You mistyped your password once, and now the screen says your account is locked after too many tries. This is the most common cause: the security lock triggers after repeated failed logins.

Account locked after failed login attempts

The player sees a message that the account is temporarily locked or that the password is incorrect. Likely causes:

• Wrong password entered several times in a row.
• Caps Lock or keyboard layout changed the characters.
• Saved password in the browser is outdated.
• Account flagged for a routine security check.
• Trying to log in from a new device or network.

What to do:

1. Stop trying the same password; each retry extends the lock.
2. Close the browser and reopen it in a fresh window.
3. Type the password manually instead of using autofill.
4. Check that Caps Lock is off and the language is correct.
5. Use the password recovery option on the login screen.
6. Open the recovery email and follow the reset link.
7. Create a new password that you have not used before.
8. Log in once with the new password on the same device.
9. If the lock remains, clear the browser cache and cookies.
10. Try a different browser or a private window.
11. Make sure the device clock and time zone are correct.
12. Wait for the lock to expire before trying again.

Contact support if the lock does not clear after a full wait or if you no longer have access to the recovery email, because only the support team can unlock the account.

Deposit taken by the bank but missing from balance

The player sees the bank balance reduced, but the casino balance has not changed. Likely causes:

• The payment is still pending between the bank and the casino.
• The deposit was sent to an old or incorrect payment detail.
• The casino account is not fully confirmed.
• A security review is holding the funds.
• The payment reference was missing or wrong.

What to do:

1. Wait a short time and refresh the casino balance page.
2. Check the transaction history inside the account.
3. Compare the amount and reference with your bank statement.
4. Confirm that the deposit was made to the correct account.
5. Look for any message about a pending review on the account.
6. Make sure your profile details are complete and match your bank records.
7. Complete any outstanding identity step that is shown.
8. Take a screenshot of the bank transaction for reference.
9. Note the date, amount and reference of the deposit.
10. Do not send a second deposit to the same details until this is resolved.
11. Check the email registered to the account for any request.
12. Restart the phone browser or desktop browser and log in again.
13. If the balance is still unchanged, gather the screenshot and reference.

Contact support with the bank reference and screenshot if the deposit is not credited after a reasonable wait, as only they can trace the payment.

Deposit or withdrawal declined because of limits

The player sees a decline message that mentions a limit or a maximum amount. Likely causes:

• The amount is above the limit set for your account.
• The account has a temporary restriction from a security review.
• The payment method has its own sending or receiving limit.
• You have reached a daily or monthly cap.
• The withdrawal request is larger than the allowed amount per request.

What to do:

1. Read the decline message carefully to see which limit was hit.
2. Open the cashier section on www.bet-365aus.com to view your account limits.
3. Compare the amount you entered with the limit shown.
4. Lower the amount to fit within the limit and try again.
5. If the limit is on the payment method, check your bank or wallet settings.
6. Split a large withdrawal into smaller requests if that is allowed.
7. Wait for a daily or monthly cap to reset before retrying.
8. Complete any outstanding identity step that may affect limits.
9. Make sure your account details are up to date.
10. Do not keep retrying the same amount; it will be declined again.
11. Note the exact message and the amount you attempted.
12. Try a smaller test amount to confirm the limit.
13. If the limit seems wrong, gather the message and amount.

Contact support if the limit shown does not match your account status or if you believe the decline is an error, as they can review the restriction.

Welcome bonus or free spins not credited

The player sees no bonus in the balance after registering or making the first deposit. Likely causes:

• The bonus code was not entered at registration or deposit.
• The deposit was made before the bonus was selected.
• The account is not fully verified.
• The bonus was already used on this account.
• A technical delay in crediting the reward.

What to do:

1. Check the promotions page to see if the bonus requires a code.
2. If a bet365 bonus code is needed, enter it in the correct field before confirming.
3. Make sure the first deposit is the one that qualifies.
4. Complete your profile and any identity step.
5. Look in the bonus section of the account for a pending reward.
6. Refresh the page or log out and back in.
7. Check the email registered to the account for a confirmation.
8. Confirm that you have not claimed the same bonus before.
9. If free spins are missing, open the games section to see if they appear there.
10. Take a screenshot of the promotion and your deposit.
11. Note the date and the code you used.
12. If the bonus still does not appear, keep the screenshot ready.

Contact support with the promotion name and screenshot if the bonus is not credited after a full day, as they can check the bonus record.

Keep your contact details and identity documents current in your profile; that single habit prevents most login, payment and bonus problems.