Last updated: 04/03/2025
Fair play is the base for our mutual prosperity. We take fair play seriously. We recognize the importance of fair gaming for our integrity and for the players. We know our reputation is made by our players, and we are committed to always provide fair play. We believe that maintaining a fair, transparent, and secure gaming environment builds long-lasting relationships with our players.
Every time you play a game the system will use a Random Number Generator (“RNG”). The RNG is utilized to ensure that performance is truly random. You can choose the type of game you want to play, but you cannot choose the unique game (for security reasons). This means that even if someone knows the number of a unique winning game, they cannot choose it. The system is rigorously and systematically tested by running millions of rounds and examining the results on a constant and continuous basis. The system is also systematically tested by the Platform team.
You can always view your Game History and Banking History logs. By clicking the “Menu” button and choosing “Games History”, you can review all of your activities, including each game that you’ve played, with the exact date and time, card price, detailed game results and banking history including each deposit and withdrawal.
These unique features are unrivalled by land based casinos, and if you as a player have any queries or problems we encourage you to contact our Support Centre immediately.
On the other hand, all game wagers must be placed through the user interface provided. Any wagering through other means, including the use of a “robot” player is strictly forbidden. In the event that use of non-approved client software is detected, we reserve the right to invalidate all such wagers retroactively, close the player’s account, or take any other appropriate counteraction.
In exercising any of our rights in relation to a Prohibited Practice, we shall use all reasonable resources to ensure that, while complying with our regulatory and other legal obligations, we exercise such rights in a manner which is fair to You and to our other customers.
This Fair Play Policy has been drafted in English. In the event of any discrepancy between the meanings of any translated versions of this Policy and the English language version, the meaning of the English language version shall prevail.
Related contents
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The Role of the UK Gambling Commission in Protecting Players
The UK Gambling Commission (UKGC) is the body that is in charge of gambling in Great Britain, and it has one aim. To make the gambling market safer and fairer. Having a licence shows that a company has ticked all the boxes for honesty, competence, and financial stability. It also shows that the company does not object to ongoing supervision. As for the players, this translates to clarity when it comes to rules on safer gambling tools, fair offer presentations, transparent terms, and an independent dispute resolution path when needed. Oversight is not a one-time deal. It is continuous. And suppose the standards drop; in that case, the regulator steps in.
Regulatory authority in practice: licensing, standards, audits, enforcement
There are four areas covered by the UKGC’s authority, and they shape the experience of any regulated site.
Licensing. Businesses that satisfy suitability tests are the only ones that can operate. There is an assessment of decision-makers, and the organisation has to demonstrate that it can run gambling in a responsible and secure way.
- Player-protection standards. There are rules that govern safer-gambling tools, clarity of information, fair terms, fund protection, and how promotions are shown to the players. There is a simple objective, which is to offer tools and information that help people stay in control.
- Audits and assessments. The Commission reviews systems, controls and staff training records and also ascertains that the policies which have been stated align with daily operations. These assessments focus on areas like age and ID verification, anti-money laundering (AML), and gambling interactions that are safer.
- Enforcement. In the event that an operator falls short, the UKGC can require improvements, enforce financial penalties, add specific licence conditions, suspend activities, or rescind a licence. There is an explanation from public statements on what went wrong and what changed afterwards, so that players and the wider market can see the outcome.
What a licensed operator is required to do
There are ongoing duties that a UKGC licence creates that affect every step of the player journey.
- Due diligence and verification. Operators have to confirm identity and age, and run checks that assist them in managing risks. Sometimes documents are requested because they form part of AML and security processes that are designed to safeguard customers and the system as a whole.
- Clear and fair marketing. Offers have to be accurate and understandable. Language that creates urgency or makes a suggestion of guaranteed outcomes is not allowed. Players must access the full promotional conditions, and they should not be ambiguous — see Bonus Terms for an example of how terms are set out in plain language.
- Responsible gambling policies. Players should easily find the limit tools, time reminders, time-outs and self-exclusion, and they should be simple to use. The core of this approach is practical guidance and support links, whose details are explained on Responsible Gaming.
- Complaints and ADR. A formal complaints process must be kept by the operator. If there is no complaint resolution within the set timeframe, players can bring it up to an approved Alternative Dispute Resolution (ADR) for free.
- Reporting. Some issues and incidents have to be reported to the regulator. This helps the UKGC follow up risks across the market and intervene when required to.
Evidence of oversight: enforcement and penalties
Public enforcement updates are part of the UK system. They show which rules were broken, and the subsequent measures that followed, be it fines, special conditions, or other solutions. This visibility is important because it encourages better practice throughout the sector and assures players that standards are taken seriously. There is a straightforward bottom line. Regulators keep an eye on conduct, and licensed operators are transparently held accountable.
The statutory levy: funding research, prevention, and treatment
A statutory levy on licensed operators supports research, innovation, and treatment on matters related to gambling harms. The government sets the policy framework. The Commission collects and imposes the levy and reports on the amounts raised. Funds support the NHS and other delivery partners, public health programmes, and research that informs safeguards that are practical. The point is clear for players — play that is regulated contributes to services that in turn help people who require and improve future policy.
Why unlicensed sites increase risk
Sites that accept British customers without a UKGC licence are not within this framework. That creates a set of predictable risks:
- No guaranteed access to ADR. If there is no regulated complaint route, disputes can experience a delay.
- Weaker safeguards. There is no obligation to provide effective limit tools or to look out for harmful patterns of play.
- No local oversight. If terms are not clear and processes disintegrate, there is no GB regulator applying the rules described above.
- Uncertain protection of funds and data. Without UK standards, players cannot rely on the same checks on security and segregation of funds.
Choosing licensed websites reduces these risks in a significant way, because the regulator sets expectations and confirms that they have been met.
Practical checks before depositing
A quick review can ensure these problems do not occur down the line. First, search for the UKGC licence details in the footer of the site and compare them on the public register. The business name, domain, and licence status should match. Second, scan the promotional pages for any limits on time, restrictions on staking, rules on withdrawal, and eligibility. Third, go through safre-ambing tools and set limits according to your budget. You’ll be able to see a clear overview of options on Responsible Gaming. Finally, confirm how payments work. Check for accepted options, processing times, and any verification steps via Payment Methods.
Fair play and game integrity
Whether a game is fair or not depends on verified rules, outcomes that have been tested, and transparent information about how games work. Regulated operators give a public explanation of these elements and routinely review them. If you are a player who wants to understand how fairness is handled practically, the principles and controls are outlined on Fair Play, which gives a summary of the commitments that sit behind the games on site.
Handling problems: complaints and escalation
If there is an issue, follow the site’s complaints route and record the dates, messages, and any references to transactions made. If there is no resolution within the given window, or if there is a response issued that the player does not agree with, an approved ADR provider can look at the case again. This option is independent and incurs no costs. For account-specific questions or help gathering information for a complaint, Contact Us here at Betnero.
Summary: choose licensed, verify details, use the tools
The UKGC framework offers players protection through licensing, clear standards, frequent audits, and visible enforcement. If a player cannot resolve a problem directly with the operator, they can go the ADR way, which provides an independent review and an outcome that is documented.
Disclaimer
Gambling is strictly for players aged 18 and over. Please gamble responsibly. For support and more information, visit BeGambleAware.org.
