General terms and conditions

1. General rules

1.1

Please read these General Terms and Conditions prior to using our website Tuplaa.com (hereinafter referred to as the "Website"). By using or accessing any section of the Website you agree to be legally bound by all of the following terms and conditions (hereinafter collectively referred to as the "Terms"): - General Terms and Conditions displayed on this page; - Privacy Policy; - Specific terms of advertising campaigns, bonuses, and special promotions offered on our Website; - Rules of particular games offered on our Website, which may be accessed through such games; - Other terms and conditions that you may accept in order to use certain sections and services available on our Website.

1.2

In case of any discrepancy terms of advertising campaigns, bonuses, and special promotions shall take precedence over the other Terms.

1.3

If you do not agree to accept and abide by all of the Terms, you must not open an account or use any of the services offered through our Website. Further use of the Website will indicate your acceptance of the Terms.

1.4

This Website is licensed and regulated by virtue of the License No. XXXXX issued by the Government of the Autonomous Island of Anjouan, Union of Comoros.

1.5

This Website is operated by the license holder 3-102-962728 SRL (Trading as Tuplaagroup) incorporated in the Republic of Costa Rica registered with company number 3-102-962728 and having its registered address at SAN PEDRO, CUATROCIENTOS METROS AL NORTE Y CINCUENTA AL ESTE DEL AUTOMERCADO LOS YOSES, EDIFICIO OFIDENT, OFICINA NUMERO TRES. (hereinafter referred to as the "Company").

1.6

Unless otherwise defined, all references in the Terms to "we", "us", "our" refer to the Company, while references to “customer”, “you”, “your” refer to the person using our Website and accepting the Terms.

1.7

The binding version of the Terms is the English version. All translations are provided for your convenience only. In the event of discrepancy between the English version of the Terms and any other language version, the English version shall prevail. By accepting the Terms, you warrant that your knowledge of the English language is sufficient to fully understand the Terms.

2. Regulatory requirements and limitations

2.1

You may use the Website's services only if you have reached the legal age under the law applicable to you and are at least 18 years of age. By accepting the Terms, you warrant that you comply with the above age restrictions and you must immediately leave the Website if you have not yet reached the age of 18.

2.2

The Company does not provide any assurances or warranties with regards to the legality of your use of the Website, particularly in case gambling is prohibited, regulated or unregulated in your jurisdiction. It is solely your responsibility to know the laws of your country concerning online gambling and the use of the Website, at all times. Before attempting to open an account with the Website and thereafter each time before using it you must verify whether online gambling is legal in your particular jurisdiction. By using this Website, you warrant that you are legally allowed to gamble online. If at any time online gambling in your jurisdiction becomes illegal or otherwise restricted, you must immediately close your account with the Website and stop using its services.

2.3

Residents of the following countries (the “Excluded Jurisdictions”): Austria, Belize, Comoros, France, Germany, Netherlands, Spain, Statia, St. Martin, United Kingdom, USA, all FATF blacklisted countries, and or any other jurisdictions deemed prohibited by Anjouan Offshore Financial Authority do not have the right to open accounts with our Website or add monetary funds to their accounts. We reserve the right to change the list of Excluded Jurisdictions at our sole and absolute discretion and without forewarning. All such changes will be published on our Website. You must check the Terms frequently to make sure you are not located in any of the Excluded Jurisdictions as updated from time to time. If you live in or are located in one of these jurisdictions, you agree not to open and/or use your account on the Website and to immediately close your account if you have previously opened it.

2.4

Apart from the aforementioned Excluded Jurisdictions, please note that some of the software providers represented at our Website prohibit customers from certain jurisdictions from placing bets or using their respective software, as listed in Section "Additional Territorial Restrictions" of these General Terms and Conditions. By accessing such software, you warrant that you are not a resident of such jurisdictions.

3. Your account

3.1

In order to use the full functionality of our Website you must open a personal account with the Website.

3.2

Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as “Duplicate Accounts”. You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions: - each action performed using a Duplicate Account is considered void; - any promotions that the Duplicate Account has participated in will be cancelled; - any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company; - the Duplicate Account will be closed without an option to reopen it.

