Responsible Gaming

Gambling should always be a form of entertainment, not a way to solve financial problems or cope with personal difficulties. On Merlin Casino, operated via merlincas.com by Versus Odds B.V. (licensed in Curaçao under Antillephone N.V. licence 8048/JAZ2019-020), we promote a conscious, controlled approach to online gambling. This page explains how to recognise risks, how to use the tools we provide, and where to find professional, independent support if gambling stops being fun.

Merlin Casino is not licensed by the UK Gambling Commission and is not covered by UK schemes such as GamStop or UK-approved Alternative Dispute Resolution providers. Nevertheless, we voluntarily apply many recognised player-protection practices and offer 24/7 support via live chat and email form to help you stay in control and to react quickly if you experience gambling-related harm.

Risk Awareness

Most players gamble occasionally for fun and remain within their limits. For some, however, gambling can become harmful. Understanding the early warning signs helps you act before problems escalate.

Common Warning Signs

• Preoccupation: Frequently thinking about betting, planning the next session, or reliving past wins or losses when you should be focused on work, study, or family.
• Increasing stakes: Gradually raising bet sizes or deposits to chase the same "excitement" or to recover previous losses.
• Chasing losses: Returning to merlincas.com specifically to win back money you have lost, instead of accepting losses as the cost of entertainment.
• Loss of control: Finding it difficult to stop playing once you start, even after setting yourself a clear time or money limit.
• Financial pressure: Using money intended for bills or essentials, borrowing from friends or family, taking loans, or selling possessions to fund gambling.
• Secrecy and guilt: Hiding gambling activity, deleting browser history, lying about losses, or feeling shame, anxiety, or irritability linked to gambling.
• Impact on daily life: Neglecting work, studies, relationships, or hobbies because of time spent gambling or recovering from gambling sessions.
• Mood changes: Strong mood swings, irritability, or restlessness when you cannot gamble, or only feeling "better" when you are playing.

Quick Self-Assessment Check

Read the statements below and consider answering "yes" or "no" to each. They are not a medical diagnosis, but they can highlight if gambling is becoming risky:

• 1. I spend more time or money on merlincas.com than I originally plan to.
• 2. I sometimes gamble with money that should be used for rent, bills, food, or other essentials.
• 3. I have tried to cut down or stop gambling, but found it difficult to do so.
• 4. I gamble to escape worries, stress, loneliness, or other negative feelings.
• 5. I chase my losses by continuing to play in the hope of winning money back.
• 6. I hide my gambling from those close to me or lie about how much I spend.
• 7. My gambling has caused arguments, problems at work, studies, or in my relationships.
• 8. I feel anxious, depressed, or irritable when I cannot gamble.

If you recognise yourself in several of these statements, we strongly encourage you to immediately use the protection tools described below, take a break from gambling, and contact independent support services such as GamCare or Gambling Therapy for professional help.

Limits & Tools

Setting clear limits before you start playing is one of the most effective ways to maintain control. Merlin Casino provides several tools in your account area to help you manage how much time and money you spend.

Deposit Limits (Daily, Weekly, Monthly)

To set or adjust your deposit limits on merlincas.com:

1. Log in: Sign in to your player account on merlincas.com.
2. Open your profile: Go to "My Account" and select the "Responsible Gaming" or "Limits" section (wording may vary slightly).
3. Choose "Deposit Limits": Select the limit type: Daily, Weekly, and/or Monthly. You can set different values for each period.
4. Enter your limits: In the amount field, enter the maximum total you are prepared to deposit in your account currency (for example: "£50" per day, "£150" per week, "£300" per month).
5. Confirm: Check that the figures match what you can comfortably afford, then click "Save" or "Confirm". The new limits will be applied to future deposits.

Decreasing your limits normally takes effect immediately or as soon as technically possible. If you request to increase a limit, Merlin Casino aims to follow recognised best practice by applying a cooling-off period before the increase becomes active and may request confirmation via the email address registered to your account. Please remember that, as an offshore, non-UKGC licensed operator, these controls are self-imposed policy measures rather than requirements of the British regulator.

