These terms and conditions apply to anyone (an "End User") accessing this web site and associated online functionality including, inter-alia, to visit, browse, register (or attempt to register) an account, and to play (or attempt to play) the games. Heart Bingo Online is regulated under an official gaming license granted by the Government of Gibraltar under the provisions of the Gibraltar Gambling Ordinance.
In these terms and conditions, capitalised terms mean:
1.1 The Games
Bingo, Casino, Slot, simulated scratch cards and other fixed odds Games played for real money via the web site
Money won by a Player (also referred to as 'Winnings')
1.3 Prize Pool
Amount available for Prizes.
The payment wagered to enter one of the games - also referred to as a 'Bet'.
An End User who plays the games (whether it be for prizes or for fun) and/or has an account.
Player who wins a Prize.
1.7 Progressive Jackpot
A jackpot where the payout total of which is incrementally increased every time a game is played for real money.
2. Introduction, Company Details and Regulation
2.1 These terms and conditions constitute a legally binding agreement between: You, the "End User"; and Entertaining Play Limited ("We" or "us). The games are operated on the basis of an underlying software system licensed to the Operator by Gamesys Limited ("The Service Provider").
2.2 Entertaining Play Limited is registered in Gibraltar under company number 101075. Entertaining Play Limited's registered address is 2.2 Waterport Place, Gibraltar.
2.3 Profitable Play Limited is licensed by the Government of Gibraltar and regulated by the Gibraltar Gambling Commissioner (the "Licensing Authority" and the "Regulator" respectively) under the provisions of the Gibraltar Gambling Act 2005 (the "Act")
3. Opening Your Account
You must register personally and may not register an account for anyone else. Simply complete the account registration form on the web site (including your name, place of residence, postal code, telephone number, and valid email address). To 'Play for Real' you will also be required to enter your UK credit or debit payment card details, your chosen password and security question information. The name associated with your payment method (for example the name on your credit/debit card) must match your first name / surname at all times. You must only use your own payment methods in your registered name to make deposits and request withdrawals. We reserve the right to void all activity where two persons' (married, common law partners or friends) payment method details are registered.
3.2 International Activity
The games are only offered to residents of the UK. Some countries prohibit or limit some or all of the forms of gambling available on this site. You are responsible for ensuring that you are familiar with your country's laws relating to gambling (and, if different, the laws of the country in which you are actually playing) and that you do not breach these laws.
3.3 US Residents
We do not accept wagers or allow residents domiciled in the US and/or its territories or using US issued bank cards to use our website.
3.4 Minimum Age
You must be at least the minimum age of 18 years old to register and join this site and to hold an account (if the territory from which you are playing requires you to be older than 18, then you must be at least the minimum age specified by the applicable local laws). This includes playing the games and using the game console chat functionality. We reserve the right to invalidate accounts if we find a player is less than the minimum age and we may request additional information to confirm a player's age at any time. Any player found to be under the minimum age will have their account frozen and their winnings will be null and void. The provisions of the Act provide that the Operator may be obliged to forfeit balances relating to accounts of someone under the minimum age to the Authority. No claim shall lie against the Operator in the event the balance is remitted to the Authority in these circumstances.
3.5 Encrypted Card Details
You only need to enter your debit/credit card details once. The details are then stored in our secure servers using a proprietary encryption algorithm. After that your debit/credit card details will only be used when you make a deposit or withdrawal. We require your 3 digit Card Security Code (also known as CV2 number) usually found on the back of your card during all card transactions so that your card issuing bank can confirm the integrity of your deposit. We do not store the Card Security Code in our systems.
3.6 Age and Identity Verification
When considering member registrations and certain prize winning withdrawal transactions, the Operator reserves the right to use an independent reference agency to verify your age and identity or any other information that you provide us. This enables accounts to be opened more quickly, reduces the need to obtain age and identification documents and assists us with our crime and fraud prevention programme. In the event that it is not possible to satisfactorily complete our age and identity verification process we may request you to provide personal identification documents to further confirm and validate your age and identity. We reserve the right to suspend your account until you have satisfactorily completed these checks.
3.7 Secure Communications
Information is transmitted between our secure servers and the secure servers of leading e-commerce payment companies who in turn have secure encrypted links between themselves and leading banks. The Operator's employees and Service Provider's employees do not have access to your full debit or credit card details.
3.8 Personal Account / Registration Acceptance
Upon Acceptance of your Registration you will be issued a personal account and confirmation of your registration. You are required to confirm your email address by clicking on the link in your registration email. You will not be able to utilise the full functionality of your account or process a withdrawal until you have done so. If you have entered an incorrect email address at the time of registration, you can update your details in the My Account section of the web site. The Operator reserves the right to decline acceptance of an account registration at any time at its sole discretion. In this instance, unused balances will be refunded to account holders, subject to the terms and conditions and the Operator's obligations under the Act.
3.9 Illegal Wagering is Void
The Operator does not accept liability for any breach by you of the applicable laws of your country of residence. The Operator reserves the right at its sole discretion to declare any wager as void if a player is identified as playing illegally, in which event no winnings will be paid.
3.10 Secure Player Details
The Operator executes transactions in secure mode using Thawte certification, so any personal and financial details you submit are encrypted during transmission. The Operator takes all reasonable precautions to protect sensitive information provided by visitors to the website. Information submitted by players is encrypted using SSL encryption, the exact level of encryption supported being determined by the level supported by the player's browser.
3.11 Card Deposits
You can deposit money into your account to play the Games using Visa, MasterCard, Maestro UK, Solo, Visa Debit, Visa Electron, All account transactions are denominated in GBP only. Heart Bingo Online will appear as a reference on your card / payment provider statement. Please note we accept no responsibility for any charges or fees levied by your card issuing bank or financial institution.
3.12 Minimum and Maximum Deposits
A minimum deposit of GBP 10 (£10.00) and a maximum of GBP 5,000 (£5,000.00) per transaction may be made on a single credit or debit card. The Operator reserves the right to limit customer deposits on a single day. For the avoidance of doubt all times are GMT.
