cu99 Responsible Gaming

Our Commitment to Safe Play

cu99 operates with a clear rule: gaming must remain entertainment. We provide real money games to adults in Bangladesh who choose to play. We do not want gambling to become a source of financial harm or emotional distress for any cu99 player.

To support that commitment, cu99 offers account controls, a strict age policy, and clear escalation paths for anyone who feels their gaming is getting out of hand. This page covers all of them in plain language.

Age Verification at cu99

When you register, you confirm that you are at least 18 years old. cu99 may ask for identity documents at any point before your first withdrawal or if our team flags a concern. Accepted documents are:

• National ID Card (NID)
• Passport
• Driving Licence

Our team reviews submitted documents within 6 hours. Until verification is complete, withdrawal requests are queued but not processed. If a document does not match the account details, we contact you via Live Chat or email before closing the case.

Is Your Gaming Still Fun?

Honest self-reflection matters. Ask yourself these questions regularly while you play at cu99:

• Do I spend more than I planned, more often than I intended?
• Do I chase losses — playing more to recover what I lost?
• Have I borrowed money or skipped bills to fund gaming?
• Do I feel anxious or irritable when I am not playing?
• Have family or friends expressed concern about my gaming habits?

Answering yes to two or more of these questions is a signal worth taking seriously. The tools below are available free of charge on your cu99 account. Using them is not a sign of weakness — it is good sense.

Account Controls You Can Use Right Now

All of the following controls are available by contacting cu99 Live Chat (24/7) or emailing [email protected]. Changes to limits take effect within one business day. Increases to limits require a 7-day cooling period before taking effect.

Spending & Time Limit Options

How Self-Exclusion Works

Self-exclusion is a stronger step than a cool-off. When you self-exclude from cu99, your account is locked for the full duration you choose. You cannot log in, place bets, or receive promotional emails during that time.

Requesting Self-Exclusion

1. Contact cu99 Live Chat or email [email protected] with the subject line "Self-Exclusion Request".
2. State your preferred duration: 30 days, 90 days, 180 days, or permanent.
3. Our team will confirm the exclusion in writing within 2 hours and lock the account immediately.

What Happens to Your Balance

Any positive balance remaining at the time of self-exclusion can be withdrawn before the lock takes full effect. Contact support during the confirmation process to arrange this. After the account is locked, withdrawals are not available until the exclusion period ends (or permanently, if you chose that option).

Reactivating After Self-Exclusion

For temporary exclusions, you may request reactivation after the minimum period has fully elapsed. We apply a mandatory 24-hour reflection window before reactivation — no exceptions. For permanent self-exclusion, we do not reactivate accounts under any circumstances.

Keeping Minors Away from cu99

If you share a device with children or teenagers, take these steps to prevent access to cu99:

• Use a strong password on your cu99 account and do not share it.
• Always log out after each session, especially on shared phones or tablets.
• Enable parental controls on your device's operating system (Android 7.0+ supports Google Family Link).
• Consider browser-level content filters that block gambling categories.

cu99 never markets to anyone who appears to be under 18, and we do not display advertising on platforms primarily used by minors.

Where to Get Help in Bangladesh

cu99 is not a counselling service, but we encourage any player who feels they need support to reach out to these organisations. Speaking to someone who understands problem gambling can make a real difference.

Contact cu99 About a Gaming Concern

If you are worried about your own play — or someone else's — reach out to cu99 directly. Our support team is available 24/7 via Live Chat and can apply any of the account controls described above within minutes. For formal requests (self-exclusion, KYC disputes, account closure), use email so there is a written record.

When you contact us about responsible gaming, your request is handled by a dedicated member of the team — not a general agent. All communications are treated confidentially.

Questions Players Often Ask

1 Can I undo a self-exclusion if I change my mind?

For temporary exclusions (30, 90 or 180 days), you can request reactivation only after the full period has elapsed. We then apply a mandatory 24-hour waiting period. Permanent self-exclusion cannot be reversed — by design. If you are unsure, start with a cool-off or a shorter exclusion period.

2 Does cu99 charge anything for setting limits or self-excluding?

No. All responsible gaming tools — deposit limits, loss limits, cool-offs, and self-exclusion — are free. cu99 does not charge fees or penalties for using them. Your remaining balance can be withdrawn before an exclusion locks your account.

3 Will my limit apply to all games, including fishing and live casino?

Yes. Deposit limits, loss limits, and wager limits apply across all cu99 games — slots, fishing games, live casino tables, and any other category available on the platform. There is no way to set a limit on some games but not others.

4 How long does it take for a deposit limit to increase after I request it?

Increases to any financial limit (deposit, loss, wager) require a 7-day cooling period after your request. This delay is intentional — it gives you time to reconsider. Decreases take effect immediately with no waiting period.

5 I think a family member has a cu99 account and is gambling problematically. What can I do?

Contact us at [email protected] with as much detail as you can provide. We take third-party reports seriously. We cannot disclose account details to third parties, but if the concern is substantiated, we will take action on the account in line with our responsible gaming policy.