Responsible Gaming

Responsible gaming means enjoying casino games as a form of entertainment while staying in full control of your time, money and emotions. On this Euro Palace page hosted on europalace-ca.com, we explain the tools, rules and support services that help you keep gambling fun and avoid harm.

Euro Palace, operated for Canadian players under the Malta Gaming Authority licence MGA/B2C/167/2008 (Digimedia Ltd) and the Alcohol and Gaming Commission of Ontario / iGaming Ontario licence OPIG1237901 (Cadtree Limited for Ontario residents), is committed to high responsible gambling standards. If gambling is no longer fun, we want you to stop, take a break and, where needed, seek professional help. Our support team is available to help you set limits, take time out or permanently close your account in line with applicable regulations.

Risk Awareness

Gambling always involves financial risk and should never be used as a way to make money, pay debts or cope with stress. Understanding early warning signs of problematic play is essential for every player in Canada, whether you access Euro Palace via the Ontario-licensed site or under the Malta Gaming Authority licence for the rest of Canada.

Common warning signs of gambling problems

• Spending more than planned: Regularly exceeding your deposit or loss limits, or chasing losses with larger bets.
• Preoccupation with gambling: Often thinking about the casino, planning your next session or feeling restless when you cannot play.
• Playing longer than intended: Ignoring time limits, staying up late to gamble or missing work, studies or family obligations.
• Hiding behaviour: Concealing statements, deleting messages from the casino or lying about how much you spend or how often you play.
• Emotional impact: Feeling anxious, depressed, guilty or irritable in connection with your gambling.
• Financial consequences: Using money needed for rent, bills or food, borrowing to gamble or selling possessions.
• Failed attempts to stop: Trying to cut down or quit but repeatedly returning to gambling.

Quick self-assessment check

Read the statements below and answer honestly with "Yes" or "No":

• I often spend more money on Euro Palace or other gambling than I planned.
• I gamble when I am feeling stressed, sad or bored to change how I feel.
• Friends or family have expressed concern about my gambling.
• I have missed work, studies or important social events because of gambling.
• I have used credit, loans or money earmarked for essentials to gamble.
• I feel guilty or ashamed after I gamble, but still return to play.
• I find it hard to stop once I start gambling, even when I want to.
• I have tried to win back money I lost by continuing to gamble ("chasing losses").

If you answered "Yes" to one or more of these questions, we strongly encourage you to slow down, use the tools described below (limits, time-outs, self-exclusion) and consider speaking with a professional support service listed in the Support Resources section. This information is not a medical diagnosis, but it can help you decide when to ask for help.

Limits & Tools

Euro Palace provides a range of tools to help you manage your play in line with Canadian responsible gambling standards applicable under both Malta Gaming Authority and AGCO/iGaming Ontario regulations. These tools are available through your player account and are designed to prevent excessive or impulsive gambling.

Deposit limits (daily, weekly, monthly)

• Where to set deposit limits: After logging in, go to "My Account" (or "Profile") and open the "Responsible Gaming" or "Player Limits" section. Look for "Deposit Limits".
• How to choose your limits: You can usually set separate daily, weekly and monthly maximum deposit amounts in CAD. For example:
  • Daily limit: CAD 50
  • Weekly limit: CAD 150
  • Monthly limit: CAD 400
  Choose amounts that you can comfortably afford to lose without affecting bills, savings or essential expenses.
• Entering your limits: Type the maximum CAD amount you are willing to deposit for each period into the corresponding field and confirm by clicking "Save" or "Confirm".
• Effect of changes:
  • Lowering your limits normally takes effect immediately or as soon as technically possible.
  • Raising your limits (for example, increasing your monthly limit) will usually apply only after a mandatory cooling-off period (e.g., 24 hours), in line with regulatory best practices. During this period you can reconsider and cancel the increase.
• Regulatory note: For Ontario residents, deposit limits must comply with AGCO/iGaming Ontario requirements. For players in other provinces and territories, limits are applied under the Malta Gaming Authority licence but follow similar harm-minimisation principles.

Time and session limits

• Session timers: Within the "Responsible Gaming" or "Play Limits" section, you may enable a session duration limit. For example, you can set a maximum of 60 or 90 minutes per session.
• Reality checks: You can activate pop-up reminders that appear after a chosen period (for example every 30 or 60 minutes) showing how long you have played and your net result. The pop-up will offer you a clear choice to continue or log out.
• How to configure:
  1. Log in and open "My Account > Responsible Gaming".
  2. Select "Time/Session Limits" or similar.
  3. Enter the maximum playing time (in minutes or hours) and confirm.
  4. Optionally, activate periodic reality-check notifications.
• Practical tip: Combine deposit limits with session limits to control both how much time and how much money you spend.

