You might have entered your password incorrectly and now see a red error message at the top of the screen. The most common cause is a typo in your login details.
Identity Verification Not Going Through
You submit your documents but see a message saying verification is still pending or a document was rejected.
- The photo of your ID is blurry or has glare.
- Your name on the document does not match the name on your account exactly.
- The document is expired or not an accepted type.
- You uploaded a screenshot instead of a clear photograph.
- Your address document was issued longer than the accepted period.
- Log in with your Pointsbet login details and go to your account profile.
- Check which document was rejected or is still pending.
- Take a new photo of your ID in good lighting, with no fingers or reflections.
- Make sure the full document is visible, including all four corners.
- Confirm your name and date of birth are spelled exactly as on the account.
- Use a recent utility bill or bank statement for address proof.
- Crop the image so only the document shows, no background.
- Upload the corrected file through the verification section.
- Wait for a status update message, which appears in your account.
- Do not submit the same document twice; contact support if unsure.
- Check your email for any requests for additional documents.
- If no progress appears within a reasonable time, contact support with your account email.
Contact support if you have uploaded correct documents twice and see no update.
Welcome Bonus or Free Spins Not Credited
You make a deposit but the promised bonus or free spins do not appear in your balance or bonus section.
- You did not enter a bonus code during the deposit.
- The deposit amount was less than the required minimum for the offer.
- You used a payment method that is excluded from the promotion.
- The bonus is only for new players, and you have already used one.
- You did not opt in to the promotion before depositing.
- Log in with your Pointsbet login and open the cashier or offers page.
- Check if a bonus code field was provided during the deposit flow.
- Look for an active offer under your account; it may show a claim button.
- Review the terms of the promotion for the minimum deposit amount.
- Confirm your payment method is listed as eligible for the bonus.
- If you made a first deposit, check for a welcome bonus automatically applied.
- Free spins may appear in a game lobby rather than the bonus section.
- Refresh the game lobby or close and reopen the browser.
- Clear your browser cache and cookies, then log in again.
- Try using Pointsbet login from your phone browser if the desktop site acted differently.
- If you used a code, verify it was spelled correctly at the time of deposit.
- Allow a short period after the deposit for the bonus to process.
- If still missing, contact support with the deposit reference and bonus name.
Contact support if you followed all steps and the bonus is still absent.
Site or Games Not Loading on a Phone
You open the site on your mobile browser but the page stays blank, shows an error, or games do not start.
- Your internet connection is unstable or on a weak signal.
- Browser cache is outdated and conflicts with the site scripts.
- Your phone browser does not support the latest web standards.
- JavaScript or cookies are disabled in your browser settings.
- You are using an outdated version of the browser.
- Check that your Wi‑Fi or mobile data has a stable signal.
- Turn on airplane mode for a few seconds, then turn it off.
- Close all browser tabs and reopen the site.
- Clear the browser cache and cookies from the settings menu.
- Enable JavaScript and cookies in your browser permissions.
- Update your browser to the latest version available for your device.
- Switch your browser to desktop mode temporarily to see if games load.
- If possible, try a different browser on the same phone.
- Restart your phone to clear temporary system glitches.
- Check if your phone meets the minimum system requirements for the games.
- Disable any ad‑blocker or VPN that might interfere with the connection.
- Contact support only if the issue persists after all these steps.
Contact support if none of the steps make the site load.
Withdrawal Pending Longer Than Expected
You request a withdrawal but it stays in pending status without moving to processing.
- Your identity verification is incomplete or still under review.
- You recently changed your payment method or account details.
- The withdrawal amount exceeds the daily or single‑transaction limit.
- You have an active bonus that requires wagering before withdrawals.
- The payment method you chose has its own processing schedule.
- Log in with your Pointsbet login and go to the withdrawal history.
- Check the status column for any notes or pending labels.
- Confirm your identity verification is fully approved in your profile.
- If you changed your bank account or e‑wallet recently, provide proof of ownership.
- Review any wagering requirements attached to active bonuses in your account.
- Ensure your withdrawal amount is not above the limit shown in the cashier.
- Cancel the current withdrawal request if permitted, then try a smaller amount.
- For bank transfers, check if your bank name and account number are correct.
- If you used a new payment method, add and verify it before requesting again.
- Look for an option to accelerate the process, such as uploading ID before withdrawal.
- Wait for the standard pending period to pass; this varies by method.
- Check your email for any requests from the payment team.
- Contact support with your withdrawal ID and account email if it stays pending beyond the usual time.
Contact support if the withdrawal remains pending after you complete all checks.
Always complete your identity verification and review bonus terms before you deposit; this prevents most login and payout delays.