GENERAL TERMS AND CONDITIONS (UK)
Gamebookers GENERAL TERMS AND CONDITIONS
*IMPORTANT INFORMATION*
PLEASE READ THIS INFORMATION BEFORE YOU MOVE ON TO THE REMAINDER OF THESE GENERAL TERMS AND CONDITIONS
Everything contained in the Terms of Use is important and should be read by you, but we would like to draw your attention in particular to the following clauses below and the important terms that they contain. These clauses have the potential in particular to affect your interests. You must read these clauses themselves and not rely on the short summaries below:
- The Agreement Between Us: By registering for an Account (defined in clause 5.1 below) and/or otherwise accessing or using any part of our Website (defined in clause 1.1 below), you are entering into a legally binding contract. That contract is between you and us and it includes all the terms, conditions and documents forming the "Terms of Use" (explained and defined in clause 1.2 below). Please read clause 1 carefully.
- Account Registration and Eligibility: You must be at least 18 years old and meet certain other eligibility criteria and requirements to use our Website and register for an Account. When you register for an Account with us, you are making certain promises to us on which we’re entitled to rely. Please read clause 5 carefully
- Duplicate Accounts: you may open only one Account per Brand. If we discover that you hold more than one Account per Brand, which we call a "Duplicate Account", we will have certain rights including the right to close your Duplicate Account(s) (and, in some situations, your original Account as well), to void bets/wagers, bonuses and/or winnings, and under certain circumstances to make deductions from positive balances in any linked Duplicate Account. Please read clause 8 carefully.
- Verification Checks: we will need to complete our Verification Checks (defined in clause 7.1) before allowing you to do certain things in connection with your Account, including preventing you from placing bets or wagers, or from withdrawing your funds. We are required to run Verification Checks on an ongoing basis after your Account has been opened. If we’re unable to complete our Verification Checks to our reasonable satisfaction (including if you fail to provide any information or documentation reasonably requested by us), we will have the right to suspend and, ultimately, to close your Account. Please read clause 7 carefully.
- Withdrawing your Funds: you will usually be able to withdraw your available real money balance at any time, but there are certain circumstances in which we will be entitled to delay or withhold withdrawals. Please read clause 9.7 carefully.
- Maximum Payout Limits: maximum payout limits apply to some aspects of the Website. This means that, regardless of the amount you stake and no matter how much you appear to have ‘won’, you will only be entitled to receive up to the maximum payout limit applicable to the relevant product or service you have participated in or bet on. You can find the maximum payout limits here. Please read clause 11 carefully.
- Prohibited Activities and Suspension/Limitation/Closure of Your Account by Us: if you partake in any of the activities that we prohibit (which we refer to as "Prohibited Activities"), we will have certain rights against you, including suspending, limiting or closing your Account, cancelling/voiding your bets, and/or withholding winnings. Please read clause 15 carefully.
- Errors, Interruptions and Malfunctions: all our gambling software is tested carefully but computer software and systems are never perfect. Mistakes of odds and pricing can also be made in betting markets. If any part of the Website suffers a software error, malfunction, or presents incorrect information to you such as incorrect terms or winnings, we have the right not to pay you out. This includes circumstances where the problem is not obvious to you and is only discovered by us when we check or verify the result of a transaction. Please read clause 17 carefully.
- Our Liability: when you play with us, it is important that you understand what we are liable for, when limits to our liability will apply (and what those limits are), and what we are not liable for. It is also important that you understand that we will not be liable to you under the Terms of Use, and nor do we owe you a duty of care, in respect of our compliance or non-compliance with any regulatory obligations that we may be under from time to time including those relating to 'safer gambling' or 'social responsibility'. Please read clause 23 carefully.
- Your Responsibility to Us: there are situations in which you may be responsible for costs that we incur as a result of your behaviour (for example where you are involved in any Prohibited Activities) and sometimes we can set off the positive balance in your Account against amounts that you owe to us. Please read clause 24 carefully.
- Taking Actions for Regulatory Reasons: We may sometimes take actions in relation to your Account for regulatory reasons including where required to do so by the terms of our licence and/or a regulatory authority. These actions include running certain Verification Checks (including, if applicable, after your Account has been opened), preventing you from taking up our Promotions and/or completing Promotions ("Promotions" is defined in clause 1.2.3 below), and/or restricting/closing your Account if required to do so. Please read clauses 7, 15.7 and 18 carefully.
Updated: [21.01.2025]
1. Introduction – The Agreement Between Us
1.1 By using any websites, applications (known as "apps") and/or other betting or gaming products or services that we provide under the name of Gamebookers (the/our "Website") and (if applicable) by registering for an Account (as defined in clause 5.1 below) and clicking " Accept", you will be entering into a legally binding contract between you and us. More information about who we are can be found in clause 2 below.
1.2 Not all of the legal terms and conditions that apply between you and us are set out in these General Terms and Conditions (the “General Terms”) – some of them are contained in separate documents in order to avoid these General Terms becoming too long. We cross-refer to these other documents and provide you with links to them below. They are still important terms which form part of the legal agreement between you and us, and you should read and understand them just like the rest of these General Terms. These cross-referenced terms which, together with these General Terms, form the “Terms of Use”, include the following:
1.2.1 the Sports Rules (where applicable) when betting on the 'Sportsbook';
1.2.2 the rules of each individual casino, live casino or lottery game you play (such rules being accessible from the menu of each product once opened) (the “Game Rules”);
1.2.3 any specific terms and conditions and/or rules with regards to promotions, bonuses (whether real-money bonuses or some other form of incentive), prize draws, competitions, contests, leagues, tournaments and/or special offers, or a combination of any of these offered via the Website from time to time ("Promotions") (together the "Promotional Terms");
1.2.4 the Age Verification Policy;
1.2.5 the Anti-Cheating Policy;
1.2.6 the rules for each game you play, which are typically provided via the "help" or similar button in the game; and
1.2.7 any other rules and terms and conditions made available in the "Help Centre" (to the extent not covered in the documents referred to above).
Please ensure that you read and understand the Terms of Use before you start to use the Website or register for an Account. The Terms of Use contain important information about the legal agreement between us and, as explained above, provide information about what other documents form part of and govern our relationship with you when you use any aspect of the Website. It is important that you read and understand the Terms of Use because they affect and explain your rights and obligations. If you have any questions about anything contained in the Terms of Use or if there is anything you do not understand, please get in touch with us. You can find details of how to contact us on the “Contact Us” section of the Website. If you do not agree with any of the Terms of Use, you may not register for an Account or use our Website in any other way.
In the event of a conflict between these General Terms, any of the rules/policies listed above, and any individual product rules, these General Terms to that extent take precedence, followed by the above-mentioned rules and policies (see clause 1.2 above), followed by any individual product rules.
Information about how we process personal data that you provide to us or that we collect from you can be found in our Privacy Notice and in clause 16 below.
2. Who We Are
2.1 The Terms of Use are agreed between you and LC International Limited, a company registered in Gibraltar with registered company number 46808 and whose registered office is Suite 6, Atlantic Suites, Gibraltar, GX11 1AA.
2.2 In the Terms of Use, the terms "we", "us", and "our" refer to LC International Limited. We operate the bwin, Coral, Foxy Bingo, Foxy Games, Gala Bingo, Gala Casino, Gala Spins, Gamebookers, Ladbrokes, PartyCasino, PartyPoker and Sportingbet brands (each a "Brand") in the UK, but these Terms of Use relate specifically to the Gamebookers Brand.
