General Terms and Conditions
CLIENT AGREEMENT REGARDING USE OF ENERGYBET SERVICES
These Terms and Conditions ("T&Cs" or "Agreement") constitute and govern the contractual relationship between the parties, Probe Investments Ltd hereinafter referred to as "Energy", and You, as the user, hereinafter referred to as "CLIENT", "You" or "Player".
The following words and terms, should be interpreted as follows, unless, the context clearly implies otherwise.
"Registration Form" means the form to be filled in by the Player to open a User Account.
"Game" refers any gaming activity presented by Energy on its Internet Sites for the benefit of the Users and as approved by the Regulatory Authority.
"Login and Password" means the login and password details that are chosen by a player upon registering with the online Casino and sportsbook services.
"Regulatory Authority" is the Malta Gaming Authority (MGA) (Suite 1, Level 3, TG Complex, Brewery Street, Mriehel, Birkirkara BKR 3000, Malta, http://www.mga.org.mt), which is the main regulator of remote gaming operations.
"Service" shall include all Energy services and game offer activities related to it and listed on www.energycasino.com and www.energybet.com including but not limited to online casino and sportsbook services.
"Live Casino" or "Online Casino" is online version of traditional casino, enabling users to play and wager on casino games through the Internet in real time.
"Software" means the software licensed by us including all programs and databases and any other derived content whether accessible or otherwise used by the CLIENT through the Internet Website allowing the CLIENT to participate in the online sportsbook and casino.
"Us, We" or "Energy " mean EnergyCasino, EnergyBet or Probe Investments Limited.
"User Account", "Player Account", "Gaming Account" or "Account" mean a personal account opened by an individual and maintained by Energy as to allow this person to participate in the online sportsbook and casino.
"You", "CLIENT", "Player", "User" or "Account Holder" shall mean the user of the Service and of the software accessible through the Internet Site and having a contractual relationship with Energy.
"Money Player" mean individuals over 18 years of age, or the minimum age as set in law for participation in the corresponding country, who participate in games for money (stake real money "Games for money"). Players can participate in games as "Test Player" without wagering money or as "Money Player" wagering real money.
"Fun Games" or "Games for fun" mean Games as defined in this Agreement but that are offered for limited gameplay in a special Game mode which does not involve payment from the Player to the Operator. The sole purpose of this mode (games for fun) is to offer the possibility for the Player ("Test Player") to try out the Games offered before staking real money.
a. "Energy" in these Terms and Conditions refers to Probe Investments Ltd, a company incorporated in Malta, having the following registered address:
Probe Investments LTD.
Suite 109, Level 4, Sir William Reid Street
b. The term "CLIENT" references any individual or entity that expressly or impliedly agrees to all terms and conditions of Energy by opening an account and placing bets on games on Energy’s website.
c. All CLIENTS accessing the Energy Website agree to abide by the following terms and conditions governing the use of its services (the "Agreement").
d. This Agreement describes the terms, conditions and risks applicable to the CLIENT using of Energy services available under the domains of www.energybet.com and www.energycasino.com (the "SITE" or the "SITES"). If the CLIENT has any questions regarding this Agreement, please contact Customer Support.
e. The CLIENT must read, agree with and accept all of the terms and conditions contained in this Agreement without modifications, which include those terms and conditions expressly set forth below and those incorporated by reference, before the CLIENT may become an active, registered CLIENT of Energy. By continuing to access or use the SITE, the CLIENT agrees to follow the terms and conditions of this Agreement.
g. This Agreement shall be governed by and interpreted in accordance with the laws of Malta, excluding that body of law pertaining to conflict of laws. Any legal action or proceeding arising under this Agreement will be brought exclusively in courts located in Malta, and the parties hereby irrevocably consent to the personal jurisdiction and venue therein.
h. Energy will not be liable in any way to any persons in the event of force majeure, or for the act of any government or legal authority. In the event that any provision in this Agreement is held to be invalid or unenforceable, the remaining provisions will remain in full force and effect.
i. Failure of a party to enforce any right or provision of this Agreement will not be deemed a waiver of such right or provision.
j. Energy may assign this Agreement or any rights and/or obligations hereunder without the CLIENT’s consent.
k. Energy may amend the terms of this Agreement from time to time by posting the amended terms on the SITE. The CLIENT is responsible for checking whether the Agreement is amended. Any amendment shall come into force as of the day it was published on the SITE. By continuing to use the Internet Site, the Service or the Software offered by Energy, the CLIENT agrees to be bound by the T&Cs of this Agreement as well as by the latest modifications to it. If the CLIENT does not agree to be bound by the changes to the terms and conditions of this Agreement, the CLIENT must not use or access our Services, and inform us in writing immediately.
l. Energy is operated by Probe Investments Limited which is registered under the laws of the European Union member state of Malta. It has registration number C51749 with trading address at Suite 109, Level 4, Sir William Reid Street, Gzira, GRZ1033, Malta.
Probe Investments Limited is authorized to operate a sportsbook and a remote casino under the Remote Operating Licence number: 000-039325-R-319309-011 issued by the UK Gambling Commission under Part 5 of the Gambling Act on 1 November 2014 and amended under section 104 of the Act.
Probe Investments Limited is licenced to provide the sportsbook services and gambling services to customers located outside United Kingdom under the B2C Licence number MGA/B2C/224/2012 issued on 01/08/2018 by Malta Gaming Authority (MGA).
m. Should any discrepancy between the T&Cs in the English language version and the version in any other language arise, the English version will supersede. The prevailing language in case of interpretation will be the ENGLISH language. All language versions in the Terms and Conditions will reflect the same principles.
2. Online Services Agreement
This Agreement is made by and between Energy and the CLIENT. This Agreement applies to the Energy WEBSITES, including its electronic content and or software currently contained on the WEBSITES that supplies the CLIENT with the games and sportsbook services offered by Energy.
Energy reserves the right to impose certain conditions (beyond those detailed in Clause 3,4,5,6,7) on the admission of Players to the games (e.g. minimum number of completed games, verification of transacted payments) and to extend or change the services on the website at any time.
3. Membership Eligibility
a. The Services are available to and may only be used by individuals who can form legally binding contracts under the law applicable to their country of domicile. It is the CLIENT’s responsibility to ensure that their betting activity is legal.
b. Services are not available to persons under the age of 18 or otherwise under legal age ("Minors"). If the CLIENT is a Minor, the CLIENT may not use this service. If as a CLIENT you do not qualify, please do not use our WEBSITE. Participation in the games for money (as a "Money Player") is exclusively reserved for individuals over 18 years of age, or the minimum age as set in law for participation in the corresponding country.
c. Energy is entitled to require CLIENT to provide proof of age and to refuse a CLIENT’s admission to the games if it has reasons to believe that the minimum age requirement is not fulfilled.
d. In all circumstances we shall not be held responsible for misuse of our services by any unauthorized parties.
e. Energy Services are not available to customers residing in regions, where Energy’s operations would be uncompliant with local laws (including but not limited to the United States).
