LOTTERY TERMS AND CONDITIONS

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1 LOTTERY TERMS AND CONDITIONS THE FOLLOWING ARE THE TERMS AND CONDITIONS OF SCOTLAND CHARITY AIR AMBULANCE LOTTERY. BY COMPLETING THE PLAYER APPLICATION FORM AND/OR RENEWAL FORM, YOU AGREE THAT YOU HAVE READ AND UNDERSTOOD THESE TERMS AND THAT THEY WILL APPLY TO AND GOVERN YOUR PARTICIPATION IN THE LOTTERY. IF YOU DO NOT AGREE WITH ANY OF THE TERMS AND CONDITIONS, YOU SHOULD NOT ACCEPT THEM, IN WHICH CASE YOU WILL NOT BE ELIGIBLE TO PARTICIPATE IN THE LOTTERY. 1. Scotland s Charity Air Ambulance Lottery ( the Lottery ) is a weekly subscription draw 2. SCAA is licensed with the Gambling Commission, number N The person responsible for promoting the Lottery ( Responsible Person ) is Sally Cameron, The Control Tower, Perth Airport, Scone, Perthshire, PH2 6PL. 4. SCAA Lottery uses and External Lottery manager to assist in the operation of its lottery. The ELM, The Lottery Partnership is licensed by the Gambling Commission, non-remote External Lottery manager operating licence no N Lottery Admin Office, 42 High St, Walshaw, Bury. BL8 3AN. 5. The draw will take place every Tuesday at the offices of TLP at the address set out in rule 4. Winning entries will be selected by means of random number generator software which has been examined and approved by an independent testing house approved by the Gambling Commission. 6. Each chance in the draw costs 1 [per week for the weekly draw]. 7. Payment for tickets in the Lottery may be made by cheque or standing order. 8. Lottery subscriptions will be held in a ring-fenced holding account prior to each draw. 9. Persons employed by SCAA, TLP, their partners and persons living in their household are not eligible to participate in the Lottery. 10. Upon receipt of your player application form, SCAA will issue you with (a) unique ticket number(s) [which will be entered into the draw each week. Your unique number(s) will be stored by SCAA together with your other details. 11. SCAA will store and process your data in accordance with the provisions of the Data Protection Act 1998 and subject to the terms of SCAA Privacy Policy, a link to which may be found at The winning numbers will be displayed on SCAA website, You may call SCAA lottery on to request a winners list. There is no need to check your numbers - if you are one of the lucky winners, SCAA will contact you as soon as possible by telephone or letter if you are a lucky winner. 14. No substitute will be offered for any prize in the Lottery.

2 15. SCAA reserves the right to reclaim any prizes issued in error. 16. Any prize unclaimed for a period of 6 months from the date of the draw will be deemed to be, and applied as if it were, a donation to Scotland s Charity Air Ambulance. 17. The Lottery is only open to persons aged 16 and over. 18. SCAA has in place policies and procedures designed to minimise the risk of lottery tickets being sold to children. In particular, it reserves the right to carry out independent age verification before allowing any lottery ticket to be sold to a person who appears to be aged under If, on completion of age verification, the customer is shown to be underage, any stake paid will be returned but any prize that might otherwise have been won will not be paid. 20. SCAA is a member of the Lotteries Council, through which it contributes to the Responsible Gambling Trust, which carries out research into the prevention and treatment of problem gambling, public education on the risks of gambling and the identification and treatment of problem gamblers. 21. SCAA is committed to promoting a responsible approach to gambling. In particular, SCAA has a policy permitting those who wish to do so, to self-exclude from gambling for a minimum period of 6 months. A link to this policy, and to all the other policies of SCAA applying to the Lottery, may be found at Further support and advice may be obtained on the Gamble Aware website, SCAA s decision in any matter regarding the Lottery is final. SCAA will be bound by its Complaints and Disputes policy, a link to which may be found at Any unresolved disputes will be referred to the Independent Betting Arbitration Service ( IBAS ). 23. It is each player s responsibility to keep SCAA notified of any change in address or telephone number. All winning cheques will be sent to the individual s address registered with SCAA as at the date of the draw in question. 24. SCAA cannot accept any responsibility for any loss, delay or theft of any payment or communication sent by post, direct from a bank or building society, fax or SCAA reserves the right in its absolute and sole discretion to reject an application to enter the Lottery or to terminate an individual s entry, subject to acting reasonably at all times. 26. If you are a lucky winner, your name will be used in promotional material unless you inform SCAA by calling them on that you do not wish your name to be disclosed. You may, however, opt out of your location being disclosed by ticking the appropriate box on the player application form. 27. SCAA may change the rules of the Lottery at any time and at their discretion but will post the new rules on their website, before the changes take effect.

