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 The Star Sydney. Cashless play is currently only available at The Star Sydney until further notice.

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

What if I don’t know my PIN?

Visit a Team Member at the Guest Service Desk or login to The Star App, at the Kiosk or via the website. 

How do I top up my Star Account?

You can top up your Star Account by using:

- Cash, EFTPOS or electric funds transfer at a Cashier

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

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

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

How do I withdraw from my Star Account?

You can withdraw from your Star Account:

- At a Cashier (up to $5,000 daily – any amount over this must be withdrawn using electronic funds transfer or cheque)

- At a Cash/Ticket Machine (up to $5,000 daily at a machine in Private Gaming Rooms, or up to $2,000 daily at a machine 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.

Cashless Play @ Electronic Games

Can I use my Star Account at an electronic gaming machine (EGM) or electronic table game (ETG)?

Yes, with a Star Account you can use this for cashless play at electronic games anywhere at The Star Sydney.

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.

What do I do to end my session?

When you are finished playing or want to move to another machine, remove your 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 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 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 finished playing, why didn’t my ticket print out?

When you remove your 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.

To receive a ticket, press ‘collect’ before you remove your Card.

I redeemed a payout ticket for cash, why can’t I use this cash to continue playing?

Any cash redeemed from a payout ticket and subsequently used at a gaming machine, to purchase chips or deposited into your Star Account, counts towards your daily cash limit of $5,000.

To prevent your payout ticket affecting your daily cash limit, opt for electronic funding. Simply deposit your ticket into your Star Account at a Cashier instead of cashing it out.

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, or
- The Cashier

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

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

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

The table games terminals 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 Queensland 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.

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.

If you suspect your account has been compromised, please visit 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

The Star Brisbane