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 Aspire 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 2018 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 Aspire Loyalty 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 2018.

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.
  • 10.1 From 1st June 2018 if you exclude or have excluded via SENSE, Voluntary Self-Exclusion and or Casino Led Excluded and you enter any Aspers Casino the following terms will apply:-
    • 1) Money or money's worth staked by you or by any such third party on your behalf, and/or any winnings arising therefrom will be forfeited
    • 2) Gambling losses incurred by you, or by any such third party where they have gambled on your behalf, will not be reimbursed.

      "Money or money's worth staked" includes (without limitation) not only money, money's worth, gambling chips and/or tokens paid to and accepted by Aspers Casino in respect of a gambling transaction but also:

    • a. Gambling chips and/or tokens in respect of which, in advance of any gambling transaction taking place, money and/or money's worth has been exchanged; and/or
    • b. Money, money's worth, gambling chips and/or tokens which have been inserted into a gaming machine or gambling terminal (whether or not any gambling transaction has taken place)

Aspers World Loyalty Terms and Conditions

  • 11. Aspers World terms and conditions govern participation in the Aspire 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.

Privacy Statement

  • 12. 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) allow us 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.

    In order to uphold our duty in respect of responsible gambling and to comply with the Money Laundering Regulations 2017, we share personal information with our 'online gaming' partners.

    We also share personal data with other casino's 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.

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.aspersnewcastle.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.

Aspers World Passenger Card

Passenger cardholders will be eligible for the following benefits:

  • Complimentary cloak room.

Aspers World Voyager Card

Voyager 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 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.
  • 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 £1500, 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 style of risk taking that can be 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 around the corner. The more you do this the more absorbed you become in the activity.

This is why gambling can be habit forming. If you have lost control of 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 leaflet.

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 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.
  • 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 SENSE. The Manager will explain the scheme to you and the minimum 6- month period of exclusion.
  • Consider setting financial limits by limiting the amount of money that can be withdrawn at the cash desk.
  • Regularly take a reality break; get up and walk away from the gaming activity.
  • Most of all take responsibility for yourself. Don’t run away from your problems, it never solves anything.
  • Speak to GamCare Freephone 0808 8020 133 or online or through face-to-face counselling. GamCare’s employees are dedicated and experienced professionals, helping problem gamblers as well as their friends and families.

Practical Steps

  • Stop all gambling while breaking the habit.
  • Look for patterns in your behaviour. 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.
  • Pick up a SENSE leaflet that explains the self-exclusion process and the contact details of “help” and “advice” available
  • GamCare operate the National Gambling Helpline and remains the first port of call for anyone experiencing problems with gambling. GamCare’s fully-trained advisers provide confidential advice, information and support to anyone experiencing a gambling problem, as well as to affected others. GamCare’s advisers take calls over the phone as well as through a secure chat system. The service is confidential and is available 8am until Midnight, seven days a week.
Gamcare Certified
Accredation. Certification. Evaluation

GamCare Certificate of Social Responsibility

Help & Advice

Self-Enrolment National Self Exclusion Scheme

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

SENSE Information
SENSE Enrolment form

GamCare

GamCare operate the National Gambling Helpline and remains the first port of call for anyone experiencing problems with gambling. GamCare’s fully-trained advisers provide confidential advice, information and support to anyone experiencing a gambling problem, as well as to affected others. GamCare’s advisers take calls over the phone as well as through a secure chat system. The service is confidential and is available 8am until Midnight, seven days a week.

National Gambling Helpline 0808 8020 133
8am to midnight - 7 days a week
www.GamCare.org.uk

Gambling Therapy

Global online support service for people who have been adversely affected by gambling. Our team of expert advisers deliver effective support via:

  • A text based Live Advice Helpline
  • A wide variety of online groups and forums
  • Confidential advice by e-mail
  • Information database on local resources around the world

www.gamblingtherapy.org

Gamblers Anonymous UK

This site offers various help for the compulsive gambler including a Forum, Chat Room, Literature and of course most importantly a meeting finder

Meetings are the core of Gamblers Anonymous and they have meetings every day of the week throughout the UK

www.gamblersanonymous.org.uk

Gordon Moody Association

Gordon Moody Association offers a unique and intensive residential treatment programme in the UK for those gamblers most severely addicted

To apply for a position please complete the online form on 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.

BeGambleAware

www.begambleaware.org

Established by the Responsibility in Gambling Trust to provide advice and information about responsible gambling.

