Frequently Asked Questions

Summary

How to start?

• Go to the registration page on our website and fill out the form. You need to enter a valid email address, since upon completion of registration, a link will be sent to this email address to confirm your account.

Why I cannot register?

• Perhaps, registration from your country is prohibited by the rules of the room. The list of countries prohibited for registration is in Terms of Agreement , clause 2. Also, the site can block registration if you use VPN countries prohibited for registration. If this happens, turn off the VPN service and try again.
• Make sure that you have completed all fields on the registration form.
• Make sure none of the words on the registration form are written in red.
• Login length should be 3 to 12 characters, acceptable symbols are .,?!#$^*()+[]~
• In order to create a password, which will be successfully accepted by the system, please use English letters; at least one uppercase letter, one number and one of the following symbols !@#$&* Your password should contain 8 to 14 characters.

What the signup code is?

• Signup code is a field for affiliate codes. Our website has many partners (affiliates) which provide such codes for their players. Usually, you can find it at the affiliate website or forums. We are not providing those codes, as the player should find and choose an affiliate independently. If you don’t have the code, or you don’t want to use it, please skip that field and continue registration.

How to start playing poker?

• To start playing poker, go to the "Download" tab, install one of the versions on your device, or open the Web version of the client. We have a poker app for Android mobile devices and a desktop app for Windows devices.
• If you are using iOS or macOS devices, you can only use our Web client from the same page

I cannot download your program from your site, what do I have to do?

• There can be several reasons: it is possible that antivirus or firewall do not allow downloading or are blocking the connection with our server. In this case, it is necessary to change the above programs' settings to medium-security so that you allow downloading of our program or apply for help to your system administrator.

Account

How can I deposit money into my account?

1. In the main window of our site, select the tab "$" ,
2. then select "Deposit" in the submenu,
3. a list of payment systems through which you can transfer funds to your account will appear.

How can I check the balance of my account?

• Account balance is displayed at the top of the main page after authorization on the site.

How can I withdraw money from my account?

• On the site, click on the "$" tab, then select "Withdrawal" from the submenu.
• A list of payment systems through which you can withdraw funds will appear on the page.
• Please note that for withdrawal to all payment systems (except for cryptocurrencies), a preliminary deposit from the same wallet/card is required.

Where can I find my deposit/withdrawal history?

• On the main page of the site, select the "$" tab, then select "Orders history" from the submenu. In the updated window, you will see the entire history of cash flows.

Can I transfer money from my account to another RedStar player's account?

• Yes, to do this, in the menu "$" go to "Player-to-player" specify the transfer amount (at least 5 euros) and the recipient's login. Click the Submit button.

How can I verify my account?

• According to our terms and conditions verification will be necessary after you reach 2000$ in deposits or by the administration decision, but if you wish, you can verify your account right now. In order to verify your account please send to security@redstarpoker.eu a copy of your passport or ID card and utility bill in your name.
• Account verification is processed within 24 hours only on business days. All documents received during weekends and holidays will be checked on the next business day. You will receive a confirmation letter after verification will be completed.

I do not receive an SMS code to confirm my phone number.

• If you do not receive an SMS code to confirm your phone number, we can manually confirm it after you pass the verification. In order to verify your account please send to security@redstarpoker.eu a copy of your passport or ID card and utility bill in your name. In your letter, please, specify that you want to verify the phone number.

Can I put a limit on the amount of the deposit in my account?

• To set a limit on the deposit, write a request to support@redstarpoker.eu indicating the amount and period: per day, week, month. To change or remove the limit, you also need to write a request to this mail.

When will my withdrawal be processed?

• Standard withdrawal processing time is up to 8 hours on working days and up to 24 hours on weekends. Our colleagues are not processing withdrawals during the night hours (GMT time).
• Our financial department examines withdrawal requests to Visa and Mastercard cards as usual, up to 8 hours on business days and up to 24 hours on weekends and holidays. After withdrawal approval on our side, the transfer of funds is carried out within 3-5 working days and this period is determined by the interaction between bank and card processor, we cannot affect this process in any way.

Can I make a deposit from one payment system and order a withdrawal to another?

• According to the rules, the deposit amount must be withdrawn to the same payment system with which the deposit was made. The entire history of deposits/withdrawals is taken into account, not the last recently used payment system. The winnings can then be withdrawn to another payment system.

How can I block my account?

• To block your account, please write us a request from the registered mail to support@redstarpoker.eu, indicating the blocking period - until a certain date or permanently. In the second case, we will not be able to unlock your account, and you will not be able to create a new one.

Login

When I try to enter the program a message, "Invalid password" appears.

• Please note that your account password is case-sensitive. You may not be entering your login information in the correct case. You may also have some other character in the password, such as an underscore or a dash.
• If you still cannot log into your account, click on the "Forgot password" button. A link to change your password will be sent to the mail registered in your account.

How can I change my password/mail or other personal data?

• Log in to the site and go to Account tab.
• On the page that opens, click on the pencil sign to change the data.
• The phone number and email will be changed only after confirmation via SMS/letter, which will come to the new number/email.

Bets

The game is over, but the bet has not been settled yet.

• All bets at our site are settled by the BetConstruct platform. Our traders' team awaits official confirmation of the game results and the bet will be settled within 24 hours after the game has finished. If you have set an express bet you need to wait while the last game will be played, after which the whole express will be settled within 24 hours.

Is it possible to cancel a sports bet?

• There is no bet cancellation option on our site. We offer a cashout option for Live bets, in this case, you are able to receive a part of the bet amount which will depend on the game progress. There is no such option for pre-match betting.

How can I use a lottery freebet?

• In order to use Freebet, you should select the $ 5 Free Bet from the €10 Poker Bonus /$5 Casino Bonus /$5 Free Bet, go to the Cashier - Bonuses on the casino website.
• After making a choice, you need to go to the page www.redstarbets.eu - Cashier - Bonuses section, activate the Freebet and check the status of it next to your balance. After Freebet activation, you should choose the Play Now section and choose desired events set them into one express betting slip.
• According to Freebet terms, each event should have an odd 1.7 or more. After you choose all 4 events which match our terms system will show you the Freebet slider above your slip, you need to activate it by turning ON the Freebet option. The system shows that your Freebet is ON and the chosen stake is 5$/€ (or another relevant amount), confirm the slip.
• Please NOTE: If you do not see the "Freebet available" option, or if you did not turn it ON - you will use your REAL MONEY for the bet, not your Freebet.

Why can't I place a bet after selecting events?

• Our traders apply limits to specific bet markets and sport disciplines due to security reasons. You can try to make a bet for a lower amount that will be accepted by the system or try to choose another betting market.

Can I block access to the betting site, leaving access to other products (casino, poker)?

• To block sports bets, write a request to support@redstarpoker.eu specifying the blocking period.
• To remove self-exclusion ahead of time, write a request to security@redstarpoker.eu