Terms & Conditions

Heart Bingo General Terms and Conditions

 

IMPORTANT INFORMATION

Everything contained in these Terms (see section 2.6 below for what is meant by, and included in, the “Terms”) is important and should be read by you, but we would like to draw your attention in particular to the following sections in these General T&Cs (defined in section 2.6 below) and the important terms and conditions that they contain. It is important that you read the sections themselves and do not rely on the short summaries below:

• By registering for an account and/or accessing or using any part of the Website and Services (defined in sections 1.2 and 2.5 below) you are entering into a legally binding contract. That contract is between you and us and it incorporates all the terms, conditions, rules and documents forming the “Terms” (explained and defined in section 2 below). Please read section 2 carefully. 
• You must be 18 or over and meet certain other eligibility criteria and requirements to register for an account and use the Services. Please read sections 4, 5 and 6 carefully.
• We will need to complete our verification checks before you can do certain things in connection with your account. We may also run verification checks on an ongoing basis after your account has been opened. If we’re unable to complete our verification checks to our reasonable satisfaction, we will have the right to suspend and, ultimately, to close your account, and we may pass on any necessary information to the relevant authorities. Please read section 4 carefully.
• Maximum winnings limits apply to our Services. This means that, regardless of the amount you stake and no matter how much you appear to have ‘won’, you will only be entitled to receive up to the maximum winnings limit. Please read section 10 carefully.
• Withdrawing your funds. You will usually be able to withdraw your available balance at any time, but there are certain circumstances in which we will be entitled to delay or withhold withdrawals. Please read section 11 carefully.
• Errors, Malfunctions, and Interruptions. If any part of the Services suffers an Error, Malfunction, or Interruption (as each of those terms are defined in section 14 below) we have certain rights including (but not limited to) the right to suspend the affected event/market while we investigate and/or void affected Transactions. This includes circumstances where the problem is not obvious to you or us and is only discovered by us when we check or verify the result of a Transaction and/or gameplay retrospectively. Please read section 14 carefully.
• We will not tolerate fraudulent activity, cheating, illegality, or any other “Prohibited Practices” (defined in section 15.2 below). If you do any of these things, we will have certain rights, including the right to suspend and, ultimately, close your account, to void relevant Transactions and/or to withhold funds (including winnings). Please read section 15 carefully.
• In certain circumstances, our liability to you is limited or excluded. When you access and use the Services, it is important that you understand what we are liable for, when limits to our liability will apply (and what those limits are), and what we are not liable for. It is also important that you understand that we will not be liable to you under these Terms, and nor do we owe you a duty of care, in respect of our compliance or otherwise with any regulatory obligations that we may be under from time to time. Please read section 20 carefully.
• Your obligation to compensate us. You may be required to compensate us if we suffer losses because you have breached these Terms. Please read section 21 carefully.
• We may sometimes take actions in relation to your account for legal and/or regulatory reasons including where required to do so by the terms of our licence and/or a regulatory authority. These actions include running certain verification checks, restricting/closing your account, and preventing you from taking up Bonuses and/or completing Bonuses. Please read sections 4,  13.3, 13.4 and 15.6 carefully. 

 

1. Information about us.

Simply put

These Terms apply to www.heartbingo.co.uk, which is owned by BV Gaming Limited. If you use this Website, you agree to the Terms; if not, please don't use the Website (see section 1.2 below for more information about the Website). We explain what is meant by, and included in, these “Terms” in section 2 below.

We are BV Gaming Limited, trading as “Heart Bingo”, a company registered in Gibraltar (company number 42734) with its registered office at Suite 23, Portland House, Glacis Road, Gibraltar, GX11 1AA and trading from Suite 2:01, World Trade Center, Bayside Road, Gibraltar, GX11 1AA. References in these Terms to “Heart Bingo”, “we”, “us” or “our” will be to BV Gaming Limited.

If you want to contact us, you can do so via:

• the message us function on the Website;
• email at info@heartbingo.co.uk

1.2 When we talk about our/the “Website”, this means the website owned and operated by Heart Bingo at www.heartbingo.co.uk which can be accessed via desktop, mobile web and the Heart Bingo iOS and Android applications (and when we say Website, we mean all of these access methods too).

1.3 If we have to contact you, we will do so by email, by telephone, via the in-app or Website message us function or by writing to you at the email address or postal address you provided to us on registration.

1.4 "Writing" includes emails. When we use the words "writing" or "written" in these Terms, this includes emails.

 

2. About these Terms.

Simply put

This section explains the Services we offer, what these Terms cover and include, and why you should read these Terms. 

These Terms form a legally binding contract between you and us and they include these General T&Cs as well as several other terms and policies which you accept by using our Services. (So, you should read them before using our Website!).

We may change these Terms from time to time but if the changes are material, we will give you advance notice – please see section 17 for information about our right to make changes.

2.1 These Terms are the terms and conditions on which we supply our Services to you and they form a binding contract between you and us when you access our Website and/or Services. Section 2.6 below explains exactly what is meant by, and included within, the “Terms”.  Please read these Terms carefully as they tell you who we are, how we will provide our Services to you, how you and we may change or end the contract, what to do if there is a problem, your and our rights and obligations, and other important information.

2.2 By using or visiting our Website and/or by registering for an account and/or using the Services, you agree to be, and are, bound by these Terms. 

2.3 We pride ourselves on creating Terms which are easy to understand and navigate. On the top of each section, you will see a summary of the section’s key points, so that you can quickly find the information you are looking for. We have also highlighted key points in bold and summarised particularly important sections in the “Important Information” section above, but you should read the entire Terms to fully understand them before you register your account and use our Website. We try to avoid using complicated words and legal definitions but where some definitions are needed, you will find them in section 25 below. If you have any questions about these Terms, you will probably be able to find the answer you are looking for in our Help Centre, but if not please contact a member of our Customer Services Team.

2.4 These Terms were last updated on 4 May 2026 and supersede any previous versions.

For customers who register an account on or after 4 May 2026, these Terms apply from the date of registration.

For customers with an existing account prior to 4 May 2026, these Terms will take effect on 4 May 2026, except for sections 18.2 and 18.3. The previous version of sections 18.2 and 18.3 will continue to apply until 22 May 2026, after which the updated sections 18.2 and 18.3 will apply. Previous versions of these Terms are available on request from Customer Services Team.

2.5 When we talk about our/the “Services”, this means any of the gaming products and services that we offer via the Website (including, as explained in section 1.2 above, any associated mobile apps, mobile/desktop versions, etc.) and includes our casino games (which includes virtual sports) and our bingo games.

2.6 Not all of the terms and conditions, rules and policies that apply between you and us are set out in this document – some of them are contained in separate documents. We cross-refer to these other documents and provide you with links to them below. They are still important terms which form part of the contract between you and us, and you should read and understand them just like the rest of this document. The terms and conditions, rules and policies which together form the contract between you and us include the following:

(a) these general terms and conditions (the “General T&Cs”);

(b) the General Offers Terms & Conditions (which can be accessed here);

(c) the Withdrawing Funds Policy (which can be accessed here);

(d) the Maximum Payout Policy (which can be accessed here);

(e) the “Gaming Rules”, which includes both the Live Casino Rules (which can be accessed here) and the Casino Rules (which can be accessed here); Game Rules for individual games can be found within the rules section of the apps and on the Website. Links to these will be provided before you play any games;

(f) the Bingo Rules (which can be accessed here);

(g) the Safer Gambling Rules (which can be accessed here); and

(h) any specific conditions which are stated as applying (e.g. if you are entering a Promotion, the Promotion’s terms and conditions).

2.7 All of the terms and conditions, rules and policies referred to in section 2.6 above shall be collectively referred to as the "Terms".

2.8 If there is any inconsistency between these General T&Cs and the additional rules listed above, these General T&Cs will to that extent take precedence.

2.9 By using our Services, you will be deemed to accept these Terms, including any amendments made to them. If you do not agree to accept and be bound by these Terms, you should stop using our Services, apps and Website.

 

3. Our licence and what it allows us to operate.

Simply put

We hold a Remote Gambling Licence issued by the Gambling Commission of Great Britain to provide gambling services in Great Britain from our offices in Gibraltar.

3.1 We hold the following licence to operate gambling services: a combined remote operating licence issued by the British Gambling Commission with account number 39576.

