We want our customers to enjoy the thrill and fun of betting. We do not want anyone to suffer any hardship or cause their families or friends to suffer as a result of their betting becoming out of control. JUNGLE will help anyone who believes they are developing a gambling problem. We ensure that children and other vulnerable persons will be protected from being harmed or exploited by gambling. We will suspend accounts of, or recommend the use of the limitation functions we provide to customers we believe to be showing signs of problem gambling. We have a readily available Responsible Gaming page to provide information for customers on how to gamble responsibly and how to access information about, and help for, problem gambling.
We provide the following measures to help our customers to monitor or control their gambling.
Sports Betting history
Bet amount (spend) limit
We ensure that customers are given the above opportunity in Settings when they create an account. We make it clear to all customers that we are able to, and in appropriate circumstances will, restrict the duration of a gambling session or the amount of money a customer can spend. We make available to all customers information about organisations that can help problem gamblers by way of provision of further help or advice.
It is our responsibility if we feel someone is not capable of making an informed decision about gambling because of mental health problems, learning disabilities or substance misuse relating to alcohol or drugs and so on. We must make an annual financial contribution to one or more organisation(s) that are approved by the Gambling Commission, and which between them deliver or support research into the prevention and treatment of gambling-related harms, harm prevention approaches and treatment for those harmed by gambling.
2. Preventing Underage Betting
Betting whilst under the age of 18 is a criminal offence. We understand that all gambling operators have a duty to protect children and other vulnerable persons from being harmed or exploited by gambling. We do not allow any person under the age of 18 to open an account with us or to play with us. You must (a) be at least 18 years of age or over to visit our app, and (b) not be considered a minor in the jurisdiction in which you reside. We take this issue very seriously. Appropriate age verification checks are carried out on all customers.
We use third party ID Verification services to provide age, identity and anti-money laundering verification measures. Such measures are:
implemented and updated on a regular basis,
monitored to ensure their continuing effectiveness and
regularly reviewed in order that all reasonable improvements might be made as technology advances and information improves.
We prevent someone underage from seeking to use facilities for gambling provided in reliance on our operating licence. As the first step of sign-up, we require our potential customers to register their birthday. If he/she is underage at that time, we do not allow customers to proceed with the further steps of sign-up. In addition, we ensure that we do not permit the customer to deposit or bet any monies from their account until age verification has been satisfactorily completed.
We display “Over 18s only” mark in our product so that we warn it is illegal for anyone under the age of 18 to open an account or to gamble using our product and services. We require all customers to affirm that they are of legal age to participate in gambling.
3. Parental Controls
We recommend that parents and guardians who use a family shared device install filtering software in order to restrict internet access to gambling websites by children and minors.
Examples of such filtering software include www.netnanny.com.
Other software allows individual devices from accessing gambling websites, for example www.gamblock.com.
We recommend that you ensure that your credentials are kept private.
If anyone under the age of 18 is found to have gambled, we will freeze their account and return any money they have paid in respect of the use of our gambling facilities but will not pay any winnings to them.
All our advertising is carefully considered in light of the specific requirements of the Gambling Commissions’ Licence Conditions and Codes of Practice, and the Committee of
Advertising Practice and Broadcast Committee of Advertising Practice codes.
In addition, we adhere to an industry code of practice designed to promote socially responsible advertising and the ‘Gamble Aware’ information website.
The advertising agencies we use are fully briefed on our responsible gambling requirements.
We recommend that our customers impose a loss limit before they start gambling and then stick to it. They are made aware of deposit, spend and loss limitation functions in Settings when they create an account and can set the limits on the Limitations on a daily weekly or monthly basis.These amounts may be revised downwards at any time but any increase will only be implemented after a 24 hour cooling-off period following the request.
If a customer thinks he or she has a betting problem they should inform us, seek help and suspend their account until they resolve their problem.
Customers can set self-exclusion by clicking on Settings → Limitations→ Self exclusion for a specified time period.
Before they self-exclude, we make available sufficient information about what the consequences of self-exclusion are and signpost the customer to appropriate counselling and support services.
We ensure that all customer service staff are aware of the self-exclusion system we have in place and are able to direct customers wishing to self-exclude to an immediate point of contact with whom/which to complete the self-exclusion process.
The minimum self-exclusion period offered is of a duration of not less than 6 nor more than 12 months.
Self-exclusion means that the customer’s account will remain closed for at least the requested time.
They will not be allowed to place any bets in our app.
Once they have confirmed your self-exclusion JUNGLE will take all reasonable steps in relation to self-exclusion identified in the Gambling Commission’s regulation and, in particular:
close the their Account;
return the balance of your Account to them;
remove customer’s names and details from any marketing databases used by us to stop any marketing or promotional material being sent to them;This covers any marketing material relating to gambling. However, it would not extend to blanket marketing which is targeted at a particular geographical area and where the excluded individual would not knowingly be included.
retain their contact information and registration details in order to prevent them from accessing our Services;
provide them with information on counselling and other support services and
encourage them to consider extending their self-exclusion to other remote gambling operators used by them.
maintain a register of those excluded incorporating name, address and other details of the persons in question
retain records relating to a self-exclusion agreement for as long as is required by the Gambling Commission and
ensure that both induction and refresher staff-training is conducted to ensure that all relevant personnel are aware of the self-exclusion system in place and that the self-exclusion procedures are properly and effectively enforced
record the card numbers to be excluded
remove access from those persons found to have gambled or who have attempted to gamble on the facilities.
Should you decide to reinstate your account, you will have to contact JUNGLE via Contact us first and then you need to meet in person or talk on the phone with a member of our customer support team. No other form of communication will be accepted in connection with the reinstatement of an account.
