Question 1

How do I set deposit limits on my account?

Accepted Answer

Setting deposit limits is simple and takes only a few minutes. Log in to your account and navigate to the Account Settings menu. From there, select the "Responsible Gaming" section and choose "Deposit Limits." You can set limits for daily, weekly, or monthly periods by entering your preferred maximum amount and confirming your selection. Reductions take effect immediately, while increases require a waiting period of 24 to 72 hours for your protection. You will receive a confirmation via email and SMS once your limit has been activated.

Question 2

Can I reverse a self-exclusion once it has been activated?

Accepted Answer

Once a self-exclusion is activated, it cannot be reversed or overridden during the active exclusion period. This policy exists specifically to protect players from impulsive decisions during vulnerable moments. If you have selected a time-limited exclusion (such as 6 months or 1 year), your account can be reopened only after the full exclusion period has expired and after you complete a formal reinstatement process including a cooling-off period. Permanent self-exclusion is completely irreversible under any circumstances. If you need to access funds remaining in your account during an exclusion, contact the customer support team, who can assist with withdrawal processing.

Question 3

What should I do if I think I have a gambling problem?

Accepted Answer

If you believe your gaming habits may be becoming problematic, the most important first step is to acknowledge that concern and take action immediately. Start by using the self-assessment questionnaire available on the responsible gaming page — it can help you evaluate the severity of the situation objectively. Next, activate protective tools such as deposit limits, session limits, or a cooling-off period through your account settings. If you feel you need a more substantial break, self-exclusion is available and takes effect immediately. For professional support, contact the Kaan Pete Roi helpline in Bangladesh or reach out to a licensed mental health professional who specializes in behavioral addiction. The platform's customer support team can also assist you in activating protective measures around the clock.

Question 4

How does the platform verify that players are 18 or older?

Accepted Answer

The platform employs a comprehensive multi-stage age verification process. During registration, all players must self-declare that they are 18 years of age or older. This is followed by a document verification stage where players must submit a government-issued ID such as a National ID card, passport, or birth certificate. These documents are reviewed both by automated screening systems and by the compliance team. Accounts that cannot be verified as belonging to adults are immediately suspended pending investigation. Ongoing monitoring throughout a player's account lifetime also helps detect any compliance issues that may arise after initial verification.

Question 5

Are there tools to help me track how much time I spend gaming?

Accepted Answer

Yes, the platform offers several tools to help you monitor your time spent gaming. The Reality Check feature sends automated pop-up notifications at intervals you define — for example, every 30 minutes or every hour — reminding you how long you have been playing and giving you the option to end your session. Session Time Limits allow you to set a maximum duration for any single gaming session, after which you are automatically logged out. You can also view your historical session data from the account dashboard, showing you a complete record of your gaming sessions over any custom time period. These tools work together to help you maintain full awareness of your gaming time.

Question 6

What happens to my funds if I self-exclude my account?

Accepted Answer

Your funds remain safe and accessible even if you choose to self-exclude your account. When a self-exclusion is activated, any funds remaining in your account balance are preserved and will not be forfeited. You can request a withdrawal of your remaining balance at any time during or after your exclusion period by contacting the customer support team. Withdrawal requests submitted during a self-exclusion period are processed through standard verification procedures and paid out via your registered payment method. Please note that bonus funds that have not yet met wagering requirements may be subject to standard terms and conditions at the time of exclusion. For specific questions about your balance during self-exclusion, the responsible gaming support team is available 24 hours a day.

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