Play Safe With Us

Pokies should stay a bit of fun, never a bill you can't pay. This page sets out every tool we've built into your Mad Casino account and every free support service available in Australia.

Our Commitment to You

Wellbeing comes first

We launched Mad Casino in 2025 with one rule baked into the licence: the player comes before the profit. Every member of our support team is trained to spot signs of distress and to respond with help, not upsells.

Our systems monitor play patterns around the clock. If your deposits jump sharply or your sessions stretch past what's normal for you, we'll send a private check-in message. We never share these observations with anyone outside our responsible gaming team, and no promo material is sent to accounts flagged as at-risk.

Know the Warning Signs

Problem gambling rarely announces itself. It creeps in through small habits, so we'd rather you know what to look for, in yourself or someone you care about.

• Chasing losses with bigger bets to win money back
• Playing longer than you planned, over and over
• Hiding your play from family, friends or your partner
• Borrowing money or using bill funds to keep playing
• Feeling irritable, anxious or restless when you can't play
• Neglecting work, study or sleep because of gambling
• Lying about how much time or money the pokies are costing
• Gambling to escape stress, sadness or boredom rather than for fun

Tools You Can Set Today

Every tool lives in one place

Open your profile, tap Responsible Gaming, and every control below is at your fingertips. Each takes under a minute to activate, and all of them apply instantly to your whole account.

• Deposit limit: caps how much you can load per day, week or month.
• Loss limit: stops play once your net losses reach a figure you set.
• Wagering limit: restricts total bet amounts over a set period, regardless of outcome.
• Session reminder: a reality-check pop-up every 15, 30 or 60 minutes telling you how long you've played and where your balance sits.
• Session timeout: forces a log-out after a chosen period, from 15 minutes upward.
• Cooling-off period: a short break of 1 to 30 days, after which your account reopens automatically.
• Self-exclusion: a firm, longer break we'll honour without exception. Details below.

How Self-Exclusion Works

Choose the break that fits

Self-exclusion locks your account for a fixed period. During that window you cannot log in, deposit, or open a new account with us. Our team also removes your details from all marketing lists on day one.

Your balance and open bets

Any funds in your balance remain yours and are returned via your original withdrawal method. Bets already settled settle as normal; any bet in play at the moment of exclusion is voided and refunded.

Reactivation after 24 hours, 7 days, 30 days or 6 months isn't automatic. You'll need to contact [email protected] and confirm in writing that you want to return. We then hold a 24-hour cooling window before reopening, and every limit you had stays in place. Permanent exclusions are exactly that: we will not reopen the account.

Keeping Kids Off Pokies

18+ only, verified

Mad Casino is strictly for players aged 18 and over. Our KYC process requires ID, proof of address and payment verification, so every account holder is age-checked, not just suspected. If an age check fails, the account closes and any funds are returned.

Children can find gambling sites on shared family devices. We back every parent in blocking access before that happens. Free tools such as Betfilter, Gamban and parental controls built into Windows, macOS, iOS and Android let you lock madcasino-pokies.com and all other gambling sites on every device in your home. Never leave a session open where a child can reach it, and never let a minor use your account, even to watch.

Free Help Across Australia

You don't have to work through this alone, and asking for help costs nothing. These Australian services are free, confidential and open right now.

• Gambling Help Online — 1800 858 858, gamblinghelponline.org.au, 24/7 phone counselling plus live web chat
• Gambling Help Queensland — 1800 858 858, gamblinghelpqld.org.au, statewide support and face-to-face referrals
• Lifeline — 13 11 14, lifeline.org.au, 24-hour crisis counselling if gambling has you at breaking point
• Salvo Care Line — 1300 363 622, salvationarmy.org.au, practical and financial counselling

Talk to Our Team

Our support desk runs 24/7, and any agent can walk you through limits, cooling-off or self-exclusion in minutes. Reach us via live chat on the site or email [email protected] with the subject line "Responsible Gaming" and your request goes straight to our trained wellbeing team.

If you tell us you're struggling, we will not try to talk you out of a break. We'll ask what you need, set it up, and leave the door open for the free services above. There's no judgement here, and there never will be.

Frequently Asked Questions

How do I set a deposit limit on my account?

Open your profile, choose Responsible Gaming, then Deposit Limit, and pick a daily, weekly or monthly cap. It applies immediately, and lowering a limit takes effect at once while raising one waits 24 hours.

Will I get my money back if I self-exclude?

Yes. Any balance is returned to your original withdrawal method, and any bet still in play when you exclude is voided and refunded.

Can I cancel a self-exclusion early?

No. We honour the full period you chose. For 24-hour to 6-month exclusions you must email [email protected] to confirm reactivation, and we then hold a 24-hour window before reopening. Permanent exclusions are never reopened.

Is Mad Casino available to under-18s?

No. We're strictly 18+, every account is age-verified through KYC, and accounts that fail verification are closed.

Who can I call for free help tonight?

Gambling Help Online on 1800 858 858 is free, confidential and staffed 24/7, with web chat at gamblinghelponline.org.au.