Responsible Gaming
“Responsible Gambling” or “Gaming” is a term that is often used within the gambling community and casino industry. Here at Race Casino, we consider this a crucial part of our Duty of Care and as such we strive to maintain at all times to ensure our customers’ safety and well-being.
Self-Assessment for Swedish customers:
https://stodlinjen.se/#!/spelberoende-test-pgsi
Self-Assessment for customers residing in the UK & English speaking:
https://gamtest.se/v3/gamcare
For those who’d prefer to remain on this site, we have taken the time to form a manual test for you which is titled “Manual Self-Assessment to establish potential Risk Level”, if you’d prefer this option please scroll down to the self-titled segment.
Support links for all nationalities have been detailed within this page. The segment can be found directly after our manual assessment.
What to expect from the Responsible Gambling Team when we reach out to you?
We're hopeful that our introduction has given you a reasonable understanding of our role within the casino industry and the nature of the relationship that will be formed between our Team and yourself.
If you have been relatively active on our site and as a result have managed to hit one of the thresholds we have in place, you will be flagged to our Team through an automated system that we have operating in the background.
Based on the notification we receive, you’re likely to find that a member of our Responsible Gaming Team has sent across a friendly email to introduce themselves and our department which will be followed by a couple of questions such as:
"How do you feel about your recent gambling activity and the amount of money you’ve spent with us so far?”
"Do you keep a budget in mind whilst you’re gambling and do you stick to it?"
The main reason we collect this information, though it may feel slightly intrusive, is so that we are able to keep a close eye out for any "out of character" or concerning activity, which in turn will help to protect you from untenable losses.
If you haven’t considered having a budget whilst gambling or it’s something that simply hasn’t crossed your mind whilst playing online, we'd strongly encourage you to take a moment to familiarise yourself with your Discretionary Income and to use this as a metric for your budget going forward.
(Discretionary Income is the amount of money that you have left over from your Stable Income after all of your monthly outgoings such as rent, mortgage & utility payments have been taken care of.)
Please note, it is possible that we may reach out to you to ask for additional documentation after the Enhanced Due Diligence process. This could be for a variety of reasons such as; the documentation you previously provided us with is now somewhat outdated or we may be reviewing how the budget you’ve given us could impact you when we compare it with your Discretionary Income.
What is a Responsible Gambling threshold and how does this relate to the email I received from yourselves?
Responsible Gambling thresholds are an automated system (mentioned in our last segment) that we have set to operate in the background to notify us when any pre-set thresholds have been reached by a customer. These thresholds range from the duration of time you’ve spent on our site, through to the volume of deposits you’ve made to us in the time you’ve been playing that day.
It is likely that these alerts will be responsible for our first interaction with you, therefore if you’ve received an email from The Responsible Gaming Team it is little more than us checking in to ensure that you’re keeping well and so that we may better tailor your experience according to your individual needs.
We understand that some of the questions we ask can feel intrusive and with this in mind we’ve detailed some links below which will take you directly to our Governing Bodies’ website (The Gambling Commission) where you can read through their input regarding these processes and requests:
Customer interactions:
https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/customer-interaction-formal-guidance-for-remote-gambling-operators
Information and documentation requests:
https://www.gamblingcommission.gov.uk/strategy/raising-standards-for-consumers-compliance-and-enforcement-report-2019-20
My Enhanced Due Diligence documents have been approved, why are you reaching out to ask me for more documents?
Each of our customers is required to verify their identity upon request. All of whom will later be subject to our Enhanced Due Diligence process (please note that our Verification and Enhanced Due Diligence processes are separate to one another, for any queries you may have on this subject our fantastic Customer Support Team are on hand via Live Chat, email or call to assist).
These processes mentioned above have little integration with the Responsible Gambling Team until the Enhanced Due Diligence process has been completed. After this process you’ll hear from us again and here’s why:
Once your Enhanced Due Diligence documentation has been reviewed and approved (by our Verification & Anti Money Laundering Team) it is then passed on to our department for an "Affordability Review" to be conducted by a member of the Responsible Gaming Team.
