Frequently Asked Questions
- 1025 Operation momentarily disabled
There is a communication error with AAMS. Please try again later.
- 1026 Request still being processed
There is most likely to a slow connection speed with AAMS servers. Please be patient or try again later.
- 1200 You already have an account with PokerStars.it
PokerStars.it operates strictly on a one account per player basis. This error indicates that you already have an account and you are requested to access your original account. Should you require assistance locating your existing account or you believe you do not have another account please contact us at email@example.com.
- 1201 Account already exists
PokerStars.it operates strictly on a one account per player basis. This error indicates that you already have an account. Should you require assistance locating your existing account or you believe you do not have another account please contact us at firstname.lastname@example.org.
- 1232 Province of residence not valid
The province of residence you have entered is incorrect. Please update your province in the form and re-submit your request.
- 1300 Unsuccessful match
AAMS were unable to provide a successful match against the details you have submitted. The name (and other details) MUST be submitted in exactly the same as those registered with the Italian tax office. If you continue to receive this error PokerStars recommends amending details such as your first and last name to add or remove any possible apostrophes ('), hyphens (-) , spaces ( ) or other characters that may have been added or omitted when the original database entry was made. You can visit the following website to ensure you are entering your details correctly:
Contact phone numbers for the Italian tax office can be found on the same website and we advise that you contact them directly to understand exactly how your details are recorded in their database. Once you have updated these details you can try to register again.
- 1302 Player under age
PokerStars.it Software is only permitted for use by individuals that are over 18 years of age.
- 1303 Information is invalid
AAMS were unable to provide a successful match against the details you have submitted. The name (and other details) MUST be exactly the same as those registered with the Italian tax office. You can check exactly how your details are registered with the tax office at the following site:
We recommend you to double-check, with the Commune of the place you were born, the way your details have been registered at theAnagrafe Tributaria.
- 1304 Fiscal code is not valid
The FISCAL code you have entered is incorrect. Please update the Fiscal code in the form and re-submit your request.
If you receive an error code not listed above, please contact email@example.com for further assistance.
AAMS will check the details you submit against those registered with the Italian tax office. The name (and other details) MUST be submitted in the PokerStars client exactly as registered with the tax office. You can check exactly how your details are registered with the tax office at the following site:
We recommend you to double-check, with the Commune of the place you were born, the way your details have been registered at the Anagrafe Tributaria.
Due to amended regulations in Italy that have been provided by AAMS (L'Agenzia delle Dogane e dei Monopoli), PokerStars are required complete a verification process for all players that consists of 2 stages:
1. You will be asked to submit and confirm your identity information through a series of screens. Please ensure that you submit this information accurately as the information is sent to AAMS (L'Agenzia delle Dogane e dei Monopoli) for further verification of your identity. You will only be able to deposit if AAMS confirm the verification attempt as successful.
2. You will be required to provide a copy of your government issued photo ID within 30 days of your first deposit. Failure to provide documents within this time will result in your account being suspended.
No, you can continue to play in our play money games without the need to complete the verification process.
Please provide clear images of the front and back of either of the following:
- Identity card (front and back)
- Driving License (Front, back and displaying signature)
- Passport. (front page only)
We provide a number of different methods through which you can provide your documentation. If you click on 'Upload/Send document' from the PokerStars lobby you will see clear instructions for each option.
IMPORTANT - Note that the quickest and easiest method is for you to make use of the upload documents option as uploaded images are available to us immediately.
You have 30 days from your first deposit to provide your documents.
Yes, please rest assured that your documents are received, handled and stored in the very strictest of confidence.
Upon receipt of your documents a member of our Verification Team will write back to you at your registered email address with further information.
As soon as you log in you will be requested to submit and confirm your identity information through a series of screens. The information is sent to AAMS (L’Agenzia delle Dogane e dei Monopoli) for further verification of your identity and you will only be able to continue if AAMS confirm the verification attempt is successful.
You can read our Terms of Service here.
