Responsible Gaming at Our Casino

Pokies and live games should stay a bit of fun, never a problem. On this page we set out, plainly, the tools we give you to stay in control and where to turn if gambling stops feeling like entertainment.

Our Commitment to You

We take player wellbeing seriously. Every account opened with us since our launch in 2017 runs under the same responsible-gaming policy, reviewed annually against our Curaçao licence conditions (OGL/2023/174/0082).

Our systems monitor play patterns for signs of distress, such as sudden deposit spikes or extended overnight sessions. When our team flags concerning behaviour, we contact you directly and offer limits or a break before things escalate. Reality-check reminders appear on your screen at intervals you choose, showing time played and net result for the session.

Know the Warning Signs

Problem gambling rarely announces itself. These signals, from our player-support experience and Gambling Help Online guidance, deserve honest attention:

• Chasing losses with bigger or more frequent deposits
• Hiding your play from family or friends, or lying about time spent gambling
• Borrowing money, selling possessions or using bill money to fund play
• Feeling irritable, anxious or restless when you cannot play
• Playing for longer than you planned, repeatedly
• Neglecting work, study or relationships because of gambling
• Gambling to escape stress, sadness or boredom rather than for fun
• Failed attempts to cut down or stop on your own

Tools You Can Use

Every tool below is free, active within minutes, and found under My Account, then Responsible Gaming. Set them yourself; no approval queue, no questions asked.

• Deposit limits: cap the amount you can deposit per day, week or month, applied instantly to all payment methods including crypto.
• Loss limits: stop play automatically once your net losses for the period reach a figure you set.
• Wagering limits: restrict the total value of bets you can place in a chosen period.
• Session timeouts: end your session after a fixed time, from 15 minutes upward.
• Reality checks: on-screen pop-ups every 15, 30 or 60 minutes showing time played, deposits and net result.
• Cooling-off periods: pause your account for a short break of 24 hours to 30 days.
• Self-exclusion: a formal block of 6 months or permanent, covering deposits, play and promotions.

Self-Exclusion, Step by Step

Choose self-exclusion under Responsible Gaming or ask our support team via live chat or [email protected], available 24/7. We support five durations:

• 24 hours (short timeout)
• 7 days
• 30 days
• 6 months
• Permanent closure

What happens to your balance

Once self-exclusion is active, logging in, depositing and playing are blocked immediately, and all promotional emails stop. Any remaining balance is returned to you via your verified withdrawal method; withdrawals remain available throughout the exclusion. Open bets already placed on live tables are settled normally and paid out with the balance.

Reactivating a temporary exclusion is never instant. At the end of the chosen period you must contact support and complete a review conversation before access resumes; we apply a 24-hour cooling delay after reactivation. Permanent exclusions cannot be reversed, and we will not open a new account for you, as duplicate accounts breach our terms.

Keeping Under-18s Out

You must be at least 18 years old to hold an account with us. Our KYC process verifies your identity, date of birth, proof of address and payment method before your first withdrawal, with checks taking up to 48 hours. We close accounts and void winnings where age verification fails.

If minors have access to your device, use parental-control software such as Net Nanny, Qustodio or CyberPatrol to block gambling sites, and never leave your session logged in. Keep your login details private, including from older teenagers.

Free, Confidential Help Nearby

Sometimes the best support is a conversation with people trained for it. These Australian services are free, confidential and available around the clock:

Talk to Us Any Time

Our support team is trained in responsible-gaming conversations and never judges. Reach us by live chat, any hour of the day, or email [email protected] with "Responsible Gaming" in the subject line; we answer gaming-harm queries within 24 hours and prioritise limit and exclusion requests immediately.

If you would like a summary of your play history before making a decision about limits or exclusion, ask and we will send it, no questions asked.

Frequently asked questions

How long does a deposit limit take to activate?

Deposit, loss and wagering limits apply the moment you confirm them under My Account, Responsible Gaming. Decreases are instant; increases take 24 hours to take effect as a cooling-off safeguard.

Can I withdraw my balance while self-excluded?

Yes. Withdrawals stay open during any exclusion period. Your remaining balance is returned to your verified withdrawal method, and open bets on live tables settle normally.

Can I cancel a self-exclusion early?

No. A temporary exclusion runs for the full period you chose. After it ends, you must contact support and complete a review conversation before access resumes, plus a 24-hour delay after reactivation. Permanent exclusions are irreversible.

What is the minimum age to play at Cleopatra Casino?

You must be 18 or older. We verify your date of birth through KYC before your first withdrawal, and accounts that fail age verification are closed with winnings voided.

Where can I get free help with gambling in Australia?

Call Gambling Help Online on 1800 858 858, 24 hours a day, or visit gamblinghelponline.org.au for free counselling and live chat. Lifeline (13 11 14) is available for general crisis support.