Gaming in our venues is intended to be a fun and enjoyable leisure experience. We aim to ensure our customers are protected from the harms associated with problem gambling. We employ a range of measures to prevent our customers suffering from gabling related harms and provide signposts to the best sources of help.

Following some of the tips below can help you to gamble safely:
• You’re buying fun and entertainment, not investing money
• You should only spend money you can afford to lose
• Before you play, set some limits on money or time
• Don’t let gambling become a priority in your life
• Playing within your means is likely to be fun and exciting
• Don’t gamble when you’re upset or looking to escape from pressure

If you think you or someone you know is affected by gambling, please visit gamcare.org.uk, the UK’s national provider of free information, advice and support for anyone affected by problem gambling.

Q – What is the biggest Jackpot I can win?
A – The biggest jackpot on offer is £500, with other jackpots ranging from £5 to £100! But don’t forget you can take part in other free games and raffles to coincide with major national and sporting events (subject to availability at selected clubs).

Q – Do you have a loyalty scheme?
A – We like to reward our loyal customers. At present most of our venues offer Cherry Nation Rewards scheme to our customers, we’re rolling this out to all clubs in the near future, just ask for details or check out our dedicated Cherry Nation page.

Q – What games and machines are available at Game Nation?
A – We’re continually investing in the latest new machines from SG, Inspired Gaming, Blueprint, Novomatic and many more, and we have Book of Ra, Lucy Lady’s Charm, The Legend of Ching Shih, Galactic Cherries, Roaring Wilds, Luck of the Irish, and many many more! If you’ve seen it on a machine at Bingo, in a Bookies, or in a Casino then we’ve probably got it!

Q – I’ve never played before, what do I do?
A – Head down to your nearest Game Nation Slots Club and say hi to one of our friendly hosts. You don’t need to be a member to come into our club. We can explain how everything works and make sure you have a great time at the home of gaming entertainment – you can stake between 10p and £2 and win up to £500. When you’re ready we can help you sign up for Cherry Nation rewards, so you can receive exclusive welcome offers straight to your phone and keep up to date with the latest game releases and machine arrivals. Remember you’ll need to be over 18 to visit one of our clubs, and if you look under 25 we do need to ask you to bring some ID with you.

Q – What happens if I sign up for Cherry Nation Rewards, will you bombard me with messages or sell my data.
A – All our data is secure, and only accessible to selected members of our team who send exclusive offers and updates. No data will be sold on to a third party. For more information, please see our Privacy Policy below.

Q – When are you open?
A – Most of our clubs are open 24 hours every day of the week, but click here to search for your local club to check.

Q – I’ve got another question!
Don’t worry, you can always ask one of our friendly team members at any of our clubs and they’ll do their best to help you, but you also email us at info@game-nation.co.uk and we’ll aim to respond to you within 72 hours.

If you have a complaint or dispute about the outcome of a gambling transaction or would like to make a comment about the quality of service at our venues, good or bad, please speak to a member of our venue team who will try to resolve matters or note your feedback.

Your complaint/comment will be electronically recorded on our systems. If you have an issue that is not resolved within venue, it will then be escalated to our management team who will respond within 3 working days, and you will be sent an acknowledgment email with a unique reference code.

You can also log your complaint/comment via the same system directly here.

If you prefer to correspond in writing, our contact details are below:

Customer Care
City Gaming Limited
4 Cavendish Square
London
W1G 0PG

If you have a made a complaint and are not satisfied with the outcome of the investigation, then you have the option to take the complaint to our alternative dispute resolution (ADR) service provider:

CEDR (Centre for Effective Dispute Resolution)
applications@cedr.com
020 7520 3800

For details of the company operating a specific venue please refer to the House Rules poster or contact us via info@game-nation.co.uk

UPDATED AUGUST 2022

GAME NATION REWARDS SCHEMES

Game Nation operates Cherry Nation Rewards across many of its venues.  Features of the scheme include SMS promotions, mobile phone apps (iOS and Android), physical and digital membership cards, and the ability to tap in and collect Points when visiting venues to claim additional promotions and offers.  Cherry Nation Points do not have any monetary value. Customers may only register once for Cherry Nation Rewards.  For full details please review the Cherry Nation Rewards Terms & Conditions listed on this website.  The promoter is City Gaming Limited. The conditions below apply to all rewards schemes and promotions.

