Responsible Gaming at cv9

1. Age Restriction and Verification

cv9 operates a strict 18+ only policy across every part of the platform — from account registration and game play to deposits, withdrawals, and bonus participation. This is not a legal formality. It reflects a genuine commitment to ensuring that gambling remains in the hands of adults who can make informed decisions about risk and entertainment.

All new players are required to confirm that they are aged 18 or above at the point of registration. Before any withdrawal can be processed, cv9 carries out a Know Your Customer (KYC) identity verification check. This involves submitting a valid government-issued identity document — typically a Bangladesh National Identity Card (NID), passport, or birth certificate — alongside a recent proof of address. Our verification team reviews submissions within 24 hours on business days.

Where cv9 has reasonable grounds to believe that a player may be under the age of 18, the account will be suspended immediately, all pending withdrawals will be placed on hold, and any net winnings generated during the period of suspected underage play may be withheld pending the outcome of the investigation. If the player is confirmed to be a minor, the account will be permanently closed and the matter referred to the appropriate authority.

2. Recognising Problem Gambling

For the vast majority of cv9 players across Bangladesh, gambling is a form of recreation — watching cricket live while placing a bet on the BPL, spinning the slots for a few minutes of downtime, or enjoying a live dealer table with friends. But for a small number of people, gambling can develop into a behaviour pattern that causes real harm to their finances, relationships, and mental health.

Recognising the warning signs early is the most effective way to prevent a recreational habit from becoming a serious problem. cv9 encourages all players to check in with themselves honestly and regularly. The following signs may indicate that gambling is becoming problematic:

If you answered yes to two or more of the questions above, we strongly encourage you to reach out to cv9 support or to use one of the self-management tools described in the sections below. There is no shame in seeking help — and acting early makes recovery significantly easier.

3. Responsible Gaming Tools

cv9 provides a comprehensive suite of responsible gaming tools that every registered player can access directly from their account settings or by contacting our support team. These tools are designed to give you meaningful control over your gambling behaviour without making the process cumbersome or judgmental. All tools take effect promptly — deposit limit reductions, for example, are applied immediately, while increases require a 72-hour cooling-off period before coming into effect.

4. Self-Exclusion

Self-exclusion is one of the most powerful tools available to a player who feels their gambling is becoming unmanageable. When you request a self-exclusion on cv9, your account is immediately suspended — you will not be able to log in, place bets, deposit funds, or claim bonuses for the entire duration of the exclusion period.

4.1 Available Self-Exclusion Periods

• 1 Month — A short-term exclusion suitable for players who need a firm break to reassess their habits.
• 3 Months — A medium-term exclusion providing space for meaningful reflection and, where needed, engagement with support services.
• 6 Months — A longer exclusion for players who recognise a more persistent pattern of problematic gambling.
• 12 Months — A one-year exclusion that signals a serious commitment to addressing gambling-related harm.
• Permanent Exclusion — A lifetime ban from the cv9 platform. This decision is irreversible and will not be lifted under any circumstances, even upon player request.

4.2 What Happens During Self-Exclusion

From the moment a self-exclusion request is confirmed, the following will apply to your cv9 account:

• Your account is immediately locked and inaccessible.
• All pending withdrawal requests are processed and paid out to your registered payment method (bKash, Nagad, Rocket, or bank account) within the standard processing timeframe.
• Any remaining account balance after withdrawal is held securely and returned upon exclusion end (for non-permanent exclusions).
• You will be removed from all marketing communications for the duration of the exclusion — no promotional emails, SMS messages, or bonus offers will be sent to you.
• cv9 will make reasonable efforts to prevent the creation of a new account using the same identity details during the exclusion period.

4.3 Requesting Self-Exclusion

To request a self-exclusion, contact our support team at [email protected] with the subject line "Self-Exclusion Request". Please include your registered username, your preferred exclusion period, and a brief confirmation that you are requesting this voluntarily. Our team will process your request and confirm the exclusion within 24 hours. If you are in crisis and need the exclusion applied urgently, indicate this in your message and we will prioritise your request.

5. Deposit and Spending Limits

Managing how much money you put into your cv9 account is one of the most practical and effective forms of responsible gambling. cv9 allows all players to set binding deposit limits that prevent spending beyond a pre-defined threshold — regardless of what happens during a session.

5.1 Types of Deposit Limits

• Daily Deposit Limit: The maximum total amount (in ৳ BDT) you can deposit across all payment methods within a single calendar day (Bangladesh Standard Time, UTC+6).
• Weekly Deposit Limit: The maximum amount you can deposit across any rolling 7-day period.
• Monthly Deposit Limit: The maximum amount you can deposit across any rolling 30-day period.

5.2 How Limits Are Enforced

Once a deposit limit is set, the cv9 payment system will automatically block any deposit attempt that would cause your cumulative deposits to exceed the defined threshold within the relevant period. This applies across all payment channels — bKash, Nagad, Rocket, Upay, Dutch-Bangla Bank, City Bank, BRAC Bank, Islami Bank, Sonali Bank, Visa, and Mastercard. You cannot bypass a deposit limit by switching payment methods.

5.3 Changing Your Deposit Limit

Decreasing a limit: Takes effect immediately. If you set your daily deposit limit to ৳500 and it was previously ৳2,000, the new lower limit applies from the moment you save the change.

