Website Terms and Conditions
Please note that by accepting these terms and conditions you acknowledge that you have read and agree to them. If you are a migrating customer, you agree to the transfer of your data and existing player account from Sportech Pools Limited (formerly named The Football Pools Limited) to The Football Pools Limited (formerly named FP Acquisitions Limited).
These Terms and Conditions will be effective from 21 July 2017
1. Agreeing to the Terms and Conditions
1.1 These Terms and Conditions apply to, and govern your use of www.footballpools.com ("Website"), including all services, functionality, software and games made available via the Website ("Services"). By registering on the Website and accepting these Terms and Conditions, you are entering into a legally binding agreement which incorporates our Privacy and Cookies Policy and the rules for each individual game available via the Website ("Game Rules"). Specific Services may have their own terms and conditions (for example, in relation to a particular promotion or bonus) and those terms will also be incorporated into these Terms and Conditions once accepted by you.
1.2 Please note that the terms and conditions for specific Services shall prevail in the event of any conflict between such terms and these Terms and Conditions.
2.1 These Terms and Conditions are a binding legal agreement between you and The Football Pools Limited, a company registered in England and Wales (company number 10573569 with its registered office at Walton House, Charnock Road, Liverpool, L67 1AA. For further contact details please see the end of these Terms and Conditions.
2.2 References in these Terms and Conditions to "us", "our" or "we" are references to The Football Pools Limited, and references to "you" and "your" are to you as the end user of the Website and/or the Services.
2.3 The Football Pools Limited is licensed and regulated by the Gambling Commission (licence number: 000-048272-R-326339-001).
3. Changes to the Terms and Conditions
3.1 These Terms and Conditions govern your use of the Website and the Services and supersede any and all prior agreements between you and us in respect of the same.
3.2 We may change these Terms and Conditions at any time in order to reflect changes to the Website and/or the Services, including additional products or services offered by us or a third party. We will publish any changes on the Website and we will give you at least seven (7) days' advance notice (by, at our sole discretion, emailing you and/or providing a prompt on the Website and/or publishing a notice and the revised terms and conditions on the Website). Your continued use of the Website and the Services following notification or, as the case may be, such advance notice will be deemed binding acceptance of the modification. If any such change is unacceptable to you, you should not continue to use the Website and the Services.
3.3 It is your sole responsibility to review the Terms and Conditions (including the Game Rules) and any amendments to them each time you use the Website and/or the Services.
4. Intellectual Property
4.1 You acknowledge and agree that all copyright, trade marks and other intellectual property rights in all material or content supplied or made available by us via the Website or otherwise to you shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.
4.2 You acknowledge and agree that the material and content contained within the Website and utilised in the provision of the Services is made available by us to you for your own personal non-commercial use only. Any other use of such material and content is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit, tamper with or create derivative works of such material and content.
4.3 The names, images and logos identifying us, our partners or other third parties and our/their products and services contained on the Website are proprietary marks and may not be reproduced or otherwise used without express permission.
5. Compliance with laws
5.1 Access to certain Services may not be legal for some or all residents of, or persons present in, certain countries. We do not intend that the Website and/or the Services be used by persons in countries in which such activities are illegal. The Website and/or the Services do not constitute an offer, solicitation or invitation by us for the use of, or registration for, betting or other services in any jurisdiction in which such activities are prohibited by law. In particular, without limitation, residents of the United States of America and its territories, the Netherlands, Australia, Turkey, Nigeria, Norway, Portugal, Hong Kong, France, Israel, Austria, Belgium, Japan, Serbia, Switzerland, UAE, Canada, Cyprus or China must not use the Website and/or the Services.
5.2 It is your responsibility to determine the law that applies in the location in which you are present. You should ensure that you are acting legally in that jurisdiction in registering as our customer and/or betting via the Website and/or using the Services.
