Responsible Gaming

OBSERVE: Gambling is entertainment with financial risk. EXPAND: Responsible gaming means choosing to play consciously-setting limits, understanding risks, and seeking help early. REFLECT: luna-casino at luna-ca.com supports safer play with practical tools, confidential assistance, and evidence-based safeguards for players in Canada (excluding Ontario).

Important: You must be of legal age to gamble (19+ in most provinces; 18+ in AB, MB, QC). Please gamble only what you can afford to lose.

Risk Awareness

OBSERVE: Certain behaviours can signal elevated gambling risk. EXPAND: Early recognition enables timely self-help or professional support. REFLECT: Use the checklist below to self-assess and act if needed.

Common warning signs

• Frequent or longer sessions than planned; chasing losses or increasing bet size to "get even."
• Thinking about gambling outside play, neglecting work, study, sleep, or family obligations.
• Borrowing money, using credit for gambling, or hiding statements and activities.
• Irritability, anxiety, or restlessness when trying to cut down or stop.
• Gambling to escape stress, loneliness, or negative moods.
• Breaking self-imposed limits or returning quickly after losses.

Quick self-check

Answer Yes/No to each statement. If you answer "Yes" to two or more, consider using our tools or contacting support:

1. I often gamble longer or spend more than I intended.
2. I have tried to reduce or stop gambling but could not.
3. I chase losses or gamble to change my mood.
4. My gambling has harmed my finances, relationships, work, or studies.
5. I hide my gambling from others or feel guilty about it.

Limits & Tools

OBSERVE: Setting limits helps control risk. EXPAND: We provide configurable deposit, session, and time-out tools. REFLECT: Follow the steps below to apply and manage limits directly from your account.

Deposit limits (daily, weekly, monthly)

1. Log in at luna-ca.com and go to My Account > Responsible Gaming > Limits.
2. Select Deposit Limits and choose a period: Daily, Weekly, or Monthly.
3. Enter a CAD amount for each period (example: Daily CAD 100; Weekly CAD 300; Monthly CAD 1,000). Choose amounts that reflect what you can afford.
4. Confirm your entries. Decreases take effect immediately. Increases are subject to a cooling-off period (minimum 24 hours; longer for some periods) and require reconfirmation.

Note: If multiple limits are active, the strictest applies.

Time spent limits and session reminders

• Navigate to My Account > Responsible Gaming > Play Controls.
• Set a Session Timer (for example, 30, 45, or 60 minutes). You will receive an on-screen reminder with elapsed time and net result.
• Set a Daily Play Duration limit to automatically log you out after the chosen threshold.

Time-Out (24-72 hours)

1. Go to My Account > Responsible Gaming > Time-Out.
2. Choose a cooling-off period: 24, 48, or 72 hours.
3. Confirm your selection. During Time-Out you cannot deposit or play. You may still access support and, if available, withdraw your balance.

Regional Compliance Note (CA): Limit increases are never immediate and require a cooling-off period to protect players. Marketing communications are paused during active Time-Outs where feasible.

Self-Exclusion

OBSERVE: Self-exclusion is a robust safeguard for high-risk situations. EXPAND: It blocks account use for a fixed minimum period and cannot be undone early. REFLECT: Follow these steps carefully; support can assist if you need guidance.

How to self-exclude

1. Log in and open My Account > Responsible Gaming > Self-Exclusion.
2. Select a duration: 6 months, 1 year, 2 years, 5 years, or Lifetime.
3. Read the confirmation notice, tick the acknowledgements, and press Confirm. You will receive an on-screen and email confirmation.
4. If you cannot access your account, email our Responsible Gaming Team via the form in the Contact & Feedback section, requesting self-exclusion. We may need to verify your identity.

What happens during self-exclusion

• Access blocked: You cannot log in, deposit, or place bets. Reversal is not permitted before the minimum term ends.
• Funds: You may request withdrawal of any positive cash balance by contacting support. Wagers already placed cannot be cancelled. Unused bonus funds are forfeited.
• Marketing: We take reasonable steps to stop marketing during the exclusion period once processed.
• Reactivation: After the minimum term, you must contact us to consider reopening. We may require a cooling-off period and fresh affordability/risk checks.

Advisory: Consider adding device/financial blocks (see Support Resources) to prevent access to other gambling sites during your exclusion.

Support Resources

OBSERVE: Prompt access to confidential support improves outcomes. EXPAND: Canada uses provincial services and national referral systems rather than a single national gambling helpline. REFLECT: Use the Canada resources below or the international options that operate 24/7 online.

