Terms, Conditions & Policies

 

Preliminary

  • 1. These are the rules of Aspers Newcastle
  • 1.1. The Proprietor of Aspers (Newcastle) Casino is operated by Aspers (Newcastle) Limited (the Proprietor or Aspers)

The Objects of the Casino are:-

  • 2. To provide patrons with opportunities for lawful gaming and other social and recreational facilities including the provision of food and refreshments.
  • Constitution
  • 3. The casino is owned by the Proprietor. All powers of the Proprietor in these rules may be exercised by the Directors of Aspers (Newcastle) Limited and by Management of the casino.
  • 3.1. The Proprietor will provide the casino with the premises and all reasonable necessities for carrying on the business of the casino in accordance with its objects and these rules.
  • 3.2. The Proprietor shall be the sole authority for interpreting the rules of the casino premises and settling any disputes relating to the affairs of the casino. The conduct of patrons and any questions arising as to the rights or powers or duties of the Proprietor in relation to the casino shall be solely determined by the Proprietor.
  • Officers and Management
  • 4. Any one or more members of Management may review Aspers World membership applications and suspensions.
  • 4.1. The Proprietor or Company Officers may from time to time repeal or amend these rules as they see fit for the wellbeing of the casino and its patrons. Any rules or regulations so decided shall be binding on the patrons.
  • 4.2. Self exclusion (SENSE) may only be reviewed after 6 months has elapsed and by the General Manager, Deputy General Manager or CSM Gaming.
  • General Rules
  • 5. The casino will open during the hours permitted for the time being by the Gambling Act or any amending or substitute legislation. Intoxicating liquor may only be supplied in the casino during the hours permitted by the premises licence and whilst the casino is open and prepared to receive patrons.
  • 5.1. Patrons must be at least 18 years of age or over to enter the premises.
  • 5.2. Any patron who appears to look under 25 will need to prove they are 18 or over by providing photographic identification.
  • 5.3. The Proprietor reserves the right to shut off any portion of the casino premises at any time to exclude patrons there from.
  • 5.4. The Proprietor will prevent access to the casino to anyone acting in a disorderly manner or anyone who in its judgement is intoxicated.
  • 5.5. Patrons are prohibited from bringing alcohol onto the premises and may be refused entry if found in possession of alcoholic beverage.
  • 5.6. Patrons whose personal attire is unacceptable to Management may be refused entry.
  • 5.7. The Proprietor reserves the right to request any patron who is believed to be intoxicated to leave the premises.
  • 5.8. In the interests of safety of all patrons and staff, patrons must be prepared to offer any hand luggage, bags, carriers or the like for inspection by the Proprietors staff appointed to that duty. The Proprietor and Management reserve the absolute right to refuse permission to carry any articles that appointed staff consider being inappropriate for passage into the casino.
  • 5.9. All property whatsoever from time to time brought into the casino by any patron shall be at the sole risk of the person bringing such property onto the premises and neither the Proprietor nor any employee of the Proprietor shall be liable for any loss or damage to any such article, however occasioned.
  • 5.10. No games of hazard or of chance shall be played on the casino premises other than those games agreed by the Proprietor in the course of its business.
  • 5.11. No patron may participate in gaming on the casino premises on behalf of any person not present on the premises at the time, and no patron shall so participate or endeavour to participate unless he is present on the casino premises at the time.
  • 5.12. The Proprietor shall fix total monies payable in respect of any game played at the casino for which table money is chargeable and the time or sessions during which such games may be played in accordance with the provisions of these rules.
  • 5.13. No credit shall be given to enable any persons to take part in gaming or in respect of losses by any person in gaming, to which rule shall be no exception.
  • 5.14. The details of customers shall be kept in files administered by ‘The Data Controller Aspers Casino’. All enquiries should be addressed to The Data Controller at the casino premises. Subject data shall be held for the purpose of legal compliance, the commercial use of the Casino and for the prevention and detection of crime. Such data shall include photographic images where appropriate. The casino premises have CCTV surveillance which incorporates video and audio recording. CCTV is used for the protection and security of Aspers staff, property and customers. Aspers shall comply with the Data Protection Act 1998 with respect to the retention of data, data processing and disclosure.
  • 5.15. In addition, the Proprietor will use information for administration, customer services, marketing and carrying out appropriate security or financial checks. Marketing may contact members by mail, e-mail, phone or text messaging service about our services or promotions, which may be of interest to members unless the member has specifically indicated no correspondence in their original application. Personal Information, such as your name, email address, telephone number, etc. the Proprietor or by using our third-party subcontractors for the purpose of providing you with promotional materials, concerning the products, services, websites and applications which relate to: (i) other companies within the Group; (ii) Brand Owner; or (iii) Group's business partners and affiliates (collectively: “Marketing Affiliates”), which we believes may interest you.
  • We may also share and disclose personal information with our Marketing Affiliates for the purpose of providing you different marketing offers, which we, or our Marketing Affiliates, believe are relevant for you. Our Marketing Affiliates may use this Personal Information for different marketing techniques, such as direct email, SMS and telephone marketing purposes.
  • 5.16. For the comfort of all patrons, mobile phones must not be used whilst at the gaming tables or poker tables during a hand.
  • 5.17. Cameras or any other recording device may not be used in the casino without the approval of the Management.
  • 5.18. The Proprietor has absolute discretion to require any patron found in possession or suspected of being in possession of any electrical, mechanical or computerised article or device for use in component within the Casino premises to leave the premises and where appropriate to suspend, terminate membership or not allow access to the Casino.
  • 5.19. The Proprietor is committed to ensuring the health and safety of its staff, patrons on the premises so far as is reasonable and practicable and the proprietor will comply with all relevant legislation and approved codes of practice. The staff and patrons have a responsibility to act in a responsible manner to ensure their own health and safety and that of others in the casino.
  • 5.20. The Proprietor is committed to maintaining a safe environment in which patrons may enjoy the facilities provided. The manufacture, distribution, dispensation, possession or use of drugs or controlled substances is prohibited on the premises (this includes all land, property, building and parking areas) and offenders’ membership will be revoked. The Proprietor will also cooperate with the police in such matters.
  • 5.21. The Proprietor will not tolerate disruptive behaviour. Behaviour will be deemed ‘disruptive’ if casino property is intentionally damaged, threatening, abusive, indecent or insulting words or behaviour are used towards its patrons or the Casinos employees. The Proprietor has an absolute discretion to suspend or terminate the membership or refuse entry. The Proprietor will share information about any criminal act or disorder committed in the casino by patrons with other Proprietary Casinos and the Authorities.
  • 5.22. The Proprietor has a strict policy against discrimination and will not knowingly permit others to discriminate against any patron or staff member on the grounds of sex, race, disability, age, sexual orientation or religious beliefs. The Proprietor will not tolerate any conduct which may potentially constitute harassment or discrimination against any patron or staff member.
  • 5.23. The Proprietor may initiate and will fully support a criminal investigation following an act of violence against any of its patrons or its employees.
  • 5.24. The Proprietor will remove and exclude from the premises any person suspected or found to have cheated or committed another criminal act. Under these circumstances any attempt to enter the premises will render the excluded person liable to civil action and in accordance with which the Proprietor will seek to recover its costs of such action. The Proprietor will also pursue criminal prosecution against those who commit offences on its premises.
  • 5.25. The Proprietor reserves the right to withhold funds where there is knowledge or suspicion that those funds have been exclusively or partly obtained unlawfully, whilst full investigations are concluded. Funds will be retained in the event the investigation confirms unlawful activity has taken place.
  • 5.26. Systematic or organised money lending between clients on the premises is strictly forbidden.
  • 5.27. Smoking is only permitted in the designated area. Any person found to be smoking on the premises, not in the designated area, may be asked to leave.
  • 5.28. A patron who self-excludes or is casino led excluded agrees that the Proprietor will not be liable for any matter whatsoever if they enter Aspers premises prior to the expiry of the exclusion period.

Protection of Customer Funds

  • 6. Funds are not protected in the event of the insolvency of Aspers (Newcastle) Limited.

Complaints and Disputes

  • 7. Any complaint or dispute should be raised immediately with a member of the Management team. Should you be dissatisfied with the outcome of a gaming dispute you should ask a member of the Management team for an alternative dispute resolution (ADR) leaflet which outlines the process of further complaints.
  • Experian Identification Check
  • 8. An electronic identity check may be carried out at the customer’s request for Aspers World membership. Please note that this ID check does NOT leave a credit “footprint” on an applicant’s credit record. The ID check leaves an ID soft print that is only visible to the individual and not to any lenders and therefore does NOT affect an individual’s credit history or the ability to obtain credit. At no point during this search has The Proprietor accessed any credit or financial information on the applicant.