5.3 We accept no liability if your use of the Website and/or the Services and/or placing a bet is in contravention of the law of your home country or the country in which you are present. However, if at any time we believe your use/participation is in contravention of such law, we shall be entitled to exclude you from using the Website and/or the Services as we see fit and declare void any bets placed by you, in which event no winnings will be paid in relation to such bets.
5.4 You are responsible for reporting your winnings and losses if such reporting is required by your local law or tax authorities. It is your responsibility to pay any tax or levy due on any winnings paid to you by us.
5.5 You must be at least 18 years old to use the Website and/or the Services and to place a bet. By opening an account with us ("Player Account") you confirm that you are aged 18 or older. Underage gambling is a criminal offence.
5.6 By agreeing to these Terms and Conditions you authorise us to check with a third party the details you provide when registering with the Website or changing your Player Account details. This may include supplying the details that you have provided to authorised credit reference agencies. In particular, we may verify that you are 18 years old or over or that you are resident in the country in which you say you are a resident and/or that you are the owner of the credit/debit card and bank account that is registered to your Player Account and any sums deposited in your Player Account. To help us combat fraud efficiently, in certain circumstances we may ask you to provide physical copies of your personal identification documents in order to verify your registration details.
5.7 You will not be able to withdraw winnings from your Player Account or otherwise receive any winnings until age verification has been successfully completed. In any event, if we have not been able to verify your age within a maximum period of 72 hours of you registering with us and (i) depositing money in your Player Account or (ii) you supplying details of a valid bank account which accepts Direct Debit payments (or, if applicable, you making a card transaction payment) in respect of your Player Account then your Player Account will be frozen and no further gambling will be permitted until age verification has been successfully completed.
5.8 If age verification reveals that you are not 18 years old or over then all deposits or Direct Debit payments or other card transaction payments made by you will be returned to you, no winnings will be paid and your Player Account will be closed.
6. Limitations and exclusions
6.1 Nothing in these Terms and Conditions will:
6.1.1 exclude or limit our liability for fraud or fraudulent misrepresentation or for death or personal injury resulting from our negligence; or
6.1.2 restrict your statutory rights (statutory rights include, for example, that we will provide the Website and the Services to a reasonable standard and within a reasonable time).
6.2 Except under paragraph 6.1 above and save in respect of any winnings lawfully due to you in accordance with these Terms and Conditions, our maximum liability to you under these Terms and Conditions in relation any one incident or series of related incidents is limited to the greater of: (a) any net losses incurred by you during the three (3) month period prior to any claim; or (b) two thousand pounds (£2,000).
6.3 Subject always to paragraph 6.1 above, we will not be responsible under these Terms and Conditions for any loss that could not have been reasonably expected by you and us at the time you registered with the Website or at the time you entered into a transaction with us (for example, any loss of income, business or profits or any information which is lost or corrupted) and, in any event, we will not be liable for any damage or loss suffered or incurred by you as a result of:
6.3.1 any use of the Website and/or the Services in breach of these Terms and Conditions (including any use of the Website and/or the Services for commercial or business purposes);
6.3.2 failures caused by the equipment you use to access the Website and/or the Services or failures in any network (including failures by your internet service provider);
6.3.3 any lost or delayed transactions (including as a result of technical failure);
6.3.4 damage to your computer or for any loss or corruption of data that results from your use of the Website and/or the Services (and we cannot and do not guarantee that any files that you download are free from viruses, contamination or destructive features); or
6.3.5 our cancellation or suspension of the Services in accordance with these Terms and Conditions.
6.4 We do not guarantee which Services will be available on the Website. The Services and the Website are provided on an 'as is' and 'as available' basis. We cannot promise that the Website and the Services will be free from errors or omissions nor that they will be available uninterrupted and in a fully operating condition. We will provide the Services with the reasonable skill and care described in these Terms and Conditions. We do not make any other promises about how the Services will be provided to you or about your access to the Website.
