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RESPONSIBLE GAMING & PLAYER PROTECTION POLICY

Version 3.3.1 – Updated 6/26/25

Responsible gaming has been an important part of FireKeepers Casino Hotel’s commitment since our “brick and mortar” casino opened in 2009.  That commitment extends to our internet gaming presence.  Please review this page for information about FireKeepers’ commitment to Responsible Gaming, tips for how to gamble responsibly, help regarding how to use our online tools, and contact information for seeking confidential help.

This Responsible Gaming and Player Protection Policy (hereafter referred to as “this Policy”) is a part of our complete Terms of Service.  A copy of our complete Terms of Service can be obtained at any time by emailing our Customer Support team at support.igaming@firekeeperscasino.com or visiting our website at https://www.igaming.firekeeperscasino.com/. 

If you or someone you know has a gambling problem and wants help, call the National Council on Problem Gambling at 1-800-GAMBLER. Additional resources are listed here.

FireKeepers Commitment to Responsible Gaming

At FireKeepers Casino, we want our customers to treat and enjoy real-money gambling on our iCasino Site, which offers both online casino games and sports betting, as just another form of planned and budgeted entertainment.  We want your gambling experience to be about having fun and we intend to do our part to help you keep it that way.  You should only gamble with money that you can afford to lose.  You should also set limits on your gambling before you start gambling. Moderation, knowing your limits, monitoring your spend, and staying within your limits is the key for anyone who likes the excitement of wagering on sports or playing casino games. 

While thousands of players enjoy our games each year, some individuals can, without knowing, display signs of problem gambling.  There are also times when an individual should not gamble.  We have provided some principles below to help you keep your gaming activities fun and responsible:

  • If you choose to place a wager, you should so do for entertainment purposes only. If you aren’t enjoying the thrill of playing a game of chance in a healthy manner, it may be time for a break. 
  • As a form of entertainment, you should set a budget that you can afford. Set limits to help keep you in control. 
  • Gambling is a game of chance. You could win big, but placing wagers online shouldn’t be viewed as a shortcut to financial success. 
  • Only place wagers you can afford. Don’t place a large wager that will harm you financially if you don’t win, just in hopes of winning big.
  • Don’t chase your losses hoping to recover lost money. Stop immediately if you reach the limits of your budget.    
  • Gambling can be addictive to some people. Avoid gambling if you are in recovery from any dependency or are under the influence of alcohol or other substances.
  • If you or someone you know has a gambling problem or if you feel your gaming may be out of control, resources are available at the National Council on Problem Gambling. Call 1-800-GAMBLER immediately if you need help. 

To help you avoid making gambling a problem in your life, FireKeepers’ iCasino system monitors players’ gaming activities for signs of problem gambling. FireKeepers is committed to providing users of our gaming Services with the tools, information and assistance needed to find help.  As part of that effort, a portion of gaming fees collected from FireKeepers’ internet gaming revenues is provided to the Michigan Department of Health and Human Services to support statewide education and treatment programs for problem gambling.

Here are some of the steps FireKeepers Casino takes to help you keep your gaming activities fun and responsible:

  • Educate our Team Members to recognize problem gambling and equip them with resources to direct you for help.
  • Control our communications to keep Responsible Gambling at the forefront, and prevent promotional offers from reaching you while you have requested a break. 
  • Provide tools to you to help you maintain control over the gambling you do with us. 
  • Ensure information regarding your gambling is readily and easily available to you. 
  • Respect all self-imposed player limits and Responsible Gambling actions. If you set a limit or request a break, we respect that and will not intervene even if you request us to do so.  
  • Prevent underage gambling.
  • Prevent gambling by other unauthorized persons or persons who have asked to be self-excluded from gambling.

Responsible Gaming Safeguards and Tools

FireKeepers’ iCasino and Sportsbook takes advantage of some of the industry’s most innovative and robust responsible gaming safeguards:

1. Communication and Information: 

  • Gambling Hotline information: All email communications sent to you from FireKeepers’ iCasino and Sportsbook will contain the message, “If you or someone you know has a gambling problem and wants help, call 1-800-GAMBLER.”
  • Reality Checks: All new accounts will have “Reality Checks” enabled by default. These pop-up messages display every 15 or 30 minutes and inform you of the total length, total wagers, and total loss for their current session. As a part of FireKeepers commitment to responsible gambling, this reminder cannot be disabled on new accounts. 
  • Breaks and Promotions: While you have requested a break from gambling with us, we will take every reasonable effort to ensure you don’t receive promotional or marketing messages from us. If you believe you received such a message from us while you are in a break, please reach out to Customer Service for assistance. 
  • Direct player contact email/chat: The FireKeepers Customer Service team is trained to watch for signs from players of problems with their gambling activities during routine communications. Such problems can include, but are not limited to; submitting documentation of overdue bills, expressing an inability to meet financial obligations, mentioning issues with controlling spending, or requests to bypass self-imposed limits. Whenever you display a potential problem, you will be provided information on the Responsible Gaming options available to you, including player limits, cool offs, and the self-exclusion process. As an additional step, your information will also be forwarded to the management team for review of your account.
  • Play History/Account Statements: Players can monitor the time and money they spend on FireKeepers’ iCasino and Sportsbook through their personalized transaction and session histories. Your Transaction history provides a detailed breakdown of the games played, the amount wagered on each game, your wins and losses, and deposited and withdrawn funds. Session histories provide you an overview of your sessions, totaling your bets, wins, and losses during the session. Players can access their account histories in the [My Account] section of the site.

