Play Smart, Stay in Control

Section 1

Our Commitment to Responsible Gaming

At 9e999, responsible gaming is not an afterthought — it is a core part of how we operate our platform for players across Bangladesh. We believe that gambling, when approached in an informed and measured way, is a legitimate form of entertainment. However, we also recognise that for some individuals, gambling can become harmful, and we take our duty of care to our players seriously.

9e999 has designed a comprehensive suite of responsible gaming tools that give players full control over how they interact with our platform. These tools are available to every registered account holder and can be activated at any time through your account settings or by contacting our support team. No waiting period is required to set a limit — restrictions take effect immediately upon activation.

We also invest in staff training so that our 24/7 support team can identify signs of problem gambling in player interactions and proactively reach out to players who may be at risk. Our approach to responsible gaming is grounded in three principles: transparency (so you always know what tools are available and how they work), accessibility (so help is never more than one email away), and respect (so you are never judged for using any responsible gaming tool or requesting account closure).

This page explains the full range of tools and policies 9e999 has in place. We encourage all players — not just those experiencing difficulties — to familiarise themselves with these features and to set personal limits as a proactive measure before any issues arise.

Section 2

Age Restriction — 18+ Only

The 9e999 platform is strictly available to adults aged 18 years and above. Gambling is an adult activity, and allowing underage individuals to access our services is something 9e999 treats as a matter of absolute priority to prevent.

Age Verification at Registration: All new players are required to provide their date of birth during the registration process. Where our systems flag a potential underage registration, the account is suspended immediately pending manual identity verification. We may request a copy of your National Identity Card (NID), passport, or other government-issued identification to confirm you meet the 18+ age requirement.

Withdrawal Verification: Before processing any withdrawal request, 9e999 completes a full KYC (Know Your Customer) check. This process includes age verification as a mandatory step. Accounts that cannot confirm the holder is 18 or above will not have withdrawal requests processed.

Protecting Minors in Your Household: If you share a device with younger family members, we strongly recommend enabling a password lock on the device, logging out of your 9e999 account after every session, and not storing your login credentials in the device's browser auto-fill. If you believe a minor has accessed your 9e999 account, contact [email protected] immediately.

Section 3

Recognising Problem Gambling

Problem gambling can develop gradually and is not always easy to recognise in yourself. The following signs may indicate that gambling is becoming — or has already become — a problem in your life. If you answer yes to several of the questions below, we encourage you to reach out to our support team or to use the self-exclusion tools described in Section 5.

If you answered yes to three or more of the questions above, your gambling behaviour may have moved beyond recreational. This does not mean you are in crisis — but it is a clear signal that it is time to use the tools and resources available to you. Contact [email protected] and our team will assist you without judgment.

Common Warning Signs to Watch for in Others:

Section 4

Responsible Gaming Tools

9e999 provides a range of practical tools that put you in control of your gambling activity. All tools listed below are available to every registered player and can be activated instantly via your account settings or by contacting [email protected]. There is no minimum account age or activity requirement to use any of these tools.

Section 5

Self-Exclusion

Self-exclusion is the most powerful tool available on the 9e999 platform for players who feel that they need a significant break from gambling or that their gambling has become problematic. When you self-exclude, your 9e999 account is fully suspended for the chosen duration — you will not be able to log in, deposit, place bets, or receive any promotional communications from 9e999 during the exclusion period.

Available Self-Exclusion Periods:

• 6 Months: Suitable for players who want a substantial break and time to reassess their relationship with gambling.
• 1 Year: Recommended for players experiencing moderate signs of problem gambling.
• 3 Years: For players who need a longer-term exclusion to address a serious gambling problem.
• 5 Years: For players who require an extended exclusion period.
• Permanent (Indefinite): A permanent self-exclusion that has no automatic end date. This option is available for players who wish to stop gambling at 9e999 entirely. A permanent exclusion can only be reviewed — not reversed — after a minimum of 5 years and only following a formal request and a structured review process.

How to Request Self-Exclusion: Email [email protected] with the subject line "Self-Exclusion Request" and specify your chosen exclusion period. Include your registered username and the mobile number associated with your account. Your account will be suspended within 24 hours of your request being received, and you will receive a written confirmation of your exclusion.

