GENERAL CUSTOMER TERMS

The General Terms apply to your access and use of the Services. By clicking to accept the General Terms when you create an Account, or otherwise accessing or using any part of the Services, a contract is created and you will be legally bound by the General Terms and any additional terms and conditions that form part of the General Terms (these are listed in Part A Section 21 and called ‘Rules’). If you don’t agree to the General Terms or any part of them (including the Rules), you must not access or use the Services or the relevant part of them.

When you play Play Money Games, the contract is between you and Stars Mobile, and PokerStars/we/us/our in the General Terms means Stars Mobile. For all other uses of the Services, the contract is between you and REEL, and PokerStars/we/us/our in the General Terms means REEL. This means REEL has no responsibility or obligation to you in relation to Play Money Games, and Stars Mobile has no responsibility or obligation to you in relation to Real Money Games.

We may change the General Terms at any time. We will tell you about any significant changes to the General Terms before they take effect. When you next log into your account, you will expressly be asked to accept the amended General Terms.

If the change is merely immaterial (for example it is to correct information or to comply with applicable law or a change in our regulatory requirements), then we may change the General Terms at any time by giving you reasonable notice. The change(s) described in the notice will become binding following the period of time stated in the notice. You will be deemed to have accepted the change(s) if you continue to use the Services after the date the change(s) take effect.

If you object to any change, you must stop using the Services and you may request a withdrawal of any positive balance on your Account. We will process that request unless we have a right to delay the withdrawal, void any related transactions, or recover or not pay out any balance, winnings, funds, rewards or other credits under the General Terms.

We encourage you to visit the Website regularly to check the version of the General Terms in force at that time.

To create and use an Account you must:

6.1.1 be at least 18 years of age;

6.1.2 not previously have held an Account that has been closed by us for a Prohibited Event, or had an account closed by any other company in Flutter Group for similar reasons;

6.1.3 not currently be self-excluded from the Website (except to the extent you have chosen to self-exclude only from specific Games or parts of the Services);

6.1.4 not currently be on any list of persons that would prohibit us from offering the Services to you (for example a sanctions list or the OASIS gamblers exclusion register);

6.1.5 register the Account in your own name, on the basis of your own freely made choice, and solely for your own personal use, entertainment and benefit, not on behalf of or at the direction of anyone else; and

6.1.6 reside in a jurisdiction from which we accept Users from time to time and ensure that your use of the Services is lawful in your jurisdiction (we are not able to verify the legality of the Services in every jurisdiction).

By creating an Account, you confirm and promise that: (a) you meet the Account Requirements at the point of registration; (b) you will continue to meet the Account Requirements for so long as you have an active Account; (c) you will not sell or transfer your Account to any other person and will not take over another User’s Account; and (d) you will promptly tell us if you stop meeting any of the Account Requirements for any reason.

We will run checks as to whether you are a Politically Exposed Person (PEP) or whether you are subject to international sanctions. We reserve the right to exclude such persons from using any part of the Services or close the Accounts of such persons.

When you create an Account, you must provide the following: first name, family name, name at birth, date of birth, place of birth, place of residence (street, house number, postcode and town), nationality and e-mail address. Furthermore, you must set an individual monthly inter-provider deposit limit or indicate that an already set individual monthly inter-provider deposit limit shall remain unchanged.

As set out in Part B Section 1.1, when creating your Account, you have to choose a Username and password. You will also need to specify a second method of authentication (such as two-factor-authentication via text message). The password must have at least 8 digits and needs to contain capital and lowercase letters, at least 1 number and 1 special character. After 5 unsuccessful login attempts, your Account will be locked. It can only be unlocked after 30 minutes or after you have contacted us.

We may from time-to-time also ask for other information to comply with our legal, regulatory or internal requirements, for example to check you meet the Account Requirements or Deposit Requirements.

You must ensure the details provided by you at registration are true, accurate, and up to date, and that they remain so while you have an active Account. You must promptly tell us about any changes to your details (including those which could impact the use of your Account, such as a change to your email address or bank details). You can do this in your Account.

To meet our regulatory, licence and other legal obligations and business requirements, we will from time to time (at a minimum at least once a year and including during and/or at any time after registration), ask you to comply with Verification Requests. This could include providing personal details and copies of documentation such as your passport, driving license, other government-issued photo ID, utility bills and/or bank statements, attending phone or video calls, and/or recording playing sessions.

We will always verify the personal information you provide when you create an Account, as well as any changes you make to that information. If there are any changes to your name sometime after the registration process was completed, e.g. due to marriage, divorce, adoption, change of name, a new verification will be carried out. You may continue to use your Account for the duration of the identity verification.

In the first 72 hours from registration, you can deposit up to EUR 100,00 and use this money to play, unless you are an excluded player. A withdrawal is only possible after the verification process has been completed. We will ask you to confirm that you aware of these conditions. If the verification is not completed within 30 days we will prevent you from using of the Account.

If you are listed as an excluded player in the OASIS gamblers exclusion register you are not allowed to participate in online gambling. In addition, no advertising for online gambling may be sent to you. For this purpose, we are legally required to carry out a comparison with the nationwide gamblers exclusion register OASIS in the context of providing gambling Services and before sending advertising for gambling Services. For the purpose of the comparison, your name, date of birth, current address and place of birth will be transmitted to the operator of the OASIS gamblers exclusion register. As part of the transmission, it will be checked whether you are listed in the exclusion register as an excluded person.

The operator of the nationwide gamblers exclusion register is the Regierungspräsidium Darmstadt, Wilhelminenstraße 1-3, 64283 Darmstadt. All information provided and queries made are logged accordingly by the operator of the gamblers exclusion register. Further information on the OASIS gamblers exclusion register is available here.

The OASIS query is carried out on three occasions:

1. when you create an Account;
2. each time you log into to your Account; and
3. before sending advertising and promotions.

