Responsible Gaming

Responsible gaming at Golden Reels on goldenreels-aussie.com means approaching online gambling as a form of entertainment, not a way to earn income or solve financial problems. The aim of this page is to help you make informed, conscious decisions about when and how you play, to recognise potential risks, and to know what tools and support are available. Golden Reels, operated by Pompano Industries B.V. under a Curacao licence (Antillephone N.V., 8048/JAZ), is committed to providing clear information, practical control tools, and access to independent support services. If your gambling stops being fun or starts to feel out of control, you can rely on our support team via [email protected] to help you set limits, take a break, or exclude yourself.

Risk Awareness

Gambling always involves financial risk. In Australia, online gambling services offered from overseas are subject to enforcement, including ACMA blocking orders, and must still take reasonable steps to protect players from harm. Understanding the signs of problematic play is a key part of responsible gaming.

Common signs of potential gambling addiction

• Loss of control: Frequently betting more than you planned, or being unable to stop playing even when you intend to.
• Preoccupation with gambling: Regularly thinking about the casino, planning the next session, or reliving past wins or losses when you should be focusing on work, study, or family.
• Chasing losses: Increasing stake size or playing longer sessions to "win back" money you have lost, instead of accepting losses as part of gambling.
• Financial problems: Using money needed for rent, bills, food, or credit repayments to gamble; borrowing or using credit to fund play.
• Emotional distress: Feeling guilt, anxiety, irritability, or depression related to gambling, especially when you try to cut down or stop.
• Social and work impact: Withdrawing from friends and family, lying about gambling, or experiencing reduced performance at work or study.
• Ignoring time and responsibilities: Playing for long periods, losing track of time, or missing important commitments because of gambling.

Self-assessment questions

Consider the following statements honestly. If you frequently answer "yes", gambling may be becoming a problem and you should seek support or use the control tools described on this page.

• Do I often gamble longer than I originally planned?
• Do I gamble with money that I know should be used for everyday expenses or bills?
• Have I tried to win back money I previously lost by continuing to play or increasing my bets?
• Have I lied to family or friends about how much time or money I spend gambling?
• Do I feel restless, irritable, or upset when I try to cut down or stop gambling?
• Have my gambling habits caused conflicts at home, at work, or in my social life?
• Do I feel that gambling is one of the only ways I can relieve stress or escape my problems?

Protective note: This self-check is not a medical diagnosis. Only a qualified health professional can diagnose a gambling disorder. If you are concerned, contact one of the support services listed below or speak to your GP or a mental health specialist.

Limits & Tools

Golden Reels on goldenreels-aussie.com provides a range of tools to help you control your play in line with responsible gambling standards that reflect leading practices relevant to Australian players. These tools are designed to support informed decision-making, not to replace your own responsibility for how you gamble.

Deposit limits (daily, weekly, monthly)

1. Access your account settings:
   • Log in to your Golden Reels account via https://goldenreels-aussie.com.
   • Go to "My Account" or "Profile" in the main menu.
   • Select the "Responsible Gaming" or "Limits" section (wording may vary).
2. Choose the type of limit:
   • Select Deposit Limits.
   • You will typically see options for:
     • Daily limit - e.g. maximum AUD 50 per 24 hours.
     • Weekly limit - e.g. maximum AUD 150 per 7 days.
     • Monthly limit - e.g. maximum AUD 400 per calendar month.
3. Enter your chosen amounts:
   • Enter figures that reflect what you can comfortably afford to lose, without affecting essential living costs.
   • Confirm the currency (AUD) and save your changes.
   • Once applied, the system will prevent deposits that would exceed your chosen limits.
4. Increasing or decreasing limits:
   • You can decrease limits at any time; decreases usually take effect immediately or very quickly.
   • Requests to increase or remove limits may be subject to a cooling-off period (for example, 24 hours or longer) to protect you from impulsive decisions.

Important: Deposit limits control how much you can add to your account. They do not guarantee that you will not lose money, and they do not constitute financial advice.

Time limits and session control

Time-based tools help you manage how long you spend on the site and limit continuous play sessions.

• Session timers:
  • In your "Responsible Gaming" settings, you may enable a session reminder or maximum session length.
  • For example, you can set a reminder every 30 or 60 minutes, or a maximum session of 2 hours.
  • When the time is reached, a message will appear prompting you to take a break, log out, or continue subject to any limits you have set.
• Reality checks:
  • Pop-up messages may show how long you have been playing and your net result (winnings/losses) for the session.
  • You should use these to regularly review whether you wish to continue playing.