We are licensed to:

• provide facilities for real event betting (other than pool betting);
• provide betting on virtual events;
• manufacture, supply, install or adapt gambling software;
• operate a casino;
• provide facilities for remote bingo;
• provide facilities for virtual event betting other than pool betting or betting on real events; or
• provide facilities for pool betting.

We are regulated by: Gambling Commission of Great Britain

• Website: https://www.gamblingcommission.gov.uk/
• Email: info@gamblingcommission.gov.uk

3.2 When you use Services, any Transaction with us will be deemed to take place in Gibraltar, where we are located.

3.3 As we made clear in the "Important Information” section above: notwithstanding our regulated status, we will not be liable to you under these Terms, and nor do we owe you a duty of care, in respect of our compliance or otherwise with any regulatory obligations that we may be under from time to time.

 

4. Opening an account and account verification.

Simply put

To use the Services and to make any bets, wagers, stakes, and/or similar transactions (together, “Transactions”), you must first register and be accepted for an account with us. 

We require you to make certain statements before opening an account to make sure you are allowed to gamble with us.

We will also need to carry out checks to make sure you are who you say you are.

You must read and understand the full Terms before opening an account, but we would like to draw your attention to the following:

• You must be 18 years or older.
• Be honest when you create your account.
• Gambling is not a way to make money and you may lose your money.
• You must not register or manage an account for another person.
• You are responsible for ensuring you are legally allowed to use our Services in your country.
• You must keep your personal details up-to-date.
• We will undertake identification verification including through third parties throughout the lifetime of your account.
• You must comply with these Terms at all times when using your account and/or the Services.

We may impose financial restrictions on your account from time to time whilst we undertake verification processes. We provide you with safer gambling tools which are explained further in section 16. You are responsible for setting your own spend controls and using our safer gambling tools.

4.1 When you register an account with us you are agreeing, warranting (i.e., promising) and representing that:

(a) you are at least 18 years of age. We retain the right to ask for Age Check documentation from any applicant or customer at any time and we can void any Transactions made by minors (see section 5 for more information about how we deal with underage customers; and section 25 for exactly what we mean by “Age Check”);

(b) you will provide accurate registration information when opening your account, which will include without limitation your correct date of birth, your country of residence, your current home address, email address and personal telephone number. You must promptly inform us of any changes to these details after your account is opened, or update them as described in section 4.3 below;

(c) you are legally capable of entering into binding contracts, including these Terms, and any bets you place or other Transactions you make via the Services;

(d) you understand the risk that, when using our Services, you may lose money as well as win money;

(e) you understand and accept that when you place bets, they are only valid when accepted in accordance with the Gaming Rules and/or the Bingo Rules;

(f) you are opening your account solely for your personal use, and that you are acting on your own behalf and not on behalf of another person or entity;

(g) you have not previously had an account closed by Heart Bingo or another of BV Gaming Limited's brands for any reason;

(h) you will not try to sell or in any way transfer the benefit of your account to any third party and nor will you acquire or attempt to acquire an account which has been opened in the name of a third party;

(i) you are entirely responsible for complying (and that you comply) with your own local, national, federal, state or other laws concerning betting and gaming prior to opening an account, placing any bets, stakes or wagers or using our Services. If you are located in a country where use of a particular Service is prohibited, you must not (i) register with us for the applicable Service; (ii) attempt to use that Service; or (iii) use your payment card or other payment method to undertake betting or gaming with us for the unlawful Service;

(j) the sources of funds used by you to deposit into your account are not illegal and you will not use our Services in any way as a money transfer system;

(k) you are not prohibited for any reason from betting with us or from using the Services; and

(l) you are not currently subject to a self-exclusion from a Heart Bingo account or another BV Gaming Limited's brands and neither we nor any other operator has excluded you from gambling and you have not signed up to any remote gambling national self-exclusion scheme (for example, GAMSTOP).

4.2 The availability of our Services does not constitute an offer, solicitation or invitation by us for the use of our Services in any jurisdictions in which such use is prohibited by law. If you use our Services in breach of any local, national, federal, state or other laws that apply to you in your country, we will not be liable to you for such use. 

4.3 You must keep your personal details up-to-date. If you fail to do so, it may result in your bets or payment being declined or issued incorrectly. You can update your details in the account section of our apps or Website. If you have any trouble doing this, you can contact our Customer Services Team to update your details for you.

4.4 You agree that we are required to carry out certain verification checks on you when you open an account with us and on an ongoing basis. By registering for an account, you agree that we are entitled to conduct any and all such identification, credit, affordability, fraud and other verification checks from time to time that we may require and/or are required by applicable laws and regulations and/or by the relevant regulatory authorities for use of the Website and our Services generally. You agree that you will provide us with all information that we require in connection with such verification checks. In particular, you will need to provide us with the information specified in the Age Check, the Identity Check, the Source of Funds or Source of Wealth Check and the Occupation and Salary  Check (please see section 25 for what we mean by these expressions) and you agree that we may use any personal information provided by you, in accordance with our Privacy Notice, for the purposes of verifying your age, identity, affordability and source of funds (we will not be liable for any incorrect information supplied by the customer). We will be entitled to suspend or restrict your account in any way that we think is appropriate (including to certain parts of our Website), until we have completed those verification checks to our satisfaction.

4.5 In addition to electronic verification checks, we may carry out manual checks to confirm proof of address, proof of identity and affordability checks. We may ask you to submit a copy of your identity and other documents to our customer services and/or due diligence team to enable them to confirm your identity and other details. This may include them carrying out public searches on you.

4.6 We will provide your details to certain third parties for verification. As part of the registration and verification process, we will supply your information details to authorised credit reference agencies or fraud tool suppliers to confirm your identity and payment provider details. You agree that we may process such information in connection with your registration and verification.

4.7 We may need to repeat or refresh any of the above checks during the lifetime of your account. In the same way as before, you agree that you will provide us with all information that we require and we will be entitled to suspend or restrict your account in any way that we think is appropriate until we have completed those verification checks to our satisfaction. We may change our checks or restrictions from time to time due to business or regulatory needs.

4.8 Until we have received all requested information/documents and completed our verification checks to our reasonable satisfaction, we will restrict or place limits on your account. We may do this in any manner that we reasonably deem to be appropriate, including by preventing you from accessing the Services, entering into any Transactions, or from making withdrawals. If our verification checks cannot be completed to our reasonable satisfaction, your account will be suspended and, ultimately, may be permanently closed. In this event, we may also be required by applicable regulation and/or a relevant authority to withhold funds in your account. 

 

5. Underage Customers.

Simply put

You must be over 18 to use our Services. It is illegal for you to use our Services if you are under 18. If we discover (after you’ve opened an account) that you are underage, we will take steps to block your account and void your bets. We may also need to report you to the relevant regulatory or law enforcement authorities.

5.1 You acknowledge that use of our Services if you are under 18 is illegal. If we suspect that you are not at least 18 years old, we will require Age Check documentation from you and may suspend your account until the checks are completed. If we discover that you are under 18 or were under 18 when you entered into any betting Transactions via our apps or Website ("Under Age"):

(a) we will immediately stop you from entering into any betting Transactions or making any withdrawals from or use of your account;

(b) we will void any sports bets, casino wagers and/or bingo tickets which you may have already made; 

(c) we will investigate the claim that you are or were Under Age, including whether in fact you have been betting as an agent for or at the request of or on behalf of another person;

(d) we will return any funds deposited into your account which were placed by you while you were Under Age but you will not receive any winnings you may have made from those bets. If you have already received winnings which are in excess of deposits you have made, your deposit funds are deemed to have been re-instated and you will not receive anything further back; and

(e) we will close your account.

5.2 In addition to the above, we may:

(a) exclude you from having a Heart Bingo account for a specified period of time; 

(b) report you to the relevant regulatory authority; and

(c) report you to any other relevant authority, who may refer the matter to the local prosecution authorities.

 

6. Restricted territories.

Simply put

It is your responsibility to make sure you are gambling legally, and we might have to block you from accessing our Services if you go on holiday to a country where gambling is not allowed.

6.1 Internet gambling may not be legal in some jurisdictions. You understand and accept that we cannot provide you with any legal advice or assurances in respect of your use of our Services and so we make no representations whatsoever as to the legality of the Services in your jurisdiction. You should check the relevant laws in your jurisdiction before registering with us and using our Services as it is your responsibility to ensure that you are gambling legally.

