Security Related Frequently Asked Questions

Account Verification, Age Verification and Documents

Security – Deposit problems

Security – Purchase limit increases

Security – Echeck related issues

Security – Cashouts/Withdrawals

Security - Player to player real money transfers

Security - Changes to account information and registered details

Security – Generic account information and account security

Security – Account access and login problems

Security – Contacting the Security Department

Collections – Settling negative balance

Account Verification, Age Verification and Documents

Q.Why do you request identity verification documents?

A.

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

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

A.

As long as the documents you send are valid and clear to read, they should be fine. Here are some examples of acceptable and unacceptable documents:

Example 1:
An unacceptable, badly cropped image:

An unacceptable, badly cropped image

An acceptable, correctly cropped image:

An acceptable, correctly cropped image:

Example 2:
An unacceptable blurry/out of focus ID, with details masked:

An unacceptable blurry/out of focus ID, with details masked: An unacceptable blurry/out of focus ID, with details masked:

An acceptable, non-blurry/in focus ID with no details masked:

An unacceptable blurry/out of focus ID, with details masked:

Q.What is the best way to send verification documents?

A.

The best way to send your documents is via the PokerStars Client. Once logged in, please navigate to Help/Contact support (via the Main menu in the lobby). Here you can browse to files on your computer and upload them directly to us. Please ensure you select the correct category ‘Security’ > 'Age Verification’.

You can also send documents by email to verification@pokerstars.eu using the email address associated with your PokerStars account.

Q.What format should I use for the verification documents I send to verification@pokerstars.eu

A.

You may send your documents as JPEG picture files. We also accept PDF, TIFF and DOC files. Please ensure that the size of the file is no greater than 5 MB, if necessary send multiple emails.

Q.What is your fax number?

A.

Fax: 00 356-21-318677 
* Please include “pokerstars.eu” and your username on all the pages if you send a fax in order to allow us to rapidly locate your account.

Q.What type of government photographic issued ID is acceptable?

A.We accept the following government issued ID*:
  • National Passport
  • Government-issued ID card
  • Driving License
  • Forces ID card
  • Citizen-Card T or PASS Card
*Please note that documents may vary by country.

Q.What documents are acceptable of proof of address?

A.We accept the following proofs of address:
  • Gas, water, electric, cable TV or phone bill - no older than three months
  • Bank statement - no older than three months
  • Credit card statement - no older than three months
  • Household or motor insurance certificate (no older than 12 months).
* Please note that documents may vary by country. The document must show the name and address of the addressee as well as the date of issue.

Q.I feel unsure about sending verification documents to PokerStars.

A.

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 by trained staff and stored in a secure location in accordance with the Data Protection laws with which we have to comply.

Security – Deposit problems

Q.I have attempted to make a deposit on my account and I receive an error message stating that Deposits and Cashouts are disabled on my account. Why is this?

A.

If you receive a similar error message, your account will need to pass an additional Security review.

security faq 3

In order to assist us with this review, we ask you to first check the inbox of your registered email account and provide us with the explanations and/or documentation requested in the email. Should you need to provide documentation, you may do so following the instructions below:

  • Log into your account via the PokerStars Client
  • Navigate to ‘Help > Contact Support / Upload Documents’
  • In the pop-up screen that will appear select ‘Security’ and the ‘Documents’ sub-category
  • Browse to files on your computer and upload them directly to us.
  • Please ensure you specify ‘Deposit issues’ in the Subject line and add you add any explanation requested in the Comments section of the pop-up.
security faq 4 security faq 5

If you are not able to log into your account please scan or make a digital photo of your ID (front and back) and send it to security@pokerstars.eu, or fax to:

PokerStars 
Attn: Security
Fax: 00 356-21-318677 
*** Please include “pokerstars.eu” and your username on all the pages if you send a fax in order to allow us to rapidly locate your account.

Q.I have sent you the copy of my ID, yet I still cannot deposit.

A.

Please allow us up to 72 hours to review your case.  In the event we require further information we will reply with the request as soon as we can.  If no further review is necessary, we will notify you via email when your account has been cleared for all real money transactions.

Q.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?

A.

You are being asked this information because a relationship has been established between your account and another account currently under review.  These types of reviews are common and necessary in order to ensure the safety of players’ accounts and integrity of our site.

