Tapping the back button in the middle of a free spin round, or closing the tab too early, can leave the reward missing from your balance even though the screen showed a win. The most common cause is that an action was interrupted before Mystake recorded it, so the system has no finished event to credit.
Games and pages that stall on a phone browser
The lobby loads but a game stays on a blank frame, or the page reloads itself in a loop.
- An unstable mobile connection drops the game request partway.
- The browser keeps an old cached copy of the page.
- Power-saving mode freezes background scripts the game needs.
- A pop-up or content blocker stops the game window from opening.
- The browser version is too old for the game’s graphics.
- Close every open tab except the one running Mystake, then reload the page once.
- Switch from mobile data to Wi-Fi, or the other way round, and see if the game opens.
- Turn off power-saving mode for your browser in the phone settings.
- Clear the browser cache and cookies for the site, then sign in again.
- Disable content blockers for the page and reload it.
- Open the game in a private or incognito window to rule out stored data.
- Try a different browser that you keep updated.
- Free up memory by closing other apps running in the background.
- Restart the phone, then open the page and wait for the lobby to finish loading before tapping a game.
- If a single game still fails while the rest of the lobby works, note its name and the time it failed.
Contact support when every game fails in two different browsers on a stable connection.
Identity checks that stall or documents that come back rejected
The verification screen stays on pending for a long stretch, or a document is returned with a rejection note.
Players in Mystake UK face the same document rules as everyone else, and the check has to pass before a withdrawal can move. Mystake bonus keeps the request open until each file meets those rules, so a blurred photo holds the whole process.
- A photo is blurred, cropped or shows glare across the text.
- The document has expired or the corners are cut off in the frame.
- The name on the document differs from the name on the account.
- The proof of address is older than the period the site accepts.
- A file was uploaded in a format the system cannot open.
- Open your profile and check which document type is still requested.
- Photograph the document on a flat, dark surface in daylight.
- Fit all four corners inside the frame without cropping.
- Keep your fingers and any reflection out of the shot.
- Upload the original file rather than a screenshot of it.
- Use the common image or PDF formats the upload field accepts.
- Make sure the name and address match your account details exactly.
- Submit a proof of address that shows your name, address and a recent date.
- Upload one document at a time and wait for the upload bar to finish.
- Reopen the verification page after uploading to confirm the file is listed.
Contact support when a document is rejected twice without a clear reason on screen.
Welcome bonus and free spins that never arrived
The balance shows the deposit but the bonus or the Mystake casino free spins are absent from the account.
- The bonus code was typed with a space or a wrong character.
- The deposit was made before the code was entered.
- The account was opened after the welcome offer stopped applying to new players.
- An earlier bonus on the same account blocks a second welcome reward.
- The free spins were credited to a specific game and sit inside that game, not in the cash balance.
- Open your bonus history and check whether the reward appears there as pending.
- Compare the code you entered with the one shown on the offer page, character by character.
- Check that no space came before or after the code in the field.
- Confirm the deposit itself completed and shows in your transaction list.
- Look at the game named in the free spins offer and open its spin counter.
- Close the lobby and sign in again so the balance refreshes.
- Clear the browser cache if the balance still looks unchanged.
- Check that no other active bonus is running on the account.
- Repeat the deposit only if the first one failed, and enter the code in the bonus field first.
- Note the code, the deposit time and the reward name before you write to support.
- Attach a screenshot of the bonus history to your message.
Contact support when the code was correct, the deposit completed and the reward is still missing after a fresh sign-in.
Before each deposit, enter the bonus code in its field and wait for the confirmation on screen before paying, and keep one browser window for the session so nothing is half-finished.
