Play Smart. Stay Safe.
Enjoy Responsibly.

1. Our Commitment to Responsible Gaming

At zoy9, we believe that gambling should always be a source of entertainment — never a source of financial stress, personal hardship, or harm. As Bangladesh's premier online casino and sports betting platform, we take our duty of care to players seriously and have embedded responsible gaming principles into every aspect of how we operate.

Our commitment goes beyond merely providing tools. The zoy9 platform is designed from the ground up to encourage healthy gambling habits. We monitor account activity for behavioural patterns that may indicate problem gambling, we train our support staff to identify and respond to at-risk players, and we continuously review and improve our responsible gaming framework in line with international best practice.

zoy9 operates on a foundation of transparency: we will always be honest with you about the odds of the games you play, the terms attached to any bonus you claim, and the statistical reality that the house has an edge over the long term. Responsible gaming starts with understanding that gambling is a form of paid entertainment with an inherent risk of financial loss, and that zoy9 provides it only to adults who can afford and choose to participate.

2. Age Restriction — 18+ Only

The zoy9 platform is strictly for adults aged 18 years and above. Gambling by persons under the age of 18 is absolutely prohibited, and zoy9 takes all reasonable and practicable steps to prevent underage access to our services.

Age Verification Process

Every new account on zoy9 requires confirmation that the applicant is at least 18 years of age. As part of our Know Your Customer (KYC) process, we verify the age and identity of all account holders using official government-issued identity documents. Accepted documents for Bangladeshi players include:

• National Identity Card (NID) — the primary accepted document for all Bangladeshi citizens.
• Valid Bangladeshi passport.
• Birth registration certificate (in cases where NID is unavailable, subject to additional verification steps).

Until age verification is satisfactorily completed, zoy9 may restrict deposit, betting, and withdrawal functionality on a new account. We reserve the right to request re-verification at any point during the lifecycle of an account if we have grounds to question a player's age or identity.

Consequences of Underage Gambling

If zoy9 determines at any time that an account holder is, or was at the time of registration, under the age of 18, the following actions will be taken immediately: the account will be permanently closed, all deposits made will be returned to the original payment source, all winnings and bonus funds accumulated on the account will be forfeited in full, and the case may be referred to the relevant authorities where required. There are no exceptions to this policy.

Protecting Minors in Your Household

If you share a computer, mobile phone, or tablet with minors in your home in Dhaka, Chittagong, Sylhet, or anywhere else in Bangladesh, we strongly recommend taking the following precautions:

• Always log out of your zoy9 account after each session and never save your login credentials in a shared browser.
• Use device-level parental control software to block access to online gambling websites for any user profile associated with a minor.
• Keep your account password confidential and never share it with family members or friends, regardless of age.
• Consider using a dedicated device for gambling activity that minors in your household cannot access.

3. Player Protection Tools

zoy9 provides a comprehensive suite of player protection tools that you can access and manage directly from within your account. These tools are free to use, apply instantly (in the case of restrictions), and are designed to help you maintain full control over your gambling activity at all times.

How to Activate These Tools

1. Log in to your zoy9 account and navigate to the Account Settings section from the top menu.
2. Select Responsible Gaming from the settings menu to view all available protection tools in one place.
3. Choose the tool you wish to activate — for example, Deposit Limits or Time-Out.
4. Enter your preferred limit value or time-out duration and confirm your selection.
5. The restriction takes effect immediately. You will receive a confirmation email to your registered address.
6. To request self-exclusion, contact our support team directly at [email protected] for immediate processing.

4. Recognising Problem Gambling

Problem gambling can develop gradually and may not be immediately obvious — even to the person experiencing it. It does not only affect those who gamble large amounts; it can impact anyone whose gambling behaviour is causing harm to their financial wellbeing, relationships, mental health, or daily responsibilities.

zoy9 encourages all players to regularly and honestly reflect on their gambling habits. The following warning signs may indicate that gambling has stopped being entertainment and has become a problem:

• Gambling with money that is needed for essential expenses such as rent, food, utilities, or family needs.
• Borrowing money, selling possessions, or taking out loans to fund gambling activity.
• Chasing losses — placing larger or more frequent bets in an attempt to recover money already lost.
• Feeling anxious, irritable, or unable to concentrate when not gambling.
• Lying to family members, friends, or colleagues about the extent of your gambling activity.
• Neglecting work, study, family, or social responsibilities because of time spent gambling.
• Using gambling as a way to cope with stress, depression, loneliness, or difficult life circumstances.
• Repeatedly trying to cut back or stop gambling but finding yourself unable to do so.
• Spending increasing amounts of time thinking about gambling, planning sessions, or reliving past wins.
• Feeling a need to gamble with progressively larger amounts in order to feel the same level of excitement.