3.13 One Live Card per Player Account
You may register more than one credit or debit card number on your account, however you are only permitted to have one card active with your account at any one time, and no card may be registered to more than one account. You can only use your credit or debit card to make deposits in the account with which it has been registered.
3.14 Online Wagering Only
You may only place wagers for the Games through this website or other online mechanisms that may be provided from time to time. Attempts to place wagers through any other medium, including telephone, fax or post, will not be accepted.
3.15 Interest on Player Account Funds
The Operator is not a financial institution. Interest will not be payable on monies held in Player accounts as these are deemed to be advance payments for intended wagering.
3.16 Up to Date Personal Details
It is your responsibility to ensure that your personal details are kept up to date, including your name, place of residence, telephone number, and valid email address. If necessary we will contact you at your registered email address, by phone, by SMS (text message), or by letter. We will phone your mobile number in preference to your home number, if you register your mobile number.
3.17 Player Responsibility for Keeping Password and Player Details Secure
Your account username, password and personal question details are issued for your personal use and should be kept private at all times. Your account is for your sole personal use only and provided that we have been correctly supplied with the account information requested, we are entitled to assume that all payment and gaming transactions are made by you.
We take no responsibility for any third party access to your account and under no circumstances shall the Operator be liable for any losses incurred by you as a result of misuse of your password by any person or for any unauthorised access to your account and all transactions where your user name and password have been entered correctly will be regarded as valid, whether or not authorised by you.
You should change your password on a regular basis and never disclose it to any third party. You can change your password at anytime through the My Account section of the web site. We will never ask you to disclose your password. Passwords should contain a mixture of upper and lower case letters and numbers and/or symbols.
Passwords are case sensitive and we recommend the use of passwords that combine a combination of non obvious letters and numbers in different cases. Do not associate your Password with anything personal such as names, birth dates, telephone numbers, or other familiar words. This will help to prevent the risk of unauthorised use of your account. It is your sole responsibility to protect and keep your username and password confidential at all times and you are responsible for any unauthorised misuse.
We strongly recommend that you disable any automatic password memory in your browser prior to use and that you run appropriate anti-spyware, firewall and virus protection on your computer on a regular basis. Always log out of your account and shut down your computer when not in use and avoid accessing your account at Internet or Cyber cafes, libraries or other public sites that have Internet access.
You must report any loss or misuse of your password and if you think your account may have been accessed by a minor please contact us with immediate effect.
3.18 Login / Logout Feature
Wagers should only be made by the account holder. Players can use a log out button on the left hand navigation to log out quickly from any page on the website. The Software Systems also normally (though without creating an obligation to do so) automatically log out an account holder where no activity has been recorded on the Games server for more than 15 minutes.
3.19 Contacting us if Player Details believed no Longer Secure
Players are also responsible for keeping accurate details provided at registration up to date. You can access and amend your own individual account information by clicking on "My Account Details" in the My Account section of the web site. If you have any reason to believe that your individual account information may no longer be secure please contact Customer Support.
3.20 Closing Player Accounts
The Operator reserves the right to close an account at any time without explanation. Unused balances will be refunded to account holders, subject to the terms and conditions and the Operator's obligations under the Act.
3.21 Payment Transactions and Fraudulent and Suspicious Transactions
Each user of the Service is fully responsible for paying all monies owed to the Operator. It is unlawful to deposit, or attempt to deposit, funds obtained from ill-gotten means. To prevent crime, verify your identity and meet our legal obligations all transactions are checked and monitored and where appropriate we reserve the right to use third party reference agencies to assist in this process.
You agree that you will not make or attempt to make any chargebacks, and/or deny or reverse any payment that you have made and you will reimburse the Operator for any chargebacks, denial or reversal of payments you make and any loss suffered by the Operator as a consequence thereof. The Operator may, at its sole discretion, cease to provide the Services or withhold payment to certain users or to users paying with certain credit cards or third party payment methods.
We reserve the right to use third party electronic payment processors and/or financial institutions to process payments made by and to you in connection with your use of the Services. To the extent that they do not conflict with the terms of this Agreement, you agree to be bound by the terms and conditions of such third party electronic payment processors and/or financial institutions.
In the case of suspected or fraudulent payment, including use of stolen credit cards, or any other fraudulent activity (including any chargeback or other reversal of a payment), we reserve the right to suspend or close a user's account, reverse any withdrawal made and recover any winnings. The Operator has the obligation under the Act to report suspicious activity to the Regulator and reserves the right to report such activity to the police or relevant authorities and may employ collection services to recover payments. However, under no circumstances shall the Operator be liable for any unauthorized use of credit cards, irrespective of whether or not the credit cards were reported stolen.
3.22 Dormant Accounts
In the event that no transaction has been recorded on a Player's account for twenty four months, we reserve the right to close the account and remit the balance using the last known details of the player.
3.23 Transfer of accounts and funds between accounts
It is prohibited for a player to sell, transfer or acquire accounts to or from other players, or to attempt to do so. It is prohibited for funds to be transferred between accounts.
3.24 Responsible Gaming
The Operator takes the issue of responsible gaming very seriously and is committed to providing a responsible gaming service. As part of our Responsible Gaming policy we provide you with the ability to control and limit your spending, and options to temporarily cool off access to your account and an option to self-exclude and close your account for a set period of time if you feel you are experiencing problems. To view our Responsible Gaming policy and for more details on how you can control your gambling please visit the Responsible Gaming link in the My Account section of the web site.
3.25 Deposit Limit and Frequency Control
You are able to set a maximum deposit limit and frequency control on your account by accessing the Responsible Gaming section in the My Account section of the web site. The default limit on all new accounts is No Limit. You can decrease set limits at anytime with immediate effect, all requests to increase set limits can take up to 7 days to become active. We will take all reasonable precautions to ensure your deposit limit is observed but we are not liable to you if you circumvent our procedures and deposit funds into your account that exceeds your limit. Winnings that have been withdrawn can be re-deposited within the deposit limit period without affecting your deposit limit. Deposit limits refer to deposits made with your personal funds and exclude re-deposited withdrawals during the limit period.
