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GENERAL CUSTOMER TERMS

INTRODUCTION

Welcome to PokerStars – we hope you have fun with us! We pride ourselves on providing the most exciting Games in a safe and secure environment, and we believe in educating our players to empower them through knowledge.

These general terms of service (the “General Terms”) explain the things you need to know about using our Services. Thank you for taking the time to read them. If you would like to keep a copy you can download the General Terms here, and if after reading them you still have questions, you can get help here.

THE ESSENTIAL BITS

The General Terms are a legally binding contract made between you and us, which you accept by checking the box when you create an Account. Everything in the General Terms is important and has the potential to affect your interests, so please read the General Terms in full before you accept them. Reading them will take about 20 minutes. However, to make it easier for you to understand the General Terms and what they mean for you, we’d like to highlight the following:

  • Flutter Group is one of the most licensed online gaming organisations in the world. Part A – Website Specific Terms sets out the things we need to tell you according to the license you are playing under. This includes details about who we are, our contract with you, and the license we hold for the Website, as well as practical information such as the personal information you need to provide to create an Account and how you can get help with or make a complaint about the Services. In Part A you will also find terms that apply to specific Games and Services. You should also read these terms before you accept the General Terms.
  • We want to provide a safe, enjoyable space for all players. This includes holding players to certain standards of conduct when using our Services. The account terms and standards that apply to all our players, wherever they play, are set out in Part B – Generally Applicable Terms.
  • When you see capitalised words and phrases in the General Terms, it means they have a specific meaning. Those meanings are given in Part C – Definitions), which you can always refer to. Part C also contains a full Contents List, so that you can easily navigate between the different Parts and Sections of the General Terms.

Key things you need to know:

  • Download – register – play. To get started, all you need to do is download our app or software and create an Account. There are some eligibility criteria you need to meet to hold an Account, such as being a certain minimum age, and the Account must be for your own, personal use. To see all Account Requirements click here. You are only allowed one Account on the Website. We will close any additional accounts (or all accounts if multiple accounts are opened deliberately or fraudulently). Please see Part B Section 3 for more detail.
  • Safety and security. Gambling involves an inherent risk of losing money. You can manage your budget when playing online by using our player-friendly tools. We hold players’ funds in segregated accounts, so that your money is always protected.
  • Withdrawals and when they may be delayed. We provide you with easy access to your funds. You may request a withdrawal at any time and it will usually be processed quickly. However, if the funds you want to withdraw are the subject of a charge-back, reversal or other cancellation claim, or we are investigating any Error, Malfunction or Interruption related to your use of the Services or your involvement in any Prohibited Event, the withdrawal will not be processed unless and until those issues are resolved. Please carefully read Part B Section 9, which explains this process in full, and see below for what we mean about Errors, Malfunctions, Interruptions and Prohibited Events.
  • Errors, Malfunctions and Interruptions - when we will void transactions and recover or not pay out winnings. In certain situations where something goes wrong with the Services, we will void transactions and either not pay out winnings, funds, rewards and other credits (such as bonus amounts) or ask you to pay them back if you have already received them. Specifically, we will take these actions if an ‘Error’, ‘Malfunction’, or ‘Interruption’ happens to the Services or Software while you are using them. Each of these words has a particular meaning, so please read the definitions carefully. We will take these actions even if the Error, Malfunction or Interruption in the Services or Software was not apparent to you or to us at the time, and only came to light after we reviewed the completed transaction(s). Please carefully read Part B Section 10, which explains this in full.
  • Prohibited Events - when we will restrict, suspend or close your Account. Integrity of the Services and between players is important to us. To maintain it, we will restrict or suspend your Account, your ability to play certain Games, and/or any other aspect of your access to or use of the Services, if we believe you have taken part in a Prohibited Event. A ‘Prohibited Event’ is an event or practice that is not allowed in relation to the Services or Software. It includes things like cheating, collusion, using stolen funds, providing untrue or misleading information, and using the Services in a disruptive, offensive or illegal way. Please carefully read Part B Section 14, which lists all the different Prohibited Events, and ensure you do not take part in any of these things. Please also carefully read Part B Section 17, which provides more detail about our rights to restrict, suspend or close your Account for Prohibited Events.
  • · Prohibited Events - when we will void transactions and recover or not pay out winnings. If we find out you have taken part in a Prohibited Event, then to maintain the integrity of the Services we will void transactions attributable to the Prohibited Event and either not pay out related winnings, funds, rewards and other credits (such as bonus amounts) or ask you to pay them back if you have already received them. Please see Part A Section 14.
  • Prohibited Events - when you must compensate us. If we find out you have taken part in a Prohibited Event, then we will ask you to compensate us for any loss we or other players suffer as a result of your participation in it. For example, if you win a Game by cheating, we expect you to pay back the money you won.
  • When we are always legally responsible to you. There are certain things prescribed by law we will always be responsible for, and nothing in the General Terms affects that, even if something we say suggests otherwise (such as in the following bullet points). For example, nothing in the General Terms affects any statutory rights you have as a consumer.
  • We have no responsibility for things we can’t control. You won’t be entitled to any compensation if we can’t provide any Services or do any of the things we say we will under the General Terms, or if you lose out financially in any way, because of things we don’t have control over. For example, we won’t compensate you if change in a law or regulation means we can’t operate the Website, or if your bank charges you a fee to deposit into funds into your Account. We call each of these things an ‘Event Beyond Our Control’. Please carefully read this definition, which gives you more examples, as well as Part B Section 20 which explains all this in more detail.
  • Other situations where we have no responsibility. We have no responsibility to you (for example we don’t have to compensate you) when neither of us could have anticipated the outcome of a situation, or we are not at fault in a situation. For example, we will not be responsible for anything: (1) you could have avoided by taking reasonable action; (2) caused by you providing invalid, incomplete or incorrect information; (3) caused by your use of Permitted Tools and Services; (4) resulting from a Prohibited Event; or (5) resulting from our decision to restrict, suspend or close your Account as allowed by the General Terms. Please carefully read Part B Sections 21, which explain all this – as well as when you need to compensate us and when we will always be legally responsible - in more detail.
  • We are only responsible to you up to a certain amount. The most we will ever compensate you is CAD 2,000. The only exceptions to this are if you are legally entitled to: (1) any winnings; (2) the return of a stake, bet or wager paid by you; or (3) the return of any funds lost or misplaced by us, in which case you will receive the full amount you are legally entitled to, even if it is more than CAD 2,000. Please see Part A Section 17.

PART A: WEBSITE SPECIFIC TERMS

INFORMATION ABOUT YOUR ACCOUNT AND YOUR CONTRACT WITH US

1 Who we are

TSG Interactive Canada Inc., a company registered in Ontario (company number 1000044052) with registered address at 100 King Street West, 1 First Canadian Place, Suite 6200, Toronto, Ontario, Canada, M5X 1B8.

2 The contract between you and us

The General Terms form a legally binding contract between you and us, which you accept by checking the box when you create an Account.

3 Changes to the General Terms

3.1 We may change the General Terms at any time, for example to correct information, reflect changes to the Services or our business practices, or to comply with applicable law or a change in our regulatory requirements. 

