Low 6 prides itself on providing its customers with a first-class service and a responsible gambling environment. Whilst we want all our customers to bet responsibly and within their means, we acknowledge that the Service Provider also has a responsibility as well as the service user to ensure that the pastime of gambling does not become problem gambling. When the fun stops, gambling should stop. To this end we endeavour to put in place as many measures as possible to protect people who are vulnerable to gambling – be they underage or have susceptibility to gambling problems.
Low 6 monitors customer responses to the measures implemented and will continue to re-assess and evaluate our policies on Social Responsibility and Responsible Gambling.
Low 6 provides customers with a range of options listed below to assist them to gamble responsibly.
If you believe you may have a problem with gambling, or know someone who does, we encourage you to seek help with the confidential organizations available to offer you the right support to help you combat the problem.
If you feel that your gambling has become a problem for you or for a member of your family then contact Gamcare.
They provide support, information and advice to anyone suffering through a gambling problem.
They provide online support and telephone support. They also have a forum and chat room where you can discuss gambling related issues, ask questions and offer advice.
The purpose of the site is ultimately to provide the UK with a huge counselling support network, enabling those in distress to find a counsellor close to them and appropriate for their needs. This is a free, confidential service that will hopefully encourage those in distress to seek help. The website also contains a number of sections on emotional disorders (types of distress section) and provides some useful statistics. Every counsellor on the site who has submitted their profile has either sent a copy of their qualifications and insurance cover to us, or is registered with a professional body online with recognised codes of ethics and practice, this way we can be assured of their professionalism.
Contact Counselling Directory
All our Customer Service staff receives awareness training on problem gambling issues.
Whilst the majority of people do gamble within their means, for some gambling can become a problem. It may help you to keep control to remember the following:
If you are concerned that gambling may have taken over your, or someone else’s life, then the following questions may help you find out:
The more you answer ‘yes’ to these questions, the more likely you are to have a serious gambling problem.
It is against the law for those under 18 to gamble and Low 6 takes its responsibilities in this regard very seriously, having various systems in place to aid in the prevention of under-age gambling. Symbols throughout our site indicate that gambling on our website is only permitted by those aged 18 or over and we reserve the right to ask for proof of age from any customer. Customer’s accounts may be suspended until satisfactory proof of age if required is provided.
If you wish to monitor or restrict the use of your computer’s access to the internet, you can use one of the following third-party applications:
Cybersitter filtering software allowing parents to add their own sites to block: www.cybersitter.com
Net Nanny filtering software protects children from inappropriate web content: www.netnanny.com
Deposit limits help you to stay in control of the amount you can deposit into your account. You can set an amount and also a time period for your limit.
Go to the wallet screen on your app and select ‘Deposit Limits’ to set your limits.
ID3 Global and Risk Guardian Software are integrated into the Low 6 platform. This controls any attempt of using Low 6 from un-authorised jurisdictions and identify all users age using age verification searches and checks.
If you wish to give yourself a break from gambling, a Time-out will freeze your account and it will not be able to be accessed until the time-out has finished.
If a customer wishes to give themselves a rest or time-out from using their account then they have the option to select a time-out for 1 day, 1 week, 1 month or any period of time up-to six weeks.
For those customers who wish to restrict their gambling, we provide a self-exclusion facility enabling customers to close their account or accounts for a period from 6 months up to 5 years. Any exclusion may, on request can be extended for one or more further periods of at least 6 months by contacting customer services.
You can self-exclude from betting activity on your account, using the self-exclusion section under the “My Account” part of the website or by contacting Customer Services on 01212951235.
The Self-Exclusion option can be instigated by sending an email to Low 6 at [email protected] with details of all the accounts you have opened with us. During any periods of self-exclusion it will not be possible for the account(s) to be re-opened for any reason, whilst Low 6 will also do all it can to prevent any new accounts being opened by the customer. Please bear in mind that an account that is simply “Closed” rather than “Excluded” can be re-opened by the customer at any time. If you wish to have your account re-opened, after the self-exclusion period has expired, you will need to email Low 6 with details of the account(s) you require re-opening. Your account will then become active after 24 hours.
Low 6 is part of a multi-operator self-exclusion scheme called GAMSTOP. To self-exclude from other operators as well as Low 6, we recommend that you email them on [email protected]
Their website address is www.gamstop.co.uk
The police will be contacted in the event of actual or potential underage gambling and no winnings will be paid on transactions, however we will return stakes to anyone who verifies that they are under 18.
Customers can easily access a full history of transactions, withdrawals and deposits on-line. A customer’s balance is always available through the ‘My Account’ page and can also be seen from the www.low6.co.uk home page.
Any person wishing to make a complaint or who has a dispute should email [email protected] (or call our Customer Service team using one of the telephone numbers provided on the Site) stating the details of your complaint. Complaints will not be heard by us unless they are raised with us within 12 weeks of the date of the event or events to which the bet relates We will acknowledge your complaint/dispute promptly by the same medium of communication through which you brought the matter to our attention. If having dealt with our Customer Service team you are not satisfied, you can ask for the matter to be escalated to our Management team. They will re-examine your query and seek to resolve it as soon as is reasonably possible. In all cases we will endeavour to resolve the matter within 7 days from the point at which we have been supplied by you with all relevant information. It is a condition of the customers agreement with us that any disputes and complaints are and remain confidential both whilst we seek a resolution and afterwards. The customer must agree that they shall not disclose the existence, nature or any detail of any complaints and disputes to any third party (which shall include the discussion of any such complaints and disputes in any chat room, forum, blog or social networking site offered by any third party). If they do so, that shall be considered a breach of the Terms and Conditions.
We take complaints seriously. If you have a problem regarding any aspect of our service, we always try in the first instance. You can contact our customer services team on 01212951235 or by email to [email protected]
Or you can write to:
Low 6 Limited
2 Shottery Brook Office Park
Timothy’s Bridge Road
If a complaint is not resolved to your satisfaction you may, in the case of a betting related problem, refer the matter to our Alternative Dispute Resolution (ADR) Provider, which is the Independent Betting Adjudication Service (IBAS). The resulting decision shall be final, binding and you therefore will not have further recourse to the courts.
You can contact our ADR either by post, phone or email:
Independent Betting Adjudication Service
PO Box 62639
London EC3P 3AS
Tel: 020 7347 5883
Fax: 020 7347 5882
Email: [email protected]
An annual contribution will be made to Gambleaware. This will be 0.1% of GGY.
All offers rules are available as terms and conditions and displayed with the offer. General bonus and reward rules are in are general terms and conditions.
All marketing has to adhere to stringent guidelines to ensure that it does not appeal to the under 18 age group. As well as the rules issued by the Gambling Commission, another body called the Advertising Standards Agency (ASA) issues rules around the advertising of gambling too.
Our marketing is made to be honest and in a way not to mislead the customer in any way. Under no circumstances will it be implied or suggested that gambling is a means of getting out of financial difficulty.
Our marketing department follows the ASA code of practice, the advertising codes of practice issued by the Committee of Advertising Practice (CAP) in particular section 16 of the CAP code and the industries own advertising code; The Industry Group for responsible gambling (IGRG) Gambling industry code for socially responsible advertising.
We do not place digital adverts on websites which provide unauthorised access to copyrighted content and take reasonable steps to ensure that any third-party business we use does not provide unauthorised access. If we found that this has happened then we would terminate our contract with the third party