Responsible Gambling Manual

Responsible Gambling Manual

Think of the people who need your support. Gamble responsibly. Mission statement Luxbet believes that industry, government and the community have a shared responsibility to help prevent the development of gambling related problems, and to ensure that problem gambling support services are available for those individuals requiring assistance. For the majority of people, gambling is a pleasurable leisure activity and an enjoyable form of entertainment. Luxbet appreciates that for a small number of people, gambling can have a negative impact on their life. As a result Luxbet has developed this Responsible Gambling Code ( the Code ) which outlines certain practices adopted by us when providing services to our customers. Responsible Gambling code of Practice Luxbet is subject to the Northern Territory Responsible Gambling Code of Practice and the Responsible Gambling Manual. Responsible Gambling Responsible Gambling involves the conduct of gambling in a manner where the potential for harm associated with gambling is reduced. Luxbet respects the rights of our customers to enjoy our services and to take responsibility for their own conduct, but also acknowledges our own responsibility to our customers to provide them with appropriate information that may assist them to manage their gambling. The aim of this Code is to ensure that customers make informed decisions about gambling and if that customer requires assistance, to facilitate their access to gambling help services. Problem Gambling Problem Gambling occurs when there is a lack of control over gambling, particularly the scope and frequency of gambling and the amount of recreational time spent gambling. The negative impacts may include: Extreme financial losses relative to their sources of income; Adverse personal effect on the customer, his or her family and friends; Adverse effect on employers and work performance. Luxbet s aim is to achieve equilibrium in the provision of gambling services, taking into account those customers who enjoy our services and use them as a form of entertainment, the wellbeing of our customers who have an acknowledged gambling problem, their families and the community at large. 2

Think of the people who need your support. Gamble responsibly. Luxbet endeavours to accomplish the following results: Minimise the negative impact of gambling issues to customers, their families and the wider community. Provide information to our customers that enables them to make informed decisions about their gambling practices. Provide our customers who have an acknowledged gambling problem with access to our Self Exclusion Program and facilitate their access to appropriate support agencies and information. The promotion of a shared understanding between individuals, communities, the gambling industry, regulators and the Government of responsible gambling practices and the rights and responsibilities in accordance to these practices. Information we make available to you to ensure you understand our products: This Code; Our Betting Rules; Our Self-Exclusion Program; and, Complaint Resolution Mechanisms Information on Odds Bookmaker s odds are normally calculated to the Bookmaker s advantage. The price of the selection, although an indication of chance, is not a true reflection of the selection s chance of winning. For further information regarding our products, please refer to the Betting Rules on our website. Self - Exclusion Luxbet has a Self Exclusion Program. The Program allows customers to self exclude from our services and also close any accounts they hold with us. Any person wishing to self exclude from our services can obtain information from us in the following ways: Phone: Contact us on 1300 589 238 Email: selfexclude@luxbet.com. Internet: The procedures that support this Program are available on our website at www.luxbet.com. Luxbet will take all reasonable steps to ensure that customers on our Self Exclusion Program are prevented from using their existing accounts or opening new accounts. Whilst on the Self Exclusion Program, customers also have certain obligations contained in the terms and conditions that they acknowledge when they join the Self Exclusion Program. Customers must familiarise themselves with these obligations and adhere strictly to the terms and conditions of our Self Exclusion Program. Luxbet will not be held liable for any breach by the customer of the terms and conditions of the Self Exclusion Program that results in the customer regaining access to our betting services or for any losses incurred by the customer. 3

Think of the people who need your support. Gamble responsibly. Any customer wishing to remove themselves from our Self Exclusion Program must complete the Request to Remove from Self Exclusion Program form (available on our website or by emailing selfexclude@luxbet.com.) and submit it, along with a report from an approved gambling support counsellor to: Responsible Gambling and Compliance Manager, GPO BOX 4168 Sydney NSW 2000 Customer Complaints & Resolution If we haven't provided the levels of service you expect, or if you have a concern with Luxbet, please tell us. We have a formal Complaint Management Policy in place to ensure that your complaint is addressed appropriately. If you wish to raise any complaint with us, please raise it in accordance with the following Complaint Resolution Policy. All complaints are to be referred to the Regulatory or Responsible Gambling Manager either: In writing: GPO BOX 4168, Sydney NSW 2000 Via email: complaints@luxbet.com. Via phone: 1300 589 268 The Regulatory or Responsible Gambling Manager will: If you make your complaint in writing or by email, acknowledge your complaint in writing or by email within 5 working days of its receipt. If you make the complaint via the telephone, we will acknowledge your complaint at the time you make the complaint. Investigate your complaint and advise you of the outcome of your complaint within twenty working days. Ensure Luxbet s Complaint Register is updated. If your complaint cannot be resolved within 14 working days, you will be informed of the new timeframe for resolution. We will provide you with the outcome in the most appropriate manner, taking into account how you contacted us. For instance, if you contacted us by telephone, we will provide you with the outcome of your complaint by calling you. 4

Think of the people who need your support. Gamble responsibly. Any solution arrived at by Luxbet will be supported by evidence of the appropriate policy or procedural statement and / or legislative conditions. This will be advised in writing. If you are not satisfied with Luxbet s decision regarding your complaint, you can appeal our decision to the NT Racing Commission either: In writing: Licensing Regulation, GPO Box 1154, Darwin NT 0801 Via email: gamblingdisputes@nt.gov.au Via phone: 08 8999 1312 Training and Skills Development Luxbet requires all employees to understand the commitments and provisions of this Code and applicable regulations. Before they commence work with us, we require all employees to be trained in our gambling products and services, Responsible Gambling matters, including our Self Exclusion Program and fully understand the gambling support and counselling services available to assist customers, where required, including applicable contact details. All employees will undertake either training or take part in a Communications Program regarding this Code at least once every 12 months. Advertising and Promotions We will make sure that our advertising or promotions comply with all applicable laws associated to the advertising or promotion of gambling products. We will ensure that our advertising is not misleading, false or deceptive, or gives the impression that gambling is a reasonable strategy for bettering someone s financial position. Furthermore we will ensure that our self excluded customers do not receive correspondence or promotional material relating to our services. Minors Luxbet actively discourages minors from attempting to bet on our site. Our services are designed to be used by adults, being people aged 18 or over. We understand that it is illegal for minors to gamble with us or have an account with us. Luxbet will take all reasonable steps to ensure that minors cannot use our services. Before opening an account with us, customers must state that they are over the age of 18. Customers are also required to provide us with their date of birth at the time they open their account. We comply with our NT licence conditions that state we must verify a customer s proof of age and identity before any withdrawals from the account take place. We also comply with our obligations under the Anti-Money Laundering and Counter Terrorism Act 2006 that requires us to identify and verify our customers. 5

Think of the people who need your support. Gamble responsibly. If we determine that a customer has opened an account and they are under the age of 18, we will immediately close that account and report the matter to the next Luxbet Risk and Compliance Committee meeting. If you have an account with us, and your children have access to the computer you use to access Luxbet s website, we encourage you to download and install one of the popular child protection software packages, such as Net Nanny or Cyber Patrol. This software will help prevent our website being accessed by children. Privacy Luxbet is bound by the Privacy Act 1988(Cth) and acts in accordance with this Act. Luxbet has systems and processes in place that comply with the Australian Privacy Principles, which protect our customers and are the basis of the Act. Luxbet s Privacy Policy is available on our website www.luxbet.com 6