Prohibited Jurisdictions: Frequently Asked Questions

We will be withdrawing the option of real money poker play for Colombian residents from Monday, July 17 due to local licensing requirements.

Restrictive regulation within a closed market creates a situation that is not viable for operators or attractive for customers. Our experience as the global leader in online poker is that access to shared global liquidity promotes a healthy consumer-operator-regulator relationship. That needs to be backed up by sensible technical and compliance requirements.

We have been, and will continue to be, in positive and proactive discussion with Colombian government officials. We hope that sensible gaming regulation is adopted that encourages responsible operators to apply for local licenses in the future.

We would like to assure all Colombian customers that their funds are - and will remain - protected and available for withdrawal. We will continue to offer free to play poker services in Colombia. No other services across Latin America will be affected.

Nothing will happen to your account balance.  It will remain safe and secure awaiting your withdrawal. The Cashier is available now for you to complete that withdrawal.

See ‘How do I request a withdrawal?’ for additional information.

If you have any unused T-Money (T$ or T€) and/or Tournament Tickets in your account, they will automatically be converted into their equivalent cash value upon entering the Cashier.

You have been unregistered from any future events you were registered for, and the buy-in amounts (if any) returned to your account.

StarsCoin can still be spent in Rewards Store, including converting them to cash by purchasing a Cash Rebate. A $1 Cash Rebate has been added to the store to facilitate players wishing to convert their StarsCoin to cash.

Yes, any already pending Rewards Store orders will be fulfilled; you will receive your purchase as normal.

If you have any unopened Chests, they can still be opened as normal.  We recommend opening them before requesting going to the cashier so that that assets inside such as Tournament Tickets and T-Money can be automatically converted upon entering the Cashier.

There is no compensation awarded for partially completed progress bars.

To make a withdrawal request, log in to your Stars Account and visit the Cashier.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Click ‘Withdraw’ and then select from the available withdrawal options. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘Withdraw’ button in the Cashier.

Carefully review the information on the screen showing withdrawal options before completing your withdrawal request. Please make sure to check the Cashier for the options and limits available to you.

Processing times:

VISA and Entropay: Withdrawals will be sent for processing within 72 hours. Please allow up to 10 business days for the funds to appear in your bank account.

NETELLER: Withdrawals will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your NETELLER account balance.

Skrill: Withdrawals will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your Skrill account balance

WebMoney: Withdrawals will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your WebMoney account balance.

Wire Transfers: Withdrawals will be sent for processing within 72 hours. Please allow 3-5 business days for funds to be credited to your designated bank account.

Please Note:  For Visa, Entropay and WebMoney methods, the withdrawal options will only be available if you have used those payment methods to deposit in the last twelve months.

Once you submit your withdrawal request, an email notification will be sent to your registered email address confirming each transaction made within your Stars Account. Always refer to your confirmation email after you've made a withdrawal to confirm how your funds will be processed.

Log in to your Stars Account and go to the Cashier.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Withdraw’. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘Withdrawal’ button in the Cashier.

From the available withdrawal options, select the ‘VISA’ option (which will be associated with the VISA or EntroPay card you last used to deposit) and click 'Submit'.

After you click ‘Submit’, you will see a confirmation screen with more details about your withdrawal. If everything is correct, click the 'OK' button and complete your withdrawal request

VISA and EntroPay withdrawals are available from $100.00. They will be sent for processing within 72 hours. Once processed, it can then take up to 10 business days for the funds to be credited on your card.

The Visa and EntroPay withdrawal options are only available if you have used Visa or EntroPay to deposit in the last 12 months. 

Log in to your Stars account and go to the Cashier.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Withdraw’. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘Withdraw’ button in the Cashier.

From the available withdrawal options, select the ’NETELLER’ option (which will be associated with the NETELLER account you last used to make NETELLER deposits) and click 'Submit'.

