Version: 2.2 Date of last Update: 25 November 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.
KEEPING TRACK OF YOUR PLAY
Playing computer games should be treated as a fun pastime. Here are some tips to help you maintain control of your gaming:
Keep it fun
Playing computer games is a form of entertainment, but they should be played in moderation and not to escape reality or to generate income through winning prizes.
Don’t spend too much
Set a budget for your entertainment and stick to it. Only purchase Gold Coins if you can afford to. You can always make use of free play via Chumba Casino’s alternative methods of entry (see Sweeps Rules).
Keep track of the time
We’re thrilled you’re here and we hope that you can continue playing, but don’t let gaming take up too much of your time. Just like going to the movies, we’re here when you need some entertainment.
Make use of our gaming management tools
If you need some time out, you can take a break from playing at any time by following the steps in section 2.
If you think you may be gaming too often, then it may be handy to consider the self-assessment questions in section 3 below.
STAYING IN CONTROL
We encourage our customers to game responsibly, so we offer a variety of responsible social gaming features.
Chumba Casino can assist you to game responsibly by operating a Session Reminder each hour.
The Session Reminder:
suspends play and indicates how long you have been playing;
displays your Gold Coin and Sweeps Coins winnings since logging in; and
allows you to end the session or continue playing.
Set Daily Limits
The daily limits function provides you with options to pre-set:
how many Gold Coins you can purchase each day;
the amount of Gold Coins and/or Sweeps Coins you play each day;
how much time you spend playing each day; and/or
the amount of Gold Coins and/or Sweeps Coins you will allow yourself to lose each day.
To pre-set a limit, once you have signed in select the “Contact Us” link on the platform, select “Responsible Gaming Options” enter your email address, and select “Request Limiting Purchases” in the drop-down menu, complete the remainder of the form and submit it (Set Your Limits Feature). 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 can change or revoke the limits you have set by sending us a request by selecting the “Contact Us” link on the platform, selecting “Request Support” from the drop-down menu, and completing the form provided (Request Support Feature).
Self-Exclusion and Account Closure Options
If you feel like you want to take a break, or that your gaming has become problematic, you may voluntarily exclude yourself from the Chumba Casino platform via the Set Your Limits Feature. You may request to exclude yourself from the Chumba Casino platform:
for a definite period (Definite Self-Exclusion) by selecting the “Contact Us” link on the platform and choosing “Responsible Gaming Options” from the drop down menu, then choosing “Taking a break”. You can then select one of the suggested timeframes for your desired duration of the self-exclusion, as set out in the example below, and hit “Submit”:
for an indefinite period (Indefinite Self-Exclusion) by selecting the “Contact Us” link on the platform and then choosing the “Responsible Gaming options” from the drop down menu, choosing “Closing my account” and then choosing the option “I’d like to close my account temporarily – I’ll use it again later” or one of the other options available in the drop down menu, as set out in the example below, and select “Submit”:
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 via this form.
At the conclusion of a Definite Self-Exclusion, your access to the Chumba Casino platform will be reinstated.
When an Indefinite Self-Exclusion is applied, it will only be possible to re-open your account by making a written email request to Customer Support via this form. 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 the Chumba Casino platform for a definite or indefinite period in our sole discretion if there are reasons to indicate that you may have a computer gaming problem.
Amending or Revoking Limits and Self-Exclusions
Where you contact us to change any daily limits you have set:
a request for an increase to a limitation will come into effect immediately;
a request to decrease a financial limitation will be effective within 24 hours from the date we receive the request; and
a request to decrease a time limitation will come into effect within 7 days of our receipt of the request.
Where you contact us to make changes to a self-exclusion which is in effect:
a request for an increase of a self-exclusion will be effective immediately upon our receipt of the request;
a request for a decrease of a definite period of self-exclusion will be effective within 24 hours from the date we receive the request; and
a request to revoke an indefinite period of self-exclusion will be effective only after the lapse of 7 days from the date we receive the request.
Stop playing/Close your account
You may choose to close your account. If you wish to do so, make a written email request to Customer Support via this form.
We reserve the right to refuse or close a Customer Account in our sole discretion but any contractual obligations already made by us will be honoured accordingly.
Exclusion by unregistered players
You may also voluntarily exclude yourself from the Chumba Casino platform if you do not have a customer account. If you wish to do so, you must send an email to [email protected] including your full name, full residential address, email address and age to allow us to block you from registering and playing on the Chumba Casino platform in the future. The self-exclusion will only be lifted 7 days after we receive your written email requesting to ignore your previous request of self-exclusion.
Information relating to your gaming for the last two weeks can be viewed in the Gaming History section of Chumba Casino (where you can view your Gold Coin and Sweeps Coins play) and in the Transaction History section of the platform (where you can view your Gold Coin purchases, Sweepstakes prizes and prize redemptions). For information relating to your gaming that goes back more than two weeks, please contact Customer Support (refer to section 5.1 of our Player Protection Policy below).
If you think your or someone else’s computer gaming is becoming problematic, then it may be handy to consider the self-assessment questions below.
Do you often re-live gaming experiences or think about future ones?
Do you hide or lie about your gaming?
Do you get very angry when someone or something interrupts a game?
Have you ever taken a break from gaming and binged uncontrollably upon your return?
When upset, do you soothe yourself with games or plans to game?
Do you find yourself gaming in the early morning?
Do you find ways to game when away from home?
Do you set limits with gaming and then break them, playing hours longer than intended?
Do you lose hours of sleep to gaming?
Have you called in sick or late to work or skipped classes to game?
Have you sworn off a game, uninstalled it, and later returned to it?
Do you feel guilt and shame around your gaming?
Does gaming contribute to arguments in your relationships?
Has gaming taken the place of any hobbies or sports you used to enjoy?
Do you forget appointments, responsibilities or deadlines in work or school when gaming?
Do you become irritated and defensive when people suggest you might be gaming too much?
Have your hours spent gaming increased over time?
Do you blow off social events to game?
Have you lost contact with friends and family since gaming?
Do you have intense feelings (highs, lows, anger, fear) while gaming?
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 4.
Should you wish to access help and support services for people who have been adversely affected by gaming, we advise you to get in touch with the Computer Gaming Addicts Anonymous (CGAA) using the following email address: [email protected].
Important: Please note that the CGAA is an independent problem gaming support service and is NOT in any way affiliated with Chumba Casino. The CGAA does NOT provide customer support or dispute resolution services. Should you wish to discuss any matter or complaint related to your account, you can do so by contacting us at using this form.
If you have any questions about responsible gaming that haven’t been answered in this section, our team of customer support experts are always available via Live Chat to assist you further.
Player Protection Policy
PROTECTION OF MINORS
With the internet accessible via mobile devices and in homes around the world, responsible online gaming relies heavily on parental control and supervision. In order to ensure child safety on the internet, we encourage our customers to make use of filtering software to prevent minors from accessing inappropriate online material.
TIPS FOR PARENTS
We offer the following tips for parents:
Keep your username and password safe.
Do not leave your computer or device unattended when logged in to your account.
Do not use the “Remember Me” feature on a shared computer or device, especially if you share your computer or device with children.
Take particular care regarding the use by minors of all electronic and mobile devices.
Keep your bank cards and bank account details out of reach of children.
Do not allow minors (under 18 years) to participate in any gaming activity meant for adults (+18 years).
Make use of filtering software to prevent your children from accessing inappropriate material online.
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. There are third-party services available that may be able to assist with this, such as: