Website Use and Player Agreement

Document version: 1.1
Publication date: February 16, 2024

1. Agreement Scope and Acceptance

These rules apply whenever you visit, access or use Gamblezen, including its related websites, subdomains, mobile services and applications. They also apply when you create an account or use any casino, live casino, sportsbook, card or other gaming product.

By continuing to use the Website, you confirm that you have read, understood and accepted this agreement together with the Privacy Policy, Cookies Policy, promotional rules and any product-specific conditions.

Do not use the Website when you cannot accept these provisions. Gamblezen may revise this agreement when required by law, regulation, operational changes or other legitimate reasons. The current version will be published on the Website. Continued use after an update means that the revised terms have been accepted.

References to “player”, “user”, “customer”, “you” and “your” mean any person visiting the Website, using its services or holding a registered account.

The word “Games” includes casino titles, live dealer games, sportsbook products, card games and any other gaming products made available from time to time. Gamblezen may add, change or remove Games at its discretion.

2. Account Access Rules

2.1 Age and territorial eligibility

An “Account” is a personal profile created on the Website after the user accepts this agreement.

You may register only when you are at least 18 years old or have reached any higher legal gambling age that applies in your place of residence. You are responsible for checking whether online gambling services are lawful where you live.

Registration and use of the services are not permitted for residents of the following territories:

Afghanistan, Algeria, Aruba, Bahamas, Benin, Bonaire, Cameroon, Central African Republic, Chad, Congo, Costa Rica, Crimea, Cuba, Curaçao, Côte d’Ivoire, Denmark, Eritrea, France, Ghana, Guinea, Guinea-Bissau, Haiti, Iran, Iraq, Kuwait, Lebanon, Liberia, Libya, Mali, Moldova, Myanmar, Netherlands, Nicaragua, Nigeria, North Korea, Ontario, Pakistan, Palestine, Panama, Qatar, Russian Federation, Saba, Singapore, Somalia, South Sudan, Spain, St Maarten, Statia, Sudan, Syria, Togo, Uganda, Ukraine, United Kingdom, United States and its dependencies, Venezuela, Yemen and Zimbabwe.

Gamblezen may refuse registration or service access from other territories when required by law, licensing conditions, risk controls or internal policy.

2.2 Creating an Account

A registered Account is required before you can deposit funds, place wagers or play Games for real money.

During registration, you must provide accurate, complete and current information, including your legal name, mobile number, username, password and any other information requested in the registration form.

Gamblezen may verify the information you provide. Personal details may be changed only when a valid correction is required and the request has been approved by customer support.

Your username, password, security answers and other access data must remain confidential. You must not disclose them to another person. Gamblezen is not responsible for unauthorized access caused by your intentional or accidental disclosure of login information.

Gamblezen will not ask you to disclose your password.

Current and former employees of Gamblezen service providers, affiliated persons and their close family members may not create Accounts or use promotions unless written permission has been granted. Accounts connected with a breach may be closed, related winnings may be cancelled and only eligible deposited funds may be returned.

An Account cannot be sold, transferred, gifted, assigned, pledged, traded or used as security. This restriction covers the Account itself and all associated deposits, balances, winnings, wagers, claims and rights.

2.3 Security and Account concerns

Contact customer support promptly when you lose access to your Account, believe another person knows your credentials or suspect cheating, collusion or misuse.

Gamblezen may cancel or declare a wager or transaction void, entirely or partially, when there are reasonable grounds to believe that:

The Account holder or an associated person could influence
the result of an event.
The Account holder or an associated person attempted to avoid
Website rules or betting restrictions.
An event or wager was affected by criminal conduct.
Relevant odds changed materially because of a public
announcement.
A wager was accepted during a technical failure when it would
not normally have been accepted.
A price, market, transaction or wager was affected by a
technical, human, publishing or system error.

When an Account is suspended or closed, Gamblezen may also close later Accounts connected to the same person, address, device, payment instrument or other matching details. Related wagers, bonuses and transactions may be cancelled.

