Due to the impact Covid-19 is having on operations across the UK we have had to reduce our phoneline opening hours.

Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm.

The contact us service is also available for answers to common questions and we will aim to respond to these enquiries as quickly as possible.

If you have a question about your gambling, or the gambling of someone close to you, our FAQs from gambling consumers during lockdown may provide valuable information. Our what we do page also provides an overview of the types of queries we are able to help consumers with in the first instance.

The National Gambling Helpline is also available 24 hours a day, seven days a week through GamCare. It is there to support those suffering from gambling problems or those concerned about the affect gambling is having on people close to them. You can call them free on 0808 8020 133, or visit gamcare.org.uk.

If you are a gambling operator please read our Frequently Asked Questions for gambling businesses.
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Fair and transparent terms and practices

You must treat your customers fairly. 

Refer to Licence conditions and codes of practice (LCCP) licence condition 7.1 (Fair and transparent terms and practices) and code of practice provision 5.1.9 (Other marketing requirements) for the relevant requirements. 

We work closely with the Competition and Markets Authority (CMA) which is the lead regulator for consumer protection law. The CMA has set out clear principles that apply to online gambling operators in relation to their promotions, practices, and account withdrawals. 

You must adhere to these principles in order to demonstrate compliance with licence conditions and to ensure that gambling is provided fairly, in line with the second licensing objective of ensuring that gambling is conducted in a fair and open way. 

Further details of the principles and what you need to do to comply can be found below.  

You can also view a useful 60 second-summary to help you review your practices and ensure terms and conditions are in line with consumer protection law.  

Contents

Transparency

Restrictions on withdrawing deposit and deposit winnings

Promotional Play Restrictions

Free bets and Account Restrictions (in relation to sports betting)

Compulsory publicity

Right to vary a promotion

Maximum withdrawal limits

Account inactivity

Identity verification

Glossary (definitions)

Related information

Transparency 

1. Ensure all Significant Conditions are provided

a. to consumers in a clear, timely, intelligible, unambiguous, transparent, non-misleading and prominent manner.

b. within the advert and with the headline offer on all relevant landing webpages and sign-up webpages (or Equivalent) for that Promotion, and

c. within the advert and with the headline offer on any other advertising on any medium for that Promotion, except where it is not possible to do so due to significant limitations on time and/or space in the relevant advertising medium, in which case give as much information about the Significant Conditions as possible should be provided within the advert, and with the headline offer, together with a link to a webpage (or Equivalent) containing all the Significant Conditions and other terms relating to the Promotion in full. 

2. Ensure all terms and conditions relating to a Promotion, including terms which apply to all Bonuses, are accessible

a. before consumer signs up, (i) on all relevant landing pages and sign-up pages for that Promotion (or Equivalents) and (ii) within a single click (or Equivalent) from any other advertising on any medium for that Promotion, to the extent that it is not possible to include such terms and conditions on such advertising; and

b. once play commences, within a single click from the bonus tab on the consumer’s account/ home page (or each relevant Equivalent).

What you should do

1. Ensure all significant terms and conditions are presented in an accessible, clear and transparent way.  

  • Significant terms and conditions must be included in the advert or headline, unless the advert is so small that it is impossible to do so. Where it is impossible to display these, they must be available on a webpage not more than one click away from the advert. 
  • Significant terms and conditions should contain any key restrictions which may limit how long an offer is available or where a player must meet minimum wagering requirements. They should always be made clear and available to the player before and during play.
  • All marketing and advertising material should be in line with the LCCP section on marketing and the regulations outlined on our marketing and advertising web page.
  • Marketing and advertising should be undertaken in a socially responsible manner and must comply with the UK Advertising Codes issued by the Committees of Advertising Practice (CAP) and administered by the Advertising Standards Authority (ASA). 

2. All terms and conditions regarding bonuses should be available to players before they sign up and after play has started.

What not to do

  • Terms and conditions must not be unnecessarily complex.
  • Terms and conditions must not be hidden from players.

