At Castle Jackpot we are committed to promoting safer gambling. We want to provide an online gambling experience which is safe and enjoyable for all our players. The majority of online gamblers do so for fun, know their limits and gamble responsibly. However, we recognise that a small number of players struggle to control their gambling, and we have a commitment to protect this vulnerable minority. At Castle Jackpot we put the customer first and make available a range of advice and gambling control measures designed to help you manage your gambling, and to ensure that gambling remains a fun, safe leisure pursuit. This includes:
- Support groups & organisations
- Advice on keeping in control
- Deposit Limits
- Reality Check
- Time Out
- Parental Controls
Our customer service staff are trained to recognise signs of problem gambling and addiction and are available to listen and support you in keeping in control of your gambling. If you would like to talk to someone about a potential problem with gambling, please contact our Customer Support team.
IF YOU NEED ADVICE OR SUPPORT
Customers experiencing gambling problems and others affected by problem gambling (including friends and family) should seek help. The following organisations are available to provide free and confidential advice on matters of problem gambling.
BeGamble Aware provides information which will help you make informed decisions about your gambling, including a self assessment tool and a budget calculator to ensure your gambling remains affordable.
From this site you can also access help support and advice regarding problem gambling offered by the National Gambling Helpline via live chat and telephone (0808 8020 133), which is available 24 hours, 7 days a week. www.begambleaware.org/
Gambling Therapy is a global online service offering free practical advice and emotional support to anyone affected by problem gambling. Their services which include a self assessment, support groups and forums as well as live chat and email support. www.gamblingtherapy.org/en
Through our customer support team, our customers also have access to LeoLine. In collaboration with Gambling Therapy we provide instant access to confidential, immediate support from professionals who can help you make informed choices about your gambling. Get in touch with our customer support team for more information.
LeoCare is an initiative we have launched to help those of our customers who have developed a gambling addiction. If you have been a LeoVegas customer for at least 12 months, and deposited a total of £150, we will get you started with your treatment by paying for your first three therapy sessions. Please contact our Customer Support Team for more information about what we would need from you to make this happen
Gamblers Anonymous provides confidential telephone support to anyone who is affected by problem gambling. Gamblers Anonymous can be contacted on 02073 843040. Further information can be found at www.gamblersanonymous.org.uk
If you are concerned about your gambling (or about someone else's) you can consider the following problem gambling self-assessment questions, to help you consider whether you (or someone else) may have a problem.
Do you stay away from work or college to gamble?
Do you gamble to escape from a boring or unhappy life?
If you run out of money when you're gambling do you feel lost and in despair, and want to find money to gamble again as soon as possible?
After losing, do you feel you must try and win back your losses as soon as possible?
Have you lied, stolen or borrowed just to get money to gamble or pay gambling debts?
Do you gamble until your money runs out?
Have you ever lied to cover up the amount of money or time you have spent gambling?
Have you lost interest in your family, friends or hobbies because of your gambling?
Are you getting into debt because of your gambling?
Have others ever criticised your gambling?
Are you reluctant to spend 'gambling money' on anything else?
Do arguments, frustrations or disappointments make you want to gamble?
Do you feel depressed or even suicidal because of your gambling?
The more you or your friend/family member answers 'yes' to these questions, the more likely it is that you or they may have a gambling problem. If you feel you have a gambling problem then we strongly advise you to tackle it as soon as possible. Admitting you have a problem is not a sign of weakness - it is the first step to reclaiming your life. Customer Support team can point you in the right direction or you can contact GamCare directly. They have an excellent website and discussion forum and can be contacted by phone on 0808 8020 133 FREE
ADVICE ON KEEPING IN CONTROL
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.
Make sure you’re aware of the potential risk of problem gambling before you start
Play sensibly and never chase your losses.
Only gamble what you can afford to lose. Establish limits for purchasing, wagering and even losses before you start gambling and stick to them.
Use our Deposit Limits tool to manage the amount of money you spend (see further below).
Set yourself a time limit before you start gambling and stick to it. Use our Reality Check tool (see further below) to remind you how long you've been playing.
Don't let gambling interfere with your daily life; ensure you have completed all of your daily responsibilities before you start gambling.
Do not turn to gambling as an alternative source of income or as a way to recoup debt.
Do not gamble if you are in recovery for any dependency or if you are under the influence of alcohol or any other substance.
For information on how to gamble responsibly and on dealing with gambling problems please contact your Customer Support team.
STAY IN CONTROL
If you wish to set your own deposit limits (i.e. to set the maximum amount you can deposit per day/ week/ month) you can do this at the point of first deposit or at any time by selecting the ‘Deposit’ tab in the ‘My Account’ section. You can also contact us by emailing customer support or via Live Chat and our Customer Support Team will be able to help you set your limits.
