TERMS AND CONDITIONS
Version number 1.8 Last updated 27th October 2022
1.1. By using and/or visiting any section of the website www.vegashero.com (the "Website"); the related enabling internet, mobile or other platforms through the Website and other related URLs belonging to or licensed to Vegas Hero or by opening an account on the Website, you the user (hereinafter: “You”, “you”, “your” or “player”) agree to be bound by:
1.2.2. Any Game Rules made available on the Website from time to time.
1.2.3. Any Terms and Conditions of promotions, bonuses and special offers which may be found on the Website from time to time.
1.3. All of the Terms and Conditions listed above shall together be referred to as the “Terms".
1.4. Please read the Terms carefully before accepting them. If you do not agree to accept and be bound by the Terms please do not open an account or continue to use the Website. Your continued use of the Website constitutes acceptance of the Terms.
1.5. YOU MUST NOT USE THE WEBSITE IF YOU ARE UNDER THE AGE OF 18 OR UNDER THE LEGAL AGE IN WHICH GAMBLING IS PERMITTED UNDER THE JURISDICTION WHICH APPLIES TO YOU.
GENERAL TERMS AND CONDITIONS
2.1. The website is operated and managed by Genesis Global Limited which is incorporated under the laws of Malta (C65325) at registered address 28, GB Buildings, Level 3, Watar Street, Ta’ Xbiex, XBX 1301, Malta. Genesis Global Limited is licensed and regulated by the Malta Gaming Authority with licence number MGA/B2C/314/2015 issued on the 5th August 2016 and also by the British Gambling Commission with account number 45235.
4. OPENING YOUR ACCOUNT
4.1. In order to place a bet via the Website, you will need to open an account on the website ("Your Account").
4.2. You must not open an Account if you are located in a jurisdiction in which applying for or opening an Account and/or using our Services is unlawful or contrary to any applicable regulation (“Prohibited Jurisdiction”). It is your responsibility to ensure that this is not the case. We reserve the right to immediately suspend your Account if we discover that your Account has been opened, or is being used, from a Prohibited Jurisdiction. “Prohibited Jurisdictions” include United States of America and its territories, France and its territories, Province of Ontario, Spain, Germany, Denmark, Hungary, Czech Republic, Iran, Israel, Portugal, Romania, Turkey, Ukraine, Belgium, Australia, Slovenia, Greece, Bulgaria, Estonia, Poland, Saudi Arabia, Slovakia, Switzerland, the Netherlands and other jurisdictions in which we do not operate or in which the Services are deemed unlawful under the applicable laws.
4.3. When attempting to open an account or using the website from any other jurisdiction it is the responsibility of the player to verify whether gambling is legal in that particular jurisdiction.
4.4. A player must register personally by following the on-screen instructions.
4.5. When you open Your Account You will be asked to provide us with personal information, including your name, date of birth, and appropriate contact details, including an address, telephone number, and e-mail address plus bank ID (where applicable) ("Your Contact Details").
4.6. Players registering an account on this Website have read and understood these terms and conditions and agrees to be bound by then. To register an account with Us:
i. you must not be self-excluded.
ii. You must be 18 years or older or such higher minimum legal age as stipulated in the laws of jurisdiction applicable to the Player.
4.7. If underage Players manage to open accounts, for example, by providing false details on registration, deposits are returned to the underage Player on the same method that deposits on the account were made (where possible). No winnings shall be paid, and the account will be closed.
4.8. If it results that a Player has managed to create a Duplicate Account or Multiple Accounts, or colluded with one or more other individuals using a number of different accounts, we shall be entitled to deem such accounts as "Multiple Accounts" and treat them in accordance with section 12.
4.9. You hereby acknowledge and accept that, by using the services made available on the Website, you may both win and lose money.
4.10. You are only allowed one account on this Website. If you have more than one account, you must immediately inform us. Furthermore, only one account for each IP/household is allowed. If you open more than one account, any winnings on either account will be forfeited and all accounts may be closed. We may block or close your first account. If we leave your first account open any initial deposits which remain as balance on any other accounts (the “Duplicate Account”), will be added to your first account. If we find there is more than one account registered for your household, we reserve the right to block or close any or all accounts for that household.
4.11. All transactions made from the Duplicate Account will be voided.
4.11.1. Any returns, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account.
4.12. If you wish to open another account, you may do so by clicking here. If a new account is opened, the old account will be closed.
4.13. You must maintain Your Account and keep your details up-to-date.
4.14. You can close your account by clicking here.
4.15. If you wish to take a more enforced break from gaming for a pre-determined period due to responsible gambling concerns, you can request to take a Time-out by clicking here.
- If you feel that you need to take a more extensive period away from the casino as gambling with us is causing you any stress or concern, you can Self-exclude by clicking here.
