Terms and Conditions of Use of Services
(Version 2.4 February 2023)
1.Introduction
1.1 Welcome to royalpanda.com and thank you for taking the time to learn about the Terms and Conditions (“T&Cs”) which apply to Your use of the Games, the related enabling internet, mobile or other platforms through which You access our website royalpanda.com, and other related URLs or apps belonging to or licensed to the Operator (“Website”).
1.2 The Website and all associated brands, trademarks and intellectual property are owned and operated by LeoVegas Mobile Gaming Group.
2.Definitions
2.1 You will note the following terms used throughout our T&Cs:
“Available to Bet” means the total funds in your Member Account less any Reserved Amount;
“Bonus Rules” means rules and other important information with respect to bonuses, promotions, welcome offers and any other offers available on the Website, offered at the sole discretion of the Operator and as applicable from time to time;
“Customer Support Contact” means support@royalpanda.com;
“DPO Email” means dpo@royalpanda.com;
**“Games”**meanscasino, live casino, sportsbook, bingo games, and any other game on our Website, as may become available from time to time. The Operator reserves the right to add and remove Games from the Website at its own discretion;
“Game Rules” means rules specific to each Game as incorporated and managed by the providers, suppliers and/or developers of the Games;
“T he Operator” means Royal Panda Ltd. (C58222) a company incorporated under the Laws of Malta with its registered address ‘Level 7, The Plaza Business Centre, Bisazza Street, SLM 1640, Sliema, Malta’.
“LeoVegas Mobile Gaming Group” means Royal Panda Ltd. (C58222), its subsidiaries or holding companies from time to time and any subsidiary of a holding company of LeoVegas.
“Operator VIP Program” means the VIP experience page on the Website, and/or any other VIP and/or full loyalty programs which may become available from time to time;
“Member Account” meansthe user account You create on our Website to use our Games and services;
“MGA” means the Malta Gaming Authority;
“Reserved Amount” meansthe amount You stake or offer to stake on a bet, which represents Your potential exposure at any time;
“T&Cs” means these Terms and Conditions governing Your use of the Games and Website;
“You” and “Your” is the user using the Website;
3. Licenses
3.1 The Operator is licensed and regulated by the MGA, under licence number MGA/CRP/237/2013 (issued on the 1st August 2018).
4. User Obligations
4.1 You hereby represent and warrant that:
4.1.1 You are over 18 years old or such higher minimum legal age and that You are allowed to use and play the Games on the Website, as stipulated in the laws of the jurisdiction applicable to You;
4.1.2You fully understand that it is entirely and solely Your responsibility to enquire and ensure that You do not breach laws applicable to You by participating in the Games;
4.1.3 You will use the Website and Your Member Account solely and exclusively for the purpose of Your participation in the Games and not for any financial or other unethical or unlawful reason. Your participation in the Games will be strictly in Your personal non-professional capacity for recreational and entertainment purposes only;
4.1.4 You register on Your behalf only, and You participate in the Games on Your own behalf and not on behalf of any other person;
4.1.5 You are not a resident in Afghanistan, Curacao, Cyprus, Ethiopia, Iran, Iraq, Kuwait, Somalia, Syria, U.S.A, Yemen or any other jurisdiction where Your participation would be in conflict with any applicable law or any other rules, including but not limited to those laws relating to online gaming. You may not access or use the Website, app/s and Games from these jurisdictions.
4.1.6 All information that You provide to the Operator throughout Your use of the Website and Games is complete, accurate and correct, and that You shall immediately notify the Operator in case of any changes to such information;
4.1.7 You are solely responsible for reporting, accounting and paying any taxes applicable to You under the laws of Your jurisdiction, arising out of Your participation and use of the Games and Website, including any winnings that You receive from the Operator;
4.1.8 All real money that You deposit into Your Member Account is lawfully sourced and not tainted with any illegality. You warrant in particular, that such money You deposit into Your Member Account does not originate from any illegal activity or source;
4.1.9 You understand that by participating in the Games You take the risk of losing money deposited in Your Member Account;
4.1.10You are and shall not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation in any of the Games and shall not use any software-assisted methods or techniques or hardware devices in connection with Your participation in any of the Games. The Operator hereby reserves the right to invalidate or close Your Member Account or invalidate or terminate Your participation in a Game in the event of such behaviour;
4.1.11 You shall only use funds, credit cards and other financial instruments that are valid and lawfully belong to You, when depositing or withdrawing funds to, and from Your Member Account.
