Law and Disorder Policy
Muscular Dystrophy UK (MDUK) conducts their raffles and lotteries through CFP Lottery & Raffles Ltd – a registered External Lottery Manager (ELM) licensed by the Gambling Commission.
Our ELM (CFP Lottery & Raffles Ltd) operates from secure premises. They operate an online platform which complies with all relevant codes and remote technical standards. They keep a record of all tickets that have been distributed. They are able to provide address details and details of any monies sent in for tickets received.
Our External Lottery Manager processes all entries and handles all monies received for a lottery. All monies are paid directly into MDUK’s bank account, and banking reports are issued by our External Lottery Manager on a weekly basis.
MDUK will send cold recipients no more than a maximum value of £20 worth of tickets.
Extra tickets will not be made available to players until all monies have been received for existing tickets within that draw.
MDUK will refuse to be associated with any proposed lottery scheme or other gambling activity that may breach the law; or to contract with any contractors or agents who MDUK suspects may be associated with any potential or actual criminal activities.
MDUK will require suppliers and contractors to ensure that all staff and contractors who are likely to be engaged with MDUK to obtain relevant references.
MDUK will monitor their staff and self-employed agents on an ongoing basis, particularly regarding their direct or indirect association with potential criminal activities.
MDUK will expect that any suppliers or consultants who are associated with their lottery/ raffle will report any potential and actual criminal activities as soon as possible and will ensure that any actual or suspected criminal activities is reported to the police.
MDUK staff involved in promoting lotteries/ raffles or selling lottery/ raffle tickets face to face or via telephone will be trained to a satisfactory standard to ensure compliance with MDUK gambling policy and procedure.
Fair and Open Draws
Muscular Dystrophy UK will only use gambling software (a Random Number Generator (RNG)) produced by CFP Lottery and Raffles Ltd who have been licensed by the Gambling Commission to manufacture, supply, install or adapt gambling software to promote a lottery/ raffle.
All draws are conducted at the ELM premises (CFP Lottery & Raffles Ltd) in plain sight of staff and ourselves.
Speed prize draws (e.g. super seller and fast replies) will be drawn before any ‘main’ prize draw takes place. All speed prize draw entries will then be added to the ‘main’ prize draw.
MDUK will not accept liability for any incomplete, damaged, illegible entries. In such cases monies associated with tickets will be treated as donations.
Any ticket payments received after the closing date of the draw will be treated as donations.
Winning numbers associated with the raffle will be published on MDUK website and shall also be available by contacting our Supporter Care Team.
Rules are published on the Charity Name website and on the reverse of raffle tickets. Printed versions of rules are available on request.
Player’s Queries and Complaints Procedure
Telephone complaints
Our ELM’s advisers (CFP) handle initial complaints and queries and will complete a log sheet detailing the caller’s and advisor’s contact details, the nature of the complaint and steps taken to resolve the complaint.
If an initial complaint cannot be resolved, we are notified immediately of the issue and will resolve it internally.
In the event that a telephone or online complaint cannot be resolved by the External Lottery Manager or representatives of MDUK, third party arbitration will be provided via the Independent Betting Adjudication Service (IBAS). Independent Betting Adjudication Service, PO Box 62639, London, EC3P 3AS, 020 7347 5883, adjudication@ibas-uk.co.uk.
All general queries will be logged and held for future reference. Our ELM (CFP) will retain these telephone log sheets for three years.
Written Complaints
Our ELM’s administration team (CFP) will respond to complaints and queries within 48 hours of receipt.
The subsequent logging and resolution procedure is the same as that of telephone complaints.
Complaints log sheets and written complaints are retained by our ELM (CFP) for three years.
In the event that a written complaint cannot be resolved by the ELM (CFP) or representatives of Muscular Dystrophy UK, CFP will provide free third party arbitration via IBAS.
All general queries will be logged on the log sheets by the ELM (CFP) and held for future reference.
MDUK will review all feedback and complaints on an ongoing basis so that we may address them, where possible. All lotteries will be reviewed in full at the end of each activity so any learning and issues can be reviewed and considered for future draws.
Protecting Children and Vulnerable People
The following procedures are designed to exclude underage players (those under 16 years old) from participating in lotteries promoted by Muscular Dystrophy UK:
On all cold data used, it is requested that all persons under 16 years of age are excluded from the list before being supplied for the use of our lotteries.
Where possible we check our database to ensure persons are above the legal age limit before data is supplied for the use of a lottery.
The minimum age for play is detailed on the back of all tickets and entry forms produced.
Chances may only be purchased once the player has self-certified that they are over 16 years of age.
Any player who provides dishonest information regarding their age automatically forfeits the right to any prize.
Any player that is found to be under 16 years of age will have any monies paid in relation to the lottery returned to them.
If in doubt, Age Verification software will be used to ascertain the age of the entrant.
Winners aged under 18 years old will receive cash prizes only, no alternative prize will be offered or provided.
Any portals for remote customers will carry a warning before chances are purchased stating that underage gambling is an offence. Customers will then be required to confirm they are of legal age.
The age verification system will be reviewed regularly and we will implement all reasonable improvements that may be made as technology advances and information improves.
Website will permit filtering software to restrict the access to relevant pages.
Responsible Gambling / Problem Gambling Procedure
The following procedures have been put in place to encourage people to gamble responsibly and seek help should gambling become a problem:
Our website carries information encouraging people to gamble responsibly, and recognise the signs of problem gambling. We also include the National Gambling Helpline and gambleaware.co.uk website details for people to refer to should they need further help.
The National Gambling Helpline number and Gambleaware.co.uk website address is included on all tickets and entry forms to lotteries as well as our website address that includes information on gambling.
Players can request a self-exclusion to be added to the Muscular Dystrophy UK database so that they are removed from further addressed lottery communications including post, telephone, email and SMS. All self-exclusion requests along with the date of the request will be captured on to the record on the Muscular Dystrophy UK database and will be in place for a minimum of six months. All reasonable steps will be taken to prevent any self-excluded individuals participating.
Staff are trained on self-exclusion and will signpost counselling and support services.
Where player behaviour indicates problem gambling they will be contacted by our Supporter Contact Team under supervision of senior management and will follow procedures for this contact.
A restriction of 60 tickets per customer will be in place unless customer interaction occurs. Without customer interaction chances will not be entered in to the draw. Interactions will be recorded and where the tickets are purchased beyond the limit, records will be kept for 3 years.