At Hengong, responsible gambling is not a policy box to tick — it is a core principle that shapes how we design every feature on our platform. If gaming stops being fun for you, we want to be the first resource you turn to for help. Our tools are available to every registered player, at no cost, at any time.
The vast majority of players who use Hengong enjoy online gaming as a healthy form of entertainment — a way to unwind after work, follow live football on Liga Super Malaysia or the EPL with added stakes, or try their luck on a new slot title over the weekend.
For a small number of players, gambling can shift from entertainment into something more problematic. This transition can be gradual and is not always obvious to the person experiencing it. That is why Hengong has invested in a full suite of responsible gambling tools — not because we are required to, but because we genuinely believe it is the right way to operate a platform that Malaysian players can trust long-term.
Every registered player on Hengong — whether you are in Kuala Lumpur, Penang, Johor Bahru, or anywhere else in Malaysia — has free and immediate access to every tool described on this page. No waiting period, no administrative hurdles, no judgement.
Remember: Every game on Hengong is determined by certified Random Number Generator (RNG) technology. There is no guaranteed strategy, system, or pattern that can overcome the house edge over the long run. Please gamble with this in mind.
All tools below are available free of charge inside your Hengong Account settings. No approval process is required — changes take effect as described for each tool.
Cap the total amount you can deposit within a rolling daily, weekly, or monthly window. Once a limit is reached, further deposits are blocked until the period resets. Limit reductions take effect immediately; limit increases require a mandatory 24-hour cooling-off review period.
Available NowSet a maximum net loss threshold per day, week, or month. When your net losses reach the cap you have set, your session is automatically ended and further play is locked for the remainder of the period — protecting you from losses that exceed your pre-set tolerance.
Available NowSet a maximum continuous session duration — from 30 minutes to 8 hours. When the time limit is reached, you will receive an on-screen prompt asking whether you want to continue or end your session. This nudge alone has been shown to significantly reduce unintended extended play.
Available NowConfigure pop-up reminders at 30-minute, 1-hour, or 2-hour intervals during any session. Each reminder displays your session duration, net win/loss for the session, and provides clear options to continue or stop. Designed to counteract the "time distortion" effect common in immersive game environments.
Available NowTake a short break from the platform without committing to permanent exclusion. Choose a cool-off period of 7, 14, 30, or 90 days. During this period your account is suspended — no logins, no deposits, no bets. The cool-off is activated immediately and cannot be shortened once set.
Immediate EffectIf you feel you need to stop gambling entirely, you can permanently exclude yourself from Hengong. Permanent self-exclusion is irrevocable — once submitted, the request cannot be reversed under any circumstances, and the account cannot be reopened. We take this measure very seriously. Your remaining real-money balance will be returned to you after the exclusion is confirmed.
Permanent & FinalAccess your Hengong account from any device. All responsible gambling tools are accessible without needing to contact support first.
Navigate to the Account Settings section and select the "Responsible Gambling" tab. All available tools are listed here in one place.
Select the type of limit, enter your desired amount or duration, and confirm. Reductions take immediate effect. Increases require a 24-hour waiting period for your own protection.
You will receive an email confirmation of any limit change to your registered address. If you receive a confirmation email for a change you did not make, contact our support team immediately at [email protected].
Important: If you are in immediate distress about your gambling and need to stop now, you can request a cool-off or self-exclusion by emailing [email protected] directly from your registered email address. Include "URGENT EXCLUSION REQUEST" in the subject line. Our team will action this within 1 hour, 24 hours a day, 7 days a week on Malaysian Standard Time (MST).
Via Account Settings or email to [email protected] from your registered address.
Your account is locked within minutes of the request being processed. Login is disabled and all pending bets are settled normally.
You receive a written confirmation of the exclusion to your registered email address, including the effective date and duration (or permanent status).
All promotional emails, bonus notifications, and marketing SMS messages are suppressed from the moment of exclusion. You will receive no further promotional contact from Hengong.
Any real-money balance will be returned to your verified payment method after a standard identity check, typically within 3–5 business days.
Problem gambling can develop gradually. The following are recognised warning signs that gambling may be having a negative impact on your life or the life of someone you care about. If several of these apply to you, we strongly encourage you to use our self-exclusion tools and reach out for professional support.
