Pools believes that genuine entertainment must come with clear control. This page outlines our commitment, the tools we provide and the steps you can take to ensure your experience at Pools remains enjoyable and healthy.
A Message from Pools: If you or someone you know is struggling with a gambling-related issue, please contact our support team immediately at [email protected] or use our 24/7 live chat. We are here to help — not to judge. Responsible gaming is a shared commitment, and Pools takes this role seriously.
For Pools, responsible gaming is not merely a phrase written to satisfy operating requirements. It is the most fundamental value guiding how we design our platform, how we engage with our members and how we make every decision related to the services we offer to more than 500,000 members across Malaysia.
We fully recognise that online gambling — including slots, live casino, Live Dragon Tiger, Live Big Small, and all other games in the Pools collection — can deliver genuine excitement and entertainment when enjoyed responsibly. At the same time, we acknowledge that a small number of players may struggle to keep their gaming habits in check, and in those situations, Pools wants to be part of the solution — not the problem.
The Pools platform is built with responsible gaming at its core, not as an afterthought. That means self-control tools are easy to find, not buried deep inside layered menus. Our support team is trained to recognise early warning signs and respond with empathy. And our policies — from strict age limits to a straightforward self-exclusion process — are all designed to protect your wellbeing.
This section of the Pools platform is where you can find the information, tools, and support you need to keep your gaming experience a positive one. We encourage every Pools member to take a moment to read and understand the content on this page — not because it is required, but because it can genuinely help you enjoy our platform more wisely and sustainably.
Responsible gaming means approaching online casino games — whether slots like Caishen Advent and Olympus Glory, or live casino games like Pai Gow Poker — as a form of entertainment with a planned cost, not as a way to generate income or resolve financial difficulties.
Players who game responsibly at Pools typically share the following traits:
If you have read through the list above and found that some points no longer reflect your playing habits, don't panic — and don't feel ashamed. The first step is simply recognising that something needs to change, and that alone is a very good start. The next section of this Pools responsible gaming page will help you identify the warning signs to watch for and the concrete steps you can take.
Problem gambling rarely develops overnight — it typically builds gradually through shifts in behaviour that can be difficult to notice from the inside. Pools provides the following list of warning signs as a guide for honest self-reflection:
Pools provides five key self-control tools accessible directly from your account settings at any time, with no need to contact customer support. All limits you set take effect immediately upon saving.
Pools holds a special responsibility towards those who may be more vulnerable to the risks of problem gambling. This includes individuals who are new to online casino platforms, those going through financial or emotional hardship, and younger players who have just turned 18.
To protect these individuals, Pools has implemented several targeted measures:
If you suspect that someone you know — a family member or a friend — may be experiencing a gambling problem related to the Pools platform, you can contact our support team confidentially. We will take appropriate steps to help while respecting the privacy of everyone involved.
The following self-assessment questionnaire is a reflective tool designed to help you evaluate your own relationship with online gambling. Answer each question honestly — only you know the real answers, and no one else will see your results.
Select the answer that best describes your experience over the past 30 days:
Setting limits on your Pools account is straightforward and takes less than two minutes. Here is a step-by-step guide to accessing and using Pools' self-control tools:
Self-exclusion is an option for members who feel they need a complete break from the Pools platform in order to regain perspective and control. It is a brave and sensible step, and Pools fully respects the decision of every member who chooses to take it.
Pools offers the following self-exclusion period options:
During an active self-exclusion period, your Pools account will be fully blocked from all gaming activity. No games can be accessed, no deposits can be made, and no marketing or promotional communications will be sent to you. Any promotional emails that may slip through our filters can be disregarded — these occur for technical reasons and are not an invitation to return before you are ready.
To activate a self-exclusion, you can do so directly from the Responsible Gaming panel in your Pools account settings, or by contacting our support team via live chat or email at [email protected]. Self-exclusion requests are processed immediately, with no interrogation or attempt to change your mind — we respect your decision.
Pools is committed to connecting you with the support you need — whether that means speaking with our team or seeking professional help from a more specialised resource. Here is how you can get support:
Remember — acknowledging that you need help is not a weakness. It is a sign of remarkable strength and self-awareness. Many people who have faced issues with online gambling go on to make a full recovery with the right support at the right time. Pools wants to be part of that positive journey — not a barrier to your recovery.
For members seeking support through conversations with a mental health professional or licensed counsellor in Malaysia, we encourage you to contact your local public health centre or explore counselling services through the Ministry of Health Malaysia. The Pools support team can provide general information about available local resources upon request via email.
Recognise these signs in yourself or someone close to you — early awareness is key
Using money meant for bills, rent, food or family needs for gambling — or borrowing money from others for that purpose.
The urge to keep playing or increase bet sizes after a loss in hopes of winning back what was lost — a pattern that can quickly lead to even greater losses.