If you have not previously deposited using NETELLER, select the NETELLER option and then enter your NETELLER account details.  Once you have entered & confirmed your NETELLER account details, click ‘Submit’.

NETELLER withdrawals are available from $1.00. They will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your NETELLER account balance.

Log in to your Stars Account and go to the Cashier.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Withdraw. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘Withdraw’ button in the Cashier.

From the available withdrawal options select the ‘Skrill’ option (which will be associated with the ‘Skrill’ account you last used to make ‘Skrill’ deposits) and click 'Submit'.

If you have not previously deposited using Skrill, select the Skrill option and then enter your Skrill account details.  Once you have entered & confirmed your Skrill account details, click ‘Submit’.

Skrill withdrawals are available from $0.05. They will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your ‘Skrill’ account balance.

Log in to your Stars Account and go to the Cashier.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Withdraw’. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘Withdraw’’ button in the Cashier.

From the available withdrawal options, select the ‘WebMoney’ option (which will be associated with the WebMoney account you last used to deposit) and click 'Submit'.

WebMoney withdrawals are available from $10.00. They will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your WebMoney account balance.

The WebMoney withdrawal option is only available if you have used WebMoney to deposit in the last 12 months. 

Wire Transfers allow you to withdraw funds directly to your bank account. Before initiating your withdrawal please make sure to have your current banking information at hand.

To withdraw via this method, follow these steps:

Log in to your Stars Account and go to the Cashier.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Withdraw’. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘Withdraw’ button in the Cashier.

From the available withdrawal options, select ’Wire Transfer’ and click 'Submit'.

A pop-up window will appear on your screen where you will need to enter your banking information. After filling in the form, click 'Request'.

Once you have successfully registered your bank account in our system, you will be taken back to the withdrawal screen where you will find your banking details next to the ’Wire Transfer’ option. This time simply click 'Submit'. You will then get a confirmation screen with details of your withdrawal request. If everything is correct, click the 'OK' button.

Please Note: We cover all fees charged by the sending bank. Players are responsible for any fees charged by their bank or intermediary banks (if applicable) for receiving a wire transfer.

Wire Transfers are available from $50,000. Wire Transfer withdrawals will be sent for processing within 72 hours. Please allow 3-5 business days for funds to be credited to your designated bank account.

Unfortunately, real money transfers between players are not allowed.

In the event that you are residing in a country other than Colombia, and can prove it, you will be able to play real money games on our site from your new residence, provided such games are available. However, to do so, you will be required to submit proof that you have relocated outside of Colombia to have your privileges reinstated. Acceptable proof consists of: a copy of a government-issued photo identification; and a utility bill (issued within the last three months) showing your new physical address and your name; proof of ownership of a personal bank account in the new country of residence, again showing your name and new physical address.

Please contact us at this address to handle this process.

No. Players who attempt to play for real money while they are physically located in Colombia with the aid of VPNs or other technical workarounds will lose their playing privileges and/or funds in their account in accordance with Section 5.11 of our General Terms.

You may not play for real money, make deposits or make any real money transfers while you are physically located in Colombia under any circumstances. Even if you are simply visiting, you may not play on PokerStars while you are there.

Yes, you are free to continue to play for play money on our .net site. However, players may not participate in freeroll tournaments which have real money prizes or any other prizes other than play chips.

Yes, chip sales are still available.

You are still welcome to play in any PokerStars-sponsored live poker tours. Unfortunately, you will not be able to deposit money to buy in directly to these events through the PokerStars software or have any winnings deposited to your Stars Account.

Yes, players are eligible to play in all PokerStars-sponsored live events. Tournament packages and buy-ins won or otherwise earned on PokerStars will be honoured.

No. Players must withdraw their full balance and will not be able to buy-into Live Events with the remaining balance.

The Live Event credits will remain within the player’s account for an indefinite period and will be available for use at any time. Players Choice tickets will get converted into cash and be available to withdraw.