Live Chat

Terms and Conditions

1. About these Terms and Conditions

Welcome to Casumo!

1.1 These Terms and Conditions (“T&Cs”) will govern the use of all products and services on our  Website including without limitation sports (including virtual sports) and casino products and services. “Website” or “Websites” refers to www.casumo.com and downloadable applications licensed to or belonging to Us, when accessed via any platform, smartphone or other device;

1.2 It's important that you understand that these terms are legally binding, and apply to customers’ (“Customer” or “You” or “Your”) registration of an account with Casumo, including any use of any product, services, App, or website hosted or managed by Casumo (“Services”).

1.3 Our T&Cs comprise this document, being the General Terms and Conditions, together with the following, where applicable:

 

1.4 By selecting the “I accept the Terms and Conditions” box when You create an account with Casumo you are confirming that you have read and understood these Ts & Cs, and agree to be bound by them as may be amended by us from time to time.

1.5 Casumo reserves the right to modify these T&Cs and, thus, to amend the Agreement between You and Casumo at any time. You will be notified in advance of any such amendments, which will become effective immediately upon your acceptance of the T&Cs on www.casumo.com or in continuing to use the Services. You are entitled to decline to accept the amended T&Cs, however, if you choose to do so you will no longer be able to make use of the Services. You will nonetheless be able to withdraw all available funds and ask customer support to close Your account.

1.6 If you have any questions about these Terms and Conditions you should contact us on customer support at hey@casumo.com before proceeding. Should you not agree with any of these T&Cs, please do not use the Services. Use, or continued use of the Services confirm your agreement with and understanding of these T&Cs. 

1.7 Rules and explanations for participating in any of Games (including Live Casino, sports and virtual sports, mahjong, bingo, or other games or services), or maintaining your account with Casumo, and other important information is provided in separate links on the Website and are incorporated into these T&C by reference.

1.8 Casumo Games may be unavailable in certain territories, and Casumo reserves the right to remove or to add Games to the Website. This is and remains at the sole discretion of Casumo and/or the licensor which is providing the relevant Games to Casumo, as applicable. 

1.9 In these T&Cs, a reference to ‘fraud’ shall be deemed to include ‘bonus abuse’. Bonus abuse includes, but is not limited to, opening more than one Account in order to claim an additional bonus or benefit.

2.0 These T&Cs shall be published in English, and may also be published in a number of other languages. All language versions shall reflect the same principles. In case of any discrepancy between the English language version and the non-English language version of these T&Cs, the version which is most beneficial to the Player shall prevail.

 

 

2. About Casumo

2.1 When You register an account, you register with Casumo Services Limited a company based in Malta with registration number C55663, and registered address at The Unicorn Centre, Triq il-Uqija, Swieqi, SWQ 2335, Malta (“We”, “Casumo” “Us” or “Our”).

2.2 We are licensed and regulated by the Malta Gaming Authority (“MGA” (www.mga.org.mt)) to offer Services (B2C) and you may find our license here. This is a licence to provide services for the purposes of engaging with end consumers, and you can view our license on the MGA website at any time.

2.3 Our customers’ funds are held in segregated accounts with a licensed financial institution and which are held separate from other funds - this means that they are not subject to enforcement, seizure or execution of any claim against Us and these funds are not considered to form part of Our assets in the event of insolvency. Consequently, in the event of Our insolvency, steps have been taken to protect Your funds.

2.4 We have the right to appoint payment solution providers to act, receive and/or pay funds on our behalf. 

2.5 Note that Casumo is not a financial institution, and thus funds deposited into your Account will not earn or be due any interest whatsoever. Casumo does not grant any credit for the use of its Services.

2.6 Casumo provides no legal or tax advice, and You are and shall be solely responsible for determining whether any taxes are payable on winnings you collect from Casumo, and for paying them if applicable. 

 

 

3. About You 

3.1 You declare that You are over 18 years of age or comply with 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 online gambling is legal in Your country of residence and any and all liability resulting therefore from will be solely Yours. It is a criminal offence to gamble whilst being under age.

3.2 We do not offer services to persons who are identified as Politically Exposed Persons (PEP). Should You be identified as a PEP at any stage, Your Account will be closed and any remaining real money balance will be returned (subject to general regulatory obligations). If You disagree with Our determination of Your PEP status and wish to challenge it, please contact us on hey@casumo.com

3.3 You may not use any of Our services if You or a member of Your household are, or have been in the past two (2) years an employee or full-time consultant with the Casumo Group. 

3.4 You are fully aware that use of the Services is at your sole option and discretion, and that there is a risk of losing money whilst gambling. You are responsible for any such loss and shall have no claims against Casumo or its directors and officers, and You shall not attempt to contact them via any social media channel with the intention of any threatening or bullying behaviour. 

