Responsible Gaming

Gambling Management S.A. (Casino de Namur) operates the site under the terms of an applicable gaming license issued by the Belgium Gaming Commission. Gambling Management S.A. has entered into an agreement with us to offer online games.

At PokerStars we strive to assist and protect players who are at risk of the potential negative effects of gambling. Through a number of means, including self-exclusion toolsguidance on responsible gamingrisk identification and player verification we are helping customers keep in control of their gaming so they can enjoy playing.

We believe in educating our players to empower them through knowledge, which is why we have a number of helpful tools to ensure that playing time is always enjoyable.

What we can do to help you

What you can do to help yourself

What we can do to help you

Age verification

Any underage player who has provided dishonest or inaccurate information regarding their true age may have all winnings forfeited and could face criminal prosecution.

  • Every person signing up for a new account must check a box that indicates that they are at least 21 years of age. This notifies everybody that we don’t accept players under 21.
  • When a player creates an account with us, we collect their name, address, and birth date to confirm that the player is at least 21 years old.
  • We do not target underage players with our marketing and advertising. It is neither good business nor consistent with our personal and corporate values to attract underage players.

If you have children or teenagers in your household, take extra care to secure your computer and mobile devices.

  • All Windows computers can be set up to have password control so that you must enter a password to get to the desktop, and mobile devices can be set up to require a passcode to unlock. In general, this is a good practice, but it’s even more important when there are children or teenagers in your household. Also, keep your username and password private. You can elect to have the software not remember your password each time you log-in. If you have any concern that somebody else might attempt to access your Stars Account, you should not allow the software to remember your password.
  • If you have children or teenagers in your household, use protection software that allows you to limit the websites to which they have access, prevent file sharing, and generally give you detailed control over how your children use the Internet. Here is a list of some of those programs:
  • If you are aware of an underage person using our platform, let us know. Simply visit our Help Center and we will get right on it. Our first step is to investigate, and if warranted, freeze the player’s account and request identification from that player. We take these reports seriously.
  • Be a responsible parent. In many ways, this is nothing more than keeping your eyes and ears open. If you hear your children talking about online gambling accounts, deposits, and withdrawals, start asking questions. If you see the software on your child's computer, uninstall it and ask more questions. A responsible parent is the best start to preventing underage gaming. You can find advice on how to talk to a young person about gambling here.

Prevention film for youngsters aged 14-18

Under the header of BLUFF!, the Gaming Commission has set up a prevention campaign aimed at youngsters aged 14-18.

For the campaign, the Gaming Commission also made a film, an educational kit and an educational board game. The aim of the campaign is to reach the widest possible number of young people. As such, they have put together a prevention kit that is available free of charge to all secondary schools in Belgium. Furthermore, a free prevention kit is also available to help organisations and youth associations.

The Gaming Commission takes the protection of players to heart. An important aspect of this protection is seeing to it that young people stay on their guard when it comes to gambling. Sadly, all too often they are exposed to games of chance and the 'get rich quick' dream that comes with it. Even though poker, for instance, is enjoying huge success, including among youngsters, games of chance are not without risk. The Gaming Commission is keen to do everything it can to keep young people alert by drawing their attention to the dangers that games of chance may involve. The BLUFF! prevention campaign is wholly conducive to this aim.

For more information regarding BLUFF!, please visit the Gaming Commission website here.

Bonus policy

As a poker operator authorised by the Belgian Gaming Commission, adheres to the legal requirement to not offer any bonuses to its players.

This bonus restriction has been the case since the 1 March 2020, when the Royal Decree on bonusing came into effect.

Adverting and marketing commits to follow the ethical and responsible advertising and marketing outlined in the 2016 agreement on advertising of games of chance of the Belgian Association of Gaming Operators (BAGO). undertakes to bring responsible communication that protects the player and doesn’t encourage problematic gaming behavior.

Advertising to minors is strictly prohibited and age restrictions are highlighted in all communications. The target audience is also reminded to play responsibly and moderately.

The BAGO agreement also states that any advertisements or other communications may not:

  • predict any certainty of large profits;
  • encourage excessive participation in gaming;
  • give the impression that the outcome of the game is purely a matter of skill or knowledge;
  • target minors or excluded players;
  • encourage attempting to recover loss by playing again;
  • be critical or ridicule non-players;
  • position games of chance as an alternative to working or saving;
  • suggest that gambling is a way to get out of debt.

Self-exclusion (Time-out)

We provide you with the ability to exclude yourself from playing for various periods of time.

