Player Protection
Spin Palace is committed to being the very best online entertainment group in the world. This means doing everything possible to give you an enjoyable, responsible, and safe gaming experience. We take responsible gaming seriously and we are committed to ensuring our patrons have the resources, information, and tools available to stay safe and remain in control.
If you or someone you know has a gambling problem, help is available. Call 1-800-GAMBLER.
Account Access
You are prohibited from allowing any other person to access your Spin Palace wagering account (“Account”). We encourage you to change your password on a regular basis. Where correct login and security information is provided, we are entitled to assume that all payment and gaming transactions made through your Account are made by you.
A person who has enrolled in interactive gaming self-exclusion or has otherwise been excluded from interactive gaming activities, and individuals who are under the age of 21, shall not participate in interactive gaming or interactive gaming activities and will have their winnings forfeited and interactive gaming accounts suspended upon violation.
It is a Federal offense for patrons physically located outside of Pennsylvania to engage in wagering through a Pennsylvania casino unless otherwise authorized by the Pennsylvania Gaming Control Board (“PGCB”). All patrons are subject to Federal prohibitions and restrictions regarding Internet gaming, specifically, any limitations upon Internet gaming as set forth in 18 U.S.C. §§ 1084 et seq. (The Wire Act) and 31 U.S.C. §§ 5361 through 5367 (Unlawful Internet Gambling Enforcement Act).
Underage Gambling
Establishing an Account is restricted to persons aged 21 and older.
It is a criminal offense to allow anyone who is under 21 years of age to participate in wagering via the Internet or mobile device. If we find that you are under the age of 21 or are allowing anyone under the age of 21 to wager, your Account will be suspended, your deposits and any winnings will be forfeited, and you will be prohibited from engaging in wagering via the Internet or mobile devices. No claim may be made against us in these circumstances.
Player Protection
Spin Palace fully supports responsible gaming and endeavors to ensure that you enjoy safe and manageable play. If you would like to discuss any of the options detailed below, please don’t hesitate to contact our friendly Customer Support Team via Live Chat.
Tips for Safer Gambling
- Don’t think of gambling as a way to make money.
- Always gamble with money that you can afford to lose.
- Never chase losses.
- Don’t gamble when you are depressed or upset.
- Balance gambling with other activities.
- Gambling and alcohol are not a good combination.
Warning Signs:
Everyone’s experience is different, but here are some general signs of a potential gambling problem. The more signs you recognize, the greater the chance of a problem:
- Constantly thinking or talking about gambling.
- Spending more time or money on gambling than you can afford.
- Finding it difficult to control, stop, or cut down gambling, or feeling irritable when trying to do so.
- Feeling a sense of emptiness or loss when not gambling.
- Gambling more in order to win back losses or get out of financial trouble.
- Thinking that your gambling will get under control as soon you have a ‘big win’.
- Borrowing money, selling belongings, committing (or considering committing) criminal acts in order to get money for gambling.
- Having increased debt, unpaid bills, or other financial troubles because of your gambling.
- Frequently gambling until all your money is gone.
- Needing to gamble with larger amounts of money or for longer periods of time in order to get the same feeling of excitement.
- Experiencing extreme highs from gambling wins and extreme lows from gambling losses.
- Gambling to escape personal problems or to relieve feelings of anxiety, depression, anger, or loneliness.
- Getting irritated more easily or having less patience when dealing with normal, everyday activities.
- Feeling guilty about gambling or what happens while gambling.
- Getting criticized by others for your gambling.
- Having arguments with friends or family about money and gambling.
- Refusing to discuss gambling with others or lying to cover it up.
- Hiding bills, past due notices, winnings, or losses from your partner or family members.
- Gambling instead of attending family or other social functions.
- Neglecting family or household responsibilities because of gambling.
- Neglecting work because of gambling.
- Neglecting personal needs (e.g., food, sleep, hygiene) because of gambling.
- Consistently or always planning holidays where gambling is available.
Myths Associated with Gambling
Myth: “Gambling is a way to make money.”
