Sky Betting and Gaming General Terms & Conditions

This article outlines the terms and conditions that You agree to whenever You use any of the websites or apps offered by, register for an account with, and/or use any of the products or services offered by Sky Bet, Sky Vegas, Sky Casino, Sky Poker or Sky Bingo

Last Updated:5th February 24

In This Article:

Material Terms Summary
1. General Terms and Conditions and other important terms which apply to You
2. About us
3. Changes to these Terms and Conditions
4. Registering for and opening an Account (including what happens if You open more than one Account)
5. Information we collect about You and how it is used
6. Eligibility
7. Verification
7.5 Customers located in Great Britain, Northern Ireland, the Channel Islands and the Isle of Man:
7.6. Customers located in the Republic of Ireland and Gibraltar:
8. User ID and PIN
9. Deposits
10. Maximum Winnings Limits
11. Malfunctions, Errors and Interruptions
12. Withdrawals
13. Availability and Use of the Services
14. Placing a bet or wager
15. Refusing Your Bet or Wager
16. Prohibited Activities
17. Fraud and Cheating
18. Suspension/Closure of Your Account by Us
19. Closing Your own Account
20. Dormant Accounts
21. Events outside our control
22. Limitations and Exclusions of Our Liability
23. Chat Facilities
24. Intellectual Property
25. Promotions and offers
26. Contacting Us
27. Other important terms
28. Governing Law and Jurisdiction
29. Safer Gambling
30. Complaints and Player Dispute Resolution
31. Additional conditions for telephone
32. Keeping Your money safe

These Terms and Conditions (see Section 1.1below for how “Terms and Conditions” is defined) apply to You whenever You use any of the websites or apps offered by, register for an account with, and/or use any of the products or services offered by Sky Bet, Sky Vegas, Sky Casino, Sky Poker or Sky Bingo. The products and services that we offer (via our websites, tablet and mobile applications) are together referred to in these Terms and Conditions as the “Services” and references to “You” and “Your” are to You, as the end user of the Services. For more information about who “we” are, see Section 2 below.

Material Terms Summary

PLEASE READ THIS NOTE BEFORE YOU MOVE ON TO THE REMAINDER OF THESE TERMS AND CONDITIONS

It is important that You take the time to read and understand these Terms and Conditions because they affect Your rights and in some cases may result in You not being paid by us, or being excluded or prevented from playing with Us.

If You have any questions about anything contained within these Terms and Conditions or if there is anything You do not understand, please get in touch with us and we will be happy to answer Your questions.

Please in particular pay close attention to the Important Note that is directly below and then please read our Terms and Conditions carefully.

Important note: Everything contained within these Terms and Conditions is important and should be read by You, but we would like to draw Your attention in particular to the following sections and the important terms that they contain. These sections have the potential to seriously affect Your interests. You must read these sections themselves and not rely on the short summaries below.

• By registering for an Account, You are entering into a legally binding agreement: To use our Services, You must register and open an account with us. By registering an account with Sky Bet (www.skybetireland.org), You will enter into a legally binding agreement with us which incorporates the General Terms and Conditions, the rules for each of the products and services that we offer, and any applicable third party terms and conditions in respect of the use of their software. (See Section 1)
• You may only open 1 (one) Account:You may only register (1) one account with us. If we discover that You have opened more than one Account, we will have certain rights including the right to close Your Account(s), to void winnings, and to retain the positive balance on Your duplicate Account(s). (See Section 4)
• You must be 18 (eighteen) and meet other requirements to use our Services:You must be 18 (eighteen) years of age or older and meet the other eligibility and verification criteria to use our Services. (See Sections 4, 6 and 7)
• Information we collect about You:We collect and may use Your personal information in accordance with our Privacy Policy and Cookies Notice. (See Section 5)
• We need to complete verification checks before You can do certain things:We will need to complete our verification checks before allowing You to do certain things in connection with Your Account, including withdraw winnings from Your Account. (See Section 7)
• Maximum winnings limits apply to our Services:This means that, regardless of the amount You stake and no matter how much You appear to have ‘won’, You willonlybe entitled to receive up to the maximum winnings limit. The limits are:
• In relation to Sky Bet:or any sports betting transactions placed through the Services: other than as may be set out in relation to specific markets under the Sky Bet Market Rules, for any one calendar day (00:00 – 23:59) the maximum aggregate winnings shall be no greater than £500,000 (five hundred thousand pounds sterling) or the equivalent amount in Your chosen currency.
• In relation to each of Sky Vegas, Sky Casino, Sky Poker and Sky Bingo: other than progressive jackpot slot, table or instant win games, or where specifically advertised for a specific game or promotion, the maximum winnings for any one wager or gameplay transaction shall be no greater than £250,000(two hundred and fifty thousand pounds sterling) or the equivalent amount in Your chosen currency.(See Section 10)
• Withdrawing Your funds:You will usually be able to withdraw Your available real money balance at any time, but there are certain circumstances in which we will be entitled to delay or withhold withdrawals.(See Section 12)
• We will not tolerate fraudulent activity, cheating, or any other “Prohibited Activities”:If You do any of these things, we will have certain rights against You, such as suspending or closing Your Account, cancelling/voiding Your bets, and/or withholding winnings. You may also be required to compensate us if we suffer losses because of Your actions (See Sections 16, 17 and 18)
• Errors, Interruptions and Malfunctions:All our gambling software is tested carefully but computer software and systems are never perfect. Mistakes of odds and pricing can also be made in betting markets. If one of our products suffers a software error, or presents incorrect information to You such as incorrect terms or winnings, we have the right not to pay You out. This includes but is not limited to circumstances where the problem is not obvious to You and is only discovered by us when we check or verify the result of a transaction. (See Section 11)
• In certain circumstances, our liability to You is limited or excluded:When You play with us, it is important that You understand what we are liable for, when limits to our liability will apply (and what those limits are), and what we are not liable for. It is also important that You understand that we will not be liable to You under these Terms and Conditions, and nor do we owe You a duty of care in respect of, our compliance or non-compliance with any regulatory obligations that we may be under from time to time including those relating to so-called ‘safer gambling’ or ‘social responsibility’. (See Section 22)
• Our right of set-off:Sometimes we can set off the positive balance in Your Account against amounts that You owe to us, or use the Account balance to reimburse costs incurred as a result of any Prohibited Activity on Your part.(See Section 22.5)

1. General Terms and Conditions

1.1 By registering an account with Sky Bet (www.skybetireland.org) and by selecting the “Accept terms & create account” box when You register for such Account, You will enter into a legally binding agreement with us which is comprised of and includes:

• these general terms and conditions (“General Terms and Conditions“);
• the specific rules for each of the products and services that we offer (“Game Rules“) which are described and linked-to in Section 1.2 below;
• the specific terms and conditions that apply to any promotions that we may offer to new and existing customers from time to time (“Promotional Terms”); and
• any applicable third party terms and conditions in respect of the use of their software which are described in Section 13.9 and at Appendices A and B below (“Third Party Terms“).

The General Terms and Conditions, the Game Rules, the Promotional Terms, and the Third
Party Terms are together referred to as the “Terms and Conditions“.

2. About us

As we made clear in the ‘Important Note’ at the beginning of these General Terms and Conditions: notwithstanding our regulated status, we will not be liable to You under these Terms and Conditions, and nor do we owe You a duty of care in respect of, our compliance or non-compliance with any regulatory obligations that we may be under from time to time including those relating to so-called ‘safer gambling’ or ‘social responsibility’.

