Terms and Conditions
1. Legality of use of the Facilities
2. Account registration
3. True identity and one Account
4. Registration policy
5. Prohibited users
6. Account suspension and termination
7. Account closure or self-exclusion
8. Inactive/ dormant Accounts
10. Account disputes
12. Gambling debts
13. Copyright and trademarks
14. Data protection
15. Limitations and exclusions
17. Interruption of service/ time critical events
19. Force Majeure and other events outside our control
20. Player protections
21. Player responsibility
22. Player support
24. Governing law
3. Bonus and bonus winnings policy
4. Winning limitation from bonus play
5. Bonus and bonus play winnings expiry conditions
6. Restricted games for bonus play
7. List of bonus currencies
8. Order of currency usage while playing games
1. Registration bonus
2. Who can receive the registration bonus?
3. How to claim the registration bonus?
4. Significant limitations of free player accounts.
5. Making your first deposit
6. Withdrawal rules
TERMS AND CONDITIONS
IMPORTANT - PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE ACCEPTING THESE AGREEMENTS, THEN PRINT THESE TERMS AND CONDITIONS AND STORE THEM ALONG WITH ALL CONFIRMATION E-MAILS, SMS MESSAGES, ADDITIONAL TERMS, TRANSACTION DATA, GAME RULES AND PAYMENT METHODS RELEVANT TO YOUR USE OF THE PLATFORMS AND/OR FACILITIES. WE WILL NOT FILE OUR CONTRACT WITH YOU SO PLEASE PRINT IT OUT FOR YOUR RECORDS. THESE TERMS AND CONDITIONS ARE SUBJECT TO CHANGE (AS SET OUT BELOW).
You accept to be bound by this contract by clicking on 'Submit' or 'I Agree' and/or by using the Facilities (as that term is hereinafter defined). After You (as that term is hereinafter defined) click on 'Submit' or 'I Agree' or when You use the Facilities, a legally binding agreement on these Terms and Conditions is concluded between, (a) You, the end user ('You') and (b) ElectraWorks Limited of Suite 6, Atlantic Suites, Europort Avenue, Gibraltar a company registered in Gibraltar under company number 94014.
We provide facilities at Merlin Bingo, and any other online or mobile platform provided by Us (each individual site being a 'Platform') on which You access Our betting, gaming and wagering facilities using Your Account (‘Facilities').
Merlin Bingo is operated by ElectraWorks Limited (“ElectraWorks”) it is licensed and regulated by the Gambling Commission (Number: 000-039011-R-319371-011) for players in Great Britain (England, Wales and Scotland) (“UK Players”) and is licensed by the Government of Gibraltar and regulated by the Gibraltar Gambling Commissioner under the Gambling Act 2005 holding a casino licence (RGL N0. 50) for the operation of remote gambling for all other players.
References in the Terms to the "Company", “Management”, “We", "Our", “ourselves” or "Us" will relate to ElectraWorks Limited.
A. Account Policies
1. Legality of use of the FACILITIES
1.1 You may only use the Facilities if You are 18 years of age or over (or such other higher minimum legal age in Your jurisdiction) and it is legal for You to do so according to the laws that apply in Your jurisdiction. We reserve the right to ask for proof of age from You, and Your Account may be suspended until satisfactory proof of age is provided. You understand and accept that We are unable to provide You with any legal advice or assurances and that it is Your sole responsibility to ensure that at all times You comply with the laws that govern You and that You have the complete legal right to use the Facilities. You acknowledge that underage gambling is not acceptable and depending on whether you are a UK Player, We may refer any attempts to do so to the Gibraltar Gambling Commissioner (if You are not a UK Player at the time of receipt of the Facilities) or to the UK Gambling Commission (if You are a UK Player at the time of receipt of the Facilities) who may refer the matter to local prosecution authorities. Without limitation to the above, access to Our Facilities may be restricted from certain territories. Any use of the Facilities is at Your sole option, discretion and risk. By using the Facilities, You acknowledge that You do not find the Facilities to be offensive, objectionable, unfair, or indecent in any way.
1.2 If We are unable to verify Your identity details within the first 72 hours after applying to open an Account and depositing funds, We reserve the right to void any transactions You place during that period and we may freeze Your Account. If We are unable to satisfactorily verify Your identity within a reasonable time-period, which period of time shall be determined by Us at Our sole discretion, We reserve the right to close Your Account and we may withhold the account balance in Your Account until Our verification process is completed satisfactorily.
1.3 If, on completion of Our verification checks, You are shown to be underage, We reserve the right to void all transactions made whilst You were underage, We reserve the right to close Your Account; and We also reserve the right to inform the Gibraltar Gambling Commissioner or the UK Gambling Commission, depending on Your location at the time during which You used the Facilities.
2. Account Registration
2.1 To use the Facilities, You will first need to register for an account with Us. You may access any of Our Facilities from Your Account (as defined below).
2.3 We are required to notify UK Players of the level of protection afforded to their Customer funds are kept in accounts separate from business accounts but they would form part of the assets of the business in the event of insolvency. This meets the Gambling Commission’s requirements for the segregation of customer funds at the level: basic segregation. Please consult the Gambling Commission website for further details.
2.4 To play Real-Money Games or place a bet, You will be required to pay 'real money' funds into Your Account by any of the methods specified from time to time by Us. Such funds will be deposited into Your Account upon actual receipt of funds by Us and/or Our agents. It is strictly prohibited to make transfers from Your Account to fund another player's Account.
