Responsible Gaming

Responsible gaming at plazaroyell.com (Plaza Royal) means enjoying casino games as a form of entertainment while keeping full control over your time, your spending, and your decisions. Gambling should never be used as a way to earn regular income, solve financial difficulties, or cope with personal problems.

Plaza Royal encourages every player to observe their own behaviour, expand their understanding of the risks, and reflect regularly on whether gambling is still fun and affordable. To support this, we provide a full set of tools, information, and professional assistance options, so that you can set limits, take breaks, or stop gambling altogether whenever needed.

The UK version of Plaza Royal at plazaroyell.com is operated by AG Communications Limited (company number C48328), licensed and regulated by the United Kingdom Gambling Commission under account number 39483. As part of our licence obligations, we actively promote safer gambling, cooperate with independent organisations that offer help, and intervene when we identify patterns that may indicate harm.

Access to our services is strictly restricted to persons aged 18 or over who are resident in jurisdictions where online gambling is legal. If you ever feel that your play is no longer under control, we strongly encourage you to use the tools described on this page and to seek confidential professional support.

Risk Awareness

Most customers use plazaroyell.com for occasional entertainment. However, for some people gambling can become harmful. Being aware of early warning signs helps you observe and reflect on your behaviour before serious problems develop.

Possible Signs of Gambling Harm

• Thinking about gambling most of the time: frequently planning the next session, replaying previous bets in your mind, or feeling restless when you are not logged in.
• Spending more money than planned: regularly exceeding your budget, increasing stakes to chase losses, or using funds that were intended for bills, rent, or essentials.
• Playing longer than intended: ignoring time limits, missing sleep, work, or social obligations because you are still playing or trying to win back losses.
• Hiding or minimising your gambling: deleting messages, hiding bank statements, or lying to family and friends about how much you play or spend.
• Borrowing or using risky funds: taking loans, using overdrafts, or selling personal items to continue gambling; attempting to use credit despite the UK ban on credit card gambling.
• Emotional distress: feeling anxious, guilty, depressed, or irritable when you lose; feeling that gambling is the only way to feel better or escape problems.
• Repeated unsuccessful attempts to stop: promising yourself to cut down or stop, but repeatedly returning to gambling and losing control again.

Self-Assessment Questions

The following questions are for your personal reflection only. Answering "yes" to several of them may indicate a higher risk of harm, and you may wish to use our safer gambling tools or contact support services.

• Do you often gamble for longer than you originally intended?
• Do you gamble with money that you cannot comfortably afford to lose?
• Do you try to win back money you have lost ("chasing losses")?
• Have your gambling habits caused arguments or tension with family or friends?
• Have you borrowed money, sold possessions, or used overdrafts specifically to fund gambling?
• Do you feel anxious, depressed, or guilty after gambling, but still find it hard to stop?
• Have you tried to cut down or stop gambling at least once, but been unable to stick to that decision?

If these questions raise concerns, we recommend that you set or tighten limits on your account, consider a Time-Out or self-exclusion, and contact one of the confidential support organisations listed below.

Limits & Tools

Plaza Royal at plazaroyell.com provides a range of safer gambling tools to help you manage your play. We encourage you to use these tools proactively: observe your current habits, expand your safety net by applying limits, and reflect regularly on whether your settings remain appropriate.

Deposit Limits (Daily, Weekly, Monthly)

1. Where to find the setting: After logging in, go to "My Account" and select the "Responsible Gaming" or "Play Safe" section. Choose "Deposit Limits".
2. Choose the period: You can set separate limits for:
   • Daily limit: maximum amount you can deposit within any 24-hour period.
   • Weekly limit: maximum amount you can deposit within any 7-day period.
   • Monthly limit: maximum amount you can deposit within any calendar month.
3. Enter your amounts: Type the maximum amount (in GBP) that you are comfortable losing in each period, for example:
   • Daily: £20
   • Weekly: £60
   • Monthly: £200
   Choose conservative figures that fit your disposable income, not your total income.
4. Confirm the limit: Review your choices and confirm. The new, lower limits normally apply immediately.
5. Increasing limits: If you later request higher limits, a mandatory cooling-off period (for example, 24 hours or more) will apply, and you may be asked to confirm the change again. Decreasing limits takes effect immediately or as soon as technically possible.

