Responsible Gambling

We want gambling with us to remain a controlled leisure activity. We provide account tools and information to help you make informed decisions, keep track of your activity and take a break when you need one. You remain responsible for deciding whether gambling is right for you and for using the controls available in your account.

Gambling is entertainment. It is not a reliable way to earn money, clear debts or solve financial problems. You should only gamble with money that you can afford to lose after essential costs, regular commitments and other spending have been covered. Never borrow money, use money intended for bills or chase losses.

Set a budget before you play

Decide how much money and time you can afford to spend before you start. Treat that amount as a firm limit rather than a target. Consider setting a separate gambling budget and keeping it apart from money needed for rent, mortgage payments, food, travel, utilities, savings or debt repayments.

• Only gamble when you are in a suitable frame of mind and can make clear decisions.
• Do not gamble when you are distressed, angry, tired, under the influence of alcohol or trying to recover money already lost.
• Keep gambling separate from work, family responsibilities and other important activities.
• Take regular breaks and check how much time and money you have spent.
• Remember that a previous win does not make another win more likely, and a loss cannot be guaranteed to turn into a win.

Your account includes controls that can help you manage deposits, losses and the time you spend gambling. The available options and the settings that apply to your account are shown in the responsible gambling, account or cashier areas. Using a tool is not a guarantee that you will stop gambling, so choose settings that reflect the amount of control you need.

How to switch on or change a control

1. Sign in to your Casoola Casino account.
2. Open the responsible gambling, account or cashier section shown on your account.
3. Choose the control you want to use and enter a limit, period or break.
4. Read the information shown before confirming your choice.
5. Save the setting and check that it is displayed as active.

If you cannot find a particular control, contact us through live chat or by e-mail at support@casino-casoola.co.uk. We can explain how the available settings work, but we cannot remove a restriction or make a decision for you about the limit that is appropriate.

Deposit limits

A deposit limit restricts the amount you can deposit over the period selected in your account. You can use this limit to manage your gambling budget before you play. It applies to deposits rather than winnings or the balance already held in your account, so it should be considered alongside your spending and loss limits.

Loss and session limits

Loss limits can help you control how much you are prepared to lose over a chosen period. Session limits can help you manage the amount of time spent in a gambling session or access to gambling during that period. The calculation and periods available are explained when you select the setting. Always read the information shown before confirming it.

Time-outs

A time-out is a short break from gambling. Select the available time-out period in your account and confirm the request. During the time-out, you will not be able to use the gambling services covered by that setting. A time-out is useful when you feel distracted, are gambling more than planned or simply need space to decide whether you want to continue.

Self-exclusion

Self-exclusion is a more substantial step for anyone who wants to stop gambling. You can request it through the responsible gambling area or by contacting support. When self-exclusion is active, you must not try to open another account or use another person’s account. We may close accounts and take action where we identify an attempt to bypass an exclusion.

If you choose self-exclusion, consider also asking your bank or payment provider whether it offers gambling payment controls, and tell someone you trust. You can also use GamStop, which helps people in Great Britain exclude themselves from participating online gambling services with participating operators.

Reality checks

Reality checks provide reminders about the time spent gambling and may show information about your activity. Use them to pause and consider whether you are still within the plan you set. A reminder is not a substitute for a limit, so stop playing if you have reached your budget or no longer feel in control.

Problem gambling can affect anyone. It may develop gradually, and you do not need to meet every sign before asking for help. Consider your behaviour honestly and speak to someone if gambling is becoming difficult to control.

• You spend more money or time gambling than you planned.
• You increase your stakes or deposits to try to recover losses.
• You think about gambling frequently or feel restless when you cannot gamble.
• You hide gambling activity, deposits, losses or account statements from people close to you.
• You borrow money, sell belongings or miss payments because of gambling.
• You use money needed for household costs, work or other important commitments.
• You feel anxious, guilty, low or irritable after gambling.
• You have tried to stop, reduce your gambling or take a break but have not been able to do so.
• Gambling affects your sleep, relationships, work, studies or daily responsibilities.
• You continue gambling even though it is causing financial, emotional or personal problems.

If any of these points feels familiar, stop gambling and use a time-out or self-exclusion. Speak openly with someone you trust and contact one of the support organisations listed below. Asking for help early can make it easier to regain control.

You do not have to manage gambling concerns alone. These organisations provide information, advice or support for people affected by gambling, as well as for family members and friends.

• GambleAware provides information and guidance about gambling harms and ways to find further support.
• GamCare offers confidential information, advice and support for people affected by gambling problems, including support for people close to them.
• GamStop allows eligible customers to exclude themselves from participating online gambling services for a chosen period.
• The National Gambling Helpline provides confidential advice and support for people who are worried about their gambling or someone else’s gambling.

If gambling is affecting your mental health or you feel at immediate risk of harm, contact the emergency or health service appropriate to your situation. You can also tell our support team that you need help using your account. Contact us through live chat or at support@casino-casoola.co.uk.

Our gambling services are for people aged 18 and over. We use age verification and identity checks to help prevent underage access. We may request information or documents, and an account may be restricted until the required checks are complete. Do not allow anyone else to use your account or access your sign-in details.

Keep your password, payment information and devices secure. Log out after using your account, especially on a shared device, and do not save your sign-in details where a child could access them. You are responsible for taking reasonable steps to prevent other people from using your account.

Parents and guardians should consider using parental control software, device restrictions and internet filtering tools. These tools can help limit access to gambling websites and applications, but they should be used alongside supervision and an open conversation about online safety. Check the settings on phones, tablets, computers and home networks used by children.

If you believe a child has accessed your account or gambling services, contact us immediately through live chat or at support@casino-casoola.co.uk. We will ask for information so we can look into the matter and take appropriate account action.