PokerStars Login, KYC and Bonus Fixes: Troubleshoot Common Player Issues

You mistyped your password once, and now the screen shows a locked account instead of the lobby. That lock usually comes from too many failed login attempts in a row.

Identity verification is stuck or documents are rejected

The player sees a pending verification message that does not clear, or a rejection notice for an uploaded document.

• The photo is blurry or the edges of the document are cut off.
• The name on the document does not match the account name.
• The document has expired or is a type the operator does not accept.
• The player uploaded a screenshot instead of a photo of the original.
• Part of the document is covered by a finger or a glare.

1. Open the verification area of the account and note which document is requested.
2. Take a new photo in bright, even light without a flash.
3. Place the document on a flat, dark surface so all four corners are visible.
4. Make sure no finger, shadow or reflection covers the text or the photo.
5. Check that the name and date of birth on the document match the account details exactly.
6. Upload the front and the back if the document has information on both sides.
7. Use the original document, not a photocopy or a screenshot.
8. Submit one clear set of images rather than several attempts at once.
9. Wait for the review to finish before uploading anything else.
10. If a document is rejected, read the rejection reason and fix only that issue.
11. Keep the file size within what the upload form accepts.
12. Contact support when a clear, valid document is rejected more than once without a stated reason.

The welcome bonus or free spins did not arrive

The player finishes the sign-up steps and sees a normal balance with no bonus and no free spins.

• The bonus code was typed with an extra space or a wrong character.
• The deposit was made before the code was entered.
• The promotion requires a first deposit and the player made a later one.
• The account was not yet verified when the deposit landed.
• The bonus was already used on an earlier account.

1. Open the promotions area and check that the offer is still active for new players.
2. Compare the code you typed with the code shown for the offer, character by character.
3. Enter the code in the bonus field before confirming the deposit, not after.
4. Make the deposit that the offer requires as the first deposit on the account.
5. Finish the identity check so the bonus can be linked to a verified account.
6. Return to the promotions area and refresh the page.
7. Check the bonus section of the account separately from the cash balance.
8. If free spins are part of the offer, open the game named in the promotion.
9. Make sure the deposit method you used is allowed for that offer.
10. Do not start another welcome offer on the same account while this one is pending.
11. Contact support when the code was correct, the deposit qualified, and the bonus still does not appear.

Login fails or the account is locked after failed attempts

The player enters the password and sees an error, then a locked message after several tries on the PokerStars login screen.

• The password was typed with Caps Lock on or with a wrong keyboard layout.
• Too many failed attempts triggered a temporary lock.
• The email or username used at login is not the one on the account.
• A password manager filled in an old password.
• The account was restricted for a security review.

1. Turn off Caps Lock and type the password slowly in the password field.
2. Check the keyboard language on your device before typing again.
3. Clear the saved password in your browser so the old one is not filled in.
4. Try the username instead of the email, or the email instead of the username.
5. Stop after a few failed tries so the lock does not extend.
6. Use the password reset option and follow the link sent to your email.
7. Open the email on the same device you use for the casino and complete the reset there.
8. Set a new password you have not used on this account before.
9. Log in through poker-stars.it.com on your phone browser or computer once the reset is done.
10. If a security check appears, complete it before trying the lobby.
11. Check that your email inbox is not filtering messages from the operator.
12. Contact support when the reset email does not arrive or the lock remains after a successful reset.

A deposit or withdrawal is declined because of limits

The player submits a deposit or withdrawal and gets a message that the amount is outside the allowed limits.

• The amount is above or below the limit set for the account.
• The payment method has its own minimum or maximum for the transaction.
• The account level limits withdrawals until verification is complete.
• Several transactions in a short period reached a daily or weekly cap.
• The withdrawal is larger than the amount available after pending bets.

1. Read the exact message shown and note which limit it names.
2. Lower or raise the amount to fit within the stated range.
3. Check the limit shown for the payment method you selected.
4. Complete the identity check if the message points to an unverified account.
5. Split a large withdrawal into amounts that fit the limit, if the operator allows it.
6. Wait for pending bets to settle before requesting the full balance.
7. Remove any active bonus that restricts withdrawals before you retry.
8. Try a different payment method that supports the amount you need.
9. Avoid sending several requests in a row while one is still pending.
10. Confirm that your payment account name matches the name on the casino account.
11. Keep a note of the declined request reference for support.
12. Contact support when the amount is within the stated range and the request is still declined.

Finish identity verification before your first deposit, and most bonus, login and withdrawal problems will not appear at all.