What is a Self-Exclusion?

On request, we will suspend access to your account (by way of Self-Exclusion) for a minimum period of 6 months and up to 5 years, during which time it will not be possible for the account to be accessed by you for any reason.

The Gamesys Group is one of the leading UK online gaming businesses and operators behind Jackpotjoy.com, Starspins.com, MONOPOLYCasino.com, VirginGames.com, HeartBingo.co.uk, RainbowRichesCasino.com and SmoothBingo.co.uk.

Any other accounts that you hold across the other websites that we operate will also be closed under the terms of our Self-Exclusion policy.

Any balance on your account(s) will be transferred to your last known payment method, or any other third-party payment method which we make available.

How do I set a Self-Exclusion?

You can request to close or Self-Exclude your account at any time by contacting our 24/7 Customer Support Team. Please ensure you quote the reference 'Self-Exclusion' in all correspondence to ensure your account is closed correctly.

Alternatively, you can log in to your account and select My Account > Play Responsibly > Self-Exclusion or you can click here. From there you will be able to choose a timescale between 6 months and 5 years and can set this yourself.

If you prefer to email, this can take up to 24 hours for the Self-Exclusion to take effect. You can add a Cool Off to your account to lock yourself out immediately while this is added. This can be found by clicking here.

Can I reopen an account after a Self-Exclusion?

Accounts suspended due to Self-Exclusion cannot be re-opened for any reason until the time period has expired. Upon expiry of the Self-Exclusion period, you may request to reopen a suspended account by contacting our 24/7 Customer Support Team with the details of the account you wish to reopen.

Any request to re-open an account previously closed due to Self-Exclusion will be subject to our approval and a 24-hour review period. You may withdraw your request to re-open your account at any time during the 24-hour review period.

What happens to my account after I have set a Self-Exclusion?

We will take all reasonable steps to ensure that whilst you are Self-Excluded you do not receive any marketing material from us. However, we cannot be held liable for any third-party affiliate marketing that you may receive. We have no responsibility or liability whatsoever if you continue to deposit and wager using additional accounts or if you open a new account with substantially the same personal information.

You acknowledge that if you Self-Exclude you are not permitted to open or use an account that is operated by any company in the Gamesys Group. We shall not be liable to refund any subsequent deposits you have made to any additional accounts during the Self-Exclusion period.

Should you opt to Self-Exclude, we strongly recommend that you consider Self-Excluding access to any other accounts you may have with other operators.

If you are considering Self-Exclusion, you may wish to register with GAMSTOP. GAMSTOP is a free service that enables you to self exclude from all online gambling companies licensed in Great Britain. To find out more and to sign up with GAMSTOP please visit www.gamstop.co.uk.

What would happen if I breach a Self-Exclusion?

Should you register any accounts whilst the Self-Exclusion agreement is active, the operator reserves the right to void any winnings and withhold deposits, as to refund stakes that have been lost would be deemed a perverse incentive to gamble. The success of the Self-Exclusion facility relies on a large extent to which you are committed to managing your behaviour.

How do I get further help?

To support your decision to Self Exclude, we strongly recommend contacting Talk.Ban.Stop, a service designed to help those experiencing problem gambling on their journey to recovery. It’s a partnership between GamCare, Gamban and GAMSTOP. Their Helpline supplies free confidential information, advice and support, 24 hours a day. You can call them on 0808 8020 133, or start a live chat now. 

You’ll also be able to access a free Gamban blocking software, and they’ll talk you through the benefits of registering for self-exclusion via GAMSTOP. 

For further guidance, please contact your bank – Many high street banks now have the ability to block gambling transactions. We recommend contacting your payment provider to see if this facility is available. Please note that it is not available for all banks.

 Currently, we are aware that HSBC, Halifax, Monzo, Barclays, Starling, Lloyds Bank, Bank of Scotland, RBS, NatWest, Nationwide and MBNA all offer this service to their customers.

If you have any further questions, please feel free to contact our Customer Support Team by telephone on 0808 178 7948, by email at support@smoothbingo.co.uk or using the Live Chat facility.