6. Cooling off period
If a customer chooses not to renew the self-exclusion, and makes a positive request to begin gambling again during the 6 month period following the end of their initial self-exclusion, they are given one day to cool off before being allowed access to our gambling facilities.
When they take such positive action, they may contact our customer support team in person or over the phone.
We reserve the right to exclude a player for a longer period of time at our discretion if we feel they would benefit from this.
7. Keeping track of your transactions
Our customers can easily access a full history of their transactions, withdrawals and deposits through the Payment section. Information about their account balance is always available through Payment. They can view their transaction history online for both the current and the previous year. For information about other transactions, they can contact customer support.
8. Staff training and awareness
We must take all reasonable steps to ensure that staff involved in the provision of facilities for gambling are made aware of advice on socially responsible gambling and of where to get confidential advice should their gambling become hard to control.
All our management and customer support staff receive awareness training on problem gambling issues.
We make certain our employees are educated through a variety of programmes and techniques on responsible gambling policies and procedures to ensure a high level of knowledge commensurate with the high level of service we provide.
We continue to monitor best practices in the area of responsible gambling as it develops.
We review our policies and procedures on a regular basis in light of guidance from regulators, gambling charities and our own practical experience.
9. Staying in Control
For many people betting is exciting, fun and entertaining but for those who think they may be developing a problem with gambling we make some suggestions on how they can remain in control and ensure gambling is an enjoyable experience:
Gambling should be played in moderation and regarded as a form of leisure activity
Gambling is not a genuine way to make money
Avoid chasing losses
Only gamble when you can cover the losses, don’t spend more than you can afford
Keep track of the time and monitor the amount of money you spend
Don’t gamble if you are under the influence of alcohol or other substances
Whilst the majority of people do gamble within their means, for some betting can become a problem. Gambling is a form of entertainment. The majority of people gamble without experiencing any problems. However, we acknowledge that it is possible for a person to become obsessed with gambling.If someone is concerned that gambling has had a negative impact on their life or has concerns that someone else might have a problem with gambling then the following questions will help them to determine if there is a gambling problem present:
Did you ever lose time from work or school due to gambling?
Has gambling ever made your home life unhappy?
Did gambling affect your reputation?
Have you ever felt remorse after gambling?
Did you ever gamble to get money with which to pay debts or otherwise solve financial difficulties?
Did gambling cause a decrease in your ambition or efficiency?
After losing did you feel you must return as soon as possible and win back your losses?
After a win did you have a strong urge to return and win more?
Did you often gamble until your last dollar was gone?
Did you ever borrow to finance your gambling?
Have you ever sold anything to finance gambling?
Were you reluctant to use "gambling money" for normal expenditures?
Did gambling make you careless of the welfare of yourself or your family?
Did you ever gamble longer than you had planned?
Have you ever gambled to escape worry or trouble?
Have you ever committed, or considered committing, an illegal act to finance gambling?
Did gambling cause you to have difficulty in sleeping?
Do arguments, disappointments or frustrations create within you an urge to gamble?
Did you ever have an urge to celebrate any good fortune by a few hours of gambling?
Have you ever considered selfdestruction or suicide as a result of your gambling?
If the answer is ‘yes’ to a number of these, it may be time to seek advice to make sure that you can control your gambling with the correct help and advice.
If we feel someone has a gambling problem or does not seem to have the capacity for making an informed decision about gambling, we will initiate contact with them and ensure that the customer is provided with contact details of a gambling charity and with information on means of controlling their gambling behaviour.
We also ensure that our employees receive training to better enable them to identify customers whose behaviour or betting patterns may indicate problem gambling.
Our systems operate in such a way as to identify on a daily basis:
how much they usually spend,
how often they usually gamble and
any drastic changes to their gambling behaviour
No customer is permitted to open more than one account.
If customers meet one of the following conditions, we will contact them directly to identify if they have a gambling problem.
If he/she reaches twice the median value of the bet amount
If he/she reaches twice the median of time spent in our product
if he/she reaches twice the bet amount of his/her last month
if he/she reaches twice the time spent of his/her last month
For more details, please see the Procedures in place to prevent gambling problem diagram.
If we have concerns that our customer’s behaviour may indicate problem gambling, whether by means of adopting the above procedure or otherwise, we will contact the customer directly with a view to assessing his/her situation.
Depending on the situation arising from such customer interaction, we will consider whether to:
provide to him/her information about gambling care organisations or connect them directly to the appropriate organisation or
recommend the customer to use one or more of the limitation functions mentioned above or
suspend the customer’s account
Customers are not allowed to borrow money from us in any circumstance. So if we have such a request from our customers, we will explain our policy and decline the request. If we establish that a customer has borrowed money in order to top up his/her account, we will contact the customer directly and make appropriate enquiries. Depending on the outcome of those enquiries, which may indicate that the customer has a gambling problem, we will provide information about gambling care organisations and/or connect them to the appropriate organisation and/or recommend that they consider self-exclusion. We must understand the impact of the interaction on the customer, and the effectiveness of the Licensee’s actions and approach. And, we must take into account the Commission’s guidance on customer interaction.
10. Available help contacts
Help and advice is always available to tackle the important issue of a gambling problem, here are links to some useful websites that could help with serious gambling issues;
Gamcare helpline – 0808 8020 133
All of the above will be able to provide support and counselling for all cases of gambling problems, whether you or someone else is the person affected.
We encourage our customers to contact us immediately to discuss what we can do to help.
11. Contact us
If you have any more questions with regards to gambling responsibly please feel free to contact us via “Contact Us” in our app.