Casino Mate Terms and Conditions

Introduction

These Terms and Conditions constitute the complete agreement between Casino Mate and its players regarding access to and use of our casino services. They replace any previous agreements, statements, communications or understandings relating to participation in casino activities.

All content available on our website, including text, graphics, designs, software, concepts and related materials, remains subject to the applicable intellectual property rights. Accessing or using the website does not transfer ownership of these materials or grant users any rights beyond those expressly permitted.

By using Casino Mate, players agree to comply with these Terms and Conditions and acknowledge the responsibilities associated with participation in online gambling.

To the extent permitted by applicable law, players agree to indemnify Casino Mate and its employees, directors, officers, licensees, distributors, affiliates, subsidiaries, advertising agencies, promotional partners, media partners, representatives and retailers against claims, liabilities, damages, costs or expenses arising from:

Accessing, using or repeatedly accessing our website.
Using information, materials or services available through the platform.
Accessing or interacting with casino servers and related systems.
Participating in casino games and promotional activities.
Accepting prizes, rewards or winnings.

These provisions apply subject to any mandatory rights and protections available under applicable law.

1. General Terms

1.1. Language and Interpretation

Casino Mate may publish its Terms and Conditions in multiple languages to make the information more accessible to players from different countries.

However, the English-language version is the official and governing document. If differences arise between the English text and a translated version, the English version will take precedence.

1.2. Technical Issues and Unauthorised Access

Casino Mate is not responsible, to the extent permitted by law, for disruptions caused by computer failures, internet connectivity problems or attempts to access casino games through methods not supported or authorised by our platform.

Players are responsible for maintaining suitable devices and reliable internet connections when accessing our services.

1.3. Deposits and Interest

Casino Mate is not a bank or financial institution. Funds deposited into player accounts do not earn interest, regardless of how long they remain in the account.

1.4. Changes to Casino Games and Services

We reserve the right to introduce new games, remove existing titles, modify available activities or discontinue selected services at any time.

Such changes may be implemented without prior individual notification, subject to applicable legal requirements.

1.5. Promotional Communications

By registering an account, players acknowledge that they may receive communications from Casino Mate and its associated brands, subject to applicable marketing consent requirements.

These communications may include information about promotions, new games, bonuses and other casino-related announcements.

Players can unsubscribe from promotional emails at any time by using the unsubscribe link provided in the message or contacting our customer support team.

1.6. Use of Player Information in Promotional Announcements

By accepting a prize or winnings, players acknowledge that Casino Mate may request permission to use limited identifying information for promotional announcements, where permitted by law.

Such announcements may display a player’s first name and the first letter of their surname, for example, Mary J.

Any use of personal information must comply with applicable privacy and data protection requirements. Additional compensation is not provided unless required by law or specified in the relevant promotional conditions.

1.7. Responsible Gambling

Casino Mate is committed to supporting responsible gambling and providing information intended to help players maintain control over their gaming activities.

Our responsible gambling measures are designed to reduce the risk of gambling-related harm and protect vulnerable users.

However, these measures may not prevent every instance of harmful gambling behaviour, particularly where users deliberately attempt to bypass restrictions or where circumstances fall outside our reasonable control.

Players are encouraged to seek assistance whenever gambling begins to affect their financial circumstances, emotional well-being or personal relationships.

1.8. No Credit Facilities

Casino Mate and its affiliated companies do not provide credit facilities for gambling.

Real-money wagers must be placed using the player’s own funds or eligible bonus balances, where the applicable promotional rules allow such use.

1.9. Device and Software Compatibility

Our software providers use modern gaming technologies intended to support a wide range of computers, smartphones and tablets.

Although most current devices should be compatible with the platform, some games may not operate correctly on older hardware or outdated operating systems.

Players are responsible for ensuring that their devices meet the relevant technical requirements.

2. Player Eligibility

2.1. Minimum Age Requirement

Casino Mate services are available only to individuals who are at least 18 years old or have reached the higher minimum gambling age required in their jurisdiction.

During registration, players must confirm that they satisfy the applicable age requirement.

2.2. Age Verification

We reserve the right to request identification documents at any time to verify a player’s age and prevent minors from accessing gambling services.

Failure to provide satisfactory documentation may result in restrictions or suspension of the account.

2.3. Third-Party Participation

Players must not allow another individual, including any person under the legal gambling age, to access their account or participate in casino games using their credentials.

