Online Poker Cashier Deposits and Cashouts Information
Cashier Deposit and Cashout Frequently Asked Questions
Open the software and head to the ‘Cashier’ or just follow this link.
Please contact Support with all the details for your deposit, making sure to provide any relevant account history or statements for your payment method showing that the payment was successfully debited, so we can initiate an investigation. For credit/debit card deposits, please see "You rejected my credit/debit card deposit but my account was still charged. What do I do?"
If you have inadvertently deposited more than you intended, please contact Security immediately with your request for review and consideration. Please note that we are unable to cancel deposits for any reason other than this.
The funds that appear to be missing from your prepaid, debit or credit card are not. The amount is being temporarily held by your bank or card issuer pending approval.
You are welcome to directly contact your bank or card issuer in order to confirm their authorization hold policy and procedure for failed internet gaming transactions.
If the transaction(s) appears on your official statement or remains as a debit in your online banking report (if applicable) for more than 10 business days from the date of the declined transaction, please contact Support.
Many banks are adopting a policy against playing poker on the internet, considering it too high risk. You may want to contact your bank regarding their policy on the matter.
Internet Gambling may be illegal in the jurisdiction in which you are located; if so, you are not authorized to use your payment card to complete this transaction.
We have many other free and equally convenient deposit methods. Please visit our real money pages for additional information.
Help making a deposit
For assistance in making a deposit, we offer the following options:
- If your deposit attempt is unsuccessful, you may be offered the ability to request live support. Once selected, we will contact you via live chat to assist you with your deposit. If you do not see an offer of live support, email Support with ‘Chat Request’ in the subject line, and remain logged in to await further assistance. Live Deposit Assistance is currently available in English, Spanish, French, Italian, Russian, Dutch, and Portuguese
- If you are unable to request live support and you would like to be contacted by phone regarding your deposit request, please contact our Deposit Assistance Department. Please also provide your phone number and an appropriate time to call you.
- If you wish to receive assistance via email, simply contact Support.
We are pleased to offer a variety of deposit methods. To see your available deposit options, please visit our real money pages and select your country of residence from the drop down menu. You will see a list of the deposit options available to your country. Once you click on a specific deposit method logo, you will get complete details about that funding method. You may also see all deposits available in your country when you go to the Cashier and select ‘Make a Deposit’.
Depositing on your mobile device
Please visit the Mobile Cashier page for the full list of payment method options, and the Mobile Poker page for more about playing poker on your mobile/tablet device.
Instant eCheck questions
To request a cashout, open the ‘Cashier’. Select ‘Cash Out’ from the appropriate currency bankroll, and enter the amount you want to cash out. Once you click on the ‘Submit’ button, another screen will display how your cashout will be processed.
You can also login to your account through our website (where available). From the ‘Account’ menu, you can visit the Cashier.
Your cashout options are based on your country of residence. For more information about each of your cashout options, please click on our real money pages and select your country of residence from the drop down menu. Please bear in mind that restrictions may apply as per our cashout policy.
We request this information to comply with the terms of our Isle of Man licensing agreement.
Whenever possible, cashouts are first processed back to the method(s) used to deposit. Within each deposit method, cashouts are then applied back to your oldest deposit first and your most recent deposit last. To learn more about our cashout policy, please refer to our cashout policy.
We provide a very high level of security for our players. One of the ways we ensure our players' safety is to impose a 48 hour delay in cashing out from a player's last purchase. This feature is designed to protect against collusion and fraud.
The minimum withdrawal amount varies by payment method, and can be viewed in the Cashier upon selecting the payment method in question. For complete details, please contact Support.
This information will be displayed on the right hand side of the screen when selecting your cashout option. For more information, please refer to our real money transaction processing and currency conversion terms and conditions.
It may be possible that more than 12 months have passed since your last deposit with this method. Although we keep a record of all transactions, those older than 12 months are archived in a separate database. This means that your cashout options will be based on the last 12 months of deposit history. If your desired payment method is no longer available in your cashier screen (provided it is a payment method that can be used for cashing out) you will need to make a new purchase in order to be able to cash out through it once again.
You can only have one pending (ie. requested but not processed) cashout per payment method at any one time. Furthermore, depending on the method used, you can make only a limited number of cashout requests per 24 hour period. These limits will be displayed on the right hand side of the screen whilst selecting your cashout options.
