Terms & Conditions: Mecca Bingo

1. Definitions

In these T&Cs, if we say “we”, “our”, or “Mecca Bingo”, we mean Mecca Bingo Limited (Company Number 01854120). If we say “you”, “your”, or “Customer”, we mean any individual visiting a Mecca Bingo club or premises.

2. These Terms and Conditions

1. If you wish to enter a Mecca Bingo club, you will need to agree to these T&Cs. The T&Cs also include the “Rules of Playing Bingo” and the “Specific Game Rules” attached. Please read these before playing bingo at our venues. By entering a Mecca Bingo club and using our services, we will assume you have read and accepted them. If we change these T&Cs, we will put a notice on display in the Mecca Bingo club reception area for a period of 14 days. After 14 days, the changes will come into effect. Again, we will assume you agree to these changes if you continue to visit our Mecca Bingo clubs.
   
   

3. Entry
1. You must be 18 years old or above to enter our premises. Mecca Bingo operates a “think 25” policy. You may be asked to provide valid photo ID and further documentation needed to complete our verification checks. You may be refused entry if you cannot provide any of the documents we need.
2. You may be asked to register your personal details with Mecca Bingo. Upon registration, you will be given a Mecca Bingo registration number. This cannot be transferred.
3. We may need to search your personal effects for safety reasons (bags, luggage etc). We may refuse permission for any article to be brought into a Mecca Bingo club.
4. Other than guide dogs and other trained assistance dogs, animals are not allowed into our premises.
5. We expect all Customers to follow any rules of entry to our Mecca Bingo clubs. Ultimately, however, Mecca Bingo may deny entry to any Customer at any time without reason, and our decision is final.
   
   

4. Customer Conduct
1. We expect you to act in a polite, courteous and appropriate manner when inside our premises. We do not tolerate any abusive, discriminatory or obscene behaviour towards our Customers or staff. If we consider you to be acting in breach of this term, you may be removed from our premises and, at our discretion, may also be subject to suspension at one or more Mecca Bingo clubs.
2. Although Customers are allowed to use electronic devices such as phones and cameras in our premises, please note:
   
   
1. The use of devices to gain any competitive advantage whilst gaming is prohibited.
2. You should respect people’s privacy and not post any photos of other Customers on social media without their permission.
3. We do not allow Customers to film gaming unless management has consented to this. If we do consent, this may come with restrictions attached.

5. Gaming
1. Only lawful gaming specifically authorised by Mecca Bingo can be played in our premises. Please note the following terms which apply to gaming:
   
   
1. Customer funds are held in accordance with the Gambling Commission’s requirements for the ‘medium level’ of protection. Customer funds are kept in a designated bank account separate from our business accounts to ensure that customer funds would be distributed to customers in the event that we become insolvent. Please note, however, that there is no absolute guarantee that all funds will be repaid. We do not pay interest on any funds held on account by Mecca Bingo.
2. Customers are required to redeem any slot machine/electronic payment tickets within 30 days of issue at the venue it was issued by. Any such tickets that remain unredeemed and outstanding beyond 30 days of issue may be cancelled at the discretion of management.
3. Where any cash prize on an individual bingo game exceeds £1,000, any remaining amount over £1,000 will only be paid out by either cheque or BACS transfer. Mecca Max players are only permitted to perform cash withdrawals from their funds up to a maximum of £1,000 per day, with any remaining amount over £1,000 being subject to a cheque or BACS payment. In addition, Customers are entitled to receive all or part of their prize or funds as a cheque or BACS transfer.
4. Mecca Bingo reserves the right to re-validate any results or prizes awarded. A Customer who has received a prize agrees to return it if, in Mecca Bingo’s opinion, it has been incorrectly awarded.
2. Mecca Bingo reserves the right to withdraw any announcement or advertisement for guaranteed prize money, promotion or special offer prior to relevant session taking place in the event that actual Customer attendance at the session is anticipated to be significantly lower than expected when the announcement or advertisement was made.
   
   

6. Safer Gambling
1. Mecca Bingo is committed to providing a safe and responsible environment. If you are concerned about your gambling, please talk to one of our colleagues or pick up a safer gambling leaflet which provides information on a range of measures available to help you play more safely.
2. If you have self-excluded from a Mecca Bingo club for reasons of problem gambling, or if you have self-excluded from all UK Mecca Bingo clubs via a national scheme, you will be self-excluded from all Mecca Bingo clubs for a period of at least six (6) months. You agree to comply with any term imposed on you by the relevant scheme.
3. During any period of self-exclusion, you agree not to enter or attempt to enter any Mecca Bingo club. If, despite our reasonable endeavours you gain entry to a Mecca Bingo club during a period of self-exclusion, Mecca Bingo will not be liable for any losses you incur and will not honour any prizes/winnings.
   
   

7. Personal Data
1. Please read our Privacy Notice (available in our clubs and online: https://www.meccabingo.com/house-privacy-policy ) which explains how we collect and use your personal information.
   
   

8. Suspension
1. We may suspend you from one or more Mecca Bingo clubs at our discretion if, for example, we consider that you have acted in breach of these T&Cs or any applicable law. Suspension may be temporary or indefinite and shall remain in place until such time as we decide to lift the suspension. Any lifting of a suspension may also come with conditions attached. Failure to comply with the conditions may result in the suspension being re-imposed.
2. During any period of suspension, you agree not to enter or attempt to enter any Mecca Bingo club. If, despite our reasonable endeavours you gain entry to Mecca Bingo club during a period of suspension, Mecca Bingo will (i) be entitled to remove you from the relevant club immediately, and (ii) not be liable for any losses you incur and will not honour any prizes/winnings.
   
   

9. Disputes
1. If you have a complaint about any of our services, you can raise this with the club’s Duty Manger in the first instance. Alternatively, information regarding our disputes process is set out in our Disputes leaflet which can be obtained either from the Mecca Bingo club’s reception area or online: https://www.meccabingo.com/complaints-policy.
   
   

10. Liability
1. This section sets out our legal liability to you. You agree that all personal property and effects are brought into our premises at your own risk and that you are responsible for keeping them safe and secure. Mecca Bingo does not accept any responsibility for the loss or damage to your personal property.
2. We do not exclude or limit our liability to you for fraud, death or personal injury resulting from our negligence, or any other liability which we may not limit or exclude under applicable law.
3. To the extent permitted, we will not be responsible to you or any third party in any way:
   
   
1. For any indirect, special or consequential losses or damage, however caused and whether foreseeable or not; or
2. For any conduct of any third party or customer, including anything said or done by them which may be discriminatory, defamatory, abusive or obscene or which could cause offence.
   
   

11. Governing Law & Jurisdiction
1. These T&Cs are governed by and construed in accordance with the laws of England and Wales. You and Mecca Bingo agree that any legal proceedings regarding these T&Cs or the services provided shall be brought in the English Courts.

Subject to the Specific Game Rules, the following rules apply to all games of bingo and form part of the Terms and Conditions of entry to Mecca Bingo clubs. Customers should ensure that they read them before playing. These rules may be amended by Mecca Bingo from time to time.

1. A participation fee at the rate specified in the Charges to Play Notice will be charged per game. The prize money for each game is calculated by multiplying the number of tickets/playing positions sold by the purchase price less the participation fee.
2. The normal range of numbers in play is 1 to 90 (alternative number ranges may be used dependent upon the game design).
3. At the start of each game, the Caller/Host will confirm which book and/or ticket is to be played and which combination must be completed to win.
4. If a Customer wishes to play less than the stated amount of tickets, the Customer must notify a Team Member who will detach the surplus books. Customers must not alter or split the books themselves, as they will become void.
5. The Caller/Host will select a number by operating either a random selector or a “blower motor” or other similar apparatus and then announce it. The number is deemed called immediately when the Caller/Host commences speaking.
6. The number will also be shown on an indicator board. In the event of a discrepancy, the number shown on the indicator board shall prevail over that announced by the Caller/Host.
7. If the number called appears on the combination in play, the Customer should mark of that number but leave it sufficiently legible to be easily checked.
8. The first Customer who marks off all the numbers on the combination in play must make an audible intervention to stop the game before the next number is called to claim the prize. The winning card must contain the last number called.
9. It is the Customer’s responsibility to make themselves heard by the Caller/Host. In the event a Customer is in a separate area/room to the Caller/Host, the Customer must establish whether a Team Member is in control of that area/room for bingo purposes. If there is, the Customer must stop the game in sufficient time for the claim to be relayed to the Caller/Host to comply with the requirement of rule 8 above. If there is no Team Member in control of that area/room, the Customer is personally responsible for making themselves heard by the Caller/Host. In lounge areas where a table-top claim button is operational which generates an audible sound, a Customer may use this method to alert the Caller/Host to a claim.
10. A team member will check the winning book/ticket and the Caller/Host will confirm whether the claim is valid. The Customer must produce their registration card to claim the prize. If the winning ticket is on an Electronic Bingo Terminal (Max Terminal), the claim may be validated directly by the Host/Caller without the need for a team member to attend to such a claim. This does not negate the responsibility of the claimant to stop the game as detailed in rule 9 above.
11. If more than one Customer claims the prize, the prize will be divided equally between all players or, if applicable, each winner will receive the advertised minimum win value. In the event of the prize consisting in whole or part of a non-monetary prize, this shall be carried forward to another separate game or be the subject of a play-off or be substituted by a cash or a non-monetary alternative at Mecca Bingo’s discretion.
12. In the event of a mechanical malfunction, however caused, or of duplication or incorrect game tickets being issued, either paper or electronic, resulting in multiple or duplicate claims, all claimants will equally share the declared prize.
13. Once the Caller/Host has declared the game closed and/or the indicator board has been cleared, no further claims will be accepted.
    Where more than one game is played on the same ticket, the second game cannot be won until the first game has ended and at least one further number has been called.
14. Customers entering into any ticket sharing and/or prize money sharing arrangements of any nature, and whether formal or informal, do so entirely at their own risk. Mecca Bingo does not accept any liability in the event of disputes arising from such arrangements or any sharing function offered on its products. Mecca Bingo’s only obligation is to pay the stated prize money to the player holding the winning bingo ticket.

