Responsible Gaming at quuok

At quuok, responsible gaming is not a footnote — it is a core principle embedded in every aspect of how we operate. We believe that gambling, when approached with awareness and boundaries, is a legitimate and enjoyable form of entertainment. However, we also recognise that for a small number of players, gambling can develop into a harmful pattern that affects their personal finances, relationships, and mental wellbeing.

quuok is committed to providing every player in Bangladesh with the information, tools, and support they need to make informed decisions about their gambling activity. We take active steps to promote responsible gambling across our sportsbook, live casino, slots, and all other products on the platform. Our responsible gaming programme covers four key areas: prevention, detection, intervention, and support.

Prevention means ensuring that all players are aware of responsible gambling best practices before they ever place their first bet. Detection means monitoring account activity for early warning signs of harmful behaviour. Intervention means reaching out to players who may be at risk and offering concrete tools to help them regain control. Support means ensuring that players who need professional help can access it quickly and without stigma.

quuok also maintains strict internal policies that govern how our team handles responsible gaming cases. All quuok support staff receive dedicated responsible gaming training. Accounts showing signs of problem gambling behaviour are escalated to a senior welfare team, not treated as routine support tickets.

quuok strictly enforces a minimum age requirement of 18 years for all players. This is a non-negotiable condition of account registration and applies to every product on the quuok platform — sportsbook, live casino, slots, table games, and virtual sports. Players who are under 18 years of age are expressly prohibited from opening a quuok account or participating in any gambling activity on the platform.

As part of the account registration process, all new quuok players are required to confirm that they are 18 years of age or older. This declaration is legally binding and forms part of the Terms and Conditions each player accepts at registration. quuok further verifies player age through its Know Your Customer (KYC) identity verification process, which requires players to submit a valid National Identity Card (NID), passport, or Bangladesh driving licence before withdrawals are processed.

Where quuok has reasonable grounds to suspect that a player may be under the age of 18 — for example, based on information disclosed during a support interaction or detected through account activity patterns — we reserve the right to suspend the account immediately and request immediate age verification documentation. Any funds in the account will be held pending the outcome of that verification. If the player is found to be underage, the account will be permanently closed and any deposits will be returned.

Protecting Young People from Gambling Harm

If you are a parent or guardian and you are concerned that a minor in your household may have accessed the quuok platform, please contact us immediately at [email protected]. We will investigate the matter urgently and take all appropriate action. We also recommend using parental control software on shared devices to prevent underage access to gambling websites. Widely available solutions include net nanny, Bark, and the built-in parental controls on Android and iOS devices.

Problem gambling develops gradually. For most people, there is no single moment where recreational betting transforms into harmful behaviour — it is a slow shift that can be difficult to notice from the inside. Understanding the early warning signs is one of the most powerful tools a player has to protect themselves.

quuok uses a set of behavioural indicators — drawn from internationally recognised responsible gaming frameworks — to help players recognise when their gambling may have moved beyond healthy entertainment. If you recognise any of the following patterns in your own behaviour, we encourage you to use quuok's responsible gaming tools or seek external support.

Financial Warning Signs

• Spending more money on gambling than you originally planned or budgeted for.
• Borrowing money — from family, friends, or financial lenders — specifically to fund gambling activity.
• Neglecting essential financial commitments (rent, bills, loan repayments) in order to have more money to gamble with.
• Attempting to win back money that was lost in a previous session — commonly called "chasing losses".
• Hiding gambling-related financial transactions from a partner, family member, or employer.

Behavioural Warning Signs

• Spending significantly more time gambling than originally intended, including missing meals, sleep, or important appointments.
• Feeling restless, irritable, or anxious when you are not gambling or when you try to stop.
• Using gambling as a way to escape stress, emotional pain, or difficult personal circumstances — rather than as a form of entertainment.
• Making repeated unsuccessful attempts to reduce, control, or stop your gambling activity.
• Lying to people close to you about the amount you gamble or the money you have won or lost.
• Neglecting personal responsibilities — work, family, or social commitments — as a result of gambling.

Psychological Warning Signs

• Believing that you have a system or strategy that will eventually guarantee winnings.
• Feeling that you must gamble with larger and larger stakes in order to experience the same level of excitement.
• Feeling guilt, shame, or regret after a gambling session but continuing to gamble anyway.
• Experiencing mood swings that are closely linked to gambling wins and losses.

If you recognise three or more of the above signs in your own behaviour, quuok strongly encourages you to take a break from gambling and use the tools described in Sections 5 and 6 of this guide. Speaking to someone — whether that is a quuok support agent or a professional counsellor — is a sign of strength, not weakness.

One of the most effective ways to maintain control over your gambling activity is to set a firm limit on how much money you deposit into your quuok account within a given time period. quuok's deposit limit feature allows you to cap your deposits on a daily, weekly, or monthly basis, giving you a clear and enforceable boundary that the platform will automatically uphold.

How Deposit Limits Work

When you set a deposit limit on your quuok account, you specify a maximum BDT amount that can be deposited within the chosen time window. For example, you might set a weekly deposit limit of ৳5,000. Once that threshold is reached — regardless of how many separate transactions it took — quuok will block any further deposits until the weekly period resets at midnight BST on the first day of the new week.

You can set or adjust your deposit limits at any time by contacting quuok support at [email protected]. There is an important asymmetry in how limit changes are processed — by design:

• Reducing a limit: Takes effect immediately. If you lower your weekly limit from ৳10,000 to ৳3,000, the lower limit applies from the moment our team confirms the change.
• Increasing a limit: Takes effect after a mandatory 7-day cooling-off period. This buffer is intentional — it gives you time to reconsider a decision that could increase your exposure to financial risk.

