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citinow's Commitment

Responsible Gaming citinow — Safe, Controlled & Fun

At citinow, gaming enjoyment and member safety always go hand in hand. We provide a range of self-control tools, support resources and protection programmes to ensure every member in Malaysia can enjoy a healthy and responsible gaming experience.

Trusted Platform
18+ Only
Self-Control Tools
24/7 Support
Flexible Deposit Limits
Easy Self-Exclusion
Self-Exclusion
Real-Time Monitoring
Play Time Limits

Why Responsible Gaming It is important to citinow

For citinow, online gaming is more than just a platform to win or lose — it is about a fun, safe and sustainable entertainment experience for the long term. We recognise that every member brings a different background, financial situation and personality to our platform.

That is why we invest seriously in a comprehensive responsible gaming programme — not merely to fulfil licensing requirements, but because we genuinely care about the well-being of every individual who entrusts their leisure time to citinow.

Gambling should be one form of entertainment — like watching a movie or having dinner with family. It becomes a problem when it starts interfering with daily life, personal relationships, or financial stability. citinow provides all the tools you need to make sure that never happens.

All members registered with citinow automatically gain access to a suite of self-control tools that can be activated at any time through the account settings page. No awkward questions, no complicated process — simply set your limits and our platform will enforce them automatically.

Always Remember

Play within your means. Use entertainment funds you can genuinely afford to lose — not money set aside for bills, food or family needs. If gaming starts to feel like stress, that is your signal to take a break.

Statistics You Should Know
95%
members playing responsibly
24/7
support available
<2min
activate deposit limit
100%
free control tools
citinow's Commitment

Citinow fully complies with international responsible gaming guidelines and continuously reviews this program to ensure its effectiveness.

Tools Self-Control We Provide

All these tools are available free of charge to every citinow member — activatable at any time through your account settings.

Daily / Weekly / Monthly Deposit Limits
Set a maximum deposit limit for the period of your choice. The citinow system will automatically block any deposit that exceeds the set limit. You may lower the limit at any time, while increasing the limit requires a 24-hour waiting period as an added safety measure.
Session Time Limits
Control how long you play in a single session. Once the session time limit is reached, citinow will display a reminder notification and ask you to confirm whether you wish to continue or stop. This feature helps you stay aware of the time you spend on the platform.
Temporary Self-Exclusion
Need a short break? Activate self-exclusion mode for 24 hours, 7 days, or 30 days. During this period, access to your account will be completely blocked. No promotions, no notifications — you are truly stepping away from the platform. Your account will be automatically restored once the break period ends.
Long-Term Self-Exclusion
If you need a longer break, the self-exclusion feature allows you to block your account for 3 months, 6 months, 1 year or permanently. During the exclusion period, all marketing communications will also be stopped. This is a serious commitment between you and citinow to protect your well-being.
Personal Activity Report
Access a full record of your gaming activity, including total deposits, total wagers, profits and losses over any selected period. This report helps you make an honest assessment of your playing habits and make smarter decisions going forward.
Notification & Promotion Controls
You have full control over what communications you receive from citinow. Stop all promotional emails, bonus notifications or exclusive offers with a single click. Reducing your exposure to marketing content is a smart step toward managing excessive playing urges.

How Activating Self-Control Tools

A simple and fast process — no need to contact the support team for basic steps.

1
Login
Log in to your citinow account using your username and password.
2
Account Settings
Click the profile icon in the top right corner and select "Account Settings".
3
Safe Play Tab
Find the "Responsible Gaming" tab in your settings menu.
4
Choose a Tool
Select the tool you want to activate and enter your preferred limit value.
5
Confirm
Click "Confirm" and your limit will take effect immediately and automatically.
Need Help?

If you have any difficulty activating the self-control tools, the citinow support team is ready to assist via 24/7 live chat or email at [email protected].