2.4. Legal Availability

Our games and services are intended only for individuals located in jurisdictions where participation in the relevant online gambling activities is legally permitted.

Players are responsible for understanding the laws and restrictions applicable to their location.

Registration or access to the website does not establish that gambling through Casino Mate is lawful in a particular jurisdiction.

2.5. Game Provider Restrictions

Individual software providers may impose additional territorial restrictions on particular games.

Consequently, certain titles may be unavailable to players in specific countries even when other casino services remain accessible.

2.6. Restricted Employees and Associated Persons

Casino Mate gambling services are not available to employees, officers, directors, licensees, distributors, affiliates, subsidiaries, advertising agencies, promotional partners, media partners, retailers, service providers or other associated businesses.

This restriction also extends to members of their immediate families.

2.7. Entertainment Purposes

Players acknowledge that casino games are intended for entertainment and that participation is a personal decision.

No purchase is required merely to join the casino.

2.8. Free-Play Options

Where demo or free-play versions are available, players may use them without placing real-money wagers.

Availability depends on the game provider and applicable territorial restrictions.

3. Player Accounts

Players are responsible for ensuring that the personal information and contact details associated with their accounts remain accurate and up to date.

Any changes to registration information, residential address or contact details should be communicated to Casino Mate as soon as possible.

To the extent permitted by law, Casino Mate is not responsible for losses or delays resulting from incorrect information supplied by a player, including inaccurate details provided for withdrawal processing.

3.1. Account Security

Players must keep their account credentials, passwords and other login information confidential.

Account holders are responsible for taking reasonable precautions to prevent unauthorised access.

Players must not permit third parties, including minors, to:

Log in to their casino accounts.
Place wagers using their balances.
Access restricted account information.
Claim prizes or promotional rewards.
Conduct transactions on their behalf.

The sale, purchase, exchange or transfer of Casino Mate accounts between players is strictly prohibited.

Players may be held responsible for activity conducted through their accounts where such activity results from their failure to protect login credentials, subject to applicable law.

3.2. Account Cancellation and Restrictions

Casino Mate reserves the right to suspend or close accounts in accordance with its operating rules and applicable legal requirements.

When an account is closed, any eligible remaining cash balance will normally be returned through an approved payment method, subject to verification and applicable restrictions.

Where a player breaches the Terms and Conditions, Casino Mate may restrict access, cancel winnings or withhold funds where permitted by law and the applicable contractual provisions.

Circumstances that may lead to account restrictions include the following.

3.2.1. Multiple Accounts

A player maintains more than one active Casino Mate account.

3.2.2. Payment Ownership Mismatch

The registered account holder’s name does not match the name associated with the card or payment method used to fund the account.

3.2.3. Unfulfilled Promotional Requirements

A player attempts to withdraw promotional funds or associated winnings before satisfying the relevant bonus conditions.

3.2.4. Incorrect Registration Information

A player provides false, incomplete or misleading information during registration.

3.2.5. Underage or Unauthorised Gambling

A player does not meet the applicable legal gambling age or is otherwise prohibited from participating in online gambling.

3.2.6. Account Sharing

A player knowingly or unknowingly allows another person to use their account.

3.2.7. Non-Personal Gambling Activity

A player uses the account for professional, coordinated or group-based gambling activities rather than individual recreational participation.

3.2.8. Payment Chargebacks

A player initiates a chargeback or reversal of a payment made through a credit card or another accepted payment method.

3.2.9. Fraudulent or Automated Activity

A player is found to have cheated or used software, machines, automated systems or other methods intended to manipulate casino operations.

3.2.10. Connected or Coordinated Accounts

Multiple player accounts are linked through shared hardware, financial information or suspicious patterns of activity.

3.2.11. Violations at Other Online Casinos

Casino Mate becomes aware that a player has engaged in conduct at another online casino that falls within the prohibited activities described above.

3.2.12. Geographic Restrictions

We may refuse registration or close accounts associated with countries where access to our services is restricted.

