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A player who never uploaded documents assumes the account is fully open, and the KYC banner that blocks withdrawals is the result they see on screen. The most common cause is a file that fails the name, address or photo quality check.

Stuck identity checks and rejected documents

The verification page shows a pending status or a rejection notice, and the withdrawal button stays inactive until the documents pass.

• The name on the document does not match the name on the account exactly.
• The address proof is older than the period the casino accepts, or it shows a different address.
• Photos are blurred, cropped or show glare across the text.
• A document type was uploaded that the casino does not accept for that step.
• Both sides of an ID were not sent when both were required.

1. Open the verification section and note exactly which document is marked as rejected or pending.
2. Compare the spelling of your name on the account with the spelling on the document, letter by letter.
3. Photograph each document on a flat surface in good light, with all four corners visible.
4. Upload the corrected file in the slot that matches the document type.
5. Submit the address proof only if the request is for proof of address, not as a substitute for an ID.
6. Wait for the review to finish before uploading the same document again.
7. Confirm that no other verification step is still open on the account.

Contact support when a document is clearly correct and still rejected after a second upload, or when the pending status does not move at all.

Welcome bonus and free spins that never arrived

The balance stays at zero after registering or depositing, and the bonus section shows no active offer.

• The bonus was not selected or activated before the qualifying deposit.
• The promo code was typed with extra spaces or in the wrong case where the field is case-sensitive.
• The deposit was made with a method or amount that the offer excludes.
• A welcome offer had already been claimed earlier on the same account or household.
• The free spins sit in a separate section and were not opened from there.

1. Open the promotions page and check whether the offer is listed as active, pending or absent.
2. Look at the bonus history to see whether the system recorded a claim at all.
3. If a code is required, enter the f7 casino promo code in the field on the deposit screen before confirming the payment.
4. Check that the deposit was completed in full and not left in a pending state by your payment provider.
5. Open the spins section directly, because free spins often load apart from the cash balance.
6. Confirm that you have not claimed a welcome offer before on the same account.
7. Re-enter the code only after the first attempt has clearly failed, so the system does not record duplicate requests.

Contact support when the promotion shows as active but the credit never appears, and include the deposit reference.

A deposit that left the bank but is missing from the balance

The bank statement shows a completed payment while the casino balance has not changed.

• The payment provider has not yet sent its confirmation to the casino.
• The deposit went to an old account or a different wallet.
• The payment was made from a method that is not registered in the player’s name.
• The transaction is held for a routine security check.
• The deposit page was closed before the confirmation screen appeared.

1. Take a screenshot of the completed payment in your banking or wallet history.
2. Note the reference number, the amount and the exact time of the transaction.
3. Return to the transaction history inside the casino account and look for a matching entry with a pending status.
4. Close the page and reopen it after a short wait, because a pending entry can clear on its own.
5. Confirm that the payment was sent to the correct recipient details.
6. Avoid sending a second deposit to test the first one.
7. Keep the screenshot ready, since support will ask for proof of the payment.

Contact support when the casino history shows no matching entry and the bank confirms the payment has left your account.

Failed logins and accounts locked after wrong attempts

The login screen returns an error, or a message says the account is temporarily locked after several failed attempts.

• The password was typed with a different keyboard layout or with caps lock on.
• The username is an email address that was changed or misspelled.
• Too many wrong attempts triggered a temporary lock.
• The browser saved an old password and fills it in automatically.
• The account is already open in another browser or device.

1. Type the password slowly in a plain text field first, so you can see what you are entering.
2. Clear the saved password for F7 Casino in the browser and enter it again by hand.
3. Try the f7 casino login from a private browser window on the same phone or computer.
4. Close other tabs where the account is signed in, then try once more.
5. Use the password reset option if the credentials still fail, and set a new password you have not used elsewhere.
6. If the account is locked, stop repeating attempts, because each one can extend the lock.
7. Sign in through https://f7casino.co once the lock is lifted, and confirm that the balance and bonus history are intact.

Contact support when the reset email never reaches your inbox or the lock remains after a full day without attempts.

Quick Reference

Each row pairs the visible symptom with the cause that most often explains it and the first thing to inspect in the account.

A rejected document is usually a matching problem, so compare names before re-uploading anything. A missing bonus most often means the claim was never recorded, which the bonus history shows clearly. A deposit that left the bank is often simply waiting for the provider to confirm, so check the status before sending more money. Login failures come from small typing errors far more often than from a real account problem. Locks ease when the player stops retrying and lets the counter reset. Keeping one saved copy of your documents and your payment reference makes every support request faster.

Register and deposit from the same person, with matching names and one saved copy of each document, and most of these problems never reach the support queue.