Safe & Responsible Play

Responsible Gaming Pledge

Lumen Media N.V., operating the vivabet.ie platform, is firmly committed to the promotion of responsible gaming practices across all aspects of its operations. It is acknowledged by Lumen Media N.V. that gambling, when not conducted within defined personal limits, may give rise to adverse consequences of a financial, psychological, and social nature. Accordingly, a comprehensive responsible gaming framework has been established and is actively maintained to safeguard the welfare of all registered users.

It is the position of Lumen Media N.V. that gambling shall be regarded solely as a form of entertainment and not as a means of generating income or resolving financial obligations. All products and services offered through vivabet.ie are designed and made available exclusively to adults of legal gambling age. The protection of minors from access to gambling services is treated as an obligation of the highest priority. Responsible gaming tools are made continuously available to all account holders, and their utilisation is actively encouraged. Staff members engaged in customer-facing roles are trained to identify and respond appropriately to indicators of problem gambling behaviour.

Problem Signs

The following behavioural indicators may be reflective of the development of a problematic relationship with gambling. Account holders are encouraged to review these criteria honestly and objectively:

Gambling activities are conducted with funds that have been allocated for essential living expenses, including rent, utility payments, or food, resulting in financial hardship or the incurrence of debt.
Previous attempts to reduce, control, or cease gambling activity have been made without success, and such efforts have been repeated on multiple occasions.
An increasing amount of time is devoted to gambling, or a preoccupation with gambling is experienced during periods when the individual is not actively engaged in such activity.
Gambling is used as a primary mechanism for managing negative emotional states, including stress, anxiety, depression, or interpersonal conflict.
Dishonesty is exercised in communications with family members, colleagues, or other associates regarding the extent or frequency of gambling activity.
Professional performance, personal relationships, or the fulfilment of social responsibilities have been negatively impacted as a direct consequence of gambling behaviour.

Should one or more of the above criteria be identified as applicable, it is strongly recommended that the responsible gaming resources described within this document be consulted and utilised without delay.

Self-Ban Options

Voluntary self-exclusion facilities are made available to all registered account holders through vivabet.ie. These mechanisms are provided in accordance with applicable regulatory obligations and are intended to offer a structured means by which individuals may restrict their own access to gambling services for a defined or indefinite period.

Self-exclusion can be activated at any time through the account settings or by contacting the Customer Support team via the contact details provided within this document. Upon processing of a valid self-exclusion request, access to the relevant account shall be suspended for the duration specified by the account holder. Self-exclusion periods range from two weeks to five years, and permanent exclusion is also available.

During any active self-exclusion period, the following conditions shall apply:

Account login functionality shall be suspended for the duration of the exclusion period.
All marketing communications, including promotional emails and targeted offers, shall be ceased immediately upon the activation of the self-exclusion.
No funds shall be accepted by the platform from any account subject to an active self-exclusion order.
Upon the conclusion of a temporary self-exclusion period, account reinstatement shall be subject to a mandatory review process before access is restored.

It is the responsibility of the account holder to refrain from attempting to circumvent a self-exclusion by registering new accounts or providing inaccurate information during any such period. The creation of duplicate accounts in contravention of an active self-exclusion constitutes a breach of the platform's terms and conditions and will be treated accordingly.

Control Options

A range of account management tools has been made available within the vivabet.ie platform to assist account holders in maintaining control over their gambling activity. The application of these tools is voluntary and may be initiated by the account holder at any time through the account settings interface or by submitting a formal request to the Customer Support department.

The following limitation mechanisms are available to all registered users:

Deposit Limits: Maximum deposit thresholds may be configured on a daily, weekly, or monthly basis. Requests to reduce an existing deposit limit shall take effect immediately upon confirmation. Requests to increase an existing deposit limit are subject to a mandatory cooling-off period before the revised limit becomes operative.
Time-Out: A temporary pause of account access, shorter than a full self-exclusion, may be set for up to seven days. Withdrawals remain available during a time-out.

All limitation requests are processed by the Customer Support team upon receipt and are confirmed to the account holder in writing via the registered email address associated with the account.

Getting Help

Professional assistance is available to individuals who believe that their gambling behaviour may have become problematic or who are concerned about the gambling habits of a family member or associate. It is strongly recommended that qualified support be sought at the earliest possible stage, as early intervention has been demonstrated to improve outcomes significantly.

The following categories of professional support are available and may be accessed independently of the account holder's relationship with vivabet.ie:

National Problem Gambling Helplines: Dedicated telephone support services staffed by qualified counsellors are available in Ireland and provide confidential assistance to individuals experiencing difficulties related to gambling. The National Gambling Helpline can be reached free of charge on 1800 936 725, and further information is available at gamblingcare.ie.
Cognitive Behavioural Therapy Services: Structured therapeutic programmes delivered by licensed mental health professionals are available through both public health services and private practice providers. These programmes address the psychological dimensions of problem gambling and are designed to support the development of sustainable behavioural change.
Peer Support Groups: Community-based group support programmes bring together individuals with shared experiences of problem gambling in a structured, non-judgmental environment. These groups operate under established frameworks and provide a network of ongoing peer accountability and mutual assistance.
Financial Counselling Services: Accredited financial advisors and debt management specialists are available to assist individuals in addressing the financial consequences that may have arisen as a result of problem gambling. Guidance is provided on debt restructuring, budgeting, and the management of creditor relationships.
Family Support Services: Dedicated counselling and advisory services are available to family members and close associates of individuals affected by problem gambling. These services provide guidance on communication strategies, boundary-setting, and accessing appropriate referrals.

Lumen Media N.V. does not provide direct therapeutic or counselling services. However, the Customer Support team is available to provide guidance on accessing appropriate professional resources and to assist in the implementation of any account limitation or self-exclusion measures deemed necessary by the account holder.

Reach Out

All enquiries pertaining to responsible gaming, account limitations, self-exclusion requests, or related matters may be directed to the Lumen Media N.V. customer support department. Correspondence shall be acknowledged and addressed in a timely manner in accordance with the platform's customer service obligations.

Responsible gaming enquiries: [email protected]