An example of what not to do

  • Promotional banners must not lead straight to a sign-up page without making sure that the player has had access to all significant terms and conditions. 
  • Additional terms and conditions must not be hidden in a separate tab or window on a webpage.

3. Ensure that at all times the consumer is informed:

a. when they are playing with Restricted Funds, and,

b. if playing with Restricted Funds, about the nature of, and consequences of non-compliance with, the Promotional Play Restrictions or Wagering Requirements.

What you should do

3. Players must be told when they are playing with restricted funds and any requirements or restrictions associated with this.

 

  • Players must be told when they are playing with restricted funds, bonus funds for example, and should be reminded what these restrictions are.  
  • Players must be reminded of the restrictions whenever they start a new play session. For example, if a player pauses play and logs out of their account, they must be reminded when they log back into the account that they are playing with restricted funds. 
  • When playing with restricted funds, players must be told of the nature of the play restrictions or wagering requirements, and the consequences if they don’t follow these requirements. 

What not to do

  • Simply including the information in website terms and conditions is not sufficient.

Restriction on withdrawing deposit and deposit winnings

4. Allow consumers to withdraw their Deposit Balance at any time (including when a Bonus is pending or active on the account) and without restriction, except as necessary to comply with any General Regulatory Obligations or as provided further below, and:

a. amend its general terms and conditions to clearly reflect this right of withdrawal and ensure this is similarly the case for the terms and conditions applying to all future Promotions; and

b. clearly and prominently state this right of withdrawal to consumers (i) during the sign-up process for a Promotion and (ii) on the consumer’s account page (or Equivalent).

This paragraph does not prevent an operator from deducting a fee charged to consumers for processing that withdrawal or,  where a consumer seeks to withdraw less than their full Deposit Balance, reasonably to limit the size or number of separate withdrawals that a consumer may make, provided that this is done pursuant to a fair and transparent term in the contract that the consumer has agreed to. In particular, any fee should not exceed a reasonable estimate of the costs incurred directly by an operator in relation to the processing of that withdrawal.

5. Ensure that the Deposit Balance and (if applicable) the Bonus Balance are always displayed separately to the consumer in a clear and prominent manner.

6. Ensure that Promotional Play Restrictions and Wagering Requirements (if applicable) do not apply to any play by a consumer with their Deposit Balance except where in-game mechanisms automatically prevent a consumer from placing a wager that contravenes the Promotional Play Restrictions.

What you should do

4. Players must be informed that they are allowed to withdraw their deposit balance at any time, without restriction. 

  • Operators must allow players to withdraw funds from their deposit balance, even if they are allocated to a bonus including when a bonus is pending or active in the account. 
  • 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 for a withdrawal must not exceed the direct processing cost. 
  • Operators are required to comply with General Regulatory Obligations
  • Operators should note that from 7 May 2019, LCCP was updated in relation to age and identity verification requirements. A summary of the key points relating to the withdrawal of player funds are below. However, operators should familiarise themselves with our age and identity verification consultation response document.
  • LCCP now states that as a minimum, remote operators have to verify the name, address and date of birth or a player before allowing them to gamble. 
  • It will also state 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.

5. The deposit balance and bonus balance must always be displayed separately in a clear and prominent manner.

  • Operators do not need to display balance and bonus pots within the in-game view, as long as this information is contained in the account homepage.

6. Promotional play restrictions and wagering requirements must not apply when a player is playing with their deposit balance.  

  • Operators can only apply play restrictions when a player is playing with their deposit balance, when they have software that stops the player from breaching them. For example, if there is a maximum stake limit, the player must not be able to exceed it when playing with their deposit balance.  
  • Operators are free to require players to meet wagering requirements for bonus winnings so long as they can withdraw winnings made with their own funds, no matter how much or how little they have played.

