FAQ

We have a feature to help players who have forgotten their password. With the software (not the website) open, please follow these steps:

1. Open the software
2. Click the 'Forgot Password / Stars ID' button
3. Enter the required information in the ‘Forgot Stars ID / Password’ screen
4. After clicking ‘Submit’, you should receive a message asking you to enter and confirm a new password for your account.
5. You will now be able to ‘Save and Login’.

If you did NOT receive the above message, but instead receive any sort of error message, please contact Support, including the message or error code received, and we will be happy to help you out. In your email, please include the following details (include old/alternate addresses - the more information the better!):

• Your full name
• Your mailing/postal address
• Your zip/post code
• Any email address that may be registered to your account
• A telephone number, in case we need to contact you

This is very common and it is no problem at all. You will be unable to create a new account, so you simply have to retrieve your existing Stars ID. Please follow the following steps:

1. Open the software or, if it is already open, click the Login button in the lobby header.
2. On the login screen, click the 'Forgot Password / Stars ID' button
3. Click ‘Cancel’ and try logging in with the email associated with your account

Remember, if you get stuck at any point, please feel free to contact us via Support – we are happy to help! To help us assist you the first time around, please include the following in your email (include old/alternate addresses - the more information the better!):

• Your full name
• Your mailing/postal address
• Your zip/post code
• Any email address that may be registered to your account

We deal the cards in a fair and honest manner. Once the deck is shuffled, it is set, and the order in which the cards are dealt cannot be changed. The software that shuffles and deals the cards cannot control who wins or lose; it just deals the cards and the rest is up to the players in the game. Our software produces a shuffle that is completely random, which favors no player over any other. The methods we use ensure complete randomization of the cards, and complete unpredictability of the cards to come. See the description of these methods.

We arranged for the largest consulting firm specializing in software security and quality, Cigital, to review our shuffle. Their investigation found the shuffling to be fair and random. Read their analysis.

Should you have further questions regarding our shuffle or security of our software, feel free to ask any question you would like to Support. The integrity of our games is paramount to our success, and we are happy to address any concern you may have.

Open the software and head to the ‘Cashier’ or just follow this link.

Please send an email with complete details regarding your inquiry to Support and we will get back to you as soon as we can.

To request a withdrawal, open the ‘Cashier’. Select ‘Withdraw’ from the appropriate currency bankroll, and enter the amount you want to withdraw. Once you click on the ‘Submit’ button, another screen will display how your withdrawal will be processed.

Withdraw now

You can also login to your account through our website (where available). From the ‘Account’ menu, you can visit the Cashier.

Mobile Poker is available for iPhone®, iPad®, iPod touch®, and Android™ devices. The PokerStars TV and Clock Apps are available for Apple® devices. You can download Mobile Poker and other Apps using the various methods described on this site. You can also download the application for Apple® devices directly from the App Store℠, and for Android devices from here.

Yes, all of the Mobile applications are free to download and use. However, some of our apps use data for which you may be charged (please see below).

To play in the Mobile Poker application, you will need a Stars Account.

If you already have an account but cannot remember your log in details, please email Support with your full name and address, as well as your Stars ID, and we will help you get back in the game. 

Whenever possible, you should email us using the email address which has been registered and validated on your Stars Account. This allows us to access your account information and give you the most accurate response. 

Please note that if you already have a Stars Account, you will need to use that account to play from the mobile application. You are not allowed to create a new account. 

If you do not have a Stars Account, you can create one using the desktop platform. To do this, please visit our website from your computer. You can also create a Stars Account directly in the Mobile Poker App.

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.

It is NOT permitted to withdraw directly from transfers received from other players.

In accordance to our END USER LICENSE AGREEMENT:

1. 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.
2. Users cannot withdraw funds directly received from a transfer.

We therefore ask that you do not submit said withdrawal request and that you continue playing the received funds at our tables.

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

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.

To cancel your previous withdrawal you will need to access the Cashier, select the 'Pending Withdrawals' 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 withdrawal method "if available" or wait until the pending request has been processed.

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 Withdrawal Policy.