 

2. Player Limits

  • All players have several options for self-imposed limits to control their own play. By navigating to the “Gaming Limits” section of your My Account screen, you can set limits for the gaming you do on your FireKeepers account. The details on the limits available to you are detailed below: 
    • Deposit Limits: You may set daily, weekly, and monthly deposit limits to control how much money you deposit into your account. Once this limit is reached, you will not be allowed to make further deposits until the time period has ended. 
    • Betting Spending Limits: You may set daily, weekly, and monthly limits on the maximum amount of money you wish to spend. Once this limit is reached, you will not be allowed to make further wagers until the time period has ended.
    • Time Limits: You can set daily, weekly, and monthly limits to control the amount of time (set in minutes) you can spend logged into your account. Once this limit is reached, you will not be permitted to log into your account until the time period (daily, weekly, monthly) has ended.
  1. You can raise or lower your personal limits at any time. Lowering a limit will take immediate effect, potentially logging you out of your account or preventing further wagers or deposits. If you choose to raise a limit you must wait 24 hours for such changes to take effect.
  2. As mentioned in our commitment to Responsible Gaming, we will not raise or reset a reached limit you have placed yourself. Such limits will be required to run their course. 

3. Player Breaks

You are invited to, at any time, give yourself a break from your gaming. There are several methods available to you for imposing a period of time away from playing. 

  • Cool Off: One option to take a break from gambling is by requesting a self-suspension or Cool Off Period. You can select between three (3) and thirty (30) days from the drop-down menu. Once you select Apply and confirm your selection, this will suspend your access to your FireKeepers iGaming account. During this period, you will be unable to log into your FireKeepers iGaming Account, and thus will be unable to wager or deposit. FireKeepers Casino will take all reasonable measures to stop all promotional offers directed to you. As mentioned in our Commitment to Responsible Gaming, we will not rescind or stop a Cool Off you have placed yourself. Such self-imposed breaks will be required to run their course. Your account will automatically be made available to you for login at the end of your selected “Cool Off Period”.
  • Self-Exclusion from FireKeepers: If, at any point, you become concerned your gambling is becoming a problem, you can elect to self-exclude yourself from the FireKeepers’ iGaming platform. Selecting this option will prevent you from gambling on our platform, including both casino games and sports betting. You can select a period of either 1 or 5 years for this exclusion. While in this period, you will be blocked from accessing our site via your current account and any attempt to open a new account will be blocked as soon as the attempt is detected. We will stop sending you all promotional offers during this period. As mentioned in our commitment to Responsible Gaming, we will not rescind or stop a Self-Exclusion you have placed yourself, such periods will be required to run their course. At the end of your selected period, you will automatically be permitted to access your account again.
  • Self-Exclusion from All Michigan iGaming: If you wish to exclude yourself from all internet gaming and/or internet sports betting in the State of Michigan for either a 1 year or 5 year period, you can complete and deliver a completed Application for Placement in the Responsible Gaming Database at any Michigan Gaming Control Board office located at any of the 3 Detroit casinos or at the Board’s offices located at: Michigan Gaming Control Board, 3062 W. Grand Blvd, Suite L-700, Detroit, MI 48202-6062. You may also access the Application online at https://www.michigan.gov/documents/mgcb/Responsible_Gaming_Database_Placement_Application_2021-1-15_713746_7.pdf and can submit the form electronically to: MGCB-DPL@michigan.gov, or mail the form to: ATTN: DPL Representative, Michigan Gaming Control Board, 3062 W. Grand Blvd, Suite L-700, Detroit, MI 48202-6062. Completing this process will prevent you from all online gambling in the state of Michigan, including on the FireKeepers platform. By placing your name in the Michigan Gaming Control Board’s Responsible Gaming Database, you will be automatically prohibited from accessing both internet casino games and internet sports betting on Our Site, even if You only wish to self-exclude from internet casino games or sports betting.
  • FireKeepers Casino Hotel Self-Exclusion: If you wish to exclude yourself from gambling at the FireKeepers Casino Hotel facility, you will need to do so through the Nottawaseppi Huron Band of the Potawatomi Gaming Commission’s Self-Exclusion process: https://nhbp-nsn.gov/wp-content/uploads/2020/03/NHBP-Self-Exclusion-Form.pdf. Such a Self-Exclusion has no effect on your ability to play on FireKeepers iCasino and Sportsbook. 
  • Closing Your Account: Due to regulations surrounding online wagering, record keeping, and player identity verification, we are not permitted to delete your personal data. However, you are entitled to close your account at any time by withdrawing the entire balance from Your Account and contacting Customer Service via live chat or via support.igaming@firekeeperscasino.com. We will respond within a reasonable time provided that You continue to assume responsibility for all activity on Your Account until such closure has been affected by us. Such closure requests may be rescinded up to one time by request and management review, but repeated requests are considered grounds for Responsible Gambling review and/or permanent account closure. 
  • FireKeepers Imposed Ban/Exclusion: Finally, we reserve the right to permanently ban or exclude you at our discretion if we determine that there is a reasonable risk that you are not gambling responsibly, and you do not take action to self-restrict after being contacted by our Team. You may appeal for a review of such a decision no sooner than 1 year after its enforcement. Our management will review your appeal and issue a decision no later than 10 days after it is received. We make no guarantee to reverse a decision we feel is in your best interest. 
  • You may request assistance at any time from our Customer Support Team via live chat or at support.igaming@firekeeperscasino.com to learn more about player breaks.  

