Responsible Gaming

Responsible gaming at Casino Metropol (operated via metropolca.com) means treating casino entertainment as a leisure activity, not a source of income or a way to solve financial difficulties. Gambling always involves risk, and there is no guarantee of winning. The purpose of this page is to help you make informed, conscious decisions about when, how and how much to play, and to recognise early warning signs of harm.

Realm Entertainment Limited, the operator of Casino Metropol, provides a range of tools, information and support channels designed to help you stay in control. If you ever feel that gambling is no longer fun, or that you are losing control, we strongly encourage you to use these tools, limit or stop your play, and seek professional assistance. Our team will treat all responsible gaming requests with respect, confidentiality and seriousness.

Gambling services on metropolca.com are not licensed by the UK Gambling Commission. UK visitors should be aware that they do not benefit from UK-specific regulatory protections or UK-based alternative dispute resolution. This page is provided for information and harm-minimisation purposes only. You must be at least 18 years old and ensure that online gambling is legal in your jurisdiction before playing.

Risk Awareness

Gambling can be enjoyable when it is occasional, affordable and balanced with other areas of life. However, it can also become problematic and lead to financial, emotional and social harm. Understanding the early warning signs of gambling-related problems is a key step in protecting yourself and those around you.

Possible indicators of risky or problematic gambling behaviour include:

Gambling more frequently or for longer sessions than you originally planned.
Thinking about the casino or the next bet even when you are not playing.
Chasing losses by increasing stake sizes or returning quickly after losing.
Spending money on gambling that was intended for bills, rent, food or other essentials.
Hiding or lying about gambling activity to family, friends or colleagues.
Feeling irritation, restlessness or anxiety when you try to cut down or stop.
Using gambling to escape from stress, loneliness, depression or other problems.
Borrowing money, selling possessions or using credit to continue gambling.

If you recognise these signs, we strongly recommend that you take immediate steps to reduce or stop your gambling and seek professional support.

Self-Assessment Questions

The following short self-check can help you reflect on your gambling behaviour. Answer honestly with "Yes" or "No":

Do you gamble with money that you cannot comfortably afford to lose?
Have you ever tried to win back money you have lost by returning to gamble as soon as possible?
Have you lied to people important to you about how much or how often you gamble?
Do you feel restless, irritable or upset when you try to cut down or stop gambling?
Do you gamble to escape from personal problems, worries or negative moods?
Has your gambling caused you financial difficulties, relationship issues or work/study problems?

If you answer "Yes" to one or more of these questions, we encourage you to set strict limits, consider a Time-Out or self-exclusion and contact a professional support organisation listed below.

Limits & Tools

Casino Metropol at metropolca.com offers several tools to help you stay in control of your gambling. These tools are provided in line with our obligations under the Malta Gaming Authority (MGA) licence (MGA/B2C/196/2010) and our commitment to responsible gaming best practice. You can manage them at any time from your account area, subject to technical availability.

Deposit Limits (Daily, Weekly, Monthly)

Setting deposit limits is one of the most effective ways to control your spending. To configure or adjust your limits:

Log in to your account on metropolca.com.
Go to "My Account" (or the equivalent menu) and select "Responsible Gaming" or "Limits".
Choose the type of deposit limit you want to set: Daily, Weekly or Monthly.
Enter the maximum amount (in your account currency) that you are prepared to deposit within the selected period. For example:
- Daily limit: 20 GBP
- Weekly limit: 50 GBP
- Monthly limit: 150 GBP
Confirm your selection and save the changes.

Limits are intended to reduce risk, not to encourage you to deposit up to the maximum. You should choose conservative amounts that reflect what you can comfortably afford to lose. Attempts to increase limits may be subject to cooling-off periods and additional checks. Decreases usually take effect immediately, while increases may require a waiting period and explicit confirmation.

Time Limits and Session Control

In addition to financial limits, we encourage you to monitor the time you spend gambling. Where available in your account, you can use:

Session timers / reality checks: Pop-up reminders that appear after a chosen period (for example every 30, 60 or 120 minutes) showing how long you have been playing and how much you have won or lost, giving you the opportunity to log out.
Session time limits: A maximum length for each continuous session. When the time limit is reached, you will be automatically logged out and prompted to take a break.

