You tapped the deposit button twice on a slow page and later saw the same amount held twice by your bank, a symptom most often caused by a duplicate request rather than a site fault. Withdrawals that stay pending, deposits that never reach the balance and rejected documents follow similar patterns, and each has a fix you can start on your own.

Withdrawals that stay pending beyond the expected window

The cashier shows a pending status days after the request, with the amount still visible but not yet sent for payment. On https://pokerstars.mex.com/, a pending request is normally moving through internal checks, so the question is which check is holding it.

• A verification step was opened after the request was made.
• The payout method differs from the method used for the deposit.
• Bonus funds are still tied to wagering that has not finished.
• The account has an open query about a previous transaction.
• A request was submitted more than once or changed mid-review.

1. Open the transaction history and note the exact status of the request.
2. Check whether any bonus you accepted still shows an unfinished requirement.
3. Complete any verification request that arrived after you submitted the withdrawal.
4. Request the payout to the same method you used for your deposit where possible.
5. Cancel a duplicate request instead of leaving two identical requests open.
6. Confirm that the name on the payout method matches your account name.
7. Add any missing details in the cashier rather than starting a fresh request.
8. Give each corrected request its own full review window before changing anything again.
9. Keep the confirmation of old transactions at hand in case support asks about them.
10. Watch for an email from the payments team and reply from the address on your account.
11. Stop sending further withdrawal requests until the open one is resolved.
12. Review whether the pending status has changed before taking any new step.
13. Contact support once the request has stayed pending well past its stated window with all checks complete.

Write to support when the request remains pending after every listed condition is met and no one has contacted you.

Deposits taken by the bank but absent from the balance

Your bank statement shows the transfer, yet the casino balance shows nothing and no transaction line appeared. The money is usually in transit or attached to a request that failed before it could be credited.

• The payment was sent but the confirmation never returned to the cashier.
• The payment reference or account details were entered with a typo.
• Your bank placed the payment on hold for its own checks.
• The deposit was made while a bonus activation was still processing.
• Two requests were sent for the same amount and only one was processed.

1. Refresh the balance and the transaction history before doing anything else.
2. Compare the amount on your bank statement with the amount you typed.
3. Save a screenshot or copy of the bank record showing the outgoing payment.
4. Look for a transaction that shows as failed or reversed in the history.
5. Check the deposit reference against the details shown in the cashier.
6. Avoid resending the same deposit; a second request can double the hold.
7. Contact your bank if the payment still shows as pending on their side.
8. Wait for the bank hold to clear before assuming the money is lost.
9. Keep the payment reference from your bank in the message you prepare.
10. Send one clear message to support with the bank record attached.
11. Reply to follow-up questions from the same email address on your account.
12. Avoid opening several tickets about the same payment.
13. Contact support once the bank confirms the payment left and no credit appears in your history.

Message support as soon as your bank confirms the transfer completed while the balance stays unchanged.

Identity checks that stall or documents that fail

The account shows a verification step still open, or a document was returned as rejected with little detail. Blurry images, mismatched names and expired papers cause most failures.

• The document photo is cropped, blurred or lit from one side.
• The name on the document differs from the account name.
• The paper is expired or a corner is missing.
• A second document was requested but never uploaded.
• The proof of address shows an old address or a partial page.

1. Open the verification area and note exactly which document is requested.
2. Place the document on a flat, dark surface with even light.
3. Capture all four corners and the full text in one frame.
4. Use the original document, not a photocopy of a copy.
5. Check that every visible name matches the account name letter for letter.
6. Upload the file in the format the form accepts.
7. Send proof of address only from a document that shows your current address.
8. Submit one clear copy instead of several similar images.
9. Wait for the outcome before uploading alternative documents.
10. Keep a copy of each file you send.
11. Answer any follow-up question about the document directly in the verification area.
12. Do not edit images or cover parts of the document.
13. Contact support when a document has been rejected twice with no clear reason given.

Reach out when two clean submissions have both failed and the reason remains unclear.

Transactions declined because of account limits

The cashier refuses a deposit or a payout and mentions a limit, leaving the amount untouched. The cause usually lies with the limit type, not with your balance.

• The amount sits above a per-transaction limit.
• One or more deposits have used up a daily or weekly allowance.
• The payout is larger than the maximum the method allows.
• A limit set by you in safer play settings is still active.
• The account is at an early verification stage with reduced movement.

1. Note the exact wording of the declined message before changing the amount.
2. Check your own safer play limits and see whether one applies to today.
3. Split a large payout into smaller requests if the method allows it.
4. Postpone a deposit when your daily allowance is used rather than retrying.
5. Avoid repeating the same declined request many times in a row.
6. Review any bonus in progress that may cap how much can move.
7. Complete any open verification step that could keep limits in place.
8. Choose a method whose limit suits the amount you want to move.
9. Adjust your own limits only if you truly want to change them.
10. Record the time of the declined attempt in case support asks.
11. Try again only after the limit window has passed.
12. Keep one clear summary of each declined attempt.
13. Contact support if the decline appears with a limit you know is not active.

Contact support when the same limit message appears though no stated limit should apply to your account.

Do the smallest step first: finish every open verification and bonus requirement before you request a payout, and most stuck payments never happen. Players who settle those two things early see fewer pending withdrawals, missing deposits and declined transactions later on.