Security Related Frequently Asked Questions

Identity verification documents are requested in order to enhance the security of your account and to comply with the terms of our Isle of Man licensing agreement.

As long as the documents you send are valid and clear to read, they should be fine. Here are some examples of acceptable and unacceptable documents:

Example 1:
An unacceptable, badly cropped image:

An acceptable, correctly cropped image:

Example 2:
An unacceptable blurry/out of focus ID, with details masked:

An acceptable, non-blurry/in focus ID with no details masked:

The best way to send your documents is via the desktop client. Once logged in, please navigate to ‘Help’ > ‘Contact Support’ > ‘Open Contact Support Form’. Here you can browse to files on your computer and upload them directly to us. Please ensure you select the correct category ‘Security’ > 'Age Verification’.

You can also send documents by email to Verification using the email address associated with your Stars Account.

You may send your documents as JPEG picture files. We also accept PDF, TIFF and DOC files. Please ensure that the size of the file is no greater than 5 MB, if necessary send multiple emails.

We accept the following government issued ID*:

• National Passport
• Government-issued ID card
• Driving License
• Forces ID card
• Citizen-Card T or PASS Card

*Please note that documents may vary by country.

We accept the following proofs of address:

• Gas, water, electric, cable TV or phone bill - no older than three months
• Bank statement - no older than three months
• Credit card statement - no older than three months
• Household or motor insurance certificate (no older than 12 months).

* Please note that documents may vary by country. The document must show the name and address of the addressee as well as the date of issue.

We would like to reassure you that we operate under a strict privacy policy. Any documents you send will be handled by trained staff and stored in a secure location in accordance with the Data Protection laws with which we have to comply.

If you receive a similar error message, your account will need to pass an additional Security review.

In order to assist us with this review, we ask you to first check the inbox of your registered email account and provide us with the explanations and/or documentation requested in the email. Should you need to provide documentation, you may do so following the instructions below:

• Log into your account via the desktop client
• Navigate to ‘Help > Contact Support’ Open Contact Support Form’
• In the pop-up screen that will appear select ‘Security’ and the ‘Security Document Request’ sub-category
• Browse to files on your computer and upload them directly to us.
• Please ensure you specify ‘Deposit issues’ in the Subject line and add you add any explanation requested in the Comments section of the pop-up.

If you are not able to log into your account please scan or make a digital photo of your ID (front and back) and send it to Security, or fax to:

BetStars
Attn: Security
Fax: 1-800-631-9050 (Toll free for U.S. & Canada)
Fax: 00 800-7653-7782 (Toll free for UK, France & Italy)
Fax: 00 44-1624-630899 (All other countries)

*** Please remember to include your username on all the pages if you send a fax in order to allow us to rapidly locate your account.

Please allow us up to 72 hours to review your case.  In the event we require further information we will reply with the request as soon as we can.  If no further review is necessary, we will notify you via email when your account has been cleared for all real money transactions.

You are being asked this information because a relationship has been established between your account and another account currently under review.  These types of reviews are common and necessary in order to ensure the safety of players’ accounts and integrity of our site.

Based on your account standing you may be able to personally increase your deposit limits directly from the Cashier. To do so you will need to log into your account and select the Cashier button. Select ‘Increase Deposit Limits’ to raise your deposit limits.

You can also follow this link.

Note: You must have successfully deposited with the selected method before being eligible for an increase and you would also need to have exhausted your current deposit limits.

If you are unable to increase your limits via the software then you will need to contact Security for your request to be reviewed. Please email your request to Security together with a scanned copy of your Government issued ID, and copies of your credit card and bank statements if you use the following deposit methods: Echeck ELV, Credit Cards (VISA, MasterCard etc).

No. Once you have self-imposed a weekly deposit limit and confirmed it by entering your password, we are unable to override it or modify it. The new deposit limit cannot be modified for the next 7 days. Once said time period has expired, you can remove the self-imposed limit by selecting ‘Cashier > Restrict Deposit Limits’ and on the pop-up screen that appears click on the’ Remove Self imposed Limit'.

Due to the nature of this deposit method (Instant eCheck), we may not always be able to provide it as a deposit option. If the option is not showing on your Cashier screen we are unable to offer it to you as a deposit option at the present time. Also note that we will often change the deposit options available to players based on account standing.

Please log into your account and make a deposit via the Cashier to cover the negative balance, using deposit options available to you at that stage.

If you do not know the reason for the return, please contact Support for assistance and more information.

The descriptor that appears on your bank statement for transactions to and from your Stars Account is displayed in your cashier confirmation email.

We try our best to provide accurate descriptors, however on rare occasions our payment processors change these descriptors without warning. Please contact Support if you see an unusual descriptor on your bank statement that you believe may relate to a BetStars transaction. Please also be aware that your financial institution may abbreviate the descriptor.

