You tap the login button and the screen tells you that the account is locked after too many failed attempts. The usual reason is a password or username typed incorrectly several times in a row.
Account lockout after failed login attempts
The player sees a message saying the account is locked or that access is temporarily denied. The causes below cover most lockouts.
- Wrong password entered repeatedly, often from a saved autofill entry.
- Username typed with a different email or alias than the one registered.
- Browser autofill filling old credentials that no longer work.
- Multiple devices trying to sign in at the same time.
- A forgotten password combined with repeated retries.
Work through these steps in order.
- Stop trying to log in for a few minutes so the failed-attempt counter can reset.
- Open a private browser window to rule out saved autofill data.
- Type the username exactly as registered, including any numbers or symbols.
- Use the password recovery option and follow the message sent to the registered email address.
- If the recovery email does not arrive, check the spam folder and confirm the address is the one linked to the account.
- After resetting the password, sign in on one device only and close other sessions.
- If a second factor is active, enter the code from the authenticator without delay.
- Write the new password down in a safe place before signing out.
Contact support when the recovery email never arrives or the lock message persists after a password reset.
Stuck identity verification and rejected documents
The player sees a pending verification status or a message that an uploaded document was not accepted. Most rejections come from image quality or mismatched details.
- Photos that are blurry, cropped or taken at an angle.
- The name on the document differs from the name on the account.
- An expired ID or a document type that is not accepted.
- Glare or shadows hiding part of the text or photo.
- A document uploaded in a format the system cannot read.
Use this sequence to clear the check.
- Open the verification section in the account settings and note which document is requested.
- Place the document on a flat, well-lit surface and avoid direct flash.
- Capture all four corners and make sure every line of text is readable.
- Upload the file in a common image or PDF format.
- Check that the name and address on the document match the account details exactly.
- If a selfie is requested, take it in good light without a hat or filters.
- Submit one document at a time and wait for the status to change before sending more.
- Keep a copy of what you sent so you can compare it with any rejection message.
Contact support when a clear, valid document is rejected more than once without a stated reason.
Welcome bonus or free spins missing after deposit
The player sees no bonus balance and no free spins after making a qualifying deposit. The cause is often a missing opt-in or a deposit that did not meet the promotion conditions.
- The promotion was not activated before the deposit.
- A bonus code was needed but not entered.
- The deposit method used does not qualify for the offer.
- The minimum deposit for the promotion was not reached.
- The bonus was already claimed on an earlier deposit.
These steps help you trace where the reward went.
- Open the promotions area and confirm the offer shows as active or claimed.
- Compare the deposit amount with the minimum stated for that offer.
- Check whether a code was required and whether it was entered in the correct field.
- Look at the bonus history to see if the reward was credited and then expired.
- Review the payment method used, because some methods are excluded from pokerstars casino promotions.
- For players using pokerstars Canada, confirm the currency and region settings on the account match the promotion you joined.
- If you also play pokerstars sports, keep sports bonuses and casino bonuses separate, because each has its own claim rules.
When the offer was active and the deposit met the conditions but nothing arrived, contact support with the deposit reference.
Most missing rewards trace back to a skipped opt-in, and Pokerstars bonus keeps each promotion visible before you deposit.
Quick Reference
The table below maps each common symptom to its usual cause and the first check to perform.
| Problem | Usual cause | First check |
|---|---|---|
| Account locked at login | Repeated wrong password | Wait, then use password recovery |
| Verification pending | Blurry or mismatched document | Re-upload a clear photo with matching details |
| Welcome bonus missing | Opt-in skipped before deposit | Open the promotions area and confirm the offer status |
| Free spins not showing | Code not entered or deposit below minimum | Compare the deposit with the offer conditions |
| Bonus expired early | Play-through not completed in time | Check the bonus history for expiry details |
A lockout is resolved fastest by pausing and using the recovery route instead of retrying the same password.
Verification clears quickly when the document photo is sharp and the name matches the account.
Bonus problems usually start before the deposit, at the moment the offer was not activated.
Keep casino and sports rewards in separate mental boxes, because their claim rules differ.
Players in Canada should confirm that the account region matches the promotion they intend to use.
When a first check fails, move to the next likely cause instead of repeating the same action.
Before any deposit, activate the offer and confirm it appears as claimed; this single habit prevents most missing-bonus cases.
