Your welcome bonus shows as pending but the free spins never appear in your balance, and the most common cause is that the bonus code or opt-in step was missed at registration. Players on Stake who see this usually registered through a link that did not carry the offer, or opened the account before the promotion was attached.
Welcome bonus and free spins not credited
The bonus banner disappears after sign-up but the balance stays unchanged, and no free spins are listed under your rewards.
- The welcome offer was not selected or the bonus code was not entered during registration.
- The account was created before the promotion was active on the player’s profile.
- A first deposit was made without choosing the bonus in the cashier.
- The bonus was credited to a different wallet or currency than the one being viewed.
- The promotion had already been claimed on an earlier account with the same details.
- Open the rewards or promotions area and look for an unclaimed bonus entry.
- Check that you are viewing the same currency and wallet you used at sign-up.
- Log out of the Stake casino app and sign back in to refresh the balance.
- If you registered with a code, confirm it was saved on the account profile.
- Make sure the first deposit was made after opting in, not before.
- Complete any profile fields the bonus requires, such as name and date of birth.
- If a second account exists, close it and keep using the original one.
- Take a screenshot of the promotion page and your balance for reference.
- Contact support through live chat and describe the missing bonus in one message.
- Include your username, the promotion name and the time you registered.
Contact support when the bonus is still absent after a full logout and login, and you have confirmed the opt-in was completed.
Identity verification stuck or documents rejected
The verification screen stays on pending for a long time, or a document is marked as rejected without a clear reason.
- The photo is blurry, cropped or has glare across the text.
- The document is expired or the details do not match the account name.
- A corner of the ID is covered by a finger or the edge of the frame.
- The selfie was taken in poor light or with a face partly hidden.
- The file format or size is outside what the upload form accepts.
- Retake the photo on a flat surface with even light and no flash reflection.
- Show all four corners of the document inside the frame.
- Use the original document, not a photocopy or a screen image.
- Check that the name and date of birth match your Stake profile exactly.
- Upload the front and back where the form asks for both sides.
- For the selfie, face the camera directly and remove hats or sunglasses.
- Submit one document at a time and wait for the status to change before adding another.
- If a rejection message appears, correct only the issue it names and resubmit.
- Keep a copy of each uploaded file in case support asks for it again.
- Use the same phone browser for uploads so the session does not switch devices.
Contact support when a document is rejected twice with no explanation, or when the pending status has not moved after a fresh upload.
Site and games not loading on a phone
A game tile opens to a blank screen, or the page freezes while the lobby still shows.
- A weak mobile connection drops the game files mid-load.
- The phone browser holds an old cached version of the page.
- Background apps are using memory needed by the game.
- An ad blocker or privacy extension is blocking game scripts.
- The browser itself is out of date and cannot run the game format.
- Switch between Wi-Fi and mobile data to see whether the game loads.
- Close other tabs and apps, then reopen the www.stakes-au.com in the phone browser.
- Clear the browser cache and cookies for the site only.
- Disable ad blockers or tracking protection for the page and reload.
- Update the phone browser to its current version.
- Try a different browser on the same phone to isolate the cause.
- Restart the phone to free memory before opening a game.
- Turn the phone to landscape and back to reset the game view.
- Log out and back in so the session token is fresh.
- Test one game at a time instead of opening several from the lobby.
Contact support when one specific game fails on every browser and connection while the rest of the site works.
Deposit left the bank but not on the casino balance
The bank shows the payment as completed, but the casino balance is unchanged and no transaction appears in the history.
- The payment is still being processed between the bank and the casino.
- The deposit went to an old account or a different currency wallet.
- The reference or payment details were entered incorrectly.
- The bank placed the payment on hold for a routine check.
- The transaction was made while the session had expired.
- Note the exact time and amount shown by your bank.
- Refresh the balance and open the transaction history in the account.
- Check all wallets and currencies in case the funds landed elsewhere.
- Confirm the payment details you used match the ones shown in the cashier.
- Look for a pending deposit entry before assuming it is lost.
- Do not repeat the deposit until the first one is located.
- Save a screenshot or statement line from your bank as proof.
- Contact support with the amount, time and payment reference.
- Ask your bank whether the payment is completed or still on hold.
- Keep the chat open until support confirms where the funds are.
Contact support as soon as the bank marks the payment completed and the balance still shows nothing after a refresh.
Preventing most of these problems comes down to one habit: use the same account, currency and phone browser from registration onward, and complete identity verification before making a first deposit.