How to Set a Cool Off

Article Title
How to Set a Cool-Off

Category
Responsible Gaming / Other

General Information
A Cool-Off is a Responsible Gaming feature that allows players to temporarily restrict account activity for a selected period (3–30 days). Once applied, the Cool-Off must run its full duration before normal account activity can resume.

Purpose / Objective
To guide agents in assisting players with setting a Cool-Off and explaining restrictions and limitations associated with it.

Scenario / Use Case
A player wants to take a break from playing or restrict their account temporarily, or asks how to remove a Cool-Off early.

Step-by-Step Instructions

Player Sets a Cool-Off

1. Instruct the player to log into their account.
2. Navigate to:
   • My Account > Responsible Gaming > Cool-Off
3. Select the desired time frame (3–30 days) from the dropdown menu.
4. Click Apply.
5. Confirm the selection in the pop-up prompt.
6. Player will receive a confirmation of the Cool-Off.

Agent Sets a Cool-Off

1. Navigate to the Responsible Gaming tab in the backend.
2. Locate the Cool-Off row.
3. Click Set under Actions.
4. Select the appropriate Cool-Off duration.
5. Click Apply.
6. Confirm by selecting OK.

Additional Information / Tips

• Once a Cool-Off is applied:
  • The player cannot deposit, bet, or make account changes
  • The Cool-Off must expire naturally and cannot be removed early
• Players are still able to:
  • Log in
  • Withdraw funds
  • Participate in the loyalty program

Variations / Related Questions Phrased Differently

• “How do I take a break from my account?”
• “How do I set a cool-off?”
• “Can I pause my account?”
• “How long can I set a cool-off for?”
• “Can you remove my cool-off early?”

Common Issues / Troubleshooting

• Issue: Player wants to remove Cool-Off early

  • Explain it cannot be lifted and must expire naturally

• Issue: Player cannot deposit or play

  • Confirm if a Cool-Off is active and explain restrictions

• Issue: Player unsure where to set Cool-Off

  • Direct them to My Account > Responsible Gaming > Cool-Off

• Issue: Player confused about restrictions

  • Clarify allowed vs restricted actions during Cool-Off