3. Changes to these Terms and Conditions

We may make changes to these Terms and Conditions from time to time (for example, we may do this in order to comply with a change in applicable law or a change in our regulatory obligations (noting the point in the ‘Important Note’ at the beginning of these General Terms and Conditions re. that fact that we will not be liable to You under these Terms and Conditions, and nor do we owe You a duty of care in respect of, our compliance or non-compliance with any regulatory obligations that we may be under from time to time including those relating to so-called ‘safer gambling’ or ‘social responsibility’), or to accommodate changes in the Services we offer or our business practices). We will notify You of any material changes to these Terms and Conditions by providing a prompt with a link to the revised terms on our websites. Your continued use of the Services following such notification will be deemed binding acceptance of the changes. If any change is unacceptable to You, You should stop using the Services. It is Your responsibility to review the Terms and Conditions and any amendments to them each time You use the Services.

4. Registering for and opening an Account (including what happens if You open more than one Account)

4.1 To use our Services, You need to register and open an account with us (“Account“). You can open an Account by clicking the “Join/Register” link on our websites or mobile and tablet applications. There are no set-up charges for opening an Account with us. When You open Your Account, You will be asked to provide certain personal information, including (but not limited to) Your first and last name, postal address, email address, date of birth and telephone number. You must ensure that the details You provide at registration are accurate and are kept up to date. You can change some of Your details at any time by editing Your Account preferences using the facility provided on our websites. For further information about our collection and use of Your personal information, please refer to our Privacy Policy and Cookies Notice (see Section 5 below).

4.2In order to open an Account with us, You must fulfil our eligibility criteria and pass our anti-money laundering and verification checks (the “Requirements”) as described in Section 6(Eligibility) and Section 7(Verification) below. You must at all times continue to satisfy the Requirements, while You have an active Account with us.

4.3You can only register 1 (one) Account with us, which can then be used across all of our Services. If You open more than one Account, each such additional Account will be classified as a “Duplicate Account“. If we discover that You hold one or more Duplicate Accounts, we reserve the right (in respect of each Duplicate Account):

• 4.3.1 to close the Duplicate Account, leaving You with only the original Account (unless we have reason – for example if You have deliberately or fraudulently opened more than one active Account – to closeallof Your Accounts (i.e. including the original Account)) and to treat all bonuses and free bets, and all winnings accrued from such bonuses and free bets, obtained using the Duplicate Account as void;
• 4.3.2to void all future bets/wagers made on the Duplicate Account; and
• 4.3.3to retain the positive balance of the Duplicate Account.

4.4 You must provide us with accurate information in relation to Your Account. It is Your responsibility to inform us of any changes to Your personal details which may impact on the use of Your Account (e.g. a change of address or new bank card details). If any of these details change, please notify us using: (1) the facility provided on our websites or mobile and tablet applications; or (2) via the contact centre.

4.5We are entitled to refuse to open an Account for any reason, including failure to meet the Requirements. Unless we’re entitled to withhold funds under these Terms and Conditions, we will refund any sum provided on deposit in respect of the failed Account registration by the method of payment You used to make the relevant deposit and, if any bets or wagers have been placed, we reserve the right to void all such bets or wagers.

4.6Any bets or wagers placed via Your Account must be for Your own benefit and not for the benefit of any third party.

5. Information we collect about You and how it is used

We process information about You in accordance with our Privacy Policy and Cookies Notice. Our Privacy Policy and Cookies Notice forms part of these Terms and Conditions and contains information about the types of information we collect from and about You, and what we do with that information, including who it may be shared with and why.

6. Eligibility

6.1You must be 18 (eighteen) years of age or older to use the Services. By registering with us, You confirm that You are aged 18 (eighteen) or older. Underage gambling is a criminal offence. See Section 7.3 below for more information about what happens if we discover that You are underage.

6.2Access to certain Services may not be legal for residents of, or persons located in, certain countries. We do not intend that the Services be used by persons in countries in which such activities are illegal. Our Services do not constitute an offer, solicitation or invitation by us for the use of, or subscription to, betting, gaming or other services in any jurisdiction in which such activities are prohibited by law. In particular, residents of or persons located in the United States and its territories must not use any of the Services. We currently only accept customers based in any of the following countries: United Kingdom; Republic of Ireland; Gibraltar; Isle of Man.

6.3If You access any of the Services from a country other than one of the Accepted Countries or from a country other than the one specified as Your country of residence in the customer registration procedure, it is Your responsibility to check that accessing and using the Services are not prohibited and/or restricted by local laws. We accept no liability if Your deliberate or accidental use of our Services is in contravention of the laws of the country in which You are located and we may also void, suspend and block all of your accounts and/or betting activity or take any other action we deem necessary.

7. Verification

7.1We reserve the right to ask for proof of age and/or address from You as further described below in this Section, and we may suspend or restrict Your Account until You provide the requested documents.

7.2By registering for an Account, You authorise us to conduct any identification, credit or other verification checks that we may require (either for our own purposes or as required by applicable law or a regulatory body), including (but not limited to) checking any or all of the details You provide when registering or changing Your Account details (e.g. when You update the payment method linked to Your Account). In particular, we may verify that You are 18 (eighteen) years of age or older and that You are resident in the country in which You say You are resident. You agree to provide us with any information we may reasonably need in relation to such checks.

7.3If we discover (after You have successfully registered and opened an Account) that You are under 18 (eighteen) years of age, Your stakes will be returned to You, all bets will be voided, and we may make a report to the relevant regulatory or law enforcement authorities.

7.4We may supply the information that You have given us to authorised credit reference agencies, who may check the details we provide against any databases (public or private) to which they have access and may keep a record of that check. We may share information with credit reference and fraud prevention agencies for use in credit decisions, identification checks and for fraud detection and prevention purposes. We will process the personal information which You provide in connection with Your registration in accordance with our Privacy Policy.

7.5 Customers located in Great Britain, Northern Ireland, the Channel Islands and the Isle of Man:

7.5.1 You will not be permitted to deposit, withdraw or gamble until we have verified Your name, address and DOB in accordance with our internal verification requirements and regulatory obligations.

7.5.2Following verification of Your name, address and DOB in accordance with our internal verification requirements and regulatory obligations, You will be permitted to deposit up to £1500 (one thousand five hundred pounds sterling) within the first 30 (thirty) days following registration, but no withdrawals will be permitted until You have been fully verified in accordance with our internal verification requirements and other regulatory obligations.

7.5.3 Your Account will be restricted if You have not been fully verified in accordance with our internal verification requirements and other regulatory obligations following the 30-day period referenced above, and You will not be able to deposit, withdraw and/or gamble through the Account.

7.5.4If and when Your Account has been fully verified in accordance with our internal verification requirements and regulatory obligations, You will be able to deposit funds freely and withdraw funds at any time (subject to the restrictions described in Section 12.1 below).

7.5.5.You will be advised of any restrictions applicable to Your Account and documents which need to be provided in order to be fully verified, prior to Your first deposit and following each login.

7.5.6If You are not advised of any restrictions or required documents, but we have been able to fully verify Your Account, You will be able to deposit, gamble, and (subject to the restrictions described in Section 12.1 below) withdraw.

7.6. Customers located in the Republic of Ireland and Gibraltar:

• 7.6.1 You will not be permitted to deposit or gamble until You have provided evidence of Your identity and Your address in line with these Terms and Conditions and our reasonable requirements;
• 7.6.2Your Account will be suspended if we are unable to complete verification and/or confirm Your details (including, without limitation, that You are 18 (eighteen) years of age or older). You will not be permitted to deposit, withdraw and/or gamble until our age and any other identity verification checks have been successfully completed to our reasonable satisfaction.

7.8We are entitled to request any documentation reasonably required in order to meet our legal and regulatory requirements or comply with our internal fraud prevention procedures, should circumstances dictate.

