Responsible Gaming Policy

We aim to ensure that you have an enjoyable experience while playing with us. To ensure this, we want to make sure that you are fully prepared to also deal with losses. Gambling can become addictive and it is important to remain aware of any potential social and financial difficulties that may arise. Nonetheless, we want to make every experience with LuckyHills a positive one, no matter the outcome.

Identifying signs of problem gambling

Gambling can be a fun pastime for many people, but it can also become a problem for some. To make sure you always enjoy playing in a responsible and safe way, keep the following tips in mind when visiting our site:

Remember that gambling should be for entertainment, not a way to make money
Be mindful of your losses and try to avoid chasing them
Only gamble what you are comfortable with losing
Keep track of the time and amount you spend playing
If you need a break from gambling, you can take a break by temporarily suspending your account
If you feel that your gambling has become a problem, seek help from organizations that specialize in addressing gambling addiction

Assessing your gambling habits

Are you concerned that you may have a gambling problem? Consider taking a few moments to ask yourself the following questions:

Do you ever miss obligations such as work or school in order to gamble?
Do you ever gamble just to pass the time or relieve boredom?
Do you ever gamble alone for extended periods?
Have people around you ever expressed concern about your gambling?
Have you noticed a decrease in your interest in hobbies, family, or friends due to gambling?
Have you ever lied about the amount of time or money you have spent gambling?
Have you ever lied, stolen, or borrowed money in order to keep up with your gambling habits?
Are you hesitant to spend your ‘gambling money’ on anything else?
Do you often gamble until you have completely exhausted your funds?
Do you feel a sense of desperation after losing money gambling and an urge to win it back as soon as possible?
Do negative emotions such as stress, depression, or disappointment urge you to gamble?

If you answered ‘yes’ to several of these questions, you may be struggling with a gambling problem. We encourage you to reach out to any of the Gambling Counselling Organisations listed below for assistance and support.

We also encourage you to complete the internationally recognized CAGE Questionnaire (Adapted for Gambling):

C – Cut Down: Have you ever felt you should cut down on your gambling?
A – Annoyed: Have people annoyed you by criticizing your gambling habits?
G – Guilty: Have you ever felt guilty about your gambling?
E – Eye-opener: Have you ever had a morning “eye-opener” to steady your nerves or recover from gambling losses?

0 Yes Answers: Low risk.
1 Yes: Moderate risk.
2+ Yes: High risk – please consider our tools or seek help.

Accessing gambling support services

There are various organizations which provide counseling and support to people who are suffering from gambling addiction. You can easily find a reliable resource online. It is important to seek help and support if you feel that you are in a difficult situation. They provide confidential and non-judgmental support for anyone who feels they have a problem with gambling.

To find out more please click on the links below:

Gambling Therapy
Game Care
Gamblers Anonymous

We encourage you to seek help if you are experiencing any issues with gambling. Gamblers Anonymous, Game Care, and Gambling Therapy are great places to start.

About limits

Limits help you stay away from gambling for some time. You can set them on the amount of loss or deposit. To do that, just go to the Limits tab of your Profile and set them for a day, week, or month.

You can change your limits at any time. If you decrease them, the change will take effect right away. However, a cancellation or increase of the limit will happen within 24 hours after confirming your action on the LuckyHills website.

If you need any help with limits, contact support via [email protected]

Deposit limit: control the amount you deposit into your gaming account per day, week, or month. Once a deposit limit is reached, no further deposits can be made until the limit resets. This limit applies across all payment methods linked to your account, and attempts to bypass it through alternative methods or accounts are monitored and restricted. Please note only deposits with successful statuses are credited to your account after the limit is set.
Loss limit: control the amount you want to lose per day, week, or month. The limit depends on your losses and wins. We calculate it following this formula: Loss limit = Bets – Wins. The limit includes bets and winnings on both real and bonus money. Bets in casino and sports are also taken into account. Please note the loss is based on the initial sum of the limit and not winnings attributed to the deposit amount.

For example, you deposit 50 AUD , enter a loss limit of 10 AUD and then win 1 000 AUD . You can still lose more than 10 AUD of the 1 000 AUD balance. The reason is that the limit is based on the initial sum instead of the winnings.

