General Inquiries

The best place to find solutions to game-related questions is in our Frequently Asked Questions (FAQ) sections. If your question is not covered in the FAQ, you can contact us and a member of our support staff will be glad to assist you. Some issues take longer than others to review, but we'll always do our best to answer your questions in a well-timed manner.

Security

The Pokerark.com payment processing department uses intense levels of data encryption. Our Payment Processing Center uses 256 bit SSL encryption to guarantee the highest level of privacy and confidentiality of your data both to and from the online poker room.

Emails

I have sent multiple emails to you and I have not received a reply. When will you reply to my emails?
Emails are answered in the order that they are received; shooting out several emails with the same content will only delay a reply. We request your patience and allow us at least 72 hours for a reply.

Account Information

Is it possible to change the name on my account?
Yes. If you would like to update your name because it is inaccurately spelled, or because there is a part missing or because your name has changed (in the case of a marriage for example), please write to Pokerark.com explaining the reason for the name update and providing us with a copy of a valid government-issued form of ID.

How can I update my home address and country?
Please write to Pokerark.com providing us with a copy of a valid, government-issued ID and a copy of a valid proof of address showing your name and address.

What type of proof of address is acceptable?
We accept the following proofs of address:

  • Passport
  • Driving license
  • State Id
  • Gas, water, electric, cable TV or phone bill - no older than three months (Internet bills are not acceptable). An appropriate id proof needs to be attached with this as well.
  • Bank statement - no older than three months (Internet statements are not acceptable). An proper id proof needs to be attached with this as well.
  • Household or motor insurance certificate (no older than 12 months).

The document must show the name and address of the addressee as well as the date of issue. I feel unsecure about sending verification documents to Pokerark.com

We would like to assure you that we function under a strict privacy policy. Any documents you send will be handled by trained staff and stored in a secure location in agreement with the data protection laws with which we have to conform.

Why am I being asked to provide an address and / or identity proof?
Players must register using their factual and legal identity, and are required to make available their complete mailing address and contact information when creating an Account at Pokerark.com. Registering with a phony name or mailing address will cause the associated Account to be subject to closure. Random identity checks and other security reviews are done regularly to protect the integrity of the system.

I would like to update my date of birth.
To update the date of birth registered in your account, please email Pokerark.com providing us with a copy of a valid, government-issued ID.

Can I change my userID?
No, for security and integrity reasons, we cannot allow you to change your userID.

How many accounts am I allowed to have?
Having more than one account is not allowed and considered as a breach of our Terms of Service.

Can I share my account with someone else?
No - it is strictly prohibited to share your account with any person or to use someone else's account.

How can I close my account?
Please write an email to Pokerark.com requesting to have your account closed. We would also like to know the reason why you are taking this decision. Please note that having your account closed does not allow you to open a new one.

Further if you have any questions concerning the security policies at Pokerark.com, or if you have a precise security related issue that needs consideration, please send us an email.

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