Responsible Gambling

1. Our principles

We are licensed by the Office of Liquor and Gaming Regulation in Queensland, and we operate under the national and state codes that apply to Australian online wagering. Beyond the letter of those codes, we hold ourselves to five principles:

• Pre-commitment comes first. You set a deposit limit before you can make a deposit, not after.
• No inducements. We do not offer sign-up bonuses, referral rewards or any incentive to bet more.
• No credit. We do not lend, we do not accept credit cards, and we do not accept a bet that is not covered by cleared funds.
• No pressure. No countdown offers, no "last chance" messaging, no attempt to reactivate an account that has gone quiet.
• Acting on a request means acting. A request to close, restrict or exclude is carried out without asking you to justify it and without an offer designed to talk you out of it.

2. Understanding the odds

Every market we price contains a margin. Over time, that margin means the operator wins and the customer loses — that is how the business works, and no system, tip or staking plan changes it. Past results do not predict future ones, and a losing run is not "due" to end. If you are betting to recover money you have already lost, the mathematics is working against you, not for you.

3. Deposit limits and pre-commitment

A deposit limit caps the total amount you can move into your betting account over a chosen period. It does not limit how much you bet with money already in the account, and it does not limit what you can withdraw. Its purpose is to make the decision about money once, calmly, rather than repeatedly in the middle of a card. It is compulsory at sign-up: you cannot skip the step.

You can hold one limit at a time. A useful test: pick the number you would be comfortable telling someone who relies on your income, and set that.

Changing a limit

• Decreasing takes effect immediately. If you have already deposited more than the new limit in the current period, no further deposits are accepted until the period resets.
• Increasing is held for seven days before it applies. During that time the old limit stays in force, and you can cancel the increase at any point. We do not send a reminder to complete an increase.
• Removing a limit is treated as an increase and is subject to the same seven day wait.

When the limit is reached

Deposits are declined and a message explains why and when the period resets. We do not offer an alternative payment route, and our staff cannot override a limit for you. You are still able to bet with funds already in the account, to withdraw, and to use every other part of the site. We will not prompt you to raise a limit, and we will not treat a reached limit as a reason to contact you with an offer.

Set or change your limit

4. Other tools on your account

Activity statements

Your account shows deposits, withdrawals, bets and net position for any period you choose. We also send a written activity statement at least every twelve months, and on request at any time. Looking at the net figure rather than the individual wins is usually the most honest picture available.

5. Taking a break and self-exclusion

Take a break

A break locks the account for a period you choose between one day and six weeks. You cannot log in to bet, and you will not receive marketing during that time. Any bets already placed still settle, and your balance stays where it is until the break ends or you ask us to pay it out. A break cannot be shortened once it starts.

Self-exclusion from UPCOZ

Self-exclusion closes your account for a minimum of six months, or permanently if you choose. Once it is applied:

• the account is closed and cannot be reopened during the exclusion period, by you or by us;
• all marketing stops, and your details are removed from every campaign list;
• any balance is returned to you, less the settlement of bets already placed;
• we take reasonable steps to detect and close any new account you attempt to open in that period;
• at the end of the term the exclusion does not lapse automatically — you must contact us and ask, and there is a cooling-off period before an account can be reopened.

To self-exclude, email support@upcoz.co from the address on your account with the word "self-exclusion" in the subject, or use the account closure controls when logged in. We act on the request when we receive it — we do not call to talk you out of it, and we do not make an offer to keep you.

How we enforce an exclusion

Excluded records are matched on name, date of birth, address, email, phone number and payment details. If a new registration matches an exclusion we close it, void bets placed on it and return deposits, less any winnings paid on those bets. Attempting to circumvent an exclusion is a breach of our Terms and Conditions.

BetStop — the National Self-Exclusion Register

BetStop is a free Australian Government service and the strongest option available. One registration blocks every licensed online and phone wagering provider in Australia at once. While you are registered, no provider may open an account for you, accept your bets, or send you marketing. Terms run from three months to lifetime and cannot be shortened. Register at betstop.gov.au or call 1800 238 786. We check the register before opening any account and before accepting bets, as our licence requires.

Register with BetStop

What happens to your money

Your balance belongs to you. When an exclusion is applied we settle any open bets under the normal rules and pay the remaining balance to the account you deposited from, or to a bank account in your own name. We do not hold funds as an inducement to return, and we do not charge a fee for closing.

6. Signs worth taking seriously

Harm rarely announces itself. These are the patterns most often reported by people who later sought help:

• Betting more, or more often, to feel the same interest.
• Chasing losses, particularly late at night or after a big loss.
• Betting with money set aside for rent, bills, food or family.
• Borrowing to bet, or hiding the extent of betting from people close to you.
• Feeling restless, irritable or low when you cannot bet.
• Betting to escape stress, boredom, grief or conflict.
• Time spent betting displacing work, study, sleep or relationships.

If several of these are familiar, the tools above exist for exactly this situation, and the services below are free.

7. Where to get help

8. Family and friends

If someone close to you is gambling in a way that worries you, the services above will speak to you too — you do not need the gambler's permission and you do not need to name them. You can also ask us to stop sending marketing to an account holder, and we will act on that request. We cannot close another adult's account or disclose their information to you, but we can tell you what options exist and how BetStop works.

9. Protecting minors

Betting is restricted to people aged 18 and over. Age is verified against identity records before an account can be funded, and it is an offence to bet on behalf of a minor. If you share a device, consider filtering software such as Net Nanny or Qustodio, and keep your account credentials to yourself. Anyone who suspects a minor is using an account should tell us immediately at support@upcoz.co.

10. Our staff and our systems

Everyone who deals with customers completes responsible gambling training before they start and refresher training each year. Our systems flag patterns associated with harm — sharp increases in deposit frequency, repeated failed deposits, betting through the night, or repeated limit-increase attempts — and a trained person reviews the account. Where we believe continued betting is harming you, we will contact you, and we may restrict or close the account.

11. Advertising and marketing conduct

We do not advertise where the audience is primarily under 18, we do not present betting as a way to achieve financial security, and we do not link gambling to success in life or sexual attraction. Every marketing message carries a responsible gambling tagline and a means of opting out. More detail is on our advertising code page.

12. Complaints about this policy

If you believe we have not met these commitments, tell us through our complaints process. You may also raise the matter directly with the Office of Liquor and Gaming Regulation in Queensland.