Player Accounts - Frequently Asked Questions
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Accounts Trying to Deposit
- I have attempted to deposit using the recommended methods. Why won't my deposit work?
- Your account may need to pass an additional Security review prior to deposits being processed. In order to assist us with this review, please email security@pokerstars.com with the subject line ‘Deposit Issues’ and include a copy of your government issued ID.
- My deposit is being declined because PokerStars cannot verify my age. My age and personal details were entered correctly, what else do I need to do?
- We have attempted to confirm your details with an electronic age checking service (not a credit check), and this has been inconclusive. We now recommend that you either use a different payment method, or alternatively you may wish to provide us with a faxed or scanned copy of your government issued ID.
- What type of government issued ID is acceptable?.
- We accept the following government issued ID*:
- US Passport Card
- Passport
- Driving License
- Forces ID card
- Citizen-Card T or PASS CardT
- Government ID card (Tax code for example);
- Birth certificate + Recent Utility Bill
* Documents may vary by country. - I have emailed you the copy of my ID, yet I still cannot deposit.
- Please allow us time to review your case. In the event we require further information we will reply with the request as soon as we can. If no further review is necessary, we will notify you when your account has been cleared for all real money transactions.
Cashouts
- I am trying to cashout; however, I get a message instructing me to contact Security. Why is that?
- Your account may need to pass an additional Security review prior to cashouts being processed. In order to assist us with this review, please email security@pokerstars.com with the subject line ‘Cashout Issues’ and include a copy of your government issued ID.
- I am trying to cashout; however, the cashout method in the cashier is no longer a valid option. How do I get this to stop showing up?
- If the method the cashier will use to send your funds is no longer a valid option, please email security@pokerstars.com prior to submitting your request explaining why and what method is no longer available to you. Please note that once a deposit/cashout option is blocked, you will no longer be able to use this particular deposit/cashout account within the PokerStars system.
- I received a transfer from another account and now I wish to cashout the funds I received. Do you have any requirement before I submit my request?
- Cashing out directly from a transfer is not permitted. Our transfer tool was designed to be used to assist others in funding their accounts for activity on our tables; hence we will require using these funds on our tables.
- I will be submitting my cashout request from a country other than the one registered in my PokerStars account. Is there anything I should do?
- Your cashout can be processed; however, please email security@pokerstars.com explaining the reason for the country mismatch.
- I am trying to cashout back to the same Visa I used to deposit, why is the Visa option not available for me?
- The Visa Cashout option will be available only if:
- You have used a Visa card to make a deposit in the last 6 months
- Your card is eligible for Credit Fund Transfer (CFT)
- Your Visa card has not expired or does not expire this month
- The bank that issued your Visa card allows gambling credits
- You make a cashout request to receive USD 100.00 to USD 6,500.00
- How long will it take to process my cashout?
- It depends on the payment method that has been used to process the cashout.
Checks (USD), Checks (Non-USD), not US:- Cheque (US): Please allow up to 72 hours for cashout processing.
Note: USD Checks will be delivered by regular mail and are expected to arrive within 15 business days. - Cheque (Non-US): Please allow up to 72 hours for cashout processing.
Non-USD checks over USD 1,000 equivalent will be delivered by courier and are expected to arrive within 7 business days. If you don't provide a valid phone number or have a PO Box or rural route address, your check will be sent by regular mail instead of courier. - eCheck: Please allow 72 hours for processing of ECHECK cashouts and another 3-10 business days for the funds to be available in your bank account.
- VISA/SOLO: Please allow 72 hours for processing of Visa/Solo cashouts and another 3-10 business days for this transaction to show up on your statement.
- E-Wallet (Moneybookers, Neteller, Click2Pay, ClickAndBuy, Moneta or Webmoney): The funds will be credited to your account within 72 hours.
- Direct Bank Transfer: Please allow 72 hours for processing of Direct Bank Transfer cashouts and another 3-5 business days for the funds to arrive in your bank account. There may be delays if the bank details you provided are inaccurate.
- Wire Transfer: Please allow 72 hours for processing of Wire Transfer cashouts and another 3-5 business days for the funds to arrive in your bank account. There may be delays if the bank details you provided are inaccurate
- Cheque (US): Please allow up to 72 hours for cashout processing.
- Where is my cashout?
- If your cashout does not appear in your transaction history it is probably because it is under review by our security department. This is a routine procedure which usually takes no longer than a few hours.
- My bank account number has changed, how can I update it?
- Please contact security@pokerstars.com with the subject line ‘Remove bank account information’ and we will assist you further. You will be required to provide proof of your new bank account information.
Emails
- I have sent multiple emails to you and I have not received a reply. When will you reply to my emails?
