Terms and conditions
Here comes the boring bit. We’ve pulled together some important Ts&Cs you’ll need to know before you play in our top-notch casino. Just to warn you, it’s one long read written by a suit with no sense of humour. So, grab a comfy spot on the sofa and dive right in!
Terms and conditions last updated: 8th January 2020, 16:17 GMT+1
This page contains important information explaining your rights to access and use of the 32Red Online Casino website. By accessing this website you confirm your agreement to, and acknowledgement of, the following terms.
Please read these Terms of Service carefully before using the 32Red Online Casino website or downloading any Software made available on the 32Red Online Casino website.
32Red Ltd. is a British company incorporated and based in Gibraltar (company registration no. 83626) 32Red is proud to be licensed by the Government of Gibraltar and has linked with various organisations to bring you the very best and most secure casino gaming experience. 32Red Ltd. is also licensed by the UK Gambling Commission in accordance with the Gambling (Licensing and Advertising) Act 2014. All customers in Britain will have their gambling at 32Red regulated by the UK Gambling Commission. Details of our UK Licence can be found here.
32Red reserves the right to modify and update these Terms of Service at any time. We will ensure that any significant changes to the Terms of Service will be notified to you before such changes come into effect.
General Terms and Conditions
- 32Red General Terms And Conditions
- Changes to Terms and Conditions
- Registering and opening an account
- Information we collect about You and how it is used
- Username and Password
- Use of Services
- Placing a Bet or Wager
- Refusing Your Bet or Wager
- Fraud and cheating
- Remote Gambling
- Freezing Your account
- Closing Your account
- Dormant Accounts
- Events outside our control
- Limitations and Exclusions
- Chat Rooms
- Intellectual Property
- Promotions and offers
- Contact Us
- Governing Law and Jurisdiction
- Safer Gambling
- Complaints and Player Dispute Resolution
- Additional conditions for telephone
- Keeping Your money safe
1. 32Red General Terms And Conditions
By registering an account with 32Red (www.32red.com) (see Section 4 (Registering and Opening an Account)) and accepting 32Red's Terms and Conditions, you will enter into a legally binding agreement which incorporates these general terms and conditions ("General Terms and Conditions") and the rules for each of the products and services that we offer ("Game Rules") and any applicable third party terms and conditions in respect of the use of their software ("Third Party Terms"). The General Terms and Conditions, the Game Rules and the Third Party Terms are together referred to as the "Terms and Conditions". You agree to the use of electronic communications in order to enter into these Terms and Conditions and you waive any rights or requirements under applicable laws or regulations in any jurisdiction that requires an original (non-electronic) signature, to the extent permitted under applicable law.
You should read, and will be bound by the full Terms and Conditions when using the Services, however, for a summary of Key Terms please see Section A above.
The products and services that 32Red offers (via its websites and mobile applications) are together referred to as the "Services". Your agreement under these Terms and Conditions is with us for all the Services that You use.
The Rules for Sports Betting are detailed in the Kambi Sports Rules here and the Rules for each relevant casino game are available within the game. See our Casino pages.
Please note that these General Terms and Conditions shall prevail in the event of any conflict between the General Terms and Conditions and any of the Game Rules.
The Terms and Conditions are a binding legal agreement between You and 32Red Limited, a company incorporated in Gibraltar with company registration number 83626 and having its registered office address at Sovereign Place, 117 Main Street, Gibraltar, GX11 1AA, Gibraltar. 32Red Limited is licensed and regulated by the Gambling Commission of Great Britain (licence number 39430) in respect of customers located in Great Britain and the The Government of Gibraltar (under Licence numbers RGL 019 & RGL 045) supervised by the Gibraltar Gambling Commissioner in respect of customers located outside of Great Britain.
References in the Terms and Conditions to "us", "our" or "we" are references to 32Red Limited. For further contact details please see Section 25 of these General Terms and Conditions.
References to "You" and "Your" in the Terms and Conditions are to You as the end user of the Services.
3. Changes to Terms and Conditions
The Terms and Conditions govern Your use of the Services and supersede any and all prior agreements between You and us in respect of the same.
We may make changes to these General Terms and Conditions from time to time (including to comply with applicable law or a change in our regulatory requirements), at our sole discretion. We will notify You of any material changes to these General Terms and Conditions by providing a prompt with a link to the revised terms on our websites. Your continued use of the Services following such notification will be deemed binding acceptance of the changes. If any change is unacceptable to You, You should stop using the Services. It is Your responsibility to review the Terms and Conditions and any amendments to them each time You use the Services.
4. Registering and opening an account
To use the Services, You need to register and open an account with us ("Account"). You can open an Account by clicking the "Register" link on our websites or mobile applications. There are no set-up charges for opening an Account with us. When You open Your Account, You will be asked to provide personal information, including (but not limited to) Your first and last name, postal address, email address, date of birth and telephone number. You shall ensure that the details provided by You at registration are accurate and kept up to date. You can change some of Your details at any time by editing Your Account preferences using the facility provided on our websites. For further information about our collection and use of Your personal information, please refer to our Privacy Notice and Cookies Notice.
