“Why is my PokerStars Casino withdrawal still pending?” appears on screen when a payout sits open instead of completing, and the most common cause is a verification or payment review the account has not finished. A missing document, a bonus still in play or a mismatched payment detail will hold the request exactly where it is.

Withdrawal still pending after the request

The player sees the payout listed as pending while the balance stays locked and nothing moves.

• Identity or address checks are still open on the account
• The bonus attached to the deposit has not been cleared yet
• The payout method does not match the one used to deposit
• A security review was triggered by a change of details
• The cashier needs one more piece of information before release

1. Open the transaction history and note the exact status shown next to the payout.
2. Compare that status with any message sitting in the account inbox.
3. Finish any verification step that is still listed as open.
4. Clear the remaining play on an active bonus before requesting the payout again.
5. Use a payout route that belongs to the same payment method used for the deposit.
6. Make sure the name on the payment account matches the name on the player profile.
7. Cancel the pending request only if the cashier offers that option, then submit it again.
8. Leave the balance untouched while a review is running, because new bets restart the checks.
9. Keep the withdrawal as a single request instead of splitting it into smaller ones.
10. Confirm that the account is not sharing a payment method with another profile.
11. Check the inbox for a request for a document or a short statement.
12. Reply to that request with clear, complete files rather than partial ones.
13. Contact support with the transaction reference if the status has not changed after all checks are closed.

Contact support once every listed step is complete and the payout still sits in the same state.

Identity verification stuck or documents rejected

The player uploads a document, and the verification screen returns to the same request or marks the file as rejected.

• Photographs are blurred, cropped or full of glare
• The document has expired or shows a corner missing
• The name or address differs from the profile details
• A single file holds several pages and cannot be read
• The upload failed silently and no file reached the account

1. Read the rejection note attached to the document before uploading anything new.
2. Photograph the document on a flat, well-lit surface with all four corners visible.
3. Keep the file in the format the upload form accepts.
4. Send each document as its own file instead of combining pages.
5. Match the spelling of the name to the profile exactly, including middle names.
6. Use a proof of address that shows the same address saved on the account.
7. Make sure the document is current and not close to its expiry.
8. Upload again through the verification area of https://pokerstars.cn.com/ rather than by email.
9. Wait for the review to close before sending a second copy of the same file.
10. Keep the original document nearby in case a clearer version is needed.
11. Check the inbox for a note explaining which detail failed.
12. Contact support with the document type and the date of upload if the same rejection repeats.

Contact support when a clear, current document has been rejected more than once without a stated reason.

Welcome bonus or free spins not credited

The player makes a qualifying deposit and the bonus balance or spin counter stays at zero.

• The deposit was made before the bonus was selected
• A promo code was needed and left blank
• The deposit method used is excluded from the offer
• The account already held a welcome offer from an earlier sign-up
• The bonus arrived but sits in a separate bonus balance

1. Open the bonus section and confirm whether the offer is listed as active.
2. Check the bonus balance separately from the cash balance.
3. Repeat the deposit flow with the code entered in the correct field, if a code was part of the offer.
4. Use a deposit method that the offer accepts.
5. Keep the deposit above any minimum the offer requires for a credit.
6. Avoid placing bets between the deposit and the credit, since play can consume the bonus first.
7. Look in the inbox for a message confirming that the bonus was applied.
8. Confirm that no other welcome offer has already been claimed on the profile.
9. Refresh the cashier page before deciding that the credit failed.
10. Note the date and reference of the qualifying deposit.
11. Contact support with that reference and the name of the offer.
12. Leave the funds in place until support answers, so the credit can still be applied.

Contact support when the deposit met every stated condition and neither the bonus nor the spins appeared.

Login blocked or account locked after failed attempts

The player types the password, and the screen returns an error or reports that the account is locked.

• The password was typed with a keyboard layout or capital letter error
• Several failed attempts triggered a temporary lock
• Two-factor codes are arriving late or to an old number
• The account was flagged after a change of email or device
• A saved browser password no longer matches the current one

1. Stop retrying at once, because more attempts extend a temporary lock.
2. Retype the password by hand in a plain text field before pasting it.
3. Check that the keyboard language and capital letters match the saved password.
4. Use the password reset route and open the link on the same device.
5. Set a new password that has not been used on the account before.
6. Confirm that the two-factor method on file still reaches the player.
7. Update the phone number or email for codes if either has changed.
8. Clear saved passwords in the browser and sign in fresh.
9. Try a private browsing window to rule out a stale session.
10. Disable any tool that fills in forms automatically.
11. Wait out a temporary lock instead of opening a second account.
12. Sign in on the phone browser if the desktop keeps failing.
13. Contact support with the account email and a short description of the lock if it persists after the wait.

Contact support when the reset link works but the lock returns, or when the code never arrives.

The habit that avoids most of these delays is keeping the profile name, address and payment details identical everywhere and finishing verification before the first payout request.