3. True identity and one Account
3.1 The name on Your Account must match Your true and legal name and identity and the name on Your Account registration must match the name on the credit card(s) or other payment accounts used to deposit or receive monies into Your Account. To verify Your identity, We reserve the right to request satisfactory proof of identity (including but not limited to copies of a valid passport/identity card and/or any payment cards used) and satisfactory proof of address (including but not limited to a utility bill or bank statement issued in the last three months) at any time. Failure to supply such documentation may result in suspension or closure of Your Account and We may withhold the account balance in Your Account until You supply such documentation and our verification process is completed satisfactorily. You may not hold more than one (1) Account in connection with Your use of the Platforms. If You have more than one (1) Account or Accounts in different names, then You must contact Us immediately to have Your Accounts managed so that You only have one (1) Account. We reserve the right to close Your Account(s) if You open multiple Accounts. Should We have reasonable grounds to believe that multiple Accounts have been opened with the intention to defraud Us, We reserve the right to cancel any transaction related to said fraud attempt. If You have lost Your Account name or password, please contact Us for a replacement. You hereby consent that we may send your personal information to third party suppliers, including but not limited to, GB group Plc for the purpose of address and age verification.
3.4 Enabling of filters to restrict site access: Our Platform contains sitemaps, Metatags and keywords related to gambling such as gambling, bingo, casino, slots etc., to enable filtering software to recognize our sites as gambling website in order to restrict access to relevant pages of the sites.
4. Registration Policy
4.1 The services for each Account are restricted to only one player per household, irrespective of the number of devices logged in under that address. The identifying parameters of a user include any one or more of the following: name, mailing address, e-mail address, computer, IP address, credit card or charge card number as well as any other details needed by us or any of our Marketing Partners. Those who have registered accounts, currently or in the past, with us or any of our Marketing Partners, shall not create another account, except if we choose to do so.
4.2 We reserve the right to decline the acceptance of an account registration at any time at our sole discretion. If an Account is closed at our discretion, all deposits made by the player will be refunded to account holders as part of our obligations under the Gaming Supervision Commission's directives. No cash balance over & above the deposited amount will be paid to player in such case & same will be forfeited.
5. Prohibited Users
5.1 We do not accept liability for any breach by prohibited players of the applicable laws of their state or country of residence. Players are responsible for adhering to the laws of their lands and abide by them. In case a player is found to be indulged in illegal gaming, we reserve the right to annul the wagering and winnings, related to the player. Players are prohibited to access the website/s from countries which come under restricted access (legally or commercially).
5.2 The list of countries that have legal access to our gaming sites and from which business is accepted is available during account opening and can be confirmed by contacting our customer support team. The list of countries with whom we engage in business can be amended or edited, at our sole discretion. Players are advised to regularly check the updated list to ensure that they do not access our services from a restricted geo-location.
6. Account suspension and termination
6.1 At any point in time, if we come to know/suspect or are informed of any of the below mentioned violations; we reserve the right to suspend or terminate Your Account, withhold your account balance and/or annul any winnings if:
(a) You deliberately provide incorrect or misleading information when registering Your Account;
(b) You have registered and/or are using more than one active Accounts on the Platforms in Your name;
(c) There is a mismatch between the name registered in Your Account and the name on the credit card(s) or other payment method used to make deposit or receive monies into Your Account;
(d) An unauthorized person is allowed by You (intentionally or unintentionally) to play through or use Your registered Account;
(e) You have opted for self-exclusion on any website operated by Us;
(f) A deposit or other transaction has been rejected or cancelled by You or Your bank or any relevant third-party bank (whether as a result of insufficient funds, charge-backs or otherwise);
(g) You have employed or made use of a system (including machines, robots, computers, software or any other automated system) designed to defeat or capable of defeating the Software;
(h) You indulge in abuse of any promotional offers, special schemes or bonuses;
(i) You abuse game related schemes/ programs in order to reap the maximum from a game-play;
(k) An Account or groups of Accounts are synchronized to function systematically – for example using unique wagering techniques or wagering in groups or in a specific pattern;
(l) Any Account, operated by us, is not being used for the purpose of playing on our websites;
(m) A suspicion and subsequent evidence reflects that You are abusing any of our deposit related bonuses in any way;
(n) If You attempt to abuse/use bonus in trying to meet wagering requirements associated with the bonus promotions before playing with cash balance.
(n) If You are found to be abusing/taking undue advantage of our free sites and free games;
(o) A You are directly/indirectly involved in Money Laundering (including aid to terrorist funding)
(p) If You are involved/supporting/directly or indirectly associated with any criminal activity or activities prohibited by the law;
(q) You become bankrupt or are subject to analogous proceedings anywhere in the world; or
(r) Your Account is under investigation for any of the aforementioned or other reasons
In case of the aforementioned cases, we have the right to inform the applicable legal authorities or external parties (this includes other gambling operators) and provide the relevant Player information in accordance with the Gibraltar Data Protection Division or the ICO.
7. Account closure or self-exclusion
In the event of Account Closure or Self exclusion, initiated by You or by Us, the real money balance in Your Account will be paid to You, either:
• Directly through a withdrawal, as per the eligible withdrawal terms; or
• Through a refund of the deposits made on the site, by deducting the cashed out amount.
8. Inactive/ dormant Accounts
8.1 If You do not access Your Account by 'logging on' to Your Account using Your Account name and password and either (i) place a cash wager or bet via the Facilities, or (ii) make a deposit as applicable, for any consecutive period of 180 days, then after 180 days (the 'Grace Period') Your Account (and any related account with any ESP) will be deemed 'Inactive'.
8.2 Once Your Account has been deemed Inactive for a period of 180 days or more it will be considered ‘Dormant’. We will use reasonable efforts to communicate you regarding impending dormancy of the account. Once the account becomes dormant, we will reset the account balance to prevent any possible misuse. However, you can login to the account and contact us via email or support channels and we will reinstate the account balance which was reset post your identity verification.
Self-Excluded or Take a break accounts will be exempted from Inactive Account Fee policy.
9.1 Fraud refers to any deception that has been committed by You or another person on Your behalf or conspiring along with another player and includes activities, including but not limited to, providing misleading or false information during registration, plan to gain undue advantage, illegal usage of funds not belonging to the player which includes the usage of a payment method which is either unauthorized, stolen or illegally duplicated.
