Responsible Gaming Policy

1. Introduction 

At Dribbleball.com, we are committed to responsible gambling and take our customers and social responsibilities very seriously. Our products are designed for your entertainment and enjoyment, and we are dedicated to providing a secure, fair, and socially responsible service. We want you to enjoy our products safely and responsibly.

We believe in a firm but fair approach to responsible gambling. To assist you, we offer a range of advice and options to help you manage your gaming and ensure that everyone who enjoys our service can do so as safely as possible. If gambling is becoming a problem, help is readily accessible. Our customer service staff are available to support you in maintaining control, and our Customer Care lines are +254 740 212 222.

2. Responsible Gambling pointers;

Gambling should be an enjoyable leisure activity. Remember these tips to ensure it doesn’t become a problem:

1. 1. Gambling should be entertaining, not a way to make money.
2. 2. Bet sensibly and avoid chasing losses.
3. 3. Only gamble what you can afford to lose.
4. 4. Monitor the amount of time you spend playing.
5. 5. Balance gambling with other activities. If gambling is your only entertainment, reconsider if you’re still having fun.
6. 6. Take regular breaks to maintain perspective.
7. 7. Avoid gambling when under the influence of alcohol, substances, or when upset or depressed.
8. 8. Track your gambling expenses via your bet history.

3. Self-Exclusion; 

If you develop serious gambling issues, we offer a self-exclusion option:

1. 1. Contact Customer Services via email: customercare@dribbleball.com with clear instructions for self-exclusion and the desired period.
2. 2. Withdraw funds from your Dribbleball.com wallet to your mobile wallet before requesting exclusion.
3. 3. Accounts will not be suspended or excluded until all funds are withdrawn.
4. 4. Provide your national ID, full name, and the mobile number used for your account. Confirm the mobile number is registered in your name.
5. 5. Your account may be suspended within five business days after verifying your request and processing the withdrawal.
6. 6. Refrain from placing bets after submitting your self-exclusion request. Any bets placed before exclusion will remain active, and winnings will be credited once the event is settled.
7. 7. Avoid accessing your account after requesting self-exclusion. If necessary, we will contact you for alternative refund details, processed upon verification.

During self-exclusion, your account and services will be restricted. Requests will be processed promptly, though high-demand periods may cause delays. Engage in Responsible Gaming options and seek counseling if needed.

Accounts without transactions for six months will lapse automatically.

You cannot register a new account during self-exclusion. Any detected new accounts will be closed, and transactions voided. The exclusion remains for a minimum of seven years unless you request reactivation via email after the period ends.

Dribbleball.com may extend the exclusion period based on legitimate sources such as regulators or authorized professionals.

3.2 Professional Help Dribbleball.com provides information on professional help for gambling issues but does not offer professional advice. For help, contact our customer care at +254 740 212 222 or visit responsiblegambling.or.ke.

3.3 Account Closure To close your account, send a written request via email to support@dribbleball.com. You are responsible for any account activity until closure.

1. 1. Only written requests are accepted. Phone requests will require follow-up written confirmation.
2. 2. Withdraw all funds from your Dribbleball.com wallet before requesting closure.
3. 3. Provide your national ID, full name, and the registered mobile number in your request. Confirm the mobile number is registered in your name.
4. 4. After processing the withdrawal and verifying the request, the account will be suspended within five business days.
5. 5. You can reopen your account by submitting a written request.

We may withhold balances or settlements according to our terms after reviewing your account.

3.4 Third-Party Information We act on information about problem gambling from legitimate third parties such as regulators, authorized organizations, or medical practitioners. Other sources will be considered but not acted upon in isolation. We will monitor reported customers to identify signs of problem gambling, maintaining confidentiality and not disclosing account details to third parties.

3.5 Preventing Underage Gambling It is illegal for anyone under the age of 18 to gamble. Dribbleball.com takes its responsibilities to prevent underage gambling very seriously. We clearly state in our Terms and Conditions and during account registration that underage gambling is illegal. We reserve the right to carry out verification checks to ensure all account holders are at least 18 years old and may suspend accounts until adequate verification is received.

It is unlawful to allow minors to gamble, and we ask our customers to ensure this does not happen. Customers should:

• • Not leave computers unattended when logged into our website.
• • Log out when leaving the website.
• • Not share Mobile Money account details.
• • Not enable the "Save Password" option.
• • Use child protection software.
• • Create separate computer profiles for children.
• • Report underage registered users to Customer Services at +254 740 212 222.

3.6 Parental Controls Parents or guardians can use third-party applications to monitor or restrict computer access to the internet:

• • Net Nanny filtering software protects children from inappropriate web content: www.netnanny.com
• • CYBERsitter filtering software allows parents to block sites: www.cybersitter.com

3.7 Complaints Dribbleball.com strives to make your experience enjoyable. However, if you’re dissatisfied with our products or customer service, you can raise a complaint by emailing our Customer Service at support@dribbleball.com.

We will handle complaints as soon as possible. Please be patient due to the number of requests, system upgrades, and changes requested by the regulator and new customer instructions.

A valid complaint should include clear information about the customer's identity and relevant details regarding the complaint.