A deposit that vanishes from your bank account without appearing in your Just Casino balance is the classic sign of a pending transaction held between the payment provider and the casino’s system. The most common cause is a mismatch between the amount the provider sent and what the casino recorded, often triggered by a currency conversion or an interrupted connection.

Deposit debited but missing from your balance

You see the money leave your bank account, but the casino balance stays the same and no transaction appears in your history. Several issues can produce this state, and most resolve themselves once the payment chain completes.

• The payment provider has not yet passed the confirmation to the casino.
• The amount was sent in a different currency than your balance.
• Your deposit was flagged by an automated security check.
• You started the deposit from an old page or a second browser tab.
• The casino received the funds but attached them to a different account reference.

1. Open your banking app and note the exact amount, time and reference of the outgoing payment.
2. Log in to Just Casino and open the transaction history in your account area.
3. Compare the casino history with your bank record; look for a pending entry rather than a completed one.
4. Refresh the page once and wait a few minutes before you repeat the check.
5. Leave the deposit screen open if you still see no entry, then close it completely and log in again.
6. Do not start a second deposit while the first one is unresolved; two payments can complicate the trace.
7. Copy the bank reference and keep it ready for support.
8. Take a screenshot of your bank statement showing the debit and of your empty casino history.
9. Use the payment method that produced the debit to make a small test deposit only after the first issue is closed.
10. Note the date and time in the casino’s time zone, not only your local time.
11. Check that your account currency matches the currency you sent; if not, stop and prepare to explain it.
12. Write down the last four digits of the payment method used for the deposit.
13. Contact support when the bank shows a completed debit and the casino still shows no pending or completed entry after your own checks.

Welcome bonus or free spins not credited

The welcome offer or the free spins you expected do not appear on your balance, and the bonus section may show no active promotion. Missing credit usually comes from a step in the claim process that did not complete, not from a general failure of the offer.

• The qualifying deposit was made before the offer was activated in your account.
• A welcome bonus code was typed with a space or a wrong character.
• The free spins require a specific game that is not open on your device.
• You already held another bonus, and the system allows only one active offer at a time.
• The deposit method or the game choice excluded the offer, even when the payment itself worked.

1. Open the promotions area in your Just Casino account and look for the welcome offer status.
2. Read the short description attached to the offer and note the qualifying deposit amount and the games involved.
3. If a code was needed, check how it was typed: one space or a capital letter can break the match.
4. Confirm that the deposit which should trigger the offer was made after you activated it.
5. Open the www.just-casino-aus.org promotions page and compare the offer text with what your account shows.
6. Close every open game and log out, then log in again to force the balance to refresh.
7. Look for a pending bonus section; some offers wait there until you confirm them.
8. Open one of the free spin games listed for the offer to see if the spins appear on that game only.
9. Remove any other active bonus from your account if the system permits, then repeat the claim.
10. Take a screenshot of the promotion terms and of your bonus balance before you contact support.
11. Note the time of the qualifying deposit so support can match it with the offer.
12. Do not make another deposit hoping to trigger the same offer twice.
13. Contact support when the deposit matched the offer conditions and neither the bonus nor the free spins appear after a fresh login.

Identity check stuck or documents rejected

Your account shows a verification step that will not move forward, or a document you uploaded is marked as rejected without a clear reason. This usually means the document did not meet the image or data rules the check requires.

• The photo is blurred, cropped or shows glare over the text.
• The document has expired or the visible data does not match your account details.
• A corner of the document or a security element is covered by a finger or a reflection.
• The file was uploaded in a format the system cannot process.
• The name on the document differs from the name on the account by a small spelling variation.

1. Open the verification area of your account and note which document type is requested.
2. Place the document on a flat, dark surface in bright, even light.
3. Take the photo from directly above, with all four corners visible and no shadow.
4. Check that the expiry date is in the future and that the photo page is the one required.
5. Compare the name, date of birth and address on the document with your account profile.
6. If a detail differs, correct your profile before you upload again.
7. Upload one document at a time and wait for the status to change before adding the next.
8. Use a standard image format and avoid sending screenshots of screenshots.
9. Keep the original files on your phone in case you need to send them again.
10. Do not submit the same document more than twice in a row; repeated uploads can reset the check.
11. Write a short note in the support message describing which document you sent and when.
12. Take a screenshot of the rejection message so support can see the exact reason shown.
13. Contact support when a document meets all the visible rules and is still rejected after a second upload.

Login blocked or account locked after failed attempts

You type your details and the login page returns an error, or a message says the account is locked after several wrong attempts. The lock is a safety response, and the cause is usually in the credentials or in the device used.

• The password contains a character that the phone keyboard changed silently.
• You are using an old password saved in the browser.
• Too many attempts from the same device or network triggered the lock.
• Two-factor authentication is active, and the code did not arrive.
• A different browser or a private window is blocking the session cookie.

1. Stop trying the same password; each failed attempt can extend the lock.
2. Switch to the phone browser and type the address manually instead of using a saved link.
3. Use the password recovery option and set a new password with a mix of letters, numbers and symbols.
4. Turn off autofill before you type the new credentials.
5. Check that caps lock and the keyboard language are set as you expect.
6. If a code is required, request it once and enter it without spaces.
7. Clear the browser cache and cookies for the casino page only, then reload.
8. Try a second browser or a private window to rule out an extension blocking the login.
9. Disconnect from a VPN or a public network and use your usual connection.
10. Note the exact error message and the time of each attempt.
11. Do not create a second account; duplicate accounts make recovery harder.
12. Keep the email inbox open for the recovery message and check the spam folder once.
13. Contact support when the password reset completes but the login still fails or the lock message remains.

Most of these problems start with a detail entered before the action: one matching name, one exact code, one completed confirmation. Keeping your profile data identical to your documents and your payment reference at hand removes the usual cause of a stuck deposit, a missing bonus or a failed login.