Customers

As a responsible organisation, we provide a range of services to support existing customers for whom gambling has become a problem rather than a pleasure.

In our shops, on our websites and through our customer service department, we provide information on the tools available to monitor or control someone’s gambling. We train all our customer-facing employees to have an awareness of our social responsibilities and the detailed procedural knowledge they need for their role. We continue to monitor best practice in the area of responsible gambling as it develops and review our policies and procedures on a regular basis in light of guidance from regulators, gambling charities and our own practical experience.

We can only accept customers over the age of 18 in our shops, at the racetrack, on our websites and via the telephone. To help enforce this age restriction, we have adopted a ‘Think 21’ approach in our shops and at the racetrack, which requires our staff to seek proof of age from any customer who appears to them to be under 21. For Online and Telephone customers, we use an external agency to verify the ages of customer who open new accounts using deposit methods that may be available to under 18s. We take particular care not to target advertising at people under the age of 18. All our advertising in the UK is carefully considered in light of the Gambling Commission’s licensing objectives. In addition, we adhere to an industry code of practice designed to promote socially responsible advertising and the ‘Gamble Aware’ information website.

As well as having extensive reporting obligations to both the Gambling Commission and the Gibraltar Regulatory Authority, our own risk management systems are designed to identify unusual betting activity. We have internal controls and specialist staff, including a Money Laundering Reporting Officer, to deal with disclosures to the relevant authorities and to service requests for assistance from law enforcement and regulators. Online gaming products fall within the requirement of the 3rd EU Money Laundering Directive, and we have systems and procedures in place to ensure compliance with those requirements.

We have put in place comprehensive security policies, procedures and standards to reduce the risk that information could be lost or stolen. These cover the handling of both electronic and paper-based customer information and we carry out security awareness training with employees.