Objective and scope
Xhjili maintains a Self-Exclusion Policy to enable voluntary restriction of access to its gaming services. This policy governs all Xhjili-operated platforms and products, including website and mobile applications, and applies to all accounts held by a single individual where access is controlled by Xhjili in accordance with applicable law and licensing requirements.
Exclusion options
There are two primary modalities of self-exclusion available to a customer:
- Temporary self-exclusion – selectable durations include 7 days, 30 days, or 90 days. The customer may specify a shorter or longer period only where permitted by policy and with prior confirmation from the Responsible Gaming Team.
- Permanent self-exclusion – an indefinite restriction on access to all Xhjili gaming services. A permanent exclusion may be requested in circumstances of persistent risk and upon completion of required identity verification.
Customers may also request extended restrictions beyond the standard options in exceptional cases, subject to administrative review and regulatory compliance.
Application and verification process
To initiate self-exclusion, a customer must submit a formal request through the in-platform self-exclusion form or by contacting Xhjili Customer Support via the Help Center or approved support channels. The request must include sufficient identifying information to verify the customer’s identity and to distinguish the customer from any other individual operating an account. If the request concerns a jointly managed account or potential compromise, additional verification and documentation may be required.
Upon receipt, Xhjili will perform identity and risk checks consistent with KYC and AML obligations. Processing of temporary exclusions occurs promptly upon verification and is enforceable from the time the exclusion comes into effect. Permanent exclusions require additional regulatory and compliance review and may take longer to implement, up to a defined processing period not exceeding 24 hours in standard cases.
Duration, enforcement and effect
Once an exclusion is active, access to all Xhjili gaming platforms will be blocked for the specified period. The customer may not place bets, make deposits, participate in promotions, or redeem bonuses, and the account will be locked to prevent wagering. Xhjili will also suppress marketing communications to the excluded customer for the duration of the exclusion.
All accounts linked to the customer profile recorded by Xhjili will be affected. Any pending withdrawals will proceed only under the terms of the applicable withdrawal policy and after identity verification where required. Any balance held within an excluded account will be managed in accordance with internal withdrawal procedures and relevant legal requirements.
Lifting or modifying exclusion
For temporary self-exclusions, the customer may request termination after the minimum period has elapsed. Approval will be granted or denied by the Responsible Gaming Team within a reasonable timeframe, subject to identity verification. Following any lift of exclusion, the customer may resume activity only after explicit confirmation from Xhjili and will be subject to standard KYC procedures for any new activity or funding.
For permanent self-exclusion, lifting requires a formal reinstatement request, a minimum cooling-off period determined by policy (not less than six months from the date of exclusion in standard practice), and completion of requisite identity verification. Reinstatement is at the sole discretion of Xhjili’s Regulatory Compliance function and is communicated to the customer in writing. Upon reinstatement, access to services remains subject to ongoing compliance checks and potential additional verification requirements.
Data protection, privacy and record keeping
Xhjili processes all self-exclusion data in compliance with applicable data protection laws and AML regulations. Access to self-exclusion data is restricted to authorized personnel. Retention of self-exclusion records is for as long as required to meet regulatory obligations and internal risk management standards. Data subjects may exercise rights under applicable privacy laws, including access to, correction of, or deletion of personal data in connection with self-exclusion, where legally permissible.
Support, guidance and responsible gambling resources
Xhjili provides access to responsible gambling resources to assist customers experiencing gambling-related concerns. Customers may request information about support services, self-help tools, and mandatory cooling-off periods. If there is an immediate risk or danger, customers should contact appropriate local emergency services. Ongoing support and guidance are available through the Help Center and Customer Support channels.
Regulatory compliance and policy governance
This Self-Exclusion Policy supplements the Xhjili Terms and Conditions and any applicable licensing requirements. It is binding on all customers and may be updated to reflect evolving regulatory standards. Violations of self-exclusion, including attempts to defeat restrictions or circumvent controls, may lead to enforcement actions, including but not limited to temporary or permanent account suspension, forfeiture of balances, or legal remedies in accordance with governing law.