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At STV Bingo we take our responsibility to problem gambling seriously. The majority of online gamblers do so for fun and know their limits and stick to them. There is a minority of online gamblers who lose control and we have a commitment to protect this vulnerable minority.

At STV Bingo we put the customer first and have created a socially responsible policy towards online gambling. We have a number of measures in place to ensure that for our customers gambling remains a fun, safe leisure pursuit. This includes self exclusion programmes, deposit limits and training our customer service staff to recognise the signs of problem gambling and addiction. Underage gambling is a Criminal Offence in the UK and is strictly prohibited at STV Bingo.

If you think you have a gambling problem, you should seek help immediately. Our customer support team can point you in the right direction or you can contact GamCare, the UK’s leading gambling charity, directly. They have an excellent website and discussion forum and can be contacted by phone on 0808 8020 133.

DEPOSIT LIMITS

If you wish to set your own deposit limits, in order to set the maximum you can deposit per day/ week/ month, you can do this at the point of registration or at any time by selecting the ‘Deposit Limits’ tab in the ‘My Account’ section. You can also contact us by email, at support@stvbingo.com, or via Live Chat and our Customer Support Team will be able to help you set your limits.

You can also make changes to your deposit limit within the ‘My Account’ section. If you wish to lower your deposit limit, this change will take effect immediately. Should you decide to increase your deposit limit, this change will only take place after a 24 hour cooling off period.
TAKE A BREAK

If you would like to take a temporary break from gambling you can choose to take a break of between 1 day and 6 weeks via the ‘Responsible Gambling’ tab of the ‘My Account’ section.

You will not be able to access the site again until your selected break has expired and you will not receive marketing material for the duration of your break. Your account will automatically re-open after your break has finished.

SELF EXCLUSION

STV Bingo provides the facility for you to Self-Exclude from your account for a minimum of six months up to a period of 5 years.

Once you have opted to self-exclude, opening a further account during the term of self-exclusion will void all transactions and forfeit any winnings.

Whilst your self exclusion is valid, under our Responsible Gaming policy you will not be permitted to open new accounts on any sites operating on the IP&S licence. For a full list of sites operating on the IP&S licence click here.

During the period of Self-Exclusion, STV Bingo will do all it can to prevent new accounts being opened on stvbingo.tv or any other sites operated by Intellectual Property and Software Ltd.

For the period of Self Exclusion we will not send you any marketing material.

If you wish to use this facility please contact support@stvbingo.com or use our live help facility to talk to a member of our highly trained Customer Support team, who will be able to assist you. Alternatively, you have the option to Self-Exclude in the My Account section under My Profile when logged into your account.

We encourage any customer wishing to Self-Exclude to also contact any other operators of gambling sites that they hold accounts with.

FILTERING PROGRAMS

STV Bingo is stringent in ensuring that we do not allow any underage gambling and part of this prevention is in assisting our members in preventing their children from entering gambling related sites. The below filtering programs will assist parents in blocking content or websites that they do not wish their children to view, these filters could also be used as a self exclusion tool for any adult considering themselves a problem gambler:

Internet Content Rating Association

www.icra.org

Net Nanny

www.netnanny.com

CYBERsitter

www.cybersitter.com

COMPLAINTS

If you wish to make a complaint about any aspect of our service we urge customers to contact our Customer Support team via live chat in the first instance.

If the complaint can not be resolved in the first instance you need to contact us by email or in writing within 14 days of the incident and the complaint will receive a reply by email from a member of the Customer Support team within 24 hours.

If you are still unsatisfied with our response the complaint will be transferred to a Manager who will respond within 1 business day.

If you are still unhappy with our final resolution we have appointed eCOGRA as our Alternative Dispute Resolution (ADR) provider. Users have free right of access to the ADR service. eCOGRA may be contacted in this respect at http://www.ecogra.org/ata/policies_procedures.php

A secondary option for raising a dispute is available via the Online Dispute Resolution (ODR) platform. Access to the platform is obtained at http://ec.europa.eu/odr

HOW TO SPOT THE SIGNS OF ADDICTION

Some of the warning signs that a person may be addicted include:

  • Losing time from work or family due to gambling.
  • Repeated failed attempts to stop or control gambling.
  • Borrowing money to gamble or pay gambling debts.
  • Gambling to escape worry or trouble.
  • Neglecting the care of one's self or family in order to gamble.
  • Lying about the amount of time and money spent on gambling.
  • Gambling more money in an attempt to win back losses.
  • Selling or pawning personal possessions to get money to gamble.
  • Feelings of hopelessness, depression, or suicide as a result of gambling.


If you feel you have a gambling problem then we strongly advise you to tackle it as soon as possible. Admitting you have a problem is not a sign of weakness - it is the first step to reclaiming your life.

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