Terms & Conditions

Introduction

Welcome to Betway, a world-class provider of online sports betting and casino.

These Terms and Conditions and the documents referred to in them (together the "Terms") apply to customers ("Customer/s" "You") who access and/or use any of the websites or apps offered by, register for an account with, and/or use any of the products or services offered by (collectively referred to as "Our Services") any of brands managed by, Betway Limited ("Betway", "Us / We / Our").

Understanding these Terms

To help You understand these Terms we have tried to write them in clear, plain English and we've also added some explanations in plain English. These explanations appear throughout these Terms, in italics. These explanations are not legally binding, but everything else in these Terms is.

It is important that You take the time to read and understand these Terms because they affect Your rights and, in some cases, will result in You not being paid by Us, or being excluded or prevented from playing with Us. If You have any questions about anything contained in these Terms or if there is anything You do not understand, please get in touch with Us and we will be happy to answer Your questions. Please in particular pay close attention to the Important Note that is directly below and then please read the remainder of the Terms carefully.

IMPORTANT NOTE: PLEASE READ THIS NOTE BEFORE YOU MOVE ON TO THE REMAINDER OF OUR TERMS

Everything contained in these Terms is important and should be read by You, but We would like to draw Your attention in particular to the following sections and the important terms that they contain.

These sections have the potential to seriously affect Your interests. You must read the sections themselves and not rely on the short summaries below. The reasons that they are important are as follows:

Section 3 – Verification and Eligibility: We will need to complete certain verification checks before allowing You to do certain things in connection with Your account. If we’re unable to complete these checks to our reasonable satisfaction, we will suspend and, ultimately, close Your account and pass on any necessary information to the relevant authorities. Please read section 3 carefully.
Section 4.1 – Duplicate Accounts: You may only hold one account with Us. If We discover that You hold more than one account, We will have certain rights including the right to close all Your accounts, to void bonuses and winnings, and to retain positive balances. Please read section 4.1 carefully.
Section 5 –Withdrawals: You are generally permitted to withdraw up to the full amount of Your real money balance at any time, but in certain limited circumstances, We will delay or withhold Your withdrawals. These circumstances include situations where we have to make regulatory checks, where we discover or have reason to think You have done something wrong (we call each of these a “Prohibited Activity”), and where there has been an Error, Malfunction or Interruption (see section 11) which has caused an incorrect payout. Please read section 5 carefully.
Section 6 – Prohibited Activities: these are the things You may not do, for example cheating, colluding with others, allowing others to use Your account, using stolen funds, providing untrue information to us or gambling using software or ‘robots’. If You do these (and certain other) things, we have rights against You, such as cancelling/voiding Your bets, withholding relevant winnings, and suspending and, ultimately, closing Your account. Please read section 6 carefully.
Section 7 – Suspending and Closing Your account: This section sets out when and why We can suspend and, ultimately, close Your account and what happens if We do so. Please read section 7 carefully.
Section 11 – Errors, Malfunctions and Interruptions: 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 one of Our Services suffers a software error or presents incorrect information to You such as incorrect terms or winnings, We have the right to void affected transactions/winnings and not to pay You out. This includes circumstances where the problem is not obvious to You or Us and is only discovered by Us when we check or verify the result of a transaction. Please read section 11 carefully.
Section 13 – Liability: This section sets out information about what We are, and are not, liable for; and what You are responsible for. It is important that You understand what We are liable for and what We are not liable for when You play with Us. It is also important that You understand that We will not be liable to You under these Terms, 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 section 13 carefully.

Your contract with Betway

By selecting the “I am 18 years of age or older and I accept the Terms and Conditions and understand the Privacy Policy.” box when You register for an account with Betway, or by accessing and/or using any other aspect of Our Services, You are agreeing (or will be deemed to have agreed) that You have read, understood and will be bound by these Terms.

If You have any questions about these Terms or if You do not understand anything about them, You should contact Customer Support (using the email address set out below) before proceeding. If You do not agree to any of these Terms, You should not use Our Services. In particular, if You have not read and understood the Important Note set out above, and the sections to which it refers, or if You do not agree with any of those sections or the terms they contain, You should not use Our Services.

Note: If You access the websites/apps of, register for an account with, and/or play or bet with any of the brands managed by Betway, these Terms (including the associated documents listed above) apply to You. Please ask Us if You don't understand anything.

