Please read carefully the following, which once you have accepted, we consider to be a legally binding agreement between Daub Alderney Limited (which trades under the brand name of LuckyVip.com) and you. By opening an account, you acknowledge that you have read and agree to be bound by these terms and conditions, the House Rules in clause 4 of these terms and conditions and our Privacy Policy. If you do not agree with any of the terms of this agreement, do not continue to use the Software or open an account.

Please read these terms and conditions carefully and make sure you fully understand their contents. If you have any doubts about your rights and obligations resulting from acceptance of this agreement, please consult a legal advisor in your jurisdiction or contact us at LuckyVip.com. You can contact us by the methods noted below. The following terms and conditions, the House Rules and the Privacy Policy alone are the basis of the contract. Should you be reviewing these terms and conditions in any other language than English, the House Rules, our Privacy Policy and these terms and conditions (and any other rules regarding your use of the Software) shall be governed by the English language version.

How to contact us

Email   [email protected] and put the subject ‘Terms and Conditions’ in the email

Chat    Click here to open the chat box

Call     United Kingdom 0800 901 2512 (Toll Free) and 0203 700 1158 (Landline) - Standard rates may apply to the landline number.

The following words and terms, when used with this agreement, shall have the following meanings, unless the context clearly indicates otherwise. To make this easier for you we have identified these in bold italics.

“Casino Games”

Any casino or other games offered via Daub Alderney's internet gaming system on the Website and listed at https://www.luckyvip.com and any related services and gaming activities.

"Gambling Commission"

The regulator of commercial gambling in Great Britain whose website is at http://www.gamblingcommission.gov.uk/home.aspx

“Player Account”

A personal account opened by an individual and maintained with us to enable that person to play Games on the Website.

"Privacy Policy"

Our privacy policy accessed via the Privacy Policy

“Software”

The software licensed to us including any program or data file or any other content derived therefrom, required to be downloaded, accessed or otherwise utilized by you from the Website enabling you to participate in the Games.

“Username and Password”

The username and password which you choose on registration with us.

“You”

The user of the Software from the Website.

“Us/we/ours/the company”

Daub Alderney Limited, “https://www.luckyvip.com”

"Website"

https://www.luckyvip.com and any related sites which are operated by Daub Alderney Limited accessible via links or any other access way.

2.1 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.

3.1 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”).

4.1 Social Media Games

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 General Game Rules

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.

5.1 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 LuckyVip.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 2512 (Freephone) or 0203 700 1158 (Landline) or by emailing [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:

1. 24 hours
2. 48 hours
3. 7 days
4. 1 month.

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 2512 (Toll Free) or 0203 100 5140 (Landline) or by emailing [email protected].

5.5 Self-Exclusion

Any player who wishes to restrict himself/herself from gambling at LuckyVip.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 2512 (Toll Free) or 0203 700 1158 (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 phone0800 901 2512 (Toll Free) or 0203 700 1158 (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 LuckyVip.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.

LuckyVip.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.

6.1 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 2512 (Toll Free)  or by email [email protected] .

6.2 Such closure shall occur within 72 hours after receipt by us of your request.

6.3 You accept that you shall remain responsible for any activity on your Player Account between advising us of your request to close your Player Account and the closure of your Player Account by us.

7.1 You are not permitted to:

7.1.1 install or load the Software onto a server of other networked device or take other steps to make the Software available via any form of “bulletin board”, online service or remote dial-in, or network to any other person.

7.1.2 sub-license, assign, rent, lease, loan, transfer, or copy (except as expressly provided elsewhere in this agreement), your licence to use the Software or make or distribute copies of the Software.

7.1.3 copy or translate any user documentation provided ‘online’ or in electronic format.

7.1.4 reverse engineer, decompile, disassemble, modify, adapt, translate, make any attempt to discover the source code of the Software, or to create derivative works based on the whole or on any part of the Software.

7.1.5 enter, access or attempt to enter or access or otherwise bypass our security system or interfere in any way (including but not limited to, robots and similar devices) with the Website and/or the Games or attempt to make any changes to the Software and/or any features or components thereof.

7.2 You do not own the Software. The Software is owned and is the exclusive property of the licensor, a third-party software provider company, (the “Software Provider”). The Software and accompanying documentation which have been licensed to us are proprietary products of the Software Provider and protected throughout the world by copyright law. Your use of the Software does not give you ownership of any intellectual property rights in the Software. This agreement applies only to the grant of the licence to use the Software.

