Date of last update: March 13, 2024

1. Introduction and general information

1.1. Casineia.io (hereinafter the “Website” or “Operator” or “Company” or “We”).

1.2. The Company is licensed.

1.3. These Terms and Conditions, together with any other policies and any other rules applicable to our betting or gaming products (hereinafter the "Terms") regulate the usage of the betting or gaming product provided on the Website (“Software” or “Games”) and every other software belonging to or licensed to the Company as may be specified from time to time, and the related enabling internet, URLs, mobile or other software by you (“Services”). Any reference to “you”, “your”, “customer”, “user” or “player” shall mean any person accessing/using the Website or any services available thereon and/or any registered customer of the Website.

1.4. By using, visiting and/or accessing any part of the Website and or any sub-domain, website or mobile application that we own or operate and/or registering an account on the Website you agree to be bound by these Terms, and are deemed to have accepted and understood all the Terms.

1.5. You should read the Terms carefully, if you disagree with them and/or cannot accept them, please do not use, visit or access the Website.

1.6. We may change these Terms from time to time for any reason (including compliance with applicable legislation or requirements of regulators). The current version of the Terms will be available on the Website. If you continue to use the Website after such changes come into effect you are deemed to have accepted such changes to the Terms.

1.7. Rules and explanations with respect to the games provided in separate links on the sites, or explanations and conditions referring to the software stated therein are incorporated into these Terms by reference.

2. License given to you and our intellectual property

2.1. Under these Terms, the Company provides you with a non-exclusive, personal, and non-transferable privilege to utilize the Website on your personal computer or any other Internet-connected device to access the Software on the Website in order to receive the Services.

2.2. The Company and its licensors exclusively own all rights, including copyright, trademarks, intellectual property, and other rights, in the Service, Software and the Website, structure, and organization. Under applicable laws, you are prohibited from copying, distributing, publishing, reverse engineering, decompiling, disassembling, modifying, or translating the Website, or using the Service/Software in any prohibited manner.

2.3. All rights not explicitly granted to you are reserved by the Company, which retains complete rights, title, and interest in the Service/Software/Website. You are responsible for any damage, costs, or expenses resulting from any unauthorized use committed by you, and you must immediately inform the Company if you become aware of such misuse by anyone.

2.4. The Company reserves any and all rights implied or otherwise, which are not expressly granted to you hereunder and retain all rights, title and interest in and to the Software/Website/Service. You agree that you will be solely liable for any damage, costs or expenses arising out of or in connection with the commission by you of any unauthorized use. You shall notify the Company immediately upon becoming aware of the commission by any person of any unauthorized use.

3. Your Account

3.1. Legal requirements

3.1.1. Reference to the “Account” shall mean an account registered by you on the Website after accepting and agreeing to these Terms. By registering an Account you declare that you are over 18 years of age or of a higher minimum legal age as stipulated in the jurisdiction of your residence under the laws applicable to you. It is your sole responsibility to know whether the Services available on the Website are legal in the country of your residence. Persons who are under age of 18 years are not allowed to use the Website and/or any Services available on it.

3.1.2. You are not allowed to register on the Website and use our services if you are a resident of, or accessing the Website from, USA, Netherlands, France, United Kingdom, Australia, Cyprus, Spain, Austria, Comoros, Germany, Sweden, Dutch West Indies (Aruba, Bonaire, Saba, Statia, St Martin and Curacao), all FATF Blacklisted countries (such as Iran, North Korea etc.) and sanctioned countries, any other jurisdiction that the Central Government of Curaçao (formerly the Netherlands Antilles) deems online gambling illegal or which are are blacklisted and other jurisdictions deemed prohibited by the Anjouan Offshore Financial Authority. We reserve the right to refuse customers from any other countries over and above the aforementioned jurisdictions at our own discretion.

3.2. Registration of Account

3.2.1. To engage in betting, play games, and make deposits, it's necessary to create an Account on the Website.

3.2.2. Account registration requires you to provide comprehensive, current information including your mobile number, e-mail address, username, and password, along with other essential details requested in the registration form.

3.2.3. When you set up your Account on the Website, you are agreeing to use your actual legal name. We reserve the right to verify the authenticity of the information you submit. Altering this information is generally not permitted, but in specific instances, such as honest errors, you may request data changes by reaching out to the Website's customer support.

3.2.4. If you are assigned or select a username, password, or any other information as part of our security measures, you must keep this information confidential and not share it with anyone else. We are not liable for any misuse of your Account by third parties resulting from your sharing, whether intentionally or accidentally, of your login details. We will never ask you to disclose your password, nor will we contact you to inquire about password-related security questions.

3.2.5. Employees, past employees of service providers, their affiliates, and family members of the Company are prohibited from registering accounts on the Website and from using the Services/Software. Breaking this rule leads to permanent account closure, and such accounts will be treated as fraudulent. Any gains from these activities will be confiscated, and only the deposited funds will be returned to the account holder.

