Latvijas Loto integrates Restart to support players returning from self-exclusion

Latvijas Loto, the national lottery operator of Latvia, has implemented Restart, a structured reinstatement guide developed by Sustainable Interaction, to support players who return to play after a period of self-exclusion.

Restart is a brief, educational tutorial designed to meet players at a critical moment: the point where they have chosen to self-exclude and are now considering a return to play. Rather than treating reinstatement as a simple administrative step, Restart guides players through reflective exercises and short video sequences that build self-awareness around gaming habits, risk levels, and the responsible gaming tools available to them. The programme concludes with the player making an active, informed decision about whether or not to resume gambling.

A key element of the implementation was aligning on when Restart should be presented. Short cooling-off pauses of one or two days serve a different purpose — they are preventive tools for players managing their play. Self-exclusion for a longer period, however, typically signals that gaming has already become problematic. 

Latvijas Loto chose to present Restart to players returning from self-exclusion periods of one month or more, ensuring the programme reaches those who stand to benefit most. 

The solution is fully branded for Latvijas Loto and integrated into the operator's existing reinstatement process, providing a seamless experience for players while giving the operator structured insight into the experiences and responses of returning players.

Paula Podoļska, Head of CSR and Quality at Latvijas Loto, commented:

"We wanted our reinstatement process to do more than reactivate an account — we wanted it to support the player. Restart gave us a structured, evidence-based way to do that. The collaboration with Sustainable Interaction was straightforward and focused, and the distinction between cooling-off pauses and longer self-exclusions helped us position the programme where it makes the most difference."