About us & how to contact us
- 1.1 Welcome to Matchbingo.co.uk, brought to you by RTSB Limited a company registered in England and Wales. Our company registration number is 10787789 and our registered office is at Office 2, Queen Street, Norwich, United Kingdom, NR2 4SG.
The service is licensed and regulated by the Gambling Commission of Great Britain (051467-R-329050-002).
- 1.2 If you would like to contact us or have any questions about these General Terms please contact Customer Services. They will be happy to help you. You can reach us on:
Post: Office 2, Queen Street, Norwich, United Kingdom, NR2 4SG
What other terms apply to your use of our Services?
- 1.3 To participate in our Services, you will need to set up and register an Account with us (see section 3 below) and as part of this exercise, you will be asked to tick a box to confirm that you accept these General Terms. By doing so, you agree to be bound by the terms when using our Website and you will be entering into a legal contract with us (the “Contract”). The following terms also apply when you are using our Services:
- 1.3.2 Cookies Policy. This contains information on the cookies we use and how you can manage these. You can find that here
- 1.3.3 Individual Games rules. They are on the “Game Rules” tab on the Website.
- 1.3.4 Specific event, competition or promotion rules (together “Promotion Terms”). They will be made available to you before you participate in the relevant event, competition or promotion, and contain additional important information that you will need to agree to before participating in the relevant event, competition or promotion
- 1.4 We do use many specific gaming terms and phrases in these General Terms. Please see our Glossary and Rules sections for more detail. We will not be responsible to you if you make any losses because you didn’t understand what these terms mean.
- 1.5 These General Terms are current as at 7th February 2019 and they replace any previous version you may have been given.
General Terms and Conditions
We know these are sometimes long and we’re sorry about that. But we’ve tried to make them easy to understand.
We can make changes at any time, if:
- 2.2 We are required to do so to reflect changes in relevant laws and regulatory requirements; to implement technical adjustments and improvements to the Website and the Services we make available to you.
- 2.3 In most cases, we would not expect these changes to materially impact your use and enjoyment of the Website, and in those cases, we would not notify you of the relevant changes.
- 2.4 If, however, in our reasonable opinion, the relevant change is likely to be to your detriment, we will seek to notify you of the relevant change by an appropriate notice, for example, to private message you in your Account or to include a prominent notice on our Website.
- 2.5 We advise you to check these General Terms every now and then to check you still agree with them. If you’re happy with the changes just keep using the Website. That’s all you need to do.
Open an Account
3.2 When you open an Account you will need to choose your own password. It will be your responsibility to make sure it’s kept private and secure at all times. If anyone other than you plays on your Account because they have discovered your details or you have not logged out, you will be held responsible, to the extent that this is due wholly or mainly to your act or omission, and we do not take any responsibility for any monies lost unless the loss results directly from our acts or failure to act. If you lose or forget your username and/or password, you can easily reset them. If you think someone else knows them and might use them, let us know straight away.
3.3 You are only permitted to register one (1) Account with us.
Opening An Account
4.1 In order to open an Account and play with us you must satisfy and continue to satisfy the following eligibility criteria:
4.1.1 you must be at least 18 years old and over the legal age for gambling (see section 6 – proof of age and identity);
4.1.2 you must be resident in England, Wales, Scotland, Northern Ireland or Gibraltar (the “Permitted Locations”). Please note that we reserve the right to change the Permitted Locations by adding to this list, and you will be notified of this;
4.1.3 you must not be bankrupt or the equivalent anywhere in the world;
4.1.4 you must not have more than one Account registered in your name on the Website;
4.1.5 you are not subject to Self-Exclusion (as defined in section 15);
4.1.6 you must not be prohibited from gambling by any term of your contract of employment or any rule of a sport governing body or other professional body which applies to you;
4.1.7 the details that you’ve given us when registering your Account, or when communicating with us about our Services, must be true, correct and complete. You must tell us if any of your details change as soon as possible. You can change your details in the “My Account” section of our Website. If the credit or debit card you use with us is ever lost, stolen or reissued, please contact Customer Services and let us know;
4.1.8 you must only create the Account for your own personal use, and not allow your Account to be used by a betting operator. In addition, you are not permitted to allow another individual or organisation supplying data or services to a betting operator to access and/or use your Account. If we find that your Account is being used for business purposes (as described in this section 4.1.8), we have the rights to close your Account and to end the Contract between us as described in section 11; and
4.1.9 you must use your Account at least once in any 12-month period, unless you are subject to Self-Exclusion, in which case your Account access will be suspended until the relevant Self-Exclusion expires and we have taken action to re-open your account.