4. Registration Information
a. In order to participate in the games as a Player the User must complete the registration form on the website www.energycasino.com or www.energybet.com and therewith open a "Player Account". The User must fill in the registration form provided by Energy which shall at least include the following details:
(I) the customer’s identity. The CLIENT warrants to, provide true, accurate, current and complete information regarding identity during the registration process. Any false information or impersonation of any person or entity, misrepresentation regarding any affiliation with another person, entity or association, use of false headers or other acts or omissions to conceal one’s identity from Energy for any purpose will be prosecuted under the fullest extent of the law. A CLIENT accessing Energy services may be asked to provide valid subsisting verification of identity and relevant information.
(II) date of Birth. The CLIENT assures Energy that he/she is over 18 years of age. No person under 18 years of age may be registered as a player. We reserve the right to request proof of age documentation from any CLIENT at any time.
(III) the customer’s place of residence. Please note that the CLIENT may be asked to prove his/her place of residence by providing proof of identity: a copy Passport or Driving License and/or utility bill;
(IV) the customer’s valid e-mail address and contact number (phone / mobile)
(V) personal and confidential username ("Pseudonym", "Nickname"). The Username must be unique and clearly identifiable. Offensive or indecent names are not allowed. Further prohibited are usernames that contain or allude to an Internet link or account names, which allude to certain rights of the User (e.g. the term "administrator" is reserved for Energy). We reserve the right to suspend accounts with an unacceptable Username. Accounts can be reactivated as soon as suitable and acceptable alternative has been chosen.
(VI) password. The User is advised to choose a strong and non-predictable password for security and is responsible for ensuring the secrecy of such password.
b. During the registration process, a CLIENT must provide Energy with valid identification, including but not limited to the address, contact email and/or personal telephone number.
c. The User shall ensure that the registration details are kept up-to-date and shall make any necessary changes of name, address or e-mail address on Energy’s website without undue delay. It is the player’s responsibility to inform us immediately of any changes to the player’s personal information
d. In the event that Energy has reason to believe that the information given is inaccurate, We are entitled to suspend or terminate User’s account and retain any winnings.
e. When the customer submits his first request for withdrawal, details of his personal bank account or any other payment method available and acceptable for such withdrawal should be provided to Energy.
f. The CLIENT is responsible for securing the CLIENT Username and Password for their account with Energy. Energy holds no responsibility for any damage caused due to any act or omission of the CLIENT may cause inappropriate or irregular use of their Account.
g. The CLIENT must register personally and not on behalf of someone else.
h. The CLIENT is not allowed to register if he/she is already registered on Energy WEBSITES with an active account; Only one account per person is allowed. Use of more than one Account per physical player is known as "multi-accounting" and as such is strictly forbidden. Energy retains the right to close a User Account at any time and to cancel all the transactions pertaining to any Player that has registered more than one Account in his own name or under different names, in the event that Energy has the reason to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating.
j. It is prohibited for CLIENTS to sell, transfer and/or acquire accounts to/from other CLIENTS. Funds can only be remitted to the same account from where they originated at the deposit stage.
k. The CLIENT declares not to deposit money using a credit card, bank accounts and any other payment accounts and solutions to which he/she is not authorised to use.
l. Making deposits by the CLIENT into an account for any reason other than participating in games, particular illegal purposes (e.g. money laundering) is not allowed; depositing money originated from criminal and/or other unauthorised activities is also prohibited.
m. If the CLIENT breaches any provision of these Terms and Conditions or we have a reasonable ground to suspect that the CLIENT breached them, we reserve the right to not open, to suspend, or to close his/her Account, or withhold payment of his/her winnings.
n. The registration and set up a gaming and sportsbook account are free of charge.
o. There is no general right to registration and participation in the games and sportsbook services.
5. Password Security
a. The User is advised to choose a strong and non-predictable password for security and the USER is responsible for ensuring the secrecy of such password.
b. It is the Player's responsibility to ensure they keep their Username and security details (including password) confidential any games made online on the website under Player’s Username and security details will be regarded as valid, irrespective of who participates in the game and/or sportsbook services. In the event that there is concern that the secrecy of such details is no longer possible, the Player should notify Energy immediately whereupon new details may be forwarded and any future transactions under the previous details would be considered void.
c. Energy is in no way responsible for the eventual access to a User Account by a third person and will not be held responsible for any eventual loss suffered due to the illicit use of a Player’s password by a third person, of unauthorized access, and/or for any transaction in which the name and password of a Player was registered correctly.
6. Legal Restrictions
a. The CLIENT warrants its understanding that laws regarding online gambling vary throughout the world, and it is CLIENT’s obligation alone to ensure compliance with any law, regulation or directive, relevant to CLIENT country of domicile. The ability to access the Energy WEBSITE does not necessarily mean that Energy Services, and/or CLIENT activities through it, are legal under the laws, regulations or directives relevant to the CLIENT country of domicile.
b. The CLIENT understands and accepts that Energy is unable to provide them with any legal advice or assurances and that it is the CLIENT’s sole responsibility to ensure that at all times they comply with the laws that govern them and that they have the complete legal right to play the Games. Any participation in the Games is at their sole option, discretion and risk. By playing the Games, they acknowledge that they do not find the Games or Services to be offensive, objectionable, unfair, or indecent in any way.
c. The CLIENT guarantees at all times not to be a resident of the "Excluded Countries" like: Australia, Belgium, Curacao, Czech Republic, Democratic People's Republic of Korea, Denmark, Estonia, Ethiopia, France, Hong Kong, Iran, Iraq, Ireland, Israel, Italy, Latvia, Lithuania, Pakistan, Romania, Serbia, Slovakia, Spain, Sri Lanka, Sweden, Switzerland, Syria, Trinidad & Tobago, Turkey, Tunisia, United States, Yemen and/or restricted by limited legal capacity.
d. Energy does not intend that its WEBSITES should be used for any other purposes by CLIENT present in countries in which such activities are illegal. Energy’s WEBSITES does not constitute an offer, solicitation or invitation by Energy for the use of the Games and/or sportsbook services or other services in any jurisdiction in which such activities are prohibited by law.
e. CLIENTS shall not treat the licensee as a financial institution nor expect interest on their deposits.
7. Live Casino
Energy offers Live Casino fully operated by Probe Investments Limited under the licence MGA/B2C/224/2012 issued by Malta Gaming Authority (MGA), Malta's single regulatory body on 01/08/2018. The rules of the games can be found hereunder.
a. When playing in Live Casino the CLIENT is allowed to play only at one table at a time. Playing at multiple tables at the same time is strictly forbidden.
b. All live casino games tables are monitored by employees of the corresponding live casino provider and chat rooms are moderated. In case of concerns, Player can contact Live Casino dealer at any time. However, using abusive or offensive language, making matrimonial offers, sexual comments or threats is prohibited.
c. In the case of croupier’s mistake, the video footage of the contested hand will be reviewed by live casino manager. The management’s decision is decisive, if it is decided that a mistake was made by the provider, all contested stakes will be refunded to the Player in that particular hand. Should the CLIENTS find Energy's decision unsatisfactory, they can seek an alternate dispute arbitration, whose decision will be deemed final.
d. Live Casino games can be played for real money only. Bonus Money cannot be used. The operator prohibits to place bets explicitly and/or persistently with money and/or bonus money, with chances of winning equal or more than 70% (sure bet). The operator reserves the right to block the Player´s account and prevent and/or withhold any winnings or payout obtained by the violation of these rules of the platform and/or by other violations of the terms and conditions.
e. Above Live Casino rules shall also apply as supplement to the General Terms and Conditions of Energy.