9.2 If You are convicted or suspected of committing fraud, we will take strict legal action including but not limited to suspending Your Account, denial of payments and we may report You to the relevant authorities.
9.3 We reserve the right to suspend and/or close Your Account and recover bad debts using whichever method may lawfully be available to Us including, but not limited to, (i) debiting the amount owed by You from Your Account; and (ii) instructing third-party collections agencies to collect the debt. This may have a detrimental impact on Your credit rating and will require Us to share Your personal information (including Your identity) with appropriate agencies and to report any criminal or suspicious activities to the appropriate authorities.
9.4 In the event of any losses incurred by Us due to a fraud committed by You, You shall be responsible to pay us, on demand, all costs, charges or losses borne by us. The charges would include any and all direct, indirect or consequential losses, loss of profit and reputation, which has been resulted due to Your direct/ indirect fraudulent activities, or any criminal act.
9.5 If we are informed/suspect or become aware that You have conspired (includes in relation with charge-backs) at any other online gambling site for any unlawful activities, we would consider this act as a fraud committed by You.
10. Account Disputes
10.1 If You have any complaint with regards to our services, You must submit Your complaint to Us as soon as is reasonably practicable following the date of the original incident to which the complaint refers by contacting Customer Support in the first instance. Such complaints should be sent via your registered email ID only. Complaints may not be raised via social media. It is Your responsibility to provide a complete summary of Your complaint with all relevant details, including but not limited to specific transaction details; exact date, time and time zone; any screenshot or video material you may have; copy of received promotional material; etc. Once received, We aim to provide a response to Your complaint within 48 hours.
10.2 To the extent that you are dissatisfied with the resolution provided by Customer Support to your complaint within the process stipulated in 10.1. above You may submit your complaint in writing to Manager@livebingonetwork.co.uk. You may also submit notices to Us in writing to: Customer Services Manager, Suite 6 Atlantic Suites, Europort Avenue, Gibraltar. Any notice We give to You (save as otherwise set out herein) will be sent to the email address that You provide when You register Your Account. It is Your responsibility to ensure your email address is kept up to date on Your account and to regularly check Your email account for emails from Us.
10.2.1 If you are a UK Player at the time of receipt of the Facilities:
(i) You should receive an acknowledgement of the receipt of your complaint within 24 hours from the time we have received your complaint as set out above. The final position will be provided via email within eight weeks from the time it was received, unless You fail to engage with the complaints process in a timely manner. In the event that more information is required from You, this period would be paused until such time that You provide it, at which point the process would continue from where it had previously stopped.
(ii) Our complaints process ends if Your complaint remains unresolved eight weeks (taking into account any pauses for You to provide information) after We received it, or we reach a deadlock or final position in less than eight weeks. We will then write You a final response email on the matter.
10.3 To the extent that You are not satisfied with Our final response through the complaints procedure stipulated above You may contact our alternative dispute resolution (ADR) provider, eCogra (if you are an EU citizen). eCOGRA is a dispute resolution service provider who we have appointed as an independent entity to offer alternative dispute resolution facilities for disputes (namely any complaint which relates to the outcome of a complainant's gambling transaction and is not resolved by Our complaints procedure stipulated above). The ADR service is free of charge. Please note that eCOGRA may reject complaints referred for dispute resolution on the basis they are frivolous or vexatious.
(i) If You are a UK player at the time of receipt of the Facilities:
a) file your complaint at http://ec.europa.eu/consumers/odr/ or directly contact eCOGRA Limited at 2nd Floor, Berkeley Square House, Berkeley Square, London W1J 6BD, United Kingdom.
(ii) If You are not a UK player at the time of receipt of the Facilities:
a) file your complaint at http://ec.europa.eu/consumers/odr/ or directly contact eCOGRA (if you are EU citizen); AND/OR
b) contact the Gibraltar Gambling Commissioner at firstname.lastname@example.org to submit a complaint.
11.1 Deposit Methods: You can fund your Account to play the Facilities using Visa, Visa Electron, MasterCard, Maestro, PayPal, Ukash, Paysafe card, Neteller & Boku. A minimum deposit of £10 and a maximum of £500 can be done per transaction via all payment methods other than Boku. A minimum deposit of £10 and a maximum of £30 can be done per transaction via Boku. Credit betting is not permitted on the website. Players can only use a payment method that is registered in player’s own name. If a player made a deposit using a payment method which is not in their own name, we have the right to close Your Account and all the balance will be forfeited. Players will be unable to make a deposit if their Account balance exceeds £500.
11.2 We are not a bank, and payments to and from Your Account will not bear interest.
11.3 Refunds: For cases related to refunds, following rules shall apply.
(a) Any refund request must be made within 24 hours of the purchase, by email to email@example.com . Such requests should be sent via registered email ID only. Following details are required to initiate the refund request:
(i) A valid reason for Refund Claim
(ii) Valid photo id proof, address proof and front copy of credit/debit card by which the transaction has been made. Should You choose to fund Your Account using multiple credit and/or debit cards during last 6 months, You may be asked to supply copies of more than one card. You may block the middle six numbers of the card copy.
(b) After a player’s mail is received, the investigation would start. The standard time to process the request takes 3-4 working days, from the date of request.
(c) The refund value would be calculated based on the remaining balance (“Cash”) in Your Account, apart from the winnings. The wagering done by a player and the winnings resulting out of that deposit would not be eligible for refunds.
11.4 Suspicious Transactions: As part of fraud prevention program, transactions are monitored and checked. If we determine or suspect that a transaction is suspicious and involves or may involve financial crime or similar activity, we reserve the right to retain the amount of that transaction and any other transaction made by You. We are obligated to report suspicious activity to the applicable regulatory and licensing authorities which we are subject to and we reserve the right to report such activity to the police or relevant authorities if necessary.
11.5 Protection of Consumer Funds: We maintain separate bank accounts for the player's dealings and business dealings. Any funds deposited with us are held by our bank in designated client accounts separate from our own accounts, but still they would form part of the assets of the business in the event of insolvency. This satisfies the UK Gambling Commission’s requirements for the segregation of player funds at the level of Basic Protection. Please consult the Gambling Commission website for further details.
