Online Poker Cashier Deposits and Withdrawals Information
Cashier Deposit and Withdrawal Frequently Asked Questions
Open the software and head to the ‘Cashier’ or just follow this link.
Please contact Support with all the details for your deposit, making sure to provide any relevant account history or statements for your payment method showing that the payment was successfully debited, so we can initiate an investigation. For credit/debit card deposits, please see "You rejected my credit/debit card deposit but my account was still charged. What do I do?"
If you have inadvertently deposited more than you intended, please contact Security immediately with your request for review and consideration. Please note that we are unable to cancel deposits for any reason other than this.
The funds that appear to be missing from your prepaid, debit or credit card are not. The amount is being temporarily held by your bank or card issuer pending approval.
You are welcome to directly contact your bank or card issuer in order to confirm their authorization hold policy and procedure for failed internet gaming transactions.
If the transaction(s) appears on your official statement or remains as a debit in your online banking report (if applicable) for more than 10 business days from the date of the declined transaction, please contact Support.
Many banks are adopting a policy against playing poker on the internet, considering it too high risk. You may want to contact your bank regarding their policy on the matter.
Internet Gambling may be illegal in the jurisdiction in which you are located; if so, you are not authorized to use your payment card to complete this transaction.
We have many other free and equally convenient deposit methods. Please visit our real money pages for additional information.
Help making a deposit
Please send an email with complete details regarding your query to Support and we will get back to you as soon as we can.
We are pleased to offer a variety of deposit methods. To see your available deposit options, please visit our real money pages and select your country of residence from the drop down menu. You will see a list of the deposit options available to your country. Once you click on a specific deposit method logo, you will get complete details about that funding method. You may also see all deposits available in your country when you go to the Cashier and select ‘Make a Deposit’.
Depositing on your mobile device
Please visit the Mobile Cashier page for the full list of payment method options, and the Mobile Poker page for more about playing poker on your mobile/tablet device.
To request a withdrawal, open the ‘Cashier’. Select ‘Withdraw’ from the appropriate currency bankroll, and enter the amount you want to withdraw. Once you click on the ‘Submit’ button, another screen will display how your withdrawal will be processed.
You can also login to your account through our website (where available). From the ‘Account’ menu, you can visit the Cashier.
Your withdrawal options are based on your country of residence. For more information about each of your withdrawal options, please click on our real money pages and select your country of residence from the drop down menu. Please bear in mind that restrictions may apply as per our withdrawal policy.
We request this information to comply with the terms of our Isle of Man licensing agreement.
Whenever possible, withdrawals are first processed back to the method(s) used to deposit. Within each deposit method, withdrawals are then applied back to your oldest deposit first and your most recent deposit last. To learn more about our withdrawal policy, please refer to our withdrawal policy.
Some payment methods require the imposition of a 48 hour delay in withdrawing from a player's last purchase. This feature is designed to protect against fraud.
The minimum withdrawal amount varies by payment method, and can be viewed in the Cashier upon selecting the payment method in question. For complete details, please contact Support.
This information will be displayed on the right hand side of the screen when selecting your withdrawal option. For more information, please refer to our real money transaction processing and currency conversion terms and conditions.
It may be possible that more than 12 months have passed since your last deposit with this method. Although we keep a record of all transactions, those older than 12 months are archived in a separate database. This means that your withdrawal options will be based on the last 12 months of deposit history. If your desired payment method is no longer available in your cashier screen (provided it is a payment method that can be used for withdrawing) you will need to make a new purchase in order to be able to withdraw through it once again.
You can only have one pending (ie. requested but not processed) withdrawal per payment method at any one time. Furthermore, depending on the method used, you can make only a limited number of withdrawal requests per 24 hour period. These limits will be displayed on the right hand side of the screen whilst selecting your withdrawal options.
When you make a withdrawal request and you are eligible to receive your funds via Visa, you will not be given a choice as to which Visa card can receive your funds. The Visa card displayed is the last Visa you used to make a deposit with us that has not expired and is Credit Funds Transfer (CFT) eligible.
If you would like to receive your funds to a different Visa card, please contact Security for assistance. For further details regarding Visa withdrawals, please refer to our withdrawal policy.
Withdrawals processed back to previous deposits with NETELLER, Skrill, Yandex.Money, and PayPal will appear in your account within a few minutes.
