Complaints

Initial complaint

All of our telephone staff have received specialist training and are all capable of accessing your full betting history and hopeful answering your initial enquiry. We find that virtually all disputes are resolved at this stage.

Secondary complaint

If you are unable to reach a satisfactory solution to your complaint at the initial stage, you can ask for your query to be escalated to a senior supervisor. They will then look into your complaint and come back to you within 36 hours.

Independent betting adjudication service

If you are still unhappy with solution offered by us you can contact the Independent Betting Adjudication Service (IBAS). Once you submit your complaint to IBAS they will ask us to provide any relevant information. The dispute will then be put in front of an independent panel of experts who will make a ruling. Jennings Tele-Bet will always abide by a decision made by IBAS. IBAS rule on complaints about betting and gaming transactions but do not deal with service related problems. The details for IBAS are given below. Please note that IBAS need you to have already contacted the Customer Services Team before they will look at your complaint.

Address:
IBAS
PO Box 62639
London EC3P 3AS

Phone:
020 7347 5883

Email:
adjudication@ibas-uk.co.uk

Website:
Ibas-uk.com

Security & Privacy Policy

At Jennings Tele-Bet we take care to ensure that the information you provide to us is protected and managed in accordance with the requirements of the Gambling Commission. This policy describes how information is gathered and used by Jennings Tele-Bet in the operation of this website.

What information is collected?

The personal information you provide to us during the registration process and the subsequent records of your bets and account transactions are retained by us on our computer systems for the purposes of:
• Enabling us to set up and manage your account;
• Providing you with useful information, such as promotional offers and information relating to other services offered by Jennings Tele-Bet. This information helps us to improve the service we provide to you.

Security

We do everything in our power to protect user-information you provide on account registration. All of our users’ information, not just sensitive information, is stored on servers in secure operating environments.

Your information will not be provided or sold to any third parties. Jennings Tele-Bet will only disclose your personal information to other companies within the Jennings group, carefully selected suppliers that are engaged by Jennings Tele-Bet to process the information on our behalf or otherwise as required by law or the requirements of any applicable regulatory authority.

Also Jennings Tele-Bet may disclose your personal information to anybody investigating actual or suspected criminal activity (including the Financial Services Authority and the National Criminal Intelligence Service) or, in respect of any event which we are taking bets on, any demonstrable threat to the integrity of that event and/or rules of the relevant governing bodies (including the BHA in relation to UK horse racing, the ICC ACSU in relation to cricket and the UK football authorities in relation to UK football). In such event, Jennings Tele-Bet will only disclose personal information which it deems to be necessary and proportionate to any such investigation and where it has been assured by such third party that it will be used in compliance with data protection legislation.

Account Security

When opening an account, customers will be asked if they would like a password for account security purposes. If the customer declines to activate a password on the account, Jennings Tele-Bet cannot be held responsible for any bets placed on the account that the customer later queries as not being placed by them. These bets will remain the responsibility of the customer. For account security purposes customers are advised to activate a password.

If a password is activated, and used subsequently by a third party, the responsibility remains with the customer for all bets on the account. It is the customers responsibility to ensure password details are kept private. If you lose, forget, or are concerned a third party has your password, you should call us to change your password immediately. Any bets placed on your account using your password will be your responsibility.

Player Funds

The maximum withdrawal limit per customer per day is £25,000.

Withdrawals to debit/credit cards typically take 2-5 working days. For example, if you withdraw on Friday, the earliest you should expect to receive your winnings is Tuesday, and by next Friday at the latest. This is the standard processing time issued by banks, and is out of our control.

When a withdrawal is in excess of £2000 (or currency equivelent), we may ask you to provide us with identification in line with Gambling Commsion guidelines.

We are required by our licence to inform customers about what happens to funds which we hold on account for you, and the extent to which funds are protected in the event of insolvency

www.gamblingcommission.gov.uk/consumers/protection_of_customer_funds.aspx

We hold customer funds separate from company funds. These funds are not protected in the event of insolvency. This meets the Gambling Commission’s requirements for the segregation of customer funds at the level : basic segregation.

Active / Inactive Accounts

If your account remains unused for any consecutive 6 month period then your account will be deemed to be Inactive.

Inactive accounts will have an administration fee of £5 or 5% (whichever is higher) applied on a monthly basis. This fee will be drawn down from your balance and displayed as “inactive account fee”. The monthly charge will be applied on the 28th day of the first month your account becomes inactive and that date thereafter.

Before deducting this fee, we will notify you (using the information you have provided) offering assistance should you wish to reactivate your account or draw down any funds owing.

If and when your account balance becomes zero, no further fees will apply and your account will be closed.

No fees will be applied to any Tele-Bet Active account holders.

Under Age Gambling

It is against the law for persons under 18 to gamble. Jennings Tele-Bet reserves the right to carry out age verification checks on account holders who use payment mechanisms that are known to be legitimately available to under-18’s. Jennings Tele-Bet may also carry out age verification checks against a random selection of account holders regardless of the method of payment. Such checks will involve passing account holder information to third party agents. Anyone under the age of 18 found to be using our services will have their account closed instantly; winnings forfeited and will be reported to the police.

Cookies

Page visits on our website automatically collect information using cookies. A cookie is a small file placed by a website on your computer’s hard drive. We use cookies to keep track of web page traffic to help improve our website.

