Responsible
Gaming at au9

Our Commitment to Responsible Gaming

At au9, we believe that gambling should be a source of entertainment — not stress, financial strain, or personal harm. We are committed to operating a platform that is fair, transparent, and actively supports the wellbeing of every player who chooses to use our services in Bangladesh.

Responsible gaming is not a checkbox item for au9 — it is built into the foundation of how we operate. From the moment you create an account to every session you play, our platform monitors for signs of at-risk behaviour and provides you with the tools you need to stay in control. All responsible gaming tools on au9 are free to use, easy to access from your account settings, and take effect without delay when you choose to apply them.

Our support team is trained to handle responsible gaming enquiries with care, discretion, and professionalism. There is no stigma attached to asking for help, and every request for a limit, time-out, or exclusion is processed without question and without delay.

What Responsible Gaming Means at au9

• Play for entertainment, not income: No gambling platform — including au9 — can reliably generate consistent income. Treat every session as a form of entertainment with a defined budget, not as a financial strategy.
• Set limits before you play: Decide on your maximum spend and session time before you start, not in the middle of a session when emotions run high.
• Chase no losses: Attempting to recover lost money by increasing bets is one of the most common pathways to problem gambling. au9's tools can help you enforce a hard stop when your session budget is reached.
• Balance gambling with other activities: Gambling should be one recreational activity among many — not the primary or sole source of entertainment or social connection in your life.
• Never gamble under the influence: Alcohol, stress, and emotional distress impair judgment. au9 strongly discourages gambling in any state that may compromise your decision-making ability.

18+ Age Restriction

au9 operates under a strict minimum age policy. All users must be at least 18 years of age to register an account, make a deposit, place a bet, or participate in any real-money gambling activity on the platform. This policy applies universally across all players in Bangladesh without exception.

How We Verify Age

Every account holder is required to complete identity verification (KYC) before withdrawals are enabled. As part of this process, au9 requests a copy of a government-issued identity document — such as a Bangladesh National Identity Card (NID) or valid passport — which includes the account holder's date of birth. Accounts where the KYC process reveals the holder to be under 18 years of age are permanently closed and any deposited funds are returned to the originating payment method after investigation.

Protecting Minors

au9 strongly encourages parents and guardians in Bangladesh to use parental control software to prevent minors from accessing online gambling services. If you share a device with family members, ensure your au9 account is secured with a strong password and that you log out fully after every session. Do not share your login credentials with anyone, including family members.

Recognising Problem Gambling

Problem gambling develops gradually and can be difficult to identify from the inside. The following warning signs may indicate that gambling has moved from a recreational activity to a harmful pattern of behaviour. If you recognise several of these signs in yourself — or in someone close to you — please take action immediately using the tools and contacts listed further down this page.

Experiencing one or two of these signs occasionally does not necessarily indicate a serious problem, but it is a signal to reassess your gambling habits. Experiencing four or more regularly is a strong indicator that professional support would be beneficial. au9 can assist you in applying account restrictions immediately — no appointments required, no waiting period.

Deposit & Spending Limits

au9 provides players with the ability to set hard limits on the amount of money they can deposit into their account over a defined time period. These limits are the single most effective financial tool available to players who want to keep their gambling spending under control.

How to Set a Deposit Limit

1. Log in to your au9 account and navigate to Account Settings.
2. Select the Responsible Gaming tab from the settings menu.
3. Choose Deposit Limits and select your preferred time period (daily, weekly, or monthly).
4. Enter the maximum BDT (৳) amount you wish to set as your limit for that period.
5. Confirm the limit. It will take effect immediately for reductions, or after the applicable delay period for increases.

Time-Out Features

au9 provides two distinct time-based responsible gaming tools: session time limits and cooling-off periods. Both are designed to help you manage how long you spend on the platform and to create structured breaks from gambling activity.

Session Time Limits

A session time limit automatically ends your active session after a set period. Once the limit is reached, you are logged out of the platform and must actively choose to log back in — creating a natural pause that interrupts extended play. You can configure session time limits in intervals ranging from 30 minutes to 8 hours. When your session limit is approaching, au9 will display a notification 5 minutes before automatic logout.

Cooling-Off Periods

A cooling-off period is a short-term voluntary break from gambling. Unlike self-exclusion (which is a longer-term measure), a cooling-off period temporarily suspends your account for a fixed duration of your choice: 24 hours, 48 hours, 1 week, or 1 month. During a cooling-off period:

• Your account login is suspended — you cannot access the platform to place bets or make deposits.
• Pending withdrawals continue to be processed normally.
• You will not receive any promotional communications from au9.
• The cooling-off period cannot be shortened once activated — it runs its full duration.
• At the end of the period, your account automatically reactivates and you may log in as normal.

Reality Check Notifications

In addition to hard session limits, au9 provides optional reality check alerts at configurable intervals (every 30, 60, or 90 minutes). Each alert displays a summary of your current session: time elapsed, number of rounds played, net win/loss for the session, and your current balance. This gives you a regular, factual picture of your session rather than relying on memory or estimation.

Self-Exclusion

Self-exclusion is the most powerful account restriction available on au9. It is designed for players who feel they have lost control of their gambling or who simply want to take a significant break from the platform. Self-exclusion is free, permanent until the exclusion period expires, and takes effect within 24 hours of your request being processed.

