You are staring at a bonus screen that shows no free spins or welcome credit, even though the qualifying action is done. The usual cause is a mismatch between the bonus conditions and how the first payment or sign-up was completed.

Welcome bonus and free spins missing after sign-up

The player finishes registration or a first payment and the balance still shows the plain amount, with no bonus credit or spin counter.

  • The first payment fell below the minimum the offer requires.
  • A bonus code was needed but left empty, or typed with an error.
  • The account already used a welcome offer in the past.
  • Payment details do not match the name on the account.
  • The offer needs a separate activation step the player skipped.
  1. Open the bonus page in the cashier area of Pointsbet casino and look at the offer status shown there.
  2. Compare the first payment amount with the minimum stated for the offer.
  3. Re-enter the bonus code exactly as written if the offer requires one.
  4. Make sure no spaces or capital letters break the code.
  5. Check that the payment method used is allowed for the offer.
  6. Confirm the account name and payment name are identical.
  7. Complete any remaining profile fields the offer depends on.
  8. Activate the offer manually if the page shows an activate button.
  9. Refresh the balance and the spin counter after activation.
  10. Log out and back in through the Pointsbet login page to reload the balance.
  11. Test the spins on an eligible game from the offer list, not any other title.
  12. Note that some games contribute nothing to the offer rules.
  13. Stop playing the bonus balance while you check these points.
  14. Keep the payment receipt and the bonus confirmation in case you need them.
  15. Write down the time of the qualifying payment for the support message.
  16. Wait for the offer to appear only within the window the offer states.

Contact support when every step matches the offer but no bonus or spins appear.

Deposit or withdrawal declined over limits

A payment is refused and the screen names a limit rather than a card or bank error.

  • The amount sits outside the minimum or maximum the account allows.
  • The account has reached a daily or weekly payment ceiling.
  • The withdrawal would leave a balance below the required minimum.
  • The chosen payment route has its own amount rules.
  • Identity checks are still open on the account.
  1. Read the exact message on the declined payment screen.
  2. Split the payment so each part stays inside the stated limits.
  3. Reduce a withdrawal if it breaks the minimum balance rule.
  4. Try a smaller amount first to confirm the account accepts it.
  5. Check the payment history for earlier payments that count toward the daily ceiling.
  6. Pause new payments until the daily window resets.
  7. Switch to another payment route only if that route is offered to you.
  8. Finish any open identity steps, since these can block payouts.
  9. Confirm the withdrawal amount leaves enough for the minimum balance.
  10. Remove or cancel a pending withdrawal before starting a new one.
  11. Use the same payment details as before when the route allows it.
  12. Keep each receipt with the amount and time shown.
  13. Retry the payment once the amount fits the limits.
  14. Watch for a second decline with the same wording and note it.
  15. Gather the receipts and the error text for a support message.
  16. Request the payment again only after the limits are satisfied.

Contact support when the amount clearly fits the limits and the payment is still refused.

Locked out after failed login attempts

The login form returns a wrong password error, then a lock message, and the password field keeps clearing.

  • The password or email contains a typo or an old saved version.
  • Repeated failures triggered a temporary lock on the account.
  • The account is blocked pending a security check.
  • The login page is an old bookmark rather than the live one.
  • The password was changed on another device.
  1. Stop retrying at once, because more attempts extend the lock.
  2. Use the password reset link on the Pointsbet login screen.
  3. Type the email address in full and check each character.
  4. Set a new password with a mix of letters, numbers and symbols.
  5. Change the password only once, then sign in from the phone browser.
  6. Clear the saved password in the browser before trying again.
  7. Return to www.pointsbet-au.net through a fresh browser tab rather than an old bookmark.
  8. Enter the new password slowly and confirm the keyboard language.
  9. Close other tabs where the account is still signed in.
  10. Wait for the lock period the message describes before another try.
  11. Check the inbox for a security email that explains the lock.
  12. Reply to nothing and instead collect the lock message text.
  13. Note the time of the last successful sign-in.
  14. Keep the reset confirmation email at hand.
  15. Try one final sign-in after the wait, with no other attempt in between.
  16. Prepare the account email and lock text for support.

Contact support when the lock outlasts the period in the message or a reset email never arrives.

Identity check stuck or documents rejected

The verification screen stays on pending, or a document comes back marked as unreadable or expired.

  • The photo is blurred, cropped or shows a glare.
  • The document has expired or the corners are cut off.
  • The name or address differs from the account details.
  • A second document was requested and never uploaded.
  • The file type or size is outside what the upload form takes.
  1. Reopen the verification page and read which document was rejected.
  2. Retake the photo in bright, even light with no flash glare.
  3. Fit the whole document inside the frame, corners included.
  4. Use the original document, not a copy or a screen photo.
  5. Check that the name matches the account spelling exactly.
  6. Upload the file type the form accepts, such as a photo or scan.
  7. Send each side of a two-sided document as a separate image.
  8. Upload any second document the page lists as missing.
  9. Confirm the address on the document matches the account address.
  10. Wait for the review before uploading the same file again.
  11. Keep the original images in case a new upload is needed.
  12. Note the time of each upload for the support message.
  13. Avoid editing the image beyond cropping to the document edges.
  14. Do not send documents by email unless support asks for them.
  15. Check the verification status after the review window the page shows.
  16. Prepare the account email and the rejection notice for support.

Contact support when a clear, valid document is rejected twice or the review stays pending.

Keep the account name, address and payment details identical everywhere, and most of these problems never reach the support queue.