Responsible Gaming

Gambling should always be a form of entertainment, not a way to make money or solve financial difficulties. This Responsible Gaming page explains how customers of Betano on betenos.com can enjoy products in a conscious, controlled way, understand the risks of gambling, and access support whenever needed. The site is operated in Great Britain and Northern Ireland by BV Gaming Limited under licence number 39576 issued by the Gambling Commission of Great Britain, and this policy reflects UK regulatory requirements and industry best practice as of 2025. Betano is committed to identifying risky behaviour early, offering practical tools to stay in control, and providing clear information and personal support if gambling stops being fun.

Risk Awareness

Most customers use gambling products for occasional entertainment. However, a minority can experience loss of control, financial harm, and other serious consequences. Understanding early warning signs helps you decide when to slow down, take a break, or seek support.

Common Warning Signs

• Increasing time and money spent: You gamble more frequently, for longer sessions, or with higher stakes than you originally planned, and find it hard to stop.
• Thinking about gambling all the time: You frequently think about bets, past results, or future betting opportunities when you should be focusing on work, studies, or family.
• Chasing losses: After losing, you immediately place new bets to try to win back the money, often increasing stakes or taking risks you would normally reject.
• Hiding behaviour: You conceal gambling activity, delete messages, switch screens, or lie about how much time or money you spend.
• Using gambling to escape: You gamble primarily to cope with stress, loneliness, anxiety, depression, or other personal difficulties.
• Borrowing or using essential funds: You use money needed for rent, bills, food, or family expenses, or borrow from friends, relatives, or lenders to continue gambling.
• Emotional impact: You feel guilt, shame, anxiety, or irritability related to your gambling, especially when you try to cut down or stop.

Self-Assessment Check

Consider these statements honestly. If you answer "yes" to several, your gambling may be risky, and we strongly encourage you to seek support and use the tools described on this page.

• In the last 12 months, I have spent more time or money on gambling than I originally intended.
• I have tried to win back money I lost by continuing to gamble ("chasing losses").
• I have lied to family, friends, or colleagues about how much I gamble or how much I have lost.
• I have used money for gambling that should have been used for bills, rent, food, or other essentials.
• I have felt anxious, depressed, or unable to sleep because of my gambling.
• I have tried to cut down or stop gambling but found it difficult or impossible.
• My relationships, work, studies, or health have been negatively affected by my gambling.

If any of these statements apply to you, please consider setting stricter limits, taking a Time-Out or self-exclusion, and contacting one of the professional support organisations listed below.

Limits & Tools

Betano on betenos.com provides a range of safer gambling tools that allow you to control how much time and money you spend. These tools are provided in line with the requirements of the Gambling Commission of Great Britain and are designed to help you make informed choices before you play.

Deposit Limits (Daily, Weekly, Monthly)

1. Accessing the limits area: Log in to your account, open the "My Account" or "Profile" section, and select "Safer Gambling" or "Responsible Gambling". Then choose "Deposit Limits".
2. Choosing your period: Select the type of limit you want to set (for example, daily, weekly, or monthly deposit limit in GBP).
3. Entering your amounts: Enter the maximum total amount you are prepared to deposit during the chosen period (for example, "£20 per day", "£100 per week", or "£300 per month") and confirm.
4. Effect of your limit: Once saved, the system will not allow you to deposit more than your chosen limit during that period, regardless of payment method.
5. Changing limits: You can reduce your limits at any time, and the new, lower limit normally takes effect immediately. Increases are subject to a mandatory cooling-off period (for example, 24 hours or more), and you will be asked to confirm that you have reconsidered your decision before any higher limit applies.

When deciding on your limits, consider your income, regular expenses, and any outstanding debts. Never set limits based on money you hope to win.

Time Spent Limits and Reality Checks

• Session timers: In the same "Safer Gambling" section of your account, you may set reminders or maximum session durations (for example, a reminder every 30 or 60 minutes). When the reminder appears, it will show how long you have been playing and your net position, giving you the opportunity to log out or take a break.
• Time limits: Where available, you can set a maximum continuous playing time for certain products. Once this time is reached, you will be logged out of that session and may need to wait before you can resume.