To do this, go to the main lobby of the desktop software, select ‘More’ > ‘Tools’ > ‘Responsible Gaming’ > ‘Exclude me from playing’ i. On mobile, go to ‘Account’ > ‘Responsible Gaming Settings’. On the website, login then go to ‘Account’ > ‘Responsible Gaming’.

Please note that all self-exclusions and time outs are irreversible for the duration of the specified time. In addition, all self-exclusion periods are inclusive of all games. Your self-exclusion will apply to your Stars Account, and to any product that requires your username to play, and covers both real money and play money activity.

If you want to block yourself from a particular game, go to the main lobby of the desktop software, select ‘More’ > ‘Tools’ > ‘Responsible Gaming’ > ‘Restrict Table Limit’ i and set your limit to ‘Don’t play’.

  • We offer 12-hour and 24-hour cooling off periods as well as 7 day, 30 day, 60 day, and 120 day time out periods. You will not be able to play any games that we offer for real money or play money on our software. Once you click the button that requests a time out or a self-exclusion period, you will be asked to close all tables at which you're playing. You will be automatically unregistered from any online tournament that begins during the time out and self-exclusion period, with your buy-in refunded per our normal policy. If you are still playing when the self-exclusion period begins, you will not be forced to close the software, but will receive a pop-up asking you to do so – the exclusion period will begin once the software is closed. You will be able to login and access the Cashier, but you will not be able to play, deposit or make inter-account transfers with your Stars Account. If you have won a seat in a live, brick-and-mortar tournament that begins during the exclusion period, you will still be able to play it. You will not receive any marketing emails or newsletters from us.
  • 6-month self-exclusion (Time-out). This is identical to the other time out periods, except that we will ask you to withdraw any real money funds from your Stars Account. In addition, you will not be automatically reinstated. If you want to return to playing with us, you can visit our Help Center to find out how. You can only return to playing with us once any time after your self-exclusion period has passed.
  • Self-exclusion during tournaments:
    • Players who self-exclude themselves during a tournament will still be able to complete any tournament already in progress in which they are playing.
    • Multi-Day Tournaments: Players who request to be self-excluded from playing during a ‘qualifying for Day 2’ of a ‘Multi-Day Tournament’ will still be able to play in that tournament on any subsequent day of that tournament, even after their period of self-exclusion begins. Players who choose not to play on subsequent days will receive no compensation.
    • Phased Tournaments: Players who request to be self-excluded from playing during a phased tournament will not be able to complete the next phase of the tournament. Make sure you can play the tournament in its entirety before entering the first phase.
    • Please also note that if you win any prizes resulting from any offer that may have started prior to your self-exclusion (i.e. automatic drawings to live events, or live activities), they may be forfeited.

If you would like to close your account or exclude it between six months and three years, please visit our Help Center to find out ways to contact us.

If you wish to self-exclude from all online gambling activity, consider downloading gamban®, software that helps you by blocking access to all online gambling.

You may also wish to investigate GamBlock, a software application that limits a computer’s access to online gaming sites.

Request an access ban with the Gaming Commission

If you are considering a self-exclusion, you may also want to request an access ban from all gambling companies licensed in Belgium. For more information, you may want to contact the Belgian Gaming Commission via their website or by filling out this form.

In Belgium, players can be denied access to real or virtual gaming establishments of class I and II and virtual gaming establishments of class IV for various reasons:

  • To protect young people from the possible dangers of gambling.
  • Players can have themselves excluded from real and virtual casinos and slot machine arcades, and virtual betting offices when they think they have to be protected from themselves.
  • Bans may be enforced pursuant to court decisions (e.g. for persons whose collective debt settlement notices have been deemed admissible).
  • People can also be refused entry to a casino or slot machine arcade based on the nature of their profession - take, for example, magistrates, notaries, bailiffs and members of the police.
  • The legal representative of a person under tutorship may request to the Belgian Gaming Commission by regular post the upholding of the precautionary gambling ban for the to be protected person whom he is responsible for (see Article 54 § 3.3 of the Act on games of chance).

Since 2004, Belgium has the Excluded Persons Information System (EPIS), an electronic system that bundles all excluded players. When entering a real or virtual casino or slot machine arcade, or a virtual betting office, it is mandatory to register the name, the first name and the date of birth of the player in EPIS to check whether he may be allowed to enter. This is undoubtedly a very powerful instrument in the fight against gambling addiction.

You may also file a complaint by sending an email here.

