Play for Fun, Play Responsibly
Making the most of a safe and comfortable gaming experience
GALA SPINS RESPONSIBLE GAMBLING CHARTER
Welcome to the Gala Spins Responsible Gambling customer charter which aims to guarantee that our professional conduct and business behaviours are upheld to the very highest standards ensuring a fair and safe gambling experience to protect you when gambling online.
As an industry leader with a long and proud heritage, and working closely with organisations dedicated to your online gambling well-being, it’s important to know that Gala Spins will be proactive in making sure that you know and understand every aspect of playing responsibly and how to get help should you need it.
WE'RE NOT JUST HERE FOR YOU- WE'RE WATCHING OUT FOR YOU TOO!
As the world’s largest retail bookmaker and a leading provider of online gambling products, Ladbrokes Coral understands and places real value on the importance of responsible gambling. We want to lead the industry whenever we can when it comes to promoting responsible gambling to our customers.
ensuring our shops are well managed and safe;
having websites that are secure;
ensuring our gambling products are easy to understand;
providing the information and tools needed to gamble responsibly;
keeping young and vulnerable people away from gambling and not targeting them with our products;
advertising in a responsible manner;
managing our partners effectively;
watching out for customers that may be losing control of their time or money;
interacting with customers who may be experiencing harm;
working with relevant stakeholders to reduce gambling-related harm; and
keeping gambling FUN.
Our betting and gaming brands have a great heritage and are amongst the most trusted and respected in the industry. Our business has grown by always trying to give our customers the best experience we can, no matter when, where or how they choose to interact with us. We understand our customers and the vast majority of them enjoy their gambling in a safe and responsible manner.
However, for a small number of people, we know that gambling can cause personal, social, financial or health problems. We are committed to doing all that we reasonably can to encourage customers to gamble responsibly and to ensure those who develop gambling problems get the help they need. Key to this is being a company customers can trust.
This policy sets out how we, as an organisation, have committed to operate.
At the heart of our responsible gambling policy are three guiding principles that underpin our activity:
INFORM - We provide clear information and tools that allow customers to take informed decisions when gambling.
SAFEGUARD - We endeavour to help customers to keep control of their gambling and away from harm.
INTERACT - We interact with our customers when we believe there is the possibility of harm, encouraging them to reflect on their behaviour and moderate it where necessary.
Just as it’s important for our customers to enjoy their gambling, so too is it important for all our colleagues to understand their responsibilities when it comes to helping every customer have the best betting experience. At Ladbrokes Coral Group we believe being responsible is about:
To ensure we deliver against our promises, we have put in place a number of performance measurements and are setting targets for responsible gambling that we must deliver. To demonstrate the importance of this at Ladbrokes Coral, all of our senior leaders have remuneration linked to these targets, something that is unique in our sector.
The greatest protection, particularly for vulnerable people, is achieved when the industry acts together. Therefore, whenever we can, we promote dialogue and seek to build consensus around opportunities to raise standards of player protection and minimise the risk of gambling-related harm. That’s one of the reasons why we are proud to be founding members of the self-regulating industry body The Senet Group in the UK and why we aim to be leading participants in relevant trade bodies wherever we operate, in order to improve industry-wide approaches to advertising and promote responsible gambling.
Firstly, let’s be straight here. Gambling isn’t something to be ashamed of. It’s an exhilarating and potentially lucrative form of entertainment that brings joy to millions.
But as is the way in any walk of life, there are some situations which don’t always go to plan.
GALA SPINS WANTS TO MAKE SURE THAT YOU GET THE MOST FROM YOUR BETTING AND GAMING BY PLAYING RESPONSIBLY.
We are committed, therefore, to providing tools to help you manage your play, full access to every transaction you’ve made with us and information to show you when and how your play has changed. You will also have access to industry-leading tools to help you while you’re playing with us.
MANAGING YOUR PLAY
Gala Bingo would like you to enjoy your online gambling experience and we recommend that you follow these guidelines:
- Start by establishing limits for purchasing, wagering and even losses before you gamble and regularly check how much time and money you’re spending.
- Don’t play if it interferes with your daily responsibilities.
- Don’t play if you are in recovery for any dependency or are under the influence of alcohol or any other substance.
- Don’t play if your primary aim is to just win back your losses.
If you believe that your gambling is becoming an issue in your life rather than a form of entertainment, we will do all we can to help you.
KEEPING TRACK OF YOUR PLAY
You should always keep track of your spending and gaming time wherever you play and whoever you play with – and not just with us!
To see your full playing history with Gala Spins go to My Account where you have a full record of transactions, withdrawals and deposits. Your balance will always be available through the My Account menu and can also be seen at the top of all Gala Spins web and mobile pages.
Budget Calculator - one way of keeping tabs on your spending is using a simple budget calculator. Just by answering a few simple questions, this calculator can give you a true picture of what you spend on gambling.