- Emails are answered in the order that they are received; sending multiple emails will only delay reply. We kindly request your patience and allow at least 72 hours for reply.
- Since security@pokerstars.com has failed to reply, I will email another department.
- Emailing another department will not result in you receiving a faster response; the new email will also be forwarded to the Security Team.
- I need to speak to someone in Security. What is your phone number?
- Our Security Department does not have incoming phone lines; please send an email with a phone number and convenient time at which you may be reached in the event phone contact is necessary.
Purchase Limit Increases
- How do I increase my purchase limits?
- In order to increase your purchase limits, please email security@pokerstars.com.
- I had my deposit limits lowered to $100 but I did not know it was going to count the deposits I made in the past, Can this restriction be removed?
- We are sorry, but once you have set a weekly deposit limit for yourself, and confirmed it by entering your password, we will not modify or reverse the decision. The deposit limit is in effect for 7-
days. Once that time period has expired, you can go into the cashier through the pull down menu in the lobby, click on 'restrict deposit limit' and then click on 'remove self imposed deposit limit'. The
limit will then be removed after a further 24 hours.
eCheck Issues
- One of my eCheck deposits was returned, what happens next?
- Please contact security@pokerstars.com and provide us with an explanation for the return, we will then provide you with instructions on how to get your account back in good standing. If you do not know the reason for the return, please contact paymentservices@pokerstars.com for assistance and more information.
- There is a charge on my bank statement that I do not recognize. How do I know if it is from your company?
- The description that appears on your bank statement for transactions to and from your PokerStars account is displayed in your cashier confirmation email.
We try our best to provide accurate descriptors, however on rare occasions our payment processors change these descriptors without warning. Please contact paymentservices@pokerstars.com if you see an unusual descriptor on your bank statement that you believe may relate to a PokerStars transaction.
Please also be aware that your financial institution may abbreviate the descriptor. - I would like to settle my negative balance, how can I do this?
- Please email security@pokerstars.com with an explanation of why we received the returns. We will then reply with information on making restitution.
- How come my balance does not show the deposit I made a few minutes ago? I received an email confirming that the eCheck deposit was approved.
- If your eCheck deposit is not available for you to play it is possible that you had a return in the past and thus your deposit will not be available for you to play until after 10 days when it has fully settled into our account. If none of your previous deposits have been returned, please email security@pokerstars.com
- I have a new eCheck account, how do I register it in the Cashier?
- Please send an email to security@pokerstars.com with the subject line ‘Remove eCheck account information’ and we will assist you further.
Transfers
- How can I make a transfer?
- To request a transfer of funds to another player, simply go to the main lobby and select:
‘Requests’ & ’Transfer funds’
a window will open asking you for the userID of the receiver and the amount or transfer. You may add comments for support. You will also need to know the full name of the receiver and provide a phone number at which you may be contacted.
- What is the maximum and the minimum I can transfer?
- The minimum amount you may transfer is $0.01 and the maximum depends on your account status and previous history at PokerStars. Please note that for large transfers, we may conduct some verification of your identity.
- I requested a transfer; however, the transaction has not been finalized. What happened?
- Your request may require a phone or email confirmation, please check your inbox to see whether we have sent you an email about this transaction.
- Why is transfer confirmation necessary?
- Transfers are confirmed in order to ensure that there is nothing untoward with the transaction.
- I already have a transfer history with the receiver, why is confirmation still necessary?
- As part of our Security procedures, we monitor all transactions for ongoing accuracy and legitimacy.
- How can I confirm that my transfer was cancelled and the funds credited to my balance?
- Please refer to the History link within the cashier.
- I am waiting to receive a transfer from another user, why hasn't my account been credited?
- For more information, we suggest you contact the sender of the funds as our privacy policies may prevent us from providing information in this regard.
- Why do you request identity verification documents?
- Identity verification documents are requested in order to comply with our Isle of Man licensing agreement.
- I cannot send or receive transfers, why?
- Please email security@pokerstars.com so that we may review your account.
- Can I use your transfer tool to send money to my friend in need?
- Our transfer tool was designed to be used to assist others in funding their accounts for activity on our tables. Any other use of our transfer tool is prohibited.
- Can I cashout the funds I received via transfers?
- As per our Terms of Service, transfers are only allowed for the purpose of playing at our tables.
- I transferred funds to the wrong user, can help reverse the transaction?
- Please email security@pokerstars.com with details. We will attempt to reverse the transaction but cannot guarantee that this will be possible. It is your responsibility to ensure you correctly enter the details of your intended recipient.
My account information
- Is it possible to change the name on my account?
- Yes. If you would like to update your name because it is incorrectly spelled, or because there is a part missing or because your name has changed (in the case of a marriage for example), please write to security@pokerstars.com explaining the reason for the name update and providing us with a copy of a valid government-issued form of ID.
