ke9 Responsible Gaming — Play Smart, Stay Safe

ke9 is Bangladesh's leading VIP online sportsbook and casino platform, and we take our responsibility to players with the utmost seriousness. Gambling is an entertaining pastime enjoyed by millions of adults across Dhaka, Chittagong, Sylhet, Rajshahi, Khulna, and beyond — but we recognise that for a small number of people, gambling can become a problem. Our commitment is to provide every ke9 member with the tools, information, and support needed to keep their gaming experience safe, enjoyable, and firmly within their control.

This Responsible Gaming page sets out the practical measures ke9 has built into our platform, the warning signs you should be aware of, and the external resources available to anyone who feels that gambling may be negatively affecting their life or the lives of those around them. We encourage every ke9 player in Bangladesh to read this page carefully and to use our responsible gaming tools proactively — not just reactively.

Responsible gaming at ke9 is not a checkbox — it is a continuous programme embedded in our platform design, our customer support training, our marketing practices, and our account monitoring systems. We use anonymised behavioural data to identify patterns that may indicate problem gambling, and our support team is trained to respond with empathy and appropriate referrals when concern is flagged.

Before processing any withdrawal, ke9 requires members to complete our Know Your Customer (KYC) identity verification process. This involves submitting a valid government-issued identity document — such as a Bangladesh National Identity Card (NID), passport, or birth certificate — along with a recent proof of address. Our verification team reviews all documents manually to confirm that the account holder is aged 18 or over.

Protecting Minors in Your Household

If you share a device or household with anyone under the age of 18, we strongly encourage you to take the following steps to prevent underage access to the ke9 platform:

• Always log out of your ke9 account when you are not actively using it. Never save your password in a shared browser.
• Use parental control software on shared devices. Reputable options include Net Nanny, Qustodio, and Bark, all of which allow you to block gambling-related websites.
• Keep your ke9 account credentials private. Do not share your username, password, or bKash/Nagad account details with anyone, including family members.
• If you suspect that a minor has accessed or attempted to access your ke9 account, contact us immediately at [email protected] so that we can review your account security and assist you.

One of the most effective ways to manage your gambling spend is to set a deposit limit on your ke9 account before you start playing. ke9 allows you to set three types of deposit limit:

• Daily deposit limit: caps the total amount you can deposit across all payment methods (bKash, Nagad, Rocket, Upay, bank transfer, card) within any single 24-hour rolling period.
• Weekly deposit limit: caps the total amount you can deposit within any rolling 7-day period.
• Monthly deposit limit: caps the total amount you can deposit within any rolling 30-day period.

Deposit limits can be set, reviewed, and updated in the Responsible Gaming section of your ke9 account settings panel. The following rules govern how limits work:

• Immediate reduction: if you lower your deposit limit, the new, lower limit takes effect immediately. You will not be able to circumvent it by using a different payment method.
• Delayed increase: if you request to increase or remove a deposit limit, a mandatory 7-day cooling-off period applies before the change takes effect. This delay is designed to protect you from impulsive decisions made in the heat of the moment.
• No reset: deposit limits are tracked as rolling periods, not calendar periods. A 24-hour limit resets exactly 24 hours after the first deposit in that cycle, not at midnight Bangladesh Standard Time.
• Currency: all deposit limits are denominated in Bangladeshi Taka (৳). For example, you might set a daily limit of ৳5,000 or a monthly limit of ৳50,000.

A time-out is a short-term break from the ke9 platform. It is designed for players who feel they need to step away temporarily to regain perspective, manage stress, or simply take a rest from gambling. ke9 offers the following time-out durations:

• 24-hour time-out: your account is locked for one full day from the moment you activate the feature.
• 7-day time-out: your account is locked for a full week.
• 30-day time-out: your account is locked for one calendar month.

During a time-out period, the following restrictions apply:

• You will not be able to log in to your ke9 account.
• No deposits or bets can be placed from your account.
• All pending free bet or bonus offer notifications will be suspended for the duration of the time-out.
• ke9 will not send you any promotional or marketing communications during a time-out.
• Any open bets placed before the time-out was activated will continue to be settled normally; winnings will be credited to your balance and available upon account reactivation.

To activate a time-out, navigate to the Responsible Gaming section of your ke9 account settings and select "Take a Break". You can also request a time-out by contacting ke9 support directly at [email protected]. Time-out requests submitted by email are processed within 2 hours of receipt.

Self-exclusion is a more substantial measure intended for players who feel that gambling is causing them genuine harm, or who wish to take an extended break from online gaming. ke9's self-exclusion programme allows you to block access to your account for an extended period with a single request.

Available Self-Exclusion Periods

• 6 months
• 1 year
• 2 years
• Permanent (lifetime) exclusion

What Happens During Self-Exclusion

• Your ke9 account is closed and locked within 24 hours of your self-exclusion request being received.
• All marketing and promotional communications are permanently stopped for the duration of the exclusion.
• Any remaining balance in your account will be returned to your primary payment method (bKash, Nagad, Rocket, Upay, or bank account) within 5 business days.
• Open bets placed before the exclusion will be settled and any winnings returned with your balance.
• ke9 will make every reasonable effort to ensure that no new account is opened by you during the exclusion period. If you attempt to register a new account under a different email address or phone number, and our systems identify you as a self-excluded player, your new account will be closed immediately and any deposits returned.

Requesting Self-Exclusion

To request self-exclusion, contact ke9 at [email protected] with the subject line "Self-Exclusion Request". Include your registered username and mobile number, and specify your preferred exclusion period. Our team will confirm the exclusion in writing and process it within 24 hours.

Lifting a Time-Limited Self-Exclusion

At the end of a time-limited self-exclusion period (6 months, 1 year, or 2 years), your account will not be automatically reactivated. You must actively contact [email protected] to request reactivation. ke9 will require you to re-confirm your identity, complete a brief responsible gaming check, and acknowledge our Terms and Conditions before access is restored. This process exists to ensure that the decision to return to gambling is deliberate and considered, not impulsive.

Problem gambling can affect anyone, regardless of income, background, or experience with betting. The signs are not always obvious — many people who develop a gambling problem continue to function normally in other areas of life for months or years before the issue becomes apparent. The following warning signs are commonly recognised by gambling harm specialists and may indicate that your relationship with gambling has become problematic:

The table below summarises all the responsible gaming tools available to ke9 members, how to access them, and how quickly they take effect.

If you feel that gambling is negatively affecting your life, your finances, or your relationships, please do not suffer in silence. Help is available, and reaching out is a sign of strength, not weakness. ke9's support team can assist with account-level measures such as self-exclusion and limit-setting, and we can also signpost you to specialist gambling harm support services.

Contact ke9 Responsible Gaming Support

External Support Organisations

While ke9 provides the tools to manage your gambling, independent professional organisations offer confidential counselling, financial advice, and long-term recovery support. We encourage anyone affected by problem gambling — whether a player or a concerned family member — to reach out to a qualified support service in their area. International helplines and online counselling platforms serving the South Asia region are available to anyone who searches for "gambling addiction helpline" in their location.

Remember: gambling should always be a form of entertainment, not a way to make money or escape from life's pressures. If it stops being fun, it is time to stop — and ke9 is here to help you do exactly that.