4.1.12 The computer software that the Operator makes available to You is owned by the Operator or other third parties and protected by copyright and other intellectual property rights. You shall only use the software for Your own personal, recreational use in accordance with all rules, terms and conditions as set out in these T&Cs and in accordance with all applicable laws, rules and regulations.
4.1.13 You shall be courteous to other users and representatives of the Operator and shall avoid rude or obscene comments, including in chat rooms. Games played on or through the Website should be played in the same manner as games played in any other setting. Aggressive or violent behaviour towards other users or the Operator staff will not be tolerated.
5. General Rules
5.1 By creating, opening and registering an account with the Operator on the Website, and by using or playing the Operator Games or accepting any bonuses. You acknowledge and agree that You have read, understood and accepted that the T&Cs as applicable to Your use of the Website, and commit Yourself to abide by them at all times when using the Website and Games.
5.2 You must read these T&Cs carefully in their entirety before creating, opening and registering an account with the Operatoron the Website, and by using or playing the Operator Games or accepting any bonuses. If You do not agree with any provision of these T&Cs You must not use or continue to use the Website and/or Games. Your continued use of the Website and/or Games means that You accept these T&Cs (as amended from time to time) as binding.
5.3 The Operator reserves the right to modify these T&Cs from time to time, and therefore to amend the rules which regulate Your use of the Website and/or Games and the agreement between You and the Operator. When these T&Cs are changed or updated in a material way, You will be notified in advance of any such changes specifically, which changes will become effective immediately upon Your acceptance of the T&Cs or Your continued use of the Website and/or Games. Your continued use of the Website and/or Games following changes to the T&Cs will signal Your acceptance of the T&Cs (as amended).
5.4 You are entitled to decline to accept the modified T&Cs, however, by doing so You will no longer be able to use the OperatorWebsite and/or Games. You will however be able to withdraw all available funds and ask customer support to close Your account, through the Customer Support Contact as indicated in these T&Cs.
5.5 Game Rules and explanations for participating in any Games, maintaining Your account with the Operator, and other important information is provided in separate links on the Website and are incorporated into these T&Cs by reference.
6. Creating Your Member Account with the Operator
6.1 In order to participate and enjoy any of the Games for real money, You must first register with the Operator, open a Member Account and place money into Your Member Account in any way stipulated on the Website. the Operator has the right to appoint third-party payment solution providers to act, receive and/or pay funds on behalf of the Operator.
6.2 A request to open a Member Account is made by filling out the registration form and submitting it on the Website. The Operatorreserves the right to refuse to open a Member Account at its own absolute discretion, to the extent allowed at law.
6.3 You must enter all mandatory information requested into Your registration form, in particular Your:
· Name and Surname;
· Date of birth;
· Address;
· Valid e-mail address;
· Valid mobile phone number;
· Place of residence;
· Place from where You intend to access the Website, if other than Your place of residence;
· Relevant payment information
6.4 You must be 18 years of age or older, or such higher minimum legal age as stipulated in the laws of jurisdiction applicable to You to be allowed to participate in the Games offered on the Website.
6.5 It is Your sole responsibility to ensure that the information You provide is true, complete and correct and You hereby represent and warrant to the Operator that the information provided is true, complete and correct. The Operator reserves the right to suspend or close any Member Account opened on the basis of false, incomplete or inaccurate information.
7. Duplicate or Multiple Member Accounts
7.1 You are only allowed to open and use one (1) Member Account with the Operator on the Website. If You open or attempt to open more than one (1) Member Account on the same Website, for whatever reason, or if you have placed a number of bets from duplicate or multiple accounts which You have opened irregularly, the Operator reserves the right to block You or close any or all of Your Member Accounts at its discretion, and all bets will be considered null and void. The Operator also reserves the right to withhold any deposits or winnings upon the discovery of duplicate or multiple Member Accounts being opened or used by You, at its sole discretion. The Operator retains the right to take further action against You as deemed necessary.
7.2 If You notice that You have more than one (1) Member Account under different names, You must notify the Operator immediately.
7.3 Should the Operator decide to allow You to keep one (1) Member Account, it will be at the sole discretion of the Operator to establish which shall be Your remaining Member Account. The Operatorwill deduct an administrative fee of 10% (of deposits set at a minimum of €30 (in words: thirty euros) or equivalent) for every Member Account You have opened as well as any other deductions that may apply in accordance with these T&Cs.
7.4 Furthermore, if You attempt to open any additional, duplicate or multiple Member Accounts after Your original Member Account has been closed due to gambling addiction, any funds held in Your additional Member Account/s will be immediately forfeited and retained and no winnings shall be paid out to You under any circumstance.