If you are found to be excluded, the status is transferred to your Account. Thereupon, participation in Games is no longer possible. Deposits to your Account are also no longer possible. You are, however, entitled to request a withdrawal of any remaining funds in your Account. We will process that request unless we have a right to delay the withdrawal, void any related transactions, or recover or not pay out any balance, winnings, funds, rewards or other credits under the General Terms. On the Responsible Gaming page, you will find information about ways we can help. Should you request a gambling exclusion for an unlimited period of time on our Website, this exclusion will automatically be entered in OASIS.

If you are a User who is not listed in OASIS, your email address may be used to send you newsletters with information about Services and other advertising messages if you have agreed to this or if a legitimate interest justifies the transmission without affecting your right to privacy. You may unsubscribe to such newsletters or promotional messages at any time by changing your Account settings or following the link in the email.

We are legally obliged to transmit information about you and your gaming activities to the inter-state gambling supervision system (Länderübergreifendes Glücksspielauswertesystem – LUGAS). LUGAS is operated by the Gemeinsame Glücksspielbehörde der Länder, Hansering 15 in 06108 Halle (Saale). The central files consist of a file for monitoring the cross-provider deposit limit (limit file) and a file for preventing parallel gaming with multiple gambling providers (activity file).

The limit file is supposed to secure compliance with the player deposit limit across providers. If you have not already set an individual cross-provider deposit limit, you will be given the opportunity to set such a monthly deposit limit in the course of the registration and verification process. The deposit limit set by you and the deposit amounts must be transferred to the limit file together with the following personal data:

1. surname, first name, birth name;
2. date of birth;
3. place of birth;
4. address;
5. the amount of the cross-provider deposit limit set by the User;
6. the date the limit was set;
7. amount and date of deposits made; and
8. total amount of deposits made.

The activity file aims to prevent parallel gambling with multiple online gambling providers. As soon as you want to start a gambling activity, we are obliged to set your status in the activity file to “active”. If you have already been set to “active” by another gambling provider at this time, this will be reported back and it will not be possible to start playing so long as the other provider continues to set you to “active”. If you have not yet been set to active, this will also be reported back and you can start playing. The following information must be submitted to the activity file:

1. family name, first name, birth name;
2. date of birth;
3. place of birth;
4. address; and
5. information as to whether the User is active.

The information that you are an active player is removed 5 minutes after the activity file is notified that you are no longer active. This can happen either at your instigation or if more than 30 minutes have elapsed since your last input on the gaming platform of the respective gambling provider.

People located in certain jurisdictions (the “Prohibited Jurisdictions”) must not make deposits into their Accounts, play Real Money Games, and/or otherwise access or use the Services. The Prohibited Jurisdictions are: (a) any location which is subject to any trade or economic sanctions, embargos or similar laws or regulations from time to time, such as Cuba, Iran, North Korea, Syria and the Luhansk, Donetsk and Crimea Regions of the Ukraine; and (b) the USA. These restrictions apply equally to residents of Prohibited Jurisdictions as to residents of other jurisdictions when located in a Prohibited Jurisdiction. If you are a resident of another jurisdiction and you move or travel to a Prohibited Jurisdiction, you may request a withdrawal of any positive Account balance. We will process that request unless we have a right to delay the withdrawal, void any related transactions, or recover or not pay out any balance, winnings, funds, rewards or other credits under the General Terms. It is a Prohibited Event if we discover or have reason to believe that you are accessing or attempting to access the Services from a Prohibited Jurisdiction.

You must not attempt to circumvent the restrictions set out in Section 11.1 or any other geographical requirements related to holding or using an Account. To do so would be a serious breach of the General Terms and therefore a Prohibited Event. An attempt at circumvention includes manipulating the information used by us to identify your location (such as by using a VPN) and/or providing us with false or misleading information about your location or place of residence.

Part B Section 4 and Section 5 explain the Deposit Requirements and general rules about deposits and balances. All funds deposited to your Account should be used for betting and wagering. Where appropriate, we will ask you to comply with Verification Requests to check you meet this requirement. We do not accept deposits using anonymous payment methods or payment methods registered under the name of companies or other business entities and/or legal entities.

All funds deposited to your Account will be managed by REEL, either for its own account or (in respect of Play Money Games) on behalf of Stars Mobile, in trust, free of charge (so long as your Account is not set to “inactive”) and interest-free. However, this is entirely unrelated to the question of who your contractual partner is. Even if you receive payments from REEL or make payments to REEL, Stars Mobile will still remain your contractual partner if this is the case under Part A Section 2.2. Accordingly, any claims arising from the contractual relationship shall also only exist and be asserted against the contractual partner which is to be determined in accordance with Part A Section 2.2.

You may request a withdrawal from your Account at any time. Part B Section 9 explains how withdrawals and returns are processed and when they may be delayed.

In addition, you have the option of setting a winnings amount above which winnings are automatically paid out.

If your Account has a positive balance and you have not logged in or out of it and/or have not made any transactions on it for a period of 13 months or longer, your Account will be set to “inactive” and an administration fee of EUR 5 per month will be charged until you run out of funds in your Account or you reactivate it.

We will contact you by email at least 30 days before your Account becomes inactive to let you know it is about to become inactive and that the administrative fee will be charged. We will also inform you about the consequences of an inactive Account and the respective fees, and that you may request a withdrawal of your funds or reactivate your Account in order to avoid the fees. If we do not receive a response from you or you do not reactivate your Account by logging in or requesting a withdrawal of the Account balance within the notice period, then we will start to deduct the administration fee after the notice period has ended.

We will contact you by email at least 30 days before your balance reaches EUR 0. Once your balance reaches EUR 0 we will close your Account.

