You tap the button to claim your welcome bonus or open a game, and the screen shows a loading spinner that never ends or a message that the offer is unavailable. The most common cause is that the site state does not match your account details or your browser session has become stale.

Welcome bonus or free spins not credited

After you opt in, the bonus balance stays at zero or the free spins do not appear in your game. Here is why that happens.

• You did not enter the pokerstars promo code during registration or deposit.
• The deposit was made before you activated the offer.
• Your account is not fully verified, so the bonus is held.
• The offer was already used on another account with the same details.
• A payment method that does not qualify was used for the deposit.

Work through these steps in order.

1. Log out and log back in to refresh your account state.
2. Open the promotions page and check that the offer shows as active.
3. If you registered without a code, contact support before making another deposit.
4. Make sure your profile name and address match your payment details exactly.
5. Complete any pending verification so the bonus can be released.
6. Use only a payment method that the offer allows.
7. Deposit the minimum required amount in a single transaction.
8. Do not deposit again until the first deposit is confirmed on your balance.
9. Check that you did not already claim the same welcome offer on a previous account.
10. Clear your browser cache and cookies, then log in again.
11. Disable any ad blocker or privacy extension for the casino domain.
12. Try a different browser or a private window to rule out local issues.
13. Open the bonus section and confirm the free spins are listed under your active offers.
14. If the spins are missing, note the exact time of your deposit and the offer name.
15. Take a screenshot of the promotions page showing the offer as active.
16. Wait for the bonus to appear after your deposit is fully processed.
17. If nothing changes after a full logout and login cycle, contact support with your screenshots and deposit details.

Contact support if the bonus is still missing after you complete these steps and your deposit is confirmed.

Site and games not loading on a phone

The page stalls on a blank screen, games show a black box, or buttons do not respond on your phone. https://pokerstars.mex.com works through a mobile browser, so the cause is usually local to the phone or the connection.

• Your mobile data or Wi-Fi signal is weak or unstable.
• The browser is outdated or has too many tabs open.
• Cache and cookies are corrupted from a previous session.
• An ad blocker or firewall is blocking game scripts.
• The phone has low memory or the browser is in desktop mode.

Try these steps one by one.

1. Switch between Wi-Fi and mobile data to see if the connection is the issue.
2. Close all other tabs and apps to free up memory.
3. Update your phone browser to the latest version.
4. Clear the browser cache and cookies for the site.
5. Turn off any ad blocker or tracking protection for the casino domain.
6. Disable desktop mode so the site loads its mobile layout.
7. Restart the phone to clear temporary glitches.
8. Open the site in a private or incognito window.
9. Try a different browser to isolate the problem.
10. Check that JavaScript is enabled in your browser settings.
11. Make sure your phone operating system is up to date.
12. Free up storage space if your phone is nearly full.
13. Turn off VPN or proxy services that may reroute traffic.
14. Load a single game instead of the full lobby to test.
15. If games still fail, note the game name and the exact error message.
16. Take a screenshot of the blank screen or error.
17. Contact support if the problem persists across browsers and networks, and include your screenshots and phone model.

Deposit left your bank but not on your casino balance

Your bank shows the money as taken, but the casino balance stays unchanged and the deposit history is empty. The cause is usually a pending transaction or a mismatch between the deposit and your account.

• The bank has not yet sent the funds to the casino.
• The deposit was made to a different account or with a different currency.
• The payment was flagged for a routine security check.
• You used a payment method that is not supported for deposits.
• Your account is not verified, so the deposit is held.

Follow these steps to trace the money.

1. Check your bank statement again after a short wait to see if the transaction is still pending.
2. Log out of the casino and log back in to refresh your balance.
3. Open the deposit history and look for the transaction.
4. Confirm that the deposit amount and currency match what you sent.
5. Make sure the deposit went to the correct account.
6. Check for any error message on the deposit page at the time of payment.
7. Complete any pending verification on your account.
8. Do not repeat the deposit until you confirm the first one failed.
9. If the bank shows the payment as completed, note the reference number.
10. Take a screenshot of the bank transaction and the casino deposit history.
11. Clear your browser cache and try a different browser to rule out display errors.
12. Disable ad blockers and reload the deposit page.
13. Wait for the payment provider to finish its processing cycle.
14. If the balance is still missing after the bank shows a completed payment, gather your bank statement and reference number.
15. Contact support with those documents and the exact deposit time.
16. Contact support immediately if you see duplicate charges on your bank statement.

Identity verification stuck or documents rejected

You upload your ID or proof of address, but the status stays pending or the document is rejected without a clear reason. The cause is usually image quality or a mismatch between the document and your account details.

• The photo is blurry, cropped, or has glare.
• The document is expired or the corners are cut off.
• The name or address on the document does not match your profile.
• You uploaded a file format that is not accepted.
• You sent the same document twice, which restarts the check.

Use these steps to get verification through.

1. Take a new photo in bright, even light without flash.
2. Place the document on a flat surface and capture all four corners.
3. Make sure the text and photo are sharp and readable.
4. Check that the document is not expired.
5. Compare the name and address on the document with your profile and correct any difference.
6. Upload the document as a common image format such as JPG or PNG.
7. Submit only one document per request.
8. Avoid sending the same file again while a check is pending.
9. If you use a phone, hold it steady and tap to focus before taking the photo.
10. Remove any cover or case that casts a shadow on the document.
11. Log out and log back in to see the latest verification status.
12. Check your email for a rejection reason and address it directly.
13. If the reason is unclear, prepare a short note explaining the document.
14. Do not open a second verification request while the first is open.
15. Keep a copy of every document you send.
16. Wait for the review to complete before uploading more files.
17. Contact support with your username, the document type, and the date you submitted it if the status does not change.

Contact support if your documents are rejected more than twice without a clear reason, and include the rejection message.

Keep your profile details, payment methods, and documents consistent from the first deposit. That single habit prevents most bonus, deposit and verification problems.