When opening an Account with us, You must fulfil our eligibility criteria and pass our anti-money laundering and verification checks (the “Requirements”) as described in Section 6 (Eligibility) and Section 7 (Verification) below. You must at all times continue to satisfy the Requirements, while You have an active account with us.
You can only register one (1) Account with us, which can then be used across all of the Services. If we identify that You have acted fraudulently or dishonestly in opening multiple/ duplicate accounts, we reserve the right to suspend or withhold any winnings/ funds that have accumulated on those accounts. We also reserve the right to close any and all accounts.
You must provide us with accurate information in relation to Your Account. It is Your responsibility to inform us of any changes to Your personal details which may impact on the use of Your Account (e.g. a change of address or new bank card details). If any of these details change, please notify us using: (1) the facility provided on our websites or mobile applications; or (2) via Customer Support using the contact details in the Help Centre.
We reserve the right to refuse to open an Account for any reason, including failure to meet the Requirements. Provided that Your registration application complied with our General Terms and Conditions, You have verified Your identity and no bets or wagers have been placed, we will send You any sum provided on deposit in respect of the failed Account by the method of payment You used to make the relevant deposit. If any bets or wagers have been placed, we reserve the right to void all such bets or wagers and return the deposit.
Any bets or wagers placed via Your Account must be for Your own benefit and not for the benefit of any third party.
5. Information we collect about You and how it is used
We process information about You in accordance with our Privacy Notice and Cookies Notice. Our Privacy Notice and Cookies Notice forms part of these Terms and Conditions and contains details on the types of information we collect and what we do with that information, which includes who it may be shared with and why.
We are entitled to share the information we hold on You which includes but is not limited to personal data and betting history with regulators, sporting bodies and other bodies, including the police, and law enforcement bodies in order to investigate fraud, money laundering or sports betting integrity issues and to comply with our regulatory duties.
We are entitled to share the information we hold on You which includes but is not limited to personal data, financial information and betting history with Kindred Group Plc and its subsidiaries, for all general business purposes, marketing, assisting with identifying problem gambling, the prevention of fraud and financial crime and in order to satisfy our legal and regulatory obligations. For further information on how personal data is used please see our Privacy Notice.
You must be 18 (eighteen) years of age or older to use the Services. By registering with us, You confirm that You are aged eighteen (18) or older. Underage gambling is a criminal offence.
Access to certain Services may not be legal for residents of, or persons located in, certain countries. We do not intend that the Services be used by persons in countries in which such activities are illegal. The Services do not constitute an offer, solicitation or invitation by us for the use of, or subscription to, betting, gaming or other services in any jurisdiction in which such activities are prohibited by law. In particular, residents of or persons located in any of the following territories must not use any of the Services. Click here to view restricted territories.
If You access any of the Services from a country other than the country specified as Your country of residence in the customer registration procedure, it is Your responsibility to check that accessing and using the Services are not prohibited and/ or restricted by local laws. We accept no liability if Your use of the Services is in contravention of the laws of the country in which You are located.
If we discover or reasonably believe that You are accessing the Services in a country in which the use of the Services is not legal or in jurisdictions from which we do not accept customers, we shall be entitled to immediately suspend or close Your Account and shall not be liable for any losses incurred as a result of such suspension or closure. In the case of closure, any balance on Your Account on the date of closure will be refunded to You as soon as practicable.
You warrant that you are not currently subject to a self-exclusion from a Unibet, bingo.com, 32Red account and you have not signed up to a national self-exclusion register (such as GAMSTOP) which excludes you from gambling.
We reserve the right to ask for proof of age and/ or address from You, and may suspend or restrict Your Account until You provide the requested information.
By accepting the Terms and Conditions, You authorise us to conduct any identification, credit or other verification checks that we may require (either for our own purposes or as required by applicable law or a regulatory body), including (but not limited to) checking any or all of the details You provide when registering or changing Your Account details (e.g. when You update the payment method linked to Your Account). In particular, we may verify that You are 18 (eighteen) years of age or older and that You are resident in the country in which You say You are resident. You agree to provide us with any information we may reasonably need in relation to such checks.
We may supply the information that You have given us to authorised credit reference agencies, who may check the details we provide against any databases (public or private) to which they have access and may keep a record of that check. We may share information with credit reference and fraud prevention agencies for use in credit decisions, identification checks and for fraud detection and prevention purposes. You agree that we may process, use, record and disclose the personal information which You provide in connection with Your registration in accordance with our Privacy Notice, and that such personal data may be recorded by us or the credit reference agencies.
- Will not be permitted to deposit, withdraw or gamble until we have verified Your name, address and DOB in accordance with our internal verification requirements.
- May have Your account restricted if You have not been fully verified in accordance with our internal verification requirements which may limit Your ability to deposit, withdraw and/ or gamble through the account.
- Once fully verified in accordance with our internal verification requirements, You will be able to withdraw funds and deposit freely, subject to ongoing monitoring and restrictions, which may be applied from time to time.
- Will be advised of any restrictions applicable to Your account and documents which need to be provided in order to be fully verified, prior to Your first deposit and following each login.
