Terms & Conditions
Version 1.5, updated 5 October 2017
- Use Of Site And Services
- Deposits And Wagers
- Social Responsibility And Self Protection
- Bonuses and Freespins
- Game specific terms
- Winnings And Prizes
- Customer Support and Complaints
- Termination, Blocking and Closing of Player's Accounts
- Personal Data
- Local Laws and Prohibitions
- Intellectual Property Rights
- Limitation of Liability and Disclaimer
- Amendments and Changes
- Force Majeure
- Governing Laws and Disputes
1.2 The Gaming Operator is licensed and regulated in Malta by the Malta Gaming Authority (“MGA”) and this Site is provided to non UK residents on the basis of the following gaming licenses (collectively the "Gaming License") issued and regulated by the MGA.
- Casino License Class 1/4 (MGA/CL1/1136/2015 – issued 4 January 2016), operating on Net Entertainment Casino platform.
1.3 The Site also offers products from additional suppliers. These additional games are then licensed under a 3rd party Curacao License unless otherwise stated. Regardless of game, all deposits and withdrawals are the sole responsibility of Rhinoceros Operations ltd, Malta and the other companies providing the products are solely software providers and have no responsibility towards the players for the management of funds on your player account.
1.5 Playing at the Site is restricted to individuals of legal age as determined in the jurisdiction in which the Player resides, being an individual who has registered as a Player and who holds a Player’s Account with Gaming Operator. Irrespective of the above and under no circumstances may a person register or play if he/she is under 18 years of age or in the case of Estonia 21 years of age. Any funds deposited by such person will be returned to the individual after the account has been Closed by the Gaming Operator and any winnings will be forfeited.. Please see also Section 14 below concerning restrictions for players from certain countries. Employees of the Gaming Operator, its licensees, distributors, wholesalers, affiliates, and subsidiaries are not eligible to participate in the Games.
1.6 The Player understands and acknowledges that the games and the online community services provided on the Site are for entertainment purposes only. Any use of the Site for any other purposes or intention is strictly prohibited. You hereby acknowledge that your interest in the games and the community services provided by Gaming Operator is of a personal nature.
1.7 The Player acknowledges and agrees that it will not be involved in any fraudulent, improper, collusive, misleading, fixing, manipulative or other unlawful activity in relation to the Site or services provided by the Gaming Operator, including but not limited to use of any software-assisted methods or techniques or hardware devices for the participation in any of the Games or manipulation of Gaming Operator’s gaming system that may alter normal game play, or attempt to collude with another Player of the Games, or provide incorrect information. Such behaviour is expressly prohibited and in the event of such behaviour the Gaming Operator reserves the right to take such action as it deems appropriate, including without limitation, immediately closing the Player’s account and invalidating any wagers placed by the Player utilizing such fraudulent methods.
1.8 If a Player’s account has been Closed per section 1.6 above the Gaming Operator will re-open the Player’s account if the Player lodges a complaint and provides Gaming Operator with reasonable proof that the Player has not been involved in the aforementioned unlawful activities. The Player must provide such reasonable proof to the Gaming Operator latest within two (2) months from the date the Player’s account was Closed. Otherwise the Player has lost the right to the funds in the closed Player’s account and the funds will be seized by the Gaming Operator. The procedure for lodging a complaint is set out under the section "Complaints" below.
1.9 If you open or attempt to open more than one account, for whatever reason, the Gaming Operator may Close any or all of your accounts at its discretion. Should the Gaming Operator decide to leave one account open, it will be the first account that you opened with the Gaming Operator, to which your remaining deposits, if any, will be transferred. The Operator will deduct an administrative fee “Multiple Account Fee”, see Section 22, for every other account you opened as well as any other deductions that may apply in accordance with these Terms.
1.11 The general Wunderino Terms & Conditions apply. In case of any discrepancy between a non-English version and the English version of these Terms and Conditions, the English version shall prevail.
2. USE OF SITE AND SERVICES
2.1 In order to use the services provided by Gaming Operator the Player must open an account (a “Player’s Account”). Only one Player’s Account is allowed per Player and Players must register personally. The Gaming Operator reserves the right to refuse any application for a Player’s Account.
2.2 The Player (including in this case any person applying to become a Player) must always provide and maintain valid, complete and correct information to Gaming Operator. You hereby acknowledge that if any of the information that you provide to Gaming Operator is false or incomplete, Gaming Operator will not accept your registration as a Player and should you already be registered as a Player with Gaming Operator, Gaming Operator is entitled and required to cancel your registration as a Player and close your Player’s Account.
