Responsible Gaming Policy

GAMING IS NOT FOR PERSONS UNDER THE AGE OF EIGHTEEN (18).

This Responsible Gaming Policy applies to the gaming services made available through casongo.ng (the “Website”). It is intended to support compliance with the Lagos State Lotteries and Gaming Authority Law 2021, the Responsible Gaming Regulations 2021 and other applicable requirements, directives and codes of practice issued by the Lagos State Lotteries and Gaming Authority (“LSLGA” or the “Authority”).

Gaming should be treated solely as a form of entertainment and leisure, not as a way to make money or solve financial or personal problems. Casongo is committed to providing a fair and safe gaming environment and to taking reasonable measures to protect underage and vulnerable persons from gambling-related harm.

1. Play responsibly

Please consider the following responsible gaming principles:

• Set personal limits on the amount of money and time you spend gambling and keep to those limits.
• Do not chase losses or increase stakes in an attempt to recover money already lost.
• Never borrow money or use money required for rent, food, medical expenses, bills, education or other essential needs in order to gamble.
• Take regular breaks and balance gambling with work, family, social and other recreational activities.
• Do not gamble when you are intoxicated, under significant stress, emotionally distressed or otherwise unable to make clear decisions.
• Remember that gambling outcomes involve risk and uncertainty. Gambling should never be regarded as a financial investment or a reliable source of income.

2. Recognising possible gambling-related harm

If you are concerned about your gambling behaviour, consider whether any of the following apply to you:

1. Are you spending more time or money gambling than you intended?
2. Are you neglecting work, family, studies or other responsibilities in order to gamble?
3. Have people close to you criticised or expressed concern about your gambling?
4. Have you repeatedly gambled more than you could afford to lose?
5. Have you borrowed money, sold property or used essential household funds in order to gamble?
6. Have you returned to gambling in an attempt to recover previous losses?
7. Do you frequently think about gambling when you are at work, with family or engaged in other activities?
8. Do you see gambling as a way to earn money or solve financial problems?
9. Do arguments, frustration, loneliness, stress or disappointment make you want to gamble?
10. Do you find it difficult to reduce, stop or control your gambling?

If you answer “Yes” to several of these questions, you should consider using the responsible gaming tools described below and seeking independent support.

3. Help and support

If you feel that gambling is becoming difficult to control, you should consider taking a break, using self-exclusion, and using device- or network-level blocking tools to restrict access to gambling websites and applications.

Casongo will make responsible gaming information and information on obtaining assistance for gambling-related problems available on the Website in accordance with LSLGA requirements, including any statement, sign, symbol, helpline information or link approved or accredited by the Authority.

For additional independent support, you may also consider the following organisations:

• Gambling Therapy
• Gamblers Anonymous
• Responsible Gambling Council

These organisations are independent from Casongo. Where LSLGA provides or requires use of a regulator-led responsible gaming or self-exclusion service, including SafePlay, Casongo will make the relevant information or access route available to eligible players and will comply with applicable integration and reporting requirements.

4. Protection of underage and vulnerable persons

Persons under the age of eighteen (18), and other vulnerable persons who are prohibited from participating under applicable Lagos State gaming requirements, must not participate in gambling activities on the Website.

Casongo may carry out age and identity verification and may request supporting documentation before permitting or continuing access to gaming services. If an account is identified as belonging to a person under eighteen (18), the account will be closed. In accordance with the Responsible Gaming Regulations 2021, wagers and winnings by underage or vulnerable persons are void and will be handled in accordance with applicable law and any direction of the Authority.

Parents and legal guardians should take reasonable precautions to prevent minors from accessing gambling services, including keeping usernames, passwords, payment credentials and devices secure and, where appropriate, using parental-control or website-blocking software.

5. Cooling-off

As an additional responsible gaming tool, Casongo may offer a short cooling-off period (for example, 24 hours). During a cooling-off period, the player will not be able to place bets or make deposits. A cooling-off period is separate from formal self-exclusion and does not reduce or replace the minimum self-exclusion periods required by Lagos State law.

