Resolving Bonus, Login, Loading, KYC, and Withdrawal Issues at PointsBet

You tapped the deposit button, entered the code, and the money left your bank, yet the bonus never appeared in your balance. The most common cause is a mismatch between the deposit method and the bonus terms.

Bonus or Free Spins Not Credited

You see the deposit confirmation but the promotion section shows zero free spins or no bonus funds.

• The promotion requires a specific deposit amount, and your deposit fell short.
• The bonus code was misspelled or entered in the wrong field.
• The payment method you used is excluded from the offer.
• You already claimed the same promotion before, and it is limited to once per player.
• The game you selected first is not eligible for the promotion.

1. Go to the promotions page at casino PointsBet. Find the offer you tried to claim and read its full conditions.
2. Check your deposit history. Make sure the amount matches the minimum required.
3. Copy the bonus code exactly from the promotion page. Redeem it again on the cashier.
4. Select a different payment method that the promotion lists as accepted.
5. Log out of the PointsBet login area, clear your browser cache, and log back in.
6. Open a new game that the terms describe as contributing 100%.
7. Wait 10 minutes after the deposit. Some bonuses credit automatically after a short delay.
8. If the offer is a no-deposit free spin, confirm there is no claim button you missed.
9. Verify your account age. Some new-player bonuses require a first deposit within a set time.
10. Check if the promotion runs only on specific days. You may have deposited outside that window.
11. Make sure you did not cancel the deposit mid-way. An incomplete transaction will not trigger a bonus.
12. Try a smaller browser window or a different device to see if the bonus updates.
13. Contact support with your deposit ID and the promotion name. Provide a screenshot of the deposit confirmation.
14. If you already used a bonus from a different PointsBet casino site, wait before claiming another.
15. Ask support to reset the promotion flag if a technical error stopped it.

If you have followed all these steps and 15 minutes have passed, contact support with your username and the exact problem.

Site or Games Not Loading on Mobile

You open the site on your phone browser, and the screen stays white, the spin button does nothing, or the game freezes at the loading circle.

• Your internet connection is unstable or too slow.
• The browser cache or cookies are outdated.
• The phone operating system or browser version is no longer supported.
• Your phone has little free storage space.
• A third-party ad blocker or VPN is interfering with the connection.

1. Switch your phone from Wi‑Fi to mobile data, or vice versa, to rule out a network issue.
2. Close all other apps to free memory.
3. Restart your phone.
4. Open the browser settings and clear the cache and cookies.
5. Update the browser to its latest version through your phone settings.
6. Disable any ad blocker or VPN temporarily.
7. Try a different browser such as Chrome, Safari, or Firefox.
8. Turn your phone sideways to landscape mode, then back to portrait.
9. Check that your phone has at least 5% free storage. Delete unused photos or apps if needed.
10. Log out of the PointsBet login page completely. Close the browser tab, then log back in.
11. If a specific game fails, load a different game to see if the problem is isolated.
12. Visit the site from a desktop computer. If it works there, the issue is likely mobile‑specific.
13. Switch your phone to airplane mode for 15 seconds, then turn it off again.
14. Update your phone operating system if an update is available.

If the issue persists across browsers and networks, contact support with your phone model, OS version, and the exact game name.

Identity Verification (KYC) Stuck or Documents Rejected

You uploaded your ID and a proof of address, but the status stays “pending” or “rejected” with no further explanation.

• The document photo is blurry, cut off, or taken under bad lighting.
• The name on the document does not match your PointsBet casino account exactly.
• The proof of address is older than the allowed time frame.
• The document type is not on the accepted list.
• The file size or format is not what the system expects.

1. Log into your account at https://www.pointsbet-au.net/. Open the verification section under your profile.
2. Check the exact name on your account. Remove any middle initials or nicknames if they differ from your ID.
3. Take a new photo of your passport or driver’s licence in natural daylight. Make all four corners visible and the text readable.
4. For the proof of address, use a utility bill, bank statement, or government letter from the last few months.
5. Save the file as JPEG or PNG. Keep the file size between 500 KB and 5 MB.
6. Do not edit or resize the image on your phone.
7. If the rejection reason says “expired”, upload a newer document.
8. If your address changed, first update it in your account, then upload the new proof.
9. Try uploading from a desktop computer instead of a phone.
10. Use a scanning app to capture the document instead of the default camera.
11. Remove any reflection or glare from the document surface.
12. Make sure the document shows your full name, date of issue, and expiry date.
13. Repeat the upload for each required document. The system may wait until all pieces are submitted.
14. Log out and log back in to refresh the status.
15. Wait 24 hours for manual review before re‑uploading.

If the status changes to “rejected” again despite clear documents, contact support and ask for the exact rejection reason.

Withdrawal Pending Longer Than Expected

You requested a withdrawal, the money left your PointsBet balance, but it has not arrived in your bank or e‑wallet yet.

• Your identity verification is still incomplete or under review.
• A bonus with wagering requirements is still active on your account.
• The withdrawal method has a holding period before processing.
• You requested the withdrawal on a weekend or public holiday.
• The payout amount exceeds a threshold that triggers additional checks.

1. Go to the verification section and confirm that all requested documents are approved.
2. Return to the promotions page and check if any active bonus has play‑through conditions. If yes, meet those conditions naturally before requesting a new withdrawal.
3. Cancel the current withdrawal if the system allows it. Re‑request using a different method that the casino processes faster.
4. Log out and log back in to see if the status changed from “pending” to “processing”.
5. Check your transaction history for any notes or flags.
6. Make sure the withdrawal method you chose supports the currency of your account.
7. Review the bank or wallet account details you entered. A typo can delay the transfer.
8. If you used a credit card, confirm that the card accepts inbound credits.
9. Wait one full business day. If the request was made on Friday, wait until Monday afternoon.
10. Do not place additional bets while the withdrawal is pending. This can reset the process.
11. Check your spam or junk email folder for a confirmation message from the casino.
12. Log out, clear your browser cache, and log in again to refresh the interface.
13. Call your bank or e‑wallet provider to see if they are holding the payment.
14. If the withdrawal method has a daily limit, request a smaller amount that fits within the limit.
15. Ask support to prioritise your withdrawal and confirm whether any manual check is required.

If the pending period exceeds the standard time stated in the cashier (which you can find inside the withdrawal section), contact support with your withdrawal ID.

Keep your account verified and your payment details up to date before you deposit or request a payout, and most delays will not happen.