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Responsible Gaming

Playing casino games like online slots, poker and betting should be fun and entertaining for the player. However, a certain percentage of players are at risk of developing addictive behaviour while engaging in this leisure activity.

Here at Stargames.com we value the importance of responsible gaming. Therefore, we’ve developed a social concept which encourages social responsibility in gambling. This concept is intended to foster active player protection and prevent minors from accessing the games available on Stargames.com

Our social concept is frequently reviewed by the head of the legal department, as well as the management, and approved by the CEO. In addition, the concept is updated continuously by the head of the legal department based on new information and guidelines with regards to responsible gaming. To ensure this, Stargames.com commissions consultants who specialize in responsible gaming.

Stargames.com has developed a variety of measures which are continuously optimized to ensure that our customers can enjoy our services. The guidelines for responsible gaming are aimed at promoting responsible handling of gaming addiction and, if required, support our customers where prevention, mediation and treatment are concerned.

We would like to ask you to read the guidelines carefully and contact our support team via e-mail (support@stargames.com) or call our hotline if you believe to be at risk of developing a gaming addiction. All members of our support team have extensive knowledge about responsible gaming: They have successfully completed a variety of trainings and workshops about this topic and are therefore very experienced.
 

Self-check

If you have concerns regarding your gaming behavior, we recommend that you complete a self-check. Self-checks are free of charge and completely anonymous. You can evaluate your gaming behavior via the following checks:

https://www.check-dein-spiel.de/cds/pretest.do
http://www.gamcare.org.uk
 

Support on our website

We have adopted a dual approach where responsible gambling on Stargames.com is concerned: We offer monitoring of your gaming behavior, as well as information and support, but also encourage you to play an active role in preventing gaming addiction. We have devised a variety of support tools that you can use to check your gamnling activities.
 

Reality Check - periodic updates regarding your gaming habits

To keep you up to date about your current gaming session, an hourly notification is displayed in the game that you are playing. You will receive an overview about your stakes and winnings, as well as the time that you have spent playing without a break. This function has been implemented to support you in monitoring your gaming behavior; and it cannot be switched off.
 

Limits - set gaming limits

You can set a variety of limits to prevent excessive gaming behavior:

  • monthly deposit limit
  • daily, weekly and monthly deposit limits
  • daily, weekly and monthly loss limits
  • maximum length of a single playing session limit

If you would like to set a limit, please send an e-mail to our support team for responsible gaming (support@stargames.com) and state 'Limit' as subject line. To speed up this process, we kindly ask you to also include the answer to your security question and inform us about your preferred limits. It is also possible to alter the limits at certain time intervals. Please note that a limit reduction comes into effect immediately, while a limit increase or removal will only be implemented after a consideration period of 7 days. During this period you can cancel a request for limit reduction or removal at any time.
 

Block requested by a player - taking a break from gaming

In addition to setting limits, players can also request Stargames.com to block their access to the website. The player can determine the time period of this block; it can also be permanent. A request for blocking is granted immediately. If you have the impression that you have a problem with gambling, we advise to request a blocking of your account for a least a year. The block will only be removed at the end of this time period and once you have contacted our support team for responsible gaming to request renewed access to your account. If you request a block, you can also decide whether you want to withdraw the credit in your account or if it should remain in your account until the block is removed. Please note: If you opt for a permanent block, then the credit is transferred to your bank account immediately. In both cases your identification details have to be verified to successfully carry out withdrawals. You will not receive promotion material during the entire time of your block.

To request a block, please send us an e-mail at support@stargames.com with the subject line "Block requested by player". To speed up this process, we kindly ask you to include the answer to your security question and inform us about the preferred duration of your block. If you want to receive an even swifter reply, you can contact our support team for responsible gaming via the following phone numbers:

  • 00356 277 9 0691 (0.045 Euro/min., support in English)
  • 0180 540 78 20 (0.14 Euro/min. from a German landline)
  • 0820 40 10 40 (0.13 Euro/min. from an Austrian landline)
  • 0848 40 10 40 (0.11 Euro/min. from a Swiss landline)

You can reach our phone support 24 hours a day, 7 days a week. Please have the answer for your security question ready when you give our support team a call.
 

