Responsible Gaming Site – General
At Hard Rock Bet, we’re committed to delivering the full Hard Rock experience online, which includes not only legendary entertainment but also a commitment to player safety and responsible gambling. Our Players are at the heart of everything we do, from creating best-in-class products to maintaining a safe gaming environment to serving players with educational tools and 24/7 live customer support. Our teams are trained to put the customers’ experience and safety first, recognize potential problem gambling, and help educate customers on resources and assistance programs available to them.
PROTECTING UNDER 21
Hard Rock Bet is committed to protecting those under the age of 21 with a robust customer age verification program. Should typical age verification methods come back inconclusive, customers will be asked to submit additional documentation as an extra precaution. If you suspect that someone under the age of 21 is gambling with Hard Rock Bet, please Contact Support.
Underage gambling is prohibited under New Jersey law and is a criminal offense. Facilitating someone under the age of 21 to gamble is also against the law. If caught, you’ll be prohibited from gambling online.
RESOURCES FOR PROBLEM GAMBLING
Excessive gambling can cause financial instability, ruin your personal and professional relationships, and harm your mental health. Help is always available. If you or someone you know has a gambling problem The National Council on Problem Gambling offers free, confidential advice 24 hours a day via telephone, text and online chat;
- Call: 1-800-522-4700
- Text: 1-800-522-4700
- Chat: NCPGambling.org/chat
More information about local resources provided in your area can also be found at the links below:
- Arizona: https://problemgambling.az.gov
- Indiana: https://www.in.gov/igc/problemgamblinghelp
- New Jersey: https://www.njoag.gov/about/divisions-and-offices/division-of-gaming-enforcement-home/responsible-gaming-main/
- Ohio: www.gamblinghelpohio.org, www.timeoutohio.com
- Tennessee: https://www.tn.gov/swac.html
- Virginia: https://vcpg.net
- Florida: https://gamblinghelp.org
PLAYER PROTECTION MEASURES
Hard Rock Bet also provides players with tools that can be implemented to help control their gambling:
Deposit Limits allow customers to restrict the amount that can be deposited in a day, week, or month. Customers can set limits for one or all of the time periods available and enforcement will be tracked against the lowest amount set.
Wager Limits allow customers to restrict the amount wagered over a given day, week, or month. Customers can set limits for one or all of the time periods available and enforcement will be tracked against the lowest amount set.
Session Limits allow customers to restrict the amount of time spent on the Hard Rock Bet mobile app or desktop sportsbook in a single session. Customers will be automatically logged out after reaching their session limits.
Session Reminders provide a pop-up notification at pre-set intervals to track app usage. This feature will not log a customer out or lock an account, however, it does provide a desired alert once the time limit has been reached.
*Limits can be decreased at any point with immediate effect, however, requests to increase limits will not take effect until the end of the day/week/month depending on what is being changed. All times are managed in UTC time zone.
Timeouts allow customers to close their account for a short period of time. During this period, customers are able to log into their accounts to withdraw funds and view account history, however, they will be unable to wager or deposit funds into their accounts. While on a Timeout, customers will still be able to receive winnings/awards from wagers or promotions earned prior to their Timeout, should terms and conditions permit. Proactive marketing communications will also be suspended during a Timeout.
Self-Exclusion allows customers to close their account for an extended timeframe, while completely restricting access to the Hard Rock Bet app and desktop site. All proactive marketing communications will be suspended during self-exclusionary periods.
*Timeouts and Self-Exclusions cannot be reversed until the self-imposed time limit expires.
Customers can set Limits, Timeouts, or Self Exclude by logging into their Hard Rock Bet account on either mobile or desktop, selecting “My Account/Profile” and then “Responsible Gaming”.
ACCOUNT AND WAGERING HISTORY
Customers can easily view and monitor their Bet History and Account Transactions (deposits/withdrawals/reward awards) at any time by logging into their Hard Rock Bet account on either mobile or desktop, selecting “My Account/Profile” and then “History.”
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METHOD FOR CHANGING/RETRIEVING A PASSWORD & STRONG AUTHENTICATION
If you suspect that any unauthorized person may know your password, you should notify us right away. You may also change your password by clicking on the “Settings” option under your account and selecting “Change Password”. You will be required to enter your current password and new password (and confirm it). Press “Update Password” and you’ll be sent a text message with a code you’ll need to enter to finalize the change.
If you forget your password, you can select “Forgot Password” from the login screen. You will be required to enter your email address and you will then receive a Password Reset Link. Once you receive the reset password message, click on “Reset Password”. You can then type in a new password and confirm it. Click “Update Password” and you’ll be all set.
If you’d like an added layer of protection on your account, you can enable “strong authentication”. From your account settings, select “2-Factor Authentication”. With strong authentication, each time you wish to log in to your account, you will receive a text message from us containing a temporary code. You must enter that code during account login to access your account.
METHOD FOR FILING A COMPLAINT
If you have any complaints, claims, or disputes with regard to any outcome regarding the Services or any other activity performed by Hard Rock Bet, you should contact Hard Rock Bet Customer Service via email ([email protected]). Our agents will respond to any complaint within 5 business days of receipt of the complaint.
If you feel you’re not getting the help you need and you’ve exhausted all reasonable means to resolve the complaint with Hard Rock Bet, you may fill out a NJ Division of Gaming Internet Dispute Form.
TERMS AND CONDITIONS
Don’t forget to lock your device when you’re not playing. You are responsible for configuring auto-lock on your devices. Remember, letting other people access your account is strictly prohibited. If another person does use your account, you are responsible for their activity.
FEDERAL PROHIBITIONS & RESTRICTIONS
There are several Federal prohibitions and restrictions regarding Internet gaming which include, but are not limited to, 18 U.S.C. §§ 1084 et seq. (the “Wire Act”) and 31 U.S.C. §§ 3163 through 3167 (the “Unlawful Internet Gaming Enforcement Act”).
It is a Federal offense for persons physically located outside of New Jersey to engage in Internet wagering through a New Jersey casino or New Jersey Internet gaming website.
If you are using a property issued mobile device, please know that your connection will be terminated if the device is removed from the property boundaries of the casino hotel facility.