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 technically 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 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 support@ladylucks.co.uk 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) everyday 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 or a weekly basis.

All deposit limits decrease 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 hours cooling off period.

You may request a change to your deposit limits by calling our Customer Services team on 0333 313 0131 or by sending a request via email to support@ladylucks.co.uk.

Your transaction history

You can easily access a full history of your transactions, withdrawals and deposits and your current balance through the Account Services section. You may also request them by contacting Customer Services.

Staff training and awareness

Our employees receive awareness training on problem gambling issues.

Self Exclusion

Self-exclusion is a formal process whereby you request us to prevent you from being able to access your online account for a period of 6 months to permanent.

Under such an agreement, we will ‘close’ your account and return any remaining balance. Once you self-exclude, we cannot reverse the process for any reason and you may not apply to open a new account. During this period we will not send you any marketing material and we cannot accept any deposits or bets. Please note however, 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-excluding.

Once the self-exclusion period has expired, your account will remain in this status unless you contact us by telephone to reactivate it (no other method of contact is permitted for this purpose). Once a reactivation request has been received, we provide you with a further 24 hour ‘cooling off’ period. Following this your account will not be reactivated unless you contact us again asking to lift the self-exclusion.

Reality Check

In accordance with the UK regulatory law we have now 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. You will see a pop up message appear when you launch a game and you have the choice to opt in or out of the feature. If you opt in you will be asked to select one of the following timeframes 10 minutes, 30 minutes or 60 minutes. When your selected time frame for game play has elapsed you will receive a message asking if 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 10 minutes, 30 minutes or 60 minutes. If you decide to opt out you will continue playing as normal.

Problem Gambling

We take problem gambling very seriously. We are committed to offering socially responsible gambling. For this reason, our group contributes towards the funding research into the prevention and treatment of problem gambling and the public education of the risks of gambling by providing financial support to the Responsible Gambling Trust, one of the UK’s leading charities committed to minimising gambling-related harm.

We seek to create an environment where you can play safely and we have developed policies, strategies and solutions to identify and support problem gamblers.

What is 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 life) 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 gambling and you run out of money, 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.