Security – Purchase limit increases

Q.How do I increase my purchase limits?

A.

Based on your account standing you may be able to personally increase your deposit limits directly from the Cashier Screen. To do so you will need to log into your account and select the Cashier button on the Main lobby. The below screen will appear and you will need to select ‘Increase Deposit Limits’ to raise your deposit limits.

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Note: You must have successfully deposited with the selected method before being eligible for an increase and you would also need to have exhausted your current deposit limits.

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If you are unable to increase your limits via the software then you will need to contact Security for your request to be reviewed. Please email your request to security@pokerstars.eu together with a scanned copy of your Government issued ID, and copies of your credit card and bank statements if you use the following deposit methods: Echeck ELV, Credit Cards (VISA, MasterCard etc).

Q.I have restricted my own deposit limits, but I did not know that my previous deposits would count against my new limit. Can this restriction be removed?

A.

No. Once you have self imposed a weekly deposit limit and confirmed it by entering your password, we are unable to override it or modify it. The new deposit limit cannot be modified for the next 7 days. Once said time period has expired, you can remove the self imposed limit by selecting ‘Cashier > Restrict Deposit Limits’ and on the pop-up screen that appears click on the’ Remove Self imposed Limit'.

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Security – Echeck related issues

Q.I can no longer see the Echeck deposit method amongst my available deposit options in the in the Cashier screen. Can you advise why?

A.

Due to the nature of this deposit method (Instant eCheck), we may not always be able to provide it as a deposit option. If the option is not showing on your Cashier screen we are unable to offer it to you as a deposit option at the present time. Also note that we will often change the deposit options available to players based on account standing.

Q.One of my eCheck deposits was returned, what happens next?

A.

Please log into your account and make a deposit via the Cashier to cover the negative balance, using deposit options available to you at that stage. To deposit you will need to select the ‘Buy Chips’ button in the main Cashier screen.

security faq 12

If you do not know the reason for the return, please contact paymentservices@pokerstars.eu for assistance and more information.

Q.There is a charge on my bank statement that I do not recognize. How do I know if it is from your company?

A.

The descriptor that appears on your bank statement for transactions to and from your PokerStars account is displayed in your cashier confirmation email.

We try our best to provide accurate descriptors, however on rare occasions our payment processors change these descriptors without warning. Please contact paymentservices@pokerstars.eu if you see an unusual descriptor on your bank statement that you believe may relate to a PokerStars transaction. Please also be aware that your financial institution may abbreviate the descriptor.

Q.How come my balance does not show the deposit I have made a few minutes ago? I received an email confirming that the eCheck deposit was approved.

A.

If your eCheck deposit is not available for you to play it is possible that you had a return in the past and thus your deposit will not be available for you to play until after 10 days when it has fully settled into our account. Please only email security@pokerstars.eu if none of your previous deposits have been returned.

Q.This is my first eCheck return and I no longer have instant access to my eCheck deposits. When can I once again have real time access to the deposits?

A.

Eligibility to instant access to Echeck deposits is reviewed periodically on player’s accounts and the privilege is reinstated automatically based account standing.

Q.I have a new eCheck account, how do I register it in the Cashier?

A.

Please send an email to security@pokerstars.eu with the subject line ‘Remove eCheck account information’ and we will assist you further.

Security – Cashouts/Withdrawals

Q.I am trying to cashout; however, I get a message instructing me to contact Security.

A.

Your account may need to pass an additional security review prior to your cashout being processed.  In order to assist us with this review, we ask you to upload a copy of your government issued ID via the PokerStars Client if you have not done so already, following the instructions below:

  • Log into your account via the PokerStars Client
  • Navigate to ‘Help’ > ‘Contact Support / Upload Documents’
  • In the pop-up screen that will appear select ‘Security’ and the ‘Documents’ sub-category
  • Browse to files on your computer and upload them directly to us.
  • Please ensure you specify ‘Cashout Issues’ in the Subject line.
  • Q.I have received a transfer from another account and now I wish to cashout the funds I have been transferred. Do you have any requirement before I submit my request?

    A.

    On PokerStars it is NOT permitted to cash out directly from transfers received from other players.