- By closing Your Account in any way, you also consent to the forfeiture of any promotional bonuses, prizes or benefits which you may have acquired.
- Where the company or the player decides to close an account, the remaining real money funds shall be returned to the method of deposit originally used. Please note that your payment method may impose fees for which we are not responsible.
4.16. In the event of closure of Your Account because of gambling addiction or if your account has been closed due to fraud, you acknowledge that you are prohibited from opening a new account. The Company will not be liable if you manage to open a new account, for such action nor for any direct or indirect consequential damages. The company shall have the right to close, at any time, a new account opened in breach of the requirement stated herein.
4.17. When you exercise the right to erasure, your Account will be closed and any promotional bonus, prizes or benefits which may have been acquired will be forfeited. Following the closure of your Account, we will retain and may continue to process your Personal Data as necessary to comply with our legal obligations. Under Malta Gaming Authority (MGA) licensing requirements, we are bound to satisfy a number of statutory obligations, specifically the Prevention of Money Laundering and Funding of Terrorism Regulations (LN 372/2017) Article 13, which obliges us to retain any information stored for a minimum period of five years from the closure of your Account, for the purposes of the prevention, detection, analysis and investigation of money laundering or funding of terrorism activities. After this period has elapsed, your Personal Data will be deleted from our records.
5. VERIFICATION OF YOUR IDENTITY; MONEY LAUNDERING REQUIREMENTS
5.1. You warrant that:
5.1.1. You are not younger than 18 (eighteen) years old, or
5.1.2. Any legal age at which gambling or gaming activities under the law or jurisdiction that applies to you require ("the Legal Age"); and
5.1.3. The details supplied when opening Your Account are correct and up to date; and
5.1.4. You are the rightful and lawful owner of the money in Your Account; and
5.1.5. You are a resident in a jurisdiction which allows gambling; and
5.1.6. The money deposited by you is not derived from any activity which is illegal.
5.2. The company complies with Maltese and European laws, regulations and guidelines for the prevention of money laundering and the funding of terrorism. Suspicious transactions shall be investigated by the company and, if necessary, a suspicious transaction report will be made by the company to the competent Maltese Authorities. In any such event, the company is prohibited from informing any players or third parties involved, save in limited circumstances, that an investigation is being or may be carried out, or that information has been or may be transmitted to the competent Authorities. Furthermore, in the event of any suspicious transactions, the company may suspend, block or close the account(s) of the relevant player(s) and withhold funds as may be required by law and/or by the competent Authorities.
5.3. All transactions made by players on our Website are checked to prevent money laundering and all other illegal activity.
5.4. By agreeing to the Terms, you authorize us to undertake verification checks as required by legislation or by third parties (including, regulatory bodies) to confirm your identity and contact details and to prevent money laundering (the "Checks").
5.5. The identity of the player will be verified upon registration, deposit and/or withdrawal as required by regulations.
5.6. In the event you fail to comply with a request for the provision of documentation or fail to pass any personal identification verification procedures we reserve the right to void a bet, confiscate funds and/or close Your Account.
5.7. If we are unable to confirm that you are of the Legal Age through age verification, then we will suspend Your Account. If you are proven to have been under that age at the time you made any gambling or gaming transactions, then:
5.7.1. Your Account will be closed;
5.7.2. All transactions made while you were underage will be void, and all related funds deposited by you will be returned;
5.7.3. Any stakes for bets made while you were underage will be returned to you; and
5.7.4. Any winnings which you have accrued during such time will be forfeited and returned to us including any funds which have been withdrawn from your Account.
5.7.5. Genesis Global Limited and any third parties it contracts with in relation to the provision of the Services will hold information with respect to your identity, including but not limited to your name, address and payment details, in accordance with our Privacy and Cookie Policies. We rely on this information in entering into this agreement with you. You agree to indemnify us and hold us harmless against any costs, claims, damages and expenses arising in connection with any falsehood or inaccuracy contained in the information you provide to us.
6. INACTIVITY AND DELETION OF PLAYER ACCOUNTS
6.1. If a Player’s account remains inactive (For example: if there is no activity - meaning not making a deposit, withdrawal, or gameplay) for a period of more than 12 months, the Company is entitled to charge a monthly account maintenance fee of C$5, starting on the 13th month of inactivity. The minimum fee is 5 EUR / GBP / USD or the equivalent of 5 EUR, depending on the currency chosen by the player. After 12 months of inactivity, the Company will send a reminder to the Player via the e-mail address saved on his/her account. 30 days after the date of the email sent to the Player, if the Player fails to login to his/her account, the Player’s balance will be deducted by C$5 of real money credit or bonus money credit, and thereafter C$5 will be deducted every 30 days until the next login date. If the balance is less than C$5 then the whole amount will be deducted.
