USING YOUR ACCOUNT
10. Depositing into your account.
Simply put
If you want to play with us, you will need to deposit money. We aren’t 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.
10.1. To play our games and place bets, you need to deposit funds. Deposits can be made in GBP.
10.2. 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.
10.3. 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 holdings 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 highly unlikely 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: www.gamblingcommission.gov.uk.
10.4. 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.
10.5. 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.
10.6. 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.
10.7. 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.
10.8. We will carry out anti-money laundering and fraud checks on your deposits. We are required by anti-money laundering regulations and as part of our internal policies to make checks on the source of any funds placed on deposit by customers. If these checks do not provide us with sufficient information about you, we may request further information from you (including about your source of funds). You agree to promptly provide this information, when requested to do so. We reserve the right, acting reasonably, to:
(a) withhold and/or retain any and all amounts which would otherwise have been paid or payable to you (including without limitation any winnings or bonus amounts); or
(b) suspend or terminate any account.
where we cannot satisfy ourselves that the source of funds is legitimate or where sufficient information has not been provided. We may be required to report this to the relevant authorities.
10.9. 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.
10.10. 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.
10.11. 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.
10.12. 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.
10.13. You are responsible for making sure you have enough funds in your account to play. 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.
10.14. We do not charge you for deposits and withdrawals to 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.
11. Placing your bets.
Simply put
You need to make sure you understand the rules of the game.
Gambling is not a way to make money and you may lose your money.
11.1. 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.
11.2. You should get familiar with how bets and games are operated. We will not be responsible under any circumstances if you place a bet or play a game and have not fully understood the terms or how it is operated. We would recommend that you familiarise yourself with standard betting and gaming terminology. It is your responsibility to ensure that any casino wager and/or bingo tickets that you make is correct and placed in accordance with the Gaming Rules and the Bingo Rules. You can also access your “transaction history” through your account at any time.
11.3. 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.
11.4. You acknowledge that our random number generator will determine the outcome of the use of 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.
11.5. Once winnings are available in your account, you will be able to withdraw them in accordance with the below rules. All cleared winnings will be credited to your account. These will be available to be withdrawn, subject to the above terms and conditions relating to withdrawal.
12. Maximum Payouts
Simply put
Maximum payout limits apply to all bets and wagers. This means that, regardless of the amount you stake, 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.
12.1. 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.
12.2. 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.
12.3. 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.
13. Withdrawing funds from your account.
Simply put
All winning stakes are always subject to maximum payout rules which apply across all BV Gaming Limited brands. This is detailed in Maximum Payout Policy.
13.1. You may withdraw funds from your account if:
(a) all payments made into your account have been confirmed as cleared and have not been charged-back, reversed or otherwise cancelled;
(b) your account is in good standing and any identity or other know-your-customer documents we had already requested have been completed to our satisfaction. We are required to conduct these know-your-customer checks pursuant to applicable anti-money laundering regulations and rules. Please also note that, where we have requested additional information from you to verify your identity and/or source of funds, any delay in providing this information may cause an additional delay when withdrawing funds;
(c) you accept that all transactions may be checked to prevent money laundering and that any transactions made by you which we deem suspicious, may be reported to the appropriate authorities. We reserve the right to decline and/or reverse the withdrawal of unspent or otherwise unused deposits until the verification of these funds is deemed satisfactory, including where deposits have been made and withdrawn immediately with no game play;
(d) you have complied with any other relevant withdrawal conditions affecting your account (e.g. any applicable bonus terms or wagering requirements); and
(e) there is currently no ongoing investigation into:
i. a game defect involving a game which you have played which requires a temporary freeze on withdrawal of funds;
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; or
iii. a situation where there is evidence that you have materially breached these terms and conditions, including any Fraudulent Activity, unlawfully or by engaging in improper activity (including cheating, collusion or criminal activity).
13.2. Our security team may need to cancel withdrawals pending an investigation. In certain limited situations, our security team may need to cancel withdrawals in order to carry out additional checks. These funds will be returned to your account pending the investigation, but if we discover any irregularities during our investigation, we reserve the right to withhold funds. We may withhold funds at any time pending the determination of any internal or external investigation, including any internal or external investigation into a breach or potential breach of these terms or as required by law or to comply with any advice, request or instruction from any governmental, regulatory or enforcement authority. Responsibility for any funds lies with the account holder and any bets made with them will stand.
13.3. There is a minimum withdrawal amount £5 (“Minimum Withdrawal Amount”) and you can only withdraw less than this if your account balance is below the Minimum Withdrawal Amount. If the balance of your account is lower than the Minimum Withdrawal Amount, which will be shown to you at the time you withdraw, you will still be able to withdraw your funds (providing your balance is over £1) but you will need to contact our Customer Services Team to assist.
13.4. 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.
13.5. 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.
13.6. 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).
14. 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.
14.1. Any transfers, deposits and withdrawals on your banking statement or BACS/telegraphic transfers will show up as "Heart Bingo" or similar.
14.2. 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.
14.3. 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.
15. Other Rules.
Simply put
Certain types of bet, for example bingo tickets may have particular rules and limits which apply to those specific bets.
15.1. Bingo tickets may be available for pre-order in advance on the website, subject to conditions as set out in the Bingo Rules. We have the right to cancel pre-orders for any reason, in which case your pre-ordered tickets will be cancelled/voided and refunded back to your account balance.