    In accordance to our END USER LICENSE AGREEMENT:

  • a. A receiving User agrees that they may only use the funds from an account transfer to play the Games and not for any other purpose.
  • b. Users cannot cash out funds directly received from a transfer.
  • We therefore ask that you do not submit said cashout request and that you continue playing the received funds at our tables.

    Q.I am trying to cashout; however, the method/account I am being offered by default is no longer a valid option for me. How do I get it removed from my account to stop it showing up in the ‘Cashier’?

    A.

    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@pokerstars.eu 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 that once a deposit/cashout method is blocked, you will NOT be able to use again that particular account /method within the PokerStars system.

    Q.I will be submitting my cashout request from a country other than the one registered in my PokerStars account. Is there anything I should do?

    A.

    Before submitting your cashout request we advise that you first email security@pokerstars.eu from your registered email address explaining the reasons behind the likely country mismatch.

    Q.How many pending cashout requests can I have at any one time?

    A.

    Players are allowed to have only one pending cashout per payment method at any one time.

    If you already have a cashout request pending to be processed, and wish to submit a second/new cashout request through the same method, you will first have to cancel your existing request and submit a new cashout request for the combined amount.

    To cancel your previous cashout you will need to access the Cashier, select the 'Pending Cashouts' button and follow the on-screen instructions. Note, you will be asked to confirm your password.

    If you do not wish to cancel your pending request, please select a different cashout method "if available" or wait until the pending request has been processed.

    security faq 13

    Q.Can I cancel my pending cashout request?

    A.

    If you would like to cancel a pending cashout request, there are two ways you may do so from the PokerStars Cashier:

    Simply log in to your PokerStars account, visit the Cashier screen, select the ‘Pending Cashouts’ and then the 'Cancel Pending Cashouts' option, which is found under your personal information table. You will be presented with a list of your pending cashouts. Select the transaction(s) you wish to cancel and click on the 'Cancel Selected Cashouts' button.

    security faq 14 security faq 15

    Or,

    log in to your PokerStars account, visit the Cashier and select the 'Buy Chips' option. You will be presented with a list of your pending cashouts and the option to either cancel them or continue with a new purchase. Select the transaction(s) you wish to cancel and click on the 'Cancel Selected Cashouts' button. (See above screenshots).

    Please note that if you select the 'Continue with Deposit' option, your pending cashouts will be processed as per normal.

    Either way you choose to cancel your pending cashout, an email with details of your cancelled transaction(s) will be sent to your registered email address so there is no need to contact us to verify that the cashout request was cancelled.

    Q.Can I change my mailing address after I have submitted my cashout request?

    A.

    Yes, this is possible, however the pending cashout will need to be cancelled, and you will need to resubmit a new cashout after you make the required address changes.

    security faq 16

    You can cancel your pending cashout request/s from the same pop-up by selecting the ‘View/Cancel Pending Cashouts’ button, or wait until all pending cashouts have been processed to make the required amendments.

    Q.I am unable to locate my cashout in my PokerStars account transaction history and I have not received notification that the request was cancelled.

    A.

    If your cashout request does not appear in your account’s transaction history it is probably because it is under review by our Security department. This is a routine procedure which can take up to 72 hours. Should there be any issues with your cashout request as a result of said review, you will be contacted by a member of the Security team at your registered email address and advised on the next steps. There is no need to contact Security unless 72 hours have passed since your initial cashout request.

    Q.I am trying to cashout back to the same VISA card I have used to deposit. Why is the VISA option not available for me?

    A.Please note that the ‘VISA’ cashout option is only available if:
    • You have made at least one purchase with a CFT eligible VISA in the last six months
    • Your VISA card has not expired or is due to expire in the current month
    • Your cashout request to VISA is between USD 100 to USD 6,500 (please check with your card issuer for individual limits).
    • Cashouts to VISA will be automatically converted by PokerStars from your PokerStars account currency into the currency of the most recent CFT eligible VISA deposit.

    Q.How long will it take to process my cashout?

    A.

    It depends on the payment method that has been used to process your cashout. For full details on processing times and waiting times please refer to our Cashout Policy.

    Security - Player to player real money transfers

    Q.How can I make a player to player transfer from my PokerStars account?

    A.