3 CASH HANDLING / ANTI MONEY-LAUNDERING POLICY We do not accept cash. We do not currently accept Credit/Debit Cards We are not currently a Direct Debit originator or use a third party payment processor If we receive any cash by mistake we must; Inform the customer that we do not accept cash Return the cash to the customer by special delivery Record the date received and date returned We only accept payment via standing order or cheque. Payment by Cheque Cheques should arrive at all times attached to the application form, or accompanied by a cheque renewal form. Should they be separated then they should be matched by customer name. To verify this, the customer should be called to confirm the last 4 digits of the account number. Banking of any cheque payment will be made weekly, recording the date of banking against each cheque, name of payee and lottery player reference. Payment by Standing Order A copy will be made of the customer s original standing order mandate. The original will be sent to the customer s bank for processing. Bank s will only accept and process original mandates. All mandates must be signed by the account holder. Every mandate will include the customer s lottery player reference. Standing order receipts come accompanied by the payment identifier. The payment identifier is the customer s lottery player reference. The system automatically matches and imports these payments to the customer account and posts the relevant payment. Should a payment not match then the customer will be contacted to rectify. The customer will only be entered into a draw if they are in credit on their lottery account. All payments will be kept in the bank account relating to the charity lottery draw. This money will only be used for lottery draws, any balance being held remains the property of the lottery player until such time it has been used by lottery draws or refunded on request. Suspicious transactions Staff are trained to identify any suspicious transactions (such as unusually large numbers of lottery ticket or chances) If our staff have a concern that a customer s behaviour (signified for example by a sharp increase in their expenditure on lottery tickets or chances) may indicate suspicious behaviour, they will be trained to report the matter to the responsible person who will telephone the customer to discuss the matter, and report it to the police if suspicion remains. In severe cases, consideration may be given to barring the customer from participating in the lottery.

4 SOCIAL RESPONSIBILITY IN GAMBLING - POLICY DOCUMENT Introduction Scotland s Charity Air Ambulance Lottery operates a Society Lottery on behalf of Scotland s Charity Air Ambulance. The society is committed to ensuring that the lottery is operated in a secure, fair and socially responsible way and to endorsing responsible gambling amongst its members. The Gambling Commission regulates gambling in the public interest. The regulatory framework introduced by the Gambling Act 2005 is based on three licensing objectives: 1. Preventing gambling from being a source of crime and disorder, being associated with crime and disorder, or being used to support crime. 2. Ensuring that gambling is conducted in a fair and open way. 3. Protecting children and other vulnerable persons from being harmed or exploited by gambling. This document sets out the society s policies and approach to ensuring we approach any gambling activities in a socially responsible way. 1. Preventing gambling from being a source of crime and disorder When an individual joins the lottery we will check that: The individual is aged 16 or over. The individual is resident in the UK. We retain the right to terminate any player s participation in a lottery that we promote should we suspect criminal activity. We do not accept cash We limit the maximum number of entries to 20 per person per week. All lottery related computers and software is password protected and accessible only by authorised members of staff Adopt a strict and thorough reporting procedure if a member of staff and or another operator is found to be in any way operating in an illegal or suspicious manner 2. Ensuring that gambling is conducted in a fair and open way. We will ensure that: Players have access to clear information on matters such as the rules of the lottery, the prizes that are available and the chances of winning. The rules are fair. Any advertising and promotional material is clear and not misleading. The results are made public. We utilise tried and tested lottery software to administer our lotteries with an RNG in line with Gambling Commission regulations.

