citinow believes that gambling should be an enjoyable form of entertainment — never a source of financial stress or personal harm. This page explains the tools, policies, and resources available to every player on our platform.
Responsible gambling is not a sidebar topic at citinow — it is a structural commitment built into the platform from day one. Every feature we have designed, from deposit limits to session alerts to self-exclusion, exists because we know that gambling can become harmful when players lose perspective or control.
We serve players across Malaysia — from Kuala Lumpur and Petaling Jaya to Johor Bahru, Penang, and Shah Alam — and we take that responsibility seriously. Whether you are placing a casual wager on the EPL or running a live baccarat session late at night, citinow's responsible gambling tools are available at any time, in your account dashboard, with no waiting period and no forms to fill.
This page outlines all of the tools and policies in place. If you ever feel that your gambling behaviour is causing concern — for yourself or for people around you — please use these tools or contact our support team directly. We will always prioritise player wellbeing over platform activity.
21+ Only, Strictly Enforced. Age verification is mandatory before any real-money play. Any account found to belong to a person under 21 is immediately closed.
Deposit Limits Are Always Available. Players can set daily, weekly, or monthly deposit caps at any time. Reductions take effect immediately; increases require a cooling-off period.
Self-Exclusion in Under 2 Minutes. Players can exclude themselves for 30 days, 6 months, 1 year, or permanently — directly from their account dashboard.
No Bonuses During Self-Exclusion. citinow suspends all promotional communications for self-excluded players. No re-engagement marketing is sent during or immediately after an exclusion period.
Support Resources Always Displayed. The Talian Kasih 15999 helpline reference and problem gambling information are permanently accessible on this page and within the account help section.
All six tools below are accessible directly from your citinow account dashboard. No support ticket required — they take effect immediately or within a specified timeframe.
Set a maximum amount you can deposit into your citinow account per day, per week, or per month. Deposit limit reductions take effect immediately. Limit increases require a mandatory 72-hour cooling-off period before they activate — by design, not by accident.
Set a ceiling on the total amount you are willing to lose over a defined period. Once your loss limit is reached, you will be unable to place further wagers until the period resets. This tool is particularly useful for players who want to manage their gaming budget in MYR without monitoring every bet manually.
Set a maximum duration for any single gaming session. When your time limit is reached, citinow will prompt you with a session summary — showing time played, amount wagered, and net result — before you can continue. You may also configure recurring pop-up reminders every 30, 60, or 90 minutes.
Enable periodic on-screen notifications that display your current session summary at intervals you choose. Reality checks interrupt gameplay for a moment to give you a factual picture of your activity — how long you have been playing, how much you have spent, and your current balance.
Take a short break from citinow without committing to full self-exclusion. Cooling-off periods are available for 24 hours, 7 days, or 30 days. During a cooling-off period, your account remains open but deposits and wagering are suspended. All promotional emails are paused automatically.
Request complete exclusion from the citinow platform for a minimum of 30 days, or for 6 months, 1 year, or permanently. Self-exclusion is irreversible for its full duration — no exceptions. Your account is deactivated, pending balances are held securely, and all marketing is permanently suppressed for the exclusion period.
Gambling becomes a problem when it starts affecting your finances, relationships, or mental health. These are signs that it may be time to pause and seek support.
Recognising these signs in yourself is not a weakness — it takes real self-awareness. If four or more of these apply to you, we strongly encourage you to use citinow's self-exclusion tool or contact Talian Kasih at 15999 for professional support.
Continuing to gamble in an attempt to recover money you have already lost, often by increasing bet sizes beyond your original plan.
Spending more than you can afford, including money reserved for rent, utilities, meals, or other essential living costs.
Feeling unable to stop gambling even when you want to, or repeatedly attempting to set limits and failing to stick to them.
Concealing the extent of your gambling activity or losses from family members, friends, or colleagues due to embarrassment or guilt.