6.5 The Website may contain links to third party websites and services through advertising or otherwise. These links are provided for your ease of reference and convenience only. We have no control over those third party websites or services and are not responsible for their content. We do not endorse the material contained on their websites or services, and have no association with their operators. You agree that we will not be party to any transaction or contract with a third party that you may enter into and we will not be liable to you for any loss or damage which you may suffer by using those third party websites and services. You agree that you will not involve us in any dispute you may have with such third party websites and services.
6.6 We are not responsible for any events beyond our reasonable control. Such events might include war, terrorist activity, riots, malicious damage, fire, flood, storm, nuclear accident or compliance with any new law or governmental order, rule, regulation or direction.
6.7 We may suspend the Website and/or the Services or any part of them if, despite making reasonable efforts to do so, we are not able to provide that part of the Services and/or Website to you as a result of events beyond our reasonable control. However, if we suspend all or any part of the Services and/or the Website because of one of these events, we may refund to you any monies that you stake where the product for which such monies were staked is not available as a result of such an event.
6.8 You agree to compensate us in respect of any damages suffered by us or any of our losses resulting from any claim made by a third party in each case in respect of any matter arising from your use of the Website and/or the Services in breach of these Terms and Conditions or from your breach of any applicable law or regulation.
6.9 You acknowledge that our random number generator will determine the outcome of the instant win games available on the Website and you accept the outcomes of all such games. You further agree that, in the unlikely event of a disagreement between the result that appears on the software and the game server, the result that appears on the game server will prevail. You acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the instant win games available on the Website.
7.1 We reserve the right at our absolute discretion, and without any obligation to provide you with a reason, to immediately terminate these Terms and Conditions and/or withhold your Player Account balance and/or suspend your Player Account and/or close your Player Account and/or recover from your Player Account the amount of any affected pay-outs, bonuses and winnings. Examples of situations where we may take any of the above actions include, but are not limited to, where:
7.1.1 you are in breach of an important provision of these Terms and Conditions;
7.1.2 we become aware that you have used or attempted to use the Website and/or the Services for the purposes of fraud, collusion or unlawful or improper activity;
7.1.3 we become aware through an official source that you have played at any other online gambling site or services and, in connection with the same, are suspected of fraud, collusion (including in relation to charge-backs) or unlawful or improper activity;
7.1.4 you become bankrupt, do not make payment of a court judgment on time, make an arrangement with your creditors or any of your assets are the subject of any form of seizure, or analogous proceedings are brought in relation to you anywhere in the world; or
7.1.5 if the Direct Debit instruction lodged with your nominate bank is rejected for whatever reason or is no longer valid
7.2 Subject to paragraph 7.4 below, you are entitled at any time to close your Player Account and terminate these Terms and Conditions on notice to us by email, telephone or post using the details on the Website. We will respond within a reasonable time. You remain responsible for activities using your Player Account until it is closed. You will be required to withdraw any outstanding balance in your Player Account (if any) on termination of these Terms and Conditions.
7.3 Subject to paragraph 7.4 below, we are entitled to close your Player Account and terminate these Terms and Conditions by giving notice to the email address you notified to us in relation to your Player Account and, following such notice, you will no longer be able to access the Services other than to withdraw any outstanding balances in your Player Account (if applicable).
7.4 With the exception of termination in accordance with paragraph 7.1 above, termination shall be effective from the date on which all outstanding bets made by you via your Player Account as at the date on which notice to close your Player Account was sent are settled and such notice of termination of these Terms and Conditions will not affect any outstanding bets provided they are valid and not in breach of these Terms and Conditions.
8. Your use of the Website
8.1 We reserve the right to suspend, modify, remove and/or add to the Services and/or to the Website at our sole discretion with immediate effect and without notice.
