Safer play and account controls at CleanWins
Cool off periods, self exclusion, verification and the independent support services available to players.
Safer play at CleanWins
CleanWins is for adults aged 18+ only. Gambling can be addictive, so it should be treated as paid entertainment, not as a way to make money or solve financial problems. Only play with money you can afford to lose, and take a break if gambling stops feeling enjoyable or controlled.
We want you to understand the account controls available, where to contact us and the limits of our current tools. If you are worried about your gambling, act early. You can request a cool off, self exclusion, account closure or a limit through our support team.
Our licence is issued in Anjouan, not by the UK Gambling Commission. We are not part of GAMSTOP. Read the licence and complaint information on this page before you open or continue using an account.
Account breaks, exclusion and limits
You can request a 7-day cool off if you need a short break. For a longer break, self exclusion has a minimum period of three months. Self exclusion requests are made through support and processed within 10 business days. You can also ask for full account closure.
We need to be clear about the current position. There are no self-service deposit, loss or wager limits in the account, and there are no reality checks. If you want a limit, you must request it through support. Do not assume an account setting exists or that a limit has been applied until the team confirms it.
If you find it hard to stop, increase stakes to recover losses, hide gambling from people close to you or use money needed for everyday costs, contact support and consider independent help. A break or exclusion can be the right immediate step.
Contact our support team
Live chat is available 24 hours a day, seven days a week on every CleanWins page. Use it to request a cool off, self exclusion, account closure or a limit, and to ask about an account or a payment review.
You can also write to support@cleanwins.com. This is plain email contact rather than a linked form. There is no phone line, so live chat is the direct route for immediate help.
Our licence and complaint route
CleanWins is operated by Onimim Ltd, company number 15765. We hold licence ALSI-192407051-FI3 from the Anjouan Gaming Board under the Computer Gaming Licensing Act 007 of 2005. It was issued on 29 July 2024. Our governing law is Anjouan, Union of Comoros, and the English version of our terms prevails.
This is not a UK Gambling Commission licence. We are not part of GAMSTOP. That means regulatory protections, complaint routes and exclusion arrangements differ from those offered by UKGC-licensed operators. Several territories are excluded from play, so check availability where you live before opening an account.
Raising a concern
Start with support. If the matter is not resolved, escalate it to management, then to arbitration. A dispute about bet settlement must be raised within 3 days. We aim to respond within 28 days. Keep your account details and a clear record of the issue when you contact us.
These routes apply to complaints under our terms and licence. They do not make CleanWins a UK-regulated service. If you need help with gambling harm, use a safer-play tool or seek independent support without waiting for a complaint outcome.
Independent help and practical steps
Independent support is available from GamCare, Gamblers Anonymous and Gambling Therapy. These organisations can help if gambling is causing stress, financial difficulty, conflict or loss of control.
Warning signs can include chasing losses, spending longer or more money than planned, borrowing to gamble, hiding activity, or feeling anxious when you try to stop. If any of these sound familiar, pause play and tell someone you trust.
- Set aside money for bills and everyday costs before any gambling spend.
- Take a 7-day cool off or ask for self exclusion through support.
- Do not try to recover losses by increasing your stake.
- Seek independent help from GamCare, Gamblers Anonymous or Gambling Therapy.
We do not currently provide self-service limits or reality checks. If you want a deposit, loss or wager limit, request it directly through our support team and wait for confirmation.
Safer play questions
Ask support for a 7-day cool off if you need a short break. For a longer option, request self exclusion, which has a minimum duration of three months and is processed within 10 business days. You can also request full account closure.
No. There are currently no self-service deposit, loss or wager limits, and there are no reality checks. To request a limit, contact support through live chat or by email. Wait for confirmation rather than assuming the request has been completed.
No. CleanWins holds an Anjouan Gaming Board licence, not a UK Gambling Commission licence, and it is not part of GAMSTOP. Complaint routes and exclusion arrangements therefore differ from those offered by UKGC-licensed operators.
Live chat is available 24 hours a day, seven days a week on every page. You can also write to support@cleanwins.com. There is no phone line. Say clearly if you are requesting a cool off, self exclusion, closure or a limit.
Verification is risk based, becomes mandatory at roughly £5,000 in lifetime deposits and is required on every withdrawal request. We may ask for photo ID front and back, a selfie holding the ID, and a bank statement or utility bill dated within three months.