Bet For Fun, Bet Responsibly

Making the most of a safe and comfortable gaming experience



coral RESPONSIBLE GAMBLING CHARTER

Welcome to Coral’s Responsible Gambling customer charter which aims to guarantee that our professional conduct and business behaviours are upheld to the very highest standards ensuring a fair and safe gambling experience to protect you when gambling.

As an industry leader with a long and proud heritage, and working closely with organisations dedicated to your gambling well-being, it’s important to know that Coral will be proactive in making sure that you know and understand every aspect of betting and playing responsibly and how to get help should you need it.

Responsible Gambling

What does playing responsibly mean to you?

Betting and playing responsibly means enjoying and being in control of your gambling experience as part of your normal entertainment expenditure.

What does playing responsibly mean to us?

Being a responsible company means protecting vulnerable players, preventing underage gambling and fraudulent and criminal behaviour, safeguarding your private information, guaranteeing prompt and accurate payments – and above all, providing players with all the tools needed to enjoy the best possible experience.

We are also committed to delivering a fair gambling experience, undertaking ethical and responsible marketing, committing to customer satisfaction and ensuring a secure, safe and reliable operating environment.

You like to play… and why not?

our commitment

Firstly, let’s be straight here. Gambling should be an exciting and enjoyable form of entertainment for all our customers.

But as is the way in any walk of life, there are some situations which don’t always go to plan.

Coral wants to make sure that you get the most from your experience by betting and playing responsibly.

We are committed, therefore, to providing tools to help you manage your play.

For our account customers, this includes providing access to transactions you’ve made with us. You will also have access to industry-leading tools both online and in our shops to help you while you’re playing with us.

Managing your play

Problem Gambling

Coral would like you to enjoy your gambling experience and we recommend that you follow these guidelines:

  • Start by establishing limits for purchasing, wagering and even losses before you gamble and regularly check how much time and money you’re spending.
  • Only gamble with money you can afford to lose – gamble within your weekly entertainment budget, not with your phone bill or rent budget.
  • Think of gambling as a form of entertainment, not as a way to make money.
  • Don’t gamble when you’re depressed or upset – decision making can be more difficult when you’re stressed or emotionally upset.
  • Don’t play if you are in recovery for any dependency or are under the influence of alcohol or any other substance.
  • Don’t play if it interferes with your daily responsibilities
  • Balance gambling with other activities. When gambling becomes your only form of entertainment, it’s unlikely that you’re still just gambling for the fun of it. Make sure gambling isn’t your only pastime.
  • Don’t play if your primary aim is to just win back your losses.

If you believe that your gambling is becoming an issue in your life rather than a form of entertainment, we will do all we can to help you.

Why not take the Responsible Gambling Self-Assessment test to determine whether or not you could be developing a problem?

Keeping Track Of Your Play

You should always keep track of the time and money you spend on betting and gaming wherever you play and whoever you play with – and not just with us!

Keeping Track of Your Account:

Full playing history on Coral accounts is easy to access;

  • For online enabled accounts, records of transactions, withdrawals and deposits can be found in the ‘My Account’ section when logged in. Your balance will always be available through the My Account menu and can also be seen at the top of all Coral web and mobile pages.
  • History on In Shop Connect or Telebet accounts can be requested from our Customer Services Team.

Keeping Track of Your Coral Shop Gaming Machine Play:

You can keep track of your gaming machine play when signed in with a Coral Connect account or Coral Key.

A statement can be viewed on the machine showing how much you’ve won or lost in your current session, the last 7 days and last 28 days. A statement over a longer timeframe, showing up to 12 weeks of net win or loss information, can be requested by contacting our Customer Care Team or by email at machine.statement@coral.co.uk.

A Coral Key can be created in any Coral shop by providing and verifying your email address and/or mobile phone number. Ask staff for more details about our Coral Connect accounts and Coral Key.

Even if you don’t use a Coral Connect or Key account, you can still review the time and money spent in any current gaming machine session by clicking on the ‘Set Limits’ button on screen.

