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Terms & Conditions

These Terms govern your relationship with the operator of the online gambling services offered via the website located at luxurybet-ca.com (the "Site") and, where applicable, related mobile applications. By accessing or using the services, you agree to be bound by these Terms as of their effective date, 1 January 2026.

Definitions

For the purposes of these Terms, the following definitions apply:

  • "Operator" means, depending on your place of residence and physical location at the time of play:
    • Fresh Horizons Ltd, a limited company incorporated in the British Virgin Islands and licensed by the Kahnawake Gaming Commission under licence number 00812, for Players located in Canada outside the province of Ontario; and
    • Apollo Entertainment Ltd, a limited company registered in Malta and licensed by the Alcohol and Gaming Commission of Ontario (AGCO) / iGaming Ontario under licence number OPIG1193309, for Players located in the province of Ontario.
  • "Site" means the website luxurybet-ca.com and any subdomains or mobile applications through which Luxury Casino branded services are offered to Players in Canada.
  • "Luxury Casino" or "Luxury Casino" means the online casino brand made available via the Site, operated by the Operator as described above.
  • "User" or "Player" means any natural person who creates an account on the Site, places a Bet, or otherwise uses the services.
  • "Account" means the personal online account opened by a Player on the Site, used for participation in games, holding funds, and managing settings.
  • "Games" means all casino games, slots, live dealer games, table games, and any other interactive gambling products made available on the Site.
  • "Bet" or "Wager" means any sum of money staked by a Player on the outcome of a Game offered on the Site.
  • "Real Money Balance" means the portion of funds in a Player's Account that is not subject to any wagering requirements or bonus restrictions and that may be withdrawn, subject to these Terms.
  • "Bonus" means any promotional funds, free spins, free bets, or other promotional value credited to a Player's Account by the Operator, including participation in the Casino Rewards Group loyalty or VIP programs, which may be subject to specific conditions and wagering requirements.
  • "Bonus Balance" means the portion of the Account balance consisting of Bonuses and any winnings derived therefrom that are subject to wagering or other conditions.
  • "Wagering Requirements" means the total amount a Player must stake using eligible Games before Bonus funds and associated winnings are converted to Real Money Balance.
  • "KYC" (Know Your Customer) means the identification and verification procedures the Operator must perform to confirm a Player's identity, age, and residence in line with regulatory requirements.
  • "Restricted Jurisdiction" means any jurisdiction in which the Operator is not authorised to offer gambling services or where offering or using such services would be unlawful.
  • "Terms" means this Terms and Conditions document, as amended from time to time.

Account Registration

Eligibility and Age Requirements

  • Minimum age: You may only open an Account and use the services if you are at least 19 years of age, or the higher minimum legal gambling age applicable in your province or territory of residence. In Alberta, Manitoba, and Quebec, you may only open an Account if you are at least 18 years of age.
  • Location: You may use the Site only while physically located in Canada in a province or territory where the Operator is legally authorised to offer its services. In Ontario, you are contracting with Apollo Entertainment Ltd under the AGCO / iGaming Ontario framework. In the rest of Canada, you are contracting with Fresh Horizons Ltd under Kahnawake Gaming Commission licence 00812.
  • Legal capacity: You represent that you have full legal capacity to enter into binding contracts under the laws of your province or territory.
  • Prohibited users: Employees of the Operator, its group companies (including Casino Rewards Group), and their immediate family members may be subject to additional restrictions and may not be permitted to open an Account, except as expressly authorised in writing by the Operator or relevant regulator.

Account Creation Process

  • Registration information: To open an Account, you must:
    • Provide accurate and complete personal details, including your full legal name, date of birth, residential address in Canada, email address, and telephone number (if requested);
    • Select a unique username and a secure password; and
    • Confirm that you have read, understood, and accepted these Terms and the Privacy Policy.
  • Email and device verification: The Operator may require you to:
    • Verify your email address through a confirmation link;
    • Verify your device or phone number via SMS or other authentication methods; and
    • Re-confirm your credentials on subsequent logins for security and regulatory purposes.
  • Single account policy: You may only hold one Account for Luxury Casino on luxurybet-ca.com. Opening multiple Accounts, including under different names, emails, or devices, is strictly prohibited and may result in suspension, confiscation of Bonuses, and voiding of winnings.

