How to fix a frozen device

My parents own this tablet they haven't had it long and my mother was playing a game on it and its frozen completely. You can't exit the game or anything and it won't turn off at all its just stuck on the game no sound or anything. Its been this way for a little while now and is getting warm please advise what to do and what could of caused it.

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1. Take the battery out.

2.Wait for 30 seconds then reinsert it.

3.Power on your device while Pressing and holding Volume up and Power key at the same time.

4. Select "wipe data/factory reset" by using your "Volume" keys and "Power" button to enter that option.

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