2.3 The term “Entain Group” refers to Entain plc. and any direct and indirect subsidiaries thereof from time to time. LC International Limited is part of the Entain Group.
2.4 Gambling activity carried out with us is licensed and regulated by the Gambling Commission of Great Britain (“Gambling Commission”) under account no. 54743.
2.5 For customers outside of Great Britain we are licensed and regulated by the Government of Gibraltar and the Gibraltar Gambling Commissioner, pursuant to Licence Number RGL 010 in respect of fixed odds betting and Licence Number RGL 012 in respect of casino (which includes, but not limited to poker, casino, games, bingo, lottos, live casino, virtuals and slots).
2.6 Please note that companies within the Entain Group provide incentives to “influencers” and certain other customers to participate in poker and other tournaments operated by companies in the Entain Group.
3. Changes to the Terms of Use and the Website
3.1 We may make changes to the Terms of Use from time to time for various reasons, including in order to comply with applicable laws and regulations; to keep up to date with changes to our Website, the various products and services we offer; and/or to reflect changes in our business practices or operations. We will ensure that any significant changes to the Terms of Use are notified to you by an appropriate method (for example, by email or via a notice on the Website) reasonably in advance of any such changes coming into effect. Your continued use of our Website after any changes take effect will be deemed to be your acceptance of those changes. If you do not agree to any changes that we make, you may not continue to use our Website and should close your Account.
3.2 We may withdraw, suspend or amend any aspect or feature of the Website without notice. If the need arises, we may suspend access to parts of the Website or the entire Website for maintenance purposes or for other reasons such as legal or regulatory reasons. We will not be liable if, for any reason, the Website is unavailable at any time or for any period.
3.3 We may change the content (including gambling products or elements of the gambling product) of the Website offered to you at any time (provided such changes do not affect games in progress and/or bets already accepted by us).
4. Access to and Use of the Website
4.1 You may use the Website for your own personal and non-commercial use only and you are not allowed to provide access to or reproduce the Website or any part of it in any form whatsoever without our express consent, including creating links to it.
4.2 You may only use the Website, including your Account, for lawful gambling purposes in accordance with these Terms of Use. You must not engage in any Prohibited Activity – see clause 15 below.
4.3 You are solely responsible for making all arrangements necessary for you to access the Website (for example by providing your own equipment/devices and internet/mobile connection). We will not be liable for any losses caused to you by the internet or any telecommunications service provider which you have engaged in order to access the Website.
4.4 We cannot guarantee that the Website will be compatible with any hardware or software that may be used by visitors to the Website.
4.5 If you want to get in touch with us or have any questions please contact the ‘Customer Support Team’. Please note that any calls to our Customer Support Team may be monitored or recorded for training and quality management purposes and to assist us in quick and effective resolution of queries.
5. Account Registration and Eligibility
5.1 In order to be able to place bets and deposit money with us, you must first register and be accepted for an account for the Gamebookers Brand (“Account”).
5.2 You may open only one Account per Brand. If we identify that you have more than one Account per Brand, we will take the actions set out in clause 8 below.
5.3 By registering for an Account and/or by using our Website you promise that:
5.3.1 you are at least 18 years of age. Underage gambling is an offence (see clause 7.8 below);
5.3.2 you are legally capable of entering into a binding agreement with us and you agree to comply with the Terms of Use in all respects;
5.3.3 you acknowledge and accept that there is a risk of losing money when gambling with us and you are fully responsible for any such loss;
5.3.4 the information you have provided to us during Account registration and at any time afterwards is true, correct, complete and not misleading;
5.3.5 you have not excluded yourself (whether directly via us or another Entain Brand or via a multi-operator service such as GAMSTOP and/or similar services), and neither we nor any other operator (including within the Entain Group) has excluded you from gambling on any website or app (see also clause 12 below);
5.3.6 you are not depositing money originating from criminal and/or other illegal activities;
5.3.7 you are opening an Account as an individual and not on behalf of any company or other corporate entity;
5.3.8 you are opening an Account for your own personal benefit, and not on behalf of any other person;
5.3.9 your interest in and use of our Website is purely personal and not professional, and you will participate solely for your own entertainment;
5.3.10 you are not depositing money through a payment card or any other payment method that is not registered in your name and which you are not authorised to use (including a credit and/or company card);
5.3.11 you understand that employees of Entain Group and/or its group companies are not allowed to participate in any products offered by us, and you confirm that you do not fall into any of these categories; and
5.3.12 you are located in the United Kingdom.
5.4 We are entitled to refuse an Account registration for any reason.
6. Opening and Maintaining your Account and Account Security
6.1 You must ensure that the details provided by you when registering for an Account and, if applicable, at any time afterwards are accurate (see clause 7.5 below) and kept up to date. For more information on how to update your personal details, please see here.
6.2 When opening an Account, you will need to choose your own password. You must ensure that your Account details are kept private and secure, as you are solely responsible for all bets placed and any other activity which takes place on/via your Account where the correct Account information has been provided. If you lose or forget your Account information, or if you believe that a third party is aware of such information, you should contact us immediately.
6.3 You must not allow any other person to use or access your Account. If you allow (whether intentionally or unintentionally) another person to use or access your Account, you will (a) be solely responsible for all such other person’s actions whether or not their access was authorised by you, and (b) be engaging in a Prohibited Activity (see clause 15.6 below).
6.4 When deciding whether to accept your application for an Account, we may supply the information you have given us to authorised third parties to, amongst other things, confirm your age, identity and registered payment details and to run external credit/affordability checks.
6.5 For information on how we collect, use and store customer data and your data rights, please see our Privacy Notice.
7. Verification and Other Checks
7.1 We are required to undertake certain checks to comply with our legal and regulatory obligations – for example to verify your date of birth, identity, address, location, financial circumstances, and the source of the funds you deposit and use – and we may also undertake other credit, fraud prevention and verification checks (“Verification Checks”). By registering for an Account, you acknowledge and agree that we may conduct any such Verification Checks that we reasonably require, both during Account registration and, if applicable, at any time afterwards. You agree to promptly provide all requested information and documentation in connection with these Verification Checks.
7.2 The following information must be provided during the Account registration process:
7.2.1 date of birth;
7.2.2 first and last name (as appears on your passport, driver’s licence or national ID);
7.2.3 full residential address;
7.2.4 valid email address and mobile number; and
7.2.5 your chosen password.
7.3 You will not be permitted to deposit or gamble with us until we have verified your name, address and date of birth. The name you provide during Account registration must match your first and last name (as appears on your passport, driver’s licence or national ID). We may use third parties to independently verify details provided on registration or at any point whilst you hold an Account with us. Please refer to the Privacy Notice to see how we use personal data.
7.4 Upon request, you may be required to provide us with valid identification or other documents so that we can carry out the identification, credit and other Verification Checks that we may require and/or are required by applicable laws and regulations and/or by the relevant regulatory authorities. We may update your registered details to include information such as your middle name to match the verification documents you provide.
7.5 The identification documents that we may request include, but are not limited to:
7.5.1 passport;
7.5.2 driving licence;
7.5.3 national identity card (if not a UK citizen); and
7.5.4 any valid identity document issued by the UK government.
