All of our telephone staff have received specialist training and are all capable of accessing your full betting history and hopeful answering your initial enquiry. We find that virtually all disputes are resolved at this stage.
If you are unable to reach a satisfactory solution to your complaint at the initial stage, you can ask for your query to be escalated to a senior supervisor. They will then look into your complaint and come back to you within 36 hours.
Independent betting adjudication service
If you are still unhappy with solution offered by us you can contact the Independent Betting Adjudication Service (IBAS). Once you submit your complaint to IBAS they will ask us to provide any relevant information. The dispute will then be put in front of an independent panel of experts who will make a ruling. Regency Racing will always abide by a decision made by IBAS. IBAS rule on complaints about betting and gaming transactions but do not deal with service related problems. The details for IBAS are given below. Please note that IBAS need you to have already contacted the Customer Services Team before they will look at your complaint.
PO Box 62639
London EC3P 3AS
020 7347 5883
At Regency Tele-Bet we take care to ensure that the information you provide to us is protected and managed in accordance with the requirements of the Gambling Commission. This policy describes how information is gathered and used by Regency Racing in the operation of this website.
What information is collected?
The personal information you provide to us during the registration process and the subsequent records of your bets and account transactions are retained by us on our computer systems for the purposes of:
We do everything in our power to protect user-information you provide on account registration. All of our users’ information, not just sensitive information, is stored on servers in secure operating environments.
Your information will not be provided or sold to any third parties. Regency Racing will only disclose your personal information to other brands within Regency Racing, carefully selected suppliers that are engaged by Regency Tele-Bet to process the information on our behalf or otherwise as required by law or the requirements of any applicable regulatory authority.
Also Regency Racing may disclose your personal information to anybody investigating actual or suspected criminal activity (including the Financial Services Authority and the National Criminal Intelligence Service) or, in respect of any event which we are taking bets on, any demonstrable threat to the integrity of that event and/or rules of the relevant governing bodies (including the BHA in relation to UK horse racing, the ICC ACSU in relation to cricket and the UK football authorities in relation to UK football). In such event, Regency Racing will only disclose personal information which it deems to be necessary and proportionate to any such investigation and where it has been assured by such third party that it will be used in compliance with data protection legislation.
When opening an account, customers will be asked if they would like a password for account security purposes. If the customer declines to activate a password on the account, Regency Racing cannot be held responsible for any bets placed on the account that the customer later queries as not being placed by them. These bets will remain the responsibility of the customer. For account security purposes customers are advised to activate a password.
If a password is activated, and used subsequently by a third party, the responsibility remains with the customer for all bets on the account. It is the customers responsibility to ensure password details are kept private. If you lose, forget, or are concerned a third party has your password, you should call us to change your password immediately. Any bets placed on your account using your password will be your responsibility.
The maximum withdrawal limit per customer per day is £25,000.
Withdrawals to debit/credit cards typically take 2-5 working days. For example, if you withdraw on Friday, the earliest you should expect to receive your winnings is Tuesday, and by next Friday at the latest. This is the standard processing time issued by banks, and is out of our control.
When a withdrawal is in excess of £2000 (or currency equivalent), we may ask you to provide us with identification in line with Gambling Commission guidelines.
We are required by our licence to inform customers about what happens to funds which we hold on account for you, and the extent to which funds are protected in the event of insolvency
We hold customer funds separate from company funds. These funds are not protected in the event of insolvency. This meets the Gambling Commission’s requirements for the segregation of customer funds at the level : basic segregation.
If your account remains unused for any consecutive 6 month period then your account will be deemed to be Inactive.
Inactive accounts will have an administration fee of £5 or 5% (whichever is higher) applied on a monthly basis. This fee will be drawn down from your balance and displayed as “inactive account fee”. The monthly charge will be applied on the 28th day of the first month your account becomes inactive and that date thereafter.
Before deducting this fee, we will notify you (using the information you have provided) offering assistance should you wish to reactivate your account or draw down any funds owing.
If and when your account balance becomes zero, no further fees will apply and your account will be closed.
No fees will be applied to any Regency Active account holders.
It is against the law for persons under 18 to gamble. Regency Racing reserves the right to carry out age verification checks on account holders who use payment mechanisms that are known to be legitimately available to under-18’s. Regency Tele-Bet may also carry out age verification checks against a random selection of account holders regardless of the method of payment. Such checks will involve passing account holder information to third party agents. Anyone under the age of 18 found to be using our services will have their account closed instantly; winnings forfeited and will be reported to the police. The Licensee will return any money paid in respect of the use of its facilities. The return of any stakes is a Licence Condition imposed by Section 83(1) of the Gambling Act 2005.
Such procedures must include:
Views and news published by Regency Racing does not constitute betting advice and should not be treated as such.
To ensure our social media pages are enjoyable for all users please adhere to the following rules:
The following terms and conditions apply to content, promotions and tabs on Regency Racing Racing social media accounts:
Social Media Terms & Conditions