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Version Date: 11th December 2023
Previous Version Date: 1st September 2022
PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING BETFRED.COM AND BETFRED APPS.
Important information about us and how to contact us.
Who we are? We are Petfre (Gibraltar) Limited trading online as “Betfred”, a company registered in Gibraltar. Our company registration number is 99314 and our registered office is at 5.2 Waterport Place, 2 Europort Avenue, Gibraltar, GX11 1AA.
Who regulates us?
How to contact us? You can contact our customer service team by live chat, email, telephone or by post - full details are available on our Contact Us page.
How we may contact you? If we need to contact you, then we will do so by telephone or text (SMS) or by writing to you at the email/postal address you have provided to us.
What do we provide? We provide various gambling products and services for our registered and verified customers, including:
How to complain to us? Please see our Complaints Procedure.
How we may use your personal information? We value your privacy and will only use your personal information as set out in our Privacy Policy.
What ‘cookies’ do we use? Information about the ‘cookies’ we use can be found at Cookies Policy.
How old do you need to be to register for an account or gamble with us? You need to be 18 or over as gambling under this age is an offence. Details of our policy on underage gambling are available on our Underage Policy page.
How many accounts can you have with us? You are only allowed to have one account on our Betfred site . We do not allow you to appoint a proxy, nominee or have an ‘anonymous’ account.
Our Terms
What makes up our Terms? Our Terms are separated into the following: Our terms can be accessed at any time in our terms hub
Where do our Terms apply? Our Terms apply to your use of our content, products and services, whether you are accessing them via a website, mobile device or via an online application. They also apply to you if you are just browsing our content and what we have to offer.
Please read our Terms. Please make sure that you have read these general terms together with any specific terms and significant conditions which apply before you submit your betslip or play one of our games.
What if you do not understand the meaning of the words or symbols we use? If you are unclear of the meaning of any of the words we use or what a symbol means, please do not place a bet or play a game until you understand its meaning. We can assist you with this:
Where can you find guides to our products and services? You can find details of our guides on our ‘Rules and Limits’ areas.
Where can you find our ‘return-to-player’ (RTP) information? This can be found by either clicking on our ‘RTP’ links or by visiting our Game Fairness page, which also explains how the outcome of our games of chance are determined.
Where can you find out about any ‘limits’ that we apply to our products and services? Any limits that we apply are made clear in the specific terms of the event, promotion and games to which they apply.
Safer gambling.
How can we help you to stay safe when gambling? We provide a range of options that can help you gamble responsibly, such as the ability to set limits on the amount of time and money you spend gambling with us. We also provide guidance on how to stay in control and, if required, how to exclude yourself from gambling for periods of time. Further information on the options we provide can be found here.
Do we automatically return deposits and winnings if we discover that you have managed to find a way around your agreement to self-exclude? We will consider your history and circumstances but are not obliged to reimburse your deposits or your winnings as this may encourage you to continue gambling. Our general position is that we do not return staked deposits or winnings in these circumstances.
Our right to make changes
Changes to our Terms. We may need to make changes to our Terms:
then we will simply update the relevant section and you will not be contacted. Continued use of our service will be deemed to be acceptance of these changes.
What if you do not agree to any significant changes we make to our Terms? We aim to make our changes fair. However, we appreciate that you may not agree. If you do not agree to a change, please decline the new terms. You will no longer be able to use our services and your account will be closed; any balance will be returned to you. This only applies where the changes are more significant and may affect how you deal with us.
Changes to our content, products and services. Please note that we may add to, remove from and modify, correct or suspend the content, products and services that we offer from time to time without notice. These changes will not affect any open sports bets you may have or any games that you are in the process of playing or any bonuses or promotions that you may have already opted-in to or that you have placed any qualifying bets towards.