1. About Betway

1.1 Betway

When You access or use Our Services, You are entering into a binding contract with Betway Limited, a Maltese company (company number C39710) whose registered address is 9 Empire Stadium Street, Gzira, GZR 1300, Malta.

1.2 Acceptance of Risk

By accepting these Terms You are fully aware that there is a risk of losing money when gambling and You are responsible for any such loss. You agree that Your use of Our Services is at Your sole option, discretion and risk. In relation to Your gambling losses, As We made clear in the "Important Note” above, We will not be liable to You under these Terms, 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'.

1.3 Protection of Your Funds

All Customer Funds are held by Betway Limited in a segregated Customers' Funds bank account, separate from company funds.

This means that Customer funds are protected in the event of Betway's insolvency. This meets the Gambling Commission of Great Britain's requirements for the segregation of customer funds at the level: high protection. Information about the Gambling Commission's categories of protection for customer funds is available here.

Note: When You gamble, You accept that there is a risk of losing money. We protect any money You deposit in Your account, and keep it separate from the money We use to run Our business.

2. Jurisdiction

Betway is licensed to provide gambling services and products to You by a number of different regulatory authorities.

In Great Britain, Betway Limited is licensed and regulated by the Gambling Commission of Great Britain. You can view Our licence here.

You may only use this website to access Our Services if you reside or are located in the United Kingdom.

If You reside or are located in another jurisdiction, You may be able to use a different website operated by Us to access Our Services.

Note: We hold a lot of licences in order to provide Our Services to Customers around the world. You need to ensure that You use the correct website depending on which jurisdiction You are in when you access Our Services. This website is only for people located in the United Kingdom.

3. Registering for an Account

In order for You to be able to place bets and deposit money via Our Services, You must first register personally with Us and open an account.

3.1 Verification

You must be at least 18 years of age to use Our Services. Underage gambling is a criminal offence.

We are required to verify all of Our customers' ages and identities to comply with the requirements of Our licences, Our responsibility to prevent underage gambling and to prevent crime. You will not be permitted to gamble via Our Services until We have verified Your name, address and date of birth. We may also run credit checks with third party credit agencies on the basis of the information provided by You during registration.

At registration, You are required to enter Your personal details, such as name, address, and date of birth. All Your data is used and protected as described in Our Privacy Policy.

We will do Our best to automatically verify Your details based on the information You submit during the registration process. If We cannot do so You will be required to provide valid identification documents proving Your identity, age and address. Acceptable identification documents include, but are not limited to:

copy of a valid photographic identification document, such as a passport or driver's licence; and
copy of a recent utility bill confirming residence, such as an electricity bill, telephone bill etc. (important: the utility bill must not be older than 6 months); and
copy of a recent debit card / bank account statement (note: the account statement must relate to a financial method used and must not be older than 6 months).

If Your details cannot be verified based on the documents provided, You must provide additional information until We are able to successfully verify Your identity, and/or carry out such credit or other verification checks as We may require, including where we are required to do so by applicable laws and regulations or the relevant regulatory authorities. You agree to provide all requested documents in connection with these checks. Until We have received the requested documents and completed Our checks to Our reasonable satisfaction, We will restrict Your account in any manner that We reasonably deem appropriate, including by preventing You from depositing funds in Your account, placing any wagers or temporarily from withdrawing Your funds. If Our checks cannot be completed, then we will suspend and, ultimately, close Your account and pass on any necessary information to the relevant authorities.

To ensure the information we hold on you are always up to date, We may, from time to time, reperform Our verification checks.

If We discover (after You've successfully opened an account with Us) that You are under 18 years of age:

Your account will be closed;
all transactions made via Your account – including any winnings – will be voided;
all funds deposited by You will be returned to You using the same payment method used for the deposit of such funds, wherever possible; and
We may make a report to the relevant regulatory authorities.

Note: We're committed to providing a safe place for adults to gamble. To do this we verify the identity of our customers. In most cases, this can be done automatically, but sometimes we might have to ask you for more info. It is important for you and for us that you provide us with the information that we need in true and accurate form. Our Safer Gambling page sets out some advice and information about how to prevent persons under 18 from accessing gambling, including the use of filtering and blocking software such as http://www.netnanny.com on your computer, tablet and mobile.

3.2 Verification of Bank Details

If You use a debit card and/or a bank account for transactions at Betway, the account / card must be in the same name as the name You use when registering for Your Betway account.