- If You are not advised of any restrictions or required documents, but we have been able to fully verify Your Account, You will be able to deposit, withdraw and/ or gamble, subject to ongoing monitoring and restrictions, which may be applied from time to time.
As well as the other checks we may undertake, You may be required to provide proof of identity and/ or proof of address to assist us with verification. If requested by us, You will need to send us the requested documents using the facilities made available for this purpose.
We reserve the right to request any documentation reasonably required in order to meet our legal and regulatory requirements or comply with our internal fraud prevention procedures, as required.
8. Username and Password
When You register with us, You will be able to choose a unique Username and Password for Your Account. Once You have set Your Username, we are unable to change it for You. If You wish to change Your Password, You may do so within the My Account section.
You may not in any circumstances nominate or allow any person to be an authorised user of Your Account. It is Your responsibility to ensure that You do not reveal Your Username and Password to anyone else. We shall be entitled to assume that all bets or wagers placed when Your Username and Password have been entered correctly are valid and made by You, whether or not such transactions were authorised by You. We shall not be liable for any claims in the event that You disclose Your Username and Password to anyone else or where Your negligence or deliberate act has contributed to such third party access to Your Account.
It is Your responsibility to maintain the confidentiality and security of Your Account information, Username and Password. If young persons are sharing or have access to Your devices, You may wish to install parental control software. You should change Your Password on a regular basis via the link on our websites or mobile applications. You should notify us of any unauthorised use of Your Account as soon as You suspect it or otherwise become aware of it.
If You repeatedly enter Your Password incorrectly, Your Account will be locked for security purposes. If You lose or forget Your Username and/ or Password You can retrieve the details or, if You need to, unlock Your Account using the tools provided on our websites and mobile applications. Alternatively, You can contact our Customer Support using the contact details in the Help Centre and subject to sufficient security and verification checks we will reset Your Username and/ or Password for You. If You suspect that someone else has obtained Your Username and Password, You must contact our Customer Support using the contact details in the Help Centre.
To make a deposit, click on the "Deposit" link of any of our websites or the mobile applications or contact our Customer Support using the contact details in the Help Centre. It is also possible to deposit funds whilst playing a game such as Roulette. To do so, click the “Account” or “Cashier” button within the game window and follow the onscreen instructions to enter the amount You wish to deposit, which payment method You wish to deposit from, Your security credentials requested and then click on the deposit button to process the payment.
All amounts paid into Your Account must be by debit card (Visa Debit, Maestro, Mastercard or Visa Electron) or using an online payment service (e.g. PayPal and other providers we may accept). All deposits may be subject to Your bank and/ or payment provider’s authorisation and we accept no liability where this is not provided. For the avoidance of doubt, You can no longer pay any amounts into Your Account by credit card (Mastercard, Visa) by any means including by way of any credit card registered with an online payment service (e.g. PayPal, Apple Pay, Google Pay or other such providers).
When using a debit card or online payment service, You must make sure that the name on the card or payment service is the same as the name used for Your Account. We are entitled to assume that You are using Your own funds and we accept no liability where that is not the case. We reserve the right to void any bets and withhold any winnings placed with third party funds.
The payment methods available for the Services are further detailed in the Deposits page in the Help Centre. To change Your payment method, please use the facility provided on the websites and/ or mobile applications or contact our Customer Support Team.
All deposits must be in the currencies available on the Services from time to time. If you choose to deposit in another currency you may incur an FOREX currency exchange fee.
The minimum and the maximum deposits for all payment methods are further detailed in the Deposits page in the Help Centre.
We reserve the right, acting reasonably, to change the minimum deposit and maximum without prior notice. We will publish any change to the minimum deposit amount on our websites.
We will never charge You for making a deposit. However, certain banks may charge if they classify the deposit as a "cash" transaction or impose additional banking charges or overdraft fees. Please ask Your bank for more details.
Your deposit will be available in Your Account as soon as Your bank authorises the amount You choose to deposit. Deposits will usually show as “32Red” on Your statement (depending upon your bank).
Funds in Your Account do not bear interest and are deemed to be advance payments for intended transactions.
We are not a bank and monies deposited with us are held in a normal bank account. Please see Section 31 (Keeping Your Money Safe) for more information.
You should only deposit money in Your Account for the purposes of using such money on the Services. We shall be entitled to suspend or close Your Account if we reasonably believe that You are depositing money without any intention to use such money on the Services. In such circumstances we may also report You to the relevant authorities.
Subject to these General Terms and Conditions, we will credit Your Account with Your winnings as soon as practicable.
The maximum winnings for Sports Betting shall be as detailed in the Kambi Sports Rules here. Please note that these restrictions apply regardless of stake. Winnings will usually be paid without You needing to make a claim. If You believe that You have not received any winnings due to You then You should notify us as soon as possible and provide evidence for Your claim. No claim for winnings may be made more than six months after the date on which the relevant event completed.
We reserve the right to suspend the payment of winnings in the event of the occurrence of an event outside our control (see Section 20 (Events Outside our Control)). We will pay You any winnings due to You as soon as reasonably practicable after the relevant event outside our control has ceased.
