“Why has my PokerStars casino bonus not appeared yet?” is the question players ask most often, and the usual cause is that a reward condition was not met before the offer was claimed. A second common reason is that the account was still unverified when the bonus was due to land.

Welcome bonus and free spins missing after claiming

The player claims a welcome offer or spins and the balance stays the same, with no message explaining why. On PokerStars casino, many of these cases come down to one unconfirmed condition rather than a lost reward.

• The offer was claimed after the window in which it could be activated had already passed.
• One or more qualifying steps, such as a first deposit or a specific game type, were not completed.
• The account still has an unfinished identity check, so the reward stays on hold.
• Free spins were credited to a single game and are not visible in the general balance.
• A duplicate account or a shared payment method blocked the offer automatically.

1. Open the promotions area of your account and find the offer you claimed. Read which conditions were attached to it and note the ones that apply to you.
2. Confirm the qualifying step was actually completed, such as a deposit that went through or a game that belongs to the promoted category.
3. Look for spins inside the named game rather than in the main wallet, since they often sit apart from cash.
4. Finish any pending identity step, because rewards are held until the check closes.
5. Log out and back in once, then check the reward section again in case the credit was delayed.
6. Note the name of the offer and the moment you claimed it before you ask for help.

Contact support when every listed condition is clearly met and nothing has changed after a fresh login, and include the offer name so the team can trace it. Players who want the full picture of how rewards behave on learn more can read the offer rules before claiming.

Documents rejected or identity check stuck for days

The account shows an open verification request and the status does not move, or a submitted document comes back marked as not accepted. Most rejections are about picture quality or a mismatch between the document and the account details.

• The photo is blurry, cropped or shows glare across the text.
• A corner of the document or the photo page is covered by a finger or a shadow.
• The name, date of birth or address differs slightly from what was entered at sign-up.
• The proof of address is older than the period the operator accepts.
• The file format or size is outside what the upload form takes.

1. Compare the name and address on your account with the document word for word, including middle names and accents.
2. Retake the photo in daylight on a flat surface, with all four corners visible and no flash reflection.
3. Send the full page rather than a close-up of one part, and keep the edges inside the frame.
4. Use a recent utility bill or bank statement for the address proof and make sure the date is readable.
5. Upload each document once, then wait instead of sending the same file repeatedly, since duplicates slow the queue.
6. Keep the original files until the check is closed, in case a second copy is requested.

Contact support when a document was accepted by the upload form but the status has not changed and no reason was given, and mention which file you sent.

Casino lobby or games failing to load in a phone browser

The page stays half-loaded, a game shows a blank screen, or the lobby spins without opening anything on the phone. These faults usually sit in the browser session or the connection rather than in the account.

• A cached or outdated version of the page is being served by the browser.
• The connection dropped or switched between mobile data and Wi-Fi mid-load.
• Other tabs and background apps are using the memory a game needs.
• An ad blocker or privacy extension is stopping a script the game relies on.
• The browser itself is an old version that no longer runs the game code.

1. Close every other tab, then reload the lobby once from a fresh page.
2. Clear the browser cache and cookies for the site, and sign in again.
3. Switch off any content blocker for the site and reload the game.
4. Move to a stable connection and avoid switching networks while a game is opening.
5. Update the phone browser to its current version, then try a game in a different category to see whether the fault is with one title or all of them.

Do not share your login code or password with anyone who offers to fix loading problems for you. Contact support when one specific game fails while others open normally, and name that game.

Before you claim any new offer, take a moment to confirm that your identity check is complete and that you are signed in through one browser session; that single habit prevents most missing credits and stalled checks.