Most players assume the account section matters only after a withdrawal, and that assumption leaves them with an identity check stuck on hold right when they expect their money. The usual cause is simple: details entered at sign-up do not match the identity document, so the review queue cannot confirm the account.

Identity verification stuck or documents rejected

The player sees a pending badge next to the verification request, or a note that a document could not be accepted, and play continues while the payout stays blocked. Common causes:

• A photo that is cropped, blurred or missing a corner of the document
• A name, date of birth or address that differs from the document by a letter or a spelling variant
• An expired identity document
• A proof of address in a different name or older than the period the casino accepts
• A duplicate account created with a second email before the first was verified

Work through the request in this order:

1. Open the verification area and read which document was refused, not just that one was.
2. Compare the profile name with the document; fix the profile if the profile is wrong and never edit the document image.
3. Photograph the whole document flat, in daylight, with all four corners and machine-readable lines visible.
4. Use the original file, not a screenshot or a scan of a printout.
5. Submit one document per request instead of several at once.
6. For the address, use a document that carries the full name and the current address.
7. Check that the address on screen matches the one on the document, including the postal code.
8. Keep file size and format within what the upload form accepts.
9. Wait for the review to close before sending anything else; repeated uploads restart the queue.
10. If the same document is rejected twice without a clear reason, describe the document type in the message.
11. Close other accounts or explain the duplicate if a second registration exists.
12. Keep the screenshots of each submission for reference.

Contact support once a document has been rejected twice for unclear reasons or a duplicate account has kept the check open.

Withdrawal still pending after the expected window

A pending withdrawal sits visible in the history while the balance is already gone from the playable funds, and the status does not change. Payouts can stall on:

• Unfinished verification, which holds every payout until it clears
• A payout method whose name does not match the account holder
• Bonus funds still tied to wagering conditions
• A pending request already open, which blocks a second one
• A requirement to use the same route for deposits and withdrawals

Go through these steps before writing to anyone, and keep the process inside https://quatrocasino99.com/:

1. Check the status label on the request: pending, approved or cancelled.
2. Confirm that verification is complete, since an open KYC check freezes payouts.
3. Review whether a bonus is active on the balance and has not yet cleared its conditions.
4. Withdraw through the same type of method used for the deposit where the casino requires it.
5. Confirm the payout account name matches the profile exactly.
6. Cancel and resubmit only if the status is cancelled, not while it is pending.
7. Remove a second pending request so the first can be processed.
8. Check the email inbox, including the spam folder, for a request for extra documents.
9. Reply to that request with the named document only.
10. Keep the request reference number from the confirmation.
11. Avoid depositing again while the payout is pending, which can complicate the balance.
12. Note the date the request was made so support can locate it.

Contact support once the status has stayed pending past the window the casino states for that method and no document request has arrived.

Login refused or account locked after failed attempts

The password is rejected and after several tries the account shows a lock, sometimes with no email arriving. Typical causes:

• Extra spaces or autocorrect added to the username or password
• Wrong keyboard language or caps lock during entry
• A password changed on another device and not updated here
• The account was registered with a different email address
• Repeated failed attempts triggering a temporary lock

Move through these steps:

1. Type the password manually instead of pasting it.
2. Check that the keyboard language matches the characters in the password.
3. Try the phone browser on mobile data if the home connection fails.
4. Use the password reset and open the newest email link, not an older one.
5. Look in the spam and promotions folders for the reset message.
6. Confirm which email address the account was registered with.
7. If a lock is shown, leave the login page alone for a while rather than retrying.
8. Clear the browser cache and cookies if the login page keeps returning an error.
9. Disable any password manager autofill for one attempt.
10. Try a different browser or an incognito window.
11. For the Canada login route, check that the region shown on the page is the one you actually play from.
12. Write down the exact error message before contacting anyone.

Contact support once a reset email never arrives and the account stays locked.

Welcome bonus or free spins missing after the first deposit

The deposit shows as completed but the bonus balance and the spin counter stay at zero. Frequent causes:

• The bonus code was not entered or was entered with different capitalisation
• The deposit was made before the bonus was selected in the cashier
• A bonus was already active on the account
• The payment route used does not qualify for the offer
• The minimum deposit for the offer was not met

Do this in sequence:

1. Look at the bonus section of the account and the transaction history together.
2. Confirm the deposit appears there and is marked as completed.
3. Check whether a code field was part of the offer and whether it was filled in.
4. Make sure no other bonus was active when the deposit landed.
5. Confirm the amount met the minimum the offer states.
6. Check that the payment route is one the offer allows.
7. Look for the spins in a separate section, since they often sit apart from the cash balance.
8. Log out and back in through the browser on the phone to refresh the account view.
9. Do not deposit again to trigger the same offer; repeats are normally treated as separate claims.
10. Keep the deposit reference and the time of the transaction.
11. Note whether the bonus was selected before or after the payment.
12. Write down the offer name as it appeared on the page.

Contact support once the deposit is confirmed, the conditions were met and nothing appears after a fresh login.

Quick Reference

The table pairs each problem with the cause that most often explains it and the first thing to look at.

Verification sits behind most of the other problems, so it deserves the first effort. A payout cannot move while an identity check is open. A bonus can stay invisible when the deposit was made before the offer was selected. Login trouble usually comes from the email address rather than the password. For players in Canada the login screen must show the correct region before credentials are accepted. Reading the status label first saves the most time, because it tells the player whether the request is waiting or already cancelled.

The habit that prevents most of these issues is keeping the profile name and address identical to the identity document from the very first day and completing verification before the first withdrawal request.