Player Protection

Responsible Gaming
at ao99

ao99 believes that gaming should always be enjoyable, affordable, and in control. This page outlines the tools, policies, and support resources available to every Bangladeshi player who wants to keep their gambling experience healthy and within personal limits.

18+ Players Only 24/7 Support Available Self-Exclusion Tools Deposit Limit Controls Session Time-Out
If Gambling Is Becoming a Problem
If you feel that gambling is affecting your finances, relationships, work, or mental well-being, please stop playing and contact the ao99 support team immediately at [email protected] (plain text — not a clickable link). Our responsible gaming team is available 24 hours a day, 7 days a week, and can activate a self-exclusion or cooling-off period on your account within minutes. You are not alone, and reaching out is the right move.

Our Core Commitments

Responsible gaming is not a checkbox at ao99 — it is a core part of how we operate. The following six commitments define our approach to player protection across every aspect of the platform.

Strict 18+ Age Policy
ao99 is an adults-only platform. Every player must be 18 years of age or older to register and play. Age verification is conducted during the KYC process prior to any withdrawal. Accounts found to belong to minors are permanently closed and funds are returned to the source payment method.
Deposit Limit Controls
Players can set daily, weekly, or monthly deposit limits in Bangladeshi Taka (৳) through their ao99 account settings. Once a limit is applied, it takes effect immediately and cannot be increased for a mandatory cooling-off period. This ensures players always stay within a budget they have chosen for themselves.
Self-Exclusion Programme
Any ao99 player can request a self-exclusion at any time. Self-exclusion periods range from 6 months to permanent closure. During a self-exclusion period, the account is locked, all marketing communications are suspended, and re-entry is not permitted until the exclusion period has fully expired and a formal review has been completed.
Session Time-Out Feature
ao99 allows players to set a session time-out that automatically logs them out after a defined period of continuous play. Available time-out durations range from 30 minutes to 8 hours. This feature helps prevent extended uninterrupted gambling sessions and encourages regular breaks to maintain a healthy balance.
Reality Check Reminders
Players can enable on-screen reality check notifications that appear at regular intervals during a gaming session, displaying the total time played and net session result in ৳. These reminders are a simple, effective nudge that helps players stay aware of how long they have been playing and how their session is going.
Trained Support Team
ao99's customer support team receives dedicated responsible gaming training. When a player contacts support with concerns about their gambling behaviour, our team responds with empathy, clear information about available tools, and, where appropriate, an immediate account restriction. Support is available in English around the clock.

Player Protection Tools

ao99 provides a comprehensive set of self-management tools that put you in control of your gambling activity. All tools are accessible directly through your account settings or by contacting support at any time.

Deposit Limits
Set a maximum ৳ amount you can deposit over a chosen time period. Limits take effect immediately and require a mandatory waiting period before they can be increased.
  • Daily limit (resets at midnight BST)
  • Weekly limit (Monday–Sunday)
  • Monthly limit (calendar month)
  • Decrease takes effect immediately
  • Increase requires 7-day cooling-off
Loss Limits
Cap the total amount you can lose within a set period. Once the loss limit is reached, betting and casino play will be paused for the remainder of that period.
  • Daily, weekly, or monthly options
  • Applies to casino and sports betting
  • Automatic pause when limit reached
  • Reset on period renewal
  • Adjustable via account settings
Cooling-Off Period
Take a short break from the platform without permanently closing your account. Cooling-off periods temporarily suspend access to all gambling activities.
  • 24-hour short break
  • 1-week break option
  • 1-month break option
  • Marketing paused during break
  • Account re-opens after period ends
Self-Exclusion
A longer-term measure for players who want to stop gambling entirely for a significant period. Self-exclusion is a firm commitment with mandatory review before reinstatement.
  • 6-month minimum period
  • 1-year and 2-year options
  • Permanent closure available
  • All marketing stopped immediately
  • Reinstatement requires formal review

Are You Gambling Safely?