8. KYC and Member Account Information
8.1 The Operatorcarries out verification procedures, whether itself or through third parties on depositing customers and Member Accounts. You agree to provide the Operator with documents at the deposit and/or withdrawal stage, or at any other stage at the sole discretion of the Operator.
8.2 Such information may include a copy of Your passport or other identification documentation, or information related to Your source of wealth and/or source of funds, as part of the Operator KYC procedures. The Operator may also request You to provide a copy of documentation which would have expired or would no longer be valid for any reason, or to request any additional KYC documentation for any reason and at any time.
8.3 Your failure to provide the Operator with true, complete and correct information or documentation required to fulfill the Operator's compliance and regulatory obligations will result in the restriction, suspension or closure of Your Member Account, and the withholding of any funds in Your Member Account until the Operator verification process is complete.
8.4 If on completion of the Operator's verification checks, You are shown to be underage (according to applicable law in Your jurisdiction) the Operator will:
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Return all deposits to You and no winnings will be paid;
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All transactions made whilst You were underage will be null and void, and all related funds deposited by You will be returned by the payment method used for the deposit of such funds, wherever practicable; and
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Your Member Account will be closed.
9. Login Details and Member Accounts
9.1 As part of the registration process You will have to choose Your username and password to access Your Member Account on the Website. It is Your sole and exclusive responsibility to ensure that Your login details are kept securely and undisclosed to third parties. You will be held fully responsible and will hold the Operator harmless for any use, misuse or abuse of Your Member Account, occurring due to Your disclosure of Your login details to any third party, whether intentional, accidental, active or passive.
9.2 If You believe that Your login details have been disclosed to a third party, You should notify the Operator immediately to have Your login details reset. Unless the third party use of Your Member Account is caused by any gross negligence on the Operator's part, any use of Your Member Account will be deemed as Your own.
9.3 Additionally, should the Operator detect or suspect that any other person other than You, is using Your Member Account, the Operator reserves the right to suspend or close Your Member Account and retain any funds therein, in its absolute discretion.
9.4 You are not allowed to transfer funds from Your Member Account to other Member Accounts or users, or to receive funds from other users into Your Member Account, or to sell, transfer and/or acquire Member Accounts to/from other users.
9.5 The Operator may at its own absolute discretion and without having to provide any justification, refuse to open or decide to close an existing Member Account. However, all contractual obligations already made will be honoured, without prejudice to any other clause in these T&Cs.
10 . The Operator VIP Program
10.1 The Operatorreserves the right to change the rules for the Operator VIP Program at any time. If the Operator suspects that You are engaged in illegal or fraudulent activities when using the Operator VIP Program or in breach of these T&Cs, the Operatormay freeze, suspend or close Your Member Account and/or a related account (e.g. a referred friend) at Operator's absolute discretion.
10.2 Once you have registered and created a Member Account, You will automatically become a member of the Operator’s VIP Program. When playing for real money You will increase Your VIP level and have the chance to earn special rewards. Should you wish to opt-out of the Operator’s VIP Program, you can do so upon registration or from your Member Account profile.
10.3 The VIP level is personal to You and Your Member Account, and can in no way be transferred to other users, Member Accounts or third parties.
11. Member Account Administration
11.1 Any deposit You make into Your Member Account will be held for Your use until You place a bid for a bet, or accept a bet on the Website. The Operator will then hold such amount awaiting the outcome of the bet.
11.2 The amount You have staked which represents Your current exposure at any time is referred to as the “Total Bet”, or any other equivalent term as described in the Game and/or Game Rules from time to time. The total balance in Your Member Account, less the Total Bet, is the remaining amount of money in Your Member Account which has not yet been used for a bet and is referred to as Your "Available to Bet" balance. This will determine Your betting limit.
11.3 The Operatorwill calculate Your Available to Bet balance, from time to time, as well as settling other bets made by You with other users through Your participation in the Games.
11.4 The Operator’s calculations of Your Reserved Amount, Your Available to Bet balance and any amounts owed by You in terms of these T&Cs will be final and, in the absence of any manifest error, will not be subject to any enquiry, challenge or investigation.
11.5 The Operatorwill both on a market basis and in general set off any losses against any gains made to Your balance.
11.6 When You have matched a bet on the Website, the Operator will hold the amount staked awaiting the outcome of the event, and declare a winner. At this point the bet is binding and cannot be cancelled or withdrawn. Nor can any amount held by the Operator in this respect be withdrawn.
