Responsible Gambling

Responsible Gambling Policy

Betting and gaming should be an enjoyable and exciting experience, however coral.co.uk does recognise that for a small minority of the public it can be a problem.

Problem Gambling

Coral.co.uk wants you to enjoy your online gambling experience and advise you to follow these guidelines:

  • Please try and establish limits for purchasing, wagering and even losses before you commence gambling.
  • Gambling is not advised if it interferes with your daily responsibilities.
  • Gambling is not advised if you are in recovery for any dependency or are under the influence of alcohol or any other substance.
  • Gambling is not advised if your primary aim is to recoup your losses.

If you would like further advice or help with responsible gambling, then please contact the National Gambling Helpline, whose details are provided below:

UK Based Helpline: 0808 8020 133

For more information see www.gambleaware.co.uk

We support the work of Gamcare, the national association for gambling care, educational resources and training to ensure that betting remains a positive experience for all our customers.

If you feel you may have a problem with your gambling, ask yourself the following questions:

  • Do you stay away from work or college to gamble?
  • Do you gamble to escape from a boring or unhappy life?
  • When you are gambling and you run out of money, do you feel lost and in despair, and feel the need to gamble again as soon as possible?
  • Do you gamble until your last penny is gone, even the bus fare home or the cost of a cup of tea?
  • Have you ever lied to cover up the amount of money or time you have spent gambling?
  • Have others ever criticised your gambling?
  • Have you lied, stolen or borrowed just to get money to gamble or pay gambling debts?
  • Are you reluctant to spend 'gambling money' on anything else?
  • Have you lost interest in your family, friends or interests?
  • After losing, do you feel you must try and win back your losses as soon as possible?
  • Do arguments, frustrations or disappointments make you want to gamble?
  • Do you feel depressed or even suicidal because of your gambling?

The more you answer 'yes' to these questions, the more likely you are to have a serious gambling problem.

Daily Deposit Limits

You can set your own deposit limits by logging in and clicking on the following link Set deposit limits. This facility - available through the Responsible Gambling section of the website and cashier - enables customers to limit the amount of money that they are able to deposit into their online or Coral Connect account on a daily basis. These amounts may be revised downwards at any time but any increase will only be implemented after 24 hours following the request.

Customers may also set a daily deposit limit on a Coral Connect In Shop account by contacting our Customer Services Team.

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

Our Customer Service staff will be happy to provide any further information required but are unable to override limits set by customers. For more information please contact Customer Service at responsible.gambling@coral.co.uk

Time Out Period

If you wish to take a break from your account, a time out period can be requested by contacting the Customer Services Team by email, phone, or live chat.

You can request for a time out period for any time period from 24 hours up to 6 months. During this period all Gala Coral Group online accounts that you hold (including galacasino.com, galabingo.com, Coral online, Coral Connect (Multi-Channel & In Shop) and Coral Telebet accounts) will be closed. The facility will be automatically removed upon the expiry of the period, or can be removed at any point upon request. While the time out is in place, we will endeavour not send you any marketing material.

Account Closure

Please be reminded that you may close your account at any time.

Self-Exclusion

Self-exclusion is a formal process whereby you request us to prevent you from being able to access your online account, Coral Connect Multi Channel account, or Telebet account for a period of 12 months.

Under such an agreement, we will ‘close' your accounts and return any remaining balance to you (any ‘running' bets will continue in place and we will forward any subsequent winnings to you after the event is settled on request). Once you self-exclude, we cannot reverse this process for any reason and you may not apply to open new accounts.

During this period we will not send you any marketing material and we cannot accept any deposits or bets. Please note however, that whilst your details will be removed from our mailing database this may not prevent you from receiving marketing material which is already in the process of being dispatched. We would ask you to please disregard any such material received accordingly.

Once the self-exclusion period has expired, your accounts will remain in this status unless you contact us by telephone to reactivate (no other method of contact is permitted for this purpose). Once a reactivation request has been received, we provide you with a further 24 hour ‘cooling off' period. Following this your accounts will be reactivated unless you contact us again within this period and request for your self-exclusion to remain in place for a further 12 months.

Any accounts subject to Your self-exclusion may not be reactivated until any existing Coral shop self-exclusion agreement has terminated or the reinstatement process has been completed.

Please note that you can also request for your online self-exclusion to be extended to apply to selected Coral shops and an In Shop Coral Connect account – see our Terms & Conditions for more details.

How to request the Self-Exclusion facility

To initiate the self-exclusion facility, you shall need to request a self-exclusion form from our Customer Services Team via email (responsible.gambling@coral.co.uk), phone (0800 440011 – outside the UK +44(0) 208 507 5544 – or the Telebet team on 0800 328 4273) or live chat. Please ensure you include your username(s) when requesting the form.

The form will then be sent to your registered email address, or by fax or post if preferred. Simply complete the form fully, confirming any other accounts you have (either with Coral shops or the Gala Coral Group online) and whether you also want to exclude from selected Coral shops.

We will action your account request within approximately 48 hours upon receiving your completed Self-Exclusion Agreement Form and confirm to you by e-mail, on your external e-mail account, once we have put the exclusion in place. Self-exclusion will be applied to all Gala Coral Group accounts held by you (where located) defined as galacasino.com, galabingo.com, Coral online, Coral Telebet, and Coral Connect (In Shop & Multi-Channel) accounts.

During a self-exclusion agreement, we will employ reasonable automated checks to endeavour to ensure that you can no longer transact with Gala Coral Group accounts. However, during your period of self-exclusion, you have an equal undertaking not to seek to circumvent the self-exclusion agreement by entering or continuing to participate in gambling or betting services via Gala Coral's online operations, the Telebetting service and/or landbased operations.

Please remember that if you inadvertently receive marketing material and continue to gamble, or you circumvent your agreement by, for example, continuing to gamble, opening and operating new accounts, and/or our automated checks and/or IT or software programmes fail to recognise any attempt by you to circumvent your self-exclusion, we are under no obligation to return any deposits, winnings, or other funds in respect of such activity online.

If you require further information relating to this facility please contact Customer Services via any of the methods listed on this page.

Access to Customer History

Customers can easily access a full history of transactions, withdrawals and deposits. A customer's balance is always available through the My Account menu and can also be seen at the top of all Coral.co.uk's web pages.

Over 18s Only

In the United Kingdom it is illegal for someone who is under 18 years of age to gamble. Coral 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 therefore 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. Coral.co.uk would, however, ask that to prevent potential misuse if young people have access to a computer with Internet access, you keep your username and password confidential at all times.

Parental Controls

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

Net Nanny filtering software protects children from inappropriate web content: www.netnanny.com
CYBERsitter filtering software allows parents to add their own sites to block: www.cybersitter.com