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You tap withdraw and the next screen says the request is pending, not paid. The most common cause is that identity or payment checks have not cleared yet. You tap claim on the welcome offer and the balance does not move. Usually a condition such as a minimum deposit or a promo code was not met. The sections below give you a step for each problem.

Withdrawal stays pending longer than you expect

The cashier shows the withdrawal as pending and the balance has not changed. One of these is usually behind it:

• Identity or address checks are still open on the account.
• A payment method used for the deposit has not been confirmed.
• A bonus is still active and its play conditions are not finished.
• The withdrawal request was made before the deposit cleared.
• Account details do not match the payment method on file.

Work through these steps in order:

1. Open the cashier and check the status of the withdrawal. A pending label means it is still being reviewed, not paid.
2. Look for an open bonus on the account. A bonus that is still active can hold the withdrawal until its play conditions are met.
3. Confirm that the payment method you used for the deposit is the same one you selected for the withdrawal. A mismatch is a common reason a request is sent back.
4. Check that your name, date of birth and address in the account match the documents you sent. A small difference can stall the review.
5. If the site asked for documents, send clear photos of the full document. Cropped edges or glare cause a second review.
6. Allow the review to finish before you send another request. A second request while the first is open can slow both down.

Contact support only after you have confirmed that no bonus is active, your documents match and the request is still pending beyond the review window shown in the cashier.

Welcome bonus or free spins not credited

The welcome offer shows as claimed on the promotions page but the bonus balance is still zero. Common causes include:

• The minimum deposit for the welcome offer was not met.
• No promo code was entered at the deposit step when one is required.
• The offer had already been used on an earlier account.
• The deposit was made with a method excluded from the promotion.
• The offer expired before the deposit was completed.

1. Open the promotions page and check whether the welcome offer is marked as claimed or still available.
2. Compare the deposit you made with the minimum amount the offer requires. A deposit below that amount does not trigger the bonus.
3. If a promo code is required, re-enter it in the code field on the deposit screen before you confirm. A code entered after the deposit will not apply.
4. Check that the payment method you used is allowed for the offer. Some methods are left out of welcome promotions.
5. Look for an expiry date on the offer. An offer that has ended cannot be claimed.
6. If the bonus was credited but the free spins are missing, open the bonus details in the cashier. The spins may be tied to a specific game.
7. Note the date and amount of the deposit before you contact support, because they will ask for it.

Contact support if the deposit met every condition and the bonus or free spins are still missing after the offer’s stated crediting period.

Identity verification stuck or documents rejected

The verification screen stays on pending, or a document is marked as rejected without a clear reason. Likely causes:

• The photo is blurry, cropped or covered by glare.
• The document is expired.
• The name on the document differs from the account name.
• A second document was requested and not uploaded.
• The file type or size is outside what the upload form accepts.

1. Open the verification section and read which document is marked as rejected.
2. Take a new photo in bright, even light with all four corners of the document visible.
3. Check that the document is not expired and that the photo shows the expiry date clearly.
4. Compare the name on the document with the name in your account. If they differ, update your account details before you upload again.
5. If a proof of address was requested, use a document that shows your name and address and is recent enough for the check.
6. Upload one file at a time and wait for the status to change before you send the next document.
7. If the upload fails, reduce the file size or change the format to one the form accepts.

Contact support if a document is rejected more than once with no reason given, or if the verification has stayed pending well past the period stated on the verification page.

Deposit left your bank but not on the casino balance

Your bank shows the payment as completed, but the casino balance has not changed. Check these causes:

• The deposit went to the account but is held by a pending check.
• You deposited to a different account than the one you are viewing.
• The payment is still being processed between the bank and the casino.
• A bonus code was applied and the funds went to a bonus balance instead of cash.
• The payment was sent but the casino has not received the confirmation yet.

1. Refresh the cashier and the balance page before you do anything else. A slow page can show an old balance.
2. pointsbet-au.org shows your deposit history in the cashier. Compare the amount and the time with your bank statement.
3. If a bonus code was active, check the bonus balance separately. The funds may be there rather than in cash.
4. Confirm that the deposit was made to the account you are logged into. A second account will not show the same balance.
5. Keep the bank confirmation or receipt. You will need the reference number if the deposit does not appear.
6. Wait for the processing window shown in the cashier to pass, then refresh again.
7. If the balance is still unchanged after that window, contact support with the receipt and the reference number.

Contact support as soon as you have the bank confirmation and the deposit still does not appear after the processing window stated in the cashier.

Quick Reference

The table groups each problem with its usual cause and the first check to make.

Start with the cashier because it holds the status for withdrawals, deposits and bonuses in one place. For a pending withdrawal, the status tells you whether the request is still under review or has been sent back. For a missing welcome bonus, the deposit amount and the code field show whether the conditions were met. For KYC, the verification page names the document that failed and often the reason. For a deposit that left your bank, the deposit history shows whether the casino has recorded the payment. Keep your bank receipt and your document photos until each issue is closed, because support will ask for them.

Before you send any request, make sure your account name, address and payment method match the documents and the deposit you used, since most pending withdrawals, rejected documents and missing bonuses come from a mismatch at that step.