7.3 The Software is provided 'as is' and we cannot give you any assurances or representations about the quality, fitness for purpose or integrity of the Software.

7.4 We cannot guarantee that the Software will be error free or uninterrupted and may need to remove Games if we are unable to correct any errors that we find.

7.5 You hereby acknowledge that it is not in our control how the Software is used by you. You load and use the Software at your own risk and in no event shall we be liable to you for any direct, consequential, incidental or special damage or loss of any kind (except personal injury or death resulting from our negligence).

7.6 The Software is for entertainment value only. No purchase is necessary or required to play the Game (i.e. when playing in fun mode).

7.7 The Software may include confidential information which is secret and valuable to the Software Provider and/or us. You are not entitled to use or disclose that confidential information other than strictly in accordance with the terms of this agreement.

7.8 Materials of the Game (whether electronically obtained or obtained by other means) are automatically void if counterfeited, mutilated, forged, altered or tampered with in any way, if illegible, mechanically or electronically reproduced, obtained outside authorised legitimate channels or if they contain printing, production, mechanical, electronic or any other errors. Liability for materials of the Game containing any error is limited to replacement of same.

7.9 The Website uses software from a number of providers, the majority of which are licensed and approved within the UK and Alderney jurisdictions; however some games are licensed outside of that jurisdiction. For a complete list of games per jurisdiction please refer to the game text within the games lobby, this will state where the game is licensed for player reference.

7.10 All theoretical return to player (RTP) percentages are displayed on the site within the game information on the relevant Casino Game games page. The theoretical return to player percentage is the term used to describe the percentage of all wagered money a Casino Game will pay back to all players of a game over a period of time. RTP is normally expressed as a percentage, for example 90%, which would mean that for every £100 wagered, the game will return £90 back to players in winnings but which players receive any winnings is randomised and so it is important to understand that you are not guaranteed to receive £90 back in winnings if you wager £100.

8.1 We only allow access to playing Games on the Website through secured networks using encryption of the username and password. You cannot play Games on the Website without passing our customer security login.

8.2 You are only permitted to enter into and participate in Games for your own personal entertainment, non-professional and non-commercial use. You may not use the Website and/or Games on behalf of another person. Any other entrance, access, use or reuse of the Website and/or Games is strictly prohibited without prior written authorisation from us.

8.3 You must keep your username and password confidential and should not disclose these details to anybody. You may not use anyone else’s password. You shall be responsible for all transactions conducted in relation to your Player Account using your username and password. Every person who identifies him/herself by entering your correct username and password is assumed by us to be you and all transactions where the username and password have been entered correctly will be regarded as valid save where you are able to provide evidence to us demonstrating fraudulent or other misuse of your Player Account.

8.4 We shall not be required to maintain usernames or passwords if you misplace, forget, lose, or are otherwise unable to enter the Website because of anything other than our own error.

8.5 You will not allow any third party including, without limitation, any minor, to use or reuse your Player Account or to use the Website and/or Games and you will not use any other person’s Player Account or means of payment to access the Software, Website and/or Games.

8.6 Please ensure that you understand the rules applicable to the Game before you pay to enter the Game.

8.7 We are using methods for the encryption of username and password information, and any other sensitive information transferred to and from you and our servers. You will not break in, access or attempt to break in or access or otherwise by-pass our security. If we have a suspicion that you have attempted to or may be attempting to break in, access or otherwise by-pass our security or the Software, we will be entitled to terminate with immediate effect your access to the Website, the Games and/or your Player Account. We may also have your Player Account blocked and we reserve the right to inform the relevant authorities.

8.8 We will only use your personal information in accordance with our Privacy Policy, which is set out in full HERE. We will from time to time review and revise these practices. We will post any changes to the Privacy Policy Link. Please refer to this Privacy Policy on a regular basis. We reserve the right to disclose or share your Personal Information in order to comply with any legal obligation, this includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction and to prevent cybercrime.

9.1 Access to and use of the Website and/or the Games may not be legal in all countries. We have set out in paragraph 11.13 a number of countries where access to or use of the Website and/or the Games is accepted (“Permitted Jurisdictions”). It is solely your responsibility to determine whether such accessing and use of the Website and/or the Games by you is legal. 

9.2 You shall not transfer in any way whatsoever your rights under this agreement without our prior written consent.

9.3 You are fully responsible for all taxes, fees and other costs incidental to and arising from winnings resulting from use of Website and/or the Games.

