Responsible and Fair Gambling
At 10Bet, we are committed to providing our Customers with the most enjoyable gambling experience possible, but we also recognise 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 Gambling and have put numerous measures in place to assist you.
1. Gambling Self-Assessment
If you are concerned that gambling may have taken over your (or someone else’s) life then the following questions may help you to find out:
- Do you gamble to escape from a boring or unhappy life?
- When gambling and you run out of money, do you feel lost and in despair and need to gamble again as soon as possible?
- Do you gamble until your last penny is gone- even the fare home or the cost of a cup of tea?
- Have you ever lied to cover up the amount of money or time you have spent gambling?
- Have you lost interest in your family, friends or hobbies because of your gambling?
- After losing, do you feel you must try and win back your losses as soon as possible?
- Do arguments, frustrations or disappointments make you want to gamble?
- Do you feel depressed or feel that you are likely to harm yourself because of your gambling?
The more you answered ‘yes’ to these questions, the more likely you are to have a serious gambling problem.
2. Support Organisations
If you or someone you know has a gambling problem we advise that you consider assistance from one of these recognised organisations:
UK National Helpline: 0808 8020 133
UK National Helpline: 0808 8020 133
3. Staying in Control
We at 10Bet encourage our Customers to actively participate in the management of their gambling account, so we offer a variety of responsible gaming features.
3.1. Set Deposit Limits
This facility allows you to manage the amount of money that you can deposit into your account.
To help you set limits that are right for you, think about these questions:
- How big a loss are you prepared to accept, before you start gambling?
- How often do you play?
- How long is your average gaming session?
Use your answers to determine how much you would like to allow yourself to spend per day, per week or per month.
Deposit limits may be set for the following periods:
- Daily – calculated on a 24-hour basis
- Weekly – calculated on a 7-day basis
- Monthly – calculated on a 30-day basis
At your request, deposit limits may be decreased, increased or removed entirely. An increase or complete removal of deposit limits will only take effect after a 24 hour cooling-off period has elapsed, whilst a decrease to your deposit limits will come into effect immediately.
When you first register an account at 10Bet, you will be presented with the opportunity to set daily, weekly and monthly deposit limits. You can then set or adjust the limit settings yourself either via the Details/Limits feature within the Website or by contacting Customer Service.
3.2. Take a Break (Time-Out)
At 10Bet we understand that a Customer’s personal and/or financial circumstances may change and that there will be times when it makes sense to take a break from gambling. You can take a break by requesting one of the following Time-Out periods:
- 24 hours
- 1 week
- 1 month
- 6 weeks
You can either set the break period yourself via the Details/Limits feature within the Website or by contacting Customer Service and asking for a Time-Out period to be applied to your Customer account. Upon receipt of your request, 10Bet will take the necessary measures to temporarily suspend your account held with 10Bet until the Time-Out period has expired. The requested Time-Out shall also be applied to any other Customer accounts that you hold with the Operator, including those held in respect of other brands.
Once you begin your Time-Out period, you will not be able to access your Customer account, although you will still be able to withdraw any remaining balance by contacting Customer Service. It will not be possible to reactivate your account until the Time-Out period has ended.
We will endeavour to apply your Time-Out as soon as practically possible, however, please note that this process takes a reasonable working period to implement. We will not consider the Time-Out period as having commenced until it has been fully implemented and communicated to you. If after this you find that you can still access any of our services, it is your responsibility to contact us immediately to inform us.
If you want to prevent yourself from gambling for a longer period of time you should use our Self-Exclusion option (set out at section 3.4 below).
Please note that upon your chosen Time-Out period expiring, your account will be automatically re-activated and you will once again be able to access your Customer account in order to Participate at 10Bet.
3.3. Reality Check
The Reality Check facility allows you to set the frequency at which you will see a Reality Check on the screen within your gaming session at 10Bet. A Reality Check means a display of the time elapsed since your session began. The Reality Check shall only apply to you gaming session with 10Bet and not any other account that you hold with the Operator.
When you first register an account at 10Bet, you will be presented with the opportunity to set your desired interval for the Reality Check. You can always set, adjust, or check the time until your next Reality Check, either via the Reality Check feature within the Website or by contacting Customer Service. When the Reality Check appears, you will be presented with the option to change the interval, see your wagering history or Logout.
3.4. Stop Gambling – Self-Exclusion
If you feel that your gambling has become problematic, you have the ability to self-exclude yourself either via the automated self-exclusion feature within the Website or by contacting Customer Service and requesting a self-exclusion period be applied to your account.
Please note that if you commence the self-exclusion process through the automated self-exclusion feature on our Website, the self-exclusion will not take effect until you click on the link in the confirmation email sent to your email address registered with 10Bet, immediately after your request has been initiated. The link in the confirmation email (or in the case where automated self-exclusion has been requested more than once, the link in the most recent confirmation email) will expire after 48 hours, after which you may either recommence the automated self-exclusion process through our Website, or contact Customer Service for the self-exclusion to be immediately applied.
The following Self-Exclusion periods are available:
- 6 months
- 1 year
- 2 years
- 5 years
We will endeavour to apply your self-exclusion as soon as practically possible, however, please note that this process takes a reasonable working period to implement, and such process can only be commenced once you log out of your Customer Account. We will not consider the self-exclusion period as having commenced until it has been fully implemented and communicated to you. If after this you find that you can still access any of our services, it is your responsibility to contact us immediately to inform us.
