Responsible gambling at BetWest
Gambling can be addictive, and BetWest accepts only customers over 18. We offer the following to members who want to control or stop their play: a break or an account closure by request to our support team, a full record of play in the account, and the names of independent organisations that help people in the United Kingdom. We list only what exists.
Changes in behaviour that mean stopping to review
Certain changes in behaviour are reasons to stop and review, whatever the stakes.
| Sign | Why it matters | Action |
|---|---|---|
| Cancelling a pending withdrawal to keep playing | Money meant to be kept goes back into play | Leave the request in place and ask for a break |
| Playing to recover earlier losses | The aim has shifted from entertainment to recovery | Stop and review Balance History |
| Hiding the time or the amount spent | A sign that the limit set in advance has gone | Tell someone you trust and contact an independent service |
| Using money meant for essential costs | The loss is no longer affordable | Close the account and seek advice |
| Opening a second account | One account per person is the rule | Do not; ask us for a break instead |
What we can do at your request
A break
If you think you need a break from gambling, contact our support team and we will exclude you for a while. Write to [email protected] or use live chat, which is open 24 hours a day. We close the account as soon as practicable.
Closing the account
To close or deactivate an account, contact support by live chat or email. An account can be reopened through the same route, so decide on the closure with that in mind, and ask for a longer break if you do not want to be able to return soon.
Other accounts
Tell us about every other account you hold on our site. We make reasonable efforts to apply a break to related accounts, and the final responsibility rests with the member.
Where the record of your play is
The Balance History in your profile lists your game activity, and the game history inside a live game window shows how a round ended. Reading it after a session shows the amount and time spent more reliably than memory does, and reading it before the next one shows where the last one ended. The wagering shown for an active bonus appears as a percentage in the profile, so you can see how much play remains before the money is free.
We advise paying attention to the time and the amount of money spent in the game. A bonus does not need to be completed: you may decline to play on, and that choice is yours at any moment.
Protecting minors
Registration for persons under 18 is prohibited, and winnings of underage players are cancelled. If children use the same computer or phone, a filtering program such as Net Nanny can restrict what they reach. Keep the account details, including the PIN, to yourself.
Independent help in the United Kingdom
| Service | What it gives | Contact |
|---|---|---|
| GambleAware | Free, confidential support in Great Britain, a 7-question self-assessment and a spending calculator | National Gambling Helpline 0808 8020 133, open 24 hours |
| GamCare | Consultation and practical support for the consequences of gambling | Via the GamCare website |
| Gamblers Anonymous | Fellowship support for people who gamble | Via the Gamblers Anonymous website |
| Gambling Therapy | Counselling services | Via the Gambling Therapy website |
Features of our site that can lengthen a session
Four features of our site ask for sustained play, and each should be weighed against your own limit before you accept it.
- A casino challenge asks for 150 spins, and a full week of 20 challenges asks for 3,000 spins in return for 1,100 coins.
- A tournament shows a countdown to its end, which can make a session feel urgent.
- A welcome bonus is wagered 35x on the deposit plus the bonus within ten days, so that £100 matched at 100% needs £7,000 of bets.
- VIP levels rise with play, and the benefits begin at level 3.
None of these is a reason to continue. Declining a bonus or leaving a challenge unfinished costs only the reward. A tournament does not oblige you to play until its countdown ends.
A first minute of action
- Stop the game you are in. Bets in a live round stand if you leave, so let the round finish.
- Open Balance History in the profile and read the last session.
- Write to [email protected] or open live chat and ask for a break or a closure, giving your username.
- Call the National Gambling Helpline on 0808 8020 133 if you want to talk to someone at once.
- Tell a person you trust what you have done.
What to include when you ask for a break
Give the username on the account, the type of request, a break or a closure, and any other BetWest accounts you hold. We close the account as soon as practicable. Please do not open a new account afterwards: one person may hold one account, and a duplicate is closed.
If someone else is affected
GambleAware gives guidance for people affected by another person’s gambling as well as for those who gamble, including help with budgeting and finances, blocking tools and referral to local treatment services. The same helpline, 0808 8020 133, takes calls from relatives and friends, free and in confidence, and the 7-question self-assessment on the GambleAware site can be completed by the person concerned.
Making a complaint about your play
If you believe an error was made in your account, such as a bet settled incorrectly or a bonus applied that you did not choose, write to support with the date, the game and the amount. A formal complaint is sent by email to our support team and is reviewed by the responsible department; the full procedure is in the general Terms and Conditions.