WEBSITE TERMS AND CONDITIONS

*Terms and Conditions last updated on 24/01/2025 
*English Terms & Conditions always take priority

1. GENERAL INFORMATION
1.1
These Terms and Conditions govern the use of all our products and services on the Website. By registering on the Website you agree you have read and understood these Website terms and agree to be bound by them as may be amended by us from time to time. These terms include: Website Terms and Conditions (Website Terms); rules of each game or product you are playing; General Promotional Terms and Conditions; Privacy and Cookie Notice; and any other rules made available on the Website from time to time. 

1.2
Jackpot Lounge is operated by Two Shepherds Limited, a company established in accordance with Maltese Law. Two Shepherds Limited was registered on 16 July 2018 under the registration number C87367, and has its registered office at Level 3B, Centris Business Gateway II, Triq is-Salib tal -Imreihel, Central Business District, CBD 3020, 4, Malta.

1.3 
Two Shepherds Limited is licensed and regulated by the Malta Gaming Authority (the “MGA”) on 11/09/2024 with the licence number MGA/B2C/991/2023. 

1.4
Remote gambling may be illegal in other jurisdictions. It is your responsibility to know whether your participation in the Games is legal in the jurisdiction where you are located. TSL makes no representation as to the legality of its online gambling service in other jurisdictions. This agreement is governed by the laws of Malta and shall be interpreted in accordance with these laws.

1.5 
Two Shepherds Limited is referred to as “TSL”, “we” or “us” and the player as “you” or “the Player”. “Games”, “the Games” or “Game” is referred to as any of the gaming products offered at the Website/s.

1.6
There is only one version of these Terms and Conditions. These Terms and Conditions may be published in a number of languages, reflecting the same principles, for information purposes, and to help players. It is however only the English version that is the legal basis of the relationship between you and TSL. In case of any discrepancy (i) between the English version and (ii) the non-English version of these Terms and Conditions, the English version and most beneficial terms to the Player shall prevail.

1.7 
These Terms and Conditions constitute a legally binding agreement between you and TSL and govern your use of the Jackpot Lounge website. Please read these Terms and Conditions carefully. TSL reserves the right to make changes to these Terms and Conditions at any time without notice. TSL will ensure that you are informed about such changes when you next log into the website by asking the customer to accept the revised Terms and Conditions. If you refuse consent, you will be prohibited from using the Jackpot Lounge service.

1.8 
Any material changes will be notified to you in advance, and you must confirm acceptance before the changes come into effect. In such cases, any terms which are added, removed or changed, shall be highlighted. Players who fail to accept the updated terms and conditions shall be prohibited from playing but shall be able to withdraw their balance.

1.9 
You are responsible for reviewing the Terms and Conditions regularly to ensure that they agree with terms governing the placing of wagers. It is also recommended to review these Terms and Conditions each time you use the website. 

1.10
These Terms and Conditions become applicable when you register and confirm your registration details in the registration process at the Website. By registering an account with us, you agree that you have read these Terms and Conditions and accept them.   

2. YOUR OBLIGATIONS
2.1
You are over 18 years of age or comply with a higher minimum legal age, stipulated in the jurisdiction of your residence under the laws applicable to you.   
2.2 
You are solely responsible for the account details such as username and password, or any other linked email address used as a means to access your account on the Website. You are also responsible for the security of any personal computer or device on which you register your account, and from which your account may be accessed. In the case that there is a suspicion that such information could have been compromised, you must inform TSL as soon as  possible, and take proper actions to prohibit or prevent any unauthorised access to any part of your account and/or funds. We shall not be responsible for any unauthorised use of your account when we are not at fault.   

2.3
You may only use the Games on your own behalf and not on the behalf of any other person or company.

2.4
You may only participate in the Games strictly in your personal non-professional capacity for recreational and entertainment reasons only.  

