When a bonus appears as “pending” in your account but never becomes available, the usual cause is that the qualifying deposit or wager has not been fully recorded by the system. This often happens when a payment method or game type does not count toward the offer, or when the bonus code was not applied at the time of deposit.
Welcome Bonus or Free Spins Not Credited
You see a message that the bonus is active, but your balance shows no extra funds and the free spins are missing from the game. The most common reasons for this are listed below, followed by steps to fix the issue.
- The bonus code was not entered at deposit or was entered incorrectly.
- The deposit was made with a method that does not qualify for the offer.
- Wagering requirements on previous bonuses are still pending.
- The promotion had already expired when you opted in.
- You have already claimed the same welcome offer on another account.
- Open your account history and locate the deposit that should have triggered the bonus.
- Confirm that the bonus code appears in the transaction details.
- Check the promotions page to see if the offer is still listed as available for your account.
- Make sure you opted in to the promotion before making the deposit.
- If you used a payment method that does not count, make a new qualifying deposit after opting in again.
- Complete any remaining wagering on older bonuses, as new ones may be held until those are cleared.
- Restart the game or log out and back in to refresh your balance and free spins count.
- If the bonus still does not appear after these steps, contact support with your deposit reference.
Contact support if you have completed all steps and the bonus is still missing after a full day.
Withdrawal Pending Longer Than Expected
Your withdrawal shows as “pending” in the cashier, and the funds have not reached your payment method. The likely causes are listed below, followed by actions you can take. For players using PokerStars casino Canada, the pokerstars.cn.com platform processes withdrawals in sequence, so a pending status often means your request is still in the queue.
- Identity verification is incomplete or documents are under review.
- The withdrawal request was made before the bonus wagering was finished.
- You requested a withdrawal to a method that differs from your deposit method.
- The amount exceeds the limit for your account level or verification status.
- There is a security review on the account due to unusual activity.
- Log in and go to the cashier to see the exact status of your withdrawal.
- Check your account messages for any request for additional documents.
- Confirm that all active bonuses have been fully wagered.
- Ensure that the withdrawal method matches the deposit method where required.
- Review your account profile to confirm your identity verification is complete.
- If the status shows “pending” for more than a day, note the reference number and contact support.
- Respond promptly to any support request for information to avoid further delays.
Contact support if the withdrawal remains pending after you have confirmed that verification is complete and no bonuses are active.
Identity Verification (KYC) Stuck or Documents Rejected
You uploaded your documents, but the status remains “pending” or you receive a rejection message. The usual causes are below, with steps to resolve them.
- The document image is blurry, cropped, or has glare.
- The document is expired or does not match the name on your account.
- You submitted a document type that is not accepted for your region.
- The proof of address is older than the allowed period.
- You have not submitted all required documents for your account level.
- Take a new photo of your ID in a well-lit room, ensuring all four corners are visible.
- Check that the name, date of birth, and photo on the ID are clear and match your account details.
- For proof of address, use a recent utility bill or bank statement that shows your full name and address.
- Upload the documents in the correct format (JPEG or PNG) and within the size limit.
- Submit the documents through the verification section of your account, not via email.
- Wait for the review period, which may take a few days, before contacting support.
- If rejected, read the rejection reason carefully and resubmit a corrected document.
Contact support if your documents have been pending for more than a week or if you cannot understand the rejection reason.
Site or Games Not Loading Properly on a Phone
You open the site on your phone browser, but games freeze, graphics are missing, or the page does not load at all. The common causes are listed below, with troubleshooting steps.
- Your mobile data or Wi-Fi connection is unstable or slow.
- The browser cache or cookies are outdated or corrupted.
- The browser version is not up to date.
- Your device has insufficient memory or background apps are consuming resources.
- The game server is temporarily unavailable or under maintenance.
- Switch between Wi-Fi and mobile data to see if the connection is the issue.
- Clear your browser cache and cookies, then reload the page.
- Update your browser to the latest version available for your phone.
- Close other apps running in the background to free up memory.
- Restart your phone and try loading the site again.
- If only one game fails, try another game to check if the problem is specific to that title.
- Check the site’s status page or social media for maintenance announcements.
Contact support if the site works on other devices but not on your phone after trying these steps.
Quick Reference
The table below summarizes the most common problems, their usual causes, and the first check to perform.
| Problem | Usual Cause | First Check |
|---|---|---|
| Bonus not credited | Bonus code not applied or deposit method not qualifying | Review deposit history for the bonus code |
| Withdrawal pending | Incomplete KYC or active bonus wagering | Check cashier status and account messages |
| KYC stuck or rejected | Poor document quality or mismatched details | Re-upload a clear photo of your ID |
| Mobile site not loading | Browser cache or unstable connection | Clear cache and switch networks |
| Promotions missing | Opt-in not completed or offer expired | Visit the promotions page and check availability |
For players in Ontario, the pokerstars ontario platform follows local rules that may affect bonus availability and withdrawal options. Always ensure your account details are current to avoid verification delays. When a withdrawal is pending, the most common reason is an unfinished bonus or missing documents. Mobile loading issues are often resolved by clearing the browser cache. If you are in Canada, the pokerstars casino promotions page shows which offers are available to you. Keeping your documents up to date and understanding the bonus conditions helps prevent most problems.
Keep your account information and documents current, and always read the specific conditions of a promotion before opting in, to avoid most of these problems.