You are staring at a pending withdrawal that has sat in the same state for longer than you expected. Most often this happens because a KYC check or payment review is still open on the account, and the request waits behind it.

Pending withdrawal that will not move forward

Players see the request listed as pending, with the balance already reduced and no option to cancel. On https://unibet-au.org/ the request can also sit behind a review of the account or the payment route.

• A KYC or source of funds check was triggered by the request itself.
• The payout route was not used for the deposit that funded the play.
• Bonus funds are still attached to the wallet and must be cleared first.
• A payment review was opened because the deposit and payout details differ.
• The request was made during a period when the payment queue is heavier than normal.

1. Open the withdrawal history and note the exact status shown next to the request, not just the amount.
2. Check the wallet breakdown: if bonus funds are locked, clear them by meeting the conditions attached to them.
3. Compare the payout route with the method used for your last deposit and align them.
4. Make sure your name and address match the details on your payment account and your ID.
5. Send any document the account is asking for only once, in the format requested.
6. If no document request appears, wait for the review to close before sending anything unprompted.
7. Avoid creating a second request while one is pending, since duplicates slow the queue.
8. Keep the confirmation of the request and any messages from support in one place.
9. Contact support if the status has not changed and no document request or message explains why.

Contact support when the request is pending with no visible reason and no message has reached you.

Deposit or withdrawal declined by a limit

The screen shows a decline with a limit note, and the money does not arrive or leave the account. Limits apply to the account, the payment route or the amount in a single request.

• The request is above a limit set on your account type.
• The payment route has its own limit that is lower than the amount you entered.
• Several requests in a short period reached a cap.
• Account restrictions set earlier still apply to deposits or payouts.
• An unverified account is held to a reduced limit.

1. Reduce the request to a smaller amount and send it again to see whether the cap is the cause.
2. Try a different payment route that may carry a higher limit.
3. Space your requests out instead of sending several within a short window.
4. Complete identity verification, since verified accounts can carry different limits.
5. Check your account messages for any restriction placed on deposits or payouts.
6. Note the exact wording of the decline, because it often names the limit type.
7. Keep your deposit and payout amounts consistent with your usual play pattern.
8. Wait for an open review to close before sending a new request.
9. Contact support if the decline appears even for amounts well within your usual range.

Contact support when a decline appears without any limit notice or when a reduction does not resolve it.

Identity verification stuck or documents rejected

The upload page shows a rejected document or a check that has stayed open. Rejections usually come from image quality or from details that do not match the account.

• Edges are cropped or the image is blurred or glared.
• The document has expired or shows only one side.
• The name or address differs from the account profile.
• A selfie or proof of address lacks the details the check needs.
• The photo has been edited or screenshotted rather than taken of the original.

1. Photograph the document flat on a plain surface in good light, with all four corners visible.
2. Upload the full document, including the side that carries the photo and the side with the address if it has one.
3. Use the original document, not a scan of a copy.
4. Match the spelling of your name and address to the account profile exactly.
5. Send proof of address that shows your name and full address and is recent enough for the check.
6. For a selfie, keep your whole face visible and the document held beside it.
7. Send each document once and wait for the result before uploading again.
8. Check that the file type and size meet what the upload form accepts.
9. Contact support if a document is rejected twice with no reason shown.

Contact support when a rejection gives no reason or when a check stays open after your documents were accepted.

Welcome bonus or free spins not credited

The bonus screen shows no active reward after you registered or made a qualifying deposit. The most common cause is a missing bonus code or a deposit that did not meet the condition.

• The bonus code was not entered before the deposit was confirmed.
• The deposit amount was below the minimum the offer requires.
• A deposit route was used that the reward does not accept.
• The account already had a welcome offer on it.
• The free spins sit inside the bonus section of the Unibet casino rather than on the game screen.

1. Open the bonus section of the account and look for an active reward waiting to be claimed.
2. Check that the code field was filled before the deposit, since it cannot be added after the fact.
3. Confirm the deposit met the minimum the offer asks for.
4. Use a deposit route the reward accepts if your first deposit used another one.
5. Claim the reward if it appears as available, because some offers need a tap before they activate.
6. Meet the conditions attached to the bonus before trying to withdraw winnings from it.
7. Avoid opening a second account, since one welcome offer applies per player.
8. Note your deposit reference, the code you used and the time of the deposit.
9. Contact support if the bonus does not appear after the qualifying deposit was confirmed.

Contact support when the deposit met every stated condition and no reward or free spins appear on the account.

Finish identity verification and match your payment details before your first withdrawal. A verified account with consistent payment details clears most pending payouts, limits and bonus checks before they start.