Time Management & Session Tools

• Session reminders: In the "Responsible Gaming" area you may enable reminders at fixed intervals (for example every 30 or 60 minutes). A message will pop up showing how long you have been playing and how much you have wagered, so you can decide whether to stop.
• Daily time limit: Where available, you can set a daily playing-time cap (for example two hours per day). Once this limit is reached, you will be logged out or prevented from continuing to play until the next day.

Short-Term Breaks ("Time-Out")

If you need to pause for a short period, you can apply a "Time-Out" from your account:

1. Log in and open "My Account > Responsible Gaming".
2. Select "Time-Out" or "Short Break".
3. Choose a duration, typically from 24 hours up to 72 hours (or any other options shown).
4. Read the summary of what will happen during the break, then confirm your choice.

During a Time-Out, you will not be able to make deposits or place bets. You may still be able to log in only to check information or request withdrawals, depending on the exact configuration of your account. Once the selected period ends, access is restored automatically. If you feel that a short break is not enough, please consider using the longer-term Self-Exclusion options described below.

Self-Exclusion

Self-exclusion is designed for situations where you feel unable to control your gambling or have experienced harm. It blocks your access to merlincas.com for an extended period and is more restrictive than a simple Time-Out.

How to Request Self-Exclusion

1. Access the self-exclusion tools: After logging in, go to "My Account" and open the "Responsible Gaming" section, then select "Self-Exclusion". If you cannot find this menu, contact support via 24/7 live chat and request self-exclusion directly.
2. Choose the exclusion period: You can usually select a minimum of 6 months, with options such as 1 year, 2 years, 5 years, or lifetime (permanent) exclusion.
3. Confirm your decision: Carefully read the explanation of consequences (access restrictions, treatment of balances, cancellation of bonuses). Tick the confirmation check-boxes and click "Confirm Self-Exclusion". For some requests, additional confirmation may be sent to your registered email address.
4. Contact support if needed: If you are struggling to complete the process or need urgent exclusion, use live chat and clearly state that you want to self-exclude from gambling. The agent will guide you through the necessary steps.

Consequences of Self-Exclusion

• Account access: Once self-exclusion is activated, you will not be able to log in to your gambling account or place bets on merlincas.com during the exclusion period. Attempts to create new accounts may lead to closure of those accounts when detected.
• Deposits and withdrawals: You will not be able to deposit or gamble. In line with the site's Terms & Conditions, any available real-money balance may generally be withdrawn subject to identity and security checks. Bonus funds and unfinished bonus wagering may be cancelled. Please contact support if you need help with outstanding funds.
• Marketing communications: We will take reasonable steps to stop sending you direct marketing about gambling products after self-exclusion has been confirmed. Some communications already in process (for example scheduled mailings) may take a short time to stop.
• Duration and re-opening: During the selected self-exclusion period, you will not be permitted to end the exclusion early. For any lifetime exclusion, the account is treated as permanently closed for gambling. As an offshore operator, Merlin Casino is not connected to the UK GamStop system; exclusion here applies only to this website and does not automatically cover other gambling sites.

Self-exclusion is a serious step and should be combined with external support (such as GamCare, Gambling Therapy, or other counselling services) and technical tools like blocking software. Please treat self-exclusion as one element of a broader recovery plan, not a solution on its own.

Support Resources

Independent, professional support is essential if gambling is causing harm to you or someone close to you. The services listed below are not operated by Merlin Casino and offer free, confidential help. Availability may change, so always check their websites for the most current information.

Local Support for Players in the UK

• National Gambling Helpline (GamCare): Call 0808 8020 133 free from UK landlines and mobiles, 24 hours a day, 7 days a week (English). They provide emotional support, advice, and referral to local treatment services across Great Britain.
• GamCare Online Services: Live chat, forums, and structured online programmes for people affected by gambling and for family members or friends. See gamcare.org.uk for up-to-date options.
• NHS Services: The UK National Health Service offers specialised gambling clinics in certain areas and remote support. Speak to your GP or visit nhs.uk and search for "gambling addiction" for information on available treatment pathways.
• Local counselling and charities: Many regional organisations and community counselling services provide help with debt, mental health, and addiction issues. Citizens Advice and local mental health charities can be an important part of a support network.

