Terms and conditions

Before using our Website, please read these General Terms and Conditions. By registering a Player Account with the website, using, or accessing any section of the Website you agree and confirm your consent with the Terms and Conditions. You agree to be legally bound by all of the following terms and conditions (hereinafter collectively referred to as the "Terms and Conditions"):

• 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.

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

These Terms and Conditions constitute the agreement between Bitstrike (hereinafter "Casino", "Website", “Company”, "We", “Us”, “Our”) and you (hereinafter "you" or "Gambler", “Player”). The Website is owned and operated by ADOLANOS LABS S.R.L., with company registration number 3-102-906861, with registered address at San Jose, county 15 Montes de Oca, district one San Pedro, Los Yoses, 8 and 10th avenues, 39 street 2nd to the right, LY Center, Costa Rica. (“Company). Any reference herein to Support Team or Customer Service Team shall mean contacting [email protected].

It is the player's sole responsibility to inquire about the existing laws and regulations of the given jurisdiction for online gambling. The Casino 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 check the laws of your country concerning online gambling, and you bear solely responsibility for your decision to use the Website in view of legislation in your jurisdiction at all times. Before attempting to make use of our Website you must verify whether online gambling is legal in your particular jurisdiction and the legal age to participate in gaming. 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.

The Casino reserves the right to amend these Terms and Conditions at any time. We will do our best to notify our players of any significant changes by email or on the Website. However, we do recommend all players revisit this page regularly and check for possible changes. Further use of the Website will indicate your acceptance of the changes made to the Terms and Conditions. Amendments are deemed effective immediately upon posting on the Casino website.

Only the English version of these Terms & Conditions shall have legal effect. We provide non-English versions of Terms & Conditions for informational purposes only. Accordingly, should there be any discrepancies between the English version and non-English editions of these Terms, the English version shall prevail.

The Casino accepts players only from those countries and geographic regions where online gambling is allowed by law. It is the player's sole responsibility to inquire about the existing gambling laws and regulations of the given jurisdiction before placing bets on the website.

The Casino accepts strictly adult players (the minimum age is 18) and players who have reached the age specified by the jurisdiction of the player's place of residence as eligible for online gaming. It is the player's sole responsibility to inquire about the existing laws and regulations of the given jurisdiction regarding age limitations for online gambling.

It is entirely and solely your responsibility to enquire and ensure that you do not breach laws applicable to you by participating in the games. Depositing real funds and playing for real money is subject to the laws of your country, and it is your sole responsibility to abide by your native regulations.

The Company reserves the right to ask for proof of age from the player and limit access to the Website or suspend the Player Account to those players who fail to meet this requirement.

The availability of the services shall not be interpreted as an offer or invitation on our part to use the services in a country where such use is illegal.

The restricted countries are: Saba, Statia, St. Maarten, Singapore, Israel, Dutch West Indies, Iraq, Cuba, Jamaica, Uganda, Pakistan, Iran, Panama, Lebanon, Zimbabwe, Mauritius, Nicaragua, Yemen, Côte d'Ivoire, Sudan, Liberia, Syria, Cayman Islands, Somalia, Republic of the Congo, Democratic Republic of the Congo, North Korea, Eritrea, Haiti, Sierra Leone, Ethiopia, Myanmar, South Sudan, Burkina Faso, Libya, Mali, Barbados, Rwanda, the USA, Ukraine, Russia, Cyprus. This includes all of the named Nations' Territories and Possessions. We reserve the right to change the list of restricted countries at our sole and absolute discretion and without forewarning. All such changes will be published on the Website.

The Casino cannot guarantee successful processing of withdrawals or refunds in the event that a player breaches this Restricted Countries policy.

The Casino doesn’t accept players, who are employees or personnel of the company at the moment of account registration. The Gambler confirms that they are not a Casino employee or a relative of a Casino employee, or the personnel member of the Company.

The Casino doesn’t accept players who have excluded themselves from participation as long as the self-exclusion period is in place.

Availability of Games

Please bear in mind some games may be unavailable in certain jurisdictions, as required by policies of game providers which may change from time to time.

We cannot guarantee that any returns, deposits, winnings, or bonuses, which residents of the countries restricted hereunder have gained or accrued using any means of encrypted connections over the Internet with the purpose to falsify their geolocation, would not be forfeited and may not be reclaimed by us on demand. Such actions on the part of the players will be regarded as a violation of these Terms and Conditions and we reserve the right not to open, suspend, or close your account, withhold payment of your winnings, and apply such funds on account of any damages caused by you.