Where we request proof of address documents, these can be utility bills, bank statements or other government documentation that has not already been submitted as a proof of identity and are no more than 3 months old. These documents may be shared with third parties for independent verification and may only be accepted after we are satisfied as to the authenticity of such documentation.
7.7 We may also require you to provide us with further documents and information relating to the source of deposited funds, your payment method(s), and/ or your personal and/or financial circumstances. These documents may include, but are not limited to:
7.6.1 bank statements;
7.6.2 payslips;
7.6.3 P60/tax returns;
7.6.4 company accounts;
7.6.5 evidence/details of shareholdings/portfolios;
7.6.6 evidence of inheritance;
7.6.7 evidence of sale of assets (e.g. property sale).
We may, as part of these checks, ask you to provide updated identification and proof of address documents.
7.7 Until we have received all requested information/documentation in order to meet our regulatory obligations and have completed our Verification Checks to our reasonable satisfaction, we are entitled to restrict your Account in any manner that we reasonably deem appropriate (including by preventing you from accessing the Website, depositing into your Account, placing any bets or wagers via the Website, or from withdrawing your funds). If our Verification Checks cannot be completed to our reasonable satisfaction, we will suspend and may, ultimately, close your Account and pass on any necessary information to the relevant authorities. We may also be required by applicable regulation and/or a relevant authority to withhold funds in your Account.
7.8 Underage gambling is an offence. If we discover (after you have successfully opened an Account) that you are under 18 years of age:
7.8.1 your Account will be closed;
7.8.2 all transactions made via your Account will be void, and neither you nor we will profit from any such transactions. If we have profited from the transactions you have made prior to us discovering you are under 18 years of age, we will return any such profit to you; and
7.8.3 we will make a report to the relevant regulatory or law enforcement authorities.
7.9 It is your responsibility to ensure that all details you provide to us are kept up to date so that you are able to receive important Account related notifications. You can update your details by either speaking to the Customer Services Team or when logged in to your Account on the Website.
7.10 Any information you send to us as part of our Verification Checks may be shared with our other Entain Group companies where you have accounts with any of our other UK Brands in accordance with our Privacy Notice.
7.11 We will, from time to time, implement certain processes, in line with our legal and regulatory obligations, which may require us to carry out enhanced due diligence on you, which may in turn require you to undergo additional checks and provide us with more information.
8. Duplicate Accounts
8.1 If we discover that you hold more than one Account per Brand, each such additional Account will be classified as a “Duplicate Account”. In such event, we will be entitled to:
8.1.1 close either the Duplicate Account/s or the original Account and return any positive balance in the closed Account/s (unless we have reason – for example if we reasonably believe you have deliberately or fraudulently opened more than one active Account (which is a Prohibited Activity) – to close all your Accounts and if applicable take any of the actions described in clause 15 below);
8.1.2 void all unsettled and/or future bets/wagers on the Account/s closed as described in 8.1.1 above; and
8.1.3 treat all bonuses obtained using the Duplicate Account, and all winnings accrued from such bonuses, as void.
9. Depositing and Withdrawing Funds
Deposits
9.1 When you open an Account, we may require you to make a minimum deposit before you can bet or play. The minimum deposit amount is dependent on the type of payment method you choose (see the Payments section of the Website). Maximum deposit amounts may also apply, depending on the type of payment method you choose.
9.2 We may change the forms of payment that we accept from time to time.
9.3 We do not charge fees for processing deposits although some third party payment processors may impose their own processing fees.
9.4 We may refuse a deposit.
9.5 You may not use a credit card or company card to deposit funds into your Account. This includes depositing into your Account via a money service business, such as a digital or e-wallet, where the original source of the funds is a credit or company card.
9.6 Please note that certain behaviours relating to deposits, payments and payment methods constitute "Prohibited Activities" which you may not engage in in relation to your Account or the Website – please refer to clause 15 below. Your chosen payment method must be registered in your name and must belong to you.
Withdrawals
9.7 You may withdraw the real money balance in your Account at any time, provided that:
9.7.1 all payments made into your Account have been confirmed as cleared and have not been charged-back, reversed or otherwise cancelled;
9.7.2 we have completed any Verification Checks to our reasonable satisfaction (see clause 7 above). Where we have requested information from you to carry out these checks, any delay in providing this information may cause an additional delay when withdrawing funds; and
9.7.3 there is currently no ongoing, or completed (save where completed and decided in your favour), investigation:
a) into an Error, Interruption or Malfunction (as those terms are defined in clause 17 below) involving any aspect of the Website which have participated in/wagered on and affecting the specific funds that you are attempting to withdraw; or
b) where we have reason to believe you have engaged in an illegal or Prohibited Activity (defined in clause 15.6 below) which entitles us to withhold funds in accordance with clause 15.4 below;
c) by a sports governing body in respect of the integrity of an event
and in these cases you acknowledge and understand that, as we made clear in the “Important Information” at the top of these General Terms, we are entitled to void any affected transactions, withhold relevant funds (including winnings), and (in the case of illegal or Prohibited Activities) suspend and, ultimately, close your Account with us.
9.8 Please note that Account balances cannot be transferred, substituted or swapped for any other prizes.
9.9 We do not charge you for withdrawals to debit cards or via bank transfer to bank accounts.
We Are Not a Financial Institution
9.10 Your Account should not be used as a banking facility and deposits should only be made with a view to using funds to place bets or participate in/on/via the Website. You can only bet up to the amount available in your Account. If your balance is zero, you will be required to transfer more funds before you are able to place any bets. We do not offer credit. Should you make repeated deposits and withdrawals without commensurate betting and gaming activity, we are entitled to deduct from your Accounts, without prior notice, any bank charges we have incurred before closing the Account (as we are entitled to do under clause 15). This may also result in a report to the necessary authorities (as required by our anti-money laundering obligations). Please note that no interest will accrue in your favour in respect of funds in your account (including where said funds are the subject of a withdrawal request).
9.11 Withdrawals via bank transfer to international accounts attract bank charges that may vary according to the amount of money transferred and are met by you.
9.12 We operate a “Closed Loop System” in respect of withdrawals, which means that, whenever possible, we will pay your withdrawals using the same method you used to make your deposits. This is in accordance with rules designed to minimise fraud where you use multiple deposit methods. We will use reasonable efforts to accommodate your withdrawal requests, however we may split your withdrawal across your deposit methods where necessary. Please see our Help section for more details.
9.13 Withdrawal payments may only be made in the name of and to the registered Account holder. Where we are unable to facilitate a withdrawal using the existing payment methods offered, you will be provided with alternative payment withdrawal methods via the cashier and/or we may contact you via email to request alternative details from you.
Payment of Winnings
9.14 Winnings due on bets placed will be added to your Account balance once the bet has been settled but subject to our right under the Terms of Use to void bet/wagers or winnings in certain circumstances. This balance will remain in your Account unless you submit a request that part, or all, of the outstanding balance is returned to you. Withdrawal requests will be processed as described on our 'Payment Methods' page here, subject to our right under the Terms of Use to delay or withhold the withdrawing of funds.
9.15 You are responsible for reporting your winnings and losses, if such reporting is required by applicable law or tax or other authorities. All taxes due in connection with any winnings paid to you are your sole liability.
Protection of Your Funds
9.16 All customer funds are held in a separate client bank account. We are required by our Gambling Commission licence to inform customers about what happens to those customer funds in the event of our insolvency. See here for more information.
