A player who assumes a rejected document means the account is closed waits for nothing and loses days while the screen still shows the same pending review. Most of these stalls come from small mismatches between what was entered and what the document shows.
KYC documents that stay stuck or come back rejected
The player sees a pending review banner that does not move, or a rejection note that names no clear reason.
- Names or dates on the document differ from the account details.
- A photo is cropped, blurred or shows glare across the text.
- The document has expired or the address document is older than the accepted window.
- Only one side of a two-sided document was uploaded.
- The address proof shows a different person or a different address.
- Open the account profile and compare the name, date of birth and address with the document, letter by letter.
- Correct any spelling difference in the profile before uploading again.
- Take a fresh photo in daylight with the whole document inside the frame.
- Keep all four corners visible and avoid any shadow over the text.
- Upload both sides of an identity card, even when only one side carries the photo.
- For address proof, pick a document that shows the same name and address as the profile.
- Send the files in the format the upload field accepts, not a screenshot of an email.
- Submit everything in one batch rather than one file at a time.
- Wait for the review to finish before uploading again, because a second batch can restart the queue.
- Keep the original files until the review shows as complete.
Contact support when a document is clearly legible and matches the profile but the review stays open with no change.
A welcome bonus or free spins that never arrived
The player finishes the sign-up and sees the balance unchanged, with no free spins listed in the bonus area.
- A required opt-in box was not ticked before the first deposit.
- The deposit was made with a method excluded from the offer.
- The bonus code was typed with the wrong characters or left out.
- The account was opened earlier, so the welcome offer no longer applies.
- Free spins sit in a separate section and were never activated.
- Open the bonus or promotions area and check whether the offer is listed as pending rather than missing.
- Confirm the offer was switched on before the deposit, not after.
- Compare the method used for the deposit with the methods the offer accepts.
- Re-enter any code exactly as shown, with no extra spaces.
- Activate the free spins from the bonus list so they move into the account.
- Check whether a second active bonus is blocking the welcome offer.
- Keep the code confirmation and the deposit receipt together.
- If the offer was missed, ask support whether a manual credit is possible before depositing again on the same offer.
- When playing through PokerStars, keep one active offer at a time so credits and spins post to the right place.
- Players who prefer the browser can use pokerstars.cn.com without installing anything, and the bonus area works the same there.
Contact support when the opt-in, the method and the code were all correct and the bonus still does not appear.
Withdrawals that stay pending past the expected point
The player sees a pending status that does not move to processed, even though the request was accepted.
- The identity review is still open, so the payout is held back.
- A bonus on the account still needs play before the balance can leave.
- The payout method was changed shortly before the request.
- The requested amount sits above the level a single request can release.
- A second request was submitted and one of them is queued behind the other.
- Check the account status first, because an open review blocks every payout.
- Look at the bonus list and confirm no offer is still in play.
- Leave the request in place instead of cancelling and resubmitting it, which sends it to the back of the queue.
- Confirm the payout method matches the one used for deposits where the account requires that.
- Split a large request into a smaller one if the amount is the blocker.
- Make sure only one withdrawal request is open at a time.
- Recheck the account details after any name or address change.
- Keep an eye on the status field rather than on the balance, which can update before the payout does.
- Note the point at which the request was accepted, so support has a clear start.
- Avoid starting new bonus play while a payout is pending.
Contact support when the account shows no open review and no active bonus but the request has not changed status.
Deposits and withdrawals declined by account limits
The player sees a decline message tied to limits, even though the balance and the method are in order.
- The amount is above the single-transaction ceiling on the account.
- The total moved over a period has reached the account’s own limit.
- A personal limit was set earlier and never lifted.
- The chosen method carries a lower ceiling than the amount requested.
- Repeated attempts in a short space trigger a temporary block.
- Read the exact wording of the decline, which often names the type of limit rather than a general failure.
- Open the account limits page and check each ceiling against the amount.
- Reduce the amount to fit under the single-transaction ceiling.
- If a periodic limit is reached, wait for the period to reset rather than retrying.
- Review any personal limit and adjust it if it was set by mistake.
- Switch to a method whose ceiling fits the amount.
- Attempt the transaction once, then stop, so the temporary block has time to clear.
- Check that no other transaction is still unsettled and holding part of the limit.
- For a payout, confirm the amount is also above any minimum the account applies.
- Keep the decline reference together with the amount and the method used.
- Repeat the transaction only after the limit or the amount has changed.
Contact support when the amount fits every limit shown on the account and the decline still repeats.
Keep the profile details identical to the documents from the first day, and most of these blocks never start.