CUSTOMER-FACING RG POLICY
1. SPITCH and responsible gambling
1.1. SPITCH is committed to providing a safe and enjoyable experience to all our customers. Playing online fantasy sports is an entertainment activity, undertaken without problems by the vast majority of our customers. However, for a small number of people, gambling can cease to be fun, or it may assume a disruptive and harmful role in their lives, and this can cause them personal and/or financial problems, and can harm those close to them. We want to help and protect customers who are concerned about, or affected by, gambling and gambling-related harms.
1.2. We are committed to ensuring responsible gambling on SPITCH and work very hard to be compliant with all legislation and guidelines provided by online gaming regulatory bodies in the UK and other parts of the world. All our customer support team members have been trained on our responsible gambling policy and procedures, as well as how to recognise the signs of gambling addiction.
1.3. We support the Action on Addiction and make a donation annually.
2. Protecting children and other vulnerable persons
2.1. It is illegal for anyone under the age of 18 to open an account. SPITCH does not allow anyone under the age of 18 to play on its website or mobile app. We require new customers to provide us with their date of birth and a copy of their passport or driver’s licence, together with a selfie clearly showing the document in their possession to verify their age. You will not be able to use your account or play any of our free-to-play tournaments (or other products) if we are unable to verify that you are 18 years of age or older.
2.2. If anyone playing on SPITCH is found to be under the age of 18 years old, all pending transactions will be voided and any winnings forfeited. Other legal consequences may also apply.
2.3. To avoid underage gambling, we recommend and encourage the use by parents of online software created to prevent underage children from accessing online gambling sites. Examples of such software can be found at netnanny.com, or cyberpatrol.com.
2.4. The following tips may also be useful to parents:
2.4.1. Never leave your computer unsupervised when your gambling software is running.
2.4.2. Keep all account numbers in a safe place, away from underage children.
2.4.3. Always password protect your gambling software programs.
2.4.4. Do not encourage underage gambling.
2.4.5. Never leave your payment card information lying around – keep it securely hidden or out of reach.
2.4.6. If need be, set limitations on online activity, and always make sure the online software protector is enabled when minors are surfing the web.
3. How to play online responsibly
3.1. We take responsible gambling very seriously. We want you to enjoy gambling on our sites and to be entertained. If you stay in control of your gambling, you will have more fun. In order to maintain control, we recommend that you consider the following checklist:
3.1.1. Decide in advance how often you will play and how much money and time you will spend;
3.1.2. Decide in advance at what point you will stop playing and stick by it;
3.1.3. Ensure you play for enjoyment and not as a way to make money;
3.1.4. Do not try to chase or win back losses;
3.1.5. Never play with money that is intended to pay for rent, food, bills or other essentials.
3.2. SPITCH also offers the following features to help you stay in control:
3.2.1. Limits: you can set a limit to the amount you deposit with SPITCH on a daily, weekly or monthly basis. Please note that:
(a) Daily limits will take into account any activity already recorded on your account on the day of the request.
(b) Daily limits are refreshed on a daily basis at midnight, weekly limits are calculated from 00:00 on Monday to midnight on Sunday, and monthly limits are calculated from 00:00 on the day of the month of the request to midnight on the same day in the subsequent month.
(c) Requests to decrease any limit you have imposed will be implemented within 24 hours where possible.
(d) Before increasing your limits, you should carefully consider if you can afford to do so. Never decide to increase your limits because you have lost money and think that you will win it back by gambling more. All requests to increase your limits will only take place after a period of 24 hour cooling-off period;
(e) We will not accept any further transactions from you if any of your limits have been reached.
3.2.2 To set a limit, please go to the player protection page via the main menu.
3.3. To help you stay in control, we also offer you:
3.3.1. Trained Staff: all our staff are trained to be aware of gambling problems and are available to provide free help and support between the hours of 10am and 8pm. If you have any questions, queries or concerns you should not hesitate to contact us at any time.
3.3.2. Access to Account History: we encourage all our customers to check their account history regularly. Click through to finances via the main menu to view the history of your deposit and withdrawal transactions, game results including any winnings paid, entry fee deductions and bonus information. You can also access information here about your net deposits – the net deposit is simply the difference between what you have deposited and what you have withdrawn.
3.3.3. Self-Exclusion: at your request, we will close your account for a period of your choosing up to 5 years. The minimum period available is 6 months. You can also close your account permanently at any time.
