Player Protection

Responsible Gaming at xc99

At xc99, we believe gambling should always be an enjoyable form of entertainment — never a source of stress or harm. Our responsible gaming framework gives every player in Bangladesh the tools, information, and support they need to stay in control.

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How We Protect Players

Built-in Tools for Safer Play

xc99 has integrated responsible gaming features directly into the platform so that every player across Bangladesh — from Dhaka to Cox's Bazar — has immediate access to the controls that matter most.

Deposit Limits

Set daily, weekly, or monthly deposit caps in BDT to keep your spending within a budget you are comfortable with. Limits take effect immediately and can only be reduced instantly — increases require a 7-day cooling-off period.

Loss Limits

Define the maximum amount you are willing to lose within a set period. Once your loss limit is reached, xc99 will pause your ability to place further wagers until the limit period resets — protecting you from chasing losses.

Session Time Limits

Choose how long each gaming session can last. When your chosen time is up, xc99 will display a clear notification and, if you wish, automatically log you out — helping prevent extended, unintended play.

Time-Out / Cool-Off

Take a short break from gambling by activating a time-out period ranging from 24 hours to 6 weeks. During a time-out, you cannot log in or place bets, giving you space to reassess your habits without permanently closing your account.

Self-Exclusion

Request a longer-term self-exclusion for periods of 6 months, 1 year, 3 years, or permanently. During self-exclusion, your account is fully blocked, all marketing communications are stopped, and re-registration attempts are refused.

Reality Checks

Enable periodic on-screen reminders that show you how long you have been playing and how much you have wagered in the current session. These reality-check pop-ups appear at intervals you choose — every 15, 30, or 60 minutes.

1 Our Commitment to Responsible Gaming

xc99 was built with the firm belief that online gambling must be a safe, transparent, and responsible activity. We serve players across Bangladesh — in cities like Dhaka, Chittagong, Sylhet, Rajshahi, Khulna, Barisal, Rangpur, Mymensingh, and Cox's Bazar — and we take our duty of care to each of those players seriously.

Responsible gaming is not an afterthought at xc99. It is a core part of how we design the platform, train our support staff, and communicate with our community. We continuously review our player-protection tools, update our procedures, and invest in the technology that allows us to identify and respond to signs of problem gambling early.

Our responsible gaming programme is guided by three fundamental principles:

  • Prevention: We make it as easy as possible for players to set limits before any issues arise, through intuitive account controls that are accessible at any time from the account settings panel.
  • Early intervention: Our platform monitors for behavioural indicators of problem gambling — such as unusually rapid deposit sequences, extended unbroken sessions, and loss-chasing patterns — and our support team is trained to reach out proactively when these signals are detected.
  • Support and recovery: When a player needs help, xc99 provides clear pathways to both internal support (our 24/7 English-language team) and external organisations that specialise in gambling harm reduction.
Gambling is entertainment, not income. xc99 strongly encourages all players to treat gambling as a leisure activity funded by money they can afford to lose — never as a way to earn money, solve financial problems, or cope with stress or anxiety.

If you are ever concerned about your gambling behaviour, or that of someone you know, please read the sections below and reach out to our support team at any time. There is no stigma in asking for help, and xc99 is here to support you.

2 18+ Age Restriction

Gambling is strictly for adults aged 18 and above.

xc99 operates a zero-tolerance policy toward underage gambling. It is illegal for any person under the age of 18 to open an account or participate in any form of gambling activity on the xc99 platform. We verify the age of every player during the registration process and may request supporting identity documentation at any time.

xc99 employs a multi-layered age verification process to prevent minors from accessing the platform:

  • All new registrations require a date of birth to be entered, and accounts where the submitted age is below 18 are automatically rejected.
  • During the Know Your Customer (KYC) process, players are required to submit a government-issued photo identification — such as a National ID card or passport — confirming that they are 18 years of age or older.
  • Accounts that have not completed age verification are restricted from making deposits or withdrawals until verification is successfully completed.
  • If xc99 has reasonable grounds to suspect that a player may be under 18, the account will be suspended pending a full identity review. Any funds deposited by a verified underage player will be returned and the account permanently closed.

