Responsible Gambling — Lunarspins
At Lunarspins we are committed to offering a safe, entertaining and responsible gaming environment. Gambling should be fun, controlled and within your means. If you—or someone you care about—needs help with gambling-related problems, we provide tools, procedures and support to reduce harm and to help players keep control.
This page explains our responsible gambling principles, the player protection tools built into our site, how to access help and the external organisations we work with.
Our commitment
- We operate under a Malta Gaming Authority licence (MGA/B2C/233/2013) and comply with all applicable regulatory obligations, including measures to protect vulnerable players.
- We require all players to be 18 years of age or older. Accounts identified as belonging to underage persons are closed and any funds are handled according to our Terms & Conditions.
- We protect your personal data in accordance with applicable data protection laws (including GDPR) and take technical and organisational steps to keep your information secure.
- We aim to make our responsible gambling tools easy to find and simple to use. We provide 24/7 multilingual customer support to assist with any responsible gambling request.
Tools you can use
You can access all responsible gambling features from your account settings (My Account). If you need help activating any of these tools, our Support team is available 24/7 via Live Chat or by email through the Contact/Support page.
Deposit limits
- Set a maximum amount you may deposit for a chosen period (daily, weekly or monthly).
- Limits are adjustable downward immediately; increases may be subject to a cooling-off period for your protection.
Loss / wager / stake limits
- Set limits on how much you can lose or wager within a defined period. These help reduce exposure and control play behaviour.
Session limits and reality checks
- Activate on-screen reminders during play showing elapsed time, stakes and wins/losses.
- Reminder intervals can be set between 15 and 60 minutes.
Time-out (short-term pause)
- Temporarily block your access for a short period (for example 24 hours up to several weeks) to take a break from gaming.
- Time-outs are intended as short cooling-off periods and can normally be lifted by you after the chosen period ends.
Self-exclusion (long-term or permanent)
- Choose to exclude yourself from the site for an extended period or permanently.
- During self-exclusion your account will be closed for play, deposits will be blocked and marketing communications will cease.
- Self-exclusion activation is enforced across our systems; it can take up to 24 hours for all controls and communications to be fully applied.
- Any remaining account balances and requests for funds will be handled in accordance with our Terms & Conditions and subject to verification/KYC checks.
Self-assessment test
- A confidential questionnaire is available to help you assess whether your gambling behaviour may be harmful and whether you should consider setting limits, time-out or self-exclusion.
Verification & transaction monitoring
- We implement KYC and transaction monitoring to protect players and to detect potentially problematic behaviour. These checks also support safe play and help prevent underage gambling.
How to set or change limits
- Log in and go to My Account → Responsible Gambling (or Limits).
- Select the type of limit you wish to set (deposit, loss, wager, session, time-out or self-exclusion).
- Choose the period and amount/duration, confirm and save.
- Decreasing a limit is normally applied immediately. Increasing a limit may be subject to a cooling-off period. If you cannot change a limit online, contact Support (Live Chat) and we will assist.
If you are a VIP player with a dedicated account manager, you can also contact your account manager for guidance—but any responsible gambling request is handled with the same priority and confidentiality as requests from standard players.
If you think you have a problem
Recognising that you may have a problem is an important first step. Warning signs include: chasing losses, missing work or study due to gambling, borrowing money to gamble, hiding gambling activity, relationship or financial problems caused by gambling, or feeling distressed about gambling.
If you notice any of these signs, consider:
- Immediately setting deposit/loss limits, activating a time-out, or self-excluding.
- Contacting our Support team via Live Chat (24/7) to discuss options confidentially.
- Completing our self-assessment questionnaire.
- Speaking with a trained counsellor or an external support organisation listed below.
External support organisations
We encourage anyone experiencing gambling-related harm to contact specialist organisations for confidential help and counselling. Some organisations you may contact include:
- GamCare (United Kingdom) — confidential support and counselling for gambling problems.
- GambleAware (United Kingdom) — information and referral to treatment services.
- GamStop (UK) — national self-exclusion register (if you are resident in the UK, you can self-exclude across participating operators).
- Local/national gambling helplines — contact your country’s national gambling helpline for region-specific assistance.
- International treatment and support organisations — your local health services can refer you to licensed treatment providers and support groups.
If you are unsure which organisation to contact, our Support team can point you to the most relevant local services.
Confidentiality and data protection
- All requests for responsible gambling measures are treated confidentially.
- We process personal information for account verification and to comply with legal obligations; we only share information where required for legal/regulatory reasons or to protect player safety and prevent fraud.
- Details of how we use and protect your data are available in our Privacy Policy.
Underage gambling prevention
- We do not accept players under 18.
- We use automated and manual age verification checks and block suspected underage accounts.
- If you suspect an underage person is gambling on our platform, contact Support immediately so we can investigate and close the account.
Role of our Customer Support team
- Our multilingual Support team is available 24/7 via Live Chat and email to help with responsible gambling measures.
- Support can explain tools, help you set or remove limits (subject to cooling-off rules), activate time-outs or self-exclusion, and guide you to external support services.
- In cases of severe harm, we can provide priority handling and referral to clinical support where appropriate.
What happens after self-exclusion or account closure
- When you self-exclude or your account is closed for responsible gambling reasons, access to play, deposits and marketing communications is suspended.
- Any balances and withdrawal requests are handled in accordance with our Terms & Conditions and subject to identity verification. If you need clarification about pending funds, contact Support.
Responsible play — useful tips
- Treat gambling as entertainment, not as a way to make money.
- Set a budget, use deposit and loss limits and never gamble money you cannot afford to lose.
- Avoid chasing losses. If you lose, take a break.
- Keep gambling activities separate from household finances.
- Use reality checks to stay aware of session length and spending.
Contact us
- Live Chat (fastest): available 24/7 from the Help/Support page.
- Email: contact us through the Support/Contact page on lunarspins.com.
- For help with responsible gambling measures ask Support for “Responsible Gambling” assistance and we will act promptly and confidentially.
If you need immediate help because you are in crisis or feel at risk of harm, contact your local emergency services or a national crisis helpline right away.
Lunarspins is dedicated to keeping play safe and enjoyable. If you have any concerns about your gambling, please reach out — we are here to help.