Should Your account be restricted as set out above, We recommend You contact Customer Service for details regarding Our verification process.

Note: Betway accounts are for personal use only, so We require that Your account and form of payment be in Your real name and only used by You. When children or criminals gamble they often do so using accounts in the name of other persons.

3.3 Eligible Customers

Employees of Betway and their immediate family are not eligible to participate in games or betting via Our Services.

Note: This is to help ensure gambling integrity.

4. Your Account

4.1 Duplicate Accounts

You may only register and operate a single account with Betway. If We discover that You hold more than one account with Betway, We will classify all accounts opened after Your original account as "Duplicate Accounts" and will (in respect of each Duplicate Account):

close the Duplicate Account, leaving You with only the original Account (unless We have reason – for example if You have deliberately or fraudulently opened more than one active account – to close all Your accounts) and treat all bonuses obtained using the Duplicate Account, and all pending winnings accrued from such bonuses, as void;
void all bets/wagers made on the Duplicate Account; and
retain the positive balance of the Duplicate Account.

4.2 Accuracy

You are required to keep Your personal details up to date at all times. If You change Your address, e-mail, phone number, or any other contact or personal information, please contact Customer Service in order to update Your account information.

Updating or adding additional payment details for the purpose of a withdrawal may only be done by contacting Customer Service.

4.3 Username and Password

The account registration process requires You to create a username and a password. We encourage all customers to set strong passwords, such as using a mixture of lower case and upper case letters, numbers, and special characters. It is Your responsibility to keep Your password secret. You must not share Your password with anyone, and Betway will never ask You to reveal Your password. Any actions carried out through Your account will stand if Your user name and password have been entered correctly.

We reserve the right to terminate/suspend your account if You create an account with a username that is sexually explicit or offensive, this includes but is not limited to expressions of bigotry, racism, hatred or profanity.

Note: If your password ends up in the wrong hands then there is a risk of children being able to access gambling or third parties being able to access your account. Password security is therefore extremely important.

4.4 Inactive / Dormant Accounts

Betway will consider an account to be inactive (an "Inactive Account") after a period of 12 months after the last account login.

We will contact You prior to Your account being deemed an Inactive Account. You may reactivate an Inactive Account by logging into that account.

Before classifying an account as an Inactive Account, We will attempt to return any outstanding real money balance to You using the last payment method used by You to deposit into the account, except where these Terms permit Us to withhold payment.

Once an account becomes an Inactive Account, We will deduct an administration fee of 5.00 GBP from the Inactive Account on a monthly basis until such a time as the Inactive Account is no longer in credit or has become active once again.

Betway will consider an account to be dormant (a "Dormant Account") after a period of 18 months after the last account login. Once an account becomes a Dormant Account, We will close Your account and You may contact Us to arrange for the outstanding real money balance to be returned to You.

Note: You can only have one account with Us, and You are responsible for all activity on that account. We will restrict Your account if it creates concerns. If you don't log in for over a year, your account will be charged a monthly fee. Don't worry, we'll send you a few reminders before that happens and we will try to pay out your balance to your registered payment method.

5. Payment Details / Withdrawals

5.1 Withdrawing your funds

You may withdraw up to the full amount of Your real money balance at any time, provided that:

all payments made into Your account have been confirmed as cleared and have not been charged-back, reversed or otherwise cancelled;
We have completed any verification checks to Our reasonable satisfaction. 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
there is currently no ongoing, or (where applicable) completed, investigation:

a) into an Error, Interruption, or Malfunction (as those terms are defined in section 11.2 below) involving a Betway gaming product which You have played or participated in; or

b) where We have reasonable grounds to believe You may have engaged in a Prohibited Activity (as defined in section 6 below),

and in both these cases You acknowledge and understand, as We made clear in the ‘Important Note’ above, that We will void any affected transactions, withhold relevant winnings, and (in the case of Prohibited Activities) suspend and ultimately close your account with Us.

5.2 Minimum Withdrawals

Betway incurs fees when payments are processed. To cover our fees, we apply a minimum withdrawal amount of 5 GBP (or currency equivalent) for debit card and PayPal transactions. If Your account contains less than the minimum withdrawal amount, We will process a withdrawal of the balance in your account, subject to deduction of a 1 GBP (or currency equivalent) processing fee.