6.2 Due to the above, we are not permitted to allow persons who are located in certain territories to open accounts with us (and we do not permit accounts to be accessed and operated in those territories). Please be aware that if you are permitted to open an account with us because you are registered in a territory where gambling is legal but you then travel to another territory where we are not permitted to offer gambling, you may not be able to access our Services. The territories which are prohibited may be changed by us from time to time, with or without prior notice to you.

 

7. Keeping your account secure.

Simply put

Make sure you keep your account details secure and let us know if your details change or you think your account is being misused.

You will be responsible for all Transactions made via your account and any other activities taking place on/via your account – including any losses – where your username and password have been entered correctly and/or via the auto-login facility.

Use two-factor authentication and a strong password for the best protection.

7.1 You must keep your account username and password confidential and never share them with anyone else. We will not be responsible for any Transactions, activities, and/or losses that may arise as a result of misuse of your username or password or from any unauthorised access to your account. If you have set the auto-login facility and believe someone else may be accessing your account, then you should immediately disable the auto-login facility from all of your devices. If you believe or suspect that someone else may be accessing your account via any means or methods, you must immediately contact our Customer Services Team. You are responsible for the security of your device(s) and for all activity taking place on your account.

7.2 If you have lost or forgotten any of your account details, please contact us as soon as possible. You must inform us immediately if you believe your account details are being misused by anyone so that we can suspend your account and prevent any further unauthorised access.

7.3 We would strongly suggest: (i) enabling the two-factor authentication setting in your account settings; and (ii) using a secure password storage facility to store any passwords (rather than using the automatic password memory on your browser or device) to keep your account secure.

 

8. Depositing into your account.

Simply put

If you want to play with us, you will need to deposit money. We are not a bank, so you won’t get any interest on your funds, but we do protect them in the event of insolvency.

We accept a number of different payment methods, but they must be in your name and you must not deposit funds with the intention of withdrawing them immediately.

We will check the details of your payment methods against your account details.

We will carry out anti-money laundering and fraud checks and report any suspicious activity.

We may void any winnings if we suspect you made a deposit to place bets with the intention of reversing it. 

8.1 To access our Services and place bets, you need to deposit funds. Deposits can be made in GBP.

8.2 We will not pay you interest on any of your account balances. You acknowledge that your account is not a bank account and you must not use it like a bank account. Your account is not insured, guaranteed, sponsored or otherwise protected by any deposit or banking insurance system or by any other similar insurance system. We are not a financial institution and no interest is payable on deposits.

8.3 Your funds are protected at the level: high protection. We are required by our licence to tell you about what happens to funds which we hold on account for you, and the extent to which funds are protected in the event of insolvency. We hold customer funds separate from company funds in an independent trust account, which is a formal trust deed established by BV Gaming Limited for the exclusive purpose of holding customer funds and to provide a legal and practical separation of customer funds from the affairs of BV Gaming Limited. This means that there are always sufficient funds available for customers to withdraw their balances, even in the event of the insolvency of BV Gaming Limited. The account is subject to oversight from either an independent trustee or external auditor. This meets the Great Britain Gambling Commission’s requirements for the segregation of customer funds at the level: high protection. Further details of which can be found at: https://www.gamblingcommission.gov.uk/public-and-players/guide/page/if-your-money-has-high-protection.

8.4 We accept a number of different payment methods. This will vary depending on your registration country and the options available to you will be shown on the apps or Website at the time you make your deposit. For further information on payment methods available to you, please go to the Help Centre or check the Cashier.

8.5 You are only permitted to use payment methods of which you are the account holder. You are not permitted to use any payment method belonging to a third party (e.g. you cannot use a family member’s debit card to make deposits to your accounts). Your deposits must be made from a personal account and not from any company or corporate account. If you make deposits from payment methods you are not entitled to use (e.g. if you are not the account holder), we may treat that deposit as invalid (and any winnings arising from that deposit will be voided). This means that you would not be entitled to any winnings on a bet placed with those deposits.

8.6 You should only deposit funds which you intend to use to place bets. If we reasonably believe that you have deposited funds and have no intention of using that money to place bets, we may suspend or close your account and may be required to report this to the relevant authorities.

8.7 We may void any winnings if we suspect you made a deposit to place bets with the intention of reversing it. If a deposit is cancelled, doesn’t go through, or is affected by technical issues, we can void any bonuses, free bets, or winnings linked to that deposit - especially if we have reasonable suspicion that the deposit was made only to place bets before cancelling it.

8.8 You must notify us of any changes to your payment method details. If you do not update us, your deposits or bets may be declined by your bank. You must also inform us if your debit card is lost or stolen or if you have been a victim of any identity fraud on your payment method account and we will stop further bets being accepted from your account until you notify us of further instructions.

8.9 Minimum and maximum account deposits will apply. We would like to draw your attention to the fact that minimum and maximum deposits will apply and these will be highlighted to you via the apps or Website where applicable.

8.10 You are able to set your own deposit limits. If you would like to set yourself specific limits, please go to the Safer Gambling Portal, available in your account section of the apps or Website for details on how to do this. See also section 16 below for more information about our safer gambling tools.

8.11 You cannot make chargebacks to your account. You are not permitted to make any chargebacks, reversals or otherwise cancel any deposits into your account and if we incur any loss as a result of this activity, you will be required to reimburse us in full on demand.

8.12 You are responsible for making sure you have enough funds in your account to make your bets. It is your responsibility to maintain sufficient funds in your account to place any bets you wish to make. We will not be responsible for any missed bets in the event you need to deposit funds before placing a bet. We also need to reserve the right to void any bet which may have been inadvertently accepted if your account does not have sufficient funds to cover the whole of the bet and/or to recover the amount of any shortfall.

8.13 We do not charge you for deposits to and withdrawals from your account. However, you should check with your bank or payment services provider whether they will charge you any fees for this. We will not be responsible to pay any third-party fees on your behalf.

 

9. Placing your bets.

Simply put

You need to make sure you understand the rules of the game/s you’re accessing via the Services. If you gamble, you risk losing money and you can’t blame us if you backed the wrong horse or you didn’t understand the rules of cricket, for example.

Gambling is not a way to make money and you may lose your money.

9.1 There will be limits on the amount you can bet. You may only bet up to the lesser of: (i) the amount held in your account; or (ii) any limits set in the Gaming Rules and/or Bingo Rules. We will determine in our discretion what the minimum and maximum bet selection is for each bet and if you are not within these limits then this will be made clear on our apps and/or Website at the time you place your bet.

9.2 You should get familiar with how bets and the Services are operated. We will not be responsible under any circumstances if you place a bet or access the Services and have not fully understood the Terms or how is the relevant Services are operated. We recommend that you familiarise yourself with standard betting and gaming terminology. It is your responsibility to ensure that any Transaction you make, such as for example a sports bet, casino wager and/or bingo ticket, is correct and placed in accordance with the Gaming Rules and the Bingo Rules. The cash out facility will only be available on certain bets. If you are in any doubt about how a game works or whether a sports bet has been successfully placed, please contact a member of our Customer Services Team. You can also access your “transaction history” through your account at any time.

9.3 You confirm that you are fully aware that there is a risk of losing money when gambling. By using our Services, you acknowledge that you are fully responsible for any losses you may make. You agree that your use of the Services is at your sole option, discretion and risk. In relation to your gambling losses, you shall have no claims whatsoever against us or any of our group companies or any of our respective directors, officers or employees.

9.4 Our servers will determine the outcome of any Services you may use. You acknowledge that our random number generator will determine the outcome of the use of our Services, including any casino games and/or bingo games, and that our server’s result will prevail at all times. The systems are certified to the Remote Technical Standards as provided by the Great Britain Gambling Commission.

9.5 Transactions must be confirmed before they are valid. Transactions will be valid only once accepted by our servers (see section 9.4 above) and  funds are deducted from your account and subject to: (a) our having received payment in full; and (b) any rights we may have under these Terms to void Transactions and/or withhold funds. Each valid Transaction will receive a unique Transaction code. We will not be liable for the settlement of any Transactions which are not issued with a unique Transaction code, because these Transactions are not valid. If you are unsure about the validity of a Transaction, email us at info@heartbingo.co.uk or via the ‘Message Us’ function on the Website.

