Supporters can now self-exclude from the Jumbo Lottery Platform (JLP) directly, giving them a way to take a break from play whenever they need to. Operators get full admin controls to apply, monitor, and lift exclusions, with capability-based permissions and a configurable minimum period built in.
Why this matters
Self-exclusion is a regulatory responsible play requirement. Previously, excluding a supporter's account and managing that process safely relied on manual workarounds. Now it's a built-in platform capability, with the right guardrails in place so exclusions are applied consistently and can only be lifted by an authorised operator.
What's new
Supporters can self-exclude themselves
Supporters can self-exclude at any time from My Account > Responsible Play, on web and in the iOS and Android apps.
Operators can self-exclude a customer from Admin
From a customer's profile, under Controls & monitoring, an operator with the right capability can self-exclude the account directly. A confirmation step makes clear the action can't be easily undone.
What happens when a self-exclusion is applied
Once active, the account itself stays intact (it isn't deactivated or archived, so the exclusion record is preserved), but the supporter is immediately signed out everywhere:
- They're logged out instantly on their current device, and automatically on all other devices
- They can no longer deposit or check out
- Recurring purchases and any active tickets that can be automatically cancelled are cancelled
- They're unsubscribed from all notifications
- Their details are added to the banned list, preventing them from creating a new account
- All trusted devices are removed from the account
- A transactional email confirms the self-exclusion has been applied
Logging in is rejected with a generic message that doesn't reveal the self-exclusion, protecting the supporter's privacy.
Lifting a self-exclusion is admin-only, and permission-gated
Only an operator can lift a self-exclusion — supporters can't lift it themselves. Two capabilities, plus the minimum period you configure, control who can do this and when:
- Lift self-exclusion: can lift once the minimum period has passed. Before that, the button is disabled and shows "Eligible for review in {time}".
- Lift self-exclusion (exception): can lift at any time, including before the minimum period has passed. Doing so shows an override warning in the confirmation.
An operator without either capability sees the remove self-exclusion button disabled, with a tooltip explaining it's unavailable for their role.
Once lifted, the account updates immediately: the self-excluded label is removed, the supporter's details come off the banned list so they can create a new account if needed, and a transactional email confirms the exclusion has been lifted.
Full visibility in the customer record
Both applying and lifting a self-exclusion add an entry to the customer's event history, so there's always a clear audit trail.
Customisable wording
All supporter-facing self-exclusion text can be edited in Admin > Content > Translations, under the self-exclude category.
Who this impacts
This is a responsible play feature relevant to every operator on JLP.
Admin setup
Self-exclusion needs to be enabled for your site before it can be configured. Contact your CSM to have it switched on.
Once it's enabled, set it up as follows:
- Go to Operations > Platform configs > Site config and search "self" to find Self-exclude Settings.
- Turn on Allow customers to self-exclude.
- Set the Self-exclusion unit and Minimum self-exclusion period, then save.
Note: To email supporters when a self-exclusion is applied or lifted, go to Admin > Marketing > Emails > System Emails and turn on both the Self-Exclusion and Self-Exclusion Lifted templates.