Responsible Gaming

Gambling at Queen Play on queenplay.bet is designed to be a form of entertainment, not a way to earn regular income or solve financial difficulties. Responsible gaming means making informed, conscious choices about when, how and how much you play, staying in control of your time and money, and recognising when to stop. In line with the requirements of the UK Gambling Commission and the operator AG Communications Limited (licence number 39483), we provide tools, information and support so that you can manage your play safely. If at any time you feel that gambling is no longer fun or is affecting your life negatively, our customer support and responsible gaming team are available to help you take action and access professional assistance.

Risk Awareness

Most players enjoy online casino games without difficulty, but gambling can create risks if it stops being a form of entertainment and begins to impact your wellbeing, finances or relationships. Understanding the early warning signs of problem gambling is an important first step in protecting yourself.

Common Warning Signs

• Thinking about gambling frequently, even when you are working, studying or spending time with family.
• Spending more time or money on queenplay.bet than you originally planned, or playing until you have used all available funds.
• Chasing losses by increasing stake size or depositing again to "win back" money you have lost.
• Borrowing money, using overdrafts or credit intended for other purposes in order to gamble.
• Hiding or lying about your gambling from friends, family or colleagues.
• Feeling irritable, anxious or low when you cannot gamble, or using gambling to escape stress, depression or other problems.
• Missing work, studies or important obligations because of gambling or recovery from gambling sessions.

Self-Assessment Check

Consider the statements below. Answer honestly with "yes" or "no" in your own mind:

• I often gamble for longer than I intended once I start.
• I sometimes spend money on queenplay.bet that was meant for bills, rent or essentials.
• I have tried to cut down or stop gambling but found it difficult to do so.
• I feel guilty, ashamed or stressed about how much I gamble or how much I owe.
• Other people have commented negatively on my gambling or expressed concern.
• I gamble to forget problems, to relieve unpleasant feelings, or to feel "numb".
• I would feel very uneasy if I could not access my gambling account for a period of time.

If you recognise yourself in several of these statements, or if any single statement strongly applies to you, we strongly encourage you to set stricter limits, consider taking a break or self-excluding, and contact one of the professional support organisations listed below. Gambling-related harm is a health issue, and confidential help is available.

Limits & Tools

queenplay.bet provides a range of tools that help you stay in control of your spending and the time you spend playing. These tools form part of our obligations under UK Gambling Commission regulations and the internal policies of AG Communications Limited.

Deposit Limits

You can set daily, weekly and monthly deposit limits to control how much you can add to your account over specific periods.

1. Access your account: Log in to queenplay.bet and click on "My Account".
2. Open Responsible Gaming: Select the "Responsible Gaming" or "Play Responsibly" section.
3. Choose Deposit Limits: Click on "Deposit Limits".
4. Set your limits: Enter a maximum amount you are comfortable depositing:
   • Daily limit (e.g. £20 per day).
   • Weekly limit (e.g. £50 per week).
   • Monthly limit (e.g. £100 per calendar month).
5. Confirm your choice: Review the figures, then click "Save" or "Confirm".

Decreases to your limits normally take effect immediately, in line with UK rules designed to protect players. Increases may only take effect after a cooling-off period (for example, at least 24 hours) so that you have time to reconsider. If you are unsure which amounts are safe, choose conservative limits based on money you can comfortably afford to lose, never on money needed for living costs or debts.

Session Time Limits and Reality Checks

You can control the time spent in each session:

• Reality checks: In "Responsible Gaming", enable on-screen reminders that appear after a chosen time (for example, every 30 or 60 minutes) summarising your session duration and net result.
• Session limits: Set a maximum continuous play time (for example, 60 or 90 minutes). When this time expires, you will be logged out or prompted to take a break before continuing.

These tools are designed to interrupt continuous play so that you can make conscious decisions rather than playing automatically.

Short-Term Breaks ("Time-Out")

If you feel you need a short pause from gambling, you can activate a Time-Out on queenplay.bet.

