Lotus365 Responsible Gaming

Our Approach

Gambling involves financial risk. A bet or casino game can result in the loss of the full stake, and no result is guaranteed by previous activity, knowledge or time spent playing.

We use account controls, activity reviews and direct contact to reduce the risk of gambling-related harm. We may intervene when account behaviour indicates that continued gambling could be unsafe.

Our actions can include:

• providing information about limits or breaks;
• asking about recent account activity;
• restricting deposits or stakes;
• removing access to promotions;
• limiting a product;
• suspending the account for review;
• applying self-exclusion;
• closing the account.

We do not guarantee that an intervention will identify every person experiencing harm. Account holders should use the available controls and seek independent help when gambling becomes difficult to manage.

Before You Gamble

Decide how much time and money can be spent before opening a sports or casino product.

The amount should come from disposable funds remaining after:

• housing;
• food;
• bills;
• transport;
• debt payments;
• savings commitments;
• family responsibilities.

Do not gamble with borrowed money, money reserved for essential expenses or funds belonging to another person.

Set a stopping point for both wins and losses. A winning session can change quickly, and increasing a stake after a loss does not make the next result more likely.

Do not gamble while:

• under the influence of alcohol or drugs;
• distressed, angry or unable to concentrate;
• trying to recover a previous loss;
• hiding the activity from someone affected by it;
• using money that must be replaced quickly.

Read the market or game rules before placing money. Sports odds, exchange liability, casino volatility and bonus conditions create different types of risk.

Account Controls

The controls shown in the account can vary by product and device. Contact support when a required restriction is not visible.

Available controls may include:

A request to reduce a limit should be applied without encouraging further gambling. A request to increase or remove a restriction may be delayed and reviewed before it takes effect.

Limits do not make gambling risk-free. They provide a boundary that should not be replaced by opening another account or using another service.

Deposit Limits

A deposit limit controls the total amount that can be added during the period shown in the account.

Choose an amount that remains affordable if it is lost in full. The limit should not be based on an expected win, bonus or withdrawal.

When checking a deposit limit, include:

• bank transfers;
• UPI or wallet payments;
• deposits made from another device;
• attempted deposits;
• money used on both sports and casino products.

Reducing a limit is appropriate when spending has increased, essential expenses are affected or the existing amount no longer feels controlled.

Do not divide deposits between payment methods to bypass the intended limit.

Time and Session Controls

Long sessions can make spending and results harder to track.

A session reminder or reality check can show:

• the time since login;
• the amount deposited;
• the amount staked;
• the current result;
• a prompt to leave the session.

When a reminder appears, close the game or sportsbook and review the full account history rather than only the most recent result.

Set a separate timer on the phone when no account reminder is available. Avoid extending a session because an event is still live or a casino result appears likely to change.

Reviewing Account Activity

The account history should be used to check gambling over a complete period, not one isolated day.

Review:

• total deposits;
• total withdrawals;
• net result;
• number of sessions;
• time spent;
• cancelled withdrawal requests;
• repeated failed deposits;
• changes in average stake;
• movement between sports and casino products.

A positive balance does not necessarily mean the activity is controlled. Time spent, secrecy, borrowing and emotional impact also matter.

Download or record the relevant figures when a longer-term view is needed.

Time-Out

A time-out temporarily restricts access to gambling.

Use it when:

• a short break is needed;
• spending has exceeded the planned amount;
• gambling is affecting sleep, work or relationships;
• decisions are being made while upset;
• a user wants time to review account history;
• a deposit or loss limit no longer feels sufficient.

The available periods appear in the account or are confirmed by support.

During a time-out, do not create another account or use a different contact detail to continue gambling. Consider also removing gambling apps, blocking payments and installing website-blocking software.

A time-out ends after its selected period unless another restriction is requested.

Self-Exclusion

Self-exclusion is intended for users who need to stop gambling for a longer period.

A request can be made through the responsible gaming controls or by contacting support. State clearly that self-exclusion is required and specify the period offered in the account.

After the request is confirmed, we may:

• block sports and casino access;
• prevent new bets and games;
• stop deposits;
• remove the account from promotional campaigns;
• retain identifying details to enforce the restriction;
• review or restrict connected accounts;
• prevent a new registration using matching details.

A self-exclusion request does not require the user to accept a promotion, speak to a retention team or continue gambling while the request is processed.

Existing bets may remain open until they are settled under the applicable rules. Withdrawable funds remain subject to account ownership, payment and verification checks.

Self-exclusion is not designed to be reversed during the chosen period. Do not request it as a temporary account lock when a short time-out is more appropriate.

Closing an Account

Account closure and self-exclusion are not identical.

Ordinary closure can be used when the account is no longer needed. Self-exclusion should be requested when the reason for closure involves gambling control, spending, distress or a need to prevent future access.

Tell support that the request concerns gambling harm when that is the case. This helps us apply the appropriate restriction rather than treating it as a standard closure.