The Company considers as dormant any account that has recorded no login for a period of more than 180 consecutive calendar days. The Company shall duly notify players at least thirty (30) calendar days before their accounts are due to become dormant in order for players to be informed in advance regarding relevant consequences.

In such instance, the Gambler accepts and acknowledges according to the Website Terms and Conditions that the Company may charge a fee for inactivity. Players are to be informed that according to applicable terms and conditions, they authorize the Company to debit a monthly administrative fee (Dormant Account Fee) from their account at the beginning of the month following the day on which the player’s account is deemed Dormant, and on the beginning of every subsequent month when the player account remains inactive.

Fees may only be charged to an inactive account as long as that account does not go into a negative balance. Where the Company decides to charge a fee, such fee shall be a Dormant Account Fee in the amount of 10 (ten) USD or the equivalent in another currency depending on the currency of the player’s account balance. The Company will stop deducting the Dormant Account Fee if the account balance is zero or if the account is reactivated by the player.

Where the Company decides to close an account, it shall, without prejudice to any AML legislation and procedures, endeavour to refund the remaining balance, by remitting the funds directly or by contacting the player using the player’s contact information. If the Company is unsuccessful in remitting the remaining balance, it will either:

1. Leave the account open and charge a monthly administrative fee (Dormant Account Fee) in the amount of 10 (ten) USD, or

2. Close the account and confiscate the remaining balance if the player’s account remains dormant for more than 1 calendar year.

You are fully responsible for paying all fees and taxes applied to your winnings according to the laws of the jurisdiction of your residence and laws applicable to you. 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.

You are fully responsible for paying any and all monies owed to other individuals and/or legal entities.

By accepting these Terms and Conditions you confirm that you know and understand the rules of the games offered on the Website. It is at your discretion to familiarize yourself with the theoretical payout percentage of each game. Rules of particular games offered on our Website may be accessed through the interface of such games.

Deposits to your account can be made using the deposit methods provided on the Website. Please contact our Support Team to inquire about the payment methods which are most favorable for your country of residence.

In case of replenishment of the gaming account with the currency other than the currency specified by the Gambler when registering, all conversion fees are paid by the Gambler.

The Company does not accept third-party payments. You must make deposits only from a bank account, bank cards, e-wallets, or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated. The Company is not responsible for the lost funds deposited from third-party accounts.

The Company reserves the right to set up a maximum and minimum amount for a single deposit per transaction, as well as maximum daily, weekly, and monthly limits for deposits. The minimum amount of replenishment of the gaming account per transaction is USDT 20 (or equivalent). The maximum amount of deposit depends on the payment method you decide to use and will appear when choosing the payment method.

The casino shall not be held responsible for the transfer of client's funds in case the client mistakenly indicates the wrong wallet number or wallet network. When depositing using cryptocurrencies, ensure you're depositing an amount greater than or equal to the minimum deposit limit for that particular currency, as displayed on the deposit page of your account. Deposits below this limit cannot be processed by our payment processor and will not reach your account and nor can they be returned to you.

You should only deposit money in your account for the purposes of using such money to place bets/wagers on the Website. We shall be entitled to suspend or close your account if we reasonably consider or have reason to believe that you are depositing money without any intention to place bets/wagers. Any deposit can be withdrawn only after it was used for placing bets/wagers on the Website.

1. Withdrawals from your account can be made using the withdrawal methods provided on the Website. Please contact our support team to inquire about the payment methods which are most favorable for your country of residence.

2. Different payment methods may impose different transaction limits. The Company reserves the right to set up a maximum and minimum amount for single withdrawal per transaction, as well as maximum daily, weekly, and monthly limits for withdrawals.

3. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until the identity of the person has been verified to ensure that the payment will be made to the real holder of the account. To do this, the Company reserves the right to request documents that confirm identity and location.

4. You agree that the Company reserves the right to cancel any withdrawal in the event of you being suspected of fraud, collusion, illegal activity, or breach of these Terms. The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds, and 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.

5. The period of processing requests for withdrawals is from 0 to 48 hours. The date of receipt of money in the Gambler's accounts outside of the Casino depends exclusively on banks and payment systems, to accounts of which the funds are withdrawn. In case of necessity to verify the identity of the Gambler, the time of processing the requests is calculated from the date of verification of the documents requested.

