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Participants must make sure that all of their registration information is correct. Changes to your address, phone number, or financial information must be made right away. Each participant can only have one player profile. If they have more than one, their account will be disabled and they will lose their money. To keep people from getting in without permission, secure authentication methods should be kept in place, such as strong password policies. When asked, each user must prove their identity with official documents. If you don't give the right documents, you might not be able to get in or lose money. For your own reference, it is a good idea to keep copies of communication and transaction records. Management has the right to do random checks to make sure that users are who they say they are. Participants are responsible for learning about the rules that apply to them in their own country, such as the legal betting age and the rules about access. If you lie about your age or where you live, you could lose your privileges right away and even face legal action. There are tools for self-exclusion and responsible gambling for anyone who wants to cut back on their gambling. When you turn on these features, all betting services will be limited right away.
Users must be at least 18 years old and live in a place that is supported in order to create a profile. You must give correct personal information; giving false information could mean that your profile is closed or you can't access it. When you sign up, you need to enter the following information:
| Description of Required Information | Details |
|---|---|
| Full Legal Name | as it appears on official documents |
| Birthdate | Checking if someone is of legal age |
| Home Address | Current place of residence, including the country where you live |
| Email that works | For writing letters and checking information |
| Cell Phone Number | Used for support and multi-factor authentication |
You need to prove your identity before you can take money out. Some of the most common documents that are asked for are: ID from the government, like a passport, driver's license, or national ID card; A utility bill or bank statement from the last three months that shows your address; Proof of ownership of the payment method (a copy of the credit card or a screenshot of the digital wallet). To follow the rules and stop fraud, you must upload documents through a secure portal. It usually takes up to 72 hours to process documents that have been sent in. If there are any inconsistencies, people may ask for more proof or suspend their account until the validation process is finished. You can't have more than one profile for each person. If duplicates are found, all related memberships may be put on hold. Users should keep their contact information up to date. If you don't follow the authentication steps or give the right information, you could lose your money or be permanently banned from participating in site activities.
Pick from a carefully chosen list of payment options for both adding money to your account and getting money out. You can use credit and debit cards (Visa, Mastercard), e-wallets (Skrill, Neteller, PayPal), prepaid vouchers (Paysafecard), instant banking, and regular bank transfers to pay. Minimum Deposit: Most solutions need at least €10; Paysafecard needs at least €20. Maximum Deposit: You can put in up to €5,000 per transaction using a card or an e-wallet. Bank transfers are limited to €10,000. Depending on the status of your account and the rules in your area, there may be daily, weekly, and monthly aggregate limits. When you use an e-wallet or a card, your balance will show up right away. When you use a bank transfer, it may take up to two business days, depending on the bank's schedule. For all ways to withdraw, the minimum amount is €20. Maximum withdrawal: €7,000 a month is the standard limit. VIP members may be able to reach higher thresholds if they meet certain requirements. The time it takes to process depends on the withdrawal method:
Before the first payment request, identity checks are required. For larger amounts or because of rules, more proof may be needed. You can't take out bonus money; you can only take out real winnings after you've met the required playthrough. Some solutions may not be available in some countries. Make sure all of your personal and banking information is correct and up to date before you send in any transfer requests to avoid delays in processing. Whenever possible, withdrawals are sent back through the same channel that was used for the top-up, as required by anti-money laundering rules.
There are certain playthrough requirements for each promotion. For example, most match deposit bonuses require you to bet an amount equal to 35 times the bonus amount before you can take any money out. Always check your personal account dashboard or the promotions page to see what the exact multiplier is for your bonus. When you win free spins, you usually have to play through them 35 times. You have to bet £350 before you can withdraw if you win £10 from free spins. Depending on the day or event of the promotion, some offers may have a higher or lower playthrough rate. Not every game helps with these duties in the same way. For instance, video slots usually count 100%, but table games like blackjack and roulette only count 10% or less. Some titles may not be included at all. Look over the bonus help section or the list of games that are eligible for each reward. Bonuses might only work with certain ways to pay. Certain promotions may not be available if you make a deposit with Skrill, Neteller, or PayPal. Before claiming any offer, make sure that your preferred method is eligible to avoid losing it. Promotional money and the prizes that come with it often have an expiration date. Most of the time, you have to complete the playthrough requirement for deposit match bonuses within 21 days of activating them. Most of the time, free spins are no longer valid 24 hours after they are credited. After this time period ends, any bonuses that haven't been used and any winnings that come from them may be taken away. Most of the time, the most you can win from no-deposit spins or bonus cash is between £100 and £200. If you go over this limit, you may lose extra money. There are also staking limits, like a maximum bet of £4 per round until the playthrough conditions are met. If you go over this amount, the offer or winnings could be voided. Unless it says so, more than one bonus can't be active at the same time. If you ask for a withdrawal before you meet the requirements, the offer and any winnings may be cancelled. Always make sure you understand these rules before claiming. If you need more information, you can always call the support centre.
The platform promotes a balanced approach to entertainment and has safety features in place to stop people from playing too much. Players can set different limits for themselves, such as daily, weekly, or monthly deposit limits. You can change these settings in the account dashboard. Decreases take effect right away, but increases have to wait 24 hours before they take effect. People can also set limits on how much they can lose or bet, which lets them limit how much money they can risk or stake in a certain amount of time. You can set session time limits that will send you reminders or even force you to take a break when you reach certain levels. There is a voluntary self-exclusion system for people who want stronger measures. You can turn on this feature directly through your user settings or by calling customer service. You can choose to be excluded for six months, a year, or forever. Activation immediately stops people from logging in and stops them from making new accounts with the same personal information. During an active exclusion, any remaining balance will be sent back using the same payment method that was used to make the purchase, if possible. For more control, you can use third-party blocking software like Gamban, BetBlocker, or Net Nanny. There are support contacts for outside groups like GamCare, Gamblers Anonymous, and BeGambleAware. These groups can help people get professional help if they need it. For users with kids in their homes, parental controls are a big focus, and there are tips on how to keep devices and accounts safe from kids who shouldn't be able to get to them. Customer service is trained to look for signs of bad behaviour, and if they see any, they may contact the customer with more advice or help. The operator regularly reviews the rules for responsible play to make sure they are in line with changing best practices and legal requirements.
Players who disagree about transactions or the results of gameplay can use a clear escalation protocol. The first thing you need to do is send a written complaint to the support email address: [email protected]. Add important details like your user ID, the date of the event, and a full description of the problem. If you don't hear back from us within 24 hours, please use the live chat feature, which is available every day from 7:00 AM to 12:00 AM CET. If you need to, you can ask for a supervisor to look into a complicated case. All messages are kept on file for record-keeping purposes. If problems aren't fixed after seven days, you can take them to an outside Alternative Dispute Resolution (ADR) body, like eCOGRA. Your ADR submission must include a summary of any previous letters. The ADR provider's decision is usually final and must be followed. Call +356 2778 2465 for phone support if you have an urgent account issue. There are operators who speak more than one language. Please don't share your private login information when you talk to us; support staff will never ask for your password or financial information. If players live in areas where certain regulatory bodies are in charge, they can also ask for help by emailing [email protected], but only if local rules allow it and they have already tried everything else. Keep copies of all messages so you can refer to them during this process. For regular questions, you should get a formal answer within 48 hours. For escalated disputes, you should get one within 14 days.
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