To configure these features, go to "My Account" > "Responsible Gaming" (or similar) and follow the on-screen instructions to select your preferred reminder intervals and maximum session durations.

Short-Term Breaks ("Time-Out")

If you feel the need to step away from gambling temporarily, you can request a short-term break, often referred to as a "Time-Out". This is intended as a cooling-off measure for situations where you feel under stress or want to reassess your gambling.

Log in and visit "My Account" > "Responsible Gaming" > "Time-Out" (or an equivalent section).
Select the desired duration, typically between 24 hours and 72 hours (or any other available pre-set periods).
Confirm that you understand you will not be able to place bets or play during the chosen period.

During a Time-Out you will not be able to deposit or gamble. In some cases, access to your account and marketing communications may be limited. Once the Time-Out period ends, your account will usually reopen automatically, but we recommend reviewing your situation carefully before returning to play. If a short break is not sufficient, please consider self-exclusion.

Self-Exclusion

Self-exclusion is a stronger measure intended for players who feel they are at risk of, or are already experiencing, gambling-related harm. When you self-exclude, your access to gambling services on metropolca.com is blocked for a chosen period, and this cannot normally be reversed until the period has expired. Self-exclusion is more effective when combined with external support and blocking tools.

How to Request Self-Exclusion

Log in to your account (if you are still able to do so safely).
Navigate to "My Account" > "Responsible Gaming" > "Self-Exclusion" (or a similarly named section), or contact customer support via live chat or contact form and clearly request self-exclusion.
Choose the desired self-exclusion period from the available options, which may range from 6 months to permanent / lifetime exclusion.
Carefully read the information describing the consequences of self-exclusion, including restrictions on access, marketing and reactivation.
Confirm your decision, acknowledging that you understand self-exclusion is intended to protect you from further gambling.

In some cases, we may ask additional security questions to verify your identity before processing the request. This is to ensure that self-exclusion is applied correctly and to the right account.

Consequences of Self-Exclusion

Account access: You will not be able to log in, deposit or place bets on metropolca.com for the duration of the self-exclusion period. Attempts to create new accounts with the same details may be blocked.
Marketing communications: We will take reasonable steps to stop promotional communications to your registered contact details. You may still receive essential regulatory or account-related messages where required by law.
Balances and withdrawals: Subject to our Terms & Conditions and applicable law, any remaining real-money balance may be made available for withdrawal, but you will not be able to use it for further gambling. Bonuses or promotional funds may be handled in accordance with the applicable bonus rules.
Lifetime exclusions: If you choose a lifetime or permanent self-exclusion, reopening your account is generally not permitted. Any reconsideration of such a decision, if allowed at all, would be subject to strict review and cooling-off periods.

Please note that self-exclusion on metropolca.com applies only to products operated by Realm Entertainment Limited on this website. It does not automatically apply to other online gambling services, including those operated by other companies within the Betsson group or by third parties.

Important for UK visitors: Casino Metropol is not licensed by the UK Gambling Commission and is not part of the UK GamStop self-exclusion scheme. GamStop covers UK-licensed operators only. If you are resident in Great Britain and wish to self-exclude from UK-licensed operators, you should register directly with GamStop in addition to any tools you activate on metropolca.com.

Support Resources

If you are concerned about your gambling, or about someone close to you, we strongly recommend that you seek support from independent, professional organisations. The services listed below are separate from Casino Metropol and provide confidential advice, counselling and treatment. Many of them are free of charge, especially for UK residents.

Local Support for the UK

National Gambling Helpline (GamCare): Call 0808 8020 133 (UK only, freephone, 24/7). Trained advisers can provide confidential information, emotional support and referrals to local services. Live chat is also available via the GamCare website in English.
National Gambling Treatment Service (UK): A network of NHS and third-sector providers offering structured treatment for gambling-related harm. Access is usually via GamCare or your GP.
NHS support: Speak to your GP or visit NHS resources on gambling for guidance and referral options.
Crisis support: If you are in emotional distress or thinking about self-harm, contact emergency services or a crisis helpline such as Samaritans (116 123 in the UK) immediately.

