At BetCity, we want you to enjoy the thrill of the game safely and responsibly. Betting should always be a form of entertainment, not a financial burden or an emotional escape.

To help you stay in control of your time and spending, we provide a suite of easy-to-use player protection tools. You can activate any of these features directly from your account settings or by contacting Customer Support.

2.1 Take a Timeout

Need to step away for a short period? Our Timeout feature lets you lock yourself out of your account temporarily to take a breather. During this time, you will not be able to log in or place bets.

• Flexible Durations: Choose between 1 day, 7 days, 14 days, 30 days or Indefinite.
• Your account will automatically unlock once the selected period expires.
• During Time-out, we will take all reasonable steps to prevent you from reopening your account or creating new accounts, and you will be removed from all marketing databases.

2.2 Time-Out Removal

A Timeout is designed to be a fixed period of reflection. If you wish to request the early removal of an active timeout, you must complete the official Timeout Removal Application Form.

Once submitted, our management team will thoroughly review your request. Please note that removal is not guaranteed; the decision will be made entirely at our discretion to ensure player safety.

3.1 Self-Exclusion Application

Self-exclusions may be initiated manually through the completion of a formal self-exclusion application form. The process includes:

• Completion of the prescribed self-exclusion application form by the client.
• Submission of the form through customer support channels (e.g. email or chat).
• Verification of the applicant's identity.
• Acknowledgement of the terms and consequences of self-exclusion.

Upon receipt and verification, the self-exclusion request must be processed promptly.

Self-Exclusion Upliftment

All self-exclusions shall be indefinite and binding and shall remain in force until formally uplifted. You may request an upliftment by completing the prescribed Self-Exclusion Upliftment Form.

Any request for upliftment will only be considered after meeting these minimum requirements:

• At least six (6) months have passed.
• You have attended counselling sessions with the SARGF or HPCSA registered therapist and obtained a signed counselling letter.

4.1 Account Closure

If you previously closed your account for reasons other than a Timeout or Self-Exclusion (such as a standard account closure or no longer interested), you may apply to have your account reopened.

All applications are subject to a strict internal assessment by our management team. We review each case individually to ensure that reopening the account aligns with our commitment to safe and responsible gambling.

The decision will be made entirely at our discretion to ensure player safety; our decision will be formally communicated to you via email.

• Set a budget and stick to it — only bet what you can afford to lose.
• Don’t chase losses. Accepting a loss is part of the game.
• Keep track of time. Balance betting with other hobbies and activities.
• Never gamble when under the influence of alcohol, drugs, or when feeling upset or stressed.

If you or someone you know is struggling with gambling, free and confidential help is available. You are not alone. To speak to someone about this, we recommend that you contact the South African Responsible Gambling Foundation (SARGF).

For assistance setting up any of these tools, please visit your Account Dashboard > Responsible Gambling or contact Customer Support.

Customer Support Channels

• Phone: 010 976 8888
• Live Chat
• E-mail: help@betcity.co.za