11.7 You may participate in a Game only if You have sufficient funds on Your Member Account for such participation. The Operator does not grant any credit for the use of its services and will not give You any credit for participation in any Game.
11.8 Information required to deposit funds into Your Member Account, can be found under “My Account” and “Deposit” pages of the Website. You can use any of the methods available to You as specified on these pages as may be amended from time to time. Please note that some of the methods may not be available in some jurisdictions.
11.9 Depending on the method selected for deposits, such deposits can incur charges. For current fees regarding depositing funds, see "My Account" and "Deposit" for each deposit method. Your bank or other payment service provider may independently charge You for bank wire transfers and other methods of payment.
11.10 The Operator accepts payments made in several currencies. Please note that any potential exchange premiums or charges are payable by You.
11.11 When using a credit or debit card for depositing funds, Your funds only clear when the Operator has received an irrevocable approval and authorisation code. Should the Operator not receive such approval and code Your Member Account will not be credited with those funds.
11.12 The Operatorreserves the right to use additional procedures and means to verify Your identity when effecting deposits into Your Member Account.
11.13 You shall not treat the Operator as a financial institution. Credit balances in Your Member Account will not bear interest.
12. General rules for participating in Games
12.1 You can only place a bet on the Website and Games after opening a Member Account and depositing sufficient funds in Your Member Account.
12.2 The Operatorretains the right, at its absolute discretion, to stop offering any of its Games at any point. Any money staked or bets placed on such Game will be refunded back to You by the Operator.
12.3 Any bet You place on the Website and Games will be governed by the version of these T&Cs and Game Rules valid at the time of the bet’s acceptance.
12.4 A bet is deemed to have been accepted as soon as it is received on the Operator system, validated and processed. Confirmation is then sent to Your device or computer with a unique number and/or time stamp.
12.5 The Operatorretains the absolute right and discretion to decline to accept bets on any Game without providing any reason.
12.6 The list of all the bets You place and the respective details are available to You on Your Member Account.
12.7 Should the Operator decide to close Your account for any reason as explained in these T&Cs, bets which have already been placed will not be voided and You will be paid any winnings and/or unwagered deposits, unless there is reasonable suspicion of fraudulent activity.
12.8 A bet which You place and confirm, cannot be amended, withdrawn or cancelled for any reason.
12.9 When You place a bet on the Website and Games, You acknowledge that You have read, understood and agree to these T&Cs and Game Rules.
12.10Winnings will be paid into Your Member Account after the final result is confirmed. However, and without prejudice to any other clause within these T&Cs, the Operator reserves the right to forfeit and withhold any winnings should there be investigations into the result of an event resulting from a suspicion of criminal activities that may have affected the result of the event. If the irregularity is confirmed, then the Operator retains the right to void any related bets and resultant winnings if any.
12.11 If bets, which exceed any stipulated limits, are erroneously accepted by the Operator, the excess amount will be disregarded, and the bet amount placed will be revised accordingly and the difference paid back to the party and counterparty of the bet.
12.12 Communication errors do occasionally happen. Bets are confirmed only when received on the Operator servers in Malta. Should there be a break in communication after You offer a bet, and such bet is received by the Operator servers prior to the communication break, such bet will still be considered valid. You will be informed that Your bet has been accepted once communication is re-established at which time the bet may have been already utilised. You will receive information about the outcome of the bet placed. If the bet offer is not received at the Operator servers then it will not stand, and the bet amount will not have been taken from Your Member Account.
12.13 If a Game is started but fails or produces an inexact result due to a breakdown of the Game account management software and/or of the Game and/or of the random number generator, all the stakes and wins coming from that Game will be cancelled and the Game account balance will be restored to its position prior to the start of the Game. In this case the funds You bet will be returned to Your Member Account.
12.14 If You disconnect Your session with the Operator during an active Game, the amount of funds You will have staked will be returned to Your Member Account. When applicable, amounts of un-wagered stakes will be returned to Your Member Account and confirmed bets will be processed and winnings will be credited to Your Member Account, if any.
12.15 The Operatorendeavours to make no mistakes when quoting paytables; if any mistake is inadvertently made, the Operator reserves the right to modify the payout ratios even once the event has finished (when applicable).
12.16 In the event of software or RNG malfunctioning, the bet will be considered null and void and the amount of the stake will be returned to You.
12.17 The Operatorreserves the right to change the prize of a promotion if it cannot be delivered due to unforeseen circumstances or force majeure. In this case, the Operator shall ensure that the You are placed in at least the same, if not better, position.
