Responsible Gaming Policy
Betway is committed to doing everything possible to give its Customers an enjoyable gaming experience, whilst recognising that gambling can cause problems for a minority of individuals. To ensure that you continue to enjoy safe and manageable play we fully support Responsible Gaming and have numerous measures in place to offer checks.
Click here for more information about how to gamble responsibly, in accordance with GambleAware.
1. Gambling Self-Assessment and Help Organisations
For assistance in identifying whether to modify or seek help for your gambling behaviour, we suggest you complete the NODS Self-Assessment in order to more impartially assess and better understand your current levels of play.
If you or someone you know has a gambling problem we advise you consider assistance from one of these recognised organisations:
UK National Helpline: 0808 8020 133
UK National Helpline: 0808 8020 133
2. Identity Checks
We take stringent steps to ensure that only people of legal age participate and enter Betway. Such checks include requesting the Customer to submit a copy of a photographic identification documents (such as a driver's licence, a passport or a government issued identity card), in order to verify both age and identity.
The legal age for gaming online varies from country to country and so we advise that you the check the rules of your jurisdiction before you play.
Applicable to Customers who are residents of Great Britain: an Age Verification Check will be performed upon the completion of your first deposit at Betway. Further details, please refer to our Age Verification Policy.
Any personal details we request from you are purely to verify your identity – this is a legal requirement for both your own and our protection. If you have any questions about our identity checks, please do not hesitate to contact Customer Service at any time.
3. Staying in Control
Betway encourages each of its Customers to actively participate in the management of their gambling account and so offers a variety of responsible gaming features.
3.1 Set Deposit Limits
Take financial control of your gaming account with the ability to set your own preferred deposit limits. Deposit limits may be set to apply to:
a) a unique account you hold at a specific brand offered by Betway Limited; or
b) across all accounts you hold with the respective brands offered by Betway.
Deposit limits may be set for the following periods:
• Weekly (Monday to Sunday)
• Monthly (calendar month)
At your request, deposit limits may be decreased, increased or removed entirely. An increase or complete removal of deposit limits will take effective after a 24 hour cooling-off period (GB Customers only) or a 7 day cooling-off period (non-GB Customers only); and only after a further confirmation from yourself, whilst a decrease to deposit limits will be instantly applied.
Applicable to Customers who are residents of Great Britain: upon making a deposit for the first time at Betway you will be presented with the opportunity to set a monthly deposit limit.
You can either set or adjust the limit settings yourself via the My Account feature within the software (GB Customers only) or by contacting Customer Service and remember to only gamble what you can afford to lose.
3.2 Take a Break
At Betway we understand that a Customer’s personal / financial circumstances may change and that there will be times when it makes sense to take a break from gambling (perhaps to save for a new car, a holiday or simply when travelling) and you can by requesting one of the following Take a Break periods:
• 24 hours
• 48 hours
• 1 week
• 2 weeks
• 3 weeks
• 4 weeks
• 6 weeks
You can either set the break period yourself via the My Account feature within the software (GB Customers only) or by contacting Customer Service and asking for a Take a Break period to be applied to your account(s). Upon receipt of your request, Betway will take the necessary measures to temporarily suspend all accounts you hold with brands managed by Betway Limited until the break period has expired.
NOTE: Upon the Take a Break period expiring, your account will automatically be re-activated and you will once again have access to participate at Betway.
3.3 Stop Gambling - Exclusion
Should you consider that gambling has become problematic, you also have the ability to Self-Exclude yourself either via the My Account feature within the software (GB Customers only) or by contacting Customer Service and asking for a Self-Exclusion period to be applied to your account(s).
The following Self-Exclusion options are available for GB Customers:
• 6 months
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
The following Self-Exclusion option is available for non-GB Customers:
• 6 months
Upon receipt of your Self-Exclusion request, Betway will take the necessary measures to block your access across all brands managed by Betway Limited and will contact you with a view to returning any remaining funds held in account balances – subject to any outstanding wagering requirements and less bonus money. A minimum refund valuable of 10 GBP/EUR/USD/CAD or currency equivalent applies.
As a further preventative measure, Betway recommends you consider applying the same safeguard at other gambling operators with whom you hold an account.
NOTE: Upon the Exclusion period expiring, your account will not automatically be re-activated. The account may only be considered for re-activation by Betway upon your own request (contact must be either by telephone or in person) and may only come into effect after a further 24 hour cooling-off period has been instituted.
3.4 Activity Statement
Information relating to each of your gaming sessions at Betway can be viewed for up to 30 days. The information includes the start date and time of your gaming session plus its duration.
Further information regarding your activity at Betway can also be viewed for a period of at least 90 days. The information includes details about your account balance, gambling history (including bet amounts, winnings and losses), deposits, withdrawals and other related transactions.
IMPORTANT: the below responsible gambling features are currently only available to GB Customers.
3.5 Session Reminders
Don't get lost in the game. Establish a Session Reminder via the My Account feature within the software and keep track of the time you spend gambling.
Upon expiry of the time period selected, an automated message reminding you of how long you’ve been playing will appear on the screen and also requires you to select one of the following three options:
• Continue; or
• Exit (end the game); or
• View Account History.