4. Additional Patron Protection Steps

  • Age Verification: Age and identity-verification technology is used during account registration to ensure all players are at least 21 years of age. Any instance of a person under the age of 21 found playing online games will result in forfeiture of all winnings and probable referral to local law enforcement.
  • Account Access:  In the event you forget your account password, or you suspect that an unauthorized person has gained access to your password, you should immediately notify us of that fact. You may reset your password at any time by either contacting our Customer Service Team at support.igaming@firekeeperscasino.com, or by clicking on the “Forgot Password?” link on the log in screen.  Failure to maintain exclusive access to your account represents a breach of FireKeepers iCasino and Sports Book Terms and Conditions, and may result in action taken against your account. 
  • Looking Out for Minors: Responsible gaming means making sure parents or adults with persons under the age of 21 in the household understand the importance of supervising children’s online activities. We need your help to prevent underage gambling, as we cannot control or prevent persons under 21 from accessing our platform from your device. To ensure that children in your household are protected, we recommend that players install filtering software to block minors (or other persons under the age of 21) from accessing certain websites and programs, as well as the following the tips below for additional safeguards:
    • Do not leave unattended children near your computer or mobile device when you are logged into your Account;
    • Never allow anyone under 21 to participate in gambling activity on your devices;
    • Keep your Account username, password, and deposit method details out of the reach of your children and others;
    • Educate your children about the illegality and potential dangers of underage gambling.

5. Customer Support Services/Dispute Escalation – 

  • Should you have questions, or need assistance, regarding the use of our iCasino Services, our Customer Support Team may be contacted by any of the means described below. To provide better service and for your protection, chats, and emails will be recorded and/or monitored by authorized personnel. Such communications will be reviewed in the case of player dispute or complaint. 
  • Any complaints or disputes you have regarding the Services, your Account, or the resolution of wagers should be directed to our Customer Support Team via live chat or at support.igaming@firekeeperscasino.com. Our Team will investigate your complaint and attempt to resolve the matter.  In some cases, we may need to request information from one of our Gaming Affiliates or other Third Parties providing services to our platform.  If you are not satisfied with the way your complaint is handled by our Customer Support Team, our management at FireKeepers Casino may intervene to resolve any outstanding grievance.  We will respond to your complaint no later than 10 calendar days after it is received by our Customer Support Team. You agree to follow and exhaust any grievance/dispute resolution process we may put in place from time to time.  If you are not satisfied with the response we have given you within that 10 day period, you may file a complaint with the Michigan Gaming Control Board by emailing MGCBweb@michigan.gov (do not include attachments or your email will be rejected) or calling (313) 456-4100, or by submitting the Patron Dispute Form on the MGCB website.
  • Information on how and where to submit an unresolved complaint to the MGSB may be found at: https://patroncomplaint.mgcb-apps-prod.state.mi.us/LandingPage or by utilizing the form found at: https://igamingdispute.mgcb-apps-prod.state.mi.us/iGamingComplaintHome. 
  • A copy of the MGCB’s current complaint form is located at: https://patroncomplaint.mgcb-apps-prod.state.mi.us/content/Documents/iGamingDispute%20Form.pdf.  We reserve the right to provide a copy of your initial complaint and relevant documentation to the MGCB as part of its review.

 
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