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Responsible Gaming

Hero Gaming is committed to following responsible gaming as a policy for our customer care, as well as for our social responsibility. We know that for some people, gambling can cause personal, social, financial and / or health problems, and we therefore believe that it is our responsibility to ensure that you, our customer, can enjoy your gaming experience on our site, while you are fully aware of the social and financial damage associated with gambling problems.

 

Maintaining control

Gambling should only be a fun pastime and not a way to generate an income. Most people manage to treat gambling as a hobby where they only spend what they can afford to risk, but there are those who cannot. In order to maintain control of your gaming habits, please keep the following in mind:

  • Gambling should be conducted moderately and only as a pastime. It should not be a way to make money.
  • Avoid chasing your losses.
  • Only play when you are in a position where you can afford any losses.
  • Keep track of how much time you spend on your gambling, as well as how much money you spend.

If you need a break from your gambling, you can either set limits on your account, contact customer support via email: [email protected], or completely exclude yourself from your account.

Self-exclusion is a great tool to use if you feel that you are losing control of your gaming habits. If you are considering self-exclusion, then it may also be a good idea to register with GamStop.

GamStop is a tool that helps you exclude yourself from all gaming companies. For more information, and to register with GamStop, please visit their website here.

If you have concerns about your gaming habits and need to talk to someone, please contact one of the 'Gaming Advisory Organizations' at the bottom of the page.

 

Self-test

If you are worried that your gambling is having a negative impact on your or someone else's life, please take some time to do a self-test.

Below are several questions you can ask yourself. Depending on your answers, you can get a better overview of your gambling and if you are at risk of gambling addiction.

We ask that you try to answer these questions as honestly as possible:

  1. Have you ever neglected your job or school because of gambling?
  2. Has gambling ever made your family life miserable?
  3. Has gambling ever affected your reputation?
  4. Have you ever had a guilty conscience after gambling?
  5. Do you ever play to raise money to pay off a debt or to otherwise solve financial difficulties?
  6. Is your efficiency or your ambitions adversely affected by gambling?
  7. After a loss, do you feel that you had to return as soon as possible to win back your losses?
  8. Do you have a desire to return and win more?
  9. Do you often gamble until the last penny?
  10. Do you ever borrow money to finance your gambling?
  11. Have you ever sold anything to finance gambling?
  12. Have you felt any reluctance to use "gambling money" for normal expenses?
  13. Does gambling make you worry about the well-being of you and your family?
  14. Do you ever play longer than planned?
  15. Have you ever played online to escape any concerns or problems?
  16. Have you ever committed or contemplated committing crimes to fund gambling?
  17. Has gambling caused you sleep problems?
  18. Do quarrels, disappointments or frustrations make you want to gamble?
  19. Have you ever wanted to celebrate success with a few hours of gambling?
  20. Has gambling ever made you consider suicide?

 

If you have answered yes to at least seven of these questions, you might be at risk of a gambling addiction. However, remember that the test does not involve any diagnosis. We offer tools to help you limit your gambling or if you want to completely stop gambling. More information about these tools can be found further down this page.

If you know that gambling has a negative impact on you, or someone in your vicinity, it is extremely important to talk to someone help. Please contact one of the organizations under 'Game Advisory Organizations' immediately.

 

Responsible gaming tools

In order to comply with SGA’s requirements, all customers who play under the Swedish Gaming Act must set deposit limits before they can play. These limits can be changed at any time by clicking here when you are logged into your account.

The limits must be set to a 24-hour, 1 week, and 1-month timeframe and will be applied to your account once you have confirmed the limits.

The limits can be changed at any time. For players from Sweden, and / or those who play under the Swedish Gaming Act, a reduction of the limit will take effect immediately. While an increase will take place after 72 hours.

If you need more information or help regarding our functionality, please contact our customer support via email: [email protected] or via the chat at the bottom right of the page.

 

Standard account closure

If you wish to take a break from gambling for whatever reason (except for the reason of gambling problems when self-exclusion should be used), we suggest that you close / freeze your account. To close your account, please contact our customer support at: [email protected] or via the chat at the bottom right of the page.

A standard account closure means that your account can be reopened upon request. To reopen your account, contact customer support at: [email protected]. In some cases, we may ask for a reason why you would like to reopen your account before activating your account.

 

Self-exclusion

We offer a self-exclusion feature that can be activated by the player by clicking here when you are logged into your account or by contacting customer support via email: [email protected]. For players from Sweden, and those who play under the Swedish Games Act, self-exclusion means that your account will remain closed for a minimum period of 1 day.

Before you confirm your request for self-exclusion, you will be given information regarding the consequences of your self-exclusion. Should you decide on a self-exclusion, we urge you to extend your self-exclusion to SpelPaus.

Any open bets at the time of your self-exclusion will be terminated in a normal manner, as per normal times, and if later applied, winnings will be paid out. No self-exclusion can be undone during the agreed period and your account will not be reactivated under any circumstances during the self-exclusion period.

To reopen your account after the self-exclusion period has expired, a written request must be sent to customer support via email: [email protected] We will then help you return to the site using our standard procedure.

For more information on how we treat self-exclusion, such as closing other accounts on websites managed and operated by the licensee, please visit our Terms and Conditions page. According to our license obligations, you will automatically be excluded from other websites managed or operated by us. This will take place no later than 24 hours after your first request for self-exclusion has been issued by us.

During the self-exclusion period, it will NOT be possible to reopen the account and any requests will automatically be denied. You will also be removed from all marketing materials.

We also suggest that you install a program that allows you to block your Internet access to gaming sites.

Betfilter - a program that blocks all game pages.

Filtering solutions allow parents to regulate access to the Internet based on selected criteria. Parents can use filters to prevent their children from accessing, for example, gaming sites. If you share your computer with friends or family of legal age to register or play, or have requested self-exclusion from gaming sites, please consider parenting solutions such as:

Net Nanny ™

CyberPatrol

 

Underage gambling

It is illegal for anyone under 18 to play or open an account with Hero Gaming and we take this responsibility very seriously. We carry out age verification on all customers where payment methods are available to people under 18, as well as random age verification checks on our customers.

Please note that all persons under the age of 18 who use the site will have their profits cancelled and risk being reported to the authorities.

 

Game Consulting Organizations

GambleAware offers help in English and helps prevent people from getting into gambling problems. For more information, visit www.begambleaware.org

Gamblers Anonymous is a company of men and women who have joined forces because of their gaming-related problems and are now helping others with gambling problems do the same. Regional groups are found all over the world. Gamblers Anonymous' international service website is available at: www.gamblersanonymous.org/ga (English speaking).

Gambling Therapy provides support and advice in English to anyone who is adversely affected by gaming. The members of the Gambling Therapy team operate from locations both in the UK and internationally. You can find the site through this link: www.gamblingtherapy.org