6.2. If the Player’s account remains inactive for more than 12 months and the account balance is 0, no further charge will be incurred, and the Company is entitled to close the Player’s account.
6.3. The Company is entitled to close inactive accounts with zero real money balance at its own discretion.
6.4. In cases where an account with real money balance has been inactive for the period indicated in clause 6.1 above, and the Company chooses not to charge the monthly minimum fee as per clause 6.1, the Company shall endeavour to refund any remaining balance to the player, whether by remitting the balance directly to the player's original payment method or otherwise by contacting the player based on information available to the Company. If the Company is unable to remit the funds to the inactive player, a final notice to the player using all means available to the Company, including by post, informing him/her that the funds shall be appropriated by the Company if the player does not provide a means for the funds to be remitted to him/her; If no response is received from the player with regards to where the Company can remit the available funds within reasonable time, the Company is entitled to appropriate these funds following the lapse of 5 years from the date of the final notice.
7. USERNAME, PASSWORD, AND CUSTOMER INFORMATION
7.1. After opening Your Account, you must not disclose (whether deliberately or accidentally) your username and password to anyone else. If you have lost or forgotten Your Account details you may retrieve your password by clicking on the “Forget your Password” link below the login portal.
8. DEPOSITS TO YOUR ACCOUNT
8.1. If you wish to participate in betting or gaming using the Website, you must deposit money into Your Account which you can then use to place bets or play games. We reserve the right to undertake basic KYC checks within reasonable time on player deposits for the purpose of verifying compliance with Sections 5 and 12 of the Terms.
8.2. The minimum deposit accepted is C$10.
8.3. Deposits to the cash player account are made by transfer of money to the Company’s account by way of the payment methods stated and accepted on the Website. The payment methods currently available include debit cards, credit cards, E-Wallet payments, Prepaid Cards, Instant Banking, Fast Bank Transfers and Bank Transfers. The Company reserves the right, to change the accepted methods of payment at its sole discretion. The Company further reserves the right to accept certain methods of payment only subject to the fulfilment of certain conditions. The Company does not warrant that all methods of payment are available at all times. To verify which payment and withdrawal methods that are currently available and the time lapse these take to process kindly visit our Deposit tab in the main page of our website.
8.4. We do not accept cash funds sent to us.
8.5. In relation to deposits and withdrawals of funds into and from Your Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you and which have your name stated on the account.
8.6. By depositing money, you agree not to make any charge-backs, reversals or otherwise cancel any deposits into Your Account, and agree to refund and compensate us for unpaid deposits.
8.7. The maximum amount of money you will be allowed to deposit in any one transaction is C$5,000.
8.8. The company can, under certain circumstances, credit a player’s account with so called “bonus money”. The conditions for the crediting of the bonus (e.g. First Deposit Bonus) and the amount of the bonus is determined by the company and set out on the website from time to time. For promotions that are currently running please click here.
8.9. The bonus is stated separately on the account. It can only be paid out once it has been transformed into real cash winnings. If an account contains both the player’s own money and bonus money, the bonus money will only be available for wagering once the existing money has been used. Specific bonus conditions may be published on the website with the launch of specific bonus schemes. Before fulfilling the bonus turnover conditions if you transfer or withdraw the main deposit amount, bonus amount and all winnings from this bonus will be forfeited. If any bets are placed with the bonus balance, then bonus cannot be cancelled.
8.10. Your Account is not a bank account and is therefore not insured, guaranteed, sponsored or otherwise protected by any banking insurance system. Additionally, any money deposited with us in Your Account will not earn any interest.
8.11. We may at any time set off any positive balance on Your Account against any amount you owe to us when we re-settle any bets or wagers pursuant to Duplicate Accounts, Collusion, Cheating, Fraud and Criminal Activity or Errors.
8.12. The time taken for your deposit to appear on Your Account balance is as follows:
Time Lapse Required
Online Bank Transfer
8.13. You can find all information related to payment methods here.
9. WITHDRAWALS FROM YOUR ACCOUNT
9.1. You may request withdrawal of funds from Your Account at any time provided that:
9.1.1. All payments made into Your Account have been confirmed as cleared and none have been charged-back, reversed or otherwise cancelled;
9.1.2. Any Checks referred to in paragraph 5 above have been completed.
9.1.3. Withdrawals of local progressive jackpot winnings are subject to a maximum withdrawal limit of C$22,000 per month and no more than C$5,500 per week. For the avoidance of doubt, local progressive jackpots are those which are limited to contribution from players of the Company. VIP players may also be entitled to higher withdrawal levels. This limitation shall not apply to withdrawal requests of winnings of pooled progressive jackpots whereby a contribution is made by players from various operators.
9.2. Once we have approved your withdrawal you must give us sufficient information as to how the funds should be transferred to you. All withdrawals will be remitted only to the same account from where the funds paid into the player’s account originated unless a proof was provided that the payment method has been lost or cancelled. Please note that your payment method may impose fees for which we are not responsible.
