Responsible Gaming

At PokerStars 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

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 18 years of age. This notifies everybody that we don’t accept players under 18.
  • When a player creates an account with us, we collect their name, address, and birth date to confirm that the player is at least 18 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.
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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 ‘More’ > ‘Tools’ > ‘Responsible Gaming’ > ‘Exclude me from playing’ i. On mobile, go to ‘More’ > ‘Settings & Tools’ > ‘Responsible Gaming’. On the website, login then go to ‘Account’ > ‘Responsible Gaming’.

Self-exclude your Stars Account

Please note that all breaks in play are irreversible for the duration of the specified time, and self-exclusions must run for a minimum of 90 days. In addition, all breaks in play and 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.

Suspension of accounts

We may suspend your account when we have enough indications and/or reasonable suspicion that you may be losing control of your gaming, and/or whenever your gaming habits conflict with responsible gaming principles that exist on the gaming law implemented at our platform.

This measure will not be taken lightly and, therefore, we will only apply this precautionary measure of suspension of the account after exhausting the other mechanisms and procedures provided for in this responsible gaming policy, namely:

  • When you don’t set deposit and bet limits on your account;
  • When you do not choose to self-exclude;
  • After we have unsuccessfully suggested you to seek entities specialized in addictive behavior; or
  • In extreme cases where we have enough information to determine that allowing you to keep playing may have a detrimental impact on your life, and immediate and permanent action is required.

The suspension of your account in the terms described above will be communicated to SRIJ, under the Regulation that approves the rules and procedures regarding the registry of player accounts.

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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. 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 and ensure you never deposit more than you can afford to lose.
  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 your playing with other activities. Find other forms of entertainment so playing does not become too big a part of your life.

If you believe that playing games 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?
  2. Has playing 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 money 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/get-advice/self-assessment-tool

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

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Setting limits

We offer you the option to set different Responsible Gaming limits to help you play responsibly. 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 ‘Menu’ (Android) or ‘More’ (iOS), then ‘Settings & Tools’ > ‘Responsible Gaming’

Set 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, or monthly real money deposit limits. Of course, those limits may be no higher than the ones we already have for your account. Any requests to self-impose a lower deposit amount will take effect immediately. You will not be permitted to increase or remove the deposit limit during the next 24 hours, 7 days or 30 days depending on the limit that you have set for your account. Once you request to increase or remove your deposit limit, it will be approved after 24 hours. To set a limit go to More > Tools > Responsible Gaming > Restrict Deposit Limit i.

Set deposit limits

Accumulated Buy-in limits

Players have the opportunity to place an accumulated buy-in limit: A bet limit is a restriction on the accumulative buy in amount a player may exercise over some time period. For example, if a Daily limit of €100 exists and on one 24 hour period a player has registered for 9 * €11 tournaments their daily cumulative total is €99, the player then tries to buy in to an €11 tournament, this would take their cumulative total in excess of their limit and so he is restricted from playing that game.

Please note that this limit takes into consideration all the activity in Casino and Poker during the last 24 hours, 7 days or 30 days depending on the limit that is select. To set this limit, just go to Tools> Responsible Gaming > Accumulated buy in Limit.

For more information on the accumulated buy-in feature, please visit our Help Center.

Restricting cash game table limits, tournament limits and casino games

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.

Set game limits

You can also block yourself from individual casino games using the same menu located in ‘Tools’. And you can also login to your account through our website. From the ‘Account’ menu, you can access our responsible gaming tools.

If you want any restriction in place permanently or for a designated time, visit our Help Center to find out ways to contact us .

Restricting withdrawal cancelation

You have the option to restrict yourself from cancelling your withdrawals once they have been requested. You can apply this by going to the main lobby in our desktop client and selecting ‘More’ > ‘Tools’ > ‘Responsible Gaming’ > ‘Restrict Withdrawal Cancellation’ i.

If you activate this feature, you will disable your ability to cancel pending withdrawals on your account and we will not cancel your withdrawals at your request. This restriction is permanent and it will not be possible to restore your ability to cancel your withdrawals once you have activated it.

Set withdrawal cancellation restriction

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.

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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:

Player Protection

In case of need, and for your own protection, you can contact the Linha Vida service through phone number 1414 (available every day from 10am to 6pm) or through this email address. This specialized phone line is a psychological counselling service (anonymous, free and confidential) that belongs to the Ministry of Health's Addiction and Addictive Behaviour Intervention Service (SICAD). You can find more information about Linha Vida service here.

Over 18 Only Worried about excessive play? Click here for help.

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

Responsible Gaming

Responsible Gaming

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