Anti-Money Laundering & Counter Terrorist Financing (“AML/CTF”)

  • 9 Patrons will be required to produce identification which is acceptable to Aspers when gaming or transacting at certain threshold levels to ensure compliance with AML/CTF legislation.
  • 9.1 Aspers may, as part of its ID verification processes and general enhanced due diligence procedures, conduct checks on patrons with recognised fraud prevention and/or credit agencies to ensure compliance with AML/CTF legislation.
  • 9.2 The Proprietor has a legal obligation to ensure that any funds played in our casinos are legitimate and may, as part of its regulatory requirements seek or request information relating to the source of patrons’ funds which may be used for gaming transactions or in connection with any other business relationship. Aspers also reserves the right not to proceed with any transaction and/or to freeze any monies in its possession until such time that (i) Aspers has obtained the required information to its sole satisfaction and (ii) Aspers has completed any other processes that may be required under its policies and/or procedures or AML/CTF legislation.
  • 9.3 The Proprietor has a legal obligation to ensure that any funds played in our casinos are legitimate. In addition to identification and occupation we may request further information to evidence source of funds. The information will not be shared with other businesses and records will be maintained in accordance with the Data Protection Act 1998.

Responsible Operator

  • 10. The Proprietor recognises that a small proportion of its patrons may experience problems as a result of their gambling. The Proprietor is committed to a policy of promoting a responsible attitude to gambling and provides free literature within it’s’ casinos for the information and benefit of all. The Proprietor will ensure that its management and staff are aware of this issue so that they may offer assistance wherever possible. The Proprietor also offers a self-exclusion programme via Self Enrolment National Self Exclusion (SENSE) with a minimum exclusion period of 6 months.

Aspers World Loyalty Terms and Conditions

  • 11. Aspers World terms and conditions govern participation in the Aspers World program and the issue and use of the Aspers World Cards. Aspers World rules are displayed on the website and a copy is available on request.

These terms and conditions govern participation in the Aspers World program and the issue and use of the Aspers World cards. In these terms and conditions “Aspers” means Aspers Group Limited and “Member” means a person to whom a card has been issued.

These terms and conditions should be read in conjunction with the casino rules, available online at www.aspersstratford.co.uk. If you apply to join Aspers World, you agree to these terms.

  1. To participate in Aspers World, Members must be 18 years or over.
  2. Aspers World is free to join.
  3. Employees of Aspers are not eligible to join Aspers World.
  4. Subject to these terms, Aspers World may entitle a Member to benefits, to be determined and awarded at Aspers’ absolute discretion, on the basis of information recorded on the card during the Member’s visits to participating casinos operated by Aspers.
  5. Admission to Aspers World may only be granted at Aspers’ absolute discretion following an application for membership. An application may only be made in respect of an individual.
  6. Full membership will require valid photo identification along with a photographic image being taken of the applicant and retained by Aspers, before full membership is accepted. Aspers reserves the right to refuse an application for any reason and shall not be obliged to explain its reasons for its refusal.
  7. Valid photo identification is defined as current passport, current UK photo driving licence, current EEA member state identity card, current international photo driving licence, current resident permit (resident permit please ask at the Loyalty Club desk for details).
  8. Aspers World Passenger cards will be offered to those guests who do not have valid photographic identification.
  9. Aspers World Passenger cardholders will not receive a prize wheel sign up offer unless they show valid photographic identification and convert their passenger card into full membership.
  10. All Aspers World cards remain the property of Aspers.
  11. Aspers Online: by registering through the express opt in box on the Aspers World application form, and subject to selecting marketing contact permissions, you acknowledge that the Aspers Group may share and/or disclose your personal information such as your name, email address and telephone number with our business partner Daub Alderney Limited “Daub”, with regards to setting up an Aspers Online account. We may also share and disclose personal information with “Daub” for the purpose of providing you with marketing offers for Aspers Online which we believe may be of interest to you. Daub Alderney Limited shall hold and treat any customer data to the extent required as if “Daub” was a data controller of such customer data for the purposes of the Data Protection Act 1998. Daub Alderney Limited is licensed and registered with the UK Gambling Commission (licence number 39022). Daub Alderney Limited registered at Turing House, Gibauderie, St Peter Port, GY1 1XN.
  12. Aspers reserves the right to change the terms and conditions for Aspers World in line with the Gambling Commissions Licence Conditions and Codes of Practice (LCCP) “fair and open provisions”, customers will be notified of material changes to terms and conditions before they come into effect and can be by a notice being displayed.
  13. The details of all Members are kept in files administered by: The Data Controller, Aspers (Northampton) 6 Commercial Street, Northampton, NN1 1PJ. Aspers may use the information relating to Members for administration, customer services and marketing in accordance with the Data Protection Act 1998. We will not disclose any information to a third party except in regards to Aspers Online registrations and Daub Alderney Limited as identified in clause eleven of these terms and conditions, or to prevent fraud, in the event of criminal activity or if required by law.
  14. Aspers may suspend or withdraw membership from any Member who in its view abuses the Aspers World program or in any way brings the Aspers World program into disrepute.
  15. Only one membership per person is permissible.
  16. Members can only have one active account and a maximum of three active cards at any one time.
  17. Only the Member listed on the card may participate in the Aspers World program and use the card.
  18. Members giving their card or details to any other person for the purposes of using this to gain benefits may have their membership either cancelled or suspended at Aspers’ absolute discretion.
  19. The benefits of Aspers World are intended for the use of the Member registered to the card.
  20. It is the responsibility of the Member to notify Aspers of any change to their details including but not limited to a change to their name and/or address.
  21. In the event of death or bankruptcy of a Member, membership of the Aspers World program will be cancelled and no benefits will be accrued.
  22. Members who are excluded from Aspers’ casino facilities for any reason, including their own self-exclusion, will have their card and all accrued benefits cancelled.
  23. Freeplay Xtra can be earned and redeemed at Aspers casinos and The Casino MK subject to Aspers World terms and conditions.
  24. It remains the responsibility of the Aspers World cardholder to ensure Aspers World cards are inserted properly into the machine when playing slots or electronic roulette.
  25. Aspers Management reserves the right to adjust Freeplay Xtra balances due to misuse, machine malfunction or computer error etc.
  26. In the event of a lost or stolen card, the issue of a replacement card to a Member is at Aspers’ absolute discretion.
  27. Aspers are not responsible for lost or stolen cards, including any resulting misuse.
  28. In the event of a dispute, Aspers’ decision will be final and binding.
  29. Members who opt out of Aspers World will not be entitled to any benefits. Any Member who has opted out may apply to re-join the program.
  30. Any Member may be excluded from Aspers World at Aspers’ absolute discretion.
  31. Aspers will not be held responsible nor have any liability for third party products and services for whatsoever reason and howsoever arising.
  32. Governing Law - both parties agree that these terms and conditions shall be governed in all respects by and construed in accordance with the laws of England and Wales and both parties each submit to exclusive jurisdiction of the courts of England and Wales.

ASPERS WORLD BENEFITS

Access to prize offers on tables, poker, slots or electronics requires Aspers World Voyager, Gold or VIP membership. Players must handover their membership card when redeeming prizes at the Loyalty Club desk. Passenger cardholders can redeem car parking tokens at Aspers Stratford Westfield London and Aspers Newcastle.

Aspers World Passenger Card

Passenger cardholders will be eligible for the following benefits:

  • Access to win your car parking offer on gaming tables available at Aspers Stratford Westfield London and Aspers Newcastle only.
  • Complimentary cloak room.

Aspers World Voyager Card

Voyager cardholders will be eligible for the following benefits:

  • Access to win your car parking offer on gaming tables available at Aspers Stratford Westfield London and Aspers Newcastle only.
  • Complimentary cloak room access.
  • One complimentary spin on the Aspers World prize wheel awarded at sign up or upon conversion of an Aspers World Passenger card into full membership.
  • Access to prize offers through the gaming tables and electronic gaming hot seats promotions - see prize offer terms and conditions.
  • Complimentary tea, coffee and draught soft drinks when playing on tables, poker, slots and electronics.
  • Collect Freeplay Xtra on slots and electronics to be redeemed on slots, electronics, food and beverage.
  • Discounted food, alcoholic and non-alcoholic beverage options, subject to terms and conditions. Responsible service of alcohol guidelines apply. Alcoholic beverages will be at Aspers’ discretion and, in particular, with their service will not be linked to whether, or when, you begin, or continue, to gamble.
  • Access to seasonal partner promotions.
  • Receive Aspers World Voyager birthday offer.
  • Receive regular e-newsletters.

