How long does it take to activate self-exclusion?

Self-exclusion at Mitra138 takes effect immediately. Once you confirm the request in your account settings or via live chat, your account will be restricted within 5 minutes. You will not be able to log in, place bets, or make deposits during the self-exclusion period, even if you request to reverse the decision. This is a protection for you.

Can I withdraw funds during a cooling-off period?

Yes. During your cooling-off period at Mitra138, you cannot make new deposits or play, but you can still withdraw any remaining balance in your account. This is a deliberate policy on our part — we don't want the cooling-off period to prevent you from accessing your own funds. Contact support to process a withdrawal during the cooling-off period.

What happens if I try to register a new account while a self-exclusion is active?

Mitra138 uses a detection system that will block attempts to register a new account using the same information – phone number, email address, ID number, device, or IP address – during a self-exclusion period. If such an attempt is detected, the new account will be closed immediately and any balance returned. Self-exclusion is only effective if you honour it – it is not a tool that can be circumvented.

Will setting a deposit limit affect my bonuses or promotions?

Setting a deposit limit does not affect your eligibility for bonuses or promotions. You remain eligible for all available offers – the limit simply ensures you do not deposit more than you are comfortable with. For example, if you set a weekly deposit limit of RM200, you can still receive bonuses tied to that RM200 deposit. Limits are a protective tool, not a penalty.

I think my friend has a gambling problem. Can I report it to mitra138?

Yes, you can. If you are concerned about someone you know – a friend or family member – who may be experiencing a gambling problem at Mitra138, you may contact our support team confidentially. We are unable to disclose anyone's account information to third parties, but we can provide guidance on how you can help that person get the support they need. You may also refer them to the helpline at 1800-18-5060.

mitra138 | Responsible Gambling and Safe Play Guide Malaysia

1

Introduction – Why Responsible Gambling Matters to Mitra138

Mitra138 believes that online entertainment – whether betting on a Malaysia Super League match, playing live blackjack, or trying a jackpot slot – should be an enjoyable and controlled activity. Not something that causes stress, debt, or problems in your daily life.

Responsible gaming is not just a tagline we print at the bottom of our website. It is a set of real practices, concrete tools, and operational commitments that Mitra138 puts into practice every day. From our active age verification system to flexible deposit limit tools, every player safety feature is built into our platform as a core function, not an add-on.

Many Malaysian players play at Mitra138 without any issues – for them, it is an enjoyable hobby much like watching the EPL or playing badminton. However, we recognise that a small number of players may find it difficult to keep their gambling habits in check. For this group, this page is a resource dedicated entirely to you.

Core principle: Gambling should be one of your sources of entertainment – not the only one. If gambling starts taking priority over other areas of your life, it's time to pause and seek help.

2

Safe Gambling vs. Problem Gambling – Knowing the Difference

Not all gambling is the same. Understanding the difference between healthy and problematic playing habits is the first step toward responsible gaming. Here are the characteristics that set them apart:

Responsible Gambling

Play only with money you can afford to lose
Setting time and money limits before playing
Stop when the limit is reached, whether winning or losing
View gambling as entertainment, not an investment
Does not interfere with relationships, work, or health
Not chasing losses after a losing session

Problem Signs

Borrowing money to gamble
Hiding gambling habits from family
Unable to stop despite repeated attempts to do so
Gambling to cope with stress or anxiety
Neglecting responsibilities in favour of gambling
Feeling anxious or irritable when unable to gamble

Knowing where you stand on this spectrum matters. Most players Mitra138 fall into the first category – they enjoy a weekend football bet or a casual slots session without any issues. However, if you recognise yourself in any of the points in the right-hand column, we encourage you to continue reading the next section.

3

Warning Signs You Should Know

Gambling problems rarely appear out of nowhere. They typically develop gradually over time. Recognising the early signs is key to addressing them before they become serious. Here are 10 warning signs to watch for in yourself or someone you care about:

1

You feel the need to gamble with increasingly larger amounts to get the same level of excitement as before.

2

You cannot stop thinking about gambling – planning your next session, figuring out how to get money to gamble, or reliving past gaming experiences.

3

You have tried to cut back or stop gambling but have been unable to, and you feel anxious, irritable, or uncomfortable when attempting to do so.

4

You gamble as a way to escape from problems, work stress, family issues, or feelings of anxiety – it has become a coping mechanism.

5

After a loss, you keep coming back to "chase" it, hoping to recover the money you've lost.

6

You hide your gambling habits from your partner, family members, or close friends, or you lie about how much money you have spent.

7

You are using money meant for essential needs – utility bills, food, monthly debt repayments, or your children's needs – to gamble.

8

You have borrowed money from family, friends, or financial institutions to fund your gambling, or you have sold valuables to obtain money to gamble.

9

Your relationship with your partner, family members, or friends has begun to suffer because of gambling – arguments over money, missing family events, or a breakdown of trust.

10

Your work or academic performance has declined, you frequently skip commitments or struggle to focus because your mind is preoccupied with gambling.

Identifying one or two of the signs above does not necessarily mean you have a serious gambling problem. However, if you recognise three or more, we strongly encourage you to use the self-control tools Mitra138 or contact the helpline to speak with a counsellor.

4

Mitra138 Self-Control Tools – Within Your Account

Mitra138 provides six self-control tools accessible directly from your account settings, with no need to contact customer support. These tools are designed to give you full control over your gaming experience.

Deposit Limit

Set daily, weekly, or monthly deposit limits. Once a limit is set, the system will not allow deposits exceeding that amount. To increase a limit, a 24-hour waiting period is required – but limits can be lowered immediately.

Activate in Account Settings

Loss Limits

Set the maximum amount you are willing to lose within a given period. Once your loss limit is reached, your gaming session for that period will be ended automatically with no action required on your part.

