Responsible Gaming & Player Protection

Responsible Gaming Policy

Our commitment to responsible gaming

Mysti Games Ltd. (the "Organisation") is committed to providing a safe, fair, and enjoyable gaming environment for all our customers. We recognize that while gaming is a legitimate form of entertainment for the majority of players, for a small minority it can cease to be fun and may lead to personal and financial problems.

Gambling can be addictive. We encourage all customers to play responsibly and only with money or cryptocurrency they can afford to lose.

Our commitment is to empower our players with the information and tools they need to stay in control of their gambling, and to provide support to those who may need it. This policy outlines the framework and procedures we have implemented to promote responsible gaming and protect vulnerable individuals. This policy is readily accessible via a "one-click" link from our website's homepage and registration pages.

If you feel that your gambling may be becoming problematic, if you need help overcoming gambling-related difficulties, or if you would like more information about responsible gaming, please review the responsible gaming information available on our Website or contact our Customer Support team at support@craybet.com at any time for further information and assistance.

Policy framework and governance

The Organisation has established a robust governance structure to oversee the implementation and effectiveness of our responsible gaming framework.

2.1. Responsible gaming manager

The Organisation has designated a senior employee as the Responsible Gaming Manager. This individual is appropriately trained and has sufficient authority to develop, implement, and maintain our responsible gaming policies and procedures across the entire Organisation.

2.2. Staff training

All customer-facing employees receive comprehensive training to ensure they understand problem gaming issues and can interact with customers sensitively and effectively. Training is provided upon induction and is refreshed annually for all relevant staff. This training includes:

Recognizing the potential signs and behavioural indicators of problem gaming.

Understanding and explaining the responsible gaming tools available to customers.

Knowing how to respond to and assist customers who express concerns about their gambling.

Directing customers to information and support resources.

All training participation is formally recorded and maintained by the Organisation.

Player protection tools

We provide all customers with a range of easily accessible tools to help them manage their gaming activity directly from their account profile.

3.1. Financial limits

To help players control their spending, we offer the ability to set financial limits. Customers can set one or more of the following:

Deposit limits: Control the maximum amount of money or cryptocurrency a customer can deposit over a daily, weekly, or monthly period.

Loss limits: Control the maximum amount a customer can lose from their deposits over a daily, weekly, or monthly period.

Wagering limits: Where available, control the maximum amount of money or cryptocurrency a customer may wager over a daily, weekly, or monthly period.

A request to decrease a limit is implemented immediately. A request to increase or remove a limit will only take effect after a cooling-off period, giving the customer time to reconsider their decision.

3.2. Time-outs and session reminders

Time-out (take a break): Customers can take a short break from gaming by activating a time-out for the periods made available on the Website. During this period, the customer will not be able to deposit or play, but may still be able to log in to withdraw their outstanding balance, subject to any verification or compliance requirements.

Session reminders (reality checks): Customers can set a session reminder or time alert that will periodically inform them of the time they have been playing during an active gaming session.

Session reminders and time alerts are intended to help customers monitor the time they spend gambling. They are responsible gaming tools designed to assist customers in staying in control of their play.

Self-exclusion

For customers who feel their gambling is becoming problematic, we provide a clear and straightforward self-exclusion facility.

"Self-exclusion" means that a customer chooses, of their own accord, to exclude themselves from our gambling services for a defined period or permanently.

4.1. Activating self-exclusion

A customer can choose to self-exclude from our services for a defined period or permanently. This can be activated directly through their account settings, where available, or by contacting Customer Support at support@craybet.com.

Once self-exclusion is activated or confirmed:

The customer's account will be immediately suspended or restricted. They will not be able to deposit or place any bets.

The customer may still be able to log in to withdraw their outstanding account balance, subject to verification, security, and compliance requirements. For permanent self-exclusions, the balance may be remitted to the customer in accordance with our procedures.

The Organisation will take all reasonable steps to prevent the customer from opening any new accounts across all brands under our control.

The customer will be removed from all marketing lists and will not receive any further promotional materials from us.

The self-exclusion will remain in place for the full selected period and will not be reversed, reduced, or cancelled during that period for the customer's protection.

Permanent self-exclusions cannot be reversed or reopened for any reason.

During a self-exclusion period, customers must not attempt to open a new account or use another person's account. Any such attempt may constitute a breach of our Terms and Conditions and may result in the closure of any related accounts and the voiding or forfeiture of winnings to the extent permitted by law.

4.2. Returning from self-exclusion

If a customer wishes to return from a definite period of self-exclusion, they must make a formal request in writing after the exclusion period has ended. A cooling-off period will be applied before the account can be reactivated. Accounts subject to permanent self-exclusion cannot be reopened for any reason.

Identifying and interacting with players at risk

We proactively monitor customer activity for behavioural indicators that may suggest problem gaming. Our systems and trained staff look for patterns such as:

A sudden and significant increase in the frequency or value of deposits.

Chasing losses (i.e., rapidly re-depositing after losing a significant amount).

Spending an excessive amount of time gambling.

Exhibiting aggressive, distressed, or unusual behaviour in communications with customer support.

If such indicators are identified, our trained staff may initiate a confidential interaction with the customer to raise awareness of their activity and provide information about our available responsible gaming tools and support services. In cases where there is a clear and ongoing risk of harm, the Organisation may impose a temporary break, mandatory restriction, or exclusion on the account in the customer's best interests.

Protecting minors

The Organisation strictly prohibits anyone under the age of 18 from opening an account or gambling on our site. Underage gambling is illegal.

Age verification: We perform mandatory age and identity verification on all customers, as detailed in our Financial Crime Prevention Policy. No withdrawals are permitted until age verification is successfully completed.

Reporting: If any account is found to belong to an underage individual, it will be immediately closed, all stakes will be voided, deposits will be returned where appropriate, and any winnings will be forfeited to the Anjouan Gaming Commission as required. We may also report the matter to the relevant authorities where required by law or regulation.

Parental controls: We encourage parents or guardians who share a computer or device with minors to use filtering software such as Net Nanny or CyberPatrol, or other similar parental control tools, to prevent access to gaming sites.

Information and support resources

7.1. Self-assessment

If you are concerned about your gambling, asking yourself the following questions can help you assess the situation. A majority of "yes" answers may indicate a gambling problem.

Do you gamble to escape from boredom or unhappiness?

Do you feel you must try and win back your losses as soon as possible after losing?

Have you ever lied to cover up the amount of money, cryptocurrency, or time you have spent gambling?

Do you gamble until all your money is lost?

Has your gambling caused any problems in your daily life, relationships, or work?

7.2. Support organisations

If you or someone you know is struggling with gambling, we strongly encourage you to seek confidential advice and support from one of the following recognised organisations:

The National Council on Problem Gambling

Gamblers Anonymous

Gambling Therapy

For further information, please contact our Customer Support team or email us at support@craybet.com.

7.3. Third-party support tools and filtering systems

You may also consider using third-party software designed to block or restrict access to online gambling websites and applications from your devices, including parental control and filtering solutions.

Please note that these support organisations, websites, products, and services are provided by third parties. Mysti Games Ltd. does not own or control them and accepts no responsibility for their content, availability, effectiveness, or for any fault, loss, or damage that may result from their use.