3.26 Cool Off
You may temporarily exclude yourself from the site for a period from 24 hours up to 4 weeks by accessing the Responsible Gaming section in the My Account section of the web site, and selecting your required cool off duration period. On confirming the cool off duration period your account will be immediately frozen and it will not be possible to login to your account until the selected duration has elapsed. It is not possible for us to override or remove any cool off time period once set. Any balances and any advance wagers (including Bingo tickets) that you have placed will remain and any winnings will be credited to your account. You will only be able to access your winnings after the cool off period has elapsed.
On request, we will close any account for a minimum period of 6 months during which time it will not be possible for the account to be re-opened for any reason. You can close your account under our responsible gaming self-exclusion policy at anytime by contacting our 24/7 Customer Support team on free phone 0800 458 3360 or by emailing email@example.com with the username or registered email details of the account you wish to close. Upon self-exclusion all future wagers, stage saved games, pre-purchased Bingo tickets, Bonus funds and entries in any promotions will be forfeited. We will not be able to reinstate these if the account is reopened after the self-exclusion period. All remaining balances less any active bonuses will be transferred to your credit card, transferred to your bank account or paid by cheque. Upon expiry of the self-exclusion period you may request to re-open a closed account by contacting our 24/7 Customer Support team on free phone 0800 458 3360 or by emailing firstname.lastname@example.org with the details of the account you wish to re-open. All requests to re-open a closed account will be reviewed by the Operator. Accounts closed as part of our self-exclusion policy cannot be re-opened for any reason until the self-exclusion time period has expired. We will use all reasonable endeavours to ensure compliance with our responsible gaming self-exclusion policy. However you accept that we have no responsibility or liability whatsoever if you continue to deposit and wager using additional not previously disclosed accounts or if you open up a new account with substantially the same personal registration information, albeit inputted into the registration form in a different way. You acknowledge that if elect to self exclude you are not permitted to open or use an account that is operated by any Group company. HeartBingo.co.uk is part of a group of companies that also licenses and operates the following websites; FabulousBingo.co.uk, CaesarsBingo.com, CaesarsCasino.co.uk, Jackpotjoy.com, SunBingo.co.uk, Starspins.com and Virgingames.com. It is as part of our group responsible gaming policy and your commitment to your self-exclusion agreement that you do not register or operate any accounts on these sites during the time of your account self exclusion period. Any accounts that we detect that contravene our policy will be closed under the terms of our self exclusion account closure policy. In the event of a breach to our policy the Operator reserves the right to suspend any accounts that you may continue to operate. For the avoidance of doubt the Operator shall not be liable to refund any deposits you have made to any additional accounts during the self exclusion period.
3.28 Closing Accounts
You have the right to cancel and close your account and request payment of outstanding funds at any time. The Operator also reserves the right to temporarily suspend or permanently close your account (without assigning any reason). So long as you have complied with the foregoing obligations and the terms referred to in the terms and conditions, your outstanding funds, as recorded on the Operator's systems, will be repaid to you. Closure of an account will automatically render any stage saved games, pre-purchased Bingo tickets and entries in any promotions void. We will not be able to reinstate these if the account is reopened. All remaining balances will be transferred to your credit card or transferred to your bank account.
3.29 How to Close your Account
You may instruct us to close your account at anytime by contacting our 24/7 Customer Support team on free phone 0800 458 3360 or by emailing email@example.com with details of the account you wish to close. Such termination shall occur within 72 hours after receipt by the Operator of your request. You accept that you shall remain responsible for any activity on your account between advising us of your notification and the termination of your account by the Operator. Once your account is closed we will not be able to accept subsequent payment requests for wagers from this account.
3.30 Re-opening your Account
You may request to re-open a closed account by contacting our 24/7 Customer Support team on free phone 0800 458 3360 or by emailing firstname.lastname@example.org with the details of the account you wish to re-open. All requests to re-open a closed account will be reviewed by the Operator. Accounts closed as part of our self-exclusion or cool off policy cannot be re-opened for any reason until the self-exclusion or cool off time period has expired.
3.31 Email verification
You cannot request to withdraw funds from your account until your registered email address has been verified. You will be unable to receive promotional emails until your registered email address has been verified.
4. Bonus Terms and Conditions
4.1 Welcome Bonus and Reload Bonuses
A welcome bonus is a first time sign up bonus that is applied to member's first deposit only. This cannot be combined with any other bonus or promotion nor can it be given to future deposits. Reload Bonuses are offered as a onetime bonus offer on a single deposit within a defined period of time and are only available to selected members. Reload bonuses operate under the same terms and conditions as a welcome bonus.
4.2 Bonus Eligibility
A welcome bonus is available to all members on their first deposit and is optional. Bonuses on further deposits are available only on selected deposits, providing you have been selected to receive a bonus. In the event a member deposits an amount that does not qualify for a bonus they will not be able to claim the bonus on subsequent deposits that would have qualified for a bonus. Qualifying members will have their player account credited with the bonus money providing their deposit meets the minimum and maximum deposit requirements.
4.3 Bonus Types
The following types of bonus are defined as follows: Fixed Bonus - Bonus amount is a fixed value. Cash Match Bonus - Bonus amount is equal to the member's deposit (up to a maximum value defined in the bonus rules, usually GBP 100 - £100). Cash Match Percentage - Bonus amount is a percentage of the member's deposit. A 50% Cash Match would be a bonus equal to half the member's deposit (up to a maximum value defined in the bonus rules, usually GBP 100 - £100).
4.4 Wagering Requirements
All bonuses require a minimum wager requirement to be completed before you are able to make a withdrawal. This will differ depending on the bonus offered; see individual bonus terms and conditions for full details. Wagers on each game will contribute different amounts towards your wagering requirements. Your wager requirements will be displayed to you in the My Account section of the web site. You will be presented with an example of how much you will need to wager displayed as a percentage of the total wagering requirement. If any games are excluded from the wagering contribution they will be listed in the terms and conditions associated with the individual bonus. By accepting a bonus, you agree with the Bonus terms and conditions and you will not be able to forfeit your bonus once you have placed a wager with your bonus funds.
