Responsible Gaming Policy

Introduction

At Level Up, we believe that gambling is a form of entertainment, not a means of generating income or resolving financial difficulties. While the vast majority of players enjoy our games responsibly and within their means, we recognise that for some individuals, gambling can become a source of harm. Level Up Casino is committed to maintaining a safe gaming environment where every player is empowered to make informed decisions about their activity on our platform.

This policy outlines the tools, procedures, and resources available to all registered users of levelup-casino-au.net. It has been developed in accordance with responsible gambling standards applicable to the Australian market and reflects our ongoing commitment to player protection, transparency, and ethical conduct.

Gambling carries inherent risks. The outcome of any game is determined by chance, and no strategy, system, or pattern of play can guarantee a win. Players are encouraged to approach all gaming activity with this understanding and to use the tools described in this document whenever they feel their gambling is becoming difficult to manage.

Personal Limits Feature

Level Up provides all registered account holders with access to a dedicated Personal Limits section within their account settings. This feature is designed to give players direct control over their gambling behaviour and to support responsible play at every level of engagement.

The Personal Limits section allows players to set boundaries on their gambling activity in a flexible, user-defined manner. These limits apply across all gaming categories available on the platform and are intended to help players stay within their intended budget and time allocation.

How Limit Amendments Work

The logic governing limit changes is structured to prioritise player safety above convenience. This means that not all amendments to personal limits take effect at the same time.

Decreasing a limit takes effect immediately upon confirmation. If a player decides to reduce their deposit, loss, or wager limit, the updated restriction will apply to their account without delay. This ensures that a player who recognises signs of risky behaviour can act quickly to protect themselves.

Increasing a limit, however, is subject to a mandatory cooling-off period before it becomes active. This delay is intentional. It provides players with a window of time in which to reconsider whether the increase is truly necessary and whether it aligns with their personal financial circumstances. The specific duration of the delay will be clearly communicated within the Personal Limits section at the time of the amendment request.

Level Up strongly encourages all players to review their personal limits regularly and to treat any impulse to increase a limit as an opportunity for reflection.

Types of Limits

The following limit types are available to all registered users through the Personal Limits section of their Level Up Casino account.

• Deposit Limit: A deposit limit restricts the total amount of funds a player can deposit into their account within a defined time period. Players may set daily, weekly, or monthly deposit limits. Once a deposit limit is reached, no further deposits will be accepted until the period resets. This is one of the most effective tools for managing overall gambling expenditure.

• Loss Limit: A loss limit caps the total amount a player is permitted to lose within a specified timeframe. When the loss threshold is reached, the player will be unable to continue wagering until the limit period expires. This tool is particularly useful for players who wish to protect themselves from significant financial losses within a short period.

• Wager Limit: A wager limit controls the total value of bets a player can place within a given time period, regardless of whether those bets result in wins or losses. This limit is distinct from a loss limit in that it accounts for all wagering activity, not only net losses. It provides an additional layer of control for players who want to manage the volume of their betting activity.

• Cooling-Off Period: A cooling-off period temporarily suspends a player’s ability to gamble on the platform for a chosen duration. This is not a permanent exclusion but rather a short-term break from gambling. Players may request a cooling-off period of varying lengths. During this time, the account remains accessible for viewing purposes, but gameplay and deposits will be restricted. This option is recommended for players who feel they need a brief pause to reassess their gambling habits.

• Self-Exclusion: Self-exclusion is the most comprehensive limit available and is intended for players who believe their gambling has become problematic or who wish to take an extended and firm break from all gaming activity. A self-exclusion can be set for a defined period or on a permanent basis. Once activated, the player’s account will be suspended and access to all gambling features will be blocked for the duration of the exclusion. Players are strongly encouraged to use this option without hesitation if they have any concerns about their gambling behaviour.

Self-Exclusion by Request

In addition to the self-exclusion tools available within the account settings, Level Up Casino offers a manual exclusion process for players who prefer to request account blocking directly through our support team.

