Responsible Gaming

Responsible Gaming

At Casinolab, we believe that gambling should be an entertaining and enjoyable leisure activity. We are committed to promoting a safe, responsible, and fair gaming environment for all our players. This Responsible Gaming Policy outlines our dedication to player protection, the tools we provide, and the steps we take to prevent problem gambling.

Our Commitment

As a licensed operator under the Curacao eGaming Authority, we adhere to strict standards for player safety and social responsibility. We recognize that while most people gamble for fun, for some it can become a problem. Our commitment extends beyond legal compliance to a genuine duty of care for our customers.

1. Recognizing the Signs of Problem Gambling

Gambling becomes a problem when it stops being a controlled form of entertainment and starts to negatively affect other areas of your life. We encourage you to be aware of the warning signs:

  • Preoccupation: Spending excessive time thinking about gambling or planning the next session.
  • Chasing Losses: Trying to win back lost money by gambling more.
  • Increasing Bets: Needing to gamble with larger amounts to feel the same excitement.
  • Failed Attempts to Stop: Repeated unsuccessful efforts to control, cut back, or stop gambling.
  • Neglecting Responsibilities: Gambling instead of attending to work, school, or family obligations.
  • Borrowing Money: Resorting to loans, selling possessions, or stealing to fund gambling.
  • Lying: Hiding the extent of gambling from family or friends.
  • Emotional Distress: Feeling restless, irritable, anxious, or depressed when trying to cut down.

If you recognize any of these signs in yourself or someone you know, it may be time to seek help.

2. Our Player Protection Tools

We provide a comprehensive suite of tools within your account settings to help you stay in control. These are free, confidential, and can be implemented immediately.

A. Deposit Limits (The Most Effective Tool)

You can set daily, weekly, or monthly limits on the amount of money you can deposit. These limits cannot be increased until after a 24-hour cooling-off period, and a decrease takes effect immediately. We strongly encourage all players to use this tool.

B. Loss Limits

Set a maximum amount you are willing to lose over a chosen period (day, week, month). Once this limit is reached, you will be unable to deposit further until the next period.

C. Wager (Bet) Limits

Control the total amount you can bet within a specified timeframe.

D. Session Time Limit & Reminders

  • Session Time Limit: Set a maximum duration for your gaming sessions. The system will automatically log you out when the time is up.
  • Reality Check: Receive pop-up notifications at regular intervals (e.g., every 30 minutes) showing your session duration, deposits, wins, and losses. This allows you to pause and assess your play.

E. Time-Out (Cooling-Off Period)

If you feel you need a short break from gambling, you can choose to take a Time-Out. This temporarily suspends your account for a period of:

  • 24 hours
  • 7 days
  • 1 month
  • 6 weeks
    During this period, you will not be able to log in, deposit, or receive any promotional communications. The Time-Out cannot be revoked early.

F. Self-Exclusion

If you believe you have lost control, our most significant tool is Self-Exclusion. This allows you to close your account for a longer, irreversible period. Options include:

  • 6 months
  • 1 year
  • 5 years
  • Permanent Self-Exclusion
    Upon choosing Self-Exclusion:
  • Your account will be immediately closed.
  • Any remaining balance (subject to standard withdrawal terms) will be returned to you.
  • You will be removed from all marketing lists.
  • You will be prevented from opening a new account during the exclusion period.
  • This is a serious commitment. The exclusion period cannot be undone under any circumstances.

To apply any of these tools, please visit the “Responsible Gaming” section in your account settings or contact our support team directly at [email protected].

3. Underage Gambling Prevention

Strictly no one under the age of 18 is permitted to open an account or gamble with Casinolab. We employ rigorous age verification checks during registration and may request proof of age documentation at any time. We encourage parents to use internet filtering software to prevent underage access and to keep their payment details secure.

4. Our Proactive Responsibilities

Our duty extends beyond providing tools. We actively monitor play patterns for signs of problematic behavior, such as:

  • Extremely frequent or lengthy sessions.
  • Chasing losses through rapid re-depositing.
  • Playing during anti-social hours consistently.
  • Ignoring previously set limits.
    If our dedicated Responsible Gaming team identifies concerning activity, we will make direct, supportive contact with the player via email or phone to check on their well-being and discuss the available control tools.

5. Getting External Help

We work with and support independent organizations that provide free, confidential help and advice. If you are concerned about your gambling or someone else’s, please contact them immediately.

  • GamCare: A leading UK provider of information, advice, and support. Visit gamcare.org.uk or call their National Gambling Helpline: 0808 8020 133 (free, 24/7).
  • Gamblers Anonymous: Offers local support groups based on a 12-step program. Visit gamblersanonymous.org.uk.
  • Gam-Anon: Provides support for family and friends affected by someone else’s gambling. Visit gam-anon.org.uk.
  • BeGambleAware: A leading independent charity. Visit begambleaware.org for a wealth of resources and a directory of treatment services.

6. Player Education

We provide educational resources on our website about the nature of gambling, including:

  • The inherent house edge and randomness of all games.
  • The myths surrounding “systems” or “guaranteed wins.”
  • Understanding that gambling is not a solution to financial problems.

7. Our Staff Training

All Casinolab employees, particularly those in customer support and security, receive ongoing training on responsible gambling principles, how to identify at-risk players, and the procedures for sensitively intervening and offering support.

Your Responsibility

You are ultimately responsible for your gambling behavior. We urge you to:

  • Gamble for entertainment, not as a way to make money.
  • Set a budget and stick to it. Only use discretionary income.
  • Never chase your losses.
  • Balance gambling with other leisure activities.
  • Never gamble when you are upset, depressed, or under the influence of alcohol/drugs.