During this process we take into consideration a variety of factors such as your stable income, savings and any potential repayments (such as loans credit card repayments) being made at the time of the review. This is done so that we may put together an estimated figure of what we believe is your "Discretionary Income" based solely on the information and documents that you have provided us with.
Discretionary Income is the amount of money that you have left over from your Stable Income after all of your monthly outgoings such as your housing (rent and/ or mortgage), utilities and direct debits have been taken care of. This money is then within your discretion to spend as you please now that your priorities have been addressed.
Our governing body (The Gambling Commission) recently noted that “Most people would consider it harmful if they were spending a significant amount of their Discretionary Income on gambling”, we here at Race Casino whole heartedly agree with this statement and as such would advise against using the best part of your Discretionary Income to fund gambling, moderation is a key factor in ensuring that your entertainment sources remain enjoyable and stress free.
Once we’ve reviewed your documents and have estimated your Discretionary Income based on them, you'll receive an email from us so that we can check and discuss the accuracy as well as any findings from our Affordability Review. At this time if you let us know that your budget and/ or income is greater than our estimation we may request additional documentation to support this. The reason for such a request is to ensure that we have evidence of affordability and so that we know you are spending within your means.
Once we've had the opportunity to discuss our findings with you, a Deposit Limit will be applied to your account reflecting your Discretionary Income. This is done with the intention of providing our customers with an additional level of protection to help ensure that their (your) gameplay remains a stress-free source of entertainment.
What happens if I do not want to provide the documentation you’re asking for & what happens to the data I’ve already provided you with?
The link detailed below provides in depth information regarding the data that we collect from you and how it is handled by our teams at Race Casino: https://www.racecasino.com/en/privacy-policy
If you would like more information regarding our Data Protection processes, our Data Protection Officer’s information is detailed within the link provided above, he would be more than happy to assist you with any further queries you may have on the topic.
Please note, that we will only ever request documentation that we are permitted to by our governing bodies (UK Gambling Commission, Swedish Gambling Authority and Malta Gaming Authority) as is deemed necessary to ensure that our casino continues to operate within each jurisdiction in compliance with social responsibility regulations.
Our Team may reach out to you from time to time, to ask for updated documentation from those that we currently have (such as Bank Statements, Tax Returns and Payslips) as a means to keep your information current and accurate. If these documents are not provided within two weeks of the request being made, we may be required to restrict your account as a measure of safeguarding.
All cases are handled independently and as such the restrictions set in place will vary between each of our customers. If we do not hear back from you within the noted period, the restrictions we’ve previously mentioned can range from our Team setting a Deposit Limit in place to reflect the average income in your country, based on data gathered from The Office of National Statistics, through to disabling your ability to deposit altogether until we’re able to have a successful interaction with you.
If you do not feel as though all of your questions have been covered in this page, please feel free to pop us an email at [email protected] where our Team is more than happy to answer any additional questions you may have, until you feel comfortable and feel well informed.
What do we do to promote Responsible Gambling?
Our Responsible Gambling Team here at Race Casino look after all of the casinos that fall under the “L&L Europe LTD” umbrella, you may even be registered with one of our sister sites already!
Our role within the casino is for us to get to know you as an individual so that we can use this information to best suit your needs whilst gambling and provide you with the support, tools and information needed to continue gambling responsibly in a controlled and enjoyable manner.
We’re a lucky bunch who normally work during office hours, because of this we have taken the time and care needed to give each member of the Customer Support Team in depth training on how to support you if ever we’re not around.
In addition to having support available around the clock, we have some fantastic monitoring systems running in the background which generate daily reports for us to manually review each day. These reports vary from letting us know if you've reached a certain threshold or if you have hit one of our Responsible Gambling triggers.