9.17 Customer funds are held in a formal trust account which is legally and in practice separate from the affairs of the company. The money in this account is controlled by an independent trustee and is also checked by an external auditor. This means that customer funds would not, in the event of our insolvency, form part of our assets. This meets the Gambling Commission’s requirements for the segregation of customer funds at the level: high protection. You can find more information about what this means on the Gambling Commission’s website here and here.
10. Additional Rules in Respect of Sports Bets
10.1 You must exercise your own judgement in choosing to place a bet or to make an offer via the Website. You acknowledge that, in placing your bet or making an offer, you are not relying on any statement of any of our employees relating to the subject matter of the bet. We are entitled to refuse part or all of a bet or an offer.
10.2 The amount you can stake on any one occasion may be limited by us depending on the market and your betting history.
10.3 Once you have placed your bet and you have received a bet receipt confirming that your bet has been accepted, it is too late to cancel the bet (unless we provide permission to cancel or change the bet). If there are any issues when you click the “place bet” button, you should receive an error message. Issues could include (but are not limited to) a price change or the suspension of the market you are betting on, or a loss of connectivity. Successfully placed bets will return a "bet placed" message including a bet receipt. Bets that are requested may sometimes be referred for review and then accepted with a delay. In-play bets may also be subject to a delay. In these instances, a bet receipt may not be immediately presented but the bet may still be accepted after a period of minutes and the receipt subsequently made available.
10.4 When betting through the Website, you will know that your bet has been processed when, after clicking 'OK' to process your bet, your betting slip reappears with confirmation that your bet has been placed. Your betting slip will also have a receipt number individual to that slip, which confirms that the bet has been accepted. Closing a browser or app used to place a bet does not cancel the bet. If your browser or app is closed for whatever reason after submitting a bet but before a confirmation is received, your bet will be processed as normal although you might not receive a bet receipt. On re-opening your browser or app you can check whether a bet has been successfully placed by visiting the “my bets” section of the Website and checking your bet history. In some circumstances (for example due to connectivity issues) error messages may indicate a bet has not been placed. Where you are uncertain whether a bet has been accepted or not you should first check in your bet history before placing same bet again to avoid duplication.
10.5 If have any concerns that your bet has not been processed correctly, please go to the 'Your Account' button at the top of the screen via the Website and enter the date when you placed your bet. Details of all bets processed will appear on your screen. Only bets that appear on your 'Account History' screen are processed transactions.
10.6 It is your responsibility to ensure that the details of any transaction which you place are correct. For bets placed through the Website, you can check bets using the 'Account History' screen.
10.7 You may not place a bet on any event: (i) in which you are (directly or indirectly) a participant the placing of such bet is in breach of any rules on betting or misuse of inside information relevant to a sports governing or other professional body of which you are a member or; (ii) in which you unfairly influence the outcome. Any such bet will be void.
10.8 Where we see patterns in your betting activity that give rise to our reasonable suspicion that you are engaging in arbitrage, targeting pricing errors, targeting latency, and/or taking part in syndicated activities, we will place restrictions on your Account which may include limiting your maximum stakes on certain bets. We will also have the rights set out in clause 15 with respect to any Prohibited Activity that you have engaged in.
10.9 Bets are settled on the first result published by the official source/governing body or alternatively, by the official website of the relevant event, immediately after the match/event is finished. Any subsequent corrections or amendments to this result will not apply for settlement purposes. Please see the Sports Rules (where applicable) for further details about individual events’ settlement rules.
11. Maximum Payout Limits
As we explained in the “Important Information” section at the top of these General Terms, maximum payout limits apply to certain products and services available via the Website. This means that, regardless of the amount you bet/stake and no matter how much you appear to have ‘won’ (including as stated on your bet slip), you will only be entitled to receive up to the applicable maximum winnings limit. Our current limits are set out here.
12. Safer Gambling
12.1 We recognise that gambling can become a problem for some users; we take our responsibility to provide all our users with a safe and enjoyable gambling environment seriously. We offer an array of tools to support our users gambling responsibly (including time-outs and setting deposit and other financial limits) . More information about these tools can be found here.
12.2 If we think that you are at risk of gambling harm, we may suspend/close your Account and other accounts that we identify to be yours with other Brands. You will not be able to deposit funds or make any bets/wagers during the period of any suspension.
Self-Exclusion
12.3 To use our self-exclusion facility and in order to ensure that any accounts you have chosen to be excluded from have been closed (subject to the Self Exclusion agreement), please visit our safer gambling page or contact us. The minimum period for self-exclusion is six months; if you do not specify a minimum period, you will be excluded for six months.
12.4 You can ask us to either: (i) implement or extend your self-exclusion in respect of your Account with us only; or (ii) apply your self-exclusion to all the Brands run by the Entain Group. If you do not specify, your request will only be applied to this Brand.
12.5 If you self-exclude, any funds held in your Account will (subject always to clause 15) be returned to you within ten working days of such request, via the current active payment method linked to your Account (save that in circumstances where you have any outstanding bets or bingo/lottery tickets in place at that point at which your self-exclusion takes effect on our operating systems, due to the outcome not yet being determined, any potential returns due from these bets may be returned within 10 working days of the outcome being decided).
12.6 Following a self-exclusion request, we will remove you from our marketing databases, and take all reasonable steps to prevent any further marketing materials from being sent to you. However, you may still receive some marketing materials whilst our databases are updated.
12.7 You will not be able to reactivate your Account, if you have self-excluded, under any circumstances until the expiry of the relevant period of self-exclusion. At the end of the period, you can ask us to reactivate your Account by calling our 'Customer Support Team'We will process this request only after a 24 hour cooling off period has elapsed. Please note that in the event you email us, we will need to verify your request over the phone.
12.8 Self-exclusion involves a joint commitment from us and you. We will take all reasonable steps to prevent you from accessing your Account or opening new accounts with us during any period of self-exclusion. However, you must not attempt to re-open your Account or try and open any new accounts with us or do anything to get around the self-exclusion. If we discover that, during any period of self-exclusion from your Account, you have opened a new account, we have reason to believe you are using an account registered in someone else’s name, or a payment method linked to your self-excluded Account is being used on another account (each an “Additional Account”):
12.8.1 that Additional Account will be closed immediately, and you will be removed from any games that you are playing at the time, irrespective of the state of such play (i.e. this may include if you are in the middle of a Poker tournament, bonus round or any other activity that you may not be able to complete). In that event, any stakes in play at the point of such closure will be immediately deemed null and void (and returned to you);
12.8.2 any bets on events which have yet to start at the point of the Additional Account being closed will be cancelled, and all stakes will be returned to you (this will be subject to any winnings that you may have already withdrawn, in which case said amount will be deducted to leave the amount to be returned to you in a neutral position);
12.8.3 any winnings accruing (or that would accrue) from or after the date of the Additional Account closure will not be paid out;
12.8.4 we will not be responsible to you for any losses incurred prior to the point of closure of any Additional Account (and will not seek to recover any winnings paid to you prior to this point).
12.9 Having implemented reasonable checks and safeguards to prevent you from accessing your Account and/or opening a new account online using the same personal details, we will not be held liable to you or any third party if, despite these safeguards, you breach any of the terms of this clause 12.