8. Limited Use
a. Energy grants the CLIENT a non-exclusive, non-transferable and limited personal use to access the WEBSITE (the "License"). The WEBSITE use is conditioned on continued CLIENT compliance with the terms and conditions of this Agreement.
b. The CLIENT agrees not to resell marketing materials provided to them by Energy or permit secured access of the WEBSITE to others, and not to copy any materials appearing on the WEBSITE for resale or for any other purpose to others without the prior written consent of Energy.
c. The CLIENT shall be responsible and bound by any unauthorized use of the WEBSITE, made in breach of this section.
d. The CLIENT agrees to use the information received from the information systems of Energy for the sole purpose of executing transactions inside and within the WEBSITE.
e. The CLIENT further agrees not to use any electronic communication feature of a Service on the WEBSITE for any purpose that is unlawful, tortuous, abusive, intrusive, harassing, libelous, defamatory, embarrassing, obscene, threatening or hateful or that may breach other player’s privacy.
f. The License granted under this Agreement will terminate if Energy believes that any information provided by the CLIENT, including the CLIENT e-mail address, is no longer current or accurate, or if the CLIENT fails to otherwise comply with any term or condition of this Agreement and all rules and guidelines for each service, or Energy establishes that the CLIENT has abused in any way Energy’s games and services. Upon clear notification of such violation, the CLIENT agrees to cease accessing Services. The CLIENT agrees that Energy may terminate the CLIENT's access to any or all Services, close CLIENT open transactions, remove and discard any information or content with its Service in such case.
9. Sportsbook Services
a. Placing Bets:
(I) When a bet is placed and accepted, the corresponding amount is charged against your Account. The CLIENT must check that the bet instructions which he/she has submitted are correct before confirming the bet. After the bet is announced, it is not possible to cancel or change the bet. We reserve the right not to accept, or accept only a part of any bet.
(II) Where a number of bets are submitted by a CLIENT, they will be dealt with in the received order.
(III) A number of bets may be treated as being one when a customer sends multiple copies of the same bet. Energy reserves the right to void all bets where there may be evidence of collusion between two or more CLIENTS or where there is a suspicion that the Account is being used by different individuals.
(IV) The acceptance and payout of bets are subject to different limits. These in particular include limits on the amount of the bet which is placed, betting market’s limits, maximum payout limits and personal customer limits. These limits are generally subject to change without notice and will be stated on the betting note or listed on the Account. Energy reserves the right to limit the stakes of bets before accepting a bet and/or to change the odds before a bet is placed.
(V) All prices and odds are subject to fluctuation. Any bet that is accepted after the official start time will be void unless otherwise stated (such as in the case of live in play bets).
b. Valid Bets:
(I) A bet is only deemed to be valid once a transaction code has been issued. The bet can then be viewed at “my bets”.
(II) The CLIENT acknowledges that it is his/her responsibility to ensure that the CLIENT fully understands the applicable regulations and the methods, rules and procedures of Internet gambling in general.
(III) We are not responsible for a bet not being placed for any reason, including but not limited to; computer malfunctions, failure of telecommunications services or internet connections. We will not honor bets that have been submitted to us, but not confirmed as described in clause (II) above.
(IV) The CLIENT shall not employ or make use of any system or artificial intelligence software including but not limited to machines, computers, software, or other automated systems designed specifically to defeat our software. We will not honour any bets in which the CLIENT has employed or made use of such systems or artificial intelligence software.
(I) Winnings will be credited to the CLIENT'S Account following confirmation of the Services result by Energy.
(II) We shall not be responsible for any lost, late, illegible, incomplete, damaged, mutilated, misdirected, or postage due mail, requests, prize claims or entries sent by the CLIENT. Any request, prize claims or entry materials which we do receive shall become the property of Energy upon receipt and will not be returned to the CLIENT and therefore we advise to retain a copy of any such materials.
(III) The maximum payout for each bet / ticket to CLIENTS is €75.000,00 for any amount placed and for any type of bet, whether it be a single bet, a multiple bet or a system of more columns. In this last case, for example, if the sum of the payout of any winning column exceeds the limit of €75.000,00, Energy will pay to the CLIENT just, and no more than €75.000,00 in total. If it turns out that a user (registered in any country) has opened several Accounts and has placed the same bet several times, contrary to these Terms and Conditions, the winning limit applies to the total of the winnings gained from these bets.
d. Betting and Sporting Rules:
(I) Sporting Rules are completed and executed in ENGLISH language. Energy reserves the right to translate the Terms & Conditions (including Sporting Rules) into other selected languages. If for some reasons, the contents of the Terms and Conditions differ in other languages comparing to the ENGLISH version, the ENGLISH version prevails. This also applies to the rules of the game, any texts on the website as well as any information concerning bonus programs, marketing campaigns and other related issues.
(II) The rules and regulations are divided into General Rules and Special Rules dedicated for specific Sports. Both General and Special Rules and regulations are considered as rules and regulations. In specific situations special betting rules apply to certain types of sport and betting markets. These special betting rules have precedence over the general betting rules.
(III) In addition to these rules and regulations, other manually added Special Rules that are found under Events and Markets on the website shall be considered as part of these rules and regulations.
(IV) Placing a bet by customer is equivalent with accepting the validity of the present version of Sportsbook Terms & Conditions.
e. General rules and arrangements regarding the placement, settlement and payouts of bets:
(I) The CLIENT declares upon the placement of bets:
• That he or she is at least 18 years of age and the personal information provided in the registration process is truthful and up to date.
•That he or she has been sufficiently informed as to the betting rules for all types of sports and is aware of the betting and payout limits and accepts these.
• Is not aware or does not have knowledge of the outcome of the event upon which the respective bet is placed prior to the conclusion of the agreement.
• That he or she is not involved and will not be involved in any manipulations which could influence the outcome of an event or several events which they bet on, and that he or she is not aware of any manipulations of these events.
• That the funds with which he or she places bets do not stem from any unlawful activity and that he or she is legally entitled to dispose of such funds.
• That he or she has read the information available on the topic of the dangers of addiction to gaming with respect to betting and gambling, and that he or she has not applied to be barred from gambling or betting with other gambling operators or is barred from gambling or betting at these.
• That he or she places bets for himself/herself as an individual and not upon the commission or in association with other parties.
