Terms and Conditions

1 Introduction
1.1 Virtual Owner ™ operates a Game which is accessible via a website. The Game affords members the opportunity to buy "virtual horses", to train them, and to race them to win.
1.2 Virtual Owner ™ members can take part in the Game in various ways by, inter alia, buying horses, training horses, claiming horses, auctioning horses, entering horses in races and otherwise participating in the community of members.
1.3 The Game requires application of your skill to achieve success in racing and stable management, together with a small element of chance that simulates environmental factors in real racing.
The Services incorporate activities which are skill-based contests or tournaments for prizes, which may include cash. The results of all contests or races depend on participation and the strategy and skill applied by the participants; odds of success are therefore not available.
1.4 Virtual Owner ? may amend these Terms and Conditions at any time. Your continued use of the Virtual Owner ? Web Site, and specifically the act of login to the Web Site, signifies your acceptance of the current version of the Terms and Conditions. You are responsible for periodically reviewing the Terms and Conditions at your discretion.
2 Definitions
2.1 The following words and/or phrases shall have the corresponding meanings given below:
" Virtual Owner "
means Virtual Owner ™ and the legal entity that owns the site operations.
means an individual registered with Virtual Owner ™ to partake in the Game.
means electronic mail sent or received via the Internet.
means game offered on Virtual Owner ™ where Members can buy virtual horses, train their horses, enter their horses in races and sell their horses, in accordance with the rules and regulations of the services offered on the Web Site.
"Web Site"
means the Web Site hosted by Virtual Owner ™ on the Internet for operating the Game.
"Registration Information"
means information required by Virtual Owner ™ to register a member. The information required appears on a register page of the Web Site.
shall mean services offered to Members on the ™Web Site such as, without limitation, owning your own virtual horse, entering your horse in races, veterinarian services, providing your horse with feed supplements, buying and/or using alumites and/or blinkers, selling your horse in Claiming races or Auctions, or participating in any element of the Game.
2.8 Headings in these Terms and Conditions are used for convenience only and shall not be used in the interpretation thereof.
2.9 In this agreement the singular shall include the plural and visa versa.
3 Participation
3.1 Only members can partake in the Game. Registration on the Web Site is required to become a member. By registering as a member you consent to the use by Virtual Owner ™ of the Registration Information provided by yourself for the purpose of delivering the Services and in accordance with the Privacy Policy.
3.2 You represent and warrant that all information you supply to the Web Site is complete and accurate.
3.3 In addition to clause 19 below, Virtual Owner™ reserves the right to suspend or cancel membership or to refuse membership applications for any reason that it in its sole and absolute discretion deems appropriate, including but not limited to:
  • providing false, inaccurate or incomplete Registration Information;
  • defaulting on the payment of any fee;
  • it comes to the attention of Virtual Owner ™ that you are a minor in terms of laws or regulations applicable to you;
  • it comes to the attention of Virtual Owner™ or we have grounds to suspect that you are participating in the Games offered by Virtual Owner™ from within a jurisdiction where such participation is prohibited or where you are otherwise prohibited to take part in horseracing ownership activities such as racing, training, auctioning and claiming of virtual racehorses;
  • listing with any credit bureau; or
    any attempt or suspected attempt to defraud Virtual Owner ™ or other members, cheat or make untrue, defamatory or malicious comments about Virtual Owner ™, any affiliate websites or other members;
  • harassment of other Members;
  • deliberate manipulation of the Services in an attempt to transfer money between Member accounts for purpose other than participation in the Game ("money laundering").
  • any violation of these Terms and Conditions or any laws or regulations.
  • Notwithstanding the foregoing, Virtual Owner™ shall not be liable in any manner whatsoever for any delay or failure on its part to suspend, cancel or refuse membership, whether or not it is aware of the possibility of any damage, harm or loss arising therefrom.
3.4 Upon cancellation of membership as provided for in clause 3.3 above, Virtual Owner ™ will reimburse such a member for any cash balance in his/her account at the time of closure, less handling and administrative fees. Cancellation may result in forfeiture of any bonus credits, virtual horses, or any prizes to which you are otherwise entitled at the sole discretion of Virtual Owner™.