Aspers World Gold Card

Gold cardholders will be eligible for the following benefits:

  • Complimentary cloak room access.
  • One complimentary spin on the Aspers World Prize wheel awarded at sign up to Aspers World.
  • Access to prize offers through the gaming tables and electronic gaming hot seats promotions - see prize offer terms and conditions.
  • Complimentary tea, coffee and draught soft drinks when playing on tables, poker, slots and electronics.
  • Collect Freeplay Xtra on slots and electronics to be redeemed on slots, electronics, food and beverage.
  • Access to seasonal partner promotions.
  • Receive Aspers World Gold birthday offer.
  • Access to complimentary car parking at Westfield Stratford City and The Gate Car Park Newcastle until 23:59 Saturday 30 September 2017.
  • Access to win your car parking offer on gaming tables from 01 September 2017.
  • Discounted food and non-alcoholic beverage menu options – terms and conditions apply.
  • Discounted food, alcoholic and non-alcoholic beverage options, subject to terms and conditions. Responsible service of alcohol guidelines apply. Alcoholic beverages will be at Aspers’ discretion and, in particular, with their service will not be linked to whether, or when, you begin, or continue, to gamble.
  • Receive regular e-newsletters.

Aspers World VIP Card

VIP cards are awarded by invitation only. VIP cardholders will be eligible for the following benefits:

  • Complimentary cloak room access.
  • One complimentary spin on the Aspers World Prize wheel awarded at sign up to Aspers World.
  • Access to prize offers through the gaming tables and electronic gaming hot seats promotions - see prize offer terms and conditions.
  • Complimentary tea, coffee and draught soft drinks when playing on tables, poker, slots and electronics.
  • Collect Freeplay Xtra on slots and electronics to be redeemed on slots, electronics, food and beverage.
  • Access to seasonal partner promotions.
  • Receive Aspers World VIP birthday offer.
  • Card usage entitles you to free daily parking at Westfield Stratford City and The Gate Car Park Newcastle.
  • Complimentary food and non-alcoholic beverage menu options – terms and conditions apply.
  • Discounted food, alcoholic and non-alcoholic beverage options, subject to terms and conditions. Responsible service of alcohol guidelines apply. Alcoholic beverages will be at Aspers’ discretion and, in particular, with their service will not be linked to whether, or when, you begin, or continue, to gamble.
  • Invitations to exclusive VIP events and tailored experiences.
  • Complimentary entry into VIP gaming tournaments.
  • Receive regular e-newsletters.

How to get an Aspers World Card

To receive the full benefits of Aspers World, simply bring valid photo identification along to our Loyalty Club Desk and ask to sign up to Aspers World.
To cash out or buy-in over £1000, valid photo identification is required.

How to Use Your Card

Once you have received your Aspers World card, simply insert the card into your gaming machine whilst you are playing or hand to your table games dealer and this will enable you to access instant prize rewards such as complimentary car parking, receive details of all the latest offers, access to promotions and exclusive invites to special events.

Collect Freeplay Xtra

Freeplay Xtra will automatically accrue every time you use your card and game on slots, electronic roulette or card games at any Aspers casino. Each gaming transaction will earn you Freeplay Xtra at a rate of 2% of average theoretical win based on game hold and turnover during your session.
Freeplay Xtra balances will be expired once a customer has been inactive for a period of three months. Inactive means failing to record any carded visit or purchase at any Aspers property.

Redeeming Freeplay Xtra

Freeplay Xtra can be redeemed once you have accrued a minimum of £1 in value.
Freeplay Xtra can be redeemed as additional gaming credit on slots and electronics or can be used for full or part payment on food and beverage purchases. To redeem Freeplay Xtra on slots simply enter your six digit pin number (day, month, year of birthday in 01 01 01 format) via the player display screen and choose the amount you wish to redeem. Balances are only redeemable in £1 amounts. To redeem your Freeplay Xtra on food and beverage purchases simply hand over your card at the point of purchase and instruct the member of staff on how much you would like to redeem.

Aspers World Restaurant Birthday Offer

  1. Open to invited Aspers World Gold and VIP cardholders only who must be 18 years or over.
  2. Invited VIP and Gold cardholders will be entitled to one annual birthday offer in the month of their birthday subject to opting in for one or more marketing contact permissions using the Aspers World application form.
  3. Marketing contact permissions include: email, SMS and or post.
  4. In order to receive a birthday offer, it is the responsibility of the Member to notify Aspers of any change to their details including but not limited to a change to their name, email, phone number and/or address.
  5. Aspers accepts no responsibility for delays by the postal services or for any other circumstances outside of our control.
  6. The Aspers World birthday offer may be extended or reduced at management discretion in line with the Gambling Commissions Licence Conditions and Codes of Practice “fair and open provisions”, customers will be notified of material changes to terms and conditions before they come into effect and can be by a notice being displayed.
  7. Aspers reserve the right to withdraw or amend the offer at any time in line with the LCCP “fair and open provisions”.
  8. Any disputes must be raised immediately with a member of the Management team.
  9. The birthday offer must be redeemed by the named recipient.
  10. Cardholders will need to show their Aspers World Gold or VIP card when redeeming the offer.
  11. Gold cardholders are entitled to two starters, two mains, two sides and two desserts. Drinks are not included.
  12. VIP cardholders are entitled to four starters, four mains, four sides and four desserts. Included drinks being those within the Aspers World offering.
  13. Invited Members must redeem their restaurant birthday offer between and including the first and last calendar day of their birthday month.
  14. Birthday offers are only valid in the casino restaurant for Sunday to Thursday only – please see casino restaurant opening hours available online.
  15. Birthday offers not available for redemption on Fridays or Saturdays.
  16. Any customer who is barred or excluded from the premises under any circumstance will not be allowed to take up the birthday offer.

Birthday Prize Wheel Token Offer

  1. Open to invited Aspers World Voyager, Gold and VIP cardholders only who must be 18 years or over.
  2. Aspers World cardholders will be entitled to a maximum of one birthday prize wheel token in the calendar month of their birthday subject to opting in for one or more marketing contact permissions using the Aspers World application form.
  3. Marketing contact permissions include: email, SMS and or post.
  4. In order to receive a birthday prize wheel token, it is the responsibility of the Member to notify Aspers of any change to their details including but not limited to a change to their name, email, phone number and/or address.
  5. Aspers accepts no responsibility for delays by the postal services or for any other circumstances outside of our control.
  6. The Aspers World prize wheel birthday token offer may be extended or reduced at management discretion in line with the Gambling Commissions Licence Conditions and Codes of Practice “fair and open provisions”, customers will be notified of material changes to terms and conditions before they come into effect and can be by a notice being displayed.
  7. Aspers reserve the right to withdraw or amend the offer at any time in line with the LCCP “fair and open provisions”.
  8. Any disputes must be raised immediately with a member of the Management team.
  9. Invited Members need to collect their birthday prize wheel token from the Loyalty Club desk.
  10. Invited Members can collect their birthday prize wheel token from 12:00am on the first day of their birthday calendar month.
  11. Invited Members have until 23:59 on the last day of their birthday calendar month to collect their birthday token.
  12. Prize Wheel terms and conditions apply.

Welcome Back two free bets on roulette tables that could win you £5

  1. Welcome Back offer for invited Aspers World Voyager, Gold and VIP cardholders only who must be 18 years or over.
  2. Valid for use on a straight up roulette bet only.
  3. One voucher to be played per spin only.
  4. Can only be redeemed with a valid Aspers World card.
  5. Valid on date of issue only.
  6. Voucher value is £0.01p and for 500:1 roulette bet only.
  7. Maximum winning pay-out is £5.
  8. There is no cash alternative for this offer.
  9. The complimentary roulette bet offer may be extended or reduced at management discretion in line with the Gambling Commissions Licence Conditions and Codes of Practice “fair and open provisions”, customers will be notified of material changes to terms and conditions before they come into effect and can be by a notice being displayed.
  10. Aspers reserve the right to withdraw or amend the offer at any time in line with the LCCP “fair and open provisions”.
  11. Any disputes must be raised immediately with a member of the Management team.
  12. Vouchers are not for resale. Any defaced or photocopied prize voucher or similar will not be accepted.
  13. Any customer who is barred or excluded from the premises under any circumstance will not be allowed to take up the free bet offer.

