Responsible Gaming

Responsible gaming at Cocoa on cocoa-aussie.com means approaching online gambling as a form of entertainment, not a way to earn income or solve financial problems. The aim of this page is to help you make informed, conscious decisions about if, when and how you play, by explaining the risks, the tools available, and where to seek help.

Cocoa recognises that some players may experience harms related to gambling. Although SSC Entertainment N.V. operates from Curaçao and offers its Cocoa brand via cocoa-aussie.com without an Australian licence, we are committed to providing practical information, self-management tools and access to independent support services so that you can maintain control or step away altogether if needed.

If you are concerned about your gambling behaviour, or that of someone close to you, our support team can provide guidance on using limits, time-outs and self-exclusion options, and direct you to specialist organisations that offer confidential and professional assistance.

Risk Awareness

Gambling always involves financial risk and the possibility of psychological and social harm. Understanding early warning signs can help you act before your gambling becomes problematic.

Possible signs of gambling-related harm

• Increased time and money spent: You gamble more frequently, for longer sessions, or with higher stakes than you originally planned, and find it hard to stop once you start.
• Chasing losses: You continue betting to recover previous losses, raise your stakes after losing, or believe that a "big win" will fix your financial situation.
• Preoccupation with gambling: You think about the casino or your next session when you should be focusing on work, study, family or other responsibilities.
• Borrowing or using essential funds: You borrow money, sell possessions, use credit intended for bills or living costs, or hide financial information from others to fund gambling.
• Emotional changes: You feel anxious, irritable, guilty, depressed or unable to relax when you are not gambling, or you use gambling to escape unpleasant feelings.
• Relationship or work problems: Conflicts with family or friends, reduced performance at work or study, lateness, absences, or loss of interest in hobbies due to gambling.
• Loss of control: Repeated unsuccessful attempts to cut down or stop, or breaking self-imposed limits on time or money.

Self-assessment: quick personal check

Consider the following statements. Answer "yes" or "no" to each:

• I spend more time or money gambling than I can comfortably afford.
• I have tried to cut back on gambling but found it difficult or impossible.
• I gamble to escape worries, stress, loneliness or low mood.
• I feel restless or irritable when I cannot gamble.
• I have lied to family, friends or colleagues about how much I gamble or lose.
• I have borrowed money, used credit, or missed bills because of gambling.
• Arguments or relationship problems have arisen because of my gambling.

If you answered "yes" to one or more of these questions, it may indicate a risk of gambling-related harm. We strongly encourage you to consider using the limits and exclusion tools described below and to contact a professional support service listed in the Support Resources section.

Limits & Tools

Cocoa on cocoa-aussie.com provides a range of account-based tools designed to help you control your gambling. These tools are most effective when you set them before you start playing or as soon as you notice any worrying signs.

Deposit limits (daily, weekly, monthly)

1. Access your account: Log in to your Cocoa player account on cocoa-aussie.com and open the "My Account" or "Profile" area from the main menu.
2. Find the responsible gaming section: Select "Responsible Gaming", "Limits" or a similarly named option. On some interfaces this may appear under "Security & Limits".
3. Select deposit limits: Choose "Deposit Limits" and specify separate caps for:
   • Daily limit: For example, AUD 50 per day.
   • Weekly limit: For example, AUD 150 per week.
   • Monthly limit: For example, AUD 400 per month.
4. Enter amounts and confirm: Type the maximum amounts you can comfortably afford to lose within each period, review them carefully, and click "Save", "Confirm" or "Apply".
5. Effect of limits: Once the limit is reached for the relevant period, further deposits will be blocked until the period resets.
6. Changes to limits: Requests to lower your limits usually take effect immediately. Increases to limits, if permitted, may be subject to a cooling-off period (for example, 24 hours) before they are activated for your protection.

Time spent limits and session tools

• Session timer: Within the "Responsible Gaming" section of your account, you may enable a session timer. You can set a maximum continuous play session (for example, 30, 60 or 120 minutes). When the timer expires, you will receive an on-screen notification and may be logged out or asked to confirm whether you wish to continue.
• Reality checks: You can activate periodic reminders (for example, every 30 or 60 minutes) that show how long you have been playing during the current session and your net result. Use these reminders to pause, reassess your play and, where necessary, stop for the day.

Short breaks ("Time-Out")

If you feel the need for a brief pause without permanently closing your account, you can request a temporary "Time-Out" period.