Regional Compliance Note: As a UK-licensed operator regulated by the UKGC (account number 39483), plazaroyell.com may apply additional checks or restrictions in line with affordability and anti-money laundering requirements, especially after the AML enforcement action recorded against AG Communications Limited in 2022. This is to protect you and comply with regulatory standards.

Time Limits and Reality Checks

To help you control the time you spend gambling, you can activate reality checks and session limits.

• Reality check notifications: In "My Account" > "Responsible Gaming", you can enable on-screen reminders at regular intervals (for example every 20, 40, or 60 minutes). These messages show how long you have been playing and your net result, prompting you to reflect on whether to continue.
• Session time limits: You can set a maximum session duration (for example 60 or 120 minutes). When this limit is reached, you will be logged out or prompted to end your session.
• Adjusting time settings: You may lower these durations at any time; increasing them may involve a short delay or additional confirmation to ensure the decision is considered.

Time-Out (Short Breaks of 24 - 72 Hours)

1. Accessing Time-Out: Log in and go to "My Account" > "Responsible Gaming" > "Time-Out" (or "Short Break").
2. Select the duration: Choose a break of:
   • 24 hours
   • 48 hours
   • 72 hours
   • or up to several weeks, where available
3. Confirm your choice: Read the explanation of what Time-Out means, then confirm. Once confirmed, the Time-Out cannot be cancelled or shortened.
4. During Time-Out: You will not be able to deposit or play. You may still be able to log in to review your account or request withdrawals, in line with our terms and UKGC requirements.
5. After Time-Out: Your account will automatically become available again once the chosen period ends. Take a moment to reassess your limits before you resume play.

Self-Exclusion

If you feel that you are losing control of your gambling or that lighter tools such as limits and Time-Out are not sufficient, self-exclusion may be the most appropriate option. Self-exclusion is a stronger, longer-term measure designed to protect you by blocking access to your account for a minimum period.

How to Request Self-Exclusion on plazaroyell.com

1. Log in (if safe to do so): Sign in to your account at plazaroyell.com (Plaza Royal). If you feel unable to do this safely, you can contact customer support directly to request self-exclusion.
2. Go to the Responsible Gaming section: Navigate to "My Account" > "Responsible Gaming" or "Play Safe" and select "Self-Exclusion".
3. Choose the exclusion period: Available options typically include:
   • 6 months (minimum statutory period for self-exclusion under UK rules)
   • 1 year
   • 2 years
   • 5 years
   • Lifetime (indefinite)
4. Read the information: Carefully read the explanation of the consequences. Self-exclusion is a serious step and cannot be reversed during the chosen period.
5. Confirm your decision: Tick the confirmation box and submit your request. You may be asked to re-enter your password or complete a security step to ensure it is you.
6. Support confirmation: You will receive confirmation on-screen and, where possible, by email that your self-exclusion is active. We may also provide links to support organisations such as GamCare and Gambling Therapy.

Consequences of Self-Exclusion

• Account access: You will not be able to log in to, wager on, or deposit into your self-excluded account(s) during the exclusion period.
• New accounts: You must not attempt to create new accounts with plazaroyell.com while self-excluded. If such accounts are detected, they will be closed, and any activity handled in accordance with our UK terms and conditions and UKGC guidance.
• Withdrawals and balances: If you have a remaining balance when self-exclusion starts, you may contact support to arrange withdrawal, subject to standard verification checks. You will not be able to use the balance for further gambling.
• Marketing communications: We will take reasonable steps to stop sending you marketing communications related to gambling for the duration of the self-exclusion.
• End of exclusion: For fixed-term self-exclusions, once the minimum period ends, there may be a reactivation process, including a cooling-off period and explicit confirmation that you want to reopen your account. For lifetime exclusions, your account will not be reopened.

GAMSTOP - UK-Wide Self-Exclusion

In addition to our own self-exclusion system, UK players are strongly encouraged to register with GAMSTOP, the free, national online self-exclusion scheme for Great Britain. Once you register with GAMSTOP and your exclusion is active, you should be prevented from using online gambling websites and apps licensed in Great Britain for the duration of your GAMSTOP exclusion.

• Website: www.gamstop.co.uk
• Recommended if you hold accounts with multiple UK-licensed operators.

Example of other national schemes: In Spain, a similar function is provided by the Registro General de Interdicciones de Acceso al Juego (RGIAJ). While plazaroyell.com (Plaza Royal) focuses on UK players, we support the use of official self-exclusion registers in all relevant jurisdictions.

