Cashless play. It’s a game changer.

STEP ONE. ACTIVATE.

Find out how to activate. 

How do I get started?

Activate your Star Account through an initial depositvia The Star App or at the cashier.

 

 

DISCLAIMER

Exclusive to Members of The Star Club and Prestige. You must be 18 years or over and provide valid photo ID to join The Star Club. Cashless Wagering is subject to The Star Club Terms and Conditions. Player Activity Statements are available on request from The Star Club desk or via The Star App and our website. Guests must be 18 years or over to enter the Casino. Help is close at hand. GambleAware gambleaware.nsw.gov.au 1800 858 858

 

 

STEP TWO. FUND.

How do I top up my Star Account?

 

 

 

Via The Star App

- Select ‘Star Account’ from the Star main menu

- select ‘manage funds’

- select ‘top up’

- select debit card as your top up method (credit cards are not permitted and the debit card or bank account used must be in your name)

- set up your debit card details, and then for your first top up present your physical debit card, identification and Membership Card to a Cashier to validate your details

- enter the amount you’d like to top up your Star Account in The Star App

- confirm and verify your top up (this might be via your bank’s security verification service)

- your top up is complete

 

At a Cashier

- Present your Membership Card and request a top up to your Star Account

- use your PIN to verify your account

- use cash or an EFTPOS payment at the Cashier to top up your Star Account

- your top up is complete

 

At a Cash/Ticket Machine

- Select cash to Star Account top up

- Insert your Membership Card and use your PIN to verify your account

- Select how much you’d like to top up your Star Account

- Insert cash

- Your top up is complete

 

Important Top Up information

- The first top up of the day is instant. For every top up after you make during that day, there’ll be a 15-minute wait before you see your funds in your Star Account to give you an opportunity to take a break from play.

- You may have set a budget as to the maximum amount you want to deposit into your Star Account daily. If a top up transaction exceeds this limit, it won’t be allowed to process and you’ll need to wait until the next day. You can increase your daily deposit budget, but any increases will take 24 hours to come into effect to support you in gambling safely You can reduce your daily deposit limit instantly. Individual transactions to top up your Star Account cannot exceed $10,000.

- Fees apply depending on how you choose to top up your account. EFTPOS transactions will incur a fee of 0.43% of the transaction value, per transaction. Debit Card transactions via The Star App will incur a fee of 0.79% of the transaction value, per transaction.

- Treat your Membership Card as cash. If you have a balance on your Star Account, it can be accessed via your Membership Card.

- Keep your PIN secure. You can change your PIN at any time via The Star App, at thestarclub.com.au or at a Member Kiosk. If you have forgotten your PIN, visit The Star Club Desk.

 

How do I withdraw funds from my Star Account?

 

 

 

 

 

Via The Star App

- Select ‘Star Account’ from the Star main menu

- select ‘manage funds’

- select ‘withdraw’

- set up the bank account to transfer your funds to (the bank account must be in your name), and then for your first withdrawal present your Membership Card, identification and your most recent bank statement to a Cashier to validate your details

- enter the amount you’d like to withdraw

- confirm your amount, and your withdrawal is complete

(note, your funds may take up to 3 business days to appear in your nominated bank account because of the transaction processing time from financial institutions)

 

At a Cashier

- Present your Membership Card and request to withdraw funds from your Star Account

- use your PIN to verify your account

- confirm with the cashier how you’d like to withdraw your funds – in cash*, via cheque or via electronic transfer to your nominated bank account (the bank account must be in your name).

- your withdrawal is complete

*The maximum amount you can withdraw in cash daily at a Cash/Ticket Machine in a Private Gaming Room is $5,000, or $2,000 on the main gaming floor. Any amount over this must be via electronic funds transfer.

 

At a Cash/Ticket Machine

- Select cash from Star Account withdrawal

- Insert your Membership Card and use your PIN to verify your account

- confirm how much you’d like to withdraw from your Star Account*

- your withdrawal is complete

 

*The maximum amount you can withdraw in cash daily at a Cashier is $10,000, and at a Cash/Ticket Machine is $5,000. Any amount over this must be via electronic funds transfer.

 

DISCLAIMER

Exclusive to Members of The Star Club and Prestige. You must be 18 years or over and provide valid photo ID to join The Star Club. Cashless Wagering is subject to The Star Club Terms and Conditions. Player Activity Statements are available on request from The Star Club desk or via The Star App and our website. Guests must be 18 years or over to enter the Casino. Help is close at hand. GambleAware gambleaware.nsw.gov.au 1800 858 858

 

 

 

STEP THREE. PLAY.