8. User ID and PIN

8.1 When You register with us, You will need to choose a unique User ID and PIN for Your Account. Once You’ve set Your User ID, we’re unable to change it for You. If You wish to change Your PIN, You may do so within the “My Account” section of Your Account.

8.2You may not under any circumstances allow any other person to use Your Account. It is Your responsibility to maintain the confidentiality and security of Your Account information and in particular to ensure that You do not reveal Your User ID and PIN to anyone else. We are entitled to assume that all activity that takes place on Your Account when Your User ID and PIN have been entered correctly is valid and has been undertaken by You, whether or not such activity has in fact been undertaken by You. We shall not be liable for any claims in the event that You disclose Your User ID and PIN to anyone else or where Your negligence or deliberate act has contributed to such third party access to Your Account.

8.3If young persons are sharing or have access to Your devices, we recommend that You install parental control software.

8.4You should change Your PIN on a regular basis via the link on our websites and/or mobile and tablet applications. You must notify us of any unauthorised use of Your Account as soon as You suspect it or otherwise become aware of it.

8.5If You repeatedly enter Your PIN incorrectly, Your Account will be locked for security purposes. If You lose or forget Your User ID and/or PIN You can retrieve the details or, if You need to, unlock Your Account using the tools provided on our websites and/or mobile and tablet applications. Alternatively, You can contact our Customer Care Team by telephone, live chat or email and (subject to passing security and verification checks) we will reset Your User ID and/or PIN for You.

8.6If You suspect that someone else has obtained Your User ID or PIN, You must contact our Customer Care Team immediately using the contact details set out in Section 26 below.

9. Deposits

9.1To make a deposit, click on the “Deposit” link of any of our websites or the mobile and tablet applications or call our Customer Care Team. It is also possible to deposit funds whilst playing a game such as Poker or Roulette. To do so, click the “Account” or “Cashier” button within the game window and follow the onscreen instructions to enter the amount You wish to deposit, which payment method You wish to deposit from, Your security credentials requested and then click on the deposit button to process the payment.

9.2All amounts paid into Your Account must be paid by debit card (Visa Debit, Maestro, Mastercard or Visa Electron) or using an online payment service (e.g. PayPal and other providers we may accept). Deposits may be subject to Your bank and/or payment provider’s authorisation and we accept no liability where this is not provided. For the avoidance of doubt, You can no longer pay any amounts into Your Account by credit card (e.g. Mastercard, Visa) by any means including by way of any credit card registered with an online payment service (e.g. PayPal, Apple Pay, Google Pay or other such providers).

9.3When using a debit card or online payment service, You must make sure that the name on the card or payment service is the same as the name registered for Your Account. We are entitled to assume that You are using Your own funds and we accept no liability where that is not the case.

9.4The maximum number of payment methods that may be registered on Your Account at any given time is three (3) debit cards and one of each online payment service. To change Your payment method, please use the facility provided on the websites and/or mobile and tablet applications or contact our Customer Care Team.

9.5We operate a “Net Deposit” policy, as described in Section 12.4 below. You can only remove a payment method from Your Account if the Net Deposit on all payment methods is zero (or below) or such other amount as we may specify from time to time. If You no longer have the payment method that has “Net Deposits” on Your Account then please contact our Customer Care Team and, depending on whether You have added a replacement to Your Account and the outcome of a number of routine security checks, we may be able to remove the payment method from Your Account. Please be advised that in some cases we may require additional documentation confirming that the payment method is no longer active before we can remove the payment method.

9.6All deposits must be in the currencies available on the Services from time to time, which currently includes British Pounds Sterling and Euros.

9.7The minimum deposit is £30 (ten pounds sterling) for PayPal. The minimum deposit for all other payment methods is £5 (five pounds sterling) or the equivalent amount in Your chosen currency.

9.8We reserve the right, acting reasonably, to change the minimum deposit amounts from time to time without prior notice. We will publish any such change on our websites.

9.9We will never charge You for making a deposit. However, certain banks may charge if they classify the deposit as a “cash” transaction or impose additional banking charges or overdraft fees. Please ask Your bank for more details.

9.10Your deposit will be available in Your Account as soon as Your bank authorises the amount You choose to deposit. Deposits will usually show as “www.skybetireland.org” on Your bank statement.

9.11Funds in Your Account do not bear interest and are deemed to be advance payments for intended transactions.

9.12We are not a bank and monies deposited with us are held in a normal bank account in the name of Bonne Terre Limited. Please see Section 32 (Keeping Your Money Safe) for more information.

9.13 You may only deposit money in Your Account for the purposes of using such money in genuine gameplay on our Services.

10. Maximum Winnings Limits

10.1 As we made clear in the ‘Important Note’ at the beginning of these General Terms and Conditions, maximum winnings limits apply to our Services and these limits apply regardless of stake.

The maximum winnings for each Account shall be as follows:

• 10.1.1in relation to Sky Bet or any sports betting transactions placed through the Services: other than as may be set out in relation to specific markets under the Sky Bet Market Rules, for any one calendar day (00:00 – 23:59) the maximum aggregate winnings shall be no greater than £500,000 (five hundred thousand pounds sterling) or the equivalent amount in Your chosen currency; and
• 10.1.2 in relation to each of Sky Vegas, Sky Casino, Sky Bingo or Sky Poker: other than progressive jackpot slot, table or instant win games, or where specifically advertised for a specific game or promotion, the maximum winnings for any one wager or gameplay transaction shall be no greater than £250,000 (two hundred and fifty thousand pounds sterling) or the equivalent amount in Your chosen currency.

11. Malfunctions, Errors and Interruptions

11.1 We try hard to provide You with a high-quality betting and gaming platform, but we cannot guarantee that the Services will at all times perform correctly. Various kinds of mistakes and errors can occur – technical, human and otherwise – and You understand and agree that we can only provide the Services to You, and You must accept them, in the condition that we make them available from time to time.

11.2In this Section 11 we set out a description of the things that can go wrong and the rights that we have in such events. In Section 22 below we set out how we will not be liable to You when these (and other) things go wrong. You should be aware however that these Sections do not override or cancel out any rights that You may have under consumer laws and regulations and we do not intend that they should.

11.3 Below are some key definitions to help You understand this Section:

A “Malfunction” refers to where an automated process fails to operate as designed or intended, for example where a piece of computer software produces a deviation from its intended performance specifications or parameters, or where two pieces of software fail to interface or communicate with each other in the manner intended or designed, in either case so as to produce a result which is not the result that was intended or designed. These malfunctions may or may not be apparent to us or to You and they may only come to light as and when settlement instructions, game outcomes, winnings or cashouts are investigated and analysed retrospectively.

An “Error” refers to a mistake or error that is not exclusively technical, for example the mistaken posting of incorrect odds, the offer of incorrect prices or terms for participation in a promotion or gambling opportunity. Errors can arise from human mistakes, administrative, operational or systems failures and combinations of all of these. For example, a bet might be offered mistakenly at a price that is substantially out of the market or a promotion designed to offer a £5 (five pounds sterling) return might mistakenly advertise a £50 (fifty pound sterling) return or the pay-tables advertised for a product may mistakenly fail to reflect the true payment configuration of the product.

An “Interruption” refers to an interruption in a gambling transaction for any reason, for example an interruption caused by the failure of the internet or connectivity, or severe latency in communications, or technical failure due to some disaster or unforeseen event.

11.4 Where any of the above occur, we will deal with them as described below and it is important that You understand and agree to the following before You use the Services, as we made clear in the ‘Important Note’ at the top of these General Terms and Conditions:

Malfunctions

11.5 If as a result of a Malfunction, Your Account is credited with winnings that You would not have received were it not for that Malfunction, we will have the right to void the relevant transaction and withhold the relevant winnings. This applies even if the relevant gambling product could have produced the same or similar amount of winnings without the intervention of the Malfunction and it applies whether the Malfunction was apparent to You or to us or not. If You have withdrawn any such winnings, You agree that You will pay them back to us as and when we ask You to.

