Date of last update: 20 March 2019
Chumba Casino is committed to endorsing responsible social gaming as a policy of customer care and social responsibility.
We believe it is our responsibility to you, our customers, to ensure that you enjoy your experience on our platforms, while remaining fully aware of the potential risks that can be associated with computer gaming if you don’t remain in control.
To ensure that you continue to enjoy safe and manageable play, we fully support responsible social gaming and have put measures in place to assist players who wish to control their play.|
To pre-set a limit:
Each day refers to a 24-hour period.
We will endeavour to apply your limits as soon as practically possible, however, please note that this process takes a reasonable working period to implement. The limits will not come into effect until they have been fully implemented and this has been communicated to you. If after this you find that the limits have not taken effect, it is your responsibility to inform us immediately.
You may change or revoke your pre-set limits by:
(Request Support Feature).
A request to increase a limit will come into effect immediately, a request to decrease or revoke a limit only takes effect seven (7) days after we have received the request.
We will endeavour to apply your self-exclusion as soon as practically possible, however, please note that this process takes a reasonable working period to implement. We will not consider the self-exclusion period as having commenced until it has been implemented by us and communicated to you. If after this you find that you can still access the Chumba Casino platform, it is your responsibility to inform us immediately.
During a self-exclusion period, you will not have any access to the Chumba Casino platform. If you require access to your account history and information you will need to email Customer Support at [email protected].
At the conclusion of a Definite Self-Exclusion, your access to the Chumba Casino platform will be automatically reinstated.
When an Indefinite Self-Exclusion is applied, it will only be possible to reopen your account by making a written email request to [email protected]. The Indefinite Self-Exclusion will only be lifted 7 days after the email request is received by us.
Once the self-exclusion is applied, you will no longer receive any further marketing materials from us. We strongly recommend that you also seek exclusion from all other social gaming platforms you have an active account with. If you use social media channels, you should take steps to ensure that you don’t receive our news or updates.
We may exclude you from Chumba Casino platform for a definite or indefinite period in our sole discretion if your conduct indicates that you may have a computer gaming problem.
The more questions that you answer “yes” to, the more likely it is that you are having difficulties with your gaming. To speak with someone who can give you advice and support, please contact the Support Organisation referred to in section 4.
If you share your device or computer with friends or family who are under the legal age to participate in online social gaming, we recommend that you restrict their access to gaming platforms by using one of the below services:
We suggest that you don’t play on our platform if:
Customer complaints of any nature must be submitted within 3 months of the issue occurring.
The following information must be included in any written communication with us (including a complaint):
Please note that any failure to submit written communication with the information outlined above may result in a delay in our ability to identify and respond to your complaint/claim in a timely manner.
Upon receipt, we will endeavour to reply to your communication within 48 hours. Further, best efforts will be made to resolve any reported matter promptly and, at a maximum, within 10 days, depending in the complexity of the matter. If for some reason you are not satisfied with the resolution of your complaint/claim please refer to our Terms & Conditions.