Responsible gambling

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.

Gamecare

>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.

Spending Limits

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].

Session limit

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.

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.

Self Exclusion

The self-exclusion period allows you to prevent yourself from being able to access your online account for a period of 6 months to 5 years. This option is available in the Responsible Gaming Limits section of your Account Services.

Once you set your account in self-exclusion, you will be logged out for the duration requested from your account and we cannot reverse the process for any reason. During this period we will not send you any marketing material, but please note that whilst your details will be removed from our mailing database, this may not prevent you from receiving marketing material which is already in the process of being dispatched. We would therefore ask you to please disregard any such material received within a 48 hour period of self-exclusion.

Once the self-exclusion period has expired, your account will remain excluded from our mailing lists unless you log-in to reactivate it.

Reality Check

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.

Problem Gambling

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.