KYC, Identity Verification and Ongoing Monitoring

  • Mandatory verification: To comply with applicable Canadian, Kahnawake and Ontario regulations, the Operator will perform KYC checks, which may include:
    • Proof of identity (e.g. passport, driver's licence, provincial or territorial ID card);
    • Proof of residential address (e.g. recent utility bill, bank statement, government correspondence); and
    • Verification of payment methods used (e.g. copy of bank card, bank or e-wallet statement, crypto wallet ownership evidence where permitted).
  • Timing of verification: The Operator may suspend deposits, gameplay, or withdrawals until verification is completed. In some cases, verification will be required at registration; in others, prior to your first withdrawal or upon reaching certain cumulative deposit thresholds, or if suspicious activity is detected.
  • Ongoing due diligence: The Operator may request updated documents or additional information at any time up to 31 December 2026 to comply with regulatory, anti-money laundering, and responsible gambling obligations.

User Obligations

  • Accuracy of data: You must:
    • Provide true, accurate, and current information at registration;
    • Promptly update your details if they change; and
    • Not impersonate another person or use false identity documents.
  • Password and account security: You are responsible for:
    • Maintaining the confidentiality of your login credentials;
    • Not disclosing your password to any third party;
    • Ensuring that no minors or unauthorised persons access your Account or devices; and
    • Immediately notifying [email protected] if you suspect unauthorised access or security breaches.
  • Use for lawful purposes only: You may not:
    • Use the Site for any unlawful or fraudulent purpose, including money laundering, terrorist financing, or tax evasion;
    • Deposit funds originating from criminal activity; or
    • Allow any other person to use your Account.

Betting & Gameplay Rules

General Betting Rules

  • Placing a Bet: A Bet is considered placed and accepted when:
    • You have selected the Game and stake amount;
    • The relevant "spin", "bet", "deal" or equivalent button has been clicked or tapped; and
    • The Operator's systems have recorded the transaction and assigned a unique transaction ID.
  • Minimum and maximum stakes: Each Game has specific minimum and maximum Bet limits, which are displayed within the Game interface. You agree not to attempt to place Bets below or above these limits. The Operator may at any time adjust these limits for individual Games or Players, subject to regulatory requirements.
  • Currency: All Bets and payouts for Canadian Players are made in Canadian dollars (CAD), unless otherwise indicated in the Game or account settings.
  • Game rules: The rules of each Game, including payout tables, special features, and winning conditions, are accessible within the Game itself or via the "Help" or "Info" sections. In the event of any discrepancy between these Terms and the Game rules, the Game rules will prevail for gameplay-specific matters.

Bet Confirmation, Cancellation and Modification

  • Finality of Bets: Once a Bet has been accepted and the Game round has begun, the Bet cannot generally be cancelled or modified by the Player.
  • Operator's right to void Bets: The Operator reserves the right to void or adjust Bets, winnings, or both, where:
    • A Game malfunction or obvious error in odds, payouts, or Game configuration has occurred;
    • The Bet was placed after the outcome of an event or Game round was already known or should reasonably have been known;
    • The Bet was placed in violation of these Terms or applicable regulations; or
    • There is evidence of collusion, exploitation of a software bug, bot use, arbitrage, or other fraudulent behaviour.
  • System interruptions: If your Game session is interrupted (e.g. due to network failure, device crash or disconnection), the outcome of any completed Bet as recorded on the Operator's servers will remain valid. If the Game round was not completed, it will either:
    • Resume from the point of interruption upon reconnection where technically feasible; or
    • Be rolled back and the Bet amount refunded to your Account if resumption is not possible.

Live Casino, Chat and Conduct Rules

  • Respectful behaviour: When participating in live casino Games or using chat functions, you must:
    • Treat dealers, staff, and other Players with respect and courtesy;
    • Refrain from using abusive, defamatory, racist, sexist, hateful, harassing, or otherwise offensive language;
    • Not share personal contact information, promotional material, or spam; and
    • Not discuss other gambling sites, bonuses, or solicit other Players.
  • Prohibition of fraud and collusion: You must not:
    • Use any automated systems, bots or software to gain an unfair advantage;
    • Collude with other Players or the dealer to manipulate outcomes;
    • Exploit any Game, bonus or software bug, loop-hole, or misconfiguration; or
    • Engage in chargeback abuse or payment fraud.
  • Enforcement: The Operator may monitor chats and gameplay to ensure compliance. Violations may result in:
    • Chat suspension or permanent ban;
    • Game exclusion or Account suspension;
    • Confiscation of winnings resulting from prohibited conduct; and/or
    • Reporting to relevant regulators (including Kahnawake Gaming Commission and AGCO/iGaming Ontario) and law enforcement where required.