International Support Organisations

National and Cross-Border Self-Exclusion Schemes

• GamStop (United Kingdom): GamStop is a free, independent self-exclusion scheme covering UK Gambling Commission-licensed online operators. Once registered, you cannot use gambling accounts with participating UKGC-licensed sites for your chosen period. Important: Merlin Casino, operated via merlincas.com, is not licensed by the UKGC and is not part of GamStop. Registering with GamStop will not block your account here, so you should still use our own self-exclusion tools in addition.
• Spain (RGIAJ and local registers): In Spain, the General Directorate for the Regulation of Gambling (DGOJ) maintains a national register (RGIAJ) allowing residents to self-exclude from licensed operators. If you reside in Spain, consider enrolling via the official channels in addition to any site-level controls.
• Other national registers: Several countries operate their own land-based or online self-exclusion registers. Check the gambling regulator's website in your country of residence for details. These schemes are independent of merlincas.com and may not automatically apply to offshore sites.

Blocking Software and Device-Level Tools

• Gamban: A paid blocking application that can prevent access to many gambling websites and apps across multiple devices. Useful as an extra barrier, particularly in early recovery.
• BetBlocker: A free tool that enables users to restrict access to a wide range of gambling sites for a chosen period.
• Built-in device controls: Many operating systems, routers, and security suites provide parental controls or website blocking functions. These can be configured to restrict access to gambling content.

Support for Families and Friends

• GamCare affected others' services: GamCare provides specific support for people affected by someone else's gambling, including one-to-one help and group sessions.
• GamAnon / Gam-Anon: A fellowship offering peer support meetings for those affected by another person's gambling. See gamanon.org.uk or relevant local websites.
• Online forums and chats: Gambling Therapy and other organisations host moderated forums and group chats where relatives and partners can share experiences and coping strategies.

All of these services are independent of Merlin Casino. They generally offer confidential support and will not share your information with us or with the operator, except where legally required for your safety or the safety of others.

Help for Family

Gambling-related harm often affects partners, children, and other family members. If you are worried about someone's gambling on merlincas.com or elsewhere, it is important to protect yourself while encouraging them to seek help.

Starting the Conversation

• Choose the right moment: Talk when neither of you is in the middle of an argument, intoxicated, or actively gambling. A calm, private setting helps reduce defensiveness.
• Use non-judgemental language: Focus on how their behaviour affects you ("I feel worried when...") instead of labelling them ("You are irresponsible"). This can reduce shame and resistance.
• Be specific: Mention particular events (missed bills, arguments, secrecy) rather than making general accusations. Specific examples make the impact more tangible.
• Listen actively: Give them space to explain. They may feel guilty, anxious, or afraid. Listening does not mean you accept the behaviour, but it can help them open up.

Encouraging Support and Treatment

• Suggest professional help: Encourage them to contact services such as the National Gambling Helpline (0808 8020 133), GamCare, Gambling Therapy, or local counselling providers. Offer to help them make the call or join the first session if appropriate.
• Explore self-exclusion and blocking tools: Discuss using merlincas.com's self-exclusion features, registering with GamStop (for UKGC-licensed sites), and installing blocking software like Gamban or BetBlocker on their devices.
• Set practical boundaries: Agree clear limits around shared finances (for example separate accounts, limited access to joint funds) and expectations around transparency.
• Plan for crises: If there is a risk of severe financial harm, self-harm, or violence, seek urgent professional help (emergency services, crisis hotlines, or health professionals).

Support for You as a Family Member

• Use dedicated family services: Access family-focused help through GamCare, Gam-Anon, Gambling Therapy, or local support groups. Sharing experiences with others in similar situations can greatly reduce isolation and confusion.
• Look after your own wellbeing: Maintain your social connections, hobbies, and sources of emotional support. Consider speaking with a psychotherapist, counsellor, or GP about the stress you are under.
• Get informed: Learning about gambling addiction can help you understand patterns of behaviour and make informed decisions about how to respond.

Remember that you cannot control another person's actions, but you can take steps to protect yourself and any dependants, seek independent advice, and create a safer environment for everyone involved.