On this website, you'll find advice and get access to free, confidential help by phone or online. You can learn about how gambling works, check if you or someone you know may have a gambling problem, and find tips on how to stay in control

Money Advice Service

www.moneyadviceservice.org.uk
Tel 0300 500 5000

The Money Advice Service is an independent service which gives free, unbiased money advice to everyone across the UK – online, over the phone and face to face.

Privacy Policy

Introduction

Aspers UK Holdings Ltd (the Group) is dedicated to protecting your personal information and informing you about how we use it. This privacy policy applies to transactions and activities and data gathering throughout the Group both land based and Internet based\Online. Please review this policy periodically as We may revise it without notice. This policy was last revised 18th May 2018. Each time you use Aspers casino services and gaming products or provide us with information, by doing so You are accepting the practices described in this privacy policy at that time.

Data We Collect from You

In order to run our business and to provide you with information about products or services that may be of interest to you, We may collect "personal information" (i.e. information that could be used to contact you directly such as full name, postal address, phone number, credit/debit card information or email address) or "demographic information" (i.e. information that you give us or that we collect, that is not personal information; this may include but is not limited to post code, home town, gender, username, age/birth date, browsing history information, your IP address and registration history.

If you join Aspers World, our loyalty program, we will also record your facial image and verify you are who you say you are by requesting some form of ID. This ID information will also be recoded. When you join Aspers World you will be given an Aspers World card, this can then be used at the gaming tables or in most of our Electronic products and for F&B purchases. A full set of terms and condition for Aspers World can be found on our web sites. Each time you use the Aspers World card we will record details of you visit to the Casino and we will also record any transaction you perform on the Gambling Products. When you use your card at the gaming tables the same will apply we will record the details of your gambling activity.

How we Use Personal Information

We use your personal information to enable us to efficiently run our business and to contact you about products and services that may be of interest such as events and promotions.

We also use your Personal Information to ensure we comply with the Casino Industry Gambling Regulations as specified by our Regulator, The Gambling Commission.

In order to uphold and comply with Anti-Money Laundering Regulations 2017 wemay pass on your Personal Information to Law Enforcement authorities who may make such requests in the line of their investigations.

If you have given explicit consent to do so then we will also share your Personal Information with our Aspers Online partner Stride, who will provide you with specific products and offers relating to Aspers Online.

How to Edit or Update Your Information

The accuracy and integrity of your Personal Information is very important to us. If you feel at any time that the information we hold about you is incorrect or requires updating then please contact us by any means possible and we will update or correct our records.

We may periodically contact you or speak to you in person about the accuracy of your Personal Information as our efforts to ensure it is accurate are ongoing.

Information Retention

How long are we going to inform the customer we will keep their information

We do under normal circumstances and if you have not requested otherwise, retain your Personal Information for a minimum of 2 years.

If after 2 years you have made 1 or more visits to any of our Casino’s or you are an active online player at Aspers Online then we will contact you to verify that the information we hold about you is still accurate and that you are still happy for us to hold this information about you.

If after 2 years you have not made a registered* visit to any of our Casino’s or you are not an active online player at Aspers Online then we will remove your Personal Information from our databases and systems.

*A ‘registered’ visit is classified as a visit which has been recorded on our internal systems. Examples include via customer use of the Aspers World card, other recorded transactional activity or via redemption of a promotion (on-site).

Your Rights Regarding Your Personal Information

Under the General Data Protection Regulation instruction, you have a number of rights regarding your Personal Information. (what follows is a short explanation, full details can be found at the Information Commissionaires Office web site: https://ico.org.uk/ )