3.2.6. Your Account, including any associated assets such as account ownership, winnings, deposits, bets, and related rights or claims, cannot be transferred, sold, or pledged to anyone else. This prohibition extends to, but is not limited to, actions like encumbering, pledging, assigning, creating a usufruct, trading, brokering, hypothecating, or gifting in collaboration with a fiduciary or any third party, whether a company, individual, foundation, or association, in any form whatsoever.

3.3. Account Issues

3.3.1 After creating your account, you should not expose your login and password to the third parties. If you for some reason forget your password, you can restore your password by clicking the button “Forgot Password”.

3.3.2. Should you suspect that someone else knows your personal details, or if you believe another user is gaining an unfair advantage through cheating or collusion, you are required to inform us of your suspicions.

3.3.3. We hold the right to invalidate any bet or transaction, either partly or wholly, at our discretion, if we identify that any of the following situations have arisen:

a. The Account holder or their associates might be in a position to sway the outcome of an event;

b. The Account holder or their associates are circumventing the rules of the Website, either directly or indirectly;

c. The outcome of an event or bet has been influenced by illegal activities;

d. Event odds have been significantly altered due to public announcements about the event;

e. Bets were placed and accepted during times when technical issues affected the Website, which would not have been accepted under normal circumstances;

f. Bets were offered, placed, or accepted due to errors such as misprints, technical glitches, human mistakes, force majeure, or other similar reasons.

3.3.4. If we decide to close or suspend an Account for any reason, we reserve the right to also close any subsequent Accounts that may be opened by the same individual, using the same device, address, payment wallets, or credit cards, and to void/cancel all bets and transactions associated with those Accounts.

3.3.5. We might provide two-factor authentication (2FA) as an extra layer of security against unauthorized access to your Account. You are responsible for safeguarding your login details and ensuring they are not accessible to others.

3.4. Warranties upon Account Registration

By registering the Account on the Website you undertake, declare, and warrant that:

3.4.1. You confirm that you are at least 18 years old, or the higher age of majority as required by your jurisdiction's laws, and are legally permitted to engage in the games on the Website according to your local laws.

3.4.2. Your use of this Website and Account is solely for authentic participation in the games, without any financial or other ulterior motives. Your involvement in the games is purely for personal, non-professional leisure and enjoyment.

3.4.3. You are participating in the games on your own behalf and not representing anyone else.

3.4.4. You are neither a resident of nor accessing the Website from regions including USA, Netherlands, France, United Kingdom, Australia, Spain, Austria, Comoros, Germany, Dutch West Indies (Aruba, Bonaire, Saba, Statia, St Martin and Curacao), all FATF Blacklisted countries (such as Iran, North Korea etc.) or sanctioned countries, any other jurisdiction that the Central Government of Curaçao (formerly the Netherlands Antilles) deems online gambling illegal or which are blacklisted and other jurisdictions deemed prohibited by the Anjouan Offshore Financial Authority.

3.4.5. All information you provide us is accurate, complete, and current, and you will promptly inform us of any changes to this information.

3.4.6. You are solely responsible for declaring and paying any applicable taxes on winnings under the laws relevant to you.

3.4.7. All funds you deposit into your Account are legally obtained and free from any connection to unlawful activities.

3.4.8. You acknowledge the risk of monetary loss when participating in the games using funds in your Account.

3.4.9. You will not engage in fraudulent, collusive, fixed, or illegal activities in connection with your or others' participation in the games and will not use any software, techniques, or devices to influence game outcomes. We reserve the right to close your Account or disqualify your game participation in case of such activities.

3.4.10. For all transactions into and out of your Account, you will use only credit cards and financial instruments legally owned by you.

3.4.11. The software we provide you is our property or that of third parties, protected by copyright and other intellectual property laws. You may use the software solely for personal, recreational purposes, following all the rules, terms, and conditions we set, and in compliance with all applicable laws and regulations.

3.4.12. Games on the Website should be played with the same etiquette as in any other environment. You should be polite to other players and our representatives, avoiding rude or obscene comments, including in chat rooms.

3.4.13. You do not use a VPN, proxy or similar services or devices that mask or manipulate the identification of your real location.

3.5. Account closure

3.5.1. You can close your Account at any time. To do so, ensure all open bets are canceled, if any, and then reach out to the Website's customer support via Live Chat and provide a reason and timeframe. The Account will be effectively closed once all games are terminated. If your decision to close the Account is due to concerns about potential gambling addiction, please inform us of this reason.

3.5.2. When you request a permanent account closure, the duration of the closure period is 30 days. After that timeframe, you may request reactivation of the account through the support department's live chat or email.