9.4 If you win a prize we may ask for your specific consent to use your name, location, photos or other personal data for our promotional purposes.

9.5 It is your responsibility to inform us of any changes to your registration details.

9.6 Payments

9.6.1 You agree that we, or a payment processing company on our behalf, will handle all financial account transactions (“Payment Processor”). You hereby agree that the Payment Processor reserves the right to withhold any payments should the Payment Processor have reason to believe or any suspicion that you may be engaging in or have engaged in fraudulent, collusion, unlawful, or improper activity.

9.6.2 If you wish to check your current deposit limits, please visit the Player Limits section in the cashier section once you have logged in or contact our Customer Support team.

9.6.3 You agree to fully pay any and all payments due to us or any third party in connection with your use of the Website and/or the Games. You further agree not to submit any payment disputes and/or renounce or cancel or otherwise reverse any of your due payments and in any such event you will refund and compensate us for such unpaid payments including any reasonable expenses incurred by us in the process of collecting your payment.

9.7 You accept that you are solely responsible for the supply and maintenance of all of the computer equipment and telecommunications networks and internet access services that you need to use in order to access the Website and/or the Games. We will not be liable in any way whatsoever for any loss caused to you by the internet or any telecommunication service provider which you have engaged in order to access the Website and/or the Games.

9.8 You acknowledge and agree that our random number generator will determine the outcome of the Games played on the Website and you accept the outcomes of all such Games. You further agree that in the unlikely event of a disagreement between the result that appears on the Software and the game server, the result that appears on the game server is the final result. Should you have any dispute with regard to the outcome of any Game, you must submit your complaint to us via email ([email protected]).

9.9 In the event of any form of game malfunction or error, all bets and winnings will be null and void with the stake returned to the player account with the funds that were placed, i.e. real money bets will be refunded with real funds, and bonus funds bets will be refunded with bonus funds

9.10 We want to create a fun environment for users to play and chat. Do not commit any acts or display any conduct by posting unsavoury comments that damage our reputation or our software provider or any other related service providers. This includes, but is not limited to, any acts which may be considered offensive, to insight racial hatred, pornographic, derogatory, prejudicial to a group of people or abusive.

10.1 you are a resident of the "Permitted Jurisdictions" as listed in paragraph 11.13 below.

10.2 you are an individual acting on your own behalf.

10.3 you are not restricted by limited legal capacity.

10.4 you are not classified as a compulsive or problem gambler.

10.5 all the details which you give or have given in the process of registering with us are accurate and that you will continue to update such details should there be any changes.

10.6 you are fully aware of the fact that there is a risk of losing money through the use of the Software, our Website and the Games.

10.7 you are not depositing funds originating from criminal and/or un-authorised activities.

10.8 you are not otherwise conducting criminal activities and/or intending to utilise your (or any other) Player Account in connection with such activities. You are not using or intending to use or intending to allow any other person to use your (or any other) Player Account for any prohibited or unlawful activity under any applicable law, including but not limited to, fraud or money laundering.

10.9 you are not colluding or attempting to collude or intending to participate, directly or indirectly, in any collusion scheme with any other player in the course of any Game you play or will play on the Website.

10.10 you are not under the age of either (i) 18 or (ii) the age at which gambling activities are legal under the law of the jurisdiction that applies to you, whichever is greater.

10.11 the debit/credit card details supplied by you in the registration process relate to a debit or credit account of which you personally are the sole account holder (it is not, for example, a debit or credit card belonging jointly to you and your partner/spouse or a company credit card) and the name you have registered on your Player Account exactly matches the sole name on the debit/credit card.

10.12 you are not one of our officers, directors, employees, consultants or agents or one of our affiliated or subsidiary companies, or suppliers or vendors, and you are not any of their relatives (for the purpose of this paragraph, the term “relative” means spouse, partner, parent, child or sibling). In the event that you have breached this prohibition, among other actions, such as account closure or suspension, you will not be entitled to any of your winnings.

10.13 you have not previously held a Player Account which was suspended or terminated either by us or by any other online gaming operator, disputed any payments via a Player Account or maintains a current Player Account.

10.14 in opening the Player Account you will not provide any information or make any statement to us which is untrue, false, incorrect or misleading.

10.15 ‘LuckyVip.com’ is the trade name of the Company, and you obtain no rights to such term, nor any other terms, images, text, concepts or methodologies, by using the Web site and the material contained therein.