5.1 To use and access our Services, you are not permitted (and it is prohibited to):
5.1.1 use money belonging to anyone else to play Games;
5.1.2 to spend money that you cannot afford;
5.1.3 play with us if you are under the influence of alcohol or drugs (whether legal, prescribed or illegal);
5.1.4 work for us or any of the suppliers of our gambling equipment and services, and details are set out in our “Colleague Gambling Policy” if you work for us;
5.1.5 when your bank or payment provider declines or refuses or is unable to process a payment or if you deny any of the transactions on your Account;
5.1.6 use your Account for any Prohibited Activity, which includes, without limitation:
“Prohibited Activity” means: any activity which could be considered to be fraudulent, dishonest or illegal including but not limited to:
abuse of our promotional bonuses and offers;
third party funding;
using stolen or fraudulent payment details (credit/debit);
collusion with other individuals where the relevant playing strategy is deliberately intended to abuse the relevant Game play;
utilisation of software to gain an advantage during a Game;
exploitation of loopholes within our software & functionality where the use of the software is deliberately used to abuse the relevant Game;
any Promotional Play Restrictions as described in the relevant Promotion Terms.
Whilst this list of Prohibited Activity represents a good example of what we consider to be Prohibited Activity, we reserve the right to deem other playing strategies and use of other types of technology as Prohibited Activity where we can demonstrate that you are deliberately and dishonestly applying those strategies and techniques with the purpose of abusing the way that we make the Services available to you;
5.1.7 if you do engage, or where we have reasonable grounds for suspecting that you are engaging in, Prohibited Behaviour, we will have the rights described in section 7;
5.1.8 if we consider that you are engaging in any Prohibited Behaviour, we will contact you to explain that we have considered the relevant behaviour and taken certain steps in response. You will be entitled to appeal our findings by contacting our Customer Services team.
We are a regulated business, and we are required to comply with a number of legal and regulatory requirements when providing the Services to you. The service is licensed and regulated by the Gambling Commission of Great Britain (051467-R-329050-002).
6.1 You need to be over 18 years old to have an Account with us. Underage gambling is a crime.
6.2 When you register an Account with us and make your first attempted deposit, we will use a third party to verify your age. If our verification checks are unsuccessful, you will have a maximum of 72 hours to verify your account, and we will contact you if this happens.
6.3 No Withdrawals from the Account will be permitted until your age has been verified. We may need to ask you for more details to prove your age, which may include you providing us with copies of your ID. Further information is available here.
6.4 If we find out that you’re underage we’ll close your Account. Any money you deposited into your Account will be refunded and you will not be entitled to any winnings subject to receipt of adequate evidence
Identification & when we might need to ask for evidence of your identity
6.6 Sometimes we might ask for some background information and proof of where your money comes from. We understand this isn’t always comfortable and we’re sorry for that. There are a few reasons we might need to know:
6.6.1 We want to make sure you feel in control of your spending when you play with us;
6.6.2 Legally, we have to show the money being spent with us is above board. So, if you spend higher amounts with us often we might ask about it. This doesn’t necessarily mean that we’re suspicious about you personally;
6.6.3 In some circumstances you may have to provide further information to us directly in order to complete our verification checks. We are entitled, at our sole discretion, to request a notarised ID, proof of address, utility bills, bank details, bank statements and bank references and any documentation that validates your source of funds;
6.6.4 Until such information has been supplied to our satisfaction we may prevent any activity to be undertaken by you. Where we reasonably believe that deliberately incorrect information has been provided by you we may keep any amount deposited on the Account following the closure of your Account;
6.6.5 Furthermore, whilst we are undertaking any verification checks from time to time, we may prevent you from making Withdrawals from your Account and/or prevent access to all or certain parts of our Website;
6.6.6 Please note that we may from time to time re-perform the verification checks for regulatory, security or other business reasons. If any such restrictions cause you a problem, please contact Customer Services on the contact details provided above.
