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You tried to log in and got a message that your account is locked, even though you entered the password correctly. The most common cause is too many failed login attempts in a short time.

Why Your Identity Verification (KYC) Is Stuck or Documents Are Rejected

You see a notice that your account is restricted or that documents are still pending review.

• Documents are blurry, cropped, or have glare.
• The name on the document does not match the account name.
• The document type is not accepted (e.g., student ID instead of a government-issued ID).
• The utility bill is older than the allowed period.
• The photo of the document is in black and white.

1. Check that every document is fully visible with all four corners in the frame.
2. Use a flat surface and good lighting to take the photo.
3. Make sure the name, date of birth, and address match exactly what you entered during registration.
4. Use a passport, driver licence, or national ID card for identity.
5. Use a recent utility bill, bank statement, or official government letter for address proof.
6. The utility bill must show your current address and be dated within the last three months.
7. Submit colour photos only.
8. Do not edit or filter the images.
9. Re-submit the documents from the account section after correcting any issues.
10. Wait for an email confirmation once resubmitted.
11. If you are asked for a selfie, hold the document next to your face so both are clearly visible.
12. Do not wear sunglasses or a hat in the selfie.
13. Check your spam folder for verification emails.
14. Complete the verification before making a withdrawal request.
15. Keep the file size under the limit shown on the upload page.
16. Use JPEG or PNG format only.

Contact support if you have resubmitted three times and still receive a rejection email.

Why the Site or Games Do Not Load Properly on Your Phone

You tap on a game and see a blank screen, a spinning wheel, or an error message that says “connection lost”.

• Your internet connection is unstable or too slow.
• The phone browser is outdated.
• Browser cache and cookies are full or corrupted.
• Your phone’s operating system needs an update.
• Third-party software like ad blockers or VPNs interferes with the page.

1. Switch from Wi-Fi to mobile data, or vice versa, to test the connection.
2. Restart your router if you use Wi-Fi.
3. Close all other tabs and apps running in the background.
4. Clear the browser cache and cookies from the settings menu.
5. Update your browser to the latest version from the device settings.
6. Restart your phone completely.
7. Disable any ad blocker or content blocker extension.
8. Turn off any VPN or proxy service.
9. Try a different browser, such as Chrome or Safari.
10. Update the phone operating system to the latest available version.
11. Check that the date and time on your phone are set automatically.
12. Open the site in the browser’s private or incognito mode.
13. Zoom out or rotate the screen to see if the game displays.
14. If you use an older phone model, accept that some modern games may not run.
15. Avoid using power-saving mode while playing.
16. Check that your phone’s storage is not full.
17. Try loading the site again after ten minutes.

Contact support if none of these steps loads even the homepage after 30 minutes.

Why a Deposit Left Your Bank but Is Not on Your Casino Balance

You see the debit on your bank statement, but the casino balance shows the same amount as before the deposit.

• The payment provider is processing the transaction slowly.
• A pending or incomplete verification blocks the credit.
• You used a payment method that the casino does not support for deposits.
• The deposit was made from a different account or a joint account that does not match your registered name.
• An e-wallet transaction requires an extra confirmation step.

1. Wait at least one hour before taking any action, because many payments settle within this time.
2. Check the transaction history in the cashier section for a “pending” status.
3. Make sure you entered the correct deposit amount and currency.
4. Verify that you completed the payment on the external site or app if you used an e-wallet.
5. If you used a card, check that the card name matches your registered account name.
6. Use the correct www.betr14.com betr promo code before confirming the deposit, because without the code the bonus may not apply.
7. Log out and log back into your account to refresh the balance.
8. Clear your browser cache and cookies, then reload the cashier page.
9. Check if a verification request is blocking the deposit – look for an amber or red alert on the account page.
10. Submit any pending identity or address documents immediately.
11. If you deposited via bank transfer, allow up to three business days for the funds to appear.
12. Do not make a second deposit while the first is still pending.
13. Check that the deposit method has a minimum amount that you met.
14. Take a screenshot of the bank statement showing the debit, with your name visible.
15. Contact the payment provider to confirm the transaction status.
16. Try a different deposit method if the same method fails again.
17. If you made the correct betr bet using the promo code, and the balance still shows zero after two hours, proceed to support.

Contact support after you have completed all steps and the deposit is still missing after four hours for cards or e-wallets, or after five business days for bank transfers.

Why You Cannot Log In or Your Account Is Locked After Failed Attempts

You type your email and password, and you see “account locked” or “too many attempts” in red text.

• You entered the wrong password more than five times.
• Someone else tried to access your account.
• The account was flagged for a security check.
• Your session expired while you were idle, and the system blocked subsequent login tries as a safety measure.
• Caps Lock or Num Lock is on without you noticing.

1. Check that Caps Lock and Num Lock are turned off.
2. Type your password into a simple text editor first, then copy it into the login field.
3. Use the “forgot password” link to reset your password immediately after a lock message.
4. Choose a new password that you have never used on this site before.
5. Make the new password at least ten characters long with a mix of letters, numbers, and symbols.
6. Enable two-factor authentication (2FA) from the security settings after you log back in.
7. Clear your browser cache and cookies before trying again.
8. Try logging in from a different browser or device.
9. Disable any VPN or proxy before attempting login.
10. Wait 30 minutes after the lock message before your next attempt.
11. Do not share your login credentials with anyone else.
12. Check your email inbox and spam folder for a notification about the lock.
13. If you see an email about a login from an unknown location, change your password immediately.
14. Ensure that your email address is still active and accessible.
15. Use the “remember me” checkbox only on your personal, private device.
16. If you have used the same email for multiple accounts, use only the email that you registered with.

Contact support if the reset link does not arrive after ten minutes or if the account remains locked after you reset the password.

To prevent most of these problems, always keep your phone browser and operating system updated, store your password in a safe place, and complete your account verification right after your first deposit.