Changes to the rules, payouts and outcome probabilities of our virtual events and games. We will only change these when the affected virtual event or game is not available for gambling and will bring any such changes to your attention, so please look out for notices that say, for example, ‘rules changed’, ‘new odds’ or ‘different payouts’. This does not apply where the specified changes occur in accordance with the game or event rules, for example:
Our responsibility for loss and damage suffered by you
We are responsible for loss and damage that you suffer where it is a foreseeable result of our breaking these Terms or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious, to either party that it will happen.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for: i) death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; and ii) fraud or fraudulent misrepresentation.
We are not liable for business losses. We only allow you to use our content, products and services on a personal, non-commercial basis. Therefore, we will have no liability to you for any loss of business profit, loss of business, business interruption, or loss of business opportunity or any indirect loss you may have suffered.
We are not responsible for delays which are outside of our control. An example of this would be where your internet connection is slow or intermittent.
We are responsible for the content, products and services that we provide to you, even where it is supplied to us by someone else. If you have any complaint or issue with any of our content, products and services, please contact us and follow our Complaints Procedure.
Placing bets with us and playing our games
Your account. You are responsible for the use of your account and agree that you are acting solely for your own personal use.
Your funds. The funds you place in your account must be your own and not those of any other person or from a business (other than a third party payment provider that we accept). We will not allow you to place a bet or play a game unless you have sufficient funds in your account to cover the bet or stake.
You must not use someone else’s betslip or software to place your bets or play our games. All bets must be placed using our betslips and all games must be played via the software we provide. Any attempt to place bets or play our games using any other method (including ‘bots’) will be a breach of our Terms and as such will not be valid.
You are not able to change your bet or game play after it has been accepted by us. Please check that the bets you are placing, the amounts you are staking and the options you choose on our games are correct before confirming them.
You are confirming the following when you place a bet or play a game with us:
If we discover that you are under 18 when you opened your account, your account will be closed and any deposits you have made will be returned to you.
Where any other part of your confirmation is found to be untrue, we are under no obligation to return any staked deposits or winnings on the account. We may also be required to disclose information about you to others: such as our regulators, gaming and sporting bodies, financial institutions and law enforcement agencies or any other body that deals with the investigation of such alleged offences.
What results do we use when settling our bets? It is important to us that we use reliable sources when settling the bets we offer. We will often check a number of different sources. If these sources differ, there may be a slight delay while we seek confirmation of the result. Where we use a specific source, we will state this in the relevant Rules.
How we place limits on what you can win
We place various limits on what you can win from the gambling products and services that we make available to you. We publish these in the Rules and Limits for the particular event, promotion or game.
We limit the amount you can bet and stake on particular events, promotions and games. Where we do this, we will make it clear in the Rules and Limits for the event, promotion or game, for example,
We limit certain combinations of bets and will set these out in the relevant betting Rules and Limits which can be found in our terms hub.
Time Critical Events
Some of the products and services that we make available to you will have ‘time critical’ elements. This means that:
Some examples of this include:
What happens if the price/odds change before we accept your bet? Where this happens, the price and return information will change on your betslip and you will have the opportunity to accept the new price/odds and submit the bet or decide not to place the bet.
If you would like to automatically accept such price/odds changes you can set a preference in your account to only accept odds if they are better.
Please note: We will shortly be adding an option to allow you to set a preference to accept all price/odds changes and not just those which are better. When this option becomes available, if you set your preferences to accept all changes then you are agreeing to accept the changes whether they are in your favour or not. This preference will work for all sports bets added to your betslip (including any ‘in-play’ bets) but does not work on any Lotto, Totepool or Virtual bets we may offer.
When you are placing ‘in-play’ or ‘in-running’ bets with us, please be aware of the following:
Your Account
What information do you need to provide when opening and maintaining an account with us? When you apply to open an account with us, we will ask you to provide certain information (including personal information about yourself) so that we can confirm who you are and that you are eligible to use our products and services (for example, that you are over 18 years of age). These details also allow us to make sure that we can contact you in connection with your account. Please see our Age, Identity Verification page here for more information.