If, following the inactivity of your Account, you provide sufficient evidence that you were unable to use your Account for health reasons or for other comprehensible reasons, we may refund the fees charged to you.

Part B Section 14 explains what the Prohibited Events are, and Part B Section 17 explains when we will restrict, suspend or close your Account for Prohibited Events.

If you engaged in a Prohibited Event or if we have reason to believe that you engaged in a Prohibited Event, then:

17.2.1 we will: (a) void any transactions (including, if applicable, bets and purchases of Virtual Items); and/or (b) withhold all or part of any balance on any Account used by you and any winnings, funds, rewards or other credits awarded to you, to the extent the relevant transactions/balance/winnings/funds/rewards/credits are attributable to such Prohibited Event, in order to secure the compensation for all losses we or other players suffered as a result of your engagement in such Prohibited Event; 

17.2.2 you must repay all or part of any such balance, winnings, funds, rewards or other credits that you have withdrawn or used, and any chargebacks, in each case to the extent attributable to such Prohibited Event in order for us to secure compensation for all losses we or other players suffered as a result of your engagement in such Prohibited Event; and 

17.2.3 we will use any such withheld or repaid balance, winnings, funds, rewards or other credits to compensate the losses we or other players suffered as a result of your engagement in such Prohibited Event.

If we have taken any of the actions referred to in Section 17.1 because we had reason to believe that you engaged in a Prohibited Event, but that belief later turns out to be without merit, we will promptly rectify any actions taken or pay the withheld balance to you.

You may at any time ask us to close your Account. To do so, please contact us.

We may close your Account at any time for good cause if we cannot be expected to continue the contractual relationship considering our reasonable interests. Good cause can be assumed specifically if you violate obligations under these General Terms, any laws, third party rights, or privacy policies, and we cannot be expected to continue the contractual relationship taking into account all circumstances of the individual case. Closing an Account for good cause is only possible within a reasonable time after we have become aware of the violation. If good cause is assumed because of a breach of a contractual obligation, we may close your Account after an unsuccessful warning. We do not, however, need to issue a warning if you conclusively refuse to fulfil your contractual obligations or if special circumstances justify an immediate closing of your Account.

Section 18.2 does not affect our right to ordinarily close your Account after giving you reasonable notice.

Section 18.2 also does not affect our rights under the General Terms to close your Account for other reasons (such as a change in law or regulation, or if you are involved in a Prohibited Event – see Part B Section 17 and Part B Section 18).

Except under Part B Section 21.1 and save in respect of any winnings lawfully due to you, our maximum liability to you under the General Terms in relation to any one incident or series of related incidents is limited to: (a) where such liability relates to a specific stake, bet or wager, the value of such stake, bet or wager paid by you; (b) where such liability relates to the misapplication by us of funds in your Account, the amount that has been lost or misplaced by us; or (c) in any other case EUR 2,000.

Except under Part B Section 21.1 we will not be responsible to you under the General Terms, nor do we owe you a duty of care, for our compliance or non-compliance with any regulatory obligations that we may be under from time to time including those relating to safer gambling or social responsibility.

Should you claim or attempt to claim all or part of your gambling losses by challenging our right to offer the Services in the European Union on the basis of the licenses we hold, we shall consider your action as immoral and in bad faith.

Should you claim or attempt to claim all or part of your gambling losses by challenging our right to offer the Services in the European Union on the basis of the licenses we hold, we reserve the right to restrict your Account. In this case, you will no longer be able to play Real Money Games or to make any further payments to your Account. However, the possibility to use the other parts of the Services (e.g. to play Play Money Games) or to withdraw any positive balance in your Account remains unaffected. This does not affect our right to ordinarily close your Account after giving you reasonable notice.

Sections 19.3 and 19.4 are without prejudice to our right to seek to recover from you any losses or damages we may suffer as a result of such claim or attempt to claim by you.

If you need to contact us, either with a general query or to make a complaint, please contact support. You can also search questions and contact us via the Help Center. Our customer support representatives will ensure your query or complaint is answered or referred to the appropriate specialist team. Further information about the risks of and prevention of gambling addiction as well as information about counselling services are available to you on our Responsible Gaming page.

If you feel your complaint has not been satisfactorily handled or resolved by us, then you may, any time after you have received our final decision, refer the matter for alternative dispute resolution through the EU’s Online Dispute Resolution Platform. For more information about this service please visit their website and follow the guidance provided to log your complaint. As part of this process you will be asked to provide our email address, which can be found by clicking here.

The General Terms and the legal relationship between you and us are governed by the laws of Malta and the courts of Malta will have exclusive jurisdiction in relation to any claim, dispute or difference concerning the General Terms and any matter arising under them. You waive any right that you may have to object to an action being brought in those courts, or to claim that the action has been brought in an inconvenient forum, or that those courts do not have jurisdiction.

Despite what we say in Section 21.1 above, nothing in the General Terms affects either: (a) any rights granted to you as a consumer under mandatory provisions of any law applicable to you; or (b) our right to take proceedings against you in any court of competent jurisdiction, nor will the taking of proceedings in any one or more jurisdictions preclude the taking of proceedings in any other jurisdictions, whether concurrently or not, to the extent permitted by the law of such other jurisdiction.

Except for our responsibility under Part B Section 21.1, the Services are provided on an “as is” and “as available” basis. We do not guarantee which Games or other Services will be available via the Website at any time, or that the Services or Software will be free from Errors, Malfunctions or Interruptions. Part B Section 10 explains our rights if any Error, Malfunction or Interruption happens to the Services or Software while you are using them.

We may suspend, modify, or remove in whole or part and/or add to the Services in our discretion. Where possible this will be on prior notice to you, however some amendments to the Services may need to be made with immediate effect and without notice (for example if any urgent maintenance is required).

You need to create an Account to use certain Services. You can do this by clicking ‘Join’ and following the on-screen instructions. You will need to choose a Username and secret password.

