Our Commitment To You
We are committed to responsible gambling and to providing you with an enjoyable, secure, fair and socially responsible gambling service. Our gaming and betting services are designed for your entertainment and enjoyment and contain protective measures to support responsible gambling and to protect minors and other vulnerable persons at all times.
Protection Of Minors
It is a criminal offence to gamble under the age of 18 and we have implemented a number of measures to prevent under 18s from using our gambling sites.
Age verification systems
We use technologically advanced age verification systems and carry out robust age verification checks to minimise the risk of under-18s gaining access to our gambling services. We continually monitor new technologies to ensure that our age verification systems are current and reliable.
Parental controls and other ways you can safeguard minors in your family
If your computer or other device is shared with members of your family who are under the age of 18, we recommend that you install child protection software which restricts Internet access to minors. There are a number of software solutions that can be used to monitor or restrict content available on the Internet. You can access some of these solutions using the following links:
We also strongly request that you:
- keep your login details secure;
- do not leave your computer unattended while you are logged into our gambling services;
- do not use any options available on your computer to remember your password or login details;
- create different user profiles for under 18s who have access to your computer;
- notify us immediately by emailing [email protected] if you know someone under the age of 18 who is registered to use our gambling services.
Help And Advice
If you believe that you have a gambling problem, we would advise that you seek professional help.
If you live in the UK and would like to talk to someone about problem gambling, please contact GamCare. GamCare is a registered charity that provides confidential telephone and online support and counselling to anyone who is affected by problem gambling. The GamCare National Helpline can be contacted on freephone number 0808 8020 133 (free calls from all UK landlines and most major mobile networks) every day from 8am to midnight. Alternatively, visit GamCare.
If you believe you have a severe problem with gambling you can sign up to GAMSTOP, a free self-exclusion service that will prevent you from using all gambling websites and apps run by companies licences in the United Kingdom. If you want sign up or know more about GAMSTOP you can find more information on their website www.gamstop.co.uk
We offer a Deposit Limit facility to enable you to limit the amount of money that you are able to deposit online into your account on either a daily, weekly or monthly basis.
All deposit limit decreases take effect immediately after the request. In case of deposit increase a cooling off period of 24 hours is applied. Please note we will require you to confirm the new limit at the end of the 24-hour cooling off period.
You may request a change to your deposit limits by contacting us via chat or sending a request via email to [email protected].
Your Account Services section allows you to set a session time limit that will automatically log you out of the casino after the specified period of time. Revising it down will be instant while increasing or removing the limit will require 7 days’ cool off.
You can choose to close your account for a period of time, such as 24 hours, one week, one month or a specified number of days, as long as it is less than six weeks. During this time, you will not be able to access your LadyLucks account, and you will not receive any communication from us.
You may choose to exclude yourself from our casino network which will prevent you from playing in any casinos operated by Alea Gaming Ltd.
You can set a self-exclusion from your Lobby in the Responsible Gaming advanced settings. Upon confirmation that you wish to self-exclude, you will immediately be logged-out and unable to access the casino from which the exclusion takes place. However, the exclusion will take up to 24 hours to be effective on other casinos operated by Alea Gaming Ltd, after which you will not be able to access your other accounts or register new ones. During this delay time you might receive some promotional communications that were already scheduled, but once the exclusion is propagated on the Alea network, we make sure you do not receive any promotional communication from us. If you use Social Media channels, we strongly recommend you to unfollow us to make sure you don’t receive our news or updates.
Alternatively, you may contact us by email (HELP section) to request a self-exclusion, which will be effective within 24 hours after receiving confirmation from our Customer Support.
Should you have enough funds remaining on your accounts, we will contact you to proceed with the refund of your balance on the same method used for your deposit.
In order for us to efficiently prevent you from accessing any of your accounts with Alea, it is important that you make sure to use the same details to register in all of our casinos. A best practice is to use the same email address, and to write your first name and last name exactly like it is written on your ID document. We also strongly suggest you contact us to provide us with most of your email addresses so we can add them all to our record, it will only be used for the purpose of the self-exclusion.
A self-exclusion can be set for a specified period from 6 months up to 5 years. You will not be allowed to reopen your account, even if you request it, until the exclusion expires. Once the exclusion is over, you will have to contact us to reopen your account ; a Customer Support agent will get back to you shortly explaining you the procedure for reopening your account, and will ask you to confirm your request of reopening after 24h to give you time to reconsider your decision to gamble again.
In accordance with the UK regulatory law, we have implemented the Reality Check feature, which will allow you to check up on your gameplay. This feature has been implemented to allow you to better manage your time. In the Account Services you can opt in or out of the feature and will be asked to select one of the following timeframes: 15 minutes, 30 minutes, 45 minutes or 60 minutes. When your selected time frame for game play has elapsed, you will receive a message asking if you would like to ‘Close’ the game, which will log you out, or ‘Continue’ playing, which will render another session running for your specified time – i.e. a further 15 minutes, 30 minutes, 45 minutes or 60 minutes. If you decide to opt out, you will continue playing as normal.
Your Transaction History
You can easily access a full history of your transactions, withdrawals and deposits, as well as your current balance, through the Account Services section. You may also request them by contacting Customer Services.
Our employees receive awareness training on problem gambling issues.
Whilst the majority of people gamble within their means, gambling can become a problem for some. Please bear in mind the following when using our sites:
- Gambling should be viewed as a form of entertainment and not as a means of making money;
- Avoid chasing losses;
- Limit gambling to amounts you can afford to lose; and
- Keep track of the time and amount you spend gambling.
If you are concerned that gambling may have taken over your life (or someone else’s) then it may be useful to think about your responses to the following questions:
- Do you stay away from work, college or school to gamble?
- Do you gamble to escape from a boring or unhappy life?
- When you run out of money while gambling, do you feel lost and in despair and need to gamble again as soon as possible?
- Do you gamble until your last penny is gone, even the fare home or the cost of a cup of tea?
- Have you ever lied to cover up the amount of money or time you have spent gambling?
- Have others ever criticised your gambling?
- Have you lost interest in your family, friends or hobbies?
- After losing, do you feel you must try and win back your losses as soon as possible?
- Do arguments, frustrations or disappointments make you want to gamble?
- Do you feel depressed or even suicidal because of your gambling?
The more you answer ‘yes’ to these questions, the more likely you are to have a serious gambling problem.