2. SUBJECT MATTER OF AGREEMENT2.1 This agreement covers the arrangements between you and us in relation to your use of the Website and the Games whether you are playing for real money or playing for fun.
3. LEGAL REQUIREMENTS
3.1 You can only use the Website and the Games if you are of the legal age as determined by the law of the country where you live.
3.2 We wish to warn potential customers that underage gambling is an offence; We will not accept bets from persons under the age of 18. We reserve the right to ask for proof of age from any customer, and Player Accounts may be suspended until satisfactory proof of age is provided.
3.3 Some jurisdictions have not addressed the legality of online gambling and others have specifically made online gambling illegal. We do not intend that anyone should use the Website and/or the Games where such use is illegal. The availability of the Website and/or the Games does not construe an offer or invitation by us to use the Website and/or the Games in any country in which such use is illegal. Use of the Website and/or the Games is void wherever their use is prohibited by any applicable law. You accept sole responsibility for determining whether your use of the Website and/or the Games is legal in the country where you live. We have set out in paragraph 11.13 countries where access to or use of the Website and/or the Games is accepted (“Permitted Jurisdictions”).
4. HOUSE RULES
4.1.1 We reserve the right to cancel any Social Media Game with less than 5 participants and all Social Media Games last for 7 days unless specified otherwise.
4.1.2 You must be a funded player to be eligible to win points, bonuses, spins and prizes.
4.1.3 Usernames must be included in your answers for your winnings to be credited to your Player Account.
4.1.4 Player Account crediting will be completed within 48 hours of the end of the relevant Social Media Game and, if over a weekend, will be credited on the following Monday.
4.1.5 Physical, non-cash prizes are available to UK residents only. A player who wins a physical non-cash prize has 30 days to confirm their address for delivery otherwise the prize will be forfeited.
4.2.1 We will process any withdrawal request within 5 workings days provided that we have been able to complete our customer due diligence checks as required by applicable laws and regulations.
4.2.2 For your own protection and for quality and training purposes, telephone conversations and any other communications between you and us may be recorded and/or monitored. 4.2.3 We reserve the right to suspend and/or close your Player Account should you be found to be using offensive, abusive or violent behaviour towards our employees (as determined by us). We further reserve the right to take measures as deemed appropriate including reporting to relevant authorities and law enforcement agencies. 5. DEPOSIT AND WITHDRAWAL LIMITS AND RESPONSIBLE GAMING 5.1 Deposit Limits Players are given the opportunity to set an initial deposit limit prior to making their first deposit into their Player Account. Should players wish to change the deposit limits on their Player Account with us, they can do so by accessing the Responsible Gaming tab in the cashier which is signposted upon registration or by contacting our Customer Service department. Limits can be set daily, weekly or monthly. 5.2 Self-Imposed Deposit Limit A player is allowed to set self-imposed deposit limits at Kingjackcasino.com as set out in our Responsible Gaming policy. Player-led deposit limits are only increased after a cooling-off period of 24 hours has elapsed and only once the player has taken positive action at the end of the cooling off period to confirm his/her request. Deposit limits reductions are usually implemented upon request however changes could take up to 24 hours from the request being received to be applied to the relevant Player Account. Players can also implement deposit limits across all their accounts which are operated under Daub Alderney by contacting our 24/7 Customer Support team on 0800 901 2179 (Freephone) or 0203 887 2815 (Landline) or by emailing support[email protected]
Our Customer Services staff will be happy to provide any further information required. We reserve the right to agree or to refuse any request for an increase in or the removal of self-imposed deposit limits. We reserve the right to ask for documentary evidence for player identification and/or source of funds or wealth information before processing any request to increase or remove any self- imposed deposit limits. Players can either impose their own financial limits or choose to activate the house limits which will be the default limits assigned upon registration. We may change the house limits at its own discretion. For more information, please contact the Customer Service Team. 5.3 Withdrawal Limits A player can withdraw any amount available on his cash balance. All withdrawal requests will be subject to checks as laid out in point 11.5 and 11.8. Should you have any queries regarding your withdrawals please contact: [email protected]