3.5 Membership cancellation shall be given or confirmed by Virtual Owner™ upon e-mail notification to you.
3.6 You are required to immediately notify Virtual Owner™ of any change to your Registration Information by updating this on the Web Site or informing Virtual Owner™ by email if this fails. You can view and update the Registration Information provided by you at any time on the Web Site except for your full credit card number which is not available for security purposes.
3.7 Cancellation for reason of money laundering per clause 3.3 above may in addition result in the freezing of an account and disclosure of the relevant Member and transaction information to the authorities who have jurisdiction to act on such activity.
4 Payment
4.1 Upon registration an account will be opened for you. You agree to use only your personal banking card, transfer from your personal banking account or online wallet to purchase credits. All charges for the Services are reflected on the pages of the Web Site and you hereby agree that Services will only be provided once payment is received from you.
4.2 You must have credit in your account to partake in most Services offered by the Game. You pay a monthly fee for owning a virtual horse, unless you have raced it enough times to eliminate this fee. Should your horse status turn pending as a result of non-payment or non-receipt of the monthly fee, ownership of your horse may pass to Virtual Owner™. Virtual Owner™ shall not be liable for not receiving the monthly fee and it shall be your responsibility to ensure that Virtual Owner™ receives the monthly fee.
4.3 When you request any Service offered on the Web Site and you do not have sufficient credit in your account, you will be directed to first acquire credits to pay for such Service.
5 Eligibility and Legality
5.1 Participation is restricted to residents of those jurisdictions where such participation is legal and not prohibited. Participation in the Game is void wherever prohibited by law.
5.2 Participation in anything other than the free race events is restricted to individuals of legal age of majority as applies in the jurisdiction in which you reside or from which you access the Web Site.
5.3 In the USA, legislation is in effect prohibiting all online skill gaming and interactive skill games. As a result, all residents of the United States of America are not able to participate in the game. You hereby warrant that you are not a resident of the USA.
5.4 In South Africa, new legislation is pending regarding the regulation of online gaming and interactive games. As a result and until there is further clarity on the rules governing such games, residents of South Africa will not be able to participate in the game. You hereby warrant that you are not a resident of the Republic of South Africa.
5.5 In Belgium, legislation regulating online gaming prohibits residents of Belgium from participating in the game. You hereby warrant that you are not a resident of Belgium.
5.6 You are subject to all laws of the state, province and/or country in which you reside and from which you access the Web Site, and are solely responsible for obeying those laws. You agree Virtual Owner™ cannot be held liable if laws applicable to you restrict or prohibit your participation. Virtual Owner™ makes no representations or warranties, implicit or explicit, as to your legal right to participate in any Service offered on the Web Site nor shall any person affiliated, or claiming affiliation, with Virtual Owner™ have authority to make any such representations or warranties.
5.7 By registering with Virtual Owner™ you warrant that you are not engaging in unlawful activities in respect of any law or regulation applicable to you.
5.8 Virtual Owner™ reserves the right to monitor the location from which you access the Web Site and to block access from any jurisdiction for any reason it deems fit in its sole discretion.
5.9 Virtual Owner™ may require any participant receiving any prize to provide proof that he or she is eligible to participate according to above clause 5.1, 5.2, 5.3, 5.4, 5.5 above.
5.10 Virtual Owner™ may require any participant receiving any prize to provide proof that he or she is eligible to participate according to above clause 5.1, 5.2, 5.3, 5.4, 5.5 and 5.9 above.
6 Limitation on Participation
6.1 You may establish only one Member account per person to participate in the Services offered on the Web Site. Virtual Owner™ reserves the right to monitor any effort to establish multiple accounts; in the event it is discovered that you have opened more than one account per person, Virtual Owner™ reserves the right to close all your accounts without notice.
6.2 Virtual Owner™ may impose monetary limitations on the deposit transactions in which you engage to fund your Member account. Virtual Owner™ reserves the right to change these monetary limitations at any time.
