Introduction

These terms and conditions (the “Terms”) govern the use of the online casino services offered under the brand name “Winum” (“Winum”, “we”, “us”, “our”) through the website Winum and any related mobile, desktop, or application-based platforms operated under the Winum brand (collectively, the “Platform”). By accessing, registering an account, depositing funds, or participating in any game or promotion on the Platform, you (“you”, “player”, “user”, “customer”) agree to be legally bound by these Terms. These Terms form a binding legal agreement between you and the licence holder, Galaxy Byte Lab SRL, operating under licence number ALSI-202508040-FI2, issued by the Government of the Autonomous Island of Anjouan, Union of Comoros, and incorporated in Costa Rica. It is your responsibility to read these Terms carefully before using any services of Winum, as they affect your rights and obligations. If you do not agree with any part of these Terms, you must not create an account, must not deposit funds, and must immediately cease using the Platform. These Terms are supplemented by our Privacy Policy, Responsible Gambling Policy, KYC/AML Policy, and any game-specific or promotion-specific rules, which together form the entire agreement between you and Winum.

Winum operates as an online casino aiming to provide fair, transparent, and responsible entertainment to adult players only. Our services are intended solely for persons who are at least 18 years of age and who are legally permitted to participate in online gambling in their respective jurisdictions. We strongly emphasise responsible gambling and protection of minors, and we deploy various tools to help players manage their gambling behaviour. You are encouraged to familiarise yourself with all responsible gaming measures described in these Terms before commencing play. By using the Platform, you confirm that you understand that gambling carries financial and psychological risks and that you accept those risks at your own discretion and responsibility. You also confirm that you are accessing Winum from a jurisdiction where online gambling is not prohibited for you personally.

Acceptance of Terms

By registering an account with Winum, ticking any “I agree” or similar box, or by otherwise accessing and using the Platform, you expressly confirm that you have read, understood, and accepted these Terms in full. Your acceptance of these Terms also signifies your acceptance of all accompanying policies, including but not limited to the Privacy Policy, KYC/AML Policy, Bonus Terms, and Responsible Gambling Policy, which may be updated from time to time. If there is any conflict between these Terms and other specific rules (for example, bonus rules or game rules), the more specific rules will apply to the extent of the conflict, but the remaining provisions of these Terms will continue to govern your relationship with Winum. You understand and agree that Winum may modify these Terms at its sole discretion, subject to applicable law and regulatory requirements. Any material changes to these Terms will be communicated through the Platform, email, or other appropriate channels, and your continued use of the Platform after such changes will be deemed acceptance of the revised Terms.

You must review the Terms regularly to ensure you remain informed about any changes that may affect your rights and obligations. If you disagree with any amendment, your sole remedy is to stop using the Platform, close your account, and withdraw any remaining eligible balance, subject to verification and applicable withdrawal rules. Winum reserves the right to suspend, restrict, or terminate your access to the Platform if we have reason to believe that you are in breach of these Terms, have provided false information, or are engaging in prohibited activities. You acknowledge that these Terms are drafted in English, and in case of any discrepancy between translations (if any) and the English version, the English version shall prevail. By continuing to use the Platform, you acknowledge that these Terms constitute the complete and exclusive statement of the agreement between you and Winum regarding your use of the services, and supersede any prior or contemporaneous communications, proposals, or agreements.

Eligibility & Age Restriction (18+ only)

Use of Winum’s services is strictly limited to individuals who are at least 18 years of age, or older where the minimum legal gambling age in their jurisdiction exceeds 18. By creating an account and participating in any games or promotions, you declare and warrant that you meet this age requirement and that you are legally allowed to gamble online in your country or territory of residence. Winum adopts a zero-tolerance policy towards underage gambling and may request proof of age and identity at any time, particularly before processing withdrawals or where we have reasons to suspect that a user may be underage. If it is discovered that you were under 18 (or the applicable legal age in your jurisdiction) at the time of registration or gambling activity, your account will be closed immediately, all bets will be voided, and any winnings may be forfeited. In such circumstances, we reserve the right to report the matter to relevant authorities and to any payment service providers involved.

You agree that you will not attempt to circumvent age restrictions by using false documents, misrepresenting your age, or using another person’s identity. The use of the Platform by minors can cause significant financial, emotional, and psychological harm, not only to the minor but also to their family members and guardians. We urge parents and guardians to take active steps to prevent minors from accessing online gambling content, including using parental control tools and securing devices and payment methods. If you are aware of any individual under 18 or otherwise ineligible using the Platform, you must notify Winum immediately via [email protected]. Winum disclaims any liability for losses incurred by minors whose access to the Platform was facilitated by parents, guardians, or other responsible adults failing to take reasonable protective measures. The age restriction applies equally to all forms of access, including desktop, mobile, and any mirrored or affiliate sites related to Winum.

