A document you uploaded sits unapproved while the cashier asks for the same file again, and the usual cause is a mismatch between the details on your profile and the details printed on the document. Most players upload the file once and assume the check runs itself, when in fact a rejected upload often stops the process until someone replaces it.

Identity checks that stall or return documents as rejected

The player sees a pending status that does not move, or an alert that a document was not accepted, sometimes for the same file sent twice.

• The name, address or birth date on the profile differs from the document.
• A photo or scan is blurry, cropped or shows glare on the text.
• Only one side of a two-sided document was captured.
• The file is saved in a format the upload field does not take.
• A document has expired or is close to its expiry, so it no longer serves as proof.

1. Open the profile and compare every personal detail with the document, letter for letter.
2. Fix any spelling, middle name or date difference before uploading anything new.
3. Take a fresh photo in daylight with the whole document inside the frame.
4. Keep the corners visible and avoid shadows from your hand or the phone.
5. Capture both sides where the document has two.
6. Save the image in the format the upload field accepts and keep the file small.
7. Send the corrected file once only; duplicates slow the queue.
8. Give the review its window before sending the same file again.
9. If a document was refused, replace it rather than resending the original.
10. Use a proof of address that is recent and shows your full name and street.
11. Make sure the address on that proof matches the one on the profile exactly.
12. If you moved, update the address first and then upload the new proof.
13. Name each uploaded file clearly so you can tell your images apart later.
14. Keep a copy of everything you send in one folder on your phone or computer.
15. Where the cashier is locked during the check, stay on the same device and browser.
16. Check the junk folder of your email for a message asking for a better copy.
17. At https://jackpotscity-au.com/ the file types and profile fields follow the same rules, so the same care applies.

Contact support when a document has been rejected more than twice without a stated reason or when the pending status has not changed after you replaced the file.

Logins that fail or an account locked after wrong attempts

The player types the password and is returned to the form, or meets a message that the account is locked after several failed tries.

• A mistyped password, often from a phone keyboard that adds a capital letter.
• Autofill filling an old password saved on the device.
• Caps lock or a different keyboard language on the login screen.
• The email address entered with a typo or a different spelling.
• Too many failed attempts in a row, which triggers the lock.

1. Type the password by hand instead of accepting autofill from the phone.
2. Switch the keyboard to plain English and turn off predictive suggestions.
3. Check caps lock and type the password again slowly.
4. Confirm the email address on the form matches the one on the account.
5. Try the email rather than a username if the account was set up that way.
6. Stop after a few failures; more tries lengthen the lock.
7. Use the password reset link sent to your email if one is offered.
8. Open that link in the same browser and complete the reset in one session.
9. Choose a password you have not used on this account before.
10. Log back in from the same device and browser you used to reset it.
11. Clear the saved password in the phone settings so autofill stops repeating it.
12. If a code is sent to your phone, enter it before it lapses and do not request a second one.
13. Stay on one network while logging in; switching networks mid-login can drop the session.
14. Restart the phone browser if the login page keeps looping.
15. Write the new password down somewhere private rather than reusing the old one.
16. Contact support when the lock message persists after a correct reset, or when no reset email arrives after you check the junk folder.

Games and pages that load badly in a phone browser

The player taps a title and the screen stays on a spinner, or the page draws only halfway with missing buttons.

• A weak or unstable mobile connection, or a switch between Wi-Fi and data.
• An out-of-date phone browser that cannot render the page properly.
• Too many open tabs or background apps eating memory.
• A cached copy of the page from an earlier session.
• Content blockers or a private mode that breaks scripts.

1. Move to a stable Wi-Fi network and reload the page once.
2. Turn data off while on Wi-Fi so the phone does not switch mid-session.
3. Close every other tab in the browser.
4. Close background apps that are not in use.
5. Update the phone browser to its current version.
6. Clear the browser cache and cookies for the site.
7. Allow cookies for the site in the browser settings.
8. Turn off private or incognito mode for the session.
9. Disable content blockers and any script-blocking extension.
10. Reload the page and wait for the game frame to fill before tapping a title.
11. Try one game first, then open another only once the first settles.
12. If a title stays on the spinner, move to a lighter game and return later.
13. Restart the phone if the browser still stutters.
14. Use the browser's desktop-style request as a last resort only if the page renders on it.
15. Avoid opening many Jackpot city slots in separate tabs on a phone; one at a time loads better.
16. Sign out and back in after a mobile connection drop.
17. Contact support when a single game fails on a stable connection while other titles open normally.

A deposit taken by the bank but missing from the balance

The bank shows the money gone, yet the casino balance stays the same and no bonus appears.

• The payment is still being authorised between the bank and the processor.
• The account holder name or billing details do not match the profile.
• The deposit was sent while the account was not fully verified.
• A pending deposit that failed a check on the casino side.
• The player expected Jackpot city free spins that come with a code, but entered nothing.

1. Take note of the exact time of the deposit before doing anything else.
2. Leave the cashier screen and reload the balance once.
3. Wait for the authorisation to settle rather than repeating the deposit.
4. Do not send a second deposit for the same amount while the first is pending.
5. Check the deposit history in the account for a pending or failed entry.
6. Compare the account holder name with the name on the payment source.
7. If the account was not verified, finish that check first; pending deposits can wait on it.
8. Keep a screenshot of the bank statement line showing the payment.
9. Keep the transaction reference from that line to hand.
10. Reopen the cashier and look for a failed status on the entry.
11. If no entry exists at all, the deposit did not reach the account and needs tracing.
12. If a code was part of the deposit, make sure it was entered in the right field.
13. A bonus tied to Jackpot city casino deposits can appear separately from the cash balance, so look at both.
14. Remove and re-add the payment source in the profile if it keeps failing.
15. Send support the time, the reference and the screenshot in one clear message.
16. Contact support as soon as the bank line is final and no deposit entry appears in the account at all.

Keep your profile details identical to your documents and your payment source, finish identity checks before your first deposit, and use one stable connection on the phone; these habits prevent most login, loading and payment problems before they start.