11.6. Where any Malfunction is or becomes apparent or obvious to You or You suspect that a Malfunction may be occurring, You agree that You will cease Your use of the relevant Service(s) immediately,and will report it to our Customer Care Team immediately.

Errors

11.7 In the event of an Error, the same applies as for Malfunctions, as set out above.

11.8Where any Error is or becomes apparent or obvious to You or You suspect that an Error may be occurring, You agree that You will cease Your use of the relevant Service(s) immediately, and will report it to our Customer Care Team immediately.

Interruptions

11.9 Our priority is to ensure that we deal with Interruptions in a way that is fair and does not systematically disadvantage our customers.

11.10In relation to betting: we reserve the right to suspend betting markets, void bets and return stakes to customers.

11.11In relation to gaming

• where an Interruption occurs after we receive notification of Your gamble and where You can have no further influence on the outcome of the event or gamble, the results of the gamble will stand;
• where an Interruption to a single-participant single stage event occurs before an outcome has been generated we will return Your stake to Your Account;
• for games where there are multiple stages or decision points we will take all reasonable steps to restore the game to its last known state prior to the Interruption to enable You to complete the game;
• for games with multiple participants (equal chance or otherwise) we will deal with these as seems fairest to us (acting reasonably) on a case-by-case basis; and
• for games that are progressive jackpots, progressive jackpot values will be restored to their pre-failure state to the extent it is within our control and not the games provider.

12. Withdrawals

12.1 You may withdraw the available real money balance in Your Account at any timeprovided that

• 12.1.1all payments made into Your Account have been confirmed as cleared and have not been charged-back, reversed or otherwise cancelled;
• 12.1.2we have completed any verification checks to our reasonable satisfaction. Where we have requested information from You to carry out these checks, any delay in providing this information may cause delay when withdrawing funds; and
• 12.1.3there is currently no ongoing, or completed, review:

A. into an Error, Interruption or Malfunction (as those terms are defined in Section 11 above) involving a gaming product which You have played or participated in; or

B.where we have reasonable grounds to believe You may have engaged in a Prohibited Activity (as defined in Section 16.2 below), and in both these cases in a) and b) above You acknowledge and understand that, as we made clear in the ‘Important Note’ at the beginning of these General Terms and Conditions, we ultimately reserve the right to void any affected transactions, withhold winnings and (in the case of Prohibited Activities) close Your Account with us.

12.2 Funds will remain in Your Account unless and until You submit an online request for an amount up to the outstanding balance to be transferred to the debit card or online payment service with which You originally deposited monies in Your Account.

12.3To withdraw funds from Your Account, visit the My Account section, or call our Customer Care Team.

12.4We operate a “Net Deposit” facility as part of our regulatory requirements and to combat money laundering, card theft and fraud. This means that You can only withdraw funds using the payment method with which those funds were originally deposited. When You are ready to withdraw funds You will see a “Net Deposit” amount next to each payment method registered on Your Account, which will reflect the transactions carried out with that particular payment method over the previous 150 (one hundred and fifty) days. The “Net Deposit” amount is calculated by subtracting Your total withdrawals from Your total deposits for that payment method, meaning that You can only withdraw funds back to the payment method they came from. Where all Your “Net Deposits” are zero (or below), You will be able to withdraw any extra funds in Your Account back to any registered payment method. For an example of how “Net Deposits” work. For the avoidance of doubt, if You have previously deposited funds in Your Account using a credit card, You will no longer be able to withdraw funds using such credit card but You may withdraw those funds back to any other registered payment method. If You experience any difficulties, please contact our Customer Care Team.

12.5Once You have submitted a withdrawal request and provided that none of the situations described in Section 12.1 apply, You will receive a confirmation message that the transfer has been actioned and the balance of Your Account will then clear to zero or the balance of the amount not withdrawn.

12.6When withdrawal requests are actioned (i.e. provided that none of the situations described in Section 12.1 apply), the relevant funds will usually leave us within 2 hours on the same working day on which such withdrawal was requested and will be credited to the debit card or online payment service that You have registered with us. These funds will be subject to a clearance period determined by the card issuing bank (normally same day if supported by the receiving bank, otherwise 2-5 working days) or online payment service (normally same day).

12.7The standard minimum withdrawal amount is £10 (ten pound sterling, or its equivalent in another currency) as may be amended from time to time. However, customers who have a real money balance lower than this minimum can contact our Customer Care Team in order to withdraw the full balance amount. Please note that Your bank or card provider may also have restrictions on the maximum aggregate amount You can withdraw, meaning if You wanted to withdraw greater than this maximum amount You would need to contact us and provide any relevant documents we require to facilitate Your request.

12.8We reserve the right to change the minimum and maximum withdrawal amounts at our reasonable discretion. We will publish any such changes on our websites in accordance with Section 3 above.

12.9 We do not make a charge for withdrawals to online payment services, UK debit cards or to international Visa cards issued in non-restricted countries. Please consult Your card-issuer for a list of relevant non-restricted countries. We do not allow any transfer of funds between our customers’ Accounts.

12.10You are responsible for reporting Your winnings and losses if such reporting is required by Your local law or tax authorities. It is Your responsibility to pay any tax or levy due on any winnings paid to You by us.

13. Availability and Use of the Services

13.1 We reserve the right to suspend, modify, remove and/or add products to the Services at our reasonable discretion on prior notice to You wherever possible, however some amendments to products or the Services may be required to be made with immediate effect and without notice.

13.2You must not misuse the Services by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to: our websites; the servers on which our websites are stored; or any server computer or database connected to our websites or mobile and tablet applications. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing Your identity to them.

13.3You agree that You will not use the Services in any way that may lead to the encouragement, procurement or carrying out of any criminal or unlawful activity, or cause distress, harm or inconvenience to any other person.

13.4You agree that You will not use the Services in any way other than for Your personal use and for Your own benefit. Any bets or wagers placed through Your Account that are not for Your own benefit (including for the avoidance of doubt placed in connection with any bet management or brokerage service) are forbidden unless agreed by us (in writing) in advance.

13.5You agree not to give any indication that You have any commercial relationship with us or that You are our agent.

13.6The information which we or third parties provide (including results, statistics, fixture lists, odds and betting figures) on our websites and Services is for Your personal use only and the distribution or commercial exploitation of such information by You is strictly prohibited. We do not give any commitment or warranty in relation to the uninterrupted provision of such information, its accuracy or the results obtained through its use. No information which we or third parties provide on our websites and Services is intended to amount to advice or recommendations and is provided for information purposes only.

13.7You are fully aware that there is a risk of losing money when gambling and You are responsible for any such loss.

13.8We do not guarantee which products will be available on our Services. The Services are provided on an ‘as is’ and ‘as available’ basis. Whilst we use reasonable efforts to ensure that our Services run smoothly, we cannot promise that the Services will be free from errors or omissions nor that they will be available uninterrupted and/or in a fully operating condition. We refer You to Section 11 above for more information about Errors, Interruptions and Malfunctions.

13.9In order for You to use certain Services, it may be necessary to provide You with software provided by a third party. The provider(s) of such software may require You to agree to additional terms and conditions governing the use of their products including: (i) individual game supplier rules in respect of the games on our Sky Vegas Services; (ii) Playtech Software Limited in respect of our Sky Bingo Services (see Appendix A); and (iii) Playtech Software Limited in respect of our Sky Casino Services (see Appendix B). If You do not accept those third party terms and conditions, You may not use the relevant third party software. You may not interfere with, modify or reverse engineer any software provided to You by us or any third party. We do not accept any liability in respect of any third party software.