2.5
You are not resident of  Afghanistan, Albania, Algeria, American Samoa, Andorra, Antigua and Barbuda, Angola, Argentina, Armenia, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Belarus, Belgium, Belize, Benin, Brazil, Bolivia, Botswana, Bulgaria, Burkina Faso, Butan, Bosnia and Herzegovina, Brunei, Burundi, Cambodia, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, China, Colombia, Comoros, Cook Islands, Costa Rica, Côte d’Ivoire, Croatia, Cuba, Cyprus, Democratic Republic of Korea, Denmark, Djibouti, Dominica, Dominican Republic, East timor, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Estonia, Ethiopia, Falkland Islands, Fiji, France, Gabon, Gambia, Georgia, Greece, Germany, Ghana, Greenland, Grenada, Guadeloupe, Guam, Guatemala,  Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Heard & McDonald Island, Honduras, Hong Kong, Hungary, Iceland, India (certain States: Maharashtra, Telangana and Andhra Prades),    Indonesia, Iran, Iraq, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan,  Kenya, Kiribati, Kosovo, Kuwait, Kyrgyzstan Lao Peoples Democratic Republic, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Martinique, Mauritania,  Mauritius, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Morocco,  Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, Nicaragua, Niger, Nigeria, Niue, Norfolk Isalnds, North Korea, Northern Mariana Islands, Norway, Oman, Pakistan, Palau,  State of Palestine, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Republic of Korea (South Korea), Réunion, Romania, Russia, Rwanda,  Saint Kitts and Nevis,  Saint Lucia,  Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles. Sierra Leone,  Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Sudan, Spain, Sri Lanka, Sudan, Surinam, Switzerland, Syria, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Tuvalu, Ukraine,  Uganda, United Arab Emirates, United States of America, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vatican City, Vanuatu, Venezuela, Vietnam, Virgin Islands (U.S.), Yemen, Zambia, Zimbabwe (“prohibited countries”).  

2.6
You are not allowed to transfer funds from your Account to other players or to receive money from other players into your Account, or to transfer, sell and/or acquire, user accounts. 

2.7 
You may participate in any Game only if you have enough funds in your Account for such participation.   

2.8
You may not use funds that are tainted and/or associated with any illegality and does not originate from any illegal activity or source. 

2.9 
You are solely responsible for reporting and accounting for any taxes and/or other fees applicable to you under the relevant laws for any winnings that you receive from Jackpot Lounge.  

2.10
In relation to deposits and withdrawals of funds into and from your Account, you shall only use such credit cards, debit cards and other financial instruments that are valid and lawfully belong to you.  

2.11
You shall not be involved in any fraudulent, collusive, fixing and/or other unlawful activity in relation to your and third parties’ participation in any of the Games and shall not use any software-assisted methods and/or techniques and/or hardware devices for your participation in any of the Games. We hereby reserve the right to invalidate any betting in the event of such behaviour.   

2.12
You may only use the software for your own personal and recreational use in accordance with rules and terms and conditions we have established, and in accordance with all applicable laws, rules and regulations.   

2.13
You shall be courteous to other players using the Website as well as support personnel employed by TSL and avoid rude or obscene comments.  

2.14
Player collusion is strictly prohibited, and you shall not use the devices and/or bots that distort gameplay.   

3. YOUR ACCOUNT
3.1
In order for you to be able to place bets and deposit money, you must first register personally with us and open an account (the “Account”).

3.2
You are allowed to have only one account and register this personally. If you attempt to open more than one account, all accounts you try to open may be blocked and/or closed and any bets placed may be voided.

3.3
You agree that all information that you give us, such as but not limited to: (i) valid identification, (ii) date of birth, (iii) address, (iv) email and (v) a clear selfie, during the term of validity of this agreement,  is complete, true and correct and that you will immediately notify us of changes of such information or change such details by yourself on the Website.   

3.4
You are required to update and keep up to date the mandatory information provided in the registration form in the event that such information changes.    

3.5
By registering an account with us, you hereby consent to us contacting you through any and all means of communication (whether in written or verbal form and including, but not limited to email, push messaging, telephone and SMS) in respect to matters relating to your account.

3.6
If you notice that you have more than one registered Account, you must notify us immediately. Failure to do so may lead to your Account being blocked for access.  

