Question 1

Responsible Gambling Ethos

Accepted Answer

Our mission is to ensure that 'all our customers' are in control of their gambling.
All our staff have passed the latest Betting and Gaming Council training courses and have been trained to spot the danger signs of people who may have problems with gambling.
 • We close at 21.30 which means that there is no Gambling through the night on Apps, Poker, Casinos and Slot Machines.
 • Our aim to look after you, our loyal customers, and to ensure that you are gambling safely and only spending what you can afford to
 • Our aim is this - Keep it simple, Keep it fun and ensure that you Keep in Control
 • Our aim is to provide you with the self-help tools and support that you need to help you to gamble safely and responsibly
 
Regency Betting Group takes its safer gambling responsibilities seriously.  We wish to ensure that you are gambling safely and are depositing and staking at amounts that are affordable and in line with your personal financial circumstances. We monitor all of our customer deposits and win/loss levels as a matter of company policy.
We will contact you if we believe your deposits and/or win/loss levels have reached a threshold at which we feel it is appropriate to reach out to you personally to make you aware of your spend and win/loss position with us.   
If you need to discuss your spend and win/loss position with us please contact Regency Betting’s  Support Team at su(javascript:void(0);)pport@telephonebetting.co.uk or by phone at 0800 678 1888 at your earliest convenience.

Question 2

Access to Customer History

Accepted Answer

We can provide you a history of all transactions, withdrawals and deposits, at any time on your request. Simply telephone one of our team on 0800 678 1888 to request a statement which can be lifetime or any period you require. You can also email these requests to: su(javascript:void(0);)pport@telephonebetting.co.uk

Regency Betting Group – Setting deposits and spending limits
You are strongly encouraged to set limits on how much you spend with us.  You can find further information on this at Responsible Betting :: Regency Racing.(https://www.regencyracing.co.uk/responsible-betting)  Alternatively, please contact a member of our team at su(javascript:void(0);)pport@telephonebetting.co.uk or by phone at 0800 678 1888.

Question 3

Payments and Deposit Limits

Accepted Answer

We only accept debit cards as method of payment and only ONE registered card per customer is allowed. We follow strict anti money laundering practices as detailed by the Gambling Commission authorities. In some circumstances we can accept bank transfers, please contact us for further information.
For those customers who wish to restrict their gambling, Meta Betting provides a deposit limit facility enabling customers to limit the amount they want to spend over fixed periods of times.
Many of our customers use deposit limits to manage their spending. Limits can be set for a 24 hour, 7 day, or 30 day period and cannot be overridden.
You can decrease your deposit limits at any time and this will be applied immediately.
Before increasing your deposit limits carefully consider if you can afford to do so.

Never decide to increase your limit because you have lost money and think that you will win it back by gambling more. If you wish to increase a limit you will need to wait 24 hours before we action your request and then call us on 0800 678 1888 to confirm that you still want to increase it.

Please bear in mind the following;
 • staff cannot override your set deposit limits
 • 24 hour deposit increase requests take 24 hours to take effect
 • weekly deposit limit increase requests take 7 days to take effect
 • monthly deposit increase requests take 1 calendar month to take effect
 • all deposit limit decrease requests take effect immediately
 • please be aware that when deposit limit requests are initially set that they will continue to reset at the exact time you first set your limit (see example below)
Should you set a 24 hour deposit limit of £20.00 at 11.55am on 11/4/2013 and you deposit £20.00 at 1.00pm on 11/4/2022 you cannot deposit again until 11.55am on 12/4/2022. Our system works in a 24 hour window and resets at the time of your initial deposit limit request, NOT at the time of your deposit.