International Support Organisations

🏢 Organization	📞 Contact	🌐 Website	⏰ Hours	🗣️ Languages
GamCare (UK)	+44 0808 8020 133	gamcare.org.uk	24/7	English
Gambling Therapy	Online chat	gamblingtherapy.org	24/7	Multilingual
Gamblers Anonymous	Local meetings	gamblersanonymous.org	Varies	Multiple

Self-Exclusion Schemes by Country

United Kingdom - GamStop: A free, multi-operator self-exclusion scheme for online gambling sites licensed by the UK Gambling Commission. Registering with GamStop prevents you from using participating UK-licensed operators for a chosen period. Note that Casino Metropol on metropolca.com is not UK-licensed and is not covered by GamStop.
Spain - RGIAJ (Registro General de Interdicciones de Acceso al Juego): A national self-exclusion registry managed by the Spanish regulator. Spanish residents can request to be barred from licensed gambling operators in Spain.
Other countries: Many jurisdictions operate their own national self-exclusion registers or blocking systems. Please check with your local gambling regulator or responsible gambling organisation for available schemes in your country.

Blocking Software and Device Controls

Gamban: Software that blocks access to gambling websites and apps across multiple devices. Useful as an additional barrier alongside self-exclusion.
BetBlocker: Free blocking software that allows you to restrict access to thousands of gambling sites for a period of your choice.
Parental controls and device settings: Many devices and internet providers offer content filters that can restrict access to gambling content, especially important where minors may have shared access.

Family and Friends Support

GamCare forums and groups: Online forums and group chat sessions for affected others, providing a safe space to share experiences and receive peer support.
Gamblers Anonymous (GA) and GamAnon: Peer support groups with meetings in many countries, including dedicated support for families and friends (GamAnon).

All support contacts you use are confidential and independent of Casino Metropol. Seeking help is a sign of strength, not weakness, and early intervention significantly improves outcomes.

Help for Family

Gambling-related problems often affect not only the person who gambles, but also their family, partners, friends and colleagues. If you are worried about someone's gambling, it is important to protect your own well-being while encouraging them to seek help. You are not responsible for their behaviour, but you can offer constructive support.

How to Talk to Someone About Their Gambling

Choose a calm, private moment when neither of you is under the influence of alcohol, drugs or immediate stress.
Use "I" statements (for example, "I feel worried about how much you are gambling") rather than blame ("You are ruining everything"). This reduces defensiveness.
Focus on specific behaviours and consequences (missed bills, secrecy, mood changes) rather than on gambling in general.
Listen actively and allow the person to express their feelings. Avoid arguing about individual wins or losses.
Encourage them to use the tools on metropolca.com (limits, Time-Out, self-exclusion) and to contact professional organisations such as GamCare or Gambling Therapy.

Support Resources for Family Members

GamCare forums: Online discussion spaces where affected others can share experiences and coping strategies. See the community sections on gamcare.org.uk.
Gambling Therapy - family and friends support: Online groups and forums specifically for those impacted by someone else's gambling, available via gamblingtherapy.org.
GamAnon (Families & Friends of Problem Gamblers): A fellowship offering meetings and support materials for relatives and friends of people with gambling problems. Information is available at gamblersanonymous.org and related regional sites.

Recommended Next Steps

Consider speaking with a mental health professional, such as a psychologist, psychotherapist or counsellor, who has experience in addiction issues.
If you feel unsafe, threatened or financially exploited, seek immediate assistance from local support services, legal advisers or law enforcement where appropriate.
Set clear boundaries regarding money and shared finances. It may be advisable to separate bank accounts or restrict access to joint funds.
Look after your own emotional well-being by engaging in supportive communities, self-care and, where needed, individual therapy.

Operator's Commitment

Casino Metropol on metropolca.com is operated by Realm Entertainment Limited, a Maltese company (registration number C51126) with its registered address at Betsson Experience Centre, Ta' Xbiex Seafront, Ta' Xbiex, XBX 1027, Malta. Realm Entertainment Limited holds an online gaming licence (MGA/B2C/196/2010) issued by the Malta Gaming Authority (MGA). Although the casino is not licensed by the UK Gambling Commission, we follow robust internal procedures to promote responsible gaming and reduce the risk of harm.

