You see a withdrawal marked as pending for longer than expected, or a bonus screen that shows zero free spins. The most common cause is incomplete identity verification or an overlooked wagering condition.

Withdrawal Pending for Too Long

You submitted a withdrawal request, but the status remains pending without a clear explanation. Likely causes include:

• Incomplete account verification, such as missing documents
• A bonus attached to your balance that has not been wagered fully
• Unsettled bets or open game rounds
• Payment method limits or a mismatch in the name on the account and payment tool
• A manual check triggered by a large amount or a recent password change

What to do:

1. Go to your account profile and check the verification section for any unsubmitted documents.
2. If the verification is complete, open the cashier and confirm that no bonus is active on your balance.
3. Check your bet history for any open bets, especially live bets or pending free spins.
4. Cancel the current withdrawal request from the transaction history, if the option is available.
5. Resubmit the withdrawal request, choosing a payment method you have used before successfully.
6. Make sure the name on the account exactly matches the name on the payment account.
7. Retry after 24 hours if you changed your password or added a new payment method recently.
8. Log out and log back in, then check the withdrawal status again.
9. Clear your browser cache and reload the page if the status does not update.
10. Contact support with the withdrawal ID and a screenshot of the pending status.

Contact support if the withdrawal stays pending after 2 business days and you have completed all steps above.

Welcome Bonus or Free Spins Not Credited

You made a deposit that should have triggered a welcome bonus, but the bonus balance shows zero and no free spins arrived. Likely causes include:

• You used a payment method that is excluded from the promotion
• The deposit amount did not meet the minimum required for the bonus
• You already claimed a different bonus on the same account
• The bonus code was not entered during the deposit process
• You clicked the deposit button before the offer was selected in the cashier

What to do:

1. Log in to your casino account at www.au-1win.com and go to the promotions section.
2. Read the terms of the welcome offer to confirm which payment methods are eligible.
3. Check the deposit amount you made against the minimum deposit stated in the offer.
4. Go to the bonus history page to see if another promotion was automatically applied.
5. If you have a bonus code, copy it exactly and check the deposit page for a code entry field.
6. Retry the deposit process in a new browser tab, selecting the welcome offer from a list first.
7. Use a supported payment method, such as a bank transfer or a popular e-wallet, not a card.
8. Wait up to 10 minutes after the deposit is confirmed, then refresh the cashier page.
9. Contact support with your deposit ID and the time of the transaction.

Contact support if the bonus is not credited within 30 minutes of the deposit and you followed all eligibility requirements. For a full list of eligible methods, visit www.au-1win.com.

Cannot Log In or Account Is Locked

You enter your username and password, but the form shows an error or says your account is locked. Likely causes include:

• Too many failed login attempts, triggering a temporary lock
• Caps lock or num lock enabled during password entry
• A browser that saved an old or incorrect password
• The account has not been activated after registration
• A security reset requested by a support agent after a suspicious login

What to do:

1. Check that every letter in the password matches the case you used when creating it.
2. Turn off caps lock and num lock, then retype the password in a plain text editor to verify it.
3. Open an incognito window in your browser to rule out autofill or cached data.
4. Use the “Forgot Password” link to reset the password via email or phone.
5. If the reset email does not arrive, check the spam folder and add the casino domain to your contacts.
6. After resetting, wait 5 minutes before trying the new password.
7. Do not refresh or press back during the login attempt; let the page process the form.
8. If you see a lock message, wait 30 minutes before attempting again to let the timer expire.
9. Log in with the new password and enable two-factor authentication afterward.

Contact support if you cannot reset the password or the account remains locked after an hour.

Site or Games Not Loading on Mobile

You open the casino in your phone browser, but the page is blank, slow, or shows a connection error. Likely causes include:

• A poor internet connection or weak signal
• An overloaded browser cache or too many open tabs
• Outdated browser version or operating system
• Blocked scripts from a VPN or ad blocker
• The casino server may be under maintenance

What to do:

1. Switch from Wi-Fi to mobile data, or vice versa, to test the connection.
2. Close all other browser tabs and apps running in the background.
3. Clear the browser cache and cookies from the settings menu.
4. Update your browser to the latest version available for your phone.
5. Disable any VPN or ad blocker and reload the casino site.
6. Rotate your phone to landscape mode and back to portrait to trigger a screen refresh.
7. Reboot the phone completely, then open only the casino browser.
8. If you see a maintenance message, wait 2 hours and try again.
9. For persistent issues, use a different browser on the same phone.

Contact support if the site still does not load after trying the steps above on different networks.

Set up two-factor authentication on your account to prevent login locks caused by failed attempts from unfamiliar devices.