Casino Rules

1. Preliminary
   
   1. These are the Rules of Aspers (Newcastle) Casino. (“casino”)
   2. Aspers Newcastle Casino is owned and operated by Bally’s (Newcastle) Limited (referred to as “Bally’s”, “we”, “us” or “our”), a company registered in England and Wales with company number 04655461. Our registered office is at Colegrave House, 70 Berners Street, London, W1T 3NL, United Kingdom.
2. The Objects of the Casino are:-
   
   1. To provide patrons with opportunities for lawful gaming and other social and recreational facilities including the provision of food and refreshments.
3. Constitution
   1. Any one or more members of Management may review Bally’s World membership applications and suspensions.
   2. Bally’s or Management 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.
   3. Self-exclusion (SENSE and Casino Led Exclusion) may only be reviewed after 6 months has elapsed and by the General Manager, Deputy General Manager or CSM Gaming.
4. Officers and Management
   1. Any one or more members of Management may review Aspers World membership applications and suspensions.
   2. Aspers or Management 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.
   3. Self-exclusion (SENSE and Casino Led Exclusion) may only be reviewed after 6 months has elapsed and by the General Manager, Deputy General Manager or CSM Gaming.
5. General Rules
   1. 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.
   2. Patrons must be at least 18 years of age or over to enter the premises and ID Scan is in operation.
   3. Any patron who appears to look under 25 will need to prove they are 18 or over by providing photographic identification.
   4. Bally’s reserves the right to shut off any portion of the casino premises at any time to exclude patrons there from.
   5. Bally’s will prevent access to the casino to anyone acting in a disorderly manner or anyone who in its judgement is intoxicated.
   6. Patrons are prohibited from bringing alcohol onto the premises and may be refused entry if found in possession of alcoholic beverage.
   7. Patrons whose personal attire is unacceptable to Management may be refused entry.
   8. Bally’s reserves the right to request any patron who is believed to be intoxicated to leave the premises.
   9. 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 Bally’s’ staff appointed to that duty. Bally’s and Management reserve the absolute right to refuse permission to carry any articles that appointed staff consider being inappropriate for passage into the casino.
   10. 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 Bally’s nor any employee of Bally’s shall be liable for any loss or damage to any such article, however occasioned.
   11. No games of hazard or of chance shall be played on the casino premises other than those games agreed by Bally’s in the course of its business.
   12. 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.
   13. Bally’s 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.
   14. 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.
   15. The casino premises operates CCTV surveillance systems which incorporate video and audio recording. CCTV is used for the protection and security of Bally’s’ staff, property, and customers. Bally’s shall comply with the Data Protection legislation with respect to the retention of data, data processing and disclosure of personal data – please refer to our Privacy Policy for further information.
   16. For the comfort of all patrons, mobile phones must not be used whilst at the gaming tables or poker tables during a hand.
   17. Cameras or any other recording devices may not be used in the casino without the approval of the Management.
   18. Bally’s 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 within the casino premises to leave the premises and where appropriate to suspend, terminate membership or not allow access to the casino.
   19. Bally’s is committed to ensuring the health and safety of its staff, patrons on the premises so far as is reasonable and practicable and Bally’s will comply with all relevant.
   20. 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.
   21. Bally’s 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. Bally’s will also cooperate with the police in such matters.
   22. Bally’s 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 casino’s employees. Bally’s has an absolute discretion to suspend or terminate the membership or refuse entry. Bally’s may share information about any criminal act or disorder committed in the casino by patrons with other Asper’s casinos and the relevant regulatory authorities.
   23. Bally’s 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. Bally’s will not tolerate any conduct which may potentially constitute harassment or discrimination against any patron or staff member.
   24. Bally’s may initiate and will fully support a criminal investigation following an act of violence against any of its patrons or its employees.
   25. Bally’s 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 Bally’s will seek to recover its costs of such action. Bally’s will also pursue criminal prosecution against those who commit offences on its premises.
   26. Bally’s 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.