On standard bonuses members are required to wager 2 times the bonus received. Wagering on different games will contribute differently towards your wagering requirements. Wagers on Bingo games will contribute 100% of each wager towards your wagering requirements, wagers on Slots games and Instant Win games will contribute 5%, however, Super SNAP! does not contribute towards any wagering requirements.
Example: The table below outlines the wagering contributions based on a £10 bet
Game Contribution 90 Ball Bingo £10.00 All Slots games and Instant Win games £0.50
4.5 Wagering Order
The initial amount you wager will be deducted from your deposit first than from the bonus amount. In the event of a win, your bonus balance will be topped up to the initial bonus value and any further winnings are credited as cash. You will not be able to withdraw any winnings won when wagering with bonus money until you have met the wagering requirements of your bonus.
4.6 Bonus Expiry
Your bonus will expire after a period of 30 days from the date the bonus is issued. We reserve the right to expire the bonus and any winnings associated with wagers from any bonus funds at any time.
4.7 Withdrawal Restrictions
Bonus money is available for wagering purposes only and cannot be withdrawn. If you have an active bonus in play you may be able to withdraw part or no part of your total funds depending on the bonus received. For welcome and reload bonuses your bonus and the amount of your deposit that is associated with that bonus are both non-withdrawable until your wagering requirements have been met. You will be presented with a breakdown of what part of your total balance you are able to withdraw. Once you have met your wagering requirements, you will be able to withdraw any available balance.
All withdrawals will be subject to audit before being processed. The Operator reserves all rights to void bonuses or any winnings for failed audits. The Operator reserves the right to modify these rules or cancel this promotion at its sole discretion.
4.8 Depositing with an Active Bonus
A member may make any number of further deposits without affecting the active bonus in any way. Players that deposit a second time with an active bonus will lose the Reload bonus on subsequent deposits. All deposits are added to a member's account as withdrawable funds and will not be wagered with until the member has met the wagering requirements of the bonus, the bonus has been lost or a bet is placed that is larger than the remaining bonus balance. Depositing does not expire a bonus.
4.9 Bonus Rules
By participating in this bonus, you agree to be bound by these rules and to the decisions of the Operator (whose decisions are final and binding in all respects). All bonuses are subject to our official Terms and Conditions, which shall be binding in all cases.
4.10 Additional Bonuses and Promotions
The Operator reserves the right, at its sole discretion, to provide additional bonuses or complimentary payments to members either applied directly to the account or through mechanisms such as offering the facility for members to participate in bonus games, promotions and chat and media games. The application of a bonus or "comp" to a member's account or the offering of bonus games does not oblige the Operator to make any similar payment or offer to any other member. The Operator reserves the right to limit the maximum value of 'bonus' or 'comp' it may award to members in any period of time.
5. Acceptance and Validation of Wagering
5.1 Playing for Real
In order to "play for real", a player must wager from funds that are in their member account maintained by the Operator. In no instance would wagering in demo mode entitle a player to win cash jackpots or prizes. Similarly all wagering is void if on review the player has never successfully deposited funds into their account, nor received a bonus.
5.2 Confirmed Wagers
In order for a wager to be valid you must receive confirmation from us that the wager has been made. A confirmation message will appear on the screen. The wager will have been deemed confirmed when it registers on your Account Details page, accessed via the My Account section on the web site. All bets are final. The Operator cannot cancel or refund wagers once they have been confirmed by the Operator in your account unless the wager is declared void for reasons outlined in these Terms and Conditions.
5.3 Accurate Wagering Records
Despite every effort to ensure total accuracy, the Operator does not accept responsibility for any errors or omissions in respect of information provided on the site. Wagers based on incorrect odds will be void.
5.4 Deduction of Wagers / Unresolved Wagers
Stakes (the cost of a wager) will be deducted from your account at the time of placing your bet, no matter when the result is determined. The Operator cannot refund bets placed on games where bets have been purchased for future plays that have not yet been settled. Such bets will be resolved and any winnings credited to members account.
5.5 Right of the Operator to cancel/terminate Games
The Operator shall have the right to cancel or terminate game events at its sole discretion. In the event that a game is cancelled or terminated such that it is not possible to resolve the wager then that game shall be deemed null and void and the wager will be credited back to the player account.
6. Prizes, Payment of Winnings, Withdrawal of Funds and Bonus Promotions
6.1 Crediting Winnings
Winnings due on wagering conducted through your account will be added to your current deposit balance automatically. This update of your account is not 'proof of win'. If upon manual review there is evidence of fraud or malpractice, the Operator reserves the right to void certain winnings and to amend player accounts accordingly. You may be contacted for winnings over GBP 5,000 (£5,000.00) or currency equivalent.
6.2 Maximum Winnings
The maximum that any one individual member in any 24 hour period can win (excluding any progressive or super jackpot elements to a prize payout) is limited to GBP 25,000 (£25,000.00) or currency equivalent. Should you exceed this limit in any 24 hour period, any bets made once the limit has been exceeded may be rendered void, at the Operator's discretion and your stakes will be returned to your account without any winnings made on those wagers.
6.3 Rounding of Winnings
The Operator uses a wager multiplier to calculate and accumulate gaming odds and it is therefore possible that with certain games, winning payouts can be displayed for presentational clarity having been rounded down to two decimal places to the nearest currency unit (i.e. pence (GBP) or cents (EUR)). However, the Operator's servers calculate and record the exact decimal value of the accumulated winning payouts and members balances.
6.4 The Operator's Wagering Decision is Final
You agree that subject to Section 14.3, the Operator and their records shall be the final authority in determining the terms of any wagers you place and the circumstances in which they were made.
6.5 Gibraltar Licence Fees
The Operator will pay any appropriate licence fees to the appropriate tax authorities at the applicable rate.
6.6 Withdrawal Payment Requests
You must submit your withdrawal request for payment with a preferred payment method, either credit card payment or bank electronic transfer. Withdrawal payment methods are made available subject to the active deposit method.