2.3 Know Your Customer (KYC) procedures are carried out by the Gaming Operator in order to positively identify Players. The Gaming Operator is entitled to conduct any and all identification and other verification procedures that may be required by applicable laws and regulations and/or by the relevant regulatory authorities for use of the Site. The Player is obligated to, upon request from the Gaming Operator, provide official documents in writing such as, for example, an addressed electricity bill, a bank account statement or any other written documentation which the Gaming Operator may find necessary in order to confirm the correctness of the information provided by the Player in connection with the registration or thereupon following verification procedures.
2.4 For the purposes of opening a Player’s account with Gaming Operator, the Player must complete the applicable online application form and provide Gaming Operator with at least the following:
(a) Name and address of the Player
(b) Confirmation that the Player is at least eighteen years of age
(c) A valid e-mail address belonging to the Player
2.5 Upon registration, the Player must enter an e-mail and a password. The password must consist of a minimum of eight characters and it is recommended that the password includes both letters and numbers. Players must always log on using their e-mail and password when accessing the Site and their Player’s Account. Players may not allow any person, other than themselves, to use their Player’s Account, to access and/or use any materials or information from the gaming system, to accept any prize, or to participate in any of the games. It is strictly prohibited to sell, transfer and/or acquire accounts to or from other Players.
2.6 The password should never be written-down or communicated to any other person, and should be changed on a regular basis. You are obliged to keep your account information, and password secret and confidential and you are solely responsible for all use of the services through your e-mail and password. In case you become aware of any known or suspected unauthorized use of your Player's Account or any breach of security you are required to immediately notify Gaming Operator hereof in order to suspend your Player’s Account. Any unauthorized use of your e-mail or password shall be deemed as your use and you are responsible for all charges to your Player's Account until such notification is made to Gaming Operator. Should a Player give away, share, or lose its e-mail and/or password, the Gaming Operator shall not be liable for any loss or damage as a result thereof.
2.7 A Player’s Account can have the following status:
Open: A Player’s Account can only be opened by the Player and will remain open as long as the account is not classified as Closed, Inactive or Dormant by the Gaming Operator, or until Blocked or Terminated by the Player (“Open”).
Inactive: A Player's Account will automatically be classified as inactive if no log-in and/or log-out has occurred on the Player's Account during a period exceeding twelve (12) consecutive months ("Inactive"). In accordance with Section 22, the Gaming Operator will charge an administrative fee for the costs incurred by the Gaming Operator for maintaining of the Inactive Account until the Player's Account status is changed to Open, Dormant, Closed or Terminated ("Maintenance Fee"). The fee shall not exceed the amount stipulated by the MGA Directive 1 of 2011,that is EUR 5 per month.
Dormant: A Player's Account will automatically be classified as dormant if there has been no log-in and/or log-out on the Player’s Account during a consecutive period of thirty (30) months ("Dormant"). When an account is classified as Dormant Section 12.3 applies.
Self-Excluded: A Player’s Account may be Self-Excluded by the Player in accordance with Section 12.6 below when the Player wants a break from gaming (“Self-Excluded”). Self-Excluded accounts are not subject to any additional fees.
3. DEPOSITS AND WAGERS
3.1 The Gaming Operator does not accept cash payments to the Player’s Account. Deposits can only be made via the Site. Know Your Customer (KYC) procedures are carried out by the Gaming Operator when Players deposit money. Detailed information concerning the payment methods is available on the Site.
3.2 The minimum deposit is 10 euro, the maximum deposit limit is subject to payment method and may differ from time to time. Please visit the payment page to see the different maximum limits.
3.3 The currency of the Player’s Account is decided upon registration. The Gaming Operator accept payments made in the currencies listed on the Site from time to time.
3.4 A Player may access its Player's Account immediately upon affecting the deposit and the payment supplier's confirmation that the transaction has been affected. A Player may place wagers as soon as the Player has access to the funds on the Player's Account. All deposits are made in real-time and if completed successfully will be credited to the Player's Account instantly. All deposits are irreversible.
3.5 A wager can only be placed over the internet. Gaming Operator will not accept a wager from a Player unless there are sufficient funds in the Player’s account to cover the amount of the wager. Gaming Operator reserves the right to refuse or limit any wager. Gaming Operator will not grant a Player any credit and the Player may not use any amounts credited in error for the purpose of placing a wager.
