Responsible Gambling and Self-Exclusion Policy

At 10bet, we're committed to providing our customers with the very best in betting entertainment. Sports betting and gaming can be a fun and enjoyable experience, and we work hard to make sure it stays that way. As such, we take responsible gambling very seriously and will do all we can to support our customers and to deliver a positive experience every time. If you ever have any concerns about your gambling patterns and behaviour, we’re here to support you, and to help prevent any possible issues arising before they have the chance to become a problem.

If you think you may have gambling issues, consider whether you experience any of the following:

• You perceive gambling solely as a way of making money.

• Gambling negatively affects your daily life and family responsibilities.

• You are neglecting personal needs like food and sleep because of it.

• You are betting more than you can afford.

• You steal or borrow to try to rectify the results of your gambling.

• You gamble because of frustration or other negative feelings.

• You are trying to conceal your gambling or its consequences.

• You have repeatedly failed in efforts to control your gambling.

• Others say you have a gambling addiction.

If, after reading the above, you feel like you may have gambling issues, we recommend that you contact the South African Responsible Gambling Foundation (SARGF):

1. Call an experienced counsellor at any time on this toll-free counselling line number: 0800 006 008 or WhatsApp/SMS “Help” to 076 675 0710

2. Access the SARGF website on https://responsiblegambling.org.za/ for more information and assistance.

At 10bet we offer our customers the option to temporarily suspend the usage of their betting account or to permanently close their betting account. If you feel that your gambling has become problematic or just feel the need to take a break, please contact our customer support team:

1. Tel: +27107461093

2. Email: [email protected] ; or via

3. Live Chat

You can choose from the following closure options:

1. Time Out: one day, seven days, one month or three months.

Please note that your betting account will automatically reopen after your Time Out period has ended. Should you wish to reopen your account before the Time Out period ends, please contact our customer support team to assist you.

2. Self-Exclusion: six months, twelve months or permanently.

Please note that your account will not automatically reopen after your Self-Exclusion period has ended. Should you wish to reactivate your account after your exclusion period has ended, please contact customer support. Kindly note that any request received from a customer to uplift his/her Self-Exclusion before the exclusion period has ended will be subject to management approval, will depend on the circumstances of the original exclusion request, and will only be considered after a minimum period of six months following his/her initial request for Self-Exclusion. This provision applies to the same extent to permanent Self-Exclusions and Responsible Gambling Account Closures.

Please note that the above closure options will only apply to our Gambling Platform. It is your responsibility to Self-Exclude from all other Gambling Platforms.

Before you send your request for any type of closure, you must withdraw any funds you have in your betting account. It is our policy not to suspend or exclude accounts before all available funds have been withdrawn. It is your responsibility as the customer to ensure the withdrawal has been made.

We will endeavour to apply your closure request as soon as practically possible. However, please note that this process takes a reasonable working period to implement. We will not consider your request as effective until it has been fully implemented and communicated to you. If, after this, you find that you can still access any of our services, it is your responsibility to inform us immediately.

Please be informed that during this period we will undertake due diligence on the account and report it to the Mpumalanga Economic Regulator (“MER”).

Once you make a request for closure, or communicate with our customer service team, please refrain from accessing your account. Access to your account will be restricted throughout the closure period, or permanently if permanent self-exclusion was applied. Once the closure is applied, you will also no longer receive any further marketing materials, electronic communications, social media, VIP loyalty programme information and/or other promotions from us.

Any unsettled bets with 10bet at the time that you enter into the closure period will be settled on the result of the event. If your bet is a winner, your winnings will be automatically credited to your account.

Upliftment Requests

Before the upliftment of a closure can be considered, in cases like, but not limited to, severe gambling addiction, the customer can be requested by 10bet to provide proof that he/she has received treatment and/or attended counselling sessions and/or to fulfil any other prior formality in order to ensure any past problems related to the customer’s betting activity has been overcome. 10bet reserves the right to exclude a customer for a longer period at our discretion. This includes cases where 10bet is informed by regulatory bodies (e.g. regulators or other authorities, authorised professional organisations etc.) that may require extension of a customer’s self-exclusion period.

Monthly Reports

At the end of each month, information on all closures and related activities, which shall at a minimum include the following:

1. Approved/denied closure applications and the reasons thereof.

2. Uplifted closures.

3. Winnings by customers with suspended betting accounts or by self-excluded persons.

4. Violations.

5. Statistics.

will be submitted to the MER.

All documentation and information regarding the closures will be made available to the MER upon request and during inspections.

The present policy has been prepared in accordance with the Mpumalanga Gambling Rules, 2013 and the Notice published by the MER to all Licensees in 2014 in respect of the minimum requirements for self-exclusion policies.

Any breach of the Policy may be equivalent to the violation of the above-mentioned legislation.

Customer Support Representatives, Shift Leaders and Team Leaders will process all closure requests received from customers. Complicated cases will be escalated to Management for review and processing. Management shall monitor all closures on a monthly basis.

A self-imposed Deposit Limit feature is available, enabling a customer to limit the amount of money he/she can deposit into his/her betting account on a daily, weekly or monthly basis. Please note that the deposit limit feature will only apply to deposits made using the following methods: Ozow Capitec Deposit, Ozow Deposit, Debit or Credit Card, EFT and Masterpass.

The deposit limit feature will not apply to deposits made using the following methods: 1Voucher, OTT Voucher, BluVoucher, KazangVoucher (EasyPay) and Direct Bank Deposit (Cash deposit).

Please refer to our “How to” section on our website for more information about the feature.