Frequently Asked Questions

General Questions:

What are your Terms Of Service? I am having troubles downloading, installing or using the software. I would like to play under different names. Can I have more than one account? I lost my password! How can I help keep my Stars Account secure? I am not getting emails delivered to my inbox. Can I change the language the software appears in? How can I make sure I always get emails in my preferred language? Will this affect the language I receive poker hand histories in? Do you offer a software version for Mac?

Poker Game Play

What happens if I am disconnected in the middle of a hand? What happens if the system crashes in the middle of a game? The poker game I wish to join is full. What should I do? What is the minimum buy-in? What is a buy-in obligation? What is a ‘rake’? How much is the rake in poker games? How do I know how much money is in the pot? Can I request more time to make a decision during a cash game hand? Does the poker software allow me to muck the winning poker hand? How do I request a hand history? How many hand histories can I request? How do I request my poker play statistics? What is Stars Rewards? How can I join? What are redemption points? I see a little ‘N’ underneath some players images...what is this? Can I play at the same table as my friend? What is the difference between No Limit, Pot Limit and Fixed Limit poker? What is a ‘CAP game’? What happens if there aren’t enough cards left in the deck in a game of draw poker? Are there any rules I need to know about ‘sitting out’ in cash games? Can I use play money or low stakes to represent other, higher stakes?

Online Poker Chat:

What are your chat rules? What should I do if someone is abusing the chat feature?

Images:

How do I make an image for myself? I find the images at the table distracting. How do I turn them off? I don't like my chosen image any more. Can I change it?

Game Integrity:

How can you ensure the integrity of your games? Do you use props or shills? Are your employees allowed to play on your site? I see that many well-known players are representing you in many poker tournament events and play weekend challenge matches against a weekly poker tournament leader. They are obviously associated with you. Why are they allowed to play poker in money games and poker tournaments on your site?

Poker Tournaments:

Where can I view upcoming poker tournaments? How do I register for a poker tournament? Can I play at more than one table at the same time? I played a poker tournament several days ago, and the information is no longer displayed in the lobby. How do I retrieve it? If I am faced with a difficult decision in a poker tournament, may I "request time"? What happens if a tournament needs to be cancelled? I qualified for an event that I can no longer play in... What do I do?

Play Money Poker Games:

Can I start playing poker now? How many play money poker chips do I start with? What if I run out of chips? How do I recognize the play money poker tables?

Buying Play Money poker chips

Can I buy Play Money chips with real money? Can I exchange Play Money chips for real money? Can I trade Play Money chips with other players or sites? Can I get a refund on Play Money chips I purchased but won’t use? What payment methods can I use to purchase Play Money chips? I am having problems purchasing Play Money chips, how do I get help? I am having problems completing a Play Money Chips purchase using: Yandex Money or Qiwi Wallet, why is this? How do these purchases appear on my statement? Where can I see my Play Money purchase history? How do I know if my purchase has been successful? My payment method was debited but my Play Money chips were not credited?

Real Money Poker:

Can I play for real money? Why is my credit card being declined, and what can I do? Will you ever require me to send my credit card details via email? Can I transfer money to another user, or receive a transfer? Is my Stars Account balance used for your operational expenses or is it kept in a separate account?

Why I should play on your site:

Most importantly, why should I play online poker with you?

Star Codes:

What is a Star Code? How and where do I get a Star Code? I have a Star Code, how do I use it? I have entered my Star Code, how do I know it worked? I have more than one Star Code, can I use them all? I entered the code and did not receive the pop up message. What do I need to do now? Is there anywhere else I can check that a bonus or tournament ticket has been applied to my account? I received my Star Code. How long is it valid?

Support

Have a question we haven't covered? Our customer service team is standing by, 24 hours a day. Email Support with any queries.

Responsible Gaming

Responsible Gaming

We are committed to responsible gaming, and are dedicated to an enjoyable and positive gaming experience.

Support FAQ

FAQ

Our support team has assembled a list of questions that players often ask them, along with all the answers.

Poker Games FAQ

faq games

Frequently asked questions and answers about playing poker at PokerStars.

Special Offers

Special Offers

PokerStars has special offers running all year round, with cash prizes, seats to the best live events and much more.

How to Play Poker

How to Play Poker

You'll find the rules of poker, beginner tips and in-depth strategy in the PokerStars How to Play section.

Playing for Real Money

Chip Stack

Make your first real money deposit and start playing at PokerStars. Deposits are fast and secure.