Terms, Conditions & Policies

 

Casino Rules

  1. Preliminary
    1. These are the rules of Aspers (Stratford City) Casino (“casino”).
    2. Aspers (Stratford City) Casino is owned and operated by Aspers (Stratford City) Limited (referred to as “Aspers”, “we”, “us” or “our”), a company registered in England and Wales with company number 07246090. Our registered office is at 1 Hans Street, London, SW1X 0JD.
  2. The Objects of the Casino are:-
    To provide patrons with opportunities for lawful gaming and other social and recreational facilities including the provision of food and refreshments.
  3. Constitution
    1. The casino is owned by Aspers. All powers of Aspers in these rules may be exercised by the Directors of Aspers (Stratford City) Limited and by Aspers’ management team (“Management”) of the casino.
    2. Aspers will provide the casino with the premises and all reasonable necessities for carrying on the business of the casino in accordance with its objects and these rules.
    3. The Aspers shall be the sole authority for interpreting the rules of the casino premises and settling any disputes relating to the affairs of the casino. The conduct of patrons and any questions arising as to the rights or powers or duties of Aspers in relation to the casino shall be solely determined by Aspers.
  4. Officers and Management
    1. Any one or more members of Management may review Aspers World membership applications and suspensions.
    2. Aspers or Management may from time to time repeal or amend these rules as they see fit for the wellbeing of the casino and its patrons. Any rules or regulations so decided shall be binding on the patrons.
    3. Self-exclusion (SENSE and Casino Led Exclusion) may only be reviewed after 6 months has elapsed and by the General Manager, Deputy General Manager or CSM Gaming.
  5. General Rules
    1. The casino will open during the hours permitted for the time being by the Gambling Act or any amending or substitute legislation. Intoxicating liquor may only be supplied in the casino during the hours permitted by the premises licence and whilst the casino is open and prepared to receive patrons.
    2. Patrons must be at least 18 years of age or over to enter the premises and ID Scan is in operation.
    3. Any patron who appears to look under 25 will need to prove they are 18 or over by providing photographic identification.
    4. Aspers reserves the right to shut off any portion of the casino premises at any time to exclude patrons there from.
    5. Aspers will prevent access to the casino to anyone acting in a disorderly manner or anyone who in its judgement is intoxicated.
    6. Patrons are prohibited from bringing alcohol onto the premises and may be refused entry if found in possession of alcoholic beverage.
    7. Patrons whose personal attire is unacceptable to Management may be refused entry.
    8. Aspers reserves the right to request any patron who is believed to be intoxicated to leave the premises.
    9. In the interests of safety of all patrons and staff, patrons must be prepared to offer any hand luggage, bags, carriers or the like for inspection by Aspers’ staff appointed to that duty. Aspers and Management reserve the absolute right to refuse permission to carry any articles that appointed staff consider being inappropriate for passage into the casino.
    10. All property whatsoever from time to time brought into the casino by any patron shall be at the sole risk of the person bringing such property onto the premises and neither Aspers nor any employee of Aspers shall be liable for any loss or damage to any such article, however occasioned.
    11. No games of hazard or of chance shall be played on the casino premises other than those games agreed by Aspers in the course of its business.
    12. No patron may participate in gaming on the casino premises on behalf of any person not present on the premises at the time, and no patron shall so participate or endeavor to participate unless he is present on the casino premises at the time.
    13. Aspers shall fix total monies payable in respect of any game played at the casino for which table money is chargeable and the time or sessions during which such games may be played in accordance with the provisions of these rules.
    14. No credit shall be given to enable any persons to take part in gaming or in respect of losses by any person in gaming, to which rule shall be no exception.
    15. The casino premises operates CCTV surveillance systems which incorporate video and audio recording. CCTV is used for the protection and security of Aspers’ staff, property and customers. Aspers shall comply with the data protection legislation with respect to the retention of data, data processing and disclosure of personal data – please refer to our Privacy Policy for further information.
    16. For the comfort of all patrons, mobile phones must not be used whilst at the gaming tables or poker tables during a hand.
    17. Cameras or any other recording devices may not be used in the casino without the approval of the Management.
    18. Aspers has absolute discretion to require any patron found in possession or suspected of being in possession of any electrical, mechanical or computerised article or device for use within the casino premises to leave the premises and where appropriate to suspend, terminate membership or not allow access to the casino.
    19. Aspers is committed to ensuring the health and safety of its staff, patrons on the premises so far as is reasonable and practicable and Aspers will comply with all relevant legislation and approved codes of practice. The staff and patrons have a responsibility to act in a responsible manner to ensure their own health and safety and that of others in the casino.
    20. Aspers is committed to maintaining a safe environment in which patrons may enjoy the facilities provided. The manufacture, distribution, dispensation, possession or use of drugs or controlled substances is prohibited on the premises (this includes all land, property, building and parking areas) and offenders’ membership will be revoked. Aspers will also cooperate with the police in such matters.
    21. Aspers will not tolerate disruptive behavior. Behaviour will be deemed ‘disruptive’ if casino property is intentionally damaged, threatening, abusive, indecent or insulting words or behavior are used towards its patrons or the casino’s employees. Aspers has an absolute discretion to suspend or terminate the membership or refuse entry. Aspers may share information about any criminal act or disorder committed in the casino by patrons with other Aspers casinos and the relevant regulatory authorities.
    22. Aspers has a strict policy against discrimination and will not knowingly permit others to discriminate against any patron or staff member on the grounds of sex, race, disability, age, sexual orientation or religious beliefs. Aspers will not tolerate any conduct which may potentially constitute harassment or discrimination against any patron or staff member.
    23. Aspers may initiate and will fully support a criminal investigation following an act of violence against any of its patrons or its employees.
    24. Aspers will remove and exclude from the premises any person suspected or found to have cheated or committed another criminal act. Under these circumstances any attempt to enter the premises will render the excluded person liable to civil action and in accordance with which Aspers will seek to recover its costs of such action. Aspers will also pursue criminal prosecution against those who commit offences on its premises.
    25. Aspers reserves the right to withhold funds where there is knowledge or suspicion that those funds have been exclusively or partly obtained unlawfully, whilst full investigations are concluded. Funds will be retained in the event the investigation confirms unlawful activity has taken place.
    26. Systematic or organised money lending between patrons within the casino is strictly forbidden.
    27. Smoking is only permitted in the designated area of the casino. Any person found to be smoking on the premises, not in the designated area, may be asked to leave.
    28. A patron who self-excludes or has been excluded by us from the casino agrees that Aspers will not be liable for any matter whatsoever if they enter Aspers premises prior to the expiry of the exclusion period.
    29. Full betting rules are available at the Guest Relations desk.
  6. Protection of Customer Funds
    Funds are not protected in the event of the insolvency of Aspers (Stratford City) Limited.
  7. Complaints and Disputes
    Any complaint or dispute should be raised immediately with a member of the Management team. Should you be dissatisfied with the outcome of a gaming dispute you should ask a member of the Management team for an alternative dispute resolution (ADR) leaflet which outlines the process of further complaints.
  8. Experian Identification Check
    An electronic identity check may be carried out at the customer’s request for an Aspers World membership. Please note that this ID check does NOT leave a credit “footprint” on an applicant’s credit record. The ID check leaves an ID soft print that is only visible to the individual and not to any lenders and therefore does NOT affect an individual’s credit history or the ability to obtain credit. At no point during this search has Aspers accessed any credit or financial information on the applicant.
  9. Anti-Money Laundering & Counter Terrorist Financing (“AML/CTF”)
    1. Patrons will be required to produce identification which is acceptable to Aspers when gaming or transacting at certain threshold levels to ensure compliance with AML/CTF legislation.
    2. Aspers may, as part of its ID verification processes and general enhanced due diligence procedures, conduct checks on patrons with recognised fraud prevention and/or credit agencies to ensure compliance with AML/CTF legislation.
    3. Aspers has a legal obligation to ensure that any funds played in our casinos are legitimate and may, as part of its regulatory requirements seek or request information relating to the source of patrons’ funds which may be used for gaming transactions or in connection with any other business relationship. Aspers also reserves the right not to proceed with any transaction and/or to freeze any monies in its possession until such time that (i) Aspers has obtained the required information to its sole satisfaction and (ii) Aspers has completed any other processes that may be required under its policies and/or procedures or AML/CTF legislation.
    4. Aspers has a legal obligation to ensure that any funds played in our casinos are legitimate. In addition to identification and occupation we may request further information to evidence source of funds. The information will not be shared with other businesses and records will be maintained in accordance with data protection legislation.
    5. Aspers reserves the right to refuse cash in excess of £5000, unless we are satisfied with the provenance of your funds’.
  10. Responsible Operator
    Aspers recognises that a small proportion of its patrons may experience problems as a result of their gambling. Aspers is committed to a policy of promoting a responsible attitude to gambling and provides free literature within its casinos for the information and benefit of all. Aspers will ensure that its management and staff are aware of this issue so that they may offer assistance wherever possible. Aspers also offers a self-exclusion programme via Self Enrolment National Self Exclusion (SENSE) with a minimum exclusion period of 6 months.
  11. Aspers World Terms and Conditions
    Aspers World terms and conditions govern participation in the Aspers World program and the issue and use of the Aspers World Cards. Aspers World rules are displayed on the website and a copy is available on request.
  12. Privacy
    For further information with regards to how your personal data is processed by us, please refer to our Privacy Policy.

