FAQ

A list of the most common questions we receive from our players regarding game play, account settings and all aspects of playing online with PlayStar.

General

What games can I play at PlayStar?
We have a huge variety of games available to you, from table games such as roulette, blackjack and baccarat, to slots, Slingo and video poker. There are casino games to cater for every taste at PlayStar.
Is playing at PlayStar legal?
We are licensed and regulated by the New Jersey Division of Gaming Enforcement, which means it is legal for anyone over the age of 21 to play in the state of New Jersey.
On what devices can I play PlayStar's casino games?
PlayStar is available on most devices, including Windows PCs, Macs, iPhones, iPads, and Android devices.
What are live dealer games?
With live dealer games, you can transport yourself to the casino floor without ever moving an inch. Through a live video feed, you’ll be able to play and interact with the dealers in real-time – as if you really were there!
How can I be sure the games at PlayStar are fair?
All our games undergo rigorous testing by independent bodies (such as the Division of Gaming Enforcement) to guarantee their fairness. We also use a Random Number Generator (RNG), which ensures that the result of every game is entirely random.
How do I download and install the PlayStar mobile app?
The PlayStar app is available on Android and iOS. To install on Android please download from the Google Play. For iOS, you can download and install it from the App Store.
Do I have to be resident in New Jersey to register and play?
You’re not required to be a resident of New Jersey to register for an account, but you do need to be within the New Jersey state borders when you play our games. While you’re out of the state, you will not be able to play any games on the website or mobile application.
How can I be sure my information is safe?
At PlayStar we take our responsibility to safeguard your account details very seriously. We’ve put all necessary measures in place so you can be sure that all your data and personal information are safe and secure.

We also recommend choosing a strong password which should be changed regularly to further secure your account and information.

My Account

How do I update the address registered to my account?
You will need to contact Customer Support to update your address and will be asked to provide a scan of a recent (last 3 months) utility bill or bank statement as proof of your new address (documents should not exceed 5MB).
I forgot my username. What should I do?
If you’ve forgotten your username please contact Customer Support who will ask you a series of security questions before reminding you.
Can I allow another person to use my account?
No, this is not permitted. We need to be sure anyone registered with us is eligible to gamble in the state of New Jersey and we confirm this by verifying their identity and ensuring they are at least 21 years old. To make these checks, everyone must have their own account which only they use. You can find out more by reading our Terms & Conditions.
I’ve been locked out of my account because I entered the wrong password too many times. How can I get back in?
After three failed login attempts, your account will be locked. If this happens, please contact Customer Support for help getting back into your account. Once your account has been unlocked you can follow the online procedure to reset your password.
Is my PlayStar account free to use?
Yes. There are no charges for setting up or having an account, although some transaction fees may apply depending on the payment method you use to add money to your account.
Will my account be charged if the balance is zero?
No, we do not charge admin fees if the balance of your account is zero.
How do I change my password?
To change your password, go to My Account>Security and click the 'Change password' link.
I forgot my account password. What should I do?
When you open the login screen, select the ‘Reset your password’ option. You will then be asked to provide some personal data and to answer the security questions you set up when you registered. After clicking the 'Send Password Link' button, you will receive an email with a link to reset your password.
How do I update my account if I have changed my name?
You will need to contact Customer Support to update your name and will be asked to provide a scan of your marriage certificate or legal name change document (documents should not exceed 5MB).
Will PlayStar charge me a fee if I reopen my account after closing it?
No. There is no fee for reopening your PlayStar account after having closed it previously.
Can I have more than one PlayStar account?
No. For security and regulatory reasons, you can only have one player account here at PlayStar.
How do I close my account?
If you would like to close your account, go to My Account>Account Closure.
How do I open a PlayStar account?
Click Join on your PlayStar app or the Join Now button in the top right-hand corner of our website and enter your information into the online form. Once we’ve confirmed your details and verified your identity, you’re all set!
How do I change my email address?
If you want to change the email address associated with your account please contact Customer Support who will take you through the process.
Why am I not able to close my account?
If you want to close your account you must first withdraw any balance remaining on it. Then go to My Account>Account Closure.