9.6 Once winnings are available in your account, you will be able to withdraw them in accordance with and subject to these Terms. All cleared winnings will be credited to your account. These will be available to be withdrawn, subject to these Terms in particular section 11 below which describes the circumstances when we may delay withdrawals or withhold funds. 

9.7 All bingo ticket sales are final. Refunds will not be issued unless the bingo game in question has been cancelled by us or does not play for whatever reason.

 

 10. Maximum Payouts.

Simply put

Maximum payout limits apply to all bets and wagers made via our Services. This means that, regardless of the amount you stake or how much you might appear otherwise to have ‘won’, you will only be entitled to receive up to the maximum winnings limit.

These limits are set out in the Maximum Payout Policy, and we encourage you to read it before placing your bets.

Maximum pay-out rules apply across all BV Gaming Limited brands.

10.1 All bets and wagers are subject to maximum payouts. Except for gaming jackpot, the maximum payout to any one customer in one day regardless of size of stake or number of bets are set out in the Maximum Payout Policy. If you place a bet that exceeds the applicable limits for a particular event, the relevant maximum payouts will still apply. Please read our Maximum Payout Policy for more information.

10.2 It is your responsibility to ensure that you are comfortable that a bet you place, if successful, may exceed the maximum payout limit and you will therefore not be paid anything over these limits.

10.3 If you hold an account with another brand operated by BV Gaming Limited, please note that maximum payouts on bets apply across all BV Gaming Limited brands.

 

11. Withdrawing funds from your account.

Simply put

You will usually be able to withdraw your available account balance at any time, but there are certain circumstances in which we will be entitled to delay or withhold withdrawals.

11.1 You may withdraw any cleared real money balance from your account at any time, provided that:

(a) all payments made into your account have been confirmed as cleared and have not been charged-back, reversed or otherwise cancelled;

(b) we have completed our verification checks to our reasonable satisfaction (see section 4 above). Where we have requested information from you to carry out these verification checks, any delay in providing this information may cause delay when withdrawing funds;

(c) you have complied with any other relevant withdrawal conditions affecting your account (e.g. any applicable bonus terms or wagering requirements); 

(d) we are not required to withhold payments of your deposit and/or winnings by applicable law or regulation and/or have not been instructed to do so by a regulator; and

(e) there is currently no ongoing, or completed (save where completed and decided in your favour), investigation:

(i) into an Error, Malfunction or Interruption involving any aspect of the Services which you have used (see section 14 below);

(ii) a situation where there is evidence of betting irregularities (including any attempt to exceed the maximum pay-out or take advantage of any winnings or bonuses not otherwise available), or an individual or individuals are suspected of acting either in conspiracy or concert in respect of a bet;

(iii) where we have reasonable grounds to believe you have engaged in a Prohibited Practice (defined in section 15.2 below) which would entitle us to withhold funds in accordance with section 15.7 below,

and in the case of any of the situations described in (e)(i) to (iii) above, you acknowledge and understand that, as we made clear in the “Important Information” section at the beginning of these General T&Cs, we are ultimately entitled to void any affected Transactions, withhold funds (including any winnings) and (in the case of illegal or Prohibited Practices) suspend and, ultimately, close your account.

11.2 There is a minimum withdrawal amount of £5 (“Minimum Withdrawal Amount”). Where the balance of your account is less than the Minimum Withdrawal Amount but equal to or greater than £1, which will be shown to you at the time you withdraw, you will still be able to withdraw your funds, but you will need to contact our Customer Services Team to assist. Any balance of less than £1 will not be processed. We are entitled to pass on a reasonable processing fee for withdrawals.

11.3 You are responsible for declaring winnings to tax authorities. If required, it is your responsibility to declare any funds withdrawn, including winnings, to your local tax or other authorities.

11.4 You are responsible for reporting any mistakes with your withdrawals. Whilst every effort is made to avoid mistakes, we cannot take any responsibility or liability for errors or omissions you make when you are withdrawing your funds. If any funds are deposited or credited incorrectly, it is your responsibility to inform us and we will aim to resolve it.

11.5 Withdrawals must be made to the same payment method as the main funding deposit method. If this is not possible for reasons outside of your control, you will be contacted to see if there are alternative arrangements. We will attempt to accommodate your requests regarding the payment method. If we need to process and pay withdrawals through a different payment method, there may be a charge involved and these are set out in the Withdrawing Funds Policy (which can be accessed here).

 

12. How we hold and deal with your payment information.

Simply put

We store details in accordance with the Payment Card Industry Data Security Standards (PCI-DSS) and delete your payment card data if you don’t use it for 2 years.

12.1 Any transfers, deposits and withdrawals on your banking statement or BACS/telegraphic transfers will show up as “Heart Bingo” or similar.

12.2 We will tokenise stored card holder numbers in accordance with Payment Card Industry Data Security Standards (PCI-DSS) and only show a truncated card number (the last four digits of the card number) on the cashier page. We will notify you of any changes to the method by which we store card holder data.

12.3 We only store debit card details that you enter on the cashier page to allow you to make subsequent Transactions with the same card details. We will delete the debit card details linked to your account where they are not used for a period of 24 months or more.

 

13. Promotions.

Simply put

Any free bets, special offers, bonuses, or promotions that we may offer from time to time via the Website (together, “Promotions”) will have specific terms and conditions attached to them so you must ensure you read and understand these terms and conditions before using them. 

13.1 We may offer Promotions from time to time via the Website. 

13.2 All Promotions are subject to these Terms, which, as explained in section 2.6 above, includes the General Offers Terms & Conditions, as well as any Promotion-specific terms and conditions. 

13.3 We may withdraw, amend or cancel any Promotion at any time and without notice. If we do so (and save in the circumstances outlined in section 13.4 below), any Promotions that you have opted in for or otherwise accrued will still be valid in accordance with and subject to the relevant Promotion terms and conditions that applied at the time of their offer. 

13.4 We may also prevent the take-up of new Promotions and/or the completion of Promotions for legal and regulatory reasons including but not limited to those relating to the prevention of fraud, any unlawful behaviour by you and/or safer gambling.

13.5 We may restrict you from being eligible to qualify for any Promotions on via our Website or apps. If you have already met the qualifying criteria for any Promotion, then you may be entitled to participate in that Promotion (subject to any expiry or other terms contained in the Promotional terms or in these Terms) and you will be entitled to any winnings associated with that Promotion. However, you will not be permitted to participate in any future Promotions. Where you are excluded from Heart Bingo Promotions, we reserve the right to exclude you from participation in Promotions on all your accounts across our brands, listed here.  

 

14. Use of our Website; and Errors, Malfunctions and Interruptions.

Simply put

It's your responsibility to ensure you have a secure internet connection, so if it fails and you’re disconnected from the Services, we are not accountable, but we will always treat you fairly.

We might need to cancel bets taken in Error and we will always notify you as soon as possible if there is an Error in bet settlement. If you notice any bet settlement Error, you should immediately tell us. If you receive monies by mistake, we can claim them back from you.

Whilst we do our best to ensure our Website runs smoothly, we cannot guarantee that the Services will be free from Errors, Interruptions or Malfunctions. We will take all steps to treat you fairly and fix any Errors as quickly as possible, but if there are Errors, Interruptions or Malfunctions, we might need to void Transactions (including any winnings) which have been affected or result from Errors, Interruptions or Malfunctions.

Below are some key definitions to help you understand this section: 

A “Malfunction” refers to where an automated process fails to operate as designed or intended; for example where a piece of computer software produces a deviation from its intended performance specifications or parameters, or where two pieces of software fail to interface or communicate with each other in the manner intended or designed, in either case so as to produce a result which is not the result that was intended or designed. These malfunctions may or may not be apparent to us or to you and they may only come to light as and when settlement instructions, game outcomes, winnings or cashouts are investigated and analysed retrospectively. 

An “Error” refers to a mistake or error that is not exclusively technical, for example the mistaken posting of incorrect odds, the offer of incorrect prices or terms for participation in a Promotion or gambling opportunity. Errors can arise from human mistakes, administrative, operational or systems failures and combinations of all of these. 

An “Interruption” refers to an interruption in a Transaction for any reason, for example an interruption caused by the failure of the internet or connectivity, or severe latency in communications, or technical failure due to some disaster or unforeseen event.  