Short breaks ("Time-Out")

1. Finding the Time-Out option:
   • Log in and go to "My Account" -> "Responsible Gaming" -> "Time-Out" (or similar wording).
2. Selecting the break duration:
   • Choose a period such as:
     • 24 hours;
     • 48 hours;
     • 72 hours (3 days);
     • or another short period, as available.
3. Confirming your Time-Out:
   • Read the information about the consequences (temporary inability to log in or deposit).
   • Confirm your choice; an on-screen confirmation will be displayed and, where enabled, an email may be sent to your registered address.
4. During the Time-Out:
   • You will not be able to log in and place bets or make deposits.
   • Once the selected period expires, account access will be automatically restored.

Regional compliance note: These tools are provided as harm-minimisation measures and reflect recognised responsible gambling principles. They do not create any right to credit, compensation, or guaranteed loss recovery.

Self-Exclusion

Self-exclusion is a more serious and longer-term measure than a Time-Out. It is appropriate if you believe you are at risk of, or are already experiencing, gambling-related harm. Golden Reels makes self-exclusion available to help you prevent access to your account for an extended period.

How to activate self-exclusion

1. Access the Self-Exclusion section:
   • Log in to your account on goldenreels-aussie.com.
   • Navigate to "My Account" -> "Responsible Gaming" -> "Self-Exclusion" (or equivalent section).
   • If you cannot locate it, contact customer support at [email protected] and request assistance.
2. Choose the exclusion period:
   • Available options normally include at least:
     • 6 months (minimum recommended period);
     • 1 year;
     • 2 - 5 years (if available);
     • Lifetime (permanent) exclusion.
   • Select the period you consider sufficient to protect yourself from harm.
3. Confirm your decision:
   • Carefully read the explanation of the effects of self-exclusion.
   • Tick any required confirmation boxes (e.g. acknowledging that the decision is voluntary and you understand the consequences).
   • Click "Confirm" or "Submit request". You may receive an email confirmation.
4. Support contact (optional but recommended):
   • You may also email [email protected] from your registered email address with a clear request for self-exclusion and the desired duration.
   • If needed, our team may ask for additional information to verify your identity and process the exclusion securely.

Consequences of self-exclusion

• Account access: Once self-exclusion is applied, you:
  • Cannot log in to the excluded account during the exclusion period;
  • Cannot make deposits or place bets;
  • Should not attempt to open new accounts; if detected, new accounts may also be closed.
• Use of remaining balance:
  • Generally, any real money balance may be withdrawn subject to standard verification and anti-money laundering checks, where legally and technically possible.
  • Bonus funds and associated wagering requirements may be voided in accordance with the applicable bonus rules.
  • In some cases, regulatory or technical restrictions may affect what can be withdrawn. You should contact [email protected] for clarification.
• Communication:
  • Marketing communications to your registered details should be stopped in connection with the excluded account, subject to any legal or technical limitations.
  • You may still receive important service or legal notices (for example, about account security, verification, or regulatory changes).
• Changing or ending exclusion:
  • Self-exclusion for a fixed period cannot usually be revoked early. You must wait until the chosen period ends.
  • For lifetime exclusion, reopening may not be possible. If any reopening is considered, a cooling-off period and detailed assessment will apply.

Legal and regional note: Self-exclusion on goldenreels-aussie.com applies only to the specific account and does not automatically extend to other operators or websites. In Australia, you are strongly encouraged to also use national self-exclusion registers where available and to seek independent support.

Support Resources

Independent support is essential for preventing and addressing gambling-related harm. The following services are not operated by Golden Reels but are listed for your convenience. Service details (including hours and language coverage) may change; you should check their websites for the most current information.

Local support for players in Australia

• National Gambling Helpline (Gambling Help Online - AU)
  • Phone: 1800 858 858 (free call within Australia)
  • Operating hours: 24 hours a day, 7 days a week
  • Website: gamblinghelponline.org.au
  • Languages: English, with access to interpreter services for other languages on request
  • Services: Immediate counselling, online chat, self-help tools, and referrals to local face-to-face services.
• Lifeline Australia
  • Phone: 13 11 14
  • Operating hours: 24/7 crisis support
  • Website: lifeline.org.au
  • Languages: English; interpreter services may be available.
  • Services: Crisis counselling for emotional distress, including where gambling is one contributing factor.
• State and territory gambling help services
  • Each Australian state or territory operates its own gambling counselling services (for example, NSW Gambling HELP, Victorian Gambler's Help, Gambling Help Queensland).
  • These services typically offer free, confidential counselling and financial counselling.
  • Access is usually via referral from Gambling Help Online or directly from state health service websites.

