BetReg - Terms, Conditions & Privacy
Complaints & Disputes Policy
General Complaint – Stage 1
If you wish to make a general complaint, e.g. in relation to customer service, or any matter which does not involve a dispute involving a betting transaction, you may contact our Telephone Betting Operator Team on 0800 678 1888 or by e-mail at email@example.com and asked to explain clearly the nature of your complaint. All general complaints which do not involve a betting transaction will be dealt with initially by a member of Regency Racing’s Telephone Betting Team. General Complaints may also be made in writing to Regency Betting Group’s Licensee at Regency Betting Group’s head office should you wish to do so.
Regency Betting Group will investigate your complaint and inform you of the results of its investigation within 36 hours from the time at which the complaint was received.
If your complaint is upheld, Regency Betting Group’s Licensee is responsible for deciding on an appropriate course of action or recompense if necessary.
If your complaint is not upheld, you will be informed and advised that you may, if you wish, request that the complaint is escalated to Regency Betting Group’s licensee.
General Complaint - Stage 2
If you are not satisfied with the findings of the initial investigation at Stage 1, you may ask that your complaint is escalated to Regency Betting Group’s Licensee who will review your complaint and inform you of their findings within 36 hours of the escalation of the complaint.
If Regency Betting Group’s licensee upholds your complaint, Regency Betting Group’s licensee is responsible for deciding on an appropriate course of action or recompense if necessary.
If Regency Betting Group’s licensee does not uphold your complaint, you will be informed in writing. Provided that the complaint does not involve a dispute relating to a betting transaction, you will be informed that Regency Betting Group’s general complaints procedure has been completed. If your complaint relates to marketing or advertising, Regency Betting Group may consider referring the complainant to the Advertising Standards Agency.
If your complaint is related to a regulatory issue, including any actual or potential breaches of Regency Betting Group’s Licence Conditions and Codes of Practice, you may consider contacting the Gambling Commission. If you wish to do so, you can get further information at the Commission’s Complaints webpage at Concern about a gambling business (gamblingcommission.gov.uk).
When all stages of Regency Betting Group internal general complaints procedure have been completed, we will inform you by e-mail or in writing as appropriate within 36 hours of its completion.
Procedure for dealing with Disputes involving a betting transaction - Stage 1
If you wish to raise a dispute involving a betting transaction, you are advised to contact our Telephone Betting Operator Team on 0800 678 1888 or by e-mail at firstname.lastname@example.org and you will be asked to clearly explain the nature of the dispute.
Disputes raised by customers will be dealt with initially by a member of Regency Betting Group’s Telephone Betting Team. Disputes may also be raised in writing to Regency Betting Group’s licensee and addressed to Regency Betting Group’s head office should you wish to do so.
Regency Betting Group will investigate the dispute and inform you of result of its investigation within 36 hours from the time at which the dispute was raised.
If Regency Betting Group upholds your dispute, Regency Betting Group’s licensee is responsible for deciding on an appropriate course of action or recompense if necessary.
If your dispute is not upheld, you will be informed and advised that you may, if you wish, request that the dispute is escalated to Regency Betting Group’s licensee.
Procedure for dealing with Disputes involving a betting transaction - Stage 2
If you are not satisfied with the findings of the initial investigation at Stage 1, it can if you wish, be escalated to Regency Betting Group’s Licensee who will review the circumstances of the dispute and inform you of their findings within 36 hours of the escalation to them.
If Regency Betting Group’s licensee upholds your dispute, Regency Betting Group’s licensee is responsible for deciding on an appropriate course of action or recompense if necessary.
If Regency Betting Group’s licensee does not uphold your dispute, you will be informed in writing.
Complaints involving a regulatory matter
If your complaint is related to a regulatory matter, including any allegation or suggestion that Regency Betting Group has breached any conditions of their licences, you may, if you wish, contact the Gambling Commission. Further information can be found at Concern about a gambling business (gamblingcommission.gov.uk).
Regency Betting Group may also notify the Gambling Commission and provide details of your complaint.
When all stages of Regency Betting Group’s internal dispute procedure have been completed, you be informed by e-mail or in writing as appropriate, within 36 hours of its completion.
Referral to Independent Betting Adjudication Service - Stage 3
Provided that Regency Betting Group has completed Stages 1 & 2 of its dispute handling procedure as detailed above, if you are not satisfied with the decision made by Regency Betting Group’s licensee, you are advised that you can, if you wish, refer the dispute to: -
You are advised that IBAS will not consider investigating your dispute if the internal stages of Regency Betting Group’s internal procedures have not been completed, or if have not cooperated with Regency Betting Group’s investigation. If you have cooperated with Regency Betting Group’s internal dispute procedures and they have been completed, Regency Betting Group resolves to ensure that disputes referred to IBAS are made within 8 weeks from the date on which you raised the dispute, provided that you have cooperated with its investigation and our internal procedures have been completed.
You are advised that the services of IBAS are free of charge.
Regency Betting Group has not used or introduced terms which restrict, or purport to restrict your right, to bring proceedings against Regency Betting Group in any court of competent jurisdiction. Regency Betting Group terms may, however, provide for a resolution of a dispute agreed by the customer (arrived at with the assistance of IBAS) to be binding on both parties.
