ShenPoker is committed to providing a safe, fair, and responsible gaming environment for every player in Malaysia. This page explains our responsible gambling tools, the warning signs to watch for, and where to get help if you or someone you care about needs support.
At ShenPoker, responsible gambling is not a compliance checkbox — it is a fundamental part of how we operate. We believe that the vast majority of our players enjoy online poker, sports betting, and live casino games as a form of entertainment: something to do during the EPL weekend, a bit of friendly competition on a Liga Super Malaysia match night, or a few hands of live baccarat to wind down. For those players, gaming is fun, social, and well within their means.
But we also know that for a minority of players, gambling can become problematic. Problem gambling affects individuals and families across Malaysia — in Kuala Lumpur, Penang, Johor Bahru, and everywhere else — regardless of income, background, or experience. It is not a character flaw; it is a recognised condition that responds well to early intervention and support.
ShenPoker's responsible gambling framework is built around three principles: prevention (tools and controls to stop problems before they develop), detection (monitoring patterns that may indicate distress), and support (clear pathways to get help, both within the platform and through external services). Every tool described on this page is available to all registered players at no cost, without judgment, and without any negative consequence to your account standing.
Responsible gambling starts with knowing your own boundaries. These principles apply to every player on ShenPoker, regardless of experience level.
Problem gambling rarely announces itself all at once. It typically develops gradually. Recognising the early warning signs — in yourself or in someone you care about — is the first step toward getting help.
Gambling with money meant for essential expenses — rent, groceries, utilities, or loan repayments.
Repeatedly trying to "win back" money lost in previous sessions — the classic loss-chasing pattern.
Hiding your gambling activity from family, friends, or colleagues, or lying about time and money spent.
Spending increasing amounts of time gambling, and feeling unable to stop even when you intend to.
Feeling restless, irritable, or anxious when not gambling, or when attempting to reduce gambling activity.
Borrowing money, selling possessions, or taking loans specifically to fund gambling activity.
You only gamble with pre-budgeted "entertainment money" and do not exceed that amount regardless of results.
You can take breaks — days or weeks without gambling — without feeling withdrawal, anxiety, or distress.
Gambling is one of several leisure activities in your week — not the dominant one or the one you think about most.
After losing, you accept the outcome calmly and do not feel compelled to immediately place more bets to recover.
You are open about your gambling activity with people close to you, and it does not cause conflict or concern.
Winning feels like a pleasant bonus, not a financial necessity — and losing does not ruin your mood or your week.
If you recognise more than two warning signs above, please reach out for support. ShenPoker's support team is available 24/7 at [email protected]. Malaysia's Talian Kasih helpline is reachable at 15999. You do not need to manage this alone.
All of the following tools are built directly into your ShenPoker account and are accessible at any time from your account settings — free of charge, no questions asked.
Set a maximum amount you can deposit into your ShenPoker account over a daily, weekly, or monthly period. Once your chosen limit is reached, deposits are automatically paused until the period resets. Reductions take effect immediately. Increases require a 24-hour cooling-off period.
Cap the maximum amount you can lose over a defined period. When your loss limit is hit, gaming activity is paused for the remainder of the period. This tool is particularly effective at preventing loss-chasing behaviour — one of the most common pathways into problem gambling.
Set a maximum session duration. When your time limit is reached, an on-screen alert will notify you. You can choose to receive alerts at regular intervals throughout a session as well — a "reality check" reminder that shows your time played and net wagering activity so far.
Take a temporary break from the Platform without committing to full self-exclusion. Cool-off periods are available for 24 hours, 72 hours, 1 week, or 1 month. During a cool-off, your account is suspended for gaming and deposits, though your account data and balance remain intact.
Request a formal self-exclusion from ShenPoker for a defined period (1 to 12 months) or permanently. During self-exclusion, your account is closed for play and deposits, and any remaining real-money balance is returned to you. Permanent self-exclusions are irrevocable. Contact support at any time to activate self-exclusion immediately.
Periodic on-screen pop-ups during your gaming session remind you of how long you have been playing and your net financial position for the session. Research consistently shows that regular reality checks help players maintain perspective and make more considered decisions about whether to continue or stop.
How to activate these tools: All responsible gambling controls are accessible from your Account Settings on the ShenPoker Platform. If you experience any difficulty activating a tool or need immediate self-exclusion, please contact our support team via live chat or email at [email protected]. Self-exclusion requests are processed immediately upon confirmation.
