Responsible Gaming

Responsible gaming at Heart Of Vegas on heartofvegas-aussie.com is based on the principle that play should remain a conscious, informed and voluntary form of entertainment. Although Heart Of Vegas is a social casino experience operated by Product Madness (UK) Limited and does not offer real-money gambling or monetary winnings, we recognise that games of chance can still lead to excessive or harmful behaviour for some people.

This page explains how to recognise risks, use built-in control tools and access independent help. The operator is committed to providing clear information, practical self-management options and responsive support. If at any time you feel that your play is no longer enjoyable or under control, you can contact the support team at [email protected] for guidance and assistance.

Risk Awareness

Even where no real-money prizes are offered, frequent or uncontrolled gaming can negatively affect your finances, time management, work, studies, relationships and well-being. It is important to notice early signs that your behaviour may be becoming problematic and to act quickly.

Common signs of problematic or addictive play

• Increased time and frequency: Playing for longer sessions than planned, or logging in several times a day despite other commitments.
• Preoccupation with the game: Frequently thinking about Heart Of Vegas when you are not playing, planning your next session or replaying previous sessions in your mind.
• Chasing losses or "getting even": Spending more on in-app purchases or playing longer than intended to try to recover previous spending or "unlock" earlier results.
• Neglecting responsibilities: Missing work, classes, social events or family obligations because you are playing or feeling tired from late-night sessions.
• Emotional dependence: Using the game primarily to escape from stress, anxiety, loneliness or other negative feelings instead of as light entertainment.
• Concealing behaviour: Hiding the time or money spent on the game from family or friends, or feeling ashamed when asked about your play.
• Financial strain: Spending more than you can comfortably afford on in-app purchases, borrowing money, or cutting back on essentials to fund play.

Self-assessment: quick check of your behaviour

Answer the following statements honestly with "yes" or "no". If you answer "yes" to several questions, you should consider using the limits and tools below and contacting a support service.

• In the last three months, have you played Heart Of Vegas for longer than you planned on a regular basis?
• Have you ever tried to reduce or stop playing but found it difficult to do so?
• Have you spent more on in-app purchases than you initially intended or than you could comfortably afford?
• Have your gaming sessions interfered with work, study, sleep or family responsibilities?
• Do you feel restless, irritable or upset when you cannot play?
• Have you hidden or lied about the amount of time or money you spend on Heart Of Vegas?
• Do you use the game mainly to escape from problems, stress, loneliness or low mood?
• Have friends or family expressed concern about your gaming behaviour?

Important: This self-assessment is not a medical or psychological diagnosis. If you are worried about your answers, please contact a professional service listed on this page or speak to a qualified health professional in Australia.

Limits & Tools

Heart Of Vegas encourages all players in Australia to set personal boundaries for time and spending before starting to play. Where available in the Heart Of Vegas app or via your device or platform account (e.g. Apple App Store, Google Play, Facebook), you should use technical tools together with your own rules.

Deposit and spending limits

Heart Of Vegas is a social casino and does not offer deposits or withdrawals of real money within the game itself. However, players may make in-app purchases through their platform accounts. To manage this:

• Step 1 - Access your platform account settings:
  • On mobile apps, open your device's app store account (e.g. Apple ID or Google account) and go to "Account", "Payments & subscriptions" or "Parental controls/Family settings".
  • On Facebook, open "Settings & Privacy" -> "Settings" -> "Payments".
• Step 2 - Set purchase/expense limits:
  • Where available, choose a daily, weekly or monthly maximum spend for in-app purchases.
  • Enter a realistic figure that fits comfortably within your discretionary budget (for example: AU$10 per day, AU$30 per week or AU$80 per month), taking into account your income and essential living costs.
• Step 3 - Enable purchase authentication:
  • Activate mandatory password, PIN, biometric or 2FA confirmation for every purchase to avoid impulsive or accidental spending.
  • Do not share your account details or device access with anyone else.

Note: Some spending control features are provided by the app store, device or payment provider and are outside the direct control of Product Madness (UK) Limited. You should consult the relevant platform's help pages for the most up-to-date instructions.

