99maya Responsible Gaming

Our Commitment to Responsible Gaming

99maya operates under a PAGCOR license that requires us to promote responsible gaming practices and protect vulnerable players. We take this obligation seriously. Our responsible gaming program is built on four pillars: prevention through education, early intervention when problems emerge, effective tools that give you control, and partnerships with professional support organizations that help players experiencing gambling-related harm. Every member of our team — from customer support representatives to senior management — is trained to recognize problem gaming behaviors and respond with compassion, respect, and appropriate resources.

Responsible gaming isn't just about rules and restrictions. It's about creating an environment where Filipino players can enjoy slots, live casino games, sports betting, and bingo safely. We design our platform with responsible gaming principles in mind: clear display of time and money spent, easy access to limit-setting tools, prominent placement of self-exclusion options, and removal of features that could encourage excessive play. When you game at 99maya, you're supported by systems and people dedicated to keeping entertainment fun and preventing harm.

Age Verification and Underage Prevention

Philippine law and PAGCOR regulations require that all online gaming participants be at least 21 years of age. 99maya enforces this requirement through rigorous age verification during account registration. We require government-issued identification documents and cross-reference provided information with official databases to confirm age eligibility. Accounts suspected of belonging to underage individuals are immediately suspended pending verification. We will never knowingly allow anyone under 21 to create an account, deposit funds, or participate in real-money gaming.

Parents and guardians play a crucial role in preventing underage gambling. We encourage families to discuss the risks of gambling with young adults approaching legal gaming age. Install parental control software on devices used by minors to block access to gambling websites. Monitor bank accounts and digital wallets for unauthorized transactions. If you discover that a minor has accessed 99maya despite our verification measures, contact us immediately so we can close the account, return any deposited funds, and strengthen our prevention systems.

Understanding the Risks

Online gaming involves real financial risk. When you play slots, place sports bets, or participate in live casino games, you can lose money — sometimes quickly. The house edge means that over time, the casino retains a small percentage of all wagers. Individual players may experience winning streaks, but mathematical probability ensures that most players will lose more than they win over extended periods. This is why gaming should only be pursued with disposable income you can afford to lose without impacting your ability to pay rent, buy food, support your family, or meet other essential financial obligations.

Beyond financial risk, problem gambling can damage relationships, mental health, work performance, and overall quality of life. Warning signs that gaming may be becoming problematic include: spending more time and money than intended, chasing losses by increasing bet sizes, borrowing money or selling possessions to fund gaming, neglecting work or family responsibilities, lying about gaming activities, or experiencing anxiety and depression related to gambling outcomes. If you recognize these patterns in yourself, it's time to use the responsible gaming tools below or seek professional help.

Responsible Gaming Tools at 99maya

We provide multiple tools that give you direct control over your gaming activity. These tools are free, easy to use, and immediately effective once activated. You can access all responsible gaming tools through your account settings under the "Responsible Gaming" section. If you need assistance setting up any tool, our 24/7 customer support team is ready to help via live chat or email. Using these tools proactively — before problems develop — is the smartest way to keep gaming fun and sustainable.

How to Use Self-Exclusion

Self-exclusion is the strongest responsible gaming tool available at 99maya and is designed for players who recognize they cannot control their gaming despite trying other interventions. When you self-exclude, your account is immediately closed and you are prohibited from creating new accounts at 99maya for the duration of your chosen exclusion period. You cannot reverse a self-exclusion decision once it's activated — this is intentional, protecting you during moments of weakness when you might be tempted to resume gaming.

To self-exclude, log into your account, navigate to Responsible Gaming settings, and select the Self-Exclusion option. Choose your exclusion duration: 6 months, 1 year, 2 years, 5 years, or permanent. You will be required to withdraw any remaining account balance before exclusion takes effect. Once confirmed, you will receive an email confirmation and your account will be immediately suspended. If you attempt to create a new account during your exclusion period, our systems will detect this and prevent account creation.