Social Media

We want social media to be a friendly and relaxed environment for all to enjoy. We use social media to talk to you, answer your questions, supply you with news and let you know about things you might be interested in, including market movers. Views and news published by Jennings Tele-Bet does not constitute betting advice and should not be treated as such.

To ensure our social media pages are enjoyable for all users please adhere to the following rules:

The following terms and conditions apply to content, promotions, apps and tabs on Jennings Tele-Bet social media accounts:

Social Media Terms & Conditions

  1. Our social media channels are restricted to individuals aged 18 and older.
  2. You may not advertise or promote non-Jennings Tele-Bet products via our social media channels without prior consent from Jennings Tele-Bet via telebet@joejennings.co.uk
  3. Any betting opinion or news expressed by Jennings Tele-Bet does not constitute betting advice and should not be treated as such.
  4. Jennings Tele-Bet cannot be held responsible for the content of others on our social media channels.
  5. No gambling of any kind may take place between Jennings Tele-Bet and its customers via Jennings Tele-Bet social media channels.
  6. Any racism, sexism, bullying or harassment of any kind will be removed and the original poster may be blocked temporarily or permanently.
  7. Any defamatory language will be removed and the original poster may be blocked temporarily or permanently.
  8. Jennings Tele-Bet retain the right to remove any content or block any user, temporarily or permanently.
  9. Content on our social media channels could change at any time and should not be solely relied upon.
  10. If you have any problems regarding our social media pages please email us: telebet@joejennings.co.uk
  11. Jennings Tele-Bet privacy policy applies.
  12. Jennings Tele-Bet betting rules apply.
  13. Jennings Tele-Bet decision is final.

 

TEXT BETTING

Text Betting Service – You can text your bets to us on the mobile number +447786202683. We will text you back to confirm receipt of the bet. In the event that the price for the requested selection has changed, the customer will receive a text back saying “NO BET” followed by the current market price. If you do not receive a text back confirmation, the responsibility is with the customer to call the office on 01932 888822 to check if we have received the bet and that it has been accepted as sent before the start of the event. In as much as we endeavor to let customers bet up until the market closes, we advise that our customers are prompt and try to get their text bets on at least a couple of minutes before the start of an event, helping to avoid disappointment. (In-Running betting limited to a natural break in play. Please see full Text Betting Rules below.)

 

FULL TEXT BETTING RULES

Text Betting Number – Clients may text bets to us on the telephone number +447786202683.

Confirmation Text & When is a Bet Considered Struck – The customer should be aware that telephone betting is a more efficient & safer way of taking bets than text betting. If the customer chooses to text their bets to Joe Jennings, then the customer understands that Joe Jennings may choose to refuse bets (or part of the bets) at their discretion and that customers may not always receive a text confirmation back before the start of the event. Joe Jennings rules consider the bet to be struck when we reply to your text with a ‘Bet Confirmed’ Text. If customers do not receive a ‘Bet Confirmed’ text before the start of an event, then the responsibility is with the customer to call the office on 01279 625900 before the start of the event to see if their bet has been received & accepted. In the event that the customer, fails to receive a ‘Bet Confirmed’ text, Joe Jennings will demonstrate to the customer that the ‘Bet Confirmed’ text was sent either before, or at the start of the event via the digital time-stamp of the Mobile NetWork Provider. We do not recommend betting by text when close to the event start time, instead customers should phone their bets in so they know that their bet is struck. Ideally, we advise customers not to text their bets to us within 2 mins of the advertised start time, instead we recommend that customers phone them through.

Payments & Available Funds – Bets placed by text must be Staked appropriately within the customers available funds or their pre-agreed Credit Limit. If funds are not available, the customer must call the office on 01279 625900 to make a payment before placing/sending their text bet. It is the customers responsibility to be aware of their available funds and can request a balance or a statement from our operators by phone, text or email at any time. For security purposes, Joe Jennings does not accept requests by customers to make deposits by text, customers must instead call the office.

Price Enquiry & Price Changes – Customers are encouraged to text us with price enquiries. We will text you back the current prices and then the customer can text in their Bet Requests. If a price has changed, or our price on a selection is different from the price that the customer has sent through in their text, we will inform the customer that it is ‘No Bet’ and inform the customer of the current market price if available. If the customer wishes to place the bet at the new price then they must text the bet request again making clear the bet instruction at the new price. To avoid disappointment Joe Jennings recommends that customers phone through their bets during periods when price changes may be frequent.

Late Bets – Bets received after the off of the event will be considered void and will not stand regardless of when the text was sent. The time on our phone system, supplied by our Mobile NetWork Provider will state the time that we received the text and if it is after the official start time of an event, the bet will be void. Joe Jennings advise all customers to place their bets over the phone when close to the start of an event by calling 01279 625900.

In Running – We do not except betting in running by text once an event has started unless the bet is placed on a event that has a clear break in the activity such as (half time in a football match, change of Innings in the Cricket, the end of a set in Tennis). All text bets placed during an interval in play, must be received by Joe Jennings before the re-start of play. If the bet is received after the game has restarted, Joe Jennings reserves the right to accept or decline the bet. If the customer is unsure as to whether their bet has been accepted, they should call the office before the re-start of play.

Changes to Privacy Policy

If we decide to change our privacy policy we will post those changes on this page. If you have any questions about the security of our website, or the information we hold on you, you can send an email to telebet@joejennings.co.uk