How do I transfer funds from my Star Account to my game of choice?

 

 

 

 

At an electronic gaming machine (EGM) or an electronic table game (ETG)

 

Using The Star App:

- Insert Membership Card into EGM/ETG and use your PIN to verify your account

- Open The Star App and select ‘Star Account’ from the Star main menu

- select ‘play game’

- select the amount you wish to transfer from your Star Account to the EGM/ETG that your Membership Card is inserted into, and confirm it on The Star App

- Play your game

- To finish your session, remove your Membership Card from the machine. Any unused credits will be transferred back to your Star Account^.

 

At the gaming machine:

- Insert Membership Card into the EGM/ETG and use your PIN to verify your account

- Press the green money icon on the small touch screen

- Press the arrow (this is also where you can check your Star Account balance)

- Enter your PIN

- Enter the amount you wish to transfer from your Star Account to the game and press Tick

- Play your game

- To finish your session, remove your Membership Card from the machine. Any unused credits will be transferred back to your Star Account^.

 

Important information about playing cashless at electronic machines

- Make sure the credit meter on the compatible electronic gaming machine or electronic table game is zero prior to commencing your cashless play session. Treat your Membership Card as cash – if you have a balance on your Star Account, it can be accessed via your Membership Card. Keep your PIN secure.

- ^If your credit meter is $5,000 or more when you remove your Membership Card, the credit will not automatically transfer to your Star Account (the limit may vary from machine to machine, but will not exceed $7,500). The machine will lock requiring assistance from an attendant, this is to ensure large amounts are managed in a way that meets our regulatory obligations. Before you leave the machine, remove your Membership Card and wait to ensure that your credits have been transferred back to your Star Account. Once the credit meter is zero, your credits have been transferred.

 

At a table game

- Hand your Membership Card to the dealer

- The Dealer will hand you a terminal

- Enter your PIN on the terminal

- Select ‘Star Account’

- Select the value of chips you’d like to purchase from your Star Account, and confirm it

- Hand the terminal back to the Dealer

- The Dealer will hand you your chips

- When you’re done playing, inform the Dealer and they will close your rating.

Take any remaining chips back to the Cashier to deposit them back into to your Star Account.

 

Important information about playing cashless at your game of choice

- Treat your Membership Card as cash. If you have a balance on your Star Account, it can be accessed via your Membership Card.

- Keep your PIN secure. You can change your PIN at any time via The Star App, at thestarclub.com.au or at a Member Kiosk. If you have forgotten your PIN, visit The Star Club Desk.

 

DISCLAIMER

Exclusive to Members of The Star Club and Prestige. You must be 18 years or over and provide valid photo ID to join The Star Club. Cashless Wagering is subject to The Star Club Terms and Conditions. Player Activity Statements are available on request from The Star Club desk or via The Star App and our website. Guests must be 18 years or over to enter the Casino. Help is close at hand. GambleAware gambleaware.nsw.gov.au 1800 858 858

StarCare is an initiative of The Star, where safer gambling is an overarching and all-encompassing guiding principle and shared responsibility. Click here for more information about StarCare.

 

You can talk with a Patron Liaison Manager at The Star Sydney by phoning (02) 9777 9000 for information on gambling help services, community groups or referrals for support if you are experiencing gambling related problems.

 

Star Assist is also available at compatible electronic gaming machines and electronic table games to allow you to manage your budget and time played.

The Star App

The security of our Members is our top priority. If there’s an attempt to add a new bank account to your Star Account via The Star App funds transfer, an SMS will be sent to your registered mobile number. A 24-hour waiting period is enforced before withdrawals can be made to a new bank account linked to your Star Account for security purposes also.

 

If you lose your phone or suspect your account has been compromised, please visit the Cashless Play Support Desk or Cashier Services. An immediate suspension can be placed on your Star Account and passwords reset, to ensure security until the issue has been resolved.

 

Cyber Awareness

We’re committed to security measures that protect our Members, guests, systems and data. There are some things you can keep in mind for your own online safety:

- Be aware of your Digital Identity and its importance. This includes things like keeping your PINs, logins and any biometric access to your devices secure.

- The Star authenticates you and you can also authenticate The Star – pay attention to ensure you’re using official channels including The Star App, web URLs and devices on property, and keep track of transactions on your Star Account.

 

If at any time you are in doubt, ask one of our Team for assistance.

Star Account balance, Top Up & Withdrawals

 

What is a Star Account?

A Star Account allows you to play cashless at The Star.