You can also make changes to your deposit limit within the ‘My Account’ section. You must log in to access this feature. If you wish to lower your deposit limit, this change will take effect immediately. This limit will only apply to your Account on the Website, if you have accounts on other LeoVegas operated sites you must set your preferred limit by account by site.
Before increasing your deposit limits, we recommend that you carefully consider if you can afford to do so. Never decide to increase your limit because you have lost money and think that you will win it back by gambling more. If you wish to increase a limit you will need to wait 24 hours before we action your request and then return to our site to confirm that you still wish to increase it.
To help you manage the amount of time you spend playing, you can set up a Reality Check alert on your account. You must log in to access this feature. Once set, a pop-up alert will be displayed as a reminder that you have been playing for the time interval selected. You will be required to acknowledge the reality check to continue playing or exit the game.
You can set or amend your Reality Check by going to the ‘Safer Gambling’ tab of the ‘My Account’ section and choosing Reality Checks when logged into your account.
If you would like to take a temporary break from gambling you can apply a time out to your account for between 1 day and 6 weeks. You must be logged in to apply this feature, visiting the 'Limits' section, within 'My Account' Once you begin your time out you will not be able to access your account until your time out has ended. Your account will automatically re-open after your time out has ended.
The Time Out feature will only apply to your Account on Castle Jackpot, if you have accounts on other LeoVegas operated sites you must set your preferred time out by account, by site.
If you want to stop yourself gambling for a longer period of time you should consider self exclusion.
We provide the facility for you to Self-Exclude from your account for a specified period of between 6 months and 5 years. By choosing to Self-Exclude, you will be prevented from gambling for your selected period of time.
Once you have opted to self-exclude, opening a further account during the term of self-exclusion will void all transactions and forfeit any winnings.
Whilst your self exclusion is valid, under our Safer Gaming policy you will not be permitted to open new accounts on any sites operating on the LeoVegas Gaming PLC licence. For a full list of sites operating on the LeoVegas Gaming PLC licence. For the period of Self Exclusion we will endeavour to not send you any marketing material or promotional offers, but this can take 48 hours to come into effect after you opt to self-exclude.
If you wish to use this facility please contact Customer Services or use our live help facility to talk to a member of our highly trained Customer Support team, who will be able to assist you. Alternatively, you have the option to Self Exclude in the My Account section under Additional Limits when logged into your account.
We encourage any customer wishing to Self-Exclude to also seek exclusion from all other operators of gambling sites that they hold accounts with.
We recommend that you seek support from a problem gambling support service to help you deal with your problem (see above).
If you are considering self-exclusion, you may wish to register with GAMSTOP to add an additional control to restrict your gambling activity.
GAMSTOP is a free service that enables you to self-exclude from online gambling companies licensed in Great Britain.
To find out more and to sign up with GAMSTOP please visit www.gamstop.co.uk
GamBan is a blocking software that allows you to restrict access to gambling sites and applications. Once installed on your device your access to gambling sites will be blocked, it also hides all related advertising and pop-ups, without limiting your device in any other way - GamBan simply diverts you away
Contact our customer support team who will be happy to help.
LIMITING GAMBLING ADVERTISING ON SOCIAL MEDIA
Social media platforms provide the function to hide both individual ads as well as all advertisements from a specific company, helping you to limit the amount of exposure to gambling advertising you come across when browsing on social media and online. If you would like more information on these features or would like to limit your exposure to gambling adverts you can find detailed steps here on our help centre article.
It is illegal for someone who is under 18 years of age to play the games at Castle Jackpot. We take our responsibility to prevent underage gambling seriously, performing age verification among many other checks at the point of registration. We also ensure our social media, marketing and product selection is not targeted towards or will engage those who are under the age of 18.
We work closely with partners like YGAM to educate our teams and ensure we offer the right support to individuals and their families who may be affected by gambling harms.
To help safeguard those who are under the age of 18 accessing gambling sites, we have some advice that maybe useful:
- Keep usernames and passwords secure and out of reach of those most vulnerable.
- Do not use autofill or keychain to save your passwords onsite.
- Ensure your payment information is kept safe and secure.
- Always ‘logout’ once you have finished your gaming session
- Supervise those most vulnerable when they are spending time online
- Educate your child about the risks of accessing illegal sites, in particular, online gambling
Consider the use of blocking software
BigDeal provides advice for young people and their families who may require support with their gambling or family members who wish to support them.
The site has a quiz to self assess your gambling along with access to 24hr live chat and telephone support manned by specially trained staff. Find out more at Bigdeal.org.uk