Aspers World T&Cs

These terms and conditions (“terms”) govern participation in the Aspers World loyalty rewards programme (“Aspers World”) and the issue and use of the Aspers World cards. Within these terms, a “Member” means a person who has agreed to the Aspers World terms and to whom an Aspers World card has been issued.

  1. Information about us

      Who we are

    1. We are Aspers UK Holdings Limited (referred to as “Aspers”, “we”, “us” and “our” in these terms), a company incorporated in England and Wales with company number 07262042 and whose address is 1 Hans Street, London, SW1X 0JD.
    2. Aspers, together with Aspers Online Limited and Aspers Group Limited form the ‘Group’. The Aspers Group provides both land based services in casinos and online services through various software and/or platforms (including the aspers.com website).
    3. How to contact us

    4. You can contact us:
      1. by post: Data Protection Officer, Aspers Casino Westfield Stratford City, 312 The Loft, Montfichet Road Olympic Park, London, E20 1ET; or
      2. by email: dataprotection@aspers.co.uk.
  2. These terms
    1. These terms should be read in conjunction with the casino rules, available onsite and online at www.aspersstratford.co.uk, www.thecasinomk.co.uk, www.aspersnorthampton.co.uk and www.aspersnewcastle.co.uk. If you apply to join Aspers World, you agree to these terms.
    2. Please ensure that you read these terms carefully and if you have any queries regarding these terms or the services provided by us, please do not hesitate to contact us using the details set out above.
  3. How to receive an Aspers World card
    1. Aspers World is free to join. In order to create a membership account and receive the full benefits of Aspers World, please bring valid photo identification (see further below) along to the “Guest Services” area of an Aspers participating casino and ask to sign up to Aspers World.
    2. Valid photo identification means a current passport, current UK photo driving licence, current EEA member state identity card, current international photo driving licence or current resident permit (resident permit please ask at “Guest Services” for details).
    3. Only one membership per person is permissible. Members may only have one active membership account and a maximum of three active cards at any one time.
    4. Only the Member listed on the card may participate in the Aspers World programme using the card associated with their account. Membership cannot be shared.
    5. Admission to Aspers World may only be granted at Aspers’ absolute discretion following an application for membership. An application may only be made in respect of an individual.
    6. All Aspers World cards will remain the property of Aspers.
    7. Please refer to our Privacy Policy for further information regarding how your personal data is processed by us. Aspers reserves the right to refuse an application for any reason and shall not be obliged to explain its reasons for its refusal.
  4. How to use an Aspers World card
    1. An Aspers World card can only be used in Aspers participating casinos. Members can earn Aspers World Points on slot machines, electronic roulette terminals, table games, poker and food and beverage.
    2. Once you have received your Aspers World card, insert the card into a slot machine, electronic roulette terminal or hand to a dealer at a table game to start earning points (“Aspers World Points”).
    3. Aspers World Points will automatically accrue every time you use your card and/or play on slot machines, electronic roulette terminals, table games, poker and food and beverage at any Aspers Casino.
    4. Aspers World Points will expire once a guest has been inactive for a period of twelve months; inactive means failing to record any carded visit or purchase at any Aspers’ property or participating casinos.
    5. If you wish to cash out winnings of £1,500 or more or purchase chips or games at a value of £500 or more, an Aspers World membership account (including valid photo identification) will be required in order to do so.
    6. Aspers World Points can be redeemed once a minimum of £1 in value has been accrued. £5 minimum for FREEPLAY Chips; these being non-negotiable, must be played as a single bet and cannot be changed for cash or chip equivalent.
    7. Aspers World Points can be redeemed as FREEPLAY XTRA on slot machines and electronic roulette terminals or can be used for full or part payment on food and beverage purchases. To redeem FREEPLAY XTRA at a slot machine or electronic roulette terminal, guests enter a six-digit pin number (day, month, year of birthday in 01 01 01 format) via the Aspers World member display screen and choose the amount to redeem. Balances are only redeemable in £1 amounts. To redeem Aspers World Points on food and beverage purchases, guests must hand over their Aspers World card at the point of purchase and instruct the Aspers’ representative on how much they would like to redeem.
  5. Terms of participation
    1. To participate in Aspers World, Members must be 18 years or over.
    2. Employees of Aspers are not eligible to join Aspers World.
    3. Subject to these terms, Aspers World may issue benefits to Member, to be determined and awarded at Aspers’ absolute discretion, on the basis of information recorded by use of the card during the Members’ visits to participating casinos operated by Aspers.
    4. Aspers may suspend or withdraw membership from any Member who, in its view, abuses the Aspers World programme or in any way brings the Aspers World program into disrepute.
    5. The benefits of Aspers World are intended for the use of the Member registered to the card. If any Member provides their Aspers World card or details to any other person for the purpose of gaining benefits and/or Aspers world Points, we reserve the right to either cancel or suspend the membership account of such Member, at Aspers’ absolute discretion.
    6. It is the responsibility of the Member to notify Aspers of any change to their details including but not limited to a change to their name, postal address, occupation, email address and contact number.
    7. In the event of death or bankruptcy of a Member, such Member’s Aspers World membership account will be cancelled, and no benefits will be accrued.
    8. We will cancel the Aspers World account cards (and membership accounts) of all Members who are excluded from Aspers’ casino facilities for any reason, including their own self exclusion, and all accrued benefits will be non-recoverable.
    9. It remains the responsibility of the Aspers World cardholder to ensure Aspers World cards are inserted properly into the machine when playing slots or electronic roulette terminals.
    10. Aspers’ Management reserves the right, at its sole discretion, to adjust Aspers World Points balances due to misuse, machine malfunction or computer error etc.
    11. In the event of a lost or stolen card, the issue of a replacement card to a Member will be at Aspers’ absolute discretion.
    12. Aspers will not be not responsible for lost or stolen Aspers World cards, including any resulting misuse.
    13. In the event of a dispute, Aspers’ decision will be final and binding.
    14. Members who cancel their Aspers World membership will not be entitled to any benefits. Any Member who cancels their membership may apply to rejoin the programme at any time.
    15. Any Member may be excluded from Aspers World at Aspers’ absolute discretion.
    16. Aspers will not be held responsible nor have any liability for third party products and services for whatsoever reason and howsoever arising.
    17. By registering with Aspers.com through the express opt-in box on the Aspers World application form, and subject to selecting marketing contact permissions, you acknowledge that the Aspers Group may share and/or disclose your personal information such as your name, email address and telephone number with our business partner Daub Alderney Limited (“Daub”), with regards to setting up an Aspers.com account. We may also share and disclose personal information with “Daub” for the purpose of providing you with marketing offers for Aspers.com which we believe may be of interest to you. For further information regarding this, please refer to our Privacy Policy.
    18. Aspers reserves the right to change the terms and conditions for Aspers World in line with the Gambling Commission’s Licence Conditions and Codes of Practice (LCCP) “fair and open provisions”. Customers will be notified of material changes to terms and conditions before they come into effect and this may be by a notice being displayed on casino premises.
    19. The data of all Members are administered by the Aspers Data Protection Officer in accordance with the Data Protection Act 2018. Full details regarding how Aspers manages the personal data collected from its customers can be reviewed via the available Aspers Privacy Policy (together with details regarding how to submit a data subject access request).
    20. Governing law; both parties agree that these terms shall be governed in all respects by and construed in accordance with the laws of England and Wales and both parties each submit to exclusive jurisdiction of the courts of England and Wales.
  6. Site Links

    The materials that can be linked from linked sites are not maintained by us and we are not responsible for the contents thereof. Any reference to a linked site or any specific third party product or service by name does not imply or constitute its endorsement by us, and you assume all risk with respect to its use. If you follow a link to any of these websites, please note that these websites have their own terms and conditions and privacy policies and we do not accept any responsibility or liability for these policies. Please check these policies before you submit any information or personal data to these websites.

  7. Copyright Notice

    The copyright in the contents and materials of this website is owned by the Group. As content on the website is copyrighted, any unauthorised use of any materials on the website may violate our rights pertaining to such material. If a user downloads the materials on the web site for personal or non-commercial use, the user must retain all copyright and other proprietary notices contained in the original materials on any copies of the material. Materials on the web site may not be modified, reproduced or publicly displayed, performed or distributed or used for any public or commercial purposes.

