Quick Checks First
Before you dig into a specific problem, run through the basics. A surprising share of support chats end with one of these fixes, and each takes seconds.
- Refresh the page or close and reopen the browser tab.
- Check your internet connection and switch off any VPN or proxy; location checks may block sessions whose location does not match the details on your account.
- Update your browser to the latest version and clear the cache and cookies for the site.
- Make sure you are signed in to the right account with the right email address.
- Look for a notification banner in your account area; pending verification or a payment query is usually flagged there.
If none of that helps, find your issue below.
Login and Account Access
Wrong password or locked out
Five incorrect password attempts in a row lock sign-in for 15 minutes. The lock lifts by itself, but you can request a password reset at any time. The reset link is valid for 30 minutes; if it has expired, request another and use only the newest email. Our login guide walks through the full sign-in process.
2FA code rejected
Authenticator codes depend on your phone’s clock. Set date and time to update automatically, then try a fresh code. If you have lost the phone, support can remove 2FA after confirming your identity.
Login blocked entirely
An active time-out or self-exclusion blocks sign-in until it ends. That is deliberate and support cannot override it. If you have also registered with BetStop, treat that as your decision to stay away from all betting, not just the sites bound by it.
Verification and Documents
Automatic check failed
Most accounts pass an automatic age and identity check at sign-up. If yours did not, you will be asked for a photo ID (passport or driver licence) and a proof of address dated within the last three months, such as a utility bill or bank statement.
Documents rejected or stuck
The most common reasons are blurred or cropped images, glare over the text, an expired ID, or an address proof that is too old or does not match the account address. Upload all four corners, in JPG, PNG or PDF format, no larger than 10 MB. Reviews are completed within 24 hours and usually take two to four. Withdrawals cannot be paid until verification is complete.
Deposits and Withdrawals
Deposit declined
The cashier accepts Visa, Mastercard, Skrill, Neteller, Paysafecard, PayID, bank transfer and crypto (Bitcoin, Ethereum, Litecoin, USDT, USDC and Cardano). Some Australian banks decline card payments to overseas gambling merchants, so if a card is refused, PayID, an e-wallet or crypto is usually the quickest alternative. Check that the method is in your own name, that the deposit is at least the A$30 minimum, that you have not hit a deposit limit you set yourself, and, for crypto, that you sent the coin on the network shown in the cashier.
Withdrawal still pending
| Method | After approval |
|---|---|
| Crypto (BTC, ETH, USDT and others); e-wallets (Skrill, Neteller) | About 15 minutes for crypto; within 2 hours for e-wallets |
| Visa / Mastercard | 1–3 business days |
| PayID; bank transfer | Up to 24 hours for PayID; 1–3 business days by bank |
Approval itself can take up to 24 hours. Delays beyond that usually mean outstanding verification, an unfinished bonus, or a withdrawal requested to a method you never deposited with. For crypto, check the transaction hash in your account history against a block explorer before chasing support. The minimum withdrawal is A$15; the maximum is A$15,000 per day and A$45,000 per month.
Bonuses and Games
Bonus not credited
The welcome offer of 200% up to A$9,000 + 250 Free Spins must be selected at the deposit step, and the deposit must be at least A$30. Free spins arrive as 50 a day for five days on Sugar Rush 1000, and each batch expires after 24 hours. Wagering is 35x the bonus; pokies contribute 100%, table games 10% and live dealer games 0%. The crypto bonus is a separate opt-in on a crypto deposit. The full rules are on our promotions page.
Game not loading
Turn off ad blockers and script blockers, allow third-party cookies for the site, and try another browser. Some games are hidden while a bonus is active, bonus buys do not count towards wagering, and bets are capped at A$7.50 per spin or round while wagering.
When to Contact Support
Contact support if a fix above has not worked within a reasonable time, if your balance or history shows something you do not recognise, or if a withdrawal has been approved but has not arrived within the stated window. Live chat runs 24/7 in English, with a first reply in about a minute. Email suits longer cases with attachments, and the Help Centre covers routine questions. Never share your password, your 2FA code or a crypto wallet seed phrase: genuine agents will not ask for them.
What to Send Them
- Your registered email address (never your password).
- A short description of the problem and when it started.
- The transaction ID, amount, method and time for any payment issue, plus the transaction hash for crypto.
- The game name and the approximate time for any game fault.
- Screenshots of error messages, with personal card details covered.
- Your device, operating system and browser version for technical problems.
A complete first message usually halves the time to a fix.
Complaint Escalation
If support cannot resolve your problem, ask for it to be logged as a formal complaint and keep the reference number and copies of every message. The operator should give you a final response within the time set out in its terms. If you are still unhappy after that, you can lodge a complaint with the authority that issued its international licence, through the complaints channel on the authority's website. Australian regulators generally cannot resolve disputes with an offshore operator, so that is the main route. Our licensing overview explains how to find and check the licence.
Gambling is for adults aged 18 and over. If money or time spent gambling is causing stress, contact Gambling Help Online on 1800 858 858, free and confidential, 24/7. Problem sorted? Return to your account.