Short breaks ("Time-Out")

• Purpose of Time-Out: A Time-Out (short-term exclusion) allows you to pause gambling on your Euro Palace account for a defined short period, typically from 24 hours up to 72 hours, and sometimes up to 30 days, depending on the platform configuration and jurisdiction.
• How to activate a Time-Out:
  1. Log in and go to "My Account > Responsible Gaming".
  2. Select "Time-Out" or "Short Break".
  3. Choose the desired duration (e.g., 24, 48 or 72 hours) from the list.
  4. Read the information about what the Time-Out does and click "Confirm".
• What happens during a Time-Out:
  • You will be unable to place bets or make deposits.
  • You may usually log in only to check your balance or request permitted withdrawals, but not to gamble (details may differ depending on regulatory requirements).
  • The Time-Out cannot normally be cancelled once activated; you must wait until it expires.

Self-Exclusion

Self-exclusion is a stronger protective measure for players who feel at risk of harm or who have already experienced gambling problems. It is designed for longer-term breaks and is legally supported by both the Malta Gaming Authority and AGCO/iGaming Ontario frameworks.

How to request temporary or permanent self-exclusion

1. Access the self-exclusion menu:
   • Log in to your account on europalace-ca.com.
   • Navigate to "My Account > Responsible Gaming".
   • Select "Self-Exclusion" or "Exclusion from Gambling".
2. Choose the exclusion period: Depending on your jurisdiction, typical options include:
   • 6 months
   • 1 year
   • 3 or 5 years
   • Lifetime (permanent closure due to gambling-related concerns)
3. Confirm your decision:
   • Read the explanation of the consequences carefully.
   • Tick any required confirmation checkboxes (for example, confirming that the decision is voluntary and related to gambling issues).
   • Click "Confirm Self-Exclusion". In some cases, customer support may contact you to verify your request before finalising it.
4. Ontario-specific note: Ontario residents can also enrol in the iGaming Ontario self-exclusion program via igamingontario.ca, which applies across all participating Ontario-licensed gaming sites. This is separate from, and may be in addition to, site-specific self-exclusion.

Consequences of self-exclusion

• Account access: Once self-exclusion is active, you will not be able to log in to gamble or to reopen the account during the exclusion period. For lifetime exclusions, reopening is generally not permitted.
• Deposits and marketing: You will not be allowed to make deposits or receive promotional communications. We will take reasonable steps to prevent marketing materials from being sent to excluded players, in line with regulatory standards.
• Withdrawals and balances:
  • Any eligible real-money balances may still be withdrawn subject to identity and security checks.
  • Bonus funds and unfinished bonuses are normally forfeited upon self-exclusion, in accordance with the bonus terms and conditions.
  • If you cannot access your account to request a withdrawal, you may contact customer support using the channels listed on europalace-ca.com to discuss any remaining eligible funds.
• Irreversibility during the term: For your protection, self-exclusion cannot normally be shortened or cancelled once confirmed. After a fixed-term exclusion ends, there may be a reactivation process that can include cooling-off periods and further checks.

Support Resources

If you are worried about your own gambling or that of someone close to you, we strongly encourage you to seek independent professional help. The services listed below are confidential and, in most cases, available free of charge. Euro Palace and Euro Palace do not control these services, but we support their role in harm reduction for Canadian players.

Local support for players in Canada

• Ontario - ConnexOntario
  • Phone: 1-866-531-2600 (toll-free, 24/7)
  • Website: connexontario.ca
  • Services: Information and referral for problem gambling, mental health and addictions.
  • Languages: English and French, with access to interpreters for many other languages.
• British Columbia - BC Gambling Support Line
  • Phone: 1-888-795-6111 (toll-free, 24/7)
  • Website: bcresponsiblegambling.ca
  • Languages: English; interpreter services are typically available.
• Alberta - Addiction Helpline
  • Phone: 1-866-332-2322 (toll-free, 24/7)
  • Website: albertahealthservices.ca (search for "Addiction Helpline").
  • Services: Support and referrals for problem gambling and other addictions.
• Québec - Gambling: Help and Referral (Jeu : aide et référence)
  • Phone: 1-800-461-0140 (toll-free, 24/7)
  • Website: Search "Jeu : aide et référence Québec" on the provincial health portal.
  • Languages: French and English.
• Other provinces and territories in Canada
  • Most provinces/territories offer a dedicated problem gambling helpline operated or funded by their health ministries.
  • If you are unsure which service to contact, dial 211 (where available in Canada) or consult your provincial health ministry website and search for "gambling help".

