Responsible Gambling – our promise

We believe gambling should be a fun, exciting and enjoyable recreational activity.

However, we understand that sometimes things don’t go quite to plan and gambling can cause personal, social and financial problems for some people. With this in mind:

We promise to do all we reasonably can to provide you with a fair and safe gambling experience that helps you understand every aspect of responsible gambling, allows you to remain in control and shows you how to get help if you feel you need it.

Accordingly, we have provided a number of tools to help you stay in control and avoid spending more than you can afford. These are:

Deposit Limits
Reality Checks
Time Outs
Self-Exclusion
No underage players – 18+ ONLY
Help Organisations

Deposit Limits

KenoGO offers you the opportunity to set a limit on the amount you can deposit as part of our commitment to responsible gambling.

The Deposit Limit time period is set as real-time to the exact minute of activation to reset.
For example, if a daily deposit limit is set at 15:05 on Wednesday, the daily deposit limit will reset at 15:05 on Thursday.

You can change this limit at any time, and set a weekly or monthly deposit limit, by logging in to your KenoGO account and:

1. Click on your avatar in the top right-hand side of the screen (or 'Account' in the app)
2. Click on 'My Account'
3. Scroll down and find Deposit Limit
4. Click Edit to change the Deposit Limit

If you lower your deposit limit, it will come into effect immediately. However, should you increase your deposit limit, it will take effect after a 7-day ‘cooling-off’ period.

Reality Checks

To help you manage the amount of time and money you spend on our games at KenoGO, a Reality Check pop-up alert appears at regular intervals while you use our games.

The timer for a Reality Check is triggered when you start to play KenoGO. When you have played for an hour continuously, a Reality Check pop-up alert appears to remind you that you have been playing for that length of time and gives you the option of continuing to play or exiting.

Time Out

If you would like to take a break from your account, our Time Out facility allows you to request we suspend your account access for a period of your choosing; this period can be 24 hours, 1 week or 1 month.

To take a temporary Time Out from KenoGO, just go to My Account, click edit on 'Account and Responsible Gambling Status', select 'temporary suspension', choose how long you would like to suspend access to your account for and press 'submit'.

Self-Exclusion

If you are concerned that you are at risk of developing a gambling problem, or indeed feel that you currently have issues in managing your gambling, you may wish to consider self-exclusion.

Self-exclusion is a process where you ask us to prevent you accessing KenoGO products and services for a specified period of time. This period can last 6 months, 9 months, 1 year, 2 years, 5 years or permanently.

During this time, we will prevent you accessing your account and will remove you from our marketing databases. Please be aware that self-exclusion is an agreement between KenoGO and yourself; in return for our taking all reasonable steps to prevent you from gambling with us, you agree not to attempt to access our products and services in any way.

Your account will not be automatically reinstated after the self-exclusion period; you will have to contact our customer service to be able to use your account again.

To self-exclude, please follow these step-by-step instructions:

1. Click on your avatar in the top right-hand side of the screen (or 'Account' in the app)
2. Click on 'My Account'
3. Scroll down to “Responsible Gambling”
4. Click Edit to change your account status

No underage players – 18+ ONLY

It is an offence for anyone under the age of 18 to gamble and we take our responsibility to prevent underage gambling very seriously. In line with our legal, licensing and regulatory obligations to ensure all our players are 18 and over, we operate a strict policy on underage gambling and we carefully verify every new player at registration; we may ask for further documentary proof of age where necessary.

If you are under the age of 18 and found to be gambling at KenoGO, we will close your account immediately and any winnings will be forfeited.

Protecting minors

If you share your computer with minors, there are a number of third-party applications which you can use to restrict access to the internet. These include freeware applications such as Net Nanny™, Cyber Sitter™ and Parental Control Bar which prevent children from accessing adult-oriented websites, and GamBlock which specifically blocks gambling websites.

Help Organisations

Sometimes it can be hard to notice problem gambling. If you feel that you may have a problem with gambling you can get help from the national website Gambling Help Online or call the Helpline on 1800 858 858 for free professional counselling within Australia 24 hours a day, seven days a week. For more information about problem gambling including where to get help in your state or territory visit Gamble Aware.

Any questions?

Should you have any questions about any of the issues raised here you can contact us anytime via live chat or by sending us an email at support@KenoGO.com.au.

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