Fact: If you gamble, think of it as a kind of entertainment you have to pay for, just like a movie or dinner with friends. That can help you keep gambling in perspective – and if you end up winning some money now and then, it’ll be a nice treat instead of something you were depending on.
Myth: “When gambling, keeping track of previous results can help me figure out the coming results.”
Fact: Each time you place a bet, the outcome is completely independent of the previous one. This means that the odds are no more in your favor on the tenth bet than they were on the first bet.
Myth: “Compulsive gamblers gamble every day.”
Fact: How often a person gambles has no relation to a gambling addiction. It’s the emotional and financial consequences of the gambler’s actions that signal an addiction.
Myth: “If I cash out after every win, it will increase my chance of winning.”
Fact: A player who cashes out after every win has exactly the same chance of winning as a player who does not cash out. Cashing out has no influence on the outcome of game.
Understanding Randomness
As described by John Lee from Choose Help.
People often believe that a slot machine or video lottery terminal that has not paid out for a long while becomes ‘due’ to pay out. This belief can lead a person to continue to gamble for long periods of time while awaiting the expected big payoff to come. Machines programmed to be random, however, never become ‘due’ no matter how long the interval between substantial pay outs.
Here’s why.
Randomness
Each time you pull a slot machine handle you have exactly the same odds of winning as you did on ever other occasion that handle was ever pulled.
These machines are programmed using random number generators. These generators produce millions of number combinations and thousands of these number combinations cycle past every second. The results that pop up on the screen depend on the number combination that rolls over at the split second that you press the bet button. No matter how long the machine has gone since paying out, you have the same odds of hitting a ‘big payday’ sequence of numbers from the random number generator chip as you did on every other bet.
The Gambler’s Fallacy
Over the long term, over thousands and thousands of spins, a coin will land heads 50% of the time and tails 50% of the time, and a roulette wheel will pay red as often as it pays black. Over the short term, however, things are not so stable. When betting on something with a fixed probability, like a coin toss, a slot machine or most forms of casino wagering, past events do not influence future outcomes. The roulette wheel does not remember that it just landed on black 5 times in a row and when it’s set spinning again, it has exactly the same odds to land on black or red as it did in the 5 preceding spins.
You Don’t Have a System
If you gamble, do it only as a recreational pastime and never bet more than you can afford to lose. Remember that no machines ever come ‘due’ to pay, and that in a casino, no matter how many times a past event has occurred, future events are not affected.
Risks Associated with Problem Gambling
Problem gamblers:
- May have arguments with family members over money.
- May get hounded by debt collectors.
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May have increasing debts resulting in:
- Overdue utility bills that may result in cut-offs.
- Pawning personal and family valuables.
- Eviction and forced home sales.
- Are more likely to become separated or divorced.
- Often suffer from stress, anxiety, moodiness, and depression.
- May show up late for work, take sick leave, or even skip entire workdays to gamble.
- May experience decreased productivity as they daydream about gambling or use the Internet at work to gamble.
Getting Help
There are also several support organizations available which offer valuable information and advice across a range of areas, such as:
- The National Council on Problem Gambling: 1-800-522-4700 or www.ncpgambling.org
- Council on Compulsive Gambling Pennsylvania: 1-800-GAMBLER or https://www.pacouncil.com
- Department of Drug and Alcohol Program Gaming Addiction Provider List: https://apps.ddap.pa.gov/gethelpnow/
- Office of Compulsive and Problem Gambling: https://responsibleplay.pa.gov/
- Gamblers Anonymous: https://www.gamblersanonymous.org/
- Gam-Anon Pennsylvania: https://www.gam-anon.org/
- National Suicide Prevention Lifeline: 1-800-273-TALK(8255) or https://suicidepreventionlifeline.org/
Self-Help Tools
Our responsible gaming tools and features can be accessed via the Responsible Gaming section of your Account. Alternatively, please contact Spin Palace Customer Support Team, Live Chat: Available daily from 12 PM to 8 PM. Or submit a ticket and our team will respond as soon as possible. You can email us at CustomersupportPA@spinpalacecasino.us for more information.
