Responsible Gaming

Our Commitment

Goodwin N.V., operating the platform accessible at snatch.me.uk, is committed to the promotion of responsible gaming practices across all aspects of its operations. It is acknowledged by the Company that gambling, when conducted irresponsibly, may result in adverse consequences for individuals and their families. In accordance with applicable regulatory requirements and the Company's internal governance framework, a comprehensive responsible gaming programme has been established and is maintained to ensure that all customers are afforded adequate protection and support.

All staff engaged in customer-facing roles are required to undergo training in the identification of problem gambling behaviours. The Company reserves the right to impose restrictions upon any account where indicators of harmful gambling conduct are identified, irrespective of whether a formal request has been submitted by the account holder. The welfare of customers is regarded as a primary operational priority, and all protective measures are administered in a consistent and impartial manner.

Problem Signs

The following behavioural indicators have been identified as potential signs of problem gambling. Customers, as well as persons acquainted with customers, are encouraged to consider whether any of the following criteria are applicable:

Gambling activities are conducted with funds designated for essential expenditure, including household bills, rent, or food, thereby resulting in financial difficulty.
Repeated unsuccessful attempts are made to reduce, control, or cease gambling behaviour, despite an expressed desire to do so.
An escalating pattern of wager amounts is observed, whereby larger sums are staked in an effort to recover previous losses or to sustain a desired level of excitement.
Concealment of gambling activities from family members, colleagues, or other persons is practised on a regular basis, accompanied by dishonesty regarding the extent of financial losses incurred.
Feelings of restlessness, irritability, or distress are experienced when gambling is not engaged in, or when attempts to reduce gambling are undertaken.
Gambling is used as a primary mechanism for the alleviation of negative emotional states, including stress, anxiety, depression, or personal difficulties.

Self-Ban Options

Voluntary self-exclusion facilities are made available to all registered customers of snatch.me.uk. These mechanisms are designed to provide effective protection for individuals who have identified a need to restrict or terminate their access to the platform.

The following self-exclusion options may be requested by any account holder:

Temporary Account Suspension: A suspension of account access may be applied for a defined period, during which the ability to place wagers, make deposits, or access gaming content shall be disabled.
Permanent Self-Exclusion: A permanent exclusion may be requested, resulting in the irreversible closure of the customer's account. Upon the application of permanent self-exclusion, the account shall not be reopened under any circumstances for a minimum period of five years.
Cooling-Off Period: A short-term cooling-off period of not less than twenty-four hours and not exceeding thirty days may be applied at the customer's request, during which all gambling activities shall be suspended.

Requests for self-exclusion are to be submitted in writing to the Customer Support team. Upon receipt of such a request, the exclusion shall be implemented within a reasonable timeframe not exceeding twenty-four hours. During any active exclusion period, marketing communications shall not be directed to the excluded individual.

Setting Limits

A range of financial and temporal limitation tools is made available to all registered customers. These instruments are intended to assist customers in maintaining control over their gambling activity and expenditure. The following limitation mechanisms may be configured through the account management interface or by contacting Customer Support:

Deposit Limits: A maximum deposit threshold may be established on a daily, weekly, or monthly basis. Once a limit has been set, it shall take effect immediately and may not be increased without a mandatory waiting period of not less than seven days.
Loss Limits: A ceiling on net losses may be imposed for a specified period, after which wagering activity shall be suspended until the commencement of the subsequent period.
Wager Limits: A restriction may be applied to the maximum stake permissible per individual bet or gaming session, regardless of the game type engaged in.
Session Time Limits: A maximum duration for individual gaming sessions may be established, upon the expiry of which the customer shall be automatically logged out of the platform.
Reality Checks: Periodic notifications may be configured to alert the customer to the duration of their current gaming session and the net financial outcome thereof.

All limit reductions shall be applied immediately upon request. Requests for limit increases are subject to a mandatory reflection period prior to implementation, in order to ensure that such decisions are considered and intentional.

Getting Help

Professional assistance for individuals affected by problem gambling is available through a number of recognised support organisations. Confidential counselling, financial guidance, and therapeutic services are offered by dedicated entities operating within the field of gambling harm reduction. It is strongly recommended that individuals who identify with any of the behavioural indicators described herein seek independent professional support without delay.

Support services are accessible to both the individual experiencing gambling-related difficulties and to family members or persons close to those affected. Services offered by specialised organisations typically include telephone helplines operating on a twenty-four-hour basis, online chat support, face-to-face counselling, and structured treatment programmes. All such services are provided in a confidential and non-judgmental environment.

The Company does not endorse any particular third-party organisation; however, customers are encouraged to seek assistance through nationally recognised gambling support bodies operating within their jurisdiction of residence. Information regarding available resources may be obtained by contacting the Customer Support team directly.

Contact

All enquiries pertaining to responsible gaming, self-exclusion requests, account limitations, or related matters are to be directed to the designated Responsible Gaming department. Communications shall be treated with strict confidentiality and shall be responded to in a timely and professional manner.

Responsible gaming inquiries: [email protected]