Problem Gambling Help — Resources for Australian Players
Gambling should be entertainment. When it stops being that — when it affects your finances, relationships or mental health — support is available. This page explains the warning signs, the tools Casiny provides to help you stay in control, and the Australian support services that can help if you need them.
How to Recognise a Gambling Problem
Problem gambling does not always look like a crisis. It often develops gradually. The signs below are not a clinical diagnosis — they are indicators that your relationship with gambling may be causing harm and that talking to someone could help.
Behavioural signs
- Spending more time or money gambling than you planned or intended
- Chasing losses — returning to win back money you have already lost
- Gambling to escape stress, anxiety or low mood rather than for entertainment
- Hiding your gambling activity from family, friends or a partner
- Borrowing money, using credit, or selling possessions to fund gambling
- Feeling restless, irritable or low when you are not gambling
- Neglecting work, study or family responsibilities because of time spent gambling
Financial signs
- Gambling with money set aside for bills, rent or essentials
- Unexplained gaps in bank statements or savings
- Requesting pay advances or payday loans to fund sessions
- Lying about financial losses to people close to you
If several of the above apply to you, you are not alone. Approximately 1% of Australian adults experience problem gambling, and many more experience gambling harm at a lower intensity. The services listed on this page are free, confidential and non-judgmental.
Casiny's Built-In Responsible Gambling Tools
Casiny provides a set of account-level tools that allow you to impose limits on your own play without needing to contact support. These are available in the Responsible Gambling section of your account settings.
| Tool | What it does | How to activate |
|---|---|---|
| Deposit limits | Caps how much you can deposit in a daily, weekly or monthly period. Once set, a reduction takes effect immediately. An increase requires a 24-hour cooling-off period before it becomes active. | Account Settings → Responsible Gambling → Deposit Limits |
| Loss limits | Caps how much you can lose in a defined period. When you hit the limit, you cannot place further bets until the period resets. Reductions apply immediately; increases require 24 hours. | Account Settings → Responsible Gambling → Loss Limits |
| Session time limits | Sets a maximum session length. When the limit is reached, you are logged out automatically. | Account Settings → Responsible Gambling → Session Limits |
| Reality check reminders | A pop-up notification at intervals you choose (30 min, 60 min, 90 min) showing your session duration and net result. | Account Settings → Responsible Gambling → Reality Check |
| Cooling-off period | Temporarily suspends your account for a period you choose: 24 hours, 7 days, 30 days, or 90 days. You cannot log in or deposit during this period. | Account Settings → Responsible Gambling → Take a Break |
| Self-exclusion | Closes your account for a minimum of 6 months or permanently. Marketing communications are stopped. See the section below for the full process. | Account Settings → Responsible Gambling → Self-Exclusion, or via live chat |
How to Self-Exclude at Casiny
Self-exclusion is the most comprehensive tool available. It closes your account and prevents you from creating a new one. The steps below are based on Casiny's current process:
- Log in to your Casiny account.
- Go to Account Settings and select the Responsible Gambling section.
- Select Self-Exclusion and choose a period: 6 months, 1 year, 5 years, or permanent.
- Confirm the request. Your account will be suspended within 24 hours and all promotional communications will be stopped.
- If you cannot access your account or the in-account tool is not available, contact Casiny support via live chat or email and request self-exclusion directly. Under Curaçao licence terms, operators are required to honour this request.
Keep a record of your self-exclusion request — the date, the method, and any confirmation email. If Casiny fails to act on the request, this record will support a formal complaint.
If Casiny Is Not Responding to Your Self-Exclusion Request
Casiny holds a Curaçao eGaming licence. This licence does not provide the same level of player protection as Australian state-based licences or the UK Gambling Commission, but the operator is still required to process self-exclusion requests.
If you have requested self-exclusion and Casiny has not acted within 24 hours, take the following steps:
- Document everything — screenshot your self-exclusion request, the date and time, and any chat or email transcripts.
- Escalate to Casiny support via email — a written request via email creates a paper trail that live chat does not.
- File a complaint with the Curaçao Gaming Control Board — as of January 2024, the Curaçao GCB accepts formal player complaints at gcb.cw. Include your account details and the documentation from step one.
- Contact BetStop — Australia's national self-exclusion register (betStop.net.au) covers licensed Australian operators. Casiny, as an offshore operator, is not covered by BetStop, but registering with BetStop will block you from all licensed Australian-facing operators simultaneously.
- Block gambling sites at the device level — Gamban (gamban.com) is a paid app that blocks gambling sites across all your devices. It is a practical interim measure while a formal exclusion is processed.
National Support Lines
All services listed below are free, confidential, and available to Australian residents regardless of which casino or gambling product they use.
| Service | Contact | Hours |
|---|---|---|
| Gambling Help Online | 1800 858 858 | gamblinghelponline.org.au | 24 hours, 7 days |
| Lifeline | 13 11 14 | lifeline.org.au | 24 hours, 7 days |
| Beyond Blue | 1300 22 4636 | beyondblue.org.au | 24 hours, 7 days |
| MensLine Australia | 1300 78 99 78 | mensline.org.au | 24 hours, 7 days |
| Financial Counselling Australia | 1800 007 007 | financialcounsellingaustralia.org.au | Mon–Fri, 9:30am–4:30pm AEST |
Gambling Help Online offers real-time chat counselling at gamblinghelponline.org.au — if you would rather type than talk, this is a good option available around the clock. Counsellors are trained specifically in gambling harm and can also provide referrals to local face-to-face services in your state or territory.
External Resources and Organisations
- BetStop — National Self-Exclusion Register (betStop.net.au) — covers all licensed Australian online wagering and sports betting services. Free registration blocks you from all participating operators simultaneously for a period you choose.
- Gamban (gamban.com) — device-level blocking software that prevents access to gambling sites across all your devices. Available as a paid subscription; effective as an immediate technical barrier.
- Gambling Help Online Chat (gamblinghelponline.org.au) — free online counselling via live chat, available 24/7.
- Beyond Blue (beyondblue.org.au) — mental health support including resources specifically about gambling and co-occurring anxiety or depression.
- Australian Banking Association — most Australian banks offer gambling transaction blocks on debit and credit cards via their mobile apps. Check with your bank for this option as a free financial safeguard.
Helping Someone Else Who Has a Gambling Problem
Gambling harm affects people around the person gambling — partners, parents, children, and friends often experience significant stress and financial impact. If you are concerned about someone else:
- Do not cover their gambling debts — it removes the immediate consequence that often prompts someone to seek help.
- Talk to them at a calm moment — not immediately after a loss or a discovery of debt. Keep the conversation focused on your concern for them, not blame.
- Contact Gambling Help Online on their behalf — counsellors can advise family members and partners on how to approach a conversation and what support is available.
- Seek your own support — Gambling Help Online also provides counselling for people affected by someone else's gambling, not only the person gambling themselves.
If there is immediate financial harm or safety risk, contact the National Debt Helpline (1800 007 007) or Lifeline (13 11 14) for crisis support.
