Responsible Gaming

Responsible gaming at Luckywins on luckywins-aussie.com is based on the principle that gambling is a form of entertainment, not a way to make money or solve financial problems. Our goal is to help you make conscious, informed decisions about when, how and how much you play, and to ensure that your activity remains within safe personal and legal boundaries.

We provide tools, information and support to help you stay in control, including limits, breaks from play and self-exclusion options. Our support team is available to assist you if you feel that gambling is no longer enjoyable, or if you are worried about your own behavior or that of someone close to you.

Risk Awareness

Gambling involves financial risk and can lead to harm if not managed carefully. It is important to recognise early signs that your play may be moving from entertainment towards problematic behavior.

Common warning signs

• Loss of control: Frequently gambling longer than planned, or spending more than you intended, even after you have decided to stop.
• Preoccupation: Thinking about gambling often when you are not playing, planning your next session or how to get money to gamble.
• Chasing losses: Increasing stakes or playing longer to try to win back money you have lost.
• Financial pressure: Using money needed for bills, rent, food or other essentials to gamble, borrowing, selling belongings or using credit to fund play.
• Impact on relationships and work: Hiding gambling from family or friends, arguing about gambling, missing work or study, or reduced performance.
• Emotional distress: Feeling guilt, shame, anxiety, depression or irritability linked to gambling, especially after sessions.
• Inability to stop: Repeated unsuccessful attempts to cut down or stop gambling.

Self-assessment: check your gambling behaviour

Ask yourself the following questions. Answering "yes" to several may indicate a risk of gambling-related harm and that you should consider seeking support:

• Do you often gamble longer or spend more than you planned?
• Do you gamble to escape stress, problems, loneliness or negative moods?
• Have you tried to cut down or stop gambling but found you could not?
• Do you lie to family, friends or colleagues about how much or how often you gamble?
• Have you borrowed money, used credit or sold belongings to fund gambling?
• Do you feel restless, irritable or anxious when you cannot gamble?
• Do arguments, financial problems or relationship issues arise because of your gambling?
• Do you often try to win back losses by continuing to gamble ("chasing")?

Important: This informal test does not replace professional assessment or advice. If you are concerned about your answers, we strongly encourage you to contact one of the professional help services listed below and to consider using our limitation and self-exclusion tools.

Limits & Tools

Luckywins on luckywins-aussie.com provides a range of tools to help you manage your gambling in line with your personal circumstances. We recommend setting limits before you start playing and reviewing them regularly.

Deposit limits

You can set daily, weekly and monthly deposit limits through your account settings. These limits restrict the total amount you can deposit into your Luckywins account within the selected period.

1. Access your account: Log in to your Luckywins account and go to "My Account" or "Profile".
2. Open responsible gaming settings: Select the "Responsible Gaming" or "Limits" section.
3. Choose limit type: Select "Deposit Limits" and choose the period(s) you want to manage:
   • Daily limit (24-hour period)
   • Weekly limit (7-day period)
   • Monthly limit (calendar month)
4. Enter your amounts: Enter the maximum amount (in AUD) that you are comfortable depositing for each period, based on your disposable income and personal budget (for example, AUD 50 per day, AUD 150 per week, AUD 400 per month).
5. Confirm and save: Review your entries carefully and click "Save" or "Confirm". You will receive an on-screen confirmation once the limits are applied.

Adjustment rules:

• Lowering a limit (making it stricter) may take effect immediately or as soon as technically possible.
• Increasing or removing a limit (making it less strict) will only take effect after a cooling-off period, to prevent impulsive decisions. You will be notified of the exact timeframe on screen when you request a change.

Time and session limits

Controlling the time you spend gambling is as important as controlling the money you deposit. Luckywins offers session timers and reminders.

• Session reminder: In the "Responsible Gaming" section of your account, you can enable a pop-up reminder after a certain period of continuous play (for example, every 30, 60 or 120 minutes). When the reminder appears, it will summarise your session (time spent and net result) and invite you to take a break or log out.
• Daily play limit: Where available, you can specify the maximum time per day that you wish to remain logged in and actively playing. Once the limit is reached, you will be logged out or prevented from continuing until the following day.

Short breaks ("Time-Out")

If you feel you need a brief pause from gambling but do not wish to self-exclude for a longer period, you can activate a Time-Out.