Self-Assessment

Take a moment to honestly answer the following questions. If you answer "yes" to two or more, we encourage you to use our protection tools or seek support:

5. Self-Exclusion

Self-exclusion is the most powerful responsible gaming tool available on zoy9. When you self-exclude, your account is completely closed for the chosen period — you will be unable to log in, deposit, place bets, or access any gaming content on the platform. It is a definitive, protective measure for players who feel that they need a firm boundary between themselves and gambling.

Available Self-Exclusion Periods

• 6 months: The minimum self-exclusion period available on zoy9. This is suitable for players who recognise a developing problem and want to take a meaningful break.
• 1 year: A longer break that allows significant time to address gambling-related concerns and seek professional support if needed.
• 5 years: An extended self-exclusion for players with a serious gambling problem who need long-term protection.
• Permanent / Lifetime: Irreversible closure of your zoy9 account. Once a permanent self-exclusion is applied, it cannot be reversed under any circumstances. This option is recommended for players with severe problem gambling.

What Happens During Self-Exclusion

• Your account is immediately locked and you will be logged out of all active sessions.
• You will be removed from all marketing communications, including promotional emails, SMS messages, and bonus offers.
• Any pending withdrawals will be processed and returned to your registered payment method (bKash, Nagad, Rocket, or bank account) within 5 business days.
• Your account data is retained in line with our Privacy Policy and AML obligations, but you will have no access to the platform.
• zoy9 will take reasonable technical steps to prevent you from registering a new account during the self-exclusion period. If you attempt to register, we will close the new account immediately.

How to Request Self-Exclusion

1. Contact our support team at [email protected] with the subject line "Self-Exclusion Request".
2. State your full name, registered email address, and the self-exclusion period you wish to apply.
3. Our team will verify your identity and apply the exclusion within 24 hours of receiving your request — and in most cases within 1 hour during business hours.
4. You will receive a written confirmation once the exclusion has been applied to your account.

6. Deposit & Spend Limits

Managing how much money you deposit into your zoy9 account is one of the simplest and most effective ways to keep gambling under control. zoy9 provides flexible limits in Bangladeshi Taka (BDT) that you can configure to match your personal budget and entertainment spend.

Types of Financial Limits Available

• Daily Deposit Limit: The maximum amount you can deposit across all payment methods (bKash, Nagad, Rocket, Upay, bank transfer, Visa/Mastercard) in a single calendar day.
• Weekly Deposit Limit: A rolling 7-day cap on total deposits. This smooths out day-to-day variation and prevents large single-day spends from accumulating into a weekly total that exceeds your comfort zone.
• Monthly Deposit Limit: A 30-day cap that aligns with a typical monthly income cycle, helping you treat your gambling budget as a fixed monthly entertainment expense.
• Daily Loss Limit: The maximum net loss you can sustain in a single day before your betting access is paused until midnight (Bangladesh Standard Time, UTC+6).
• Weekly / Monthly Loss Limit: Extending the same principle over 7 or 30 days, giving you a broader safety net against sustained losing runs.

Limit Change Policy

zoy9 applies the following cooling-off rules to limit changes to ensure that they serve a genuine protective purpose:

• Decreasing a limit (e.g., reducing your daily deposit cap from ৳5,000 to ৳2,000): Takes effect immediately. There is no waiting period when you are restricting your own access.
• Increasing a limit (e.g., raising your weekly deposit cap from ৳10,000 to ৳20,000): Subject to a mandatory 7-day cooling-off period before the increase comes into force. This prevents impulsive increases made during a session.
• Removing a limit entirely: Also subject to a 7-day cooling-off period, and our support team may reach out to confirm the decision is considered and voluntary.

