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responsible gaming
Responsible Gaming
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      Responsible Gaming

      We strive to assist and protect players who are at risk of the potential negative effects of gambling. Through a number of means, including self-exclusion tools, guidance on responsible gaming, risk identification and player verification we are helping customers keep in control of their gaming so they can enjoy playing.

      We believe in educating our players to empower them through knowledge, which is why we have a number of helpful tools to ensure that playing time is always enjoyable.

      What we can do to help you

      What you can do to help yourself

      What we can do to help you

      Age verification

      Underage gambling is a criminal offense and anyone who facilitates someone under the age of 21 to gamble has committed a criminal offense and shall be prohibited from Internet gaming.

      Any underage player who has provided dishonest or inaccurate information regarding their true age may have all winnings forfeited and could face criminal prosecution.

      • Every person signing up for a new account must check a box that indicates that they are at least 21 years of age. This notifies everybody that we don’t accept players under 21.
      • When a player creates an account with us, we collect their name, address, Social Security Number (SSN) and birth date to confirm that the player is at least 21 years old.
      • We do not target underage players with our marketing and advertising. It is neither good business nor consistent with our personal and corporate values to attract underage players.

      If you have children or teenagers in your household, take extra care to secure your computer and mobile devices.

      • All Windows computers can be set up to have password control so that you must enter a password to get to the desktop, and mobile devices can be set up to require a passcode to unlock. In general, this is a good practice, but it’s even more important when there are children or teenagers in your household. Also, keep your username and password private.
      • If you have children or teenagers in your household, use protection software that allows you to limit the websites to which they have access, prevent file sharing, and generally give you detailed control over how your children use the Internet. Here is a list of some of those programs:
      • If you are aware of an underage person using our platform, let us know. Simply visit our Help Center and we will get right on it. Our first step is to investigate, and if warranted, freeze the player’s account and request identification from that player. We take these reports seriously.
      • Be a responsible parent. In many ways, this is nothing more than keeping your eyes and ears open. If you hear your children talking about online gambling accounts, deposits, and withdrawals, start asking questions. If you see the software on your child’s computer, uninstall it and ask more questions. A responsible parent is the best start to preventing underage gaming. You can find advice on how to talk to a young person about gambling here.

      Self-exclusion

      PGCB Voluntary Self-Exclusion List

      You can exclude yourself from all licensed gaming providers in the Commonwealth of Pennsylvania. This restriction will ban you from all legalized gaming activities and prohibit you from collecting any winnings, recovering any losses or accepting complimentary gifts or services or any other thing of value at any licensed facility.

      For more information, you can download a brochure explaining the process or visit the website of the Pennsylvania Gaming Control Board here.

      You can get your name placed on the Voluntary Self-Exclusion List by submitting, in person, a completed request for self-exclusion to the:

      Pennsylvania Gaming Control Board
      Office of Compulsive and Problem Gambling
      303 Walnut Street, Strawberry Square
      Verizon Tower/5th Floor
      Harrisburg, PA 17101

      Please call the Office of Compulsive and Problem Gambling at 717-346-8300 to setup an appointment at the Harrisburg office or for additional approved locations.

      We encourage players who plan to self-exclude themselves to withdraw the remaining funds in their account via their preferred payment method before completing the process outlined above.

      Important: By registering in the Voluntary Self-Exclusion List, you are purposely choosing to exclude yourself from ALL Pennsylvania Gaming Operators, not just us. During your self-exclusion period you will not be able to log onto your Stars Account and you will not be able to play in any games. You will not be permitted to access any Gaming Provider or use their services until after your specific exclusion ends and you have requested re-instatement from the Pennsylvania Gaming Control Board. Any Self-Exclusion is irreversible and cannot be ended early.

      Please note that your inclusion on this list will affect your ability to (re)open an account with us in the future, despite any self-exclusion period you have selected at the point of registration with the PGCB.

      Self-exclusion and your Stars Account

      We provide you with the ability to exclude yourself from playing for various periods of time.