  • 1.1 You have the Right to be Informed
    You must be informed clearly and concisely regarding the purpose and legal basis of collecting and processing the information, who to contact if you have any issues relating to the information, where the information will be kept, if the information is to transferred to another country, who will access the information, the retention period, the right to withdraw consent or lodge a complaint, whether the provision of the personal information is part of a statutory or contractual requirement, the existence of any automated decision making.
  • 1.2 You have the Right to Access
    Obtain confirmation as to whether or not your personal data is being processed and, if so verify the lawfulness of processing, this Information must be provided free of charge and provided within one calendar month.
  • 1.3 Requests should be made in writing to the Aspers Data Protection Officer and you will need to provide both of the following:
    • Photo ID
    • Proof of address
  • 1.4 You have the Right to Rectification
    If your personal data is inaccurate or incomplete then you have the right to have this corrected. br If we have disclosed the personal data to third parties for verification purposes and the information has been updated or corrected then we will inform you of this where possible.
  • 1.5 You have the Right to Erasure
    We will remove your information without undue delay if:
    • The Processing is no longer necessary in relation to purpose
    • You withdraw consent
    • You object to processing (and there are no legitimate overriding grounds for ongoing processing)
    • The Processing is unlawful
    • Your Personal data has to be erased to comply with legal obligation
    We may refuse a request if:
    • We need to comply with legal obligation (to keep the data)
    • For vital interests or public interest
    • Archiving in relation to public interest, scientific/historic and statistical research
    • Exercise of legal claims
    A decision to refuse any request of Erasure will be made by the Board of Directors under advisement from the designated Data Protection Officer. Data Subjects have the right to appeal any decision made to the Information Commissioners Office. (ICO).
  • 1.6 You have the Right to Restrict Processing
    You have the right to restrict the processing of your information if you contest the accuracy of the information, if the processing is unlawful or if we no longer need the information but you require the data to establish, exercise or defend a legal claim.
  • 1.7 You have the Right to Data Portability
    You have the right to receive your personal data back from us in a structured and machine-readable format and transmit this data to another data controller.
  • 1.8 You have the Right to Object
    If the information you have provided is being processed on legitimate interests or the performance of a task is in the public interest of an official authority.
  • 1.9 If the information is being used for direct Marketing.
    You have the Rights in relation to automated decision making and profiling.
    You have the right not to be subject to a decision based solely on automated processing, including profiling.

Cases in Which We Share Personal Information

Your Personal information may be passed onto a third party in the event of a transfer of ownership or assets, or a bankruptcy. We may also disclose personal information when we determine that such disclosure is necessary to comply with applicable law, to cooperate with law enforcement or to protect the interests or safely of Aspers services. We may also disclose your personal information to our subsidiary companies and other affiliated legal entities and businesses with whom we are under common corporate control. All of our subsidiary and affiliated legal entities and businesses that receive your personal information from us will comply with the terms of this privacy policy with respect to the use and disclosure of such information.

Our Security Precautions

The Group and Aspers Online make every effort to ensure that your information is secure on our systems. We have staff dedicated to maintaining this Privacy Policy and other privacy initiatives, periodically reviewing our systems and network security.

The Group has security measures in place to protect against the loss, misuse and alteration of your personal information.

Changing our Privacy Policy for Previously Gathered Information

If at any point we decide to use your personal information in a manner materially different from that stated at the time it was collected, we will notify you by way of an email or by post. This Privacy Policy is available on all our websites and we encourage you to review it periodically. Please note we will continue to have the right to change this policy and any related practices and how we use your personal information without notice as described herein, provided that such changes shall only apply to information gathered on or after the date of change.

Contacting Aspers Casino

If you have any questions about this Privacy Policy, would like to submit a Data Subject Access Request or amend your current preferences/personal information, please contact our Data Protection Officer via email at collator@aspers.co.uk or in writing to:

Collator
Aspers Casino Westfield Stratford City
312 The Loft
Montfichet Road Olympic Park
London
E20 1ET

Alternatively, enquires can be made in person at any of our Aspers Casinos. Please note that in all circumstances ID verification will be required before any Personal Information is released.

Data Subject Access Request Form
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

Student 2018 Offers

Food Bill Discount

  1. Promotion available 5pm – 10pm every day during the promotional period.
  2. Discount applicable to all courses.
  3. Beverages not included in discount.
  4. Discount applicable on cash and debit/credit card payments only.
  5. Offer valid in Freya’s Restaurant on the a la Carte menu only.
  6. 50% discount cannot be used in conjunction with any other offer.
  7. Offer valid in Freya’s Restaurant on the a la Carte menu only.
  8. Aspers reserves the right to withdraw and/or amend this promotion at any time.

Free £5 Bet

  1. Valid for use on Roulette or Blackjack only.
  2. One voucher per hand only.
  3. Voucher can only be redeemed by the named recipient.
  4. There is no cash alternative for this offer.
  5. Management reserves the right to vary the terms or withdraw this offer at any time.

2-4-1 Drinks

  1. Drinks included in the offer are listed below:
    • All draught lagers, beers and ciders.
    • Coca cola
    • All draught soft drinks
    • House Wine sold by the glass
    • Single spirits as listed: Smirnoff Red; Gordon’s Gin; Bell’s; Jack Daniel’s; Pampero Blanco Rum.
  2. Responsible service of alcohol applies.
  3. Not to be used in conjunction with any other offer or promotion.
  4. Aspers reserves the right to withdraw and/or amend this promotion at any time.

