Responsible Gaming

Responsible gaming at Chumba Casino is based on the principle that gambling should remain a form of entertainment, not a way to make money or solve financial or personal problems. Our aim on chumba-au.com is to provide clear information, practical tools and access to support so that every player can make conscious, informed decisions about when and how they play. We recognise that some people may experience difficulties in controlling their gambling, and we are committed to assisting them with appropriate safeguards, advice and access to independent professional help whenever needed.

Risk Awareness

Gambling involves financial risk and can be harmful if it stops being entertainment. Recognising early warning signs is essential to protecting yourself and those around you.

Typical warning signs of problematic gambling

• Increased frequency and stakes: You are betting more often, for longer sessions, or with higher amounts than you originally planned or can comfortably afford.
• Preoccupation with play: You regularly think about the casino, your previous sessions or the next opportunity to play, even during work, study or family time.
• Chasing losses: You feel a strong need to keep playing in order to "win back" money you have lost, instead of accepting losses as part of gambling.
• Loss of control: You find it difficult to stick to limits, stop when you intend to or walk away, even when you know you should.
• Neglecting responsibilities: Gambling causes you to miss work, study, family events or other important commitments.
• Borrowing or using essential funds: You borrow money, sell possessions or use funds intended for bills, rent, food or other essentials to gamble.
• Emotional distress: You feel guilt, shame, anxiety, depression or irritability because of your gambling or when you are unable to play.
• Hiding behaviour: You lie to family or friends about how much time or money you spend gambling, or you gamble in secret.

Self-assessment: quick check of your behaviour

If you are unsure about your gambling, ask yourself the following questions. Answer honestly with "yes" or "no":

• Do I often gamble longer than I planned, even when I tell myself I will stop?
• Do I gamble to escape from problems, stress, loneliness or unpleasant feelings?
• Have I tried to reduce or stop gambling but found it difficult to do so?
• Have I ever borrowed money, used credit, or left bills unpaid so I could gamble?
• Do I feel restless, irritable or low when I cannot gamble?
• Has anyone close to me expressed concern about my gambling or suggested I should cut back?
• Do I often think that one more session or one big win will solve my problems?

If you answer "yes" to one or more of these questions, your gambling may be becoming risky. We strongly encourage you to consider setting strict limits, taking a break, using self-exclusion and/or contacting a professional support service listed below.

Limits & Tools

Chumba Casino provides a range of tools on chumba-au.com to help you keep control of your play. These tools are designed to support informed decisions and to prevent gambling-related harm. Once set, certain limits cannot be increased immediately; this is to protect you from impulsive decisions.

Deposit limits (daily, weekly, monthly)

You can restrict the amount you are able to spend within chosen periods. The specific labels of menu items may vary over time, but the process generally operates as follows:

1. Access your account: Log in to your player account on chumba-au.com and go to the "My Account" or "Profile" area.
2. Open responsible gaming settings: Select "Responsible Gaming", "Limits" or a similarly titled section within your account menu.
3. Choose the type of limit: You will normally see separate fields for:
   • Daily deposit limit - the maximum amount you can deposit in any 24-hour period.
   • Weekly deposit limit - the maximum amount you can deposit between Monday and Sunday (or other defined 7-day period).
   • Monthly deposit limit - the maximum amount you can deposit in a calendar month.
4. Enter your chosen amounts: Type the maximum figures that fit comfortably within your personal budget, taking into account your income, regular expenses and savings goals (for example, AUD 20 per day, AUD 50 per week, AUD 100 per month).
5. Confirm and save: Review the amounts, confirm your selection and save the changes. A confirmation message should appear once your limits are active.

Important protective rule (AU compliance approach): If you reduce your deposit limits, the change should take effect as soon as technically possible. If you later decide to increase or remove a limit, the change may be subject to a cooling-off period (for example, 24 hours or more) to prevent impulsive increases. During this period, your previous lower limits will remain in force.

Time limits and session controls

Time awareness is critical for responsible gaming. Chumba Casino supports time-based tools intended to help you manage how long you stay logged in or playing.

