The bonus meter shows zero after you tap claim, or a spinning wheel sits over the game screen on your phone. The usual cause is that a condition tied to your account or connection has not been met, so the system treats the request as incomplete.
Games and pages that fail to load on a phone
Players tapping a Pokerstars casino promotions tile on a phone often see a blank panel or a game that freezes at the loading bar, while the lobby itself may still open. Likely causes include:
- an unstable mobile data or Wi-Fi signal;
- a stale browser cache holding an old version of the page;
- a browser that blocks scripts the game needs;
- a device with low free memory;
- a game that is not offered in the player’s region.
Work through these steps:
- Switch between Wi-Fi and mobile data to see which connection loads the lobby. A page that loads on one but not the other points to the network.
- Close every other tab and background app on the phone. Free memory lets the game finish loading.
- Clear the browser’s cache and cookies, then sign in again. Old files are a common reason a page shows outdated content.
- Turn off any content blocker for the site. A blocked script stops the game before it starts.
- Restart the phone and the browser. This resets the connection and clears temporary errors.
- Try the same game on another device on the same network. If it loads there, the problem is the first device.
- Note the error text or the game name before you ask for help. That detail speeds up the fix.
Contact support when the lobby and games fail on more than one device and network, or when an error message appears every time you tap a game.
A deposit that left the bank but is not on the balance
The bank shows the charge, yet the casino balance stays the same and the bonus screen still shows an unmet deposit condition. Likely causes include:
- the payment was sent but the casino has not received confirmation yet;
- a deposit that is still pending review on the payment side;
- a payment method that does not match the name on the account;
- the deposit was made to a different account by mistake;
- a failed transfer that the bank will reverse.
Follow this order:
- Refresh the balance and the transaction history after signing out and back in. A fresh session shows newly posted entries.
- Compare the amount, the method and the reference number on the bank statement with the record in your account history.
- Open the pending deposit section and read the status line. A pending label means the payment is still being confirmed.
- Check that the payment method belongs to you and matches your account name. A mismatch holds the deposit for review.
- Keep the bank receipt or screenshot ready before contacting anyone. Support will ask for the reference.
- Do not send a second deposit to the same place while the first is pending. A duplicate can complicate the review.
- Use the account’s support channel and give the reference number, amount and method.
Contact support when the bank confirms the money left and the account history shows no pending or completed entry after a reasonable wait.
Identity checks that stall or documents that are rejected
The verification screen stays on “pending” or returns a rejection note next to an uploaded document, and withdrawals remain blocked. Likely causes include:
- a photo that is blurred, cropped or has glare;
- a document that has expired;
- a name or address that differs between documents and the account;
- a file format or size the uploader cannot read;
- a document type that does not match the request.
Work through these steps:
- Photograph the document flat on a table in good light. Shadows and angles are the main reasons a photo is refused.
- Check that all four corners and the text are visible. A cropped edge hides the information the check needs.
- Confirm the document is still valid. An expired document is rejected before any review starts.
- Match the name and address exactly to the account profile. A middle name or a recent move is a common mismatch.
- Upload one document per request instead of several at once. Mixed files confuse the review.
- Save the file in a common image or PDF format. Unusual formats may not open on the review side.
- Look at the rejection note for the exact reason, then correct that one thing before uploading again.
Contact support when the same corrected document is refused more than once, or when the pending state does not change after a reasonable period.
Welcome bonus or free spins that never arrive
After sign-up or a qualifying deposit, the bonus screen stays empty and the free spins counter shows nothing. Likely causes include:
- the bonus was not selected or claimed before the deposit was confirmed;
- a deposit method or game that does not qualify for the offer;
- the account already had a welcome offer in the past;
- an identity check still pending, which holds the bonus;
- a delayed update between the casino and the bonus system.
Work through these steps:
- Open the bonus screen and look for a claim button or an unclaimed entry. A bonus that was never claimed stays inactive.
- Read the offer’s conditions for the qualifying deposit and the games that count. A method or game outside the list does not trigger the bonus.
- Note whether the account has used a welcome offer before. A second welcome offer is not granted.
- Clear the pending identity check first. A bonus can be held until verification completes.
- Sign out, refresh, and sign back in. The bonus list reloads from the server.
- If you want to see how Pokerstars structures its offers, the bonus screen shows each requirement in plain language before you claim it — and Pokerstars bonus lists the current promotions for players in Canada.
- Keep a screenshot of the offer you tapped and the time you claimed it. That record helps support trace the claim.
- Contact support when a claimed welcome offer has not appeared and no pending check is shown on the account.
Contact support when a claimed welcome offer has not appeared and no pending check is shown on the account.
Quick Reference
The table below pairs each problem with its usual cause and the first thing to check.
| Problem | Usual cause | First check |
|---|---|---|
| Games will not load on a phone | Weak connection or stale cache | Load the lobby on another network |
| Deposit missing from balance | Payment still pending confirmation | Compare the bank reference with your history |
| Identity check stuck or rejected | Blurred, expired or mismatched document | Re-photograph the document in good light |
| Welcome bonus or spins not credited | Offer not claimed or deposit did not qualify | Look for a claim button on the bonus screen |
| Free spins counter empty | Spins tied to a game not opened yet | Open the game named in the offer |
Each row points to the check that costs the least time, so start there before contacting anyone. A network change answers most loading questions, because it separates the device from the connection. The deposit row reminds players that a bank charge and a casino credit are two separate records that meet in the middle. For documents, the first check is always the photo itself, since most rejections come from the image, not the account. The bonus rows show that a claim step and a qualifying deposit must both happen before the credit appears. Players in Canada should also note that Pokerstars Canada offers may differ from other regions, so the offer text on the screen is the one that applies.
Before you tap any offer, claim it on the bonus screen and let identity checks finish first; that single habit prevents most missing-credit and blocked-withdrawal cases.