SPECIFIC GAME RULES

The Rules of Playing Bingo shall apply save where expressly altered by the following Specific Game Rules. These Specific Game Rules may be amended by Mecca Bingo from time to time:

American Bingo:

1. The range of numbers in play is 1 to 75 only.
2. The Caller/Host in addition to selecting each number may also announce its reference letter as well as the actual number i.e. “under the letter B, number 4”. Each number in the 1 to 75 sequence is designated a letter from one of B.I.N.G.O.

Jackpots:

1. Jackpot prize(s) will be available within existing games designated by the club prior to the commencement of the session. Only the Jackpot numbers called within the designated game(s) will apply. Once a number has been called for the Jackpot prize, any repetition of it is invalid.
2. Prizes are won dependent upon the number of calls generated for a Customer to make a valid winning claim, as designated by the Club prior to the commencement of the game.
3. Where the Jackpot prize(s) is offered during linked games across Mecca Bingo clubs, the opportunity to win the Jackpot prize(s) at any of the participating clubs ceases when the full house prize has been won. When the Jackpot is in play, the winner of the house prize will also be entitled to the Jackpot prize(s) available in the Club at which they are playing, subject to meeting the qualifying criteria to win the Jackpot prize(s).
4. In the event of the Jackpot not being won, the prize(s) will be carried forward to the next designated session.
5. In the event that the Jackpot must be won on a specific session or game, then at the completion of the session or game the caller/host will continue to call further numbers until a winning claim is made by a Customer(s).

Cashline

1. The appropriate payment must be made at the cashline position or, where a Mecca Max electronic bingo unit is used, the cards to be played must be highlighted and the appropriate stake money will be deducted from the credit meter. This will activate the playing position’s indicator light at the cashline position or on the Mecca Max electronic bingo unit cashline game, which will be accepted as proof of payment. This is a prerequisite of a winning claim.
2. The Caller/Host selects a number from 1 to 80 and in turn announces its colour and number until such time a claim(s) is made.
3. If the number called is shown on the board, the Customer should close the shutter or cover that number with a counter or electronically mark the number on the Mecca Max electronic bingo unit.
4. If a Customer(s) completes the combination in play, they must either call promptly or stop the game by means of an electronic claim button.

Cashline Link Game

The Rules for playing bingo and the specific cashline rules also apply.

1. The game will be called from a Control Club that will be designated before the game commences.
2. The stake money is allocated by the Control Club to the cashline link game in proportion to the number of cashline machines operated in each Club taking part.
3. In the event of technical faults:

1.  
1. If a technical fault occurs after the game has been halted to check a claim and prior to the claim being checked, the actual checking of the claim may be validated via the telephone.
2. Those clubs able to continue the cashline link game will do so (and the stake money will be adjusted accordingly) and the club(s) unable to continue will play a local game; or
3. The cashline link game will be closed down and each club will play a local game for the money staked in that particular club.

4. In all situations, cashline link game prizes awarded prior to the breakdown will stand.

Lucky Numbers

1. The prize(s) on offer will be announced and/or displayed prior to sale of Lucky Numbers tickets. The allocated number of tickets must be sold before the game(s) can be played.
2. Numbers will be selected by the Caller/Host using balls in a bag or a random selector. A Customer will be invited to verify that the correct number of balls is in use before the game begins.

The Link Game

1. The game will be called from a Control Club, which will be designated before the game commences.
2. As well as the link game, a separate local game of bingo may be played in each participating club for a portion of the monies staked by the Customers and which may be played on separate books/tickets or on the reverse side of a link game ticket.
3. The stake money is allocated by the Control Club to the link game and local games in proportion to the number of books/tickets sold in each Club taking part.
4. In the event of technical faults:

1.  
1. If a technical fault occurs after the game has been halted to check a claim and prior to the claim being checked the actual checking of the claim may be validated via telephone.
2. Those Clubs able to continue the link game will do so, and the stake money will be adjusted accordingly, and the Club(s) unable to continue will play a local game; or
3. The link game will be closed down and each Club will play its local game(s) on the relevant books or tickets for the money staked in that particular Club.

In all situations link game prizes awarded prior to the breakdown will stand.

5. It is the Customer’s responsibility to make themselves heard:
   
   
1. In the case of Customers in the control club, by the Caller/Host;
2. In the case of Customers in the receiving clubs, by the Caller/Host or Duty Manager at the microphone; and
3. In the case of Customers in a separate area/room controlled by a team member, by the team member in control of that room.

Note: In regard to 5(b) and 5(c) above, the claim must be made in sufficient time to be relayed to the control club Caller/Host by the respective Duty Manager or team member.

Prizeline:

The Rules for playing bingo and the specific cashline game rules also apply.

1. The appropriate stake money must be inserted in the slot provided.
2. The Caller/Host selects a number from the 1 to 80 range announcing in turn its colour and number until such time a claim(s) is made.
3. If the number called is shown on the board, the Customer should close the shutter or cover that number with a counter or electronically mark the number on the Mecca Max electronic bingo unit.
4. If a Customer(s) completes the combination in play, they must either call promptly or stop the game by means of an electronic claim button.

Superbook Or Variant Games Of Bingo

1. Prize money for a specific stake level will be displayed on the indicator board. Prize money for other stake levels will be announced at the start of the game.
2. Should a club play a superbook or a variant of a superbook game or book where there are two or more stake charges for simultaneous games, including a free charge, the following procedure will be followed when there are multiple game claims and winners.

Example:

1. Two stake charges for game played which are ‘free’ and a £10 superbook cost.
2. Announced game prize for full house of £40 for ‘free’ game and £100 for ‘superbook’ game.
3. Three claims made and verified – one ‘free’ game and two on superbook prize allocation would be:

‘FREE’

prize (£40) divided by 3 with £13.34 paid.

‘SUPERBOOK’

prize (£100) divided by 3 with £33.34 paid to each of two winners.

Cash Dash:

1. Cash Dash is a fixed odds game of Bingo. This differs from standard games in that a pre-determined quantity of numbers will be called which the customer will mark off against their Cash Dash bingo tickets. All valid full houses completed using the called numbers win a prize.
2. Customers are required to mark off numbers called in the usual way – i.e. dabber/pen for paper tickets, manual mark or auto-dab for Max.
3. Customers must participate in the game and mark off the numbers to be eligible to claim the relevant prize, subject to marking off a full house in 67 numbers or less.
4. On the Cash Dash game only, there is no requirement to stop the caller/host or for validation of wins by the caller/host during play.
5. The price to play is as advertised and all or part of the stake can be retained for pay out of future game prizes.
6. Claiming Prizes:

1.  
1. Max playing customers will be required to claim their win by pressing their on-screen claim button (shown in the event of a valid claim) prior to the end of the game. The value of the prize(s) won will be paid to the customer’s Max account. It is the customer’s responsibility to press the claim button to receive the prize(s).
2. Paper playing customers will be required to take their winning ticket(s) and membership cards to Booksales to claim their prize money.

7. All claims for prizes must be made before 3.30pm for afternoon games and 10pm for evening games. A copy of the numbers called for the relevant game will be available until the stated time.
8. In the event of any technical issue with the game, it may be necessary to revert to a traditional format Full House only game, with all other fixed odds prizes cancelled. In such circumstances, this will be announced by the Host/Caller.
9. The 67 number Cash Dash prize table is as follows:

Mecca Max Electronic Bingo Terminals

1. Mecca Max electronic bingo units are not guaranteed to have all 1 to 90 (1 to 80 for Quadro games) numbers on each strip of tickets sold.
2. It is the responsibility of the Customer, either by review of the receipt issued at time of purchase or, if self-service has been used, by a physical check of tickets showing on the Mecca Max electronic bingo unit, to ensure that the Mecca Max electronic bingo unit contains all the tickets requested at time of purchase. Mecca Bingo accepts no liability whatsoever should the Mecca Max electronic bingo terminal not contain tickets which the Customer may have requested but was not charged for. Tickets charged for but not obtained will be refunded and will be deemed void for claim purposes.
3. In the event of failure of a Mecca Max electronic bingo terminal, Mecca Bingo will continue with the game in play and any further game(s) scheduled to be played whilst the faulty Mecca Max electronic bingo terminal is swapped for an alternative (if available). Customers who are unable to participate in a game or games from beginning to end due to a technical failure of the system will be entitled to a refund of the ticket(s) that they were not able to play and the refunded ticket(s) will be deemed void for claim purposes.
4. If more Mecca Max electronic bingo terminals fail than there are spare units available, the electronic bingo game may be aborted, but the playing of bingo will continue with prize money being recalculated.
5. When marking off numbers, the Customer should either touch anywhere on the tickets displayed area on the Mecca Max electronic bingo unit or opt in to the auto dab option on screen which will mark off numbers as they are generated.
6. When using the auto dab option on Mecca Max, the responsibility for stopping the game remains with the Customer as detailed below.
7. If any Customer completes the combination in play (including use of any automatic marking function on Mecca Max or any other device), they must call out promptly to stop the game and, if required, press the electronic claim button on the Mecca Max electronic bingo unit. The claim must be registered before the next number is called. The winning bingo ticket must contain the last number called.
8. In the event of failure of a slot machine game, automated bingo game or any other game provided on a Mecca Max terminal, the customer will be entitled to a refund of the stake on the affected game(s) and the incomplete game(s) will be deemed void for claim purposes.
9. Malicious damage to, loss of or non-return of a Mecca Max electronic bingo terminal by a Customer may result in Mecca Bingo seeking reimbursement of the replacement cost of the Mecca Max electronic bingo unit from that Customer and/or a restriction to future play.
10. Dormant account administration and charge:

1. We treat a Max account as “dormant” if you do NOT use it for 12 months or more.
2. After 12 months of inactivity, we may charge an annual administration charge of £10 to cover the cost of keeping your dormant account open.
3. If you have a positive balance in your Max account and your account is dormant, we will attempt to contact you using the contact details you have provided to us at least 30 (thirty) days before administration charges are applied. The charge is applicable on an annually recurring basis in respect of any dormant account, until such time as the account becomes active again or has a nil balance.
4. You may take positive action to remove your account from its dormant status prior to the charge being applied by visiting the Mecca venue which manages your account and performing a transaction on your account (e.g. by withdrawing funds, depositing or making a purchase).