Time spent limits and session management

• Personal session rules: Before you start, decide how long you will play (for example, one or two sessions of 30 - 45 minutes per day) and set an independent alarm on your phone or device to remind you when your session should end.
• In-app reminders (where available): If the app offers session timers or "take a break" reminders in the settings or responsible play section, select a suitable reminder interval (for example, every 30 or 60 minutes).
• Device-level tools: Use built-in features such as "Screen Time" (iOS), "Digital Wellbeing" (Android) or other time management apps to limit daily usage of Heart Of Vegas or similar games.

Taking a short break ("Time-Out")

If you feel you need a pause from Heart Of Vegas to reassess your gaming habits, you can:

1. Stop playing and log out: Log out of the app and associated platform accounts on all devices.
2. Set a time-out period: Decide on a cooling-off period of at least 24 - 72 hours (or longer if required) during which you will not open the game or make purchases.
3. Use technical blocks: During this period, you may:
   • Temporarily remove the app from your device.
   • Use app-blocking tools such as device parental controls, Gamban or BetBlocker (see below) to restrict access to casino-style content.
4. Inform support if needed: If you would like help in maintaining your break or have questions about tools, contact [email protected].

Self-Exclusion

If your gaming behaviour is causing harm, or you believe you are at risk of developing a problem, you may decide to block access to Heart Of Vegas for an extended period. Although Heart Of Vegas is a social casino and not a licensed gambling service, Product Madness (UK) Limited will reasonably cooperate with responsible gaming and self-exclusion requests.

Requesting temporary or permanent blocking of your account

1. Locate the self-exclusion option (where available):
   • Check the in-app settings or help/FAQ section for "Responsible Gaming", "Account Controls" or "Self-Exclusion".
   • If you cannot find an in-app option, proceed directly to a manual request by e-mail.
2. Choose your exclusion period:
   • Temporary self-exclusion (for example, 6 months, 1 year, 2 years). During this period you should not be able to access your Heart Of Vegas account via the affected platform(s).
   • Permanent or lifetime self-exclusion from Heart Of Vegas. This is intended to be final and will generally not be reversed.
3. Submit your request:
   • Send an e-mail from the address linked to your player or platform account to [email protected].
   • Include:
     • Your full name (as used on the account).
     • The e-mail address and, if applicable, your Facebook or platform ID used with Heart Of Vegas.
     • Your country of residence (Australia).
     • Whether you request temporary self-exclusion (and for which duration, minimum 6 months) or permanent/lifetime exclusion from Heart Of Vegas.
   • State clearly that this request is made for responsible gaming reasons and that you understand the consequences described below.
4. Confirmation of your decision:
   • The support team will acknowledge your request by e-mail, may ask you to confirm certain details and will inform you once the exclusion has been applied.
   • You may be directed to independent support services in Australia for additional help.

Consequences of self-exclusion

• Access restrictions: Once self-exclusion is implemented, you should not be able to log in to Heart Of Vegas with the excluded account on the relevant platform(s) for the duration of the exclusion or permanently, as applicable.
• New accounts: You must not attempt to create new accounts or use alternative profiles to bypass your exclusion. The operator may take reasonable steps to detect and close such accounts.
• Purchases and refunds:
  • As Heart Of Vegas is a social casino with no deposits or withdrawals of real money, balances are virtual, non-redeemable game credits.
  • In-app purchases are generally non-refundable, subject to your statutory rights and the refund rules of the respective app store or platform provider.
  • Self-exclusion does not create a right to a refund of past purchases. Any refund requests will be assessed in line with platform policies and applicable consumer law.
• Communication: For your protection, marketing communications related to Heart Of Vegas from Product Madness (UK) Limited should cease to the extent reasonably practicable once self-exclusion is recorded, subject to technical and legal limitations.

Regional compliance note (AU): Although the Australian Interactive Gambling Act 2001 focuses on real-money gambling, social casino services such as Heart Of Vegas acknowledge the spirit of harm minimisation. Self-exclusion functions and support are therefore offered on a good-faith basis to assist Australian users who feel at risk.

Support Resources

Heart Of Vegas strongly encourages players in Australia to seek independent, confidential support if gaming is causing concern. The following resources operate under Australian and international standards of privacy and professional practice. They are separate from Product Madness (UK) Limited and Aristocrat Leisure Limited.