6.7 Incorrect Bank Details
It is the sole responsibility of the player to submit the correct bank account and sort code details for payment of winnings. The Operator is only able to process UK bank transfers. The Operator cannot repay incorrect, successful payments due to incorrect details provided by a player. If payment is unsuccessful, the Operator will investigate and use reasonable efforts to notify the player and request corrected bank account details. Unsuccessful payments will only be credited to a player's account once the Operator has been notified by its bank payment processor that the payment has been successfully retrieved.
6.8 Minimum and Maximum Withdrawals
Players can make withdrawals of GBP 10 (£10.00) or above by credit card or bank transfer. Credit card (UK card issued only) withdrawals are limited to GBP 1,000 (£1,000.00) per transaction. Bank transfer (UK banks only) withdrawals are limited to GBP 3,000 (£3,000.00) per transaction. Your available withdrawal method is dependent upon your active deposit method. As part of our Age Verification and Money Laundering requirements withdrawals may be subject to Proof of Identity checks. We do not charge you to withdraw from your account and please note we accept no responsibility for any charges or fees levied by your card issuing bank or financial institution.
6.9 Confirmation of Payment Requests / Account Debiting
Once you have submitted your request you will see a confirmation message that the transfer has been actioned and your balance will immediately clear to zero or to the balance of the amount not withdrawn. If you clear your account down to zero, in order to continue wagering you will be required to transfer a minimum deposit of GBP 10 (£10.00) into your account.
6.10 Payment Authorisation and Payment
We aim to authorise your card or bank transfer within 24 hours of receipt of your request. For security reasons players making withdrawals may have to provide some additional information to ensure stringent safeguards are maintained. This is to protect our players and ensure no fraudulent activity is carried out and ensure we meet our obligations under the provisions of the Act. Once your withdrawal has been approved we are not responsible for any third party financial clearing process delays in your payment being received.
As well as any other verification processes we may undertake, (please refer to Section 3.6) we reserve the right to request you to provide additional proof of identity to assist with our Money Laundering and Age Verification policy before processing your withdrawals. Upon email or telephone request we reserve the right to request specific proof of identity in the form of, including but not limited to: passport number, driving license, photocopy of a valid identity document, utility bill or header of a recent bank or card statement. We are not responsible for any delays in processing your withdrawal requests in the event you do not receive or respond to our request. You can track the progress of your withdrawal request within the My Account - Transaction History section. We will advise you by email once your withdrawal payment request has been authorised. As part of our compliance to EU Money Laundering Directives all personal information records are kept for a period of least 5 years and are held and processed in line with the EU Data Protection Directives.
6.11 Progressive Jackpots
Players choosing to play progressive jackpot slot or casino games must understand that they have a chance to win the progressive jackpot, normally only if they wager the maximum 'coin' available. A 'Bet Max' button enables players of such games, holding sufficient funds, to ensure they are staking with a chance of winning the progressive jackpot. Progressive Jackpots in the Bingo rooms are available to be won by all bingo card holders, regardless of the number of cards purchased.
The Operator reserves the right to participate in pooled progressive jackpot networks owned and operated by the Service Provider.
6.12 Progressive Jackpot Winnings
All progressive winnings will be subject to our final confirmation. This decision will be final and no correspondence will be entered into.
6.13 Progressive Jackpot Accuracy
The Operator has taken every possible precaution to ensure that the progressive value displayed in the game matches the value on the game server. Please note that it is the progressive value on the server that is used when the progressive is paid out. A small discrepancy may arise due to the delay between the initial progressive being displayed to the Player and the progressive that is actually won and paid out. Although unlikely, it is theoretically possible for the jackpot to be apparently won by more than one player during the delay period mentioned above. In the event of more than one player apparently winning a progressive jackpot simultaneously then the player recorded on our servers as having won the jackpot first shall be the recipient and the subsequent player(s) shall win the value of the jackpot when reset. In the extremely unlikely event of the server recording a win truly simultaneously, the Operator reserves the right to share the jackpot equally between the winning players.
6.14 Prize Winner Notification and Expiry
All prize winners will be contacted by email on the day that prize is drawn. If the winner does not reply to their email (by returning email to sender) within 11 days, 23:59 GMT, they will forfeit their prize and the following will happen. If the competition is a prize draw, the draw will be run again and another winner selected. If the competition is of tournament structure, the next placed player will be awarded the prize (i.e. if 1st place doesn't respond then 2nd place will be awarded the 1st place prize).
6.15 Progressive Jackpot Accuracy
We take every possible precaution to ensure that the progressive value displayed in the game matches the value on the game server. Please note that it is the progressive value on the server that is used when the progressive is paid out. A small discrepancy may arise due to the delay between the initial progressive being displayed to a Player and the progressive that is actually won and paid out.
6.16 Promotions, Offers, Prizes and Credits
From time to time we may operate a bonus promotion. We reserve the right to determine the member qualification criteria of the bonus promotion. Full details on the bonus promotion terms and conditions can be found at www.heartbingo.co.uk.
6.17 Location-specific Promotional Prizes
The Operator will specify if 'travel costs' are included in a location-specific promotional prize. The Operator reserves the right to offer an alternative prize of similar value (including a financial consideration) if it is impractical for the player to travel to a location-based prize. In such cases, the Operator will attempt to offer a similar type of prize at a location nearer to the player but the Operator reserves the right alternatively to offer a financial consideration prize.
6.18 Customer Service Account, Service Agreement and Transaction Enquiries
If you have any queries regarding transactions on your account or service agreement please email our customer services department on email@example.com or call free phone 0800 458 3360. Our staff answer phone queries 24 hours a day, 7 days a week. We endeavour to respond and resolve any queries as quickly and efficiently as possible. Calls may be monitored or recorded for training and security purposes.
The Operator will not tolerate any abusive behaviour exhibited by users of the Service to the Operator's employees. In the event that the Operator, in its sole discretion, deems that your behavior, via telephone, live chat, email or otherwise, has been abusive or derogatory towards any of the Operator's employees, the Operator shall have the right to block or terminate your account with the Operator and in such circumstances.
