Responsible Gaming

PokerStars Support

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

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

What we do

  • 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.

What you can do

  • Be sure to protect your computer. All Windows computers can be set up to have password control so that you must enter a password to get to the desktop. 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 Stars ID and password private. You can elect to have the software not remember your password each time you log-in. If you have any concern that somebody else might attempt to access your Stars Account, you should not allow the software to remember your password.
  • 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 contact Support 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 game 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

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 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:

https://gamtest.se/v3/gamcare
www.ncpgambling.org/i4a/survey/survey.cfm?id=6

Also, 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’ > ‘Responsible Gaming’ > ‘Exclude me from playing’. On mobile, go to ‘More’ > ‘Settings & Tools’ > ‘Responsible Gaming’.

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 in the Rational Group that requires your Stars ID to play. If you want to block yourself from a particular game, you can go to the table-limits and set your limit to ‘Don’t play’.

  • We offer breaks in play for periods of 12-hour, 24-hour, 7 days, 30 days, and 60 days. We also offer the option to self-exclude for a minimum of 3 months until the date of your choice. All restrictions can be set directly from within your account by following the instructions above. You will not be able to play any games that we offer for real money or play money on our software. Once you click the button that requests a break in play or a self-exclusion period, the restriction will begin immediately. Portuguese regulations do not allow for any play after any break in play or self-exclusion request (of any duration) is submitted. This means if you self-exclude yourself during a tournament you will be “sat-out” and not be allowed to complete the tournament. In addition, you will not be entitled to any refund. If you are in a cash game, you will be sat-out once the hand in progress is complete.
  • For Casino games: A casino game (spin) currently in play is allowed to complete. The player may continue to make actions within that spin (e.g. hit within blackjack). Any winnings are returned to the player as normal.
  • You will be automatically unregistered from any tournament that begins during the break in play and self-exclusion period. You will not be able to deposit or make inter-account transfers with your Stars Account. Furthermore, you will not receive any marketing emails or newsletters from us.
  • When a break in play or Self-Exclusion expires, the restriction is removed and your account is restored automatically.
  • Please be aware that your Self-Exclusion request will be reported to the Gaming Regulation and Inspection Service (SRIJ) in accordance with local regulations.

Players are also offered the option to request to be Self-Excluded for an indeterminate period in the Stars client. In the Self-Exclusion feature a separate checkbox will be displayed. If you select this option, a Self-Exclusion for an indeterminate period is imposed on the account.

Revocation of Self-Exclusions:

Players can request the removal of Self-Exclusions after serving the minimum period of 3 months. If you want to revoke the self-exclusion once the 3 months have passed, you can email Support and we will review the account for self-exclusion removal. Once the removal has been approved, you will need to wait one month in order for this to take effect.

General Exclusion

Players are able to exclude themselves from all licensed Online Gambling and Betting providers via the website of the monitoring, inspection and regulatory body. This includes an exclusion across all operators websites, including Stars, as well as all verticals. For more information please visit this website:

http://www.srij.turismodeportugal.pt/en/responsible-gambling/self-exclusion/

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.

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

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 that problems can occur:

  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 feel you might have a gambling problem, and seek further advice or counseling, 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 everyday from 10am to 6pm) or through email address 1414@sicad.min-saude.pt. This specialized phone line is a psychological counseling service (anonymous, free and confidential) that belongs to the Ministry of Health's Addiction and Addictive Behaviour Intervention Service (SICAD):

http://www.srij.turismodeportugal.pt/en/responsible-gambling/player-protection/

http://www.sicad.pt/PT/Cidadao/LinhaVida/O_que_e/Paginas/default.aspx

Setting 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, 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 Tools> Responsible Gaming > Restrict Deposit Limit.

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 contact Support.

Restricting cash game table limits, tournament limits and casino games

Setting table limits and tournament limits provide 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, please email Support with your request.

Over 18 Only GamCare Certified GamCare Gambling Therapy