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

As the world’s largest retail bookmaker and a leading provider of online gambling products, Ladbrokes Coral understands and places real value on the importance of responsible gambling. We want to lead the industry whenever we can when it comes to promoting responsible gambling to our customers.

Our betting and gaming brands have a great heritage and are amongst the most trusted and respected in the industry. Our business has grown by always trying to give our customers the best experience we can, no matter when, where or how they choose to interact with us. We understand our customers and the vast majority of them enjoy their gambling in a safe and responsible manner.

However, for a small number of people, we know that gambling can cause personal, social, financial or health problems. We are committed to doing all that we reasonably can to encourage customers to gamble responsibly and to ensure those who develop gambling problems get the help they need. Key to this is being a company customers can trust.

This policy sets out how we, as an organisation, have committed to operate.

Policy

At the heart of our responsible gambling policy are three guiding principles that underpin our activity:

INFORM

We provide clear information and tools that allow customers to take informed decisions when gambling.

SAFEGUARD

We endeavour to help customers to keep control of their gambling and away from harm.

INTERACT

We interact with our customers when we believe there is the possibility of harm, encouraging them to reflect on their behaviour and moderate it where necessary.

Just as it’s important for our customers to enjoy their gambling, so too is it important for all our colleagues to understand their responsibilities when it comes to helping every customer have the best betting experience. At Ladbrokes Coral Group we believe being responsible is about:

  • ensuring our shops are well managed and safe;
  • having websites that are secure;
  • ensuring our gambling products are easy to understand;
  • providing the information and tools needed to gamble responsibly;
  • keeping young and vulnerable people away from gambling and not targeting them with our products;
  • advertising in a responsible manner;
  • managing our partners effectively;
  • watching out for customers that may be losing control of their time or money;
  • interacting with customers who may be experiencing harm;
  • working with relevant stakeholders to reduce gambling-related harm; and
  • keeping gambling FUN.

To ensure we deliver against our promises, we have put in place a number of performance measurements and are setting targets for responsible gambling that we must deliver. To demonstrate the importance of this at Ladbrokes Coral, all of our senior leaders have remuneration linked to these targets, something that is unique in our sector.

The greatest protection, particularly for vulnerable people, is achieved when the industry acts together. Therefore, whenever we can, we promote dialogue and seek to build consensus around opportunities to raise standards of player protection and minimise the risk of gambling-related harm. That’s one of the reasons why we are proud to be founding members of the self-regulating industry body The Senet Group in the UK and why we aim to be leading participants in relevant trade bodies wherever we operate, in order to improve industry-wide approaches to advertising and promote responsible gambling.

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 weeks. 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 6 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 the cooling off period, your account may 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 Casino's online operations, and/or land-based operations.

    HOW TO REQUEST GALA CASINO GROUP SELF-EXCLUSION

    To initiate self-exclusion, you will need to contact our Customer Services Team via email (ResponsibleGamblingSE@galacoral.com) or phone (0800 328 4 272).If calling outside of the UK + 44 (0) 203 288 7906) or live chat. Please ensure you include your username(s).

    Your account will be frozen within 24 hours of your request and self-exclusion will be applied for the period of time you requested. Any associated accounts will be self-excluded within 48 hours of your request, for the same period of time.

    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. You will find this option within the Responsible Gambling tab of the My Account menu.

    Once you have selected ‘Request Self-Exclusion’ you will be prompted to confirm that you wish to proceed with your Self-Exclusion.

    You will need to select period for which you require self-exclusion (minimum 6 months, maximum 5 years). Note that you will be unable to reopen your account before you have completed the full period of exclusion. Any associated accounts will be frozen within 24 hours and have the same period of exclusion applied. A form will be sent to your email address which you must complete and return should you wish to exclude from any of the Coral Group shops.

    Any remaining balance will be returned to you via your last payment method used. We will confirm to you by e-mail, using the email address registered for your account, that the self-exclusion is in place.

    We would advise you to 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).

  • National Online
    Self-Exclusion Scheme

    If you are considering self-exclusion, you may wish to register with GAMSTOP. GAMSTOP is a free service that enables you to self-exclude from all online gambling companies licensed in Great Britain.
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    If you are considering self-exclusion, you may wish to register with GAMSTOP.

    GAMSTOP is a free service that enables you to self-exclude from all online gambling companies licensed in Great Britain.

    To find out more and to sign up with GAMSTOP please visit www.gamstop.co.uk.

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.begambleaware.org.

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:

Netnanny

Filtering software protects children from inappropriate web content
cybersitter

Filtering software allows parents to add their own sites to block
cyberpatrol

Cyber Patrol monitors and manages online activity

If you need confidential advice

Confidential Help

If you are concerned about problem gambling, you can access free and confidential advice at begambleaware.org. 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