Welcome Back two free bets on roulette tables that could win you £50

  1. Welcome Back offer for invited Aspers World Voyager, Gold and VIP cardholders only who must be 18 years or over.
  2. Valid for use on a straight up roulette bet only.
  3. One voucher to be played per spin only.
  4. Can only be redeemed with a valid Aspers World Voyager, Gold or VIP card.
  5. An Aspers World Voyager, Gold or VIP card must be presented to the dealer when redeeming the free bet offer.
  6. Valid on date of issue only.
  7. Voucher value is £0.01p and for 5000:1 roulette bet only.
  8. Maximum winning pay-out is £50.
  9. There is no cash alternative for this offer.
  10. The complimentary roulette bet offer may be extended or reduced at management discretion in line with the Gambling Commissions Licence Conditions and Codes of Practice “fair and open provisions”, customers will be notified of material changes to terms and conditions before they come into effect and can be by a notice being displayed.
  11. Aspers reserve the right to withdraw or amend the offer at any time in line with the LCCP “fair and open provisions”.
  12. Any disputes must be raised immediately with a member of the Management team.
  13. Vouchers are not for resale. Any defaced or photocopied prize voucher or similar will not be accepted.
  14. Any customer who is barred or excluded from the premises under any circumstance will not be allowed to take up the free bet offer.

Welcome Back Two Free Beverages

  1. Valid for one use on select alcoholic and non-alcoholic beverage options which are: house draught beer, house wines, house spirits and draught soft drinks.
  2. Maximum one beverage per voucher.
  3. Can only be redeemed with a valid Aspers World Voyager, Gold or VIP card.
  4. Can only be redeemed at Aspers bars, and cannot be used with valet or table service.
  5. An Aspers World Voyager, Gold or VIP card must be presented to a member of staff when redeeming a free beverage offer.
  6. Valid on date of issue only.
  7. There is no cash alternative for this offer.
  8. The Welcome Back free beverage offer may be extended or reduced at management discretion in line with the Gambling Commissions Licence Conditions and Codes of Practice “fair and open provisions”, customers will be notified of material changes to terms and conditions before they come into effect and can be by a notice being displayed.
  9. Aspers reserve the right to withdraw or amend the offer at any time in line with the LCCP “fair and open provisions”.
  10. Any disputes must be raised immediately with a member of the Management team.
  11. Vouchers are not for resale. Any defaced or photocopied prize voucher or similar will not be accepted.
  12. Complimentary offers of alcohol are subject to responsible service of alcohol guidelines. Alcoholic beverages will be at Aspers’ discretion and, in particular, with their service will not be linked to whether, or when, you begin, or continue, to gamble.
  13. Any customer who is barred or excluded from the premises under any circumstance will not be allowed to take up the complimentary drink offer.

Terms and Conditions – Prize Wheel (Stratford, Milton Keynes, Newcastle)

  1. Open to Aspers World Voyager, Gold and VIP cardholders only who must be 18 years or over.
  2. The prize wheel promotional period will begin 12:00pm Saturday 01July 2017.
  3. Aspers reserve the right to withdraw or amend the promotion at any time in line with the Gambling Commissions Licence Conditions and Codes of Practice “fair and open provisions”, customers will be notified of material changes to terms and conditions before they come into effect and can be by a notice being displayed.
  4. Any disputes must be raised immediately with a member of the Management team.
  5. The prize wheel token can only be played once and can only be played on the Super Wheel gaming table.
  6. Players must place their prize wheel token inside the promotion bets box on the Super Wheel table layout.
  7. Prize tokens must be placed before the dealer calls “no more bets” and spins the Super Wheel.
  8. No prize tokens will be accepted once the Super Wheel has been spun.
  9. Prize wheel tokens placed whilst the Super Wheel is in motion will be deemed void.
  10. The potential prize on offer will be based on where the wheel comes to rest.
  11. All prizes on offer are clearly displayed at the Super Wheel gaming table and at the Loyalty Club desk.
  12. If the wheel clapper lands in between two segments, the previous segment to pass the clapper will be the final result.
  13. Prizes cannot be exchanged for the cash equivalent or for an alternative prize in any circumstances.
  14. The prize wheel token and any winning Aspers food and beverage prize vouchers are not redeemable for cash.
  15. No change will be given on Aspers food and beverage vouchers.
  16. Prize tokens and Aspers food and beverage vouchers cannot be resold.
  17. Any defaced or photocopied prize voucher or similar will not be accepted.
  18. Food and beverage prize vouchers: management reserves the right to refuse the service of alcohol at any time. Responsible service of alcohol applies.
  19. Players can transfer the prize wheel token to any Aspers World Voyager, Gold or VIP cardholder.
  20. Players can transfer any winning Aspers food and beverage vouchers to any Voyager, Gold or VIP cardholder.
  21. Any customer who is barred or excluded from the premises under any circumstance will not be allowed to claim a prize through the prize wheel.
  22. Prize redemption cut-off dates are clearly printed on winning prize vouchers.
  23. The promotion is not available to employees of the Aspers UK Holdings Limited group or anyone associated with the group or its employees.
  24. Aspers Group Limited cannot accept responsibility for any damage, loss, injury or disappointment suffered as a result of accepting any prize.

Terms and Conditions – Prize Wheel (Northampton)

  1. Open to Aspers World Voyager, Gold and VIP cardholders only who must be 18 years or over.
  2. The prize wheel promotional period will begin 12:00pm Saturday 01July 2017.
  3. Aspers reserve the right to withdraw or amend the promotion at any time in line with the Gambling Commissions Licence Conditions and Codes of Practice “fair and open provisions”, customers will be notified of material changes to terms and conditions before they come into effect and can be by a notice being displayed.
  4. Any disputes must be raised immediately with a member of the Management team.
  5. The prize wheel token can only be played once.
  6. Players must present their prize wheel token to a member of staff at the prize wheel.
  7. The potential prize on offer will be based on where the wheel comes to rest.
  8. All prizes on offer are clearly displayed at the Loyalty Club desk.
  9. If the wheel clapper lands in between two segments, the previous segment to pass the clapper will be the final result.
  10. Prizes cannot be exchanged for the cash equivalent or for an alternative prize in any circumstances.
  11. The prize wheel token and any winning Aspers food and beverage prize vouchers are not redeemable for cash.
  12. No change will be given on Aspers food and beverage vouchers.
  13. Prize tokens and Aspers food and beverage vouchers cannot be resold.
  14. Any defaced or photocopied prize voucher or similar will not be accepted.
  15. Food and beverage prize vouchers: management reserves the right to refuse the service of alcohol at any time. Responsible service of alcohol applies.
  16. Players can transfer the prize wheel token to any Aspers World Voyager, Gold or VIP cardholder.
  17. Players can transfer any winning Aspers food and beverage vouchers to any Voyager, Gold or VIP cardholder.
  18. Any customer who is barred or excluded from the premises under any circumstance will not be allowed to claim a prize through the prize wheel.
  19. Prize redemption cut-off dates are clearly printed on winning prize vouchers - see back of prize voucher for further details.
  20. The promotion is not available to employees of the Aspers UK Holdings Limited group or anyone associated with the group or its employees.
  21. Aspers (Northampton) Limited cannot accept responsibility for any damage, loss, injury or disappointment suffered as a result of accepting any prize.

Responsible Gambling

The Aspers Group is committed to conducting its business with integrity and to adopting respectable and ethical standards, acting across its business interests with due care and diligence. The Company is committed to compliance with the Gambling Act 2005, the Gambling Commission’s Licence Conditions and Codes of Practice, the Anti-Money Laundering Regulations 2007and the Licensing Act 2003.

The Company ensures that its employees are aware of and fully comply with the licensing objectives and will deal with the Gambling Commission in an open and co-operative way. We are committed to socially responsible gambling and run and support the Aspers initiative, 'Community Action for Responsible Gaming' (CARG), in any area that we operate an Aspers casino.

The Aspers Group has internal procedures in place to ensure that its business is conducted in compliance with all relevant primary and secondary legislation. The procedures will be communicated to all relevant staff and all those staff members who are required to hold a Gambling Commission Personal Licence will have the requisite competency for the licence held and the responsibilities associated with that position. We have well established staff practices and procedures in place including procedures for all staff to report grievances.