3.5 You declare that you shall participate in the Games strictly in Your personal non-professional capacity for recreational and entertainment reasons only and in accordance with all laws, rules and regulations. We do not allow the use of robotic, automated, mechanical, electronic or other devices to make automated decisions in any Game or in respect of any bet on Our Websites, whether such use is attempted or effected by You, or by any third party on Your behalf. You are also prohibited from utilising an external resource that is designed to or which serves the purpose to provide a player with an unfair advantage. Such prohibited external resources may include, but are not limited to, third-party software applications and databases as well as websites, web-based databases, subscription services and the assistance of any other person regardless of whether or not that person is also the holder of an Account. 

3.6 If You have reasonable grounds to suspect that another player is taking any unfair advantage through cheating or collusion, please report the suspicion to Us by sending an email to hey@casumo.com.

3.7 You shall not be permitted to access our Website under any circumstances if you reside in any of the following jurisdictions, which may be accessed here: (“Restricted Territory”). This list may be updated at any time in accordance with applicable guidelines and/or our internal assessments carried out at our sole discretion.

 

 

4. Creating an Account 

4.1 Single Accounts

To be able to access the Services, You must first register personally with Us and open an Account in your own name. You are allowed to have only one Account with Us at any single point in time. You are not permitted to act on behalf of someone else or for someone else’s benefit. Only one Account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, please inform us accordingly to avoid closure of any duplicate accounts we may detect. 

If You attempt to open more than one Account, all Accounts may be blocked or closed and any bets and bonuses relative to those Accounts may be voided.

If You notice that You have more than one registered Account You must notify Us immediately. Failure to do so may lead to Your Account being blocked for access. Should We decide to leave one Account open, it will be the first Account that You opened with Us, to which Your remaining deposits, if any, will be transferred and consolidated. We will deduct an administrative fee of thirty Euro (€30) or currency equivalent. 

4.2 Information to be true, accurate and complete

It is Your sole responsibility to ensure that the information You provide to Us is true, accurate and complete. We carry out verification procedures and Your Account may be blocked or closed if We suspect that You have supplied Us with false or misleading information. You are required to also inform Us of any material changes to your information and to keep up to date the mandatory information provided in the registration form or held on Your account. 

4.3 Verification of Identity (KYC Checks)

Casumo is legally required to verify your identity. Please refer to section 8 to better understand our verification process. 

4.4 Security on your Account

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

If You suspect that such information may have been compromised, You must inform Us immediately and take appropriate action to prohibit or prevent any unauthorised access to any part of Your Account or funds.

4.5 Background Checks 

We may perform background checks on You and request any relevant documentation, at all times and, for any reason, including (but not limited to) any investigation into the identity of the person making use of the Service, credit checks or any enquiries into the player’s personal history. The basis for such investigations will be dependent on the specific case, but could include for example, verification of the player’s registration details,(such as the name, address and age, occupation, verification of the player’s financial transactions, financial standing, source of wealth, source of funds and/or gaming activity). We are under no obligation to advise the player of such an investigation taking place. Such activities may include the use of specific third party companies, who perform the investigations as required. We may decide at our sole discretion to close the Account, and withhold all funds in such an Account, on the basis that such an investigation provides a negative or uncertain conclusion.

4.6 Verification of Bank Details

In order to use a financial or bank account, or any credit or debit card at Casumo, the account holder or credit card holder name must be the same one which You used when You registered for an account with Casumo. 

You are not allowed to transfer funds from Your Casumo Account to other users or to receive money from other users into Your Casumo Account, or to sell, transfer and/or acquire accounts to/from other players. Should the name used to open the Account and the name on the bank account differ in any way, you may find your account has been suspended. Please contact hey@casumo.com for more information on how you can verify your bank details. 

 

 

5. Ongoing Use of Your Account 

5.1 Use of Live Chat

As part of Your use of Our Website, We provide You with a live chat solely to support and respond to queries regarding your use of the Service. Note that these communications are recorded, and are subject to our Privacy Policy. Abusive or offensive language will not be tolerated and may result in your account being closed. Use of the chat facility should strictly relate to Our Services and any queries related thereto.

 

 

5.2 TimeOut 

You may wish to take a break from playing with Us for reasons which are not related to managing the time in which you spend gambling, or due to spending. You may opt to set a “Timeout” period on Your Account for a period not exceeding six (6) months. You can set the Timeout by going to the Casumo Cares Page or by contacting customer support on hey@casumo.com. Please be aware that if You suspend Your Account for Timeout, We may allow You to reopen Your Account prior to the lapse of the Timeout period. Should You wish to take a break from gambling in general, please refer to section 7 below and Casumo Cares

5.3 Inactive Accounts

An ‘Inactive Account’ is an Account that has not been accessed for twelve (12) consecutive months that has a real money balance. We will contact You via email up to one month prior to Your Account becoming inactive. You may reactivate an Inactive Account by logging in. Once an Account becomes inactive, We will charge an administrative fee to Your Account of five Euro (€5) per month or currency equivalent as long as there is a positive balance in the Account. 

5.4 Responsible Gaming - Casumo Cares

5.4.1 We offer a range of services, and have developed a number of tools to assist You to play in a safe environment. If You feel that You are developing a dependency or an unhealthy attitude towards gambling, We have in place a series of measures designed to help. You understand that when You are playing games of chance that involve real money, the outcome can never be sure, and that there is a risk you may lose funds or winnings which you wager. 