Planning to play for 30 minutes but finding yourself still playing hours later, or gaming late into the night in a way that disrupts your sleep and daily routine.
Hiding your gaming activity or the amount spent from a partner, family or friends — or lying about the time you spend playing online.
Using online casino games as a way to escape work stress, family problems, depression or anxiety — rather than as light entertainment.
Finding that the bet sizes that once provided excitement are no longer enough, and that larger wagers are needed to achieve the same feeling.
Having repeatedly intended to stop or cut back on playing, yet finding yourself returning to the platform — and feeling uneasy or restless when you are not playing.
Playing during work hours, neglecting professional or academic responsibilities, or losing focus on daily tasks because your thoughts are preoccupied with gambling.
All these tools are available for free in your Pools account — activate them now for a more mindful gaming experience
Set the maximum amount you can deposit into your Pools account within a daily, weekly, or monthly period. Once the limit is reached, any further deposit attempts will be automatically blocked by the system.
Takes effect immediatelySet the maximum amount you are willing to lose within a given period. Once the loss limit is reached, your playing session will be automatically ended with no way to extend it during that period.
Financial protectionLimit how long you can play in a single continuous session. Once the time limit is reached, the Pools platform will issue a warning and then automatically end the session to help you maintain a healthy balance.
Daily time controlAn option to take a short break from the Pools platform for 24 hours up to 30 days, without going through the full self-exclusion process. Ideal for members who simply need a brief pause to reset their perspective.
24 hours — 30 daysA serious self-exclusion option from the Pools platform for a period of 7 days to 12 months, or permanently. During this period, the account is fully blocked and no marketing communications are sent. Reactivation requires a review.
7 days — PermanentAccess a comprehensive view of your gaming activity within your Pools account — including deposit history, withdrawals, win and loss records, and session time analytics. Understanding your own patterns is the first step toward self-control.
Full TransparencyFour simple steps — less than two minutes from log-in to active limit
Open the Pools platform via your web browser or mobile device and log in using your phone number and password. Make sure you are on a secure internet connection.
Click on your profile icon or account name at the top of the Pools platform, then select "Account Settings" from the menu that appears.
Within the Account Settings page, look for and click on the tab or section labelled "Responsible Gaming" or "Play Controls" to access all available tools.
Select the type of limit you wish to set, enter a value that suits your budget and needs, then click "Save" or "Activate". Limits take effect immediately once saved.
Important Note: Lowering a limit takes effect immediately. Increasing or removing an existing limit is subject to a waiting period 48 hours — this is an important safeguard to ensure decisions are made calmly and not on impulse.
A simple guide to keeping your gaming experience positive and in control
Set a dedicated monthly entertainment budget specifically for playing at Pools — just as you would set aside money for any other leisure activity. This amount should be money you can genuinely afford to lose without any impact on your daily life.
Before starting any session at Pools — whether you're playing Hot Fruits, Panda Pow, or Live Dragon Tiger — decide in advance how long you'll play and stick to that decision, even if the session is going well.
Winning at Pools is a welcome bonus, not a guarantee or a source of income. Every game outcome is independent and random — don't let the expectation of a win drive your decisions.
The first sign that something is no longer healthy is when playing starts to feel like stress or an obligation. If you are gaming to forget your problems or feel like you cannot stop, it is time to take a break and act.
Six concrete commitments that set Pools apart in Malaysia's online casino industry
Pools enforces an age-18-and-above verification at registration and conducts a comprehensive KYC process. Our platform is inaccessible to minors — this is not merely a requirement; it is our moral responsibility.
The Pools system continuously monitors betting patterns to identify changes that may indicate risky behaviour — such as sudden spikes in deposits or unusually long sessions.
Pools does not send promotional offers to members who are under self-exclusion or who have set strict limits. Our marketing communications never target vulnerable individuals or use manipulative tactics.
All Pools support team members undergo regular training on how to identify signs of problem gambling and respond with empathy, professionalism, and without any judgment.
Unlike other platforms that bury responsible gaming tools deep within layered menus, Pools places all self-control tools in a clear, easily accessible location within every account.
When you request a self-exclusion, Pools will not attempt to talk you out of it, offer bonuses as an incentive to stay, or send communications encouraging you to return before you are ready.
Answers to the most frequently asked questions about responsible gaming at Pools
Pools is committed to always putting our members' well-being above everything else. We will continue investing in better self-exclusion tools, more comprehensive team training, and stronger protective policies — because we believe the best entertainment platform is the one that takes responsibility most seriously.
Join over 500,000 Malaysian members enjoying more than 200 premium games at Pools safely and responsibly. Register today and make full use of all our free self-control tools — because the best gaming experience is one you are entirely in charge of.