Side Games on Max

The following rules relate to the Side Games offered game on Mecca Max Electronic Bingo Terminals.

1. Side Games are optional games played at an additional cost alongside Main Games of 90 number bingo, with prize pools and pay tables determined by the type of Side Game and the stake level at which the Customer opts to play.
2. The actual prize money won is determined by the number of calls required to mark off all 5 of the allocated Lucky Line numbers. The prize money will be displayed in the Lucky Lines game panel as each call number is issued.
3. To win on this game a Customer must mark off all 5 numbers from their Lucky Line prior to the prize fund displayed reaching £0 or prior to the Main Game completing – whichever comes first.
4. This game is self-validating, meaning that the Customer is not required to stop the Caller/Host for claims on the Lucky Lines game. Valid wins will be displayed in the Lucky Lines game panel and the amount won paid to the Customer’s electronic bingo account once the main game in play completes.
5. Customers wishing to participate in the game must select the stake at which they wish to play prior to release of the second call number for the main game. The Customer is required to opt in to any game in which they wish to participate with no pre-purchase option available.
6. Neither participation nor non-participation in the Lucky Lines game will influence the outcome of the Main Game in progress. Customers can win on both the Lucky Line Game and the Main Game during the same gaming event.
7. Customers winning on the Main Game are still required to stop the Caller/Host as detailed in point 9 of the Rules of Playing Bingo.

1. Who can Enter? 

1.1. The Competition is open to UK residents only, and you must be over 18 years of age. The Competition is not available to employees, agents, partners or consultants of Rank Group its corporate group or affiliated companies  

1.2. For your eligibility to the Competition to remain valid, your social media account must comply with the Mecca Bingo General Terms and Conditions (GTC). If your Account or you breach(es) the GTCs or T&Cs, your eligibility in the Competition offer will automatically be voided. 

1.3. Any announcement regarding Competition winners on Mecca Bingo social media accounts is subject to our verification checks being satisfied and not a final confirmation. Should you fail such verification checks, your prize will be voided. 

2. How to Enter? 

2.1. Entry to the Competition is free. 

2.2. To enter, participants must: 

• Like the promotional post; and 

• Leave one comment on the promotional post during the stated promotional period, in accordance with any instructions provided in the post. 

2.3. 1 entry per person. Multiple comments or entries from the same person will not be counted. 

3. Winners & Prizes 

3.1. “The Prize” is mentioned in the relevant social media post for the Competition. 

3.2. One (1) winner will be selected at random from all valid entries received during the Promotional Period. 

3.3. The winner will be announced via a comment on the promotional post and contacted by direct message from the official Mecca Bingo social media account within 48 hours of the promotion closing. 

3.4. The winner must respond to the direct message within five (5) working days to confirm acceptance of the Prize and provide any information reasonably required for delivery. 

3.5. If the winner does not respond within this timeframe, is found to be ineligible, or fails verification, the Prize will be forfeited and a reserve winner may be selected at random. 

3.6. The Prize will be delivered to the winner’s provided email address, postal address, or made available for collection (if applicable) once fully verified, 

3.7. We are not responsible for any prizes lost, delayed, or damaged due to incorrect information supplied by the winner. 

3.8.  The Prize is non‑transferable, non‑refundable, and no cash or other alternative is available. 

3.9. If 2 or less people take part in the “Competition” the “Competition” will be void 

3.10. The “Competition is in no way associated or affiliated to Facebook or Instagram 

4. Main Terms 

 4.1. These terms and conditions (“T&Cs”) apply to Mecca Bingo’s social media giveaway (“Competition”). You accept these T&Cs by taking part in the competition on Facebook and make a Qualifying Entry. 1entry per person. 

4.2. The opening and closing date and time of the promotion (“Promotional Period”) will be stated in the relevant social media post. 

4.3. We reserve the right to cancel, suspend, or amend the promotion or these Terms and Conditions where reasonably necessary due to circumstances beyond our control or to comply with legal or regulatory requirements. 

4.4. Should it be required as part of our normal regulatory obligations, we may at any point before, during or after the Promotion, ask you for a valid proof of identity, such as a passport and/ or proof of address, to verify your identity, age and residency. If, following review of your documents it is identified that you have breached the general terms and conditions of our website(s), you will automatically be excluded from the Promotion and we will forfeit any prizes that have already been allocated or awarded to you, without compensation. 

4.5. Participants whose accounts with us have been closed or suspended or who are found to have multiple accounts when the promotion has ended will have their prize forfeited. 

4.6. These T&Cs are subject to the Mecca Bingo General Terms and Conditions (“GTCs”) and include and incorporate the GTCs (including but not limited to all limitations on you as detailed within the GTCs). Where there is any conflict between the GTCs and the T&Cs, the GTCs shall prevail.  

4.7. These general terms and conditions (these “General Terms”) together with the documents referred to in them (together the ”Terms and Conditions”) apply to and govern the relationship between you and Rank Group (“we”, “us” or “our”) when you access and use the website located at www.meccabingo.com and/or its mobile applications that we own or operate (together the “Website”) and (if applicable) participate in, use or access any of the betting or gaming products made available via the Website (together, the "Services")  

4.8. The Competition is run by Rank Group, licensed operator of the Mecca Bingo website located at www.meccabingo.com and/or mobile applications that we own or operate (“Mecca Bingo”). Please see the footer for further information  

4.9. Mecca Bingo further reserves the right to suspend or modify the rules or format of the Competition where a change or withdrawal is required due to any change in law or regulation; or by giving you prior notice, if the change or cancellation is required for any other valid reason (for example, if there is a fault in the software or systems used to manage the promotion, or if a mistake is identified). 

The following terms and conditions apply to all promotional activity at Mecca Bingo Clubs:

·         Promotions and vouchers are valid only for the date/session advertised.

·         Management reserves the right to amend, suspend, or withdraw any offer at any time.

·         Prize money guarantees may be withdrawn due to factors outside our control that affect customer attendance.

·         Optional bingo games and tickets are available to purchase at an additional advertised cost, including the National Game.

·         Some clubs may opt out of certain promotional activity, or offer a variation of a standard promotion. Please check with the club.

·         Vouchers have no cash value, are non-transferable, may be used once only, and no change is given.

·         Vouchers cannot be used in conjunction with any other offer, voucher, or promotion.

·         Promoter: Mecca Bingo, TOR, Saint-Cloud Way, Maidenhead, SL6 8BN.

The terms and conditions below apply to certain promotional mechanics and are in addition to the general terms above. These may vary depending on the promotion. All terms and conditions are printed and available to view in club.

1.      Discounted sessions (e.g., half price, free main game)

a.      Where a session is discounted, the discount applies to the Main Game only. Additional flyers, games, and jackpots are excluded from the discounted rate.

b.     The discount applies to the standard Bingo Policy advertised for a normal session.

2.      Increased prize boards (e.g., Big Money Weekend, double prize money)

a.      Increased prize money will, in most cases, be higher than the standard prize board. Where multiple sessions are promoted, the increased prize board may apply to selected sessions only.

3.      Bundle prices (e.g., Fiver Fever, Bingo in a Bag, 2 play for £6)

a.      For bundle promotions, the all-in price includes your Main Game, seasonal flyers, and the Lucky Stars Jackpot.

b.     The National Game is available at an additional cost of £2.50.

c.      Some bundle promotions include additional items (e.g., Perfect 10 with additional vouchers). These will be specified as part of the promotion and may vary by club.

4.      Bonus prizes (e.g., win a TV)

a.      Bonus prizes are single items. Where there are multiple winners, the prize cannot be divided and no bonus prize will be awarded.

b.     Bonus prizes are awarded in line with the mechanic advertised (e.g., a single full-house winner on the second half of the Main Game).

5.      Free gifts (e.g. Free Chocolates)

a.      Free gifts apply only when purchasing a Main Game for the session in which the giveaway is advertised.

b.     All free gifts are subject to availability.

c.      Alternative gifts may be provided at management’s discretion, subject to stock availability. No cash alternative is available.

6.      Food offers (e.g., Bingo & a Burger)

a.      Food promotional mechanics will vary by promotion.

b.     Where a promotion includes bingo, the customer will be given a voucher at Booksales to claim the food element at the bar.

c.      Where it is a standalone food promotion, the customer must fulfil the requirements of the promotion for the offer to be valid (e.g., app-only offer; the offer must be presented in the app to claim at the bar).

d.      ADULTS NEED AROUND 2000 KCAL PER DAY

e.      ALLERGEN INFORMATION: If you have any allergies or intolerances, please make your server aware before ordering. For full allergen information, please ask a member of the team, order food in the app, or scan the QR code on the printed menu in club.