There is no payment required for downloading or accessing the Services or Software or creating an Account. The costs of playing the Games are set out on the Website and in the Gaming Platform.

We are under no obligation to open any Account. We may refuse to open an Account for any reason (including failure to meet any Account Requirements).

You must maintain the confidentiality and security of your Login Credentials, and not disclose your Login Credentials to anyone. You are solely responsible for all use of the Services under your Login Credentials, whether or not authorised by you (unless such use is directly caused by our failure to exercise reasonable care and skill). If young people are sharing or have access to your devices, you should install parental control software. We recommend that you use a strong password and you change it on a regular basis. You must tell us about any unauthorised use of your Login Credentials or Account as soon as you suspect or become aware of it.

Users are only allowed one, unique Username across all Services. Your Username and any avatar, image or other name you choose to use in connection with the Services must not include any Unauthorised Content. You grant us, for the benefit of Flutter Group, a worldwide, irrevocable, transferable, royalty free, sublicensable license to use those items for any purpose connected with the Services.

You are only allowed to register one Account on the Website, and you must only use the Services with such single Account. Each additional Account will be classified as a “Duplicate Account”.

If we discover that you hold one or more Duplicate Accounts, then (unless you have opened them deliberately or fraudulently) we will close each Duplicate Account, leaving you with only a single Account. Acting reasonably, we will determine which is the Account to leave open, and which are the Duplicate Accounts to close.

Subject to the General Terms, you may hold an Account and deposit or withdraw funds to and from it in the currencies and payment methods available on the Website from time to time.

The “Deposit Requirements” are that you must:

4.2.1 make deposits to your Account using a payment card, account or wallet that is held in your own personal name;

4.2.2 if requested, prove that the name on the payment card, account or wallet used to make deposits corresponds to the name used for your Account;

4.2.3 be the rightful owner of the money which you deposit in your Account;

4.2.4 not deposit any money into your Account which originates from criminal or other unlawful or illegal activities, or use such money to make transactions via the Services; and

4.2.5 without limiting any of the above, not use a stolen, cloned or otherwise unauthorised payment method as a source of funds in connection with your Account or any transactions made via the Services.

A minimum and/or a maximum may apply to the amount that you can deposit into your Account in a single transaction using certain payment methods. If applicable, the amounts will be stated on the Website and/or in the Gaming Platform.

Your deposit will be available in your Account as soon as your bank or other payment method authorises the amount you choose to deposit. We give no guarantees about the amount of time needed to complete processing, because it is an Event Beyond Our Control.

Account balances are kept in segregated accounts and are not used by us for operational expenses. This ensures that your funds are always available for you to withdraw in accordance with our banking and security policies and procedures, our license requirements, best practice, and the General Terms.

We are not a bank or financial institution. Monies deposited with us will not accrue interest and we do not offer any credit.

You may only place bets up to the value of the cleared funds in your Account.  

We only accept bets made online via the Website and on the Gaming Platform. Bets are not accepted in any other way, including by email, post or phone, and will not be valid if received in such a way.

It is your responsibility to ensure that the details of your bet are correct. Once a bet has been confirmed by us, you cannot cancel or change it without our consent. If you’ve placed a bet and wish to cancel or change it, please contact us before the relevant event upon which the bet is placed has started and we will consider your request, although any decision will be at our reasonable discretion.

No bet is placed unless you receive an on-screen message confirming that it has been received.

If any Real Money Games are available for you to play in a currency which is different to the currency of your Account, then to play them you can add a second currency to your Account. Alternatively, you can simply attempt to join a Game in the currency you would like to add, and we will automatically add the currency and make the conversion for you. With automatic conversion selected, any time that a currency conversion is required it will be performed automatically, and you won’t be notified. A minimum conversion amount will apply, as set out on the Website and/or in the Gaming Platform.

All currency conversions made via the Website and Gaming Platform will take place at the current prevailing rate that we offer for the transaction type in question (this will be notified to you on the Website or Gaming Platform when you make a conversion). Where currency conversion is available, the rate of exchange we offer is the mid-market exchange rate offered by XE plus a small margin (though we may, in our discretion, waive the margin for some types of transactions). The conversion rates will be updated on a regular basis, and it is possible that different rates may be offered depending on the type of transaction and movement in currency value. We may, in our discretion, revoke or withdraw support for any particular currency without notice.

When currency is converted, any cancelled or rejected withdrawals from your Account will be returned to you in the currency and amount you originally requested, not the converted amount (for example, if your Account is in EUR and you tried to withdraw EUR 100 converted to USD, EUR 100 will be returned to your Account). Any cancelled or rejected deposits to your Account will debited from your Account in the converted amount (for example, if your Account is in EUR and you made a deposit in USD, the EUR value will be debited from your Account), and if you don’t have enough funds in your Account to cover the debited amount you will need to top up your Account.

You should be aware of fluctuations in the exchange rate and the impact this could have on your available funds. Where currency conversion is available for your Account, it is your responsibility to check the applicable rates before proceeding with transactions involving currency conversion. We are not responsible for gains or losses incurred by making currency conversions through the Services.

We are not a currency exchange. Where available, currency conversion via your Account is only to facilitate genuine gameplay. You must not use your Account or any other part of the Services to engage in currency trading, speculation or arbitrage (to do so would be a serious breach of the General Terms and therefore a Prohibited Event).

We will take action to help maintain the integrity of any available currency conversion facilities. This could include:

7.6.1 declining or reversing any currency conversion transactions made via your Account;

7.6.2 limiting the number of currencies held in your Account and/or the amount of money that you may convert between currencies;

7.6.3 if permitted by the relevant license, requiring any converted funds in your Account to be used for playing Real Money Games before being withdrawn, transferred (where transfers are available) or used for any other purpose; and/or

7.6.4 retroactively applying any margin which was waived as part of a currency conversion transaction.