Players wishing to initiate a manual self-exclusion may contact our support team by sending an email to [email protected]. The request should include the registered email address associated with the account and a clear statement of the player’s intention to self-exclude. Players may also indicate their preferred duration of exclusion, whether for a fixed term or permanently.

Upon receipt of a self-exclusion request, our support team will process the account restriction as promptly as possible. Players should be aware that a short processing period may apply, and they are encouraged to use the self-exclusion tools within their account settings for immediate effect while their email request is being actioned.

Handling of Remaining Funds

If a player has a remaining balance in their account at the time their self-exclusion is applied, Level Up will process the withdrawal of those funds in accordance with our standard withdrawal procedures and applicable verification requirements. The player will be notified via email once the withdrawal has been initiated. No further deposits will be accepted once self-exclusion is active.

Players who have self-excluded will not receive any promotional communications from Level Up Casino for the duration of their exclusion period. We are committed to honouring all self-exclusion requests and will not knowingly encourage a self-excluded player to return to the platform.

External Help and Support

Level Up acknowledges that internal tools alone may not be sufficient for all players experiencing problem gambling. For those who require professional help or independent support, we strongly recommend reaching out to one of the following organisations.

These independent organisations provide confidential, non-judgmental support to individuals and families affected by problem gambling in Australia and internationally.

• Gamblers Anonymous Australia: A peer support fellowship for individuals who share the desire to stop gambling. Meetings are available across Australia and online. Visit www.gamblersanonymous.org.au for more information.

• Gambling Help Online: An Australian Government-funded service providing 24-hour telephone and online counselling, as well as chat support and self-help resources. Visit www.gamblinghelponline.org.au or call 1800 858 858.

• GamCare: A UK-based organisation offering information, advice, and support for anyone affected by problem gambling. GamCare operates the National Gambling Helpline and provides online resources accessible to players in Australia. Visit www.gamcare.org.uk.

• Gambling Therapy: An international service providing free practical advice and emotional support to anyone affected by problem gambling. Gambling Therapy offers online forums, live chat, and self-help tools. Visit www.gamblingtherapy.org.

• Beyond Blue: While not gambling-specific, Beyond Blue provides mental health support to Australians experiencing anxiety and depression, which can be closely linked to problem gambling. Visit www.beyondblue.org.au or call 1300 22 4636.

Level Up encourages any player who is concerned about their gambling behaviour, or that of someone they know, to contact one of these organisations without delay. Seeking professional help is a sign of strength, and these services exist to provide genuine, lasting support.

Protection of Minors

Level Up Casino operates exclusively for adults aged 18 years and over. Gambling by individuals under the age of 18 is strictly prohibited on our platform, in accordance with Australian law and our licensing obligations.

Age Verification and KYC Process

All players are required to complete an identity verification process, commonly referred to as Know Your Customer or KYC, before they are permitted to make deposits, place wagers, or withdraw funds. This process requires players to submit valid government-issued identification documents that confirm their age and identity.

Level Up Casino reserves the right to suspend or close any account where there is reason to believe the account holder may be under the age of 18. Any funds deposited by an underage player will be returned, and access to the platform will be permanently revoked.

Our support team monitors account activity for indicators of underage use and takes any such reports seriously. If you suspect that a minor has gained access to the platform, please contact us immediately at [email protected].

Parental Filtering Software

We strongly recommend that parents and guardians install content filtering software on any device that may be accessed by minors. The following tools are effective in restricting access to online gambling websites.

• Net Nanny: A comprehensive parental control solution that allows parents to filter and monitor internet activity across multiple devices. Visit www.netnanny.com.

• CyberPatrol: A parental control and web filtering tool that enables families to restrict access to adult and gambling-related content. Visit www.cyberpatrol.com.

By combining platform-level age verification with household-level content filtering, we aim to ensure that gambling at Level Up Casino remains an activity exclusively for adults who are engaging freely and responsibly.

Our Commitment

Level Up Casino AU is committed to continuous improvement in the area of responsible gaming. We review our policies and tools regularly to ensure they reflect current best practices and the evolving needs of our player community. If you have any questions about this policy or require assistance with any of the tools described above, please contact our support team at [email protected].