In order to start playing on PokerStars.it , you first need to download and install our free software. For more information, visit the download page. After you have downloaded and installed our software you will be able to play in our play money games. To create a Real Money account and start playing for Real Money, you need to complete the verification form available in the ‘Cashier’ section of the PokerStars.it client.
You will be permitted to submit a cashout request just as soon as you have complete the aforementioned Verification Process.
On a Windows-based system, click the Start menu, select Find, and then click Files or Folders. In the Named: box, type PokerStarsInstallIT.exe. It will take your computer a few moments to locate the file. When it does, double-click the file and the installation process will begin.
No. Each player is only allowed to operate one account.
You can reset your password manually by going to the main client window, and clicking on "Lobby" and then on "Login" and then on "Forgot Password". Enter your information and a new password will be emailed to your registered PokerStars email address. If you do so, and receive an error message, please email support with your full name and address, as well as your PokerStars user ID and we will help you get back in the game.
Password protection is your responsibility. Never reveal your account information to anyone. We will never ask you to send your password to us, and the only place you will need to use it is when logging in to the PokerStars program. We recommend that you change your password regularly.
You will be given 1,000 play money chips to start. However, if at any time you are below 100 chips, simply click the dealer tray and select "Add More Chips...".
This "rebuy" feature is intended to replenish the stack of a player who has legitimately lost their entire stack in play. The new 1,000 chips are for the use of that player only. Re-buys acquired for purposes other than this are subject to forfeiture.
All PokerStars.it bonuses, related to Freerolls, Battle of the Planets, deposit reload, Tournament Leaderboards and every other promotion, are credited into players accounts in T EURO, some credits having exactly the same value of real money that cannot be withdrawn. They can be used to take part into any kind of tournament or game and are credited in the relevant player account.
You can find these informations visiting the Tournament Lobby of each tournament listed in the PokerStars.it client. Double click the name of the event you are interested in to find out all the details. Alternatively you can visit PokerStars.it tournament schedule page.
The amount destined to the prize pool in relation to the total collection depends on tournament fee. Tournaments at PokerStars have a fee that goes from 0 to 20%. Therefore the amount destined to the prize pool is between 80 and 100 per cent.
The amount destined to the operator is calculated by deducting the winnings and the taxes from the total collection.
PokerStars.it offer 24/7 games every day of the week.
When a player is eliminated from a tournament finishing in a postion awarding a cash prize, the prize is immediately credited on his PokerStars account. Similarly, if the player wins the tournament, he will receive his prize straight after the tournament is completed. As regards the available cashout options, we suggest you to visit our Cashout Policy page.
It occasionally occurs that due to reasons beyond our players' control, they are unable to act on their hand in time. At PokerStars, if a player has invested play money in a hand and becomes disconnected, he or she will be placed "all-in". A player who is placed "all-in" is treated as though he or she does not have any chips remaining to carry out the hand. The player is still eligible for the portion of the pot to which the player would normally be entitled. All further betting takes place in a side pot, to be contested by the remaining active players.
A player is allotted 25 seconds to act in fixed limit games and 35 seconds to act in pot limit and no limit poker games. A warning message is displayed in the chat box when there are 15 seconds left to act. If there was a disconnect and a player returned before the timeout, he or she receives at least 10 seconds to act.
If a player failed to act within the allotted time while being connected, the hand is folded by the system.
If a game is full, you can put your name on the Waiting List for that game. When a seat in the game becomes available, the first person on the Waiting List will have the first right of refusal for that seat.
The other option you have is to take a seat at an empty table of that limit and game. Often, empty tables fill up quickly once a player takes a seat.
The minimum buy-in in a Real Money tournament is €0.50.
At any PokerStars table, the full amount of the pot, including all current bets, is always displayed numerically above the dealer's tray. Also, at the end of every betting round, all bets are collected in the middle of the table, and converted into higher denomination chips so you can easily see the pot's total value.
No, it doesn't. If you play your hand to the showdown and you hold the winning hand, it will be always automatically shown. This feature protects you from accidentally mucking a winner.
This indicates that you have made a note about this player in the past, and it is stored for your viewing.