  8. Disclaimer
    1. The materials contained in this website are for general information only and do not constitute advice on any matter. We accept no responsibility for any loss caused by reliance on any statement contained in this website. Links to other sites from these pages are for information only and we accept no responsibility for any material contained within those sites.
    2. Due to the nature of the electronic communication process, we cannot, nor do we, guarantee or warrant, that access to our website (or any part of it) will be uninterrupted, or without delay and we accept no liability in this respect. Furthermore, whilst we make all reasonable attempts to exclude viruses from this website, we cannot ensure that it will be free of viruses and we cannot and do not accept any liability in this respect. You are therefore recommended to take all appropriate safeguards before downloading or accessing information from this website.
    3. This disclaimer and any claim based on use of information from this website shall be governed by the laws of England and the parties submit to the exclusive jurisdiction of the Courts of England and Wales.
    4. This site contains information, content, features, products and services which are suitable only for persons over 18. Therefore this website, and any part of it, is only available to those who are over 18 years of age. By continuing to the next page or visiting, using, viewing the whole or any part of it or having any involvement whatsoever with this website you are confirming that you are over 18 and will not misuse the website in any way and continue to use this site in accordance with and compliance with all elements of English law. If you are under 18 years of age or do not agree to be bound or abide by this notice then you are not authorised to or visit, use, view the whole or any part of it or have any involvement whatsoever with this website and must leave the website immediately. We reserve the right to take action against those who do not do so.
  9. Discounts

      50% off day-pass entry to both Port Lympne Hotel & Reserve and Howletts Wild Animal Park terms and conditions
      For Giraffe and Elephant tier:

    1. 50% off day-pass entry to both Port Lympne Hotel & Reserve and Howletts Wild Animal Park (family pass; 2 adults 2 children). Please email portlympneretail@aspinallfoundation.org and communicate your Aspers World membership number, with at least two weeks’ notice.
    2. 30% off accommodation at Port Lympne Hotel & Reserve and 20% off food and beverage at Port Lympne Hotel & Reserve terms and conditions
      For Rhino and Lion tier:

    3. 30% off accommodation to both Port Lympne Hotel & Reserve and Howletts Wild Animal Park. Subject to availability and excludes Lion Lodge and Tiger Lodge. Accommodation bookings are to be emailed to shortbreaks@aspinallfoundation.org and you must communicate your Aspers World membership number. Bookings must be made at least two weeks prior to your arrival date.
    4. 20% off food and beverage to both Port Lympne Hotel & Reserve and Howletts Wild Animal Park. Excludes Christmas and other accommodation or food offers; applicable for full price units and food and beverage in the Mansion House restaurant or Babydoll’s Wood Fired Pizza. Bookings must be made at least two weeks prior to arrival date.

Modern Slavery Act 2015

This statement is made pursuant to section 54(1) of the Modern Slavery Act 2015 and constitutes our Group’s slavery and human trafficking statement for the financial year ending 30th June 2020.

Our structure, business and supply chains
Aspers UK Holdings Limited (“the Group” or Aspers”) is a leading UK casino operator, The Groups turnover in 2019/20 was in excess of £64m. During the same financial year, the Group had 1000 employees and approximately 1.4m customers visited our casinos..

The Group has four operating casinos:

  • Aspers (Stratford City) Limited – This is a large 2005 Gambling Act casino operated within the Westfield Shopping centre in Stratford In East London
  • Aspers (Northampton) Limited – This is a converted 1968 Gaming Act casino operating in the centre of Northampton
  • Aspers (Milton Keynes) Limited – This is a large 2005 Gambling Act casino operated at the Xscape leisure complex in Milton Keynes
  • Aspers (Newcastle) Limited – This is a converted 1968 Act casino located in The Gate leisure complex in the centre of Newcastle.

The Group’s supply chain is comprised primarily of gaming suppliers and food and beverage, sourced principally from the UK and Europe. Further information about the Group can be found on our website at www.aspersgroup.co.uk

Our position
The Group is fully supportive of the Modern Slavery Act 2015 and is committed to the prevention of modern slavery and human trafficking in all its forms and will not tolerate or condone the abuse of human rights within any part of its business or supply chains.

Our policies in relation to modern slavery and human trafficking
The Group is committed to business integrity, high ethical and moral standards and professionalism in all its activities. ‘Doing the right thing’ forms a central part of Aspers values. In line with these values. The Group has a zero-tolerance approach to slavery and human trafficking, which extends to all business dealings and transactions in which it is involved, regardless of location or sector. The Group remains committed to strengthening its practices in this area, both within its own business and across its supply chains.

Modern slavery is a crime and a violation of fundamental human rights. It takes various forms, such as slavery, servitude, forced and compulsory labour and human trafficking, all of which have in common the deprivation of a person’s liberty by another in order to exploit them for personal or commercial gain.

The Group expects high standards from all of its contractors, suppliers and other business partners, we expect our suppliers to have appropriate anti-slavery and human trafficking policies and processes and communicate to our key suppliers that we have zero tolerance in regard to these matters. The Group expects that its suppliers will hold their own suppliers accountable to the same high standards for example, as part of its ongoing effort to identify and mitigate risk Aspers has updated the standard procurement contract terms used by its UK businesses to seek to ensure suppliers and, in turn, their suppliers, will comply with all laws, regulations and codes relating to slavery and human trafficking.

The Group is committed to:

  • Acting ethically and with integrity in all its business dealings and relationships.
  • Ensuring effective systems and controls are in place to ensure modern slavery is not taking place anywhere in its own business or in any of its supply chains.
  • Continue to ensure there is transparency in its own business and in its approach to tackling modern slavery throughout its supply chains.
  • Committed to creating and maintaining a safe and healthy working environment for its employees, customers and the community.

Due diligence, specific risks and supplier adherence to Aspers' values
In 2016 Aspers established a Modern slavery working group with representatives from its HR, Compliance and Finance departments. The working group undertakes and internal risk assessment exercise on an annual basis with each division and with the central procurement function to evaluate the Group’s risks and identify best practices, around the prevention of slavery and human trafficking with its supply chains or any part of its business.

Information and training about slavery and human trafficking
To ensure an understanding of the risks of modern slavery and human trafficking in our supply chains and our business, we provide training to relevant employees who are involved in procurement and supplier management processes. All members or our senior management team have been briefed on the subject.

The Group have a comprehensive suite of employee policies which are relevant to our attempts to ensure that there is no modern slavery in any part of our workforce. Our relevant policies include:

  • Recruitment Policy
  • Equality and Diversity Policy
  • Dignity at Work Policy
  • Communication Policy
  • Confidential Hotline Policy
  • Disciplinary and Grievance Procedures

Board-level sign off of this statement
The Group recognises the importance of the provision of the Modern Slavery Act 2015 and the Directors aim to ensure that slavery and human trafficking have no part in the Group’s operations and supply chain. The Group has always been vigilant about employee welfare and aims to be transparent in its practices. The Board welcomes the opportunity to state its firm commitment to a zero-tolerance approach to modern slavery and human trafficking.

Signed:

Richard Noble

Richard Noble, CEO
19 April 2021

Privacy Policy

At Aspers UK Holdings Ltd, we are committed to protecting and respecting your privacy. We encourage you to read this Privacy Policy carefully as it contains important information regarding how your personal data will be used by us. This policy explains the basis on which personal data we collect about you will be processed by us. Where we decide the purpose, or means, for which personal data is processed, we are the 'Data Controller'. We will comply with all applicable data protection laws, including the Data Protection Act 2018 and the UK General Data Protection Regulation (“UK GDPR”).

By engaging with our casinos, you acknowledge you have read and understood this Privacy Policy.

This policy explains the following:

  • What personal information we collect;
  • How we use that information;
  • Who we may disclose that information to; and
  • Your rights.
  1. Who are we?
    1. Aspers UK Holdings Limited (“Aspers”), referred to as “we”, “us” and “our” in this Privacy Policy, is the data controller in relation to the processing of your personal data that you provide to us. Aspers is a company incorporated in England and Wales with company number 07262042 and whose address is 1 Hans Street, London, SW1X 0JD.
    2. Aspers UK Holdings Ltd, together with Aspers Online Limited and Aspers Group Limited form the ‘Group’, which provides both land based services in casinos and online services through various software and/or platforms (including the aspers.com website).
    3. If you have any concerns about how your personal data is used or to exercise any of your data protection rights, including submitting a subject access request, please contact our Data Protection Officer at:
      1. email: dataprotection@aspers.co.uk
      2. post: Data Protection Officer, Aspers Casino Westfield Stratford City, 312 The Loft, Montfichet Road Olympic Park, London, E20 1ET.
  2. This Privacy Policy
    1. This Privacy Policy represents our current data collection and usage practices. We will from time to time, review and revise these practices. We encourage you to read the Privacy Policy carefully as it contains important information regarding how your personal data will be used by us.
    2. Each time you use Aspers casino services and gaming products or provide us with information, by doing so you are accepting the practices described in this Privacy Policy at that time.
  3. What is personal data?
    1. Personal data is information about you that identifies you or can be used to identify you (in conjunction with any other information we hold about you) e.g. your name, email address, address or telephone number, IP Address, copies of ID, proof of address, etc (“personal data”).
    2. There are special categories of more sensitive personal data which require a higher level of protection. These include information about a person’s racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic and biometric data, physical or mental health or condition or sexual life (“Special Category Data”).
    3. We collect the types of personal data outlined within this policy.
  4. Collecting information about you

    We collect information about you whenever you utilise certain services, such as the Aspers Loyalty program. Information will also be collected as you interact with us, such as requesting to join our mailing lists, taking part in market research or customer satisfaction surveys or dealing with our customer services team.