You can load funds electronically to your Star Account, that you can then use to play at electronic gaming machines, electronic table games or table games in the cashless play zone in Sovereign at The Star Sydney.

 

Use your Membership Card and PIN to access the funds in your Star Account for gameplay.

 

To activate your Star Account, visit the Cashier or make a deposit via The Star App.

 

How do I check my Star Account balance?

Open your Star Account from the Star menu in The Star App or insert your Membership Card into a compatible electronic gaming machine, electronic table game or at a Cash/Ticket Machine and use your PIN.

 

How do I top up my Star Account?

You can top up your Star Account by using:

• - EFTPOS or cash at a Cashier in the Sovereign cashless play zone
• - EFTPOS at the top up station in the Sovereign cashless play zone
• - The Star App
• - A Cash/Ticket Machine
• - Cash at a Cashier on the main gaming floor, or in another private gaming room

When using The Star App, the first top up of the day is instant. For every top up after during that day, there’ll be a 15-minute wait before you see the funds in your Star Account to give you an opportunity to take a break from play.

 

Can I use any card to top up my Star Account?

Only the Member can deposit funds into, or withdraw funds from, their Star Account. Only Australian debit cards in the name of the Member are accepted. Physical debit cards must be used at EFTPOS, and inserted into the EFTPOS terminal. Credit cards are not accepted, nor are any pre-paid or stored value cards.

 

Members can save debit card details to use via The Star App funds transfer by opening the Star menu in The Star App and tap on ‘Star Account’. Tap on the ‘manage funds’ tab and follow the prompts to add a debit card. For security reasons, you’ll be prompted to verify your debit card either through a reference code sent via a micro deposit, and/or by using two-factor authentication. For the first top up, you’ll also need to validate the debit card being used in The Star App at a Cashier, by presenting the physical Membership Card, ID and debit card.

 

What does it mean when my debit card is ‘Pending’?

For the first top up, you’ll also need to validate the debit card being used in The Star App at a Cashier, by presenting the physical Membership Card, ID and debit card.

 

What is my daily deposit budget?

This is an amount you’ll set as the daily maximum you want to be able to top up your Star Account. You can reduce this amount, and it will come into effect immediately. If you increase your daily budget, you’ll need to wait 24 hours before the increase takes effect to support you in gambling safely.

 

Note that your daily deposit budget applies to the cashless play zone in Sovereign. This includes deposits made to your Star Account via The Star App, or via a Cashier within the Sovereign zone only.

 

Why am I getting charged extra fees when I top up my Star Account?

The Star passes on merchant fees for electronic transactions in the same way many outlets do, such as fees for withdrawals at ATMs. This means that depending on how you top up your Star Account, the total amount payable for the transaction will be the amount you are choosing to transfer to your Star Account plus the applicable fee:

EFTPOS: 0.43% of your transaction value, per transaction

Debit Card via The Star App funds transfer: 0.79% of your transaction value, per transaction

 

Is there a limit on how much I can top up my Star Account?

 

Depending on how you choose to top up your account, transaction limits may apply or further information may be required:

• - Using The Star App, individual transactions must be a minimum of $50 and cannot exceed $10,000 (or the maximum of your daily top up budget, whichever is less)
• - When depositing cash, if your daily deposit total is between $25,000 and $49,999, you’ll be asked to complete a source of funds declaration at the Cashier.
• - Cash deposits are limited to $49,999 per calendar day. Electronic funds transfer can be accepted at any time or if the $49,999 cash limit is reached.

 

Why can’t I see the option to ‘Top Up’ my Star Account?

If the only option available in The Star App under ‘Manage Funds’ is to ‘Withdraw’, it may be because:

• - You have exceeded your daily Top Up Budget. You won’t be able to deposit additional funds to your Star Account for the rest of the day. You can increase your Top Up Budget, but this will take 24 hours to come into effect, to support you in gambling safely.
• - You initiated a Funds Transfer Break. After initiating a break from funds transfer, the only option that will remain for you is to be able to withdraw from your Star Account for the duration of the break.
• - You deactivated The Star App Funds Transfer. There’s a 28-day cooling-off period after deactivating The Star App Funds Transfer. During this time, the only option that will remain for you is to be able to withdraw funds from your Star Account.

 

Why is my bank blocking my transaction?

You may have settings with your bank that stop transactions that are related to gambling. Please check your settings with your bank.

 

How do I withdraw from my Star Account?