5.4.2 As a registered Account holder You may:

(i) Set a limit on the amount that You may wish to spend or to deposit within a specific period of time;

  • (ii) Exclude Yourself from playing for a definite or an indefinite period of time.

5.4.3 In order to use these tools You may: (i) go to the Casumo Cares page https://casumocares.com/en/ and set Your Account limits which will be effective immediately; or (ii) You may send an email to hey@casumo.com and state preferences to our customer support personnel. You will receive an email confirmation from Our Customer Support Team within a few minutes of Your gaming restriction request being activated. Should You not receive such notification, We kindly ask You to re-contact Customer Support immediately. This service is available to You on a 24-hour basis. We encourage You to consider these measures when playing with Us.

5.4.4 Setting a Financial Limit: When You set a limit, You will be unable to continue playing beyond the limit You have set, as Our system will automatically prohibit any further gameplay. You may at Your discretion choose to limit the amount You wish to (on a daily, weekly, or monthly basis):

(i) Wager: - This allows You to control exactly how much money You’re willing to wager over a given period. It limits the total amount You are able to place in stakes.

(ii) Lose:- This allows You to restrict the amount of real money You can lose from the deposits You make. Winnings are included in the calculation of the loss.

(iii) Deposit:- This allows You to limit the amount of funds You can deposit into the Account in a given period.

5.4.5 You may change or revoke a limit that You’ve set previously either via https://casumocares.com/en/, via chat or by sending an email to hey@casumo.com. Any relaxation of requests shall only take effect after twenty-four (24) hours “cooling off” period from when We have registered the request. This “cooling off” period will give You a chance to reconsider whether You really want to make this change. On the contrary, making a limit more stringent or increasing the duration of a limit takes place immediately after the request in change has been registered.

5.4.6 Setting a Maximum Session Time and Reality Checks

(i) You may choose to set a maximum session time during which You will be allowed to stay logged into Your Account. After this period has expired, the relevant Games are automatically stopped and You will need to exit and reload the Games from the games browser to play again.

(b) The Reality Check tool helps You monitor Your gaming activity. Once this feature is activated, a message will be displayed on Your screen at selected intervals to inform You about how long You have been playing, how much You have spent/won, it will offer a direct link to Your transaction history and present You with the option to resume or exit the Game.

5.4.7 Self-Exclusion

5.4.7.1 If You feel that You are becoming dependent on gambling or developing unhealthy behaviour towards it, You should consider limiting Your access to Your Account. Kindly make a request and please provide us with the reason as to why a self-exclusion is being made so that we may monitor activity accordingly. You may set Your self-exclusion on Your Account (immediate), by contacting Customer Support (You will receive an email confirming Your request. Should You not receive such notification, We kindly ask You to re-contact Our customer support services immediately.) 

Once the request is processed You will not be able to access Your Account until Your period of exclusion has elapsed (if applicable). Our Customer Support team will pay out any remaining funds on Your Account. We retain the right to request all necessary documentation for this purpose.

5.4.9 You may self-exclude for:

(i) An indefinite time (‘Forever’): If You decide to close Your Account permanently, thus choosing ‘Forever’ from the dropdown menu list, You will not be able to access your Account and We shall take all necessary steps to remit any remaining funds on the Account to You.

  • (ii) A definite term (Temporary Self-Exclusion): - In this case, a minimum period of six (6) months applies, and the chosen period can be extended. There is no maximum period of time for self-exclusion. If You wish to take a break from gaming for a reason, which is not related to gambling addiction, You may refer also select the “Time-Out” option (see Section 5.2

5.4.10 Following a self-exclusion request, We will use our best endeavours not to send You any further marketing materials and, in any event, will ensure that We will not send You any further marketing materials after 24 hours of Account closure.

5.4.11 Once the self-exclusion period has elapsed Your Account will be automatically reactivated.

5.4.12 All limitations and responsible gambling tools mentioned in this section 7 can be administered by Yourself from the CasumoCares pages https://casumocares.com/en/ or initiated by contacting hey@casumo.com. The members of this service have been trained, are aware of the risks of compulsive gambling and here to assist You and explain the measures You can take to restrict Your gambling and take appropriate action. Our customer support service is available to You on a 24-hour basis, 7 days a week.

5.4.13 Any Account limits and self-exclusion requests would be valid for the brand(s) operated by Us and does not include any other brand or website operations by the Casumo Group. Note further that We currently are not made aware of any self-exclusions set-up on other gambling websites.

5.4.14 If We believe that Your gambling will cause You financial or personal difficulties, We reserve the right to close Your Account.

5.4.15 Under-Age Players

We do not allow anyone under 18 years of age to open an Account on Our Websites. Should You be under 18 years of age and attempt to open an Account with Us or should You assist an underage person in opening an Account with Us, You are in breach of the law. Should You have minors in Your household or should there be a possibility of minors accessing Your computer, please make sure to:

  • (i) Not to share Your log-in details;
  • (ii) Not to enable the “remember password” function on the login screens;
  • (iii) Not to share Your credit card or bank account details with minors;
  • (iv) Install parental control software or internet filter software on Your computers. Such software can be obtained from www.netnanny.com and www.cyberpatrol.com. These links are provided for convenience only and We do not provide any warranty or assume any responsibility in relation to the same.

