Responsible
Gaming at juwa

juwa is committed to providing a safe, fair, and transparent gaming environment for every player across Bangladesh. We recognise that while the vast majority of our players enjoy casino games, slots, and cricket betting purely for entertainment, a small number may develop patterns of play that could become harmful. Our responsibility does not end at delivering great games — it extends to actively supporting player welfare at every level of the platform.

The juwa Responsible Gaming programme is built around three core principles: prevention, protection, and support. Prevention means equipping players with clear information and intuitive tools before problems arise. Protection means enforcing strict age limits, monitoring for at-risk behaviour, and empowering players to set their own boundaries. Support means ensuring that anyone who needs help can reach the right resources quickly, without stigma or delay.

All responsible gaming features on the juwa platform are available free of charge and can be activated at any time from your Account settings or by contacting our support team directly. There is no penalty for using them — they are a standard part of the juwa experience, designed for your long-term wellbeing.

The juwa platform is strictly for adults aged 18 and above. Playing, wagering, or accessing real-money features on juwa while under the age of 18 is prohibited and constitutes a serious violation of our Terms & Conditions. We apply a zero-tolerance policy on underage gambling.

As part of our account registration process, all players are required to confirm they are 18 or older. juwa reserves the right to request identity and age verification documents at any stage — including photo ID such as a National Identity Card (NID), passport, or driving licence — and to suspend or permanently close any account where the player is found to be under 18.

Any funds deposited by an underage player will be returned, and all winnings generated during that period will be voided. We treat underage gambling as a safeguarding matter and may report it to relevant authorities where legally required to do so.

juwa provides a comprehensive suite of player-controlled tools designed to help you manage your gambling activity. These tools are available directly from your account settings and can be activated, adjusted, or escalated at any time. Where a limit reduction takes effect immediately, a limit increase may require a cooling-off period before it becomes active — this is a deliberate safeguard.

Problem gambling can develop gradually and is not always easy to recognise in yourself. The following warning signs may indicate that gambling is beginning to have a negative impact on your life or the lives of those around you. If you recognise several of these signs, we encourage you to take the self-assessment below or contact our support team for guidance.

Self-exclusion is the most powerful responsible gaming tool available on the juwa platform. When you request a self-exclusion, your account is fully suspended for a minimum period of six (6) months. During the exclusion period:

• You cannot log in to your juwa account.
• All pending withdrawals of your remaining balance will be processed and returned to your registered payment method (bKash, Nagad, Rocket, or Upay).
• All promotional emails, SMS notifications, and bonus offers are immediately suppressed.
• Any attempt to create a new juwa account using the same personal details or device will be blocked by our automated detection systems.

Available self-exclusion periods are: 6 months, 1 year, 3 years, and Permanent. A permanent self-exclusion cannot be reversed. All other periods require the exclusion to run its full course before a reinstatement request is considered. Even after a period expires, reinstatement is not automatic — you must contact support and pass an assessment to confirm you wish to resume play responsibly.

To request self-exclusion, email [email protected] with the subject line "Self-Exclusion Request — [Your Username]". Your account will be suspended within 24 hours of your request being verified. You may also activate a cooling-off period instantly via Account Settings if you need an immediate pause while your formal request is processed.

Answer the following questions honestly. If you answer "yes" to three or more, we recommend taking a break from gambling and reaching out for support. This checklist is not a diagnostic tool — it is intended purely to encourage self-reflection.

Responsible gaming is not only an individual matter — it affects families and communities. If you are concerned that someone close to you may have a gambling problem, there are practical steps you can take to help without causing confrontation or exacerbating the situation.

• Open a non-judgmental conversation: Express your concern calmly and with empathy, focusing on the behaviour you have observed rather than making accusations. Many people with gambling problems feel intense shame and will shut down if they feel attacked.
• Secure shared finances: If you share a bank account, bKash wallet, or Nagad account with someone who may have a gambling problem, consider setting up separate accounts or requesting that your bank or mobile financial service provider add spending controls.
• Use parental controls: If a minor in your household has accessed gambling content, apply parental control software at the router or device level to block gambling-related websites and applications.
• Contact juwa on their behalf: You may submit a third-party self-exclusion request or raise a concern about another player's account by emailing [email protected]. We will treat the matter with full confidentiality.
• Seek professional guidance: If the situation is severe — particularly where gambling is linked to debt, mental health issues, or domestic conflict — seek guidance from a qualified counsellor or social welfare organisation in your area.

juwa does not share individual account data with third parties except where legally required. However, where we receive a credible third-party welfare concern, we will investigate the account in question and apply safeguarding measures as appropriate.

If gambling is causing you or someone you care about distress, financial difficulties, or harm, please do not wait to seek help. juwa's support team is available to assist with account restrictions, self-exclusion requests, and guidance on next steps — all handled with complete confidentiality and without judgement.

Additionally, independent counselling and support services exist in Bangladesh and internationally that specialise in gambling-related harm. We encourage all players experiencing difficulties to reach out to these organisations directly for professional guidance that goes beyond what a platform support team can provide.

• Kaan Pete Roi (Bangladesh): A mental health and emotional support helpline available to individuals experiencing distress, including gambling-related anxiety and depression. Speak to a trained counsellor in a safe, confidential environment.
• Gamblers Anonymous: An international peer-support fellowship for people who believe they may have a gambling problem. Meetings and resources are available online and may be accessible to Bangladesh-based individuals.
• National Mental Health Helpline (Bangladesh): Operated by the National Institute of Mental Health (NIMH), this helpline provides referrals to mental health professionals across Dhaka, Chittagong, Sylhet, Khulna, and other major cities.

juwa does not endorse any specific third-party organisation and cannot guarantee the availability of external support services. The above are provided for informational purposes only. Players are encouraged to research the most current contact details for these organisations independently.