Account Verification

Can I complete the verification process if my account is suspended?
Yes. You will still be able to log in to your account and submit any documents we have requested. Your account will then be reopened once approved.
Can I make a deposit if I’m not verified?
No. To deposit you must first have completed the verification process. Once you’re verified, you can enjoy all your account benefits, such as depositing, playing, and withdrawing.
How does account verification work?
When you register an account, a process of verifying your identity is completed online through validation of the information you provide to us at the point of registration. For regulatory and security reasons, if we are unable to verify any of your registration details online, you will be requested to upload verification documents instead so our team can verify your account manually.
What is account verification?
Due to state regulations, we are required to verify the details of anyone who opens an account with us, including their name, DOB, SSN, and address. You will be unable to deposit or play any real money games until this process is complete. When registering your details, please ensure that the name you use is the same as it appears on your Driver’s License or Passport and that the address you enter is your current one.
What documents can I use for my account verification?
Scans of the following can be uploaded to verify your identity and address:
- Your government-issued Photo ID such as passport (photo page only), driver’s license, state non-driver ID card, or permanent US Resident Card
- Your SSN card
- Utility bill – i.e. water, gas, electricity (issued in the last 3 months)
- Bank, credit card, or savings account statement (issued in the last 3 months)
How long before my account is verified?
As soon as you have submitted your documents, we will get to work on verifying your account. It normally takes a maximum of 48 hours to complete this process but may take longer if we have to request further information. If this is the case, we will keep you updated on the progress of your verification.
I’m having trouble verifying my account. What should I do?
Sometimes it will be the case that the online verification process fails, or we just need more information from you. Whatever the reason, if you’re struggling to get your account verified, please contact Customer Support who will assist you.
How can I be certain it’s safe to upload my personal documents?
All documents uploaded to our system are encrypted using SSL (Secure Sockets Layer) technology, so you can be sure that your personal information is safe and secure.
Why is account verification necessary?
New Jersey online gaming regulations require us to verify the identity and age of our customers. This is to ensure that our players are who they say they are and are of legal gambling age.

Responsible Gaming

How do you calculate my wagering?
We calculate how much you’ve wagered using ‘net spend’ (the difference between wins and losses). If your day/week/month net spend exceeds your requested wagering limit, you will not be able to play for the rest of the day/week/month.
What are wagering limits?
With wagering limits, you can control how much money you spend (wager) per day/week/month. Once a limit has been set, you will receive a warning whenever you attempt to go over that limit.
If I remove or decrease a session time limit. Will it apply immediately?
For decreases or removal of session limits, the following applies:
- Any decrease to a daily session time limit will only be implemented and become effective after 1:00am ET following your request.
- Any decrease to a weekly session time limit will only be implemented after 1:00am ET on the Monday following your request. As such the limit is set or reset according to the calendar week which begins on Monday at 1:00am ET.
- Any decrease to a monthly session time limit will only be implemented and become effective at 1:00am ET on the first day of the following month.
What are cool-off periods and self-exclusion?
If you have developed a gambling problem or think you may be at risk, there are options to temporarily suspend your account or self-exclude from gambling. You can suspend your account for any period from 72 hours up to one month with a ‘cool-off period’ (to do this go to My Account>Responsible Gaming). You can request to voluntarily exclude access to your online account for a period of 6 months to 5 years by signing up for the New Jersey Casino Gambling Self-Exclusion program.