6. It is the player’s sole responsibility to ensure that all documents submitted for the KYC procedure are valid and relevant. Providing faked or fraudulent documents may result in the confiscation of deposits and potential winnings of the player. In order to verify the player's account, the Casino requires documents (ID, payment systems, utility bills in Latin or Cyrillic alphabet). In case the player doesn't have an opportunity to provide documents in the above-mentioned alphabets, the casino reserves the right to demand video verification where the player shows his/her documents. The Casino shall review the provided documents within a period of up to 1 business day.

7. The prize money is available for the player’s withdrawal request immediately after the game round completion subject to any applicable wagering requirements. To successfully make a withdrawal, a player must play through their deposited funds at least three (3) times before the withdrawal, i.e., to stake a total amount of bets that is three times bigger than the deposit. This procedure is in line with our anti-money laundering policy.

8. The minimum withdrawal amount from the gaming account per transaction is USDT 20 (or equivalent).

9. The maximum withdrawal amount from the gaming account per transaction USDT 30,000 (or equivalent). If the requested amount exceeds the limit of a particular payment system, the amount will be withdrawn in instalments.

10. The daily limit for funds withdrawal is USDT 30,000 or equivalent in other cryptocurrencies at the USDT exchange rate.

11. The weekly limit for funds withdrawal is USDT 60,000 or equivalent in other cryptocurrencies at the USDT exchange rate.

12. The monthly limit for funds withdrawal is USDT 100,000 or equivalent in other cryptocurrencies at the USDT exchange rate.

13. If a Gambler requests a withdrawal of the funds, but the sum of bets made since the last deposit is less than three (3) times the size of that deposit, the Casino reserves the right to charge the Gambler the costs of transaction processing, including deposits and withdrawals.

14. If you win more than USDT 100,000 (or equivalent), the Casino reserves the right to divide the payout into monthly instalments of a maximum of USDT 100,000 (or equivalent) until the full amount is paid out.

15. All progressive jackpot wins will be paid in full.

16. Finally, please keep in mind the Casino is not a financial institution. Your account will thus not bear any interests and no conversion or exchange services will be offered at any time.

17. You acknowledge that withdrawals via bank transfers can in exceptional cases be subject to additional charges by the intermediary banks. These charges remain outside the influence of The Casino and are in our experience limited to the equivalent of USDT 16(or equivalent).

18. All Bank Transfer payouts are in principle processed within three (3) banking days. Please mind that you will not be able to request a Transfer for USDT payouts. The casino shall not be held responsible for the transfer of client's funds in case the client mistakenly indicates the wrong wallet number or wallet network.

By accepting these Terms and Conditions, you confirm your awareness of the fact that gambling may lead to losing money. The Casino is not liable for any possible financial damage arising from your use of the Website.

The Casino is not liable for any hardware or software defects, unstable or lost Internet connection, or any other technical errors that may limit access to the Website or prevent any players from uninterrupted play.

In the unlikely case where a wager is confirmed or a payment is performed by us in error, the Company reserves the right to cancel all wagers accepted containing such an error, or to correct the mistake by re-settling all the wagers at the correct terms that should have been available at the time that the wager was placed in the absence of the error.

If the Casino mistakenly credits your Player Account with a bonus or winnings that do not belong to you, whether due to a technical issue, error in the paytables, human error or otherwise, the amount and/or the winnings from such bonus will remain the Casino's property and will be deducted from your Player Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.

The Casino, its directors, employees, partners, and service providers do not warrant that the software and Website are free from errors; and do not warrant that the Website and/or games will be accessible without interruptions.

The Casino shall not be liable for any loss, costs, expenses, or damages, whether direct, indirect, special, consequential, incidental, or otherwise, arising in relation to your use of the Website or your participation in the games.

You hereby agree to fully indemnify and hold harmless the Casino, its directors, employees, partners, and service providers for any cost, expense, loss, damages, claims, and liabilities howsoever caused that may arise in relation to your use of the Website or participation in the games.

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 case technical problems have prevented you from using our Website and in other exceptional circumstances. If you wish to request a refund in case of technical problems with our Website, you need to do so within the first 24 hours of the transaction in question for it to be considered. Prior to any amounts being processed for refund, all bonuses and winnings in your balance will be removed prior to calculation of the refund amount. We will inform you of the outcome of your refund request within 7 days of receiving it. If the refund request is unusually complex and provided that where additional investigation is required to complete it, such period may be extended further. If you would like to make a refund, please contact our support team.

