ImperialWins Responsible Gaming

Age Verification and Account Eligibility

We only allow adults to open an account with us. The minimum age to play at Imperial Wins is 18, rising to 21 for players in Estonia, or the legal age of majority in your own jurisdiction if that is higher. We verify this as part of our know-your-customer process, which we run on every depositing player and which is triggered once cumulative financial transactions reach EUR 2,000. Where we ask you for documents, we request that you provide them within seven days so we can keep your account active and your withdrawals moving.

Our ImperialWins verification process exists to protect minors and vulnerable individuals from accessing real-money gaming, and we take breaches of this rule extremely seriously. If we discover that an underage person has registered, we close the account immediately. This is checked at every ImperialWins login and during registration.

Who Cannot Register With Us

• Anyone under the applicable minimum age in their jurisdiction
• Current or former employees of our company, our affiliates, licensees, distributors, subsidiaries, advertising or promotional agencies, media partners and retailers within the past three years
• Immediate family members of the individuals listed above
• Players attempting to hold more than one account per person, household, address, e-mail, payment method or device
• Anyone located in a country we do not serve, as determined at our sole discretion

Tools to Help You Stay in Control

We give every player at ImperialWins access to a set of practical tools designed to keep gaming enjoyable and manageable. You'll find these options in your account settings, and our support team is always ready to walk you through them if you need help.

Deposit Limits

You can set daily, weekly or monthly deposit limits on your Imperial Wins account at any time. Once a limit is in place, we won't let you deposit beyond it, and any reduction takes effect immediately. If you ever want to increase a limit, we apply a cooling-off period before the higher limit becomes active, giving you time to reconsider.

Withdrawal Limits

Our withdrawal structure is built with responsible play in mind. We cap winnings withdrawable in a single day at EUR 100,000 or the equivalent, calculated 00:00 to 23:59 GMT, and we apply a separate monthly withdrawal limit shown on your own Withdrawal Limits page. These caps may be raised for certain promotions, and progressive jackpot winnings are exempt from them, though they may take up to fourteen additional days to process.

Time-Outs and Cool-Off Periods

If you feel you need a short break, our ImperialWins platform lets you activate a temporary time-out, locking your account for a period of your choosing. This gives you space to step back without having to close your account permanently.

Self-Exclusion

For players who need a longer-term solution, we offer self-exclusion. Once activated, your account is closed for real-money play for the period you select, and we will not send you marketing communications during this time. A self-excluded account can still contact our support team to request its balance, so you're never cut off from funds that belong to you.

Recognising the Signs of Problem Gambling

We encourage every player at Imperial Wins to check in with themselves regularly. Gaming should be entertaining, not stressful, and we've listed some warning signs below that we hope you'll take seriously if you notice them in yourself or someone close to you.

• Spending more money or time on gaming than you originally intended
• Chasing losses by depositing again to try to win back money already lost
• Borrowing money or selling belongings to fund gaming
• Neglecting work, relationships or responsibilities because of gaming
• Feeling anxious, irritable or unable to relax when not playing
• Lying to family or friends about the amount of time or money spent gaming

If any of this sounds familiar, we at ImperialWins genuinely want you to reach out to our support team or to one of the independent organisations listed below. Asking for help is never something to be embarrassed about.

Independent Support Organisations

We work alongside, and encourage our players to contact, independent bodies that specialise in gambling support. These organisations are separate from Imperial Wins and offer confidential, professional advice.

• GamCare - free information, support and counselling
• BeGambleAware - independent advice and self-assessment tools
• Gambling Therapy - free online support in multiple languages
• Gamblers Anonymous - peer support groups

How We Handle Your Complaints

We take complaints related to responsible gaming particularly seriously at ImperialWins. You can submit a complaint through our support team by e-mail, live chat, or our official Complaint Submission Form, provided you are the registered account holder and submit within six months of the incident. Our Complaints Management Team acknowledges and investigates escalated complaints, targeting a final response within four weeks, extendable once by up to four more weeks. Responsible-gaming complaints specifically are prioritised, with a target of five business days, extendable by up to two weeks.

Where we've issued a final response or a deadlock letter and you remain unsatisfied, you can refer the dispute free of charge to the independent ADR provider CADRE. If you suspect a regulatory breach, the Curacao Gaming Authority can also be contacted through its own complaints channel, though it does not mediate individual disputes directly.