You tap the deposit button, the bank confirms the payment, yet the balance still shows the old figure, and the bonus credit stays out of reach. That gap is most often a payment that is still being processed between the bank and the casino ledger, not lost money.
A deposit that left the bank but never reached the balance
The player sees a pending or completed payment on the bank side and an unchanged casino balance, sometimes for a while.
- The payment is still moving through the banking network.
- The deposit was sent with a method the account does not support.
- The account name and the bank account name do not match.
- A bonus code was entered with a typo, so the credit was held back.
- The account still lacks completed identity verification.
- Take a screenshot of the bank confirmation with the reference number visible.
- Close the cashier and open it again, then refresh the balance.
- Compare the amount and currency you sent with the amount you typed in the cashier.
- Check that the name on the bank account matches the name on the casino account.
- Retrace the bonus code you used, character by character.
- Complete any identity step the cashier asks for before the credit can land.
- Keep the screenshot and the reference number together in one place for later.
Contact support when the bank shows the payment as complete and the balance still has not moved after you have done these checks.
Login blocked or account locked after failed attempts
The player types the password, sees a rejection, tries again, and then the account locks with a message on the login screen.
- The password was typed with a keyboard layout or capital letter error.
- Too many failed attempts triggered a temporary lock.
- An old password saved in the browser is being filled in automatically.
- The account is already open in another tab or device.
- Two-step confirmation codes are not arriving on the registered phone or email.
- Stop retrying at once, since more attempts extend the lock.
- Type the password by hand in a plain text field first, then paste it.
- Turn off browser autofill for the login page and clear saved passwords.
- Close every other tab and device session before the next attempt.
- Use the password reset link sent to the registered email address.
- Open the reset email on the same phone browser you use for play, not a shared computer.
- When two-step confirmation is on, request a fresh code and enter it promptly.
- Log in to Quatro Casino bonus from the phone browser and confirm the dashboard loads with your balance.
Contact support when the reset email never arrives or the lock message stays after a full day without attempts.
Identity verification stuck or documents rejected
The player uploads a document, the status stays pending, or the file comes back rejected with no clear reason.
- Photos are blurry, cropped or taken at an angle.
- The document has expired or shows a corner folded.
- Details on the document differ from the name and address on the account.
- The file format or size is outside what the upload form takes.
- A proof of address is older than the period the check expects.
- Retake each photo in daylight, flat on a table, with all four corners visible.
- Cover nothing on the document and avoid glare from a lamp or flash.
- Check that the name, date of birth and address match the account exactly.
- Upload one document per request instead of a combined file.
- Use a recent proof of address that shows your full name and current address.
- Name each file clearly, such as passport front and utility bill.
- Reopen the verification page after each upload to see the new status.
- Keep the original files until the check passes, in case a second upload is needed.
Contact support when a document is rejected twice with no visible flaw or the status stays pending while no new request appears.
The habit that prevents most of these problems is doing identity verification and a small test deposit before claiming any bonus, so the account is clear when the credit is due and free spins are not held up by a pending file.