You open the site during a quick break at work and see a yellow banner asking for documents, even though you uploaded them days ago. In most cases, the file is blurred, expired, or the name does not exactly match your account details.
Identity Verification Stuck or Documents Rejected
You see a message that your documents are under review or were declined, and the cashier stays locked for withdrawals.
- The photo is blurry, cropped, or has a glare across the text.
- The document has expired or the expiry date is not visible.
- The name on the document differs slightly from the name on the account.
- You uploaded a utility bill older than the allowed period.
- The file format is unsupported or the scan is too dark to read.
- Open your account profile and go to the verification section. Check which document type is still pending or marked as rejected.
- Take a new photo of your ID in a well-lit room. Place it on a dark, flat surface and avoid flash glare.
- Make sure all four corners of the document are inside the frame. Do not crop the edges.
- Check that your full name, date of birth, and expiry date are clearly readable. If any part is covered, retake the photo.
- For a proof of address, use a recent bill or bank statement. The document must show your name and the address you entered on the account.
- Upload the new files in the same verification section. Use the format the site asks for, usually JPEG or PDF.
- Wait for the review to finish before uploading more documents. Sending duplicates can slow the process.
- If the rejection message mentions a mismatch, compare your account name spelling with the document. Edit the account details only if they are truly wrong.
- Check your email inbox and spam folder for messages from the site. A request for a second document often arrives there.
- Do not send documents through chat or social media. Use only the upload form in your account.
- If a document expired, renew it first and then upload the new version. Expired papers are rejected automatically.
- Contact support only after you have uploaded a clear, valid document and the status still shows as rejected or stuck for more than a few days.
Reach out to support when you have uploaded correct documents and the review has not moved forward, or when the rejection reason is unclear.
Deposit Left Your Bank but Not on the Casino Balance
You see the money gone from your bank account, but the casino balance still shows the old amount.
- The bank transfer is still in progress and has not reached the site yet.
- You used a different account or card than the one registered on the site.
- The deposit was sent to an old payment detail that is no longer active.
- A bank security check has placed the transfer on hold.
- The deposit was made in a currency or method that the site does not accept for your account.
- Open your banking app and confirm the transaction status. If it says pending, wait for it to clear before doing anything else.
- Take a screenshot of the transaction. Include the date, amount, and reference number.
- Go back to the casino cashier and check the deposit history. Look for a matching entry with a pending or failed status.
- Compare the payment details you used with the ones shown in your account. A single wrong digit can send the money elsewhere.
- If the deposit is not listed at all, do not repeat it immediately. A duplicate deposit can complicate the trace.
- Use the live chat on pokerstars.mex.com and send the screenshot and reference number. Ask for a trace on the transfer.
- Keep the chat transcript or ticket number. You will need it if the bank also asks for proof.
- Contact your bank and ask whether the transfer was held for security checks. If so, ask them to release it.
- If the bank confirms the money left your account, share that confirmation with the site support team.
- Do not open a second deposit with a different method until the first one is resolved. Two open traces slow both down.
- Check your account for any message about the deposit. Some transfers need a code or a confirmation that appears in your profile.
- Contact support once you have the bank confirmation and the casino still shows no record after a reasonable wait.
Contact support when both the bank and the casino show the transaction but the balance remains unchanged after you have provided the reference number.
Site or Games Not Loading Properly on a Phone
You open the site on your phone and the lobby is blank, a game freezes on the loading screen, or buttons do not respond.
- The mobile browser is outdated or not fully supported.
- The connection is slow or switches between Wi-Fi and mobile data.
- Cached data or cookies from an old session conflict with the current page.
- A pop-up blocker or ad blocker stops game windows from opening.
- Too many tabs or background apps are using the phone’s memory.
- Close all tabs and reopen the site in a fresh tab. Use the phone browser directly, not an in-app browser from a social app.
- Check your connection by loading a simple news page. If it is slow, switch to another network and try again.
- Clear the browser cache and cookies for the site. This removes old session data that can cause blank screens.
- Update your phone browser to the latest version available for your device.
- Turn off any ad blocker or content blocker for the site. These tools often block game loading scripts.
- Disable battery saver or data saver mode temporarily. Both can limit background data that games need.
- Restart the phone to free memory. Then open the site and try a single game before opening more.
- If a game still fails, try a different game from the same category. This tells you whether the problem is one game or the whole site.
- Check whether your phone has a system update pending. Install it and restart the browser.
- Try the site in a private or incognito window. If it works there, the issue is in your normal browser settings.
- Keep the browser and the phone’s operating system updated to avoid compatibility gaps.
- Contact support when the site fails on a stable connection, after clearing cache, and in a private window on the same phone.
Get in touch with support when other websites load fine and only this site or its games fail on your phone.
Welcome Bonus or Free Spins Not Credited
You make a qualifying deposit and expect the welcome bonus or free spins, but the balance shows only your own money.
- You did not enter a bonus code before depositing.
- The deposit was made before the bonus was activated on the account.
- The offer was already used on a previous account or deposit.
- The bonus is tied to a specific game or payment method that you did not use.
- The welcome bonus was replaced by a different offer running at the time of your deposit.
- Open the promotions page and check the current welcome offer. Confirm the exact steps it asks for.
- Look for a field labeled bonus code in the cashier before you deposit. Enter the code if one is required for pokerstars codes.
- If the code was not entered, do not deposit again. Contact support first and explain what happened.
- Check your account’s bonus section. Sometimes the bonus is credited but needs to be activated manually.
- Look for free spins in the games section. They may be attached to a specific slot, not shown on the main balance.
- Confirm that your deposit method is eligible for the offer. Some welcome packages exclude certain methods.
- If you have made more than one deposit, check which one the terms count as qualifying. Only the first may trigger the bonus.
- Make sure you did not cancel or decline a pop-up that offered the bonus after login.
- For pokerstars casino promotions, open the promotion detail and check the activation button. Click it before playing.
- Check your email for a confirmation of the bonus credit. It may arrive separately from the deposit receipt.
- If you used a code for pokerstars sports, confirm that it applies to the sportsbook and not the casino. The two wallets can be separate.
- Do not withdraw your deposit before the bonus is credited. A withdrawal can cancel the pending offer.
- Contact support with your deposit reference and the code you used when the bonus still does not appear after you have followed the promotion steps.
Contact support as soon as you notice the missing bonus and before you play through the deposit, because play on an uncredited bonus can make the fix harder.
Keep your account name, address, and payment details consistent across every document and deposit, and most of these problems never start.