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Support

Problem Gambling:

Someone I know has a gambling problem, what can I do?

If you know someone who suffers gambling-related issues and you wish to let us know, we encourage you to do so. Our customer support agents are always willing to hear what you have to say and are trained in handling cases of this nature.

However, it is important that you are aware of the fact that our agents are unable to discuss or divulge any information about our customers, due to legislation put in place to protect customer privacy.

We normally ask you to provide us with some form of photo identification (national identity card, driver's licence, etc.), a proof of your address (e.g. a recent utility bill, showing your name and address), and your relation to the person in question. Along with this, we ask you to provide us with a brief description of the situation and your concerns, as well as your contact details which will enable us to get back to you once we have looked into the matter.

Once we have received all of this information, we will escalate the case to our Responsible Gaming department, who will then carry out a thorough investigation into the case, keeping the information you have provided us with in mind. This department's main aim is to ensure that our customers play responsibly, so you can rest assured that they will handle the case with the utmost care.

We understand that it may be a sensitive topic to discuss, and it is for this reason that we would like to assure you that all our communications are kept strictly confidential. Feel free to contact us about any such cases and we will be glad to help!

Further information can be found on LeoSafePlay.

Local help Organisation

Gambling can be addictive and it is important to play responsibly. There are different help organisations that you can contact to get more information regarding problem gambling. 

These sites work to prevent the harmful effects of gambling and to raise awareness of the risks. They offer both support groups, chat and phone counselling for problem gamblers and others who experience the negative effects of problem gambling. Below you will find local organisations that we are partnered with to give our customers the best support if needed.

Gambling Therapy

Gambling Therapy provides advice and emotional support to people affected by problem gambling. Their website is offered in 29 different languages and they have counselling in five languages. They offer group therapy, practical help, self-help modules and forums for you to discuss with other people who are in similar situations. Visit their website for more information GamblingTherapy.

Local help organisations

GamTalk

Gambling can be addictive and it is important to play responsibly. There are different help organisations that you can contact to get more information regarding problem gambling. 

One such organisation is GamTalk, who work to prevent the harmful effects of gambling and to raise awareness of the risks associated with gambling. They provide a free 24/7 online chatroom as well a forum, offering anyone affected by problem gambling an outlet to speak about the problem and discuss their experiences with others. This allows you to not only learn about how the illness affects others, but also to learn about how others are coping with it.

The website lists a number of helplines available in many areas around Canada, and encourages people seeking help to make use of these helplines if you feel that you need to speak to a professional about your problem. The website also lists the names and addresses of many treatment centres around Canada, allowing you to visit the centre if you would prefer to discuss your experiences face-to-face.

GamTalk has also compiled a list of online resources found on various websites which offer information and support about gambling and gambling addiction which you may find helpful.

Can I restrict my access to gambling sites?

Yes, you can. LeoVegas recommends the two different blocking tools listed below to help you restrict access to gambling sites and hide promotional material relating to gambling.

  • Betfilter - With this blocking product you can choose to pay for 1 or 2 years. During the period you have paid for, you will not be able to uninstall the software from your computer.
  • Gamban - This software helps problem gambling by preventing protected devices from accessing online gambling. Its fee is minimal and it comes with a lengthy cool-off period should you choose to uninstall the tool. If you have recently closed your LeoVegas account permanently and are interested in this software, we will provide you with a code free of charge. Simply contact our customer support team.

Tips for using these apps:

  • It is recommended that you do not allow yourself to remove these filters once they are set up.
  • Get somebody you trust to set up the filter and keep the password from you.
  • These blocking sites all work in different ways and we recommend that you visit their website to read more about how they work and find the one that will help you in the best possible way.

All information can be found on LeoSafePlay.

I would like to close my account for gambling addiction. How do I do this?

Firstly, LeoVegas would like to commend for taking the first step on the road to recovery.

If you feel you have developed a gambling problem and wish to close your account permanently, you may do so by following these steps:

  1. Go to your Profile.
  2. Select Self Exclusion under the Responsible Gaming heading on the left-hand side of the page.
  3. Enter your password in the Password field.
  4. Click Confirm.

Alternatively, you may contact one of our customer support agents through instant chat, email or telephone, and ask them to close your account for the reason of gambling addiction.

Please be aware that an account closed for Gambling Addiction will never be reopened as we feel that it's in the best interest of our players. 

Tools:

Self-assessment

While gambling is a source of entertainment for many, it can develop into a problem for some people. If you feel that you may be losing control of your gambling, or if you are worried about the role of gambling in your life, we encourage you to take part in the self-assessment test offered by GamCare: http://gamtest.se/v3/gamcare

The self-assessment is designed to pick up any possible signs of problem gambling. It provides you with a series of statements, and you are required to rate how strongly you identify with these statements. After the test, you will receive feedback based on the answers you selected. This may give you a better idea about whether or not your gambling behavior is something to be concerned about. The test is completely anonymous, so you don't have to worry about anyone viewing the results!

How can I see my deposits, withdrawals and recent game play?

Sometimes it can be a little tricky to keep track of your deposits and how much you have spent and won because of all the fun at LeoVegas. 

We have an amazing tool available for you to help keep track of your transactions and your gameplay, this is called player "History". 

The player history section is divided into three different parts for you to easily navigate and get the information that you want in the easiest way. Under these sections, you should be able to see your history for 3 months back.

Just press History on your account and then you can choose between Account, Casino and Sports

Account

Here you will find your latest deposits and withdrawals for you to keep better track of how much you have spent or withdrawn back to your account.

Casino

On the casino part, you will find your latest game round in the casino. You will get information on what game, how much you bet and if and how. much you won on that specific spin. Of course, there will also be a timestamp so that you can keep better track of your game rounds.