Time and Money Diary - In a similar way to the Budget Calculator, a time and money diary can help you work out just how much time you spend gambling. Simply listing the days you play, what games you play, where and how often can make big difference to your perception of game time. The T&M diary is a 7-day (weekly) diary so when you select the first date, the date fields will be set for each following day for the week. If you didn’t play on a certain day in the 7 days following your first date, simply leave that row blank and move on.
Research has shown that when players make a decision on how much money they have available before they start playing, gambling problems are greatly reduced.
A Deposit Limit enables you to set a limit on the amount of money you deposit into your account on a daily, weekly or monthly basis and you can change your limit whenever you choose to.
You can access Deposit Limit functionality from ‘My Account’ (at any time), in the Cashier whenever you are making a deposit, and within the Registration process making it even easier for new players to start their gambling experience with Gala Spins as safely as possible.
To help you set limits that are right for you, you could refer to your Budget Calculator and/or your Time and Money Diary if you are using them.
SETTING DEPOSIT LIMITS
This facility - available through the 'My Account' section, in the 'Cashier or when registering an account enables customers to limit the amount of money that they are able to deposit into their account on a daily, weekly and/or monthly basis.
These amounts may be revised downwards at any time. Any request to increase your limit will need to be reconfirmed following a 24 hour “cool off” period. A pop up will be presented upon log-in asking you to confirm the request for a higher limit. This can also be confirmed within the My Account section of the website.
Please note that setting new limits for the first time will not take any previous deposits into account when calculating whether you can deposit. For example, if you deposit £20 then set a daily deposit limit of £10, you will be able to deposit £10 immediately afterwards should you choose to do so.
To give you even more peace of mind, we will let you know immediately should you try to set a limit incompatible with a previously set limit. Deposit Limits will be set to the calendar day/week/month so for example you can deposit at 11:59 pm (GMT) and again a minute after midnight if requested. Our Customer Service staff will be happy to provide any further information required but are unable to override limits set by customers.
Of course, you can close your account completely at any time.
WHY CLOSE YOUR ACCOUNT?
If you feel that gambling on any website is no longer a form of entertainment for you for whatever reason, and closing your account(s) is something you need to do for your peace of mind we will do so immediately.
DEPOSIT AND SESSION LIMITS
However, there are a number of other steps you can take first such as Play Breaks or Time Outs and using time and money budget tools that we provide to help you set Deposit and Session limits.
To help you set limits that are right for you, you could refer to your Budget Calculator and/or your Time and Money Diary if you are using them.
If these tools are not right for you and you’d still like to close your account, please contact Customer Services.
If you wish to take a total break from all gambling activity, a ‘Time Out’ period can be requested by contacting the Customer Service team by email, phone, or live chat.
You can request a Time Out for any period from 1 day up to 6 weeks.
If you are based within the UK, this will be applied only to your Gala Spins account.
If you are based outside of the UK, all online accounts that you hold with us (including Galacasino.com, Galabingo.com, Coral Online, Coral Connect (Multi-Channel & In Shop) and Coral Telebet accounts) will be suspended.
Once your Time Out starts you will not be able to cancel it.
Your account(s) will automatically be available to use when your Time Out expires.
Once a Time Out period has ended or been cancelled, your account will be ‘opted in’ to receiving marketing material again (if this was your previous preference). You can change your marketing preferences by contacting Customer Services at any time.
Self-exclusion is a formal process whereby you request us to prevent you from being able to access our products and services for a specified period between 6 months and 5 years.
We will take steps to close your account(s) for all UK brands within our group and remove your name and details from our marketing database(s) within 48 hours of receiving your self exclusion request. Please see here for a list of brands within our group.
Under such an agreement, we will 'close' any accounts you hold with us and return any remaining balance to you (any 'running' bets will continue in place and we will forward any subsequent winnings to you after the event is settled on request). Once you self-exclude, we cannot reverse this process for any reason and you may not apply to open new accounts. During this period we will not send you any marketing material and we cannot accept any deposits or bets. Please note however, that whilst your details will be removed from our mailing database this may not prevent you from receiving marketing material which is already in the process of being dispatched. We would ask you to please disregard any such material received accordingly.
Once the self-exclusion period has expired, your accounts will remain closed unless you contact us by telephone to reactivate (no other method of contact is permitted for this purpose).
Once a reactivation request has been received, we provide you with a further 24 hour 'cooling off' period.
Following the cooling off period, your account may be reactivated unless you contact us again within this period and request for your self-exclusion to remain in place for a further selected time frame.
Your account will only be 'opted in' to receive marketing material if you confirm this during the reactivation process or subsequently.
During a self-exclusion agreement, we will employ reasonable automated checks to ensure that you can no longer transact with any of our businesses. However, during your period of Self-Exclusion, you have an equal undertaking not to seek to circumvent the self-exclusion agreement by entering or continuing to participate in gambling and betting services via Gala Spins online operations, and/or land-based operations.
