Reality Checks and Game Reminders

1) Purpose and area

Reduce the risk of harm from overplay with regular and contextual reminders: time/loss progress, soft interventions, and quick access to limits/breaks. Coverage: Web/Mobile, Game Providers, Wallet/PSP, CRM/Marketing, CS, Risk/RG, Legal/DPO, Reporting.

2) Principles

Mindfulness> pressure. We report facts and choices, without manipulation.
Visibility and simplicity. Limits and Pause are available ≤ 2 clicks.
Adaptability. Intervals and content depend on behavior/risk and market requirements.
Evidence. All RC/reminders are in immutable logs with timestamps.
Privacy and respect. PII minimization, localization, and availability.

3) Roles and RACI

RG Lead - policies, intervals, texts/locales, metrics. (A)

Product/UX/Engineering - implementation of timers, banners, modals, API. (R)

Risk/Analytics - harm markers, dynamic triggers, A/B assessment. (R)

CS/CRM - communications, follow-ups, suppression marketing. (R)

Legal/DPO - compliance with norms/locales, privacy, language. (C)

Internal Audit - independent spot check. (C)

Exec Sponsor — «tone from the top». (I/A)

4) Types of Reality Checks and game reminders

1. Temporary RCs: every N minutes of an active session (for example, 30/60/120).
2. Financial RCs: when X% daily/weekly loss/deposit limit is reached.
3. Session: with continuous play> M minutes/hours; offering a break.
4. Behavioral: After a series of accelerating bets, lead cancellations, "near limit" events.
5. Deposit: before repeated deposit for a short window (friction-screen).

6. UX-memos: status bar of spending/time, banner "Set a limit," "Take a break."

5) Triggers and intervals (skeleton)

Basic: RC every 60 minutes; financial RC by 70% and 90% limit.

High-risk profile: RC every 30 minutes; additional reminders for any "near limit."

Transitions: after 3 RC without interruption - mandatory reality pause (for example, 2 minutes).
Deposits: 2nd deposit ≤ 60 minutes - friction screen with a history of spending for the period.
Night hours: Enhanced mode (short RCs, soft break offers).
Local norms: individual profiles by market (values in policy configuration).

6) Texts (no pressure) - examples

RC time:

💡 You play 60 min. Loss per session: €24. Want to take a break or set a limit?

RC Finance (70% limit):

💡 You've reached 70% of your daily limit. Choose: Take a break, Save limit, Tighten limit.

Friction before deposit:

💡 For the last hour: deposits - 2, net result - €35. We recommend a pause or limit. Do you want to continue?

After 3 consecutive RCs:

key> Evaluation Short Pause. Per session: time 2h 10m, net result - €48. Return to Play/Set Limit/Exit.

Formulations that push to continue ("a little more," "almost won back") are prohibited.

7) UX patterns and availability

Modal windows with a timer, three understandable buttons: Break, Limit, Continue.
Status bar (in the header/menu): time in session, net result, quick access to limits.
Modal focus trap (accessibility), keyboard control, voice acting for screen-readers.

No dark patterns: the same visual hierarchy of buttons, confirmation of the relaxation of limits - only after "cooling."

Localization and units: currency, date/time formats, 24-hour format.

8) Integrations and events

Game providers/aggregators: событие `reality_check` (payload: elapsed, net, stake_count), `session_pause`, `session_stop`.
Wallet/PSP: access to net result for windows (hour/day/week).
CRM: suppression for high-risk/multiple RCs; personalized notes without promo.
Feature Flags: Include RC profiles by market/A/B segment.

9) Data, privacy and logging

Data model (minimum):

`user_id, rc_type{time	finance	behavior	deposit}, rc_version, fired_at_utc, session_id, elapsed_min, net_result, threshold, ui_action{pause	limit	continue	dismiss}, followup_ticket_id, risk_profile, locale`.

Store only the necessary units; PII - separately.
Logs immutable (WORM), time in UTC; RBAC/ABAC access.
Retention: by RG policy/regulator (often 5-7 years).

10) Algorithms and logic

Rules: config engine (YAML/DB): intervals, thresholds, texts, locales.
Risk modulator: risk class ↑ → RC intervals ↓, friction screens are amplified.
Harmonisation with limits: RCs take into account current limits/timeouts/SE; the game cannot continue with active locks.
Anti-spam: RC merging with frequent triggers (debounce), but without missing critical ones.