8.2 We will not tolerate fraudulent activity. If, in our reasonable determination, you are found to have attempted to defraud us, any other user of the Website or any person in any way, including (but not limited to) payment fraud, or if we suspect you of fraudulent payment, including use of stolen credit cards, or any other fraudulent activity or prohibited transaction (including but not limited to money laundering), we reserve the right to suspend and/or close your Player Account, withhold any or all winnings and share information (together with your identity) with the police and other appropriate authorities. Please see our Privacy and Cookies Policy for further details.
8.3 You must not misuse the Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to: the Website; the servers on which the Website is stored; or, any server, computer or database connected to the Website or used to provide the Services. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, we may close your Player Account and terminate these Terms and Conditions pursuant to paragraph 7.1 above.
8.4 You agree that you will not use the Website and/or the Services in any way that may lead to the encouragement, procurement or carrying out of any criminal or unlawful activity, or cause distress, harm or inconvenience to any other person.
8.5 You agree not to give any indication that you have any commercial relationship with us or that you are our agent.
9. Remote Gambling
9.1 You are betting or gaming via an electronic form of communication and consequently you acknowledge that:
9.1.1 you may be using a connection or equipment which is slower than the equipment used by others and this may affect your performance in time critical events offered via the Website; and
9.1.2 you may encounter system flaws, faults, errors or service interruption caused by unexpected flaws, faults or errors in the software, hardware or networks used to provide the Services and the Website. Where such flaws, faults or errors cause a Service to be interrupted or in circumstances where it cannot be restarted from exactly the same position without any detriment to you, we will take all reasonable steps to treat you in a fair manner.
9.2 The Services may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons reasonably beyond our control. We will not be liable to you or to any other person in the event that all or any part of the Services are discontinued, modified or changed in any way.
9.3 In the event of systems or communications errors relating to the generation of random numbers, bet settlement, match results or other element of the Services, we will not be liable to you as a result of any such errors and we reserve the right to void all bets on the draws or matches (as applicable) in question.
10. Contacting Us
If you have a complaint or any enquiries or otherwise need to contact us in any way, you can do so by email, telephone or post using the details set out in the "Contacting Us and Dispute Resolution" section below.
11. Governing Law and Jurisdiction
11.1 These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales (or the laws if Scotland or Northern Ireland if you live there).
11.2 Disputes arising in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales (unless you choose the jurisdiction of your home in Scotland or Northern Ireland).
12. Responsible Gambling
12.1 Whilst you are, and shall remain, responsible for any losses you incur as a result of your use of the Website and the Services, we take our commitment to responsible gambling seriously. Further to this, if, in our reasonable opinion, you are at risk of developing a problem controlling your gambling, we reserve the right to suspend and/or close your Player Account.
12.2 Please see the section entitled "Play Responsibly" on the Website for information on how to gamble responsibly, how to receive help in respect of problem gambling and our self-exclusion procedures.
13. Registering and opening a Player Account
13.1 To use our range of Services you need to complete your registration and open a Player Account. You can register and open a Player Account by following the "Join" link on the Website and following the instructions.
13.2 When you open a Player Account, you will be asked to provide personal information, including, but not limited to, your first and last name, address, email address, date of birth and other contact details such as telephone number. If playing by Direct Debit, you must also supply details of a valid bank account (including sort code) which accepts Direct Debit payments and you must provide certain information to us to enable us to validate your identity and verify that you are the owner of, or an authorised user of, such credit or debit card(s) and of the bank account(s). If applicable, for non-Direct Debit transactions, you must provide the relevant card details, including card type, card number, and the expiration date. The name and address of the cardholder must be the same as that of the account holder. It is your responsibility to ensure that the details provided at registration are accurate and kept up-to-date (especially your email address). You can change the details you provide at registration at any time by editing your Player Account preferences or contacting customer services using the details below. For further information about our collection and use of your personal information, please refer to our Privacy and Cookies Policy.