3.7
As part of the registration process, you will have to choose your username and password for your login into the Website. It is your sole and exclusive responsibility to ensure that your login details, any pincodes and/or passcodes are kept securely. You must not disclose your login details, pincodes and or/any passcodes to anyone. We are not responsible for any abuse or misuse of your Account by third parties due to your disclosure, whether intentional or accidental, whether active or passive, of your login details to any third party.   

3.8
If you wish to close your Account, you may do so at any time, by contacting We reserve the right to refuse to open an Account or to close an Account, which has already been opened at our sole discretion, but any contractual obligations already undertaken or entered into by TSL shall, without prejudice to any rights available at law to us, be honoured accordingly. 

3.9
If you wish to close your Account, you may do so at any time, by contacting customer support in written form. The effective closure of the Account will correspond to the termination of the Terms and Conditions. In case the reason behind the closure of the Account is related to concerns about possible gambling addiction you shall indicate it accordingly.

3.10
In case a player account is closed, related information about the account is saved for up to five (5) years from the time the account is closed. Related information includes player name, address, phone, email and account transactional details. We may hold personal data for longer if we are under a legal obligation to do so.

4. DEPOSITS INTO YOUR ACCOUNT
4.1
We will assign minimum deposit levels and maximum deposit levels as specified on the Website.  

4.2
Depositing funds into your account is made by use of any of the methods specified on the Website, as may be amended from time to time. Details in respect to the timings for withdrawals in respect to the method utilised are available on the relevant pages of the Website as may be amended from time to time.    

4.3
Deposits to the player account are made by transfer of money to the account by way of the payment methods stated on the Website. We might change the forms of payment that we accept from time to time.  

4.4
You may only use payment methods registered in your own name to make deposits. 

4.5
We may limit your deposits on any single day. 

4.6
We further reserve the right to accept certain methods of payment only subject to the fulfilment of certain conditions. 

4.7
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. 

4.8
We accept no responsibility for any currency exchange conversions, charges or fees levied by your card issuer, bank or financial institution. 

4.9
Please be advised that our products are consumed instantly when playing or wagering. Thus, we cannot provide returns of goods, refunds or cancellation of your service when playing or wagering. If you play a game or service with real money, the money will be drawn from your player account instantly.  

4.10
Your account should not be used as a banking facility/account and deposits should only be made with a view to using funds to place wagers. Your account is not insured, guaranteed, sponsored or otherwise by any banking insurance system nor shall it earn any interest. Should you make repeated deposits and withdrawals without commensurate wagers being placed, we reserve the right to close your account.   

4.11
Deposited amounts are available on the Account within a reasonable amount of time after the confirmation of the deposit on all available deposit options unless extra verification procedures are needed as stated in 4.15 below.  

4.12
We reserve the right to use additional procedures and means to verify your identity (Know Your Customer) when effecting deposits into your Account.   

4.13
If Jackpot Lounge mistakenly credits your Account with winnings that do not belong to you, whether due to a technical or human error or otherwise, the amount will remain property of TSL and the amount will be transferred from your Account. If prior to TSL becoming aware of the error, You have withdrawn funds that do not belong to you, without prejudice to other remedies and actions that may be available at law, the mistakenly paid amount will constitute a debt owed by you to TSL. In the event of an incorrect crediting, you are obliged to notify us immediately by email. 

4.14
TSL accepts payments made in EURO or other currencies as notified on the Website from time to time. In case your payment account (i.e. your bank account or your eWallet account) is in a different currency, or your bank/eWallet as the case may be, we will convert the funds to the relevant currency before depositing it to your account. Likewise, the funds you withdraw will be sent to you in your Jackpot Lounge account currency and your bank/eWallet, as the case may be, we will convert the funds to your payment account currency. Please note that any exchange premiums are payable by you, and We therefore accept no responsibility for any currency exchange conversions, charges and/or fees levied by your card issuer, bank or financial institutions.  

4.15
TSL reserves the right to use additional procedures and means to verify Your identity both before and after effecting deposits into your Player Account. It is unlawful to deposit funds from ill-gotten means. 

