Uploading a blurry photo of your ID instead of a sharp one is often the small mistake that leaves the document review stuck, and the screen shows the same pending status day after day. The usual cause is an image the reviewer cannot match to your account details.
Identity verification stuck or documents turned down
The player sees the account stay in review or a rejection message on the upload page, even after sending papers more than once.
- The photo is blurry, cropped or covered by glare.
- The name or address on the document differs from the details on the account.
- Only one side of an ID was uploaded when both are needed.
- The proof of address is older than what the operator accepts or shows a different person.
- The file format or size does not match what the upload form allows.
- Open the account profile and compare the name, date of birth and address with your document.
- Fix any difference in the profile before uploading anything new.
- Photograph the document on a flat, well-lit surface without flash.
- Make sure all four corners and the text are inside the frame.
- Upload a colour copy, not a black-and-white scan.
- Send both sides of an ID if the document has two.
- Pick a proof of address that shows your name and full address clearly.
- Use a document that has arrived recently rather than an old bill.
- Save files in the format the upload form names and keep them below its size limit.
- Upload each document only once to avoid duplicates in the queue.
- Wait for the review result before sending the same file again, since a second copy can slow the check.
- If a rejection message names a document, replace only that one.
- Keep the file names simple and free of special characters.
- Contact Quatro Casino through its support channel if a document that clearly meets the rules is refused twice.
- Store the approved copies so later checks are quicker.
- Make sure nobody else’s document sits in your upload folder by mistake.
Reach out to support when the profile details are right, the copies are clear and a second review still ends in rejection.
A sign-up bonus code entered in the wrong field can also hold up a bonus linked to your identity check, so keep the code you used for the Quatro Casino sign up bonus in your notes while the review runs. Players who register at https://quatrocasinosca.org/ can upload documents straight from the profile area.
Sign-in fails or the account locks after wrong passwords
The player types the password, sees an error or a locked notice, and cannot reach the balance page.
- The password was typed with the wrong keyboard language or caps lock on.
- Too many wrong attempts triggered a temporary lock.
- The email address used is not the one on the account.
- A saved password in the browser is out of date.
- The account was opened with a different email than the one being tried.
- Type the password slowly in a plain text field first, so you can see each character.
- Check that caps lock and the keyboard language are correct.
- Try the email address you used at registration, including any alias.
- Clear the saved password for the site in the browser settings.
- Use the password reset link sent to your email if you cannot recall the password.
- Open that link on the same device and finish the reset in one go.
- Set a new password that you have not used on other sites.
- If a lock message appears, stop trying and let the lock period pass.
- Return after the lock ends and sign in once with the new password.
- Disable any password manager autofill for the login page if it keeps filling old details.
- Try a second browser or a private window to rule out stored data.
- On a phone browser, clear site data for the page and reload it.
- Check that your email inbox is not filtering the reset message into spam.
- Confirm the date and time on your device are correct, as a wrong clock can break sign-in.
- Use only one reset request at a time, since several links can cancel each other.
- Turn off a VPN if the login page behaves oddly with it on.
Contact support when the reset email never arrives, the lock outlasts its stated period, or the new password is refused at the first try.
A withdrawal stays pending past the expected window
The player sees the request marked pending while the balance has already been reduced.
- The identity check is not finished yet.
- A bonus in play still carries conditions that block the cash-out.
- The payout details do not match the account holder’s name.
- The request was sent before a bonus round was completed.
- The operator is running extra checks on a first withdrawal.
- Look at the account status and confirm the identity review shows as complete.
- Check whether an active bonus remains attached to the balance.
- Finish any remaining bonus conditions before filing a new request.
- Compare the payout details with the name and address on your profile.
- Correct any difference in the payout details and save the change.
- Cancel the pending request only if you plan to file it again with the corrected details.
- File a single request instead of several small ones, as multiple pending requests can hold each other up.
- Keep the confirmation or reference number from the request.
- Write down the status shown at the time of the request.
- Wait for the stated review window before raising a ticket.
- Avoid changing your password or details while the request is in review.
- Avoid logging in from a new country or device in that window, as it can add checks.
- Keep the payout account active and able to receive funds.
- Mark the date on which you last heard from support about the request.
- Contact support with the reference number if the status has not moved after the stated window.
Raise the ticket when the identity review is complete, the bonus conditions are met and the request still sits in pending after the window shown in the account.
A deposit left the bank but is missing from the balance
The player sees the money gone from the bank account while the casino balance shows no matching credit.
- The bank has moved the funds but has not yet passed the confirmation to the operator.
- The deposit went to a payment route that credits the balance with a delay.
- The deposit page was closed before the confirmation screen appeared.
- A bonus code was attached but the bonus rules sent the deposit elsewhere.
- Two deposits were sent close together and only one shows so far.
- Check the bank statement to confirm the payment is marked as completed, not just authorised.
- Write down the amount, time and any reference from the bank entry.
- Refresh the balance page once, without reloading the deposit screen.
- Wait out the delay that applies to that payment route before trying again.
- Do not send a second deposit to speed things up.
- Look in the transaction history of the account for a matching entry.
- Check whether the deposit landed in a bonus balance rather than the cash balance.
- If a code was used, confirm it applied to the deposit you made.
- Look for a pending or unclaimed bonus section that holds the credit.
- Take a screenshot of the balance and the transaction list with the time visible.
- Keep the bank reference next to that screenshot.
- Avoid entering the deposit again through the cashier while the first is unresolved.
- Check that the account has no verification hold that keeps credits frozen.
- Note any message shown on the deposit page at the time of payment.
- Contact support with the bank reference, amount and screenshot if the credit has not appeared after the route’s delay.
- Ask support to trace the payment rather than filing a second request elsewhere.
Get in touch when the bank entry shows completed, the delay for that route has passed and no matching credit appears in the history.
Most of these problems start with details that do not match, so keep the name, address and payout account identical to your documents and the verification check will run once and stay done.