Responsible Gaming at 12hba

At 12hba, we firmly believe that gambling should be an enjoyable, recreational activity — not a way to make money or escape personal difficulties. We are deeply committed to fostering a safe gambling environment for every player in Bangladesh and beyond. Responsible gaming is not an afterthought; it sits at the very heart of how we design and operate our platform.

Our responsible gaming framework is built around giving players complete control over their activity. We provide a range of practical tools — including deposit limits, loss limits, time-out periods, and self-exclusion programmes — all of which can be activated through our support team at any time. We also invest continuously in staff training so that our team is equipped to identify signs of problem gambling and respond with compassion and professionalism.

We also recognise that gambling can affect people differently. Some players may find that what starts as entertainment gradually takes on a more compulsive character. If you or someone you know is struggling with gambling-related issues, we urge you to reach out to us immediately. 12hba will always treat such matters with strict confidentiality and genuine care.

Access to all real-money games and betting features on 12hba is strictly restricted to individuals who are 21 years of age or older. This is a firm, non-negotiable policy that exists to protect minors and to comply with responsible gaming best practices applicable in the Bangladesh market.

During the account registration process, all users are required to complete identity and age verification (KYC). This process may involve submitting one or more of the following:

• A copy of your National Identity Card (NID) issued by the Bangladesh Election Commission.
• A valid Bangladesh passport or birth certificate confirming your date of birth.
• Any additional documents our verification team requests to confirm your identity and age.

Any account found to belong to a person under the age of 21 will be immediately suspended, all associated funds will be held pending investigation, and the matter may be referred to relevant authorities. Parents and guardians are encouraged to make use of parental control software and to discuss safe internet habits with young people in their household.

12hba gives every registered player access to a suite of responsible gaming tools. You can request any of the following at any time by contacting our support team at [email protected]. All requests are processed promptly — typically within 24 hours Bangladesh Standard Time (BST, UTC+6).

All responsible gaming tool requests are handled with complete confidentiality. We will never share the fact that you have used these tools with any third party. If you are unsure which tool is right for your situation, our support team can help you choose the most appropriate option.

Problem gambling can develop gradually and is not always obvious, even to the person experiencing it. Being honest with yourself about your gambling habits is one of the most important things you can do. The following signs may indicate that gambling is becoming a problem:

If you recognise any of the above signs in your own behaviour, please do not wait. Contact our support team immediately at [email protected]. We are here to help, not to judge. The earlier you seek support, the easier it is to regain control and return to healthy, enjoyable play.

The vast majority of 12hba players enjoy gambling as a safe, sociable pastime without ever experiencing difficulties. Maintaining healthy gambling habits from the start is the best way to ensure it stays that way. Here are some practical guidelines we recommend to every player:

• Set a strict personal budget before you start playing, and never exceed it — treat your gambling balance as entertainment money, not an investment.
• Only gamble with money you can genuinely afford to lose. Never use funds meant for rent, food, utility bills, family expenses, or bKash/Nagad mobile money you rely on for daily transactions.
• Take regular breaks during your session. Gambling for long, uninterrupted periods clouds judgment and makes it harder to keep track of how much you have spent.
• Avoid gambling when you are feeling stressed, upset, lonely, or under the influence of alcohol or other substances. Emotional states can lead to impulsive decisions that you may later regret.
• Think of winning as a bonus, not a guaranteed outcome. All casino games are designed with a house edge, and in the long run there is no strategy that guarantees profit.
• Balance your time — make sure gambling is just one of many leisure activities in your life, alongside time with family, friends, outdoor activities, and other interests.

If you ever feel that gambling is no longer fun, stop playing immediately and contact our support team. There is no shame in stepping back — it is the responsible choice.

12hba is committed to identifying and protecting players who may be particularly vulnerable to gambling-related harm. Our platform monitoring systems flag unusual patterns of behaviour — such as sudden large increases in deposit frequency, erratic betting patterns, or repeated failed attempts to self-exclude and re-register — and our support team will proactively reach out to any player we believe may be at risk.

We also recognise that certain life events — financial hardship, bereavement, relationship breakdown, job loss — can increase a person's vulnerability to problem gambling. If you are going through a difficult period and feel that gambling has become a coping mechanism, please speak to us. We will work with you to put the right protections in place and can also signpost you to professional counselling resources available in Bangladesh.

If you are a family member or friend of someone you believe has a gambling problem, you may also contact us. While we are bound by strict privacy obligations and cannot share account details with third parties, we can listen to your concerns and advise on how to encourage your loved one to seek help. You are not alone in this, and 12hba is here to support the wider community around responsible play.

12hba encourages any player who feels they may have a problem with gambling to seek professional help. The following organisations provide confidential support and counselling for individuals and families affected by problem gambling. While these are international resources, their guidance is universally applicable:

If you are based in Dhaka, Chittagong, Sylhet, or any other city in Bangladesh and need in-person counselling support, we recommend speaking with a local mental health professional or contacting a community health centre for a referral. Our support team can also provide further guidance on how to find help locally.

Reaching out for help is a sign of strength, not weakness. If you feel that your gambling is getting out of hand, or if you simply want to put a precautionary limit in place, 12hba makes it straightforward to get the support you need. Here is how to proceed:

• Email our support team at [email protected] with the subject line 'Responsible Gaming Request' and describe what you need — a deposit limit, time-out, or self-exclusion. Include your registered username and the email address associated with your account.
• Our team will acknowledge your request within 2 hours and apply the relevant restriction to your account — typically within 24 hours Bangladesh Standard Time. Time-out and self-exclusion measures are applied immediately once confirmed.
• If you are in immediate distress or feel unable to stop gambling right now, contact us urgently and ask for an emergency account suspension. We will act immediately — no waiting period, no questions asked.
• All responsible gaming requests are treated with complete discretion. Your request will not affect the status of any pending withdrawals, and any bonus balance subject to active wagering requirements will be handled in accordance with our Terms and Conditions.

Remember: reaching out is the right call. Our team is here to support you, and every request is handled by real people who genuinely care about your wellbeing. There is no judgment at 12hba — only support.