All withdrawals (wherever possible) will be processed back to the same payment method used to make a deposit on the account. Withdrawals may reflect as a single payment or in increments, depending on the payment option and withdrawal rules/requirements.

Please note that your payment method may impose fees for which we are not responsible.

Please contact Customer Support if You have any questions about Your withdrawal or associated fees.

Note: The minimum withdrawal amount is 5 GBP. However, should your Account have less than the minimum amount, we will still process a withdrawal for the balance in your account, subject to a 1 GBP withdrawal fee. You can check your balance, and the status of any bonuses, in the My Account section when you are logged in.

5.3 Credit, Credit Cards and Corporate Cards

You may only wager with the available funds in Your account. Betway does not offer credit.

You may not use a credit 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 card.

You also may not use any business or personal corporate debit cards to deposit funds into your account.

5.4 Payment Processor

All card transactions using Worldpay or Truevo are processed by Sevenvale Limited, a Guernsey company (company number CMP69023), whose registered address is Ground Floor, Havilland Street, St Peter Port, St Peter Port, GY1 2QE, Guernsey.

5.5. Betway is not a Financial Institution

Betway is not a financial institution and any balance held in Your account will not earn any interest in Your favour.

5.6 No legal or tax advice

Betway does not provide advice regarding tax and/or legal matters. Customers who wish to obtain advice regarding tax and legal matters are advised to contact appropriate advisors.

You are solely responsible for any applicable taxes on any prizes and/or winnings that You collect from Betway.

5.7 Timescales and Security Measures

Our aim is to process Your withdrawal as quickly as possible. In doing so, we will take into account any pre-withdrawal restrictions that may apply and will also adhere to the requirements of the Financial Action Task Force on Money Laundering.

Except when We’re entitled under these Terms to delay or withhold a payment to You ,Your withdrawal will be processed in up to 24 hours, although this may vary at weekends.

We may need to take additional security measures to ensure that You are the rightful recipient of the funds. In these instances, copies of identification documents may be required before payment can be made. These measures are in place to prevent fraud and protect your money and may result in a slight delay. We apologise for any inconvenience this may cause.

6. Prohibited Activities

You may use Our Services, including Your account, for lawful gambling in accordance with these Terms. You may not engage in any activity which We define below as a “Prohibited Activity” and you acknowledge and understand that the consequences of You doing so, as We made clear in the ‘Important Note’ at the beginning of these Terms, will include the voiding of any relevant transactions, the withholding of any attributable winnings, and the suspension and, ultimately, closure of Your account.

6.1 What is a Prohibited Activity?

The following activities are prohibited (each a "Prohibited Activity"):

1. if You use Our Services, including Your account, for any illegal purpose, activity or transaction (for example, money laundering, funding of terrorism, identity theft, misrepresentation of identity or identity fraud or payment fraud);

2. if We have reason to believe or suspect that You are involved in fraud, collusion or cheating of any kind in relation to Your use of Our Services;

3. if You provide incorrect, misleading and/or misrepresentative information during the account registration or any subsequent verification process (except where You provide any incorrect or misleading information in order to pass relevant age-verification checks, which situation will be dealt with as described in section 3.1 above);

4. if We discover or reasonably believe that You are resident in, or You are located in, any jurisdiction other than the United Kingdom;

5. if the name registered on Your account does not match the name on the bank account and/or debit card(s) linked to that account;

6. if You allow (intentionally or unintentionally) someone else to use Your account;

7. if Your use Our Services other than for Your own personal, non-commercial use;

8. if You have deposited funds into Your account which have been received from a third party for the purposes of gambling via Our Services, or You have funded a third party for the purposes of gambling via Our Services;

9. if We receive a "chargeback" and/or "return" notifications via Your bank or a deposit mechanism used on Your account;

10. if You use a stolen, cloned or otherwise unauthorised payment method as a source of funds in connection with Your account (including where you use stolen funds to fund Your account using a payment method which is in Your own name);

11. if You have employed or made use of a system (including machines, computers, software or other automated systems such as bots etc) designed specifically to defeat Our gambling systems or otherwise exploit a fault, loophole or error in Our or any third party's software (including any Error, Malfunction or Interruption); or

12. if You otherwise seriously breach these Terms.