9.3. Withdrawals and refunds must be returned to the method of deposit originally used or, where this is not possible, to a bank account held in the Player’s name and with a description of the transaction as we deem fit. Please note that your payment method may impose fees for which we are not responsible.
9.4. Player funds which are restricted from playing will be displayed in a separate balance on the player’s main page; a player may not withdraw these restricted funds (Bonus money).
9.5. You are exclusively responsible for reporting your winnings and losses to your local tax or other authorities.
9.6. Prior to any withdrawal being approved and processed, the company reserves the right to request additional documents in accordance with all applicable regulatory laws. All withdrawals are subject to random security checks to prevent fraudulent activity and money laundering. Subject to this, we will endeavour to process all requested withdrawals within 24 to 72 hours. You can click here to see more information on what documents may be required. To check on the status of your withdrawal request go to ‘My Account’ and then select on 'Pending Withdrawals’. An overview of approximate processing times from third party providers can be viewed below:
Time Lapse Required Once Withdrawal is Approved
1 to 3 Working Days
3 to 5 Working Days
Online Bank Transfer
9.7. If an account has been dormant, closed, blocked, or excluded for any reason, the player may contact our support team to assist with the recovery of any remaining funds that he/she might still have in the account. Our support team will launch an investigation into the claim and the player will be contacted back with information of how the funds may be transferred back to him/her. If there is a dispute over the account or the funds held, we will contact the Malta Gaming Authority for an opinion on the best way forward.
9.8. Withdrawal transactions may incur a fee that we are not responsible for. By requesting the withdrawal transaction the player accepts the displayed fees.
10. PLACING A BET OR GAMING
10.1. All transactions will be concluded in the language from which you placed your transaction.
10.2. It is your responsibility to ensure that the details of any transaction are correct.
10.3. You can access your transaction history on the Website.
10.4. We reserve the right to refuse the whole or part of any transaction requested by you at any time, for reasons including but not limited to, verifying your identity, suspected fraud, irregular game play, use of bots, or VPN, 3rd party account handling etc. No transaction is accepted by us until we have confirmed to you that it has been accepted. If you do not receive a confirmation that your transaction has been accepted, please click here.
10.5. Once your bet is confirmed, you cannot cancel the transaction without our written consent.
10.6. When placing a bet using an active bonus you may only wager 25% of your real money deposit, you should not breach any of our bonus terms and conditions, and or free bets and or any other promotional offer and their related terms; and/or attempt to obtain any unfair or unintended advantage which includes, but is not limited to, the opening of multiple accounts and or claim multiple bonuses (hereinafter “bonus abuse”).
11.1. All Casino Rules can be found within the Games available on the website at the time.
12. COLLUSION, CHEATING, FRAUD AND CRIMINAL ACTIVITY
12.1. The following activities are not allowed and constitute a material breach of the Terms:
12.1.1. Sharing account credentials or joint use with other players or entities and Colluding with other third parties;
12.1.2. Using unfair advantage or influence (commonly known as cheating), including the exploitation of a fault, loophole or error in our software, the use of automated players (sometimes known as 'bots'); or the exploitation of an 'error';
12.1.3. Undertaking fraudulent activities to your advantage, including the use of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds;
12.1.4. Taking part in any criminal activities including money laundering and any offence with criminal repercussions;
12.1.5. Transferring of funds from one player account to another;
12.1.6. Colluding with others to claim free spins, bonuses or other promotions;
12.1.7. Using stolen cards or a payment method belonging to someone else;
12.1.8. any other act that is deemed illegal in any applicable jurisdiction, including acting in bad faith, attempt at fraud, real fraud, inciting others to attempt to defraud, breach of legal or contractual agreement and any other damage, or harm caused to us or our reputation.
12.2. If we believe or suspect that you are using our services or products for unfair financial gain, as referred to under Section 12.1 of the Terms.
12.3. We will take all reasonable steps to prevent such activities; detect them and the relevant players; and deal with the relevant players appropriately. We will not be liable for any loss or damage which you or any other player may incur as a result of collusive, fraudulent or otherwise illegal activity, or cheating, and we will terminate the relationship with the player, in which we have registered a dispute with.
12.4. If you suspect a person is colluding, cheating or undertaking a fraudulent activity, please report it to us by clicking here.
12.5. We reserve the right to inform relevant authorities, other online gaming or gambling operators, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity, and you agree to cooperate fully with us to investigate any such activity.