Spin Palace provides the following tools to help you manage your play:
Set a Money Limit
It can be hard to keep track of money in the heat of the moment. That’s why it’s important to set a gambling budget – one that will leave you plenty of cash for your normal expenses – and stick to it. If you go through all your money, it’s time to stop.
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Deposit Limits: Should you wish, you can set daily, weekly, or monthly deposit limits. The limits you set prevent you from being able to deposit more than a specified amount during that period. To set a deposit limit, simply access the ‘Deposit Limits’ option from the Responsible Gaming section under your Player Account menu, select the maximum amount you want to be able to deposit over the specified duration and submit your request.
- Decrease requests will be applied no later than your next login
- Increase requests will be applied once the duration of any existing limits has expired and require your confirmation before coming into effect.
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Deposit Limits: Should you wish, you can set daily, weekly, or monthly deposit limits. The limits you set prevent you from being able to deposit more than a specified amount during that period. To set a deposit limit, simply access the ‘Deposit Limits’ option from the Responsible Gaming section under your Player Account menu, select the maximum amount you want to be able to deposit over the specified duration and submit your request.
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Spend Limits: A Spend Limit will control the maximum amount you are able to wager for a given period, regardless of whether the wagers are winners or losers. For example: A $10 Spend Limit would mean that a $5 winning wager and a $5 losing wager would deplete the $10 Spend Limit. Should you wish, you can set daily, weekly, or monthly limits which prevent you from being able to lose more than a specified amount during that period. To do so, simply access the ‘Spend Limits’ option from the Responsible Gaming section under your Player Account menu and select the maximum amount you want to be able to lose over the specified duration and submit your request.
- Decrease requests will be applied no later than your next login.
- Increase requests will be applied once the duration of any existing limits has expired and require your confirmation before coming into effect.
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Spend Limits: A Spend Limit will control the maximum amount you are able to wager for a given period, regardless of whether the wagers are winners or losers. For example: A $10 Spend Limit would mean that a $5 winning wager and a $5 losing wager would deplete the $10 Spend Limit. Should you wish, you can set daily, weekly, or monthly limits which prevent you from being able to lose more than a specified amount during that period. To do so, simply access the ‘Spend Limits’ option from the Responsible Gaming section under your Player Account menu and select the maximum amount you want to be able to lose over the specified duration and submit your request.
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Loss Limits: A Loss Limit will control the maximum amount you are able to lose for a given period and only factors in losing wagers. For example: A $10 Loss Limit would mean that a $5 winning wager and $5 losing wager would only reduce the Loss Limit by $5. Should you wish, you can set daily, weekly, or monthly limits which prevent you from being able to lose more than a specified amount during that period. To do so, simply access the ‘Loss Limits’ option from the Responsible Gaming section under your Player Account menu and select the maximum amount you want to be able to lose over the specified duration and submit your request.
- Decrease requests will be applied no later than your next login.
- Increase requests will be applied once the duration of any existing limits has expired and require your confirmation before coming into effect.
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Loss Limits: A Loss Limit will control the maximum amount you are able to lose for a given period and only factors in losing wagers. For example: A $10 Loss Limit would mean that a $5 winning wager and $5 losing wager would only reduce the Loss Limit by $5. Should you wish, you can set daily, weekly, or monthly limits which prevent you from being able to lose more than a specified amount during that period. To do so, simply access the ‘Loss Limits’ option from the Responsible Gaming section under your Player Account menu and select the maximum amount you want to be able to lose over the specified duration and submit your request.
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Single Bet Limits: Should you wish, you can set a maximum amount you are comfortable with placing on any individual bet. To do so, simply access the ‘Single Bet Limit’ option from the Responsible Gaming section under your Player Account menu and select the maximum amount you want to be able to wager in a single bet and submit your request.
- Decrease requests will be applied no later than your next login.
- Increase requests will be applied after 24 hours and require your confirmation before coming into effect.
Set a Time Limit
Whether you’re winning or losing, time seems to run at a different pace when you’re gambling. Make sure that you set a time limit for your gambling allowing time for other exciting or important activities.
Should you wish, you can set daily limits which manage the amount of time you’re eligible to be logged in preventing you from spending more time on your account than you would prefer to. To do so, simply access the ‘Time Limits’ option from the Responsible Gaming section under your Player Account menu and select the maximum amount you want to be able to be logged in and submit your request.