12.10 In addition to our own internal self-exclusion facility, we are registered with the self-exclusion service provided by The National Online Self Exclusion Scheme Limited (“GAMSTOP”). Successfully registering with the GAMSTOP self-exclusion service will prevent you from accessing all online gambling websites and apps run by members of the GAMSTOP service. You can find out more details about the GAMSTOP self-exclusion service by visiting http://www.gamstop.co.uk.
13. Closing Your Own Account
13.1 You may close your Account at any time by using your Account settings or by letting us know by via chat, email or telephone (see our 'Contact Us' section of the Website).
13.2 Upon Account closure by you, you will need to request the withdrawal of any balance in your Account and we will process such request subject only to our right to withhold sums under the Terms of Use in certain circumstances. If you have placed any bets in relation to events which have not yet taken place at the time of you closing your Account such bets shall still stand, and if such bets subsequently win, the corresponding sums shall be sent to you once the outcome of the bet is known subject to our right under the Terms of Use to void winnings in certain circumstances.
13.3 You can reactivate your account at any time by Contacting the Customer Support Team. Once activated, please note that there is a 24-hour cooling off period before you can use your account.
14. Inactive Accounts
14.1 If you do not place any cash wagers or bets using your Account for a period of 13 consecutive months, it will be classified as ‘inactive’. You will be notified via email prior to your Account becoming inactive and we will make an attempt to return any balance in your Account to your last known payment method. You may also cash out your balance at any time by logging in and making a withdrawal. If your payment method has expired or your balance is below the minimum withdrawable amount, you will have to make a deposit with a new payment method and then withdraw that deposit and any additional balance to the new payment method.
14.2 If we are unable to successfully return your balance to you for whatever reason and after at least 30 days’ advance notification to your registered email address, we will start charging a monthly administration fee of £3.00 (the “Inactive Account Fee”). The Inactive Account Fee shall continue to be charged until the earlier of: (i) your Account being reactivated by you logging on and depositing or placing a cash wager or bet; or (ii) your Account balance reaching £0.00.
14.3 You may reactivate your Account by logging in and depositing or placing a cash wager or bet. You may also request the reimbursement of any Inactive Account Fees by contacting Customer Services.
14.4 We may be required to reverify your personal details before you are able to deposit or withdraw, this will be notified to you upon Account login and instructions will be provided.
15. Prohibited Activities and Limitation/Suspension/Closure of Your Account by Us
15.1 We may close, limit, or suspend your Account at any time, as set out in these General Terms. Other than where we suspect (acting reasonably) that you have engaged in a Prohibited Activity, we will notify you in advance of any such action on our part, in which case such action may take effect without notice following the process set out below.
15.2 We will suspend access to your Account where we have reason to believe that you have engaged in any Prohibited Activity. Your Account will remain suspended while the matter is investigated. You agree to cooperate fully with any such investigation. Your funds cannot be accessed or withdrawn during periods of suspension, and any balance will remain in the Account. We will use reasonable efforts to undertake our investigation within a reasonable period, but you acknowledge that any delay on your part to respond to our information or other requests will affect our ability to do so.
15.3 If our investigation results in our decision (acting reasonably) that the issue has been resolved to our satisfaction, we will lift the Account suspension. If our investigation results in our decision (acting reasonably) that you have engaged in any Prohibited Activity, we will close your Account. In these circumstances, your details may be passed on to any applicable regulatory authority or any other relevant external third parties.
15.4 Any balance in your Account at the time of any closure by us will be paid back to you, except where:
15.4.1 you have engaged in illegal activity, we are under no obligation to refund to you any money that may be in your Account; and
15.4.2 we discover or determine (acting reasonably) that you have participated in any Prohibited Activity (as defined in clause 15.6 below) then we will withhold all or part of the Account balance and/or (if/as applicable) void or recover from your Account deposits, payouts, Promotions, and/or any winnings in each case that are attributable to those Prohibited Activities.
15.5 If we close your Account under clause 15.2 above or clauses 15.7 or 15.9 below, any unsettled transactions will be void. If we close your Account for any other reason on the giving of advance notice (see clause 15.1 above), any outstanding/open bets will stand and any winnings from those bets will be paid out on completion of the bet subject to our right under the Terms of Use to void winnings/withhold payments in certain circumstances.
Prohibited Activities
15.6 You may only use the Website, including your Account, for lawful gambling purposes in accordance with these Terms of Use. You must not engage (or attempt to engage) in any of the following activities, each of which are each defined as a “Prohibited Activity”:
15.6.1 if the name registered on your Account does not match your true and legal name or the name on the financial/bank account and/or the debit card(s) used to make deposits or withdrawals on that Account;
a) if you have deliberately or fraudulently opened or are using one or more Duplicate Account/s;
b) if you become bankrupt;
c) if you appear in our reasonable judgement to be depositing or withdrawing money without genuine or commensurate play or wagering;
d) if you are located in any territory outside the United Kingdom, including if you are using a VPN to disguise your location;
e) if you use the Website for any purpose or post any content on any chat functions made available via the Website which is, or is likely to be considered to be, defamatory, abusive, obscene, unlawful, of a racist, sexist, politically sensitive, or otherwise discriminatory in nature, or which could cause offence (including if your chosen Account username or any screen name(s) fall under any of these categories);
f) if you misuse the Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful or if you attempt to gain unauthorised access to the Website, the servers on which the Website are stored, or any server computer or database connected to the Website;
g) if we have received a “charge back”, “denial”, “reversal” and/or a "return" notification via a deposit mechanism used on your Account or if your deposits fail to be honoured by your bank for any reason;
h) if you have allowed or permitted (whether intentionally or unintentionally) someone else to use your Account;
i) if you use a stolen, cloned or otherwise unauthorised payment method as a source of funds in connection with your Account;
j) if you use stolen monies and/or stolen payment method to fund your Account, or if you are otherwise depositing money into your Account which originates from criminal and/or other illegal activities and/or the proceeds of crime or the proceeds of terrorist financing;
k) if you use the Website other than for your personal and recreational use;
l) if you exploit a fault, loophole, pricing anomaly or error (including design error) in our or any third party's software on the Website through arbitrage or any other means;
15.6.2 if you use your Account in a manner which is fraudulent, dishonest, or criminal/illegal including without limitation by colluding with others in order to gain an unfair advantage (including in respect of Promotional benefits);
m) if we discover or have reason to believe or suspect you are involved in collusion or cheating of any kind;
n) if you provide untrue, incorrect, incomplete or misleading information or documentation (including if you provide documentation we reasonably consider to be forged) while registering for an Account or at any time afterwards (except where you provide any incorrect or misleading information in order to pass age-related Verification Checks, which situation will be dealt with as described in clause 7.8 above);
o) if you have employed or made use of a system (including hacking and/or the use of machines, computers, software or other automated systems such as bots) designed to circumvent or exploit our bookmaking or gaming systems;
p) if you are prohibited from entering into a transaction via the Website by any term of your contract of employment, these Terms of Use, or any rule of a governing body or other professional body of which you are a member and which applies to you;
q) if you place a bet on any event in which you are a participant or in which you can influence the outcome;
r) if we see patterns in your betting activity that give rise to our reasonable suspicion that you are engaging in arbitrage, targeting pricing errors, targeting latency, and/or taking part in syndicated activities;
s) if you abuse any of our staff or make (or threaten to make) any defamatory or false statement about any company within the Entain Group and/or any of its/their staff or officers;
t) if you breach any confidentiality obligation owed by you to any company within the Entain Group (whether such obligation arises under the Terms of Use (including under clause 25.6 below) or otherwise);
u) if you engage or attempt to engage in any so-called 'site scraping' activities with respect to the Website, including the use/attempted use of bots or other software/technology to extract content and/or data from the Website; or
v) if you abuse any of our Promotions or otherwise breach any applicable Promotional Terms;
w) if you engage in ‘chip dumping’ or poker collusion; or
x) if you breach the Terms of Use in some other way.