12. Gambling Debts
Under the Gibraltar Gambling Act 2005, online gambling debts are enforceable in the Gibraltar.
13. Copyright and Trademarks
The trademarks, logos and service marks displayed on the Site are the properties of our group or one of its subsidiaries or associated companies or its licensors. Further, all other material used by Group, including but not limited to the software, images, pictures, graphics, photographs, animations, videos, music, audio, text (and any intellectual property rights in and to any of the same) is owned by the Group or one of its subsidiaries or associated group companies and/or licensors and is protected by copyright and/or other intellectual property rights. You obtain no rights in such copyright material or trade or service marks and must not use them without the Group's written permission.
14. Data Protection
You provide Your consent that all use of Our website, and emails, SMS and telephone calls between You and Us will be recorded. These recordings will be Our property and may be used as evidence in the event of any dispute or to improve customer services.
15. Limitations and exclusions
15.1 YOUR ACCESS TO THE PLATFORMS, DOWNLOAD OF ANY SOFTWARE RELATING TO THE FACILITIES FROM THE PLATFORMS AND USE OF THE FACILITIES OR ANY INFORMATION WE MAY PROVIDE IN CONNECTION WITH YOUR USE OF THE FACILITIES IS AT YOUR SOLE OPTION, DISCRETION AND RISK.
15.2 TO THE EXTENT PERMITTED BY LAW, WE SHALL NOT BE LIABLE FOR (I) ANY MALFUNCTIONS OF THE COMPUTER PROGRAMS RELATING TO THE FACILITIES WE MAKE AVAILABLE FROM THE PLATFORMS, (II) ERRORS AS DESCRIBED IN SECTION 15, (III) BUGS OR VIRUSES RESULTING IN LOST DATA OR (IV) ANY OTHER DAMAGE TO YOUR COMPUTER EQUIPMENT, MOBILE PHONE OR MOBILE DEVICE, OR SOFTWARE.
15.3 FURTHERMORE, WE SHALL NOT BE LIABLE FOR ANY ATTEMPTS BY YOU TO USE THE FACILITIES BY METHODS, MEANS OR WAYS NOT INTENDED BY US. WE ARE NOT REQUIRED TO PROVIDE REDUNDANT OR BACKUP NETWORKS AND/OR SYSTEMS.
15.4 WE WILL PROVIDE THE FACILITIES WITH REASONABLE SKILL AND CARE AND SUBSTANTIALLY AS DESCRIBED IN THE AGREEMENTS. WE DO NOT MAKE ANY OTHER PROMISES OR WARRANTIES ABOUT THE FACILITIES.
15.5 OUR MAXIMUM LIABILITY TO YOU OR ANY THIRD PARTY ARISING OUT OF THESE AGREEMENTS OR YOUR USE OF THE FACILITIES OR THE COMPUTER PROGRAMS RELATING TO THE FACILITIES WE MAKE AVAILABLE FROM THE PLATFORMS, WHETHER FOR BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE, WILL BE LIMITED IN ANY TWELVE (12) MONTH PERIOD TO THE AMOUNT, IF ANY, YOU HAVE PAID FROM YOUR ACCOUNT IN BETS, RAKES AND/OR FEES, AS APPLICABLE, IN THE SAME TWELVE (12) MONTH PERIOD AND IN RELATION TO THE FACILITY RELEVANT TO WHICH THE LIABILITY IN QUESTION HAS ARISEN.
15.6 THE GROUP (INCLUDING ITS OFFICERS, DIRECTORS, AGENTS AND EMPLOYEES) WILL NOT BE LIABLE TO YOU IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE FOR ANY INDIRECT LOSSES, INCLUDING BUT NOT LIMITED TO LOSS OF DATA, PROFITS, REVENUE, BUSINESS, OPPORTUNITY, GOODWILL, REPUTATION OR BUSINESS INTERRUPTION OR FOR ANY LOSSES WHICH ARE NOT CURRENTLY FORESEEABLE BY THE GROUP ARISING OUT OF THESE AGREEMENTS OR YOUR USE OF THE FACILITIES.
15.7 NOTHING IN THESE AGREEMENTS WILL OPERATE SO AS TO EXCLUDE ANY LIABILITY WE MAY HAVE IN RESPECT OF EITHER FRAUD, OR DEATH, OR PERSONAL INJURY CAUSED BY OUR NEGLIGENCE.
15.8 IF ANY PART OF THE AGREEMENTS ARE DEEMED UNLAWFUL, VOID OR FOR ANY REASON UNENFORCEABLE, THEN THAT PART SHALL BE DEEMED TO BE SEVERABLE FROM THE REST OF THE AGREMENTS AND SHALL NOT AFFECT THE VALIDITY AND ENFORCEABILITY OF THE REMAINING PROVISIONS.
17. Interruption of Service/ Time Critical Events
When You access our service You should be aware that You may be using equipment or a connection which is not as fast as that used by other customers. This may have an impact on Your performance in time critical events offered on the service.
If the connection to a bingo game is lost for whatever reason, e.g. internet connection problems, by refreshing the browser You can still go back into bingo and resume Your participation. If You join back before the game has begun, You will see the same tickets/strips as before and You will have the option to purchase, if time permits.
If game is interrupted due to connection loss while free spins or bonus rounds, the game will resume remaining free spins or the pending bonus round on reopen.
If game is interrupted due to connection loss 'Balance' and 'Win' information can be viewed using reconcile report.
We make every effort to ensure that errors or mistakes do not occur in our software or in any Game. We reserve the right to void winnings, withhold withdrawals or cash-ins enabled by wins resulting from any obvious error or mistake or any bugs, viruses or technical fault (including, but not limited to, incorrect game payouts) with any of the Games offered, whenever such issues are discovered. You will forfeit any winnings/losses that result from such errors or mistakes, bugs, viruses or technical faults. Player will be notified through email in case of errors that affect them and also informed about adjustments made to their account due to such errors.
