Responsible Gaming Policy

Our Commitment to Safe and Responsible Play

At Star City, we believe that gambling is a form of entertainment and should be enjoyed as such. It is not, and should never be treated as, a reliable source of income, a method for recovering financial losses, or a solution to personal or financial difficulties. While the majority of our players engage with our platform recreationally and without any adverse effects, we recognise that for some individuals, gambling can become problematic.

Star City Casino is committed to providing a safe gaming environment where player wellbeing is placed at the forefront of every decision we make. This policy has been designed to give players in Australia clear, accessible, and honest information about the tools and resources available to help them manage their gambling activity responsibly. We take our obligations seriously under Australian consumer protection and gambling regulations, and we actively work to reduce the risk of harm for all users of our platform.

This document outlines the responsible gaming measures available at Star City Casino Australia, including personal limit-setting tools, self-exclusion procedures, protections for minors, and access to independent support organisations. We encourage all players to read this policy carefully and to make use of the tools available to them.

Understanding the Risks of Gambling

Gambling involves real money and carries inherent financial risk. The outcome of any game on the Star City platform is determined by chance, and no strategy, system, or pattern of play can guarantee a win. It is important that all players approach gambling with a clear understanding of this fact.

Problem gambling can affect anyone, regardless of age, background, or financial situation. Warning signs may include spending more time or money on gambling than originally intended, chasing losses, gambling to escape stress or emotional difficulties, neglecting personal or professional responsibilities, or borrowing money to fund gambling activity. If you recognise any of these signs in your own behaviour, we strongly encourage you to use the tools provided in this policy or to seek professional help.

At Star City, we are here to support you. If you are ever in doubt about your gambling habits, please do not hesitate to reach out to us at [email protected].

Personal Limits Feature

One of the most effective ways to maintain control over your gambling activity is through the use of personal limits. Star City Casino provides players with a dedicated Personal Limits section within their account settings. This section is designed to give players a straightforward and practical means of managing their gambling behaviour in real time.

Players are encouraged to set limits before they begin gambling and to review them regularly. Setting limits is entirely voluntary, but we strongly recommend that all players make use of this feature as a matter of routine responsible play.

How Limit Amendments Work

The logic behind how limits can be amended has been designed with player protection in mind:

• Decreasing a limit takes effect immediately. If you reduce any of your active limits, the change applies straight away, ensuring that you are protected without delay.
• Increasing a limit is subject to a mandatory cooling-off period before the change takes effect. This delay is intentional. It provides players with time to reconsider whether an increase is truly in their best interest, helping to prevent impulsive decisions that could lead to harm.

This asymmetric approach reflects our firm commitment to prioritising player safety over convenience.

Types of Limits Available

Star City Casino AU offers several categories of limits, each targeting a different dimension of gambling activity. Below is an overview of each limit type:

• Deposit Limit: This limit restricts the total amount of money a player can deposit into their Star City account over a defined period, such as daily, weekly, or monthly. Once the limit is reached, no further deposits can be made until the period resets or the limit is adjusted in accordance with the cooling-off rules described above.

• Loss Limit: A loss limit caps the total amount a player is permitted to lose within a specified timeframe. Once this threshold is reached, the player will be unable to continue wagering until the limit period has elapsed. This tool is particularly useful for players who want to protect themselves from significant financial losses in a single session or over time.

• Wager Limit: This limit controls the total value of bets a player can place within a given period. It differs from a loss limit in that it applies to the total amount staked rather than the net result of play. This can be an effective tool for players who wish to manage the volume of their gambling activity regardless of outcomes.

• Cooling-Off Period: A cooling-off period is a temporary restriction that limits a player’s access to gambling activity on the Star City platform for a set duration. Players can request a cooling-off period of varying lengths. During this time, the account remains active but wagering functionality is suspended. This option is suitable for players who feel they need a short break without committing to a full self-exclusion.

• Self-Exclusion: Self-exclusion is the most comprehensive limit available and is intended for players who feel they need to stop gambling entirely for an extended period. Once a self-exclusion is activated, the player’s account is closed and access to the platform is blocked. Full details of the self-exclusion process are provided in the section below.