5. WITHDRAWALS
5.1
No withdrawal will be processed, and funds cannot be withdrawn from your account until: (i) Verification Checks have been satisfactorily completed; (ii) payments have been confirmed; and (iii) you have complied with any other withdrawal conditions, specific rules and promotional terms relating to your use of the Website and/or affecting your account (for example, any applicable bonus terms). Please note that Verification Checks include checks on your identity, age, place of residence and proof of ownership for any payment methods used (including the source of your funds or wealth) as further set out in clause 7. We may withhold any withdrawal in instances where you have not complied with any of the conditions in this clause. 

5.2
All withdrawals will be paid back to the same payment method used to make a deposit on the account. The withdrawal methods will become available once a successful deposit is made with such method.   

5.3
Where your withdrawal method is no longer valid or available (for example, it has expired) your withdrawal will not be processed, and you will be asked for details of an alternative payment method. We may request further information or documentation from you in this instance. 

5.4
Once a withdrawal is requested, it will remain pending for between 1 to 2 business days. Once approved it will be processed immediately but may take up to 3 to 5 business days to reach your account, this period will vary depending on the withdrawal method selected.  

5.5
Unless agreed otherwise in writing, the maximum you may withdraw in any week is €5,000 or currency equivalent. VIP players may be eligible for an increase to this amount.

5.6
Once a withdrawal is requested, it will remain pending for between 1 to 2 business days. Once approved, it will be processed immediately but may take up to 3 to 5 business days to reach your account - this period will vary depending on the withdrawal method selected. 

5.7
Kindly be aware that our products are consumed instantly during gameplay. Thus, we cannot provide refunds, return of goods, or cancellation of your service when playing. If you play a game with real money, the money will be drawn from your player account instantly.   

5.8
TSL is not a banking institution, and you are not to expect any interest.  

5.9
Your account should not be used as a banking facility/account and deposits should only be made with a view to using funds to place bets. Your account is not insured, guaranteed, sponsored or otherwise by any banking insurance system nor shall it earn any interest. Should you make repeated deposits and withdrawals without commensurate bets being placed, we reserve the right to pass on for your account, without prior notice any bank charges we have incurred before closing the account.  

5.10
Funds may be deducted from withdrawals in compliance with, and as required by any applicable law. 

5.11
If we mistakenly credit your account with winnings that do not belong to you, whether due to a technical error, error in the pay-tables, or human error or otherwise, the amount will remain property of us and the amount will be deducted from your account. If you have used any such amount to place wagers, we may cancel these wagers and void any winnings. 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 and we may take steps to recover such amount. In the event of an incorrect crediting, you are obliged to notify us immediately by email. 

5.12
All transactions shall be checked as part of our anti-money laundering obligations. We shall report any suspicious transactions to the relevant competent authorities in Malta and/or the country you are based in. If you become aware of any suspicious activity relating to any of the games or anything relating to the Website, you must report this to us immediately. We may suspend, block or close an account and withhold funds if requested to do so in accordance with applicable law. 

6. Payment of Winnings 
6.1
Returns due on bets placed will be added to your current deposit balance once the bet has been settled. This balance will remain in your account unless you submit a request that part, or all, of the outstanding balance is returned to you. If your balance is zero, you will be required to transfer more funds before you are able to place any bets. We do not offer any form of credit at any time. 

6.2
Your processed funds will leave us at the close of business each bank working day and the timing for processing will varying depending on the time as well as the country and financial institution in question. 

6.3
Please note that payment of winnings may be subject to further Verification Checks as set out in clause 7. 

6.4
If you win €100,000 or currency equivalent or more, We reserve the right to divide the payout into ten instalments, paid as 10 per cent every month for ten (10) months until the full amount is paid out. You will not get any interest on outstanding amounts and you shall not treat us as a financial institution. 

6.5
If required, it will remain your responsibility to report any winnings and losses to your local law, regulatory, or tax authorities or any other relevant authorities. We will not be liable to such authorities for any payment of your personal taxes. Please note that regulatory changes in respect of taxation in certain jurisdictions may have an impact on these Terms of Use and may include the deduction of any applicable levy from your winnings or withdrawals.

