Pointsbet Sign Up Problems: Fixing KYC, Deposits and Bonus Issues

A mistyped digit in your surname or a date entered in the wrong order leaves the account with a name that no document matches, so the verification screen keeps asking for the same upload. That mismatch is the most common reason a fresh registration stalls before play even begins.

Identity checks that stay pending or get rejected

The player sees a review notice that does not move forward, or an email saying a document was not accepted without a clear reason why.

• The name on the account differs slightly from the name on the document
• A photo is blurred, cropped, or shows glare on the text
• An expired document was uploaded
• Only one side of a two-sided document was sent
• The file is too large or in a format the uploader cannot read

1. Open your profile and compare every field with your document, letter by letter.
2. Correct any difference in spelling, middle names or date order before uploading anything new.
3. Photograph the document flat on a plain surface in daylight.
4. Make sure all four corners and every line of text are inside the frame.
5. Capture both sides when the document has information on the back.
6. Save the file as a common image type and keep the size modest.
7. Upload one document at a time and wait for the status to change before sending the next.
8. Send the identification page and, where asked, a selfie holding the same document.
9. Use the same document type throughout, rather than switching between them.
10. Submit proof of address only when the address on file matches it exactly.
11. Avoid screenshots of a screen, which often lose sharpness.
12. Keep the originals, since a second request can arrive for the same papers.
13. Do not create a second account to speed things up; duplicates slow the review.
14. Wait for the outcome of the first upload before sending replacements.
15. Sign in to the casino account to see whether a new request was added.
16. Reply to the review message with a clear description of what you sent.
17. Attach the file again if the message says nothing arrived.

Pointsbet sign up runs the same checks on new accounts, so the same care with names and images applies.

Contact support when a document has been rejected several times without a stated reason or the status has not moved after a fresh, clear upload.

Deposits that leave the bank but miss the balance

The bank shows the payment as complete while the play balance stays unchanged and no transaction line appears.

• The payment was sent to a different reference or account than the one shown in the cashier
• The deposit is still being confirmed between the two systems
• A bank transfer was made without the reference code that links it to the account
• The browser dropped the connection as the payment was confirmed
• A card or wallet block stopped the transfer after it left your side

1. Refresh the balance after a short pause, since some transfers arrive after the bank confirms them.
2. Take a screenshot of the bank entry showing the amount and the recipient details.
3. Open the transaction history in the account and look for the same amount in a pending state.
4. Compare the reference on the bank slip with the one shown at the time of payment.
5. Sign out and back in to force the balance to reload.
6. Try a small test payment through the same route to see whether it lands.
7. Check that your bank did not flag the payment for its own review.
8. Confirm the currency of the payment matches the currency of the account.
9. Note the exact time of the payment for later reference.
10. Keep the bank confirmation number in one place with the screenshot.
11. Do not repeat the payment until you know whether the first one is still moving.
12. Remove any saved payment details that no longer work and enter them again.
13. Use a stable connection for the next attempt, not a public network.
14. Check your email for a message about a payment that needs an extra step.
15. Record the amount, the route and the time in a single note.
16. Send that note with the screenshot if the balance stays empty.
17. Follow the reply rather than sending the same details twice.

Contact support when the bank has confirmed the payment and the balance remains unchanged after a day, and include the screenshot and reference in the first message.

Withdrawals that stay pending

The request shows as pending in the account while the money has already left the play balance and has not reached the receiving account.

• The identity review is not finished, so payouts are held
• A bonus is still active and its conditions are unmet
• The payout method differs from the one used to deposit
• The receiving details were entered incorrectly
• The request is queued behind a manual check

1. Open the payout history and note the status of the request.
2. Check whether the identity review shows as complete.
3. Look at any active bonus and whether its play conditions are finished.
4. Confirm the receiving account details match the name on your account.
5. Compare the payout method with the method used for your last deposit.
6. Cancel nothing yet; a cancelled request returns funds to the balance and loses your place.
7. Wait for the stated review to finish before sending a second request.
8. Keep the amount and the date of the request written down.
9. Avoid making a new payout for the same amount, which can look like a duplicate.
10. Finish any remaining bonus conditions rather than abandoning them.
11. Make sure no other pending request exists for the same funds.
12. Reply to any message from the payments team with the information asked for.
13. Add proof of the receiving account only when it is requested.
14. Watch for a reversal of the request, which means it was returned to your balance.
15. Re-submit only after the reason for the return is clear to you.
16. Keep the payout route consistent for future requests.
17. Note the final confirmation once the status changes to paid.

Contact support when the status has not changed after the review period stated in the account and no message explains the delay.

Welcome bonus and free spins that never arrive

The account shows no bonus credit and no free spins after registration, even though the offer was visible during sign up.

• The bonus code was left out or typed with an error
• A first deposit was not made, which some offers require
• The offer was already used on an earlier account
• The account was registered through a route where the offer does not apply
• The bonus was credited but sits in a separate bonus balance

1. Sign in and open the bonus or rewards area of the account.
2. Look for a separate bonus balance next to the cash balance.
3. Check whether the welcome offer needed a first deposit to unlock it.
4. Re-enter the code exactly as written, with no extra spaces, if a code field appears.
5. Make the qualifying deposit through the cashier rather than a direct transfer.
6. Confirm you did not use the same code on an older account.
7. Look at the transactions list for a bonus entry with a date from your sign up.
8. Finish any listed play conditions before expecting the funds to become cash.
9. Wait for the confirmation message before depositing again.
10. Use the phone browser to check the bonus page if the desktop view shows nothing.
11. Do not open a second account to claim the offer again.
12. Note the date and time of registration for a later message.
13. Take a screenshot of the offer as it appeared to you.
14. Send the message with your username and the time of sign up.
15. Reply with the code you used so it can be traced.
16. Avoid spending the cash balance while the bonus question is open.
17. Keep the reply thread in one place for reference.

Contact support when the offer was clearly shown at sign up and no bonus entry appears after the qualifying deposit.

Before you register, write your name and date of birth exactly as they appear on your document and keep that document ready for a clear photo; that one habit removes most of these delays.