Question 4

Deposit and Loss Limits

Accepted Answer

Introduction
The Regency Betting Group takes safer gambling very seriously and we continue to make changes for the good of all our customers.   We can apply loss limits to customer accounts for your benefit and protection.   You will be advised of the limit that has been applied in your case when the account is opened.  This loss limit will run every month and will automatically reset on the 1st of each month.  If you would like a loss limit lowered, please contact us without delay.  If you would like the limit to be increased, we will need to discuss this with you in greater detail and this may require us to verify your source of wealth (e.g., occupation) and if necessary, the source of funds that you are depositing and using to place bets, prior to us considering if a higher loss limit can be allowed.  Again, we would like to make it clear that your account will not be closed because of hitting a loss limit.  Once the loss limit has been reached you will be unable to place any more bets until this automatically resets.   Requests to decrease/increase limits must be made in person by telephone or by prior arrangement/agreement with management by email.
Setting a deposit limit
Deposit limits are easy to set up with us.  You can set up a deposit limit by contacting our telephone betting support team on 0800 678 1888.  You can set a daily, weekly, monthly or annual deposit limit which will limit the amount that you are able to deposit with us within the period(s) that you agree with us.  
If you would like to decrease deposit limit(s) these changes can be made straight away without the need for any cooling off period.  If you request an increase in a deposit limit, you must wait until a 7-day cooling-off period has elapsed before any increase can be implemented.  The 7-day cooling off period runs from the date that the request is made.  Any request to increase your deposit limits will be considered by us and we may ask you to provide further information and/or documents in support so that we are satisfied that the limits requested are reasonable and affordable.    
What are loss limits?
Loss limits allow you to limit the amount of money you can lose over a monthly period.  The limit can be set over a period of one calendar month.  You can request a decrease or increase in a loss limit by contacting our telephone betting support team on 0800 678 1888.
The loss limit is a net limit, meaning any money won during a given limit period will be added to your net limit amount for that period.  Losses will be deducted from the remaining limit amount in the period in which they settle, regardless of when bets were placed.
Example
The loss limit that we set is the maximum amount of money that you will be able to lose during a set period (monthly).  Once this loss limit has been reached you will be unable to place any more bets until the limit resets at the end of the month.   Any bet placed is classed as a loss and counts towards the limit set.  If the bet placed returns a profit, then the loss limit would increase to the original limit plus the profit from the bet for example if the loss limit were set at £20 and you placed a £20 bet which returned £100 your loss limit would increase from the original £20 plus the £80 profit to a new limit of £100.  This means that you can lose £100 now but overall, the amount of money lost to the customer is still the original £20. 
Total exposure
Setting a loss limit will prevent your account from exceeding this amount, plus any winnings accrued in that period, in total exposure. This means that if you set a limit of £100 per month and then place a bet for £100, you will not be able to place further bets until this bet settles.  This means that if you bet £100 on an event that is happening in the future, e.g. 7 days from now, you will not be able to place any bets that increase your exposure until that bet settles.
Reset times
Loss limits will reset on the 1st day of each new calendar month.

UPDATE 15/5/2024

The Regency Betting Group takes safer gambling very seriously and we continue to make changes for the good of all our customers.   Regency is a member of the Betting and Gaming Council.  The Betting and Gaming Council working in partnership with the Gambling Commission has recently published a voluntary code of conduct requiring its members to take action when certain monetary thresholds have been reached.  You can read more about this here.(https://bettingandgamingcouncil.com/news/new-voluntary-industry-code-on-customer-checks)

While this new code reduces the need to produce private financial documents, we will continue to carry out customer interactions and will signpost help to those who need it and continue to promote safer gambling tools like net deposit limits, loss limits, timeouts and self-exclusions.
The new Code is designed to ensure a consistent approach when spending is the trigger for action and sets out what all operators must do when customers wish to make net deposits of more than £5,000 in a rolling month and when they wish to make net deposits of £25,000 in any rolling 12 month period.

Customer Interactions
 
Customers who make net deposit of £2,500 (18 – 24) or £5,000 (25 or over) in their individual 30 day rolling period will be risk assessed.  This may include one or more of the following: -  
 
1. A safer gambling interaction and an assessment of whether any markers of harm have been identified.
2. A review of affordability,  including estimating income and/or  wealth (for example, by obtaining details of occupation, industry, job title and annual salary, or savings/investments/ assets, etc.