7. Verification Checks 
7.1
By opening an account, you agree that we may perform certain verification checks (“Verification Checks”) as described in further detail in this clause. Please note that we reserve the right to close, suspend or terminate your account at our sole discretion if there is any issue with the Verification Checks. 

7.2
EMAIL VERIFICATION: You may be asked to verify your email via an activation link or other proof that the email account belongs to you. If this step is not completed, the account may be suspended and any winnings voided until the account details have been verified. 

7.3
AGE VERIFICATION: We reserve the right to perform age verification checks to ensure you are of legal age to gamble. As part of this process we may require and request further information directly from you. If, upon completion of Verification Checks (or subsequently) you are ultimately proven to be underage: (i) your account will be closed; (ii) any winnings obtained while using the Website will be retained by us; and (iii) all funds deposited by you will be returned by a method determined by us. Any monies already withdrawn will be deducted from the amount returned. 

7.4
ADDITIONAL VERIFICATION CHECKS: We may make use of third-party agencies to confirm your age, identity, address, payment details and methods or any other information that you provide to us. This process will involve checking the disclosed details against certain (public or private) databases. By entering into this process, you agree that we may use, record and disclose such personal information and this data may be recorded by us and/or them. The third parties that we use are fully aware of its obligations under the Data Protection Act and will always act in accordance with its provisions and our instructions. 

7.5
As part of our Verification Checks, there may be requests for supporting ID and/or other documentation or information which you will be advised of at the time. We may suspend your account and/or prevent you from placing any further bets until you have satisfactorily completed these Verification Checks. 

7.6
Please note that we may decide to carry out further Verification Checks (including requesting extra documents or information) to confirm, without limitation, your identity, age and address or payment method details at any time (i.e., for cumulative deposits of €2,000). This is to satisfy our licence obligations, routine security checks and to safeguard the integrity of your account. 

7.7
If, upon completion of Verification Checks, we are unable to verify your details or you are unable and/or unwilling to provide proof of your residential address, or other information required to complete verification, we will within a reasonable time: (i) close your account; and (ii) return any residual balance, up to the value of your initial deposits, at the time of the unsuccessful verification (please note that any excess winnings will not be credited). 

7.8
AML VERIFICATION: In addition to the above and as part of our compliance with EU anti-money laundering directives, we may at any time (including, but not limited to, certain stages of your account registration) ask you to not only verify your identity and address, but also request proof of ownership for any payment methods used to deposit or withdraw funds (including the source of your funds or wealth). 

7.9
It is unlawful to deposit, or attempt to deposit, funds obtained from criminal, illegal or fraudulent activities into your account. We are required to monitor any unusual or suspicious transactions of any size and report suspicious transactions and fraudulent activity to the appropriate regulator, and we may report such activity to the police or relevant authorities. Please note that if you decide not to answer any requests for information then it may lead us to have to make the unfortunate decision to close your account. 

8. BONUS & OTHER PROMOTIONAL SCHEME CONDITIONS
8.1
Please see our General Promotional Terms and Conditions and Significant Terms and Conditions (where applicable) for information on promotions, bonuses and offers. 

9. EXCEPTIONAL CIRCUMSTANCES
9.1
We cannot be held responsible for a bet not being placed or an offer not being matched for any reason or you being disconnected from the Website, including but not limited to computer malfunctions and/or failure of telecommunications services or internet connections. 

9.2
The balance of your account will always be as is recorded on our server. The balance on the server when logging on to our Website, after you have been disconnected, will reflect the balance after completion of the last bet prior to the disconnection. This is necessary to avoid any further complications. By placing any further bets or offers on our Website, you accept the results of any previous bet. As such (at our discretion) the results of the previous bets are no longer in dispute and no refund or other adjustments will be granted. If you feel the result of any of the games is unfair or incorrect, you should contact us immediately and report the incident.

9.3
Unexpected technical problems or circumstances outside the control of TSL such as technical problems at third party providers allows us to cancel bets and give refunds to players.  

9.4
TSL has the right to limit, cancel and refuse bets in case they are considered to be too large or if we see that the betting pattern of the player takes place in such a way that the system is being abused.  