Two-factor authentication may be available as an additional security measure. You remain responsible for protecting your Account credentials and devices.

2.4 Player declarations

By registering and using the Website, you confirm that:

You satisfy the minimum legal age and are legally permitted
to use the services.
You use the Account personally and only for genuine
recreational play.
You do not act for another person or allow another person to
use your Account.
All information supplied by you is accurate and will be
updated when it changes.
You are responsible for any taxes or reporting obligations
connected with your winnings.
Deposited funds come from lawful sources.
You understand that gambling can result in the loss of money.
You will not participate in fraud, collusion, match fixing,
manipulation or any other unlawful activity.
You will not use prohibited software, automated systems,
external devices or unfair techniques.
Every payment method used by you is valid, lawful and belongs
to you.
Website software will be used only for personal,
non-commercial entertainment in accordance with applicable
law.
You will communicate respectfully with players, support staff
and other Website representatives.

3. One-Account Policy

Each person may register and operate only one Account.

Normally, only one Account is permitted for each household, device and IP address. When several eligible users share the same household or connection, the Account holders must inform customer support in advance.

Duplicate Accounts may be restricted, suspended or closed. Gamblezen may cancel wagers, reject withdrawals, remove bonuses and confiscate winnings or promotional benefits obtained through duplicate-account activity.

4. Winnings and Account Credits

Once the result of a Game or event has been confirmed and the relevant market has been settled, valid winnings will be credited to the player’s Account.

Gamblezen may request information from a game provider to verify whether winnings are legitimate. Such a review may take between 3 and 14 days after the player is informed that the review has started.

Funds credited by mistake remain the property of Gamblezen and may be removed from the Account. When incorrectly credited funds have already been withdrawn, the amount will be treated as a debt owed by the player.

Withdrawal requests and other transactions may be subject to identity checks, payment verification and anti-money-laundering controls.

5. Adding Funds

Real-money wagering requires a funded Account. Available methods may include payment cards, digital wallets, bank transfers and other options displayed in the cashier section. Cash and cheques are not accepted.

Payment availability may depend on the player’s country, currency, Account status and payment provider.

Payments made in a currency different from the Account currency may be converted using the applicable exchange rate. Conversion costs and provider charges are the responsibility of the player.

Gamblezen may request identity and payment documents at any stage. Failure to complete a required verification may result in payment restrictions or Account closure.

Gamblezen does not provide credit to players.

By making a deposit, you confirm that the transaction is authorized and that you will not improperly reverse or dispute the payment to avoid a legitimate obligation.

Unless different conditions apply, deposited funds must be wagered at least three times before withdrawal. Promotional wagering requirements must also be completed when relevant.

Third-party deposits are prohibited. Payments must come from an Account or payment method registered in the player’s own name. When a third-party payment is identified, related winnings may be cancelled and the original funds may be returned to their lawful owner. Applicable transfer charges may be deducted.

6. Taking Funds Out

6.1 Verification requirements

Before the first withdrawal or at any later stage, Gamblezen may require proof of identity, proof of address, a bank statement, payment-method ownership evidence and images of a payment card.

When card images are requested, only the first six and last four digits should remain visible. The remaining digits and the security code must be covered.

Additional checks may include telephone confirmation, facial verification or other reasonable identification procedures.

6.2 Processing conditions

Withdrawal limits may differ by payment method and may be
changed without prior notice.
A request will not be completed until all applicable wagering
conditions have been satisfied.
Funds identified as bonus funds cannot be withdrawn before
they become eligible cash funds.
Funds locked in an unfinished or interrupted Game cannot be
withdrawn until the Game is resolved.
Gamblezen may reject a request when the total amount wagered
is lower than the most recent deposit.
The latest deposit must normally be turned over at least
three times.
Standard processing may take up to two banking days, although
payment-provider checks, public holidays and Account reviews
may extend this period.
A player cannot request more than the available Account
balance.
Funds are normally returned through the same method used for
the deposit whenever that method supports withdrawals.