• That he or she is not a member of a group which is barred from betting on this WEBSITE. These are in particular: participants in the betting events on offer, active athletes or contestants, functionaries, coaches, staff members of bookies or bet-placement companies.
(II) Energy is not subject to any obligation to review the correctness of the declarations as set out in paragraph e. subparagraph (I). above and Probe Investments is entitled at any time to cancel all or selected bets (including retroactively) and/or to void any winnings resulting therefrom after receiving knowledge of misrepresentations or confirming fraudulent betting to prevent the customer from all future betting, to close the betting Account and to pay out the remaining funds in the Account.
(III) The betting agreement shall come about through the acceptance of a betting offer. For a bet to be valid and correct, the bet which is electronically saved on the central computer of Energy shall apply. This may be viewed on the Account. Any unilateral right to withdrawal from the Agreement on your part (cancellation of bets) following the conclusion of the Agreements is excluded. The CLIENT may correct or delete the betting slip which has been virtually filled in until the final confirmation of the placement of the bet. Upon the confirmation of the placement of the bet, the CLIENT shall be obligated to fulfill the Agreement and waives any right to revocation or withdrawal from the Agreement. The CLIENT shall only appeal placed bets in the case they are deemed incorrect or incomplete as per fault or failure of Energy.
(IV) There shall be no obligation on the part of Energy to list additional information such as the type of competition (e.g. league match or cup match), shorter/extra time matches (e.g. in the case of friendly matches, mini tournaments, youth matches, indoor matches, etc.), match sites (e.g. neutral grounds), racing distances, etc.. If additional information is nevertheless provided, this shall be without engagement and not have any influence on the settlement of the bets. The same shall apply to all types of statistics, tables and live scores.
(V) The company shall be entitled to void respective bets (including retroactively) if there is a suspicion or confirmed event of manipulation or betting fraud. In legal terms this shall mean that the stake monies in the bets in question shall be credited to the betting Account and the CLIENT shall be barred from future betting, the betting Account shall be closed and the remaining funds in the Account can be paid out.
Suspicion of manipulation or betting fraud is, in particular, deemed to be present if, one or more of the following criteria have been met:
• Stake monies on betting events with an unusual outcome
• Stake monies with unusually high payout results
• Multiple betting with unusual matches / leagues
• Staged bets with the same or pronounced changes in combinations
• Betting which suggests a group of betters which is connected in terms of time element and content
(VI) No person should be allowed to have more than one Sportsbook Account. Energy reserves the right to terminate double Accounts. In such cases all relevant data will be transferred to the most active Account of the respective CLIENT. Energy reserve the rights to revoke CLIENT’s privilege if a customer has placed identical bets with the two/or more Accounts. This might lead to confiscation of winnings and cancellation of all placed bets including already determined bets.
(VII) The settlement of bets shall be performed after the ranking is announced. In the event of the suspicion of fraud in relation to match-fixing of a particular event, Energy reserves the right to settle the funds after any investigations are completed. Disputed settlements or amounts credited for winnings regardless of the type must be received in writing (by mail, fax or email) no later than 14 days after the settlement of the event bet on at Energy.
(VIII) It is the responsibility of the betting CLIENT to immediately report each amount credited to his Account by mistake. All winnings occurring as a result of such error or mistake are considered invalid despite the circumstances, and as such Energy has the right to revoke all mistakenly credited funds.
(IX) Energy reserves the right to correct any obvious errors or mistakes and to take the necessary steps to provide a fair and transparent service for the CLIENTS. An obvious error could be made as a result of human error or system related technical problems which might lead to incorrect information published on the website. For example, incorrectly displayed (reversed) handicap line, wrong Over/Under line, clearly wrong odds or incorrect decimal place (25 instead of 2.5), wrong name of the team or participant, incorrect deadlines or technical errors etc. In case of obvious errors Probe Investments reserves the right to deem all affected bets invalid and refund all stakes. Additionally if the bet is accepted at a price that is significantly different from those available in the general market at the time the bet was made or clearly incorrect considering the chance of the outcome occurring then the Energy has the right to void all these bets.
(X) It is not allowed to place bets within the same coupon that has a clear correlation between the chosen selections. These kinds of bets might be deemed void even after the result of the event is determined.
(XI) If the event has started before the scheduled starting time and is not offered in live betting, then all bets placed after the actual start of the event (start of the match, the beginning of the Set or Race, etc.) will be declared invalid and refunded.
(XIl) The maximum stake of a bet depends on the amount Energy accepts at the time of bet is placed and may vary for each sport and individual CLIENT. If the bet is higher than the automatic acceptance level set out by Energy (such amount might be changed without prior notice) then the stake will be examined manually. All bets sent for manual acceptance may be rejected, partially accepted or fully accepted regardless of how the request is made by the CLIENT. Energy reserves the right to decline any bet that is up for manual approval. Any bet that, for whatever reason, has not been manually reviewed before the game starting time, will get automatically voided. Energy reserves the right to establish separately all betting limits for each individual CLIENT and bet.
(XIII) If, for some reason, a betting market or event is not covered by the rules and regulations including special rules placed on the betting market on the website, Energy reserves the right to determine the outcome of each event on a case-by-case basis.
f. General Betting Rules.
In case of any confusion notes between the rules and regulations for example between Special Rules for specific sport and Specific Rules on the Event or Market, the following order of priority will be applied (in order of their importance):
(I) Specific Rules for Event/Market (available next to the Event or Market on the website)
(II) Special Rules for Sport
(III) General Betting Rules
(IV) Terms and Conditions
a. Misconduct by CLIENTS is forbidden on the website. CLIENT’s behaviour is deemed as a violation of these Terms and Conditions, whenever, but not exclusively, if the CLIENT:
(I) intentionally provides inaccurate or incomplete information;
(II) attempts to manipulate the result of games through concerted practices, alterations of the program or in any other undue way;
(III) deliberately cause malfunctions or defects of the website in order to undermine the natural flow of the game;
(IV) sets up more than one account per person; or any other regulations set out in these Terms and Conditions is violated;
(V) uses abusive or offensive language in email messages and/or during live chat, makes matrimonial offers, pornographic references or sexual comments, sends spam, threatening messages, uses verbal abuse or slurs Energy and its employees. Any violation of this policy will result in the end of the conversation and suspension of player’s account for an indefinite period of time.
b. The CLIENT will not decompile or attempt to decompile the software on Energy’s website or develop software that interferes with the Client-Server-Communication software used on its website.
c. The use of any software program which facilitates artificial intelligence is strictly prohibited. Prohibited software may include software which Energy believes allows player to cheat or gives one player an unjust advantage while wagering on the website. Energy reserves the right to take action in order to detect and prevent the use of such software by Players. Should Energy identify or suspect for good reason the use of prohibited programs, Energy reserves the right to freeze the relevant Player’s account for a period of at least six (6) months, to confiscate any funds in that account and/or to suspend the Player from using the services of Energy.
d. In the event of misconduct by a CLIENT, Energy is entitled to immediately terminate the Agreement with the CLIENT and exclude him from further use of the website. Furthermore, Energy is entitled to interrupt and terminate on-going games, block the CLIENT or the CLIENT’s account with or without prior notice and to retain the User’s credit and winnings achieved through misconduct until clarification of the situation is reached.
