Terms and Conditions
The terms and conditions of this document are the complete, final, and exclusive terms and conditions between you and CasinoMate. They supersede and incorporate all prior agreements, representations, or understandings between you and this casino.
The provisions contained herein apply to Casino-Mate. You are not entitled to this title or any other terms, graphics, or text with concepts or methodologies when using the website and any material posted on it.
General
The CasinoMate Terms and Conditions presented herein have been translated into several international languages to ensure player safety. If there is any discrepancy in the English version of these terms and conditions, the English version shall always take precedence.
Casino-Mate is not responsible for any computer or internet failures, nor for any player’s attempts to play in a manner or means of playing without gaming equipment.
Casino-Mate is not a financial institution, so no interest is charged on deposits.
Casino Mate gives you the ability to change or discontinue any casino activity on your own and without notice, as well as to suspend any casino activity or play.
To open an account, the player agrees to receive correspondence from Casino-Mate and all of its brands. You may unsubscribe at any time by clicking the unsubscribe button or by contacting casino support.
By receiving any prize and/or winnings from Casino-Mate, the player consents to use their name for promotional purposes without additional compensation. Unless prohibited by law. Casino-Mate protects your identity, we may use a player’s last name and initials (e.g. Mary J) in any advertisements.
Casino Mate provides high-quality customer service, part of that service includes supporting responsible gambling. However, Casino-Mate is not responsible or liable if a player voluntarily engages in gambling and/or uses the website with the intent to avoid taking action, and/or he or she knowingly uses the website without reasonable control.
Casino-Mate and its affiliates and partners do not provide credit in all its forms. All money wagered must be placed using the player’s own funds or bonus funds, if applicable.
The games use the latest technology. Most modern computers and mobile devices will support seamless playback of the game. However, some games may not be supported by players whose devices are outdated.
Eligibility
A player must be at least 18 years old at the time the game begins, or any higher age required by law in the player’s jurisdiction (i.e. the age of majority). If you open an account, you will be required to verify that you are over the age of 18.
At any time, Casino-Mate may request proof of age to restrict play to minors.
You must not allow anyone else or third parties, including children, to play.
All casino games are open only to residents of jurisdictions in which they are legal and not prohibited. In turn, players acknowledge that it is their responsibility to understand their jurisdiction’s laws regarding the prohibition of online casino gaming.
Casino-Mate employees are prohibited from playing games, including directors and officers of companies, distributors, wholesalers or affiliates, subsidiaries, advertising, promotional and other affiliates, media partners, retailers, service providers, and members of their immediate families.
The game is played for entertainment purposes only, and the decision is made solely by the player.
If a player wishes to play without money, he/she is free to do so.
Accounts
At Casino-Mate, it is the responsibility of the player to keep his/her accounts up to date. The player must make every effort to inform the casino that any part of his/her personal information or contact details may have changed from when the player registered. The player will never hold the casino, its employees, and their officers, directors, licensees or distributors, wholesalers, affiliates, or agents liable for any damages that may result from the player providing incorrect personal information or contact information.
It is the casino player’s sole responsibility to keep his or her account number and password information secure. At Casino-Mate, there is no need to keep a username or password in case of loss, forgetting, or other actions. Otherwise, a player could lose his username or password due to a Casino-Mate error. Under the rules, no person or third party can use or reuse a player’s account or access any information or data from the site in order to claim any prize. The player is solely responsible for any purchases and/or losses that may occur on his account.
The user is solely responsible for the security and confidentiality of the information he/she maintains in his/her account. Casino-Mate security has no obligation to retain usernames or passwords if a player has entered a password incorrectly, forgotten or lost it, and other actions that may prevent him/her from logging into the casino.
Selling, reselling, and/or purchasing accounts to any Casino-Mate players is prohibited.
Casino-Mate players agree that they are prohibited from making inter-account transfers to accounts not registered in the player’s name.
Account Cancellation
Casino Mates may cancel any account at any time without notice to the player. When a player cancels a game account, any balance in the casino account at the time of cancellation will be transferred to the player’s personal card or an alternative method of payment. However, Casino-Mate reserves the right to block any accounts, cancel all winnings and confiscate any balance in the player’s casino account in any of the following circumstances:
- If the player has more than one active Casino-Mate account;
- If the player’s casino account does not have a name that matches the name of the credit card(s) or other banking methods used to make purchases in the player’s casino account;
- When the user participates in casino promotions and withdraws money from the game before meeting the requirements of that particular promotion;
- When the player has provided inaccurate or misleading registration information;
- If the player is underage – only those players who are allowed by the law of their country or jurisdiction can participate in online gambling. In all cases, Casino-Mate is not responsible for the legal regulations established in a particular region. In any case, it will be prohibited;
- In case a player allows someone else to play on his/her casino account.