We believe that a well-structured and organised corporate business with well-trained management and staff is essential to our success. We deliver this success within the UK gambling legislative framework, working with our regulator through our management and compliance teams.

Damian Aspinall

Damian Aspinall
Chairman

Managing your gambling

We all take risks, and gambling is a particular style of risk taking that is exciting and fun. For most people who enjoy gambling in a casino it is an entertaining experience.

The temptation to try your luck or experience an early win may be irresistible. Each time you win you may find that you spend your winnings on more gambling, and if you lose you may desperately continue, hoping that a ‘big win’ is just round the corner. The more you do this the more absorbed you become in the activity.

This is why gambling is so habit forming. If you have lost control with your gambling, and gambling isn’t fun for you anymore read on, this information may help; or if you know someone who is not gambling responsibly, pass on this information.

Is gambling no longer fun or do you have a gambling problem?

The following questions have been devised for gamblers to ask themselves

  • Have you put at risk important or significant relationships, educational studies, a job or your career because of gambling?
  • Do you chase losses by continuing or quickly returning to gamble when on a losing streak?
  • When you win do you have a strong desire to return and win more?
  • Have you lied, stolen or borrowed to get money for gambling?
  • Are you reluctant to spend gambling money on anything else?
  • Do you ever gamble for longer than you had planned?
  • Do you ever use gambling to escape worry trouble, disappointment or frustration?
  • Do you feel depressed or suicidal because of your gambling?
  • Are you in debt because of your gambling?
  • Have you ever sold your own or your family’s possessions to attain money to gamble or to pay gambling debts?

The more you answer ‘yes’ the greater the likelihood of a serious gambling problem. Speak to someone about this.

Strategies for help

Talk about it

  • Be honest, firstly with yourself and then with others.
  • Talk about it with someone you trust; your family, a friend, a counsellor or call the GamCare Helpline.
  • Regularly take a reality break; get up and walk away from the gaming activity.
  • Consider setting financial limits by limiting the amount of money that can be withdrawn.
  • Talk to your casino General Manager, they do understand. Their experience in the industry gives them an awareness of the issues involved. There are a number of options that the casino can implement to help you get the gambling dependency under control.
  • Request to self-exclude from the casino and join Self Enrolment National Self Exclusion (SENSE) a voluntary self-exclusion scheme operated by the National Casino Forum on behalf of its members. By joining SENSE you will be excluded from all UK land based casinos that participate in the scheme. The exclusion is for a minimum period of 6 months.
  • To join SENSE speak to a Casino Manager or complete an enrolment form. The Manager will explain the scheme and terms and conditions to you and the minimum 6 month period of exclusion.
  • Most of all take responsibility for yourself. Don’t run away from your problems, it never solves anything.

Practical Steps

  • Stop all gambling while breaking the habit.
  • Look for patterns in your behavior. Do you gamble when you’re bored, stressed or under a lot of pressure?
  • Use a calendar and mark each day you do not gamble, so you can see the progress you are making.
  • Ask someone you trust to handle your money for an agreed amount of time (e.g. 3 months).
  • Reward yourself after a period free from gambling by spending some of the money you have saved on yourself?
  • Remember take one day at a time. Overall be optimistic, you can overcome a gambling dependency. Some gamblers find it impossible to go back to gambling without losing control, whilst others at a later stage are able to return to controlled gambling.
Accredation. Certification. Evaluation

SENSE

SENSE allows people who believe they have a problem with their gambling to voluntarily enrol in a scheme to exclude themselves nationally from all land-based casinos in the UK.

Sense Information
Sense Information Leaflet & Enrollment Form

Help & Advice

Certificate of Social Responsibility

GamCare

Helpline 0808 802 0133
8am to midnight - 7 days a week
www.GamCare.org.uk

Provides information, advice and counselling to individuals, their family and friends who may be affected or are concerned about problem gambling.

Gamblers Anonymous (GA)

Helpline – 020 7384 3040
www.gamblersanonymous.org.uk

A self-help fellowship of compulsive gamblers wanting to address their gambling problems. Their sister organisation, Gam-Anon, runs groups for partners/families of compulsive gamblers groups are helped weekly throughout the country.

Gordon House Association

Advice, education and therapeutic support to problem gamblers and those affected by problem gambling.

Helplines - 020 8778 3331/ 01384 241292
http://gordonmoody.org.uk/

National Debtline

Helpline 08088 084000
www.nationaldebtline.co.uk

Offers advice and support to enable callers to deal with their debts in a proactive and informed way. Self-help information packs are sent free to individuals with debt problems.

Gamble Aware

www.gambleaware.co.uk

Established by the Responsible Gambling Trust (RGT) to provide advice and information about

Community Action for Responsible Gaming (CARG)

www.carg.co.uk

Community Action for Responsible Gaming is an imitative unique to Aspers and seeks to constructively address problem gambling issues in society. It is a voluntary, not-for-profit group, made up of a cross section of community representatives including the Police, the Church, GamCare and Aspers management, designed to facilitate discussion, increase knowledge and reduce the risks of problem gambling.

If you feel that you or someone you know needs advice regarding gambling problems, please do not hesitate to speak to any of the Aspers Casino Management team.

Privacy Policy

This is the privacy statement of Aspers Group Limited ("we" or "us"). We respect your privacy and recognise the need for the appropriate protection of the personal data we collect from you or that you provide to us on our websites (including www.aspers.co.uk, www.aspersstratford.co.uk, www.thecasinomk.co.uk, www.aspersnorthampton.co.uk, www.aspersnewcastle.co.uk and www.aspersgroup.co.uk) and in our casinos.

This policy (together with our Terms and Conditions for the casino you are providing your personal data to and any other documents referred to in them) sets out the basis on which your personal data will be processed by us. Please read the following policy carefully to understand how we will use your personal data. By visiting our websites and casinos you are accepting and consenting to the practices described in this privacy policy.

For the purpose of the Data Protection Act 1998, the data controller of your personal data will be the Aspers company responsible the casino or website where your personal data is collected. Each Aspers company is registered as a data controller with the Information Commissioner.

If you have any questions about our privacy policy, you should contact us by email on collator@aspers.co.uk and we will try to answer your queries.

Information, Collection and Use

Where you have provided us with Registration Information, such as name, address, email address, occupation and date of birth, we will use this for the purpose of processing your application and otherwise dealing with all aspects of your membership.

We will also use your contact details provided to us during registration or via one of our websites for the purpose of informing you about related products, services and promotions from the Aspers Group by telephone, SMS, email and post unless otherwise specified. If you would prefer not to receive such information please let us know by emailing us at collator@aspers.co.uk or by visiting the Loyalty desk.

We may also collect personal data from you whenever you interact with the Aspers Group, for example if you were to make a complaint or ask a query in one of our casinos we may keep a record of your contact details or other information about you.

All our casinos use CCTV which captures both audio and images. We use CCTV for the protection and security of our staff, property and customers. We also use the CCTV to help us deal with disputes, and we may from time to time disclose CCTV footage and audio to the police, government agencies and other third parties.

In the course of running or restructuring out business, we may acquire the assets of another company or sell the assets of our company. During such transactions, information about customers is frequently considered to be a business asset that is included in such a sale or acquisitions. In such an instance, your Registration Information and/or other personal data we hold about you may be transferred to another company.

We may disclose personal data if required to do so by law or in the good faith belief that such action is necessary to (a) to allow us to comply with any legal obligation or legal process served on us or our websites; (b) to assist with the prevention and/or detection of criminal activity; and (c) protect and defend the rights of us, or our websites or users of our websites.

We also share personal data with other casinos in respect of data sharing schemes relating to barred customers, and with our business partners and subcontractors to allow them to provide services to us.

Security

Whenever we are processing your personal data, we take reasonable and appropriate steps to protect it. In doing so, we will ensure compliance by our staff with strict standards of security and confidentiality. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our websites; any transmission is at your own risk.

Furthermore, we cannot guarantee that our security measures will prevent third parties from illegally obtaining any information. In this unlikely event, we accept no liability for the resulting consequences.