19. Force Majeure & other events outside our control
20. Player Protections
All players can set limits in the form of deposit limits, spend limits or loss limits for the duration of 24 hours, 7 days or one month. If You wish to change Your limits You can do so by contacting any member of the customer Support Team or set them yourself by going to Responsible gaming tab.
21. Player Responsibility
Responsible Gaming is a measure to ensure a fair and safe gaming experience that protects players from the adverse consequences of gaming. The Responsible Gaming policy is available on the site for players to familiarize themselves with.
22. Player Support
All player queries by support ticket will be answered within two working days. We allow players three ways to contact Support. Players may open a Support Ticket (preferred method), contact Live Help, or send in an email request. We recommend that the account holder prints out all transaction data, the rules of the game, the cancellation regulations, and the payment methods in order to avoid misconceptions and discussions at a later time and keep them at an easily accessible place.
The version of this agreement is currently Version 7.0 and was last updated on the 26 February 2018.
24. Governing Law
B. Marketing Rules
Testimonials are not mandatory for any activity. Players may choose to provide a testimonial voluntarily or on our request. Should a player choose to provide a testimonial, below terms shall apply.
a) Your first name, first letter of Your surname, username town or city, county, country, avatar and/or user image and details of Your winnings as well as any content, competition entries, photographs, footage, audio recordings and quotes (including, but not limited to, any taken from telephone conversations, email correspondence or the chat facility) provided by You to us (“Publicity Content”) may be featured on the Website and used in marketing and publicity undertaken by or on behalf of us. You also agree that if You close Your Member account, we may continue to use such Publicity Content; and
b) If You later agree to be filmed, photographed or recorded, You give Your consent to being filmed, photographed and/or recorded (the “Contribution”) for the purposes of producing audio, visual and audio visual material for inclusion in marketing and publicity material, which may be used, edited, distributed and exploited in more than one country and in any media (including, but not limited to, print, television and internet). You agree that You are happy to feature in such marketing and publicity material at no cost to us. You also agree that if You close Your Member account, we may continue to use such Contribution.
Conditions a and b above will be waived upon a written request by the player.
3. Bonus and Bonus winnings Policy
Bonuses may be offered to players based on various activities such as: Successful registration, deposit, reactivation etc. Players have the choice to accept or decline such bonuses.
4. Winning limitation from Bonus Play
Bonus is Free Money given by the house. Accordingly, there will be a cap on maximum winnings that may be earned from such bonuses. Unless otherwise specified, the maximum winnings eligible from Bonus play is capped to £10,000.
5. Bonus & Bonus play winnings Expiry conditions
All bonuses carry a Wagering requirement and Expiry date. Player must meet the wagering conditions prior to the expiry date for any Bonus Winnings to be released as cash into winning account. Otherwise all such bonuses and respective bonus winnings shall expire.
6. Restricted games for bonus play
Certain Games, do not offer bonus play to the players. To identify such games, players need to login and hover the mouse on the game name. If only 'Games Bonus/ Cash' mode is visible then it indicates to be a Restricted Game.
The type of bonuses offered and how winnings will be treated from such offers is detailed below:
7. List of Bonus Currencies
7.1 Bingo Bonus:
Is virtual currency that has no cash value. All Bingo bonus is for game play only and cannot be withdrawn.
Bingo bonus may be used to purchase Bingo tickets for eligible games. Any winnings derived from playing Bingo games using Bingo bonus will be credited as Restricted cash to Your Account, which cannot be withdrawn before meeting the wagering requirements as specified at the time of claiming bonus.
When you meet the wagering requirements, as specified at the time of claiming bonus, before expiry date of Bingo bonus, Restricted cash will be converted to withdrawable cash account.
All Bingo Bonuses will expire within 14 days of credit, unless otherwise stated within offer terms. Players must use or lose the bingo bonus before the expiry date.
7.2 Games Bonus:
Is virtual currency that has no cash value. All Games Bonus is for game play only and cannot be withdrawn.
Games Bonus may be used to play eligible Slots and Scratchcards games. Any winnings derived from playing Slots, Scratchcards games using Games Bonus will be credited as Restricted Cash to Your Account, which cannot be withdrawn before meeting the wagering requirements as specified at the time of claiming bonus.
When you meet the wagering requirements, as specified at the time of claiming bonus, before expiry date of the Games bonus, Restricted cash will be converted to withdrawable cash account.
All Games Bonus will expire within 14 days of credit, unless otherwise stated within offer terms
7.3 Free Tickets:
Is virtual currency that has no cash value. All Free Tickets are for Bingo game play only and cannot be traded for cash or withdrawn.
Each Free ticket has a notional value of 5p (£0.05). Free tickets can be used to buy Bingo tickets. Any winnings derived from playing Bingo using Free Tickets will be credited as Bingo Bonus to Your Account.
All such Bingo Bonus will carry the standard Wagering requirement and expiry condition as detailed in the Bingo Bonus section.
- Free tickets will expire within 7 days of credit, unless otherwise stated within offer terms
7.4 Free Spins:
Is virtual currency that has no cash value. All Free Spins are for eligible Slots game play only and cannot be traded for cash or withdrawn.
Free spins notional value varies from offer to offer. Please check the offer terms carefully.
Free spins are offered as vouchers. A voucher may be eligible to play one or more pre-selected games. However once a voucher is used to play a certain game, the entire voucher must be used for the same game.
In case a player has claimed multiple free spin vouchers for the same game, only the first voucher (i.e. first claimed) may be used. Upon exhaustion of the first voucher, the next voucher can be used. Vouchers usage follows a First In, First Out principle.
Free spin vouchers expire within 10 days, unless otherwise stated within offer terms.
