Information gambling businesses should give you
Gambling businesses must provide you with certain information as a condition of their gambling licence. This information helps you to decide which businesses you wish to gamble with, and what the risks of gambling are.
Every online gambling business that we license must display a notice that they are licensed by us, and a link to our website, on every screen from which you can gamble with them.
Terms and conditions
Gambling businesses must make sure that any terms and conditions they use are not unfair and must be made available to you in plain and simple language. They must also let you know in advance if they make any significant changes to their terms and conditions.
Gambling businesses must make information available on how to gamble safely and how to find information or support for problem gambling.
Gambling businesses must provide the rules of any games they offer. Different types of businesses may also need to provide players’ guides to their games. For example, a casino must offer a player’s guide to the house edge, while an online gambling business must provide a player’s guide to each gambling product (bet, game or lottery) that they offer.
Online gambling businesses must provide specific information about your account, transactions that you can make, rules, game descriptions and the likelihood of winning. They must make clear any consequences of an interruption to play. They must also show the time that you have spent gambling and provide the opportunity for you to set limits on the amounts you deposit or spend, or to request a ‘reality check’ (that is, a brief interruption to your game play).
Offers and promotions
A gambling business must provide information about any offers or promotions they offer, including any limitations (for example, whether an offer is time-limited), and any commitments you might have to make to take advantage of an offer (for example, whether you must spend a certain amount of your own money in order to receive a free bet). The information should generally be contained within the advert for the offer. If there is not enough space within the advert, you must be clearly directed to the full information.
Protection of customer funds
Any gambling business who hold customer funds (that is, funds to the credit of customers) must set out in their terms and conditions information about whether and how the funds are protected in the event that the business becomes insolvent.
Complaints and disputes
Gambling businesses must have fair, open and transparent complaints policies and procedures. They must also have arrangements in place for you to refer a complaint to an alternative dispute resolution (ADR) provider if they cannot resolve it within eight weeks of receiving it (or sooner if you reach the end of their complaints procedure before eight weeks is up). In most cases, the gambling business should give you a letter to confirm that you can take your case to an ADR provider, and the process must be free of charge to you.
You must have first raised your complaint with the gambling business to be able to take it to an ADR provider.
You can find out more about what a gambling business should do to manage your complaint in our guidance for gambling businesses. You can also read about what an ADR provider should do in our standards and guidance for ADR providers.