   27. Systematic or organised money lending between patrons within the casino is strictly forbidden.
   28. Smoking is only permitted in the designated area of the casino. Any person found to be smoking on the premises, not in the designated area, may be asked to leave.
   29. A patron who self-excludes or has been excluded by us from the casino agrees that Bally’s will not be liable for any matter whatsoever if they enter Bally’s premises prior to the expiry of the exclusion period.
   30. Full betting rules are available at the Guest Relations desk.
6. Protection of Customer Funds
   1. Funds are not protected in the event of the insolvency of Bally’s (Newcastle) Limited.
7. Complaints and Disputes
   1. 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.
8. Experian Identification Check
   1. An electronic identity check may be carried out at the customer’s request for an Bally’s World membership. Please note that this ID check does NOT leave a credit “footprint” on an applicant’s credit record. The ID check leaves an ID soft print that is only visible to the individual and not to any lenders and therefore does NOT affect an individual’s credit history or the ability to obtain credit. At no point during this search has Bally’s accessed any credit or financial information on the applicant.
9. Anti-Money Laundering & Counter Terrorist Financing (“AML/CTF”)
   1. Patrons are required to produce an acceptable identification document when gaming or transacting at certain threshold levels to ensure Bally’s’ compliance with legislative and regulatory Customer Due Diligence and Enhanced Due Diligence obligations.
   2. Bally’s may, as part of its ID verification processes and general Enhanced Due Diligence policies and procedures, conduct screening upon patrons with recognised third-party providers where a business relationship has been established.
   3. Bally’s has a legal obligation to ensure that any funds played in its casinos are legitimate and may, as part of its regulatory and legal obligations, seek or request information relating to the source of patrons’ funds which may be used for gaming transactions. Bally’s also reserves the right not to proceed with any transaction and/or to freeze any monies in its possession until such time that
      • Bally’s has obtained the required information to its sole satisfaction: and
      • Bally’s has completed any other processes that may be required under its policies and/or procedures or AML/CTF legislation.
   4. Bally’s has a legal obligation to ensure that any funds played in our casinos are from a legitimate source. In addition to identification and occupation details, we may request further information and documentary evidence as to the source of a patron’s funds. The information will not be shared outside of Bally’s Group, and records will be maintained in accordance with Data Protection legislation.
10. Responsible Operator
    1. Bally’s recognises that a small proportion of its patrons may experience problems as a result of their gambling. Bally’s is committed to a policy of promoting a responsible attitude to gambling and provides free literature within its casinos for the information and benefit of all. Bally’s will ensure that its management and staff are aware of this issue so that they may offer assistance wherever possible. Bally’s also offers a self-exclusion programme via Self Enrolment National Self Exclusion (SENSE) with a minimum exclusion period of 6 months.
11. Bally's World Terms and Conditions
    1. Bally’s World terms and conditions govern participation in the Bally’s World program and the issue and use of the Bally’s World Cards. Bally’s World rules are displayed on the website and a copy is available on request.
12. Exclusion of Patrons
    1. Bally’s reserve the right to refuse to register patrons for membership at its sole and absolute discretion and shall not be obliged to provide patrons with any rationale for refusal.
    2. Bally’s reserve the right to suspend the membership any patron(s) without notice, at any time, and without explanation. Such suspensions may also be enforced at any other casino in the Bally’s Group.
    3. Bally’s may, in its absolute discretion, at any time, without notice, and for any reason, indefinitely terminate the membership of any patron from the casino. Such termination of membership will also take effect in all other casinos within the Bally’s Group. Any patron whose membership is terminated will forfeit any rights or privileges offered by the casino, Bally’s Group, or its subsidiaries.
    4. If the membership of a patron is terminated in accordance with 12.3, Bally’s reserves the right:
    • to remove the patron, and/or refuse the patron access to any Bally’s Group premises:
    • to withhold from said patron the payment of stakes and/or winnings at the casino or any Bally’s Group premises; and
    • not to proceed with any transaction and/or to freeze any monies in their possession until such time that they have obtained required information to its sole satisfaction, and/or that it is satisfied it has completed any other processes that may be required under applicable legislation and regulation.
13. Privacy
    1. For further information with regards to how your personal data is processed by us, please refer to our Privacy Policy