5.4 Take a Break Players have the option to request to “Take a Break” at any time. Players can contact the Support Team and request to “Take a Break” for the following periods: 24 hours 48 hours 7 days 1 month. Passport Photo Driver’s LicenceA recent bank statement or utility bill (less than 3 months old) that shows your name and full address.A recent bank statement or utility bill (less than 3 months old) that shows your name and full address. If we have asked you to confirm your Source of funds/Wealth we accept: A copy of a recent bank statement (from the last 3 months) – don’t worry, we only need to see certain information, everything else can be hidden (see example)A copy of a recent pay slip/pension statement (from the last 3 months) A copy of a Trust deed clearly showing a consistent entitlement to funds A copy of an account statement showing funds recently won from another company Dated proof of an award/payment made to you Other clear evidence that would support "affordability" in relation to your playing with us. Once the “Take a Break” period has lapsed, the Player Account will be re-opened and the player will be sent a notification by e-mail. During a “Take a Break” period, customers cannot re-open their Player Account. If players would like a longer “Take a Break” period (up to a maximum of 6 weeks), they can contact the Support Team on 0800 901 2179 (Freephone) or 0203 887 2815 (Landline) or by emailing [email protected]
5.5 Self-Exclusion Any player who wishes to restrict himself/herself from gambling at Kingjackcasino.com can make use of our self-exclusion policy at any point in time. Upon such a request from a player, we shall close the player’s Player Account on all sites operated by Daub Alderney. The period of self-exclusion shall be for a minimum period of 6 months up to a maximum of 5 years. Any self-exclusion may, on request, be extended for one or more further periods of at least 6 months. During an exclusion period, the account cannot be re-opened for any reason. A player can self-exclude at any time by contacting our 24/7 Customer Support team on 0800 901 2179 (Freephone) or 0203 887 2815 (Landline) or by emailing [email protected]
with the player’s username and registered email details of the account which is to be closed .We will retain records relating to all self-exclusions for as long as is needed to enable our self- exclusion procedures to be implemented. A self-exclusion can be activated immediately without any cooling-off period. However, if a player wishes to consider the self-exclusion further (for example to discuss with problem gambling groups) the player may return at a later date to enter a request for a self-exclusion.Upon self-exclusion, subject to our compliance with all applicable laws and regulations, and provided that there has been no breach by the player of these terms and conditions, all remaining real money balances less any active bonuses, will be transferred to the player's bank card, bank account or transferred to any other payment method which we make available. Upon self-exclusion all future wagers, loyalty points, bonus funds and entries in any promotions will be forfeited. These will not be reinstated if the Player Account is reopened after the self-exclusion period. Player Accounts closed as part of our self-exclusion policy cannot be re-opened for any reason until the self-exclusion period has expired. Upon expiry of the self-exclusion period a player may request to re-open a closed Player Account by contacting our 24/7 Customer Support team on free phone 0800 901 2179 (Toll Free) or 0203 887 2815(Landline) with the details of the Player Account to be re-opened. When a request to re-open is made, a player will need to wait for a 24-hour cooling off period before that the Player Account can be re-activated. We will take all reasonable steps to ensure that whilst a player is self-excluded and after the self-exclusion period has lapsed, the player does not receive any marketing material from us. A self-excluded player accepts that we have no responsibility or liability whatsoever if the player continues to deposit and wager using other Player Accounts that have not been disclosed to us or that have been opened using different details or if the player successfully opens up a new Player Account with different personal registration information. If required, software is available to prevent an individual computer from accessing gambling internet sites. You can find more information on this at www.cybersitter.com and www.netnanny.com. For more information, please refer to our Responsible Gaming Page. 5.6 Game Session Reminders Players have the option to set a game session reminder and select a frequency at which the reminder will appear during their gaming sessions before commencing game play. Game session reminders will take into account real money bets only. Players can set their session reminders by visiting the Responsible Gaming Page. 5.7 Getting Help We want you to enjoy your time on the site, and as such encourage you to gamble responsibly while on Kingjackcasino.com. Please ensure you establish your deposit limits before you begin gaming, and you should never gamble if it interferes with your daily responsibilities or your recovery from any dependency. Kingjackcasino.com support the work of Gamcare, the national resource for gambling related problems, educational resources and training to ensure gaming remains a positive experience. Gamcare can be contacted through their website: