Frequently Asked Questions

Yes. PokerStars.es provides service legally to players from Spain. We are proud to have obtained a license from the Dirección General de Ordenación del Juego to offer our PokerStars.es software to you.

You must be 18 years old or older to play on the PokerStars.es software.

Yes. The Dirección General de Ordenación del Juego does require that all people located in Spain play only on gaming software that has been properly licensed by them.

Anyone located in Spain and with a Spanish address will be allowed to open an account on PokerStars.es.

You must close your PokerStars.com account, create a PokerStars.es account and complete your account validation. You will be allowed to keep the same user-id if you so choose. Please login into your PokerStars.com account and follow the on-screen instructions. For more information, please read below.

No. The validation process is only mandatory for real money players.

Please remember that only players located in Spain may create an account from our PokerStars.es software. If you are located in Spain, yet do not possess a Spanish DNI code, please refer to our Real Money Account form and make sure that you select the option reading “Not Spanish Resident or Citizen.” You will need to submit a proof of your address along with a copy of a photo ID to verification@pokerstars.es. All documentation sent will be securely handled and with confidentiality, under our security and privacy obligations. 

Click HERE for any verification questions

Under Spanish regulations you are unable to transfer your balance from your previous PokerStars.com account therefore we require you to cashout your funds completely. If your balance is <= €250, the quickest way to get your funds is through a cashout to a UKash voucher. For more information on Ukash visit www.ukash.com.

The Voucher details will be emailed to you. You can then immediately deposit the Ukash Voucher on PokerStars and resume playing.

You can also choose to cashout via any of the other available methods. The cashout will be processed in the normal timeframe for cashouts. Once your cashout is processed, you can login into your PokerStars.com account and complete the process of setting up your new Pokerstars.es account.

As part of closing your account on PokerStars.com you are required to cashout all your balance. This includes:

1. Any cash balances in different currency accounts
2. Any T-money balance
3. Any tournament tickets with real money value that will be converted into cash
4. Any pending rebates that you have cleared already

The balance displayed to you in the screen as shown below is the total of all these balances, including the converted value of the above. The balance displayed in the cashier will initially only display the actual cash balances in different currency accounts, pre conversion.

We apologize but this happens in some instances due to a known technical issue. Please login into your PokerStars.com return to the cashier and follow the on-screen instructions. Even if you have over €250, please click ‘next’, even though the screen instructs you to cancel as shown below. Don’t worry, even after clicking ‘Next’ you can still choose an alternative cashout method if you do not wish to use Ukash.

The following assets will then be converted into a single Euro balance which will then be displayed to you in the cashier:

1. Any cash balances in different currency accounts
2. Any T-money balance
3. Any tournament tickets with real money value that will be converted into cash
4. Any pending rebates that you have cleared already

You will then see a popup as shown below indicating your consolidated balance. The cashier will also now correctly display the consolidated total balance, You can then request a cashout for your total balance.

If you have already requested a cashout without consolidating your balance, once that cashout is processed, you can return to the cashier, consolidate your balance and request another cashout for the recently converted funds. If you have any difficulty with this, please contact support@pokerstars.es.

Ukash is a leading payment processor that offers pre-paid internet products. Ukash vouchers are accepted at several online merchants including PokerStars.es. For more information visit www.ukash.com.

You have 30 days from the time you open a real money account (by submitting your personal details) to send the required documents.

Yes, provided that you are not located in a country where real money play on PokerStars.es is prohibited. For additional information please contact support@pokerstars.es.

Yes, provided you use our process to help create your PokerStars.es account we will start it with the equivalent VIP status that you had with PokerStars.com. Using this process, your transaction and playing history data will be added to your PokerStars.es account once created. This will allow us to use this history to start your new account with the equivalent VIP rebates that you have had up to this moment.

We will start your PokerStars.es account with the same level of VPPs and FPPs that you ended with on PokerStars.com. We can only do this if you mandate us to use your previous information to help you create an account on PokerStars.es, as we will use your playing history too.

