„Why is my withdrawal still pending and where is my bonus?” A pending withdrawal most often sits in the queue because the payout request has not cleared the account’s own review yet, and a missing bonus usually traces back to a reward that was never claimed in the first place. The four problems below cover most of what players run into with money and access.

Withdrawal stuck as pending for longer than expected

The player opens the cashier, sees the withdrawal labelled pending, and watches the balance stay frozen while nothing moves.

• A payout request that failed an internal account review.
• Identity documents that were never submitted or were rejected.
• Unfinished wagering on an active bonus holding the funds.
• Payout details that do not match the player’s registered name.
• Several withdrawal requests queued at the same time.

1. Open the cashier and confirm the request status reads pending rather than cancelled.
2. Check whether any bonus on the account still has wagering left to complete.
3. Finish those bonus requirements before requesting the payout again.
4. Make sure your full name on the account matches the name on the payout method.
5. Submit a clear photo of your ID and a recent proof of address if asked for them.
6. Confirm the document is readable, uncropped and shows the corners.
7. Cancel any duplicate request for the same amount.
8. Leave a single request in place so the review is not restarted.
9. Reopen the cashier and confirm the amount still matches what you asked for.
10. Keep the balance untouched while the request is under review.
11. Use the support channel inside the account for a status update.
12. Contact support if the request stays pending after the account has met every condition and no document request is open.

Reach out to support once the payout is still pending with all documents approved and no bonus wagering outstanding.

Welcome bonus or free spins missing from the balance

The player registers or deposits expecting the welcome reward and then sees nothing added to the balance or the bonus wallet.

• The reward was never claimed in the bonus section.
• A bonus code was left out of the deposit form.
• The deposit was made with a method the offer does not support.
• A prior bonus on the account still blocks the new reward.
• The offer applies to a first deposit that was already used.

1. Open the promotions or bonus area and check for an unclaimed reward waiting there.
2. Claim it with the button shown next to the offer.
3. If a code is required, enter it in the bonus field before confirming the next deposit.
4. Use a payment method that the offer accepts.
5. Clear any active bonus from an earlier deposit first.
6. Make the qualifying deposit as a fresh payment, not a transfer.
7. Wait for the deposit to show on the balance before checking the bonus wallet.
8. Look in both the cash balance and the separate bonus balance.
9. Confirm the account is fully registered rather than still in sign-up.
10. Take a screenshot of the offer page and the deposit receipt.
11. Repeat the claim step once, then stop retrying.
12. Contact support if the offer was claimed correctly with an eligible deposit and the reward never arrived.

Write to support once you have the claim confirmation and the deposit receipt ready to attach.

Deposit left the bank but the casino balance stayed the same

The player sees the payment leave the bank account while the balance in the casino still shows the amount from before.

• The deposit is still travelling between the payment provider and the account.
• The payment was declined and is on its way back to the bank.
• A saved payment detail expired and the charge was reversed.
• The deposit went to a second account under a different email.
• An account restriction is holding incoming funds.

1. Refresh the balance from the cashier rather than the lobby screen.
2. Check the transaction history for the deposit timestamp and status.
3. Confirm the payment method used matches the one that was charged.
4. Look for a second account created with another email address.
5. Check the email inbox for a message from the payment provider.
6. Confirm no bonus purchase or fee could explain part of the charge.
7. Save the bank statement line showing the outgoing payment.
8. Note the reference number printed next to the charge.
9. Open Pokerstars app on the same device and compare the balance shown there.
10. Repeat the check after the payment provider has settled the charge.
11. Do not send a second deposit until the first one is located.
12. Contact support if the bank shows the charge settled and the balance still does not include it.

Contact support once the charge is settled at the bank and the account history shows no matching deposit.

Games failing to load on a phone browser

The player taps a game on a phone and gets a blank screen, a spinning loader, or a table that freezes mid-hand.

• A weak or unstable mobile connection.
• A browser cache holding an old version of the page.
• A browser that is out of date or missing support for the game.
• Several tabs or background apps consuming memory.
• An ad blocker or privacy extension interrupting the game script.

1. Switch from mobile data to Wi-Fi, or the other way around, and reload.
2. Clear the browser cache and cookies for the site.
3. Update the phone browser to its newest version.
4. Close other tabs and background apps before opening a game.
5. Turn off ad blockers and privacy extensions for the site.
6. Open the game in a private or incognito window.
7. Restart the phone, then reopen the browser.
8. Try a different browser on the same phone.
9. Stay on the browser rather than a wrapper tool, since mobile play runs there.
10. Avoid opening several games at once.
11. Return to the lobby and relaunch the single game.
12. Contact support if one specific game fails while every other game opens normally.

Contact support once a single game keeps failing across two browsers and both network types.

Quick Reference

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

Most pending withdrawals clear once the account review ends, so confirm no document request is open before writing to support.

Bonus issues often resolve themselves at the claim step, because the reward exists but was never activated on the account.

A deposit in transit usually appears in the history with a timestamp, which tells you it was received and is being processed.

Loading failures are usually local, so a private window on a stable connection separates phone problems from game problems.

Keeping a screenshot of each cashier screen gives support the details it needs on the first reply.

Using one account, one payment name and one browser for every session removes most of these causes before they start.

Do every cashier action on a stable connection and from a single account, and confirm each step on screen before moving to the next, which prevents most pending withdrawals, missing credits and loading faults.