Frequently Asked Questions

We will be temporarily halting Real Money games for players in the Czech Republic from January 1, 2017 to comply with the introduction of local licensing. As keen supporters of sensible and smart regulation, we are fully engaged in the licensing application process for our key brands: PokerStars, Full Tilt, PokerStars Casino and BetStars.

We are optimistic that our brands will be licensed and permitted to operate in the coming weeks and look forward to offering our brands within the new locally licensed environment. Customer balances will remain safe, secure and accessible for withdrawal throughout the process. Play Money and Freemium games will continue to be available.

Your account balance is completely safe. We have always kept player funds separate from the company’s operating funds. We anticipate being operational in the license shortly and the funds in your account can be used once we launch in the Czech Republic.

The Cashier is now available in the download desktop client and mobile app for you to withdraw the funds in your real money account if you wish. Please note you will not be able to withdraw via the website.

If you have any unused T$, T€ and/or Tournament Tickets in your account, they will automatically be converted into their equivalent cash value upon entering the Cashier.

You have been unregistered from any future events you were registered for, and the buy-in amounts (if any) returned to your account.

You are welcome to use your StarsCoin to purchase any items in the VIP Store if you wish with the exception of online tournament tickets. Any funds resulting from these purchases will be immediately available for withdrawal.

Note that you will receive the full prorated value of your VIP Steps progress if the prorated amount is 100 StarsCoin or more.

Yes, any already pending VIP Store orders will be fulfilled; you will receive your purchase as normal.

To make a withdrawal request, log in to your Stars Account and visit the Cashier in the download desktop client or mobile app. You will not be able to request a withdrawal via the website.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Click ‘withdraw’ and then select from the available withdrawal options. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘withdraw’ button in the Cashier.

Carefully review the information on the screen showing withdrawal options before completing your withdrawal request. Please make sure to check the Cashier for the options and limits available to you.

Processing times:

VISA and Entropay: Withdrawals will be sent for processing within 72 hours. Please allow up to 10 business days for the funds to appear in your bank account.

DBT: Withdrawals will be sent for processing within 72 hours. Please allow 3-5 business days for funds to be credited to your designated bank account.

NETELLER: Withdrawals will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your NETELLER account balance.

Skrill: Withdrawals will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your Skrill account balance

WebMoney: Withdrawals will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your WebMoney account balance.

Wire Transfers: Withdrawals will be sent for processing within 72 hours. Please allow 3-5 business days for funds to be credited to your designated bank account.

NOTE:  For methods, Visa, Entropay, and WebMoney , the withdrawal options to any of those methods will only be available if you have used them to deposit in the last twelve months.

Once you submit your withdrawal request, an email notification will be sent to your registered email address confirming each transaction made within your Stars Account. Always refer to your confirmation email after you've made a withdrawal to confirm how your funds will be processed.

Please note that due to the expected high volume of withdrawal requests, we anticipate a slight delay in processing and delivery of your funds. Rest assured that your funds are safe and we will process your request as soon as possible.

Log in to your Stars Account and go to the Cashier in the download desktop client or mobile app. You will not be able to request via the website.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘withdraw’. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘withdraw’ button in the Cashier.

From the available withdrawal options, select the ‘VISA’ option (which will be associated with the VISA or Entropay card you last used to deposit) and click 'Submit'.

After you click ‘Submit’, you will see a confirmation screen with more details about your withdrawal. If everything is correct, click the 'OK' button and complete your withdrawal request

VISA and Entropay withdrawals are available from $100. They will be sent for processing within 72 hours. Once processed, it can then take up to 10 business days for the funds to be credited on your card.

Direct Bank Transfers allow you to withdraw funds directly to your bank account. Before initiating your withdrawal, please make sure to have your current banking information at hand.

To withdraw via this method, follow these steps:

Log in to your Stars Account and go to the Cashier in the desktop client or mobile app. You will not be able to withdraw via the website.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Withdraw’. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘Withdraw’ button in the Cashier.

From the available withdrawal options, select the ‘Direct Bank Transfer’ option and click 'Submit'.

Once you have successfully registered your bank account in our system, you will be taken back to the withdrawal screen where you will find your banking details next to the ’Direct Bank Transfer’ option. This time simply click 'Submit'. You will then get a confirmation screen with your withdrawal request details. If everything is correct, click the 'OK' button.

NOTE: We cover all fees charged by the sending bank. Players are responsible for any fees charged by their bank or intermediary banks (if applicable) for receiving a Direct Bank Transfer.

Direct Bank Transfers are available from $1.00.  Direct Bank Transfer withdrawals will be sent for processing within 72 hours. Please allow 3-5 business days for funds to be credited to your designated bank account.