These services are independent of Euro Palace and provide confidential advice, information on local treatment providers and support for both players and their families.

International support organizations

In addition to Canadian services, the following international organisations offer online information and support that can be accessed from Canada:

Self-exclusion schemes by country

• United Kingdom - GamStop: UK residents can register for free at gamstop.co.uk to self-exclude from all UK-licensed online gambling operators for a chosen period.
• Spain - RGIAJ: Spanish residents can enrol in the Registro General de Interdicciones de Acceso al Juego (RGIAJ), a national self-exclusion register that prevents access to licensed gambling operators in Spain.

These national schemes apply primarily to operators regulated in those jurisdictions. Euro Palace operates under Malta Gaming Authority and AGCO/iGaming Ontario licences for Canadian players, but you may find these programs relevant if you also use services licensed in those countries.

Blocking and filtering tools

• Gamban: A paid software solution that blocks access to most gambling websites and apps across your devices. See gamban.com for details.
• BetBlocker: A free gambling-blocking app available on multiple platforms. See betblocker.org.
• Other tools: General parental-control and website-blocking tools (such as device-based content filters) can also help restrict access to gambling content, especially for shared devices.

Technical tools are most effective when combined with self-exclusion, professional support and honest communication with trusted people in your life.

Family and friends support resources

• Gam-Anon: A fellowship for relatives and friends of people with gambling problems. See gam-anon.org for meeting information.
• Gambling Therapy - Family & friends forums: Online forums and resources specifically for affected others at gamblingtherapy.org.
• Canadian helplines: The Canadian numbers listed above (e.g., ConnexOntario, provincial helplines) also provide guidance and referrals for family members.

All these services aim to protect your privacy. You do not need to give your full name to receive initial advice, and the call or chat will not be shared with Euro Palace.

Help for Family

Gambling problems affect not only the person who gambles, but also family members, partners and close friends. If you are concerned about someone who uses Euro Palace or any other gambling service, your own wellbeing is important too.

How to talk to someone about their gambling

• Choose the right moment: Speak when both of you are calm and the person is not currently gambling or under the influence of alcohol or substances.
• Use "I" statements: Focus on how their behaviour affects you (e.g., "I feel worried when...") rather than accusing ("You always..." or "You never...").
• Be specific and factual: Refer to concrete situations (missed bills, sleepless nights, mood changes) instead of general criticism.
• Listen actively: Allow them to respond, express their feelings and fears, even if you disagree.
• Avoid covering up: Try not to lie to others or take on new debts to hide the problem, as this can prolong the situation.

Encouraging them to seek help

• Suggest completing a self-assessment questionnaire and reading about gambling disorder on reputable sites (such as provincial health portals or Gambling Therapy).
• Offer to help them contact a local helpline or book an appointment with a healthcare professional.
• Support them in using the responsible gambling tools described above (limits, Time-Out, self-exclusion) and, where appropriate, help them follow through with those decisions.

Support resources for families and friends

• Helplines: The Canadian helplines listed in the Support Resources section also support family members, providing information about treatment and coping strategies.
• Online support groups:
  • GamTalk.org - Online support community with forums and chat, with strong Canadian participation.
  • Gambling Therapy - Family & Friends - Moderated forums and resources for affected others.
  • Gam-Anon - Information on peer-support meetings for family members.
• Professional help: Consider encouraging the person, and possibly yourself, to consult:
  • A family doctor or nurse practitioner.
  • A psychologist, psychotherapist or counsellor experienced in gambling addiction.
  • Community mental health or addiction clinics in your province or territory.

If you ever feel at risk of harm due to someone else's gambling (for example, financial abuse, emotional or physical violence), contact emergency services or a crisis hotline in your area immediately. Your safety comes first.

Operator's Commitment

Euro Palace, under Digimedia Ltd's Malta Gaming Authority licence (MGA/B2C/167/2008) for Canadian players outside Ontario and Cadtree Limited's Ontario licence (OPIG1237901) for Ontario residents, implements a combination of automated and manual measures to detect and mitigate gambling-related harm. These measures reflect regulatory requirements and industry best practices as of 2026.