No Credit Policy

LuckyHills strictly prohibits the provision of any form of credit to players for the purposes of gambling. All gameplay must be funded by the player’s own deposited funds. We do not offer loans, advances, or any similar financial support for wagering.

Self-Exclusion

Players may permanently stop gambling by requesting Self-Exclusion via Support (live chat or email at [email protected]).

Minimum duration is 1 year. Self-exclusion applies across all brands and platforms operated under the same license as LuckyHills. This means that once a player activates self-exclusion, access will be restricted across all associated websites and applications.

Your account will be fully closed and login access restricted. No marketing will be sent during the exclusion period. Reactivation is only possible after the exclusion ends and requires a formal written request.

Our system monitors for duplicate accounts and shared payment methods to prevent circumvention.

Keeping minors safe from gambling

At LuckyHills Casino, we take great care in protecting minors from accessing our online gambling services. All players must provide honest information about their age during registration, otherwise, any potential winnings will be forfeited and may even lead to civil or criminal prosecution. We will also black-list any accounts that have attempted to dishonestly misrepresent their age.

To further prevent minors from accessing online gaming websites, we recommend using third-party services such as Gamban to restrict yourself from using them, and Net Nanny to block minors from accessing them.

We would like to remind all players to log out when they’re not playing to ensure the best possible safety and security for everyone.

Behaviour Tracking

We monitor accounts to detect risky behaviour:

Deposit and wagering frequency – sudden unexplained increases in wagering or gaming session patterns.
Repeated failed transactions due to insufficient funds.
Reversing withdrawals – players cancelling withdrawal requests multiple times.
A pattern of Inexplicable extended play sessions.
Unreasonably increased communication with customer support – including requests for bonuses reflecting signs of agitation.
Frequent changes to Responsible Gaming tools – such as continuously setting or changing deposit.
Players maxing out a credit card.
Attempts to open multiple accounts to bypass deposit or loss limits.
If a pattern is identified, we may intervene with tools, limits, or account suspension.

In certain cases, LuckyHills reserves the right to exclude a player from gambling activities based on observed risky behaviour or indications of harm. This includes, but is not limited to, suspected gambling addiction, attempted fraud, or criminal activity. All such exclusions are formally documented and retained for regulatory review.

Withdrawal Policy and Responsible Gambling

Responsible Gaming measures must never be used as a reason to delay or restrict legitimate player withdrawals. All withdrawal requests will continue to be processed according to our standard timelines, regardless of any active responsible gambling tools or interventions.

Advertising and Marketing

Our advertising follows strict ethical guidelines:

No ads targeting minors or vulnerable persons
No suggestion that gambling solves personal or financial issues
All promotions include responsible gaming messaging
Marketing is disabled for excluded users

Internal Oversight and Staff Training

Our Responsible Gambling Officer oversees this policy and reports annually to senior management. Support and VIP staff are trained regularly to identify signs of gambling harm and assist affected players appropriately.

Strategies for smart gambling

Wondering what the secret to winning casino games is? Why do you sometimes come out on top and other times lose?

It turns out, the casino games we play were designed to be completely random. In other words, the outcome of each spin or round has no bearing on the one that comes before or after. This is because each game utilizes a random number generator to produce millions of numbers every second. Each of these has an equal likelihood of being either a win or a loss.

It may feel like you are never winning, but that’s because luck has no memory. There is also no way of influencing the outcome of a game with a random number generator.

A different story is when it comes to games that involve skill such as Sports Betting, Texas Hold’em, and Blackjack. Here, decisions you make on your own can affect the outcome of the game. However, there still exists a house advantage built into the rules which in most cases will still lead to an overall loss in the long run.

Understanding the risks of gaming

Speed
The risk of gaming is largely determined by speed – the shorter the time between each action and its result, the higher the risk.

Sound and design
Games are designed to captivate the player through sound effects and visual elements. This may result in addictive behavior, and thus is an essential risk factor.

Increasing stakes
Players may be tempted to increase their bet stakes in exchange for greater excitement and the potential to win more. This can lead to a loss of control.

The chance to win
When a player wins, they experience a sense of reward. Multiple small wins together may create a false impression of improved chances, which can further increase the risk of addiction.

Continuous gaming
Continuous gaming for extended periods of time can strain one’s willpower and increase the risk of exceeding the planned budget. We offer a range of award-winning tools to help you monitor the time and money spent on gaming.

Providers