Any tournament tickets with real money value will be converted into cash on your PokerStars.com and you will be required to cash it out together with any other balance. VIP tickets with a monetary value will be refunded in FPPs. If your ticket carries no monetary value, then it will be cancelled without any compensation.

Your account affiliations will be the same on PokerStars.es.

Your account will not be created on PokerStars.es if you are registered in a tournament or ring game. You will need to unregister from any tournaments or games before you can create your new PokerStars.es account from our software. 

If you are unable to unregister from any event, please contact support@pokerstars.es.

Your pending deposit rebates will be recalculated based on your playing history, provided you agreed to for us to use it, converted into Euro and made available for you to clear on PokerStars.es.

Please try to enter your information in our Real Money Account form and make sure that you enter your name and National ID Code into the correct fields exactly as shown on your National Identity Card. Should trouble recur, please email verification@pokerstars.es.

Yes - you can simply cashout your balance and close your PokerStars.com account. However you should be aware that we will be unable to match any FPPs, VIP and other rebates. To ensure that you do not lose out on any of these, please login into your PokerStars.com account and follow the on-screen instructions.

Yes - you are allowed to do this. You should also be aware that in this case any FPPs, VIP and other rebates will be lost.

We do not permit you to change your affiliate association. If you opened an account previously on PokerStars.com, your affiliate tracking will be retained even if you open a new account with a different user-id now.

No. In protection of the game’s integrity, and players’ account security; you are only permitted one account at PokerStars.

Yes – you are allowed to do this. However you should be aware that in this case any FPPs, VIP and other rebates will be lost. To ensure that you do not lose out on any of these, please follow the instructions below.

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

1. Launch the PokerStars software and log in
   
   
2. Click the 'Forgot Password / User ID?' link
   
   
3. Enter the required information in the 'Forgot User ID / Password' screen, as shown below.
   
   Both Real Money and Play Money players need to enter their User ID. If you have never played for Real Money on PokerStars, simply enter your email address in the field indicated by the red arrow.
   
   If you have at any time played for Real Money on PokerStars, you must enter your Zip/Post Code and Street Address in the fields marked by the green arrows, but you do not need to enter your email address. Click Submit.
   
   
4. After clicking ‘Submit’ above, you should receive this message, which indicates your password has been sent to the email address registered on your PokerStars account:
   
   
   
   An email with your password will arrive within a few minutes. If it does not, please click here for instructions, as our email likely ended up in your spam/junk mail folder.

If you did NOT receive the above message, but instead receive any sort of error message, please contact support@pokerstars.es, 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

No. In protection of the game’s integrity, and players’ account security; you are only permitted one account at PokerStars. Instead, please follow the instructions below.

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 User ID. Please follow these steps:

1. Launch the PokerStars software and log in
   
   
2. Click the 'Forgot Password / User ID?' link
   
   
3. The Forgot User ID / Password screen will appear
   
   
4. Enter into the 'User ID / Email' field the email address which you believe is registered to your PokerStars account, then click 'Submit' (Submit will become available after you enter your email address).
   
   
   
   Tip: If you have multiple email addresses, try all of them!
5. After clicking ‘Submit’ above, you should receive this message, which indicates your User ID has been sent to the email address you entered:
   
   
   
   An email with your User ID will arrive within a few minutes. If it does not, please click here for instructions, as your email likely ended up in your spam/junk mail folder.
6. If you did NOT receive the above message, but instead received the message below, please ensure you entered your email address correctly. Please also attempt to use other email addresses you may have used to register your PokerStars account.
   
    
   Remember, if you get stuck at any point, please feel free to contact us via support@pokerstars.es 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

No. Your account will remain on self-exclusion until the final duration of the term. Once your self-exclusion period expires, you will be able to create your new PokerStars.es account.

You will need to verify your account information with us. To do so, please send a copy of your ID along with a proof of your address as an attachment to an email to verification@pokerstars.es. All documentation sent will be securely handled and with confidentiality, under our security and privacy obligations.

No. Our Terms & Conditions firmly prohibit all users from creating and using more than one PokerStars account.

Yes.

