Reality Checks

Article Title
Reality Checks

Category
General / Site & Games Information

General Information
A Reality Check is a Responsible Gaming feature that reminds players how long they have been actively playing. This feature appears automatically after a set period and cannot be turned off or adjusted.

Purpose / Objective
To inform agents how Reality Checks function and assist players in understanding why the pop-up appears during gameplay.

Scenario / Use Case
A player notices a pop-up while playing and wants to understand what it is, why it appears, or how it works.

Step-by-Step Instructions

1. Inform the player that a Reality Check appears automatically after 2 hours (120 minutes) of gameplay.

2. Explain how the timer works:

   • Starts from when the player logs in
   • OR appears if 120 minutes have passed since the last Reality Check

3. Clarify when the pop-up will appear:

   • When opening a new game
   • After placing a bet

4. Advise that the pop-up will only appear if the player has a balance.

5. Explain the player options:

   • Continue: Closes the pop-up and allows continued play
   • Sign Out: Logs the player out of their account

Additional Information / Tips

• The Reality Check feature cannot be turned off.
• The timing (120 minutes) cannot be adjusted.
• It is designed to promote responsible gaming awareness.

Variations / Related Questions Phrased Differently

• “Why do I keep getting a pop-up while playing?”
• “What is the 2-hour reminder?”
• “Can I turn off the playtime notification?”
• “Why does it log me out or ask me to continue?”

Common Issues / Troubleshooting

• Issue: Player wants to disable Reality Checks

  • Inform them the feature cannot be turned off

• Issue: Player confused about timing

  • Explain the 120-minute interval and session-based trigger

• Issue: Pop-up appears unexpectedly

  • Clarify it appears when opening a game or placing a bet after the time threshold

• Issue: Player unsure what to select

  • Explain Continue vs Sign Out options