FREE SPINS – CASH MATCH FREE SPINS AND PURE FREE SPINS

All Cash Match Free Spins promotions are subject to an equivalent customer spend. Staff will match the value of the customer deposit advertised for that promotion using cash or electronic means.  Pure Free spins promotions are not subject to an equivalent customer spend.  Free Spins must be played through and not cashed out.  Cash Match Free Spins and Pure Free Spins may be restricted to specific machines or games at the discretion of the venue team.  Unless otherwise stated Free Spins will not be provided on roulette games.

PRIZE DRAWS AND IN-VENUE ACTIVITIES

Where prize draws and in-venue activities are available, these may be subject to specific terms and conditions. 

No purchase or gambling activity is required to take part in any prize draw or in venue activity.

TOURNAMENTS

Tournaments may be offered on selected days on selected games, please see in-venue publicity materials for details.   No purchase or gambling activity is required to enter a tournament.  Only one entry is allowed per customer per day.  Each customer entering a tournament is provided with a nominal credit equivalent to £50 and allowed to play the game for a maximum of 5 minutes.  At the end of the tournament session, the customer’s score (credit balance) will be recorded, usually through the issue of a ticket.  The three highest scores for each day will be publicised in venue.  Entry into any tournament indicates agreement by the customer for that venue to display their name and score.  Customer scores (credit balances) have no cash equivalent value and may not be exchanged for cash.

GENERAL

City Gaming Limited reserve the right to amend or vary terms and conditions or cancel any promotion or promotional activity.  Venue management reserve the right to refuse entry to the premises or participation in any promotion.

All Cash Match Free Spins or Pure Free Spins must be played through.  Customers are not allowed to collect a bank sum from any machine where the sum or part sum of the bank amount is funded by a promotion.

Customers must provide their name and sign to claim any promotion and may be asked to verify their phone number to confirm the validity of a speific promotion.

Fraudulent activity or abuse of promotions or rewards schemes may result in exclusion or suspension from the promotion, rewards scheme, or any or all venues operated by City Gaming Limited and/or its group companies.

In the event of a gaming transaction dispute please refer to our Complaints & Feedback Policy which also contains details of our Alternative Dispute (ADR) Service. 

Details of the individual company operating a specific venue may be confirmed by viewing the House Rules poster in that venue or by contacting info@game-nation.co.uk

UPDATED AUGUST 2022

Gambling should be fun and we urge you to enjoy our products in a safe and responsible manner. If gambling is causing you a problem contact Gamcare for independent support and advice on 0808 8020 133.

The privacy and security of your personal data is of the utmost importance to Game Nation.   We aim to respect any personal information you share with us, or that we receive from others, and keep it safe. This Privacy Notice (“Notice”) sets out our data processing practices and your rights and options regarding the ways in which your personal information is collected and used, including through our websites. Game Nation refers to the companies operating under the control of City Gaming Limited (company number 11388655).

City Gaming Limited is the controller for the personal information we process, unless otherwise stated.

What we’ll tell you:

1. How we collect personal information about you
2. What personal information we use
3. How and why we use your personal information
4. Lawful bases
5. Communications for marketing
6. How long we keep your personal information
7. Will we share your personal information?
8. Security/ storage of, and access to your personal information
9. International Data Transfers
10. Your data protection rights
11. Changes to this Notice
12. Links and third parties
13. How to contact us

1. How we collect personal information about you
We collect personal information about you:
When you give it to us directly, for example, personal information that you give to us when you communicate with us by email, telephone or letter etc.
When we obtain it indirectly, for example, your personal information may be shared with us by a third party.
When it is available publicly. Your personal information may be available to us from external publicly available sources. For example, depending on your privacy settings for social media services.
When you visit our premises, for example, where CCTV is used.
When you visit our website or use our Wi-Fi services, we may automatically collect the following types of personal information:
• Technical information, including a truncated and anonymised version of your internet protocol (IP) address used to connect your device to the internet, browser type and version, time zone setting, browser plug-in types and versions and operating systems and platforms.
• Information about your visit to the websites, including the uniform resource locator (URL) clickstream to, through and from the website (including date and time), services you viewed or searched for, page response times, download errors, length of visits to certain pages, referral sources, page interaction information (such as scrolling and clicks) and methods used to browse away from the page.
We collect and use your information by using cookies on our website – please see our Cookie Policy for more information.

2. What personal information we use
We may collect, store and otherwise process the following kinds of personal information:
a. your name and contact details including postal address, telephone number, email address and emergency contact details and, where applicable;
b. your date of birth and gender;
c. information about your computer/ mobile device and your visits to, and use of this website, for example, your IP address and geographical location and/ or any other personal information which we obtain as per section 1.
Special categories of data – The EU General Data Protection Regulation (“GDPR”) recognises certain categories of personal information as sensitive and therefore requiring more protection, for example information about your health, ethnicity and religious beliefs.
In certain situations, Game Nation may collect and/ or use these special categories of data for example, information on customer medical conditions, if they are required to use our services. We will only process these special categories of data if there is a valid reason and where the GDPR allows us to do so.

