You tap deposit, the amount leaves your bank, and the casino balance still shows nothing — or you try to log in and the screen says the account is locked. The most common cause is a mismatch between the payment details on file and the ones you used, and the second is a pending review that holds funds in the background.

Declined deposits and withdrawals because of limits

You press confirm and the cashier shows a decline message instead of a balance change. Limits can come from the casino side, the payment provider side, or the account itself.

• The amount sits above the maximum the payment method accepts per transaction.
• The account still has a pending withdrawal that counts against an open limit.
• The payment details on file do not match the bank account or card used.
• The account has not passed identity checks, so payouts stay blocked.
• A bonus in play ties part of the balance to extra conditions.

1. Write down the exact decline message, because it names the side that refused.
2. Cut the amount down and try a smaller deposit or withdrawal to see if size is the trigger.
3. Open the cashier section that lists your pending requests and cancel one if you have two running.
4. Compare the name and details on the payment method with those on your Casinomate profile.
5. Finish any identity step the account shows as open before sending more money.
6. Move to a different payment option that appears in your list for the same purpose.
7. Remove a bonus from the active balance if you want the funds free of extra conditions.
8. Give the payment provider a moment and retry once, without refreshing the page repeatedly.
9. Record the reference number shown after the decline before you close the window.
10. Retry the same operation after the pending request clears, then compare the result.

Contact support when the decline message names a condition you cannot change from your side, such as a block on the account.

A withdrawal still pending after the expected window

The request shows as pending while the money has not reached your bank, and the balance is already reduced. Pending status usually means a review or a payment step has not finished.

• The request is waiting for an identity or source-of-funds check.
• The payment details on file differ from the destination account.
• An active bonus keeps the withdrawal in review until its conditions are met.
• The payment method you chose needs a step on its own side before release.
• A weekend or bank holiday delays the bank’s posting of the money.

1. Open the withdrawal history and read the status word exactly as shown.
2. Check whether any document request is open on the account, and send the document asked for.
3. Compare the destination details with the ones registered on your profile.
4. Confirm the bonus attached to the balance, if any, has had its conditions met before you expect release.
5. Cancel and resubmit only if the status lets you, and keep the new reference.
6. Take a screenshot of the pending entry with its reference number.
7. Check the payment provider’s own history for an incoming transfer under your name.
8. Wait for the review to close before sending a second request for the same money.
9. Repeat the check on the destination account once the status changes.
10. Save every message you receive about the request in one folder.

Contact support when the status has not moved and no document request explains the delay, and give the reference number.

Deposit taken by the bank but missing from the balance

Your bank statement shows the debit, but the casino balance is unchanged and the cashier shows no new deposit. The money is usually held between the provider and the casino rather than lost.

• The payment provider has not sent the confirmation to the casino yet.
• The deposit landed on an account other than the one you are viewing.
• The transaction was flagged for a routine check before it is credited.
• The page was closed before the confirmation screen appeared.
• The deposit was made with a method not linked to the logged-in account.

1. Stay on the cashier page until the confirmation message appears, then note the reference.
2. Refresh the balance once and check the transaction history for the entry.
3. Look at the bank statement again and match the amount and the reference.
4. Confirm you are logged into the same Casinomate account you used for the deposit.
5. Check that the payment method used is listed on that account.
6. Wait for the provider’s confirmation to reach the casino before you retry.
7. Do not send a second deposit for the same purpose while the first is unresolved.
8. Keep a screenshot of the bank debit and the cashier page side by side.
9. Use the live chat or contact form on https://casinomate.gr.com/ and attach both screenshots with the reference.
10. Ask for the transaction to be traced by its reference number, not by the amount alone.

Contact support when the debit is confirmed by your bank and the balance still shows nothing after the provider’s confirmation has had time to arrive.

Login refused or account locked after failed attempts

The login screen returns an error or says the account is locked, and the password you remember no longer works. Failed attempts, a changed device or an unfinished check are the usual reasons.

• The password was typed with a different keyboard layout or an extra space.
• Too many failed attempts triggered a temporary lock.
• The email or username on the account was mistyped.
• Two-factor authentication is on and the code did not arrive.
• An identity check is open and limits the account until it is done.

1. Retype the password slowly in a plain text field to see what you are actually entering.
2. Try the username instead of the email, or the other way round.
3. Use the password reset link sent to the email registered on the account.
4. Open the message with the reset link in the same browser you use for the casino mate login.
5. Check the spam folder if the reset mail has not arrived within a few minutes.
6. If two-factor authentication is on, request a new code and enter it before it expires.
7. Close other tabs with the casino open, then load the page again in the phone browser.
8. Stop retrying after a second failure and wait for the lock to lift.
9. Prepare a photo of your ID in case the account asks for a check.
10. Write down the username, the email and the exact error text before you contact anyone.

Contact support when the lock does not lift on its own or the reset mail never arrives, and include the username and the error text.

Quick Reference

Each row pairs a symptom with the cause that most often produces it and the first thing to look at.

A limit refusal is about the size or the method, so a smaller amount or another option often clears it. A pending withdrawal is about review, so documents matter more than retries. A missing deposit is about the provider’s confirmation, which is why the reference number is the key. A login refusal is about credentials, so the reset mail comes before support. A locked account is about checks, so the ID photo is worth preparing early. Reading the status word before acting saves the most time in all five cases.

Keep the payment details on your Casinomate profile identical to the ones on your bank account, and finish any identity request the moment it appears; that single habit prevents most declines, pending payouts and lockouts before they start.