6.19 Demo Mode
The Operator's Demo Mode games are the same as the corresponding Play for Real version. Demo Mode versions of games allow you to play for "fun" money that has no financial value.
6.20 Bonus Promotions
From time to time the Operator may operate a bonus promotion. The Operator reserves the right to determine the member qualification criteria of the bonus promotion. Full details on the bonus promotion terms and conditions can be found at www.heartbingo.co.uk.
7. Stakes Wagered
7.1 Minimum Stakes
A minimum stake of GBP 0.01 per wager applies. All stakes/wagers contain a unique ticket number/identifier.
7.2 The Operator's Server Evidenced Bet Results
In the event that there is a discrepancy between either the numbers that a Player believes that they have entered or the graphic display of the game they have played and those in the database maintained by the Operator, the numbers in the database are considered valid and no correspondence disputing such issues will be entered into by the Operator. For the avoidance of doubt, this policy covers disputed results on both 'Play for Real' and Demo Mode Games.
7.3 Random Number Generator
You accept and agree that random number generator software, hosted on the Operator's servers in Gibraltar will determine the outcome of the Games. You accept and agree that if the result shown on the Software (as installed and operated by your hardware) conflicts with the result shown on our server, the result shown on our server shall in all circumstances take precedence. You understand and agree that (without prejudice to your other rights and remedies) the Operator records shall be the final authority in determining the terms of your use of the Services and you shall have no right to dispute the Operator's decisions in regard to such matters.
No claims or disputes will be considered more than seven days after the date of the original transaction and all claims or disputes should be raised with Customer Support on free phone 0800 458 3360 or by emailing firstname.lastname@example.org.
7.4 Integrity of Random Number Generator (RNG)
The output of the Service Provider's RNG used by the Operator is monitored regularly by the Operator to ensure it performs within expected bounds and is checked periodically by the Agents of the Authority and is accepted and certified by the Authority in accordance with the provisions of the Act.
7.5 Automatic Game Playing / Manipulation of Software
Automatic playing of Games by software (including so called "robots") or any other manipulation of the Games or your/another Player's account data may result in termination of your membership, cancellation of all associated accounts, and the cancellation of any outstanding winnings and deposits. Players that violate this policy will not be eligible for reinstatement under different screen names until further notice.
7.6 Rules and Regulations Violations
The Operator reserves all legal rights and remedies against Players who violate the rules and regulations associated with the Operator's account membership.
7.7 Disconnections and Other Events Beyond the Operator's Control
Wherever possible, the Operator endeavours to ensure the full protection of all its clients and their bets. However, there are certain events that are beyond the Operator's control.
The games are played over Internet. These are communication mediums that are known to be imperfect. If you have not commenced the game when you are disconnected, the game will not take place. If you have commenced the game when you are disconnected the game will be recorded on the game servers and the bet will stand and the outcome will be reflected in your account status.
Some Games are multi stage and may include bonus games. In the event of a disconnection during a bonus game or a multi stage game, reconnecting and re-selecting the game (at the same coin value where applicable) should cause the game to recommence from the point at which it terminated. Non multi stage games will complete the outcome of the game or bonus game in your absence and will credit your account in the result of a win. In the event a bonus game cannot for any reason be recommenced in this way this is considered a malfunction unless otherwise stated in the specific game rules. In the event of disconnection the records stored on the game server shall be the final authority in determining the terms of any wagers you place and the circumstances in which they were made. Malfunction voids all pays and play.
7.8 Client (Player) Account Balances
The balance of a client's account will at all times be as is recorded on the server. Generally the balance on the server when logging into the website, after a line has been disconnected or become non-responsive, will reflect the true balance after completion of the last bet prior to the breakdown in communications.
7.9 Wager Result Acceptance
By placing any further wagers with the Operator the Player accepts the results of any previous wager. As such (at the Operator's discretion) the results of the previous wager are no longer in dispute and no refunds or other adjustments will be granted. If the Player should feel the result of any of the Operator's games is unfair or incorrect the Player should contact the Operator immediately and report the incident.
7.10 The Operator's Terms and Conditions of Play
All games are played strictly subject to the Operator's terms and conditions. By playing at the Operator's website, the player is agreeing to abide by these terms and conditions and, in addition, the specific rules relating to any specific game played.
7.11 The Operator's and Service Provider's Employee and Contractor Playing Restrictions
Employees and Contractors of the Operator, the Service Provider and any of the Operator's or Service Provider's third party contractors such as licensors, software suppliers, partners or developers and their employees are prohibited from registering, playing the Games or making transactions on the service, unless authorised to do so by a legally entitled Official of the Operator for test purposes only. For the avoidance of doubt, no funds or winnings in accounts used in this manner may be withdrawn.
7.12 Site Activity Monitoring
Use of the site will be closely monitored to ensure that no customer is using the site with a frequency or in a manner which might suggest that he or she is using it for bookmaking and we reserve the right to withhold any monies and/or suspend and/or terminate the registration and/or account if the Operator considers that the site is so being used.
7.13 Suspicious Activity
If the Operator determines, or suspects, that a transaction is suspicious and involves or may involve financial crime or similar activity, the Operator reserves the right to retain the amount of that transaction and any other transaction made by you. We shall be under no obligation to provide you with any reasons for so doing. Where applicable this clause shall include collusion between players or suspected collusion between players whether using our systems or other systems.
7.14 Gaming System Malfunction
The Operator reserves the right to withhold winnings and void wagers if a player manipulates the games in a fraudulent manner or the Gaming System itself malfunctions. The definition of such a malfunction extends to an error in the published odds or pay tables, or a game not working in accordance with its published rules.
7.15 Player Staking
Players must pay for each wager from funds in their gaming account. If funds are not available the player will not be allowed to wager until further funds are deposited.
