A pending withdrawal sits in your account with no status change, and the most common cause is an unfinished identity check or an unconfirmed payment detail. The same pattern shows up across the BetMGM casino app, where a missing document or a bonus still in play blocks the payout quietly.

Pending withdrawals that stay in review

The cashier shows the withdrawal as pending or in review, and the balance has already left your playable funds.

• Identity verification is incomplete or a document was rejected.
• Bonus funds are still tied to the account and have not converted.
• A payment detail does not match the name on the account.
• You asked for a payout before the deposit method cleared.
• A recent change to your password or contact details triggered a security hold.

1. Open the cashier and note the exact status word shown next to the withdrawal.
2. Check the bonus section for any active offer that is still in progress.
3. Finish any wagering linked to that offer before requesting a payout again.
4. Confirm that the name on your payment method matches your account name exactly.
5. Add any missing middle name or accent so the two records line up.
6. Open your profile and see whether the identity check shows as complete.
7. Cancel the pending request if the cashier allows it, then fix the open issue.
8. Request the withdrawal again once the blocking point is cleared.
9. Keep the request amount within what your verified payment method can receive.
10. Leave the account untouched while the review runs.
11. Avoid starting a new deposit or bonus while the request is open.
12. Take a screenshot of the status page with the reference number visible.
13. Note the date and time you submitted the request.
14. Compare the pending amount with the balance shown in your history.
15. Contact support with the reference and the screenshot if the status has not moved.

Reach out to support when the withdrawal stays pending after every listed cause has been cleared.

Login failures and locked accounts

The login screen returns an error or a message that the account is locked after several failed attempts.

• The password was typed with a wrong capital letter or a trailing space.
• Too many attempts in a row triggered a temporary lock.
• Two-factor authentication sends a code to a phone number you no longer use.
• An old password saved in the browser is being filled in automatically.
• You are trying to sign in on a device or network the system does not recognise.

1. Type the password by hand instead of letting the browser fill it.
2. Check that caps lock is off and the keyboard language is correct.
3. Remove any space at the start or end of the username field.
4. Try the password reset link sent to your registered email address.
5. Open that email on the same device you use to play.
6. Set a new password you have not used on this account before.
7. If a code is required, confirm the phone number on the account is current.
8. Update that number first if the old one is gone.
9. Disable any VPN or proxy before signing in again.
10. Close the browser tab fully and open the BetMGM login page fresh.
11. Use the phone browser on mobile if the desktop version keeps failing.
12. Clear the saved password for the site from your browser settings.
13. Wait for the lock period to pass before trying again.
14. Sign in once with the new details and let the session settle.
15. Contact support with your username and the error text if the lock remains.

Contact support when the reset email never arrives or the account stays locked after the wait.

Stuck identity checks and rejected documents

The verification screen shows your upload as pending or rejected, and the reason given is short or unclear.

• The photo is blurry, cropped or taken at an angle.
• A corner of the document is covered by a finger or a shadow.
• The document has expired or is a copy rather than the original.
• The name on the document differs from the name on the account.
• The selfie does not match the face on the ID.

1. Take the photo in daylight on a flat, plain surface.
2. Keep all four corners of the document inside the frame.
3. Make sure no glare or shadow falls across the text.
4. Upload a colour image, not a scan saved in black and white.
5. Use a file type the upload form accepts.
6. Confirm the document is still valid and shows your current address if asked.
7. Match the spelling of your name to the account exactly.
8. Add a middle name if the document includes one.
9. For a selfie, hold the camera steady and keep your whole face visible.
10. Remove hats, sunglasses and anything covering your face.
11. Repeat the upload only after fixing the specific reason shown.
12. Send one clear image per document rather than several partial ones.
13. Avoid sending the same file again and again, which slows the queue.
14. Note the reference shown on the verification screen.
15. Contact support with that reference and a short description of the rejected item if the status does not change.

Players who want the full picture of the platform before uploading can visit betmgms.org/ and read how the account pages are laid out. Contact support when a document is rejected twice for a reason you cannot see in the image.

Welcome bonuses and free spins that never arrive

The bonus screen is empty after you sign up, or the free spins counter stays at zero.

• The bonus code was typed with the wrong case or an extra space.
• The deposit was made before the code was entered.
• The offer requires a first deposit that has not yet been made.
• An older bonus is still active and blocks the new one.
• The account was not verified when the offer was claimed.

1. Open the promotions page and find the offer you joined.
2. Compare the code you used with the one shown for that offer.
3. Retype the code in capitals and remove any spaces.
4. Check that your deposit was the first one on the account.
5. Look at the bonus history for a record of the claim.
6. See whether an earlier bonus is still running and finish it first.
7. Complete verification if the offer was tied to a verified account.
8. Refresh the page or reopen the phone browser to reload the balance.
9. Check the free spins section separately, since spins can appear apart from cash bonuses.
10. Note the time of the deposit and the code you entered.
11. Take a screenshot of the empty bonus screen and your deposit history.
12. Repeat the claim only if the offer allows a second attempt.
13. Avoid depositing again before the first claim is resolved.
14. Keep the deposit receipt ready for the support team.
15. Contact support with the code, the deposit record and the screenshot if the bonus is still missing.

Contact support when the bonus history shows no claim at all despite a correct code and a qualifying deposit.

Do the identity check and finish any active bonus before you request a withdrawal, and most of these blocks never appear.