3.5.3. The method of repayment for any balance will be determined solely at our discretion.

3.5.4. We hold the right to terminate your Account and refund the available withdrawal balance, after deducting relevant charges, based on our sole discretion and without any requirement to provide a reason or prior notice.

3.5.5. Any bonus amounts in your Account that remain unused within 1 month from the date of issuance are subject to cancellation and removal at our discretion.

3.5.6. In cases of suspected fraud, we reserve the right to withhold withdrawal claims, leading to the suspension of your Account and non-processing of the payment.

3.5.7. We will conduct reviews of all player Accounts and categorize them as we see fit. Should a player be identified as a “bonus hunter” or “bonus abuser,” all corresponding winnings and bonuses will be nullified, and their Account will be suspended with no payment processed.

4. Deposits

4.1. If you to play with real money, you must deposit funds into their account using one of the methods listed on the Website. You must ensure that the funds they deposit are not derived from any criminal or unauthorized activities. You declare with each deposit that the to be deposited funds rightfully belong to you and that these funds have not been obtained or are derived from any illegal means. We retain the right to request additional source of funds based on a case-by-case basis.

4.2. Deposits can be made in various currencies, depending on the registered country and currency. The available options will be displayed on the website at the time of deposit.

4.3. The Company is not a financial institution, does not offer interest on deposits or winnings, and does not include deposits or winnings in any banking insurance system. Accounts are not insured or guaranteed by any banking or similar insurance system, and the Company does not operate as a currency exchange.

4.4. All the Account transactions are processed in the currency selected by the player for specific activities on the Website. Thus, the crediting and payout of winnings will only be in the currency in which the bets were made.

4.5. The Company reserves the right to set limits on the minimum and maximum amounts for a single deposit transaction, daily limits, or other restrictions at its discretion. Deposit amounts may vary based on the chosen method, Account level, or other conditions.

4.6. Deposited funds will appear in the Account only after the payment is processed, with processing times varying according to the payment system used.

4.7. You must use payment methods registered in their name; third-party payment methods are prohibited. Deposits should come from a personal account, not a business account. If a deposit is made using a prohibited method, we may deem it invalid, and any winnings from that deposit may be voided.

4.8. If funds are mistakenly credited to an account, you must immediately notify the Company. Failure to do so may result in winnings being deemed invalid, and all bets may be considered void, irrespective of the time elapsed between the error and its discovery.

4.9. You should deposit funds solely for placing bets. If deposits are made for purposes other than using the Services, we reserve the right to cancel the deposit, recover processing costs from you, suspend or close the Account, and potentially report the matter to relevant authorities.

4.10. You must inform the Company of any changes in payment details, including loss or theft of payment instruments or identity fraud on their payment account.

4.11. You cannot perform chargebacks, reversals, or cancellations on their account. Any losses incurred due to such activities are the player's responsibility.

4.12. We are not liable for payment amount changes due to currency fluctuations.

4.13. You agree that deposits may be processed directly by the Company or through a payment provider or other third party.

4.14. For cryptocurrency deposits, you must use the wallet credentials valid at the time of deposit. We may change wallet credentials and wallets periodically for security reasons. You should not reuse old wallet addresses without confirmation from the Company's support team. Failure to contact the support team before depositing funds may result in the loss of funds and them not being credited to the player's account.

5. Bets

5.1. Bets can only be placed within the limits of the current Account balance.

5.2. If you are unable to cover a bet due to insufficient funds, you will not be able to place that bet. It is your responsibility to track the Account balance and manage the funds required for any payments, as well as fees and charges incurred during the deposit.

5.3. You are limited to betting an amount no greater than the lesser of your account balance or the set betting limits. We reserve the right to set these minimum and maximum bet limits and will communicate these limits clearly on the Website when the player attempts to place a bet.

5.4. We assume no responsibility for bets placed or games played by a player who does not understand the terms or operation of the game.

5.5. You recognize that they bear full responsibility for any losses incurred and cannot hold the Company, its affiliates, or their respective directors, officers, or employees accountable for any gambling losses.

5.6. Winnings deposited into the Account can either be used to place additional bets or withdrawn as per the player's discretion.

5.7. The maximum amount you are eligible to win per day is strictly limited to € 100,000 (or currency equivalent). Any winnings exceeding this daily limit will be adjusted accordingly to comply with this term. This limitation applies to all winnings derived from any bets, wagers, bonuses, or promotional activities within a single calendar day.

6. Withdrawals

6.1. For your first withdrawal request, you may be asked submit your KYC documents as outlined below. Additional requirements may apply depending on the payment channels.

6.2. We may alter the maximum withdrawal amount for each payment system per transaction at any time without prior notice.

6.3. Withdrawal requests will only be processed after fulfilling all wagering requirements.

6.4. Withdrawal of funds labeled as “Bonus” or those in aborted games is not possible.

6.5. Withdrawals may be denied if the total bet amount is less than the last deposit amount. The initial deposit must be wagered at least once before withdrawal.