3. A review of open-source information on you, such as Companies House filings, public information on your specific salary or wealth/assets, or previous winnings;

4. A review of relevant information provided by you.
 
When you have a net deposit of £25,000 in any rolling 12-month period, Regency will undertake a process of interaction which may include enhanced interaction and consideration of your financial position.  Your net win/loss position will be assessed as part of that process, i.e. total deposits minus total withdrawals.  While the voluntary code reduces the need to produce private financial documents, it may be necessary to ask you to provide information to support continued spend at this level.  If you require further information about this, please contact us on 0800 678 1888 and speak to one of telephone operators.

Question 5

Affordability Calculator

Accepted Answer

Regency Betting Group has designed an affordability calculator which you can find at Affordability Calculator (regencyracing.co.uk).(https://www.regencyracing.co.uk/affordability-calculator)  This calculator is designed for you to use to see how much you are currently spending on gambling overall in relation to your net monthly income and monthly fixed outgoings.  It is designed to assist you to assess what you can afford to gamble at safe and affordable levels.

The information that you input into this calculator is not saved, monitored or stored for later use by Regency Betting or by any third-parties.

Question 6

Safer Gambling Toolkit

Accepted Answer

Gamcare has designed a self-assessment test that can be found at Self-assessment tool - GamCare.(https://www.gamcare.org.uk/understanding-gambling-problems/self-assessment-tool/?gclid=Cj0KCQjw_dWGBhDAARIsAMcYuJz3kLET9Fps1vIs3C5sidF38CLz3-5HU84E3OAIHiIIQcP9QC8DClsaAgjKEALw_wcB)  This self-assessment test is designed to assist you to identify if you are displaying any behaviours that indicate that you may be suffering from gambling related harm.  We encourage you to use this self-assessment tool if you have any concerns.

Question 7

Blocking Software

Accepted Answer

If you wish to consider blocking, limiting, or controlling access to gambling websites or set limits on your bank accounts you can find all the relevant information you will require at Blocking software - GamCare(https://www.gamcare.org.uk/self-help/blocking-software/)

Question 8

Self-Exclusion Programmes

Accepted Answer

From 1st April 2024, Regency Betting Group and other telephone betting operators are required to be a member of GAMSTOP, the national online self-exclusion scheme for online operators.   If you wish to open an account with us, we will check the GAMSTOP register to see if you are registered prior to opening an account.  Please be advised that if you are already registered with GAMSTOP we will not be able to open an account for you during the period that you remain registered.

If you wish to self-exclude from all online licensed gambling operators located in Great Britain, you can register at GAMSTOP - National Online Self-Exclusion Scheme.(https://www.gamstop.co.uk/)

If you do not wish to register with GAMSTOP - National Online Self-Exclusion Scheme (https://www.gamstop.co.uk/)but do wish to self-exclude or place restrictions on your account with us, or if you require further assistance or guidance, please contact us at support@telephonebetting.co.uk (mailto:support@telephonebetting.co.uk)or speak to one of operators on 0333 3441 560.  We can assure you that anything you discuss with us remains confidential.

Question 9

Over 18's Only

Accepted Answer

In the United Kingdom it is illegal for someone who is under 18 years of age to gamble. Regency Betting Group reserves the right to ask for proof of age from any customer and to carry out checks to verify the information provided. Customer accounts may be suspended and funds withheld until satisfactory proof of age is provided. The legal gambling age varies according to country and we advise you to carry out local research. In order to avoid unlawful betting we may undertake a search with a third party for the purpose of verifying that you are 18 or over. Meta Betting (Regency Betting Group) would, however, ask that, to prevent potential misuse, you keep your account number, user name and password confidential.

