You tap the login button and the screen returns you to the same form with no error message, even though your password is right. The usual cause is that the site has locked the account after repeated failed attempts, and the browser is loading a cached version of the page.
Locked out of the account after failed attempts
The player sees a message that the account is locked or a login form that simply refuses the correct password. Likely causes include:
- Too many wrong password entries in a row triggered a temporary lock.
- Autofill is inserting an old password saved by the browser.
- The username was typed with a capital letter or a space at the end.
- The browser holds a stale session from a previous visit.
- The account is already signed in on another device.
What to do:
- Close the browser tab and open a fresh one to reach the Pointsbet login page.
- Type the username and password by hand instead of using autofill.
- Check that the caps lock key is off before you submit.
- Clear the browser cache and cookies for the site, then reload the page.
- Try a second browser or the phone browser to rule out a local fault.
- Use the password reset option if the lock message does not clear after a short pause.
- Sign out of any other device where the casino account is still open.
- Wait for the lock period to pass before trying again, because each new attempt restarts it.
- Write the password down in a safe place once you regain access.
- Turn on two-factor authentication (2FA) inside the account settings to block future lockouts.
- Keep the registered email address current so reset links arrive.
- Do not create a second account to bypass the lock, as that breaks the rules.
- Note the exact wording of the error message before you ask for help.
- Take a screenshot of the locked screen on your phone or computer.
- Contact support with the username, the screenshot and the times of your attempts.
- Contact support only after the steps above fail, so they can see you tried.
Ask support to unlock the account when the lock persists after a password reset.
Identity verification stuck or documents rejected
The player uploads documents and the status stays pending, or a rejection note appears without a clear reason. Likely causes include:
- Photos are blurred, cropped or show glare on the text.
- The document has expired or the corner is folded over the photo.
- The name on the document does not match the casino account exactly.
- The proof of address is older than the period the casino accepts.
- A file format or size the upload tool cannot read.
What to do:
- Open the verification area of the account and read the rejection reason word for word.
- Lay the document flat on a dark surface in good light before you photograph it.
- Capture all four corners and the full text, with no shadow across the face.
- Use a colour image, not a black-and-white scan.
- Check that the name, date of birth and address match the account details exactly.
- For a name change, send the supporting certificate with the new document.
- For proof of address, use a recent bill or bank letter that shows your name and home address.
- Upload each document in a common format the tool accepts, such as JPEG or PDF.
- Keep each file small enough for the upload to finish without an error.
- Submit one document at a time and wait for the status to change before adding another.
- Do not send the same file twice, as duplicates slow the review.
- If you play through pointsbetlogin.com/, log in there first so the verification request is linked to the right profile.
- Use the phone browser to take a fresh photo if a scanner is not available.
- Avoid editing the image beyond cropping the background.
- Note the date you submitted each document for your own records.
- Contact support when the status has not moved after a full review cycle or a second rejection arrives without a stated reason.
Contact support with the submission date and a copy of each file when the status stays pending beyond the stated review period.
Deposit left the bank but is missing from the balance
The player sees the money gone from the bank account while the casino balance stays the same. Likely causes include:
- The payment is still moving between the bank and the casino.
- The deposit was sent to an old payment reference.
- The payment method used is not in the player’s own name.
- A bonus code was entered and the funds are held until the condition is met.
- The deposit was reversed by the bank after a security check.
What to do:
- Open the transaction history in the account and find the deposit entry.
- Compare the reference on the bank statement with the reference in the history.
- Check the status shown for that deposit: pending, completed or failed.
- Wait for the current status to change before you try again, to avoid a double charge.
- If the status is failed, do not resend the money from a different method.
- Look in the bonus section for funds held against a condition.
- Make sure the name on the payment method matches the account holder.
- Remove any saved payment details and enter them again by hand.
- Try a smaller test deposit from the same method to confirm it works.
- Check the bank app for a pending or reversed entry.
- Keep the bank receipt and the casino transaction ID side by side.
- Do not open a second deposit while the first is unresolved.
- If the money left the bank and the casino history shows nothing, gather both records.
- Contact support with the transaction ID, the amount and the bank receipt.
- Contact the bank only if support confirms the deposit never reached the casino.
Contact support as soon as the bank shows the money gone but the casino history has no matching entry.
Deposit or withdrawal declined because of limits
The player tries to deposit or withdraw and a message says the amount is outside the allowed range for the account. Likely causes include:
- The amount is below the minimum or above the maximum set for the account.
- The account has reached a daily, weekly or monthly cap.
- The chosen payment method has its own limit that differs from the casino limit.
- The account is still unverified, so withdrawal limits stay low.
- A bonus condition caps how much can be withdrawn from bonus winnings.
What to do:
- Read the exact limit named in the error message.
- Compare the amount you entered with that limit.
- Reduce or raise the amount to fall inside the range.
- Split a large withdrawal into smaller requests only if the rules allow it.
- Check which payment method you selected, because each one carries its own limit.
- Switch to a method whose limit fits the amount you need.
- Finish identity verification to lift the lower cap on withdrawals.
- Review any active bonus for a cap on winnings before you request a payout.
- Wait for the daily or weekly cap to reset if you have reached it.
- Do not create extra accounts to get around a cap, as that leads to closure.
- Keep a record of the declined request and the message shown.
- Try the request again after the reset period ends.
- If the limit seems wrong for your account level, note the figure shown.
- Contact support with the amount, the method and the exact message.
- Ask support to confirm the limit that applies to your account.
- Follow the answer you receive before you send another request.
- Contact support when the error appears for an amount well inside the range you were shown.
Contact support when a request inside the stated range is still declined, so they can check the account flags.
Keep your account details, email address and payment method in the same name, and finish verification early, because that single habit prevents most login locks, stuck checks and missing deposits.
