Frequently Asked Questions

We’ve gathered a list of frequently asked questions on the topic of responsible gaming and divided them into four different categories. Remember, if you don’t find what you’re looking for below, feel free to contact us!

FAQ for Gambling Addiction

I feel I have developed a gambling addiction and I would like to close my LeoVegas account. How can I do this?

It is great that you are aware of the problem and taking active steps to solve it! You have two options when it comes to closing your account. You can either contact our Customer Support Team, inform them of the fact that you feel you have developed a gambling addiction, and ask them to close your account. Alternatively, you can log into your account, click on the ‘Profile’ tab at the top of the page and select ‘Self-exclusion.’ You will then be required to enter your password and confirm the exclusion.

How can I restrict my access to gambling websites?

Once you’ve closed your gambling accounts, it would be a good idea to install the software offered by Gamban or Betfilter on any device you use frequently. This discrete software will restrict your access to gambling websites, and will allow you to focus on your recovery. We strongly recommend the product offered by Gamban – the subscription plans are flexible, and the cost is minimal. If you have recently closed your LeoVegas account permanently and are interested in this software, we will provide you with a code free of charge! Please get in touch with our Customer Support team for more information about this service.

Is there any help available for gambling addicts?

Yes! There are a number of established organisations who strive to minimize the harm associated with gambling and to help anyone affected negatively by gambling. The professionals behind GamCare, GambleAware and Gambler’s Anonymous will be able to offer you free guidance, therapy, and advice on debt management. They also offer services such as forums and organise self-help groups where you can discuss your situation with others who have been through similar experiences.

How does “LeoCare” work?

LeoCare is an initiative we have launched to help those of our customers who have developed a gambling addiction. If you have been a LeoVegas customer for at least 12 months, and deposited a total of £150, we will get you started with your treatment by paying for your first three therapy sessions. Please contact our Customer Support Team for more information about what we would need from you to make this happen.

FAQ for Gambling problem

What tools do you offer your customers to help them with time management?

If you feel that you are devoting more time to gambling than you intend to, we strongly encourage you to make use of the Session Limit, Time Alert or Wagering Limit. The Session Limit will automatically log you out of your account once you have played for the specified amount of time. Alternatively, the Time Alert function will keep you aware of the length of your gaming sessions with a popup which will display the length of the session as well as any changes to your balance.

The Wagering Limit will limit how much you are able to wager in a specific period of time. Once the amount you have wagered reaches this limit, you will not be able to continue gambling, giving you time to cash out while you’re ahead!

What tools do you offer your customers to help them with money management?

If you feel that you are spending too much money on gambling, we strongly encourage you to make use of the Deposit Limit, Loss Limit or Wagering Limit. The Deposit Limit will allow you to plan ahead and protect against getting carried away by limiting the amount you are able to deposit in a specified period of time. The Loss Limit serves a similar function, reducing the chance that you lose more than you are comfortable with by stopping you from placing wagers if you lose the specified amount.

A combination of these two tools will offer a go a long way to ensure that you are comfortable with the amount of money you use to gamble. The Wagering Limit will limit how much you are able to wager in a specific period of time. Once the amount you have wagered reaches this limit, you will not be able to continue gambling, giving you time to cash out while you’re ahead!

Can I change limits once I have set them?

Yes! Decreasing any of your active limits (i.e. making them stricter) will take place instantly. Increasing any of your limits (i.e. making them less strict) is subject to a cool off period of 24-hours. The intention behind the cool off is to give you time to reflect on the change, and to revoke it if you change your mind.

How can I see a summary of all recent transactions on my account?

A three-month history of all transactions which have taken place on your account are visible on the ‘History’ tab at the top of the page. This page details all payment transactions to and from your gaming account, as well as all Casino and Sports wagers and the results of these wagers. Checking this history is a very positive habit, and will help you to not get carried away.

How do I know if I have developed a gambling problem?

There are a number of signs which may indicate that you are having trouble controlling your gambling: a general preoccupation with gambling, failed attempts to stop gambling, increasing amounts of time and money dedicated to gambling, and lying to hide your gambling from your peers.

Completing the Self-Assessment we offer can give you a clearer picture of your gambling profile. The assessment measures the impact that gambling is having on various aspects of your life, and provides you with valuable advice on how you may reduce this impact.

How can I take a break from gambling?

If you feel that gambling is interfering with your life or that you simply wish to take a break from gambling, you have the option to do so for a period of your choosing. You have two options when it comes to take a break. Your first option is to contact our Customer Support Team, and ask them to suspend your account for a specific reason and period of time.  Alternatively, you can log into your account, click on the ‘Profile’ tab at the top of the page and select ‘Time-Out.’ You will then be required to select the duration of the break, enter your password and confirm break.

Is there any more information about signs of problem gambling?

Yes! GambleAware offer a concise list of signs of problem gambling. GamCare also operate the National Gambling Helpline (0808 8020 133) where you can discuss any worrying signs with trained professionals, and receive advice and emotional support.

FAQ for Friends & Family

How can I help someone with a gambling addiction?

Helping someone with a gambling addiction can be a daunting task, but there are a number of steps that could make the process more manageable. While it is always preferable for the individual to contact the operators he is gambling with to inform them of the problem, this may not always be possible. If so, we encourage you to contact the operators and inform them of the case. This will give them a heads up, and will make it more likely that their Responsible Gaming team will intervene.

How can I help someone to stop gambling?

Installing the blocking tools offered by Gamban or Betfilter on any device you share with the individual is a good step, as this will restrict his/her access to gambling websites. This added layer of protection between your loved one and gambling will protect against the possibility of relapse, allowing you to focus on the recovery process.

Is there any help for people who are indirectly affected by gambling addiction?
GamCare offer a list of tips on how you can help your loved one and how you can also look after yourself. GamCare also operate the National Gambling Helpline (0808 8020 133) where you can discuss any worrying signs with trained professionals, and receive advice and emotional support.
How can I tell if someone I know has developed a gambling addiction?
GambleAware offer a concise list of signs of problem gambling. GamCare also operate the National Gambling Helpline (0808 8020 133) where you can discuss any worrying signs with trained professionals, and receive advice and emotional support.

FAQ for Underage Gambling

What are the dangers of underage gambling?

Early exposure to gambling can quadruple the risk of the minor developing a gambling addiction later in life. Minors may be attracted to the excitement associated with gambling, but a lack of awareness of the dangers associated with this behaviour may have negative consequences. If you are aware of a minor who is gambling, it is important to intervene in order to avoid the individual from developing a problem.

How can parents prevent minors from gambling online?

Education on gambling and the dangers associated with gambling is the first step, as this can create a motivation for the child to refrain from gambling. We encourage all parents and guardians to make use of the service offered by NetNanny and CyberSitter if they suspect that the children in their care may be gambling online. This software will restrict access to gambling websites, allowing you to exercise greater control over what content they are exposed to.

What should I do if I am aware of a minor who is gambling online?

It is important to discuss this with the individual to try and highlight the dangers associated with gambling. It is also important to get as much information about which websites he/she is using. This will enable you to contact these operators and provide them with as much information as possible. With this information, the operators can investigate the case. Keep in mind that all operators are forbidden by law to provide you with any information about their customer’s accounts, but this should not discourage you from providing them with information.

The software offered by NetNanny and CyberSitter can be configured to block access to gambling websites. Installing this software on any device the minor uses frequently will restrict their access to gambling websites, and give you time to discuss the situation with him/her.

Contact us

Feel free to contact us if you would like any help or advice, or if you simply wish to talk!