3.2 If we make any material changes to the General Terms, you will be required to expressly accept them the next time you log in. If you don’t agree to the changes then you should stop using the Services and you may request a withdrawal of any positive balance on your Account. 

3.3 Any bet you place on the Website and Games will be governed by the version of the General Terms (including Game rules) valid at the time of the bet's acceptance. We will not change the Game rules during a Game session, unless we notify you of the change before you place a bet.

4 Our license details

We are registered with number OPIG1232716 with the Alcohol and Gaming Commission of Ontario (“AGCO”) to operate and provide the Services in the Province of Ontario. The Services are conducted and managed by iGaming Ontario, a subsidiary of AGCO that conducts and manages internet gaming in the Province of Ontario, and TSG has been appointed and authorized by iGaming Ontario to operate and provide the Services on behalf of and as agent for iGaming Ontario.

5 Website(s)

6 Account Requirements

6.1 To create and use an Account you must: 

6.1.1 be at least 19 years of age; 

6.1.2 be an individual who is a resident of the Province of Ontario; 

6.1.3 not be a resident of Afghanistan, Curacao, Cyprus, Ethiopia, Iran, North Korea, Iraq, Kuwait, Somalia, Syria, U.S.A, Yemen or any other jurisdiction where your participation would be in conflict with any applicable law or any other rules, including those laws relating to online gaming (this does not affect Section 6.1.2 in any way); 

6.1.4 be physically located in the Province of Ontario when playing Games; 

6.1.5 not be an individual who is restricted from accessing the Services as a condition of a court order; 

6.1.6 not be an officer, member of the board of directors, or partner of PokerStars; 

6.1.7 not be an executive or staff of a trade union, if any, who represent or negotiate on behalf of employees employed at PokerStars; 

6.1.8 not be a member or employee of AGCO; 

6.1.9 not be an officer, member of the board of directors, or employee of the Ontario Lottery and Gaming Corporation, or iGaming Ontario; 

6.1.10 not be an employee of any person who maintains or repairs gaming equipment for PokerStars; 

6.1.11 not previously have held an Account that has been closed by us for a Prohibited Event, or had an account closed by any other company in the Flutter Group for similar reasons; 

6.1.12 not be an individual we have reason to believe is not permitted to access or use the Services under law (as notified by us to you). 

6.1.13 not currently be self-excluded from the Website (except where you have chosen to self-exclude only from specific products or websites and have notified us of this); and 

6.1.14 not currently be on any list of persons that would prohibit us from offering the Services to you (for example a sanctions list); 

6.1.15 register the Account in your own name, on the basis of your own freely made choice, and solely for your own personal use, entertainment and benefit, and you must be acting on your own behalf and not on behalf of or at the direction of anyone else; and 

6.1.16 ensure that your use of the Services is lawful in your jurisdiction (we are not able to verify the legality of the Services in every jurisdiction). 

6.2 By creating an Account you confirm and promise that: (a) you meet the Account Requirements at the point of registration; (b) you will continue to meet the Account Requirements for so long as you have an active Account; and (c) you will promptly tell us if you stop meeting any of the Account Requirements for any reason. 

6.3 You can only place a bet on the Website and Games after you have opened an Account, your identity has been verified, and you have deposited sufficient funds in your Account. Before participating in any Game, you will also be required to affirm that you are fit to play.

7 Personal details needed to create an Account

7.1 When you create an Account, you must as a minimum provide the following: First and last name, home address (including province, city, street address and postcode), email address, mobile number, date of birth and occupation. 

7.2 You must tell us, at the time you register and open your Account, if you are a domestic politically exposed person in Canada (“domestic PEP”), a foreign politically exposed person (“foreign PEP”), a head of an international organization (“HIO”, together with domestic and foreign PEPs, “PEP/HIO”), or the family member or close associate of a PEP or HIO (a “PEP/HIO Related Person”). You must also immediately tell us if your PEP/HIO or PEP/HIO Related Person status changes at any time while your Account is open. For the purposes of this Section: 

7.2.1 A foreign PEP includes individuals holding the following offices or positions in or on behalf of a foreign state: 

  • Head of state or head of government.
  • Member of the executive council of government or member of a legislature.
  • Deputy minister or equivalent rank.
  • Ambassador, attaché or counsellor of an ambassador.
  • Military officer with a rank of general or above.
  • President of a state-owned company or a state-owned bank.
  • Head of a government agency.
  • Judge of a supreme court, constitutional court, or other court of last resort.
  • Leader or president of a political party represented in a legislature.

7.2.2 A domestic PEP is a person who currently holds, or has held within the last five years, the following positions in or on behalf of the Canadian federal government, a Canadian provincial (or territorial) government, or a Canadian municipal government: 

  • Governor General, lieutenant governor or head of government.
  • Member of the Senate or House of Commons or member of a legislature.
  • Deputy minister or equivalent rank.
  • Ambassador, or attaché or counsellor of an ambassador.
  • Military officer with a rank of general or above.
  • President of a corporation that is wholly owned directly by Her Majesty in right of Canada or a province.
  • Head of a government agency.
  • Judge of an appellate court in a province, the Federal Court of Appeal or the Supreme Court of Canada.
  • Leader or president of a political party represented in a legislature.
  • Mayor.

7.2.3 An HIO is a person who is (or was within the past five years) the primary person who leads an international organization, and the international organization that they are or were the head of is either: 

  • An international organization established by the governments of states; or
  • An institution established by an international organization.

7.2.4 A family member of a PEP or HIO includes: 

  • Their spouse or common-law partner, or ex-spouse or former common-law partner.
  • Their biological or adoptive child(ren).
  • Their mother(s) or father(s).
  • The mother(s) or father(s) of their spouse or common-law partner (mother-in-law or father-in-law).
  • Their siblings.

7.2.5 A close associate of a PEP or HIO includes persons who: 

  • Are business partners of, or who beneficially own or control a business with a PEP or HIO.
  • Are in a romantic relationship with a PEP or HIO.
  • Are involved in financial transactions with a PEP or HIO.
  • Serve as a member of the same board as a PEP or HIO.
  • Carry out charitable works closely with a PEP or HIO.
  • Are listed as joint on a policy where one of the holders may be a PEP or HIO.

7.3 We may from time-to-time also ask for other information to comply with our legal, regulatory or internal requirements, for example to check you meet the Account Requirements or Deposit Requirements from time-to-time. 

7.4 You must ensure the details provided by you at registration are true, accurate, and up to date, and that they remain so while you have an active Account. You must promptly tell us about any changes to your details (including those which could impact the use of your Account, such as a change to your email address or bank details). You can do this in your Account.

8 When we will verify your information

8.1 To meet our regulatory, licence and other legal obligations and business requirements, we may from time to time (including during and/or at any time after registration) ask you to comply with Verification Requests. This could include providing personal details and copies of documentation such as your passport, driving license, other government-issued photo ID, utility bills and/or bank statements, attending phone or video calls, and/or recording playing sessions. 

8.2 Your identity must be verified before you will be allowed to play any Games. To do this, we will search for your details using credit reference agencies and may ask you to provide a government ID document such as your passport, driving license or national ID card.

