M&S VIP Club is committed to safe, legal and responsible play. This page explains our rules, the controls we offer, and how we protect guests while meeting regulatory obligations.
Age & eligibility
You must be at least 21 years old (or the minimum legal age in your jurisdiction) to use our services or submit any booking or wallet request. Visitors attempting to access age-restricted pages or services will be required to confirm their age before proceeding. Where local law imposes a higher minimum, that law applies.
KYC & AML
To protect guests and comply with law, we perform Know-Your-Customer (KYC) and Anti-Money-Laundering (AML) checks for certain services (for example: Wallet access, large-value bookings, credit lines, or agent onboarding). You may be asked to provide identity documents, proof of address, or other verification information. We process this information only as needed for compliance, and we retain records in line with legal and regulatory requirements.
Responsible play controls we offer
We provide practical tools so guests can manage play responsibly:
- Deposit, loss and stake limits (set daily/weekly/monthly)
- Session time limits and automated reality checks
- Cooling-off periods (temporary breaks)
- Self-exclusion (temporary or permanent)
- Payment controls (restrict or remove payment methods)
To set or change controls, contact your host or email ms.vipclub@gmail.com.
Self-exclusion, suspension & account measures
If you ask, we will suspend services, close access to specific features (including the Wallet) or apply self-exclusion for the period you request. We will confirm any account action in writing and provide guidance on next steps and available support.
Signs to watch for
If you or someone you care about experiences one or more of the following, consider using controls or seeking support: chasing losses, borrowing to fund play, neglecting responsibilities, secrecy about gambling, or an inability to stop. Early intervention is helpful.
How we assist guests and families
- We handle all requests discreetly and promptly.
- We can implement limits or exclusions on your behalf at your request.
- For family members: we will explain steps you can take and how to lodge a request on behalf of a guest (we may require proof of authority).
Support & specialist resources
If gambling is causing harm, please contact local professional services immediately. We will provide contact details for reputable support organizations on request and link to national helplines where applicable.
Confidentiality & data handling
Requests for limits, self-exclusion, or verification are treated confidentially. We share only the minimum necessary information with partners (hotels, payment processors, regulators) to fulfil legal obligations or manage bookings. See our Privacy Policy for full details on data use and retention.
Staff training & escalation
Our hosts and staff are trained to recognise signs of problem gambling and follow a set escalation process: initial supportive conversation → offer controls → referral to specialist services. All interactions are handled sensitively and privately.
Enforcement & compliance
We reserve the right to refuse services, cancel bookings, or restrict access where a guest poses a risk to themselves, others, or the business, or where local law or regulatory requirements demand action. Any such measures will be communicated clearly with information on how to appeal or request review.
Contact & immediate help
To request limits, self-exclusion, verification support, or urgent assistance, contact your assigned host or email ms.vipclub@gmail.com. If you are in immediate danger, contact your local emergency services.