- Decrease requests will be applied no later than your next login.
- Increase requests will be applied once the duration of any existing limits has expired and require your confirmation before coming into effect.
Account Closure / Self-Exclusion
We offer various account closure options to ensure that you are able to apply the measures you consider necessary.
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Account Closure
- You can request your Account to be closed at any time while logged in by navigating to ‘Close Account’ under the Responsible Gaming section of the Account tab.
- Account closure requests will be applied immediately.
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Cool Off Period
- Cool Off is available for a minimum of 72 hours and a maximum of 90 days.
- The Cool Off Period may not be reversed before the defined timeframe has elapsed.
- Cool Off periods are only applied to your Spin Palace Pennsylvania Account. They do not apply to any other accounts you may have with other gaming operators or to land-based gaming.
- Should you wish to implement a Cool Off Period, please navigate to ‘Cool Off’ under the Responsible Gaming section of the Account tab.
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Self-Exclusion
- Registration for the Pennsylvania Self-Exclusion Program can be done online via the PGCB’s website.
- This process will allow you to self-exclude from all interactive gaming sites operating in Pennsylvania.
- Please refer to the PGCB Self-Exclusion Program Brochure for more information.
- One year, five year, and lifetime self-exclusion periods are available.
With the exception of account servicing communications, you will not receive any communication from Spin Palace once you elect Account Closure, a Cooling Off Period, or Self-Exclusion for the duration of the period you have selected for Account Closure, Cool Off, or Self-Exclusion.
Tips to Help Manage your Account
Password Reset
- You may change your Account password through the Player Account section by clicking on Information & Security and then selecting the Change Password option.
- In order to provide additional security to your Account, Spin Palace requires all accounts to utilize strong authentication login protection, which requires you to enter your email, password and strong authentication feature (such as one time PIN, Face ID, Touch ID, etc.) upon each login.
Personal Details
You may contact our Spin Palace Customer Support Team Live Chat: Available daily from 12 PM to 8 PM. Or submit a ticket and our team will respond as soon as possible. You can email us at CustomersupportPA@spinpalacecasino.us if you would like to update your personal details. Please note you may be requested to submit documentation for verification purposes.
Privacy
Spin Palace respects your privacy. For more information on how Spin Palace protects your personal details, please review the Privacy Policy.
Complaints
Spin Palace is committed to resolving complaints in a thorough and respectful manner. If you have a complaint, please contact us so that we may attempt to resolve the issue.
If you are not satisfied with the result, please submit a Formal Complaint in writing to ComplaintsPA@spinpalacecasino.us and include as much of the following information as possible:
- Email address and user name
- First and last name
- Date of incident
- Explanation regarding the nature of the complaint
- Expected action or outcome
We will review your complaint thoroughly and respond within ten (3) business days of receipt.
Pennsylvania Gaming Control Board Complaints Process
- Should you wish to lodge a complaint with PGCB, please complete the Patron Dispute/Complaint form available on the PGCB’s website here.
- Spin Palace will provide all correspondence, investigations, notes, and findings to PGCB in order to assist with reaching a resolution.
Terms & Conditions / Privacy Policy
- You may contact us at Customersupport@spinpalacecasino.us to request a copy of the Terms and Conditions you agreed to upon establishing your Account.
- You may view the current version of Spin Palace Terms and Conditions by clicking here.
- You may view the current version of Spin Palace’s Privacy Policy by clicking here.
Gameplay and Wagering History
You may access your gameplay and wagering activity by going to “My Account” section, locating the “Player History” tab inputting dates for the desired timeframe and click “View” to all wagers placed in the selected timeframe.
Auto Logout
If no activity has been recorded on your Account for 15 minutes or more, you will be required to re-enter your username/email address and password before you can play. Notwithstanding this functionality, you are responsible for adjusting the auto-lock settings on your personal computer and/or device from which you access Spin Palace in order to prevent unauthorized use of your Account. Your Account details such as username / Account number, password, PIN, personal security question details, etc. are for your personal use only and should always be kept confidential