Responsible Gaming
This page explains how Flamez approaches responsible gaming and what tools and information are available to players in New Zealand who want to keep their gambling activity controlled and enjoyable. Gambling is intended to be a form of entertainment, not a way to generate income or resolve financial difficulty. Flamez encourages every player to understand the risks associated with real-money gambling, to recognise the signs of harmful play, and to make use of the protective tools described below. The legal minimum age to hold an account and gamble on Flamez is 18 years, and this age restriction is treated as a strict eligibility requirement rather than a general guideline.
Understanding the Risks of Gambling
Gambling on pokies, live dealer games, or any other casino product carries an inherent element of chance, and outcomes cannot be predicted or controlled by the player. While gambling can be an enjoyable pastime for many adults, for some people it can become a source of financial, emotional, or social harm. Recognising early warning signs is an important part of staying in control. These signs may include spending more time or money than intended, chasing losses, gambling to escape stress or other problems, borrowing money to fund play, or neglecting work, study, or relationships because of gambling activity.
Flamez does not present gambling as a solution to financial problems, nor does it suggest that any game, feature, or bonus improves a player’s chances of winning over time. Every game offered on the platform, including pokies and live dealer tables, relies on random outcomes, and no strategy guarantees a result. Players are encouraged to treat any funds used for gambling as an entertainment expense that they can afford to lose, and to set clear personal boundaries before they begin playing.
Player Protection Tools
Flamez provides a set of account-level tools designed to help players manage their gambling activity in a way that suits their personal circumstances. These tools can generally be adjusted from the account settings area, and requests to reduce limits typically take effect quickly, while requests to increase limits may be subject to a cooling-off or review period as a safeguard. Players who are unsure how to access or configure any of these tools can contact customer support through live chat or email for guidance.
| Tool | Description |
|---|---|
| Deposit limits | Caps the amount that can be deposited into an account over a daily, weekly, or monthly period |
| Loss limits | Restricts the total amount a player can lose within a set timeframe |
| Session limits | Limits the length of time a player can remain active in a single gambling session |
| Stake limits | Caps the maximum bet size that can be placed on a given game |
| Reality checks | Periodic on-screen reminders showing session duration and activity to help players stay aware of time spent playing |
| Self-assessment test | A short questionnaire that helps players reflect on their own gambling habits and identify potential warning signs |
| Time-out | A temporary break from the account, ranging from twenty-four hours to several weeks, during which login is disabled |
| Self-exclusion | A longer-term restriction that closes access to the account for an extended period |
| Withdrawal lock | A tool that prevents withdrawal requests from being cancelled once submitted, reducing impulsive changes of mind |
Deposit, Loss, and Session Limits
Deposit limits, loss limits, and session limits are among the most direct ways for a player to stay within a budget they are comfortable with. A deposit limit restricts the total value of funds that can be added to an account within a chosen period, while a loss limit works on net losses rather than deposits, and a session limit restricts how long a player remains logged in and active. These limits work independently of one another, and a player can choose to use one, several, or all of them at the same time depending on their personal preference.
Time-Out and Self-Exclusion
A time-out is a short-term measure intended for players who want a break from gambling without permanently closing their account. During a time-out, which can last from twenty-four hours up to several weeks, the account cannot be accessed for gambling purposes. Self-exclusion is a more significant step intended for players who feel they need to stop gambling for a longer period or indefinitely. Once self-exclusion is requested, Flamez will restrict access to the account and will not send marketing communications to the player during the exclusion period. Players considering self-exclusion are encouraged to also reach out to independent support organisations, as described later in this document, since these organisations can offer broader assistance beyond what any single operator can provide.
Age Verification
Flamez requires all players to be at least 18 years old, in line with the legal minimum gambling age in New Zealand. Age is checked as part of the account verification process, which may involve reviewing identity documents and other supporting information. If at any point Flamez has reason to believe an account may belong to someone under the legal age, the account will be restricted and any further verification will be required before access is reinstated. Parents and guardians are encouraged to use household-level parental control software on shared devices to help prevent minors from accessing gambling websites, since account-level age checks are only one part of a broader protective approach.