Aspers World T&Cs

These terms and conditions (“terms”) govern participation in the Aspers World loyalty rewards programme (“Aspers World”) and the issue and use of the Aspers World cards. Within these terms, a “Member” means a person who has agreed to the Aspers World terms and to whom an Aspers World card has been issued.

1. Information about us

   Who we are

   1. We are Bally’s (Newcastle) Limited (referred to as “Bally’s”, “we”, “us” and “our” in these terms), a company incorporated in England and Wales with company number 04655461 and whose address is Colegrave House, 70 Berners Street, London, W1T 3NL, United Kingdom.
   2. Bally’s (Newcastle) Limited , together with a group of companies (which we refer to as the “Group”

   How to contact us

   3. You can contact us:
      1. by post: Data Protection Officer, Bally’s/Gamesys Operations Limited, 70 Berners Street, London, W1T 3NL (UK).
      2. by email: dpo@ballys.com.
2. These terms
   1. These terms should be read in conjunction with the casino rules, available onsite and online at www.aspersnewcastle.co.uk. If you apply to join Aspers World, you agree to these terms.
   2. Please ensure that you read these terms carefully and if you have any queries regarding these terms or the services provided by us, please do not hesitate to contact us using the details set out above.
3. How to receive an Aspers World card
   1. Aspers World is free to join. In order to create a membership account and receive the full benefits of Aspers World, please bring valid photo identification (see further below) along to the “Guest Services” area of a participating casino and ask to sign up to Aspers World.
   2. Valid photo identification means a current passport, current UK photo driving licence, current EEA member state identity card, current international photo driving licence or current resident permit (resident permit please ask at “Guest Services” for details).
   3. Only one membership per person is permissible. Members may only have one active membership account and a maximum of three active cards at any one time.
   4. Only the Member listed on the card may participate in the Aspers World programme using the card associated with their account. Membership cannot be shared.
   5. Admission to Aspers World may only be granted at Bally’s absolute discretion following an application for membership. An application may only be made in respect of an individual.
   6. All Aspers World cards will remain the property of Bally’s
   7. Please refer to our Privacy Policy for further information regarding how your personal data is processed by us. Bally’s reserves the right to refuse an application for any reason and shall not be obliged to explain its reasons for its refusal.
4. How to use an Aspers World card
   1. An Aspers World card can only be used in Aspers participating casinos. Members can earn Aspers World Points on slot machines, electronic roulette terminals, table games and poker.
   2. Once you have received your Aspers World card, insert the card into a slot machine, electronic roulette terminal or hand to a dealer at a table game to start earning points (“Aspers World Points”).
   3. Aspers World Points will automatically accrue every time you use your card and/or play on slot machines, electronic roulette terminals, table games and poker at any Aspers Casino.
   4. Aspers World Points will expire after a period of 90 days since the date they were earned. For example, any points earnt January 1st 2023 will expire if not redeemed before April 1st 2023
   5. Please note, to buy in or cash out £1,500 or more, Aspers World Membership is required (including valid photo ID)
   6. Aspers World Points can be redeemed once a minimum of £1 in value has been accrued. £5 minimum for FREEPLAY Chips; these being non-negotiable, must be played as a single bet and cannot be changed for cash or chip equivalent.
   7. Aspers World Points can be redeemed as FREEPLAY XTRA on slot machines and electronic roulette terminals or can be used for full or part payment on food and beverage purchases. To redeem FREEPLAY XTRA at a slot machine or electronic roulette terminal, guests enter a six-digit pin number (day, month, year of birthday in 01 01 01 format) via the Aspers World member display screen and choose the amount to redeem. Balances are only redeemable in £1 amounts. To redeem Aspers World Points on food and beverage purchases, guests must hand over their Aspers World card at the point of purchase and instruct the Bally’s representative on how much they would like to redeem.
5. Terms of participation
   1. To participate in Aspers World, Members must be 18 years or over.
   2. Employees of Bally’s are not eligible to join Aspers World.
   3. Subject to these terms, Aspers World may issue benefits to Member, to be determined and awarded at Bally’s absolute discretion, on the basis of information recorded by use of the card during the Members’ visits to participating casinos operated by Bally’s.
   4. Bally’s may suspend or withdraw membership from any Member who, in its view, abuses the Aspers World programme or in any way brings the Aspers World program into disrepute.
   5. The benefits of Aspers World are intended for the use of the Member registered to the card. If any Member provides their Aspers World card or details to any other person for the purpose of gaining benefits and/or Aspers world Points, we reserve the right to either cancel or suspend the membership account of such Member, at Aspers’ absolute discretion.
   6. 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, postal address, occupation, email address and contact number.
   7. In the event of death or bankruptcy of a Member, such Member’s Aspers World membership account will be cancelled, and no benefits will be accrued.
   8. We will cancel the Aspers World account cards (and membership accounts) of all Members who are excluded from Bally’s casino facilities for any reason, including their own self exclusion, and all accrued benefits will be non-recoverable.
   9. 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 terminals.
   10. Bally’s Management reserves the right, at its sole discretion, to adjust Aspers World Points balances due to misuse, machine malfunction or computer error etc.
   11. In the event of a lost or stolen card, the issue of a replacement card to a Member will be at Bally’s absolute discretion.
   12. Bally’s will not be responsible for lost or stolen Aspers World cards, including any resulting misuse.
   13. In the event of a dispute, Bally’s decision will be final and binding.
   14. Members who cancel their Aspers World membership will not be entitled to any benefits. Any Member who cancels their membership may apply to rejoin the programme at any time.
   15. Any Member may be excluded from Aspers World at Bally’s absolute discretion.
   16. Aspers will not be held responsible nor have any liability for third party products and services for whatsoever reason and howsoever arising.
   17. Aspers reserves the right to change the terms and conditions for Aspers World in line with the Gambling Commission’s 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 this may be by a notice being displayed on casino premises.
   18. The data of all Members are administered by the Bally’s.
   19. Data Protection Officer in accordance with the Data Protection Act 2018. Full details regarding how Aspers manages the personal data collected from its customers can be reviewed via the available Aspers Privacy Policy (together with details regarding how to submit a data subject access request).
   20. Governing law; both parties agree that these terms 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.
6. Site Links
   

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

7. Copyright Notice
   

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

8. Disclaimer
   1. The materials contained in this website are for general information only and do not constitute advice on any matter. We accept no responsibility for any loss caused by reliance on any statement contained in this website. Links to other sites from these pages are for information only and we accept no responsibility for any material contained within those sites.
   2. Due to the nature of the electronic communication process, we cannot, nor do we, guarantee or warrant, that access to our website (or any part of it) will be uninterrupted, or without delay and we accept no liability in this respect. Furthermore, whilst we make all reasonable attempts to exclude viruses from this website, we cannot ensure that it will be free of viruses and we cannot and do not accept any liability in this respect. You are therefore recommended to take all appropriate safeguards before downloading or accessing information from this website.
   3. This disclaimer and any claim based on use of information from this website shall be governed by the laws of England and the parties submit to the exclusive jurisdiction of the Courts of England and Wales.
   4. This site contains information, content, features, products and services which are suitable only for persons over 18. Therefore this website, and any part of it, is only available to those who are over 18 years of age. By continuing to the next page or visiting, using, viewing the whole or any part of it or having any involvement whatsoever with this website you are confirming that you are over 18 and will not misuse the website in any way and continue to use this site in accordance with and compliance with all elements of English law. If you are under 18 years of age or do not agree to be bound or abide by this notice then you are not authorised to or visit, use, view the whole or any part of it or have any involvement whatsoever with this website and must leave the website immediately. We reserve the right to take action against those who do not do so.

