Responsible Gaming at Casino Chan

Pokies and table games should stay a bit of fun, never a problem. We give you the limits, reminders and pause buttons to keep it that way, and if things ever feel off-kilter, you will find real help here, free of judgement and free of charge.

Our Commitment to You

Since we opened our doors in 2015, keeping play healthy has been part of the job, not an afterthought. Your account comes with a full set of protective controls switched on by default in the background: reality-check messages, session timers and behaviour monitoring that flags sudden shifts in deposit frequency, chasing patterns or late-night marathon sessions.

When our system spots something out of character, we do not punish you for it. A trained member of our support team will contact you privately, outline the tools available and, if you want, walk you through setting a limit on the spot. You decide what happens next. We simply make sure you get the choice before the situation escalates.

Know the Warning Signs

Problem gambling rarely announces itself. It shows up in small habits that quietly stack up, usually in the months before anyone calls it a problem. Read the list below with honesty rather than alarm; one ticked box is a conversation starter, several are a signal to act.

• Chasing losses: topping up again and again to win back money already lost, often at higher stakes than planned.
• Hiding your play: clearing browser history, downplaying sessions to family or friends, or playing only when nobody is around.
• Borrowing to gamble: using credit cards, buy-now-pay-later services or loans from mates to fund deposits.
• Money worries creeping in: bills sliding, rent stretched or savings dipped into because play ate the budget.
• Mood changes around gambling: restlessness or irritability when you cannot play, guilt or defensiveness after a session.
• Time distortion: sessions running well past what you intended, sleep cut short, work or study slipping.
• Loss of enjoyment: playing on autopilot rather than for fun, and feeling flat even after a decent win.
• Failed attempts to cut back: several tries to slow down or stop that did not stick.

Set Your Limits in Minutes

Every tool below lives in your account under Profile, then Responsible Gaming. Each one takes under a minute to activate, works straight away and stays in force until you say otherwise.

• Deposit limits cap how much you can load per day, week or month; once set, a limit cannot be raised for 24 hours.
• Loss limits cap how much you can lose in a chosen period, calculated on net losses rather than turnover.
• Wagering limits cap the total value of bets you can place before the period resets.
• Session timeouts log you out automatically after a duration you choose, from 30 minutes upward.
• Reality checks send an on-screen pop-up every 15, 30 or 60 minutes showing time played and net result for the session.
• Cooling-off periods freeze your account for a short break, from 24 hours to 30 days, with no deposits or bets possible.
• Self-exclusion is the strongest option, closing your account for a fixed term or permanently; details in the section below.

Self-Exclusion, Step by Step

Durations we support

Self-exclusion is a firm off-switch. Choose a term of 24 hours, 7 days, 30 days or 6 months, or make it permanent. During the term, login is blocked, deposits bounce back to source, marketing emails stop and our support team will not reactivate the account early, even if you ask. This rigidity is deliberate; it is what makes the tool work when willpower alone is not enough.

What happens to your money

Nothing is forfeited. Your balance stays yours, and any bets open at the moment of exclusion play out to their natural result, with winnings credited to your account for withdrawal. Our payments team processes balance payouts to a verified method of your choice, typically within 24 hours for crypto and e-wallets such as MiFinity, Jeton, Skrill, Bitcoin or Tether.

For the fixed-term options, the account reopens automatically once the term ends. For the 6-month option, send a reactivation request to [email protected] at least 7 days before expiry so our team can confirm it is a considered decision, not a late-night impulse. Permanent exclusions cannot be reversed, which is exactly why we ask you to think it through first and, ideally, discuss it with a Gambling Help Online counsellor before committing.

We Keep Under 18s Out

Gambling is strictly for players aged 18 and over. Our KYC policy requires a passport or ID, proof of address and payment-method verification before your first withdrawal, and the age check happens at that identity stage, not later. Any account found to belong to a minor is closed immediately and its balance refunded; there is no wiggle room on this.

If minors have access to your device, do not rely on our log-in alone. Install parental control software such as Net Nanny, Qustodio or Gamban, keep your password private, never let a session stay open unattended and consider password-protecting your payment methods as well. Gambling Help Online's website also hosts free guidance for parents worried about a young person's exposure to gambling.

Free Help Across Australia

Our tools manage play on our platform; they are not counselling. If gambling is affecting your money, relationships or mental health, talking to a specialist service costs nothing and is completely confidential. These Australian services exist for exactly that reason, and you do not need to be in crisis to call.

• Gambling Help Online: phone 1800 858 858, 24 hours a day, or chat and self-help tools at gamblinghelponline.org.au.
• Lifeline: phone 13 11 14, 24 hours a day, for crisis support if gambling is affecting your mental health, at lifeline.org.au.
• Financial Counselling Australia: phone 1800 007 007 to speak with a free, independent financial counsellor about gambling-related debt.

Talk to Our Support Team

Our live chat runs around the clock, every day of the year, and every agent can activate limits, cooling-off periods and self-exclusion directly from your request, with no need to explain your reasons. Emails to [email protected] are answered within 24 hours, and messages about self-exclusion or balances are escalated to our payments and player-wellbeing teams first.

For anything about responsible gaming specifically, start the message with the words responsible gaming so it is routed straight to a trained handler rather than the general queue. Asking for a limit is never noted against you, never affects withdrawals and never appears in marketing decisions. It is the most ordinary request we receive, and one of the most important ones we handle.

Frequently Asked Questions

Can I lower my deposit limit straight away?

Yes. Decreases apply immediately, while increases take 24 hours to activate, giving you time to reconsider. Set or change a limit under Profile and Responsible Gaming, or ask live chat to do it for you.

What happens to my balance if I self-exclude permanently?

Your balance is paid out to a verified withdrawal method, typically within 48 hours. Any open bets settle to their natural result first, and winnings are credited and included in the payout. Permanent self-exclusion cannot be reversed.

Does setting a limit slow down my withdrawals?

No. Limits and self-exclusion have zero effect on withdrawal processing times or limits. Withdrawals run on our standard schedule, 0 to 24 hours for crypto and e-wallets, 1 to 5 business days for cards and bank transfer.

Is Gambling Help Online really free and private?

Yes. Calls to 1800 858 858 are free from any Australian phone, available 24/7, and the service is confidential and independent of Casino Chan. Counsellors will not contact us or anyone else without your consent.

Can someone under 18 play with my permission?

No, under any circumstances. Our licence requires that every player be 18 or older, verified through KYC. Sharing an account with a minor closes the account, forfeits eligibility and may be reported as required by our Curaçao licence terms.