What you can do to help yourself

Identify and reduce the risks

If you choose to play online, there are some general guidelines that can help make your playing experience safer, and reduce the risk of problems occurring:

  1. Play for entertainment, and not as a way of making money.
  2. Play with money that you can afford to lose. Never use money that you need for important things such as food, rent, bills, or tuition.
  3. Set deposit limits and ensure you never deposit more than you can afford to lose.
  4. Never chase losses. If you lose money, don't play higher stakes to try and recoup your losses.
  5. Don't play when you are upset, tired, or depressed. It is difficult to make good decisions when you are feeling down.
  6. Balance your playing with other activities. Find other forms of entertainment so playing does not become too big a part of your life.

If you believe that playing games might be a hindrance to your life rather than a form of entertainment, we want to help you. First, please review the following questions:

  1. Have you ever taken time from your major daily obligations because of playing?
  2. Has playing caused you to neglect your own welfare or that of your family?
  3. Have you ever sold anything or borrowed money to finance your playing?
  4. Have you often played until your last cash was gone?
  5. Have you ever played longer than you had planned?
  6. Have you ever considered self-destruction or suicide as a result of your playing?

If you answered “Yes” to several of these questions, we encourage you to visit Gamblers Anonymous.

You can take the test in its entirety at one of the following websites:

There are risk factors that can contribute to the development of gambling issues and make it more difficult to stop gambling. Players can be more at risk if they:

  • Have easy access to their preferred form of gambling
  • Hold mistaken beliefs about the odds of winning (see “Common Myths about Compulsive Gambling” below)
  • Do not take precautions to monitor gambling wins and losses
  • Have an early big win (leading to false expectation of future wins)
  • Have had a recent loss or change in their personal life, such as divorce, job loss, retirement, or death of a loved one
  • Often feel bored or lonely, or have a history of risk-taking or impulsive behavior
  • Have financial problems
  • Have a history of mental health problems, particularly depression and anxiety
  • Have a parent who also has (or has had) problems with gambling or other compulsive disorders
  • Have (or have had) problems with alcohol or other drugs, or overspending

The more factors that apply, the more likely a person is to develop a gambling problem.

If you are finding it hard to stop gambling, or if you’re already suffering from consequences related to your gambling behavior, it may be time to get help.

The Gaming Commission has also published a brochure for problem players, which is available in four languages. This brochure contains a form with which a player can request exclusion from the gaming establishments. In this way, it is easier for problem players to take a step towards a cure. Pathological gambling is, after all, a genuine illness that was recognized in 1982 by the World Health Organisation (WHO).

Setting limits

We offer you the option to set different Responsible Gaming limits to help you play responsibly. You can set these limits by following these instructions, depending on how you are accessing our services:

  • Website

Log in and go to ‘Account’ > ‘Responsible Gaming’

  • Desktop Client

Log in and select ‘More’ > ‘Tools’ > ‘Responsible Gaming’ i

  • Mobile App

After logging in go to ‘Account’ > ‘Responsible Gaming Settings’

Set limits on your real money deposits

We believe that you should be allowed to manage your own budget for playing online. We allow you to restrict your own weekly real money deposit limits. Of course, those limits may be no higher than the ones we already have for your account.

Important: In line with Belgian Regulations, you are limited to a maximum cumulative amount of €200 deposit per week. Based on certain criteria set by the regulator, from May 10, 2023 eligible players will be given the opportunity to request to have this limit removed, via on-site messaging.

Set deposit limits

Restricting cash game table limits and tournament limits

Setting table limits and tournament limits provides individual players with an opportunity to control their spending by limiting themselves from playing certain table limit stakes, as well as tournament buy in limits.

Set game limits

If you want any restriction in place permanently or for a designated time, please visit our Help Center to find out ways to contact us with your request.

Restricting withdrawal cancelation

You have the option to restrict yourself from cancelling your withdrawals once they have been requested. You can apply this by going to the main lobby in our desktop client and selecting ‘More’ > ‘Tools’ > ‘Responsible Gaming’ > ‘Restrict Withdrawal Cancellation’ i.

If you activate this feature, you will disable your ability to cancel pending withdrawals on your account and we will not cancel your withdrawals at your request. This restriction is permanent and it will not be possible to restore your ability to cancel your withdrawals once you have activated it.

Be aware of common myths about compulsive gambling

We believe players should play for fun and entertainment. But some players who engage in recreational gambling do not believe they could become addicted, and sometimes hold onto false beliefs or myths about problem gambling that can lead to denial and other problems. Some of the more common myths are listed below. Click ‘More’ to read on.

Myth: A compulsive gambler gambles every day.
Fact: A problem gambler may gamble frequently or infrequently. If a person’s gambling is causing psychological, financial, emotional, marital, legal or other consequences for themselves and the people around them, then they could be displaying signs of a gambling problem.