      To do this, go to the main lobby of the desktop software, select ‘More’ > ‘Tools’ > ‘Responsible Gaming’ > ‘Exclude me from playing’ i. On mobile, go to ‘Account’ > ‘Responsible Gaming Settings’. On the website, login then go to ‘Account’ > ‘Responsible Gaming’.

      Please note that all self-exclusions and time outs are irreversible for the duration of the specified time. In addition, all self-exclusion periods are inclusive of all games. Your self-exclusion will apply to your Stars Account, and to any product that requires your username to play, and covers both real money and play money activity.

      Self-exclude your Stars Account

      If you want to block yourself from a particular game, go to the main lobby of the desktop software, select ‘More’ > ‘Tools’ > ‘Responsible Gaming’ > ‘Restrict Table Limit’ i and set your limit to ‘Don’t play’.

      • We offer 3-day, 7-day, 30-day, 60-day, 120-day and 180-day time out periods. You will not be able to play any games that we offer for real money or play money on our software. Once you request a time out or a self-exclusion period, you will be asked to close all tables at which you’re playing. You will be automatically unregistered from any online tournament that begins during the time out and self-exclusion period, with your buy-in refunded per our normal policy. If you are still playing when the self-exclusion period begins, you will not be forced to close the software, but will receive a pop-up asking you to do so – the exclusion period will begin once the software is closed. You will be able to login, access the Cashier and shop at the Rewards Store, but you will not be able to deposit onto or play with your Stars Account. If you have won a seat in a live, brick-and-mortar tournament that begins during the exclusion period, you will still be able to play it.
      • You will not receive any marketing emails or newsletters from us.
      • Also, you will not be permitted to change your personal details registered with your account while the self-exclusion is in effect.
      • 180-day time out and indefinite exclusion. These are identical to the other time out and exclusion periods, except that we will ask you to withdraw any real money funds from your Stars Account. In addition, you will not be automatically reinstated and you must serve a minimum of 6 months in the case of the 180-day time out and 12 months for the indefinite exclusion to request to have your account reopened again. If you want to return to playing with us, you can visit our Help Center to find out how after the required period has passed.
      • 1-year and 5-year. In addition to the above restrictions you will also be registered in the PGCB Voluntary Self-Exclusion List.
      • Self-exclusions longer than 6 months, and permanent self-exclusions. If you wish to self-exclude yourself longer than 6 months, or permanently self-exclude yourself, please visit our Help Center to find out ways to contact us. We also recommend you to follow the procedure listed above explaining how to register in the Voluntary Self-Exclusion List.
      • Self-exclusion during tournaments:

        • Players who self-exclude themselves during a tournament will nevertheless still be able to complete any tournament already in progress in which they are playing. This also means that players who request to be self-excluded from playing on after qualifying for Day 2 of a Multi-Day Tournament will still be able to play in that tournament on any subsequent day of that tournament, even after their period of self-exclusion begins. Players who choose not to play on subsequent days will receive no compensation. This does not apply to phased tournaments, so make sure you can play the tournament in its entirety before entering the first phase.

        • Please also note that if you win any prizes resulting from any offer that may have started prior to your time-out or self-exclusion period (i.e. automatic drawings to live events, or live activities), they may be forfeited.

      • If any available Bonus Spin or Bonus expires within the self-exclusion period, it can no longer be used. All Bonus Spins and Bonuses have an expiration date. You can check this by going to ‘My Rewards’ > ‘Bonus Spins’ or ‘Bonuses’.

      If you would like to close your account, please contact Support with the request.

      If you wish to self-exclude from all online gambling activity, consider downloading gamban®, software that helps you by blocking access to all online gambling.

      You may also wish to investigate GamBlock, a software application that limits a computer’s access to online gaming sites.

