“Why was my welcome bonus not credited?” appears on screen right after you finish the sign-up steps, often because the qualifying deposit was made with a method that does not count. “Your account is temporarily locked” shows after several failed login attempts, usually because the password was mistyped more than once.

Welcome bonus and free spins not credited

The bonus balance shows zero and the free spins counter stays empty after you complete the welcome offer steps. Common causes include a deposit that did not meet the minimum, a payment method excluded from the offer, a missing promo code, a bonus already claimed on another account, or a delay while the system confirms the deposit.

• The first deposit was below the minimum required for the welcome offer.
• The payment method used does not qualify for bonus credit.
• The promo code was not entered during registration or deposit.
• A bonus was already claimed on another account with the same details.
• The deposit is still being confirmed by the payment provider.

1. Open the cashier and confirm the deposit shows as completed, not pending.
2. Check that the amount meets the minimum stated in the welcome offer.
3. Review the payment method you used against the list of qualifying methods in the offer.
4. Enter the promo code again if the offer required one at sign-up.
5. Look for a message in your account inbox that explains why the bonus was withheld.
6. Make sure you have not claimed a welcome offer before on any account.
7. Clear your browser cache and reload the cashier page.
8. Log out and back in to refresh your bonus balance.
9. Try the same steps on a phone browser if the desktop page does not update.
10. Take a screenshot of the deposit receipt and the bonus page.
11. Note the date and time of the deposit for your records.
12. Check that your account details match the payment method used.
13. Confirm that the offer was active when you deposited.
14. Wait for the deposit confirmation before contacting support.
15. Keep the promo code you used in case support asks for it.
16. If the bonus still does not appear after the deposit is confirmed, contact support with the screenshots and deposit details.

Contact support when the deposit is confirmed, the method qualifies and the bonus still does not show.

Cannot log in or account locked after failed attempts

The login screen returns “invalid credentials” and then “account locked” after several tries. Causes include wrong capitalisation, a saved password that changed, a temporary lock from repeated failures, a browser autofill error, or a security hold on the account.

• The password was typed with the wrong capitalisation or a trailing space.
• Autofill entered an old password saved in the browser.
• Too many failed attempts triggered a temporary lock.
• The account is under a security review.
• The username or email was mistyped.

1. Type your username and password manually instead of using autofill.
2. Check that Caps Lock is off and there are no spaces at the end.
3. Use the exact email address you registered with.
4. Try a different browser or a phone browser to rule out a local issue.
5. Clear cookies and cache for the site.
6. Wait for the temporary lock to expire before trying again.
7. Use the password reset option if you are unsure of the current password.
8. Follow the reset link sent to your registered email.
9. Set a new password that you have not used before.
10. Log in with the new password on a single device first.
11. Check your email spam folder for the reset message.
12. Disable any VPN that changes your location before logging in.
13. Make sure your account is not logged in on another device.
14. Note the exact error message you see.
15. Try logging in at a different time if the lock persists.
16. Contact support with the error message and your username if the lock does not clear.

Contact support when the lock does not clear after waiting or when the password reset email never arrives.

Deposit or withdrawal declined because of limits

The cashier shows “declined” or “limit exceeded” when you try to move money. Causes include a deposit above the account limit, a withdrawal below the minimum, a daily or weekly cap already reached, an unverified account, or a payment method with its own cap.

• The amount is above the maximum allowed for your account level.
• The withdrawal is below the minimum payout amount.
• You have reached a daily or weekly transaction cap.
• The account is not fully verified.
• The payment method has its own limit that is lower than the site limit.

1. Check the amount against the limits shown in the cashier before submitting.
2. Split a large deposit into smaller amounts if the cap allows.
3. Wait for the daily or weekly cap to reset if you have reached it.
4. Complete identity verification before requesting a withdrawal.
5. Use a payment method that matches your verified name.
6. Remove any bonus balance that restricts withdrawals.
7. Check that your withdrawal leaves enough for any active bonus rules.
8. Try a smaller withdrawal amount if the request is declined.
9. Look at the cashier message for the specific limit that was hit.
10. Confirm that your account is not restricted from cashier use.
11. Make sure no pending deposit is blocking the withdrawal.
12. If the decline continues, use the live chat on Sportsbet to ask which limit applies to your account.
13. Have your account details and the declined amount ready.
14. Ask support to explain the limit in plain terms.
15. Request a limit increase only if your account history supports it.
16. Contact support when the cashier declines a request that fits within all stated limits.

Contact support when a transaction within the displayed limits is declined without a clear reason.

Identity verification stuck or documents rejected

The verification page stays on “pending” or returns “document not accepted” after you upload your ID. Causes include a blurry photo, an expired document, a name mismatch between the document and the account, a missing back side of the ID, or a file format the system cannot read.

• The photo is blurry or has glare on the text.
• The ID is expired or a corner is cut off.
• The name on the document does not match the account name.
• Only one side of a two-sided document was uploaded.
• The file format or size is not accepted by the upload tool.

1. Take a new photo in bright, even light without flash.
2. Place the document on a flat, dark surface.
3. Make sure all four corners and the text are visible.
4. Upload both sides of any two-sided document.
5. Use the exact name shown on your ID in your account details.
6. Check that the document is not expired.
7. Convert the image to a common format if the upload fails.
8. Keep the file size within the upload limit shown on the page.
9. Submit the document again after fixing the issue.
10. Wait for the review before uploading more copies.
11. Check your email for a message about a rejected document.
12. Upload a proof of address if the review asks for one.
13. Make sure the address on the document matches your account.
14. Do not send documents through social media or unsecured channels.
15. Keep a copy of everything you uploaded.
16. Contact support when the page stays pending after a full review cycle or when a clear document is rejected twice.

Contact support when a clear, valid document is rejected more than once or the status does not change after a full review cycle.

Keep your account name, address and payment details identical across every document and deposit method; this single habit prevents most bonus, login, limit and verification problems.