13.3 Only one bank account may be registered to your Player Account (although you will be able to register more than one debit or credit card in respect of your Player Account if you wish). If you wish to change the details of the bank account (or, if applicable, change the debit or credit card) registered to your Player Account then please follow the online instructions or contact our customer services team.
13.4 When you register and open your Player Account, you will need to create a username, provide your email address and choose a password (if you registered your account before 16th September 2014, your email address will be your username).. After opening your Player Account, you must keep your password secret. We recommend that you regularly change the password. We ask that you ensure your transactions are limited to one account only.
13.5 All transactions where your username and password have been entered correctly will be regarded as valid, whether or not authorised by you, and we shall not be liable for any claims in the event that you disclose them to anyone. It is your sole responsibility to maintain the confidentiality of your password and you are responsible for all activity that occurs under your username and password. You should notify us of any unauthorised use of your password and any breach of security as soon as you become aware of it.
13.6 If you lose or forget your password please follow the password recovery instructions on the Website or contact our customer services team using the details below. It is your responsibility to contact our customer services team immediately to request a replacement password.
13.7 We retain the right to void any transactions or suspend your Player Account where you have provided incorrect details. In such a situation, all stakes or bets made will be returned to you and any winnings accrued at such time shall be forfeited by you.
13.8 We operate in secure mode using Thawte 128bit encryption certification, so any personal and financial details that you provide to us are encrypted during transmission.
13.9 A Player Account is only available in pounds sterling.
14. Deposits and Withdrawals
14.1 To deposit funds, you will need to access your Player Account and click on the "My Account" link. You will then need to click on the link which says "'Add Funds" and will be asked to enter a deposit amount and your credit or debit card details. Once you have made your initial deposit, your card details will be saved for future deposits and withdrawals. You will be able to register more than one debit or credit card in respect of your Player Account. If you wish to change any debit or credit cards registered to your Player Account then please follow the online instructions or contact our customer services team.
14.2 You can make payments into your Player Account using VISA or MasterCard credit cards including any Switch/Maestro, Delta, Electron and debit cards. We reserve the right to limit the maximum weekly amount which can be paid into your Player Account.
14.3 When making payments into your Player Account, the name and address of the cardholder must be the same as that of the account holder. To help us combat fraud efficiently, it may be necessary for us to request personal identification from you in order to verify your registration details.
14.4 We will credit your Player Account with your deposits and winnings. We are not a bank and we do not offer credit.
14.5 The minimum deposit is £10 and you can only place transactions up to the amount available in your Player Account. Funds in your Player Account do not bear interest and are deemed to be advance payments for intended transactions.
14.6 Monies will remain in your Player Account unless you submit an online request for the outstanding balance to be transferred to the debit or credit card which you have registered with us. Details of the "Withdraw Funds" option can be found in the “My Account” section, accessible via a button at the top of the screen.
14.7 Once you have submitted an online request, you will receive a confirmation message that the transfer has been actioned and the balance of your Player Account will then clear to zero or the balance of the amount not withdrawn. If you reduce the balance of your Player Account down to zero, to place any further entries or bets you will need to transfer a minimum deposit of £10 into your Player Account.
14.8 If you have used more than one card to deposit funds and have requested a withdrawal, as part of our fraud and security processes we may need to review which cards we are able to make a withdrawal payment to. In such circumstances, we may be unable to make full payment back to the requested card and will notify you of this.
14.9 Where funds are transferred they will leave us within 2 working days on which such transfer was requested and will be credited to the debit or credit card that you have registered with us. These funds will be subject to a clearance period determined by the card issuing bank (normally 3-5 working days).
14.10 Without prejudice to any other rights or remedies available to us, we may at any time set off any positive balance in your Player Account against any amount owed to us by you.
