You typed the bonus code with a lowercase letter, and the welcome reward never appeared in your balance. A rejected or mistyped code is the most common cause, followed closely by a reward that needs more time to land.
Welcome bonus and free spins missing after sign-up
The player sees the deposit accepted but no bonus or spins in the balance, and the reward screen stays unchanged.
- The code was typed with different spelling or spacing than required.
- The deposit went in before the code was entered, so the reward never attached.
- Free spins sit in a separate section and are not shown in the cash balance.
- The account details were not confirmed before the first deposit.
- A second reward was already active on the account.
- Log back into the account and open the bonus or rewards area.
- Compare the code you entered with the one shown for the welcome offer.
- Note whether the code box appears before or after the deposit step.
- If the code was missed, finish any remaining sign-up steps first.
- Open the free spins area separately from the cash balance.
- Check that your email and phone details are saved in the profile.
- See whether an older reward is still open and blocking a new one.
- Complete that older reward or let it run out.
- Make the next deposit only after the code field is filled.
- Enter the code in capital letters if the offer shows it that way.
- Wait for the confirmation screen before closing the page.
- Refresh the balance once the confirmation appears.
- Keep a screenshot of the code entry and the deposit receipt.
- Note the time of the deposit against the reward entry in your history.
- Contact support if the reward is still missing after the confirmation, with the code and receipt attached.
Contact support the moment the confirmation shows and the reward is still absent, since the record of the code entry is easiest to trace early.
A cashout still pending after the expected wait
The player sees the withdrawal marked as pending while the balance stays locked, and the money has not reached the chosen route.
- Identity or address checks are still open on the account.
- The withdrawal route belongs to someone other than the account holder.
- A bonus is still active, and the cashout cannot be released until it finishes.
- The same request was submitted twice in a row.
- The payment route needs extra details that were never saved.
- Open the withdrawal history and read the status of the request.
- Look for any message asking for documents or a selfie.
- Upload the requested identity or address files in the profile area.
- Check that the name on the payment route matches your account name exactly.
- Confirm the route has been used for a deposit before, where the offer requires it.
- Open the rewards area and see whether a bonus is still active.
- Finish the remaining play on that bonus or let it expire.
- Cancel the duplicate request if two identical requests exist.
- Save the payment details again if the route shows missing information.
- Re-submit one clean request after the checks are complete.
- Keep the reference number of the new request.
- Watch the account messages for a request for more documents.
- Answer any document request in one message with clear photos.
- Note that the status changes only after the checks clear.
- Avoid sending a new request while the current one is being reviewed.
- Contact support with the reference number once the checks are done and the status has not moved.
Contact support with the request reference when every check is complete and the status still shows pending, so the team can trace the file.
Games and pages not loading on a phone browser
The player sees a blank screen, a spinning loader or a game that stops halfway, while other pages open normally.
- The phone browser is holding an old cached copy of the page.
- A weak mobile signal drops the game partway through.
- The browser is out of date and mishandles newer page scripts.
- Several tabs or background apps are using the available memory.
- An ad blocker or privacy extension is cutting off part of the page.
- Reload the page once with a normal refresh.
- Close the tab and open the site again in a fresh one.
- Clear the browser cache and cookies for the site only.
- Switch from Wi-Fi to mobile data, or the other way round.
- Update the phone browser to the newest version available.
- Turn off ad blockers and privacy extensions for the site.
- Close other tabs and background apps to free memory.
- Restart the phone, then load the page again.
- Try a different browser on the same phone.
- Open the game in landscape mode if portrait stalls.
- Wait for the page to finish loading before tapping a game.
- Skip one game that fails and test another from the same lobby.
- Log in with www.pointsbet-au.net through the phone browser and check whether the lobby itself loads.
- Note which games fail and whether the lobby opens without them.
- Contact support with the phone model, browser name and the failing game titles.
Contact support when the lobby loads but the same games keep failing on a second browser too.
Deposits and cashouts declined by account limits
The player sees a decline message at the payment step, and the amount stays untouched in the source account.
- The amount sits above the maximum for a single deposit or cashout.
- The account has reached its daily or monthly limit.
- An older limit was set on the account and never changed.
- The chosen payment route carries its own amount boundaries.
- A fresh account has lower limits until checks are complete.
- Open the account limits area and read the current figures.
- Compare your amount with the single deposit figure shown.
- Check the daily and monthly totals against what you have already moved.
- Lower the amount to fit the single deposit figure.
- Split the amount across days only within the daily figure.
- Try the cashout at a smaller amount than the failed one.
- Check whether a cashout limit is lower than the deposit limit.
- See whether the account limit was set lower by you in the past.
- Raise or remove a personal limit only if you truly want to.
- Complete any open checks that keep the new-account limits in place.
- Try a different payment route that suits the amount.
- Check the route’s own minimum and maximum before sending.
- Keep one request open rather than repeated small attempts.
- Note the exact decline message for each attempt.
- Write down the limit figures and request amounts side by side.
- Contact support with those figures when a request inside the shown limits is still declined.
Contact support when the amount is below the displayed limit and the decline still repeats, with the message and the limit figures attached.
Keep one note of your account name, code entries and request references, and match every name and detail across the account before you deposit.