Any corresponding winnings from free spins will be credited as Games Bonus having a 14 days ‘expiry, unless other stated within offer terms. All such Games Bonus will carry the standard Wagering requirement and expiry condition as detailed in the Games Bonus section.
8. Order of currency usage while playing games
Player accounts have the below currencies. This section details how the currencies are used while playing certain games.
8.1 Bingo Games:
While playing Bingo games, the order of consumption of currencies is listed below:
(c) Bingo Bonus
(d) Free Tickets
8.2 Slots and Casino Game (playing in cash/ games bonus mode):
While playing Slots and Casino Game in cash mode, the order of consumption of currencies is listed below:
(c) Games Bonus
Free spins can be used only on specific slots games whenever awarded to any player.
C. Promotional Rules
Promotions are offered to players from time to time. Please read offer related terms carefully before accepting. We reserve the right to discontinue any promotions.
1. Registration Offer
We offer a registration offer for New Players. The below terms & conditions shall apply.
2. Who can receive the Registration Offer (Access to Newbie Bingo room)?
2.1 Offer is valid for new players, 18+ only,
2.2 Only one account per person per household holding a valid Credit / Debit Card is allowed.
3. How to claim the Registration offer?
Once registration is completed, you will be asked to register a valid Credit or Debit card.
If your card is successfully validated as genuine by the bank, you will receive seven days of access to Newbie Bingo Room, wherein you can claim 12 free tickets for each game. If you do not have credit or debit card, you may make your first purchase using any other deposit method. Once your First deposit is successful, you will receive access to Newbie bingo Room (For first 7 days after registration) along with your First Deposit bonus if any.
4. Significant Limitations of Free player accounts.
Any player account that has NOT make a First Deposit is deemed as ‘Free Account’.
Free Accounts have significant limitations as listed below:
4.1 Free Account can have a maximum total account balance of £50 (including cash and virtual currencies)
4.2 Free Account balance will be reset to £50 every six hours
4.3 Free Accounts cannot request any withdrawals
5. Making your First Deposit
When Free Accounts choose to make their First Deposit, the account will be upgraded to a ‘Real Money’ account. The Free account will immediately cease to exist and all account balances under the free account shall expire. A ‘carry forward’ balance may be offered as per below conditions.
5.1 Your Free Account balance (if any) will be reset to match 100% value of Your first Deposit, up to a maximum of £20 with a 30 days expiry condition should the player choose to accept it.
5.2 Such carry forward balance shall be credited as ‘bingo bonus’ and a Wagering requirement of 4X on Bingo shall apply
6. Withdrawal Rules
When playing with us, we want You to have the most enjoyable experience possible. So, to make sure there're no misunderstandings between us, we have a set of house rules. That way, You know what you are agreeing to, we’re clear about what we’re offering, and we’ll hopefully both enjoy each other’s company for a long time to come!
6.1 Who Can Request a Withdrawal?
(a) Withdrawals can only be made by real-money players, who have made a minimum deposit of £10 to their account. Free Accounts cannot request a withdrawal.
(b) In order to request a withdrawal, you should have completed all KYC requirements and should have withdrawable amount in your cash balance.
(c) Bonus play: Bonus itself cannot be withdrawn. Bonus is free chips for game play only and has no cash value associated with it. All Bonuses must be wagered as per corresponding wagering requirements, prior to bonus expiry date, after which winnings from bonus play are converted to withdrawable cash balance. Wagering requirements for each bonus will be specified as part of specific promotion/ offers and is applicable only on bonus amount claimed. Unless otherwise stated, wagering requirement of 4 times on bingo for bingo bonus and 40 times on slots/ scratchcards for games bonus will be required.
Ex: For 10 Bingo bonus claimed, 4 times wagering amounting to £40, prior to bonus expiry date, will be required on bingo, after which bonus winnings will be converted to withdrawable cash
Similarly, For 10 Games bonus claimed, 40 times wagering amounting to £400, prior to bonus expiry date, will be required on slots or scratch cards, after which bonus winnings will be converted to withdrawable cash
(d) Play on Blackjack and Roulette does not count towards wagering requirements
(e) Please note that the wagering calculation done by Wagering dashboard is estimated wagering. Final wagering status will be checked by accounting team while processing withdrawal requests.
(f) Any remaining bonus balances including corresponding bonus winnings will be reset to zero at the time of withdrawal request.
(g) Bonus & Bonus winnings expiry: All bonuses & corresponding winnings have a standard 14 days expiry period. Some bonuses may expire sooner. Bonus conditions will be displayed on the respective bonus offer page. All Bonuses must meet the wagering requirements, prior to bonus expiry date, after which winnings from bonus play are converted to withdrawable cash balance.
(h) If you opt for No Bonus option at the time of deposit, You will receive no bonus on Your deposit. No wagering requirements will apply on the corresponding deposit. You can withdraw the deposit/ winnings amount subject to conformance to withdrawal rules.
(i) To prevent fraud, we require You to send us valid proof of ID, copy of credit cards and residential address (phone or utility bill, etc.). The details shown on these documents must match those shown on Your Account profile (name, address, phone number, and email address.) You can send legible copies of Your documents to us by email to firstname.lastname@example.org or by Fax to +44-207-900-1707. In the event You provide us with invalid details, You may risk Your Account being closed, and any balance being forfeited.
(i) Photo ID: A copy of a Passport/ Driving License/ Citizenship Card/ Electoral Card/ National ID card. Please ensure that Your name, expiry date, date of birth, and photograph are visible on the documents.
(ii) Copy of Credit/debit cards: A copy of the front of the credit card used to fund Your Account is also required. Should You choose to fund Your Account using multiple credit and/or debit cards, You may be asked to supply copies of more than one card. You should block the middle six numbers of the card copy. You’re warned to never share the back side of the credit/ debit card.
(iii) Proof of address: Utility bill or header of recent bank or credit card statement (Not older than 3 months). Address proof is required to make sure the funds reach the legitimate person and the recipient resides at the address mentioned in the profile.
