PokerStars Problems: Login, KYC, Deposits, Mobile and Bonus Fixes

Identity verification is stuck or documents are rejected

• The photo shows glare, a cropped edge or a missing corner.
• The uploaded file is a screenshot rather than a photo of the original document.
• The name on the document does not match the name on the account.
• The document has expired or the address on it is out of date.
• The file size or format is outside what the upload field accepts.

1. Open the verification center from the account menu rather than using a saved link.
2. Photograph the identity document on a plain, dark surface with all four corners visible.
3. Use the rear camera on the phone, because front cameras often soften small print.
4. Check that no flash reflection covers the photo area or the document number.
5. Upload the photo in the format the field names, typically JPG or PNG.
6. For a proof of address, use a recent statement that shows the full name and address.
7. Type the address exactly as it appears on the document, including the postal code.
8. Submit one document at a time and wait for the status to change before adding another.
9. If a selfie is requested, take it in daylight with your whole face inside the frame.
10. Avoid uploading the same rejected file again; change the photo or the document first.
11. Keep the original files on the device in case a second request comes in.
12. Contact support when two different documents have both been refused for reasons you cannot see, or when the pending status outlasts the stated review period.

A deposit left the bank but is not on the casino balance

• The payment is still in a pending state at the bank or the payment provider.
• The deposit was sent to a different account, such as a sportsbook wallet.
• A saved card has expired, so the provider holds the transfer instead of completing it.
• The bonus or payment page was closed before the confirmation step finished.
• A security check on the account has paused incoming funds.

1. Refresh the wallet page after a few minutes; some transfers appear only after a short delay.
2. Open the transaction history and note the reference number of the missing payment.
3. Compare the amount and the reference on the bank statement with that entry.
4. Check whether the deposit went to a poker, casino or sports wallet that you did not expect.
5. Remove and re-enter the payment method if the card or account on file has changed.
6. Clear the browser cache and sign in again before trying another deposit.
7. On the next attempt, keep the payment window open until the confirmation screen appears.
8. Take a screenshot of the confirmed deposit and of the wallet balance for your records.
9. Reach out to the payment provider if the bank shows the transfer as pending for longer than stated.
10. Use the support chat at poker-stars.it.com with the reference number, the amount and the screenshots.
11. Do not repeat the same deposit while the first one is unresolved, because it can create a duplicate charge.
12. Contact support when the reference number is confirmed by the bank but the wallet still shows no credit.

Games and pages do not load properly on a phone

A page freezes halfway, a game table stays black, or buttons stop responding when the site is opened in the phone browser.

• The mobile signal drops or the connection switches between Wi-Fi and data.
• The browser is an old version or a default browser with limited support.
• Too many open tabs and background apps consume the phone memory.
• Cached scripts from an earlier session conflict with the current page.
• A content blocker or a private browsing mode interrupts the game scripts.

1. Switch to a stable Wi-Fi network or a strong mobile data signal before reloading.
2. Close other tabs and apps that are running in the background.
3. Open the site in a current version of Chrome, Safari or Firefox.
4. Clear the browser cache and cookies, then sign in again.
5. Turn off private browsing and any content blocker for the site.
6. Disable battery saver, which can throttle game scripts on some phones.
7. Load the main lobby first and open one game at a time.
8. If a game still stalls, restart the phone and try a different game to see if the fault is site-wide.
9. Switch the phone to landscape orientation, because some tables need the wider view.
10. Try another network, such as a home Wi-Fi instead of public Wi-Fi, to rule out a local block.
11. Take a screenshot of any error code shown on the screen.
12. Contact support when the same page fails on two different networks and two different browsers.

The welcome bonus or free spins were not credited

The account shows a welcome offer in the promotions list, but the balance and the bonus section stay unchanged.

• The qualifying deposit was not the first one on the account.
• The bonus code was typed with a space or left out during the deposit.
• The offer needs an opt-in before the deposit is made.
• The payment method used does not qualify for the promotion.
• The bonus was credited to a different wallet or product area.

1. Open the promotions page and confirm that you joined the offer before depositing.
2. Check the bonus section of the wallet for a pending or active reward.
3. Compare the deposit time with the time you joined the promotion.
4. Retype the bonus code manually instead of pasting it.
5. Use a qualifying payment method for the next attempt.
6. Sign out and sign back in to force the wallet to refresh.
7. Look in the free spins area separately, because spins and cash bonuses appear in different places.
8. Make sure the deposit was the first one on the account if the offer is limited to new players.
9. Keep a screenshot of the promotion text and of the completed deposit.
10. Contact support when the offer was joined, the deposit qualified and nothing appears in either wallet section.

Most of these problems start with an old browser session or a document photo taken in poor light, so sign out, clear the cache and use a fresh photo the next time a request appears.