You forgot to enter a promo code before confirming your first deposit, and that small misstep may have cost you a welcome offer. Most players in that moment assume the code can be added afterwards or that the bonus applies automatically. Getting that step right depends on how the code is tied to your first payment.
Games and playing on your phone
How do I open a table on my phone’s browser?
Sign in to your account through the browser on your phone and let the lobby load fully. Choose a game and a table, then tap to sit down and confirm. The table runs inside the page, so there is nothing extra to install. Before you start, close other tabs to keep the connection stable.
Can I switch between poker and casino games in the same session?
Yes, your single login covers both poker tables and casino titles. Move between the two sections of the lobby from the same browser window. Your balances and open tables stay in place while you switch. Keep in mind that each section has its own game rules and stakes. Make one move at a time so you do not miss a turn at a table.
What should I do if a game freezes on my phone?
Refresh the browser page first and wait for the lobby to reconnect. If the table does not return, close the tab and sign in again. Check that your mobile connection is steady before rejoining. Note the table name and the hand in progress so you can report the issue if it repeats. Avoid refreshing during a hand you are still in if you can wait for it to finish.
Do I need to download anything to play on mobile?
Play on your phone works through the browser, so no download is needed. Open the site, sign in, and the lobby appears just as it does on a computer. Your account and balances are the same ones you use on any other device. Keep the browser updated to avoid display problems. A stable connection matters more than the device you use.
Can I play poker and casino titles at the same time on one screen?
You can keep a poker table open and visit casino titles from the same lobby. On a phone, use separate tabs if the layout feels crowded. Check that every table you join is one you can follow. Sitting at too many at once is a common cause of missed actions. Reduce the number of open tables if you notice you are timing out.
Why does the lobby look different on my phone than on my computer?
The mobile layout rearranges menus to fit a smaller screen, so the same options sit in different places. Look for the game filters and the balance display in the top area. Some details appear only after you open a table. If something seems missing, rotate the phone or widen the browser window. The full set of games remains available through the menu.
Bonuses and promo codes
Where do I enter a PokerStars promo code?
The code goes into a marked field during the deposit or sign-up step, before you confirm. Enter it exactly as given, with no extra spaces. Once the payment is confirmed, the code can no longer be applied to that transaction. Check the spelling on screen before you press confirm. This one step decides whether your offer is attached. https://pokerstars.cn.com/ uses the same field, so treat it as part of the payment form.
My PokerStars bonus did not appear after I deposited, what now?
First check whether you entered a code and confirmed the deposit in full. Bonuses attach only when the qualifying step is complete. If the payment is still pending, the offer will not show yet. Wait until the deposit clears, then look again in the bonus section of your account. Contact support with the code and the payment reference if it still does not appear.
Can I use more than one promo code on the same account?
Each code is tied to the offer it belongs to and to the step it applies to. Some codes work only on a first deposit, while others cover a separate promotion. You cannot stack two codes on one transaction. Pick the code that matches the offer you want most. Applying a second code to a completed deposit will not change the outcome.
Why was my bonus smaller than I expected?
The size of a bonus often depends on how much you deposit and which offer you joined. A code may set a cap that your payment exceeded. Read the offer description before you pay so the amount matches your plan. If the figure looks wrong, note the code and the payment amount. Support can explain which condition applied to your case.
Do I need to wager a bonus before I can withdraw it?
Bonus funds usually come with playthrough conditions attached to them. That means you play through the bonus amount before it turns into withdrawable money. The rules for each offer set how games count toward that total. Track your progress in the bonus area of your account. Withdrawing before you finish can remove the bonus and any winnings tied to it.
Can I get a bonus for casino games and poker with one code?
Some offers cover both areas, while others apply to one product only. The code description states which games count toward the offer. Using a poker-only code on casino play will not move your progress. Choose the code that fits the games you plan to play. Keep your play inside the qualifying games until the conditions are met.
Deposits and withdrawals
How soon can I withdraw after my first deposit?
You can request a withdrawal once your deposit has cleared and any bonus conditions are met. If a bonus is active, finishing its playthrough comes first. A pending deposit delays the whole process. Check your balance history to see when the payment settled. Request the withdrawal only after the funds show as available.
Why is my withdrawal on hold?
A hold usually means the account still needs a check or a bonus condition is unfinished. Look at the status shown in your account area. Complete any missing account step before you try again. If nothing appears to be missing, contact support and quote the request reference. Do not send a second request while the first one is pending.
Can I deposit with the same method I used for a previous withdrawal?
Payment methods are matched to your account and your history. Using the same method for a deposit keeps the record consistent. Some methods take longer to confirm than others, so watch the status. If a method is unavailable, the cashier will show which ones remain. Never use another person’s payment account for your own deposits.
What happens if my deposit fails but money leaves my bank?
A failed deposit may still show as a pending charge with your provider. Wait for the provider to settle the transaction before you deposit again. Keep the payment reference from the cashier screen. If the funds do not reach your account, contact support with that reference. Avoid repeating the payment several times in a row.
Are there fees when I deposit or withdraw?
Fees depend on the payment method and on the provider behind it. The cashier shows any charge before you confirm the transaction. Read that line carefully so the final amount matches what you intended. Your bank may apply its own charges as well. Ask your provider about those before making a large payment.
Can I cancel a withdrawal request after I send it?
A pending withdrawal can sometimes be reversed from your account area. Once it has been processed, the request can no longer be cancelled. Check the status before you decide to reverse anything. Reversing a request may affect a bonus that is still active. Only cancel if you truly want the funds to stay in your balance.
Account access and identity checks
Why is my identity check taking so long?
Checks take longer when a document is unclear or the details do not match. A photo with a glare or a cropped edge is a common reason for delay. Upload a fresh image with all corners visible and the text readable. Make sure the name matches the one on your account. Once the document is accepted, the check usually moves forward.
Why do I need to verify my account before withdrawing?
Verification links your identity to the account that holds your money. It protects players and keeps the account records accurate. You can complete it before you request a withdrawal, which saves time later. Have your document ready and use the upload area in your account. The process is the same for every player who wants to cash out.
How do I turn on two-factor authentication on PokerStars?
Find the security settings in your account area and choose the two-factor option. Link it to a code generator or a message sent to your phone. Save any backup codes in a safe place. Enable it before your next deposit so the account is protected from the start. If a login code fails, wait for the next one rather than retrying many times.
I forgot my password and the reset link did not arrive, what now?
Check the spam folder and confirm that the email on your account is correct. Request the reset again only after a short wait. Make sure the new password is one you have not used before. If the message still does not come, contact support from the email address linked to your account. They can confirm which address is on file.
Can I change my name or address after I register?
Some details can be updated in your account settings, while others need support approval. A name change is usually tied to a fresh identity check. Update your address before you make a withdrawal so the records match. Keep proof of any change ready in case it is requested. Never let another person use your account details.