Home Register Promotions How It Works Mobile Contact

Responsible gaming

Responsible Gaming

Although the main goal of our services is your enjoyment, we would also like you to understand that certain risks come with gambling. Gambling may affect your financial, physical or mental health, which can cause you to (partially) lose your enjoyment in gambling. 
Do you feel like you’ve got less enjoyment in gambling or spend more time or money on gambling than you would like to? We have several measures in place, which are explained below.

Because we understand that sometimes it can be hard to rein yourself in, Fruityreels offers you the option of setting limits. That way, you can be certain not to lose more than you intended. We also created a self exclusion option so that you can stop yourself from logging in for a period of time.


Limits

To prevent you from playing or spending more than you would like to, we have several limits you can set. 
 When you set a deposit limit, the amount you enter is the amount you can deposit within the period you’ve set (you can choose between 24 hours, 7 days or 30 days). For example: When you set a €50 limit for 7 days, you can deposit a maximum of €50 every 7 days.
When you set a loss limit, you cannot lose more than the amount you’ve filled in until the selected period ends (24 hours, 7 days, or 30 days). For example: When you set a €50 limit for 7 days, you can lose a maximum of €50 every 7 days. 
When you set a wager limit, you won’t be able to bet more than the amount you’ve filled in until the selected period ends (24 hours, 7 days or 30 days). For example: When you set a €50 limit for 7 days, you can bet a maximum of €50 every 7 days. 
 The session time limit allows you to play up to the number of minutes you’ve filled in. You can fill in any number you like between 5 and 1440 (which is one day) minutes. For example: When you fill in 5 minutes, you will be able to play for 5 minutes and you will be notified when the 5 minutes are over. The session time limit will be automatically reset once the selected period has ended.

Do you want to change or remove your limit before the limit is supposed to end? For all limits, there is a waiting period of 7 days before the limit will be changed. Changes that tighten your limit (for example, when you change your limit from €100 into €50) will be effective immediately.


Self exclusion

Do you need a break from gambling? In that case you can set a self-exclusion in your account, that allows you to take a time out from gambling for the period of time you’ve set. You can choose a self-exclusion for 24 hours, 7 days or 30 days. During this period, you will not be able to log in and play with your account, make deposits or request withdrawals.

Would you like a self-exclusion? Log in to your account and go to ‘service’. The tab ‘customer service’ will show you the options for setting a self-exclusion.

Do you prefer our Customer Support closing your account temporarily or permanently? Feel free to contact the Fruityreels Customer Support at any time.


Self-test

Are you concerned about the amount you are gambling or are you concerned about a friend or relative? The following questions may help you give you some guidance.

  • Do you stay away from work or study to gamble?
  • Do you gamble to escape from a boring or unhappy life?
  • If you run out of money when gambling, do you feel lost and in despair, and need to gamble again as soon as possible?
  • Do you gamble until your last penny is gone, even for the bus home or the cost of a cup of tea?
  • Have you ever lied to cover up the amount of money or time you have spent gambling?
  • Have others ever criticized your gambling?
  • Have you lied, stolen or borrowed just to get money to gamble or pay gambling debts?
  • Are you reluctant to spend 'gambling money' on anything else?
  • Have you lost interest in your family, friends or other pastimes?
  • After losing, do you feel you must try and win back your losses as soon as possible?
  • Do arguments, frustrations or disappointments make you want to gamble more?
  • Do you feel depressed or suicidal because of your gambling?

If you have answered 'yes' to any of these questions then please consider that there may be a problem with gambling.


Trained Counsellors

Would you like friendly, helpful advice from trained counsellors? Then consider contacting one of these organizations:

  • Gamblers Anonymous - a fellowship of men and women who have joined together to do something about their own gambling problem and help other compulsive gamblers do the same. There are regional fellowships around the world. The Gamblers Anonymous service site is at: www.gamblersanonymous.org.uk

  • Gambling Therapy – which provides support and counselling for anyone adversely affected by gambling. Members of the Gambling Therapy Team operates from locations both within the UK and internationally. Its site may be accessed at: www.gamblingtherapy.org

  • GamCare – a leading provider of information, advice, support and free counselling for the prevention and treatment of problem gambling. The site may be accessed at: www.gamcare.org.uk


Complaints

Our aim is to make your experience with us a great one and we want to make sure that all our customers are happy with the services that we offer. But we do understand that there may be unique occasions where we have not been able to meet your expectations. If you feel dissatisfied with the quality of our products or service, please contact us by phone or via chat/email. One of our Customer Support agents will contact you as soon as possible.

Chat: visit www.fruityreels.com
Email: complaints@fruityreels.com
Phone: +35 627 780 836

Not satisfied with the outcome?

Are you not satisfied with the outcome after talking about your issue with our Customer Support Team? We’re sorry to hear that, so then you may raise a formal complaint by writing to us on complaints@fruityreels.com. A formal complaint is only valid when it contains clear information regarding your identity, so please include the following:

  • Your Username
  • Your Name and Surname
  • A detailed explanation of the complaint
  • Details of any previous correspondence you have had with us


Of course, all Personal Data provided will follow the rules of the Privacy Policy.

Once we have received your complaint, we aim to acknowledge it within 24 hours.

Your complaint will be investigated internally, and we will do everything in our power to reply to you no later than 10 days from the date on which the complaint was received, provided that in certain cases we can extend this by a further 10 days at our discretion.

Still not satisfied with the outcome?

Are you still not satisfied by the final outcome of the investigation after completing the complaints process? Please send the matter to our Alternative Dispute Resolution Provider, eCogra.

Disputes with eCogra may be raised here: https://www.ecogra.org/srs/dispute.php

Please find the detailed procedure on how to raise a complaint with eCogra at: https://ecogra.org/ata/policies_procedures.php.