Why is my PokerStars Casino bonus not showing after I entered a promo code? The most common cause is that the code was typed with a space or wrong character, so the system did not recognise it.
Deposit and withdrawal declined due to limits
The player sees a message that the transaction exceeds a limit or is not allowed. This often happens when the amount is above the player’s own limit, the payment method has a cap, or the account is not fully verified. Other causes include a bonus still being wagered or a recent change to the account’s limits.
- The amount is above the player’s daily or weekly deposit limit.
- The payment method has its own transaction cap.
- The account is not verified for withdrawals.
- An active bonus still has wagering conditions.
- The player recently changed their limit and it has not taken effect yet.
- Check the amount you entered against your own deposit limits in the account settings.
- Try a smaller amount to see if the limit is the cause.
- Make sure your identity documents are approved for withdrawals.
- If a bonus is active, complete the wagering before requesting a withdrawal.
- Switch to another payment method if the current one has a cap.
- Log out and back in to refresh your limit settings.
- For a bonus code issue, enter the code exactly as shown, with no extra spaces, in the bonus section of https://pokerstars-casino.co.com/.
- Remove any expired or incorrect code before trying again.
- Confirm the bonus was added to your balance before you play.
- If the code is rejected, note the exact message shown on screen.
- Contact support with the transaction reference if the decline continues.
Contact support if the same limit message appears for several smaller amounts and your documents are approved.
Withdrawal pending longer than expected
The player sees a pending status on a withdrawal that has not moved to completed. This can happen because the account is under review, documents are missing, or the chosen method needs extra checks.
- The account is not fully verified.
- A bonus is still active with wagering conditions.
- The withdrawal method needs manual approval.
- The request was made during a period of high activity.
- There is a mismatch between the account name and the payment method name.
- Open the withdrawal history and note the exact status and reference.
- Check that your identity documents are approved and up to date.
- Finish any active bonus wagering before the withdrawal can be processed.
- Make sure the payment method is in your own name.
- Cancel and re-request the withdrawal only if the status allows it.
- Keep the confirmation email or screenshot from the request.
- Wait for the pending status to change before making a new request.
- Do not submit multiple withdrawal requests for the same amount.
- If the status has not changed after the stated period, gather your reference number.
- Contact support with the reference and the amount.
- Ask for a clear reason if the withdrawal is returned to your balance.
Contact support if the withdrawal stays pending beyond the period shown in your account and all documents are approved.
Deposit left the bank but not on the casino balance
The player sees the money gone from their bank account but no change on the casino balance. This is often a delay between the payment provider and the casino, or the deposit went to a different account.
- The payment provider has not yet sent confirmation.
- The deposit was made to a different account or username.
- The payment method is not supported for deposits.
- The bank placed a temporary hold on the funds.
- The deposit was declined by the casino but the bank still shows it as pending.
- Check your bank statement for the exact amount and reference.
- Log out and back in to refresh your casino balance.
- Confirm you used the correct username and not an email address.
- Look for a failed or reversed transaction in your casino history.
- Do not repeat the deposit until you see the first one resolved.
- Take a screenshot of the bank transaction.
- Note the time and amount of the deposit.
- If the balance still does not show the funds, keep the reference ready.
- Contact your bank only if the transaction shows as completed but the casino has no record.
- Contact casino support with the bank reference and screenshot if the funds are missing after the stated period.
Contact support if the deposit is marked completed by your bank but does not appear on your casino balance after the stated period.
Site or games not loading on a phone
The player sees a blank screen, a spinning loader, or a game that closes on their phone browser. This is often caused by a weak connection, a browser cache issue, or a game that needs more memory than the phone has free.
- Slow or unstable mobile data or Wi-Fi.
- An outdated phone browser.
- Cached data causing the page to load incorrectly.
- Too many open tabs or low free memory.
- A game that is not supported on the phone browser.
- Switch between Wi-Fi and mobile data to test the connection.
- Close other tabs and apps to free memory.
- Clear the browser cache and cookies, then reload the page.
- Update your phone browser to the latest version.
- Try opening the site in a private or incognito window.
- Disable any ad blocker or content blocker for the site.
- Rotate the phone to landscape and back to refresh the layout.
- Test a different game to see if the problem is specific to one title.
- Restart the phone and try again.
- Contact support with your phone model and browser version if the issue persists across games.
Contact support if the site loads but a specific game fails on two different browsers on the same phone.
Most of these problems start with a typo in a code or an unverified account, so enter codes exactly and keep your documents approved before you deposit.