The Pointsbet bonus is missing from your balance just when the casino you used before always showed it at once, and most often the cause is a claim that never finished after sign-up or a deposit that did not carry the needed code. The same gap shows up when players move money before the reward step is complete.

Welcome bonus or free spins missing after sign-up

The screen shows your new account with no bonus balance and no free spins, yet you finished registration. Here are the common causes of the missing Pointsbet welcome bonus:

• The welcome offer was never claimed from the promotions area after sign-up.
• A bonus code was typed with a typo or left out of the deposit form.
• The first deposit was made before the reward was selected.
• Extra accounts under the same name or address share one household and disqualify the offer.
• Identity checks are still pending, so the reward stays paused.

Work through these steps in order, and open the Pointsbet bonus page in your phone browser to see the offer that applies to your account.

1. Log in and open the promotions area to confirm the welcome offer shows as claimed rather than available.
2. Compare the code you entered with the one shown on the offer page, letter by letter.
3. Check that you deposited after selecting the offer, not before.
4. Confirm your account is the only one in your household with a reward attached.
5. Finish any open identity checks, since a paused account holds the reward in place.
6. Play the qualifying amount the offer requires, because free spins often arrive after that point.
7. Write down the time you registered and the method you used, ready for support.

Contact support if the offer shows as claimed but nothing appears after your first qualifying play.

Login blocked or account locked after failed attempts

You reach the login screen, type your details and see a locked or rejected message that keeps repeating. These are the usual reasons for a lockout on the casino Pointsbet account:

• The password was mistyped several times in a row, so the account locked for safety.
• Autofill is filling an old password you saved earlier.
• A second login is already open on another device.
• Your password was changed recently and the old one is still saved.
• Security checks on the account have not been completed.

1. Stop trying the same password, since more attempts can extend the lock.
2. Delete the saved password in your phone browser and type it again by hand.
3. Close other sessions on any device where you are still signed in.
4. Use the password reset link sent to your registered email address.
5. Set a new password you have not used on any other site.
6. Finish any security steps that appear after the reset, such as a code sent to your phone.
7. Try the login once the reset is complete, on one device only.

Contact support if the reset email does not arrive after a few checks of your spam folder, or the lock returns without failed attempts.

Deposit taken from the bank but not shown on balance

Your bank statement shows the payment has left, but the casino balance still shows the old figure. These causes explain most cases:

• The bank approved the payment but the transfer to the casino is still in progress.
• The deposit went to an old account that is no longer active.
• The method sends funds in two stages, and the second stage has not landed.
• An identity check is holding the money before it reaches the balance.
• A bonus claim in progress is pausing the balance update.

1. Refresh the balance page once rather than several times, so you see the current figure.
2. Check the transaction history in your account for a pending entry.
3. Compare the amount that left the bank with what the history shows.
4. Confirm the deposit used the account you are now signed in to.
5. Complete any identity or security step that appears under your profile.
6. Wait for the status to move from pending to completed before trying a new deposit.
7. Keep a screenshot of the bank entry and the account history, since support needs both.

Contact support if the history still shows no matching entry one full banking day after the money left your bank.

The single habit that prevents most of these problems is finishing every step of a claim in one session before moving money or closing the browser.