Account Registration

To participate in real-money games or to claim any bonuses or promotional offers, you must open a personal player account with Winum. Account registration is mandatory and must be completed with accurate, complete, and up-to-date information, including at minimum your full name, date of birth, country of residence, a valid email address, and in some cases, your phone number and physical address. You confirm that all information you provide during registration and throughout your relationship with Winum is truthful and corresponds to your real identity and personal details. Winum’s policy allows only one account per individual, household, IP address, device, and payment method, in line with the “one_account_only” requirement. Duplicate or multiple accounts created by or for the same person are not allowed and may be regarded as fraudulent behaviour, leading to account closure, confiscation of funds, and denial of access to our services.

Your account is for your personal use only and must not be used for commercial, business, or professional purposes, or on behalf of another person or entity. You are strictly prohibited from transferring, selling, or allowing any third party to access or use your account. It is your responsibility to maintain the confidentiality of your login credentials, including your username and password, and to ensure that these credentials are not disclosed to any other individual. You agree to notify Winum immediately if you suspect any unauthorised access to or use of your account. Winum is not liable for any losses arising from unauthorised access to your account that occurs due to your failure to safeguard your login credentials. Accounts that remain inactive for a continuous period (for example, 12 months) may be considered dormant, and we may, subject to applicable law, close such accounts after reasonable notice and attempt to refund any remaining real-money balance.

Know Your Customer (KYC) & Verification

In accordance with applicable anti-money laundering (AML) and counter-terrorism financing (CTF) regulations, Winum implements a comprehensive Know Your Customer (KYC) process. KYC verification is mandatory and may be required at several stages, including but not limited to your first withdrawal, detection of suspicious activity, and when your cumulative deposits or transactions exceed certain thresholds, such as deposits_over_10000_usd or equivalent. You may be required to provide valid identification documents, including passport, national ID card, or driver’s licence, as well as proof of address such as a recent utility bill or bank statement. In some cases, we may conduct extra checks such as requesting a selfie with your ID, video verification, or documentation relating to the source of funds used for gambling on Winum. You are required to provide the requested documents within the specified response_deadline_days, typically within 30 days, or within a shorter period if legally required.

Failure to complete KYC verification to our satisfaction may result in suspension of your account, cancellation of bets, restriction of deposits and withdrawals, and potential account closure. Winum reserves the right to retain any funds in your account pending the outcome of verification checks where there is a reasonable suspicion of fraud, money laundering, or other illegal activity. All information and documentation collected during KYC procedures is processed in accordance with our Privacy Policy and used solely for regulatory, security, and identity verification purposes. You consent to Winum sharing certain KYC data with authorised third-party providers engaged in identity verification, AML monitoring, and payment processing. You also agree that Winum may conduct ongoing monitoring and periodic reviews of your account activity to ensure continued compliance with applicable laws and regulations. Refusal to cooperate with KYC/AML checks, or provision of fake_documents or misleading information, may lead to serious consequences, including permanent exclusion from the Platform.

Deposits & Withdrawals

To participate in real-money games on Winum, you must deposit funds into your player account using the payment methods available in your region. All deposits and withdrawals are subject to our payment_rules, including but not limited to the following: third_party_payments are not allowed, the payment method must be in the same_name as the registered account holder, chargebacks_forbidden as a form of dispute, withdrawal_verification may be required, and withdrawal_same_method_preferred wherever possible. By initiating a deposit, you confirm that you are authorised to use the selected payment method and that the funds originate from lawful sources. Winum supports multiple currencies, including USD, EUR, ARS, BRL, CLP, COP, MXN, PEN, UYU, VES, and USDT or equivalent, but your account may be limited to one primary currency, and currency_conversion_by_provider may apply at the prevailing rates.

Withdrawals are processed through methods that may differ by region and availability, and all withdrawals are subject to KYC verification, transaction review, and AML monitoring. Winum reserves the right to place reasonable limits on withdrawal amounts per transaction, per day, or per month, and to split large withdrawals into multiple payments as needed. We may also apply additional checks and documentation requirements for large transactions to comply with AML regulations and risk management. Processing times for withdrawals depend on the method selected and may range from near-instant to several business days. Winum does not offer interest_on_balance, and your account balance does not accrue any interest. Any deposit fees or network_fee associated with certain methods (particularly cryptocurrencies) may be borne by you, and you should check all applicable fees before confirming transactions.

Payment Methods Table

The following table provides an illustrative overview of typical payment options that may be available on Winum. Actual availability may vary based on your region, currency, and regulatory restrictions.