13. Payouts
13.1 When the outcome of a Game You participate in is determined or, where applicable, the Operator has confirmed the relevant result of an event and settled the markets, all winnings will be available for use in Your Member Account.
13.2 If the Operator mistakenly credits Your Member Account with winnings that do not belong to You, whether due to a technical or human error or otherwise, You are obliged to notify the Operator immediately by email. Such amount will remain the property of the Operator and the amount will be transferred from Your Member Account back to the Operator. If You withdraw the funds erroneously transferred to You before the Operator becomes aware of such error, the amount erroneously paid will constitute a civil debt owed by You to the Operator in terms of applicable law.
13.3 The Operatorreserves the right to carry out additional verification procedures at any time.
14. Bonuses
14.1 Bonuses are normally only available to users in selected territories at the sole discretion of the Operator.
14.2 Bonus Rules are provided in separate links on the Website and are incorporated into these T&Cs by reference.
14.3 The Operator reserves the right to withhold and remove any bonuses awarded to You if such bonuses have not been used within one (1) month from the date on which they were awarded.
14.4 Should You use bonus funds given by the Operator in breach of any Bonus Rules or to play on Games which are not included in the list of Games that count towards meeting such bonus requirements as indicated in such Bonus Rules, then the Operator reserves the right to refuse withdrawals, confiscate bonus money and/or winnings without notice, and to freeze, suspend or close Your Member Account without prior warning.
15. Cancellation of Bets
15.1 The Operator products are consumed instantly when playing and therefore the Operator does not accept requests for cancellations of bets or stakes or refunds when You are playing. If You play a Game with real money, the money will be drawn from Your Member Account instantly.
16. Withdrawals from Your Member Account
16.1 You may withdraw any amount up to the “Available to Withdraw” balance in Your Operator Member Account by issuing the Operatorwith a valid notice of withdrawal on the Website.
16.2 To free Your Member Account balance and withdraw all Your funds, You must first cancel any bets or actions which remain outstanding.
16.3 Notices for withdrawals must be made via the Website. The Operator will not accept requests for withdrawal made by telephone or electronic mail and the Operator employees are not permitted to circumvent these instructions.
16.4 Assuming that You have submitted your verifiable identification documents (if applicable), the Operator will strive to process Your withdrawal request within twenty-four (24) hours. There could be instances where this may not be possible, due to high withdrawal volumes. However, in all cases, we will process your withdrawal request within five (5) working days, as required by our license.
16.5 The Operator will credit Your Member Account back using the same method used to deposit funds in the Member Account, whenever this is possible. Upon withdrawing funds, Your own bank or other payment provider may add a further handling charge which may vary over time and for which You remain responsible.
16.6 The Operator may request verifiable identification documents before processing withdrawal requests and also reserves the right to review Your Website/Game usage to detect any irregular or fraudulent playing patterns.
16.7 Irregular or fraudulent player practices include, without limitation, the following, and shall be considered as such for bonus play-through requirement purposes;
· Equal, zero or low margin bets or hedge betting;
· Placing single bets equal to or in excess of 30% or more of the value of Your total balance (including any given bonus) until such time as the wagering requirements for that bonus have been met;
· Bets placed through duplicate or multiple accounts belonging to the same user.
16.8 Should the Operator deem that irregular playing practices have occurred, the Operator reserves the right to withhold any withdrawals and/or winnings and to confiscate all winnings and bonuses obtained through such playing practices.
16.9 In the case of withdrawal requests pertaining to funds which have never been used for wagering, the Operator will only remit Your funds when the extended due diligence procedure has been successfully carried out. The Operatorreserves the right to apply a 5% charge on withdrawals of a minimum amount of €10 (in words: ten euros) or equivalent, if such amount has not been used at least once for gambling on the Website.
17. Closing Your Member Account
17.1 If You would like to close Your account, You must send an email notifying the Operator on the Customer Support Contact as indicated in these T&Cs. The remaining balance in Your Member Account will be transferred back to You once Your identity is verified and any documents requested are submitted.
17.2 The method of repayment will be at the Operator's absolute discretion.
17.3 The Operatorreserves the right to close Your Member Account and to refund You the available balance, subject to the deduction of relevant withdrawal charges, at the Operator’s absolute discretion and without any obligation to state a reason or give prior notice.
18. Inactive Member Account
18.1 Your Member Account shall be deemed inactive if it has not been accessed for twelve (12) months and has a real money balance.
18.2 The Operatorshall notify You at least thirty (30) days before Your Member Account is due to become inactive. In such case You will have the option to withdraw Your funds, subject to any procedures for withdrawal set out herein and in accordance with laws and regulations.