Gambling is meant to be a form of entertainment — not a way to earn income or escape problems. If you find yourself agreeing with several of the questions below, it may be time to use ao99's responsible gaming tools or seek external support.

This self-assessment is for personal reflection only and is not a clinical diagnosis. If you are concerned about your gambling behaviour, please contact [email protected] for immediate assistance from our responsible gaming team.

Self-Assessment Checklist
Review the following statements honestly. If several apply to you, please reach out to support.
1 Do you find yourself spending more money on gambling than you originally intended when you started a session?
2 Have you tried to cut back on gambling but found it difficult to follow through on that decision?
3 Do you gamble to recover money you have previously lost, sometimes called "chasing losses"?
4 Has gambling caused tension, arguments, or stress in your relationships with family members or close friends?
5 Have you neglected work, studies, household responsibilities, or important commitments because of time spent gambling?
6 Do you feel restless, irritable, or anxious when you are unable to gamble or are forced to take a break?
7 Have you borrowed money, sold belongings, or used money set aside for essential expenses (rent, food, bills) in order to fund your gambling?
8 Do you feel the need to gamble with increasingly larger amounts of money in order to get the same level of excitement or satisfaction?

Recognising Problem Gambling

Problem gambling can affect anyone, regardless of age, income, or background. Being aware of the warning signs — in yourself or in someone you care about — is the first step toward getting help.

Financial distress is one of the clearest indicators of a gambling problem. Key warning signs include: unexplained money shortages despite regular income; repeatedly borrowing money from family or friends without a clear reason; selling personal items or taking out loans to fund gambling; unpaid bills, late rent, or an inability to cover essential living costs in Dhaka, Chittagong, Sylhet, or wherever you are based. If gambling is consistently leaving you in financial difficulty, it has moved beyond entertainment and ao99 urges you to activate a deposit limit or self-exclusion immediately.

Problem gambling often creates significant strain on personal relationships. Signs to watch for include: lying to family members or a spouse about how much time and money is spent on gambling; withdrawing from social events or family gatherings in favour of gambling; becoming irritable or defensive when friends or family raise concerns about your gambling habits; neglecting parental or spousal responsibilities. If people close to you have expressed concern about your gambling, take their feedback seriously — outside perspective is often the first clear signal that a problem exists.

The psychological impact of problem gambling is just as serious as the financial impact. Emotional warning signs include: feeling anxious, depressed, or hopeless when unable to gamble; using gambling as a way to escape stress, loneliness, boredom, or difficult emotions rather than as entertainment; experiencing mood swings that are closely tied to winning or losing sessions; preoccupation with gambling — thinking about upcoming sessions, planning strategies, or reliving past wins and losses — even when doing other activities. If gambling is affecting your mental well-being, please prioritise your health above all else and seek support.

When gambling begins to interfere with professional and daily responsibilities, it is a serious red flag. Signs include: regularly arriving late to work or missing shifts due to gambling; declining productivity or inability to concentrate at work because of preoccupation with gambling outcomes; missing important appointments, family events, or social obligations in order to gamble; accessing gambling platforms during working hours. If your employment or daily functioning is being affected by gambling, please contact ao99 support to activate a time-out or self-exclusion. Your livelihood and daily life are more important than any bet.

ao99's Responsible Gaming Journey

ao99 is continuously investing in player protection infrastructure. The following milestones reflect our ongoing commitment to making responsible gaming a practical, accessible reality for every Bangladeshi player on the platform — not just a policy statement.

Foundation
18+ Age Gate & KYC Verification
ao99 built age verification into the platform architecture from day one. Every new registration goes through an age-gate check, and KYC document verification is mandatory before any withdrawal is processed. This prevents underage access at the account level, not just as a terms and conditions statement.
Player Tools
Self-Service Limit & Time-Out Controls
ao99 introduced player-controlled deposit limits, loss limits, and session time-out features directly within the account settings panel. These tools are available instantly without requiring contact with support, ensuring that players can act on responsible gaming decisions the moment they make them.
Support Training
Dedicated Responsible Gaming Support Team
ao99 established a dedicated stream of responsible gaming training for its 24/7 customer support team. Support agents are trained to identify at-risk behaviour patterns in player communications and to respond with appropriate tool recommendations, empathy, and, where warranted, proactive account restrictions.
Ongoing
Continuous Platform Improvement
ao99 is committed to continuously reviewing and improving its responsible gaming framework. This includes regular review of player protection tools, integration of updated best practices from the global responsible gambling industry, and proactive outreach to players whose account behaviour suggests potential risk indicators.

