Responsible Gambling

Responsible gambling at Lucki

Pokies are entertainment, not a way to make money. Lucki provides tools so you can set boundaries before you play, not after a session has gone further than you planned. This page explains what each tool does and how to turn it on.

Everything here is about staying in control of your time and your money. None of it is a punishment or a judgement. It is simply good practice, the same way you'd set a budget before a night out.

Who this page is for

This page is for every player, not just people who feel they have a problem. Setting a deposit limit before your first session is as sensible as checking the rules of a pokie before you spin. It is strictly for adults aged 18 and over.

Self-exclusion and how it works

Self-exclusion lets you lock yourself out of your Lucki account for a period you choose, or indefinitely. It is the strongest tool on this page, intended for when you need a complete break rather than a reduced limit.

How to request it

1. Contact Lucki support and ask for self-exclusion, stating the period you want (for example 30 days, 6 months, or permanent).
2. Confirm your identity so the exclusion is applied correctly to your account and cannot be reversed by mistake.
3. Your account is suspended for the agreed period. You will not be able to log in, deposit, or receive marketing messages during this time.
4. If you chose a fixed period, reactivation is not automatic once it ends. You need to contact support again and confirm you wish to return.

What self-exclusion does not do

Self-exclusion only applies to your Lucki account. It does not register you with any national self-exclusion scheme and does not close accounts you may hold elsewhere. If you want a broader break, consider pairing it with support from Gambling Help Online.

Safer gambling tools available

Each tool below targets a different part of your play: how much you spend, how much you lose, how long you play, and whether you need a full break. Use one or combine several.

Limits apply going forward from the moment you set them. Lowering a limit can usually take effect straight away. Raising a limit or removing one entirely takes effect after a cooling-off period, so you cannot undo a limit the moment you feel like playing more.

Setting a limit on your account

Setting a limit takes a few minutes and gives you a clear boundary before you start playing. Follow these steps:

1. Log in to your Lucki account and go to account settings.
2. Choose the type of limit you want: deposit, loss, or time-based.
3. Pick the period it applies to, such as daily, weekly, or monthly.
4. Enter an amount or duration you are comfortable with, based on money you can afford to lose.
5. Confirm the limit. If the option isn't visible in your account, contact support and they will apply it for you.
6. Review your limit regularly and adjust it down any time you feel it's set too high.

Decide your limit before you deposit, not during a session. A good rule is to set the amount you'd be comfortable losing on a night out and nothing more.

Recognising the warning signs

Problem gambling can develop gradually, so it helps to know what to watch for in your own play or in someone close to you.

Signs in your own play

• Chasing losses by depositing more to try to win back what you've lost.
• Spending more time or money than you planned, on a regular basis.
• Using money set aside for bills, rent, or essentials to fund play.
• Feeling anxious, irritable, or preoccupied with pokies between sessions.
• Hiding the amount of time or money spent from family or friends.
• Borrowing money or selling things to keep playing.

Signs in someone else

• Withdrawing from family, friends, or usual activities.
• Sudden financial stress, unexplained debts, or secrecy about money.
• Mood swings tied to wins and losses, or defensiveness about time spent online.

Noticing one or two of these doesn't automatically mean there's a problem, but a pattern building over time is worth acting on early, using the tools above or the support services below.

Where to get help locally

Free, confidential support is available to anyone in Australia affected by gambling, whether it's your own play or someone else's.

• Gambling Help Online: 1800 858 858, available 24/7, at gamblinghelponline.org.au. Phone counselling, online chat, and resources for gambling specifically.
• Lifeline: 13 11 14, for crisis support and emotional distress at any hour.

These services are free, confidential, and independent of Lucki. You can use them whether or not you decide to set limits or self-exclude on your account, and you do not need to be in crisis to call.

Our commitment

Lucki is strictly for players aged 18 and over. We do not market to minors and we encourage every player to treat pokies as entertainment with a budget, not as a source of income. T&Cs apply to all limit and exclusion tools and these are subject to change.

FAQ

How do I set a deposit limit on my Lucki account?

Go to account settings and select deposit limit, then choose daily, weekly, or monthly and enter your amount. If the setting isn't visible, contact support and they'll apply it to your account directly within your session.

Can I reverse self-exclusion early if I change my mind?

No. Self-exclusion runs for the full period you select, whether fixed-term or permanent, and cannot be reversed early. This delay is intentional, giving you a genuine break rather than a limit you can undo on impulse.

What happens to my balance if I self-exclude?

Contact support when requesting self-exclusion to confirm how any existing balance is handled. Raise this at the same time as your exclusion request so it is addressed before your account is suspended.

Does setting a loss limit affect deposits I've already made?

No. A loss limit applies to losses going forward from the moment it's set, not to past activity. It caps how much you can lose over the period you choose, regardless of how much you've already deposited.

Is Gambling Help Online only for people with a serious problem?

No. Gambling Help Online supports anyone with questions about their play, family members, or people wanting general advice on limits, not only those in crisis. Call 1800 858 858 any time, day or night.

Can someone else request self-exclusion on my behalf?

No. Self-exclusion must be requested by you directly, with identity confirmation, to ensure it is genuinely your decision. If you're worried about someone else's play, Gambling Help Online can advise on how to approach that conversation.