9 Geographical restrictions

9.1 You must not attempt to circumvent any geographical requirements related to holding or using an Account (such as those in Part A Section 6). To do so would be a serious breach of the General Terms and therefore a Prohibited Event. An attempt at circumvention includes manipulating the information used by us to identify your location (such as by using a VPN) and/or providing us with false or misleading information about your location or place of residence. It is also a Prohibited Event if we discover or have reason to believe you are: 

9.1.1 accessing or attempting to access the Services from outside the Province of Ontario; or 

9.1.2 a resident of anywhere other than the Province of Ontario. 

9.2 We may detect and monitor your location to ensure that you are playing from the Province of Ontario, including while you attempt to place bets and at any other reasonable intervals determined by us.

10 Funding your Account

10.1 You may only use CAD to fund your Account and only play Games in CAD. 

10.2 All deposits into your account are subject to appropriate verifications and authorizations to ensure that they are appropriately authorized by a financial services provider. 

10.3 We do not refer Users to credit providers or imply or infer that a User should seek additional credit to play Games. 

10.4 We will provide you with the reasons for any adjustments that we make to your Account balance. 

10.5 If your Account has a negative funds balance, your Account will be suspended. No transaction will be permitted until the negative funds balance is eliminated and we will not accept any bet that could result in a negative funds balance.

11 Requesting a withdrawal

You may request a withdrawal from your Account at any time. Part B Section 9 explains how withdrawals and returns are processed and when they may be delayed.

12 Special rules about Errors, Malfunctions and Interruptions

12.1 We may make the Services unavailable until an Error, Malfunction, or Interruption is resolved. We will treat you fairly when resolving any bets impacted by these Errors, Malfunctions, or Interruptions in accordance with our policies and procedures (if you would like to know more about our policies and procedures, please contact us). 

12.2 We will respond to any Interruption relating to the Services in a way that does not disadvantage players, including by restoring the Game to its pre-failure state, if possible. This may include paying you up until the time that the Interruption arose or returning bets to you and restoring your Account balance to its position prior to the start of the Game where the Game cannot be continued after an Interruption, whichever is the better outcome for you. This may or may not include voiding the relevant transaction(s) and withholding or recovering Erroneous Credits as set out in Part B Section 18.4.

13 Additional Prohibited Events

13.1 In addition to the Prohibited Events listed elsewhere in the General Terms, you must not engage in any of the following prohibited activities in connection with the Services, which are also Prohibited Events: 

13.1.1 betting on any event overseen by the relevant sport or event governing body if you are an individual with access to non-public or exclusive information related to the event or an individual who may impact the outcome of the event or bet type; 

13.1.2 betting on events overseen by the relevant sport or event governing body if you are an athlete, coach, manager, owner, and anyone with sufficient authority to influence the outcome of the event; 

13.1.3 betting on any event overseen by the sports governing body or any event in which a member team of that sport or event governing body participates if you are an owner of the sports governing body or member team; or 13.1.4 compiling betting odds for any event or competition in which you are involved in. 

13.2 If requested by you, we will provide you with information about our policies and procedures to deter, prevent and detect unfair behaviour, cheating and collusion, including the suspension or disabling of Accounts. You can report any Prohibited Event here.

14 Prohibited Events - when we will void transactions and recover or not pay out winnings

14.1 Part B Section 14 explains what the Prohibited Events are, and Part B Section 17 explains when we will restrict, suspend or close your Account for Prohibited Events. If we discover or determine (acting reasonably) that you have engaged in any Prohibited Event then: 

14.1.1 we will (a) void any transactions (including, if applicable, bets and Virtual Items); and/or (b) withhold all or part of any balance on any Account used by you and any winnings, funds, rewards or other credits awarded to you, in each case to the extent the relevant transactions/balance/winnings/funds/rewards/credits are attributable to such Prohibited Event; 

14.1.2 if we ask you to, you must repay all or part of any such balance, winnings, funds, rewards or other credits that you have withdrawn or used, or any chargebacks attributable to such Prohibited Event; and 

14.1.3 unless prohibited by applicable law, we may use any such withheld or repaid balance, winnings, funds, rewards or other credits for any reason, including to compensate any Users that may be affected by any Prohibited Event.

15 How we deal with dormant Accounts

If your Account has a positive balance and you have not logged in or out of it and/or have not made any transactions on it for a consecutive period of 24 months or more, then it will be deemed to be “dormant”. If your Account is or becomes dormant, we will attempt to repay your balance to the last payment method used by you. If that payment method is not available, we will contact you (using the details we hold for you) to try and return your balance to another payment method (which must be approved by us in accordance with the General Terms).

16 Closing your Account for convenience

16.1 You may at any time ask us to close your Account. To do so, please contact us

16.2 We may close your Account at any time for any reason by giving you 7 days’ written notice. 

16.3 Closing your Account (in any way) means that it is “deactivated”.

17 Our maximum liability to you

Except under Part B Section 21.1 and save in respect of any winnings lawfully due to you, our maximum liability to you under the General Terms in relation to any one incident or series of related incidents is limited to: (a) where such liability relates to a specific stake, bet or wager, the value of such stake, bet or wager paid by you; (b) where such liability relates to the misapplication by us of funds in your Account, the amount that has been lost or misplaced by us; or (c) in any other case CAD 2,000.

18 How to get help with or make a complaint about the Services

18.1 If you need to contact us, either with a general query or to make a complaint, please contact support. You can also search questions via the Help Center. Our customer support representatives will ensure your query or complaint is answered or referred to the appropriate specialist team. We will work with you to resolve any dispute or complaint within 90 days of receiving notice from you of the dispute or complaint.

18.2 Should you feel your dispute or complaint has not been satisfactorily handled or resolved by us, then you may, any time after you have received our final decision, refer the matter (along with the case file generated by us) to iGaming Ontario, who can be contacted at: By email: igaming@igamingontario.ca 
By phone: Greater Toronto Area: 416 326-8283 or Toll-free: 1 833 55-iGame / 1 833 554-4263 (in Canada & US only)

19 Governing law and jurisdiction

19.1 The General Terms are governed by the laws of the Province of Ontario and the laws of Canada applicable therein. 

19.2 The courts of the Province of Ontario will have exclusive jurisdiction in relation to any claim, dispute or difference concerning the General Terms and any matter arising under them.

20 Prevailing language

The English language version of the General Terms will take precedence if there is any discrepancy between any translated versions of the General Terms.

INFORMATION ABOUT GAMES AND SERVICES

21 Availability of the Services

Except for our responsibility under Part B Section 21.1, the Services are provided on an “as is” and “as available” basis. We do not guarantee which Games or other products will be available via the Website at any time. We may suspend, modify, or remove in whole or part and/or add a product to the Services in our discretion. Where possible this will be on prior notice to you, however some amendments to the Services may need to be made with immediate effect and without notice (for example if any urgent maintenance is required).

22 Home Games

“Home Games” replicates the poker experience you would have with your friends at home, by enabling Users to set up and join poker clubs. By checking to confirm you’ve read and understood the General Terms, you are also confirming that you have read and understood our Home Games Rules, which are incorporated into the General Terms by reference. The Home Games Rules are important. You should read them carefully and in full before accepting the General Terms and use them as a point of reference from time to time. Whenever you play Home Games, the Home Games Rules apply in addition to the General Terms and all references to the General Terms include the Home Games Rules.