6.6. Withdrawal requests are typically processed within three (3) banking days unless otherwise notified to you. However, processing times may extend due to payment channels, additional account verifications, or public holidays.

6.7. Withdrawals cannot exceed the current Account balance.

6.8. Canceled withdrawals will return funds to your Account for use. We are not responsible for any losses incurred following a withdrawal cancellation, whether initiated by you or us.

6.10. Our products are consumed instantly during gameplay; hence we cannot offer refunds, returns, or service cancellations once a game is played. Real money used in games is deducted from your Account immediately.

6.11. Only one pending withdrawal per payment method is allowed at a time. Moreover, you may make only one withdrawal request per 24-hour period, depending on the method.

6.12. If we mistakenly credit your account with winnings that do not belong to you, whether due to a technical error in the pay table, or human error or otherwise, the amount will remain our property and will be deducted from your 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 owned by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.

6.13. Minimum withdrawal amount for bank and E-wallet/Cryptocurrency is € 100 (or currency equivalent)

The daily withdrawal limit is € 1,000 (or currency equivalent).

The weekly withdrawal limit is € 2,000 (or currency equivalent).

6.14. You acknowledge that the funds in your account are consumed instantly when playing and we do not provide return of goods, refunds or retrospective cancellation of your Account.

7. Bonuses

7.1. At our discretion, we may occasionally offer a variety of bonuses and promotions. Each bonus and promotion comes with its own specific terms, conditions, and any required criteria. By opting into a bonus or promotion, you acknowledge and agree to adhere to these specific terms and conditions.

7.2. Should a bonus be forfeited or deactivated, it will become permanently unavailable for reactivation. However, any bonus funds already credited to your account balance will remain accessible for use.

7.3. We retain the authority to withdraw bonuses from any accounts that are not actively being used.

7.4. We may require that you wager a specified portion of your own deposit before you are eligible to bet with any free or bonus funds added to your account.

7.5. You acknowledge that certain promotions may come with withdrawal restrictions and/or requirements that must be satisfied before you can withdraw funds credited from such promotions. These conditions will be clearly outlined and provided as part of the promotion's details. If you request a withdrawal before meeting the specified wagering requirements, we reserve the right to subtract the total bonus amount and any associated winnings from the withdrawal amount.

7.6. Gaming with active bonuses is restricted in the next slots: :restricted_games:, All live casino games as well as sports betting.

7.7. The winner of an event will be determined on the date of the event's settlement, and we will not recognize protested or overturned decisions for wagering purposes.

7.8. Free Bonus If you receive a non-Deposit bonus (general no deposit bonus/refer a friend bonus/registration bonus etc’) or free spins with no deposit, unless stated otherwise, the maximum amount that you can win or withdraw from it is €100 (or currency equivalent) or two times the bonus amount. The larger amount of the two will be applied. Any winnings greater than the applied amount, including winnings subsequently won from with that money even after any deposit, will be removed from your account. In order to withdraw money from non-deposit bonuses, a first deposit must have been made. If we suspect players to have abused any of these bonuses, we reserve the right to confiscate player funds and ban the account.

7.9. The process of adding and using bonus money is regulated by the following rules:

In order to receive a bonus, you must first activate it. We recommend you to read bonus Terms carefully before activating.

The bonus amount is added to your balance. The bet is made by withdrawing money from the balance, which consists of the main and bonus parts.

All winnings are transferred to the balance and the money can't be withdrawn until you bet the necessary amount of times (wager).

When the wager for bonus is fully processed, the bonus part is transferred to the main balance and the possibility of withdrawing any amount opens, within the available funds.

Not all bets are counted as wagering the bonus. There is a number of exceptions (games) that do not count or count with a lower contribution.

Only one bonus can be active at the same time on your account.

The purchase and/or activation of in-game bonus/feature/free spins play whilst having an active bonus is strictly prohibited.

The condition for wagering the bonus is cancelled when the customer reaches a balance of EUR: 0.2 or equal in other currencies.

The bonus is a kind of reward and can't be replaced by any other kind of compensations.

7.10. Bonus money: wager (wagering)

The process of wagering a bonus means placing a bet on a certain amount, previously described in the bonus conditions. Please make sure that you have read these Terms and Conditions, or if necessary, consult with the support service. Not all bets are taken into account. The bets from sports betting or table games (Roulette, Sic Bo, Baccarat, Live Сasino and others), as well as from various video poker games are not taken into account.

The maximum amount eligible to win from any bonus claimed — including profits generated from the cash associated with that bonus — is strictly limited to ten times the original bonus or cash amount received.

The percentage of the bets may vary from time to time depending on the bonus. Therefore, in case of doubt, please consult the support service.

