You may think that a failed deposit or a missing bonus means you lost the money, but the most common cause is a small technical glitch on the website.
Why Games or the Site Do Not Load on a Phone
When you try to play at le casino de Montreal on your phone browser, the screen stays blank or shows a spinning wheel. The likely causes are a weak internet connection, an outdated browser, too many cached files, blocked JavaScript, or server overload. To fix this:
- Check your Wi-Fi or mobile data signal. Switch between them if one is weak.
- Close all other browser tabs. Restart the browser app.
- Clear the browser cache and cookies. In Safari, go to Settings > Safari > Clear History and Website Data.
- Update the browser to the latest version.
- Enable JavaScript in your browser settings. It is usually under Advanced or Security.
- Turn off any ad blocker or VPN extension for the casino website.
- Restart the phone completely.
- Try a different browser like Chrome, Firefox, or Safari.
- Use the browser in private or incognito mode.
- Wait 10 minutes and reload the site. A high-traffic period may slow it down.
- If loading still fails, contact support by live chat or email. Tell them your phone model and browser version. LINK HERE: Visit the https://www.casinodemontreal.eu.com/ website for the official support contact.
When to contact support: after trying all steps, if the page still does not load on more than one browser.
Deposit Left the Bank but Not on the Casino Balance
You see the money deducted from your bank or card statement, yet the casino Montreal balance shows the same amount as before. Likely causes are a temporary payment gateway delay, a wrong network chosen for a crypto deposit, a rejected transaction that will reverse, or an incorrect reference number. To resolve this:
- Wait at least 15 minutes after the deduction. Some methods settle in minutes.
- Log out and log back in to the casino account. Refresh the balance.
- Check the payment method history: if it says “pending” or “processing,” it is still in transit.
- Verify that you selected the correct deposit currency. Mismatched currency can hold the transaction.
- If you used a cryptocurrency, ensure you sent it on the right blockchain. For example, sending Bitcoin on the Ethereum network will fail.
- Take a screenshot of the bank statement showing the deduction.
- Copy the transaction ID or reference number from the payment provider.
- Go to the casino cashier and choose the same method you used. Sometimes the deposit triggers a second attempt.
- Clear the browser cache (same steps as above) and try depositing a small amount again.
- Check if the deposit was made to the correct casino wallet address.
- If the amount is missing for more than an hour, open a live chat with support. Provide the transaction ID.
- Never send money twice for the same deposit while the first is unresolved.
When to contact support: after 60 minutes of waiting and completing the checks above.
Identity Verification (KYC) Is Stuck or Documents Rejected
You uploaded your ID or proof of address, but the status stays “pending” or comes back with a rejection. Likely causes are a blurry photo, an expired document, a name mismatch, a missing page, or a file format that is not accepted. To move forward:
- Log in and open the KYC section. Read the exact rejection reason if shown.
- Check that the name on the document matches the casino account name exactly. One letter difference can cause rejection.
- Take a new photo of your passport, driver’s license, or national ID. Place it on a flat surface with even lighting.
- Make sure the entire document is visible, including the edges and corners.
- Do not crop the image. Use the full original scan or photo.
- Ensure the document is not expired. Compare the expiry date to today.
- For a proof of address, use a utility bill, bank statement, or tax notice dated within the last few months.
- The bill must show your full name and current address exactly as registered.
- Upload each document in a JPG or PNG format. PDF is often not accepted.
- If using a mobile phone, hold the camera steady and avoid shadows on the document.
- After uploading, wait up to one business day. Some KYC checks are manual.
- If the status remains “rejected” after two attempts, contact support and ask for the exact reason in writing.
When to contact support: after a third rejection or if no status change occurs for more than two days.
Welcome Bonus or Free Spins Not Credited
You made a deposit that qualifies for a bonus, but the bonus funds or free spins do not appear in your account. Likely causes are a missing bonus code, an ineligible deposit method, a wagering requirement that blocks crediting, or a time limit that expired. To claim what is due:
- Open the promotion page for the welcome offer. Read the eligibility rules aloud.
- Check if you used the correct bonus code during deposit. Some bonuses require the code in the cashier.
- Verify that your deposit amount meets the minimum required. A smaller deposit may not trigger the bonus.
- See which payment methods are excluded. For example, e-wallets often do not qualify.
- Log out and log back in. Free spins sometimes take a few minutes to appear.
- Go to the “My Bonuses” or “Promotions” section of the account. The bonus may be pending.
- Check the time window: some bonuses must be claimed within minutes of the deposit.
- If you already accepted another bonus, you may need to finish its wagering first.
- Clear the browser cache and reload the site (see steps above).
- Take a screenshot of the deposit confirmation and the promotion page.
- Open live chat and give the support agent your player ID, the deposit amount, and the exact promotion name.
- Never place a bet before the bonus is credited. Wagering requires the bonus to be active.
When to contact support: after all checks, if the bonus still does not appear within 30 minutes.
To avoid most of these problems, always use a stable internet connection and clear your browser cache before making a deposit or uploading documents.