Poker Stars Casino: Fixing KYC, Login, Withdrawal and Deposit Problems

A document upload that keeps returning to the same pending screen usually means the photo is unclear or the name on it does not match the account. The most common cause is a small mismatch the player cannot see, not a rejected application.

Identity checks that stay pending or come back rejected

The player uploads documents, the status stays pending, and later the same file is marked as rejected with no clear reason.

• The photo is blurred, cropped or shows glare on the document edge.
• The name on the document differs from the name entered at registration.
• The document has expired or the visible corner is folded.
• A proof of address shows an old home address.
• A selfie is taken in low light or with part of the face covered.

1. Open the account profile and find the section that lists the documents already sent.
2. Remove the rejected file before uploading a replacement, so two versions do not sit side by side.
3. Place the document on a flat, dark surface in a room with even light.
4. Fill the frame with the document and keep all four corners inside it.
5. Avoid flash, shadows from your hand and any reflection on a laminated card.
6. Send each page as a separate image rather than one long scan.
7. Compare the name, spelling and date of birth on the document with the profile details.
8. Change the profile details first if they differ, then upload again.
9. For a proof of address, use a document that shows the current home address clearly.
10. For a selfie, face the light and keep the whole face visible without a hat.
11. Wait for the review to finish before sending the same file a second time.
12. Keep a copy of every file you send, so a repeat request is quick to answer.

Contact support only after a corrected file has been rejected again or the status has not moved at all.

Login blocked or the account locked after failed attempts

The player types the password, sees an error, tries a few variations, and then the login page refuses every attempt, including the right one.

• Repeated wrong passwords have triggered a temporary lock.
• Caps Lock or a keyboard layout is changing the characters typed.
• The password was saved on an old device and no longer matches.
• A password reset link was requested more than once and the newest one was not used.
• The account details were changed recently and the old password is being entered.

1. Stop retrying for a while, because each fresh attempt can extend the lock at https://www.poker-stars.it.com/.
2. Type the password into a plain text field first to see exactly what the keyboard produces.
3. Check Caps Lock, the language layout and any autocorrect on the phone keyboard.
4. Use the password reset option and open only the newest message it sends.
5. Set a password you have not used on any other site.
6. Clear the browser cache and cookies on the phone or computer.
7. Try a different browser or a private window to rule out a saved old login.
8. Turn off any password manager autofill for the login page.
9. Log in on the phone browser instead of a desktop if the other device is the problem.
10. Keep the email inbox open during the reset, since the link goes there first.
11. Never share the password or a reset code with anyone who offers to unlock the account.
12. Note down the exact error message shown, because support will ask for it.

Contact support when a reset link does not arrive or the lock remains after a correct password is entered.

A withdrawal that stays pending

The player requests a withdrawal, the balance drops, and the payment stays in a pending state while the money has not arrived.

• The identity check is still open, so the payout is held.
• Bonus funds are still tied to playthrough conditions.
• A withdrawal method was chosen that differs from the deposit method used.
• The payout details contain a wrong digit or an old account.
• Several withdrawal requests were sent in a row and are being handled one by one.

1. Check the account status for any open document request before anything else.
2. Look at the bonus balance and confirm whether any part of it is still locked.
3. Complete the remaining play on bonus funds if that is what holds the payout.
4. Compare the payout details with the deposit route used to fund the account.
5. Correct one wrong character in the account number or sort code rather than re-entering everything.
6. Cancel duplicate requests so only one payout is pending.
7. Keep the confirmation screen or email from the request as proof of the amount.
8. Do not send a second request for the same money while the first is open.
9. Use the same payment route for deposits and withdrawals from then on.
10. Check the email inbox for a message asking for extra documents.
11. Answer any document request from the same email thread to keep the case together.

Contact support when the payout stays pending after the identity check is complete and the bonus is cleared.

A deposit taken from the bank but missing from the balance

The player sees the money leave the bank account, but the casino balance has not changed and no bonus credit appears.

• The payment is authorised by the bank but not yet matched to the account.
• The deposit was sent to an old account number or a closed card.
• The bank flagged the payment for a manual review.
• The page was closed before the confirmation screen appeared.
• A bonus code was needed for the intended credit and was not applied.

1. Refresh the balance in the browser and give the payment page time to update.
2. Check the transaction history inside the account for an entry with the same amount.
3. Compare the reference on the bank statement with the reference in the account history.
4. Confirm the deposit used the card or account saved on the profile.
5. Take a screenshot of the bank entry and one of the account history.
6. Check that no bonus code was required for the credit you expected.
7. If a code was needed, enter it on the next deposit rather than repeating this one.
8. Log out and back in on the phone browser to force a balance reload.
9. Do not send the same deposit again until the first one is traced.
10. Note the date, the exact amount and the last digits of the card used.
11. Send the two screenshots and the details to support in one message.
12. Keep the bank statement open in case the payment is reversed.

Contact support when the bank shows the payment as complete and the balance is still unchanged after a fresh login.

Quick Reference

The table below pairs each problem with its usual cause and the first thing to check.

A deposit that is missing usually appears in the account history before the bank statement updates. A withdrawal that is pending is often held by a document request the player never opened. Players who keep the profile name identical to their documents avoid most identity delays. The pokerstars casino login works best when the password is typed fresh rather than filled in by the browser. Anyone using the pokerstars casino app on a phone should close it fully and reopen it before retrying a payment. A single open request at a time keeps support able to trace the case.

Keep the profile name, address and date of birth identical to the documents from the first day, and most of these problems never start.