When a withdrawal is cancelled, the funds return to the Account. Gamblezen is not responsible for losses arising from later gameplay with those returned funds.

Gaming services are supplied immediately when a real-money wager is placed. Completed gameplay cannot normally be cancelled or refunded. Eligible refund requests are reviewed under the applicable refund rules and are generally answered within 48 hours.

6.3 General limits

Unless a different limit applies to the chosen payment method or Account:

Up to EUR 2,000 may be withdrawn within 24 hours.
Up to EUR 5,000 may be withdrawn within 7 days.
Up to EUR 20,000 may be withdrawn within 30 days.

Equivalent values may be applied in another Account currency. Actual limits may depend on payment method, verification status, Account activity, risk checks and player status.

Only one pending withdrawal per payment method may be allowed at a time. Depending on the chosen method, no more than one request may be submitted within a 24-hour period.

When a player wins more than EUR 20,000 or its currency equivalent, Gamblezen may divide payment into monthly instalments of up to EUR 20,000 until the balance is paid. Progressive jackpot winnings are paid in full.

Gamblezen may establish minimum and maximum withdrawal values, processing rules and payment schedules according to the payment method, Account status and relevant risk factors.

7. Ending or Restricting an Account

Gamblezen may close an Account and arrange payment of the withdrawable balance after deducting any legitimate fees, outstanding amounts or restricted funds.

A player requesting closure must first cancel eligible open wagers and contact customer support. When the request is connected with concerns about gambling behaviour, the player should clearly state this.

The repayment method will be selected according to payment availability, verification requirements and internal controls.

Gamblezen may remove a bonus that has not been used within one month from the date it was granted.

Withdrawals may be refused and Accounts may be suspended when fraud, payment abuse or unlawful activity is reasonably suspected.

An Account cannot be closed while a withdrawal remains pending or while usable funds remain. The withdrawal must be completed or the remaining balance must be dealt with first.

Gamblezen may close an inactive Account when the player has not signed in for 90 consecutive days.

When the player does not verify Account ownership or a payment method within 90 days, or refuses a required verification, Gamblezen may close the Account and deal with any remaining funds in accordance with applicable rules.

8. Handling Personal Information

Personal information supplied through the Website will be handled in accordance with applicable data-protection requirements and the current Privacy Policy.

9. Unlawful Conduct and Unfair Play

9.1 Suspicious or criminal activity

Gamblezen may restrict Accounts and report suspected fraud, money laundering or other unlawful conduct to payment providers, regulators or law-enforcement bodies where legally permitted or required.

Funds, deposits, withdrawals and winnings connected with confirmed unlawful conduct may be blocked, cancelled or forfeited.

9.2 Collusion and cheating

Gamblezen may close Accounts and withhold balances when players attempt to gain an unfair advantage through collusion, chip transfers, coordinated play, shared Accounts, soft play or the exchange of private game information.

Gameplay and Account activity may be checked manually or through automated monitoring systems.

Bets must be placed independently. Group betting, syndicate activity and coordinated betting strategies are prohibited. Similar wagers placed by connected users may be declared void.

A wager may be cancelled after the official result when there are reasonable grounds to suspect coordinated activity or an attempt to obtain an unfair advantage.

9.3 Location masking and third-party play

Players must not use proxy tools or similar services to hide or manipulate their true location. Wagers and Games must not be conducted by a third party or on behalf of another person.

Gamblezen may close an Account, cancel the balance and report the activity when fraudulent, dishonest or unlawful conduct is identified.

9.4 Arbitrage and value betting

Arbitrage betting and value-betting activity are prohibited. Gamblezen may cancel associated wagers, withhold funds and close the relevant Account.

10. Player Chat Standards

Gamblezen may provide moderated chat facilities. Messages may be reviewed and retained for security, moderation and compliance purposes.

Players must not use chat to:

Publish sexually explicit, hateful, discriminatory or grossly
offensive content.
Abuse, threaten, defame, harass or insult another person,
Gamblezen or its representatives.
Advertise or promote unrelated websites, businesses or online
services.
Publish knowingly false, malicious or damaging statements.
Coordinate bets, exchange prohibited information or arrange
collusive play.