Once you’re registered with us, you'll have immediate access to our Responsible Gambling Tools, we have taken the time to ensure that our site is user friendly so that these tools can be found easily once you are logged into your account and we highly recommend that you familiarise yourself with them!
What Responsible Gambling Tools do you (Race Casino) offer to help keep me protected and what should my budget be?
When you open an account with us, you’ll find some pre-set limits in place so you can change them to suit your needs, we strongly recommend that you do this upon registration to ensure that you are protected from the moment you begin playing on our site (we do not recommend keeping the pre-set limits as they may leave you exposed to untenable losses).
If you're not sure what your budget is or how to calculate it, a great place to start is by finding out what your Discretionary Income is. This is the amount of money that you have left over from your Stable Income after all of your monthly outgoings have been taken care of (i.e. Mortgage, rent, mobile phone, commute, utilities and so on).
Once you're familiar with your Discretionary Income you can then work out what an appropriate limit would be for yourself. A very important factor to bear in mind, is that from time to time we can have unexpected costs creep up on us, we want you to be able to come away from our site still being able to comfortably accommodate such instances.
Please keep in mind that gambling should only be treated as a source of entertainment and not a source of income. You should only ever deposit and play with money that you know you can comfortably afford to lose.
Here at Race Casino, we offer you the following Responsible Gaming Tools to help keep your gambling fun, safe and controlled:
Deposit Limit: This is the most popular limit that we offer, and we recommend setting this solely based on your Discretionary Income, to ensure you do not make any unaffordable deposits.
Time Limit: This limit operates on a 24-hour period and will allow you to cap the amount of time you are able to spend on our site. For example, should you wish to spend no more than an hour on our site, this limit will prevent game-play once an hour has passed.
Bet Limit: This limit will take into account all of the bets you have placed throughout each of the games we offer. Once the limit is in place and the set amount has been reached, you will be prevented from placing any further bets. For instance, if you've decided on and set in place a daily Bet Limit for £/€/kr100.00 and have played £/€/kr60.00 so far, you'll be able to make no more than another £/€/kr40.00 worth of bets for today.
Loss Limit: A Loss Limit is another popular and beloved tool we offer which pairs well with a Deposit Limit. This limit will not impact your ability to deposit and play whilst you're winning but instead directly manages the amount of money that you are able to lose on a Daily, Weekly or Monthly basis. For example, if you have a Loss Limit of £/€/kr300.00 a month in place and have lost £/€/kr200.00 over the past week, for the remainder of that month you'll be permitted to lose no more than an additional £/€/kr100.00 of your own money deposited.
Once you have reached your limit, our automated system will prevent any further activity on the account until the limit has reset, which is dependent on the date it was created and the period of time your limit is set to cover (Daily, Weekly or Monthly).
Reality Check
A Reality Check will pop up on your screen after 15, 30, or 60 minutes of continuous gameplay. When you register an account at our casino this (pop-up time) is one of the things that you’ll need to set up to get the ball rolling.
It will detail some very insightful information, its purpose is to draw your attention to your current level of activity; such as how long you've been online, the bets you've placed throughout this session, as well as your recent losses and/ or winnings.
Based on this you can make an educated decision on how you respond to our pop-up which asks you if you'd like to carry on playing or to take a break.
Timeouts and Self Exclusions (including national registry)
These are two of the most important tools that we offer to you so that you can keep yourself protected and your gambling in control. Though their basic purpose is to allow you to take a break from gambling at your discretion for a fixed period of time, their overall functions are vastly different to one another.
A Time Out is useful should you plan for a short-term break and still wish to access your account. It will keep you from receiving marketing and if you wish to cancel a Time Out prior to the date it is due to end then you’ll also benefit from a 24 hour cool down period before you can access your account again so that you have ample time to reflect on this decision.
