Ember is committed to endorsing responsible gameplay as a policy of customer care and social responsibility. We believe it is our responsibility to you, our customers, to ensure that you enjoy your experience on our platforms while remaining fully aware of the potential risks associated with mobile gameplay if you don't remain in control.
To ensure that you continue to enjoy safe and manageable play, we fully support responsible gameplay and have implemented measures to assist customers in maintaining control over their play. We reserve the right to activate these measures unilaterally if, at our sole discretion, we consider them necessary.
1. Overview
For most people, playing computer and mobile games is an enjoyable leisure and entertainment activity. However, for some, playing computer and mobile games can have negative impacts. As a result, we have developed this policy to communicate our approach to responsible gameplay and minimizing harm to customers who may be vulnerable to playing computer and mobile games.
2. Customer Care Principles
At Ember, we strive to be an industry leader in providing a safe environment for our customers. We actively encourage and promote responsible gameplay practices and provide tools to assist our customers in maintaining control of their gameplay.
3. Minors
At Ember, we are committed to protecting minors by actively taking steps to exclude them from using our platform. Our services are designed to appeal to and be used by persons who are at least 21 years old.
OUR SITE AND MOBILE APP IS INTENDED TO BE USED ONLY BY PERSONS OVER 21 YEARS OF AGE AND IS COMPLETELY OFF LIMITS TO PERSONS UNDER 21. IF YOU ARE UNDER 21, DO NOT TRY TO ACCESS OR USE OUR MOBILE APP.
4. Filtering Options and Account Security
Filtering and account security options, such as multi-factor authentication, can be enabled to help prevent unauthorized persons from entering Ember or gaining access to your account. If minors or other unauthorized individuals have access to the device you use to access Ember, we strongly encourage you to use multi-factor authentication and filtering software to secure your account and prevent unauthorized access.
PLEASE CONTACT US IF YOU HAVE ANY QUESTIONS ABOUT USING THE FILTERING AND ACCOUNT SECURITY OPTIONS AVAILABLE.
5. Additional Help
If you need assistance, please contact our support team at [email protected]. One of our agents will provide you with details of associations and help resources available in your country.
6. Break-in-Play
Should you need a short break from Ember, you can set a break for the following periods:
24 hours
48 hours
7 days
30 days
2 months
3 months
You can email support at [email protected] to set a break on your account. During the break, you will still be able to log in and make redemptions, but you will not be able to use your account for gaming, claim daily bonuses, or claim reload bonuses. It will not be possible to reactivate your account until the chosen period has ended.
Ember reserves the right to activate any of the above measures, including Break-in-Play, or self-exclude a user's account should we, at our sole discretion, determine that online gaming may not be safe for the user to continue.
7. Self-Exclusion
If you are concerned about your gaming activity and believe it has negatively affected your personal well-being (emotional, financial, physical, or mental), please consider entering emailing support at [email protected] for a self-exclusion.
Ember is committed to providing customers with an enjoyable and safe gaming experience. If you choose to enter a self-exclusion, you can tell support for how long you want your account to be self-excluded immediately for the chosen period (e.g., 6 months, 1 year, or indefinitely).
When you self-exclude your account:
You will not be able to log in, play, or redeem prizes.
You will not be eligible to re-open your account until the chosen self-exclusion period expires.
An indefinite self-exclusion imposes a minimum period of 6 months. After 6 months, your account may be reviewed for reactivation subject to a formal return-to-play review.
During the self-exclusion period:
Purchases will not be permitted.
You will be unsubscribed from all marketing materials.
No access will be permitted to Ember’s games or chat forums.
8. Account Closure
Ember provides the option to close your account indefinitely. Upon request via our support [email protected] email, we will ensure that your account remains closed indefinitely.
Reactivation
If you wish to reactivate your account, you must submit a formal written request via email. A minimum of 24 hours must pass from the time of closure before your account may be reopened, subject to internal checks. Ember reserves the right to close a customer’s account at any time.