1. Open the Time-Out option: Log in and go to "My Account" -> "Responsible Gaming" -> "Time-Out" or "Take a Break".
2. Select duration: Choose a fixed period, for example:
   • 24 hours (1 day)
   • 48 hours (2 days)
   • 72 hours (3 days)
   • Or another short period offered in the menu.
3. Confirm your choice: Read the information about what the Time-Out means (such as inability to deposit or play) and confirm your decision.
4. Consequences: During the Time-Out:
   • You will not be able to make deposits or place bets.
   • You may be prevented from logging in, or your access will be restricted to account management only (for example, viewing your balance or initiating withdrawals if technically allowed).
   • The Time-Out cannot usually be cancelled early; you must wait until the selected period ends.

Using limits and short breaks early - before gambling becomes a problem - is one of the most effective ways to keep your play under control.

Self-Exclusion

Self-exclusion is a stronger protective measure that blocks access to your Cocoa account on cocoa-aussie.com for a specified period or permanently. This tool is appropriate if you feel you are losing control of your gambling or have experienced repeated episodes of harm.

How to request self-exclusion

1. Log in (if possible): Sign in to your Cocoa account on cocoa-aussie.com. If you cannot log in, proceed directly to step 4 and contact support.
2. Navigate to Self-Exclusion: Go to "My Account" -> "Responsible Gaming" -> "Self-Exclusion" (the wording may vary; look for any "Self-Exclusion" or "Close Account" option).
3. Choose the exclusion period: Available options generally include:
   • Fixed-term exclusion (for example, 6 months, 1 year, 2 years or 5 years).
   • Indefinite or lifetime exclusion, which is intended to be permanent.
4. Confirm your decision: You may be asked to:
   • Read a clear warning about the consequences of self-exclusion.
   • Tick a box confirming that you understand the terms and that the decision is voluntary.
   • Click "Confirm", "Self-Exclude" or "Permanently Close Account".
5. Via customer support: If you cannot access the self-exclusion menu, you can contact support at [email protected] and request self-exclusion. For your protection, support may ask for additional verification information to ensure the request is genuine.

Consequences of self-exclusion

• Account access: Once self-exclusion is applied, you will not be able to log in, place bets or make deposits on cocoa-aussie.com under the excluded account. Attempts to open new accounts may be prohibited under the operator's internal policies.
• Marketing communications: Reasonable steps will be taken to stop sending you promotional emails or offers related to your excluded account.
• Existing balance and withdrawals:
  • In most cases, any withdrawable balance in your account at the time of self-exclusion should remain available for withdrawal, subject to standard verification procedures.
  • You may need to contact support to arrange withdrawal if you cannot access the account interface during exclusion.
  • Promotional or bonus balances may be treated according to the applicable bonus terms and conditions.
• Changes or early reopening:
  • Fixed-term self-exclusion generally cannot be cancelled before the end date.
  • Requests to lift a lifetime or indefinite exclusion, if accepted at all, would involve a strict review, identity checks and a mandatory cooling-off period before any reopening. For many players, lifetime exclusion is the safest permanent option.

Important legal and safety note for AU residents: Under the Australian Interactive Gambling Act 2001, Cocoa (operated by SSC Entertainment N.V. in Curaçao under licence number 8048/JAZ) is not permitted to offer online casino services to people in Australia. ACMA blocking request ACMA2023/567 identifies this operator as acting unlawfully in the Australian market. While Australian players are not currently penalised for using such sites, you have no protection under Australian consumer law or local dispute resolution schemes. Self-exclusion on cocoa-aussie.com is therefore a voluntary harm-minimisation measure only and does not create any statutory rights or obligations under Australian legislation.

Support Resources

If you are concerned about your gambling, or about the gambling of someone close to you, you do not have to handle it alone. Professional, confidential help is available both in Australia and internationally. Cocoa strongly encourages you to contact independent support services, especially because Cocoa operates offshore and outside the Australian regulatory protections that apply to locally licensed providers.

Local support for Australia

• National Gambling Helpline (Australia) - 1800 858 858
  • Phone: 1800 858 858 (free call within Australia)
  • Hours: 24 hours a day, 7 days a week
  • Services: Immediate crisis support, counselling, information and referral to local services.
  • Languages: English, with access to interpreter services for other languages upon request.
  • Website: www.gamblinghelponline.org.au, offering live chat, email support and self-help tools.
• Gambling Help Services - by State and Territory
  • Each Australian state and territory funds free, confidential gambling help services (phone, online chat, and face-to-face counselling). Access them via the national portal at gamblinghelponline.org.au or through your local health department website.
• Financial counselling (Australia)
  • Contact the National Debt Helpline on 1800 007 007 (Monday - Friday, extended business hours) or visit ndh.org.au for free, independent advice on managing debts related to gambling.

