Responsible Gaming at rg99 — Play Safe, Stay in Control

Gaming and sports betting on rg99 are designed to be entertaining activities — a source of excitement around cricket, slots and live casino games, not a solution to financial or personal problems. For the vast majority of players, rg99 is exactly that: a fun, safe platform to enjoy during leisure time. However, rg99 acknowledges that for a small number of people, gambling can become a problem. Problem gambling can affect a person's mental health, relationships, financial stability and overall wellbeing. It does not discriminate by age, income or background.

rg99 takes its responsible gaming obligations seriously. We have built a suite of player-facing tools that give you direct control over your gaming activity. We also train our support team to recognise the signs of problem gambling and to respond with empathy and without judgement. Whether you need a quick cooling-off period or a long-term self-exclusion, rg99 is here to support you. Gaming should always be a choice, never a compulsion.

rg99 strictly enforces a minimum age requirement of 21 years for all players. This is not merely a platform policy — it is a non-negotiable boundary that exists to protect young people from the financial and psychological risks associated with gambling. Every new account on rg99 is subject to mandatory age and identity verification as part of our KYC process. Accounts that cannot be verified as belonging to a player aged 21 or above will be closed immediately, and any deposited funds will be returned to the originating payment method.

If you are a parent or guardian and suspect that a person under 21 has created an account on rg99, please contact our support team immediately at [email protected]. We will act without delay. We also recommend that parents and guardians use parental control software to restrict access to gambling websites on shared devices used by minors.

Deposit limits are one of the most practical tools for keeping your gaming budget under control. rg99 allows you to set a maximum deposit amount on a daily, weekly or monthly basis. When a deposit limit is active, it applies immediately — you will not be able to deposit an amount that exceeds your current limit during that period. To set a deposit limit, contact rg99 support at [email protected] with your registered username and the limit amount and period you require.

• Daily limit: caps the total amount you can deposit within a single calendar day. Useful for players who want to maintain a strict daily budget.
• Weekly limit: caps the total amount you can deposit in any rolling 7-day window. A good option for players who prefer to plan their gaming budget week by week.
• Monthly limit: caps the total deposit amount for the calendar month. Ideal for players who budget on a monthly basis and want to align their gaming spend with their overall finances.

You can request to reduce your deposit limit at any time and the reduction takes effect immediately. A request to increase a deposit limit will not take effect for a minimum of 24 hours, giving you a built-in reflection period. rg99 strongly recommends setting deposit limits proactively, before any concern arises, as part of a healthy and sustainable approach to gaming.

If you feel that you need a short break from gaming — whether due to stress, a losing streak, a personal event, or simply because you want to reassess your gaming habits — rg99's time-out feature lets you temporarily suspend your account without permanently closing it. Time-outs are available in the following durations and take effect immediately upon confirmation:

• 24-hour time-out: a one-day pause, ideal for a quick reset after a frustrating session or after placing a large bet that you want time to reconsider.
• 48-hour time-out: a two-day break to step away from the platform over a weekend or during a busy period in your personal or professional life.
• 7-day or 30-day time-out: a longer cooling-off period, recommended for players who have noticed a change in their gaming patterns and want extended time away to reflect and seek advice if needed.

During a time-out, your account balance is preserved and all active promotions are paused. When the time-out expires, your account is automatically reactivated and you may log in as normal. If at the end of a time-out you feel that you are still not ready to return to gaming, we strongly encourage you to apply for a longer time-out or to request self-exclusion. Contact rg99 support at [email protected] to activate a time-out at any time.

Self-exclusion is the most powerful responsible gaming tool available on rg99. It is designed for players who feel that their gambling is no longer under control and who want a firm, enforceable boundary that prevents them from accessing the platform for an extended period. rg99 takes self-exclusion requests very seriously and processes them without delay.

Self-exclusion periods available on rg99 are as follows. To request self-exclusion, contact our support team at [email protected] with your username and your chosen exclusion period:

• 6-month self-exclusion: account fully locked for 180 days. Suitable for players experiencing a period of high stress or financial difficulty.
• 1-year or 3-year self-exclusion: longer exclusions for players who need a substantial break from all gambling activity and want a meaningful commitment to change.
• Permanent self-exclusion: an indefinite, irrevocable closure of your rg99 account. Any verified balance will be returned to your registered payment method. Permanent exclusion cannot be reversed.

