Responsible Gaming

At Casino Heroes on heroecas.com, responsible gaming means approaching casino entertainment consciously, safely, and in line with all applicable regulations. Gambling should remain a form of leisure, not a way to earn income or solve financial problems. We are committed to helping you stay in control, offering clear information, practical tools, and access to independent support so that you can enjoy our games safely and seek help promptly if gambling starts to create problems for you or those around you.

Risk Awareness

Problem gambling often develops gradually. By recognising early warning signs, you can take action before harm increases. Gambling-related harm can affect your finances, mental and physical health, relationships, work or study, and overall wellbeing. Our aim is to help you observe your own behaviour honestly and to reflect on whether it remains consistent with healthy entertainment.

Signs Of Potential Gambling Addiction

• Gambling more frequently, with higher stakes, or for longer periods than you originally planned.
• Thinking about the casino or the next bet when you are at work, studying, or with family and friends.
• Chasing losses by increasing your bets or returning quickly after a loss to "win it back".
• Spending money on gambling that was intended for bills, rent, food, or other essentials.
• Hiding or lying about gambling activity, deposits, or debts from family, friends, or colleagues.
• Borrowing money, selling possessions, using overdrafts or credit cards to continue gambling.
• Feeling irritable, anxious, or depressed when you cannot gamble or when you try to cut down.
• Allowing gambling to interfere with sleep, work performance, studies, or parenting duties.

Quick Self-Assessment Check

Read the following statements and answer honestly "Yes" or "No" to each:

• I spend more money or time on heroecas.com than I originally intend to.
• I have tried to cut down or stop gambling, but I find it difficult to do so.
• Gambling has caused arguments or tension with people close to me.
• I sometimes gamble with money that I know I cannot afford to lose.
• I feel guilty, ashamed, or stressed after I have been gambling.
• I use gambling to escape problems, loneliness, anxiety, or low mood.

If you answer "Yes" to several of these statements, you may be at risk of developing a gambling problem. We strongly encourage you to make use of the limits and self-exclusion tools available on Casino Heroes, and to contact professional support services if you feel your gambling is no longer fully under control.

Limits & Tools

To help you keep gambling within safe personal boundaries, Casino Heroes on heroecas.com provides a range of account-level tools. These tools are designed to align with responsible gaming standards applicable to UK players and to support you in setting clear limits before you start to play.

Deposit Limits (Daily, Weekly, Monthly)

1. Access your account settings: Log in to your account and go to the "My Account" or "Profile" area, then select the "Responsible Gaming" or "Limits" section.
2. Choose deposit limit type: You can usually set separate limits for daily, weekly, and monthly deposits. Select the period you wish to control (for example, per day or per calendar month).
3. Enter appropriate amounts: Reflect on your disposable income and other commitments. Enter realistic amounts that you can afford to lose safely, such as a daily limit of £20, a weekly limit of £50, or a monthly limit of £100. The exact figures should be tailored to your personal circumstances.
4. Confirm and save: Review the limits and confirm the changes. In line with best practice, requests to increase limits will usually take effect only after a cooling-off period, while requests to decrease limits will generally apply immediately.

Once set, deposit limits will automatically prevent you from depositing more than your chosen amounts during the specified period.

Time Limits & Session Controls

Managing time spent gambling is as important as managing money. Casino Heroes offers session controls to help you track and restrict your playing time.

• Session timers / reality checks: In your "Responsible Gaming" settings, you can enable on-screen reminders at set intervals (for example every 30, 60, or 120 minutes). These messages summarise how long you have been playing and may show net losses or wins, prompting you to take a break or log out.
• Time-based limits: Where available, you may set a maximum daily session length (for example 60 or 120 minutes). Once the limit is reached, you will be automatically logged out and prevented from playing again until the next day.

Time-Out (Short-Term Breaks)

If you feel you need a short pause from gambling, but do not wish to close your account for a long period, you can use the "Time-Out" function.