Protecting young people in your household

If you share a device with children or younger family members, xc99 strongly recommends the following precautions:

  • Never save your xc99 login credentials in a shared browser or device.
  • Always log out of your xc99 account when you are finished playing.
  • Consider installing parental control or web-filtering software on shared devices to restrict access to gambling websites.
  • Keep your account password confidential and change it regularly.
Parental controls: Software solutions such as Net Nanny, Qustodio, and built-in device screen-time controls can help restrict access to gambling platforms on shared or family devices. We encourage parents and guardians to make use of these tools.

3 Player Protection Tools

xc99 provides a comprehensive set of responsible gaming controls that are available to every registered player at any time. You can access these tools directly from your account settings panel without needing to contact support. The table below summarises the available tools, how they work, and how quickly they take effect.

Tool What It Does Available Periods Takes Effect
Deposit Limit Caps total deposits in BDT over a rolling period Daily / Weekly / Monthly Immediately (reductions); 7 days (increases)
Loss Limit Stops wagering once net losses reach a set amount in BDT Daily / Weekly / Monthly Immediately (reductions); 7 days (increases)
Wager Limit Caps total bet stakes in BDT over a rolling period Daily / Weekly / Monthly Immediately (reductions); 7 days (increases)
Session Time Limit Ends or warns when a single session reaches the chosen duration 30 min / 1 hr / 2 hr / Custom Next session after setting
Reality Check On-screen reminder showing time played and amount wagered Every 15 / 30 / 60 min Immediately
Time-Out (Cool-Off) Temporarily suspends account access and all gambling activity 24 hr / 48 hr / 1 week / 6 weeks Immediately
Self-Exclusion Fully blocks account, stops all marketing, prevents re-registration 6 months / 1 yr / 3 yr / Permanent Immediately

To access these controls, log in to your xc99 account, navigate to Account Settings, and select Responsible Gaming. All changes are logged with a timestamp, and confirmation is sent to your registered email address. If you encounter any difficulty setting a limit or tool, contact our support team at [email protected] and a member of our team will assist you within minutes.

Cooling-off period for limit increases: To prevent impulsive decisions during play, xc99 enforces a mandatory 7-day waiting period before any deposit, loss, or wager limit can be increased. Decreases, time-outs, and self-exclusion requests always take effect immediately — with no delay.

4 Self-Exclusion

Self-exclusion is the most powerful responsible gaming tool available on xc99. When you activate self-exclusion, your account is immediately suspended for the duration you choose. During the exclusion period, you will not be able to log in, place bets, make deposits, or receive any promotional or marketing communications from xc99.

Self-exclusion is appropriate when you feel that shorter cool-off periods or deposit limits are not sufficient — when you need a firm, enforced break from gambling to regain perspective and control.

How to activate self-exclusion on xc99:

1

Log in to Your Account

Access your xc99 account using your registered credentials and navigate to the Account Settings panel.

2

Open Responsible Gaming Settings

Within Account Settings, select the "Responsible Gaming" tab to view all available player protection tools.

3

Choose Self-Exclusion Period

Select your preferred exclusion duration: 6 months, 1 year, 3 years, or permanent. Permanent exclusion cannot be reversed.

4

Confirm Your Request

Review the exclusion terms and confirm your decision. Your account is blocked immediately. A confirmation email is sent to your registered address.

5

Alternatively, Contact Support

If you prefer, you can request self-exclusion by emailing [email protected] with the subject line "Self-Exclusion Request". Our team will action your request within 24 hours and send confirmation.

6

Returning After Exclusion

At the end of a timed exclusion (6 months, 1 year, or 3 years), your account will not automatically reactivate. You must contact support and undergo a 7-day reflection period before access is restored.

Important: If you have self-excluded from xc99 and attempt to re-register using a different name, email address, or device, xc99 will use all available methods to detect and block the new account. Circumventing a self-exclusion is a violation of our Terms & Conditions and may result in permanent account closure and forfeiture of any associated funds.

5 Recognising Problem Gambling

Problem gambling can affect anyone, regardless of age, background, or income level. Recognising the early warning signs — in yourself or in someone close to you — is the first step toward getting help. The signs below are indicators that gambling may be becoming a problem rather than a source of entertainment.