Any bonus abuse will result in the closure of the account or confiscation of the active balance bonus or cash balance. Including, but not limited to, Casineia reserves the right to withhold cash ins and/or confiscating all winning from a customer when a wager of a single bet consist of the majority of the total available balance and the bonus balance contributing to a significant portion of that balance. If Casineia witnesses such behavior, Casineia reserves the rights to take into possession any cash ins and/or all winnings from this customer.

A customer's identity will be determined on a basis of all or a combination of the following information: name, mailing address, e-mail address, IP address, credit/debit card number, computer, and any other type of identification that may possibly be required.

Bonus Abuse includes, but is not limited to:

Breach of terms and conditions of a bonus, free bets, free spins or any other promotional offer

The opening of multiple accounts to claim multiple bonuses

Where there is a reasonable suspicion that the Account Holder has committed or attempted to commit a bonus abuse, either on their own or as part of a group, Casineia reserves the right to:

forfeit the bonus allocated to the Account Holder and any winnings from that bonus, and/or

revoke, deny, or withdraw a bonus offer from the Account Holder, and/or

block an access to particular products, and/or

exclude the Account Holder from any future promotional offers, and/or

terminate the Account Holder’s account with immediate effect

7.11. Sports Bonus

7.12. Sports Bonus Eligibility

To qualify for and utilize the sports bonus, each bet placed must adhere to the following conditions regarding minimum odds:

7.13. Minimum Coefficient Requirement

Minimum Odds: Each single bet must be placed at minimum odds of 2.0 (decimal format).

Compliance: Placing a bet with odds lower than 2.0 will not count towards the bonus requirements and will be considered a breach of the bonus rules.

Non-Qualifying Bets: Any bet placed at odds below the minimum coefficient of 2.0 will be deemed non-qualifying and will lead to the confiscation of any winnings derived from such bets.

7.14. Verification and Enforcement

Regular Audits: Bets will be regularly audited to ensure compliance with the minimum coefficient requirement.

Consequences: Any attempt to circumvent the minimum odds requirement will result in the forfeiture of the bonus and may lead to further actions as outlined in our general Terms & Conditions.

7.15. Bonus Usage Restrictions

We offer distinct bonuses for specific gaming categories. The following rules outline how bonuses can be used and their associated restrictions:

Sports Bonus

Application: The sports bonus is strictly for use on sports betting.
Exclusions: This bonus cannot be used on live casino games or slot machines.
Compliance: Any attempt to use the sports bonus on excluded games will result in the forfeiture of the bonus and any associated winnings.

Live Casino Bonus

Application: The live casino bonus is strictly for use on live casino games.
Exclusions: This bonus cannot be used on sports betting or slot machines.
Compliance: Any attempt to use the live casino bonus on excluded games will result in the forfeiture of the bonus and any associated winnings.

By adhering to these guidelines, players can maximize their bonus benefits while ensuring compliance with our terms and conditions.

7.16. The maximum allowed bet for wagering the bonus is 2 EUR.

Placing a bet higher than 2 EUR while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets.

8. KYC

8.1. Our commitment to "Know Your Customer" (KYC) principles is unwavering, serving as a safeguard against financial crimes and money laundering through meticulous client identification and due diligence processes.

8.2. At any point, we may request additional KYC documentation to verify a user's identity and location when using the Website.

8.3. Access to services, payments, or withdrawals may be restricted until we are able to confirm a user's identity adequately or for various reasons at our discretion, in accordance with the governing legal regulations.

8.4. We adopt a risk-based strategy, conducting rigorous due diligence and continuous monitoring of all clients and transactions. Depending on the level of risk, transaction type, and client profile, we apply one of three levels of due diligence:

SDD — Simplified Due Diligence for very low-risk scenarios that fall below certain threshold levels.

CDD — Customer Due Diligence as the normative standard for most identification and verification procedures.

EDD — Enhanced Due Diligence for situations involving higher-risk clients, significant transactions, or exceptional circumstances.

8.5. Users who cumulatively deposit more than EUR 2,000 (or currency equivalent) over their account’s lifetime, request any withdrawal, or engage in or attempt transactions that are considered suspicious, must undergo a complete KYC verification process.

8.6. As part of this procedure, users may need to provide basic personal information and submit the following documentation:

A government-issued photo ID (sometimes both front and back, depending on the document);

A selfie with the ID document in hand;

A recent bank statement or utility bill for address verification;

A source of funds documents (Photo of the card used for deposit);

Any other documents we reasonably believe is necessary to follow anti-money laundering rules.

KYC reviews are typically completed within 48 hours.

