Responsible Gambling - Twinqo

At Twinqo Casino, we are dedicated to providing a secure, entertaining, and responsible gaming environment. We recognise that while for the majority of players, online gaming is an enjoyable form of entertainment, for a small percentage, it can become a problem. As a licensed and regulated operator, we take our duty of care towards our players seriously. We are committed to endorsing responsible wagering and promoting awareness regarding problem gambling and improving prevention, intervention, and treatment.

Our Responsible Gambling Policy sets out our commitment to minimising the negative effects of problem gambling and to promoting responsible gambling practices. We believe it is our responsibility to ensure that your experience at Twinqo Casino remains enjoyable and safe. This page outlines the tools, measures, and resources available to assist you in maintaining control of your gaming activities.

1. Our Approach to Safer Gambling

Gambling should always be treated as a pastime, not as a means to generate income. We encourage all players to keep the following principles in mind whenever they visit Twinqo Casino:

Gambling is a form of entertainment, not a way to make money or pay off debts.
You should only gamble with money that you can afford to lose.
You should never chase losses.
You should keep track of the time and money you spend while gaming.
You should not play when you are upset, tired, or under the influence of alcohol or medication.

2. Protection of Minors

Twinqo Casino strictly prohibits anyone under the age of 18 from opening an account or playing on our website. We carry out electronic age verification checks on customers who use payment mechanisms that are available to under-18s. We also reserve the right to request proof of age documentation from any client at any time. If we discover that a minor has accessed the site, their account will be closed immediately, all winnings will be forfeited, and the relevant authorities may be notified.

2.1 Parental Controls

If you share your computer or mobile device with friends or family who are under the legal age to participate in our games, we recommend that you install filtering software to restrict internet access to children and minors. Filtering solutions allow parents to regulate access to the internet based on chosen criteria. Parents can use software such as:

Net Nanny: Filtering software that protects children from inappropriate web content.
CYBERsitter: Filtering software allowing parents to add their own block sites.
GamBlock: Software that blocks access to gambling websites specifically.

3. Self-Assessment

If you are concerned that gambling may be having a negative impact on your life or the lives of others, asking yourself the following questions may help you identify if there is an issue:

Do you stay away from work or university to gamble?
Do you gamble to escape from a boring or unhappy life?
When you run out of money while gambling, do you feel lost and in despair and feel the need to gamble again as soon as possible?
Do you gamble until your last penny is gone, even the fare home or the cost of a cup of tea?
Have you ever lied to cover up the amount of money or time you have spent gambling?
Have others criticised your gambling?
Have you lost interest in your family, friends, or pastimes?
After losing, do you feel you must try and win back your losses as soon as possible?
Do arguments, frustrations, or disappointments make you want to gamble?
Do you feel depressed or even suicidal because of your gambling?

If you answered "yes" to several of these questions, you may be experiencing signs of problem gambling. We strongly recommend that you utilise the limitation tools listed below or seek professional advice.

4. Player Control Tools

To assist our players in gambling responsibly, Twinqo Casino offers a variety of features that allow you to manage your gaming activity. These limits can be set by accessing your account settings or by contacting our Customer Support team.

4.1 Deposit Limits

You may limit the amount you can deposit into your account on a daily, weekly, or monthly basis. Once a limit is reached, you will be unable to deposit further funds until the period resets. Decreases to limits take effect immediately, while requests to increase limits are subject to a strict cooling-off period (usually 24 hours) to prevent rash decisions.

4.2 Loss Limits

This tool allows you to restrict the amount of real money you can lose over a specific period. The limit applies to your net losses (bets minus winnings). It helps ensure you do not lose more than you initially intended.

4.3 Wager Limits

A wager limit restricts the total amount you can bet over a daily, weekly, or monthly period, regardless of whether you are winning or losing. This helps control the volume of your gameplay.

4.4 Session Time Limits

You can set a maximum duration for your gaming sessions. Once the time limit is reached, you will be automatically logged out or notified, preventing you from playing for extended periods without a break.

4.5 Reality Checks

To help you manage the amount of time you spend playing, you can set up a Reality Check alert. A pop-up notification will appear on your screen at set intervals (e.g., every hour), reminding you of how long you have been logged in. You will be given the option to continue playing or to exit the game.

5. Time-Out and Self-Exclusion

If you feel that you need a break from gambling, Twinqo Casino provides two main options to restrict access to your account.

5.1 Time-Out (Cooling-Off Period)

A Time-Out allows you to take a short break from playing. You can choose to suspend your account for a period of 24 hours, one week, one month, or any other period up to six weeks. During this time, you will not be able to log in or deposit, and we will not send you any marketing materials. Your account will automatically reactivate once the period expires.

5.2 Self-Exclusion

If you believe your gambling is becoming a serious problem, you should request a Self-Exclusion. This is a more formal process where you ask us to prevent you from accessing your account for a longer period, typically ranging from six months to five years, or permanently.

During a self-exclusion period:

Your account will be closed, and any remaining withdrawable funds will be returned to you in accordance with our withdrawal policy.
You will be removed from all marketing databases and will not receive promotional communications.
We will take all reasonable steps to prevent you from reopening your account or opening new accounts.
You agree not to attempt to circumvent our exclusion measures (e.g., by using different details).

To activate self-exclusion, please contact our support team or use the automated tools in your account profile. Reinstatement of an account after a self-exclusion period is not automatic and is subject to a review process and a mandatory cooling-off period.

6. External Support Organisations

If you or someone you know is struggling with gambling addiction, several independent organisations offer free, confidential advice and support. Twinqo Casino recommends the following services:

GamCare: The leading national provider of information, advice, and support for the prevention and treatment of problem gambling. Visit GamCare.
Gambling Therapy: A global service offering free practical advice and emotional support to anyone affected by problem gambling. Visit Gambling Therapy.
Gamblers Anonymous: A fellowship of men and women who share their experience, strength, and hope with each other that they may solve their common problem. Visit Gamblers Anonymous.

7. Staff Training and Awareness

All Twinqo Casino customer service representatives and relevant staff members undergo training on social responsibility and responsible gambling. Our team is trained to:

Recognise the signs of problem gambling.
Provide information on the tools available to manage gambling activity.
Direct players to external support organisations when necessary.
Handle requests for self-exclusion with sensitivity and efficiency.

8. Complaints and Disputes

While we strive to ensure a safe experience, we understand that disputes may arise. If you have a complaint regarding our Responsible Gambling tools or how a self-exclusion request was handled, please contact our support team immediately. If we cannot resolve the issue internally, you may refer the dispute to an Alternative Dispute Resolution (ADR) entity as specified in our Terms and Conditions.

9. Contact Us

If you have any questions about our Responsible Gambling policy, or if you wish to set limits or exclude yourself from play, our Customer Support team is available 24/7 to assist you.

Please contact us via:

Email: [email protected]
Live Chat: Available directly on the website.

Last Updated: October 2023