When you make a cashout request and you are eligible to receive your funds via Visa, you will not be given a choice as to which Visa card can receive your funds. The Visa card displayed is the last Visa you used to make a deposit with us that has not expired and is Credit Funds Transfer (CFT) eligible.
If you would like to receive your funds to a different Visa card, please contact Security for assistance. For further details regarding Visa cashouts, please refer to our cashout policy.
Cashouts processed back to previous deposits with NETELLER, Skrill, Yandex.Money, PayPal and Wallet One will appear in your account within a few minutes.
Cashouts to NETELLER, Skrill, INSTADEBIT, Yandex.Money, PayPal and Wallet One that are above the total amount deposited, will be processed within 72 hours.
Cashouts processed to CFT eligible VISA, EntroPay cards and Instant eChecks will be sent for processing within 72 hours. Please allow 3-10 business days after your cashout has been processed for the funds to appear on your statement.
Cashouts to WebMoney, Moneta and QIWI Wallet will be processed within 72 hours.
Direct Bank Transfer cashouts will be sent for processing within 72 hours. Please allow 3-5 business days for the funds to appear in your bank account.
Wire Transfer cashouts will be sent for processing within 72 hours. Please allow 2-5 business days for funds to be credited to your designated bank account.
USD Checks will be delivered by regular mail and are expected to arrive within 15 business days. Non-USD checks under USD $1,000 (or equivalent) will be sent by regular mail, and are expected to arrive within 15 business days. Non-USD checks over US $1,000 (or equivalent) will be delivered by courier and are expected to arrive within 7 business days.
For further information, please refer to our cashout policy.
If your cashout request has not yet been processed, you will be able to cancel it via the Cashier. From the Cashier, select 'Pending Cashouts' to view all currently pending cashout requests. If you wish to cancel a pending cashout, select the 'Cancel' box and select 'Cancel Selected Cashouts'. If you are unable to do so, it is probably because your cashout is under review by our security department. This is a routine procedure which usually takes no longer than a few hours.
Please make sure you have allowed enough time for your cashout to appear on your statement as per above suggested time frames. If after this time has elapsed you still have not received your cashout, please contact Support, making sure to provide any relevant account history or statements for your payment method, showing that the cashout was not received, and we will gladly assist you.
If you have a new or existing open card/account with the same institution, the funds may be credited there. Please contact your financial institution regarding the transaction.
If your institution confirms the funds were not redirected, or you do not have another card/account with them, please contact Support so that we can assist you further.
Transaction processing & currency conversion
Update/remove payment method details
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 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 once a deposit/cashout method is blocked, you will NOT be able to use that particular account /method again within our system.
Please contact Security with the subject line ‘Remove eCheck account information’ and we will assist you further.
Deposit limits are the maximum you may deposit to your Stars Account within a specified time frame. You may see your deposit limits for each deposit method once you have clicked on the specific deposit option logo at the cashier.
We allow you to restrict your own weekly real money deposit limits. Of course, those limits may be no higher than the ones we already have for your account.
Just go to ‘Tools’ > ‘Responsible Gaming’, and then ‘Restrict Deposit Limit’ (desktop), or ‘More’ > ‘Settings & Tools’ > ‘Responsible Gaming’ (mobile).
Please consult the ‘Purchase Limit Increases’ section of our Security FAQ for further information.
The cashier confirmation email sent to you advising of the return includes the return reason. If you require additional information, please contact Security for assistance.
Please contact Security with an explanation of why we received the returns. We will then reply with information on making restitution.
Since beginning operations, we have conducted many millions of deposit, cashout, and transfer transactions for our players. In all cases we have, and will continue to, use legitimate and safe transaction methods which have been tested for safety and security.
Additionally, our player funds and account balances for all of our licences are held in separate accounts at a leading European bank, and are not used for any operational expenses. Such an arrangement ensures we can at all times fulfill any financial obligations to our players, and provides further reassurance that player funds are always secure with us.
Payment Services aims to answer all emails received within three hours, however during busy periods your email may take longer to be reviewed. Emails are answered in the order that they are received; please note that sending multiple emails will only delay a reply. We kindly request your patience and that you allow some time to receive a response, as we will respond as soon as we are able.
Our department does not provide telephone support; please send an email with complete details regarding your inquiry to Support and we will get back to you as soon as possible.