9.5
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 finalised within forty-eight (48) hours after the decision has been made.  

9.6
A refund may be awarded in the following circumstances where a Game malfunctions and/or IT failures occur. In the event of a malfunction in a game, the Service, the Website or any of the related systems, or due to any other error, all bets placed during such period are void and will be refunded. Funds obtained from a malfunction shall be considered void, as well as any subsequent game rounds said funds, regardless of what games are played using such funds. If you are, as a result of such malfunction or error, credited with funds resulting in any overpayment or over-crediting to your account, it is your responsibility to promptly inform us. Without derogating from such responsibility and regardless of whether you do notify us, you hereby agree and expressly authorize us upon becoming aware of any erroneous crediting, or payment of funds, to adjust your account to recover any such funds.  

9.7 
In the case that a game is stuck in a state where it cannot be finished, for example a connection loss while playing, TSL has the right to “clean up” such bets at a regular basis and refund the bet/wager to the player’s account. This is performed on a monthly basis. If the game has been aborted or miscarried on the server, the player should be refunded. 

9.8 
If a bonus campaign has in any way been misconfigured, TSL has the right to alter players’ balances and account details to correct the mistake. 

9.9
If it contains a bug or misconfiguration that causes incorrect behaviour or pay-out, TSL has the right to remove the game and alter players’ balances and account details to correct the mistake.

9.10
TSL is 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 TSL’s  management.

9.11
TSL shall accept no liability for any damages or losses which are deemed or alleged to have arisen out of or in connection with the Website or its content; including without limitation, delays or interruptions in operation or transmission, loss or corruption of data, communication or lines’ failure, any persons’ misuse of the site or its content or any errors or omissions in content.

9.12
We may remove any game from the Website at any time we see fit.  

10. INACTIVE ACCOUNTS
10.1
An inactive account is an account that has not been accessed for three (3) months and that has a real money balance. 

10.2
We will contact you via email up to thirty (30) days prior to your Account becoming inactive informing you that your Account is about to become inactive, and the inactive fee will be charged.

10.3
When an account becomes inactive, we may charge €5 per month administrative fee on your account, for as long as there are funds on the account.  

10.4
If after your Account has become inactive, you access your Account, you shall be entitled to a reimbursement if you can prove you could not access your Account due to health-related impediments.

10.5
An account which is inactive as a result of self-exclusion shall not be charged any inactive account fee until such period of self-exclusion lapses. Once the period of self exclusions lapses, the inactivity period shall start to run, and the inactive account fee will be charged if the account remains inactive for the period of time as stipulated above.

10.6
We reserve the right to close your account and refund the remaining balance to your account and refund the remaining balance to you if you self-exclude yourself for a period greater than six (6) months, provided this does not infringe the applicable Anti-Money Laundering legislation and/or regulations.  In the event that We are unable to remit the funds within Your account, we shall send you a final notice informing you that we shall appropriate the funds if you are unable to provide a means for the remittance. Such notice shall be sent to you through every means of communication available to TSL (including post). In the event that the funds remain unclaimed for a period of five (5) years from the date of submission of the final notice, we may confiscate the funds. 

10.7 
If you are inactive and not in a position to accept any material changes to the Terms and Conditions, any fees charged to the account shall be in accordance with the Terms and Conditions that you last agreed to.

11. RESPONSIBLE GAMING
As part of our Responsible Gabling Policy, we provide you with a number of tools to help manage your activity and limit your gambling time or spending on the Website. You also have the option to temporariliy take a break (Timeout) and an option to self-exclude for adeifnite or indefinite period of time. To view our Responsible Gambling policy and for more details on how you can control your gambling please visit the Responsible Gambling link of the Website.

12. PRIVACY POLICY
12.1
You acknowledge and accept that we collect and use your personal data in order to allow you access and use of the Website and in order to allow you to participate in Games in accordance with our Privacy Policy. Our Privacy Policy forms part of these Terms and Conditions and contains details on the types of information we collect and what we do with that information. 