Support Resources

If you are worried about your gambling or about someone close to you, confidential support is available. The organisations below are independent from plazaroyell.com and provide free or low-cost assistance, information, and counselling.

Local Support - United Kingdom

• National Gambling Helpline (GamCare / BeGambleAware):
  • Phone (free from UK landlines and mobiles): 0808 8020 133
  • Operating hours: 24 hours a day, 7 days a week
  • Languages: English (with access to translation services where available)
  • Online chat and support: www.gamcare.org.uk and www.begambleaware.org
• NHS Support for Problem Gambling: The NHS in England offers specialist clinics and mental health services for gambling-related harm. Information: www.nhs.uk
• Local counselling and charities: Many local services provide counselling for addiction, debt, and mental health issues that may be linked to gambling. Your GP can help you access appropriate services.

International Support Organisations

Additional international resources:

• Gambling Therapy: Online support groups and live chat for people affected by problem gambling worldwide: www.gamblingtherapy.org.
• Gamblers Anonymous (GA): Peer support groups with meetings in many countries: www.gamblersanonymous.org.
• Gam-Anon: Support groups for family and friends of problem gamblers: www.gam-anon.org.

Self-Exclusion Schemes and Blocking Tools

• GAMSTOP (UK): Free national self-exclusion scheme for online gambling in Great Britain - www.gamstop.co.uk.
• RGIAJ (Spain): National register for self-exclusion from gambling in Spain, suitable for Spanish residents.
• Gamban: Device-level blocking software that prevents access to gambling websites and apps - www.gamban.com.
• BetBlocker: Free website and app blocking tool - www.betblocker.org.
• Bank-level blocks: Many UK banks allow customers to switch on gambling transaction blocks. Check your bank's mobile app or website for details.

Confidentiality and Professional Help

The services listed here are independent from plazaroyell.com. They are experienced in dealing with gambling-related issues and operate under strict confidentiality rules. Contacting them will not affect your legal rights with Plaza Royal or with AG Communications Limited, and in many cases you can remain anonymous.

If you are in immediate danger or feel at risk of harming yourself or others, please contact emergency services or your local crisis helpline without delay.

Help for Family

Gambling-related harm affects not only the person who gambles, but often their family, partners, and close friends. If you are worried about someone using plazaroyell.com or any other gambling service, the following guidance may help you approach the situation safely and constructively.

Talking to Someone About Their Gambling

• Choose the right moment: Speak when the person is sober, calm, and not currently gambling. Avoid confronting them immediately after a loss or during a stressful situation.
• Use non-judgmental language: Focus on how you feel ("I am worried", "I have noticed") rather than accusations ("You always", "You never"). This reduces defensiveness and supports honest dialogue.
• Share specific observations: Mention concrete examples, such as missed events, financial issues, or mood changes, rather than general criticism.
• Offer support, not control: Encourage them to seek help, use gambling blocks, or set limits, but recognise that only they can decide to change their behaviour.
• Respect your own boundaries: Be clear about what you can and cannot do (for example, not lending more money), and ensure that your own financial and emotional wellbeing are protected.

Support Resources for Families and Friends

• GamCare: Offers support for affected others via the National Gambling Helpline (0808 8020 133) and online chat - www.gamcare.org.uk.
• Gam-Anon: Support groups for people affected by someone else's gambling - www.gam-anon.org.
• Gambling Therapy family forums: Online forums and resources tailored for families and friends - www.gamblingtherapy.org.
• Local counselling and debt advice: Organisations such as StepChange Debt Charity (www.stepchange.org) and Citizens Advice can help manage the financial impact of gambling.

Recommended Next Steps for Families

1. Seek professional advice: Consider speaking to your GP or a mental health professional about stress, anxiety, or relationship difficulties linked to gambling.
2. Protect family finances: Review joint accounts and consider measures such as separate accounts, spending limits, or banking gambling blocks where appropriate.
3. Encourage responsible gambling tools: Support the person in using deposit limits, Time-Out, self-exclusion, and GAMSTOP, but do not take on responsibility for managing their accounts.
4. Look after yourself: Use dedicated family support groups and counselling services so that you have a safe space to talk and receive guidance.

Operator's Commitment

Plaza Royal at plazaroyell.com is operated in the UK by AG Communications Limited, company number C48328, licensed and regulated by the United Kingdom Gambling Commission under account number 39483. As part of our regulatory obligations and corporate values, we are committed to reducing gambling-related harm and promoting safer play.

