You typed your password correctly but the page stayed on the login screen showing “Incorrect credentials” for three attempts. The most common cause is a saved browser autofill that contains an old or mistyped entry.

Account Locked After Login Attempts

You see a message that your account is temporarily locked or that you are blocked from logging in.

• Caps Lock is on and your password contains lowercase letters.
• You used a different username or email than the one registered.
• The browser has saved a wrong password from a previous session.
• Your account was flagged for suspicious activity after multiple failed logins.
• Your internet connection dropped during the login request.

1. Turn off Caps Lock and type your password slowly into a plain text editor to confirm each character.
2. Copy the correct password from the editor and paste it into the password field.
3. Clear your browser cache and cookies for the website.
4. Open a private or incognito window and try logging in there.
5. Use the “Forgot Password” link to reset your password if you are unsure of the current one.
6. Check that you are entering the email address you used during registration, not a nickname.
7. Wait 15 minutes after a lockout before attempting again.
8. Do not use a VPN or proxy if your account has geographic restrictions; disable them.
9. Update your browser to the latest version.
10. Try a different browser such as Chrome, Firefox or Edge.
11. If you use a password manager, manually type the password instead of relying on autofill.
12. Ensure your device clock and timezone are set correctly for SSL handshake.
13. Contact support if the lockout persists after 30 minutes, providing your registered email.
14. Mention the exact error message you saw when you reach out to support.

Contact support if the lockout does not lift after 30 minutes; provide your registered email and the exact error text.

Missing Welcome Bonus or Free Spins

You made a deposit but the mystake bonus or mystake free spins did not appear in your account balance.

• You selected a payment method that is excluded from the promotion offer.
• The deposit amount was below the minimum requirement for the bonus.
• You used a mystake promo code incorrectly or missed the code field.
• The promotion ended before your deposit was processed.
• You already claimed the welcome offer on a previous account.

1. Check your email for the bonus confirmation; it may be waiting for you to activate it.
2. Look in the promotion section of the website to see if the offer is still active.
3. Verify that you entered the mystake promo code exactly as provided, including capitals and dashes.
4. Ensure your deposit was completed successfully and the funds are visible in your cashier.
5. Review the promotion terms to confirm your payment method qualifies for the offer.
6. Some bonuses require you to opt in by clicking a button on the promotion page before depositing.
7. Free spins are sometimes credited within an hour; wait and refresh the game lobby.
8. If the bonus is a match deposit, the extra funds may appear as a separate balance.
9. Do not place any bets before the bonus is credited, as that can disqualify you.
10. Log out and log back in to trigger any pending credits.
11. Check your transaction history for a pending bonus entry.
12. Search the casino pages: visit https://my-stake.gb.net/ for the latest promotion rules.
13. If the mystake free spins are part of a package, check each game slot individually.
14. Confirm you are logged into the same account that made the deposit.

Contact support if the bonus or free spins are missing after one hour, and include a screenshot of your deposit success confirmation.

Deposit or Withdrawal Declined by Limits

Your payment request showed a red error saying “Transaction declined due to limit” or “Amount exceeds allowed range.”

• You tried to send more than the daily or single-transaction maximum.
• The minimum amount for the method was not met.
• Your account has not completed identity verification, capping the withdrawal limit.
• The payment method you chose has its own internal limit from your bank.
• You have an active withdrawal that reduces your remaining available balance.

1. Log in and open the cashier page to see the current deposit and withdrawal limits displayed.
2. Reduce the amount to the minimum shown for your chosen method.
3. For withdrawals, divide the total into smaller amounts that fit the single-transaction limit.
4. Choose a different payment method with higher limits if available.
5. Complete your identity verification (KYC) to raise your withdrawal cap.
6. Check if there is a pending withdrawal that has not yet been processed.
7. Wait 24 hours after a deposit before attempting a withdrawal, as some holds apply.
8. Clear any bonus wagering requirements; active bonuses may restrict withdrawals.
9. Use a supported currency that matches the limit structure.
10. Ensure your account balance is not negative due to a chargeback or refund.
11. Do not try to bypass limits by creating multiple accounts; that will block withdrawals.
12. Check your bank or e-wallet for its own daily send limit.
13. Try a different time of day, as limits sometimes reset at midnight.
14. Contact support if the limit seems incorrect, and provide the exact error message.

Contact support when the limit error persists after using the minimum amount, and include a screenshot of the cashier limit display.

KYC Stuck or Documents Rejected

Your verification status shows “Documents under review” for several days, or you received a rejection notice.

• The photo of your ID is blurry, cut off, or has a glare.
• The document you uploaded is expired or not on the accepted list.
• Your name on the account does not exactly match the name on the document.
• The address proof shows a different location than the one you registered.

1. Upload a colour photo of the front and back of a passport, driving licence or national ID.
2. Ensure the entire document is visible with no fingers or objects covering corners.
3. Use a flat surface and natural light to avoid shadows and reflections.
4. Take the photo with a phone camera at least 8 megapixels; do not screenshot a scan.
5. Check that your full legal name matches the account registration exactly, including middle names.
6. For address proof, use a utility bill or bank statement dated within the last three months.
7. The bill must show your full name and the same address you entered in your profile.
8. Do not edit or resize the image; upload the original file.
9. Submit the documents in JPEG or PNG format, not PDF.
10. Wait 48 hours before resubmitting if rejected, to avoid flagging.
11. If you moved recently, update your address in profile first, then upload new proof.
12. Use a steady hand or a scanner to avoid motion blur.
13. Check your email spam folder for any KYC update messages.
14. Contact support if documents are rejected three times, and ask for specific reason.

Contact support after three rejections, and request a human review with the exact rejection code.

A single tip prevents most of these problems: always use the same device and internet connection you registered with for the first deposit, and complete your KYC before requesting any withdrawal.