It is 7:40 on a Tuesday morning and you open your phone to see a bonus balance of zero. The usual cause is that the bonus code was never applied or the qualifying deposit was made after the offer window closed.
Welcome bonus or free spins not credited
You see the deposit succeed but the bonus and free spins never appear on the balance. At sportsbet-au.org/, most missing bonuses come from a code that was not entered or an offer that does not stack with another promotion.
- The bonus code was typed incorrectly or left out at the cashier.
- The minimum qualifying deposit was not met or only part of it counted.
- The account already holds an active bonus that cannot be combined.
- The offer was claimed after its expiry window.
- Free spins were assigned to a specific game rather than the whole lobby.
- Open your account history and find the deposit that should have triggered the offer.
- Check that a valid code was entered on that deposit.
- Make sure the deposit met the minimum amount stated in the offer.
- Close any other active bonus by finishing or forfeiting it.
- Log out and log back in to refresh the balance display.
- Go to the promotions section and manual claim any pending offer.
- If the bonus is still absent, take a screenshot of the deposit record and the offer text.
- Contact support through live chat with both images attached.
Contact support if the deposit is settled, the code was valid and the bonus has not appeared after a few hours.
Identity verification stuck or rejected documents
You upload a document and the status stays on pending or flips to rejected with no clear reason. Most cases come from unclear photos or details that do not match the account name.
- The photo is blurry, cropped or has glare over the document number.
- The name on the document differs from the name on the account.
- The document is expired or the back side was not uploaded where needed.
- An address document is older than the accepted period.
- The file type or size is outside what the upload form accepts.
- Take new photos in daylight with the whole document inside the frame.
- Make sure all four corners and the number are readable.
- Remove the phone case or anything that casts a shadow.
- Upload the front and back where the form asks for both.
- Use the exact spelling of your name as it appears on the document.
- For address proof, use a recent document with your full name and address visible.
- Delete old uploads and submit the new set in a single session.
- Wait for the review to finish before uploading again, as extra files slow the queue.
- If the status stays unchanged, send the same files to support in one message.
Contact support when a clear, valid document has been rejected and you cannot see why.
Deposit left the bank but not on the casino balance
Your bank shows the payment as sent while the balance stays unchanged. The cause is usually a bank hold, an incomplete payment confirmation or a pending review on the casino side.
- The bank has authorised the amount but the payment has not settled yet.
- The bank flagged the payment for a routine security check.
- The payment confirmation did not return to the casino.
- Another deposit is still being reviewed, which blocks the new one.
- The payment was made from a method not in your name.
- Check whether the bank shows the amount as pending or settled.
- Note the reference number from your bank statement.
- Refresh the balance by logging out and back in.
- Open the deposit history in your account and see if the payment is listed as pending.
- Wait for the bank to settle the payment before trying again, to avoid a double charge.
- Make sure future deposits come from an account in your own name.
- Keep the bank reference ready for support.
- Contact support with the reference number if the balance is still empty after the bank shows the amount as settled.
Contact support when the bank confirms the payment is settled and the amount is still missing.
Cannot log in or account locked after failed attempts
You type your password and the screen returns you to the login form or says the account is locked. Repeated wrong passwords, caps lock and old saved credentials are the usual reasons.
- Caps lock or a keyboard layout changed the password characters.
- A saved password on your phone is outdated.
- Too many failed attempts in a short time triggered a lock.
- Two-factor codes are being sent to an old phone number.
- The browser cache is loading an old version of the login page.
- Type the password by hand instead of using autofill.
- Turn off caps lock and switch the keyboard to the correct language.
- Clear the browser cache and reopen the login page.
- Use the password reset option and set a new password you have not used before.
- Store the new password in a password manager rather than a note.
- Open the account settings and update your phone number for 2FA.
- Log in on one device first, then add others.
- Contact support if the account stays locked after a reset.
Contact support when the lock survives a password reset and a 2FA update.
Keep your registered name and payment details consistent across the account, and most bonus, KYC and deposit problems never start.