A row of uploaded documents sitting at pending, or a rejection message next to your ID photo, means the identity check has not cleared. The usual cause is a document that is unreadable or does not match the name on the account.

Identity verification stuck or documents rejected

The player sees a pending status that never moves, or a short rejection note with no explanation of what went wrong.

• The photo is blurred, cropped or full of glare.
• The document has expired or all four corners are cut off.
• The name on the document differs slightly from the registered name.
• An address document shows an old address.
• The same file was uploaded twice in a row.

1. Retake every photo in a room with even light and no flash reflection.
2. Place the document flat on a plain surface and fill the frame with it.
3. Keep all four edges visible in the shot, with nothing covering a corner.
4. Photograph both sides of any two-sided document.
5. Use a document that is still valid on the day you send it.
6. Type your name exactly as it appears on the document, including middle names.
7. Take the address proof from a recent bill or bank letter showing the current address.
8. Save each file in a common image or PDF format before uploading.
9. Upload one clear file per request rather than a batch of near-identical copies.
10. Wait for the first review to finish before sending more documents.
11. Note the time and reference of your submission in case you need to follow up.

Contact support when a clear, matching document has been rejected twice without a stated reason.

The page or a game will not load on a phone

A blank screen, a spinning loader or a game that freezes mid-round is what the player sees on the phone. It often comes down to the browser or the connection, not the account.

Many of these problems start with a stale browser tab, which is why a fresh session through extremegaming.ph on the phone browser is the first thing to try.

• An old cached page is still being served to the browser.
• The mobile connection is weak or switching between networks.
• Too many tabs or open games are using the phone’s memory.
• A browser extension or ad blocker is cutting off part of the page.
• An older browser version does not support the game format.

1. Close every tab and reopen the site in a new one.
2. Clear the browser cache and cookies for the site.
3. Switch from mobile data to Wi-Fi, or the other way round, and reload.
4. Turn off any ad blocker or tracking blocker for the page.
5. Close background apps to free memory before opening a game.
6. Update the phone browser to its latest version.
7. Try a different browser on the same phone to compare results.
8. Open the game in a normal tab rather than a private window.
9. Load one game at a time instead of several in parallel.
10. Restart the phone if the page still hangs after these steps.
11. Note which game and which step fails, so support has a clear picture.

Contact support when the same game fails across two browsers on a stable connection.

Welcome bonus or free spins missing after sign-up

The bonus screen shows no credit, or the free spins counter stays at zero after the first deposit. A missed step in the sign-up flow explains most of these cases: the bonus was not selected, or the deposit was made before the account was confirmed.

• The welcome bonus was not ticked or chosen before the deposit.
• The email address was never confirmed, so the account was not fully active.
• A duplicate account exists on the same device.
• The deposit was made from a payment method excluded from the offer.
• The free spins were credited to a different game than the one being opened.

1. Open the account history and confirm the first deposit is recorded as completed.
2. Check the bonus section of the account for an unclaimed or pending offer.
3. Confirm the email address from the message sent at sign-up.
4. Repeat the first deposit with the bonus option selected before confirming.
5. Log out and back in so the balance refreshes on the screen.
6. Open the exact game named in the offer to see the spins.
7. Make sure the deposit was not part of a separate promotion.
8. Close any second account on the same phone or network.
9. Take a screenshot of the deposit record and the empty bonus screen.
10. Write down the offer name and the date of the deposit.
11. Send the screenshot and details in one message if the credit still does not show.

Contact support when a completed deposit and a selected offer still leave the bonus missing after a fresh login.

A deposit or withdrawal declined because of limits

The player sees a decline notice at the payment step, often worded as a limit or policy restriction. This is usually about the amount itself or how the account was set up, not about the game results.

• The amount sits below the minimum or above the maximum allowed for one transaction.
• The withdrawal is larger than the remaining bonus balance allows.
• The payment details do not carry the account holder’s own name.
• Verification is still pending, which blocks withdrawals.
• Several transactions were attempted in a short window.

1. Change the amount so it fits inside the range shown at the payment step.
2. Split a large withdrawal into smaller requests if the system allows it.
3. Use a payment method registered in your own name.
4. Finish the identity check before requesting a withdrawal.
5. Clear any bonus balance first if the offer restricts withdrawals.
6. Wait for one request to settle before starting another.
7. Check the account for a pending request that already covers the amount.
8. Confirm the deposit was not declined for a separate reason at the same step.
9. Keep the decline message text for reference.
10. Retry the transaction once with the corrected amount.
11. Contact support with the message text, amount and payment method if it fails again.

Contact support when a correctly sized request from a verified account is declined more than once.

Do identity verification as soon as the account opens, with clear photos and the exact registered name, and none of the bonus, loading or payment blocks will catch you by surprise later.