3.6. Player acknowledges that there is a risk of losing money when when playing at the Site and that the Gaming Operator has no responsibility to you for such losses. Player also acknowledges the Gaming Operator is not a financial institution. Neither deposits nor winnings are interest-bearing, i.e. the Player will not receive any interest on the balance on the Player’s account. Players are not entitled to make any transfers between Players or between different Player’s Accounts.
3.7 Deposits made to a Player’s Account must be used as wagers in games on the Site. A deposit must be wagered at least once before a withdrawal can be initiated. All wagers are binding for the Player when made and cannot be cancelled. If a wager is placed or a hand is played using the username and password of a Player it will be considered to have been made by that Player and therefore valid.
3.8 The Gaming Operator endeavors wherever possible to ensure the full protection of all
Players and their wagers. However, there are certain events that are beyond the Gaming Operator's control and the Player acknowledges that the games are played over Internet, and, in the case of mobile devices, over the cellular mobile telephone networks. These are communication mediums that are known to be imperfect. If a Player has wagered on a game, but has not started the game when disconnected through a technical malfunction, the game will not take place. If the Player has wagered and has started the game when disconnected the game will be recorded on the game servers and the wager will stand and the outcome will be reflected in the Player's Account status and, if the Player wins, the amount will be credited to the Player's Account. The Player understands that in the event of disconnection the records stored on the game server shall be the final authority in determining the outcome of any wagers placed and the circumstances in which such wagers were made. The Gaming Operator reserves the right, at any time and without prior warning, to cease to offer an announced game and to withdraw a scheduled gaming activity. In such event all commenced but not completed games will be annulled and the wagers will be repaid to the Player.
3.9 In accordance with the payment methods and fees described on the Site at wunderino.com/account/deposit there is a minimum amount of any single transfer (deposit) to a Player's Account ("Minimum Deposit Amount"). In case a transfer is initially accepted and thus shown on the Player’s Account and the Gaming Operator later receives notice from the card issuer that the transfer for any reason shall be reversed, Gaming Operator will temporarily Close the Player’s Account on suspicion of fraud or stolen credit card.
3.10 Financial institutions, card providers, banks and other third party payment processors may charge a fee for processing payments ("Third Party Payment Processor Fees"). The Player is liable to pay any and all such Third Party Payment Processor Fees. The Gaming Operator may charge deposit fees as defined on the Site at wunderino.com/account/deposit
3.11 Gaming Operator will monitor all wagers and account transactions. It is prohibited and unlawful to deposit money from ill-gotten means. Therefore, all transactions are checked to prevent money laundering and all suspicious transactions will be reported to the Gaming Operator's Money Laundering Reporting Officer (MLRO) who will report to and advise the relevant authorities.
3.12 A Player can at any time log in to his account and view a statement of his account which would show all transactions effected on that account, that is deposits, bonuses, winnings, wagers and withdrawals. Should the Player notice any mistakes he must notify the Gaming Operator immediately so that the mistake can be rectified. Players should report such a mistake within 90 days from when the mistake first appeared on the statement available on the website.
3.13 Gaming Operator shall hold all customer funds separate from company funds in ring fenced accounts with a reputable bank.
4.1 In the event of:
a) a game malfunction;
b) any use of the Site in a way not intended by its design;
d) an obvious misprint in a pay table; or
e) any wager or account transaction of ill-gotten means or otherwise related to such transactions described in Section 3.8 above
all related wagers, bonuses received and winnings accrued thereof are considered null and void, and the Player’s Account will be returned to its starting balance (for the avoidance of doubt the starting balance is the balance the Player had on the Player's Account prior to the erroneous wagering activity less any bonuses received and winnings accrued thereof). In case of an error referable to Gaming Operator's suppliers or other third parties, Section 16.3 below shall apply.
4.2 The Gaming Operator reserves the right to declare a wager void if Gaming Operator, at its own discretion, would deem it obvious that any of the following circumstances have occurred;
a) the Player, or people associated with the Player may directly or indirectly influence the outcome of an event;
b) the Player and or people associated with the Player are directly or indirectly avoiding the rules of the Gaming Operator;
c) the result of an event has been directly or indirectly affected by criminal activity;
d) wagers have been placed that would not have been accepted otherwise, but that were accepted during periods when the website have been affected by technical problems;
e) due to an error, such as a mistake, misprint, technical error, force majeure or otherwise, wagers have been offered, placed and or accepted due to this error.