    To ensure that your details are up to date and to help determine any possible affordability checks, we may supplement the information we hold about you with data from companies that collate and update address and household information for a range of sources. We will only work with companies that obtain this data in compliance with data protection legislation. This data will not be used to market to you without your prior consent.

    We must also comply with legal obligations to promote responsible gambling, consider our customers' financial ability to gamble and prevent our services from being used for illegal purposes. If we identify activity on your account that could present a risk or we believe you have provided false information, we may look at publicly available information about you such as social media accounts (Facebook, Instagram, Twitter etc.) property ownership details, the electoral roll, Companies House, and insolvency registers to verify the information provided to us.

    1. In addition, we are required to comply with anti-money laundering and responsible gambling legislation, so we may request proof of identity and source of funds information from you from time to time. Whilst the release of additional source of funds information is voluntary, please note that the failure to provide such information upon request may result in the termination of the business relationship. This information may be requested:
      1. by attending or registering with us at one of our casino sites;
      2. by engaging with us via our website;
      3. via the Rank Group if you use Aspers’ online services, which may include your contact information and identity and verification information (see further information below at paragraph 9.2.1); or
      4. by contacting us offline, for example by telephone, email or by post
  5. Data we collect from you
    1. In order to run our business and to provide you with information about products or services that may be of interest to you, We may collect personal data such as your full name, postal address, phone number, occupation, credit/debit card information or email address) or “demographic information” (i.e. information that you give us or that we collect, that is not personal data; this may include but is not limited to post code, home town, gender, username, age/birth date, browsing history information, your IP address and registration history.
    2. If you join Aspers World, our loyalty program, we will also record your facial image and verify you are who you say you are by requesting some form of ID. This ID information will also be recorded. When you join Aspers World you will be given an Aspers World card, this can then be used at the gaming tables or in most of our Electronic products and for food and beverage purchases. A full set of terms and condition for Aspers World can be found on our websites.
    3. Each time you use the Aspers World card we will record details of your visit to our casino and we will also record any transaction you perform on the gambling equipment. When you use your card at the gaming tables the same will apply- we will record the details of your gambling activity.
    4. If you are not a member of Aspers World, we will require ID to be produced on entry to our casino. Please note that in some of our casinos we may at times use ID document scanning software (IDScan) to carry out electronic checks and verification in respect of ID collected from all customers.
  6. Purpose and legal basis for processing
    Personal data We may use your information for the following purposes, based on the following legal grounds:
    • Contact information
    • Aspers World Card/gambling transaction information
    • If it is necessary for the performance of our contract or for the purposes of entering into a contract: for the purpose of registering your account with us, to update your account and to provide you with our services.
    • If it is in our legitimate business interests to do so: for internal record keeping for administration purposes, in order to verify your account, to conduct credit searches, to communicate with you regarding our service and fees and for dealing with any complaints or issues raised by you.
    • If you provide your consent, we may also contact you for marketing purposes about new services, events or promotions which we feel may be of interest to you by mail, e-mail, phone or text messaging service about our services or promotions, which may be of interest to you,Please email dataprotection@aspers.co.uk or speak to a member of staff if you no longer wish to receive such information.
    • Compliance with a legal obligation: in order to prevent fraud or money laundering or to comply with any other relevant legal or regulatory requirements, such as the Casino Industry Gambling Regulations as specified by our Regulator, The Gambling Commission.
    • Where we have obtained your consent: Our selected third parties with whom we may share your personal data with (see further below) may send you advertisements promotional materials and communications about their products or services which may be of interest to you, with your prior consent where required by law.
    • Payment information
    • If it is necessary for the performance of our contract: for the purpose of receiving payments in the course of providing our services and issuing winnings to your account (if issued by bank transfer).
    • If it is in our legitimate business interests to do so: for internal record keeping for administration purposes and retaining evidence of payment transactions.
    • ID Information
    • Compliance with a legal obligation: in order to prevent fraud or money laundering or to comply with any other relevant legal or regulatory requirements, such as the Casino Industry Gambling Regulations as specified by our Regulator, The Gambling Commission (please note that failure to provide such information upon request, may, at our sole discretion, lead to the suspension or closure of your account with us).
    • Special category data
    • In order to protect the vital interests of our customers: we may process special category data relating to your health or mental health such as a disclosure of a gambling problem to staff and to the Rank Group via Aspers Online Ltd.
    • Monitoring information (CCTV)
    • If it is in our legitimate business interests to do so: we may process images via CCTV (which incorporates video and audio recordings), entrance/exit dates/times, movement within the casinos via security card systems for security purposes and pursuant to our legitimate interest in maintaining a safe environment and for the purpose of confirming attendance/location of the individual.
    • Necessary to protect the vital interests of the individual concerned: for security purposes and in order to maintain a safe environment.
    • Compliance with a legal obligation: in order to prevent fraud or money laundering or to comply with any other legal or regulatory requirements.
    • Technical and device information/social networks
    • If it is in our legitimate interests to do so: we may use certain technical log data (such as your IP address) for research or statistical purposes; to analyse user traffic and for ensuring the proper administration of our site; for analytics and insight purposes e.g. to monitor market trends and demographics and to improve the user experience within our site; and to ensure that content from our site is presented in the most effective manner for you and for your computer or other device from which you access our site and/or the services we offer through the site.
    • Cookies
    • Where consent has been obtained: We will ask for your consent to the use of cookies before processing (see further information about our processing of cookies below).
  7. How to edit or update your information
    1. The accuracy and integrity of your personal data is very important to us. If you feel at any time that the information we hold about you is incorrect or requires updating then please contact us by any means possible and we will update or correct our records.
    2. We may periodically contact you or speak to you in person about the accuracy of your personal data as our efforts to ensure it is accurate are ongoing.
  8. Cookies
    1. We collect information about your visit to our websites, including the date and time you access our websites. You cannot be identified from this information, and will be used by us purely for monitoring activity on our websites. We do not use “cookies” to collect and distribute information to third parties for marketing purposes.
    2. A “cookie” is a piece of information, like a tag, that is stored on your computer, tablet or phone when you visit a website. Cookies make web surfing easier for the user by saving user preferences while visiting a website. The only personal data a cookie may contain is information supplied by the user. A cookie cannot read data of a user’s hard drive or read cookie files created by other websites. The use of cookies is an industry standard that can be found on most major websites. Cookies help us determine which pages of our websites are popular by showing how and when users use our websites.
    3. Many improvements and updates to our websites are based on such data as this helps us to understand (amongst other things) the total number of users and webpages viewed. Cookies allow this information to be easily tracked by us. We use information obtained from cookies to provide services better tailored to each user’s needs. While this activity depends on the use of a “cookie”, users of our websites have the option of disabling cookies via user’s browser preferences.
    4. Any changes to the use of cookies posted on our websites apply as soon as they are posted. By continuing to use our websites after any changes are posted, user, users acknowledge acceptance of those changes.
    5. We use the following cookies:

    6. Strictly necessary cookies: These are cookies that are required for the operation of our websites. They include, for example, cookies that enable you to log into secure areas of our websites.
    7. Analytical/performance cookies: They allow us to recognise and count the number of visitors and to see how visitors move around our websites when they are using them. This helps us to improve the way our websites work, for example, by ensuring that users are finding what they are looking for easily.
    8. You can find more information about the individual cookies we use and the purposes for which we use them in the table below:
      Personal data Cookie IDs Expiry Description Further Information
      Google Analytics __utma 2 years from set/update Used to distinguish users and sessions. The cookie is created when the javascript library executes and no existing __utma cookies exists. The cookie is updated every time data is sent to Google Analytics. Click here for more privacy information
      Google Analytics __utmt 10 minutes Used to throttle request rate. Click here for more privacy information
      Google Analytics __utmb 30 mins from set/update Used to determine new sessions/visits. The cookie is created when the javascript library executes and no existing __utmb cookies exists. The cookie is updated every time data is sent to Google Analytics. Click here for more privacy information
      Google Analytics __utmc End of browser session Not used in ga.js. Set for interoperability with urchin.js. Historically, this cookie operated in conjunction with the __utmb cookie to determine whether the user was in a new session/visit. Click here for more privacy information
      Google Analytics __utmz 6 months from set/update Stores the traffic source or campaign that explains how the user reached your site. The cookie is created when the javascript library executes and is updated every time data is sent to Google Analytics. Click here for more privacy information
      Google Analytics __utmv 2 years from set/update Used to store visitor-level custom variable data. This cookie is created when a developer uses the _setCustomVar method with a visitor level custom variable. This cookie was also used for the deprecated _setVar method. The cookie is updated every time data is sent to Google Analytics. Click here for more privacy information
      Google Analytics _ga 2 years Used to distinguish users. Click here for more privacy information
      Google Analytics _gid 24 hours Used to distinguish users. Click here for more privacy information
      Google Analytics _gat 1 minute Used to throttle request rate. If Google Analytics is deployed via Google Tag Manager, this cookie will be named _dc_gtm_. Click here for more privacy information
    9. Third parties

