Player Protection

"When the stakes are high, it pays to go to great lengths to ensure that software is implemented with proper considerations for security and safety". - Matt Schmid, Cigital, Inc.

All communications between our client software running on client computers and our servers is encrypted. It is important to note that strictly speaking, encryption itself does not guarantee privacy. For example, a site where pocket cards of all the players are transferred to everybody, is not secure regardless of encryption. That is why we have spent a lot of effort designing our security system and policies.

Responsible Gaming

Mission statement

The Stars Group strives 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 committed to assisting and protecting those who should not be playing at all, or who wish to limit the amount that they play.

Age verification

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

The owner of a Stars Account is prohibited from allowing another person access to their account and are responsible for their own account and all actions used by that account, including, but not limited to:

  • Never leave your Stars Account open and unattended. If you must step away, please remember to lock your computer or mobile, to protect your account from unauthorized use.
  • Ensuring no other person has access to your account.

How to play online responsibly

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. Play for entertainment, and not as a way of making money.
  2. Play with money that you can afford to lose. Never use money that you need for important things such as food, rent, bills, or tuition.
  3. Set deposit limits (see below for instructions).
  4. Never chase losses. If you lose money, don't play higher stakes to try and recoup your losses.
  5. Don't play when you are upset, tired, or depressed. It is difficult to make good decisions when you are feeling down.
  6. Balance online gaming with other activities. Find other forms of entertainment so playing online does not become too big a part of your life.

For more details on practical tips to stay within safe limits, myths associated with gambling, information regarding the risks associated with gambling, and the potential signs of a gambling problem, or if you or someone you know has a gambling problem and wants help, further advice, or counselling, you can visit these websites:

Common Myths about Compulsive Gambling

We tell our players that they 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:

Myth: A compulsive gambler gambles every day.
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: A compulsive gambler will bet on anything and 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 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. Gamblers may win big and then lose all their earnings the next day, or they may only bet a certain amount each time. Typically, gamblers 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, are just as addictive as drinking or doing drugs. Gambling may produce a euphoria that encourages the gambler to keep repeating the behavior to achieve that effect. As with drugs and alcohol, the gambler develops a tolerance for gambling and will take bigger and bigger risks to achieve that euphoria. A 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 behaviors, pathological gamblers may also be in denial about their behaviors, and may not believe they have a problem at all.

Myth: Only irresponsible people become addicted to gambling.
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. It is common for people to believe that those suffering from addictions are weak-willed and irresponsible. But anybody can become addicted to gambling, no matter how responsible they are.

Myth: Compulsive gambling isn’t really a problem if the gambler can afford it.
Fact: Problems caused by excessive gambling are not just financial. If a person’s gambling is interfering with their ability to act in accordance with their values, then there is a problem. For example, too much time spent on gambling means less time to spend with family, friends, and others. It can lead to relationship breakdown and loss of important friendships.

Myth: It’s easy to recognize a compulsive gambler.
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 in a casino, 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 one. This means that the odds are no more in your favor on the tenth bet than they were on the first bet. Over time, the more you risk, the more you’ll lose.

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.

Risk Factors Associated with Gambling and Potential Signs of a Problem Gambler

These are risk factors that can contribute to the development of gambling issues and can 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 the section above “Common Myths about Compulsive Gambling”
  • 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.

If you believe that playing online might be a hindrance to your life rather than a form of entertainment, we want to help you. First, please review the following questions:

  1. Did you ever lose time from work or school due to playing online?
  2. Has playing online caused you to neglect your own welfare or that of your family?
  3. Have you ever sold anything or borrowed money to finance your playing?
  4. Have you often played until your last dollar was gone?
  5. Have you ever played longer than you had planned?
  6. Have you ever considered self-destruction or suicide as a result of your playing?

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/online_self_assessment.php
https://www.ncpgambling.org/help-treatment/screening-tools/

Self-exclusion

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 ‘Tools’, then ‘Responsible Gaming’, and then ‘Exclude me from playing.’ On mobile, go to ‘More’, ‘Settings & Tools’, ‘Responsible Gaming’ and select ‘Exclude me from Playing’.

Please note that all self-exclusions and time outs are irreversible for the duration of the specified time. Your self-exclusion will apply to your Stars Account, and to any product that requires your Stars ID to 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. Once you've done that, the time out or self-exclusion period will begin. You will be automatically unregistered from any tournament that begins during the time out and self-exclusion period. You will not be able to deposit with your Stars Account.
  • Furthermore, you will not receive any marketing emails or newsletters from us.
  • Customers who request a time-out when they still have an open sports betting bet will have the bet settled as normal.
  • 180-day time out. This is identical to the other time out 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. If you want to return to playing with us, you can contact Support any time after your self-exclusion period has passed.
  • 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 contact Support, and also follow the procedure listed below.
  • 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 you would like to close your account, please contact Support with the request.