Question 10

Advice to Parents or Guardians - Using our websites, or websites provided by other Gambling Operators

Accepted Answer

If you are the parents or guardians of children or young persons under the age of 18, we strongly recommend that you take action to restrict access to our websites, or any other website offered by other gambling providers, from any devices that you use to access these services.  You can restrict access to devices such as mobile phones, interactive television, play stations, PC’s, or tablets, by setting restrictions.  Further advice on how you can do this can be found at www.internetmatters.org (http://www.internetmatters.org/)or www.begambleaware.org/gambling-blocking-software(http://www.begambleaware.org/gambling-blocking-software)

Question 11

Loss Limits

Accepted Answer

The Regency Betting Group takes responsible gambling very seriously and we continue to make changes for the good of all our customers. As of the 23rd ofJanuary 2023, When a new customer opens a betting account, we will automatically apply a £3000 net monthly loss on their account .  This loss limit will run every month and will automatically reset on the same day each month. If you would like to have this loss limit lowered, please contact us without delay.  If you would like the limit to be increased, we will need to discuss this with you in greater detail and this may require us to verify your source of wealth (e.g., occupation) and if necessary, the source of funds that you are depositing and using to place bets, prior to us considering if a higher loss limit can be allowed.  Again, we would like to make it clear that at no point will your account be closed because of hitting the loss limit. Once the loss limit has been reached you will be unable to place any more bets until this automatically resets. 
The loss limit that we intend to implement is the maximum amount of money that you will be able to lose during a set period.  Once this loss limit has been reached you will be unable to place any more bets until the limit resets.  Any bet placed is classed as a loss and counts towards the limit set.  If the bet placed returns a profit, then the loss limit would increase to the original limit plus the profit from the bet for example if the loss limit was set at £20 and you placed a £20 bet which returned £100 your loss limit would increase from the original £20 plus the £80 profit to a new limit of £100.  This means that you can lose £100 now but overall, the amount of money lost to the customer is still the original £20. 
This allows us to continue to accept bets from you without having to ask very personal questions which may include having to request supporting information including for example bank statements/wage slips if we consider it is necessary to do so.  We understand that asking for personal financial information may make you uncomfortable, but we must stress that we will only request this information if we consider it is necessary to do so having made an initial affordability assessment.

UPDATE 15/5/2024

The Regency Betting Group takes safer gambling very seriously and we continue to make changes for the good of all our customers.   Regency is a member of the Betting and Gaming Council.  The Betting and Gaming Council working in partnership with the Gambling Commission has recently published a voluntary code of conduct requiring its members to take action when certain monetary thresholds have been reached.  You can read more about this here.(https://bettingandgamingcouncil.com/news/new-voluntary-industry-code-on-customer-checks)

While this new code reduces the need to produce private financial documents, we will continue to carry out customer interactions and will signpost help to those who need it and continue to promote safer gambling tools like net deposit limits, loss limits, timeouts and self-exclusions.
The new Code is designed to ensure a consistent approach when spending is the trigger for action and sets out what all operators must do when customers wish to make net deposits of more than £5,000 in a rolling month and when they wish to make net deposits of £25,000 in any rolling 12 month period.

Customer Interactions
 
Customers who make net deposit of £2,500 (18 – 24) or £5,000 (25 or over) in their individual 30 day rolling period will be risk assessed.  This may include one or more of the following: -  
 
1. A safer gambling interaction and an assessment of whether any markers of harm have been identified.
2. A review of affordability,  including estimating income and/or  wealth (for example, by obtaining details of occupation, industry, job title and annual salary, or savings/investments/ assets, etc.

3. A review of open-source information on you, such as Companies House filings, public information on your specific salary or wealth/assets, or previous winnings;

4. A review of relevant information provided by you.
 
When you have a net deposit of £25,000 in any rolling 12-month period, Regency will undertake a process of interaction which may include enhanced interaction and consideration of your financial position.  Your net win/loss position will be assessed as part of that process, i.e. total deposits minus total withdrawals.  While the voluntary code reduces the need to produce private financial documents, it may be necessary to ask you to provide information to support continued spend at this level.  If you require further information about this, please contact us on 0800 678 1888 and speak to one of telephone operators.