3.3

You must keep your login/username and password confidential and not disclose this information to third parties. You are solely responsible for any kind of action and/or transaction that are made using your account. Any party that enters your account using the correct login and password will be considered as you and any transactions will be considered as valid and made by you. We shall not be liable or responsible for third parties accessing your account or for any losses connected with the unauthorized use of your account; all such unauthorized use will be considered your own use.

3.4

You must not sell or transfer your account to any other person and you must not buy or acquire accounts of other persons. You agree that any attempt to do so shall be null and void and shall constitute a breach of these General Terms and Conditions. This restriction includes, however is not limited to, a full prohibition on the transfer of any assets of value of any kind, such as, however not limited to, ownership of accounts, winnings, deposits, bets, rights and/or claims in connection with these assets, legal, commercial or otherwise. The prohibition of the said transfers includes, however is not limited to, the encumbrance, pledging, assigning, usufruct, trading, brokering, hypothecation and/or gifting in cooperation with a fiduciary or any other third party, company, natural or legal individual, foundation and/or association in any way shape of form.

3.5

It is forbidden to use the login and password of any other person to access the Website.

3.6

You must maintain your account details up-to-date. You must immediately let us know of any changes in your registration data.

3.7

Closure of your account: You may request the closure of your account at any time by sending an email to customer support at [email protected], subject to the following conditions: - You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests. - In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.

3.8

Self-exclusion request: you can contact the customer service via e-mail: [email protected], and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

3.9

We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

4. Your warranties

4.1

By opening an account on our Website and by using our Website you warrant that: - you are acting on your own behalf; - you are a competent and law-abiding citizen; - you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances; - all data and information that you have provided when registering at our Website is true and real and you will continue updating this information in case of any changes; - you fully understand and accept the fact that there is a possibility of monetary loss while using our services; - you are not using monetary funds that you have received in an illegal way or from illegal sources; - you have not entered into collusion and will not make an attempt to collude directly or indirectly with another customer of the Website; - the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

4.2

By opening an account on this Website, you warrant that you have never previously registered another account or received any money through an account belonging to any other person.

4.3

By opening an account on this Website, you warrant that you have provided us with true and complete information as requested in the registration form.

5. Verification of your age, identity, and other checks

5.1

You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.2

We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

5.3

You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

5.4

We may use a recognized third-parties provider to undertake the Checks on our behalf, including authorized credit reference agencies, identity verification services and/or fraud prevention software. Personal details may be provided to such third parties in accordance with our Privacy Notice.

5.5

By accepting these Terms and Conditions, you agree that we are entitled to carry out additional security checks to verify account information and activity in line with applicable regulation and our security and anti-fraud procedures, by carrying out verification via calls / phone, face verification or other such verification as is required to ensure that you are who you say you are.

6. Account balance, depositing and withdrawing funds

6.1

When you open an account at the Website you agree that the financial operations connected to your account will be processed directly by the Company, an operator of a payment system, and/or by a third party designated by the Company to perform this activity.

6.2

Depositing or withdrawing funds is facilitated through the payment system of your choice (among those available on the Website from time to time). Wherever possible, withdrawals are processed using the same payment method used to fund the account. You shall use the payment system services available on the Website in accordance with the rules of use imposed by the respective providers of such services.

6.3

The account balance is not a bank balance and therefore cannot be subject to insurance, asset-backing or guarantees of any other kind. A deposit or an active balance does not earn any interest.

6.4

By making a deposit, you grant the Company the permission to debit from your balance any fines or dues in connection to your activity, as provided by the Terms or the applicable law. You also agree to avoid charging back the deposited funds, annulling the deposits, and agree to compensate the Company for the costs associated with the chargebacks and recalls.

6.5

The Company reserves the right to define the minimum and maximum sums of the deposit to the account at its discretion.

6.6 Refund policy

6.6.1

You acknowledge and agree that the Company generally offers no refunds of the funds deposited to your account. However, we may consider a refund in exceptional circumstances at the Company’s absolute discretion.

6.6.2

No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

6.6.3

To be considered for a refund, you must contact our customer support within 24 (twenty- four) hours of the transaction in question. We will endeavor to respond to your request within 10 (ten) business days. For the avoidance of doubt, all refunds are always at our sole and absolute discretion.