14.11 Please note that all funds received from you in relation to your participation in the Services and payment of any winnings in respect of the same are held in a designated customer account (“Customer Account”) which is separate and easily identifiable from all other bank accounts used by The Football Pools Limited in connection with its daily operations. Furthermore, the funds subsisting in the Customer Account are free and clear of all encumbrances and liens and are not subject to any other form of security. This means that steps have been taken to protect customer funds but there is no absolute guarantee that all funds will be repaid. This meets the Gambling Commission’s requirements for the protection of customer funds at the level: medium protection. More information can be found at www.gamblingcommission.gov.uk/for-the-public/Your-rights/Protection-of-customer-funds.aspx
15. Making acceptance and validation of transactions
15.1 If playing by Direct Debit, the Service allows you to make a series of transactions by Direct Debit to cover a certain number of games for an individual game on the Website (or, if applicable, you will be able to make transaction by means of card payments depending on the type of game you wish to participate).
15.2 By making a Direct Debit transaction, you will be included in each of the specified number of consecutive games for an individual game on the Website unless you give us instructions to the contrary (or, if applicable, you will be entered into the relevant game if your transaction is by a credit or debit card).
15.3 Transactions should only be made by you as the account holder. If you are playing other than by Direct Debit, monies will be deducted from your Player Account at the time of making your transaction, no matter when the result is determined. If you are making a Direct Debit transaction, you authorise us to take the relevant payment by Direct Debit (or, if applicable, monies will be deducted from your credit or debit card at the time of making your transaction). We will not charge you for any card transactions made to or from your Player Account, however, please be aware that some credit card companies consider betting or gaming transactions as 'cash' payments, and may charge you a cash advance fee. Please check with your card issuer for more information. The Direct Debit (or, if applicable, the deduction of monies from your credit or debit card) appears on your bank statement as The Football Pools.
15.4 In order for a transaction (other than a Direct Debit transaction) made via the Website to be valid, you must receive confirmation from us that the transaction has been received. The transaction is deemed confirmed when you have received on screen confirmation and a transaction reference. You can view all transactions via the “My Account” section of the site.. Once a transaction has been confirmed, it cannot be cancelled, amended or reversed.
15.5 Please check your transaction carefully before submitting it to us. You may receive a message other than the confirmation message at paragraph 15.4 above, stating that the transaction has not been accepted. We do not accept transactions which you attempt to make by email or other data transmission.
15.6 If playing by Direct Debit, you will receive by email and post a Direct Debit statement confirming your payment dates and the amount of the payments in respect of your transaction during the 12 month period. If you make any amendments to your Direct Debit selections or change your bank account details, you will be notified of such change by email only. If any amendment to your Direct Debit selections results in a change in the cost payable by you, we shall email you an updated schedule confirming the amended payment dates and the amount payable.
15.7 If there is no Direct Debit instruction lodged against the bank account that is associated with the Player Account, or the Direct Debit payment is returned or rejected by the bank for whatever reason, you authorise us to take the relevant payment by the credit or debit card you nominate during registration for the Service on the Website.
15.8 By participating in the Service on a Direct Debit basis, you acknowledge and agree that any amended Terms and Conditions and/or Game Rules will apply to all future transactions covered by your Direct Debit entry (as previously accepted by us) following the notification of such amendment in accordance with these Terms and Conditions and/or Game Rules. You shall be deemed to have accepted such amended Terms and Conditions and/or Game Rules unless you notify us (using the contact details set out below) that you do not accept them and therefore wish to cancel or amend your Direct Debit entry.
15.9 We reserve the right to accept or decline all, or part, of any transaction.
15.10 Despite every effort to ensure total accuracy, we do not accept responsibility for any errors or omissions in respect of information provided on the Website.
15.11 If an error is made in the prices or conditions published, we reserve the right to correct any mistakes and to settle any transactions already made at the correct price.
15.12 Where we believe that match-rigging has taken place, either as a result of the size or volume of bets received, or from other evidence, or where the integrity of an individual event is called to question, we reserve the right to withhold payment and ultimately to declare bets on that event void and we shall report the matter to the Gambling Commission and sports regulatory bodies.