The following questions are adapted from responsible gambling self-assessment frameworks used by support organisations worldwide. Answer them honestly — this is for your own awareness, and no responses are recorded or sent to ShenPoker. If you answer "Yes" to three or more of these questions, we strongly encourage you to use one of our responsible gambling tools or reach out for support.
Have you ever spent more time or money gambling than you originally planned when you sat down to play?
Have you ever gambled to escape problems, relieve stress, or deal with feelings of loneliness, anxiety, or depression?
Have you ever gone back the next day, or shortly after losing, to try to win back money you had lost?
Have you borrowed money, or sold personal belongings, in order to fund gambling activity?
Have you felt restless, irritable, or unable to focus when trying to cut down or stop gambling?
Has gambling ever caused significant problems with your relationships, your work, or your financial wellbeing?
Have you kept your gambling activity secret from people who are important to you, or felt ashamed about how much you gamble?
If you answered "Yes" to three or more of the above, please consider using ShenPoker's self-exclusion tool or contacting one of the support resources listed further down this page. Reaching out early makes a genuine difference. You are not alone, and help is available in Malaysia right now.
ShenPoker strictly enforces a minimum age of 21 years for all account registration, deposits, and gaming activity. This is non-negotiable and is actively enforced through our KYC identity verification process.
Gambling at a young age significantly increases the likelihood of developing problem gambling behaviour later in life. ShenPoker takes this responsibility seriously — our age controls are not a formality, they are an active, enforced policy applied to every account.
If you or someone close to you is struggling with gambling, these organisations offer confidential, professional support. All contact details below are provided as plain text for reference.
Malaysia's national social welfare helpline operated by the Ministry of Women, Family and Community Development. Talian Kasih provides confidential counselling and referral services for individuals and families experiencing financial, emotional, or social difficulties — including gambling-related problems.
GamCare is a leading UK-based organisation providing information, advice, support, and free counselling for the prevention and treatment of problem gambling. Their resources and online support tools are available to players internationally, including in Malaysia, via their website and telephone helpline.
Gamblers Anonymous (GA) is a peer-support fellowship programme for individuals who wish to stop gambling. GA meetings operate on a 12-step model and are available in numerous countries, with online meeting options accessible to players across Malaysia. There is no membership fee or professional referral needed.
Befrienders Malaysia provides emotional support to individuals in distress, including those experiencing anxiety, depression, or crisis situations related to financial stress or gambling problems. Their volunteers are trained to listen without judgement and can provide referrals to professional services.
The Gordon Moody Association offers residential treatment programmes and online support for people with severe gambling disorders. Their services extend internationally and include counselling, group therapy, and a dedicated online community for people in recovery from problem gambling.
Our responsible gambling support team is available around the clock. Contact us to activate self-exclusion, set deposit or loss limits, request a cool-off period, or simply to talk through your concerns. All responsible gambling requests are handled confidentially and without judgment.
All contact details and organisation names above are provided as plain text for reference only. ShenPoker does not have an affiliation or commercial relationship with any of the external support organisations listed. We include them because they provide genuine, independent help to people who need it.
Beyond the tools and resources described above, ShenPoker makes the following formal commitments to every player on the platform:
If at any point you feel that gambling is no longer something you are in control of, please contact ShenPoker support immediately. We will activate self-exclusion on your account instantly, return your remaining balance, and point you toward the resources best suited to your situation. There is no waiting period, no cooling-off period, and no judgment. This is not just policy — it is the right thing to do.
If you are worried about a family member or friend who you believe has a gambling problem, the support resources listed on this page can advise you on how to approach the situation constructively. You can also contact Talian Kasih on 15999 — their counsellors are experienced in supporting families affected by problem gambling, not just the individuals themselves. In Malaysia's close-knit communities — from Bangsar to Penang's George Town — these conversations are often the turning point that makes a difference.
Gaming should always be enjoyable. If you have questions about our responsible gambling tools, need to set a limit, or want to learn more about what ShenPoker offers, our team is here around the clock.
For players aged 21 and above only. If you need immediate help with a gambling problem, call Talian Kasih on 15999. For account-level controls, contact [email protected] at any time. Also see our Terms & Conditions for full details on our responsible gambling obligations.