6.2 Notifying others of Prohibited Activities

Betway may inform the relevant authorities, regulatory bodies and/or sports governing bodies, other online service providers, banks, electronic payment providers or other financial institution of Your identity and of any suspected Prohibited Activity on Your part.

Note: We are committed to offering Our customers a fair, safe place to gamble. We don't tolerate illegal activity, cheating, misrepresentation of information or other types of unacceptable behaviour, and will also notify others if We think such activity has taken place.

7. Suspending and Closing Your Account

7.1 Closure by You

You have the right to close Your account at any time. You may make a request to close Your account by contacting Customer Support; see section 10 (Support and Complaints) for details. You remain responsible for any activities on Your account until it is closed. You should withdraw the balance of Your account as soon as possible after requesting that it be closed.

You may also close Your account for self-exclusion reasons, as set out in section 9.2 below.

7.2 Suspension and Closure by Us due to a Prohibited Activity

If We have reasonable grounds to suspect that You have engaged in any Prohibited Activity, We will suspend Your account without notification, and Your account will remain suspended until the matter has been fully investigated. You agree to cooperate fully with any Betway investigation into such Prohibited Activity. Your funds cannot be accessed or withdrawn during periods of suspension, and any balance will remain in the account.

If any investigation We undertake into a suspected Prohibited Activity results in Our reasonable determination that You have engaged in any Prohibited Activity, We will permanently close Your account with immediate effect.

7.3 Suspension by Us for safer gambling

Betway conducts regular checks with the aim of ensuring Our Customers are gambling at a level that is safe and sustainable and unlikely to lead to harm.

Where We, acting in good faith, have reason to believe that gambling may not be safe for you, We may, where We consider it appropriate, suspend Your account with immediate effect. Upon suspension of Your account, any remaining funds will be returned to You.

While Betway endeavours to honor all bets placed by Customers, if Your account should be suspended for safer gambling reasons, Betway may void any bets placed after a decision is taken.

7.4 Closure by Us due to Your behaviour

Our Customer Support team are not expected to tolerate abusive, threatening or intimidating conduct from Customers under any circumstances. If You use threatening or abusive language in any communication with Us, or in Your interactions with other users of Our Services, We will close Your account with immediate effect.

7.5 Closure by Us for convenience

In addition to Our other rights of closure above, We may close Your account at any time and for any reason by giving You no less than fourteen (14) days' written notice (by email to the address on Your account). You should withdraw the balance of Your account as soon as possible after we give you notice.

Your account may be limited or suspended during the notice period.

7.6 Consequences of closure

Any balance in Your account at the time of any closure under this section 7 will be paid back to You, except that:

if You have engaged in illegal activity, We are under no obligation to refund to You any money that may be in Your account; and
if We discover or have reasonable grounds to believe that You have participated in any other form of Prohibited Activity, We will withhold all or part of the balance and recover from Your account deposits, pay-outs, bonuses and any winnings, in each case to the extent attributable to that/those Prohibited Activity/ies.

If We close Your account because we discover, or have reasonable grounds to believe, that You have engaged in an illegal or Prohibited Activity, You will not be allowed to open any future accounts with Us.

Cases of underage gambling will be dealt with as described in section 3.1 above.

7.7 Account restrictions

Betway actively manages financial liabilities and risk on events and markets. Liability and exposure controls can be applied across betting markets and or across individual accounts to manage those liabilities. Betway monitors accounts as described in the Privacy Policy. Should Your activity stand out from what Betway considers to be usual and expected behaviour, or fits into certain known patterns that denotes potential exposure and liability concerns, We may exclude You from certain promotions or from placing certain bets.

Note: Betway will monitor betting activity and reduce staking limits where appropriate.

8. Privacy Policy

8.1 Our Policy

Betway is committed to protecting and respecting Your privacy and complies with all applicable data protection and privacy laws. For more information on how and why We process Your data, please review Our Privacy Policy.

8.2 Publicity

If We want to use Your details for any promotional activity outside of Betway or Our Services, You agree to being contacted and asked to consent to Your details being used without additional compensation, except where prohibited by law.

9. Safer Gambling

9.1 Our Policy

Betway is committed to offering its Customers a fun and friendly online gambling experience, whilst also recognising that gambling can cause problems for a minority of individuals. For this reason, We actively promote safer gambling and encourage Customers to make use of a variety of safer gambling tools and features so as to better manage their account. Please refer to Our Safer Gambling Policy for full details.