Question 12

GAMSTOP

Accepted Answer

GAMSTOP TERMS OF USE

Please ensure that you read Gamstop’s terms of use (the Terms) carefully before using their website or the GAMSTOP service, as they contain important information regarding your use of our website, the GAMSTOP service, and the relationship between you and them.  
Who Are Gamstop?
Gamstop is the National Online Self Exclusion Scheme Limited (you may also see or hear of them being referred to as NOSES or GAMSTOP).  
What is GAMSTOP?
GAMSTOP is a free self-exclusion service set up to help you avoid online gambling, if you wish to do so. All businesses that are licensed to offer online gambling services to individuals in Great Britain must have and put into effect procedures for self-exclusion, taking all reasonable steps to refuse service or to otherwise prevent an individual who has entered a self-exclusion agreement from participating in gambling. Since 31 March 2020 all businesses licensed to provide online gambling services to individuals in Great Britain must be part of the GAMSTOP scheme as part of the licence granted to them by the Gambling Commission. By signing up for self-exclusion using GAMSTOP, GAMSTOP will help prevent you from accessing all gambling websites and apps run by businesses licensed to provide gambling services in Great Britain, including any new ones that may open in future. You can access the details of operators licensed by the Gambling Commission on the Public Register.(https://www.gamblingcommission.gov.uk/public-register/businesses)  Clarkson Bell Ltd T/A as Regency Racing is a member of Gamstop.
It is important for you to understand that GAMSTOP can only exclude you from engaging in gambling activities offered by operators who are part of the GAMSTOP scheme. They are unable to prevent you from accessing gambling activities that are operated by organisations which are not participating in the scheme. A full list of gambling companies participating in the GAMSTOP scheme is available here.(https://www.about.gamstop.co.uk/participating-companies)
Registering for Self-Exclusion
Although you can access certain parts of their website without having to register, in order to be able to use GAMSTOP to self-exclude, you will need to register for self-exclusion. To register, you will need to complete a simple registration process, as part of which you will have to provide us with the following information:
 • your full name and title;
 • your date of birth;
 • any mobile numbers you use to register with gambling operators;
 • your primary email address, together with any other email addresses you use to register with gambling operators; and
 • your home address (including post code), together with any other addresses which you use to register with gambling operators.
When you register for self-exclusion, you will also need to decide the minimum time period you wish your self-exclusion to last for (your Minimum Exclusion Period). The options we offer are:
 • 6 months;
 • 1 year; or
 • 5 years.
You will be given the chance to review the information you have provided before you enter the verification process.
Once you have provided them with the information listed above, they will need to undergo a verification process using third party verification service providers. 
ONCE YOU HAVE COMPLETED YOUR REGISTRATION, YOU WILL NOT BE ABLE TO DEACTIVATE YOUR SELF-EXCLUSION UNTIL THE END OF YOUR MINIMUM EXCLUSION PERIOD.
Once you have completed the steps above, they will activate your self-exclusion. Although Gamstop takes care to activate self-exclusions as soon as possible, and generally do so within 24 hours, they cannot guarantee that your self-exclusion will take effect within this timeframe. The speed at which your self-exclusion takes effect on gambling operators' websites and apps will also be dependent on the effective operation of the gambling operators' systems, for which they are not responsible.
Your Self-Exclusion
During your self-exclusion, you will be prevented from accessing any accounts with online gambling operators registered with the Gambling Commission that match the details you have provided to them as part of your application. It is in your interest to provide them with accurate details consistent with those which you have used to set up accounts with online gambling operators. GAMSTOP may not be able to spot inaccuracies or other differences in account details, and they may not be able to prevent you accessing accounts you have created using, for example, email addresses that you have not provided to them as part of the registration process. GAMSTOP will operate on the basis of the information you have provided at registration and we will not be responsible for failure to spot errors made on your part.