5.1 Available withdrawal options and associated fees and requirements are listed on the Site at wunderino.com/account/withdrawal. Detailed information concerning the available withdrawal options is available on the Site.
5.2 The Player has access to its deposits and winnings (subject to the bonus money turnover requirements set forth below) and may at any time request a pay-out from its Player’s Account. The Gaming Operator will execute pay-outs within three bank days. In accordance with the terms set out on the Site at wunderino.com/account/withdrawal there is a minimum pay-out amount (“Minimum Pay-Out Amount”).
5.3 In case of cumulative amounts in excess of the equivalent of 2,300 EUR the Gaming Operator will conduct an identification verification process to establish the Player's identity, age and place of residence. The Gaming Operator also reserves the right to perform such verification procedures in connection with pay-outs where the amount corresponds to less than the equivalent of 2,300 EUR.
5.4 The Gaming Operator also reserves the right, to divide the pay-out into ten or fewer equal instalments, paid every month until the full amount is paid out, if you win 100,000 EUR or more and decide to withdraw a major part of the winning (over 50%), Interest on the sum is not applicable.
5.5 In the event a Player wants to withdraw a smaller amount than the Minimum Pay-Out Amount, Gaming Operator shall be entitled to charge the service fee set forth in on the Site at wunderino.com/account/withdrawal (“Service Fee”) from the balance of the Player’s Account. If a Player Terminates the Player’s Account, all funds (except bonus money) will be transferred to the bank account or credit card from which the funds paid into the Player's Account originated.
5.6 Gaming Operator actively endeavors to combat money-laundering. All transactions are checked to prevent money-laundering and suspicious transactions will be reported to the relevant authorities. As a standard operating procedure, pay-outs from a Player’s Account to the Player will be made to the bank account or credit card from which the funds paid into the Player's Account originated. To the extent considered possible by the Gaming Operator, transactions will be made in accordance with the choice of withdrawal method provided by the Player to the Gaming Operator. However, the Gaming Operator reserves the right, at all times, to make the final decision on the choice of withdrawal method. Depending on the Player's or the Gaming Operator's choice of withdrawal method withdrawals may result in fees payable to a third party, such as banks and financial institutions. Information about applicable fees from time to time is provided on the Site under "My Account" and "Settings". The Player understands and accepts that such fees and other fees payable to third parties shall be paid by the Player. In case a bank account has not been designated by the Player, the Player will be required to e-mail a copy of the Player’s identification documents to the Gaming Operator and notify the Gaming Operator of the bank account to which payment shall be made.
5.7 Before any pay-outs are carried out the Gaming Operator has the right to request a valid document of identification, for example a copy of a passport, driver’s license or any other valid document of identification. The Gaming Operator reserves the right, in its sole discretion, to determine which documents of identification that are acceptable. If the Player has deposited funds with credit cards or debit cards or if the Player has requested a pay-out to be made to a credit card or debit card, the Gaming Operator has the right to request copies of both front page and back page the relevant card. For the Player's own safety, the Gaming Operator recommends that the Player only makes the first six (6) digits and the last four (4) digits on the credit card or debit card visible when providing the copy of the card. The CVV/CVV2 number on the credit card or debit card should not be visible on the copy.
5.8 Financial institutions, banks and other Third Party Payment Processors may charge Third Party Payment Processor Fees. The Player is liable to pay any and all Third party Payment Processor Fees.
5.9 Gaming Operator reserves the right to refuse pay-outs from the Player’s Account and to Close a Player’s Account if this is not used for wagers on the Site and/or if there is suspicion of abuse of the Gaming Operator services, fraud or any other criminal act.
6. SOCIAL RESPONSIBILITY AND SELF PROTECTION
6.1 The Player and Gaming Operator are aware of the risks of excessive gambling. Further information regarding the risks associated with gambling can be found in our Responsible Gambling section wunderino.com/about/play-safe In order to minimize these risks the Player is able to voluntarily put limits on the Player's gaming in the following ways ("Gaming Limitations"):
(a) Set a limit on the total amount the Player may wager during a certain time period by contacting Support.
(b) Set a limit on the total losses the Player is allowed to incur during a certain time period by contacting Support.