Some helpful tools

  • Budget Calculator
  • Time and Money Diary

Setting Limits

Setting limits - Online, Telebet & Connect Accounts

  • Gameplay Reminder

    A Gameplay Reminder will allow you to set a reminder related to the time you spend playing on games on the site...


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  • Gameplay Reminder

    A Gameplay Reminder will allow you to set a reminder related to the time you spend playing on games on the site.

    You are able to set and change a Gameplay Reminder if you wish while logged into your account, by going to “My Account” > “Responsible Gambling” > “Gameplay Reminder”*.

    (*It will be evident to you when the Gameplay Reminder function is available, as you will be presented with the option to set a Gameplay Reminder in the My Account>Responsible Gambling pages; if it is not presented to you, it is not yet available, but you can use the Session Limits functionality in the meantime if you wish.)

    The Gameplay Reminder timer will start as soon as you place your first bet and will continue until you either reach your Gameplay Reminder limit** or log out of your account.

    When you reach your selected time period you will be presented with a pop up message*** advising you of this and providing you with the following options which you will need to choose from

    • Continue playing until the next reminder is due;
    • View your gaming history for that session;
    • Close the gaming session.

    The Gameplay Reminder will continue to appear at the selected intervals** until you log out of your account.

    (**There is a separate Gameplay Reminder timer for each group of games from a particular game provider. This means that if you set a Gameplay Reminder of 30 minutes (for example) and play two games from separate providers simultaneously for more than 30 minutes, you will see separate Gameplay reminder messages for each game from those different providers after the respective Gameplay Reminder timers expire.

    Similarly, if you set a Gameplay Reminder of 30 minutes (for example) and play two games from separate providers simultaneously, closing each game after 25 minutes, but you start the second game 10 minutes after starting the first game, you will not see a Gameplay Reminder message as the Gameplay Reminder timers for both game providers would only reach 25 minutes, thus not triggering a Gameplay Reminder message after the 30 minutes requested.)

    (***The Gameplay Reminder may not work as expected if you do not accept cookies or use ‘incognito’ mode on your browser.)

  • Deposit Limits

    Research has shown that when players make a decision on how much money they have available before they start playing, gambling problems are greatly reduced. A Deposit Limit enables you to set...
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  • Deposit Limits

    Research has shown that when players make a decision on how much money they have available before they start playing, gambling problems are greatly reduced.

    A Deposit Limit enables you to set a limit on the amount of money you deposit into your online, Telebet or Connect account on a daily, weekly or monthly basis and you can change your limit whenever you choose.

    For online and Multi-Channel Connect accounts, you can access Deposit Limit functionality from ‘My Account’ (at any time), in the Cashier whenever you are making a deposit, and within the Registration process making it even easier for new players to start their gambling experience with Coral as safely as possible.

    Coral Connect customers who do not have website access or Telebet account holders can set and amend deposit limits by contacting our Customer Services team.

    To help you set limits that are right for you, you could refer to your Budget Calculator and/or your Time and Money Diary if you are using them.

    SETTING DEPOSIT LIMITS - INFORMATION

    Amounts may be revised downwards at any time but to give you more time to make sure you want to play at a higher limit, any increase will only be implemented 24 hours after making the request.

    Please note that setting new limits for the first time will not take any previous deposits into account when calculating whether you can deposit. For example, if you deposit £20 then set a daily deposit limit of £10, you will be able to deposit £10 immediately afterwards should you choose to do so.

    To give you even more peace of mind, we will let you know immediately should you try to set a limit incompatible with a previously set limit. Deposit Limits will be set to the calendar day/week/month so you can deposit at 11.59 pm and again a minute after midnight if requested.

    Where a deposit limit is set on a Coral Connect account, both deposits made to your account online and in shop will count towards your limit.

    • Budget Calculator
    • Time and Money Diary

    ​For more information please contact Customer Services

  • If you feel that gambling on any website is no longer a form of entertainment for you for whatever reason, and closing your account(s) is something you need to do for your peace of mind we will do so immediately...
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  • Of course, you can close your online, Telebet or Connect account completely at any time.

    Why close your account?