    10. Please note that third parties may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.
    11. Control over cookies

    12. You can change the settings on your browser to prevent cookies being stored on your computer or mobile device without your explicit consent. Your browser “help” section will normally provide details on how to manage the cookie settings.
    13. You can also delete cookies that have already been set. Alternatively, you may wish to visit http://www.aboutcookies.org.uk/, which contains comprehensive information on how to do this on a wide variety of desktop browsers.
    14. If you have a Google account you can opt out of advertising at this link. Alternatively you can opt out of a third party vendor’s use of cookies by visiting the Network Advertising initiative opt out page. Further information on controlling device identifiers can be found here.
    15. If you do not accept cookies your user experience on our websites may be affected as you may not be able to experience the full functionality of our websites.
  9. Who your information may be shared with

    We keep your information confidential but may disclose it to our personnel, other companies within the Aspers Group, suppliers, or subcontractors insofar as it is reasonably necessary for the purposes set out in this privacy policy. We carry out checks to ensure that the companies we work with will provide the same level of safeguards to protect your data as we do, and we put contractual measures in place to reinforce those obligations.

    If we are involved in a merger, acquisition, or sale of all or a portion of our assets, you will be notified via email, account message and/or a prominent notice on our website of any change in ownership or uses of this information, as well as any choices you may have regarding this information.

    1. We do not sell or share your personal data with third parties except as described in this Privacy Policy. The personal data will be disclosed to a third party only to the extent required for the specific purpose, as stipulated in this Privacy Policy.
    2. Please note that personal data we are holding about you may be shared with and processed by:
      1. any member of the Group and any subsidiary companies and other affiliated legal entities and businesses with whom we are under common corporate control for management and administration purposes. Please note that personal data may also be shared with the “Rank Group”, which operates Aspers’ online business and consists of The Rank Group Plc’s group of companies, Daub Alderney Limited and includes Aspers Online Limited. All such entities will comply with the terms of this Privacy Policy with respect to the use and disclosure of your Personal Data. Your personal information will be shared with the Rank Group:
        1. in order to ensure a smooth administration and sign-up process for customers that wish to engage in services both in our retail/land based casinos and also via our online platforms; and
        2. to ensure that we are able to properly monitor and protect the wellbeing of our customers in accordance with our Responsible Gaming initiative (please contact us if you would like further information regarding this);
      2. other casino’s in respect of data sharing schemes relating to barred customers;
      3. our service providers and agents (including their subcontractors) or third parties which process information on our behalf (e.g. internet service and payment providers, search engine, advertising and marketing providers) so that they may help us to provide you with services and information you have requested;
      4. regulators, fraud prevention agencies or other third parties for the purposes of monitoring and/or enforcing our compliance with any legal and regulatory obligations, including statutory or regulatory reporting, or the detection or prevention of unlawful acts;
      5. any third party in the context of actual or threatened legal proceedings, provided we can do so lawfully (for example in response to a court order);
      6. other parties and/or their professional advisers involved in a matter where required as part of the conduct of the services;
      7. our own professional advisers and auditors for the purpose of seeking professional advice or to meet our audit responsibilities; and
      8. any other organisation to whom we may transfer our agreement with you or if we sell or buy (or negotiate to sell or buy) our business or any of our assets (provided that adequate protections and safeguards are in place).
      9. IT companies who support our IT systems.
      10. Data insight companies.
    3. We will only transfer your personal data to third parties for direct marketing purposes with your prior consent.
    4. We do not knowingly solicit data from or market to children under the age of 18. If a parent or guardian becomes aware that his or her child has provided us with information without their consent, they should contact us at dataprotection@raspers.co.uk. We will delete such information from our files at the earliest opportunity.
  10. International transfers
    1. We will not transfer personal data relating to you to a third party in any country which is outside the UK or the European Economic Area (“EEA”) unless one of the following scenarios under the UK GDPR applies:
      1. the country or recipient is covered by an adequacy decision of the European Commission under UK GDPR Article 45;
      2. appropriate safeguards have been put in place which meet the requirements of UK GDPR Article 46 (for example using the European Commission’s Standard Model Clauses); or
      3. one of the derogations for specific situations under UK GDPR Article 49 is applicable to the transfer. These include (in summary):
        1. the transfer is necessary to perform, or to form, a contract to which we are a party:
          1. with you; or
          2. with a third party where the contract is in your interests;
        2. the transfer is necessary for the establishment, exercise or defence of legal claims;
        3. you have provided your explicit consent to the transfer; or
        4. the transfer is of a limited nature, and is necessary for the purpose of our compelling legitimate interests.
  11. Our Security Precautions
    1. We make every effort to ensure that your information is secure on our systems. The Group has implemented security measures to protect against the loss, misuse and alteration of your personal data and we have staff dedicated to maintaining this Privacy Policy and other privacy initiatives, periodically reviewing our systems and network security.
    2. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our Site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access. However, please note that you are responsible for keeping your username, password and user details confidential.
  12. How long do we keep your personal data?
    1. Unless you have requested otherwise, we will hold your personal data within our systems for a minimum period of 5 years following the provision of information to us. If, after 5 years:
      1. you have made 1 or more visits to any of our casinos or you are an active online player at Aspers Online then we will contact you to verify that the information we hold about you is still accurate and that you are still happy for us to hold this information about you; or<
      2. you have not made a registered visit to any of our casinos then we will remove your personal data from our databases and systems unless we are required or permitted by law to hold on to your data for a specific retention period. Please note that the retention period for inactive customers at Aspers Online Ltd is 7 years.
    2. For the purpose of paragraph 14.1.2, a ‘registered’ visit is classified as a visit which has been recorded on our internal systems. Examples include via a customer’s use of the Aspers World card, other recorded transactional activity or via redemption of a promotion (on-site).
    3. Where we no longer need your personal information, we will dispose of it in a secure manner.
    4. In some circumstances you can ask us to delete your data; see your legal rights at paragraph 16 below for further information.
    5. In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research purposes and to help us develop and improve our services, in which case we may use this information indefinitely without further notice to you.
  13. Automated decision making
    We do not make decisions based solely on automated data processing, including profiling.
  14. Your rights regarding your personal data
    1. Under data protection laws, you have a number of rights regarding your personal data. Please find below a summary of such rights (full details may be found at the Information Commissioner’s Office’s (“ICO”) website: https://ico.org.uk/),
    2. You have the right to be informed

    3. You must be informed clearly and concisely regarding the purpose and legal basis regarding the collection and processing of your personal data, who to contact if you have any issues regarding this, where your persona data will be kept, if the personal data is to be transferred to another country, who will access the personal data, the retention period for storing your personal data, the right to withdraw consent to the processing of your personal data or to lodge a complaint with the ICO, whether the provision of the personal data is part of a statutory or contractual requirement and the existence of any automated decision making.
    4. You have the right to access

    5. You have the right to request confirmation as to whether or not your personal data is being processed and, if so, to verify the lawfulness of processing, this information must be provided free of charge and provided within one calendar month (unless certain circumstances apply).
    6. Requests should be made in writing to the Aspers Data Protection Officer and you may need to provide the following in order for us to verify your request:
      1. photo ID; and
      2. proof of address.
    7. You have the right to rectification

    8. If your personal data is inaccurate or incomplete then you have the right to request that this be corrected. If we have disclosed the personal data to third parties for verification purposes and the information has been updated or corrected, then we will inform you of this where possible.
    9. You have the right to erasure

    10. In certain circumstances, you will have to right to request erasure of your personal data from our systems and we will do so without undue delay if:
      1. the processing is no longer necessary in relation to the purpose for which it was originally processed;
      2. you withdraw consent (if the legal basis for processing is based on your consent);
      3. you object to processing (and there are no legitimate overriding grounds for ongoing processing);
      4. your personal data has been processed unlawfully; or
      5. your personal data must be erased in order to comply with a legal obligation.
    11. We may refuse a request for erasure if the processing is necessary:
      1. for compliance with a legal obligation;
      2. for reasons of public interest in the area of public health or for archiving purposes in relation to public interest, scientific/historic or statistical research purposes (as permitted under the UK GDPR); or
      3. for the establishment, exercise or defence of legal claims.
    12. A decision to refuse any request of Erasure will be made by the Board of Directors under advisement from the designated Data Protection Officer. Data Subjects have the right to appeal any decision made to the ICO.
    13. You have the right to restrict processing

