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Responsible Gaming

Hero Gaming is committed to endorsing responsible gaming as a policy of our customer care as well as our social responsibility. We know that for a small number of customers, gambling can cause personal, social, and financial or health problems and we believe it is our responsibility to you, our customers, to ensure that you enjoy your wagering experience on our site, while remaining fully aware of the social and financial harms associated with gambling problems.

Hero Gaming takes its social responsibility very seriously. Our dedication towards Responsible Gambling is also reflected in our donation to GambleAware. This organization funds education, prevention, and treatment services along with commission research to broaden public understanding of gambling-related distress. The aim is to prevent any form of harm, to effect and ensure that those who do develop gambling related problems receive fast and effective treatment and support.

Maintaining Control

Gambling should be a fun pastime, and not a means to generate income. Whilst the majority of people are able to treat gambling as recreation and spend only what they can afford to risk, some cannot. In order to maintain control of your gambling habits we remind you to always consider the following:

  • Gambling should be done in moderation and undertaken as a form of leisure, not as a way of making money.
  • Avoid chasing your losses - there will always be another day.
  • Only gamble when you are in a position to cover potential losses.
  • Keep track of the amount of time you spend gambling and make sure to monitor the amount of money spent.

Should you need a break from gambling, you can either set different limits to your account, contact us via [email protected] or self-exclude completely. The self-exclusion is a good tool to use if you feel that you are losing control of your gambling habits.

If you need to talk to someone about any concerns you may have with your gambling habits, please contact one of the organizations under the ‘Gambling Counselling Organizations’ section further down on this page.

Self-test Questions

Below are a number of questions you can ask yourself. Depending on your answers, you can get a better overview of your gambling and if you are at risk of gambling addiction. We ask that you try to answer these questions as honestly as possible.

1. Have you ever neglected your job or school because of gambling?
2. Has gambling ever made your family life miserable?
3. Has gambling affected your reputation?
4. Have you ever felt a guilty conscience after playing?
5. Did you ever play to raise money for debt or to otherwise solve financial difficulties?
6. Has your efficiency or your ambitions been adversely affected by gambling?
7. After a loss, did you feel that you had to return as soon as possible to win back your losses?
8. Did you have a desire to return and win more?
9. Did you often play until the last cent?
10. Did you ever borrow to finance your gambling?
11. Have you ever sold anything to finance gambling?
12. Have you felt any reluctance to use "gambling money" for normal expenses?
13. Did gambling worry you about the well-being of you and your family?
14. Did you ever play longer than planned?
15. Have you ever played online to escape any concerns or problems?
16. Have you ever committed or contemplated committing crimes to fund gambling?
17. Has your gambling caused sleep problems?
18. Do quarrels, disappointments or frustrations make you want to gamble?
19. Have you ever wanted to celebrate success with a few hours of gambling?
20. Has gambling ever made you consider suicide?

If you have answered yes to at least seven questions, there is a great risk that you are at risk of gambling addiction. However, remember that the test does not involve any diagnosis. We offer tools to help you limit your gambling or if you want to completely shut down the gambling. More information about these tools can be found further down this page.

Responsible Gambling Tools

In order to assist our players in gambling responsibly, Hero Gaming offers players the possibility of applying Deposit Limits, Wagering Limits, Loss Limits and Reality Checks to your account. In order to set a limit, click here when you are logged on to your account. Within this section you have all the different types of Limits and Reality Checks presented.

The limits can be set over a 24-hour, 1 week or a 1-month timeframe, and will be applied to your account once you confirm the Limits you would like to implement. Furthermore, we offer a timeout feature that players can set up on the player’s account for one day, one week or one month. For a longer timeout period of six weeks players may contact us via [email protected]

All Limits can be amended at any time. A decrease in the deposit limit will take effect immediately, while an increase on the other hand will take place after the elapse of 24 hours.

If you require any further information or assistance regarding our functionality, please contact us via [email protected]

Standard Account Closure

Should you wish to take a break from gambling, for whatever the reason (except for in a situation of gambling problem where the self-exclusion option should be utilized), we offer you to close/freeze your account. To close your account, please contact us via [email protected] A standard account closure means that your account can be reopened upon request. To reopen your account please contact us via [email protected] In some instances, we may ask for which reason you wish to reopen your account before activating the account.

Self-exclusion

We provide a self-exclusion facility which can be activated by the player themselves by clicking here when you are logged on to your account, or by contacting [email protected] A self-exclusion means that your account will remain closed for 1 month, 3 months, 6 months or indefinitely.

Prior to confirming your self-exclusion request, you will be provided with information regarding the consequences of self-exclusion. Should you decide to self-exclude, we encourage you to consider extending your self-exclusion to other remote gambling operators where you have an active account. Any undetermined bets at the time of your self-exclusion will be settled in the normal way, according to the normal timescales and, if subsequently applicable, winnings will be paid out. Any self-exclusion cannot be undone during the agreed period of self-exclusion and your account will not be reactivated under any circumstances during the exclusion period.

To reopen your account after the self-exclusion has expired, a written request must be submitted to [email protected] after which we will help you return to the website with our standard procedure.

For additional information about how we treat self-exclusion, such as potential closure of other accounts on sites managed and operated by the license holder, please visit the Terms and Conditions section. As per our license obligations, if you state that you have gambling problems, you will automatically be excluded from other websites managed or operated by us. This will occur no later than 24 hours after your initial self-exclusion request has been received by us. During the period of self-exclusion, it will NOT be possible to reopen the account and any requests to do so will automatically be rejected. You will also be removed from all marketing material.

We also recommend installing software that allows you to block your internet access to gambling websites. Filtering Systems can be found in the last section of this page.

Betfilter - A software to block all gambling sites.

Filtering solutions allow parents to regulate access to the internet, based on chosen criteria. Parents can use filters to prevent their children from amongst other things accessing gambling websites. If you share your computer with friends or family who are under the legal age to register or bet, or have requested self-exclusion from gambling sites, please consider parental filtering solutions such as:

Net Nanny™

CyberPatrol

Underage Gambling

It is illegal for anyone under the age of 18 to open an account or to gamble on Hero Gaming, and we treat this responsibility very seriously. We carry out age verification checks on all customers where payment methods are available to persons under 18 years of age, and also make random age verification checks on customers.

Please note that anyone under the age of 18 using the site will have any winnings forfeited and risk being reported to the authorities.

Gambling Counselling Organizations

GambleAware offers assistance and helps to stop people getting into problems with their gambling habits. For more information, visit https://www.begambleaware.org/

Gamblers Anonymous is a fellowship of men and women who have joined together due to their own gambling problem-related issues and help other compulsive gamblers to do the same. There are regional groups around the world. The Gamblers Anonymous international service site can be found at, www.GamblersAnonymous.org/ga/

Gambling Therapy provides support and counselling for anyone adversely affected by gambling. Members of the Gambling Therapy Team operates from locations both within the UK and internationally. The site can be accessed at, www.GamblingTherapy.org

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