(c) Set a limit of the time during which the Player is allowed to play during a certain session.
(d) Set a limit on the amount that the Player is allowed to deposit into the Player's Account per:
i. day ii. week iii. month
(e) Self-Exclusion of the Player’s Account. A Self-Exclusion of the Player’s Account can have the following effective periods:
i. Six months ii One year iii. Five years iv. Permanently v. Indefinitely
An account that has been Self-Excluded for one of the above effective periods cannot be opened until the full effective period has elapsed, even if the Player wishes to do so. The Player is also able to Self-Exclude the Player's Account for an indefinite period of time. An account that has been Self-Excluded for an indefinite period of time can be reopened seven days after the Operator receives such a request.
6.2 The above Gaming Limitations are carried out by using the tools available in the Responsible Gambling section on the Site or by contacting Customer Service at the Site (Customer Service/Contact Us/Select Topic/Limits) or in writing. A requested Gaming Limitation will have effect immediately when using the tools in the player safety section or when a confirmation email from Customer Service is received by the Player. The same procedure is used in case a prior Gaming Limitation is lowered. The Player is required to follow the Gaming Operator's instructions for implementing a Gaming Limitation. If a Gaming Limitation is raised or lifted, such change will have effect seven days after the Gaming Operator's receipt of the request. A Gaming Limitation set by the Player will remain in effect until the Player has revoked or changed such limitation. The Gaming Operator will not accept wagers in contradiction to the Gaming Limitations set by the Player.
6.3 A request to Self-Exclude is a formal acknowledgement by You as a Player that You are experiencing problems with your gambling and wish to take steps to address these problems. Gambling Operator expects the Player to abide by this Self-Exclusion agreement and not try to breach it by trying to open additional accounts on this Site or other sites provided by the Gaming Operator.
6.4 It is illegal for anyone under the age of 18 to gamble. Gaming Operator takes its responsibilities to prevent access by persons under the permitted age very seriously. We make it perfectly clear in our Terms and Conditions and in the account registration process that underage gambling is illegal. We reserve the right to carry out verification checks to ensure that all account holders are at least 18 years old and may suspend an account until adequate verification is received.
For this reason we advise parents to make use of third party applications that can be used to monitor or restrict the use of their computer’s access to the internet. Netnanny (http://www.netnanny.com) or Cybersitter (http://www.cybersitter.com) are examples of such software.
6.5 We like to inform you as a Player that there are additional software tools available that can be used to assist you in restricting access to gambling sites. Examples of such tools are Betfilter (http://www.betfilter.com) and GamBlock (http://www.gamblock.com).
7. BONUSES AND FREESPINS
7.1 Gaming Operator will from time to time award bonus money to Players which are accounted for separately. Gaming Operator reserves the right to refuse or rescind bonuses at any time for any reason. Bonus money cannot under any circumstance be withdrawn from the Player’s Account. If a Player withdraws money from its Player' Account and there still is bonus money on the Player's Account which has not been wagered in accordance with Section 7.3 such un-wagered bonus money on the Player's Account will be automatically forfeited and no longer available for the Player. The Gaming Operator applies the principle that cash funds on the Player's Account are first used for payment of games and bonuses in second hand.
7.2 Any bonuses and/or freespins may only be used on a single occasion per Player's Account. It is not allowed in any way for a Player to use another Player's Account in order to circumvent this restriction and gain more than one bonus/freespin. Any bonuses and/or freespins can only be used once by each household, family, address, e-mail address, IP-address and Player's Accounts which are used from computers in public environments (such as schools, workplaces and libraries). In addition, the Gaming Operator reserves the right to Close any Player's Account and seize any existing funds if the Gaming Operator suspects that any kind of abuse, fraud or other undue usage of the Player's Account occurs.
7.3 In relation to certain games, bonus money must be wagered by the Player a certain number of times before any winnings resulting from the bonus money can be withdrawn from the Player’s Account (called a turnover requirement). The turnover requirements are described on the Site wunderino.com/faq. The Player is responsible for ensuring that the Player is aware of the terms and conditions of the turnover requirements at all times.
7.4 Some games are excluded from bonus play and Player is not allowed to use bonus funds to wager on any of the excluded games. The list of excluded games includes, but is not limited to, the following games;. Table Games, Poker Games, Mega Joker, Progressive jackpots, Jackpot 6000 or Video Poker games. The only valid games are Classic Slots, Video Slots, Keno, Bingo, Golden Derby, Triple Wins, Cash Bomb and Vault assault. The excluded games are described on the Site wunderino.com/faq. It is the responsibility of the Player to ensure that the Player is aware of the terms and conditions of the excluded games at all times.
