After a failed sign-in, the screen returns you to the login form with a generic error even though your password is correct. The most common cause is too many rapid attempts, which triggers a temporary lock on the account.

Login fails or the account locks

You type the right password, but the page reloads without letting you in or shows an error about too many tries.

• Several failed attempts in a short period triggered a lock.
• Caps Lock is on or the keyboard layout changed.
• The account is still open on another device or tab.
• Browser cookies or saved passwords are out of date.
• The email address is mistyped or belongs to a different account.

1. Close every open tab with the login page and reopen the site in a fresh window.
2. Type the password by hand instead of using a saved autofill entry.
3. Check that Caps Lock is off and the keyboard is set to the language you normally use.
4. Clear the browser cache and cookies for the site, then reload.
5. Try a different browser or a private window to rule out stored data.
6. Restart the phone or computer and attempt one careful login.
7. If the lock message remains, wait quietly; repeated tries extend the lock.
8. Use the password reset link if you are unsure of the current one.
9. Open the reset email in the same browser you use for the site and follow the link once.
10. Set a new password you have not used on this account before.
11. Log in on one device only and close other sessions first.
12. If the account stays locked after a reset, contact support with your registered email and the exact error text.

Contact support the same day when the lock message does not clear after a reset or when you suspect someone else tried to access the account.

A deposit left the bank but not the balance

The bank shows the payment as sent, yet the casino balance and transaction history show nothing.

• The payment is still being processed between the bank and the casino.
• The deposit went to an old or different account with the same brand.
• The bank blocked or reversed the transfer for its own checks.
• A saved payment detail expired and the request failed silently.
• The amount was sent without the required reference.

1. Take a screenshot of the bank transaction showing the amount, time and status.
2. Refresh the casino balance and history after a short wait.
3. Log out and log back in so the balance reloads from the server.
4. Check the transaction history for a pending or failed entry.
5. Confirm the deposit used the same currency and account as your casino profile.
6. Make sure no other account at the brand received the money.
7. Look for a bank message asking you to approve the payment.
8. Approve the payment in your banking app if it is waiting.
9. Compare the last four digits of the card or account used with the one saved on the site.
10. Remove the old payment detail and add it again before any new attempt.
11. Contact support with the screenshot and the exact amount if the balance stays empty.

Contact support straight away when the bank marks the payment as completed and the casino still shows nothing after a full logout and login.

The welcome bonus or free spins never arrive

You finish the sign-up or a qualifying deposit, but the bonus balance or spin counter stays at zero.

• The bonus code was typed with a space or a wrong letter.
• The deposit was made before the code was entered.
• The offer was already used on another account at the brand.
• A required email confirmation is still waiting in your inbox.
• The bonus is tied to a specific deposit method and that method was not used.

1. Open your account and find the bonus or promotions area.
2. Check whether the offer is listed as active, pending or missing.
3. If a code was required, re-enter it in the bonus field on the deposit screen exactly as written.
4. Remove spaces before and after the code.
5. Confirm the email address on the account and click the confirmation link if one was sent.
6. Make the qualifying deposit again only after the code is accepted and shown.
7. On mobile, play through the phone browser and keep the same tab open until the confirmation appears.
8. Use the https://au-betr.com promotions page to compare which offers need a code and which apply automatically.
9. If a bonus is listed as pending, complete any remaining condition shown in the bonus details.
10. Log out and back in so the bonus balance refreshes.
11. Note the time and amount of the qualifying deposit for your message.
12. Write to support with the code you used, the deposit time and the bonus name.

Contact support when the bonus shows as pending for a long time without any condition left to meet, or when the code is rejected without a clear reason.

KYC is stuck or documents are rejected

The account shows verification as pending, or a document upload returns an error about quality or type.

• Photos are blurry, cropped or show glare on the text.
• The document is expired or the corners are cut off.
• The name on the document does not match the account name.
• The file format or size is outside what the upload accept.
• Only one side of a two-sided document was sent.

1. Take new photos in daylight with the whole document inside the frame.
2. Keep all four corners and the text sharp and readable.
3. Make sure the document is current and not past its expiry.
4. Match the name and spelling exactly to the account profile.
5. Upload both sides when the document has information on the back.
6. Use a common image format and keep the file under the size the upload field states.
7. Remove any case, folder or cover before photographing.
8. Send one document at a time and wait for the status to update.
9. Check that the email address used for the account is the one you monitor.
10. If a document is rejected, read the rejection reason and fix only that issue.
11. Contact support with the rejection message if the same document fails twice without a clear reason.

Contact support when the verification status has not changed after you fixed the stated problem and resubmitted the same document correctly.

Quick Reference

The table below matches each problem to its usual cause and the first thing to try.

A lock clears fastest when you stop trying and let the wait pass. For a missing deposit, the bank status is the fact that decides your next step. Bonus codes are case sensitive, so copy them exactly and paste only into the bonus field. Document photos fail mostly because of glare, so turn off the flash and stand near a window. Keep one browser for the account and avoid saving the password in it. Save a screenshot of every deposit and bonus confirmation in one folder on your phone.

Keep the email address and phone number on your account current and use the same browser each time; that single habit prevents most login locks, missing bonus credits and stalled verification cases.