Our commitment to a safer & simpler way to play.
VISIT OUR WEBSITE TO LEARN MORE AND VIEW A FULL LIST OF FAQS.
In line with legislative changes:
- All players must have a valid Player Card to play at The Star Sydney.
- Players are limited to funding their play up to a maximum of $5,000 cash per day at a Cashier, or fund their Star Account electronically to play cashless.
There are two options in obtaining a Player card.
Apply on property via the Kiosk or via The Star App. (Signing up via The Star App will require you to pick up the physical card from the Guest Service Desk).
Obtain a Player Card
- The application process can be completed at a Kiosk at The Sydney Main Casino Floor.
- Bring your physical identification (current passport, Australian driver Licence) or Digital ID (NSW Digital Licence) to begin the process.
- Follow the steps on the Kiosk and enter your details.
- You are eligible to participate in gaming once a Player Card is issued. (All patrons will have access to Safer Gaming support tools).
- Please note, no The Star Club Loyalty member benefits will apply for Player Card holders. Click for more information on The Star Club. Player Card holders can convert to The Star Club Member Card at the Guest Service Desk or via The Star App at any time.
How do I top up my Star Account?
At a Cashier
- Present your physical Card and request a top up to your Star Account using cash (up to $5,000) or EFTPOS payment.
- Use your PIN to verify your Account
Important Top Up information
- Individual transactions to top up your Star Account using EFTPOS 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.
- Australian debit cards in the Account Holder’s name accepted only. Cards must be inserted into the EFTPOS terminal. Credit cards not accepted.
- If you have a balance on your Star Account, it can be accessed via your Card.
- Keep your PIN secure. You can change your PIN at any time via The Star App, via the website or at a Kiosk. If you have forgotten your PIN, visit the Guest Service Desk.
How do I withdraw funds from my Star Account?
At a Cashier
- Present your 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.
The maximum amount you can withdraw in cash daily at a Cashier is $5,000 per transaction. Any amount over this must be via electronic funds transfer or cheque.
How do I transfer funds from my Star Account to my game of choice?
At an electronic gaming machine (EGM) or electronic table game (ETG):
- Insert 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 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. If you have a balance on your Star Account, it can be accessed via your Card. Keep your PIN secure.
- ^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.
At a table game
- Hand your 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
- If you have a balance on your Star Account, it can be accessed via your Card.
- Keep your PIN secure. You can change your PIN at any time via The Star App,via the website or at a Kiosk. If you have forgotten your PIN, visit The Star Club Desk.
DISCLAIMER
Cashless Wagering is subject to Program Terms and Conditions.
A valid physical card is now required to play at The Star Sydney.
The Star Sydney has introduced a Player Card for guests who want to play at The Star Sydney and access safer gambling support tools.
Please note, Player Card account holders will not have access to The Star Club loyalty benefits.
For more information, please contact our team members at the Guest Service Desk. You can also send us an email to .au to be added to this service message.
Guests must be 18 years or over to enter the Casino. Cashless Play is subject to The Star Program Terms and Conditions available at //hnqupwug.shop/sydney/player-card-terms-conditions. Player Activity Statements are available on request from the Guest Service Desk, via The Star App or our Website. Help is close at hand. GambleAware gambleaware.nsw.gov.au 1800 858 858. STAR10202
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 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:
Exclusive to Platinum and Diamond Members of The Star Club and Prestige. Available in designated Cashless Play zone in Sovereign at The Star Sydney from 25 October 2023 – 29 February 2024 or such other dates as advised. Cashless Play is subject to The Star Club Terms and Conditions. Player Activity Statements are available on request from The Star Club desk or via 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