7.5 All winnings as a result of wagering, when having an active bonus, is also considered bonus money and cannot be withdrawn until the original turnover requirement has been met.
7.6 Any winnings during free spins are considered bonus money and must be wagered according to the turnover requirements before a withdrawal is possible.
7.7 A maximum wagering limit applies when using bonus money, until the turnover requirement has been fulfilled. The maximum limit from time to time is set out at wunderino.com/faq. For the purposes of this requirement, a spin is defined as a spin on a game machine, or a corresponding game in the casino.
7.8 Irregular play is not allowed and includes, but is not limited to, the placing of larger bonus wagers leading to a substantial increase of the balance, followed by the placing of bonus wagers of less than half of the prior value in order to complete the bonus turnover requirement.
7.9 A complete list of current bonus offers available from time to time is posted on the Site.
7.10 Gaming Operator reserves the right to deny or withdraw the bonus offering(s) at any time. No written correspondence will be initiated and Gaming Operator’s decisions are final.
7.11 Gaming Operator reserves the right to exclude a Player from future bonuses if the majority of the Player’s deposits over time have been made in conjunction with bonus offers.
7.12 Maximum payout from any no-deposit welcome bonuses or free spins (excludes those associated with a deposit bonus) is €100, 1000 SEK
7.13 The Gaming Operator reserves the right to void winnings as a result of wagering with a bonus active where a value, or part of a value, has been built up by a Player and subsequently activated with a real money deposit. Section 7.14 shall apply if any part of the value was created with a no-deposit welcome bonus or free spin.
7.14 If a Player uses a proxy server or similar to connect to the Site in order to alter or hide the true identity of the Player, or alter or hide the true identity of the Player’s computer equipment, Gaming Operator reserves the right to void any bonuses and any winnings made while playing with bonus money.
8. GAME SPECIFIC TERMS
8.1 Certain provisions laid down in this section refer to the rules, terms and contractual provisions for specific games, which are found in the specific game tabs on the Site. The rules of such games form an integral part of these Terms and Conditions
8.2 The Player shall abide by any and all rules in the Games as set out in connection with the Games and/or in the corresponding help files such as the House Rules and the House Policies.
8.3 For our casino offering which include videoslots, classic slots, table games, videopoker, scratch cards and other games, the payout-ratio is between 83% - 99.75%, depending on game. Payout ratio is the average percentage of bets going back as winnings to the player. For more information please visit wunderino.com/faq.
9. WINNINGS AND PRIZES
9.1 From time to time competitions will be held on the Site with different kinds of prizes (“Competition Prizes”). These competitions are completely separate from the games and any Competition Prizes will thus not be shown in the Player’s Account history. Competition Prizes have a monetary value and cannot be exchanged for money. Gaming Operator will contact a Player that has won a Competition Prize in order to verify that the address provided upon registration is correct. The Player is required to reply and confirm that the address is correct before Gaming Operator delivers the Competition Prize. Any tax levied on Competition Prizes are payable by the Player.
9.2 By accepting any winnings or prize, the Player agrees that Gaming Operator may propose to the Player to participate in PR and advertising activities. The Player will not under any circumstances be obligated to participate in such activities. In case the Player elects to participate in such activity no compensation other than the winnings or prize will be paid by Gaming Operator.
10. CUSTOMER SUPPORT AND COMPLAINTS
10.1 Customer support is provided and complaints are handled by Gaming Operator through an on-line help desk using the contact form at the Site (the “Customer Support”). All inquiries and complaints must be directed to the Customer Support in writing or in electronic format. A complaint shall be deemed to have been submitted in a valid manner when it contains clear information regarding the Player’s identity and gives all relevant details giving rise to the complaint. If you have submitted a help desk request you are required to allow Customer Support staff adequate time to respond to your inquiry or complaint. Complaints will normally be handled by the Gaming Operator within two working days from submission of the complaint by the Player.
10.2 If you are not content with the Gaming Operator’s handling of your complaint, you may submit your complaint to Malta Gaming Authority at Support.firstname.lastname@example.org.
10.3 In the event that there is a discrepancy between the outcome of a game as recorded in Gaming Operator's database, and that recorded by the Player, the information recorded in the Gaming Operator's game server will be considered valid.