Sports

On the sports section, you will find your placed bets and also when the bet has been corrected, you will see if the bet has been lost or won. From here you will also have the option to go to the coupon itself to see more information about the bet that has been placed.

Limits:

What limits do you offer?

We are committed to providing our customers with all the information and tools necessary to ensure their time at LeoVegas is fair and fun entertainment. We understand that it is easy to get wrapped up in all the fun, so setting limits can add an extra level of control over your gambling. If you feel that using one or more of the limits we offer will benefit you, we encourage you to do so!

Deposit Limit

By using this limit, you will not be able to continue to deposit after you have reached the deposit limit. This will increase your control over the amount of money you deposit, and will ensure that you are spending within your means and not exceeding your budget. 

Loss Limit

Losing is not fun, but is a part of gambling. By using the loss limit, you will be limiting the amount of your money which you are able to lose. This will prevent you from losing more than you intended to!

Wagering Limit

A wagering limit will limit the amount of money which you wish to wager over a period of time. The wagering amount is not calculated with wins or losses, but simply included all the wagers you have made over a period of time. This may be a good way to ensure that any winnings you may won will not be wagered.

Session Limit

Time flies when you're having fun! To prevent you from spending more time than you intended on gambling, you can make use of our session limit. When using this limit, you will receive a pop-up message just before the session limit is reached. Once reached, you will be automatically logged out of your account.

Time Alert

Alternatively, you may wish to simply be reminded of how much time you've spent playing after a particular period of time. For this to happen, you must enable the Time Alert function. Like the session limit, this will ensure that you do not gamble for longer than you initially intended. 

Amending Limits

You are also given the option to amend or completely remove limits. Limits can be lowered instantly, but after increasing a limit, 7 days need to elapse before the change can take effect

Need Help?

If you require more information about our limits, it may be useful to visit the Responsible Gaming page on our website. Alternatively, you can contact one of our Customer Support agents who will be more than happy to answer any questions you may have!

Why won't it let me play?

When your limit has been reached you will get an error message saying that you have reached your limit. It may also trigger warnings such as 'Insufficient Balance'.

If you go into your profile and click on the limit, you will be able to see the limit that you have set and also the progression of it.

Good to know: Setting a monthly limit of $10 and a daily limit of $100 will mean that your monthly limit will be reached before your daily limit. It will by then stop you to play and you will not be able to continue even though your daily limit is not reached.

Remember: Customer Support Lions do not have the option to amend or override your limits. But they will always try to help you answering any questions with a happy roar!

How do I take a break or Self-Exclude?

Even though we here at LeoVegas love having you around, we understand that you have other priorities and sometimes it can be good to take a break.

If you would like to take a break just head to your account profile and select the "Pause account" option. Simply select a reason and a length of time from the two drop down menus and confirm the self-exclusion by entering your password. If you get an error message, this means you have typed in your password incorrectly.

These are the options available for taking a break: 

  • 1 day 
  • 1 week
  • 4 weeks 
  • 6 weeks 
  • 6 months 

If you request to reopen your account before the self-exclusion period has ended, the account will be able to be reopened 7 days after your request has been made.

Need help?

Our customer support Lions are available 24/7 and can help you to close the account for you and answer any questions you might have regarding your account. Don't be a stranger!

How do I set or amend my gaming limit?

We love responsible gaming at LeoVegas and want to make it as easy as possible for you to take control of your gaming in the way that suits you best!

To access the limits on your account:

On Mobile

Tap the paw icon at the top left of the screen, scroll down to the profile section and you will see the Game limits button. Once in here you will see a list of the various limits we offer.

Each limit offered gives the option of daily, weekly, or monthly limits. Just tap on the time period you want and enter a figure.

Through Your Web Browser

Click the profile tab at the top of the screen. Your profile page will drop down and you will see a list of the various limits we offer.

Each limit offered gives the option of daily, weekly, or monthly limits. Just tap on the time period you want and enter a figure.

How can I amend my limit?

Limits can be lowered instantly but increasing a limit has a waiting time of 7 days. After the 7 days have elapsed you have to go back to the limit section under your profile to confirm that you want the limit changed.  

Need some help?

If you want to set or change limits on your account but are unsure how best to go about it, just get in touch with customer support and one of our lions will be happy to guide you through setting them up. Bear in mind support cannot amend or override your limits so make sure to have a good think about which amounts and times will suit you best!

Other:

Can I reopen my account?

In any instance of you wanting to re-open your account, you'll need to contact our Customer Support.

I'm on a break, why do I receive promotional material?

When you close your account with LeoVegas or decide to go on a break, you are automatically opted out for offers to be sent out. However, if you are already on a list that is supposed to go out during that day, you might get a promotion sent to you. After 24 hours after your break or self-exclusion has started, you should not receive any promotions from ourselves.
 
Any promo's sent from LeoVegas will only ever come from the email address noreply@leovegas.com. If you receive an offer from one of our partners there should always be an option to opt out of receiving them.
 
Our advice is to always make sure that you opt out from all of these promotions if you have decided to take a break from gambling!
LeoSafePlay:

What is LeoSafePlay?

LeoSafePlay is a LeoVegas-owned website dedicated to providing beneficial and practical information about responsible gaming, a key part of LeoVegas’ identity. On site, you’ll find knowledge on the identification and management of problem and underage gambling as well as tools and other resources.

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LeoVegas Gaming plc is a company registered in accordance with Maltese Law with registration no C59314, having its registered office at LeoVegas Gaming plc, Level 7, The Plaza Business Centre, Bisazza Street, SLM1640, Sliema, Malta. LeoVegas Gaming plc is licensed and regulated by the Malta Gaming Authority, holding the corporate group license number MGA/CRP/237/2013
Gambling can be addictive. Play responsibly.