Time-Out (Short-Term Breaks)

Time-Out allows you to pause your access to the account and products for a defined, shorter period - typically from 24 hours up to several weeks - without closing your account permanently.

1. Log in, go to "My Account" > "Safer Gambling" > "Time-Out" (or similarly named section).
2. Choose the length of your Time-Out, for example:
   • 24 hours
   • 48 hours
   • 72 hours
   • 7 days or longer short periods (up to around 6 weeks, where available)
3. Read the information about what Time-Out means (you will not be able to place bets or use casino games during the selected period).
4. Confirm your choice. Once activated, your Time-Out cannot be cancelled until the selected period ends.

During a Time-Out, you may still be able to log in only to check your account balance or withdraw funds, depending on product and regulatory requirements, but you will not be able to gamble.

Self-Exclusion

Self-exclusion is a more serious and long-term step for customers who feel at risk of, or already experiencing, problem gambling. It is designed to help you block access to gambling opportunities and to give you time to seek support. Under UK Gambling Commission rules, minimum self-exclusion periods are strictly enforced and cannot be shortened.

How to Self-Exclude from Betano on betenos.com

1. Navigate to self-exclusion: Log in and open "My Account". Select "Safer Gambling" or "Responsible Gambling", then click on "Self-Exclusion".
2. Select the duration: Choose the period for which you wish to exclude yourself, for example:
   • 6 months (minimum period commonly required under UK rules)
   • 1 year
   • 2 years
   • 5 years
   • Lifetime (indefinite exclusion)
3. Read and confirm: Carefully read the explanation of what self-exclusion means, including restrictions and your responsibilities (such as not attempting to create new accounts). Confirm your decision by following the on-screen steps (for example, ticking confirmation boxes and clicking "Confirm Self-Exclusion").
4. Confirmation message: You will receive an on-screen confirmation and, usually, an email confirming the date and duration of your self-exclusion.
5. Support contact: If you are unable to access your account or need assistance, you can request self-exclusion via customer support using live chat or email at support@betenos.com, who may ask security questions to verify your identity.

Consequences of Self-Exclusion

• Account access: During self-exclusion, you will not be allowed to log in to place bets or use casino games on Betano via betenos.com. Attempts to create new accounts or re-register may lead to additional blocking measures.
• Marketing communications: Reasonable steps will be taken to stop marketing communications relating to gambling products during your self-exclusion period.
• Withdrawals: You retain the right to withdraw any remaining balances, subject to standard verification checks. If you cannot log in to request a withdrawal, contact customer support who will assist you in accordance with regulatory obligations.
• Duration and re-opening: Self-exclusion cannot be cancelled before the selected minimum period has expired. Once it ends, any request to reopen your account is subject to cooling-off periods and further safer gambling checks, and may be refused if risk remains high.

Multi-Operator Self-Exclusion (GAMSTOP)

Self-exclusion with Betano only applies to this brand operated under BV Gaming Limited. To block access to most licensed online gambling operators offering services in Great Britain, you should also register with GAMSTOP, the national multi-operator self-exclusion scheme for the UK.

• Visit gamstop.co.uk and follow the instructions to register.
• Choose your exclusion period (for example, 6 months, 1 year, or 5 years).
• Use accurate and up-to-date personal details so participating operators can recognise and block your accounts.

GAMSTOP is free to use and is independent from Betano and betenos.com.

Support Resources

If you are worried about your gambling or about someone close to you, specialist independent organisations can provide confidential advice, counselling, and community support. The following services are particularly relevant to customers in Great Britain and Northern Ireland in 2025.

Local Support - United Kingdom

• National Gambling Helpline (GamCare): Call 0808 8020 133 free from the UK, 24 hours a day, 7 days a week. Trained advisers offer confidential support, information, and referral to local treatment services. Language: English.
• GamCare Online Services: At gamcare.org.uk you can access live chat, email support, self-assessment tools, and an active online forum and chatrooms for people affected by gambling.
• GambleAware and NHS Services: gambleaware.org provides information and links to free treatment, including the NHS National Problem Gambling Clinic and other regional services in England, Scotland, Wales, and Northern Ireland.

