Why We Have To Ask

It’s not personal, it’s the law

UK casinos are highly regulated to ensure that they offer safe environments for customers to have fun and enjoy gaming. The legislation is designed to protect customers and ensure that gaming is kept free from crime and money laundering activities.

What does this mean to you? Well, in order to comply with the legislation, we sometimes have to ask customers for additional information. This generally applies to our customers who game with us at higher levels.

Our Customer Relations Teams and Casino Management are here to help you through this process. Click on the links below to find out more.

We are committed to helping all our customers enjoy their gaming experience with us, which is why we’ve made this entire process as quick and simple as possible.

However, if we are not able to confirm that the money a customer uses is his or her own (and is from a legitimate source), unfortunately we must ask that customer to stop gaming with us until specific documents are provided.

Want to find out more, or get support when it comes to providing the right kind of information? Please talk to the Management in your local casino.

For more on why all UK casinos must undertake these checks, visit gamblingcommission.gov.uk

Gambling should be fun! To make sure it stays that way and doesn’t impact other areas of your life, it’s important to think about the amount of money you can afford to gamble. That means you need to understand the difference between ‘disposable income’ and ‘discretionary spend’.

Disposable income is defined as your take-home income after any relevant deductions, such as tax, national insurance, and pension payments.

Discretionary spend is defined as the amount you have left from your disposable income after taking out your living costs. These will include expenses such as rent, mortgage payments, food, and travel, but there will also be many other essential expenses you should consider. You need to calculate how much you personally can afford to spend on gambling after you have met all of these essential costs. This will be different for everyone.

On occasions, a member of our Management Team may ask you to consider if you have sufficient discretionary spend to continue with your level of gambling. We do this to ensure that we comply with safer gambling regulation and that we are protecting our customers.

UK casinos are highly regulated to ensure that they offer safe environments for customers to have fun and enjoy gaming.

The legislation is designed to protect customers and ensure that gaming is kept free from crime and money laundering activities.

As you are an important customer who games with us at higher levels, we are required by law to carry out a few simple checks and ask for certain information from you.

It’s not personal: we have to ask. We know it can feel intrusive to be asked questions about your income, but please understand that you are not being singled out.

Every customer who plays frequently and at higher levels will be asked to provide additional information, and sometimes documentation, wherever they play in the UK.

In casinos – just as in banks and building societies and other regulated industries – we are legally obliged to demonstrate that we know our customers and can be confident that the money they spend with us is their own, and legitimate. You may hear this referred to as ‘demonstrating source of funds and source of wealth’.

We will ask you to show us documents to verify your identity.

We may also ask you to provide documents to clarify where the money you game with has come from – your occupation or business interests for example, or a trust or inheritance.

Documents you may be asked for include:

  • Bank statements
  • Savings account statements
  • A letter from a solicitor confirming the trust or inheritance
  • Payslips

We’re here to help answer your questions, so please speak to the Management in your local casino to find out more.

For your complete reassurance, all information and any documentation you provide will be treated in the strictest confidence.

It will be held internally within a secure environment and complies fully with all data protection legislation.

We understand you may prefer not to pass information on to your local Host or Casino Management. If this is the case, speak to the Management in your local casino and they will put you in touch with one of our dedicated Safer Gambling Managers or KYC Managers who will assist you in the process.

We are committed to creating a culture of Safer Gambling within our casinos. We have appointed Safer Gambling Ambassadors across all our sites, in order to protect young and vulnerable people from being exploited by gambling, prevent underage gambling and increase support for the treatment of gambling harm.