« Why is my deposit missing and the games will not load? » Players usually see this after a payment left the bank while the balance stayed the same, and the most common cause is a pending transaction the casino has not received yet. The second cause is often a page that was loaded on a weak mobile connection and never finished.
Deposit taken by the bank but absent from the balance
The player sees the payment leave the bank account while the casino balance stays unchanged, sometimes for a long while.
- The payment is still pending between the bank and the processor.
- The deposit was sent to a wallet or method the account does not use.
- The transfer was made from an account in someone else’s name.
- The bank flagged the payment for a manual review.
- A page refresh was done before the confirmation completed.
- Sign out and sign back in, then open the balance and the transaction history.
- Compare the amount and the time of the missing deposit with the bank statement.
- Give the payment a short while longer before acting, since a pending transfer often lands by itself.
- Close the cashier page fully instead of refreshing it while a payment is in progress.
- Check that the payment method you used matches the one registered on the account.
- Confirm the name on the sending account is the same as the account holder name.
- Take a screenshot of the bank statement line and of the empty transaction list.
- Note the reference number the bank shows for the transfer.
- Repeat the deposit only after the first one is confirmed or cancelled, never in between.
- Ask the bank whether the payment was authorised or is still waiting to clear.
- Keep the confirmation from the bank in case support asks for it later.
- Contact support with the amount, the time and the reference in one message.
- Send the screenshot of the bank statement when the agent requests proof.
- Stay with one support thread so the same payment is not investigated twice.
- Watch the transaction history for a reversal if the deposit cannot be matched.
- Check the payment rules of Mystake before sending money again to the same method; Mystake app lists what each method expects.
Contact support once the bank confirms the money left, the balance is still empty, and you have the reference and screenshots ready in one message.
Games and pages that fail to load on a phone
The player taps a game or a page and gets a blank screen, a spinning loader, or an error message instead of play.
- A weak or unstable mobile signal.
- An old version of the phone browser with a full cache.
- Blocking extensions or private browsing mode interfering with the session.
- The game provider temporarily unavailable for that title.
- Too many tabs or games open at the same time.
- Close every tab and reopen the casino in the phone browser.
- Load the page again on a strong Wi-Fi network instead of mobile data.
- Clear the browser cache and cookies, then sign in again.
- Turn off private browsing and any content blocker for the session.
- Update the phone browser to its current version.
- Restart the phone and open the page once more.
- Try one game at a time instead of opening several in a row.
- Switch from the desktop version of the page to the mobile view, or the reverse.
- Test another game from a different provider to see whether the fault is general.
- Take a screenshot of the error text or the blank screen.
- Note the game name and the time the problem appeared.
- Repeat the test after a short break, since provider outages often clear.
- Free up storage on the phone if the browser struggles to hold the page.
- Check that the phone system is current, as older systems break modern pages.
- Try the page on another phone or tablet to compare the result.
- Contact support if only one game fails on every network and browser, and send the game name with the screenshot.
Contact support when all games fail on a stable connection after a cache clear, or when one title stays broken for a full day.
Identity checks stuck or documents turned down
The player uploads a document, waits, and then sees a rejection notice or a verification status that never moves.
- The photo is blurred, cropped, or shows a glare across the text.
- A corner or an edge of the document is out of the frame.
- The document has expired or the details do not match the account.
- The file type or size is outside what the upload form accepts.
- The review queue is busy and the case has not been opened yet.
- Open the verification area and read the exact reason attached to the rejection.
- Take the photo again on a flat, dark surface with good light and no flash.
- Keep the whole document inside the frame, including all four corners.
- Make sure the text, the photo and the numbers are sharp and readable.
- Use the original document, not a copy of a copy.
- Upload each side or page separately where the form asks for it.
- Save files in the format the upload form accepts and keep them small enough.
- Match the name, the date of birth and the address to what the account shows.
- Replace any document that is close to its expiry date before sending it.
- Send one clean set of documents rather than several overlapping uploads.
- Wait for the review to finish before sending the same file again.
- Keep a copy of everything you uploaded in case of a dispute.
- Add a short note with the upload if the form allows one.
- Return to the verification area to see whether the status changed.
- Contact support if the same document is rejected twice without a clear reason, and attach both copies.
- Ask support which document is still missing when the status stays open for long.
Contact support when a document that meets every rule is refused a second time or the review never starts.
Welcome bonus and free spins missing after signing up
The player registers, makes the first deposit, and finds no bonus funds and no free spins on the account.
- The opt-in box on the deposit screen was left unticked.
- A promo code was typed with a space or the wrong characters.
- The deposit method is not part of the offer.
- The deposit was below the level the offer requires.
- The account was opened earlier and the welcome offer had already been used.
- Open the promotions area and check that the welcome offer is marked as active on the account.
- Look at the transaction history for a bonus entry before assuming it failed.
- Retype the Mystake promo code by hand, with no spaces before or after it.
- Check the letter case and remove any character the code does not contain.
- Confirm you entered the code on the deposit form, not only on the sign-up page.
- Make sure the opt-in box was ticked before the deposit was sent.
- Use a payment method that belongs to the offer.
- Check that the deposit reached the level the offer requires.
- Sign out and back in, then reload the promotions area.
- Open the free spins section to see whether the spins sit there unopened.
- Confirm the Mystake bonus was not already credited and spent under another name on the statement.
- Note the time of the deposit and the code you used.
- Take a screenshot of the promotions page and of the deposit history.
- Contact support with the code, the time and the screenshots in one message.
- Ask which condition was not met if the agent says the offer did not apply.
- Wait for the answer before making another deposit for the same offer.
- Check the Mystake casino free spins rules once the case is closed, so the next claim goes through on the first try.
Contact support when the code was correct, the deposit met every condition, and no bonus or spins appear after signing in again.
Act before repeating anything: finish one deposit, one upload or one code entry completely and confirm the result before trying the next, since most missing balances and bonuses come from a second attempt made too early.