5.4.16 Whilst we are committed and strive to enforce Our social responsibility obligations, We trust You understand that human error cannot be completely ruled out and We therefore solicit Your full collaboration at all times. We shall take no responsibility and exclude all form of liability should You continue gambling or persist in using the Website, with the intent of avoiding or circumventing the relevant measures in place, this includes opening or attempting to register accounts with Us by using false or misleading personal data so as to bypass limits, exclusions and other responsible gaming tools previously requested by You.

Should You feel that You may be at risk of developing a dependency on gambling or would like to be certain that You, or anyone else in Your household does not have access to gambling websites, You may consider installing software which prevents users from accessing any gambling websites. There are independent third party websites that offer products that are aimed at blocking gambling related websites or software. Betfilter and GamBlock are two of the websites that offer this service. Please click on the links provided should You require further information. These links are provided for convenience only and We do not provide any warranty or assume any responsibility in relation to the same. So as to ensure maximum protection to those affected by gambling problems, this kind of software cannot be removed from a device once it is installed.

If You have chosen to restrict Yourself from playing with Us because there is the possibility that You might have a gambling problem, it is advisable to consider excluding Yourself from all the gambling environments You may have access to, both online and offline.

 

 

6. Closing an Account 

Instances where Casumo May Void a Bet, Confiscate Funds and/or Close Account(s). 

6.1. We reserve the right to suspend or close an Account, to void a bet and/or to confiscate funds at our sole discretion and without needing to provide a reason therefor in cases where :

6.1.1 We believe that continuing our business relationship with You could negatively impact Our licensing and general regulatory obligations, or reputation;

6.1.2 We have reasonable suspicion that any kind of fraud has occurred, including for example cheating or collusion, or use of any false, inaccurate or incomplete data in the use of our Services. We also reserve the right to void any bet that We suspect has been made as a result of any fraud or cheating and/or to confiscate any funds on Your Account and close Your Account. 

6.1.3 We have reasonable suspicions that the use of robotic, automated, mechanical, electronic or other devices to make automated decisions is being used in which case we may void any bet that We suspect has been made using such a device and exclude any player from any promotion or competition in which We suspect that such a device has been used. We may also suspend the Account pending investigation and close the Account at Our sole discretion. We consider the use of such devices to be tantamount to fraud, we reserve our right not to refund any balance on the Account at the time of termination and to cancel any pending Games.

6.1.4 You are accessing, or we have reasonable grounds to believe that You are accessing Our Services or from an account with links to a Restricted Territory;

6.1.5 You have used, or we have reasonable grounds to believe you have used false, incomplete, or misleading information in order to register Your account with us;

6.1.6 You have used, or we have reasonable grounds to believe You have used a payment method or bank account which does not belong to you, or does not belong solely to you, to make any payment or deposit; or otherwise have failed to comply with requests for provision of evidence to verify your identity, your account, or your chosen payment method; 

6.1.7 You have, or have attempted to register, more than one account with Us;

6.1.8 our payment providers, or game or sports suppliers have identified your account with bonus abuse, or fraud; and/or

6.1.9 we have detected You are, or may be, using card counting techniques

6.10 for any reason whatsoever however, any contractual obligations already incurred shall be honoured by us, without prejudice to any rights available at law;

How you can Request to Close your Account 

6.2 If You wish to close Your Account, You may do so at any time, either by setting the closure request via the Responsible Gaming Page or by contacting customer support by sending an email to hey@casumo.com. Any funds in the Account will be remitted to You. The effective closure of the Account will correspond to the termination of these Ts & Cs which are the agreement between us, however any obligations already entered into shall be honoured.

6.3 If the reason for closure is a concern about possible gambling addiction You are requested to indicate this reason by stating “RG REason” so we may take appropriate steps to protect you from being able to re-register with us. We shall not be liable for any direct or indirect consequential damages, should an individual succeed in opening a new Account without being providing accurate and true information on succeeding to re-open that account wish us [or any of our brand or group companies]. We reserve the right to close an Account opened in breach of this rule at any point in time.

 

 

7. Deposits into Your Account

7.1 You are required to make a minimum deposit before You can bet or play. Specific information on the minimum required to participate in any welcome bonus or other promotional offer is available here: https://www.casumo.com/rog/bonus-terms/ or as part of any specific offer. Minimum deposit requirements that apply for each deposit method are specified in the deposit section within your Account.

7.2 You may use any of the payment methods available in your jurisdiction from time to time, and will be able to use funds to wager once they appear as cash balance on your Account. Processing times will vary depending on the nature of the payment method used. 

7.3 By depositing funds into Your Account, You direct Us and We agree to hold them, along with any winnings, for the sole and specific purpose of using them to (i) place any gaming stakes; and (ii) settle any fees or charges that You might incur in connection with the use of Our services. We may charge assigned fees for processing deposits. If such fees occur they shall be possible to see during the deposit process and shall also be seen in the deposit section on the Website.