7.16 Autoplay Facility
An Autoplay Facility is available on several slots games on service and allows you to set the game to play out between 10 and 1,000 spins automatically for you. You can select the number of spins you wish to play and each spin will be placed a minimum of 3 seconds after the previous spin. You are able to stop the spins at any time. You are responsible for ensuring you are comfortable with the number of spins and the coin size you select before committing to Autoplay. Once you press AUTO the spins will start in accordance with the settings you have specified. Once commenced, the spins can only be stopped by pressing the STOP button. Pressing the STOP button will prevent further automatic spins from taking place. The outcome of any spins prior to pressing the STOP button including any spin in progress at the time you press the STOP button cannot be reversed.
7.17 Game Wagering History
Players may access and view their game, bonus and reward wagering history for the last 7 days in My Account - History. Alternatively players may request a full game, bonus and reward wagering history by contacting Customer Support.
8. Chat Rooms
8.1 Chat Content Standards
The Operator may provide you with a chat facility via which you will be able to communicate with other users of the Service. The Operator reserves the right to review the chat and to keep a record of all statements made on such facility. As a condition of your use of the chat facility, you agree to adhere to the following rules:
i. You shall not make any statements that are sexually explicit or grossly offensive, including messages that are expressions of bigotry, racism, hatred or profanity.
ii. You shall not make statements that are abusive, defamatory or harassing or insulting to other users of the Service.
iii. You shall not make statements that advertise, promote or otherwise relate to any other online sites or ventures, discuss illegal activities or post personal details.
iv. You shall not make statements about the Operator or the Sites or any other Internet site connected to the Operator that are untrue and/or malicious and/or damaging to the Operator.
v. By opening an account you agree not to hold the Operator responsible for the publication of content in the Chat rooms.
8.2 Chat Monitoring Levels
The Operator actively reviews chat content and takes necessary action retrospectively. Hosts are employed to watch over the chat content and should they feel that the content is unsuitable, will cease said activity. Hosts are identified by 'HOST' after their name. We reserve the right to mute, suspend or cancel your account at our sole discretion if you do not comply with the rules of the Operator and your activity may be classed as defamation and reported to your Internet Service Provider (ISP) or the relevant authorities under the Defamation Act 1996.
8.3 Unwanted Chat
You may use the 'ignore' feature to stop any unwanted content, alternatively you can report any complaints to the Operator at email@example.com or 0800 458 3360 where they will be investigated.
You agree that the Operator and Service Provider as applicable are the owners of all rights to technology, software and business systems utilised on the Operator's website and that your use of these websites (and registration thereon) confers no rights whatsoever to intellectual property contained or utilized therein. Use or publication by you of any item displayed on this website is strictly prohibited.
10. Submission of Information
11.2 Data Protection Act Registration
The Operator is bound and compliant with the European Data Protection Directive 94/46/EC in respect of the handling and collection of your personal information.
11.3 Personal Information Capture
We collect personal information from visitors to this website through the online registration process and every time you interact with us.
11.4 Use of Personal Information
Use of personal information: we process personal information collected via this website for the purposes of: Setting up and managing your account; Building up your personal profiles; Providing you with information about the Operator's promotional offers; and complying with all regulatory requirements, in particular those relating to the identification of individuals under money laundering legislation. Access to Personal information is limited to the staff of the Operator and Service Provider in accordance with their roles and responsibilities in managing the above uses in accordance with the applicable Data Protection Act.
Cookies may be set by the website you are visiting (‘first party cookies’) or they may be set by other websites who run content on the page you are viewing (‘third party cookies’).
What is in a cookie?
A cookie is a simple text file that is stored on your computer or mobile device by a website’s server and only that server will be able to retrieve or read the contents of that cookie. Each cookie is unique to your web browser. It will contain some anonymous information such as a unique identifier and the site name and some digits and numbers. It allows a website to remember things like your preferences.
What to do if you don’t want cookies to be set?
Some people find the idea of a website storing information on their computer or mobile device a bit intrusive, particularly when this information is stored and used by a third party without them knowing. Although this is generally quite harmless you may not, for example, want to see advertising that has been targeted to your interests. If you prefer, it is possible to block some or all cookies, or even to delete cookies that have already been set; but you need to be aware that you might lose some functions of that website. Most online browsers automatically accept cookies, however if you wish to restrict or block cookies you can modify your browser settings. Information on deleting or controlling cookies is available at www.AboutCookies.org.
Gamesys Group Cookies
The table below provides an overview of all the cookies used by the Gamesys Group, the purpose of the cookie and when it expires.
Cookie Name Description Expiry JESSIONID This is an automatically generated java session ID. End of Session cp_session Used to authenticate requests made in our customer help interface (Right Now). End of Session UNIQUE_VISITOR This cookie collects information (non-personal information) about how visitors use the website. 1 Day VISIT_REGISTRATION Used for website tracking to inform us if you have visited the registration page. 1 Day FirstVisit Used to decide which logged out banner is shown to you on subsequent visits. 1 Year LONG LIFE_COOKIE This cookie is used to recognise a user (non-personal information) and track their actions on subsequent visits. 1 Year MEMBER_ID This is a unique reference number we use to identify you on our website. 1 Year LOGIN_USERNAME This cookie is used to remember and pre populate your username within the login box for your next visit. 1 Year
11.5.1 Third Party Cookies
We use a number of suppliers who also set cookies on our websites on its behalf in order to deliver the services that they are providing. If you would like more information about the cookies used by these suppliers, as well as information on how to opt-out, please see their individual privacy policies listed below.
Cookie Name Description Doubleclick Doubleclick ‘Spotlight Tags’ are used to measure the effectiveness of online marketing campaigns. Visit Doubleclick for more information http://www.doubleclick.com/privacy/dart_adserving.aspx Google Analytics Visit Google for more information http://www.google.com/intl/en/privacypolicy.html Maxymiser Maxymiser cookies are used to anonymously test different design ideas (known as ‘A-B testing’). Visit Maxymiser for more information http://www.maxymiser.com/company/privacy
11.6 Limited Winner Detail Disclosure
Personal details of all Players will remain confidential, save for the Operator reserving the right to publish some or all of the following information for certain prize winners. Any winnings: winner username. Winnings greater than GBP 100 (£100.00) winner username, first name and initial letter of surname, gender, town, city or county appearing on the credit or debit card billing address.