6.7 We take security very seriously. From time to time we might do a random security check on your Account and keep records of your transactions. As part of these checks we might need to see more of your ID or other information. We might close or suspend your Account and/or stop payments if we don’t see it when we need to.
6.8 We might use the information you give to us to run anti-fraud checks. We might share this information with a credit reference or fraud prevention agency. They might keep a record of this information.
7.1 You should make your own decisions about spending with us and it is your responsibility to ensure you are comfortable making any decisions relating to any Games.
7.2 It is your responsibility to ensure that the details of any Wager (which means a sum of money placed on a Game (which has an uncertain outcome)) that you place with us are made in accordance with the relevant Rules, which may set out additional restrictions on the amount of the Wager and any additional requirements.
7.3 Sometimes we might not let you Wager the amount you want. You can’t Wager more than is in your Account, or more than the amount specified in the relevant Rules.
7.4 When you place Wagers with us it takes a minute for us to process the Wager. Our system needs to accept the Wager before it becomes a valid spend.
8.1 You can deposit money into your Account that can be used to play Games using any of the payment methods we list on the Website (“Deposit”). Further details on how to make Deposits and Withdrawals can be found here. Further details on the average time required for both Deposits (which is usually instant) and Withdrawals (which will usually be between 2-5 working days to hit your account) can be found here. You may set deposit limits within your Account. Please visit the My Account section when logged in or contact any of our Customer Support agents for further details.
8.2 You are not permitted to use your Account as a bank account. We don’t pay interest on the money in your Account.
8.3 All Deposits will be available in Your Account as soon as your bank authorises the relevant transaction. Deposits will show as Match Group Ltd. on your statement.
8.4 When using a debit card, credit card or online payment service (e.g. PayPal), you must make sure that the name on the card or payment service is the same as the name used for setting up your Account.
8.5 The maximum number of payment methods that may be registered on your Account at any given time is three (3) debit or credit cards and one of each online payment service. To change your payment method, please use the facility provided on the Website and/or mobile and tablet applications or contact our Customer Care Team.
8.6 The minimum Deposit is £10 for PayPal. The minimum Deposit for all other payments methods is £5 (five pounds sterling) as may be amended from time to time (on notice).
8.7 Where more than one payment method has been used on your Account we reserve the right to ensure that pay-outs are made in accordance with rules designed to minimise fraud. This means that we may need to make payments to the original payment method you used to make the relevant Deposit.
8.8 You agree not to allow your Account to be impacted by any charge-backs or reversals that may be imposed on by your bank, or to otherwise take steps to cancel any Deposits that you have initiated. If your Account is impacted by such events, you agree to refund and compensate us for such unpaid Deposits including any reasonable expenses properly incurred by us in the process of collecting your Deposit.
8.9 Subject to these General Terms, you may withdraw the available funds from your Account at any time (“Withdrawal”/“Withdraw”). Further information on how to Withdraw can be found here.
8.10 Once you have submitted a Withdrawal request, you will receive a confirmation message that the transfer has been actioned and the balance of your Account will then clear to zero or the balance of the amount not withdrawn.
8.11 Where Withdrawal requests have been submitted, we reserve the right to hold these for approval before processing the request, but this will only be done for anti-fraud and money laundering purposes. Once we have processed the Withdrawal request, please note that all Withdrawals are subject to a clearance period determined by the card issuing bank (normally 2-5 working days but sometimes (very rarely) can take up to 10 working days) or online payment service (normally same day of processing).
8.12 All Withdrawals are subject to minimum and maximum Withdrawal levels, details of which are set out in section 8.13.4 below. We reserve the right to change the minimum and maximum Withdrawal levels at our reasonable discretion.