23 PokerStars Sports

By checking to confirm you’ve read and understood the General Terms, you are also confirming that you have read and understood our Sports Rules, which apply to your access and use of PokerStars Sports and are incorporated into the General Terms by reference. The Sports Rules are important. You should read them carefully and in full before accepting the General Terms and use them as a point of reference from time to time. Whenever you play on PokerStars Sports, the Sports Rules apply in addition to the General Terms and all references to the General Terms include the Sports Rules.

24 Third Party Terms

Where applicable, Third Party Terms can be found within the relevant Game, and you should review and ensure you agree to them before playing the Game. By playing the Game, we will deem you to have accepted and be bound by such Third Party Terms. If you do not accept the Third Party Terms, you should not play that Game.

PART B: GENERALLY APPLICABLE TERMS

SETTING UP YOUR ACCOUNT

1 How to create an Account

1.1 You need to create an Account to use certain Services. You can do this by clicking ‘Join’ and following the on-screen instructions. You will need to choose a Username and secret password. 

1.2 There is no payment required for downloading or accessing the Services or Software or creating an Account. The costs of playing the Games are set out on the Website and in the Gaming Platform. 

1.3 We are under no obligation to open any Account. We may refuse to open an Account for any reason (including failure to meet any Account Requirements).

2 Account security and your choice of Username

2.1 You must maintain the confidentiality and security of your Login Credentials, and not disclose your Login Credentials to anyone. You are solely responsible for all use of the Services under your Login Credentials, whether or not authorised by you (unless such use is directly caused by our failure to exercise reasonable care and skill). If young people are sharing or have access to your devices, you should install parental control software. We recommend that you use a strong password and you change it on a regular basis. You must tell us about any unauthorised use of your Login Credentials or Account as soon as you suspect or become aware of it. 

2.2 Users are only allowed one, unique Username across all Services. Your Username and any avatar, image or other name you choose to use in connection with the Services must not include any Unauthorised Content. You grant us, for the benefit of the Flutter Group, a worldwide, irrevocable, transferable, royalty free, sublicensable license to use those items for any purpose connected with the Services.

3 How we deal with Duplicate Accounts

3.1 You are only allowed to register one Account for play across all the Websites, and you must only use the Services with such single Account. All additional Accounts will be classified as "Duplicate Accounts". 

3.2 If we discover that you hold one or more Duplicate Accounts, we will close each Duplicate Account, leaving you with only a single Account. Acting reasonably, we will determine which is the Account to leave open, and which are the Duplicate Accounts to close. 

3.3 If we discover that you have deliberately or fraudulently opened one or more Duplicate Accounts, then that will be a Prohibited Event and we will close all your Accounts and take other appropriate action as set out in Part B Section 17 and Part A Section 14.

HOW YOUR FUNDS ARE MANAGED

4 Deposits

4.1 Subject to the General Terms, you may hold an Account and deposit or withdraw funds to and from it in the currencies and payment methods available on the Website from time to time. 

4.2 The “Deposit Requirements” are that you must:

4.2.1 make deposits to your Account using a payment card, account or wallet that is held in your own personal name; 

4.2.2 if requested, prove that the name on the payment card, account or wallet used to make deposits corresponds to the name used for your Account; 

4.2.3 be the rightful owner of the money which you deposit in your Account; 

4.2.4 not deposit any money into your Account which originates from criminal or other unlawful or illegal activities, or use such money to make transactions via the Services; and 

4.2.5 without limiting any of the above, not use a stolen, cloned or otherwise unauthorised payment method as a source of funds in connection with your Account or any transactions made via the Services. 

4.3 A minimum and/or a maximum may apply to the amount that you can deposit into your Account in a single transaction using certain payment methods. If applicable, the amounts will be stated on the Website and/or in the Gaming Platform. 

4.4 Your deposit will be available in your Account as soon as your bank or other payment method authorises the amount you choose to deposit. We give no guarantees about the amount of time needed to complete processing, because it is an Event Outside Our Control.

5 Balances

5.1 Account balances are kept in segregated accounts and are not used by us for operational expenses. This ensures that your funds are always available for you to withdraw in accordance with our banking and security policies and procedures, our license requirements, best practice, and the General Terms. 

5.2 We are not a bank or financial institution. Monies deposited with us will not accrue interest and we do not offer any credit.

6 Placing bets

6.1 You may only place bets up to the value of the cleared funds in your Account. 

6.2 We only accept bets made online via the Website. Bets are not accepted in any other way, including by email, post or phone, and will not be valid if received in such a way.

6.3 It is your responsibility to ensure that the details of your bet are correct. Once a bet has been confirmed by us, you cannot cancel or change it without our consent. If you've placed a bet and wish to cancel or change it, please contact us before the relevant event upon which the bet is placed has started and we will consider your request, although any decision will be at our reasonable discretion. 

6.4 No bet is placed unless you receive an on-screen message confirming that it has been received.

7 Currency conversion (where available)

7.1 If any Real Money Games are available for you to play in a currency which is different to the currency of your Account, then to play them you can add a second currency to your Account. Alternatively, you can simply attempt to join a Game in the currency you would like to add, and we will automatically add the currency and make the conversion for you. With automatic conversion selected, any time that a currency conversion is required it will be performed automatically, and you won’t be notified. A minimum conversion amount will apply, as set out on the Website and/or in the Gaming Platform. 

7.2 All currency conversions made via the Website and Gaming Platform will take place at the current prevailing rate that we offer for the transaction type in question. Where currency conversion is available, the rate of exchange we offer is the mid-market exchange rate offered by XE plus a small fee (though we may, in our discretion, waive the fee for some types of transactions). The conversion rates will be updated on a regular basis, and it is possible that different rates may be offered depending on the type of transaction and movement in currency value. We may, in our discretion, revoke or withdraw support for any particular currency without notice. 

7.3 When currency is converted, any cancelled or rejected withdrawals from your Account will be returned to you in the currency and amount you originally requested, not the converted amount (for example, if your Account is in EUR and you tried to withdraw EUR 100 converted to USD, EUR 100 will be returned to your Account). Any cancelled or rejected deposits to your Account will debited from your Account in the converted amount (for example, if your Account is in EUR and you made a deposit in USD, the EUR value will be debited from your Account), and if you don’t have enough funds in your Account to cover the debited amount you will need to top up your Account. 

7.4 You should be aware of fluctuations in the exchange rate and the impact this could have on your available funds. Where currency conversion is available for your Account, it is your responsibility to check the applicable rates before proceeding with transactions involving currency conversion. We are not responsible for gains or losses incurred by making currency conversions through the Services. 

7.5 We are not a currency exchange. Where available, currency conversion via your Account is only to facilitate genuine gameplay. You must not use your Account or any other part of the Services to engage in currency trading, speculation or arbitrage (to do so would be a serious breach of the General Terms and therefore a Prohibited Event). 

7.6 We will take action to help maintain the integrity of any available currency conversion facilities. This could include: 

7.6.1 declining or reversing any currency conversion transactions made via your Account; 

7.6.2 limiting the number of currencies held in your Account and/or the amount of money that you may convert between currencies; 

7.6.3 if permitted by the relevant license, requiring any converted funds in your Account to be used for playing Real Money Games before being withdrawn, transferred (where transfers are available) or used for any other purpose; and/or 

7.6.4 retroactively applying any fee which was waived as part of a currency conversion transaction.