    To request a transfer of funds from your account to another player’s account on PokerStars, simply log in and navigate to ‘Requests’ > ‘Transfer Funds’ from the main PokerStars Lobby (as illustrated below) and follow the on-screen instructions.

    Q.What is the minimum and maximum amount I can transfer?

    A.

    The minimum amount you may transfer is $0.01. The maximum amount is dictated by your account’s transfer limits which depend on your account status and previous history at PokerStars.

    * Please note that for larger transfers, we may conduct some verification checks either by phone or email and we may also ask you to provide specific documentation to prove your identity and account ownership.

    Q.What is the Transfer Out limit?

    A.

    Transfer Out’ limits have been implemented as an added safety feature for your account. ‘Transfer Out’ limits allow you to control the amount of funds which can be sent from your account using our transfer feature.

    Q.Can I transfer funds across different currencies?

    A.

    Transfers across different currencies can only be completed if both players (sender and receiver) have the same currency accounts set up within their PokerStars accounts.

    If you do not have the same account currency as your sender/receiver you may add the required currency to your account via the Client by logging in and selecting ‘Cashier’ > ’Add New Currency’ from the Main lobby menu.

    security faq 18

    Q.I requested a transfer; however, the transaction has not been finalized. What happens next?

    A.

    Your request may require a phone or email confirmation. Please check your inbox to see whether we have sent you an email about the queried transaction and ensure you have updated telephone contact details listed in PokerStars account.

    Q.Why are transfer confirmations necessary?

    A.

    Transfer confirmations are necessary for the safety of your account and in order to ensure that there is nothing untoward with the transaction(s).

    Q.How can I confirm that my transfer was cancelled and the funds credited back to my account balance?

    A.

    You will be able to check this information yourself by logging into your PokerStars account and navigating to the ‘Cashier’ > ‘History’ tab in the Main lobby (as illustrated below).

    security faq 19

    Q.I am waiting to receive a transfer from another player. Why have I not received the funds already, and are there any issues with the transfer?

    A.

    For more information regarding the particular transfer you are waiting for, we suggest you contact the sender of the funds directly to enquire about the delay, as our privacy policies prevent us from providing information in this regard.

    Q.I am unable to send or receive transfers. Can you help?

    A.Your account may need to pass an additional Security review prior to transfers being processed. In order to assist us with this review, we ask you to upload a copy of your government issued ID via the PokerStars Client, if you have not done so already, following the instructions below:
    • Log into your account via the PokerStars Client.
    • Navigate to ‘Help’ > ‘Contact Support / Upload Documents’.
    • In the pop-up screen that will appear select ‘Security’ and the ‘Documents’ sub-category.
    • Browse to files on your computer and upload them directly to us.
    • Please ensure you specify ‘Unable to send or receive transfers’ in the subject line.

    Q.I have funds in my account and I wish to transfer some to my friend, but the system tells me that don't have enough funds available. Why is that?

    A.

    If you have recently deposited using a method such as Instant eCheck or ELV, your deposit cannot be transferred out of your account until the clearing period of the method in question has elapsed. For Instant eCheck you should wait ten (10) days before you are eligible to transfer those funds. For ELV you should wait seven (7) days. Keep in mind that you can always transfer funds in excess of the deposited amount.

    Q.Can I use your transfer tool to send funds to my friend in need?

    A.

    No. Our transfer tool should only be used to help friends or other players to fund their accounts for the sole purpose of using such funds to play on PokerStars tables. Any other use of our transfer tool is prohibited and transactions that do not meet said criteria will be rejected.

    Q.Can I cashout the funds I received via transfers?

    A.In accordance to our END USER LICENSE AGREEMENT, on PokerStars it is not permitted to cashout funds received via transfers from other players:
    • a. A receiving User agrees that they may only use the funds from an account transfer to play the Games and not for any other purpose.
    • b. Users cannot cash out funds directly received from a transfer.
    We therefore ask that you do not submit said cashout request and that you continue playing the received funds at our tables.

    Q.I transferred funds to the wrong player, can you help reverse the transaction?

    A.

    We will attempt to reverse the transaction but we cannot guarantee that this will indeed be possible. Players are ultimately responsible for ensuring that they entered the correct details of the intended recipient. Please email security@pokerstars.eu as soon as possible with details of the transaction (date, time, amount and the User ID of the recipient).