If you use a Windows or Mac computer and wish to self-exclude from all online gambling activity, consider downloading gamban®, software that helps you by blocking access to all online gambling.

Internet Gaming Self-Exclusion (IGSE)

If you wish to self-excluded yourself for a longer duration, you must complete the Internet Gaming Self-Exclusion Sign-Up Procedure. This is a mandatory requirement by the Division of Gaming Enforcement. Players will have the option of choosing a 1-year or 5-year exclusion period. Upon clicking either of these options within the Self-Exclusion feature, you will be re-directed to the Internet Gaming Self-Exclusion Form which must be completed in full.

Upon full completion, you will be presented with the option to Print your form and Submit it. After clicking Submit, a final confirmation with your account password will complete the process.

Your submission will then be sent to the New Jersey Division of Gaming Enforcement who will process it at the earliest convenience.

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.

If you select a 1-year or 5-year exclusion, all open sports betting bets will be cancelled.

Important: By entering into a 1-year or 5-year exclusion, you are purposely choosing to exclude yourself from ALL New Jersey Internet 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 Internet Gaming Provider or use their services until after you specific exclusion ends and you have requested re-instatement from the New Jersey Division of Gaming Enforcement.

You may also request to begin or end an exclusion by visiting any premises of the New Jersey Racing Commission, including racetracks, during business hours. Any Self-Exclusion is irreversible and cannot be ended early.

Setting your own limits

We are proud to offer a number of features that all New Jersey players can avail themselves of to help better manage their time, funds, and general experience. These are:

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

Setting limits on your real money deposits:

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.

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.

Just go to the lobby in our desktop software, choose ’Tools’, then ‘Responsible Gaming’, and then select ‘Restrict Deposit Limit’ or in our mobile app select ‘More’, ‘Settings & Tools ‘, ‘Responsible Gaming’ and ‘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.

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

Setting table limits, tournament limits and casino limits provides individual players with an opportunity to control their spending by limiting themselves from playing certain table limit stakes, tournament buy-in limits and casino limits. Go to the lobby of the desktop software, choose ‘Tools’ from the menu, then select ‘Responsible Gaming’ and ‘Restrict Table Limit’, ‘Restrict Tournament Limit’ or ‘Restrict Casino Limit’. In the mobile app you can find these features under ‘More’, later select ‘Settings & Tools’ and ‘Responsible Gaming’. There is also the option to block yourself completely from playing any of these games, by choosing ‘Don’t Play’.

If you want to set any of those limits permanently or for a designated time, please contact Support with your request.

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, tables or casino games you join throughout the day will count towards your limit. Once set, requests to increase any limit will only be applied after the existing period limit has expired.

To choose this option, go to the lobby in our desktop software and choose ‘Tools’ from the menu, then select ‘Responsible Gaming’ and ‘Restrict Spend Limit’. In the mobile app you can select ‘More’, later ‘Settings & Tools’, ‘Responsible Gaming’ and ‘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, casino 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.

You can also limit the time spent per day playing, from 1 hour to 8 hours. To choose this option, go to the lobby and choose ‘Tools’ from the menu in the desktop software, then select ‘Responsible Gaming’ and ‘Restrict Playing Time’. You can find this feature in the mobile app by selecting ‘More’, later ‘Settings & Tools’, and ‘Responsible Gaming’. 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.

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 our desktop software and in the mobile app, under ‘More’ and later ‘Settings & Tools’.

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

For more information on these limits, visit our Responsible Gaming page.

Password and Account Security

You may change your password in our desktop software by selecting ‘Password’ from the ‘Account’ section.

If you have forgotten your password, please click here.

We allow players to set additional strong authentication for added account security. To review our Account Security options and features, please click here.

Got a complaint?

If you would like to file a complaint, please contact Support.

If your complaint has not been resolved after all reasonable means, please visit the Division of Gaming Enforcement website to access the Patron Complaint Form and file a complaint with the Division of Gaming Enforcement.

Account and Game History Information

For more information on account history information, please click here.

For information on Hand Histories and Casino game history and how you can save and review them, please click here.

Terms and Conditions

Click here to view our Terms of Service page.

It is a Federal offense for persons physically located outside of New Jersey to engage in Internet wagering through a New Jersey casino, unless explicitly authorized by the New Jersey Division of Gaming Enforcement.

There are Federal prohibitions and restrictions regarding Internet gaming, specifically, any limitations upon Internet gaming as set forth in 18 U.S.C. §§ 1084 et seq. (The Wire Act) and 31 U.S.C. §§ 3163 through 3167 (UIEGA).

Responsible Gaming

Responsible Gaming

We are committed to responsible gaming, and are dedicated to an enjoyable and positive gaming experience.

Support FAQ

FAQ

Our support team has assembled a list of questions that players often ask them, along with all the answers.

Poker Games FAQ

faq games

Frequently asked questions and answers about playing poker at PokerStars.