8 Winnings and taxes

8.1 Subject to the General Terms (including any right to void any transactions and recover or not pay out any balance, winnings, funds, rewards or other credits under the General Terms), we will credit your Account with your winnings as soon as practicable. 

8.2 You are solely responsible for reporting your winnings and losses if required by any law, regulation or relevant authority (including any tax authority) applicable to you, and for paying any taxes that may be payable on any funds or prizes awarded to you through your use of the Services. We do not provide advice about tax regulatory or legal matters. If you need any such advice, you should contact appropriate advisors and/or authorities independently. 

8.3 If any sales or value-added tax applies to any payments made by you in connection with your use of the Services, such payments shall be treated as inclusive of all such tax.

9 How withdrawals and returns are processed

9.1 Each withdrawal request, and any return to you of funds, will be processed so long as: 

9.2 all payments made into your Account have been confirmed as cleared and are not the subject of any charge-back, reversal or other cancellation claim; and 

9.2.1 there is no ongoing (or, where applicable, completed) investigation into: 

a) any Error, Malfunction or Interruption related to your use of the Services; or 

b) your involvement in any Prohibited Event. 

9.3 If there is an ongoing investigation into any Error, Malfunction or Interruption or suspected Prohibited Event related to your use of the Services, the withdrawal will not go through unless and until the investigation has been resolved to our reasonable satisfaction. Part B Section 10 explains when we will void transactions and recover or not pay out winnings, funds, rewards or other credits resulting from any Error, Malfunction or Interruption related to your use of the Services. Part B Section 17 explains when we will restrict, suspend or close your Account or void transactions and recover or not pay out winnings, funds, rewards or other credits attributable to any Prohibited Event. You should read these sections carefully and ensure you understand what they mean for you.

9.4 You acknowledge that any delay in providing information we ask for in connection with any investigation may result in a delay to the processing time for the withdrawal or return. 

9.5 To request a withdrawal, log into your Account and follow the on-screen instructions. The withdrawal methods offered to you vary depending on your country of residence and will be notified to you on the Website and/or in the Gaming Platform. 

9.6 When you withdraw or we return any funds to you, they will be credited to the same payment method that you used to make the deposits. If that payment method is no longer available, then we will credit them to a different payment method agreed by us in accordance with the General Terms. For each payment method, withdrawals are applied back to your oldest deposit first and your most recent deposit last. When applying withdrawals back to previous deposits, they are converted to the currency your previous deposits were processed in. Withdrawals that exceed the total amount you’ve deposited are converted to the currency your last deposit with the given payment method was processed in. 

9.7 Withdrawal and return processing times vary according to the type of payment method used. We will make reasonable efforts to ensure that transfers in and out of your Account are processed in a timely manner, but we can’t guarantee the amount of time needed to complete processing (or that any estimates will be processed exactly as described), as it relies on factors outside our control.

WHEN WE WILL VOID TRANSACTIONS AND RECOVER OR NOT PAY OUT BALANCES AND WINNINGS

10 Errors, Malfunctions and Interruptions - when we will void transactions and recover or not pay winnings

10.1 We cannot guarantee the Services or Software will be free from Errors, Malfunctions or Interruptions. This Section explains our rights, if any Error, Malfunction or Interruption happens to the Services or Software while you are using them. 

10.2 Errors, Malfunctions or Interruptions in the Services or Software may or may not be apparent to us or to you at the time, and they may only come to light as and when settlement instructions, Game outcomes, winnings or withdrawal requests are investigated and analysed by us retrospectively. You must not abuse or take advantage of any Error, Malfunction or Interruption which is or becomes apparent to you (for example by exploiting it to obtain winnings). If any Error, Malfunction or Interruption is or becomes apparent to you, or you suspect that it may be occurring to any part of the Services you are using, you must stop using that part of the Services immediately and tell us about it

10.3 You must provide any information we reasonably require in connection with any investigation into any Error, Malfunction, or Interruption. 

10.4 If, as a result of an Error, Malfunction or Interruption in the Services, your Account is credited with winnings, funds, rewards and/or other credits that you would not have received were it not for that Error, Malfunction or Interruption (“Erroneous Credits”), we will void the relevant transaction and withhold or recover the Erroneous Credits. This applies even if the relevant part of the Service could have produced the same or similar amount of winnings/funds/rewards/credits absent the Error, Malfunction or Interruption and applies whether or not the Error, Malfunction or Interruption was apparent to you or to us at the time. If you have withdrawn any Erroneous Credits, you must pay them back to us as and when we ask you to. 

10.5 If, due to an Interruption, you are disconnected from a multiplayer poker Game, then you will be treated as sitting out and default actions will be taken on your behalf (for example check, fold, or the automatic posting of blinds) until you are able to re-join the relevant Game.

HOW VIRTUAL ASSETS ARE MANAGED

11 Virtual Items in Play Money Games

11.1 Some Play Money Games include virtual items such as virtual chips ("Virtual Items"). Depending on which (if any) such Game(s) is/are available on the Website, you may be able to "earn" Virtual Items through gameplay and/or "buy" them with real money. These "real world" terms are used figuratively, which means you have no right in or title to any Virtual Items, whether “earned” in a Game or “bought”. Any virtual currency or similar virtual balance shown in your Account (for example in any Play Money Games where the amount of your balance is shown in dollars) does not constitute a real-world balance or reflect any stored value, but instead represents the extent of your license to use the relevant Virtual Items in-Game. If any Game on the Website allows you to “buy” Virtual Items for real money and we send an email confirming how many Virtual Items you have bought, you should check it is correct and keep a copy for your records. 

11.2 Where it is possible to “buy” Virtual items, we may change the pricing for any such Virtual Items at any time. Prices will be stated on the Website, Gaming Platform and/or in the relevant Game. 

11.3 Virtual Items (where available) are for in-Game use only. You must not sublicense, trade, sell, or transfer Virtual Items for value of any kind outside of the relevant Game, or attempt to do any of these things (to do so would be a serious breach of the General Terms and therefore a Prohibited Event). 

11.4 Virtual Items (where available) will not be usable if either: (a) the Game in question is withdrawn for any reason; or (b) the Virtual Item in question is withdrawn for any reason. We will try to give you reasonable prior notice of any withdrawal of a Game/Virtual Item. If we do not give you such prior notice for whatever reason, you will be entitled to contact us for a refund of any unused Virtual Items that you have "purchased" with real money (but not where "earned" through gameplay) and which are affected by the withdrawal of the Game/Virtual Item. However, if we give you reasonable prior notice of a withdrawal of a Game or Virtual Item, you will not be entitled to a refund of any affected Virtual Items and we will have no further responsibility to you.

