You press the login button and the screen returns an error or a blank page instead of your balance. That usually happens because the browser still holds an old session, a password manager filled the wrong field, or the account is waiting on a check before it opens.

Identity checks that stall and documents rejected by the casino

Players see a pending label on the verification page, or a message that a document was not accepted, and the account stays limited.

• The photo is blurred, cropped or shows glare across the text.
• The name on the document does not match the name on the account.
• The document has expired or the address page is cut off.
• A selfie was taken without the document in the same frame.
• The file type or size is outside what the upload form accepts.

Players who created the account from Canada will often see a request for an address page as well, because the casino checks location alongside identity.

1. Place the document on a flat surface in daylight and photograph all four corners without a shadow.
2. Type your first and last name exactly as they appear on the document, with no middle initial added.
3. For address proof, send a page that shows your name, your street address and the date of issue.
4. For a selfie, hold the document next to your face and keep both fully inside the frame.
5. Upload the file in the format the form accepts, one document per request, and wait for the page to confirm before closing it.
6. If a document was rejected, fix the specific issue named in the message and send it again through the verification page, not by email; for a second rejection or a check that stays pending without a reason, contact support. rocket-playca.com/

Deposits taken by the bank but missing from the balance

The bank shows the payment as completed while the casino balance still shows the earlier figure.

• The payment page was closed before the confirmation screen appeared.
• The bank sent the money but the casino has not received the confirmation yet.
• The deposit was sent from an account in a different name.
• A browser extension or an ad blocker interrupted the return to the casino page.
• The account is not fully verified, so the deposit is held until the check finishes.

1. Refresh the balance page and log in again rather than trusting an open tab.
2. Open the transaction history inside your account and confirm whether the deposit is listed.
3. Keep a copy of the bank statement line that shows the completed payment.
4. Confirm that the name on the payment account matches the name on the casino account.
5. Repeat the check in a private window with extensions turned off, in case the first attempt was interrupted.
6. If the history still shows nothing after a full sign-out, contact support with the statement copy and the time the payment left your bank.

Welcome bonus and free spins that never appear

The account shows the first deposit but no bonus balance and no spin counter.

• The welcome bonus was never selected before the deposit was sent.
• A bonus code was typed with an extra space or the wrong capitalisation.
• The deposit method used does not qualify for the offer.
• The bonus code has already been used on this account.
• Some offers apply only to players in certain regions, and the account location does not match.

1. Open the bonus section of your account and note which offers are listed as active or used.
2. If you have a code, type it in the bonus field before making the deposit, with no spaces at either end.
3. Confirm that the payment method you used is one the offer accepts.
4. Take a screenshot of the deposit confirmation and the bonus page side by side.
5. Where a regional condition applies, note the country on your account and whether the offer is open to it.
6. Log out and back in to force the bonus balance to update on screen.
7. If the code is confirmed and the offer still shows as unused, send the screenshots to support with the code itself.

Deposit and withdrawal limits that block a payment

The payment form refuses the request and shows a limit message, or the payment returns to the account.

• The amount is above the ceiling that applies to your account level.
• The amount is below the minimum the payment channel accepts.
• The withdrawal is larger than the remaining balance allowed for that method.
• The account still has incomplete verification, which caps the size of a withdrawal.
• Several payments in a short period triggered a hold on further transactions.

1. Read the limit message on the form, because it names the ceiling that applies to you.
2. Compare the amount you entered with the accepted range shown for the chosen payment method.
3. Split a large withdrawal into amounts that fall inside the accepted range.
4. Finish any outstanding identity check, since an unverified account has a lower withdrawal ceiling.
5. Pause further payments for a while if several went through in a short period and the account is now holding them.
6. If the message does not match the amount you entered, contact support and quote the exact text on screen.

Quick Reference

The table below pairs each common problem with the first place to look before contacting support.

Players logging in from Canada should keep the account name, address and payment name aligned, because a mismatch is the usual reason a check stalls. The transaction history is a stronger signal than the bank app, since the casino may still be receiving the confirmation. A bonus code must be entered before the deposit, not after, or the offer will not attach to the account. A limit message names the ceiling in force, so changing the amount to fit the accepted range is quicker than retrying. Document photos should be re-taken rather than resent, because the same blur will be rejected again. A quick refresh after a payment is often enough, but a second sign-out forces the balance to reset.

Taking a clear, square photo of each document and aligning the name on every payment with the name on the account prevents most of these problems from starting.