Moon Festival 2018 Free Prize Draw - Terms & Conditions

  1. Promotion starts 9:00am Sunday 4th September.
  2. Collect free prize draw entry vouchers until 11:00pm Monday 24th September.
  3. Prize draw to take place at 1am Monday 24th September.
  4. Free prize draw entries available to Aspers World members only.
  5. Winner must be present to claim a prize at the draw.
  6. No purchase necessary.
  7. One prize draw entry per member per day.
  8. Winners will be drawn at random from all entries.
  9. The free prize draw vouchers will be retained by Aspers once entered into the drum.
  10. Any disputes must be raised with a member of staff.
  11. Aspers reserve the right to withdraw or amend this offer at any time.
  12. Prizes include:
    • £1,000
    • £500
    • £300
    • £175
    • £150
    • £125
    • £100
    • £75
    • £50
    • £25

American Roulette Tournament - Terms & Conditions

  1. Open to Aspers World members only.
  2. 1 free entry per tournament.
  3. Additional entries will be allowed for a £5 entry fee.
  4. Normal American Roulette Rules Apply - No place bets or call bets accepted.
  5. Each player will receive one stack of chips = 20 points and they will have 5 spins to win as much as possible.
  6. There is no requirement to bet on any spin. A player, if they wished, could play nothing at all and have a total of 20 points at the end of the round.
  7. Places will be allocated on a first come first serve basis.
  8. All tournament chips are to be kept in full view of all players at all times.
  9. When a player loses all their chips they are out of the tournament.
  10. After each round the player's chips will be totalled and added to the leader board, if amongst the top five (5) players. All chips are to be handed back to the dealer for verification. No chips can be carried forward into the next tournament.
  11. At the end of each tournament the top three players will be rewarded the following prizes:
    • £150
    • £ 75
    • 25
  12. In the event of a tie for third place an additional tie break round will be carried out.
  13. If an entrant holds more than one position of the top 3 places then the highest position.is given priority and the other place(s) is discarded allowing the players in 4th or lower to move into a prize position.
  14. Any disputes must be raised with a member of the gaming team and all decisions made by the management are final.
  15. Aspers reserves the right to withdraw or amend this promotion at any time.

NFL Sunday Drinks Offer - Terms & Conditions

  1. Available to all customers at Aspers Casino Newcastle
  2. Offer availability:
    • £3 pint offer available two hours before kick-off, during the game and two hours after Sunday NFL games
    • Drinks include pints of Fosters, Strongbow, John Smiths and single house spirits and a mixer only.
  3. Drinks excluded from the offer are listed below:-
    • All Champagne / Prosecco,
    • All draught ales with the exception of Fosters, Strongbow and John Smiths.
    • Wine by the bottle,
    • Glasses of wine,
    • Premium spirits,
    • Bottled lager, beer and cider
    • Cocktails
    • Double measures
  4. Not to be used in conjunction with any other offer or promotion.
  5. Not open to employees of Aspers Group Limited or anyone associated with the company or its employees.
  6. Any disputes must be raised with a member of staff or a member of the management team.
  7. Aspers reserves the right to withdraw and/or amend this promotion at any time.
  8. Responsible service of alcohol applies.

NFL Stamp Card Offer - Terms & Conditions

  1. Available to all customers at Aspers Casino Newcastle
  2. One stamp available every Sunday during the NFL 18/19 season
  3. No membership required
  4. Rewards include:
    • 4 stamps = £5 food and drink voucher
    • 8 stamps = 2 x £5 food and drink vouchers
    • 12 stamps = 3 x £5 food and drink vouchers
  5. No change to be given when vouchers are rewarded
  6. Replacement cards will be offered when lost, retrospective stamps will not be offered
  7. Not to be used in conjunction with any other offer or promotion.
  8. Not open to employees of Aspers Group Limited or anyone associated with the company or its employees.
  9. Any disputes must be raised with a member of staff or a member of the management team.
  10. Aspers reserves the right to withdraw and/or amend this promotion at any time.

Newcastle United Matchday Drinks Offer - Terms & Conditions

  1. Available to all customers at Aspers Sports Casino Newcastle
  2. Offer starts 2 hours before Newcastle United's first home game of the 18/19 Premier League season.
  3. Offer ends 2 hours after Newcastle United's last home game of the 18/19 Premier League season.
  4. Offer availability:
    • £3 pint offer available two hours before kick-off, during the game and two hours after every home game of the 18/19 Premier League season
  5. Drinks include pints of Fosters, Strongbow, John Smiths and single house spirits and a mixer only.
  6. Drinks excluded from the offer are listed below:-
    • All Champagne / Prosecco,
    • All draught ales with the exception of Fosters, Strongbow and John Smiths.
    • Wine by the bottle,
    • Glasses of wine,
    • Premium spirits,
    • Bottled lager, beer and cider
    • Cocktails
    • Double measures
  7. Not to be used in conjunction with any other offer or promotion.
  8. Not open to employees of Aspers Group Limited or anyone associated with the company or its employees.
  9. Any disputes must be raised with a member of staff or a member of the management team.
  10. Aspers reserves the right to withdraw and/or amend this promotion at any time.
  11. Responsible service of alcohol applies.