(a) You can activate self-exclusion via the ‘Self-Exclusion’ page in the main menu, or by contacting us at firstname.lastname@example.org.
(b) Any request will be acknowledged as soon as practicable, and the exclusion will remain in force for the relevant submitted and agreed upon exclusion duration. Your name and details will also be removed from any marketing database held by the company within two days.
(c) If you decide to self-exclude, we will close your SPITCH account and return any funds held in the account to you. You will be entered into a register of excluded customers maintained by Manuel Schulz.
(d) During the self-exclusion period, you will not be able to re-open your account for any reason, or create a new account, and SPITCH will do all it can to detect and close any new accounts you may open.
(e) If you decide to self-exclude, we encourage you to extend your self-exclusion to other gambling operators with whom you hold an account, and to seek support from a problem gambling support service.
(f) Applications for re-instatement will only be considered after the expiry of the agreed exclusion period, and then will only be approved by Manuel Schulz after full and careful consideration. This will include a discussion with you to review the options available to control the frequency of use of the site and spending levels. Requests to reinstate will not be automatically granted and may be refused by SPITCH. You will be notified that access to the SPITCH account will only be permitted following a 24 hour “cooling off” period after a re-instatement request has been approved.
(g) All correspondence, notes and other relevant information relating to self-exclusion requests and agreements will be held on file for reference and regulatory inspection for so long as required under applicable regulations.
3.3.4. Time Outs: if you think you would benefit from a break but prefer a shorter period of time, we offer time-out facilities of 24 hours (1 day), one week (7 days), or one month (30 days) or such other period as the customer may reasonably request, up to a maximum of 6 weeks. During this time, we will not allow you to log in to your account. This tool can be found on the Time-Out’ page in your account settings.
4.1.1. In addition to maintaining our own self-exclusion scheme, we participate in the national multi-operator self-exclusion scheme (GAMSTOP). Consumers who register with this scheme are blocked from most online gambling sites operating in Great Britain (England, Scotland, and Wales). The service offers consumers the choice to exclude from online gambling for periods of 6 months, 1 year or 5 years.
4.1.2. Full contact details for the service are available from the website. The GAMSTOP website address is www.gamstop.co.uk.
4.1.3. GAMSTOP is an independent scheme and we can only identify a customer has registered when they attempt to log in with us or they notify us. It is therefore important that you let us know if you are registered with GAMSTOP as soon as possible, by sending an email to email@example.com so that we can:
(a) freeze your account;
(b) return any remaining funds to you; and
(c) stop sending you marketing materials.
5. If you need help, support or guidance
5.1. There is a wide range of organisations that provide help, support and guidance to people who develop a problem with gambling, or just information to help you assess your gambling behaviour. If you feel that you may have a problem controlling your gambling, we strongly recommend that you contact one of the following organisations for help and guidance:
5.1.1. Gamble Aware – provides information on how to gamble responsibly and offers advice on dealing with problem gambling, please visit www.begambleaware.org/. Freephone 24-7 National Gambling Helpline: 0808 8020 133
5.1.2. GamCare is a registered charity that provides confidential telephone support and counselling from trained advisors to anyone who is affected by problem gambling. GamCare can be contacted on 0845 6000 133 (local rate from UK) or by visiting www.GamCare.org.uk.
5.1.3. GamAid is a service that aims to provide an online safety net to online gamblers wherever they are located. For more information visit GamAid.com.
5.1.4. Gamblers Anonymous (UK) – Gamblers Anonymous is a fellowship of men and women who have joined together to share their experiences, try and solve their common problems and thereby help others to recover from gambling problems. Gamblers Anonymous can be contacted on 020 7384 3040 (UK only) or by visiting www.gamblersanonymous.org.uk.
5.1.5. Gordon Moody Association – Gordon Moody Association offers unique and intensive residential treatment programmes in the UK for severely addicted gamblers. For more information visit www.gordonmoody.org.uk.
5.1.6. Gambling Therapy – Gambling Therapy is a global service offering free practical advice and emotional support to anyone affected by problem gambling. For more information, visit www.gamblingtherapy.org/en.
5.2. If you wish to refrain from gambling, we strongly advise you to install gambling website blocking software. The following offer robust protection:
5.2.1. GamBlock – please visit www.gamblock.com.
5.2.2. Gamban – please visit www.gamban.com
5.2.3. Betfilter – please visit www.Betfilter.com
If you have any questions about responsible gambling on the SPITCH website or app, please feel free to contact us at firstname.lastname@example.org.