12.6. Deposits made into Your Account should be commensurate with intended game play. If there is a suspicion of abuse, (e.g. when a deposited amount is not used for an appropriate level of game play and the player requests a withdrawal in relation to that deposited amount; or where the Company suspects that the Player is abusing exchange rate fluctuations), we reserve the right to cancel the respective deposit/s in part or in full, to retract any costs that may have resulted in conjunction therewith and to close your Account indefinitely. In such instances, we further reserve the right to request and obtain satisfactory proof of deposit and additional copies of personal identification prior to processing any withdrawal request, and the processing of such a request shall be entirely at our discretion.
12.7. In using the account, the Player hereby agrees that s/he shall not be involved in any fraudulent, collusive, fixing, bonus abuse or other unlawful activity, shall not open Multiple Accounts and shall not make use of any software-assisted methods or techniques or hardware devices in his/her participation in any of the games nor use a VPN or proxy to hide or alter the identity of the device connected to the Website. The Player must also refrain from carrying out abusive activity which includes abusing exchange-rate fluctuations and withdrawing funds without wagering them or attempt to obtain an unfair advantage by exploiting a fault, error, loophole in any software on the Website, whether it is provided by US or third parties. In case any such behaviour/s is detected, the Company reserves the right to terminate the Player’s account and or void all winnings and confiscate funds including deposits and/or to inform relevant authorities, other online gaming or gambling operators, other online service providers and banks, credit card companies, electronic payment providers and/or other financial institutions of his/her identity and of any suspected unlawful, fraudulent or improper activity.
13. OTHER PROHIBITED ACTIVITES
13.1. You should not use the Website for any purpose which is considered to be defamatory, abusive, obscene, racist, sexist, discriminatory, or offensive. You must not use any abusive or aggressive language or images; swear, threaten, harass or abuse any other person, including other users, or behave in such a manner towards any Company staff used to provide the Website or Customer Services.
13.2. You shall not corrupt the Website, flood the Website with information so as to cause the Website to not function, nor use any features which may affect the function of the Website in any way for example (but not limited to) releasing or propagating viruses, worms, logic bombs or similar. Any multiple submissions or "spam" are strictly prohibited. You must not interfere or tamper with, remove or otherwise alter in any way, any information in any form which is included on the Website.
13.3. You shall use the Website for personal entertainment only and shall not be allowed to reproduce the Website or any part of it in any form whatsoever without our express consent. You must not attempt to gain unauthorised access to the Website, the servers on which the Website is stored or any server, computer or database connected to the Website. You must not attack the Website via a denial-of-service attack or similar. When breaching this provision, we will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Website will cease immediately.
13.4. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect Your computer equipment, computer programs, data or other proprietary material due to Your use of the Website or to Your downloading of any material posted on such Website, or on any website linked to the Website.
13.5. It is prohibited to sell, transfer and/or acquire accounts from other players.
14. CLOSURE AND TERMINATION BY US
14.1. It is company policy in the interests of security and in accordance with Maltese legislation, that if no transaction has been recorded on Your Account for twelve months (an "Inactive Account"), we shall remit the balance in that account to you. After 30 months of inactivity If you cannot be satisfactorily located any funds in that account will be handed over to the Malta Gaming Authority. Thus, the funds are available to the player wishing to withdraw them.
14.3. The company may refuse to open an account or may opt to close a players’ account which has already been opened for any number of reasons, such as, but not limited to underage account, failure to verify, fraudulent activity, advantage game play, including opening multiple accounts to obtain bonuses, etc. Where the company or the player decides to close an account the remaining real money funds shall be returned to the method of deposit originally used. Please note we do not charge you a fee for depositing into your account or a withdrawal fee, however your payment method may impose fees for which we are not responsible for.
14.4. In the event of any suspicious transaction/s, the company reserves the right to suspend or block a players’ account and withhold funds as may be required by law, or the competent Authority.
15. ALTERATION OF THE WEBSITE
15.1. We may, in our absolute discretion, alter or amend any product offered via the Website at any time for the purpose of maintaining the Website.
16. IT FAILURE
16.1. Where unexpected system flaws, faults or errors occur in the software or hardware which we use to provide the Website we will take immediate steps to remedy the problem.
16.2. We do not accept any liability for IT failures which are caused by your equipment used to access the Website or faults which relate to your internet service provider.
17. ERRORS OR OMISSIONS
17.1. A number of circumstances may arise where a bet is accepted, or a payment is made, by us in Error. Reasonable efforts are undertaken to prevent errors or omissions; however, system problems or human error may lead to such circumstances. Such circumstances may include, without being limited to, the hereunder situations:
a) Acceptance of a bet at a price which is significantly different from those available in the market at the time the bet was placed;
b) Miscalculation (including due to human error) of bonuses, winnings or returns paid to you;
c) Information on odds or terms of a bet may have been entered incorrectly as a consequence of human error or computer malfunction;
d) Errors or omissions resulting from Prohibited Activities;
e) Errors or omissions which result in winnings being flagrantly incorrect or different from those on the market;
f) Continued acceptance of bets on a market or event that has already been closed or suspended (“late bets”).