The personal data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. By submitting your personal data, you agree to this transfer, storing and processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

All information you provide to us is stored on our secure servers. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our websites, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Your rights

You may at any time request a copy of the personal data we hold on you by sending an email to collator@aspers.co.uk

Site Links

The materials that can be linked from linked sites are not maintained by us and we are not responsible for the contents thereof. Any reference to a linked site or any specific third party product or service by name does not imply or constitute its endorsement by us, and you assume all risk with respect to its use. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Notification of Changes

If we decide to change our privacy policy, we will post material changes on our websites so our users are always aware of what personal data we collect, how we use it, and under what circumstances, if any, we disclose it. If we change our policy in respect to our marketing practices, you may chose to unsubscribe from receiving further marketing from us as set out above.

Date of change Summary of change
   
   

Copyright Notice

The copyright in the contents and materials of this website is owned by Aspers Group Limited. As content on the website is copyrighted, any unauthorised use of any materials on the web site may violate our rights pertaining to such material. If a user downloads the materials on the web site for personal or non-commercial use, the user must retain all copyright and other proprietary notices contained in the original materials on any copies of the material. Materials on the web site may not be modified, reproduced or publicly displayed, performed or distributed or used for any public or commercial purposes.

Disclaimer

The materials contained in this web site are for general information only and do not constitute advice on any matter. We accept no responsibility for any loss caused by reliance on any statement contained in this web site. Links to other sites from these pages are for information only and we accept no responsibility for any material contained within those sites.

Due to the nature of the electronic communication process, we cannot, nor do we, guarantee or warrant, that access to our website (or any part of it) will be uninterrupted, or without delay and we accept no liability in this respect. Furthermore, whilst we make all reasonable attempts to exclude viruses from this website, we cannot ensure that it will be free of viruses and we cannot and do not accept any liability in this respect. You are therefore recommended to take all appropriate safeguards before downloading or accessing information from this website.

This disclaimer and any claim based on use of information from this website shall be governed by the laws of England and the parties submit to the exclusive jurisdiction of the Courts of England and Wales.

Use of site: Users must be over 18 years old and comply with English law.

This site contains information, content, features, products and services which are suitable only for persons over 18. Therefore this website, and any part of it, is only available to those who are over 18 years of age. This site operates in accordance with and complies with all elements of English law, including data protection. By continuing to the next page or visiting, using, viewing the whole or any part of it or having any involvement whatsoever with this website you are confirming that you are over 18 and will not misuse the website in any way and continue to use this site in accordance with and compliance with all elements of English law. If you are under 18 years of age or do not agree to be bound or abide by this notice then you are not authorised to or visit, use, view the whole or any part of it or have any involvement whatsoever with this website and must leave the website immediately. We reserve the right to take action against those who do not.

Cookies

We collect information about your visit to our websites, including the details of the domain from which you access the Internet, the date and time you access our websites. You cannot be identified from this information, and will be used by us purely for monitoring activity on our websites. We do not use “cookies” to collect and distribute information to third parties for marketing purposes.

A "cookie" is a piece of information, like a tag, that's stored on your computer, tablet or phone when you visit a website. Cookies make web surfing easier for the user by saving user preferences while visiting a website. The only personal information a cookie can contain is information supplied by the user. A cookie cannot read data off a user's hard drive or read cookie files created by other websites. The use of cookies is an industry standard that can be found on most major websites. Cookies help us determine which pages of our websites are popular by showing how and when users use our websites.

Many improvements and updates to our websites are based on such data as total number of users and pages viewed. Cookies allow this information to be easily tracked by us. We use information obtained from cookies to provide services better tailored to each user's needs. While this activity depends on the use of a "cookie", users of our websites have the option of disabling cookies via user's browser preferences.

Any changes to the use of cookies posted on our websites apply as soon as they are posted. By continuing to use our websites after any changes are posted, user, users acknowledge acceptance of those changes.

We use the following cookies:

Strictly necessary cookies. These are cookies that are required for the operation of our websites. They include, for example, cookies that enable you to log into secure areas of our websites.

Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our websites when they are using them. This helps us to improve the way our websites work, for example, by ensuring that users are finding what they are looking for easily.

You can find more information about the individual cookies we use and the purposes for which we use them in the table below:

Provider Cookie IDs Expiry Description How to refuse
Google Analytics __utma 2 years from set/update Used to distinguish users and sessions. The cookie is created when the javascript library executes and no existing __utma cookies exists. The cookie is updated every time data is sent to Google Analytics. Click here for more privacy information
Google Analytics __utmt 10 minutes Used to throttle request rate. Click here for more privacy information
Google Analytics __utmb 30 mins from set/update Used to determine new sessions/visits. The cookie is created when the javascript library executes and no existing __utmb cookies exists. The cookie is updated every time data is sent to Google Analytics. Click here for more privacy information
Google Analytics __utmc End of browser session Not used in ga.js. Set for interoperability with urchin.js. Historically, this cookie operated in conjunction with the __utmb cookie to determine whether the user was in a new session/visit. Click here for more privacy information
Google Analytics __utmz 6 months from set/update Stores the traffic source or campaign that explains how the user reached your site. The cookie is created when the javascript library executes and is updated every time data is sent to Google Analytics. Click here for more privacy information
Google Analytics __utmv 2 years from set/update Used to store visitor-level custom variable data. This cookie is created when a developer uses the _setCustomVar method with a visitor level custom variable. This cookie was also used for the deprecated _setVar method. The cookie is updated every time data is sent to Google Analytics. Click here for more privacy information

THIRD PARTIES

Please note that third parties may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.

CONTROL OVER COOKIES

If you don’t want to receive cookies, you can modify your browser so that it notifies you when cookies are sent to it, or you can refuse cookies altogether. You can change the settings on your browser to prevent cookies being stored on your computer or mobile device without your explicit consent. Your browser "help" section will normally provide details on how to manage the cookie settings.

You can also delete cookies that have already been set. Alternatively, you may wish to visit www.aboutcookies.org, which contains comprehensive information on how to do this on a wide variety of desktop browsers.

If you do not accept cookies your user experience on our websites may be affected as you may not be able to experience the full functionality of our websites.

ICPA
INDEPENDENT PANEL FOR CASINO & BINGO ARBITRATION

ALTERNATIVE DISPUTE RESOLUTION


INDEPENDENT PANEL FOR CASINO & BINGO ARBITRATION

IPCA ADR PROCESS
  1. The ADR controller will assign an ADR official to investigate the complaint and notify all parties concerned.
  2. The ADR official will request all relevant evidence and documentation from all concerned parties and inform all parties of their right to withdraw at any time from the process.
  3. The ADR official upon receipt of the evidence will notify the parties that the evidence received constitutes a ‘complete complaint file’. An outcome (proposed decision/resolution) to the dispute will be met within 90 calendar days from the date the “complete complaint file” has been received (in “certain exceptional cases” in “highly complex disputes” the ADR official is free, at his/her own discretion, to extend the 90 calendar day deadline).
  4. The ADR official will normally provide a draft report allowing reasonable time for comment from all parties. This may include any statements made and opinions given by experts.
  5. The ADR official will consider any comments prior to completing the report.
  6. The ADR official will provide a final report to the ADR controller outlining the outcomes and grounds on which the proposed decision/resolution is based.
  7. When the ADR controller is satisfied that the process has been adhered to and the decision/resolution in the report is valid, the controller will forward the report to all parties concerned.
  8. In accordance with the Gambling Commission’s expectation gambling operators will offer ADR which is binding on the operator (if accepted by the consumer) for disputes which would otherwise be taken to the small claims court (currently disputes of not more than £10,000). For disputes over £10,000, the ADR procedure need not be binding – this would allow, for example, that mediation could be employed for disputes of more than £10,000 or for adjudication decisions to be non-binding on the operator.
  9. In accordance with consumer protections the customer is not legally bound to abide by any IPCA decision and therefore does not deny the consumer his or her UK statutory consumer protections.

INTERNAL DISPUTE RESOLUTION

Aspers fully supports the objective detailed in the Gambling Act 2005 that gambling be conducted in a fair and open way.

Should you have any complaint or dispute about any gambling related decision, a member of our management team should be able to settle the problem for you at the time.

However, should you not be satisfied with their decision, and all internal avenues of dispute resolution have been exhausted you may refer the matter to the Independent Panel for Casino and Bingo Arbitration (IPCA).

The IPCA is tasked with reviewing any complaints or disputes relating to the land based casino and bingo industries that cannot be settled internally.