3.2.13. Restricted Countries and Territories

According to the supplied Casino Mate terms, players from the following countries and territories are not accepted: American Samoa, Andorra, Angola, Armenia, Azerbaijan, Belgium, Bulgaria, Burkina Faso, Cambodia, Christmas Island, Congo, Costa Rica, Democratic Republic of the Congo, Cyprus, Czech Republic, France (including Metropolitan France, French Guiana, French Polynesia and the French Southern Territories), Gabon, Germany, Greece, Guadeloupe, Hungary, India, Ireland, Isle of Man, Israel, Italy (including Vatican City), Kazakhstan, Kyrgyzstan, Latvia, Lebanon, Luxembourg, Mauritania, Mauritius, Mayotte, Monaco, Morocco, Netherlands, New Caledonia, Pakistan, Panama, Philippines, Portugal, Qatar, Romania, Russia, Saint Barthélemy, Senegal, Serbia, Slovakia, South Africa, Spain, Sweden, Taiwan, Thailand, Tunisia, United Kingdom, United States, and Wallis and Futuna.

This list reflects the provided source and should be checked against the current official restrictions before publication.

3.3. Voluntary Account Closure

3.3.1.

Players may request account closure at any time by contacting Casino Mate customer support.

3.3.2.

When an account closure request is submitted, eligible cash balances may be withdrawn following the standard verification process.

Applicable withdrawal documentation requirements and wagering conditions remain in effect.

3.3.3.

Players experiencing gambling-related difficulties may request account closure as part of responsible gambling measures.

Where possible and permitted by the applicable terms, remaining eligible cash funds may be returned.

Unused bonuses are not refundable. The original terms specify that refunds in these circumstances are limited to eligible cash funds, up to the amount deposited.

4. Deposits, Withdrawals and Winnings

4.1. Deposit Wagering Requirements

Depositing money into a Casino Mate account indicates the player’s intention to participate in casino games.

According to the supplied terms, deposited funds are generally expected to be wagered at least once before withdrawal.

If a player requests a withdrawal without meeting the 1x deposit wagering requirement, Casino Mate may permit the transaction subject to a processing fee of at least 10% of the withdrawn amount.

Management may waive this fee at its discretion.

4.2. Available Currencies and Minimum Deposits

The source terms identify EUR, CAD and NZD as available account currencies.

They specify a minimum deposit of $/€10 and a minimum qualifying deposit of $/€20 for bonus offers or free spins.

Players should consider the suitability of their selected currency and any conversion costs.

Currency availability should be confirmed in the cashier because the supplied terms do not establish that every currency is currently supported.

4.3. Technical Errors and Invalid Winnings

Casino Mate reserves the right to invalidate winnings resulting from software defects, hardware malfunctions or technical errors.

Players who knowingly exploit such issues may face account closure and forfeiture of associated winnings or funds under the applicable terms.

If a software malfunction affects the outcome of a game, the relevant wagers may be declared void.

4.4. Weekly Withdrawal Limit

The standard weekly withdrawal limit stated in the source is 10,000 units of the player’s account currency.

Any amount exceeding this limit remains in the account until a subsequent withdrawal becomes available.

Casino management may apply exceptions in certain circumstances.

Players participating in Club Mate should review their applicable VIP benefits for any alternative withdrawal arrangements.

4.5. International Bank Transfer Withdrawals

The minimum withdrawal amount for an international wire transfer is €/$100, or the equivalent in another supported currency.

Banks and intermediary financial institutions may charge additional processing fees of up to €/$35.

These external charges are determined by the relevant financial institutions and may fall outside Casino Mate’s control.

4.6. Maximum Withdrawal from Welcome Bonuses

Where winnings are associated with a sign-up bonus, players must first satisfy all applicable wagering requirements.

The maximum withdrawal from such bonus-related winnings is $5,000, according to the supplied terms.

Any remaining balance above the permitted amount may be forfeited.

4.7. Definition of a Sign-Up Bonus

A sign-up bonus includes the casino’s advertised welcome promotions and other bonus offers awarded in connection with a player’s initial qualifying deposits or purchases.

4.8. Review of Gambling Activity

Before processing withdrawals, Casino Mate may review account activity to identify irregular betting patterns.

For the purpose of assessing bonus wagering requirements, the source identifies the following as potentially irregular activity:

Even-money betting.
Zero-margin or low-margin wagers.
Hedging strategies.
Other betting patterns considered inconsistent with promotional rules.

Such activity may affect bonus eligibility and withdrawal processing under the applicable terms.

5. Promotions and Special Offers

5.1. Additional Promotional Rules

Casino Mate promotions, bonus campaigns and special offers are subject to additional conditions beyond the general Terms and Conditions.

Players should review the relevant Promotional Terms before participating in any offer.

