You see a pending withdrawal status on the cashier screen or a “verification required” message blocking your account, and the most common cause is an incomplete or mismatched detail in your profile. The checks below address the specific symptoms and give you actions to resolve each one.
Withdrawal still pending: causes and step-by-step resolution
You see a pending status on your withdrawal request that has not changed to completed, and the likely causes are a missing or outdated document, a mismatch between your registered name and the payment method, a request that triggered a routine security review, an unfinished bonus condition, or a temporary hold while the account is reviewed.
- An identity document is missing, expired, or shows a different name from your account.
- The payment method you used does not match the name on your account.
- The withdrawal triggered a standard security review because it is your first request or your activity pattern changed.
- You have an active bonus with playthrough conditions that are not yet met.
- The account is under review for a routine compliance check.
- Open your account profile and confirm that your full name, date of birth and address are written exactly as they appear on your official documents.
- Upload a current government-issued photo ID and a recent proof of address if any document is missing or expired.
- Check that the payment method you used for the withdrawal is registered in your own name and matches your account details.
- Review any active casino bonus and confirm that you have met the playthrough conditions before requesting the withdrawal.
- Cancel the pending request and submit a new one only if the cashier allows you to do so and all details are now correct.
- Make sure your email inbox and spam folder are clear so you receive any request for additional documents.
- Respond to any document request from the support team within the stated window to avoid the request being closed.
- Confirm that your account has no unresolved security alerts or login issues that could hold the review.
- Wait for the review to complete without submitting multiple duplicate requests, which can slow the process.
- Keep a copy of the withdrawal reference number and the documents you uploaded in case you need to follow up.
Contact support if the pending status has not changed after you have uploaded every requested document and met all bonus conditions.
Identity verification stuck or documents rejected: what to fix
You see a message that your identity verification is pending or that a document was rejected, and the usual reasons are poor image quality, cropped edges, expired documents, details that do not match your account, or a document type that is not accepted. With https://pokerstars.cn.com, players can upload clear photos of the required documents directly from their account profile.
- The photo is blurry, taken in low light, or has glare on the document surface.
- Part of the document is cropped or covered by your fingers or another object.
- The document is expired or shows an old address that no longer matches your account.
- The name on the document does not match your registered account name exactly.
- You uploaded a document type that is not accepted for the requested check.
- Take a new photo of your ID in a well-lit room with no glare and place the document on a plain surface.
- Make sure all four corners of the document are visible and nothing covers the text or photo.
- Use the original document, not a photocopy or a screenshot.
- Upload a proof of address that is recent and shows your full name and address clearly.
- Check that your account name, date of birth and address match the documents exactly, including middle names and accents.
- Submit each document only once to avoid duplicate files that can slow the review.
- If a document was rejected, read the rejection reason and correct only that issue before uploading again.
- Convert files to a common format such as JPG or PDF if the upload fails.
- Keep the file size within the limit shown on the upload page to avoid failed submissions.
- Check your email and spam folder for any message from the verification team requesting a different document.
- Allow the review to complete without uploading the same file multiple times.
Contact support if your documents meet all the conditions above and the verification status has not changed after you have uploaded the requested files.
Login blocked or account locked after failed attempts
You see an error message that your password is incorrect or that your account is temporarily locked, and the common causes are a wrong password after several tries, a forgotten password, a browser autofill error, a security lock after too many failed attempts, or a login attempt from an unrecognized device.
- You entered the wrong password several times in a row.
- Your browser autofilled an old password or username.
- You forgot your password and have not used the reset option.
- The account was locked after too many failed login attempts as a security measure.
- You are trying to log in from a device or location that the system does not recognize.
- Stop trying to log in repeatedly to avoid extending the lock period.
- Use the “Forgot password” link on the login page and follow the steps sent to your registered email address.
- Check your spam folder if the reset email does not arrive within a few minutes.
- Type your username and password manually instead of relying on browser autofill.
- Make sure Caps Lock is off and that your keyboard layout matches your password characters.
- Clear your browser cache and cookies, then try logging in again.
- Try a different browser or a private window to rule out a browser issue.
- If you have 2FA enabled, make sure the authentication code is current and entered correctly.
- Log in from the device and network you normally use to avoid a security flag.
- Wait for the lock period shown on the screen to pass before trying again.
- Do not create a second account, as this can complicate the recovery of your original account.
Contact support if you cannot reset your password, if the lock does not clear after the stated period, or if you suspect unauthorized access to your account.
Site or games not loading on a phone browser
You see a blank page, spinning loader, or an error message when you open the site or a game on your phone browser, and the likely causes are a weak mobile connection, an outdated browser, too many open tabs, cached data causing conflicts, or a temporary server issue.
- The mobile data or Wi-Fi signal is weak or unstable.
- Your phone browser is outdated or not fully compatible with the site.
- Too many tabs or background apps are consuming memory.
- Cached data or cookies are corrupted and conflict with the site.
- The game server is temporarily unavailable or under maintenance.
- Switch between Wi-Fi and mobile data to test whether the connection is the cause.
- Move to an area with a stronger signal if the page continues to load slowly.
- Update your phone browser to the latest version available for your device.
- Close unused tabs and background apps to free up memory.
- Clear the browser cache and cookies, then reload the page.
- Try opening the site in a private or incognito window to rule out cached data.
- Disable browser extensions that might block scripts or pop-ups.
- Restart your phone to clear temporary memory issues.
- Try a different browser if the problem persists in the first one.
- Check whether the game is available in your region, as some titles are restricted by location.
- Wait a few minutes and reload if the issue appears to be a temporary server problem.
Contact support if the site loads on other devices but not on your phone browser, or if the error message persists after all the steps above.
Keep your profile details and documents up to date before you request a withdrawal or claim a bonus, as this single habit prevents most delays and verification problems.