At BETVITA we commit to responsible gambling and take our customers and our social responsibility very seriously. The products we offer are designed for your entertainment and enjoyment and we are committed to providing a secure, fair, and socially responsible service. BETVITA wants you to enjoy its products safely and responsibly.

To assist you with a fair means of responsible gambling, we offer helpful tips and options to guide you to manage your gaming and enjoy our service as safely as possible.

We take Responsible Gaming seriously and so should you. If you feel that gambling is becoming a problem for you, help is available & our customer service staff are available to listen and to support you in keeping control. Please reach out to our helpline [email protected].

HELPFUL TIPS TO PLAY RESPONSIBLY

Remember Gambling is an enjoyable leisure activity & should be treated as such. Following these simple tips can help you make sure your gambling does not become a problem.

1. Gambling should be entertaining and not seen as a way of making money or an alternate source of income.
2. Bet sensibly, never chase losses and know when to stop.
3. Do not gamble on what you can’t afford to lose. To help with this we have limited our Max Stake to UGX 5,000,000 per bet.
4. Restrict the time you spend playing. Take regular breaks from gambling. Gambling continuously will cause you to lose track of time and perspective.
5. Create a balance between gambling and your other activities.
6. You should never gamble under the influence of alcohol or any substance/circumstance. Such conditions can impair your judgment.
7. Keep a track of your spending on gambling. You can track your activity in your bet history.
8. Do not hesitate to acknowledge your gambling problems, and seek help.

SELF-EXCLUSION

BETVITA offers a self-exclusion option for those who feel might have a serious gambling problem.

To self-exclude from accessing our products, please contact Customer Services via email: [email protected]. To process your request for self-exclusion you will need to withdraw all the funds from your wallet. As a policy, we cannot close any accounts before all funds have been withdrawn from the account or BETVITA wallet. No further deposit of funds into your account or BETVITA wallet will be accepted, after the application for self-exclusion has been made. A written application will have to be made to restore your account to start playing again.

Access to account and our games and services will be restricted throughout the self-exclusion period, or permanently if permanent self-exclusion was applied.

A confirmation email will be sent to you confirming the application, based on the queue of requests made to BETVITA. We may have many requests, especially during peak seasons, and there may be delays in processing your application for self-exclusion. In such scenarios we encourage you, to reach out to our helpline or meet a counsellor to assist in your gambling journey.

You will be advised to contact Customer Services of self-exclusion applied, should there be funds remaining in your self-excluded accounts that you would wish to withdraw. Once the self-exclusion application is made by you, you are advised not to place any bets as that would nullify the existing application. Bets placed before self-exclusion applied will continue to remain in place and any winnings will be credited into your account as soon as the event is settled.

In the event no refund request is received, we shall return all remaining funds via the original payment method applicable for our respective services. Once you have made an application to self-exclude or communicated with our customer service team via email, you will need to refrain from accessing your account under any circumstance. In circumstances where this is not possible, we will contact you to obtain alternative refund method details. Refunds to any alternative method shall be subject to verification.

After self-excluded, you will not be permitted to register for a new account. Request for a new account during the self-exclusion period in force will be declined. If a new account belonging to a self-excluded customer is detected, it will be suspended and closed immediately. Any transaction you make within the new account after the existing account is self-excluded would be voided and will be considered a Prohibited Act under our General Terms and Conditions the stake will be returned and you will be notified accordingly.

Self-Exclusion will remain in place for a period of a minimum of 1 year and a max of 7 years. If you take positive action to gamble again by requesting the exclusion to be removed and/or the account to be re-activated. The account can be re-instated by sending a request to Customer Services by email only after the minimum period has expired. BETVITA reserves the right to ask for KYC, before re-instating the self-excluded account. Requests other than by email will not be considered.

If the permanent exclusion is applied, your account will be permanently blocked and no re-activation is possible.

BETVITA reserves the right to exclude a customer for a longer period at our discretion. This may include instances where BETVITA is informed by legitimate sources (e.g., regulators or other authorities, authorized professional organizations, authorized medical professionals, etc.) that may warrant an extension of a customer’s self-exclusion period.

INFORMATION RECEIVED FROM THIRD PARTIES

BETVITA can act upon the information related to problem gambling only if they are received directly from the following legitimate third parties:

a) Recognized Government Bodies, Regulators, or other similar authorities;

b) Professional organizations that are authorized to help and provide support to problem gamblers; or

c) The customer’s authorized medical general practitioner.

Information from any other sources will be given due consideration, but will not be acted upon in isolation, and activities of such customers who has been reported as problem gambler by such third parties will be monitored to establish any signs of a gambling problem. Though we recognize & appreciate that information provided by such third parties may be with good intentions and for appropriate reasons, it may not always be the case. At any point, BETVITA will not discuss and/or disclose any details of a customer’s account with any such third parties related or otherwise.

PREVENTION OF UNDERAGE GAMBLING

Gambling for personnel below the age of 25 is ILLEGAL. BETVITA takes its responsibilities to prevent access by persons under the permitted age very seriously. Our Terms and Conditions clearly state so, and also in the account registration process that underage gambling is illegal. BETVITA reserves the right to carry out verification checks to ensure that all account holders are at least 25 years of age at the time of opening the account and may suspend an account until adequate verification is received.

Allowing or using minors to gamble is against the law and we ask our customers to refrain from doing so. It is the responsibility of our customers, to ensure that their account is not used for underage gambling. Below are some tips on how to prevent underage gambling:

a) Never leave your devices used for betting unattended whilst logged on to our website.

b) Always log out when you leave our website.

c) Do not share your Mobile Money account details.

d) Do not leave the "Save Password" option enabled.

e) Use child protection software.

f) Create separate computer profiles for your children.

g) If you know a registered user below the lawful age, please contact Customer Services via email at [email protected]

 PARENTAL CONTROLS

Below are examples of third-party applications that parents or guardians can use to monitor or restrict the use of their computer's access to the Internet:

a) Net Nanny protects children from inappropriate web content: www.netnanny.com

b) CYBER SITTER software allows parents to add their sites to block: www.cybersitter.com

COMPLAINTS

At BETVITA we aim to make our customer’s experience with us an enjoyable one. However, there may be times when a customer may feel dissatisfied with the quality of our product/s or our customer service. The customer may raise a complaint by sending an e-mail to our Customer Service at: [email protected]

The complaint should contain clear information regarding the customer’s identity and give all relevant details giving rise to the complaint.