GAME NATION POLICIES and TERMS & CONDITIONS
Gambling 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
• 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.
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
Cherry Nation Rewards
Game Nation operates Cherry Nation Rewards across its many venues. Features of the scheme include SMS promotions, mobile phone apps (iOS and Android), physical and digital membership cards and the ability to tap when visiting venues to claim additional promotions and offers.
The promoter is City Gaming Limited. The conditions below apply to all schemes and promotions. Game Nation is a trading name of City Gaming Limited and other group and subsidiary companies.
Reward Scheme Rules
Customers may only register once for Cherry Nation Rewards.
No purchase or gameplay is necessary to join Cherry Nation Rewards.
Customers may register in venue, or via the Cherry Nation iOS/Android app. Customers registering in venue may also download the Cherry Nation app at a later date which will be linked to their existing membership details based on their mobile phone number.
Customers must provide a genuine mobile phone number. Any customers providing inaccurate or incorrect phone details may be suspended or removed from the rewards scheme.
All customers signing up must initially opt-in to SMS messaging to receive a verification code to ensure the mobile phone number is genuine. If you do not wish to receive SMS messages after the initial verification code, please advise our team member before signing up in venue, or amend the settings in the app. If you decide to opt out at a later date but do not use the app, please ask a member of our venue team to contact our marketing team, or contact us directly at info@game-nation.co.uk
Once signed up, members will receive promotions on a regular basis. Promotions will indicate the value of the promotion, the duration, and the frequency, such as one per day, or once only across a number or days.
Members may unsubscribe from receiving promotions at any point, at which point they can request their details be deleted or alternatively be retained in case they wish to sign up again at a later date.
Cherry Nation Points
In some venues, members may collect Cherry Nation Points by recording a visit to the venue using the in-venue card reader. Members may request a physical card from the venue team which will be associated with their member account, or use the digital membership card (QR code) included in their phone app.
Cherry Nation Points do not have any monetary value.
Points will usually only be awarded once per day. Only the first tap in will qualify for a points award, any subsequent tap ins within a 16-hour period will not qualify for any points. A minimum of 10 points can be earned for each first tap. Bonus tap in offers may be provided, subject to availability.
Not all venues currently offer the tap in facility, please check at your local venue to confirm. The facility is subject to availability and no alternative will be provided in the case of any system, telecommunications, or other failure of the card reader to operate. It is intended that all venues will have the tap in facility by the end of October 2023.
Points may be redeemed for rewards from time to time once a member has sufficient points. Rewards may vary and may be subject to availability. Details of available rewards can be viewed on the phone app by pressing the Cherry Nation symbol or by using the Check Balance facility available in venue on a self-service iPad located next to the card reader, or by asking a venue team member.
Free Spins – Cash Match Free Spins & Pure Free Spins Promotions
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.
Mini Games – Scratchcards and Spin Wheels
From time-to-time alternative promotions may be offered including digital Scratchcards and digital Spinwheels. These promotions may offer a mini game with prizes that may be exchanged for a cash match reward. Each mini game may only be played once as part of a specific promotion, unless otherwise stated – eg once per day, once only across a number of days, or across specific hours.
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. Please also refer to our Promotions Terms and Conditions.
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 any 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 or our Alternative Dispute (ADR) Service.
Game Nation is the business name of City Gaming Limited and its group and subsidiary companies. City Gaming Limited is a company registered in England and Wales with number 11388655, registered at 4 Cavendish Square, London W1G 0PG. City Gaming Limited is licenced under the Gambling Commission with licence number 000-052732-N-329729.
Details of all group and subsidiary companies holding Gambling Commission Operating Licences are available at www.game-nation.co.uk/customer-info/
Details of the individual company operating a specific venue may be confirmed by viewing the House Rules poster in that venue.
Any members who take part in a voluntary self-exclusion scheme will be suspended from the Cherry Nation Rewards Scheme for the duration of their self-exclusion scheme and will not have their membership restored until after any cooling off period, and only at their request.
For details of our privacy policy, please visit www.game-nation.co.uk/customer-info/
Updated August 2022
