GIVE AND WIN VOLUNTARY SOCIAL RESPONSIBILITY POLICY AND PROCEDURES

 

 
Policy and Procedures

The Give and Win Lottery is conducted through a registered Remote External Lottery Manager (ELM) Capen Limited (“Capen“), a company registered in England and Wales (company number 8141955 (England)), an external lottery manager (certificate number 000-036257-R-317724-001) whose registered office is at at B55, The Ugli Building, 56 Wood Land, London, W12 7SB.

Fair and open draws policy 

Draws are conducted using a third party lottery, the German Spiel 77 lottery.

Players’ queries and complaints procedure

We value your comments. Your views are very important to us and we take any feedback we receive very seriously. If you are unhappy with any aspect of our work, we would like to hear about it. We appreciate the opportunity your comments give us to learn and improve.

Complaints Procedure  

We value your comments. Your views are very important to us and we take any feedback we receive very seriously. If you are unhappy with any aspect of our work, we would like to hear about it. We appreciate the opportunity your comments give us to learn and improve.

Our definition of a complaint

We define a complaint as an expression of dissatisfaction with the Give and Win Lottery, including the services we provide and/or the behaviour of any member of staff.

Our commitment to you

How to complain to the Give and Win Lottery?

You can contact the complaints co-ordinator through support@giveandwin.co.uk.

We are open during business hours from 9am to 5.00pm.

Our complaints co-ordinator will respond in writing within 14 days of taking the complaint. We will tell the complainant of the outcome of our investigation within 30 days of receiving the complaint.

What if the complaint is not resolved?

Most of our complaints are dealt with effectively. However, if you remain dissatisfied with the response to your complaint then please addresses your complaint to the Chief Executive Officer of Capen Ltd. He will ensure that it is passed to the Responsible Gambling Trust who will provide a final decision on the complaint.

The Responsible Gambling Trust (RGT) will investigate the complaint and try to resolve it with all parties concerned within 30 days. If the complainant still isn’t happy, they can ask the RGT Board to adjudicate.

 

Protecting children and vulnerable people

The following procedures are designed to exclude underage players (those under 16 years old) from participating in lotteries promoted by Give and Win Lottery:

All tickets and entry information states the minimum age for play and the fact that underage players automatically forfeit the right to any prize. An underage player will have any monies paid in relation to the lottery returned to them. Any request from a vulnerable person’s carer to cease emailing lottery packs is honoured immediately. Their details are removed from the mailing database. There is also software that blocks access to all online gambling sites. See www.gamblock.com or www.netnanny.com for more details.

Responsible gambling / problem gambling procedure

The following procedures are designed to encourage people to gamble responsibly and seek help should gambling become a problem:

Self-exclusion from all the Give and Win Lottery is for a minimum of 6 months. If you would like to exclude yourself from all Give and Win Lotteries, please email support@giveandwin.co.uk indicating the period for self-exclusion and your name using the following template.

“I “name” request that I be refused entry to any Give and Win Lottery for a period of “x” months. If during that time I attempt to purchase a lottery ticket, I will be refused. At the end of the period of exclusion specified above, I can, if I wish, participate in a lottery run by Give and Win again.”

Problem gambling

Gambling in moderation is okay, but problem gambling can take over your life. Remembering the following will help to keep gambling in check.

If you are concerned about your own gambling, or that of a friend or relative, then the following questions may offer you some help and guidance.

If you are answering ‘yes’ to many of these questions, then you probably have a gambling problem. Call the GamCare helpline on 0845 6000 133 for friendly and helpful advice from trained counsellors. The helpline is open 8am to 2am, 7 days a week. Sometimes, talking about your problem can be a relief and the first step towards dealing with your problem. Visit www.gamcare.org.uk for more information and advice.

Remote gambling

Remote gambling includes gambling online, by interactive television or by mobile phone.

The advice below is designed to help anyone gambling remotely:

If you are answering ‘yes’ to some of these questions, then it is likely that a gambling problem exists. For friendly and helpful advice from trained counsellors call the GamCare helpline on 0845 6000 133. The helpline operates between 8am and midnight, 7 days a week, 365 days a year. Calls outside of these hours will be taken by a message taking service.

Sometimes just telling someone about your problem can be a relief and it is the first step towards dealing with your problem. You can also visit the GamCare website www.gamcare.org.uk for more information and advice.