Security Related Frequently Asked Questions

Account Verification, Age Verification and Documents

Why do you request identity verification documents? How do I know if the documents I am sending will be acceptable? What is the best way to send verification documents? What format should I use for the verification documents I send to the Verification team? What type of government photographic issued ID is acceptable? What documents are acceptable of proof of address? How do I use the Live Document Capture/Upload tool? Are there any guidelines for using the Live Document Capture/Upload tool? I feel unsure about sending verification documents to you.

Security – Deposit problems

I have attempted to make a deposit on my account and I received an error message stating that Deposits and Withdrawals are disabled on my account. Why is this? I have sent you the copy of my ID, yet I still cannot deposit. 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?

Security – Purchase limit increases

How do I increase my purchase limits? 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?

Security – Echeck related issues

I can no longer see the Echeck deposit method amongst my available deposit options in the in the Cashier screen. Can you advise why? One of my eCheck deposits was returned, what happens next? There is a charge on my bank statement that I do not recognize. How do I know if it is from your company? 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. 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? I have a new eCheck account, how do I register it in the Cashier?

Security – Withdrawals

I am trying to withdraw; however, I get a message instructing me to contact Security. I have received a transfer from another account and now I wish to withdraw the funds I have been transferred. Do you have any requirement before I submit my request? I am trying to withdraw; 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’? I will be submitting my withdrawal request from a country other than the one registered on my account. Is there anything I should do? How many pending withdrawal requests can I have at any one time? Can I cancel my pending withdrawal request? Can I change my mailing address after I have submitted my withdrawal request? I am unable to locate my withdrawal in my PokerStars account transaction history and I have not received notification that the request was cancelled. I am trying to withdraw back to the same VISA card I have used to deposit. Why is the VISA option not available for me? How long will it take to process my withdrawal?

Security - Player to player real money transfers

How can I make a player to player transfer from my Stars Account? What is the minimum and maximum amount I can transfer? What is the Transfer Sending limit? Can I transfer funds across different currencies? I requested a transfer; however, the transaction has not been finalized. What happens next? Why are transfer confirmations necessary? How can I confirm that my transfer was cancelled and the funds credited back to my account balance? 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? I am unable to send or receive transfers. Can you help? 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? Can I use your transfer tool to send funds to my friend in need? Can I withdraw the funds I received via transfers? I transferred funds to the wrong player, can you help reverse the transaction?

Security - Changes to account information and registered details

Is it possible to change the name on my account? What must I do to change the registered country on account? How can I update the registered home address in my Stars Account? How can I update my date of birth? My bank account number has changed – how can I update it?

Security – Generic account information and account security

How many accounts am I allowed to have? Can I share my account with someone else or use someone else’s account to play at the tables? How can I close my account? How can I increase the security of my account? I have spotted two players colluding or chip dumping, to whom should I report them? I think a player has got multiple accounts. Will you do something about this? How can I identify false (Spoof or Phishing) emails?

Security – Account access and login problems

I have forgotten my Stars ID. What must I do? I have forgotten my password. How can I retrieve it? I cannot log on my account. I receive an internal error message 71/1001? 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.

Security – Contacting the Security Department

I have sent multiple emails to you and I have not received a reply. When will you reply to my emails? Since Security has failed to reply, I will email another department. I need to speak to someone in Security. What is your phone number? What form should I fill out when requested to validate my credit/debit card?

Collections – Settling negative balance

I have a negative balance on my account. What do I do to settle it? The deposit options available to me in the Cashier have recently changed. Why? I have received an email telling me I owe money, how can I be sure this is the case? 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? 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?

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