FirePhoenix Responsible Social Gameplay Policy
VERSION: 3.2
DATE OF LAST UPDATE: July 10, 2024
FirePhoenix is committed to the protection of our players and promoting responsible social gameplay as a policy
of player care and social responsibility.
We believe it is our shared responsibility with you, our players, to ensure that you enjoy your experience on our
platform while remaining aware of the potential risks that can be associated with online gameplay if you don’t remain
in control. We encourage you to use the responsible social gameplay tools described below available at your
disposal.
To ensure that you enjoy fun and affordable play, we fully support responsible social gameplay and have put
measures in place to assist players who wish to control their play. We reserve the right to activate these measures
unilaterally if, in our sole discretion, we consider them necessary.
1. INTRODUCTION
1.1. 1.2. 1.3. 1.4. This Responsible Social Gameplay Policy (RSG Policy) describes the control tools, information, and
resources available to registered players on FirePhoenix.
This RSG Policy forms part of the FirePhoenix Terms and Conditions. Terms that are defined in the
Terms and Conditions have the same meaning in this RSG Policy.
We may update the RSG Policy at any time. Any amendments will be published on the Platform and such
changes will be binding and effective immediately.
Whenever we amend this RSG Policy in a way that would limit your current rights or which may be
detrimental, we will notify you upon your next visit to the Platform and you will be required to re-confirm your
acceptance prior to playing any Games. If you do not agree to the amended RSG Policy, you must stop using
the Platform.
2. FirePhoenix RSG PROGRAM
2.1. 2.2. The FirePhoenix Responsible Social Gameplay Program (RSG Program) is centered around our guiding
principles of providing our players with control tools, information, and help resources needed to:
(a) (b) Make an informed decision in gameplay
Prevent problem gameplay from occurring on our site.
The RSG Program is designed to support the needs of individuals at any stage of the player journey, from
registration to redemption, and any level of gameplay. To do this, the RSG Program offers a range of player
education, control tools, and resources for professional help when needed.2.3. 2.4. FirePhoenix also understands that it is a shared responsibility to achieve a fun and affordable gameplay
environment and that it is ultimately an individual’s choice to play. We do not provide counseling services nor
do we police player behavior. Instead, we focus on providing control tools and informing, educating, and
supporting informed decisions.
FirePhoenix has well-trained staff available to assist you in relation to your gameplay. Our staff are
encouraged and empowered to provide information and offer control tools.
3. RSG PLAY CONTROL TOOLS
3.1. Activity Reminders
Accessible through the ‘Responsible Social Gameplay’ menu > Activity Reminder
(a) FirePhoenix assists your play by providing an Activity Reminder every hour.
(b) The Activity Reminder:
(i) suspends play and indicates how long you have been playing
(ii) allows you to end the gameplay session or continue playing.
(c) You may adjust the activity reminder period to every 15, 30, 45, or 60 minutes.
3.2. Account History
Accessible through the ‘My Account’ menu > Account History
(a) Purchase History
Shows your purchase history over the last six (6) months.
(b) Redemption History
Shows your redemption history over the last six (6) months.
3.3. Limits
(a) Purchase Limit
Accessible through the ‘Responsible Social Gameplay’ menu > Gameplay Limits
(i) Provides the ability to limit the amount of Gold Coins you choose to purchase during your
chosen period. Once the purchase limit is reached, you will not be able to make any new
purchases until the limit resets. ›
(ii) (iii) Period options are 1 day, 7 days, and/or 30 days.
The purchase limit can be adjusted or removed at any time. A decrease to the purchase limit
will take immediate effect. An increase to the purchase limit or the removal of the purchase
limit will take effect following a 72-hour cooling off period.
(b) Play Amount Limit
Accessible through the “Contact Us” form under “Responsible Social Gameplay Tools”
(i) Provides the ability to set the maximum amount of Sweeps Coins you choose to play during
your chosen period. Once the play amount limit is reached, you will not be able to play any
more Sweeps Coins until the play amount limit resets.
(ii) (iii) Period options are Daily, Weekly, or Monthly.
