PokerStars Problems: Bonus Code, KYC, Loading and Withdrawals

At 7am on the bus you tap through your PokerStars balance and see a banner about a deposit bonus you are sure you never received. Most cases like this come down to a code that was not entered before payment, rather than a missing reward.

Identity checks stuck or documents turned down

You upload your ID and the verification banner stays on screen for days, or a message says the document was not accepted.

• Photos are blurry, cropped or show glare across the text.
• The name on the document differs from the account name.
• An edge of the document, or a corner of the selfie, is cut off.
• The proof of address is older than the period the operator accepts.
• The file format is not one the upload tool supports.

1. Open www.pokerstars.mex.com in a browser on a device with a good camera and log in to your account.
2. Go to the verification area and note exactly which document is requested.
3. Place the document on a flat, well-lit surface and avoid flash.
4. Capture all four corners and make sure every line of text is readable.
5. For a selfie, hold the ID beside your face and keep both fully visible.
6. Upload one document at a time instead of several at once.
7. Save a copy of each file with the date, so you know what you sent.
8. Wait for the review to finish before uploading a different version.

Contact support once you have submitted a clear set of documents and the status has not moved at all.

Welcome bonus or free spins missing

The first payment clears but the balance shows only the amount you paid in, with no bonus and no free spins attached.

• A pokerstars deposit bonus code was skipped at the payment screen.
• The payment was made before the bonus was selected or claimed.
• The account was not eligible for that particular offer.
• Free spins were tied to a specific game that had not been opened yet.
• The reward is waiting in a separate bonus or rewards area.

1. Log in and open the rewards or bonus section of your account.
2. Check whether the offer appears there as unclaimed or active.
3. If you have not paid in yet, select the offer first, then enter the pokerstars deposit bonus code in the field shown before confirming.
4. Complete the payment in the same session, without closing the window.
5. Return to the bonus area and confirm the reward now shows as active.
6. For free spins, open the game the offer names; the spins usually sit inside it.
7. Make sure your account details match the payment method you used.
8. If you paid in without a code, note the reference of that payment.
9. Repeat the process only after confirming the offer is still available to you.

Contact support when the payment is confirmed, the offer is still live, and nothing has appeared after a full logout and login.

Phone browser shows blank pages or frozen games

On your phone the lobby loads, but a game spins forever, shows a black screen or drops back to the login page.

• The mobile connection is weak or switching between networks.
• The browser has cached an old version of the page.
• Too many tabs or background apps are using memory.
• The browser is out of date or blocks scripts the games need.
• A private or restricted network is limiting the connection.

1. Switch to a stable connection, such as home Wi-Fi, and reload.
2. Clear the browser cache and cookies for the site.
3. Close other tabs and apps, then reopen the browser.
4. Update the browser to its current version.
5. Turn off any content blocker or script blocker for the site.
6. Try a different browser on the same phone to compare.
7. Open the game in landscape orientation and wait for it to load fully.
8. Log out and back in if the page keeps returning to the login screen.
9. Avoid switching between Wi-Fi and mobile data during a game.

Contact support if a game fails in every browser on the phone while other sites load normally.

Withdrawal still pending after several days

The withdrawal request shows as pending, and the amount stays in your balance instead of leaving the account.

• Identity verification was never completed.
• Bonus funds are still attached and must be cleared first.
• The payout method differs from the one used to pay in.
• A first withdrawal is held for a routine manual review.
• Some of your funds are still tied up in an active bonus.

1. Open your transaction history and confirm the request status.
2. Check that your identity documents are approved, not pending.
3. Look at any active bonus and see whether funds are locked to it.
4. Confirm the payout method is one you have used for a deposit.
5. Make sure the account name matches the payout account name exactly.
6. Cancel and re-submit the request if the amount or method was wrong.
7. Complete any missing verification step the account asks for.
8. Keep the confirmation of the request for your records.
9. Wait for the review to close before sending a second request.

Contact support when the status stays unchanged and no verification request is open on your account.

Quick Reference

The table below pairs each problem with the cause seen most often and the first thing to check.

A rejected document is almost always a photo quality issue, so retake it in daylight before sending it again. Bonus rewards often sit unclaimed in a separate area rather than on the main balance. Free spins usually live inside the game they belong to. Phone problems mostly trace back to the browser, not the connection alone. A pending withdrawal is usually waiting on verification or on bonus funds that are still locked. Working through these checks in order saves a second message to support.

Before you pay in, select the offer and enter any code while the payment window is still open; this single habit prevents most missing-bonus cases.