10.4 Spamming of Customer Support (sending repeated copies of the same message) is prohibited. Players are prohibited from harassing or abusing the Customer Support staff. Players are requested to address their concerns without the use of obscenities or threatening language.
11. TERMINATION, BLOCKING AND CLOSING OF PLAYER'S ACCOUNTS
11.3 The Player accepts and acknowledges that the Player’s Account automatically will be classified as Dormant if there has been no log-in and/or log-out on the Player’s Account during a consecutive period of thirty (30) months. Should the Player’s Account be classified as Dormant, the Gaming Operator will try to contact the Player using the email address on record in order to pay out the balance on the Player’s Account, minus any bonus money, to the Player. If the Gaming Operator using reasonable efforts is unable to contact the Player,, the money will be forfeited and remitted to the MGA. A Player is prevented from bringing a claim against the Gaming Operator in the event the Gaming Operator has duly remitted the balance in a Player’s account to the MGA.
12. PERSONAL DATA
12.1 Gaming Operator is committed to protecting your privacy and personal information. Personal and financial information of Players will be kept confidential. However, under applicable laws and gaming regulations, Gaming Operator is required to maintain a secure online list of all registered Players which may be disclosed to the applicable regulator upon request by the regulator. Hence personal data needed to identify a Player and such Player’s gaming transactions will not be deleted even if a Player’s Account is Closed, Blocked or Terminated. Gaming Operator may retain such information for the period that is required in accordance with applicable laws and gaming regulations. Gaming Operator will delete or destroy such information about you when it is no longer needed and in line with applicable laws and gaming regulations.
12.2 "Personal Information" shall be defined as any information about the Player that directly or indirectly identifies the Player. The types of Personal Information the Company may collect from the Player could include, for example, the Player’s name, contact information, birth date and billing information. Most of the Personal Information is supplied by the Player on a voluntary basis and some is gathered automatically by the Gaming Operator’s systems such as statistical data on the Player’s use of the Gaming Operators website.
12.3 On a need to know basis, the following staff members of Gaming Operator will have access to your privacy and personal information:
Customer Service Officers and Staff
Corporate and Public Affairs Staff
Data Protection Officer
Management and Directors
12.4 The Player's personal data will not be disclosed to third parties, unless such disclosure is necessary to process the Player's requests, such as effecting transactions on the Player's Account or participating in games, to carry verification procedures or unless it is otherwise required by law. Since the Gaming Operator's service providers are responsible for certain parts of the overall functioning or operation of the Site, personal data may be disclosed to such third parties and the Player hereby consents to such disclosures.
12.6 The Player also consents to the processing and transfer of personal data for the purposes of detecting and preventing fraud and other criminal activities in relation to the Gaming Operator.
12.7 By using this Site and/or any services provided by the Gaming Operator you opt-in and consent to receiving communications by SMS, e-mail and telephone. Should a Player wish to opt-out from receiving such communication, the Player may opt-out by editing the settings in My Account on the Site.
13. LOCAL LAWS AND PROHIBITIONS
13.1 It is the sole responsibility of the Player to understand the laws in his/her jurisdiction of residence relating to all aspects of playing at Gaming Operator. Your access to the Site is on your own initiative and you are responsible for your compliance with local laws if and to the extent local laws are applicable. Gaming Operator makes no representation that materials on the Site or Gaming Operator's services are appropriate, available or allowed in your jurisdiction. Gaming Operator is unable to provide any legal advice regarding this matter and Gaming Operator accepts no responsibility whatsoever should an individual act in breach of any law or regulation in transacting with Gaming Operator in whichever manner.
13.2 Persons who are citizens of or resident in the following countries are expressly prohibited from using the Site and playing any games provided by Gaming Operator. By registering as a Player, you confirm that you are not a citizen of or a resident in any of the following countries: Afghanistan, Algeria, Angola, Bahrain, China, Denmark, Eritrea, Ethiopia, France, Hong Kong, Indonesia, Italy, Yemen, Jordan, Iran, Iraq, Kuwait, Libya, Malaysia, Mauretania, Mauritius, Morocco, Norfolk Island,North Korea, United Kingdom, Oman, Pakistan, Qatar, Rwanda, Saudi Arabia, Somalia, Spain, South Sudan, Sudan, Syria, Tunisia, Turkey, United Arab Emirates, and the United States of America (its territories and possessions, including but not limited to Puerto Rico, Guam, American Samoa and the U.S. Virgin Islands and U.S. military bases and ships at sea, and the Islands of the Caribbean Basin).