Withdrawals to NETELLER, Skrill, INSTADEBIT, Yandex.Money, and PayPal that are above the total amount deposited, will be processed within 72 hours.
Withdrawals processed to CFT eligible VISA, EntroPay cards and Instant eChecks will be sent for processing within 72 hours. Please allow 3-10 business days after your withdrawal has been processed for the funds to appear on your statement.
Withdrawals to WebMoney, Moneta, and QIWI Wallet will be processed within 72 hours.
PokerStarsPay withdrawals will be sent for processing within 72 hours. Please allow 3-5 business days for the funds to appear in your bank account.
Direct Bank Transfer withdrawals will be sent for processing within 72 hours. Please allow 3-5 business days for the funds to appear in your bank account.
Wire Transfer withdrawals will be sent for processing within 72 hours. Please allow 2-5 business days for funds to be credited to your designated bank account.
For further information, please refer to our withdrawal policy.
If your withdrawal request has not yet been processed, you will be able to cancel it via the Cashier. From the Cashier, select 'Pending Withdrawals' to view all currently pending withdrawal requests. If you wish to cancel a pending withdrawal, select the 'Cancel' box and select 'Cancel Selected Withdrawals'. If you are unable to do so, it is probably because your withdrawal is under review by our security department. This is a routine procedure which usually takes no longer than a few hours.
Please make sure you have allowed enough time for your withdrawal to appear on your statement as per above suggested time frames. If after this time has elapsed you still have not received your withdrawal, please contact Support, making sure to provide any relevant account history or statements for your payment method, showing that the withdrawal was not received, and we will gladly assist you.
If you have a new or existing open card/account with the same institution, the funds may be credited there. Please contact your financial institution regarding the transaction.
If your institution confirms the funds were not redirected, or you do not have another card/account with them, please contact Support so that we can assist you further.
Common reasons for this are:
- Your total balance contains promotion/bonus funds which have not been sufficiently played through according to promotional wagering requirements (please refer to Terms & Conditions for the relevant promotion)
- You have made deposits which have not yet cleared (according to the rules of the payment method used)
Update/remove payment method details
If the withdrawal method/account you are offered by default in the ‘Cashier’ screen is no longer a valid withdrawal option for you, you will need to have this method/account blocked by Security.
To enable us to swiftly handle your request, please email Security from your registered email address, explaining the reason why the method in question is no longer available to you and/or why you wish to block such method. Please do so before you submit your withdrawal request and be advised that once a deposit/withdrawal method is blocked, you will NOT be able to use that particular account/method again within our system.
Please contact Security with the subject line ‘Remove eCheck account information’ and we will assist you further.
Deposit limits are the maximum you may deposit to your Stars Account within a specified time frame. You may see your deposit limits for each deposit method once you have clicked on the specific deposit option logo at the cashier.
We allow you to restrict your own weekly real money deposit limits. Of course, those limits may be no higher than the ones we already have for your account.
Just go to ‘Tools’ > ‘Responsible Gaming’, and then ‘Restrict Deposit Limit’ (desktop), or ‘More’ > ‘Settings & Tools’ > ‘Responsible Gaming’ (mobile).
Please consult the ‘Purchase Limit Increases’ section of our Security FAQ for further information.
The cashier confirmation email sent to you advising of the return includes the return reason. If you require additional information, please contact Security for assistance.
Please contact Security with an explanation of why we received the returns. We will then reply with information on making restitution.
Since beginning operations, we have conducted millions of deposit, withdrawal, and transfer transactions for our players. In all cases we have, and will continue to, use legitimate and safe transaction methods which have been tested for safety and security.
Additionally, our player funds and account balances for all of our licences are held in separate accounts at a leading European bank, and are not used for any operational expenses. Such an arrangement ensures we can at all times fulfill any financial obligations to our players, and provides further reassurance that player funds are always secure with us.
Payment Services aims to answer all emails received within three hours, however during busy periods your email may take longer to be reviewed. Emails are answered in the order that they are received; please note that sending multiple emails will only delay a reply. We kindly request your patience and that you allow some time to receive a response, as we will respond as soon as we are able.
Our department does not provide telephone support; please send an email with complete details regarding your inquiry to Support and we will get back to you as soon as possible.