    If you feel that gambling on any website is no longer a form of entertainment for you for whatever reason, and closing your account(s) is something you need to do for your peace of mind we will do so immediately.

    DEPOSIT LIMITS AND OTHER TOOLS

    However, there are a number of other steps you can take first such as setting limits or taking a Time Outs.

    To help you set limits that are right for you, you could refer to your Budget Calculator and/or your Time and Money Diary if you are using them.

    ​If these tools are not right for you and you’d still like to close your account, please contact Customer Services

Gameplay Reminder

A Gameplay Reminder will allow you to set a reminder related to the time you spend playing on games on the site.

You are able to set and change a Gameplay Reminder if you wish while logged into your account, by going to “My Account” > “Responsible Gambling” > “Gameplay Reminder”*.

(*It will be evident to you when the Gameplay Reminder function is available, as you will be presented with the option to set a Gameplay Reminder in the My Account>Responsible Gambling pages; if it is not presented to you, it is not yet available, but you can use the Session Limits functionality in the meantime if you wish.)

The Gameplay Reminder timer will start as soon as you place your first bet and will continue until you either reach your Gameplay Reminder limit** or log out of your account.

When you reach your selected time period you will be presented with a pop up message*** advising you of this and providing you with the following options which you will need to choose from

  • Continue playing until the next reminder is due;
  • View your gaming history for that session;
  • Close the gaming session.

The Gameplay Reminder will continue to appear at the selected intervals** until you log out of your account.

(**There is a separate Gameplay Reminder timer for each group of games from a particular game provider. This means that if you set a Gameplay Reminder of 30 minutes (for example) and play two games from separate providers simultaneously for more than 30 minutes, you will see separate Gameplay reminder messages for each game from those different providers after the respective Gameplay Reminder timers expire.

Similarly, if you set a Gameplay Reminder of 30 minutes (for example) and play two games from separate providers simultaneously, closing each game after 25 minutes, but you start the second game 10 minutes after starting the first game, you will not see a Gameplay Reminder message as the Gameplay Reminder timers for both game providers would only reach 25 minutes, thus not triggering a Gameplay Reminder message after the 30 minutes requested.)

(***The Gameplay Reminder may not work as expected if you do not accept cookies or use ‘incognito’ mode on your browser.)

Deposit Limits

Research has shown that when players make a decision on how much money they have available before they start playing, gambling problems are greatly reduced.

A Deposit Limit enables you to set a limit on the amount of money you deposit into your online, Telebet or Connect account on a daily, weekly or monthly basis and you can change your limit whenever you choose.

For online and Multi-Channel Connect accounts, you can access Deposit Limit functionality from ‘My Account’ (at any time), in the Cashier whenever you are making a deposit, and within the Registration process making it even easier for new players to start their gambling experience with Coral as safely as possible.

Coral Connect customers who do not have website access or Telebet account holders can set and amend deposit limits by contacting our Customer Services team.

To help you set limits that are right for you, you could refer to your Budget Calculator and/or your Time and Money Diary if you are using them.

SETTING DEPOSIT LIMITS - INFORMATION

Amounts may be revised downwards at any time but to give you more time to make sure you want to play at a higher limit, any increase will only be implemented 24 hours after making the request.

Please note that setting new limits for the first time will not take any previous deposits into account when calculating whether you can deposit. For example, if you deposit £20 then set a daily deposit limit of £10, you will be able to deposit £10 immediately afterwards should you choose to do so.

To give you even more peace of mind, we will let you know immediately should you try to set a limit incompatible with a previously set limit. Deposit Limits will be set to the calendar day/week/month so you can deposit at 11.59 pm and again a minute after midnight if requested.

Where a deposit limit is set on a Coral Connect account, both deposits made to your account online and in shop will count towards your limit.

  • Budget Calculator
  • Time and Money Diary

​For more information please contact Customer Services

Of course, you can close your online, Telebet or Connect account completely at any time.

Why close your account?

If you feel that gambling on any website is no longer a form of entertainment for you for whatever reason, and closing your account(s) is something you need to do for your peace of mind we will do so immediately.