• Session timers: In your "Responsible Gaming" or "Preferences" area, you may enable a session reminder that displays a notification after a selected period (for example, every 30, 60 or 120 minutes). When the reminder appears, you can choose to log out, take a break or continue.
• Daily playing time limits: Where available, you can set a maximum number of hours you may be logged in or playing per day. Once this limit is reached, you will be logged out and prevented from playing again until the next day.

Short breaks - "Time-Out" (24 - 72 hours)

If you feel you need a short, structured pause, you can use a Time-Out function (sometimes described as "cooling-off"). While the exact terminology may vary, the principles below apply:

1. Navigate to Time-Out: Log in, open "My Account" and select "Responsible Gaming" or "Player Protection". Look for a "Time-Out", "Short Break" or similar option.
2. Choose the duration: Select a pause period (for example, 24 hours, 48 hours or 72 hours). During this time, you will not be able to place bets or participate in games.
3. Confirm your request: Read the on-screen explanation of what Time-Out involves, then confirm your choice. You may receive an e-mail confirming that your account is in Time-Out.
4. During the Time-Out: You will not be able to log in and play. Depending on the technical settings, you may still be able to access account information or support, but gameplay will be disabled.
5. After the Time-Out: Once the selected period ends, your account will normally be reinstated automatically. We encourage you to review your limits and consider longer self-exclusion if you still feel at risk.

If any of these tools are unavailable or you require assistance applying them, you should contact our responsible gaming support team via the contact options in the "Contact & Feedback" section below.

Self-Exclusion

Self-exclusion is a stronger protective measure intended for players who feel they are losing control over their gambling or who have experienced harm. By activating self-exclusion, you ask Chumba Casino to block your access for a defined period or permanently. Once imposed, self-exclusion cannot usually be revoked before the end of the selected term.

How to initiate self-exclusion

1. Log in to your account (if safe to do so): Go to chumba-au.com and sign in. If logging in feels risky, you may also contact support directly and request assistance.
2. Go to the Self-Exclusion section: Within "My Account", open "Responsible Gaming", "Player Protection" or a similarly named area and select "Self-Exclusion". If you cannot find this option, contact support and ask to be directed to, or assisted with, self-exclusion.
3. Select the exclusion period: You will generally be able to choose from:
   • Temporary self-exclusion - usually a minimum of 6 months.
   • Extended self-exclusion - such as 1 year, 2 years or 5 years.
   • Lifetime self-exclusion - a permanent block indicating you do not wish to access the service again.
4. Read the information carefully: Before confirming, you will be shown an explanation of the consequences of self-exclusion, including access restrictions and the handling of any remaining account balance.
5. Confirm your decision: Tick any required confirmation boxes, re-enter your password if prompted and click "Confirm Self-Exclusion" or the equivalent. You may receive an email acknowledging your request.

Support contacts for self-exclusion assistance

If you are unable to self-exclude using your account, or if you require additional help, you should contact our responsible gaming support team using the contact options described in the "Contact & Feedback" section. For your protection, support staff may ask you to clearly confirm that you are requesting self-exclusion and may require identity verification to ensure that the exclusion is correctly applied to your account.

Consequences of self-exclusion

• Login and access: From the moment self-exclusion takes effect, you will not be able to log in, place bets, access games or reopen the account for the duration of the selected exclusion period. Attempts to create new accounts contrary to this restriction may result in those accounts being closed once identified.
• Marketing and communications: We will take reasonable steps to stop sending you marketing communications related to gambling once self-exclusion is confirmed. Some non-marketing messages (for example, legally required notices or account-related information) may still be sent where necessary.
• Account balance and withdrawals: Applicable rules regarding any remaining balance or outstanding withdrawals will be governed by the terms and conditions available at https://chumbacasino.com/terms-and-conditions. In general, you will not be able to use any remaining balance for further play while self-excluded. Where legally and contractually permitted, you may request withdrawal of an eligible balance by contacting support.
• Reactivation after temporary exclusion: When a temporary self-exclusion period expires, your account will not necessarily be reactivated automatically. For your protection, additional checks or a formal request and cooling-off period may apply before any reactivation is considered.
• Lifetime self-exclusion: A lifetime exclusion is intended to be permanent. Requests to lift a lifetime exclusion, if considered at all, would be subject to strict review, evidence of sustained behavioural change and extended additional waiting periods. Chumba Casino reserves the right to refuse such requests.