What not to do

  • Players must not be made to meet wagering requirements before they can withdraw money from their deposit balance.
  • Funds from deposit and bonus balances must not be mixed together or displayed to the player as a single pot of money
  • Players must not be asked for information at the point they request a withdrawal from their account if the operator could reasonably have asked for this information at an earlier time. Further information on the rules on identify verification can be found in our age and identity verification consultation responses document

An example of what not to do:

“Your withdrawals are limited to one per day and no more than five per week”

“You may withdraw up to £5,000 per day once you have wagered your original deposit”

“Before making any withdrawals from your deposit account, you must first wager the value of this 5 times”

Promotional play restrictions 

7. Ensure that terms and conditions setting out any Promotional Play Restrictions clearly specify all prohibited types or patterns of play, and do not reserve sole discretion on the operator to (a) determine when play falls within these specified categories, or (b) determine other forms of play to be in breach of the terms and conditions.

8. Structure its terms and conditions to ensure that terms setting out prohibitions and sanctions on account fraud, collusion, use of multiple accounts, manipulation of software, exploitation of loopholes or other technical forms of abuse or other behaviour which amounts to deliberate cheating, are contained in separate terms to those relating to any Promotional Play Restrictions.

9. Ensure that where the decision has been taken that a consumer is to lose winnings or is to be refused a requested withdrawal from their account on the grounds of a breach of Promotional Play Restrictions, that the consumer is provided with a full explanation of the breach of the relevant Promotional Play Restriction, including the specific terms breached. For the avoidance of doubt, this does not require the disclosure of information to the consumer to the extent this would cause an operator to breach any General Regulatory Obligation.

What you should do

7. All prohibited types or patterns of play must be listed within terms and conditions.

  • Operators must make sure that they list all types of banned play and that players are aware of these.  

8. Terms and conditions highlighting the possible penalties if fraud/cheating/collusion is identified, must be separate to the terms relating to the promotional play restrictions.

  • Operators must ensure that players are fully informed about the impact of play restrictions. 
  • Operators must clearly distinguish between terms intended to prevent fraud, collusion, cheating, bonus abuse etc, and those which outline broader play strategies it wishes to prevent players from engaging in.

9. If a player has not followed the play restrictions and rules of a game and their win or withdrawal is refused, the operator should explain why.   

  • When advising a player that they have not complied with the play restrictions, operators should explain what happened but do not have to reveal any information that would result in them breaching any General Regulatory Requirements.

What not to do

  • Operators terms must not contain a general reference to banned types of play as this is too vague. Players must be given as much information as possible and therefore each type of prohibited play should be specifically listed.
  • Operators must not ban a form of play that was not clearly outlined to the players in advance.
  • Operators must not reserve sole discretion to determine when and what forms of play breach terms and conditions. 

An example of what not to do

“Your membership of the rewards scheme may be removed if it is abused, and we will decide on what behaviour and types of play constitutes an abuse”

‘We reserve the sole discretion to determine prohibited types or patterns of play’. 

Free bets and account restrictions (in relation to sports betting) 

10. Not to enforce or seek to enforce any Account Restriction against a consumer who has, prior to such Account Restriction being notified to them, made one or more qualifying bets in respect of a Free Bet Promotion, where enforcing such an Account Restriction would

a. affect the consumer’s ability:

i. to receive any of the free bets, or the full expected value of any of the free bets, from that Free Bet Promotion, having placed all the necessary qualifying bets; 

ii. to receive any of the free bets, or the full value of any of the free bets, to which they would be entitled upon placing the remaining qualifying bets required by that Free Bet Promotion; or

iii. to complete any Wagering Requirements associated with that Free Bet Promotion; or

b. materially affect the consumer’s ability to complete the qualifying bets required by that Free Bet Promotion. 

11. Amend its general terms and conditions so that they provide for the consumer to obtain the full number and value of any free bets in the circumstances set out in paragraph 10 above, and ensure that the terms relating to future Free Bet Promotions make similar provision.

