Responsible Gambling

At Lucky Me we take responsible gambling seriously. We want every customer to enjoy their play in a safe, controlled way, so we provide clear tools, guidance and support to help you stay in control. If you ever feel concerned about your gambling, we encourage you to act early and use the controls we offer or seek independent help.

Our player protection principles

We aim to protect customers by promoting safer play, spotting potential harm and intervening where appropriate. We train staff to respond to signs of risk, carry out affordability and ID checks when required, and treat requests for help or limits promptly and respectfully. Our approach is practical, discreet and focused on player welfare.

Activity-control tools

We provide a range of self-service tools so you can manage your activity directly from your account. These include deposit limits, loss limits, time limits and the option to take a temporary break. All controls are designed to be simple to set up and easy to change, subject to short safeguarding delays where applicable.

How to set or change controls

Set limits in your account settings or contact our support team for assistance. Please note that increases to deposit limits may be subject to a 24-hour delay to help prevent impulsive changes. Reducing or removing limits is immediate and we encourage conservative settings where needed.

Deposit, loss and time limits

Choose daily, weekly or monthly deposit limits to suit your budget. You can also set loss limits to cap how much you can lose over a chosen period. For session control, use our time-out and cooling-off options to pause play for 24 hours, between 1 and 6 weeks, or longer if required.

Self-exclusion and account closure

If you need a longer break, self-exclusion may be the right option. Self-exclusion periods typically range from 6 months up to 5 years. During self-exclusion your account will be closed and access prevented. To start self-exclusion, use your account settings or contact support via [email protected]. Our team will respect your decision and carry out the process promptly.

Recognising signs of problem behaviour

Look out for warning signs such as chasing losses, spending more time or money than planned, borrowing to gamble, neglecting daily responsibilities or feeling distressed after play. If you notice these behaviours in yourself or someone you care for, take action early.

Practical tips to stay in control

Set clear budgets and stick to them, use our deposit and loss limits, take regular breaks, avoid gambling when stressed or under the influence, and treat gambling as a form of entertainment only. Share limits with a trusted person if that helps you remain accountable.

Professional help and support organisations

If you need further support, organisations such as BeGambleAware, GamCare, Gambling Therapy and your local NHS services can offer confidential advice and counselling. You can also contact the LuckyMe support team for guidance on tools and next steps.