Announcement: Casino Races (click/tap here for more information)

Search Help

Simply type a keyword or short sentence relating to your query into the box below, and our help system will return the most relevant articles.

Search

Sending us files and documents in the correct format

The JPEG file format is preferred when receiving ID, proof of address, screen captures, and other related documents. We also accept PDF, TIFF, and DOC files.

Files generated by our software (e.g. log files, notes files, etc.) can be sent in their existing format (.zip, .txt, etc.).

Due to security restrictions, we are unable to open cloud-based links (e.g. OneDrive, Google Drive, etc.).

Sending verification documents to us

Verification Document can be sent to us via our Contact Support form. The total size is limited to 20 MB. A link to the form can be found as follows:

Website

Help & Support → Contact Us

Desktop

Help → Contact Support

Mobile

Tap on the menu (Android) or More (iOS), then:

Settings & Tools → Support → Contact Support

For the PokerStars Next Gen app, tap on the Account icon then:

Help → Contact Support

  • Category: Account Security & Verification
  • Sub-Category: Upload documents

If you need to first convert a file to JPEG format on a Windows computer:

Converting a file to JPEG (Windows)

The easiest way to convert your image into JPEG format is to use a graphics editor like Microsoft Paint, which comes with the standard installation of Windows.

To convert your image using Paint, please follow these steps:

  1. Press the Windows Key + R (at the same time).
  2. Type mspaint into the area provided and select OK.
  3. In the File menu, choose Open.
  4. Locate the image file and click Open.
  5. In the File menu, select Save as.
  6. In the Save as window, select JPEG picture.
  7. Save the file to your desktop.

If you need to send log files, see:

For other files (screenshots, notes files etc.), send them as an email attachment. Email attachments have a total size limit of 7MB.

If you need assistance to add an attachment, these websites are useful:

Disclaimer:
We provide links to third-party websites and products as a courtesy to our players. The Stars Group neither endorses nor assumes responsibility for the use of these products or websites, which are independent of The Stars Group. Please be aware that any information or products mentioned should be used or referenced at your own risk and discretion.

Feedback

Was this article helpfull?

Related Help Articles