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Help Centre

RESPONSIBLE GAMBLING

We are committed to responsible gambling and ensuring that a range of tools are available to our customers to allow them to manage their gambling and gambling spend.

For most people, gambling is a form of entertainment and is not a problem. But for some people, gambling is or can become a problem.

Gambling inherently involves the risk of losing funds that are bet. Customers acknowledge and accept this risk by opening a betting account and betting.

To gamble responsibly, customers should only gamble funds that they can afford to lose. Customers should also not spend excessive time gambling, especially if gambling causes distress or interferes with other activities such as family or work commitments.

Problem gambling support services can be accessed by calling 1800 858 858 or at gamblinghelponline.org.au or responsiblegambling.vic.gov.au.

Our rules, terms and conditions are available on our platforms. For our South Australian customers, our operations are governed by the SA Codes of Practice.

Where a customer has requested information about or assistance with a gambling problem, they will be directed to this Responsible Gambling Policy or to problem gambling support services. Where a customer has requested information about or assistance with self-exclusion, they will be directed to this Responsible Gambling Policy or otherwise directed to the tools that we have available.

Minors are not permitted to open a betting account or place a bet with us. There is a system control that prevents minors from opening a betting account with us. Date of birth is verified during the account opening process.

We encourage customers to avoid engaging in extended and intensive gambling that may constitute problem gambling. You can readily access your transaction history under MyAccount or alternatively you can contact us to request this. We do not provide credit or the lending of money for the purposes of gambling.

Pre-commitment Customers can choose to set a pre-commitment limit that limits the amount of funds that can be deposited to their betting account in a particular period of time. Deposit limits are available under the MyAccount section of our platforms.

A request to set a pre-commitment limit is effective only once the customer has completed the online or other form (and received confirmation) or otherwise been advised by us that the pre-commitment limit is effective. If a customer withdraws their request for a pre-commitment limit before it has become effective, the pre-commitment limit is not effective.

If a customer sets a pre-commitment limit, they must not establish or operate another betting account with us or do anything else to circumvent the pre-commitment limit.

A customer can decrease their pre-commitment limit at any time and the new limit becomes effective immediately. If a customer requests to increase their pre-commitment limit, that increase will only become effective after 7 days to allow the customer time to reconsider their request to increase their limit. If the customer does not advise us within 7 days that they no longer wish to increase their pre-commitment limit, the limit will be increased as per the request.

Self-exclusion We may provide customers with the option to request to self-exclude either temporarily or permanently from betting with us. A temporary or permanent self-exclusion is effective only once the customer has completed the online or other self-exclusion form (and received confirmation) or otherwise been advised by us that the temporary or permanent self-exclusion is effective. If a customer withdraws their request for selfexclusion before it has become effective, the customer is not considered to be self-excluded. A request for account closure, permanent account closure or similar type request is not a request for temporary or permanent self-exclusion. For a self-exclusion to be effective, the customer must complete the self-exclusion process. If an exclusion is validly revoked, the person will no longer be excluded.

If a customer self-excludes with us, they must not establish or operate another betting account with us or do anything else to circumvent the self-exclusion.

Once a temporary self-exclusion has expired, the customer is no longer excluded and can commence to bet with us. If the customer wishes to request to extend their temporary self-exclusion or request to permanently self-exclude, they must make a new request to self-exclude in the MyAccount section of our platforms or contact us to expressly request this.

A temporary or permanent self-exclusion, deposit limit, account closure and/or any other responsible gambling feature with this platform / brand is only with this platform / brand. If a customer wishes to self-exclude or enable another type of RG tool with any other bookmaker, including any other brand / platform which operates under the same company and/or licence as us, they must do so directly with the other platform / brand / operator.

Account Closure Account closure is available in MyAccount > Responsible Gambling > Account Closure or by emailing [email protected] or by calling (07) 5415 0433.

An account closure request made to us in a 1 on 1 interaction between the customer and us by any method other under MyAccount such as LiveChat, email, phone or otherwise must be an unequivocal, unconditional and unambiguous account closure request. Any conditional, equivocal or ambiguous reference or statement to us by a customer that is not an unequivocal, unconditional and unambiguous request for account closure is not an account closure request. An example of an unequivocal, unconditional and unambiguous account closure request is ‘Please close my account.’

An example of a conditional, equivocal and/or ambiguous reference or statement by a customer about account closure is ‘if you don’t give me a bonus bet, close my account’.

If you wish to close your betting account, you can phone (07) 5415 0433. You must follow any subsequent instructions. Please note that making a phone call to us may not result is us receiving an immediate account closure request from you, and account closure by phone call may not be immediate. Your account will remain open until we advise you that we have received your account closure request and that it has been actioned. As described above, you can close your account at any time via our platforms under MyAccount.

Barring Orders Barring orders are available for South Australian residents only. If you are a South Australian resident and you wish to have a barring order in place, please contact us by LiveChat or email and clearly and expressly request a South Australian barring order. Please note that this type of barring order requires a form to be completed and provided to the South Australian government for its consideration as to whether a barring order is made.

BetStop Betstop is the national self-exclusion register. Betstop is a free service for people who want to exclude from all Australian online wagering providers.

Information about BetStop (including how to register with BetStop) is available at betstop.gov.au or by calling 1800 238 786.

Complaints Complaints under this RG Policy can be made to us using he contact details on the Contact Us page of our platforms. We will endeavour to respond to complaints within 14 days where possible. If a customer is unsatisfied with the response, they can make a complaint to: • the NSW Bookmakers Co-operative; and/or • our licensing body (that is, GWIC or RNSW); and/or • Liquor and Gaming NSW; who will review a complaint where it falls within the jurisdiction and matters that can be considered by that body.

Chances are you’re about to lose. For free and confidential support, call 1800 858 858 or visit www.gamblinghelponline.org.au.

WHAT’S GAMBLING REALLY COSTING YOU?

For free and confidential support call 1800 858 858 or visit gamblinghelponline.org.au