YOUR USE OF THE SERVICES

12 What we mean by ‘Unacceptable Conduct’

12.1 You must not: 

12.1.1 engage in any behaviour when using the Services which: (a) is abusive, offensive, malicious, threatening, harassing, insulting, intimidatory, defamatory, racist, discriminatory (including when playing Games or waiting for other Users to make a move in a Game, and in your general interactions with our staff or other Users); (b) is intentionally disruptive (for example by sending multiple and frequent messages to drown out legitimate chat (‘‘flooding’’) or repeatedly asking other Users for chips); or (c) could otherwise cause distress, harm or inconvenience to any other person; 

12.1.2 use the Services or Software in any way which is fraudulent, dishonest, unlawful, illegal or criminal, or may lead to the encouragement, procurement or carrying out of any fraudulent, dishonest, unlawful, illegal or criminal activity; 

12.1.3 use any Prohibited Tools and Services

12.1.4 take part in any Prohibited Player Assistance Practices or Unethical Play

12.1.5 directly or indirectly use more than one account (whether an Account or any other Flutter Group account) in the same player or prize pool at the same time (e.g. if you play on or have more than one account open at the same poker table or in the same poker tournament, you buy-in to any Game using more than one account, or you enter into any prize pool with more than one account), whether any play activity actually occurs on any such account or not (this does not affect anything we say elsewhere in the General Terms about Duplicate Accounts);

12.1.6 after elimination from any tournament or prize pool, directly or indirectly re-join the tournament or prize pool using a different Account or any other any Flutter Group account; 

12.1.7 post or share any Unauthorised Content in via any chat facilities or any other part of the Services, or in any correspondence to us; 

12.1.8 attempt to bypass any filters we apply to chat facilities on the Services (for example where we asterisk out profanities and other unacceptable words); 

12.1.9 make any public statement about any part of the Services or any company in Flutter Group which is untrue or malicious or do anything which could damage the image or reputation of the Services (including our trade marks) or any company in Flutter Group; 

12.1.10 use any part of the Services (or any information gained through it) or any Software for commercial or business purposes; or 

12.1.11 attempt to do any of the things listed in Sections 12.1.1 to 12.1.10 above. 

Each of these actions is "Unacceptable Conduct". 

12.2 You acknowledge and accept that: (i) communications you send via the Services are not private or confidential and may be viewed and used by others accessing the Services; and (ii) we will moderate any chat facilities. 

12.3 We will review chat content, keep a record of all statements made on the chat facility, and take action retrospectively if necessary. Please let us know if you have been a victim of chat abuse. We will keep your complaint anonymous and deal with every case seriously.

13 Our intellectual property and what we mean by ‘Unauthorised Use’

13.1 We are proud of the products we have created and which we make available to you, and it’s important to us (and our licensors) to protect them. Flutter Group and its licensors are the owners of all rights, title and interest, including all copyright, trade secrets, trade marks and other intellectual property rights, in and to the Services and Software. All such rights are reserved. 

13.2 Subject to the General Terms we grant you a royalty-free, limited, non-exclusive, non-transferable, non-sublicensable, revocable right to install and use the Gaming Platform on your device and to play Games. This license is granted for your private personal use only. 

13.3 You must only use the Gaming Platform in accordance with its intended functionality and these General Terms. Without limiting the previous sentence, you must not, except to the extent permitted by applicable laws: 

13.3.1 copy, distribute, publish, interfere with, reverse engineer, decompile, disassemble, modify, or translate the Software or Services in any way; 

13.3.2 access the source code of the Software or Services, whether to create derivative works or otherwise; 

13.3.3 extract any Software from the Services; 

13.3.4 sell, assign, sublicense, transfer, distribute or lease any Software or any part of the Services; 

13.3.5 make any Software or any part of the Services available to any third party through a computer network or otherwise; 

13.3.6 export any Software or any part of the Services to any country (whether by physical or electronic means); 

13.3.7 attempt to gain unauthorised access to the Website or Gaming Platform, the servers on which the Website/Gaming Platform are stored, or any server computer or database connected to the Website or Gaming Platform; 

13.3.8 use our trade marks, content or other intellectual property without our permission; or 

13.3.9 attempt to do any of the things listed in Sections 13.3.1 to 13.3.8 above. 

Each of these actions is an "Unauthorised Use".

14 Prohibited Events

14.1 The following are "Prohibited Events": 

14.1.1 if at any time you provide incorrect or misleading registration details for your Account; 

14.1.2 if at any time you do not meet or fail to comply with any of the Account Requirements; 

14.1.3 if at any time you fail to comply with any Verification Request and/or any other check or request for information reasonably required to meet our legal, regulatory or internal requirements; 

14.1.4 if you deliberately or fraudulently open one or more Duplicate Accounts; 

14.1.5 if we discover or have reason to believe that the security of your Account has been breached (unless caused directly by our failure to exercise reasonable care and skill), for example because you have failed to maintain the confidentiality and security of your Login Credentials; 

14.1.6 if we discover or have reason to believe you have breached the security of someone else’s Account (for example you have used someone else’s Account without their permission); 

14.1.7 if at any time you do not meet or fail to comply with any of the Deposit Requirements; 

14.1.8 if we receive a fraudulent “charge back” and/or "return" notification via a deposit method used on your Account; 

14.1.9 if we discover or have reason to believe that you have engaged in any Unacceptable Conduct

14.1.10 if we discover or have reason to believe that you have engaged in any Unauthorised Use

14.1.11 if we discover or have reason to believe you have abused or taken advantage of any Error, Malfunction or Interruption; 

14.1.12 if you breach any Third Party Terms; or 

14.1.13 if you breach the General Terms in some other serious way (we give some examples of serious breaches throughout the General Terms – see Part B Section 7.5, Part B Section 11.3, and Part A Section 9 – but these are not the only ways serious breaches could occur), or you repeatedly breach the General Terms in such a way as to reasonably justify the opinion that your conduct is inconsistent with you having the intention or ability to give effect to the General Terms. 

14.2 You must tell us straight away if you suspect or become aware that any Prohibited Event has been or is being committed by any User, and reasonably assist us with any investigation into it (including by providing any information we reasonably request). 

15 Rules about using third party tools and services

15.1 We may (in addition to our other rights) take steps to detect and prevent the use of Prohibited Tools and Services and Prohibited Player Assistance Practices. You must not attempt to bypass, interfere with, or block such steps in any way, whether by using software designed for the purpose or otherwise (to do so would be a serious breach of the General Terms and therefore a Prohibited Event). 

15.2 We do not endorse or provide any guarantees about any Permitted Tools and Services, as they are not within our control. Your use of them is entirely at your own choice, risk and cost.

16 Our decisions about Games are final

The historical data of each Real Money Game will be recorded on our servers and in our databases. In the event of any discrepancy between a result displayed on your computer and the records on our server or in our databases, our records will prevail. You further accept that our "Instant Hand History" and "Hand Replayer" features will not be considered as the official historical record of any hand.

ACCOUNT CLOSURE, RESTRICTION AND SUSPENSION

17 When we will restrict, suspend or close your Account for Prohibited Events

17.1 We will restrict or suspend your Account, your ability to play Real Money Games, and/or any other aspect of your access to or use of the Services, where we have reason to believe that you have been involved, or are likely to be involved, in a Prohibited Event

A “restriction” is where a limitation is placed on your access to or use of a particular product, feature or part of the Services or your Account. An example of a restriction is that if you take part in Unethical Play, we will restrict seating and/or prohibit Users from playing at a particular poker table or in a particular tournament (this may include restricting two or more Users from playing together at the same table or in the same tournament and does not affect any other actions we are allowed to take under the General Terms). Other examples are described throughout the General Terms. 

