LeoVegas Casino Responsible Gambling Policy
LeoVegas implements a player-first approach to safer play, with clear limits, proactive monitoring and dedicated support channels for players in Poland and the EU. Core principles are protection of vulnerable players, prevention of underage play and rapid intervention when risky behaviour is detected. The operator maintains public policies aligned with EU data rules and Polish gaming law, notably the Act of 19 November 2009 and subsequent amendments that govern remote gambling and reporting obligations under the Ministry of Finance in Poland. Licences held by the operator include authorisations from recognised jurisdictions and independent technical assessments to verify fairness and random number generation. External audits by accredited testing houses and periodic compliance reviews are part of the oversight model.
Limits, controls and session management
Account controls are central to safer play at LeoVegas. Players can set a range of hard and soft boundaries to control spending and time. Risk teams combine self-set controls with behavioural signals to trigger outreach and limit resets. Limits apply to deposits, wagering, losses and session duration, with escalation paths for repeated breaches.
Below is an overview of typical limit types and practical examples for Polish players, including default minimums and recommended settings. The data reflects common industry practice and LeoVegas public disclosures on safer play tools.
| Control category | Typical player options | Example default or minimum | Reset policy and verification |
|---|---|---|---|
| Deposit controls | Daily, weekly, monthly caps | €100 per week (adjustable) | Immediate effect; can be increased after cooling off period with verification |
| Wagering caps | Single bet or cumulative stake caps | €50 per bet limit on slots/sports | Changes require 24–72 hours processing for safety |
| Loss limits | Session or period loss ceilings | €200 loss limit per week | Hard limit option irreversible for set period unless verified |
| Session duration | Auto-logout or reminder intervals | 60-minute default reminder | Players can extend once; repeated extensions prompt review |
| Reality checks | Pop-up frequency, total play time | Reminders every 30 mins | Configurable; persistent ignoring triggers account contact |
| Payment restrictions | Blocked methods, gambling blocks on cards | Card blocking via issuer or operator block | Withdrawal holds may apply while verification occurs |
Operators maintain the right to impose temporary limits where behaviour suggests elevated risk. All limits are displayed in the account area and can be modified subject to delay periods to prevent impulsive reversals.
Self-exclusion, verification and payment safety
Multiple options exist to pause or stop access. Temporary cool-off is immediate and designed for short breaks. Short-term self-exclusion typically spans one week to six months. Long-term self-exclusion ranges from six months to several years. Permanent closure procedures include identity verification and confirmation of withdrawal of remaining funds; accounts closed under permanent exclusion are retained in a shared exclusion register where applicable.
Age and identity checks follow strict procedures to prevent underage access. New accounts undergo electronic checks against public records and third-party verification services. Document upload is required for suspicious activity, high-value withdrawals or regulatory checks. Common documents include national ID, passport and proof of address. Payment controls include blocking specific deposit types, restricting high-risk methods and allowing prepaid or e-wallet limits. Transaction monitoring flags rapid deposits, multiple failed payments and cross-product risk.
Self-assessment, monitoring and support services
An online self-assessment tool allows players to answer structured questions that produce a risk score and personalised recommendations. Behavioural monitoring uses session patterns, deposit frequency and bet size changes to generate alerts for the responsible gambling team. Where indicators cross thresholds, tailored messages and mandatory cooling-off offers are provided.
Support is available 24/7 through multiple channels. Live chat provides immediate assistance, with email and phone lines for deeper cases. Specialist responsible gambling advisors handle complex situations and coordinate referrals to external services. Partnerships with clinical bodies and charities strengthen the referral network for Poland.
Key external contact options for players include local counselling groups and EU support services that offer confidential help. Operators also link to international resources for counselling, peer groups and emergency support.
Training, data protection and staff roles
Employees receive mandatory training on safer gambling, signs of problem play and escalation procedures. Staff training is updated per regulatory change and includes scenario drills for high-risk accounts. Compliance teams perform regular audits and maintain an incident log for escalations. Designated safer gambling champions act as internal points of contact and lead improvement initiatives.
Sensitive information handling is governed by GDPR. Data retention policies limit how long identity documents and behavioural records are stored, subject to legal obligations. User rights cover access requests, corrections and erasure where legally appropriate. Access controls, encryption and incident response plans protect player data.
Activation, measurement and future directions
Activating tools is straightforward on desktop and mobile. Desktop users find safer play controls in the account settings, where limits are adjusted and exclusion options selected. Mobile app flows replicate these functions with touch-optimised screens and visible reminders. Changing limits usually requires a waiting period; cancelling self-exclusion must be processed through security checks and cannot be reversed instantly for safety.
Effectiveness is measured by reduction in rapid deposit frequency, lower incidence of multiple failed payments and improved outcomes from self-assessment feedback. User satisfaction surveys and independent audits feed continuous improvement. Emerging innovations include early intervention driven by behavioural analytics and AI that can identify subtle risk patterns. Cross-operator exclusion initiatives at national level are evolving to create shared registers that prevent evasion.
Common questions from players cover where tools are located in account settings, how long exclusions last and how to contact support for urgent help. Troubleshooting and support requests route through live chat or the provided helpline channels, with escalation to responsible gambling specialists when required.
