Security Related Frequently Asked Questions
Security – Deposit Limit Increases
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. You will need to select ‘Increase Deposit Limits’ to raise your deposit limits.
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.
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 firstname.lastname@example.org.
Note: The deposit limits applied to your account are separate from self-imposed limits which are those that you may set yourself. For more information on self-imposed deposit limits please click here.
Security – Withdrawals
Your account may need to pass an additional security review prior to your withdrawal being processed. Please check the inbox of your PokerStars registered email address for any emails you may have received from our Security team. If you have not received any such emails, please email email@example.com for clarification.
Before submitting your withdrawal request we advise that you first email firstname.lastname@example.org from your registered email address explaining the reasons behind the likely country mismatch. Failure to do so may result in a delay to the processing of your withdrawal.
If you already have a withdrawal request pending to be processed, and wish to submit a second/new withdrawal request through the same method, you will first have to cancel your existing request and submit a new withdrawal request for the combined amount.
If you would like to cancel a pending withdrawal 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 Withdrawals’ and then the 'Cancel Pending Withdrawals' option, which is found under your personal information table. You will be presented with a list of your pending withdrawals. Select the transaction(s) you wish to cancel and click on the 'Cancel Selected Withdrawals' button.
Or, log in to your PokerStars account, visit the Cashier and select the 'Make a Deposit' option. You will be presented with a list of your pending withdrawals and the option to either cancel them or continue with a new deposit. Select the transaction(s) you wish to cancel and click on the 'Cancel Selected Withdrawals' button. (See above screenshots).
Please note that if you select the 'Continue with Deposit' option, your pending withdrawals will be processed as per normal.
Either way you choose to cancel your pending withdrawal, you will be required to confirm your password 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 withdrawal request was cancelled.
If your withdrawal 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 withdrawal 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 withdrawal request.
It depends on the payment method that has been used to process your withdrawal. For full details on processing times and waiting times please refer to our Withdrawal Policy.
No, you can deposit or withdraw funds to/from your account via any payment methods offered by PokerStars, from anywhere in the US or in the world.
The only exceptions are deposits or withdrawals at the Resorts Casino cage which must be completed by the account holder in person on Resorts Casino premises in New Jersey.
Please be advised that for cage transactions, you will need to provide a valid government issued photographic ID such as a passport or driver’s license, and confirm the last four digits of your Social Security Number for added security. More details on cage deposits and withdrawals are available here.
You may withdraw funds from your account and collect cash at the Resorts Casino cage.
You can initiate your request via a withdrawal through the Cashier. Once approved, you will receive a confirmation email informing you that your funds are ready for pickup at the cashier cage.
Please note that if you request a withdrawal at the Resorts cashier cage without first initiating the transaction via the Cashier, you will need to wait a short period for the request to be reviewed and approved before you can collect your funds.
We try to minimize processing time as much as possible, but withdrawals must be reviewed in accordance with internal security guidelines as part of our efforts to prevent fraud.
The cage is located on the main Casino floor at Resorts Casino, Atlantic City.
Security - Changes to account information and registered details
If you would like to update your name because your name has changed as a result of marriage or divorce, we kindly ask you to upload a copy of your government issued ID and relevant marriage/divorce certificate or other court records showing birth name and present name 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.
* . 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 email@example.com
Security – Account access and login problems
For more information on ways of retrieving your User ID please click here.
For more information on how to change or retrieve account passwords please click here.
Please contact firstname.lastname@example.org quoting the error message ‘71/1001’ in the subject line for assistance regarding this issue.
Please contact email@example.com 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.
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.
To do this, simply follow these instructions:
Open the Main Lobby
Go to Help
Go to Log Files
Select ‘Save Log Files as ZIP...’
Save the file to your desktop
Reply to this email and click on Attach File (or similar option)
Select the ZIP file located in your Desktop
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 – Generic account information and account security
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.
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.
Please email firstname.lastname@example.org 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.
We currently offer a PokerStars PIN that you can enable on your account for added security.
For more information about the PokerStars PIN, please click here.
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.
For more information about the RSA Security Token, please click here.
Please send an email to email@example.com with the subject title ‘Collusion report’ and an investigation will be conducted on the reported accounts. Alternatively visit the ‘Help’ section of your PokerStars account and click on ‘Contact support’.
Please send an email to firstname.lastname@example.org with the subject title ‘Multiple account report’ and the player(s) reported will be investigated. Alternatively visit the ‘Help’ section of your PokerStars account, click on ‘Contact support’. 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.
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 email@example.com and you will be advised if the email is genuine.
Security – Contacting the Security Department
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.
Emailing another department will not result in you receiving a faster response; the new email will also be forwarded to the Security Team.
We are committed to responsible gaming, and are dedicated to an enjoyable and positive gaming experience.
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