Subject to the General Terms (including any right to void any transactions and recover or not pay out any balance, winnings, funds, rewards or other credits under the General Terms), we will credit your Account with your winnings as soon as practicable.

You are solely responsible for reporting your winnings and losses if required by any law, regulation or relevant authority (including any tax authority) applicable to you, and for paying any taxes that may be payable on any funds or prizes awarded to you through your use of the Services. We do not provide advice about tax regulatory or legal matters. If you need any such advice, you should contact appropriate advisors and/or authorities independently.

If any sales or value-added tax applies to any payments made by you in connection with your use of the Services, such payments shall be treated as inclusive of all such tax.

To request a withdrawal, log into your Account and follow the on-screen instructions. The withdrawal methods offered to you vary depending on your country of residence and will be notified to you on the Website and/or in the Gaming Platform. If you need to withdraw an amount which is less than any applicable minimum for a particular payment method, you can either use a different payment method or you can contact us.

Each withdrawal request, and any return to you of funds, will be processed so long as:

9.2.1 all payments made into your Account have been confirmed as cleared and are not the subject of any chargeback, reversal or other cancellation claim; and

9.2.2 there is no ongoing (or, where applicable, completed) investigation into:

a) any Error, Malfunction or Interruption related to your use of the Services; or

b) your involvement in any Prohibited Event.

If there is an ongoing investigation into any Error, Malfunction or Interruption or suspected Prohibited Event related to your use of the Services, the withdrawal will not go through unless and until the investigation has been resolved to our reasonable satisfaction. Part B Section 10 explains when we will void transactions and recover or not pay out winnings, funds, rewards or other credits resulting from any Error, Malfunction or Interruption related to your use of the Services. Part B Section 17 explains when we will restrict, suspend or close your Account or void transactions and recover or not pay out winnings, funds, rewards or other credits attributable to any Prohibited Event. You should read these sections carefully and ensure you understand what they mean for you.

You acknowledge that any delay in providing information we ask for in connection with any investigation may result in a delay to the processing time for the withdrawal or return.

When you withdraw or we return any funds to you, they will be credited to the same payment method that you used to make the deposits. If that payment method is no longer available, then we will credit them to a different payment method agreed by us in accordance with the General Terms. For each payment method, withdrawals are applied back to your oldest deposit first and your most recent deposit last. When applying withdrawals back to previous deposits, they are converted to the currency your previous deposits were processed in (where applicable). Withdrawals that exceed the total amount you’ve deposited are converted to the currency your last deposit with the given payment method was processed in (where applicable).

Withdrawal and return processing times vary according to the type of payment method used. We will make reasonable efforts to ensure that transfers in and out of your Account are processed in a timely manner, but we can’t guarantee the amount of time needed to complete processing (or that any estimates will be processed exactly as described), because it is an Event Beyond Our Control.

Errors, Malfunctions or Interruptions in the Services or Software may or may not be apparent to us or to you at the time, and they may only come to light as and when settlement instructions, Game outcomes, winnings or withdrawal requests are investigated and analysed by us retrospectively. You must not abuse or take advantage of any Error, Malfunction or Interruption which is or becomes apparent to you (for example by exploiting it to obtain winnings). If any Error, Malfunction or Interruption is or becomes apparent to you, or you suspect that it may be occurring to any part of the Services you are using, you must stop using that part of the Services immediately and tell us about it.

You must provide any information we reasonably require in connection with any investigation into any Error, Malfunction, or Interruption.

If, as a result of an Error, Malfunction or Interruption in the Services, your Account is credited with winnings, funds, rewards and/or other credits that you would not have received were it not for that Error, Malfunction or Interruption (“Erroneous Credits”), we will void the relevant transaction and withhold or recover the Erroneous Credits. This applies even if the relevant part of the Services could have produced the same or similar amount of winnings/funds/rewards/credits absent the Error, Malfunction or Interruption and applies whether or not the Error, Malfunction or Interruption was apparent to you or to us at the time. If you have withdrawn any Erroneous Credits, you must pay them back to us as and when we ask you to.

If, due to an Interruption, you are disconnected from a multiplayer poker Game, then you will be treated as sitting out and default actions will be taken on your behalf (for example check, fold, or the automatic posting of blinds) until you are able to re-join the relevant Game.

Some Play Money Games include virtual items such as virtual chips (“Virtual Items”). Depending on which (if any) such Game(s) is/are available on the Website, you may be able to “earn” Virtual Items through gameplay and/or “buy” them with real money. These “real world” terms are used figuratively, which means you have no right in or title to any Virtual Items, whether “earned” in a Game or “bought”. Any virtual currency or similar virtual balance shown in your Account (for example in any Play Money Games where the amount of your balance is shown in dollars) does not constitute a real-world balance or reflect any stored value, but instead represents the extent of your license to use the relevant Virtual Items in-Game. If any Game on the Website allows you to “buy” Virtual Items for real money and we send an email confirming how many Virtual Items you have “bought”, you should check it is correct and keep a copy for your records.

Where it is possible to “buy” Virtual items, we may change the pricing for any such Virtual Items at any time. Prices will be stated on the Website, Gaming Platform and/or in the relevant Game.

Virtual Items (where available) are for in-Game use only. You must not sublicense, trade, sell, or transfer Virtual Items for value of any kind outside of the relevant Game, or attempt to do any of these things (to do so would be a serious breach of the General Terms and therefore a Prohibited Event).