6.3 Virtual Owner™ reserves the right to set expiration dates or other limits on all Bonus Credits (these credits may not be withdrawn to cash). Virtual Owner™ reserves the right to expire the credit balance of any dormant account. Virtual Owner™ reserves the right to archive any dormant account and hence make it inaccessible to the Member. A dormant account shall be defined as any account that has been inactive for greater than 90 days.
7 Forum and Community Policy

The Web Site may include discussion forums or other interactive areas or Services, including, without limitation, blogs, chat rooms, bulletin boards, message boards, online hosting or storage Services, or other areas or Services in which you or other Members create, post or store any information, content, messages, comments, materials or other items on the Web Site ("Interactive Areas"). You are solely responsible for your use of such Interactive Areas and use them at your own risk. By using any Interactive Areas, you agree not to post, upload, transmit, distribute, store, create or otherwise publish through the Web Site any of the following:

  • Any message, comment, data, information, text, music, sound, photos, graphics, code or other material ("User Content") that is unlawful, libellous, slanderous, defamatory, profane or obscene (including the use of asterisks or other masking characters to disguise such profanity or obscenity), pornographic, harmful to minors, indecent, lewd, suggestive, insulting, harassing, abusive, threatening, invasive of privacy or publicity rights, abusive, inflammatory, fraudulent or otherwise objectionable or that you know or have reason to believe is incorrect, inaccurate, misleading or outdated;
  • Email addresses or site URL’s in any form, including adaptations thereof;
  • User Content that would constitute, encourage or provide instructions for a criminal offence, violate the rights of any party, or that would otherwise create liability or violate any local, state, provincial, national or international law;
  • User Content that may infringe any patent, trademark, trade secret, copyright or other intellectual property or moral right of any party. By posting any User Content, you represent and warrant that you have the lawful right to transmit, distribute and reproduce such User Content;
  • User Content that impersonates any person or entity or otherwise misrepresents your affiliation with a person or entity;
  • Unsolicited promotions, political campaigning, advertising, junk mail, spam, chain letters, pyramid schemes or solicitation, including the publishing of any URLs;
  • Private information of any third party, including, without limitation, addresses, phone numbers, e-mail addresses, social security or identity numbers and credit card numbers;
  • Do not share personal information (your name, phone number, home address, password) with others on the site;
  • Viruses, corrupted data or other harmful, disruptive or destructive files; and User content that is unrelated to the subject or topic of the Game or of the Interactive Area in question;
  • User Content that contains user-specified fonts, HTML, JavaScript, Java, Flash, ActiveX controls or other programming or scripting elements;
  • Any member generated guides or charts (TT Chart’s) containing horse training lengths which, per the creator's opinion, define whether a horse is competitive or not;
  • User Content that, in the sole judgment of Virtual Owner™, is objectionable or which restricts or inhibits any other person from using or enjoying the Interactive Areas or the Web Site, or which adversely affects the availability of its resources to other users (e.g., excessive shouting, use of all capital letters, or flooding continuous posting of repetitive text), or which may expose Virtual Owner™ or its users to any harm or liability of any type.
7.2 Virtual Owner™ takes no responsibility and assumes no liability for any User Content posted, stored or uploaded by you or any third party, or for any loss or damage thereto, nor is Virtual Owner™ liable for any mistakes, defamation, slander, libel, omissions, falsehoods, obscenity, pornography or profanity you may encounter. Your use of Interactive Areas is at your own risk. As a provider of interactive Services, Virtual Owner™ is not liable for any statements, representations or User Content provided by its Members in any public forum, personal home page or other Interactive Area.
7.3 Although Virtual Owner™ has no obligation to screen, edit or monitor any of the User Content posted in any Interactive Area, and no User Content is endorsed, reviewed or approved by Virtual Owner™, Virtual Owner™ reserves the right, and has absolute discretion, to remove, screen or edit any User Content posted or stored on the Web Site at any time and for any reason without notice. Notwithstanding the foregoing, Virtual Owner™ shall not be liable in any way whatsoever for any failure on its part to remove, screen or edit any User Content, whether or not it is aware of any objectionable, prohibited or unlawful material it may contain.
