Responsible Gaming at jilliveo

jilliveo is committed to offering a gambling environment that is safe, fair, and transparent for every player in Bangladesh and beyond. We recognise that while the vast majority of players enjoy gambling as a leisure activity without any issues, a small number of individuals may develop patterns of behaviour that cause harm to themselves or those around them. Our responsible gaming framework exists precisely to identify, support, and protect those individuals.

This commitment is embedded across every layer of the jilliveo platform — from the technology that powers our account controls to the training our support team receives when handling sensitive player conversations. Responsible gaming is not a regulatory checkbox for us; it is a core operating principle that shapes how we design features, communicate with players, and respond when things go wrong.

We are guided by the following principles in everything we do:

• Transparency: We provide clear, honest information about the odds, rules, and risks associated with every game and betting market on jilliveo.
• Player Control: We build and continuously improve tools that put control directly in the hands of players — not buried in menus, but accessible from the main account settings panel at all times.
• Early Intervention: We monitor gameplay patterns for signs of distress and proactively reach out to players whose activity suggests a potential problem, before that problem escalates.
• Zero Tolerance for Underage Gambling: We invest in robust age verification and enforcement to ensure that no person under 18 years of age can access real-money gambling on jilliveo.
• Non-Exploitative Marketing: We do not target promotions at players who have set deposit limits, are in a time-out, or have recently contacted support about a gambling-related concern.

Self-exclusion is the most powerful responsible gaming tool available on jilliveo. It is designed for players who recognise that they need a significant, enforced break from gambling and require the platform to actively prevent them from accessing their account during that period.

Available Self-Exclusion Periods

jilliveo offers the following self-exclusion durations:

• 3 months — a shorter exclusion for players who want a structured break while retaining the option to return after a defined period.
• 6 months — a medium-term exclusion suitable for players who have experienced a notable period of problematic gambling behaviour.
• 1 year — a long-term exclusion for players who need an extended enforced break.
• Permanent exclusion — a lifetime ban from all jilliveo services. This option is irreversible and is recommended for players who determine that they should not gamble at all.

What Happens During Self-Exclusion

Once a self-exclusion is activated, the following measures are applied immediately and without exception:

• Your account is locked — login is blocked for the full duration of the exclusion period.
• All pending bonus offers are cancelled and removed from your account.
• All marketing communications (email, SMS, push notifications) are suppressed for the duration of the exclusion.
• Any account balance at the time of exclusion remains held securely and is available for withdrawal — contact support to request a balance payout during an active exclusion period.
• Your exclusion cannot be reversed or shortened once activated. Requests to lift a self-exclusion before the agreed end date will be declined.

How to Request Self-Exclusion

Self-exclusion can be requested in three ways:

1. Via Account Settings: Log in → Account Settings → Responsible Gaming → Self-Exclusion. Select your preferred duration and confirm. The exclusion is applied within minutes.
2. Via Live Chat: Contact the jilliveo support team through the live chat feature. A trained agent will process your exclusion request immediately, 24 hours a day, 7 days a week.
3. Via Email: Send a request to support@jilliveo with the subject line "Self-Exclusion Request". Include your registered username, the duration you are requesting, and your reason (optional). We will process your request within 24 hours and confirm by email.

jilliveo applies heightened levels of care to players who may be in a vulnerable situation — whether due to age-related factors, mental health challenges, financial distress, or other personal circumstances. Our approach to vulnerable player protection is proactive rather than reactive; we do not wait for a problem to become critical before acting.

Indicators We Monitor

Our platform analytics and customer service teams look for patterns that may indicate a player is at elevated risk, including:

• A sudden significant increase in deposit frequency or total deposit value compared to established account history
• Repeated failed deposit attempts immediately after a withdrawal has been refused or funds have been exhausted
• Extended unbroken session durations, particularly late at night or in the early hours of the morning
• Escalating stake sizes following a series of consecutive losses
• Multiple support contacts within a short window referencing financial stress or personal hardship
• Requests to increase deposit limits shortly after a previous limit increase

Our Response to Concern Flags

When an account triggers one or more concern indicators, a member of the jilliveo player welfare team will make a direct, private outreach to the player via their registered contact channel. This outreach is non-judgemental and does not result in any automatic account restriction. The purpose is simply to check in, provide information about available tools, and offer support. Players are always free to decline to engage further.

In more serious cases — for example, where a player has made explicit statements about financial harm or personal distress — our team is empowered to apply a temporary precautionary restriction on the account while the player welfare review is conducted. Any restriction applied in this way is communicated clearly to the player, and the process for lifting or appealing it is explained transparently.

Financial Vulnerability

jilliveo recognises that financial hardship can make gambling significantly more harmful. We do not offer credit of any kind — all deposits must be funded from the player's own verified payment methods (bKash, Nagad, Rocket, Upay, Visa, Mastercard, or supported bank accounts). We strongly advise all players to set a deposit limit that reflects only disposable entertainment budget — never essential household funds. If you are experiencing financial difficulty, please contact our support team before making any further deposits.

Mental Health and Gambling

Players who are experiencing anxiety, depression, or other mental health challenges may be at greater risk of developing a problematic relationship with gambling. jilliveo encourages any player who is struggling with their mental health to seek qualified professional support. If you feel that gambling is being used as a coping mechanism for emotional distress, this is a significant warning sign that warrants prompt attention — please reach out to our welfare team or one of the support organisations listed in Section 6.