How Player Sets a Self Exclusion

Article Title
How a Player Sets a Self-Exclusion

Category
Responsible Gaming / Self-Exclusion

General Information
Self-Exclusion is a Responsible Gaming feature that allows players to close their account for a specified period. During this time, players cannot access their account until the exclusion period expires.

Purpose / Objective
To guide agents in assisting players with setting a self-exclusion and explaining the rules, restrictions, and available options.

Scenario / Use Case
A player wants to restrict access to their account for a set period, asks about withdrawing remaining funds, or requests to remove a self-exclusion early.

Step-by-Step Instructions

Player Sets a Self-Exclusion

1. Instruct the player to log into their account.

2. Navigate to:

   • Click their name/arrow → My Account

3. Select Self-Exclusion under Responsible Gaming.

4. Choose a time frame from the dropdown:

   • 3 months
   • 6 months
   • 1 year
   • 2 years
   • (Permanent exclusion available by request)

5. Click Submit.

6. Confirm the selection in the final confirmation message.

7. Inform the player:

   • They will be unable to log in during the exclusion period
   • Attempting to log in will display a restriction message

If Player Has Remaining Balance

• Ask the player if they want to withdraw funds or leave them until access is restored

If withdrawal is requested:

• Remaining winnings → Submit a Compliance Withdrawal Request
• Deposits not yet played → Submit a Refund Request
• Mixed funds (deposits + winnings) → Submit a Compliance Withdrawal Request

If Player Requests Early Removal

• Inform the player that:
  • Self-exclusions must expire naturally
  • They cannot be removed early under any circumstance

Additional Information / Tips

• Self-exclusion immediately restricts all account access once confirmed.
• Permanent exclusions can be requested but are not reversible.
• Always clearly explain restrictions before the player confirms the exclusion.

Variations / Related Questions Phrased Differently

• “How do I block my account?”
• “How do I self-exclude?”
• “Can I take a break from my account?”
• “How long can I exclude myself for?”
• “Can I reopen my account early?”

Common Issues / Troubleshooting

• Issue: Player cannot log in after setting exclusion

  • Confirm self-exclusion is active and explain restriction

• Issue: Player wants to remove exclusion early

  • Explain it must run full duration and cannot be lifted

• Issue: Player unsure what happens to funds

  • Explain withdrawal and refund options based on balance type

• Issue: Player confused about timeframes

  • Review available durations and permanent option