1. PURPOSE & APPROACH

This policy sets out how Hittin It Big Competitions identifies and responds to indicators of player harm.

We operate as a small team and this policy is designed to be practical and actionable. Our approach is reactive to clear indicators rather than proactive surveillance of all player activity.

2. INDICATORS WE RESPOND TO

We take action when we become aware of clear indicators of potential harm. These are primarily identified through direct communication from players or obvious account issues.

2.1 Direct Communication (Primary Trigger)

The clearest indicators come from players themselves:

2.2 Account Red Flags

Issues that may indicate a problem when processing orders or handling support:

3. WHAT WE DON’T DO

To be clear about our approach and limitations:

• We don’t set arbitrary spending thresholds that trigger automatic interventions – people have different incomes and what’s affordable varies hugely
• We don’t monitor every player’s activity in real-time – we don’t have the resources and it would be disproportionate
• We don’t assume someone has a problem just because they play frequently or spend more than average
• We don’t make judgments about what players can or can’t afford

Our focus is on responding appropriately when clear indicators present themselves, not on surveillance.

4. HOW WE RESPOND

4.1 When a Player Indicates They May Have a Problem

1. Listen and take it seriously – don’t dismiss or minimise their concern
2. Offer practical help – self-exclusion, spending limits, cooling-off period
3. Provide support information – GamCare, National Debtline, Samaritans etc.
4. Action their request promptly – if they want to self-exclude, do it immediately
5. Confirm in writing – email them confirming what’s been done
6. Make a note – record the interaction in case of future issues

4.2 When We’re Unsure

If something doesn’t feel right but isn’t a clear indicator:

• It’s okay to ask “Is everything alright?” in a supportive way
• Remind them of responsible play tools available in their account
• Include support links in the response
• Don’t push or make assumptions

4.3 Serious Situations

In cases where there’s clear evidence of serious harm (e.g., player says they can’t pay rent, mentions self-harm, clear mental health crisis):

• Escalate to Eamonn immediately
• Suspend account pending review if appropriate
• Provide crisis support information (Samaritans: 116 123)
• Consider refund on case-by-case basis
• Document everything

5. TOOLS WE OFFER PLAYERS

Players can access these tools themselves via their account, or we can apply them on request:

All requests to use these tools are actioned within 24 hours (usually same day).

6. SUPPORT ORGANISATIONS

When appropriate, we signpost players to:

These are also listed on our Responsible Play page.

7. KEEPING RECORDS

When we intervene or a player raises concerns, we keep a simple record:

• Date
• Player (account email)
• What happened / what they said
• What we did
• Outcome

This can be as simple as a note in the customer’s account or a line in a spreadsheet. The point is having a record if questions arise later.

8. POLICY REVIEW

This policy is reviewed annually or if a significant incident occurs that suggests our approach needs updating.