Responsible Gaming

Introduction

Responsible gaming at Primaplay on primaplay-aussie.com is based on the principle that gambling is a form of entertainment, not a way to make money or solve financial or personal issues. Our goal is to help every player make conscious, informed decisions about their play, with clear information on risks, tools, and available support.

Primaplay provides a range of responsible gaming measures, including limits, time-out options, and self-exclusion, as well as access to independent support organizations. Our support team is available to assist you in configuring these tools and to respond if you are worried about your gambling or about someone close to you.

Regulatory note for Australian players: Primaplay operates under a Curaçao eGaming structure and does not hold an Australian licence. Offshore online casinos such as Primaplay are not authorised to offer services in Australia, and the Australian Communications and Media Authority (ACMA) may block access to domains. However, individual play is generally not a criminal offence. You should therefore treat our services as provided under foreign law with limited local consumer recourse and take particular care to use all responsible gaming protections offered.

Risk Awareness

Gambling can be enjoyable when kept within reasonable personal, financial, and time boundaries. However, it carries inherent risks, including the development of problematic or addictive behaviour. As part of our responsible gaming approach, Primaplay encourages all players to regularly reflect on their play and to seek assistance early if any warning signs arise.

Warning signs of problem gambling

• Preoccupation with gambling: Frequently thinking about the casino, planning the next session, or reliving past wins and losses, even when engaged in other activities.
• Increasing time and money spent: Needing to wager larger amounts or play longer to achieve the same level of excitement, or repeatedly exceeding your planned budget or schedule.
• Chasing losses: Returning to play as soon as possible to try to win back previous losses, instead of accepting them as part of gambling.
• Neglecting responsibilities: Missing work or study, neglecting family or social obligations, or reducing participation in hobbies and interests because of gambling.
• Financial problems: Borrowing money, selling assets, using credit cards or loans to fund gambling, or having difficulties paying bills due to gambling expenditure.
• Emotional distress: Feeling anxiety, irritability, guilt, shame, or depression related to gambling, especially when attempting to cut down or stop.
• Secrecy and hiding behaviour: Concealing gambling activity, lying about time or money spent, or becoming defensive when questioned about gambling.

Self-assessment test

The following self-assessment statements are intended as a simple screening tool. They do not replace a professional diagnosis but can help you decide whether to seek further support. Answer "yes" or "no" to each statement:

• I often spend more time or money gambling than I originally planned.
• I have tried to cut down or stop gambling but find it difficult to do so.
• I gamble to escape problems, relieve boredom, or improve my mood.
• I sometimes lie to family, friends, or colleagues about my gambling.
• My gambling has caused financial stress, such as unpaid bills or debt.
• I feel restless, irritable, or upset when I cannot gamble.
• I have used credit, loans, or borrowed money specifically to gamble.
• My relationships, work, or studies have been negatively affected by gambling.

If you answered "yes" to one or more of these statements, we strongly encourage you to:

• Set or tighten your deposit and time limits within your Primaplay account.
• Consider a Time-Out or self-exclusion period.
• Contact a professional support service listed in the Support Resources section below.

Disclaimer: Self-assessment tools are indicative only. For a full assessment and diagnosis of gambling disorder, please consult a qualified mental health professional.

Limits & Tools

Primaplay provides configurable tools to help you control your gambling activity in line with your personal circumstances and Australian responsible gambling expectations. We strongly recommend setting conservative limits from your first visit and reviewing them regularly.

Deposit limits

Deposit limits allow you to control the total amount of money you may deposit into your Primaplay account over a specific period. You can usually set separate daily, weekly, and monthly caps.

1. Accessing the limits area:
   • Log in to your account at primaplay-aussie.com.
   • Go to "My Account" or "Profile" in the main menu.
   • Select the "Responsible Gaming" or "Limits" section (wording may vary slightly). If you cannot find it, contact [email protected] for guidance.
2. Choosing your limits:
   • Decide on realistic maximum amounts you can afford to lose without affecting essential expenses such as rent, utilities, food, and debts.
   • Enter separate figures in the daily, weekly, and/or monthly fields (for example, AUD 50 per day, AUD 150 per week, AUD 400 per month).
   • Confirm by clicking "Save" or "Apply Limit". You may be asked to re-enter your password or confirm via e-mail.
3. Increasing and decreasing limits:
   • You may decrease your deposit limits at any time. Decreases generally take effect immediately or as soon as technically possible.
   • Any request to increase or remove limits will be subject to a cooling-off period (for example, 24 hours or longer), during which the previous lower limits remain active. This delay is intended to protect you from impulsive decisions.
   • We reserve the right to decline a requested increase if risk indicators are present or if this would be inconsistent with our responsible gaming obligations.