International support organisations

National and regional self-exclusion schemes

• United Kingdom - GAMSTOP
  • Website: gamstop.co.uk
  • Free service allowing players to self-exclude from all participating licensed UK online gambling operators for periods of 6 months, 1 year, or 5 years.
• Spain - RGIAJ (Registro General de Interdicciones de Acceso al Juego)
  • Website: Information via the Spanish Directorate General for the Regulation of Gambling (DGOJ): ordenacionjuego.es
  • National register allowing individuals to prohibit access to regulated gambling operators in Spain.
• Other countries:
  • Many jurisdictions operate similar exclusion registers (e.g., Belgium, Italy, some Canadian provinces).
  • If you reside outside Australia, you should check your local gambling regulator's website for available schemes.

Note: These external schemes are not operated by Golden Reels. Registration with them does not automatically create, modify, or cancel your account status on goldenreels-aussie.com, and you remain responsible for ensuring consistency between your self-exclusion decisions and your use of our services.

Gambling website and app blockers

• Gamban
  • Website: gamban.com
  • Provides software to block access to gambling websites and apps on multiple devices.
• BetBlocker
  • Website: betblocker.org
  • Free blocking software that restricts access to gambling-related domains.
• Device-level restrictions:
  • You can also use parental control or content restriction features from your internet service provider, mobile network, or operating system to limit gambling content.

Family and affected others support

• Gambling Help Online - Family and Friends (AU)
  • Website: Dedicated "I care about someone" resources
  • Provides practical advice, forums, and counselling for relatives and partners.
• Gam-Anon
  • Website: gam-anon.org
  • International fellowship for family and friends of individuals with gambling problems.

Confidentiality and professionalism: Most of the organisations listed above offer confidential support, and many employ or train counsellors specifically in gambling-related harm. Golden Reels encourages you to contact them early if you have any concerns.

Help for Family

Gambling-related harm often affects partners, children, and other family members. If you are worried about someone's gambling, it is important to look after your own wellbeing as well as encouraging them to seek help.

How to start a conversation

• Choose the right moment: Speak when the person is sober, relatively calm, and not actively gambling or distressed by a recent loss.
• Use non-judgmental language: Focus on behaviours and impacts rather than personal attacks. For example, say "I am worried because bills are not being paid" instead of "You are irresponsible".
• Explain specific concerns: Mention concrete examples such as missing money, unpaid bills, changes in mood, or time spent online.
• Listen and avoid threats: Allow them to explain how they feel. Avoid ultimatums in the first discussion unless necessary for safety.
• Offer support, not control: Emphasise that professional help is available and that you are willing to support them in seeking it.

Engaging them in support

• Suggest contacting Gambling Help Online (1800 858 858, gamblinghelponline.org.au) together, or being present when they call or use the online chat.
• Encourage attendance at local support groups such as Gamblers Anonymous, which can provide peer support and shared experiences.
• Discuss the use of self-exclusion and blocking software as practical steps to reduce access to gambling while treatment is ongoing.

Support resources for family members

• Gambling Help Online - Forums and Chat (AU)
  • Anonymous forums and chat options for affected others.
  • See "For family and friends" at gamblinghelponline.org.au.
• Family support groups and communities:
  • Gam-Anon for meetings and online resources.
  • Online forums associated with national gambling help services in your jurisdiction (for example, via UK GamCare or Gambling Therapy).

Recommended next steps

• Consult a health professional: Encourage the person, and if appropriate yourself, to speak to a GP, psychologist, or psychiatrist about the impact of gambling. They can assess for gambling disorder, anxiety, depression, or other conditions.
• Use hotlines for crisis support: If anyone is at immediate risk of self-harm or serious harm, contact emergency services or crisis lines such as Lifeline (13 11 14 in Australia).
• Protect family finances: Consider practical measures such as separating accounts, reviewing joint financial commitments, and seeking financial counselling via services recommended by Gambling Help Online or state services.
• Look after yourself: Family members may benefit from individual counselling, stress management, and peer support to cope with the emotional strain.