Important notice for AU residents: According to information available as of 2026, Australia is an Excluded Territory for participation in the sweepstakes mode of Chumba Casino as set out in its terms and conditions. Chumba Casino does not make the sweepstakes product available to persons in Australia. References to self-exclusion above are provided for transparency and for players accessing chumba-au.com from other permitted locations. This page does not constitute an offer of services to Australian residents and does not waive any territorial restrictions under the Interactive Gambling Act 2001 (Cth) or other applicable law.

Support Resources

Problem gambling can affect anyone, regardless of background or experience. If you or someone close to you is experiencing difficulties, professional, confidential and often free assistance is available. Chumba Casino strongly encourages you to seek help early and to use recognised specialist services in addition to the tools offered on chumba-au.com.

Local support - Australia

Although the Chumba Casino sweepstakes product is not offered to residents of Australia, people in Australia may still experience gambling harm from other sources. The following independent services provide nationwide support in Australia. They operate separately from Chumba Casino and offer confidential assistance:

• Gambling Help Online (Australia)
  • Website: gamblinghelponline.org.au
  • Services: 24/7 online counselling, email support and information for anyone affected by gambling, including family and friends.
  • Languages: English, with access to translation and interpreter services on request.
• National Gambling Helpline - Australia (through Gambling Help services)
  • Phone: 1800 858 858 (free call within Australia)
  • Hours: 24 hours a day, 7 days a week.
  • Services: Confidential telephone counselling, referral to local face-to-face services and support for affected families.
  • Languages: English, with access to interpreter services on request.
• Lifeline Australia
  • Phone: 13 11 14 (within Australia)
  • Website: lifeline.org.au
  • Hours: 24/7 crisis support and suicide prevention.
  • Note: Lifeline is not a gambling-specific service, but can support people experiencing emotional distress related to gambling or other issues.

All of these services operate independently of Chumba Casino and are bound by their own privacy and confidentiality rules. In general, your identity and discussions will not be disclosed without your consent, subject to any mandatory reporting obligations under Australian law (for example, if there is an immediate risk of serious harm).

International support organisations

If you are outside Australia or prefer international services, the following organisations provide help to people affected by problem gambling worldwide:

National and regional self-exclusion schemes

In addition to using the self-exclusion tools described on chumba-au.com (where available in your location), many countries operate centralised self-exclusion systems covering multiple online operators or land-based venues. Examples include:

• United Kingdom - GAMSTOP: A free service allowing players to self-exclude from all participating licensed online gambling companies in Great Britain. Website: gamstop.co.uk.
• Spain - RGIAJ self-exclusion register: The "Registro General de Interdicciones de Acceso al Juego" allows individuals to request exclusion from licensed operators in Spain. Information is available through the Spanish regulator's website.
• Other EU jurisdictions: Several EU Member States maintain similar national registers. Check your local gambling regulator's website for current options.

Note: These schemes are managed by regulators or independent bodies, not by Chumba Casino. You must apply directly to the relevant scheme, and the scope and duration of exclusion will be determined by that scheme's rules.

Blocking software and device-level tools

Device-level blocking tools can add an extra layer of protection by restricting access to gambling-related content across multiple operators:

• Gamban: Commercial software that blocks access to most gambling websites and apps once installed on your devices. Website: gamban.com.
• BetBlocker: Free blocking software that allows you to set self-exclusion periods from online gambling sites. Website: betblocker.org.
• Operating system and browser controls: Many smartphones, computers and routers allow you to restrict content or set usage schedules. Check your device settings for parental controls or content filters that can be applied to gambling sites.

Support for families and significant others

Family members and close friends can also access professional support even if the person with gambling problems is not yet ready to seek help. Many of the organisations listed above provide dedicated services, group programmes and educational materials for affected others. Communication with these services is usually confidential and can help you understand what to expect, how to protect yourself financially and emotionally, and how to encourage your loved one to seek help.

