MyStake Bonus, KYC, Deposit and Login Problems Fixed

You open the page over morning coffee and the balance still shows nothing new. A missing credit is nearly always a mismatch between what the promotion expected and what the account currently shows.

Welcome bonus and free spins missing from the balance

You claim the welcome offer, land on the games, and the bonus or free spins never appear. Most of the time a single condition was not met, and https://my-stake.gb.net applies the same rules to every player.

• The deposit that should trigger the offer was made without the promotion attached.
• The promo code was typed with a space, a capital letter or a wrong character.
• The qualifying payment had not settled when the bonus was scheduled to apply.
• The offer applies only to a first deposit, and an earlier one already used it.
• The selected game does not count towards the offer, so spins or funds stay hidden.

1. Open the promotions area and compare the claim with the offer you meant to use.
2. Re-enter the code in the bonus field and remove any spaces before you confirm.
3. Make the next qualifying payment only after the code is accepted on screen.
4. Open the game that the free spins belong to and start it once; spins often sit inside the game itself.
5. Write down the code you used and the moment you claimed it, because support will ask.

Message support when the claim shows as accepted on screen but nothing appears after you have opened the right game.

Identity check stuck or a document turned down

The account shows verification pending, or a document you sent comes back marked as rejected. Most rejections come from how the image was made rather than from the document itself.

• Part of the document is cut off or covered by a finger or glare.
• The photo is blurred, too dark or taken at an angle.
• The name or address on the document does not match the account details.
• The file type or size falls outside what the upload form accepts.
• Only one side of a two-sided document was sent.

1. Place the document on a flat surface in daylight and fill the frame with it.
2. Hold the phone steady and avoid shadows from your hand.
3. Compare the name and address on the document with the details in your profile.
4. Update any detail that differs before you upload again.
5. Send both sides of the document if it has information on the back.
6. Upload one clear image per request instead of a folder of files.
7. Keep the original document to hand in case support asks for a second view.
8. Pause fresh uploads while an earlier one is still being reviewed.
9. Save the confirmation you see after sending, in case the queue needs tracing.
10. Repeat the process only once, with a sharper image.

Contact support when a document you know is valid is refused again with the same reason.

Deposit left the bank but the balance is unchanged

The bank shows the payment as sent while the account balance sits at zero. The gap is usually a reference that did not match or a payment still in transit.

• The payment reference or account number was copied with an error.
• The deposit was sent from an account in someone else’s name.
• The payment is still moving between the bank and the casino.
• The deposit type chosen does not support instant credit.

1. Check the payment reference against the one shown in your deposit history.
2. Confirm the sender name matches the account holder exactly.
3. Save a screenshot of the bank confirmation showing the reference.
4. Allow the payment to settle before you send anything else.
5. Do not resend the same amount, because a duplicate can arrive twice.
6. Keep the bank reference number ready for the message to support.
7. Send one message with the reference, the amount and the screenshot.

Contact support as soon as the bank confirmation exists but the balance has not moved after the payment settles.

Login refused or the account locked after failed attempts

The screen rejects the password, or the account locks after several tries in a row. Locking is a safety step, and most login failures come from small typing differences.

• Caps lock is on, or the keyboard adds a space at the end.
• The password was changed on another device.
• The email address on the account differs from the one being typed.
• A password manager fills in an old saved password.
• Too many attempts in a row triggered the lock.

1. Type the password by hand in a plain text field to see each character.
2. Turn off autocorrect and check that no space follows the last letter.
3. Confirm the email address matches the one used at sign-up.
4. Try the phone browser on mobile data instead of the saved network.
5. Stop after a few failures rather than testing every old password.
6. Use the password reset link and set a new password you have not used before.
7. Clear the saved password in the browser so the old one is not refilled.
8. Sign in once, and avoid opening several tabs at the same time.

Contact support when the reset link never arrives or the lock stays in place after a successful reset.

Quick Reference

Each problem has one usual cause and one first check that saves the most time.

Start with the first check in the row that matches what you see on screen. If that check passes, move along the steps in the matching section above. Keep one screenshot of each claim, document and payment until the issue is closed. That record lets support trace the case without a fresh round of questions. Players who keep the reference on hand resolve most cases in a single message. The same habit makes bonus, slots or promo code questions easier to settle across the account.

Before you press claim, deposit or send, compare the details on screen with your own record one last time; that single pause prevents most of the problems covered here.