Please note that if you choose to self-exclude you will be restricted from accessing all online gambling facilities in New Jersey. For more information, visit our Responsible Gaming page. If you would like to close your account, please contact Customer Support.
What are deposit limits?
A deposit limit lets you budget and keep control of how much you add to your player account. Daily, weekly, or monthly deposit limits, or a combination of the three, are available. Simply make your choice of limit amount and confirm.
How often can I change my wagering limit?
You will be able to change your wagering limit amount as often as you like. While decreases to your wagering limit will come into effect instantly, increases will be subject to a delay.
If I increase or cancel my wagering limit, will it apply immediately?
For increases or removal of wagering limits, the following applies:
- Any increase to a daily wagering limit will only be implemented and become effective after 1:00am ET following your request.
- Any increase to a weekly wagering limit will only be implemented after 1:00am ET on the Monday following your request. As such the limit is set or reset according to the calendar week which begins on Monday at 1:00am ET.
- Any increase to a monthly wagering limit will only be implemented and become effective at 1:00am ET on the first day of the following month.
If I set or decrease a wagering limit, will it apply immediately?
Yes. Decreases in wagering limit amounts and new wagering limit requests will come into effect immediately.
Do I have a gambling problem?
Compulsive gambling is an addiction, similar to alcohol or drugs. People with a gambling problem are unable to control their impulse to gamble, and this can cause harm to themselves and those they love. If you believe you, or someone you know, might have a gambling problem, you can visit our Responsible Gaming page for help and further information.
What are session time limits?
This feature allows you to set limits on the length of time you can spend gambling per day, week, or month. You can set your time limit from a minimum of 1 minute up to the maximum number of minutes in a month. The timer starts when you log in and stops once you have logged out.
What if I am playing when I reach my session time limit?
You will be able to finish the current hand or spin you are playing, after which access to the games will be blocked for the rest of the day/week/month.
If I set or increase a session time limit. Will it apply immediately?
New session limit requests are activated immediately, however any increase will be subject to a waiting period.
If I remove or increase a deposit limit. Will it apply immediately?
For increases or removal of deposit limits, the following applies:
- Any increase to a daily deposit limit will only be implemented and become effective after 1:00am ET following your request.
- Any increase to a weekly deposit limit will only be implemented after 1:00am ET on the Monday following your request. As such the limit is set or reset according to the calendar week which begins on Monday at 1:00am ET.
- Any increase to a monthly deposit limit will only be implemented and become effective at 1:00am ET on the first day of the following month.

Geolocation

Can I finish the game I’m playing even if I travel to another state?
No. As soon as it’s identified that you’re in a state other than New Jersey your games will be terminated. Unfinished casino games (with the exception of live casino games) will be saved, and you can resume them when you return to New Jersey.
What is the plugin I’m being asked to install?
The plugin is a piece of software that verifies you’re located in New Jersey. To be able to play real money games you must have the plugin installed.
I’m in New Jersey, but my device says I’m outside the state. What can I do?
If this happens it may be because there is an issue locating you using your Wi-Fi. Check that your Wi-Fi is turned on and that a signal is being picked up. Your device must have Wi-Fi for geolocation to work. For more details, visit our Geolocation Help Page.
What is geolocation?
We use geolocation to ensure that anyone playing on the PlayStar website or mobile application is located within New Jersey state, as required by regulations. By triangulating your Wi-Fi signal and IP address, we can establish your location. If you’re inside the borders of New Jersey but find you’re unable to play, please visit our Geolocation Help Page.
Can I deposit and withdraw even if I’m not in New Jersey?
Yes. You can deposit and withdraw funds when you are outside New Jersey.
Why is geolocation not working?
While you can access your account from anywhere, to play games or place bets you must be physically located in the state of New Jersey. If you’re having problems, it might be the case that you’re in New Jersey but in a remote area or near the state border and there aren't sufficient cell towers or Wi-Fi signals to identify your location. For more details, visit our Geolocation Help Page.
What if I’m in New Jersey but my computer IP address places me in a different state?
Most IP addresses will automatically update on a regular basis, but if you have an address that doesn’t and is associated with another state, you will have to contact your Internet Service Provider to have it changed. For more details, visit our Geolocation Help Page.
Can I play outside of New Jersey?
You can’t make bets or play games while outside of New Jersey, although you can deposit and withdraw funds.
Do I need to be connected to Wi-Fi to be geolocated?
You do not have to be connected to a wireless network, but you do need to have Wi-Fi enabled and be connected to the Internet or have cellular service. If you’re playing on your mobile, your Location Services must be turned on.
Can I use the Wi-Fi hotspot on my cell phone to connect to another device and play that way?
Using your Wi-Fi hotspot will likely cause the geolocation checks to fail due to it being a weaker network connection. For this reason, we don’t recommend using it when you play.