1. Open Time-Out settings: While logged in, go to "My Account" > "Responsible Gaming" > "Time-Out" (or similar wording in the responsible gaming menu).
2. Select duration: Choose a break period, typically:
   • 24 hours
   • 48 hours
   • 72 hours
3. Confirm your choice: Read the description of what Time-Out means (no new deposits or bets, limited access to games). Confirm your decision.
4. Effect of Time-Out: During the selected period:
   • You will not be able to place bets or play games.
   • You may be prevented from making new deposits.
   • You may still be able to log in to check your balance and pending withdrawals, subject to technical and regulatory constraints which will be indicated in your account.

Once the Time-Out period ends, access to play will automatically be restored. If during or after a Time-Out you feel that you are still at risk, please consider activating a longer self-exclusion and seeking professional support.

Self-Exclusion

Self-exclusion is a stronger measure designed for situations where you feel unable to control your gambling or where gambling is causing harm. By self-excluding, you ask Luckywins to prevent you from using your account for a defined period, or permanently.

How to request self-exclusion

1. Log in (if possible): Access your Luckywins account on luckywins-aussie.com.
2. Open the self-exclusion section: Go to "My Account" and select "Responsible Gaming", then choose "Self-Exclusion" or "Close Account" with a self-exclusion option.
3. Choose exclusion period: You will be able to select a period that may include, for example:
   • 6 months
   • 1 year
   • 2 - 5 years
   • Lifetime (permanent) exclusion

   The available options will be displayed on screen.

4. Read the conditions carefully: Before confirming, review the explanation of what self-exclusion means, including restrictions on access, deposits, play and account changes.
5. Confirm your decision: Tick the confirmation box to indicate you understand the consequences and click "Confirm" or "Submit". You may be asked to re-enter your password for security.

If you are unable to log in, you may request self-exclusion by contacting our support team from your registered email address at [email protected]. For your protection, we may ask you to provide identifying information so that we can locate and correctly restrict your account.

Consequences of self-exclusion

• Access to account: Once self-exclusion is applied, you will not be able to log in to your account for the duration of the exclusion (for lifetime exclusion, this restriction is indefinite).
• No new deposits or play: You will be prevented from placing bets, playing games or making new deposits.
• Marketing and promotions: We will take reasonable steps to stop sending you marketing communications relating to gambling for the duration of your exclusion, once the exclusion is applied in our systems.
• Balance and withdrawals: Any remaining real-money balance will be handled in accordance with our Terms and Conditions and applicable law. In most cases, you will be able to request withdrawal of eligible funds by contacting support. Bonus funds and incomplete wagering requirements may be voided as set out in our bonus terms.
• Irreversibility during term: During a fixed self-exclusion period, your account will not be re-opened for gambling under any circumstances. At the end of the period, reactivation (if not permanent) may require an explicit request and a cooling-off period, as described on the website.

Support contacts for self-exclusion

If you need assistance with self-exclusion, please contact:

• E-mail: [email protected]
• Alternative e-mail (general information): [email protected]

When you write to us, please clearly state that you wish to self-exclude, indicate the desired duration (at least 6 months, or permanent) and include sufficient details to identify your account. For your safety, we may refuse to reduce a self-exclusion period or to open new accounts during an active self-exclusion.

Regional note: Self-exclusion on luckywins-aussie.com applies only to this operator (Dama N.V.) and does not automatically block your access to other gambling providers or websites. Please review the section below on national and third-party blocking tools if you require wider protection.

Support Resources

Professional support can play a crucial role in preventing and addressing gambling-related harm. The services listed below operate independently from Luckywins and offer confidential information, counselling and support.

Local support for players in Australia

Australian residents have access to national and state-based services tailored to local laws and support frameworks. These services are confidential and, in most cases, free of charge.

• National Gambling Helpline (Gambling Help - 1800 858 858)
  • Phone: 1800 858 858 (within Australia)
  • Website: gamblinghelponline.org.au
  • Hours: 24 hours a day, 7 days a week
  • Services: Phone counselling, live chat, e-mail support, self-help tools, resources for family and friends.
  • Languages: English, with access to interpreter services for other languages on request.
• Lifeline Australia
  • Phone: 13 11 14
  • Website: lifeline.org.au
  • Hours: 24/7 crisis support and suicide prevention
  • Languages: English, with access to translation services.
  • Note: Lifeline is not a gambling-specific service but can offer immediate support if you are in emotional distress.
• State and Territory Gambling Help Services

  Each Australian state and territory operates its own Gambling Help service. Contact details and online chat links are available through the national portal at gamblinghelponline.org.au.

