Casino Mate Terms and Conditions

These Terms are the complete and final agreement between Casino Mate and you concerning your use of our casino services. They supersede all prior agreements, statements, correspondence and understandings relating to participation in casino activities.

All material on our website, including its text, graphics, designs, software and concepts, remains protected by the applicable intellectual property rights. Your use of the site transfers no ownership of that material to you and grants you no rights other than those expressly set out in these Terms.

When you play at Casino Mate, you agree to these Terms and Conditions and accept the responsibilities that online gambling involves.

To the extent the law allows, you undertake to indemnify Casino Mate and its employees, directors and officers; its licensees, distributors, affiliates and subsidiaries; its advertising agencies and its promotional and media partners; and its representatives and retailers, against all claims, liabilities, damages, costs or expenses resulting from:

Visits to, use of or repeated access to the website.

Reliance on any information, materials or services made available through the platform.

Access to, or interaction with, the casino servers and associated systems.

Participation in casino games or promotions.

Receipt of any prizes, rewards or winnings.

All of the above is subject to the mandatory rights and protections granted to you by applicable law.

General Terms

Language and Interpretation

We may make these Terms available in more than one language so that players in different countries can follow them more easily. The English text is the official version, and it prevails over any translation whose wording differs from it.

Technical Issues and Unauthorised Access

Casino Mate, as far as the law permits, accepts no liability for interruptions resulting from computer faults, problems with internet connections, or attempts to access our games by means that our platform does not support or authorise.

You are responsible for having a suitable device and an internet connection that is stable whenever you use our services.

Deposits and Interest

Casino Mate is neither a bank nor a financial institution. No interest accrues on funds held in your player account, regardless of how long they remain there.

Changes to Games and Services

We may, at any time, introduce new games, withdraw existing ones, alter the activities on offer or discontinue particular services. Where the law allows, we may do so without giving individual notice to each player.

Promotional Communications

When you register, you accept that Casino Mate and its associated brands may contact you, subject to the applicable marketing consent rules. These messages may relate to promotions, new games, bonuses and other news from the casino.

You may opt out of promotional emails at any time, either by using the unsubscribe link contained in the email or by getting in touch with customer support.

Use of Player Information in Promotions

Where the law permits, Casino Mate may request your permission to include limited identifying details in promotional announcements if you accept a prize or winnings. For instance, an announcement may display your first name together with the initial of your surname, such as “Mary J.”

Any such use of your personal data must comply with the applicable privacy and data protection requirements. You will not receive additional compensation for this use unless the law or the particular promotional conditions provide otherwise.

Responsible Gambling

Casino Mate supports responsible gambling and offers information to help players keep control of their play. Our safeguards aim to reduce the risk of harm related to gambling and to protect users who are vulnerable.

However, these safeguards cannot stop every instance of harmful gambling, especially where a person intentionally circumvents the restrictions or where the circumstances are beyond our reasonable control.

We encourage you to seek help if gambling begins to affect your finances, emotional well-being or relationships.

No Credit

Casino Mate and its affiliated companies do not offer credit for gambling. Real-money bets must be placed using your own funds or, where the relevant promotion permits, eligible bonus balances.

Devices and Software

The gaming technology used by our software providers is modern and designed to work across a broad range of computers, smartphones and tablets. While most current devices should be compatible, certain games may not function correctly on older hardware or out-of-date operating systems. It is your responsibility to ensure that your device satisfies the technical requirements.

Player Eligibility

Minimum Age

Only people aged 18 or over, or who have reached any higher gambling age that applies in their jurisdiction, may use our services. When registering, you must confirm that you satisfy this age requirement.

Age Verification

We may request identification at any time to confirm your age and to prevent minors from gambling. Your account may be restricted or suspended if you fail to provide satisfactory documents.

Third-Party Participation

You must not permit any other person, in particular anyone below the legal gambling age, to use your account or to play casino games using your credentials.

Legal Availability

Our games and services are meant solely for people in locations where the relevant form of online gambling is lawful. It is up to you to know the laws and restrictions that apply where you are. The fact that you can register on or visit the website does not indicate that it is lawful for you to gamble with Casino Mate in your jurisdiction.

Game Provider Restrictions

Software providers may impose their own territorial restrictions on particular games. As a result, some titles may not be available in certain countries, even where the rest of the casino is accessible.

Employees and Associated Persons

Employees, officers and directors; licensees, distributors, affiliates and subsidiaries; advertising agencies and promotional and media partners; retailers, service providers and other associated businesses; and the immediate family members of all of these are not permitted to use our gambling services.

Entertainment Purposes

Casino games are intended for entertainment, and the decision to play is yours alone. No purchase is required to join the casino.

