PLAY RESPONSIBLY POLICY
Staying in control
We want you to enjoy games, and for the vast majority of people gambling is a fun pastime. For a small number of people gambling can stop being fun and can become a problem.
Please email or call our customer support team if you want to:
- Discuss your gambling
- Ask about Reality Checks
- Place deposit limits on your account
- Take a Time Out
- Temporarily or *permanently exclude yourself from our Service
Our Customer Support team are well trained in all aspects of responsible gambling and are here to help you if needed.
If you feel that gambling may be taking over your (or someone else’s) life, ask yourself the following questions:
- Do you stay away from work, college or school to gamble?
- Do you hide the amount your gamble from friends or family?
- Do you gamble to escape boredom or unhappiness?
- Have family or friends ever criticised your gambling?
- Have you ever lied to cover up the amount of time or money you have spent on gambling?
- After losing, do you feel you have to win back your losses as soon as possible?
- Do you gamble until your last penny is gone?
- Have you lied, stolen or borrowed to get money for gambling or to pay a gambling debt?
- Do arguments, frustrations; anger or disappointments make you want to gamble?
- Do you feel depressed or even suicidal because of your gambling?
Things to remember
Whilst the majority of people gamble within their financial means for some it can become a problem. It may help you to remember the following points:
- Gambling should be seen as entertainment and not as a way of making money.
- Avoid chasing losses.
- Only gamble what you can afford to lose.
- Keep a track on the time you spend gambling and the amount of money you spend.
- If you want to have a break from gambling or set deposit limits, you can call or email the Customer Support team for advice.
Reality Check is an additional feature introduced to assist You in managing Your gameplay and is available in the “Your Account” section of the lobby. When enabling the Reality Check feature You acknowledge that Cyrenaica is not required to close or self-exclude Your account or prevent You from using our services as a result of You using the feature.
Reality Check reminders will appear during your current game after the set time period selected by You. You will then be given the opportunity to continue playing or review your account history. If you decide to continue playing after the Reality Check has been acknowledged, the accumulative amount of time played on the current game will be displayed the next time the banner is shown.
To change your Reality Check settings You have the option to set a new time period via the “Your Account” section of the lobby.
Reality Checks set by you will only apply to the individual Cyrenaica account. Should you wish to set Reality Checks across multiple accounts you will need to login to each account and set these individually.
Setting Deposit Limits
We understand that some customers like to be able to set a limit on the amount they can deposit in to their Cyrenaica account over a certain time period. The deposit limit facility allows You to limit the amount of money that You are able to deposit into Your Account either daily, weekly or monthly.
These amounts may be reduced at any time and a reduction of your limits will be implemented immediately. An increase in your deposit limits will only be implemented after 24 hours following the request. You are able to set your deposit limits either when registering Your Account on the registration page or if You are an existing customer by going to “My Account”, “Settings”. This will also show You the remaining amount available to deposit and will show any pending changes You have requested.
Deposit limits are automatically set to ‘No Limit’ if You do not request a daily, weekly or monthly limit.
Deposit limits set by you will only apply to the individual Cyrenaica account. Should you wish to set limits across multiple accounts you will need to login to each account and set these individually.
Taking Time Out
If You feel that Your gambling is in control but would like to take a break to consider Your gambling, then a time out period may help you.
A time out period is a minimum of 24 hours and a maximum of six weeks (or six months for non UK residents) and is set by You. So if you want to re-open your account at any point, then you are able to do so. Cyrenaica cannot be held responsible for any account balance or pending withdrawals on Your account if you cancel Your Time Out. However, if You think You may have a gambling problem then You should also consider self exclusion so Cyrenaica can help you to prevent future gaming for set time periods
Time Out requests must be made via our Customer Service team or via timeout section. Any Time Out requested by you will only apply to an individual Cyrenaica account. Should you wish to Time Out across multiple accounts you must state this in your request to our Customer Service team.
If you feel that you would like to prevent yourself from gambling completely, then total self-exclusion is available.
A player may request self-exclusion by clicking HERE when logged into their account, via email, live help or telephone contact. Exclusion requests made via email, live help or telephone will not take place until the player and their details are fully verified. By self-excluding, You will be unable to access Your Account(s) for a specified period between six months and *five years and, unless you contact us after the exclusion period has been completed, your account will remain closed. Where You do not specify an exclusion period Cyrenaica will set this to a six-month default period.
During any period of self-exclusion, Cyrenaica will take reasonable measures to prevent any marketing material from being sent out to You. This can take up to 3 working days from the time of your request.
Once we have processed your request, your requested self-exclusion will be confirmed to you in an email. This email will also contain information on the consequences of your self-exclusion and the date that it expires. The email will also contain the contact details for GamCare. Please allow up to 72 hours for us to implement Time Out or self-exclusion requests.
In the event that you do not choose to update Cyrenaica with any changes to your personal information and you manage to open new accounts, Cyrenaica will not be held liable for subsequent decisions to gamble. Any deposits or winnings may be retained by Cyrenaica upon detection.
A request for self-exclusion on any of your Cyrenaica accounts will automatically apply to all Cyrenaica accounts registered to You. You will not be able to reinstate any of Your Account(s) during a period of self-exclusion.
*The maximum duration of any Self Exclusion is 5 Years
If you decide to add a deposit limit/account restriction to your account or to Time Out of Self-exclude we strongly advise you contact other betting companies you have an account with and do the same with them.
If you would like to re-activate Your account after your chosen self-exclusion period has expired, You may recommence gambling by contacting our Customer Support team by email stating a convenient time for contact . Your request will be followed up by a telephone call and a 24-hour waiting period will be imposed should the reactivation request be accepted. In the event of your reactivation request being accepted, only the specific accounts you request to be activated will be reactivated and all other accounts held with Cyrenaica powered Casinos will remain closed.