True and Fair statement

Confirming the clients activity


Unusual betting patterns on a clients account will result in one of our staff contacting the client to find out if these are valid bets.


Clients under the influence


In the event of unusual communications with a client via e-mail, sms or phone call that indicates that the customer is under the influence of alcohol or drugs our staff will be informed to freeze the clients account. The client will then be contacted by one of our staff to point out our company policy with regard to this matter.


Policies on suspected cheating, fraud or collusion


Security systems are installed on our software to prevent cheating, fraud and collusion. Each transaction has a serialised numerical transaction number with a full audit trail which maps to the customer's account. Each member has their own login and password.


It is our company policy to emphasise total quality management and part of that is for all staff to behave in an honest unbiased and even-handed way with all clients. Any preferential or special treatment for clients must be cleared with a manager (for instance a bonus for customers loyalty).


The back-office has been designed up to audit standard and a fully qualified accountant will monthly audit all of our betting accounts. Any discrepancies will be reported to the management and be dealt with swiftly. As a UK company we will also be open to a full audit of our systems at the year end.


Financing


Our practise is to keep the customers balances in an escrow account only withdrawing long-term profits from the company. For example a quarterly draw down on realised profits only. In this way our cash balance will always be higher than the clients account balance.


Rules


Our website www.pstbet.com carries a full set of rules under the section "info". There are simplified rules and a full set of rules. These have been complied with the web site products that are offered and simple but full explanations for our clients. In addition we have crosschecked our rules with other on-line UK licensed book-makers. For our foreign clients we provide full translations of all rules.


If a client complains our staff have a clear procedure.


1 We ask the client for a full description of the complaint i.e. when, how and why


2. Our staff then decide if this was an obvious error on our behalf and if so the problem is immediately remedied. However if the problem is not obvious our staff ask the client to wait no more than 24 hours for a solution.


3. The staff hand the problem to the line manager that decides what can be done to deal with complaint, they therefore may need to talk to technical or bet management staff. Should there be any doubt the problem is crosschecked with our rules.


4. The reply is given to the customer either stating why his complaint was upheld and correcting the problem or explaining clearly why the complaint is not upheld with cross-reference to the rules.


5 Should the client still dispute our manager decide if they should settle the dispute or take it to arbitration.


Fair and open practice of pstbet – Staff policy


• Staff are aware that we operate our clients accounts in an open and clear manner.


• There are no hidden charges


• All past transactions are visible


• No products are offered with our prior knowledge of the result (misleading time-outs etc)


• All bets are settled according to our rules and settled promptly


• Wins are to be credited promptly (within one hour of the result at the latest)


• Payments are to be sent out on request usually same day (unless a the week-end or after 4pm) in which case it will be the following banking day


• Where any of these policies are not met contact the manager at info@pstbet.com


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