Important: Deposit limits restrict how much you can deposit, not how much you can lose. Losses depend on your gameplay and outcomes.

Time limits and session management

To help you manage the amount of time you spend on the site, Primaplay may offer session timers or reminders:

• Session timer: A visible timer that shows how long you have been logged in or playing. You may be able to set reminder intervals (for example, every 30, 60, or 90 minutes) in the "Responsible Gaming" section of your account.
• Reality checks: Pop-up messages that appear after a certain period of continuous play, summarising your session duration and net result (wins/losses) and offering the option to log out or continue.

To configure time-related controls:

1. Log in and go to My Account > Responsible Gaming (or similar).
2. Locate the "Time Limits" / "Session Control" options.
3. Choose the desired reminder frequency or maximum session length and confirm your selection.

Time-Out (short breaks)

If you feel the need for a brief pause but do not wish to self-exclude for a longer period, you can request a temporary Time-Out (short break) from Primaplay.

1. Initiating a Time-Out:
   • Log in and navigate to My Account > Responsible Gaming.
   • Select the "Time-Out" or "Short Break" option.
2. Selecting the duration:
   • Choose a period such as 24 hours, 48 hours, or 72 hours. Longer Time-Outs may also be available (for example, 7 or 30 days).
   • Confirm your choice. In some cases you may need to validate it via an e-mail link sent to your registered address.
3. Effect of a Time-Out:
   • During the Time-Out, you will not be able to log in and place bets or make deposits.
   • You may still be allowed to contact support (for example, via e-mail) and, depending on operational constraints, to request withdrawals of available balances, but no new gambling activity will be permitted.

If you are unsure how to set a Time-Out, please contact our support team at [email protected] and clearly indicate that you wish to activate a short break for responsible gaming reasons.

Self-Exclusion

Self-exclusion is a serious, formal measure intended for players who recognise that they are at risk of, or already experiencing, gambling-related harm. By self-excluding, you request that Primaplay blocks your access to your account for a defined period, typically ranging from six months up to a lifetime. We strongly encourage you to consider independent counselling and national self-exclusion options in addition to any action taken with us.

How to request self-exclusion

Depending on technical implementation, self-exclusion may be initiated through your account interface or manually via our support team. If the "Self-Exclusion" function is not visible, you must contact support directly.

1. Via your account (where available):
   • Log in to primaplay-aussie.com.
   • Go to My Account > Responsible Gaming.
   • Locate the "Self-Exclusion" section.
2. Selecting the exclusion period:
   • Choose a minimum exclusion duration, which may include: 6 months, 1 year, 2 years, or permanent/lifetime.
   • Carefully read the description of each option. Longer or lifetime periods provide stronger protection and cannot generally be revoked early.
3. Confirming your decision:
   • Carefully review the confirmation message, which will summarise the implications of self-exclusion.
   • Tick any required acknowledgement boxes (for example, confirming that you understand the limitations and that the decision is voluntary and final for the chosen period).
   • Click "Confirm Self-Exclusion". A confirmation e-mail will normally be sent to your registered e-mail address.
4. Via support e-mail (recommended method if in doubt):
   • Send an e-mail from your registered address to [email protected].
   • Include your full name, username, and a clear subject line such as "Self-Exclusion Request - Primaplay".
   • Specify the desired exclusion period (minimum 6 months, or lifetime) and explicitly state that you are requesting self-exclusion for responsible gaming reasons.

