Player Protection

Player Protection

i. PASSWORDS & SECURITY FEATURES

a. Password Changing and Retrieval

To reset your password simply go to Manage your Account > Reset Password.

To reset a lost or forgotten password during login, simply click on the forgotten password button in the login screen and follow the prompts. Remember to follow the good password security tips available in the account management tab.

We strongly encourage you to use best practices to prevent unauthorized access to your account. Here are some steps you can take to protect your password:

• Never share your password with anyone.
• Use a combination of letters, numbers & symbols (_@#$%^&+=,.!).
• Avoid obvious names, common words and birthdays.
• Longer passwords are stronger (up to 24 total characters).
• Try a mnemonic device for something only you’ll remember.
• Update your password on a regular basis and make it unique from other sites.

Take these additional steps to protect your account:

• When accessing MonmouthBets from a device you don’t own, make sure you sign out.
• Be wary of phishing scams. MonmouthBets will never ask for your password.
• Avoid bad links and questionable websites. To check where a link is taking you before you click it, rest your mouse cursor on the link and examine the URL.
• Avoid downloading files from unknown sources.

b. Two-Factor Authentication

For an extra layer of security on your account, activate two-factor authentication. Two-factor authentication reduces the chances of your account being compromised. In an addition to your username and password, you’ll be asked to enter a one-time code, which will be sent to your email address.

c. Session Timeout

If you are logged into your account for 15 minutes of inactivity, the system will automatically log you out for your protection. If you have any concerns or believe that your account has been compromised in any way, please contact us for assistance.

ii. FILING A COMPLAINT WITH MONMOUTHBETS

Our Support Team is available to address any concerns you may and can resolve most matters promptly. However, if you do wish to escalate any complaints, claims or disputes related to MonmouthBets, you may do so via:

a. Email – support@monmouthbets.com

b. Post: Monmouth Park Racetrack ATTN Monmouth Park – Compliance Department 175 Oceanport Ave Oceanport, New Jersey 07757

iii. FILING A COMPLAINT WITH NJ DGE

If you have filed a complaint directly with MonmouthBets in accordance with the above methods and your complaint remains unresolved after all reasonable means to resolve the complaint have been exhausted, you may file a complaint, along with a copy of the original complaint filed with MonmouthBets and all supporting responses, directly with the New Jersey Division of Gaming Enforcement using the Dispute Form available on their website – https://www.nj.gov/oag/ge/inquiriespatroncomplaints.html.

iv. TERMS AND CONDITIONS

The terms and conditions that govern your use of our services and operation of your account can be found in the footer of our website and app. The terms & conditions that apply to you participating in any promotion that may be offered to you from time to time are made up of the Master Offer Terms (also in the footer of our website and app) and the individual promotion terms will be made available at or near references to each promotion. From time to time we may make updates to our Terms & Conditions as required by regulation, updates to our service offering or other circumstances. If we do, we’ll be sure to notify you. If you require a copy of the original terms & conditions you consented to upon account opening, please contact support@monmouthbets.com for assistance.

v. PATRON WAGERING HISTORY

Patrons can view their wagering results history in the Account Management > Account Transactions tab. This includes bets placed, bets won, deposits and withdrawals. Patrons are also able to produce a report on their wagering for any nominated time period.

vi. UNDERAGE GAMBLING

Underage gambling is a criminal offense and anyone who facilitates someone under the age of 18 to gamble has committed a criminal offense.

vii. TERMINAL PROTECTION

You are responsible for configuring your device to auto-lock when not in use to prohibit unauthorized use.

viii. SHARING ACCOUNTS

You are prohibited from allowing any other person to access or your online account.

OUR COMMITMENT TO RESPONSIBLE GAMBLING

Gambling is a form of entertainment to a large majority of people; however individuals may become vulnerable to problem gambling. We therefore committed to provide a responsible gambling service, where patrons have access to online tools for managing their gambling behavior.

What is Responsible Gambling?

Responsible gambling for individuals means:

• They may gamble for pleasure and entertainment but are aware of their likelihood of losing and understand the associated risks,
• They exercise control over their gambling activity, and
• Responsible gambling occurs in balance with other activities in their lives and is not causing problems or harm for themselves or others.
• Responsible gambling for the broader community, including gambling providers, governments, and sporting associations, requires:
• Shared responsibility for generating awareness of the risks associated with gambling,
• Creating and promoting environments that prevent or minimize problem gambling; and
• Being responsive to community concerns around gambling.

What is Problem Gambling?

• Problem gambling occurs when a person spends more than they can afford, betting for a lot longer. After gambling the person feels anxious, guilty, or just uncomfortable with the situation.
• The negative consequences of problem gambling may include:
• The bettor suffering excessive financial losses relative to the gamblers means (including unpaid household bills, credit card debts or loans);
• Adverse personal effects on the bettor (such as anxiety, depression or stress) and/or their family;
• Adverse effects on employment and work performance (including missing work or having trouble concentrating at work).
• Losing the ability to maintain a healthy and balanced lifestyle due to spending an excessive amount of time gambling.
• Regretting the amount of time lost or wasted due to gambling; and
• Other costs which are borne by the community.

