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 UK Holdings Ltd, together with Aspers Group Limited form the ‘Group’, which provides land based services in casinos through various software and/or platforms.

   How to contact us

   3. 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. 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.
   18. 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).
   19. 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.

   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:

   2. 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.
   3. 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.

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 350 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: 341

(Note: Tronc payments are excluded as they are outside the 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.

Please note – the latest guidance issued by the UK Government has the potential to significantly impact our calculations as only 35 out of 341 employees comply with the criteria below:

“When to exclude full-pay relevant employees
You must not count any employee as a full-pay relevant employee if they are paid less than their usual basic pay or piecework rate, or none at all, because of being on leave during the pay period in which the snapshot date falls (the relevant pay period). They would still count as relevant employees. Exclude from your list of full-pay relevant employees, those on ‘leave’, and who are receiving less than full pay, including those on:

• annual leave
• maternity, paternity, adoption, parental or shared parental leave
• sick leave
• special leave
• furloughed leave under the Coronavirus Job Retention Scheme, unless their pay was topped up to their usual full pay
• any other forms of leave (for example, study leave or sabbaticals)”
• https://www.gov.uk/guidance/the-gender-pay-gap-data-you-must-gather

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 is (-27%)
• The difference between the MEDIAN hourly rate of pay of male full-pay employees and that of female full-pay employees is (-20%).

The mean gender pay gap for the whole economy according to the Office for National Statistics (ONS) Annual Survey of Hours and Earnings (ASHE) figures) is 7.9%, while the median gender pay gap for the whole economy is 15%.

We are dissatisfied with our gender pay gap, even though an argument can be made that it compares favourably with the wider economy, and we are committed to doing everything we can to reduce the gap. We are confident that our gender pay gap is not because we pay men and women differently for the same or equivalent work. Instead, our gender pay gap is because men and women work in different roles and those roles have different salaries.

• The difference between the MEAN bonus pay paid to male employees and that paid to female employees is (20%).
• The difference between the MEDIAN bonus pay paid to male employees and that paid to female employees is (28%).

Our mean and median gender bonus gaps appear to be significant at 20% and 28% respectively. However, if we convert these percentages to cash amounts, the actual total cash difference is below £250.

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

	Employees	Employees with Bonus payments	%
Female	135	3	2.22%
Male	206	2	0.97%

The impact of the COVID19 pandemic on the business performance of the Company is reflected in the percentage of colleagues receiving bonuses.

• • 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	87.5%	12.5%
Lower Middle Quartile	66.7%	33.3%
Upper Middle Quartile	55.6%	44.4%
Upper Quartile	55.6%	44.4%

What’s behind the pay gaps?

We actively investigate the reasons for disparities in pay, and how we can close the gap.

The mean at -27% and the median at -20% figures are not representative of the actual employee population and are reflective of a sample size (35 employees) which is merely 10% figure of the entire team of 341 colleagues.

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 third-party service providers to 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 – 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.

Statement:

I confirm that the information and the data provided in this report are accurate as of 5 April 2021, which is the ‘snapshot’ date.

Signed:

Director
Date of publication: 11 April 2022

Aspers Stratford 2 Cocktails for £15 offer terms and conditions

1. The promotion is open to all customers, being 18 years or over.
2. The promotion is only available on Thursdays and Sundays in May and June 2022, starting from 6th May 2022
3. The promotion is available in Terrace Bar at Aspers Westfield Stratford City only
4. The promotion can be extended or reduced at management discretion.
5. The promotion cannot be used in conjunction with any other promotion or offer
6. The promotion is available while stocks last
7. Aspers reserve the right to withdraw or amend this promotion at any time in line with licence conditions and codes of practice ‘fair and open provisions and responsible service of alcohol requirements
8. 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.
9. Any disputes must be raised with a member of the Aspers Management team.
10. The promotion is not available to employees of the Aspers UK Holdings Limited group, or anyone associated with the group or its employees.
11. Aspers accepts no responsibility for any: Damage, loss, death or injury of any kind endured by the customer by way of redemption of the promotion.
12. Any guest who is barred or excluded from an Aspers’ casino premises will not be eligible to redeem the offer.
13. In the event of any dispute, the managers decision will be final

Aspers Stratford £20 Prosecco offer terms and conditions

1. The promotion is open to all customers, being 18 years or over.
2. The promotion is only available on Friday’s starting 6th May 2022 and ending on 24th June 2022.
3. The promotion is available in Tanzi Bar and Terrace Bar at Aspers Westfield Stratford City only
4. The promotion can be extended or reduced at management discretion.
5. The promotion cannot be used in conjunction with any other promotion or offer
6. The promotion is available while stocks last
7. Aspers reserve the right to withdraw or amend this promotion at any time in line with licence conditions and codes of practice ‘fair and open provisions and responsible service of alcohol requirements
8. 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.
9. Any disputes must be raised with a member of the Aspers Management team.
10. The promotion is not available to employees of the Aspers UK Holdings Limited group, or anyone associated with the group or its employees.
11. Aspers accepts no responsibility for any: Damage, loss, death or injury of any kind endured by the customer by way of redemption of the promotion.
12. Any guest who is barred or excluded from an Aspers’ casino premises will not be eligible to redeem the offer.
13. In the event of any dispute, the managers decision will be final

