Player Protection

Policy

We want to ensure that you can enjoy your experience at Betway in a safe, responsible manner. We will deal with any issue affecting your playing experience promptly. We have a detailed Player Protection policy which can be found here, as well as a list of mechanisms which you can install to ensure a safer gaming experience.

1. Protection of Minors

With the Internet so readily accessible in homes around the world, responsible online gambling relies heavily on responsible parenting. In order to ensure child safety on the Net, Betway encourages its Players to make use of filtering software to prevent minors from accessing inappropriate online material. Underage gambling is not only illegal, but can also result in gambling dependencies and huge gambling debts incurred by unsupervised children.

Tips for Parents:

  • Do not leave your computer unattended when your casino software is running.
  • Password-protect your casino software.
  • Do not allow persons under 18 to participate in any gambling activity.
  • Keep your Casino account number and credit card(s) out of the reach of children.
  • Do not save passwords on your computer. Write them down instead.
  • Limit the amount of time your children spend online and make use of software to prevent your children from accessing inappropriate material.

Other Important Tips:

  • Make sure that your decision to play is your own personal choice.
  • Establish limits for depositing, wagering and even losses before you commence gaming.
  • Never game if:

    - You are younger than the legal gaming age
    - It interferes with your daily responsibilities
    - You are being treated or in recovery for a dependency
    - You are under the influence of alcohol or any other substance
    - You are attempting to win back previous losses
    - Your primary purpose is to recoup your debt with your winnings

2. Responsible Gaming

If you or someone you know has a gambling problem we advise you consider assistance from one of these recognised organisations:

3. Responsible Gaming Tools

Betway believes that responsible gaming is an important part of enjoying your gaming experience with us, which is why we are fully committed to supporting Responsible Gaming and offer several Responsible Gaming Tools within the casino software.

Whilst very few players are adversely affected by online gaming, the casino is devoted to ensuring that all its players enjoy play in a safe and responsible manner.

There are several Responsible Gaming settings including:

  • session reminders
  • deposit limits (daily, weekly, monthly)
  • activity statements
  • time-out periods
  • different types of self-exclusion

At Betway we have a number of checks in place as well as a professional support team on hand 7 days a week, 365 days a year to deal with any queries you may have.

For full details, please visit our Responsible Gaming Policy.

4. Gaming Contract and Privacy

To play at Betway, it is a legal requirement that you sign the Gaming Contract at registration and submit personal data. Betway is committed to protecting your privacy and ensuring the security of your personal data. For full details, please view our Privacy Policy.

5. Rules of Play

Before you start playing, we recommend that you read the rules of the games and try our “Practice Play”.

6. General Odds of Winning

To ensure the maximum protection of our players, the payout percentages of our games are published on a monthly basis and certified by eCOGRA (eCommerce and Online Gaming Regulations and Assurance).

To see the payout percentages of our games types click here.

7. Odds of Winning for Specific Games

To see the payout percentage ratio of each game, visit our Payout Percentages, Minimum and Maximum Bet page.

8. Complaints / Claims

Customer complaints/claims of any nature must be submitted within 3 months of the issue occurring.

IMPORTANT: to ensure your complaint/claim is directed to and investigated by the correct department, written communication must submitted to Betway.es via the following means:

  • E-mail: elgestor@betway.es
  • Post: Betway Spain Plc, C/ Gran Vía Puig del Castellet, 1, Bloque 2, Piso 1º, 07180, Santa Ponsa, Islas Baleares, Spain.

In addition, the communication must contain the following information:

a. your username/casino account number
b. your registered First Name and Surnames
c. a detailed explanation of the complaint/claim
d. specific dates and times associated with the complaint/claim (if applicable)

Note: failure to submit the communication as outlined above will result in your complaint/claim not being appropriately categorised and investigated for a timely resolution.

Upon receipt, best efforts will be made to resolve any reported matter promptly and, at a maximum, within one month. If for some reason you are not satisfied with the resolution of your complaint/claim, you can contact the Directorate General for the Regulation of Gambling to submit the complaint.

However, should you be unhappy with any aspect of the website or your gaming experience, please contact customer support with any issue you may have. Alternatively, you may contact eCOGRA, the internationally accredited player protection and standards organisation, and submit a Dispute Form.


Last updated: 05/05/2015 at 13:00 CET.

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