As NEW ORIENTAL CLUB88 CORPORATION is committed to responsible gambling and take our customers and our social responsibility very seriously. It’s products are designed for your entertainment and enjoyment, and we are committed to providing a secure, fair, and socially responsible service. We want you to enjoy our products safely and responsibly
The Corporation believes in a firm but fair approach to responsible gambling. We offer a range of advice and options to help manage your gaming and ensure that everyone who enjoys our service can do so in as safe a way as possible.
Responsible gaming is a serious matter and if you feel like gambling is becoming a problem, help is readily accessible. Our customer service staff are available to listen and to support you in keeping control, and our customer hotline or website is readily available.
The Corporation believe that gambling should always be an enjoyable leisure activity. Remembering these simple tips can help make sure your gambling does not become a problem to customers.
1. Gambling should be entertaining and not seen as a way of making money.
2. Bet sensibly and never chase losses.
3. Only gamble what you can afford to lose.
4. Monitor the amount of time you spend playing.
5. Balance gambling with other activities. If gambling is your only form of entertainment, think about whether you are still having fun.
6. Take regular breaks from gambling. Gambling continuously will cause you to lose track of time and perspective.
7. Do not gamble when under the influence of alcohol or any substance/circumstance that may impair your judgment or when you are upset or depressed.
8. Think about how much money you spend gambling. You can track your activity in your bet history.
9. If you need to talk to someone about a gambling problem, the Corporation’s customer hotline or website is readily available.
A quick and easy Responsible Gaming Quiz is available to help one figure out where he is at with his playing. This can be accessed at https://www.responsiblegambling.org/for-the-public/safer-play/self-assessment-quiz/
Gambling might become a serious problem. We offer a self-exclusion option that can be easily implemented by a customer's request.
To self-exclude from accessing the Corporation’s products:
1. Please contact Customer Services and give clear written instructions of the self-exclusion measure, and the period of exclusion one would like implemented on a specific account.
2. Before sending a request for self-exclusion, make a withdrawal of funds from the gaming account with the Corporation to the mobile wallet.
3. It is the Corporation’s policy not to suspend or exclude any accounts before all available funds have been withdrawn from the account in question.
4. Ensure that in your written request, a copy of ID, full name, and the mobile number used to register the gaming account are provided. In the self-exclusion request, declare that the mobile number, which is a unique identifier for one’s account, is registered in the customer’s name by the mobile services operator.
5. Where the withdrawal has been effected and all the above information and documentation has been received, then the account may be suspended within a period of five (5) business days.
6. The customer ought to be diligent to ensure that the withdrawal has been made from his gaming account and all the information and documentation above has been sent in full.
7. Once the self-exclusion application is made, the customer is advised not to place any bets as that would cancel the existing application. Any running bets placed prior to self-exclusion applied will continue to be in place and any winnings will be credited into the customer’s account as soon as the event is settled.
8. Once a customer make an application to self-exclude, or communicate with the Corporation’s customer service team via email, the customer shall refrain from accessing his account under any circumstance. In circumstances where this is not possible, the Corporation will contact it’s customer for the sole purpose of obtaining alternative refund method details. Refunds to such alternative method shall be processed subject to it being successfully verified.
Access to account and the Corporation’s games and services will be restricted throughout the self-exclusion period, or permanently if permanent self-exclusion was applied.
Automatic lapse: Where six (6) months lapse with no transactions in a customer’s account, the account will lapse automatically.
Once self-excluded, the customer will not be allowed to register a new account. Any request for a new account during self-exclusion period in force will be declined. Where a new account belonging to a self-excluded customer is detected, it will be suspended and closed immediately.
At the end of the exclusion period requested by the customer, self-exclusion applied will remain in place and continue to be in force for a minimum of seven (7) years, unless a customer takes positive action to gamble again by requesting the exclusion to be removed and/or the account to be re-activated.
The customer MUST contact Customer Services by email only after the period has expired to re-activate and to regain access to the account and be able to place bets. Any other requests (other than by email) will not be considered (the Customer will be requested to send a written request after the request via telephone has been made).