Aspers Stratford Steak and Chips promotion (Buy a steak and side and receive a free £20 bet) terms and conditions

1. The promotion is open to all customers, being 18 years or over.
2. The promotion is only available on Tuesday’s starting 10th May 2022 and ending on 28th June 2022.
3. To qualify for the promotion the diner must order and be served a steak and any side dish from the main food menu in Tanzi Bar at Aspers Westfield Stratford City only
4. Both the steak and side must be ordered and served to the same guest as one meal to qualify for the free bet
5. The promotion is not available from the early bird and night owl menu
6. The promotion can be extended or reduced at management discretion.
7. Only one voucher can be issued per person per day
8. Guests can redeem their free bet voucher at live table games or the slot desk only
9. The free bet is not redeemable in Poker
10. The free bet voucher will contain an issue date and is only valid for the date shown
11. The free bet voucher can only be used on one product and cannot be split in to lower value bets
12. The £20 free bet will not be redeemed as cash or refunded in cash
13. The free bet voucher is not transferable
14. 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.
15. Any disputes must be raised with a member of the Aspers Management team.
16. The promotion is not available to employees of the Aspers UK Holdings Limited group or anyone associated with the group or its employees.
17. Aspers accepts no responsibility for any: Damage, loss, death or injury of any kind endured by the customer by way of redemption of the promotion.
18. Any guest who is barred or excluded from an Aspers’ casino premises will not be eligible to redeem the offer.

Aspers Stratford Football Bonanza promotion terms and conditions

1. Open to Aspers World members only, 18 years or over.
2. Promotion is called Football Bonanza and will be available at Aspers Casino Westfield Stratford City only.
3. The promotional period is Saturday 14th to Saturday 28th May 2021, 12pm to 5am each promotional day (BST), excluding Saturday 28th May, where the promotional period ends at 6pm (BST).
4. Aspers World members who enter the Casino and visit Guest Services, can collect:
   • a) one scratchcard per day over the promotional period
     • Excluding Saturday 21st, Sunday 22nd, Friday 27th and Saturday 28th May when Aspers World members can collect two scratchcards per day
   • b) one prize draw entry per day over the promotional period
5. Participating guests scratch their scratchcard to reveal if they have won a prize or have a no-win scratchcard.
6. There are five prize types available, as follows:
   • Pair of tickets for Soccer Aid for UNICEF 2022, London Stadium, 12th June (50 available to be won)
   • Mitre Delta Replica FA Cup Football or a ball of equivalent value (150 available to be won)
   • Free house drink for guest and one friend, including: soft drinks, draught beers, wines and spirits (500 available to be won)
   • £5 free bet, that can be used on slots and electronic machines only, must be wagered at least once and cannot be exchanged for cash (500 available to be won)
   • Mini table football set (150 available to be won)
7. Guests can redeem their scratchcard prize by taking their winning scratchcard to Guest Services.
8. Guests have until 2pm Sunday 29th May to redeem their scratchcard prize.
9. Aspers World members can collect a maximum of 10 scratchcards over the full promotional period
10. Any unclaimed scratchcard prizes will be forfeited.
11. Scratchcards not issued during the promotional period will be void, including any associated prizes.
12. For each day of the promotion, Aspers World members can also receive one entry into the prize draw from Guest Services, for a chance to win the 3-night Helsinki trip for four people to the UEFA Super Cup.
13. Participating guests need to retain one half of each entry ticket and bring them to the prize draw. To be entered into the draw, guests must add the other half of their entry tickets into the tombola by Guest Services.
14. Prize draw will take place on Saturday 28th May at 7pm. To participate in the draw, guests must enter their prize draw tickets (as described above) by 6pm on the prize draw evening.
15. One winner will be drawn at random from the tombola and the winning ticket number announced. That guest will win the 3-night Helsinki trip to the UEFA Super Cup for them and 3 friends. The prize details are as follows:
    • Return direct international flights from London Heathrow to Helsinki with Finnair
    • Private executive airport transfers
    • 3 nights' accommodation with breakfast at Lapland Hotels Bulevardi
    • Category 1 Tickets for UEFA Super Cup Final
    • Tasting Menu with paired wines at Olo Restaurant
    • Private Food and Beer Tour of Helsinki
16. With regards to the 3-night Helsinki trip for four people to the UEFA Super Cup, detailed in clause 14, the following details apply:
    • It is the prize winner’s responsibility to ensure they satisfy the criteria for entry to any overseas event, including covid regulations, passports and visas
    • The prize is transferable to another adult if the prize winner is unable to make the trip
    • The prize is not transferable for cash
    • Prize winners must be 18 or over
    • Prize to be claimed within 2 weeks of the competition draw by contacting richard.gillham@rjsevents.com
    • Winners will be responsible for satisfying entry requirements to the destination country, including Covid-19 vaccination and testing requirements and passport / visa requirements
    • Cancellation due to Covid-19 – if UK or overseas government restrictions result in the event not going ahead on the original date we will, in the first instance, rearrange the equivalent trip for the new event date. If that is not possible, we will endeavour to provide an alternative prize of equivalent value that is acceptable to the prize winner
    • Cancellation by the winner due to Covid-19 – if a winner contracts Covid, tests positive or is unable to travel due to personal interaction with the disease, the trip is non-refundable. RJS Event Group Ltd will make every reasonable effort to arrange an alternative trip for a later date but will not be liable for additional costs if we are unable to do so
    • Travellers should arrange adequate insurance to cover this eventuality
17. Participating guests must be present on the night of the draw to be able to claim the prize if their number is called out.
18. When a winning number is called out, the participating guest with that number will have one minute to make themselves known and claim the prize.
19. If the participating guest with the winning number is not present or does not make themselves known after one minute, there will be a re-draw. This process will be repeated until the winning customer is identified.
20. There are no cash alternatives for prizes.
21. Any guest who is barred or excluded from the premises under any circumstance will not be eligible to participate in the promotion or be allowed to claim any prize.
22. Before the promotion commences, the promotional period may be extended or reduced at management discretion.
23. Before the promotion commences, 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.
24. Any disputes must be raised with a member of the Aspers’ Management team.
25. The promotion is not available to employees of the Aspers UK Holdings Limited group, or anyone associated with the group or its employees.
26. Aspers accepts no responsibility for any damage, loss, death, or injury of any kind endured by the winners and or their guests by way of redemption of the prize.