6. Self-exclusion

If you need a longer break from gambling, you may request self-exclusion by contacting the customer support team at [email protected] or by using any self-exclusion functionality made available on the Website or through an LSLGA-approved system.

Formal self-exclusion will be available for an irrevocable period of not less than ninety (90) days and may extend up to lifetime exclusion. The selected exclusion period cannot be shortened or revoked while it is in force, except to the extent expressly permitted by applicable law or the Authority.

Once a self-exclusion request is received and implemented:

• you will not be permitted to gamble or deposit funds on your existing account;
• we will take reasonable measures to prevent you from opening or using another account with the Website during the exclusion period;
• you will be removed from targeted gambling advertising, promotions and other direct marketing as soon as reasonably possible after notice of self-exclusion is received;
• any recurring or scheduled payment instruction intended to fund gambling activity will be cancelled where applicable and technically possible;
• any unsettled bets placed before the self-exclusion takes effect may be settled in accordance with the applicable game or betting rules; and
• we will provide clearly worded information explaining the length of the exclusion, account restrictions, treatment of bonuses and remaining balances, and the requirements for any permitted reinstatement.

Self-exclusion does not by itself result in forfeiture of a legitimate cash balance. Subject to identity verification, anti-money laundering checks, applicable betting rules and any legal or regulatory restriction, a self-excluded player may request withdrawal of an available withdrawable balance. Bonus funds and bonus-related amounts will be handled under the applicable bonus terms and regulatory requirements.

7. Reinstatement after self-exclusion

An account will not be automatically reactivated merely because a self-exclusion period has ended. Where reinstatement is permitted, the player must request reinstatement after the applicable exclusion period and complete any required checks. A minimum reinstatement period of fourteen (14) days will apply before gaming access may be restored. Casongo may decline or delay reinstatement where required or permitted by law, by the Authority, or where there are reasonable responsible-gaming concerns.

8. Self-exclusion records and regulatory reporting

Casongo will maintain records relating to self-exclusion and responsible gaming interventions as required by applicable law. Details of self-excluded persons and related information may be provided to the LSLGA in required regulatory reports and/or through an Authority-operated self-exclusion system. Any processing or sharing of personal data for these purposes will be carried out in accordance with applicable data protection law and regulatory obligations.

9. Marketing and social responsibility

Casongo will not knowingly direct gambling advertising or promotions to underage or vulnerable persons or to persons who are self-excluded. Responsible gaming messaging and the warning that gaming is not for persons under eighteen (18) will be displayed on the Website as required by the Responsible Gaming Regulations 2021.

Our marketing must not, among other things, present gambling as a financial investment, suggest that gambling solves personal, social or financial problems, encourage socially irresponsible gambling, misrepresent the chances of winning, or exploit the inexperience or vulnerability of underage or vulnerable persons.

10. Responsible gaming training and internal controls

Casongo will maintain internal responsible gaming procedures and ensure that relevant staff, agents and affiliates complete accredited responsible gaming training within the period required by the Responsible Gaming Regulations 2021, with refresher training at the prescribed intervals. Records of such training will be maintained and reported to the Authority where required.

11. Operator intervention

Casongo may contact a player, restrict account functionality, apply responsible gaming limits, suspend gaming access or take other proportionate measures where there are reasonable indicators of gambling-related harm, vulnerability, attempted circumvention of self-exclusion, or other responsible gaming concerns. Such measures are protective and do not constitute a medical diagnosis.

12. Contact

To request cooling-off, self-exclusion, information about responsible gaming tools, or assistance with an existing exclusion, please contact [email protected]. Please state “Cool-Off” or “Self-Exclusion” in the subject line where applicable.

If you believe a self-exclusion request has not been correctly applied, contact customer support immediately. Casongo will take reasonable steps to investigate and correct any implementation issue without treating the player’s continued access as a waiver of the self-exclusion request.