Self Exclusion

Scope and purpose

This policy sets out the structured processes by which a customer of Rkgg may restrict or pause gambling activity. It covers Time-Out (short-term restraint) and Self-Exclusion (extended restraint), the effects on account access and funds, and the steps necessary to initiate, adjust, or terminate such measures. The objective is to support responsible gaming while ensuring clear, auditable procedures.

Time-Out (short-term restraint)

Time-Out enables a customer to take a temporary break from all Rkgg products. Once initiated, the customer shall be unable to deposit, withdraw, play, or access any product for the selected period. The available Time-Out periods are displayed in the Account Profile under the relevant section. Revocation of a Time-Out can be requested only after 24 hours from the initial Time-Out request. Upon expiry of the Time-Out, the account will be automatically re-activated.

Self-Exclusion (extended restraint)

You may elect a longer break by self-excluding for a defined period. Self-exclusion means that the account will remain closed for the chosen duration. Initiation requires an email to Rkgg informing the decision to pause activity. Upon receipt, the account will enter a 24-hour cooling-off period (Stage 1) during which no gambling activity is possible. After the cooling-off period has elapsed, the available self-exclusion periods will be communicated. No variations to the pre-selected periods are permitted. To proceed, you must provide a reply by email confirming the chosen period. If no response is received within a further 24 hours, the account will be reopened and confirmed by email. During the Self-Exclusion period, the account will be disabled and deposits or withdrawals are not permitted for the duration of the exclusion. Upon expiry, the Self-Exclusion period ends and the account is re-activated automatically. Where offered, self-exclusion periods include a minimum duration of six months.

Financial protection and self-imposed limits

When setting up an account, or at any time thereafter, you may impose financial limits or other self-imposed restrictions from the relevant area in the account interface. If you exceed the maximum limit, further actions related to that limit will be restricted. A limit or exclusion may only be revoked by written or electronic notice to Rkgg. The Company will consider such requests but retains absolute discretion to deny a revocation. Rkgg will take reasonable steps to ensure that the Self-Exclusion procedure is adhered to and will use reasonable endeavours to ensure that no promotional material is sent to customers who have self-excluded. However, the customer acknowledges that Rkgg is not responsible if the customer continues to gamble using additional accounts or if promotional material is inadvertently sent after exclusion.

Promotions and communications during exclusion

Rkgg will take reasonable steps to avoid advertising or promotional material to customers who have self-excluded. The customer accepts that, in certain circumstances, promotions may still be received if new registrations or altered registration details create entry points that bypass exclusion controls. The customer is advised to seek urgent professional assistance if gambling activity continues during the exclusion period.

Support and guidance

If you require guidance or support regarding potential gambling issues, contact your local or national gambling support services. Rkgg provides information about available help resources but does not substitute for professional medical or psychological treatment. Support services can include confidential helplines and counselling services offered by recognized authorities in problem gambling.

Data, privacy and compliance

Rkgg will process self-exclusion requests in accordance with applicable data protection and gaming regulations. Records of exclusion actions will be maintained as required by policy and regulatory obligations. Identity verification and related data handling may be conducted to ensure the integrity and enforcement of exclusion measures and to comply with legal and regulatory requirements.

Implementation and contacts

Rkgg commits to implementing self-exclusion promptly in line with the customer’s request. Initiation is through the standard customer service channel by email. All status changes and confirmations will be communicated by email. For questions about this policy, contact the dedicated compliance support channel through the customer service process.