Star City

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 treated as such. Whether you enjoy spinning the reels, playing a hand of cards, or exploring the range of games available on our platform, the experience is designed to be enjoyable, not a means of generating income or solving financial problems. Star City Casino is committed to maintaining a safe gaming environment where all players are treated with respect, provided with the right tools to manage their activity, and supported when they need assistance.

We acknowledge openly that gambling carries inherent risks. For most people, these risks remain manageable. However, for some individuals, gambling can develop into a pattern of behaviour that causes harm to themselves, their families, and their finances. Star City takes this seriously. This Responsible Gaming Policy has been developed specifically for players based in Australia and reflects our obligations under applicable Australian standards for consumer protection and harm minimisation in the gaming industry.

This document outlines the tools we provide, the procedures available to you, the external support organisations you can turn to, and the measures we take to protect vulnerable individuals, including minors. We encourage every player to read this policy carefully and to make use of the resources described here whenever they feel it is appropriate.

Personal Limits Feature

How Personal Limits Work

Star City Casino AU provides all registered players with access to a dedicated Personal Limits section within their account settings. This section is one of the most important tools available to you as a player. It allows you to take direct control of your gambling activity by setting predefined boundaries that align with your personal circumstances and comfort level.

The Personal Limits feature operates on a straightforward principle: you decide how much you want to spend, lose, or wager over a set period of time, and the system will enforce that boundary automatically. When a limit is reached, the relevant activity will be restricted until the defined period expires or until the limit is adjusted.

Amendment Logic: Decreasing vs. Increasing Limits

An important aspect of how personal limits function at Star City is the distinction between decreasing and increasing a limit.

If you choose to decrease any of your current limits, that change will take effect immediately. This is a deliberate design decision. We believe that when a player decides to reduce their spending boundaries, that decision should be honoured without delay to ensure maximum protection.

Conversely, if you request an increase to any existing limit, a mandatory cooling-off period will apply before the change comes into effect. This delay exists to give you adequate time to reconsider the decision and to prevent impulsive adjustments made during periods of elevated play. The duration of this cooling-off period will be clearly communicated to you at the time of the request.

This asymmetric approach to limit amendments reflects our firm commitment to player wellbeing over commercial interest.

Types of Limits Available

Within the Personal Limits section, Star City Casino offers several distinct types of limits. Each serves a different protective function and can be configured to apply on a daily, weekly, or monthly basis depending on your needs.

Self-Exclusion by Request

Requesting a Manual Account Block

If you wish to self-exclude from Star City Casino and are unable to complete this process through your account settings, or if you would prefer to request the exclusion directly, you may contact our support team by sending an email to [email protected]. Please include your registered account name and a clear statement of your request to be excluded.

Upon receiving your request, our team will process the account block as promptly as possible. Once the self-exclusion is in place, you will not be able to log in, deposit funds, or participate in any gaming activity on the platform for the duration of the exclusion period.

We take these requests with the utmost seriousness. Self-exclusion is not reversible before the agreed period has elapsed, and any requests to lift the restriction prematurely will not be accommodated. This policy is in place to protect you and to ensure that the self-exclusion serves its intended purpose.

Handling of Remaining Funds

If there are funds remaining in your account at the time your self-exclusion is activated, those funds will be handled in accordance with our standard withdrawal procedures. You may request the return of your remaining balance by contacting us at [email protected]. We will process this in a timely manner, subject to any applicable verification requirements. No bonus funds or promotional balances will be included in such withdrawals.

External Help and Support Organisations

Star City Casino recognises that tools and limits within our platform are only part of the solution. Problem gambling is a recognised psychological condition, and many players benefit significantly from speaking with trained professionals or connecting with support communities. We actively encourage any player who is concerned about their gambling behaviour, or the behaviour of someone they care about, to seek independent help.

The following organisations provide free, confidential, and professional support to individuals and families affected by problem gambling in Australia and internationally.

If you are unsure which service is most appropriate for your situation, you are welcome to reach out to our support team at [email protected] and we will do our best to guide you toward the right resource.

Protection of Minors

Age Requirement and Verification

Star City Casino strictly prohibits the use of its platform by individuals under the age of 18. Gambling by minors is illegal in Australia and causes serious harm. We treat this matter as an absolute priority.

All new players are required to undergo a thorough Know Your Customer (KYC) verification process before they are permitted to deposit funds or participate in real-money gaming. This process involves the submission of valid government-issued identification documents to confirm your age, identity, and residential address. Accounts that cannot be verified will be restricted from gameplay until verification is successfully completed.

In cases where we have reason to suspect that an account is being accessed by or on behalf of a minor, we reserve the right to suspend the account immediately and request additional documentation without prior notice.

Parental Controls and Filtering Software

If you share a device with children or young people, we strongly recommend installing parental control and content filtering software to prevent accidental or intentional access to gambling websites. The following tools are widely used and available for download.

These tools are independent of Star City and are provided here as a resource for parents and guardians. We encourage their use as part of a broader approach to creating a safe digital environment for young people.

Contact Us Regarding Responsible Gaming

If you have any questions about the tools described in this policy, wish to request a limit change, need assistance with self-exclusion, or would like to discuss any concerns related to your gambling behaviour, please contact our team directly at [email protected]. We are here to help and will respond to all responsible gaming enquiries with care and without judgement.

Star City is committed to continuously reviewing and improving this policy to reflect evolving best practices in player protection and harm minimisation in Australia.