10.16 any and all details submitted for prize claims become the property of the Company and will not be returned. The Company is not responsible for loss, late, illegible, incomplete, damaged, mutilated, misdirected, or postage due mail, requests, prize claims or entries.

10.17 You are allowed to have only one Player Account at LuckyVip.com.

11. OUR RIGHTS

11.1 We reserve the right to:

11.1.1 refuse to register any applicant for registration on the Website;

11.1.2 refuse to accept any wager on the Website and/or Games;

11.1.3 change, suspend, remove, modify or add any Game or tournament on the Website;

11.2 make inquiries on you, including credit checks, with third party credit and financial institutions, in accordance with the information you have provided us with;

11.3 Where a manifest error, mistake or system failure results in an incorrect odd, line or handicap taken in a bet, the bet, or that part of the bet if it’s a
multiple bet/parlay will be null and void;

11.4 remove any real money funds or bonus funds or loyalty points awarded to any Player Account that have been credited due to manifest error, game error, mistake or system failure;

11.5 withhold any winnings until the identity of the winning person is verified in accordance with our obligations under applicable laws and regulations or if we suspect fraud or any fraudulent or other unlawful activity or if any payments made by you are disputed by us or any third party. For this purpose, we further reserve the right to require that you provide us with certain notarized ID documentation or any equivalent certified ID documentation; and

11.6 disclose certain personal information of yours to other companies in the Group and Trusted Partners in accordance with our Privacy Policy, which is set out in full under the Privacy Policy link on the web site.

11.7 Whether or not any fraudulent activity has occurred, you acknowledge the importance of the warranties given by you in this Agreement relating to accurate registration and payment information for the purposes of approving your account and verifying the source of any payments. We may at any time without prior notice to you terminate your use of the Website and/or Games and block your Player Account if we consider that you are in breach of any of the terms and provisions of this agreement or that you are otherwise acting illegally. We will not be under any obligation in such circumstances to refund or otherwise reimburse you for any of the funds in your Player Account. Scenarios include, but are not limited to, the following:

11.7.1 if there is evidence to suggest that you have more than one active Player Account.

11.7.2 if the name on your Player Account does not match the name on any of the credit or debit card(s) used to make deposits into your Player Account;

11.7.3 If you participate in an Online Casino promotion and cash-in before fulfilling the requirements of that particular promotion.

11.7.4 if you provide incorrect or misleading information during the registration and Player Account opening process or at any other time;

11.7.5 if you are not of legal age (meaning 18 or over in the UK);

11.7.6 if you reside in a jurisdiction where participation in any Game is prohibited by law;

11.7.7 if you have allowed or permitted (intentionally or unintentionally) someone else to play on your Player Account;

11.7.8 if you have not played at the Casino on an individual basis for personal entertainment only (that is, you have played in a professional sense or in concert with other player(s) as part of a club, group, etc.);

11.7.9 if you are found cheating or if we determine that you have employed or made use of a system (including machines, computers, software or other automated systems) designed specifically to defeat the Website and/or the Games; and/or

11.7.10 if we become aware that you have registered or played at any other online site under any of the circumstances set out at 11.7.1 to 11.7.9 above.

11.8 If we are unable to complete or apply our customer due diligence measures in relation to you at any time then no further withdrawals will be processed in relation to your Player Account. Any further deposits made into your Player Account will also be blocked until our customer due diligence iscompleted.

During this time you may continue to participate in Games but any winnings will be blocked. Once we complete our customer due diligence, then your Player Account will revert to normal and you will be able to make deposits and withdrawals. If we are required to terminate our relationship with you because we cannot complete or apply our customer due diligence measures we may refund all funds owed to you, plus all deposits to the originating account, except if we are required to withhold those funds in accordance with our legal and regulatory obligations (in which case we shall not be required to notify you of the reason).

11.9 We reserve the right to close a player’s Player Account and return funds on the account without reason.

11.10 We reserve the right to offer and advertise from time to time promotions, bonuses or other special offers and each such offer will be subject to specific terms and conditions which will be valid for a limited period of time. In connection with the specific terms of the above promotions, bonus and special offers, we further reserve the right to withhold any withdrawal amount from your account which will be in excess of your original deposit. In addition, we reserve the right to withhold or otherwise decline or reverse any pay-out or winning amount or amend any policy in the event that we suspect that you are abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policy or rules determined in respect of an existing Game or a new Game or we are required to do so by any applicable law or regulation.

