A missing decimal point in the withdrawal amount left you with a smaller payout than planned, and now the withdrawal page shows a pending review notice. This usually happens because the request triggers a routine account check before release.
Withdrawal Still Pending: Causes and Fixes
Players see the withdrawal marked as pending while the balance stays locked for longer than expected.
- A pending bonus condition has not been met.
- Identity documents are not yet approved.
- Payment details do not match the account name.
- A recent deposit method change flagged a security review.
- The account has an open bonus with unfinished play.
- Open the cashier and confirm the withdrawal status is still pending, not failed.
- Check whether an active bonus remains; finish the required play before requesting a payout.
- Compare the payout method with the deposit method used; mismatches delay release.
- Make sure your name on the account matches the payment account exactly.
- Confirm your identity documents show as approved in the account settings.
- Cancel the pending request and resubmit it if the amount or method was wrong.
- Keep the account idle of new bonus claims while the payout is in review.
- Note the date and reference number of the request for any support message.
Contact support only after all documents are approved and the payout still shows pending beyond the stated review window.
Identity Verification Stuck or Documents Rejected
The verification page shows a rejected document or an upload that never moves to approved.
- Photos are blurred, cropped or show glare.
- The document is expired or the corners are cut off.
- A selfie does not clearly match the photo ID.
- The proof of address is older than the accepted period.
- The name on the document differs from the account name.
- Reopen the verification section and read the exact rejection reason shown for each file.
- Retake photos in bright, even light with all four corners visible and no flash glare.
- Use the original document, not a screenshot or a photocopy.
- Upload the front and back of the ID if the back was requested.
- Submit a proof of address that shows your full name and current address.
- For a name mismatch, add a supporting document that links both names.
- Upload one document at a time and wait for the status to change before adding more.
- Keep file sizes within the upload limit and use a common format.
Contact support when a document is rejected twice with no clear reason or when the upload fails repeatedly.
Cannot Sign In or Account Locked After Failed Attempts
The sign-in page returns an error or shows a locked account message after several wrong password entries.
- Caps Lock or a keyboard layout changed the password entry.
- The password was saved incorrectly in the browser.
- Too many failed attempts triggered a temporary lock.
- The account is blocked for a security review.
- An old password is still stored in the password manager.
- Use the sign-in page at Captain Cooks Casino bonus and type the password manually instead of autofill.
- Check Caps Lock and the keyboard language before trying again.
- Use the password reset link sent to the email on the account.
- Open the reset email in the same browser session and set a new password.
- Clear the saved password for the site and save the new one after a successful sign-in.
- Wait for the temporary lock to expire before another attempt.
- Try a different browser or the phone browser if the page keeps failing.
- Note the exact error text shown on screen for the support request.
Contact support when the reset email never arrives or the lock remains after the waiting period.
Welcome Bonus or Free Spins Not Credited
The account shows no bonus balance and the free spins counter stays at zero after sign-up.
- A bonus code was entered with a typo or extra space.
- The first deposit was made without the bonus selected.
- The deposit method used is excluded from the offer.
- The account already had a bonus attached.
- The offer required a minimum deposit that was not reached.
- Open the bonus section and confirm the welcome offer appears as available or active.
- Check the exact spelling of the captain cooks casino bonus codes used at deposit.
- Make sure the code was entered before confirming the deposit, not after.
- Confirm the deposit was the first one on the account.
- Use a deposit method that is allowed for the welcome offer.
- Wait for the bonus to load, then refresh the page or sign out and back in.
- Finish any bonus already active before claiming a new one.
- Take a screenshot of the deposit receipt and the bonus page.
- Note the code used and the time of the deposit for the support message.
Contact support when the code was correct, the deposit qualifies and the bonus still does not appear after signing in again.
Keep your account name, payment details and documents consistent from the first deposit; most payout, verification and bonus problems start with a small mismatch there.