Consequences of self-exclusion

• Account access: Once self-exclusion is activated, you will not be able to log in, place bets, make deposits, or open a new account with Primaplay for the duration of the exclusion. Attempting to circumvent self-exclusion (for example, by opening another account) is strictly prohibited and may lead to permanent closure of all related accounts.
• Marketing and communications: We will take reasonable steps to stop sending you marketing communications regarding gambling products. Some communications required for legal or regulatory reasons (for example, balance or transaction notifications) may still be sent.
• Withdrawals and balances: In general, any remaining real-money balance will be handled according to our Terms & Conditions and applicable law under our Curaçao structure. You may contact support to request withdrawal of any eligible funds. No further wagering is allowed on the account.
• Irreversibility during the exclusion: Self-exclusion is binding for the full duration selected. Requests to reduce or cancel an active exclusion will not be accepted until the exclusion expires. For lifetime exclusions, reopening is not normally possible.

Important AU-specific note: Our internal self-exclusion only applies to your Primaplay account on primaplay-aussie.com and related brand domains. It does not extend to other operators, whether offshore or domestically regulated. We therefore strongly recommend also enrolling in any relevant national or state self-exclusion schemes available in your place of residence and using blocking software (see Support Resources).

Support during and after self-exclusion

Self-exclusion should be considered alongside professional help. We encourage you to:

• Contact national helplines and counselling services listed below for ongoing support.
• Inform close family members or trusted friends of your decision, where safe to do so.
• Seek financial counselling if gambling has affected your financial situation.

If you have any questions about self-exclusion or need help choosing the most appropriate period, please contact [email protected] and clearly identify your message as related to responsible gaming.

Support Resources

Primaplay recognises that independent, confidential support is essential for players and their families. Below you will find key Australian and international resources, as well as technical tools to help you limit access to gambling websites and applications. We encourage all players who feel at risk to combine our internal tools with these external services.

Local support for Australia

The following services are focused on residents of Australia and comply with local mental health and gambling harm minimisation frameworks. Information is provided for guidance only and may change; please check each website for the most current details.

• National Gambling Helpline (Australia)
  • Phone: 1800 858 858 (free call within Australia)
  • Website: gamblinghelponline.org.au
  • Hours: 24 hours a day, 7 days a week
  • Services: Telephone counselling, online chat, self-help tools, and information for gamblers and affected others.
  • Languages: English, with access to interpreter services for other languages.
• Lifeline Australia (crisis support)
  • Phone: 13 11 14
  • Website: lifeline.org.au
  • Hours: 24/7
  • Services: Crisis support and suicide prevention; not gambling-specific but highly relevant where gambling is linked to psychological distress.
  • Languages: English, with some translation options; see their website for details.
• Financial counselling (Australia)
  • National Debt Helpline: 1800 007 007
  • Website: ndh.org.au
  • Hours: Typically Monday to Friday, local business hours (see website for current times).
  • Services: Free, confidential financial counselling for people experiencing financial difficulty, including gambling-related debt.

Confidentiality: These services are independent of Primaplay. Conversations are generally confidential and can often be accessed anonymously. They will not share information with us unless you specifically request it and appropriate arrangements exist.

International support organisations

If you are outside Australia, or if you prefer international resources, you can access global organisations that specialise in gambling-related support:

National and regional self-exclusion schemes

In addition to self-excluding from Primaplay, we recommend registration with any relevant national or regional scheme in the country where you reside. Examples include:

• United Kingdom - GAMSTOP
  • Website: gamstop.co.uk
  • Scope: Free self-exclusion from all participating UK-licensed online gambling operators, for 6 months, 1 year, or 5 years.
• Spain - RGIAJ (Registro General de Interdicciones de Acceso al Juego)
  • Website: ordenacionjuego.es
  • Scope: State-run register preventing access to licensed operators for registered individuals.
• Other EU and international schemes: Many countries and regions operate their own exclusion registers or "multi-operator" bans. Please check the gambling regulator's website in your jurisdiction for details.

Note: These schemes are managed by local regulators and do not fall under the control of Primaplay. You must register directly with the scheme operator, and their rules and effects are determined by local law.

Blocking and filtering tools

Technical blocking software can complement self-exclusion by restricting access to gambling-related content on your devices:

• Gamban
  • Website: gamban.com
  • Function: Paid software that blocks most online gambling websites and apps across multiple devices.
• BetBlocker
  • Website: betblocker.org
  • Function: Free blocking tool that allows you to restrict access to gambling sites for chosen periods.
• Device and router controls: Many operating systems and routers allow you to block particular websites or categories (for example, through parental control settings). Consult your device manufacturer's instructions if needed.