A “suspension” is where you are temporarily prevented from accessing your Account or the Services as a whole.

17.2 Your use of the Services/Account will remain restricted/suspended while the matter is investigated and/or until our checks have been completed. If the investigation results in our decision (acting reasonably) that the issue has been resolved to our satisfaction, we will lift the restrictions/suspension (either in full or in part). However, if the investigation results in our decision (acting reasonably) that you have been involved in any Prohibited Event, then we will permanently restrict or close your use of the Services/Account.

17.3 If we restrict, suspend or close your use of the Services/Account under this Section 19 then:

17.3.1 we may notify other companies in the Flutter Group and any account(s) you hold with them may also be restricted, suspended or closed;

17.3.2 you may be temporarily or permanently excluded from access to services/products offered by other companies in the Flutter Group (including live events where applicable); and 

17.3.3 we will if appropriate report you to the relevant authorities or other third parties, and/or take legal action against you. 

17.4 Your funds cannot be accessed or withdrawn during periods of suspension, and any balance will remain in your Account. 

17.5 If you have engaged in any illegal activity, we are under no obligation to permit you to withdraw or return to you any funds in your Account.

18 Other ways your Account can be restricted, suspended or closed by us for cause

18.1 We will restrict, suspend or close your Account, the Services (in full or part) or your access to or use of them, if required for legal or regulatory reasons or if we reasonably believe there to be a security risk.

19 What happens when your Account is closed for any reason

You remain responsible for activities using your Account until it is closed. We will tell you when your Account will be closed and we will return any positive balance on your Account at that time, unless we have a right to delay the return, void any related transactions, or recover or not pay out any balance, winnings, funds, rewards or other credits under the General Terms.

WHEN WE ARE NOT RESPONSIBLE AND WHEN YOU MUST COMPENSATE US

20 We are not responsible for any Event Beyond Our Control

20.1 You acknowledge and accept that gambling involves an inherent risk of losing money, and we have no responsibility for any such loss.

20.1.1 Except under Section 22.1, we will not be responsible for any failure or Interruption in or to any part of the Services or the performance of our obligations under the General Terms, or for any other liability or loss, resulting from any Event Beyond Our Control. For example, we are not responsible if your connection or equipment is slower than other Users’, and it affects your performance in time critical products.

20.2 We may suspend or cancel all or any part of the Services if, despite making reasonable efforts to do so, we are not able to provide the Services or any part of them due to any Event Beyond Our Control.

21 General exclusions of and limits on our liability, and when you must compensate us

21.1 Nothing in the General Terms excludes or limits our responsibility for: 

21.1.1 our fraud or fraudulent misrepresentation; 

21.1.2 death or personal injury resulting from our negligence or the negligence of our employees or agents; or 

21.1.3 any other liability which may not be excluded by applicable law. 

21.2 Except under Section 21.1, we will not be responsible under the General Terms for any loss: 

21.2.1 that could not have been reasonably expected by you and us at the time you register your Account or enter into a transaction on the Services. In all circumstances this includes any loss of income, business, savings or profits; 

21.2.2 that you could have avoided by taking reasonable action; 

21.2.3 arising from your provision to us of any invalid, incomplete or incorrect financial or personal data; 

21.2.4 arising from any Prohibited Event; 

21.2.5 arising from your use of any Permitted Tools and Services; or 

21.2.6 arising from our restriction, closure or suspension of your Account, or our taking of any other action, in accordance with the General Terms. 

21.3 We will not be responsible to you under the General Terms, nor do we owe you a duty of care, for our compliance or non-compliance with any regulatory obligations that we may be under from time to time including those relating to safer gambling or social responsibility. 

21.4 You must compensate us for any costs, charges or losses sustained or incurred by us arising from your participation in a Prohibited Event. 

21.5 If there is a cap on our total liability to you, or your liability to us, it will be set out in Part A. Any such cap(s) on liability will not affect our responsibility under Section 21.1.

LEGAL STUFF

22 How we use your information

We process information about you in accordance with our Privacy Policy, which you should also read.

23 How we treat the General Terms

23.1 The General Terms are personal to you. You may not transfer your rights or obligations under the General Terms to anyone else. 

23.2 We may transfer any or all of our rights and/or obligations under the General Terms to another company in the Flutter Group or any other legal entity (for example if we restructure or there is a sale of our business). We will ensure that the transfer will not negatively affect your rights under the General Terms. 

23.3 If you breach the General Terms and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the General Terms (including if the same breach happens again). 

23.4 If there is any inconsistency between the provisions of the various parts of the General Terms, the order of precedence (1 taking highest precedence) is: 1) Part A; 2) Part B; 3) Part C; 4) the summary; 5) the introduction.

PART C: DEFINITIONS AND CONTENTS

1 Definitions

1.1 The following capitalised words and phrases have the following meanings in the General Terms:

Account: A User account on the Gaming Platform and/or Website (on the Website and in the Gaming Platform also referred to as “Stars Account”).

Account Requirements: The eligibility criteria for creating and using an Account, as set out in Part A Section 6 .

Deposit Requirements: The deposit requirements listed in Part B Section 4.2.

Erroneous Credits: These are defined in Part B Section 10.4 .

Error: Any omission, incompleteness, mistake or error in or relating to the Services, whether human, technical, administrative, operational, systematic, a combination of any or all of these, or otherwise. For example, the mistaken offer of incorrect prices or terms for participation in a Game.

Event Beyond Our Control: Any event beyond our reasonable control such as: (a) war, terrorist activity, riots, malicious damage, fire, flood, storm, nuclear accident, disease, epidemic or pandemic (such as Covid-19); (b) the actions of any government or authority (including the introduction of any new law, any governmental, authority or court order, rule, regulation or direction, and the refusal or revocation of any license or consent); (c) any defect, outage, slowness, capacity constraint or other deficiency affecting any telecommunications network, internet access service or device used by you to access or use the Services; (d) any delay, failure or suspension affecting any banking network or other payment processing system used in connection with the Services (including any processing delay, reprocessing or reversal of a transaction, or the seizure or freezing of funds by any by third party involved in the processing of funds); and (e) any charge or fee applied by your card issuer, bank, wallet provider, or financial institution for you making a deposit into or a withdrawal from your Account.

Flutter Group: The group of companies that are controlled, directly or indirectly, by Flutter Entertainment Plc (including us).

Games: The Real Money Games and Play Money Games (and ‘Game’ means any one of them).

Gaming Platform: The gaming platforms made available to you in connection with the Website.

Interruption: Any break in the continuity or uniformity of or interruption or delay in or to any part of the Services, for example if a Game freezes while you are playing it or you lose internet connectivity.

Login Credentials: Your Username, password, and any other security credentials used to access your Account (such as multi-factor authentication, RSA token data and any PIN, depending on what is available for the Website).

Malfunction: When any technology, software, automated process or set of instructions, data or programs used to execute specific tasks fails to operate as designed or intended. For example, when computer hardware or software deviates from its intended performance specifications or parameters, or where two pieces of software fail to interface or communicate with each other in the manner designed or intended, in either case producing a result which is not the result that was designed or intended.