1. Log in and navigate to "My Account > Responsible Gaming > Time-Out" (wording may vary).
2. Select the duration of your break, for example 24 hours, 48 hours, or 72 hours. Longer options (such as 7 or 30 days) may also be available.
3. Confirm your choice. Once confirmed, you will be logged out and will not be able to deposit or place bets until the selected period has expired.

During a time-out, you may still be able to contact customer support and, where permitted, request withdrawals of any available real-money balance, but you will not be able to gamble. We encourage you to combine these tools with honest self-reflection about your gambling habits.

Self-Exclusion

Self-exclusion is a stronger measure designed for situations where you feel at significant risk of harm or you already experience gambling problems. It allows you to block access to your account on Casino Heroes for an extended period, in line with recognised responsible gaming standards applicable to UK players.

How To Request Self-Exclusion

1. Find the self-exclusion option: Log in to your account and go to "My Account > Responsible Gaming > Self-Exclusion" (names may vary slightly). If you cannot locate the option, contact our support team at [email protected] and request guidance.
2. Choose the exclusion period: Select a fixed period, typically starting from a minimum of 6 months and extending up to several years or lifetime exclusion. For severe or long-standing problems, we recommend choosing the longest period available.
3. Confirm your decision: Read the information presented on the self-exclusion page carefully, then confirm your request. You may be asked to acknowledge that you understand the consequences and that the exclusion cannot be removed before the chosen period ends.
4. Receive confirmation: Once processed, you will receive confirmation by e-mail to the address registered on your heroecas.com account.

Consequences Of Self-Exclusion

• Account access: You will not be able to log in, deposit funds, or place any bets or wagers on Casino Heroes during the exclusion period.
• Existing balances: Any remaining real-money balance will generally remain available for withdrawal. You may need to contact customer support to arrange withdrawal while your gaming access remains blocked.
• Bonuses and promotions: Any active bonuses, free spins, or promotional offers may be cancelled in accordance with the applicable terms and conditions on heroecas.com/en/terms-and-conditions/.
• Irreversibility during the period: For your protection, self-exclusion cannot normally be lifted before the end of the chosen term. After the period has expired, there may be additional checks before any reopening of your account is considered.

If you are considering self-exclusion, we strongly encourage you to seek support from independent organisations and to consider installing blocking software on your devices, as described below. Self-exclusion with Casino Heroes should be seen as part of a wider plan to protect your wellbeing.

Support Resources

Independent, confidential support is a critical part of responsible gaming. In addition to the tools available on Casino Heroes, we encourage you to use trusted national and international organisations that specialise in gambling-related harm. The services listed below are external to Hero Gaming Limited and provide free information, counselling, and support to players and affected families.

Local Support For UK Players

• National Gambling Helpline (GamCare): Call 0808 8020 133 (free from UK landlines and most mobiles) 24 hours a day, 7 days a week. Trained advisers provide confidential advice, emotional support, and signposting to local services.
• GamCare Online Services: Visit gamcare.org.uk for live chat, e-mail support, self-help tools, and the GamCare Forum, where you can share experiences anonymously with other players and affected others.
• BeGambleAware: Visit begambleaware.org for information, self-assessment tools, and links to treatment options. The site is funded by the gambling industry and focused on harm prevention in Great Britain.
• NHS Gambling Services: In England, you may access NHS gambling treatment services via your GP or by visiting the NHS website and searching for "NHS gambling support". Similar services may be available in Scotland, Wales, and Northern Ireland.
• Gordon Moody: Specialist charity providing residential treatment and online support for people with severe gambling addiction. See gordonmoody.org.uk for more information.

International Support Organisations

These organisations operate independently from Casino Heroes and Hero Gaming Limited. They offer confidential support and, where relevant, signposting to local treatment providers and peer-support groups worldwide.