Daily / Weekly / Monthly Limits

Session Time Limits

Set a time limit for each gaming session. The Mitra138 will send you a reminder when you are approaching your time limit, and your session will be ended automatically once the limit is reached.

15-Minute Pre-Limit Reminder

Cooling-Off (Temporary Break)

Choose to take a break from the platform for 24 hours, 48 hours, 7 days, or 30 days. During the cooling-off period, your account cannot be used for betting, but any remaining balance can still be withdrawn.

Active Immediately

Self-Exclusion

The strictest option – blocking all access to your account for a period of 30 days, 90 days, 1 year, 3 years, or 5 years. During this period, there will be no access, no promotions, and no marketing communications sent.

30 Days – 5 Years

Activity History Review

View a complete record of your gaming sessions, deposits, withdrawals, and betting history. Reviewing this data objectively often helps players assess whether their playing habits remain under control or need attention.

Weekly Reports Available

How to access these tools: Log in to your account Mitra138 your account → click your profile picture at the top right → select "Account Settings" → choose the "Responsible Gambling" tab. All tools are available there without needing to contact support. If you run into any difficulty, our live chat team is ready to help 24/7.

5

Check Yourself – Responsible Gaming Self-Assessment

This short assessment can help you evaluate whether your playing habits are still within a safe zone. Answer the questions below honestly – there are no right or wrong answers, and no data is stored or shared with anyone.

Responsible Gaming Self-Assessment

Check all that apply to your situation over the past 30 days.

I have wagered more than I originally planned to.

I have tried to stop or cut back on gambling but have been unable to.

I have gambled with money that should have been used for essential expenses.

I hide my gambling habits from my family or partner.

I feel restless, anxious, or on edge when I am unable to gamble.

I went back to gambling to try to win back the money I had lost.

Gambling has caused problems in my relationships, work, or finances.

6

Child Protection – A Shared Responsibility

Platform Mitra138 is strictly for individuals aged 18 and above. This is not merely a policy – it is a moral and legal commitment we take seriously. Gambling by underage children and teenagers can have serious long-term consequences on their psychological and financial development.

Steps Mitra138 takes to prevent underage access:

Date of birth verification at registration with automatic cross-checking.
A KYC (Know Your Customer) process requiring valid Malaysian identification documents for withdrawal verification.
A detection system that identifies suspicious usage patterns and can prompt additional age verification checks.
Accounts that fail to verify their age when prompted will be suspended immediately until verification is complete.

What you can do as a parent or guardian:

Keep passwords for your devices and online accounts somewhere children cannot access.
Use parental control software available for Android and iOS devices to block access to gambling sites.
Have open conversations with your teenager about the risks of gambling and why it is not appropriate for them.
Monitor your child's online activity, especially if they show an unusual interest in activities involving money.

If you discover that your child has registered an account at Mitra138, please contact us immediately at support@mitra138.best. We will close the account and delete all associated data without delay.

7

Support Resources – You Don't Have to Face This Alone

Asking for help is not a sign of weakness – it is a sign of strength and wisdom. If you or someone you care about is struggling with a gambling problem, there are several support channels available in Malaysia.

Malaysia Problem Gambling Helpline

Free and confidential telephone counselling for individuals experiencing gambling problems and their family members.

1800-18-5060

Free & Confidential • 24 hours a day

Mitra138 Live Chat Support

Support team Mitra138 operating 24/7 can help you activate self-control tools, cooling-off, or self-exclusion immediately in Bahasa Melayu.

24/7 Live Chat

In-platform • Response <2 minutes

Mitra138 Support Email

For written requests or issues that require a more detailed discussion regarding your account or responsible gaming, email our team.

support@mitra138.best

Subject: "Responsible Gambling"

Professional Counselling & Support

Public health clinics across Malaysia offer counselling services for gambling-related issues. Your district social welfare department can also refer you to the appropriate services.

Public Health Clinic

Free for Malaysians

All conversations with the helpline and support team Mitra138 is strictly confidential. Any information you share will not be disclosed to anyone unless you explicitly request us to do so.

8

Mitra138's Commitment to Responsible Gaming

Responsible gaming is not just a small part of Mitra138 – it is a core value that shapes every product and business decision we make. Here are eight concrete commitments we make to every member:

1

Strict Age Verification

We do not permit any individual under the age of 18 to register or use the platform Mitra138 and we invest in ongoing verification systems to ensure this.

2

Easily Accessible Self-Control Tools

All self-control tools – deposit limits, loss limits, time limits, cooling-off, and self-exclusion – are available within every member's account and can be activated in under 2 minutes.

3

No Pressure on Players Who Wish to Stop

When a member requests a cooling-off period or self-exclusion, we action it immediately without attempting to persuade them to continue playing. Their decision is respected without question.

4

No Marketing Communications During Cooling-Off

Members who are in a cooling-off or self-exclusion period will not receive any promotions, bonus offers, or marketing communications from Mitra138.

5

Support Team Training

All members of our support team Mitra138 receive specialised training to recognise signs of problem gambling and to provide appropriate support, as well as refer members to professional help resources.

6

Consistent Responsible Gaming Messaging

Responsible gambling awareness messages – including age limit reminders, helpline numbers, and links to this page – are displayed consistently throughout the platform Mitra138.

7

No Exploitation of Player Vulnerabilities

Mitra138 does not use design techniques intended to exploit players' psychological vulnerabilities – no manipulated "near misses", no misleading messages about winning odds.

8

Continuous Review & Improvement

Responsible gambling policies and practices Mitra138 reviewed regularly and updated in line with the latest research, member feedback, and developments in the responsible gaming industry.

Mitra138 Responsible Gambling – Malaysia Safe Play Guide