The process for settlement of any gambling related dispute is as follows:-

  • The matter should be raised with the dealer, table supervisor preferably at the time.
  • If you are not satisfied with their decision, it should be raised with the Floor Manager, again, preferably at the time.
  • If not satisfied with their decision, you should put your complaint in writing to the General Manager of the casino, at the casino address.
  • If still not satisfied with the decision, you should put your complaint in writing to:-
    Head of Regulatory Compliance and Audit, Aspers Group Ltd, 1 Hans Street, London, SW1X 0JD
  • Aspers will formally notify the complainant of their decision and where Aspers cannot settle the complaint to the complainant’s satisfaction will provide the complainant with the details of an approved alternative dispute resolution (ADR) entity.
  • Should all internal avenues have been exhausted and you are still not satisfied with the decision regarding your gambling complaint or dispute, you may refer the matter in writing or by email to the Independent Panel for Casino Arbitration (IPCA) at the following address:
    NCF-IPCA
    Carlyle House
    235 Vauxhall Bridge Road
    London
    SW1V 1EJ
    info@ipca.org.uk
    www.ipca.org.uk

INDEPENDENT PANEL FOR CASINO & BINGO ARBITRATION

GENERAL INFORMATION
  • The IPCA is largely comprised of retired senior members of the Gambling Commission or other independent reputable gambling industry experts.
    A list of IPCA ADR Officials can be found at www.ipca.org.uk
  • Please note that IPCA will only handle disputes received in writing via any durable medium and after being entirely satisfied that all possibilities of an internal solution have been fully explored. Therefore, if you have not taken the matter through the company internal disputes procedure, the IPCA will refer it back to you until the internal process has been fully exhausted.
  • The IPCA ADR service is free to consumers.
  • The ADR entity may refuse an ADR request in accordance with the regulations as outlined in Grounds to Refuse to Deal with an Alternative Dispute Resolution section 2(e)
  • All parties agree to provide all documentation and evidence in relation to the dispute.
  • All parties agree to make themselves available to be interviewed by the ADR official.
  • All parties have the right to withdraw at any time from the ADR process.
  • The ADR procedure complies with the Data Protection Act 1998 with regard to processing personal data.
  • The parties to the complaint/dispute are not obliged to retain a legal adviser but that they may seek independent advice or be represented by a third party at any stage of the ADR procedure.

INDEPENDENT PANEL FOR CASINO & BINGO ARBITRATION

IPCA ADR PROCESS
  1. The ADR controller will assign an ADR official to investigate the complaint and notify all parties concerned.
  2. The ADR official will request all relevant evidence and documentation from all concerned parties and inform all parties of their right to withdraw at any time from the process.
  3. The ADR official upon receipt of the evidence will notify the parties that the evidence received constitutes a ‘complete complaint file’. An outcome (proposed decision/resolution) to the dispute will be met within 90 calendar days from the date the “complete complaint file” has been received (in “certain exceptional cases” in “highly complex disputes” the ADR official is free, at his/her own discretion, to extend the 90 calendar day deadline).
  4. The ADR official will normally provide a draft report allowing reasonable time for comment from all parties. This may include any statements made and opinions given by experts.
  5. The ADR official will consider any comments prior to completing the report.
  6. The ADR official will provide a final report to the ADR controller outlining the outcomes and grounds on which the proposed decision/resolution is based.
  7. When the ADR controller is satisfied that the process has been adhered to and the decision/resolution in the report is valid, the controller will forward the report to all parties concerned.
  8. In accordance with the Gambling Commission’s expectation gambling operators will offer ADR which is binding on the operator (if accepted by the consumer) for disputes which would otherwise be taken to the small claims court (currently disputes of not more than £10,000).
    For disputes over £10,000, the ADR procedure need not be binding – this would allow, for example, that mediation could be employed for disputes of more than £10,000 or for adjudication decisions to be non-binding on the operator.
  9. In accordance with consumer protections the customer is not legally bound to abide by any IPCA decision and therefore does not deny the consumer his or her UK statutory consumer protections.

GROUNDS TO REFUSE TO DEAL WITH AN ALTERNATIVE DISPUTE RESOLUTION

  1. An ADR Entity can refuse to deal with a dispute but the ADR Entity will provide both parties with a reason for declining the dispute within 3 weeks of receiving the complete complaint file.
  2. The reasons a dispute can be refused* are if:
    • the consumer has not attempted to contact thegambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
    • the dispute is frivolous or vexatious;
    • the dispute is being, or has been previously, considered by another ADR entity or by a court;
    • the value of the claim falls below or above the monetary thresholds set by the body; the IPCA does not set monetary thresholds;
    • the consumer has not submitted the complaint to the body within the time period specified by the body, provided that such time period is not less than 12 months from the date upon which the trader has given notice to the consumer that the trader is unable to resolve the complaint with the consumer;
    • dealing with such a type of dispute would seriously impair the effective operation of the body.
      *For current refusal information please visit www.ipca.org.uk

Blackjack Spins - Terms & Conditions

  1. Open to Aspers World Voyager, Gold or VIP cardholders only who must be 18 years or over.
  2. The Blackjack prize wheel promotional period will begin 12:00pm Wednesday 12 July 2017 and will end 23:59am Sunday 3rd September 2017.
  3. The prize period maybe extended or reduced at management discretion in line with the Gambling Commissions Licence Conditions and Codes of Practice “fair and open provisions”, customers will be notified of material changes to terms and conditions before they come into effect and can be by a notice being displayed.
  4. Aspers reserve the right to withdraw or amend the promotion at any time in line with the LCCP “fair and open provisions”.
  5. Any disputes must be raised immediately with a member of the Management team.
  6. The promotion will be available on all blackjack tables at Aspers Newcastle.
  7. To win a prize wheel token the player must have a valid bet with one of the following outcomes:
    • £3 tables = a blackjack hand with Ace and King suited with Spades
    • £5 tables = a blackjack hand with Ace and King suited with Spades
    • £10 tables = a blackjack hand with Ace and either a King or Queen suited with Spades
    • £25 tables = a blackjack hand with Ace and either a King or Queen suited with Spades
  8. There is no preference in the order of the cards.
  9. In the event that the dealer draws a Blackjack with the player creating a standoff then the player will still be awarded a prize wheel token as this is not deemed a losing hand.
  10. If players are seen to be sharing the stake placed on the box this will not count as a valid bet.
  11. A maximum of one token per winning box will be awarded to the controlling player if they have a valid bet on the box.
  12. The prize wheel token will only be redeemable for one spin on the prize wheel - see prize wheel terms and conditions.
  13. Customers will need to show their Aspers World Voyager, Gold or VIP card when redeeming any prizes won using prize wheel token.
  14. Players can transfer the prize wheel token to any Aspers World Voyager, Gold or VIP cardholder.
  15. Prize Wheel tokens have no cash value cannot be exchanged for cash or for an alternative prize in any circumstances.
  16. Any customer who is barred or excluded from the premises under any circumstance will not be allowed to play a prize wheel token on the Super Wheel or claim a prize.
  17. The promotion is not available to employees of the Aspers UK Holdings Limited group or anyone associated with the group or its employees.
  18. Aspers: Newcastle Limited accepts no responsibility for any: damage, loss, death or injury of any kind endured by the customer by way of redemption of the prize token or the prize.

Matchday Specials - Terms & Conditions

  1. Available to all customers of Aspers Sports Bar
  2. Offer available during Newcastle home games only
  3. Offer available 2 hours before kick-off, during the game and 2 hours after full time only
  4. Drinks included in the offer are listed below:-
    • All draught lagers, beers and ciders
    • Coca cola
    • All draught soft drinks
    • Single house spirits including; Smirnoff Red; Gordon’s Gin; Bell’s; Jack Daniel’s and Pampero Blanco Rum.
  5. Not to be used in conjunction with any other offer or promotion.
  6. Not open to employees of Aspers Group Limited or anyone associated with the company or its employees.
  7. Responsible service of alcohol applies.

Free Chinese Buffet Terms and Conditions

  1. The buffet will only be available on the dates advertised in promotional material.
  2. Entry to the buffet will only be permitted with a valid ‘Buffet Entry Voucher’ or via payment of £5 at the buffet entrance.
  3. Aspers cannot guarantee that products offered at our buffet do not contain nuts or trace elements.
  4. Buffet entry is limited to one voucher per person.
  5. Vouchers have no cash value and are non-redeemable.
  6. The buffet cannot be used in conjunction with any other offer.
  7. Management reserve the right to withdraw this offer at any time.