Complaints and Disputes

1. COMPLAINTS, DISPUTES & ALTERNATIVE DISPUTE RESOLUTION

• 1.1. Aspers Group fully supports the objective detailed in the Gambling Act 2005 and are committed to best practice on gaming and social responsibility and will ensure gambling is conducted fairly and openly in accordance with company procedures.
• 1.2 Aspers Group has put into effect policies and procedures designed to ensure the supervision at gaming tables is carried out by supervisors and dealers in order to ensure the integrity of gaming is not compromised.
• 1.3 A complaint means a complaint about any aspect of the
• company and staff conduct in respect of the licensed activities, and a dispute is any complaint which -
• a. Is not resolved at the first stage of the complaints procedure.
• b. Relates to the outcome of the complainant’s gambling transaction.
• 1.4 A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues, such as the service in the restaurant, the quality of the décor or facilities or the availability of space at a particular
• gaming table do not apply, as they would not indicate a possible threat to the licensing objectives.
• 1.5 Should a customer have any complaint or dispute about any gambling related decision, this should be raised immediately with a member of the Aspers management team who should be able to settle this at the time. If it is not settled the customer will be given a gaming dispute leaflet and is free to raise any such complaint or dispute at any time within a date which is not less than 6 months from the date of the disputed incident. The request will be acknowledged within 24 hours of receipt where gambling facilities are available 24 hours a day or within three working days otherwise.
• 1.6 The licensee’s process ends if the customers complaint remains unresolved eight weeks after the licence holder received it, or the customer and the licence holder reach a deadlock or final position in less than eight weeks. The licence holder will then write to the customer with a final letter to explain:
• a. The final decision.
• b. That this is the end of the operator’s complaints process.
• c. How to escalate the complaint to an independent ADR entity if the customer wishes to do so. Therefore, should a customer not be satisfied with the decision, and all internal avenues of dispute resolution have been exhausted, they may refer the matter to IBAS.
• 1.7 IBAS is tasked with reviewing any disputes relating to the land-based casino that cannot be settled internally. Thus, if the customer remains dissatisfied with the decision regarding their gambling dispute, they may refer the matter in writing or by email to time up to 12 months from the end of the operator’s complaints’ process. The application will be acknowledged within three working days of receipt
• 1.8 We recommend visiting the IBAS website: www.ibas-uk.com
  
  In order to make a claim through the IBAS website, you will need to register with the service. You will need a valid, working email address in order to register. Registration is quick, easy and free of charge.
  
  You will then need to complete an IBAS Claim Form by clicking on ‘Make a Claim’.
  
  If you have any difficulty using the website, you are welcome to complete a claim form by hand. We can post you a form, which we will ask you to complete and return.
  
  To request a form, either telephone us on 020 7347 5883 or write to us at: IBAS, PO BOX 62639. London EC3P 3AS
• 1.9 How long does IBAS process take?
  
  Once IBAS has received your completed claim form, they will contact the casino to seek their response.
  
  One of their Case Managers will then send any further questions to either you or the casino until they are satisfied that they have all of the information they need to make an informed decision.
  
  After that, the file containing all of that information is sent to members of IBAS Adjudication Panel. The panellists may have further questions or they may be satisfied that they have enough material to issue an adjudication.
  
  Once they have reached their decision, their findings are typed up and either emailed or posted to both you and the casino simultaneously.
  
  Typically, the whole process will take between 10 and 12 weeks but some cases are resolved faster and other, more complicated cases, may take longer.

2. ASPERS GROUP CASINO COMPLAINTS PROCESS

• 2.1 Any gaming complaint should be resolved by the Dealer and/or Gaming Supervisor at the time of the incident, however if the Dealer or Gaming Supervisor is not able to settle the matter it will be referred to the Duty Manager and Surveillance.
• 2.2 If you are not satisfied with the resolution of the dispute you will be given a gaming dispute leaflet and invited to put your concern in writing to the General Manager, Aspers at The Gate, Newgate Street, Newcastle Upon Tyne, NE1 5TG Email: Nc.gamingdisputes@aspers.co.uk
• 2.3 In response to your enquiry the General Manager will respond to you by email or write to you after investigating the dispute, explaining the decision.
• 2.4 If you are not content with the decision you may write to the Head of Regulatory Compliance and Assurance, Aspers Casino Stratford, Westfield Stratford City, 312 Montfichet Rd, London, E20 1ET or via email complaintsesc@aspers.co.uk who will independently investigate the matter.
• 2.5 If you are not satisfied with their findings you may escalate the matter further by having it referred

3. ALTERNATIVE DISPUTE RESOLUTION FOR CASINO & BINGO ARBITRATION ADR PROCESS

• 3.1 The ADR controller will assign an ADR official to investigate the complaint and notify all parties concerned.
• 3.2 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. Both parties have a right to see the arguments, evidence, documents and facts put forward by the other party.
• 3.3 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 issued 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). During the course of the investigation the complainant will be kept in touch with progress at least every 30 days.
• 3.4 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.
• 3.5 The ADR official will consider any comments prior to completing the report.
• 3.6 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.
• 3.7 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.
• 3.8 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.
• 3.9 In accordance with consumer protection requirements, the customer is not legally bound to abide by any IBAS decision and therefore this process does not deny the consumer his or her UK statutory consumer protections.