13.10We receive commentaries, news feeds, scores and other content from a number of third parties, which may carry terms and conditions governing their use. We do not accept any liability in respect of such content. Where the Services link to third party websites, content and resources this does not constitute an endorsement by us of that third party’s website or their products or services and we do not accept any liability in respect of Your use of such sites.

13.11When using the Services, You are gambling via an electronic form of communication and consequently You should be aware that:

• 13.11.1You may be using a connection or equipment which is slower than such equipment used by others and this may affect Your performance in time critical products (e.g. in-play betting); and
• 13.11.2You may encounter system flaws, faults, errors or service interruption caused by unexpected flaws, faults or errors in the software, hardware or networks used to provide the Services – we refer You to Section 11 above for more information about Errors, Interruptions and Malfunctions.

14. Placing a bet or wager

14.1You may only place a bet or wager up to the value of the cleared funds in Your Account. We do not offer any credit.

14.2We only accept bets or wagers made online (including via our mobile and tablet applications). Bets and wagers are not accepted in other way, including by email, post or fax, and will not be valid if received in such a way.

14.3It is Your responsibility to ensure that the details of Your bet or wager are correct. Once a bet or wager has been confirmed by us, You may not cancel or change it without our consent. If You’ve placed a bet or wager and wish to cancel or change it, please contact our Customer Care Team before the event has started and we will consider Your request, although any decision will be at our reasonable discretion.

14.4Bets or wagers made online or via our mobile and tablet applications are not guaranteed unless You receive an on-screen receipt from us which is confirmation that the bet or wager is accepted. The process for placing bets and wagers may vary depending on the applicable Game Rules but in any event a bet or wager will only be valid where You receive confirmation from us of the details of the bet or wager and that the bet or wager has been accepted.

14.5We reserve the right to limit the maximum amount a customer may place on any market, bet or wager at our discretion.

15. Refusing Your Bet or Wager

15.1 We reserve the right to refuse all or any part of a bet or wager.

15.2We are a member of the International Betting Integrity Association (“IBIA”), a non-profit making organisation that monitors irregular betting patterns and possible instances of event manipulation. We are a full participant in IBIA’s early warning system which seeks to identify such betting patterns.

15.3In the event of a warning being received by us in relation to irregular betting patterns and possible instances of event manipulation (from IBIA or otherwise), we reserve the right, at our reasonable discretion, to:

• 15.3.1suspend our offering on any event or series of events in any of our markets; and
• 15.3.2 delay and/or withhold payment on any event or series of events until the integrity of such event or series of events has been confirmed;
  • by the relevant sports federation via IBIA (where applicable); or
  • by us using our reasonable discretion.

15.4 Further, in the case of active event manipulation being confirmed as having taken place on any event or series of events (by IBIA acting in conjunction with the appropriate sports governing bodies or by any other means), we reserve the right, in our reasonable discretion, to suspend any bets placed on such events, either by any individual identified as having possessed insider betting knowledge or information or by any other individual who in our reasonable opinion is connected to, acting in conjunction with, or in any way involved with such individual or the event manipulation.

16. Prohibited Activities

16.1 You may only use the Services, including Your Account, for lawful gambling in accordance with these Terms and Conditions. You may not engage in any activity which we define below as a “Prohibited Activity” and You acknowledge and understand that the consequences of You doing so, as we made clear in the ‘Important Note’ at the beginning of these General Terms and Conditions, may include the voiding of any relevant transactions, the withholding of any winnings, and the suspension and/or closure of Your Account.

16.2The following activities are prohibited:

• 16.2.1 any form of fraudulent or illegal activity, cheating, or any other activity prohibited under Section 17 below;
• 16.2.2 if the name registered on Your Account does not match the name on the financial/bank account and/or the debit card(s) used to make deposits on that Account;
• 16.2.3 if You appear in our reasonable judgement to be depositing or withdrawing money or otherwise using the Services without genuine play;
• 16.2.4 if You are located in any territory or country in which the accidental or deliberate access oruse of the Services isillegal or in jurisdictions from which we do not accept customers, including if You are using a VPN to disguise Your location or to bypass any measures we may use to prevent or restrict access to the Services;
• 16.2.5 if we have received a “charge back” and/or a “return” notification via a deposit mechanism used on Your Account;
• 16.2.6 if You use the Services other than for Your personal and recreational use;
• 16.2.7 if You provide incorrect or misleading information while registering for an Account (except where You provide any incorrect or misleading information in order to pass relevant age-verification checks, which situation will be dealt with as described in Section 7.3 above)
• 16.2.8 if You allow (whether intentionally or unintentionally) someone else to use Your Account;
• 16.2.9 if You have deliberately or fraudulently opened or are using one or more Duplicate Account(s);
• 16.2.10 if You make or attempt to make a bet or wager when Your Account has insufficient cleared funds;
• 16.2.11 if we become aware that You have played at any other online gambling site or services and, in connection with the same, are suspected of fraud, collusion (including in relation to charge-backs), cheating or unlawful or improper activity;
• 16.2.12 if we discover that You are deliberately or accidentally accessing the Services from a country other than one of the Accepted Countries orin contravention of the laws of the country where You are located;
• 16.2.13 if You become bankrupt, if You do not make payment of a court judgement on time,if You make an arrangement with Your creditors, or if any of Your assets are the subject of any form of seizure or if analogous proceedings are brought in relation to You anywhere in the world;
• 16.2.14 if You breach the rules of our chat facilities (see Section 23 below);
• 16.2.15 if You engage in any abuse and/or harassment of our staff; or
• 16.2.16 if You seriously breach the Terms and Conditions in some other way.

17. Fraud and Cheating

17.1 We will not tolerate any form of fraudulent activity or cheating. We consider the following to be fraudulent activity or cheating:

• a.identity fraud;
• b. payment fraud;
• c. money laundering;
• d. third party funding;
• e. forgery;
• f. using stolen or fraudulent payment details;
• g. collusion with other individuals;
• h. utilisation of software to gain an unfair advantage;
• i. so-called ‘chip dumping’ (the act of intentionally losing chips or money to another player at the table);
• j. exploitation of Errors, Malfunctions or Interruptions;
• k. betting on fixed sporting events; or
• l. insider information.

17.2 You may not in any way interfere, interrupt, attempt to interrupt, or attempt to manipulate the operation of our Services or the normal play of any of our products. In particular, You may not use or attempt to use any artificial intelligence, automated players (bots) or player assistance software – You may play personally via the interfaces provided by us only.

17.3Collusion between You and any of our other customers, as determined at our reasonable discretion, by sharing “hole” cards or by any other methods is strictly forbidden. To detect collusion, we use sophisticated software to analyse hands, game play history and suspicious activities. Our system monitors card history, betting patterns, player history and gameplay, including all bets, for all customers, up to and including the last round of betting where applicable. We also look at various other sources of information as part of our anti-collusion checks. We reserve the right, in addition to other measures, to restrict seating and/or to prohibit customers from playing at a particular poker table or in a tournament, including restricting two or more customers from playing together at the same table or in the same tournament and You agree to cooperate fully with us in respect of such measures and to investigate any such activity.

17.4Where we reasonably believe that “match-rigging” has taken place, either as a result of the size or volume of bets received, or from other evidence (including where You are suspected of improper activity with any other online gambling site or services), or where the integrity of an individual event is called to question, we reserve the right to withdraw an offer, temporarily withhold payment and ultimately to declare bets on that event void.

