Your AU Sportsbet withdrawal sits on hold with a banner asking for documents, and the message stays after you upload them. The most common cause is a document that fails the automated check: a blurred photo, a cropped edge or a name that differs from the account details.

Identity verification that stays pending or gets rejected

You uploaded your ID and proof of address, yet the account still shows verification as pending or the documents come back rejected without a clear reason.

• The photo is blurred, glared or cut off at the corners.
• The name on the document differs from the name on the account.
• The proof of address is older than the period the casino accepts or shows a different address.
• A document has been uploaded twice in different formats and one file is unreadable.
• The system cannot match the selfie to the ID photo.

1. Place the document on a flat, well-lit surface and photograph it from directly above.
2. Keep all four corners and every edge inside the frame.
3. Turn off flash and avoid shadows from your hand or phone.
4. Make sure the text, photo and document number are sharp at full size.
5. Upload the original file rather than a screenshot or a compressed copy.
6. Use the same spelling of your name as on the account.
7. If the address on your proof differs, update the account address first.
8. Submit one document per request instead of several at once.
9. For a selfie check, remove glasses, hats and anything covering your face.
10. Hold the ID next to your face if the instructions ask for it.
11. Wait for the review to finish before uploading replacements.
12. Do not open a second account to get around a rejected document.
13. Keep the file size within what the upload form accepts.
14. Re-upload only the document that was rejected, in a clearer form.
15. Contact support with the reference of your submission if the status has not moved after a full review cycle.

Contact support when a clear, correctly named document is rejected more than once.

A withdrawal that stays pending longer than expected

The withdrawal shows as pending, the balance has not returned and no money has arrived at your bank.

• Verification is not complete, so the payout is queued behind the KYC check.
• A bonus on the account still has playthrough attached to it.
• The payout details do not match the account holder name.
• You requested a second withdrawal while the first was still open.
• The payment provider is holding the transfer for its own checks.

1. Open the transaction history and confirm the status of the request.
2. Complete any outstanding verification before expecting the payout.
3. Finish or clear the bonus playthrough shown on the account.
4. Make sure the payout method belongs to you in your own name.
5. Cancel a duplicate request if two withdrawals are open at once.
6. Check that the amount requested is within what the balance allows after bonus rules.
7. Keep the pending request open rather than cancelling and re-requesting it.
8. Note the reference number shown on the withdrawal.
9. Confirm the payout details on file have no typing errors.
10. Allow the casino its stated review window before following up.
11. Check your bank or wallet statement for an incoming transfer before assuming it failed.
12. Reply to any message from the payments team with the requested item.
13. Do not send the same request through chat and email at the same time.
14. If a bonus caused the hold, decide whether to complete it or forfeit it.
15. Contact support with the reference number once the review window has passed.

Contact support when the status has not changed after the stated review period and the reference is ready.

A deposit that left the bank but is missing from the balance

The bank shows the payment as completed, but the casino balance has not changed.

• The payment is still travelling between the provider and the casino.
• The deposit was made to an old or wrong account reference.
• The amount fell outside what the payment channel accepts.
• The bank marked the payment as pending rather than settled.
• A bonus code was applied incorrectly and the credit is waiting on review.

1. Check the transaction status in your bank or wallet app, not only the casino history.
2. Note the exact amount, time and reference of the payment.
3. Compare the reference with the one shown in your account.
4. Return to the cashier and refresh the balance after a short wait.
5. Sign out and back in so the balance reloads from the server.
6. Confirm the payment did not go to a different account of yours.
7. Check whether the casino sportsbet cashier shows the deposit as failed or reversed.
8. If it shows as failed, wait for the reversal to reach your bank before retrying.
9. Retry only once, and only after the first payment is confirmed as not settled.
10. Keep a screenshot of the bank entry with the reference visible.
11. Check your email and account messages for a request for proof of payment.
12. Send the proof through the official support channel for https://au-sportsbet.net/, not to any address from a chat message.
13. Include the reference, amount and time in one clear message.
14. Do not make a second deposit to test whether the first one works.
15. Contact support once the bank confirms the money has left your account and the balance is still unchanged.

Contact support as soon as the bank shows a settled payment that never appears on the balance.

Pages and games that fail to load on a phone

On your phone browser the lobby opens slowly, games freeze on a loading screen or the page drops back to the login form.

• A weak or unstable mobile connection.
• An outdated browser or a cached version of the page.
• Background apps using memory and data.
• A game provider blocked by your network or a content filter.
• A pop-up or script blocker interfering with the game window.

1. Switch between Wi-Fi and mobile data to see whether the connection is the cause.
2. Close other tabs and apps running in the background.
3. Clear the browser cache and cookies for the site.
4. Update the phone browser to its current version.
5. Reload the page once with a hard refresh rather than tapping repeatedly.
6. Disable content blockers for the site and reload.
7. Allow pop-ups for the site so game windows can open.
8. Open the casino sportsbet lobby first and launch the game from there.
9. Try a different game from the same provider to see whether the fault is one title.
10. Rotate the phone or close full-screen mode if the layout breaks.
11. Free up storage space on the phone if the browser struggles to render.
12. Restart the phone to clear a stuck network state.
13. Log in again rather than resuming a stale session.
14. Avoid public networks that filter game traffic.
15. Contact support with the game name, phone model and browser if one title fails while others work.

Contact support when other sites load normally but the sportsbet casino pages keep failing on the same phone.

Keep your account details, your documents and your payment reference in one place and use the same name everywhere; that single habit removes most of these delays.