4. GROUNDS TO REFUSE TO DEAL WITH AN ALTERNATIVE DISPUTE RESOLUTION

• 4.1 An ADR Entity can refuse to deal with a dispute but the ADR Entity must provide both parties with a reason for declining the dispute within 3 weeks of receiving the complete complaint file.
• 4.2 The reasons a dispute can be refused† are if:
• a. The consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity;
• b. The dispute is frivolous or vexatious.
• c. The dispute is being, or has been previously, considered by another ADR entity or by a court.
• d. The value of the claim falls below or above the monetary thresholds set by the body; however, IBAS does not set monetary thresholds.
• e. 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.
• f. Dealing with such a type of dispute would seriously impair the effective operation of the body.

Aspers Newcastle Carling Bar Launch Party Free Pint Terms and Conditions

• The promotion will run on 28th September only and is only open to Aspers World members who are yes to email contact.
• Aspers World is open to all of those aged 18+; photo ID required.
• The first 150 unique customers to show their Carling Bar Launch Party invite email at the bar can claim 1 x pint of Carling (568ml)
• Only 1 x pint (568ml) per person
• The offer is Only on Carling Larger, no substitutions.
• The offer is subject to responsible service of alcohol.
• Any complaints or disputes should be brought to the immediate attention of the Aspers Management team for resolution.
• The Promoter reserves the right to cancel or amend the promotion at any time.
• The offer is not transferrable, cannot be used in conjunction with any other food and drink offers and no cash alternative is available.
• Entry constitutes acceptance by the entrant of these terms and conditions.
• Any complaints or disputes should be brought to the immediate attention of the Aspers management team for resolution.
• The Promoter reserves the right to cancel or amend the promotion at any time. If participants have already met the qualifying criteria for the promotion, they will be entitled to participate in the promotion on the terms entered, (subject to any expiry or other terms contained in these terms) and entitled to any benefits associated with the promotion.
• Employees of the Promoter, their agents, families, or household members are prohibited from participating in this promotion.
• Disregard or failure to meet any of these terms may result in the management cancelling the offer.
• Promoter: Aspers UK Holdings Limited Group, 3 Dorset Rise, Blackfriars, London, EC4 Y8E

FREE 100 FREE SCARFS

1. The promotion will run on the 28th of September only and is open to Aspers customers (18+)
2. The first 100 unique customers to make a purchase at Aspers Carling Bar will be given a free Aspers branded black and white scarf.
3. No minimum spend.
4. Any complaints or disputes should be brought to the immediate attention of the Aspers Management team for resolution.
5. The Promoter reserves the right to cancel or amend the promotion at any time. Employees of the Promoter, their agents, families, or household members are prohibited from participating in this promotion.
6. Disregard or failure to meet any of these terms may result in the management cancelling the offer.
7. Promoter: Aspers UK Holdings Limited Group, 3 Dorset Rise, Blackfriars, London, EC4 Y8E

Aspers Newcastle NFL Promotion

• Bucket of 6 x Beer & 50p Wings Terms and Conditions
• The promotion will run from 8th September - and is only open to Aspers customers (18+).
• The promotion is valid when any NFL game is televised in the casino. The offer entitles the customer to a bucket of 6 x 330ml beers for £20 whilst the game is on. The offer is available on all 330ml bottles of beer and is subject is availability.
• The offer also includes 50p wings when any NFL game is being televised at the Casino. The offer is 50p per wing and the customer can purchase as many as they want.
• Entry constitutes acceptance by the entrant of these terms and conditions.
• Any complaints or disputes should be brought to the immediate attention of the Aspers management team for resolution.
• The Promoter reserves the right to cancel or amend the promotion at any time. If participants have already met the qualifying criteria for the promotion, they will be entitled to participate in the promotion on the terms entered, (subject to any expiry or other conditions contained in these terms) and entitled to any benefits associated with the promotion.
• Employees of the Promoter, their agents, families, or household members are prohibited from participating in this promotion.
• Disregard or failure to meet any of these terms may result in the management cancelling prizes.
• Promoter: Aspers UK Holdings Limited Group, 3 Dorset Rise, Blackfriars, London, EC4 Y8E