During the self-exclusion period, rg99 will not send you any promotional messages, bonus offers or marketing communications. If a self-excluded player attempts to open a new account, rg99 reserves the right to close the new account immediately and return any deposited funds. rg99 strongly recommends that self-excluded players also seek professional support from a counsellor or mental health professional during their exclusion period.

Ask yourself the following questions honestly. There are no right or wrong answers — only honest ones that can help you make an informed decision about your gaming activity:

• Do you spend more money on gambling than you originally planned, or more than you can comfortably afford?
• Have you ever tried to win back money you have lost by placing more bets — sometimes called "chasing losses"?
• Do you find it difficult to stop gambling once you have started, even when you intend to play for only a short time?
• Have you borrowed money, sold possessions, or neglected bills or essential expenses in order to fund your gambling?
• Has gambling caused arguments or tension with family members, friends or a partner, or led you to hide your gambling activity from people close to you?
• Do you use gambling as a way to escape from stress, anxiety, loneliness, boredom or other personal problems?
• Have you felt guilty, ashamed or anxious about your gambling behaviour after the fact, or noticed that you need to gamble with larger amounts to get the same level of excitement?

If you answered yes to three or more of the questions above, please contact rg99 support immediately at [email protected]. Our team will listen without judgement and help you access the right tool — whether that is a deposit limit, a time-out, or a full self-exclusion. You do not need to be in crisis to ask for help. Reaching out early is always the right decision.

rg99 is committed to preventing access to the platform by minors and by individuals who may be in a vulnerable position due to mental health conditions, financial hardship, addiction or emotional distress. Our support team is trained to identify accounts that show patterns consistent with vulnerable play — including unusually rapid deposit escalation, repeated requests to increase limits immediately after setting them, or contact that suggests emotional distress — and to respond with appropriate care, which may include proactively offering responsible gaming tools or escalating to a welfare check.

If you are concerned about another person's gambling — a family member, a friend, or someone you care about — please do not hesitate to contact us. rg99 can share general guidance on how to approach conversations about problem gambling sensitively and can, with appropriate consent, apply account restrictions to help protect the individual concerned. You can reach our support team at [email protected] at any time.

If you feel that gambling is becoming a problem — or if you simply want to put better boundaries in place before any problem develops — rg99's support team is your first point of contact. We are available 24 hours a day, 7 days a week, including during Eid, Pohela Boishakh, Victory Day and all public holidays observed in Bangladesh. No appointment is needed and no reason is required — you can contact us purely because you want to set a deposit limit, and that is entirely sufficient.

To activate any responsible gaming tool — deposit limit, time-out, self-exclusion, activity statement — send an email to [email protected] with your registered username and a clear description of the tool and settings you require. Our team will confirm the activation within a short timeframe. For urgent requests (for example, if you feel the need to self-exclude immediately), please mark your email subject line as "URGENT — Responsible Gaming Request" and our team will prioritise your case.

rg99 also recommends that players who feel their gambling has become problematic consider reaching out to professional counselling and mental health services. Speaking with a trained counsellor can provide perspective, coping strategies and a safe space to discuss gambling concerns without judgement. Your wellbeing is more important than any gaming session, and taking the step of seeking help is a sign of strength, not weakness.

rg99 is built on the belief that a sustainable gaming platform must put player welfare at its core — not just player revenue. We believe that a player who games responsibly, within their means and with full awareness of the risks, is a player who will enjoy rg99 for the long term. Responsible gaming is therefore not a legal compliance checkbox for rg99; it is a fundamental part of how we operate. Every feature, every promotion and every communication we produce is reviewed with responsible gaming principles in mind.

We will continue to invest in responsible gaming tools, staff training and player education as the platform grows. rg99 welcomes feedback from players, families and community organisations on how we can improve our responsible gaming programme. If you have a suggestion, a concern, or simply want to share your experience, please write to us at [email protected]. Together, we can make gaming in Bangladesh safer, more transparent and more enjoyable for everyone who chooses to participate.