DEPOSIT LIMITS AND OTHER TOOLS

However, there are a number of other steps you can take first such as setting limits or taking a Time Outs.

To help you set limits that are right for you, you could refer to your Budget Calculator and/or your Time and Money Diary if you are using them.

​If these tools are not right for you and you’d still like to close your account, please contact Customer Services

  • Time Out

    If you wish to take a total break from all gaming activity with your online, Telebet, or Connect account, a ‘Time Out’ period can be requested by contacting the Customer Service team by email, phone, or live chat.
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Time Out

If you wish to take a total break from all gaming activity, a ‘Time Out’ period can be requested by contacting the Customer Service team by email, phone, or live chat.

You can request a Time Out for any time period from 24 hours up to 6 months. During this period all online accounts that you hold with us (including Galacasino.com, Galabingo.com, Coral Online, Coral Connect (Multi-Channel & In Shop) and Coral Telebet accounts) will be closed.

To resume use of our services at the end of your Time Out period, or at any point, please contact our Customer Service team to begin this process. While the Time Out is in place, we’ll do our best not send you any marketing material although this may not prevent you receiving any material which has already been dispatched.

Once a Time Out period has ended or been cancelled, your account will be ‘opted in’ to receiving marketing material again if this was your previous preference. You can change your marketing preferences by contacting Customer Services at any time.
If you decide to cancel a Time Out, you can contact Customer Services to discuss reopening your account(s).If desired, you can also request for a Time Out to be extended but for your protection we can guarantee that a Time Out can be cancelled once established.

​For more Time Out information please contact Customer Services on UK: 0800 44 0011, OVERSEAS: +44(0) 208 507 5544 or email help@coral.co.uk

Setting limits - Coral Shops

Both voluntary and automatic time and spend reminders are available on our gaming machines to help you keep track of your play.

Voluntary machine limits

When money is added to a gaming machine at the start of a session, the screen will give you the opportunity to set a voluntary time and/or spend limit for that session. The minimum and maximum limits that can be set are 5 minutes – 180 minutes, and/or £1-£10,000.

The screen will again offer the ability to set limits when new money is added to the machine during a session.

Limits can be changed mid-session by clicking on the ‘Set Limits’ button on screen and clearing the existing limit before creating a new one.

Where money is inserted in excess of a spend limit, you can collect the excess money, collect all money on the machine, or set new limits. A 30 second pause must be observed if setting a new limit.

Once a time limit is reached, two options will be displayed on the screen – to stop playing, or to set a new limit.

A 30 second pause must be observed if setting a new limit, or clearing an existing limit.

Machine Reminders

Reminders will be shown on the screen:

  • When a total of £250 has been added to a gaming machine in a session (and for every £250 thereafter)
  • Every 30 minutes elapsed in a session.

These reminders will highlight the time and money spent in your current session.

Self-Exclusion

Self-exclusion is a formal process whereby you request us to prevent you from being able to access our products and services for a specified period.

Coral online, Telebet, or Connect Multi-Channel account customers can request self-exclusion to prevent access to accounts for a period of time between 12 months and 5 years by completing a self-exclusion form available from the online Customer Services Team. A self-exclusion form can be requested from ResponsibleGamblingSE@galacoral.com, or Freephone on 0800 44 00 11 from within the UK, or from outside the UK on +44(0) 208 507 5544. Please ensure you include your username(s) when requesting the form.

You will be able to request self-exclusion without contacting our Customer Services Team by using our automated service. This is available via the ‘My Account’ > ‘Responsible Gambling Settings’ section (for web). Once you have clicked on the ‘Self-Exclude’ button within the ‘My Account’ section you will automatically be sent an email containing a downloadable version of the self-exclusion form for completion and return.

Coral shop customers can request to self-exclude for a period of 12 months by completing a self-exclusion form available from Coral shops and our shop Customer Care Team. The 12 month timeframe (renewable every 12 months) offered in Coral shops helps to ensure that we hold recent photographs to assist in enforcement.

If you hold a Coral account and also bet in our shops, you can request to self-exclude from both your accounts and Coral shops as part of the same agreement using either form.