7. Time-Out & Cooling-Off

Sometimes a player needs a pause rather than a permanent break. zoy9's time-out feature is designed for exactly this scenario — a defined, enforced period away from the platform that gives you the mental space to reassess your habits, attend to other priorities, or simply enjoy a rest from gambling activity.

Time-Out Options

• 24-Hour Time-Out: A one-day break, effective immediately upon activation. Suitable if you have had a frustrating session and want to prevent impulsive follow-up play.
• 48-Hour Time-Out: A two-day break to help reset after a difficult period or an unusually long session.
• 7-Day Time-Out: A full week away from the platform. Recommended if you notice you are playing more frequently than usual or find yourself thinking about gambling more than you would like.
• 30-Day Time-Out: A month-long break. The longest short-term option before moving to the self-exclusion tool. Provides substantial space to seek guidance or support if needed.

What a Time-Out Does

During a time-out period, your zoy9 account is suspended. You will not be able to log in, deposit, place bets, or access any casino or sports content. Any pending withdrawals will continue to be processed normally. When the time-out period expires, your account automatically reactivates — no action is required from you to resume play, though we encourage you to take a moment to reflect before your first session back.

Difference Between Time-Out and Self-Exclusion

• Time-Out is a short-term, temporary suspension (24 hours to 30 days). It is suitable for players who want a structured pause but do not have a problem gambling concern requiring long-term intervention.
• Self-Exclusion is a longer-term or permanent measure (minimum 6 months) intended for players who recognise that gambling is causing harm or is at risk of doing so. Self-exclusion cannot be reversed during the chosen period and involves additional safeguards such as removal from marketing lists and monitoring for new account registrations.

If you are unsure which option is right for you, contact our support team at [email protected] and we will help you make the right choice based on your individual circumstances — without pressure and in complete confidence.

8. Support & Resources

zoy9 strongly encourages any player who feels that gambling is becoming a problem — or who simply wants to talk to someone — to reach out for help. You do not need to be in crisis to seek support. Early conversations are often the most effective.

Contact zoy9 Player Welfare

Our player welfare team operates 24 hours a day, 7 days a week, including all Bangladesh public holidays. All communications are handled in strict confidence. To reach us:

• Email: [email protected] — responses within 1 hour during peak hours, within 4 hours at all other times.
• Use the in-app live chat feature available when you are logged into your zoy9 account.
• Submit a support ticket directly from the Help section of your account dashboard.

Talking to Someone You Trust

Sometimes the most important first step is simply telling someone you trust — a family member, a close friend, or a colleague — that gambling has become a concern. You do not have to face this alone. People around you in Dhaka, Chittagong, Sylhet, or elsewhere in Bangladesh can provide emotional support even if they are not trained counsellors. Opening up about a gambling concern can reduce the isolation that often makes problem gambling worse.

Practical Steps You Can Take Right Now

1. Log in to your zoy9 account and review your deposit and loss history for the past 30 days. Are you spending more than you intended?
2. Set a deposit limit that matches your genuine entertainment budget — not your available credit or overdraft.
3. Enable reality check alerts so that you receive regular session reminders while playing.
4. If you feel uneasy about what you see in your history, activate a 7-day or 30-day time-out immediately to give yourself space to reflect.
5. Speak to a trusted friend or family member about your gambling habits. External perspective is valuable.
6. If you believe gambling is causing real harm, request self-exclusion by emailing [email protected] with subject line "Self-Exclusion Request" — our team will process it without delay.

Responsible Gaming Reminders

• Gambling is entertainment, not a strategy for making money or solving financial problems.
• Never gamble with money you cannot afford to lose — essential living expenses always come first.
• Never chase losses. The idea that a win is "overdue" is a cognitive bias, not a mathematical reality.
• Set time and money limits before every session, and stick to them regardless of how the session is going.
• Take regular breaks during play — step away from the screen, have a drink of water, and reset your perspective.
• Gambling while under the influence of alcohol, medication, or extreme emotional states significantly increases the risk of harmful decisions.
• Keep gambling in proportion to the rest of your life — social time, family, work, and hobbies should always take priority.