Log in to your Stars Account and go to the Cashier in the download desktop client or mobile app. You will not be able to request via the website.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Withdraw’. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘Withdraw’ button in the Cashier.

From the available withdrawal options, select the ’NETELLER’ option (which will be associated with NETELLER account you last used to make NETELLER deposits) and click 'Submit'.

If you have not previously deposited using NETELLER at PokerStars, select the NETELLER option and then enter your NETELLER account details.  Once you have entered & confirmed your NETELLER account details, click ‘Submit’.

After you click ‘Submit’, you will see a confirmation screen with more details about your withdrawal. If everything is correct, click the 'OK' button and complete your withdrawal request.

NETELLER withdrawals are available from $1.00. They will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your NETELLER account balance.

Log in to your Stars Account and go to the Cashier in the download desktop client or mobile app. You will not be able to request via the website.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Withdraw’. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘Withdraw’ button in the Cashier.

From the available withdrawal options (depending on your country), select the ‘Skrill’ option (which will be associated with ‘Skrill’ account you last used to make ‘Skrill’ deposits) and click 'Submit'.

After you click ‘Submit’, you will see a confirmation screen with more details about your withdrawal. If everything is correct, click the 'OK' button.

Skrill withdrawals are available from $0.05. They will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your ‘Skrill’ account balance.

Log in to your Stars Account and go to the Cashier in the download desktop client or mobile app. You will not be able to request via the website.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘withdraw’. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘Withdraw’ button in the Cashier.

From the available withdrawal options, select the ‘WebMoney’ option (which will be associated with the WebMoney account you last used to deposit) and click 'Submit'.

After you click ‘Submit’, you will see a confirmation screen with more details about your withdrawal. If everything is correct, click the 'OK' button and complete your withdrawal request

WebMoney withdrawals are available from $10.00. They will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your WebMoney account balance.

The WebMoney withdrawal option is only available if you have used WebMoney to deposit in the last 12 months.

Wire Transfers allow you to withdraw funds directly to your bank account. Before initiating your withdrawal, please make sure to have your current banking information at hand.

To withdraw via this method, follow these steps:

Log in to your Stars Account and go to the Cashier in the download desktop client or mobile app. You will not be able to request via the website.

A pop-up screen will prompt you to withdraw your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Withdraw’. If you click ‘Close’ you will still be able to initiate a withdrawal by clicking the ‘Withdraw’ button in the Cashier.

From the available withdrawal options, select the ’Wire Transfer’ option and click 'Submit'.

A pop-up window will appear on your screen where you will need to enter your banking information. After filling in the form, click 'Request'.

Once you have successfully registered your bank account in our system, you will be taken back to the withdrawal screen where you will find your banking details next to the ’Wire Transfer’ option. This time simply click 'Submit'. You will then get a confirmation screen with your withdrawal request details. If everything is correct, click the 'OK' button.

NOTE: We cover all fees charged by the sending bank. Players are responsible for any fees charged by their bank or intermediary banks (if applicable) for receiving a wire transfer.

Wire Transfers are available from $50,000. Wire Transfer withdrawals will be sent for processing within 72 hours. Please allow 3-5 business days for funds to be credited to your designated bank account.

Unfortunately, real money transfers between players are not allowed.

In the event that you are now resident in another country than Czech Republic, and can prove it, you are free to play on our site from your new residence. However, to do so, you will be required to submit proof that you are actually resident in another location to have your privileges reinstated. Acceptable proof consists of copies of government-issued photo identification as well as a recent utility bill showing your new physical address.

Please contact us at this address to handle this process.

No. Players who attempt to play for real money while they are physically located in Czech Republic with the aid of VPNs or other technical workarounds will lose their playing privileges and/or funds in their account in accordance with Section 5.11 of our Terms of Service.

You may not play for real money, make deposits or make any real money transfers while you are physically located in Czech Republic under any circumstances. Even if you are simply visiting, you may not play on PokerStars or Full Tilt while you are there.

Yes, you are free to continue to play for play money on our .net site. However, players may not participate in freeroll tournaments which have real money prizes or any other prizes other than play chips.

Yes, you will still be able to purchase Play Money Chips.

You are still welcome to play in any of our live poker tours. Unfortunately, you will not be able to deposit money to buy in directly to these events through PokerStars or have any winnings deposited to your Stars Account, but you can use the remaining balance in your account to register in our live events.

Yes, players are eligible to play in all PokerStars-sponsored live events. Tournament packages and buy-ins won or otherwise earned on PokerStars or Full Tilt will be honoured.

Yes. Email registrations@pslive.eu to register. Please note that you can only register by this method if you have enough money in your account to cover the entire buy-in, as you cannot deposit to supplement your account balance.