A deposit marked as sent by your bank sits missing from your balance, and the most common cause is a payment still moving between the two systems or one routed to an old account reference. The amount has left your side, but the casino has not yet matched it to your player account.

Money taken from the bank but missing from the balance

You see your bank confirm the payment while the casino balance stays the same. Several things can delay the match.

• The payment is still moving between the bank and the casino.
• The deposit was sent to an old card, wallet or account reference.
• The casino account details do not match the name on the payment.
• A pending payment is held for a routine review.
• The payment was completed at the bank but never reached the casino system.

1. Wait a short while and refresh the cashier page before doing anything else.
2. Open your banking history and keep the exact payment reference visible.
3. Compare the payment details with the ones saved in your pokerstars.cn.com/ account.
4. Confirm the bank shows the payment as completed, not only authorised.
5. Check that the name on the payment matches the name on your account.
6. Close the cashier, sign in again and reopen it to load the current balance.
7. Look for a note in your account messages that the deposit is under review.
8. Gather a screenshot of the bank transaction and your account details.
9. Contact support with that reference if the amount has not appeared.

Contact support as soon as the bank shows the payment as completed and the balance still does not include it.

Games and pages that will not load on a phone

The lobby opens but a table stays blank, freezes or shows a loading wheel that never stops. Usually the phone browser, the connection or a stale session is at fault.

• An unstable mobile connection drops the game files mid-load.
• The browser is out of date or blocks active content.
• Cached files from an earlier session conflict with the current page.
• Too many open tabs use up the phone’s memory.
• A background app interrupts the browser.

1. Close every other tab in the browser and reload the page.
2. Switch from mobile data to Wi-Fi, or the other way round, and try again.
3. Clear the browser cache and cookies for the site.
4. Update the browser to its current version and reopen the site.
5. Turn off any content blocker or private mode that may interfere.
6. Restart the phone to free memory before opening a table.
7. Open the site in a fresh private window to test without stored data.
8. Try a second browser to see whether the first one is the cause.
9. Contact support if the same table fails in every browser you try.

Contact support when several browsers and both connection types still fail on the same game.

Sign-in blocked or the account locked after failed attempts

The login form returns an error or a message that the account is temporarily locked. Most cases come from a mistyped password, an old saved one or the security check counting repeated tries.

• The password was typed with a wrong letter or the wrong keyboard layout.
• A saved password in the browser is out of date.
• Several failed attempts triggered the security lock.
• The email or username entered differs from the one registered.
• A second security step was not finished.

1. Stop trying the same password repeatedly to avoid extending the lock.
2. Retype the password slowly with the correct keyboard layout.
3. Remove the saved password from the browser and enter it by hand.
4. Sign in with the registered email instead of the username, or the reverse.
5. Finish any security step the page asks for before closing it.
6. Use the password reset link sent to your registered email if you are unsure.
7. Check the spam folder if the reset message does not arrive.
8. Sign in from a single browser tab rather than several at once.
9. Contact support once a reset has failed or the lock stays in place.

Contact support when the reset link does not work or the lock remains after you have waited.

Identity checks stuck or documents turned down

The verification screen shows a pending status or a rejection note on an uploaded document. Blurred images, cropped corners and mismatched names are the usual reasons.

• The photo is blurry, dark or taken at an angle.
• A corner of the document is cut off or covered.
• The document has expired or shows an old address.
• The name or details differ from those on the account.
• The file format or size is not accepted by the upload form.

1. Reread the rejection note and note exactly which document was refused.
2. Place the document flat on a plain surface in good light.
3. Photograph all four corners and every edge without glare.
4. Make sure the photo is sharp enough to read every line.
5. Upload the document in an accepted format and within the size the form allows.
6. Send each document once rather than several copies that crowd the queue.
7. Check that the name and address match your account details exactly.
8. Upload a fresh copy of any document the screen marks as expired.
9. Keep your own copy of every file you submit.
10. Contact support if the status has not changed after a new upload.

Contact support when a clear, valid document is rejected again or the status stays pending after a fresh upload.

Use the same name, email and payment details across your account and every deposit, and most of these blocks never appear.