You tapped the withdrawal button twice because nothing seemed to happen, and now your balance shows a pending request instead of the amount you expected. The most common cause is that the request needs a manual review or an extra confirmation step before it moves forward.
Withdrawal still pending after you confirmed it
Players often see a pending withdrawal that has not changed for longer than they expected, even though the balance already shows the deduction.
- The request was submitted before the account was fully verified.
- A bonus is still active and its conditions affect the withdrawal.
- The payment details do not match the name on the account.
- The request was duplicated by a double tap.
- Additional security checks are running on the account.
- Open your transaction history and confirm the status of the withdrawal. A duplicated request can slow the original one down.
- Check that your account details are complete and match your identity documents exactly.
- If you have an active bonus, finish its conditions before requesting a withdrawal. A bonus in progress can hold the payment.
- Make sure the payment method you chose belongs to you and has been used for a deposit before.
- Complete any open verification step in your account settings. A pending document check blocks the payment.
- Withdraw to the same method you used for your deposit where that option exists. This reduces extra checks.
- Remove any saved payment details that are outdated or no longer yours.
- Contact support if the status has not changed after the review period shown in your account. Ask for the exact reason for the hold.
- Reply to any request for documents promptly. A slow reply keeps the request pending.
- Do not submit a second withdrawal while the first is pending. Cancel the duplicate instead.
- Keep a screenshot of the pending request and its reference number for your message to support.
Contact support when the request remains pending after the stated review period and no document request is open.
KYC check stuck or documents rejected
The verification screen stays on a pending status, or a document is marked as rejected without a clear reason.
- A photo is blurry, cropped or shows glare on the text.
- The document has expired or the details do not match the account.
- Only one side of an ID was uploaded when both are needed.
- The proof of address is older than the accepted period or shows a different name.
- The file format or size is not supported by the upload form.
- Open the verification section and read the rejection note for each document.
- Retake the photo in good light with all four corners visible and no reflection.
- Upload both sides of your ID if the form asks for them.
- Use a document that shows your full name exactly as it appears on your account.
- For proof of address, use a recent document that shows your name and address clearly.
- Save the file in a common format and keep it under the size limit shown on the form.
- Submit each document once. Multiple uploads of the same file can delay the review.
- If your name changed, send the document that links the old and new names.
- Wait for the review period shown in your account before uploading again.
- Contact support with the reference of the rejected document if the reason is not clear.
- Ask which document type is accepted if your first choice keeps being rejected.
Contact support when a document is rejected twice with no clear reason or the pending status does not change after the stated review period.
Welcome bonus or free spins missing
The bonus balance shows nothing, or the free spins are not visible after you made the qualifying deposit.
- The bonus code was not entered or was typed with a typo.
- The deposit was made before the bonus was selected.
- The bonus was already claimed on an earlier deposit.
- The deposit method or country is excluded from the offer.
- The bonus is active but the free spins need to be opened in a specific game.
- Open your bonus history and check whether the offer is listed as claimed, active or expired.
- If you used a code, compare it with the one in the offer. Codes are case-sensitive in most forms.
- Make sure the deposit was made after you selected the bonus, not before.
- Check that your deposit method is allowed for the offer. Some methods do not qualify.
- Look for the free spins inside the game named in the offer. They often sit there rather than in the cashier.
- If the bonus is active, open the bonus details to see what is still required before it appears.
- Log out and back in once to refresh the bonus balance. A stale session can hide a new bonus.
- Clear the browser cache on your phone if the bonus still does not appear after a fresh login.
- Contact support with the deposit reference and the offer name. Ask them to attach the bonus manually if it qualifies.
- Do not make another deposit for the same offer before support replies. A second claim can be refused.
- Keep the confirmation of the deposit and the code you used ready for the message.
If you prefer to manage your bonus on a phone, the Royal Vegas casino app is not available; use the mobile browser instead. The royalvegas.de.com/ bonus page lists the current offers in the same browser session. Contact support when the bonus is missing after a qualifying deposit and your bonus history shows no active or expired entry.
Site or games not loading on a phone
Pages load slowly, games freeze on a loading screen, or the site does not open at all in the phone browser.
- The mobile connection is weak or switching between Wi-Fi and data.
- The browser cache or cookies are outdated.
- An ad blocker or privacy extension blocks game content.
- The browser version is too old for the game engine.
- Too many tabs or background apps use the phone’s memory.
- Switch to a stable Wi-Fi network or a strong mobile signal and reload the page.
- Close other tabs and background apps to free memory.
- Clear the browser cache and cookies, then log in again.
- Disable ad blockers or privacy extensions for the site and reload.
- Update your phone browser to the latest version available for your device.
- Try a different browser to see whether the problem is specific to one.
- Turn off battery saver or data saver while you play. Both can limit game loading.
- Reduce the game quality in the game settings if the option exists.
- Restart the phone and open the site again in a fresh session.
- Contact support with your phone model, browser name and the game that fails if the problem continues.
Contact support when the site fails in two different browsers on the same network.
Before your next session, log in once and finish any open verification or bonus step so the request is not held later.