Your wellbeing matters. We provide tools and resources to help you stay in control and enjoy gambling as entertainment, not a source of harm.
At citi99, we recognize that while online gambling can be an enjoyable form of entertainment for the majority of our users, it carries inherent risks and can become problematic for some individuals. We are committed to promoting responsible gaming practices and providing comprehensive support to ensure that gambling remains a positive, controlled activity rather than a source of harm.
Responsible gaming is not just a regulatory requirement for citi99 – it is a core value that shapes every aspect of our operations. From the design of our platform to the training of our customer support team, we prioritize player wellbeing and take proactive steps to identify and assist users who may be experiencing gambling-related difficulties.
This page outlines the tools, resources, and support systems available to help you maintain control over your gambling activity. We encourage all users to familiarize themselves with these features and to use them proactively to set healthy boundaries around their betting and gaming behavior.
Responsible gaming means approaching gambling with awareness, control, and realistic expectations. It involves treating gambling as a leisure activity with entertainment value, not as a way to make money, solve financial problems, or escape from stress or emotional difficulties.
Set daily, weekly, or monthly limits on how much you can deposit into your citi99 account. Once set, limits cannot be increased instantly – there is a 24-hour cooling-off period before increases take effect. Limits can be decreased at any time.
Control your potential losses by setting limits on how much you can lose over a specific time period. This tool helps prevent the common pattern of chasing losses and ensures you never risk more than you can afford.
Set time limits for your gaming sessions and receive notifications when your time is up. This feature helps you maintain awareness of how long you have been playing and prevents extended sessions that can lead to fatigue and poor decision-making.
Need a short break from gambling? Use our time-out feature to temporarily suspend your account for 24 hours, 48 hours, 1 week, or 1 month. During the time-out period, you will not be able to log in or place bets.
If you need a longer break or feel your gambling is becoming problematic, you can self-exclude from citi99 for a minimum period of 6 months or permanently. Self-exclusion is a serious commitment and cannot be reversed during the exclusion period.
Enable reality check notifications to receive periodic reminders of how long you have been playing and how much you have wagered. These prompts help you maintain awareness and make conscious decisions about whether to continue.
All responsible gaming tools are easily accessible through your citi99 account dashboard. To set limits or activate protection features:
If you need assistance using any of these tools, our 24/7 customer support team is available via live chat or email at [email protected]. Our support agents are trained to handle responsible gaming requests with sensitivity and confidentiality.
Problem gambling can affect anyone regardless of age, income level, or gambling experience. Recognizing the warning signs early is crucial. If you notice any of the following patterns in your own behavior or that of someone close to you, it may be time to seek help:
Answer these questions honestly to assess whether your gambling may be becoming problematic. This is not a diagnostic tool, but it can help you recognize concerning patterns.
1. Have you ever lied to people important to you about how much you gamble?
2. Do you often gamble longer than you originally planned?
3. Have you borrowed money or sold possessions to finance gambling?
4. Do you feel guilty, remorseful, or anxious after gambling?
5. Do you gamble to escape worry, trouble, or boredom?
6. After losing money, do you feel compelled to return as soon as possible to try to win it back?
7. Has your gambling caused problems in your relationships, work, or finances?
8. Do you need to gamble with increasing amounts of money to feel the same excitement?
If you answered "yes" to two or more of these questions, your gambling may be developing into a problem. We strongly encourage you to:
If you are concerned about your own gambling or the gambling behavior of someone close to you, professional help is available. The following organizations provide confidential support, counseling, and treatment services for problem gambling:
Problem gambling does not only affect the individual gambler – it can have serious impacts on family members, partners, and close friends. If someone you care about is struggling with gambling problems, support is available for you as well.
Organizations like Gam-Anon provide support groups specifically for family members and friends of problem gamblers. These groups offer a safe space to share experiences, learn coping strategies, and receive emotional support from others who understand what you are going through.
citi99 strictly enforces a minimum age requirement of 21 years for all users. Online gambling is an adult activity, and we take our responsibility to prevent underage gambling extremely seriously.
All users must complete comprehensive identity verification (KYC) that includes submitting government-issued identification documents showing date of birth. Accounts found to belong to underage individuals are immediately suspended, and all funds are forfeited in accordance with our Terms & Conditions.
If you have children or young people in your household, we recommend taking the following steps to prevent them from accessing online gambling sites:
If you need assistance with any responsible gaming tool, have questions about problem gambling, or want to discuss your concerns in confidence, our dedicated support team is here to help 24 hours a day, 7 days a week.
Email: [email protected]
Live Chat: Available through your account dashboard
All responsible gaming communications are handled with complete confidentiality. Our team is trained to provide non-judgmental support and to help you access the tools and resources that are right for your situation.
Learn more about citi99 policies, get answers to common questions, or explore our platform features.