6.6.4

We reserve the right to withhold any refund or reverse transaction until the identity of the Player Account User is adequately established to our satisfaction. You agree to provide, in case We demand, your Identity Document (Passport, Driving Licence, Identity Card) and any Proof of Address you may provide (Utility Bill, Bank Statement, Rental Agreement etc.), also, Verification of your Payment Method Ownership may be required. If such documentation is not provided within thirty (30) days of our request, then such refund or reverse transaction shall not be affected, Your Player Account shall be closed and You shall forfeit all funds in Your Player Account, such decision shall be final, binding and not subject to appeal.

6.6.5

If you were funding your account with a Credit Card we reserve the right to pay all withdrawal requests up to the total amount deposited as refunds against the purchases you have made.

6.6.6

If any credit card purchases are considered to carry an unacceptable risk for security or legal reasons either by our credit card processors or by our KYC Department, the Casino will initiate refunds for all such transactions back to the credit card, and notify all the appropriate authorities and parties.

6.6.7

In all cases when we perform a refund, all bonuses and winnings in your balance will be deducted prior to calculating the amount to be refunded.

6.7

You can withdraw any winnings from your account by submitting a valid withdrawal request. We will process all such requests in accordance with our withdrawal rules as described in the Terms.

6.8

Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than 0.50 EUR (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer.

6.9

You agree that the Company reserves the right to cancel any withdrawal in the event of you being suspected of fraud, collusion or illegal activity.

6.10

The Company will attempt to satisfy your wishes in terms of payment method, however, the use of the payment method you prefer could not be guaranteed. Therefore, the Company may work through and perform payments using payment systems that differ from the one you requested to be used for processing your withdrawal.

6.11

The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors.

6.12

The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. In such cases, the Company may start and/or take part in and/or help in the investigation of the circumstances and you agree to provide support and assistance in any such investigation. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed.

6.13

If an Account Holder does not log into his Account for a period of 180 (one hundred eighty) days, the Account will be considered as ‘Inactive Account’. Each Month we may charge 5 EUR (five) as an administration fee while the Account remains Inactive. We have the right to change the monthly administrative fee on our own discretion without notice. If the Account balance is less than 5 EUR (five), the entire amount will be charged. When the balance reaches zero, no more administrative fees shall apply.

6.14

In case of software malfunctions, erroneous financial transactions, etc., the Company has the right to write off incorrectly accrued funds from the customer's accounts, and also undertakes to refund all amounts incorrectly written off or not accrued due to technical problems to customers' accounts during 30 (thirty) days from the time such failure has been detected.

6.15

In case the Company has mistakenly (due to a technical error in the winnings table, an error caused by a human factor or a different kind of error) replenished the customer’s account with funds that do not belong to him, then this amount will be considered the property of the Company and will be deducted from the customer’s account. If a customer withdraws funds that do not belong to him before the error was noticed, then the mistakenly paid amount (without prejudice to the legal means and actions of the customer) will be considered as a customer's debt to the Company. In the event of an inaccurate replenishment of the balance, the customer must immediately notify the Company via email.

6.16

Transfer of funds between customers in any form is strictly prohibited. The Company reserves the right to block all the accounts involved in transfers, deduct any winnings and report such activity to the relevant authorities.

6.17

At any point in time, the Company is authorized to write off the positive balance in your account balance to credit the amount you owe to the Company.

6.18

You assume full responsibility for paying all taxes, collections and other expenditures associated with any win from using the Website services. You agree to compensate the Company for all expenses or losses that the Company may incur as a result of any liability or requirement presented to us by a government body due to requirements to withhold or pay taxes or similar requirements in connection to your withdrawal request or income

7. Bonuses and promotions

7.1

From time to time we may offer promotional incentives to our customers, such as bonus funds, free spins, loyalty points and/or other special offers (referred to in these General Terms and Conditions as “bonuses” or “promotions”). Some promotions require you to make a deposit (the “associated deposit”) of a defined minimum amount in order to be eligible for the same. You understand and agree that such promotions have their own terms and conditions, in addition to these General Terms and Conditions. These are listed in the relevant sections of the Website. In case issues arise about the conditions of these promotions, bonuses and special offers, the relevant terms and conditions of the promotion in question will prevail over these General Terms and Conditions.

7.2

Any bonus offer is limited to one per person, family, household address, telephone number, personal or shared computer (e.g. school, public library or workplace) and personal or shared IP address.

7.3

We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.

