Security Articles

» How do I know if the documents I am sending will be acceptable?

As long as the documents you send are valid and clear to read, they should be fine...


» Can I share my account with someone else or use someone else’s account to play at the tables?

No. Sharing your account with anyone...


» What must I do to change the registered country in my PokerStars account?

To change the country registered in your PokerStars account, we kindly ask you to upload via the PokerStars Client a copy of your government issued ID and a valid proof of address showing your name and address in the new country of residence...


» How many accounts am I allowed to have?

Players are only allowed one account at PokerStars. Having more...


» 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...


» How can I update the registered home address in my PokerStars account?

Please note that you may personally change or update the home address registered in your PokerStars account in a few easy steps...


» What is the best way to send verification documents?

The best way to send your documents is via the PokerStars Client. Once logged in, please navigate to ...


» Is it possible to change the name on my account?

If you would like to update your name because it is spelled incorrectly, because there is a name/middle name missing or because your name has changed (as a result of marriage or divorce for example), we kindly ask you to upload a copy of your government issued ID via the PokerStars Client...


» Why am I being asked to provide details regarding my association to another player? Why do you ask these questions in order to allow me to deposit?

You are being asked this information because a relationship has been established between your account and another account currently under review...


» What form should I fill out when requested to validate my credit/debit card?

In order to validate your credit/debit card you will need to...


» 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...


» How can you ensure the integrity of your games?

PokerStars makes the security of our poker games a top priority. We use state-of-the-art technology to protect the integrity of our games...


» How can I 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...


» I need to speak to someone in Security. What is your phone number?

Our Security Department does not receive inbound calls...


» Why do you request identity verification documents?

Identity verification documents are requested in order to enhance the security of your account and to comply with the terms of our Isle of Man licensing agreement...


» Are PokerStars employees allowed to play on your site?

No. Any PokerStars employee or contractor who has access to inside information (player records, hidden card hand histories, etc.) may not play on PokerStars...


» Does PokerStars use props or shills?

PokerStars does not use any house players or robots. We do not hire any individuals to play on our site....


» I see that many well-known players are representing PokerStars in many poker tournament events and play weekend challenge matches against a weekly poker tournament leader. They are obviously associated with PokerStars. Why are they allowed to play poker in money games and poker tournaments on your site?

All members of Team PokerStars Pro and Team Online are contracted by PokerStars to be ambassadors of PokerStars at the live poker tournaments they play throughout the world...


» 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 the player(s) reported will be investigated...


» How does your shuffle work? How do I know that it is fair?

PokerStars deals the cards in a fair and honest manner. Once the deck is shuffled, it is set, and the order in which the cards are dealt cannot be changed...


» What type of government photographic issued ID is acceptable?

We accept the following government issued ID...


» What documents are acceptable of proof of address?

We accept the following proofs of address...


» What format should I use for the verification documents I send to verification@pokerstars.com

You may send your documents as JPEG picture files. We also accept...


» I feel unsure about sending verification documents to PokerStars.

We would like to reassure you that, as the biggest online poker room, we operate under a strict privacy policy. Any documents you send will be handled ...


» 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 subject line for assistance...