15.7 We may also from time to time be required to restrict, suspend or close Accounts for legal or regulatory reasons, including where we are required to do so by a competent authority and/or the terms of our licence. Such actions, if applicable, may affect your use of your Account.
15.8 Upon closure of your Account as described above, you agree and acknowledge that your rights to use the Website shall immediately end.
15.9 If we close your Account because you have engaged in any Prohibited Activity, (a) we will be entitled to review your activity on any other of our Brands and inform the other companies within the Entain Group, and (b) any other member(s) of the Entain Group will be entitled to close any account(s) you may hold with them. Likewise, if we are informed by any other company within the Entain Group that your account with them has been closed because you have engaged in any prohibited activity with respect to that account, that prohibited activity will be deemed a Prohibited Activity for the purposes of these General Terms and we will be entitled to close your Account with us (and any other related Accounts with Entain Group).
16. Information We Collect About You
16.1 It is your responsibility to ensure that your personal Account details and personal information is kept up to date.
16.2 We process information about you in accordance with our Privacy Notice which contains details on the types of information we collect and what we do with that information.
16.3 As set out in clause 15.6 p) above, use of ’bot’ and similar software programs is a Prohibited Activity and we deem its use detrimental to other players. Our software may perform any or all of the following functions in order to detect the use of such illicit automated programs and ensure that we maintain a 'cheat free' environment for all users: (i) scan your list of active software applications while you are using the Website; (ii) scan your list of active processes while you are using the Website; and (iii) scan the files in your Website-related program folders to ensure that only 'non-hacked' versions of our software are being used. If any of the processes reveals a suspect application or process, our software may scan the files associated with the suspect application or process and compile a composite mesh (i.e., a profile that characterises the files associated with the application or process) to be matched against profiles for known illicit automated programs. Our software will not perform any random search of large portions of your hard drive, equipment or files, and it will not transmit any information to us or to any third party other than the information necessary to identify use of illicit automated programs. Our software will not alter any files or information on your computer or other equipment and will not interfere with the operation of any of your applications. You can stop using our software at any time by uninstalling our software package. We rely on legitimate interest to carry out this processing and we aim to provide a safe and fair gaming platform for all our players.
17. Errors, Interruptions and Malfunctions
17.1 We try to provide you with a high-quality betting and gaming platform, but we annot guarantee that the Website will at all times perform correctly. Various kinds of mistakes and errors can occur – technical, human and otherwise – and you understand and agree that we can only provide the Website to you, and you must accept the Website, in the condition that we make it available from time to time. Please keep in mind that when we use the term “Website” in these General Terms, we mean all the websites, apps, and betting products and services that we provide under the Gamebookers Brand.
17.1 In this clause 17, we set out a description of the things that can go wrong and the rights that we have in such events.
17.1 Set out below are some important definitions to help you understand this clause:
A “Malfunction” refers to where an automated process fails to operate as designed or intended, for example where a piece of computer software produces a deviation from its intended performance specifications or parameters, or where two pieces of software fail to interface or communicate with each other in the manner intended or designed, in either case so as to produce a result which is not the result that was intended or designed. These malfunctions may or may not be apparent to us or to you and they may only come to light as and when settlement instructions, game outcomes, winnings or cashouts are investigated and analysed retrospectively.
An “Error” refers to a mistake or error that is not exclusively technical, for example (but without limitation):
- the mistaken posting of incorrect odds;
- the offer of incorrect prices or terms for participation in a promotion or gambling opportunity;
- a Cash Out value (or a price relating to a Cash Out value) being incorrectly offered (see clause 10);
17.4 a game or feature displaying an incorrect outcome such as an incorrect result, incorrect payout amount, an incorrect bonus/jackpot win, a graphics error affecting the symbols, characters, numbers, bonus features, wheels, reals, speed and/or any other feature of a game; or
- a glitch (temporary or otherwise) that results in the deviance in the performance of any product available on the Website from the intended.
Errors can arise from human mistakes, administrative, operational or systems failures and combinations of all of these (often described as ‘palpable errors’). For example, a bet might be offered mistakenly at a price that is out of step with the market or a promotion designed to offer a £5 return might mistakenly advertise a £50 return or the pay-tables advertised for a product may mistakenly fail to reflect the true payment configuration of the product.
An “Interruption” refers to an interruption in a gambling transaction for any reason, for example an interruption caused by the failure of the internet or connectivity, or severe latency in communications, or technical failure due to some disaster or unforeseen event.
Where any of the above occur, we will deal with them as described below and it is important that you understand and agree to the following before you use the Website, as we made clear in the "Important Information” note at the top of these General Terms:
Malfunctions
17.5 Where any Malfunction is or becomes apparent or obvious to you or you suspect that a Malfunction may be occurring, you agree that you will cease you use of the relevant aspect(s) of the Website immediately, and will report it to our Customer Support Team immediately. If as a result of a Malfunction, your Account is credited with winnings that you would not have received were it not for that Malfunction, we will void the relevant transaction and withhold any resulting winnings. This applies even if the relevant gambling product could have produced the same or similar amount of winnings without the intervention of the Malfunction and it applies whether the Malfunction was apparent to you or to us or not. If you have withdrawn any such winnings, you agree that you will pay them back to us as and when we ask you to.
Errors
17.6 In theevent of an Error, the same applies as for Malfunctions, as set out above.
17.7 Where any Error is or becomes apparent or obvious to you or you suspect that an Error may be occurring, you agree that you will cease you use of the relevant aspect(s) of the Website immediately, and will report it to our Customer Support Team immediately.
Interruptions
17.8 Our priority is to ensure that we deal with Interruptions in a way that is fair and does not systematically disadvantage our customers. Interruptions may occur in relation to live feeds and also result in the unavailability of cash outs (where this option is available). Where an Interruption is caused by failures in the Platform, we will suspend betting markets.
17.9 Any results, live scores, times or any other in play events information displayed on our site are for guidance purposes only and we accept no liability should these be displayed incorrectly or out of sync with the real live event. We make every effort to ensure that this information is accurate and up to date, however, if you intend to place a bet based on any live event information displayed on our website, we recommend that you verify said information on other official sources before placing your bet.
17.10 In relation to gaming:
a) where an Interruption occurs after we receive notification of your stake and where you can have no further influence on the outcome of the event or gamble, the results of the gamble will stand;
b) where an Interruption to a single-participant single stage event occurs before an outcome has been recorded on our server, any deducted stakes will be returned to your Account;
c) for games where there are multiple stages or decision points, we will take all reasonable steps to either restore the game to its last known state prior to the Interruption to enable you to complete the game or where results play out automatically, the result as recorded on our server shall stand;
d) for games with multiple participants (equal chance or otherwise) we will deal with these as seems fairest to us (acting reasonably) on a case-by-case basis; and
e) for games that are Progressive Jackpots, Progressive Jackpot values will be restored to their pre-failure state to the extent it is within our control and not the games provider.