8.13 The following also applies to all Withdrawals:
8.13.1 All payments made into your Account have been confirmed as cleared and have not been rejected, reversed or otherwise cancelled;
8.13.2 We can’t pay money on to some types of Mastercard. In these cases, we’ll pay you by bank transfer;
8.13.3 Some companies (e.g. Visa) put their own limits on Withdrawals. If you want to Withdraw more than their limit, please contact Customer Services;
8.13.4 The standard minimum Withdrawal amount is £5. However, customers who have a balance lower than this minimum can still Withdraw so long as the request is for the full amount available in the Account balance. The maximum aggregate amount you can Withdraw in one calendar day is £50,000 (or its equivalent in another currency). Please note that Your bank or card provider may also have restrictions. If you wish to make a Withdrawal for an amount greater than £50,000 in any one calendar day, please contact Customer Services;
8.13.5 Any identity checks we are required to conduct pursuant to applicable anti-money laundering laws and regulations or other obligations are clear. To this end we reserve the right to seek such other information as we might require in order to confirm your identity and compliance with these General Terms and any other applicable rules, laws or regulations. Please also note that additional verifications may be required in connection with certain services which may cause an additional delay when making a Withdrawal. Please see the Glossary section of the Website and section 6 above for information about how and when we may need to conduct identity checks from time to time;
8.13.7 You accept that all transactions may be checked to prevent money laundering and that any transactions made by you which we deem suspicious may be reported to the appropriate authorities. We reserve the right to decline and/or reverse the Withdrawal of unspent or otherwise unused Deposits until the verification of these funds we deem satisfactory;
8.13.8 We can only transfer money into Accounts in your name. The Account must be based in a Permitted Location;
8.13.9 The first time you ask for a bank transfer we will need to see proof of your identity.
8.13.10 You may only withdraw to payment methods that are available on site.
8.14 As required by our anti-money laundering obligations and/or as part of our policy with regard to the source of funds placed on deposit, we reserve the right to raise queries regarding the source of any funds placed on Deposit. We may close an Account as described in section 11 and/or may pass on such information as we deem necessary to any relevant authority.
8.15 We do not charge you for Deposits or Withdrawals although you should check with your bank and/or other payment service provider as to whether they will levy any such charges. We do not allow any transfer of funds between our customers’ Accounts.
8.16 Please note that you (and not Match Bingo) are responsible for reporting or declaring any Withdrawals, including any winnings, if such reporting is required by local law, tax or other authorities.
8.17 Any changes to your personal/card details must be advised to us as soon as is possible, as failure to do so may result in your Deposit being declined by your bank.
8.18 As well as informing your bank, please inform us as soon as is possible should your bank card be lost or stolen.
8.19 If you or your bank advise us that your card has been lost or stolen, no further transactions will be accepted on your Account until you contact us with further instructions.
8.20 We reserve the right to withhold or refuse payment of any Prizes or bonuses (under a Promotion) in the event of funds you have deposited into your Account (including any sums you have Wagered) being cancelled or denied by any payment service.
9.1. Monies deposited by our customers to their online gaming Account will be held in a bank account which will be kept separate from our company funds, a ‘Client Bank Account’. This ensures there will always be sufficient funds for customers to Withdraw their balance at any time.
9.2 We have taken measures to protect customer funds in the event of insolvency, but there is no absolute guarantee we will repay these funds.
9.3 This meets the Gambling Commission’s requirements for the segregation of customer funds at the level: Medium Segregation.
9.4 Further information on the Gambling Commission’s ratings system can be found at: http://www.gamblingcommission.gov.uk/for-the-public/Your-rights/Protection-of-customer-funds.aspx
Notification and Acceptance
9.5 We will notify you of our levels of protection around customer funds at the point you first make a Deposit.
9.6 You agree and acknowledge that:
9.6.1 Funds sent to Match Group will be held on trust by Match Group for the named customer pending instructions to (i) apply towards a Game (where they will come out of the Account and be at risk as per any other amounts applied in Gaming) or (ii) to return the funds to the customer. Winnings will also be placed into that Account and held on the same basis.
9.6.2 Funds will be held in a general customer funds account together with Deposits from other customers. Any amounts held in that Account from time to time will be held on trust for the relevant customer, and our determination of the amounts due to each customer from that Account will be conclusive.