Internal monitoring and risk checks

• Behavioural analysis: We may monitor activity patterns such as:
  • Very frequent deposits or rapid increases in deposit size.
  • Extended play sessions without breaks.
  • Repeated cancelled withdrawals or persistent chasing of losses.
  • Use of multiple payment methods or unusual transaction behaviour.
• Automated alerts: Our systems can trigger alerts when certain risk thresholds are reached (for example, unusually high net losses in a short period or multiple failed deposit attempts).
• Responsible gaming interventions: Where risk patterns are detected, interventions may include:
  • On-screen messages reminding you of available tools (limits, Time-Out, self-exclusion).
  • Mandatory reality-check pop-ups during long sessions.
  • Temporarily restricting access to bonuses or certain game types.

When and how we may contact you

• Triggers for contact: Support staff may proactively contact you if:
  • Your gambling behaviour shows a sudden and significant increase in spending or session length.
  • You repeatedly override or seek to increase limits shortly after lowering them.
  • You contact support expressing distress, loss of control or gambling-related harm.
• Nature of contact:
  • We may reach out via in-account messaging, email or other contact details associated with your account.
  • The purpose is to provide information on responsible gaming tools, recommend breaks or self-exclusion, and suggest professional support services.
  • Any contact is intended to be supportive and non-judgmental, in line with privacy obligations and Canadian data-protection laws.
• Protective measures: In serious cases, and where allowed by applicable regulations, we may:
  • Impose or lower limits on your account.
  • Apply temporary Time-Outs.
  • Recommend or implement self-exclusion if continued play appears unsafe.

All such actions are guided by responsible gambling policies approved under the Malta Gaming Authority and AGCO/iGaming Ontario frameworks, and are designed to balance player autonomy with harm prevention.

Updates

Responsible gaming standards, regulatory requirements and internal procedures may evolve over time. Euro Palace and Euro Palace will update this page as needed to reflect changes in:

• Applicable laws and regulations in Canada, including Ontario-specific requirements.
• Guidance from regulators such as the Malta Gaming Authority and AGCO/iGaming Ontario.
• New or improved responsible gambling tools, support options or monitoring procedures introduced on europalace-ca.com.

When material changes are made to our responsible gaming information or tools, we may notify you by one or more of the following methods:

• Prominent notices or banners within your logged-in account area.
• Information on the website homepage or in the "Responsible Gaming" section.
• Direct email communications to the address registered on your account, where appropriate.

We recommend that you review this page regularly. The date of the last substantive update to this responsible gaming information is indicated below.

Last updated: 24 February 2026

Contact & Feedback

If you have questions about responsible gaming, wish to adjust your limits, request a Time-Out or self-exclusion, or provide feedback on our policies, dedicated support is available.

Responsible Gaming contact channels

• In-account messaging / live chat: The fastest way to contact the Responsible Gaming Team is through the live chat or secure messaging function available once you are logged in to your account on europalace-ca.com. You can specifically request to speak with a responsible gaming specialist.
• Email contact: Use the main support email address published in the "Contact Us" or "Help" section of europalace-ca.com and clearly state "Responsible Gaming" in the subject line. This will ensure that your query is directed to the appropriate team. (If a dedicated responsible gaming email address is introduced, it will be displayed there.)
• Telephone contact: Where a support telephone number is made available on europalace-ca.com, you may use it to discuss responsible gambling concerns. Phone numbers may change over time; always refer to the latest details on the site's "Contact Us" page.

Feedback and self-control request form

Euro Palace aims to provide an accessible online form for responsible gaming requests and feedback. Where this functionality is active on europalace-ca.com, you can:

• Access the form via the "Responsible Gaming" or "Contact Us" section of the website.
• Submit requests such as:
  • Setting or lowering deposit, loss, wager or time limits.
  • Requesting a Time-Out or self-exclusion due to gambling concerns.
  • Asking for information about your recent gambling activity (e.g., net deposits over a defined period).
  • Providing suggestions to improve our responsible gaming measures.
• Provide relevant details (for example, your username, the type of limit you want, and whether the request is urgent). Do not include full payment-card details or passwords.

All requests related to responsible gaming are treated with priority and confidentiality. While we strive to process them as quickly as reasonably possible, certain changes may be subject to verification steps or regulatory requirements. This page is intended as general information and does not replace professional medical, psychological or legal advice. If you believe you may have a gambling disorder, please contact a qualified healthcare professional or one of the support services listed above.