Local support for Australia

• National Gambling HelpLine (Australia):
  • Phone: 1800 858 858 (free call within Australia)
  • Website: www.gamblinghelponline.org.au
  • Online services: 24/7 phone counselling, live chat and e-mail support.
  • Languages: English, with access to an interpreter service for multiple languages on request.
• Lifeline Australia:
  • Phone: 13 11 14
  • Website: www.lifeline.org.au
  • Hours: 24/7 crisis support and suicide prevention.
  • Languages: English, with access to translation/interpreter services.
• State and territory services: Each Australian state and territory funds gambling help services, which can be accessed via Gambling Help Online or local health services. These may include face-to-face counselling, financial counselling and support for families and affected others.

International support organisations

National self-exclusion schemes (for information)

While Heart Of Vegas is a social casino and not covered by real-money gambling self-exclusion registers, you may also wish to be aware of national schemes if you use real-money gambling services in other jurisdictions:

• United Kingdom - GamStop: A free service that allows players to self-exclude from online gambling sites licensed in Great Britain. Website: www.gamstop.co.uk.
• Spain - RGIAJ (Registro General de Interdicciones de Acceso al Juego): A state-run register that blocks registered individuals from accessing licensed gambling operators in Spain. Information is available via the Spanish regulator (DGOJ).
• Other countries: Many jurisdictions now operate national or regional exclusion schemes. If you reside outside Australia or use offshore real-money services, consult your local gambling regulator.

Blocking and filtering tools

• Gamban: Software that can be installed on devices to block access to a wide range of gambling websites and apps, including casino-style content. Website: www.gamban.com.
• BetBlocker: A free tool that enables users to restrict access to thousands of gambling websites and applications. Website: www.betblocker.org.
• Device parental controls and app limits: iOS, Android, desktop operating systems and many routers offer native tools to block or limit certain apps, websites or content categories. These can be configured to restrict access to casino-style games.

Family and affected others

• Family support services in Australia: Gambling Help Online and state-based services provide counselling and advice for partners, parents and other affected people, not only for the person who plays.
• International family resources: Many organisations, including GamCare and Gambling Therapy, provide dedicated information sections and forums for family members.

Confidentiality: Contact with the above services is usually confidential and can often be anonymous, in line with each organisation's policies and local laws. Heart Of Vegas and Product Madness (UK) Limited are not informed of the content of any discussions you have with these services.

Help for Family

If someone you care about may be experiencing problems with Heart Of Vegas or other gambling-like activities, it can be difficult to know how to respond. Your support, clear boundaries and early action can make a significant difference.

How to start a conversation

• Choose an appropriate time and place: Speak when both of you are calm and not in the middle of a gaming session or argument.
• Use non-judgmental language: Focus on your feelings and specific behaviours rather than making accusations. For example, "I'm worried about how much time you spend on the game" rather than "You have no self-control".
• Listen actively: Allow the person to explain their perspective without interruption. Acknowledge their feelings, even if you disagree.
• Refer to concrete impacts: Gently highlight how their gaming is affecting finances, relationships, work, studies or health.
• Encourage, do not force, help: Suggest support options and tools, but try to avoid ultimatums unless necessary for safety or financial protection.

Engaging them in support

• Offer to help them complete the self-assessment questions on this page.
• Propose contacting a helpline or counsellor together, either by phone or online chat.
• Encourage the use of time limits, spending caps and, where appropriate, self-exclusion or deletion of the app.
• Discuss practical steps such as reducing access to payment methods or using blocking software on shared devices.

Resources for families and affected others

• Australia - Gambling Help Online: Provides information and counselling for family members. Forums and live chat are available at www.gamblinghelponline.org.au.
• Family and friends forums:
  • Gambling Help Online community forum (Australia).
  • GamCare forum sections for "friends and family", offering peer support and moderated discussions.
  • Gambling Therapy forums and groups for affected others.

Recommended next steps

• Consult a health professional: Encourage the person to speak with a general practitioner, psychologist or counsellor experienced in gambling-related harm.
• Use hotlines for immediate support: In Australia, call 1800 858 858 (Gambling Help) or 13 11 14 (Lifeline) if there is immediate emotional distress.
• Protect your finances: Consider taking steps such as separating bank accounts, limiting shared credit, or seeking financial counselling if joint finances are affected.
• Look after yourself: Make use of family-focused support services so that you receive emotional and practical assistance while supporting your loved one.