National Self-Exclusion Schemes

• UK - GAMSTOP: British players can register with GAMSTOP, the free national online self-exclusion scheme, at gamstop.co.uk. Once registered, you will be prevented from using online gambling websites and apps run by companies participating in the scheme for the duration you choose.
• Spain - RGIAJ: Players in Spain can exclude themselves from all licensed operators via the national self-exclusion register "Registro General de Interdicciones de Acceso al Juego (RGIAJ)", operated by the Spanish gambling regulator.
• Other countries: Many jurisdictions operate similar national or regional exclusion registers. Check the website of your local gambling regulator for details of any available schemes in your country.

Blocking Software & Device Controls

• Gamban: A paid app that blocks access to most gambling websites and apps on your devices. See gamban.com for details.
• BetBlocker: A free, charitable project offering gambling website blocking for various devices. See betblocker.org.
• Other tools: You may also use parental control software, browser filters, and device-level restrictions to limit access to gambling content, especially on shared or family devices.

Family Support Resources

• GamCare for affected others: GamCare provides dedicated information and forum sections for partners, family members, and friends affected by someone else's gambling.
• GamAnon / Gamblers Anonymous family groups: Many Gamblers Anonymous (GA) fellowships run meetings and online groups for relatives and friends. Visit gamblersanonymous.org and search for family or GamAnon meetings.

Confidentiality & Professional Help: All professional and charitable support services referenced here are intended to operate confidentially and independently. Casino Heroes does not receive information about what you discuss with them. Seeking help is not a sign of weakness; it is a responsible step towards protecting yourself and those around you.

Help for Family

Gambling problems rarely affect only the person who plays; partners, children, parents, and friends can all be impacted. If you are concerned about someone who uses Casino Heroes or other gambling services, you are entitled to seek support and guidance for yourself as well as for them.

How To Talk To Someone About Their Gambling

• Choose an appropriate moment: Talk when both of you are calm, not during or immediately after gambling sessions, and when there is enough time for a proper discussion.
• Use non-judgmental language: Focus on how their gambling behaviour makes you feel ("I feel worried when...") rather than accusing or blaming ("You never...").
• Refer to specific examples: Explain concrete situations where gambling has affected finances, relationships, or responsibilities.
• Encourage, do not threaten: Emphasise that professional help is available and that you are prepared to support them in seeking it. Avoid ultimatums unless necessary to protect yourself or others.

Support Options For Families And Friends

• GamCare services: Family members and friends in the UK can call the National Gambling Helpline on 0808 8020 133 or use live chat via gamcare.org.uk. GamCare's online forum also includes dedicated areas for affected others to share experiences.
• Support groups and forums: Organisations such as Gamblers Anonymous and related family groups (often referred to as GamAnon) provide peer-support meetings and discussion forums for relatives and friends. Details are available at gamblersanonymous.org.
• Professional counselling: You may benefit from speaking to a counsellor, psychotherapist, or GP about the impact of a loved one's gambling. In the UK, the NHS can advise on mental health and addiction services.

Recommended Next Steps

1. Gather information about gambling addiction and available treatments from trusted sources (GamCare, BeGambleAware, NHS).
2. Encourage the person to use tools such as deposit limits, time-outs, or self-exclusion on Casino Heroes, and discuss registering with schemes like GAMSTOP where appropriate.
3. Look after your own wellbeing by attending support groups, seeking counselling, and setting clear boundaries about finances and other practical matters.

Family members do not have to manage the situation alone. External support can provide practical strategies and emotional resilience while respecting both your privacy and the privacy of the person who gambles.

Operator's Commitment

Casino Heroes is operated via heroecas.com by Hero Gaming Limited, a limited company registered in Malta (company number C 61794) with registered address at Level 0, Spinola Park, Triq Mikiel Ang Borg, St Julians, SPK 1000, Malta. Hero Gaming Limited holds a licence issued by the Malta Gaming Authority (MGA) under number MGA/CRP/253/2013. Our internal processes are designed to promote responsible gaming and comply with applicable legal and regulatory obligations for the markets in which we operate, including standards relevant to players in the UK.