HOW TO REQUEST GALA SPINS GROUP SELF-EXCLUSION
To initiate self-exclusion, you will need to contact our Customer Services Team via email (firstname.lastname@example.org) or phone (0800 024 6908).
If calling outside of the UK + 44 (0) 203 938 0994) or live chat. Please ensure you include your username(s).
Your account will be frozen within 24 hours of your request and self-exclusion will be applied for the period of time you requested. Any associated accounts will be self-excluded within 48 hours of your request, for the same period of time.
If you wish to self-exclude without contacting a member of the Customer Services team you are able to do so while logged into your account. You will find this option within the Responsible Gambling tab of the My Account menu.
Once you have selected ‘Request Self-Exclusion’ you will be prompted to confirm that you wish to proceed with your Self-Exclusion.
You will need to select period for which you require self-exclusion (minimum 6 months, maximum 5 years). Note that you will be unable to reopen your account before you have completed the full period of exclusion. Any associated accounts will be frozen within 24 hours and have the same period of exclusion applied. A form will be sent to your email address which you must complete and return should you wish to exclude from any of the Coral Group shops.
Any remaining balance will be returned to you via your last payment method used. We will confirm to you by e-mail, using the email address registered for your account, that the self-exclusion is in place.
We would advise you to also self-exclude from all other operators.
HELP AND SUPPORT
For immediate help and support in confidence, please call the National Gambling Helpline free on:
0808 8020 133 (8:00am to midnight, seven days a week) or visit the website at www.begambleaware.org.
The Helpline is operated by GamCare, the leading provider of information, support and free counselling for the prevention and treatment of problem gambling. Further information is also provided on their website at: www.gamcare.org.uk where you can also participate in live chat or the netline.
If you feel that you have a problem, you could consider blocking access to all gambling sites from your PC by installing blocking software such as GamBlock which uses sophisticated tools to block all gambling sites and software.
Betfilter is specially designed to stop gambling. Betfilter has been tested on people with real gambling problems. The software is developed in close cooperation with Center For Ludomani in Denmark.
Gamban is a software product that blocks both online gambling sites and apps on computers, mobile phones and tablets. It works on all of the most widely used operating systems on computers like Windows and MacOS, and also on iOS and Android devices. Gamban offers a reliable and straightforward barrier to online gambling.
We have partnered with Gamban so you can use this software at no cost for 12 months. Please use this link to download and install the software.
RESPONSIBLE GAMBLING TRUST
The Responsible Gambling Trust is the leading charity in the UK committed to minimising gambling-related harm. As an independent national charity funded by donations from the gambling industry, the Responsible Gambling Trust funds education, prevention and treatment services and commissions research to broaden public understanding of gambling-related harm.
Gamblers Anonymous is a fellowship of men and women who share their experience, strength and hope with each other that they may solve their common problem and help others to do the same. GA offers the hand of friendship to anyone who is looking to try and stop gambling. Visit the website for details of a meeting near you.
GAMBLING THERAPY HELPLINE
Gambling Therapy is a free online service that provides practical advice and emotional support to people affected by problem gambling who reside outside Great Britain. Gambling Therapy is part of the Gordon Moody Association. Visit the website for chat and forums.
NATIONAL PROBLEM GAMBLING CLINIC
The National Problem Gambling Clinic’s mission is to advance existing models of treatment and develop new models of psychological therapies for gamblers.
They want to be an internationally recognised treatment and research centre of excellence for all those affected by pathological and problem gambling also publishing research to ensure that they are at the forefront of this field.
UK based helpline: 020 7534 6699 or 020 7534 6599
PREVENTING UNDERAGE GAMBLING
In the United Kingdom it is illegal for someone who is under 18 years of age to gamble.
Gala Spins is fully aware of its responsibility to prevent persons under the minimum permitted age gambling by accessing its gambling activities.
We make it crystal clear in our Terms and Conditions, and in the account registration process, that underage gambling is illegal, and that it will carry out verification checks to ensure that all account holders are at least 18 years of age.
We may also undertake a search with a third party for the purpose of verifying that you are 18 or over and we also inform potential customers that documents may be required to verify the customer’s age and identity.
Further information provided by Gala Spins in its webpages as regards underage gambling includes:
Notifying parents of filtering software available that can monitor or restrict access to material that is inappropriate for youngsters, and provides links in the Responsible Gambling microsite to the websites that provide this software
Requiring new registrants to affirm they are of legal age to gamble when they register
Logos (at the footer of all webpages, and the account registration page) specifying that the minimum age for gambling is 18, with links to this Responsible Gambling Microsite with information as regards underage gambling
There are a number of third party applications that parents or guardians can use to monitor or restrict the use of their computer's access to the Internet:
Netnanny - Filtering software protects children from inappropriate web content
Cybersitter - Filtering software allows parents to add their own sites to block
Cyberpatrol - Cyber Patrol monitors and manages online activity