The Site may provide links or references to other websites. Gaming Operator has no particular knowledge of information contained in such other sites and does not endorse companies or products to which it links. Gaming Operator does not have any responsibility for the contents or policies of such other sites and does not accept any liability for any damages resulting from your access to or use of such other sites. If you decide to access any of the third party sites linked to the Site, you do so entirely at your own risk. Gaming Operator reserves the right to terminate any link or linking program at any time.
15. INTELLECTUAL PROPERTY RIGHTS
15.1 All content on the Site, such as text, graphics, logos, button icons, images, audio clips, digital downloads and software is owned or licensed by Gaming Operator. You may not access, print and download portions of material from the Site unless expressly permitted and then solely for your personal and non-commercial use. Information on the Site may not be altered, distributed or displayed without the express consent of Gaming Operator.
15.2 Gaming Operator's trademarks, trade names and other symbols included or referenced on the Site (the "Marks") are protected by national and international trademark laws. All use of the Marks is strictly prohibited without Gaming Operator's prior written approval. The Marks may not be used in connection with any product or service that is not approved by Gaming Operator or in any manner that is likely to cause confusion among customers or that disparages or discredits Gaming Operator. The Player does not obtain any rights in relation to the Marks or any other materials on the Site. A breach of these provisions may entail liability for damages.
15.3 If you upload or post materials to the Site (including but not limited to comments, suggestions, problem reports, bug reports and design ideas) you agree that you automatically grant to Gaming Operator a non-exclusive, royalty-free, world-wide and perpetual license to use, modify, incorporate and reproduce such materials in any manner and you waive all your moral rights in relation to such materials.
16. LIMITATION OF LIABILITY AND DISCLAIMER
16.1 To the extent allowed under applicable laws, neither the Gaming Operator nor any of its affiliates or content or service providers accepts any liability for any direct, indirect, special, punitive, incidental, exemplary or consequential damages of any kind arising from or relating to your access to and use of the Site and/or the services provided by the Gaming Operator. In no event shall the Gaming Operator's total liability to you for all damages, losses, and causes of action exceed the amount you have deposited to your Player Account during the last 90 days calculated from the date when the incident occurred.
16.2 The Gaming Operator does not warrant that the Site or the services provided by the Gaming Operator will be provided without interruptions, interferences, delays or other types of errors nor that any defects will be corrected. The Site and the services are provided on an "as is" basis.
16.3 If the Gaming Operator, due to a technical error in the systems that Gaming Operator licenses from its suppliers or due to any other reason outside Gaming Operator's reasonable control, makes an erroneous payment to the Player's Account, such erroneous payment shall be paid back to Gaming Operator as soon as the error has been identified. Gaming Operator shall be entitled to reclaim such erroneous payment without the Player's prior consent. Such erroneous payment shall be regarded as a debt to Gaming Operator until correction has been made. The Player is obligated to inform Gaming Operator immediately hereof upon becoming aware of an erroneous payment.
16.4 Player acknowledges it is solely responsible for any applicable taxes which may be payable on real money or prizes awarded to you through playing on the Site.
17. AMENDMENTS AND CHANGES
18. FORCE MAJEURE
Any failure or delay by Gaming Operator in the performance of its obligations of its services shall not be deemed a breach of its obligations to you if such failure or delay to the extent such failure or delay is caused by fire, flood, earthquake, elements of nature or acts of God, public utility electrical failure, acts of war, terrorism, riots, civil disorders, rebellions or revolutions, strikes, lockouts, or labour difficulties, court order, outage, delays or disruptions of the Internet or telecommunications networks, third party non-performance or any other similar cause beyond the reasonable control of Gaming Operator. Gaming Operator does not accept any liability for the consequences arising out of any such force majeure events.
20. GOVERNING LAWS AND DISPUTES
By accessing the Site and/or registering as a Player you agree that all matters relating to your access to and use the Site and services provided by Gaming Operator shall be governed by and construed in accordance with the laws of Malta, without giving effect to any principles of conflicts of law. Any dispute arising out of your use of the Site and/or Gaming Operator's services shall be settled by the courts of Malta and you hereby agree to submit to the exclusive jurisdiction of such courts.