7.4 We reserve the right to use additional procedures and means to verify Your identity (Know Your Client), both before and after effecting deposits into Your Account.

7.5. If We mistakenly credit Your Account with funds that do not belong to You, whether this is due to a technical or human error or otherwise, the funds will remain Our property and they will be transferred back to Us from Your Account. We further reserve the right to freeze and withhold any funds credited to Your Account in error and/or set-off any subsequent winnings owed to You against the same. If You would have withdrawn funds that do not belong to You before We become aware of the error the mistakenly paid funds will constitute a debt owed by You to Us. In the event of an incorrect crediting, You are obliged to notify Our customer support services immediately on hey@casumo.com.

7.6 You shall only use debit or credit cards and other financial instruments that are valid and lawfully belong to You.

7.7 Your account base currency denomination shall be stated clearly on your Account (example: USD, GBP or EURO). In case deposits are in a currency different to the denominated currency of Your Account, We, or the relevant third party payment provider, as the case may be, may convert Your deposit amount to the denomination currency before topping up Your payment account. Any funds You withdraw from Your Account will be sent to You in the requested currency and may incur a further exchange rate. We will use reasonable endeavours to ensure the conversion is clear and transparent to You and that any conversion costs are reasonable. Costs to exchange currency are borne by You.

7.8 We have a quick-deposit feature which allows You to make quick and safe deposits while staying within the gaming session. This feature is only available for customers who either use credit/debit card or Skrill as their depositing method. Customers are requested to ensure the feature is used in a responsible manner.

7.9 Deposits made to Your Account should be commensurate with game play and betting levels. If in Our sole discretion, there is suspicion of abuse (for instance, where a deposited amount has not been wagered or used for an appropriate level of game play and the player then makes a withdrawal request in relation to that deposited amount, or where We suspect that You are abusing exchange rate fluctuations for purposes of making a financial gain through arbitrage), We may to cancel any deposit(s), any withdrawal, freeze or confiscate such funds including winnings and close the Account indefinitely, without any warning and notification. We may also require satisfactory proof of deposit and additional copies of personal identification and other documents as may be required at any stage during the Account’s lifetime and in such instances prior to processing any withdrawal request, the processing of such request to be entirely at Our discretion. In cases where We are not satisfied by the submitted documentation, We may cancel the withdrawal and return the funds to the Account or confiscate the funds and block the Account indefinitely, and may report the same to the relevant authority. 

7.10 When a chargeback request has been received in relation to Your Account, We may contact You as the registered Account holder, so as to seek confirmation of Your identity, documentation or explanations regarding the chargeback. Reminders may be sent should the requested information not be received. Administrative fees may apply and the balance of Your Account may decrease in the case of unduly incurred chargebacks, reversals or other charges We may sustain in relation to Your Account. You acknowledge that We shall have the right to block an Account should We receive a chargeback request in relation to that Account. You are to note that any remaining funds held in an Account which has been blocked due to a chargeback request may be retained by Us.

 

 

8. Withdrawals

8.1 Details about our withdrawal policy are available here.

8.2 Available withdrawal options and associated fees are clearly stated on the Websites and may differ depending on the player’s place of residence or location. 

8.3 Withdrawals will be made to Your bank account or via other withdrawal methods available to You to choose from under the “Withdrawal” pages and/or as chosen by Us. Whenever possible, We shall pay out Your withdrawals using the same method You have utilised to make Your deposits. Withdrawal payouts may only be made in the name of and to the registered Account holder. We reserve the right to cancel withdrawals either to enforce a closed loop or to force the customer to withdraw via a particular withdrawal method.

8.4 It will not be possible to withdraw either funds marked as “Bonus Money” or funds stuck in an aborted game. Please refer to Our General Bonus Terms and Conditions.

8.5 Financing a bet or stake on a Game via the Internet may be illegal in the territory in which You reside. In such circumstances You are not authorised to use and finance Your Account for the purposes of placing a bet. Your participation in the products We provide in a territory where such participation is prohibited by law, shall not affect any stakes or payments made to and accrued for Our benefit. Moreover, You understand that it is Your sole responsibility to pay and proceed with all necessary diligence in relation to taxes on any winnings, if and where these are applicable.

8.6 The time for a withdrawal request to be finalised may vary due to circumstances, however a withdrawal attempt should be approved or denied within three (3) days. When a withdrawal is cancelled, the funds are returned back to Your Account and may be used. We do not assume any responsibility for any funds lost on Our Website following a withdrawal cancellation either by You or by Us.

8.7 Games, being the products we supply, are consumed instantly during gameplay. Thus, We cannot provide refunds, returns of monies, or cancellation of the requested service when playing or afterwards. If You play a Game with real money, the money will be drawn from Your Player Account instantly.

8.8 We reserve the right to pass on processing charges, fees on withdrawals, such charges shall appear on the cashier prior to the confirmation of the withdrawal request. 