External Support Resources

If you feel that your gambling has become a serious problem, ao99 encourages you to seek help beyond the platform. The following organisations provide confidential support and guidance for people experiencing gambling-related difficulties.

Kaan Pete Roi
Emotional Support Helpline — Bangladesh
Bangladesh's leading mental health telephone helpline, providing confidential emotional support in English and Bengali. If gambling-related stress, anxiety, or depression is affecting your well-being, their trained counsellors are available to listen and guide you toward appropriate resources.
National Mental Health Helpline
Government Health Resource — Bangladesh
Bangladesh's national mental health helpline operated under the Directorate General of Health Services (DGHS) provides access to mental health professionals and can connect individuals experiencing gambling-related psychological distress with appropriate clinical support and counselling services.
Gamblers Anonymous
International Peer Support Network
Gamblers Anonymous is an international fellowship of people who share their experience, strength, and hope with each other in order to solve their common problem and help others recover from a gambling problem. Their 12-step programme and peer community have helped millions of people worldwide, including players across South Asia.
GamCare
International Gambling Support Organisation
GamCare is a leading provider of information, advice, and support for anyone affected by gambling harm. Their online resources, self-help tools, and counselling services are available internationally and provide practical, structured guidance for people at any stage of recognising or recovering from a gambling problem.
BeGambleAware
Independent Gambling Harm Resource
BeGambleAware provides free, confidential information, advice, and support for anyone who is worried about their own or someone else's gambling. Their online self-assessment tools, treatment finders, and educational resources are accessible internationally in English and provide a strong starting point for anyone seeking help.
ao99 Responsible Gaming Team
24/7 In-Platform Support
ao99's own responsible gaming support team is available around the clock via live chat and email at [email protected] (plain text only — not a clickable link). Our team can activate any responsible gaming tool on your account immediately upon request, without judgment and with full confidentiality.

How to Activate Responsible Gaming Tools

Activating a responsible gaming tool on your ao99 account is straightforward. You can do it yourself through account settings, or contact our support team for immediate assistance at any hour.

Via Account Settings (Self-Service)
  1. Log in to your ao99 account using your registered credentials.
  2. Navigate to Account Settings from the top menu of your profile.
  3. Select the Responsible Gaming section from the settings menu.
  4. Choose the tool you wish to activate: Deposit Limit, Loss Limit, Session Time-Out, Reality Check, Cooling-Off, or Self-Exclusion.
  5. Enter your chosen values (limit amount in ৳, time period, duration) and confirm.
  6. The tool activates immediately. A confirmation notification will be sent to your registered email address.
Via ao99 Support Team
  1. Contact ao99 support via live chat (available within your logged-in account) or by emailing [email protected] (plain text — not a clickable link).
  2. State your ao99 username and the responsible gaming tool you wish to activate.
  3. Our responsible gaming team will verify your identity using standard account security checks.
  4. The requested restriction will be applied to your account immediately — no waiting period for protective measures.
  5. A confirmation of the restriction, including its terms and the date it will expire (if applicable), will be sent to your registered email.
  6. Support is available 24 hours a day, 7 days a week, including during Eid, Pohela Boishakh, and all public holidays.

Ready to Explore ao99 Responsibly?

ao99 offers a wide range of games and sports betting options — all designed to be enjoyed as entertainment. Set your limits, play within your means, and have fun.

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18+ only. Gambling can be addictive. Play responsibly. If you need help, contact [email protected] at any time.