7.4 Any use of the Interactive Areas or other portions of the Web Site in violation of the foregoing violates these Terms and Conditions and may result in, among other things, termination or suspension of your membership and/or your right to use the Interactive Areas and/or the Web Site. You acknowledge and agree that Virtual Owner™ may access, use or disclose any information about you or your use of this Web Site, including, without limitation, any User Content to comply with the law or any legal process, protect and defend the rights or property of Virtual Owner™ or to protect the safety of Virtual Owner™, its employees, Members or the public.
7.5 If you post User Content to the Web Site, unless we indicate otherwise, you grant Virtual Owner™ and its affiliates a non-exclusive, royalty-free, perpetual, irrevocable and fully sub-licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, perform and display such User Content throughout the world in any media. You grant Virtual Owner™ and its affiliates and sub-licensees the right to use the name that you submit in connection with such content, if they choose. You represent and warrant that (i) you own and control all of the rights to the User Content that you post or you otherwise have the right to post such User Content to the Web Site; (ii) the User Content is accurate and not misleading; and (iii) use and posting of the User Content you supply does not violate these Terms and Conditions and will not violate any rights of or cause injury to any person or entity.
7.6 Virtual Owner™ does not condone the practice commonly referred to as “Spam”. A Member who is reported as a perpetrator of spam and the claims of “Spam” are validated by Virtual Owner™, will have their respective account either immediately TERMINATED or SUSPENDED, at the sole discretion of Virtual Owner™. Virtual Owner™ defines “Spam” as:
  • Electronic mail messages addressed to a recipient with whom the initiator does not have an existing business or personal relationship or is not sent at the request of, or with the express consent of, the recipient;
  • Messages posted to Forums and chat areas that are off-topic (unrelated to the topic of discussion), cross-posted to unrelated newsgroups, or posted in excessive volume;
  • Solicitations posted to Forums and chat areas, or to groups or individuals via Internet Relay Chat or “Instant Messaging” system (such as MSN Messenger);
Virtual Owner™ may undertake, at its sole discretion and with or without prior notice, the following enforcement actions described in detail below:
  • Account Suspension: Upon the receipt of a credible and validated complaint, Virtual Owner™ may also elect to immediately suspend the membership of the user implicated in the abuse. Suspension serves as a “Final” warning and will prevent the abuser from continuing their abusive “Spamming” behavior. Virtual Owner™ will evaluate each validated abuse incident on a case-by-case basis and impose Termination or Suspension at its sole discretion. Virtual Owner™ reserves the right to lift the suspension of a user at any time, at its sole discretion.
  • Account Termination: Upon the receipt of a credible and validated complaint, Virtual Owner™ may immediately terminate the membership of the individual user implicated in the abuse. Termination results in the immediate closure of the referral account, the loss of all referrals, the forfeiture of any unpaid referral money on account, a prohibition against any future membership, and the user will lose the right to compete in any races or utilize any of the Services.
ABUSE REPORTING: If you wish to report a violation of our Anti-Spam Policy, please forward all evidence of abuse to: membersupport@Virtual Owner. Please refer this serious matter responsibly!
8 Security
8.1 The security of your information is one of the top priorities of Virtual Owner™. Encryption techniques are used to provide protection of your credit card information. Whilst Virtual Owner™ has taken precaution to ensure the security of your credit card details, Virtual Owner™ shall not be liable for any loss or disclosure thereof through no fault of Virtual Owner™. Your credit card information shall however have to be disclosed if Virtual Owner™ is required by law to do so. If so required by law, Virtual Owner™ shall endeavour to inform you by prior notice to you.
9 Taxes and confidentiality
9.1 Taxes or other government imposts may be payable by you on your winnings, depending on the jurisdiction in which you reside or relevant laws applicable to you otherwise. Virtual Owner™ shall not disclose any information regarding your net loss or net profits to any third party unless required to do so by law.
