citinow Responsible Gaming

1 Our Commitment to Responsible Gaming

At citinow, responsible gaming is not just a legal checkbox — it is a core part of how we operate. We genuinely care about the wellbeing of every member who plays on our platform. That means building tools that give you real control over your gambling activity, training our support team to recognise and respond to signs of problem gambling, and making it easy to get help when you need it.

citinow serves a large and growing community of players across Bangladesh. We know that for most people, betting on cricket, football, or playing a round of Dragon Master is just a bit of fun. But we also know that for some people, gambling can become a problem. Our responsible gaming programme exists to protect those members and to make sure citinow remains a platform that people can enjoy safely for the long term.

We review our responsible gaming tools regularly and update them based on feedback from members and best practices in the industry. If you have a suggestion for how we can do better, we genuinely want to hear it — contact us at [email protected].

2 What Is Responsible Gaming?

Responsible gaming means gambling in a way that stays fun, stays within your means, and does not negatively affect your life or the lives of people around you. It is about making informed choices — knowing the odds, setting a budget, and sticking to it.

Here are the core principles of responsible gaming that citinow encourages every member to follow:

• Only gamble with money you can afford to lose — never use rent, bill money, or savings.
• Set a budget before you start and stop when you reach it, whether you are winning or losing.
• Treat gambling as entertainment, not as a way to make money or recover losses.
• Never chase losses — if you lose your budget, accept it and walk away.
• Take regular breaks and do not let gambling take over your free time.
• Keep gambling separate from alcohol or other substances that affect your judgement.
• Be honest with yourself about how much time and money you are spending on gambling.

3 Deposit Limits

One of the most effective responsible gaming tools citinow offers is the ability to set deposit limits on your account. A deposit limit caps the total amount you can deposit into your citinow account over a set time period, helping you stay within your budget automatically.

citinow offers the following deposit limit options:

Reducing a deposit limit takes effect immediately. Increasing a limit or removing one requires a 7-day cooling-off period before the change takes effect — this is intentional, to give you time to reconsider. To set or adjust your deposit limits, log in to your citinow account and go to Account Settings, then select the Responsible Gaming section.

4 Session Time Controls

It is easy to lose track of time when you are in the middle of a game or a live betting session. citinow's session time controls help you manage how long you spend on the platform in a single sitting.

• Session time limit: Set a maximum session length. When your session reaches the limit, citinow will log you out automatically.
• Session reminders: Set reminders to pop up at regular intervals — for example, every 30 minutes — to let you know how long you have been playing.
• Loss limit: Set a maximum loss amount per session. When you reach it, your session ends automatically.

These controls are available in the Responsible Gaming section of your account settings. They are completely optional, but we strongly encourage all members to use at least one of them — especially if you tend to play for long periods.

5 Self-Exclusion

If you feel that gambling is becoming a problem and you need a break, citinow's self-exclusion tool allows you to block access to your account for a set period. During a self-exclusion period, you will not be able to log in, deposit, or place bets on citinow.

citinow offers the following self-exclusion options:

• Short break: 24 hours, 48 hours, or 7 days — for when you just need a quick pause.
• Medium exclusion: 1 month or 3 months — for a more serious break.
• Long-term exclusion: 6 months or 12 months — for members who need extended time away.
• Permanent exclusion: Close your account permanently. This cannot be reversed.

Self-exclusion takes effect immediately once activated. To activate self-exclusion, go to Account Settings > Responsible Gaming, or contact our support team via live chat or email and we will activate it for you right away — no questions asked.

6 Reality Checks

citinow's reality check feature sends you a notification at regular intervals while you are playing, showing you how long you have been logged in and how much you have won or lost during that session. It is a simple but powerful way to stay aware of your gambling activity in real time.

You can set reality check intervals from as short as 15 minutes up to 2 hours. When a reality check notification appears, you have the option to continue playing, take a break, or end your session. The notification shows:

• Total time spent in the current session.
• Net win or loss for the session.
• Total amount deposited in the current session.
• A prompt to review your responsible gaming settings.

Reality checks are enabled by default for all citinow members. You can adjust the interval or disable them in your account settings, though we recommend keeping them on.

7 Signs of Problem Gambling

Problem gambling can develop gradually. Many people do not realise they have a problem until it has already affected their finances, relationships, or mental health. Here are some warning signs to watch out for in yourself or someone you know:

• Spending more money on gambling than you planned or can afford.
• Chasing losses — continuing to bet in an attempt to win back money you have lost.
• Lying to family or friends about how much time or money you spend gambling.
• Borrowing money or selling possessions to fund gambling.
• Feeling anxious, irritable, or restless when you are not gambling.
• Gambling to escape stress, depression, or other problems in your life.
• Neglecting work, family, or other responsibilities because of gambling.
• Repeatedly trying to cut back on gambling but failing to do so.
• Thinking about gambling constantly, even when you are doing other things.

If you recognise any of these signs in yourself, please use citinow's self-exclusion tool and consider reaching out to a professional support service. There is no shame in asking for help — problem gambling is a recognised condition, and effective support is available.

8 Self-Assessment Quiz

Not sure whether your gambling habits are healthy? Answer the following questions honestly. If you answer "yes" to three or more, we strongly recommend using citinow's responsible gaming tools and considering professional support.

9 Protecting Under-Age Players

citinow is strictly for adults aged 18 and over. We take under-age gambling extremely seriously. During registration, all members are required to confirm their age, and we conduct identity verification checks to ensure compliance.

If you share a device with younger family members, we strongly recommend taking the following steps to prevent under-age access to citinow:

• Never save your citinow login credentials on a shared device.
• Always log out of your citinow account when you are finished playing.
• Use a strong, unique password that younger family members cannot guess.
• Enable two-factor authentication on your citinow account for an extra layer of security.
• Use parental control software on shared devices to block access to gambling websites.

If citinow discovers that a member is under 18, the account will be closed immediately, all bets will be voided, and any deposits will be refunded. If you suspect that a minor has registered on citinow, please contact us immediately at [email protected].

10 Contact and Support

If you need help with any responsible gaming tool, or if you are concerned about your own gambling or someone else's, citinow's support team is available 24 hours a day, 7 days a week. We are here to help — not to judge.

• Live chat: available directly from the citinow platform, 24/7.
• Email: [email protected] — we respond within 5 business hours.
• FAQ: visit our FAQ page for answers to common responsible gaming questions.

When you contact us about a responsible gaming matter, your request is treated as a priority. Our team is trained to handle these conversations with care and confidentiality. You will never be pressured to continue playing or to reverse a self-exclusion decision.