    14. You have the right to restrict the processing of your personal data if you contest the accuracy of the information, if the processing is unlawful or if we no longer need the information but you require the data to establish, exercise or defend a legal claim.
    15. You have the right to data portability

    16. In certain circumstances, you have the right to request that we return any personal data you have provided in a structured and machine-readable format or that we transmit this data to another data controller, where technically feasible.
    17. You have the right to object

    18. You have the right to object to our use of your personal data in certain circumstances, including where we use it for our legitimate interests or for marketing purposes.
    19. If the information is being used for direct marketing

    20. If you have subscribed to marketing communications from us, you have the right, at any time, to instruct us by email not to process your personal data for marketing purposes.
    21. Withdrawal of consent

    22. Please note that if you withdraw your consent to the use of your personal information for purposes set out in our Privacy Policy, we may not be able to provide you with access to all or certain parts of our services or our website.
    23. Complaints

    24. If you consider our use of your personal data to be unlawful, you have the right to lodge a complaint with the ICO. Please see further information on their website: www.ico.org.uk.
  15. Contacting Aspers Casino
    1. If you have any questions about this Privacy Policy, would like to submit a Data Subject Access Request or amend your current preferences/personal data, please contact our Data Protection Officer via email at dataprotection@aspers.co.uk or in writing to:
      Data Protection Officer
      Aspers Casino Westfield Stratford City
      312 The Loft
      Montfichet Road Olympic Park
      London
      E20 1ET
    2. Alternatively, enquires can be made in person at any of our Aspers Casinos. Please note that in all circumstances ID verification will be required before any personal data is released.
  16. Updates or amendments to this Privacy Policy
    1. We may revise this Privacy Policy from time to time, for example to keep it up to date, to implement minor technical adjustments and improvements or to comply with legal requirements. We will always update this Privacy Policy on our website, so please try to read it when you visit our website.
    2. This Privacy Policy was last updated in May 2021.

Contacting Aspers Casino

If you have any questions about this Privacy Policy, would like to submit a Data Subject Access Request or amend your current preferences/personal information, please contact our Data Protection Officer via email at dataprotection@aspers.co.uk or in writing to:

Data Protection Officer
Aspers Casino Westfield Stratford City
312 The Loft
Montfichet Road Olympic Park
London
E20 1ET

Alternatively, enquires can be made in person at any of our Aspers Casinos. Please note that in all circumstances ID verification will be required before any Personal Information is released.

Site Links

The materials that can be linked from linked sites are not maintained by us and we are not responsible for the contents thereof. Any reference to a linked site or any specific third party product or service by name does not imply or constitute its endorsement by us, and you assume all risk with respect to its use. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Copyright Notice

The copyright in the contents and materials of this website is owned by Aspers Group Limited. As content on the website is copyrighted, any unauthorised use of any materials on the web site may violate our rights pertaining to such material. If a user downloads the materials on the web site for personal or non-commercial use, the user must retain all copyright and other proprietary notices contained in the original materials on any copies of the material. Materials on the web site may not be modified, reproduced or publicly displayed, performed or distributed or used for any public or commercial purposes.

Disclaimer

The materials contained in this web site are for general information only and do not constitute advice on any matter. We accept no responsibility for any loss caused by reliance on any statement contained in this web site. Links to other sites from these pages are for information only and we accept no responsibility for any material contained within those sites.

Due to the nature of the electronic communication process, we cannot, nor do we, guarantee or warrant, that access to our website (or any part of it) will be uninterrupted, or without delay and we accept no liability in this respect. Furthermore, whilst we make all reasonable attempts to exclude viruses from this website, we cannot ensure that it will be free of viruses and we cannot and do not accept any liability in this respect. You are therefore recommended to take all appropriate safeguards before downloading or accessing information from this website.

This disclaimer and any claim based on use of information from this website shall be governed by the laws of England and the parties submit to the exclusive jurisdiction of the Courts of England and Wales.

Use of site: Users must be over 18 years old and comply with English law.

This site contains information, content, features, products and services which are suitable only for persons over 18. Therefore this website, and any part of it, is only available to those who are over 18 years of age. This site operates in accordance with and complies with all elements of English law, including data protection. By continuing to the next page or visiting, using, viewing the whole or any part of it or having any involvement whatsoever with this website you are confirming that you are over 18 and will not misuse the website in any way and continue to use this site in accordance with and compliance with all elements of English law. If you are under 18 years of age or do not agree to be bound or abide by this notice then you are not authorised to or visit, use, view the whole or any part of it or have any involvement whatsoever with this website and must leave the website immediately. We reserve the right to take action against those who do not.

Gaming Dispute

1. COMPLAINTS, DISPUTES & ALTERNATIVE DISPUTE RESOLUTION

  • 1.1. Aspers Group fully supports the objective detailed in the Gambling Act 2005 and are committed to best practice on gaming and social responsibility and will ensure gambling is conducted fairly and openly in accordance with company procedures.
  • 1.2 Aspers Group has put into effect policies and procedures designed to ensure the supervision at gaming tables is carried out by supervisors and dealers in order to ensure the integrity of gaming is not compromised.
  • 1.3 A complaint means a complaint about any aspect of the company and staff conduct in respect of the licensed activities, and a dispute is any complaint which -
    • a. Is not resolved at the first stage of the complaints procedure.
    • b. Relates to the outcome of the complainant’s gambling transaction.
  • 1.4 A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues, such as the service in the restaurant, the quality of the décor or facilities or the availability of space at a particular
  • gaming table do not apply, as they would not indicate a possible threat to the licensing objectives.
  • 1.5 Should a customer have any complaint or dispute about any gambling related decision, this should be raised immediately with a member of the Aspers management team who should be able to settle this at the time. If it is not settled the customer will be given a gaming dispute leaflet and is free to raise any such complaint or dispute at any time within a date which is not less than 6 months from the date of the disputed incident. The request will be acknowledged within 24 hours of receipt where gambling facilities are available 24 hours a day or within three working days otherwise.
  • 1.6 The licensee’s process ends if the customers complaint remains unresolved eight weeks after the licence holder received it, or the customer and the licence holder reach a deadlock or final position in less than eight weeks. The licence holder will then write to the customer with a final letter to explain:
    • a. The final decision.
    • b. That this is the end of the operator’s complaints process.
    • c. How to escalate the complaint to an independent ADR entity if the customer wishes to do so. Therefore, should a customer not be satisfied with the decision, and all internal avenues of dispute resolution have been exhausted, they may refer the matter to IBAS.
  • 1.7 IBAS is tasked with reviewing any disputes relating to the land-based casino that cannot be settled internally. Thus, if the customer remains dissatisfied with the decision regarding their gambling dispute, they may refer the matter in writing or by email to time up to 12 months from the end of the operator’s complaints’ process. The application will be acknowledged within three working days of receipt
  • 1.8 We recommend visiting the IBAS website: www.ibas-uk.com

    In order to make a claim through the IBAS website, you will need to register with the service. You will need a valid, working email address in order to register. Registration is quick, easy and free of charge.

    You will then need to complete an IBAS Claim Form by clicking on ‘Make a Claim’.

    If you have any difficulty using the website, you are welcome to complete a claim form by hand. We can post you a form, which we will ask you to complete and return.

    To request a form, either telephone us on 020 7347 5883 or write to us at: IBAS, PO BOX 62639. London EC3P 3AS
  • 1.9 How long does IBAS process take?

    Once IBAS has received your completed claim form, they will contact the casino to seek their response.

    One of their Case Managers will then send any further questions to either you or the casino until they are satisfied that they have all of the information they need to make an informed decision.

    After that, the file containing all of that information is sent to members of IBAS Adjudication Panel. The panellists may have further questions or they may be satisfied that they have enough material to issue an adjudication.

    Once they have reached their decision, their findings are typed up and either emailed or posted to both you and the casino simultaneously.

    Typically, the whole process will take between 10 and 12 weeks but some cases are resolved faster and other, more complicated cases, may take longer.

