Frequently Asked Questions

General Questions:

What are your Terms Of Service? I am having troubles downloading, installing or using the software. I would like to play under different names. Can I have more than one account? I lost my password! How can I help keep my Stars Account secure? I am not getting emails delivered to my inbox. Can I change the language the software appears in? How can I make sure I always get emails in my preferred language? Will this affect the language I receive poker hand histories in? Do you offer a software version for Mac?

Poker Game Play

What happens if I am disconnected in the middle of a hand? What happens if the system crashes in the middle of a game? The poker game I wish to join is full. What should I do? What is the minimum buy-in? What is a buy-in obligation? What is a ‘rake’? How much is the rake in poker games? How do I know how much money is in the pot? Can I request more time to make a decision during a cash game hand? Does the poker software allow me to muck the winning poker hand? How do I request a hand history? How many hand histories can I request? How do I request my poker play statistics? What is Stars Rewards? How can I join? What are redemption points? I see a little ‘N’ underneath some players images...what is this? Can I play at the same table as my friend? What is the difference between No Limit, Pot Limit and Fixed Limit poker? What is a ‘CAP game’? What happens if there aren’t enough cards left in the deck in a game of draw poker? Are there any rules I need to know about ‘sitting out’ in cash games? Can I use play money or low stakes to represent other, higher stakes?

Online Poker Chat:

What are your chat rules? What should I do if someone is abusing the chat feature?


How do I make an image for myself? I find the images at the table distracting. How do I turn them off? I don't like my chosen image any more. Can I change it?

Game Integrity:

How can you ensure the integrity of your games? Do you use props or shills? Are your employees allowed to play on your site? I see that many well-known players are representing you in many poker tournament events and play weekend challenge matches against a weekly poker tournament leader. They are obviously associated with you. Why are they allowed to play poker in money games and poker tournaments on your site?

Poker Tournaments:

Where can I view upcoming poker tournaments? How do I register for a poker tournament? Can I play at more than one table at the same time? I played a poker tournament several days ago, and the information is no longer displayed in the lobby. How do I retrieve it? If I am faced with a difficult decision in a poker tournament, may I "request time"? What happens if a tournament needs to be cancelled? I qualified for an event that I can no longer play in... What do I do?

Play Money Poker Games:

Can I start playing poker now? How many play money poker chips do I start with? What if I run out of chips? How do I recognize the play money poker tables?

Buying Play Money poker chips

Can I buy Play Money chips with real money? Can I exchange Play Money chips for real money? Can I trade Play Money chips with other players or sites? Can I get a refund on Play Money chips I purchased but won’t use? What payment methods can I use to purchase Play Money chips? I am having problems purchasing Play Money chips, how do I get help? I am having problems completing a Play Money Chips purchase using: Yandex Money or Qiwi Wallet, why is this? How do these purchases appear on my statement? Where can I see my Play Money purchase history? How do I know if my purchase has been successful? My payment method was debited but my Play Money chips were not credited?

Real Money Poker:

Can I play for real money? Why is my credit card being declined, and what can I do? Will you ever require me to send my credit card details via email? Can I transfer money to another user, or receive a transfer? Is my Stars Account balance used for your operational expenses or is it kept in a separate account?

Why I should play on your site:

Most importantly, why should I play online poker with you?

Star Codes:

What is a Star Code? How and where do I get a Star Code? I have a Star Code, how do I use it? I have entered my Star Code, how do I know it worked? I have more than one Star Code, can I use them all? I entered the code and did not receive the pop up message. What do I need to do now? Is there anywhere else I can check that a bonus or tournament ticket has been applied to my account? I received my Star Code. How long is it valid?


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