Self Exclusion

Purpose and scope

Casilando offers a formal self-exclusion option to assist customers in managing gambling behaviour. This policy outlines how self-exclusion operates, who it covers, the resulting effects on accounts and promotions, and the process for reactivation.

Eligibility

The policy applies to all Casilando customers aged eighteen (18) years or older. Casilando may implement self-exclusion for any account where protective measures are warranted or required by applicable law and licensing conditions.

Initiating self-exclusion

To initiate, sign in and select Self-Exclusion from the account menu, or contact Casilando support at [email protected]. If you use a live chat function, a support agent will direct you to the official self-exclusion workflow via email. Once a self-exclusion request is made, the relevant accounts will be disabled without delay.

Exclusion periods

• 6 months
• 9 months
• 12 months

For residents of the United Kingdom, the minimum self-exclusion period is six (6) months. Upon expiry, non-UK residents are automatically reactivated; UK residents must contact Casilando support to reactivate after the exclusion period ends.

Effects during exclusion

During the selected period, you will be unable to sign in, deposit funds, or withdraw funds. You will be excluded from all Casilando promotions, bonuses, and loyalty offers for the duration of the period. Casilando will treat any accounts linked by identifiers—household exposure, shared devices, email addresses, payment addresses, IP addresses, or shared environments—as part of the same self-exclusion measure, and such linked accounts will also be rendered inactive for the exclusion period.

Reactivation and extensions

On expiry, non-UK residents will have automatic reactivation of the account. UK residents must contact Casilando support to reactivate their account after the exclusion period ends. You may request an extension prior to expiry by submitting a justification; Casilando will assess the request and respond within a reasonable timeframe.

Cooling-off option

In addition to formal self-exclusion, Casilando offers a cooling-off period. You may select a cooling-off duration of 24 hours, 1 week, 3 weeks, or 6 weeks. During a cooling-off period, gambling services are unavailable and the account will automatically resume normal access at the end of the period, unless another measure is chosen.

Data handling and compliance

Self-exclusion records are maintained to enforce the exclusion across Casilando services and associated identifiers. Attempts to circumvent the exclusion may result in additional restrictions or account termination in accordance with applicable laws and internal policies.

Support and resources

If you or someone you know is concerned about gambling, contact Casilando support for guidance on responsible gaming and access to available support resources. Casilando will provide information consistent with its licensing requirements and best practices for player protection.

Policy updates and contact

Casilando may update this Self-Exclusion Policy from time to time. The version in force at the time of exclusion applies. Continued use after updates implies acceptance. For inquiries or to commence self-exclusion, contact Casilando support at [email protected].