Fix Rejected KYC, Missing Bonuses and Pending Withdrawals at [BRAND]

Why does the pokies screen freeze and refuse to open? A stale browser cache is the most common cause, and the second most common is an unfinished account step that quietly blocks play.

Identity checks that stay open or come back rejected

Players see a pending verification badge for days or get an email saying a photo was not accepted.

• A document photo is blurry, cropped or lit by a glare.
• The name on the document does not match the name entered at sign-up.
• The document has expired.
• Only one side of an ID was uploaded where both are needed.
• The file type or size falls outside what the upload form accepts.

1. Take the photo in daylight on a flat, dark surface.
2. Show all four corners of the document in the frame.
3. Use the same spelling of your name as on the document.
4. Upload both sides when the form offers two slots.
5. Save the file as a common image or PDF format.
6. Submit each document once and wait for the result.
7. Re-upload a clearer photo if the rejection email names a legibility problem.
8. If a document expired, submit a current one instead.
9. Do not send documents by chat unless the form fails twice.
10. Keep the file under the size the upload form accepts.
11. Stay logged in while the check runs, so the status updates.
12. A new account may need the check before any withdrawal.
13. If your name changed, submit the document that shows the new name.
14. Done all of this and still stuck, contact support.

Contact support once two clear uploads of the same document have failed.

Welcome bonus or free spins that never arrived

The account shows a deposit but no bonus balance or spin counter at Online pokies online.

• The bonus code was typed with a space or a wrong letter.
• The deposit was made before the code was entered.
• The payment method used does not qualify for the offer.
• A previous welcome offer was already claimed on the account.
• The bonus needs a minimum deposit that the payment did not reach.

1. Open the bonus history page and look for a pending or expired entry.
2. Retype the code by hand, with no spaces, in the bonus field.
3. Enter the code before making the deposit, not after.
4. Check that the deposit met the minimum the offer requires.
5. Use a payment method the welcome offer accepts.
6. If the bonus shows as used, the account already held a welcome offer.
7. Log out of online pokies au and back in to refresh the balance.
8. Look for the spins in the game that the offer names.
9. Remove any other active bonus, since one offer may run at a time.
10. Take a screenshot of the bonus page that shows the code.
11. Note the deposit reference from your payment history.
12. Contact support with those two files once the steps above fail.

Contact support when a valid code and a qualifying deposit on a fresh account still credit nothing.

A withdrawal that stays pending for longer than expected

The cashier lists the payout as pending, and the balance has not moved.

• The withdrawal is locked behind an unfinished identity check.
• The bonus conditions attached to the balance are not yet completed.
• The payout address or bank details were entered incorrectly.
• The account has more than one pending withdrawal.
• A review of recent play is underway on the account.

1. Confirm the payout method and details are correct and spell-checked.
2. Finish any open identity check on the account.
3. Play through any bonus balance still sitting in the account.
4. Cancel duplicate requests so only one payout is pending.
5. Keep the balance untouched while the request is reviewed.
6. Log back in and look for a new message in the account inbox.
7. Reply to that message with any document it requests.
8. Do not send a second withdrawal from the same balance.
9. Keep the page open long enough for the status to change.
10. Use the account message system rather than chat for documents.
11. Note the reference number attached to the payout.
12. Check the bonus history for a condition still in progress.
13. Wait for the review to close before requesting again.
14. Nothing has changed after that, contact support.

Contact support when the payout stays pending after the identity check and bonus conditions are complete.

Phone browser problems with games that will not load

The spinner turns forever, the screen stays blank or a game closes on the phone browser.

• The browser cache holds an old version of the page.
• The connection drops or switches between Wi-Fi and mobile data.
• A browser add-on blocks the game scripts.
• The phone runs an old browser version.
• Several game tabs are open at once.

1. Close every open pokies tab in the browser.
2. Clear the browser cache and cookies for the site.
3. Reload the page on a stable Wi-Fi network.
4. Turn off add-ons or open a private window.
5. Update the phone browser to the latest version.
6. Free up storage on the phone if it is nearly full.
7. Open one game at a time and let it finish loading.
8. Disable a VPN or proxy if one is running.
9. Restart the phone and try again.
10. Switch to mobile data if Wi-Fi keeps dropping.
11. Try a second browser on the same phone.
12. Note the game name and any error text on screen.
13. Repeat the load on a different network to compare.
14. Still failing, contact support with the game name and the error text.

Contact support when the same game fails on two browsers and two networks.

Finish the identity check and settle bonus conditions before requesting a payout, and most of these problems never appear.