14.1 Using our Website (including any apps) may incur data charges. You accept that using our apps or visiting our Website, for example outside of a paid or free WiFi network, may result in additional data charges from your mobile network provider. We will not be responsible for any data charges incurred as a result of your using the apps and/or Website.

14.2 If you are disconnected, the relevant Services will resume when reconnected. If you suffer a disconnection or exit the Services for any reason where a further player action is required, then the relevant Services will be resumed from this same point when you log back in to the application and launch the relevant Services. If you have a winning hand(s)/game and are disconnected prior to being able to ‘gamble’ on a video or slot game, your winnings will be credited to your account and you will not have the option to gamble when you reconnect. If no further decisions or action are required in an individual game following disconnection/exit, for example after the wheel spin has commenced in a roulette game, then the game will be settled, and the result displayed in your account history.

14.3 You may need to download software to use our Services. In order to use some of our Services, you may need to download or otherwise use certain software, including software provided by third parties. You may therefore be required to enter into an end user licence agreement in respect of such software and you agree to be bound by the terms of it. You also agree not to interfere with, modify, decompile, copy, or reverse-engineer any software provided to you as part of our Services except if expressly permitted or as permitted by law.

14.4 We will take all reasonable steps to resolve any problems in the software or hardware used by us to provide our Services. If you are interrupted when using the Services and are not able to restart from exactly the same point, we will take all reasonable steps to treat you fairly (for example, by reinstating the balance on your account to the same funds as existing after the last game or bet logged on our servers prior to the problem taking place).

14.5 Our Services are provided on an 'as is' and 'as available' basis. Whilst we use all reasonable efforts to ensure that our Services run smoothly, we cannot guarantee that they will be free from Errors or Malfunctions in our or any third party's software nor that they will be available uninterrupted and/or in a fully operating condition.

Interruptions

14.6 Our priority is to ensure that we deal with Interruptions in a way that is fair and does not systematically disadvantage our customers. 

(a) In relation to gaming: 

• where an Interruption occurs after we receive notification of your gamble and where you can have no further influence on the outcome of the event or gamble, the results of the gamble will stand; 
• where an Interruption to a single-participant single stage event occurs before an outcome has been generated we will return your stake to your account; 
• for games where there are multiple stages or decision points we will take all reasonable steps to restore the game to its last known state prior to the Interruption to enable you to complete the game; 
• for games with multiple participants (equal chance or otherwise) we will deal with these as seems fairest to us (acting reasonably) on a case-by-case basis; and 
• for games that are progressive jackpots, progressive jackpot values will be restored to their pre-failure state to the extent it is within our control and not the games provider. 

(b) In relation to bingo: if an Interruption impacts a bingo game and it is not completed within 90 days, then the bingo game will be terminated/voided, and your stake/bet will be refunded to your player account balance automatically.

Errors

14.7 We may need to cancel certain Transactions taken in Error. We will take all reasonable steps to overcome any Errors, but we are entitled to cancel any Transaction – including any resulting winnings – arising as a result of an Error. However, there might still be situations where a Transaction is accepted, or a payment is made, by us in Error which includes the following:

(a) where an Error is made by us as to the amount of winnings/returns that are paid to you, including as a result of a manual or computer input error; or

(b) where an Error has been made by us as to the number of free sports bets and/or bonus casino wagers or bingo tickets that are credited to your account.

14.8 If you become aware of any Errors, you should inform us immediately. We will also use reasonable endeavours to detect any Errors and inform you of them as soon as reasonably practicable. We may then:

(a) declare the Transaction – including any resulting winnings – void and return your stake to your account; and/or

(b) correct any Error made on a bet placed and re-settle the same at the correct price or terms which were available or should have been available through Heart Bingo at the time that that sports bet was placed. This means that your sports bet will be deemed to have taken place on the terms which were available for that sports bet immediately before the Error occurred.

14.9 If you have received monies in Error, you may be required to return those monies to us. There may be circumstances where monies are paid to you in Error (for example, an error on bet settlement). We will use our reasonable endeavours to detect any Errors and inform you of them as soon as possible. However, if you have been credited with any monies which are due to an Error then you will hold those monies on trust for us and you will have to immediately repay us if we issue you with a demand. If those monies are still in your account, then we may reclaim these monies directly from your account. In addition, if you then use funds which have been credited to your account as a result of an Error to place subsequent Transactions, we reserve the right to cancel such Transactions and/or withhold any winnings which you may have won.

14.10 Where any Error is or becomes apparent or obvious to you or you suspect that an Error may be occurring, you agree that you will cease your use of the relevant Service(s) immediately and will contact us immediately via email at info@heartbingo.co.uk or via the ‘Message Us’ function on the Website. 

14.11 We will not be liable if you are not able to place a bet for any reason (other than due to our negligence). We will not be liable for any losses, damages or injury which you incur due to failure to enter any Promotion, including failure to win, accept or use of any prize.

Malfunctions

14.12 We will not be liable for failures due to any Malfunctions including technical, hardware or software Malfunctions of any kind or lost or unavailable network conditions. We will not be liable if there is any Malfunction in the Services, for example (but without limitation):

(a) misconfiguration of any of the casino games and/or bingo games; or

(b) game malfunction, when the game materially does not operate as intended, there is a game defect identified by the supplier, and/or the game is not functioning as certified by the independent test house. Such malfunctions can include: defects in the operation of the random number generator; incorrect activation of bonus rounds or game stages; and incorrect win conditions, but there can be many types of malfunction.

14.13 If as a result of a Malfunction, your account is credited with winnings that you would not have received were it not for that Malfunction, we will have the right to void the relevant Transaction and any related Transaction(s) and withhold the relevant winnings. This applies even if the relevant Service/s or Promotion could have produced the same or similar amount of winnings without the intervention of the Malfunction and it applies whether the Malfunction was apparent to you or to us or not. If you have withdrawn any such winnings, you agree that you will pay them back to us as and when we ask you to. 

14.14 Where any Malfunction is or becomes apparent or obvious to you or you suspect that a Malfunction may be occurring, you agree that you will cease your use of the relevant Service(s) immediately, and will contact us immediately via email at info@heartbingo.co.uk or via the ‘Message Us’ function on the Website. We may also need to contact you to discuss safer gambling or information provided for Identity Check purposes whilst you’re using our site, and we will not be liable if such an interaction interrupts your game play or prohibits you from placing a bet.

 

15. Prohibited Practices and our right to close, limit or suspend your account.

Simply put

We don’t tolerate any illegal behaviour so keep it honest at all times. If we discover or suspect you are undertaking or engaging in any Prohibited Practices (which are explained and defined below in this section), we will report you to the authorities and will have other rights against you including the right to suspend and, ultimately, close your account, to void relevant Transactions and/or to withhold funds including winnings.

15.1 You may only use the Services and your account for lawful gambling purposes in accordance with these Terms. You must not engage in any activity which we define below as a “Prohibited Practice” and you acknowledge and understand that the consequences of you doing so will (depending on the specific circumstances) include the voiding of any relevant Transactions, the withholding of any attributable winnings, and the suspension and/or closure of your account. You may also be liable to compensate us for losses suffered by us as a result of you engaging in a Prohibited Practice.