      What you can do to help yourself

      Identify and reduce the risks

      If you choose to play online, there are some general guidelines that can help make your playing experience safer, and reduce the risk of problems occurring:

      1. If you choose to gamble, do so for entertainment purposes. If your gambling is no longer an enjoyable activity, then ask yourself why you are still “playing”.
      2. Treat the money you lose as the cost of your entertainment. Treat any winnings as a bonus.
      3. Set a dollar limit and stick to it. Decide how much of your time you want to allow for gambling. Leave when you reach the time limit whether you are winning or losing.
      4. Set a time limit and stick to it. Decide how much of your time you want to allow for gambling. Leave when you reach the time limit whether you are winning or losing.
      5. Expect to lose. The odds are that you will lose.
      6. Make it a private rule not to gamble on credit. Do not borrow money to gamble.
      7. Create a balance in your life. Gambling should not interfere with or substitute for friends, family, work or other worthwhile activities.
      8. Avoid “chasing” lost money. Chances are the more you try to recoup your losses the large your losses will be.
      9. Don’t gamble as a way to cope with emotional or physical pain. Gambling for reasons other than entertainment can lead to problems.
      10. Become educated about the warning signs of problem gambling. The more you know, the better choices you can make.

      Is someone you know…?

      1. Preoccupied with gambling (i.e. reliving past gambling experiences, planning the next venture, or thinking of ways to get money with which to gamble).
      2. Secretive about his/her gambling habits, and defensive when confronted.
      3. Increasing bet amounts when gambling in order to achieve the desired excitement (“high”).
      4. Trying unsuccessfully to control, cut back, or stop gambling.
      5. Restless or irritable when not gambling.
      6. Gambling to escape problems.
      7. “Chasing” losses with more gambling.
      8. Lying to family and others about the extent of gambling.
      9. Committing crimes to finance gambling.
      10. Jeopardizing or losing relationships, jobs, education or career opportunities because of gambling.
      11. Relying on others to bail him or her out to relieve a desperate financial situation caused by gambling.

      If you answered “Yes” to several of these questions, we encourage you to visit Gamblers Anonymous.

      You can take the test in its entirety at one of the following websites:

      www.gamcare.org.uk/get-advice/self-assessment-tool/

      www.ncpgambling.org/help-treatment/screening-tools/

      There are risk factors that can contribute to the development of gambling issues and make it more difficult to stop gambling. Players can be more at risk if they:

      • Have easy access to their preferred form of gambling
      • Hold mistaken beliefs about the odds of winning (see “Common Myths about Compulsive Gambling” below)
      • Do not take precautions to monitor gambling wins and losses
      • Have an early big win (leading to false expectation of future wins)
      • Have had a recent loss or change in their personal life, such as divorce, job loss, retirement, or death of a loved one
      • Often feel bored or lonely, or have a history of risk-taking or impulsive behavior
      • Have financial problems
      • Have a history of mental health problems, particularly depression and anxiety
      • Have a parent who also has (or has had) problems with gambling or other compulsive disorders
      • Have (or have had) problems with alcohol or other drugs, gambling, or overspending

      The more factors that apply, the more likely a person is to develop a gambling problem.

      If you are finding it hard to stop gambling, or if you’re already suffering from consequences related to your gambling behavior, it may be time to get help.

      Setting limits

      We are proud to offer a number of features that all players from Pennsylvania can avail themselves of to help better manage their time, funds, and general experience. You can set the following limits to your account:

      • Self-Imposed Deposit Limits
      • Self-Imposed Playing Time Limits
      • Self-Imposed Spend Limits
      • Self-Imposed Tournament and Table Buy-in Limits
      • Self-Imposed Casino Limits

      You can set these limits by following these instructions, depending on how you are accessing our services:

      • Website

      Log in and go to ‘Account’ > ‘Responsible Gaming’

      • Desktop Client

      Log in and select ‘More’ > ‘Tools’ > ‘Responsible Gaming’ i

      • Mobile App

      After logging in go to ‘Account’, then ‘Responsible Gaming Settings’

      Set limits on your real money deposits and purchases

      We believe that you should be allowed to manage your own budget for playing online. We allow you to restrict your own daily, weekly, and monthly real money deposit limits. Of course, those limits may be no higher than the ones we already have for your account. Also, please note that the daily deposit limit takes into consideration the transactions made during the last 24 hours, the weekly during the last 7 days and the monthly during the last 30 days.

      You can set these limits by following the above instructions and selecting ‘Restrict Deposit Limit’.