Please contact support@pokerstars.es and quote the complete error message you are receiving.

Please refer to our real money website for detailed information on all available deposit and cashouts methods in Spain.

Please contact support@pokerstars.es from your email address registered at PokerStars and let us know the complete error message you are receiving. Also, please note that there are default deposit limits on PokerStars.es, which might be affecting your ability to deposit. To see detailed information on self-imposed deposit limits at PokerStars.es, please refer to the Responsible Gaming section of this FAQ.

Legal restrictions in Spain forbid all types of real money transfers amongst players. Therefore, the real money “Transfer Funds” feature is not available on PokerStars.es.

Similar to real money transfers, trading of T-Money is not allowed on PokerStars.es.

No. Euro is the only currency available at PokerStars.es.

You have the option to restrict the amount of your deposits on a daily, weekly and monthly basis. By default, you will be restricted on PokerStars.es to deposits of €600 daily, €1,500 weekly, and €3,000 monthly. You may request an increase or lower these in the PokerStars client by clicking on the ‘Requests’ menu, then ‘Responsible Gaming’ and ‘Restrict Deposit Limit…’.

Decreases to your limits take effect immediately. Daily and weekly limits decreases remain in effect for at least 7 days. Monthly limit decreases remain in effect for at least 1 month. Therefore, you may only request an increase after the expiration of the 7-day or 1-month period of your original email decrease.

Decreases can be requested at any time. You must only confirm the change by entering your password from within the PokerStars.es software.

You may do so once every three months. The first increase will be approved by the system, but any further increases will be reviewed manually by PokerStars Responsible Gaming Team.

Due to legal restrictions, all players on PokerStars.es need to fill out a questionnaire from the PokerStars.es software when they first are interested in increasing their self-imposed deposit limits. If you agree with any of them, it may indicate you have a problem and under Spanish law you will not be allowed to increase your deposit limits for the next 7 days.

You will be able to take this quiz again 7 days after the date you submitted your initial quiz results.

All requests to increase your self-imposed limits will take 7 days to be approved. Any requests to impose a deposit limit on you which is lower than the amount currently in effect will be active immediately.

No. The self-imposed deposit limits from the PokerStars.es software and the deposit limit restrictions set by payment methods are set separately.

Yes.

Yes. Please feel free to visit our VIP Club web pages to take a look at our VIP Club and its rebates system.

PokerStars prides itself on taking player feedback seriously, and if you have any improvement suggestions or ideas, please email our Poker Room Management Team directly via ideas@pokerstars.es.

Please note that every month we receive thousands of emails containing ideas, suggestions and feedback, and as such, we cannot respond on the merits of each one. However, we do read every single email, and take each suggestion into careful consideration.

Should you require a response for any part of your query, please send your email to support@pokerstars.es, as we will then both address your concerns, and notify our Poker Room Management of your suggestion.

Pending funds only apply to players who transferred funds to PokerStars.es prior to June 15th. Due to the Spanish licensing requirements, PokerStars is required to transfer your funds over to PokerStars.es in accordance with your responsible gaming deposit limits. This deposit limit applies to all deposits into to your PokerStars.es account, including any funds carried across from previous PokerStars.com accounts. After June 15th 2012, players are not allowed to transfer over any funds to PokerStars.es and all balances must be cashed out.

The default limits required by the regulator are:

Daily: €600
Weekly: €1500
Monthly: €3000

Thus, up to €600 of your balance will be immediately transferred. The remaining funds will be transferred in daily installments up to these limits. Until these funds are transferred, these will be held in your PokerStars.es account as ‘pending funds’

If you have any pending funds, you will see a link in the cashier called pending funds as shown below. Click on this link to see the details of your pending funds.

Upon clicking the pending funds link, you will see the transaction history screen. Pending funds are indicated here in blue. The total value of pending funds will be displayed here. You can also see here, the various chunks in which the pending funds will be credited to your account in accordance with your responsible gaming limits.

Pending funds will be released in accordance with your responsible gaming deposit limits. To transfer these quickly, you can increase your deposit limits.