You opened the cashier to see the free spins never appeared, and the welcome bonus still shows as “not claimed.” The most common cause is a missed qualifying step in the promotion, such as entering a code or meeting the deposit rule.

Welcome Bonus or Free Spins Not Credited

Your screen shows the offer as “pending” or “inactive” even after you made the deposit.

• The bonus code was not entered during the deposit.
• The deposit amount was below the required minimum for the pokerstars casino bonus.
• You used a payment method that is excluded from the promotion.
• The bonus was already claimed on a previous account.

1. Check the promotion page for the exact code and wording of the offer.
2. Log out and log back in, then open the cashier again to see if the status updates.
3. Review the deposit history to confirm the transaction was completed.
4. If a code is required, make a new deposit with the code exactly as shown, including capital letters.
5. Use a payment method that commonly qualifies, such as a debit card or e-wallet.
6. Wait a short period after the deposit; some bonuses credit within minutes.
7. Open the “My Offers” section and click “Claim” if the button is present.
8. Check if the bonus requires you to opt in before depositing.
9. Compare the deposit amount and time against the promotion’s stated window.
10. If free spins are part of a game-specific offer, launch that game and look for a pop-up.
11. Clear your browser cache and reload the casino lobby.
12. If the status still shows inactive, contact support with your deposit reference and the offer name.

When the bonus is still missing after these steps, support can manually credit it. For ongoing promotions, remember that pokerstars casino promotions often have a time limit, so act within the valid period. If you need to compare offers, pokerstars-casino.co.com is a useful reference.

Withdrawal Pending Longer Than Expected

Your withdrawal shows “Processing” and stays that way for days with no email.

• Identity verification (KYC) was not completed.
• The withdrawal was made to a method that does not support instant payouts.
• You had an active bonus with wagering requirements left.
• The amount exceeds your daily or weekly cashout limit.

1. Log in and open the “Profile” or “Verification” section.
2. Upload a clear photo of your government ID and a proof of address.
3. Make sure the name on the documents matches your account exactly.
4. Check your email for a request for additional documents.
5. Review your active bonuses; if you have a pending wager, finish it or cancel the bonus.
6. Confirm the withdrawal method is the same one you used for the deposit.
7. Look at the cashier to see if the status changed from “Pending” to “Processing.”
8. If the method is a bank transfer, expect a longer handling time.
9. Check if you need to approve the withdrawal again via an email link.
10. Go to the transaction history and note the exact date and time of the request.
11. If the status has not changed after several business days, contact support with that reference.

Once you have verified your account, future withdrawals will move faster. Contact support if the status stays “Pending” longer than the displayed processing time.

Deposit or Withdrawal Declined Due to Limits

The screen shows “Transaction declined due to your current limit” when you try to pay or cash out.

• You have a deposit limit set that is lower than the amount.
• The withdrawal exceeds your maximum cashout per transaction.
• Your country or payment method has a regulatory ceiling.
• The gambling authority has a maximum monthly deposit cap.

1. Log in and go to “Responsible Gaming” or “Limits.”
2. Check your daily, weekly, and monthly deposit limits.
3. Lower limits can block a single large deposit; wait for the period to reset.
4. If the limit is too low, request an increase—it may take effect after a cooling-off period.
5. For withdrawals, split the amount into smaller requests if allowed.
6. Verify that the limit is not set to zero, which blocks all transactions.
7. If you used a credit card, try a different method like an e-wallet.
8. Check your account balance to ensure you have enough funds for the withdrawal.
9. Review any active pokerstars canada specific limits if you are in that region.
10. Consider using a payment method without daily limits, but this depends on your region.
11. If the decline persists, contact support and ask for the exact limit that triggered it.

Limits are often there to protect you, so only raise them if you are comfortable. Support can tell you which limit is blocking the transaction.

Cannot Log In or Account Locked After Failed Attempts

You see “Account temporarily locked. Try again in 15 minutes” after entering your password incorrectly several times.

• You have Caps Lock on or the password contains numbers.
• Someone tried to access your account with a wrong password.
• Your browser saved an old password.
• Two‑factor authentication (2FA) is required but you cannot generate the code.

1. Wait the full lockout period before trying again.
2. Use the “Forgot Password” link to reset your password.
3. Check that the email address you use is the one you registered with.
4. Clear your browser autofill and type the password manually.
5. If 2FA is on, open your authenticator app and enter the current code.
6. Ensure your device time is correct; a time mismatch can break the 2FA code.
7. Try logging in from a private browser window to rule out cache issues.
8. Do not use a password from an old email notification; use your current one.
9. If the account remains locked after the timer, click “Support” on the login screen.
10. Provide your username and a recent deposit amount to verify identity.
11. After support unlocks it, enable 2FA and log in immediately to secure your account.

If the lockout continues after a password reset, support can restore access after verifying your identity.

Quick Reference

Here is a simple table to find the first check for each common issue.

The first check in the table solves the problem most of the time. A missing code is the top reason bonuses fail. KYC delays are the main cause of pending withdrawals. Limits are often set long ago and forgotten. Lockouts usually happen after a few wrong attempts. Time drift is a frequent 2FA issue.

Keep your account details up to date and read the promotion requirements once before depositing.