To check the refund, you must provide these documents:

• Photos of both sides of your passport, driver's license, or any other form of ID.
• Proof of address (proof of address would need to be a photo of a paper document posted to you in the last 90 days. It could be, for example, a government-issued document, a bank document, a bill, or similar). Alternatively, you can upload the original PDF of a utility bill or a bank statement (showing your name and account number if you haven’t uploaded it as proof of address).

It may take up to 7 business days for a refund to be decided. If a refund is decided upon, the amount of the refund shall be returned to the Player’s account, the Player shall be informed, and the procedure shall be finalized within 48 hours after the decision has been made.

If you have funded 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. If your withdrawals exceed the total amount deposited, any excess amount will be paid to you via one of our alternative methods available.

In case any Credit Card purchases are considered to carry an unacceptable risk for security or legal reasons either by our Payment processors or by the Casino, we will initiate refunds for all such transactions back to the Credit Card, and notify all the appropriate authorities and parties.

Before a refund initiated by the Player is processed, all bonuses and winnings in your balance will be deducted prior to calculating the amount to be refunded.

Each player is allowed to create only one (1) personal account.

Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings, or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.

The Website can only be used for personal purposes and shall not be used for any type of commercial profit.

You must maintain your account and keep your details up-to-date.

You cannot transfer, sell, or pledge your account to another person. This prohibition includes the transfer of any assets of value of any kind, including but not limited to ownership of accounts, winnings, deposits, bets, rights, and/or claims in connection with these assets, legal, commercial or otherwise. The prohibition on said transfers also 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, or form.

The Company retains and keeps for a period of 5 (five) years all records obtained through identity verification measures and documentation regarding relations with customers and customers’ transactions, as well as correspondence with the customers.

We use special techniques to combat fraud in order to prevent any type of financial fraud at the Casino. Any attempt of fraud will result in the immediate suspension of the Gambler's account with the right of confiscation of all the funds in favor of the Casino.

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:

- Participating in any type of collusion with other players

- Development of strategies aimed at gaining unfair winnings

- Fraudulent actions against other online casinos or payment providers

- Chargeback transactions with a credit card or denial of some payments made

- Creating two or more accounts

- Low-risk roulette play where the player bets equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table. (Placing bets on black/red only covers 36 of 37 possible numbers).

- Other types of cheating

The Company also reserves the right and may be obliged to inform applicable regulatory bodies of the fraudulent actions performed by the player.

In the event of a chargeback at the account, the casino reserves the right to: charge the player a sum equivalent to the player's available balance funds to compensate damages and expenses suffered as a result of the chargeback, claim further damages and financial losses from the player by contacting them via one of the methods provided during the registration process (i.e., phone, e-mail, etc.), close the player's personal account and/or discard all and any winnings gained as a result of such act or attempt to act.

The Casino has zero tolerance for advantage play. Any player who tries to gain an advantage from casino welcome offers or other promotions agrees that the Company reserves the right to void bonuses and any winnings from such bonuses, for reasons including: use of stolen cards, chargebacks, creating more than one account to gain an advantage from casino promotions, providing incorrect registration data, providing forged documents, or any other actions that may damage the Casino.

To verify a player's account, casino management requires documents (ID, payment systems, utility bills, etc.) in Latin or Cyrillic alphabet. In case a player doesn't have the opportunity to provide documents in the above-mentioned alphabets, the casino reserves the right to demand video verification where the player shows his/her documents.

The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at the Casino's absolute discretion and without any obligation to state a reason or give prior notice. The Casino reserves the right to retain payments if suspicion or evidence exists of manipulation of the casino system. Criminal charges will be brought against any user or any other person(s) who has/have manipulated the casino system or attempted to do so. The Casino reserves the right to terminate and/or change any games or events being offered on the Website.

Should you become aware of any possible errors or incompleteness in the software, you agree to refrain from taking advantage of them. Moreover, you agree to report to the Casino any error or incompleteness immediately. Should you fail to fulfill such obligations, the Casino has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification.

Any deposit has to be wagered 3 times (the player must place bets three times their deposit amount) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, the player has to wager the total amount of these deposits prior to withdrawal. Otherwise, the Casino has a right to charge a fee for the processing of deposit and withdrawal, which is at the sole decision of the Casino.

The casino is not a financial institution and thus should not be treated as such. Your account will not bear any interests, and no conversion or exchange services (including fiat-crypto exchange) will be offered at any time.