A breach may lead to message removal, chat restrictions or Account termination. Any remaining eligible balance will be handled after deducting amounts properly owed to Gamblezen.

11. Interrupted Games and Technical Faults

Gamblezen is not responsible for downtime, connection failures, delays, server interruptions or other technical or external disturbances beyond its reasonable control. Any refund remains subject to the circumstances and applicable rules.

Gamblezen is not liable for losses arising from transmission delays, corrupted data, communication failures, misuse of Website content or ordinary content errors, except where liability cannot legally be excluded.

Wagers affected by a casino system malfunction may be declared void.

When a Game starts but cannot be completed because of a confirmed system failure, the original wager may be returned to the Account. Any valid credit accumulated before the interruption may also be restored. When the Account no longer exists, payment may be made through an approved alternative method.

12. Transfer of Rights and Duties

Gamblezen may lawfully assign or transfer its rights and obligations under this agreement. A player may not transfer or assign their rights or duties without prior approval.

13. Complaints and Dispute Review

A complaint should be submitted within six months from the relevant incident, wager settlement, payment or withdrawal.

The player should first contact customer support or use live chat. A formal complaint should include:

The player’s full name and username.
The date of the incident and complaint.
A clear explanation of the disputed matter.
Relevant transaction details and supporting documents.

Responsible-gaming complaints, including self-exclusion matters, are normally acknowledged within two business days and resolved within five business days. Complex cases may require up to two weeks.

Other complaints are normally acknowledged within seven calendar days and resolved within four weeks. Exceptional cases may require up to eight weeks.

When the internal outcome is not accepted, the complaint may be submitted once to the independent Alternative Dispute Resolution provider identified on the Website. This process is available to the player without charge.

Complaint records may be retained for at least five years. Required complaint statistics may be provided to the Curaçao Gaming Authority.

14. Legal Effect of This Agreement

This agreement, the Privacy Policy, the Cookies Policy, promotional conditions and other rules expressly incorporated into them form the complete agreement between the player and Gamblezen regarding use of the Website.

These documents replace earlier discussions, representations or proposals concerning the same subject, except in cases involving fraud.

Printed copies of these rules and digitally issued notices may be used in legal or administrative proceedings to the extent allowed by law.

When one provision is found invalid or unenforceable, the remaining provisions continue to apply.

When translations differ, the English-language version takes priority.

This agreement is governed by the laws of Curaçao. Relevant disputes are subject to the jurisdiction of Curaçao courts and applicable arbitration rules.

15. Brand, Software and Website Content

Gamblezen owns or lawfully uses its trademarks, logo, Website address, technology, software, business systems and other protected materials.

Website pages, text, graphics, source code, files, databases, layout and links are protected by copyright and other intellectual property laws.

Creating an Account does not transfer any ownership or licence beyond the limited personal right to use the services under this agreement.

Website materials may not be copied, stored, republished, transmitted, reproduced or commercially used without prior written consent.

Links to Gamblezen pages may not be placed on another website or digital platform without authorization.

Automated or manual tools must not be used to scrape, monitor, extract or reproduce Website pages or content without permission.

Unauthorized use may result in Account action or legal proceedings.

16. Promotions and Bonus Funds

16.1 Promotion-specific conditions

Each promotion may include separate conditions that apply in addition to this agreement. Players should review the relevant promotional rules before participating.

Participation confirms acceptance of both the general rules and the promotion-specific conditions. When no separate conditions are provided, this agreement will govern the promotion.

If one promotional provision is invalid, the remaining provisions continue to apply.

Gamblezen may amend, suspend or end a promotion. A player who violates promotional conditions may lose bonuses, credits, coupons, loyalty points, free plays or prizes.

Information about promotions and service updates may be provided through the Website, account notifications, SMS, chat, messaging services, social media, browser notifications or mobile applications.