International support organisations

Self-exclusion schemes by country

In addition to the self-exclusion tools on cocoa-aussie.com, many countries operate centralised self-exclusion registers that cover all licensed operators in that jurisdiction. Examples include:

• United Kingdom - GamStop: A free national self-exclusion scheme for UK-licensed online gambling sites. Once registered, you cannot use gambling websites or apps run by companies licensed in Great Britain for the chosen exclusion period. Website: www.gamstop.co.uk
• Spain - RGIAJ (Registro General de Interdicciones de Acceso al Juego): A government-managed register that prevents registered individuals from accessing regulated gambling operators in Spain. Information is available through the Dirección General de Ordenación del Juego: www.ordenacionjuego.es
• Other EU and international schemes: Several countries (such as Italy, Denmark and some Canadian provinces) maintain similar exclusion registers. Check your local regulator's website for details.

Note for Australian players: Australian national and state self-exclusion registers generally apply to locally licensed operators only and may not cover offshore sites such as cocoa-aussie.com. However, signing up can still reduce your overall exposure to gambling opportunities.

Blocking apps and technical filters

Blocking software can help you restrict access to gambling websites and apps across your devices:

• Gamban: Subscription-based software that blocks access to a wide range of online gambling sites and apps on computers and mobile devices. Website: www.gamban.com
• BetBlocker: A free application that allows you to block access to online gambling sites and set restriction periods. Website: www.betblocker.org
• Parental controls and ISP tools: Many operating systems, routers and internet service providers offer content filters that can be configured to restrict access to gambling content.

Family and affected others

Gambling problems affect not only the person who gambles but also partners, family members, friends and colleagues. Dedicated support for affected others is available through:

• Gambling Help Online (Australia): Provides resources and counselling for partners and family members: dedicated affected others section.
• Gam-Anon: A fellowship for relatives and friends of people with a gambling problem, offering meetings and online resources: www.gam-anon.org
• Online forums and peer support: Many of the organisations listed above host moderated forums or group chats where you can share experiences and coping strategies safely.

All of the professional services referenced here are independent of Cocoa and SSC Entertainment N.V. They generally offer confidential support, subject to their own privacy and safeguarding policies.

Help for Family

If you are worried about someone else's gambling, you may feel unsure how to raise the issue without causing conflict. It is important to look after your own wellbeing while encouraging the person to seek help.

How to talk to someone about their gambling

• Choose a calm moment: Speak when neither of you is in the middle of a gambling episode or argument. A private, quiet setting helps.
• Use "I" statements: Focus on how their behaviour affects you and others, rather than accusing or blaming. For example: "I feel worried when I see how much time you spend gambling online."
• Be specific and factual: Mention concrete examples (missed bills, mood changes, secrecy) rather than general criticisms.
• Listen without judgement: Allow the person to share their perspective and feelings. Avoid labels such as "addict" during initial conversations.
• Encourage, do not force: Offer information about support services and self-exclusion options, but recognise that lasting change usually requires the person's own motivation.

Support resources for families and friends

• Gambling Help Online (Australia):
  • Website: www.gamblinghelponline.org.au
  • Offers articles, self-help tools and live chat specifically for affected family members.
• Gam-Anon:
  • Website: www.gam-anon.org
  • Provides meetings, both in-person and online, where you can share experiences safely with others in similar situations.
• Online forums and chats:
  • Services such as Gambling Therapy and Gambling Help Online host moderated forums and chat rooms where affected others can exchange peer support confidentially.

Recommended next steps

• Seek professional advice: Consider contacting:
  • A psychologist or psychotherapist experienced in addiction and family dynamics.
  • Your general practitioner (GP), who can provide referrals to specialist services.
  • National or state gambling help lines (such as 1800 858 858 in Australia) for practical guidance.
• Protect your finances: Review shared accounts, consider separating finances where appropriate, and seek independent financial counselling (for example via the National Debt Helpline at 1800 007 007).
• Set clear boundaries: Decide what you can and cannot do (for example, not lending money to fund gambling or not covering gambling-related debts), and communicate these boundaries calmly but firmly.
• Look after your own wellbeing: Engage in activities that reduce stress, maintain social support, and seek counselling for yourself if needed, even if the person who gambles is not yet ready to change.

