Responsible Gambling

General

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  It is our responsibility to promote responsible gaming and ensure the delivery of gaming services in a socially responsible environment.
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  Framble is committed to upholding the highest standard of customer care by promoting the awareness of problem gambling, improving player protection and intervention procedures.
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  In order to help you manage your gambling and to give you greater control, we offer the following player protection tools:-
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  - Imposed limit
• - Flagging system
• - Self-imposed limit

Deposit limit

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  To ensure that you do not run the risk of spending more money than you are prepared to deposit, you can set yourself a deposit limit for a 24 hour, 7 days or a 1 month period.
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  This allows you to restrict the amount of money you are able to deposit into your account before you gamble.

Changing your deposit limit

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  Deposit limits can be decreased at any time; which will be applied immediately.
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  To increase or remove your limits, please email us at [email protected]
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  Deposit limit increase or removal requires a 24-hour cooling-off period and you will need to reconfirm that you still want your limits increased.

Time out

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  Should you feel the need to take a break from gambling, we provide a ‘time out’ facility which prevents you accessing your account for a determined period of time.
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  You may choose a time out period of 24 hours, 7 days, 1 month or any other reasonable period you request up to a maximum of 6 weeks.
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  To activate Time out:
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  1. Log in to your account
• 2. Go to Profile
• 3. Open Self Regulation tab
• 4. Select ‘time out’ under the Responsible Gambling link
• 5. Choose the period you wish to be timed out for
• 6. Confirm time out and period

Self-exclusion

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  Should you feel the need to take a longer break from gambling, we provide a self-exclusion facility which prevents you from accessing your account for a minimum period of 6 months.
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  Self-exclusion means that your account will remain closed for a minimum period of 6 months, although this may be extended for one or more further periods of at least 6 months. The minimum self-exclusion period is set for 6 months whilst the maximum period is 5 years.
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  To activate Self-exclusion:
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  1. Log in to your account
• 2. Go to Profile
• 3. Open Self Regulation tab
• 4. Select Self-exclusion under the Responsible Gambling link
• 5. Start Self-exclusion and confirm your Self-exclusion
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  You can also activate self-exclusion by telephoning our customer services team on 0330 1348894 or emailing us at [email protected] and requesting self-exclusion. Once you have made your request, self-exclusion will be activated immediately with no cooling-off period.
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  Once self exclusion has been activated you will no longer receive any marketing material from us for the duration of the exclusion and, within 48 hours of your decision to self exclude, you will be removed from all marketing databases controlled by us. Your account will be closed at this point and any funds in your account at the point of self exclusion will be returned to you automatically (not including any bets in progress/dispute which will be returned once the transaction/dispute is complete).
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  At the end of the self exclusion period, the self exclusion will automatically remain in place for a minimum period of seven years unless you take positive action to reopen your account and resume gambling. Following a period of self exclusion you will be required to confirm that you wish to resume gambling over the telephone. If you do indicate that you wish to resume gambling, you will be given a further ‘cooling off period’ (24 hours), during which you will not be able to access Framble’s services, to allow you to properly consider this decision.
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  We will record all self exclusions which may include storage of your personal details as required to enforce the self exclusion.
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  We strongly suggest that if you are considering self excluding from Framble’s services, that you also consider self exclusion from any other gambling websites/apps you use.
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  If you need further help avoiding gambling, software is available for download which prevents you from accessing gambling sites.
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  We will also participate in Gamstop’s national multi-operator self-exclusion scheme.

Underage gambling

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  It is illegal for anyone under the age of 18 to open an account or gamble with Framble. We require new members to declare that they are 18 years of age or older and we carry out age verification checks on all new accounts.
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  In an effort to prevent underage access to the gaming products offered by Framble, we are registered at the following parental control filtering engines:
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  www.netnanny.com
• www.cybersitter.com
• www.cyberpatrol.com
• www.contentwatch.com

Customer Interaction

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  In line with their obligations as a responsible operator, Framble will collect information on our customers in order to identify those customers who may be at risk of increased harm due to online gambling. This information will be processed and stored in accordance with our privacy policy.
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  Where Framble identify individuals of concern as a result of this information gathering, we will contact the customer and liaise with them accordingly.
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  Our Customer Support Team will be responsible for monitoring the activities of our customers from when their accounts are opened.

