Responsible Gaming

1. Our Commitment

Gambling is entertainment. It is not a way to make money, and it is not a solution to financial difficulty.

SHINDIVO is operated by Shop and Deliver Limited under Gambling Regulatory Authority of Kenya licence numbers BK-00011111 and PG-0001110. Promoting responsible gambling is a condition of that licence, not a courtesy.

We publish this policy, display responsible gambling messages across the platform, and train our staff to recognise problem gambling and to deal with players who may be affected.

We would rather lose a customer than keep one who is being harmed. Where the signs are clear, we will act whether or not you have asked us to.

2. Strictly 18+

You must be eighteen or older to open an account, to bet, or to play any game on this platform.

We verify identity, age and location before an account is activated and before we accept any deposit, using reliable and independently verifiable sources.

Where an account is found to belong to a person under eighteen, it is closed, the bets are void, the deposits are returned, and no winnings are paid.

Our advertising does not target or appeal to children, does not use cartoons or child-oriented imagery, and carries the minimum age requirement.

If you share a device, protect it. Do not save your password in a shared browser, and consider software that blocks gambling sites on devices used by children.

3. Signs of a Problem

Betting more than you planned, or more often than you planned.

Chasing losses: betting to win back money you have lost, rather than because you wanted to bet.

Borrowing money to gamble, or gambling with money meant for rent, food, school fees or bills.

Hiding how much you bet from family or friends, or lying about it.

Feeling anxious, irritable or low when you are not gambling, or being unable to stop once you start.

Gambling getting in the way of work, study, sleep or relationships.

If several of these are familiar, treat it seriously. The tools below are there to be used, and help is available.

4. Deposit, Loss and Spending Limits

You can set a limit on how much you deposit each day, each week and each month, from the responsible gaming section of your profile.

You can also set loss, session and expenditure limits, so that the account stops you before your own judgement has to.

A limit you lower takes effect immediately. A request to raise or remove a limit takes effect only after a waiting period, so that the decision is not made in the middle of a session.

Limits apply across the account, to sport and casino alike. They cannot be bypassed by opening a second account, and opening one is a breach of our Terms.

We also provide a player savings tool, so that money you set aside is held apart from your betting balance.

5. Reality Checks and Session Time

You can set a reality check that interrupts play at an interval you choose and tells you how long you have been playing and what you have staked.

Your full transaction and betting history is available in your profile at any time, so that you can see what you have actually spent rather than what you remember spending.

We recommend deciding how long and how much before you start, and treating the reality check as the end of the session rather than a prompt to continue.

6. Taking a Break and Self-Exclusion

You can take a break, or exclude yourself, from your profile in real time. The shortest exclusion available is twenty-four hours; longer periods and permanent exclusion are also available.

During an exclusion you cannot deposit or bet, and we do not send you promotional messages. Your confirmed balance is returned to you.

An exclusion cannot be reversed before the period you chose has ended. That is the point of it: it protects the decision you made when you were thinking clearly from the decision you might make later.

Kenya operates a national self-exclusion register maintained by the Authority. You may apply to the Authority to be excluded from all licensed operators at once, using the form the regulations prescribe, and our systems check that register.

A person entered on the national register may not place a bet, open an account, receive promotional material or claim winnings from any licensee, including us.

Where a bet is accepted from a self-excluded person, stakes are refunded and any winnings are forfeited to the Authority. We report attempted gambling by self-excluded persons to the Authority as the regulations require.

A permanent self-exclusion may be reviewed by the Authority only after the minimum period the regulations set, on application to the Authority.

7. Exclusions We Initiate

We may exclude you where we reasonably believe that you show signs of compulsive or harmful gambling, that you are gambling beyond your apparent means, that you pose a risk to the integrity of gambling, or that you lack legal capacity to gamble.

An exclusion of this kind is documented in writing with reasons, is proportionate to the risk identified, is reported to the Authority within twenty-four hours, and is subject to review by the Authority.

Where we exclude you, your confirmed balance is returned to you. Exclusion is a protective measure; it is not a way of keeping your money.

A family member or other interested party may also apply to the Authority for a person to be excluded where gambling has caused or is likely to cause serious financial hardship, where dependants are at risk, or where the person lacks capacity. The Authority decides such applications, and we act on its order.

8. Closing Your Account

You can ask us to close your account at any time, for any reason or none.

We return your confirmed balance to a payment method in your own name, subject to the verification the law requires before any payment.

Closing an account is not the same as self-exclusion. If your reason for closing is that gambling is causing you harm, choose self-exclusion instead, so that the block is enforced and not merely requested.

We keep the records the law requires us to keep after closure, as described in our Privacy Policy.

9. Where to Get Help

If gambling is affecting your life, talk to someone. Help is more effective early, and asking for it is not a failure.

Kenyan support is available through the helpline the operator publishes for this platform, and through the public-awareness resources the Authority publishes on self-exclusion, responsible gambling and the rights of winners.

Your doctor or a counsellor can help, and gambling harm is treated like any other health matter, in confidence.

Speak to family before the money is gone, not after. Practical steps help too: remove saved card and mobile money details, set limits while you are calm, and ask someone you trust to hold you to them.

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10. Protecting Vulnerable People

We take steps to ensure that children and other vulnerable persons are not harmed or exploited by our operations.

We do not offer alcohol or any similar inducement to encourage gambling, and we do not present gambling as a source of income or as a solution to a financial problem.

Our advertising is approved before publication as the regulations require, does not use celebrities or testimonials, and carries the age restriction and a responsible gambling message.

Staff are trained to recognise problem gambling and to deal with players who may be affected, and we act on what they report.

We do not extend credit for gambling, and Kenyan law prohibits us from doing so. You may only bet with money already in your account.