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Policy
RESPONSIBLE GAMBLING
1. Shuffle Responsible Gaming and Self-Exclusion Policy
This is the Responsible Gaming and Self-Exclusion Policy of Natural Nine B.V. (“Shuffle”, “we” or “us”), a Curaçao company which operates the online casino www.shuffle.com (the “Website”) under Curaçao licence no. OGL/2024/1337/0628.
2. Responsible gaming
We are committed to ensuring that the Website is operated in a safe and socially responsible way. We provide processes, tools and resources to enable customers to have a safe experience and enjoy betting as planned and budgeted entertainment, while protecting them from problem gambling issues. The purpose of this Policy is to describe the issues and risks posed by problem gambling and the steps we have taken to address them.
Please note that the Website is provided for entertainment and enjoyment only. You should not attempt to pursue gambling on Shuffle or elsewhere as a means to generate an income or recover debts, and you should only gamble with what you can afford to lose.
3. Problem gambling
Problem gambling is gambling to a degree that it has a negative impact on a person’s life. Warning signs for problem gambling include:
Spending more money and time on gambling than you can afford;
Finding it hard to stop your gambling;
Losing interest in your usual activities or hobbies;
Lying about your gambling or hiding it from other people;
Chasing losses or gambling to get out of financial trouble;
Borrowing money, selling possessions or not paying bills in order to fund your gambling;
Needing to gamble with larger amounts of money or for a longer time to get the same feeling of excitement;
Neglecting work, university, family, personal needs or household responsibilities because of gambling;
Feeling anxious, worried, guilty, depressed or irritable; and
Using alcohol excessively while gambling, to the extent that it impairs your judgement.
If you recognise any of the above warning signs, we strongly recommend that you consider adopting measures that may help, such as:
Self-excluding, or closing your account;
Setting responsible wager and/or loss limits; and
Seeking help and support from trusted independent organisations.
4. Self-excluding or closing your account
If you feel you are at risk of developing a gambling problem or believe you currently have a gambling problem, we strongly suggest you select the self-exclusion option that is available to all users.
Selecting this option prevents you from gambling on the website for a specified period of 1 day, 1 week, 1 month, 6 months or permanently. If you want to stop playing permanently, you should also consider closing your account.
5. How self-exclusion works
Self Exclusion can be applied to Casino, Sports or Casino and Sports combined. If you selected to self-exclude from Casino or Sports only, you will still be able to log in but will not be able to place bets for the gambling activity you selected (Casino or Sports). If you selected to self-exclude from both Casino and Sports, you will be unable to log in to your account. If you wish to withdraw any remaining balance, you may contact our Customer Support team for assistance and further information at [email protected].
During any period of self-exclusion, regardless of which option you selected, it will not be possible to re-enable your account for any reason, and we will also take steps to detect and close any new accounts you may try to open.
6. How to self-exclude
You can self-exclude your account by choosing Self-exclusion on your Shuffle Wise dashboard. Please contact our Customer Support team at [email protected] if you need assistance with making a self-exclusion request.
On the receipt of your self-exclusion request, you will be placed on a 24-hour cooldown, during which you will not be allowed to place bets for the gambling activity you chose to self-exclude from.
After the cooldown period, you will be notified by email to extend your self-exclusion period via your account settings dashboard. If you do not extend the self-exclusion period within 24 hours of receipt of the email, your account will be unrestricted.
If you choose self-exclusion, we will remove you from our marketing databases; however, we also suggest that you remove shuffle.com from your notifications and delete or uninstall all Shuffle apps, downloads and social media links.
7. Self-exclusion from other operators
Should you opt to self-exclude from the products and services available on the Website, we strongly recommend that you seek exclusion from all other gambling operators you have an account with. You can self-exclude by contacting other gambling operators directly. You could also consider installing software that blocks access to gambling websites.
8. Setting responsible wager and loss limits
To help you play responsibly, we provide the option for you to place limits on the amount of funds you can wager or lose within a chosen time period. The limits may be used simultaneously. If either of the limits are reached, we will prevent further gambling until the time period has elapsed. You can set daily, weekly or monthly limits. Note also that the loss limit is set with reference to net losses and so takes into account any bonuses or profits you may receive.
You can set wager and loss limits by choosing Gambling limits on your Shuffle Wise dashboard. Please contact our Customer Support team at [email protected] if you need assistance with setting a wager and/or loss limit.
9. Seeking help and support from trusted independent organisations
There are many organisations which provide free and confidential advice on problem gambling, including:
BeGambleAware (www.begambleaware.org), which is an independent non-profit charitable organisation that provides services for the prevention and treatment of gambling addiction;
Gordon Moody (www.gamblingtherapy.org), which provides advice, education, and support for those who intend to take control of their gambling;
The Responsible Gambling Council (https://responsiblegambling.org), which provides programmes for prevention and assistance in addressing gambling addiction; and
Gamtalk (www.gamtalk.org), which is a support community for people with a gambling problem.
Version 1.1
October 2024