9. Abuse and prohibited practices

9.1. The following actions are strictly forbidden on the Website and breach the Terms:

9.1.1. Submitting false or incomplete details or documentation during the KYC process;

9.1.2. Utilizing another person's identity or payment information;

9.1.3. Failing to provide satisfactory explanations for dubious activities on the Website;

9.1.4. Misusing the Website's products and services for improper or deceitful purposes;

9.1.5. Engaging in unlawful conduct, such as money laundering or any offense carrying criminal penalties, which includes playing with illicit funds;

9.1.6. Colluding with other players;

9.1.7. Employing systems designed to predict outcomes, place bets, or influence game results in a way that disrupts normal play and provides an unfair edge while eliminating chance;

9.1.8. Executing actions that could negatively impact the Website's functionality, including hacking, information flooding, spamming;

9.1.9. Utilizing the Website for non-entertainment purposes;

9.1.10. Selling or transferring accounts to others, or conducting any inter-account transactions;

9.1.11. Profiting from scenarios where the Website's software malfunctions or contains bugs;

9.1.12. Executing chargebacks;

9.1.13. Engaging in bonus abuse;

9.1.14. Practicing multi-accounting;

9.1.15. Accessing the Website as a minor, below the legal age;

9.1.16. Violating any regulation stated in AML policies or any other Website policies, game rules, or specific rules that may apply. Such breaches are subject to the Company's sole discretion, without the need for justification to the player and are not open to dispute;

9.1.17. Conducting or attempting any actions considered unlawful in any applicable jurisdiction.

9.2. If the Company reasonably suspects or identifies a violation, it retains the right to void any bets and winnings, suspend or terminate accounts, prohibit a player from participating in games, withhold payments, and report the player to the relevant authorities.

10. Software errors

10.1. Should our Software or processes experience an error or malfunction, all bets are deemed invalid. It is your responsibility to notify us promptly if you detect any fault with the Service. We are not responsible for any direct or indirect costs, expenses, losses, or claims resulting from such errors, and we maintain the authority to nullify any affected games/bets and implement measures to amend the errors.

10.2. While we strive to avoid inaccuracies in posting bookmaker lines, should a bet be accepted at odds that are significantly different from the general market rates at the time of betting, or if the odds are clearly erroneous given the probability of the event at that time, we reserve the right to cancel or nullify that bet, even after an event has commenced.

10.3. We are entitled to reclaim any overpayment from you and to alter your Account to correct any mistakes. This may occur if odds are misstated or if an event's outcome is recorded incorrectly. Should your Account lack sufficient funds to cover any such errors, we may request that you settle the outstanding amount pertaining to any incorrect bets or wagers. Consequently, we retain the right to cancel, reduce, or remove any pending plays, irrespective of whether they were placed with funds from the error.

10.4. We are not liable for any downtime, server disruptions, lagging, or any technical or political disturbance to the gameplay. Refunds may be given solely at our discretion.

11. Liability and its limitations

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

11.2. You accept that we do not warrant that the Software and the Website are:

11.2.1. fit for their purpose; or

11.2.2. free from errors; or

11.2.3. will be accessible without interruptions.

11.3. Save for situations expressly stipulated in these Terms, we 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 Websites.

11.4. We reserve the right to declare a wager void, partially or in full, if we seem it obvious that there was an error, mistake, misprint or technical error on the pay-table, odds or software. We shall not be liable to you whatsoever for any unrealised winnings as a result of voiding a wager in this scenario. Refunds are given solely at the discretion of the our management.

11.5. You hereby agree to fully 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.

11.6. Any failure or delay in performance by us in respect of its obligations of service shall not be deemed a breach of its obligations to you as customer if such failure or delay is deemed by us to be caused by force majeure, which shall include but not be limited to flood, fire, earthquake, or any other element of nature, act of war, riots or terrorist attack, public utility electrical failure, lockouts and strikes, delays or disruptions of the Internet and telecommunications networks caused by human or nature factor, or any other such event beyond the reasonable control of a Company.

11.7. In the event that we are held liable for any event under these Terms, our total aggregate liability to you under or in connection with these Terms shall not exceed (a) the value of the bets and or wagers you placed via your account in respect of the relevant bet/wager or product that gave rise to the relevant liability, or (b) eur €500 (or currency equivalent) in aggregate, whichever is lower.

12. Responsible gambling and self-exclusion

12.1. Please be aware that betting is meant for fun and enjoyment, and you should cease immediately if it ceases to be enjoyable. Never gamble with funds that you cannot afford to lose. If you sense that your gambling is no longer under control, we provide a self-exclusion facility. Simply contact our Customer Support support@casineia.io via your registered email to request self-exclusion, and this will become effective upon receipt of an email confirmation for your selected self-exclusion, which will be dispatched to the email address associated with your account registration. Your account will then be inactive until you advise us otherwise, preventing any logins during this period.

12.2. Keep these points in mind:

12.2.1. Gambling should be a source of entertainment, not a financial strategy.

12.2.2. Gambling is not a solution for financial problems.

12.2.3. Set a gambling budget and adhere to it. Monitor your expenses and limit your play to the budget you have set.

12.2.4. Do not attempt to recover losses or gamble with money needed for other expenses.

12.2.5. Ensure gambling is only done in your leisure time and does not interfere with your daily responsibilities. Be mindful of the time you spend gambling.