Note: We want all customers to "Bet the Responsible Way". If you have any questions about the tools we offer or just want more information, please get in touch with customer support.

9.2 Self-exclusion

If You think that gambling has become problematic for You, You have the ability to exclude yourself from gambling for a defined period on any websites or apps operated by Betway. Our detailed self-exclusion policy, Our other safer gambling tools and facilities and sources of help and support are all set out in detail in Our Safer Gambling Policy.

On receiving Your self-exclusion request, Betway will close Your account and attempt to return any funds held in Your account. We will also signpost to You to appropriate counselling and support services and We will remove You from Our marketing databases.

On a review of the account we will cancel unused bonus money. Bets in play stand and payment of winnings will be made upon bet settlement. If Betway is unable to return the funds held in Your account for a period of 12 months, We will donate those funds to a charity of Our choosing.

9.3 Internal checks and measures

Betway conducts regular checks to ensure our customers are gambling at a level that is safe and sustainable. Should Betway, upon these checks, feel you may be at risk of gambling harm, we reserve the right to enforce restrictions on your account such as, but not limited to, imposing deposit limits and preventing you from receiving promotional marketing or opting into bonuses.

Note: We want You to gamble safely, and provide tools and help if You feel You are having problems with Your gambling.

10. Support and Complaints

10.1 Support

Customer Support is available if You experience any difficulties. Customer Support can be reached by clicking 'Contact Us' at https://help.betway.com/

10.2 Customer Complaints

We will always do Our best to resolve any issues You have with Our service. Unfortunately, this is not always possible via the standard Customer Support process. If You are unhappy with any aspect of Our service, and having attempted to address your concerns via the Customer Support channel first, You can raise a formal complaint. Customer complaints must be submitted within 6 months of the issue occurring.

To ensure Your complaint is dealt with promptly, please submit Your complaint to the email or physical address set out below.

E-mail: [email protected]

You will be sent a copy of Our Complaints Process when You contact the above email address, or alternatively You can request a copy at any time by contacting Customer Support.

To ensure Your complaint is dealt with promptly, please include the following information:

Your username/account number
Your registered First Name and Surname
A detailed explanation of the complaint
Specific dates and times associated with the complaint (if applicable)

Upon receipt, best efforts will be made to resolve any reported matter promptly and, at a maximum, one (1) month from the date on which Your complaint is received. In certain cases and based on valid good faith reasons, we may need to extend this period, for example, where the information that You provide to us is inadequate to allow us to undertake a proper investigation or where we cannot contact You for the purpose of further queries or clarifications. In these events We will do our best to keep You informed.

If for any reason You are not satisfied with the resolution of Your complaint, You may refer the matter to one of Our ADR entities as set out below, free of charge.

Note: We take customer satisfaction extremely seriously, so we have a team who will investigate any issues you feel have not been resolved to your satisfaction.

10.3 Alternative Dispute Resolution (ADR)

If You and We have not been able to reach an agreement within eight weeks of Our receipt of the complaint and where You have cooperated with the complaints process in a timely manner, You may refer the matter to one of Our named ADR entities.

An ADR entity will act as an impartial adjudicator on disputes that arise between Betway and a customer only when:

the Customer has been through Betway's own internal customer complaint procedure; and
a deadlock regarding the resolution exists.

ADR entities available to Customers who are residents of Great Britain include:

IBAS, if Your complaint is related to Sports.
eCOGRA, if Your complaint relates to Casino.

The ADR entity available to Customers who are not residents of Great Britain is:

eCOGRA – all disputes

A resolution of a dispute arrived at with the assistance of the ADR entity and agreed to by You will be binding on both You and Us.

Click here for more information about IBAS's adjudication service and to complete the IBAS Adjudication Form.

Click here for more information about eCOGRA's dispute resolution service and to complete the eCOGRA Dispute Form.

Note: If we can't come to an agreed resolution to your formal complaint, it can be reviewed by an independent third party dispute resolution service free of charge.

11. Errors, Malfunctions and Interruptions in Play

11.1 Introduction

We try hard to provide our players with a high quality betting and gaming platform but We cannot guarantee that Our Services 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 Our Services to You, and You must accept them, in the condition that We make them available from time-to-time.

In this Section 11 we set out a description of the things that can go wrong and the rights that We have in such events. In Section 13 below We set out how We will not be liable to You when these things go wrong. You should be aware however that these Sections do not override or cancel out any rights that You may have under consumer laws and regulations and We do not intend that they should.

