You mistyped your password once and now every attempt shows an error even after you correct it, because the account has locked after repeated failed attempts. The usual cause is a stored browser password that keeps resubmitting the old entry.
Verification stuck after uploading documents
The player uploads an ID or proof of address and the status stays on pending, or a rejection message arrives without a clear reason. Most rejections come from how the file was captured rather than from the document itself.
- The photo is blurred, cropped or taken at an angle.
- Corners of the document are cut off by the frame.
- A glare or shadow hides part of the text or the photo.
- The name on the document does not match the account name exactly.
- The file format or size falls outside what the upload form accepts.
- Retake the document photo on a flat, plain surface in even daylight.
- Keep all four corners visible inside the frame and avoid flash glare.
- Make sure every line of text and the photo are sharp enough to read.
- Compare the name with the account name and fix any spelling difference first.
- Save the image in a common format the upload form accepts before sending.
- Upload one document at a time and wait for its status to change.
- If a second document is requested, send a different one, not the same file again.
- Leave the page open until the upload confirmation appears on screen.
- Note the reference shown after submitting, in case you need to follow up.
Contact support when a document is rejected more than twice without an explanation, or when the status has not moved and no new request appears.
Deposit taken from the bank but missing from the balance
The player sees the bank statement show the payment while the casino balance stays unchanged. The cause sits somewhere between the payment provider and the account record.
- The payment was sent but never fully confirmed by the provider.
- The deposit went to an old or wrong account reference.
- The casino account is not yet verified for payments.
- A bonus or promotion code was applied incorrectly.
- The bank placed the payment on hold before releasing it.
- Refresh the balance and close the page fully before opening it again.
- Open the transaction history and look for the deposit entry.
- Check the bank statement for the exact reference attached to the payment.
- Match that reference to the account you deposited into.
- Confirm the payment was not marked as pending or held by the bank.
- Repeat the deposit only after the first one appears in the history.
- Keep a screenshot of the bank entry and the transaction reference.
- Send both to support together so the payment can be traced in one step.
Contact support when the history shows no trace of the payment after the bank has confirmed it left, and include the reference from the statement.
Withdrawal still pending after the request
A player requests a withdrawal and the status sits on pending with the money still visible in the balance. At Pointsbet casino most pending cases trace back to unfinished verification or a payment detail that needs correcting.
- Identity verification is not complete on the account.
- The deposit used for play has not been fully cleared.
- The payout details do not match the account holder.
- An open bonus condition still ties the funds to play.
- The request was made while a review of the account was running.
- Open the withdrawal history and read the status of the request.
- Check the verification section for any open document request.
- Send the missing document before doing anything else with the request.
- Confirm the payout account name matches the casino account name.
- Cancel and resubmit only when the status allows it without losing your place.
- Split a large request into smaller ones only if the form offers that option.
- Keep a screenshot of the request and its reference number.
- Write to support with the reference once the status has stalled.
Contact support when the request shows pending after verification is complete and the payout details are correct, and quote the reference in your message.
Quick Reference
The table maps each symptom to the cause that most often explains it and the first thing to check in the account.
| Problem | Usual cause | First check |
|---|---|---|
| Verification stuck | Unreadable or cropped document | Sharpness and corners of the uploaded file |
| Document rejected | Name does not match the account | Spelling of the name on the document |
| Deposit missing | Payment not confirmed by the provider | Transaction history and bank reference |
| Withdrawal pending | Verification still open | Status of the document request |
| Wrong balance after login | Old session still held by the browser | Fresh login in a private window |
A pending status is not a refusal, and most of these cases clear once the missing item is supplied. Players who sort verification out early avoid the delays that appear at withdrawal. The reference number is the one detail that lets support resolve a case without back and forth. A deposit that is pending at the bank will not show in the balance until the provider confirms it. A withdrawal request cancelled by mistake can usually be submitted again once the details are right. Clearing stored passwords fixes a login loop caused by an old saved entry.
Before each session, clear saved passwords for the site and log in fresh in the phone browser, so a stored entry never locks the account again.