17.11 f) In the event of an Error, Malfunction or Interruption the balance of Your Account shall revert to the last position recorded on our servers immediately prior to said Error, Malfunction or Interruption or, where a result is recorded on our servers, then that result will stand as the correct result.
17.12 By placing any further bets or stakes on our Website, you accept the results of any previous transaction. As such (at our discretion) the results of previous transactions are no longer in dispute and no refund or other adjustments will be granted. If you feel that the result of any of the games were unfair or incorrect, you should contact us immediately and report the incident.
18. Promotions
18.1 We may offer certain Promotions from time to time.
18.2 All Promotions are subject to these Terms of Use, which, as explained in clause 1.2 above, includes the Promotional Terms.
18.3 Not all Promotions will be available to all customers. We may also prevent the take-up of new Promotions and/or the completion of Promotions for regulatory reasons including those relating to safer gambling.
19. Intellectual Property Rights
19.1 You acknowledge and agree that all intellectual property rights in and to the Website, its contents (including any software) and in the content published on it shall remain at all times vested in us or our licensors. These intellectual property rights include, without limitation, copyright, trade marks, the underlying software, the design, graphics, layout, look and feel and structure of the Website, database rights, design rights, domain names and rights to goodwill and/or to sue for passing off. You are permitted to use this material and content only as expressly authorised by us or our licensors.
19.2 You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may only download such material and content for such purpose. Any other use of such material and content is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit, tamper with or create derivative works of such material and content.
20. Downloads
20.1 For certain of our betting products and services offered through the Website you may need to download software in order to use them and we will licence the software to you (or sub-license to you, to the extent the software is owned by a third party). The terms upon which you may download and use any such software will be made available to you at the time of download and must be accepted by you prior to your use of that software.
20.2 Downloads may involve placing files and installation software on the hard drive of your computer. Convenient locations for storing the software may be suggested during the download and installation procedure but it is your responsibility to store the software in accordance with the exact nature and set-up of your individual computer. We shall not be responsible for incorrect storage of the software in files/folders where it may interfere with the start up, running and third party software procedures of your computer
20.3 You shall not:
20.3.1 interfere with, modify or reverse engineer any software provided to you by us and/or any third party, except as permitted by law; or
20.3.2 copy or use any software, without our or the third party software providers written consent.
21. Links From Our Website
21.1 Where our Website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of these sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them or their use of any information they may acquire about you (including personal data).
21.2 A link from our Website does not constitute an endorsement by us of the use of that link, the company or organisation behind that link or the contents of the website reached using that link.
22. Uploading Content to our Website
22.1 Some of the betting products and services made available on the Website provide functionality for you to utilise your own content in conjunction with our online products and services ("User Content"). You retain ownership of your User Content. You understand and agree that you are solely responsible for your User Content and we do not endorse any User Content and expressly disclaim any and all liability in connection with User Content.
22.2 Where you utilise User Content in conjunction with our Website you warrant and represent that:
22.2.1 the User Content is an original work created by you or you have the express consent of the owner of the User Content for it to be used in such manner;
22.2.2 the User Content does not infringe any third party intellectual property rights or rights of privacy anywhere in the world;
22.2.3 the user Content does not contain any derogatory, offensive, indecent, inappropriate or defamatory material or statements;
22.2.4 the User Content does not contain any computer virus, trojan horse, or any other form of malicious computer code which would disable, disrupt, harm or impede our Website or any software, data or hardware owned or operated by us; and
22.2.5 the User Content complies with all applicable laws and regulations including, without limitation, data protection and privacy laws.
22.3 Any User Content you upload to the Website will be considered non-confidential and by uploading it you grant to us and our sub-licensees the right to use, copy, distribute and disclose to third parties any such User Content for any purpose. By uploading User Content to our Website, you are automatically deemed to have granted us a licence to use and sub-licence that User Content as we see fit, including for commercial purposes including for promotional purposes (on an anonymised basis) or for the development of our services.
23. Limitation of Liability
23.1 Nothing in these Terms of Use limits or excludes, or seeks to limit or exclude, our liability for:
23.1.1 personal injury or death caused by our negligence or the negligence of our employees, agents or subcontractors;
23.1.2 fraud or fraudulent misrepresentation;
23.1.3 any breach by us of your statutory rights as a consumer; or
23.1.4 any other liability which may not be excluded or limited by applicable law.
23.2 Subject always to clause 23.1 above, we are not liable to you or any third party for any damages or losses which arise out of or in connection with your use of (or inability to use) the Website and/or any of the products or services offered via the Website including as a result of or in any way connected with:
23.2.1 damages or losses that were not foreseeable by you and us at the time of you first accepted the Terms of Use (damages or losses are "foreseeable" if it is obvious that they will happen, or if (at the time you agreed to the Terms of Use) you and we knew they might happen;
23.2.2 any Error, Interruption or Malfunction;
23.2.3 your breach of the Terms of Use including any Prohibited Activity on your part;
23.2.4 damage to your equipment or for any loss or corruption of data that results from your use of the Website, except that if any defective digital content that we have supplied to you damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation;
23.2.5 our closure, restriction, limitation, or suspension of your Account or any other action on our part in accordance with these Terms of Use;
23.2.6 any loss of content or material uploaded or transmitted through the Website by you or for any modification to, suspension of or discontinuance of the Website.
23.2.7 any breach or non-performance by us of the Terms of Use if such a breach is caused by a matter beyond our reasonable control, including acts of God, internet failures, computer equipment failures, telecommunication equipment or other equipment failures, electrical power failures, fire, lightning, explosion, war, flood, industrial disputes, sabotage, severe weather, pandemic, or acts of local or central Government or other competent authorities.
23.3 Subject always to clause 23.1 above:
23.3.1 save in respect of any winnings properly due to you in accordance with these Terms of Use, our maximum liability to you arising out of the Terms of Use will be limited to:
a) the amount of the bet relevant to the which the liability in question has arisen; and/or
b) where monies paid by you into your Account have been misplaced by us, the return of the same amount into your Account;
23.3.2 we do not promise that the Website will have uninterrupted availability or that they will be free of bugs, viruses or Errors, Interruptions or Malfunctions; and
23.3.3 the Website is provided on an 'as is' and 'as available' basis and we make no specific warranty or representation in relation to the Website and we do not promise that the Website will meet your requirements.
23.4 As we made clear in the "Important Information” at the top of these General Terms, we will not be liable to you under the Terms of Use, and nor do we owe you a duty of care, in respect of our compliance or non-compliance with any regulatory obligations that we may be under from time to time including those relating to 'safer gambling' or 'social responsibility'.
24. Your Responsibility to Us
24.1 We may take further action against you if you are involved in any Prohibited Activities and will make such reports as necessary to the relevant authorities.
24.2 You agree to compensate us, on demand, for all claims, liabilities, expenses, costs, charges or losses sustained or incurred by us and/or any other member of the Entain Group arising from any Prohibited Activities engaged in by you.
24.3 We shall be entitled to recover any sums that you owe us by deducting the appropriate amount from your balance or any future winnings or deposits credited to your Account/s. We may also instruct third-party collections agencies to collect any debt you owe to us. This may have a detrimental impact on your credit rating and will require us to share your personal information (including your identity) with appropriate agencies and to report any criminal or suspicious activities to the appropriate authorities.