12.2
We acknowledge that in collecting your personal details as stated in the previous clause, we are bound by the General Data Protection Regulation (EU) 2016/679. We will protect your personal information and respect your privacy in accordance with best business practices and applicable laws. 
 
12.3
Identity and contact details:  
Data Protection Officer: [email protected].
Your personal data will be used by us to allow you to participate in the Games, and to carry out relevant actions to your participation in the Games.   

12.4
We may also use your personal data to inform you of promotions, changes and new services that we think you may find interesting. In order to receive such direct marketing data, you must opt-in for such service by administrating your settings or contacting support.

12.5
When you open an account with us, your personal data may be processed for anti-money laundering purposes. Your personal data will not be given to third parties, unless such disclosure is necessary for the processing of your requests in relation to your participation in the Games is specifically allowed by you or unless it is required by law.  In the case of supply of personal data to third parties, specifically the names of the parties, and for what purpose such persons may use that data, a specific opt-in approach will be adopted.  As TSL’s business partners or suppliers or service providers (including but not limited to: GBG Group PLC, Shufti Pro, Killbiller Limited t/a Edgetier, Twilio Ireland Limited, Xtremepush Ltd, White Hat Gaming Holding Limited), may be responsible for certain parts of the overall functioning or operation of the Website, personal data may be disclosed to them. Relevant authorities, employees of TSL, in particular Customer Support, the payment team and other employees shall also have access to your personal data for the purpose of executing their duties and providing you with assistance and the Service. You hereby consent to such disclosures.   

12.6
The recipients or categories of recipients of your personal data shall be included. This may include other data controllers, joint controllers and data processors to whom data is transferred or disclosed.    

12.7
We may even collect a cookie from your browser, in order to make the website experience better. You can, if you wish, turn off the collection of cookies. You must note however, that turning off cookies may restrict your use of the Website.  

12.8
In order to provide you with an efficient service, we and our service providers may require to transfer your personal data to a country outside of the EU. In this case, details of said data transfers will be provided and reference will be made to the appropriate or suitable safeguards.    

12.9
Transactions are checked to prevent money laundering, and suspicious transactions will be reported to the relevant authorities.   

12.10
We have a retention period for data of no more than five (5) years (unless required to be kept longer in accordance with the legal and regulatory requirements).   

12.11
You have the right to access your data, as well as rectify, erase and restrict it whilst having the right to data portability requests.  

12.12
You may object to the processing of your data and may withdraw consent, if the processing is based on consent.   

12.13
You have the possibility of lodging a complaint with the relevant supervisory authority.  

13. COMPLAINTS AND DISPUTES 
13.1
We will endeavour to make a Player’s experience with us an enjoyable one, however, there may be occasions where a Player may feel dissatisfied with the quality of our product/s or of our customer service. Any escalation of a customer enquiry to the Complaints Team will be classified as a "Complaint". Please note that any calls to our Customer Support Team or to our managers/supervisors may be monitored or recorded for training and quality management purposes, and to assist us in the quick and effective resolution of customer queries.  

13.2
Please note that only complaints raised following the below procedure will be responded to and dealt with accordingly. Any complaints or issues raised via third party platforms (e.g. social media, chat rooms, etc.) will not be accepted and you will be advised to follow our Complaints Procedure. We will not tolerate any aggressive, abusive, threatening, defamatory or other offensive language or behaviour towards our members of staff.

13.3
The Complaints Procedure is as follows: 
 
Stage 1 Contact Customer Support: Should you wish to make a complaint, you should first (as soon as reasonably practicable) contact our Customer Support Team via Live Chat or email ([email protected]), where an advisor (the Support Host) will investigate the query and respond to it. To help us consider the issue, it’s important that we understand your concern, so we may ask you some questions about it, such as what happened and when. The Support Host will log the contact and make notes on their response. 
 
Stage 2 Further Review: Should your complaint not be resolved at this stage or you are not satisfied with the resolution, the matter may be referred to the Support Host's Team Leader, who will review the matter and communicate their decision to you. 
 