Operator's Commitment

SSC Entertainment N.V., operating Cocoa via cocoa-aussie.com from Curaçao, acknowledges that responsible gaming measures are essential even where local regulatory frameworks are limited or, in the case of Australia, where the service is not lawfully permitted. While Cocoa's licence number 8048/JAZ is issued under Antillephone N.V. in Curaçao and public verification of this licence has been inconsistent, Cocoa sets out the following internal commitments to harm minimisation.

Internal risk checks and monitoring

• Behavioural analysis: The operator may monitor account activity for patterns that can indicate elevated risk, such as:
  • Rapid, repeated deposits within short time frames.
  • Extended sessions without breaks.
  • Frequent reversed withdrawals or attempts to cancel withdrawals.
  • Repeatedly hitting or attempting to exceed deposit limits.
• Automated notifications: Where certain thresholds are reached, players may receive on-screen messages or emails encouraging a review of their gambling behaviour, suggesting the use of limits, time-outs or self-exclusion and signposting to independent support resources.
• Manual review: In cases of pronounced or escalating risk indicators, internal teams may conduct a manual review of the account and consider further protective measures, such as recommending self-exclusion or applying additional limits in line with applicable terms and conditions.

When support may contact you

Subject to privacy and data-protection obligations in the operator's jurisdiction, Cocoa's support team may proactively reach out to you via the contact details registered in your account when:

• Unusual or extreme patterns of play are identified that suggest potential gambling-related harm.
• You have contacted support previously about gambling problems, self-exclusion or financial distress, and subsequent activity appears inconsistent with earlier requests for help.
• Regulatory or policy changes require the operator to inform you of new or updated responsible gaming tools or restrictions.

Any such contact is intended to provide information and support, not to promote gambling. You may be reminded of the availability of limits, time-outs, self-exclusion and independent counselling services.

Important Australian law disclaimer: Under the Interactive Gambling Act 2001, Cocoa's provision of online casino services to persons in Australia is unlawful for the operator and is the subject of ACMA blocking actions (including ACMA2023/567). These internal risk-check procedures are voluntary measures taken by an offshore operator and do not replace, or create, any rights under Australian consumer protection law or access to Australian dispute resolution bodies. Australian residents who experience harm are strongly advised to prioritise contact with local support services and consider discontinuing use of offshore gambling sites.

Updates

Responsible gaming practices, legal requirements and technical capabilities change over time. Cocoa will update this responsible gaming page on cocoa-aussie.com when:

• New or improved player-protection tools are introduced (for example, additional limits, new blocking features or enhanced verification checks).
• Internal policies on self-exclusion, monitoring or interaction with at-risk players are materially revised.
• External developments occur, such as significant changes to relevant laws, regulatory guidance or recognised industry standards.

How you will be informed of changes

• Website notifications: Important updates may be highlighted via banners, pop-up notices or announcements on cocoa-aussie.com, particularly where they affect how you use responsible gaming tools.
• Email communications: Where appropriate and where contact details are available, notifications may be sent to the registered email address on your Cocoa account to summarise material changes.
• Page review: You can always check this page directly for the most current information on responsible gaming measures and support resources.

Date of last update: 6 November 2025, with applicability and review extended through 2026.

Contact & Feedback

If you have questions about responsible gaming tools on cocoa-aussie.com, wish to request assistance with limits or self-exclusion, or want to provide feedback on how Cocoa can improve its protections, you can contact the operator as follows:

• Email - Responsible Gaming and General Enquiries:
  • [email protected]
  • Please state "Responsible Gaming" in the subject line for faster routing of your enquiry.
• Telephone:
  • No dedicated responsible gaming phone number is currently specified for cocoa-aussie.com. Where telephone support is provided, details will appear in the main contact section of the site. In emergencies or acute distress, please contact local emergency services or national helplines (for example, 1800 858 858 in Australia) rather than the casino.

Feedback and self-control request form

For non-urgent requests related to self-control and support, you may use the general contact form provided on cocoa-aussie.com (where available) or send an email containing:

• Your full name and username (as registered on Cocoa).
• A clear description of your request, such as:
  • Setting or lowering deposit limits.
  • Applying a Time-Out or self-exclusion.
  • Seeking clarification on how responsible gaming tools operate.
  • Providing feedback or concerns about gambling-related harm.
• Any urgency or specific circumstances you believe support should be aware of (for example, current financial hardship or mental health concerns).

While SSC Entertainment N.V. operates under Curaçao law and the service is not regulated in Australia, Cocoa aims to treat all responsible gaming enquiries sensitively and confidentially, within the limits of applicable data-protection and legal obligations. For independent, legally grounded support and advice - especially for residents of Australia - you should always prioritise contact with national helplines and accredited counselling services listed in the Support Resources section.