5 3. Protecting children and other vulnerable persons from being harmed or exploited by gambling. We will use our best endeavours to address the following issues: 3.1 Age Verification Policy Persons under the age of 16 are not allowed to play the lottery. Systems will not allow the person to be entered on the lottery if they are under 16. Staff are trained to be aware of their responsibilities for preventing underage gambling and for returning stakes and not paying prizes to underage customers. Where lottery tickets are sold face to face, if it appears that the potential customer might be underage, our staff ask for proof of identity, establishing that the person is aged 16 and over before selling the lottery ticket to them. In the case of customers who apply for lottery tickets by post, we carry out random checks to ensure compliance with age restrictions. Examples of acceptable identification for age verification purposes include; Passport Driving Licence Official Student Card Should we find an instance of underage gambling (i.e. member who is under the age of 16) we must: Refund any money they have paid us Not pay out any prizes due to go out Check if any prizes have been paid out and if so contact the person to request refund of this prize. 3.2 Protecting vulnerable persons. Staff are trained to detect vulnerability in potential customers and politely decline offers of support from such individuals. People particularly at risk include the elderly, mentally disabled and those under the influence of drugs or alcohol. 3.3 Gambling Limits The Society may impose limits on the value of entries into a lottery that can be purchased by an individual to 20 per week. If our staff have a concern that a customer s behaviour (signified for example by a sharp increase in their expenditure on lottery tickets or chances) may indicate problem gambling, they will be trained to report the matter to the responsible person, Sally Cameron, who will telephone the customer to discuss the matter, including the help that is available for problem gamblers. In severe cases, consideration may be given to barring the customer from participating in the lottery. See Self-Exclusion Scotland s Charity Air Ambulance Lottery has procedures in place allowing an individual to self-exclude for a length of time usually between the minimum of six months and five years and will take all reasonable steps to refuse service or to otherwise prevent an individual who has entered a self-exclusion agreement from participating in gambling. A customer who has made contact to request self-exclusion will be refused service and prevented from gambling with the lottery. A request for self-exclusion will be available with immediate effect and with no cooling off period. During this period we will take all reasonable steps to ensure that the individual does not try and play any lotteries promoted by the society and to prevent any marketing material being sent to them. We will remove name and details of a self-excluded person from any marketing databases and otherwise flag them as an individual to whom marketing material must not be sent within two days of having received the completed self-exclusion notification.

6 The self-exclusion request will be entered onto the lottery software system and will block any further requests to partake in gambling by using the following fields of data; surname, first names, address, postcode, telephone number and . An individual when requesting self-exclusion will be informed as to what self-exclusion is and will be provided information on gambling support agencies. The main being: or telephone Requests for self-exclusion may be accepted in writing to: Scotland s Charity Air Ambulance Lottery The Control Tower, Perth Airport, Scone, Perthshire PH2 6PL or via telephone on The individual s lottery account will be closed. Any balances outstanding on that account will be refunded. Where an individual has paid by cheque, the amount from the last draw they were entered into, to the end date of their subscription will be refunded by cheque within 10 working days. Where an individual pays by Standing Order, they will have to contact their bank directly to cancel the Standing Order and we will refund them by cheque each month until such time as the Standing Order has been cancelled. During the period of self-exclusion, they will in no way be entered into any Scotland s Charity Air Ambulance Lottery draw, even if the individual has failed to cancel their Standing Order. After the self-exclusion period ends, if the individual wishes to recommence participating in one of the lotteries promoted by us, he she must request in writing that they wish to be removed from the selfexclusion register. Once we receive this letter the individual will be given one day to cool off before being given the opportunity to recommence participation in the lottery. The individual must be the one to take positive action to gamble again and no contact will be made by Scotland s Charity Air Ambulance Lottery until contact has been made by that individual. 4. Protection of customer funds. All customer funds intended for the use in future gambling and or lottery subscriptions will be held in a separate bank account or accounts relating to the lottery and will be completely separate from the Charity s trading income. The licensee operates a strict no cash policy to prevent the risk of crimes such as money laundering, to avoid the giving of illicit credit and to provide assurances that gambling activities are being conducted fairly. Please contact Scotland s Charity Air Ambulance Lottery, The Control Tower, Perth Airport, Scone, Perthshire, PH2 6PL for a copy of the society Cash handling and money laundering procedures.