3. How and why we use your personal information
Your personal information, however it is provided to us, will be used for the purposes specified in this Notice. In particular, we may use your personal information:
a. to provide you with services, products or information that you have requested;
b. to communicate as necessary with you;
c. to provide further information about our work, services or activities (where necessary, only where you have provided your consent to receive such information); d. to answer your questions/ requests and communicate with you in general;
e. to manage relationships with our partners and service providers;
f. to analyse and improve our work, services, activities, products or information (including our website), or for our internal records;
g. to keep our facilities safe and secure;
h. to run/ administer the activities of Game Nation, including our website, and ensure that content is presented in the most effective manner for you and for your device;
i. to audit and/ or administer our accounts;
j. to satisfy legal obligations which are binding on us, for example in relation to regulatory, government and/ or law enforcement bodies with whom we may work (for example, requirements relating to the payment of tax or anti-money laundering);
k. for the prevention of fraud or misuse of services;
l. for the establishment, defence and/ or enforcement of legal claims; and/or
m. to notify you about changes to our services.

4. Lawful bases
The GDPR requires us to rely on one or more lawful basis to use your personal information. We consider the grounds listed below to be relevant:
a. Where necessary so that we can comply with a legal obligation to which we are subject (for example, where we are obliged to share your personal information with regulatory bodies which govern our work and services).
b. Where necessary for the performance of a contract to which you are a party, or to take steps at your request prior to entering a contract.
c. Where there is a legitimate interest in us doing so.
d. Where the above reasons have not been satisfied and/ or you have provided your consent for us to use your personal information in a certain way.
The GDPR allows us to collect and process your personal information if it is reasonably necessary to achieve our or others’ legitimate interests (as long as that processing is fair, balanced and does not unduly impact your rights as an individual). In broad terms, our “legitimate interests” means the interests of running of Game Nation as a commercial entity.

When we process your personal information to achieve such legitimate interests, we consider and balance any potential impact on you (both positive and negative), and on your rights under data protection laws. We will not use your personal information for activities where our interests are overridden by the impact on you, for example where use would be excessively intrusive (unless, for instance, we are otherwise required or permitted to by law).

5. Communications for marketing
We may use your contact details to provide you with information about our work, services and/ or activities which we consider may be of interest to you.
Where we do this via email, SMS or telephone, we will not do so without your prior consent (unless allowed to do so via applicable law).
Where you have provided us with your consent previously but do not wish to be contacted by us about our work, services and/ or activities in the future, you can opt out of receiving communications from us at any time by clicking the “unsubscribe” link at the bottom of our emails/ texts. You can also change your preferences at any time by following the information provided within the communication or contacting us by the contact details below.

6. How long we keep your personal information
We will not retain personal information for longer than is necessary and it will only be held for the purposes for which it was obtained in line with our Policies and Procedures.
If you request to receive no further contact from us, we may keep some basic information about you on our suppression list in order to comply with your request and avoid sending you unwanted materials in the future.

7. Will we share your personal information?
We do not share, sell or rent your personal information to third parties for marketing purposes. However, in general we may disclose your personal information to selected third parties in order to achieve the purposes set out in this Notice.
These parties may include (but are not limited to):
a. local authorities and other public bodies;
b. establishments/ prospective employers (for example if a reference is sought);
c. suppliers and sub-contractors for the performance of any contract we enter into with them, for example IT service providers such as website hosts or cloud storage providers;
d. professional service providers such as accountants and lawyers;
e. parties assisting us with research to monitor the impact/ effectiveness of our work, events, services and activities;
f. the police;
g. regulatory bodies who govern our work, such as the Gambling Commission.
In particular, we reserve the right to disclose your personal information to third parties:
• in the event that we sell or buy any business or assets, in which case we will disclose your personal information to the (prospective) seller or buyer of such business or assets;
• if substantially all of our assets are acquired by a third party, personal information held by us may be one of the transferred assets;
• if we are under any legal or regulatory duty to do so; and/or
• to protect the rights, property or safety of Game Nation, its personnel, users, visitors or others.

8. Security/ storage of and access to your personal information
Game Nation is committed to keeping your personal information safe and secure and we have appropriate and proportionate security policies and organisational and technical measures in place to help protect your information.
Your personal information is only accessible by appropriately trained staff and is stored on secure servers which have features to prevent unauthorised access.