You are responsible for reporting Your winnings and losses if such reporting is required by Your local law or tax authorities. It is Your responsibility to pay any tax or levy due on any winnings paid to You by us.
If we credit winnings to Your Account in error, those funds are not available for use and we will void any transactions involving such funds. We reserve the right to, at any time, withdraw the relevant amount from Your Account and/ or reverse the transaction.
Subject to these General Terms and Conditions, You may withdraw the available funds from Your Account at any time. Funds will remain in Your Account unless and until You submit an online request for an amount up to the outstanding balance to be transferred to the debit card or online payment service with which You originally deposited monies in Your Account.
To withdraw funds from Your Account, visit the Withdrawals page in the Help Centre, or call our Customer Support Team.
Once You have submitted a withdrawal request, You will receive a confirmation message that the transfer has been actioned and the balance of Your Account will then clear to zero or the balance of the amount not withdrawn. If You reduce the balance of Your Account down to zero, to place any further stakes You will need to transfer a minimum deposit of £10 (or other amounts as may be applicable at that time) into Your Account.
Where funds are transferred, they will leave us at the close of business on the working day on which such transfer was requested and will be credited to the debit card or online payment service that You have registered with us. These funds will be subject to a clearance period determined by the card issuing bank (normally 2-5 working days) or online payment service (normally same day).
At our reasonable discretion, requests for withdrawals may be held for approval before being processed.
For further information concerning withdrawing funds, please see the Withdrawals page in the Help Centre. The standard minimum withdrawal amount is £10 or £100 for bank transfers (or its equivalent in another currency) as may be amended from time to time. However, customers who have a balance lower than this minimum can contact our Customer Support Team in order to withdraw the full balance amount. Please note that Your bank or card provider may also have restrictions.
We reserve the right to change the minimum and maximum withdrawal levels at our reasonable discretion. We will publish any changes on our websites in accordance with Section 3.2 (Changes to the Terms and Conditions) above.
We do not make a charge for withdrawals to online payment services, UK debit cards or to international Visa cards issued in non-restricted countries. Please consult Your card-issuer for a list of relevant non-restricted countries. We do not allow any transfer of funds between our customers' Accounts.
12. Use of Services
We reserve the right to suspend, modify, remove and/ or add a product to the Services at our reasonable discretion on prior notice to You wherever possible, however some amendments to products or the Services may be required to be made with immediate effect and without notice.
You must not misuse our websites by knowingly introducing software, technology or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to: our websites; the servers on which our websites are stored; or, any server computer or database connected to our websites or mobile applications. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing Your identity to them.
You agree that You will not use the Services in any way that may lead to the encouragement, procurement or carrying out of any criminal or unlawful activity, or cause distress, harm or inconvenience to any other person.
You agree that You will not use the Services in any way other than for Your personal use and for Your own benefit. Any bets or wagers placed through Your Account that are not for Your own benefit (including for the avoidance of doubt placed in connection with any bet management or brokerage service) are forbidden unless agreed by us (in writing) in advance.
You agree not to give any indication that You have any commercial relationship with us or that You are our agent.
The information which we or third parties provide (including results, statistics, fixture lists, odds and betting figures) on our websites and Services is for Your personal use only and the distribution or commercial exploitation of such information by You is strictly prohibited. We do not give any commitment or warranty in relation to the uninterrupted provision of such information, its accuracy or the results obtained through its use. No information which we or third parties provide on our websites and Services is intended to amount to advice or recommendations and is provided for information purposes only. All bets are made at Your own risk.
We do not guarantee which products will be available on the Services. The Services are provided on an 'as is' and 'as available' basis. Whilst we use reasonable efforts to ensure that the Services run smoothly, we cannot promise that the Services will be free from errors or omissions nor that they will be available uninterrupted and/ or in a fully operating condition.
We will provide the Services with the reasonable skill and care as described in these Terms and Conditions. We do not make any other promises about how the Services will be provided.
In order for You to use certain Services, in particular our Casino Services, it may be necessary to provide You with software provided by a third party. The provider of such software may require You to agree to additional terms and conditions governing the use of their products which you will be made aware of for acceptance as required. You shall not interfere with, modify or reverse engineer any software provided to You by us or any third party. We do not accept any liability in respect of any third party software.
We receive commentaries, news feeds, scores and other content from a number of third parties, which may carry terms and conditions governing their use. We do not accept any liability in respect of such content. Where the Services link to third party websites, content and resources this does not constitute an endorsement by us of that third party’s website or their products or services and we do not accept any liability in respect of Your use of such sites.
13. Placing a Bet or Wager
You may only place a bet or wager up to the value of the cleared funds in Your Account. We do not offer any credit. We reserve the right to void any bet or wager which we may have accepted by mistake when Your Account did not have sufficient cleared funds.
We only accept bets or wagers made online (including via our mobile applications). Bets and wagers are not accepted in any other way, including by email, post or fax, and will not be valid if received in such a way.
It is Your responsibility to ensure that the details of Your bet or wager are correct. Once a bet or wager has been confirmed by us, You may not cancel or change it without our consent. If You've placed a bet or wager and wish to cancel or change it, please contact Customer Support using the contact details in the Help Centre before the event has started and we will consider Your request, although any decision will be at our reasonable discretion.