17.2. We reserve the right to correct any Error made on a bet placed and re-settle the same at the correct price or terms which were available or should have been available at the time that the bet was placed and the bet will be deemed to have taken place on the terms which were usual for that bet or, in cases where the correction or resettlement of the bet is not possible, to declare such bet void and refund the stake in question back into Your Account.
17.3. Neither we (including our employees or agents) nor our partners or suppliers shall be liable for any loss including loss of winnings that results from any Error by us or an error by you. You will forfeit any winnings/losses that result from any such Error.
17.4. We are not liable for any downtime, server disruptions, lagging, or any technical or political disturbance to the game play. Refunds may be given solely at the discretion of the management.
17.5. We accept no liability for any damages or losses which are deemed or alleged to have arisen out of or in connection with website or its content; including without limitation, delays or interruptions in operation or transmission, loss or corruption of data, communication or lines failure, any person's misuse of the Website or its content or any errors or omissions in content.
17.6. In the event a game is started but miscarries because of a failure of the system, the Company shall refund the amount wagered in the game to You by crediting it to the Your Account or, if the account no longer exists, by paying it to You in an approved manner; and if You have an accrued credit at the time the game miscarried, credit to Your Account the monetary value of the credit or, if the account no longer exists, pay it to You in an approved manner.
17.7. All reasonable steps shall be taken to ensure that wagers placed by players are recorded immediately on the database. Should, due to an interruption by a failure of the telecommunications system, a bet not be recorded on the system but is deducted from the balance, the incident will be investigated and player will be refunded the amount of the wager by placing it in the player’s account accordingly.
17.8. If a game is started but miscarries because of a failure in the system, the following action shall be taken: (a) (i) to refund the amount wagered in the game to the player by crediting it to the player’s account or, if the account no longer exists, by paying it to the player in an approved manner and (ii) if the player has an accrued credit at the time the game miscarries, credit to the player’s account the monetary value of the credit or, if the account no longer exists, pay it to the player in an approved manner (b) inform immediately the MGA of the circumstances of the incident (c) refrain from conducting a further game if the game is likely to be affected by the same failure. Provided that the MGA may, by written notice to the licensee, give the licensee other directions which the MGA considers appropriate in the circumstances.
17.9. Genesis Global Limited has the right to terminate games without prior notification or justification. If the player is dissatisfied and feels prompted to want to lodge a complaint directly with the competent authority, this can be done by contacting the ADR (Alternative Dispute Resolution) by completing the complaint form here.
18. EXCLUSION OF OUR LIABILITY
18.1. Your access to and use of the products offered via the Website, is at your sole option, discretion and risk.
18.2. We will provide the Website with reasonable skill and care and substantially as described in the Terms. We do not make any other promises or warranties with respect to the Website, or the products offered via the Website, and hereby exclude (to the extent permitted by law) all implied warranties in respect of the same.
19.1. You shall compensate us in full for any claims, liabilities, costs, expenses (including legal fees) and any other charges that may arise as a result of your breach of the Terms.
19.2. Where you are in material breach of the Terms, we reserve the right, but shall not be required, to:
19.2.1. Provide you with notice (using Your Contact Details) that you are in breach requiring you to stop the relevant act or failure to act;
19.2.2. Suspend your Account so that you are unable to place bets or play games on the Website;
19.2.3. Close Your Account with or without prior notice from us;
19.2.4. Recover from Your Account the amount of any pay-outs, bonuses or winnings which have been affected by any material breach.
19.3. We have the right to disable any user identification code or password if in our reasonable opinion you have failed to comply with any of the provisions of the Terms.
20. INTELLECTUAL PROPERTY RIGHTS
20.1. All website design, text, graphics, music, sound, photographs, video, the selection and arrangement thereof, software compilations, underlying source code, software and all other material contained within the Website are subject to copyright and other proprietary rights which are either owned by us or used under license from third party rights owners. To the extent that any material contained on the Website may be downloaded or printed then such material may be downloaded to a single personal computer only and hard copy portions may be printed solely for your own personal and non-commercial use.
20.2. Under no circumstances shall the use of the Website grant to any user any interest in any intellectual property rights (for example copyright, know-how or trademarks) owned by us or by any third party whatsoever.
21. YOUR PERSONAL INFORMATION
22. COMPLAINTS AND NOTICES
22.1. If you wish to make a complaint regarding the Website, a first step should be to, as soon as reasonably possible, contact Customer Services on email@example.com or, in alternative, you can contact the ADR (Alternative Dispute Resolution) by filling a complaint form clicking here.
22.2. In the event of any dispute, you agree that the records of the server shall act as the final authority in determining the outcome of any claim.