11) KPI/KRI and dashboard

RC Coverage: The proportion of active players who received an RC by profile.
Time-to-RC: from the start of the session to the first RC (median).
RC Response Rate:% Action Break/Limit.
Limit Uptake: Conversion from RC → limit is set.
Repeat Harm Markers 30/90d: Decline after RC implementation.
Deposit Friction Impact: change in the frequency of repeated deposits ≤ 60 min.
Complaints Rate: complaints of obsession/incomprehensibility.
Auditability: RC share with correct log and links to game/wallet events.

12) Checklists

Before launch

Interval/threshold profiles by market agreed with Legal/RG.
UX copyright localized; texts without pressure.
ISP/Wallet/CRM integrations tested (pose/negative).
WORM logs, UTC time, GL/wallet reconciliation.
Accessibility: keyboard, contrast, screen-reader, mobile gestures.

In operations

Daily RC Coverage/Response Rate monitoring.
Checking friction-before-deposit on recharges.
suppression marketing for high-risk/frequent RCs.
Escalation in CS for players with N RC without interruptions.

Audit and improvement

Quarterly A/B interval/copyright tests.
Selection of logs: correspondence to game/wallet events.
CAPA for complaints/incidents (change texts/intervals).

13) Templates (quick inserts)

A) RC (60 min) modal

💡 You are in the game 60 min. Net result: - €18.
Break/Limit/Continue

B) Friction before deposit

💡 You topped up twice in the last hour. Result: - €27.
We recommend limiting your budget or taking a break. Do you want to continue?

C) SMS/Push (soft)

💡 Reminder: Play is fun. Consider a break or limit. Setup - in the profile.

D) Profile banner

💡 Control the game: Limits· Break· Self-exclusion

14) Interconnections

Responsible play and limits - politics and cooling.
Self-exclusion and account blocking - termination of the game/deposits.
Incident playbooks (RGs) - escalation for harm markers.
Regulatory Reports - RC/Session Downloads by Market.
Code of Ethics - correct wording and no pressure.

15) Technical skeleton

API: `POST /rc/fire`, `POST /rc/action`, `GET /rc/profile`, `POST /deposit/friction`.
События: `rc_fired`, `rc_action_taken`, `deposit_friction_shown`, `pause_started`, `limit_set`.
Storage: immutable logs, partitioning by date/market, validation of schemes in CI.
Feature Flags: `rc. profile. eu_60min`, `rc. profile. uk_30min`, `rc. deposit_friction. enabled`.

16) Risks and prevention

Ignoring reminders → mandatory pause after N RC; shorter intervals for high-risk.
Dark patterns → equal buttons, prohibition of distracting visual accents.
Unreliable amounts/time → binding to a wallet/aggregator, unit tests of calculations.
False positives → debounce/aggregation; manual reviews of extreme cases.
Privacy → aggregates instead of detailed PII; masking exports.

17) Implementation plan (30 days)

Week 1

1. Approve RC policy (intervals, thresholds, texts, locales, risk profiles).
2. Specify the model of events and data; coordinate with Legal/DPO.
3. Prepare UX layouts: modals, status bar, banners.

Week 2

4. Implement timers/events in the client and backend; integration with wallet/providers/CRM.
5. Include flags by market; write log/sum/time validation tests.
6. Train CS/CRM; release 1-page and answer macros.

Week 3

7. Pilot (5-10%): collect Coverage/Response/Complaints metrics.
8. A/B texts and intervals set up a high-risk profile.
9. Correct copyright/feedback timings.

Week 4

10. Full release; daily monitoring of KPIs and complaints.
11. Report to management; CAPA for log/wallet discrepancies.
12. Plan v1. 1: adaptive intervals, ML-module of risk, extension of locales.

CS/CRM cheat sheet (what to do tomorrow):

If the player sees RC often and does not take a break - offer a timeout/limit.
Any complaints of obsession - register; do not remove the RC at the player's request.
Keep the answers neutral, without pressure and without tipping-off.
Check the suppression of mailings from players with frequent RC and high-risk.