You assume the welcome bonus appears the moment you deposit, so you spin and see a zero balance in the bonus meter. That gap usually comes from a deposit that did not carry the required bonus code or from spins that were never activated in the promotions area.

Welcome bonus or free spins missing after deposit

The player sees the deposit taken from their balance but no bonus funds or free spins added to the account. Likely causes:

• The deposit was made without entering the bonus code in the cashier field.
• The bonus was not claimed from the promotions page before depositing.
• The deposit method used is excluded from welcome offers.
• Multiple accounts or a previous welcome bonus on the same household.
• A minimum deposit condition that the payment did not meet.

What to do:

1. Open the promotions page and check that the welcome offer shows as active or claimed. If it shows as available, claim it now before making another deposit.
2. Review the deposit you made and confirm the bonus code was typed exactly as shown, including capital letters. A missing or wrong code is the most common reason for a missing bonus.
3. Check that your deposit method is allowed for the welcome offer. Some methods are excluded even when they work for normal play.
4. Look for a message in the cashier or inbox saying the bonus was declined. That message often names the exact condition that failed.
5. If the offer included free spins, open the qualifying game and check the spins counter. Spins sometimes appear only inside the game, not on the account page.
6. Make a small test deposit with the code applied correctly if you still see no bonus. This confirms whether the problem is the code or the account.

Contact support when the cashier shows the bonus as claimed but nothing was credited after you completed the steps, and include a screenshot of the deposit receipt.

Account locked or login failing after repeated attempts

The player types the correct password but sees a message that the account is locked or that the login details are incorrect. Likely causes:

• Too many failed password attempts triggered a temporary lock.
• Caps Lock or a keyboard layout change altered the password.
• The username is an email address that was registered with a different spelling.
• A password reset was started but never completed.
• The account was restricted for a routine security review.

What to do:

1. Stop trying the same password. Each failed attempt extends the lock and makes the wait longer.
2. Use the password reset link on the login page and set a new password you have not used before. Choose one with letters, numbers and a symbol.
3. Type the new password into a plain text note first and paste it into the login field. This avoids hidden typing errors from mobile keyboards.
4. Check that the username field matches the exact email or username you registered. A single extra space causes a failed login.
5. Clear the browser cache or open a private window and try again. Old cookies can keep sending a stale session.
6. If you use a password manager, confirm it saved the new password and not the old one.
7. When the lock message persists after a successful reset, the account needs a manual unlock. At https://www.australian-onlinepokies.org/, the support team handles that unlock after confirming your identity.

Contact support when the reset email never arrives or when the account stays locked after you set a new password.

Identity verification stuck or documents rejected

The player uploads a document and the status stays on pending, or the document is marked rejected without a clear reason. Likely causes:

• The photo is blurry, cropped or shows glare across the text.
• The document is expired or the details do not match the registered name.
• A corner of the document or the photo page is cut off.
• The file format or size is outside what the upload form accepts.
• The address document is older than the allowed period.

What to do:

1. Take a new photo in daylight with the whole document flat and all four corners visible. Avoid flash and shadows.
2. Check that the name, date of birth and address match your account exactly. A middle name missing on one document is enough for a rejection.
3. Upload the photo page of your ID and, if asked, the back of the document. Some checks need both sides.
4. For proof of address, use a document that shows your name and current address clearly. A bank statement or utility bill works when it is recent.
5. Convert the file to a common image or PDF format and keep it under the size shown on the upload form.
6. Submit one document at a time and wait for the status to change before adding another. Multiple uploads can confuse the review queue.
7. After a rejection, open the message and fix the exact issue named there. Re-uploading the same file leads to the same result.

Contact support when a document is rejected twice with no clear reason or when the pending status does not change after you uploaded a clear replacement.

Games or site not loading on a phone browser

The player opens the site on their phone and sees a blank page, a spinning loader or a game that closes itself. Likely causes:

• The mobile browser is outdated or has scripts blocked.
• A weak mobile connection drops the game data mid-load.
• Too many tabs open and low free memory on the phone.
• An ad blocker or privacy extension blocks game scripts.
• The game provider is doing maintenance on that title.

What to do:

1. Close all other tabs and reopen the site in a fresh tab. Free memory is often the simplest fix.
2. Switch from Wi-Fi to mobile data, or the other way around, and reload the page. This shows whether the network is the cause.
3. Update the phone browser to its latest version. Older browsers fail to load game scripts that use newer features.
4. Turn off ad blockers and privacy extensions for the site, then reload the game.
5. Clear the browser cache and cookies for the site only, then log in again. This keeps your other browsing data intact.
6. Try a different game from the same provider. If only one title fails, the problem is with that game rather than your phone.
7. Restart the phone and load the game again in the browser. A restart clears background processes that compete for memory.

Contact support when every game fails on the phone browser after these steps, or when the same game works on another device and fails only on yours.

Quick Reference

The table below lists each problem with its usual cause and the first check to make.

Each first check is quick and rules out the most common cause before you spend time on deeper steps. The bonus code check takes a moment and often explains why a deposit produced no bonus. A password reset solves most lockouts without needing support. Document quality is the main reason KYC stalls, so a sharp photo with full edges matters more than the type of document. A private window confirms whether your normal browser is blocking the game. When a single game fails, the issue is local to that title and not to your phone or connection.

Enter every bonus code and claim offers before you deposit, and keep your ID and address document photos sharp and current, so most of these problems never start.