Terms of the Bonus Policy, available bonuses, and the conditions for their receipt are listed on the "Promotions" page. The Casino reserves the right to amend the rules of the Bonus Policy at any time.

The Casino reserves the right to review transaction history and logs for any reason and at any time. If during such a review the abuse of bonuses by the Gambler is found, the Casino has the right to cancel bonuses for this Gambler.

If the terms of the Bonus Policy are contrary to these Terms and Conditions, the terms of the Bonus Policy shall prevail.

The Casino service is provided solely for entertainment purposes.

The Casino service is provided "as is". The Casino is not responsible for service mismatch to the Gambler's purposes and/or ideas on how such a service should be provided.

The Casino shall not be liable for computer malfunctions, poor communication, and other problems that have arisen on the part of the Gambler.

The Casino undertakes to correct all faults in the service as soon as possible, but does not guarantee their absence.

The Casino reserves the right to carry out preventive work in its software and hardware suite with a temporary suspension of the service.

In the event of force majeure, accidents, and failures in the software and hardware suites of third parties cooperating with the Casino or the actions of third parties aimed at suspension or termination of operation of the Casino, the Casino operation can be suspended and all current bets canceled.

The Casino is not responsible for any damages, costs, expenses, or damages, whether direct, indirect, special, incidental, or other actions arising in connection with your use of the website or your participation in the Games.

By agreeing to these Terms and Conditions, you save the Casino, all its employees, as well as service providers on the Casino website harmless from and against all claims for costs, expenses, damages related to your gambling at the Casino.

The content on the Casino website is subject to copyright and other proprietary rights held by the Casino or used under license from third party rights owners. All downloadable or printed materials contained on the website may only be downloaded to a single personal computer and can be printed solely for personal and non-commercial use.

Under no circumstances does the use of the website grant the user any rights to the intellectual property (e.g., copyright, know-how, or trademarks) owned by the Casino or any other third party.

Any use or reproduction of the trade name, trademarks, logos, or other creative materials presented on this site is prohibited.

1. Player Account Suspension and Closure Based on KYC (player’s identity verification) and AML Reasons:

• Player must provide the Company with all information that the Company may request in order to manage the player’s account, verify the player’s identity, or the source of the funds deposited to the player’s account. The player has to provide this information within 30 calendar days after the request is made.
• In case the player does not send the requested documents within 30 calendar days, the gaming account will be blocked from all transactions. The account may also be suspended (access to the account temporarily restricted, or the ability to make transactions and participate in games temporarily restricted) until provision of the requested documents.
• When the KYC process is unsuccessful, an email containing an explanation will be communicated back to the player. Once all proper documents are in the Company’s possession, the account will be approved, and full access to the account will be restored for the player.

2. Player Account Suspension Based on Fraud Reasons:

• The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques.
• The Company can suspend the player’s access to the website or block the player’s account in the event that the player is suspected of participating in a fraudulent or illegal activity.
• If the player’s account is closed or blocked, or if the player’s access to the Company’s services is suspended, or if access is denied for any other reason, players can at all times contact the Customer Support team to request clarifications or advice regarding available options, as well as to ask for withdrawal of any remaining balance in the account. The Customer Support team will examine the request and inform the player accordingly. If there are factual or legal circumstances preventing withdrawal, the money will be withheld until these circumstances have been resolved (if applicable).

3. Duplicate Accounts Suspension and Closure:

• Customers are only allowed to hold one account. When a player registers, the details are checked for possible duplicate accounts.
• Should the checks (manual or automatically done by the system) indicate that a duplicate account has been registered, the account can be suspended until further checks are made. Further checks aim to determine whether this is indeed a duplicate account registered intentionally with a detrimental purpose.
• If the Company detects that a player registered a duplicate account intentionally in order to gain an advantage from the Company’s promotions (bonus abusers), participate in any type of collusion with other players, circumvent verification and KYC checks, or for any other unfair purpose, such duplicate accounts will be closed permanently. An email containing an explanation will be communicated back to the player.

You are free to contact our customer service team according to the instructions found on the Website to give us any complaints regarding our services.

Complaints are handled in the support department and escalated within the organisation of the Casino if the support personnel do not resolve the case immediately. You shall be informed about the status of the complaint to a reasonable level.

The Casino acknowledges a complaint started by the account holder only. It is forbidden, and you therefore cannot assign, transfer, hand over, or sell your complaint to a third party. The Casino will dismiss the complaint if the matter is handed over to be conducted by a third party and not the original account owner.