Local support for Canada (excluding Ontario)

• 211 Community and Social Services: Dial 2-1-1 or visit 211.ca for 24/7 referral to local problem-gambling counselling. Languages: English, French, and interpreter-supported languages.
• Responsible Gambling Council (RGC): responsiblegambling.org - education, self-help materials, and links to provincial services. Languages: English (some resources in French).
• GameSense: gamesense.com - evidence-based tips and links to provincial programs in BC, AB, SK, and MB. Languages: English; provincial resources may include French or local languages.
• GamTalk (Canada/International): gamtalk.org - moderated forums and live chat peer support, free and anonymous.
• Credit Counselling Canada: creditcounsellingcanada.ca - non-profit directories for debt counselling and budgeting support.
• Mental health or crisis: If you feel at immediate risk, call 911. For suicide crisis support in Canada: Talk Suicide Canada at 1-833-456-4566 (24/7); text 45645 (evenings) - for crisis only.

Note: For provincial services, consult your provincial health site or 211 for verified phone numbers and in-person counselling near you.

International support organizations

Self-exclusion schemes by country

• United Kingdom: GamStop - gamstop.co.uk (free, nationwide online self-exclusion).
• Spain: RGIAJ (Registro General de Interdicciones de Acceso al Juego) - ordenacionjuego.es.
• Sweden: Spelpaus - spelpaus.se.
• Netherlands: CRUKS - cruksregister.nl.

Blocking and filtering tools

• Gamban - gamban.com (paid; blocks gambling sites/apps across devices).
• BetBlocker - betblocker.org (free; device-level blocking with parental controls).
• Device/OS tools: Enable Screen Time/Parental Controls to restrict app installs and content.

Confidentiality: Support services listed maintain confidentiality within legal limits. Professional help is available regardless of play status at luna-casino.

Help for Family

OBSERVE: Loved ones can play a crucial role in early intervention. EXPAND: Supportive, non-judgmental dialogue plus boundaries increases the chance of change. REFLECT: Use the steps and resources below.

How to talk and encourage support

• Choose a calm time; focus on specific impacts (finances, trust, stress) without blame.
• Use "I" statements and listen actively. Offer to explore help options together.
• Set clear boundaries about money and access to shared accounts/cards.

Where families can get help

• 211.ca - ask for local problem gambling family counselling.
• GamTalk (gamtalk.org) - forums for affected others.
• Credit Counselling Canada - budgeting and debt solutions.
• Consider contacting a licensed psychotherapist experienced in addiction.

If there is immediate risk of harm or violence, call 911.

Operator's Commitment

OBSERVE: Operators must monitor for markers of harm. EXPAND: luna-casino implements multi-layered controls under international best practices applicable to Canada (excluding Ontario) and our licensing obligations under the Malta Gaming Authority (SkillOnNet Ltd, MGA/CRP/171/2009/01). REFLECT: We balance privacy with player protection.

Our safeguards

• Behavioural monitoring: frequency, session length, chasing, rapid deposits, declined payments, and repeated limit changes.
• Automated reality checks and on-site warnings when risk patterns emerge.
• Friction for risk: cooling-off before increasing limits; optional affordability prompts.
• Proactive outreach: If significant risk markers are detected, we may contact you via in-site message or email to offer tools, limits, or a pause. In severe cases we may apply restrictions or suspend the account pending review.
• Marketing controls: Suppression during Time-Outs and Self-Exclusions once processed.

Data and privacy: Monitoring uses account and gameplay telemetry to fulfill safer-gambling duties. We do not offer credit. Outreach is supportive and non-judgmental.

Updates

OBSERVE: Policies evolve with regulation and best practice. EXPAND: We will notify material changes to this page by website banner and/or email to registered players. REFLECT: The current version supersedes prior versions from the publication date below.

• Notification channels: on-site banners/alerts; email for material changes.
• Historic versions: available on request from our Responsible Gaming Team.

Last updated: 2025-10-27

Contact & Feedback

OBSERVE: Direct, confidential contact supports timely assistance. EXPAND: Where a dedicated line is not publicly listed, we provide secure channels and a request form. REFLECT: We aim to respond within 24-48 hours.

Responsible Gaming Team

• Email: A dedicated responsible-gaming email for luna-ca.com is not publicly listed at this time. Please use the secure form below or the in-account message center to reach our team.
• Phone: A dedicated phone line is not publicly listed. On request, we can arrange a call-back after verifying your account.
• Postal correspondence (legal entity): SkillOnNet Ltd, Office 1/5297 Level G, Quantum House, 75, Abate Rigord Street, Ta' Xbiex, XBX 1120, Malta.

Secure request form

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Set/adjust limits Request Time-Out Request Self-Exclusion Request risk/account review General safer-gambling advice

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Disclaimer: This page applies to players in Canada (excluding Ontario). Nothing here creates a right to credit or overrides the Terms & Conditions. In case of conflict, the safer provision prevails. If you are in crisis or immediate danger, call 911.