15.2 The following activities (including any attempt to engage in the following activities) are each defined as a “Prohibited Practice”:

a. we suspect that you are engaging in any unlawful or improper activity (including money laundering);

b. you fail any SOF / SOW Check, O&S Check or Identity Check (as defined in section 25 below) or you provide incorrect, incomplete, or misleading information while registering for an account or afterwards (except where you provide any incorrect, incomplete, or misleading information in order to pass relevant Age Checks, which situation will be dealt with as described in section 5 above);

c. we suspect you are acting in a manner that may result in legal liability for you, us or third parties or may be detrimental to the conduct of our business;

d. you are taking unfair advantage of us or any other player or otherwise acting unfairly (e.g. by colluding with other players, attempting to exceed the maximum pay-out or take advantage of any winnings or bonuses not otherwise available);

e. we suspect that your account’s ‘public market data’ usage (‘public market data’ includes market prices, traded volumes and market depth) could represent ‘business usage’ (‘business usage’ includes any use by a betting operator or any use by an individual or organisation supplying data or services to a betting operator);

f. you become bankrupt or suffer analogous proceedings anywhere in the world;

g. you post obscene, libellous, defamatory, hateful or racially or ethnically objectionable information on our website or any information that violates the privacy or publicity rights of any third party;

h. you engage in any fraudulent activity. This means any actual or attempted fraudulent act which is committed by you or any person acting on your behalf or in collusion with you, including but not limited to:

• collusion with other customers;
• the use of stolen debit cards and/or unauthorised use of any payment mechanisms;
• money laundering; and/or
• any actual or attempted act which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;

i. if we receive a “chargebacks”, “denial”, “reversal” and/or "return" notification via a deposit mechanism used on your account;

j. if you engage in any manipulation of our Services by any technical means such as automatic playing of casino games and/or bingo games with software;

k. if you attempt any unauthorised access to any of our betting or gaming software or systems;

l. if you are operating an account which is not registered to you;

m. if we discover or have reason to believe that you have deliberately or fraudulently opened or are using more than one account with the same BV brand;

n. if you engage in collusion with one or more other individuals using a number of different Heart Bingo accounts to back the same combination of selections in an attempt to exceed the maximum pay-out or take advantage of any winnings or bonuses not otherwise available for an individual account holder across linked accounts or any other multi-account strategy;

o. if you engage in any Bonus Abuse (defined in section 25 below);

p. if you engage in hacking or other tampering with our Website or Services;

q. corrupting or attempting to corrupt our Website;

r. attempting to gain unauthorised access to our Website, the servers on which our Website is stored, or any server, computer or database connected to our Website;

s. flooding our Website with information, multiple submissions or "spam";

t. knowingly or negligently using any features or technology which may affect the function of our Website in any way, for example (but not limited to) releasing or propagating viruses, worms, trojans, logic bombs or similar material that is malicious or harmful;

u. if you directly or indirectly disrupt, interfere or tamper (or attempt to disrupt, interfere or tamper) with, remove or otherwise alter in any way, any information in any form which is included on our Website; 

v. attacking our Website via a denial-of-service attack or a distributed denial-of-service attack;

w. using third party software to circumvent our internal systems; 

x. if you transfer any funds from one Heart Bingo account to another account for any reason;

y. if you use illegal funds or sources of funds for your activity on our Website and Services;

z. if you use third party software to place any bets or access the Services on our Website including if you conduct or facilitate any data mining or web scraping or the use of ‘bots’ to circumvent our internal systems (all bets must be submitted using our designated bet slips exclusively using the software we provide);

aa. if we discover or have reason to believe that you have exploited or participated in the exploitation of any Error, Malfunction or Interruption (see section 14 above) in the Services and/or in our or any third party's software; and/or

bb. if you seriously breach these Terms in some other way. 

15.3 Please report any Prohibited Practices. You should report to us immediately if you believe that any other person is undertaking any Prohibited Practices. If we request it, you must cooperate fully with us in relation to any investigation into any Prohibited Practices.

15.4 We may close, limit or suspend your account at any time, including if we discover or have reason to believe that you have broken these Terms. We may suspend, limit, or permanently close your account at any time. We will notify you reasonably in advance of any account closure by us, except where we discover or suspect (acting reasonably) that you have engaged in a Prohibited Practice, in which case we are entitled to take such action without notice following the process set out below.

15.5 If we discover or reasonably suspect you have engaged in or are engaging in any Prohibited Practices, we will limit or suspend your account while we investigate and we may ultimately close your account: 

(a) If we discover or have reasonable grounds to believe that you are engaging in or have engaged in any Prohibited Practices, we will limit or suspend your account without notification, and your account will remain restricted/suspended while the matter is investigated. You agree to cooperate fully with any such investigation. Your funds cannot be accessed or withdrawn during periods of suspension, and any balance will remain in the account.  We will use reasonable efforts to undertake our investigation within a reasonable period, but you acknowledge that any delay on your part to respond to our information or other requests will affect our ability to do so.

(b) If our investigation results in our decision (acting reasonably) that the issue has been resolved to our satisfaction, we will lift the account suspension. If our investigation results in our decision (acting reasonably) that you have engaged in any Prohibited Practice, we will permanently close your account. In these circumstances, your details may be passed on to any applicable regulatory authority or any other relevant external third parties. 

15.6 We may also from time to time be required to restrict, suspend or close accounts for legal or regulatory reasonsincluding where we are required to do so by a competent authority and/or the terms of our licence; or if there is a material technological failure which prevents us from offering the Website or Services.

15.7 If we close an account, any positive real money balance in such account at the time of such closure by us will be returned, except that:

(a) if you have engaged in illegal activity, we are under no obligation to refund to you any money that may be in any such account; and

(b) if we discover or determine (acting reasonably) that you have participated in any Prohibited Practice then we will withhold all or part of the account balance and/or void or recover from the account deposits, pay-outs, Promotions, and/or any winnings (if/as applicable) in each case to the extent attributable to the relevant Prohibited Practice/s.

15.8 If you engage in any Prohibited Practices, we may report you to the authorities. We may seek criminal or contractual sanctions against you and are entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected Prohibited Practices or any other unlawful or improper activity and you will cooperate fully with us in order to investigate any such activity. If the game play on your account indicates that you are using such betting techniques, we will immediately block the account and retain any funds in said account.

 

16. Safer gambling.

Simply put

We take safer gambling very seriously and there are a variety of tools available on site to help you if you need them. But if you can’t find what you need, just contact us, we will always be ready to help.

16.1 Details of all our safer gambling tools can be found here and we recommend you get familiar with them. We strongly recommend that if your computer or device is used by children or young people, any information on your account is kept confidential and secure. You may also wish to make use of parental control software such as netnanny (www.netnanny.com) or cybersitter (www.cybersitter.com).

16.2 If you self-exclude, you should not attempt to access our Services during that time. You acknowledge and agree that should you choose to self-exclude from our Services, directly or via a multi operator service we are registered with, you will not attempt to create or use a new account during your selected self-exclusion period, until such self-exclusion has expired, and the re-opening process completed. In the event you are in breach of the foregoing, we shall be entitled to block any new account you open, return any remaining deposit amount in your account, and we shall not be liable to refund to you any funds you may have wagered or won through such account. For more information regarding self-exclusion please see our Safer Gambling Page or our Safer Gambling Portal in your account.

16.3 You can also self-exclude with GAMSTOP, but we are not responsible for the services they provide. GAMSTOP are a national self-exclusion scheme which you can sign up to. However, we do not control the scheme and we therefore cannot be held responsible if you self-exclude with GAMSTOP but are still able to open an account with us. You can find details of the service and their terms of use here: https://www.gamstop.co.uk/terms-of-use.

16.4 In instances where a self-exclusion has been applied but unsettled bets remain on your account, these bets will be honoured, and any winnings will be returned to you via the last payment method used. Should our payment to you be rejected, we will contact you by email to request updated payment details to enable us to make the payment. Should you not provide updated bank details within 30 days we may at our sole discretion donate these funds to a charity of our choice, although this does not affect your rights to these funds which will be made available by contacting our customer service department.

16.5 Although we will use our reasonable efforts to enforce our responsible gambling policies, we do not accept any responsibility or liability if you nevertheless continue gambling and/or seek to use the Services with the intention of deliberately avoiding the relevant measures in place (whether put in place by you or by us) and/or we are unable to enforce our measures/policies for reasons outside of our reasonable control including if you have provided us with details which are not true and accurate in order to circumvent any safer gambling policies or tools. 

 

17. Our right to make changes.

Simply put

We will let you know if we make changes to these Terms but if you don’t agree with any Terms, you should stop using our Services immediately.

17.1 We may make changes to these Terms and will publish changes on our Website. From time to time, we may make changes to these Terms for commercial, customer service, legal or regulatory reasons, and all changes will be published on our Website and apps. The most up to date Terms will be available on our Website. If we are making material changes to these Terms, we will give you as much prior notice of the changes as is reasonably practicable. All changes will be binding from the date we specify in the notice. By continuing to use our Services, you will be deemed to accept the changes we make. Please check these Terms regularly for updates. If you are not happy with the changes to the Terms, you will be able to close your account by following the steps set out below and you should cease using our Website and apps.

