Version 4 - 21 August 2023.

RESPONSIBLE GAMBLING

At Palmerbet we intend to offer a betting service that is fun and entertaining to our customers, however for some people gambling can have negative impacts. We want you to enjoy your gambling and bet responsibly and not let your gambling get the better of you. As a result, we have developed this policy to communicate our approach to responsible gambling and minimising harm to consumers who may be vulnerable to problem gambling.

"Responsible Gambling” is a broad concept that aims to ensure gambling is conducted in a manner whereby the potential for harm associated with problem gambling is minimised. It respects the responsibility of individuals for their own actions, but also acknowledges a responsibility on the part of service providers.

The aim with responsible gambling is to enable persons to make informed decisions about their participation in gambling and, if harm has occurred or may occur, to access gambling help services.

WHAT IS PROBLEM GAMBLING?

For the majority of people, gambling is fun entertainment and a recreational activity. But for some, gambling can have negative impacts and affect individuals, their friends and family. At Palmerbet, we want our customers to enjoy gambling in a safe and responsible manner and to be in control at all times. Palmerbet is committed to helping customers understand what responsible gambling means and helping customers to identify if they are losing control over their gambling and should consider seeking assistance.

Problem gambling occurs when a person loses control over their gambling, particularly the scope and frequency of gambling, the amount of money gambled, and the amount of time devoted to gambling. The negative consequences of problem gambling may include:

·          The customer suffering excessive financial losses relative to his or her means (including unpaid household bills, credit card debts or loans);

·          Adverse personal effects on the customer (such as anxiety, depression or stress) and/or their family;

·          Adverse effects on employment and work performance (including missing work or having trouble concentrating at work);

·          Losing the ability to maintain a healthy and balanced lifestyle due to spending an excessive amount of time gambling;

·          Regretting the amount of time lost or wasted due to gambling; and

·          Other costs which are borne by the community.

We want you to enjoy winning but we need you to be aware that gambling involves chance and the outcome is not in your control. It is important that you realise the potential impact of gambling whilst under the influence of alcohol or other substances. Despite what you may think at the time, alcohol and other substances won’t help you pick a winner.  The following should be kept in mind:

·          Control your gambling. Management of your finances, including awareness of expenditure on gambling is an important factor;

·          Once you’ve lost a bet move on. Chasing lost money is not a successful tactic; and

·          Gambling should be a part of your social life without dominating it.

Responsible gambling is about making it a positive and enjoyable experience.

CUSTOMER CARE PRINCIPLES AND RESPONSIBLE GAMBLING

We aim to consistently care for our customers and promote responsible gambling practices. For the vast majority of people, the attraction to test one’s judgement or luck does not create problems. Gambling generally should be a pleasurable form of entertainment. The aim is to achieve a balanced approach in the provision of wagering services, taking account of the interests of our customers, the community at large and us as the wagering operator. Some of the ways that we do this are:

·          Allowing our customers to set a pre-commitment limit;

·          Allowing our customers to self-exclude (either temporarily or permanently) from betting with us. A 7-day window applies to customers who request self-exclusion restrictions to be removed;

·          Providing Responsible Gambling information and messages to our customers;

·           Providing Activity Statements detailing your betting activities on a monthly basis or otherwise at your request as applicable (with monthly statements provided if you have an active account);

·          Engaging our staff about Responsible Gambling training; and

·          Referring our customers who are at risk of problem gambling to gambling-related support services.

We aim to achieve the following outcomes:

·          Minimising the extent of gambling related harm to individuals and the broader community;

·          Enabling customers to make informed decisions about their gambling practices;

·          Enabling people adversely affected by gambling to have access to timely and appropriate assistance and information;

·          Promoting a shared understanding between individuals, communities, the gambling industry and Government of responsible gambling practices; and

·          Ensuring the gambling industry to provide safe and supportive environments for the delivery of gambling products and services.

HOW CAN WE HELP?

