At 7:40 on a Tuesday morning, the balance on the screen still shows the old figure after a top-up made minutes earlier. Most often the money sits in a pending state between the bank and the casino, so the two records simply have not met yet.

A deposit that left the bank but has not reached the balance

The player sees a debit on the banking page while the casino balance stays unchanged, and the transaction history may show nothing at all.

• The bank has reserved the amount but not yet sent it.
• The payment request failed silently after leaving the banking interface.
• A reference or account detail did not match the player profile.
• The transaction landed on an older account of the same player.
• A routine security review is holding the credit.

1. Close the casino page and the banking tab, then open both again after a short pause.
2. Open the transaction history in the account and note whether the payment appears as pending or failed.
3. Compare the amount, the time and the reference on the bank statement with that entry.
4. Confirm the payment went to the account details held in the player profile, not to an older set.
5. Keep a screenshot of the bank debit, since it is the proof support will ask for.
6. Resist sending the same deposit a second time until the first one is traced.
7. Check the registered email and phone for a message about the payment.
8. Make sure the casino account is fully set up, as incomplete details can hold a credit back.
9. Look at the balance again once the bank marks the transaction as settled rather than pending.
10. Repeat the deposit only with a fresh reference if the history shows it as failed.
11. Contact the banking provider if the entry stays pending on their side.

Contact support as soon as the bank confirms the debit as settled and it is still absent from the transaction history after a full review on both sides.

An identity check that is stuck or a document that keeps failing

The player uploads a passport photo and the account stays in review, or the file comes back marked as rejected without a clear reason.

• Glare, blur or a cropped edge on the photo.
• The name on the document differs from the name on the account.
• An expired document was submitted.
• Only one side of a two-sided document was sent.
• A proof of address is older than the casino accepts.

1. Open the luckygreencasino.eu.com account page on a phone browser, since the upload form works better there than in a squeezed desktop window.
2. Lay the document flat on a plain surface in daylight before taking the photo.
3. Fill the frame with the document and keep all four corners visible.
4. Skip the flash, because it washes out the print and the portrait.
5. Submit every side of the document, including the page with the signature.
6. Use a proof of address that shows the same name and address as the profile.
7. Upload each file on its own rather than combining several pages into one image.
8. Wait for the request to finish before closing the browser tab.
9. Send a new copy only when the old one is clearly marked as rejected.
10. Keep the original files, as a fresh copy is often what clears a stuck review.
11. Match the spelling of the name to the document exactly, without extra spaces.

Contact support when a clear, current document has been rejected more than once or the review has shown no change for a long stretch.

A withdrawal that stays pending far longer than expected

The player requests a payout, the money leaves the playable balance, and the request sits in a pending state with no further movement.

• The identity check was never completed.
• Bonus credit tied to the balance still needs finishing.
• The payout details do not match the player name.
• A payout route is not open for the account’s currency.
• A routine review of the account is under way.

1. Open the withdrawal history and note the exact status shown for the request.
2. Cancel nothing yet, because a cancelled request can lose its place in the queue.
3. Check that the identity check shows as passed rather than in review.
4. Confirm any active bonus has been fully played through before the payout was requested.
5. Match the name on the payout method to the name on the account letter for letter.
6. Look at whether the chosen payout route accepts the account currency.
7. Use one payout method at a time instead of splitting a request across several.
8. Check the inbox for a request for extra documents and answer it quickly.
9. Make sure the account is not flagged for a duplicated profile under a second email.
10. Leave the request alone once every condition is met, since edits restart checks.
11. Keep a note of the request time and status as proof if a query follows.

Contact support when every condition is met and the status remains pending with no message from the casino.

A login that fails or an account locked after several attempts

The player types the password, the screen returns an error, and after a few tries a message says the account is locked.

• A typo in the email or an older password still saved in the browser.
• Too many failed tries triggered an automatic lock.
• The account was opened with a different email address.
• A security check paused access to the profile.
• A saved login on another device overwrote the current one.

1. Type the email and password by hand instead of letting the browser fill them.
2. Check the email for a stray space or a mistyped domain.
3. Use the password reset link and set a new password of the length the form allows.
4. Clear the saved login for this page in the browser settings.
5. Try a private browser window to rule out an old session.
6. Turn off any translation tool on the page, as it can break the login form.
7. Switch from Wi-Fi to mobile data if the page keeps failing to load.
8. Wait out the lock rather than entering more guesses, which extends it.
9. Check the inbox and spam folder for a security message about the lock.
10. Prepare proof of ownership of the email address in case support asks for it.
11. Log in from one device only until the account is stable again.

Contact support when the reset link never arrives or the lock does not lift after the waiting period the message describes.

Keep the email address, name and payment details on the profile identical across every record, and most of these blocks never start.