Controlling gambling

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  Framble recognises that, for some of people, controlling their gambling can be difficult. We therefore highlight the following to our customers:
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  - Gambling is not a genuine way of making money or escaping from problems of any kind.
• - Only gamble with money you can afford to lose, never borrow money to gamble.
• - Don’t continue gambling to win back money you’ve already lost.
• - Don’t gamble to escape from stress or problems.
• - Monitor the time and amount of money spent.
• - Balance gambling with other activities.
• - Make sure that you understand the odds of winning and losing, and the rules of the game(s).
• - If you need a break from gambling, consider self-exclusion.
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  If you think you might need help, please email us at [email protected]
  
  

Recognising a gambling problem

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  It is important to recognise as early as possible if you have a gambling problem. This will allow you to put preventative measures in place and to seek further help if needed.
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  If you are concerned that you may have a gambling problem then please ask yourself the following questions or use GamCare’s self-assessment tool:
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  - Do you lose time from work or college due to gambling
• - Do you gamble to escape from something or just to pass the time
• - Do you ever gamble alone for long periods of time
• - Do you ever gamble to make money to pay off debts
• - After losing, do you feel the need to gamble more to recover your losses
• - After winning, do you feel the need to try and win more
• - Do you often gamble until you lose all of your money
• - Have you ever lied, stolen or borrowed to facilitate your gambling
• - Have you ever sold anything to finance gambling
• - Are you reluctant to use gambling money for normal expenditure
• - Do arguments or disappointments ever make you feel like gambling
• - Have you ever felt depressed or suicidal as a result of your gambling
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  The more of these questions that you answer ‘Yes’ to, the more likely it is that gambling is adversely affecting your life.
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  To speak with someone who can give you advice and support, please contact one of the organizations below.
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  - Gamcare
• - GamblersAnonymous
• - Gambling Therapy
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  Problem gambling is not always clear in situations where the gambling takes place online. Howver, Framble will actively monitor customer’s gambling patterns and habits and, where there are significant indications of problem gambling (for example higher than normal occasions of placing bets and/or steadily increasing levels of gambling):
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  - The situation will be referred to a director of the company to be dealt with
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  - You may be contacted by that director, either by phone or email, to discuss you’re the identified issues
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  - Framble may refuse to allow you to continue gambling or close your account if, in its reasonable opinion it would be proportionate to do so
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  Staff will be provided with training in recognising problem gambling at induction and will also receive annual refresher training.

Account Access

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  Customers may access their account statement from any page on the site by selecting the reports option and selecting current, settled, or transaction reports from the profile section.
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  When a customer logs into their account, they are able to see the date and time they last logged in by their profile.
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  To log into your Account, you will need to enter your username and password. Your password must have at least six characters, one of which must be a digit. You should keep your password confidential at all times, and Framble accept no liability resulting from unauthorised use, whether fraudulent or otherwise, of your Account.
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  You should regularly monitor activity in your Account to check that there has been no unauthorised use of your Account.

Gamstop

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  Framble will join Gamstop.co.uk to help identify individuals with gambling problems and participate in the Gamstop national multi-operator self-exclusion scheme. If it is identified that you are registered with Gamstop.co.uk, Framble will, without delay, freeze your account and return any funds. You will not be able to re-access your account for the duration of the exclusion period.

Complaints General

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  Complaints about any aspects of the general conduct of Flutter Media Limited’s licensed activities will be processed in accordance with our internal complaints procedure.
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  If a complaint, which refers to the outcome of a gambling transaction, is not resolved to the customer’s satisfaction following our internal complaints procedure, the matter will be categorized as a “dispute” and may be referred to an independent dispute resolution service as outlined below.
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  All complaints should be notified as soon as possible and, in any event, no later than 14 days from the date of the transaction of which any complaint relates.
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  During the internal process, all telephone and email communications may be recorded by us. If the contents of theses communications are disputed, we will consult these records, which may influence the ultimate decision.

Complaints Procedure

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  In the first instance, please contact our customer service team by calling 0330 1348894 or by email at: [email protected].
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  Our aim is to respond to your complaint as soon as reasonably practicable. We will seek to resolve the complaint within eight weeks from the date the complaint is received. However, depending on the complexity, there may be some instances were the investigation may take longer to resolve. We will either send you a letter or an email within eight weeks of your complaint either responding or updating you on the matter as to why we are not in a position to do so and when we expect to be in that position.
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  If your concern is not or cannot be resolved by our customer services team, they can escalate the complaint by referring the matter to the Customer Services Manager by emailing: [email protected].
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  We aim to keep you informed throughout the process. Please let us know if you would like us to provide you with a copy of our complaints procedure.
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  The Customer Service Manager’s response is the final stage of the internal complaints procedure. In the case of a complaint which relates to the outcome of a gambling transaction, you will be notified that if you are dissatisfied with the decision made, you have the right to refer the dispute to an Alternate Dispute Resolution entity, whose details are:
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  Name: Independent Betting Adjudication Service Ltd. (IBAS)
• Postal address: Independent Betting Adjudication Service
• PO Box 62639
• EC3P 3AS
• Email address: [email protected]
• Website: http://www.ibas-uk.com
• Procedure for handling complaints: http://www.ibas-uk.com/how-ibas-works/terms-of-use
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  The IBAS will deal with all complaints that are of a nature and subject matter for which is has competence in accordance with the terms and conditions on the IBAS site: http://ibas-uk.com/terms-of-usage
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  Details of all disputes referred to the ADR entity and details of the outcome will be provided by us to the Gambling Commission, as required by the Licence Conditions and Code of Practice attached to Flutter Media Limited’s Operating Licence.