Responsible Gaming

01 Our Commitment to Responsible Gaming

At win365, we take our responsibility to players seriously. Gambling is designed to be a source of entertainment — a pastime enjoyed on your own terms, within your own limits. We recognise, however, that for a small number of individuals, gambling can develop into a problem that negatively affects their finances, relationships, and mental wellbeing.

Our responsible gaming framework is built around four core principles: prevention, awareness, player empowerment, and support. We invest continuously in tools and processes that help players in Bangladesh maintain healthy gambling habits. This means giving you clear information, easy access to account controls, and a direct line to support when you need it.

win365 will never encourage players to chase losses, gamble beyond their means, or view gambling as a way to generate income. We promote gambling strictly as a form of leisure, and we expect all marketing and communications from win365 to reflect that position at all times.

02 Age Restriction & 18+ Policy

win365 operates a strict 18+ policy. No person under the age of 18 years is permitted to open an account, make a deposit, place a bet, or play any game on our platform. This policy applies to all players in Bangladesh and any other jurisdiction where win365 accepts registrations.

Identity Verification (KYC)

Every new win365 account must complete a Know Your Customer (KYC) verification process before financial transactions are enabled. During KYC, players must submit a valid government-issued photo ID — such as a Bangladesh National Identity Card (NID), passport, or birth certificate — confirming that they are 18 years of age or older. Documents are reviewed by our verification team typically within 24 hours.

Suspected Underage Accounts

If win365 has reasonable grounds to suspect that a player is under the age of 18, we reserve the right to suspend the account immediately pending further investigation. If the suspicion is confirmed, the account will be permanently closed and any funds deposited by an underage player will be returned to the original payment source after deducting any winnings generated, which will be forfeited.

03 Warning Signs of Problem Gambling

Most people who gamble do so without any adverse effects. However, it is important to recognise when gambling habits are shifting from recreational to problematic. The following signs may indicate that gambling is becoming a problem for you or someone you know:

• Spending more money on gambling than you originally intended or can comfortably afford.
• Chasing losses — continuing to gamble in an attempt to win back money you have already lost.
• Lying to family members or friends about how much time or money you spend on gambling.
• Feeling anxious, irritable, or restless when you are not gambling or when you try to cut back.
• Neglecting work, study, family responsibilities, or personal relationships due to gambling activity.
• Borrowing money, selling possessions, or using savings intended for essential expenses to fund gambling.
• Using gambling as a way to escape stress, depression, loneliness, or other emotional difficulties.
• Repeatedly trying and failing to reduce or stop gambling despite genuinely wanting to do so.

If you recognise two or more of the signs above in your own behaviour, we strongly encourage you to use one of the win365 player protection tools described in the sections below, or to reach out to our support team directly. Seeking help early makes a significant difference.

04 Deposit Limits

Deposit limits are one of the most effective tools available on win365 for managing your gambling budget. By setting a cap on how much you can deposit over a defined period, you can ensure that your gambling spending stays firmly within the boundaries you are comfortable with.

Available Limit Types

• Daily deposit limit: Restricts the total amount you can deposit into your win365 account within any 24-hour period.
• Weekly deposit limit: Restricts total deposits across any rolling 7-day period.
• Monthly deposit limit: Restricts total deposits across any rolling 30-day calendar period.

How to Set a Deposit Limit

Log in to your win365 account and navigate to the Responsible Gaming or Account Settings section. Select "Deposit Limits", choose your preferred limit type, enter the maximum amount in BDT (Bangladeshi Taka), and confirm your selection. The limit takes effect immediately upon confirmation.

Changing or Removing a Limit

You may reduce your existing deposit limit at any time — reductions take effect immediately. If you wish to increase a limit or remove it entirely, win365 applies a mandatory 72-hour cooling-off period before the change comes into effect. This delay is intentional: it gives you time to reflect before loosening a restriction you previously chose to put in place. During this 72-hour window you may cancel the increase request without any consequence.

05 Time-Out & Cool-Off Features

Sometimes a short break is all that is needed to reset your perspective on gambling. win365's time-out feature allows you to temporarily suspend your account for a defined period without the longer-term commitment of self-exclusion.

Available Time-Out Periods

• 24-hour time-out: A one-day break, useful if you feel you have been playing more than usual in a single session.
• 48-hour time-out: A two-day cooling-off window over a weekend or busy period.
• 7-day time-out: A one-week break to step back and reassess your gambling habits.
• 30-day time-out: A full month away from the platform — a meaningful pause that helps establish healthier routines.