Help for Family

Gambling problems often affect more than just the individual who gambles. If someone close to you is experiencing difficulties, it is important to prioritise your own safety and wellbeing while encouraging them to seek support.

Talking to someone about their gambling

• Choose the right moment: Try to speak when the person is calm, not during or immediately after a gambling session and not in the middle of a conflict over money or other stressors.
• Use non-judgmental language: Focus on how their behaviour affects you and others rather than labelling them. For example, say "I feel worried when..." instead of "You are addicted" or "You are irresponsible".
• Be specific and honest: Explain concrete issues you have observed (missed bills, borrowing, secrecy, mood changes) and how they impact the family, including children if relevant.
• Listen and avoid blame: Give them time to respond and acknowledge that change is difficult. Avoid ultimatums unless needed to protect your safety or finances.
• Encourage professional help: Suggest contacting a gambling helpline, counsellor or support group and offer to help them make the first call or attend the first appointment.

Family support groups and resources

The following resources can assist families and friends affected by someone's gambling:

• Gambling Help Online - For Families & Friends (Australia): Offers information and online support services specifically tailored to people affected by another person's gambling. Website: gamblinghelponline.org.au/for-families-and-friends.
• Gam-Anon: A worldwide fellowship for relatives and friends of problem gamblers. Website: gam-anon.org, containing meeting listings and resources.
• Online forums and moderated chats: Many national helplines, including Gambling Help Online and Gambling Therapy, operate moderated forums and chatrooms where family members can share experiences anonymously and receive peer support.

Recommended next steps for families

• Seek your own counselling: Even if your loved one is not ready to seek help, you can speak to a counsellor or therapist experienced in gambling harm. They can help you develop coping strategies and set boundaries.
• Protect your finances: Where appropriate, consider:
  • Separating bank accounts and limiting shared credit facilities.
  • Monitoring access to joint savings, mortgage accounts, and children's funds.
  • Seeking financial counselling to address debts or arrears.
• Consult health professionals: Encourage your loved one to see a general practitioner (GP), psychologist or psychiatrist, especially if there are signs of depression, anxiety or self-harm. Gambling disorders often co-occur with other mental health conditions that also require treatment.
• Use crisis services when necessary: If you believe there is an immediate risk of self-harm or harm to others, contact emergency services in your country (for example, 000 in Australia) or a crisis helpline such as Lifeline (13 11 14 in Australia) without delay.

Chumba Casino cannot provide clinical advice or family counselling but supports the use of these independent, professional services.

Operator's Commitment

Chumba Casino, operated in connection with chumba-au.com and owned by entities within the VGW Holdings group, is committed to aligning its practices with recognised international standards for player protection and to complying with applicable laws and licence conditions in each jurisdiction where its services are lawfully provided. While Australia is an Excluded Territory for the sweepstakes product, the principles below reflect our broader approach to responsible gaming.

Internal monitoring and risk checks

Subject to applicable privacy and data protection laws, we may review and analyse player activity to identify patterns that could indicate problematic gambling. This analysis may include:

• Behavioural indicators: Unusually long playing sessions, frequent deposits within short periods, repeated attempts to deposit after failed transactions or behaviour suggesting loss of control.
• Use of responsible gaming tools: Repeated setting and rapid requesting of higher limits, frequent short Time-Outs, or previous self-exclusions followed by intense activity after reactivation.
• Player communications: Direct statements from players or their families expressing concern, requests for help or indications of financial and emotional distress related to gambling.

These reviews are primarily aimed at supporting safer play and complying with licence obligations, such as the B2C Gaming Service Licence (MGA/B2C/188/2010) issued to VGW Games Limited by the Malta Gaming Authority for certain markets.

