We have a total and unwavering commitment to the safety and security of player funds. Player balances are kept in segregated accounts and not used for operational expenses. This ensures that your funds are always available for you to refund in accordance with our banking and security procedures.
Please note, we reserve the right to use additional eligibility criteria to determine the refund options players may be offered at any given time.
Refund Policy Details
Any refund is automatically credited back to any and all of the methods that you have used to make deposits.
A refund is first credited back to the method(s) used by you to deposit. Within each deposit method, a refund is then applied back to your oldest deposit first and your most recent deposit last. The total refund amount cannot exceed the total amount of funds credited to your Stars Account and deposited using each deposit method, and a refund can only be made for an unused deposit. When applying a refund back to previous deposits, they are converted to the currency your previous deposits were processed in.
We apologize if our refund policy is an inconvenience, but this is a security feature designed to protect our customers against fraud. It ensures that no one can profit from misuse of another's account.
CFT eligible Visa
If you have made any CFT eligible Visa deposits in the last 12 months, your refunds will automatically be processed back to CFT eligible Visa cards up to the amount purchased, from the oldest deposit, made with this method, to the newest.
Please note that additional eligibility criteria may apply to the automatic CFT eligible Visa refund option.
How to Make a Refund Request
To make a refund request, login to your Stars Account and visit the Cashier.
Select the ‘Refund’ button and input the amount you'd like to refund, then choose 'Submit'.
The following screen will display how your refund will be processed. This is only an estimation of how your funds will be disbursed. We cannot guarantee that your refund will be processed exactly as described, as this estimation does not take into account any temporary connectivity problems with outside processors or any issues pertaining to accounts outside of our control.
Review the information on this screen carefully before you complete your refund request. If you see that the card or account designated to receive your refund has been cancelled or has expired, please cancel your refund request and email Support.
A 48-hour delay from your last deposit may be imposed on refunds with certain payment methods. This feature is designed to protect our players against collusion and fraud. You will be able to submit your refund request once the 48 hours have elapsed.
Refunds processed to CFT eligible Visa cards will be sent for processing within 72 hours. Please allow 3-10 business days after your refunds has been processed for the funds to appear on your statement.
An email notification from us will be sent to you confirming each transaction made within your Stars Account. Always refer to your confirmation email after you've made a refund to confirm how your funds were processed.
In special cases, additional information may be required for a refund to be processed. From time to time it may also be necessary to withhold player funds until the completion of game play or fraud reviews, which are routinely carried out in order to ensure the integrity of our games.
How does the exchange rate conversion work?
We use the prevailing mid-market rate provided by XE (plus a small fee if applicable) to convert your deposits to your Stars Account currency. The exchange rate you will receive will be displayed on the refund screen when you select your preferred currency.
CFT Eligible Visa cards
Refunds back to Visa cards will be limited to cards eligible for Credit Fund Transfer (CFT).
NOTE: Please check with your card issuer for individual card limits.
Help with Refunds
Please contact Support with any questions about refunds or the refund policy.