Aspers Newcastle WING WEDNESDAY Terms and Conditions

• The promotion will run from Wednesday 7th August and is open to all customers.
• The promotion will take place every Wednesday.
• Customers will be entitled to purchase chicken wings for 50p (each)
• Drinks/Food off any other food menu are not included in the discount.
• The offer is not transferable, cannot be used in conjunction with any other offer and no cash alternative is available.
• Aspers World discounts do not apply.
• Entry constitutes acceptance by the entrant of these terms and conditions.
• Any complaints or disputes should be brought to the immediate attention of Venue Management for resolution.
• The Promoter reserves the right to cancel or amend the promotion at any time. If participants have already met the qualifying criteria for the promotion, they will be entitled to participate in the promotion on the terms entered, (subject to any expiry or other terms contained in these terms) and entitled to any benefits associated with the promotion.
• Employees of the Promoter, their agents, families, or household members are prohibited from participating in this promotion.
• Disregard or failure to meet any of these terms may result in the management cancelling the offer.
• Promoter: 3 Dorset Rise, Blackfriars, London, EC4 Y8E

Aspers Newcastle Cash Dash League Terms and Conditions

1. Open to Aspers World members only, being 18 years or over.
2. Aspers poker rules will prevail over any situation not covered in these rules.
3. Regular rake cash game players will have the opportunity to play for a guaranteed £15,000 in cash prizes.
4. 1 Point will be awarded for every hour played on raked cash games staked £1-£1 or above.
5. During “double points” hours players will receive 2 points per hour.
6. Double points: - 13:00-14:00*, 18:00-20:00, 00:00-02:00. * Sat – Sun 12:00 – 14:00.
7. During “Quadruple points” hours players will receive 4 points per hour.
8. Quadruple points: - 12:00-13:00*, 17:00-18:00, 23:00-00:00. *Sat – Sun 11:00 – 12:00.
9. The top 60 players that accumulate 50 points or more over the calendar month (eg. 1st - 31st of the month) automatically qualify for the Aspers Newcastle Cash Dash League.
10. The monthly Cash Dash tournament will take place the subsequent month. The tournament date will be confirmed and announced at the beginning of the month in question.
11. All qualified players will have a one-hour late registration period, if a qualified player has not registered by the end of late registration, they will be unable to participate in the tournament.
12. All qualifying players will receive a starting stack of 10,000 and will have their stacks as well as any bonus chips earned in play from the start of the Cash Dash tournament.
13. Players who finish between 1st – 48th will earn bonus chips for their final position.
14. 1st-12th = 20,000, 13th–24th = 15,000, 25th–36th = 10,000, 37th-48th = 5,000.
15. The promotion is funded by promotional charges on all cash game tables staked £1-£1+. £1 will be taken from all pots £20 or over.
16. The Cash Dash League is Guaranteed at £15,000 any overlay will be covered by Aspers Casino Newcastle; any excess collected over the guarantee will be added to the tournament prize-pool.
17. The top 5 points earning cash game players, over a calendar month will win a share of £2,000 which will be allocated as follows –
18. 1st = £750, 2nd = £500, 3rd = £350, 4th = £250, 5th = £150
19. £3,000 of the £15,000 guarantee will fund 30x Mystery Bounties. The players that eliminate another in positions 21- 50 will receive a bounty token.
20. A tombola will hold 30 envelopes containing mystery bounties.
21. Mystery bounty prizes: -
22. 1x £500, 1x £300, 3x £200, 10x £100, 10x £50, 5x £20.
23. A player with bounty tokens will return the tokens to the cardroom supervisor/manager, where he/she will be directed to the tombola, player will pick one envelope per token.
24. All bounty envelopes once opened will be handed back to the supervisor/manager and winnings will be deposited at the cash desk.
25. Winners must bring with them valid photo ID or an Aspers World membership card when collecting their cash prize.
26. The promotional period may be extended or reduced at management discretion.
27. Aspers reserve the right to withdraw or amend this promotion at any time, with no prejudice to those already participating.
28. Any disputes must be raised with a member of the Aspers’ Management team.
29. The promotion is not available to employees of the Aspers UK Holdings Limited group, or anyone associated with the group or its employees.
30. Any player that knowingly abuses time away from the table could risk forfeiting any points earned on that day.
31. Any player who is deemed to not be playing in the spirit of the game in order to manipulate results will be excluded from the promotion.
32. Any guest who is barred, suspended, or excluded from an Aspers’ casino premises will not be eligible to redeem the offer.

Aspers Newcastle ER Club Terms & Conditions

1. Open to Aspers World members only (free to join).
2. Qualifying guests will be selected based on previous months tracked ER turnover.
3. Qualifying Criteria may change monthly at Aspers discretion.
4. Valid for one qualifying person per day, on days specified in the booklet.
5. Offer available on selected Electronic Roulette machines, the offer is not for slot machines or Live tables.
6. Vouchers have no cash value and are non-redeemable and non-transferable.
7. No photocopies of the voucher will be accepted.
8. All vouchers will be retained by Aspers.
9. Vouchers cannot be exchanged for any other service.
10. Vouchers cannot be used in conjunction with any other offer.
11. Management reserves the right to withdraw a voucher offer at any other time.
12. Any disputes must be raised immediately with a member of staff.
13. Vouchers can only be redeemed in the Aspers casino Newcastle where the voucher was awarded.
14. The promotional period may be extended or reduced at management discretion.
15. The promotion is not available to employees of the Aspers UK Holdings Limited, Group or anyone associated with the Group or its employees.
16. Aspers accepts no responsibility for any: Damage, loss, death or injury of any kind endured by the customer by way of redemption of the prize.
17. Any guest who is barred or excluded from an Aspers premises will not be eligible to redeem the offer.