1. The ticket holder voluntarily assumes all risks and danger incidental to the event for which the ticket is issued, whether occurring prior, during or after the event. The ticket holder voluntarily agrees that the management, venue, event participants, DesignMyNight (WFL Media Ltd) and all of their respective agents, officers, directors, owners and employers are expressly released by the ticket holder from any claims arising from such causes.
2. Tickets are issued subject to the rules and regulations of the venue.
3. Please check your tickets, as mistakes cannot always be rectified.
4. Occasionally, events are cancelled or postponed by the promoter, team, performer or venue for a variety of reasons. If the event is cancelled, please contact us for information on receiving a refund from the responsible party. If the event was moved or rescheduled, the venue or promoter may set refund limitations. It is your responsibility to ascertain the date and time of any rearranged event.
5. The venue reserves the right to refuse admission and may on occasion have to conduct security searches to ensure the safety of the patrons.
6. Every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed.
7. We regret that tickets cannot be exchanged or refunded after purchase.
8. Tickets are sold subject to the venue or promoter's right to alter or vary the programme due to events or circumstances beyond its control without being obliged to refund monies or exchange tickets.
9. If this ticket is re-sold or transferred for profit or commercial gain by anyone other than the promoter, venue management, DesignMyNight or one of their authorised sub-agents, it will become voidable and the holder may be
refused entry to or ejected from the venue.
10. The venue may operate a No Smoking Policy.
11. The promoter, venue management and DesignMyNight accept no responsibility for any personal property.
12. The event listed on the purchased ticket is strictly for ticket holders who are over 18 years of age. Identification may be required.
13. Over 18's Only. gambleaware.org. Enjoy responsibly, bedrinkaware.co.uk for the facts

Please read these Terms and Conditions carefully before registering for an account with us or using our services. If you have any questions relating to these Terms and Conditions (or any documents referred to in them), please contact Customer Services.

By using our services and/or registering for an account with us, you indicate your acceptance of these Terms and Conditions, and the rest of the Terms of Use as described and/or set out below.

You should also read our Privacy Notice which explains how we use your personal information. You can find our Privacy Notice here.

Key Terms

You should read these Terms and Conditions, and the rest of the Terms of Use, in their entirety before using our services but we would like to draw your attention to the following:

• Errors, Interruptions and Malfunctions:From time to time, technical malfunctions, administrative, operational or systems failures, human errors and combinations of any or all of these or may occur which affect our Services. We refer to such events in these Terms and Conditions as “Errors”, “Interruptions” or “Malfunctions” and you can find some examples of these in section 11. In some cases, Errors, Interruptions and Malfunctions may not be apparent or detectable by you and/or us. Any Wager affected by an Error, Interruption or Malfunction will not count, and any winnings and/or Bonuses attributed to you as a result will not be payable to you, as set out in section 11.
• Our liability to you: There are certain losses for which we do not limit or exclude our liability (including certain of your rights under law). Our liability is excluded for business losses, damage to equipment, or losses resulting from third parties, your breach of the Terms of Use, Errors, Malfunctions or Interruptions, or events beyond our reasonable control. Nor are we responsible to you for losses that are not a reasonably foreseeable consequence of our breach. Our liability to you for other types of losses is limited, depending on the type of loss. Details of our liability to you can be found at section 20.
• Eligibility requirements: To register for and/or use the Services you must: (a) be 18 years of age or older; (b) be in a territory from which we currently accept users; and (c) register in your own name and for your sole benefit. You may also only register one account with us per Brand. See section 4 for further membership requirements.
• Verification Checks:  We may ask you for certain information and/or documentation in order to verify your age, identity and financial circumstances, and to comply with our legal and regulatory obligations, as set out in section 7. We may temporarily suspend your account and/or withhold payment of your balance and winnings until such verification has been satisfactorily completed.
• Prohibited Conduct: You must not engage in any Prohibited Conduct and the consequences of you doing so may include the voiding of any relevant Wagers, the withholding of any winnings and Bonuses, and the suspension and/or closure of your account. You may also be liable to compensate us for losses suffered by us as a result of you engaging in Prohibited Conduct. Further details, including what constitutes “Prohibited Conduct”, can be found in section 23.
• Account Closure: In addition to those examples set out above, we may temporarily suspend or permanently close your account at any time, as set out in section 17. Save where stated otherwise, if we do so we will refund you your entire withdrawable account balance.
• Amendment to Terms of Use: We may change the Terms of Use or our Services from time to time. See section 3 below for instances where we will notify you of this in advance.
• Safer Gambling: Certain safer gambling tools are available to you, as set out in section 21 below and on our dedicated safer gambling website The Rank Group’s safer gambling support site.
• Confirmed Wagers: Wagers do not become valid until our systems confirm that the Wager has been accepted and until we have received payment, and we and our records shall be the final authority in determining the terms of any Wager, as set out in section 9.
• Dormant accounts: If you do not log-in for 12 months or more, we may determine and re-classify your account to be “dormant”, as further set out in section 15.
• Bonus terms: If you are granted a Bonus, certain terms will apply to your use of the Bonus (including wagering requirements which must be completed within a certain period of time), as further set out in section 16.

1 Who are you?

1.1. We are Rank Interactive (Gibraltar) Limited, a company registered in Gibraltar under number 120385 with its registered address at Suite 3, 2nd Floor, Icom House, 1/5 Irish Town, Gibraltar GX11 1AA.

1.2. We are part of The Rank Group Plc group of companies (the “Rank Group”) which operates gaming venues in Europe and websites and mobile applications under the Bella Casino, Grosvenor Casinos, Mecca Bingo, Mecca Games, Kitty Bingo, Lucky Pants Bingo, Lucky VIP, Magical Vegas, Regal Wins, Rialto Casino, The Vic, Spin&Win, Enracha, YoCasino, YoBingo and YoSports brands. ("Brands").

1.3. For customers located in Great Britain, we are licensed and regulated by the Gambling Commission of Great Britain (licence account number 57924).

1.4. For customers located outside of Great Britain, we are licensed by the Government of Gibraltar and regulated by the Gibraltar Gambling Commissioner (licence numbers RGL No. 133 and RGL No. 134).

2 What are these Terms and Conditions?

2.1. By registering an account with us and/or using this website and any associated mobile applications (our “Services”), you enter into a legally binding agreement with us, which consists of these Terms and Conditions and (where the product is available) each of the following:

2.1.1. our Grosvenor poker terms and conditions, for use of our poker products, which can be found here; (“Poker Rules”);

2.1.2. our Grosvenor sports betting terms, conditions and rules, for use of our sportsbook, which can be found here (“Betting Rules”);

2.1.3. any individual games (including jackpot games) rules which can be found on the “game rules” tab for each game as set out below at section 2.2, (“Game Rules”); and

2.1.4. any specific terms relating to any event, competition, promotion, bonus or other offer that we publish from time to time,

which, together with these Terms and Conditions, are the “Terms of Use”.

2.2. The terms applicable to specific games may be found by:

2.2.1. clicking on any available ‘i’ button on any of the games you wish to play;

2.2.2. clicking on the ‘cog’/setup icon within any product to open the Options and then reviewing the ‘Help’ section for additional terms, including applicable pay-tables and theoretical return-to-player information.

2.3. If there is any conflict or inconsistency between these Terms and Conditions and the different sets of terms, conditions, rules or policies referred in section 2.1 above, then whatever is in these Terms and Conditions will apply instead of the relevant provision(s) in the other documents.

2.4. Please note that if you are having trouble locating any of the terms, conditions, rules or policies referred in section 2.1 above, you can request a copy from Customer Services.

2.5. We recommend that you retain a copy of these Terms and Conditions and store them safely along with all the confirmation e-mails, transaction data and payment methods relevant to your use of our Services.

3 How could the Terms of Use or the Services change?

3.1. Where we wish to make material changes to the Terms of Use, we will give you at least 14 days’ prior notice via email, notice on the website and/or account message.

3.2. For immaterial changes, we will not give you any prior notice, so you are advised to review the Terms of Use on a regular basis.

3.3. We may invite you to accept any updated Terms of Use by clicking on "yes", "I accept" or “I agree”, or checking a 'tick box' or any other similar method of confirmation. If you provide us with any such confirmation or continue to use the Services following any change to the Terms of Use taking effect, this will constitute your acceptance of the updated Terms of Use. If you do not agree to any change to the Terms of Use, you should stop using the Services and close your account with us as set out in section 18 below.

3.4. We may suspend, modify, remove and/or add products and services to the Services at our discretion from time to time. If the relevant change to the Services would constitute a material change which is to your detriment, we will try to give you prior notice wherever possible, however some amendments to the Services may be required to be made with immediate effect and without notice (for example, for compliance with our legal and regulatory obligations and for security reasons).

4 Am I eligible to open an account and use the Services?

4.1. You need to register and be accepted for an account with us to use the Services. To be eligible to open an account, you must:

4.1.1. be 18 (eighteen) years of age or older and above the legal age for gambling in the jurisdiction in which you live and be legally capable of entering into legally binding contracts. Underage gambling is a criminal offence;

4.1.2. reside in, and access the Services from, a Permitted Jurisdiction (as such term is defined in section 8.1 below);

4.1.3. not be self-excluded from gambling (including via a multi-operator self-exclusion scheme such as GAMSTOP) or otherwise be prohibited for any reason from gambling with us or from using the Services;

4.1.4. be acting solely for your own personal use. You must not act as an agent on behalf of someone else. Any bets or wagers placed via your account must be for your own benefit and not for the benefit of, or made in conjunction with, any third party;

4.1.5. not already have an open account with us in respect of the same Brand (as such term is defined in section 1.2 above) to which these Terms and Conditions relate. Only one account is permitted per customer per Brand. If we discover that you have opened one or more additional accounts for the same Brand, we can close such additional account(s) and treat any Bonuses (as such term is defined in section 16.4 below) accrued from them as void; and

4.1.6. not have previously had an account with us which we closed.

