Responsible Gaming at lu99

How to Activate Your Protection Tools

All player protection tools on lu99 are available directly from your account settings dashboard. Log in to your account, navigate to the Responsible Gaming section, and select the tool you wish to apply. Deposit limits and session time limits take effect immediately once confirmed. Cool-off periods and self-exclusion requests submitted to our support team at [email protected] are actioned within one hour of receipt.

Please note: when you set a deposit limit, lu99 will not process any deposit that would cause you to exceed that limit during the chosen period. If you request an increase to a deposit limit, a mandatory 7-day cooling-off period applies before the higher limit becomes active. This delay is intentional — it ensures that decisions made in the heat of the moment do not override your long-term financial goals.

Recognising Problem Gambling

Problem gambling often develops gradually. The following signs may indicate that gambling is moving from entertainment to a harmful behaviour. If you recognise any of these in yourself or someone you know, please act early.

• Spending more money on gambling than you originally planned or can comfortably afford.
• Chasing losses — continuing to play after a losing session in an attempt to win back the money lost.
• Gambling with money set aside for essential expenses such as rent, bills, food, or family needs.
• Feeling anxious, irritable, or restless when not gambling, or when trying to cut down on gambling activity.
• Borrowing money, selling belongings, or engaging in dishonest behaviour to fund gambling.
• Lying to family members or close friends about how much time or money you spend gambling.
• Gambling interfering with your work, studies, family responsibilities, or sleep patterns.

Answering yes to one or more of the above does not necessarily mean you have a gambling problem, but it is a signal worth taking seriously. Use the self-assessment checklist below, and consider contacting our support team to discuss your options confidentially.

Age Verification and the 21+ Requirement

lu99 strictly enforces a minimum age requirement of 21 years for all account registrations and gameplay. During the account registration process, players are required to confirm their date of birth and agree that they are 21 years of age or older. lu99 carries out identity verification checks on accounts to confirm age compliance, and any account found to belong to a person under the age of 21 will be closed immediately with all funds returned.

If you are a parent or guardian and suspect that a person under the age of 21 in your household has accessed lu99, please contact us immediately at [email protected]. We will take prompt action to identify and close the relevant account. We also strongly encourage parents to use parental control software and to keep account credentials private and inaccessible to minors.

Protecting Others Around You

Responsible gaming is not only about managing your own play — it also involves being mindful of the people around you. Here are three practical steps you can take to protect those close to you from potential harm:

• Never share your lu99 account credentials with family members or friends. Your account is personal and must not be used by any other person, including minors.
• Always log out of your lu99 account on shared or family devices. Do not save passwords on devices accessible to children or young people.
• If a family member shows signs of problem gambling, encourage them to contact lu99 support directly or speak to a trusted healthcare professional in their area.

lu99's Commitment to Safe Play

lu99 is committed to providing a safe, fair, and transparent gaming environment for every player in Bangladesh. We take problem gambling seriously and have invested in building player-protection features that are genuinely accessible — not buried in menus or dependent on lengthy support queues. Every tool described on this page is available to you at no cost, with no penalties, and with no negative impact on your account standing.

We apply SSL encryption across all transactions and account data, use secure access controls to prevent unauthorised account access, and regularly review our responsible gaming procedures to ensure they remain effective and up to date. lu99 also monitors aggregate player behaviour for patterns that may indicate systemic risk, and we reserve the right to proactively impose protective measures on accounts where we identify potential harm.