You are advised that it is open to you to seek independent legal advice, irrespective of whether or not you have elected to refer the dispute to IBAS.
A copy of our Complaints & Disputes Policy is available and can be sent to you if requested by contacting Regency Betting Group by telephone on 0800 678 1888 or by e-mail at email@example.com.
At BetReg we take care to ensure that the information you provide to us is protected and managed in accordance with the requirements of the Gambling Commission. This policy describes how information is gathered and used by BetReg in the operation of this website.
What information is collected?
The personal information you provide to us during the registration process and the subsequent records of your bets and account transactions are retained by us on our computer systems for the purposes of:
- Enabling us to set up and manage your account;
- Providing you with useful information, such as promotional offers and information relating to other services offered by BetReg. This information helps us to improve the service we provide to you.
We do everything in our power to protect user-information you provide on account registration. All of our users’ information, not just sensitive information, is stored on servers in secure operating environments.
Your information will not be provided or sold to any third parties. BetReg will only disclose your personal information to other companies within the Regency group, carefully selected suppliers that are engaged by BetReg to process the information on our behalf or otherwise as required by law or the requirements of any applicable regulatory authority.
Also BetReg may disclose your personal information to anybody investigating actual or suspected criminal activity (including the Financial Services Authority and the National Criminal Intelligence Service) or, in respect of any event which we are taking bets on, any demonstrable threat to the integrity of that event and/or rules of the relevant governing bodies (including the BHA in relation to UK horse racing, the ICC ACSU in relation to cricket and the UK football authorities in relation to UK football). In such event, BetReg will only disclose personal information which it deems to be necessary and proportionate to any such investigation and where it has been assured by such third party that it will be used in compliance with data protection legislation.
When opening an account, customers will be asked if they would like a password for account security purposes. If the customer declines to activate a password on the account, BetReg cannot be held responsible for any bets placed on the account that the customer later queries as not being placed by them. These bets will remain the responsibility of the customer. For account security purposes customers are advised to activate a password.
If a password is activated, and used subsequently by a third party, the responsibility remains with the customer for all bets on the account. It is the customers responsibility to ensure password details are kept private. If you lose, forget, or are concerned a third party has your password, you should call us to change your password immediately. Any bets placed on your account using your password will be your responsibility.
The maximum withdrawal limit per customer per day is £25,000.
Withdrawals to debit/credit cards typically take 2-5 working days. For example, if you withdraw on Friday, the earliest you should expect to receive your winnings is Tuesday, and by next Friday at the latest. This is the standard processing time issued by banks, and is out of our control.
When a withdrawal is in excess of £2000 (or currency equivalent), we may ask you to provide us with identification in line with Gambling Commission guidelines.
We are required by our licence to inform customers about what happens to funds which we hold on account for you, and the extent to which funds are protected in the event of insolvency
We hold customer funds separate from company funds. These funds are not protected in the event of insolvency. This meets the Gambling Commission’s requirements for the segregation of customer funds at the level : basic segregation.
Active / Inactive Accounts
If your account remains unused for any consecutive 6 month period then your account will be deemed to be Inactive.
It is against the law for persons under 18 to gamble. BetReg reserves the right to carry out age verification checks on account holders who use payment mechanisms that are known to be legitimately available to under-18’s. BetReg may also carry out age verification checks against a random selection of account holders regardless of the method of payment. Such checks will involve passing account holder information to third party agents. Anyone under the age of 18 found to be using our services will have their account closed instantly; winnings forfeited and will be reported to the police. The Licensee will return any money paid in respect of the use of its facilities. The return of any stakes is a Licence Condition imposed by Section 83(1) of the Gambling Act 2005.
Such procedures must include:
- Verifying the age of a customer before the customer is able to:
(i) deposit any funds into their account;
(ii) access any free-to-play versions of gambling games that the licensee may make available; or
(iii) gamble with the licensee using either their own money or any free bet or bonus.
- Warning potential customers that underage gambling is an offence;
- Regularly reviewing their age verification systems and implementing all reasonable improvements that may be made as technology advances and as information improves.
Views and news published by BetReg does not constitute betting advice and should not be treated as such.
To ensure our social media pages are enjoyable for all users please adhere to the following rules:
The following terms and conditions apply to content, promotions and tabs on BetReg social media accounts:
Social Media Terms & Conditions
- Our social media channels are restricted to individuals aged 18 and older.
- You may not advertise or promote non-BetReg products via our social media channels without prior consent from BetReg via firstname.lastname@example.org
- Any betting opinion or news expressed by BetReg does not constitute betting advice and should not be treated as such.
- We cannot be held responsible for the content of others on our social media channels.
- No gambling of any kind may take place between BetReg and its customers via our social media channels
- Any racism, sexism, bullying or harassment of any kind will be removed and the original poster may be blocked temporarily or permanently.
- Any defamatory language will be removed and the original poster may be blocked temporarily or permanently.
- BetReg retains the right to remove any content or block any user, temporarily or permanently.
- Content on our social media channels could change at any time and should not be solely relied upon.
- If you have any problems regarding our social media pages please email us: email@example.com
- Our BetReg betting rules apply.
- Our BetReg decision is final.