5.2. Prize-Related Expenses

Unless a promotion expressly states otherwise, prizes and giveaways do not automatically include associated expenses such as taxes, registration charges, licensing fees, insurance, postage or delivery costs.

5.3. Tax Obligations

Players are responsible for determining and fulfilling any tax obligations that apply to prizes or winnings received from Casino Mate, subject to the laws of their jurisdiction.

6. Withdrawal Verification and Cash-Out Conditions

All withdrawal requests are subject to review before payment is approved.

Casino Mate may require players to provide documentation confirming their identity, residential address and ownership of the payment methods associated with their accounts.

Requested documentation may include:

A valid identity document.
A utility bill issued within the previous three months.
Copies of registered payment cards, where applicable.
An approved or signed purchase history.
Additional documentation relevant to the withdrawal.

6.1. Payment Card Documentation

When a payment card copy is requested, the source terms instruct players to display only the first six and last four digits.

All intermediate digits must be concealed, and the CVC/CVV security code on the back of the card must also be hidden.

Documents must be sufficiently clear for verification.

Screenshots, photographs and PDF files may be accepted when all required details are visible and the document’s four corners can be identified.

The name on the identity document must match the registered name on the casino account.

6.2. Failure to Complete Verification

Failure to submit requested documentation or the provision of fraudulent documents may result in account restrictions.

Under the source terms, the casino may suspend the account, invalidate affected winnings or return withdrawal amounts to the player’s casino balance, subject to applicable law.

6.3. Minimum Cash-Out Amount

The general minimum cash-out amount stated in this section is $/£/€50.

Withdrawal requests below this amount are not processed and are returned to the player’s casino balance.

This is separate from the €/$100 minimum specified for international wire transfers.

6.4. Active Bonus Balances

Players cannot complete a withdrawal while a positive bonus balance remains active.

Applicable wagering requirements must be satisfied before cashing out.

6.5. Pending Withdrawal Period

Withdrawal requests are subject to a pending period before processing.

The source refers to additional provisions concerning the duration of this period, but those referenced provisions are not included in the supplied screenshots.

6.6. Bonus Forfeiture

According to the supplied terms, only bonuses that have not yet been wagered may be forfeited under the relevant bonus management provisions.

6.7. Wagering Requirements

The source specifies a 40x wagering requirement for the bonus-related circumstances described in this section.

Players must complete the applicable wagering conditions before withdrawing associated winnings.

6.8. Management Discretion

The casino management reserves discretion over the application of the withdrawal and bonus conditions described above, subject to applicable law.

6.9. Self-Exclusion and Associated Restrictions

The original terms state that winnings may be confiscated if a player has self-excluded from gambling at another casino or at the affiliated casino House of Jack due to gambling addiction or financial difficulties.

This provision should be reviewed carefully for consistency with applicable consumer protection and responsible gambling requirements before being used as an enforceable policy.

7. Privacy, Security and Dispute Resolution

7.1. Protection of Personal Information

Casino Mate recognises the importance of protecting player privacy and maintaining the confidentiality of personal information.

Account details and verification documents are intended to be accessible only to authorised personnel who require the information for legitimate operational purposes.

Personal documentation may be used to:

Confirm the identity of the registered account holder.
Verify the legitimacy of account registration.
Review account activity.
Communicate information relevant to the player’s account.
Prevent fraud and other unlawful activities.

Personal information may be disclosed to competent authorities where required by law, a valid court order or another lawful request.

Where legally permitted, relevant information may also be shared with authorised third parties for legitimate debt recovery purposes.

7.2. Game Disputes and Complaints

Players who wish to dispute the outcome of a casino game must submit a written complaint to Casino Mate within 14 days of the relevant event.

If a discrepancy arises between the result displayed by the gaming software and the result recorded on the casino server, the source terms designate the server record as the official result.

7.3. Data Encryption

Casino Mate states that financial transactions and communications are protected using SSL and TLS encryption technologies.

These protocols are designed to secure information transmitted between the player’s device and the casino systems.

7.4. Escalation of Unresolved Complaints

The supplied terms state that Casino Mate operates under Curaçao licensing and that unresolved complaints may be referred through an email-based mediation process.

Players should first contact casino support and follow the internal complaint procedure.

If the matter remains unresolved, the appropriate external complaint channel should be confirmed using the casino’s current licensing and dispute resolution information.

The screenshots do not identify a specific external mediation email address.