10 Equipment
10.1 You must supply your own equipment to gain access to the Web Site and to partake in the Game. You acknowledge that you use the Services at your own risk and that the Services are provided on an "as available" and "as is" basis.
11 Continuity of Game
11.1 Virtual Owner™ reserves the right to modify or discontinue the Game at any time and Virtual Owner™ shall not be liable to any Member or third party for any loss or damage or claim of whatever nature as a result of Virtual Owner™ modifying or discontinuing the Game. Virtual Owner™ makes no warranty that the Game will be uninterrupted, secure, error free or timely.
12 Liability in respect of Equipment
12.1 Virtual Owner™ shall not be liable for any loss or damages caused to your equipment as a result of downloading software or data from the Web Site and/or using such software or data and/or you participating in the Game.
13 Use of your name
13.1 On accepting any amount of winnings you hereby consent to the use by Virtual Owner™ of your name, or in the case of you partaking under an alias, your alias, for advertising and promotional purposes. Such use of your name or alias by Virtual Owner™ shall be free of any charge.
14 Your user name, password, alias and numbers
14.1 Virtual Owner™ shall not be required to maintain user names, passwords or account numbers and if you misplace, forget or lose your password, or are otherwise unable to gain access to any pages of the Web Site or any third party gains access to any pages of the Web Site using your password and/or account number through no fault of Virtual Owner™, Virtual Owner™ shall not be liable for any claims whatsoever resulting therefrom. You are responsible for maintaining the confidentiality of your password.
15 Effect of registration
15.1 By registering as a Member you warrant that you fully understand these Terms and Conditions. You also agree to abide by all rules, regulations, terms and/or conditions contained herein or on the Web Site and as such rules, regulations, terms and/or conditions may change from time to time. You warrant that you understand the rules and regulations as set out and explained on the pages of the Web Site.
16 Prohibited Activities
16.1 Members who are not registered affiliates of Virtual Owner™ are prohibited from using the content or the races of Virtual Owner™, for the purpose of making any financial gain, other than by winnings from races or proceeds from claims. Any activity which involves using the Virtual Owner™ platform for this purpose is strictly prohibited in terms of these Terms and Conditions
17 Indemnity
17.1 You agree to hold Virtual Owner™, its successors or assigns, its employees, officers, directors, licensees, licensor, distributors, wholesales, affiliates, subsidiaries, advertising, promotion or other agencies, media partners, agents and retailers harmless and shall fully indemnify same from any and all costs, expenses, liabilities and damages whatsoever that may arise as a result of your (i) entry, use, or reuse of the Web Site, (ii) use of any materials at the Web Site, (iii) entry, use or reuse of the Virtual Owner™ server, (iv) participation in the Game, or (v) the acceptance of any Prize. You agree to indemnify and hold Virtual Owner™, its officers, directors, employees, subsidiaries, licensor, affiliates, successors or assigns, harmless from any third party claim or demand, including reasonable attorneys' fees, made in connection with or arising out of your use of the Game or participation in the Game.
18 Commencement
18.1 This agreement shall commence on the date on which you submit your application on the registration page of the Web Site.
19 Termination
19.1 This agreement shall terminate when Virtual Owner™ cancels your membership or when Virtual Owner™ discontinues the Game at any time. Upon such cancellation any cash balance in your account will be paid to you in the manner in which payments are made as explained on the pages of the Web Site.
20 Severability
20.1 In case of a dispute, if any one or more of the terms or conditions contained herein should be held to be invalid or unenforceable, the validity and enforceability of all other provisions shall not be affected.
21 No challenge
21.1 You will not attack nor assist in any attack on the validity or ownership of the intellectual property that facilitates the Game whilst this agreement exists or after termination or cancellation of this agreement for any reason whatsoever. You acknowledge that the intellectual property includes, inter alia, trade mark applications for the name and devices of Virtual Owner™ and “Virtual Owner“, patent applications for the Game, and rights of copyright in the Game software, Web Site and the pages thereof.
