Why was my withdrawal rejected on PokerStars?

Why was my withdrawal rejected?

Your withdrawal was rejected because your account requires an additional security review.

This is a standard identity verification check required before withdrawals can be processed.

 

What is a security review?

A security review is an identity verification process that confirms you are the account holder.

It is separate from normal login security checks.

 

What documents do I need to send for the security review?

You'll need to send these two documents:

1. Government‑issue photo ID

1. • Passport, national ID card or driving license
   • Valid and clearly readable

2. Recent utility bill

1. • Issued within the last 3 months
   • Shows full name and residential address
   • Examples: electricity, water, gas, internet or council tax bill

Both documents must match the account holder's details.

 

How do I upload documents to complete the security review?

You can upload your documents using:

• The pop-up window that appears when you try to withdraw
• The Contact Support form to upload documents

Follow the instructions in the upload section to submit your documents securely.