Self-Exclusion Policy
What is self-exclusion?
Self-exclusion is a limit that allows a player to exclude themselves from gaming activity for a definite or indefinite time period.
How to implement self-exclusion?
There are two ways of self-exclusion. The first way is a readily available option in the player’s profile on the Responsible Gambling tab. A player needs to choose the limit type (Self Exclusion) and set an exclusion period. The restriction takes effect instantly.
The second way is contacting the support team via Live Chat, email or contact form on the web-site. The request should contain an email address associated with the account, personal details of the player (full name and date of birth) and reason of self-exclusion (optional). In case of email or web-site form request, the lock is applied as soon as possible but not later than 24 hours from the moment of receiving such a request.
During the set period an excluded player will not be able to log into their account, place a bet, make a deposit / withdrawal or upload a document. In case any real funds are left on the balance of an excluded account, the player needs to send a withdrawal request via email to cashout the funds.
How long does self-exclusion extend to?
The minimum self-exclusion period is 24 hours, but a player can also request self-exclusion for 7 or 14 days, 1, 3, 6, 9 months, 1, 3 years or forever. At any moment a player may request to increase the exclusion period and the change will take place immediately (in case of chat request) or within 24 hours (in case of email / web-site form request). Decrease of the self-exclusion period requires a 24-hour cooling off period before the change will be implemented. In case of permanent Self-Exclusion, the player is given 7 days to cool off before the limit removal.
Disregarding the expiry period of the self-exclusion chosen by a player, no marketing material will be sent to them.
Personal responsibilities
In requesting self-exclusion, the individual agrees to provide full and accurate personal details, now and in the future, so as to ensure we are able to restrict access to our services. If an individual does choose to self-exclude we will use all reasonable endeavours to ensure we comply with the self-exclusion. However in agreeing to self-exclude the individual must accept that they have a parallel undertaking not to seek to circumvent the self-exclusion. Accordingly, we take no responsibility or liability for any subsequent consequences or losses that an individual may suffer or incur if they commence or continue gambling by providing misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed.
Support available
While the majority of people do gamble within their means, for some, gambling can become a problem. As part of our commitment to promoting responsible gambling, the following guidance is provided for the benefit of players who participate in the games:
• Gambling at an online casino should always be aimed at entertainment.
• Before starting to play, it is important to understand that gambling shall never be viewed as a source of income or means of recovery from debts.
• It is useful to keep track of the time and the amount of money spent at an online casino daily.
• In case of spending more money than can be afforded, or in case gaming is starting to interfere with the normal daily routines, we strongly advise to consider several measures that can help, such as setting Personal Limits on gaming activities, opting for Self-Exclusion or seeking help and support from trusted independent bodies (listed on our Responsible Gaming page).
• In case a player shows signes of gambling addiction (listed on internal documentation) we offer them to pass a quiz for detecting gambling problems. In case of positive answers we set Self-Exclusion limit forever for such a player.
Staff Training
When providing training to staff on their responsibilities for self-exclusion we make sure they know the following: what is the self exclusion and how it works, how can the limit be changed or disabled, what marketing communication rules are applied to self-excluded players. Relevant staff also receives a refresher training on a semi-annual basis.