    Security - Changes to account information and registered details

    Q.Is it possible to change the name on my account?

    A.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, following the instructions below:
    • Log into your account via the PokerStars Client.
    • Navigate to ‘Help’ > ‘Contact Support / Upload Documents’.
    • In the pop-up screen that will appear select ‘Security’ and the ‘Documents’ sub-category.
    • Browse to files on your computer and upload them directly to us.
    • Please ensure you specify ‘Change of Name’ in the Subject line and that you include the reasons for the name change request in the body of the message.
    * In the case of name change due to marriage or divorce please ensure that you also provide the relevant marriage/divorce certificate or other court records showing birth name and present name. If you are not able to log into your account please scan or make a digital photo of the requested documents and send these to security@pokerstars.eu

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

    A.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.

    To upload your documents please follow the instructions below:
    • Log into your account via the PokerStars Client.
    • Navigate to ‘Help’ > ‘Contact Support / Upload Documents’.
    • In the pop-up screen that will appear select ‘Security’ and the ‘Documents’ sub-category
    • Browse to files on your computer and upload them directly to us.
    • Please ensure you specify ‘Change of Country’ in the Subject line, and that you include the reasons for your request in the body of the message.

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

    A.Please note that you may personally change or update the home address registered in your PokerStars account in a few easy steps:
    • Log into your account via the PokerStars Client.
    • Navigate to ‘Account’ > ’Change account’ > ’Change mailing address’ as illustrated below and follow the on-screen instructions.
    security faq 20

    Q.How can I update my date of birth?

    A.

    You will be able to enter your date of birth personally from the Client only if you have never registered a date of birth before.

    security faq 21 To update a date of birth already registered in your account, we kindly ask you to upload via the PokerStars Client a copy of your government issued ID following the instructions below:
    • Log into your account via the PokerStars Client.
    • Navigate to ‘Help > ‘Contact Support / Upload Documents’.
    • In the pop-up screen that will appear select ‘Security’ and the ‘Documents’ sub-category.
    • Browse to files on your computer and upload them directly to us.
    • Please ensure you specify ‘Change of DOB’ in the Subject line, and that you include the reasons for your request in the body of the message.
    Alternatively please email us the document requested at security@pokerstars.eu including the same subject line and explanation mentioned above. security faq 22

    Q.My bank account number has changed – how can I update it?

    A.

    To enable us to swiftly handle your request, please email security@pokerstars.eu from your registered email address stating ‘Remove bank account information’ in your subject line.

    Please also ensure that you include in your email the new account number/relevant details and an explanation for the change request.

    Security – Generic account information and account security

    Q.How many accounts am I allowed to have?

    A.

    Players are only allowed one account at PokerStars. Having more than one account is and will be considered as a breach of our Terms of Service.

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

    A.

    No. Sharing your account with anyone or using someone else’s account to access the software or play at the tables is strictly forbidden and in clear violation of our Terms of Service.

    Q.How can I close my account?

    A.

    Please email support@pokerstars.eu requesting to have your account closed and including the reason behind your decision.

    It is important to note that having your account closed does not entitle you to open a new account on PokerStars.

    Q.How can I increase the security of my account?

    A.

    We currently offer a PokerStars PIN (formerly called Secure ID) that you can enable on your account for added security.

    More information about the PokerStars PIN is available online at: /poker/room/features/security/pin/

    Moreover, you can order an RSA Security Token through the PokerStars VIP Store. The RSA Security Token will help to combat key loggers by requiring someone attempting to access your account to have the RSA Security Token physically with them, thus upgrading your account security to a 'two factor authentication' - password and RSA generated code.

    More information about the RSA Security Token is available online at: /poker/room/features/security/rsa-token/

    Q.I have spotted two players colluding or chip dumping, to whom should I report them?

    A.

    Please send an email to support@pokerstars.eu with the subject title ‘Collusion report’ and an investigation will be conducted on the reported accounts.

    Q.I think a player has got multiple accounts. Will you do something about this?

    A.

    Please send an email to support@pokerstars.eu with the subject title ‘Multiple account report’ and the player(s) reported will be investigated. Appropriate action will be taken should we find that the accounts reported belong to the same player, however for privacy reasons, we will not be able to disclose any information to you about actions taken.