Note: In some cases, depending on the payment method used to fund Your Account, You may be asked for one or a combination of the aforementioned documents, or additional documents not included in the list above. These documents may be requested at any point during Your membership with us.
6.2 What are the Minimum/Maximum Withdrawal Amounts?
(a) The minimum withdrawal amount is £1.
(b) There are no processing charges associated with any withdrawals.
(c) Withdrawal limits: Players are allowed to withdraw the complete amount available as Withdrawable cash.
6.3 How quickly will my Withdrawal Request be processed?
(a) We process withdrawal request daily on working days (Monday to Friday). We aim to process Your withdrawal request within 3 working days after the request has been received.
(b) Bank processing times are approximately 5-7 working days. However, some payment methods may take a longer processing time. If You would like more information on this matter, please contact us at email@example.com .
6.4 What Payment Method can I Use for a Withdrawal Request?
Withdrawal requests will be paid to the funding source first used by the player within a period of 6 months, from the time of making a deposit.
Listed here are the various scenarios illustrating the usage of payment methods over the period of the last 6 months.
(a) If a player has only used one funding source within the last 6 months then the withdrawal will be processed to that funding source only.
(b) If a player has not used any funding source to fund his account during the 6 month period preceding the withdrawal date, then the withdrawal will be processed to the funding source last used by the player to fund the account. Such withdrawal requests should be manually reviewed and approved.
(c) If a player has used several funding sources to fund his account over the period of 6 months. Any withdrawal request should be paid to the funding source first used by the consumer within the 6 months. However, if the first funding source used to fund the player account has been deactivated or has become inactive (such as through card expiration or bank account closure), the second funding source should be used.
6.5 Exception for Paysafe Card and MasterCard Withdrawals
(a) Paysafe Card Withdrawals
If You deposited using Paysafe card, we will first advise player to register any other credit/debit card, so that the withdrawal can be transferred within 24-48 working hours.
Most of the MasterCard issued in United Kingdom are supported for withdrawals with few exceptions as per guidance from MasterCard. We also do not support withdrawals to MasterCard not issued in United Kingdom. Therefore, if You make a deposit to Your Account using MasterCard, we will first try to process withdrawals to the same card. However, if withdrawal is rejected by MasterCard, we will advise You to register any other credit/debit card so that the withdrawals can be transferred within 24-48 working hours.
6.6 Intimation in case of Loss /Theft of card
In the event that a credit or debit card that You have used to fund Your Account is lost, stolen, expired, cancelled or should the status of Your e-wallet change, please inform Us by contacting us via live help as soon as possible from Your registered email ID. We will disable any transactions from the card within 48 hours of request. If withdrawal has been made to any closed/lost/stolen/expired/cancelled card and withdrawal was successful, then we will not be able to reverse the withdrawal and player will be responsible for any such loss.
We strongly recommend to players to block any transaction by contacting their bank & we will not be liable for any processing of transactions on the stolen card.
It is mandatory to update to firstname.lastname@example.org about a credit or debit card that You have used to fund Your account is lost, stolen, expired, cancelled immediately.
6.7 What Happens if I Cancel my Withdrawal Request?
(a) If You cancel Your withdrawal request (known as a flow-back), this will not be considered as a new deposit, and the amount is therefore not eligible for any new bonus. Post processing of flow-back, Your cash account will be credited with the amount for which withdrawal was cancelled
(b) In case of cancellation of entire withdrawal request, 100% of the bonus balance, which was forfeited at the time of withdrawal request, will be reinstated.
(c) In case of partial cancellation of Your withdrawal request, You will not be able to reinstate any of the bonus balance which was forfeited at the time of withdrawal request
D. Game Rules
Our site server time is set to Greenwich Mean Time (GMT). Therefore, all game logs, server time & any other on site communication will display times in GMT
By playing our games, You agree that You do not find them offensive, unfair or indecent.
Any stakes that You place (including per-purchased bingo tickets) are non-refundable, unless a system malfunction occurs, in which case, all stakes placed on the particular game being played at the time of the malfunction will be refunded. We have no obligation to repay players who abuse these occurrences, and therefore, an alternative may be deemed suitable depending on the individual circumstances.
Where there are instances of prizes being shared by more than one player, the prize or jackpot will be split equally among all the winners.
If a query arises as a result of a gaming session where there is a mismatch between Your records and the data recorded by our servers, the latter will be considered correct.
In the event of any disagreement between yourself and Merlin Bingo, our decision will be considered final.
If game is interrupted due to connection loss while free spins or bonus rounds, the game will resume remaining free spins or the pending bonus round on reopen.
If game is interrupted due to connection loss 'Balance', 'Wager' and 'Win' information can be viewed using reconcile report
Game RTP Details
GAME TYPE RTP (%)
Note:- RTP percentage may differ for each game.
Auto Play for Slots
AUTOPLAY automatically plays the game for the selected number of rounds. You can select x10, x25, x50, x75, or x100 spins.
Autoplay can be stopped at any time by re-pressing the Spin (Stop) button.
You may be offered additional options to stop Autoplay session.
The Autoplay pauses for Free Spins, it will resume when the feature ends.
Autoplay stops for Jackpot wins.
Auto Play for Bingo
Bingo is played in “autoplay” as default mode, whereby the Account Holder will always be notified of a winning Bingo ticket.
Player can play with cash balance, Bingo bonus and Free tickets on these rooms.
Free money contribution to Jackpot
The jackpot prizes would increase only if wagers are made with cash funds. All other bonus play (virtual currency) does not increment jackpots.