Bonus Terms

General Bonus Conditions

  • Promotional offers: From time to time, the Operator may offer Bonuses, including welcome bonuses, deposit matches, free spins, loyalty rewards via the Casino Rewards Group, cashback or other promotional incentives. Each Bonus will be subject to specific terms communicated on the Site, in promotional materials or within your Account.
  • Eligibility: Bonus eligibility may depend on:
    • Your province or territory of residence and physical location (Ontario vs rest of Canada);
    • Your Account status (new vs existing Player); and
    • The payment method used for deposit (certain methods may be excluded).
  • Personal offers: Some Bonuses are personalised and may only be used by the specific Player to whom they are addressed. The Operator may revoke any Bonus mistakenly issued or used by an ineligible Player.

Activation, Wagering Requirements and Timeframes

  • Activation: To activate a Bonus, you may be required to:
    • Opt in during registration or via your Account or cashier section;
    • Enter a Bonus or promo code; and/or
    • Make a qualifying deposit meeting minimum threshold conditions.
  • Wagering Requirements: Unless otherwise stated:
    • Deposit match bonuses generally carry wagering requirements, which may be expressed as a multiple of the Bonus amount, the deposit plus Bonus, or another clearly specified base;
    • Wagers placed on different Games may contribute differently to wagering requirements (e.g. slots may contribute 100%, while table games and live dealer games may contribute at a reduced rate or 0%); and
    • Only Bets placed after Bonus activation count towards the wagering requirements.
  • Time limits: Bonus offers will specify an expiry date and may impose a specific period (for example, 7 - 60 days) within which wagering requirements must be completed. Unused Bonuses and any winnings associated with them may be forfeited after the relevant period up to, but not beyond, 31 December 2026.

Prohibited Games, Betting Patterns and Bonus Abuse

  • Restricted Games: Certain Games or categories (e.g. some progressive jackpots, low house-edge table games, or particular high-RTP slots) may be excluded from Bonus play or may not contribute to wagering. These restrictions will be detailed in the Bonus terms and/or within Game descriptions.
  • Prohibited betting strategies: You agree not to:
    • Use hedging strategies, zero-risk or low-risk betting systems, or place equal Bet coverage across multiple outcomes for the primary purpose of clearing Bonuses;
    • Place single large Bets or dramatically increase Bet size after substantial wins while still satisfying wagering requirements ("bonus hunting"); or
    • Place Bets exceeding any maximum Bet per spin/round while a Bonus is active, where such maximum is specified in the Bonus terms.
  • Bonus abuse: Evidence of Bonus abuse, including multiple Accounts, collusion, or exploiting any aspect of the promotion, may result in:
    • Cancellation of Bonuses and associated winnings;
    • Adjustment of Account balances;
    • Exclusion from future promotions; and/or
    • Account suspension or closure, and reporting to regulators where appropriate.

Combining Promotions and Bonus Funds Management

  • Multiple offers: Only one active welcome or first-deposit Bonus may apply to a single qualifying deposit, unless explicitly stated. Other promotions may not be combined unless the relevant terms clearly allow it.
  • Funds order: Unless otherwise indicated in provincial or Ontario-specific rules:
    • Real Money Balance is generally staked before Bonus Balance; and
    • Winnings may be allocated between balances in accordance with the applicable Bonus structure and regulatory requirements.
  • Withdrawal before wagering completion: If you request a withdrawal before completing wagering requirements, the Operator may:
    • Cancel the active Bonus and associated winnings; or
    • Process the withdrawal of your Real Money Balance only and remove the Bonus Balance, in accordance with the specific promotion terms.

