Online Poker Cashier Deposits and Cashouts Information
Cashier Deposit and Cashout Frequently Asked Questions
Q.How do I make a deposit?
To make a deposit, from the PokerStars Lobby (the first screen that appears when you log-in), click the "Cashier" button, and a new window will appear.
- Click 'Deposit'
- Click on your preferred deposit method (i.e. Visa, MasterCard, etc)
- Click on the "Deposit" button on the lower right of the screen
- Follow the on screen instructions
- Enter the deposit amount in the "Charge Amount:" box
- Enter the deposit bonus code (if available)
- Click on "Submit" once you are ready to complete your transaction
Q.I got charged for my deposit request but my funds are missing. What do I do?
Please contact email@example.com 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?"
Q.I made a mistake, how do I cancel my deposit?
If you have inadvertently deposited more than you intended, please contact firstname.lastname@example.org immediately with your request for review and consideration. Please note that we are unable to cancel deposits for any reason other than this.
Q.You rejected my credit / debit card deposit but my account was still charged. What do I do?
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 the approval of the purchases you attempted at PokerStars.
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 email@example.com.
Q.Why is my credit card being declined, and what can I do?
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.
Q.Can I transfer funds from my Full Tilt Poker account?
Yes, in addition to our regular methods, you can also transfer funds from your Full Tilt Poker account. Please see our Full Tilt Poker account transfer page account transfer page for more details.
Help making a deposit
Q.I am having problems making a deposit. How do I get help?
For assistance in making a deposit, PokerStars offers the following options:
- If your deposit attempt is unsuccessful, you may be offered the ability to request live support. Once selected, PokerStars will contact you via live chat to assist you with your deposit. If you do not see an offer of live support, email firstname.lastname@example.org with ‘Chat Request’ in the subject line, and remain logged in to PokerStars to await further assistance. Live Deposit Assistance is currently available in English, Spanish, French, Italian, Russian, Dutch, and Portuguese
- If you are unable to request live support and you would like to be contacted by phone regarding your deposit request, please contact our Deposit Assistance Department at email@example.com. Please also provide your phone number and an appropriate time to call you.
- If you wish to receive assistance via email, simply contact firstname.lastname@example.org.
Q.What deposit options do I have?
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 ‘Deposit’.
Depositing on your mobile device
Q.Can I deposit real money on my mobile/tablet device?
Q.What deposit options can I use with the Mobile Cashier?
Q.How do I request a cashout?
To request a cashout, click the ‘Cashier’ button in the PokerStars Lobby and the Cashier window will appear on your screen. Click ‘Cash Out’ from the appropriate currency bankroll, and enter the amount you want to cash out. Once you click on the ‘Submit’ button, another screen will display how your cashout will be processed.
Q.What are my cashout options?
Your cashout options are based on your country of residence. For more information about each of your cashout 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 cashout policy.
Q.Why am I asked to provide my place of birth and citizenship information?
We request this information to comply with the terms of our Isle of Man licensing agreement.
Q.Why am I not able to choose where my funds will be sent?
Whenever possible, cashouts are first processed back to the method(s) used to deposit. Within each deposit method, cashouts are then applied back to your oldest deposit first and your most recent deposit last. To learn more about our cashout policy, please refer to our cashout policy.
Q.Why am I unable to submit my request for a cashout?
PokerStars provides a very high level of security for our players. In order to protect against collusion and fraud, a 48-hour delay may be imposed on cashing out from your last deposit. If so, please allow 48 hours from your last deposit before requesting your cashout.
Q.What are my cashout limits?
The minimum withdrawal amount varies by payment method, and can be viewed in the PokerStars Cashier upon selecting the payment method in question. For complete details, please contact email@example.com.
Q.What exchange rate will be used for my cashout?
This information will be displayed on the right hand side of the screen when selecting your cashout option. For more information, please refer to our real money transaction processing and currency conversion terms and conditions.
Q.Why can I no longer see a cashout option I have previously used?
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 since June 1, 2014 are archived in a separate database. This means that your cashout options will be based on the last 12 months of deposit history since June 1, 2014. If your desired payment method is no longer available in your cashier screen (provided it is a payment method that can be used for cashing out) you will need to make a new purchase in order to be able to cash out through it once again.
