For most individuals gambling is a fun and social leisure activity but, it is recognised that for the minority, gambling can become an addictive behaviour which can lead to a range of problems for individuals and their families.
To meet our social and regulatory responsibility, we aim to provide information, advice and gambling management facilities to allow our customers to manage their gambling.
You can find full details below or contact Customer Services for further assistance.
Email: firstname.lastname@example.org or via 24/7 live chat.
Our staff are here to help you – All our staff who deal with customer accounts are trained in social responsibility and responsible gambling awareness.
1. Before You Open an Account
If you are aware that gambling is having a negative impact on your life, or if you cannot afford to lose the money you plan to gamble with, we strongly recommend you consider your position and that you do not register or gamble on our website.
2. Staying in Control
If you become aware that gambling is having a negative impact on your life, we strongly recommend you take positive action and to control or prevent you gambling. Please bear in mind that;
• Gambling is a form of leisure
• Gambling is not a way to escape problems
• Gambling is not a way of making money
• You should only gamble with money you can afford to lose
• You should never chase your losses
• You should keep track of your spending (you can find this easily in Your Account history)
• Be sure of the odds/probabilities of winning and losing
• You can use the tools we offer to help you stay in control
We provide a set of tools to assist our customers with managing their gambling. We encourage you to make use of these tools which are easily available via My Account > Settings > Responsible Gaming.
3. Gambling Management Facilities
3.1 Reality Check
The reality check tool helps you keep a check on the length of time you have spent playing.
You can apply this function via My Account > Settings > Reality Check; or by contacting Customer Services.
This will remind you how long you have been playing – A reminder will appear on the screen and this will give you the option to continue playing or exit the game.
3.2 Deposit Limits
You can control your betting by setting a maximum limit on your daily, weekly or monthly deposits.
You can apply your selection via My Account > Limits or by contacting Customer Services.
• You can increase or decrease your deposit limit at any time.
• If you increase your deposit limit we are required by law to apply a 24hour cooling-off period, before making the change.
• If you wish to apply deposit limits to multiple accounts, please enter these on each site or contact Customer Services.
If you feel you need a break from gambling, you can apply a Time-out to your account.
You can apply your selection via My Account > Self-Exclusion > Timeout; or by contacting Customer Services.
• Time-outs can be applied for 24hours, one, two, three, four or five weeks, up to a maximum of six weeks.
• Once the time-out period has ended, Your Account will automatically re-open.
If you feel you need to take a longer break from gambling, you can choose to Self-exclude from our sites. Self-exclusion can be applied for a period at your discretion six (6) months or more. You may also choose to self-exclude from our site permanently.
By taking this option you will not be able to access your account until the expiry of the self-exclusion period. If you select to self-exclude from our site permanently you will be unable to re-open your account at any point in the future.
You can apply your selection via My Account > Self-exclusion > From the Website; or by contacting Customer Services.
If Self-exclusion is applied using the automatic online tool this will apply immediately.
You may also request self-exclusion by contacting Customer Services this will be applied manually, this will be applied to your account within 2 days.
During a self-exclusion period we will do everything we can to prevent a new account from being opened with the same personal details. You will not receive any promotional or marketing materials from us and you will have to contact us to re-open your account once the self-exclusion period has expired. After you have notified us of your wish to re-open a previously self-excluded account we will only do so after a 24-hour cooling off period.
When self-excluding, any funds held on your account will be returned to you. Unsettled bets prior to event start time will remain valid and the stake will not be returned to your account. Any event in-play or started cannot be voided.
3.4.1 Self-exclusion - Joint Commitment
Our self-exclusion facility involves a joint commitment between Us and You where you have decided to use this facility.
o We will take reasonable steps:
1. to prevent you re-opening your Account, or
2. opening a new Account
1. must not attempt to re-open your Account
2. will not attempt to register another account with Us during your period of self-exclusion
3. agree that where you hold more than one account across our brands and you have self-excluded from one account, you will not access the other account(s)
We shall not be liable for any losses you may suffer if you deliberately circumvent these self-exclusion procedures (which are for your benefit). You also have a duty to inform us as soon as practicable of any errors or omissions in respect your self-exclusion or of any player protection mechanisms we make available to you.
If you do not inform us when you so become aware of such errors or omissions, then we shall not be liable for any losses which you may suffer, and we are entitled to use your course of conduct and any failure on your part to mitigate our position.
4. Closing your Account
If you wish to close your account for any other reason, please contact Customer Services for further assistance.
5. Under Age Gambling
It is illegal for anyone under the age of 18 to gamble on our website and we do not permit anyone under the age of 18 to register. We have verification systems in place which will aid us in preventing any such registration. No winnings will be paid to any player who is found to have abused this and we reserve the right to report any such person to the authorities.
We may as part of our normal sign up checks, ask to see your identity documents to verify your age. Until we receive your documents you will be unable to use our site. Where we establish a customer is under 18, we will refund all deposit(s) only and any winnings would be forfeited.
To prevent underage and problem gambling, the following websites can be used to add usage controls or restrict access to parts of the internet:
6. Further Assistance
Help is available through confidential professional organisations and we would recommend you seek additional support and advice from one of the recognised gambling support agencies.
The following websites offer advice and guidance:
Dated: 2 January 2019