7.4

Residents of any of the Excluded Jurisdictions are not permitted to register or take advantage of any promotion.

7.5

All promotions are restricted for residents outside Finland.

7.6

All our bonuses are wager free if not specifically mentioned in the bonus terms.

7.7

Different games contribute a different percentage towards the wagering requirements: Categories and Contribution Slots* (except the ones listed below), Scratch Cards and Keno: 100% All Live Games: 10% All Table and Card games: 10% Video poker: 10% Plinko: 10% Jackpot Slots: Not available for play with bonus funds Slingo games: Not available for play with bonus funds Bingo games: Not available for play with bonus funds

7.8

Special Games contribute with 50% of the bets towards the wagering requirement. The Special Games List is: Crazy Time, Dream Catcher, Dream Catcher First Person, Monopoly. Special Games contribute with 10% of the bets towards the wagering requirement. The Special Games List is: Double Roll, Spin Strike, Wicket Blast, Plinball, Golden Treasure.

7.9

You will first wager your Real Money Balance. Once the Real Money Balance is fully wagered, you will start wagering your Bonus Balance.

7.10

Wagering requirement has to be met within 10 (ten) days for casino bonuses and 30 (thirty) days for sports bonuses after the bonus is received. Once this period has expired, the available bonus and any winnings derived therefrom will be voided.

7.11

Customers attempting to withdraw funds before the wagering requirements are met will have their bonus balance and all winnings derived therefrom voided.

7.12

Once the full wagering requirement is met, the respective bonus funds and any derived winnings will be released in the real money wallet and will be available to withdraw according to our withdrawal rules.

7.13

If you received any no-deposit free spins, you agree to have your winnings from this promotion capped at 80 EUR, in addition to the wagering requirement of x40 (forty) on the derived winnings.

7.14

Any no-deposit casino bonus has wagering requirements of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a 20 EUR (twenty) no-deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

7.15

All withdrawals made will be subject to audit and game play review, as well as account verification process.

7.16

Our bonuses are intended for entertainment purposes only. If the bonus or deposit are not used as intended (for casual betting and playing), we will deem such actions a violation of the Terms.

7.17

If you engage in any promotion abuse, fraud, or manipulation this shall be considered as a breach of the Terms. In such cases, and in addition to other remedies available to us, we reserve the right to void all promotions you participated in, void and confiscate all the winnings derived therefrom, and prevent your participation in future promotions.

8. Placing bets and gambling

8.1

When placing a bet, it is your responsibility to check that all details of the bet are correct.

8.2

Once you placed a bet, you won’t be able to cancel it. We reserve the right to deny any bet or cancel any bet already placed, at our sole and absolute discretion.

8.3

You accept and agree that the result of the games on the Website is defined by a Random Number Generator and you accept the results of all such games. You agree that in the event of a discrepancy between the result of a game that appears on your screen and the game server utilized by the Website, the result on the game server shall prevail. You agree that our records will be the sole and sufficient evidence in determining the terms and circumstances of your participation in the relevant online gambling activity and the results of such participation.

8.4

We are not liable for any losses or damages which could be potentially caused by gambling.

8.5

In case of disagreement regarding a bet or winnings, the decision of the Company is final and not negotiable.

9. Fraud, illegal and improper use

9.1

The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions: - using the Website for commercial purposes or in someone else’s name or interest; - engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed; - using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets; - colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others; - using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized; - engaging in money laundering, terrorism financing or any other criminal activity; - threatening, harassing or abusing other customers or members of our staff; - attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems; - attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment; - attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.2

You agree not to bring harm to the Website or its reputation.

9.3

We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4

Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice: - immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation; - permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites; - void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account; - void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you; - contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

9.5

The Company retains the right to notify the responsible government bodies as well as other online casino operators, online service providers and banks, payment and credit card processors, electronic payment providers, as well as financial institutions in case of a suspected fraudulent, illegal or otherwise suspicious activity. For your part, you agree to provide full cooperation to investigations of such activities.

10. Limitations of liability

10.1

You accept and agree that the Company does not hold any responsibility or control over how you use the software. You agree that using the Company’s services is exclusively your decision and you agree that you are aware of and accept all possible risks.

