Responsible Gaming
Gambling is intended to be an enjoyable form of entertainment. For the vast majority of players it remains exactly that, but for some people it can develop into a problem that affects their finances, relationships, and mental health. QueenWin N.V. takes its duty of care seriously and has put in place a comprehensive set of tools, policies, and resources to help every player stay in control.
This page explains how our responsible gambling programme works, what tools are available to you, and where to turn if you or someone you know needs support.
2. Our Commitment
We operate under Curaçao eGaming licence № 8048/JAZ and are bound by the responsible gambling standards set out within that regulatory framework. Beyond our regulatory obligations, we follow a voluntary commitment to player welfare that includes the following principles:
We will never market our services to vulnerable individuals or minors. We will make responsible gambling tools visible, accessible, and easy to use. We will train our support staff to identify signs of problem gambling and respond appropriately. We will never contact a player who has self-excluded with promotional material. We will cooperate fully with third-party organisations that provide problem gambling support.
3. Identifying Problem Gambling
Problem gambling does not always look the same. It can develop gradually and may be difficult to recognise from the inside. The following signs may indicate that gambling has moved beyond recreational entertainment:
Spending more money or time gambling than you originally intended. Chasing losses — continuing to play in an attempt to recover money already lost. Thinking about gambling persistently when you are doing other things. Feeling irritable, anxious, or distressed when you are not gambling or when you try to stop. Borrowing money, selling possessions, or neglecting bills in order to fund gambling. Lying to family members, friends, or colleagues about how much time or money you spend gambling. Using gambling as a way to escape stress, anxiety, depression, or personal problems. Failed attempts to cut back or stop gambling despite wanting to do so.
If any of these descriptions feel familiar, we encourage you to use the tools on this page and to reach out to one of the support organisations listed below.
4. Responsible Gambling Tools
All tools described in this section are available free of charge to any registered player. They can be activated immediately through the Responsible Gambling section of your account settings, or by contacting our support team via live chat or email at [email protected].
Deposit Limits
You can set a maximum amount that can be deposited into your account over a daily, weekly, or monthly period. Once a limit is set, it takes effect immediately. Increasing a limit requires a 24-hour cooling-off period before the higher amount becomes active. Decreasing a limit is applied without delay.
Loss Limits
A loss limit caps the maximum net loss you can incur over a chosen time period — daily, weekly, or monthly. When the limit is reached, you will be unable to place further bets until the period resets. As with deposit limits, reductions take effect immediately and increases require a 24-hour waiting period.
Session Time Limits
You can set a maximum duration for each gambling session. When the time limit is reached, you will receive a notification and be automatically logged out of your account. This tool is particularly useful for players who find that time passes quickly while playing.
Reality Check
The reality check feature sends you a pop-up notification at intervals you define — every 30 minutes, 60 minutes, or at a custom frequency. The notification displays how long you have been playing and how much you have wagered during the session. You can choose to continue or end your session when the notification appears.
Cool-Off Period
If you feel you need a short break from gambling, you can activate a cool-off period of 24 hours, 48 hours, one week, or one month. During a cool-off period your account remains open but you cannot log in, place bets, or make deposits. The period cannot be shortened once activated.
Self-Exclusion
Self-exclusion is a more permanent measure for players who recognise that they need to stop gambling for an extended period. You can request self-exclusion for a minimum of six months, one year, two years, five years, or permanently. During the exclusion period, your account will be suspended, all marketing communications will be stopped immediately, and any pending bonuses will be forfeited. To request self-exclusion, contact our support team at [email protected] with the subject line "Self-Exclusion Request". Your request will be processed within 24 hours.
Self-exclusion through our platform does not automatically apply to other gambling operators. If you wish to self-exclude across all licensed gambling sites accessible in your region, we recommend registering with a multi-operator exclusion scheme such as GAMSTOP (gamstop.co.uk), which covers all UK Gambling Commission-licensed operators.
5. Account History and Spending Review
Your full transaction history, session logs, and gameplay records are available at any time from the My Account section. Reviewing this data regularly is one of the most effective ways to stay aware of your gambling habits and identify any patterns that concern you before they become a problem.
6. Protecting Minors
Our services are strictly for individuals aged 18 and over. We verify the age of every player during the KYC process, and accounts found to belong to minors are closed immediately with all funds returned.
If you share a device with children or other household members, we recommend taking the following steps to prevent unauthorised access to gambling sites:
Never save your login credentials in a shared browser. Always log out of your account after each session. Consider installing parental control or content filtering software on shared devices.
7. Support Organisations
If you are concerned about your own gambling behaviour or that of someone close to you, the following organisations offer free, confidential advice, counselling, and support:
GamCare — gamcare.org.uk — Free counselling, a 24/7 helpline (0808 8020 133), and an online chat service for anyone affected by problem gambling in Great Britain.
Gamblers Anonymous — gamblersanonymous.org.uk — A peer support fellowship for people who want to stop gambling, with in-person and online meetings available throughout the UK.
GamAnon — gamanon.org.uk — Support for family members and friends affected by a loved one's gambling problem.
BeGambleAware — begambleaware.org — Information, self-assessment tools, and a national helpline (0808 8020 133) operated in partnership with GamCare.
Gordon Moody Association — gordonmoody.org.uk — Residential treatment programmes and therapy for people with severe gambling disorders.
GAMSTOP — gamstop.co.uk — A free self-exclusion scheme that registers your details with all UK Gambling Commission-licensed operators simultaneously.
Gambling Therapy — gamblingtherapy.org — Free international online support service available in multiple languages, including live chat and forums.
8. Advice for Safer Gambling
Gambling is more enjoyable when approached with a clear plan. The following habits are associated with healthier gambling behaviour:
Set a budget before you start and treat any losses as the cost of entertainment, not money to be recovered. Set a time limit for each session and stick to it. Never gamble under the influence of alcohol or when you are stressed, depressed, or emotionally vulnerable. Do not gamble as a way to earn income or solve financial problems. Take regular breaks during sessions and balance gambling with other leisure activities. Do not borrow money to gamble under any circumstances.
9. How to Contact Us
If you would like to activate any of the tools described on this page, discuss a concern about your account, or request information about our responsible gambling programme, you can reach our team at any time:
Live chat — available 24/7 from the icon on the right side of every page on our site. Email — [email protected]. Response time — live chat under 2 minutes; email within 12 hours.
All responsible gambling requests — including self-exclusion, limit adjustments, and account closures — are treated as priority cases and processed ahead of standard support queries.