Bets or wagers made online or via our mobile applications are not guaranteed unless You receive an on screen receipt from us which is confirmation that the bet is accepted. The process for placing wagers may vary depending on the applicable Game Rules but in any event a wager will only be valid where You receive confirmation from us of the details of the wager and that the wager has been accepted.
We reserve the right to limit the maximum amount a customer may place on any market, bet or wager at our discretion.
14. Refusing Your Bet or Wager
We reserve the right, acting reasonably, to refuse all or any part of a bet or wager, void any accepted bet or wager and withhold settlement if we have reason to believe:
- You have insufficient funds in Your Account.
- You are under 18 (eighteen) years of age.
- You are involved in fraud, money laundering, collusion, match rigging or cheating of any kind.
- You are in a jurisdiction (or a resident of a jurisdiction) that renders the provision of our products to You or Your use of them illegal.
- You are in breach of the relevant Game Rules.
- You are found to be using multiple Accounts or a duplicate Account.
- A bet or wager may breach the governing rules of the relevant sport or event in question or jeopardise the integrity of the sport or event in question.
In the event of a warning being received by us in relation to irregular betting patterns and possible instances of event manipulation, we reserve the right, at our reasonable discretion, to:
- suspend our offering on any event or series of events in any of our markets; and
- delay and/ or withhold payment on any event or series of events until the integrity of such event or series of events has been confirmed: by the relevant sports federation; or by us using our reasonable discretion.
Further, in the case of active event manipulation being confirmed as having taken place on any event or series of events, we reserve the right, in our absolute discretion, to suspend any bets placed on such events, either by any individual identified as having possessed insider betting knowledge or information or by any other individual who in our reasonable opinion is connected to, acting in conjunction with, or in any way involved with such individual or the event manipulation.
15. Fraud and cheating
15.1 We will not tolerate any fraudulent activity or cheating. If we consider in our reasonable discretion that You have: (1) dishonestly manipulated the Services or taken an unfair advantage of us or the Services; or (2) attempted to defraud us or any other customer or legal entity, we reserve the right to suspend and/ or close Your account withholding any or all winnings and share information (together with Your identity) with the police and other appropriate authorities. A non-exhaustive list of what we consider to be fraudulent activity or cheating is set out below:
- identity fraud;
- payment fraud;
- money laundering;
- third party funding;
- using stolen or fraudulent payment details;
- collusion with other individuals;
- utilisation of software to gain an advantage;
- chip dumping;
- exploitation of loopholes within our software & functionality;
- betting on fixed sporting events; or
- insider information.
15.2 You will not in any way interfere, interrupt, attempt to interrupt, or attempt to manipulate the operations of the Services or the normal play of any of our products. Failure to comply with this rule may lead to Your exclusion from the Services, forfeiture of any winnings from such prohibited behaviour and to possible criminal and civil investigations. In particular, You will not use or attempt to use any artificial intelligence, automated players (bots) or player assistance software but will play personally via the interfaces provided by us only.
15.3 Collusion between You and any of our other customers, as determined at our reasonable discretion, by sharing “hole” cards or by any other methods is strictly forbidden. To detect collusion, we use sophisticated software to analyse hands, game play history and suspicious activities. Our system monitors card history, betting patterns, player history and gameplay, including all bets, for all customers, up to and including the last round of betting where applicable. We also look at various other sources of information as part of our anti-collusion checks. We reserve the right, in addition to other measures, to restrict seating and/ or to prohibit customers from playing at a particular table or in a tournament, including restricting two or more customers from playing together at the same table or in the same tournament and You agree to cooperate fully with us in respect of such measures and to investigate any such activity.
15.4 Where we reasonably believe that "match-rigging" has taken place, either as a result of the size or volume of bets received, or from other evidence (including where You are suspected of improper activity with any other online gambling site or services), or where the integrity of an individual event is called to question, we reserve the right to withdraw an offer, temporarily withhold payment and ultimately to declare bets on that event void.
15.5 If we reasonably consider that any of the events referred to in Sections 15.1 to 15.4 above may have occurred or are likely to occur we reserve the right to:
- close or suspend Your Account; and/ or
- withhold and/ or retain any and all amounts which would otherwise have been paid or payable to You (including without limitation any winnings or bonus amounts).
15.6 If we close or suspend Your Account for any of the reasons referred to above in this Section 15, You shall be liable for any and all claims, losses, liabilities, damages, costs and expenses incurred or suffered by us (together “Claim”) arising as a result of or in connection with Your fraud, dishonesty or criminal act and You agree to fully compensate us for any costs, charges or losses sustained or incurred by us (including any direct, indirect or consequential losses, any loss of profit and any loss of reputation) in respect of such Claims.