In lieu of any game cancellation, wagered amount will be refunded to the players
E. Chat Rules
1. Chat Room Support
We operate different chat rooms on the site for the players' convenience and enjoyment. This is a privilege and not a right, for players to participate in the chat room. Management can change or alter the chat rooms and all conditions associated with chat rooms as they see fit. A player may have his/her chat privileges suspended for 24 to 48 hours or completely banned, if they violate any of the chat rules or is believed to be making trouble in the room. Chat privileges will only be given back to player when the player has waited the correct period of time, has sent in an apology stating that they understand the chat rules and what rules they have violated. All conversations in the chat room are monitored, and logged. In the case of suspicious chats those transcripts will be reported to the governing agency. All chat rooms will normally have a chat host supplied by the Company to help players and entertain them in the room. This chat host/moderator is supplied only as a convenience and may not be in the room at all times. All terms, conditions and rules will supersede anything that the chat host may say or imply. It is the player's responsibility to read and understand those terms, conditions and rules as stated on the Website and not rely on the chat host or other players in the room. If any players are using their chat room privileges to plan collusion or cheating, those players will have their chat immediately banned and their Account closed indefinitely.
2. Chat Rules
Please don’t write sentences in capital letters - this is perceived as a form of ‘shouting’, and is considered offensive by many players.
You may not solicit or advertise for any other website in the chat window.
Please refrain from making comments of an overly sexual nature - this includes the use of sexual terms and connotations.
Trolling will not be tolerated, so please do not make offensive references to bands, religions, race, or politics in an attempt to start an argument.
You must not use an offensive chat alias.
Racial, ethnic or sexual slurs will not be tolerated.
You must not, under any circumstance, impersonate another player at Merlin Bingo.
Do not harass, disrespect or argue with another player or CH.
Soliciting for donations of any kind is not allowed here.
Exchanging or requesting of email addresses within the chat rooms is not allowed. This is to ensure the safety of all our players.
3. Chat Games Rules
Players can participate in chat games and receive prizes related to chat bingo bonuses up to the value of 200% of their last deposit.
Only those depositing players are eligible to receive chat bonuses, which have made at least one deposit within the last 10 days prior to playing a chat game.
In the event of any dispute, the decision made by the CH and/or Management decision will be final.
A form of bonus (virtual currency) that players can use to play games on the site.
In the event that we suspect that a player is abusing or attempting to abuse a bonus or promotion, we may suspend or close the Account of the suspected player and reserve the right to withhold any related winnings. Such abuse includes but is not limited to: (i) irregular wagering patterns in order to meet the wagering requirements or circumvent system priorities; (ii) use of multiple accounts.
Additional rewards given to the player on which wagering requirements apply(as defined in the site terms).
Another form of bonus (virtual currency) that can be used to play games on the site.
Promotional winnings given in the form of Games bonus or Bingo bonus.
The winnings credited to the players for participating in the chat games played in the chat rooms conducted by the chat hosts are referred to as chat bonus.
Type of bingo game where game prize starts with the maximum amount and decreases with the number of calls.
eCOGRA is a dispute resolution service provider appointed by Us as an independent entity to offer alternative dispute resolution facilities for disputes (namely any complaint which relates to the outcome of a complainant's gambling transaction and is not resolved at the first stage of our complaints procedure).
EDD (Enhanced Due diligence)
It is required where the customer and product/service combination is considered to be a greater risk. A high risk situation generally occurs where there is an increased possibility of money laundering or terrorist financing through the service and product provided to the customer.
Type of bingo game where the game prize remains constant irrespective of the number of calls.
The option to cancel a withdrawal request & subsequent flowback of the amount, earmarked for disbursal to the designated back account, back to the player's bingo account.
Free Bingo Tickets
Tickets which are given for free and provide opportunity for the players to earn additional bonus. Each free ticket is equivalent to 0.05p and the prices vary across different bingo rooms.
Free/ Non-Depositing account
An account in which player has not made real money deposits
Another form of bonus that is given to the players to try slot machines using Free Spins
A form of reward given to players to play bingo provided cash and other bonus balances are zero. Each Free ticket is valued at 5p.
Guaranteed/Must go PJP
Bingo jackpot which is definitely hit within the fixed number of calls assigned
A massive amount which can be hit by the players on meeting the game criteria unless defined.
Type of bingo game where game prize fluctuates (it could either increase or decrease) with every single call.
KYC (Know your Customer)
It is the process of a business/company to verify & validate the identity of the customers.
No Bonus coupon code
An option which facilitates players to play with only real cash and no bonus.
When a withdrawal cancellation request has been placed by a player and partial amount is reversed to the player's Bingo.
Payment approved is when the amount requested for withdrawal is approved and gets disbursed to the player's bank account.
When a withdrawal request is raised by a player, account team verifies the KYC process and the withdrawal request is verified, the funds are moved to payment pending state in order to send to the concerned bank account.
Cashing out the winnings via withdrawals is referred as payouts.
Virtual currency that enables players to get a feel of the site and try out the games. Any winnings resulting from the wagering of 'play money' is not withdrawable.
PJP (Progressive Jackpot)
A jackpot which progressively increases with every single game until the final value (as defined by the management) is reached.
Purchasing the tickets in advance (before the game starts) is termed as prebuy.
Offers decided by the management and updated on a timely basis.
The winnings credited for participating in the Quiz games played in the chat room, conducted by the chat host are referred to as Quiz Winnings.
Deposits made by a player are given back to him/her in case of, when the player is unable to make use of the deposit.
Real money account
An account in which player has made real money deposits
RTP (Return to Player)
The percentage of winnings which a player gets in return on a game.
Players who have not made any real money deposits.
Players can self exclude their accounts if they feel they’re prone to problem gambling or losing excessive funds. With self-exclusion, players will able to take a break from gambling for six (6) months, one (1) year, three (3) years and/or five (5) years. Self exclusion is automatically applied across all related accounts on all websites managed by us.
Game prize starts with a minimum amount and increases based on the number of cards purchased by the customers.
Take a Break
Players can opt for Take a Break option for a period of 1 to 42 days, wherein players will not be able to place any bets from their account. Take a break is automatically applied across all related accounts on all websites managed by us.
When a withdrawal requested by the player is declined/rejected by the accounts team for certain reasons is referred to as withdrawal declined.
The concept of Betting/play through/playing is known as wagering.