How an Agent Sets a Self-Exclusion

Article Title
How an Agent Sets a Self-Exclusion

Category
Responsible Gaming / Self-Exclusion Request

General Information
Agents may set a self-exclusion on a player’s account either at the player’s request or as required by Responsible Gaming protocols. A self-exclusion restricts account access for a selected duration and cannot be reversed until the period ends.

Purpose / Objective
To guide agents in properly placing a self-exclusion on a player’s account and handling related scenarios such as remaining balances and third-party inquiries.

Scenario / Use Case
A player requests an agent to place a self-exclusion, or an agent must apply one based on Responsible Gaming guidelines.

Step-by-Step Instructions

Setting a Self-Exclusion in NeoSphere

1. Access the player’s account in NeoSphere.

2. Navigate to the Responsible Gaming tab.

3. Locate the Self-Exclusion row.

4. Click Set under Actions.

5. In the pop-up window:

   • Select the requested duration:
     • 1 month
     • 3 months
     • 6 months
     • Permanent

6. Click Apply.

7. Confirm the selection through the confirmation pop-ups.

Account View

• Self-Exclusion status can be viewed:
  • Under the player’s Birthday section
  • In the Responsible Gaming tab

If Player Has Remaining Balance

• Confirm whether the player wants to withdraw funds or leave them until access is restored

If withdrawal is requested:

• Remaining winnings → Submit a 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:
  • Self-exclusion must expire naturally
  • It cannot be removed early

Third-Party Inquiries

• Do NOT make changes or provide account details to third parties
• Advise them to encourage the account holder to contact support
• Provide support resources:
  • Michigan Problem Gambling Helpline: 800-270-7117

Additional Information / Tips

• Always confirm the requested duration before applying the exclusion.
• Ensure proper documentation when applying exclusions.
• Handle third-party concerns with empathy but maintain account privacy.

Variations / Related Questions Phrased Differently

• “Can you block my account for me?”
• “I need you to exclude my account.”
• “Can you put a restriction on my account?”
• “How do I get my account self-excluded by support?”
• “Can someone else request an exclusion for me?”

Common Issues / Troubleshooting

• Issue: Player asks to remove exclusion early

  • Inform them it must run the full duration

• Issue: Player has remaining balance questions

  • Clarify withdrawal vs refund vs mixed funds handling

• Issue: Third party requests action on account

  • Decline and direct them to have the account holder contact support

• Issue: Agent unsure where to apply exclusion

  • Guide to Responsible Gaming tab → Self-Exclusion row