During the period of self-exclusion it will not be possible to re-open your account for any reason, and 10Bet will always do all it can to detect and close any new duplicate accounts that you may open. Once the self-exclusion is applied, you will also no longer receive any further marketing materials from us. We will do all that we can to prevent you from opening another account with us, but also ask that you avoid trying to open another account. Please note - If we identify that you have opened a duplicate account (e.g. falsified personal details) with 10Bet, any accumulated profit will be forfeited and any deposited and spent funds in the account will be sent to a registered gambling charity.
Should you decide to self-exclude from 10Bet, we will automatically apply the self-exclusion to all other of your Customer accounts held with other brands managed by Blue Star Planet Limited, the Operator of 10Bet. We strongly recommend that you also seek exclusion from all other betting operators you have an account with.
Upon entering into a self-exclusion agreement with the Operator, any funds held in your Casino Cash Account and/or Sports Cash Account shall be returned to you. The minimum return amount shall be one (1) currency unit, for example £1.00. Any unsettled bets held with the Operator at the time that you enter into self-exclusion will be settled on the result of the event. If your bet is a winner, your winnings will be automatically withdrawn to your applicable credit/debit card or other financial account from which the funds were deposited.
We also suggest that if you use social media channels, you should take steps to ensure that you don’t receive our news or updates. We recommend that, during a period of self-exclusion, you seek additional support and advice from one of the Support Organisations (set out at section 2 above).
Please note that upon your selected self-exclusion period expiring, your account will not automatically be re-activated. The account may only be considered for re-activation by 10Bet if you actively request it, and in any event, will only come into effect after a further 24 hour cooling-off period has elapsed. Further, upon the reactivation of your account, marketing materials shall continue to not be sent to you, unless you have asked for or agreed to accept such material.
3.5. Activity Statement
Information relating to your gaming, including your account balance, gambling history (including bet amounts, winnings and losses), deposits, withdrawals and other related transactions at 10Bet can be viewed via the My Account menu feature within the Website or by contacting Customer Service.
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 internet, 10Bet encourages its Customers to make use of filtering software to prevent minors from accessing inappropriate online material.
10Bet offers the following tips for parents:
- Keep your 10Bet Username and password safe.
- Do not leave your computer unattended when logged in to your 10Bet account.
- Do not allow persons under 18 to participate in any gambling activity.
- Keep your credit/debit cards and other financial account details out of reach of children.
- Do not save passwords on your computer. Write them down and keep them in a safe place, away from minors.
- Do not use the “Remember Me” feature if you access 10Bet from a shared computer, especially if you share your computer with children.
- Educate your children about the illegality and the potential damage caused by underage gambling.
- Take particular care regarding the use by minors of all electronic and mobile devices.
- Make use of filtering software to prevent your children from accessing inappropriate material, including gambling sites.
Underage gambling is not only illegal, but can also result in early gambling dependency and substantial 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, 10Bet recommends that you restrict their access to our Website by using one of the below services:
Netnanny.com - filtering software that protects children from inappropriate web content.
Cybersitter.com - filtering software which allows parents to add their own sites to block.
betterinternetforkids.eu - a website which is co-funded by the EU and provides information about internet filter software and also offers a free test version.
Other Important Tips:
Make sure that the decision to gamble is your own personal choice.
We suggest that you don’t gamble if:
- 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; or
- your primary purpose is to recoup your debt with your winnings.
2. Rules of Play
Before you start gaming at 10Bet, we recommend that you familiarise yourself with the rules of the games and, in the case of our Casino, try our “Practice Play” mode.
Should you ever suspect that a Customer is colluding with another Customer or cheating in any way, please notify 10Bet by contacting Customer Service immediately.
4. Customer Service and Customer Complaints
4.1. Customer Service
You may contact Customer Service at any time by the following means:
- E-mail: firstname.lastname@example.org
- Telephone : +44 330-808-0555
4.2. Submission of Complaint
Customer complaints/claims of any nature must be submitted within 3 months of the issue occurring.
In order to ensure that your complaint/claim is directed to and investigated by the correct department, written communication must be submitted to 10Bet via the following means:
- E-mail: email@example.com
4.3. Information which Must be Included in any Written Communication with 10Bet
To protect your privacy, all email communications between you and 10bet should be carried out using the email address that you have registered against your Customer account held with 10Bet. Failure to do so may result in our response being delayed.
The following information must be included in any written communication with 10Bet (including a complaint):
- your username/account number;
- your first name and surname, as registered on your Customer account;
- a detailed explanation of the complaint/claim; and
- any specific dates and times associated with the complaint/claim (if applicable).
Please note that any failure to submit written communication with the information outlined above may result in a delay in our ability to identify and respond to your complaint/claim in a timely manner. Upon receipt, we will endeavor to reply to your communication within 48 hours. Further, 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 an ADR provider.
5. Alternative Dispute Resolution (ADR)
If, at the conclusion of the Customer Complaint process (set out in section 4 above), you do not consider that 10Bet has settled the dispute, you may refer the matter to IBAS, our ADR provider. The IBAS website and full contact details can be found at www.ibas-uk.com.
Alternatively, you can refer the dispute via the European Commission’s Online Dispute Resolution (ODR) Platform, which will then forward it on to the relevant ADR entity.
The ADR entity will act as an impartial adjudicator on disputes that arise between 10Bet and a Customer only when:
- the Customer has been through 10Bet’s own internal Customer Complaint process (outlined in clause 13.-13.2); and
- a deadlock regarding the resolution exists.
ADR is a free of charge service and the ruling reached by the ADR entity will be considered final by both 10Bet and the Customer, subject to full representation being given to all parties involved.
Last Revision: 17/03/2017 (Version: #50)