Your old casino showed a deposit on the balance almost at once, but on Pokerstars the amount has vanished from your bank and the casino balance has not moved. The most common cause is a pending payment that has not yet been matched to your account.
Deposit taken by the bank but missing from the casino balance
You see the money leave your bank, yet the casino balance stays the same. Common causes include a payment still clearing between providers, a deposit sent to the wrong account, a bank block on gambling transactions, a session timeout during checkout, or a saved payment method that has expired.
- The payment is still pending at your bank or the payment provider.
- You used a different account or currency than the one linked to your casino profile.
- Your bank flagged the transaction as a gambling payment and held it.
- Your session expired before the deposit confirmation screen appeared.
- The saved payment method on file has expired or been removed.
- Wait a short while and refresh the casino balance, because some payments clear after a short delay.
- Open your bank statement and note the exact amount, time and reference of the payment.
- Return to the casino cashier and confirm that the deposit is not listed as pending.
- Compare the currency and account details on the deposit with those in your Pokerstars profile.
- If a saved method was used, remove it and add the payment details again.
- Start a new deposit only after the first one is confirmed or cancelled, so you do not pay twice.
- When the payment is still missing after these checks, contact support through Pokerstars bonus and send the bank reference with your request.
Contact support when the payment is confirmed by your bank but still absent from the casino balance after you have completed the checks above.
Identity verification stuck or documents rejected
You upload a document and the status stays pending, or you receive a rejection notice without a clear reason. Common causes include a photo that is blurred or cropped, an expired document, a name mismatch between the document and the profile, a missing proof of address, or a selfie that does not match the ID.
- The document photo is blurred, cropped or shows glare.
- The document has expired or is not a accepted type.
- Your name or date of birth differs from the casino profile.
- Proof of address is older than the required period or shows a different address.
- The selfie does not clearly match the photo on the ID.
- Take new photos in bright, even light with the whole document visible and no flash glare.
- Check that your profile name and date of birth match the document exactly, including middle names.
- Upload a proof of address that shows your name and current address clearly.
- If a selfie is requested, hold the ID next to your face and keep both in frame.
- Submit one complete set of documents rather than several partial uploads.
- Wait for the review to finish before uploading again, because duplicate files can slow the check.
- If the status has not changed after a reasonable wait, contact support and ask which document failed and why.
Contact support when a rejection notice does not explain what to fix, or when the verification has been pending for longer than expected.
Casino pages or games fail to load on a phone
The lobby appears, but games freeze on a loading screen or the page reloads on your phone. Common causes include a weak mobile connection, an outdated browser, too many open tabs, cached data from an old version of the site, or a game that requires a larger screen.
- Your mobile signal or Wi-Fi is weak or unstable.
- The phone browser is outdated or not supported.
- Many tabs or background apps are using memory.
- Cached files from a previous visit conflict with the current site.
- The game is not designed for a small screen.
- Switch between Wi-Fi and mobile data to see whether the connection is the problem.
- Close other tabs and background apps to free memory.
- Update your phone browser to the latest version available for your device.
- Clear the browser cache and cookies for the casino site only.
- Open the casino in a private or incognito window to test without saved data.
- Try a different browser on the same phone to rule out a browser-specific fault.
- If only one game fails, open a different game to see whether the issue is specific to that title.
- When nothing loads on any browser, contact support and describe the phone model, browser and the exact error.
Contact support when the problem persists across browsers and connections, or when an error message names a technical fault.
Welcome bonus or free spins not credited
The deposit is on your balance, but the welcome bonus or free spins do not appear. Common causes include a missing bonus code, a deposit below the minimum for the offer, a bonus already claimed on the account, a game that does not contribute to the offer, or free spins that need to be activated in the bonus section.
- The bonus code was not entered at the right step of the deposit.
- The deposit was below the amount needed for the offer.
- A welcome bonus was already used on this account.
- The free spins are waiting in the bonus section and need to be started.
- The game played does not count toward the bonus conditions.
- Open the bonus section and look for an active or pending offer that needs to be started.
- Check that the deposit that triggered the offer was made after the bonus was selected.
- Confirm that you entered the bonus code in the correct field before confirming the deposit.
- Review the offer conditions in your account to see whether your deposit meets the minimum and the game choice.
- If you have another bonus active, finish or cancel it before claiming a new one.
- Take a screenshot of the offer and the deposit confirmation for your records.
- Contact support with the screenshot when the offer was clearly selected but not credited.
Contact support when the bonus was selected before the deposit and the offer still does not appear after you have checked the bonus section.
Quick Reference
The table below lists the usual cause and the first check for each problem.
| Problem | Usual cause | First check |
|---|---|---|
| Deposit missing | Payment still pending between providers | Bank statement and cashier pending list |
| KYC stuck | Blurred or expired document | Photo quality and expiry date |
| Mobile site fails | Weak connection or outdated browser | Switch network and update browser |
| Welcome bonus missing | Code not entered or deposit below minimum | Bonus section and deposit amount |
| Free spins absent | Spins waiting to be activated | Bonus section for a pending offer |
Each row points to the simplest check that rules out the most common cause. Start with the first check before collecting screenshots or contacting support. A pending payment is often resolved by waiting and refreshing the cashier. Document problems are usually fixed by a clearer photo and matching details. Mobile faults are often solved by switching networks or clearing the browser cache. Bonus issues usually come down to the code, the deposit amount or an unactivated offer. Use the table as a short path to the right section above.
Keep your profile details and payment method up to date before you claim any Pokerstars bonus, because most of these problems start with a mismatch between the account and the payment.