Once you have confirmed that you wish to self-exclude, we cannot reverse this process for any reason

As part of this process, we also recommend that you self-exclude from all other operators at your earliest opportunity. See our Help and Support section for contact details of regulatory and protection help and advice.

Please also be aware that both Gala Coral interactive and retail divisions may share information about your self-exclusion, and this may lead to an interaction with you.

  • Account Self-Exclusion

    Where you opt to self-exclude from account(s), this will apply to all of your Gala Coral Group accounts (where located, defined as Coral online...
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  • Account Self Exclusion

    Where you opt to self-exclude from account(s), this will apply to all of your Gala Coral Group accounts (where located, defined as Coral online, Coral Telebet, Coral Connect, Galabingo.com and Galacasino.com).

    Where the request is made by contacting our Customer Services Team, your accounts will be temporarily frozen pending the return of the form.

    Within the My Account section you will be able to implement many of the Responsible Gambling tools detailed on this page eg. Deposit limits, Session limits, Time Outs and Self-Exclusion.

    If you wish to Self-Exclude without contacting a member of the Customer Services team you are able to do so while logged into your account. This is one of the ‘Other Options’ available within the Responsible Gambling section of the My Account menu.

    Once you have selected ‘Request Self-Exclusion’ you will be prompted to confirm your email address.

    Once you have confirmed your email address and that you wish to proceed with your Self-Exclusion request you will be taken to the next step in the process.

    The next step is to inform you that following confirmation your account will be frozen and any associated accounts will be frozen within 24 hours. A downloadable version of the form will then be sent to your email address which you will need to complete and return in order to complete the Self-Exclusion.

    We will close any accounts you hold with us within 48 hours of receiving your form and return any remaining balance to you (any ‘running’ bets will continue in place and we will forward any subsequent winnings to you after the event is settled on request). We will confirm to you by e-mail, on your registered e-mail account, once we have put the exclusion in place.

    Please note that if you have requested to self-exclude from your accounts as part of a Coral shop self-exclusion process, it may take up to 5 working days for this to be applied.

    Please note that you should also Self-Exclude from all other operators. See our Help and Support section for contact details of regulatory and protection help and advice (eg. Gamcare).

    The Self-Exclusion will only be implemented upon receipt of the complete form. If you do not wish to return the forms and decide that you no longer wish to Self-Exclude your account, you will be able to request for your account to be reopened. This can be done by contacting our Customer Services team

  • Shop Self-Exclusion

    You can request to self-exclude yourself from being able to enter your local ‘Primary’ Coral shop, as well as up to a maximum of 3 other local ‘Secondary’ Coral shops. You must provide photographs in order to proceed...
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  • Shop Self Exclusion

    You can request to self-exclude yourself from being able to enter your local ‘Primary’ Coral shop, as well as up to a maximum of 3 other local ‘Secondary’ Coral shops. You must provide photographs in order to proceed.

    The agreement becomes effective immediately, but it may take up to 5 working days for Secondary shops to receive notification.

    As part of the agreement you acknowledge that you will not enter any Coral premises during the term.

    If you have requested to self-exclude from Coral shops as part of an account self-exclusion process, it may take up to 5 working days for the specified shops to receive notification.

    We reserve the right to disable £50+ machines stakes access on any Coral Key or Connect account held by you during the period of shop self-exclusion.

Account Self Exclusion

Where you opt to self-exclude from account(s), this will apply to all of your Gala Coral Group accounts (where located, defined as Coral online, Coral Telebet, Coral Connect, Galabingo.com and Galacasino.com).

Where the request is made by contacting our Customer Services Team, your accounts will be temporarily frozen pending the return of the form.

Within the My Account section you will be able to implement many of the Responsible Gambling tools detailed on this page eg. Deposit limits, Session limits, Time Outs and Self-Exclusion.

If you wish to Self-Exclude without contacting a member of the Customer Services team you are able to do so while logged into your account. This is one of the ‘Other Options’ available within the Responsible Gambling section of the My Account menu.

Once you have selected ‘Request Self-Exclusion’ you will be prompted to confirm your email address.