Operator's Commitment

Pompano Industries B.V., as operator of Golden Reels on goldenreels-aussie.com under Curacao licence 8048/JAZ (Antillephone N.V.), acknowledges regulatory expectations for harm minimisation and the enforcement environment in Australia, including ACMA blocking orders under the Interactive Gambling Act 2001. Within this framework, we aim to implement proportionate measures to identify and reduce gambling-related risks.

Internal risk checks and monitoring

• Behavioural analysis:
  • Transaction and gameplay patterns may be monitored for indicators of risky behaviour, such as rapid, repeated deposits, sustained high-loss sessions, or frequent attempts to reverse withdrawals.
  • Unusual changes in activity, including sudden increases in betting size or frequency, may trigger internal reviews.
• Use of account tools:
  • Frequent changes or repeated removals of limits, failed deposit attempts, or multiple requests to reopen closed accounts may be considered warning signs.
• Communication flags:
  • Customer contacts mentioning financial hardship, difficulty controlling play, or distress associated with gambling may be escalated for additional support.

Proactive contact and interventions

• When we may contact you:
  • If our systems or staff identify patterns consistent with elevated risk of harm, we may contact you using your registered email (for example, [email protected] as sender) or via on-site messages.
  • Contact may include:
    • Information about responsible gambling tools (limits, Time-Out, self-exclusion);
    • Recommendations to review your gambling behaviour;
    • Signposting to independent support services.
• Possible account actions:
  • In higher-risk scenarios, we may apply or suggest additional restrictions, such as limiting deposits or promoting self-exclusion.
  • In severe cases where significant harm appears likely, we may suspend or close the account in line with our terms and our duty to reduce risk, subject to applicable law and licence conditions.
• Data and privacy:
  • Any monitoring and interventions are conducted in accordance with our privacy policy and legal obligations in our licensing jurisdiction.
  • Information is used primarily to ensure account security, regulatory compliance (including anti-money laundering), and harm minimisation.

Player responsibility: These measures support, but do not replace, your responsibility to manage your gambling and to seek help if you experience difficulties. You should promptly inform us if you believe you are at risk and request appropriate account restrictions.

Updates

Responsible gambling regulations and best practices evolve over time, particularly in markets such as Australia where enforcement and harm-minimisation measures are continually reviewed. Golden Reels therefore updates this page when needed to reflect changes in laws, regulatory guidance, licensing conditions, internal policies, or the availability of support tools.

How we notify you of changes

• Website updates: The most recent version of this Responsible Gaming page will always be available via goldenreels-aussie.com. Material changes may be highlighted via a banner or notice on the site.
• E-mail notifications: Where legally required or where a change materially affects your rights or obligations (for example, significant changes to self-exclusion procedures), we may send a notice to your registered email address.
• Policy documents: Updates may also be reflected in our general terms and conditions, privacy policy, and bonus rules, which should be read together with this page.

Last updated: 6 November 2026

Contact & Feedback

If you have questions about responsible gambling, wish to request support, or want to provide feedback on our tools and procedures, you can contact us using the details below. When contacting us, please use the same email address registered on your account, where possible, so we can verify your identity and protect your privacy.

Responsible gaming contact details

• E-mail - Responsible Gaming & Support: [email protected]
• E-mail - General information: [email protected]
• Telephone: Not currently specified in the available data. If a support number is introduced, it will be published on goldenreels-aussie.com and may be included in future updates of this page.

Feedback and self-control request form (description)

On goldenreels-aussie.com, you may have access to an online "Responsible Gaming Feedback / Request" form, typically located in the "Contact Us" or "Responsible Gaming" section. While the exact layout may change, such a form will generally allow you to:

• Request the setting, increase, or decrease of deposit limits, loss limits, or session limits;
• Ask for a Time-Out or self-exclusion for a specified period or permanently;
• Provide feedback on how our responsible gambling tools have worked for you;
• Report concerns about your own gambling or that of another user (subject to privacy and data protection limits);
• Ask questions about our policies, including how we handle data in connection with harm-minimisation.

Where an online form is not available or not accessible to you, you can make any of the above requests by emailing [email protected]. Our team will respond within a reasonable time, subject to workload and any applicable regulatory or technical constraints.

Disclaimer: Golden Reels operates under a Curacao licence via Pompano Industries B.V. (registration no. 156686) and may be subject to ACMA blocking orders in Australia. Nothing on this page constitutes legal, financial, or medical advice. For legal advice, consult a qualified lawyer in your jurisdiction; for diagnosis or treatment of gambling disorder or other health conditions, consult a registered health practitioner.