17.2 We may make changes to any of our Services. At our discretion, we may alter or amend or withdraw any betting or gaming from the Services or any part thereof (including any unqualified Promotions but not including qualified Promotions which will remain unaffected), at any time, and may alter prices, features, specifications, capabilities, functions and/or other characteristics of the bets, games and/or Services. On occasion we may need to restrict access to certain parts of our Website, for example during periods of maintenance and/or alteration or amendment of any of our Services.

17.3 We may restrict your use of certain Services or remove you from marketing distribution lists at our sole discretion. We may, at any time at our sole discretion, remove you from marketing distribution lists so that you do not receive any future offers or Promotions from us.

17.4 We may restrict your use of our sportsbook through your account at any time where we no longer wish to accept sports bets from you. 

17.5 We may make changes to our third-party providers. At our discretion, we may also engage new or alternative third-party service providers for new or existing services. By registering or playing with any such third parties, you hereby provide your consent to any applicable additional terms and conditions of such third parties as they may be amended from time to time, including but not limited to any change to the third-party service provider itself.

17.6 Updates to digital content. We may update or require you to update digital content, in particular to maintain certain security standards and fix any bugs.

 

18. How to close or suspend your account with us; and Dormant accounts (including fees).

Simply put

We will be sorry to see you go, but if you want to close your account, then you can use the safer gambling tools or you can contact us.

If you do not use your account for a consecutive period of 396 days, your account will be treated as “Dormant” and an “Administration Fee” may then apply – and be deducted from your account – as detailed further below.

18.1 Tell us you want to close your account. If you no longer want to keep your Heart Bingo account open, you can contact our Customer Services Team, and your account will be closed within 24 hours, and you will be repaid any positive balance unless these Terms permit or require us to withhold funds. We will process your account closure request within 24 hours and during that time you will remain entirely responsible for all activity on your account. At the point at which we close the account we will repay any outstanding balance to you (unless these Terms permit or require us to withhold funds) using the same method of payment which you used to deposit the funds. You may be able to later re-open your account using your same account details, but you will need to check with us at that time and it will be subject to you accepting our terms and conditions which are in force as at the date your account is re-opened.[KW1] 

18.2 Your account will be treated as “Dormant” if you do not deposit, withdraw or place any sports or casino bet, or purchase a bingo ticket on your account for a consecutive period of at least 396 days.  

(a) If the balance in your account is zero at the time it is classified as Dormant, it will be restricted and no fee will apply.

(b) However, if your account has a positive balance at the time it is classified as Dormant, we will attempt to notify you using the details you provided during your registration process (or as later updated by you) and attempt to return the balance back to your last payment method used to deposit into your account (where possible), except where these Terms entitle or require us to withhold payment.

(c) If your account remains Dormant after a minimum period of 30 days following our first attempt to notify you as described above, we will be entitled to deduct a Dormant account administration fee of £5 per month (“Administration Fee”).

(d) Please note that we may deduct the Administration Fee in either of the following ways (but we will inform you about this in advance, either when we notify you as described in paragraph (b) above or at a later date if appropriate):

• Annually: the Administration Fee will accrue on a monthly basis from the first month in which your account becomes Dormant but will not be deducted from your account unless and until your account has remained Dormant for twelve consecutive months. For example, if your account is first classified as Dormant on 1st January 2026, then the Administration Fee will accrue on a monthly basis for each month that your account remains Dormant from that date, but will not be deducted until on/around 1st January 2027 (assuming your account has remained Dormant throughout that twelve month period), at which time the twelve accrued monthly Administration Fees will be deducted (i.e., 12 x £5, deducted on the same date on/around 1st January 2027).
• Monthly: The Administration Fee will be deducted from your account balance on a monthly basis.
• Whether the Administration Fee is deducted from your account on an annual or a monthly basis, the deduction will continue as described above (unless we notify you of any changes) until the earlier of: (a) your account balance reaching zero; (b) you withdrawing your balance in full; or (c) you ‘reactivating’ your Account by logging in and either depositing, withdrawing or placing a sports bet, casino wager or purchasing a bingo ticket on your Account.

(e) While your account is Dormant you may continue to receive marketing correspondence should your marketing preferences be opted in. Should you wish not to receive marketing you will need to log in to your account and update your marketing preferences.

18.3 If your account is Dormant for 5 years, your account will be anonymised and any balance on your account reclassified for internal accounting purposes. If your account remains as a Dormant account for a period of 5 years from the time of the last transaction (e.g. deposit, withdrawal, sports bet, casino wager or bingo ticket), your account will be anonymised and any balance on your account reclassified for internal accounting purposes. Please note that you may withdraw your funds if you can still access your account or contact us at any time to request a return of your balance, and we will provide instructions and documentation needed to return your balance.

The exception to the return of any outstanding funds and prior notification of our intentions is in the event that other clauses of these Terms permit us to withhold payment and/or in accordance with the Minimum Withdrawal Amounts per section 11.2 of these Terms.

18.4 We can deal with a customer’s executor where this is necessary. Where a customer is deceased, subject to the executor of the customer’s estate providing a copy of the customer’s death certificate and Identity Check information on the executor, we will be happy to discuss the status of and requirements for the account with the customer’s executor and will work with the executor on a case by case basis.

 

19. Complaints and Disputes

Simply put

We hope you will enjoy your experience with us but if you have any complaints about our Services, you can raise this with our Customer Services Team who will escalate if necessary. You will need to follow the steps set out here for any complaints. 

19.1 Full details of how to raise a complaint and our process can be found here.

19.2 STEP 1: If you are unhappy with our services, you can contact us (here) or email us at resolution@heartbingo.co.uk. Please provide as many details as possible to help us resolve your complaint as quickly as possible. 

19.3 STEP 2: Should you not be satisfied with our response, you can request a step 2 complaint by emailing us at complaintsmanagement@heartbingo.co.uk.

19.4 STEP 3: If you remain dissatisfied with our response, you can escalate a step 3 complaint by emailing us at complaintsmanagement@heartbingo.co.uk. Please note that a step 3 complaint will only be reviewed after completion of step 1 and step 2. 

19.5 If within 8 weeks we are unable to settle your dispute with us, either party can refer your complaint to the Independent Betting Adjudication Service (IBAS). Please let us know so we can issue you with a referral number, which IBAS will need to action your complaint. A resolution by IBAS will be binding on both parties, but this does not affect your right to seek redress through the court system.  For further information on IBAS, click here: https://ibas-uk.com/.

19.6 You can also send your complaint or dispute to Resolver at www.Resolver.co.uk. This website could be utilised as part of a step 2 complaint. Resolver is a third-party online company specialising in resolution of issues, in association with www.moneysavingexpert.com. If you access Resolver and type brand details into the company search box, the details will appear with a “Get Started” tab and self-explanatory steps as to how you can start the complaint through Resolver (https://support.resolver.co.uk/hc/en-us/requests/new). The service is free to use.

19.7 If you are not in agreement with our final response, and your complaint relates to our compliance with our licensing conditions you will then be able to contact the Great Britain Gambling Commission directly.

 

20. Our responsibility for loss or damage suffered by you.

Simply put

We will provide our Services with reasonable care and skill but our liability to you is limited in certain situations.

20.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your statutory rights as a consumer.

20.2 Sometimes our liability to you is excluded. Subject always to section 20.1 above, we will not be responsible to you or any third party for any damages, liabilities or losses which are deemed or alleged to have arisen out of or in connection with the Services or its content, including arising from or in any way connected with:

(a) losses or damages that were not foreseeable by you and us at the time of you first accepted the Terms (loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen;

(b) any use by you of the Services, including where you are in breach of these Terms (including any Prohibited Practices on your part);

(c) any incomplete, lost or delayed Transactions, other than to the extent caused by our failure to use reasonable care and skill;

(d) any third party feeds, commentaries or content;

(e) the accuracy, completeness or currency of any information or data provided by us or third parties (including but not limited to prices, runners, times, results, live scores or general statistics) via the Services;

(f) any Error, Malfunction or Interruption, or if for any reason the Services (or any part of them) are unavailable at any time or for any period;

(g) our closure, restriction, limitation, or suspension of your Account, or any other action we may take, in accordance with these Terms; 

(h) your deliberate circumvention of any safer gambling measures in place (whether put in place by you or by us); or

(i) any failures or issues that arise due to your equipment, internet connection or internet or telecommunication service provider (including, for example, if you are unable to place Transactions or view or receive certain information in relation to particular events).