12. Ensure that any notification to a consumer that an Account Restriction has been applied to them informs the consumer (i) that the Account Restriction is without prejudice to their participation in full in any Free Bet Promotion for which they have already placed qualifying bets; and (ii) of the steps they should take to receive the full benefit of any free bets otherwise altered or removed by the application of any Account Restrictions in contravention of paragraph 10 above.

What you should do

10. An operator must not enforce an account restriction if a player has qualified for a free bet promotion, before being notified of the restriction, 

a. where:

i. The player has placed all qualifying bets and the restriction would stop them receiving the free bets or the value of these

ii. The player has already started placing the qualifying bets and the restriction would stop them receiving the free bets or the value of these

b. An operator must not enforce an account restriction if a player has qualified for a free bet promotion, before being notified of the restriction, where this would materially affect the player being able to complete the qualifying bets necessary for the free bet promotion.

Operators must consider the effect the account restrictions will have and determine whether this is material. A restriction that significantly reduces the market or odds available to a player would be material.

11. Terms and conditions must state that players are able to obtain their free bets if they have started qualifying for these before being notified of an account restriction.

12. When an operator informs a player that their account has been restricted, they must let them know that they are still able to take part in an existing promotion if they have already placed the qualifying bets. 

  • If players have started to qualify for the free bet promotion, they must be told how they can receive any free bets that have been altered or removed. 

What not to do

  • Players must not find it significantly more difficult to complete the qualifying bets as a result of account restrictions that have been applied after they started to qualify for the free bet.

An example of what not to do

  • If stake factoring meant that a player would be restricted from making their remaining qualifying bets on the most popular sections on a major football market, then that player would be materially restricted.  

Compulsory publicity

15. Not to use, enforce or seek to rely on any term in a consumer contract or notice which has object or effect of:

a. obliging consumers to participate in publicity promoting the operator or an associated business if required to do so, and/or

b. deeming the consumer, by accepting and agreeing to the terms of such a contract or consumer notice, to have consented to the use of any personal information (including name) for promotional purposes for the benefit of the operator.

What you should do

13a. Operators must not use terms and conditions that forces players to take part in publicity promoting the operator

  • Players must be willing to take part in any publicity and cannot be pressured or forced to take part. They should give their explicit consent to participate in any publicity.

13b. Terms and conditions relating to Data Protection and GDPR must not be used as an indication that players have agreed to take part in publicity promoting the operator.  

  • Players must opt into promotions rather than being automatically enrolled.
  • Please refer to our GDPR and Data protection webpage for further guidance in this area.

What not to do

  • It must not be assumed that players have consented to take part in promotional activity by agreeing to the data protection and GDPR terms and conditions provided by operators.

An example of what not to do

“As a member of our VIP scheme, you will be enrolled into our promotions and publicity activity. Please contact customer services if you wish to opt out of this.”


14. Not to enrol a consumer in any promotion, without first obtaining the consumer’s express and informed consent to accept the terms and conditions of that specific promotion.

What you should do

14. Ensure that when a player enters a promotion, operators have obtained express and informed consent and the player has accepted the terms and conditions.

  • Players must opt into promotions rather than being automatically enrolled.

Right to vary a promotion

15. Not to use, enforce or seek to rely on any term in a consumer contract or notice which has the object or effect of:

a. permitting an operator to vary or discontinue a Promotion, or any part of it, in respect of a consumer who has opted into the Promotion, made a deposit in expectation of receipt of a Bonus, and/or commenced play in relation to the Promotion prior to the date of the communication of the variation, other than where necessary to prevent fraud or other similar unlawful behaviour;

b. reserving absolute discretion to an operator to determine either (i) its liability to a consumer or (ii) a consumer’s legal rights under the terms of a Promotion.

What you should do

15. Operators must not have any terms which allow them to vary or stop a promotion once a player has signed up.

  • However, occasionally there may be a legitimate need to amend the terms of a promotion before a player has signed up to it, for example, to manage/prevent fraud and other unlawful behaviour.

What not to do

  • Operators must only amend the terms of a promotion before a player has signed up to it. Terms must not be changed after a player has opted to take part.

