Responsible Gaming

Version 2.0. – January 2026

0. Company

This Responsible Gaming Policy (the “Policy”) is issued by MUCHGAMING B.V., Korporaalweg 10, Willemstad, Curaçao (the “Company”, “we”, “us”). The Company operates the online gaming brand Crypto.Games and is subject to the applicable Curaçao legal, regulatory and licence framework governing online games of chance (the “Applicable Framework”).

Contact points:

• Customer Support (responsible gaming help/tools): Live Chat and [email protected]
• Formal complaints (including RG complaints): [email protected] (see Section 10 below)

1. Purpose and commitment

1.1. Our objective. We want Crypto.Games to be enjoyable entertainment in a safe and controlled environment. We therefore promote responsible gaming and aim to prevent and reduce the potential negative effects of gambling-related harm.

1.2. Shared responsibility. Responsible gaming is a shared responsibility between players and the Company. We provide tools, information, and intervention mechanisms, while asking players to gamble only within their means.

1.3. Part of your contract. This Responsible Gaming Policy is incorporated into the contractual framework for your use of the Website and Services.

2. Scope

This Policy explains:

• how to keep gambling as entertainment and reduce risk;
• what controls and tools are available (time-out, self-exclusion);
• how we protect minors and address suspected underage play; and
• how to request help and how RG complaints are handled.

3. Key definitions (summary)

Account: your personal Crypto.Games player account.

Wallet: the account wallet that records balances used for gameplay (deposits, wagers, winnings, withdrawals).

Time-Out / Cooling-off: a short break from playing (see Section 7).

Self-Exclusion: a longer exclusion period (see Section 8).

Responsible Gaming complaint: any complaint relating to limits, time-out, self-exclusion, vulnerable player handling, or related controls.

4. Keeping gaming healthy (player guidance)

4.1. Simple practical rules. We encourage players to use basic safeguards, including:

• Set a spending limit and do not exceed it.
• Treat gambling spend as entertainment cost, not a way to make money.
• Do not chase losses.
• Take breaks; do not play when stressed, depressed, lonely, or anxious.
• Do not borrow money to gamble.
• Be honest with family/friends about time and spending.

4.2. Warning signs. You should consider taking a break and seeking help if you notice:

• increasing deposits or longer sessions to feel the same excitement;
• hiding play or spending;
• gambling to escape problems;
• financial issues, borrowing, or inability to stop.

5. Transparency tools (information you should use)

We encourage you to regularly review your:

• deposit and withdrawal history;
• wagers and losses/wins;
• session time and frequency; and
• bonus/wagering requirements (where applicable).

6. Time-Out (Cooling-off)

6.1. What it does. A Time-Out is intended to help you take a short break from gambling. You can suspend access to your Account for 1–30 days. During the selected period, you will be locked out from playing on the Website.

6.2. No reversal during the Time-Out. Time-Out cannot be reversed before the selected period ends.

6.3. How to enable Time-Out.

• Log in to your Account.
• Go to Your account > Settings.
• Select Time Out.
• Choose the most appropriate period.

7. Self-Exclusion (longer break)

7.1. What it does. Self-Exclusion means your Account will be closed/blocked for a minimum period of: six months, one year, three years, or five years. It will not be reactivated during the exclusion period.

7.2. How to self-exclude (in-product).

• Log in to your Account.
• Go to Your account > Settings.
• Choose Self-Exclusion.
• Select 6 months / 1 year / 3 years / 5 years.

7.3. Funds and access during self-exclusion.

• If you choose six months self-exclusion, your Account and funds may be locked for that period (no reversibility).
• If you choose 12 months or more, you may be required to withdraw all funds before self-exclusion takes effect; once the withdrawal is completed, self-exclusion becomes effective immediately (no reversibility).
• Any withdrawals remain subject to applicable verification, security, and compliance controls under the Terms.

7.4. Marketing and re-registration controls. During self-exclusion we will take reasonable measures to:

• prevent gameplay and deposits; and
• prevent “workarounds” (e.g., opening a new account) using reasonable checks available to us.

7.5. Company-initiated measures (intervention). We actively monitor for indicators of problematic or risky behaviour. If we identify reasonable concerns, Customer Support/Compliance may:

• apply a time-out;
• apply self-exclusion; and/or
• take other proportionate measures to reduce harm.

8. Minors and gambling (strictly prohibited)

8.1. Minimum age. You must be at least 18 years old (and in any event at least the legal age of majority in your place of residence). We do not provide services to minors.

8.2. Age verification and enforcement. We use prevention measures (including electronic verification checks). If we reasonably suspect you are underage, we may suspend your Account and require age verification.

8.3. False information. If a user provides inconsistent, false, or forged age/identity information, we may close the Account and take appropriate actions under the Terms and the Applicable Framework (which may include reporting to competent authorities where required/appropriate).

9. Help and external support organisations

If you believe gambling is no longer fun or you are losing control, seek help. You can also contact us at [email protected] to request limits or restrictions.

Independent organisations include:

• Global Gambling Guidance Group – gx4.co
• Gordon Moody Association – gordonmoody.org.uk
• Gambling Therapy – gamblingtherapy.org
• GamCare – gamcare.org.uk

10. Responsible Gaming complaints (fast track)

10.1. How to raise an RG complaint.

• Contact [email protected] (informal / urgent help request), or
• Submit a formal complaint to [email protected] (subject “Responsible Gaming Complaint”).
• Dispute Resolution

10.2. Timelines (accelerated). Responsible Gaming complaints are prioritised:

• acknowledgement within 2 days; and
• best efforts to resolve within 5 Business Days (or sooner where possible).

10.3. Escalation. If you are not satisfied, you may escalate under the Player Complaints & Dispute Resolution Policy (including ADR, where applicable).

11. Data protection and confidentiality

We process personal data in line with our Privacy Policy and only as needed to:

• apply responsible gaming tools and restrictions;
• respond to your requests and complaints; and
• meet legal/regulatory obligations.

12. Governance, review and updates

12.1. Ownership. This Policy is maintained under the oversight of the Company’s compliance function and is part of the Company’s overall internal control framework.

12.2. Review cycle. We review this Policy at least annually and update it to reflect changes in the Applicable Framework, product features, and best practices.

12.3. Publication. The current version is published on the Website. Continued use of the Services after the effective date constitutes acceptance of the updated Policy (subject to mandatory law).