Responsible gaming

Twin Casino is here for your entertainment. Gambling is not a way to make money, recover losses, or solve financial or personal issues. On this page, you’ll find information about our tools, signs to look out for, and where to get help if gambling stops being enjoyable. These guidelines support our terms and conditions and apply to everything on the platform, including casino games, live dealer tables, sports betting, and esports.

Our commitment

We want to create a safe space for adults 18 and over in Australia and other allowed areas. We check ages when needed, watch for signs of risky behavior, and train our support team to help with responsible gaming. We also choose suppliers whose games use certified random results and have clear rules.

Responsible gaming is something we all share. We offer tools to help, but you choose how much time and money to spend. If you ever feel the urge to chase losses or hide your gambling from family, take a break and check out the resources below.

Play for fun, not profit

Every bet comes with risk. Because of the house edge and bookmaker margin, most people lose more than they win over time. Think of your deposits as the price of entertainment, like buying a concert ticket or going out for the night, not as an investment. Never borrow money to gamble or use money meant for rent, bills, or savings.

Decide on a budget in AUD before you log in. Once you’ve spent that amount, end your session. Don’t raise your stakes to try to win back earlier losses, as this often leads to bigger problems.

Tools available on Twin Casino

Deposit limits

You can request daily, weekly, or monthly deposit caps through account settings or by contacting Contact us. Decreases usually apply promptly. Increases may be delayed to give you time to reconsider, in line with common responsible gaming practice.

Wager and loss limits

If available, you can set limits on how much you’re willing to risk or lose over a certain period. These limits help protect you during intense sessions, like live sports or quick pokie games on your phone.

Session reminders

Session tools let you see how long you’ve been playing and may show your recent results. Use these tools to help you decide if it’s time to keep going or take a break. Playing for long periods without stopping can lead to impulsive choices.

Cooling-off (time-outs)

A cooling-off period will temporarily lock your account for a few days or more. While your account is on hold, you can’t deposit or make new bets. Any withdrawal requests you’ve made will still be processed as usual.

Self-exclusion

Self-exclusion means taking a longer or even permanent break. While self-exclusion is active, we won’t reopen your account until the period ends, unless the law requires us to release your funds. You shouldn’t receive marketing messages during this time. To request self-exclusion, email support@twinaustralia.net with your username and how long you want the break to last, or use live chat on our site.

Account closure

You can ask us to close your account for good. Any money left in your account, after we verify and check for legal holds, can be withdrawn before we close it. Visit Contact us to learn how.

Warning signs that deserve action

You lie to family or mates about time or money spent on esports or casino products.
You increase stakes to feel the same excitement.
You feel anxious, angry, or low when you try to stop.
You neglect work, uni, or caring responsibilities.
You think the next bet will “fix” money problems.
You borrow, sell assets, or use credit to fund play.
You chase losses after a tough AFL, NRL, or racing session.

If several of these signs sound familiar, stop making deposits, take a time-out, and talk to someone independent tonight instead of waiting until tomorrow.

Tips for safer play

Decide your limit before opening casino or sports pages.
Take regular breaks; avoid gambling when tired, upset, or under the influence of alcohol.
Don’t think of promotions as “free money” because they have wagering requirements.
Keep gambling separate from essential bills and emergency savings.
Balance gambling with other hobbies and social activities.
Never let minors access your device or account credentials.

Australian support services

These services are confidential and staffed by professionals. They are not affiliated with Twin Casino, which is why we recommend them without reservation:

Gambling Help Online — free counselling, self-help modules, and crisis pathways for Australians: gamblinghelponline.org.au or call 1800 858 858.
Lifeline Australia — 24/7 crisis support on 13 11 14.
Gamblers Help — state and territory services offering telephone and face-to-face support; search for your local service name online.

If you are in immediate danger, call emergency services on 000.

Protecting minors

Only adults 18 or older can have an account. We use checks to help prevent underage access. Parents and guardians should use parental controls, set up payment alerts, and keep ID documents safe. If you think a minor has used Twin Casino, let us know through Contact us right away.

How we handle responsible gaming requests

When you reach out about limits or exclusion, we’ll confirm your identity to keep your account safe. Processing times depend on the tool: lowering deposit limits is usually quicker than raising them, and self-exclusion can take up to 24 to 48 hours to update across all systems and marketing lists. We keep records of requests according to our privacy policy.

We might also contact you if our system notices very fast deposits, repeated failed payments, or signs of distress. These messages are meant to offer support, not to limit your entertainment without a good reason.

VIP and marketing

The VIP program rewards loyalty, but it must never push you beyond affordable limits. Hosts should encourage breaks and respect limit requests. Partners in our affiliate program must not target minors, misrepresent odds, or promote gambling as a reliable income source.

Technical issues and disconnections

If you get logged out unexpectedly during a bet, we know it can be stressful. We handle these situations according to our disconnect policy and supplier rules. If you think your session ended unfairly, contact support with the time in AEST and any reference numbers you have.