An example of what not to do

“We will use our sole discretion to amend and modify the terms and conditions at all times.  This may include withdrawing the promotion if considered appropriate”

Maximum withdrawal limits 

16. Not to:

a. impose, or

b. 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

16. 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. There must be no term 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

An example of what not to do

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

Account inactivity

17. Not to:

a. confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom, or

b. 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 grounds that the consumer’s account has been inactive.

What you should do

17a. Operators must not confiscate or remove funds from an account they consider to be inactive. 

17b. Operators must not have any terms which allow them to remove funds on the grounds that an account is inactive.

  • Where an account has been inactive for at least 12 months, it can be considered as ‘dormant’.
  • Funds in dormant accounts can be reclassified for internal accounting purposes, as long as there is no prejudice to affected players rights over the funds.  
  • There should be no reduction in the protection of these funds as per our ‘customer funds protection rating system’.
  • Only where an account becomes dormant as described above can an operator make a reasonable periodic charge for maintaining the account.
  • However, before the charges are made the operator needs to do the following:
    • The operator should 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.
  • An operator can choose to remove the funds from dormant accounts from view as long as they have contacted the player at least 30 days beforehand to advise them of the balance, and that they still have a right to access the funds and how to do this. 

What not to do

  • Terms should not permit operators to remove funds from an account if it is not used for a period of time. 
  • Disproportionate and unreasonable charges should not be made for maintaining a player’s account. 

An example of what not to do

“If you do not log into your account for a period of 90 consecutive days, we may decide to remove your winnings and void your account”


18. Not to:

a. use, enforce or seek to rely on any term in a consumer contract or consumer notice, or

b. act (or refrain from acting) in a way, 

which has the object or effect of, or could be understood by consumers as, altering the legal status of funds in a consumer’s Deposit Balance, or of altering the consumer’s legal entitlement or rights to claim such funds, on the grounds that the consumer’s account has been inactive.  

What you should do

18. Operators should not have any terms and conditions which allow them to change the legal status of the money in the player’s deposit balance or alter the player’s legal entitlement or rights to claim their funds, even if an account becomes inactive.

  • Where an account with a credit deposit balance has been inactive for at least 12 months, operators must try to repay it to the last payment method used
  • 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 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.
    • Funds in dormant accounts can be reclassified for internal accounting purposes, as long as there is no prejudice to an affected player’s rights over the funds. There should be no reduction in the protection of these funds as per our ‘customer funds protection rating system’.
    • An operator can choose to reclassify the funds in dormant accounts from view as long as they have contacted the player at least 30 days beforehand to advise them of the balance, and that they still have a right to access the funds and how to do this. 
    • Operator’s terms should clearly state the possibility of the change in classification of the funds, that player’s rights to the funds would be unaffected and highlight how they can be claimed.

What you should not do

  • Disproportionate and unreasonable charges should not be made for maintaining a player’s account. 

An example of what you should not do

“If you do not use your account for a period of 90 consecutive days, we will email you notification of our intention to confiscate your deposit balance within the next 14 days. If you do not contact us, your deposit balance will be forfeited and transferred to the Company the day after the 14-day period ends”

“If you do not log into your account for 180 days, your funds will no longer be protected under our protection of player funds policy.”

Identity verification

19. Not to:

a. confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom, or 

b. 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

19. 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.
  • Operators should note that from 7 May 2019, LCCP was updated in relation to age and identity verification requirements. A summary of the key points relating to the withdrawal of player funds are below. However, operators should familiarise themselves with our consultation on age and identity verification response document.
  • From 7 May 2019, 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 will also state 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.  
  • From 7 May 2019, 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.

An 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.

Glossary

Bonus: Any funds or equivalent provided by the operator and added to a consumer’s account from which the consumer can place wagers, including deposit matching funds for wagering at the consumer’s discretion and free spins on specific games.