Q.How frequently can I cash out my funds?
You can only have one pending (ie. requested but not processed) cashout per payment method at any one time. Furthermore, depending on the method used, you can make only a limited number of cashout requests per 24 hour period. These limits will be displayed on the right hand side of the screen whilst selecting your cashout options.
Q.I have a new Visa. How can I cashout to it?
When you make a cashout 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 at PokerStars 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 firstname.lastname@example.org for assistance. For further details regarding Visa cashouts, please refer to our cashout policy.
Q.How long will it take to process my cashout?
Cashouts processed back to previous deposits with NETELLER, Skrill, Yandex.Money, PayPal and Wallet One will appear in your account within a few minutes.
Cashouts to NETELLER, Skrill, INSTADEBIT, Yandex.Money, PayPal and Wallet One that are above the total amount deposited, will be processed within 72 hours.
Cashouts 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 cashout has been processed for the funds to appear on your statement.
Cashouts to WebMoney, Moneta, Ukash and QIWI Wallet will be processed within 72 hours.
PokerStarsPay cashouts 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 cashouts 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 cashouts will be sent for processing within 72 hours. Please allow 2-5 business days for funds to be credited to your designated bank account.
USD Checks will be delivered by regular mail and are expected to arrive within 15 business days. Non-USD checks under USD $1,000 (or equivalent) will be sent by regular mail, and are expected to arrive within 15 business days. Non-USD checks over US $1,000 (or equivalent) will be delivered by courier and are expected to arrive within 7 business days.
For further information, please refer to our cashout policy.
Q.Can I cancel my cashout?
If your cashout request has not yet been processed, you will be able to cancel it via the Cashier. From the Cashier, click 'Pending Cashouts' to view all currently pending cashout requests. If you wish to cancel a pending cashout, tick the 'Cancel' box and click 'Cancel Selected Cashouts'. If you are unable to do so, it is probably because your cashout is under review by our security department. This is a routine procedure which usually takes no longer than a few hours.
Q.I have not received my cashout, what happens next?
Please make sure you have allowed enough time for your cashout to appear on your statement as per above suggested time frames. If after this time has elapsed you still have not received your cashout, please contact email@example.com, making sure to provide any relevant account history or statements for your payment method, showing that the cashout was not received, and we will gladly assist you.
Q.The payment method my cashout was sent to is closed/expired, where are my funds?
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 firstname.lastname@example.org so that we can assist you further.
Q.Can I transfer funds to my Full Tilt Poker account?
Yes, in addition to our regular methods, you can also transfer funds to your Full Tilt Poker account. Please see our Full Tilt Poker account transfer page for more details.
Update/remove payment method details
Q.The cashout method to which you are sending my funds to is no longer active or I no longer wish to use it, what do I do?
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 email@example.com 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 cashout request and be advised that once a deposit/cashout method is blocked, you will NOT be able to use that particular account /method again within the PokerStars system.
Q.I have a new eCheck account, how do I register it in the Cashier?
Please contact firstname.lastname@example.org with the subject line ‘Remove eCheck account information’ and we will assist you further.
Q.What are my deposit limits?
Deposit limits are the maximum you may deposit to your PokerStars 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.
Q.Can I restrict my own deposit limits?
PokerStars allows 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 the lobby, choose cashier from the top lobby menu, and select "Restrict Deposit Limit".
Q.How do I increase my purchase limits or remove my self-imposed deposit limits?
Please consult the ‘Purchase Limit Increases’ section of our Security FAQ for further information.
Q.Why was my deposit returned?
The cashier confirmation email sent to you advising of the return includes the return reason. If you require additional information, please contact email@example.com for assistance.
Q.I would like to settle my negative balance, how can I do this?
Please contact firstname.lastname@example.org with an explanation of why we received the returns. We will then reply with information on making restitution.
Q.Is my money safe with PokerStars?
Since beginning operations in 2001, PokerStars has conducted many millions of deposit, cashout, 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, PokerStars 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 PokerStars.
Q.How long will it take to receive a reply?
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.
Q.I need to speak to someone in Payment Services department. What is your phone number?
Our department does not provide telephone support; please send an email with complete details regarding your inquiry to email@example.com and we will get back to you as soon as possible.