Responsible Gaming

m9win was built on the principle that a sustainable, trusted platform treats every player as a person first and a customer second. Responsible gaming is not a regulatory checkbox at m9win — it is a core operating value embedded in how we design our products, train our support teams, and communicate with our community of over 500,000 members across Indonesia.

Gambling is an activity that the vast majority of our players enjoy in a healthy, recreational capacity — setting a budget, playing within it, and walking away whether they win or lose. For a smaller number of people, however, gambling can develop into a harmful behaviour. m9win is committed to identifying signs of problem gambling early, providing practical self-management tools, and ensuring that any player who needs support can access it quickly and without stigma.

This page explains the responsible gaming tools available on the Platform, the warning signs that gambling may be becoming a problem, the age restrictions that apply to all players, and the guidance we offer to anyone who is concerned about their own gambling or the gambling of someone they know.

Access to the m9win Platform is strictly limited to adults who are 21 years of age or older. This is a non-negotiable requirement that applies to all players, regardless of their location within Indonesia — whether they are accessing the Platform from Jakarta, Surabaya, Bandung, Bali, Medan, Semarang, or any other city across the archipelago.

Age verification is a mandatory step in the m9win account registration and KYC process. Players are required to provide a valid Indonesian national identity card (KTP) or passport confirming their date of birth. Accounts where the registered player is found to be under 21 years of age will be immediately suspended, any deposited funds returned to the original payment source, and all personal data associated with the underage account permanently deleted.

• Players must be 21 or older to register, deposit, or place any bet on the m9win Platform.
• Age is verified using government-issued photo ID (KTP or passport) during the KYC process.
• Withdrawals are only processed to accounts held in the verified account holder's name, preventing adults from gambling on behalf of minors.
• m9win's marketing materials, bonus promotions, and social content are never directed at audiences under the age of 21.

Problem gambling does not develop overnight and it does not always look the same in every person. It can affect players of all backgrounds, income levels, and experience levels — from occasional casual bettors to regular high-volume players. Recognising the warning signs early is the most effective way to prevent gambling from causing lasting harm.

The following behaviours may indicate that gambling is beginning to cause problems. If you recognise any of these patterns in yourself, we strongly encourage you to use the self-management tools described on this page and to reach out to our support team or a professional counselling service:

• Gambling with money intended for essential expenses such as rent, food, utilities, or loan repayments.
• Chasing losses — continuing to gamble after a losing session in an attempt to recover lost funds.
• Lying to family members or friends about the amount of time or money spent gambling.
• Feeling irritable, anxious, or restless when not gambling, or when attempting to reduce gambling.
• Borrowing money, selling possessions, or taking loans to fund gambling activity.
• Gambling taking priority over work, study, family responsibilities, or social relationships.
• Repeatedly trying to cut back on gambling but finding it difficult or impossible to do so.
• Gambling to escape stress, depression, anxiety, loneliness, or other difficult emotions rather than for entertainment.

If you are concerned about someone else's gambling — a partner, family member, or friend — the same signs apply. You can contact our support team for guidance on how to approach the conversation and what resources are available to people affected by a loved one's gambling.

m9win's limit-setting tools are designed to help you establish firm financial and time boundaries around your gambling before a session starts — not after losses have already occurred. All limits are configurable from the Responsible Gaming section of your account settings.

When a deposit, loss, or wager limit is reached within the set period, the relevant action (depositing, placing a bet) is automatically blocked until the period resets. A notification is displayed informing you that your limit has been reached. You cannot override an active limit mid-period without the 24-hour cooling period applying to any increase request — this deliberate friction is designed to prevent impulsive limit adjustments in the heat of a gambling session.

Self-exclusion is the most powerful tool available on the m9win Platform for players who feel they need a complete break from gambling. It is intended for situations where standard limits and time-outs are insufficient and a full account suspension is the most appropriate course of action.

When you activate self-exclusion on your m9win account:

• Your account is immediately locked and you cannot log in for the duration of the exclusion period.
• All marketing and promotional communications are permanently suspended for the duration of the exclusion — and by default, for 12 months after the exclusion expires.
• Any pending bonuses or free bets are forfeited.
• Your existing real-money balance remains safely held and can be withdrawn at the end of the exclusion period following re-verification of your identity.
• The exclusion cannot be reversed or shortened during the selected period, regardless of the reason. This is a deliberate feature, not a limitation.

Available self-exclusion periods are: 6 months, 1 year, 2 years, or permanent (indefinite). Permanent self-exclusion is irreversible. To request self-exclusion, go to Account Settings → Responsible Gaming → Self-Exclusion, or contact our 24/7 support team via live chat or email at [email protected].

A time-out is a shorter-term account suspension intended for players who need a brief pause from gambling without committing to a full self-exclusion. A time-out is appropriate when you want to step back, reassess your gambling habits, or simply take a planned break from the Platform.

Available time-out durations are: 24 hours, 48 hours, 7 days, or 30 days. During an active time-out:

• You cannot log in to your m9win account.
• Deposits are blocked and no bets can be placed.
• Marketing communications are paused for the duration of the time-out.
• The time-out cannot be ended early — once activated, it runs its full course.

At the end of the time-out period, your account automatically reactivates and you can log in as normal. If during the time-out you feel that a longer break is needed, you can contact our support team to convert the time-out into a self-exclusion of your chosen duration.

Preventing access by individuals under the age of 21 is one of m9win's highest priorities. In addition to our own age verification controls, we strongly encourage parents and guardians in Indonesia to take proactive steps to prevent underage access to online gambling platforms.

Practical steps you can take to protect minors in your household:

• Never share your m9win account credentials with others, including family members. Your account is strictly personal.
• Enable screen lock and PIN protection on any device that has your m9win session saved or your login credentials stored.
• Use parental control software — available for Android and iOS devices — to block access to gambling-related websites on shared or children's devices.
• Have open conversations with young people about gambling, the risks involved, and the legal age requirements in place.
• If you suspect that a minor has accessed a gambling platform, contact our support team immediately. We will investigate and act promptly.

If you are concerned that gambling is having a negative impact on your life — or the life of someone close to you — please do not hesitate to reach out for support. Acknowledging that gambling may be a problem is an act of courage, and there are people and organisations ready to help without judgment.

Contact m9win Support directly: Our responsible gaming support team is available 24 hours a day, 7 days a week via live chat on the Platform. You can also email us at [email protected] — this email address is provided as plain text and is not a clickable link. Our agents are trained to listen, provide information about available tools, and help you take whatever steps are right for your situation.

When you contact our team about a responsible gaming concern, your conversation is treated with full confidentiality. You will not be judged, and your account will not be penalised simply for raising a concern. Our goal is to help you continue enjoying the Platform in a healthy way — or, if that is not possible right now, to support you in stepping back safely.

Remember: gambling should always be a leisure activity, not a way to make money, escape problems, or manage difficult emotions. If it stops being fun, it is always the right time to stop. m9win's tools are here to make that easier.