What Happens During a Time-Out

During an active time-out period on your win365 account, you will be unable to log in, place bets, play casino games, or make deposits. Any pending bets placed before the time-out was activated will be settled according to normal rules. Withdrawal requests submitted before or during the time-out will continue to be processed normally so you can access your funds.

win365 will also pause all promotional and marketing communications to your registered email and mobile number for the duration of the time-out. You will not receive bonus offers or promotional notifications during this period.

Activating a Time-Out

Log in to your win365 account, go to Account Settings, and select the Time-Out option. Choose your preferred duration and confirm. The time-out activates immediately. If you are having difficulty accessing the account settings or would prefer to request a time-out via support, email support@win365.my with the subject line "Time-Out Request" and our team will action it within one hour.

06 Self-Exclusion

Self-exclusion is a formal, binding request to be excluded from the win365 platform for an extended period. It is appropriate for players who feel that their gambling behaviour has become — or is at risk of becoming — genuinely harmful, and who want to make a firm commitment to stop gambling for a substantial period of time.

Self-Exclusion Periods

• 6 months: A firm six-month exclusion period — suitable as a first step for players who recognise a developing problem.
• 1 year: A full twelve-month exclusion that allows significant time for personal recovery and reflection.
• 3 years: An extended exclusion for players who want a long-term commitment to stopping gambling.
• Permanent exclusion: An irreversible, lifetime exclusion from win365. This option is recommended for players who have determined that gambling is not compatible with their long-term wellbeing.

Important Terms of Self-Exclusion

Self-exclusion is a serious, binding measure and the following conditions apply without exception:

• Once a self-exclusion is active, it cannot be lifted or reversed during the chosen exclusion period — regardless of the reason given for the reversal request.
• win365 will immediately close your account to all betting, gaming, and deposit activity upon activation of self-exclusion.
• Any remaining balance in your win365 account at the time of self-exclusion will be returned to your registered payment method (bKash, Nagad, Rocket, or bank account) within 5 business days.
• All marketing communications, including bonus offers and promotional emails, will be permanently suspended for the duration of the exclusion.
• After a non-permanent exclusion period expires, you must actively contact win365 support and complete a re-evaluation process — including a mandatory 24-hour reflection period — before your account can be reactivated.

How to Request Self-Exclusion

To initiate self-exclusion, contact the win365 responsible gaming support team directly at support@win365.my with the subject line "Self-Exclusion Request". State your preferred exclusion period clearly in the message body. Our team will confirm your self-exclusion in writing within two hours of receiving your request and activate it immediately upon confirmation.

07 Getting Help & Support Resources

If you feel that gambling is becoming a problem for you — or if you are concerned about someone else's gambling — it is important to seek help promptly. win365 encourages all players to reach out without hesitation. There is no judgement here: asking for help is a sign of strength, not weakness.

Contact win365 Support

Our dedicated responsible gaming support team can assist with activating deposit limits, time-outs, or self-exclusion, answering questions about your account activity, and pointing you toward further resources. Contact us at any time:

Self-Assessment

Not sure whether your gambling habits are a concern? Ask yourself these questions honestly. If you answer "yes" to two or more, we recommend contacting our support team or considering a time-out:

• Do I regularly spend more on gambling than I planned to?
• Have I ever hidden my gambling activity from people close to me?
• Do I feel anxious or irritable when I cannot gamble?
• Have I borrowed money specifically to fund gambling?
• Do I gamble to escape negative feelings or difficult situations?
• Have I tried to stop gambling and found that I could not?

08 Protecting Minors

win365 is an adult-only platform. We have zero tolerance for underage gambling and take active steps to prevent minors from accessing our services. In addition to our own KYC verification processes, we encourage parents and guardians in Bangladesh to take the following measures to prevent underage access to gambling websites.

Parental Controls

A range of parental control software is available that can restrict access to gambling websites on shared or family devices. We recommend using these tools if there are minors in your household who use the same devices as adult members:

• Net Nanny — family internet filter and parental control software available for Windows, macOS, Android, and iOS.
• Qustodio — comprehensive parental control platform with website filtering, screen time limits, and activity reporting.
• Google Family Link — free parental supervision tool for Android devices that can be used to block gambling category websites.
• Built-in browser parental controls — most modern browsers and mobile operating systems include built-in content restriction settings accessible via the device's parental controls menu.

Keeping Account Credentials Safe

If you share devices with minors in your household, always log out of your win365 account after each session and never save your login credentials in the browser on a shared device. Do not share your win365 username, password, or payment method PINs with anyone — including family members. Keeping your account credentials private is the single most effective safeguard against unauthorised access by a minor.

If you suspect that a minor has accessed your win365 account, contact our support team immediately at support@win365.my. We will investigate and take appropriate action, including account suspension, pending a full review.