Our Commitment to Responsible Gaming
We want every session at Casinolab Casino to stay what it should be: entertainment you control. This page sets out the tools on your account, the signs worth watching for, and where free, confidential help is available in Australia if you ever need it.
How We Put Your Wellbeing First
We take player wellbeing seriously, and we build it into the platform rather than leaving it to good intentions. Our systems monitor play patterns for indicators of distress, such as sudden increases in deposit size, extended overnight sessions or repeated failed deposits in a row. When those signals appear, we reach out with information about limits and support options, never with judgement and never with a promotional nudge.
Proactive measures on your account
- Reality-check pop-ups at intervals you choose, showing session time and net result
- Behavioural monitoring that flags risky patterns for our trained player-care team
- Account cooling-off available at any time, no questions asked
- All bonus messaging suppressed for any account that has activated a limit or exclusion
- Staff trained in responsible-gambling intervention, with a dedicated escalation path
Know the Warning Signs
Gambling stops being entertainment when it starts costing more than money. None of these signs alone means there is a problem, but several together are worth an honest look. If you recognise yourself in this list, the tools further down this page are the fastest way to step back.
- Chasing losses with bigger or more frequent bets to win money back
- Hiding your play from family, friends or yourself, including a second hidden account
- Borrowing money, selling possessions or using bill money to gamble
- Feeling restless, irritable or anxious when you try to cut down
- Gambling to escape stress, loneliness or low mood rather than for fun
- Losing track of time and skipping sleep, work or meals to keep playing
- Repeated failed attempts to stop or cut back on your own
- Relationships suffering because of the time or money spent gambling
Tools You Can Use Today
Every tool below is on your account already, under Profile, then Responsible Gaming. Each one takes effect immediately, and none requires a phone call or an explanation from you.
Limits and controls
- Deposit limit: caps how much you can deposit per day, week or month, applied the moment you save it.
- Loss limit: stops play for the period once net losses reach your chosen amount.
- Wagering limit: restricts total bets placed in a set period, independent of results.
- Session timeout: logs you out automatically after a set number of minutes or hours.
- Reality checks: on-screen reminders at your chosen interval showing time played and net position.
- Cooling-off period: a short break of 24 hours to 30 days during which your account is frozen.
- Self-exclusion: a formal bar on your account for a longer term, described in the next section.
Self-Exclusion, Step by Step
Durations we support
You can exclude yourself for 24 hours, 7 days, 30 days, 6 months or permanently. Choose the term under Profile, Responsible Gaming, then Self-Exclusion, or ask our support team to apply it for you by live chat or email.
What happens to your account
Once self-exclusion is active, your account closes to login and we stop all marketing communication, including bonus emails and SMS. Your balance is returned to you via your verified withdrawal method, and any open or pending bets already placed are settled normally, with winnings paid out to the same method. Any VIP points simply pause until the exclusion ends.
During a fixed-term exclusion, the bar cannot be lifted early. Requests to reopen before the term expires are declined, including by phone or chat, and this protects the decision you made in a clearer moment. When a fixed term ends, the account reopens automatically unless you ask us to extend it. To reactivate, log in and confirm your choice, or contact support for the permanent-exclusion review process.
Keeping Under 18s Out
Our platform is strictly for players aged 18 and over. We verify age through our KYC process, which requires government-issued identification before your first withdrawal and reserves the right to request documents at any earlier point. Accounts we find to belong to a minor are closed immediately and permanently, with balances returned where lawful.
What parents and carers can do
Never leave a logged-in session unattended, and never share your account or payment details with a child. Parental control software adds a second layer of protection at home. Common options include:
- Net Nanny, a filtering tool with gambling-specific categories
- Qustodio, which blocks gambling sites across devices and screens time use
- CyberPatrol for household-level content filtering
- Built-in controls on iOS Screen Time and Google Family Link
Free Help Across Australia
Sometimes the best tool is a conversation with someone outside the game. These Australian services are free, confidential and available around the clock. Calling them leaves no record with us and no effect on your account.
- Gambling Help Online, 1800 858 858, gamblinghelponline.org.au, 24/7 telephone and live chat counselling
- Lifeline, 13 11 14, lifeline.org.au, 24/7 crisis support if gambling is affecting your mental health
- Gamblers Anonymous Australia, gamblersanonymous.com.au, free peer-support meetings nationwide
- Financial Counselling Australia, 1800 007 007, ndh.org.au, free financial counselling for gambling debt
Talk to Our Player Care Team
If anything on this page raises a question, our support team is reachable by live chat or at [email protected], 24 hours a day, 7 days a week. Ask for the responsible-gaming queue and your request goes to staff trained specifically in limits, exclusions and referrals. We answer those queries within one business day, and often much sooner. Whatever you decide, we will help you set it up without pushing you to stay.
Frequently asked questions
How do I set a deposit limit on my account?
Go to Profile, then Responsible Gaming, choose your daily, weekly or monthly amount and save. The limit applies immediately and cannot be raised until the current period ends.
Can I cancel a self-exclusion early?
No. Fixed-term exclusions of 24 hours, 7 days, 30 days or 6 months cannot be lifted early under any circumstances. The account reopens automatically when the term ends.
What happens to my balance if I self-exclude?
Your remaining balance is returned to your verified withdrawal method. Open bets already placed are settled normally and any winnings are paid out the same way.
Is gambling helpline contact visible to the casino?
No. Gambling Help Online and the other services listed are independent. Contacting them leaves no record with us and has no effect on your account.
How do you stop under-18s from playing?
We verify age through government ID as part of KYC, we can request documents at any point, and any account found to belong to a minor is closed immediately and permanently.