15.13 Any bet accepted in error for an event that has already taken place, or where betting has been suspended, will be void.
16. Payment of Winnings
16.1 Subject to these Terms and Conditions, and depending on the method of play and payment, winnings due on your transactions will be either (i) credited to your bank account (or, if applicable, the credit or debit card registered with the Player Account) or (ii) added to the balance of your Player Account once the relevant transaction has been settled. If you are playing other than by Direct Debit, you will be contacted by email for winnings over £5,000 asking for your instructions regarding the method of payment.
16.2. The Website has maximum winnings of £250,000 per Player Account in any one 24-hour period, save for pool-based competitions where the jackpot is expressly stated to exceed £250,000.
16.3 Winnings will usually be paid without you needing to make a claim and will be made within 3-5 working days from settlement of the individual game to which the winnings relate. If you believe that you have not received any winnings due to you then you should notify us as soon as possible and provide evidence for your claim. No claim for winnings may be made more than six months after the date on which the relevant event took place.
17. Inactive Accounts
17.1 If there has been no recorded transaction on your Player Account for a period of 12 consecutive months or more, your Player Account will be considered inactive (“Inactive Account”). Any Inactive Account will be charged a monthly administrative fee of £2 or 5% of the balance of the Inactive Account (whichever is the greater) (the “Inactive Account Fee”) which shall be deducted from the Inactive Account on the date that it becomes an Inactive Account and thereafter within 5 days of the 20th day of each following calendar month, during which the Player Account remains an Inactive Account.
17.2 In accordance with paragraph 13.4 above, you should limit your transactions to one Player Account only. However, should we find that you have more than one Player Account then, without limiting any other action we may take in relation to such multiple Player Accounts, each such Player Account will be treated separately for the purposes of applying the Inactive Account Fee.
17.3 Prior to any Player Account becoming an Inactive Account (and any Inactive Account Fee being charged), we will send you (to the email address registered on your Player Account) an email to let you know that your Player Account is about to become an Inactive Account and that an Inactive Account Fee may apply.
17.4 Should deductions of Inactive Account Fees from an Inactive Account mean that the account incurs a negative balance, then the balance of that Inactive Account shall be deemed to be zero.
17.5 If at any time you engage in activity in respect of an Inactive Account that has been subject to the deduction of Inactive Account Fees we will reimburse you on request an amount equal to the Inactive Account Fees charged to that account up to a maximum of £30. You can request a reimbursement by using the contact details below.
18.1 From time to time you may be awarded or be eligible for bonus or bonus money (“Bonuses”) when you register with us and open a Player Account or during your time as a registered member of our Website. You may receive an email directly from us setting out the terms and conditions applicable to such Bonuses or any Bonus offers may be shown on the “Promotions” page of the Website.
18.2 It is important that you fully understand the terms of each Bonus that you may be awarded. This section contains general terms and conditions associated with Bonuses made available by us. In addition, each individual Bonus will also have supplementary terms and conditions that will be made available to you when you are offered the Bonus. It is your responsibility to review the supplementary terms and conditions that apply to each specific Bonus.
18.3 In relation to each Bonus, you will be deemed to have accepted the general Bonus terms and conditions as set out in this section 18, and the relevant supplementary terms and conditions applicable to that Bonus (as set out on the Website or otherwise provided to you). These will set out the relevant criteria applicable in relation to the award of the Bonus.
18.4 Once the criteria to be awarded a Bonus have been met, the Bonus will appear in your “Pools Bonus Balance” (in respect of pools games) or your “Instant Win Bonus Balance” (in respect of instant win games) in the “My Account” section of the Website. Please note that any real money deposited by you in relation to a Bonus offer relating to a pools game, together with the Bonus award and any winnings generated in respect of the same, can only be used in relation to pools games only and cannot be used in connection with any other instant win games. When receiving a bonus, you will first play with the cash deposited into the player account and only then will you play with the bonus offered.
