Safer Gambling

OUR APPROACH

Thousands of customers visit our greyhound stadia each year. They enjoy the environment of watching live dog races, excitement of having a flutter and thrill of winning. Friends, family and individuals join us here to have fun, be sociable and create some memories.

For most of our customers, betting and gaming is an enjoyable and sociable way to spend time. It’s one of the reasons it continues to be so popular.

But for a small group of people it can cause personal, social, financial and even health problems.

We’re committed to helping our customers gamble safely and responsibly and providing support to those who need it.

As part of our commitment, in 2019 we launched our safer gambling strategy, ‘Changing for the Bettor, an Entain -wide initiative to help understand and prevent problem gambling behaviour.

The guiding principle of our safer gambling strategy is to be the most trusted and enjoyable betting operator in the world.

We put customers at the heart of our business by ensuring they are protected from harm while playing with us.

For more information about our strategy see: https://entaingroup.com/sustainability/safer-gambling-strategy/

THINK 25

In accordance with the stadia premises Licence, it is against the law for any person under the age of 18 to gamble, purchase or consume alcohol on Stadia premises. However, children and young persons may enter the Stadia under adult supervision on days when Greyhound Racing is scheduled to take place.

To ensure that the ‘Under 18’ law is complied with at all times in respect of gambling and/or purchasing alcohol, we operate a Think 25 Policy. We have this policy to assist our stadia team to deal with the no under 18s requirement and to have a better chance of preventing those who are under 18 from gambling. The policy requires that all customers who approach the bar and betting counters and/or gaming machines and appear to be under 25 are challenged to verify their age with the production of an appropriate ID document.

Acceptable forms of ID include:

  • Full Photocard Driving Licence
  • Provisional Photocard Driving Licence
  • UK or International Passport
  • ID bearing the 18+ PASS logo (e.g. Citizen Card)
  • Military Identification Card
  • Biometric Residence Permit

HELPING YOU STAY IN CONTROL

Gambling should only provide you fun and entertainment; so, when the fun stops you should stop.

Whilst the majority of people do gamble safely and responsibly, for some, gambling can become a problem. When gambling, always remember the following:

  • Gambling should be entertaining and fun and not seen as a way of making money
  • Only gamble what you can afford to lose
  • Avoid chasing losses
  • Keep track of the time and amount you spend gambling
  • Do you stay away from work, college or university to gamble?
  • Do you gamble to escape from a boring or unhappy life?
  • When gambling and you run out of money, do you feel lost and in despair and need to gamble again as soon as possible?
  • Do you gamble until your last penny is gone, even the fare home or the cost of a cup of tea?
  • Have you ever lied to cover up the amount of money or time you have spent gambling?
  • Have others ever criticised your gambling?
  • Have you lost interest in your family, friends or hobbies?
  • Do arguments, frustrations or disappointments make you want to gamble?
  • Do you feel depressed or even suicidal because of your gambling?

If you are concerned about your gambling, then honestly answering the questions below may give you an idea of whether your gambling is becoming problematic:

The more you answer 'yes' to these questions, the more likely you are to be developing a gambling problem.

If you are concerned about your gambling, why not take an independent and anonymous survey to help you understand more? You can take the self-assessment provided by BeGambleAware https://www.begambleaware.org/gambling-problems/do-i-have-a-gambling-problem/.

For immediate help and support in confidence contact GamCare, “GamCare operate the National Gambling Helpline and offer confidential information, advice and support for anyone harmed by gambling in Great Britain. The Helpline is open 24 hours every day on Freephone 0808 8020 133 or via Live Chat. Advisers will listen to you, they won’t judge and your conversation is confidential.” Link: www.gamcare.org.uk/talk-to-us-now

GamCare also offers a moderated online forum and daily online group chatrooms to enable those affected by gambling harms to connect with others in similar situations, share their experience and support one another.: www.gamcare.org.uk/gamcare-forum and www.gamcare.org.uk/group-chatroom

Other sources of useful information are available:

BeGambleAware provides information, advice and directs people to support to help keep people safe from gambling harms. www.begambleaware.org. The National Gambling Treatment Service is a network of organisations working together to provide confidential treatment and support for anyone experiencing gambling-related harms, free to access across England, Scotland and Wales www.begambleaware.org/NGTS.html

Gambling Therapy are a global online support service, offering advice in multiple languages for people who have been adversely affected by gambling. www.gamblingtherapy.org

SELF-EXCLUSION

Self-exclusion is a process when you can ask one of our stadia to exclude you from gambling with them for 12 months. In practice, it means you will be refused service in the stadia where you have self-excluded. Responsibility for sticking with a self-exclusion agreement lies with you, but you can expect the operator to do all they reasonably can to prevent you from gambling. If you think self-exclusion could work for you; contact a member of our stadia staff.

If you wish to self-exclude from gambling across different retail outlets such as arcades, bingo halls, over the counter in betting shops and casinos or from online you should register with their self-exclusion schemes, information on these can be foundhere: https://www.begambleaware.org/...

Other ways to manage your gambling

Blocking software

If you feel you are struggling to stay in control of your gambling, we offer free access to Gamban’s gambling blocking technology. This program allows you to block access to gambling sites for at least a year.

For more information, please click here.

Debit Card Blocking

For a list of financial services organisations in the UK that currently offer gambling blocks on debit cards see: www.gamcare.org.uk/block-gambling-transactions

Manage your ads on Social Media

Social media platforms can show ads tailored to your browsing history - these are called personalised ads.

You can control your ad preferences to manage what you see. If you want to stop seeing ads from Entain brands and other third parties linked to your browsing history, you can tailor your ad settings on these social media sites.

This is explained on this link: www.begambleaware.org/safer-gambling/social-media/.

BETTING TERMS & CONDITIONS

The Tote Betting Operating Rules are displayed on posters at the stadium entrance, in the vicinity of the various betting counters and on the racecards, with the rules in respect of the on-course bookmakers displayed at the end of the respective pitches.

COMPLAINTS PROCEDURE

If you want to raise a complaint about a product or service, please follow the process outlined below.

Stage 1: speak with a member of staff or be referred to the Duty Manager or Supervisor in the first instance to try and resolve the complaint.

Stage 2: if you remain dissatisfied, the customer should escalate their complaint to our Customer Care team for investigation.

Stage 3: should you still remain dissatisfied with the subsequent response and if the complaint relates to the outcome of a betting transaction, you may then contact the Independent Betting Adjudication Service for a third-party resolution (www.ibas-uk.com ).