8.9 In the event of a small stake relative to the deposit made, an administration fee may also be charged of 5% of the deposit (shown prior to confirmation of the withdrawal request.)

8.10 Acceptance of a withdrawal request shall be subject to You having made and sufficiently wagered a real-money deposit and in accordance to any other terms and conditions set out by Us. All withdrawal requests shall be subject to the transaction limits and withdrawal methods that We shall notify You prior to withdrawal. We retain the right to carry out verification at withdrawal stage should We deem this to be necessary and especially in cases where deposited funds have not been used for wagering.

 

 

9. Acceptable Use of Services 

9.1 You may only use our Services for lawful purposes, and in accordance with the full terms and conditions set out herein. 

9.2 You shall not allow any other individual, intentionally or unintentionally, to access and/or use Your Account or accept any prize or access and participate in any of Our services. You understand that You shall be fully liable for any losses incurred by a third party on Your Account and You shall immediately inform Us should You suspect that a third party has obtained access to Your Account, and shall assist Us fully in Our investigations into the matter.

9.3 You are not allowed to transfer funds from Your Account to other Players or to receive money from other Players into Your Account. Our Accounts are not transferable and it is prohibited for Players to sell, transfer or acquire Accounts from other Players.

9.4 You are responsible for determining whether Your accessing and using Our Website is compliant with the applicable laws in Your country and You warrant to Us that gambling is not illegal in the territory where You reside. We also prohibit persons located in (including temporary visitors) or residents of certain jurisdictions; for avoidance of doubt, access and registration from countries that do not feature on the dropdown options available at registration stage, is strictly prohibited. Moreover, you will not be able to access our site if you reside in any of the countries mentioned on the Restricted Territory list.

9.5 You may not use funds that originate from any illegal activity or source on our Website. We reserve the right to ban a player, close an Account and confiscate all funds therein where that player is reasonably suspected of engaging in fraudulent activities which include, but are not limited to: the use of stolen or falsified credit cards or account numbers, chip dumping, forgery, collusion, and the submission of data or documents which are forged, stolen or otherwise misappropriated.

9.6 You are not and shall not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation in any of the Games and shall not use any software-assisted methods or techniques or hardware devices for Your participation in any of the Games. We hereby reserve the right to close Your Account, invalidate any betting and confiscate any funds, should We suspect such behaviour.

9.7 You shall not access Games that are not available within Your region. Additionally, You shall not mask your IP address by using a VPN, proxy or otherwise when navigating on our Website.

9.8 You shall be courteous to other Players using the Websites, as well as support personnel employed by Us and avoid rude or obscene comments. The non-observance of these Ts and Cs and of the Game Rules shall not be tolerated under any circumstance.

9.9 You shall also not be permitted to hold an Account with Casumo if you collude, cheat, or engage in any activity which is a threat to the integrity of sports. Furthermore, if you are an athlete participating in competitions subject of any betting offers, you shall adhere to applicable statutes and regulations restricting Your participation in any gambling activity. Casumo will adhere to its reporting obligations should it identify any breach in this regard.

 

 

10. Verification 

10.1 The payment managers employed by Us will carry out additional verification procedures for payouts which exceed pre-defined thresholds, and for cumulative deposits exceeding two thousand Euro (€2000), or the approximate equivalent thereof in the currency of the territory in which You are resident. We further reserve the right to carry out such verification procedures in case of lower payouts and deposits. Such verifications may include but shall not be limited to, copies of a Player’s passport, National Identity Card, copies of a Player’s utility bills, and/or copies of the credit/debit cards used to make deposits. Where applicable, all identification documents provided should include a clear photographic image of the registered Player

10.2 Transactions shall be monitored in order to prevent money laundering and to counter the risks of possibly financing terrorism. We shall report any suspicious transactions to the competent authorities in the relevant jurisdiction. We may suspend, block or close an Account and withhold any funds therein, as we may consider necessary or appropriate in the given circumstances. 

 

 

11. Privacy & Cookies, Confidentiality, Data Retention 

11.1 In order to provide You with access to Our services, We need to process some of Your personal information. To understand how We use Your personal information You can read Our Privacy Notice and Cookie Notice respectively, including details for how to manage these.

11.2 All communication between You and Us is kept on record for compliance with applicable gaming, accounting, tax and financial laws. Information about our data protection and data retention policies may be obtained by sending a request to dpo@casumo.com.

 

 

12. Exceptional Circumstances & Aborted Games

12.1 Unexpected technical problems or circumstances outside Our control such as technical problems due to third party providers may result in Us having to void bets and give refunds to Players. You acknowledge that Your computer equipment or mobile device and Internet connection may affect the performance and operation of the Website, and for these reasons We cannot guarantee that the Website will operate without interruption, fault or error. We do not accept any liability for failures or issues attributable to any third party provider of software or services, or from hardware, software or connection used by You.

12.2 We have the right to limit, cancel and refuse bets which we consider too large or outside of our risk appetite, or we believe suspicious betting activity may be anticipated or taking place.