Spending more money on gambling than originally intended, or exceeding self-set limits regularly.
Feeling the urge to increase bet sizes to experience the same level of excitement as before.
Repeatedly trying to "chase" losses — placing more bets in an attempt to win back money already lost.
Lying to family members, friends, or your employer about how much time or money you spend gambling.
Borrowing money from family, friends, or financial lenders to fund gambling activity.
Using gambling as the primary way to cope with stress, anxiety, depression, or boredom.
Neglecting work, study, family responsibilities, or personal health to spend more time gambling.
Feeling irritable, anxious, or restless when attempting to reduce or stop gambling.
Making repeated unsuccessful attempts to cut back, control, or stop gambling.
Continuing to gamble despite awareness of the financial, emotional, or relationship harm it is causing.
Thinking about gambling constantly — including during work, family time, or while trying to sleep.
Having arguments with family or close friends about the amount of time or money spent gambling.
If you recognise several of these signs in yourself: Please act now. You can activate a cool-off or self-exclusion directly from your Account Settings, or contact our support team at [email protected]. Help is also available from the professional resources listed in the Support section below — confidential, free, and accessible across Malaysia.
The questions on the right are adapted from internationally recognised problem gambling screening tools. They are for personal reflection only — not a clinical diagnosis. Answer honestly to get a clearer picture of your current relationship with gambling.
If you answered "Yes" to 3 or more of these questions, we strongly recommend exploring the support resources on this page. A pattern of "Yes" answers is a clear signal that gambling is no longer staying within healthy boundaries.
If you answered "Yes" to 5 or more, please consider contacting a professional support service as soon as possible. The organisations listed in the Support Resources section below can help — all contacts are confidential.
You are not alone. Problem gambling affects people from every background and income level. Reaching out early significantly improves outcomes. The tools and support resources on this page are here for you whenever you need them.
This self-check is for personal reflection only and does not constitute a medical or clinical assessment.
The following organisations provide confidential, professional support for individuals and families affected by problem gambling. All contacts below are text-only references — please search the organisation name to find their current contact details.
Malaysia's national welfare helpline operated by the Ministry of Women, Family and Community Development. Provides free, confidential telephone counselling for individuals and families experiencing personal or social crises, including those affected by problem gambling.
Hotline: 15999 (24 hours)An internationally recognised organisation providing information, advice, and support for problem gamblers and their families. GamCare operates the National Gambling Helpline and provides free counselling services and online support forums accessible from Malaysia.
Search: GamCare online supportA fellowship of men and women who share their experience, strength, and hope with each other in order to recover from and stop gambling. Gamblers Anonymous follows a 12-step recovery programme with regular meetings available in Kuala Lumpur and online internationally.
Search: Gamblers Anonymous MalaysiaProvides awareness, education, and advocacy for mental health issues in Malaysia — including compulsive gambling as a recognised behavioural health condition. Can assist with referrals to certified counsellors and psychiatrists in major Malaysian cities.
Search: Mental Health Foundation MalaysiaA volunteer-based emotional support service available in Kuala Lumpur, providing confidential support to anyone experiencing emotional distress, including stress and anxiety related to financial difficulty caused by problem gambling.
Search: Befrienders Kuala LumpurOur own responsible gambling support team is available 24/7 on Malaysian Standard Time (UTC+8). We can activate limits, cool-off periods, or permanent self-exclusion immediately. For urgent requests, include "EXCLUSION REQUEST" in your email subject line.
[email protected]We will never market gambling as a way to make money or solve financial problems.
We will enforce the 21+ minimum age requirement at all stages of the player journey.
We will provide all responsible gambling tools free of charge with no waiting period for initial activation.
We will immediately suppress all marketing to any player who activates a cool-off or self-exclusion.
We will honour permanent self-exclusion requests unconditionally and without any attempt to reverse them.
We will signpost professional support resources prominently throughout the Platform and in all responsible gambling communications.
We will train our support team to recognise indicators of problem gambling and respond with empathy and without judgement.
We will review and update our responsible gambling tools and policies regularly to reflect best practices in player protection.
Hengong is here for entertainment. When gaming stays fun and within your budget, it is a great experience. Set your limits, use the tools available, and remember that help is always here if you need it. For players aged 21 and above only.