Why did Pointsbet say my bonus was not credited after I opted in? The most common cause is that the welcome bonus or free spins were not activated on the account before the qualifying action.

Welcome bonus or free spins missing after opting in

The player sees a confirmation that the bonus was accepted, but the balance or spin count stays unchanged.

• The bonus code was not entered during registration or deposit.
• The deposit that should trigger the bonus was made before the bonus was selected.
• The account is not fully verified, so the bonus remains pending.
• The player already claimed a welcome offer on an earlier account.
• The bonus was credited but appears in a separate bonus balance.

1. Open the promotions or bonus section and confirm the offer shows as active on the account.
2. Check that the welcome bonus was selected before making the qualifying deposit.
3. If a bonus code is required, enter it exactly as shown in the promotion details.
4. Complete any identity verification steps that the bonus terms require.
5. Look for a separate bonus balance or pending rewards area in the cashier.
6. Make sure no other active bonus is blocking the new welcome offer.
7. Note the date and amount of the qualifying deposit for your own records.
8. Contact support with the promotion name and deposit details if the bonus still does not appear.

Contact support when the bonus is still missing after you have confirmed the opt-in and completed verification.

Identity verification stuck or documents rejected

The player uploads documents but the account remains unverified or the files are marked as rejected.

• Photos are blurry, cropped, or show glare on the text.
• The document has expired or the details do not match the account name.
• Only one side of an ID was provided when both sides are needed.
• The file format is not accepted by the upload tool.
• The proof of address is older than the period allowed for verification.

1. Take new photos in bright, even light with all four corners of the document visible.
2. Upload both sides of your ID if the document has information on the back.
3. Make sure the name and address on the documents match your Pointsbet casino login details exactly.
4. Use a recent utility bill or bank statement as proof of address.
5. Save files in a common format such as JPG or PDF before uploading.
6. Submit each document only once to avoid duplicate review requests.
7. If verification stalls, reach out through the Pointsbet https://www.pointsbetlogin.org/ support channel with your reference number.

Contact support when a document is rejected more than once without a clear reason or when verification has not moved after a fresh upload.

Site or games not loading on a phone browser

The player opens the site on a phone and sees a blank page, spinning loader, or a game that stops mid-round.

• The mobile connection is weak or switching between Wi-Fi and mobile data.
• The browser cache or cookies are outdated.
• An ad blocker or privacy extension is blocking scripts.
• The browser version is old and does not support the game format.
• Too many tabs or apps are open and memory is low.

1. Switch to a stable Wi-Fi network or a strong mobile signal and reload the page.
2. Clear the browser cache and cookies for the site.
3. Turn off ad blockers or privacy extensions for the site and try again.
4. Update the phone browser to the latest version available.
5. Close unused tabs and background apps to free memory.
6. Try a different browser to see if the problem follows the browser.
7. Restart the phone and open the site in a fresh tab.
8. Test one game at a time to identify whether a single title is affected.

Contact support when the site fails to load in more than one browser and on more than one network.

Deposit or withdrawal declined by limits

The player tries to deposit or withdraw and receives a message that the amount is outside the allowed limits.

• The amount is below the minimum or above the maximum set for the account.
• The account is not fully verified, so withdrawals are restricted.
• The player has reached a daily or weekly transaction limit.
• The chosen payment option has its own limits that differ from the site limits.
• An active bonus places a cap on the withdrawal amount.

1. Check the cashier for the minimum and maximum amounts allowed for the chosen method.
2. Complete identity verification to remove restrictions on withdrawals.
3. Wait for the next day or week if a daily or weekly limit has been reached.
4. Choose a different payment option that matches the amount you want to move.
5. Review active bonuses for any withdrawal cap that applies to the balance.
6. Split a large withdrawal into smaller requests only if the rules allow it.
7. Contact support with the exact error message if the decline continues.

Contact support when the decline message does not state a limit or when the same amount is refused across several payment options.

Quick Reference

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

Each row points to a single first action, so you can rule out the most frequent cause before moving to deeper checks. The bonus rows focus on timing: the welcome offer must be chosen before the qualifying deposit, and any code must be entered exactly. For verification, the table highlights document quality because most rejections come from poor photos rather than from the account itself. Mobile loading problems are split between browser issues and network issues; trying a second browser separates the two. The limits row reminds you that the cashier displays the amounts allowed for each payment option. Use the table as a starting point, then follow the section for the problem you see.

Before contacting support, note the exact error message and the time it appeared; this single habit prevents most repeat requests and speeds up every fix.