You see a message that your account is under review or your documents are not accepted. The most common cause is incomplete identity verification, known as KYC.
Identity Verification Stuck or Documents Rejected
You see a notice that your account is pending or documents were refused.
- Blurry or low-resolution photo of your ID
- ID that has expired or does not match your registration details
- Proof of address not showing your full name and current address
- Submitted file format not accepted (e.g., .heic instead of .jpg or .png)
- Payment method used is not in your name, triggering a separate check
- Log in and open the account verification section.
- Check what type of document is requested: a government-issued ID, a utility bill, or a bank statement.
- Take a new photo of your ID against a plain, dark background. Avoid glare or shadows.
- Ensure the ID is the same nationality and name you used when you registered.
- If your ID has expired, get a current one first, then upload it.
- For proof of address, use a utility bill, bank statement, or official letter dated within the last few months.
- Make sure your full name and full address match exactly what you entered in your profile.
- Convert the file to .jpg or .png format if you used another format.
- Each file must be under the maximum size limit shown on the upload page.
- If you have changed your address, upload a newer bill that shows it.
- If you used a payment method registered to another person, contact support to explain before submitting more documents.
- After uploading, wait for the system to process; do not upload duplicates repeatedly.
- Check your email and account messages for a status update within one day.
- If a second rejection happens, read the reason given and correct that specific issue before re-uploading.
- Contact support only after two failed attempts or if the reason is not clear, providing the rejection details.
For any problem not covered here, reach bestonlinepokies-australia.com support via live chat on the site.
Cannot Log In or Account Locked After Failed Attempts
You see a message that your password is wrong or your account is temporarily locked.
- Caps Lock turned on or wrong keyboard language
- Password contains a typo or you are using an old password
- Account locked after too many incorrect login attempts
- Browser saved a different username or email that does not match
- Your account was recently verified and needs a new login link
- Check that Caps Lock is off and the keyboard language is set to English.
- Type your password manually in a text editor first, then copy it to the login box to see any mistakes.
- Click “Forgot password” and reset it using the email you registered with.
- Check your spam or junk folder for the password reset email.
- If you do not see the email within 10 minutes, request another reset but wait before repeating.
- After resetting, log in with the new password exactly as typed.
- Clear your browser cache and cookies before trying again.
- Use a private or incognito window to log in, eliminating saved auto-fill data.
- Try a different browser (Chrome, Firefox, Edge) to rule out browser issues.
- If the account is locked, note the lockout duration shown in the error message and wait that long.
- Do not attempt to log in during the lockout period; each attempt resets the timer.
- After the lockout ends, log in carefully with the correct credentials.
- If you still cannot log in, verify that you are using the correct email address linked to your account.
- Contact support if you have reset your password twice and still see a lock message, mentioning the exact error you see.
Welcome Bonus or Free Spins Not Credited
You make a deposit but see no bonus balance or free spins in your account.
- You did not enter the bonus code when depositing
- The deposit amount is below the minimum required to qualify
- The chosen payment method is excluded from the bonus offer
- You claimed a bonus before and it is still active, blocking a new one
- The bonus expires within minutes and you did not use it in time
- Open the promotions page to see the exact bonus code and terms for your deposit.
- During the deposit process, look for a field labeled “bonus code” and type it exactly as shown.
- Check the minimum deposit amount required; if your deposit is lower, make an additional deposit that meets it.
- Avoid using payment methods listed as excluded in the bonus terms, such as certain e-wallets.
- If you have an existing bonus, check its status under your account balance or bonus history.
- Complete the wagering requirements of the current bonus first, or wait for it to expire, before claiming a new one.
- If the offer requires opt-in, click the “Claim” button on the promotion page before depositing.
- After depositing, wait up to a few minutes for the bonus to appear, unless stated otherwise.
- Refresh your account balance page or log out and in again to update the display.
- If free spins are part of the bonus, check the specific game listed in the offer and play that game.
- Free spins are sometimes credited manually within a few hours; check your game history.
- If the bonus has a time limit after deposit, use it before the expiry shown.
- Do not cancel a deposit or withdrawal request while the bonus is pending; it may void the offer.
- Contact support if the bonus is not credited after 24 hours, quoting the deposit ID and offer name.
Site or Games Not Loading on a Phone
You see a blank screen, spinning circle, or error message when trying to play on your mobile browser.
- Weak or unstable internet connection on mobile data or Wi-Fi
- Browser cache or cookies cause loading conflicts
- Outdated browser version that does not support modern site features
- Phone’s storage or RAM is too low to run the game smoothly
- Game is blocked by a network filter or firewall (e.g., at work or school)
- Switch between Wi-Fi and mobile data to test which works better.
- Close all other apps and browser tabs on your phone to free up memory.
- Clear your browser cache and cookies from the settings menu.
- Update your browser to the latest version from your phone’s settings or via the browser’s update page.
- Restart your phone before trying to load the site again.
- Use a different browser on your phone, such as Chrome, Safari, or Firefox.
- Enable JavaScript and cookies in your browser settings if they are turned off.
- Disable ad blockers or pop-up blockers for this site, as they can break game loading.
- Try loading the site in your phone’s browser, not in a third-party game app.
- If using a VPN, disable it temporarily; some VPNs interfere with regional loading.
- Check your phone’s storage; free up space by deleting unused apps or files if less than 1 GB remains.
- For older phones, reduce graphics settings in the game if available options.
- If loading fails on a specific game, try a different game on the site to see if the issue is isolated.
- Contact support if multiple games fail on different networks and browsers, providing your phone model and browser version.
Before you play, always clear your browser cache and disable ad blockers to avoid most loading and login errors.
