Your bank shows the money gone, yet the casino balance still sits at zero, and the first suspect is a payment that reached the processor but never came back with a confirmation to the casino. The same silent gap explains a bonus that never lands after the first deposit clears.

Money taken from the bank but missing from the casino balance

The player sees a debit on the bank statement while the balance on screen stays the same, and the pending history often shows nothing at all. A deposit can stall for a handful of reasons:

• The payment left the bank but the processor has not yet passed the confirmation to the casino.
• The deposit was sent from an account or payment method that is not in the player’s own name.
• The payment description did not include the reference the casino uses to match the transfer.
• The player opened a second account and the deposit landed on the other profile.
• The deposit fell outside the range the casino accepts, so it was held rather than credited.

Work through these steps before assuming the money is gone:

1. Refresh the cashier page in the phone browser and log out, then log back in.
2. Open the transaction history and note whether the deposit appears as pending or not at all.
3. Check the bank statement again and copy the exact description attached to the payment.
4. Confirm that the payment was sent from an account registered in your own name.
5. Compare the amount with the range the casino accepts for deposits.
6. Make sure you have not logged into a second profile by mistake.
7. Close the browser tab, reopen the casino page and sign in fresh.
8. If the deposit is pending, leave it alone; a second attempt can double the confusion.
9. If nothing appears, gather a screenshot of the bank debit and the casino history.
10. Write down the date, the amount and the reference shown by the bank.
11. Do not send a replacement deposit until the first one is traced.
12. Send the details to support once the bank has confirmed the payment left.

Contact support as soon as the bank confirms the debit and the casino history shows no matching entry after a full refresh.

Welcome bonus and free spins that never arrived

The player finishes registration, deposits, and then finds the bonus balance unchanged with no spins waiting. The usual causes sit close to the signup itself:

• The welcome offer was never selected or opted into during registration.
• The deposit was made before the promo code was entered.
• A different payment method was used than the one the offer expects.
• The account already held a bonus, and only one offer can run at a time.
• The deposit amount sat below the level the offer requires.

Try these steps in order:

1. Open the bonus section of the account and look for an opt-in toggle that is still off.
2. Check whether a bonus code field existed at signup and whether it was filled.
3. Confirm the first deposit was the one made after registering.
4. Review whether any other bonus is active, since offers rarely stack.
5. Compare the deposit size with the minimum the welcome offer needs.
6. Confirm the payment method used is one the offer accepts.
7. Log out and back in through the phone browser to refresh the bonus state.
8. If the bonus appears, open its details to see what play is required before withdrawal.
9. Take a screenshot of the offer page and of your deposit history.
10. Note the name of the offer and the moment you opted in.
11. Send the screenshots to support when the bonus stays absent after a fresh login.

Contact support once you can show the opt-in and the qualifying deposit, because they can trace whether the offer was attached to the account.

Identity checks that stall or documents that get rejected

The player uploads a passport or bill and waits, then sees the request marked as failed or simply frozen. Casino Zodiac runs these checks on most accounts, and a stall usually traces back to one of these:

• A photo was blurred, cropped or caught a glare across the text.
• The document had expired or the name did not match the account exactly.
• The proof of address was older than the casino accepts.
• Only one side of a two-sided document was sent.
• Files were uploaded in a format the system could not open.

Follow this order:

1. At https://zodiaccasino-ca.ca/, open the verification area of your profile before uploading anything new.
2. Check which document the casino is asking for, not which one you prefer to send.
3. Photograph the document flat, in daylight, with all four corners inside the frame.
4. Make sure no light reflects off the laminate or the screen.
5. Confirm the document has not expired and that your name matches the account spelling.
6. Send both sides of any document that carries information on the back.
7. For proof of address, use a document dated recently enough for the casino to accept.
8. Upload one file at a time and wait for the confirmation before starting the next.
9. Keep the file size moderate so the upload completes cleanly.
10. Check the request status after a fresh login rather than reloading the same tab.
11. If a document is rejected, note the stated reason and fix that exact point.
12. Re-send a corrected copy instead of the same file again.

Contact support when a document has been rejected twice for reasons you cannot see on the copy you hold.

Withdrawals that stay pending longer than expected

The player requests a payout, the status sits on pending, and the balance neither leaves nor arrives. Several conditions keep a withdrawal in that state:

• Identity verification is still open on the account.
• Bonus play requirements have not been met, so the winnings are held.
• The payout method differs from the one used for deposits.
• The withdrawal was requested to an account not in the player’s name.
• Several requests were submitted close together and are queued.

Work through these checks:

1. Open the withdrawal history and read the status shown next to the request.
2. Finish any outstanding identity check before expecting the payout to move.
3. Look at whether an active bonus still carries play conditions.
4. Confirm the payout method matches the deposit method where the casino requires it.
5. Make sure the receiving account is registered in your own name.
6. Avoid sending another withdrawal request while one is pending.
7. Check that no new bonus was claimed after the request, which can lock it again.
8. Log out and back in through the phone browser to refresh the status.
9. Keep the request in place rather than cancelling it in frustration.
10. Save a screenshot of the pending status and the bonus conditions shown.
11. Contact support once verification is complete and the status still has not changed.

Contact support when the identity check is done, play conditions are met, and the request still shows pending.

Quick Reference

Each row pairs the symptom with the cause that most often produces it and the first thing worth checking.

A pending deposit is not the same as a lost one, and the history line tells the two apart. Bonus problems usually start at signup, so the opt-in matters more than the deposit size. Document rejections are almost always about photo quality rather than the document itself. Withdrawals rarely stall on their own; something upstream such as verification or bonus play holds them. Support can trace all four cases faster when you bring a screenshot and a reference number. Fixing the first point in each row solves most of these situations before a message is needed.

Keeping the account name, the bank details and the documents matched and current from the first deposit prevents nearly every problem in this list.