Many players assume a welcome offer appears on its own after the first deposit, and that belief leaves them staring at an unchanged balance with no free spins and no bonus. The most common cause is a missing or unused promotion code that must be entered before the payment is confirmed.
Welcome offer and free spins missing after signing up
The player finishes registration, makes a first payment, and still sees the full amount sitting alone with no bonus attached to it.
- The promotion code was never entered during registration or the deposit.
- The payment was made before the offer was selected in the account.
- The account details do not match the payment method holder’s name.
- The offer applies only to a first deposit and an earlier payment already used it.
- The bonus was credited to a separate bonus balance the player has not opened.
- Open the account menu and look for a bonus or promotions area before doing anything else.
- Confirm the offer is listed as active rather than pending or expired.
- Check that the code tied to the offer was typed exactly, with no extra spaces.
- Compare the name and address on the account with those on the payment method.
- Look at the bonus balance next to the cash balance; the two are shown separately.
- Select the offer first, then start the payment from the cashier inside the account.
- Keep the confirmation screen from the payment open until it finishes loading.
- Return to the promotions area and refresh the page to see whether the offer now sits there.
- Allow the payment provider to settle the transaction before expecting the credit.
- Clear the browser cache, sign in again, and reopen the bonus section.
- Note the time of the payment and the reference number shown in the cashier.
- Write down what the promotion promised so support can match it to your account.
A pokerstars bonus that stays missing after all of this needs a support ticket with the payment reference and a screenshot of the promotion attached. Signing up through pokerstars.mex.com with the code entered at registration avoids most of these delays, because the offer is attached to the account from the start rather than added afterwards.
Contact support once the payment has settled, the code is confirmed, and the offer still does not appear in the account.
Identity checks stuck or documents turned down
The verification screen keeps returning the same request, or a message says the uploaded document cannot be accepted, and the account stays limited.
- Photos are blurred, cropped, or show glare from a lamp or flash.
- Only one side of an identity document was sent.
- The document has expired or the details differ from the account profile.
- A proof of address is older than the provider accepts or shows a different name.
- The file format or size falls outside what the upload tool takes.
- Read the exact reason attached to the rejection before uploading anything new.
- Place the document flat on a plain surface in bright, even light.
- Photograph the whole document, including all four corners and both sides.
- Avoid flash, shadows, and fingers covering any part of the text.
- Check that the name, date of birth, and address match the account exactly.
- Use the original document, not a photocopy or a screenshot of a scan.
- For proof of address, pick a document that shows your name and full address clearly.
- Upload one file per document rather than combining several pages into one image.
- Keep each file in a common format the upload tool accepts and below its size cap.
- Submit and wait for the review to finish before sending the same document again.
- If a second document is requested, send a different type rather than a new photo of the same one.
- Store copies of everything you sent, with the date of each upload.
Reach out to support when the same valid document is refused more than once or the review has not moved for a long stretch.
Site and games failing to load on a phone
The lobby opens slowly, a game freezes on its loading screen, or the page drops back to the sign-in form mid-session.
- The phone browser is out of date or running in a restricted mode.
- A weak or unstable mobile connection drops the game stream.
- Cached data from an earlier session conflicts with the current page.
- Too many tabs or background apps are competing for memory.
- A network filter, firewall, or content blocker is interrupting the connection.
- Close every other tab and app, then reload the page in the phone browser.
- Switch between Wi-Fi and mobile data to see which connection holds up.
- Move closer to the router or try a different spot if the signal is weak.
- Clear the browser cache and cookies, then sign in again.
- Update the browser to its latest version through the phone’s store.
- Turn off any content blocker or private browsing mode for the session.
- Disable battery-saving mode, which can pause background connections.
- Restart the phone to free memory before opening a game.
- Open the game in a fresh tab rather than resuming a saved one.
- Try a second browser to see whether the issue follows the browser or the connection.
- Note which games fail and whether the lobby itself loads.
- Check that the phone’s date and time are set automatically, since a wrong clock can break secure pages.
Contact support when the lobby loads but the same games fail on two different browsers and two connections.
Payment taken but balance unchanged
The bank shows the money gone, yet the cash balance in the account has not moved and no pending credit is listed.
- The payment is still being processed between the bank and the provider.
- The transaction was started but never fully confirmed in the cashier window.
- The payment went to an account detail that differs from the one now signed in.
- A bank-side hold or security review paused the transfer.
- The cashier page was closed before the final confirmation step.
- Take a screenshot of the bank statement line showing the payment.
- Sign in and open the transaction history in the cashier.
- Look for the payment marked as pending rather than failed.
- Refresh the cashier after a short wait to see whether the status changes.
- Confirm the payment was sent to the same account you are signed into.
- Check that no second account exists with a similar name.
- Ask the bank whether a hold or review is sitting on the transfer.
- Keep the reference number from both the bank and the cashier side.
- Avoid repeating the payment until the first one is resolved.
- Note whether the withdrawal or deposit area shows the amount as reserved.
- Save the confirmation email from the payment provider if one arrived.
- Record the exact time the money left the bank.
Contact support when the cashier shows nothing after the bank confirms the payment has left and no pending entry appears.
Enter any promotion code before confirming a payment, and keep the account name identical to the payment method; this single habit prevents most bonus, verification, and deposit issues at once.
