You tap the login button and the screen answers with a red error or a lock notice, while the password you typed looks correct. Failed attempts are the most common cause, and each one pushes the account closer to a temporary lock.

Login fails or the account locks after wrong attempts

The player enters valid credentials but sees an error message, or the account shows as locked and refuses every new attempt.

• Too many failed attempts in a short window triggered an automatic lock.
• The password was changed elsewhere and the old one is still being typed.
• Caps lock or a phone keyboard autocorrect is altering the password.
• The email address has a typo that still looks correct at a glance.
• Browser data holds an old session that clashes with the new login.

1. Stop retrying at once, because each failed attempt extends the lock.
2. Type the password into a plain text field first, so you can see every character.
3. Turn off caps lock and disable autocorrect on the phone keyboard.
4. Compare the email address character by character with the one used at sign-up.
5. Clear cookies and cached data in the browser settings.
6. Close all tabs of the site and open a fresh one.
7. Try the login once more with the corrected details.
8. If the lock notice remains, wait for it to clear before the next attempt.
9. Use the password reset option and follow the link sent to the registered email.
10. Open that reset link in the same browser where you will log in.
11. Set a new password that you have not used on this account before.
12. Log in with the new password on a desktop browser first.
13. Once inside, open the account security settings and review the active sessions.
14. Sign out of any session you do not recognise.
15. Keep the recovery email inbox accessible for future resets.
16. Contact support when the account stays locked after a successful password reset.

Players who prefer to play on the phone can reach the same account area through https://pointsbet-au.net/ in the mobile browser, and the lock behaves the same way there.

Contact support when a reset succeeds but the account still refuses to open, since only the support team can lift a lock set on their side.

A deposit leaves the bank but never reaches the balance

The bank shows the money as gone, yet the casino balance stays unchanged and the deposit history looks empty.

• The payment was sent but the confirmation never reached the account.
• The deposit went to an old account or a different username.
• A bank security check held the transfer before release.
• The payment reference was missing or mistyped.
• The account is not yet fully verified for deposits.

1. Refresh the balance after a short wait, because some transfers arrive late.
2. Open the deposit history and note the status shown for that payment.
3. Compare the reference in the bank statement with the one in the history.
4. Check that the username in the transfer matches the account exactly.
5. Confirm the deposit was not sent to a saved recipient from an earlier account.
6. Look at the bank statement for a pending or held status.
7. Call the bank and ask whether the transfer was released or returned.
8. If the bank released it, note the exact time and reference number.
9. Return to the deposit page and use only the payment details shown there.
10. Never repeat a deposit that is still marked pending.
11. Keep a screenshot of the bank entry and the history page side by side.
12. Make the next deposit smaller and confirm it lands before sending more.
13. Check that the account details are complete before the next attempt.
14. Sign out and back in so the balance reloads from the server.
15. Repeat the balance check on a desktop browser if the phone shows nothing.
16. Contact support with the reference and time when the balance stays empty after the bank confirms release.

Contact support as soon as the bank confirms the money left and the history shows no matching entry.

The site or games stall on a phone browser

The page half-loads, games sit on a spinning screen, or buttons do nothing when tapped on the phone.

• A weak or unstable mobile connection drops parts of the page.
• An outdated browser version cannot run the game scripts.
• Too many open tabs use up the phone memory.
• A browser extension or content blocker interferes with loading.
• Cached data from an earlier visit conflicts with the current site.

1. Switch from mobile data to Wi-Fi, or the other way round, and reload.
2. Close every other tab and app running in the background.
3. Clear the browser cache and cookies for the site.
4. Update the phone browser to its latest version.
5. Turn off content blockers or private browsing mode for this visit.
6. Restart the phone to free memory.
7. Open the site in a fresh tab and log in again.
8. Load a simple page first, then a game, to see which step fails.
9. Lower the game quality setting if the phone struggles with graphics.
10. Disable battery saver, which can throttle browser performance.
11. Try another browser already installed on the phone.
12. Check free storage space and remove files if the phone is nearly full.
13. Keep the phone screen on while a game loads, so it does not sleep.
14. Move closer to the router or use a stable network.
15. Test the same account on a desktop browser to separate account from device issues.
16. Contact support when games fail on every browser and network you try.

Contact support when the account loads but the games fail everywhere, because the problem then sits with the game itself.

KYC stalls or documents come back rejected

The verification page stays on pending for a long time, or the uploaded document is refused with a short reason.

• The photo is blurred, cropped or full of glare.
• The document has expired or the details do not match the account.
• Only one side of a two-sided document was uploaded.
• The file format or size is outside what the upload form accepts.
• Part of the document is covered by a finger or a reflection.

1. Place the document on a flat, dark surface in good light.
2. Photograph all four corners without a flash.
3. Check that every letter and number is sharp and readable.
4. Upload both sides when the document has information on each.
5. Make sure the name and date of birth match the account details exactly.
6. Use a document that is still valid on the day of upload.
7. Remove the case or cover from the document before the photo.
8. Convert the image to a common format the form accepts.
9. Keep the file small enough for the upload to finish.
10. Wait for the confirmation that the upload was received.
11. Avoid sending the same document several times while it is pending.
12. Add a second document type if the first one keeps failing.
13. Check the account profile for a message naming the rejected document.
14. Correct the mismatch in the profile before uploading again.
15. Upload from a desktop browser if the phone upload keeps failing.
16. Contact support when the status stays pending after a clear, correct upload.

Contact support when the reason for rejection is unclear or the same correct document is refused twice.

Keep one password manager entry, one verified phone number and one set of clear document photos ready before you play, and most of these problems never start.