22.3. You agree that in the unlikely event of a disagreement between the result that appears on your screen and the game server, the result that appears on the game server will prevail, and you acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the relevant online gaming activity and the results of this participation.
22.4. When we wish to contact you regarding such a dispute, we will do so by using any of Your Contact Details.
23.1. The Terms and Conditions may be published in several languages for information purposes and ease of access by Account Holders. However, the English version is the sole legal basis of the relationship between you and us and in case of any discrepancy between a non-English version and the English version of the Terms and Conditions, the English version shall prevail.
24. TRANSFER OF RIGHTS AND OBLIGATIONS
24.1. We reserve the right to transfer, assign, and sublicense or pledge the Terms, in whole or in part, to any person, provided that any such assignment will be on the same terms or terms that are no less advantageous to you.
25. EVENTS OUTSIDE OUR CONTROL
26.1. If we fail to insist upon strict performance of any of your obligations or if we fail to exercise any of the rights or remedies to which we are entitled, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.
26.2. A waiver by us of any default shall not constitute a waiver of any subsequent default. No waiver by us of any of the provisions of the Terms shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with above.
27.1. If any of the Terms are determined to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law. In such cases, the part deemed invalid or unenforceable shall be amended in a manner consistent with the applicable law to reflect, as closely as possible, our original intent.
28. LAW AND JURISDICTION
29. RESPONSIBLE GAMING AND GAMBLING
29.1. We are committed to endorsing responsible gaming as a policy of customer care and social responsibility. We believe it is our responsibility to you, our customers, to ensure that you enjoy your wagering experience on our site, while remaining fully aware of the social and financial harms associated with gambling problem. We have a range of Responsible Gambling tools to help you remain aware of your activity such as deposit, stake, loss and session limits, as well as other options such as Self Exclusion. Please note: Setting a limit on your account to decrease your activity will be applied immediately. However, increases will be subject to a 7-day cooling off period. These cannot be applied retroactively meaning any existing transactions on your account cannot be made void.
29.1.1. Deposit Limits - In order to assist our players in gambling with responsibility, we have a Deposit Limit within each customer account. This option can be accessed within your "My Account" section. Limits can be amended at any time or by clicking here. Any reduction in the limits will take effect immediately and any increase in the limits will take seven days before coming into effect. We also wish to draw your attention to the existence of software preventing an individual computer from accessing online gambling websites, such as www.gamban.com or www.gamblock.com. If you require any further information or assistance regarding our functionality, please click here.
29.1.2. Self Exclusion - Should you need to take a break from gambling, you may exclude yourself for any definite or indefinite time. We provide a self-exclusion facility which can be activated by contacting clicking here. Prior to confirming Your self-exclusion request, you will be provided with information regarding the consequences of self-exclusion. Should You decide to be self-excluded, we encourage You to consider extending Your self-exclusion to other remote gambling operators currently used by You. Any undetermined bets at the time of Your self-exclusion will be settled in the normal way, according to the normal timescales and, if subsequently applicable, winnings will be paid to You. Any self-exclusion Account blocks cannot be undone during the agreed self-exclusion period. Furthermore, we endeavour to apply your Self Exclusion as soon as practically possible, however, please be aware that this process takes a reasonable working period to implement. In order to avoid inadvertent self-exclusion, You shall be sent an email to confirm your request, you must follow the instructions of that email to complete your request and Your self-exclusion will not commence until it has been fully implemented and communicated to you.
29.1.3. It is hereby clarified that regardless of the length of Your self-exclusion period, at the end of such self-exclusion period, such self-exclusion will end and you will be allowed to commence wagering with the Company and also receive marketing materials.
29.1.4. In requesting self-exclusion, You agree to provide full and accurate personal details, now and in the future, so Your access/use of the Website and Services can be restricted. If You do choose to self-exclude, We will use all reasonable endeavours to ensure we comply with Your self-exclusion. However, in agreeing to self-exclude, You accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, We have no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. If you self-exclude on a website operated by Genesis Global Limited, the self-exclusion will only apply to the website specified upon confirmation. If you would like to self-exclude on all Genesis Global brands, you can do so by contacting Customer Support via Live Chat.
29.1.5. If a player self-excludes their account, any real money funds that are not attached to any bonus, free spins or promotional offer will be refunded back via the method used to deposit originally. Where this method is no longer available, players will need to click here to arrange an alternative method for their refund. A standard processing fee will be applied.
29.1.6. Underage Gambling - It is illegal for anyone under the age of 18 to open an account or to gamble on our website. We carry out age verification checks on all customers who use payment mechanisms which are available to under 18s and additionally perform random age verification checks on customers using other forms of funding mechanisms. Please note than anyone under the age of 18 found to be using the Website will have any winnings forfeited and may also be reported to the authorities.