    Q.How can I identify false (Spoof or Phishing) emails?

    A.

    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. If you have any doubt about the authenticity of an email, please forward it to support@pokerstars.eu and you will be advised if the email is genuine.

    Security – Account access and login problems

    Q.I have forgotten my User ID. What must I do?

    A.

    For more information on ways of retrieving your User ID please click here.

    Q.I have forgotten my password. How can I retrieve it?

    A.

    For more information on how to change or retrieve account passwords please click here.

    Q.I cannot log on my account. I receive an internal error message 71/1001?

    A.

    Please contact security@pokerstars.eu quoting the error message ‘71/1001’ in the subject line for assistance regarding this issue.

    Q.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.

    A.

    Please contact security@pokerstars.eu quoting the error message in the title and attach the PokerStars software log files to your email.

    To retrieve your log files, please load the PokerStars Client (Note: login is not required to carry out this action).

    From the lobby, please navigate to 'Help' > 'Log Files', then select 'Send log files to Support'. This will automatically send the files to us.

    security faq 23

    Alternatively, you can select 'Save log files as ZIP...' and your log files will then automatically be saved as a .zip file on your hard drive.

    security faq 24 To do this, simply follow these instructions:
    1. Open the Main Lobby
    2. Go to Help
    3. Go to Log Files
    4. Select "Save Log Files as ZIP..."
    5. Save the file to your Desktop
    6. Reply to this email and click on Attach File (or similar option)
    7. Select the ZIP file located in your Desktop
    8. Click OK and send the email
    * It is important that you send us these files as soon as you can as they are kept on your hard drive only for a period of one day.

    Security – Contacting the Security Department

    Q.I have sent multiple emails to you and I have not received a reply. When will you reply to my emails?

    A.

    Emails are answered in the order that they are received; sending multiple emails will only delay reply. We kindly request your patience and allow at least 12-24 hours.

    Q.Since security@pokerstars.eu has failed to reply, I will email another department.

    A.

    Emailing another department will not result in you receiving a faster response; the new email will also be forwarded to the Security Team.

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

    A.

    Our Security Department does not receive inbound calls; please send an email with your phone number and convenient time at which you may be reached in the event phone contact is necessary.

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

    A.

    In order to validate your credit/debit card you will need to download the PokerStars Credit/Debit Card Validation Form and return the completed form to PokerStars by e-mail, fax or via the PokerStars client, as specified in the form.

    Collections – Settling negative balance

    Q.I have a negative balance on my account. What do I do to settle it?

    A.

    Please log into your account and make a deposit via the Cashier using any of the available deposit options. To deposit, you will need to select the Buy Chips button in the main Cashier screen.

    security faq 25

    If you are experiencing any problems with repaying the balance owed, then please email collections@pokerstars.eu for assistance.

    Q.The deposit options available to me in the Cashier have recently changed. Why?

    A.

    We will often change the deposit options available to you based on your account standing. If a deposit method is no longer listed in your Cashier screen, this means that it is not available to you at this time.

    Q.I have received an email telling me I owe money, how can I be sure this is the case?

    A.

    Please log into your account and select the ‘History’ button in the Cashier to view your recent transactions.

    security faq 26

    You can also check your bank statement as the funds owed would not have been debited from your bank account.

    If you establish that the funds claimed have been debited from your account then please email collections@pokerstars.eu for assistance, ensuring you also provide a scanned copy of your bank statement.

    Q.I received an email saying I owe an amount that I have never deposited; I would never deposit such amount, why do I owe it?

    A.

    If we have received a number of returns on your account we will often give the total accumulative value of your returns. If we have three returns for $30, we will email you to let you know the amount of $90 is due.

    Q.I received an email saying I owe an amount including cents; I did not deposit in cents why do I owe a value that is not rounded?

    A.

    If you have a positive balance at the time we receive a return, we will deduct the returned amount from your current account balance. For example, if your deposit for $20 is returned by your bank, and you have an account balance at the time of $8.67 this will put your account into a negative balance of -$11.33. You would then be liable to repay the difference.

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    Play Poker

    Learn How to Download the Poker Software