Gambling - Misleading promotions
Who is your issue with?
Explains your rights to you
You'll find no legal jargon in our simple, comprehensive consumer rights sections. Our guidance is tailored specifically for every type of issue.
Helps you prepare your emails
We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.
Creates a case file for you
Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with Resolver.
Lets you record all your communications
One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – Resolver does this for you automatically.
Lets you know when to escalate your complaint
If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.
Gambling companies must provide information about any offers or promotions. This information should usually be on the advert for the offer itself. If there isn’t enough space on the advert it should clearly direct you to where the full information is.
The information must include any limitations on the offer, for example, whether the offer is time-limited, and any action you must take to use the offer, or, whether you must spend a certain amount of your own money to receive a free bet.
You should know
- The information provided in these rights guides is based on the UK Gambling Commission licence requirements. They are only applicable to consumers in Great Britain.
- When you place a bet with a gambling company you are entering a legally enforceable contract with them. Like any contract, this means that you do have the right to take a dispute to court.
- Gambling businesses have the right to refuse any bet.
- Gambling businesses must provide you with certain information to help you make decisions on who to bet with, often contained within the terms and conditions.
- All gambling companies must be signed up with an Alternative Dispute Resolution (ADR) service to allow you to escalate your case for independent review. ADR’s can only help you with cases that are linked to a transaction, e.g. the outcome of a bet. They cannot help you with customer service or regulatory problems.
- If gambling is causing you, or those around you, problems, visit: http://www.gamblingcommission.gov.uk/for-the-public/Safer-gambling/Getting-help-to-control-your-gambling.aspx
I don’t think the company had a gambling licence
Every gambling company (high street and online) that offers gambling to customers in Great Britain is required by law to have a gambling licence from the Gambling Commission. It must be displayed in store and on every web page. If you gamble with an unlicensed company then you do not have any rights if anything that goes wrong. So, it’s up to you to check the company has a licence before you gamble.
I don’t understand the terms and conditions
Gambling companies must provide a summary of their terms and conditions that apply to any form of gambling they offer. These must be written in plain and simple language. The company must also make you aware if any changes are made to the T&C’s, and they should make sure the terms and conditions are not unfair.
The terms and conditions of the offer weren’t fair
Gambling companies are required to make sure that the terms and conditions they use are not unfair, within the meaning of the Consumer Rights Act 2015.
I didn’t understand the game I was playing
Gambling companies must provide rules for each of their products. Different types of companies may also need to provide players’ guides to their games. For example, a casino must offer a player’s guide to the house edge, while an online gambling company must provide a player’s guide to each gambling product (bet, game or lottery) that they offer. You should make sure you understand the rules before you start to gamble.
My member’s benefits have been withdrawn
A significant number of gambling operators offer members’ benefits, for example; Best Odds Guaranteed concession, free bet offers, etc. All gambling operators have the right to remove members’ benefits, but they must inform individual customers that this decision has been taken. You can use Resolver to contact the company to find out why members benefits have been withdrawn and to recoup any winnings removed from your account before you were told about any account restrictions.
My account has been closed
A gambling company has the right to close any account. It may choose to do so for a number of reasons, including; if there is a risk of harm, if there is a risk of detriment to the business, suspicion of money laundering, etc. You can use Resolver to contact the company to find out why your account has been closed.
The game/bet broke whilst I was playing
The gambling company must make clear what happens if your game or bet is interrupted. Different companies will have different rules for what happens in the event of an interruption, so check up before you start playing. This includes, for example, betting on horse-racing, where there may be specific rules concerning postponed races or withdrawn runners.
I lost track of time whilst gambling online and spent more than I wanted to
Online gambling companies must give you the option to set a ‘reality check’, which is a pre-organised interruption in play. You should have the option to set the time intervals at which the reality check will appear on the screen. If the online gambling application obscures the clock on your device, the application must display the time of day or the amount of time that has elapsed since the beginning of the gambling session. Online gambling companies must also allow you to set limits on the amounts you want to spend.
I think I was misled by a gambling promotion
Gambling companies must outline the terms and conditions of the promotion, either on the advert itself, or through a visible link that directs you to all the necessary information. The information provided should include; any time limits on the offer, any compulsory spends before a promotion can be activated. They must make sure the terms are not unfair, and are in plain and simple language.
The content of a gambling advert was not appropriate
Licence holders must follow the rules put in place by the Committee for Advertising (CAP), the Broadcast Committee for Advertising Practice (BCAP) and industry code of practice for advertising.
The advert is aimed at children or vulnerable people
There are regulations to protect children and vulnerable people from being harmed by gambling. The Advertising Standards Agency (ASA) is the UK’s independent regulator of gambling. It enforces the UK advertising codes, which are designed to ensure the adverts placed for gambling products don’t target children or vulnerable people.
The company I bet with has gone out of business
The gambling company must outline what happens in the event of insolvency in its terms and conditions. You should follow any guidance provided by the receiver that is handling the insolvency.
I wanted to make a complaint to the gambling company, but didn’t know how
The gambling company must have a complaints procedure. It should be outlined in their terms and conditions, and be available both online and instore (if applicable). They must also be signed up to an alternative dispute resolution service (ADR), which will enable you to send your complaint for independent review (ADR providers can only help you with cases that are linked to a transaction, e.g. the outcome of a bet. They cannot help you with customer service or regulatory problems). The Resolver system knows the next steps to take to escalate your issue and will remind you what to do and when, so that your voice is heard and hopefully your issue is addressed.
The gambling company is allowing young people to gamble
It is illegal for anyone under the age of 18 to gamble in the UK. Gambling companies must challenge people they think are too young to gamble, and if the person cannot prove they are old enough, they must prevent them from gambling. If the person is gambling online, the gambling business has 72 hours to make checks to make sure the person is old enough to gamble. A company may decide not to pay out on any winnings while these checks are taking place. If the company finds that the person is too young, they will usually refund any deposits made, and confiscate any winnings.
Restrictions on betting
Gambling companies have a right to refuse to accept bets, or to place restrictions on the bets they accept, in order to manage their business. This is a commercial decision and it is up to the company to decide on what terms they will accept a bet. You can choose whether to accept the restricted bet.
The game I am playing is fixed
All online gambling companies licensed by the Gambling Commission must make sure that the software they use for games meets the Commission’s technical standards. This means that the games are fully tested against the standards before they go live.
Find the best rights for you
We have 3,690 pages of rights advice for you covering 28,465 companies and organisations across 16 public & private sectors. Feel free to browse companies for this specific issue - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of advice.
Start by telling us the name of the company or organisation you have an issue with.