Self-Exclusion

The present Self-Exclusion Policy has been last updated on October 5th, 2025 and approved by the Island Lukkly B.V. Executive Management. 

Island Lukkly B.V. is committed to ensuring that gambling remains a safe and enjoyable form of entertainment.

This Self-Exclusion Policy outlines how players can take a voluntary break from gambling across all Island Lukkly brands and how we process, enforce, and protect the data of self-excluded players in line with:

• the Curaçao Gaming Authority (CGA) Responsible Gaming Guidelines (2024–2025), 
• the EU General Data Protection Regulation (GDPR), and 
• applicable AML and consumer protection standards.

Self-exclusion is designed as a protective measure, not a penalty. Our goal is to help players regain control and minimize gambling-related harm.

2. WHAT IS SELF-EXCLUSION

Self-exclusion allows you to voluntarily block access to your gaming account for a chosen period.

Once activated, you will be unable to log in, deposit, or play until the exclusion period ends.

All outstanding balances remain available for withdrawal.

During the exclusion period:

• You will not receive marketing or promotional materials from us. 
• You will be excluded from Island Lukkly B.V. brands and associated platforms. 
• Your access to gaming systems and bonuses will be disabled. 

3. TYPES OF EXCLUSION AVAILABLE

We provide several self-exclusion options depending on your personal needs:

• Temporary (Short-Term) Exclusion: allows you to take a short break from gaming. The duration can range from 24 hours up to 6 months. During this period, your account remains inactive and cannot be re-opened. 
• Long-Term Exclusion: for players who wish to restrict their access for an extended period, typically from 6 months up to 5 years. Re-activation is only possible after a written request and a mandatory “cool-off” period of 7 days following review by our Responsible Gaming team. 
• Permanent Self-Exclusion: intended for individuals who wish to stop gambling completely. Once applied, this exclusion is irreversible, and any future registration attempts will be blocked across all associated brands operated by Island Lukkly B.V. 
• Product-Specific Exclusion: you may request to block access to specific game types (for example, slots, live casino, or bonuses) while retaining access to other sections of the Website.

All exclusion requests can be submitted via support@lukkly.com. 

4. HOW TO REQUEST SELF-EXCLUSION

Players may activate self-exclusion through any of the following channels:

• Email Request: Send an email to support@lukkly.com or responsible@lukkly.com, clearly stating your full name, date of birth, registered email, and the reason for self-exclusion request (optional). 
• Customer Support Chat:  contact our live support and verify your identity to request exclusion.

Once received, the request is verified by our Responsible Gaming Team and applied within 24 hours.

5. EFFECT OF SELF-EXCLUSION

• All access to your account will be disabled. 
• Any pending bonuses or promotions will be cancelled. 
• Remaining balances will be paid out upon request, subject to standard AML checks. 
• You may not create or register new accounts during the exclusion period. If detected, such accounts shall be closed immediately.

CGA requires operators to take reasonable steps to prevent circumvention, including device and payment-method checks.

6. MARKETING AND COMMUNICATION BLOCKING

From the moment self-exclusion is activated:

• Your contact details will be added to a Do-Not-Contact list. 
• You will stop receiving promotional messages (email, SMS, push, or social). 
• We will not reactivate marketing without explicit written consent after the exclusion period ends. 

This measure complies with Article 4.3 of the CGA RG Framework and GDPR Article 21 (Right to Object to Marketing).

7. EARLY TERMINATION AND RE-ACTIVATION

Early termination is not permitted under any circumstances.

At the end of the exclusion period:

• You must submit a written reactivation request to support@lukkly.com. 
• A cool-off interview or welfare check will be conducted by our Responsible Gaming Officer (RGO). 
• Reactivation occurs only after 24-hour reflection period post-approval. 

If the RGO believes reactivation may cause harm, we may extend the exclusion and recommend professional help.

8. DATA HANDLING AND PRIVACY

We treat all self-exclusion data as confidential and sensitive.

• Information is stored securely in a restricted database, accessible only to the Responsible Gaming Team. 
• Records are retained for at least five (5) years after expiry, per CGA audit rules. 
• Data may be shared with regulators or other licensed operators only for responsible gaming purposes. 
• Processing is based on Article 6(1)(c) (legal obligation) and Article 9(2)(g) (public interest) of the GDPR.

For further details please see our Privacy Policy.

9. COMPANY-INITIATED EXCLUSION (INTERVENTION EXCLUSION)

In addition to voluntary self-exclusion, Island Lukkly may impose an operator-initiated exclusion if:

• Player behaviour indicates signs of problem gambling, financial distress, or potential harm. 
• Risk monitoring systems detect concerning patterns (e.g., deposit spikes, multiple failed limits). 
• The player ignores previous Responsible Gaming outreach attempts.

In such cases, we will notify you in writing and apply exclusion for your protection.

10. SEEKING PROFESSIONAL HELP

If you feel gambling is causing harm, please reach out for support:

• <a href="https://www.gamblersanonymous.org">Gamblers Anonymous</a>&nbsp;
• <a href="https://www.gamcare.org.uk">GamCare</a>&nbsp;
• <a href="https://www.gamblingtherapy.org">Gambling Therapy</a>&nbsp;
• Curaçao Problem Gambling Helpline: +5999 724 0540&nbsp;

We can assist you in connecting with certified counsellors or support groups.

11. MONITORING, AUDIT, AND REPORTING

• All self-exclusion and intervention cases are logged and reviewed by the Responsible Gaming Officer (RGO).&nbsp;
• Data is compiled for annual reporting to CGA as part of our Responsible Gaming compliance review.&nbsp;
• Internal audits verify adherence to procedures and player protection standards.&nbsp;

12. CHANGES TO THE PRESENT POLICY

Lukkly Casino may update this Policy to reflect legal, regulatory, or operational changes.

Any substantial updates will be announced via email or website notice.

The most current version is always available at lukkly.com/self-exclusion.

13. CONTACT

For questions or assistance related to self-exclusion, please contact our Team at: support@lukkly.com. All inquiries are handled confidentially by Lukkly Casino specially trained personnel.