What we do if we find out that your account has been used to gamble by someone who is under 18 years of age? Please see our policy on underage gambling pages here and the procedure we follow in the event that we identify your account as being used by an underage individual.
What if your contact information changes? If there are any changes to the contact information you have provided to us, such as a change to your address, telephone number or registered email, then you must update your account details with the new information as soon as possible. You can do this for certain contact information (which we identify) on your account details page or by contacting us and we will change the information for you. If you do not keep your information up to date, we may suspend or close your account. Please note that any change you make may result in a request for further documentation to be provided if we are not able to automatically verify it.
We use publicly available information. Please note that we use publicly available information to confirm your details as far as we are able, but if we require more information from you at any time, for example where your details have not yet been updated in the public sources that we use, or where we are required to ask you to prove where the monies that you are depositing came from, then we will contact you for further information and provide you with details of how you can securely send this information to us. If we do not receive this information, we will suspend your account which will prevent you from using our services and may delay the withdrawal of any funds on your account.
Depositing and withdrawing monies from your account with us.
Your responsibility for the payment of taxes and other charges. You are fully responsible for your personal taxes, fees and other costs which arise from your gambling activities with us.
Information about currency conversions (or similar) that take place.
User ID and Passwords. When opening an account with us, you will be required to choose a unique username and password. It is your responsibility to make sure that these details are kept private, as you are responsible for all activity on your account. If you lose or forget your username and/or password, or if you are concerned that a third party is aware of them, you should change your password immediately. This can be done by going through our ‘forgotten log in’ link here and choosing the appropriate options.
Suspension and closure of your account
Closing your account. If you want to close your account with us, please contact our customer services team with your request and they will be able to assist you with the process. If you wish to take up one of our Safer Gambling and Self-Exclusion options, please find further information here as to the process and procedures we follow.
When can we suspend or restrict your account? We can suspend or restrict your account in the following circumstances:
We may contact you to provide us with additional information in order to assist us with our investigations. We will usually provide you with 30 days to co-operate with the investigation. Failure to provide the information will result in us making a decision on the information that we hold.
Where our investigations conclude that you fall within any of the above reasons, we will close your account. Unstaked deposits will be returned, but deposits and associated winnings or bonuses will be lost. We will confirm the Action arising from outcome of our investigation (to the extent that the law allows) in writing.
If you do not agree with the results of our investigation, please follow our Complaints Procedure. We will also take such other action that our regulators and the relevant authorities and sports governing bodies require us to take.
What happens when we close your account?
Dormant Accounts
When will we class your account as ‘dormant’? If you have not logged into your account during a period of at least three hundred and sixty-five days (365) then we will class your account as “dormant”. We will write to your last known email address at least 14 days in advance of reclassifying your account.
What if there is money in your dormant account? We will use reasonable attempts to return this to you and will provide you with at least 30 days written notice to your last known address prior to doing any of the following: i) reclassifying the funds, ii) removing this balance from view; and iii) closing your account. Please note that our taking any of these actions does not affect your rights to the balance and you can remove it yourself (if you can still access your account) or contact our customer services team at any time to request the return of your monies and they will provide you with instructions on how to do this.
Problems with our content, products and services
How to tell us about problems? If you spot a problem with our content, products and services, including any of our bets or games, please contact our customer services team and let us know so that we can correct it as soon as possible.
What should you do if you believe that another customer of ours is cheating or using a robot (a ‘bot’)? Please contact our customer services team and provide us with as much information as you can to help us safeguard the integrity of gambling.
What do we do if there is a problem with our content, products and services? We take all reasonable steps to ensure that when we accept your bet and take your stake that we accept it, process it and settle it in accordance with our published terms and rules and the Rules and Limits of the specific game, event or bet. However, occasionally unexpected system flaws, faults or errors occur.