Virtual Items (where available) will not be usable if either: (a) the Game in question is withdrawn for any reason; or (b) the Virtual Item in question is withdrawn for any reason. We will try to give you reasonable prior notice of any withdrawal of a Game/Virtual Item. If we do not give you such prior notice for whatever reason, you will be entitled to contact us for a refund of any unused Virtual Items that you have “purchased” with real money (but not where “earned” through gameplay) and which are affected by the withdrawal of the Game/Virtual Item. However, if we give you reasonable prior notice of a withdrawal of a Game or Virtual Item, you will not be entitled to a refund of any affected Virtual Items and we will have no further responsibility to you.

You must not:

12.1.1 engage in any behaviour when using the Services which: (a) is abusive, offensive, malicious, threatening, harassing, insulting, intimidatory, defamatory, racist, discriminatory (including when playing Games or waiting for other Users to make a move in a Game, and in your general interactions with our staff or other Users); (b) is intentionally disruptive (for example by sending multiple and frequent messages to drown out legitimate chat (“flooding”) or repeatedly asking other Users for chips); or (c) could otherwise cause distress, harm or inconvenience to any other person;

12.1.2 use the Services or Software in any way which is fraudulent, dishonest, unlawful, illegal or criminal, or may lead to the encouragement, procurement or carrying out of any fraudulent, dishonest, unlawful, illegal or criminal activity;

12.1.3 use any Prohibited Tools and Services;

12.1.4 take part in any Prohibited Player Assistance Practices or Unethical Play;

12.1.5 directly or indirectly use more than one account (whether an Account or any other Flutter Group account) in the same player or prize pool at the same time (e.g. if you play on or have more than one account open at the same poker table or in the same poker tournament, you buy-in to any Game using more than one account, or you enter into any prize pool with more than one account), whether any play activity actually occurs on any such account or not (this does not affect anything we say elsewhere in the General Terms about Duplicate Accounts);

12.1.6 after elimination from any tournament or prize pool, directly or indirectly re-join the tournament or prize pool using a different Account or any other Flutter Group account;

12.1.7 post or share any Unauthorised Content in via any chat facilities or any other part of the Services, or in any correspondence to us;

12.1.8 attempt to bypass any filters we apply to chat facilities on the Services (for example where we asterisk out profanities and other unacceptable words);

12.1.9 make any public statement about any part of the Services or any company in Flutter Group which is untrue or malicious or do anything which could damage the image or reputation of any part of the Services or any company in Flutter Group;

12.1.10 use any part of the Services (or any information gained through it) or any Software for commercial or business purposes; or

12.1.11 attempt to do any of the things listed in Sections 12.1.1 to 12.1.10 above.

Each of these actions is “Unacceptable Conduct”.

You acknowledge and accept that: (a) communications you send via the Services are not private or confidential and may be viewed and used by others accessing the Services; and (b) we will moderate chat facilities.

We will review chat content, keep a record of all statements made on the chat facility, and take action retrospectively if necessary. Please let us know if you have been a victim of chat abuse. We will keep your complaint anonymous and deal with every case seriously.

We are proud of the products we have created and which we make available to you, and it’s important to us (and our licensors) to protect them. Flutter Group and its licensors are the owners of all rights, title and interest, including all copyright, trade secrets, trademarks and other intellectual property rights, in and to the Services and Software. All such rights are reserved.

Subject to the General Terms we grant you a royalty-free, limited, non-exclusive, non-transferable, non-sublicensable, revocable right to install and use the Gaming Platform on your device and to play Games. This license is granted for your private personal use only. You must only use the Services in accordance with their intended functionality and these General Terms.

You must not, except to the extent permitted by applicable laws:

13.3.1 copy, distribute, publish, interfere with, reverse engineer, decompile, disassemble, modify, or translate the Software or Services in any way;

13.3.2 access the source code of the Software or Services, whether to create derivative works or otherwise;

13.3.3 extract any Software from the Services;

13.3.4 sell, assign, sublicense, transfer, distribute or lease any Software or any part of the Services;

13.3.5 make any Software or any part of the Services available to any third party through a computer network or otherwise;

13.3.6 export any Software or any part of the Services to any country (whether by physical or electronic means);

13.3.7 attempt to gain unauthorised access to the Website or Gaming Platform, the servers on which the Website/Gaming Platform are stored, or any server computer or database connected to the Website or Gaming Platform;

13.3.8 use our trademarks, content or other intellectual property without our permission; or

13.3.9 attempt to do any of the things listed in Sections 13.3.1 to 13.3.8 above.

Each of these actions is an “Unauthorised Use”.

The following are “Prohibited Events”: 

14.1.1 if at any time you provide incorrect or misleading registration details for your Account;

14.1.2 if at any time you do not meet or fail to comply with any of the Account Requirements;

14.1.3 if at any time you fail to comply with any Verification Request and/or any other check or request for information reasonably required to meet our legal, regulatory or internal requirements;

14.1.4 if you deliberately or fraudulently open one or more Duplicate Accounts;

14.1.5 if we discover or have reason to believe that the security of your Account has been breached (unless caused directly by our failure to exercise reasonable care and skill), for example because you have failed to maintain the confidentiality and security of your Login Credentials;

14.1.6 if we discover or have reason to believe you have breached the security of someone else’s Account (for example you have used someone else’s Account without their permission);

14.1.7 if at any time you do not meet or fail to comply with any of the Deposit Requirements;

14.1.8 if we receive a fraudulent chargeback and/or return notification via a payment method used on your Account;

14.1.9 if we discover or have reason to believe that you have engaged in any Unacceptable Conduct;

14.1.10 if we discover or have reason to believe that you have engaged in any Unauthorised Use;

14.1.11 if we discover or have reason to believe you have abused or taken advantage of any Error, Malfunction or Interruption;

14.1.12 if you breach the General Terms or any Rules in some other serious way (we give some examples of serious breaches throughout the General Terms – see Part B Section 7.5, Part B Section 11.3, Part B Section 15.1 and Part A Section 11 – but these are not the only ways serious breaches could occur), or you repeatedly breach the General Terms or any Rules in such a way as to reasonably justify the opinion that your conduct is inconsistent with you having the intention or ability to give effect to the General Terms or such Rules.