Bonus balance: The total of funds in an account belonging to the consumer comprising of:

  • Any Bonus which is not immediately withdrawable by the consumer of redeemable as case;
  • All winnings made with the Bonus, which are subject to uncompleted Wagering Requirements, and
  • In the case of a Mixed Wager, such share of any winnings from the Mixed Wager as is proportionate to the share of the stake which came from the Deposit Balance; and
  • Winnings from any Bonus which are either not subject to Wagering Requirements or for which Wagering Requirements have been satisfied.

Deposit balance: The total funds in an account belonging to the player (other than the bonus balance/ restricted funds) and always includes:

  • unspent funds paid in by a player
  • where a player’s deposit is converted into a larger total balance containing a bonus (‘buy-in’), the portion equal to the value of the player’s buy in
  • all winnings from wagers made with the deposit
  • for mixed wagers, the share of any winnings from them proportionate to the share of the stake from the deposit balance
  • winnings from any bonus no longer subject to wagering requirements

Dormant account: A player's account which has not been accessed for at least 12 months.

Equivalent: The technological equivalent location and/or functionality (as the case may be) in relation to the provision of Online Gaming otherwise than through a website, for example, on non-browser based platforms and technologies such as mobile phone applications.

Express and informed consent: A clear and voluntary indication of preference or choice.

General Regulatory Obligations: These are any wider legal and regulatory obligations with which an operator is required to comply, including but not limited to anti-money laundering and fraud prevention obligations.

Headline: This is the line appearing at the top of an advert which summarises the product.  It is the information in an advert which players generally read first.

Mixed Wager: A wager drawn from both the deposit balance and the bonus balance.

Play Restrictions: Actions that are not permitted when playing a game on its own or in association with a promotion.

Promotion: A special offer made available for consumers in relation to online gaming consisting of a bonus, which, if accepted by a consumer, is added to the consumer’s account, subject to terms and conditions set out in the promotion.

Restricted funds/ Bonus balance:

The total of funds in an account belonging to the consumer comprising of:

  • Any bonus which is not immediately withdrawable by the consumer or redeemable as cash;
  • All winnings made with the bonus, which are subject to uncompleted wagering Requirements, and
  • In the case of a mixed wager, such share of any winnings from the mixed wager is proportionate to the share of the stake which came from the bonus balance, and which is subject to uncompleted wagering requirements.  

Significant terms and conditions: For the purposes of this topic, this definition relates to the key restrictions which apply to a promotion. For example, who is excluded from a promotional offer; time limitations; how to qualify; maximum stake size; wagering requirements etc.  We would not expect operators to list all restricted games but would expect them to explain, for example, that some games do not qualify for a bonus or that contributions to wagering requirements varies between games, and clearly link to the details.  What amounts to a significant condition may evolve over time, dependent on new games and business models.

Sole discretion: The only person or organisation who has the freedom to decide what should be done in a particular situation.

Stake Factoring:  The percentage amount of the maximum bet size offered by the bookmaker that each customer is allowed to get on.  For example, if the stake limit on a race at a particular point in time is £500, those with a stake factor of 0.01 would be allowed to get on 1% of the maximum bet allowed in that market - £5 in this case.  Conversely a stake factor of 5.00 indicates a customer allowed up to 500% - £2500 in this case

Wagering requirements: Any requirement that a consumer must make wagers totalling a particular value for funds to become withdrawable, whether the total requirement is expressed as a fixed amount or as a multiple of another amount, such as the size of a deposit made by, or bonus received by, the consumer.  For the avoidance of doubt, this excludes a requirement that bonus funds must be wagered once, but only if the bonus terms allow the consumer immediately to withdraw any winnings from wagering that bonus.  

Related information

Joint Competition and Markets Authority / Gambling Commission letter to the gambling sector - 29 April 2019  

CMA presentation on action required by remote operators - February 2018  

Our advance call for action at Raising Standards Conference - 22 November 2017 

CMA advice for gamblers and a short video guide for consumers. 

CMA website case page with information and resources

CMA blog article Making the online gambling sector fairer