9.6.3 There is no guarantee that customers will get their money back on insolvency, but Match Group acknowledges that the funds in that account are not Match Group monies and are held on trust by Match Group for the relevant customers
Our rights to close your Account and end our Contract
10.1 We can close or suspend (as appropriate) your Account at any time which will mean that our Contract will end automatically, in the following circumstances:
10.1.1 if we have reasonable grounds for doing so. We’ll always try to let you know if we decide to close your Account;
10.1.2 if we decide that we will no longer be offering the Services via our Website;
10.2.3 if you break any relevant laws;
10.2.5 if we think you are or have engaged in any Prohibited Activity;
10.2.6 if you fail to meet the Eligibility Criteria;
10.2.7 if we discover that you are accessing the Services from a location outside of the Permitted Location;
10.2.8 if we have reasonable grounds to believe that you have become bankrupt;
10.2.9 if you fail to provide us with such age and identity verification evidence that we request from time to time;
10.2.10 if we discover that you are using your Account for business purposes;
10.2.11 if the level of Deposits and Withdrawals (see sections 7 and 8) does not correspond to a reasonably anticipated volume of play, which may indicate an Account is being used for money laundering purposes. This includes and shall not be limited to making Deposits and Withdrawals with minimal play but without a similar level of corresponding play;
10.2.12 if we discover that you have more than one Account open with us, we will close any additional Accounts that you have;
10.2.13 if where the response to any query raised in relation to section 8.15 does not, in our reasonable opinion, prove satisfactory;
10.2.14 if we discover that the payment instrument you use to make Deposits does not match the name on your Account (we may also cancel any associated Wagers).
10.3 We can suspend your Account at any time for any of those reasons described in section 11.1. above.
Consequences of us suspending or closing your Account
11.1 If we close your Account because of something you have done, this means that you will no longer be able to access the Website or your Account. In addition, we might not allow you into a Club, we might take the money in your Account and we might try to claim back any pay-outs, bonuses or winnings. The response will depend on the reason why we have taken steps to close or suspend your Account.
11.2If we close your Account because you have failed to meet the Eligibility Criteria, we remove the balance of your Account and take any bonuses or winnings from your Account if you fail to meet the Eligibility Criteria;
11.3 if we close your Account or suspend your Account because we think you have engaged in any Prohibited Activity, we will be entitled to withhold any or all winnings which would otherwise be payable to you and share information (together with your identity) with the police and other appropriate authorities. In addition, we may not be required to refund any money in your Account
11.4If we close your Account or suspend your Account because we think you have engaged in any Prohibited Activity, we will be entitled to withhold any or all winnings which would otherwise be payable to you and share information (together with your identity) with the police and other appropriate authorities. In addition, we may not be required to refund any money in your Account.
11.6 To avoid any doubt, we won’t credit any bonuses into your Account and you won’t be entitled to any winnings at any time after the date your Account has been closed.
11.7 If we do suspend your Account:
11.7.1 you won’t be able to play or make any Deposits or Withdrawals until we reactivate it;
11.7.2 no bonuses or winnings will be credited to your Account; and
11.7.3 we’ll try and deal with the reason your Account has been suspended as quickly as possible so that it can either be reactivated or closed, depending on the issue.
11.8 If you have qualified for a Promotion and made one or more qualifying Wagers, we will (unless we are unable to do so for a practical or legal reason) let you receive the Promotion, or the full expected value of the Promotion, before we close your Account.
Your rights to close your Account and end our Contract
11.9 You can ask us to close your Account at any time for any reason (whether it is because of something we have done or whether you just no longer want to use our Services). You may also close your Account and end this Contract if you do not agree with any changes we need to make to the Services or these General Terms.
11.10 When you close your Account we’ll refund any money left in your Account.
11.11 If we close or suspend your Account for any of the reasons referred to above in this section, you will be responsible to us for any and all claims, losses, liabilities, damages, costs and expenses incurred or suffered by us (together “Claim”) arising as a result of or in connection with your fraud, dishonesty or criminal act and you agree to fully compensate us for any costs, charges or losses sustained or incurred by us (including any losses (whether they are foreseeable or not) including any loss of profit and any loss of reputation) in respect of such Claims.
