Play in Control at Betrolla
Gambling should stay what it is meant to be: a paid form of entertainment, not a way to make money or escape pressure. This page sets out every tool we give you to keep your play in control, how to step away when you need to, and where to find free, confidential help in the UK.
Our Commitment to You
We take your wellbeing seriously, and we build that commitment into the platform rather than leaving it to a policy page. Our systems monitor play patterns for indicators of distress, such as sharp increases in deposit frequency, repeated failed withdrawals followed by immediate redeposits, or extended sessions without breaks. When our team sees these signals, we reach out discreetly and point you towards the tools on this page.
Reality checks run in the background of every session. You choose the interval, from 30 minutes upward, and a message appears on screen showing how long you have been playing and your net result for the session. Our support team is available 24/7 via live chat and email, and any message marked as relating to gambling concerns is routed to a trained agent, not a general queue.
Warning Signs to Watch
Problem gambling rarely announces itself. It tends to arrive quietly, through habits that feel manageable at first. We ask you to read the list below honestly, not because any single item proves a problem, but because several together mean it is time to act.
- Chasing losses: returning straight after a losing session, or raising stakes, to win money back.
- Hiding your play: concealing deposits, sessions or balances from people close to you.
- Borrowing to gamble: using credit, loans, friends' money or household funds to keep playing.
- Playing beyond your set time: sessions regularly running hours past your intended stop.
- Mood changes around play: irritability, anxiety or restlessness when not gambling.
- Neglecting responsibilities: work, study, family or sleep pushed aside for sessions.
- Gambling to escape: playing to switch off stress, grief or low mood rather than for fun.
- Failed attempts to cut down: trying to stop or reduce and not managing it.
Tools You Can Set Today
Every tool below is available in your account under Settings, then Responsible Gaming, with no need to contact support. Limits take effect immediately; raising or removing a limit has a 24-hour cooling period so decisions are made calmly.
- Deposit limits: cap the amount you can deposit per day, week or month, activated under Responsible Gaming in your account settings.
- Loss limits: set a maximum net loss for a chosen period; once reached, betting stops until the period resets.
- Wagering limits: restrict the total value of bets you can place in a day, week or month.
- Session timeouts: take a short break from 24 hours to 30 days, after which your account reopens automatically.
- Reality checks: on-screen time and net-result reminders at intervals you choose, from 30 minutes upwards.
- Cooling-off periods: pause your account for a fixed term when you feel your play is slipping, reversible only after it expires.
- Self-exclusion: block access to your account for an extended or permanent period, described in full below.
Self-Exclusion Explained
Durations we support
You can self-exclude for 24 hours, 7 days, 30 days, 6 months or permanently. The 24-hour and 7-day options work as short breaks; the 30-day and 6-month options are full exclusions, and the permanent option cannot be reversed once confirmed.
When self-exclusion begins, your account is closed to logins and you will no longer receive marketing emails or offers from us. Any remaining balance stays yours: you can request a withdrawal of the full amount to a verified payment method, and our team processes it within the standard timeframes. Open bets already placed before the exclusion will settle normally, and winnings are paid to your balance for withdrawal.
To reactivate an account after a fixed-term exclusion expires, contact [email protected] from your registered email. We apply a 24-hour review before reopening, and during that review we will confirm with you whether reopening is genuinely what you want. Permanent self-exclusion is final; you can still log in solely to withdraw any balance.
| Duration | What happens | Reactivation |
|---|---|---|
| 24 hours | Short timeout, account locked, bets blocked | Automatic after 24 hours |
| 7 days | Short exclusion, marketing paused | Automatic after 7 days |
| 30 days | Full exclusion, balance withdrawable | Email request, 24-hour review |
| 6 months | Full exclusion, marketing removed | Email request, 24-hour review |
| Permanent | Account closed, balance withdrawable | Not reversible |
Keeping Under 18s Out
Gambling is strictly for players aged 18 or over. We verify age through our KYC process, which requires a government-issued ID, proof of address and payment method verification before your first withdrawal, and we reserve the right to request documents at any earlier point where doubt exists. Accounts identified as belonging to anyone under 18 are closed immediately, with deposits refunded.
If adults in your household share devices, we ask you to never leave your session logged in. Parental control software such as Net Nanny, Qustodio or GamBlock lets you block gambling sites and applications across shared computers, tablets and phones. Keeping your login details private is the simplest protection you can offer.
Free Help in the UK
You do not have to work through this alone, and asking for help carries no judgement from us or from the organisations below. Each service is free and confidential.
GAMSTOP deserves a separate mention: it is the free national self-exclusion register covering all UK-licensed gambling sites at once. Registering with GAMSTOP blocks you across every participating operator for your chosen period, which closes the gap of opening a new account elsewhere. We support and honour GAMSTOP registrations.
- National Gambling Helpline, run by GamCare: 0808 8020 133, open 24 hours a day, gamcare.org.uk.
- BeGambleAware: free information, self-assessment tools and a treatment finder, begambleaware.org.
- GAMSTOP: free UK-wide self-exclusion register, gamstop.co.uk.
- Gamblers Anonymous UK: peer-support meetings and a helpline, gamblersanonymous.org.uk.
Talk to Betrolla Support
Our live chat runs 24/7 and our support email is [email protected]. If your message concerns gambling worries, limits or self-exclusion, tell the agent in your first line and you will be transferred to a colleague trained in responsible gambling. You can also ask us to apply any limit or exclusion on your behalf if you would rather not navigate the settings yourself; we will confirm the details by email.
Whatever you decide, we would rather hear from you early than late. Setting a limit, taking a break or calling a helpline are all ordinary, sensible acts, and our team treats every such request with the same seriousness as any other part of your account.
Frequently Asked Questions
Can I reverse a self-exclusion at Betrolla Casino?
Short breaks of 24 hours and 7 days reopen automatically. Fixed exclusions of 30 days or 6 months require an email request to [email protected] and a 24-hour review. Permanent self-exclusion cannot be reversed.
What happens to my balance if I self-exclude?
Your balance remains yours. You can request a withdrawal of the full amount to a verified payment method, and open bets placed before the exclusion will settle normally.
Do deposit limits apply straight away?
Yes. Lowering a deposit, loss or wagering limit takes effect immediately. Raising or removing a limit carries a 24-hour cooling period so the decision is not made in the moment.
What is GAMSTOP and should I register?
GAMSTOP is the free UK-wide self-exclusion register that blocks you across all participating UK gambling operators at once, for 6 months, 1 year or 5 years. It is the strongest single step if you want to stop completely.