AI & Information Use at Matchbook

Matchbook is run by Triplebet Limited and licensed by the UK Gambling Commission (licence 39504). Like any exchange handling live prices and real money, we lean on software to cope with volume. That software never operates in isolation. This page explains, in plain terms, which tasks are automated, which are not, and what you can do if you disagree with an outcome.

We use automated tools in three areas: protecting accounts, spotting risky patterns of play, and helping route support queries. We do not use them to invent odds for you or to nudge you towards spending more.

Our licence obliges us to spot harm early. Automated monitoring watches for patterns such as rapid escalation in staking, repeated deposits after losses or unusual late-night activity. When thresholds are crossed, a person decides whether to contact you, suggest limits or take further steps.

You stay in control of your own tools too. Deposit limits, time-outs and self-exclusion are all in the responsible gambling section. If gambling is causing you worry, GamCare offers free, confidential help on 0808 8020 133 or at gamcare.org.uk.

No significant decision about your account rests on automated processing alone. Restrictions, closures, refused withdrawals and safer gambling interventions are reviewed by staff who can weigh context a system cannot see.

Under UK data protection law you may ask what personal data we hold, request correction, object to certain processing and ask for human review of an automated outcome. Our privacy notice sets out how we handle your information. If you remain unhappy, you can complain to the Information Commissioner's Office, the UK's data protection regulator.

Every deposit, login and withdrawal request passes through automated checks. They look for signs of account takeover, duplicate accounts, payment misuse and market manipulation on the exchange. A flagged event might trigger an extra verification step or a temporary hold while we look closer.

A flag is a prompt for review, not a verdict. If the system raises a concern, a trained member of our team examines the case before we restrict an account, reject a payment or close anything permanently.

When you write to us through Live Chat or support@matchbook.com, simple tooling may sort your message by topic so it reaches the right colleague sooner. Replies about account status, verification or payments come from people, not scripts. Marketing messages follow the preferences you set, and you can change them whenever you like.