Players often see a pending withdrawal with no status change when their identity check is still unfinished. The most common cause is a missing or mismatched document in the verification queue.
Pending withdrawal that will not move
Players see a withdrawal marked pending while the balance stays unchanged. Likely causes include an incomplete identity check, a bonus still in play, a payment detail mismatch, a security review or a request sent outside normal hours.
- Identity verification is not finished
- A bonus condition still ties up the balance
- The payout details do not match the account name
- A routine security review is open
- The request was sent after the daily cut-off
- Open the account statement and note the exact status shown.
- Check whether any active bonus still applies to the balance.
- Complete any missing identity step before doing anything else.
- Make sure the payout name matches the account name exactly.
- Remove extra spaces or dashes from the payment details.
- Confirm the request was submitted after any bonus play finished.
- Wait for the stated review period before sending a second request.
- Do not cancel and resubmit the same withdrawal several times.
- Keep the confirmation message you received when you submitted it.
- Note the time and date of the request for your records.
- Check the message centre for a request for more documents.
- Reply to that request with clear, readable files.
- Use the same payment route for deposits and withdrawals where possible.
- Wait for the review to close before opening a new request.
- Contact support once the review window has passed and the status has not changed.
Contact support in one message with the request reference and the document list if the status stays pending after the stated review period.
Welcome bonus or free spins missing after deposit
Players see a deposit confirmed but no bonus or free spins in the balance. Likely causes are a missing bonus code, an opt-in step that was skipped, a deposit that did not meet the minimum, a bonus already used on the account or a delayed credit.
- The bonus code was not entered at deposit
- The player did not opt in before paying
- The deposit was below the required minimum
- The welcome offer was already claimed
- The credit is still being processed
- Open the bonus section and check for an unclaimed offer.
- Confirm the deposit appears in the transaction history.
- Check that the bonus code was typed exactly as shown.
- Look for an opt-in button that must be pressed before depositing.
- Confirm the deposit met the minimum for the offer.
- Check whether the welcome offer was already used on this account.
- Close the browser tab and sign in again to refresh the balance.
- Look in the message centre for a note about the bonus.
- Check that the free spins are tied to a specific game.
- Open that game and see whether the spins appear there.
- Wait for the stated credit period before taking further steps.
- Do not make a second deposit expecting the same offer to trigger.
- Note the deposit reference and the time it was made.
- Keep a screenshot of the offer as it appeared when you claimed it.
- Contact support with the deposit reference if the bonus is still missing.
Contact support with the deposit reference and the offer name once the stated credit period has passed and nothing has appeared.
Identity check stuck or documents turned down
Players see a verification status that stays open or a message that a document was rejected. Likely causes are a blurry photo, an expired document, a name mismatch, a cropped edge or a file the system cannot open.
- The photo is blurry or has glare
- The document has expired
- The name does not match the account
- An edge or corner is cut off
- The file format is not accepted
- Open grandmondial.gr.com and go to the verification area of the account.
- Read the rejection reason shown next to each document.
- Photograph the document on a flat, well-lit surface.
- Keep all four corners inside the frame.
- Avoid flash glare on glossy cards or pages.
- Use the original document, not a photocopy.
- Check that the name matches the account spelling exactly.
- Upload the correct side of the document if both are required.
- Use a common file format the upload form accepts.
- Send each document once, then wait for the review.
- Do not send the same file many times in a row.
- Check the message centre for a follow-up request.
- Reply to that request with a new, clearer file.
- Contact support with the reference number if the status has not changed after the stated review period.
Contact support with the document reference if the check does not move after the stated review period.
Login fails or the account locks after wrong attempts
Players see an error at sign-in or a locked account message after several tries. Likely causes are a wrong password, a mistyped username, a temporary lock from failed attempts, a browser storing old details or a security hold.
- The password was typed with the wrong keyboard layout
- The username has an extra space
- Too many failed attempts triggered a lock
- The browser autofills an old password
- A security hold is open on the account
- Type the username slowly and check for extra spaces.
- Use the show-password option to see what is being entered.
- Turn off autofill and type the password by hand.
- Try the password recovery option once.
- Open the recovery link in the same browser you will use to sign in.
- Set a new password that you have not used before.
- Clear the browser cache and cookies for the site.
- Try a private window to rule out stored data.
- On a phone, use the browser rather than a saved shortcut.
- Wait for the temporary lock to expire before trying again.
- Do not keep guessing, because each failure extends the lock.
- Check the message centre for a security notice.
- Note the time of the last failed attempt.
- Contact support once the lock period has passed and sign-in still fails.
Contact support if the account stays locked after the temporary period has passed.
Keep the name, address and payment details on the account identical from the first deposit, and most of these problems never start.