1. Log in, go to "My Account" > "Responsible Gaming" > "Time-Out".
2. Select the duration of your break, for example:
   • 24 hours,
   • 48 hours,
   • 72 hours, or up to a few weeks where available.
3. Read the description of what the Time-Out means, then click "Confirm".

During a Time-Out you will not be able to deposit or wager. Depending on the settings, you may be able to log in only to view your account and remaining balance. Once the selected period ends, access will automatically be restored; if you feel at risk, consider extending your Time-Out or moving to full self-exclusion.

Self-Exclusion

Self-exclusion is a stronger measure intended for players who feel at risk of harm or who have developed a gambling problem. It prevents access to your account for an extended period and cannot be reversed early. This is a key requirement of the UK Gambling Commission and is implemented by AG Communications Limited across queenplay.bet.

How to Self-Exclude

1. Log in to your account: Access queenplay.bet and open "My Account".
2. Open the Self-Exclusion menu: Go to "Responsible Gaming" and select "Self-Exclusion". If you cannot find it, you can also contact customer support via live chat or e-mail and request self-exclusion.
3. Choose the exclusion period: Select a duration, typically:
   • 6 months (minimum period),
   • 1 year,
   • 2 years, 5 years or another long-term option,
   • Lifetime (permanent exclusion from queenplay.bet).
4. Confirm your decision: Read the information about the consequences, tick the confirmation box to acknowledge that you understand, and click "Confirm" or "Submit".
5. Confirmation message: You will receive on-screen confirmation and usually an e-mail confirming that self-exclusion has been applied.

Consequences of Self-Exclusion

• Account access: You will not be able to log in to your account for the chosen period, place bets, deposit funds or open new accounts with queenplay.bet under the same personal details.
• Balance and withdrawals: You remain entitled to withdraw any remaining real-money balance. If you cannot log in, contact customer support or the responsible gaming team to request a withdrawal. Bonus funds, unused free spins and similar promotional balances may be forfeited according to the bonus terms.
• Open bets: Bets placed before self-exclusion remain valid and will be settled in the normal way. Winnings on such bets may be paid out, but you will not be able to continue betting.
• Marketing communications: Reasonable steps will be taken to remove you from marketing lists as soon as practicable. You may still receive non-promotional notices required for regulatory or account reasons.
• End of the period: For fixed-term self-exclusion, access is not always automatically restored. In some cases, you may be required to contact support after the period and confirm your intention to reopen the account, subject to further checks.

Multi-Operator Self-Exclusion (GAMSTOP)

Self-excluding with queenplay.bet only blocks gambling on this site. To block most licensed online gambling operators in Great Britain, you should also register with the free GAMSTOP service at www.gamstop.co.uk. Once registered, you will be prevented from using gambling websites and apps run by companies licensed in Great Britain for your chosen period. For gambling in Spain, a comparable national scheme is managed by the Directorate General for the Regulation of Gambling (Registro General de Interdicciones de Acceso al Juego - RGIAJ). These schemes provide an additional layer of protection beyond operator-specific tools.

Support Resources

If you are worried about your gambling, or about someone close to you, talking to a trained professional can make a significant difference. The organisations below offer free, confidential support and are independent of queenplay.bet and AG Communications Limited. Reaching out for help does not affect your legal rights or how we handle your account in line with UK regulations.

Local Support for UK Players

• National Gambling Helpline (GamCare): Call 0808 8020 133 free of charge from within the UK, 24 hours a day, 7 days a week. Support is available in English, with access to translation services where reasonably practicable.
• GamCare Online Services: Live chat, structured online programmes and community forums are available via gamcare.org.uk.
• GambleAware / BeGambleAware: Information, self-help tools and signposting to treatment through begambleaware.org.
• NHS Services: Your GP can refer you to specialist NHS gambling treatment services. In an emotional crisis, you can call 999 in an emergency or 111 (England, Wales and Northern Ireland) for urgent medical advice.
• Samaritans: Emotional support 24/7 on 116 123 (free), or visit samaritans.org.