12.1 If you want to take a break from gaming you can ask us to stop you playing and prevent you from accessing the Website (“Self-Exclusion” or “Self-Exclude”). You can ask for a break for at least six (6) months up to 5 years. We can extend your Self-Exclusion on request, for one or more further periods of at least 6 months. During the Self-Exclusion period you won’t be able to access your Account and will be unable to reactivate it under any circumstances until the expiry period has ceased.
12.2 Where you Self-Exclude your Account online this will extend to our Match Bingo clubs (“Clubs”), likewise if you Self-Exclude from our Clubs, this Self-Exclusion will be extended to your Match Bingo Online Account. Details of our Clubs are available here.
12.3 You can ask to Self-Exclude by contacting Customer Services or go to self-exclusion in the My Account section of the Website. Please tell us your full name, address and date of birth when you contact Customer Services.
12.4 If you are considering self-exclusion, you may wish to register with GAMSTOP. GAMSTOP is a free service that enables you to self exclude from all online gambling companies licensed in Great Britain. To find out more and to sign up with GAMSTOP please visit www.gamstop.co.uk.
This can be done via a link on our Website or by visiting GamStop.co.uk. We cannot be held responsible for any loss that you may suffer as a result of an act or omission of GAMSTOP. If you have any problems with the GAMSTOP service, please contact them directly.
12.5 If you wish to re-open your Account after the Self-Exclusion period has ended, you can do so by contacting Customer Services. After confirming you are happy to re-open your Account, you must enter a 24-hour cooling off period, after which, if you are still comfortable to re-open your Account Customer Service will do this for you.
12.6 Whilst we endeavour to ensure compliance with any Self- Exclusion, Self-Exclusion requires the joint commitment of both you and us. During the Self-Exclusion period you must not attempt to try to open new Accounts and you accept that we have no liability whatsoever if you continue gambling and/or seek to use the Website and we fail to recognise that you have requested Self-Exclusion in circumstances which are beyond our reasonable control including, but not limited to, opening a new Account, gambling in one of our Clubs or using a different name or address.
12.7 If you want to take a short break from gambling online you can take time out. You can take a break between one day to six weeks. You can take a break in the My Account section of the Website. If you choose to take a break you won’t be able to use your Account until your break has finished. For the avoidance of doubt, where you take a short break under this section 15.7, this will not constitute a “suspension” of your Account as described in section 11 above.
12.8 We have the facility through our Website for you to track the time you spend gambling – you have the option to set a session or game-play duration reminder prior to game play. If you reach the allocated time you must acknowledge the check before it will be removed from screen and you will have the option to exit the session.
12.9 You have the option to set a Deposit limit on your Account, which includes a limit over a period of 24 hours, 7 days and one month (however you chose to set this). You will not be able to deposit an excess of the amount chosen until the period has ceased.
13.1 If you want to make a complaint about us you should contact Customer Services.
13.2 Let us know about your complaint as soon as possible. If you are complaining about a Game, you need to let us know within 7 days of the original transaction.
13.3 If you’re not happy with how we try to settle your complaint you can ask for it to be looked into by our escalations team.
13.4 If you remain unhappy you can escalate your complaint to an online dispute resolution service (ODR). The ODR helps resolve disputes between customers and businesses. You can file a complaint with them and they will work with both of us to find a resolution through an alternative dispute resolution service (ADR). You can contact the ODR on their Website: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show
13.5 When you have contacted the ODR they will speak to our ADR, IBAS (Independent Betting Adjudication Service). You will hear from IBAS within 30 days and will decide on a resolution within 90 days. Nothing in this section will prevent you from taking action against us in the courts.
13.6 Please note you can also contact our ADR directly, without using the ODR service.
13.7 You acknowledge that our random number generator will determine the outcome of the Games played through the Website and you accept the outcomes of all such games. You agree that in the unlikely event of a disagreement between the result that appears on your screen at the time you are playing a Game and the game server used by us (which is the version that is displayed on the My Account information on our Website), the result that is published in your Account will be the correct one, and you acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the relevant online gaming activity and the results of this participation.
14.2 We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
14.4 This Contract is between you and us. No other person shall have any rights to enforce any of its terms.
14.5 Each of the sections of these General Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.