Park on Us - Terms & Conditions

  1. Open to all customers who must be 18 years or over.
  2. The Aspers at the Gate Newcastle car parking prize period will begin at midday 1st July 2017 and will end at 17:59 on September 30th 2017.
  3. The prize period maybe extended or reduced at management discretion in line with the Gambling Commissions Licence Conditions and Codes of Practice “fair and open provisions”, customers will be notified of material changes to Terms and Conditions before they come into effect and can be by a notice being displayed.
  4. Aspers reserve the right to withdraw or amend this prize at any time in line with the LCCP “fair and open provisions”.
  5. Any disputes must be raised immediately with a member of the Management team.
  6. The car parking prize will be available for anyone playing on Blackjack, House Money Blackjack, Roulette, Double Zero Roulette, Three Card Poker, Crazy Four Card Poker, Casino War or Super Wheel.
  7. To win the Aspers at The Gate Newcastle car parking prize the player must place a valid bet and have a winning result on any gaming table listed above.
  8. Aspers at The Gate Newcastle car parking prize tokens will be issued at one per player per valid winning bet and will be redeemable against one free car parking validation.
  9. The prize token will only be redeemable for one car parking validation with Aspers (Newcastle) Limited at Aspers at The Gate Newcastle. The parking validation can only be used for parking at The Gate Newcastle.
  10. If players are seen to be sharing the stake placed as a bet, then this will not count as a valid bet.
  11. If the dealer on Blackjack or House Money Blackjack draws the same score as the player creating a standoff, then the player will still be awarded the prize token as a standoff is not deemed a losing hand.
  12. Customers will need to redeem their prize token at the Guest Relations desk.
  13. The prize value for 1 car parking validation:
    • Day rate at £7.20 Monday – Saturday 06:00 to 17:59
    • Sunday & Public Holidays rate £3.50 00:00 to 23:59
    • Sunday & Public Holidays rate £3.50 00:00 to 23:59
  14. The prize token is not redeemable for cash.
  15. Players can transfer the prize token to any customer.
  16. Prize tokens cannot be resold.
  17. Maximum of one validation per person per visit.
  18. The cut-off date for prize redemptions will be September 30th 2017.
  19. The prize is not available to employees of the Aspers UK Holdings Limited group or anyone associated with the group or its employees.
  20. Aspers (Newcastle) Limited accepts no responsibility for any: Damage, loss, death or injury of any kind endured by the customer by way of redemption of the prize.

SlotGuru App - Terms and Conditions

Aspers and The Casino MK cannot and will not be liable or responsible for your use of the SlotGuru App and any results. The SlotGuru app provides statistical machine volatility information but not does in any way predict your individual results. Please see terms and conditions of use at www.slotguru.net for further details. This does not affect your statutory rights. Please gamble responsibly.

Poker Cash League - Terms and Conditions

  1. All poker players must be an Aspers World member.
  2. Poker Cash League operates on 25p – 50p and £1 - £1 cash Poker games.
  3. Aspers will collect 50p from pots over £10, up to £20 on 25p – 50p cash Poker games.
  4. Aspers will collect £1 from pots over £20 and over on 50p cash Poker games.
  5. Aspers will collect £1 from every pot with a value of £20 and over on £1 - £1 poker cash games.
  6. Customers must play 750 hands in a month to qualify for the Freeroll Cash League Poker Tournament.
  7. Customers will accumulate hands at the rate of 25 per hour when playing on qualifying tables.
  8. The Freeroll Cash League Poker Tournament starting stack is 7,500 as a base, bonuses are then distributed as below:
    • I. 1-8 - 22,500 + (7500) = 30,000
    • II. 9-16 - 17,500 + (7500) = 25,000
    • III. 17-24 - 12,500 + (7500) = 20,000
    • IV. 25-32 - 7,500 + (7500) = 15,000
    • V. 33-40 - 2,500 + (7500) = 10,000
    • VI. 40 - onwards = 7,500

August Slots Club - Terms and Conditions

Significant Conditions

  • Significant Conditions
  • Open to Aspire members only
  • Aspire is membership free and open to all those aged 18 or over. Photo ID required
  • August Slots Club starts 6th August and ends 27th August 2017
  • Slots Club membership is by invitation only and open to all Aspers World members who have met the appropriate Slots Play criteria between the qualification period (01/07/2017 – 26/07/2017)
  • Qualification into August Slots Club does not guarantee automatic entry into any other Slots Club following 27th August 2017
  • Below offers are not to be used in conjunction with any other offer
  • Any disputes must be raised with a member of the management team

£5 Matchplay (Northampton & MK only)

  • Voucher can only be redeemed by the Slots Club member named within Slots Club booklet
  • A corresponding Aspers World card must also be presented at the point of redemption
  • Voucher is not valid if detached from booklet prior to being redeemed
  • Only one voucher per offer to be redeemed per Slots Club member
  • Offer valid between dates and times stated on voucher
  • Pay £5 and receive £10 worth of slots play
  • Slots play is for B1 Slot machines only
  • Slots play must be played on day of redemption
  • Aspers and The Casino MK reserve the right to withdraw or amend this offer at any time

£10 Matchplay

  • Voucher can only be redeemed by the Slots Club member named within Slots Club booklet.
  • A corresponding Aspers World card must also be presented at the point of redemption
  • Voucher is not valid if detached from booklet prior to being redeemed.
  • Only one voucher per offer to be redeemed per Slots Club member
  • Offer valid between dates and times stated on voucher
  • Pay £10 and receive £20 worth of slots play
  • Slots play is for B1 Slot machines only
  • Slots play must be played on day of redemption.
  • Aspers and The Casino MK reserve the right to withdraw or amend this offer at any time

Pay £10 and receive £15 worth of slots play offer (Northampton & MK only)

  • Voucher can only be redeemed by the Slots Club member named within Slots Club booklet
  • A corresponding Aspers World card must also be presented at the point of redemption
  • Voucher is not valid if detached from booklet prior to being redeemed
  • Only one voucher per offer to be redeemed per Slots Club member
  • Offer valid on date and between times stated on voucher
  • Pay £10 and receive £15 worth of slots play
  • An additional £5 will be credited only if this voucher is redeemed before midday
  • Slots play is for B1 Slot machines only
  • Slots play must be played on day of redemption
  • Aspers and The Casino MK reserve the right to withdraw or amend this offer at any time

Pay £20 and receive £30 worth of slots play offer

  • Voucher can only be redeemed by the Slots Club member named within Slots Club booklet
  • A corresponding Aspers World card must also be presented at the point of redemption
  • Voucher is not valid if detached from booklet prior to being redeemed
  • Only one voucher per offer to be redeemed per Slots Club member
  • Offer valid on date and between times stated on voucher
  • Pay £20 and receive £30 worth of slots play
  • An additional £10 will be credited only if this voucher is redeemed before midday.
  • Slots play is for B1 Slot machines only
  • Slots play must be played on day of redemption
  • Aspers and The Casino MK reserve the right to withdraw or amend this offer at any time

Players Choice (Northampton & MK only)

  • Voucher can only be redeemed by the Slots Club member named within Slots Club booklet
  • A corresponding Aspers World card must also be presented at the point of redemption
  • Voucher is not valid if detached from booklet prior to being redeemed
  • Only one voucher per offer to be redeemed per Slots Club member
  • Offer valid on date and between and times stated on voucher
  • Minimum Matchplay value available is £15; maximum is £25
  • One of the following choices are available to each Slots Club member with a valid voucher:
    • Pay £15 (minimum) and receive £30 worth of slots play
    • Pay £25 and receive £50 worth of slots play
  • Slots play is for B1 Slot machines only
  • Slots play must be played on day of redemption
  • Aspers and The Casino MK reserve the right to withdraw or amend this offer or the entry level criteria at any time

Players Choice

  • Voucher can only be redeemed by the Slots Club member named within Slots Club booklet.
  • A corresponding Aspers World card must also be presented at the point of redemption.
  • Voucher is not valid if detached from booklet prior to being redeemed.
  • Only one voucher per offer to be redeemed per Slots Club member
  • Offer valid on date and between and times stated on voucher
  • Minimum Matchplay value available in increments of £25; £25 (minimum), £50, (maximum)
  • One of the following choices are available to each Slots Club member with a valid voucher:
    • Pay £25 (minimum) and receive £50 worth of slots play
    • Pay £50 and receive £100 worth of slots play
  • Slots play is for B1 Slot machines only
  • Slots play must be played on day of redemption.
  • Aspers and The Casino MK reserve the right to withdraw or amend this offer or the entry level criteria at any time