A bonus screen shows a zero balance after your first deposit, or a welcome offer marked as pending while you expected it right away. The most common cause is a missing or mistyped deposit code, which leaves the payment linked to no promotion at all.

Welcome bonus or free spins missing after a deposit

The player sees an empty bonus balance or a promo tile that never switches from pending to active.

• The betr deposit code was left out or spelled differently from the one in the offer.
• The deposit was made before the bonus was selected, so the payment was recorded as a plain top-up.
• A previous welcome offer on the same account already used the one-time credit.
• The payment came from a source that does not qualify for the promotion.
• The bonus was claimed on a different account than the one now in use.

1. Open your bonus history and note whether the offer appears as pending, expired or absent.
2. Compare the code you typed with the exact betr deposit code shown on the promotion page.
3. Retype the code by hand instead of pasting it, in case hidden spaces were copied.
4. Check that the deposit and the bonus claim happened in the same session, in that order.
5. Confirm the welcome offer was not already credited earlier on this account.
6. Log out and back in on the phone browser so the bonus balance refreshes.
7. Clear the browser cache and reload the bonus screen once.
8. Note the time of the payment and the code you used, ready for support.
9. Keep a screenshot of the pending tile and the payment record.

Contact support when the offer stays pending after a fresh login and your code matches exactly.

Identity verification stuck or documents rejected

A verification banner stays on the account page, or an email says a document could not be accepted.

• The photo is blurred, cropped or shows glare across the text.
• The document has expired or the corners are cut off in the image.
• The name on the document differs from the name on the account.
• Only one side of a two-sided document was uploaded.
• A selfie was sent without the requested document beside it.

1. Open the verification section and read which document type is still outstanding.
2. Photograph the document in daylight on a flat surface, with all four corners visible.
3. Make sure no light reflects on the photo page or the printed details.
4. Upload both sides when the document has information on each side.
5. Match the spelling of your name to the account profile, including middle names.
6. Take the selfie while holding the document, with your face fully in frame.
7. Submit the file in the format the upload field accepts, not a forwarded copy.
8. Wait for the review to finish before sending the same document again.

Most players clear identity checks by uploading sharp, complete images on the first try, and the pages behind Betr bonus walk through each document type the check expects. Contact support only when the same document is rejected twice with no reason given.

Withdrawal pending longer than expected

The withdrawal sits as pending in the cashier while the balance has already left the playable funds.

• Identity verification is still open, which holds every payout.
• A bonus is active and its play conditions are not yet met.
• The payout was sent to a method that differs from the one used to deposit.
• The request was made with a balance that mixes bonus funds and cash.
• Several payout requests were queued at once, so the first one blocks the rest.

1. Open the withdrawal history and read the exact status shown for the request.
2. Check the verification section for any document still marked as needed.
3. Look at the active bonus and confirm its play conditions are complete.
4. Cancel nothing yet; a cancelled request loses its place in the queue.
5. Confirm the payout destination matches the method used for the deposit.
6. Remove duplicate requests so one clean payout remains in the queue.
7. Log in through the phone browser to refresh the status instead of the cached page.
8. Note the request time and status, then wait for the review to finish.

Contact support when the status has not moved after verification is complete and no bonus is active.

Type the deposit code by hand before you pay, and upload clear documents before your first payout request; these two habits prevent most bonus and withdrawal delays on Betr.