For agents: noticing a player in trouble
Agents often see problems before anyone else does. This guide covers what to look for, how to say no kindly, and how to protect yourself.
Your role
Why agents are in a position to notice
You see how often someone tops up, at what hour and how they react to a loss. That puts you in a position to notice patterns that family, and sometimes the player, do not. Applications such as MobCash make transfers quick, so the habit of pausing often has to come from the person on the other end of the message.
This guide is general. Your own program has its rules on age checks, limits and records; follow those first and confirm them with your program manager.
Signs
Signs a player may be in trouble
- Several top-ups a day, or more than the person used to make.
- Repeated requests straight after a loss, or late at night.
- Asking you to wait for payment, to add a little extra "just this once", or to lend.
- Using several agents so no one sees the total.
- Obvious distress, anger, intoxication, or talk of debts and desperation.
- Money that appears to belong to someone else, or to be borrowed.
Scripts
When to say no, and how
You are allowed to refuse, and doing so is often the kindest thing you can do. Keep it short, calm and about the situation, not about the person.
Under 18 or unclear age
Do not process it. Programs are for adults only.
Distressed or intoxicated
"Not tonight. Message me tomorrow and we will see."
Over their own limit
"You told me your limit was this. I will keep to it. If you want to change it, talk to me tomorrow."
Looks borrowed
"I cannot do this one. I am happy to help when it is your own money."
Protect yourself
Records and your own boundaries
- Keep clear records of each transaction as your program and local rules require.
- Never lend your own money to a player, and never bet with or against the people you serve.
- Do not accept credit, delayed payment or promises.
- Keep work hours: being always reachable is part of what puts players at risk.
- If you notice your own betting rising, step back from the work and talk to someone. Handling betting money every day is a risk factor in its own right, and agent work is not a treatment or a way out.
Next steps
Pointing someone to help
You do not have to counsel anyone. Share the help page, offer the self-check, and suggest they set a limit with the budget tool. One kind sentence from someone they trust can matter.