Free Play

If a game has a demo or free-play version, you may play it without placing real-money bets. Whether such a version is available depends on the game provider and on any territorial restrictions.

Player Accounts

Please make sure the personal and contact information held on your account is correct and current, and notify Casino Mate as soon as possible of any change to your home address, contact information or registration details.

Casino Mate is not liable, where the law permits, for any loss or delay resulting from inaccurate information you have provided, including wrong details supplied for the processing of a withdrawal.

Account Security

You must keep confidential your login details, passwords and other credentials, and you must take reasonable measures to prevent unauthorised access.

You must not permit any other person, including a minor, to:

Bet with your account balance.

See restricted account information.

Collect prizes or rewards from promotions.

Conduct transactions on your behalf.

Casino Mate accounts must not be sold, bought, exchanged or transferred between players; this is strictly forbidden.

Subject to applicable law, you may be held responsible for any account activity that results from your failure to keep your login details secure.

Account Cancellation and Restrictions

Accounts may be suspended or closed by Casino Mate in accordance with its operating rules and legal obligations. Subject to verification and any applicable restrictions, any eligible cash balance left on a closed account will normally be paid out via an approved payment method.

Where you breach these Terms, Casino Mate may, to the extent permitted by law and by the applicable contractual provisions, restrict your access, withhold funds or cancel your winnings.

Restrictions may be placed on an account in the following circumstances:

Multiple accounts. You have more than one Casino Mate account that is active.

Payment ownership mismatch. The account holder’s name is different from the name that is linked to the card or other payment method through which the account was funded.

Unmet promotional requirements. You attempt to withdraw bonus funds, or winnings connected with them, before meeting the bonus conditions.

Incorrect registration details. The information you provided at registration was false, incomplete or misleading.

Underage or unauthorised gambling. You are under the legal gambling age or are in some other way not permitted to gamble online.

Account sharing. You allow someone else to use your account, either knowingly or unknowingly.

Non-personal play. You use your account for professional, coordinated or group gambling rather than for individual recreational play.

Chargebacks. You request a chargeback or payment reversal on a transaction made by credit card or through any other accepted payment method.

Fraud or automation. It is found that you cheated, or that you used software, machines, automated systems or any other method intended to manipulate the casino’s operations.

Linked accounts. Several accounts are linked by shared hardware, financial details or suspicious activity patterns.

Violations at other online casinos. Casino Mate becomes aware that, at another online casino, you engaged in conduct falling within the prohibited activities listed above.

Geographic restrictions. We may decline registration or close accounts associated with countries in which access to our services is restricted.

Restricted countries and territories. We do not accept players from the following countries and territories: 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.

Voluntary Account Closure

You may request the closure of your account at any time by getting in touch with customer support.

After you submit a closure request, you may withdraw eligible cash balances once the standard verification process is complete. The documentation requirements for withdrawals and the wagering conditions continue to apply.

If you are experiencing difficulties with gambling, you may ask for your account to be closed as a responsible gambling measure. Where possible and permitted by the terms, any remaining eligible cash funds may be returned. Unused bonuses will not be refunded, and any refund in these circumstances is limited to eligible cash funds, not exceeding the amount you deposited.

Deposits, Withdrawals and Winnings

Wagering Your Deposit

Because making a deposit indicates an intention to play casino games, you are generally expected to wager deposited funds at least once (1x) before withdrawing them.

Should you request a withdrawal without meeting this 1x requirement, Casino Mate may still permit it but will charge a processing fee of no less than 10% of the amount withdrawn. Management may, at its discretion, waive this fee.

Currencies and Minimum Deposits

The currencies available for accounts are EUR, CAD and NZD. Deposits start at a minimum of $/€10, while a deposit must be no less than $/€20 to be eligible for bonus offers or free spins.

Consider which currency best suits you and whether any conversion costs apply. Please refer to the cashier for the currencies currently on offer.

Technical Errors and Invalid Winnings

Winnings that result from a software defect, a hardware malfunction or a technical error may be invalidated by Casino Mate. Where a player knowingly takes advantage of such a problem, the account may be closed and the associated winnings or funds may be forfeited. Bets affected by a software malfunction that influences a game’s outcome may be declared void.

Weekly Withdrawal Limit

The maximum you can withdraw is 10,000 units per week, in your account currency. Any amount over that limit stays in your account until a further withdrawal can be made. In certain cases, management may grant exceptions. Members of Club Mate should review their VIP benefits for any different withdrawal arrangements.

International Bank Transfers

International wire transfers have a minimum of €/$100, or the equivalent amount in another supported currency. Banks and intermediary institutions may apply processing fees of their own, up to €/$35; these fees are determined by those institutions and may be beyond Casino Mate’s control.