NOTE: Poker and Sports betting are exempt from the Session Reminder setting. In addition, the Session Reminder set within the My Account feature does not apply to Live Casino games. Instead, you can set a separate Session Reminder within our Live Casino games offering.
3.6 Auto-Play Controls
The Auto-Play (Expert) mode available on many of our Slot games has been enhanced to give you even greater control of your game play. When using the Auto-Play mode you will now set:
1) the stake / bet amount; and
2) the number of spins; and
3) a loss limit.
In addition, you can also choose to set:
4) a single win amount.
The Auto-Play session will be interrupted and game play stop the moment one of the settings is triggered, so ensuring your remain within your chosen gambling limits.
Last updated: 26/04/2016 at 15:00 GMT.
Customer Protection Policy
1. Protection of Minors
With the Internet so readily accessible via mobile devices and in homes around the world, responsible online gambling relies heavily on parental control and supervision. In order to ensure child safety on the Net, Betway encourages its Customers to make use of filtering software to prevent minors from accessing inappropriate online material.
Tips for Parents:
• Do not leave your computer unattended when logged in to your Betway Account.
• Password-protect your Betway Account.
• Do not allow persons under 18 to participate in any gambling activity.
• Keep your Betway Username and password safe.
• Keep your credit/debit card(s) out of the reach of children.
• Do not save passwords on your computer. Write them down and keep them in a safe place, away from minors
• Limit the amount of time your children spend online and make use of filtering software to prevent your children from accessing inappropriate material.
Underage gambling is not only illegal, but can also result in gambling dependencies and huge gambling debts incurred by unsupervised children.
So, if you share your mobile phone, tablet, laptop or computer with friends or family who are under the legal age to participate in online gambling, Betway advocates you restrict their access to our website by registering with Net Nanny, a world leader in real-time Internet filtering technology.
Other Important Tips:
• Make sure that the decision to gamble is your own personal choice.
• Establish limits for depositing, wagering and even losses before you commence gaming.
• Never gamble if:
- you are younger than the legal gaming age
- it interferes with your daily responsibilities
- you are being treated or are in recovery for a dependency
- you are under the influence of alcohol or any other substance
- you are attempting to win back previous losses
- your primary purpose is to recoup your debt with your winnings
2. The Gaming Contract and Privacy
3. Rules of Play
Before you start gaming at Betway, we recommend that you familiarise yourself with the rules of the games and, in the case of our Casino, try our “Practice Play” mode.
4. General Odds of Winning
As regards casino games, Betway ensures to, in accordance with the way in which the game is designed, payout on average a prize amounting to ninety two percent (92 %) or more of the money or money’s worth wagered to the customer. This percentage indicates the international standard distribution ratio or Return To Customer (RTC) with regard to online casino games, which is calculated according to the ratio between monies wagered and winnings. It is based on settings of the random number generator and will be achieved on a long-term and average basis. In general, the RTP ratio of casino games offered by Betway exceeds 95%.
To ensure the maximum protection of our Customers, the payout percentages of our casino games are both certified and published by eCOGRA on a monthly basis.
Click here to view the latest eCOGRA certifications.
5. Odds of Winning per Game
Click here to see the Return To Customer (RTC) ratio of each game offered at Betway.
6. Customer Complaints, ADR/ODR Services
Customer complaints/claims of any nature must be submitted within 3 months of the issue occurring.
IMPORTANT: to ensure your complaint/claim is directed to and investigated by the correct department, written communication must be submitted to Betway via the following means:
For Customers who are residents of Great Britain
Post: Betway Limited, PO Box 70417, London, NW1W 7LN
For Customers who are not residents of Great Britain
Post: Betway Limited, PO Box 29, Malta Post, Gzira, GZR-1300, MALTA
In addition, the written communication must contain the following information:
a) your username/account number
b) your registered First Name and Surname
c) a detailed explanation of the complaint/claim
d) specific dates and times associated with the complaint/claim (if applicable)
Note: failure to submit a written communication as outlined above may result in a delay and our ability to identify and respond to your complaint/claim in a timely manner.
Upon receipt, best efforts will be made to resolve any reported matter promptly and, at a maximum, within one month. If for some reason You are not satisfied with the resolution of Your complaint/claim, You may refer the matter to one of our named ADR entities, alternatively, You can refer the matter via the European Commission’s Online Dispute Resolution (ODR) Platform, who will then forward it on to the relevant ADR entity.
Each ADR entity will act as an impartial adjudicator on disputes that arise between Betway and a Customer only when:
a) the Customer has been through Betway’s own internal dispute procedure; and
b) a deadlock regarding the resolution exists.
ADR entities available to Customers who are residents of Great Britain,
• IBAS – Sports betting disputes only
• eCOGRA – Casino / Bingo / Poker disputes only
ADR entities available to Customers who are not residents of Great Britain,
• MGA – all disputes
• eCOGRA – all disputes
Important to note: ADR is a free of charge service and the ruling reached by the ADR entity will be considered final by both Betway and the Customer, subject to full representation being given to all parties involved.
Should You ever suspect that a Customer is colluding with another Customer or cheating in any way, please notify Betway via the means of communication listed in the above Customer Complaints procedure.
Last updated: 14/04/2016 at 15:00 GMT.