- If a player does not play in a casino on an individual basis for personal entertainment only (i.e., he played with or with other players as part of a club, group, etc.);
- If the player has “debited” any purchase made with his/her credit card or any other method of purchase;
- In the case of fraud, or if the player is convicted of fraud, Casino-Mate will determine the use and exploitation of the system (machines, computer programs, or other automated systems) specifically to defeat the casino;
- Provided that the player is connected with others through hardware, financial accounts, and/or suspicious tendencies.
Account Closure Procedure
If you wish, you can close your account at any time. To do this, it is necessary to contact the player support service.
After the player’s request to close the account, the balance on his account becomes available to the player for cashing out. The usual documents required to deposit cash will be requested and the wagering conditions will apply.
Players with gambling problems are allowed to close their accounts. Any balance in the account will be refunded. Bonuses will not be refunded; only funds in the deposit account are limited to the number of deposits.
Deposits/Withdrawals and Winnings
All of your deposits that are made to your casino account are proof of intent to bet in the casino. If you managed to win your deposit at least once (1x), the company may allow you to withdraw funds, provided that a processing fee of at least 10% of the withdrawal amount is paid. Under this condition, the management can cancel the processing fee at any time without notifying the player.
In the game, you can choose any of the following currencies: NZD, AUD or CAD as well as EUR. To get the bonus or free spins, the minimum deposit amount is $/€10 and $/€20. To do so, players must consider the convenience of the currency of their choice in their geographical region.
Casino-Mate reserves the right to void all winnings that are due to an error or malfunction in the hardware and software. If irregularities or errors are discovered, that may lead to the player’s account being closed, their account will be closed. All deposits and/or winnings will be forfeited. During the software failure, the bet will be considered invalid.
Each player has the right to withdraw his winnings only up to 10,000 per week, in players’ currency. The remaining funds will be refunded to the player until the player is eligible for further withdrawals. In some cases, casino management may not meet this condition. If you are a VIP, you will need to register on the Club Mate website and gain access to your benefits.
Please note that the minimum withdrawal amount from an international bank must be €/$100 (or the equivalent in other currencies), as instructed by our payment processor. Your banking institution or the intermediary bank using your bank to process the transfer may charge you a transfer processing fee of up to €/$35. It is difficult to do anything about this as it is out of the casino’s control.
When you have been allowed to get a sign-up bonus, as long as you have met all wagering requirements, the maximum withdrawal amount will be limited to $5,000 and any balance will be forfeited.
Registration is understood to mean the casino’s advertised bonus or any other bonus you receive for your first casino purchases.
During the processing of any withdrawals, your game will be scrutinized for any irregularities in the game. In terms of fairness, playing with zero money, zero bets, or hedge bets is considered irregular play to fulfil the wagering requirement of the bonus.
The withdrawal time depends on the client’s verification status. Our licensing requirements require the collection of customer identification documents, proof of address, and/or proof of payment under certain circumstances. This may affect withdrawal approval timeframes.
Withdrawals on weekdays (Monday through Thursday) have a minimum waiting period of 24 hours, which means that withdrawals can be made 24 hours or more after the withdrawal request has been made. All withdrawals that ended after 04:00 GMT on Friday and weekends are subject to a waiting period. It ends at 4:00 GMT on Monday.
For verification you must provide documents in one of these ways:
- Can be downloaded via Email;
- Or simply go to “My Account,” click on “KYC,” and upload the necessary documents.
All necessary documents must be provided by the client before the deadline for withdrawal. A lack of a full package of documents can lead to the fact that your withdrawal will be returned to the gaming account.
Promotions
Based on standard terms and conditions, certain terms or conditions govern all player promotions. In this case, they are listed under Promotional Terms and Conditions.
Any raffle or sweepstakes conducted by the casino for any type of merchandise or money does not include taxes, registration, licensing, insurance or shipping unless otherwise specified in the promotion terms.
The player is responsible for any applicable taxes on all prizes and/or winnings received or received from CasinoMate or any of its casinos.
