Responsible Gaming
qu9 believes that gambling should always be an enjoyable form of entertainment, never a source of stress or harm. We provide the tools, information, and support you need to stay in control at all times.
At qu9, responsible gaming is not a box to be ticked — it is a core part of how we operate. We recognise that most players in Bangladesh enjoy qu9 as a leisure activity without any problems. But we also know that for a small number of players, gambling can stop being fun and start causing real difficulties. This page is dedicated to helping you understand the risks, recognise the warning signs, and access the tools that put you firmly back in control.
We strongly encourage every qu9 player to set personal boundaries before they start playing — whether that means a weekly deposit cap, a daily time limit, or simply deciding in advance how much they are comfortable spending in a single session. None of these tools require a formal application; you can activate them at any time by contacting our support team at [email protected].
If you ever feel that gambling is no longer enjoyable — or that it is having a negative effect on your finances, relationships, work, or mental health — please use the tools and guidance on this page immediately. Reaching out is a sign of strength, not weakness, and our team is available around the clock to help.
Our Player Protection Tools
qu9 offers a range of practical tools that give you direct control over your gambling activity. Every tool listed below can be activated by contacting [email protected] — no complicated process, no waiting period beyond the tool's own activation time.
Deposit Limits
Set a daily, weekly, or monthly cap on how much you can deposit. Once your limit is reached, no further deposits are accepted until the period resets.
Session Time Limits
Define the maximum time you want to spend on the Platform in a single session. You will receive a notification when your limit is approaching.
Cooling-Off Period
Take a short break from the Platform for a period of your choosing — 24 hours, 7 days, or 30 days. During this time your account is temporarily suspended.
Self-Exclusion
Request a formal self-exclusion for a minimum of 6 months or permanently. Your account is locked and marketing communications are stopped immediately.
Reality Check
Enable periodic pop-up reminders showing how long you have been playing and how much you have spent during your current session.
Account Lock
If you need an immediate break, our support team can lock your account within minutes of your request — any time of day or night.
Our Commitments to You
These are the standards qu9 holds itself to on responsible gaming — every day, for every player.
Strict 21+ Age Verification
Every new qu9 account is required to pass a know-your-customer (KYC) check confirming the player is 21 years of age or older. Any account found to belong to a person under 21 is closed immediately, with the balance returned to the original payment method. This is non-negotiable — protecting young people from gambling harm is our first priority.
No Targeting of Vulnerable Players
qu9 does not direct bonus offers, promotional emails, or targeted marketing at players who have set deposit limits, requested a cooling-off period, or self-excluded. Players showing patterns of distressed gambling behaviour — such as rapidly increasing deposits following a losing streak — are proactively flagged for a welfare check by our responsible gaming team.
Transparent Terms on Bonuses
Every promotional offer on the qu9 Platform comes with clearly stated wagering requirements and terms. We do not use deliberately confusing bonus structures to trap players into spending beyond their means. If you are ever unsure about the terms of a specific promotion, contact our support team for a plain-English explanation before you opt in.
Trained Support Staff
Our customer support team receives responsible gaming training so they can identify players who may be in distress and direct them to appropriate resources. If you contact support and mention that gambling is causing you problems, our team is trained to prioritise your wellbeing above account-related tasks.
Permanent Self-Exclusion Respected
When a player requests a permanent self-exclusion from qu9, that exclusion is irreversible. We do not send re-engagement emails or offer incentives to return to players who have permanently excluded themselves. Their account data is retained only as required by our legal obligations and is not used for marketing purposes.
Warning Signs of Problem Gambling
Problem gambling often develops gradually. Recognising the early warning signs — in yourself or someone you care about — is the first step towards getting help.
Take this seriously
If you recognise three or more of the signs listed below in your own behaviour, we strongly encourage you to contact our support team at [email protected] or activate a self-exclusion immediately.
- Spending more money on gambling than you originally planned, or than you can afford to lose.
- Chasing losses — continuing to gamble to try to win back money you have already lost.
- Lying to family members, friends, or colleagues about how much time or money you spend gambling.
- Neglecting work, studies, family responsibilities, or personal relationships because of gambling.