www.gamcare.org.uk or on 0808 8020 133. If you feel you have a gambling problem, please ask yourself the following questions, the more you answer "yes" the more likely it is you have a gambling problem: Spending more money and time on gambling than you can afford. Finding it hard to manage or stop your gambling. Having arguments with family or friends about money and gambling. Losing interest in usual activities or hobbies like going out with friends or spending time with family. Always thinking or talking about gambling. Lying about your gambling or hiding it from other people. Chasing losses or gambling to get out of financial trouble. Gambling until all of your money is gone. Borrowing money, selling possessions or not paying bills in order to pay for gambling. Needing to gamble with larger amounts of money or for a longer time to get the same feeling of excitement or buzz. Neglecting work, school, family, personal needs or household responsibilities because of gambling. Feeling anxious, worried, guilty, depressed or irritable. 6. ACCOUNT CLOSURE 6.1 You have the right to close your Player Account at any time and you may indicate your desire to close your Player Account by calling us on 0800 901 2179 or by email [email protected]
and put the subject ‘Complaint’ in the email Chat Click here to open the chat box and click on the Complaints option Call United Kingdom 0800 901 2179 (Freephone) and 0203 887 2815 (Landline) - Standard rates may apply to the landline number. 3. We accept customer complaints through all these channels above and they can be made in person, spoken or written, over the telephone, via email or via third party intermediaries. 4. When making a complaint, please provide us with and the following: your username, full name and a summary of your complaint. 5. We will provide you with an acknowledgement of your complaint within 24 hours. 6. Our acknowledgment will include a copy of our Complaints Policy. We will also provide you with a copy of our Complaints Policy on request. 7.On receipt of your complaint we will conduct an investigation. 8. If you are not satisfied with our response to your complaint, we will escalate your complaint to our Management Team. 9. We aim to provide you with a response to your complaint as soon as practically possible and seek to resolve your complaint within eight weeks from the date on which we received your complaint, provided you have co-operated with the complaints process in a timely manner. 10. If it appears that it will take us longer than eight weeks to resolve your complaint, we will write to you to let you know the revised time scale for your complaint to be resolved. 11. After we have concluded our investigation we will write to you with a final response, which will confirm that we have either: 1. resolved the complaint; or 2. agreed we are at a 'deadlock' with you or that we have reached a stalemate and are unable to resolve your complaint. 12. Our final response represents the conclusion of our internal complaints procedure. Referral of unresolved complaints to an external independent Alternative Dispute Resolution (ADR) provider 13. Our final response will provide you with details of how you can refer your complaint to an external independent Alternative Dispute Resolution (ADR) provider for adjudication unless your complaint relates to a matter unconnected to the gambling services we provide (for example, if your complaint relates to the types of product we offer). We call these types of complaints "non-gambling related complaints". We will deal with all non-gambling related complaints internally as these are not appropriate for referral to our ADR provider. 14. There is no charge to you for referring your unresolved complaint to our ADR provider who is eCogra. eCogra are able to consider all unresolved complaints relating to the outcome of your gambling transaction including: account management issues, matters relating to your ability to withdraw funds or winnings, the application of bonus offers and our terms and conditions. 15. We have made arrangements for you to refer your unresolved complaints to eCogra. You can contact them directly here . A copy of the ADR provider's adjudication form is available here http://ecogra.org/ata/dispute.php . You will need to complete the form and submit it electronically. You may also file your complaint via the European Online Dispute Resolution (ODR) platform (http://ec.europa.eu/consumers/odr/) which allows customers and ADR providers to file, respond to, and handle disputes. Our appointed ODR provider is eCogra. 16. We aim to respond to requests for information about disputes from the ADR provider in full within 10 days of receiving the request. 17. eCogra reserves the right to reject disputes referred to it on the basis that they are frivolous or vexatious. 18. The ultimate resolution of your complaint when arrived at with the assistance of the ADR provider shall be binding on both parties, if agreed by you in advance of the ADR process starting. 19. We are required to notify the UK Gambling Commission of any outcome adverse to us (in whatever jurisdiction) in any proceedings taken against us by a customer in relation to a gambling transaction (but excluding proceedings allocated to the County Court small claims track or equivalent in jurisdictions outside England and Wales). For non – UK Players If you have a dispute or complaint regarding www.kingjackcasinocom, you should in the first instance contact our customer services team on the details listed in section 2 above. To the extent that you are not satisfied with our response you should contact our licensors: The Alderney Gambling Control Commission’s Complaint Procedure can be found on their website https://www.gamblingcontrol.org/ and they can be contacted here The Alderney Gambling Control Commission St Anne’s House,Queen Elizabeth II Street,Alderney, Channel Islands, GY9 3TB Telephone: + 44 (0)1481 825500 Email: [email protected]
