Responsible Gaming

Gambling at play-uk.com, operated for Play by Grace Media (Gibraltar) Limited, is intended to be a form of entertainment, not a way to make money or solve financial problems. Responsible gaming means approaching online casino play consciously: understanding the risks, setting clear limits, and recognising when to stop. This page explains the tools, protections, and external support available so that you can observe your own behaviour, expand your awareness of potential risks, and reflect on whether your play remains safe and enjoyable. If at any time you feel that gambling is no longer fun or is causing harm, Play is committed to supporting you with account controls, timely information, and guidance toward professional help.

Risk Awareness

Most players enjoy online gambling without developing problems, but a minority may experience loss of control. Being aware of early warning signs is essential to reducing harm and seeking help in time.

Common Warning Signs

• Escalating play: Increasing deposit or stake sizes, chasing losses, or playing for longer than planned, especially late at night or when tired.
• Preoccupation with gambling: Frequently thinking about the next session, planning how to fund play, or checking the casino while at work or with family.
• Financial strain: Using money needed for bills, borrowing to gamble, using overdrafts or credit cards, or hiding bank statements.
• Emotional impact: Feeling guilt, anxiety, irritability, or depression related to gambling results, or gambling to escape problems or negative moods.
• Relationship and work problems: Lying about gambling, neglecting responsibilities, conflicts with family or friends, or reduced performance at work or study.

Self-Assessment Questions

If you answer "yes" to several of the questions below, your gambling may be risky and you should consider using the tools on this page and seeking professional support:

• Do you often gamble longer than you intended or spend more than you planned?
• Have you ever tried to win back money you lost by depositing again immediately ("chasing losses")?
• Do you hide or minimise your gambling from family, friends, or colleagues?
• Have your gambling activities caused arguments, debts, or problems at work or home?
• Do you feel restless or irritable if you try to cut down or stop gambling?
• Have you used money meant for rent, bills, or essentials to fund gambling?
• Do you feel that gambling is no longer just entertainment but something you "have to" do?

If you are concerned by your answers, we strongly encourage you to set limits, consider a Time-Out or self-exclusion, and contact the support organisations listed below.

Limits & Tools

Play provides a range of tools on play-uk.com to help you control your activity. Using them early and consistently is one of the most effective ways to maintain safe play.

Deposit Limits (Daily, Weekly, Monthly)

1. Access your account: Log in to your account on play-uk.com and go to "My Account" or the "Responsible Gaming / Player Limits" section in your profile.
2. Choose the limit type: Select "Deposit Limits" and pick the period you want to control: daily, weekly, and/or monthly.
3. Set your amounts: Enter clear, affordable figures in GBP (for example, £20 per day, £50 per week, £100 per month). Be realistic and base these on money you can afford to lose, not on potential winnings.
4. Confirm and save: Review your entries and confirm. The system will automatically stop additional deposits once you reach your chosen limit for the relevant period.
5. Changes to limits: Reducing a limit normally takes effect immediately or as soon as technically possible. Increasing or removing a limit will only occur after a mandatory cooling-off period (for example, at least 24 hours) and a further confirmation step, to ensure that the decision is considered and not made under emotional pressure.

Time Spent Controls and Session Reminders

• Session reminders: In the "Responsible Gaming" area, you can enable on-screen alerts that appear after a selected period of continuous play (for example, every 30 or 60 minutes). These messages remind you how long you have been playing and encourage you to review your balance and take a break.
• Reality checks: Where available, you can set a "reality check" timer that will pause your session at set intervals until you acknowledge the message and choose whether to continue or log out.

Time-Out (Short Breaks from Gambling)

If you feel the need to step away from gambling for a short period, you can request a Time-Out:

1. Navigate to Time-Out: While logged in, open "My Account" > "Responsible Gaming" > "Time-Out" (or a similarly named option) in your account settings.
2. Select the duration: Choose a break period, typically from 24 hours up to 72 hours or, where available, longer options (for example, 7 or 30 days).
3. Confirm your decision: Read the information about what Time-Out means (you will not be able to deposit or play during this period) and confirm. The Time-Out will be applied as soon as technically possible.
4. During Time-Out: You will be unable to place bets or access real-money games. You may still be able to log in to check information or withdrawals, depending on technical implementation, but you cannot cancel the Time-Out once activated.

Time-Out is designed as a short, reflective pause. If you feel that a longer or more permanent break is needed, please use the self-exclusion options described below.

Self-Exclusion

Self-exclusion is a stronger, longer-term measure for players who feel that they are losing control of their gambling. It prevents access to your account and cannot be easily reversed. For UK customers, self-exclusion should be combined with registration with GAMSTOP, the national online self-exclusion scheme.

How to Request Self-Exclusion

1. Access the self-exclusion area: Log in to your play-uk.com account and navigate to "My Account" > "Responsible Gaming" > "Self-Exclusion". If you are unable to log in, contact customer support via email at support@play-uk.com or via live chat on the website and request assistance.
2. Choose the exclusion period: Select a minimum period that reflects the seriousness of your concerns, typically from 6 months up to 5 years or lifetime. Longer periods are recommended where gambling has caused significant harm.
3. Read the conditions: Carefully review the information about the effects of self-exclusion, including that it cannot be cancelled during the chosen period and that new accounts must not be opened.
4. Confirm your decision: Tick the required acknowledgement boxes, provide any requested information, and confirm. You may receive a confirmation email summarising the start and end dates of your self-exclusion.