You must tell us straight away if you suspect or become aware that any Prohibited Event has been or is being committed by any User, and reasonably assist us with any investigation into it (including by providing any information we reasonably request).

We may (in addition to our other rights) take steps to detect and prevent the use of Prohibited Tools and Services and Prohibited Player Assistance Practices. You must not attempt to bypass, interfere with, or block such steps in any way, whether by using software designed for the purpose or otherwise (to do so would be a serious breach of the General Terms and therefore a Prohibited Event).

We do not endorse or provide any guarantees about any Permitted Tools and Services, as they are not within our control. Your use of them is entirely at your own choice, risk and cost.

We will restrict or suspend your Account, your ability to play Games, and/or any other aspect of your access to or use of the Services, where we have reason to believe that you have been involved, or are likely to be involved, in a Prohibited Event.

A “restriction” is where a limitation is placed on your access to or use of a particular product, feature or part of the Services or your Account. An example of a restriction is that if you take part in Unethical Play, we will restrict seating and/or prohibit Users from playing at a particular poker table or in a particular tournament (this may include restricting two or more Users from playing together at the same table or in the same tournament and does not affect any other actions we are allowed to take under the General Terms).

A “suspension” is where you are temporarily prevented from accessing your Account or the Services as a whole.

Your use of the Services/Account will remain restricted/suspended while the matter is investigated and/or until our checks have been completed. If the investigation results in our decision (acting reasonably) that the issue has been resolved to our satisfaction, we will lift the restrictions/suspension (either in full or in part). However, if the investigation results in our decision (acting reasonably) that you have been involved in any Prohibited Event, then we will permanently restrict or close your use of the Services/Account.

If we restrict, suspend or close your use of the Services/Account under this Section 17 then: 

17.3.1 we may notify other companies in Flutter Group and any account(s) you hold with them may also be restricted, suspended or closed;

17.3.2 you may be temporarily or permanently excluded from access to services/products offered by other companies in Flutter Group (including live events where applicable); and

17.3.3 we will if appropriate report you to the relevant authorities or other third parties, and/or take legal action against you.

Your funds cannot be accessed or withdrawn during periods of suspension, and any balance will remain in your Account. 

If you have engaged in any illegal activity, we are under no obligation to permit you to withdraw or return to you any funds in your Account.

You acknowledge and accept that gambling involves an inherent risk of losing money, and we have no responsibility for any such loss.

Except under Part B Section 21.1, we will not be responsible for any failure or Interruption in or to any part of the Services or the performance of our obligations under the General Terms, or for any other liability or loss, resulting from any Event Beyond Our Control. For example, we are not responsible if your connection or equipment is slower than other Users’, and it affects your performance in time critical products.

We may suspend or cancel all or any part of the Services if, despite making reasonable efforts to do so, we are not able to provide the Services or any part of them due to any Event Beyond Our Control.

Nothing in the General Terms excludes or limits our responsibility for:

21.1.1 our fraud or fraudulent misrepresentation;

21.1.2 death or personal injury resulting from our negligence or the negligence of our employees or agents; or

21.1.3 any other liability which may not be excluded or limited by applicable law (such as liability under mandatory provisions of applicable consumer law).

Except under Section 21.1, we will not be responsible under the General Terms for any loss:

21.2.1 that could not have been reasonably expected by you and us at the time you register your Account or enter into a transaction on the Services. In all circumstances this includes any loss of income, business, savings or profits;

21.2.2 that you could have avoided by taking reasonable action;

21.2.3 arising from your provision to us of any invalid, incomplete or incorrect financial or personal data;

21.2.4 arising from any Prohibited Event;

21.2.5 arising from your use of any Permitted Tools and Services;

21.2.6 arising from any Error, Malfunction or Interruption; or

21.2.7 arising from our restriction, closure or suspension of your Account, or our taking of any other action, in accordance with the General Terms.

You must compensate us for any costs, charges or losses sustained or incurred by us arising from your participation in a Prohibited Event.

If there is a cap on our total liability to you, or your liability to us, it will be set out in Part A. Any such cap(s) on liability will not affect our responsibility under Section 21.1.

The General Terms are personal to you. You may not transfer your rights or obligations under the General Terms to anyone else.

We may transfer any or all of our rights and/or obligations under the General Terms to another company in Flutter Group or any other legal entity (for example if we restructure or there is a sale of our business). We will ensure that the transfer will not negatively affect your rights under the General Terms.

If you breach the General Terms and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the General Terms (including if the same breach happens again).

If there is any inconsistency between the provisions of the various parts of the General Terms, the order of precedence (1 taking highest precedence) is: 1) Part A; 2) Part B; 3) Part C; 4) the summary; 5) the introduction.

The following capitalised words and phrases have the following meanings in the General Terms:

Account: A User account on the Gaming Platform and/or Website (on the Website and in the Gaming Platform also referred to as “Stars Account”).

Account Requirements: The eligibility criteria for creating and using an Account, as set out in Part A Section 6.

Deposit Requirements: The deposit requirements listed in Part B Section 4.2.

Duplicate Account: This is defined in Part B Section 3.1.

Erroneous Credits: These are defined in Part B Section 10.4.

Error: Any omission, incompleteness, mistake or error in or relating to the Services, whether human, technical, administrative, operational, systematic, a combination of any or all of these, or otherwise. For example, the mistaken offer of incorrect prices or terms for participation in a Game.

