The screen that says your account is still under review is the same wall many players hit after switching from a casino that let them play straight away, and the usual cause is a document that arrived blurry, cropped or expired. The same pattern shows up in every other complaint below: one small mismatch between what you entered and what the system expects.

Identity verification stuck or documents rejected

The player uploads a passport photo and the status stays on pending for days, then flips to rejected without a clear reason.

• The photo is cut off at the edges or the corners of the document are missing.
• Glare, shadow or a flash hides the photo page or the numbers.
• The name on the document differs slightly from the name typed at sign-up.
• The document has passed its expiry date.
• The file is in a format the upload form cannot accept.

1. Place the document on a flat, dark surface in daylight and photograph the whole page.
2. Keep all four corners inside the frame and leave a small margin around them.
3. Take both sides of an ID card and each page that carries your details.
4. Check that your name appears in the same spelling and order as on the account.
5. Crop nothing and rotate nothing after the shot.
6. Save the image in a common format the form accepts, then upload it again.
7. If a selfie is requested, hold the document next to your face in one photo.
8. For a second rejection, add a short note describing which part was unclear.
9. Submit proof of address only when it matches the address on the account.
10. Keep a copy of every file you send, named by date, for your own records.

Contact support once two properly framed uploads have been turned down, since a second rejection usually means something deeper than photo quality.

Login blocked or account locked after failed attempts

The player types the password a few times and then sees a message that the account is locked or the session has expired.

• The password was changed recently and the saved one is stale.
• Caps lock or a different keyboard layout changes what is typed.
• A password manager fills in an old entry.
• Browser data or cookies are corrupted after an update.
• Several failed tries triggered a temporary block.

1. Retype the password by hand in a plain text field first to see it.
2. Turn off caps lock and check the keyboard language.
3. Switch to another browser or a private window.
4. Clear cookies and cached files for the site only.
5. Use the password reset link sent to the email on the account.
6. Open that email on the same device you plan to log in from.
7. Set a new password that you have not used elsewhere.
8. Sign in once with the new password and let the page finish loading.
9. If a code is requested, enter it before it lapses and skip extra attempts.
10. Avoid repeated retries after the block message, which only extends it.
11. Confirm the account email is still one you can open.

Contact support when the reset email never arrives and you have checked the spam folder, or when the lock survives a full day.

Deposit or withdrawal declined because of limits

The payment screen returns a decline with a short note about a limit, even though the balance is fine.

• The amount sits above the ceiling set for that payment route.
• Several requests were sent close together and stacked up.
• The account tier caps how much can move in a set period.
• The chosen route does not support withdrawals at all.
• Verification is incomplete, so payouts are held back.

1. Note the exact message shown, since each route declares its own ceiling.
2. Lower the amount and resubmit, which often clears the block immediately.
3. Space your requests out instead of sending several in a row.
4. Compare the ceiling on two different routes and pick the one that fits.
5. Send withdrawals back to the same route used for the deposit.
6. Finish any open verification step before requesting a payout.
7. Remove an old saved payment entry and add it again fresh.
8. Cancel any pending request before starting a new one.
9. Keep the balance needed for a fee untouched if one applies to the route.
10. Test a small withdrawal first when the route is new to you.
11. Log in to https://poker-stars.it.com/ and check the account tier tied to your profile.

Contact support when an amount clearly below the stated ceiling is still refused, as that points to a profile setting rather than your choice.

Site or games fail to load on a phone

The page stops on a blank screen or a game spins forever in the phone browser while other sites open fine.

• Mobile data is weak or flipping between networks.
• A content blocker or private relay is cutting requests.
• An outdated browser version cannot run the game code.
• The cache holds files from an older version of the page.
• Too many tabs or background services eat the phone’s memory.

1. Reload the page once on mobile data, then once on Wi-Fi, and compare.
2. Switch off any content blocker for this site only.
3. Update the phone browser to its current version.
4. Clear cache and site data, then sign in again.
5. Close unused tabs and other running apps.
6. Restart the phone to free memory.
7. Try a different browser to see whether the fault follows the app.
8. Open one game only and let it finish loading before the next.
9. Free a little storage space, since a full phone caches badly.
10. Turn the screen lock off while a table is opening.
11. Check whether the same game loads on another device on the same network.

Contact support when one specific game fails on every device and network, which points to the game server rather than your phone.

Quick Reference

The table pairs each symptom with the cause to rule out first and the check that tells you most.

Most of these faults trace back to a mismatch between what the player entered and what the record holds. Fixing that mismatch removes the symptom far more often than retrying blindly. A document photographed in full daylight without glare passes on the first try in almost every case. Spacing payment requests apart avoids the stacked-limit block that looks like a refusal. Keeping one browser updated and free of blockers keeps games loading on the phone. Resetting a password once, rather than five times, keeps the lock from growing.

Keep your personal details on the account identical to the document you upload, and most of these screens will never appear.