Reinstatement from Self-Exclusion

Article Title
Reinstatement from Self-Exclusion

Category
Responsible Gaming / Reactivate from Self-Exclusion

General Information
After a self-exclusion period ends, players must complete a reinstatement process to regain access to their account. This process ensures players review responsible gaming tools and make informed decisions before reactivation.

Purpose / Objective
To guide agents in assisting players with the reinstatement process after a self-exclusion period has expired.

Scenario / Use Case
A player’s self-exclusion has ended and they want to regain access to their account, or they are unsure how to complete the reinstatement process.

Step-by-Step Instructions

Player Reinstatement Process

1. Player logs in after the self-exclusion period has expired.

2. The player will be presented with a series of required screens:

   • Safeguards and Tools
   • Betting Responsibly
   • Problem Gambling
   • Help and Support

3. The player must review each section and proceed through the process.

4. On the final screen, the player selects “Reactivate My Account.”

5. Once completed, the player will be logged in and their account will be reactivated.

Important Notes

• If the player does not complete the full process:

  • The reinstatement will reset
  • The account will still show as self-excluded in NeoSphere

• Mobile App Users:

  • Players attempting to log in via the mobile app will receive an error message directing them to complete reinstatement on the website

Error Message:
“You have completed the self-exclusion period, please visit the Michigan Lottery website to reinstate your account.”

Deposit Limit After Reactivation

• If the player previously had a deposit limit above $250 weekly, it will be reduced to:
  • $250 per week

Examples:

• Previous: $1,500 weekly → New: $250 weekly
• Previous: $100 daily → New: $250 weekly
• Previous: $30 daily → No change

Additional Information / Tips

• The reinstatement process is required for all players after self-exclusion.
• Players must complete all steps in one session to successfully regain access.
• The process includes educational and responsible gaming resources.

Variations / Related Questions Phrased Differently

• “How do I get my account back after self-exclusion?”
• “My exclusion ended—what do I do now?”
• “Why can’t I log in after my exclusion is over?”
• “How do I reactivate my account?”

Common Issues / Troubleshooting

• Issue: Player cannot log in after exclusion ends

  • Ensure they complete the reinstatement process

• Issue: Player using mobile app cannot proceed

  • Direct them to complete reinstatement on the website

• Issue: Process keeps restarting

  • Ensure player completes all steps fully without exiting

• Issue: Player confused about deposit limit after reactivation

  • Explain automatic adjustment to $250 weekly (if applicable)