11.2 Malfunctions, Errors and Interruptions

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 Our Customers and they may only come to light as and when settlement instructions, game outcomes, winnings or cashouts are investigated and analysed retrospectively.

For example, a betting settlement program may identify a winning bet for £10 but the graphical layer of the website or app which displays the result to the player might incorrectly process the instructions and post a £1 or £100 number.

An ‘Error’ refers to a mistake or error that is not exclusively technical, for example the mistaken posting of incorrect odds, the offer of incorrect prices or terms for participation in a promotion or gambling opportunity. Errors can arise from human mistakes, administrative, operational or systems failures and combinations of all of these.

For example, a bet might be offered mistakenly at a price that is substantially out of 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 in the following ways and it is important that You understand and agree to the following before you click to accept these Terms, as we made clear in the ‘Important Note’ at the beginning of these Terms:

Malfunctions

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 have the right to void the relevant transaction and withhold the relevant 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.

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 Your use of the relevant Service immediately, and will report it to Our Customer Support immediately.

Errors

In the event of an Error, the same applies as for Malfunctions, as set out above.

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 Your use of the relevant Service immediately, and will report it to Our Customer Support immediately.

Interruptions

Our priority is to ensure that We deal with Interruptions in a way that is fair and does not systematically disadvantage our Customers. In relation to betting:

We are entitled to suspend affected betting markets, and will void relevant/affected bets and return stakes to Customers.

In relation to gaming:

where an Interruption occurs after We receive notification of Your gamble and where You can have no further influence on the outcome of the event or gamble, the results of the gamble will stand;
where an Interruption to a single-participant single stage event occurs before an outcome has been generated We will return Your stake to Your account;
for games where there are multiple stages or decision points We will take all reasonable steps to restore the game to its last known state prior to the Interruption to enable You to complete the game;
for games with multiple participants (equal chance or otherwise) We will deal with these as seems fairest to Us on a case-by-case basis; and
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.

Note: We work hard to bring you lots of top quality services and games. If anything goes wrong, we will try to fix it as quickly as possible, and will do our best to make sure you are not negatively affected. However, if You are wrongly or mistakenly credited with winnings (for example because of a technical, system, game, software or human error), We have the right to void those winnings and adjust your account balance to correct the error, and (if those winnings have already been withdrawn by You) You will owe those winnings to Us and will need to pay them back.

11.3 Final Decision

In the event of a discrepancy between the result showing on Your software and the Betway server software, the result showing on the Betway server software shall be the official and governing result save in the case of obvious error.

11.4 Latency

You acknowledge that you may be at a disadvantage in various forms of time-critical gambling (for example peer-to-peer gaming, or betting on virtual events as a result of technical issues, such as slower network speeds (so-called ‘latency’) or slower end user device performance.

Live television and other broadcasts which are provided to You as part of any Betway offering may also be delayed, which may lead to other gamblers processing more up-to-date information in relation to such broadcasts and having an advantage over those with slower access.

11.5 Reported Faults

Although We shall take all reasonable measures to ensure that the Services are not faulty, We cannot guarantee that the Service will never be faulty, but We will investigate and, where possible, correct reported faults as soon as We reasonably can. If a fault occurs, You should report the fault by e-mail or in writing to Our Customer Service centre.

Note: If you see anything wrong with the Website or Apps, please let Us know by contacting our 24/7 Customer Support.

11.6 Suspension of Our Services

We may temporarily suspend the whole or any part of Our Services for any reason at Our sole discretion. We may, but shall not be obliged to, give You as much notice as is reasonably practicable of such suspension. We will restore the relevant aspect(s) of Our Services, as soon as is reasonably practicable, after such temporary suspension.

11.7 Changes to Our Services

Betway reserves the right to suspend, modify or remove or add content to the Website (other than these Terms) or its Software at its sole discretion with immediate effect and without notice. Subject to your statutory rights as referred to in clause 13.2 below, We shall not be liable to You for any loss suffered as a result of any changes made or for any modification or suspension of or discontinuance of Our Services.

