PLAY FOR FUN, PLAY RESPONSIBLY

Making the most of a safe and comfortable gaming experience


Gala Bingo RESPONSIBLE GAMBLING CHARTER

Welcome to Gala Bingo’s Responsible Gambling customer charter which aims to guarantee that our professional conduct and business behaviours are upheld to the very highest standards ensuring a fair and safe gambling experience to protect you when gambling online​.

As an industry leader with a long and proud heritage, and working closely with organisations dedicated to your online gambling well-being, it’s important to know that Gala Bingo will be proactive in making sure that you know and understand every aspect of playing responsibly and how to get help should you need it.

We’re not just here for you – we’re watching out for you too!

Responsible Gambling

What does playing responsibly mean to you?

Playing responsibly means enjoying and being in control of your online gambling experience as part of your normal entertainment expenditure.

What does playing responsibly mean to us?

Being a responsible company means protecting vulnerable players, preventing underage gambling, fraudulent and criminal behaviour, safeguarding your private information privacy, guaranteeing prompt and accurate payments – and above all, providing players with all the tools needed to enjoy the best possible experience.

We are also committed to delivering a fair gambling experience, undertaking ethical and responsible marketing, committing to customer satisfaction and ensuring a secure, safe and reliable operating environment.

You like to play… and why not?

our commitment

Firstly, let’s be straight here. Gambling isn’t something to be ashamed of. It’s an exhilarating and potentially lucrative form of entertainment that brings joy to millions.

But as is the way in any walk of life, there are some situations which don’t always go to plan.

Gala Bingo wants to make sure that you get the most from your betting and gaming by playing responsibly.

We are committed, therefore, to providing tools to help you manage your play, full access to every transaction you’ve made with us and information to show you when and how your play has changed. You will also have access to industry-leading tools to help you while you’re playing with us.

Betting and gambling is an enjoyable and exciting experience, but we recognise that for a small minority of people it can be a problem.

Managing your play

Problem Gambling

Gala Bingo would like you to enjoy your online gambling experience and we recommend that you follow these guidelines:

  • Start by establishing limits for purchasing, wagering and even losses before you gamble and regularly check how much time and money you’re spending.
  • Don’t play if it interferes with your daily responsibilities.
  • Don’t play if you are in recovery for any dependency or are under the influence of alcohol or any other substance.
  • Don’t play if your primary aim is to just win back your losses.

If you believe that your gambling is becoming an issue in your life rather than a form of entertainment, we will do all we can to help you.

Why not take the Responsible Gambling Self-Assessment test to determine whether or not you could be developing a problem?

Keeping Track Of Your Play

You should always keep track of your spending and gaming time wherever you play and whoever you play with – and not just with us!

To see your full playing history with Gala Bingo go to My Account where you have a full record of transactions, withdrawals and deposits. Your balance will always be available through the My Account menu and can also be seen at the top of all Gala Bingo web and mobile pages.

Some helpful tools

  • Budget Calculator
  • Time and Money Diary

Setting Limits

  • Deposit Limits

    Research has shown that when players make a decision on how much money they have available before they start playing, gambling problems are greatly reduced. A Deposit Limit enables you to set...
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    Deposit Limits

    Research has shown that when players make a decision on how much money they have available before they start playing, gambling problems are greatly reduced.

    A Deposit Limit enables you to set a limit on the amount of money you deposit into your account on a daily, weekly or monthly basis and you can change your limit whenever you choose to.

    You can access Deposit Limit functionality from ‘My Account’ (at any time), in the Cashier whenever you are making a deposit, and within the Registration process making it even easier for new players to start their gambling experience with Gala Bingo as safely as possible.

    To help you set limits that are right for you, you could refer to your Budget Calculator and/or your Time and Money Diary if you are using them.

    SETTING DEPOSIT LIMITS

    This facility - available through the 'My Account' section, in the 'Cashier or when registering an account enables customers to limit the amount of money that they are able to deposit into their account on a daily, weekly and/or monthly basis.

    These amounts may be revised downwards at any time. Any request to increase your limit will need to be reconfirmed following a 24 hour “cool off” period. A pop up will be presented upon log-in asking you to confirm the request for a higher limit. This can also be confirmed within the My Account section of the website.

    Please note that setting new limits for the first time will not take any previous deposits into account when calculating whether you can deposit. For example, if you deposit £20 then set a daily deposit limit of £10, you will be able to deposit £10 immediately afterwards should you choose to do so.

    To give you even more peace of mind, we will let you know immediately should you try to set a limit incompatible with a previously set limit. Deposit Limits will be set to the calendar day/week/month so for example you can deposit at 11:59 pm (GMT) and again a minute after midnight if requested. Our Customer Service staff will be happy to provide any further information required but are unable to override limits set by customers.

    • Budget Calculator
    • Time and Money Diary

    For more information please contact Customer Services on UK: 0800 294 7 294, OVERSEAS: +44(0) 203 288 7905 or email help@galabingo.com

  • If you feel that gambling on any website is no longer a form of entertainment for you for whatever reason, and closing your account(s) is something you need to do for your peace of mind we will do so immediately...
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    Of course, you can close your account completely at any time.