20.3 We are not responsible for matters beyond our reasonable control. Without affecting our obligations under the laws and regulations of the jurisdictions where we are licensed, we will not be liable for any losses or damage which may result from any: act of God; epidemic or pandemic; trade or labour dispute; power failure; act, omission or failure of any government or authority; failure of any telecommunication network; or any other delay or failure caused by a third party or which is outside of our control. If such an event occurs, we reserve our right to suspend or cancel our Services without any liability to you.

20.4 In certain situations, we may pay you compensation if our content is defective. If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us. We are not liable for losses caused by any equipment and devices you use to access our Website.

20.5 We are not liable for business losses. We only supply the Services for your personal use. We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

20.6 There is a limit on our liability to you. Subject always to section 20.1 above, our maximum liability arising out of your use of the Services (or any part of them), whether such liability arises under breach of contract, tort (including negligence) or otherwise will be limited to:

(a) where our liability relates to a sports bet or casino wager or bingo ticket, the amount of that sports bet or casino wager or bingo ticket and any winnings resulting from that sports bet, casino wager or bingo ticket;

(b) where our liability relates to the misapplication of funds, the amount of money in the customer account that has been misplaced by Heart Bingo; and

(c) in respect of any other liability of Heart Bingo, the sum of ten thousand pounds Sterling (GB £10,000).

20.7 Our Services may include information uploaded by other users of the Website, including bingo game chat rooms. This information has not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.

 

21. Your obligation to compensate us.

Simply put

We are relying on the statements and information you give us to provide you with our Services, and on your obligation to comply with these Terms. If you have breached these Terms or any laws, we have the right to claim compensation from you for any losses you have caused us.

21.1 You agree to compensate and hold us and our associated companies, affiliates, officers, directors, agents and employees harmless from any liabilities, claims, losses or demands made by any third party arising out of any Prohibited Practices engaged in by you or out of your violation of any law or the rights of any third party.

21.2 You acknowledge that Heart Bingo and its affiliates will hold information with respect to your identity, including but not limited to your name, address and payment details. You agree that we rely on this information in entering into these Terms and you agree to hold us harmless against any falsehood or inaccuracy contained in the information you provide us.

 

22. Intellectual property rights.

Simply put

Using our Services does not give you any right to use our intellectual property rights. You are only permitted to use the Services for your personal use, and you must not share our Services with anyone else.

22.1 We do not grant you any rights to our intellectual property. We are the owner or authorised user or licensee of all the intellectual property rights in our Services and content including, without limitation, any copyright, patent, designs (registered or unregistered), trademarks, service marks, source codes, specifications, templates, graphics, logos or any right subsisting in the UK, Gibraltar, EU or elsewhere in respect of content, databases, formats, interfaces, programming, the offering of Services to other customers, software or any application for any of the foregoing and any modification, improvements, developments and enhancements thereof. Except where we have specifically told you, we do not grant any express or implied right to you in any of our intellectual property rights or secret information.

22.2 You may not distribute our content to any third parties. Any content which you access via the apps or Website is for your personal use (i.e. not for business use) and any usage, distribution or reproduction of this content which is done in any manner whatsoever without our express written consent is strictly prohibited.

22.3 Your use of the data on our apps or Website is a personal licence. This is strictly provided to you on a personal, non-exclusive, non-sublicensable, non-commercial purpose to make use of the Services. We reserve the right to take any action we consider necessary, which may include issuing legal proceedings against you, in order to protect our intellectual property and prevent unauthorised use of our data, apps, Website or Services.

 

23. How we will use your personal information.

Simply put

We comply with all relevant data protection laws when we collect personal information from you.

For full details of how we will use your personal information, please see our Privacy Notice.

 

24. Other important terms.

Simply put

The remainder of this section contains standard legal provisions that are required as part of our Terms.

24.1 We may transfer this contract to someone else. We may transfer our rights and obligations under these Terms to another organisation at any time. Without limiting the preceding sentence, we may wish to transfer our rights or obligations under these Terms to another company within our corporate group or any other legal entity, including if we restructure or there is a sale of our business. You agree that we may do so provided that in the case of such a transfer, after we notify you of the date on which such transfer takes place, your rights under these Terms will be against the new legal entity. If you are unhappy with the change, you may close your account at any time.

24.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing. We may use our absolute discretion in deciding whether or not to agree to any transfer.

24.3 Nobody else has any rights under this contract. The contract formed by these Terms is between you and us. No other person shall have any rights to enforce any of its terms (under the Contracts (Rights of Third Parties) Act 1999).

24.4 These Terms do not create any partnership. Nothing in these Terms shall be construed as creating any agency, partnership, or any other form of joint venture between you and us.

24.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the sections of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.

24.6 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of you breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

24.7 Notices. Any notices to us must be sent to our business offices. Any notices we send to you will be sent to the email address you have supplied us with (or in some limited circumstances, your postal address), until we receive notice of any different email address or address.

24.8 Which laws apply to this contract and where you may bring legal proceedings. These Terms are governed by English law and you can bring legal proceedings in respect of the products or Services in the Gibraltar courts, provided that this choice of jurisdiction will not prevent your statutory right to bring proceedings in the courts of your home country.

 

25. Definitions.

Simply put

Some definitions you might need to refer to.

Age Check: This is a check undertaken by us to ensure that you are at least 18 years old, which may include making a check to a specialist identity management company. This will not affect your credit score but will leave a record of the check. You may also be asked to disclose certain documents to us, including any of the following:

• an in-date passport;
• an in-date driving licence;
• an in-date national identity card;
• a utility bill (from the last three (3) months); and/or
• a bank statement (from the last three (3) months).

Bonus Abuse: This means any actions undertaken to gain an advantage of a bonus unfairly, including any of the following:

• using multiple accounts to claim a bonus or enter a Promotion more than once;
• exploiting technical faults or misconfiguration of any of the casino games and/or bingo games offered by us;
• colluding with others in order to take advantage of bonuses or Promotions;
• using a VPN or masking your IP address in order to enter a Promotion or obtain a bonus that you would not otherwise be eligible for; and/or
• participating in a Promotion, but breaching the corresponding Promotion terms and conditions.

Identity Check: This is a check undertaken by us to verify your identity, which may include making a check to a third party. This does not affect your credit score but will leave a record of the check. You may also be asked to disclose certain documents to us, including any of the following:

• an in-date passport;
• an in-date driving licence;
• an in-date national identity card;
• a utility bill (from the last three (3) months);
• a bank statement (from the last three (3) months); and/or
• a photo of you holding up your passport, driving licence and/or national identity card.

Occupation & Salary (“O&S”) Check: This is an occupation and salary check undertaken by us (for the purposes of understanding your customer profile), where you may be required to disclose certain documents to us, including any of the following:

• a wage slip;
• dividend documentation;
• a tax return / P60;
• a pension statement; and/or
• a bank statement showing regular salary payments;

Source of Funds or Source of Wealth (“SOF/ SOW”) Check: This is a source of funds check undertaken by us (in relation to the specified benchmarks) where you may be required to disclose certain documents to us, including but not limited to any of the following:

• Employment: Wage slip; director remuneration documentation; dividend documentation; pension statement and/or bank statement showing regular salary payments into the account;
• Inheritance: A copy of a letter from the executor specifying the amount received as a beneficiary under a will, together with a corresponding bank statement specifying the same amount in your bank account within a reasonable period from the date of the executor letter;
• Investment: A copy of a stock transfer form together with a corresponding bank statement from you specifying the same amount shown on the stock transfer form as in your bank account;
• Property: A copy of an official property transfer form signed and dated by the buyer and seller of the relevant property, together with a corresponding bank statement specifying the sale amount into your bank account. Where rental income is received from a property, a copy of the rental agreement together with the corresponding bank statement showing the rent payments into your bank account;
• Savings: A copy of your bank account statement, or a screenshot of your account balance before and after using our services;
• Winnings from other bookmakers: A copy of a profit and loss statement from a third-party bookmaker / casino operator in your name, to evidence that you have recent winnings from that third-party bookmaker / casino operator, which have been paid into and have remained in the account being used with us; and/or
• Other sources of income including bank statements showing the relevant payments into the account.