Gambling is entertainment — and at citi99, keeping it that way is our highest priority. This page outlines the tools, resources, and support channels available to every player who wants to maintain healthy control over their betting activity.
Your wellbeing is our commitment
Our Commitment
citi99 builds responsible gaming protections directly into the platform — not as an afterthought, but as a foundational part of how we operate for every Indonesian player.
Access to citi99 is restricted to adults aged 21 and older. Every account undergoes identity and age verification (KYC) before deposits or withdrawals are permitted. Accounts found to belong to underage users are suspended immediately and funds are returned to the originating payment source.
Set a daily, weekly, or monthly cap on the amount you can deposit. Once your chosen limit is reached, additional deposits are blocked until the period resets. Limits can be reduced immediately; requests to increase a limit take a 72-hour cooling-off period to take effect — giving you time to reconsider.
Enable session time limits in your account settings to receive an alert — or be automatically logged out — after a set period of continuous play. Time awareness is one of the simplest and most effective tools for keeping gambling in its proper place as leisure, not a compulsion.
If you need a complete break, citi99's self-exclusion tool lets you suspend your account for a defined period — from 30 days to five years — or permanently. During self-exclusion, login is blocked, all marketing communications are halted, and any pending bon uses are forfeited. Permanent exclusion cannot be reversed.
Enable periodic reality check notifications that appear on-screen during active play sessions, showing you exactly how long you have been playing and your net win/loss for the session. These prompts encourage informed decision-making without interrupting gameplay unnecessarily.
Our Indonesian-speaking support team is available around the clock via live chat and email. If you are concerned about your own gambling behavior, or that of someone close to you, our trained agents can guide you to the right tool or professional resource — confidentially and without judgment.
Step-by-Step
Every responsible gaming feature on citi99 is self-service and takes less than two minutes to activate. Here is how to get started directly from your account dashboard.
Need immediate help? If you feel you cannot wait to access the dashboard, contact our support team directly at [email protected] and we will activate any restriction on your behalf within minutes.
Visit the citi99 Login page and sign in using your registered username and password. Make sure two-factor authentication (2FA) is enabled for added account security.
Click your profile icon in the top-right corner of the Platform and select "Account Settings" from the dropdown menu. This is the central hub for all account preferences, including responsible gaming controls.
Within Account Settings, locate the "Responsible Gaming" tab. All available tools — deposit limits, session time-outs, reality check alerts, cooling-off periods, and self-exclusion — are listed here in a single, clearly organized panel.
Choose the tool that fits your needs, enter your preferred values (e.g., a daily deposit limit of Rp 500.000, or a 60-minute session reminder), and confirm your selection. Changes that restrict your activity take effect immediately.
You will receive a confirmation email to your registered address acknowledging the change. Keep this email as a record. If you do not receive a confirmation within five minutes, check your spam folder or contact support.
Take a Break
Whether you need a short breather or a permanent break, citi99 provides flexible exclusion options that work for your situation. All exclusions are enforced instantly upon activation.
Step away from the Platform for a full day. Useful after a particularly intense session or whenever you feel you need a mental reset. Your account resumes automatically after 24 hours.
A one-week pause that gives you space to reflect on your gambling patterns. Marketing emails are suppressed for the full duration. You can still access your account history and documents.
For players who recognize a more serious concern, exclusions of 30 days up to five years are available. During this period, login attempts are blocked and bonus opt-ins are cancelled automatically.
Permanently close your citi99 account with no possibility of reversal. Any remaining balance will be returned to your nominated Indonesian bank account or e-wallet after identity verification.
Important: Self-exclusion and permanent closure requests submitted via the Responsible Gaming tab or directly to our support team are processed within one (1) business hour. Requests received outside of WIB (UTC+7) business hours are treated as highest priority and actioned as soon as an agent becomes available — typically within 30 minutes given our 24/7 staffing model.
Know the Signs
Problem gambling can affect anyone, regardless of income level, city, or experience. Recognizing the early warning signs — in yourself or someone you care about — is the first and most important step toward getting help.
Returning to gambling specifically to recover money lost in a previous session, rather than for entertainment. This cycle is one of the clearest indicators of problematic behavior.
Consistently spending more time gambling than you intended, or finding that sessions regularly extend late into the night without awareness of how much time has passed.
Preferring gambling over spending time with family and friends in Jakarta, Surabaya, Bali, or wherever you are based — or concealing how much time and money you spend on the Platform.
Using money earmarked for essential expenses — rent, household bills, school fees — to fund gambling activity, or borrowing money to place bets.
Feeling anxious, irritable, or restless when not gambling; using gambling as a way to escape stress, sadness, or personal problems rather than as a form of entertainment.
Deliberately concealing the extent of your gambling from people close to you, deleting transaction history, or lying about wins and losses — a strong indicator that gambling has moved beyond healthy recreation.
You are not alone. Problem gambling is a recognized condition, not a personal failing. Millions of people around the world — including many in Indonesia — seek help and successfully regain control of their relationship with gambling each year. The tools on this page and the contacts below can help you take that first step.
Self-Assessment
Answer the questions below honestly. This is not a diagnostic tool, but it can help you reflect on your gambling habits. If you answer "Yes" to two or more questions, we encourage you to speak with our support team or consider activating one of the tools above.
Common Questions
Answers to the questions our support team hears most often about responsible gaming tools, policies, and getting help.
Get Help Now
Our dedicated responsible gaming support agents are available every hour of the day, every day of the year — including during Ramadhan, Idul Fitri / Lebaran, and other Indonesian public holidays. Whether you need help activating a deposit limit right now, want to discuss what self-exclusion means for your account, or simply need someone to talk to about your gambling habits, we are here.
Reach us via live chat on the Platform, or email us directly. All responsible gaming inquiries are handled confidentially by agents trained specifically in problem gambling support. There is no judgment — only help.
Email: [email protected]
Response guarantee: Responsible gaming requests are our highest-priority support category. We aim to respond to all responsible gaming emails within 2 hours (WIB, UTC+7). Live chat responses are typically under 3 minutes at any hour.
Responsible gaming tools are set up. Now explore everything citi99 has to offer — world-class sportsbook markets, premium slots from Pragmatic Play and Spribe, live casino tables, and more — all within the limits that work for you.