International Support Organisations

National Self-Exclusion Schemes

• United Kingdom - GAMSTOP: Free online multi-operator self-exclusion scheme for Great Britain and Northern Ireland. Register at gamstop.co.uk to prevent online gambling with participating UK-licensed operators.
• Spain - RGIAJ: For residents of Spain, the Registro General de Interdicciones de Acceso al Juego (RGIAJ) allows individuals to register a prohibition on accessing licensed gambling platforms in Spain. Information is available from the Spanish gambling regulator's website.

Blocking Software and Device-Level Tools

• Gamban: A paid software solution that can block access to most gambling websites and apps on your devices. Suitable for people who want an additional layer of protection alongside self-exclusion.
• BetBlocker: A free tool that allows you to block access to thousands of gambling sites and set long-term restrictions on Windows, Mac, Android, and other platforms.
• Device-level controls: You can also use parental control settings, app store restrictions, and network-level filters (for example, via your internet service provider) to limit access to gambling content.

Please note that no blocking tool is completely foolproof. Combining self-exclusion, blocking software, and professional support offers stronger protection, especially if you feel at high risk.

Family and Friends Support

• GamCare Forum and Group Chat: Provides dedicated areas for family members and friends affected by someone's gambling to share experiences and coping strategies.
• Gambling Therapy - Family & Friends: Offers online support groups, forums, and one-to-one live chat for those affected by another person's gambling.
• Gamblers Anonymous / GamAnon: While Gamblers Anonymous focuses on people with a gambling problem, its sister fellowship, often called GamAnon or "Gamblers Anonymous family groups", supports relatives and close contacts.

All of these services are independent of Betano and betenos.com. They respect confidentiality and are staffed by trained professionals or experienced peers. You are encouraged to contact them early rather than waiting for problems to worsen.

Help for Family

Gambling problems affect not only the person who gambles, but also their family, friends, and colleagues. If you are worried about someone who uses Betano on betenos.com or any other gambling site, the following guidance may help you approach the situation safely and constructively.

How to Start the Conversation

• Choose the right time and place: Talk in a calm, private setting where you both have time and are not distracted or under the influence of alcohol or other substances.
• Focus on behaviour, not character: Use "I" statements, such as "I'm worried because I've noticed you seem stressed after gambling," rather than blaming or criticising.
• Listen carefully: Allow the person to explain how they feel. Acknowledging shame, fear, or anger can make it easier for them to accept help.
• Avoid ultimatums where possible: Unless safety is at risk, try to avoid threats or ultimatums in the first conversation. Emphasise that you care about their well-being and want to support change.

Encouraging Professional Help

• Suggest a self-assessment: Encourage them to complete a gambling self-assessment test on services such as GamCare or Gambling Therapy and to share the results if they feel comfortable.
• Propose safer gambling tools: Offer to sit with them while they set deposit limits, Time-Outs, or self-exclusion on their accounts, including registration with GAMSTOP if they are in the UK.
• Recommend helplines and counselling: Suggest contacting the National Gambling Helpline (0808 8020 133), NHS services, or other organisations listed in the Support Resources section for confidential advice.
• Consider specialist therapy: For persistent problems or associated issues (such as anxiety, depression, or substance misuse), a qualified psychotherapist, counsellor, or psychiatrist can provide structured treatment.

Support for You as a Family Member

• Use dedicated support groups: Online forums and group chats from GamCare, Gambling Therapy, and GamAnon give you a safe space to share experiences and learn from others facing similar situations.
• Protect your finances: Consider separating bank accounts, setting spending controls, and seeking independent financial advice if necessary. Do not take on loans or debts in your name to cover gambling losses.
• Look after your own well-being: Caring for someone with an addiction can be exhausting. Seek your own counselling or support and maintain healthy boundaries.

Operator's Commitment

Betano, operated on betenos.com by BV Gaming Limited, is committed to providing a safe environment that complies with the Licence Conditions and Codes of Practice (LCCP) of the Gambling Commission of Great Britain. This includes robust risk-management processes, ongoing monitoring of customer behaviour, and appropriate interventions when harm is suspected.

