You mistyped your password once and now the screen shows a lockout message instead of your balance. That lockout is usually caused by too many failed login attempts in a row.

Cannot log in or account locked after failed attempts

The player sees an error that the account is locked or the password is wrong, even after entering the correct one. Possible causes include:

• Several wrong passwords entered in a short period.
• Password saved incorrectly by the browser or a password manager.
• Typing the email address with a different letter case or a space at the end.
• Using the wrong login field, such as a username instead of the email on the account.
• A temporary technical problem on the site that blocks the login form.

Work through these steps to regain access:

1. Stop trying to log in for a short while so the failed-attempt counter can reset.
2. Open the site in a private or incognito window to rule out saved data.
3. Type the email address by hand, without autofill, and check for extra spaces.
4. Enter the password slowly and use the show-password option to catch typos.
5. Try the password reset link sent to the email address registered on the account.
6. Open the reset email in the same browser and follow the link once.
7. Set a new password that you have not used on this account before.
8. Log in with the new password and confirm that the lockout message is gone.
9. If the reset email does not arrive, check the spam and promotions folders of the inbox.
10. Make sure the email address on the account is still one you can open.
11. Clear the browser cache and cookies if the login page keeps loading without a result.
12. Switch to a different browser or to the phone browser if the problem continues.

Contact support when the reset email never arrives and you cannot reach the account another way.

Withdrawal pending longer than expected

The player sees a withdrawal marked as pending while the balance has already been reduced. Possible causes include:

• Identity or address documents still waiting for review.
• A payment method that has not been confirmed as belonging to the player.
• Bonus funds still tied to playthrough conditions on the account.
• A withdrawal request sent while a previous one is still open.
• A mismatch between the name on the account and the name on the payment method.

These steps help move a pending withdrawal forward:

1. Open the withdrawal history and note the exact status shown for the request.
2. Check the document section for any item marked as required or rejected.
3. Upload a clear photo of each requested document, with all corners visible.
4. Make sure the name on the account matches the name on the payment method exactly.
5. Review active bonuses on the account and complete any remaining playthrough.
6. Cancel a duplicate withdrawal request if two are open at the same time.
7. Remove any bonus balance from the account before requesting a cash withdrawal.
8. Confirm that the payment method used for the deposit is the one chosen for the withdrawal.
9. Send the requested documents again if the first upload was blurry or cropped.
10. Wait for the review to finish before sending a second request.
11. Keep the email address on the account active so support can reach you.
12. Use bitstarz.gr.com/ support chat if the status has not changed after the review window shown on the account.
13. Ask support for the specific reason the request is still pending, not only for a status update.

Contact support when every document is approved and the request still shows as pending with no explanation.

Deposit left the bank but not on the casino balance

The player sees the money gone from the bank account while the casino balance stays unchanged. Possible causes include:

• The payment provider has not yet passed the confirmation to the casino.
• The deposit was sent to an old payment detail that is no longer active.
• The transaction failed on the provider side but the bank still holds the amount.
• The deposit went to a different account or a different currency wallet.
• A bonus code entered with the deposit was invalid, so the payment was held for review.

Follow these steps to trace a missing deposit:

1. Open the transaction history on the account and find the deposit entry.
2. Note the reference number shown for the transaction.
3. Compare the amount and the time with the bank statement.
4. Check whether the bank shows the payment as completed or still processing.
5. Return to the cashier and refresh the balance after a short wait.
6. Log out and log in again so the balance loads fresh from the server.
7. Confirm that the deposit was made to the account you are logged into.
8. Check that the currency of the deposit matches the currency of the account.
9. If a bitstarz casino bonus code was used, confirm that it was typed in the bonus field and not in a reference field.
10. Remove any spaces before or after the code and resubmit the deposit only if the first one failed.
11. Take a screenshot of the bank transaction and the casino history for the same payment.
12. Send both screenshots to support with the reference number in the message.
13. Wait for support to confirm the payment before sending the money again.

Contact support when the bank shows the payment as completed and the casino history has no record of it.

Welcome bonus or free spins not credited

The player sees the deposit on the balance but no bonus and no free spins added. Possible causes include:

• The bonus code was typed with a spelling mistake or in the wrong field.
• The deposit was made before the code was entered.
• The welcome offer was already used on an earlier account.
• The minimum deposit condition for the offer was not met.
• The bonus was credited but hidden behind a separate bonus balance tab.

Use these steps to claim the bonus correctly:

1. Open the bonus section and look for a separate bonus balance or active offers list.
2. Confirm whether the offer is already active and waiting to be played.
3. Check that the bonus code matches the one shown for the current promotion.
4. Type the bitstarz bonus code in the bonus field at the cashier, not in the message field.
5. Remove extra spaces and use the exact upper and lower case shown in the offer.
6. Make the qualifying deposit after the code is accepted by the form.
7. If the deposit was already made, ask support whether the code can still be applied.
8. Check that the deposit amount meets the minimum set for the offer.
9. Confirm that the payment method used is allowed for the welcome offer.
10. Look at the free spins section to see whether spins are waiting to be activated.
11. Note the time and amount of the deposit before contacting support.
12. Send support the bonus code bitstarz reference and the deposit details in one message.

Contact support when the code was entered correctly, the deposit met the conditions and nothing was credited.

Quick Reference

Use this table to match the symptom on screen with the first check worth doing.

Each row in the table points to the cause that most often fits the symptom. Start with the first check before sending a message to support, because it answers the most common question. A locked account rarely needs manual help; the reset link usually restores access. A pending withdrawal often clears once the missing document is uploaded. A missing deposit is usually a timing issue between the bank and the provider. A missing bonus is usually a code entered in the wrong field or after the deposit. Keep the reference numbers from each check so support can act faster.

The practical habit that prevents most of these problems is entering the bonus code before confirming any deposit and saving a screenshot of every cashier step.