You assume a pending withdrawal means the casino is holding your money, but the screen shows the request still pending after you expected it to clear. The most common cause is that a withdrawal cannot be released until identity verification is finished and the payment details match your account.
Identity verification is stuck or documents are rejected
You see a banner asking for documents, or your uploaded files show as rejected with no clear reason.
- The photo is blurry or the edges of the document are cut off.
- The name on the document does not exactly match the name on the account.
- A document has expired or the address shown is out of date.
- You uploaded a screenshot instead of a photo of the physical document.
- Part of the document is covered by a finger, glare or a reflection.
- Take a new photo in a room with bright, even light.
- Place the document on a flat, dark surface before you shoot.
- Make sure all four corners and every line of text are visible.
- Use the original document, not a copy or a printout.
- Check that the name and address match what you entered during sign-up.
- Upload each document separately so nothing is merged into one file.
- Avoid screenshots and cropped images because they are often rejected.
- If your address changed, update it in your profile before you resend the document.
- Use a file format the upload form accepts and keep the file size moderate.
- Submit again only after you have corrected the issue, not repeatedly with the same file.
- Give the review process a little time before you assume the new upload failed.
- Contact support if a rejection message names a document you have already sent correctly, or if the same file is refused twice without explanation.
The site or games do not load properly on a phone
You open the site in your phone browser and see a blank screen, spinning loader or a game that freezes after the first spin.
- The mobile connection is weak or switching between Wi-Fi and mobile data.
- Browser cache and cookies are outdated or corrupted.
- A pop-up blocker or ad blocker is stopping the game window.
- The browser is an older version that no longer supports the game format.
- Too many tabs or background apps are using the phone’s memory.
- Close all other tabs and apps before you reload the page.
- Switch to a stable Wi-Fi network or a strong mobile data signal.
- Clear the browser cache and cookies for the site.
- Turn off pop-up and ad blockers for the site, then reload.
- Update your phone browser to the latest version available.
- Disable any battery-saving mode that restricts background data.
- Open the site in a private or incognito window to test without stored data.
- Try a different browser to see whether the problem follows the browser.
- Restart the phone to free memory and reset network connections.
- If a single game fails, try another game to see whether the issue is limited to that title.
- Keep the phone’s operating system updated for better browser performance.
- Do not install unofficial apps or tools to fix loading; use only the browser.
- Contact support if the site fails to load on multiple browsers and networks, or if a game error message repeats after these steps.
A withdrawal is pending longer than expected
You see the withdrawal marked as pending, and the balance has not moved to your payment method.
Before you worry, remember that a withdrawal on https://olg.eu.com/ may simply be waiting for verification and for the payment details to match the account holder.
- Identity verification is still open or was recently resubmitted.
- The withdrawal method does not match the deposit method used.
- Bonus conditions tied to the funds have not been completed.
- The payment details contain a small error, such as a digit in the account number.
- The request was made during a period when the payment provider is not processing.
- Open your withdrawal history and confirm the request is still listed as pending.
- Check that your identity verification shows as complete.
- Make sure the payout method is one you have used before and that it is in your name.
- Review any active bonus and confirm the play conditions tied to it are finished.
- Confirm that the account number or wallet address is exactly correct.
- Do not cancel and resubmit repeatedly, because that can restart the queue.
- Keep the confirmation you received when you requested the withdrawal.
- Use the same payment route for deposits and withdrawals where the site requires it.
- Wait for the pending status to change before you take further action.
- Avoid making new deposits that could complicate the balance while the request is open.
- Note the date and time of your request so support can locate it quickly.
- Contact support if the request stays pending and verification is complete, or if you see an error that the payment details do not match.
A deposit left the bank but is not on the casino balance
Your bank shows the payment as completed, yet the casino balance has not changed.
- The payment is still being processed between the bank and the payment provider.
- The deposit was sent to an old or incorrect payment reference.
- A deposit bonus was applied and the balance is shown in a separate bonus area.
- The payment was made from an account that is not in your name.
- A bank security check has paused the transfer.
- Refresh the balance and your transaction history before you do anything else.
- Check the bank statement for the exact reference and amount.
- Confirm that the deposit was sent using a method the site accepts for your account.
- Look for a separate bonus balance that may hold the funds.
- Make sure the payment account is registered in your own name.
- Take a screenshot of the bank confirmation for your records.
- Do not send a second deposit to speed things up, because that can create a duplicate.
- Allow the payment provider time to pass the funds to the casino.
- Check your email and account messages for a request for more information.
- Keep the transaction ID from your bank ready for support.
- If the payment was made by card, confirm that the card is still active and not blocked.
- Contact support if the bank shows the payment as completed and the balance is still unchanged after the provider has had time to process it.
Quick Reference
The table below matches each common problem to its usual cause and the first check to make.
| Problem | Usual cause | First check |
|---|---|---|
| Verification stuck or rejected | Unclear or mismatched document | Photo quality and name match |
| Games not loading on phone | Browser cache or blocker | Clear cache and disable blockers |
| Withdrawal pending | Verification or payment mismatch | Verification status and payout method |
| Deposit not credited | Provider still processing | Bank confirmation and transaction ID |
| Login fails on mobile | Typo or saved password error | Retype credentials manually |
The first row points to the document itself, so a sharp photo in good light solves most verification delays. The second row reminds you that the phone browser is the only player here, so cache and blockers are the first suspects. The third row shows that a pending withdrawal is usually a verification or matching issue rather than a lost payment. The fourth row means the bank has the record and the casino has not yet received the funds. The fifth row is the simplest: retype your details instead of relying on autofill. Use the table as a starting point, then follow the detailed steps for the problem you see.
Keep your identity documents, payment details and contact information current in your profile, and take clear photos only when you are asked, because this single habit prevents most verification, withdrawal and deposit problems.