Self-Exclusion by Request

For players who believe they need more than a temporary break, Star City offers a formal self-exclusion process. Self-exclusion is a serious and meaningful step, and we are committed to handling all such requests with the utmost care, discretion, and speed.

How to Request Self-Exclusion

To initiate a self-exclusion, players should send a written request to our support team at [email protected]. Your request should include your full name, registered email address, and a clear statement that you wish to self-exclude from Star City Casino. You may also indicate your preferred exclusion period, though we also offer indefinite self-exclusion for those who require it.

Upon receiving your request, our team will process the account block as promptly as possible. We take these requests seriously and will not attempt to dissuade you from proceeding. The safety and wellbeing of our players always takes precedence.

Handling of Remaining Funds

If there are remaining funds in your account at the time of self-exclusion, Star City will arrange for these to be returned to you through your verified withdrawal method. We will contact you at your registered email address to coordinate this process. No further deposits will be accepted once the self-exclusion is in effect.

Players who have self-excluded should be aware that they are responsible for not attempting to re-register or access the platform through another account. Star City Casino will take all reasonable steps to identify and close any duplicate accounts linked to a self-excluded player.

If you wish to request reinstatement following a period of self-exclusion, you may contact us at [email protected]. Reinstatement requests are reviewed carefully and are subject to a mandatory reflection period to ensure that the decision is made with full consideration of your circumstances.

External Help and Support

Star City Casino encourages any player who feels that gambling is negatively impacting their life to seek professional help. There are several reputable, independent organisations available to players in Australia and internationally that provide free and confidential support for problem gambling.

• Gamblers Anonymous Australia (www.gaaustralia.org.au): A fellowship-based support network offering meetings and peer support for individuals affected by problem gambling across Australia.

• Gambling Help Online (www.gamblinghelponline.org.au): An Australian government-supported service offering 24-hour telephone and online counselling for people concerned about their own or someone else’s gambling.

• GamCare (www.gamcare.org.uk): An internationally recognised organisation providing information, advice, and counselling to those affected by problem gambling.

• Gambling Therapy (www.gamblingtherapy.org): A global service offering free practical advice and emotional support to anyone affected by problem gambling, including friends and family members.

We encourage players to reach out to these organisations without hesitation. These services are independent of Star City Casino and provide entirely confidential support at no cost.

Protection of Minors

Star City Casino strictly prohibits anyone under the age of 18 from registering an account or participating in any form of gambling on our platform. This is a firm and non-negotiable requirement in line with Australian law and our own internal standards of responsible operation.

Age Verification

All players are required to complete a Know Your Customer verification process as part of the account registration and withdrawal procedure. This process requires the submission of valid government-issued identification documents, such as a passport or driver’s licence, to confirm the player’s identity and age. Accounts that cannot be verified as belonging to an individual aged 18 or over will be suspended and any funds will be handled in accordance with applicable regulations.

Star City Casino reserves the right to request additional documentation at any time if there is reason to believe that an account may be held by or accessible to a minor.

Parental Filtering Software

For parents and guardians who share devices or household computers with minors, we recommend the use of filtering software to restrict access to gambling websites. The following tools are among those available:

• Net Nanny (www.netnanny.com): A widely used parental control tool that allows parents to block access to specific categories of websites, including online gambling platforms.

• CyberPatrol (www.cyberpatrol.com): A comprehensive content filtering solution that can be configured to prevent minors from accessing gambling-related content.

We strongly encourage all parents and guardians to take proactive steps to ensure that minors in their household are not able to access Star City Casino or any other gambling platform.

Contact Us

If you have any questions or concerns about responsible gaming at Star City, or if you need assistance activating any of the tools described in this policy, please contact our support team at [email protected]. We are committed to responding to all responsible gaming enquiries promptly and with care.

Star City Casino Australia is dedicated to ensuring that every player has the information and tools they need to make informed decisions about their gambling activity. Your wellbeing matters to us, and we are here to help.