Responsible Gaming at xbate

At xbate, responsible gaming is not an afterthought — it is a core part of how we operate. We understand that for the vast majority of our players across Dhaka, Chittagong, Sylhet, Rajshahi, Khulna, Barisal, Rangpur, and Mymensingh, gambling is a form of entertainment enjoyed safely within personal limits. However, we also recognise that a minority of players may develop problematic gambling behaviours, and it is our responsibility to identify, assist, and protect those individuals.

xbate's responsible gaming framework is built on four principles: prevention (tools that help players avoid problem gambling before it starts), early intervention (detection systems that flag risky patterns), support (clear pathways to help for anyone who needs it), and protection (strict age verification and minor-protection measures).

We are committed to continuous improvement in our responsible gaming practices. Our support team is trained to respond sensitively and non-judgementally to any player who reaches out with a gambling-related concern. All responsible gaming requests — whether deposit limits, cool-off periods, or full self-exclusions — are processed promptly and confidentially.

xbate strictly enforces an 18+ age policy across all of its services. Gambling by individuals under the age of 18 is absolutely prohibited. This policy applies to every player on the platform regardless of location within Bangladesh.

During the registration and KYC (Know Your Customer) verification process, xbate collects and verifies government-issued identity documents — including National Identity Cards (NID) and passports — to confirm the age and identity of every player. Accounts cannot be fully activated for deposits and withdrawals until age verification is successfully completed.

If our systems or support team identify any indication that an account may be held by or accessed by a person under the age of 18, the account will be suspended immediately pending investigation. Any funds deposited by a minor will be returned to the source payment method (bKash, Nagad, Rocket, or Upay) and no winnings will be paid out.

xbate provides a full suite of responsible gaming tools that every registered player can access from within their account dashboard. These tools are designed to give you direct, immediate control over how you engage with the platform.

To access your responsible gaming settings, log in to your xbate account, navigate to Account Settings > Responsible Gaming, and select the relevant tool. Changes to limits that reduce your activity (e.g., lowering a deposit cap) take effect immediately. Changes that increase your activity (e.g., raising a deposit limit) are subject to a mandatory 24-hour cooling-off period.

Problem gambling can develop gradually and is not always easy to recognise from the inside. The following warning signs may indicate that gambling has moved from a recreational activity to a harmful pattern. If you recognise several of these signs in yourself or someone you know, it is important to seek help promptly.

Self-exclusion is the most comprehensive responsible gaming tool available on xbate. It is designed for players who believe their gambling has become — or is at risk of becoming — a serious problem, and who need a firm, enforceable barrier to protect themselves.

When you self-exclude on xbate, the following actions are taken immediately:

• Your account is fully locked and you cannot log in or access any games, betting markets, or casino content.
• All pending withdrawal requests are processed and paid out to your registered payment method (bKash, Nagad, Rocket, or Upay) within the standard processing window.
• Any remaining account balance is returned to you — xbate will not retain funds that belong to a self-excluded player.
• Your account is removed from all marketing lists and you will not receive any promotional emails, SMS messages, or push notifications from xbate during the exclusion period.
• All bonus balances and pending bonus offers are voided. This is a mandatory part of the self-exclusion process and cannot be reversed.

Self-exclusion periods available on xbate are: 6 months, 1 year, 3 years, 5 years, and permanent (lifetime exclusion). Minimum self-exclusion duration is 6 months. Once a self-exclusion is active, it cannot be reversed or shortened by any means — including direct requests to the support team. This is intentional; the cooling-off period exists to protect you.

At the end of a time-limited self-exclusion period (e.g., 6 months or 1 year), your account will not be automatically reactivated. You must contact the xbate support team, confirm your identity, and complete a 7-day reflection period before access can be restored. This additional step ensures that re-engagement is a deliberate, considered decision rather than an impulsive one.

To request self-exclusion, log in to your account and go to Account Settings > Responsible Gaming > Self-Exclusion, or email [email protected] with the subject line "Self-Exclusion Request". For urgent cases, use the 24/7 live chat and our team will process your request within one hour.

xbate takes the protection of children and young people extremely seriously. In addition to the strict age verification process applied at registration, xbate recommends that parents and guardians in Bangladesh take the following practical steps to prevent minors from accessing online gambling content on shared or family devices:

• Password-protect your devices: Ensure that any smartphone, tablet, or computer used to access xbate is protected by a PIN, password, fingerprint, or facial recognition that is not shared with children.
• Log out after every session: Never leave your xbate account logged in on a shared device. Always click "Log Out" when your session ends.
• Use parental control software: Install reputable parental control or content-filtering software on shared family devices. These tools can block access to gambling websites and apps based on content categories.
• Keep your account credentials private: Never share your xbate username, password, or linked payment method (bKash, Nagad) PIN with any minor. Account credentials are personal and must not be disclosed to anyone.
• Have open conversations: Talk to children and young people in your household about the risks of gambling and why it is restricted to adults. Early education about responsible attitudes towards money and risk is one of the most effective long-term safeguards.

If you discover that a minor has accessed a gambling platform using your xbate account or credentials, contact our support team immediately at [email protected]. xbate will investigate the matter, suspend the account if necessary, and provide guidance on next steps including the return of any deposits made by or on behalf of a minor.

If you or someone you care about is struggling with problem gambling, please know that help is available. Seeking support is a sign of strength, not weakness. xbate's support team is trained to handle gambling-related concerns with sensitivity, confidentiality, and without judgement.

In addition to the tools and support available directly through xbate, we encourage players who need broader or professional support to reach out to the following types of resources:

• National helplines: Bangladesh has mental health and addiction support services accessible via government health facilities and NGO-operated counselling centres in major cities including Dhaka, Chittagong, and Sylhet.
• Professional counselling: A licensed psychologist or addiction counsellor can provide structured, confidential support for problem gambling. Sessions may be conducted in person or via telehealth services.
• Support groups: Peer support groups for gambling addiction — modelled on programmes like Gamblers Anonymous — provide a non-judgmental community of people who share similar experiences and can offer practical coping strategies.
• Family support: Trusted family members or close friends can play a vital role in supporting recovery. Sharing your concern about gambling with someone you trust is often the first and most powerful step.

xbate will always cooperate with accredited counselling and support organisations to assist players in need. If a counsellor contacts xbate on behalf of a player in their care, we will work with them to put appropriate account restrictions in place as quickly as possible.

If you want to activate any responsible gaming tool, have a concern about your gambling behaviour, or simply want to talk to someone about your options, the xbate support team is available 24 hours a day, 7 days a week.