What do we mean by ‘malfunction voids pays and plays’ in our game rules? Where a game does not work as it was intended (i.e. fairly and strictly in accordance with the published rules, any applicable RTP and limits), we say that it has ‘malfunctioned’. In these circumstances, the fairest thing to do is to treat such bets as void (i.e. as if it had never been made) – whether it is in your favour or ours – so that no winnings are paid and no losses are retained by us from the malfunctioning game and you receive your affected stake back.
However, this is not always possible, for example, where you have been playing a malfunctioning game over a number of different days and have placed other bets and played other games with us using winnings from the malfunctioning game along with your own monies; or have used winnings to play poker with another customer. Where things become more complex, we will apply the following principles:
What if you have a problem with your internet connection or device? If for any reason you do not see the confirmation for a bet you wished to place or the results of a particular game that you were playing. For example:
What if we suspect or become aware of irregular betting patterns or game play or manipulations or collusion occurring? We will take such actions as are reasonably required to safeguard the integrity of the event or series of events or the playing of the game, including:
Where no issues have been found then your confirmed bets will be paid out as normal.
What happens where irregularity, manipulation or collusion is found to have taken place? We will let you know the results of our investigation (to the extent permitted by the laws which apply to us) and what we intend to do. If you do not agree with the results of our investigation or our intended actions, please follow our Complaints Procedure.
Additional terms applying to our shared poker rooms
We offer shared poker rooms. These enable players from other poker room websites to join the same game, table or tournament as you. This facility is provided and managed by our third party poker network services provider. In order for you to join and play in these shared poker rooms, you will be additionally required to agree to their terms. If you do not agree to these further terms, then please do not play in the shared poker rooms
What happens if you break the rules and terms of the shared poker rooms? The consequences of breaking the rules and terms will be explained to you in the terms you agree to with the provider of the poker network service and include the right for them to terminate your game or block your account as well as stop you from accessing the shared poker rooms.
How do we try to prevent collusion in the Shared Poker Rooms? Collusion is where two or more players attempt to obtain an unfair advantage by sharing knowledge of their cards or other information at a poker table. Collusion is not permitted under any circumstances. We will do our best to investigate complaints received against players suspected of collusion and take appropriate action against such players.
How you may use our content, products and services
What we own. We either own or are allowed to use all the illustrations, photographs, video, audio sounds, images, games, software and text which are displayed or made available to you. These are all protected by copyright laws and treaties around the world.
What you can copy. You may print off one copy, and may download extracts, of any page(s) we make available to you for your personal use. However, you must not modify the paper or digital copies of any content that you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
No business use. You must not use any part of our content, products and services for commercial, business or re-sale purposes.
Bonuses and Promotions
What terms apply to our bonuses and promotions? Our general terms and conditions apply to all our bonuses and promotions together with any Significant Conditions which we bring to your attention. These can be referenced any time in our terms hub.
What types of Promotions do we offer?
What should you do if you do not understand the offer? If you do not understand any of the terms and conditions which apply to the bonus or promotion, please contact our customer services team for clarification and do not accept any bonus or promotion until you are satisfied that you understand them.
What are ‘free bets’ and ‘free play'? These are amounts which are ‘free’ for you to use to place bets on and play certain of our sports, lotto and virtual products and services (but not Totepool or any of our games). However, the free bet or free play amount cannot be withdrawn as cash and will not form part of any winnings paid to you.
You are under no obligation to use any of these free bets where they are awarded to you and any restrictions on their use will be set out in the Significant Conditions that we make you aware of.
Any unused free bets will expire 7-days after issue unless it is part of a specific promotion that has a different expiry date, in which case this will be explicitly detailed in the Significant Conditions.
Are ‘free bets’ and ‘free play’ the same? Yes, they are the same. In these Terms, we use ‘free bets’ to cover both terms.
What do you receive back if you win using your free bets? All winnings arising from your use of free bets are paid as cash into your Deposit Balance but without any stake element (i.e. we do not pay you the free bet amount).