4.2. When you open an account and use our Services you are confirming that:

4.2.1. you meet the eligibility criteria set out in section 4.1 above;

4.2.2. you have the mental and legal capacity to take responsibility for your actions and to enter into and comply with the Terms of Use;

4.2.3. you are in a fit state of mind to do so and are not under the influence of alcohol or drugs (whether legal, prescribed or otherwise);

4.2.4. you will only use the Services for lawful purposes and in a lawful manner and not in a way that could be considered discriminatory, defamatory, abusive or obscene or which could reasonably cause offence;

4.2.5. you are using your own funds that you can afford to gamble with or your own funds that you are expressly entitled to use for gambling;

4.2.6. you are not the subject of any bankruptcy proceedings (or its equivalent in any other jurisdiction) where gambling spend would be considered a breach of such arrangement

4.2.7. you have not previously held an account with us or with any of our associates (in both cases whether online or in any venue) which was terminated due to your wrongdoing;

4.2.8. the details that you have provided us with are true, correct and complete and you will inform us of any changes to the information you have provided in accordance with section 5.2 below;

4.2.9. you will not engage in any Prohibited Conduct (as such term is defined in section 23.3 below);

4.2.10. you are not prohibited from using our Services by any term of your contract of employment, the Terms of Use or any rule of a sport governing body or other professional body of which you are a member, which applies to you;

4.2.11. if you are an employee, worker or contractor of any company within the Rank Group, you are permitted to do so by the Rank Group’s internal employee gambling policy and in line with the terms of your contract;

4.2.12. where a Wager (as such term is defined in section 9.1 below) is placed on the outcome of a race, competition or other event or process or on the likelihood of anything occurring or not occurring, you do not know the outcome of such event; and

4.2.13. you are not misusing non-public information to place a Wager.

5 How do I open an account?

5.1. When you open an account with us you will be asked to provide certain personal information when you complete the registration, which includes your name, address, date of birth, country of residence, email address and telephone number.

5.2. You must ensure that the information you provide is complete and accurate and that you update it if the information changes in the future. It is particularly important that you update us about any information that affects your use of the Services as quickly as possible (for example, your payment method and contact details). To change any of your account information, you can access and amend your information using the “My Account” section of the website or by contacting Customer Services. Should the payment card used on your account be lost, stolen or re-issued, please notify us as soon as possible by contacting Customer Services.

5.3. We may decline to open an account for any reason.

6 What do I need to know about my username and password and the security of my account?

6.1. When opening an account, you are requested to choose your own username and password. You should ensure that these details are kept private, as you are responsible for all activity on your account, where the correct security information has been provided.

6.2. If you lose or forget your username and/or password or if you believe that a third party is aware of them, you should contact Customer Services.

6.3. If another person accesses your account due to your error (for example, not keeping your username and password private or leaving your computer unattended without logging out) you are responsible for all their actions and any losses they may incur on your account.

6.4. For security, you should change your password regularly.

6.5. If young persons are sharing or have access to your devices, we recommend that you install and use parental control software.

7 What verification checks do you undertake?

7.1. We are required to undertake certain checks to comply with our legal and regulatory obligations, for example to verify your age, identity, address, location, financial circumstances, and the source of the funds you deposit and use, and we may also undertake other appropriate credit, fraud prevention and verification checks (“Verification Checks”). We may ask you to provide various information and supporting documentation to enable us to carry out these Verification Checks. The information we may require for the purposes of our Verification Checks may include: your passport, full driving licence, national identity card, marriage certificate or civil partnership certificate, deed poll (enrolled) or equivalent in Scotland, decree absolute or final order, utility bill (from the last three (3) months), bank statement (from the last three (3) months), and/or a photograph of you holding your passport, driving licence and/or national identity card open at the relevant page containing your details and photograph.

7.2. By registering for an account, you authorise us to conduct any Verification Checks that we may require at any time. You agree to provide us with any information we may reasonably need in relation to such Verification Checks. 

7.3. We will suspend or place limits on your account whilst we undertake the Verification Checks and/or until you provide the requested information and documents. You will not be able to make withdrawals until we have successfully completed our initial Verification Checks. We may close your account if a Verification Check shows that you have provided any false information or documentation and/or if you fail to provide any information or documentation that we reasonably request. 

7.4. If you are found to be under 18 years of age, all wagers placed whilst you were underage will be voided, and all related funds deposited will be returned. We shall not be obliged to pay any winnings which might otherwise have been payable.

7.5. We will supply the information that you have given us to authorised credit reference agencies, who will check the details we provide against any databases (public or private) to which they have access and may keep a record of that check. We may share information with credit reference and fraud prevention agencies for use in credit decisions, identification checks and for fraud detection and prevention purposes. We may also share your information with our regulators. Our Privacy Notice sets out in more detail how we use your personal information.

8 Do any geographical restrictions apply to use of your Services?

8.1. We only allow persons located in the United Kingdom, the Republic of Ireland, the Channel Islands, the Isle of Man and Gibraltar (the “Permitted Jurisdictions”) to use our Services.

8.2. Under no circumstances will we be liable for any breach by you of the laws of any state or country that may occur as a result of your use of our Services from outside a Permitted Jurisdiction. We will close your account and cancel all un-settled Wagers (as such term is defined in section 9.1 below) immediately if it comes to our attention that the opening of your account or the use of our Services has taken place in breach of this paragraph, whether mistakenly or otherwise.

8.3. It is your responsibility to comply at all times with your own local, national or state laws that relate to gambling.

8.4. The availability of our Services does not constitute an offer, solicitation or invitation by us for the use of or subscription to betting, gaming or other services in any jurisdiction in which such activities are prohibited by law.

8.5. You agree not to attempt to circumvent our jurisdictional controls, whether by use of a virtual private network or otherwise. Although we take appropriate measures to restrict access to our Services to persons located in the Permitted Jurisdictions, no winnings shall be paid to you if you do obtain access outside the Permitted Jurisdictions.

8.6. We may terminate your account and refuse any use of our Services if we know or reasonably suspect that you have been using them whilst located outside the Permitted Jurisdictions.

9 What do I need to know about placing a Wager and using the Services?

9.1. We only accept bets, wagers, stakes and similar transactions (“Wagers”) made online (including via our mobile applications). Wagers are not accepted in other ways, including by telephone, email, post or fax, and will not be valid if received in such a way.

9.2. The following general terms apply to all Wagers. Specific terms also apply to poker, sports betting and games, as set out in the Poker Rules, Betting Rules and applicable Game Rules.

9.3. When a Wager is made, the corresponding amount is charged against your account and your real-money balance and/or bonus balance will be adjusted accordingly.

9.4. You will not be able to place a Wager using our Services unless you have available funds to cover the Wager.

9.5. It is important that you ensure that all details of any Wager are correct before you place it. Once we have accepted a Wager, you cannot change or cancel it.

9.6. You must exercise your own judgement in placing a Wager and you acknowledge that you have not relied on any statement or advice from us or our employees, agents or licensors in deciding to place a Wager.

9.7. We may refuse to accept any Wager in whole or in part for any reason at our discretion.

9.8. We may set maximum and minimum Wager amounts for specific games and sports, and these will be set out in the Poker Rules, Game Rules and Betting Rules, as applicable. We also impose limits on the maximum amount of winnings, which apply regardless of the amount you have Wager. Please see the Poker Rules, Betting Rules and Games Rules for more information.

9.9. We may implement certain limits on your account in accordance with our legal and regulatory obligations and commitment to safer gambling. We may place maximum limits on the amount of each Wager you may place using the Services.

9.10. Wagers do not become valid until our systems confirm that the Wager has been accepted and until we have received payment.

9.11. If there is any disagreement as to the details of a particular Wager, save where the result of our negligence, fraud or manifest error, then our records shall always prevail. In the unlikely event of a disagreement between the result that appears on your screen and the game server, you agree the result that appears on the game server will prevail. This is subject to your rights under section 24.

9.12. For some games, we will pass you to a third-party system. These systems may not provide you with all of the reporting information you will find on our website. Should you require additional information, please contact our Customer Services.

10 What additional rules apply to ensure our Services are fair?

10.1. If there is reasonable evidence or reasonable suspicion of price or event rigging, or manipulation in relation to any event or game, or if the integrity of an event or game has been called into question, or if we have been made aware of irregular or unusual betting patterns, or there is any attempt to defraud us, we will:

10.1.1. suspend our offering on any event or series of events in any of its markets; and

10.1.2. void all relevant Wagers.

10.2. If fraudulent or unlawful conduct is found to have occurred in respect of any event or series of events (by the appropriate sports governing bodies or by any other means), we will void any Wagers placed on such events, either by any individual identified as having misused non-public information or by any other individual who in our reasonable opinion is connected to, acting in conjunction with, or in any way involved with such individual or the event manipulation.

10.3 If we void any Wager under clause 10.1 or 10.2 above, any winnings or Bonuses (or any other similar benefit) awarded to you or paid to you which you would not have otherwise been awarded or paid (as applicable) will be void and will not be payable to you by us. This will be the case whether or not the winnings are credited to your account. We will reverse any withdrawals that have been requested but not yet processed.

11 What happens if there is an error, malfunction or other issue which affects the Services? Will my Wager be void?

11.1. We try hard to provide a high-quality and reliable online gambling service but from time to time, errors – whether technical, human or otherwise - may occur which affect the Services (“Errors”). Certain kinds of Errors may not be apparent or detectable by you and/or us until our checks have been completed.

11.2. In this section we set out a description of the types of Errors that can occur and what the consequences are for any Wagers you have placed. Please also refer to section 20 which explains what liability we will and won’t accept for losses that may result when these (and other) things go wrong.