16. Remote Gambling
You are gambling via an electronic form of communication and consequently You should be aware that:
1.1 You may be using a connection or equipment which is slower than such equipment used by others and this may affect Your performance in time critical products (e.g. in-play betting); and
You may encounter system flaws, faults, errors or service interruption caused by unexpected flaws, faults or errors in the software, hardware or networks used to provide the Services. Where such flaws, faults or errors cause a product to be interrupted in circumstances where it cannot be restarted from exactly the same position without any detriment to You or we will take all reasonable steps as soon as practicable to remedy the problem and ensure that You are treated fairly according to the circumstances.
17. Freezing Your account
In certain circumstances, we may need to void any transactions and freeze the funds in Your Account so that such funds will be temporarily unavailable for You to play with. We will only do so where we have reason to believe that:
1.1 Your Account may be being used for fraudulent purposes or cheating in breach of Section 15 (Fraud and Cheating)), for the purposes of money laundering or in such a way as to jeopardise the integrity of the sports or events on which we offer betting markets;
1.2 there is a technical fault or error (including but not limited to a defect in the operation of the random number generator) in our or any third party’s software used in connection with the Services or any game on our websites (“Malfunction”);
1.3 You have opened or are using multiple Accounts or a duplicate Account;
1.4 You are under 18 (eighteen) years old;
1.5 bets or wagers placed via Your Account are not for Your own benefit (including in connection with a bet management or brokerage service) and this has not been agreed by us in advance;
1.6 You have provided incorrect details to us; or
1.7 You are accessing the Services in contravention of the laws of the country in which You are located.
Until our investigations are completed and until we are satisfied (acting reasonably) that the cause of our concerns no longer exists we may continue to freeze the Account, opt to close it in accordance with Section 18 (Closing Your Account) and/ or void any open bets or wagers and reclaim any and all winnings that you are not entitled to due to our investigation concluding (at our reasonable discretion) that a breach of Sections 17.1 has occurred.
18. Closing Your account
You have the right to close Your Account at any time. You should make a request to close Your Account by telephone or in writing via e-mail, live chat or letter; see Section 25 (Contact Us) for details. We will respond within a reasonable time. You remain responsible for activities using Your Account until it is closed. Upon our confirmation of the closure of Your Account, we will notify You and provided that You have complied with these Terms and Conditions, send You the sum on deposit in Your Account by a method of payment determined by us. We may at any time off set any positive balance on Your Account against any amount owed by You to us (including under a duplicate Account) where, by way of an example, we re-settle any bets, wagers or payment errors. Any negative balance on Your Account will fall immediately due and payable to us and Your Account will be closed only when this amount has been fully repaid. If You have any unsettled bets on Your account at the time of Your account closure, these bets will stand unless we advise You otherwise and You can contact us to collect any winnings arising from such bets.
We reserve the right, at our reasonable discretion, to close Your Account and/ or void any bets or stakes and/ or withhold Your Account balance and/ or recover from Your Account the amount of any affected pay-outs, bonuses and winnings and/ or implement a permanent ban from the Services for the following reasons:
2.1 we, acting in good faith, have reason to believe that You are in breach of a material provision of these Terms and Conditions including but not limited to Section 6 (Eligibility) in respect of underage gambling and the use of the Services in contravention of the laws of the country in which You are located and Section 15 (Fraud and Cheating);
2.2 we become aware that You have used or attempted to use the Services for the purposes of fraud, collusion or unlawful or improper activity;
2.3 we become aware that You have played at any other online gambling site or services and, in connection with the same, are suspected of fraud, collusion (including in relation to charge-backs), cheating or unlawful or improper activity;
2.4 You fail to provide us with accurate information in relation to Your Account;
2.5 we, acting in good faith, have reason to believe that You have opened or are using multiple Accounts or a duplicate Account;
2.6 where we have taken the steps to void a bet or wager for one of the reasons set out in Section 14 (Refusing Your Bet or Wager) above, Your actions leading to that shall be considered a breach of these Terms and Conditions and shall entitle us to close Your Account;
2.7 You misuse our websites;
2.8 we are required to do so by any regulatory authority or court;
2.9 we discover that You are accessing the Services in contravention of the laws of the country where You are located; or
2.10 You become bankrupt, if You do not make payment of a court judgment on time, if You make an arrangement with Your creditors, or if any of Your assets are the subject of any form of seizure or if analogous proceedings are brought in relation to You anywhere in the world.
You agree to compensate us for any costs, charges or losses sustained or incurred by us (including any direct, indirect or consequential losses, any loss of profit and any loss of reputation) arising where we close Your Account in accordance with Section 18.2 above.
19. Dormant Accounts
19.1 If You do not use Your Account for betting or gaming for a period of 12 consecutive months then it will become an "Inactive Account". Inactive Accounts may incur an Inactive Account Fee, as set out below. In the event that We apply an Inactive Account Fee then the following would apply:
- We would notify You and assist You should You wish to make use of Your Account again.
- If Your Account remains an Inactive Account, for not less than 30 days following our first notification, and after attempting to withdraw the balance back to Your last payment method, We would deduct a monthly Inactive Account Fee from Your Account balance of 5% of the value of the balance or £5 (or currency equivalent), whichever is the greater.
- The monthly Inactive Account Fee would be deducted in the first month after Your Account becomes an Inactive Account, and on each month thereafter that it remains an Inactive Account.