Event Beyond Our Control: Any event beyond our reasonable control such as: (a) war, terrorist activity, riots, malicious damage, fire, flood, storm, nuclear accident, disease, epidemic or pandemic (such as Covid-19); (b) the actions of any government or authority (including the introduction of any new law, any governmental, authority or court order, rule, regulation or direction, and the refusal or revocation of any license or consent); (c) any defect, outage, slowness, capacity constraint or other deficiency affecting any telecommunications network, internet access service or device used by you to access or use the Services; (d) any delay, failure or suspension affecting any banking network or other payment processing system used in connection with the Services (including any processing delay, reprocessing or reversal of a transaction, or the seizure or freezing of funds by any third party involved in the processing of funds); and (e) any charge or fee applied by your card issuer, bank, wallet provider, or financial institution in connection with your use of the Services.

Flutter Group: The group of companies that are controlled, directly or indirectly, by Flutter Entertainment Plc (including us).

Games: The Real Money Games and Play Money Games (and ‘Game’ means any one of them).

Gaming Platform: The gaming platform(s) made available to you in connection with the Website.

Interruption: Any break in the continuity or uniformity of or interruption or delay in or to any part of the Services, for example if a Game freezes while you are playing it or you lose internet connectivity.

Login Credentials: Your Username, password, and any other security credentials used to access your Account (such as multi-factor authentication, RSA token data and any PIN, depending on what is available for the Website).

Malfunction: When any technology, software, automated process or set of instructions, data or programs used to execute specific tasks fails to operate as designed or intended. For example, if a virus affects the Services, or when computer hardware or software deviates from its intended performance specifications or parameters or where two pieces of software fail to interface or communicate with each other in the manner designed or intended, in either case producing a result which is not the result that was designed or intended.

Permitted Tools and Services: Any online or offline tool or service used to help improve your performance in a Game, which is not made available by us but is expressly permitted by us for use in connection with the Services, as stated on the Website and/or in the Gaming Platform.

Play Money Games: Any “play money” or play for free games available via the Website or Gaming Platform.

PokerStars/we/us/our: The relevant Flutter Group contracting party, as identified in Part A Section 2.2.

Prohibited Events: Certain events and practices that are not allowed in relation to the Services or Software, as defined in Part B Section 14.1.

Prohibited Player Assistance Practices: In connection with the Services the practices of: (a) datamining hands, results, statistics or feeds (for example observing Games without playing in order to build up a database of hand histories for future reference); (b) using hands, results, statistics or feeds acquired through datamining; or (c) mass sharing hands, results, statistics or feeds for the purpose of analysing opponents.

Prohibited Tools and Services: Any online or offline tool or service (including artificial intelligence, “bots” and other computer programs and software) which is used to execute or assist in the execution of any action relating to the Services and is designed to provide an unfair advantage to Users, including those which: (a) play without human intervention or reduce the requirement of a human to make decisions (for example by helping you decide what action to take in respect of a bet or the exact relative size of any bet or raise, including “auto-folders” and tools that randomise the size of bets); (b) offer real-time advice on what action to take; (c) share hole card data with other Users or services; (d) is targeted towards the manipulation of opponents in Games in which you are unable to choose a specific table to play on; (e) is designed for poker table selection efficiency, for example by filtering or sorting available tournaments, or automating/semi-automating the process of joining available tournaments based on opponent gameplay statistics or notes; (f) is designed for ring game selection efficiency; (g) automate mouse clicking or simulate keyboard input (“auto clickers”); (h) delay a player’s decision by either a specific or randomized amount of time; or (i) during Game play: (i) provide advice beyond a basic level (such as a large collection of tables offering recommendations beyond whether to play certain hands or not in unopened pots); (ii) are designed specifically to ease referral to reference material; or (iii) compute advanced equity calculations, such as range vs range simulators, ICM or Nash Equilibrium-based programs.

Real Money Games: The real money gaming and gambling products available via the Website and Gaming Platform.

Rules: Any additional terms and conditions identified in Part A as forming part of the General Terms.

Services: The Website, Gaming Platform and Games.

Software: All software underlying the Services (whether downloadable or not).

Unacceptable Conduct: This is defined in Part B Section 12.1.

Unauthorised Content: Any content (including photographs, images and text) which: (a) is offensive, racist, discriminatory, blasphemous, pornographic, obscene, vulgar, profane, indecent, abusive, threatening, harassing, insulting, intimidatory, defamatory, expresses or is liable to incite racism, bigotry or hatred, unlawful or illegal; (b) advertises, promotes or otherwise relates to any online or offline ventures, products or services other than the Services; (c) infringes any intellectual property, privacy, image or other rights; and/or (d) you’re not permitted to use.

Unauthorised Use: This is defined in Part B Section 13.3.

Unethical Play: Cheating, collusion, team play, game manipulation, or other unethical play of any kind when using the Services, including: (a) sharing poker hole cards; (b) playing less aggressively against a partner in a poker Game (“soft playing”); (c) playing a Game a certain way for the benefit of another User, for example by intentionally losing a poker hand in order to deliberately transfer chips to another User (“chip-dumping”); (d) intentionally manipulating play in order to end a poker Game quickly or prematurely (for example “flipping”); (e) card counting (except in peer-to-peer poker Games); and/or (f) during Game play, discussing table strategies, chatting about the hand in play, or engaging in any other communication that might give an advantage to other Users.

User: Any end user of any Services (including you).

Username: The unique username used for your Account login/identity.

Verification Requests: Any request for you to prove you are who you claim to be, including any request for you to prove your identity, addresses, age, circumstances, funds and/or other details.

Virtual Items: Certain virtual items within Games, as defined in Part B Section 11.1.

Website: The website(s) listed in Part A Section 5 and any related mobile sites and apps.

You/you: You as the User of the Services.

The terms include, including, for example, such as and in particular or any similar expressions used in the General Terms mean something is illustrative only, and they do not limit the scope of the words preceding them.

Headings used in the General Terms are for convenience only, to help you find your way around the document and understand what the relevant section is mainly about. They do not affect the interpretation of the General Terms.