Consequences of Self-Exclusion

• No access to gambling: Once self-exclusion takes effect, you will not be able to log in to your account for the purpose of gambling, place bets, or deposit funds on play-uk.com during the exclusion period.
• Account handling: Marketing communications to your registered details will be stopped as soon as reasonably possible. Attempts to create new accounts on play-uk.com may be blocked and any such accounts may be closed when detected.
• Withdrawals and balances: You will not be able to access your account in the usual way to withdraw funds. However, any remaining real-money balance that is not subject to bonus conditions should be returned to you on request, subject to identity and security checks. Please contact support@play-uk.com to arrange this.
• Irreversibility during the period: Self-exclusion cannot normally be shortened or cancelled before the chosen period ends. After expiry, additional checks and a cooling-off period may be applied before any reactivation is considered, and in some cases reactivation may be refused for your protection.

National Self-Exclusion Schemes

• United Kingdom - GAMSTOP: All UK players are strongly advised to register with GAMSTOP, the free national online self-exclusion service. Once registered, you will be prevented from using online gambling websites and apps operated by companies licensed by the UK Gambling Commission, including play-uk.com, for your chosen period.
• Other countries (example - Spain): In some jurisdictions, such as Spain, national registers like RGIAJ may be available for land-based and online self-exclusion. If you are accessing play-uk.com from outside the UK where gambling is permitted, you should check with your local regulator for available schemes.

Self-exclusion is an important step. If you are considering it, we also strongly recommend that you seek support from specialist organisations and, where appropriate, professional counsellors or healthcare providers.

Support Resources

Problem gambling is a recognised mental health and financial-wellbeing issue. Independent organisations and tools can provide free, confidential help in addition to the measures offered by Play on play-uk.com.

Local UK Support

• National Gambling Helpline (GamCare): Freephone 0808 8020 133, available 24 hours a day, 7 days a week, for anyone in the UK worried about their own or someone else's gambling. Support is confidential and provided mainly in English.
• GamCare Online Services: Live chat, forums, and structured online support courses are available via gamcare.org.uk.
• GambleAware / BeGambleAware: Information, self-help tools, and signposting to treatment providers in Great Britain via begambleaware.org.

International Support Organisations

Self-Exclusion Schemes and Blocking Tools

• GAMSTOP (UK online self-exclusion): Free self-exclusion from all participating UK-licensed online gambling operators. Register at gamstop.co.uk.
• National registers abroad (example - Spain's RGIAJ): Many regulators operate their own self-exclusion registers for citizens and residents. If you live outside the UK, consult your local gambling authority's website.
• Blocking software - Gamban: Device-level software that blocks access to gambling sites and apps. See gamban.com for details and availability.
• Blocking software - BetBlocker: Free open-source blocking application offering device-based blocking and parental control features. See betblocker.org.
• Bank and card controls: Many UK banks now allow customers to enable "gambling blocks" on debit cards or accounts. Check your bank's mobile app or website.

Family and Friends Support

• GamCare for affected others: Support and information for family members and friends harmed by someone else's gambling.
• GamAnon / family groups: Peer-support meetings and online groups for relatives and friends; details available via gamblersanonymous.org or local GA sites.
• Online forums and chats: Many of the organisations above provide moderated forums and group chats where you can share experiences confidentially.

All of these services are independent from Play and are usually free to access. They treat your information confidentially, subject to their own safeguarding policies, and offer professional or peer-led assistance that complements the tools provided on play-uk.com.

Help for Family

Gambling problems rarely affect only the person who gambles; they can also place emotional and financial strain on family, partners, and friends. If you are concerned about someone who uses play-uk.com, the following guidance may assist you.

Approaching the Conversation

• Choose the right moment: Speak when both of you are calm and have time, avoiding conversations during or immediately after gambling sessions or arguments about money.
• Use non-judgmental language: Focus on how their behaviour affects you, using "I" statements (for example, "I'm worried about how much you are gambling") rather than accusations.
• Listen actively: Allow them to express their perspective, fears, or shame. Being heard can be an important first step towards change.
• Encourage, do not enable: Avoid lending money to cover gambling losses or paying off debts without addressing the underlying problem. Instead, help them access support.

Getting Them Engaged in Support

• Suggest a joint call or chat: Offer to sit with them while they contact a helpline such as GamCare or while they explore online support tools.
• Promote self-exclusion and limits: Encourage them to use deposit limits, Time-Outs, and self-exclusion on play-uk.com and to register with GAMSTOP.
• Seek professional help: Consider recommending a GP, mental health professional, or specialist gambling counsellor. Gambling-related harm is treatable and support is available.