    Why close your account?

    If you feel that gambling on any website is no longer a form of entertainment for you for whatever reason, and closing your account(s) is something you need to do for your peace of mind we will do so immediately.

    Deposit and Session Limits

    However, there are a number of other steps you can take first such as Play Breaks or Time Outs and using time and money budget tools that we provide to help you set Deposit and Session limits.

    To help you set limits that are right for you, you could refer to your Budget Calculator and/or your Time and Money Diary if you are using them.

    If these tools are not right for you and you’d still like to close your account, please contact Customer Services.

    If these tools are not right for you and you’d still like to close your account, please contact Customer Services on UK: 0800 294 7 294, OVERSEAS: +44(0) 203 288 7905 or email help@galabingo.com

  • Time Out

    If you wish to take a total break from all gaming activity, a ‘Time Out’ period can be requested by contacting the Customer Service team by email, phone, or live chat. The Time Out will be automatically...
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    Time Out

    If you wish to take a total break from all gaming activity, a ‘Time Out’ period can be requested by contacting the Customer Service team by email, phone, or live chat.

    You can request a Time Out for any time period from 24 hours up to 6 months. During this period all online accounts that you hold with us (including Galacasino.com, Galabingo.com, Coral Online, Coral Connect (Multi-Channel & In Shop) and Coral Telebet accounts) will be closed.

    To resume use of our services at the end of your Time Out period, or at any point, please contact our Customer Service team to begin this process. While the Time Out is in place, we’ll do our best not send you any marketing material although this may not prevent you receiving any material which has already been dispatched.

    Once a Time Out period has ended or been cancelled, your account will be ‘opted in’ to receiving marketing material again if this was your previous preference. You can change your marketing preferences by contacting Customer Services at any time.

    If you decide to cancel your Time Out, you can contact our Customer Services team to discuss reopening your account(s). However, for your protection we cannot guarantee that your Time Out will be cancelled once implemented. If desired, you can also request for your Time Out period to be extended.

    ​For more Time Out information please contact Customer Services on UK: 0800 294 7 294, OVERSEAS: +44(0) 203 288 7905 or email help@galabingo.com

  • Self-Exclusion

    Self-exclusion is a formal process whereby you request us to prevent you from being able to access your online account for a specified period between 12 months and 5 years. Under such an agreement, we will ‘close’ any accounts you...
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    Self Exclusion

    Self-exclusion is a formal process whereby you request us to prevent you from being able to access your online account for a specified period between 12 months and 5 years. Self-exclusion will apply to all Gala Coral Group accounts (where located, defined as Galabingo.com, Galacasino.com, Coral.co.uk and Coral Telebet.)
    Under such an agreement, we will ‘close’ any accounts you hold with us and return any remaining balance to you (any ‘running’ bets will continue in place and we will forward any subsequent winnings to you after the event is settled on request). Once you self-exclude, we cannot reverse this process for any reason and you may not apply to open new accounts. During this period we will not send you any marketing material and we cannot accept any deposits or bets. Please note however, that whilst your details will be removed from our mailing database this may not prevent you from receiving marketing material which is already in the process of being dispatched. We would ask you to please disregard any such material received accordingly.

    Once the self-exclusion period has expired, your accounts will remain closed unless you contact us by telephone to reactivate (no other method of contact is permitted for this purpose).

    Once a reactivation request has been received, we provide you with a further 24 hour ‘cooling off’ period.

    Following this your accounts will be reactivated unless you contact us again within this period and request for your self-exclusion to remain in place for a further selected time frame.

    Your account will only be ‘opted in’ to receive marketing material if you confirm this during the reactivation process or subsequently.

    During a self-exclusion agreement, we will employ reasonable automated checks to ensure that you can no longer transact with any of our businesses. However, during your period of Self-Exclusion, you have an equal undertaking not to seek to circumvent the self-exclusion agreement by entering or continuing to participate in gambling and betting services via Gala Bingo's online operations, and/or land-based operations.

    HOW TO REQUEST GALA BINGO GROUP SELF-EXCLUSION

    To initiate self-exclusion, you shall need to request a self-exclusion form from our Customer Services Team via email (ResponsibleGamblingSE@galacoral.com), phone (0800 294 7 294). If calling outside of the UK + 44 (0) 203 288 7905) or live chat. Please ensure you include your username(s) when requesting the form.

    Your accounts will be temporarily frozen once we have processed your request for the self-exclusion form to be sent.

    The form will then be sent to your registered email address, or by fax or post if preferred. Simply complete the form fully, confirming any other accounts you have with the Gala Bingo Group and then return the form. Note that accounts are temporarily blocked pending the return of the form.

    Within the My Account section you will be able to implement any of the Responsible Gambling tools detailed on this page eg. Deposit limits, Session limits, Time Outs and Self-Exclusion.

    If you wish to Self-Exclude without contacting a member of the Customer Services team you are able to do so while logged into your account. This is one of the ‘Other Options’ available within the Responsible Gambling tab of the My Account menu.

    Once you have selected ‘Request Self-Exclusion’ you will be prompted to confirm your email address.