18.3 Where Your Member Account becomes inactive, the Operator may elect to charge a fee for inactivity or to close Your Member Account. Fees may only be charged to an inactive Member Account as long as that Member Account does not go into a negative balance.
18.4 Where the Operator elects to charge an inactivity fee, such fee shall be a monthly administrative fee of €5 (in words: five euros) or the equivalent in any other currency.
18.5 Where the Operator elects to close Your Member Account, the Operator shall, without prejudice to any AML legislation, endeavour to refund Your remaining balance, by remitting the funds directly or by contacting You using the information at the Operator's disposal.
18.6 If the Operator is unsuccessful in remitting the remaining balance, Your Member Account will (i) either be left open or (ii) will be closed and the remaining balance will be appropriated by the Operator.
18.7 Where the remaining balance is appropriated, acquisitive prescription shall apply in favour of The Operator where the following conditions are satisfied:-
a. After failing to remit the funds the Operator shall send You a final notice informing You that the funds shall be appropriated if You do not provide a means for the funds to be remitted within a specified timeframe;
b. Such notice shall be sent to You through every means of communication available to The Operator, including by post;
c. The Operator may allocate the remaining funds in its favour after the lapse of 5 (in words: five) years from when the final notice has been sent to You;
Any player funds appropriated by the Operator shall be used to fund responsible gaming endeavours.
19. Responsible Gaming
19.1 You may at Your own discretion choose to self-exclude Yourself from playing any Games on the Website (for a definite or an indefinite period of time or permanently). In order to block Your Member Account You need to go to Your Member Account profile and choose “Self-Exclusion” and complete the form or contact the Operator on the Customer Support Contact.
19.2 Should you wish to reopen your Member Account during a definite exclusion, you will be able to do so following a 1 (one) day cool-off period before You may resume to use the Games and Website. Should you wish to reopen your account during an indefinite exclusion, you will be able to do so following a 7 (seven) day cool-off period before You may resume to use the Games and Website. In both cases, you are required to contact the Operator on our Customer Support Contact to make the request. A permanently excluded account cannot be reopened. Once Your Member Account is re-opened in accordance with the procedure described herein, You shall be responsible for any losses that ensue thereafter as a result of Your continued use of Your Member Account and shall in no case be refunded by the Operator. No Member Accounts may be reopened or reactivated in cases of permanent exclusions or exclusions for the reason of gambling addiction.
19.3 You may also choose to impose a responsible gaming limit (deposit limit / wager limit / loss limit / time per session limit) on a daily/weekly/monthly basis, on Your Member Account. A day starts at 00:00 UTC and ends at 23.59 UTC. A calendar week begins at 00.00 UTC every Monday morning and runs until 23.59 UTC on the Sunday of that given week. A month starts at 00.00 UTC on the 1st and will run until 23.59 UTC on the last day of the month (28/29th, 30th or 31st).
19.4 In order to set a responsible gaming limit, You must log in to Your Member Account and set or manage Your responsible gaming limits on Your Member Account. If You decide to impose stricter limits, this update will occur immediately. If you choose to increase your limits (make them more lenient) this update will occur following a 1 (one) day cool-off period. Any gaming limit You choose to impose on Your Member Account on the Website will not be applied across Your other (if any) Member Accounts opened on the other different branded websites owned by the Operator Mobile Gaming Group, and will apply solely to the Member Account of this Website.
19.5 Member Accounts closed for gambling addiction reasons shall be closed for a minimum of 5 (five) years and may only be reopened or re-activated when You make a positive request to the Operator for Your account to be reopened after the 5 (five) year period has elapsed. Should You not make such a request Your account shall remain closed. For the avoidance of doubt, the Operator shall not give a 24hr (twenty-four hours) cool-off period for time-outs, and hence in this case, Your Member Account shall re-open automatically once the selected period has expired.
19.6 Should you wish to withdraw any of Your remaining funds during the period of self-exclusion, you may contact the Operator on the Customer Support Contact.
20. Fraud and Anti-Money Laundering
20.1 All transactions will be checked by the Operatorpersonnel in accordance with the prevention of money laundering laws and regulations as applicable from time to time.
20.2 Any suspicious activity on Your Member Account could lead You to being reported to the relevant authorities and to the consequential freezing of Your funds. The Operator also reserves the right to suspend or close Your Member Account and confiscate Your funds in case of any suspicious fraudulent or illegal activity.