Another example of a useful way to utilise the Time Out tool; would be if you currently have a pending withdrawal in place, but since you requested that withdrawal you’ve been lucky enough to have had another fantastic win on our site that you’d like to preserve.
Therefore, whilst you're patiently waiting for your pending withdrawal to be paid out to you, your new winnings are currently sat in your casino account balance available for you to gamble with. If you’d like to protect this money by making sure you don't gamble it whilst your current withdrawal is pending; you can simply set yourself a Time Out for a few days whilst our fantastic Payments Team get your withdrawal sent out to you.
A Self-Exclusion is a more conclusive break from gambling wherein you will not be permitted access to your account, or any casino sites run by L&L Europe, for a period from 6 months up to 5 years depending on the chosen and applied exclusion period. Setting a Self-Exclusion is faster than a pitstop, go to your Account page and select the timeframe you want and it's done. You can also contact our customer services team who can set it for you. Rest assured, should you have any pending withdrawals or account balances at the time of Self Excluding they will not be lost and our Customer Support Team will guide you through the process of having this paid out to you.
The Self Exclusion option is a wonderful tool that allows you to reclaim control. It grants you ample time to recover your losses and in times where you may be in the midst of experiencing an unfortunate life event. A Self-Exclusion will also end any delivery of marketing materials to you. Additionally, you will not be able to deposit, place bets, or login during this time.
When setting a Self-Exclusion, please look into making a similar exclusion at other operators and your national registry. GAMSTOP & SPELPAUS allow you to put controls in place to restrict your online gambling activities. You will be prevented from using gambling websites and apps run by companies licensed in Great Britain (Gamstop) and Sweden (Spelpaus), for a period of your choosing. For customers from the UK, Gamstop: https://www.gamstop.co.uk/
For customers from Sweden, Spelpaus: https://www.spelpaus.se/
Signs of problem gambling & How to stay safe
Signs of problem gambling: There are a variety of signs which can help you to determine whether or not you are likely to have a problem with gambling, we’ve gone ahead and detailed some of these for you.
- Gambling beyond your means
- Experiencing financial strain/ difficulties as a result of your gambling
- Avoiding social interaction & duties, such as visiting family or even attending work
- Feelings of frustration, anger, or anxiety when unable to continue playing
- Chasing your losses, feeling a sense of urgency to recover lost deposits & bets
- Gambling as a means of comfort to escape the unpleasantries of life
- Lying about the amount of money or time that you have spent gambling
- Hiding your gambling from friends, family and loved ones
- Lying, borrowing, stealing, or committing fraud to pull money together to use for gambling
- Being reluctant to spend your Discretionary Income on anything outside of gambling
- Feelings of shame, anxiety, depression and/ or even suicidal ideation
Staying safe online:
Our governing body have put together a truly helpful and in-depth segment on ways to stay safe whilst you’re gambling, though they cover a variety of grounds, they are straight to the point and broken down into separate categories making it user friendly to navigate:
https://www.gamblingcommission.gov.uk/public-and-players/guide/ways-to-stay-safe-when-gambling/
Manual Self-Assessment to establish potential Risk Level
The following self-test is based on the Problem Gambling Severity Index (PGSI) which is a standardised metric used to measure an individual's potential risk level whilst gambling.
Remember it’s important that you take as much time as you need to reflect on each question and answer as honestly as you can, this will give you the most accurate scoring.
Please use the following points system when answering each question, it may be helpful for you to write your scores down as you’re going along so that you can add your points up at the end of the test.
Never (score: 0) | Rarely (score: 1) | Sometimes (score: 1) | Often (score: 2) | Always (score: 3)
1) Have you spent more money on gambling than you could truthfully afford to lose?
2) Have you felt the need to gamble with larger amounts of money to get the same feeling of excitement?
3) Have you gone back on another day to try to win back the money you lost?
4) Have you borrowed money or sold anything to gamble?
5) Have you felt that you might have a problem with gambling?
6) Have people criticised your betting or told you that you had a gambling problem, whether or not you thought it was true?
