Responsible Gambling & Hospitality

Our commitment

Gaming is one small part of the experience at Bullraibyn, and we want it to remain a form of entertainment, never a source of financial, emotional or social harm. Our approach to responsible gambling is built into the design of the salons, the training of every team member and the tools we offer guests. It extends to responsible hospitality across the resort, including the service of alcohol.

Guiding principles

• Gambling should always be affordable: only spend money you can comfortably afford to lose.
• Gambling is not a way to make money or to recover losses.
• Time and spending should be set in advance and respected.
• Gambling should never be combined with excessive alcohol consumption or used to cope with stress, loneliness or low mood.
• Anyone who is worried about their gambling, or someone else's, deserves fast, discreet and judgement-free support.

Age verification and access control

All guests entering the gaming salons must present a valid passport, national identity card or driving licence. Our entry systems check identification against our self-exclusion records and, where required, against the national self-exclusion register. Anyone unable to verify their age will be refused entry. Staff are trained to identify attempts by minors to gain access and to refuse service to anyone who appears to be acting on behalf of a minor.

Tools to stay in control

We offer every adult guest the following voluntary tools, which can be arranged discreetly at the salon reception or with our Responsible Gambling Officer:

• Spending limits: daily, weekly or monthly limits on the amount you can exchange for chips or credit. Reductions take effect immediately; increases only after a cooling period of at least 72 hours.
• Visit and time limits: limits on the number of visits or hours per period, supported by time reminders.
• Cooling-off periods: a short break from gaming of 24 hours, seven days or thirty days.
• Activity summaries: on request, a summary of your recorded play to help you understand your spending and time.
• No credit: we do not lend money or offer credit for gaming, and there are no cash machines inside the gaming salons.

Self-exclusion protocol

Self-exclusion is a formal agreement in which you ask us to refuse you entry to the gaming salons for a set period. Our protocol is as follows:

1. Request. You may request self-exclusion in person at any time, by phone on +46 8 520 270 00 or by email to care@bullraibyn.com. A trained team member will meet you privately or call you back.
2. Duration. You choose a minimum period of six months, one year, three years or five years. During this period the exclusion cannot be shortened or cancelled.
3. Immediate effect. The exclusion takes effect immediately. Your details and, with your consent, a photograph are added to our confidential exclusion record, accessible only to authorised staff.
4. Marketing stop. You will be removed from all gaming-related communications and offers for the duration of the exclusion and for at least six months afterwards.
5. National register. We will explain how to register with Spelpaus, the Swedish national self-exclusion register, which blocks access to all licensed gambling in Sweden.
6. Breaches. If a self-excluded guest attempts to enter the salons, entry will be refused and the guest will be offered support information in private.
7. Ending the exclusion. Exclusions do not end automatically. At the end of the chosen period you must request reinstatement in writing, after which a 24-hour cooling period and a conversation with our Responsible Gambling Officer take place before access is restored.

Self-exclusion from the gaming salons does not affect your ability to stay at the hotel, dine, use the spa or attend the theatres.

Recognising the signs of harm

You may wish to seek support if you, or someone close to you:

• spend more money or time gambling than intended;
• chase losses or gamble to win back money;
• borrow money, sell possessions or neglect bills to fund gambling;
• feel anxious, irritable or low when not gambling;
• hide or lie about gambling to friends or family;
• gamble to escape problems or difficult feelings;
• find that gambling affects work, study or relationships.

Staff training and intervention

Every team member working in or near the gaming salons completes responsible gambling training before starting work and refresher training each year. Our hosts are trained to notice signs of distress, unusual patterns of play or extended sessions, and to start a respectful, private conversation where appropriate. Our Responsible Gambling Officer is available during all opening hours and can arrange a quiet space, a break, a cooling-off period or contact with an independent support organisation.

Responsible hospitality

Alcohol is served only to guests aged 18 and over and is always served responsibly. We do not serve guests who are visibly intoxicated, and free alcohol is never offered as an incentive to gamble. Water and non-alcoholic alternatives are available at no charge throughout the gaming salons. Our wider hospitality teams are trained to look after guests' wellbeing, from arranging a taxi home to calling medical support.

Support for family and friends

Gambling harm often affects the people closest to the person who gambles. If you are worried about a family member or friend, our care team can speak with you confidentially about what support is available. In certain circumstances, and in accordance with applicable law, we may consider third-party concerns when reviewing a guest's access to the salons.

Independent support organisations

The following independent organisations provide confidential information, advice and support. They are listed by name only; you can find their current contact details through any search engine or directory service.

• SpelinspektionenThe Swedish Gambling Authority, responsible for licensing and supervision of gambling in Sweden.
• StödlinjenA free, anonymous Swedish support line for people with gambling problems and their families.
• SpelpausThe Swedish national self-exclusion register for all licensed gambling in Sweden.
• GamCareA leading provider of information, advice and support for anyone affected by gambling harm.
• Gambling TherapyA global online service offering free practical advice and emotional support in many languages.
• Gamblers AnonymousAn international fellowship of people who share their experience to help each other recover.
• European Casino AssociationThe European industry body promoting responsible gaming standards among land-based casinos.
• National Council on Problem GamblingA United States organisation offering information and a national helpline for people affected by gambling.

Talk to us

Our care team is available 24 hours a day on +46 8 520 270 00 or by email at care@bullraibyn.com. Every conversation is confidential.