On the bus to work you open the page, log in and see the welcome bonus still absent from your balance. In most cases nothing is broken at all: the reward is waiting for a claim step, a first qualifying deposit or a reward that simply has not landed yet.

Welcome bonus and free spins that never arrived

The player finishes sign-up, makes a first deposit and still sees no extra funds or spins on the balance.

• The welcome reward must be claimed in the rewards area after the first deposit.
• The deposit was made with a method that the promotion does not count.
• The account was opened with an email that differs from the one used for the reward claim.
• The bonus was credited to a separate bonus balance, not the cash balance.
• A previous account from the same person already used a new-player reward.

1. Sign in to the casino account and open the rewards or promotions area.
2. Look for a pending reward with a claim button next to it.
3. Press claim and confirm the action if a pop-up asks for it.
4. Compare the balance before and after the claim so you can see the change.
5. Check that the first deposit was made after the account was created, not before.
6. Confirm the deposit used a method that the offer counts.
7. Make sure the name on the account matches the name on the payment method.
8. Close the browser tab and sign in again to refresh the balance view.
9. Note the time of the claim and the deposit so support can trace both.
10. Try a second small deposit only if the offer still allows a qualifying first payment.

Contact support when the reward is still pending after a fresh login and every condition above is met.

The site and games that stall on a phone browser

A player taps a game on the phone and gets a blank screen, a wheel that keeps turning, or a page that loads halfway and stops.

• The mobile connection dropped or switched between Wi-Fi and data mid-load.
• The browser is an old version or a restricted in-app browser.
• Cached pages and cookies hold an outdated session.
• A content blocker, firewall or private network is blocking parts of the page.
• A game title is under maintenance while the rest of the site works.

1. Reload the page once and wait for the progress bar to finish.
2. Switch off Wi-Fi and load the page on mobile data to test the connection.
3. Open https://pointsbet-au.org in a standard phone browser such as Chrome or Safari rather than an in-app browser.
4. Clear the browser cache and cookies for the site only.
5. Turn off any content blocker or private network tool for this page.
6. Update the phone browser to its current version.
7. Close other open tabs and background downloads that use the same connection.
8. Try a different game from the lobby to see whether one title or the whole site fails.
9. Restart the phone if games still freeze after every step above.

Contact support when one game fails on several networks and browsers while the rest of the lobby plays without trouble.

A deposit taken by the bank but missing from the balance

The bank message confirms the payment, yet the casino balance shows no new funds.

• The payment is held in an internal check before it reaches the balance.
• The deposit was sent to an old account or a wrong reference.
• The payment was declined on the casino side but still left the bank.
• A bonus claim is attached to the deposit and waits for confirmation.
• The balance view is cached and shows an older figure.

1. Refresh the balance with a full page reload or a fresh sign-in.
2. Open the transaction history and look for the payment with its status.
3. Check that the deposit went to the account linked to your current profile.
4. Confirm the payment was made from an account in your own name.
5. Compare the amount in the bank app with the amount in the casino history.
6. Save a screenshot of the bank confirmation and the casino history.
7. Wait a short while, then reload the page once more before contacting anyone.
8. Send support both screenshots with the time of the payment.
9. Do not repeat the deposit until support confirms the first one is being traced.

Contact support as soon as the bank shows a completed payment that the casino history does not list at all.

Identity checks that stall or documents that come back rejected

The verification screen stays open for a long time, or a message says the uploaded document was not accepted.

• Parts of the document are cut off, blurred or covered by a reflection.
• The photo shows a screen instead of the physical document.
• Details on the document do not match the name and address on the account.
• A second document is required to prove the address.
• Several uploads of the same file created duplicate pending checks.

1. Photograph the document on a flat surface in bright, even light.
2. Fit all four corners of the document inside the frame.
3. Keep your fingers and any glare off the text and the photo area.
4. Use the original card or paper document, never a photocopy or a screen photo.
5. Check that the name and address match the profile exactly, including middle names.
6. Upload the document only once and wait for the result before sending it again.
7. If the address needs proof, send a bill in your name showing the same address.
8. Avoid cropping or editing the image in any way.
9. Sign out and back in to load the current status of the check.
10. Keep the original files so support can receive them again if needed.

Contact support when a rejected document has been replaced with a clear copy and the check still returns the same error.

Use one email, one name and one payment method across the whole account from the day you register; keeping that data identical prevents most bonus, deposit and verification problems later.