A common fear is that money sent to Pointsbet AU has simply vanished, and the symptom players report is a bank transfer confirmed while the casino balance still shows the old figure. Most often the cause is that the payment has not yet been matched to the player's account reference, not that it was lost. Gambling involves real risk, and the prompts below are about your account, not a way to win.

A deposit left the bank but the balance is unchanged

The player sees a completed bank transaction while the casino wallet still shows the previous total, and the deposit history has no matching entry. Likely causes:

• The transfer was made without the account reference the payment page generated.
• The deposit came from an account or card in someone else's name.
• The bank put the transaction on hold for an internal fraud check.
• The chosen payment route does not post instantly and settles later.
• A duplicate request was sent and both are waiting for review.

1. Open the transaction history in the cashier and note the time, the amount and the reference shown.
2. Compare that reference with the one on your bank statement.
3. Check that the sender name on the transfer matches the name on your profile.
4. Confirm with your bank that the payment has left and is not pending.
5. Take a screenshot of the bank confirmation showing the reference and the timestamp.
6. Return to the cashier and refresh the deposit page once.
7. Look for a pending deposit note that says the amount is being matched.
8. Wait for the stated matching window before sending anything again.
9. Do not resend the same amount, because a second transfer can slow the first.
10. If the reference was missing, prepare a message that names the exact amount and time.
11. Attach the bank confirmation to that message.
12. Include the payment method type used, without writing full card numbers.
13. Send the message from the email address registered on the account.
14. Keep the ticket number the support team issues.
15. Repeat the refresh once a day rather than watching the page constantly.
16. If the deposit remains unmatched, leave the funds in the account and do not move them.
17. Note that deposits sent from another person's account usually wait until ownership is confirmed.

The account cannot log in or is locked after failed attempts

The player types credentials that worked before and sees a rejection or a locked notice, with no route forward on the screen. Likely causes:

• Typing the email or username with a space, wrong case or a saved autofill entry.
• Repeated wrong passwords triggering a temporary lock.
• 2FA codes entered after they expired.
• A password changed on another device without the player remembering.
• Stored browser data sending an old password into the pointsbet casino login field.

1. Stop entering passwords on the lockout screen to avoid extending the lock.
2. Type the email address by hand in lowercase, with no leading space.
3. Clear the browser's saved password for the domain and retry.
4. Disable autofill for that page and enter the password character by character.
5. Caps lock off, check the keyboard language setting.
6. If a 2FA code is required, request one and enter it immediately.
7. Use the same phone number that receives 2FA messages, not a backup device.
8. Try a different browser or a private window.
9. On a phone browser, close other tabs that hold an old session.
10. If the reset email does not arrive, search the spam and promotions folders.
11. Request the reset link only once, since older links invalidate newer ones.
12. Open the reset link in the same browser that sent the request.
13. Set a new password that is not reused from another service.
14. Log in once on the new password and log out again.
15. If the account shows a lock message, wait for the stated lock period before another attempt.
16. Record the exact error text shown, word for word.
17. Send that text to support from the registered email address.

Welcome bonus or free spins never appeared

The player finishes registration or a first deposit and sees the normal balance, with no bonus or spin count added. Likely causes:

• The qualifying deposit was sent without the code or through a route the offer excludes.
• The bonus is waiting for a confirmation step in the rewards or promotions area.
• The deposit was made before the account was fully registered.
• The offer applies to one account only and a linked account already claimed it.
• A partial or refunded deposit did not meet the offer's deposit condition.

1. Open the promotions area and look for an unclaimed reward attached to your account.
2. Check whether a code had to be typed at deposit time, and whether it was saved.
3. Read the offer description attached to that reward in the account.
4. Confirm the deposit that was meant to qualify did complete, not remain pending.
5. Keep the deposit and the bonus balance separate on screen before playing.
6. Make a small deposit only when the offer's deposit condition is clear to you.
7. Avoid playing with bonus funds before confirming the reward was activated.
8. Check the pointsbet app or the mobile page for the same reward, since it may be listed only there.
9. Take a screenshot of the promotions screen showing no reward.
10. Note the time of the qualifying deposit and the code used, if any.
11. Players who took part in a casino pointsbet promotion should name that promotion in the message.
12. Send the details from the registered email address.
13. Ask which condition the account did not meet, so the answer is specific.
14. Avoid creating a second account to claim the same offer again.
15. Keep the original deposit untouched until support replies.
16. Reply to the ticket rather than starting a new one, so the history stays in one place.
17. If a reward appears after activation, read its conditions inside the account before playing.

Identity verification is stuck or documents are rejected

The player uploads documents and sees the status stay on pending, or receives a rejection without a clear reason. Likely causes:

• Photos taken at an angle, cropped, or with glare across the text.
• Expired ID or a document that is not accepted for the account's country.
• A name mismatch between the profile and the ID.
• A proof-of-address file too old or showing a different address.
• Uploaded files too large or in a format that fails to open.

1. Open the verification area and note which document type is still requested.
2. Place the ID flat on a plain surface in good light.
3. Capture all four corners with no crop and no flash reflection.
4. Check that the name and date of birth match the profile exactly.
5. Retype the profile name if it differs, or explain the difference in the ticket.
6. Choose a proof-of-address file that shows the same address as the profile.
7. Use a file format the uploader accepts and keep the size within its limit.
8. Upload each document once, because duplicate uploads can reset the review queue.
9. Watch the status change from pending to a clear decision.
10. If rejected, read the reason attached to each document and fix only that.
11. Do not send documents by email unless support asks for that route.
12. Never edit or retouch a document image, since altered files are rejected.
13. Keep the browser session open until the upload confirmation appears.
14. Refresh the verification page once after submitting.
15. Note the submission time for each file.
16. Send a message that lists the document types uploaded and their times.
17. If a document cannot be provided, ask support what alternative is accepted instead.

One habit prevents most of these issues: use your own details and the exact reference the cashier gives you every time, and keep a screenshot of each confirmation as you go.