Stargames.com block

Our support team routinely monitors player behavior as part of our guidelines for responsible gaming to identify potential problem behavior. If there are reasons to believe that a player has developed a gaming addiction, our support team will block that player's account. The remaining credit in the account will be paid out to the player and is subject to the payment regulations according to the T&Cs. To ensure that the block is justified, our support team investigates gaming habits, behavior and transactions of the affected player, as well as any communication that has taken place between the player and the support team.
 

Reporting a case of gaming addiction

Please contact us if any of your friends or relatives displays signs of gaming addiction. You can either send us an e-mail (support@stargames.com) or call our hotline (please see the “Contacting our support team” section below for the various hotline numbers). At Stargames.com we are aware of the delicate nature of such a situation and can reassure you, that every case is treated with the utmost integrity and will be thoroughly investigated before further steps are taken.
 

Contacting our support team

Our support team is happy to help and advise you at any time. Simply send an e-mail to support@stargames.com or give us a call (24/7 customer service) via the following numbers:

  • 00356 277 9 0691 (0.045 Euro/min., support in English)
  • 0180 540 78 20 (0.14 Euro/min. from a German landline)
  • 0820 40 10 40 (0.13 Euro/min. from an Austrian landline)
  • 0848 40 10 40 (0.11 Euro/min. from a Swiss landline)

If you are a friend or relative of an affected person you can find more information at http://www.gam-anon.org/ or http://www.gamanon.de/.
 

Be aware of your gaming habits

Stargames.com supports you in gaining insight into your gaming behavior.

You can find an overview of your transactions under ‘My Account’. The account overview shows all deposits, payouts, bets and refunds of your player account. This information will support you in analyzing your gaming behavior and detecting any signs of problematic gaming behavior.

Every slot game on Stargames.com contains a paytable in its help text. You can view the help text anytime by clicking the 'Help' button in the game, which is located in the top right corner next to the "Exit" button. You can view the paytable by clicking on the "Paytable" button at the lower end of the game window.

Please click on the "Paytable" button below the reels to view the paytable of a game. This button is framed red in the screen shots below.



A typical slot game paytable.

 

Online help

We recommend that you visit the following external links if you are interested in further information regarding responsible gaming. Please note that the operators of these websites are not affiliated with Stargames.com. If you are an operator of the websites mentioned below and would like to have your link removed, please contact us and we will take care of your request immediately.

 

Offline help

If you are looking for an institution which offers consultation or therapy, we advise you to contact one of the following clinics. The clinics listed below are completely independent and are in no way affiliated with Stargames.com. If you are an operator of the clinics listed below and would like to have your contact details removed, please contact us. We will take care of your request immediately.

University Hospital Mainz
Clinic and Polyclinic for Psychosomatic Medicine and Psychotherapy
Competence Centre Behavioral Addictions
Untere Zahlbacher Straße 8
55131 Mainz
Tel: 0800 1 529 529
http://www.unimedizin-mainz.de/psychosomatik/forschung/kompetenzzentrum-spielerschutz-und-praevention/hotline-verhaltenssucht.html

University Hospital Charité Berlin
Clinic for Psychiatry and Psychotherapy
AG-Gaming Addiction
Charitéplatz 1
10117 Berlin
Tel: +49 30 450 617 333
http://ag-spielsucht.charite.de

Anton-Proksch-Intitut
Gräfin-Zichy-Straße 6
1230 Vienna
Tel: +43 1 880 100
http://www.api.or.at

University Hospital for Psychiatry and Psychotherapy II
Christian-Doppler-Klinik
Ignaz-Harrer-Straße 79
5020 Salzburg
Tel: +43 662 44 83 - 4603
http://www.salk.at
 

Protection of minors

Casino games are prohibited in most countries for persons below 18 years of age. Stargames.com reserves the right to request proof of legal age from every customer and verify the information provided.

Our technical systems verify the age of the account owner. Accounts of minors who have supplied false information will be blocked. Subsequently, they are unable to participate in cash games.

Stargames.com calls on to parents and legal guardians to contribute to the protection of minors who have access to the Internet. You can discuss this topic with the minor and install an Internet filter software that blocks access to certain websites. Please visit the websites listed below for further information and support:

In addition, it is advisable to create a separate login access on your computer and use passwords, in order to keep minors from using certain devices. Likewise, login details for Stargames.com should be kept confidential and documents for personal identification as well as credit cards and bank cards should be kept out of reach of minors.

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