Your identity documents keep bouncing back even though you uploaded them twice, and the status still shows as pending. The most common cause is a mismatch between the name on your profile and the name on the documents. The checks below help you clear each block and get back to playing.
Identity verification stuck or documents rejected
After uploading your ID and proof of address, the status bar stays on pending for days, or you get a rejection message without a clear reason.
- The name, date of birth or address on your profile does not match the document exactly.
- Photos are blurry, cropped or show glare across the text.
- The document is expired or a type the site does not accept.
- You sent a screenshot instead of a photo of the original document.
- Your proof of address is older than the period the site accepts.
- Open your profile and compare every field with your ID. Fix any spelling difference, even a middle name.
- Take a new photo of your ID on a flat surface with all four corners visible and no flash.
- Use the original document, not a scan or a screenshot, and make sure it is still valid.
- For proof of address, use a utility bill or bank statement that shows your full name and address clearly.
- Upload the files again in the verification area of your account and submit them together.
- Wait for the review to complete before sending anything else, because duplicate uploads can reset the queue.
- Check your email inbox and spam folder for any message from the verification team.
- If you changed your address recently, update your profile first and then upload the matching document.
- Keep file sizes within the upload limits shown on the page, and use common formats like JPG or PDF.
- If you use a passport, include the photo page and any page with your signature.
- Do not edit or crop the document image with filters, as this can make it invalid.
- After a rejection, correct the specific issue mentioned and resubmit only that document.
- Contact support if you have submitted correct documents twice and the status has not changed.
Reach out to support when the rejection message is unclear or when your documents meet all conditions but the system keeps refusing them.
Withdrawal pending longer than expected
Your withdrawal request shows as pending in the cashier, and the balance has not moved to your payment method.
- Your account is still under verification, which pauses withdrawals.
- You have an active bonus with playthrough conditions that are not finished.
- The withdrawal amount is above the limit for your account level.
- The payment method details do not match your registered name.
- You requested a withdrawal shortly after a deposit, and the site holds it for review.
- Check your account status page to confirm that KYC is complete. If it is pending, finish that first.
- Open the bonus section and see whether any active offer still has remaining playthrough.
- Review the withdrawal amount against the limit shown for your account level.
- Confirm that the payment method you chose is in your own name and is fully set up.
- Cancel the pending request only if you need to change the amount or method, then submit a new one.
- Make sure you have no other pending withdrawal that could block this one.
- Wait for the review period stated in the cashier before taking further action.
- Check your email for any request from the payments team for extra information.
- Keep your account contact details up to date so messages reach you.
- Do not create a second account to speed things up, as this can freeze both.
- If the status has not changed after the review period, gather your request reference.
- Contact support with the reference and the amount, and ask for a status update.
- Follow any instructions they give before submitting another request.
Contact support when the pending period has passed and you have confirmed that KYC and bonus conditions are complete.
Site and games not loading properly on a phone
Pages load slowly on your phone browser, or a game freezes on the loading screen and never starts.
- Your mobile data or Wi-Fi connection is weak or unstable.
- The browser cache is full or outdated.
- The browser version is old and does not support the game format.
- A VPN or ad blocker is interfering with the connection.
- Too many tabs or background apps are using memory.
- Switch between Wi-Fi and mobile data to see which one loads the page.
- Clear the cache and cookies in your phone browser, then reload the page.
- Update your browser to the latest version available for your phone.
- Turn off any VPN or ad blocker for the site and try again.
- Close other tabs and background apps to free up memory.
- Open the site in a private or incognito window to rule out stored data problems.
- Try a different browser on the same phone to see if the issue is browser-specific.
- Restart your phone and reload the page.
- If a specific game fails, try another game to see whether the problem is with that title.
- Use the phone browser for mobile play, as there is no separate app to install.
- When the page loads but the game does not, wait a moment and refresh once.
- If the problem continues on several networks, note the game name and the error message.
- Contact support with those details if the steps above do not fix the loading.
For players using the mobile browser, zeppelincasinogame.net works without any download, so keep the browser updated and avoid VPNs when a game stalls.
Reach out to support when the site fails on multiple browsers and networks, or when a specific game never loads after a refresh.
Deposit or withdrawal declined because of limits
The cashier shows a message that your deposit or withdrawal is above or below the allowed limit for your account.
- The amount is outside the minimum or maximum allowed for your account level.
- You have reached a daily, weekly or monthly limit on transactions.
- Your account is new and still has lower limits.
- The payment method you chose has its own limits that differ from the site’s.
- You have not completed the verification required for higher limits.
- Check the limit amounts shown in the cashier for your account level before submitting.
- Adjust the amount to fit within the minimum and maximum shown.
- If you have reached a period limit, wait until it resets and try again.
- Complete any outstanding verification, as verified accounts often have higher limits.
- Choose a different payment method that matches the amount you want to move.
- Split a large withdrawal into smaller requests only if the site allows multiple pending requests.
- Do not attempt to bypass limits with multiple accounts, as this can lead to a freeze.
- Review your transaction history to see how much you have already moved in the current period.
- If the limits shown do not match the error, take a screenshot of the message.
- Contact support to ask which limit applied to your transaction.
- Follow their guidance on when the limit will reset or how to raise it through verification.
- Keep your account details current so any limit changes apply to you.
- If you believe the limit was applied in error, send the screenshot and the transaction reference.
Contact support when the error does not match any limit shown in the cashier or when you have completed verification and still cannot transact.
Use the same name and details on your profile, documents and payment methods from the start, and finish verification before your first withdrawal; this single habit prevents most stuck KYC checks, pending payments and limit errors.