Set a Pre-commitment (Deposit) limit

As part of our commitment towards responsible gambling, you can set a pre-commitment limit on your account. A pre-commitment limit means you can set a deposit limit to manage the amount of money that you can deposit into your account. You can set time periods for these limits, being daily through to a 31-day period.

You may decrease your limit at any time which will be applied to your account immediately.

You may increase your limit, however before doing so carefully consider if you can afford to do so. If you do wish to increase your limit, you must wait 7 days before we can confirm your request. Any changes that involve an increase in the limit or removing your limit will again reset the 7 day waiting period.

Take a break, de-activation of account and permanent self-exclusion

If you feel that you need a break from gambling and you would like some help in blocking access to your Palmerbet account, we offer the option to self-exclude from betting with us. Self-exclusion can be on a temporary or permanent basis. You can regulate your gambling activity by excluding yourself for a period that is in line with your needs. Available exclusion options are;

·          Take a break (1-31 days);

·          De-activate account (account can be re-activated by request); and

·          Permanent self-exclusion.

To set a pre-commitment limit, take a break, de-activate account or permanently self-exclude from Palmerbet:

1. Login into your account and navigate to the ‘Responsible Gambling’ section located in ‘My Account’, or alternatively click the ‘Pre-Commitment’ link located in the footer of any Palmerbet web page.

2. Select your limit & restriction period, or exclusion period.

3. To submit click, ‘Confirm’

Please note that in the case of a request for permanent self-exclusion from Palmerbet, the request will not be actioned until you complete and return the Self-Exclusion Form and you have received a confirmation email from Palmerbet that your request has been received and processed.

Where a customer has elected to self-exclude themselves from our services (whether on a temporary or permanent basis), Palmerbet uses all reasonable efforts to prevent the use of the existing account or the opening of a new account by that customer. If you self-exclude you must not attempt to open an account or place any bets with us. If you do so you will be fully liable for all activity and bets placed on your account and you agree to indemnify Palmerbet accordingly in relation to any direct or indirect loss, damage, costs and expenses which Palmerbet may suffer or incur as a result.

Only once Palmerbet responds to a permanent account closure or self-exclusion request and a customer has logged out of their Palmerbet account on all devices, will a permanent account deactivation or self-exclusion take effect.

If you need further help, please visit our Help Centre or contact customer support on 1300 12 HELP or email [email protected]

BETSTOP

BetStop is the National Self-Exclusion Register. If you are considering self-exclusion on a temporary or permanent basis from all online wagering services visit BetStop.

 

Keep track of transactions

You can access a full history of bets and transactions, withdrawals and deposits in the 'My Account' section of our website, or via email by contacting customer service at [email protected]

We also provide Activity Statements by email or post on a monthly basis while you have an active account. You are deemed to have an active account if you have made a transaction on your account within the preceding calendar month. Your account is classed as an inactive account if you have not engaged in any betting activity for more than 12 months. 

Our Activity Statements are intended to be clear and comprehensible and contain the following information on betting activity and account transactions:

• amount spent;

• wins and losses;

• number of bets placed;

• overall net win/loss for the calendar month;

• opening and closing balances;

• deposits and withdrawals;

• account balance;

• a column graph which illustrates your wagering activity comparing amount spent against net result over time for the last 6 months (cumulative) with a clear comparison tracking to the same time from the last year; and

• links and information on support services and safe gambling messaging that promotes available customer protection tools. 

Activity Statements are always accompanied by an electronic link to your transaction list. Activity Statements are also accessible at any time on direct request (either by email, telephone, post or any other means) which can be sent by email or post and are also available under the My Account section on your account. 

Activity Statements are provided free of charge, except where you request delivery by post, in which case costs purely associated with postage may be recovered from you.

Promotion of services and minors

Palmerbet does not market to individuals where it is aware that gambling has become a problem for that person. We do not market or promote our services to persons who have not attained the age of 18 years. It is illegal for anyone under the age of 18 to open an account or to place a bet with Palmerbet.

Palmerbet takes its age-verification responsibilities very seriously. We carry out age-verification checks on all customers who use payment mechanisms which are available to under 18s and additionally perform random age-verification checks on customers using other forms of funding mechanisms. We may ask for information to verify your age and could restrict or suspend your account until your age is confirmed.

