Palatial Leisure Limited is committed to operating our sites in a fair, open, legal, secure and socially responsible manner and we take great care to ensure that this is the case. We have put in place a number of measures to ensure that the entertainment that we offer remains just that, entertainment.
To gamble on any of our websites you must be aged 18 or over, it is illegal for you to gamble on our websites if you are under 18. We display warnings regarding minimum age and we prevent anyone under 18 from registering to play. We also use an industry leading age verification system to automatically check that our players are 18 or over and may also carry out manual age verification checks.
Despite our automated systems, we recommend parents and guardians who use a computer shared by other family members install filtering software in order to restrict internet access to children and minors.
There is a wide selection of monitoring and filtering software available, here are just some of the options.
All Palatial Leisure Limited management and customer support staff receive training on issues regarding social responsibility and problem gambling.
We recommend that all customers should consider both time and financial limits before choosing to gamble online. Whilst playing you should keep an eye on the clock and keep track of what you spend.
To assist with limiting your spending we set daily and weekly deposit limits on your account and provide you with the ability to adjust those limits yourself.
If you request a reduction in your deposit limit then it will become effective immediately but any increase will be subject to a 24 hour cooling off period and larger increases may require approval from Palatial Leisure management following a review of your account.
To help you keep an eye on how much time you have spent on the website we have a Reality Check that allows you to get a reminder after you have spent a certain amount of time on the website.
All of these features are available via the My Account link at the top of every page on the website.
You can view a full history of all transactions, withdrawals and deposits made through our website from 1st November 2013. For any transactions before that date please contact Customer Support and we will be able to send you a copy.
Gambling is a source of entertainment but, for some people, this is not the case and it stops being fun and starts to become a problem.
It may help you to keep control by remembering the following:
The following self-test questions may help you to consider if gambling is a problem for you. Ask yourself the following questions:
If you find yourself answering YES to any of these questions then you may have a gambling problem and the more questions that you answered yes to, the more of a problem it may be and we would highly recommend getting some help as soon as possible.
If you think gambling is becoming a problem for you then there are many avenues to turn to and we strongly suggest that you take those steps to get help.
There are several organisations and charities that can help you to understand the problem and provide assistance in dealing with it.
GamCare is a charity, mainly funded voluntarily by the gambling industry, that provides information, advise, support and free counseling for the prevention and treatment of problem gamblers and their families.
They can provide confidential assistance via their phone helpline and online equivalent, NetLine, as well as through one to one information, support and counseling services.
+44 (0) 808 8020 133 (24 Hours)
If you would like to take a short break from gambling on our website to help you control your gambling then we offer a Time Out facility. This allows you to select a Time Out period of up to 6 weeks during which time your account will be locked and you will be unable to log in or play.
You can activate the Time Out directly from your player account using the Responsible Gaming menu option and it will come into effect immediately and for the period of time selected.
If you would like to stop gambling for longer then our Self Exclusion scheme may be a better option for you.
One way that we can help you is by giving you the opportunity to exclude yourself from our clubs and websites for a period of time between 6 months and 5 years.
Self exclusion removes the temptation and our management staff will help you by ensuring that you do not access any of our premises or websites. The Self Exclusion will become effective and binding as soon as you request it.
Lifting the self exclusion at the end of the period would require you to contact us in person or over the phone and would always be subject to a 24 hour cooling off period.
You can self exclude directly from your player account using the Responsible Gaming menu option or by getting in touch with us via email, phone or in person.
Self Exclusion only applies to our websites but we strongly believe that, for self exclusion to be effective, you should register with GamStop, the nationwide Self Exclusion scheme.
If you are considering self-exlclusion, you may wish to register with GAMSTOP.
GAMSTOP is a free service that enables you to self-exclude from all online gambling companies licenced in Great Britain.
To find out more and to sign up with GAMSTOP please visit www.gamstop.co.uk
Please remember, we want your bingo and casino games to be fun, not a problem, so if you need help then just ask, we will do everything we can.
We believe that our website and games have been designed to be 100% fair to all players. . For random events, whether it's the bingo number selection, the result of a dice roll, a hand of cards, or a spin of the wheel, a Random Number Generator (RNG) is utilised to ensure that the outcome is truely random.
The RNG system for each game has been rigorously tested and certified, where required by the corresponding Regulatory Authority, by running millions of rounds and examining their results.
Palatial Leisure Limited never use robots or other automated tools to simulate player activity. Players should be aware that the use of automated tools other than those available to all players on the Website (such as auto-buy functionality) are not permitted but Palatial Leisure Limited has no ability to restrict their use by other players.
Our complaints procedure is detailed here on our website or, if preferred, we will provide a copy of our complaints procedure on request.
A complaint can be made via our Live Help service, by telephone, in writing or by email to email@example.com. Your complaint will be handled by one of our management staff. If you are not satisfied with the result of that complaint you may request that Patrick Duffy, the Managing Director, or another Palatial Leisure Company Director reviews the complaint.
If you are still not satisfied with the result following the Company Director's review and your complaint relates to the outcome of a gambling transaction then you may request the details of our independent third party who will review the dispute.
Ultimately, if you are dissatisfied with the outcome of our complaints procedure and the complaint is gambling related you may contact the UK Gambling Commission, details can be found on their website www.gamblingcommission.gov.uk