One mistyped digit in your date of birth during sign-up is often why the welcome bonus never shows on your balance after the first deposit. That single detail, followed by a mismatch with the documents you later send, is the most common reason a bonus stays invisible while the deposit itself goes through.
Welcome bonus and free spins missing from the balance
A player finishes the first deposit, returns to the lobby, and sees no bonus credit and no free spins where the promotion should appear. The usual causes are:
- the bonus code was never typed, or was entered with a typo;
- the deposit was made after the promotional window closed;
- the account details do not match the identity documents;
- a bonus was already claimed earlier on the same account;
- the payment route used does not qualify for the offer.
- Open your bonus history and note whether the offer appears as pending or absent.
- Compare your profile name, birth date and address with the documents you hold.
- Correct any difference in the profile before you try again.
- Confirm that the code was entered in the promo field at the moment of deposit.
- Check that the deposit itself reached the casino balance, since a failed deposit cancels the bonus.
- Make sure the current offer was still running when you paid, not one you saw earlier.
- Claim the offer through the promotions page rather than from an old message.
- Finish the identity checks the casino asks for before expecting the credit.
- Keep to the qualifying play the offer requires, because play outside it does not count.
- Return to the lobby and refresh the page in your phone browser.
- Note the date and time you claimed, in case support needs it later.
- Contact support when the history shows the bonus as claimed but the balance stays empty after you meet the conditions.
Support can trace a claimed bonus that never reached the balance; ask them to check the record on their side.
Deposit or withdrawal blocked by account limits
A payment stops with a message about limits, either when money goes in or when a withdrawal is requested. Likely causes include:
- the amount sits outside the range your account is set to handle;
- repeated deposits over a short period have reached a cap;
- a self-imposed limit you set earlier is still active;
- withdrawals are held back until identity checks are complete;
- unsettled play keeps part of the balance unavailable.
- Read the exact wording of the limit message, since it names the block.
- Compare the amount you tried with the smallest and largest sums your account accepts.
- Check whether you set a deposit or loss limit that is still running.
- Wait for a self-imposed limit to expire if you cannot change it earlier.
- Complete any outstanding identity step before requesting a withdrawal.
- Finish open bets or bonus play that still ties up part of the balance.
- Reduce the amount to one inside the accepted range and resend it.
- Space out deposits instead of making several in a row.
- Try a different approved payment route if the current one is restricted.
- Make sure the withdrawal goes back to the route used for the deposit where that is required.
- Note the message and the amount so support can see the same block you see.
- Contact support when the limit you hit is not one you set and the balance is otherwise clear.
Ask support to explain which limit applied if no limit of your own explains the block.
Money left the bank but the casino balance is unchanged
The bank statement shows the payment, but the casino wallet still shows the old figure. The gap often comes from one of these:
- the payment is still moving between the bank and the casino;
- the transfer failed and the bank has not returned the funds yet;
- the money went to a different wallet than the one you were viewing;
- a pending step in the casino’s checks is holding the credit;
- the payment was sent twice by mistake.
- Refresh the wallet page in your phone browser before doing anything else.
- Log out of www.pokerstars.mex.com and log back in to reload the balance.
- Save the bank statement line as proof of the payment.
- Compare the reference on that line with the transaction shown in your casino history.
- Note whether the casino history lists the payment as pending, failed or complete.
- Confirm the payment was sent to the wallet tied to this account.
- Allow the transfer to settle through the normal banking channel.
- Do not resend the payment while the first one is still pending.
- Complete any identity step that is holding the credit in review.
- If the casino history shows a failed payment, expect the bank to return the funds.
- Gather the statement line and the casino record together in one place.
- Contact support with both records if the payment is marked complete but the balance never moved.
Send support the bank line and the casino record at once, because the two together show where the payment stopped.
Login fails or the account locks after wrong attempts
The screen rejects the password, and after repeated tries the account shows as locked. Common causes are:
- the password was typed with a different keyboard layout or stray space;
- the username is the email on file and was entered differently;
- too many wrong attempts triggered the lock;
- a password change done elsewhere has not reached this device;
- two-factor confirmation on the phone was missed.
- Pause retrying, because each wrong attempt can extend the lock.
- Retype the username exactly as stored, including the full email address.
- Switch off autocorrect and check for a hidden space after the password.
- Use the password reset link sent to the email on the account.
- Set a new password and sign in on the same phone browser.
- Complete the two-factor prompt if it appears on the phone.
- Clear the browser’s saved password for the site and enter the new one by hand.
- Try a private browsing window to rule out old saved data.
- Keep one tab open instead of several login attempts at once.
- Wait out any lock period the message describes before trying again.
- Note the exact wording of the lock message for support.
- Contact support when the reset link fails or the lock remains after the stated period.
Support can lift a lock that persists after the reset; describe the message you saw word for word.
Use the same email, name and payment route for sign-up, identity checks and every payment, and most of these blocks never appear.