Internal Monitoring and Risk Checks

Behavioural analysis: We may monitor account activity for patterns associated with potential gambling-related harm, such as rapidly increasing deposits, frequent failed deposit attempts, long continuous playing sessions, repeated self-cancellations of withdrawals or repeated use of bonuses without breaks.
Automated alerts: Our systems can generate alerts where pre-defined risk indicators are met or exceeded. These alerts may trigger additional reviews, temporary restrictions or prompts for the player to consider limits or a break.
Manual reviews: Responsible gaming specialists may review flagged accounts in more detail, taking into account overall behaviour, communications and previous responsible gaming interactions.

Proactive Contact and Interventions

Based on internal assessments, we may, at our discretion and within applicable legal frameworks, take one or more of the following steps:

Send informational messages or on-site notifications encouraging you to review your gambling, set or lower limits, or take a break.
Contact you via email or on-site messaging to discuss your gambling behaviour, offer support resources, and remind you of self-exclusion options.
Apply or adjust account restrictions, such as deposit limits, betting limits or temporary suspensions, where we believe this is necessary to protect you or to comply with our regulatory obligations.
Request additional information or documentation to better understand your financial situation and ensure that your gambling remains affordable and sustainable.

These measures are intended to reduce harm but cannot guarantee that gambling problems will not occur. You remain primarily responsible for managing your own gambling behaviour. We strongly encourage you to use the tools we provide, to seek independent advice and to act promptly if you notice signs of loss of control.

Updates

Responsible gaming standards and regulatory requirements evolve over time. Casino Metropol, operated through metropolca.com, may update this responsible gaming information to reflect changes in applicable laws, MGA guidance, industry best practices or internal procedures.

Notification methods: Where material changes are made, we may inform you through one or more of the following:
- Notices or banners on the website, including within the responsible gaming section or at login.
- Updated references in our general Terms & Conditions or other policy documents.
- Direct communications, such as email or secure account messages, where appropriate.
Checking for updates: We recommend that you review this page regularly, especially before making significant changes to your gambling activity, to ensure you understand the current tools and policies.

Nothing on this page alters or replaces the legally binding Terms & Conditions and rules applicable to your use of metropolca.com. In case of inconsistency, those Terms & Conditions prevail to the extent permitted by law.

Last updated: 6 November 2025.

Contact & Feedback

If you have questions about responsible gaming, need help applying any of the tools described on this page, or wish to provide feedback, you are encouraged to contact us. While no specific phone number or email address has been designated in the source data as of 2025, our support team can route your request to the responsible gaming specialists.

Responsible Gaming Contact Channels

On-site support: Use the live chat function (where available) or the general contact form on metropolca.com and clearly state that your query concerns "Responsible Gaming" or "Safer Gambling".
Email: If an email address is provided within your account or on the contact page for support matters, you may use it to request assistance with limits, Time-Out or self-exclusion. Please include your username, but do not share your password.
Phone: If a support phone number is made available on metropolca.com, you may call and explicitly request to speak with someone about responsible gaming. Where direct telephone support is not available, please use live chat or the contact form to request a call-back if offered.

In addition, you may contact the Malta Gaming Authority if you wish to raise a complaint relating to the licensed activities of Realm Entertainment Limited:

Regulator support: See the MGA player support channel at https://mga.org.mt/support/.
Licence verification: You can consult the MGA public registry at https://mga.org.mt/registry/ for information about licence number MGA/B2C/196/2010 (Realm Entertainment Limited).

Responsible Gaming Feedback Form

You can use the following form template to structure your requests or feedback when contacting us via the website or email. Please ensure that you send it through a secure channel provided on metropolca.com.

All responsible gaming queries are handled as sensitively and confidentially as possible. However, email and online communication can never be completely risk-free; please avoid including unnecessary sensitive personal information. If you are in immediate danger or crisis, contact local emergency services or crisis hotlines rather than the casino.