Responsible Gambling

Our Commitment to Responsible Gambling

Casilando is committed to promoting safe, responsible gambling and to mitigating gambling-related harm. This policy sets out the framework we use to help players stay in control, the tools available to manage activity, and the support options we provide.

Eligibility and Verification

Participation in Casilando activities is subject to the following requirements: (1) Legal age to gamble, being at least 18 years old or the applicable legal gambling age in the player’s jurisdiction, whichever is higher; (2) Residence in a jurisdiction where online gambling is legal; (3) Provision of accurate and verifiable information at registration; and (4) Subject to ongoing verification as required by regulatory or internal risk controls. Casilando may request documentation to confirm identity and age, and may suspend or close accounts found to be in breach of these requirements.

Limits and Budgeting Tools

Casilando provides tools to help players manage spending with practical budget controls. These include:

  • Deposit limits available on a daily, weekly, or monthly basis;
  • Options to set, modify, or remove limits in accordance with account access rules; and
  • Recorded activity to help players monitor their gambling behaviour.

Limit changes take effect in accordance with our policy so players can plan their activity with greater predictability.

Time-Out and Cooling-Off

Time-Out and Cooling-Off are self-imposed restrictions designed to help players pause or pause longer from gambling activities.

  • Time-Out: A temporary restriction for a period of 1 week or 1 month. Time-Out can be applied by the player via the account interface. During Time-Out, the user cannot deposit, view products, or place bets. Time-Out takes effect immediately and is automatically lifted at the end of the selected period. Reversals of Time-Out prior to expiry are not permitted. Marketing communications are suspended within 2 working days of Time-Out confirmation.
  • Cooling-Off Period: A longer break of 6 months. During Cooling-Off, the account is restricted to prevent participation in wagering activities. Withdrawals of remaining balance may be permitted subject to applicable minimum withdrawal thresholds and any wagering requirements; damage to ongoing promotions or bonuses is avoided. Cooling-Off takes effect immediately and ends automatically after 6 months unless extended in accordance with our policy. Reversals prior to expiry are not permitted. Marketing communications are suspended within 2 working days of Cooling-Off confirmation.

Self-Exclusion

You may submit a Self-Exclusion request to restrict access to Casilando for a defined period or as a permanent measure. Self-Exclusion applies to Casilando and is not automatically extended to other operators. Upon acceptance of the request, login and withdrawal capabilities on Casilando are blocked. Processing of Self-Exclusion requests occurs within 24 hours of receipt. If Self-Exclusion is applied, any remaining balance may be forfeited in accordance with internal charitable or regulatory requirements, and marketing communications are suppressed for the period of exclusion. A Self-Exclusion request will prevent the creation of new accounts with Casilando during the exclusion period.

Recognising Signs and Safe-Play Guidance

Clients should consider whether their gambling behaviour reflects risks of harm. Indicators include chasing losses, spending beyond means, or gambling to cope with emotional or financial stress. To support safe play, Casilando recommends:

  • Gambling for entertainment and not as a guaranteed source of income;
  • Gambling only with funds you can afford to lose and setting fixed budgets;
  • Taking regular breaks and avoiding gambling when under the influence of alcohol or medication;
  • Not using gambling to replace social interaction or important obligations; and
  • Respecting personal limits and seeking help if gambling starts to impair finances, health, or relationships.

If you have concerns about your own or someone else’s gambling, consider contacting professional support services such as national problem gambling helplines or counselling organisations. Casilando can provide guidance on available local resources and how to access them through our support channels.

Help, Support and Resources

Casilando offers access to confidential help and practical support. If you experience gambling-related concerns, contact our Customer Care Team via Live Chat or via the designated support channels for guidance. We also encourage seeking assistance from recognised professional services such as independent problem gambling organisations and counselling services. Early intervention can help mitigate potential harm.

Friends and Family

Problem gambling can affect more than the individual player. If you are concerned about someone’s gambling, communicate supportively, encourage them to use protective tools, and direct them to professional assistance. If appropriate, you may also contact Casilando support to discuss available options for supporting the individual while maintaining safety and compliance with our policies.

Changes to This Policy

Casilando reserves the right to modify this Responsible Gambling Policy at any time. Any changes will be effective immediately upon posting to the Casilando platform. Players are encouraged to review this policy periodically to stay informed of any updates.

Contact Us

For questions about Responsible Gambling tools, or to access Time-Out, Cooling-Off, or Self-Exclusion, please contact Casilando Customer Care via Live Chat or through the designated support channels provided on the Casilando platform.