You entered the wrong password three times and now your account shows a locked message. The most common cause is caps lock or an expired session.
Pending Withdrawal Not Reaching You
After requesting a payout, the status shows pending or processing for longer than expected.
- Incomplete identity verification (KYC)
- Bonus wagering requirements not met
- Withdrawal method mismatch (deposited with one method, tried to withdraw to another)
- Technical issue in the payment queue
- Recent deposit not fully settled
- Log into your account and open the verification section.
- Upload a clear photo of your government-issued ID and a recent utility bill.
- Check the bonus terms in the promotions page to confirm you met the playthrough.
- Scroll to the withdrawal history and note the method you used.
- If you used a different method, cancel the withdrawal and choose the same one you deposited with.
- Wait for any pending deposit to clear (usually after the bank processes it).
- Clear your browser cache and cookies.
- Restart the device and open the site fresh.
- Try a different web browser.
- Ensure your account email is verified.
- Check your spam folder for any request emails.
- Use the live chat feature to confirm your request is received.
- Ask if you can resubmit the withdrawal.
- If the status does not change after the steps above, contact support through the help center with your account number and the transaction ID.
If none of these work, reach out to support with your transaction ID and account number.
Welcome Bonus or Free Spins Not Credited
You made your first deposit and expected to see bonus funds or free spins in your account, but nothing appeared.
- Bonus code was not entered during deposit
- Minimum deposit amount was not met
- Game eligibility restriction (some slots count, others do not)
- Country or currency exclusion on the offer
- Bonus already claimed on a previous account
- Go to the cashier and check the deposit history.
- Confirm the deposit amount meets the offer’s minimum requirement.
- Look for a bonus code field when you make a new deposit.
- Check the promotions page to see if the bonus is auto-credited.
- Review the terms for eligible games; only certain slots contribute.
- Open a game from the allowed list and place a real-money bet.
- Return to the bonus balance to see if it updates after a round.
- Log out and log back in after ten minutes.
- Check your account notifications or inbox for a bonus activation email.
- See if free spins appear in the game’s history.
- If you used a bonus code, confirm you spelled it correctly.
- Try claiming the bonus on a desktop computer.
- Contact support and provide the exact deposit time and amount.
If the bonus still does not show, contact support with your deposit timestamp and the bonus name.
Cannot Log In or Account Is Locked
The login page shows a red error after several attempts, or a message saying the account is disabled.
- Caps lock or num lock turned on
- Password saved incorrectly in the browser
- Too many failed attempts triggering a lock
- Account temporarily disabled for inactivity or security
- Browser cookies causing session conflict
- Press the Caps Lock key to turn it off, then retype the password.
- Type the password in a text editor to see what you actually enter.
- Click the eye icon to reveal the password field.
- Use the password reset link on the login page.
- Open a private or incognito browser window and try again.
- Clear the browser cache and cookies for the site.
- Restart your device completely.
- If using a password manager, disable it temporarily and type manually.
- Check your email for a lockout notification and follow the instructions.
- Wait fifteen minutes before attempting again.
- Try logging in from a different browser, such as Firefox instead of Chrome.
- Use the “Forgot Password” feature with your registered email.
- Create a new password with at least one number and one special character.
- If the account remains locked, visit https://www.betwayca.net/ and click the unlock request link in the help section.
If the account stays locked after these steps, contact support and request a manual unlock.
Site or Games Not Loading on a Phone
You tap the game icon or open the homepage, but the screen stays white or shows a spinning wheel forever.
- Weak Wi-Fi or mobile data signal
- Outdated phone browser
- Full phone storage
- Browser cache overload
- Incompatible or expired SSL certificate on the device
- Switch Wi-Fi off and use mobile data, or vice versa.
- Close all other browser tabs and apps.
- Restart the phone.
- Update your phone’s operating system to the latest version.
- Open your browser settings and clear cached images and files.
- Turn off any ad-blocker or VPN.
- Enable JavaScript in your browser settings.
- Try a different browser, like Safari instead of Chrome.
- Switch from portrait to landscape mode.
- Disable battery saver mode.
- Thread the game page link to yourself and open it on desktop to test.
- Force close the browser and reopen after ten seconds.
- Check if the site works on another phone on the same Wi-Fi.
- Reinstall the browser if updates are not available.
Contact support if the issue persists after trying another network and a different browser.
To prevent most problems, always use the same payment method for deposits and withdrawals, keep your browser and device updated, and never share your account password.