11.3. Errors include (but are not limited to) the following:

11.3.1. systems and/or communications errors, delays, severe latency, technical failures, interruptions, malfunctions, bugs and/or viruses. We will refer to these Errors as “Interruptions”;

11.3.2. malfunctions and/or errors relating to games, including in respect of the underlying mechanics and maths on which the game is based and errors in the display of images or graphical representations on your screen. This type of Error includes an automated process failing to operate as designed or intended. It also includes where a game operates other than in accordance with its published ‘return to player’ percentage (being the rate at which winnings are paid out as published in the relevant game rules) and/or published Game Rules. Such malfunctions and/or errors may affect, amongst other things, the rate at which winnings are paid out, the amount of winnings paid out and/or the likelihood of winnings being paid out. These Errors may or may not be immediately apparent to us or to you and they may only come to light as and when settlement instructions, game outcomes or winnings are investigated, and our checks have been completed. We refer to these Errors as “Malfunctions”;

11.3.3. errors in the odds and/or terms of a Wager published for the purposes of betting, for example:

• where the odds or terms of a Wager are mis-stated;
• where there is a “palpable error” or “obvious error” (being where we erroneously offer odds that are materially different from those available in the general market or clearly incorrect given the chance of the event occurring);
• where a Wager offer includes an incorrect participant (for example an individual or team that is not participating in the relevant event); and/or
• in respect of “live” or “in-play bets”, if the odds offered by us are based on a score or result displayed on the Services which differs from the actual score at such time as provided by the relevant sports governing association, body or organisation;

11.3.4. errors in our acceptance of a Wager, for example:

• where a Wager placed by you is accepted by us in error;
• where a Wager (other than a “live” or “in-play bet”) is accepted by us after the start of the relevant event;

11.3.5. in respect of “live” or “in-play bets”:

• where a Wager is accepted by us at the wrong odds or an incorrect price due to the live coverage being delayed or otherwise faulty;
• where a Wager is accepted by us on an in-play event which has already occurred; or
• where a Wager is accepted by us after an event which is separate to the one that you are betting on has already occurred or is occurring and such separate event can in any way be considered as contributing to the result of the event bet on (for example, with regards to football, a free kick is awarded and you place a bet that the next goal to be scored will be by way of free kick); and/or

11.3.6. errors in our settlement of a Wager and/or our calculation and distribution of winnings, for example if we settle a fixed-odds bet using odds other than those at which you placed your Wager, if we pay out winnings for a losing Wager, or if we distribute winnings that are not due to you.

11.4. If there is an Error: (a) any Wager that you have made that has been affected by that Error will be void; and (b) any winnings or Bonuses (or any other similar benefit) (“Winnings”) awarded to you or paid to you which you would not have otherwise been awarded or paid (as applicable) but for that Error occurring (“Erroneous Winnings”) will be void. This means that your Wager will not count, and any Erroneous Winnings will not be payable to you by us. This will be the case whether or not the Erroneous Winnings are credited to your account. We will reverse any withdrawals that have been requested but not yet processed. We may suspend betting markets whilst an Error persists.

11.5. Whilst we investigate whether any Winnings are Erroneous Winnings, we will temporarily suspend payment of such Winnings to you. If we find that such Winnings are not Erroneous Winnings, we will process the payment/credit of such Winnings. If we find that such Winnings are Erroneous Winnings, we will not pay/credit these to you.

11.6. If you are for any reason able to withdraw any Erroneous Winnings, you agree to repay such amount to us promptly. We may deduct an amount equal to this amount against any money owed to you by us.

11.7. Where any Error is or becomes apparent or obvious to you or you suspect that an Error may be occurring, you agree that you will cease your use of the relevant Services and report it to Customer Services immediately.

11.8. In the event of an Interruption, we will do our best to handle those in a way that is fair and does not systematically disadvantage our customers.

12 How do I make a deposit or withdrawal?

12.1. You can only deposit monies to, and withdraw money from, your account by using the payment methods listed on the website. We do not accept any other payment methods and we are only able to allow you to withdraw available funds from your account to a payment method you have used to make a deposit.

12.2. The payment method used must be in your own name. If not, this may result in your account being suspended and further identification documents being requested.

12.3. We do not offer credit. You cannot deposit amounts into your account using a credit card, including by way of any credit card registered with an online payment service (e.g. PayPal, Apple Pay, Google Pay or other such providers).

12.4. You can make withdrawals from your account up to your current available balance, provided that:

12.4.1. all payments made into your account have been confirmed as cleared and have not been charged-back, reversed or otherwise cancelled;

12.4.2. we have completed our Verification Checks to our reasonable satisfaction. Where we have requested information from you to carry out these checks, any delay in providing this information may cause delay when withdrawing funds;

12.4.3. we are not required to withhold payments of your deposit and/or winnings by applicable law or regulation and have not been instructed to do so by a regulator; and

12.4.4. there is currently no ongoing, or completed, investigation: (a) into an Error, Interruption or Malfunction (as those terms are defined in section 11 above) involving the Services which you have used; or (b) where we have reasonable grounds to believe you may have engaged in a Prohibited Conduct (as such term is defined in section 23.3 below).

12.5. Withdrawals are also subject to the following terms and conditions:

12.5.1. for some payment methods, we may not be able to pay funds back to these if non-refundable. In these circumstances, we will pay the funds to another registered refundable method; and

12.5.2. for Visa debit cards and other third party payment processing websites (such as PayPal), there may be limits on withdrawals put in place by the relevant payment service provider from time to time. You should contact Customer Services in the event that you wish to withdraw funds in excess of these limits.

12.6. You can only remove a payment method from your account if the net deposit (deposits less withdrawals) on all payment methods is zero or less. If you no longer have the payment method that has net deposits on your account, then please contact our Customer Services for appropriate security checks. In some cases, we may require additional documentation confirming that the payment method is no longer active before we can remove it.

12.7. You may only make deposits and withdrawals into your account for the purpose of our Services in good faith and for the purpose for which they are provided.

13 Do you charge any fees for deposits or withdrawals?

13.1. We never charge fees on withdrawals. A transfer will only be made to an account in your name and such account must be held in a Permitted Jurisdiction (as such term is defined in section 8.1 above). Where you are requesting a bank transfer for the first time, we will require a statement showing the name, address, sort code and account number.

13.2. Before making a deposit or withdrawal, you should check with your bank, financial institution and/or payment service provider if they will apply any charges. We do not accept any responsibility for fees or charges applied by third parties.

14 What else do I need to know about money held in my account?

14.1. Interest is not payable on account balances.

14.2. You are responsible for reporting or declaring any funds withdrawn, including winnings, if such reporting is required by local law, tax or other authorities.

14.3. You must not make or attempt to make any chargebacks, and/or deny or reverse any payment that you have made, and you will reimburse us for any chargebacks, denial or reversal of payments you make, and any resulting loss suffered by us. If we are notified of, or become aware of, any suspected or fraudulent payment or any other fraudulent activity, we will suspend or close your account, reverse any withdrawal made and recover our loss, and/or any winnings attributable to such activity.

14.4. Rank Interactive (Gibraltar) Limited is a wholly owned subsidiary of The Rank Group Plc, which is listed on the London Stock Exchange. Funds at least equal to the value of active customer balances are held in a designated bank account separate from our business accounts to ensure that there are always sufficient funds for customers to withdraw their balance at any time. We hold such sums on trust for our customers for the sole purpose of enabling them to either withdraw their balance or to place wagers on our website. This means that steps have been taken to protect your funds in the event of insolvency but that there is no absolute guarantee that all funds will be repaid. This meets the Gambling Commission’s requirements for the segregation of customer funds at the medium level of protection.

15 What happens to funds in my account if I stop using the Services?

15.1. We treat an account as “dormant” if you do not log-in for 12 months or more.

15.2. If you have a positive balance in your account, we will attempt to contact you using the contact details you have provided to us at least 30 (thirty) days before your account becomes “dormant”. You may reactivate a dormant account by logging into that account at any time.

15.3. All funds held in your account balance whilst classified as dormant will be subject to the same level of protection as those held in an active account. No funds will be deducted from your account whilst it is classified as dormant, nor are your rights as a consumer affected by a dormant status.

16 What terms apply to competitions and promotional offers?

16.1. We may offer certain competitions and promotional offers from time to time. These are subject to the Terms of Use and any specific terms relating to such offers that we publish from time to time (“Promotion Rules”).

16.2. All offers can be restricted to particular customers and do not have to be generally offered to all customers.

16.3 We may withdraw, amend or cancel any competition or promotional offer at any time and without notice. If we do so, any offers that you have opted in for or otherwise accrued will still be valid in accordance with the relevant terms that applied at the time of their grant, or we will take such other measures as may reasonably be required to ensure that you are not otherwise disadvantaged. Restrictions may be placed on your account to comply with regulatory obligations, which may include Safer Gambling requirements resulting in a limitation on your ability to participate in bonuses and promotions, as well as to receive marketing materials in relation to offers. Should this be the case, we will not be responsible if your ability to complete qualification requirements, or redeem the reward from a promotion, is affected. Other than in exceptional circumstances, we will provide notice of any withdrawal, amendment or cancellation of an offer.

16.4 If as part of a competition or promotional offer we credit you with a bonus, free bet, free spin token, or similar reward (a “Bonus”), then the following rules apply (in addition to the Promotion Rules):

16.4.1 the wagering requirements for the Bonus will be set out in the promotion or competition rules;

16.4.2 you can only use the Bonus for placing wagers via this website and/or its associate mobile application;

16.4.3 you can only spend the Bonus after you have spent the cash in your account;

16.4.4 when placing a Wager that uses a combination of cash and Bonus funds, any winnings generated from that Wager will be credited proportionately to your cash and Bonus balances;

16.4.5 if you do not satisfy the minimum wagering requirements within the timescale specified (or if no period is specified, 30 days after the Bonus was added to your account) or seek to withdraw any funds prior to doing so, then the Bonus balance (including winnings from Bonus wagers) will be forfeited; and

16.4.6 if you have more than one active Bonus then the wagering requirements may be combined (as to wagering target and/or expiry). If in any doubt, please contact Customer Services for confirmation.

17 Can you close my account?

17.1. We may close, limit or suspend your account or cease providing our Services at any time and we will use reasonable endeavours to notify you of this in advance, other than where you have seriously breached the Terms of Use (in which case this may take effect without notice).

17.2. If we have reasonable grounds to suspect that you have engaged in any Prohibited Conduct (as such term is defined in section 23.3 below), we will suspend your account without notification, and your account will remain suspended while the matter is investigated. You agree to cooperate fully with any such investigation. Your funds cannot be accessed or withdrawn during periods of suspension, and any balance will remain in the account. We will use reasonable efforts to undertake our investigation within a reasonable period.

