Your screen shows the document upload bar stalled at the same point, and the usual cause is a photo with a glare, a cropped edge or a name that does not match your profile exactly. The same mismatch blocks payouts, so it is worth sorting out before you try to withdraw.

Identity checks stuck or documents rejected

The player sees a pending review that never finishes or a rejection message pointing at the uploaded file. Common causes include:

• Photos that are blurry, cut off at the corners or covered by glare.
• The name on the document differs from the name on the account.
• The document has expired or the back side is missing.
• A proof of address that is too old or shows a different address.
• Files sent in a format the upload field cannot read.

Work through these steps:

1. Open your profile page and compare the name and date of birth with the document.
2. Place the document on a flat, dark surface in daylight.
3. Photograph all four corners inside the frame.
4. Capture both sides of an identity card, not just the front.
5. Avoid flash, shadows and screenshots of a screen.
6. Keep the file size moderate, since oversized photos fail to upload.
7. Upload one document at a time, waiting for the confirmation mark.
8. Submit a proof of address that shows your name and current address.
9. Use a document issued in the recent past for the address check.
10. Look at the rejection note before uploading again, so the same fault is not repeated.
11. Do not send the same file twice in a row after a rejection.
12. Check that your saved address matches the one on the utility bill.
13. Finish the check before requesting a payout, because it blocks the cashier.

Message support only after a second, clear upload of every requested document has been rejected without a specific reason.

A withdrawal pending longer than expected

Your withdrawal sits in a pending state while the balance has already left your playable funds. Likely causes:

• An unfinished identity check holds the request.
• The payout details do not match the account holder name.
• The amount sits above the limit set for your account level.
• An active bonus still has conditions attached to the funds.
• A recent deposit has not been fully settled on the payment side.

Take these steps:

1. Confirm that your identity check shows as complete.
2. Match the payout account name letter for letter with your profile.
3. Cancel nothing until you know the request is refused, since cancelling can return funds to play.
4. Check whether a bonus was active when you requested the payout.
5. Finish the remaining play conditions on that bonus first.
6. Split a large request into parts that fit within your limit.
7. Make the first payout after a deposit the same amount or lower.
8. Wait for the deposit to move from pending to settled before requesting.
9. Avoid sending a second request while the first is open.
10. Use the same payout method that funded the account.
11. Review the cashier page for a status label or a note on the request.
12. Keep the confirmation email that arrives after the request is accepted.
13. Confirm your bank or wallet details have no typing errors.
14. Allow the stated handling window to pass before chasing the request.

Contact support when the request stays pending past its stated window with no status change and no note on the cashier page.

Deposits or withdrawals refused over limits

A message appears saying the amount falls outside the allowed range for your account. The reasons are usually these:

• The request sits above the ceiling set for your account tier.
• A single transaction is below the minimum accepted amount.
• Daily or weekly totals are already used up.
• Bonus funds still carry a cap on what can be paid out.
• The chosen method has its own range, separate from the account limit.

Use this order of work:

1. Log in to https://mystakeuk.org and open the cashier section of your profile.
2. Find the limit figures shown for your account level.
3. Compare the failed amount with the maximum and the minimum shown.
4. Reduce the request to a figure inside the range.
5. Add up what you have already moved today before trying again.
6. Wait for the next daily window if the total is used up.
7. Check whether a bonus is attached to the funds you want to withdraw.
8. Finish or decline the bonus before requesting the payout.
9. Try the method linked to your account if the current one refuses the amount.
10. Keep the first deposit modest if a new account limit is lower.
11. Raise your account level over time if you need a higher ceiling.
12. Note the amount and time of each refusal for your own record.
13. Do not repeat a refused request unchanged, since the result stays the same.

Contact support when the whole cashier screen shows no limit figures and every amount you try is refused.

Games or pages not loading on a phone

On the phone browser the page freezes, the game area stays blank or a spinner never stops. Typical causes:

• A weak or unstable mobile connection.
• Cached data from an older version of the page.
• A game that needs more memory than the phone has free.
• A browser setting blocking scripts or third-party content.
• Several tabs or background apps competing for resources.

Try the following:

1. Switch between Wi-Fi and mobile data to see which one works.
2. Clear the browser cache and cookies for the site.
3. Close other tabs and background apps before opening a game.
4. Reload the page once rather than tapping repeatedly.
5. Update the phone browser to its current version.
6. Allow scripts and cookies for the site in browser settings.
7. Turn off any content blocker for the page.
8. Restart the phone to free memory.
9. Free storage space if the phone is nearly full.
10. Test a second game to see whether the fault is on one title only.
11. Rotate the screen or open a fresh tab if the layout breaks.
12. Stay in the browser instead of opening the page inside another app.
13. Note the game name and the exact error text before reporting it.

Contact support when one specific game fails on every network and browser while the rest of the site works.

Keep your profile name, address and payout details identical everywhere and upload sharp, complete documents the first time, and most of these blocks never appear.