• What is self-exclusion?
• Can I self-exclude from all gambling companies?
• What is the difference between a self-exclusion and an account closure?
• How do I self-exclude from my Casimba account?
• Are there any alternatives to self-exclusion?
• How soon after requesting a self-exclusion will it be activated?
• Can I re-activate my account or open a new account during the self-exclusion period?
• If I would like to re-activate my account after the self-exclusion period, can I do this?
• If I self-exclude, what happens to any money I have deposited but not played with?
• Is there any advice or assistance available for problem gambling?
• What can I do if I am worried about a friend or relative that I believe may have a problem with gambling?
Self-exclusion is a facility that all gambling operators offer to help those customer who feel that their gambling is out of control and want assistance to help them stop. By entering into a self-exclusion agreement with Casimba, you will be restricted from using your account for a specific period, as determined by you, of between 6 months and 5 years. Our self-exclusion facility covers our full network of products and services, so if you self-exclude from one brand, we will endeavour to prevent you accessing your Account (or opening a new Account) within your selected self-exclusion timeframe across our full network. If you have had an account closed elsewhere on our network, which may contain a balance, please contact the relevant Support team.
Please be aware that if you apply any player protection tool to an account with us it will not automatically apply network wide. If you wish to set a player protection tool you can do so by logging into the appropriate account online or alternatively the relevant Support team can set this for you.
If you are considering self-exclusion, you may wish to register with GAMSTOP. GAMSTOP is a free service that enables you to self-exclude from all online gambling companies licensed in Great Britain. To find out more and to sign up with GAMSTOP please visit www.gamstop.co.uk.
Self-exclusion is a hard lock that is set at a minimum of 6 months. You will be self-excluded from this website. Your account can be reactivated after at least a 24-hour period after the self-exclusion period set through this website has lapsed.
If you close your account (or request that your account be closed for you) the account will be closed but you will be able to reopen that account at any time and are free to open other accounts across the network. Should you request either of these account status updates through Live Chat or by email, it is important that you are very clear when stating whether you want your account to be CLOSED or SELF-EXCLUDED, and then follow any instructions provided.
You can automatically self-exclude by clicking this link to follow our simple self-exclusion process. This is an automatic exclusion and you will be asked to confirm the period of time you want the self-exclusion to apply for. It is important that you follow the instructions carefully, select the period you want to exclude for, and click submit. If you do not complete the process, your account will remain active.
There are a number of other options that you may apply to your account, such as setting deposit limits, time reminders, and time out periods of between 24 hours and 6 weeks. You can find more information, advice and guidance about responsible gambling here.
We will do all we can to apply the exclusion as soon as possible, however, please note that this process takes a reasonable working period to implement. We will not consider the self-exclusion period as having commenced until it has been fully implemented and communicated to you by email. If after this you find that you can still access any of our services, it is your responsibility to contact us immediately to inform us. Failing this, we will not be held liable to you or any third party if you are able to continue to gamble.
Once an exclusion has been applied, accounts cannot be reactivated under any circumstances until the expiry of the self-exclusion period. Casimba's self-exclusion policy involves a joint commitment from us and yourself. We will make every reasonable effort to ensure that you do not receive gambling material, and every reasonable effort to find and disable any associated accounts once we have received a self-exclusion request. By entering self-exclusion you agree that you will not try to reopen your account or attempt to register a new one. You are also responsible for telling us about any additional accounts. Please remember that if you inadvertently receive marketing material and continue to gamble, or you circumvent your agreement by, for example, continuing to gamble, opening and operating new accounts, and/or our automated checks and/or IT or software programmes fail to recognise any attempt by you to circumvent your self-exclusion, we are under no obligation to return any deposits, winnings, or other funds in respect of such activity online.
At the end of the period, you may start gambling again by contacting support. A 24 hour cooling off period will be imposed and you will be required to reconfirm account reactivation before you can begin to use your account again.
We will return those funds to you as soon as possible.
For more information there are a number of organisations that provide information and support:
Gamcare is a registered charity that provides confidential counselling via telephone for anyone that is affected by problem gambling. The GamCare National Helpline can be contacted on freephone number 0808 8020 133 FREE (free calls from all UK landlines and most major mobile networks) everyday from 8am to midnight. Alternatively, visit Gamcare.
GambleAware aims to promote responsibility in gambling. They provide information to help people make informed decisions about their gambling. For further information, help and support please visit www.gambleaware.co.uk.
We recommend that you ask them to contact us and any other company that they gamble with and discuss the responsible gambling options available to them. We would also recommend that they visit the GamCare and Gambleaware websites as they can provide useful information on how to deal with problem gambling.