Payments & Withdrawals

Deposit Methods and Limits

  • Deposit options: Subject to availability in your province or territory and regulatory requirements, deposits may be made using:
    • Credit and debit cards (e.g. Visa, Mastercard), where permitted;
    • Interac and other bank transfer solutions;
    • E-wallets and online payment services; and
    • Where expressly allowed by law and the Operator, certain approved cryptocurrencies or crypto-linked payment methods.
  • Minimum and maximum deposits: Each payment method may have specific minimum and maximum deposit limits, which will be displayed in the cashier section. The Operator may adjust these limits from time to time or apply individual limits based on responsible gambling, KYC, or risk assessments.
  • Fees: The Operator generally endeavours not to charge deposit fees. However:
    • Your bank, card issuer, or payment provider may levy charges or treat deposits as cash advances; and
    • Any such third-party charges are your sole responsibility.

Withdrawals, Processing Times and Verification

  • Withdrawal requests: You may request withdrawals from your Real Money Balance at any time, subject to:
    • Completion of KYC and verification checks;
    • Compliance with Bonus terms and wagering requirements; and
    • Any applicable minimum withdrawal amount for your chosen method.
  • Payment methods for withdrawals: Where possible, withdrawals will be processed to the same method used for deposit. If this is not feasible (for example, a particular method only supports inward payments), the Operator may select an alternative method, such as bank transfer, subject to regulatory constraints.
  • Processing times: Subject to verification:
    • The Operator aims to review and process withdrawal requests within a reasonable period, typically within 24 - 72 hours;
    • Additional delays may arise due to KYC checks, banking hours, intermediary banks, or payment provider procedures; and
    • The Operator is not liable for delays caused by third-party payment providers, provided it has processed the payment correctly.
  • Withdrawal fees: The Operator will inform you in the cashier section if any Operator-imposed fees apply to withdrawals. External fees charged by banks or payment providers remain your responsibility.

Refunds, Chargebacks and Reversals

  • Refunds: As gambling services are provided instantly, deposits are normally non-refundable. The Operator may, at its sole discretion and subject to regulatory requirements, consider a refund request in exceptional circumstances, in which case:
    • Any associated winnings or Bonuses linked to the refunded deposit may be voided; and
    • Responsible gambling or account restrictions may be applied.
  • Chargebacks: If you initiate a chargeback or payment dispute:
    • The Operator may suspend your Account pending investigation;
    • Any funds, Bonuses or winnings may be frozen; and
    • The Operator reserves the right to recover any unpaid amounts, including chargeback fees and reasonable collection costs, and to report such matters to regulators or law enforcement.
  • Erroneous credits: If funds are credited to your Account in error (including duplicate payments, system errors or misapplied Bonuses), you must notify the Operator immediately and must not withdraw or spend those funds. The Operator may reverse such transactions and adjust balances accordingly.

Special Conditions for Bonuses and Bets

  • Bonus-related withdrawals: Withdrawals of funds connected to Bonuses are subject to full compliance with the relevant Bonus terms, including wagering requirements and any maximum win or payout caps, where allowed by applicable law and regulation.
  • Cancelled or void Bets: If a Bet is cancelled or voided by the Operator due to technical failure, Game malfunction or other valid reason:
    • The original stake will be returned to your Account; and
    • No winnings or losses will be recognised from that Bet.

Limitation of Liability

Operator's Obligations and Fairness of Games

  • Regulatory compliance: The Operator undertakes to operate the Site in accordance with applicable laws and regulations of Kahnawake and Ontario, as well as other relevant Canadian legal requirements, including those relating to consumer protection, anti-money laundering, and responsible gambling.
  • Game integrity: The Games offered on the Site use random number generator (RNG) technology and are subject to independent testing and certification. As of the latest eCOGRA payout review (2023), which reported an overall RTP of 96.31% and poker RTP of 96.55%, the platform has been assessed for fairness, although ongoing certification status may change.
  • Accuracy of results: The results of all Games as recorded on the Operator's servers are final and binding. In the event of any discrepancy between your device display and the Operator's records, the latter shall prevail.

Exclusions of Liability

  • Technical and network issues: To the maximum extent permitted by law, the Operator is not liable for:
    • Any loss, damage, or expense arising from failures of telecommunications, internet connectivity, power supply, or your hardware/software;
    • Delays, interruptions, or errors caused by third-party service providers, including payment providers; or
    • Viruses, distributed denial-of-service attacks, or other harmful technologies that may affect your devices, provided the Operator has implemented reasonable industry-standard security measures.
  • Indirect and consequential loss: The Operator is not liable for any indirect, incidental, special, punitive, or consequential damages, including loss of profits, loss of business, or loss of data, arising out of or in connection with your use of the Site or services.
  • Self-exclusion and responsible gambling: The Operator provides responsible gambling tools and information, including links to resources such as Responsible Gambling Council (responsiblegambling.org). However, the Operator cannot be held liable for consequences of your gambling behaviour where you fail to use such tools or provide accurate information regarding your circumstances.