These services are independent of Luckywins and Dama N.V. We encourage you to contact them if you are worried about your gambling or that of someone close to you.

International support organisations

National and multi-operator self-exclusion schemes

In addition to the self-exclusion tools offered on luckywins-aussie.com, some countries operate centralised exclusion registers that cover multiple licensed operators. Examples include:

• United Kingdom - GAMSTOP
  • Website: gamstop.co.uk
  • Description: Free service that lets you self-exclude from all online gambling companies licensed in Great Britain for periods from 6 months to 5 years.
• Spain - RGIAJ (Registro General de Interdicciones de Acceso al Juego)
  • Website: Information available via the Directorate General for the Regulation of Gambling at ordenacionjuego.es.
  • Description: National register allowing individuals to block access to licensed gambling operators in Spain.

Important: These national schemes generally apply only within their respective jurisdictions and to locally licensed operators. They do not replace the need to self-exclude directly with Luckywins if you play on luckywins-aussie.com.

Blocking software and device-level tools

If you wish to restrict your access to gambling websites and apps on your devices, you may consider using third-party blocking software. Examples include:

• Gamban - gamban.com
  • Blocks access to a wide range of online gambling websites and apps across devices once installed.
  • Subscription-based service with coverage for multiple operating systems.
• BetBlocker - betblocker.org
  • Free blocking app that allows you to restrict access to gambling sites for chosen periods.

Many devices and routers also include parental control or content-filtering features that can be configured to block gambling-related content. These tools are operated by third parties and are not affiliated with Luckywins, Dama N.V. or Friolion Limited. We cannot guarantee their effectiveness, but they may provide an additional layer of protection.

Family and friends support resources

If someone close to you is affected by gambling, you can find dedicated support through:

• Gambling Help Online - For Families & Friends (Australia)
  • gamblinghelponline.org.au/i-am-affected
  • Information, online chat and forums for people impacted by another person's gambling.
• Gam-Anon - Support groups for family and friends of problem gamblers
  • Website: gam-anon.org
  • Local meetings and online resources in various countries.

All of the above services are independent. Your discussions with them are usually confidential, subject to their own terms and applicable laws in your jurisdiction.

Help for Family

Gambling-related harm rarely affects only the person who gambles. Family members, partners and friends can experience financial stress, emotional strain and a sense of isolation. It is important that you also look after your own wellbeing and seek support when needed.

How to talk to someone about their gambling

• Prepare yourself: Learn about problem gambling and available support options (for example, Gambling Help Online in Australia) before you start the conversation.
• Choose the right time and place: Try to talk when the person is not gambling, is relatively calm and sober, and in a private, non-confrontational setting.
• Use "I" statements: Explain how their gambling affects you (for example, "I feel worried when...") instead of blaming or accusing.
• Stay calm and respectful: Avoid arguments or threats, which may cause defensiveness and denial.
• Listen actively: Allow them to express their perspective and feelings without interruption.
• Offer concrete options: Suggest specific steps, such as contacting a helpline, speaking with a counsellor, setting limits or self-excluding, and offer to support them in making contact.

Support groups and resources for family members

The following services provide information, forums and counselling for people affected by someone else's gambling:

• Gambling Help Online - "Affected by someone's gambling" (Australia)
  • Website: gamblinghelponline.org.au/i-am-affected
  • Features: Online chat, e-mail support, self-help modules and moderated forums.
• Gam-Anon
  • Website: gam-anon.org
  • Provides support meetings and resources for friends and family worldwide.
• General mental health and crisis support (Australia)
  • Lifeline: 13 11 14 - lifeline.org.au
  • beyondblue: 1300 22 4636 - beyondblue.org.au

Recommended next steps

• Seek professional counselling: A registered psychologist, psychotherapist or counsellor with experience in gambling issues can offer structured support for both the person who gambles and family members.
• Contact helplines: If you are in emotional distress or feel unsafe, contact Lifeline (13 11 14) or emergency services (000 in Australia).
• Protect your finances: Consider setting separate bank accounts, limiting shared credit, and seeking independent financial advice where appropriate.
• Take care of yourself: Maintain your own social connections, hobbies and self-care routines, and seek support for your own mental health.