17.5 We strictly prohibit the use of any third party external player assistance programs or software (“EPA Programs“) which are designed to provide an “Unfair Advantage” to customers. EPA Programs include computer software, websites, subscription services and non-software-based databases, systems or profiles which are used by customers in connection with our Services. An “Unfair Advantage” means any instance in which a customer accesses or compiles information on other customers (including the tracking of customers through the use of such automated software) beyond that which the customer has personally observed through the customer’s own game play (other than information or services provided to customers directly by us) and/or otherwise exploits or participates in the exploitation of a fault, loophole or error (including any Error, Malfunction or Interruption as defined in Section 11 above) in our or any third party’s software and uses it to the disadvantage of us, the game play or other customers.

17.6You agree that we may take steps to detect and prevent the use of prohibited EPA Programs. These steps may include, but are not limited to, examination of software programs running concurrently with our software on Your computer. You agree that You will not attempt to bypass, interfere with, or block such steps, including, without limitation, the use of third party software that bypasses, interferes with, or blocks such steps.

17.7 We reserve the right to withdraw your ability to cashout bets and/or use Acca Freeze tokens at any time at our reasonable discretion on prior notice to You wherever possible. However, where we have reasonable grounds to believe that any form of fraud or cheating has taken place, the functionality may be amended or withdrawn without notice, on a temporary or permanent basis.

18. Suspension/Closure of Your Account by Us

18.1 If we have reasonable grounds to suspect that You have engaged in any Prohibited Activity, we may suspend Your Account (including freezing both your stake and winnings for any relevant bet/s) without notification, and Your Account will remain suspended while the matter is investigated. You agree to cooperate fully with any such investigation. Your funds cannot be accessed or withdrawn during periods of suspension, and any balance will remain in the Account.

18.2If our investigation results in our decision (acting reasonably) that the issue has been resolved to our satisfaction, we may lift the Account suspension. If our investigation results in our decision (acting reasonably) that You have engaged in any Prohibited Activity, we may restrict or permanently close Your Account. In these circumstances, Your details may be passed on to any applicable regulatory authority or any other relevant external third parties.

18.3We may also from time to time be required by a competent authority to restrict, suspend or close Accounts for legal or regulatory reasons. Such restrictions, if applicable, may affect Your use of Your Account.

18.4 We reserve the right at our reasonable discretion, to close Your Account and/or void any bets or stakes where, based on the information relating to Your gambling activity, we have made the decision to no longer offer our Services to You.

18.5Any balance in Your Account at the time of any closure by us will be paid back to You,except that

• 18.5.1if You have engaged in illegal activity, we are under no obligation to refund to You any money that may be in Your Account; and
• 18.5.2 If we discover or determine (acting reasonably) that You have participated in any Prohibited Activities then we may withhold all or part of the Account balance and/or recover from Your Account deposits, pay-outs, bonuses, and/or any winnings (if/as applicable) that are attributable to those Prohibited Activities.

18.6You agree to compensate us for any costs, charges or losses sustained or incurred by us arising from any Prohibited Activities on Your part.

19. Closing Your own Account

19.1 You have the right to close Your Account at any time. More information about how you can close.

19.2 You remain responsible for activities using Your Account until it is closed. Confirmation of the Account closure will be provided on-site. Unless we are entitled to withhold funds under these Terms and Conditions, You need to withdraw the remaining funds before closing the Account or contact our customer service team to withdraw the funds.

19.3 Any negative balance on Your Account will fall immediately due and payable to us and Your Account will be closed only when this amount has been fully repaid. If you have any unsettled bets on Your Account at the time of Your Account closure, these bets will stand (unless we’re entitled under these Terms and Conditions to cancel/void them) and You can contact us to collect any winnings arising from such standing bets, which we will do unless we’re entitled under these Terms and Conditions to withhold all or part of such winnings.

20. Dormant Accounts

20.1 We will deem an account to be “dormant” after a period of 24 (twenty four) months of inactivity.

20.2We will contact You prior to Your Account being deemed dormant, and You may reactivate a Dormant Account at any time by logging into that Account.

20.3 Should Your Account become dormant through lack of use, we will continue to contact You (where You have “opted-in”) with promotional messages until such time as You instruct us to stop. However, we will also contact all Account holders periodically to advise of any Account balance. Note we do not charge any Dormant account fees.

20.4 After a period of no less than 24 (twenty four) months of Account inactivity we reserve the right to reclassify any positive balance in the Dormant Account. We will provide notice via email or letter at least 30 (thirty) days before any such reclassification is made, except where these Terms and Conditions permit us to withhold payment.

20.5 Subject to Section 20.6, Your right to the Dormant Account balance will remain unaffected by such reclassification and, if and then You contact us seeking a refund of such balance, we shall process such refund unless we’re entitled to withhold any or all of such balance under these Terms and Conditions and subject to our legal and regulatory obligations.

20.6 Please note, Your Account will be deleted following the time period of 7 (seven) years of consecutive inactivity if You have played on Sky Bet, Sky Vegas, Sky Casino, Sky Bingo, Sky Poker, Fantasy Football, Super 6, Six-A-Side or ITV 7 racing. Upon deletion of Your Account, we will no longer retain Your personal details and as such we are unable to continue to offer a Dormant Account balance refund.

21. Events outside our control

21.1 We are not responsible for any events beyond our reasonable control. Such events might include network failures, malfunctions to our systems or third party systems, war, terrorist activity, riots, malicious damage, fire, flood, storm, nuclear accident or compliance with any new law or governmental order, rule, regulation or direction.

21.2We may also suspend or cancel the Services or any part of the Services if, despite making reasonable efforts to do so, we are not able to provide that part of the Service to You as a result of events beyond our reasonable control.

22. Limitations and Exclusions of Our Liability

22.1 Nothing in these Terms and Conditions is intended to, or will, exclude or limit our liability for:

• 22.1.1fraud or for death or personal injury resulting from our negligence;
• 22.1.2breach of Your statutory rights as a consumer, or
• 22.1.3for any other liability which we may not limit or exclude under applicable law.

22.2 As we made clear in the ‘Important Note’ at the beginning of these General Terms and Conditions, we will not be liable to You under these Terms and Conditions, and nor do we owe You a duty of care in respect of, our compliance or non-compliance with any regulatory obligations that we may be under from time to time including those relating to so-called ‘safer gambling’ or ‘social responsibility’.

22.3Subject always to Section 22.1 above and save in respect of any winnings due to You in accordance with these Terms and Conditions (noting in particular our right to cancel/void winnings in the event of Errors, Malfunctions or Interruptions (see Section 11 above), the maximum winnings limits described in Section 10 above, and our right to withhold funds in certain circumstances including under Section 12.1 and 18.6 above), our maximum liability to You under these Terms and Conditions in relation to any one incident or series of related incidents is limited to the greater of:

• 22.3.1where such liability relates to a specific bet or wager, the amount of the applicable stake made by You in respect of such bet or wager; or
• 22.3.2 £2,000 (two thousand pounds sterling).

