Safer Gambling
Although gambling and gaming should be enjoyed as a recreational activity, it can cause a problem for a minority of players. We aim to prevent problem gambling and underage access to our venues while simultaneously providing a friendly and entertaining gambling experience for our players. As a responsible gambling operator, the well-being of our players is of utmost importance.
Merkur 360 Program
Our Merkur brands are setting new standards of player protection with the launch of 360 – a programme which cements the company’s continuous commitment to social responsibility. 360 has been developed following close consultation with the Global Gambling Guidance Group (G4) whose accreditation programme helps organisations to establish a responsible gambling culture and implement initiatives that minimise the harms caused by problem gambling. G4’s wide-ranging audit, which included a cultural assessment based on interviews conducted among staff working at all levels of the organisation, was documented in a dedicated Gauselmann UK specific Action Work Programme.
Although gambling and gaming should be enjoyed as a recreational activity, it can cause a problem for a minority of players. We aim to prevent problem gambling and underage access to our venues while simultaneously providing a friendly and entertaining gambling experience for our players. As a responsible gambling operator, the well-being of our players is of utmost importance.
We have also worked with Gamcare to ensure you can trust the systems and processes we have put in place to support feedback and complaints on our Customer Care platform.
Gamcare operates a service called Safer Gambling Labs. SG Labs offer an opportunity to test or receive feedback from lived experience experts on SG initiatives, messages, activities, or processes in a safe and structured way. This is part of GamCare’s strategic commitment to represent the voice of our service users, and to shape a safer gambling sector for all. SG Labs evaluated the social responsibility elements of MERKUR’s UK customer care portal in February 2022. MERKUR found this to be an extremely useful process and look forward to working with the Gamcare team in the future.
Strictly, Over 18's Only
All of our venues operate a “Think 25” policy, whereby photographic ID is required to gain entry to over 18 areas.
With an independent test pass rate at over 94% for the past 3 years our venues surpass the hospitality industry standard.
In-Venue Tools
Staying In Control is a key part of our messaging in venue. Leaflets can be found in the venue and in private areas like the toilets.
The Golden Rules of playing Fruit Machines or Bingo are:
- Playing in our venues is buying fun, not investing money
- Only play with money you can afford to lose
- Set limits on how much you will spend
- Playing within your means can be fun and exciting
- Spending outside your means can create problems for yourself and others
Only spend what you can afford
Take regular breaks
Set limits for time and money
Remember that gambling is not a way to make money
Gambling shouldn't interfere with personal relationships
Play smart and don't chase losses
Casino Self-Exclusion Scheme
Casinos
SENSE self-exclusion programme offers self-exclusion from all licensed land based casinos in Great Britain. Register in person anytime at a casino or to self-exclude without visiting a casino visit the SENSE scheme website.
Other Self-Exclusion Schemes
Adult Gaming Centres / High Street Arcades / Motorway Service Areas / Family Entertainment Centres
If you want to self-exclude from one or more Adult Gaming Centres, High Street Arcades, Motorway Service Areas and Family Entertainment Centres with age-controlled sections in your area and you can do so in person at the venue. If you would like advice please telephone BACTA on:
020 3930 9769, Monday to Friday between 9am and 5pm.
www.bacta.org.uk/self-exclusion
Bingo Premises
The Bingo Industry Self-Exclusion Scheme (BISES) offers self-exclusion from all licensed
land-based bingo premises across Great Britain. You can register either in-person at a
licensed bingo venue or by telephoning the venue directly.
www.bingo-association.co.uk/self-exclusion
Betting Shops
Call the MOSES help line to self-exclude from multiple bookmakers in your area.
Freephone: 0800 294 2060
www.self-exclusion.co.uk
Online Gambling (via websites/apps)
GAMSTOP helps you put controls in place to restrict your online gambling activities.
Once registered, you will be prevented from using any gambling websites and apps run
by companies licensed in Great Britain, for a period of your choosing.
www.gamstop.co.uk