Permitted Tools and Services: Any online or offline tool or service used to help improve your performance in a Game, which is not made available by us but is expressly permitted by us for use in connection with the Services, as stated on the Website and/or in the Gaming Platform.

Play Money Games: Any “play money” or play for free games available via the Website or Gaming Platform.

PokerStars/we/us/our: The relevant Flutter Group contracting party/ies, as identified in Part A Section 1.

Prohibited Events: Certain events and practices that are not allowed in relation to the Services or Software, as defined in Part B Section 14 .

Prohibited Player Assistance Practices: In connection with the Services the practices of: (a) datamining hands, results, statistics or feeds (for example observing Games without playing in order to build up a database of hand histories for future reference); (b) using hands, results, statistics or feeds acquired through datamining; or (c) mass sharing hands, results, statistics or feeds for the purpose of analysing opponents.

Prohibited Tools and Services: Any online or offline tool or service (including artificial intelligence, “bots” and other computer programs and software) which is used to execute or assist in the execution of any action relating to the Services and is designed to provide an unfair advantage to Users, including those which: (a) play without human intervention or reduce the requirement of a human to make decisions (for example by helping you decide what action to take in respect of a bet or the exact relative size of any bet or raise, including “auto-folders” and tools that randomise the size of bets); (b) offer real-time advice on what action to take; (c) share hole card data with other Users or services; (d) is targeted towards the manipulation of opponents in Games in which you are unable to choose a specific table to play on; (e) is designed for poker table selection efficiency, for example by filtering or sorting available tournaments, or automating/semi-automating the process of joining available tournaments based on opponent gameplay statistics or notes; (f) is designed for ring game selection efficiency; (g) automate mouse clicking or simulate keyboard input (“auto clickers”); (h) delay a player’s decision by either a specific or randomized amount of time; or (g) during Game play: (i) provide advice beyond a basic level (such as a large collection of tables offering recommendations beyond whether to play certain hands or not in unopened pots); (ii) are designed specifically to ease referral to reference material; or (iii) compute advanced equity calculations, such as range vs range simulators, ICM or Nash Equilibrium-based programs.

Real Money Games: The real money gaming and gambling products available via the Website and Gaming Platform.

Services: The Website, Gaming Platform and Games.

Software: All software underlying the Services (whether downloadable or not).

Third Party Terms: Some of the Games we make available to you are licensed to us by third parties, and sometimes those third parties apply additional terms to the use of those Games – these are the “Third Party Terms”.

Unacceptable Conduct: This is defined in Part B Section 12.1 

Unauthorised Content: Any content (including photographs, images and text) which: (a) is offensive, racist, discriminatory, blasphemous, pornographic, obscene, vulgar, profane, indecent, abusive, threatening, harassing, insulting, intimidatory, defamatory, expresses or is liable to incite racism, bigotry or hatred, unlawful or illegal; (b) advertises, promotes or otherwise relates to any online or offline ventures, products or services other than the Services; (c) infringes any intellectual property, privacy, image or other rights; and/or (d) you’re not permitted to use.

Unauthorised Use: This is defined in Part B Section 13.3.

Unethical Play: Cheating, collusion, team play, game manipulation, or other unethical play of any kind when using the Services, including: (a) sharing poker hole cards; (b) playing less aggressively against a partner in a poker Game (“soft playing”); (c) playing a Game a certain way for the benefit of another User, for example by intentionally losing a poker hand in order to deliberately transfer chips to another User ("chip-dumping"); (d) intentionally manipulating play in order to end a poker Game quickly or prematurely (for example “flipping”); (e) card counting (except in peer-to-peer poker Games); and/or (f) during Game play, discussing table strategies, chatting about the hand in play, or engaging in any other communication that might give an advantage to other Users.

User: Any end user of any Services (including you).

Username: The unique username used for your Account login/identity.

Verification Requests: Any request for you to prove you are who you claim to be, including any request for you to prove your identity, addresses, age, circumstances, funds and/or other details.

Virtual Items: Certain virtual items within Games, as defined in Part B Section 11.1 .

Website: The website(s) listed in Part A Section 5 and any related mobile sites and apps.

You: You as the User of the Services.

1.2 The terms include, including, for example, such as and in particular or any similar expressions used in the General Terms mean something is illustrative only, and they do not limit the scope of the words preceding them. 

1.3 Headings used in the General Terms are for convenience only, to help you find your way around the document and understand what the relevant section is mainly about. They do not affect the interpretation of the General Terms.

2 Contents

PART A: WEBSITE SPECIFIC TERMS

INFORMATION ABOUT YOUR ACCOUNT AND YOUR CONTRACT WITH US 

1. Who we are

2. The contract between you and us 

3. Changes to the General Terms 

4. Our license details 

5. Website(s) 

6. Account Requirements 

7. Personal details needed to create an Account 

8. When we will verify your information 

9. Geographical restrictions 

10. Funding your Account 

11. Requesting a withdrawal 

12. Special rules about Errors, Malfunctions and Interruptions 

13. Additional Prohibited Events 

14. Prohibited Events - when we will void transactions and recover or not pay out winnings 

15. How we deal with dormant Accounts 

16. Closing your Account for convenience 

17. Our maximum liability to you 

18. How to get help with or make a complaint about the Services 

19. Governing law and jurisdiction 

20. Prevailing language 

INFORMATION ABOUT GAMES AND SERVICES 

21. Availability of the Services 

22. Home Games 

23. PokerStars Sports 

24. Third Party Terms 

PART B: GENERALLY APPLICABLE TERMS SETTING UP YOUR ACCOUNT 

1. How to create an Account 

2. Account security and your choice of Username 

3. How we deal with Duplicate Accounts HOW YOUR FUNDS ARE MANAGED 

4. Deposits 

5. Balances 

6. Placing bets 

7. Currency conversion 

8. Winnings and taxes 

9. How withdrawals and returns are processed 

WHEN WE WILL VOID TRANSACTIONS AND RECOVER OR NOT PAY OUT BALANCES AND WINNINGS 

10. Errors, Malfunctions and Interruptions - when we will void transactions and recover or not pay winnings HOW VIRTUAL ASSETS ARE MANAGED 

11. Virtual Items YOUR USE OF THE SERVICES 

12. What we mean by ‘Unacceptable Conduct’ 

13. Our intellectual property and what we mean by ‘Unauthorised Use’ 

14. Prohibited Events 

15. Rules about using third party tools and services 

16. Our decisions about Games are final 

ACCOUNT CLOSURE, RESTRICTION AND SUSPENSION 

17. When we will restrict, suspend or close your Account for Prohibited Events 

18. Other ways your Account can be restricted, suspended or closed by us for cause 

19. What happens when your Account is closed for any reason 

WHEN WE ARE NOT RESPONSIBLE AND WHEN YOU MUST COMPENSATE US 

20. We are not responsible for any Event Beyond Our Control

21. General exclusions of and limits on our liability, and when you must compensate us 

LEGAL STUFF 

22. How we use your information 

23. How we treat the General Terms 

Back to Essential Bits

Version no: 1.1

In force from: February 15, 2024