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Our Player Trust & Safety Controls describe the account controls we provide and the restrictions we apply after a control is confirmed. Use the live page and your signed-in account for the options currently available.
Choose the control that matches your goal
All responsible play controls are available under Player Trust & Safety Controls in your McLuck.com Customer Account menu and can be set without contacting Customer Support. Each control provides a different type and duration of restriction.
| Control | Purpose and account restrictions | Duration, changes and reactivation |
|---|---|---|
| Gold Coin Spend Limit | Limits Gold Coin package purchases. Login and gameplay are not restricted by this control. | Duration: Daily, weekly or monthly. Changes: Reducing a limit takes effect immediately. Increasing or removing a limit takes 24 hours to process. Reactivation: No reactivation step. |
| Session Limit | Limits daily gameplay time. Gameplay is restricted once the limit is reached. | Duration: 1, 3, 6, 9 or 12 hours; resets at local midnight. Changes: Reducing a limit takes effect immediately. Increasing or removing a limit takes 24 hours to process. Reactivation: Login is available again after the daily reset. |
| Time-Out | Provides a complete break from purchases and gameplay. Account details remain viewable, but purchases and gameplay are blocked. | Duration: 1 to 30 days. Changes: Cannot be cancelled before the selected period ends. Reactivation: Purchases and gameplay resume once the period ends. |
| Self-Exclusion | Provides a longer restriction on account access and activity. Login and all account activity are blocked. | Duration: 1 month to 1 year. Changes: Cannot be reversed before the selected period ends. Reactivation: After expiry, contact Support to request reactivation; a 24-hour waiting period then applies. |
How do I decide which responsible play control to use?
Choose the responsible play control based on the behaviour you want to manage. Use a Gold Coin Spend Limit to control how much you spend on Gold Coin packages, or a Session Limit to manage how much time you spend playing. Choose a Time-Out if you want a complete break from purchases and gameplay for up to 30 days, or Self-Exclusion if you need a longer break that also prevents you from logging in or using your account.
You do not need to wait until play becomes difficult to manage before setting a limit. A lower spend limit or shorter daily session can create a clear stopping point and help you stay within boundaries that work for you.
When should you consider Self-Exclusion?
Consider Self-Exclusion when access itself is making it difficult to stop playing, when a shorter-term control has not been enough, or when gameplay is affecting your finances, work, relationships or well-being. Self-Exclusion blocks login and all account activity for the selected period of 1 month to 1 year and cannot be reversed before that period ends. Our FAQ on self-exclusion and cooling-off periods explains how the available periods and restrictions compare.
If you cannot sign in to set up Self-Exclusion, contact Customer Support and clearly request player-safety help. If you want to stop playing without using Self-Exclusion, Support can arrange an account closure instead. If you or someone else is in immediate danger, contact local emergency services. McLuck Support cannot provide emergency or clinical care, and our responsible play information does not provide a medical diagnosis.
If your gaming behaviour is causing concern, we encourage you to seek support from a qualified medical professional or counsellor. Organisations such as Gaming Addicts Anonymous also provide peer support and further guidance.
When changes take effect
Do not rely on an increase or removal taking effect immediately: a 24-hour cooling-off period applies to increases and removals of spend and session limits. A Time-Out cannot be cancelled once set, and a Self-Exclusion cannot be reversed until the selected period ends.
How to set the control in your account
Use these steps to find and confirm the control you have chosen.
- Sign in to your existing McLuck account.
- Open your Customer Account menu and select Player Trust & Safety Controls.
- Choose the control you wish to apply: Spend Limit, Session Limit, Time-Out or Self-Exclusion.
- Read the effect, duration and change rule shown beside the control.
- Choose the amount, time or duration you need and confirm.
What happens after you set a responsible play control?
Once a responsible play control is set, it applies according to the type and duration selected. Spend Limits restrict Gold Coin purchases according to the applicable daily, weekly or monthly limit, while Session Limits restrict gameplay time. Time-Out and Self-Exclusion remain in place for the selected period and cannot be cancelled early.
Responsible play controls should not be circumvented. If McLuck promotions encourage you to return during a break from play, we recommend unfollowing McLuck.com on social media. Self-Exclusion applies per account, and you must not attempt to bypass an exclusion by creating another account or disguising your identity. Doing so may result in a permanent ban, and McLuck cannot be held responsible for Gold Coin purchases made through accounts created to evade an exclusion.
If a responsible play control does not apply as expected, stop the activity the control was intended to restrict and contact Customer Support. State “Player safety control” in your request and provide your registered email, the control type, the selected amount or duration, confirmation time, device and a screenshot where relevant.
Official information
This information is based on McLuck’s official resources, reviewed as of the date shown above. For the most up-to-date policies, account guidance and support options, please refer to the following pages:
Still need help?
Contact McLuck Support for help with your account.