Support for You as a Family Member

• Family support services: Organisations such as GamCare and GamAnon offer dedicated resources for affected others, including helplines, individual and group support.
• Online forums and chats: Many support websites host anonymous forums and chatrooms where family members can share their experiences and coping strategies.
• Practical steps: Where appropriate, consider taking steps to protect household finances, such as separating accounts, monitoring joint spending, or seeking independent debt advice.

Remember that you cannot control another person's gambling, but you can protect yourself, set clear boundaries, and encourage them to seek help. If you ever feel at risk of harm, contact emergency services or local crisis support immediately.

Operator's Commitment

Grace Media (Gibraltar) Limited, the UK Gambling Commission license holder (licence number 57869) operating play-uk.com for Play, is required by the UK Gambling Commission's Licence Conditions and Codes of Practice to take reasonable steps to prevent gambling-related harm. In addition to the player tools described above, internal monitoring and interventions are used to support safer gambling.

Internal Risk-Check Procedures

• Behavioural monitoring: Systems may analyse patterns such as very frequent deposits, rapidly increasing stakes, extended play sessions, repeated attempts to deposit after declines, and regular play during late-night hours. These patterns can indicate increased risk.
• Affordability and vulnerability indicators: Where appropriate, the operator may assess whether your gambling appears affordable in light of your activity and may look for indicators of vulnerability (for example, significant changes in behaviour following life events you disclose).
• Automated and manual reviews: Potential risk patterns may trigger alerts that are reviewed by trained safer-gambling staff, who may decide on appropriate actions, such as sending safer-gambling messages or applying restrictions.

When Support May Contact You

• Proactive safer gambling messages: If your activity suggests a heightened risk, you may receive messages via email, on-site notifications, or live chat reminding you of the available tools, suggesting limits, or encouraging you to consider a break.
• Requests for information: In some cases, the operator may ask for additional information to help assess affordability or vulnerability. This may include questions about your circumstances or requests for documents, in line with privacy laws and the privacy policy published on play-uk.com.
• Imposed limits or restrictions: Where the risk of harm appears significant, Play may impose measures such as deposit or loss limits, temporary blocks, or account closure/self-exclusion, even if you have not requested them. Such actions are taken to comply with regulatory duties and to protect you from further harm.

The operator's responsible gaming policies are regularly reviewed in line with regulatory updates, industry best practices, and data protection requirements. All processing of personal data for safer-gambling purposes is carried out in accordance with the privacy policy available at https://play-uk.com/privacy-policy.

Updates

This Responsible Gaming page is a living document that may be updated to reflect changes in UK law, UK Gambling Commission requirements, industry best practice, or the services and tools provided on play-uk.com.

How You Will Be Notified

• Website updates: The latest version of this page will always be available in the "Responsible Gaming" section of play-uk.com. Material changes may be highlighted by banners, pop-up notices, or notifications within your account area.
• Email notifications: Where significant changes affect your rights, obligations, or the availability of key tools (for example, new self-exclusion options), Play may also notify you by email using the contact address registered on your account, subject to your communication preferences.
• Other communications: Important updates may also be communicated via on-site messages, and, where applicable, via customer support interactions.

Last updated: 20 January 2026. You should review this page regularly to stay informed about the latest responsible gaming measures and support options.

Contact & Feedback

If you have questions about responsible gaming, need help using any of the tools described on this page, or wish to provide feedback, the responsible gaming team for Play can be reached via the following channels:

• Email (Responsible Gaming): support@play-uk.com - please include "Responsible Gaming" in the subject line for faster routing. The team aims to respond within 24 - 48 hours.
• Live chat: 24/7 live chat is available on play-uk.com via the on-site help icon, initially assisted by the "Grace" chatbot. You can request to speak with a human agent regarding responsible gaming concerns.
• Telephone: At present, Play does not provide a dedicated telephone support line. If this changes, the relevant number and hours of operation will be published here and in the help section of play-uk.com.

Feedback and Self-Control Requests

You can submit responsible gaming requests and feedback in the following ways:

• Online feedback form: Use the contact or support form available in the help/support section of play-uk.com, selecting a category such as "Responsible Gaming" or "Account Limits" and describing your request (for example, setting limits, requesting a Time-Out, or asking for information about your activity).
• Self-control requests by email: You may email support@play-uk.com to request the setting or adjustment of limits, Time-Out, or self-exclusion if you cannot access your account. For security reasons, the support team may need to verify your identity before acting on your request.
• Complaints and ADR: If you wish to raise a complaint about responsible gaming measures or their application to your account, please follow the complaints procedure outlined in the Terms & Conditions at https://play-uk.com/terms-and-conditions. If your complaint remains unresolved, you may be able to escalate it to the appointed Alternative Dispute Resolution provider, the Independent Betting Adjudication Service (IBAS), whose website is https://www.ibas-uk.com.

Important notice: Gambling is strictly restricted to persons aged 18 or over in the UK. If you believe that someone under 18 has access to an account on play-uk.com, please contact the support team immediately. This page is for information only and does not constitute medical, psychological, or financial advice; if you are concerned about your mental health or financial situation, you should also contact appropriate professional services.