- If and when Your balance reaches zero, no further Inactive Account Fees will be applied.
If at any time an Account Holder contacts us seeking a refund of Your Account balance (balance as at the point that the Account became an Inactive Account), We shall process such refund, subject to the Account Holder’s compliance with these Terms and Conditions and our legal and regulatory obligations.
20. Events outside our control
We are not responsible for any events beyond our reasonable control. Such events might include network failures, malfunctions to our systems or third party systems, war, terrorist activity, riots, malicious damage, fire, flood, storm, nuclear accident or compliance with any new law or governmental order, rule, regulation or direction.
We may also suspend or cancel the Services or any part of the Services if, despite making reasonable efforts to do so, we are not able to provide that part of the Service to You as a result of events beyond our reasonable control.
21. Limitations and Exclusions
Nothing in these Terms and Conditions is intended to:
1.1 exclude or limit our liability for fraud or for death or personal injury resulting from our negligence; or
1.2 limit Your statutory rights (statutory rights include, for example, that we will provide the Services to a reasonable standard and within a reasonable time). For more information about Your statutory rights, contact Your local consumer protection organisation (the Citizens Advice Bureau (http://www.citizensadvice.org.uk/) or Trading Standards Office (http://www.gov.uk/find-local-trading-standards-office) if You are located in the UK.
Except under Section 21.1 above and save in respect of any winnings lawfully due to You in accordance with Section 10 (Winnings) above, our maximum liability to You under these Terms and Conditions in relation to any one incident or series of related incidents is limited to the greater of: (a) where such liability relates to a specific bet or wager, the value of such bet or wager paid by You; (b) where such liability relates to the misapplication of funds in Your Account, the amount that has been lost or misplaced; or (c) £10,000 pounds.
Subject always to Sections 21.1 and 21.2 above, we will not be liable under the Terms and Conditions for any loss that could not have been reasonably expected by You and us at the time You register or at the time You enter into a transaction for Services, such as any loss of income, business or profits or any information which is lost or corrupted. We will not be liable for any damage or loss suffered or incurred by You as a result of:
3.1 any use of the Services in breach of these Terms and Conditions (including any use of the Services for commercial or business purposes);
3.2 failures caused by the equipment You use to access our websites, call centre or mobile applications or failures in any network (including failures by Your internet service provider);
3.3 any incomplete, lost or delayed transactions (including as a result of technical failure);
3.4 damage to Your equipment (e.g. desktop, laptop, mobile, smartphone, tablet, games console or other internet-enabled device) or for any loss or corruption of data that results from Your use of our websites or mobile applications (and we cannot and do not guarantee that any files that You download are free from viruses, contamination or destructive features) EXCEPT THAT if any defective digital content that we have supplied to You damages a device or digital content belonging to You and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay You compensation;
3.5 the accuracy, completeness or currency of any information services provided by us or third parties (including but not limited to prices, runners, times, results, live scores or general statistics);
3.6 any loss whatsoever arising from Your abuse or misuse of Your Account or the Services;
3.7 any failure on our part to observe any self-exclusion policies that we may have in place from time to time;
3.8 any failure on our part to interact with You where we may have concerns about Your activities;
3.9 any event outside our control as set out in Section 20 (Events Outside Our Control); or
3.10 our closure or suspension of Your Account in accordance with these Terms and Conditions.
You agree to compensate us for any costs, charges or losses sustained or incurred by us (including any direct, indirect or consequential losses, any loss of profit and any loss of reputation) arising directly from Your fraud, dishonesty or criminal act.
Without limiting any other rights or remedies available to us, we may at any time set off any positive balance in Your Account (or any duplicate Account) against any amount owed to us by You. You agree that any Account balance may be used to finance any costs incurred as a result of Your fraudulent activity, such as chargebacks on multiple/duplicate Accounts or the reimbursement of funds back to the customer(s) who were colluded against.
22. Chat Rooms
We may provide You with a chat facility within certain of the Services to enable You to communicate with other customers or the dealer. As a condition of Your use of the chat facility, You agree to comply with following terms and any additional rules that may found on our websites or mobile applications:
1.1 You shall use English to communicate, as this is the designated language of the public chat facility;
1.2 You shall not make any statements that are threatening, sexually explicit or offensive, including but not limited to messages that are expressions of bigotry, racism, hatred, prejudice or profanity;
1.3 You shall not make statements that are abusive, defamatory or harassing or insulting to other customers including whilst waiting for other players to make a move;
1.4 whilst in play You shall not discuss table strategies with other customers, chat about the current hand or engage in any other communication that might give an advantage to other customers or could be classed as collusion;
1.5 You shall not make statements that advertise, promote or otherwise relate to any other websites or online or offline ventures, discuss illegal activities or post personal details;
1.6 You shall not make statements about us or the websites or any other website connected to us that are untrue and/ or malicious and/ or damaging to us;
1.7 You agree not to hold us responsible for the publication of user content within the chat facility; and
1.8 You agree not to post any content that You do not have the right to post.
You acknowledge and accept that Your communications on the chat facility are not private or confidential, and may be viewed and used by others accessing the Services.
