You see a bonus screen that says your identity check is pending, or a document upload that keeps getting rejected. The most common cause is a mismatch between the details you entered and the documents you supplied, or an image that is too blurry to read.

Identity verification stuck or documents rejected

The player sees a pending KYC status or a rejection message on the bonus screen, blocking the bonus from being credited.

• The name on the account does not exactly match the name on the document.
• The document photo is blurry, cropped or shows glare.
• The document is expired or a type the site does not accept.
• The address on the account differs from the proof of address.
• A selfie or holding document was not taken as instructed.

1. Open your profile and compare the full name, date of birth and address with your document. Fix any typo before uploading again.
2. Take a new photo of the document in bright, even light. Place it on a flat surface and avoid shadows.
3. Make sure all four corners of the document are visible in the frame. Do not crop the edges.
4. Upload the front and back if the document has information on both sides. Missing sides cause automatic rejection.
5. For a selfie, hold the document next to your face and keep both clearly in the frame. Do not wear a hat or cover your face.
6. Use a file format the site accepts, such as JPG or PDF. Rename the file without special characters if the upload fails.
7. Submit one document at a time and wait for the status to change before adding another. Multiple uploads can confuse the review.
8. If you moved, upload a proof of address that shows the same address as your account. A different address will be rejected.
9. Check that your document is not expired. An expired document is refused even if everything else is correct.
10. After a rejection, read the reason given and correct only that issue. Re-uploading the same file will fail again.

Contact support only after you have corrected the specific issue and uploaded a clear file, and the status still shows no change.

Phone browser loading problems with pokies games

The player opens the site on a phone browser and sees a blank page, a spinning loader or a game that freezes after the first spin.

• A weak or unstable mobile connection.
• An outdated browser version.
• Too many open tabs or background apps using memory.
• Browser cache or cookies conflict with the site.
• A game that needs more memory than the phone has free.

1. Switch from Wi-Fi to mobile data, or the other way around, and reload the page. This shows whether the connection is the cause.
2. Close all other tabs and apps, then open the site again in a fresh tab.
3. Clear the browser cache and cookies for the site. This removes old files that may block the page.
4. Update your phone browser to the latest version available for your device.
5. Disable any ad blocker or content blocker for the site, then reload.
6. Turn off battery saver or data saver, which can stop games from loading fully.
7. Try a different browser on the same phone to see if the problem is browser-specific.
8. If only one game fails, choose another title from the lobby and note the game name for support.
9. For smooth play on pokies online, use a phone with enough free memory and a stable connection. If you play at Online pokies bonus, keep the browser updated and avoid switching networks mid-game.

Contact support if the site fails to load in two different browsers on a stable connection, or if a single game freezes repeatedly after these steps.

Cannot log in or account locked after failed attempts

The player types the password and sees an error, or a message that the account is locked after several failed tries.

• Caps Lock or a keyboard layout is changing the password characters.
• The password was recently changed or reset on another device.
• Too many failed attempts triggered a temporary lock.
• The email or username entered is slightly different from the registered one.
• Browser autofill is inserting an old password.

1. Type the password manually instead of using autofill. Check Caps Lock and the keyboard language.
2. Use the exact email or username you registered with. A different alias will not work.
3. If you recently changed the password, use the new one on all devices. Old sessions may still hold the previous password.
4. Wait for the temporary lock to expire before trying again. Repeated attempts during the lock extend it.
5. Use the password reset link sent to your registered email. Open it in the same browser you use for the site.
6. If the reset email does not arrive, check the spam or promotions folder and confirm the email address is correct.
7. Clear the browser cache and cookies, then try logging in again. Stored data can keep an old session active.
8. Try a different browser or a private window to rule out an extension conflict.
9. Disable password managers temporarily and enter the credentials by hand.

Contact support if the reset email never arrives after checking spam, or if the account remains locked after the temporary period has passed.

Keep your registered name, address and document details identical across your profile and your files, and use one updated browser on a stable connection.