Responsible Gaming at bak99 — Play Smart, Stay in Control

1. Our Commitment to Responsible Gaming

At bak99, responsible gaming is not a regulatory checkbox — it is a fundamental part of how we operate. We believe that gambling should always be an enjoyable leisure activity, conducted with full awareness of the risks involved and with personal finances firmly in control. Our platform is designed from the ground up to make it easy for every Bangladeshi player to set boundaries, access support, and make informed decisions about how they engage with our games and betting markets.

We invest continuously in player protection technology, staff training, and partnerships with specialist support organisations to ensure that when any of our members needs help, it is genuinely and immediately available. Our responsible gaming framework is built on four pillars: prevention, through robust age verification and account registration controls; empowerment, through self-managed player tools accessible directly from every account dashboard; detection, through proactive monitoring of play patterns that may indicate distress; and support, through a 24/7 customer care team trained in responsible gaming best practices.

If you ever feel that gambling is no longer fun — or that it is causing stress, financial pressure, or relationship difficulties — we strongly encourage you to use the tools described in this page or to contact our support team at [email protected]. There is no judgement, only support.

2. Age Restriction and Verification

During the registration process, all new bak99 members are required to confirm that they are aged 18 or above. As part of our standard Know Your Customer (KYC) verification procedure, we require copies of government-issued identity documents — such as Bangladesh National ID cards or passports — that confirm both identity and date of birth. Accounts that cannot provide satisfactory age verification documentation will not be permitted to make deposits or withdrawals, and may be permanently closed.

We also use automated age-estimation tools as a supplementary measure to flag accounts where the declared age appears inconsistent with other account data. If at any point we have reasonable grounds to suspect that a bak99 account is being used by a person under 18, we will immediately suspend that account, freeze any outstanding balance, and commence a formal investigation. Any funds deposited by a verified minor will be returned in full, minus any winnings generated, which are forfeited in their entirety.

Protecting Young People in Your Household

If you share a device or computer with children, we strongly recommend taking the following precautions to prevent underage access to the bak99 platform:

• Never share your bak99 username or password with anyone, including other adults in your household.
• Always log out of your bak99 account when you finish a gaming session, especially on shared devices.
• Use parental control software to restrict access to online gambling websites on devices used by children. Reputable parental control tools are available for all major operating systems and mobile platforms.
• Store any physical payment cards or mobile banking credentials (bKash, Nagad, Rocket, Upay PINs) securely and out of reach of minors.
• If you suspect a child in your care has accessed a gambling website, contact our support team immediately at [email protected].

3. Warning Signs of Problem Gambling

Problem gambling can develop gradually and affect people from all backgrounds. Being aware of the early warning signs — in yourself or someone you care about — is the first and most important step toward getting help. The following indicators may suggest that gambling is becoming harmful rather than recreational.

If you recognise two or more of these signs in your own behaviour, we strongly encourage you to pause your gambling immediately, activate a time-out or self-exclusion from your account settings, and contact our support team. You may also wish to seek independent advice from a qualified counsellor or mental health professional. There is no shame in asking for help — it is a sign of strength, not weakness.

4. Player Protection Tools

Every bak99 member has full, self-managed access to a comprehensive set of player protection tools directly within their account dashboard. These tools are available at no cost, apply immediately upon activation (where noted), and are designed to give you complete authority over your own gambling behaviour. You do not need to contact support to activate any of these tools — although our team is always available to assist.

To access any of these tools, log into your bak99 account and navigate to Account Settings → Responsible Gaming. All limits and restrictions are enforced in real time by our platform systems. If you encounter any difficulty setting a limit or if a limit does not appear to be applying correctly, contact us immediately at [email protected].

5. Self-Exclusion Programme

Self-exclusion is the strongest protective measure available to bak99 members. It is designed for players who have identified that their gambling has become harmful and who want a firm, enforced barrier against returning to play during a defined recovery period. Unlike a time-out, a self-exclusion cannot be cancelled early — not even by contacting support — which is precisely what makes it effective.

During a self-exclusion, your bak99 account will be fully suspended for gaming and betting activity. You will be removed from all marketing communications, including promotional emails, SMS bonus alerts, and personalised offers. Any pending bonuses will be forfeited. You retain the ability to log in solely to complete a withdrawal of any remaining account balance, after which account access is restricted entirely for the duration of the exclusion.

How to Activate Self-Exclusion

• 1
  Log in to your bak99 account Access your account using your registered username and password. If you are having difficulty logging in, contact [email protected] for immediate assistance.
• 2
  Go to Account Settings → Responsible Gaming Locate the Responsible Gaming section within your account dashboard. The Self-Exclusion option is listed at the bottom of the Player Tools panel.
• 3
  Select your exclusion period Choose from the available options: 6 months, 1 year, 2 years, 3 years, or 5 years. If you are uncertain, we recommend selecting a minimum of 1 year. You may also request a permanent exclusion with no end date.
• 4
  Confirm your decision You will be asked to confirm your decision twice to prevent accidental activation. Read both confirmation prompts carefully before proceeding.
• 5
  Receive confirmation You will receive an email confirmation at your registered address confirming the self-exclusion start date and end date (if applicable). Keep this email for your records.