How will you know whether you are playing with your own monies, free bets or funds which are restricted?
Please note that we will not attach any Promotional Play Restrictions or Wagering Requirements on any monies which you have deposited or which is already capable of being withdrawn from your account.
How will you know what the consequences are of you not complying with Promotional Play Restrictions and/or Wagering Requirements? We will let you know this information within the Significant Conditions section of the relevant Bonuses and Promotions.
What happens to your ‘free bets’ when your account has restrictions (“Account Restrictions”) placed on it in relation to sports betting?
We will not enforce any Account Restriction against you in circumstances where you have already made one or more qualifying bets in respect of a free bet promotion before we told you of the Account Restriction, where enforcing such an Account Restriction would:
Where an account restriction is placed on your account, we will inform you that the account restriction is in place and is without prejudice to your participation in full in any ‘free bet’ bonus or promotion for which you have already placed any qualifying bets or, where this is not possible for whatever reason, the steps you should take to otherwise receive the full benefit of any free bets.
What happens if you do not comply with a Significant Condition? Where we find that you have failed to comply with any Promotional Play Restrictions or Wagering Requirements or any of the Significant Conditions which apply to a bonus or promotion, we will investigate and let you know how we believe you have failed to comply. We will let you know the action arising from the outcome of our investigation in line with terms 10.3 – 10.5 above.
What time limits apply to our bonuses and promotions? Generally our bonuses and promotions must be:
unless we set out different time limits in the Significant Conditions for that particular bonus or promotion.
Any part of the bonus or promotion that is not used within this period will expire and will not be re-issued.
Do the bonuses and promotions have any cash equivalent value? They do not have any cash value but they do have a betting or in-game value that will vary from offer to offer and game to game. The betting or in-game value will be detailed in the Significant Conditions of the particular bonus or promotion.
Are you allowed to use your bonus or Promotion with any other offer? Each of our offers is separate and may not be used with any other promotion or offer.
Are you allowed to use your own monies in conjunction with any bonus or promotion? Where we allow you to use your own monies in conjunction with any bonus or promotion we will let you know in the Significant Conditions attached to the specific bonus or promotion.
Where can you find details of the bonuses and promotions you have signed up to? Please contact our customer services team and they will provide you with the relevant information.
Other important terms
Cash-out opportunities. These give you the opportunity to settle your bet early, without having to wait for the event to finish. Full details of how this operates is set out within the Cash Out FAQs area.
Segregation of Funds. Under the current Gambling Commission of Great Britain’s insolvency rating system, your funds are rated as not protected. Further information can be obtained by visiting: Segregation of Funds - Insolvency Rating System. This rating is based on the fact that your funds are kept in accounts which are separate from our accounts, but they would form part of the assets of the business in the event of our insolvency, where they would not be protected from our creditors.
What Time-Zones do we use? Wherever possible, we use the time-zone applicable to the United Kingdom and will let you know if this is not the case. An example of where this may differ is for any times shown in our games (which will use the time zone settings of your computer).
Nobody else has any rights under our Terms. Our Terms are between you and us. No other person will have any rights to enforce any of our Terms.
If a court finds part of our Terms illegal, the rest will continue in force. Each part of our Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining parts will remain in full force and effect.
Even if we delay in enforcing our Terms, we can still enforce them later. If we delay in taking steps against you in respect of you failing to comply with our Terms, then it will not prevent us from taking action against you at a later date.
Which laws apply to this contract and where can you bring legal proceedings? The Terms are governed by the laws of England and Wales and you can bring legal proceedings in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts. If you live in Gibraltar you can bring legal proceedings in either the Gibraltar or the English courts. The application of English law will not limit any statutory rights you may have in your country of residence.
Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled your complaint, you can contact the alternative dispute resolution provider we use by submitting your complaint to the Independent Betting Adjudication Service (IBAS) via their website at www.ibas-uk.com. Please also see our Complaints Procedure.