    Once you have confirmed your email address and that you wish to proceed with your Self-Exclusion request you will be taken to the next step in the process.

    The next step is to inform you that following confirmation your account will be frozen and any associated accounts will be frozen within 24 hours. A downloadable version of the form will then be sent to your email address which you will need to complete and return in order to complete the Self-Exclusion.

    We will action your request within 48 hours of receiving your completed Self-Exclusion Agreement Form and confirm to you by email, on your registered email account, once we have put the exclusion in place.

    Please note that you should also self-exclude from all other operators. See our Help and Support section for contact details of regulatory and protection help and advice (e.g. GamCare).

    The Self-Exclusion will only be implemented upon receipt of the completed forms. If you do not return the forms and decide that you no longer wish to Self-Exclude your account, you will be able to request for your account to be reopened. This can be done by contacting our Customer Services team.

OTHER PEOPLE WHO CAN HELP

Help and support

National Gambling Helpline

For immediate help and support in confidence, please call the National Gambling Helpline free on:
0808 8020 133 (8:00am to midnight, seven days a week) or visit the website at www.gambleaware.co.uk.

The Helpline is operated by GamCare, the leading provider of information, support and free counselling for the prevention and treatment of problem gambling. Further information is also provided on their website at: www.gamcare.org.uk where you can also participate in live chat or the netline.

GamBlock

If you feel that you have a problem, you could consider blocking access to all gambling sites from your PC by installing blocking software such as GamBlock which uses sophisticated tools to block all gambling sites and software.

Visit the website here

Responsible Gambling Trust

The Responsible Gambling Trust is the leading charity in the UK committed to minimising gambling-related harm. As an independent national charity funded by donations from the gambling industry, the Responsible Gambling Trust funds education, prevention and treatment services and commissions research to broaden public understanding of gambling-related harm.

Visit the website here

Gambling Therapy Helpline

Gambling Therapy is a free online service that provides practical advice and emotional support to people affected by problem gambling who reside outside Great Britain. Gambling Therapy is part of the Gordon Moody Association. Visit the website for chat and forums.

Visit the website here

Betfilter

Betfilter is specially designed to stop gambling. Betfilter has been tested on people with real gambling problems. The software is developed in close cooperation with Center For Ludomani in Denmark.

Visit the website here

Gamblers Anonymous

Gamblers Anonymous is a fellowship of men and women who share their experience, strength and hope with each other that they may solve their common problem and help others to do the same. GA offers the hand of friendship to anyone who is looking to try and stop gambling. Visit the website for details of a meeting near you.

Visit the website here

National Problem Gambling Clinic

The National Problem Gambling Clinic’s mission is to advance existing models of treatment and develop new models of psychological therapies for gamblers.

They want to be an internationally recognised treatment and research centre of excellence for all those affected by pathological and problem gambling also publishing research to ensure that they are at the forefront of this field.

UK based helpline: 020 7534 6699
or 020 7534 6599

Email: gambling.cnwl@nhs.net

Visit the website here

Protecting Minors

Preventing Underage Gambling

In the United Kingdom it is illegal for someone who is under 18 years of age to gamble.

Gala Bingo is fully aware of its responsibility to prevent persons under the minimum permitted age gambling by accessing its gambling activities.

We make it crystal clear in our Terms and Conditions and in our Responsible Gambling microsite, and in the account registration process, that underage gambling is illegal, and that it will carry out verification checks to ensure that all account holders are at least 18 years of age.

We may also undertake a search with a third party for the purpose of verifying that you are 18 or over and we also inform potential customers that documents may be required to verify the customer’s age and identity.

Further information provided by Gala Bingo in its webpages as regards underage gambling includes:

  • Notifying parents of filtering software available that can monitor or restrict access to material that is inappropriate for youngsters, and provides links in the Responsible Gambling microsite to the websites that provide this software
  • Requiring new registrants to affirm they are of legal age to gamble when they register
  • Logos (at the footer of all webpages, and the account registration page) specifying that the minimum age for gambling is 18, with links to this Responsible Gambling Microsite with information as regards underage gambling

Parental Controls

There are a number of third party applications that parents or guardians can use to monitor or restrict the use of their computer's access to the Internet:

If you need confidential advice

Confidential Help

If you are concerned about problem gambling, you can access free and confidential advice at Gambleaware.co.uk. You can also phone the National Gambling Helpline on 0808 8020 133, which is available from 8am to midnight seven days a week, or to chat online during these hours, you can visit NetLine to speak to advisor safely and anonymously.

To speak to a counsellor face to face, the National Problem Gambling Clinic offers support for those based in England and Wales. To arrange an appointment, call 020 7534 6699.

Gamblers Anonymous operates in the United Kingdom and Ireland and helps those with gambling addiction through group meetings. For information on meetings in the United Kingdom, click here, or for meetings in Ireland, click here.

If you need our advice or help

Contact Us

To speak with a member of our team about responsible gambling, call our Customer Service Team or click here to visit GalaBingo.com if you wish to chat live to a Customer Service representative.

  • United KIngdom

    0800 294 7 294

  • Overseas

    +44(0) 203 288 7905

  • Monday-Sunday

    24/7