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

Maximum withdrawal limits

Do not impose, use, enforce, or seek to rely on any term in a consumer contract or consumer notice which has the object or effect of imposing any maximum limit on the amount a consumer may withdraw from their Deposit Balance.

What you should do

Players are entitled to withdraw money from their deposit balance, including their winnings, at any time. Operators must allow players to withdraw funds from their deposit balance and there must be no term in place that restricts this.

We recognise that numerous small withdrawals can be costly for an operator and, therefore, operators are not prevented from deducting a cost-reflective processing fee for withdrawals. However, this must be made clear to players before they deposit.

Any charges must not exceed the direct cost of processing a withdrawal, and any limit on the size or number of withdrawals must be reasonable.

This does not prevent operators from promptly conducting any identity verification or other checks prior to withdrawal as strictly necessary to comply with General Regulatory Obligations.

What not to do

• there must be no restrictions on the maximum amount of money a player can withdraw at any time
• players must not be charged if they wish to withdraw the entirety of their deposit balance
• the withdrawal of funds must not prompt an operator to request this information
• further information about this follows in section 4 and in the information we have published in our response to the consultation on age and identity verification.

Example of what not to do

"You may withdraw up to £50 per day and up to £500 per week"

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Account inactivity