Once you have confirmed your email address and that you wish to proceed with your Self-Exclusion request you will be taken to the next step in the process.

The next step is to inform you that following confirmation your account will be frozen and any associated accounts will be frozen within 24 hours. A downloadable version of the form will then be sent to your email address which you will need to complete and return in order to complete the Self-Exclusion.

We will close any accounts you hold with us within 48 hours of receiving your form and return any remaining balance to you (any ‘running’ bets will continue in place and we will forward any subsequent winnings to you after the event is settled on request). We will confirm to you by e-mail, on your registered e-mail account, once we have put the exclusion in place.

Please note that if you have requested to self-exclude from your accounts as part of a Coral shop self-exclusion process, it may take up to 5 working days for this to be applied.

Please note that you should also Self-Exclude from all other operators. See our Help and Support section for contact details of regulatory and protection help and advice (eg. Gamcare).

The Self-Exclusion will only be implemented upon receipt of the complete form. If you do not wish to return the forms and decide that you no longer wish to Self-Exclude your account, you will be able to request for your account to be reopened. This can be done by contacting our Customer Services team

Shop Self Exclusion

You can request to self-exclude yourself from being able to enter your local ‘Primary’ Coral shop, as well as up to a maximum of 3 other local ‘Secondary’ Coral shops. You must provide photographs in order to proceed.

The agreement becomes effective immediately, but it may take up to 5 working days for Secondary shops to receive notification.

As part of the agreement you acknowledge that you will not enter any Coral premises during the term.

If you have requested to self-exclude from Coral shops as part of an account self-exclusion process, it may take up to 5 working days for the specified shops to receive notification.

We reserve the right to disable £50+ machines stakes access on any Coral Key or Connect account held by you during the period of shop self-exclusion.

  • Returning from Self-Exclusion

    At the end of a self-exclusion period, you can discuss your options with a member of Coral staff...
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  • Returning from Self Exclusion

    At the end of a self-exclusion period, you can discuss your options with a member of Coral staff.

    For self-exclusions requested via our online Customer Services Team, you’ll need to telephone the Team to discuss next steps.

    For self-exclusions requested via our shop team, you can approach a member of staff in the shop where the form was submitted or by calling our Customer Care Team.

    In either case, you may then decide to either renew your self-exclusion for a further period, or opt to resume access to Coral accounts or Coral shops (or both if you originally requested to self-exclude from both shops and accounts together). This is known as ‘reinstatement’.

    If you choose to reinstate, you will be given a 24 hour cooling off period after which the exclusion will be lifted unless you contact us again within this timeframe and request for your self-exclusion to remain in place for a further period. If you make a request to reinstate with our shop team, you’ll be asked to complete a form confirming that you wish to return.

    Any accounts which form part of your self-exclusion agreement will remain closed pending any reinstatement.

    Where shops are part of your agreement, this part of your self-exclusion will remain in place for a further 6 months after the 12 months has elapsed (at which point it will be terminated) unless you renew the agreement as above, or complete reinstatement.

    If the shop part of a self-exclusion has terminated, any accounts linked to the original agreement may only be reinstated by contacting our Customer Services Team and after a 24 hour ‘cooling off’ period has been observed.

    Similarly, if as part of an agreement you requested to self-exclude from accounts for a longer period than in our shops, any accounts may only be reinstated at the end of that period by contacting our Customer Services Team and after a 24 hour ‘cooling off’ period has been observed. You may however reinstate with Coral shops by contacting your ‘primary’ Coral shop or the Customer Care Team.

    Finally, any accounts linked to a self-exclusion agreement may not be reinstated until any other existing Coral shop self-exclusion agreement has terminated or the reinstatement process has completed.

    Your account will only be ‘opted in’ to receive marketing material if you confirm this during the reactivation process or subsequently.

  • Responsibilities – You and Coral

    Where you have requested to exclude from your accounts, we will employ reasonable automated checks to endeavour to ensure that you can no longer transact with Gala Coral Group accounts...
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  • Responsibilities – You and Coral

    Where you have requested to exclude from your accounts, we will employ reasonable automated checks to endeavour to ensure that you can no longer transact with Gala Coral Group accounts. However, during your period of self-exclusion, you have an equal undertaking not to seek to circumvent the agreement by participating in gambling and betting services offered by us.