17.3. If our investigation results in our decision (acting reasonably) that the issue has been resolved to our satisfaction, we may lift the account suspension. If our investigation results in our decision (acting reasonably) that you have engaged in any Prohibited Conduct (as such term is defined in section 23.3 below), we will restrict or permanently close your account. In these circumstances, your details may be passed on to any applicable regulatory authority or any other relevant external third parties.

17.4. We may also from time to time be required by a competent authority to restrict, suspend, or close accounts for legal or regulatory reasons. Such restrictions, if applicable, may affect your use of your account.

17.5. If we close your account, any positive real money balance in your account at the time of such closure will be paid back to you, except that:

17.5.1. if you have engaged in illegal activity, we are under no obligation to refund to you any money that may be in your account; and

17.5.2. if we discover or determine (acting reasonably) that you have undertaken any Prohibited Conduct (as such term is defined in section 23.3 below) then we may withhold all or part of the account balance and/or recover from your account deposits, pay-outs, Bonuses, and/or any winnings that are attributable to the Prohibited Conduct.

17.6. If we close your account in accordance with section 17.3, all Wagers and Bonuses will be void.

18 How do I close my account?

18.1. You may close your account at any time by notifying us by contacting Customer Services. You remain responsible for all activity using your account until it is closed.

18.2. Unless we are entitled to withhold funds under the Terms of Use, any positive real money balance in your account at the time of such closure by you will be paid back to you.

19 Who owns this website, any associated app and their contents?

19.1. All copyright, trademarks, designs, text, photographs, videos, images and graphics, look and structure of our website and mobile applications, database rights and all other intellectual property rights relating to the Services and its contents (including the software) (“Materials”) are and will remain our or our licensors’ property.

19.2. Nothing contained in the Terms of Use shall be construed as conferring by implication any licence or right to use any trademark, patent, design right, copyright or other intellectual property that belongs to us or any third party.

19.3. You may not sell, assign, license, distribute, copy, modify, publicly perform or display, transmit, publish, edit, adapt, create derivative works from, or otherwise make unauthorised use of the Services or Materials without our express prior written consent. Except as permitted by law, you must not de-compile, re-engineer or disassemble the Materials, nor attempt to interfere with their correct operation. You agree not to remove, obscure, or alter any copyright, patent, trade mark, or other proprietary rights notices affixed to Materials.

19.4. The Services and Materials are made available for your personal non-commercial use. Any other use by you is not permitted. No information which we or third parties provide via the Services is intended to amount to advice or recommendations and is provided for information purposes only.

19.5. Our Services may contain links and references to third party websites and resources, these links are provided for your information only. We have no control over the content of third party sites or resources, and we accept no liability for them or for any loss or damage that may arise from your use of them. The inclusion of a link to a third party website does not constitute our endorsement of that third party’s website, products or services (if applicable). We will not be a party to, or in any way be responsible for, monitoring any transaction between you and third party providers of products or services.

19.6. As part of our sports book offering, we make certain third party data services available to you, including but not limited to horse racing and greyhound data from the Press Association and live scores and statistics from Betradar (“Third Party Data Services”). In relation to the Third Party Data Services, you agree that:

19.6.1. they may only be used for your own personal use, and you will not distribute or commercially exploit them or any part of them;

19.6.2. your use of the Third Party Data Services is at your sole risk; and

19.6.3. neither we, nor our sports book provider (Kambi Sports Solutions (Alderney) Limited), the Press Association or any other third party data provider or any of their licensors give any warranty as to the accuracy of any data or that the supply of such data will be uninterrupted

20 What losses will you be liable to me for?

20.1. You accept that by using our Services there is a risk that you may lose money as well as win.

20.2. As a consumer, you have certain rights under law in respect of our provision of the Services (for example that we will provide the Services using reasonable care and skill). You have certain legal remedies if we breach any of these rights. Nothing in the Terms of Use will affect or undermine these legal rights or remedies.

20.3. Nothing in the Terms of Use is intended to, or will, exclude or limit our liability for fraud, death or personal injury resulting from our negligence, or any other liability which we may not limit or exclude under applicable law.

20.4. Subject to sections 20.2 and 20.3 above, we will not be responsible to you or any third party in any way, for any loss or damage whatsoever arising from or in any way connected with:

20.4.1. indirect losses which are a side effect of the main damage and losses that were not foreseeable by you and us at the time you first accepted the Terms of Use;

20.4.2. business losses and/or losses to non-consumers (for example loss of business, loss of business information, business interruption and loss of profits or revenues);

20.4.3. losses resulting from third party services, equipment and devices that you use to access the Services;

20.4.4. any use by you of our Services in breach of the Terms of Use (including any Prohibited Conduct (as such term is defined in section 23.3 below) on your part);

20.4.5. any incomplete, lost or delayed transactions (including as a result of technical failure), other than to the extent caused by our failure to use reasonable care and skill;

20.4.6. damage to your equipment (e.g. desktop, laptop, mobile, smartphone, tablet, games console or other internet-enabled device) or for any loss or corruption of data that results from your use of our Services, except that if any defective digital content that we have supplied to you damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation;

20.4.7. the accuracy, completeness or currency of any information services provided by us or third parties (including but not limited to prices, runners, times, results, live scores or general statistics);

20.4.8. any Error, Malfunction or Interruption (as such terms are defined in in section 11 above) other than to the extent caused by our failure to use reasonable care and skill;

20.4.9. our closure or suspension of your account in accordance with the Terms of Use; or

20.4.10. failure or delay by us to provide the Services or to meet any of our obligations under the Terms of Use to the extent that such failure or delay results from events beyond our reasonable control. Events beyond our reasonable control include cyber-attack, fire, flood, storm, riot, earthquake, pandemic, epidemic, public utility failures, delays or disruptions of the internet or telecommunications networks, civil disturbance, war, nuclear accident, terrorist activity and acts of God.

20.5. Subject to sections 20.2 and 20.3 above, we do not promise that the Services will have uninterrupted availability or that they will be free of bugs, viruses or Errors. Access to the Services may be suspended temporarily and without notice in the case of system failure, maintenance, repair or for reasons beyond our reasonable control.

20.6. You accept that, in relation to time-critical gambling events, there is a risk that you may be at a disadvantage compared to other players because of technical issues such as slower network speeds, or slower end user device performance.

20.7. Subject to sections 20.2 and 20.3 above, and save in respect of any winnings properly due to you in accordance with the Terms of Use, our maximum liability to you is limited to:

20.7.1. where liability relates to a Wager (as such term is defined in section 9.1 above), the greater of (a) the amount of the Wager; or (b) £1,000; or

20.7.2. where liability relates to the loss or misapplication of funds in your account with us, the greater of (a) the amount that has been lost or misapplied or

(b) £1,000.

21 What safer gambling tools are available? How can I self-exclude?

21.1. We are committed to safer gambling and have a number of self-help features to help you manage your gambling.

21.2. Should you experience any issues controlling your gambling, we encourage you to use the features available, which include setting a net deposit limit and reality checks (such as an hourly reminder of time spent on the website), taking a temporary break from using the Services, and self-excluding and closing your account for a set period of time.

21.3. We urge caution with the use of ‘windfall’ amounts (such as a compensation payment, inheritance or pension pot). Where such a sum is needed to provide ongoing financial support, please do not gamble with it. Further details are available here.

21.4. There are many internet filtering software choices available, and you can view a selection of solutions, as recommended by GamCare, by visiting https://www.gamcare.org.uk/self-help/blocking-software/.

21.5. If you wish to take a temporary break from gambling using the Services, you can choose a break period from one day up to six weeks. You will not be able to access your account and you will be prevented from gambling until your break period has finished.

21.6. If you wish to self-exclude from gambling using the Services, it will be for a minimum of six months. You will not be able to access your account and you will be prevented from gambling. Your self-exclusion will apply to all of our websites and associated mobile apps. We will undertake reasonable checks to identify and block any accounts which we find under your name, date of birth and address, however you should notify us if an account may exist which does not match these exact details. Only once the requested period of self-exclusion has passed, may you apply for reinstatement.

21.7. Where you opt to self-exclude, we strongly recommend that you self-exclude from all other gambling operators you have an account with.

21.8. The take a break and self-exclusion features are available in the Responsible Gaming section of “My Account” or by contacting Customer Services.

21.9. During the period in which you take a break or are self-excluded, you must not attempt to re-open your account or try to open new accounts.

21.10. In addition to our own self–exclusion facility, we are registered with the self-exclusion service provided by The National Online Self Exclusion Scheme Limited (“GAMSTOP”). You can find out more details about GAMSTOP by visiting www.gamstop.co.uk.

21.11. Your GAMSTOP self-exclusion may take a number of days in order to become active with us. We will take all reasonable steps, whilst your GAMSTOP self-exclusion is “active”, to prevent you from accessing your online accounts, or opening new online accounts.

21.12. We can only enforce your GAMSTOP self-exclusion based on the information you provide to GAMSTOP during registration. You accept that GAMSTOP may not be as effective in circumstances where it has received inaccurate, incomplete and out-of-date information or where there are differences between account details. GAMSTOP may also not be as effective when you attempt to work around the exclusion measures GAMSTOP has put in place. It is your responsibility to provide truthful and accurate details to GAMSTOP, consistent with those which you use/have used to set up any online accounts with us.

21.13. Subject to sections 20.2 and 20.3 above, we will not be liable to you or any third party if, whilst you are self-excluded, you continue to gamble using our Services, and you accept that we have no responsibility or liability whatsoever if you continue to gamble or are able to gamble with us or any third party, where:

21.13.1. you have sought to circumvent a GAMSTOP self-exclusion by using different details or by registering additional accounts;

21.13.2. where you have changed any of the registration details or inputted your details in a different manner to the way they were registered as part of your self-exclusion agreement;

21.13.3. if you continue to gamble with us between your self-exclusion registration with GAMSTOP and us receiving notification and applying such self-exclusion on our Services;

21.13.4. where you have registered a new account when the GAMSTOP service is unavailable, inaccessible or not working properly for whatever reason;

21.13.5. where you have sought to take advantage of the GAMSTOP service being unavailable, inaccessible or not working properly; or

21.13.6. for any other reason outside of our reasonable control, including where the operating systems utilised by GAMSTOP fail to identify you and/or your online accounts as being subject to self-exclusion when you attempt to use our Services. Please also see GAMSTOP’s Terms of Use at: https://www.gamstop.co.uk/terms-of-use.

