Frequently Asked Questions
What is the new Gambling Commission regulation?
The Gambling Commission has stipulated that all gambling operators are required to interact with customers in a way that minimises the risk of customers experiencing harm associated with gambling. This has been set out in Social Responsibility Code 3.4.3 of the Licence Conditions and Codes of Practice (LCCP). Included within this regulation specifically, as a responsible operator, we are required to prevent accounts from taking part in new promotions should those accounts be deemed to be showing signs of potential harmful play (Markers of Harm), so as not to incentivise activity further.
Why can’t I see any offers on the Promotions Page?
Your account is currently restricted from taking up new promotions, due to our Player Protection Monitoring system identifying potentially risky behaviours. During this period, which will last a minimum of 48 hours, you won’t receive any promotions and offers until your activity has been shown to have returned to a more appropriate level. This action is taken in line with the latest regulations from the Gambling Commission.
When will I receive promotions and offers again?
Your activity will be reviewed automatically each day and once your activity on site has been shown to return to an appropriate level, you’ll be able to make the most of any promotions and offers available to you. In the interest of protecting our players, restrictions will last a minimum of 48 hours.
Will it affect how I play on site?
No, your regular play won’t be interrupted or affected in any way. You can still deposit, withdraw and play as normal, however our safer gambling teams may be required to interact with you following a review of your account, and as a result may temporarily block your ability to log in or deposit whilst attempting to speak to you.
I’ve already Opted-In to a promotion, will I still qualify?
Yes, if you’ve met the criteria or have begun wagering towards a promotion, you will still qualify for any offers that you have previously opted in to. Once the qualifying criteria is completed, any promotions or events you have opted into will be honoured.
What if I play across multiple sites?
To make sure you are protected consistently across all your accounts, new promotions and offers will be restricted across all brands owned by Rank Interactive. These brands are as follows: Grosvenor Casino, Mecca Bingo, Mecca Games, Bella Casino, Lucky VIP, Magical Vegas, Regal Wins, Rialto Casino, Spin and Win, The Vic, Kitty Bingo, Lucky Pants Bingo.
I’m a member of your loyalty programme, will my account status be affected?
Not to worry, your loyalty levels across any of the applicable programmes will not be impacted by this restriction, however you will notice that some recurring promotions will not be available to you, as these will be treated as “new” should they begin a new qualifying period.
What else do I need to know?
Whilst this restriction is only applied to bonuses and promotions, we encourage you to review your account activity as a whole and if needed refer to our safer gambling toolkit if needed, which is available through your account section. This will allow you to review limits on the amount you spend on site, or place blocks on your accounts for certain periods of time through a Take a Break or Self Exclusion.
If you’d like more information on the options available to you, or want to discuss your account in further detail, please visit the Contact area of the website, where you can chat with an advisor or email a query to us.
We have a number of safer gambling tools that you can use to ensure you’re gaming is responsible and purely entertaining. You can set up Deposit Limits and Reality Checks, use Take a Break from 24 hours up to 6 weeks, or even Self-exclude for a minimum of 6 months. Find out more at keepitfun.rank.com