Social Responsible Gambling Policy
Social Responsibility, Responsible Gaming and low6
low6 prides itself on providing its customers with a first-class service and a responsible gambling environment. Whilst we want all our customers to bet responsibly and within their means, we acknowledge that the Service Provider also has a responsibility as well as the service user to ensure that the pastime of gambling does not become problem gambling. When the fun stops, gambling should stop. To this end we endeavour to put in place as many measures as possible to protect people who are vulnerable to gambling – be they underage or have susceptibility to gambling problems.
low6 monitors customer responses to the measures implemented and will continue to re-assess and evaluate our policies on Social Responsibility and Responsible Gambling.
low6 provides customers with a range of options listed below to assist them to gamble responsibly.
Seeking Help with Gambling
If you believe you may have a problem with gambling, or know someone who does, we encourage you to seek help with the confidential organizations available to offer you the right support to help you combat the problem.
For confidential help and advice with your gambling call The National Gambling Helpline on 0808 6020 133 or visit Gamcare.org.uk
If you feel that your gambling has become a problem for you or for a member of your family then contact Gamcare. They provide support, information and advice to anyone suffering through a gambling problem.
They provide online support and telephone support. They also have a forum and chat room where you can discuss gambling related issues, ask questions and offer advice.
Telephone: 0808 8020 133
The purpose of the site is ultimately to provide the UK with a huge counselling support network, enabling those in distress to find a counsellor close to them and appropriate for their needs. This is a free, confidential service that will hopefully encourage those in distress to seek help. The website also contains a number of sections on emotional disorders (types of distress section) and provides some useful statistics. Every counsellor on the site who has submitted their profile has either sent a copy of their qualifications and insurance cover to us, or is registered with a professional body online with recognised codes of ethics and practice, this way we can be assured of their professionalism.
Contact Counselling Directory
All our Customer Service staff receives awareness training on problem gambling issues.
Staying in Control of Your Gambling
Whilst the majority of people do gamble within their means, for some gambling can become a problem. It may help you to keep control to remember the following:
Gambling should be entertaining and not seen as a way of making money.
Be aware of your disposable income – Only gamble what you can afford to lose.
Remember that the numbers on the screen are REAL MONEY.
Avoid chasing losses.
Keep track of the time and amount you spend gambling.
Be secure, ensuring you keep your Account details safe, and away from any third party.
If you want to have a break from gambling use our self-exclusion option as detailed above.
Identifying problem Gambling
If you are concerned that gambling may have taken over your, or someone else’s life, then the following questions may help you find out:
Do you stay away from work, college or school 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 criticized your gambling?
Have you lost interest in your family, friends or hobbies?
After losing, do you feel you must try and win back your losses as soon as possible?
Do arguments, frustrations or disappointments make you want to gamble?
Do you feel depressed or even suicidal because of your gambling?
The more you answer yes to these questions, the more likely you are to have a serious gambling problem.
Under Age Gambling
It is against the law for those under 18 to gamble and low6 takes its responsibilities in this regard very seriously, having various systems in place to aid in the prevention of under-age gambling. Symbols throughout our site indicate that gambling on our website is only permitted by those aged 18 or over and we reserve the right to ask for proof of age from any customer. Customers accounts will be suspended until satisfactory proof of age if required is provided.
The police will be contacted in the event of actual or potential underage gambling and no winnings will be paid on transactions, however we will return stakes to anyone who verifies that they are under 18.
If you wish to monitor or restrict the use of your computers access to the internet, you can use one of the following third-party applications:
Cybersitter filtering software allowing parents to add their own sites to block: www.cybersitter.com
Net Nanny filtering software protects children from inappropriate web content: www.netnanny.com
By implementing voluntary deposit limits on each account we can help prevent problem gamblers from betting more money than they have initially intended to. Within the My Account section on the website is the facility for each account holder to place a limit on the amount of money that they may deposit to their account within a specified period. This limit can also be implemented by our Customer Service Team on 0121 2951235. These amounts may be revised downwards at any time; however any increase will only be implemented 24 hours following the request, allowing the Customer time to reconsider the decision. Our Customer Services staff will be happy to provide any further information required but are unable to override any limits set by customers.
ID3 Global and Risk Guardian Software are integrated into the low6 platform. This controls any attempt of using Low 6 from un-authorised jurisdictions and identify all users age using age verification searches and checks.
If you wish to give yourself a break from gambling, a Time-out will freeze your account and it will not be able to be accessed until the time-out has finished.