Monitoring and Risk Checks

• Behavioural analysis: Systems monitor a range of indicators, such as frequency and duration of sessions, stake sizes, deposit patterns, failed deposits, chasing losses, use of multiple payment methods, and changes in behaviour over time.
• Affordability and financial risk: In line with UK regulatory expectations, BV Gaming Limited may carry out affordability assessments, request additional information or documentation, and set limits where there is a risk that gambling is unaffordable or harmful.
• Automated and manual reviews: Automated tools flag potential risk patterns, which may then be reviewed by trained safer-gambling teams for further assessment.
• Funds protection and security: Player funds are held in segregated accounts providing a "medium" level of protection under UKGC classifications, and information security is supported by controls aligned with ISO 27001 and TLS 1.3 encryption, as independently reviewed up to 2025.

When and How We May Contact You

• Safer-gambling messages: If your gambling patterns show signs of potential harm, you may receive in-product pop-ups, emails, SMS messages, or account notifications encouraging you to reflect on your activity and consider using limits or taking a break.
• Direct interaction: In higher-risk cases, trained staff may contact you directly via live chat, email (for example, from support@betenos.com), or, where a callback has been requested, by phone. They may discuss your gambling, offer support, and recommend or apply specific safer-gambling measures.
• Protective actions: Where necessary to meet regulatory obligations, the operator may:
  • Set or reduce deposit and loss limits;
  • Restrict access to certain products;
  • Apply Time-Outs or self-exclusion;
  • Refuse to remove existing limits or reopen accounts if there is a significant risk of harm.
• Confidentiality and data use: Any personal data used for safer-gambling purposes is processed in accordance with the Privacy Policy and applicable data protection laws, and is used to fulfil legal and regulatory duties to protect customers.

Scope of This Information

This Responsible Gaming page is for information only and does not replace the binding Terms & Conditions, Privacy Policy, or other contractual documents available on beteno-related sites (including the regional site at betano.co.uk). In the event of any inconsistency, the formal terms published by BV Gaming Limited and the requirements of the Gambling Commission of Great Britain prevail.

Updates

Responsible gambling regulations and best practices continue to evolve in the United Kingdom. Betano, via BV Gaming Limited, may update this page to reflect changes in law, regulatory guidance, technical capabilities, or internal policies.

• How you will be informed: Significant changes to responsible gambling tools or policies may be communicated via:
  • On-site messages or banners when you log in;
  • Emails to your registered email address;
  • Notices in the "Safer Gambling" or "Help" sections of the site.
• Your responsibility: You should check this page and the Terms & Conditions periodically to remain informed about the current measures and your options.

Last updated: 6 November 2025. Information about licensing and security is based on internal reviews and regulatory data available up to 2025 and is expected, but not guaranteed, to remain accurate into 2026. For the latest licence status of BV Gaming Limited (licence number 39576), please refer to the public register on the Gambling Commission of Great Britain's website.

Contact & Feedback

If you have questions about responsible gambling, need help using any of the tools described on this page, or wish to provide feedback about how Betano on betenos.com manages safer gambling, you can contact the dedicated support channels below.

Responsible Gambling Contact Details

• Email (Responsible Gambling & General Support): support@betenos.com
  Please include "Responsible Gambling" in the subject line if your enquiry relates to limits, self-exclusion, or gambling concerns.
• Live Chat: Accessible via the website or app 24/7 (where available). You can ask to speak to an agent about safer gambling or responsible gaming tools at any time.
• Phone / Callback: While a direct public phone number is not provided, you can request a callback through customer support (via live chat or the contact section of your account). A member of the support team may then contact you by phone to discuss your situation if appropriate.

Online Feedback and Support Request Form

You may use the contact or support form available in your account to submit responsible gambling queries or requests. When doing so, please select the most relevant category (for example, "Safer Gambling", "Account Limits", or "Self-Exclusion") and provide accurate information so we can assist you effectively. An example of the information you may be asked to provide is shown below:

Full name:


Registered email address:


Subject (e.g., "Set deposit limit", "Self-exclusion request"):


Your message / details of your request:


I understand that the information I provide will be used to review my gambling activity and apply appropriate safer gambling measures in line with regulatory requirements.

Customer support aims to respond to email enquiries within approximately 2 - 4 hours and to live chat requests within minutes, based on service levels last reviewed in early 2025. Response times may vary during peak periods or where complex regulatory or verification checks are required.