Exclusion Period Options

• 6 months: Recommended as a minimum for players experiencing significant gambling-related distress.
• 1 year: Suitable for players who want an extended period of recovery and reflection.
• 3 years: For players seeking a long-term commitment to stepping away from gambling.
• Permanent (lifetime): A permanent and irrevocable exclusion from the au9 platform. This decision cannot be reversed.

What Happens During Self-Exclusion

• Your account is immediately suspended. You cannot log in, deposit, place bets, or claim bonuses.
• Any remaining balance in your account at the time of exclusion will be returned to your registered bKash or Nagad number within 5 business days.
• All marketing and promotional communications from au9 will cease immediately.
• au9 will take reasonable technical steps to ensure you cannot create a new account using the same identity documents or payment methods during your exclusion period.
• The exclusion period cannot be reduced or cancelled early under any circumstances — this is intentional and in your best interest.

How to Request Self-Exclusion

1. Email [email protected] from your registered email address with the subject line "Self-Exclusion Request".
2. State your full name, registered email, and your preferred exclusion period (6 months / 1 year / 3 years / permanent).
3. au9's responsible gaming team will acknowledge your request within 2 hours and confirm the exclusion is in place within 24 hours.
4. You will receive a confirmation email once your account has been suspended. Keep this email for your records.

Support & Resources

If you are concerned about your gambling or the gambling of someone you know, reaching out is the most important step. au9's support team is always available and will treat every responsible gaming enquiry with complete confidentiality and professionalism.

Self-Assessment

Not sure whether your gambling habits are a concern? A useful first step is to honestly answer a short self-assessment. Consider the following questions and reflect on your answers:

• Have you ever spent more money or time gambling than you originally intended?
• Have you ever felt the need to increase your stakes to get the same level of excitement from gambling?
• Have you ever gambled to escape from problems, anxiety, depression, or loneliness?
• Have you ever lied to a family member or friend about how much you have gambled or lost?
• Has gambling ever caused significant financial difficulty for you or your household?
• Have you ever considered or attempted to stop gambling but found it difficult to do so?

If you answered "yes" to two or more of these questions, we strongly encourage you to apply a deposit limit or cooling-off period right away, and to reach out to our support team for a confidential conversation about your options.

Responsible Gaming Tips for Bangladesh Players

• Set a fixed monthly budget in BDT: Decide in advance the maximum amount in Bangladeshi Taka (৳) you are comfortable spending on gambling each month, and use au9's deposit limit tool to enforce it automatically.
• Never gamble on credit: Avoid using bKash or Nagad mobile banking to transfer money borrowed from others into your au9 account. Gambling with borrowed money dramatically accelerates financial harm.
• Take regular breaks: Use au9's session time limits to ensure you step away from the screen regularly. Even a 15-minute break can reset your perspective and reduce impulsive betting behaviour.
• Keep gambling separate from daily life: Gambling should not interfere with your work schedule, family time, or social commitments. If it is, that is a clear sign to scale back.
• Talk to someone you trust: If you are struggling, speaking to a trusted family member or friend — even before contacting au9 — can be the first step toward regaining control.

Player Protection FAQ

How quickly does a deposit limit take effect?

Reductions to your deposit limit take effect immediately — the moment you save the change in your account settings, the new lower limit is applied to all subsequent deposits regardless of payment method (bKash, Nagad, Rocket, Upay, or bank transfer). Increases to a deposit limit are subject to a mandatory delay (24 hours for daily/weekly limits, 7 days for monthly limits) to prevent impulsive decisions during an active gambling session.

Can I undo a self-exclusion once it is active?

No. Once a self-exclusion is confirmed, it cannot be shortened, cancelled, or overridden for any reason during the active exclusion period. This is by design — it ensures the exclusion serves its intended protective purpose. If you have chosen a temporary exclusion (6 months, 1 year, or 3 years), your account can be reactivated only after the full period has elapsed and only after you contact our support team to complete the reinstatement process.

What happens to my balance if I self-exclude?

Any remaining real-money balance in your au9 account at the time your self-exclusion takes effect will be returned to your registered bKash or Nagad mobile banking number within 5 business days. Bonus balances and free-spin winnings that have not yet met the applicable wagering requirements are forfeited upon exclusion.

Is my responsible gaming request confidential?

Absolutely. All responsible gaming requests — whether for a deposit limit, cooling-off period, reality check setup, or self-exclusion — are handled by a dedicated player protection team and are treated with complete confidentiality. Your request is never shared with third parties and does not affect any other aspect of your account while it remains active.

Can I still withdraw my winnings during a cooling-off period?

Yes. A cooling-off period suspends your ability to log in and place bets, but any pending withdrawal requests that were submitted before the cooling-off period began will continue to be processed normally. If you need to initiate a new withdrawal during a cooling-off period, contact [email protected] directly and our team will assist you.

How do I know if au9's platform is fair?

au9 uses certified Random Number Generator (RNG) technology across all slot and table games, and all live dealer games are streamed in real time from verified studios. Game outcomes are not influenced by the platform or by individual player account status. au9 is committed to fair play and operates under a principle of full transparency regarding game mechanics and return-to-player (RTP) rates.