Some account information remains after closure or exclusion to settle transactions, answer disputes and help enforce the restriction. Further information appears in the Privacy Policy.

Signs That Gambling May Be Causing Harm

Review your activity when one or more of the following applies:

• spending is higher than planned;
• stakes are increased to recover losses;
• gambling continues after the intended stopping time;
• money is borrowed or essential payments are delayed;
• account activity is hidden;
• sleep, work or study is affected;
• relationships are strained;
• losing causes anger, panic or distress;
• winning creates pressure to continue;
• several accounts or payment methods are used to bypass a limit;
• repeated deposits are made in one session;
• a withdrawal is cancelled to continue playing;
• gambling is treated as a source of regular income.

A single sign can be enough to justify a break or support request.

Questions to Ask Yourself

Consider the last few months:

• Have I spent more than I intended?
• Have I tried to recover losses by increasing stakes?
• Have I borrowed money or delayed a bill?
• Have I hidden the time or money involved?
• Have I felt unable to stop after deciding to stop?
• Has gambling affected sleep, work, study or relationships?
• Have I used another account after setting a restriction?
• Have I felt anxious, guilty or distressed because of gambling?

Several “yes” answers indicate that stronger controls and independent support should be considered. You do not need to wait for a severe financial loss before asking for help.

How We May Respond to Risk

We may review activity across sports, exchange and casino products rather than assessing each section separately.

Indicators can include:

• a rapid increase in deposits or stakes;
• unusually long sessions;
• repeated failed payments;
• repeated cancelled withdrawals;
• attempts to bypass a restriction;
• increased losses over a short period;
• multiple connected accounts;
• statements of distress in support communications;
• gambling during a previously requested break;
• abrupt changes in normal account activity.

We may contact the account holder to discuss the activity and request information about affordability or control.

We can restrict the account even when the user has not requested a limit. The action taken depends on the activity and available information.

Providing requested documents does not guarantee that a restriction will be removed.

Marketing and Promotions

Promotions should not be used as a reason to spend beyond an existing budget.

Before accepting an offer, check:

• the required deposit;
• wagering requirements;
• minimum odds or eligible games;
• maximum stake;
• expiry;
• withdrawal restrictions;
• excluded payment methods;
• whether losses would remain affordable without the bonus.

Optional promotional messages can be stopped through the account or support.

We may remove a user from promotions when activity indicates possible harm. Self-excluded accounts should not receive gambling marketing from us.

Bank and Device Controls

Account controls work best when combined with controls outside Lotus365.

Depending on the services available to you, consider:

• asking the bank to block gambling transactions;
• lowering payment or transfer limits;
• removing saved payment methods;
• asking a trusted person to help manage finances;
• installing gambling-blocking software;
• using device-level website restrictions;
• blocking gambling advertisements;
• uninstalling gambling applications.

These controls are provided by third parties and operate under their own terms.

Do not give another person access to the Lotus365 password or OTP as a way to control the account. Use formal account restrictions instead.

Independent Support

Independent support can help users and people affected by someone else’s gambling.

Possible resources include:

• Gambling Therapy for global online information and support;
• a local gambling-treatment or counselling service;
• a doctor or licensed mental health professional;
• a financial or debt adviser;
• a bank offering gambling-payment controls;
• BetBlocker or another recognised blocking tool;
• a local self-exclusion scheme where one is available.

Use services appropriate to your country and circumstances. In an immediate safety or mental health emergency, contact the emergency service available in your location.

Independent support is separate from Lotus365 and may have its own privacy terms.

Supporting Another Person

A family member or friend can contact us to report a concern.

Include:

• the person’s name or known account detail;
• the behaviour causing concern;
• relevant dates;
• whether there is an immediate financial or safety risk.

We can record and review the information, but we may be unable to confirm whether the person has an account or disclose private account activity.

Do not attempt to gain access to the person’s account, intercept an OTP or impersonate them.

Encourage the person to contact support, use formal account restrictions and speak with an independent support service.

Underage Gambling

Users must be at least 18 and meet any higher legal gambling age that applies in their location.

We may request age and identity documents before or after registration.

A parent or guardian who believes a minor has accessed Lotus365 should contact us with:

• the minor’s name;
• the contact detail or account identifier used;
• the payment method involved;
• the date the activity was discovered.

Do not send more information than is needed for us to locate and restrict the account.

Parents and guardians should also secure devices, enable payment controls and prevent access to identity documents or stored payment information.

Requests to Support

Contact us through the support channels listed on the Contact page or in the account.

State the required action clearly:

• reduce a limit;
• apply a product restriction;
• start a time-out;
• apply self-exclusion;
• stop marketing;
• close the account;
• report gambling-related harm.

Include the Lotus365 ID or registered contact detail. Do not send a password, OTP, card PIN or banking password.

When immediate restriction is required, use the words “self-exclusion” or “gambling harm” so the request is not treated as an ordinary technical issue.