A missed tap on the phone’s back button during a game can leave the screen frozen and the balance unchanged, a symptom usually caused by a cached page that never refreshed. The same frozen screen appears when the phone browser holds an old version of the site or when the connection drops mid-spin.

Game screen freezes or fails to load on a phone

Players often see a blank game area, a spinning loader, or buttons that do not respond after a tap.

• An outdated browser version on the phone.
• Too many open tabs or background apps using memory.
• Weak or unstable mobile data or Wi-Fi.
• Cookies and cached files from an earlier visit.
• A game provider that needs a moment to release its assets.

1. Close all other tabs and apps, then reopen the phone browser. This frees memory for the game.
2. Clear the browser’s cache and cookies from the settings menu. Old files can block fresh content.
3. Switch between Wi-Fi and mobile data to test the connection. A stable network is required for live games.
4. Reload the page once and wait for the loader to finish. Avoid tapping the screen repeatedly while it loads.
5. Try a different browser on the same phone. Some browsers handle game scripts better than others.
6. Move to a spot with a stronger signal if the game still stalls. Interference from walls or other devices matters.
7. When using https://fallsviewcasino-ca.org/, keep the phone browser updated and avoid private mode for game sessions.

Contact support if the same game fails on two different browsers and networks, with the game name and a screenshot ready.

Identity verification stuck or documents rejected

The account page may show a pending review for a long time, or an email may say a document was not accepted.

• A photo that is blurry, cropped, or has glare.
• An ID that is expired or shows a different name from the account.
• A proof of address that is older than the allowed period.
• Files sent in a format the system cannot open.
• Details on the account that do not match the documents.

1. Take a new photo of the ID in daylight, with all four corners visible and no flash glare.
2. Make sure the name, date of birth, and photo are sharp. Cover nothing on the document.
3. Use a proof of address that shows the player’s full name and full address clearly.
4. Check that the account name matches the documents exactly. A middle name or accent can cause a mismatch.
5. Upload the file as a common image format or a PDF, not a screenshot of a screenshot.
6. Send the documents only through the account’s verification page, not by email or chat.
7. Wait for the review to finish before uploading new files. Duplicate uploads can slow the process.

Contact support if the status has not changed after several days and no reason was given, or if a document is rejected without explanation.

Cannot log in or account locked after failed attempts

The login page may reject the password, show a lock message, or loop back to the form after submitting.

• Typing the wrong password several times in a row.
• Caps Lock or a keyboard layout set to another language.
• An old password saved in the browser’s password manager.
• A username that was changed but not updated in the login form.
• Two-factor authentication codes that are out of sync.

1. Type the password slowly with Caps Lock off, using the show-password eye icon to check it.
2. Use the password reset link sent to the registered email address. Open the link on the same device.
3. Clear the browser’s saved password for the casino site so the old one is not filled in automatically.
4. If two-factor authentication is active, check the phone’s clock and set it to automatic time.
5. Try logging in from a different browser or a private window to rule out stored data.
6. Wait for the lock period to pass before trying again. Repeated attempts extend the lock.
7. Keep the welcome email or account number handy for support. It speeds up identity checks.

Contact support when the reset email does not arrive after checking spam, or when the account stays locked beyond the stated period.

Deposit left the bank but not shown on the casino balance

The bank app shows money gone, while the casino balance stays the same or shows a pending deposit.

• A bank transfer that is still moving between institutions.
• A deposit that needs a confirmation step in the casino cashier.
• A payment method that requires manual review.
• A deposit made to an old or incorrect account detail.
• A bonus code that placed the deposit in a separate balance.

1. Refresh the casino balance after a few minutes. Some deposits need a manual refresh.
2. Check the cashier’s deposit history for a pending entry. That shows the request was received.
3. Open the bank app and confirm the payment is completed, not just authorized.
4. Look for an extra balance or bonus section in the account. A bonus code can hold funds apart from the main balance.
5. Make sure the deposit was sent to the details shown in the cashier at the time of payment.
6. Keep the bank receipt or reference number ready. Support uses it to trace the payment.
7. Do not send a second deposit until the first is found. A duplicate complicates the trace.

Contact support when the bank confirms the payment is complete and the cashier still shows nothing after a full day.

Quick Reference

The table below summarizes each problem with its usual cause and the first check to make.

Start with the first check in the table because it is the least disruptive. Cached files and pending payments explain most cases before any support ticket is needed. A document rejection usually comes from photo quality, not from the document itself. Locked accounts often unlock on their own after the set period, so waiting can be faster than retrying. A deposit held in a bonus balance is not lost; it sits apart from the main balance. Keep screenshots of each step to make any support request faster.

Before each session, clear the phone browser’s cache and confirm the connection, then log in once with the saved password to catch lockouts early.