You assume a submitted identity document is approved the moment it uploads, so you keep waiting instead of acting, and the review screen stays stuck on pending. Most often the file is blurred, cropped or does not match the name on the account.

Identity verification stuck or documents rejected

Players see a pending review or a rejection notice without a clear reason, and the cashier stays locked.

• The photo or scan is blurry, cropped or shows glare.
• The document has expired or the corners are cut off.
• The name on the account differs from the document.
• The address proof is older than the provider accepts or shows a different address.
• The same document was sent several times in different formats.

1. Open your profile and find the verification area. It shows which document type is still missing.
2. Take a fresh photo in daylight, with the whole document visible and no flash glare. https://rocketplaycasino7.com accepts clear images of the original document, not screenshots of a screen.
3. Make sure all four corners and the photo page are inside the frame.
4. Check that the name and address on the document match what you entered at sign-up.
5. Upload one file per document type instead of sending the same file twice.
6. For address proof, use a recent utility bill or bank statement that clearly shows your name and address.
7. If the file is too large, reduce its size without cutting off any part of the document.
8. Submit the new file and leave the verification screen open until the upload confirms.
9. Do not create a second account to speed up the process; that causes further checks.
10. If a rejection notice names a specific problem, fix only that issue and resubmit once.
11. Contact support when a clear document is rejected twice or the review stays pending after a full set of files is uploaded.

Site or games do not load properly on a phone

The page freezes, spins or shows a blank area when you open Rocket Play casino on your phone browser.

• A weak mobile connection or a dropped Wi-Fi signal.
• An outdated phone browser or too many open tabs.
• Cached data or cookies from an earlier visit.
• A game provider that needs a moment to load on a slower device.
• Background apps using memory and data.

1. Switch between Wi-Fi and mobile data to see whether the connection is the cause.
2. Close other apps that run in the background and free up memory.
3. Open a new private tab in your phone browser and sign in through the Rocket Play casino login page.
4. Clear the browser cache and cookies, then reload the site.
5. Update your phone browser to the latest version available for your device.
6. Turn off any content blocker or data-saving mode for the site.
7. Load one game at a time instead of several tabs.
8. Rotate the phone to landscape and back, which can refresh a frozen game window.
9. Restart the phone and try the site again in the browser.
10. If only one game fails, try a different title from the same provider.
11. Contact support when the site fails on a stable connection and a second browser shows the same result.

Deposit left the bank but is not on the casino balance

Your bank shows the payment as sent, but the casino balance stays the same and the cashier shows no record.

• The bank has sent the money but the payment provider has not confirmed it yet.
• The deposit was sent to an old payment detail saved in your banking app.
• The payment is held for a security check on the bank side.
• A currency or account mismatch between the bank and the casino profile.
• The payment was made from a card or account that is not in your name.

1. Take a screenshot of the bank transaction showing the amount, time and reference.
2. Refresh the cashier page in the casino and check the transaction history.
3. Wait for the bank transfer to show as completed rather than pending.
4. Check that the payment details used match the ones shown in your casino cashier.
5. Confirm that the bank account or card belongs to you and matches your profile name.
6. Do not repeat the deposit straight away; a second payment can create a double charge.
7. Note the reference number from your bank statement.
8. Open the cashier history again after a short break, since some payments confirm later.
9. Check your bank messages for a security confirmation request.
10. Prepare a clear screenshot of both the bank record and the casino cashier.
11. Contact support when the bank marks the payment as completed and the balance still does not show it.

Welcome bonus or free spins not credited

The Rocket Play casino welcome bonus or its free spins are missing after a deposit, and the balance shows only the amount you paid in.

• The deposit was made before the bonus was selected or the code was entered.
• The minimum deposit condition for the offer was not met.
• The bonus was already claimed on an earlier deposit.
• The payment method used is excluded from the offer.
• The account is still waiting for identity verification before the bonus is released.

1. Open the bonus section of your profile and check whether the offer is listed as active or used.
2. Compare the deposit amount with the minimum stated for the welcome offer.
3. Enter the bonus code exactly as shown, with no extra spaces, before confirming the deposit.
4. Check that the payment method you used is allowed for the offer.
5. Complete any pending identity check, because bonuses are often held until verification passes.
6. Avoid making a second deposit to trigger the same offer; it may not apply twice.
7. Note the time of the deposit and the name of the offer you expected.
8. Refresh the bonus page after signing in again through the Rocket Play casino login screen.
9. If free spins are missing, open the games list and check for an offer badge on the eligible slot.
10. Keep a screenshot of the deposit confirmation and the bonus section side by side.
11. Contact support when the deposit met the stated conditions and the bonus still does not appear.

Keep your profile name, address and payment details identical everywhere, and upload clear documents at the first request; this single habit prevents most verification, deposit and bonus delays.