If your eCheck deposit is not available for you to play it is possible that you had a return in the past and thus your deposit will not be available for you to play until after 10 days when it has fully settled into our account. Please only email Security if none of your previous deposits have been returned.

Eligibility to instant access to Echeck deposits is reviewed periodically on player’s accounts and the privilege is reinstated automatically based account standing.

Please send an email to Security with the subject line ‘Remove eCheck account information’ and we will assist you further.

Your account may need to pass an additional security review prior to your withdrawal being processed.  In order to assist us with this review, we ask you to upload a copy of your government issued ID via the desktop client if you have not done so already, following the instructions below:

• Log into your account via the BetStars Client
• Navigate to ‘Help’ > ‘Contact Support’ > ‘Open Contact Support Form’
• In the pop-up screen that will appear select ‘Security’ and the ‘Security Documents Request’ sub-category
• Browse to files on your computer and upload them directly to us.
• Please ensure you specify ‘Withdrawal Issues’ in the Subject line.

If the withdrawal method/account you are offered by default in the ‘Cashier’ screen is no longer a valid withdrawal option for you, you will need to have this method/account blocked by Security.

To enable us to swiftly handle your request, please email Security from your registered email address, explaining the reason why the method in question is no longer available to you and/or why you wish to block such method. Please do so before you submit your withdrawal request and be advised that that once a deposit/withdrawal method is blocked, you will NOT be able to use again that particular account /method within the BetStars system.

Before submitting your withdrawal request we advise that you first email Security from your registered email address explaining the reasons behind the likely country mismatch.

Players are allowed to have only one pending withdrawal per payment method at any one time.

If you already have a withdrawal request pending to be processed, and wish to submit a second/new withdrawal request through the same method, you will first have to cancel your existing request and submit a new withdrawal request for the combined amount.

To cancel your previous withdrawal you will need to access the Cashier, select the 'Pending Withdrawals' button and follow the on-screen instructions. Note, you will be asked to confirm your password.

If you do not wish to cancel your pending request, please select a different withdrawal method "if available" or wait until the pending request has been processed.

If you would like to cancel a pending withdrawal request, there are two ways you may do so from the BetStars Cashier:

Simply log in to your Stars Account, visit the Cashier, select ‘Pending Withdrawals’ and then the 'Cancel Pending Withdrawals' option, which is found under your personal information table. You will be presented with a list of your pending withdrawals. Select the transaction(s) you wish to cancel and click on the 'Cancel Selected Withdrawals' button.

Yes, this is possible, however the pending withdrawal will need to be cancelled, and you will need to resubmit a new withdrawal after you make the required address changes.

You can cancel your pending withdrawal request/s from the same pop-up by selecting the ‘View/Cancel Pending Withdrawals’ button, or wait until all pending withdrawals have been processed to make the required amendments.

If your withdrawal request does not appear in your account’s transaction history it is probably because it is under review by our Security department. This is a routine procedure which can take up to 72 hours. Should there be any issues with your withdrawal request as a result of said review, you will be contacted by a member of the Security team at your registered email address and advised on the next steps. There is no need to contact Security unless 72 hours have passed since your initial withdrawal request.

Please note that the ‘VISA’ withdrawal option is only available if:

• You have made at least one purchase with a CFT eligible VISA in the last six months
• Your VISA card has not expired or is due to expire in the current month
  • Your withdrawal request to VISA is between USD 100 to USD 6,500 (please check with your card issuer for individual limits).
  • Withdrawals to VISA will be automatically converted by BetStars from your Stars Account currency into the currency of the most recent CFT eligible VISA deposit.

It depends on the payment method that has been used to process your withdrawal. For full details on processing times and waiting times please refer to our Withdraw Policy.

If you would like to update your name because it is spelled incorrectly, because there is a name/middle name missing or because your name has changed (as a result of marriage or divorce for example), we kindly ask you to upload a copy of your government issued ID via the BetStars Client, following the instructions below:

• Log into your account via the desktop Client.
• Navigate to ‘Help’ > ‘Contact Support’ > ‘Open Contact Support Form’..
• In the pop-up screen that will appear select ‘Security’ and the ‘Security Document Request’ sub-category.
• Browse to files on your computer and upload them directly to us.
• Please ensure you specify ‘Change of Name’ in the Subject line and that you include the reasons for the name change request in the body of the message.

* In the case of name change due to marriage or divorce please ensure that you also provide the relevant marriage/divorce certificate or other court records showing birth name and present name. If you are not able to log into your account please scan or make a digital photo of the requested documents and send these to Security.

To change the country registered in your Stars Account, we kindly ask you to upload via the desktop client a copy of your government issued ID and a valid proof of address showing your name and address in the new country of residence.