International Support Organisations

These organisations are independent and experienced in supporting people in many different countries. They provide advice, peer support and access to treatment pathways where available in your region.

Self-Exclusion Schemes and Blocking Tools

• GAMSTOP (Great Britain): Free multi-operator self-exclusion for most online gambling companies licensed in Great Britain. Register at gamstop.co.uk.
• RGIAJ (Spain): National self-exclusion register managed by the Spanish gambling regulator (Dirección General de Ordenación del Juego). Information is available at ordenacionjuego.es.
• Gamban: Device-level blocking software that prevents access to most gambling websites and apps once installed. See gamban.com.
• BetBlocker: Free open-source application that blocks access to many gambling sites and allows you to set restriction periods. See betblocker.org.

Support for Family and Friends

• GamAnon (Gamblers Anonymous Family Groups): Support meetings for relatives and friends of people with gambling problems. Information: gamblersanonymous.org (see "Gam-Anon" links where available).
• GamCare Family & Friends Forum: Online community for people affected by someone else's gambling, accessible via gamcare.org.uk.
• Gambling Therapy - Friends & Family: Dedicated online groups and resources for affected others at gamblingtherapy.org.

All support services mentioned above treat your contact as confidential within the limits of the law. They are staffed by professionals or trained volunteers with experience in gambling-related harm and can advise on practical steps, emotional support and local treatment options.

Help for Family

Gambling-related harm often affects not only the person who gambles, but also partners, children, relatives and friends. If you are concerned about someone using queenplay.bet or other gambling services, you are not alone and support is available for you as well.

How to Talk to Someone You Are Worried About

• Choose the right moment: Speak at a calm time when neither of you is rushed, angry or under the influence of alcohol or drugs.
• Use "I" statements: Focus on how their gambling affects you and the family (for example, "I feel worried when...") rather than blaming or accusing.
• Listen actively: Allow them to explain their feelings and avoid interrupting. Acknowledging their stress or shame can make it easier for them to accept help.
• Stay factual and non-judgemental: Refer to specific examples (missed payments, sleepless nights, secrecy) rather than general criticism.
• Encourage, do not control: You cannot force someone to change, but you can encourage them to contact a helpline, set limits or self-exclude.

Protecting Yourself and Next Steps

• Protect your finances: Consider separating bank accounts, limiting shared credit, and monitoring joint bills to ensure essentials are paid.
• Seek independent advice: Contact debt advice services (for example, StepChange Debt Charity at stepchange.org) if gambling has created financial pressures.
• Access family support groups: Join online forums or support groups such as the GamCare Family & Friends Forum or GamAnon meetings to share experiences and coping strategies.
• Consider professional help: Encourage the person you are worried about to talk with their GP or a specialist therapist experienced in addiction. You may also benefit from counselling for yourself.
• Know emergency options: If you believe someone is at immediate risk of self-harm, contact emergency services (999 in the UK) or the Samaritans on 116 123 straight away.

Family members and friends have a right to support and safety. Seeking help for yourself does not breach confidentiality with queenplay.bet and does not interfere with the player's legal rights.

Operator's Commitment

queenplay.bet is operated in the United Kingdom by AG Communications Limited, licensed and regulated by the UK Gambling Commission under account number 39483, with a registered address at 135 High Street, Sliema SLM 1548, Malta. As a licensed operator, we are required to identify and manage the risk of gambling-related harm and money laundering, and to act when there are indicators that a customer may be at risk.

Monitoring and Risk Checks

• Behavioural monitoring: We use automated systems to monitor patterns of play, including frequency of deposits, length of sessions, changes in stake size, repeated declined transactions, and signs of chasing losses. These systems are part of our safer gambling and anti-money laundering controls.
• Affordability and verification: In line with UK regulatory expectations, especially following past regulatory action, we may request additional information such as proof of identity, address or source of funds. This can occur even if you have previously been verified and may lead to temporary restrictions while checks are completed.
• Automated and manual review: Potential risk markers can trigger alerts for manual review by trained responsible gaming and compliance staff, who assess the situation and determine appropriate actions.