The Corporation reserves the right to exclude a customer for a longer period at our discretion. This may include instances where the Corporation is informed by legitimate sources (e.g. regulators or other authorities, authorized professional organizations, authorized medical professional etc.) that may warrant extension of a customer's self-exclusion period.
a) If you want to close your account, he must inform the Corporation in writing. Any activity on his account will remain his responsibility up to the point of actual account closure.
b) Any other requests (other than written requests) will not be considered, and the customer will be requested to send a written request after the request via telephone has been made.
c) Before sending a request for account closure, make a withdrawal of funds from the gaming account to the mobile wallet.
d) It is the Corporation’s policy not to close any accounts before all available funds have been withdrawn from the account in question.
e) Ensure that in your written request, a copy of ID, full name, and the mobile number used to register the gaming account are provided. In the account closure request, one will need to declare that the mobile number, which is a unique identifier for your account, is registered in the customer’s name by the mobile services operator.
f) Where the withdrawal has been effected and all the above information and documentation has been received by the Corporation, then the account may be suspended within a period of five (5) business days;
g) The customer ought to be diligent to ensure that the withdrawal has been made from his gaming account and all the information and documentation above has been sent in full.
h) If one wishes to resume the use of the Service, he will be required to open a new account in accordance with the Corporation’s Terms.
i) The Corporation may withhold any outstanding balance or outstanding bet settlements in respect of one’s account in accordance with the terms under Prohibited Acts, Errors and Palpable Errors following our review of your account activity.
j) The Corporation will endeavor to effect self-exclusion or account closure requests within the shortest period business of it’s receipt, during which period it will undertake due diligence on the account activity. This due diligence exercise applies to all self-exclusion requests and may delay the turnaround time for effecting such requests.
The Corporation may receive problem gambler or problem gambling related information concerning our customers from third parties from time to time. Such information will be acted upon ONLY IF they are received directly from the following legitimate third parties:
a) Regulators or other similar authorities.
b) Authorized professional organizations that help and provide support to problem gamblers;
c) The customer's authorized medical general practitioner; or
d) Information received from any other third parties will be afforded due consideration but will not be acted upon in isolation. Activities of a customer who has been reported as problem gambler by such third parties will be monitored to establish if the person displays any signs of gambling problem. Whilst the Corporation recognizes that information may be provided by such third parties with good intentions and for appropriate reasons, it may not always be the case. Rather than acting solely based on unverified information received, the Corporation will undertake appropriate monitoring and assessment of suspected problem gamblers to identify if the reported customer is potentially a problem gambler. The Corporation will not, at any point, discuss and/or disclose any aspect of customer's account with such third parties (related or otherwise).
It is illegal for anyone under the age of eighteen (18) to gamble. The Corporation takes its responsibilities to prevent access by persons under the permitted age very seriously. It reserve the right to carry out verification checks to ensure that all account holders are at least eighteen (18) years old and may suspend an account until adequate verification is received.
It is unlawful to allow minors to gamble and the Corporation asks its customers to do their part in ensuring that this does not happen. The Corporation requests all its customers, and in fact it is the responsibility of its customers, to ensure that their account is not used for under aged gambling. Some suggestions on how to make sure this does not happen are provided below:
a) Do not leave your computer unattended when logged on to the Corporation’s website.
b) Make sure to logout when you leave the Corporation’s website.
c) Do not share your Mobile Money account details.
d) Do not leave the "Save Password" option enabled.
e) Create separate computer profiles for children.
f) If one knows a registered user below the lawful age, please contact the Corporation’s customer hotline or website.
The Corporation endeavors to make a customer's experience an enjoyable one. However, there may be occasions where a customer feels dissatisfied with the quality of the Corporation’s product/s or its customer service. A customer may raise a complaint by sending an e-mail to the Corporation’s Customer Service.
The Corporation will endeavor to handle complaints as soon as practicable. It requests its clients to be patient with the internal processes owing to the number of requests it receives daily, system upgrades, changes requested by the regulator and new instructions from customers.
A complaint shall be deemed to have been submitted in a valid manner when it contains clear information regarding the customer's identity and gives all relevant details giving rise to the complaint.