11. Account Cancellation
a. Energy reserves the right to cancel the Services, and/or refuse to distribute profits to anyone for any legitimate reason including, but not limited to:
• any instance when Energy has cause to believe that a person's activities on the WEBSITE may be illegal;
• any instance where Energy may suffer any fiscal, regulatory, or pecuniary disadvantage in virtue of anyone’s activities;
• any instance where one or more transactions on the WEBSITE are judged by Energy to have been performed in violation of this Agreement.
b. Energy prohibits player collusion and takes measures to prohibit use of devices, such as robots, that distort normal game play.
c. Energy reserves the right to terminate events or games without prior notice, whenever it deems necessary and / or due to errors in the software or games, which cause games to work incorrectly or malfunction.
12. Aborted or Interrupted Games
a. In the event that any information is incorrectly published on the website, Energy will take remedial action in order to rectify and amend the data in the system so as to reflect the correct information. Any winnings that are affected by the publishing of incorrect information will also be accordingly amended.
b. In the event of a miscarried game for any reason whatsoever, all players’ transactions are always accurately logged on our systems, therefore, we always have access to gameplay logs. Kindly contact customer care team for any related queries via email on firstname.lastname@example.org.
c. We reserve the right to correct or declare results void with hindsight, if the result of the game was caused by a technical default, fraudulent behaviour of a Player or through a fake wager. We reserve the right to recall any payment that is made in error.
13. Cash Gaming Mode ("Games for money")
a. Every eligible CLIENT (refer to Section - 3. Membership Eligibility) after opening an account and successful depositing of money to Player’s account, can play games for cash.
b. Participation in the Cash Games with real stakes requires the CLIENT to deposit cash to his gaming account as described below.
14. Test Gaming Mode ("Games for fun")
a. After an account is established and the CLIENT is able to successfully log into his gaming account with Energy, a certain amount (as defined by Energy) of virtual Fun Money is credited to the Player’s account. This serves the purpose for the Player to be able to test the games on the website.
b. In cases where the CLIENT wins, there is no claim for virtual Fun Money.
c. Withdrawal of this credit or transferring the Fun Money as real money is not possible.
d. The credit of virtual Fun Money is recharged automatically every day and cannot be purchased by the player with cash.
a. A request for withdrawal cannot be made while the User is involved in a gaming session.
b. Energy's finance department handles all withdrawal requests. Energy reserves the right to verify the account holder's eligibility for any requests and, in case of doubt, refuse to process the withdrawal, leading to the return of the funds back to the player's account. Valid documents issued by government (Passport, Driving Licence) must be submitted in order to process a withdrawal. No withdrawals for the cumulative amount of €2,000 and over will be processed, unless such documentation has been submitted by the player and verified by Energy’s finance department. However, Energy reserves the right to verify the User’s identity, age, address and location at any time before processing any amount of requested withdrawal.
c. Withdrawal methods information is included in the Withdrawal section on the website (https://www.energybet.com/en/Withdraw).
d. Any expense related to withdrawal requests, if applicable and explicitly announced on the website, shall be charged to the receiver.
e. Withdrawals of winnings or parts thereof will be paid out upon request of the player. Please note that only first withdrawal a week is free of charge. A second and every next withdrawal the same week costs a fixed fee €5 (or equivalent in other currency). The minimum withdrawal amount per transaction is no less than €20 (or equivalent in other currency) with the exception of an Account closure in which case the player has the right to withdraw the full balance no matter how much it is. The maximum withdrawal amount per transaction is determined by various payment methods available on the website.
f. The account holder's personal data in their Gaming Account and Bank Account (or for any other payment method) must correspond. Energy reserves the right to request further documentation, as proof of identity, as well as additional verification of the payment method in question. The withdrawal will not be processed, until Energy receives the requested documentation, while the balance will be credited back to the player's account in the meantime.
g. The maximum withdrawal amount per day is €5,000. For the CLIENT'S protection in any twenty four hour period the CLIENT may only withdraw the maximum amount of €5,000 unless a larger amount has been agreed by prior arrangement.
h. Withdrawals from a User’s Account can only be addressed strictly to the person registered on the Account and as per the conditions specified on the Energy WEBSITE.
i. Withdrawals can only be paid-out to the same account and payment method from which player's deposits have originated. By following a “closed-loop” policy (ensuring that payouts are made back to the same method as the inbound funds originated) Energy complies with “The Fourth EU Anti-Money Laundering Directive.” However, there are some occasions where this closed-loop system is impossible to enforce. Whilst ensuring compliance with the “The Fourth EU Anti-Money Laundering Directive,” Energy is also obligated to ensure our CLIENTS’ needs are served. Furthermore, sometimes technical and /or policy reasons are beyond our control, therefore some payouts cannot be made in this fashion. In these cases Energy go to all required lengths and beyond to verify an alternative account owned by the individual player. Our risk department runs a full assessment of the case. The risk department of Energy makes the final decision as to whether a payment outside of a “closed-loop” policy will be performed.
j. Once a withdrawal request is submitted it can take Energy up to three (3) business days to process the request. However, Energy will be doing its best to process withdrawal requests immediately.
k. Funds cannot be withdrawn from one’s Account unless the same funds have been wagered at least once. Please be informed that a five percent (5%) administrative charge, with a minimum fee of €10 (or equivalent in another currency) from the last deposit may be applied for payout requests referring to amounts deposited with Energy which have not been used at least once for playing. Before such payout can be approved, it has to be assessed and confirmed by the Risk Department.
a. In order to fund a player account (by transfer of money to Energy’s account) one can do so by utilising the deposit methods. Further information about the deposit methods are included in the Deposit section on the website (https://www.energybet.com/en/Deposit).
b. Energy reserves the right to impose certain conditions on the use of particular payment methods. Energy has also the right to change the payment methods available without giving notice.
c. Energy does not guarantee that all methods of payment are available at all times, but will do utmost to provide customers with continuous service.
d. A deposit request via debit/credit card into a player account, funds the account in real time, other methods might take longer to process.
e. Energy reserves the right to request further information and documentation regarding CLIENT'S age, identity and place of residence following any deposits or prior to any withdrawals, in particular prior to first withdrawal, in order to prove CLIENT'S identity before we release funds. We also reserve the right to request such information and documentation about any person who affects a deposit on CLIENT'S Account. Such information and documentation (as Driving Licence, Government issued ID, and Passport, utility bill, Bank/Credit card Statement) will enable us to check that the personal data given during registration corresponds to data on the document. In the event of diverging data, we reserve the right to cancel the bets along with the payment of the account balance, unless the CLIENT can demonstrate entitlement to the balance by some other means. Energy reserves the right to request an image of both sides of the debit/credit card used to deposit as supporting evidence in case a deposit comes from a non 3D secure scheme (additional fraud prevention system processing) or if a customer is processing large or multiple transactions. In order to reflect the best security practices, the CLIENT will always be asked to hide the CVV number and wipe out certain card numbers. In small number of cases we might require additional proof of residence or transaction in PDF format.
f. Self-deposit limits can be set by the player in section ‘Responsible Gaming’.
g. The minimum deposit amount per transaction is no less than €10 (or equivalent in other currency). The maximum deposit amount is determined by various payment methods available on the website.
h. The player acknowledges that Energy reserves the right to request proof of payments to players accounts to confirm a depositing source or complete verification process.
i. All payments into the Account must be from a payment source in which the Player is the named account holder.