If you have any ‘withdrawable funds’ remaining with gambling operators once your self-exclusion has been activated, they are required to return these funds to you.  If you require any further information, please contact us on 0800 678 1888.  ‘Withdrawable funds’ means any funds that are held in your account that have not been used to gamble and do not include historical losses prior to your registration with Gamstop.  Although Gamstop takes care to activate self-exclusions as soon as possible, and generally do so within 24 hours, they cannot guarantee that your self-exclusion will take effect within this timeframe.    We check new registrations to see if you have registered with Gamstop prior to opening an account and accepting a deposit.  We will not allow an account to be opened, nor accept a deposit if our check shows that you are registered with Gamstop.  For existing customers, we run a check at least every 24 hours to see if you have registered with Gamstop.   However, please be aware that Gamstop cannot guarantee that your self-exclusion will take effect within a 24 hour timeframe of your registration.   If you are an existing customer and have registered with Gamstop, you are responsible for informing us prior to depositing further funds or staking or placing bets that you have registered with Gamstop.  When we have verified that you are registered with Gamstop, if you have any ‘withdrawable funds’ with us, we will return these to you.  Please be aware that we will not return any funds that have been staked and lost after you have registered with Gamstop.           
GAMSTOP is a tool to help you avoid online gambling.  They cannot guarantee that GAMSTOP will always result in you being denied access to a specific gambling operator or gambling activity.
The End of Your Self-Exclusion
Your self-exclusion will not automatically expire at the end of your Minimum Exclusion Period, nor will they contact you to let you know that your Minimum Exclusion Period has expired.
At any time after your Minimum Exclusion Period has expired, you may via your Online Account or the GAMSTOP Contact Centre extend your self-exclusion for a further Minimum Exclusion Period of 6 months, 1 year or 5 years.
At any time after your Minimum Exclusion Period has expired, you may also choose to deactivate your self-exclusion. If you choose to deactivate your self-exclusion you must contact the GAMSTOP Contact Centre (https://www.gamstop.co.uk/contact-us)by phone. Your choice to deactivate will be subject to a minimum 24-hour cooling-off period, in which your self-exclusion will remain active.
As with self-exclusion activations, although they take care to deactivate self-exclusions as soon as possible, and self-exclusions generally automatically deactivate straight after the 24 hour cooling-off period, we cannot guarantee that your self-exclusion will be deactivated within this timeframe. The speed at which your self-exclusion is deactivated on gambling operators' websites and apps will also be dependent on the effective operation of the operators' systems, for which we are not responsible.
If you do not contact the GAMSTOP Contact Centre once your Minimum Exclusion Period has expired, your self-exclusion will continue for a further 7 years after the date on which your Minimum Exclusion Period expired. After this date your self-exclusion will be deactivated.
For a period of 7 years following the deactivation of your self-exclusion, (either by you contacting the GAMSTOP Contact Centre or automatic deactivation 7 years after the end of your Minimum Exclusion Period), they will inform gambling operators licensed in Great Britain that you have previously held an active self-exclusion with GAMSTOP.
 • the 7 seven years after the deactivation of your Minimum Exclusion Period during which we inform gambling operators that you previously held an active self-exclusion; and
 • for a further 7 year archive period (immediately following the end of the 7 year period during which we inform gambling operators that you previously held an active self-exclusion).
Your Responsibility for Your Account
It is your responsibility to keep the information on your registration up-to-date. Failure to do so may result in your self-exclusion being less effective. If you would like to change or update any of the details on your registration (for example if you change your name or address), please do so via your online GAMSTOP consumer account or call the GAMSTOP Contact Centre (https://www.gamstop.co.uk/contact-us)to speak to them regarding any such changes. If you have changed your name, you will need to call the GAMSTOP Contact Centre.
The GAMSTOP Contact Centre (https://www.gamstop.co.uk/contact-us)details are as follows:
 • Telephone: 0800 138 6518(tel:0800-138-6518)
 • Email Address: helpdesk@gamstop.co.uk(mailto:helpdesk@gamstop.co.uk)

Question 13

Affordability Checks

Accepted Answer

From 30th August 2024, our licence conditions require us to conduct a light touch affordability check for safer gambling purposes on customers who reach or exceed a net deposit of £500 in a 30 day period.   We conduct affordability checks using a regulated third party provider using your personal data.  Please be advised that these affordability checks are mandatory for all remote online betting operators.  Depending on the result on these checks,  we may require further information from you, such as details of occupation and income, to assist us to assess whether you are gambling at levels that are affordable to you.   You can find further information about safer gambling tools in our Safer Gambling Hub or alternatively, you can contact us on 0800 678 1888 and speak to one of operators.

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