You tap the login button and the screen answers with a red error or a locked-account notice. The most common cause is a run of failed password attempts that triggered an automatic lock, not a closed account.

Login failures and locked accounts

After too many wrong passwords, the form returns an error and the account stops accepting sign-in attempts. A few things feed that loop, often without the player realising:

  • Wrong password, mistyped or saved by the browser from an older attempt.
  • A username containing capitals or spaces that the field reads differently.
  • Auto-fill inserting credentials from a different account.
  • Repeated attempts made right after a lock, which extend the wait.
  • A session left open on another device that conflicts with the new login.
  1. Stop clicking login right after the first lock message; each extra try resets the clock.
  2. Type the password by hand instead of using saved or auto-filled credentials.
  3. Match the username exactly, including capitals, and remove stray spaces.
  4. Close every other browser tab where the account is open.
  5. Clear the browser cache and cookies on the device you use most.
  6. Switch to a different browser or to a private window and try once more.
  7. On a phone, load the page in the mobile browser and avoid background tabs.
  8. Use the password reset option that sends a link to the email on the account.
  9. Open that email link in the same browser session where you are resetting the password.
  10. Choose a new password you have not used elsewhere, then sign in once and wait.
  11. Keep the new password written down so auto-fill is not tempted to reuse the old one.

Contact support when the reset email never arrives or the account stays locked after a full day.

Withdrawals sitting in pending

The cashier shows the request as pending and the balance does not move, even though the play that earned the win is long finished. Several conditions keep a payout parked:

  • A bonus still active, so the payout has to wait for the playthrough to finish.
  • Identity verification not completed, which holds the request at the start.
  • A payment detail that does not match the name on the account.
  • An earlier request for the same amount already in the queue.
  • Activity on the account flagged for a routine manual review.
  1. Open the cashier and look at whether any bonus is still marked as active.
  2. Finish any remaining playthrough before resubmitting the request.
  3. Confirm that your profile name and the payout details carry the same spelling.
  4. Check the account for an outstanding verification request.
  5. Cancel a duplicate pending request, or leave it alone if one already exists.
  6. Switch off VPN tools, which can make a new login look like a different location.
  7. Make the request again only once the earlier one clears or is cancelled.
  8. Keep the amount on the request identical to what the balance supports.
  9. Sign out and back in to refresh the cashier status.
  10. Allow one full review cycle to pass before sending a second message.

Contact support when the pending request shows no status change and no note explains the hold.

KYC documents rejected or stuck

The verification page shows the upload as received but never moves to approved, or a document comes back rejected. The usual reasons sit in the image and the details it carries:

  • A photo cropped at the edges, with a corner or the photo page missing.
  • Glare, shadow or a low-resolution scan that hides text.
  • A name spelled differently from the account profile.
  • An expired document used as proof of identity.
  • A proof-of-address file older than the one the operator expects.
  1. Re-take the photo in daylight with the whole document inside the frame.
  2. Flatten the document and avoid camera flash.
  3. Upload a format the page accepts, such as a clear image or a scanned file.
  4. Spell every name exactly as it appears on the account profile.
  5. Confirm the document has not expired before sending it.
  6. Send a proof of address that shows your name and full address clearly.
  7. Mask nothing that the check needs to read.
  8. Upload each piece once; duplicate files slow the queue down.
  9. After sending, wait for the status to change before adding more files.
  10. If one file is rejected, replace only that file rather than the whole set.
  11. Keep a copy of what you sent so a second upload matches the first.

Contact support when every document is clean, matches the profile, and the status has not changed.

Welcome bonus or free spins missing

The deposit lands in the balance but the bonus or the free spins never appear. Most misses happen before the deposit is confirmed:

  • The bonus code was not entered or was typed in the wrong case.
  • The deposit was made without the bonus tied to it.
  • The offer applies only to a first deposit, and an earlier one used it up.
  • Spins credited but hidden inside the bonuses screen rather than the lobby.
  • A bonus already active, which blocks a second one from attaching.
  1. Check whether the balance shows an active bonus that already replaces the offer.
  2. Finish or close any old bonus before the new deposit.
  3. Enter the code in the bonus field before confirming the deposit.
  4. Type the code in the exact form shown, without extra spaces.
  5. Make the qualifying deposit while the offer is still on the page.
  6. Confirm that it is the first deposit tied to the offer.
  7. Return to the bonuses screen and look for spins waiting to be opened.
  8. On a phone browser, refresh the page so the lobby reloads the credit.
  9. Sign out and back in to pull the balance fresh.
  10. Keep the deposit receipt so support can match it.
  11. As a supporting step, read how the bonus attaches at Online pokies bonus so the next deposit is prepared correctly.

Contact support with the deposit details when no code error is shown and the credit still does not land.

Keep one clean set of documents and one confirmed password on file, and most of these stalls never start.