11.7 Big Winner Promotional Information (A)
Winners grant the Operator irrevocable right but not obligation to use and publish their proper name and town and/or county of their postal address and any verbal quotes given over the telephone phone, or in writing. Any photographs sent to the Operator for promotional purposes or any photographs taken by a commissioned photographer will remain the property of the Operator. The Operator reserves the rights to use any of these details or imagery for online, print and any other media, in connection with the Operator's network of websites. Acceptance of any prize constitutes irrevocable permission for the Operator and their advertising/promotional agencies to use winner's name, likenesses and photograph (where applicable) for advertising/promotional purposes without compensation unless prohibited by law.
11.8 Big Winner Promotional Information (B)
By entering, participants release and hold harmless the Operator, their respective parents, subsidiaries, affiliates, directors, officers, employees and agents from any and all liability for any injuries, loss, or damage of any kind arising from or in connection with the heartbingo.co.uk website contest or any prize won or any publication or use of winners' names and likenesses and addresses as aforesaid.
11.9 Restricted Personal Information Disclosure to Gaming Partners
The Operator will not disclose personal information to non-group companies except to the respective Partner in respect of the screen names and email addresses of users. Email addresses are not published on the website.
11.10 Newsletters and Offers
The Operator may inform you (by email, phone, text message, mail or otherwise) about products and services (including those of other companies and organisations) that we consider may be of interest to you. You may request to be removed by updating your subscription status in the My Account section of the web site.
11.11 Written Requests
Upon receipt of your written request to the following address: The Data Protection Officer, Entertaining Play Limited, 2.2 Waterport Place, Gibraltar, we will disclose to you your personal data held by us, we shall correct or delete inaccurate details, and notify any third party recipients of the necessary changes. Changes to certain parts of your account information can also be made by accessing 'My Account'. We regularly delete data that is no longer required.
11.12 Regulatory Disclosures
In accordance with regulatory provisions, the Operator may be obliged to provide personal information to the Authority about you and your account pursuant to such laws and regulations; including, inter-alia, details of players breaching these terms and conditions and especially: players gambling or attempting to gamble when under age or suspected of being under age; players engaging in suspicious transactions or suspected to be engaging in money laundering or fraud; players colluding or suspected of collusion; players using robots or modifying the software (or attempting or being suspected of so doing); suspicious use of the Chat facilities; players who have left their accounts dormant; players who register a dispute with the Authority.
12. Limits on Liability
12.1 Limited Wagering Liability
The decision of the Operator will be final and binding on all matters and no further correspondence will be entered into. The Operator's liability in respect of any claim or loss will be limited to the stake paid by the Player.
12.2 Failed Networks Communication Liability
In particular, but without prejudice to the generality of the foregoing, the Operator will not be liable to any person: - in the event of force majeure, - for the failure of, or damage or destruction to, the Operator's central computer system or records, or any part thereof, - for delays, losses, errors or omissions resulting from failure of any telecommunications or other data transmission system, - for any delay resulting in non-receipt of any entry for a particular draw.
12.3 Events beyond the Operator's Control
The Operator will not be liable for any loss as a result of an act of God, an outbreak of hostilities, riot, civil disturbance, acts of terrorism, the act of any government or authority (including refusal or revocation of any licence or consent), fire, explosion, flood, theft, malicious damage, strike, lock-out, or industrial action of any kind.
12.4 Liability Outside of These Terms
The Parties shall not commit nor purport to commit the other to honour any obligation other than is specifically provided for by these Rules and Regulations.
12.5 Card Liability
The Operator does not accept liability for damages which may be caused by the interception or misuse of Players' credit or debit card details on the Internet, unless stated to the contrary on the Operator's website pages.
12.6 Supremacy of English-Version of Terms
These Rules and Regulations constitute the entire agreement and understanding between the Parties. If there is a discrepancy between the English language version of these rules and any other language version, the English language version is deemed correct.
13. Software Service
The Service may include Software which may be downloaded and installed on the Player's PC. The Operator hereby grants to the Player a non-exclusive, licence for the Use of the Software on devices owned or operated by the Player, subject to the terms and conditions of this Agreement. The Player acknowledges that they will use the Software only for the purpose of Wagering and Managing their Account on the Service and undertakes that they will not copy, modify, de-compile, re-engineer, assign, sell or undertake any other dealing in the Software, nor attempt to interfere with its correct operation.
14.1 Gibraltar Court Jurisdiction for Disputes
If there is a dispute regarding an entry or eligibility for a Prize or claim, the decision of the Operator will be final and binding. The relationship between the Parties, as well as this agreement, is governed by and construed in accordance with the laws of Gibraltar and whose courts shall be the courts of jurisdiction.
14.2 Non-invalidation of all Terms
If any part of these terms is found by a court of competent jurisdiction or other competent authority to be invalid, unlawful or unenforceable then such part will be severed from the remainder of these terms, which will continue to be valid and enforceable to the fullest extent permitted by law.
14.3 Account Disputes
Where there is any dispute concerning a player's account, we reserve the right to suspend your account until a resolution is reached. Any disputes must be lodged in writing stating the date, time and details of dispute and sent to Entertaining Play Limited, 2.2 Waterport Place, Gibraltar. We take player disputes very seriously and endeavour to take all reasonable steps to investigate and resolve all disputes. If, having filed a complaint in writing and having given us reasonable opportunity to address the complaint, you have the right to bring the dispute to the attention of the regulatory body, the Gibraltar Regulatory Authority (GRA) by email or completing a Complaint Request Resolution form (CRRF) at the GRA web site (www.gra.gi).
15. Term and Amendments
These terms and conditions shall be valid from the first time that you become an end user until such time as you cease being an End User or Player or until such time as we may amend them at which time the amended terms and conditions shall apply. We reserve the right to change these Terms and Conditions at any time. Such changes shall have effect immediately upon publication on this site and you agree to be bound by them and to regularly review these terms for the purposes of monitoring such changes. These terms were last updated on 9th May 2014, and supersede any previous Terms and Conditions. We recommend players should print out a copy of these terms and conditions.