16. NOTICES 16.1 You agree to receive communications from us in an electronic form in relation to non-marketing notices relating to the operation of your account. Electronic communications may be posted on the pages within the Website and/or the messages/help files of your client application, and/or delivered to your e-mail address. All communications in either electronic or paper format will be considered to be in “writing” and to have been received no later than five business days after posting or dissemination, whether or not you have received or retrieved the Communication. We reserve the right, but assume no obligation, to provide communications in paper format. 16.2 Any notices required to be given in writing to us or any questions concerning this Agreement should be communicated via email. Visit the Contact Us section on the website on the Contact page to email or speak to the support team. 17. CUSTOMER DUE DILIGENCE What is Customer Due Diligence? Customer Due Diligence, also known as CDD, is the process through which organizations collect certain facts about a customer (“Know Your Customer”) to limit its exposure to a range of risks, such as identity fraud and money laundering. Why am I being asked for CDD documents? At Kingjackcasino.com, we take CDD very seriously. It is part of our licence conditions with the UK Gambling Commission, and important for protecting our business and our players so that gaming remains a fair, fun, safe past-time for everyone. For CDD we reserve the right to ask you for proof of Name, Address, and Source of Funds/Wealth. Being asked for CDD documents is nothing to worry about, it simply helps us verify who you are so you can get on with the more exciting business of playing. Which documents do you accept for CDD checks? The documents we accept depends on the nature of the info we have requested from you. If we have asked you to confirm your NAME we accept: If we have asked you to confirm your ADDRESS we accept:If we have asked you to confirm your Source of Funds/Wealth, we accept:Where/how do I send my documents securely? You can simply scan/photograph your documents and email them to us at: [email protected]
Please note: we accept scanned copies of documents but reserve the right to request originals in some circumstances. What will happen to the information I give you? Rest assured that all information you provide to us will remain 100% confidential and treated in accordance with the Data Protection Act 1998. What happens if I do not provide you with the CDD info that you have requested? Please be aware that if you do not provide us with requested CDD info, we may have to place some restrictions on your account in line with UK Gambling Regulations. We do not want this to happen – we want you to be able to have the fullest experience possible at Kingjackcasino.com - so we thank you for your understanding and look forward to receiving your documents. Please note that your account may be closed if your source of funds have not been successfully verified. I’d like to know more about CDD, where can I see it? You can find more information about the Customer Due Diligence process at http://www.gamblingcommission.gov.uk/Home.aspx 18. GENERAL PROMOTIONAL TERMS AND CONDITIONS 18.1 A separate set of terms and conditions exists for your participation in promotional offers or bonuses available in connection with any Game from time to time. To view the applicable promotional terms and conditions, please visit the promotions tab on the Website and click on the Promo Terms & Conditions button. 18.2. General Promotional Terms and Conditions apply. For full details please read here. 19. MARKETING COMMUNICATIONS 19.1 We will not send you direct electronic communications unless you have given your prior consent. You may withdraw your consent at any time and provision to do (i.e. “unsubscribe”) will be offered within all such communications. You may also do so by changing the mailing options in your account settings at any time by following the steps below: Log in your account Select My Account Choose My Account SettingsUnder Communications Preferences, you can tick or untick the boxes based on your preferences. To save the changes please enter your password and click on Update Details. 19.2 If you withdraw consent, we will remove you from receiving such communications as soon as reasonably practicable. You will not then receive further electronic communications until you give your consent again. This does not include formal, non-marketing, notices relating to your account, as outlined in section 16 of these Terms and Conditions.