21. Privacy Policy
21.1 The Operator processes Your personal data in order to provide You with the Website and Games for Your use and entertainment. To understand how, why and which personal data the Operator processes about You, You can read the Privacy Policy (https://www.royalpanda.com/privacy-policy). This Privacy Policy will inform You also as to how the Operator looks after Your personal data when You visit our Website and/or use the Operator services and Games, and tell You about Your privacy rights and how the data protection law protects You.
21.2 In case of any difficulty, question or concern about this Privacy Policy, please contact the Operator’s Data Protection Officer on the DPO Email, dpo@royalpanda.com.
21.3 Your acceptance of these T&Cs includes Your full acceptance of the Operator’s Privacy Policy which is included by reference in these T&Cs.
22. Complaints and Dispute Resolution
22.1. If You have a complaint, You can contact the Operator on the Customer Support Contact as indicated in these T&Cs. The Operator’s team members will endeavour to reply to You within 10 days, unless there are external factors causing delays.
22.2. The Operator will use its reasonable efforts to resolve a reported matter promptly.
22.3. If You have a query with regard to any transaction on the Website, You may also contact the Operator on the Customer Support Contact as indicated in these T&Cs with details of the query. The Operator will review any queried or disputed transactions.
22.4. Please note that while the Operator is the operator offering the Games to You, the Operator has not supplied or developed the Games and therefore does not have ownership of, or responsibility for, such Games.
22.5. To ensure Your protection and best customer care service, the Operator, records and/or monitors all telephone conversations, emails and correspondence between You and the Operator.
22.6. The Operator will not tolerate derogatory, abusive or violent behavior or statements that are threatening, vulgar, defamatory or otherwise offensive. Should You behave in any such manner towards the Operator’s employees, (as determined in the Operator’s sole opinion), the Operator reserves the right to suspend and/or close Your Member Account and stop all communication and/or replies from the Operator, and/or take any further measures as may be deemed appropriate, including reporting to relevant law enforcement authorities and agencies.
22.7.To the extent that You are not satisfied with the Operator’s response or if a claim cannot be resolved, You may escalate your complaint free of charge to one of our appointed Alternative Dispute Resolution (ADR) services:
22.7.1. eCOGRA Limited (trading as eCOGRA). To submit a complaint to eCOGRA, You should complete the form on the following page: https://ecogra.org/alternative-dispute-resolution/ Address: The Core, Valley Road, Msida, MSD 9021, Malta Phone: +44 20 7887 1480 Email: complaints@ecogra.org
22.7.2. Blexr Limited (trading as CasinoReviews). To submit a complaint to CasinoReviews, You should complete the form on the following page: https://casinoreviews.com/complaints Address: Office 1/2514, Level G, Quantum House, 75, Abate Rigord Street, Ta’ Xbiex, Malta, XBX 1120 Email: complaints@casinoreviews.com You should only submit your complaint to one (1) of the above ADR services. If you submit your complaint to more than one ADR, the claim will only be addressed by the ADR service that notifies the Operator first about the claim.
22.8. A secondary option for raising a dispute is available via the Online Dispute Resolution (ODR) platform. Access to the platform is obtained at http://ec.europa.eu/odr.
22.9. A decision of the ADR or ODR is considered to be binding where the amount of the claim does not exceed five thousand euro (€5,000) or the equivalent in the player’s national currency. Where the decision is in relation to a claim which exceeds five thousand euro (€5,000) or the equivalent in the player’s national currency, the Operator reserves the right to consider such a decision to be non-binding, on the basis of the Operator’s ADR Policy. In such instances, recourse may be made by the player to the Court of Magistrates of Malta or to the Superior Courts of Malta, depending on the amount of the claim, in order to obtain a binding decision.
22.10. The Operator reserves the right to keep all the information and personal data in relation to Your complaint, to the extent that this is required or permitted by law. You have the right to access personal data held by the Operator about You as provided in the Privacy Policy.
23. Limitation of Liability
23.1 You enter and use the Website and participate in the Games at Your own risk. The Website and the Games are provided ‘as is’, without any warranty whatsoever, whether express or implied.
23.2 Without prejudice to the generality of the foregoing, the Operator, its directors, employees, partners, service providers do not warrant that:
- the software, Website or Games is/are fit for their purpose;
- the software, the Website or the Games are free from errors;
- that the Websites and/or Games will be accessible without interruptions;
23.3 And therefore shall not be liable for any loss, costs, expenses or damages, whether direct, indirect, special, consequential, incidental or otherwise, arising in relation to Your use of the Website or Your participation in the Games.