You can withdraw from your Star Account:

• - At a Cashier (up to $10,000 daily – any amount over this must be withdrawn using electronic funds transfer)
• - Via The Star App
• - At a Cash/Ticket Machine in a Private Gaming Room up to $5,000, or on the main gaming floor up to $2,000 (any amount over this must be withdrawn using electronic funds transfer)

 

How can I add my bank details to withdraw funds from my Star Account, via The Star App?

Open the Star menu in The Star App and tap on ‘Star Account’. Tap on the ‘Manage Funds’ tab and choose the ‘Withdraw’ option, followed by ‘Add Bank Account’. Members can save one bank account within The Star App.

 

For security reasons, you’ll be prompted to verify your bank account either through a reference code sent via a micro deposit, and/or by using two-factor authentication. For your first withdrawal, you’ll also need to validate the bank account you’re using within The Star App by visiting a Cashier and presenting your physical Membership Card, ID and a recent bank statement. 

 

There’s a 24-hour waiting period that applies to new bank accounts linked to your Star Account, before withdrawals can be made into it. This is for security purposes.

 

Why is my bank account ‘Unverified’ within The Star App?

Upon adding your bank account in The Star App, a verification process is required for security. You should receive a reference code either via a micro deposit or through two-factor authentication.

 

To verify your bank account, tap the ‘Unverified’ label in app and enter the reference code you received. If needed, there’s an option to resend the reference code.

 

What does it mean when my bank account is ‘Pending’?

After successfully adding and verifying your bank account, for your first withdrawal you’ll also need to verify the bank account you’re using within The Star App by visiting a Cashier and presenting your physical Membership Card, ID and a recent bank statement.  

 

A 24-hour waiting period will be in place before you can make withdrawals from your Star Account to the nominated bank account. This is a security measure that’s been put in place to protect Members.

 

During the waiting period, you can still withdraw funds from your Star Account in person through Cashier Services.

 

How long will it take for money I withdraw from my Star Account to appear in my bank account?

If you withdraw using electronic funds transfer via The Star App or a Cashier, it may take up to 3 business days for funds to appear in your bank account because of the transaction processing times from financial institutions.

 

What do I do if there’s a discrepancy between the transactions I’ve made and my Star Account?

This may be because of:

• Quarantine Period: If this is your second or more deposit within a 24-hour period using The Star App, your deposit will be quarantined for 5 minutes before being visible in your Star Account. This is to give you the opportunity to take a break from play.

If you have identified other discrepancies or have concerns regarding any transaction on your Star Account, please visit the Cashless Play Support Desk or Cashier Services desk for detailed assistance.

 

The Star App

 

Where do I find my Star Account in The Star App?

Open the Star menu and tap on ‘Star Account’.

 

Why can’t I see my Star Account in the Star menu?

Check that you have downloaded the latest version of The Star App.

 

Currently, viewing your Star Account via The Star App and being able to use The Star App funds transfer is available to select Members at The Star Sydney only.

 

How can I play cashless using The Star App?

The Star App funds transfer allows you to:

• - Top up your Star Account
• - Transfer from your Star Account to an electronic gaming machine or electronic table game within the cashless play zone in Sovereign
• - Withdraw from your Star Account

 

What is funds transfer break?

This allows you to take a break of 1-30 days from funds transfer within The Star App.

Note that it will not enforce the break if you are using your Star Account directly at an electronic gaming machine, or electronic table game.

 

Can I reverse my decision to take a break from funds transfer?

No. You’ll need to wait until the completion of your chosen break period. This is to support you in gambling safely.

 

Is The Star App available outside of Australia so that I can fund my Star Account to play cashless?

The Star App is only available in Australia. To download The Star App on your mobile device, please ensure your App Store's Country/Region is set to Australia.

 

For detailed FAQs, see the FAQs section within The Star App.

 

Cashless Play @ Electronic Games

 

Can I use my Star Account at an electronic gaming machine (EGM) or electronic table game (ETG) outside the Cashless Play zone in Sovereign?

Yes, with an activated Star Account you can use this for cashless play at electronic games anywhere at The Star Sydney. This means that in addition to the Cashless Play zone in Sovereign, you can also use your Star Account to play at other electronic gaming machines and electronic table games in Sovereign, in Oasis and on the main gaming floor.

 

Are there limits to how much I can transfer at EGMs/ETGs?

Yes, an individual transaction from your Star Account to the electronic gaming machine or electronic table game cannot exceed $2,000.

 

Why can’t I transfer funds to an EGM/ETG via The Star App funds transfer?