Disclaimer: Blocking tools are provided by third parties. Primaplay is not responsible for their availability, effectiveness, or any costs incurred. You should review each provider's terms and privacy policy.

Family and affected others - support resources

Family members and friends affected by someone else's gambling often need support in their own right. In addition to the resources listed above, the following may be helpful:

• Gambling Help Online - For Family & Friends (Australia)
  • Information and self-help materials for people impacted by another person's gambling.
  • Access via gamblinghelponline.org.au.
• Gam-Anon (international fellowship for families and friends of compulsive gamblers)
  • Website: gam-anon.org
  • Offers local meetings, online support, and literature for affected others.
• Online forums and chats: Many national helplines, including Gambling Help Online, host moderated forums and chat rooms where relatives can share experiences and coping strategies in a supportive setting.

Confidentiality and professional help: All named services aim to provide confidential and non-judgmental support. Where necessary, they can refer you to clinical psychologists, psychiatrists, or specialist counsellors for structured treatment.

Help for Family

Gambling problems rarely affect only the individual who gambles. Partners, parents, children, and friends may experience emotional, financial, or practical difficulties. Primaplay encourages relatives and other affected persons to seek support early and to approach the issue with care, empathy, and appropriate boundaries.

How to talk to a person who may have a gambling problem

• Choose a calm, private moment: Avoid raising the issue during or immediately after gambling, or during an argument. Wait for a time when both of you are relatively calm and free from distractions.
• Use non-judgmental language: Focus on how their behaviour affects you and the family, rather than labelling or blaming. For example: "I feel worried when we cannot pay bills because of gambling" instead of "You are irresponsible."
• Listen actively: Allow the person to speak about their experiences and feelings without constant interruption. This may help reduce defensiveness and encourage open discussion.
• Encourage, do not coerce: Express your concern and suggest support options, but recognise that the individual must decide to seek help. Ultimatums should be used cautiously and only where necessary for safety or wellbeing.
• Set clear boundaries: Explain what you can and cannot do (for example, not lending further money or covering gambling debts), and stick consistently to these boundaries to avoid enabling harmful behaviour.

Support options for family members

• Helplines and counselling: Contact Australian services such as Gambling Help Online or Lifeline to discuss your situation and receive personalised advice.
• Family support groups:
  • Gam-Anon groups (see gam-anon.org) for families and friends of problem gamblers.
  • Online forums and chats hosted by Gambling Help Online, where you can engage anonymously with others in similar situations.
• Professional therapy: Psychologists, counsellors, or social workers with experience in gambling-related issues can provide individual or family therapy. Your GP or a helpline can assist with referrals.

Recommended next steps

1. Ensure immediate safety: If there is any risk of harm to yourself or others (including threats of self-harm by the gambler), contact emergency services or a crisis hotline such as Lifeline (13 11 14) immediately.
2. Seek independent advice: Arrange a confidential conversation with a counsellor or helpline to understand your options and rights, including legal and financial implications.
3. Review financial arrangements: Consider separating finances, limiting shared access to credit, and obtaining guidance from a financial counsellor to protect essential assets and expenses.
4. Support, but do not finance, gambling: Offering emotional support is different from paying off debts or providing money that may be used for gambling. Prioritise essential needs and your own wellbeing.

Primaplay cannot provide legal, financial, or clinical advice to family members, but we strongly recommend using the independent services listed in the Support Resources section for comprehensive assistance.

Operator's Commitment

Primaplay, operating via primaplay-aussie.com under a Curaçao eGaming structure, is committed to promoting safer gambling practices and reducing the risk of gambling-related harm, including for players in Australia where we are treated as an offshore operator. While our obligations are defined primarily by our licensing framework and applicable foreign law, we voluntarily align our practices with widely recognised responsible gambling standards.

Internal monitoring and risk checks

We may conduct internal reviews of player behaviour in order to identify patterns that could indicate increased risk. Subject to applicable privacy and data protection rules (see our Privacy Policy at primaplay.eu/privacy), this can include:

• Behavioural analysis: Monitoring for indicators such as very frequent deposits, rapid escalation in stakes, extended continuous play, repeated attempts to cancel withdrawals, and multiple failed deposit attempts.
• Account and age verification: Implementing checks to confirm that all players are at least 18 years old and to detect potential misuse of payment methods or third-party accounts.
• Use of responsible gaming tools: Reviewing whether a player sets and respects limits and whether they attempt to override or frequently increase those limits.

