Many players assume a Mega Riches account works the moment they sign up, so a pending verification message or a blocked game comes as a shock. The usual cause is that a step on the player’s side is unfinished or a detail does not match the records the casino holds.
Identity checks that stall or documents that come back rejected
You upload your ID and proof of address, then the status sits on pending or the files return as rejected, and the account stays limited until the check clears. At Mega Riches app, the usual culprits are ordinary mistakes in the upload rather than anything serious.
- Photos that are blurred, cut off at the edges or show glare from a lamp.
- A document that has expired or shows an old address.
- The name or date of birth on the account differs slightly from the document.
- Only one side of an ID card was sent when both sides are needed.
- A screenshot was uploaded instead of an original photo or scan.
- Lay the document flat on a plain surface in daylight and photograph the whole page, corners included.
- Keep the file in a common format and avoid heavy compression that turns text into smudges.
- Send both sides of a card and every page of a multi-page document.
- Match the name on your profile exactly to the document, including middle names and accents.
- Use a proof of address that is recent and shows the same address as your profile.
- Make sure the document has not expired before you send it.
- Upload each file once and wait for the review to finish before sending replacements.
- Remove any other document from the frame so the reviewer sees only the one requested.
- If a file is rejected, compare it with the reason given before sending a new copy.
- Update your profile details first if the mismatch is there, then resend the document.
- Keep the files you sent so you can resend the same copies if asked.
- Contact support when a correct document has been rejected more than once, with the file and the rejection reason in the message.
Contact support when a clean, current document has been refused twice or the check has not moved at all.
Games that fail to load in the phone browser
You open a game on your phone and see a blank screen, a spinning loader or a page that stops halfway. Most of these failures come from the browser session or the connection, not from the account.
- A stale page or cached files from an earlier visit.
- A weak mobile signal or a switch between Wi-Fi and mobile data mid-load.
- Several tabs and background apps competing for memory.
- An outdated phone browser.
- A game provider whose content is still loading while the page shows nothing.
- Reload the page once and give the game a moment to finish loading.
- Close other tabs and background apps to free memory.
- Clear the browser cache and cookies, then sign in again.
- Switch to a stable Wi-Fi network or move to a spot with a stronger signal.
- Update your phone browser to its latest version.
- Turn off any content blocker or script blocker for the casino page.
- Open the site in a private browsing window to rule out old data.
- Try a different game from the same provider to see whether the fault is one title or the whole lobby.
- Restart the browser completely rather than just closing the tab.
- Restart the phone if the lobby still refuses to load.
- Log in once more through the mega riches casino login page instead of an old bookmark.
- Contact support when every game fails after these steps, naming the phone model and browser you use.
Contact support when the lobby will not load on a stable connection after a cache clear and a browser update.
Welcome bonus or free spins that never arrived
You make your first deposit expecting the welcome offer, and the balance shows only the deposit with no bonus and no spins. The offer is nearly always tied to a condition that was not met at the time of the deposit.
- The bonus code was not entered, or was typed with an error.
- The deposit was made before the bonus was selected in the cashier.
- The account was not fully verified when the deposit landed.
- The offer applies to first deposits only and an earlier deposit already used it.
- A payment route that the offer excludes was used.
- Open your bonus history and see whether the offer is listed as pending, active or absent.
- Check that the deposit was the first one on the account.
- Confirm the bonus code was spelled exactly as shown, with no extra spaces.
- Finish any open verification step, since many offers release only on a verified account.
- Look at the cashier to see whether the bonus must be claimed with a button after the deposit.
- If the deposit went in without the code, contact support before playing further.
- Avoid spending the deposited funds until the bonus question is settled.
- Keep a screenshot of the offer as you saw it when you deposited.
- Note the time of the deposit and the amount for your message.
- Send one clear message describing what you expected and what you received.
- Wait for the reply before making another deposit meant for the same offer.
- If the bonus was credited but the spins are missing, mention both in the same message.
Contact support as soon as the deposit is confirmed and the bonus is absent, since delays make the case harder to trace.
Deposits taken by the bank but missing from the balance
The bank shows the payment as completed while the casino balance stays unchanged. In most cases the money is in transit between the payment provider and the casino, or the deposit went to an account that is not the one in use.
- The payment is still being confirmed between the provider and the casino.
- The deposit was sent while logged into a second account.
- A payment method was used that the account does not support.
- The transaction failed on the provider side after the bank had already authorised it.
- A bonus claim in progress held the deposit back for review.
- Refresh the balance and the transaction history after a short wait.
- Confirm the payment reference in your banking record matches the casino transaction.
- Check that you were signed into the account you meant to top up.
- Make sure no other account of yours received the funds.
- Note the exact time, amount and method used for the deposit.
- Keep the bank confirmation or receipt ready.
- Do not repeat the deposit straight away, since a duplicate can complicate the case.
- Send support the reference number and the amount in one message.
- Reply with the bank receipt if support asks for proof of the payment.
- Avoid moving funds out of the account while the deposit is being traced.
- Follow the case through one message thread rather than opening new ones.
- Contact support when the bank marks the payment as settled and the balance still shows nothing.
Contact support once your bank confirms the payment has left and the casino balance has not changed.
Keeping your profile details identical to your documents, using one browser for the mega riches casino app session and claiming each offer before you deposit prevents most of these problems.