You tap the login button and the page reloads to an empty form, or an error message replaces the sign-in fields. The most common cause is a saved session or browser cookie that no longer matches your account state, so the site keeps discarding your credentials without saying so.

A deposit left the bank but never reached the casino balance

The player sees the money gone from the bank account while the casino balance stays unchanged.

• The payment was sent to a different account reference than the one linked to the casino profile.
• The bank is still holding the transfer in an internal review.
• The player closed the browser or lost the connection before the payment page finished.
• A saved card or payment detail expired and the transfer was routed as a new one.
• A bonus was applied to the deposit and the funds sit in a separate bonus balance.

1. Refresh the balance on the account page before assuming the money is lost.
2. Open the transaction history and look for a pending entry rather than a completed one.
3. Compare the reference on the bank statement with the reference shown in the casino history.
4. Wait for the bank statement to show the payment as settled, not merely authorised.
5. Sign out and sign back in so the balance is fetched fresh from the server.
6. Check the bonus balance separately if a promotion was active at the time of the deposit.
7. Confirm the currency and the account holder name match on both sides.
8. Keep a screenshot of the bank entry and of the casino history for the same moment.
9. Avoid sending a second deposit until the first one is confirmed.
10. If the payment shows as settled at the bank but absent from the history, open a support ticket with both screenshots.

Contact support once the bank confirms the payment is settled, since only the payment team can trace a transfer that never reached the account.

Identity verification is stuck or documents keep getting rejected

The player uploads documents and the verification status stays pending or returns a rejection with no clear reason.

• A photo is blurry, cropped or covered by glare.
• The document is expired or shows a corner cut off.
• The name or address differs from the details on the account.
• The proof of address is older than the period the operator accepts.
• The file format or size falls outside what the upload form takes.

1. Open the verification area of the profile and note exactly which document is still requested.
2. Lay the document flat on a dark surface in good light before photographing it.
3. Capture all four corners and the full text in a single frame.
4. Use a scan rather than a photo of a screen if the second attempt fails again.
5. Make sure the name on the document matches the account name letter for letter.
6. Upload one document at a time and wait for the status to change before adding the next.
7. For proof of address, use a document that shows your name and full address clearly.
8. Rename the file without spaces or special characters if the upload stalls.
9. Return to the pointsbetlogin.org/ verification page after each change and confirm the new status.
10. Submit the same document only once, since duplicates can slow the review.

Contact support if a document is rejected twice with no stated reason, and attach the same file you uploaded.

A withdrawal stays pending far longer than expected

The player sees the withdrawal marked as pending while the balance has already been reduced.

• The account is not fully verified yet, so the payout cannot move forward.
• A bonus was active and its conditions were not met before the request.
• The payout method does not match the method used for the deposit.
• The requested amount is above what the chosen method handles in one go.
• The request sits in a queue for a manual review.

1. Check the account status to see whether verification is still open.
2. Review the bonus section of the account for any condition still attached to the funds.
3. Confirm the withdrawal method matches the one used to deposit.
4. Cancel the request only if you intend to change the amount or the method.
5. Split a large request into smaller ones if the method cannot handle the full sum.
6. Sign out and back in to refresh the status shown on the withdrawal page.
7. Note the time you submitted the request and the status it moved to next.
8. Avoid opening a second request while the first one is still pending.
9. Take a screenshot of the pending status together with the account verification state.

Contact support if the status has not changed and verification is complete, since the payout then needs a manual check.

The welcome bonus or free spins never arrived

The player registers or deposits and the bonus balance or the free spins counter stays empty.

• The bonus code was typed with a typo or a space before it was submitted.
• The minimum deposit for the offer was not met on that payment.
• An earlier bonus on the account is still active and blocks a second one.
• The promotion was tied to a specific payment option that was not used.
• The account was created before the offer started.

1. Open the bonus history and check whether the offer appears there at all.
2. Compare the code you entered with the one in the offer description, character for character.
3. Confirm the deposit that triggered the offer was the one you expected it to be.
4. Check whether an older bonus is still running, since two offers rarely stack.
5. Look at the free spins counter separately from the cash balance.
6. Sign out and back in to reload the bonus state on the account.
7. Repeat the code entry only if the deposit still qualifies.
8. Keep the deposit history entry for the payment that should have triggered the offer.
9. Note the exact wording of any error shown when the code was submitted.
10. Contact support with the code, the deposit entry and the error text if the offer is still missing.

Quick Reference

The table sums up each problem with the cause to suspect first and the check to run before anything else.

Start with the check in the last column, because each one tells you whether the problem sits on your side or with the operator. A pending history entry means the payment has not settled yet, so waiting is the right move. A rejected document means the file itself needs replacing, not the account. A withdrawal held open usually points back to verification, which links the first two problems together. A missing bonus is nearly always a code or deposit detail, which you can fix without support. Only when the first check comes back clean does a support ticket become the next step.

The single habit that prevents most of these issues is to finish verification and confirm the deposit is settled before you request a withdrawal or claim an offer.