If you are unable to access your account to activate self-exclusion, or if you need the process expedited, contact our responsible gaming team directly at [email protected] with the subject line "Self-Exclusion Request". Include your registered email address and full name, and our team will action the request within 24 hours — typically much sooner.

bak99 takes self-exclusion requests with the utmost seriousness. Any attempt to circumvent a self-exclusion by registering a new account will result in permanent closure of all associated accounts and forfeiture of any balance held.

6. Deposit and Loss Limits

Setting clear deposit and loss limits is one of the simplest and most effective ways to keep gambling enjoyable and within your personal budget. bak99 makes it easy to configure these controls directly from your account, without needing to contact our support team.

How Deposit Limits Work

Deposit limits restrict the total amount of money you can transfer into your bak99 account within a specified time period. They apply across all payment methods simultaneously — so your daily limit, for example, accounts for the combined total of all bKash, Nagad, Rocket, Upay, bank card, and other deposits made within a 24-hour rolling window.

• Daily limit: Resets every 24 hours from the time the limit was set.
• Weekly limit: Resets at 00:00 BST every Monday.
• Monthly limit: Resets at 00:00 BST on the first day of each calendar month.

Reducing a limit takes effect immediately and cannot be reversed within the same period — this is intentional, to prevent impulsive decisions during a losing session. Increasing a limit is subject to a mandatory 24-hour cooling-off period before the higher limit becomes active, giving you time to reconsider.

How Loss Limits Work

A loss limit automatically suspends your gaming session for the remainder of the chosen period once your net losses reach the configured threshold. It is calculated as the total amount wagered minus the total amount won during the applicable period. Loss limits can be set on the same daily, weekly, or monthly basis as deposit limits, and the same cooling-off rules apply to increases.

We recommend that all bak99 members — regardless of their experience level — set at least a monthly deposit limit as a baseline precaution. Deciding on your comfortable gambling budget before you start playing is always a better strategy than trying to impose restraint in the middle of an active session.

7. Time-Out and Reality Checks

Sometimes the most helpful thing is simply to step away from the screen for a defined period. bak99's time-out feature gives you a structured, immediate way to pause your account without committing to the full self-exclusion process.

Time-Out Options

• 24-hour time-out: Your account is suspended from all play for one full day. Commonly used after an unexpectedly large loss or when you simply feel you have played enough for the day.
• 7-day time-out: A full week's break from gaming and betting. Your account remains active for withdrawals, and you will continue to receive important transactional emails.
• 30-day time-out: A calendar-month break, giving you space to reflect on your playing habits and whether any permanent changes are needed.
• Custom time-out: Set a specific number of days between 1 and 42. Useful when a standard option does not quite fit your needs.

During any time-out, all promotional communications are paused. When a time-out expires, your account re-activates automatically — you do not need to contact support to resume play. If you decide during a time-out that you would prefer a longer break or a full self-exclusion, you can contact our team to upgrade your protection level at any time.

Reality Check Reminders

Reality checks are periodic on-screen notifications that interrupt your session at a frequency of your choosing to display a neutral summary of your current session — including time elapsed, total amount wagered, total amount won or lost, and your net session position in Bangladeshi Taka (৳). The reality check prompt gives you a clear, unambiguous moment to decide whether to continue playing or to stop for the day. Reality checks are active by default for all bak99 members and are set to a 60-minute interval, though this can be adjusted — or reduced to as little as 15 minutes — from your account settings.

8. Getting Help and Support

If gambling is causing you distress — financially, emotionally, or in your relationships — please do not wait to seek help. Early intervention makes a significant difference to outcomes. bak99's support team is available around the clock, and all responsible gaming conversations are handled with complete confidentiality and sensitivity.

What Happens When You Reach Out

When you contact bak99's responsible gaming team, you will speak with a trained advisor who will listen without judgement, explain all available protective tools and their immediate effects, help you activate any limit, time-out, or self-exclusion you choose, and ensure your account is properly flagged with our player protection monitoring system going forward. You will not be pressured to continue playing, and you will not receive any promotional marketing while a responsible gaming case is open on your account.

We also strongly encourage members who feel they need additional support beyond what bak99 can directly provide to seek help from qualified external organisations. Speaking to an independent counsellor or support group can be an important part of recovery from problem gambling, and there is no conflict between using bak99's own tools and seeking outside assistance simultaneously.