What limits are on my account?
We believe that playing for fun and being in a safe, secure environment go hand in hand. As a safety net, we don't only let you set your own limits — we also set a limit on your account ourselves. This operator-set limit can be either a Net Deposit Limit or a Deposit Limit (together known as your Financial Limits). The amount we set can vary from account to account, but it offers an extra layer of protection, and we always encourage you to set your own limits too, based on your own assessment of what's affordable. If the limit we've set is lower than the one you've set yourself, ours will take precedence over any limit you've set.
Can I change my limits?
You're able to change your own limits at any time via My Account > Play Responsibly > Financial Limits. To increase or decrease the limit we've set on your account, however, you'd need to contact our Customer Due Diligence Team.
Will the limit change immediately?
If you change a limit yourself, decreasing the value or shortening the frequency takes effect immediately. Increasing the value or the frequency requires a 24-hour cooling-off period before it takes effect. Any changes we make to a limit we've set on your account take effect immediately.
How is my limit calculated?
Limits — whether set by you or by us — can work in one of two ways:
- Net Deposit Limit: based on your "net position" — your deposits minus any withdrawals within the period. For example, if you have a £100 monthly Net Deposit Limit and you've deposited £80 and withdrawn £30 since the period started, you'll have £50 remaining (£80 − £30 = £50).
- Deposit Limit: based on your deposits only — withdrawals don't free up any room. For example, if you have a £100 monthly Deposit Limit and you've deposited £80, you'll have £20 remaining, regardless of any withdrawals you've made.
If you hold both a limit you've set and one we've set, each deposit is checked against whichever limit currently has the smaller amount remaining.
What if I don't use all of my limit?
That's absolutely fine. Your limit is the maximum you're able to deposit during the specified period, so you can always choose to deposit less. You can lower any limit you've set yourself at any time via My Account > Play Responsibly > Financial Limits. Decreases in value or frequency take effect immediately.
What if I reach my limit?
It's not possible to deposit beyond your limit. The total amount you're able to deposit is dictated by a combination of the limit you've set and the limit we've set — whichever is stricter applies. For example, if you set a £10 weekly limit and we set a £100 monthly limit, the most you'd be able to deposit is £10 per week, as that's the stricter of the two.
What should I do if I want to increase the limit that you've set for me?
The majority of our customers use their regular monthly income to play onsite, so if you're looking to increase a limit we've set on your behalf, we'd need proof of income through a recent bank statement. Please contact our Customer Due Diligence Team to discuss your account and the options available to you on 01782 983371 (24 hours) or through Live Chat (9am–9pm, available in the bottom right-hand corner of the screen), where one of our friendly team will be happy to help.
Am I allowed to remove my own Financial Limits?
We always recommend keeping your own limits in place alongside the limit we set, but it is possible to remove any limit you've set yourself. You'd then simply be covered by whichever limit we've set for you. To change this, please contact our Customer Due Diligence Team on 01782 983371 (UK) or +353 1 800 849289 (Republic of Ireland), or through Live Chat (9am–9pm, available in the bottom right-hand corner of the screen), where one of our friendly team will be happy to help.