It is 6:40 on a Tuesday morning and you are on the bus with a few minutes to spare before work, but the balance on the screen still shows nothing after the deposit left your bank. In most cases the cause is a payment that is still being confirmed between the bank and the online pokies casino, not money lost.

Deposit gone from the bank but missing from the balance

The player sees the bank message confirming the payment, while the casino balance stays unchanged and no bonus credit appears.

• The bank transfer or card payment is still in progress and has not reached the casino yet.
• The player used a payment route that is not accepted on the account, so the payment bounces back.
• The deposit was made to an old account number or a different username by mistake.
• A pending bonus condition was not met, so the funds sit unclaimed rather than added.
• The payment was flagged for a routine manual check before it is released.

1. Refresh the page and log out, then log in again.
2. Check the transaction history inside the account rather than the bank screen.
3. Compare the amount and reference on the bank receipt with the deposit you made.
4. Confirm that the username on the payment matches the one on the account.
5. Give the payment a short period to clear before repeating it.
6. Look for any pending deposit shown as uncleared in the history.
7. Make sure the payment route you used is listed as accepted for your account.
8. Close other tabs that may hold an old session and open the account fresh.
9. Take a screenshot of the bank confirmation and the account history side by side.
10. Write down the exact time and amount of the payment.
11. Keep the reference number from the bank receipt to hand.
12. Try a small deposit through a different accepted route only if the first is confirmed failed.
13. Check the balance again after the account has been idle for a short while.
14. Note whether the missing amount appears as pending or as completed in the history.
15. Contact support with the amount, time and reference if the history shows nothing.
16. Send the screenshot only when support asks for proof of payment.
17. Avoid sending the same payment again until the first one is cleared or refunded.

Contact support once the bank shows a completed payment that the account history still does not list after a reasonable wait.

KYC stuck or documents rejected

The player uploads a passport or bill and sees the status stay pending, or the file comes back marked as rejected with no clear reason.

• A photo is blurred, cropped or shows glare across the text.
• The document has expired or the address on it no longer matches the one on file.
• The file format or size is outside what the upload form accepts.
• Only part of a multi-page document was uploaded.
• The name on the document differs slightly from the name entered at sign-up.

1. Open the account profile and read the current verification status.
2. Check which document type was requested and prepare that one only.
3. Photograph the document flat on a plain surface in good light.
4. Make sure all four corners and every line of text are visible.
5. Use the original document, not a photocopy of a copy.
6. Upload the file in the format the form accepts.
7. For a proof of address, use a recent bill that shows your name and full address.
8. Upload every page of a document that has more than one side.
9. Match the spelling of your name exactly to the document.
10. Wait for the review before uploading the same file again.
11. Replace any document that has expired with a current one.
12. Keep the image straight, not angled, to avoid a rejected crop.
13. Submit one clear file rather than several partial attempts.
14. Note the date of each upload so you can describe the sequence later.
15. Ask support which specific item failed if the rejection note is vague.
16. Send a fresh, sharp copy only after that answer, not a duplicate of the old file.

Contact support when a clear, current document has been rejected more than once without a stated reason.

Welcome bonus or free spins not credited

The player registers and expects the welcome credit or free spins, but the balance and bonus page show nothing.

• The bonus code was typed with a typo or left out at sign-up.
• The qualifying deposit was made before the bonus was selected.
• A bonus was already claimed on an earlier account linked to the same player.
• The deposit route used does not count towards the offer.
• The bonus is waiting in a separate section that has not been opened yet.

1. Log in and open the bonus or rewards section of the account.
2. Look for an unclaimed offer sitting there rather than assuming it failed.
3. Check the history for the deposit that was meant to trigger the offer.
4. Compare the code you used with the one shown for the offer, letter by letter.
5. Confirm the deposit was completed, not left pending.
6. Make sure the payment route used is one that counts towards the offer.
7. Log out and back in so the bonus section reloads.
8. On a phone, open Online pokies in the browser and check the bonus page there.
9. Clear the browser cache if the page keeps showing old information.
10. Note the time and code of the attempt for your own record.
11. Enter a code in the bonus box only if the offer still shows as unclaimed.
12. Avoid claiming a second overlapping bonus while the first is unresolved.
13. Check whether the offer requires a minimum deposit that your payment did not reach.
14. Look for the free spins under a separate games or rewards tab.
15. Write down the offer name and code before contacting anyone.
16. Contact support with the code, the time and the deposit reference if the offer never appears.

Contact support when the offer still shows as unclaimed after a completed qualifying deposit and a fresh login.

Cannot log in or the account is locked

The player types the password and gets an error, then after several tries the account is locked with a message to reset access.

• The password or email was typed with a wrong character or extra space.
• Too many failed attempts triggered a temporary lock.
• The email on the account was changed and the old one no longer works.
• 2FA codes are being entered after they have expired.
• A saved password in the browser is out of date after a change.

1. Type the password slowly by hand instead of using autofill.
2. Check that caps lock is off and no space sits at the end of the email.
3. Delete the saved password in the browser and enter it fresh.
4. Use the password reset link sent to the email registered on the account.
5. Open the reset link soon after it arrives, since links expire.
6. Choose a new password that you have not used on the account before.
7. Turn 2FA on and enter each code as soon as it appears.
8. If a code fails, wait for the next one rather than reusing the old one.
9. Stop trying after a few failed attempts so the temporary lock can clear.
10. Return after the lock period shown on screen and try once.
11. Open the site in a private browser window to rule out stored data.
12. On a phone, switch from the saved tab to a fresh browser tab.
13. Check that the email inbox is not filtering the reset message into spam.
14. Ask support to confirm the email address on file if no reset message arrives.
15. Describe any recent password or email change when you write in.
16. Contact support when the reset link never arrives or the lock keeps returning after the wait.

Contact support as soon as the lock persists after the stated wait or no reset message reaches a working inbox.

Use one email address, one set of documents and one accepted payment route from the very first session, and most of these problems never reach support.