During Your Self-Exclusion Period: 9e999 will use reasonable technical means to prevent you from accessing your account. All pending withdrawal requests will be processed and paid out to your registered bKash, Nagad, or bank account within the standard processing timeframe. Any bonus funds that have not yet been converted to real-money winnings will be forfeited upon exclusion. Your personal data will be retained in accordance with our Privacy Policy and the mandatory retention periods required by law.

Re-Opening After Exclusion: At the end of your chosen exclusion period (excluding permanent exclusions), your account will not automatically reopen. You must submit a written request to [email protected] to reactivate your account. Before reactivating, you will be provided with responsible gaming information and asked to confirm that you wish to resume play. There is a mandatory 24-hour waiting period between your reactivation request and account reinstatement.

Section 6

Support & Resources

If gambling is causing distress in your life, you do not need to face it alone. Below is a list of the support options available to you — both through 9e999 directly and through general mental health and counselling resources. All support contacts below are confidential.

9e999 Support Team:

• Available 24 hours a day, 7 days a week via email at [email protected]
• Support is provided in English for all players in Bangladesh.
• Our team can help you activate any responsible gaming tool, process a self-exclusion request, close your account, or simply talk through your concerns and refer you to appropriate resources.
• All responsible gaming requests are handled with complete confidentiality and without judgment.

General Wellbeing and Mental Health Support (Bangladesh):

• Kaan Pete Roi (Listen to Me): A Bangladeshi emotional support and mental health helpline offering confidential listening support. Available to adults experiencing anxiety, depression, or personal crisis — including gambling-related distress.
• National Mental Health Helpline (Bangladesh): Government-run mental health support available through the Directorate General of Health Services (DGHS). Contact your nearest district health office for referral.
• Trusted family members, friends, or community leaders: Talking to someone you trust is often the first and most important step. You do not need to handle this alone.

For Family Members and Friends:

If you are concerned that someone close to you has a gambling problem, the most helpful steps you can take are to open a calm, non-judgmental conversation about your concerns, encourage them to use the tools and resources on this page, and offer to help them contact 9e999 support to activate restrictions on their account. Avoid accusations or ultimatums — problem gambling is a complex issue and recovery is most successful when approached with patience and understanding.

Section 7

Account Closure

If you decide that you no longer wish to maintain a 9e999 account — for any reason — you have the right to close your account at any time. Account closure is permanent and differs from a temporary cooling-off period or a time-limited self-exclusion.

How to Close Your Account: Send an email to [email protected] with the subject line "Account Closure Request". Include your registered username and mobile number. Our team will process your request within 2 business days. Any available real-money balance in your account at the time of closure will be paid out to your registered withdrawal method (bKash, Nagad, Rocket, Upay, or bank account) before the account is closed.

What Happens to Your Data: Following account closure, your personal data will be retained for the periods set out in our Privacy Policy and as required by applicable data protection and anti-money laundering regulations. You may request a Subject Access Report of all data held about you at any time by emailing [email protected].

Re-Registration After Closure: Players who have closed their account for responsible gaming reasons or via a self-exclusion request are not eligible to re-register during the exclusion or cooling-off period. Players who have permanently self-excluded may not re-register at any future point without completing a structured review process as described in Section 5.

Section 8

Contact Our Team

Our dedicated support team is here for you around the clock. Whether you want to activate a deposit limit, request a self-exclusion, ask a question about your account activity, or simply talk through a concern, we are ready to help. All responsible gaming enquiries are handled with full confidentiality and with compassion.

Contact Method: Email [email protected] — plain text only, not a clickable link. Use a clear subject line to help us route your enquiry to the right team member quickly (e.g., "Self-Exclusion Request", "Deposit Limit Request", "Responsible Gaming Query", "Account Closure Request").

Response Time: Responsible gaming requests are treated as high-priority. We aim to acknowledge all responsible gaming enquiries within 2 hours and to fulfil tool-activation requests (such as self-exclusion or deposit limits) within 24 hours of receipt.

Support Hours: 24 hours a day, 7 days a week. Bangladesh Standard Time (BST, UTC+6).