Responsible Gambling

If gambling is costing you more money, time or sleep than you planned, you can get free, confidential help right now from Gambling Help Online on 1800 858 858, any time of day. You do not need to be in crisis to call.

This page covers the warning signs, the tools that actually help, and what to do if an offshore casino owes you money. It is written for players and for the people who care about them.

How do I know if my gambling is becoming a problem?

There is no single line you cross. Harm builds slowly, and it usually shows up in money, time and mood before anything else. Be honest with yourself about this list.

• You spend more than you planned, more often than not.
• You deposit again to win back what you just lost.
• You borrow money, use bill money or sell things to keep playing.
• You hide how much or how often you gamble from people close to you.
• You feel anxious, flat or irritable when you are not gambling.
• You play late into the night or during work hours.
• You keep upping your stake to get the same feeling.
• You have tried to cut back and could not.
• Arguments at home are about money or gambling.
• You think of gambling as a way to fix money problems.

If one or two of these sound familiar, it is worth acting now while it is easier. If several do, please talk to someone. Gambling Help Online can do a quick, private check with you by phone or chat.

How do I set deposit, loss and session limits?

Set limits before you play, not during a session. Decisions made while chasing a loss are rarely good ones.

Most online casinos have a responsible gambling or account limits section in the account menu. Look for these tools:

Lowering a limit usually works straight away. Raising one should come with a waiting period, often 24 hours or more. If a casino lets you raise a limit instantly, treat that as a warning sign about the casino.

Outside the casino, you can also set a fixed gambling budget, keep gambling money in a separate account, and switch off saved card details. Since 11 June 2024, licensed Australian wagering providers cannot accept credit cards for online betting, as set out by ACMA. Offshore casinos are not covered by that ban, so the choice is yours.

What is the difference between a cooling-off period and self-exclusion?

A cooling-off period, sometimes called a time-out, locks your account for a short time such as 24 hours, a week or six weeks. It suits a bad night or a stretch where you want a clear head.

Self-exclusion closes your account for a longer period, commonly six months, a year or permanently. You should not be able to reopen it early.

1. Find the setting. Look under Responsible Gambling, Account Limits or Account Settings. If you cannot find it, ask live chat to self-exclude you.
2. Get it in writing. Ask for an email confirming the exclusion period and that marketing will stop.
3. Withdraw your balance first. Request a withdrawal of any remaining funds before or at the time you exclude.
4. Repeat at every casino. An exclusion at one casino usually does not apply to its sister sites. Ask whether it covers the whole group.

What does BetStop cover, and what does it not?

BetStop is the National Self-Exclusion Register. It launched on 21 August 2023 and lets you exclude yourself from all licensed Australian online and phone wagering providers in one step, for anywhere from 3 months up to life.

Licensed providers must not take bets from you or send you marketing while you are registered. It is free and you can sign up online.

BetStop does not cover offshore online casinos. Those sites are not licensed in Australia and are not connected to the register. It also does not cover land-based venues like pubs, clubs and casinos, which have their own state-based exclusion schemes.

If your gambling includes both sports betting with Australian bookmakers and offshore pokies or casino games, use BetStop for the first and blocking software for the second.

Can I block gambling sites on my phone and computer?

Yes. Blocking software stops gambling sites and apps from loading on your devices, including offshore casinos that BetStop does not reach.

• Gamban blocks gambling sites and apps on phones, tablets and computers.
• BetBlocker does the same job and lets you keep the block in place for a period you choose.

Both are free to use. Install one on every device you use, including a work laptop if you gamble there. Gambling Help Online counsellors can talk you through setting it up.

Where can I get free help in Australia?

How do I talk to my family about my gambling?

Pick a calm time, not straight after a loss or an argument. Start with the plain facts: how much, how long, and what you want to change.

You do not have to have a plan before you speak. Saying it out loud is often the step that makes the rest possible. Some people find it easier to call a counsellor first and practise what to say.

Consider asking someone you trust to help with money for a while, such as holding a card or checking statements with you. That is a practical support, not a punishment.

What if someone I care about gambles too much?

Talk about what you have noticed, not about what kind of person they are. “I have seen money missing from the account” lands better than “you have a problem”.

Protect your own finances. Separate accounts and removing shared card access are reasonable steps. Gambling Help Online supports family and friends too, and you can call even if the person gambling is not ready to.

What can I do if an offshore casino owes me money?

Your options are limited, so be realistic. Offshore casinos are not licensed in Australia, and Australian regulators and ombudsman services cannot order them to pay.

1. Keep records. Screenshot your balance, withdrawal requests, verification uploads, chat transcripts and emails. Note dates and times.
2. Use the casino’s complaints process. Ask for the specific term they are relying on to hold or void your winnings. Get the answer in writing.
3. Complain to the licensing authority. Find the licence number in the casino’s footer and lodge a complaint with that regulator. Some offer a formal dispute process, others do very little.
4. Talk to your bank or payment provider. If you were charged for something you did not authorise, ask whether a dispute is possible.
5. Tell us. We cannot recover your money, but we record complaints and they count against a casino’s score. Use our contact form.

Do not deposit more to unlock a withdrawal, and do not pay anyone who offers to recover your money for a fee.

If a dispute is pulling you back to play, call 1800 858 858.