Myth: A compulsive gambler will bet on anything and gamble at any opportunity on any form of gambling.
Fact: Most problem gamblers have a favorite form of gambling that causes them problems and are not likely to be tempted by betting on other things. For example, a gambler who makes weekly trips to the race track may not be tempted by lottery tickets or slot machines. Some compulsive gamblers also engage in secondary forms of gambling, but these are not usually as problematic.

Myth: Gambling only becomes a problem when you lose every last penny. Compulsive gambling is just a financial problem.
Fact: How much money you win or lose does not determine if you have a gambling addiction. Compulsive gamblers may win big and then lose all their earnings the next day, or they may only bet a certain amount each time. Typically, those with gambling problems will incur enough debt that the financial consequences of their behavior begins impacting their lives, but that is not always the case.

Myth: It’s not possible to become addicted to something like gambling.
Fact: Certain activities, such as gambling, can be just as addictive as drinking or doing drugs. Gambling may produce a euphoria that encourages a compulsive gambler to keep repeating the behavior to achieve that effect. As with drugs and alcohol, a gambling addict may develop a tolerance for gambling and take bigger and bigger risks to achieve that euphoria. A compulsive gambler will give in to a craving for gambling by doing it more often, regardless of the negative consequences. As with any other addictions and compulsive behavior, pathological gamblers may also be in denial about their behavior, and may not believe they have a problem at all.

Myth: Only irresponsible people become addicted to gambling.
Fact: Many problem gamblers hold, or have held, responsible community positions. In addition, even people with a long history of responsible behavior are vulnerable to developing a gambling problem. It is common for people to believe that those suffering from addictions are weak-willed and irresponsible. But anybody can become addicted to gambling, no matter how responsible they are.

Myth: Compulsive gambling isn’t really a problem if the gambler can afford it.
Fact: Problems caused by excessive gambling are not just financial. If a person’s gambling is interfering with their ability to act in accordance with their values, then there is a problem. For example, too much time spent on gambling means less time to spend with family, friends and others. It can lead to relationship breakdown and loss of important friendships.

Myth: It’s easy to recognize a compulsive gambler.
Fact: Problem gambling has been called the hidden addiction. It is very easy to hide as it has few recognizable symptoms, unlike alcohol and drug use. Many problem gamblers themselves do not recognize they have a gambling problem. Problem gamblers often engage in self-denial.

Myth: If I keep gambling, my luck will change and I'll win back the money I've lost.
Fact: Each time you place a bet, the outcome is completely independent of the previous bet. This means that the odds are no more in your favour on the tenth bet than they were on the first bet. Risking more, or playing longer, will not improve your chances of winning.

Myth: I have a feeling that today is my lucky day. I just know I’m going to win.
Fact: Hoping, wishing, or even needing to win money has absolutely no influence on the outcome of a game of chance.

If any of these myths are realities for you or a loved one, it may be necessary to consider seeking treatment for a gambling addiction. If you or someone you know has a gambling problem and wants help, please contact one of the organizations that we recommend.

Need help, advice or counselling?

If you feel you might have a gambling problem, and seek further advice or counselling, you can visit these web sites:

If you have a problem with your play or if you know somebody who does, several organizations are available to help. Here we provide the contacts of an institution for each provincial capital. Many other options are available on the Belgian Gaming Commission website here.
Antwerp Brussels Hainaut
Lange Beeldekensstraat 267
2060 Antwerp
Phone: 03 217 71 11
Avenue Hippocrate 10
1200 Brussels
Phone: 02 764 21 60
Rue de la Seuwe, 15
7000 Mons
065 31 90 19
065 87 14 28
Limburg Liege Luxembourg
Salvatorstraat 25
3500 Hasselt
Phone: 011 27 42 98
Boulevard de la Constitution 153
4020 Liege
Phone: 04 342 65 96
Rue Paul Reuter 41
6700 Arlon
Phone: 061 22 43 74
Namur East Flanders Flemish-Brabant
Rue Saint-Hubert 84
5100 Dave – Namur
Phone: 081 20 12 11
De Pintelaan, 185
9000 Ghent
Phone: 09 332 43 94
Kapucijnenvoer, 16
3000 Leuven
Phone: 016 85 79 79
Walloon-Brabant West Flanders In the event of financial problems
Avenue du Belloy, 45
1300 Wavre
Phone: 010 22 54 03
Langestraat, 113
8000 Bruges
Phone: 050 34 24 24
You can ask for help at the PCSW or at a Centre for General Welfare work (CAW).
Or visit (Flanders), (Brussels) or (Wallonia).
21+ onlyWorried about excessive play? Click here for

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