12.3 In the case that a game is “stuck” in a state where it is not being finished, for example a connection loss while playing an active hand at Blackjack, We have the right to “clean up” such bets on a regular basis and refund the bet/wager to Your account.

12.4 If a bonus campaign has in any way been misconfigured, We have the right to alter Players’ balances as well as other account details which would have been affected by the misconfiguration, so as to correct the mistake, to the extent however we are not precluded from doing so at law.

12.5 Should a game contain a bug or misconfiguration that causes incorrect behaviour or pay out, We have the right to remove the game and alter Players balances and account details in order to correct the mistake.

12.6 The Company is not liable for any downtime, server disruptions, lagging, or any technical or political disturbance to the game play. Refunds may be given solely at the discretion of the management.

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

12.8 We endeavour to ensure that the Website is available twenty-four (24) hours a day, however it shall not be held liable if for any reason the Website is unavailable at any time or for any period. We may remove any Game from the Website at any time We see fit and reserve the right to make changes or amendments, to alter, suspend or discontinue any of the content, products or services, including Your access to the Website.

12.9 In order for You to use particular products that We might offer, You may be required to download certain software. You may also be requested by some third party software providers to agree to additional terms and conditions that govern the use of their products. Should You not wish to accept such third party terms and conditions, please refrain from using their software. We do not accept any liability in relation to any third party software.

12.10 You are not allowed to abuse any error or instance of incompleteness on the Website, in the Client application, in any of the software or in any of the services provided by Us. Should You become aware of such an error or incompleteness, You shall refrain from taking any advantage thereof and notify Us immediately. If You do not comply with this clause and take advantage of or divulge any information about an error or incompleteness, We shall be entitled to any remedies available at law and this shall include compensation for any costs it may have incurred in association with any losses, which would have resulted from Your breach of this clause.

 

 

13. Complaints & dispute resolution procedure

13.1 You may wish to make a complaints regarding Our services. Information on how this may be done is found under the “Contact Us” or “Help” section. Alternatively, You may send Us an email to hey@casumo.com. We will do Our best to provide You with an outcome of the complaint within ten (10) days from the date on which the complaint is received. In cases where the complaint requires more time for it to be addressed, such a period may be extended by a further ten (10) days.

13.2 Complaints are handled in the customer support department and may be escalated within Our organisation in cases where the customer support personnel do not solve the case immediately. The Player shall be reasonably informed about the state of their complaint. We always endeavour to resolve complaints in the least time possible.

13.3 If You are not satisfied with Our resolution of Your complaint, You may report Your complaint to the alternative dispute resolution organisation eCOGRA. You may file Your complaint by clicking on the following link and filling in the appropriate “disputes” form: eCOGRA Alternative Dispute Resolution. eCOGRA is a third party organisation which offers independent adjudication in relation to betting and gaming disputes.

13.4 Alternatively, You may direct Your complaint to the Online Dispute Resolution (ODR) platform of the European Commission. This website is dedicated to helping consumers and traders resolve their disputes out-of-court, and may be accessed through this link: EC Online Dispute Resolution.

13.5 If You have a complaint which may affect the status of Our MGA license, particularly any claims that Our conduct is unlawful or conducted in a manner which is not safe, fair, or transparent, You may report Your complaint to the Malta Gaming Authority by email on support.mga@mga.org.mt.

 

 

14. Limitation of Liability

14.1 You acknowledge that the services offered on the Website are for entertainment purposes only. You are not required to use Our services and Your participation is at Your sole choice and discretion. You consequently enter the Website and participate in the Games at Your own risk. The Websites and the Games are provided without any warranty whatsoever whether this is express or implied. 

14.2 Without prejudice to the generality of the preceding provision, We, Our directors, shareholders, employees, partners and service providers:

14.2.1 Do not warrant that the Software, Games and the Websites are always fit for their purpose;

14.2.2 Do not warrant that the Software, Games and the Websites are free from errors;

14.2.3 Do not warrant that the Software, Games and the Websites will be accessible without interruptions;

14.2.4 Shall not be liable for any loss, costs, expenses or damages, whether direct, indirect, special, consequential, incidental or otherwise, arising in relation to Your use of the Websites or Your participation in the Games.

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

14.4 You hereby agree to fully indemnify and hold harmless Us, Our directors, shareholders, employees, partners, and service providers for any cost, expense, loss, damages, claims and liabilities howsoever caused, that may arise in relation to Your use of the Website or participation in the Games which is in breach of these Ts and Cs.

14.5 All information displayed on Our Website is provided for information purposes only, and not intended to constitute professional advice of any kind. Neither Us nor any of Our independent providers is liable for any information errors, incompleteness, inaccuracy or delays, or for any actions taken in reliance on information contained herein.

14.6 We reserve the right to terminate any events and/or games.

 

 

15. Intellectual Property

15.1 We, Our Group Companies and Our licensors (including any Third Party Providers) are the sole holders of all rights in the Software and the Software’s code, structure and organisation, including copyright, trade secrets, intellectual property and other rights. You may not, within the limits prescribed by applicable laws:

(i) copy, distribute, publish, reverse engineer, decompile, disassemble, modify, or translate the Software or make any attempt to access the source code to create derivative works of the source code of the Software, or otherwise;

  • (ii) sell, assign, sublicense, transfer, distribute or lease the Software;
  • (iii) make the Software available to any third party through a computer network or otherwise;
  • (iv) export the Software to any country (whether by physical or electronic means); or
  • (v) use the Software in a manner prohibited by applicable laws or regulations.