22.4 Subject always to Sections 22.1 and 22.2 above, we will not be liable under these Terms and Conditions for any loss that could not have been reasonably expected by You and us at the time You register for an Account or at the time You enter into a transaction for Services (such as any loss of income, business or profits or any information which is lost or corrupted) or for any other damage or loss which are deemed or alleged to have arisen out of or in connection with Your use of the Services. In particular, we will not be liable for any damage or loss suffered or incurred by You as a result of:

• 22.4.1any use by You of our Services in breach of these Terms and Conditions (including any Prohibited Activity on Your part);
• 22.4.2 failures caused by the equipment You use to access our websites, call centre or mobile and tablet applications or failures in any network (including failures by Your internet service provider);
• 22.4.3 any incomplete, lost or delayed transactions (including as a result of technical failure);
• 22.4.4 damage to Your equipment (e.g. desktop, laptop, mobile, smartphone, tablet, games console or other internet-enabled device) or for any loss or corruption of data that results from Your use of our websites or mobile and tablet applications (and we cannot and do not guarantee that any files that You download are free from viruses, contamination or destructive features)except thatif any defective digital content that we have supplied to You damages a device or digital content belonging to You and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay You compensation;
• 22.4.5 the accuracy, completeness or currency of any information services provided by us or third parties (including but not limited to prices, runners, times, results, live scores or general statistics) or any other Error, Malfunction or Interruption as set out in Section 11 above;
• 22.4.6 any event outside our control as set out in Section 21 above; or
• 22.4.7 our closure or suspension of Your Account in accordance with these Terms and Conditions.

22.5 Without limiting any other rights or remedies available to us, we may at any time set off any positive balance in Your Account (or any Duplicate Account) against any amount owed to us by You. You agree that any Account balance may be used to reimburse any costs incurred as a result of any Prohibited Activity/ies on Your part, such as chargebacks on Duplicate Accounts or the reimbursement of funds back to the customer(s) who were colluded against by You.

23. Chat Facilities

23.1 We may provide You with a chat facility within certain of our Services to enable You to communicate with other customers. As a condition of Your use of the chat facility, You agree to comply with the following terms:

• 23.1.1You must use English to communicate, as this is the designated language of the public chat facility;
• 23.1.2 You may not make any statements that are threatening, sexually explicit or offensive, including but not limited to messages that are expressions of bigotry, racism, hatred, prejudice or profanity;
• 23.1.3 You may not make statements that are abusive, defamatory or harassing or insulting to other customers including whilst waiting for other players to make a move;
• 23.1.4 You must send and receive any files over this facility in the following formats only: PDF, PNG, JPG and JPEG;
• 23.1.5 whilst in play You may not discuss table strategies with other customers, chat about the current hand or engage in any other communication that might give an advantage to other customers or could be classed as collusion;
• 23.1.6 You may not make statements that advertise, promote or otherwise relate to any other websites or online or offline ventures, discuss illegal activities or post personal details about Yourself or others;
• 23.1.7 You may not make statements about us or the Services or any other website/service connected to us that are untrue and/or malicious and/or damaging to us;
• 23.1.8 You agree not to hold us responsible for the publication of user content within the chat facility; and
• 23.1.9 You agree not to post any content that You do not have the right to post.

23.2 You acknowledge and accept that Your communications on the chat facility are not private or confidential, and may be viewed and used by others accessing the Services.

23.3You must notify our Customer Care Team if You think You see any customers colluding or sharing key information via the chat facility or if You have been a victim of chat abuse. We will keep Your complaint anonymous and deal with every case seriously.

23.4We may review chat content, keep a record of all statements made on the chat facility and take necessary action retrospectively if necessary. If we feel any content You post on chat is unsuitable, we may remove the content, mute or suspend Your ability to use the chat facility and other Services we provide, and close Your Account under Section 18 above. Your activity may be reported to Your Internet Service Provider (ISP) or the relevant authorities.

23.5In the event of a breach of any of these rules, we reserve the right to temporarily suspend or permanently remove Your access to the chat facility.

24. Intellectual Property

24.1 All intellectual property rights in our websites and mobile and tablet applications and all material and/or content made available on the Services (including but not limited to rights in the products and services offered, all code, software, animations, graphics, music, sound, photographs, video content or text, and the selection and arrangement thereof) or otherwise by us shall remain at all times our property or the property of our third party licensors.

24.2 The names, images and logos identifying us, our partners or third parties and our/their products and services contained in our websites and mobile and tablet applications are proprietary marks and may not be reproduced or otherwise used without express permission.

24.3Nothing contained in these Terms and Conditions shall be construed as conferring by implication any licence or right to use any trademark, patent, design right or copyright that belongs to us or any third party.

25. Promotions and offers

25.1 From time to time we offer promotions and offers to new and existing customers. As noted in Section 1 above, such promotions and offers will be subject to their own Promotional Terms.

25.2In the event of any conflict between the General Terms and Conditions and the Promotional Terms, the Promotional Terms will to that extent prevail.

25.3All promotions and offers are limited to one per person.

25.4We reserve the right to amend the terms and conditions of or withdraw any promotion or offer at any time at our reasonable discretion on prior notice to You wherever possible, however the promotion may be amended or withdrawn without notice, temporarily or permanently, if reasonably necessary to do so. We will not, however, enforce against You any stake restriction or stake-factoring restriction in the course of any promotion that offers free bets where You have already made one or more qualifying bets and where to do so would deprive You of the ability to complete Your qualifying bets, complete any wagering requirements of the promotion, or receive Your free bets.

26. Contacting Us

If You need to contact us, You can:

• Call us on 0330 024 4777 (or +44 (0) 1423 533 123 if You are based outside of the UK) 8am until 10pm, 7 days a week. Calls to 0330 numbers are charged at a standard UK rate and are typically included in inclusive call packages; please check with Your provider for details;
• Contact us via Live Chat,
• Email us at [email protected]; or
• Write to us at 4 Wellington Place, Wellington Street, Leeds, LS1 4AP.

27. Other important terms

27.1 If we need to notify You under these Terms and Conditions, we will do so by email to the email address registered to Your Account or via notification on our websites, apps and/or or other parts of the Services.

27.2We may wish to assign, transfer, charge or otherwise deal with our rights and/or obligations under these Terms and Conditions. You agree that we are free to do so provided that this will not prejudice Your rights under these Terms and Conditions. Without limiting the preceding sentence, we may wish to transfer our rights or obligations under these Terms and Conditions to another company within our corporate group or any other legal entity, including if we restructure or there is a sale of our business. You agree that we may do so provided that in the case of such a transfer, after we notify You of the date on which such transfer takes place, Your rights under these Terms and Conditions will be against the new legal entity. As set out in Section 19.1, You may close Your Account with us at any time.

27.3These Terms and Conditions are personal to You. You may not transfer Your rights or obligations under these Terms and Conditions to anyone else.

27.4If You breach these Terms and Conditions and we take no action against You, we will still be entitled to use our rights and remedies in any other situation where You breach these Terms and Conditions.

27.5If any part of these Terms and Conditions is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.

27.6These Terms and Conditions are not intended to give rights to anyone except You and us. This does not affect our rights under Section 27.2

27.7These Terms and Conditions are only available in the English language.

28. Governing Law and Jurisdiction

28.1 These Terms and Conditions are governed by and will be interpreted in accordance with the laws of England and Wales.

28.2Disputes arising in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales unless (if different) You choose the jurisdiction of Your home country.

29. Safer Gambling

29.1 We are committed to Safer Gambling and have a number of self-help tools to help You manage Your gambling.

29.2You can set a limit on the amount which You can deposit to Your Account (“Deposit Limit”). Further information on how to do this can be found within the “Help and Support” section or within the “My Account” pages when You are logged in and also on our “Safer Gambling” pages.

29.3 Customers under the age of 25 will have a spent limit of £/€500 per calendar month applied to their account. Further information on what a spend limit is and how they apply to customers under the age of 25 can be found in our Spend Limit article. Where a spent limit applies and you opt to place an additional Deposit Limit, the lowest value limit shall apply. Please note, this spend limit shall not apply where you already have an existing personalised spend limit applied to your account by us.