Self-exclusion at 99maya only applies to our platform. We strongly recommend that players with serious gambling problems also self-exclude from other PAGCOR-licensed operators and consider registering with PAGCOR's national self-exclusion database, which prevents access to all regulated gaming venues and online platforms in the Philippines. Contact PAGCOR's Responsible Gaming Program for information about comprehensive exclusion options that provide broader protection across the Philippine gaming industry.

Recognizing Problem Gambling

Problem gambling develops gradually, often without the player realizing the severity until significant harm has occurred. Unlike responsible recreational gaming where you set a budget, stick to time limits, and view losses as the cost of entertainment, problem gambling is characterized by loss of control, increasing preoccupation with gambling, and continued gambling despite negative consequences. Early recognition and intervention dramatically improve outcomes and reduce harm to players and their families.

Ask yourself these questions honestly. If you answer yes to several of them, you may be developing a gambling problem and should consider using 99maya's responsible gaming tools or seeking professional help:

• Do you gamble with money needed for rent, utilities, food, or other essential expenses?
• Have you lied to family members or friends about how much time or money you spend gambling?
• Do you feel restless, irritable, or anxious when trying to cut down or stop gambling?
• Have you borrowed money, sold possessions, or missed bill payments to fund gambling?
• Do you chase losses by increasing bet sizes or gambling longer to win back money you lost?
• Have gambling activities caused problems in your relationships, work, or education?
• Do you gamble to escape problems, relieve anxiety or depression, or cope with negative emotions?
• Have you made repeated unsuccessful attempts to control, cut back, or stop gambling?
• Do you think about gambling constantly even when not playing?
• Has your gambling led to feelings of guilt, shame, hopelessness, or thoughts of self-harm?

If these questions describe your experience, you are not alone and help is available. Problem gambling is a recognized behavioral health condition that responds well to treatment. Thousands of Filipino individuals have successfully overcome gambling problems through professional counseling, peer support groups, and responsible gaming interventions. Taking the first step — admitting there's a problem and seeking help — is the hardest part, but it's also the most important decision you can make for yourself and your loved ones.

For Family Members and Friends

If you suspect someone you care about has a gambling problem, your support can make a crucial difference in their recovery. Problem gambling affects entire families — financially, emotionally, and relationally. Family members often experience their own trauma, betrayal, and financial stress resulting from a loved one's gambling. It's important to remember that you are not responsible for their gambling behavior, you cannot control it, but you can support their recovery while protecting your own wellbeing.

Start by having an honest, non-judgmental conversation expressing your concerns. Choose a calm moment when the person is not actively gambling or dealing with immediate consequences. Use specific examples of how gambling has affected them and the family. Avoid accusations, blame, or ultimatums that may cause defensiveness. Instead, express care and offer to help them access treatment resources. Be prepared that they may deny the problem or become angry — this is a common reaction and doesn't mean you shouldn't try.

Encourage them to use 99maya's self-exclusion tools and seek professional help. Offer to attend counseling sessions or support group meetings with them. However, avoid enabling behaviors like giving them money, paying their debts, or lying to cover up gambling consequences. These actions, though well-intentioned, often prolong the problem by shielding the gambler from the full consequences of their behavior. Setting firm boundaries protects both you and them.

Consider attending support groups specifically for family members affected by problem gambling, such as Gam-Anon (the family counterpart to Gamblers Anonymous). These groups provide a safe space to share experiences, learn coping strategies, and receive support from others who understand what you're going through. Family therapy with a counselor experienced in gambling addiction can also help rebuild trust and communication.

Take steps to protect family finances. Separate accounts, monitor credit reports, restrict access to shared funds, and consider legal protections if necessary. Problem gambling can quickly devastate family finances, and protecting assets is not betrayal — it's responsible management. If children are involved, ensure they understand what's happening in age-appropriate ways and have access to counseling if needed. Children of problem gamblers are at higher risk of developing gambling problems themselves and benefit from early education about risks.