Our normal hours are 9:00-21:30 except Sundays & Public Holiday’s 10:00-20:00
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.
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.
PO Box 62639
London EC3P 3AS
020 7347 5883
GDPR (General Data Protection Regulation)
Joe Jennings (Harlow) Tele-bet is licensed and regulated by the UK Gambling Commission under Licence Number: 000-034228-R-318295-005. Our Data Protection Registration Number is: ZA246533
OUR DATA PROTECTION POLICIES
Used lawfully, fairly and in a transparent way.
Collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes.
Relevant to the purposes we have told you about and limited only to those purposes.
Accurate and kept up to date.
Kept only as long as necessary for the purposes we have told you about.
Joe Jennings takes all aspects of Data Protection seriously and are thoroughly audited each year on how your information is held and any risks to the safety of your information
Depending on the type of account you hold with Joe Jennings, the level of information held by us will differ. In total, the following information may be held:
Name, Address, DOB, Email, Phone number, Bank Card Type, 16 digits of bank card, Expiry date of bank card (N.B your CV2 is not kept on file)
Further information is sometimes required to ensure we comply with Gambling Commission Regulations. This may include the following:
A soft copy of your bank card, a soft copy of proof of address (Bank Statement, Utility Bill, ETC) A soft copy of your Drivers Licence or Passport.
All of your information is kept on a secure system that is only obtainable by the relevant individuals with unique passwords. Your card details are also encrypted at system level.
COMMUNICATION OF OUR DATA PROTECTION POLICY
Our full Data Protection Policy is available for all to see via a link on our website. Should you have any queries or concerns about how your data is kept or the security of your information, you would need to inform the ICO.
The GDPR includes the following rights for individuals:
The right to be informed.
The right of access.
The right to rectification.
The right to erasure.
The right to restrict processing.
The right to data portability.
The right to object.
The right not to be subject to automated decision-making including profiling.
SUBJECT ACCESS REQUESTS
If you require access or knowledge of what information is held specifically for you, we will comply to your request within 30 days at no expense to you. We do, however, reserve the right to turn down requests that we feel may be excessive. If a request if refused we will inform you as to why and you will have the option to complain to the supervisory authority.
SHARING OF YOUR DATA
On occasion some of your data, namely email address or mobile phone number may be shared with companies that we have an affiliation with. Under no circumstances will any of your data be shared with any outside organisation. Should you require any clarification on companies that we would class to have an affiliation with please contact us directly.
Should any form of serious data breach occur we will inform you of the severity of the breach and any ways that it may affect you. A report will also be sent to the ICO outlining the causes of any breach and steps that will be taken to rectify the issues.
We are aware that from time to time, using either email or mobile phone numbers, you will receive some marketing offers from us. Should you wish to “opt out” of receiving any of our offers via any medium, please let us know and our marketing databases will be updated accordingly.
Information Security Policy
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.
It is the intention of Joe Jennings, to uphold our Information Security Management system requirements in line with our trading activities.
Joe Jennings and its management are committed to protecting the security of its information and information systems. We have identified our key objectives and are committed to achieve them. All objectives are measurable and monitored by top management on a regular basis. To achieve our objectives, we shall ensure that:
- the integrity of information is maintained, so that it is accurate, up to date and ‘fit for purpose’;
- information is always available to those who need it and there is no disruption to the business of the company;
- confidentiality is not breached, so that information is accessed only by those authorised to do so;
- the Company meets its legal requirements, including those applicable to personal data under the Data Protection Act and those applicable under the Gambling Commission’s Remote Gambling & Software technical Standards;
- all personnel are educated and continually trained on the importance and current procedures of maintaining information security; and;
- the reputation of the Company is safeguarded.
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.
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.
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
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.
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
- Our social media channels are restricted to individuals aged 18 and older.
- You may not advertise or promote non-Jennings Tele-Bet products via our social media channels without prior consent from Jennings Tele-Bet via email@example.com
- Any betting opinion or news expressed by Jennings Tele-Bet does not constitute betting advice and should not be treated as such.
- Jennings Tele-Bet cannot be held responsible for the content of others on our social media channels.
- No gambling of any kind may take place between Jennings Tele-Bet and its customers via Jennings Tele-Bet social media channels.
- Any racism, sexism, bullying or harassment of any kind will be removed and the original poster may be blocked temporarily or permanently.
- Any defamatory language will be removed and the original poster may be blocked temporarily or permanently.
- Jennings Tele-Bet retain the right to remove any content or block any user, temporarily or permanently.
- Content on our social media channels could change at any time and should not be solely relied upon.
- If you have any problems regarding our social media pages please email us: firstname.lastname@example.org
- Jennings Tele-Bet betting rules apply.
- Jennings Tele-Bet decision is final.
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 01279 625900 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.
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Want to take advantage of Joe Jennings Bookmakers’ innovative WhatsApp betting service or our traditional telephone betting facility? Looking to enjoy sports betting as a customer who’s cared for and looked after? Register for an account with Joe Jennings Bookmaker today and find out why our customers keep coming back!