Rm20 Responsible Gambling – A Safe Guide for Malaysian Players

Responsible gaming means enjoying online entertainment — whether slots, live casino, Fish Hunter or Live Dragon Tiger — in a controlled, informed and safe manner. It's not about avoiding play altogether; it's about playing in a way that doesn't harm your life, your finances, your relationships with family and loved ones, or your mental wellbeing.

At rm20, we define responsible gambling through three core principles. First, balance — gaming is a small part of a balanced life, not the centre of it. Imagine you're playing slots at rm20 like watching a Liga Super Malaysia match on the weekend — it is entertainment, not an obsession. Secondly, control — you are the one in control, not the platform and not the game. You decide how much time and money you invest, and that decision must be respected by yourself. Third, awareness — understanding the risks involved and making decisions based on complete information.

Most players rm20 play in a healthy and responsible way — they set a budget, play for fun and stop when their allotted time or money runs out. For some people, however, gaming can gradually become something harder to control. rm20 is here to help you recognise the early warning signs and take action before things escalate.

Problem gambling can affect anyone, regardless of background, education level, or income. It is not a reflection of weak character — it is a health issue that can be addressed with the right support. Acknowledging that you need help is the bravest and most important first step you can take.

Identifying the early signs of a gambling problem is crucial to taking action before the situation worsens. Watch for the following signs in yourself or someone you care about:

All responsible gambling tools rm20 is easily accessible from your account. Follow the steps below to activate your self-protection tools:

If you feel the need to take a break from the platform rm20 for longer periods, playing break and self-exclusion options are available to you:

• Cool-Off Period: For a break period of 24 hours to 6 months, go to Account Settings > Responsible Gaming > Play Break. Select your preferred duration and confirm the request. During this period, your account will be fully frozen — you will not be able to log in, make deposits or play. Promotional and marketing communications will also be paused.
• Long-Term Self-Exclusion: For a self-exclusion period of 6 months, 1 year, 3 years, or permanently, submit a written request to [email protected] with the subject line "Self-Exclusion Request" and state your preferred duration. Our team will process your request within 24 hours and send a confirmation to you via email.
• Permanent Self-Exclusion: If you choose permanent self-exclusion, your account will be fully closed and all your data will be handled in accordance with our Privacy Policy. This option cannot be reversed. Any valid credit balance will be processed for withdrawal to your registered payment method — whether Touch 'n Go eWallet, GrabPay, DuitNow, or any other method you have on file.

rm20 takes all self-exclusion requests extremely seriously. Once a request is accepted, it cannot be reversed before the designated period ends — this is in place for your own protection. We will not process requests to reopen an account that is under self-exclusion without compelling grounds and appropriate documentation.

Problem gambling doesn't only affect the individual involved — it impacts the entire family and those closest to them. If you're concerned about someone's gaming habits, here is a guide to help:

• Speak Honestly and with Empathy: Choose a calm, private moment to have the conversation. Start by expressing your concern from a place of care, not accusation. For example: "I'm worried about you, and I want to understand what you're going through right now."
• Don't Pay Off Gambling Debts: Paying off someone else's gambling debts, even with good intentions, often enables the behaviour to continue. Instead, help them find the right professional support.
• Seek the Right Information: Learn about problem gambling as a health issue. It is not about moral weakness or a lack of discipline — it is a behavioural pattern that can be changed with the right help.
• Take Care of Yourself Too: Supporting someone struggling with a gambling problem can be emotionally draining. Make sure you look after yourself too — whether through a counsellor, a support group or trusted friends.
• Contact rm20: Family members may contact rm20 at [email protected] to request assistance with managing a family member's account who requires support, subject to the appropriate identity verification procedures.

For family and community support in Malaysia, Talian Kasih 15999 offers a free counselling service covering problem gambling, financial and mental health concerns. The line operates 24 hours a day, 7 days a week and can be reached at no charge from any phone in Malaysia.

rm20 treats responsible gaming not merely as a corporate obligation, but as a moral commitment to the Malaysian community. Here are the concrete actions we have put in place:

• Strict Age Verification: All new registrations go through an age verification process. Identity documents such as a MyKad are required for KYC verification, and we do not permit accounts to be used until verification is complete.
• Gaming Pattern Monitoring: System rm20 actively monitors playing patterns to identify early warning signs of problem gambling — such as sudden spikes in deposit frequency, unusually long play sessions, or erratic betting patterns. Players who show these signs will be proactively reached out to by our team.
• In-Play Reminders: Break reminders appear automatically every 30 minutes during an active playing session. Monthly financial summaries are sent to all active members via email.
• Staff Training: All customer support staff at rm20 undergo training in identifying and handling problem gambling cases. They are trained to respond with empathy and to connect players with appropriate support resources.
• No Aggressive Marketing to At-Risk Players: Players who have set playing limits, are within a cool-off period, or are showing signs of problem gambling will not receive any promotions or marketing communications from rm20.
• Partnership with Local Organisations: rm20 supports responsible gambling awareness programmes in Malaysia and encourages players to make use of the local support resources available to them.

We understand that other platforms may not prioritise their players' wellbeing. At rm20, we choose to do things differently. Players who are healthy, happy and gaming within their means are the foundation of the community we want to build — not just transaction numbers in a financial report.