Once a complaint is received, you will receive an acknowledgement of the complaint’s receipt as soon as possible, but not later than within 24 hours of receiving such a complaint. The purpose of this acknowledgement is to set the customer's expectations regarding how we will handle the complaint and in what timeframe.

In order for the Company to attend to players' complaints in the most expedited way possible, players are invited to provide the following information while filing a complaint:

• 1. Indication in the subject: “Complaint”.
• 2. Clear information about the player as the account owner, including the player’s name, surname, and phone number.
• 3. A detailed description of the complaint issue that has arisen and all relevant information about the escalated complaint.
• 4. Specific dates and times associated with the complaint.

The communication regarding the player’s complaint will take place in the English language.

The player will be reasonably informed about the progress status and state of the complaint during the complaint investigation. The complaint will be investigated by the Company, and the Company will involve respective employees and relevant escalations to handle the complaint, ensuring any requirements and levels of complaint investigation are met.

The Company will do its utmost to process and resolve a complaint in the shortest possible timeframe. In any case, any complaint must be dealt with within a timeframe no later than 8 (eight) weeks from the day of receipt of the complaint.

The player will be provided by the Company with a full response and outcome of the complaints investigation in writing, in a clear and well-founded manner, with duly substantiated findings and conclusions attached thereto, along with supporting documents if applicable.

The Company complies at all times with applicable regulatory requirements regarding complaint handling procedures, and the Company implements alternative dispute resolution procedures with a specialized provider of such services approved by the regulatory authority according to the applicable license requirements.

In the event of any dispute, you agree that the server logs and records shall act as the final authority in determining the outcome of any claim. 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 was logged 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.

When we wish to contact you regarding such a dispute, we will do so by using any of the contact details provided in your Player Account.

The Company is committed to endorsing responsible gambling among its customers as well as promoting the awareness of problem gambling and improving prevention, intervention, and treatment. The Company’s Responsible Gaming Policy sets out its commitment to minimizing the negative effects of problem gambling and to promoting responsible gambling practices.

If at any point in time a player feels a need to take a break from gaming, we offer a variety of self-exclusion options. During the self-exclusion period, the player will not be able to place any deposits, participate in any games, and will be excluded from all promotional offers for the set period. Being self-excluded means not being able to create a new gambling account with our Website, wager or gamble on the player's pre-existing account, and deposit funds.

When the player’s temporary self-exclusion period ends (excluding permanent self-exclusion), we will notify the player by email, and the player’s account will be reactivated shortly after that.

Please note that a self-exclusion request differs from a standard account closure; therefore, you won’t have the opportunity to withdraw your balance until the account is reactivated after the self-exclusion period.

The Company provides the following self-exclusion options:

• 24 hours self-exclusion
• 7 days self-exclusion
• 30 days self-exclusion
• 6 months self-exclusion
• 1-year self-exclusion

Self-exclusion means that you exclude yourself, out of your own choice, from all gambling services.

Should you feel that you have developed a gambling problem, we recommend that you self-exclude on an indefinite basis.

It is possible to revoke permanent self-exclusion upon a written request by contacting our Customer Support team. However, your account will be reactivated only after 7 (seven) calendar days have elapsed from the submitted written request regarding the revocation of self-exclusion. This cooling-off period is done to limit any damage from making rash decisions.

We reserve the right to reject reactivation of your account in case we suspect that problem gambling still exists. We reserve the right to prolong the self-exclusion period for the player if the player communicates erratically, shows signs of mental illness, or exhibits excessive dependence on gaming and problem gambling.

We will endeavor to apply your self-exclusion as soon as practically possible. However, please note that this process takes a reasonable period to implement. We will not consider the self-exclusion period as having commenced until it has been fully implemented and communicated to you.

If you are looking for an institution that offers consultation or therapy, you may also visit a treatment center. The following organizations can help you deal with compulsive and problem gambling:

• https://www.gamblingtherapy.org
• https://www.gamblersanonymous.org
• https://www.begambleaware.org

The treatment centres listed herein are completely independent and are in no way affiliated with our website.

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 Laws of Costa Rica.

You agree that any dispute, controversy, or claim arising out of or in connection with the use of the Website or in connection with the Terms, or the breach, termination, or invalidity thereof, shall be submitted to the exclusive jurisdiction of the courts of Costa Rica. We cannot accept responsibility under the laws of any other jurisdiction. You explicitly agree to the exclusive jurisdiction of the courts of Costa Rica as set out in this section.