12.3. When you opt for self-exclusion, you agree to the following terms, which take effect from the time we enforce your selected self-exclusion period:

12.3.1. Your account will be inaccessible, and you cannot perform withdrawals during this time.

12.3.2. Any bets that are still open when you self-exclude will remain active and settle according to the official results.

12.3.3. After the self-exclusion period ends, you may withdraw any winnings from these bets. We do not annul or void bets placed prior to the commencement of self-exclusion.

You cannot shorten or cancel the self-exclusion once set, until the chosen period expires.

12.4. By self-excluding, you acknowledge that:

12.4.1. You will not attempt to open a new account during this period.

12.4.2. You will not make deposits or try to deposit funds on the Website.

You will refrain from wagering on the Website throughout this time.

12.4.3. This self-exclusion is initiated by you, and we bear no responsibility for any potential losses incurred during this self-exclusion period.

13. Privacy policy

13.1. This part outlines the privacy practices of the Company, detailing the management of your personal data collected through your interactions with the Company, your use of our Website and any related pages or applications we own and operate, as well as in any other dealings we have with you.

13.2. Our commitment is to safeguard your personal data, ensuring that it is used, stored, and disclosed in compliance with the principles outlined herein.

13.3. Personal Information We Collect:

13.3.1. Name

13.3.2. Email address

13.3.3. Preferences you submit

13.3.4. Date of Birth

13.3.5. Country of Citizenship

13.3.6. Physical Address

13.3.7. Identification Number

13.3.8. Government Issued Identification

13.3.8. Location Data

13.3.9. Device Information

13.3.10. IP Address

13.4. Methods of Collection:

13.4.1. During Account registration

13.4.2. Communication with our users

13.4.3. Users’ interaction with the Website

13.5. Purposes of Collection:

13.5.1. To fulfill KYC and identity verification requirements.

13.5.2. To manage subscriptions to our marketing materials.

13.5.3. To process membership applications to the Website or its subdomains.

13.5.4. To provide and improve our services.

13.5.5. To authenticate identities and maintain security.

13.5.6. To maintain user accounts.

13.5.7. To enhance user experience on the website or via phone.

13.5.8. For promotional communication and marketing.

13.5.9. To compile aggregate data for stakeholder engagement.

13.5.10. To address inquiries or service requests.

13.5.11. For legal, contractual, and regulatory compliance.

13.5.12. To act on suspected unlawful activities.

13.5.13. For legal claims and job application management.

13.6. Failure to provide necessary personal information may restrict our ability to offer you services or respond to inquiries.

13.7. By using the Website, registering as a player, or providing personal data, you consent to the collection, use, processing, and potential disclosure of your information as described in this policy.

13.8. You may request the deletion of your personal data when it is no longer legally required for us to retain it. This right is subject to legal obligations that may require us to maintain certain data. Requests for data deletion can be made via email.

14. Communication with us

14.1. You must send all communications and notices intended for us under these Terms through the customer support form available on the Website or via email.

14.2. Unless specified otherwise in these Terms, we will provide communications and notices to you by posting them on the Website and/or emailing them to the email address associated with your Account. We reserve the right to choose the method of communication at our discretion.

14.3. Any communications and notices related to these Terms, from either you or us, must be in written form in English and sent to or from the email address linked to your Account.

14.4. Occasionally, we may send you emails about betting options, exclusive promotions, and other relevant updates from the Website. By accepting these Terms upon registration, you consent to receive such emails. If you wish to stop receiving promotional materials from us, you have the option to opt out at any time by reaching out to customer support.

15. Complaints

15.1. If you're dissatisfied with any aspect of the Website's services or have other grievances about your gambling experience, your initial step should be to address the issue with our support team through live chat or email. An advisor will record your conversation, look into your concerns, and provide a response.

15.2. All interactions during the internal review may be recorded. Should there be any disagreement over the content of these communications, we will refer to these records, which could be decisive in the final outcome.

15.3. We strive to issue a comprehensive response to your complaint submitted via live chat promptly and aim to resolve it within two weeks from the date of receipt. If your complaint is complex, the resolution might exceed two weeks. In such instances, we will contact you within eight weeks with either a conclusive answer or an explanation of why a final response isn't yet possible, and an estimation of when it will be.

15.4. Despite the aforementioned, you agree to the following:

15.4.1. Inform the Company within 7 calendar days post-session if you disagree with the outcome of a game of chance.

15.4.2. Notify the Company within one calendar month post-session for issues not directly related to game outcomes, such as payouts, account suspensions, or bonus calculations.

15.4.3. Present any unresolved disputes to an independent dispute resolution, arbitration, or the relevant court within three hundred and sixty-five (365) days post-session.