When We May Contact You

• Safer gambling messages: If we see activity that may indicate risk (for example, very long play sessions, rapid repeated deposits, or patterns inconsistent with your profile), we may send in-account messages, pop-up reminders or e-mails recommending tools such as limits, Time-Out or self-exclusion.
• Direct contact: For higher-risk cases, our team may contact you by e-mail, live chat, SMS or telephone to discuss your gambling, remind you of available tools, and encourage you to consider setting stronger protections.
• Account restrictions: Where we believe that continued gambling may cause harm, or where required by law or our licence conditions, we may limit or suspend your account, cancel bonuses, or apply mandatory limits. These measures are taken to protect you and to comply with our regulatory obligations.
• Handling concerns and complaints: If you disagree with a responsible gambling decision, you can raise a complaint via our internal complaints procedure. If the matter is not resolved, you may refer the dispute to our appointed Alternative Dispute Resolution (ADR) provider, the Independent Betting Adjudication Service (IBAS) at ibas-uk.com. IBAS decisions are binding on the operator for qualifying disputes up to the applicable limits.

All information used in risk assessments is handled in accordance with our privacy and data protection obligations. Our aim is to balance your right to enjoy gambling as an adult with our duty to minimise the risk of harm and to comply fully with UK law.

Updates

Responsible gambling regulations and best practices continue to evolve, and queenplay.bet periodically reviews and updates this page to reflect current requirements, guidance from the UK Gambling Commission and developments in industry standards.

• How we will notify you: Significant changes to our responsible gaming tools or policies may be communicated through in-account messages, e-mail notifications, or prominent banners on the website. Minor clarifications or editorial updates may be made without direct notice but will always be reflected on this page.
• Where to check current information: The latest version of our responsible gaming information will always be available in the "Responsible Gaming" or "Play Responsibly" section accessible from the footer or your account menu on queenplay.bet.
• Relationship with other terms: This page should be read together with our Terms and Conditions, Bonus Policy and Privacy Policy, which remain the primary legal documents governing your relationship with the operator.

Last updated: 6 November 2025.

Contact & Feedback

If you have questions about responsible gaming, need help applying limits or self-exclusion, or wish to provide feedback on how we manage safer gambling, you can contact our dedicated team. Communication with our responsible gaming staff is treated with sensitivity and confidentiality, subject to our legal and regulatory obligations.

Responsible Gaming Contact Details

• E-mail: You can contact the responsible gaming team at responsiblegaming@queenplay.bet. Please include your full name, registered e-mail address and username so we can locate your account securely.
• Telephone: Phone support for UK players is available via the customer service number displayed in the "Contact Us" or "Help" section of queenplay.bet. Call charges depend on your service provider; we recommend checking the current number and opening hours on the site, as these may be updated.
• Live chat: Live chat is accessible from the "Help" or "Support" link on queenplay.bet and can be used to request limits, Time-Out, self-exclusion or information on support services.

Feedback and Self-Control Requests

You can submit a responsible gaming request or feedback form through the "Responsible Gaming" or "Contact Us" sections of your account. When completing the form, please provide:

• Your full name and registered e-mail address.
• Your username on queenplay.bet.
• The type of request (for example, "Set deposit limit", "Time-Out", "Self-exclusion", "Concern about my gambling", "Concern about another person").
• A brief description of your situation and the support or changes you are seeking.
• Your preferred method of contact (e-mail, phone or in-account message).

Our team aims to review responsible gaming requests as a priority and to respond within a reasonable timeframe. In urgent situations, such as where you fear immediate harm, we encourage you to use live chat or to request self-exclusion directly in your account, and to contact the external helplines listed on this page for immediate support.