Responsible Gaming

OUR COMMITMENT

WinningRoom is committed to Responsible Gambling. We promote gambling as an enjoyable leisure activity and we believe that gambling can only remain this way if you stay in control and gamble responsibly. However, we know that for some people gambling can stop being a harmless leisure activity and become a problem.

To assist you we offer a range of advice and account options to help you manage your gambling. These give you control of both the time and money you spend gambling.

All these options can be found under the section Settings > Limit Your Game

Self Exclusion

If you are finding that your gameplay is having a negative effect on you personally, your situation or those around you, you are able to close your account under our ‘Self-Exclusion’ feature. This feature is available to players on-site through the Responsible Gambling menu, and can also be activated by contacting our customer support services directly.

If you choose to self-exclude, you will not be allowed access to your account before your exclusion ends. If your account is currently self-excluded and you would like to extend the exclusion period, you can do this by contacting our customer support team using the chat function available in the Support section.

You can also use the chat function to request to withdraw any funds you may have on an account which has been self-excluded.

Our customer service staff receive dedicated training on dealing with problem gambling issues and are available to listen and to support you in keeping control. If you would like to talk to someone here about problem gambling please Contact Us.
There are also a number of independent problem gambling support services who offer a range of contact methods together with free and confidential advice.

If you are concerned about your gambling please complete our problem gambling self-assessment below, this will help you consider whether you may have a problem.

RESPONSIBLE GAMBLING TIPS

We believe that gambling should always be an enjoyable leisure activity. Remembering these simple tips can help make sure your gambling doesn’t become a problem.

Gambling should be entertaining and not seen as a way of making money.
Bet sensibly and never chase your losses.
Only gamble what you can afford to lose. Use Deposit Limits to manage the amount of money you spend.
Monitor the amount of time you spend playing. Set up Reality Checks to remind you how long you have been logged into your account.
Balance gambling with other activities. If gambling is your only form of entertainment think about whether you are still having fun.
Take regular breaks from gambling. Gambling continuously can cause you to lose track of time and perspective.
Don’t gamble when under the influence of alcohol or when you’re upset or depressed.
Think about how much money you spend gambling. You can track your activity in your Online Account History.
If you need to talk to someone about problem gambling then contact our customer service team or a problem gambling support service.

UNDERSTANDING YOUR LEVEL OF PLAY

Curious about your playing style and want to get an idea of how positive your play is? We have a quick and easy Responsible Gaming Quiz to help you figure out where you’re at with your playing.

Yes, I want to take the test now

ACTIONS TO TAKE

If you think you have a serious gambling problem you should take the necessary steps to temporarily suspend your account until you resolve your issues. Full details of how to get in touch with us can be found on our contact page.

Should you not wish to suspend your account but just better control your gambling times and spending you may choose to place limits on your deposits, bet amounts and even session times. You can set your own limits and determine how much you can play.

For your benefit you will not be allowed remove any restrictions placed on your account or bets until a minimum period of seven days has elapsed from when you created the limitation. Increase in restrictions will be effected immediately.

SUPPORT-LINE FOR GAMBLING ADDICTS (RUN BY GAMCARE UK)

Helpline (international): +44 845 6000 133
Helpline (from the UK): 0845 6000 133
Website: www.gamcare.org.uk

GAMBLERS ANONYMOUS

Email: isomain@gamblersanonymous.org
Website: www.gamblersanonymous.org

PARENTAL CONTROLS

There are a number of third party applications available that parents or guardians can use to monitor or restrict the use of their computer’s access to the Internet.

These include:

Net Nanny filtering software protects children from inappropriate web content www.netnanny.com

CYBERsitter filtering software gives parents the opportunity to add certain sites to block: www.cybersitter.com

There are also a number of companies who provide software which once installed allows you to block individual computers from accessing gambling internet sites, these include:

Gamblock: www.gamblock.com
Betfilter: www.betfilter.com

COMPLAINTS

WinningRoom will endeavour to make your experience with us an enjoyable one. However, if you feel dissatisfied with the quality of our product/s and you are not satisfied with the help from our customer service team you may raise a formal complaint via email at int_second_opinion@winningroom.com. Kindly note that we do not accept complaints via social media.

We will endeavour to handle complaints within 48 hours of receiving them.

A complaint shall be deemed to have been submitted in a valid manner when it contains clear information regarding the Player’s identity and gives all relevant details giving rise to the complaint.

If you are not content with the Gaming Operator’s handling of your complaint, and you are a UK resident, you may submit your complaint to eCOGRA using their ADR service. A process description of the eCOGRA ADR service is available here.

If you are not content with the Gaming Operator’s handling of your complaint, and you are not a UK resident, you may submit your complaint to Malta Gaming Authority at support.mga@mga.org.mt (in respect to all matters except; the Live Casino).

PREVENTING UNDERAGE GAMBLING

It is illegal for anyone under the age of 18 to gamble. Redbet/WinningRoom/Heypoker takes its responsibilities to prevent access by persons under the permitted age very seriously. We make it perfectly clear in our Terms and Conditions and in the account registration process that underage gambling is illegal. We reserve the right to carry out verification checks to ensure that all account holders are at least 18 years old and may suspend an account until adequate verification is received.

REALITY CHECK

If you feel that you need an activity control to monitor your playing, simply contact our support. After 60 minutes of playing a pop-up window will appear, showing how much you have wagered the last hour. You will then be asked to confirm wether you would like to continue playing or not.

Responsible gaming