Gamblezen is not responsible for inaccurate promotional entries caused by player equipment, Website faults, human mistakes or technical errors, except where responsibility cannot legally be excluded.

16.2 Meaning of bonus funds

A bonus may consist of free spins, cashback, a free bet, promotional credit, deposit-related funds or another reward. Bonus funds may be subject to wagering conditions before they can be transferred to the cash balance or withdrawn.

Bonus funds are initially placed in the bonus balance.
After the applicable wagering requirement is completed,
eligible funds may move to the main balance.
Abuse may result in the removal of bonuses, promotional
winnings and associated Account privileges.
Players must not use a bonus to build up a game feature and
then activate that feature after the wagering requirement has
been cleared or cancelled.
Winnings connected with bonus funds cannot be withdrawn until
all applicable requirements have been met.
A malfunction may void affected bets, plays, bonus funds and
incorrectly generated winnings.

16.3 Expiry and standard wagering

Unless different conditions are stated, bonus funds expire after 30 days. Gamblezen may remove expired bonus credit when the wagering requirement has not been completed by the deadline.

The standard wagering requirement is normally:

Casino bonus funds: 30 times the bonus amount.
Sportsbook bonus funds: 15 times the bonus amount.

A specific promotion may apply a different multiplier. Its individual conditions will take priority.

The wagering requirement represents the total qualifying stake required before bonus funds and associated winnings become withdrawable.

16.4 Game contribution rates

Not every Game contributes equally toward a wagering requirement. Unless the promotion states otherwise:

Most slot Games may contribute 100%.
Blackjack, roulette, selected arcade Games and video poker
may contribute 5%.
Some table Games may contribute 10%.
Sic Bo, Royal Craps, baccarat and Red Dog may contribute 0%.

Contribution percentages may change. Players should check the current conditions before using bonus funds.

16.5 Cancelling a bonus

Wagering requirements end when the bonus balance falls below EUR 0.10 or its currency equivalent, unless different rules apply.

A player may request a withdrawal before completing the wagering requirement, but the remaining bonus and bonus-derived funds may be removed.

A player may also ask customer support to cancel an active bonus and reduce the bonus balance to zero.

16.6 Free spins

Free spins allow a player to use a specified Game without placing a cash stake. Winnings generated through free spins are normally converted into bonus funds and may require wagering.

17. Sportsbook Settlement Rules

17.1 Placing sports wagers

Gamblezen accepts wagers on sporting events and markets displayed on the Website. Each sport may also have its own settlement rules.

A stake cannot exceed the available Account balance.

Once a wager has been submitted and confirmed, it cannot normally be changed or cancelled. Players must check the selection, odds, stake and market before confirmation.

Gamblezen may cancel all or part of an accepted wager before or after an event begins when there is a valid reason, including:

An obvious mistake in the event, odds, market or start time.
An attempt to bypass stake limits, payout controls or risk
limits.
Multiple identical or related wagers placed through connected
Accounts.
Use of confidential information or a public announcement that
materially affects the outcome.
Related selections combined in an impermissible way.
Participation in the event by the Account holder or a closely
connected person.
A technical failure resulting in incorrect odds or markets.
Another legitimate reason communicated to the player when
required.

Wagers may be cancelled when an event venue changes or when the format changes substantially, including playing time, race distance, speed, number of periods or another material condition.

Valid winnings are credited after the final result is confirmed.

17.2 Event duration and abandoned events

A market is settled when its result has been determined under the market description and the relevant sport rules.

Football match-winner markets normally refer to 90 minutes plus referee-added time. Extra time and penalty shootouts are excluded unless the market states otherwise.

When an event is delayed, affected wagers may remain open for up to 48 hours from the scheduled start time. Gamblezen may instead cancel the wagers and return the stakes.

If an interrupted event continues within 48 hours, eligible markets may be settled using the completed result. When it does not continue within that period, markets already determined may be settled and unresolved markets may be voided.

