Self-exclusion: the player blocks their own access

How it works

The player chooses the period: months, years or indefinitely. The minimum period and the procedure are set by the licence. Unlike a time-out, this is a long-term block: it usually cannot be lifted before the period ends, even if the player asks. Self-exclusion is one of the basic tools of responsible gambling.

Some markets have a national self-exclusion register. The player blocks themselves with all licensed operators in the market at once, and the operator checks players against the register at the points set by the licence.

What the operator does

• Closes the account for play and deposits right after the request. The remaining balance is paid out under the licence rules.
• Stops all marketing: emails, push notifications, SMS, calls and bonuses in every channel, and in every brand if there are several.
• Removes the player from ad audiences: retargeting and audience exports to partners.
• Prevents a new account: matching on KYC data, device and payment details, as when looking for multi-accounts.

The cost of a mistake

An email or a bonus sent to a self-excluded player hurts a person who asked to be left alone. In regulated markets it is grounds for a fine, and repeat cases put the licence at risk. A duplicate account of a self-excluded player is also a licence risk, not just a breach of terms by the player.

That is why exclusions are checked automatically before every send, not manually when a segment is built.

Common mistakes

• Excluding from email only. Push notifications, SMS, a call from a VIP manager and retargeting are marketing too.
• Treating the player as churned. A self-excluded player left of their own free will. They are not counted as churn in CRM and are not included in reactivation.
• Putting them back into mailings automatically. The period ends, and the player gets bonuses again. Contact them again only once they have returned on their own under the licence rules and opted in to marketing again.