Contents

• Fair and transparent terms and practices
• 1.
  General
• 2.
  Financial requirements
• 3.
  Protection of children and other vulnerable persons
• 4.
  ‘Fair and open’ provisions
• 5.
  Marketing
• 6.
  Complaints and disputes
• 7.
  Gambling licensees’ staff
• 8.
  Information requirements
• 9.
  Gaming machines in gambling premises
• 10.
  Assessing local risk
• Transparency
• Restrictions on withdrawing deposit and deposit winnings
• Promotional play restrictions
• Terms giving licensees undue discretion on their application
• Terms allowing licensees to confiscate customers’ un-staked deposits
• Free bets and account restrictions (in relation to sports betting)
• Compulsory publicity
• The right to vary a promotion
• Maximum withdrawal limits
• Account inactivity
• Identity verification
• Terms that allow winnings on open bets to be reduced
• Dispute resolution
• Glossary of terms

Identity verification

Do not:

Confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom on the basis that the consumer has failed to comply with any identity and/or age verification requirements set by the operator (including, but not limited to, a request to provide specific documents or information).

Use, enforce or seek to rely on any term in a consumer contract or consumer notice which has the object or effect of permitting the operator to confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom, on the basis that the consumer has failed to comply with any identity and/or age verification requirements set by the operator (including, but not limited to, a request to provide specific documents or information).

What you should do

Operators should not remove funds in a deposit balance if a player is unable to verify their identity.Only after a period of 12 months where the player has not been able to verify their identity can an operator make a reasonable periodic charge for maintaining the account.

However, before any such charges are made the operator needs to do the following:

The operator must have made several thorough attempts to confirm the player’s identity:

• the operator must have attempted to repay the deposit balance to the last payment method used
• any fee charged for maintenance of the account should be explained in the terms and conditions
• all reasonable steps should be taken to remind players a reasonable period beforehand (no less than 30 days) of the term and that the fee will be charged by a specific date.

A summary of the key points relating to the withdrawal of player funds

The LCCP states that as a minimum, remote operators will have to verify the name, address and date of birth or a player before allowing them to gamble.

It also states that before they deposit money, players should be informed of the types of identity documentation that might be required, the circumstances in which it would be required and how it would have to be provided to the operator.

What not to do

Terms should not allow operators to remove funds from an account if a player is not able to verify their identity.

A request made by a player to withdraw funds from their account must not result in a requirement for additional information to be provided if the operator could reasonably have expected to have requested this earlier.

Example of what not to do

"In order to make a withdrawal, you may be required to provide certain documents. If you do not provide this within fourteen days of our request, we may remove winnings and terminate accounts."

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Terms that allow winnings on open bets to be reduced