25. Disputes and Complaints
25.1 In this clause, any enquiry which refers to the general conduct of the licensed activities, other than the settlement of the transaction itself, will remain categorised as an enquiry through the internal complaints procedure until any escalation to Gamebookers Complaints Team; at which point the matter will be classified as a "Complaint". Ultimately it will be the response of the Gamebookers Complaints Team, where escalated, which represents the final stage of this procedure.
25.2 Where the enquiry refers to the settlement of a betting or gaming transaction, it will become a "Dispute" where:
25.2.1 it is not resolved at the first or second stage of the complaints procedure and is escalated to the Gamebookers Complaints Team;
25.2.1 following the response from the Gamebookers Complaints Team, the complainant remains dissatisfied and subsequently refers the matter to the applicable external body for adjudication.
25.3 The Complaints Procedure is as follows:
25.3.1 Stage 1: Your enquiry will first be reviewed and investigated by our Customer Services Team and one of our advisors (the “Agent”) will respond to you, logging all calls/messages and taking appropriate notes.
25.3.2 Stage 2: Should your enquiry not be resolved at Stage 1, the matter will be referred to the Agent’s Team/Line Manager. The Manager will review the matter and communicate their decision to you.
25.3.3 Stage 3: Should you be dissatisfied with the Stage 2 response the matter may be escalated to the Gamebookers Complaints Team by emailing complaints@gamebookers.com, at which time your enquiry will be recorded as either a ‘complaint’, or where the matter relates to a betting or gaming transaction, a ‘dispute’.
25.4 The Complaints and Disputes resolution policy is as follows:
25.4.1 Upon receipt of an escalated enquiry, the Gamebookers Complaints Team will carry out any further necessary investigation and respond to you. The response of the Gamebookers Complaints Team represents the final stage of the Internal Complaints and Disputes procedure.
25.4.2 Should you remain dissatisfied in relation to a Dispute, you do have the option to escalate the matter externally via our approved Alternative Dispute Resolution provider. Please see below for more information.
25.5 During this process all telephone, chat and e-mail communications with You and any other person may be recorded. If the contents of these communications are disputed, then we will consult these records and these will be key in our decision making process, unless additional evidence is presented.
25.6 All discussions between You and us relating to a Complaint or Dispute - including details of the Dispute/Complaint, any enquiries made, and/or any customer services correspondence entered into as part of Dispute/Complaint resolution - are confidential, with the aim of trying to resolve the Dispute amicably. You agree not to disclose the existence or content of any such discussions to any third party (including to the media or via social media/chat-rooms or other similar forums), save that you may disclose details to your advisors (lawyers, financial advisors, health professionals, insurers etc), relevant regulators or law enforcement agencies, the Independent Betting Adjudication Service (“IBAS”) or other dispute resolution services, or as required or permitted by law.
25.7 In the event of unauthorised disclosure of confidential information, then the resolution process will be put on hold. In these circumstances, we will also have the ability to freeze and potentially close Your Account.
25.8 If You are a registered United Kingdom player with Gamebookers at the time of receipt your Complaint: (i) you should receive an acknowledgement of the receipt of your Complaint within 24 hours from the time we have received your Complaint as set out above. The final position will be provided via email within eight weeks from the time it was received, unless you fail to engage with the complaints process in a timely manner. In the event that more information is required from you, this period will be paused until such time as you provide us with the required information, at which point the process will continue from where it had previously stopped; and (ii) Our complaints process will end if your Complaint remains unresolved eight weeks (taking into account any pauses for you to provide information) after we received it, or we reach a deadlock or final position in less than eight weeks. We will then write You a final response email on the matter.
25.9 For customers in the United Kingdom:
25.9.1 You may escalate the matter externally to IBAS.
25.9.2 IBAS acts as an impartial adjudicator on disputes that arise between betting and gambling operators and their customers, after they have been through the operator's own internal dispute procedures and if deadlock exists.
25.9.3 IBAS panel of betting experts apply their specialist knowledge to the facts and will adjudicate by reference to these Terms but do not rule on complex legal issues. As well as offering effective dispute resolution procedures, IBAS also check that we have complied with the standards set by the appropriate regulatory bodies and with the IBAS Terms and conditions of registration. IBAS can be contacted at www.ibas-uk.com or via telephone on +44 (0)207 347 5883 or via post at IBAS, PO Box 62639, London EC3P 3AS. You may refer a dispute to IBAS at any time following the conclusion of our review of the dispute, so long as this is within twelve months of the date when the dispute arose.
25.10 Customers outside of the United Kingdom may raise your matter with the Gibraltar Gambling Commissioner should You be dissatisfied with the outcome of an enquiry. For further information on how to contact the Gibraltar Gambling Commissioner, please visit their website at https://www.gibraltar.gov.gi/finance-gaming-and-regulations/remote-gambling.
26. Compliance with laws
26.1 Any betting products accessed through the Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any bets placed through the Website.
26.2 The availability of the Website outside of the United Kingdom does not constitute an offer, solicitation or invitation by us for the use of betting, gaming or other services in any jurisdictions in which such activities are prohibited by law. Under no circumstances will we be liable to you for any losses that you may incur in, nor will we be liable for any breach of state or country law that may occur as a result of your usage of the Website outside of the United Kingdom.
27. Other Important Terms
Severability
27.1 If any term, condition or provision of the Terms of Use are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining Terms of Use which will continue to be valid to the fullest extent permitted by law.
Waiver
27.2 No failure or delay by us in exercising any right under the Terms of Use shall operate as a waiver of this right. Similarly, any single or partial exercise of any right shall not preclude any further exercise of any of these rights or the exercise of any other right.
No Partnership, Agency, etc.
27.3 Nothing in the Terms of Use shall be construed as creating any agency, partnership or any other form of joint enterprise between you and us.
Assignment, Transfer, etc.
27.4 You may not assign, transfer, charge or otherwise deal in your rights and/or obligations under the Terms of Use without our prior written consent. We are entitled to assign, transfer, charge or otherwise deal in our rights under the Terms of Use as we see fit but we will only do so where this will not prejudice your rights under the Terms of Use, or alternatively with your consent. Without limiting the foregoing sentence, we may wish to transfer our rights or obligations under these Terms of Use to another company within the Entain Group or any other legal entity, including if we restructure or there is a sale of our business. You agree that we may do so provided that in the case of such a transfer, after we notify you of the date on which such transfer takes place, your rights under these Terms of Use will be against the new legal entity.
Third Party Rights
27.5 Unless expressly stated, nothing in the Terms of Use shall create or confer any rights or any other benefits whether pursuant to the Contracts (Rights of Third Parties) Act 1999 or otherwise in favour of any person other than you and us.
Law and Jurisdiction
27.6 The Terms of Use are governed by and will be interpreted in accordance with the laws of England and Wales and you and we submit to the non-exclusive jurisdiction of the courts of England and Wales in relation to any dispute in relation to the Terms of Use, provided that this choice of law and jurisdiction will not deprive you of any mandatory consumer protections of your home country (if different).
Entire Agreement
27.7 The Terms of Use and any document expressly referred to in them and any guidelines or rules posted on the Website represent the entire agreement between you and us in relation to the subject matter of the Terms of Use and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.