29.4 We make available the facility for You to stop gambling at any time. 24 (twenty-four) hour to 30 (thirty) day cooling off periods as well as self-exclusions of either 6 (six) months, 1 (one) year, 2 (two) years, 3 (three) years, 4 (four) years, 5 (five) years or permanently can be set. Information on cooling off and self-exclusion may be found within the “Help and Support” section or within the “My Account” pages when logged in and also on our “Safer Gambling” pages.

29.5 If You have chosen to self-exclude with us on individual Sky Betting and Gaming products, we shall apply the chosen restriction to Your account(s) with us. Please note that if you choose to apply individual product exclusions on all Sky Betting and Gaming products, this will be treated as an all product self-exclusion. The exclusions will be aligned upon applying the final product exclusion and the latest exclusion expiry date will apply across all Sky Betting and Gaming products.

29.6 If you choose to self-exclude from and including 8 June 2022 (the“Commencement Date”) with Sky Betting and Gaming, Betfair, Paddy Power and/or PokerStars on all products (either by way of an all product self-exclusion or by placing individual product exclusions across all Sky Betting and Gaming products), the self-exclusion will be replicated on any other account you hold with the above operators, without any further reference to you, providing we can match the account details with those on the self-excluded account. Where you are self-excluded with one of the above brands and an account with another operator is matched or registered after the Commencement Date, any active self-exclusion (including those placed before the Commencement Date) will be replicated at that stage. Should you believe that your account has been incorrectly matched resulting in an erroneously applied self-exclusion, please contact our customer service team. In any event, we recommend that you separately seek a self-exclusion to any account(s) you hold with these operators. Please note that this clause does not apply to Sky Betting and Gaming customers based in the Republic of Ireland.

29.7 We will use all reasonable endeavours to ensure compliance with self-exclusion. We implement reasonable checks and safeguards to ensure that whilst You are self-excluded You are not sent marketing material about gambling from us and You cannot access our Services. Consequently we cannot be held liable to You or any third party if You are able to continue to gamble on our websites or mobile and table applications, or if any marketing material inadvertently gets sent to You or if You continue to gamble on any other party’s sites or premises. You accept that we have no responsibility or liability whatsoever (including in respect of any losses You may incur) if You continue to gamble with us or any third party, in particular where You have sought to circumvent a self-exclusion via additional accounts, or where You have changed any of the registration details (which would also include if You open up an Account with substantially the same information, albeit inputted into the registration form in a different way).

Once You are self-excluded with GAMSTOP You will not be allowed to gamble with us until Your GAMSTOP self-exclusion is no longer active in accordance with GAMSTOP’s terms. Your GAMSTOP self-exclusion may take a number of days in order to become active with us, after You register with GAMSTOP. You should ensure that the details You use to register with GAMSTOP are the same as those details registered on Your account with us. Unless Your details registered on Your account with us match exactly the details You registered with GAMSTOP, Your self-exclusion may not be active with us. We implement reasonable checks and safeguards to ensure that whilst You are self-excluded via GAMSTOP You cannot access our Services. Consequently, we cannot be held liable to You or any third party if You are able to continue to gamble on our websites or mobile and tablet applications, or if You continue to gamble on any other party’s sites or premises. You accept that we have no responsibility or liability whatsoever (including in respect of any losses You may incur) if You continue to gamble or are able to gamble with us or any third party, where:

• 29.8.1You have sought to circumvent a GAMSTOP self-exclusion via additional accounts;
• 29.8.2 where You have changed any of the registration details (which would also include if You open up an Account with substantially the same information, albeit inputted into the registration form in a different way);
• 29.8.3if You continue to gamble with us between Your self-exclusion registration with GAMSTOP and us receiving notification and applying such self-exclusion on our Services;
• 29.8.4 where You have registered a new account when the GAMSTOP service is unavailable, inaccessible or degraded for whatever reason;
• 29.8.5 where You have sought to take advantage of the GAMSTOP service being unavailable, inaccessible or degraded; or
• 29.8.6 for any other reason outside of our reasonable control, including where the operating systems utilised by GAMSTOP fail to properly and/or in a timely manner identify You and/or Your online accounts as subject to self-exclusion when You attempt to use our Services.

29.9 As part of our licencing requirement we must pro-actively engage in initial and ongoing due diligence. You may be asked for additional information about Yourself or the source of Your account funding from our Safer Gambling Team. This process assists us to ensure that we can get to know You and provide You with a great customer experience, as well as helping us fulfil our licencing requirement. We may also ask for supporting evidence where a request is made to challenge Spend Limits, Global Deposit Limits (limits placed by us to cap the maximum amount that can be spent on all customer accounts) and as part of our standard Customer Due Diligence processes. Documents that may be requested include, but are not limited to; proof of identity, proof of earnings, bank statements and evidence of business ownership. If You are unable to provide any of these documents then we may suspend or restrict Your Account until You provide the requested information.

29.10 The National Association for Gambling Care Educational Resources and Training (GAMCARE) provides information, advice and counselling to individuals, their family and friends who have concerns about problem gambling. The free Helpline number for GAMCARE (available 8am – midnight, 7 days a week) is 0808 8020 133.

30. Complaints and Player Dispute Resolution

30.1 If a dispute arises in relation to a bet or wager placed, our transactions database will be the ultimate authority in such dispute.

30.2If You have any cause to complain about anything that has happened as a consequence of Your dealings with us, You should notify us by contacting the Customer Care Team by chat, phone or email and they will oversee the management of Your complaint. Contact details can be found inSection 26above. If You are unhappy with the decision of our Customer Care Team You can choose to escalate Your complaint to our dedicated Complaints team. We will deal with Your complaint as quickly as we reasonably can and shall, as necessary, request appropriate evidence from You for the purposes of settling Your complaint. Our Complaints team will investigate any complaint or concern and issue a final response within 8 (eight) weeks.

30.3If a complaint is not resolved to Your satisfaction by the use of our internal complaints procedure, You may refer the matter to an independent adjudicator. The appropriate adjudicator is determined by reference to the products that are the subject of the dispute or by the regulator of the product in question. For customers located in Great Britain we are regulated by the Gambling Commission, for customers located outside of Great Britain we are regulated by Alderney Gambling Control Commission. We will inform You which body to refer to, upon request. Where a dispute is referred to our Alternative Dispute Resolution provider below, the resulting decision shall be final. This does not affect Your rights to seek redress through the court system.

30.4If a complaint is not resolved to Your satisfaction by the use of our internal complaints procedure, You may refer the matter to an independent alternative dispute resolution service. We have appointed the Independent Betting Adjudication Service (IBAS)  for Alternative Dispute Resolution (ADR) to consider disputes in relation to Your account.

31. Additional conditions for telephone

31.1 We do not accept any bets or wagers via telephone.

31.2In the interests of customer and staff protection, to assist us in resolving queries or for training purposes, any telephone call and/or online chat conversations between You and us may be recorded and any such recording or transcript (including the copyright) will remain our property.

32. Keeping Your money safe

32.2Funds exceeding the value of active customer balances are deposited with financial institutions and held separately from the company’s other operating bank accounts to ensure that there are always sufficient funds available for customers to withdraw their balances, even in the highly unlikely event of our insolvency. Our bank has acknowledged in writing that our customer funds are held in a separate account for this purpose and will not be subject to any bank set off or counterclaims in respect of any company bank liabilities. This means that steps have been taken to protect customer funds but that there is no absolute guarantee that all funds will be repaid. These accounts are proactively monitored and reconciled by our Finance department and are audited by independent internal and external audit teams.

32.3We comply with the requirements of the Gambling Commission of Great Britain at the “Medium protection” level rating of customer funds protection, and the Alderney Gambling Control Commission with regards to safeguarding our customer’s moneys, and the aggregate account balances are reported to the relevant regulatory authorities on a regular basis. Any monies deposited with us in Your Account will not attract any interest.