Why do I see unauthorized or duplicate card charges on PokerStars?

Why do I see unauthorized or duplicate charges on my card?

These charges are usually authorization holds placed by your card issuer.

They are temporary and used to confirm that enough funds are available for a deposit.

 

What is an authorization charge?

An authorization charge is a temporary hold placed by your card issuer before approving or declining a transaction.

It can appear:

• On declined transactions
• Alongside approved transactions as a temporary duplicate

 

Why do I see a duplicate charge after an approved deposit?

A duplicate charge appears because the authorization hold is still visible after the deposit is completed.

• One charge = completed deposit
• One charge = temporary hold

 

When will the authorization charge be removed?

Authorization charges are released automatically by your card issuer.

Typical timeframes:

• Up to 10 business days
• Up to 30 business days, depending on the issuer

Contact your bank to confirm their timeline.

 

What should I do if the charge is still showing after 10 business days?

If the charge is from a declined transaction

Send Support:

• A screenshot of your card statement
• All transactions from that day to today

 

If the charge is a duplicate from an approved deposit

1. Contact your card issuer to confirm if the transaction is settled
2. Request the Acquirer Reference Number (ARN)
3. Send us:
• The ARN
• A screenshot of your statement

Your statement must show transactions from one day before the original charge until today.

We can only investigate after 10 business days.

 

What if I still have issues depositing with my card?

If deposits continue to fail, try another payment method in the ‘Cashier’.

 

How do I keep my information safe when sending documents?

Before sending your card statement, mask sensitive details:

• Card numbers: show only first 6 and last 4 digits
• Other numbers: show only first 1 and last 4 digits
• IBANs: show only first 2 letters and last 4 digits

Documents showing full details will be rejected and deleted.