17. Fees and Charges
a. The amount that is displayed as a CLIENT “payout” is net of fees. Accordingly, the “payout” amount will be the exact amount deposited into your account. However, sometimes an additional fee during withdrawal process may apply usually, but not only, related to withdrawal request, if applicable and explicitly announced on the website.
b. The base currency in Energy's software is EURO, but the account balance of the CLIENT may be displayed in another currency. The CLIENT can choose other currency than EURO for his/her Player’s account but the CLIENT must be aware that sometimes the payment process in such Player’s account may be subjected to small exchange rate when changing payment amount into Euros. Please note that any exchange premiums are payable by the CLIENT.
c. In the case that no transaction has been recorded on a player’s account for thirty (30) months, Energy shall remit the balance in that account to the CLIENT, or if the CLIENT cannot be satisfactorily located, to the Malta Gaming Authority. From the twelfth (12th) month of inactivity, Energy shall charge a one (1) Euro administration fee every month until the CLIENT logs back onto the website, or until the 30 months elapse.
d. CLIENTS may choose to close their account at any time. In such cases a player is requested to send an email to email@example.com, and customer care will proceed with the account closure and confirming to the CLIENT that such termination has taken place. In order for a CLIENT to claim funds from a dormant account, closed, blocked or excluded account, one must contact Energy by email on - firstname.lastname@example.org.
e. Statements will be issued on a quarterly basis and fees will continue to accrue pursuant to the auto renewal terms and conditions should the CLIENT fail to provide the required (30) day written notice of termination to email@example.com.
f. The CLIENT expressly authorises Energy to collect any account fees due and owing pursuant to these terms and conditions by debiting the CLIENT credit card on file, or by debiting the CLIENT’s Energy account.
18. Bonus Policy
a. Bonuses being offered and their details of crediting Bonus Money will be available on the Bonus/Promotions section of the website. The amount of Bonus Money is determined by Energy and set out on the website.
b. Energy offers a number of attractive reward features to its new and existing CLIENTS. Bonuses are rewarded to CLIENTS as part of Energy's promotions program. These bonuses are limited time offers and the terms and conditions associated with any bonus rewards are subject to change.
c. The CLIENT binds himself not to abuse the ability of opening accounts in order to benefit from bonus credits and other promotional offers that Energy may offer (like 100% bonus of initial deposits, 50% of reload deposit or use of certificates and promotional codes). Energy reserves the right, in case of abusive behaviour on the player’s part as related to bonus credits and/or to promotional offers by Energy, to rescind or block CLIENT accounts created to that end, as well as their transactions.
d. Energy reserves the right to revoke and/or cancel any bonus and/or promotional winnings which are deemed to have occured due to abuse and/or misuse of any promotional system. In the event of any dispute, the general terms and conditions of our complaints procedure applies. (Refer to section 26. Complaints)
e. The Bonus Money is kept separately from the Real Money on the account. It will not be paid out directly but instead only once it has been transformed into real cash winnings. If the cash account contains both Bonus and real money, the Bonus Money will not be used for wagers until the real money is consumed. Specific bonus conditions will be published on the website.
f. The withdrawal of funds from an account before completing bonus conditions will immediately nullify the bonus and the CLIENT will no longer be eligible for any accumulated bonus rewards.
g. Any indication of fraud, manipulation, cash-back arbitrage, or other forms of deceitful or fraudulent activity based on the provision of the bonus will render the account inactive along with any and all profits or losses generated.
h. The prevailing language in case of interpretation of any bonuses will be the ENGLISH language.
19. Limited Liability
a. The games and services offered on the Website are available to CLIENTS only within the scope of the current state of technology used. Energy provides no guarantee for the uninterrupted availability or the serviceability of the services and games offered.
b. Energy undertakes to supply steady Services on the Website. However, Energy assumes no responsibility for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft or destruction or unauthorised access to, or alteration of, the Website or Services.
c. Energy is not responsible for any problems or technical malfunction of any telephone network or lines, computer online systems, servers or providers, hardware, software, failure due to technical problems or traffic congestion on the Internet or on any of it’s WEBSITES or Services.
d. Energy accepts no liability for any interruption of games or website downtime. It is not liable for any errors contained in any game, nor is it duty to correct them – Energy is not liable for any damage caused as a result. Furthermore, Energy assumes no liability for the existence of or damage caused by viruses or other damaging components on the website or the corresponding server, which could lead to damage to the computer hard and software of the User. For the avoidance of doubt, all winnings from bets, stakes or wagers placed on any games which contains an error shall be voided and Energy shall only be responsible to return the respective bet, stake or wager placed to you.
e. Energy is not liable for damages caused by mistakes of data entry, storage and processing of the data and by incompleteness and inaccuracy of transmitted data. In particular, Energy reserves the right to correct obvious mistakes during the storage and processing of results (e.g. the mistakes relating to the identity of the Players, wagers etc.) In cases of such mistakes occuring due to errors or software problems, causing a game to miscarry or abort, the game will be deemed void and the wagered amount will be refunded to the CLIENT. Energy also reserves the right to limit/refuse bets, whenever it deems this to be necessary due to any errors, software malfunctions or similar circumstances.
f. To the maximum extent permitted by the applicable law, under no circumstances shall Energy be responsible for any loss or damage resulting from use of the WEBSITE or Services, from any content posted on or through the WEBSITE or Services, or from the conduct of any users of the WEBSITE or Services, whether online or offline.
g. Under no circumstance shall Energy or any of its directors or employees be liable to the CLIENT for any damages whatsoever, including without limitation indirect, incidental or any type of consequential damages, which may arise from, or in connection with CLIENTS’ use of the WEBSITE or services, including but not limited to the quality, accuracy or utility of the information provided.
h. Energy is not liable for damages of any kind that are caused by the undue use of the account by the Player or third parties.
i. Energy is not liable for the loss of winnings caused by interrupted games.
j. Energy shall in no event, nor under any circumstances, be liable for any damages or losses that are deemed or alleged to have resulted from or caused by its Internet WEBSITE or its content, including, without limitations, any delays or interruptions in operation or transmission, communications lines failure, any person's use or misuse of the Internet WEBSITE or its content, or any errors or omissions in the content.
k. In case of infringement of the Terms and Conditions of the website by the User, the User shall indemnify Energy for any claims by third parties and bear any losses, costs or damages resulting thereof.
l. Energy shall not be held responsible for any typing, technical or human error in the operation of the products offered by Energy or in the operation of the Services. In the event of any error, Energy reserves the right to either void any affected bets or to correct the error. Where a correction by Energy changes the terms of a bet, you will be given an opportunity to accept the revised terms prior to the bet being deemed valid.
m. The foregoing limitation of liability shall apply to the fullest extent permitted by law in the applicable jurisdiction, and under no circumstances shall Energy’s cumulative liability to the CLIENT exceed the amount of money the CLIENT transferred or deposited in the CLIENT’s account on the Website in relation to the transaction giving rise to such liability.