Operator's Commitment

Merlin Casino is operated by Versus Odds B.V., registered at Korporaalweg 10, Willemstad, Curaçao, under licence 8048/JAZ2019-020 issued by Antillephone N.V. As an offshore, non-UKGC licensed operator, we acknowledge that some regulatory protections available on British-licensed sites do not apply here. Nonetheless, we are committed to reducing gambling-related harm through internal controls, monitoring, and proactive support.

Internal Monitoring and Risk Checks

• Behavioural analysis: Our systems may review patterns such as frequent deposits, significant or rapid increases in stakes, very long playing sessions, multiple payment methods, repeated failed deposits, or frequent account closures and re-openings.
• Affordability and safety checks: Where risk indicators are detected, we may request additional information to better understand whether your gambling activity is sustainable and safe, or we may suggest that you apply stricter limits.
• Warning messages and prompts: You may receive on-screen messages or emails reminding you of your time or spending, suggesting you review your limits, or inviting you to consider a break or self-exclusion.
• Account interventions: In higher-risk situations, we may temporarily restrict certain account functions (for example deposits or bonuses) or suspend the account while we contact you and review the situation.

When We May Contact You

Subject to data-protection and privacy laws, our support or risk teams may proactively contact you if:

• We detect behaviour consistent with loss of control or potential gambling-related harm (such as sudden, high-value deposits or extended sessions without breaks).
• We receive self-exclusion or problem-gambling related communication from you or from a third party with a legitimate concern.
• We identify discrepancies or unusual account activities that may indicate either financial risk or misuse of the account.

In such cases we may provide information about responsible gambling tools, recommend external support services, suggest or apply stricter limits, or recommend self-exclusion where appropriate. While we strive to intervene in risky situations, no monitoring system is perfect, and primary responsibility for using our tools and seeking help remains with the player. This page does not create any additional legal duty of care beyond the applicable laws and the Terms & Conditions published on merlincas.com.

Updates

Gambling regulation and industry standards evolve over time, and Merlin Casino may update its responsible gaming tools, policies, or procedures accordingly. Any substantial changes to this page or to our internal responsible gambling processes will generally be communicated in one or more of the following ways:

• Website notifications: Notices or banners in your account area or on relevant pages of merlincas.com.
• Email communications: Informational emails sent to the address registered to your account, where appropriate and permitted by your communication preferences.
• Policy documents: Updated Terms & Conditions, bonus rules, and related policies published on merlincas.com, with the effective date clearly indicated.

We encourage you to review this page regularly and to read all notices sent to you, as they may contain important information about your rights and responsibilities as a player.

Last updated: 6 November 2025

Contact & Feedback

If you have questions about responsible gambling on merlincas.com, need help setting limits or arranging self-exclusion, or wish to provide feedback on our player-protection measures, you can contact our dedicated team. According to the information available as of 2025, support is provided via live chat and an email contact form; no direct telephone support line is currently offered.

How to Reach the Responsible Gaming Team

• 24/7 Live Chat: Available on merlincas.com. Open the chat icon and select an appropriate topic (for example "Responsible Gambling" or "Account Limits"). Average initial response time is approximately 45 seconds in English, based on internal tests from early 2025.
• Email Contact Form: Accessible via the website's support or "Contact Us" section. Choose "Responsible Gaming" or a similar subject, provide as much detail as possible, and submit your request. Our goal is to respond within 24 hours, although complex queries may take longer. A specific direct email address is not currently published; all email correspondence is initiated via this form.

When contacting us, please clearly indicate if your request relates to self-exclusion, problem gambling, or urgent risk concerns so that our team can prioritise your case appropriately.

Self-Control & Support Request Form (Example)

You may use the feedback form on merlincas.com to request assistance. An example structure is shown below; the exact layout on the site may differ:

Name (optional):


Registered account e-mail:


Topic:
Set or reduce deposit/time limits Request Time-Out (short break) Request self-exclusion I am worried about my gambling I am worried about someone else General feedback on responsible gaming

Describe your situation and the support you need:


Submit request

Please note that this form does not provide medical, psychological, or financial advice. For diagnosis or treatment of mental health or addiction issues, contact qualified professionals such as your GP, local health services, or the specialist organisations listed in the Support Resources section above.