Newcastle United shirt Giveaway - Terms & Conditions

  1. Available to all customers of Aspers Sports Bar
  2. Offer starts on first home game of the Newcastle United 18/19 Premier League season.
  3. Offer ends when Newcastle play their final game of the 18/19 Premier League season.
  4. Free Prize Draws to take place after every Newcastle United home game
  5. There will be one prize during each prize draw of a Large sized male Newcastle United home shirt.
  6. Winner must be present to claim a prize at the draw.
  7. Once a winning draw ticket has been pulled from the prize draw drum it will not be re-entered for the next draw.
  8. No purchase necessary.
  9. One free prize draw entry awarded when entering Aspers Sports Bar
  10. Additional vouchers can be awarded for every purchase made.
  11. The free prize draw vouchers will be retained by Aspers once entered into the drum.
  12. The free prize draw drum will be emptied after each prize draw.
  13. Valid photo ID must be presented by any winner to claim their prize.
  14. Any disputes must be raised with a member of staff.
  15. Aspers reserve the right to withdraw or amend this offer at any time

Free Halal Indian Buffet - Terms & 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 £10 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.

Free Car Parking - Terms & Conditions

  1. Open to Aspers World members only.
  2. The Aspers at the Gate Newcastle Free Car Parking period will begin at 06:00am 1st October 2017 and will end 23:59 30th June 2019.
  3. The promotional period may be extended or reduced at management discretion.
  4. Aspers reserve the right to withdraw or amend this redemption at any time, and the promotion may be revoked from individual members at Management discretion.
  5. Any disputes must be raised with a member of the Management team.
  6. Customers must redeem their car parking ticket at the Guest Relations desk in Aspers Casino Newcastle.
  7. The promotion is not available to employees of the Aspers UK Holdings Limited group or anyone associated with the group or its employees.
  8. 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

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.

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

September Slots Club - Terms and Conditions

Significant Conditions

  • Open to Aspers World members only
  • Aspers World is membership free and open to all those aged 18 or over. Photo ID required
  • September Slots Club starts 4th September 2018 and ends 30th September 2018
  • 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 (26/06/2018 - 23/08/2018)
  • Qualification into September Slots Club does not guarantee automatic entry into any other Slots Club following 30th September 2018
  • 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

Pay £20 and receive £40 worth of Slots Play

  • This voucher can only be redeemed by the Slots Club member named within this booklet
  • A corresponding Aspers World or Slots Club 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
  • Voucher is valid on the dates overleaf
  • 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 at any time
  • Visit http://aspe.rs/slotstcs for full terms and conditions

Pay £20 Receive £30 worth of Slots Play

  • This voucher can only be redeemed by the Slots Club member named within this booklet
  • A corresponding Aspers World or Slots Club 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
  • Voucher is valid on the dates overleaf
  • Pay £20 and receive £30 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
  • Visit http://aspe.rs/slotstcs for full terms and conditions

£40 Matchplay

  • This voucher can only be redeemed by the Slots Club member named within this booklet
  • A corresponding Aspers World or Slots Club 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
  • Voucher is valid on the dates overleaf
  • Pay £40 and receive £80 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
  • Visit http://aspe.rs/slotstcs for full terms and conditions

Burger & Beer or House Wine

  • Voucher can be redeemed at the bar for one burger item per person.
  • Please see the bar menu for available options.
  • Any purported transfer or sale of the voucher will render it void.
  • Photocopies will not be accepted.
  • Management reserve the right to withdraw or refuse the offer.

Spin to Win

  • This voucher can only be redeemed by the Slots Club member named within this booklet
  • A corresponding Aspers World or Slots Club 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
  • Voucher is valid on the dates overleaf
  • Voucher will allow customer 1 Spin to Win opportunity on Aspers Newcastle prize wheel
  • Spin to Win token must be played on the day of redemption
  • Aspers and The Casino MK reserve the right to withdraw or amend this offer at any time
  • Visit http://aspe.rs/slotstcs for full terms and conditions