PokerStars login, KYC and missing bonus problems solved

A PokerStars account that keeps asking for documents after several uploads usually sits in a review queue that the files themselves never entered. The cause is usually a photo that fails a quality or match check rather than an unclear rule.

Document checks that stay pending or return a rejection

The player uploads proof of identity and sees the status stay on review or switch to rejected without a clear reason.

• Photos are blurred, cropped or lit so the text cannot be read.
• The name on the document does not match the name on the account.
• The proof of address is older than the operator accepts, or shows a different address.
• Corners of the document are cut off or a glare hides part of it.
• The file format is not one the upload form accepts.

1. Open the account area and find the document section that shows each requested item.
2. Compare the name spelling on your profile with the spelling on the document and fix the profile if needed.
3. Place the document on a flat, dark surface in daylight before taking a photo.
4. Make sure all four corners and any photo page sit inside the frame.
5. Shoot straight on rather than at an angle, so edges stay square.
6. For proof of address, use a document that shows your name and current address clearly.
7. Save each file in a common image format and keep the size within what the form allows.
8. Upload the items one at a time and wait for each confirmation before adding the next.
9. Do not send the same file again while a review is still open.
10. Hold off on new withdrawal requests until the review closes.
11. Note the date you submitted each document so you can describe the case later.
12. Keep the message short and factual when you raise the case, listing what you sent and when.

Contact support when a document has been rejected more than once with the same clear photo and the rejection note names no specific flaw.

Failed logins and accounts locked after repeated attempts

The player types the password, sees it refused, tries again and then finds the account locked or the code not arriving.

• The password was typed with a keyboard layout or capitalisation that differs from the saved one.
• A password manager fills in an old password for the page.
• Too many wrong attempts triggered a temporary lock.
• The security code goes to an email or phone number the player no longer uses.
• A saved browser session conflicts with a new login on another device.

1. Stop entering passwords once the lock message appears, because more attempts extend it.
2. Type the password by hand in a plain text field first, to confirm the characters.
3. Turn off autofill for the page and enter the details yourself.
4. Use the password reset link and set a new password you have not used elsewhere.
5. Open the reset email on the same device you play from, so the link matches.
6. If the security code does not arrive, request it once and wait before asking again.
7. Clear the browser cache and cookies if the login page keeps looping.
8. Try a private window to rule out an extension interfering with the form.
9. Sign in through https://www.pokerstars.cn.com/ in a fresh tab if the saved bookmark fails.
10. Use the phone browser for mobile sign-in instead of a saved home screen shortcut.
11. Write the new password down somewhere private before you log out.
12. Log out of other devices so only one session stays active.

Contact support when the reset link does not arrive at all or the lock persists after you have stopped trying.

Money left the bank but the balance shows nothing

The player sees the payment confirmed at the bank while the casino balance stays unchanged.

• The payment is still being passed between the bank and the operator.
• The deposit went to an old or wrong account reference.
• A bonus code was entered with a typo, so the payment was held for review.
• The payment method used is not in the player’s own name.
• A pending deposit sits behind an open document check.

1. Refresh the balance after signing out and back in, since the page can cache an old figure.
2. Look for a pending or processing entry in the transaction history before assuming the money is lost.
3. Compare the reference on the bank confirmation with the one shown in your history.
4. Confirm that the payment method is registered in your own name.
5. Pause any new deposit until the first one resolves.
6. Take a screenshot of the bank confirmation that shows the reference and the amount.
7. Check whether a pokerstars deposit bonus was attached to the payment and note the code you used.
8. Write down the date and time shown on the bank side.
9. Send one message through the support channel with the screenshot attached.
10. Keep the message to what happened, what you sent and what you expect.
11. Do not repeat the deposit while the case is open.
12. Watch the history for the entry to move from pending to completed.

Contact support when the bank shows the payment as final and the history shows no matching entry at all.

Welcome offer or free spins missing after sign-up

The player completes the sign-up and first deposit, then finds no welcome credit and no free spins in the rewards area.

• A required code was not entered at the point where the form asks for it.
• The offer needs the first deposit, not just an opened account.
• The account was registered on a page that carries a different offer.
• The deposit was made with a method the offer does not cover.
• The player’s region, such as pokerstars canada, carries an offer with its own conditions.

1. Open the rewards or promotions area and see whether the offer is listed as pending.
2. Check that the code, if one was needed, went in the box on the deposit form, not in a chat or email.
3. Confirm the deposit that should trigger the offer has completed in your history.
4. Make sure you did not start a second account, since the offer applies to a first registration only.
5. Read the offer card that sits inside your account, not a page found elsewhere, because the two can differ.
6. If you are in Canada, compare the conditions shown on your own pokerstars account with the offer you expected.
7. Confirm the payment method used is one the offer covers.
8. Look for the free spins in the rewards section rather than the game lobby.
9. Take a screenshot of the offer card and of the completed deposit.
10. Contact support with both screenshots in one message.
11. Keep playing only with money you are ready to lose while the case is open.
12. Avoid claiming a second offer until the first is settled.

Contact support when the offer appears in your account and the qualifying deposit is complete but nothing is credited.

Quick Reference

These are the first things to look at for each of the four problems.

A player who stops after the first failure rarely needs a long case. Most issues here come from submitting the same faulty file or password twice. The transaction history is the first place to look for any money question. The offer card inside the account beats any page found elsewhere. Screenshots taken at the moment of failure make a support message much easier to act on. One clean action per problem is enough before you ask for help.

Before you upload a document or send a deposit, take a clear photo of what you are about to submit and keep it, so a failed step can be explained with the exact file you sent.