Responsible gaming, our promise to you
Pokies and live tables are meant to be fun, full stop. We built Woo Casino with safeguards you control, and if play ever stops feeling like entertainment, this page shows you exactly where the brakes are and who else can help.
How we look after your wellbeing
What we do proactively
We monitor play patterns across our platform and flag behaviour that looks like distress rather than entertainment, such as sudden deposit spikes or long sessions at unusual hours. When our systems raise a flag, a trained member of our team reaches out privately, never to lecture, only to check in and point you to the tools below.
- Automated behaviour monitoring for risky patterns
- Reality-check reminders you can switch on in your profile
- A dedicated responsible-gaming section in your account settings
- Staff trained to handle wellbeing conversations with discretion
- Free links to independent Australian counselling services
Warning signs worth knowing
Problem play rarely announces itself. These signs come from the criteria Australian counsellors use, and noticing even one in yourself or a mate is reason enough to pause and talk to someone.
- Chasing losses with bigger or repeated deposits
- Hiding your play from family, friends or a partner
- Borrowing money, selling things or using bill money to gamble
- Feeling restless, irritable or guilty when you try to stop
- Gambling to escape stress, sadness or boredom rather than for fun
- Chasing the near-miss feeling for longer than you planned
- Neglecting work, study or relationships because of gambling
- Lying about time or money spent on the site
Tools you control right now
Where to find them
Every tool below lives in your account under Profile, then Responsible Gaming. Each takes under a minute to set, and all of them apply instantly.
| Tool | What it does | Where to activate |
|---|---|---|
| Deposit limits | Caps how much you can deposit per day, week or month | Profile > Responsible Gaming |
| Loss limits | Caps the amount you can lose in a set period | Profile > Responsible Gaming |
| Wagering limits | Caps total bets placed, win or lose | Profile > Responsible Gaming |
| Session timeout | Logs you out automatically after a set time | Profile > Responsible Gaming |
| Reality checks | On-screen reminders of time played and net result | Profile > Responsible Gaming |
| Cooling-off period | Freezes your account for a short break, 24 hours to 6 weeks | Profile > Responsible Gaming |
| Self-exclusion | Blocks your account for months or permanently | Profile > Responsible Gaming or support team |
A note on lowering limits
Lowering any limit takes effect immediately. Raising or removing one has a built-in waiting period, because that delay is often exactly what stands between an impulse and a decision you are comfortable with tomorrow.
Self exclusion, step by step
Durations we support
You choose the length: 24 hours, 7 days, 30 days, 6 months, or permanent. Nothing about the process is punitive, and you can request it yourself in your profile or ask our support team to set it up on your behalf.
What happens to your money
Any balance in your account stays yours. During a fixed-term exclusion we hold it securely, and you can request a withdrawal of the remaining balance at any time by contacting [email protected]. Open bets already placed are settled normally and the winnings go to your balance. We also cancel active bonuses and forfeit any unredeemed comp points tied to promotions, which is standard practice and prevents excluded accounts from being lured back with offers.
Coming back afterwards
When a fixed-term exclusion ends, your account reopens automatically and your previous limits stay in place. For a permanent exclusion, the decision is final and we cannot reverse it, even on request, though you may register fresh documentation checks only if you complete our full review process with a responsible-gaming officer. During any exclusion we close marketing emails to you and block new accounts opened with the same details.
Keeping gambling away from kids
Our verification policy
You must be at least 18 years old to hold an account with us. We verify your age at registration and again through KYC checks, requiring ID, proof of address and payment method verification before your first withdrawal. Accounts with mismatched or borrowed identification are closed and balances returned only to the verified owner of the funds.
Tools for parents and carers
If youngsters have access to your devices, filtering software stops them reaching gambling sites even by accident. It is free and takes minutes to install.
- Net Nanny (netnanny.com) blocks gambling content across devices
- Qustodio (qustodio.com) adds time limits and category filters
- CyberPatrol and similar filters cover gambling site categories
- Keep your login details private and never save them on shared devices
- Never gamble with children watching, as early exposure normalises it
Free help across Australia
Sometimes the best support is a conversation with someone outside the game entirely. These Australian services are free, confidential and open to you and to family members affected by someone else's gambling.
- Gambling Help Online, 1800 858 858, gamblinghelponline.org.au, 24/7 telephone and web counselling
- Lifeline, 13 11 14, lifeline.org.au, 24/7 crisis support if gambling is affecting your mental health
- Relationships Australia, 1300 364 277, relationships.org.au, counselling for families affected by gambling
- Gamblers Anonymous Australia, gamblersanonymous.com.au, free peer-support meetings in every state and territory
Talk to our support team
Our live chat runs 24/7 and every agent can adjust your limits, start a cooling-off period or begin self-exclusion on the spot, no questions asked and no sales pitch attached. For anything needing a paper trail, email [email protected] with the subject line Responsible Gaming and a dedicated officer replies within 24 hours. If you ask us to close your account for gambling reasons, we will do it the same day and we will not try to talk you out of it.
Frequently Asked Questions
How quickly does a deposit limit take effect?
Immediately. Lower it any time in Profile > Responsible Gaming, and the new cap applies from that moment. Raising a limit has a 24-hour cooling period before it applies.
Can I withdraw my balance while self-excluded?
Yes. Email [email protected] and we will process the withdrawal of your remaining balance. Your exclusion stays in place regardless.
Is self-exclusion reversible?
Fixed terms of 24 hours, 7 days, 30 days and 6 months end automatically. Permanent self-exclusion cannot be reversed.
Does Woo Casino verify my age?
Yes. We check your age at sign-up and run full KYC verification, including ID and proof of address, before your first withdrawal. You must be 18 or older.
Who can I call for free support in Australia?
Gambling Help Online on 1800 858 858, any hour of the day, or Lifeline on 13 11 14 if you need urgent emotional support. Both are free and confidential.