15.5. Your claims are personal and non-transferable; they cannot be assigned, transferred, or inherited.

15.6. If an issue isn't resolved through live chat, you should forward your complaint to our email complaints@casineia.io, within 7 calendar days of the incident. Complaints made later might still be considered at the Company's discretion, barring contrary indications in these terms.

15.7. The Company will endeavor to provide a comprehensive response to your email complaint within 60 business days of receiving it. This period may be extended if:

15.7.1. The complaint requires a thorough investigation due to its complexity, in which case we will inform you of the extended timeline.

15.7.2. Additional information is necessary for resolving the complaint, pausing the 60-day period until such information is provided.

15.8. You must supply clear, detailed information about your identity and the specifics of the complaint. Should further information be needed, we will request it promptly, which may extend the response time.

15.9. For disputes concerning real-life gambling events, like sports, the Company's decision will rely solely on official sources. Information from other entities will not be considered.

15.10. For disputes related to the outcomes of games of chance, the Company's decision will hinge on its back office data, which is considered conclusive evidence.

15.11. The Company commits to:

15.11.1. Not transferring any player claims or related elements such as accounts, credits, funds, winnings, and rights.

15.11.2. Attempting to resolve complaints through non-binding, voluntary mediation.

15.11.3. Directing unresolved disputes to appropriate out-of-court dispute resolution, arbitration, or court procedures.

15.12. Any operational disputes, like those concerning payouts, account issues, delays, or technical problems, must initially be brought to the Company's attention using the described method.

16. Links To Other Websites

16.1. The Website or the Software may contain links to third party websites that are not maintained by, or related to, us, and over which we have no control. Links to such websites are provided solely as a convenience to players, and are in no way investigated, monitored or checked for accuracy or completeness by us. Links to such websites do not imply any endorsement by us of, and/or any affiliation with, the linked websites or their content or their owner(s). We have no control over or responsibility for the availability nor their accuracy, completeness, accessibility and usefulness. Accordingly, when accessing such websites, we recommend that you should take the usual precautions when visiting a new website including reviewing their privacy policy and terms of use.

17. Crashed & Aborted Games

17.1 Criminal Activity

In the event of any irregularities, including suspected money laundering or fraud, Casineia.io retains the authority to close accounts and report instances of criminal or suspicious activities, involving single or multiple accounts, to relevant regulatory or law enforcement authorities. The account balances of offending users will be blocked, withdrawals voided, and deposits and winnings forfeited.

17.2 Collusion and Cheating

Casineia.io reserves the right to disable user accounts and confiscate account balances, encompassing deposits and winnings, if there is evidence of gaining or attempting to gain an unfair advantage. This includes sharing information about cards, forming collusive agreements with other users for unfair advantages such as chip dumping, discussing hands during play, using a single account for multiple users, and soft playing. Casineia.io employs both manual and automated methods to rigorously examine play, investigating user complaints. Additionally, proactive and random examinations of gameplays and accounts are conducted.

17.3 Fraudulent Activity

Upon detecting fraudulent, unlawful, dishonest, or improper activities on the website (such as using VPNs, proxies, or similar services to mask or manipulate location identification, or engaging in bets, wagers, or poker play through third parties), Casineia.io reserves the right to block the user's account, forfeiting all account balances without prior notice. In such instances, Casineia.io may report fraudulent activities to regulatory and law enforcement authorities, including but not limited to banks and credit card companies, and may take legal action against the user.

18.Other rules

18.1. Governing Law The contractual relationship between the Company and the player is established under the jurisdiction of Curacao's laws. Both parties consent that any disputes or claims related to this Agreement will fall under the exclusive jurisdiction of the Joint Court of Justice of Aruba, Curaçao, Sint Maarten, and of Bonaire, Sint Eustatius and Saba, unless resolved through alternative dispute resolution methods.

18.2. Language Consistency: While this Agreement may be presented in multiple languages on the Website, in cases of discrepancy, the English version will take precedence.

18.3. Entire Agreement: This Agreement constitutes the full understanding between the Company and the player. The player confirms that their agreement is not based on any statement or promise from the Company, except as explicitly stated in this Agreement.

18.4. Nature of Relationship: Nothing in this Agreement implies a partnership or joint venture between the Company and the player, nor should any clause be interpreted to establish any form of partnership or joint enterprise.

18.5. Severability: The clauses of these Terms are independent of one another. Should any clause be deemed void or unenforceable, the validity and enforceability of the remaining clauses will not be affected.

18.6. Rights of Transfer: The Company retains the right to assign or transfer its rights and obligations under this Agreement to a third party. Players will be notified in the event of any such transfer. Players are not permitted to transfer or sell their accounts to others.

18.7. Non-waiver: The Company's failure to promptly enforce any provisions of this contract does not waive its right to enforce such provisions at a later time.

FAQ