Security Related Frequently Asked Questions

Account Verification, Age Verification and Documents

How can I verify my account? Why do you require me to verify my phone number? How do I verify my phone number? I did not receive my SMS verification code, what can I do? Why do you require me to provide my Permanent Account Number (PAN)? Why do you request identity verification documents (KYC)? What type of government photographic issued ID is acceptable? What documents are acceptable for proof of address? 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? I feel unsure about sending verification documents to you. Can I open an account if I live outside India? As a foreigner living in India can I play on PokerStars.IN?

Security – Deposit problems

I have attempted to make a deposit on my account and I receive an error message stating that my deposits limits are reached. Why is this? Why do you require me to provide my Permanent Account Number (PAN)? I have entered my PAN, yet I still cannot deposit. The deposit options available to me in the Cashier have recently changed. Why? 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 – 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? 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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