The play amount limit can be adjusted or removed at any time. A decrease in the play amount
limit will take immediate effect. An increase to the play amount limit or the removal of the play
amount limit will take effect following a 72-hour cooling off period.
(c) Daily Time Limit
Accessible through the “Contact Us” form under “Responsible Social Gameplay Tools”.
(i) Provides the ability to set exactly how many hours you are logged into your account, up to a
maximum of 10 hours per day. Once the limit is reached you will be logged out until the next
day.(ii) The limit can be adjusted or removed at any time. A decrease to the time limit will have an
immediate effect. An increase to the time limit or the removal of the time limit will take effect
following a 72-hour cooling off period.
4. RSG ACCESS CONTROL TOOLS
The access control tools described below are available if you feel your gameplay may have become, or is at
risk of becoming, problematic (see “What is Problem Gameplay in section 7.4).
4.1. Taking a Break (TaB)
Accessible through the ‘Responsible Social Gameplay’ menu > Access Restrictions
Allows you to take a short break away from gameplay. During this break you will not be able to access your
account.
(a) (b) (c) Available options are 1 day, 3 days, 7 days, 14 days, or 30 days.
It will not be possible to reactivate your account until the chosen break period ends.
Take a Break (Tab) applies only to the site it was requested on and not any sister sites associated
with VGW. Should you wish to activate a TaB in other website associated with VGW, please contact
Customer Support for more information.
4.2. Self-Exclusion
Accessible through the ‘Responsible Social Gameplay’ menu > Access Restrictions
A self-exclusion allows you to suspend your account for a longer period. During this exclusion period you will
not be able to access your account.
(a) (b) (c) (d) (e) Available period options are defined (6 months, 1 year, 3 years, 5 years), and Indefinite.
You will be unsubscribed from receiving any marketing communications.
It will not be possible to reactivate your account until the chosen period ends.
Where a defined self-exclusion is in effect, your account will automatically reactivate once the chosen
period has lapsed.
Where an indefinite self-exclusion is in effect, a minimum of 6 months must pass before the account
can be reactivated.
(f) Where an indefinite self-exclusion is in effect, a 7-day cooling period will apply before the account is
reactivated.
(g) IMPORTANT: Sweeps Coins expire after 60 days. We strongly recommend you redeem any
redeemable balance in your account before setting a self-exclusion on your account. If your account
has been verified, we will use reasonable endeavors to arrange for any Sweeps Coins remaining in
your account that have met our playthrough requirements and minimum redemption threshold to be
redeemed.
4.3. Permanent Closure
Please contact customer support
(a) (b) (c) You may choose to permanently close your account. If you wish to do so, send a written email to
Customer Support via this form requesting a “Close my Account” and state the reason for the closure.
Please note that, unlike an indefinite self-exclusion, a permanent closure is irreversible and cannot be
reactivated under any circumstances.
You will be required to provide a “confirmation of understanding” to permanently close your account.
If you do not provide a ‘confirmation of understanding’ and the reason for closure is related to issues
with gameplay control, an indefinite self-exclusion will be applied.
5. SELF-ASSESSMENT
If you think your or someone else’s computer gameplay is becoming problematic, then it may be handy to
consider the self-assessment questions available here.
6. SUPPORT ORGANISATIONS
If your gameplay may have had, or is at risk of having, a negative impact on your mental health, finances or
relationships with friends or family, we encourage you to get in touch with the following help and support
organizations:
(a) Counseling
(i) (b) Credit Counseling
(c) Gaming Addicts Anonymous (GAA) is a fellowship of people who support each other in
recovering from the problems resulting from excessive game playing.
(i) (ii) Financial Counseling Association of America (FCAA) is a professional association of financial
counseling agencies that assist consumers with financial counseling services of all kinds, as
well as debt management plans for the repayment of unsecured debts.
National Foundation for Credit Counseling (NFCC) is one of the oldest networks of non-profit
financial counseling agencies. The NFCC helps people to defeat their debt and look forward
with confidence.
Please note that these organizations are independent support services and are NOT in any way
affiliated with FirePhoenix. They do NOT provide customer support or dispute resolution services.
Should you wish to discuss any matter or complaint related to your account, you can do so by
contacting us using this form.
