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 gaming 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 can be set for the following periods:
At your request, deposit limits may be decreased, increased or removed entirely. An increase or complete removal of deposit limits will take effective after 24 hours, 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 daily deposit limit.
Contact Customer Service to establish or adjust deposit limit settings and be sure 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 Cooling-Off periods:
• 24 hours
• 1 week
• 1 month
• 2 months
• 3 months
Please contact Customer Service by telephone at any time and ask for a Cooling-Off period to be applied to your account. Upon receipt of your request, Betway will take the necessary measures to temporarily suspend your account until the Cooling-Off period has expired.
NOTE: Upon the Cooling-Off period expiring, your account will automatically be re-activated and you will once again have access to participate at Betway.
In the event that the Cooling-Off period has not expired and you wish to waiver the remaining period, such a request must be submitted by e-mail stating the reason for your decision to retract the previous agreement. The account will then be considered for re-activation by Betway and, if approved, will come into effect once a further 24 hour Cooling-Off period has been applied.
3.3 Stop Gambling - Exclusion
Upon the realisation that you are no longer in control of either your gambling or finances, the following Exclusion options are available:
• 6 months
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
Please contact Customer Service by telephone the instant you realise that gambling has become problematic for you and ask for an Exclusion period to be applied to your account. Upon receipt of your 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 – less bonus money. A minimum refund valuable of 10 GBP/EUR/USD/CAD or currency equivalent applies.
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 a Customer’s own request (contact must be either by telephone or in person) and may only come into effect after a 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.
Last updated: 31/03/2015 at 15:39 GMT.
Player 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
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. Customer Complaints and ADR Services
Customer complaints/claims of any nature must be submitted within 6 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 not residents of Great Britain
Post: Betway Limited, PO Box 29, Malta Post, Gzira, GZR-1300, MALTA
For Customers who are residents of Great Britain
Post: Betway Limited, PO Box 70417, London, NW1W 7LN
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/ckaim 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.
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: 11/06/2015 at 14:35 GMT.