11.11 If you win a prize we may ask for your specific consent to use your name, location, photos or other personal data for our promotional purposes.

11.12 We reserve the right to transfer, assign, sublicense or pledge this agreement, in whole or in part, to any person. We will provide you with notice to the email address you used for your Player Account to tell you of any such transfer, assignment, sublicense or Pledge.

11.13 We only accept wagers (which shall include bets and amounts staked) or play from persons located in United Kingdom, the Republic of Ireland, the Channel Islands, the Isle of Man and Gibraltar (the “Permitted Jurisdictions”). These locations may change from time to time and may not be exhaustive.

11.14 If any sum is incorrectly credited to your Player Account you are obliged to notify us, and we are entitled to reverse such credits and/or recover such sums from you (with interest) if they have already been withdrawn by you. If you use the sums improperly credited to participate in any Games, we can void (i.e. cancel) any wagers made and reverse any winnings credited to your Player Account in connection with those wagers.

11.15 Any funds from dormant or suspended Player Accounts will be cleared periodically (after a 24-month period) and donated to charity. Dormant accounts are defined as accounts which have been inactive for over 24 months. We will make all reasonable attempts to contact dormant Player Account holders prior to this so they may close or re-activate their Player Account.

11.16Any funds you deposit with us will be held in a bank account in the name of the Company (the “Quistclose Trust Account”). The Quistclose Trust Account is a separate account which only contains funds deposited by and due to players.
Please note that the Quistclose Trust Account meets the UK Gambling Commission’s requirements at the medium protection level because we hold player funds separate from Company funds in this account. This means that arrangements have been made to ensure assets in the customer accounts are distributed to customers in the event of insolvency. For more information about the protection of customer funds please sees our regulators websites:

» UK Players
http://www.gamblingcommission.gov.uk/for-the-public/Your-rights/Protection-of-customer-funds.aspx

» Non-UK Players https://www.gamblingcontrol.org/players/.

11.17 Our calculation of any winnings shall be final.

11.18 We reserve the right to provide certain games to selected player groups or VIP levels only and this is subject to change at our own discretion.

12.1 We reserve the right to make changes to this agreement or the Games Rules or Privacy Policy at any time.

12.2 Where a material change has been made to the Terms and Conditions, players will be prompted to re-accept the Terms and Conditions before they continue to use the Website and/or deposit any funds and/or access or participate in any Games.

12.3 If you continue to use the Website and/or any Games after we have updated this agreement, the Game Rules and/or the Privacy Policy, you agree to be bound by those changes whether or not you have chosen to read, the relevant changes. If you do not agree to be bound by the relevant changes, you should not continue to use the Website or any of the Games.

This agreement is effective from the moment of acceptance by clicking on the “I agree” button (within the Software), and shall remain in force indefinitely unless terminated in accordance with these terms and conditions. For the avoidance of doubt it is agreed that you are bound by this agreement if you use the Software, Website and/or the Games in any way, including, but not limited to, initiating or making a deposit through your Player Account or submitting your deposit details to us.

14.1 These terms and conditions are governed by English law. We agree to submit to the non-exclusive jurisdiction of the courts of Alderney. However, this shall not prevent us from bringing any action in the court of any other jurisdiction for injunctive or similar relief. The English language version of this Agreement will prevail over any other language version issued by us.

14.2 The illegality, invalidity or unenforceability of any part of this agreement will not affect the legality, validity or enforceability of the remainder.

1. If you are unhappy about any aspect of our services, we encourage you to raise a complaint as soon as possible and, in any event, within six months of the date of the incident.

2. If you have a complaint about any aspect of our services, please contact our customer support team.

They can be contacted in the following ways:

Email [email protected] and put the subject ‘Complaint’ in the email
Chat here and click on the Complaints option
Call 0800 901 2512 (Toll Free) or 0203 700 1158 (Landline)

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: https://www.ecogra.org/ata/.

A copy of the ADR provider's adjudication form is available here https://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 (https://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. eCogra reserves the right to reject disputes referred to it on the basis that they are frivolous or vexatious.

17. 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.

18. 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.luckyvip.com 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]

16.1 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.

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 LuckyVIP.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:

• Passport
• Photo Driver’s Licence

If we have asked you to confirm your ADDRESS we accept:

• 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.

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 LuckyVip.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

18.1 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.

19.1 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 Personal Details
•  Under 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.