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THE PALACES GAMING ENVIRONMENT

 

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.

Preventing Underage Gambling

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.

Parental Controls

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.

Staff Training and Awareness

All Palatial Leisure Limited management and customer support staff receive training on issues regarding social responsibility and problem gambling.

Account Limits and Reality Check

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.

Transaction History

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.

Helping You Stay In Control – Self Help Questions

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:

  • Gambling should be entertaining
  • Gambling should never be considered as a way of making money
  • Only gamble what you can afford to lose
  • Never borrow money to gamble
  • Keep track of the time and money you spend gambling

The following self-test questions may help you to consider if gambling is a problem for you.  Ask yourself the following questions:

  • Have others ever criticised your gambling? 
  • Have you ever lied to cover up the amount of money or time you have gambled? 
  • Do arguments, frustrations or disappointments make you want to gamble?
  • Do you gamble alone for long periods? 
  • Do you stay away from work, college or school to gamble? 
  • Do you gamble to escape from a boring or unhappy life? 
  • Are you reluctant to spend 'gambling money' on anything else? 
  • Have you lost interest in your family, friends or pastimes due to gambling? 
  • After losing, do you feel you must try and win back your losses as soon as possible? 
  • 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 bus fare home or the cost of a cup of tea? 
  • Have you lied, stolen or borrowed just to get money to gamble or to pay gambling debts? 

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.

Getting Help - GamCare

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.

GAMCARE HELPLINE
   +44 (0) 808 8020 133 (24 Hours)

GAMCARE WEBSITE 
    http://www.gamcare.org.uk/  

Self Exclusion

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.

Find our more about Self Exclusion and how to request it by visiting our Self Exclusion page.

We Are Here To Help

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.

Fairness

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.

Complaints

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 complaints@palatialleisure.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