You press the deposit button, the bank confirms the payment, yet the balance still shows the old figure, and it stays that way after a refresh. Most often the transfer is still being matched to your player account, which simply takes a little longer than the screen suggests.
A deposit that left the bank but is missing from the balance
The money has gone from your bank account, the casino balance still shows the old figure, and the deposit history may show nothing at all. The gap is usually a matching problem, not a lost payment.
- The payment was sent from an account or card that does not carry your own name.
- A reference or player ID was missing from the transfer.
- The bank marked the transaction as pending while it runs its own checks.
- You used a second account, which breaks the one-account rule.
- The deposit landed after a session expired, so it was not linked to your profile.
- Refresh the balance and open the deposit history before doing anything else.
- Keep the bank receipt or confirmation screen; you will need it if support asks for proof.
- Compare the amount and the reference on the receipt with the entry in your history.
- Confirm that the payment left an account in your own name, since third-party payments cannot be credited.
- Check that your bank has not held the transfer for a routine security review.
- Log out of https://casinodemontrealenligne.com/ and sign in again so the balance reloads from the server.
- Wait for the pending status to clear before repeating the deposit.
- Never send the same payment twice to speed things up; a duplicate creates a second case to untangle.
- Note the date and time of the transaction so support can trace it quickly.
- Take a screenshot of the deposit history page showing the missing entry.
- Prepare your player ID and the last digits of the payment method used.
- Send one message to support with the receipt, player ID and screenshot attached.
Contact support when the bank shows a completed transfer, the balance has not moved after a fresh sign-in, and you have waited longer than feels reasonable.
Games and pages that fail to load on a phone browser
You open the site on your phone, the lobby appears, but a game stays on a blank screen or the page freezes halfway.
- The mobile connection dropped or switched between Wi-Fi and data mid-load.
- The browser is outdated or has cached an old version of the page.
- A pop-up blocker or ad blocker is stopping the game window.
- Too many tabs are open, and the phone has run low on memory.
- The game itself is briefly unavailable on the provider side.
- Reload the page once and see whether the game recovers on its own.
- Close the game and open a different title to learn whether the fault is site-wide or single-game.
- Switch from Wi-Fi to mobile data, or the other way round, and try again.
- Clear the browser cache and cookies for the site.
- Update the phone browser to its latest version.
- Turn off ad blockers and pop-up blockers for this page only.
- Close unused tabs and background apps to free memory.
- Restart the phone, then log back in to the casino of Montreal and open the game fresh.
- Try a different browser as a quick test; if it works, the old one is the culprit.
- Check that the phone has enough free storage for the browser to run smoothly.
- Keep the phone’s operating system updated, since old versions break modern pages.
- Disable any battery saver that suspends the browser during play.
Contact support when every game fails across two browsers on a stable connection, or when one specific title stays down for a long stretch.
Identity verification that stalls or documents that get rejected
You uploaded your documents, the account still shows verification as pending, or one file came back rejected without a clear reason.
- Photos are blurry, cropped or full of glare.
- Only one side of an ID was provided, or a corner is cut off.
- The document has expired or the name does not match the account.
- The file format or size is outside what the upload form accepts.
- Details on the document differ slightly from the ones you entered.
- Open the verification section and confirm exactly which document is still needed.
- Retake photos in daylight on a plain dark surface, with no flash.
- Keep the whole document in frame, including all four corners.
- Upload both sides of any ID that has information on the back.
- Make sure the name matches your player profile letter for letter, including middle names.
- Check the expiry date on every document before uploading.
- Use a recent proof-of-address document only, and make sure the address matches what you entered.
- Convert files to the accepted format before uploading, rather than uploading raw phone files.
- Upload one document at a time and wait for the result before sending the next.
- Do not send the same document repeatedly; duplicate uploads slow the queue.
- Keep the rejected copy so you can see what went wrong and avoid repeating it.
- Retype the reference number shown on the rejection message when contacting support.
- Write a short message explaining what you corrected if a document was rejected twice.
Contact support when the status has not changed after a correct re-upload, or when a rejection message gives no reason at all.
A welcome bonus or free spins that never arrived
You signed up, made the first deposit or entered a code, and the balance shows no bonus and no free spins.
- The bonus code was missing, mistyped or entered after the deposit.
- The minimum qualifying deposit was not met or the payment method used is excluded.
- The bonus was claimed before, on this or another account.
- A bonus is already active, and the two offers cannot run together.
- The deposit itself has not yet been credited to the balance.
- Open the bonus or promotions page and check whether the offer shows as active or still claimable.
- Confirm that the deposit appears in your history before looking for the bonus.
- Re-enter the code in the exact place the offer requires, and mind the letter case.
- Check that your first deposit matched the conditions attached to the offer.
- Cancel any active bonus that could be blocking the new one.
- Log out and back in so the balance and bonus wallet refresh.
- Look for a separate free spins section, since spins sometimes sit apart from cash.
- Open the spun game itself, as some titles only show spin counts inside the game.
- Note the order in which you claimed the offer; offers must be claimed before depositing.
- Capture a screenshot of the promo page and the transaction where the offer was supposed to apply.
- Send support your player ID, the code used and the deposit reference in one message.
- Avoid claiming a second offer while the first is unresolved, as it can void both.
Contact support when the conditions were clearly met, the code was correct, and the bonus still has not appeared.
Most of these problems disappear when a player pays only from an account in their own name, keeps one document style consistent across the profile, and reloads the page before repeating any action.