Player Makes a Threat Against Themselves or Another

Article Title
Player Makes a Threat Against Themselves or Another

Category
General / Security Query

General Information
When a player makes a threat against themselves or others (via chat or phone), agents must follow strict escalation and safety protocols. These situations are considered high priority and may require immediate involvement of leadership and law enforcement.

Purpose / Objective
To ensure agents properly handle threats made by players while maintaining safety, gathering information, and escalating appropriately.

Scenario / Use Case
A player makes a threatening statement during a chat or phone interaction, such as self-harm or harm toward others.

Step-by-Step Instructions

Chat / Phone Contacts

1. DO NOT terminate the interaction

   • Keep the player engaged to gather as much information as possible

2. Notify a Team Lead or Leadership immediately

3. Remain calm and professional

   • Maintain a composed and controlled tone throughout the interaction

4. Exclude the player

   • Follow the “Clear RG Statements that force an exclusion/cool-off process” protocol

5. Escalate to law enforcement if applicable

   • Follow the “For contacting Law Enforcement/Emergency Services about physical threats” protocol
   • Provide player PII if required
   • All physical threats must be reported to law enforcement

6. Log the case

Email Contacts

• Follow the Threatening Emails protocol for handling threats received via email

Additional Information / Tips

• These cases should always be treated as urgent and serious.
• Do not attempt to resolve the situation alone—escalation is required.
• Focus on gathering information while ensuring safety procedures are followed.

Variations / Related Questions Phrased Differently

• “I’m going to hurt myself if I don’t get my money.”
• “I’m going to come there and hurt someone.”
• “Someone is going to get hurt if this isn’t fixed.”
• “I feel like hurting myself over this.”

Common Issues / Troubleshooting

• Issue: Agent unsure whether statement is serious

  • Treat all threats as serious and follow escalation procedures

• Issue: Player becomes aggressive or escalates behavior

  • Remain calm and continue gathering information while escalating immediately

• Issue: Agent unsure whether to end interaction

  • Do NOT terminate the interaction unless directed by leadership

• Issue: Delay in leadership response

  • Continue engagement and escalate through available channels until addressed