You are staring at a bonus screen that says the offer is active, yet your balance has not moved. Most of the time this happens because the bonus was never truly claimed, the payment used does not qualify, or the reward is tied to a step you have not finished.

Welcome bonus or free spins missing after you sign up

The player sees an offer marked as active while the balance shows only the original deposit. These are the usual causes:

• The welcome bonus was never claimed from the bonus screen.
• Part of the offer is locked behind a first deposit that has not cleared.
• The welcome bonus was entered after some steps had already been completed.
• Free spins sit in a separate reward area you have not opened.
• The payment used for the first deposit is not part of the offer.

Work through these steps in order:

1. Open the bonus section of your account and confirm which offer is listed as active.
2. Check whether the offer is split into a deposit part and a spins part.
3. If the deposit part shows as waiting, run through the qualifying deposit step.
4. Move the free spins into the games they were issued for before they are used up.
5. Make sure you are logged in with the same account on any promo screen you open.
6. Close every other browser tab that shows an older version of the bonus page.
7. Check whether the deposit has already cleared with your bank; the bonus follows the deposit.
8. Look for a spin balance counter inside the game, not only on the account page.
9. If the site has a promo code field, make sure the code was applied before you sent the payment.
10. Note the date you claimed the offer so support can trace it later.

Contact support when the offer is still marked active but the reward has not appeared after the qualifying deposit has cleared.

Identity checks that stall or documents that get rejected

The player sees a verification request on the account and a message that a document could not be accepted. Common causes:

• A photo where the edges of the document are cut off.
• A photo with glare, shadow or a blurred area over the details.
• The name on the document does not match the name on the account.
• An expired document was uploaded.
• A bank statement was sent instead of a document that shows your identity.

Follow this order:

1. Compare the name on your account with the name on each document you send.
2. Correct any spelling difference in your profile before you resend anything.
3. Photograph each document flat on a plain surface with all four edges visible.
4. Use daylight or a bright lamp without flash to remove glare.
5. Check that every number and text line is readable at full size.
6. Send a valid, unexpired document only.
7. Upload each file on its own rather than combining several pages into one blurry image.
8. Log in to Pokerstars Pokerstars casino in your phone browser to reach the verification page anywhere.
9. Submit the request once and then wait, since a second upload can reset the queue.
10. Keep a copy of everything you sent in case a different document is needed.

If a document has been rejected twice, contact support and ask which specific detail is being refused.

A deposit left the bank but is not on the balance

The player sees the money leave the bank account while the casino balance stays the same. Typical reasons include:

• The payment is still moving between the bank and the casino.
• A payment was started on the phone but never finished.
• The session expired during the payment step.
• The same deposit was sent twice.
• The payment was flagged for extra review.

Take these steps:

1. Check the bank statement to see whether the money is booked or only reserved.
2. Copy the payment reference shown by your bank.
3. Refresh the cashier page in the browser once, not repeatedly.
4. Compare the reference with the history in your account.
5. If no matching entry exists, wait before sending any further payment.
6. Return to the browser tab where you started the payment and finish it if it is still open.
7. Look in the transaction list for a cancelled or failed attempt that still holds funds.
8. If you paid twice, note both references for a single support message.
9. Keep screenshots of the bank entry and the casino history side by side.
10. Send the message with the reference number rather than a description of the amount.

Contact support once the bank shows a completed payment that the casino history does not show.

A withdrawal that stays pending longer than expected

The player sees a withdrawal marked as pending and no change to the balance. Usual causes:

• Identity verification is still open on the account.
• The bonus conditions attached to the balance have not been met.
• The payout address or account does not match the registered details.
• A second withdrawal request has created a queue.
• A review has been placed on the account for extra checking.

Handle it this way:

1. Open the withdrawal history and note the exact status shown.
2. Check the account area for any verification request that is still open.
3. Finish every outstanding document request before you send a new message.
4. Check the bonus screen to see whether an active bonus still holds the balance.
5. Complete any remaining requirement tied to that bonus.
6. Confirm the payout account details match the name on your verified documents.
7. Cancel a duplicate request if two withdrawals for the same amount exist.
8. Avoid starting a new withdrawal while one is still pending.
9. Stay logged in on the same account and avoid opening the cashier on several devices at once.
10. Wait until the account verification is fully complete before you draw conclusions.
11. Note the date and reference of the pending request for a single message to support.

Contact support when the status has not changed after all documents are verified and no bonus is active.

One habit prevents most of these issues: finish verification and claim the offer before you send a deposit, and use the same browser window from start to finish.