Increasing a limit: Subject to a mandatory 72-hour cooling-off period before the higher limit becomes active. This delay is intentional — it gives you time to reflect on whether increasing the limit is a considered decision or an impulsive one made during a losing session.

6. Time-Out and Cool-Off Features

A time-out is a temporary break from gambling that is shorter and less permanent than a full self-exclusion. It is ideal for players who recognise they are gambling more than they intended during a specific period — perhaps during a stressful week or following a run of losses — but who do not feel they need a long-term exclusion.

6.1 Available Time-Out Periods

• 24 Hours — A brief overnight pause to step back and reset.
• 48 Hours — A weekend break that creates natural distance from the platform.
• 1 Week — A seven-day break suitable for players who want a more structured cooldown.
• 2 Weeks — A fortnight's break for players who need a longer pause to reassess their habits.
• 4 Weeks — A one-month break that falls just short of a formal self-exclusion but provides substantial time away.
• 6 Weeks — The maximum time-out period, bridging the gap between a short break and a formal self-exclusion.

6.2 What Happens During a Time-Out

During a time-out, your cv9 account remains registered but is fully inaccessible for login, deposit, or play. Your account balance is preserved. When the time-out period expires, access is automatically restored — you do not need to contact support to reactivate your account after a time-out (unlike self-exclusion, which requires a formal review before reinstatement for non-permanent periods).

Marketing communications are paused for the duration of the time-out. No promotional emails, bonus notifications, or SMS messages will be sent to you while your time-out is active.

6.3 Reality Check Reminders

In addition to time-outs, cv9 offers reality check reminders — periodic on-screen notifications that appear during an active gaming session. You can configure these to appear every 15, 30, 45, or 60 minutes. Each reminder shows:

• The total length of your current gaming session.
• Your net balance change since the session began (total winnings minus total losses).
• A prompt offering the option to continue playing, take a break, or set a session limit.

Reality checks are a lightweight but effective way to stay aware of your behaviour in real time, without requiring you to stop playing entirely.

7. Protecting Minors and Vulnerable Players

cv9 takes its responsibility to protect minors and other vulnerable individuals seriously. If you share a device or a household with young people, we strongly encourage you to take the following precautions to prevent unauthorised access to the cv9 platform.

7.1 Device-Level Protection

• Always log out of your cv9 account when you have finished a session, particularly on shared devices.
• Do not save your cv9 password in shared browsers or devices that minors can access.
• Consider enabling a device-level PIN, fingerprint lock, or face recognition to restrict access to your phone or tablet.
• Use parental control software on shared computers and family devices to block access to online gambling sites.

7.2 Account Security

• Choose a strong, unique password for your cv9 account and do not share it with anyone — including family members.
• Enable two-factor authentication (2FA) on your account to add an extra layer of protection against unauthorised logins.
• Keep your registered bKash, Nagad, or Rocket number private to prevent others from making deposits on your behalf.

7.3 Reporting Underage Access

If you suspect that a minor has gained access to the cv9 platform — whether through your account or through an account registered in their own name — please report it immediately to [email protected]. We will investigate the matter urgently and take all necessary steps, including permanent account closure and referral to the appropriate authority where required.

7.4 Supporting a Family Member or Friend

If you are concerned about the gambling behaviour of a friend, family member, or colleague — whether or not they use cv9 specifically — we encourage you to raise your concerns with them in a calm, non-judgmental way. Let them know about the tools and support available, and if appropriate, encourage them to contact our responsible gaming support team. Reaching out on behalf of someone else is always welcome.

8. Getting Help and Support

If you feel that gambling has stopped being fun and started causing problems in your life, please reach out. Asking for help is not a weakness — it is the most effective thing you can do. cv9's responsible gaming support team is available 24 hours a day, 7 days a week, every day of the year, including during Eid, Durga Puja, and all national holidays.

Our support team is trained to handle responsible gaming conversations with sensitivity, confidentiality, and without judgment. Whether you want to set up a deposit limit, request a time-out, initiate a self-exclusion, or simply talk to someone about what you are experiencing, we are here to help.

8.1 What to Include in Your Message

When contacting our responsible gaming team, it helps to include the following in your message so we can assist you as quickly as possible:

• Your registered cv9 username.
• A brief description of what you are experiencing or what tool you would like to activate.
• Your preferred exclusion or limit period (if requesting a self-exclusion or deposit limit).
• Whether the request is urgent (e.g., you are mid-session and want to stop immediately).

8.2 External Support Resources

In addition to cv9's internal support team, we encourage players who are struggling with problem gambling to seek guidance from independent, professional support organisations. Speaking to a counsellor or joining a peer support group can make a profound difference.

• National Mental Health Institute (NIMH), Bangladesh: The primary government body for mental health services in Bangladesh, including counselling for behavioural addictions. Contact your nearest NIMH-affiliated hospital in Dhaka, Chittagong, Sylhet, Rajshahi, or Khulna for a referral.
• Kaan Pete Roi (Bangladesh): A national emotional support helpline providing confidential telephone and online counselling services. Available in both English and Bengali.
• Gamblers Anonymous (International): A worldwide peer support fellowship for people with gambling disorders, with local meeting information available through their international network.