Responsible gaming at Winners Casino
Gambling should stay entertainment, never a problem. We give you the tools, the information and the routes to help you keep it that way.
Our commitment to you
Since we opened in 2009, player wellbeing has sat at the centre of how we run Winners Casino. Our licence from Curaçao eGaming (8048/JAZ2021-054) obliges us to protect players, and we treat that as a floor, not a ceiling.
Proactive protection beats reactive fixes. Our systems review play patterns for markers of risk: sharp increases in deposit frequency, prolonged night-time sessions and repeated failed deposits all trigger a wellbeing check from our team, not a marketing message.
What we monitor and why
Behaviour monitoring runs automatically on every account. When a pattern of concern appears, our trained agents contact you privately with information about limits and support, and we suspend bonus offers on that account until the picture improves.
Warning signs to watch for
Problem gambling rarely announces itself. These signs come from GamCare and BeGambleAware guidance, and they apply to anyone, including people who play only occasionally.
- Chasing losses: returning the same day to win back money already lost
- Hiding play: concealing deposits, sessions or statements from family and friends
- Borrowing to gamble: using loans, credit cards or other people's money to fund play
- Mood changes: irritability or restlessness when not gambling, anxiety over balances
- Escalating stakes: needing larger wagers to feel the same level of excitement
- Preoccupation: planning sessions or thinking about gambling during work and family time
- Neglecting commitments: missing sleep, work or appointments because of sessions
- Failed attempts to cut down: trying to stop or reduce play and not managing to
Tools you can use today
Every tool below is live on your account now, free, and takes under a minute to activate. You will find all of them under Responsible Gaming in your account settings, or by asking our 24/7 live chat.
- Deposit limits: cap how much you can deposit per day, week or month, applied instantly to all payment methods
- Loss limits: set the maximum you are prepared to lose in a given period, regardless of wins
- Wagering limits: restrict the total amount you can stake before the limit blocks further play
- Session timeouts: set a hard stop after a chosen number of minutes so sessions cannot drift
- Reality checks: on-screen reminders every 15, 30 or 60 minutes showing time played and net result
- Cooling-off periods: pause your account for a set period with no access to deposits or play
- Self-exclusion: the strongest tool, closing your account for a fixed or permanent duration, detailed below
How self-exclusion works
Self-exclusion removes you from the platform for a fixed period. Your account closes to deposits and play, and we stop all marketing, including bonus emails and SMS.
| Duration | Balance and open bets | Reactivation |
|---|---|---|
| 24 hours to 7 days | Withdrawals stay open; open bets settle normally | Automatic at expiry |
| 30 days | Withdrawals stay open; open bets settle normally | Automatic at expiry |
| 6 months | Withdrawals stay open; open bets settle normally | On written request after the full period |
| Permanent | Remaining balance refunded to your original method | No reactivation; a new account cannot be opened |
Requesting exclusion
Open Responsible Gaming in your account settings, message live chat, or email [email protected] with the subject 'Self-exclusion'. Our agents confirm within one hour at any time of day or night. If you request exclusion by email, it takes effect from the moment we receive your message, not from when we reply.
Circumventing an exclusion by opening a second account breaches our terms and undermines the protection you asked for. If we detect a duplicate account, we close it and refund any balance to your verified method.
Keeping gambling away from minors
Gambling under 18 is illegal, and we enforce that without exception. Before your first withdrawal, our KYC process requires a government-issued ID document, proof of address and payment-method verification. We apply the same checks where any doubt about age exists, at any point in the account's life.
- Keep login details private and never let children watch you play with the session open
- Never save passwords on shared devices used by under-18s
- Use parental control software such as Net Nanny, Qustodio or GamBlock to block gambling sites
- Log out fully after every session on family computers and tablets
Free help outside Winners Casino
Sometimes the best support sits beyond our platform. These UK organisations are free, confidential and independent of us, and none of them will contact us or anyone else without your consent.
- GamCare: 0808 8020 133, gamcare.org.uk, free national helpline and counselling
- BeGambleAware: begambleaware.org, information, self-assessment and treatment signposting
- GAMSTOP: gamstop.co.uk, free national self-exclusion covering all UK-licensed operators
- National Gambling Helpline (run by GamCare): 0808 8020 133, open 24 hours every day
Talking to our team
Our support team is trained in responsible-gambling conversations and cannot see your message before responding, so nothing you raise is judged. Live chat is available 24/7, or write to [email protected] with the subject 'Responsible Gaming' and we will prioritise it.
When you contact us about limits or exclusion, we remove you from all promotional mailings immediately. You do not need to explain why, and no agent will ask you to justify your decision. Setting a limit is always the right call if you are unsure, and lowering one takes effect straight away, while increases only apply after a 24-hour cooling period.
Frequently Asked Questions
Can I reverse a limit I set myself?
You can lower or remove access to a limit at once, but increases to deposit or loss limits only take effect after a 24-hour cooling period, giving you time to reconsider.
Will self-exclusion close my whole account?
Yes, it blocks deposits, play and all marketing for the chosen period. Withdrawals stay open, and open bets settle normally.
Can I exclude myself from other casinos too?
GAMSTOP (gamstop.co.uk) covers all UK-licensed operators with one free registration. Register there in addition to your Winners Casino exclusion.
Do you check my age before I can play?
We verify age through our KYC process, which requires ID, proof of address and payment-method verification before your first withdrawal, and at any point where doubt exists.
Does asking for help affect my account?
No. Contacting support about responsible gaming has no negative effect, and we remove you from promotional mailings immediately.