21.14. It is ultimately your own responsibility to uphold a self-exclusion, but we will use all reasonable efforts to stop you playing on the account from which you have excluded. However, despite these efforts by us, should you manage to open a new account by using different personal details of any kind, we will not be responsible for any losses you may subsequently incur as a result of your circumvention of the self-exclusion process, and we will withhold any winnings.

21.15. We will not pay out any winnings generated from deposits originating from a payment method we reasonably believe to belong to a member who is self-excluded from any account with us. Subject to our other rights and obligations under the Terms of Use, we may refund to you any amounts that you have erroneously deposited during a period of self-exclusion.

21.16. Click here for further information on Responsible Gambling.

22 How do you deal with fraud, cheating and illegal activity?

22.1. Fraudulent activity or cheating constitutes a serious breach of the Terms of Use. We consider fraudulent activity or cheating to include:

22.1.1. identity fraud;

22.1.2. payment fraud;

22.1.3. money laundering;

22.1.4. third party funding;

22.1.5. forgery;

22.1.6. using payment details that do not belong to you (including stolen or fraudulent payment details);

22.1.7. collusion with other individuals;

22.1.8. utilisation of software to gain an unfair advantage;

22.1.9. so-called ‘chip dumping’ (the act of intentionally losing chips or money to another player at the table);

22.1.10. exploitation of Errors, Malfunctions or Interruptions (as such terms are defined in section 11 above);

22.1.11. betting on fixed sporting events; and/or

22.1.12. misuse of non-public or inside information.

22.2. You may not in any way interfere, interrupt, attempt to interrupt, or attempt to manipulate the operation of our Services or the normal play of any of our products. In particular, you may not use or attempt to use any artificial intelligence, automated players (bots) or player assistance software. You agree to play personally via the interfaces made available by us only.

22.3. We strictly prohibit the use of any third party external player assistance programs or software ("EPA Programs") which are designed to provide an unfair advantage to customers. EPA Programs include computer software, websites, subscription services and non-software-based databases, systems or profiles which are used by customers in connection with our Services. An "unfair advantage" means any instance in which a customer accesses or compiles information on other customers (including the tracking of customers through the use of such automated software) beyond that which the customer has personally observed through the customer’s own game play (other than information or services provided to customers directly by us) and/or where a customer otherwise exploits or participates in the exploitation of a fault, loophole or error (including any Error, Malfunction or Interruption as such terms are defined in section 11 above) in our or any third party's software and uses it to the disadvantage of us, the game play or other customers.

22.4. You agree that we may take steps to detect and prevent the use of prohibited EPA Programs. These steps may include, but are not limited to, examination of software programs running concurrently with our software on your computer. You agree that you will not attempt to bypass, interfere with, or block such steps, including, without limitation, the use of third party software that bypasses, interferes with, or blocks such steps.

22.5 If you believe that another player is involved in any form of fraud, cheating or collusion in relation to our Services (whether through the use of EPA Programs or otherwise), you should report this to Customer Services.

22.6 We make every effort to protect customers from experiencing online harms when using our products and services. All content, services and any user-to-user communications are managed and monitored in line with the risks identified through the Online Safety Act 2023. Should any harmful or illegal content be identified, we will make every effort to remove this as soon as is possible and report to authorities as appropriate. Sharing or promoting illegal content online is a criminal offence and constitutes Prohibited Conduct under section 23 below. 

23 What am I not allowed to do when using the Services?

23.1. You may only use the Services, including your account, for lawful gambling in accordance with the Terms of Use. You must not engage in any activity which we define below as a “Prohibited Conduct” and you acknowledge and understand that the consequences of you doing so may include the voiding of any relevant Wagers, the withholding of any winnings and Bonuses, and the suspension and/or closure of your account. You may also be liable to compensate us for losses suffered by us as a result of you engaging in Prohibited Conduct.

23.2. You agree that we may disclose any information relating to Prohibited Conduct (including your personal information) to the relevant authorities and other relevant parties (such as other gambling operators).

23.3. The following activities are each defined as “Prohibited Conduct”:

23.3.1. any form of fraudulent or illegal activity, cheating, or any other activity prohibited under section 22 above;

23.3.2. abuse of special offers or promotions. This includes where we know or reasonably suspect that you are taking unfair advantage of, or exploit or manipulate (or attempt to exploit or manipulate), any of the promotions, bonuses or special offers that we may offer on or via the Services;

23.3.3. if the name registered on your account does not match the name on the payment method used to make deposits to your account;

23.3.4. if you appear in our reasonable judgement to be depositing or withdrawing money or otherwise using the Services without genuine play;

23.3.5. if you are located in any territory in which the use of the Services is not legal or in jurisdictions from which we do not accept customers, including if you are using a VPN to disguise your location;

23.3.6. if we have received a “charge back” and/or a "return" notification via a deposit mechanism used on your account;

23.3.7. if you use the Services other than for your personal and recreational use;

23.3.8. if you provide incorrect or misleading information while registering for an account (except where you provide any incorrect or misleading information in order to pass relevant age-verification checks, which situation will be dealt with as described in section 7.4 above);

23.3.9. if you allow or enable someone else to use your account;

23.3.10. if you have deliberately or fraudulently opened or are using more than one account per Brand;

23.3.11. if you use the Services in any way that may lead to the encouragement, procurement or carrying out of any criminal or unlawful activity, or cause distress, harm or damage to any other person;

23.3.12. if we discover that you are accessing the Services in contravention of the laws of the country where you are located;

23.3.13. if you knowingly introduce viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our websites, the servers on which our websites are stored, or any server computer or database connected to our websites or mobile applications;

23.3.14. if you infringe our rights (including intellectual property rights) or the rights of any other person;

23.3.15. if you make any statements or submit any material that is abusive, defamatory or discriminatory;

23.3.16 if you share, upload, create or promote harmful or illegal content contrary to the Online Safety Act 2023 that may be visible to other customers using our Services;

23.3.17. if you have more than one account with us at any one time with the same Brand; or

23.3.18. if you seriously breach the Terms of Use in some other way, including by any of those promises given by you at section 4.2 not being true or accurate or ceasing to be the case at any time.

23.4. You agree to compensate us for any costs, charges or losses sustained or incurred by us arising from any Prohibited Conduct on your part.

24 What happens if I have a complaint? How are disputes determined?

24.1 If you wish to make a complaint regarding our Services, you should contact Customer Services.

24.2 All complaints are dealt with in accordance with our complaints policy, which you can find here.

24.3 Complaints should be notified to us as soon as possible and in any case within six (6) months of the relevant incident. Where you raise a complaint after the expiry of this six (6) month period, we reserve the right to reject the complaint. Owing to accessibility of technical logs, any complaint relating specifically to the functionality or settlement of a game or wager must be raised within seven (7) days to allow for a full and accurate investigation

24.4 You should also provide the Game ID and a screenshot of the game as it finished (as applicable) with any complaint notification, in order for us to assist you.

24.5 Customers who are dissatisfied with the outcome of a complaint may escalate the matter further as follows:

24.5.1 For GB residents you may contact an Alternative Dispute Resolution Service (ADR), a service provided by the Independent Betting Adjudication Service (IBAS) who may be contacted at www.ibas-uk.com.

24.5.2 For residents located outside of Great Britain you should contact the Gibraltar Gambling Commissioner, stating that you have a “regulatory complaint against Rank Interactive (Gibraltar) Limited”. You will be asked to provide details of your complaint and complete the Complaint Resolution Request Form.

25 Do I need to download any software to use the Services?

25.1. For certain services we offer, you may need to download or use certain additional software, including software provided by third parties.

25.2. You may be required to enter into end user terms and conditions of use in order to make use of such software. You agree to be bound by the terms of any such agreement.

25.3. You shall not use (other than for its specified purpose), interfere with, copy, modify, decode, reverse engineer, disassemble, decompile, translate, convert or create derivative works from any software provided to you by us and/or any third party or attempt to do so.

26 Is there anything else I need to know?

26.1. The Terms of Use (together with the Grosvenor One terms and conditions if you are a Grosvenor One customer) form the entire terms and conditions between us and supersede all previous terms and conditions, communications and understandings.

26.2. No written or verbal declaration by any employee, contractor, worker, agent or licensor of the Rank Group shall be regarded as a variation or waiver of these Terms of Use or as an admission of any failure.

26.3. No failure or delay by us in exercising any of our rights shall prevent us from exercising such rights in the future.

26.4. If any term or condition of the Terms of Use is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.

26.5. You may not assign, transfer, charge or otherwise deal in your rights under the Terms of Use without our prior written consent. We are entitled to assign, transfer, charge or otherwise deal in our rights under these Terms of Use as we see fit, but we’ll let you know if we plan to transfer our contract with you so that a different organisation is responsible for supplying the Services and you may close your account at any time in accordance with section 18.

26.6. Unless we have expressly stated otherwise, nothing in the Terms of Use shall create any rights or any other benefits in favour of any other person.

26.7. The Terms of Use are only available in the English language.

26.8. The Terms of Use are governed by, and shall be interpreted in accordance with, the laws of England and Wales. The courts of England and Wales will have the exclusive right to settle any disputes that may arise in relation to the Terms of Use, meaning that if you wish to bring a claim against us you must do so through those courts. However, if you reside elsewhere in a Permitted Jurisdiction (as such term is defined in section 8.1 above), you still have the benefit of any applicable rights under the laws of, and the right to bring an action before the courts of, such jurisdiction.