Most account problems have a simple cause and a quick fix. We have gathered the issues our support team sees most often at BigDrago Casino and set out the steps that solve them, so you can try these first and only contact us if something still is not working.
If nothing below helps, the final section explains how to reach our 24/7 team.
Login problems
“Incorrect email or password”
- Check that you are using the email address you registered with, not an alternative one.
- Passwords are case-sensitive, so make sure Caps Lock is off.
- If your browser autofills an old password, clear the field and type it manually.
- Still stuck? Use Forgotten password? on the login screen. The reset link is valid for 60 minutes.
Account locked
After five failed attempts in a row, your account locks for 30 minutes to keep it safe. Wait for the lock to lift, or reset your password in the meantime. If you did not make those attempts, change your password and switch on two-factor authentication.
2FA code not accepted
Authenticator codes refresh every 30 seconds and depend on your phone’s clock. Set your phone’s date and time to update automatically, wait for a fresh code and enter it straight away. Our login guide covers 2FA setup and changing phones in more detail.
Deposit declined
A declined deposit is usually caused by the payment method rather than your account. Work through this list:
- Check the card type. We accept Visa and Mastercard debit cards only. Crypto is not accepted on UK accounts.
- Check the minimum. Card deposits start at £10, and you need at least £20 to qualify for the welcome bonus.
- Confirm the name. Every payment method must be registered in the same name as your account.
- Look for a banking app prompt. Many UK banks ask you to approve the payment in their app. If you miss the prompt, the payment fails.
- Check your limits. If you have set a deposit limit, a deposit above it will be blocked until the limit period resets.
- Ask your bank. Some banks offer a gambling block on cards. If you switched it on, the bank will decline the payment until it is lifted, which usually involves a cooling-off period.
If money has left your bank but is not in your balance, do not retry; send us the time and amount and we will trace it.
Withdrawal delayed
We approve withdrawals during the same day, so a delay normally has one of these causes:
| Cause | How to spot it | Fix |
|---|---|---|
| Verification incomplete | Banner in Account > Verification | Upload the requested documents |
| Bonus wagering unfinished | Bonus shows progress below 100% | Complete the 10x wagering or forfeit the bonus |
| Method mismatch | Request returned to balance | Withdraw to the method you deposited with |
| Card payment in transit | Status shows “Paid” | Allow 1–3 working days for your bank |
| Daily or monthly limit reached | Amount above £5,000 per day or £20,000 per month | Remaining balance is paid in instalments |
Our withdrawals guide explains payout times for each method and how the closed-loop rule works.
Game not loading
If a slot or live table freezes, shows a black screen or will not open:
- Refresh the page and reopen the game.
- Check your connection. Live dealer games such as Funky Time, Mega Roulette and Speed Baccarat need a stable connection; switch from mobile data to Wi-Fi if you can.
- Clear your browser cache and cookies, then log in again.
- Update your browser. We support current versions of Safari, Chrome, Edge and Firefox.
- Disable ad-blockers or privacy extensions for our site, as they can block game files.
If a game disconnects in the middle of a round, do not worry. The result is recorded on the game provider’s server, and your balance updates when you reopen the game. If it does not, contact support with the game name and approximate time.
Bonus not credited or verification stuck
Welcome bonus
The 150% bonus up to £750 is credited automatically on your first deposit of £20 or more, provided you opted in before depositing. The 150 Free Spins arrive in three batches of 50 a day on Sugar Rush 1000, so only the first batch appears straight away.
Other offers
- Weekly cashback of 10% up to £200 is calculated on net slot losses and paid every Monday, with no wagering.
- Dragon Wallet Boost applies only to Friday deposits made with PayPal, Skrill, Neteller or Revolut.
- Bonuses cannot be credited while your verification is incomplete.
If you met the conditions and the offer is still missing, send us your deposit time and amount and we will check it.
Verification stuck
Manual document reviews are completed within 24 hours, usually much faster. If yours seems stuck, check your email and the Verification section for a rejection message. The most common reasons are blurred or cropped photos, bills older than three months, or a name or address that does not match your account. Our KYC guide lists accepted documents and tips for a first-time approval.
Contacting support
When the steps above do not solve it, we are here to help:
- Live chat: 24/7, from the chat icon on any page.
- Email: [email protected], with replies within two hours.
- Safer-gambling team: for limits, time-outs and self-exclusion.
To speed things up, include your account email, the device and browser you use, the time the problem happened and any error message or screenshot. We will never ask for your password.
Safer gambling: Gambling is for over-18s only. If you are worried about your play, set limits in your account, talk to BeGambleAware for free support, or register with GAMSTOP.