£50 for £30, £50 for £20, £30 for £20 Offer

1. Open to Aspers World ER Club qualifiers only.
2. The offer is available at Aspers Casino, Newcastle, for ER club qualifiers on designated dates.
3. Aspers World ER Club qualifiers may exchange £20 cash for £30, £30 for £50 or £20 for £50 ER play.
4. Only one offer can be redeemed on the designated day or days of the offer.
5. The offers can be redeemed at cashdesk on the days designated in the offer booklet.
6. Offer only available on electronic roulette machines available, the offer is not available on slots or live tables.
7. Vouchers have no cash value and are non-transferable. No photocopies accepted. All vouchers will be retained by Aspers.

£10, £20 MATCH PLAY Offer

1. Open to Aspers World ER Club qualifiers only.
2. The offer is available at Aspers Casino, Newcastle, for ER club qualifiers on designated dates.
3. £20 or £40 playable only voucher will be issued at cash desk on receipt of £10 or £20 cash and the £10 or £20 match play voucher.
4. Only one offer can be redeemed on the designated day or days of the offer.
5. The offers can be redeemed at cashdesk on the days designated in the offer booklet.
6. Offer only available on electronic roulette machines available, the offer is not available on slots or live tables.
7. Vouchers have no cash value and are non-transferable. No photocopies accepted. All vouchers will be retained by Aspers.

FREE BET Offer

1. Open to Aspers World ER Club qualifiers only.
2. The offer is available at Aspers Casino, Newcastle, for ER club qualifiers on designated dates.
3. Free bet redemption are made at cash desk on receipt of the specific ER booklet voucher.
4. Only one offer can be redeemed on the designated day or days of the offer.
5. The offers can be redeemed at cash desk on the days designated in the offer booklet.
6. Offer only available on electronic roulette machines available, the offer is not available on slots or live tables.
7. Vouchers have no cash value and are non-transferable. No photocopies accepted. All vouchers will be retained by Aspers.

Aspers Newcastle Slots Club Terms and Conditions

£30 for £20 and £50 for £30 Slots offer

1. Open to Aspers World Slots Club qualifiers only, being 18 years or over.
2. The offer is available at Aspers Casino Northampton, Newcastle, and The Casino MK to slots club qualifiers on designated dates.
3. Aspers World Slots Club qualifiers may exchange £20 cash for £30 or £30 for £50 slots play* during the opening hours of each casino on the dates specified on the slots club voucher.
4. Only one offer can be redeemed on the designated day or days of the offer.
5. The offer cannot be redeemed as cash and can only be used on the dates and times stated.
6. *The £20 or £30 cash may be exchanged at cash desk for a £30 or £50 playable only slots voucher.
7. The promotional period may be extended or reduced at management discretion.
8. Aspers reserve the right to withdraw or amend this promotion at any time, and the promotion may be revoked for any individual member at Aspers Management discretion.
9. Any disputes must be raised with a member of The Aspers Management team.
10. The promotion is not available to employees of the Aspers UK Holdings Limited, Group or anyone associated with the Group or its employees.
11. Aspers accepts no responsibility for any: Damage, loss, death or injury of any kind endured by the customer by way of redemption of the prize.
12. Any guest who is barred or excluded from an Aspers premises will not be eligible to redeem the offer.

£10 MATCH PLAY Offer

1. Open to Aspers World Slots club qualifiers only.
2. £20 playable only voucher will be issued at cash desk on receipt of £10 cash and the £10 match play voucher.
3. Only valid for named Aspers World Slots club qualifier on dates specified.
4. Not available on Electronic Roulette or Live Tables.
5. Offer only available on Slots machines available.
6. Vouchers have no cash value, are non-transferable and can only be used once on the day of the promotion.
7. No photocopies accepted. All vouchers will be retained by Aspers.
8. Vouchers cannot be exchanged for any other service or used in conjunction with any other offer.
9. Management reserves the right to withdraw a voucher offer at any other time.
10. Any disputes must be raised immediately with a member of staff.
11. Vouchers can only be redeemed in the casino where the voucher was awarded. For full terms and conditions, visit aspers.co.uk.
12. Any guest who is barred or excluded from an Aspers premises will not be eligible to redeem the offer.
13. The promotion is not available to employees of the Aspers UK Holdings Limited, Group or anyone associated with the Group or its employees.

FREE DRINK Offer

1. Open to Aspers World Slots club qualifiers only.
2. Any pint of draught beer, lager or cider, single spirit or 175ml glass of wine available on the day of the offer.
3. Exchange your free drink voucher with a member of the Food & Beverage team.
4. Only one drink per person on the day of the offer.
5. Vouchers have no cash value and are non-transferable. No photocopies accepted. All vouchers will be retained by Aspers.
6. Vouchers cannot be exchanged for any other service or used in conjunction with any other offer.
7. Management reserves the right to withdraw a voucher offer at any other time.
8. Any disputes must be raised immediately with a member of staff. Vouchers can only be redeemed in the casino where the voucher was awarded.
9. Any guest who is barred or excluded from an Aspers premises will not be eligible to redeem the offer.
10. The promotion is not available to employees of the Aspers UK Holdings Limited, Group or anyone associated with the Group or its employees.
11. For full terms and conditions, visit aspers.co.uk.