Certain forms and topics of chat are not allowed on PokerStars. Players engaging in offensive chat will be subject to a chat warning or a revocation of their chat privileges. Chat that is not permitted on PokerStars includes (but is not limited to):
Profanity: We do not permit profane, vulgar, racist or abusive/insulting chat in our chat windows. We do have a feature by which certain profane words are asterisked out; A filtered word is one that has been deemed unacceptable on our poker site. Players attempting to bypass the filter may also be subject to a warning or revocation.
Begging/Solicitation: We do not permit players to beg or panhandle for chips, whether play money or real money. No solicitation is permitted in any poker game at any time. There are facilities in place to prevent many instances of solicitation.
Play Money Chip Sales: Players are not permitted to engage in any discussion regarding the sale of PokerStars play money chips within our chat facilities. Any such discussion, including the offer to buy or sell play money in PokerStars chat, is grounds for warning or revocation.
Flooding: The sending of multiple and frequent messages to the chat window in order to drown out legitimate chat is forbidden.
PokerStars does not tolerate abusive or obscene language at the tables. Please report any offensive chat to firstname.lastname@example.org. We encourage players to help us be our eyes and ears. Although we monitor the tables as much as possible, the cooperation of our players is a critical part of making PokerStars a fun experience for all. Please do not engage in retaliatory chat; this will only likely result in both user's chat being revoked.
You can also block an individual player's messages from coming to you by right-clicking on the player's icon and selecting "Block Chat".
As part of the terms of our license issued by the Italian government, we are obliged to verify that only eligible Italian individuals are allowed access to our games. This security measure ensures the integrity of our games.
No. This site is reserved exclusively for Italian residents/citizens who can provide a valid (fiscal code) and can provide proof of their identity, either with an Italian ID card, Italian driver’s license or Italian passport.
There are many sites which can help you to find this e.g. http://www.comuni.it/servizi/codfisc/
Yes – in RM tables – when they’ll be available and in dedicated PM tables. In the general PM table – no.
.IT client requires new registration for security reasons, as this version is ONLY available for Italian residence and citizens.
Account Validation, Age Verification and Documents
Identity verification documents are requested in order to comply with the terms of our license agreement in different jurisdictions. Documents are a requisite of our agreement with the Agenzia delle Dogane e dei Monopoli (AAMS).
Your documents should be valid and clearly legible to our Verification agents.
Here are some examples of acceptable and unacceptable documents:
An unacceptable, poorly cropped image:
An acceptable, correctly cropped image:
An unacceptable blurry/out of focus ID, with details masked:
An acceptable, non-blurry/in focus ID:
We require verifying your name, surname, date of birth, place of birth, document number and expiration date.
If the identification is expired, we also require the side of the document showing the renewal stamp.
The best way to send your documents is via the PokerStars.IT client software. If your account has not yet been validated, then navigate to the main menu in the lobby and select ‘Account’ > ‘Validate Account’. From here, you can browse files on your computer and upload them directly to us.
Alternatively, you can navigate to ‘Help’ & ‘Contact Support/Upload Documents’, ensuring you select the correct category: ‘Security’ > 'Age Verification’.
You can also send documents by email to email@example.com, using the email address associated with your PokerStars account.
You may send your documents as JPEG picture files. We also accept PDF, TIFF and DOC (Word) files. Please ensure that the size of the file is no greater than 5 MB. If necessary, send multiple emails.
Fax: 00 800-7653-7782 (Toll free for UK, France & Italy).
Fax: 00 44-1624-630899 (All other countries).
* Please remember to include your username on all the pages if you send a fax in order to allow us to quickly locate your account.
We accept the following types of government issued ID*:
- (ID card) Carta d' Identita
- (Driver`s License) Patente di guida
- (Army Card) Carta d' Identità militare
Have a question we haven't covered? Our customer service team is standing by, 24 hours a day. E-mail us at firstname.lastname@example.org.
We are committed to responsible gaming, and are dedicated to an enjoyable and positive gaming experience.
Our support team has assembled a list of questions that players often ask them, along with all the answers.
Poker Games FAQ
Frequently asked questions and answers about playing poker at PokerStars.