7 COMPLAINTS AND DISPUTES POLICY If you have a complaint we will investigate the complaint as follows: Stage One In the event that a customer has encountered a problem or has a concern to raise in respect of the lottery, then the Scotland s Charity Air Ambulance Lottery advises the customer to contact the office on or by post to: Mr S Cameron Scotland s Charity Air Ambulance Lottery The Control Tower, Perth Airport, Scone, Perthshire PH2 6PL We will attempt to deal with the customer s problem or concern over the phone if possible. If this is not possible we will respond with the outcome and actions taken to the customer within 10 working days of the problem or concern being raised. If the complaint has been dealt with satisfactorily at this stage, at your request, we will formally record the details. Stage Two If you feel that after Stage One, that our outcomes and resolutions have not reasonably met your expectations, we request that you put your complaint in writing to: Mrs S Cameron, Scotland s Charity Air Ambulance Lottery The Control Tower, Perth Airport, Scone, Perthshire PH2 6PL Including the following information; Nature of the complaint Date that the incident happened People you have contacted What you would like us to do to put things right Once we have received your written complaint we will acknowledge receipt of your letter in writing within 48 hours. All details will be entered onto our internal complaints log at this point. From this date we will aim to complete our investigations within 10 working days of this acknowledgment being sent. Our aim is to resolve the complaint to your satisfaction at this stage. Stage Three If, at the end of Stage Two, you feel that a satisfactory resolution has not been achieved, or cannot be resolved internally by the Society, then the matter can be referred by either party to IBAS (Independent Betting and Adjudication Service) for arbitration. Independent Betting and Adjudication Service PO Box London EC3P 3AS T: F: E: IBAS will act as impartial adjudicators in any disputes that have not been able to be resolved by Scotland s Charity Air Ambulance lottery. The Scotland s Air Ambulance Air Ambulance Lottery will regard IBAS s decision as binding.

8 Complaints Procedure Complaints by telephone: Stage One If a complaint is made by phone, where possible try to obtain the following information: o Name o Contact telephone number o Date the incident happened (where appropriate) o Nature of the complaint o EP No/Name of the canvasser (where appropriate) o Ask the customer what they would like us to do to put things right. Stage Two Stage Three Attempt to resolve customer concerns over the telephone. If unable to, explain that we will respond in the next 10 working days as to the outcomes. Begin investigations into the complaint. Contact the customer, within 10 working days of first contact, giving details of outcomes of the investigation. Send the customer a copy of the Complaints Form and a copy of our Complaints Policy. Log this on the Complaints Log Ask if the customer would like us to log the details of the complaint and outcomes at this stage, if the complaint has been satisfactorily dealt with. If the customer would like this done, fill in the information on the Complaints Log. If the customer is not satisfied at this stage, move to Stage Two. When the letter is received, acknowledge receipt within 48 hours and log all details onto the Complaints Log. Investigations into the complaint must be logged to form a complete trail for each stage We then have 10 working days to complete our investigations and respond formally in writing to the customer giving details of the outcomes to our investigation. If, at this stage the customer is still dissatisfied with the internal investigations and outcomes move to Stage Three. We must pass on, the details of the Independent Betting Adjudication Service (IBAS). Independent Betting and Adjudication Service PO Box London EC3P 3AS T: F: E: We agree that the outcomes from IBAS are binding on both parts. Complaints in writing: Stage One As Request by telephone, but to be completed in writing within the same time frame. Stage Two and Three remain unchanged.

9 Complaints and Disputes Form. Date Name Telephone Address EP No/Name of Canvasser Nature of complaint How would you like to see your complaint resolved? Date Signature INTERNAL USE ONLY Acknowledgement Investigation Response Action Taken Date Completed

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