12. Intellectual Property

12.1 Intellectual property

'Intellectual property' means trademarks and trade names, whether registered or not, including trade mark applications and registered trademarks, with the goodwill which attaches in such trade names and trademarks, domain names, getup, trade dress and trading style, including without limitation as presented in Our Services ; domain name registrations and any variations thereof now and in the future; any copyright in the getup, trade dress or trading style, any right or licence under copyright to use such getup, trade dress or trading style, any software code, architecture of software, look and feel of software, or any other intellectual property, owned by or licensed to Us, in each case in any part of the world.

12.2 Your agreement

You acknowledge and agree that all right, title and interest in the Intellectual Property is Our absolute property or duly licensed to Us. Any use of the Intellectual Property (save as permitted in the normal course of use of Our Services) without Our prior written consent is not permitted. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit, or tamper with the Intellectual Property in any manner whatsoever.

You acknowledge and agree that the material and content contained within the Website is made available for Your personal, non-commercial use only. Any other use of such material and content is strictly prohibited.

We hereby grant You a licence to use Our Services, subject to these Terms. All rights on Our Services are reserved, and You may use Our Services only as licensed to You.

Note: We build great products & content for your personal use and enjoyment, but they are still our property or else the property of the people who licence them to Us.

13. Liability

13.1 Your promise to pay

You agree that you will be responsible for any losses, expenses or other costs incurred by Us as a result of any engagement by you in a Prohibited Activity or illegal activity.

13.2 Limitation of Liability

Nothing in these Terms and Conditions excludes liability for:

1. death or personal injury caused by Our negligence or the negligence of Our employees, agents or subcontractors;

2. fraud (including fraudulent misrepresentation);

3. any breach by Us of Your statutory rights; or

4. any other liability which may not be excluded by applicable law.

Note: You have certain statutory rights and remedies which may apply irrespective of these Terms. Nothing in these Terms is intended to affect these legal rights or remedies.

Subject always to the paragraphs above in this section 13.2, Betway shall accept no liability for any damages or losses which are deemed or alleged to have arisen out of or in connection with Your use of Our Services.

As We made clear in the "Important Note” above, We will not be liable to You under these Terms, 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'.

Note: We are liable to You for certain things and in certain circumstances, and in other circumstances We're not liable to You.

13.3 Force Majeure

Betway shall not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under the gaming contract that is caused by events outside Our reasonable control.

Note: We're not liable for various things that are outside of our control or part of the nature of the services we provide.

13.4 Links

We are not responsible for the content, product or services contained on any Internet site linked to or from Our Services.

13.5 Viruses

Although We shall take all reasonable measures to ensure that Our Services are free from computer viruses We cannot and do not guarantee that Our Services will always be free of such problems. It is Your responsibility to protect Your systems and have in place the ability to reinstall any data or programs lost due to a virus (but subject always to your rights explained under section 13.2 above with respect to damage to Your device or other digital content caused by any defective digital content We may provide to You).

14. Other Important Terms

14.1 Amendments to these Terms

Betway may amend these Terms from time to time for reasons including in order to comply with applicable laws or regulations and/or to keep up to date with changes to Our Services and/or Our business practices. If We make a material change, We will notify You in advance via a website/app pop-up or another communication method (for example via email to the email address registered to Your account).

14.2 No agency

Nothing in these Terms shall be construed as creating any agency, partnership, trust arrangement, fiduciary relationship or any other form of joint enterprise between You and Us.

14.3 Severability

If any of the Terms held to be illegal or unenforceable, that provision will be severed (i.e. removed) from these Terms and all other provisions will remain in force unaffected by such removal.

14.4 Explanation of Terms and Conditions

Should You need any advice regarding these Terms or any other part of Our service, please contact Customer Service.

Please note that all correspondence and telephone calls may be recorded.

14.5 Assignment

These Terms are personal to You, and are not assignable, transferable or sub-licensable by You except with Our prior written consent. We are entitled to assign, transfer or delegate any of Our rights and obligations hereunder to any third party without notice to You but We will only do so where this will not negatively affect Your rights under these Terms, or alternatively with Your consent. Without limiting the preceding sentence, We may wish to transfer Our rights or obligations under these Terms to another company within Our corporate 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 will be against the new legal entity.

14.6 Governing Law and Jurisdiction

We try and resolve any disagreements quickly and efficiently. If, however, You wish to bring proceedings against Us, you must do so in the country in which you live. These Terms and the relationship between You and Us shall be governed by, and interpreted in accordance with, the laws of England.

Last updated: 24/04/2024

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