Luckywins encourages family members and friends who are concerned about a player's behaviour to reach out to professional services. While we cannot provide therapeutic advice, our support team can provide information on self-exclusion options for the account associated with the person who gambles, subject to privacy and legal restrictions.

Operator's Commitment

Luckywins, operated by Dama N.V. (registered in Curaçao under number 152125) with payment processing by Friolion Limited (Cyprus, HE 419102), is committed to promoting responsible gaming in line with industry standards and applicable requirements for players accessing luckywins-aussie.com.

Internal risk-check procedures

• Behavioural monitoring: We may use automated systems and manual reviews to monitor account activity for indicators of potential gambling-related harm, such as unusually high or rapidly increasing deposits, long continuous play sessions or frequent use of multiple payment methods.
• Identity and age controls: We take steps to prevent underage gambling, including age verification and KYC (Know Your Customer) checks, in accordance with our Terms and Conditions and relevant licensing rules.
• Limits and tools: We provide the responsible gaming tools described on this page (limits, Time-Out, self-exclusion) and may highlight these tools proactively to customers whose behaviour suggests increased risk.
• Warning messages: We may display on-site messages reminding players of time spent, amounts wagered or deposited, and suggesting breaks or the use of limits where appropriate.

When we may contact you about your gambling

Subject to privacy laws and our regulatory obligations, our responsible gaming or customer support team may proactively contact you when certain risk patterns are detected. This may include situations where:

• Your deposit or loss levels change significantly in a short period of time.
• You make repeated requests to increase or remove limits or reopen accounts.
• We receive information suggesting you may be experiencing harm related to gambling.

In such cases, we may:

• Contact you by e-mail (for example, from [email protected]) or other registered contact methods to:
  • Provide information on responsible gaming tools and support services.
  • Encourage you to review or apply limits, Time-Outs or self-exclusion.
  • Request further information where required for responsible gambling or legal compliance.
• Apply or suggest temporary restrictions on your account where justified and permitted.

Any such outreach is intended to protect you and is not a judgment on your personal circumstances. We handle your data in accordance with our Privacy Policy and applicable data protection laws.

Updates

Responsible gaming practices, regulatory requirements and internal procedures can evolve over time. Luckywins therefore reserves the right to update this Responsible Gaming page to reflect:

• Changes in legal or regulatory requirements applicable to our operations.
• New or improved responsible gaming tools and resources.
• Adjustments to our internal policies and processes.

How you will be informed of changes

• Website updates: The most current version of this page will always be available at https://luckywins-aussie.com/responsible-gaming.
• On-site notifications: For significant changes, we may display banners, pop-up notices or alerts when you log in, directing you to review the updated information.
• E-mail communication: Where required by law or where changes are material, we may send information to the e-mail address registered on your Luckywins account.

By continuing to use luckywins-aussie.com after updates become effective, you acknowledge and accept the revised information and policies, to the extent permitted by applicable law.

Last updated: 6 November 2026

Contact & Feedback

If you have questions about responsible gaming, wish to request support, or would like to provide feedback on our tools and policies, you can contact Luckywins using the details below.

Responsible gaming contact details

• E-mail (Responsible Gaming & Support): [email protected]
• E-mail (General information): [email protected]
• Website: https://luckywins-aussie.com

When contacting us, please do not include sensitive financial information (such as full card numbers) by e-mail. For your privacy and security, we may ask you to verify your identity before we discuss specific account matters.

Feedback and self-control requests

You may contact us to:

• Request information about your historical deposits, withdrawals and gaming activity to support your self-assessment.
• Ask for assistance in setting or adjusting limits, applying a Time-Out or initiating self-exclusion.
• Provide feedback on how we can improve our responsible gaming tools and information.

Where a dedicated online feedback or support request form is available on luckywins-aussie.com (for example, in the "Contact Us" or "Support" section), you can use it to submit responsible gaming-related queries by selecting the appropriate subject category. Submissions will be directed to our support team, and, where necessary, to staff trained in responsible gaming.

Confidentiality notice: All responsible gaming-related communications are treated with care and discretion. However, if we reasonably believe that you or another person is at immediate risk of serious harm, we may be required to contact emergency or support services, in accordance with applicable law.