7. EDUCATION INFORMATION ON RESPONSIBLE SOCIAL GAMEPLAY
7.1. Principles of Gameplay
(a) (b) (c) Randomness: Remember that game-round outcomes are completely random. Results cannot be
predicted and are independent of past or future outcomes.
Return to Player (RTP): This is the average return on the winnings and prizes over the lifetime of a
slot-type game. I.e., if a slot type has an 8% advantage, then the average RTP will be 92%.
Advantage: All Gaming -type games are designed with a slight advantage that favors the operator.
7.2. Common Misconceptions
(a) (b) (c) “I’m due for a win” - You cannot predict when you're going to win. All outcomes are random.
“I always win with my lucky charm and pre-game ritual” - Although they might be fun, charms and
rituals don’t affect your chances of winning. All outcomes are random.
“The longer I play, the more chance I’ll win” - Time spent has no effect on your chances of winning. All
outcomes are random.
(d) “These Games have been rigged” - The Random Number Generator (RNG) used in all Firephoenix games has been independently certified by iTechLabs and Gaming Associates, who confirmed
that the RNG uses a well-known algorithm to generate random numbers. The numbers generated by
the RNG have passed Marsaglia's "diehard" tests for statistical randomness. iTechLabs and Gaming
Associates have found that number sequences are unpredictable, non-repeatable, and uniformly
distributed.
7.3. Tips for Safe Gameplay
(a) (b) (e) Avoid gameplay while upset or emotional.
Take frequent breaks during your gameplay sessions.
(c) Avoid gameplay while intoxicated.
(d) Avoid canceling redemptions.
Remember that gameplay is only a form of entertainment, it should not be seen as a source of income
or an escape from reality.(f) (g) (h) (i) (j) Purchase only with money that you can afford to spend.
Set a budget and don’t go over it.
Set a time limit before playing.
Understand how games work before playing and remember that the results are random.
Never let gameplay affect your employment, relationships, health or commitments.
7.4. What is Problem Gameplay?
(a) Financial
(i) Cannot pay bills
(ii) Borrowing money to maintain life expenses
(iii) Eviction or loss of home
(iv) Repossession of car and valuables
(b) Family
(ii) (iii) (i) Unhappy home environment
Missing family events and gatherings
Disconnect and disassociation of family members
(c) Employment
(i) Missing work
(ii) Reduction in productivity and competence
(iii) Loss of employment
(d) Health
(i) Anxiety
(ii) Depression
(iii) Isolation
(iv) Increases stress
(e) Know the Signs
(i) Purchasing beyond one’s means
(ii) Not being able to pay bills due to excess purchasing
(iii) Staying home from work to play
(iv) Feeling frustrated on days when not playing
(v) A constant need to increase the level of play to reach the same levels of fulfillment and
excitement
(vi) (vii) (viii) (ix) (x) (xi) Playing in order to escape from the stress of life
Lying about the amount of money or time that is used for purchases
Hiding play behavior from significant others
Putting gameplay above one’s family, friends, or other interests
Lying, borrowing, stealing, or committing fraud to get money to purchase
Depressive or even suicidal feelings during or after playing.
8. PLAYER PROTECTION POLICY
8.1. Protection of the vulnerable
(a) Make sure that the decision to play on our Platform is your own personal choice and responsibility.(b) We do not recommend playing on our platform if you:
(i) (ii) (iii) (iv) (v) are being treated or are in recovery for an addiction/dependency
are under the influence of alcohol or any other substance
are currently experiencing financial difficulty or a traumatic life event
do not understand how to play the games
have any mental health concerns, cognitive impairment or brain injury.
8.2. Protection of Minors
(a) FirePhoenix has identity checks in place to mitigate and prevent the risk of underage gameplay on
our Platform.
(b) If you share your mobile phone, tablet, laptop or computer with friends or family who are under the
legal age to participate in online social gameplay, we recommend that you restrict their access to our
Platform by using one of the below services:
(i) (ii) Netnanny.com - filtering software that protects children from inappropriate web content.
Cybersitter.com - filtering software that allows parents to add their own sites to block.