Operator's Commitment

Heart Of Vegas is owned and operated by Product Madness (UK) Limited (registered in England and Wales, company number 06963238, registered office at 10 Finsbury Square, London, United Kingdom), a wholly-owned subsidiary of Aristocrat Leisure Limited. Although the service is categorised as a social casino without monetary winnings under the Australian Interactive Gambling Act 2001, the operator recognises the importance of minimising potential harm to players in Australia and globally.

Internal risk-check procedures

• Behavioural monitoring (where technically feasible and lawful):
  • Analysis of aggregated play patterns, including unusually long continuous sessions, rapid repeat logins, or unusually high levels of in-app purchases within short timeframes.
  • Identification of accounts that may indicate heightened risk of harm, subject to privacy laws and internal thresholds.
• Warning messages and education:
  • Display of responsible gaming messages within the app and on heartofvegas-aussie.com, reminding players to take breaks, not to spend more than they can afford and to seek help if concerned.
  • Provision of links to independent support organisations and this responsible gaming page.
• Handling of self-exclusion and support requests:
  • Recording and processing of self-exclusion requests and related account flags in line with internal policies.
  • Reasonable efforts to prevent marketing communications to self-excluded accounts, subject to technical and legal constraints.

When support may initiate contact

• In response to your request: If you contact support regarding concerns about your play, the team may respond with information about limits, self-exclusion and external support.
• In relation to risk indicators: Where allowed by applicable privacy and consumer protection laws, and where internal systems identify strong indicators of potential harm (for example, extremely high spending in a short period combined with extended play), the support team may:
  • Send an in-app or e-mail message encouraging you to review your play, consider limits or take a break.
  • Provide links to local help services such as Gambling Help Online in Australia.
• Respect for privacy and legal obligations:
  • All monitoring and contact is carried out in accordance with the applicable privacy policy (productmadness.com/privacy-notice/) and relevant data protection laws.
  • Information is used primarily to maintain the service, comply with law and support responsible gaming initiatives; it is not shared with independent counselling services without your consent.

Disclaimer: Internal risk checks are supportive tools and cannot identify all instances of harmful behaviour. They do not replace your own responsibility to manage your play and to seek professional help where necessary.

Updates

This responsible gaming page for Heart Of Vegas on heartofvegas-aussie.com may be updated from time to time to reflect changes in:

• Applicable laws and regulations in Australia or other relevant jurisdictions;
• Industry best practices and guidance regarding social casinos and gambling-like products;
• Internal policies, technical features or support options offered by Product Madness (UK) Limited or its parent company, Aristocrat Leisure Limited;
• Contact details or the availability of external support organisations.

Notification methods:

• Publication of the revised version on this page, which will take effect from the date indicated below.
• Where material changes are made that significantly affect your rights or the tools available, reasonable efforts may be made to notify active users via:
  • In-app notifications or pop-up messages;
  • Website banners on heartofvegas-aussie.com;
  • E-mail communications to registered contact addresses, where appropriate.

Please review this page regularly to ensure you remain informed about current responsible gaming information and options.

Last updated: 6 November 2026

Contact & Feedback

If you have any questions, suggestions or concerns about responsible gaming in relation to Heart Of Vegas, or if you wish to request help with self-control tools or self-exclusion, you can contact the operator as follows:

• Responsible gaming and player support e-mail: [email protected]
• General information e-mail: [email protected]

When contacting support, please provide enough information to identify your account (such as the e-mail address and platform used) but do not include sensitive financial details or passwords. Support will treat your communication confidentially in accordance with the applicable privacy notice.

Feedback and self-control request form

On heartofvegas-aussie.com you may find, or in future may be provided with, an online contact or feedback form dedicated to responsible gaming matters. Where available, you can use this form to:

• Request information on setting time or spending limits using platform tools;
• Ask for guidance about taking a break or self-excluding from Heart Of Vegas;
• Report concerns about your own play or the play of a family member (noting that the operator may be limited in what can be disclosed about another person's account);
• Provide suggestions on how responsible gaming information and tools could be improved.

If a specific online form is not available at the time of your enquiry, please send your request directly to [email protected]. The team will use reasonable efforts to respond within a commercially reasonable timeframe, bearing in mind time zones and public holidays.

Important: In an emergency or crisis situation (for example, if there is a risk of self-harm), please contact Australian emergency services on 000 or call Lifeline on 13 11 14 before contacting the operator.