You tapped the login button twice because the first tap seemed to do nothing; now the screen shows a locked account message instead of your balance. That lockout usually comes from several failed sign-in attempts in a row, which the system treats as a security risk.

Account lockout and sign-in failures

After a few wrong passwords or a mistyped username, the login page displays a lockout notice or keeps returning you to the sign-in form.

• Caps Lock or a keyboard layout change altered the password you typed.
• You are using a nickname or email that differs from the one registered on the account.
• Browser autofill entered an old password saved from a previous session.
• Too many attempts within a short period triggered a temporary security block.
• The account was flagged for review after unusual sign-in activity.

1. Close the login window and reopen the 20Bet casino home page in a fresh tab.
2. Type your username and password by hand instead of using autofill, and check that Caps Lock is off.
3. Use the show-password icon to confirm each character before you submit the form.
4. If you see a lockout message, stop trying and wait for the block to clear on its own.
5. Switch to your phone browser or a different browser to rule out a local cookie problem.
6. Clear the browser cache and cookies for the site, then reload the page and try once more.
7. Use the password recovery link if you still cannot sign in, and follow the email instructions.
8. When the reset email does not arrive, check the spam folder and confirm the address matches your profile.
9. Note the exact wording of any error message, because support will ask for it.

Contact support when the lockout notice persists after a password reset or when you no longer have access to the email on the account.

Deposits missing from the balance

The payment page confirms the deposit, your bank shows the money as gone, but the casino balance stays unchanged.

• The payment provider is still processing the transfer and has not sent confirmation.
• The deposit went to an old payment reference or a different account.
• The amount fell below the minimum the site accepts for that method.
• The payment was flagged for a routine security review of the account.
• A bonus or promotion on the deposit is still being applied to the balance.

1. Refresh the balance page and log out and back in to force a fresh balance display.
2. Check the transaction history inside your account for a pending entry.
3. Compare the reference number on your bank receipt with the one shown in the history.
4. Confirm the deposit method you used is enabled for your account and country.
5. Make sure the amount meets the minimum for that method before you retry.
6. Do not send a second deposit from a different method until the first is traced, as this can confuse the record.
7. Take a screenshot of the bank confirmation and the casino history side by side.
8. Send both images to support with the date and the reference number.
9. Keep the chat or ticket number for follow-up.

Contact support as soon as the bank confirms the debit and the casino history shows no matching entry after a full day.

Welcome bonus and free spins not credited

The welcome offer or free spins do not appear on the balance, and the promotions page still invites you to claim them.

• The promo code was typed with a space or a wrong character, so the system did not match it.
• The bonus was claimed before the first deposit instead of at the deposit step.
• Another promotion was already active on the account, and only one can run at a time.
• The deposit method used does not qualify for the welcome offer.
• The bonus terms require a minimum deposit that the payment did not reach.

1. Open the promotions section and look for the offer status next to your account.
2. Compare the code you entered with the one shown on the promotion page, character by character.
3. When you have not deposited yet, enter the 20bet promo code in the bonus field during the deposit process.
4. Finish the deposit in one session without closing the payment window, because an interrupted flow can drop the code.
5. If another bonus is active, wait for it to finish or cancel it before claiming the welcome package.
6. Check that the deposit method you used appears among the qualifying options for the offer.
7. Make sure the deposit amount meets the minimum stated in the promotion description.
8. Log out, log back in, and look for a pending bonus section on the balance page.
9. If the offer still shows as unclaimed, contact support with the code and the deposit reference.

Players who prefer a single place for offers can use 20Bet app as their entry point and then apply the code at deposit. The code field only accepts the exact characters, so retype it rather than pasting from a message. When a code has expired, the promotion page usually shows a replacement offer, and the old code will not work.

Contact support if the offer remains uncredited after a successful deposit that met every stated condition.

Identity verification stuck or documents rejected

The verification screen stays on pending, or an upload is rejected with a message that the image is unclear.

• The photo is blurry, cropped or has a strong glare across the text.
• The document has expired or the details do not match the name on the account.
• Only one side of a two-sided document was uploaded.
• The file format or size falls outside what the upload form accepts.
• The review queue is busy, so the status has not changed yet.

1. Open the verification section and read the exact reason shown next to the rejected file.
2. Retake the photo in daylight on a flat surface, with all four corners visible and no flash reflection.
3. Upload both sides of the document when the form asks for them.
4. Check that the name, date of birth and address match your profile exactly.
5. Save the file in a common format and keep it under the size the form allows.
6. Submit one clear copy instead of several duplicates, which can slow the queue.
7. Do not crop the image or apply filters, because the security features must stay visible.
8. Wait for the status to change before uploading again, as repeated uploads can reset the review.
9. Keep a copy of each submitted file in case support asks for it again.

Contact support when a document is rejected twice for the same reason or when the status has not moved after a full review cycle.

Quick Reference

The table below pairs each common symptom with its usual cause and the first thing to check.

A lockout clears fastest when you stop retrying and reset the password once. For deposits, the bank receipt and the casino history are the two records support needs, so capture both before you write. Bonus codes fail most often because of a single wrong character, so retype rather than paste. Verification rejects images for glare and cropping more than for any other reason. Keep the name on your documents identical to the name on the account to avoid a second review. When a problem repeats, the ticket number from the first contact speeds up the second.

Before you start a session, type your password manually once and save the correct version in your browser, and keep a clear photo of your ID ready; this single habit prevents most lockouts and verification delays.