    Where you have requested to exclude from Coral shops, our responsibility is only to take reasonable steps to seek to prevent you from entering the premises you have identified; as part of the agreement you acknowledge that you will not enter any Coral premises during the term. If you attempt to visit a Coral shop and you are identified by a member of staff you will be asked to leave the premises.

    During your self-exclusion period we will not send you any marketing material. Please note however, that whilst your details will be removed from our mailing database this may not prevent you from receiving marketing material which is already in the process of being dispatched. We would ask you to please disregard any such material received accordingly.

Responsibilities – You and Coral

Where you have requested to exclude from your accounts, we will employ reasonable automated checks to endeavour to ensure that you can no longer transact with Gala Coral Group accounts. However, during your period of self-exclusion, you have an equal undertaking not to seek to circumvent the agreement by participating in gambling and betting services offered by us.

Where you have requested to exclude from Coral shops, our responsibility is only to take reasonable steps to seek to prevent you from entering the premises you have identified; as part of the agreement you acknowledge that you will not enter any Coral premises during the term. If you attempt to visit a Coral shop and you are identified by a member of staff you will be asked to leave the premises.

During your self-exclusion period we will not send you any marketing material. Please note however, that whilst your details will be removed from our mailing database this may not prevent you from receiving marketing material which is already in the process of being dispatched. We would ask you to please disregard any such material received accordingly.

Returning from Self Exclusion

At the end of a self-exclusion period, you can discuss your options with a member of Coral staff.

For self-exclusions requested via our online Customer Services Team, you’ll need to telephone the Team to discuss next steps.

For self-exclusions requested via our shop team, you can approach a member of staff in the shop where the form was submitted or by calling our Customer Care Team.

In either case, you may then decide to either renew your self-exclusion for a further period, or opt to resume access to Coral accounts or Coral shops (or both if you originally requested to self-exclude from both shops and accounts together). This is known as ‘reinstatement’.

If you choose to reinstate, you will be given a 24 hour cooling off period after which the exclusion will be lifted unless you contact us again within this timeframe and request for your self-exclusion to remain in place for a further period. If you make a request to reinstate with our shop team, you’ll be asked to complete a form confirming that you wish to return.

Any accounts which form part of your self-exclusion agreement will remain closed pending any reinstatement.

Where shops are part of your agreement, this part of your self-exclusion will remain in place for a further 6 months after the 12 months has elapsed (at which point it will be terminated) unless you renew the agreement as above, or complete reinstatement.

If the shop part of a self-exclusion has terminated, any accounts linked to the original agreement may only be reinstated by contacting our Customer Services Team and after a 24 hour ‘cooling off’ period has been observed.

Similarly, if as part of an agreement you requested to self-exclude from accounts for a longer period than in our shops, any accounts may only be reinstated at the end of that period by contacting our Customer Services Team and after a 24 hour ‘cooling off’ period has been observed. You may however reinstate with Coral shops by contacting your ‘primary’ Coral shop or the Customer Care Team.

Finally, any accounts linked to a self-exclusion agreement may not be reinstated until any other existing Coral shop self-exclusion agreement has terminated or the reinstatement process has completed.

Your account will only be ‘opted in’ to receive marketing material if you confirm this during the reactivation process or subsequently.

Protecting Minors

Preventing Underage Gambling

In the United Kingdom it is illegal for someone who is under 18 years of age to gamble.

Coral is fully aware of its responsibility to prevent persons under the minimum permitted age gambling by accessing its gambling activities.

We make it crystal clear in our Terms and Conditions and Coral website that underage gambling is illegal, and that we will carry out verification checks to ensure that customers are at least 18 years of age.

PROTECTING MINORS ONLINE:

We may undertake a search with a third party for the purpose of verifying that you are 18 or over. We also inform potential customers that documents may be required to verify the customer’s age and identity.