Internal Risk Checks and Behaviour Monitoring

• Behavioural analysis: We monitor gameplay data to identify patterns that may indicate increased risk, such as frequent large deposits, rapid escalation of stakes, very long sessions, or repeated attempts to cancel withdrawals (where permitted).
• Affordability and source-of-funds checks: In line with UKGC guidance and past AML findings relating to AG Communications Limited, we may ask for documents to verify your income, occupation, and source of funds, particularly when your spending reaches certain thresholds.
• Account flags and restrictions: If we detect risk indicators, we may place temporary restrictions on your account (e.g. deposit limits, blocks on certain products) while we review the situation or contact you.
• Age and identity verification: We perform mandatory KYC checks to confirm that customers are at least 18 years old and are who they claim to be, as a core part of our responsible gambling and anti-money laundering framework.

Proactive Communication with Players

Our safer gambling team may proactively contact you if risk patterns are detected. This may occur, for example, when:

• We observe a sudden and significant increase in your deposits or stakes.
• You make multiple deposits in a short time or repeatedly chase losses.
• Your account shows extended play without breaks, especially during night-time hours.
• We identify unusual payment behaviour, chargebacks, or use of multiple payment methods.

When we contact you, our aim is to:

• Discuss your gambling in a supportive, non-judgmental way.
• Provide information about safer gambling tools and external support services.
• Agree on appropriate steps, which may include setting limits, applying a Time-Out, or initiating self-exclusion.

In some circumstances, we may decide to impose limits or close an account to comply with our obligations, even if you do not request this.

Dispute Resolution and Player Protection

• Internal complaints process: If you have concerns about how we have handled safer gambling or any other matter, you can raise a complaint via our customer support team. We will investigate and respond within a reasonable timeframe, in accordance with our complaints procedure.
• Alternative Dispute Resolution (ADR): For disputes that cannot be resolved directly, Plaza Royal has appointed an independent ADR body, IBAS (Independent Betting Adjudication Service). Website: www.ibas-uk.com.
• Regulatory oversight: The United Kingdom Gambling Commission supervises our activities. You can view our licence details on the UKGC public register at www.gamblingcommission.gov.uk/public-register.

Updates

Responsible gambling standards, regulatory requirements, and internal procedures may change over time. Plaza Royal will update this page on plazaroyell.com whenever there are significant changes to our tools, policies, or legal obligations relating to safer gambling.

How You Will Be Notified

• Website updates: The most current version of this Responsible Gaming page will always be available on plazaroyell.com. We recommend that you review it regularly.
• On-site messages: For important changes, we may display banners, pop-ups, or notifications within your account, particularly when you log in or attempt to deposit or play.
• Email communications: Where appropriate, we may send information about material changes to your registered email address, subject to your communication preferences and our regulatory obligations.

Any changes will apply from the date stated on the page, unless otherwise specified in our terms and conditions.

Last updated: 6 November 2025.

Contact & Feedback

If you have questions, need support, or wish to provide feedback about responsible gambling on plazaroyell.com, we encourage you to contact us. Our customer support and safer gambling teams are trained to handle such queries sensitively and confidentially.

Responsible Gaming Contact Channels

• Email: You can contact our support team using the email address provided in the "Contact Us" or "Help" section of plazaroyell.com. Please include "Responsible Gambling" in the subject line so that your query can be directed to a trained specialist.
• Telephone (where available): If a telephone number is provided on the site for UK customers, you may call and request to speak with an agent trained in responsible gambling support.
• Live chat (if offered): Use the live chat function on plazaroyell.com and state that your query relates to responsible gambling, limits, or self-exclusion.

Feedback and Self-Control Request Form

For convenience, the following feedback form illustrates the type of information you may be asked to provide when requesting support with safer gambling. The exact format may differ on the live site.

Name (optional):

Registered e-mail address:

Request type:
Information about responsible gambling tools Request to set or adjust limits Request Time-Out Request self-exclusion General feedback or concern

Details of your request or concern:

I confirm that the information provided is accurate to the best of my knowledge and that I understand how Plaza Royal will use it to support my responsible gambling request.

Submit request

We review responsible gambling requests as a priority. In some cases, we may need to contact you for additional information or to explain the options available (for example, setting stricter limits, applying Time-Out, or initiating self-exclusion). Our goal is to work with you to ensure that your experience with plazaroyell.com remains safe, fair, and enjoyable.