Banking

Why am I unable to withdraw my entire PlayStar balance?
It may be because you’re taking part in a PlayStar bonus promotion and you have not yet met the wagering or other requirements necessary to withdraw the funds. See our Standard Promotional Terms & Conditions regarding withdrawals for further information. If you’re having problems withdrawing for any other reason, please contact Customer Support.
What is Cash Locked to Bonus Funds?
Any money you have deposited that has triggered a bonus with wagering requirements will remain locked until the wagering or other requirements have been met and cannot be withdrawn.
How long before my deposit funds are credited to my PlayStar account?
Your deposit funds are usually available instantly. If the money hasn’t appeared in your account and you haven’t received an email indicating why this is, please contact Customer Support for assistance.
Why was my deposit declined?
The most common reason is insufficient funds, although sometimes a credit/debit card will be declined because the card issuer has a policy of preventing payments to certain industries like gaming. Please also check that your billing address matches the information we have on file and that the CVV is correct. For more help, please contact Customer Support.
Do you charge fees for withdrawals?
No, we don’t charge fees for withdrawals. However your payment provider may do, so please check with them before making your withdrawal.
What withdrawal options do you offer?
You can withdraw funds using Play+, Debit Card, PayPal, VIP Preferred or via the Cage at our land-based partner, Ocean Casino Resort. To make a withdrawal, log into your PlayStar account and select Withdraw from the Menu. From here, you can choose your withdrawal method and the amount from the unrestricted cash balance.
What is the Total Balance?
This includes the total of your PlayStar account funds, including funds available for withdrawal (Cash Balance) as well as any locked funds (Cash Locked to Bonus Funds), any bonuses in your Bonus Balance and any winnings generated from playing.
What is the Bonus Balance?
This includes any bonuses received and the total of any winnings accumulated from them.
What deposit methods do you accept?
You can use a variety of payment methods to make deposits to your account, including credit and debit cards, PayPal, Play+, VIP Preferred, or by depositing directly at the Cage at our land-based partner, Ocean Casino Resort. To make a deposit, please visit the cashier where you can choose your payment method and the amount you want to add to your account.
When I withdraw winnings for the first time, why do you need a copy of my ID?
Regulations require that you upload a copy of an official photo ID when you request your first payout. This is to ensure that you’re of legal gambling age and are the person authorized to make the withdrawal. Please make sure the size of each document does not exceed 5 MB.
How long does it take for withdrawals to be processed?
The processing time for your withdrawal request will depend on the payment method you select. In addition to this, it can take up to a further 24 hours for us to complete our internal verification and processing.
What is a Win/Loss statement?
This is the accumulation of your net overall win or net overall loss on casino games for the tax year. If you require a Win/Loss statement covering a specific period of time, please contact Customer Support.
What is the Cash Balance?
This is your real-money account balance. It’s the maximum amount you can withdraw or use in any game of your choosing. It does not include funds currently in-play, bonuses or locked funds.
Can I cancel a pending withdrawal request?
Yes. As long as we haven’t approved and started processing your withdrawal request, you will be able to cancel it in your account.
How do I make a Cage deposit?
You can add funds to your PlayStar account by visiting the ‘Cage’ cashier window of our partner, Ocean Casino Resort – Atlantic City, New Jersey.

Simply provide a photo government issued ID (driver’s license, photo state identification card or valid passport) and your PlayStar gaming account information (username or registered email address) to make a deposit. Please note, your registered PlayStar account details will need to match those on your ID to make the transaction.
Where can I see my transaction history?
You can view your previous transactions by going to My Account>Account Statements.
Why haven’t I received my deposit bonus?
If you have not received your deposit bonus, despite having made a successful deposit, please contact Customer Support.
How do I make a Cage withdrawal?
To make a Cage withdrawal request, go to the ‘Withdraw’ section of the PlayStar website and select the ‘Cash at Cage’ option. Once you receive an email confirming the withdrawal has been approved (this can take up to 24 hours), you can pick up the funds at the Casino Cage in our land-based partner casino Ocean Resort Casino, Atlantic City. Please remember to take a valid government-issued photo ID with you.