Parental controls and filters

Filtering solutions allow parents to regulate access to the internet, based on chosen criteria. Parents can use filters to prevent their children from accessing, amongst other things, gambling websites. Because our pages are 'labelled', filtering solutions being used to prevent gambling access can detect our site content and block our pages. If you share your computer with friends or family who are under the legal age to register or bet with our site, please consider parental and other filtering solutions such as:

·          Net Nanny™ www.netnanny.com

·          CyberPatrol www.cyberpatrol.com

·          Gamblock http://www.gamblock.com/

·          Betfilter http://www.betfilter.com/

·           Forcepoint  https://www.forcepoint.com/

·          27labs https://www.27labs.com/

CONTACT INFORMATION

There are a range of support services available to any person who may be affected by gambling. These include:

 

Organisation	Website	Telephone
BetStop – The National Self-Exclusion Register	https://www.betstop.gov.au/	1800  238 786
Gambling Help Online	https://www.gamblinghelponline.org.au	1800 858 858
GambleAware	https://www.gambleaware.nsw.gov.au/	1800 858 858
Gambler's Help	https://gamblershelp.com.au/	1800 858 858
Wurruwi Gambling Help NSW support for Aboriginal people by Aboriginal counsellors	https://gamblinghelp.nsw.gov.au/get-help/warruwi-gambling-help/	1800 752 948
Victorian Responsible Gambling Foundation	https://responsiblegambling.vic.gov.au	1800 858 858
Gambling Help Queensland	https://www.gamblinghelpqld.org.au https://www.qld.gov.au/community/getting-support-health-social-issue/gambling-problem-support	1800 858 858
Problem Gambling South Australia	https://problemgambling.sa.gov.au	1800 858 858
Gambling Support Tasmania	https://www.communities.tas.gov.au/disability-community-services/gambling	1800 858 858
Gambling Help Western Australia	https://www.gamblinghelponline.org.au/services-in-your-state/western-australia	1800 858 858
Gambling Help Northern Territory	https://www.gamblinghelponline.org.au/services-in-your-state/northern-territory	1800 858 858
National Debt Helpline	https://ndh.org.au	1800 007 007
For people that are outside Australia, Gamblers Anonymous may be able to assist you.	http://www.gamblersanonymous.org/ga/

 

You can access a range of self-assessment tools and services from the Gambling Help website and counselling service if you need help to get your betting under control.

 

CODES OF PRACTICE AND GUIDELINES

Some states have set codes of practice that apply to gambling and gambling providers providing services in their jurisdiction.

The following Codes of Practice published by Consumer & Business Services South Australia have been adopted by Palmerbet in relation to its South Australian based customers:

 

Codes of Practice South Australia	Website
Authorised Betting Operations Gambling Code of Practice 2021	https://www.cbs.sa.gov.au/sites/default/files/resource-files/authorised_betting_operations_gambling_code_of_practice.pdf?timestamp=1659416581221
Gambling Administration Guidelines 2021	https://www.cbs.sa.gov.au/sites/default/files/resource-files/gambling_administration_guidelines.pdf?timestamp=1659416687536
Gambling Administration Guidelines -  Systems and Procedures Designed to Prevent Betting by Children 2020	https://www.cbs.sa.gov.au/sites/default/files/resource-files/gag_abo_minors.pdf?timestamp=1659416767202
Gambling Administration Guidelines - Activity Statements and Gambling Account Detailed Transaction History 2022	https://www.cbs.sa.gov.au/sites/default/files/resource-files/abo_gag_activitystatements.pdf?timestamp=1659339756741

 

In addition, Palmerbet complies with the Australian Bookmakers Association Code of Practice, which is a voluntary code of self-regulation and is to be read in conjunction with the relevant legislation, regulation and rules of the racing codes and sports betting authorities in each State and Territory. The handling of any complaints related to the Code is not intended to replace any policies or procedures that may exist as part of the above legislation, regulation and rules.