29.1.7. Filtering Systems - Filtering solutions allow parents to regulate access to the internet, based on chosen criteria. Parents can use filters to prevent their children from accessing, amongst other things, gambling websites. If you share your computer with friends or family who are under the legal age to register or bet with our Website, or have requested self-exclusion from gambling sites, please consider parental filtering solutions.
29.1.8. Setting of Limits – A player may set limits mainly related to wagers and losses by contacting our Support team. Once these limits are set the player will not be able to exceed these limits.
29.1.9. Setting of Session Time Limits – A player may set maximum Session Time Limits by contacting our Support team.
29.1.10. Any notice for changes described above will be accompanied by a seven (7) day cool down period in which the player will not be able to revert the conditions previously placed on his account.
29.2 We are committed to supporting Responsible Gambling initiatives and encourage you to find information about Responsible Gambling at the websites of the following organisations:
30.1. Where we provide hyperlinks to other websites, we do so for information purposes only. You use any such links at your own risk and we accept no responsibility for the content or use of such websites, or for the information contained on them.
31. CHAT ROOMS (BLOG)
31.1. The company gives its customers the possibility to make use of a chat room where they are able to communicate with other players registered and making use of the Website. We set the chat room policy and reserve the right to change these policies at any time with or without notice. By using this chat room, you are binding yourself to comply with these terms and conditions.
31.2. The chat room is intended for legitimate comments and constructive discussion. We reserve the right to restrict the rights of individuals to post comments in any chat room set up by us. Any liability arising out of the use of such chat rooms are borne solely by the user.
31.3. Every user of our chat room agrees not to post any comment which is:
31.3.1. Defamatory in nature or any other information that the user has no legal right to disclose, or is otherwise illegal;
31.3.2. (Or contains anything which is) racist, vulgar, hateful, obscene, profane, threatening, insulting or offensive;
31.3.3. Intend to impersonate another person or entity;
31.3.4. Posted for the purpose of advertising;
31.3.5. Or contains a link to any virus, corrupted files, key loggers or any other malicious code or material that could cause harm to the computer, data or financial security of any party;
31.3.6. A comment intended to take advantage or collude with or against other players using our site or amount to activities of a suspicious or criminal nature;
31.3.7. A link to any intentionally false or misleading statements or any statement seeking to unfairly manipulate a market;
31.3.8. An attempt to collect or store data about other users;
31.3.9. A misuse of Forum functionality;
31.3.10. Information protected by any form of intellectual property whether registered or unregistered or any contractual, statutory and equitable obligations of confidence;
31.3.11. In a language other than the native language of that particular forum.
31.4. Our forums are moderated and all conversations are logged or recorded. We reserve the right to refuse to post any comment/s and investigate and take provisions, which may include but are not limited to the closure of any account against any user who is in breach of these terms and conditions. We also reserve the right to close or remove any chat rooms without prior warning and also to report any suspicious chats or comments to the relevant authorities.
31.5. Genesis Global Limited collects your personal information to administer and operate services, prevent fraud, defend our legal rights and for the purpose of compliance with regulations regarding the services we provide. Genesis Global Limited guarantees that your personal information will not be sold, rented or traded, and won’t be disclosed unless the following conditions occur.
31.6. When there is any suspicion of fraud or breach regarding the acts performed by the user, or in case you decide to file a dispute against us via a third party we reserve the right to disclose your personal/account details via a third party forum for example AskGamblers and your private data as needed, including to credit reference and fraud prevention agencies. The same applies for the national and international enforcement bodies and courts when they require this kind of information, as laws and regulations demand. Except for these situations, while you are using the Website with Genesis Global Limited, your personal information is reasonably safe from unauthorized use, damage, modification or disclosure, by all reasonable measures.
32. COMPLAINT HANDLING
32.1. The company endeavours to provide a high quality service to its players at all times. However, players may for various reasons feel that they are not satisfied with the level and/or quality of service and may wish to file a complaint. Aggrieved players may send an email to firstname.lastname@example.org with as much details as possible.
32.2. Our customer support team will attempt to handle a player’s complaint as soon as is reasonably possible. If the support team cannot resolve the complaint they will escalate it to management for solution.
32.3. In any case the player will receive a response to their complaint within a period of 10 working days.
32.4. If You disagree with the final decision of the Company in respect of Your claim and/or dispute and would like to dispute it, then inasmuch as it relates to any acts of the Company, You may bring Your claim and/or dispute following the receipt of the Company's final decision to Customers who remain dissatisfied have the right to refer the dispute to our Alternative Dispute Resolution (ADR) service is “Pardee Consulta”, First Floor, Victoria Buildings, 8 Triq l-Għenieq, Naxxar NXR3622, Malta and can be contacted by clicking here.
32.5. Please click here for our Customer Complaint Escalation Process.