22 No Relationship
22.1 Nothing in this agreement shall be construed to create any form of relationship between any of the parties by way of agency, partnership or distributorship. You may not represent Virtual Owner™ or propose to bind Virtual Owner™ or act in any way as if with the authority of Virtual Owner™.
23 Entire Agreement
23.1 This agreement, as amended from time to time by Virtual Owner™, supersedes all prior agreements whether oral or in writing and constitutes the entire agreement between you and Virtual Owner™.
24 Assignment
24.1 The rights and obligations under this agreement are personal in nature and you may not cede or assign or delegate your rights or obligations under this agreement. No legal entity or group or organisation other than an individual shall be allowed to become a Member.
25 Warranties disclaimed
25.1 Virtual Owner™ disclaims all warranties of any kind, whether express or implied, including, but not limited to warranties of fitness for purpose.
26 Liability for damages
26.1 To the extent permitted by applicable law, in no event shall Virtual Owner™, its officers, directors, employees, subsidiaries, licensor, affiliates, successors or assigns be liable for any indirect, incidental, special, consequential or punitive damages or losses (whether foreseeable or unforeseeable) of any kind (including loss of profits, loss of goodwill, damages relating to lost or damaged data or software, loss of use, damages relating to downtime or costs of substitute products or services) arising from your use of (or inability to use) the Web Site and/or the Services or your partaking (or inability to partake) in the Game.
26.2 To the extent permitted by applicable law, regardless of the form (whether in contract, delict, tort or any other legal theory) in which any legal action may be brought, Virtual Owner™'s maximum liability for direct damages for anything giving rise to any legal action shall be an amount equal to any cash balance in your account . This maximum amount shall be an aggregate amount for all claims arising out of your use of the Web Site and the Services offered in connection therewith.
27 Notices
27.1 All notices to you from Virtual Owner™ or vice versa shall be in writing via e-mail or posted on the website.
28 Virtual Owner ™ Employees
28.1 Employees of Virtual Owner™, agents, subsidiaries, licensees, white label partners, contractors and members of the immediate families of each are not eligible to participate in the Game.
29 Names
29.1 In addition to clause 3.3 above, Virtual Owner™ reserves the right to immediately cancel or terminate your membership or refuse your membership application or to insist on you changing either one or all of your user name, stable name, alias or the name that you choose for any of your horses, should Virtual Owner™ at any time be of the opinion that any one or all of the above names are undesirable, immoral or offensive to any person or group of persons or to any person in particular. Virtual Owner™ does not always check the names or aliases used by its Members and if you use a name such as described in this clause, it may be revoked in future. Also, if you use an acceptable name, it may be revoked should it, in the opinion of Virtual Owner™ become undesirable at a future date. Should you be uncertain of the name/s chosen by yourself you may contact Virtual Owner™ to check whether the name is allowable. There is however no guarantee that the name will not become undesirable in future or that Virtual Owner™ will not in future become aware that the name is in fact undesirable. Notwithstanding the foregoing, Virtual Owner™ shall not be liable in any manner whatsoever for any offensive, undesirable or immoral names, or any delay or failure on its part to change any name, whether or not it is aware of the possibility of any damage, harm or loss arising there from.
29.2 The names that you choose are subject to availability. If the name that you choose is already taken, you will have to choose an alternative name.
29.3 You may not use the common law trade marks or registered trade marks that you have no right to use and/or that belong to others. You hereby indemnify Virtual Owner™ against any third party claim whatsoever arising out of the unlawful use of someone else's trade marks or names.
30 Submissions
30.1 If you send comments or suggestions, including, but not limited to, notes, text, drawings, or computer programs, to Virtual Owner™, such submissions shall become, and shall remain, the sole property of Virtual Owner™. No submission shall be subject to any obligation of confidence on the part of Virtual Owner™. Virtual Owner™ shall exclusively own all rights to, and shall be entitled to unrestricted use of, all such submissions without compensation to you.
31 Game content distributed between players or on third party websites
31.1 Any User Content or virtual racing guides created by members which may be distributed or be published on third party websites, are the creator's opinion and not the expressed views of members in general or those of Virtual Owner. It is suggested that such information is utilized with caution and at one's own discretion. Virtual Owner takes no responsibility and assumes no liability for any User Content relied on by members when playing the game.
