You are staring at an identity screen where the upload bar has frozen halfway, or at a bonus screen that promises free spins but shows nothing after your deposit. In most cases the cause is a mismatch between your account details and the documents you sent, or a bonus that was never activated on the account.

Identity checks that stall or documents that come back rejected

Your verification page stays on pending for a long stretch, or a message says the document could not be accepted and asks for a new upload.

• The photo is blurry, cropped or shows glare across the text.
• The name on the document does not match the name on the account exactly.
• The document has expired or the address on it is out of date.
• Only one side of a two-sided document was uploaded.
• The file format or size falls outside what the form accepts.

1. Place the document on a flat, well-lit surface and photograph it from directly above.
2. Check that all four corners are inside the frame and no text is cut off.
3. Make sure your full name, date of birth and address are readable without zooming.
4. Compare the spelling on the document with the spelling in your profile and correct the profile if needed.
5. Upload both sides when the document has information on each side.
6. Send a fresh copy of the address document rather than the one you used before.
7. Use a common file format so the form does not reject the upload before it reaches a reviewer.
8. Remove any password protection from the file before sending it.
9. Submit the new documents once and wait for the status on the page to change.
10. Keep the original documents on your phone so you can resend them quickly if asked.

Contact support when a rejection message keeps repeating even though the new document meets every point above, or when the account has shown pending for far longer than the review should take.

Welcome bonus and free spins that never appear

The bonus screen confirms your deposit, but the balance shows no bonus and the free spins counter stays at zero.

• The deposit was made before the bonus was selected or the code entered.
• The welcome offer is reserved for the first deposit and a later deposit does not qualify.
• A free spins award is waiting on a separate screen that was never opened.
• One of the payment choices used on the account is excluded from the offer.
• The bonus was credited and then removed because a rule was broken early.

1. Open the bonus section of your account and look for an unclaimed or pending award.
2. Check whether the free spins sit behind a claim button rather than appearing automatically.
3. Confirm you made the deposit that the welcome offer is tied to.
4. Repeat the steps with the bonus selected before you confirm the payment, if the offer allows a retry.
5. Read the deposit method conditions in the offer description and use a qualifying method next time.
6. Play through the bonus on the games the offer allows, not on excluded titles.
7. Note your bonus balance separately from your cash balance and watch both after each bet.
8. Close the casino pointsbet page and reopen it, because a stale screen can hide a credited bonus.
9. Try the same check through the pointsbet casino app in your phone browser if the desktop page looks frozen.
10. Take a screenshot of the confirmation and of your empty bonus balance at the same moment.
11. Check your email and the message centre for any notice that explains a removed award.

Contact support when the bonus section shows nothing, your deposit confirmation is clear and your play followed every rule, so a person can review the award.

Withdrawals pending longer than expected

The withdrawal sits marked as pending, and your balance has already been reduced while the money has not arrived.

• Identity verification was never finished on the account.
• The withdrawal method does not match the deposit method used.
• Bonus wagering is still open, so winnings from it are not yet payable.
• An earlier withdrawal is still in progress and a second request was queued behind it.
• A security review was triggered by a change of details or a new device.

1. Open the transaction history and note the status shown for the request.
2. Check the verification area to confirm your identity check passed, not just started.
3. Compare the withdrawal method with the one you used to deposit.
4. Look at any active bonus and confirm its playthrough is complete in your account view.
5. Cancel a duplicate request only if the first one is still live and you do not want both.
6. Make sure your profile details still match your bank or payment account.
7. Wait for any open review to finish before sending the same request again.
8. Avoid changing your password or details while a payout is in progress, since that can restart checks.
9. Keep a screenshot of the pending status with your request reference visible.
10. Look in your messages for a request for extra documents and reply with them directly.

Contact support when the status has not moved after every condition on the account is met, or when a review has asked for nothing and given no explanation.

Games and pages that fail to load on a phone

The lobby opens but a game stays on a black screen, spins without starting, or the page reloads in the middle of a round.

• A weak mobile connection drops the game stream partway through loading.
• Browser cache or stored data from an older visit clashes with the current page.
• A background app is using memory the game needs.
• The browser version is old and does not run the game format.
• An ad blocker or privacy extension is cutting off part of the page.
• Temporary trouble on the game provider’s side affects one title at a time.

1. Switch from mobile data to Wi-Fi, or the reverse, and reload the page.
2. Clear the browser cache and stored data, then sign in to https://pointsbetlogin.com again.
3. Close other tabs and apps so the phone has memory free for the game.
4. Update the phone browser to the latest version available to you.
5. Turn off the ad blocker or privacy extension for the site and reload.
6. Try a different game from the same provider to see whether the fault is one title.
7. Test a game from a second provider, which tells you whether the issue is site-wide.
8. Restart the phone and open the site in a fresh browser window.
9. Play the game in the phone browser rather than through any other route, which removes an extra layer.
10. Note the game name, the browser and the exact error text before you report the fault.

Contact support when one game or the whole lobby fails in several browsers and on more than one network, since that points to a fault outside your phone.

Quick Reference

The table below pairs each problem with its most common cause and the single check to try first.

Each first check is meant to remove the most frequent cause before you spend time on anything else. A bonus that never appeared is usually a matter of timing, not a lost award. Pending withdrawals often clear once an unfinished condition on the account is closed. Mobile loading faults sit in the browser far more often than in the account. The status shown in transaction history tells you more than the lobby screen does. Work through one row at a time and note what changed after each check.

Most of these problems disappear when your profile name, address and payment details match your documents from the very first deposit, so set them correctly before you claim anything.