23.4 You hereby agree to fully indemnify and hold harmless the Operator, its directors, employees, partners, and service providers for any cost, expense, loss, damages, claims and liabilities howsoever caused that may arise in relation to Your use of the Website or participation in the Games.
24. Anti-Money Laundering Reporting
24.1 If You become aware of any suspicious activity relating to any of the Games on the Website, You must report this to the Operator immediately.
24.2 The Operator may suspend, block or close Your Member Account and withhold funds if suspicions of money laundering occur in accordance with any applicable anti-money laundering legislation or guidance.
25. Breaches, Penalties and Termination
25.1 If You breach any material provision of these T&Cs or if the Operator has a reasonable ground to suspect that You have breached them, the Operator reserves the right not to open Your Member Account and/or to freeze, suspend or close Your Member Account, withhold any money in Your Member Account (including any deposit) and use such funds on Your Member Account to settle any damages incurred in this respect.
25.2 If the Operator suspects that You are engaged in illegal or fraudulent activities when using the Website or the Games; or are in breach of these T&Cs; or that You are having problems with creditors or otherwise behaving in any way which is detrimental to the Operator,the Operator may freeze, suspend or close Your Member Account or cancel any stakes at the Operator's absolute discretion.
25.3 Without prejudice to the generality of the foregoing, in order to mitigate and prevent illegal or fraudulent activity through use of the Operator’sWebsite and Games, the Operator may, at its discretion, request that You cease to and/or refrain from making use of a VPN or Proxy on Your Operator’s account. If suspicious, illegal or fraudulent activity is detected on an account while a VPN or Proxy is or was in use, the Operator shall have the right to block the said Member Account and funds held thereon, based on its assessment of the activity in question.
25.4 You acknowledge that the Operator at its own discretion may decide to suspend or permanently bar You from using the Website if You have violated these T&Cs, without any right for challenge, appeal or compensation.
26. Intellectual Property
26.1 LeoVegas Mobile Gaming Group, is the sole owner of the “Royal Panda” brand, trademark and logo, and all registered and unregistered names, signs and distinctive devices used on the Website. Any unauthorised use will result in legal action against the infringer.
26.2 The Website is the uniform resource locator of the Operator and no unauthorised use may be made of this URL on another website or digital platform without the Operator's prior written consent.
26.3 The Operator is the owner or the rightful licensee of all intellectual property rights to the technology, software and business systems used within the Website.
26.4 The structure and contents of the Website (including but not limited to text, graphics, code, files and links) are subject to intellectual property rights including but not limited to copyright and database rights owned by the Operator. All rights reserved.
26.5 The Website and its contents may not be reproduced, transmitted or stored in whole or in part without the Operator's written consent. Your registration and use of the Website and Games does not confer any rights whatsoever to the intellectual property contained in or on the same Website and Games.
26.7 Links to the Website and any of the pages therein may not be included in any other website without the prior written consent of the Operator.
26.8 You agree not to use any automatic or manual device to monitor the Website, any Operator’s web pages or any content therein. Any unauthorised use or reproduction may be prosecuted.
27. Applicable Law and Jurisdiction
27.1 The Operator is a company based in the Republic of Malta. The contractual relationship between You and the Operator is governed by these T&Cs and shall be construed in terms of the Laws of Malta.
27.2 You hereby irrevocably agree that any dispute or claim arising out of these T&Cs and/or Your use of the Website or Games, shall be subject to the exclusive jurisdiction of the Maltese Courts.
27.3 These T&Cs are published in a number of languages for information purposes and ease of reference. It is however the English version of these T&Cs only, which forms the legal basis of the relationship between You and the Operator, and in case of any discrepancy between a non-English version and the English version of these T&C, the wording of the English version shall prevail.
28. Miscellaneous
28.1 If any part of these T&Cs is held to be invalid or unenforceable in terms of applicable law, the remaining parts of these T&Cs shall remain in full force unless the deletion of such invalid part results in a fundamental change to these T&Cs.
28.2 The Operator reserves the right to assign or otherwise lawfully transfer any right or obligations arising in terms of these T&Cs. You will not have the right to assign or otherwise transfer any rights or obligations arising in terms of these T&Cs without the Operator's prior written consent.
28.3 Save for cases of fraud, these T&Cs and the rules referred to herein, constitute the entire agreement between You and the Operator with respect to the Website, and supersedes all prior or contemporaneous communications and proposals, whether electronic, oral or written, between You and the Operator with respect to the Website.
28.4 A printed version of these T&Cs and of any notice given in electronic form shall be admissible in judicial or administrative proceedings based upon or relating to these T&Cs or arising out of Your use of the Website and Games, to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.