These processes are designed to support harm minimisation and are not a guarantee that all problematic behaviour will be detected.

Proactive contact and interventions

Where our internal systems or staff identify behaviour that appears to pose a risk of harm, we may take one or more of the following steps, depending on the circumstances and consistent with our legal framework:

• Sending informational messages: Providing targeted responsible gaming information, such as reminders about limits and self-exclusion, via on-site messages or e-mail.
• Requesting further information: Asking the player for clarification regarding their source of funds or affordability where unusual or high-risk patterns are observed, in line with our anti-fraud and Know Your Customer (KYC) procedures.
• Applying restrictions: Temporarily or permanently restricting deposits, wagers, or account access where we reasonably believe that continued gambling may be unsafe or inconsistent with our policies.
• Recommending professional support: Directing the player to independent helplines and treatment providers, especially if the player discloses gambling-related harm.

Conditions for support-initiated contact: Our support team may initiate contact with a player when:

• Objective indicators suggest a significant change in gambling behaviour that may indicate elevated risk.
• The player has previously disclosed gambling-related issues or has used self-exclusion/Time-Out features and then requested reactivation.
• Legal, regulatory, or licence conditions in our operating jurisdiction require or strongly recommend such contact.

All interactions are intended to be respectful, non-judgmental, and focused on your safety. However, we cannot assume responsibility for your decisions or guarantee prevention of gambling problems. You remain primarily responsible for managing your gambling behaviour, and we strongly advise use of independent support and self-exclusion where appropriate.

Updates

Primaplay may update this Responsible Gaming information from time to time to reflect:

• Changes in our internal policies, tools, or procedures (for example, new limit options or modified self-exclusion processes).
• Developments in applicable laws and regulations in our licensing jurisdiction or in markets where our services are accessible, including updated Australian regulatory guidance relating to offshore gambling sites.
• Improved industry standards and best practices for harm minimisation and player protection.

How you will be informed:

• Publication of the revised version of this page on primaplay-aussie.com, which will take effect on or after the date indicated below, unless otherwise stated.
• Where changes are material, additional notices may be provided via e-mail to your registered address, account notifications, or banners on the website.
• In some cases, you may be asked to accept updated Terms & Conditions available at primaplay.eu/terms before continuing to use our services.

We encourage you to review this Responsible Gaming page regularly to ensure that you remain informed of the current measures and your available options.

Last updated: 4 March 2026

Contact & Feedback

Primaplay welcomes questions, feedback, and requests relating to responsible gaming. If you are concerned about your gambling, wish to adjust your limits, or want to request Time-Out or self-exclusion, please let us know clearly so we can prioritise your enquiry appropriately.

Responsible gaming contact details

• E-mail (primary contact): [email protected]
  • Use this address for all responsible gaming requests, including limit changes, Time-Out, and self-exclusion.
  • Please include your username and a brief description of your request in the subject line, for example: "Deposit Limit Adjustment - Responsible Gaming".
• E-mail (general information): [email protected]
  • For general questions about our policies and site operation. Responsible gaming operational requests should still be sent to [email protected].
• Phone contact: A dedicated responsible gaming phone line is not currently specified. If a telephone support number is introduced or updated, it will be published on this page and/or in our general Contact section.

Feedback and self-control requests

If you would like personalised assistance with managing your gambling on primaplay-aussie.com, you may send us a written request containing:

• Your full name and account username.
• A clear indication of the support you are seeking (for example, "I want to set a monthly deposit limit of AUD 200" or "I wish to self-exclude for 12 months").
• Any additional information you consider relevant (for example, that you have contacted a helpline or started counselling).

By contacting us, you acknowledge that we may use the information you provide solely to process your responsible gaming request, consistent with our Privacy Policy and applicable data protection law.

Important disclaimer: While Primaplay will take reasonable steps to support your responsible gaming choices and to apply any agreed restrictions, no system is infallible. You should therefore combine our internal measures with external protection tools, independent counselling, and, where available, national self-exclusion schemes in your country of residence.