7) Have you felt guilty about the way you gamble or what happens when you gamble?
8) Has gambling caused you any health problems, including stress or anxiety?
9) Has your gambling caused any financial problems for you or your household?
Now that you’ve answered each of the test questions, you can add up your points and review your score below:
Non-problem gambler - Score: 0
Low-risk gambler - Score: 1–2
Moderate-risk gambler - Score: 3–7
Problem gambler - Score: 8 or above
What do I do if I scored moderate to high in either risk assessment and/ or recognise signs of potential gambling problems within myself?
We care about all of our customers and have taken the time to familiarise ourselves with support groups all around the world.
If you have any reason to believe that you're at risk (including those of you who may have scored moderately to highly in our Gambling Risk Assessments) please take a moment to review these wonderful support groups and treat yourself with the same kindness you would a loved one by taking that first step to recovery:
Staying safe online:
UNITED KINGDOM:
https://www.gamcare.org.uk/
GamCare is the leading provider of information, advice and support for anyone affected by gambling harms. We operate the National Gambling Helpline, provide treatment for anyone who is harmed by gambling, create awareness about safer gambling and treatment, and encourage an effective approach to safer gambling within the gambling industry.
https://www.gamblersanonymous.org.uk/
Gamblers Anonymous is a fellowship of men and women who share their experience, strength and hope with each other so that they may solve their common problem and help others do the same.
https://www.cnwl.nhs.uk/cnwl-national-problem-gambling-clinic/
The National Problem Gambling Clinic is part of the National Gambling Treatment Service and is jointly commissioned by GambleAware and NHS England. The system includes other providers such as The Northern Gambling Service, GamCare and The Gordon Moody Association.
IRELAND:
https://www.gamblingtherapy.org/en/gamble-aware-ireland
https://www.problemgambling.ie/
https://www.gamblersanonymous.ie/
SWEDEN:
https://quitgamble.com/sv/
https://www.stodlinjen.se/
https://www.spelberoende.se/
SOUTH AFRICA:
https://responsiblegambling.org.za/
https://twinriversrehab.co.za/gambling-addiction/
https://www.recoverydirect.co.za/gambling-addiction-help/
REST OF WORLD:
https://www.gamblingtherapy.org/
Blocking payments
You can further protect yourself from the risks and implications of problem gambling by restricting your ability to deposit on gambling sites using the following links:
https://betblocker.org/
https://www.gamblingcommission.gov.uk/public-and-players/page/i-want-to-know-how-to-block-gambling-transactions/
Underage gambling and blocking software
It is against the law for any individual who is under the age of 18 to gamble.
We here at L&L Europe Limited place great importance and take pride in our responsibilities in this regard.
Upon registration all customers are subject to a security check to ensure the information input is legally compliant and the information provided "checks out".
Anybody under the age of 18 found to be using our site will subsequently have their winnings forfeited and may be reported to the appropriate authorities due to fraudulent activity.
There are a number of third-party applications that parents or guardians can use to monitor or restrict the use of their computer's access to the Internet:
Net Nanny - Filtering software which protects children from inappropriate web content: https://www.netnanny.com/
GamBlock - Software which blocks access to gambling websites. A warning message will be displayed when a gambling site is detected and the browser will be shut down. This is also available for mobile and tablet: https://www.gamblock.com/ GamBan – Gamban is our recommended third-party Specialist Gambling Blocking Software. It is designed to protect people who have gambling addictions, and as such it is very robust and takes a multi-layered approach to protecting your device from accessing gambling content.
Installing Gamban on your devices is easy, quick and they offer live support. In addition to this it is also difficult to bypass and uninstall which is great to ensure users are protected when they have a moment of weakness. It’s available on all devices and blocks access to gambling sites across all browsers, it also blocks gambling apps. You can download Gamban and explore additional benefits by visiting their webpage: https://gamban.com/