20. Anti-Money Laundering Procedures
a. All licence providers based in Europe are subject to the EU forth AML Directive, which requires all entities dealing with financial transactions to verify the legitimacy of funds being used to gamble.
b. No person shall abuse this Website for the purpose of money laundering. Energy may employ best-practice anti-money laundering (AML) procedures. Energy is responsible to employ and maintain various anti-money laundering (AML) best practices and procedures, therefore all transactions regardless of the amount must remain under constant monitoring.
c. Energy reserves the right to refuse to do business with, to discontinue to do business with, and to reverse the transactions of, CLIENTS who do not accept or conform to the following AML requirements and policies and to accept any transactions from CLIENTS who do not, respect and adhere to the following AML requirements:
(I) Winnings will only be paid to the individual who initially registered to open a live account and specifically only to the originating credit card or account on file;
(II) When a CLIENT funds an account by means of credit/debit card deposits, winnings will only be distributed to the individual whose name appears on the card used to make the deposit and only be paid back to the same card;
(III) Only one account is allowed per person. No winnings may be collected on accounts opened in false names or on multiple accounts opened by the same person;
(IV) Energy may request a CLIENT to provide additional proof of identity or proof of Source of Funds as it deems required under the subject of closer scrutiny for regular players or in case when level of risk that business is exposed to is classified as high. Energy may suspend an account until such proof has been provided and accepted as per regulatory standards;
(V) All transactions are screened to prevent any money laundering activity.
d. Any suspicious or fraudulent transactions will be immediately reported to the relevant authorities, including but not limited to the Financial Intelligence Analysis Unit (FIAU) in Malta.
21. Intellectual Property
a. All content, trademarks, services marks, trade names, logos and icons are the property of Energy and are protected by copyright laws and international treaties and provisions.
b. The CLIENT agrees not to delete any copyright notices or other indications of protected intellectual property rights from materials that the CLIENT receives from Energy or Energy’s WEBSITES. The CLIENT will not obtain any intellectual property rights in, or any right or license to use such materials or the WEBSITES, other than as set out in this Agreement.
c. The CLIENT agrees not to resell marketing materials provided to them by Energy or permit secured access of the Website to others, and not to copy any materials appearing on the Website for resale or for any other purpose to others without the prior written consent of Energy. The same rule applies to all users of the Website not limited to the Account holders.
d. Images displayed on the Website are either the property of Energy or to be used with permission. The CLIENT agrees not to upload, post, reproduce or distribute any information, software or other material protected by copyright or any other intellectual property rights (as well as rights of publicity and privacy) without first obtaining the permission of the owner of such rights and the prior written consent of Energy.
The CLIENT agrees to defend and indemnify Energy and its officers, directors, and employees, and to hold them harmless from and against any and all claims, liabilities, damages, losses, and expenses, including without limitation reasonable attorney's fees and costs, arising out of or in any way connected with:
I. CLIENT's access to or use of the Website or Services;
II. CLIENT’s violation of any of the terms of this Agreement; or
III. CLIENT’s breach of any applicable laws or regulations.
23. Term and Termination
a. The term of the Agreement shall be for an indefinite period. Should the CLIENT wish to terminate this Agreement at any time, he/she may do so by sending an e-mail notification to Energy. As of termination, the CLIENT shall not be able to carry out new transactions.
b. The CLIENT may only terminate the agreement with Energy by providing written notice to the customer support email at firstname.lastname@example.org.
Energy does its utmost to ensure the privacy, confidentiality and security of its CLIENTS, which are preserved both throughout their interaction with the Company and afterwards, to the fullest extent achievable by Energy.
a. When CLIENTS register with the Company, they acknowledge their willingness to share with Energy certain private information which will be used for the purpose of confirming the CLIENT’s identity and ensuring the security of their deposits and player account. This information is collected in line with our stringent verification procedures that are used to deter international money laundering operations and to ensure that security and safety of our customer's activity throughout. The information will only be processed by the staff who require such access.
b. Our CLIENTS undertake to supply us with true, updated and accurate information about their identity. Furthermore, they are required to state categorically that they are registering on their own behalf and are not seeking at any time to act in any manner which could be considered fraudulent nor are they seeking to impersonate any other individuals for any purpose whatsoever.
c. The Company's data collection procedures include the collection of CLIENT's freely disclosed information as shared with Energy, in addition to the placement of cookies for the purpose of gathering data about the manner in which CLIENTS interact with the Website. These tools for gathering CLIENT's information are employed for the purpose of ensuring the customer's own security and all data collected by Energy is shared only with individuals within Energy who are involved with the verification of customer account information for the express purpose of ensuring the customer's confidentiality and security.
d. Energy will never disclose any private or otherwise confidential information in regards to our CLIENTS to third parties without the express, consent of our CLIENTS, except in such specific cases in which disclosure is a requirement under law, legally legitimate interest of Energy or is otherwise necessary in order to perform verification analysis on the CLIENTS identity for the purpose of safeguarding their account and securing their personal information.
e. By registering with Energy and through the voluntary interaction they undertake with Energy's products and/or services, the CLIENT confirms and agrees that they consent to the use of all or part of the information they supply concerning their Energy player account, the transactions they undertake through it and the interactions which they perform with Energy and on behalf of Energy. All interactions the CLIENT undertakes with Energy will be stored by Energy for the purposes of record and as such may be employed by Energy in such cases where disputes arise between CLIENTS and Energy.
f. Energy will do its utmost to ensure the confidentiality of its CLIENT’s personal information including the implementation of data protection procedures designed to ensure CLIENT confidentiality. Energy ensures that its data protection policy is regularly updated in order to ensure that the CLIENT's information is continually safeguarded.
g. Any suspicious or fraudulent activities will be immediately reported to the relevant authorities, including but not limited to the Financial Intelligence Unit (FIU).
h. The CLIENT agrees to notify Energy if he/she or any of his/her family members (e.g. spouse, partner, children and their spouses or partners, and parents) is a Politically Exposed Person as defined by the Financial Action Task Force (FATF). The Financial Action Task Force on Money Laundering defines a Politically Exposed Person as "individuals who are or have been entrusted with prominent public functions", for example Heads of State or of senior politicians, senior government, judicial or military officials, senior executives of state owned corporations or important political party officials.
