SAFER GAMBLING FAQS

Find answers to common questions about our safer gambling initiatives, player protection measures, and available support services. If you need further assistance, our team is always on hand to help.

FAQS

What is MERKUR 360?

MERKUR 360 is our dedicated safer gambling programme, developed in collaboration with experts like G4 and GamCare. It focuses on staff training, player protection tools, and responsible gambling initiatives to ensure a safe gaming environment.

What self-exclusion options do you offer?

We support several self-exclusion schemes:

Bacta: Excludes you from Adult Gaming Centres, including our venues.
SENSE: Excludes you from all UK land-based casinos.
The Bingo Association: Excludes you from all licensed land-based bingo premises
GAMSTOP: Excludes you from all UK online gambling sites.

Our staff can assist in finding the best option for you.

What should I do if I think I have a gambling problem?

If gambling is negatively affecting your life, support is available. You can call GamCare’s National Helpline at 0808 8020 133 for free, confidential advice, or speak to a member of our team for guidance on setting limits or self-exclusion.

How does MERKUR help players stay in control?

We provide responsible gambling messaging, in-venue resources, and player protection tools such as self-exclusion, limit-setting advice, and access to support services. Our trained staff are always available to offer guidance.

How are your staff trained to promote safer gambling?

Our teams undergo mandatory specialist training on recognising problem gambling, engaging with at-risk players, and understanding gambling laws. Regular refresher courses ensure they stay up to date with the latest responsible gambling practices.

What is the Think 25 policy?

Think 25 is our strict age verification policy requiring anyone who looks under 25 to show valid photographic ID before entering our over-18 areas. This helps prevent underage gambling and ensures compliance with UK law.

What are the key principles to staying safe when Gambling?

Only gamble with money you can afford to lose
Set limits on time and spending
Take regular breaks
Never chase losses
Remember, gambling should be fun, not a way to make money

Where can I find safer gambling information in your venues?

You can find leaflets, posters, and responsible gambling messaging throughout our venues, including private areas like toilets. Our team is also available to provide information and support whenever needed.

What should I do if I’m worried about a friend or family member’s gambling?

If you’re concerned about someone’s gambling habits, encourage them to seek help through GamCare (0808 8020 133) or speak to one of our team members for advice on available support options.

How can I contact someone for more help?

For immediate support, call GamCare’s National Helpline at 0808 8020 133. If you have concerns while in one of our venues, speak to a staff member—they’re trained to help and can direct you to the right resources.

PLAY SAFER

WITH MERKUR

Although gambling and gaming should be enjoyed as a recreational activity, it can cause a problem for a minority of players. We aim to prevent problem gambling and underage access to our venues while simultaneously providing a friendly and entertaining gambling experience for our players. As a responsible gambling operator, the well-being of our players is of utmost importance.

Find out more