Taking loans, using credit cards, or borrowing from friends or family specifically to fund gambling activity.
Arguments about money, missed commitments, or emotional distance with people close to you due to time or money spent gambling.
Using gambling primarily as a way to avoid difficult feelings, anxiety, or stressful personal situations rather than as entertainment.
Missing work, arriving late, or neglecting important personal responsibilities because time or focus has been consumed by gambling.
Responsible gambling is an active practice, not just a policy statement. Here are practical habits that help citinow players stay in control and enjoy gaming as entertainment.
Decide how much you are willing to spend before you open the Platform. Use citinow's deposit limit feature to enforce that decision automatically — do not rely on willpower alone.
Approach gambling the same way you would a cinema ticket or a meal out — as money spent for an experience, not as an investment. If you lose your session budget, the session is over.
Chasing losses is the most common pathway from casual gambling to problem gambling. If you are down, step away. Come back another time with a fresh budget and a clear head.
Set a session time limit of 60 to 90 minutes and take a proper break when it expires. Use citinow's reality check feature to get automatic reminders while you are playing.
Avoid gambling when you are tired, stressed, or have been drinking. Decision-making quality deteriorates in these states, and you are more likely to make bets you would not otherwise consider.
Maintain a balanced lifestyle. If gambling starts to feel like your primary leisure activity or your main source of excitement, that is worth examining honestly.
Gambling is not a reliable financial strategy. The expected return on gambling activity is always negative over time. Do not use it as a way out of debt or financial difficulty.
Periodically review your gambling history in your citinow account. Look at your actual deposit history and session logs. Honest self-assessment is the most effective early warning system available.
If you have concerns about your gambling behaviour, talk to a trusted friend or family member. Sharing your situation openly reduces the secrecy that often makes problem gambling worse.
citinow's deposit limits, session reminders, cooling-off periods, and self-exclusion tools exist for you to use — not just to display. There is no stigma attached to activating any of them.
This checklist is not a clinical diagnostic tool — it is a simple self-reflection exercise. Answer each question honestly for a quick snapshot of where your gambling currently sits.
This is for personal reflection only. Your responses are not recorded by citinow.
1. Have you spent more money gambling than you originally planned in the past 30 days?
2. Have you gambled to recover money you previously lost?
3. Have you kept your gambling activity secret from someone close to you?
4. Has gambling caused arguments or tension in your household?
5. Have you borrowed money or delayed paying bills in order to gamble?
6. Do you feel restless, irritable, or anxious when you are not gambling?
7. Have you tried and failed to cut down on gambling in the past?
8. Has gambling negatively affected your work performance, sleep, or mental health?
If you answered "Yes" to three or more of these questions, we encourage you to use citinow's self-exclusion tool or contact Talian Kasih at 15999 for free, confidential support. You can also reach the citinow support team 24/7 via live chat — we are here to help, not to judge.
If you or someone you know needs support with problem gambling, the following organisations provide free, confidential assistance. citinow actively supports the availability of these resources to all Malaysian players.
Malaysia's national welfare helpline operated by the Ministry of Women, Family and Community Development. Available 24 hours, 7 days a week. Free to call from any Malaysian phone network, including mobile.
A leading international organisation providing information, support, and free counselling for anyone affected by gambling problems. GamCare operates a 24-hour helpline and online chat service accessible to players worldwide.
A fellowship-based support programme for individuals who believe they have a gambling problem. GA Malaysia holds regular meetings in Kuala Lumpur and other cities. No fees, no registration — just peer support from people who understand.
Our 24/7 live chat and email support team is trained to assist with responsible gambling requests, including activating self-exclusion, setting deposit limits, and making referrals to external support services. We respond in under 2 minutes.
If you are playing on citinow for entertainment — which we hope you are — explore our full game library and sports markets. If you need support, we are right here.
// For players aged 21 and above only. If gambling stops being fun, stop. Talian Kasih: 15999 (free, 24/7).