      If you set a daily or weekly deposit limit, you will not be permitted to increase or remove it during the next 7 days and the monthly limit for 30 days. When you request to increase or remove a deposit limit, it will remain pending for 24 hours. After that period of time, you will be asked to confirm the request on a pop-up that will be displayed when you login to your account. All requests to decrease a deposit limit will be approved immediately.

      Set deposit limits

      Restricting cash game table limits, tournament limits, casino limits, spend limits and playing time limits

      Setting table limits and poker tournament limits provides individual players with an opportunity to control their spending by limiting themselves from playing certain table limit stakes, as well as tournament buy-in limits.

      You can set these limits by following the instructions mentioned above and selecting ‘Restrict Table Limit’ or ‘Restrict Tournament Limit’. There is also the option to block yourself completely from playing any of these games within this menu, by choosing ‘Don’t Play’.

      The casino limits provide individual players with an opportunity to control their spending by setting a limit on the maximum bet per action or spin. You can set this limit by selecting ‘Restrict Casino Limit’ in our software or website, and ‘Set your Casino Limits’ in our mobile app. There is also the option to block yourself completely from casino games within this menu, by choosing ‘Don’t Play’.

      If you want the cash game table, tournament and casino limits in place permanently or for a designated time, please visit our Help Center to find out ways to contact us with your request.

      Set game limits

      Restrict your spend limit

      Managing your bankroll is one of the most import aspects of online gaming. Using our Spend Limits feature, you can choose how much of your balance and funds you use on a daily, weekly, or monthly basis. The limits you select are cumulative, so all games, tournaments, or tables you join throughout the day will count towards your limit.

      To choose this option, just follow the above instructions and select ‘Restrict Spend Limit’. If you increase or remove this limit, your daily limit will be processed at the end of the day, the weekly one at the of the week and the monthly limit at the end of the month.

      If you request to increase or remove a table, tournament or spend limit, you will be asked to confirm the change 24 hours later. A pop-up will be displayed when you login to your account asking you to reaffirm the request. If you decrease any of these limits, the request will be approved immediately.

      Restrict your play time

      You can also limit the time spent per day playing from 1 hour to 8 hours. To choose this option, follow the above instructions and select ‘Restrict Playing Time’. Once exhausted, you will no longer be able to participate in gaming until the time limit is reset at midnight ET. Any request to lower your limit will take immediate effect, while requests to increase or remove your limit will not take effect until at least 24 hours after you have made your request.

      Account and Game History Information

      At any time, you can request your deposit, withdrawal, transfer and playing transaction history directly from our software. To request this information from the Main Lobby screen of the Desktop software, select: ‘Tools’, ‘History & Stats’ and later ‘Playing History Audit’. In the mobile app you need to tap on the ‘Account’ button, go to ‘History’ and select the ‘Playing History’ option.

      From the menu that appears, you can select a date range to request the specific information required. You will also need to select a password for the file. You may choose any password you wish; however, we do not recommend using the same password as for your Stars Account. If you wish to view your StarsCoin information, please ensure the relevant box is checked.

      Finally, you will need to select the output format. The options available are Excel (97-2003), HTML and a text file. HTML format is recommended for mobile devices. Then click on 'OK' to submit the request. You will be prompted to enter your password to confirm the request. An email with further instructions will be sent to your registered email address.

      Account Responsible Gaming Changes Report

      At any time, players can request a report which lists all the Self-Imposed Limits changes that have taken place on their account. To do this, simply choose ‘Responsible Gaming History Audit’ within the ‘Responsible Gaming’ option found in the ‘Tools’ menu of your account. You will have the ability to filter the date range you wish to look at and export the data in any of the listed formats.

      Be aware of common myths about compulsive gambling

      We believe players should play for fun and entertainment. But some players who engage in recreational gambling do not believe they could become addicted, and sometimes hold onto false beliefs or myths about problem gambling that can lead to denial and other problems. Some of the more common myths are listed below. Click ‘More’ to read on.

      Myth: You have to gamble every day to be a problem gambler.
      Fact: A problem gambler may gamble frequently or infrequently. If a person’s gambling is causing psychological, financial, emotional, marital, legal or other consequences for themselves and the people around them, then they could be displaying signs of a gambling problem.

