Terms & Conditions

Acceptance and changes to these terms

These Terms & Conditions form a legal agreement between you and us when you use our website, create an account, deposit funds, play games or request a withdrawal. By selecting the relevant acceptance box during registration, or by continuing to use your account, you confirm that you have read, understood and accepted these terms.

Additional rules may apply to particular games, payment methods, promotions or services. Those rules will be shown where they apply and form part of these Terms & Conditions. If there is a conflict between a specific rule and these general terms, the specific rule will apply to the relevant activity.

You are responsible for checking the current version of these terms before using your account. We may update them to reflect changes to our services, legal requirements, technology or the way our games operate. Where a change is significant, we will take reasonable steps to bring it to your attention. If you do not accept an updated term, you should stop using your account and contact us about closing it.

Eligibility and your account

You must be at least 18 years old and resident in the United Kingdom to open and use an account with us. We may ask for evidence of your age, identity and place of residence at any time. You must not use our services if gambling is unlawful for you, if you are subject to a restriction that prevents you from gambling, or if you have asked us to exclude you.

You may hold only one account with us. You must not create an account for another person, operate an account on someone else’s behalf, or allow another person to use your account. If we identify duplicate accounts, we may close one or more accounts and take action in line with these terms and applicable requirements.

All information you give us must be complete, accurate and kept up to date. This includes your name, date of birth, address, email address and payment details. You must tell us promptly if any of these details change. We may restrict access to your account if information is missing, inaccurate or cannot be confirmed.

You are responsible for keeping your username, password and other login details private. Do not share them with anyone or allow another person to access your account. Tell us immediately if you suspect that your login details have been lost, stolen or used without permission. You are responsible for activity carried out through your account until we have had a reasonable opportunity to secure it.

• You must not use false details, impersonate another person or provide documents that belong to someone else.
• You must not use our services for unlawful activity, fraud, money laundering or any other improper purpose.
• You must not use software, devices or methods intended to interfere with our website, games, payments or security controls.
• You must not permit a third party to fund or control your account unless we have expressly allowed the relevant method.

Verification, identity and source of funds

We carry out identity, age and address checks to protect your account, prevent fraud and meet our legal and regulatory obligations. We may ask you to provide documents or information before allowing you to use some services. In particular, these checks may need to be completed before your first withdrawal.

Documents requested may include evidence of your identity, date of birth, address or ownership of a payment method. The documents must be valid, clear and consistent with the information on your account. We may ask for further information if a document is unclear, incomplete or does not allow us to complete the necessary check.

Where required, we may also ask about the source of funds used for gambling and the source of your wealth. This can include questions about your income, employment, savings or other relevant financial circumstances. You must provide accurate information and reasonable supporting evidence when requested.

Your account, deposits or withdrawals may be restricted while checks are pending. We may retain records of documents and information in accordance with our legal obligations and privacy practices. If we cannot verify your details, or if the information provided is inconsistent, we may suspend or close your account and take any further action required.

Deposits and withdrawals

You may deposit funds using the payment methods available in your account. A deposit must be made using a payment method held in your name, unless we have confirmed an alternative arrangement. We may refuse, reverse or restrict a payment where ownership cannot be established or where a payment creates a security or compliance concern.

The minimum and maximum amounts, available payment methods and any applicable processing information are shown in the cashier. Limits can differ by method, account status and other circumstances. You must not attempt to bypass a limit by using multiple accounts, payment methods or transactions.

You should only deposit money that you can afford to lose. Deposits are intended for play on our services and must not be used for unlawful purposes. We may return funds, delay access or request additional information where a transaction appears unusual, disputed, unauthorised or inconsistent with these terms.

You may request a withdrawal through your account, subject to completion of required checks, any applicable game or promotion conditions, and the limits shown in the cashier. Where possible, we will return funds using the same payment method used for the deposit. If that is not possible, we may use another method in your name or ask for further information before processing the payment.

A withdrawal can remain pending while we complete identity, payment, security, safer gambling or source-of-funds checks. We may contact you if information is needed. Processing times can also depend on the payment provider. You remain responsible for checking that your payment details are correct.

1. Check the payment method and amount before confirming a transaction.
2. Use only payment methods that belong to you and keep evidence of transactions where appropriate.
3. Complete any requested verification promptly so that a withdrawal can be processed.
4. Contact us through live chat or at support@casino-goldenlady.co.uk if a payment appears incorrect or unauthorised.

Bonuses and promotional offers

Each bonus, free bet, free spin or other promotional offer has its own terms. These terms will explain who can participate, how the offer is claimed, which games qualify, any wagering requirement, the maximum bet, the expiry period, maximum winnings and any withdrawal restrictions. You must read and meet those conditions before using an offer.

Unless the offer terms say otherwise, a wagering requirement must be completed before bonus funds or associated winnings can be withdrawn. Certain games, bets or transactions may contribute differently or may not contribute at all. The relevant contribution rules will be stated with the offer.

A maximum bet may apply while wagering a bonus. Placing bets above that limit can result in the bonus and winnings linked to it being removed, where the applicable offer terms allow this. Other conditions may apply, including restrictions on combining offers or using more than one offer at the same time.

We may cancel, amend or end a promotion where this is permitted by its terms. We may also refuse or withdraw a promotion if you are not eligible, if the offer has been used more than once, or if you have breached its conditions. You must not abuse a promotion, use multiple accounts, use automated methods or coordinate activity to obtain an unfair advantage.

If we reasonably believe that an offer has been abused or used fraudulently, we may restrict promotional access, remove related funds or suspend the account while we establish what happened. This does not affect any rights you may have under applicable law.

Safer gambling, account closure and disputes

Tools to help you stay in control

Gambling should remain entertainment and not be used to solve financial problems. You can use the responsible gambling tools available in your account, including deposit limits and time-outs. You can also ask us to close your account or apply self-exclusion. We may ask for information to make sure your request is understood and applied correctly.

If gambling is causing concern, support is available from GambleAware, GamCare, GamStop and the National Gambling Helpline. You should seek help if you feel unable to control your gambling, are chasing losses, or are gambling more time or money than you intended.

Suspending or closing an account

You may ask us to close your account at any time by contacting live chat or support@casino-goldenlady.co.uk. We may also suspend or close an account if you breach these terms, fail a required check, provide inaccurate information, misuse a promotion, use an unauthorised payment method, or create a risk to our services or other customers.

We may close an account after a period of inactivity, subject to any applicable requirements. Before closure, we may contact you using the details on your account. Any remaining balance will be handled after relevant checks, outstanding transactions and applicable conditions have been considered. Closing an account does not remove obligations that arose before closure.

Complaints and disputes

If you are unhappy with our service, a transaction, a game outcome or an account decision, contact us at support@casino-goldenlady.co.uk. Include your account details, the subject of your complaint, relevant dates and any information that may help us understand the issue. Do not send your password or full payment details.

We will acknowledge and look into your complaint within a reasonable time. We may ask for further information before giving a final response. If we cannot resolve the matter directly, independent dispute resolution may be available in general terms. We will explain the next steps and any applicable process when appropriate.

Liability and governing law

We will take reasonable care when providing our services, but we cannot guarantee that the website or every service will always be available, uninterrupted or free from errors. We are not responsible for loss caused by events outside our reasonable control, your failure to protect your account, or your breach of these terms. Nothing in these terms limits or excludes liability where the law does not allow us to do so.

These Terms & Conditions and any dispute connected with them are governed by the laws of England and Wales. If a provision is found to be invalid or unenforceable, the remaining provisions will continue to apply. If you need help understanding these terms, contact our support team through live chat or at support@casino-goldenlady.co.uk.