Tennis is not generally covered by the 48-hour continuation rule. When a player retires, markets already determined on court may be settled while unresolved markets are voided. The match-winner market may be cancelled when the winner was not properly determined.

Baseball events involving two consecutive games are treated as Game 1 and Game 2 according to the order in which they are played.

17.3 Goalscorer and player markets

When a match is abandoned after at least one goal, first-goalscorer wagers may remain valid while last-goalscorer markets may be cancelled.

Player-proposition markets are normally void when the named player is not included in the starting lineup, except for markets whose terms expressly allow substitute participation.

17.4 Head-to-head and outright markets

A head-to-head market compares the performance of two participants. Both must take part for the market to remain valid. A tie may result in the wager being void.

An outright market compares three or more participants. When a listed participant does not compete, odds for the remaining selections may be reduced according to the applicable deduction.

When two or more participants tie, the accepted odds may be divided by the number of tied participants unless an official tie-break criterion identifies one winner.

17.5 Card markets

For ordinary card-count markets:

A yellow card counts as one card.
A direct red card counts as two cards.
Two yellow cards followed by a red card may count as three
cards.

Cards issued after the end of normal playing time do not count. Cards shown to coaches, unused substitutes or people who did not participate are excluded unless the market states otherwise.

For booking-points markets, a yellow card normally counts as 10 points and a red card as 25 points. A second yellow that results in a red card is not counted separately.

17.6 Corner and interval markets

A corner counts only when it is taken. A corner awarded but not taken does not count. A retaken corner counts once.

Corner interval markets are settled according to the time the corner was awarded.

The 1–15 minute interval runs from 00:01 to 15:00. The 30–45 minute interval runs from 30:01 until the end of the first half. The 75–90 minute interval runs from 75:01 until the end of normal time, including referee-added time.

17.7 Statistical markets

Team and player statistics, including shots, shots on target, offsides, throw-ins, fouls, saves and goal kicks, are settled using the prioritized data sources selected by Gamblezen.

When data is available from a higher-priority source, a lower-priority source will not be used. Settlement is based on the initial official publication. Later statistical corrections do not normally cause resettlement.

Football player-proposition markets may be settled using OPTA data.

A penalty-shootout total market concerns the number of penalties scored during the shootout.

17.8 Video review

A Video Assistant Referee review is considered official when the referee gives the recognized review signal or checks the incident on the pitch-side monitor.

A scoreboard message, the referee touching an earpiece or an ordinary discussion between match officials does not by itself confirm an official video review.

17.9 Restricted bettors

Bets placed for bookmakers, betting agents or another person are prohibited.

A person involved in an event as an athlete, player, referee, coach, manager, owner, official or other participant must not bet on that event or arrange for another person to do so.

Gamblezen may cancel wagers and refuse related payments when these restrictions are breached.

17.10 Live scoreboard information

Live scores and statistics displayed on the Website are provided for information only and are not the final basis for settlement. Players should verify wager details before placing a bet.

17.11 Early settlement feature

Early Payout allows an eligible wager to be settled as a winner before the event finishes when the stated market condition has been met. Once validly triggered, the wager remains settled regardless of the final event result.

Early Payout is offered only for selected events, markets and
bet types.
Availability is not guaranteed and may be changed, suspended
or removed.
The feature does not apply to bonus bets, free bets,
promotional money or risk-free bet products.
Eligible markets are identified by an Early Payout label.
Market-specific trigger conditions are displayed with the
relevant wager.

For a single wager, settlement occurs immediately after the valid trigger. No additional payment is made if the selection later wins under the final result.

For multiple, combination, system or Bet Builder wagers, only the selections meeting the Early Payout condition may be settled early. Other selections remain open.

Combination wagers containing impermissibly related outcomes may be declared void.

When an early settlement occurs because of a technical mistake, human error, incorrect game situation or video-review decision, Gamblezen may correct the settlement under the general error rules.

A correctly triggered Early Payout is final even when the event result later changes.

Gamblezen may reject or void an Early Payout wager under the standard rules governing wager acceptance, errors, prohibited activity and void markets.