Gambling With Money You Cannot Afford

Using funds meant for rent, utilities, food, or other essential expenses to fund gambling activity.

Chasing Losses

Continuing to gamble in an attempt to recover money that has already been lost, often resulting in even greater losses.

Hiding Gambling Activity

Concealing the extent of gambling from family members, friends, or colleagues out of shame or fear of judgment.

Spending Increasing Time Gambling

Devoting progressively more hours to gambling, to the detriment of work, study, relationships, or health.

Feeling Restless or Irritable When Not Gambling

Experiencing strong urges, anxiety, or irritability when unable to gamble — a common sign of dependency.

Borrowing Money to Gamble

Taking out loans, borrowing from friends or family, or using credit facilities specifically to fund gambling activity.

If any of the above descriptions apply to you, please do not wait. Use xc99's self-exclusion or time-out tools, reach out to our support team, or contact one of the external support organisations listed in the next section. Early intervention makes recovery significantly more achievable.

Ask yourself these questions honestly: Have you ever gambled with money meant for something important? Have you tried to cut back on gambling but found it difficult? Has gambling ever negatively affected your relationships, work, or wellbeing? If you answered yes to any of these, speaking to a professional could make a meaningful difference.

6 Support & Help Resources

If you feel that gambling is negatively affecting your life, or the life of someone close to you, help is available. xc99 encourages all players to seek support without hesitation. Below are the primary avenues for assistance — both through xc99 directly and through external organisations.

xc99 Player Support

Our responsible gaming support team is available 24 hours a day, 7 days a week — including all Bangladeshi public holidays. Contact us at [email protected] with the subject line "Responsible Gaming Help" and a dedicated team member will respond promptly to assist you with account controls, self-exclusion, or simply to listen and point you toward the right resources.

Gamblers Anonymous

Gamblers Anonymous is an international fellowship of men and women who share their experience, strength, and hope with each other to overcome a gambling problem. Their programme is based on peer support and is available to anyone who wishes to stop gambling. Meetings are held in many countries and online sessions are available globally.

Gam-Anon

Gam-Anon is a support organisation specifically for the families, friends, and loved ones of people affected by problem gambling. If someone you care about has a gambling problem and you need guidance on how to help them — or how to protect yourself — Gam-Anon provides free, confidential peer support.

National Mental Health Helpline (Bangladesh)

Problem gambling is closely linked to mental health challenges including anxiety, depression, and stress. Bangladesh's national mental health helpline (Kaan Pete Roi and similar services) provides free counselling services accessible from anywhere in Bangladesh, including Dhaka, Chittagong, Sylhet, and other major cities.

Immediate Help

If you or someone you know is in crisis as a result of gambling — including financial distress, severe anxiety, depression, or thoughts of self-harm — please reach out to a mental health professional or crisis line immediately. In Bangladesh, the National Mental Health Helpline is available around the clock. You are not alone, and help is closer than you think.

7 Contact Our Responsible Gaming Team

xc99's responsible gaming team is a dedicated group within our player support department, trained specifically to handle sensitive conversations about gambling behaviour with empathy and without judgment. Whether you want to set up protective limits, discuss a concern, or request self-exclusion, we are here to help.

You can reach our responsible gaming team using the following contact details. Please note that all contact methods are text-based — no phone lines. This ensures a written record of all responsible gaming requests for your protection and ours.

  • Email: [email protected] — subject line: "Responsible Gaming"
  • Response time: Within 2 hours for responsible gaming requests (24/7, including Eid and public holidays)
  • Self-exclusion requests: Actioned within 24 hours of receipt; account suspended immediately upon confirmation
  • Limit adjustment requests: Processed in real time via account settings; support team can also apply limits on your behalf upon request
Your privacy is protected. All responsible gaming communications are treated as strictly confidential. They are stored separately from standard support records, accessible only to our responsible gaming team and senior management. This information is never used for marketing purposes and is not shared with third parties except where legally required.

If you are unsure whether your gambling is becoming a problem, we encourage you to complete a brief self-assessment. Many free online tools — such as the Problem Gambling Severity Index (PGSI) — are available to help you evaluate your relationship with gambling objectively. Our support team can point you toward these resources upon request.

Continue on xc99

Play Smart. Stay in Control.

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