Setting a Realistic Budget

quuok recommends treating your gambling budget the same way you would any other discretionary entertainment expense. A practical approach is to decide, in advance of each month, exactly how much money you are comfortable setting aside for gambling — accepting that this amount may be lost entirely — and then setting that figure as your monthly deposit limit before you begin. This approach removes in-the-moment decision-making from the equation and replaces it with a calm, considered boundary set when your judgement is not influenced by the excitement of active play.

Loss Limits

In addition to deposit limits, quuok players can also request a loss limit — a cap on the total amount you can lose within a given time period. When your loss limit is reached, quuok will restrict further play until the period resets. Loss limits are available on the same daily, weekly, and monthly basis as deposit limits. To set a loss limit, contact [email protected].

Self-exclusion is quuok's strongest responsible gaming tool. It is designed for players who recognise that they need to stop gambling entirely for a meaningful period of time and want the platform to enforce that decision on their behalf, removing the temptation to return impulsively.

Self-Exclusion Options

quuok offers the following self-exclusion periods. Once activated, the exclusion cannot be reversed or shortened — this is a deliberate design choice to protect players from impulsive decisions made during a moment of craving:

• 6 months — suitable for players who want a significant break and expect to reassess after approximately half a year.
• 1 year — a full calendar year of enforced exclusion, recommended for players experiencing moderate problem gambling symptoms.
• 2 years — for players who recognise that they need an extended period away from all gambling activity.
• 5 years — a long-term exclusion that provides a substantial recovery window.
• Indefinite (permanent) — for players who wish to exclude themselves permanently with no defined end date. Lifting an indefinite exclusion requires a formal written request, a 7-day reflection period, and a welfare review by the quuok responsible gaming team.

What Happens During Self-Exclusion

During an active self-exclusion period, the following actions are taken on your quuok account:

• Your account is locked and you cannot log in from any device or browser.
• All pending promotional offers, free bets, and bonus credits are cancelled.
• All marketing communications — including SMS, email, and in-app notifications — are suppressed for the duration of the exclusion.
• Any pending withdrawal requests that were submitted before the exclusion was activated will be processed normally.
• Your account balance is preserved and will be available for withdrawal once the exclusion period ends and your account is reinstated.

Time-Out (Short-Term Cooling Off)

For players who need a shorter break rather than a full self-exclusion, quuok offers a time-out feature with the following durations: 24 hours, 72 hours, 7 days, or 30 days. A time-out works the same way as self-exclusion — your account is locked for the duration — but it expires automatically at the end of the chosen period, after which you can log in as normal. Time-out periods cannot be shortened once activated but can be extended upon request.

How to Activate Self-Exclusion or Time-Out

To activate self-exclusion or a time-out on your quuok account, email [email protected] with the subject line "Self-Exclusion Request" or "Time-Out Request". Include your registered mobile number and the duration you wish to apply. Our team will confirm activation within one hour, and the restriction will take effect from the moment of confirmation. You do not need to give a reason — your request will be actioned without question or delay.

Seeking help for a gambling problem is a courageous and important step. quuok wants every player to know that support is available — both through our own dedicated welfare team and through independent professional organisations. You do not need to be in crisis to reach out. If gambling is causing you any level of stress, financial worry, or relationship tension, speaking to someone sooner rather than later is always the right choice.

quuok Player Welfare Team

quuok's player welfare team is available around the clock. Whether you want to activate a responsible gaming tool, request a spending review, raise a concern about your account activity, or simply talk through how you are feeling about your gambling, our team is ready to help — without judgement and without pressure. All welfare interactions are treated with strict confidentiality.

To reach the quuok welfare team, email [email protected] with the subject line "Player Welfare" and your registered mobile number. Our team will respond within two Bangladesh Standard Time (BST, UTC+6) business hours. For urgent self-exclusion requests, the response time is within one hour.

Independent Support Organisations

quuok also encourages players to reach out to independent organisations that specialise in gambling addiction support and mental health counselling. These organisations offer confidential, non-judgemental support and are entirely separate from quuok. Seeking help from an independent source can be an important complement to the tools available on the platform.

In Bangladesh, players experiencing gambling-related distress or addiction may contact mental health and counselling services available through Dhaka-based hospitals and non-governmental welfare organisations. The National Mental Health Helpline in Bangladesh provides guidance and referrals for individuals experiencing compulsive behaviours, including problem gambling. quuok recommends players also speak to a trusted family member, community leader, or medical professional if they are concerned about their gambling behaviour.

Supporting a Friend or Family Member

If you are concerned about the gambling behaviour of someone close to you — a family member, partner, or friend in Dhaka, Chittagong, Sylhet, Khulna, or anywhere across Bangladesh — there are steps you can take to help. Start by having an open, non-confrontational conversation in a calm moment. Avoid ultimatums or expressions of anger, which can increase shame and cause the person to become more secretive. Share what you have observed factually and express your concern from a place of care. Offer to help them contact quuok support or a professional counsellor — and be patient. Recovery from problem gambling is a process, not a single event.

Gambling and Mental Health

Problem gambling rarely exists in isolation. It is frequently linked to — and can worsen — conditions such as anxiety, depression, and stress. quuok recognises this connection and encourages players who are experiencing mental health difficulties alongside gambling problems to seek support for both simultaneously. Treating gambling in isolation without addressing the underlying emotional drivers is less effective than a holistic approach that addresses mental health and gambling behaviour together.

If you are in Bangladesh and experiencing a mental health crisis, please reach out to a qualified medical professional or visit the nearest hospital. Your health and wellbeing are more important than any bet or balance. quuok will always support you in taking the time you need to recover.