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.
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. 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 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-prohibition and Self-exclusion
General Register of Gaming Access Bans (RGIAJ) – self-prohibition from all Spanish online gambling sites
You can prohibit yourself from any gambling website by registering in the General Register of Gaming Access Bans here: www.ordenacionjuego.es.
Registration is permanent, but you can cancel it after 6 months.
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.
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 12-hour and 24-hour cooling off periods as well as 7 day, 30 day, 60 day, and 120 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 click the button that requests 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 and access the Cashier, but you will not be able to deposit 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.
- 6-month self-exclusion. 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 visit our Help Center to find out how 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 visit our Help Center to find out ways to contact us.
- Self-exclusion during tournaments:
- Players who self-exclude themselves during a tournament will still be able to complete any tournament already in progress in which they are playing.
- Multi-Day Tournaments: Players who request to be self-excluded from playing during a ‘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.
- Flighted Tournaments: Players who request to be self-excluded from playing during a flighted tournament will not be able to complete the next flight of the tournament. Make sure you can play the tournament in its entirety before entering the first flight.
- Please also note that if you win any prizes resulting from any offer that may have started prior to your self-exclusion (i.e. automatic drawings to live events, or live activities), they may be forfeited.
- If any available Free Spin or Bonus expires within the self-exclusion period, it can no longer be used. All Free Spins and Bonuses have an expiration date. You can check this by going to ‘My Rewards’ > ‘Free Spins’ or ‘Bonuses’.
- Customers who self-exclude themselves when they still have an open bet will have the bet settled as normal.
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:
- Play for entertainment, and not as a way of making money.
- 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.
- Set deposit limits and ensure you never deposit more than you can afford to lose.
- Never chase losses. If you lose money, don't play higher stakes to try and recoup your losses.
- Don't play when you are upset, tired, or depressed. It is difficult to make good decisions when you are feeling down.
- 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:
- Have you ever taken time from your major daily obligations because of playing?
- Has playing caused you to neglect your own welfare or that of your family?
- Have you ever sold anything or borrowed money to finance your playing?
- Have you often played until your last cash was gone?
- Have you ever played longer than you had planned?
- 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 JugarBIEN.es or Gamblers Anonymous.
You can take the test in its entirety at one of the following websites:
www.jugarbien.es/contenido/que-tal-juego-el-test-del-juego
www.gamblingtherapy.org/information/do-i-have-a-gambling-problem
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, 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
Gaming limits
In line with the Royal Decree 176/2023 you must set your gaming limits before you start playing poker cash games and casino games. Poker tournaments and sports betting are exempt from this limit. Once you set your gaming limits, they will apply to all cash games (including Zoom cash games) and casino games you play in that session until you either reach your limit or log out. If you reach your limit and want to play another cash game or casino game, you will need to set your gaming limits again.
To find out how to set up gaming limits and how they work, please visit our Help Center.
We also offer you the option to set other 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 ‘Account’ > ‘Responsible Gaming Settings’
Set limits on your real money deposits and purchases
You can decide your own budget for playing online in a secure and safe way. Please note that your default deposit limits when you open your account are €600 per day, €1,500 per week, and €3,000 per month. You can set lower than the above daily, weekly, and monthly real money deposit limits on your own immediately.
If you wish to increase these limits, they will come into force only after the fulfilment of the requirements set out below:
- You have passed the test for the prevention of addictive gambling behaviours established for this purpose by the authority in charge of gambling regulation;
- You have not activated in the last three months our control mechanisms that we use to detect and educate players who we consider vulnerable or who potentially spend beyond their means;
- You have not increased your deposit limit in the last three months.
If the deposit limit increase request can be accepted it will be applied after 48 hours.
If you want to manage your deposit limits just go to the right-hand side bar, choose ‘Tools’, then select ‘Responsible Gaming’ and ‘Change Deposit Limits’.
Restricting cash game table limits, tournament limits, casino games and sports betting
Setting table limits and 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 also block yourself from individual casino games using the same menu located in ‘Tools’. There is also the option to block yourself from sports betting within this menu.
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 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.
Safer Gambling categorization groups – Royal Decree 176/2023
With September 13, 2023, we have introduced two new categorization groups to monitor and help potentially vulnerable players: Intensive gambling behavior group and Risky gambling behavior group.
What are the criteria for being included in these groups?
In line with the latest changes introduced by the Spanish Regulator DGOJ, you will be included in the Intensive gambling behavior group if:
- You’re 25-years-old or younger, and you incurred losses equal to or higher than €200 per week, over three consecutive weeks.
- You’re 26-years-old or older, and you incurred losses equal to or higher than €600 per week, over three consecutive weeks.
The inclusion in the Risky gambling behavior group occurs through the detection and comparison of multiple factors such as, but not limited to:
- The intensity and frequency of your gaming activity
- The volume of deposits and net losses
- The identification of potentially harmful patterns
What happens if I’m included in one of these groups?
Customers included in the Intensive gambling behavior group will be notified about their activity on a regular basis.
Customers included in the Risky gambling behavior group will be required to acknowledge the review of their recent activity, will regularly receive updates regarding their status, and will be subject to the following restrictions:
- The temporary restriction of the account in case of lack of acknowledgement of their activity
- Restricted use of credit cards
- The discontinuation of eventual VIP privileges
- The inability to receive and take part in any offers or prize programs
- The removal from any mailing list for commercial and offer purposes
- The ability to only use payment methods registered with their own name
Is possible to be removed from these groups?
While it is not possible to request the removal from these groups directly, inclusion in these groups is not permanent.
If you are included in the Intensive gambling behavior group, you will be removed from it after six continuous weeks in which you have not reached the relative losses thresholds.
If you are included in the Risky gambling behavior group, you will be removed from it as soon as you do not meet the inclusion criteria.
€5,000 winnings notification
Every time you have an occurrence of winnings that is equal to or more than €5,000 you will receive a notification reminding you that you can withdraw your funds. This notification is required by regulation (Royal Decree 176/2023, Article 38).
Responsible Gaming – JUEGOSEGURO.ES
If you would like to have more information about our license or the Responsible Gaming in Spain, please visit the Juego seguro website (in Spanish).
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: 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 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: 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, 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, please contact one of the organizations that we recommend.
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:
- JugarBIEN.es - Play responsibly
The Spanish Regulator (DGOJ) is committed with Responsible Gaming, which is why they have created this website aiming to encourage players to play responsibly.
At JugarBIEN.es you will find assessment tools, tips, testimonials from other players, information and directions on where to obtain professional assistance, so that you always have the chance to read more about how important it is to play responsibly.
This site intends to become a reference in the field and to always remain accessible and open to everyone. - GamblingTherapy (World Wide)
- Other organisations available in Spain can be found on the DGOJ website here.
- FEJAR’s responsible gaming helpline is available to you, toll-free at +34 900-533-025. Please note that this helpline is informative only and does not offer Stars Account related assistance.
We take proactive steps to identify and interact with customers who may be exhibiting signs that they may be having difficulty controlling the time or money they spend on our site. If we believe that your activity might be of higher risk, we will contact you to discuss your situation and advise you of the options available to moderate your activity.
i if you don’t see the “Tool” menu, please, check under “More”