The publishing and /or distribution of Guides or Charts (TT Guides) specifically containing horses time trial lengths, with reference to what is required to make a horse raceable, is not permitted. Players found to be advertising or distributing such TT Guides may be subject to suspension or even a permanent ban from the game at Virtual Owner discretion.
32 Protection of account funds
32.1 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. Read more here. We hold customer funds separate from company funds in a mixture of bank accounts/ investment accounts/ in reserve funds which we hold with our payment processors. 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.
33 Interruptions to game play
33.1 Virtual Owner ™ regularly conducts maintenance and updates to the game which are rarely disruptive to game play. However in the event that a race/s cannot run at its scheduled time, the race/s will run as soon as possible and race outcomes will remain unaffected.
In the event of downtime, transactions such as pay-outs, will be processed when the site is operable again.
Virtual Owner ™ endeavours to inform its players in advance of any expected interruptions.
34 Complaints Handling
34.1 If you wish to make a complaint regarding the Website, as a first step you should as soon as reasonably practicable contact the Support Desk by email or by phone.
34.2 If, having emailed or spoken to a member of the ?Support Desk', your query or complaint is not resolved, you can ask for the complaint to be escalated to a manager or supervisor. Our manager/supervisor will look into your query/complaint in more detail and contact you back with a resolution within 48 hours Monday to Friday. You will be given the name and status of the person who your complaint has been referred to.
34.3 Please note that any calls to our Customer Support Team or to our managers/supervisors may be monitored or recorded for training and quality management purposes and to assist us in quick and effective resolution of queries.
34.4 If you are still unhappy with the solution offered by us, and your complaint is a gambling dispute, then you will be entitled to refer your complaint to the Independent Betting Adjudication Service ("IBAS"), whose decision Virtual Owner ™ will agree to be bound by. IBAS provides a free-of-charge service and rules on complaints about betting and gaming transactions; but it does not deal with service related problems.
34.5 Please note that the sites operators, in safeguarding the vested interest of its players, may find it necessary to freeze your player account activity pending the nature and outcome of your complaint.
35 Self-Exclusion
35.1 We offer a self-exclusion facility to help you if you feel that your gambling is out of control and you want our assistance to help stop. At your request, we will prevent you from using your account for a specific period, as determined by you, of between 6 months and 5 years and we will take reasonable steps to prevent the opening of new accounts.
35.2 Accounts that have been self-excluded are unable to be reactivated under any circumstances until the expiry of the self-excluded period. At the end of the period, you may recommence gameplay by phoning or emailing our ?Support Desk' after a 24 hour waiting period has lapsed.
35.3 Our self-exclusion involves a joint commitment from us and you. We will take reasonable steps to prevent you re-opening your account or opening new accounts. However, during the period of your exclusion, you must not attempt to re-open your account or to try and open new accounts.
35.4 Having implemented reasonable checks and safeguards to ensure that whilst you are self-excluded you cannot open an account we cannot be held liable to you or any third party if you are able to continue to gamble on the Website, or you continue to gamble on any third party's website or premises.
35.5 To use our self-exclusion facility please call us or send an email to membersupport@atrvirtualowner.com with details of all the accounts you have and the period that you wish the self-exclusion to apply. If a specific period is not given, we will exclude you for the minimum period of 6 months.
36 Notice about filler horses
36.1 Virtual Owner ™ has no vested interest in the outcome of races. What this means is the site does not profit from race results and is indifferent to where horses place in a race.
As a player you do not compete against the game or its operators; the only exception to this is in the free-to-enter races in which Virtual Owner ™ sometimes has filler horses participating. The sole purpose of filler-horses is to provide enough horses to participate so the race is not cancelled due to having insufficient runners.
NB. Site created Filler-Stables can only be found participating in free-to-enter races that have no stakes on them. The sites filler-stables are : Leicester Park, Brookland Meadows and Rosebank Farm.