Bonus-Related Responsible Gaming Considerations
Bonus features on Flamez, such as the welcome offer of 200 free spins available on a first qualifying deposit of NZ$20 or more, are structured around specific conditions rather than open-ended incentives. The free spins associated with this offer are spread over five days, with a portion credited instantly and the remainder released in batches, and any winnings generated from these spins are subject to a 10x wagering requirement before they can be treated as withdrawable funds. Daily cashback, which returns a percentage of net losses ranging from five to fifteen percent for standard accounts and up to twenty percent for members of the VIP Inferno programme, is also governed by its own wagering conditions depending on tier.
These bonus mechanics are described here only to clarify how they interact with a player’s overall gambling activity, not as an encouragement to deposit or play. Players are reminded that any bonus, including free spins or cashback, does not remove the underlying risk associated with gambling, and that wagering requirements mean bonus funds are not necessarily withdrawable immediately upon receipt. Anyone who has set a deposit limit, loss limit, or self-exclusion period should be aware that these tools take precedence over any bonus eligibility, and a restricted account will not receive bonus credits during a period of exclusion.
Recognising Problem Gambling
Problem gambling can develop gradually and is not always easy to recognise in oneself. Common indicators include an increasing need to gamble with larger amounts to achieve the same level of excitement, feeling restless or irritable when attempting to cut back, repeated unsuccessful attempts to stop or control gambling, lying to family or friends about the extent of gambling activity, and relying on others to relieve financial difficulties caused by gambling. If any of these patterns feel familiar, it is worth taking the self-assessment test available through account settings, or reaching out to one of the independent support organisations listed below.
Friends and family members are sometimes the first to notice a change in someone’s gambling behaviour. Flamez does not provide advice on how to address these situations directly, but independent organisations experienced in problem gambling support can offer guidance to both the person gambling and those close to them. These organisations operate independently of any gambling operator, which allows them to provide impartial advice and support.
Support Organisations in New Zealand
Players in New Zealand who are concerned about their own gambling, or that of someone close to them, can reach out to independent, confidential support services that specialise in problem gambling. These organisations are not affiliated with Flamez and can provide free advice, counselling referrals, and practical tools for managing or stopping gambling activity. Contact details for these services are widely published through public health resources in New Zealand, and players are encouraged to search for nationally recognised gambling helplines and problem gambling foundations for immediate, confidential assistance.
Account Restrictions and Verification
Where a player requests a limit, time-out, or self-exclusion, Flamez will apply the restriction to the account as described by the player at the time of the request. Verification of identity may be required to confirm certain requests, particularly self-exclusion, to ensure that the correct account is being restricted and that the request has genuinely come from the account holder. Once self-exclusion has been applied, reactivating the account after the exclusion period has ended may require the player to complete an additional review, which can include a short conversation with support staff to confirm the player wishes to resume gambling activity.
Monitoring and Ongoing Commitment
Flamez reviews account activity on an ongoing basis as part of its broader approach to player protection, alongside standard compliance and anti-money-laundering checks. Where patterns of play suggest a player may benefit from additional support, Flamez may proactively reach out to remind the player of the tools available, including deposit limits, time-outs, and self-exclusion. This monitoring is not a substitute for a player’s own awareness of their gambling habits, and players are encouraged to take an active role in managing their account settings rather than relying solely on the operator to identify potential concerns.
More detailed information about how personal data is collected and used as part of these responsible gaming checks, including verification and monitoring processes, is available in the privacy policy. General account terms, including eligibility requirements and rules that apply to bonus features referenced in this document, are set out in the terms and conditions. Players who want to review the games available on the platform, or the payment methods used for deposits and withdrawals, can find further information through the relevant sections of the Flamez website.
Contacting Support About Responsible Gaming
Players who want to discuss any aspect of responsible gaming, including how to set limits, request a time-out, or begin the self-exclusion process, can contact the Flamez support team through live chat, which is available continuously, or by email. Support staff can guide players through the practical steps involved in adjusting account settings, and can also point players toward independent support organisations if that additional layer of assistance would be helpful. Flamez does not offer telephone support, so live chat and email remain the primary channels for these enquiries.
Responsible gaming is treated as an ongoing commitment rather than a one-off setting, and players are encouraged to revisit their limits and preferences periodically, particularly if their personal or financial circumstances change. The tools and information described on this page are intended to support informed decision-making, but they work best when combined with a player’s own honest reflection on their gambling habits and, where needed, timely engagement with independent problem gambling support services in New Zealand.