Your Pokerstars account shows a pending verification badge that never clears, and the most common cause is a mismatch between the name on your profile and the name on the documents you uploaded. The same badge can also appear when a document photo is blurry or cropped.

Verification That Stalls or Documents That Get Rejected

You upload a document and the status stays at pending or switches to rejected without a clear reason.

• The name on your profile differs from the name on the document.
• The document photo is blurry, cropped, or has glare.
• The document is expired or a type the casino does not accept.
• You uploaded a screenshot instead of a photo of the original.
• Part of the document is covered by your hand or another object.

1. Open your profile and compare the full name and date of birth with your document. Correct any difference before you upload again.
2. Take a new photo in daylight with the whole document inside the frame. Hold the phone steady and avoid shadows.
3. Make sure all four corners and the text are sharp. A blurry edge is a common reason for rejection.
4. Use the original document, not a photocopy or a screenshot. The casino needs to see the physical document.
5. Upload one document at a time and wait for the status to change before adding the next. Sending several at once can confuse the review.
6. If you use Pokerstars casino, keep the same name and address on your profile as on your bank statement. A different address can trigger a second review.
7. Check that your document is not expired. An expired ID is rejected even if the photo is perfect.
8. After a rejection, read the reason shown in your account and fix only that issue. Re-uploading the same file will fail again.
9. If the status has not moved after you fixed the issue, contact support and describe the document you sent. Include the date you uploaded it.

Contact support when you have corrected the name, uploaded a clear original document, and the status still shows pending or rejected.

Deposits and Withdrawals Declined by Limits

A payment is declined and the message points to a limit rather than to your bank.

• The amount is above the limit set for your account level.
• You have reached a deposit or withdrawal limit for the day or week.
• Your account is new and a lower limit applies until verification is complete.
• A self-imposed limit from your responsible gaming settings is active.
• The payment method you chose has its own cap that is lower than the casino limit.

1. Open the cashier and note the exact limit message. It tells you which limit was hit.
2. Compare the amount you entered with the limit shown for your account. Reduce the amount if it is above the cap.
3. If you set a responsible gaming limit, review it in your account settings. That limit overrides other options.
4. Complete any pending verification, because a verified account can have higher limits.
5. Try a smaller amount first to confirm the payment method works. Then adjust to the limit.
6. For withdrawals, split the request if the total is above the withdrawal cap. Each request must stay within the limit.
7. Use a payment method in your own name. A method registered to someone else is declined.
8. If the limit message mentions your account level, contact support to ask how the level is raised.
9. Write down the message and the amount you tried. Support can act faster with those details.

Contact support when the amount is clearly below every limit you can see and the payment is still declined.

Deposit Taken by the Bank but Missing from the Balance

Your bank shows the payment as completed, but the casino balance has not changed.

• The payment is still being processed between the bank and the casino.
• The deposit went to a different account than the one you are viewing.
• The payment was made with a method that requires manual review.
• A bonus or pending wager is holding the funds until a condition is met.
• The bank marked the payment as pending rather than completed.

1. Refresh the cashier and log out and back in. The balance sometimes updates after a new session.
2. Check the transaction history in your account for a matching deposit entry.
3. Confirm you are logged into the correct account, especially if you have more than one.
4. Look at any active bonus and its conditions. Some bonuses hold the deposit until you accept them.
5. Ask your bank whether the payment is completed or still pending. A pending payment is not lost.
6. Save a screenshot of the bank transaction and the casino history side by side.
7. Wait for the payment to move from pending to completed before you report it as missing.
8. If the bank shows completed and the casino shows nothing, contact support with both screenshots.
9. Do not send a second deposit to replace the missing one. That can double the amount taken.

Contact support when the bank confirms the payment is completed and no matching entry appears in your casino history.

Site and Games Failing to Load on a Phone

Pages load slowly, games freeze, or the screen stays blank on your phone browser.

• A weak or unstable mobile connection.
• An outdated browser or an old cached page.
• Too many tabs or apps open in the background.
• A game that needs more memory than your phone has free.
• A network that blocks or slows game content.

1. Switch between Wi-Fi and mobile data to see which one loads the page. Use the one that works.
2. Close other tabs and apps before you open a game. Free memory helps the game run.
3. Clear the browser cache and cookies, then reload the page.
4. Update your phone browser to the latest version available for your device.
5. Turn off any content blocker or private DNS for the casino page. These can stop game files from loading.
6. Try a different browser to check whether the problem is specific to one.
7. Restart your phone, then open the site again in the browser.
8. If one game fails but others load, note the game name. The issue may be with that game alone.
9. Take a screenshot of any error message and contact support with your phone model and browser name.

Contact support when other websites load fine on the same phone and only the casino pages fail.

Quick Reference

The table below lists each problem with its usual cause and the first check to make.

A name mismatch is the most frequent reason a document is rejected, so fix that before uploading again. Limit declines are solved by reading the message, not by retrying the same amount. Missing deposits usually resolve once the bank marks the payment completed. Mobile failures are often fixed by clearing the cache or changing the network. A withdrawal can be held while verification is open, so finish that step first. Keeping your profile details identical to your bank details prevents most of these issues.

Before you upload anything or move money, make sure the name, address, and date of birth on your profile match your documents and your bank exactly.