18.5 Any Bonus that may be awarded will have wagering requirements associated with it. These wagering requirements will be set out in the supplementary terms and conditions made available to you (either by email or on the “Promotions” page of the Website). To convert the Bonus to real money, you will need to meet such wagering requirements. For example, if you receive a Bonus in the amount of five pounds (£5) which needs to be wagered ten (10) times, you will need to wager fifty pounds (£50) (i.e. 5 x 10) before it is converted into real money.
18.6 Once a Bonus has been awarded to you, it cannot be withdrawn until the wagering requirements have been met. All withdrawals will be subject to an internal audit before being processed and we reserve the right to void bonuses or any winnings for failed audits or if we suspect that you are participating in strategies which are deemed to be abusive in relation to the award of the Bonus.
18.7 Please note that if you withdraw funds in relation to which you were awarded a Bonus from your cash balance in your Player Account before you have met the wagering requirements for a Bonus, you will forfeit the Bonus and all accrued winnings relating to the Bonus.
19. MegaJackpot Games
19.1 The MegaJackpot Games (MegaJackpots Cleopatra, MegaJackpots Siberian Storm and MegaJackpots Isle O’Plenty) are offered by IGT (Alderney 4) Limited (“IGT”) and are subject to additional terms and conditions which can be accessed by clicking here. Please note that as IGT holds the jackpot fund it shall pay jackpot winners directly.
20.1 If we need to notify you under these Terms and Conditions, we will do so by email to the email address registered to your Player Account.
20.2 We may wish to transfer our rights or obligations or sub-contract our obligations under these Terms and Conditions to another other legal entity. You agree that we may do so provided that this will not adversely affect the standard of service you receive under these Terms and Conditions. In the case of transfer only, after we notify you of the date on which we will transfer our rights and obligations under these Terms and Conditions to another legal entity, your only rights under or in connection with these Terms and Conditions will be against the new legal entity and not against us. As set out in paragraph 7.2, you may terminate your agreement with us at any time.
20.3 These Terms and Conditions are personal to you. You may not transfer your rights or obligations under these Terms and Conditions to anyone else.
20.4 If you breach these Terms and Conditions and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach these Terms and Conditions.
20.5 If any part of these Terms and Conditions is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.
20.6 These Terms and Conditions are not intended to give rights to anyone except you and us. This does not affect our right to transfer these Terms and Conditions under clause 18.2.
20.7 The Website, the Services and these Terms and Conditions are only available in the English language.
21. Contacting Us and Dispute Resolution
Any complaint that you have will be dealt with quickly and fairly as set out below.
Contact our customer services team on 0800 953 9933 from the UK and +44 (0) 845 605 5567 from outside or by email on firstname.lastname@example.org. You will need to provide your name, address, email address, contact telephone number, date of transaction and what your complaint relates to. The team will look into your complaint and examine the relevant transaction. The reference will be your email address if using that means of communication. The team will come back to you as soon as possible with a solution. If you are not satisfied with the answer given under this Stage One, having informed us that this is the case you should proceed as below.
Stage Two – Alternative Dispute Resolution
If you remain unhappy with any resolution offered by us you agree that the matter may be referred for resolution to the Independent Betting Adjudication Service (IBAS), whose contact details are given below, and once your complaint has been submitted it will ask us to provide appropriate information. The dispute will then be placed before an independent panel of betting experts who will recommend what they believe is a fair settlement. IBAS will only deal with complaints about the bet itself and will examine disputes concerning the correct return for a bet or whether it has been correctly struck. IBAS cannot deal with complaints about service, which is a matter for our customer service team. IBAS requires that you have already had a complaint looked at by our customer services before it will adjudicate.
PO Box 62639
London, EC3P 3AS
Tel: +44 (0)20 7347 5883
Fax: + 44 (0) 20 7347 5882
Alternatively you can raise your complaint using the Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/.