Stage 3 Escalation: If you still remain dissatisfied, or if escalation to a Team Leader is not appropriate, the matter may be escalated to the Complaints Team, at which time your enquiry will be recorded as a “Complaint”, your case will be assigned a Case ID, and we request that this be quoted in any correspondence. We consider our response in Stage 3 to be the final stage of our Procedure, and as such, we will not enter into further discussions regarding the complaint, once Stage 3 is completed and a resolution has been provided. Information on your options to escalate to Alternative Dispute Resolution (ADR) provider will be provided to you at this final stage should you remain dissatisfied. 
 
Stage 4 Response times: Please note that we aim to provide you with a substantive response as soon practically possible and seek to resolve your Complaint within ten (10) days from the date we receive the Complaint. We shall notify you of any time extensions as part of our initial response. 
 
Stage 5 Confidentiality: We will do our best to deal with all complaints and disputes confidentially and will at all times comply with the EU General Data Protection Act. We ask that during the Procedure, you agree not to reveal the existence or detail of any enquiry, complaint(s) or dispute(s) to any third party, which includes discussions in chat rooms or equivalent forums, and all details pursuant to the Procedure shall be deemed to be confidential information. In the event of unauthorised disclosure of confidential information, the Procedure will be put on hold. In circumstances of unauthorised disclosure, we may lock or close your account(s). 

13.4
Complaints closure and referral: 
The response of the Complaints Team, known as Stage 3, represents the final stage of Procedure for all complaints. Your options regarding ADR providers are outlined below. 
 
Should you remain dissatisfied in relation to a dispute, you have the option to escalate the matter externally via our ADR provider, eCOGRA (the “ADR Provider”). 
 
There is no charge to you for referring your unresolved dispute to the ADR Provider. For any referral made to the ADR Provider, the ruling reached by the ADR Provider will be considered final by all parties. 
 
The form for the eCOGRA ADR service is available here: https://ecogra.org/forms/adr-dispute-step-1 
 
Alternatively, if you are a resident of an EU member state, Iceland, Liechtenstein, or Norway, you can raise your complaint using the Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/.  

14. LIMITATION OF LIABILITY
14.1 
You enter the Website and participate in the games at your own risk. The Website and the games are provided without any warranty whatsoever, whether express or implied. 

14.2
You enter the Website and participate in the games at your own risk. The Website and the games are provided without any warranty whatsoever, whether express or implied. 

14.2.1
Do not warrant that the software, the Games and the Website are fit for their purpose;  

14.2.2
Do not warrant that the software, the Games and the Website are free from errors;  

14.2.3
Do not warrant that the software, the Games and the Website will be accessible without interruptions; and 

14.2.4
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.

14.3
You understand and acknowledge that, if there is a malfunction in a game or its inoperability, any bets made during such malfunctioning shall be void. Funds obtained from a malfunctioning game shall be considered void, as well as any subsequent game rounds with said funds, regardless of what games are played using such funds.   

14.4
You hereby agree to fully indemnify and hold harmless us, our 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. 

14.5
To the extent permitted by law, our maximum liability arising out of or in connection with your use of the website, regardless of the cause of actions (whether in contract, tort, breach of warranty or otherwise), will not exceed €10,000.  

 

15. BREACH, PENALTIES AND TERMINATION
15.1 
If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your account.   

15.2
If TSL suspects that you are engaged in illegal and/or fraudulent activities when using the website; or in breach of this agreement, or that you are having problems with creditors or otherwise detrimental to our business, we may freeze or terminate your account or cancel any stakes at our absolute discretion.  

15.3
These terms and conditions constitute the entire agreement between you and us with respect to the website and save in the case of fraud, supersede all prior or contemporaneous communications and proposals, whether electronic, oral or written, between you and us with respect to the website. 

16. ENTIRE AGREEMENT
16.1 
If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your account. 

16.2
We reserve the right to assign or otherwise lawfully transfer this agreement. You shall not assign or otherwise transfer this agreement.  

16.3
These Terms and Conditions constitute the entire agreement between you and us with respect to the website and save in the case of fraud, supersede all prior or contemporaneous communications and proposals, whether electronic, oral or written, between you and us with respect to the Website.