25. Responsible Gaming
a. At Energy we encourage our CLIENTS to enjoy gambling in a responsible manner. However, we do recognise that gambling can become addictive and problematic for some people. To help CLIENTS avoid potential problems, we offer a range of tools that can be used to control play such: different type of limits or short breaks. For more information please see our Responsible Gaming page (link at bottom of page).
b. In order to set or manage the Responsible Gaming limits, CLIENT must log into their Energy account. If a CLIENT finds that controlling their play with the available tools is not sufficient, we recommend that they consider a break or a self-exclusion.
c. Self-exclusion enables a CLIENT to request that we block them from using our services. Self-exclusion can vary in length from 24h to indefinite (International - Malta Gaming Authority).
d. It is the responsibility of the CLIENT to adhere to any self-exclusion agreement, though we are happy to help by blacklisting addresses and devices where possible (please note, this is not always possible due to technical restrictions).
e. The effectiveness of any self-exclusion agreement depends largely on the commitment of the CLIENT to manage their own behaviour. An exclusion will be most effective if a CLIENT will agree to not attempt to register again. Please be advised that exclusion should not be intended to function as a replacement for willpower or as a full guarantee to stop the CLIENT from further gambling.
f. During your self-exclusion period, every attempt will be applied to prevent the CLIENT from creating a duplicate account and any account detected with a clear link to an account under Self-exclusion will be closed upon detection and remaining unused balances will be returned to the original depositing source.
g. By accepting our terms and conditions, the CLIENT acknowledges and confirms that he/she is not excluded at our service. Therefore, no deposits, losses or winnings will be owed/refunded to a CLIENT if associated with a fraudulently created additional/duplicate account, except for remaining unused balances from deposits, which will be refunded in full. To fully investigate such cases, the Responsible Gambling or Fraud Departments are entitled to request additional forms of documentation such ID in hand and phone/voice verification.
h. (I) In case of closed accounts, any remaining balances will only be refunded upon request, and such transactions will incur a €2.50 administrative fee (or equivalent in other currency). If, after 6 months, no refund has been requested, remaining balances will be donated to charity.
(II) In the case of closed accounts subjected to a user defined self-exclusion, any remaining balances will be refunded automatically. In a small number of cases, where restrictions are imposed by payment providers, Energy reserves the right to donate any balances under €1 to charity for socially responsible causes. Finally, Energy may ask the excluded customer for additional documents if a refund is not possible back to the same method, that payment was originated from.
i. By playing games or using the gambling services at Energy, CLIENTS acknowledge that they are playing games based on, or betting on events that are subject to, luck and chance, and that through the use of the service and/or software, they are subject to the risk of losing money. Thus, CLIENTS accept that any and all losses suffered are the sole responsibility of the CLIENT.
j. Gambling whilst under the age of 18 is a criminal offense and we take our responsibilities to prevent access for those under the age of 18 very seriously. Manual age verification checks are carried out and whilst we aim to make the process as seamless and unobtrusive as possible it may be that further information will have to be obtained directly from the CLIENT. For CLIENTS aged 18-21 we require proof-of-age documentation to be provided before any withdrawal can be made.
k. Please note, ‘idle time’ is reached after 40 minutes of no activity, at which point clients will be logged out automatically. It is the responsibility of individual clients to maintain the security of their accounts by making sure that no one else has access to their passwords or login details. We recommend that clients do not leave themselves logged in if their device is potentially accessible by others, especially minors or those with known gambling problems.
l. If at the time of requesting self-exclusion, there are still outstanding bets, where the result is not yet known, then if the bet/s subsequently wins the corresponding sums shall be sent once the event has been settled.
m. If the CLIENT has a reason to believe that a person under the age of eighteen years is accessing our services, please contact us immediately. Our support team can be contacted via phone on +356 9994 5112 (Malta), email; email@example.com or through the LiveChat at our website.
n. Our websites include links to external third-party organisations and information that may be helpful to problematic gamblers. If a CLIENT feels that they might be developing a gambling addiction or problem, we encourage them to consult these resources or to contact us for additional information. In order to protect a vital interest of those affected by problem gambling who are in a critical situation and are expressing suicidal thoughts to our agents via direct communication, we reserve the right to contact relevant local authorities to seek an immediate action.
o. Please be advised that all sensitive data related to a problem gambling or exclusions has to be collected and kept on records to carry out our statutory functions related to affected individuals.
Energy is committed to providing the best quality of support for our players.
One of the ways in which we can continue to improve our service is by listening and responding to our Clients and, in particular, by responding positively to complaints. However, we do admit that reaching a fair outcome in all cases is not always possible.
Therefore, if a Client feels that their case might need further escalation, they should contact our customer support agents by email at firstname.lastname@example.org. Energy customer care representatives shall acknowledge the receipt of the complaint to the Client in a maximum period of 3 working days.
Our agents are also available on live chat and phone to ensure that making a complaint can be as accessible as possible. The 'Help' section on our website is there to assist the player in selecting the most appropriate communication channel to reach our customer support.
Please be advised that complaints placed via social media will not to be considered as an official complaint.
For the Client’s protection and to ensure the best possible service, telephone conversations and other relevant communication between Client and Energy may be recorded and/or monitored.
Please note that while Energy is the operator offering the games to the Client, Energy has not supplied or developed the games and therefore does not have ownership of, nor responsibility for such games. Any queries or complaints relating to the functioning of the games will therefore be forwarded to and addressed by the relevant licensing authority in relation to that specific game.
To deal with Client’s complaint in the shortest possible time frame, it must contain clear information about the identity (name, surname, username, registered email and residential address) as well as all relevant details about the case (the name of the game, the time and date of the incident with a detailed explanation).
The customer support managers (other managers, if necessary) assigned to the escalated case will commit to their best efforts to promptly resolve a reported matter internally. The whole complaint process should take no more than 8 weeks to be assessed and responded to.
An informal approach is appropriate when it can be achieved but if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
We strive to ensure that all Clients are informed of our final decision and also receive orientation about the necessary steps to take an official dispute to a registered Alternative Dispute Resolution Body, also known as an ‘ADR’. An ‘ADR’ is an independent third party, which mediates disputes and assess all the facts and information provided by both parties and issues an impartial decision on the matter. eCommerce and Online Gaming Regulation and Assurance (eCOGRA) is the ADR entity for Energy complaints.
Telephone Number: +44 20 7887 1480
Additionally, The Online dispute resolution (ODR) platform can provide further alternative dispute resolution services within the EU. More information is available here: http://ec.europa.eu/odr
If the CLIENT still feels that their complaint has not been resolved to their satisfaction, they can bring the dispute to the Malta Gaming Authority (MGA) by email on email@example.com.
Furthermore, please be advised that any Client has the right to bring proceedings against an operator to any court of competent jurisdiction.
If there is any concern the CLIENT would like to raise with us or would like our assistance with, please do not hesitate to let us know. Our professional and friendly customer representatives are always here to help.
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Version - 2.1 Last Updated – 31/05/2019