Responsible gambling is essentially part of you being safe whilst you wager online, it’s a two-part process, whereby we can help provide you with the tools to gamble responsibly, but ultimately you need to be aware of your gambling habits and know how to manage them safely. As always, we are here with some handy hints and useful tools to help you play safely, because let’s be honest, it’s easy for us all to get carried away sometimes.
Playing online should be fun, that’s why it was designed and why we love bringing new games to players. However, this is not always the case. Gambling is an addictive behaviour, and whilst most players can manage without assistance, for others it can be a little bit harder and maybe even develop into a serious problem. If your playing habits are taking too much of your time, money and affecting your ability to live everyday life, this may be you. As a responsible casino operator, we have some website functions that can help you limit your play and ensure it remains a positive presence in your life. They are:
These allow you to set limits on the amount of money you deposit. They can be daily, weekly or monthly limits and can be activated immediately. Once set, if you want to remove the deposit limit you will have a 24-hour cooling off period enacted to ensure it isn’t a rash decision.
Deposit limits (whether they are in your head or via our website) are something all players should use, especially those on a budget. Ideally, before you start betting or playing online you should know your maximum spend. This will help you strategize and plan your play, but also to enjoy positive and sensible gambling. Remember gambling should be fun, safe and positive. You can find deposit limits in your SportPesa account, under the responsible gaming tab.
A reality check is a reminder you can set that tells you how long you’ve been playing for. You can set it from 30mins up to 5 hours and it will pop up on screen telling you how long you’ve been playing for. You’ll have to confirm that you’ve seen it by clicking on it before it will disappear. It is the SportPesa version of a friendly nudge.
Time outs are a soft measure, designed to give you a break if you’ve got caught up in a game and are finding it difficult to stop an online session. They tend to be shorter than self-exclusion periods, but actually, we are happy to set the time limit to whatever you feel is necessary from 24 hours up to 6 months. When the time is up, your account will automatically re-activate. If you’re looking for a longer time out, because gambling is having an impact on your life, self-exclusion is for you.
Self-exclusion periods are available to customers who are struggling with their gambling behaviours and the impact they have on their lives. As a responsible casino, we understand that this is a reality for some. Self-exclusion periods are a serious matter for us and for you as they exclude you from our casino and it can also be applied to other casinos, betting sites and operators that we work with. The period can range from 6months to 5 years- depending on your request- we’ll give you a call after you submit your self-exclusion request to talk it through with you and reach the best choice. Our dedicated and trained staff are able to assist you in recognising your needs when it comes to exclusion periods and aim to be supportive in the service they offer. The conditions are strict, because self-exclusion is a more severe casino lockout for when you have identified yourself as having a gambling problem. The impacts of setting a self-exclusion period are:
- You cannot use your SportPesa account until the period ends.
- If you apply for self-exclusion using our automatic website function it will be applied immediately.
- Any funds in your account will be returned to you (except any open bets).
- You will not receive any marketing or promotional materials from us during this time.
- To re-open your account after the self-exclusion period, you’ll need to contact us and we will enact a 24-hour cooling off period before it becomes active again.
Your self-exclusion period is a last resort, which you should consider when other self-help methods haven’t worked and you have a gambling issue.
There are instances when we may close your account. You’ll find you deposit limits, reality reminders, timeouts and self-exclusion in your account, on the left side, under responsible gaming.
In certain instances where you may have had poor customer service from support or a bad user experience with the website, this is not a reason to self exclude. A simple email to customer service to voice your dissatisfaction would quickly and easily resolve this, and if you’re really feel aggrieved you do have the option to have your account closed. Remember, Self Exclusion should be used to protect yourself should you have a problem that you are battling to control on your own.
Permanently Closing your Account
If you need a more permanent measure, you can contact us at customer support to permanently close your account.
Be Safe, Secure and Have Fun
If you are worried you may have a gambling issue, ask yourself the following questions:
- Does gambling affect your everyday life?
- Do you hide how much you gamble from the people in your life?
- Do you find it difficult to stop gambling after a big loss or when your balance is gone?
- Do you borrow money to be able to gamble?
- Do you gamble in response to negative emotions?
If you are answering yes to these questions, it is a very good indicator that you have a gambling problem. Along with the services we provide there are also UK based charities that can help you with your gambling issues www.begambleaware.org is a fantastic example of one, which you can contact via their free phone: 0808 8020 133, or their website.
We are always on hand to help our players, if after reading this you are still left with some question or would like to talk one to one with us you can open live chat, or email us at customer services. All our frontline staff is trained in responsible gambling awareness and social responsibility. Otherwise, happy and safe gambling to you all!