To upload your documents please follow the instructions below:

• Log into your account via the desktop Client.
• Navigate to ‘Help’ > ‘Contact Support’ > Open Contact Support Form’..
• In the pop-up screen that will appear select ‘Security’ and the ‘Security Documents Request’ sub-category
• Browse to files on your computer and upload them directly to us.
• Please ensure you specify ‘Change of Country’ in the Subject line, and that you include the reasons for your request in the body of the message.

Please note that you may personally change or update the home address registered in your Stars Account in a few easy steps:

• Log into your account via the desktop client.
• Navigate to ‘Account’ > ’Address’ and enter your new address then click ‘Apply’.

You will be able to enter your date of birth personally from the Client only if you have never registered a date of birth before.

To update a date of birth already registered in your account, we kindly ask you to upload via the BetStars Client a copy of your government issued ID following the instructions below:

• Log into your account via the desktop Client.
• Navigate to ‘Help > ‘Contact Support’ Open Contact Support Form’.
• In the pop-up screen that will appear select ‘Security’ and the ‘Security Documents Request’ sub-category.
• Browse to files on your computer and upload them directly to us.
• Please ensure you specify ‘Change of DOB’ in the Subject line, and that you include the reasons for your request in the body of the message.

Alternatively please email us the document requested at Security including the same subject line and explanation mentioned above.

To enable us to swiftly handle your request, please email Security from your registered email address stating ‘Remove bank account information’ in your subject line.

Please also ensure that you include in your email the new account number/relevant details and an explanation for the change request.

Players are only allowed one Stars Account. Having more than one account is and will be considered as a breach of our Terms of Service.

No. Sharing your account with anyone or using someone else’s account to access the software or place bets is strictly forbidden and in clear violation of our Terms of Service.

Please email Support requesting to have your account closed and including the reason behind your decision.

It is important to note that having your account closed does not entitle you to open a new account on BetStars.

We currently offer a variety of methods to increase the security of your account. The methods are: Security Questions, Stars PIN, SMS Validation and RSA token.

1. Security Questions:  You can enable security questions, which you will be required to answer when potential irregularities concerning the operation of your account are detected. These may also be used to reset your password.

Additional information can be found here.

2. Stars PIN: 

A Stars PIN is a six digit number issued by BetStars in addition to your password. Once the PIN is set you will be required to enter the Stars PIN number by clicking an on-screen keypad each time you login. This PIN may also be required elsewhere, such as Cashier-related transactions.

Additional information can be found here.

3: SMS Validation:

When activated, you will receive an SMS text message containing a code. When potential irregularities with the operation of your account are detected, this code will be used as secondary authentication on your account to improve account security

Additional information can be found here.

4: RSA Security Token:

RSA is two-factor authentication technology that is used to protect network resources. The authentication is based on two factors - something you know (password ) and something you have (an authenticator).

Security tokens may be purchased in the VIP Store and represent the highest form of account security when used in conjunction with your account PIN and password

Additional information can be found here.

BetStars will never ask you for your password in an email. The only place where your BetStars password will be requested is in the software. If you have any doubt about the authenticity of an email, please forward it to Support and you will be advised if the email is genuine.

For more information on ways of retrieving your Stars ID please click here.

For more information on how to change or retrieve account passwords please click here.

Please contact Security quoting the error message ‘71/1001’ in the subject line for assistance regarding this issue.

Please contact Security quoting the error message in the title and attach the BetStars software log files to your email.

To retrieve your log files, please load the desktop client (Note: login is not required to carry out this action).

From the lobby, please navigate to 'Help' > 'Log Files', then select 'Send Log Files. This will automatically send the files to us.

Alternatively, you can select 'Save log files as ZIP...' and your log files will then automatically be saved as a .zip file on your hard drive.

To do this, simply follow these instructions:

1. Open the desktop client
2. Go to Help
3. Go to Log Files
4. Scroll down to ‘Save Log Files as ZIP...’
5. Save the file to your Desktop by selecting ‘Zip & Save’
6. Reply to this email and click on Attach File (or similar option)
7. Select the ZIP file located in your Desktop
8. Click OK and send the email

* It is important that you send us these files as soon as you can as they are kept on your hard drive only for a period of one day.

Emails are answered in the order that they are received; sending multiple emails will only delay reply. We kindly request your patience and allow at least 12-24 hours.

Emailing another department will not result in you receiving a faster response; the new email will also be forwarded to the Security Team.

Our Security Department does not receive inbound calls; please send an email with your phone number and convenient time at which you may be reached in the event phone contact is necessary.

In order to validate your credit/debit card you will need to download the BetStars Credit/Debit Card Validation Form and return the completed form to BetStars by e-mail, fax or via the BetStars client, as specified in the form.