2. ASPERS GROUP CASINO COMPLAINTS PROCESS

  • 2.1 Any gaming complaint should be resolved by the Dealer and/or Gaming Supervisor at the time of the incident, however if the Dealer or Gaming Supervisor is not able to settle the matter it will be referred to the Duty Manager and Surveillance.
  • 2.2 If you are not satisfied with the resolution of the dispute you will be given a gaming dispute leaflet and invited to put your concern in writing to the General Manager, Aspers Casino Stratford, Westfield Stratford City, 312 Montfichet Rd, London, E20 1ET Email: St.gamingdisputes@aspers.co.uk
  • 2.3 In response to your enquiry the General Manager will respond to you by email or write to you after investigating the dispute, explaining the decision.
  • 2.4 If you are not content with the decision you may write to the Head of Regulatory Compliance & Safer Gambling, Aspers at The Gate, Newgate Street, Newcastle, NE1 5TG or via email complaintsesc@aspers.co.uk who will independently investigate the matter.
  • 2.5 If you are not satisfied with their findings you may escalate the matter further by having it referred to an Alternative Dispute Resolution entity (ADR) which is IBAS

3. ALTERNATIVE DISPUTE RESOLUTION FOR CASINO & BINGO ARBITRATION ADR PROCESS

  • 3.1 The ADR controller will assign an ADR official to investigate the complaint and notify all parties concerned.
  • 3.2 The ADR official will request all relevant evidence and documentation from all concerned parties and inform all parties of their right to withdraw at any time from the process. Both parties have a right to see the arguments, evidence, documents and facts put forward by the other party.
  • 3.3 The ADR official upon receipt of the evidence will notify the parties that the evidence received constitutes a ‘complete complaint file’. An outcome (proposed decision/resolution) to the dispute will be issued within 90 calendar days from the date the “complete complaint file” has been received (in “certain exceptional cases” in “highly complex disputes” the ADR official is free, at his/ her own discretion, to extend the 90 calendar day deadline). During the course of the investigation the complainant will be kept in touch with progress at least every 30 days.
  • 3.4 The ADR official will normally provide a draft report allowing reasonable time for comment from all parties. This may include any statements made and opinions given by experts.
  • 3.5 The ADR official will consider any comments prior to completing the report.
  • 3.6 The ADR official will provide a final report to the ADR controller outlining the outcomes and grounds on which the proposed decision/resolution is based.
  • 3.7 When the ADR controller is satisfied that the process has been adhered to and the decision/resolution in the report is valid, the controller will forward the report to all parties concerned.
  • 3.8 In accordance with the Gambling Commission’s expectation, gambling operators will offer ADR which is binding on the operator (if accepted by the consumer) for disputes which would otherwise be taken to the small claims court (currently disputes of not more than £10,000). For disputes over £10,000, the ADR procedure need not be binding – this would allow, for example, that mediation could be employed for disputes of more than £10,000 or for adjudication decisions to be non-binding on the operator.
  • 3.9 In accordance with consumer protection requirements, the customer is not legally bound to abide by any IBAS decision and therefore this process does not deny the consumer his or her UK statutory consumer protections.
  • by any IPCA decision and therefore this process does not deny the consumer his or her UK statutory consumer protections.

4. GROUNDS TO REFUSE TO DEAL WITH AN ALTERNATIVE DISPUTE RESOLUTION

  • 4.1 An ADR Entity can refuse to deal with a dispute but the ADR Entity must provide both parties with a reason for declining the dispute within 3 weeks of receiving the complete complaint file.
  • 4.2 The reasons a dispute can be refused† are if:
    • a. The consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity;
    • b. The dispute is frivolous or vexatious.
    • c. The dispute is being, or has been previously, considered by another ADR entity or by a court.
    • d. The value of the claim falls below or above the monetary thresholds set by the body; however, IBAS does not set monetary thresholds.
    • e. The consumer has not submitted the complaint to the body within the time period specified by the body, provided that such time period is not less than 12 months from the date upon which the trader has given notice to the consumer that the trader is unable to resolve the complaint with the consumer.
    • f. Dealing with such a type of dispute would seriously impair the effective operation of the body.

Gender Pay Gap Report

Introduction

Aspers (Stratford City) Limited (Aspers Stratford) is part of Aspers UK Holding Limited (AUKH) and operates a Casino at Westfield Stratford City.

Aspers Stratford employs just under 500 people and is reporting on the gender pay gap as AUKH’s only site that falls under the reporting requirements of the Gender Pay Gap Information Regulations.

As part of AUKH, we are proud to be a socially responsible employer and are committed to equality of opportunity for all our employees, providing a safe and comfortable working environment.

This report provides information on the gender pay gaps at Aspers Stratford, looking at the causes for gaps and strategies that are used to narrow gaps.

Our basic data:

  • Ratio of male/female employees: 60/40
  • Total number of employees: 467

(Note: Tronc payments are excluded if they are outside company’s control.)

How we measure the pay gap

As an employer, we are looking at the gender pay gap and various aspects of the gap in keeping with the reporting requirements. We analyse the differences in the average pay between males and females, and the gender breakdown in the different roles employed by Aspers Stratford. The figures set out within the report have been calculated using the methodologies used in the Equality Act 2010 (Gender Pay Gap Information) Regulations 2017.

In line with legal requirements, please see the following Gender Pay Gap analysis for Aspers Stratford:

The difference between the MEAN hourly rate of pay of male full-pay employees and that of female full-pay employees.

Head Count Sum of hourly rate Standard Hourly Rate Mean Gender Pay Gap
Female 189 £2,139.86 £11.32   4.39%
Male 278 £3,292.06 £11.84

The difference between the MEDIAN hourly rate of pay of male full-pay employees and that of female full-pay employees.

FTE Median Row Number Median Hourly Rate Median Gender Pay Gap
Female 189 94 £10.53   4.79%
Male 278 139 £11.06

The difference between the MEAN bonus pay paid to male employees and that paid to female employees.

Bonus Total FTE Mean Bonus Payment Mean Gender Bonus Pay Gap
Female £25,496 41 £621.86   30.44%
Male £68,841 77 £894.04

The difference between the MEDIAN bonus pay paid to male employees and that paid to female employees.

FTE Median Row Number Median Hourly Rate Median Gender Bonus Pay Gap
Female 41 20 £300.00   0.00%
Male 77 38 £300.00

The proportions of male and female employees who were paid bonus pay.

FTE FTE with Bonus payments Percentage
Female 189 41 21.69%
Male 278 77 27.70%

The proportions of male and female full-pay employees in the lower, lower middle, upper middle and upper quartile pay bands.

Male Female
Lower Quartile 46% 54%
Lower Middle Quartile 54% 46%
Upper Middle Quartile 69% 31%
Upper Quartile 71% 29%

What's behind the pay gaps?

We actively look into the reasons for disparities in pay, and how we can close the gap. It’s important to remember that the data combines jobs where experience and seniority may be factors in pay levels.

We employ individuals in various roles; we have licensed gaming employees with a Personal Functional Licence, hospitality and valet employees, security employees, support roles, and management. We do identify a significant number of female employees in the low-skilled, lesser paid roles versus the specialised gaming roles that have the higher salary bands. Whilst this is reflective of the qualified applicants applying for the specialised gaming roles, we are committed to providing blended learning and development opportunities.

What we are doing to address the gender pay gap

We continue to be mindful of the gender pay gap and actively look at ways to address it through:

  • Recruitment – We have seen the number of female personnel remain static in comparison to the male representation. We recruit through a broad range of avenues and continue to encourage that third-party service providers put forward more female candidates for middle and senior management roles. The core business roles of experienced croupiers are predominantly male within the industry and as a business we are committed to actively recruiting for trainee croupier schools with a focus on female role attraction.
  • Flexible Working – As a 24/7 business (2019-2020) we offer a wide range of shift patterns and hours of work and will continue to promote this. The opportunity for flexible working options for those who may not want traditional working hours will continue to be promoted.
  • Learning and Development – We are committed to providing blended and e-learning learning and development opportunities.
  • Succession Planning – We shall continue to publicise success stories within the organisation so that we demonstrate equality, representing role models for all of our employees.
  • Benefits – The statistics documented show that the bonus and pay programme introduced over the time period has been a success and the company is committed to ensuring objective ways that bonus/pay rewards may be awarded.

Statement:

I confirm that the information and the data provided in this report is accurate as of 5 April 2020, which is the ‘snapshot’ date.

Signed:

Richard Noble

Director
Date of publication: 4 October 2021

Aspers Live first round terms and conditions

  1. Open to Aspers World members only, being 18 years or over.
  2. Aspers Live first round promotion is available at Aspers Casino Westfield Stratford City.
  3. This promotion runs every Friday and Saturday when live music is performed in Terrace bar, from 7pm until midnight.
  4. The Aspers Live first round offer is available to both members and non-members.
  5. When a table for four or more is booked through event bright, the person who’s name is attributed to the booking will receive their first drink order for free.
  6. Only the person who’s name is attributed to the table booking will receive the free drink, not their guests.
  7. The free drink can either be any house drink.
  8. This offer will only apply to the first drink ordered by the person who booked and not any drinks thereafter.
  9. The offer runs an hour before the acts start and during the acts performance.
  10. The offer ends once the nights act has finished performing.
  11. The promotional period may be extended or reduced at management discretion.
  12. Aspers reserve the right to withdraw or amend this promotion at any time, and the promotion may be revoked for any individual member at Aspers’ Management discretion.
  13. Any disputes must be raised with a member of the Aspers’ Management team.
  14. The promotion is not available to employees of the Aspers UK Holdings Limited group or anyone associated with the group or its employees.
  15. Aspers accepts no responsibility for any damage, loss, death or injury of any kind endured by the Aspers World member by way of redemption of the prize.
  16. Any guest who is barred or excluded from an Aspers’ casino premises will not be eligible to redeem the offer.

