Family Entertainment Centres

Preventing underage gambling

Under-18s are allowed on these premises, but must not enter adult-only areas. To make sure that underage people do not gain access to adult-only areas, operators must:

  • check your age if you look as though you may be under 18,
  • refuse you entry to adult-only areas if you cannot provide a suitable form of identification when asked to do so, and
  • take action if there are unlawful attempts to enter adult only areas.

“Suitable identification” is identification that is valid and contains both your photo and date of birth, for example driving licence, passport, or Connexions card.

Some premises do not allow access to under-18s. Where this is the case, age checks must be carried out at the main entrances.

Providing information to customers

Operators must make sure that you can easily obtain information on how to gamble responsibly.

They must also provide information about the help that you can get if you have a gambling problem.

Helping problem gamblers

Operators must make sure that you can easily obtain information on how to gamble responsibly.

They must also provide information about the help that you can get if you have a gambling problem.

Self-exclusion

Self-exclusion is not applicable in Family Entertainment Centres at this time.

Credit

Family Entertainment Centres must not:

  • provide credit in connection with gambling, nor
  • participate in, arrange, permit or knowingly facilitate the giving of credit in connection with gambling.

Making sure gambling is ‘fair and open’

If asked to by the Gambling Commission, operators must be able to show how they have satisfied themselves that their terms are not unfair.

Marketing and advertising

Gambling advertising is monitored by the Advertising Standards Authority and must be socially responsible. This means that adverts must not be targeted or be attractive to children. Adverts cannot present gambling as a solution to financial problems or misrepresent the rules of the game.

Operators may offer you incentives or rewards for gambling with them, but these must be proportionate to the type of gambling involved and the terms and conditions must be made clear.

Complaints and disputes

All operators must have a procedure to deal with customer complaints and disputes. If you make a complaint, you should be advised of the details of the person you should contact and provided with a copy of the complaints procedure.

If you are unhappy with how your complaint has been handled or the outcome, the operator must provide you with details of an independent third-party to review your dispute.