You agree to notify our Customer Support Team if You think You see any customers colluding or sharing key information via the chat facility or if You have been a victim of chat abuse. We will keep Your complaint anonymous and deal with every case seriously.
We may review chat content, keep a record of all statements made on the chat facility and take necessary action retrospectively if necessary. If we feel any content You post on chat is unsuitable, we may mute or suspend Your ability to use the chat facility, certain other Services or close Your Account at our reasonable discretion, if we feel any content You post on chat is unsuitable or unlawful we may; remove the content, mute or suspend Your ability to use the chat facility and other Services we provide, and close Your Account where Your activity may be reported to Your Internet Service Provider (ISP) or the relevant authorities.
23. Intellectual Property
All intellectual property rights in our websites and mobile applications and all material and/ or content made available on the Services (including but not limited to rights in the products and services offered, all code, software, animations, graphics, music, sound, photographs, video content or text, and the selection and arrangement thereof) or otherwise by us shall remain at all times our property or the property of our third party licensors.
The names, images and logos identifying us, our partners or third parties and our/their products and services contained in our websites and mobile applications are proprietary marks and may not be reproduced or otherwise used without express permission.
Nothing contained in these Terms and Conditions shall be construed as conferring by implication any licence or right to use any trademark, patent, design right or copyright that belongs to us or any third party.
24. Promotions and offers
From time to time we offer promotions and offers to new and existing customers. These promotions and offers will have their own additional terms and conditions.
Please note that the terms and conditions for a promotion or offer shall prevail in the event of any conflict between the General Terms and Conditions and the terms and conditions for a promotion or offer.
All promotions and offers are limited to one per person.
We reserve the right to amend the terms and conditions of or withdraw any promotion or offer at any time at our reasonable discretion on prior notice to You wherever possible, however the promotion may be amended or withdrawn without notice, temporarily or permanently, if reasonably necessary to do so.
25. Contact Us
- For any enquiries concerning Your Account and or the Services, please contact Customer Support using the contact details in the Help Centre.
If we need to notify You under these Terms and Conditions, we will do so by email to the email address registered to Your Account.
We may wish to transfer our rights or obligations or sub-contract our obligations under these Terms and Conditions to another legal entity. You agree that we may do so provided that this will not adversely affect the standard of service You receive under these Terms and Conditions. In the case of transfer only, after we notify You of the date on which we will transfer our rights and obligations under these Terms and Conditions to another legal entity, Your only rights under or in connection with these Terms and Conditions will be against the new legal entity and not against us. As set out in Section 18.1, You may close Your Account with us at any time.
These Terms and Conditions are personal to You. You may not transfer Your rights or obligations under these Terms and Conditions to anyone else.
If You breach these Terms and Conditions and we take no action against You, we will still be entitled to use our rights and remedies in any other situation where You breach these Terms and Conditions.
If any part of these Terms and Conditions is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.
These Terms and Conditions are not intended to give rights to anyone except You and us. This does not affect our right to transfer these Terms and Conditions under Section 26.2.
These Terms and Conditions are only available in the English language.
27. Governing Law and Jurisdiction
These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales.
Unless otherwise specified in the Game Rules, disputes arising in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
28. Safer Gambling
- We are committed to Safer Gambling and have a number of self-help tools to help You manage Your gambling, follow this link to the Safer Gambling page of the Website.
29. Complaints and Player Dispute Resolution
If You wish to lodge a complaint in respect of the Services, You should do so with our Customer Support using the contact details in the Help Centre. The parties should do their utmost to reach an amicable settlement within a reasonable time. 32Red will use reasonable endeavours to reply promptly to all complaints and, in any event within not more than 8 weeks from the date of a complaint being raised.
In the event that a complaint is not resolved to Your satisfaction by us within 8 weeks of it being raised, the complaint becomes a dispute, and You may refer the dispute free of charge to the independent third party dispute resolution. We use eCogra as an alternative dispute resolution. Disputes may be filled under http://ecogra.org/ata/policies_procedures.php.
The complaint must contain clear and unequivocal information about the User’s identity and shall give all the relevant details that gave rise to the complaint.
Any and all disputes arising out of or in connection with these Terms and Conditions and use of the Services and/ or Website shall be settled in accordance with the Governing Law and shall be subject to the non- exclusive jurisdiction of the English courts.
30. Additional conditions for telephone
We shall not accept any bets or wagers via telephone.
In the interests of customer and staff protection, to assist us in resolving queries or for training purposes, any telephone call and/ or online chat conversations between You and us may be recorded and any such recording or transcript (including the copyright) will remain our property.
31. Keeping Your money safe
We are required by our gambling licence to inform You about what happens to funds which We hold on account on Your behalf and the extent to which funds are protected in the event of insolvency. Further details can be found on the UK Gambling Commission website.
We hold sufficient cash to cover all Account balances in company account(s). Account balances are protected by a bank guarantee which guarantees that there are sufficient funds for customers to withdraw their balances at any time. This meets the UK Gambling Commission’s requirements for the segregation of customer funds at the following level: medium protection.
Last updated: 31st August 2022, 13:15 GMT+1