Responsible Gaming Policy
1. Introduction
TwinWin Casino recognises the responsibilities associated with offering gambling services and is committed to the principles of responsible gaming. Our objective is to provide a safe environment where gambling remains entertainment and does not cause harm to individuals or communities.
2. Scope
This policy applies to all users of the TwinWin Casino platform and to all employees and contractors involved in player services, marketing, financial operations and support.
3. Age restriction
Participation in gambling on the TwinWin platform is permitted only for persons who have reached the legal gambling age in their jurisdiction (minimum 18 years).
During registration, users must provide truthful information; if underage gambling is suspected the account will be suspended until age is verified and, where necessary, closed with funds returned in accordance with applicable law.
4. Self-control tools
To protect players, TwinWin provides the following self-control mechanisms:
- deposit limits (daily/weekly/monthly);
- loss limits;
- session time limits and automatic reality checks;
- maximum bet limits;
- temporary or permanent self-exclusion.
Players may set these parameters themselves in their account or contact Support for assistance in establishing or changing limits.
Upon request, Support staff will assist in setting restrictions for a specified period, activating a cooling-off period, initiating self-exclusion for fixed durations (e.g. 24 hours, 7 days, 1 month, 3 months, 6 months) or applying a permanent account block. All such requests are handled promptly and access to gaming is restricted immediately upon confirmation.
5. Monitoring and intervention
TwinWin monitors player activity to detect indicators of potential problem gambling (frequent large losses, sudden staking increases, extended sessions, attempts to bypass limits, etc.).
Where concerning patterns are identified, security and support teams may contact the player, suggest self-control tools or strongly recommend a period of cessation.
If there is evidence of addiction or harmful behaviour management may take protective action, including temporary suspension, reduction of limits, or recommendation/activation of self-exclusion.
6. Self-exclusion procedure and reinstatement
Self-exclusion can be requested via the account settings or by contacting Support. The exclusion period is chosen by the player or follows default options (minimum 24 hours).
During self-exclusion the account is blocked for log-in and wagering; withdrawal requests are processed subject to completion of KYC.
To reinstate an account after expiration of the self-exclusion period, a player must request reactivation via Support and complete any required identity verification. In cases of permanent exclusion reactivation may be allowed only at the discretion of security and after completion of counselling/assessment.
7. Confidentiality and data use
Requests for restriction or self-exclusion are treated confidentially in accordance with TwinWin's Privacy Policy.
Data used for monitoring and interventions are stored and shared only as necessary to protect players and to meet regulatory obligations (AML, KYC, etc.).
8. Counselling and external support
Where signs of problem gambling are detected, players will be informed about risks and provided with referrals to specialised organisations and helplines (national and international support services and self-help groups).
TwinWin will provide, upon request, a list of organisations, contact details and links to support services.
9. Staff training and internal procedures
Support, security and financial staff receive regular training to identify indicators of problem gambling, to interact sensitively with players and to follow exclusion procedures.
Internal procedures define steps for handling requests, monitoring activity, investigations and escalation of high-risk cases.
10. Liability and limitations
TwinWin takes reasonable measures to protect players but is not fully liable for player behaviour outside the platform or for losses due to personal circumstances.
The Company does not engage in aggressive marketing aimed at vulnerable groups (minors, those with addiction signs).
11. Complaints and feedback
Players may submit complaints and requests related to responsible gaming via Support (live chat, email: support@twinwin.casino, account feedback form).
Requests are processed in order of receipt; priority is given to requests concerning self-exclusion and imminent risk.
12. Policy updates
TwinWin reserves the right to update this Responsible Gaming Policy periodically. Updates will be posted on the website and significant changes communicated to players (e-mail, account notifications).