Aspers Stratford Free Evening parking promotion terms and conditions

1. The promotion (free evening parking) is open to valid Aspers World members in the Giraffe and Elephant tiers only, being 18 years or over.
2. To qualify for the promotion an Aspers world member must have a registered gaming visit on the same day as the car park ticket redemption.
3. Aspers World Members deemed to be only using the promotion for “free evening parking” and not visiting the Aspers venue to use its facilities will be removed from the promotion.
4. Free car parking will be available at Aspers Westfield Stratford City (ltd) parking in carparks owned and operated by Westfield Stratford City
5. Free evening car parking will only be available to guests validating their parking after 19:00 until close of the casino each day
6. The validation will cover up to 24 hours of parking only, any additional costs will be at the members own liability
7. The promotional can be extended or reduced at management discretion.
8. Only one parking validation can be issued per person per day.
9. Guests can redeem their car parking validation, at Guest Services, Aspers Westfield Stratford City.
10. This promotion is only valid on presentation of a valid Giraffe or Elephant membership and the provision if the car registration number to enable the parking validation to be processed.
11. Car parking validation will not be redeemed as cash or refunded in cash
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 customer by way of redemption of the promotion.
16. Any guest who is barred or excluded from an Aspers’ casino premises will not be eligible to redeem the offer.
17. The terms and conditions of parking are available at the car park entrance. The carpark is owned and operated by Westfield Stratford City and not Aspers Casino. Any issues with regard to the carpark are to be raised with Westfield Stratford City

Aspers Stratford April 2022 match play terms and conditions

1. Open to Aspers World members only, being 18 years or over.
2. The match play offer is available at Aspers Casino Westfield Stratford City.
3. The promotional period will commence at 10am on Monday 4th April and cease at 5am on Sunday 10th April 2022, with the offer being valid each of the seven (7) days from 10am to 5am.
4. Invited guests will receive an email or a SMS from Aspers Casino Westfield Stratford of a match play offer of up to £50 on Wednesday 30th January 2022. Within the communication, guests receive a code which they can bring on their mobile or print out and redeem at the Slots Desk, any time from 10am Monday 4th April to 5am Sunday 10th April 2022. Once redeemed at the Slots Desk, guests will receive a match play ticket to a guest’s requested amount, in multiples of £5, for use on any slot machine or electronic roulette terminal.
5. This promotion is only valid on presentation of the relevant, qualifying match play voucher.
6. The offer cannot be redeemed as cash. If the full promo ticket is not played, a guest will have 30 days to use the ticket.
7. The promotional period may be extended or reduced at management discretion.
8. 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.
9. Any disputes must be raised with a member of the Aspers Management team.
10. The promotion is not available to employees of the Aspers UK Holdings Limited group or anyone associated with the group or its employees.
11. Aspers accepts no responsibility for any: Damage, loss, death or injury of any kind endured by the customer by way of redemption of the prize.
12. Any guest who is barred or excluded from an Aspers’ casino premises will not be eligible to redeem the offer.

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.

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 (A♠A♥A♦Q♣4♠), and player’s holding is Ace of clubs and king of diamond (A♣K♦), 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 (A♠A♥A♦A♣K♦).
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

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