Our interventions and contact with players

Depending on the level of risk indicated by the available information, our support team may consider various interventions, which can include, but are not limited to:

• Educational messages: Displaying on-screen warnings or reminders about responsible gaming, including information on setting limits or taking a break.
• Proactive contact: Sending emails or in-account messages, or in some cases making phone calls (where contact numbers are available), to:
  • Draw attention to observed patterns that may indicate risk.
  • Provide information about responsible gaming tools and external help services.
  • Encourage the player to review and adjust their limits or consider self-exclusion.
• Imposed restrictions: Where required or permitted by law or licence conditions, we may:
  • Lower existing deposit or loss limits.
  • Impose a Time-Out or temporary suspension.
  • Apply self-exclusion or close accounts where continued play would be clearly inconsistent with responsible gaming objectives.

Factors that may lead us to initiate contact or impose restrictions include repeated high-risk behaviour over time, direct admissions of harm, or third-party reports that are credible and verifiable. Each decision is taken on a case-by-case basis and seeks to balance player autonomy with the duty to minimise gambling-related harm.

Privacy and data use: Any monitoring and intervention activity is conducted in line with applicable privacy legislation and our privacy policy, and is limited to what is necessary to meet regulatory obligations and support player safety.

Updates

Responsible gaming standards, legal requirements and best practices continue to evolve. Chumba Casino may update this page and its internal procedures periodically to reflect changes in applicable laws, regulatory guidance, licence conditions or industry standards, as well as improvements to our own tools and systems.

How you will be informed of changes

• Website updates: The latest version of this Responsible Gaming page will always be available on chumba-au.com. Substantive changes may be highlighted through banners or notifications on the site.
• E-mail notifications: Where required by law or considered appropriate, we may send an e-mail to your registered address explaining significant changes affecting your rights, obligations or the protection measures available to you.
• Terms and conditions: Changes to core contractual terms will be reflected in the terms and conditions published at https://chumbacasino.com/terms-and-conditions. In the event of inconsistency, those terms will generally prevail over this information page.

Date of last update: This Responsible Gaming page was last updated on 6 November 2025 and reviewed for currency through 2026. Subsequent updates may occur at any time; please check this page regularly.

Contact & Feedback

Chumba Casino encourages players and concerned third parties to contact us with questions about responsible gaming, to request assistance with limits or self-exclusion, or to provide feedback on how we can improve our safeguards. While some specific contact details are not publicly listed in the data available to us, you can generally reach the operator using the channels below.

Responsible gaming contacts

• Website: Official site for this geo - https://chumba-au.com
• Terms & Conditions and related contact details: https://chumbacasino.com/terms-and-conditions (this page may provide up-to-date contact details, including e-mail addresses and other channels maintained by the operator).
• E-mail (general responsible gaming enquiries): If a dedicated address is provided in the official terms or support section, please use that address and include "Responsible Gaming" in the subject line so your request can be routed to the appropriate team.

Where phone numbers or direct e-mail contacts are updated or newly published by the operator, those will take precedence over any generic references in this document. Always rely on the latest information provided on chumba-au.com or in the official terms and conditions.

Feedback and self-control requests

If you wish to request assistance with self-control or responsible gaming measures, please include the following information when contacting us via the support or contact form on chumba-au.com (where available):

1. Your account details: Your registered name, username and the e-mail address linked to your chumba-au.com account.
2. Type of request: Whether you are seeking:
   • Help setting or reducing deposit or time limits;
   • Activation of a Time-Out or self-exclusion;
   • Information on responsible gaming tools; or
   • Feedback or complaints about responsible gaming measures.
3. Consent to protect you: A clear statement that you are making the request voluntarily and that you understand the potential consequences (for example, that self-exclusion may block access to your account for a defined or lifetime period).

Our team will aim to respond within a reasonable timeframe, subject to applicable legal and licence requirements. Please note that Chumba Casino cannot provide clinical treatment or financial advice; for those services, we strongly recommend contacting the independent organisations listed in the "Support Resources" and "Help for Family" sections above.

Disclaimer: This Responsible Gaming page is intended for general information only and does not replace the legally binding terms and conditions or privacy policy applicable to your use of chumba-au.com or any related service. In the event of any conflict between this page and the official terms, the latter will prevail, subject to applicable law. Nothing in this page constitutes legal advice to players or third parties.