- Feeling restless, irritable, or anxious when you are not able to gamble.
- Borrowing money — from friends, family, or financial institutions — to fund gambling activity.
- Using gambling as a way to escape from personal problems, depression, stress, or anxiety.
- Making repeated unsuccessful attempts to cut back on or stop gambling.
- Continuing to gamble despite knowing it is causing serious financial or personal harm.
How to Activate Self-Exclusion
Requesting a self-exclusion from qu9 is straightforward. Follow the steps below and our team will action your request as a top priority.
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Contact Support Send an email to [email protected] with the subject line "Self-Exclusion Request". Include your registered username or the mobile number linked to your qu9 account.
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Specify the Duration Tell us whether you want a temporary cooling-off period (24 hours, 7 days, or 30 days), a fixed-term self-exclusion (6 months or 1 year), or a permanent self-exclusion with no option to return.
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Account Suspension Our responsible gaming team will suspend your account within one hour of receiving your verified request. You will receive a confirmation email once the suspension is active.
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Marketing Stopped Immediately All promotional emails, SMS messages, and push notifications to your contact details are suppressed as soon as your self-exclusion is confirmed. You will not receive any re-engagement marketing during your exclusion period.
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Pending Withdrawals Processed Any pending withdrawal requests at the time of your self-exclusion will still be processed normally to your verified payment method (bKash, Nagad, Rocket, Visa, or Mastercard). Your funds are always safe.
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Returning After a Temporary Exclusion When a temporary self-exclusion period ends, your account is not automatically reactivated. You must contact [email protected] to confirm you wish to resume play. This deliberate friction is designed to give you a final chance to reconsider.
Tips for Safer Play
Responsible gambling starts with good habits. These practical tips can help you enjoy qu9 as the entertainment platform it is meant to be.
Set a Budget Before You Start
Decide in advance exactly how much money you are comfortable spending during your session — and treat that amount as the price of entertainment, not as an investment. Once it is gone, the session is over. Use qu9's deposit limit tool to enforce your budget automatically so you are never tempted to top up.
Set a Time Limit
It is easy to lose track of time when playing casino games or watching a BPL cricket match live. Set a session timer before you start, and when the alarm goes off, log out. Taking regular breaks improves your decision-making and keeps gambling in its proper place as one small part of your day.
Never Chase Losses
The single most damaging gambling behaviour is chasing losses — increasing your bet size or session length in an attempt to recover money you have already lost. The house edge means this strategy does not work in the long run. If you find yourself chasing losses, stop the session immediately and contact our support team.
Avoid Gambling Under the Influence
Gambling while under the influence of alcohol or any other substance significantly impairs your judgment and increases the risk of making decisions you will later regret. qu9 recommends gambling only when you are clear-headed, rested, and in a stable emotional state.
Keep Gambling Away from Children
If you access qu9 on a shared device or a device that children can access, ensure you log out after every session and do not save your login credentials on that device. Consider using device parental controls to prevent accidental or deliberate access by minors.
Get Help & Support
If gambling is causing you distress, the most important thing you can do is reach out. You do not have to face this alone.
Contact qu9 Responsible Gaming Support
Our dedicated responsible gaming support team is available 24 hours a day, 7 days a week. Whether you want to activate a deposit limit, request a self-exclusion, or simply talk to someone about a gambling concern, we are here to listen without judgment.
Email us at: [email protected]
When contacting us about a responsible gaming matter, please use the subject line "Responsible Gaming" so our team can prioritise your message. We aim to respond to all responsible gaming requests within one hour.
If you feel that your gambling has become a serious problem affecting your mental health or your family, we also strongly encourage you to speak with a qualified mental health professional or a trusted person in your life. There is no shame in seeking help — it takes real courage to recognise a problem and take steps to address it.
Remember
Gambling should be fun. If it stops being fun — if it starts to feel like an obligation, an escape, or a way to solve financial problems — that is a signal to stop and seek help. qu9 will always be here to support you in making the right decision for your wellbeing, even if that decision means stopping playing altogether.
Play Responsibly at qu9
Enjoy our full range of casino games, slots, and cricket betting — all within the limits you set. Your safety comes first.
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