Welcome Back Terms & Conditions

1. Open to selected Aspers World members only, 18 years and over.
2. The offer is available at Aspers Newcastle, Northampton, Stratford and the Casino Milton Keynes.
3. Invited guests will receive an email or SMS from Aspers Casino containing a link to their QR code.
4. The offer is valid from a fixed number of days from the date the email is sent. The dates will be visible on the QR code.
5. Within the email, guests are advised to redeem their voucher at the Cash Desk or Guest Services at Stratford by showing their QR code.
6. Only one promotional free points voucher to be redeemed per customer per operational day.
7. Value of the voucher is the amount of Aspers World points added to members account, these will only be added upon redemption of the voucher in an Aspers venue.
8. Vouchers have no cash value, are non-refundable.
9. No photocopies or reprints accepted.
10. The offer and vouchers included are non-transferable and cannot be redeemed for any cash value.
11. Aspers reserve the right to amend or withdraw any time before the promotional period has begun or there has been any participation, at Aspers Management’s discretion, without prejudice to those already taking part.
12. Any disputes must be raised with a member of the Aspers Management team and are subject to Aspers’ Complaints and Disputes process.
13. The promotion is not available to employees or employee relatives of the Aspers UK Holdings Limited group, or anyone directly linked with the group or its employees.
14. Any guest who is barred or excluded from an Aspers’ premises will not be eligible to redeem the offer.

Aspers Newcastle - £25 Free Play terms and conditions

1. Open to Aspers World members only, being 18 years or over.
2. The free play offer is available at Aspers Casino Newcastle.
3. The promotional period runs for 7 days from the email sent date
4. The offer is only valid between the times of the promotional period stated above
5. Guests can redeem their free bet at the cash desk between the times and dates detailed above. Once redeemed at the cash Desk, guests will receive £25 Aspire chips OR 2500 points to their Aspers World Card
6. This promotion is only valid during the specific times and dates stated above
7. Customers can only redeem the offer once.
8. The offer cannot be redeemed as cash.
9. The promotional period may be extended or reduced at management discretion.
10. Aspers reserve the right to withdraw or amend this promotion at any time, and the promotion may be revoked for any individual member at Aspers Management discretion.
11. Any disputes must be raised with a member of The Aspers Management team.
12. The promotion is not available to employees of the Aspers UK Holdings Limited group or anyone associated with the group or its employees.
13. Any guest who is barred or excluded from an Aspers premises will not be eligible to redeem the offer

Aspers Newcastle - £10 Free Play terms and conditions

1. Open to Aspers World members only, being 18 years or over.
2. The free play offer is available at Aspers Casino Newcastle.
3. The promotional period runs for 7 days from the email sent date
4. The offer is only valid between the times of the promotional period stated above
5. Guests can redeem their free bet at the cash desk between the times and dates detailed above. Once redeemed at the cash Desk, guests will receive £10 Aspire chips OR 1000 points to their Aspers World Card
6. This promotion is only valid during the specific times and dates stated above
7. Customers can only redeem the offer once.
8. The offer cannot be redeemed as cash.
9. The promotional period may be extended or reduced at management discretion.
10. Aspers reserve the right to withdraw or amend this promotion at any time, and the promotion may be revoked for any individual member at Aspers Management discretion.
11. Any disputes must be raised with a member of The Aspers Management team.
12. The promotion is not available to employees of the Aspers UK Holdings Limited group or anyone associated with the group or its employees.
13. Any guest who is barred or excluded from an Aspers premises will not be eligible to redeem the offer

Aspers Newcastle - Free parking promotion to all members terms and conditions

1. Open to Aspers World members only, being 18 years or over.
2. To qualify for the promotion an Aspers world member must have a registered gaming visit on the same day as the car park ticket redemption.
3. Aspers World Members deemed to be only using the promotion for “free parking” and not visiting the Aspers venue to use its facilities will be removed from the promotion.
4. Free car parking will be available at Aspers Casino Newcastle, at The Gate Car Park.
5. The promotional can be extended or reduced at management discretion.
6. Only one parking voucher can be issued per person per day.
7. Voucher must be used on day of issue.
8. Guests can redeem their car parking ticket, at the Cash Desk at Aspers Newcastle.
9. This promotion is only valid on presentation of a qualifying car parking ticket and must be in a condition that allows the conditions of this promotion to be confirmed.
10. Car parking tickets will not be redeemed as cash.
11. Aspers reserve the right to withdraw or amend this promotion at any time, and the promotion may be revoked for any individual member- at Aspers Management discretion.
12. Any disputes must be raised with a member of the Aspers Management team.
13. The promotion is not available to employees of the Aspers UK Holdings Limited group or anyone associated with the group or its employees.
14. Any guest who is barred or excluded from an Aspers’ casino premises will not be eligible to redeem the offer.