Maximum Withdrawal from Welcome Bonuses

You may withdraw winnings generated by a sign-up bonus only once all applicable wagering requirements have been satisfied, and not more than $5,000 may be withdrawn. Any balance in excess of this limit may be forfeited.

What Counts as a Sign-Up Bonus

A sign-up bonus covers the welcome promotions advertised by the casino and any other bonus offer granted in connection with a player’s first qualifying deposits or purchases.

Review of Gambling Activity

Casino Mate may, before it processes a withdrawal, examine your account activity for irregular betting patterns. In assessing bonus wagering requirements, the following are regarded as potentially irregular:

Placing even-money bets.

Bets with a zero or low margin.

Use of hedging strategies.

Any other betting pattern that is inconsistent with the promotional rules.

Activity of this kind may have an impact on your eligibility for bonuses and on how your withdrawals are processed.

Promotions and Special Offers

Additional Promotional Rules

In addition to these general Terms, promotions, bonus campaigns and special offers are subject to further conditions. Please read the applicable Promotional Terms before taking part in any offer.

Prize-Related Expenses

Prizes and giveaways do not automatically include associated costs, such as taxes, registration charges, licensing fees, insurance, postage or delivery, unless the promotion expressly says otherwise.

Taxes

It is your responsibility to calculate and pay any tax owed on prizes or winnings received from Casino Mate, in accordance with the laws of your jurisdiction.

Withdrawal Verification and Cash-Out Conditions

All withdrawal requests are reviewed before a payment is approved. Casino Mate may request documents that prove your identity, your home address and that you own the payment methods linked to your account. Such documents may include:

A valid identification document.

A utility bill that was issued within the last three months.

Copies of the payment cards registered to your account, where applicable.

A purchase history that has been approved or signed.

Any further document that is relevant to the withdrawal.

Payment Card Copies

Where you are asked for a copy of your card, you must show the first six and last four digits only, conceal every digit between them and cover the CVC/CVV code on the reverse of the card.

Documents need to be legible enough for verification. We accept screenshots, photographs and PDF files provided that every required detail can be seen and the document is shown with all four corners. The name on your identity document must be the same as the name registered on your casino account.

Failure to Complete Verification

Your account may be restricted if you fail to provide the documents requested or if you provide fraudulent documents. Subject to applicable law, Casino Mate may suspend the account, void the affected winnings or credit the withdrawal amount back to your casino balance.

Minimum Cash-Out

The standard minimum withdrawal amount is $/£/€50. Requests for less than this amount will not be processed and will be returned to your casino balance. This minimum is distinct from the €/$100 minimum that applies to international wire transfers.

Active Bonus Balances

You cannot complete a withdrawal while your bonus balance remains positive. You must first satisfy the applicable wagering requirements.

Pending Period

Before being processed, withdrawal requests are subject to a pending period.

Bonus Forfeiture

Under the bonus management provisions, forfeiture is possible only for bonuses not yet wagered.

Wagering Requirements

The bonus-related situations covered in this section are subject to a 40x wagering requirement. The applicable wagering must be completed before you withdraw the related winnings.

Management Discretion

Subject to applicable law, casino management may exercise discretion when applying the withdrawal and bonus conditions set out above.

Self-Exclusion

If you have excluded yourself from gambling at another casino, or at House of Jack, the affiliated casino, because of gambling addiction or financial difficulties, your winnings may be confiscated.

Privacy, Security and Dispute Resolution

Protection of Personal Information

Casino Mate takes the privacy of players and the confidentiality of their personal information seriously. Access to account details and verification documents is intended to be limited to authorised staff who require them for legitimate operational purposes. Personal documents may be used to:

Establish the identity of the account holder.

Check that the account was registered legitimately.

Examine account activity.

Communicate with you on matters concerning your account.

Prevent fraud and other illegal activity.

Where required by law, by a valid court order or by another lawful request, personal information may be disclosed to the competent authorities. Where the law permits, it may also be passed to authorised third parties for the purpose of legitimate debt recovery.

Game Disputes and Complaints

If you wish to dispute the outcome of a casino game, you must submit a written complaint to Casino Mate within 14 days of the event. Where the result displayed by the game software differs from the casino server’s record, the result held on the server is the official one.

Data Encryption

According to Casino Mate, SSL and TLS encryption is used to protect financial transactions and communications, securing the information transmitted between your device and the casino’s systems.

Unresolved Complaints

Casino Mate operates under a Curaçao licence, and any complaint that has not been resolved may be referred via an email-based mediation process. Start by contacting casino support and following the internal complaints procedure. If the matter remains unresolved, check the appropriate external complaint channel using the casino’s current licensing and dispute resolution information.