Internal Risk-Check Procedures

• Behavioural monitoring: We may monitor gameplay patterns such as unusually long sessions, rapid repeated deposits, or frequent use of high-risk products. These indicators can signal an increased risk of gambling-related harm.
• Affordability and source-of-funds checks: In line with regulatory expectations, we may request additional information or documentation to assess whether your level of spending is affordable and legitimate.
• Reality checks and messaging: We use pop-up messages, reality checks, and responsible gaming information within the site to remind you to play within your means and to promote breaks.
• Self-exclusion and limit enforcement: Our systems are intended to enforce deposit limits, time-outs, and self-exclusion settings that you apply to your heroecas.com account.

When We May Contact You

Subject to applicable data protection and privacy laws, our responsible gaming and customer support teams may proactively contact you if we identify patterns suggesting potential harm, for example:

• Significant increases in deposit levels or frequency over a short period.
• Repeated attempts to deposit after payment refusals or limit blocks.
• Extended continuous play sessions without breaks.
• Expressions of distress or references to financial or personal problems in your communications with us.

Contact may be made via e-mail or on-site messaging. The purpose of such contact is to provide information about responsible gaming tools, offer support, and, where appropriate, apply temporary limits or restrictions in line with our policies and legal obligations. Our priority is to protect players and to operate Casino Heroes responsibly, even where this involves limiting or refusing service in individual cases.

Updates

This responsible gaming information is based on current policies of Hero Gaming Limited and on publicly available regulatory standards that apply to our operations, including those relevant to UK players. Because laws, regulations, and industry guidance can change, we reserve the right to update this page from time to time.

How You Will Be Informed Of Changes

• Website updates: The latest version of this page will always be available at heroecas.com/en/responsible-gaming/ or the equivalent responsible gaming section for Casino Heroes.
• E-mail notifications: For material changes that significantly affect your rights or the way responsible gaming tools operate, we may send notice to the e-mail address registered to your heroecas.com account.
• On-site messages or banners: Important updates may also be communicated through on-site notifications, pop-ups, or banners when you log in.

Last updated: 6 November 2025. This date indicates the most recent substantive review of the responsible gaming information on this page. It does not alter or replace any contractual terms set out in the general terms and conditions or in other legal documents available on heroecas.com.

Contact & Feedback

If you have questions about responsible gaming, wish to request support, or would like to provide feedback about your experience on Casino Heroes, you can contact us using the details below.

Responsible Gaming Contact Details

• E-mail: You can reach our Responsible Gaming Team via [email protected]. To help us respond quickly, please include "Responsible Gaming" in the subject line and, if applicable, your account username.
• Telephone: A dedicated responsible gaming telephone number is not currently published for Casino Heroes. For direct verbal support, we recommend using the UK National Gambling Helpline on 0808 8020 133, and contacting us by e-mail for account-specific matters.

For unresolved disputes relating to accounts operating under the MGA licence, you may also use the Malta Gaming Authority's player support channel at mga.org.mt/support/online-gaming-support/. This service is independent of Hero Gaming Limited.

Online Feedback & Support Request Form

Where available in your account interface, you may use the "Responsible Gaming - Contact & Feedback" form to request help or send comments. A typical form may ask you to provide:

• Your full name and account username.
• Your contact e-mail address.
• The type of request (information about tools, request to adjust limits, self-exclusion enquiry, feedback, or concern).
• A brief description of your situation and how we can assist you.

Name

Account username

E-mail

Request type
Help with limits or tools Self-exclusion request Information / advice General feedback
Message

Submit request

We will handle all responsible gaming enquiries sensitively and confidentially, in line with our privacy policy at heroecas.com/en/privacy-policy/. Please remember that while we provide tools and information, we do not offer medical, psychological, or financial advice, and we strongly encourage you to contact qualified professionals and independent support organisations whenever you feel that gambling may be causing harm.