Cash-Ins
Once processed, all monies are verified. At Casino-Mate, the player must provide a copy of a real ID, a recent utility bill not older than three months, and copies of registered credit cards. You only need to provide the first 6 and last 4 digits – please cover everything else in between, and never show the CVC/ CVV numbers on the back of the card for your safety. The presence of proof of identity must match the registered first and last name of the casino account. You can use screenshots, photos, and PDF documents in the casino. The image is not blurred or all four corners of the PDF document are shown. If you have not provided the required documents after they have been requested, or have provided false documents, it means that your casino account will be blocked and all winnings and/or cash-ins will be returned to the casino player’s account. All amounts below $/£/€ 50 will not be cashed out but will be credited back to the player’s casino account.
You will not be allowed to cash in if you have a positive bonus balance.
Those bonuses that are not received can be forfeited.
The event described above requires the player to fulfil certain rules on wagering and completing tasks. This requires players to complete 40x before they can cash out.
It all depends on how management treats this issue.
Winnings will be forfeited if the player has independently opted out of gambling at other casinos or our affiliated House of Jack casino due to gaming addiction and/or financial difficulties.
Privacy and Disputes
Casino-Mate respects the player’s right to privacy. All information about players and their activities on the site will be kept confidential and will only be available to authorized persons who are authorized and supervised by the organization. We will not divulge or share any sensitive player information. Any personal identification will be used solely to identify players who have registered an account/account with the casino, ensuring the transmission of relevant information, and determining the legality of account registration. Casino-Mate will keep all documentation and personal account information received, as well as player bank account information, confidential. Casino-Mate may transfer or disclose any documentation and personal information when required by law for the prevention and detection of crime or any other duly authorized purpose of any governmental authority or order of any competent court. Upon receipt of confirmation of identity and/or transfer of personal account information, Casino-Mate may turn over relevant documentation for use in recovering any amounts owed by CasinoMate from the player.
A player who has any dispute concerning any game result or results must file a complaint with Casino-Mate in writing within fourteen (14) days. In cases of discrepancies between the results displayed on the casino software and the game management server program, the result displayed on the server is the official and regulatory result of the game.
All your information is digitally encrypted using the latest SSL and TLS technologies. This protocol uses encryption algorithms to ensure the privacy and security of your gaming data.
Casino-Mate has an official gaming license from Malta Gaming Authority, and if any complaints are not resolved, players have the right to send such complaints via email for mediation.
Abuse
At this time, funds are withheld under any circumstances related to fraud and chargebacks. When all of these issues are resolved, the balance in the player’s account will be returned.
Casino-Mate is not authorized to deposit illegally obtained funds into the game.
Any criminal or suspicious activity will be reported to law enforcement.
Gaming materials received electronically or by other means are automatically considered invalid if they are tampered with, mutilated, or altered in any way. If they are illegible, mechanically, or electronically reproduced not following the law, or if they contain printing, production, typographical, mechanical errors, or any other errors. Liability for gambling establishment materials in error that contains any irregularities is limited to replacement.
Suspension, Cancellation, and Refresh Policies
If a player has any problems with the game or loss of communication, he should contact the support team at Casino-Mate.
Suspension
In case the games will be temporarily suspended, they will be due to maintenance. Then, in this case, the casino will notify the player about it in advance.
If the game has been stopped, all gaming activities are considered to be resumed.
Refresh
Refresh displays the result of the last game played when the player returns to it. If the player is disconnected from the game room or the Internet, Refresh will automatically perform these actions:
- If a player’s computer is disconnected before the results of their last game are displayed, the amount won or lost, as well as the credit balance and game status, will be displayed when the player returns to the game.
- When a player’s game is interrupted, there is an indefinite period to return to the game and update.
- Players can investigate the results of the game if the game interruption is caused by a system failure.
- If you want to investigate all transactions (bets) within a game session, contact support.
- When a player’s computer is disconnected from the network, he can still make decisions in the game. The player will also be able to finish the game after returning to it.
- Requests for new games can be received from the casino server before the player is disconnected from the network. When returning to the game, the result of the previous game is displayed.
Cancellation
If a game is cancelled, the player will be notified of the date and time of its removal.
Deletion of the game will take place on that date, and the player will no longer be able to start a new game session.
It is possible to delete games without warning if there is a technical failure or the law requires immediate action.