Maximum Liability

  • Cap on compensation: Subject to any non-excludable statutory rights you may have under Canadian law, the total aggregate liability of the Operator to you, whether in contract, tort (including negligence) or otherwise, arising out of or in connection with any single event or series of related events shall not exceed:
    • The amount of the Bet or Wager giving rise to the claim; or
    • If the claim does not relate to a specific Bet, the net amount of deposits made by you to your Account in the three (3) months preceding the event giving rise to the claim, up to a reasonable limit consistent with applicable law.
  • No limitation for certain rights: Nothing in these Terms excludes or limits liability for:
    • Death or personal injury caused by the Operator's negligence;
    • Fraud or fraudulent misrepresentation; or
    • Any other liability that cannot be excluded or limited under applicable Canadian law.

Intellectual Property Rights

Ownership of Content and Software

  • Proprietary rights: All content available on the Site, including but not limited to logos, trademarks, trade names, brand names (including Luxury Casino), text, graphics, images, videos, audio, user interfaces, and the selection and arrangement thereof, is owned by the Operator, its licensors, or its group companies, and is protected by copyright, trademark and other intellectual property laws.
  • Software: The software underlying the Games and the Site, including downloadable clients or apps, is licensed, not sold, to you. You are granted a limited, non-exclusive, non-transferable, revocable licence to use such software solely for accessing and using the services in accordance with these Terms.

Prohibited Uses

  • No unauthorised copying or distribution: You may not, without prior written consent from the Operator:
    • Copy, reproduce, distribute, transmit, or publicly display any part of the Site or its content;
    • Modify, adapt, translate, reverse engineer, decompile or disassemble any software used in connection with the Site, except where permitted by applicable law; or
    • Use any meta tags or other hidden text utilising the Operator's or its licensors' names or trademarks.
  • Personal, non-commercial use only: You may access and use the Site and its content solely for your personal, non-commercial entertainment purposes. Any other use is strictly prohibited.

Privacy & Data Protection

All personal data collected from you when you use Luxury Casino on luxurybet-ca.com is processed by the relevant Operator entity (Fresh Horizons Ltd or Apollo Entertainment Ltd, as applicable) in accordance with the applicable privacy and data protection laws of Canada, Kahnawake, Ontario, and other relevant jurisdictions.

  • You acknowledge and agree that:
    • Your personal information will be collected, used, stored, and shared as described in the Site's Privacy Policy, which forms an integral part of these Terms;
    • KYC, anti-money laundering, fraud prevention and responsible gambling requirements may require the Operator to share information with regulatory authorities, including the Kahnawake Gaming Commission, AGCO, iGaming Ontario, and other competent bodies; and
    • By using the Site, you consent to such processing and, where required, additional consents may be requested before specific processing activities.
  • You should review the Privacy Policy regularly to understand how your data is handled and to be aware of your rights, including rights of access, correction and, where applicable, deletion or restriction.

Changes to Terms

Amendment Procedure

  • Right to modify: The Operator reserves the right to amend or update these Terms at any time up to 31 December 2026 in order to:
    • Comply with changes in law, regulation, or regulatory guidance (including from the Kahnawake Gaming Commission, AGCO, iGaming Ontario, or other authorities);
    • Reflect updates to the services, technologies, or Games offered; or
    • Address security, operational or responsible gambling considerations.
  • Notification of changes: Material changes to these Terms will be communicated to you by one or more of the following methods:
    • Notice on the Site, such as a banner or pop-up message upon login;
    • Direct email to the address registered on your Account; or
    • Other reasonable electronic means allowed by law and regulation.

Acceptance of Updated Terms

  • Continued use: Your continued access to or use of the Site after updated Terms have been communicated will constitute your acceptance of the amended Terms.
  • Right to discontinue: If you do not agree with any amendment:
    • You must cease using the Site and services immediately; and
    • You may request withdrawal of any eligible Real Money Balance remaining in your Account, subject to verification, Bonus conditions, and any legal or regulatory restrictions.