To assist with gambling responsibly you may consider:

• Implementing Pre-commitment Limits – you can set a weekly deposit, time, or loss limit for your account under Manage My Account > Time Limits. Alternatively, please e-mail us and we can set this up for you
• Temporarily suspending your account if you feel it is getting the better of you at a certain moment in time

Below as some tips for ensuring your gambling does not start affecting you negatively:

• Separate work and gambling – don’t gamble at work
• Take a note of the length of your gambling sessions
• Do not look at gambling as an alternative source of income
• If you’re behind, don’t chase, it will only get worse

Client Care Principles and Responsible Gambling

We aim to consistently promote responsible gambling practices. Gambling should be an enjoyable form of entertainment which does not create problems. The aim is to achieve a balanced approach in the provision of wagering services, taking account of the interests of our clients, the community at large, and our role as the wagering operator.

Responsible gambling involves informing clients on their rights and responsibilities as gamblers and ensuring that our company delivers gambling products and services in ways that benefit clients. We are committed to sharing responsibility, with communities and Government bodies, for helping problem gamblers to identify their problem and seek assistance.

Some of the ways that we do this are:

• Allowing our clients to set a pre-commitment limit.
• Allowing our clients to self-exclude (either temporarily or permanently) from betting with us.
• Providing Responsible Gambling information and messages to our clients.
• Engage our staff about Responsible Gambling training; and
• Referring our clients who are at risk of problem gambling to gambling-related support services.

We aim to achieve the following outcomes:

• Minimize the extent of gambling related harm to individuals and the broader community.
• Enable clients to make informed decisions about their gambling practices.
• Enable people adversely affected by gambling to have access to timely and appropriate assistance and information.
• Promote a shared understanding between individuals, communities, the gambling industry and Government of responsible gambling practices; and
• Ensure the gambling industry provides safe and supportive environments for the delivery of gambling products and services.

Gambling Self-Assessment

The following questionnaire may help you to identify tendencies in your behavior which are often linked to problem gambling:

• Have you ever ignored your job in order to gamble?
• Have you felt unhappy with your personal life due to gambling?
• Does your gambling affect your perception of others, or how others may perceive you?
• Has your gambling left you with a deep sense of regret?
• Have you ever tried to meet your financial obligations by gambling?
• Has gambling affected your motivation to succeed?
• Do you feel obliged to gamble in order to recoup lost money?
• Do you consider a win as motivation to spend more?
• Have you ever spent your last available dollar on gambling?
• Have you ever borrowed money in order to gamble?
• Have you ever sold assets in order to gamble?
• Have you felt reluctant to use money set aside for gambling on everyday purchases?
• Has gambling negatively impacted on the way that you treat yourself or others?
• Do you find yourself gambling beyond the time you had planned to stop?
• Have you ever gambled to avoid dealing with personal problems?
• Have you ever committed (or considered committing) a criminal offence in order to gamble?
• Does your gambling affect your sleep?
• Do the frustrations of your personal life encourage you to gamble?
• Have you celebrated good fortune by spending excessive time gambling?
• Have you considered harming yourself as a result of gambling?

Studies show that people who have answered Yes to seven or more of the above questions show tendencies representative of problem gambling. For further assistance, or if you wish to know more, please contact one of the organizations listed below.

Self-Exclusion

If you feel that you are losing control of your play and would like help in restricting your access to our betting platforms, we offer you the option to self-exclude from betting with us.

Self-exclusion can be temporary or permanent. If you would like to self-exclude, this option is available in the Account Management > Account Profile tab. Alternatively, please contact our Customer Support team by email at support@monmouthbets.com

Pre-Commitment

As part of our responsibility towards responsible gambling, upon sign up we have a pre-commitment limit mechanism which must be actioned, allowing you to set your daily, weekly, fortnightly and monthly maximum deposit amount.

Set Your Pre-Commitment Limit

To set your pre-commitment limit, simply complete the following steps:

• Log into your MonmouthBets account
• Click on the My Profile option which appears in the top right-hand side of the webpage
• The account setting page will appear, click on the Responsible Gambling option.
• Click on Deposit Limit and then select in the amount that you would like to set for your deposit limit.

Any decrease to your limit will apply immediately and there will be a waiting period of 7 days if you wish to raise the limit.

Change or Remove Your Pre-Commitment Limit

To change or remove your pre-commitment limit, simply complete the following steps:

• Log into your MonmouthBets account
• Click on the My Profile option which appears in the top right-hand side of the webpage
• The account setting page will appear, click on the Responsible Gambling option.
• To remove limit, click the Do Not Wish to Set a Deposit Limit box
• To change your deposit limit, select the amount that you would like to set for your deposit limit and select update.