“Why is my account still not verified?” is the message many players type before landing here, and the usual cause is a document that is blurred, cropped or does not match the name on the account. The other common reason is that a step in the upload flow was closed before the images finished sending.
KYC checks that stay pending or come back rejected
The player sees a pending status that never changes, or a rejection notice pointing at one document in the list.
- The photo is blurry, angled or shows glare from a screen or lamp.
- The document is cropped at the edges, so the full frame, photo and text are not visible.
- The name on the document differs from the name typed during registration.
- The proof of address is older than the window the operator accepts.
- Only one side of an ID was sent when both sides are needed.
- Open the account profile and confirm the legal name, spelling and order of names, since any mismatch stops the review.
- Correct small typing errors in your profile before sending anything new.
- Photograph the ID on a flat dark surface in daylight and avoid the camera flash.
- Make sure all four corners of the card or page sit inside the frame.
- Check that every line of text and the photo are readable when you zoom in.
- Capture both sides of a two-sided ID as separate images.
- Use a document that shows your full name and address for proof of address.
- Keep the file size within what the upload form accepts, and send one document per slot.
- Wait for each upload to finish before you close the page or switch away from it.
- Send the same document type again only after fixing the reason for the rejection.
- If a selfie is requested, hold the phone steady and keep your whole face in the frame.
- Contact support when a document is clearly readable and still rejected twice, or when a pending check has not moved after a full day.
Deposits and withdrawals declined by limits
The cashier shows a decline or an error when a player tries to move money, often with no explanation on the screen.
Most of these declines come from a mismatch between the amount and the limits attached to the account. Players signed up through www.extremegaming.ph can compare their amount against the limits shown in the cashier before retrying. ExtremeGaming Philippines sets those limits per account and per payment route.
- The amount sits above or below the range the chosen route accepts.
- The account has not reached the verification level that route requires.
- The deposit route is not enabled for the account’s country or currency.
- Daily or monthly movement limits were already used by earlier transfers.
- Withdrawal requests exceed what is still allowed on the balance.
- Read the amount range next to the payment route in the cashier and stay inside it.
- Try a smaller amount if the first attempt was refused for being too high.
- Switch to another route that accepts the size of transfer you need.
- Bring the account to full verification before requesting larger withdrawals.
- Split a request that exceeds a remaining limit into smaller parts, if the rules allow.
- Keep enough balance after a withdrawal request to cover any pending play.
- Make the deposit and the withdrawal through routes registered in your own name.
- Remove saved payment details that no longer work and enter them again.
- Retry once from a stable connection, then stop and note the exact error text.
- Contact support when the amount is inside the stated range but the transfer still fails, or when you need a limit explained for your account.
Games or pages that fail to load in a phone browser
Players see a blank screen, a spinner that never ends or a game that opens and then freezes.
- A weak or unstable mobile connection drops the game files.
- Cached data from an earlier session conflicts with the current page.
- The browser or operating system is behind on updates.
- Too many tabs or background services use up the phone’s memory.
- An ad blocker or privacy extension blocks part of the page.
- Reload the page once on mobile data, then once on Wi-Fi, to see which connection holds.
- Clear the browser cache and cookies for the site, then sign in again.
- Update the phone browser to its current version.
- Close other tabs and background apps to free memory.
- Turn off ad blockers or privacy extensions for the site and reload.
- Open the site in a private or incognito window to rule out stored data.
- Allow the page a few seconds to finish loading before you tap a game.
- Try another game to see whether the fault sits with one title or the whole lobby.
- Restart the phone if the lobby still stutters.
- Use the phone browser rather than an embedded viewer inside a social app.
- Contact support when no game loads in any browser after these steps, or when one title fails on every connection.
Welcome bonus and free spins that never arrived
The account shows no bonus balance and no free spins after a qualifying first deposit.
- The bonus was not opted into before the deposit was made.
- The deposit fell below the minimum that triggers the offer.
- A bonus code was typed with a typo or extra space.
- An earlier bonus on the account was still active and blocked the new one.
- The deposit route or currency is excluded from the promotion.
- Open the bonus section and check whether the offer shows as claimed or still available.
- Confirm that the first deposit met the minimum amount the offer requires.
- Re-enter the code carefully, with no spaces, if the offer uses one.
- Finish or cancel any active bonus before claiming the welcome offer.
- Sign out and back in so the balance refreshes.
- Check that the deposit used a route that counts toward the promotion.
- Confirm your country and currency match the offer’s conditions.
- Take a screenshot of the bonus page and the deposit record.
- Contact support when the deposit qualified but the bonus is absent after signing in again, and send the screenshot with your request.
The single habit that prevents most of these problems is keeping the profile name identical to the document and claiming every offer before depositing.