10.2

The Company does not accept liability for any agreements, illegal actions, negligence, harm or loss of any size, including, but not limited to the loss of data, income, reputation, as well as for any losses that are not foreseen by the Company at this moment.

10.3

Neither the Company, nor the software provider, nor any of our affiliates or connected parties will take any liability for any losses, expenses or harm that are supposed or are actual consequences of: - any error that you made by entering the wrong information; - any kind of fraud, false or misleading activity; the Company’s decision not to accept your deposit, refuse to open your account or decision to suspend or close your account; - any delay in receiving or accepting a deposit or holding your withdrawal to complete the identity and other checking procedures; using your account for purposes that may be considered illegal according to the applicable legislation; - any operations and transactions that are conducted after correct input of your username and password; - any unsanctioned use of data connected to you or your account; inability to use the Website or absence of access to it for any reason; - any action or transaction that is performed by a third party using your username and password; low quality of access (or lack of access) to the Website; - any circumstance out of the Company’s direct control, including problems connected to the equipment and software (including computer viruses and software), data transferring systems, telephone or other communication methods, or by your internet service provider; - loss of any transactions that arises from incorrect functioning of connection used by you or any other organization that transfers data between you, the Company or any other company that is regulating payments; - any electronic communication that was not received; - the result of any action on behalf of the government or force majeure circumstances; - participating in gaming/betting if such participation is illegal according to the applicable legislation of the country the customer resides in; - any errors, omissions, typos, bugs in the Website or the software used therein; - any direct or indirect result of your breach of the Terms.

11. Changes on the website

11.1

The Company retains the right to make any changes to the Terms at its discretion, at any time.

11.2

Any changes become effective from the date indicated in the Terms. It is your responsibility to check for updates to the Terms each time you use the Website.

11.3

When you continue using the Website after any changes are made, you agree with these changes, no matter whether or not you received a factual notification of the changes or have familiarized yourself with them. If you disagree with any of the changes, you must cease further use of the Website.

12. Notices

12.1

You agree to contact us electronically. From time to time, we will place electronic messages on the Website, and/or contact you via email. You must provide us with correct contact information, otherwise the Company cannot be held responsible for you not receiving information on time. All correspondence, including electronic communication, is considered as “written” and to have been received no more than 5 (five) business days after it has been sent. The Company has the right, but not the obligation, to conduct communication in writing. If you have any questions regarding your use of the Website or the Terms, please contact us at: [email protected].

13. Complaints resolution procedure

13.1

You may contact our customer service by email: [email protected].

13.2

Complaints are handled in the customer service and could be handled to other departments of the Company in cases when the customer service cannot solve the case immediately. The customer shall be reasonably informed about the state of his/her complaint.

13.3

A “dispute” is defined as any complaint which: relates to the outcome of the customer’s gambling transaction; is not resolved at the first stage of the Company’s complaints procedure.

13.4

Customer Support Team will provide an initial response to your query through the support email inbox. Should a complaint arise from the initial response, as defined above, Customer Support Team will advise you to send your detailed complaint in written form to: [email protected].

13.5

In accordance with the applicable data legislation, and in order to sufficiently identify the customer submitting the complaint as the legitimate account holder, you shall include: - Account username; - Full name as registered on the account; - Email the complaint from the registered email address; - Email subject to contain COMPLAINT reason; - A detailed summary/explanation of the complaint; - Specific dates and times associated with the complaint.

13.6

Upon receipt of the required information to process the dispute, the Complaints Resolution Committee will revise your case and provide you with an answer regarding the presented issue.

13.7

We will inform you of the outcome of your complaint within 10 (ten) days of receiving the complaint. In the event that the complaint is unusually complex, and provided that the nature of the investigation is such that more time is necessary to complete it, such period may be extended further.

13.8

If you are unsatisfied with the resolution of your complaint by the Complaints Resolution Committee, please feel free to explore further external dispute resolution options in https://www.askgamblers.com/casino-complaints

13.9

You acknowledge and agree that you are contracting exclusively with the Company for provision of all services available on the Website. You agree not to bring any claim or dispute to or against any third party involved in the operation of the Website, including, without limitation, suppliers of software, games, odds, payment providers, payment processors and payment agents.

14. Applicable law and jurisdiction

14.1

Any legal claim or dispute arising under or in connection with the Terms or your use of the Website shall be settled in accordance with the applicable Law.