My Account (Responsible Gaming)

Article Title
Account & Verification – Responsible Gaming Settings

Category
Responsible Gaming / Account Settings

General Information
The Responsible Gaming section in My Account allows players to manage limits and restrictions on their account, including deposit limits, daily loss limits, self-exclusion, and cool-off periods. These tools help players control their spending and maintain responsible play.

Purpose / Objective
To guide agents in helping players understand and navigate Responsible Gaming settings, including how to set limits or restrict account activity.

Scenario / Use Case
A player wants to set limits on deposits or losses, temporarily restrict access to their account, or fully self-exclude.

Step-by-Step Instructions

1. Instruct the player to log into their account.

2. Navigate to:

   • My Account > Responsible Gaming

3. Select the desired feature:

Deposit Limits

• Set daily, weekly, or monthly deposit limits
• Decreasing limits → Takes effect immediately
• Increasing limits → Takes effect after 48 hours

Daily Loss Limits

• Set a maximum amount the player can lose in one day
• Once reached, no further losses are allowed beyond the limit plus winnings

Self-Exclusion

• Temporarily closes the account for a defined period
• Player cannot log in or perform any account activity
• Account cannot be reopened during this period

Cool-Off Period

• Temporarily restricts account for 3–30 days
• Player cannot deposit or play
• Player can still log in and withdraw funds

Additional Information / Tips

• Responsible Gaming settings are player-controlled and designed for self-management.
• Limit decreases apply immediately to help prevent overspending.
• Limit increases are delayed (48 hours) to prevent impulsive changes.
• Self-exclusion cannot be reversed once activated.
• Cool-off periods must expire naturally before normal activity resumes.

Variations / Related Questions Phrased Differently

• “How do I set a deposit limit?”
• “Can I limit how much I lose?”
• “How do I take a break from playing?”
• “What is a cool-off period?”
• “How do I self-exclude my account?”
• “Why can’t I increase my limit right away?”

Common Issues / Troubleshooting

• Issue: Limit increase not applied immediately

  • Explain 48-hour delay for less restrictive changes

• Issue: Player cannot deposit or play

  • Check for active cool-off or self-exclusion restrictions

• Issue: Player wants to reverse self-exclusion

  • Inform them it cannot be reversed until the period ends

• Issue: Player unsure where to find settings

  • Guide to My Account > Responsible Gaming

• Issue: Player confused about loss limits

  • Explain it includes total losses but allows use of winnings within the limit