(each of the above is an “Unauthorised Use”).

15.2 The term “Casumo” and any other trademarks, service marks, signs, trade names and/or domain names used by Us on the Websites and/or its applications from time to time (the “Trademarks”), belong to Us and/or Our Group Companies and/or licensors, and these entities reserve all rights to such Trademarks. In addition, all content on the Websites, including, but not limited to, the Software, images, pictures, graphics, photographs, animations, videos, music, audio and text (the “Website Content”) belongs to Us and/or Our Group Companies and/or Our licensors (including any third party providers) and is protected by copyright and/or other intellectual property or other rights. You hereby acknowledge that by using the services and the Websites You obtain no rights in the Website Content and/or the Trademarks, or any part thereof. Under no circumstances may You use the Website Content and/or the Trademarks without Our prior written consent.

Additionally, You agree not to do anything that will harm or potentially harm the rights, including the intellectual property rights, held by Us, Our Group Companies and/or Our licensors (including any third party providers) in the Software, the Trademarks or the Website Content nor will You do anything that damages Our image or reputation or that of Our Group Companies, shareholders, employees, directors, officers and consultants.

 

 

16. Breaches and Termination

16.1 If You have, or We suspect that You have:

(i) breached any provision of the Agreement; or

(ii) been engaged in illegal and/or fraudulent activities when using the Website; or

(iii) had problems with creditors; or

(iv) been otherwise engaged in illegal and/or fraudulent activities; or

(v) Been otherwise engaged in activities which may be detrimental to Our business;

We retain the right to not open, suspend or close Your account, to to cancel any bets, and/or confiscate or withhold any winnings at Our absolute discretion. Any withheld winnings may be set-off against any amounts owed by You to Us by way of damages. You acknowledge that We may decide to take any or all of the foregoing actions in its sole and absolute discretion and any such decision shall be final.

16.2 Should We delay or fail to enforce Our rights under these Ts & Cs, this does not mean that We are losing or waiving these rights where set timelines have not been set out. The same shall also apply to You.

16.3 We will not be liable to You for any breach of these Ts & Cs which arises because of any circumstances that We cannot reasonably expected to control.

 

 

17. Severability

17.1 If any provision of these Ts & Cs is held to be illegal or unenforceable, such provision shall be severed from these Ts & Cs and all other provisions shall remain in force and unaffected by any such severance.

 

 

18. Assignment

18.1 We reserve the right to assign or otherwise lawfully transfer any of Our rights or obligations under these Ts & Cs to any entity which is a fully owned subsidiary of Casumo . You however, shall not assign or otherwise transfer any of Your rights or obligations under these Ts & Cs

 

 

19. Entire Agreement

19.1 These Ts & Cs and the documents referred to in it together constitute the entire understanding between You and Us with respect to the use of Our Websites and Our Services. 

 

 

20. Applicable law and jurisdiction

20.1 These Ts & Cs shall be governed by and construed in accordance with the Laws of Malta.

20.2 The parties agree that any dispute, controversy or claim arising out of or in connection with these Terms and Conditions, or the breach, termination or invalidity thereof, shall be submitted to the exclusive jurisdiction of the Maltese courts. We cannot accept responsibility under the laws of any other jurisdiction.

Version: 4

Updated: July 2021

 

 

Restricted Territory list

The jurisdictions included in the following list of Restricted Territories have significant strategic deficiencies in their regimes to counter money laundering, terrorist financing, and financing of proliferation, while others prohibit the offering of online casino or sports betting. The list is not exhaustive, it has to be read in conjunction with the contractual definition of Restricted Territories and it may change from time to time due to any change of regulations and/or enforcement action or commercial interest.

List of Restricted Territories:

  • Afghanistan
  • Albania
  • Barbados
  • Belarus
  • Botswana
  • Burkina Faso
  • Burundi
  • Cambodia
  • Central African Republic
  • China (PR)
  • Crimea Region
  • Cuba
  • Democratic Republic of the Congo
  • Eritrea
  • Fiji
  • France
  • Ghana
  • Haiti
  • Iran
  • Iraq
  • Israel
  • Italy
  • Kyrgyzstan
  • Laos
  • Liberia
  • Libya
  • Mauritius
  • Mongolia
  • Morocco
  • Myanmar
  • Nicaragua
  • North Korea
  • Palestinian Territories
  • Pakistan
  • Panama
  • Philippines
  • Poland
  • Russia
  • Rwanda
  • Senegal
  • Somalia
  • South Sudan
  • Sri Lanka
  • Sudan
  • Syria
  • Trinidad and Tobago
  • Turkey
  • Uganda
  • United States of America
  • Vanuatu
  • Yemen
  • Zimbabwe