9. International Data Transfers
Given that we are a UK-based organisation we will normally only transfer your personal information within the European Economic Area (“EEA”), where all countries have the same level of data protection law as under the GDPR.
We may use agencies and/ or suppliers to process personal information on our behalf, it is possible that personal information we collect from you will be transferred to and stored in a location outside the EEA, for example the United States.
Please note that some countries outside of the EEA have a lower standard of protection for personal information, including lower security requirements and fewer rights for individuals. Where your personal information is transferred, stored and/ or otherwise processed outside the EEA in a country that does not offer an equivalent standard of protection to the EEA, we will take all reasonable steps necessary to ensure that the recipient implements appropriate safeguards (such as by entering into standard contractual clauses which have been approved by the European Commission) designed to protect your personal information and to ensure that your personal information is treated securely and in accordance with this Notice. If you have any questions about the transfer of your personal information, please contact us using the details below.
Unfortunately, no transmission of your personal information over the internet can be guaranteed to be 100% secure. However, once we have received your personal data, we use strict procedures and security features to try and prevent unauthorised access.

10. Your data protection rights
Where we rely on your consent to use your personal information, you have the right to withdraw that consent at any time. This includes the right to ask us to stop using your personal information for marketing purposes or to unsubscribe from our mailing list at any time. You also have the following rights:
a. Right of access – you have the right to ask us for copies of your personal information. You can contact us to ask for confirmation of what personal information we hold on you and to request a copy of that personal information. Provided we are satisfied that you are entitled to see the personal information requested and we have successfully confirmed your identity, we will provide you with your personal information subject to any exemptions that apply.
b. Right of erasure – at your request we will delete your personal information from our records as far as we are required to do so. In some cases, we would propose to suppress further communications with you, rather than delete it.
c. Right of rectification – if you believe our records of your personal information are inaccurate, you have the right to ask for those records to be updated. You also have the right to ask us to complete information you think it is incomplete.
d. Right to restrict processing – you have the right to ask for processing of your personal information to be restricted if there is disagreement about its accuracy or legitimate usage.
e. Right to object – you have the right to object to processing where we are (i) processing your personal information on the basis of our legitimate interests, (ii) using your personal information for direct marketing or (iii) using your information for statistical purposes.
f. Right to data portability – to the extent required by the GDPR, where we are processing your personal information either (i) by relying on your consent or (ii) because such processing is necessary for the performance of a contract to which you are party or to take steps at your request prior to entering into a contract, and in either case we are processing using automated means (i.e. with no human involvement), you may ask us to provide the personal information to you in a machine-readable format.
g. Rights related to automated decision-making – you have the right not to be subject to a decision based solely on automated processing of your personal information which produces legal or similarly significant effects on you, unless such a decision (i) is necessary to enter into/perform a contract between you and us/another organisation; (ii) is authorised by EU or Member State law to which Game Nation is subject (as long as that law offers you sufficient protection); or (iii) is based on your explicit consent.
Please note that some of these rights only apply in limited circumstances.
If you wish to exercise any of your rights please complete this form. The form is designed to assist you in the process of making an information request and, as a result, may speed the process up. It is not mandatory and all information requests from individuals made in other formats will also be processed however we may need to contact you for further information if required.
If you have any queries or concerns, please contact us at info@game-nation.co.uk
If you are dissatisfied, you can make a complaint about the way we process your personal information to us. You are further entitled to make a complaint to the Information Commissioner’s Office – www.ico.org.uk:
The Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113 (local rate)
Email: https://ico.org.uk/global/contact-us/email/

11. Changes to this Notice
We keep our Privacy Notice under regular review and may change it from time to time. If we make any significant changes, we will post the changes on this page.

12. Links and third parties
Where we provide links to websites of other organisations, this Notice does not cover how that organisation processes personal information and we are not responsible for the privacy practices organisations. We encourage you to read the privacy notices on the other websites you visit.

13. How to contact us
There are many ways you can contact us, including email, phone and post. Please let us know if you have any questions or concerns about this Notice or about the way in which Game Nation processes your personal information by contacting us.
Email: info@game-nation.co.uk
Post:
Data Protection Officer
City Gaming Limited
4 Cavendish Square
London
W1G 0PG

Game Nation is the trading name of City Gaming Limited and other group and subsidiary companies including the companies listed below.

All companies are registered in England Wales at 4 Cavendish Square, London, W1G 0PG.  All of our venues are operated by one of these companies which are all licensed by the Gambling Commission.

For details of the company operating a specific venue please check the House Rules poster in venue or contact us: info@game-nation.co.uk