Electronic Roulette Tournament (Sunday 19th December 2021 @ 5pm)

Signification Conditions:

  1. In addition to these Electronic Roulette (ER) Tournament Rules, the ER Tournament is subject to Aspers General Promotion Terms
  2. The ER Tournament is open to Aspers World members by invitation only.
  3. Aspers World is open to all those aged 18 or over; photo ID required.
  4. The ER Tournament is free to enter; no purchase is necessary.
  5. The total prize pool for the ER Tournament is £1500.
  6. The ER Tournament will start on Sunday 19th December 2021 and run for one day only
  7. The ER Tournament will take place at 5pm
  8. Aspers reserves the right to withdraw or amend the ER Tournament and/or the ER Tournament Rules at any time, in accordance with the “fair and open” provisions of the Licence Conditions and Codes of Practice.
  9. The ER Tournament is not open to Aspers employees or members of their immediate family or household.
  10. Cash prizes only will be awarded throughout the ER Tournament.
  11. Any disputes regarding the operation of the ER Tournament must be raised immediately with a member of the Aspers management team.
  12. Any customer who is barred or excluded from the casino premises in which they are participating in a ER Tournament will not be eligible to win a prize under any circumstances.

Slots’ tournament Saturday 18th December 2021

Signification Conditions:

  1. In addition to these Slots’ Tournament Rules, the tournament is subject to “Aspers General Promotion Terms”.
  2. The Slots tournament is open to Aspers World members by invitation only.
  3. Aspers World is open to all those aged 18 or over; photo ID required.
  4. The Slots tournament is free to enter; no purchase is necessary.
  5. Slots’ tournament will take place on Saturday 18th December 2021.
  6. Qualification sessions will take place at Aspers Casino Westfield Stratford City on Saturday 18th December starting at 3pm.
  7. The final will be held Saturday 18th December 2021 at 5pm.
  8. Aspers reserves the right to withdraw or amend the tournament and/or the tournament final Rules at any time, in accordance with the “fair and open” provisions of the Licence Conditions and Codes of Practice.
  9. The Slots tournament is not open to Aspers employees or members of their immediate family or household.
  10. Any disputes regarding the operation of Slots tournament the must be raised immediately with a member of the Aspers management team.
  11. Any customer who is barred or excluded from the casino premises in which they are participating in a Slots tournament will not be eligible to win a prize under any circumstances
  12. Aspers accepts no responsibility for any: Damage, loss, death, or injury of any kind endured by the customer by way of Tournament participation.
  13. Any guest who is barred or excluded from an Aspers’ casino premises will not be eligible to redeem the offer.

Qualification Tournament: (Saturday 18th December 2021 15:00-16:00)

  1. Qualification Tournament sign ups will start at 12:00
  2. To take part participants must register at Aspers Casino Westfield Stratford Slots December booklet owner.
  3. (A maximum of) 12 Qualification Tournaments will be held between 15:00 and 16:00.
  4. Participants with the 12 highest score of the qualifying round will be eligible to claim the seat of the dozen seats available in the Slots Tournament final.
  5. In the event of a tie breaker, coin flip will determine the winner
  6. The winners for Qualification Tournament will be announced directly after the conclusion of the last round.

Slots Tournament Final

  1. The final(s) will take place from 17:00 onwards on Saturday 18th December 2021
  2. The winner of the final will be determined by high score.
  3. In the event of a tie breaker, a sudden death head-to-head playoff will be held to determine the winner.
  4. Participants will win the following prizes based on their finishing places: 1st Prize: £1000 cash, 2nd Prize: £300 cash, 3rd Prize: £200 cash.
  5. The winners of the Slots Tournament Final prizes will be announced directly after the conclusion of the Final Round. Host will take the winners to cash desk to collect their prizes.

INTELLECTUAL PROPERTY & CONSENTS

By entering this Promotion, you are consenting to our use of your entry to publicise this Promotion. This means that we may use all names, images, descriptions, photographs, video footage, and other information, which you have submitted on entry, in any media, without paying you any remuneration therefore and without any time restriction. You also agree that we may film, record or photograph you in connection with the competition and/or the Prize if applicable

Texas Hold’em high hand league table promotion.

  1. This High Hand League promotion will be played in Aspers Casino Westfield.
  2. Open to Aspers World members only, being 18 years or over.
  3. Aspers Poker Rules will prevail over any situation not covered in these rules.
  4. £1/£2 Texas Hold’em cash games and above are eligible for this promotion.
  5. The promotional prize pool is funded by taking £1 from every Texas hold’em pot over £20.
  6. No minimum number of players at the start of the hand.
  7. Any discussion of hand(s) during play may void promotion entry and any payment at management discretion.
  8. A qualifying hand to the Texas hold’em high hand league table includes any Four-of-a-Kind, straight flush, or royal flush in Texas Hold’em.
  9. Both players whole cards must be used to make the High-Hand.
    i.e., Board is ace of spade, ace of heart, ace of diamond, queen of clubs and four of spade (AAAQ4), and player’s holding is Ace of clubs and king of diamond (AK), Their high hand is Quad Aces with a King kicker Ace of spade, ace of heart, ace of diamond ace of clubs and king of diamonds (AAAAK).
  10. High Hand must be verified by a member of Aspers’ Management team before added to list of High-Hands.
  11. If a player makes multiple qualifying high-hands in the same month, only their best hand will be added to the Texas Hold’em High Hands league table. A player is only entitled to one entry per month.
  12. If tied hands of royal or straight flush, then top hands will be ranked by suit, in the following order:
    1. Spades
    2. Hearts
    3. Diamonds
    4. Clubs
  13. One or more high hands can be made in the same hand.
  14. The top 50 high hands of the month will win a share of the overall prize pool.
  15. Distribution of prize pool will be paid in a pay-out structure with a descending percentage from high to low based on top hands. 1st = 24%, 2nd = 14.25%, 3rd = 9%, 4th = 7%, 5th = 5.4%, 6th = 4.2%, 7th = 3.2%, 8th = 2.30%, 9th = 1.65%, 10th = 1.25%, 11th = 1.25%, 12th = 1.25%, 13th = 1.25%, 14th = 1.25%, 15th = 1.25%, 16th = 0.95%, 17th = 0.95%, 18th = 0.95%, 19th = 0.95%, 20th = 0.95%, 21st = 0.75%, 22nd = 0.75%, 23rd = 0.75%, 24th = 0.75%, 25th = 0.75% 26th = 0.65%, 27th = 0.65%, 28th = 0.65%, 29th = 0.65%, 30th = 0.65%, 31st = 0.55%, 32nd = 0.55%, 33rd = 0.55%, 34th = 0.55%, 35th = 0.55%, 36th = 0.50%, 37th = 0.50%, 38th = 0.50%, 39th = 0.50%, 40th = 0.50%, 41st = 0.45%, 42nd = 0.45%, 43rd = 0.45%, 44th = 0.45%, 45th = 0.45%, 46th = 0.45%, 47th = 0.45%, 48th = 0.45%, 49th = 0.45% and 50th = 0.45%.
  16. If there aren’t 50 participants within December, the prize pool will then be distributed among
  17. the number of qualifying hands.
  18. The top 50 winning members will be displayed within the poker room for five working days at
  19. the end of each month.
  20. At the end of the month, the winning cash amount will be deposited into each top 50 players’
  21. Asper’s account, which can be obtained at any time from the casino’s Cash Desk.
  22. The High Hand League promotion will operate in accordance with Asper’s casinos Standard
  23. poker rules and game procedures.
  24. Aspers Casinos Limited reserves the right to discontinue or change this League promotion at
  25. any time and for any reason, without notice.
  26. By participating in this High hand promotion you must be eligible to play legally in Asper’s
  27. casinos.
  28. By participating in this High hand Promotion, you agree to be contacted by us in relation to
  29. this competition.
  30. This competition is also subject to Aspers Casino Limited’s General Terms and Conditions.
  31. Aspers Casinos Limited is the sole arbiter of this competition and its decision is final and binding. No correspondence will be entered into.
  32. Promoter: Aspers Casinos, Westfield Stratford City, The Loft, Olympic Park, 312 Montfichet
  33. Road London.

SlotGuru App - Terms and Conditions

Aspers and The Casino MK cannot and will not be liable or responsible for your use of the SlotGuru App and any results. The SlotGuru app provides statistical machine volatility information but not does in any way predict your individual results. Please see terms and conditions of use at www.slotguru.net for further details. This does not affect your statutory rights. Please gamble responsibly.