Further information provided by Coral in its webpages as regards underage gambling includes:

  • Notifying parents of filtering software available that can monitor or restrict access to material that is inappropriate for youngsters, and provides links to the websites that provide this software
  • Requiring new registrants to affirm they are of legal age to gamble when they register
  • Logos (at the footer of all webpages, and the account registration page) specifying that the minimum age for gambling is 18, with links to this Responsible Gambling page with information as regards underage gambling

Parental Controls

There are a number of third party applications that parents or guardians can use to monitor or restrict the use of their computer's access to the Internet:

PROTECTING MINORS IN CORAL SHOPS

We operate a Think 21 policy in our shops. Coral reserves the right to ask any person who looks to be under 21 for a form of identification. Acceptable forms of ID must:

  • Contain a photograph from which you can be identified.
  • State your date of birth.
  • Be valid (i.e. not out of date).
  • Be legible and show no signs of tampering.

Examples of acceptable identification include:

  • Any ID carrying the PASS logo (e.g. Citizen Card, Validate UK, Connexions Card).
  • Full driving licence with photocard.
  • Provisional driving licence with photocard.
  • UK or International Passport.
  • Military identification card.

If an acceptable form of identification cannot be produced when requested we will ask you to leave the shop.

OTHER PEOPLE WHO CAN HELP

Help and support

National Gambling Helpline

For immediate help and support in confidence, please call the National Gambling Helpline. Free on 0808 8020 133 (8:00am to midnight, seven days a week), or visit the website at www.gambleaware.co.uk.

The Helpline is operated by GamCare, the leading provider of information, support and free counselling for the prevention and treatment of problem gambling.

Further information is also provided on their website at: www.gamcare.org.uk where you can also participate in live chat or the netline

GamBlock

If you feel that you have a problem, you could consider blocking access to all gambling sites from your PC by installing blocking software such as GamBlock which uses sophisticated tools to block all gambling sites and software.

Visit the website here

Responsible Gambling Trust

The Responsible Gambling Trust is the leading charity in the UK committed to minimising gambling-related harm. As an independent national charity funded by donations from the gambling industry, the Responsible Gambling Trust funds education, prevention and treatment services and commissions research to broaden public understanding of gambling-related harm.

Visit the website here

Gambling Therapy Helpline

Gambling Therapy is a free online service that provides practical advice and emotional support to people affected by problem gambling who reside outside Great Britain. Gambling Therapy is part of the Gordon Moody Association. Visit the website for chat and forums.

Visit the website here

Betfilter

Betfilter is specially designed to stop gambling. Betfilter has been tested on people with real gambling problems. The software is developed in close cooperation with Center For Ludomani in Denmark.

Visit the website here

Gamblers Anonymous

Gamblers Anonymous is a fellowship of men and women who share their experience, strength and hope with each other that they may solve their common problem and help others to do the same. GA offers the hand of friendship to anyone who is looking to try and stop gambling. Visit the website for details of a meeting near you.

Visit the website here

National Problem Gambling Clinic

The National Problem Gambling Clinic’s mission is to advance existing models of treatment and develop new models of psychological therapies for gamblers.

They want to be an internationally recognised treatment and research centre of excellence for all those affected by pathological and problem gambling also publishing research to ensure that they are at the forefront of this field.

UK based helpline: 020 7534 6699
or 020 7534 6599

Email: gambling.cnwl@nhs.net

Visit the website here

If you need our advice or help

Contact Us

Coral Online & Telebet

To speak with a member of our Coral online and Telebet team about responsible gambling, you can email or call our Customer Service Team. You can also visit Coral.co.uk if you wish to chat live to a Customer Service representative.

EMAIL:

help@coral.co.uk

PHONE:

  • United KIngdom

    0800 ­ 44 0011

  • Overseas

    +44(0) 208 507 5544

  • 7 Days a Week

    7am - 12pm


  • Coral Shops

Responsible gambling leaflets are available in all Coral shops – please ask staff for details.

To speak with us about responsible gambling in our shops, you can also call our Customer Care Team:

  • UNITED KINGDOM

    0800 169 0299

  • 7 DAYS A WEEK

    8:30am – 9:30pm