Termination & Suspension

Operator's Right to Suspend or Close Accounts

  • Grounds for action: The Operator may suspend or close your Account, or restrict access to some or all Games, where:
    • You breach any provision of these Terms or any Game or Bonus rules;
    • You provide false or misleading information, or fail to complete KYC verification;
    • There is suspicion of fraud, collusion, money laundering, terrorist financing, or other criminal activity;
    • You initiate unwarranted chargebacks or payment disputes;
    • You engage in abusive behaviour towards staff or other Players; or
    • Requested by a regulatory authority or required by law.
  • Temporary suspension: During an investigation, the Operator may:
    • Freeze your Account balance;
    • Restrict deposits, withdrawals and Bonuses; and
    • Request additional information or documentation from you.

Player-Initiated Closure and Self-Exclusion

  • Account closure: You may request closure of your Account at any time by contacting [email protected] or, where available, using self-service tools in your Account settings.
  • Self-exclusion and limits: The Site offers responsible gambling tools, which may include:
    • Deposit, loss, and session limits;
    • Time-outs; and
    • Self-exclusion options, which may be permanent or for a defined period, in accordance with provincial and Ontario requirements.
    Additional information and assistance can be found via resources such as the Responsible Gambling Council (responsiblegambling.org).

Refund of Funds and Consequences of Termination

  • Return of Real Money Balance: Upon closure of your Account (whether by you or the Operator), and subject to regulatory requirements and any investigation:
    • Your remaining Real Money Balance, net of any chargebacks or sums due to the Operator, will be returned to you using an appropriate payment method; and
    • Any active Bonuses or Bonus Balances may be cancelled, and associated winnings forfeited, in accordance with the relevant Bonus terms and applicable law.
  • Confiscation of funds: If your Account is closed due to serious breach of these Terms, fraud, or criminal activity, the Operator may be required by law or regulator direction to confiscate some or all of your funds and/or remit them to the relevant authority.
  • Record retention: The Operator will retain records of your Account and transactions for the period required by applicable law and regulation after termination.

Governing Law & Jurisdiction

Applicable Law

  • Ontario Players: If you are physically located in Ontario when using the Site, these Terms and your relationship with Apollo Entertainment Ltd are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, subject to the oversight of AGCO and iGaming Ontario.
  • Players in the rest of Canada: If you are located in Canada outside Ontario, these Terms and your relationship with Fresh Horizons Ltd, as licensed by the Kahnawake Gaming Commission, are governed by the laws of the Mohawk Territory of Kahnawake and, where applicable, the federal laws of Canada.

Dispute Resolution

  • Internal complaint process: If you have a complaint regarding the services:
    • First contact customer support at [email protected], providing full details and relevant evidence;
    • The Operator will acknowledge receipt and aim to resolve your complaint within a reasonable timeframe; and
    • If your complaint relates to transaction accuracy, Game outcome or Account balance, the Operator will review relevant logs and records.
  • Escalation to regulators / ADR:
    • If your complaint is not resolved to your satisfaction, you may, where applicable:
      • For non-Ontario Canadian Players: escalate the matter to the Kahnawake Gaming Commission via gamingcommission.ca; and/or
      • For Ontario Players: use the AGCO / iGaming Ontario dispute resolution mechanisms via agco.ca and igamingontario.ca.
    • In certain cases and subject to eligibility, you may also refer unresolved disputes to an approved alternative dispute resolution (ADR) provider such as eCOGRA, in line with its policies and procedures (ecogra.org and ecogra.org/ata/policies_procedures.php).
  • Court jurisdiction: Subject to any mandatory provisions of consumer protection legislation and any applicable arbitration or ADR requirements:
    • Ontario Players may bring proceedings before the courts of Ontario; and
    • Players in the rest of Canada may bring proceedings before the competent courts having jurisdiction over Kahnawake, without prejudice to any rights you may have to bring an action in your province or territory of residence where required by law.

Contact Information

If you have any questions about these Terms, your Account, or the services offered on luxurybet-ca.com under the Luxury Casino brand, you may contact the Operator using the following details:

Where a physical mailing address or telephone number is required for a particular regulatory process or dispute submission, such details will be provided to you by customer support or will be available through the relevant regulator's official directory.