Your phone shows a blank screen or a spinner that never ends when you open the casino, and the most common cause is that the mobile browser is loading an old cached copy of the page. A rejected or frozen identity check or a locked login often points to the same kind of stale session state.

Mobile page and game loading problems

On a phone you may see the lobby partly load and then stop, or a game launches to a black screen with no controls.

• An old cached copy of the page is being served to the browser.
• The mobile connection dropped briefly while the page was loading.
• A browser extension or ad blocker is stopping part of the page from loading.
• The browser version is too old for the game software.
• The phone is low on memory, so the game cannot start.

Players who want to recover a bonus before it expires can still open https://my-stake.gb.net in the phone browser while working through these steps.

1. Close every tab in the phone browser, then open a single new tab.
2. Clear the browser cache and cookies for the site.
3. Turn off any ad blocker or content blocker for the page.
4. Update the phone browser to the latest version.
5. Switch from Wi-Fi to mobile data, or the other way around.
6. Restart the phone to free memory before launching a game.
7. Open the site directly in the browser and skip any desktop mode setting.
8. Let the lobby finish loading before you tap a game tile.
9. If one game fails, try a different game to see if the problem is the title.
10. Close other apps running in the background.
11. Try a second browser on the same phone to compare results.
12. Write down the exact error message and the game name before you ask for help.

Contact support when the same game fails on two browsers and two connections after these steps.

Identity verification stuck or documents rejected

The verification screen stays on pending for a long time, or a document is returned as rejected with a short reason.

• A photo is blurry, cropped or has a glare over the text.
• The document has expired or the name on it differs from the account name.
• Only one side of a two-sided document was uploaded.
• The file format or size is not accepted by the upload form.
• The address document is older than the casino accepts or shows a different address.

1. Open the verification area of the account and read the exact rejection reason.
2. Take a new photo in daylight with the whole document inside the frame.
3. Keep your fingers and any shadows away from the text and photo.
4. Upload both sides when the document has information on the back.
5. Use a file type the form accepts, and keep the file size within the limit shown.
6. Make sure the name, date of birth and address are identical to the account details.
7. For an address document, use one that shows your current address clearly.
8. Upload one document at a time and wait for the status to change before adding another.
9. Do not edit or filter the images; submit the original photos.
10. If a selfie is requested, take it face on with no hat and good light.
11. Keep a copy of each file you send so you can resend the same version.
12. Note the date you submitted the documents and the status shown.

Contact support when a document is rejected twice for the same reason or the status does not move after a resubmission.

Login failures and account locked after wrong attempts

You type the password and the page returns an error, or a message says the account is temporarily locked.

• The password was typed with a different keyboard layout or with Caps Lock on.
• An old password is saved in the browser or a password manager.
• Too many wrong attempts triggered a temporary lock.
• A password reset was started but not completed, so the old password no longer works.
• Two-factor authentication codes are being read from an outdated source.

1. Type the password by hand in a plain text field to see exactly what you enter.
2. Check Caps Lock and the keyboard language before trying again.
3. Stop trying after a few failures; repeated attempts extend the lock.
4. Use the password reset option and follow the message sent to your email.
5. Open the reset link in the same browser where you will log in.
6. Set a new password that you have not used on the account before.
7. Clear the saved password for the site in the browser or password manager.
8. If two-factor authentication is on, make sure the code comes from the current device.
9. Log in from a single tab and wait for the account page to load fully.
10. If the lock message remains, wait for the lock period to pass before another try.
11. Keep the exact wording of the error message for support.
12. Do not create a second account to get around a lock.

Contact support when the reset email does not arrive or the account stays locked after the stated period.

Deposit missing from the casino balance

The bank shows the money as sent, but the casino balance and the transaction list show nothing.

• The payment is still being checked by the provider before it is credited.
• The deposit was sent to an old payment detail saved in the bank app.
• The account name on the payment does not match the casino account.
• A required extra confirmation step in the bank app was not completed.
• The payment was split or held for a routine security review.

1. Take a screenshot of the bank page showing the payment status and reference.
2. Open the casino transaction history and look for a pending entry.
3. Compare the reference on the bank receipt with the reference in the history.
4. Check that the payment details used match the ones shown in your account.
5. Finish any confirmation step left open in the bank app.
6. Do not send a second deposit while the first one is unresolved.
7. Note the exact amount and the time shown by the bank.
8. If the bank shows the payment as failed, the money should return to the bank on its own.
9. If the bank shows it as completed and the casino history is empty, gather both records.
10. Send support the bank screenshot and the transaction reference in one message.
11. Reply with any extra document support asks for, such as a bank statement line.
12. Wait for the answer before repeating the deposit.

Contact support as soon as the bank marks the payment completed while the casino balance stays unchanged.

Quick Reference

The table pairs each problem with the usual cause and the first check to make.

A fresh browser session removes most loading faults on a phone. Matching the name on the account to every document prevents most verification rejections. Typing the password by hand avoids the lock that comes from a saved old password. Keeping the bank reference makes a missing deposit easy to trace. One message per problem, with screenshots attached, helps support act faster. Waiting for an answer before a second deposit keeps the balance clean.

Most of these problems start with an outdated saved state, so clear the browser cache and any saved password before you try again.