Loss Limit

Article Title
Loss Limits

Category
Responsible Gaming / Other

General Information
Loss Limits are a Responsible Gaming feature that allows players to control the maximum amount they can lose in a day. These limits are calculated based on player activity and are set on a calendar-based daily timeframe.

Purpose / Objective
To guide agents in assisting players with setting, understanding, and managing daily loss limits.

Scenario / Use Case
A player wants to set a daily loss limit, understand how it works, or asks why they are unable to continue playing due to reaching their limit.

Step-by-Step Instructions

Setting a Loss Limit

1. Instruct the player to log into their account.
2. Navigate to:
   • My Account > Responsible Gaming > Daily Loss Limits
3. Enter the desired daily loss limit amount.
4. Click Submit.
5. Confirm the selection in the pop-up by clicking OK/Confirm.

Viewing Loss Limits (Agent Side)

• Agents can view player-set limits in the Responsible Gaming tab in the backend.

Key Rules and Behavior

• Timeframe:

  • Daily limit resets based on a calendar day (midnight to midnight, 24-hour cycle)

• Minimum Limit: $1

• Maximum Limit: $2,000,000,000

• Effect of Changes:

  • Decreasing limit → Takes effect immediately
  • Increasing or removing limit → Takes effect after 48 hours

• Additional Notes:

  • No default loss limit is applied to accounts
  • Free games count toward loss limits

• Calculation Formula:

  • ((Total Debit - Total Credits) + Current Bet) < Net Loss Limit

Additional Information / Tips

• Players will not be able to exceed their set loss limit once reached.
• Encouraging players to set limits can support responsible play.
• Always confirm the player understands the delay when increasing limits.

Variations / Related Questions Phrased Differently

• “How do I set a loss limit?”
• “Why can’t I keep playing?”
• “What is a daily loss limit?”
• “How does my loss limit work?”
• “Can I increase my loss limit right away?”

Common Issues / Troubleshooting

• Issue: Player cannot continue playing

  • Confirm if the daily loss limit has been reached

• Issue: Player wants to increase limit immediately

  • Explain 48-hour delay for increase/removal

• Issue: Player confused about reset time

  • Explain calendar-based reset (midnight daily)

• Issue: Player unaware free games count

  • Clarify that all gameplay contributes to loss calculation