What is a Self-Exclusion?

On request, we will close your account for a minimum period of 6 months up to 5 years. It will not be possible to gain access to the account for any reason. Any balance on your account(s) will be transferred to your last known payment method, or any other third party payment method which we make available.

How do I set a Self-Exclusion?

You can request to Self Exclude at any time by contacting our 24/7 Customer Support Team. Please ensure you quote the reference 'Self Exclusion' in all correspondence to ensure that your account is closed for the correct reason. Emails can take up to 24 hours for a response, so we advise contacting via Free Phone or Live Chat if you wish for this to be actioned immediately.

Alternatively, you can log in to your account and go to My Account > Play Responsibly > Self Exclusion or you can click here. From there you will be able to choose a timescale between 6 months and 5 years, and set it yourself, just the same as if you contact us to do it for you.

If you prefer to email, you can also add a Cool Off to your account to lock yourself out immediately while the self exclusion is added. This can be found by going to Menu > My Account > Play Responsibly or by clicking here.

Can I reopen an account after a Self-Exclusion?

Accounts suspended due to Self-Exclusion cannot be reopened until the time period has expired. After this date, you may request to reopen the account by contacting Customer Support directly with your account details. Your request will then undergo a 24-hour review period and the reactivation will be subject to our approval. You may withdraw your request to reopen your account at any time during this 24-hour review period.

What happens to my account after I have set a Self-Exclusion?

We will take all reasonable steps to ensure you do not receive any marketing material from ourselves however, we cannot be held liable for any third-party affiliate marketing that you may receive that we have no control over. We have no responsibility or liability whatsoever if you continue to deposit or wager using third party accounts and/or if you open a new account with substantially the same personal registration information. By self excluding your account, you acknowledge that you are not permitted to open or use any account that is operated by any company within the Gamesys Group. We shall not be liable to refund any subsequent deposits that have been made on any additional accounts during this Self-Exclusion period.

You acknowledge that if you elect to Self-Exclude you are not permitted to open or use an account that is operated by any company in the Gamesys Group. We shall not be liable to refund any subsequent deposits you have made to any additional accounts during the Self-Exclusion period.

What sites are covered by a Self-Exclusion?

The Gamesys Group is one of the leading UK online gaming businesses and operators behind Jackpotjoy.com, Starspins.com, MONOPOLYCasino.com, VirginGames.com, HeartBingo.co.uk, RainbowRichesCasino.com and SmoothBingo.co.uk.

Any other accounts that you hold across the other websites that we operate will also be closed under the terms of our Self-Exclusion policy.

It is as part of our Responsible Gaming Terms and your commitment to your Self-Exclusion agreement that you do not register or operate any accounts on any of the sites that we operate during the time of your account Self-Exclusion period. Any accounts that we detect that contravene our policy will be closed under the terms of our Self-Exclusion policy.

Should you opt to Self-Exclude we strongly recommend that you consider Self-Excluding access to any other accounts you may have with other operators.

We will use all reasonable endeavours to ensure compliance with our responsible gaming Self-Exclusion policy. However, you accept that the operator has no responsibility or liability whatsoever if you continue to deposit and wager using any additional not previously disclosed accounts and/or if you open up a new account with substantially the same personal registration information.

If you are considering setting a 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.

What would happen if I breach a Self-Exclusion?

Should you register any accounts whilst the Self-Exclusion agreement is active, we reserve the right to void any winnings and withhold deposits, as to refund stakes that have been lost would be deemed a perverse incentive to gamble. The success of the Self-Exclusion facility relies on a large extent to which you are committed to managing your behaviour.

How do I get further help?

To support your decision to Self Exclude, we strongly recommend contacting Talk.Ban.Stop, a service designed to help those experiencing problem gambling on their journey to recovery. It’s a partnership between GamCare, Gamban and GAMSTOP. Their Helpline supplies free confidential information, advice and support, 24 hours a day. You can call them on 0808 8020 133, or start a live chat now. 

You’ll also be able to access a free Gamban blocking software, and they’ll talk you through the benefits of registering for self-exclusion via GAMSTOP. 

For further guidance, please contact your bank – Many high street banks now have the ability to block gambling transactions. We recommend contacting your payment provider to see if this facility is available. Please note that it is not available for all banks.

Currently, we are aware that HSBC, Halifax, Monzo, Barclays, Starling, Lloyds Bank, Bank of Scotland, RBS, NatWest, Nationwide and MBNA all offer this service to their customers