- How can I update my home address and country?
- You may change the address registered in your account yourself. Simply go to the main lobby and select:
‘Account’->’Change account’->’Change mailing address’
However, if you would like to change the country registered in your account, please write to security@pokerstars.com providing us with a copy of a valid, government-issued ID and a copy of a valid proof of address showing your name and address in the new country of residence.
- What type of proof of address is acceptable?
- We accept the following proofs of address:
- Gas, water, electric, cable TV or phone bill - no older than three months (Internet bills are not acceptable).
- Bank statement - no older than three months (Internet statements are not acceptable).
- Credit card statement - no older than three months (Internet statements are not acceptable).
- Council rent book (must be current).
- Local authority council tax bill (current financial year).
- Household or motor insurance certificate (no older than 12 months).
- I would like to update my date of birth.
- To update the date of birth registered in your account, please email security@pokerstars.com, providing us with a copy of a valid, government-issued ID.
- Can I change my userID?
- No, for security and integrity reasons, we cannot allow you to change your userID.
- How many accounts am I allowed to have?
- One. Having more than one account is not allowed and considered as a breach of our Terms of Service.
- Can I share my account with someone else?
- No - it is strictly forbidden to share your account with anyone or to use someone else's account.
- How can I close my account?
- Please write an email to support@pokerstars.com requesting to have your account closed. We would also like to know the reason why you are taking this decision.
Please note that having your account closed does not allow you to open a new one.
Login problems
- I cannot log on my account. I receive an internal error message 71/1001?
- Please contact security@pokerstars.com quoting the error message 71/1001 in the title and we will assist you further.
- When I try to log on my account, I receive an internal error message 102/1001 or 164/1001 or 165/1001 or 109/1001.
- Please contact security@pokerstars.com quoting the error message in the title and attach the PokerStars software log files to your email.
To do this, please load the PokerStars program. From the lobby, please click on 'Help'. Go to 'Log Files', then select 'Send log files to support'.
This will automatically send the files to us for you.
Alternatively, you can select 'Save log files as ZIP...' and your log files will then automatically be saved as a .zip file on your hard drive.
To do this, simply follow these instructions:- Open the Main Lobby
- Go to Help
- Go to Log Files
- Select "Save Log Files as ZIP..."
- Save the file to your Desktop
- Reply to this email
- Click on Attach File (or similar option)
- Select the ZIP file located in your Desktop
- Click OK and send the email
Security
- I have spotted two players colluding or chip dumping, to whom should I report them?
- Please send an email to support@pokerstars.com with the subject title ‘Collusion report’ and we will conduct an investigation on the players reported.
- How can I increase the security of my account?
- We currently offer a PokerStars PIN (formerly called Secure ID) that you can enable on your account. The PokerStars PIN is similar to some of the banks that use a keypad that you need to click on the screen.
More information about the PokerStars PIN is available online at: http://www.pokerstars.com/poker/room/features/security/pin/
Further, you can order a RSA Security Token through the PokerStars VIPStore. The RSA Security Token will help to combat key loggers by requiring someone logging into the account to have the RSA Security
Token physically with them, upgrading account security to a 'two factor authentication' - something you know (your password) and something you have (your token).
More information about the RSA Security Token is available online at: http://www.pokerstars.com/poker/room/features/security/token/ - I think a player has got multiple accounts. Will you do something about this?
- Please send an email to support@pokerstars.com with the subject title ‘Multiple account report’ and we will investigate the player that you have reported; if we find that the accounts reported belong to the same player, we will take appropriate action. For privacy reasons, we will not be able to disclose any information about actions taken.
- I feel unsecure about sending verification documents to PokerStars.
- We would like to reassure that, as the biggest online poker room, we operate under a strict privacy policy. Any documents you send will be handled by trained staff and stored in a secure location in accordance with the data protection laws with which we have to comply.
- How to identify false (Spoof or Phishing) emails?
- PokerStars will never ask you for your password in an email. The only place where your PokerStars password will be requested is in the PokerStars software. If you have any doubt about the authenticity of an email, please forward it to support@pokerstars.com and we will tell you if the email comes from us.
Miscellaneous
- How can I change my password?
- To change your password, simply go to the main lobby and select ‘Account’ > ‘Change Account’ > ‘Change Password’.
- What format should I use for the verification documents I send to security@pokerstars.com?
- Please send your documents as JPEG picture files. We also accept PDF and DOC files.
Please ensure that the attachment is no bigger than 5mb. - What is your fax number?
- 1-800-631-9050 - Toll free for US & Canada
00-506-2295-6860 - All other countries
Please write your username on all the pages if you send a fax in order to locate your account quickly.