This may be because:

• - You’re on a funds transfer break. If you’ve initiated a funds transfer break, transfers to EGMs and ETGs via The Star App funds transfer are restricted.
• - You’ve deactivated your Funds Transfer Account and your account is currently cooling off for 28 days. Transfers to EGMs and ETGs via The Star App funds transfer are restricted. If you wish to continue using Star App Funds Transfer, you may reactivate your account via your Star Account settings.

 

What do I do to end my session?

When you are finished playing or want to move to another machine, remove your Membership Card and your credits will automatically transfer back to your Star Account.

 

If your credit meter is $5,000 or more when you remove your Membership Card, the credit will not automatically transfer to your Star Account (the limit may vary from machine to machine, but will not exceed $7,500). The machine will lock requiring assistance from an attendant, this is to ensure large amounts are managed in a way that meets our regulatory obligations. Before you leave the machine, remove your Membership Card and wait to ensure that your credits have been transferred back to your Star Account. Once the credit meter is zero, your credits have been transferred.

 

When I pressed ‘Collect’ on the gaming machine, why didn’t my ticket print out?

If you are playing on an electronic gaming machine or electronic table game outside the Sovereign cashless play zone and using your Star Account, when you remove your Membership Card from the machine any unused credits will automatically transfer back to your Star Account. This will happen at any electronic gaming machine you use at The Star Sydney, including those outside the cashless play zone in Sovereign, in Oasis or on the main gaming floor.

 

What is Star Assist?

Star Assist allows you to set a daily limit for spend or play time at compatible electronic gaming machines or electronic table games. This is different to any budgets or breaks you may set in The Star App.

 

Cashless Play @ Table Games

 

How do I purchase chips with my Star Account?

You can purchase chips for table game play via:

• - The terminal at the table within the Cashless Play zone, or
• - The Cashier

 

Is there a limit to how many chips I can purchase?

When purchasing chips using the terminal at a table in the Cashless Play zone, you will be able to purchase chips up to the available balance in your Star Account.

 

Why can I only purchase chips in $25 increments?

This is in place to represent chip denominations available at our gaming tables. In the cashless play zone, table games offer standardised chip purchases in $25 increments.

 

Why can’t I see my Star Account balance from the terminal at the table game in the cashless play zone?

The table games terminals in the cashless play zone at The Star Sydney will show you the balance of your Star Account – Sydney. If you have a Star Account from The Star Gold Coast or Treasury Brisbane with funds in it, this is separate and can only be used for cashless play at Electronic Games at the QLD properties.

 

If you wish to transfer funds between your Star Accounts, visit Cashier Services for assistance.

 

Why is the terminal showing me I have insufficient funds?

You can only purchase chips using the available funds you have in your Star Account. Check your Star Account balance on the home screen of the terminal or by logging into The Star App, selecting the Star menu and tapping on ‘Star Account’.

 

Is it safe?

 

There are a number of ways The Star supports your safety:

 

StarCare

StarCare is an initiative of The Star, where safer gambling is an overarching and all-encompassing guiding principle and shared responsibility. Click here for more information about StarCare.

 

You can talk with a Patron Liaison Manager at The Star Sydney by phoning (02) 9777 9000 for information on gambling help services, community groups or referrals for support if you are experiencing gambling related problems.

 

Star Assist

Star Assist is also available at compatible electronic gaming machines or electronic table games to allow you to manage your budget and time played.

 

The Star App

The security of our Members is our top priority. If there’s an attempt to add a new bank account to your Star Account via The Star App funds transfer, an SMS will be sent to your registered mobile number. A 24-hour waiting period is enforced before withdrawals can be made to a new bank account linked to your Star Account for security purposes also.

 

If you lose your phone or suspect your account has been compromised, please visit the Cashless Play Support Desk or Cashier Services. An immediate suspension can be placed on your Star Account and passwords reset, to ensure security until the issue has been resolved.

 

Cyber Awareness

We’re committed to security measures that protect our Members, guests, systems and data. There are some things you can keep in mind for your own online safety:

 

• - Be aware of your Digital Identity and its importance. This includes things like keeping your PINs, logins and any biometric access to your devices secure.
• - The Star authenticates you and you can also authenticate The Star – pay attention to ensure you’re using official channels including The Star App, web URLs and devices on property, and keep track of transactions on your Star Account.

If at any time you are in doubt, contact us by visiting one of the team at Sovereign Concierge or The Star Club Desk.

 

Need more help?

If you didn’t find the answers you were looking for here or would like to share feedback, please contact us by following the links below:

The Star Sydney

The Star Gold Coast

Treasury Brisbane