      Myth: Problem gamblers will gamble at any opportunity on any form of gambling.
      Fact: Most problem gamblers have a favorite form of gambling that causes them problems and are not likely to be tempted by betting on other things. For example, a gambler who makes weekly trips to the race track may not be tempted by lottery tickets or slot machines. Some compulsive gamblers also engage in secondary forms of gambling, but these are not usually as problematic.

      Myth: Gambling only becomes a problem when you lose every last penny. Compulsive gambling is just a financial problem.
      Fact: How much money you win or lose does not determine if you have a gambling addiction. Compulsive gamblers may win big and then lose all their earnings the next day, or they may only bet a certain amount each time. Typically, those with gambling problems will incur enough debt that the financial consequences of their behavior begins impacting their lives, but that is not always the case.

      Myth: It’s not possible to become addicted to something like gambling.
      Fact: Certain activities, such as gambling, can be just as addictive as drinking or doing drugs. Gambling may produce a euphoria that encourages a compulsive gambler to keep repeating the behavior to achieve that effect. As with drugs and alcohol, a gambling addict may develop a tolerance for gambling and take bigger and bigger risks to achieve that euphoria. A compulsive gambler will give in to a craving for gambling by doing it more often, regardless of the negative consequences. As with any other addictions and compulsive behavior, pathological gamblers may also be in denial about their behavior, and may not believe they have a problem at all.

      Myth: Problem gamblers are irresponsible people.
      Fact: Many problem gamblers hold, or have held, responsible community positions. In addition, even people with a long history of responsible behavior are vulnerable to developing a gambling problem. When a person is having a problem gambling episode, that person is unable to control their gambling and in this compromised state their actions look like irresponsible behavior.

      Myth: Children are not affected by problem gambling.
      Fact: Surveys show that about 10% to 15% of American and Canadian youth have experienced gambling-related problems and 1% to 6% of these individuals may satisfy diagnostic criteria for pathological gambling. Additionally, children of problem gamblers have been shown to be at a higher risk of developing health-related behaviors. This includes alcohol and drug use, problem gambling, eating disorders, depression and suicide.

      Myth: Financial problems are the main reason that problem gamblers’ relationships break down.
      Fact: It is true that money problems play an important part in ending relationships, however, many non-gambling partners say that the lies and lack of trust is the biggest cause.

      Myth: If a problem gambler builds up a debt, the important thing to do is to help them get out of the financial problem as soon as possible.
      Fact: Quick fix solutions are often attractive to everyone involved and may appear to be the right thing to do, however, “bailing” the gambler out of debt may actually make matters worse by enabling gambling problems to continue.

      Myth: Problem gambling is easy to recognize.
      Fact: Problem gambling has been called the hidden addiction. It is very easy to hide as it has few recognizable symptoms, unlike alcohol and drug use. Many problem gamblers themselves do not recognize they have a gambling problem. Problem gamblers often engage in self-denial.

      Myth: If I keep gambling, my luck will change and I’ll win back the money I’ve lost.
      Fact: Each time you place a bet, the outcome is completely independent of the previous bet. This means that the odds are no more in your favour on the tenth bet than they were on the first bet. Risking more, or playing longer, will not improve your chances of winning.

      Myth: I have a feeling that today is my lucky day. I just know I’m going to win.
      Fact: Hoping, wishing, or even needing to win money has absolutely no influence on the outcome of a game of chance.

      If any of these myths are realities for you or a loved one, it may be necessary to consider seeking treatment for a gambling addiction. If you or someone you know has a gambling problem and wants help, call 800-Gambler.

      Random Number Generator (RNG)

      We submitted extensive information about our random number generator (RNG) to an independent organization. We asked this trusted resource to perform an in-depth analysis of the randomness of the output of the RNG, and its implementation in the shuffling of the cards on our platform. See here to read the Certification of Integrity and more about the organization used.

      To read more about the measures we take to keep the game fair, please visit our Security page.

      Need help, advice or counselling?

      If you feel you might have a gambling problem, and seek further advice or counselling, you can visit these web sites:

      i if you don’t see the “Tool” menu, please, check under “More”