If a customer wishes to give themselves a rest or time-out from using their account then they have the option to select a time-out for 1 day, 1 week, 1 month or any period of time up-to six weeks.
Self-exclusion or Opt-out
For those customers who wish to restrict their gambling, we provide a self-exclusion facility enabling customers to close their account or accounts for a period from 6 months up to 5 years. Any exclusion may, on request can be extended for one or more further periods of at least 6 months by contacting customer services.
You can self-exclude from betting activity on your account, using the self-exclusion section under the “My Account” part of the website or by contacting Customer Services on 0121 2951235.
The Self-Exclusion option can be instigated by sending an email to low6 at firstname.lastname@example.org with details of all the accounts you have opened with us. During any periods of self-exclusion it will not be possible for the account(s) to be re-opened for any reason, whilst low6 will also do all it can to prevent any new accounts being opened by the customer. Please bear in mind that an account that is simply closed rather than excluded can be re-opened by the customer at any time. If you wish to have your account re-opened, after the self-exclusion period has expired, you will need to email low6 with details of the account(s) you require re-opening. Your account will then become active after 24 hours.
low6 is part of a multi-operator self-exclusion scheme called GAMSTOP. To self-exclude from other operators as well as low6, we recommend that you email them on email@example.com
Their website address is www.gamstop.co.uk
Access to customer history
Customers can easily access a full history of transactions, withdrawals and deposits on-line. A customers balance is always available through the My Account page and can also be seen from the www.low6.co.uk home page.
Customer Complaints and Betting Disputes
Any person wishing to make a complaint or who has a dispute should email firstname.lastname@example.org (or call our Customer Service team using one of the telephone numbers provided on the Site) stating the details of your complaint. Complaints will not be heard by us unless they are raised with us within 12 weeks of the date of the event or events to which the bet relates We will acknowledge your complaint/dispute promptly by the same medium of communication through which you brought the matter to our attention. If having dealt with our Customer Service team you are not satisfied, you can ask for the matter to be escalated to our Management team. They will re-examine your query and seek to resolve it as soon as is reasonably possible. In all cases we will endeavour to resolve the matter within 7 days from the point at which we have been supplied by you with all relevant information. It is a condition of the customers agreement with us that any disputes and complaints are and remain confidential both whilst we seek a resolution and afterwards. The customer must agree that they shall not disclose the existence, nature or any detail of any complaints and disputes to any third party (which shall include the discussion of any such complaints and disputes in any chat room, forum, blog or social networking site offered by any third party). If they do so, that shall be considered a breach of the Terms and Conditions.
We take complaints seriously. If you have a problem regarding any aspect of our service, we always try in the first instance. You can contact our customer services team on 0121 2951235 or by email to email@example.com
Or you can write to:
low6 Limited 2 Shottery Brook Office Park Timothys Bridge Road Stratford-upon-Avon Warwickshire CV37 9NR
If a complaint is not resolved to your satisfaction you may, in the case of a betting related problem, refer the matter to our Alternative Dispute Resolution (ADR) Provider, which is the Independent Betting Adjudication Service (IBAS). The resulting decision shall be final, binding and you therefore will not have further recourse to the courts.
You can contact our ADR either by post, phone or email:
Independent Betting Adjudication Service PO Box 62639 London EC3P 3AS
Tel: 020 7347 5883 Fax: 020 7347 5882 Email: firstname.lastname@example.org Website: www.ibas-uk.com
Contribution to Gambleaware
An annual contribution will be made to Gambleaware. This will be 0.1% of GGY.
Marketing, advertising, promotions and offers
All offers rules are available as terms and conditions and displayed with the offer. General bonus and reward rules are in are general terms and conditions.
All marketing has to adhere to stringent guidelines to ensure that it does not appeal to the under 18 age group. As well as the rules issued by the Gambling Commission, another body called the Advertising Standards Agency (ASA) issues rules around the advertising of gambling too.
Our marketing is made to be honest and in a way not to mislead the customer in any way. Under no circumstances will it be implied or suggested that gambling is a means of getting out of financial difficulty.
Our marketing department follows the ASA code of practice, the advertising codes of practice issued by the Committee of Advertising Practice (CAP) in particular section 16 of the CAP code and the industries own advertising code; The Industry Group for responsible gambling (IGRG) Gambling industry code for socially responsible advertising.
We do not place digital adverts on websites which provide unauthorised access to copyrighted content and take reasonable steps to ensure that any third-party business we use does not provide unauthorised access. If we found that this has happened then we would terminate our contract with the third party.