Warning Signs Gambling Problems to Watch Out For

Gambling problems rarely appear suddenly — they usually start slowly and develop without being noticed. Identifying the early warning signs is a crucial first step. Review the following list and be honest with yourself:

You play with money meant for daily necessities such as rent, bills or food.
You try to chase losses by increasing your wager amount — "just one more to break even".
You lie to family or friends about how much time or money you spend on gaming.
You feel anxious, irritable or uncomfortable when you are unable to play.
You frequently think about gaming even while doing other activities.
You have tried to stop or cut back on playing multiple times but have not succeeded.
Your work performance, studies, or personal relationships are affected by your gaming habits.

Step Instant If You Identify a Problem

If you identify one or more of the signs above in yourself, it is important to act immediately. Here are the recommended steps:

Activate Self-Exclusion Now
Log in to citinow and activate self-exclusion. This is the most effective step and can be done in under two minutes.
Talk to Someone You Trust
Share your concerns with a family member or close friend. Support from loved ones is one of the most effective factors in recovery.
Seek Professional Help
Malaysia provides counselling services and helplines for gambling problems. Do not hesitate to seek help from trained professionals.
Contact citinow Support
Our support team is trained to assist members experiencing gaming issues. Contact us in confidence — we are here to help, not to judge.
18+
The citinow Platform Is for Adults Aged 18 and Above Only

Citinow employs a strict age verification system during the registration process. Every new account is required to submit valid identification documents to confirm that the applicant is aged 18 and above. We do not permit any form of access by underage individuals to our betting platform.

Youth Protection

If you are a parent or guardian, we recommend using parental control software to block access to online gambling websites on devices shared with children or teenagers.

Make sure you do not save your citinow account login details on any device accessible to minors. Platform safety starts with preventive measures at home.

citinow Age Verification Process

During registration, every applicant is required to submit a copy of their Malaysian identity card (MyKad) or valid passport. These documents are reviewed manually and through our automated verification system.

Accounts suspected of belonging to a minor will be suspended immediately while an investigation is conducted. This is a non-negotiable element of citinow's policy.

Questions Common Responsible Gaming

Answers to questions frequently asked by citinow members regarding safe gaming and self-control tools.

Yes, a deposit limit decrease takes effect immediately as soon as you save the change in your citinow account settings. This is citinow policy to ensure immediate control measures can be taken without any delay. In contrast, increasing a deposit limit requires a 24-hour waiting period as an additional safety measure to prevent impulsive decisions.

Any balance in your citinow account at the time of self-exclusion activation is safe and preserved. You may contact our support team to request a withdrawal of that balance even while the account is in self-exclusion mode. Your funds will not be used or expire — they are simply blocked from being used for wagering for the duration of the exclusion period.

For short-term self-exclusion (24 hours to 30 days), your account will be automatically restored once the period ends. For long-term exclusion (3 months and above), early cancellation requests require a mandatory cooling-off period and a review by our player protection team. This is to ensure that the decision to return is made consciously and not impulsively. For permanent exclusion, the reinstatement process requires a more thorough assessment.

citinow uses a real-time monitoring system that analyses member behaviour patterns such as sudden increases in deposit amounts, excessively long gaming sessions, loss-chasing patterns, and significant changes in betting habits. When the system detects concerning patterns, our responsible gaming team proactively reaches out to the member via email or in-platform message to offer support and information about available self-control tools.

Self-exclusion is a temporary break ranging from 24 hours to 30 days — ideal for those who simply need time away from the platform without any intention of quitting long-term. Self-exclusion, on the other hand, is a more serious commitment lasting between 3 months and permanently, designed for those who believe they have a gambling problem requiring a longer recovery period. During self-exclusion, all marketing communications are also fully suspended, unlike a temporary break which only blocks login.

Absolutely. The citinow support team is trained to handle responsible gaming conversations with full empathy and confidentiality. You can reach us via the in-platform 24/7 live chat or by emailing [email protected]. All responsible gaming conversations are handled in strict confidence — your information will not be shared with anyone without your consent.
Play Safe at citinow

Ready to Entertainment Experience Smarter?

Join thousands of Malaysian members enjoying online entertainment responsibly with citinow. Register today and access all self-control tools for free from day one.

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