Games General

Is it possible to see other players’ cards at the casino tables?
No. The software we use prevents any kind of card tampering from taking place. Information regarding a player’s cards is sent to their computer/device only, so there’s no way to see another player’s cards nor can they see yours.
Can I cancel a bet even if I’ve already placed it?
Yes. You can view your casino games history by going to My Account>Account Statements.
How do I find out how to play a game?
For detailed instructions on how to play, simply click on the ‘i’/’?’ icon or game info/game rules button once you’ve opened the game. There you’ll find information including the paytable, RTP, bonuses, and other in-game features.
How do you identify game and financial fraud?
We use a range of tools designed to detect fraudulent gaming strategies and financial transactions so you can be sure you’re gaming in a safe and trustworthy environment.
Are the games on PlayStar fair?
Yes. This is required by law, and to ensure that all our games are indeed fair and the outcomes completely random we use Random Number Generator (RNG) technology.
What is RTP?
Return to Player (RTP) is the percentage of all money wagered on a game that it is expected will pay back to the player over time.

Promotions & Bonuses

What promotions/bonuses are available at PlayStar Casino?
We regularly offer promotions and bonuses to our players. To see our current promotions/bonuses just go to our Promotions page or, alternatively, sign up to communications so you never miss out on what’s new.
Can I cancel a bonus?
Yes, you can cancel an active bonus on your account at any time from the My Offers page of your account. Be aware, though, that any winnings earned from that bonus will be forfeited.
Can I use my bonus on any game?
This will depend on the bonus being offered. If you’re unsure, please consult the Specific Promotional Terms of the relevant offer to find out what restrictions apply.
What are free spins?
Free spins are a type of offer that can be used on particular slot games, as specified in the promotion’s conditions. They’re either offered as part of a promotion without any deposit condition or given after you make a deposit of a minimum set amount. Occasionally they’re only awarded when a wagering requirement has been met.
When can I withdraw my bonus balance?
Before you can withdraw a bonus amount or any winnings associated with it, you must first meet the wagering requirements. Details of our wagering requirements can be found in our Standard Promotional Terms and Conditions.
What is a wagering requirement?
Basically, the wagering requirement is the number of times you must play a bonus before you can withdraw any winnings. For example, if you’re given a $20 bonus that has a 20x wagering requirement, you need to play $400 on eligible games before you can withdraw any potential winnings.
Why didn't I get my bonus?
To receive your bonus, you must meet the conditions as laid out in the Terms and Conditions. Did you opt-in to the bonus offer? Did you deposit the minimum amount required? Did you make your deposit during the promotion period? If you answered yes to these questions, please contact Customer Support with details of the bonus offer so we can help you.
Where can I see my bonuses?
Your available, active, completed, and expired bonuses are displayed in My Account>Bonuses.

Your available and active bonuses are displayed in the My Offers page. Your past bonuses can be found in My Account > Statements > Bonuses.
How do I use my bonus balance?
While a bonus is active and wagering requirements are pending, funds for wagering are firstly deducted from a Patron’s Cash Locked to Bonus Funds balance. Once there are no funds in the Cash Locked to Bonus Funds balance, you will begin to use your Bonus Balance.
What if I don’t use all my free spins?
If you leave the game without having used all your free spins, you can return at any time (before the offer expires) to complete your free spins rounds.
How do I claim a bonus?
To claim a bonus, visit the My Offer page in your account.
How do promotions and bonuses differ?
Promotions are one-off events where players can win prizes, including bonuses and cash. With regular bonus offers, you need to meet certain requirements to qualify for a specific reward.
What is a bonus code?
Bonus codes let you claim a specific promotion or bonus offer. Sometimes you’ll find these codes in promotional emails or on our website, but they’re also available on third-party websites.
How do I use my free spins?
Once you’ve claimed your free spin offer, simply load the qualifying game(s) and they will be there waiting for you. Any free spins winnings you accumulate will be credited to your Cash Balance, unless otherwise specified in the Specific Promotional Terms.

PlayStar Casino

For the full experience

FAQ

General

My Account

Account Verification

Responsible Gaming

Geolocation

Banking

Games General

Promotions & Bonuses