Winum may add or remove payment methods at its discretion, including in response to legal, regulatory, or commercial factors. You remain responsible for ensuring that any payment instructions you provide are correct and complete. Winum does not accept any liability for payments that are delayed, rejected, or reversed due to factors beyond our control, such as banking errors, network outages, or compliance checks by payment providers. In case of disputes over deposits or withdrawals, you should contact customer support promptly and provide all relevant transaction details. Suspicious transactions, including possible money_laundering, may lead to immediate freezing of funds and notification to relevant authorities.

Bonuses & Promotions

Winum may from time to time offer bonuses, free spins, cashback, tournaments, and other promotional incentives to new and existing players. Examples include welcome packages such as 100% + 150 Free Spins on the first deposit starting from €10 and subsequent bonuses like 50% + 100 Free Spins, 75% + 50 Free Spins, and similar offers, collectively referred to as “Bonuses”. All Bonuses are subject to specific terms and conditions, including wagering requirements, expiry periods, game restrictions, and maximum bet or win caps. The required_multiplier for wagering may typically range from 30x to 40x of the bonus amount, deposit amount, or bonus plus deposit amount, as specified in each offer. The bonus_details may include expiry_days between 7 and 14 days for standard Bonuses, and free_spins_validity of 24 hours for Free Spins. If you fail to meet wagering requirements within the applicable period, the Bonus and associated winnings may be cancelled.

Only one Bonus may normally be active at a time, and Bonuses cannot usually be combined unless explicitly stated. You are responsible for checking all Bonus terms before opting in, including any minimum deposit amount, eligible games, and contribution percentages of different games towards wagering requirements. Certain high-volatility or excluded games may contribute 0% or a reduced percentage to wagering, or may be prohibited for bonus play, and wagers on such games may be disregarded or lead to adjustment of the Bonus. The bonus_status_check feature in your account (for example, “My Account → Bonuses”) allows you to view active_bonuses_visible, your progress_percentage_visible, wagered_amount_visible, and remaining_wager_visible. Bonus_statuses may include active, pending, completed, and expired, and some interfaces may include a call-to-action button, such as “Wager now”, which opens eligible games for wagering.

Bonus abuse, including but not limited to creating multiple_accounts, using bots or scripts, collusion, or exploiting system_exploitation or loopholes in bonus rules, is strictly prohibited. Winum reserves the right to withhold or cancel any Bonus, to void bonus-derived winnings, and to close or restrict accounts in cases where we suspect bonus_abuse or other fraudulent behaviour. Withdrawals requested before completing wagering requirements may lead to forfeiture of the active Bonus and any associated winnings, unless otherwise specified. Winum may modify, suspend, or cancel any Bonus or promotion at any time, but such changes will not affect Bonuses already accepted, except where necessary to prevent fraud or comply with law. You are encouraged to review both these Terms and the specific promotional terms every time you participate in a Winum promotion.

Game Rules

Winum offers a range of games, including but not limited to slots, crash games, table games, and live casino titles from multiple third-party providers. Examples of games available in certain regions include Aviator, Chicken Road 2, Balloon, Mummy’s Jewels, Coin Volcano, Plinko 2, Gold Party, Wolf Gold, Gates of Olympus 1000, 5 Lions Megaways, Sugar Rush 1000, Sweet Bonanza, and Olympus Power Link. Each game is operated according to the rules and payout tables provided within the game interface by the respective software provider. You must familiarise yourself with the game rules, betting options, return to player (RTP) percentages, and any specific features before placing real-money bets. Bets placed by you will be considered final once confirmed by the game server, and cannot be cancelled or altered, except in cases of evident technical errors or malfunctions.

Wagers will be deducted from your available real-money balance first, followed by bonus funds where applicable, according to the rules of each Bonus and the structure of your account balances. Some games may not be available in all jurisdictions due to provider or regulatory restrictions, and Winum reserves the right to add, remove, or suspend any game without prior notice. Live casino games involve real-time streaming and may be subject to connection delays or disruptions; in such cases, the official result recorded by the game provider’s server shall be final. In addition, certain strategies, such as deliberately slowing down play, colluding with other players in multiplayer games, or using prohibited betting systems with Bonus funds, may be considered unfair and can lead to sanctions under the Prohibited Activities section. By participating in any game on Winum, you agree to abide by the rules provided by the software provider and by these Terms.

Fair Play & RNG

Winum is committed to providing a fair and transparent gaming environment for all players. The outcomes of virtual casino games offered on the Platform (excluding live dealer games, which are determined by physical equipment and human dealers) are determined by Random Number Generator (RNG) technology. The RNG is designed to ensure that each spin, card draw, or game round is random, independent, and not predictable by either the player or Winum. Our game providers are required to undergo regular testing, certification, and auditing by independent laboratories or certification bodies recognised in the industry. Such testing ensures that the RNGs meet internationally accepted fairness standards and that the games perform according to their stated payout percentages over time.

You acknowledge that all results displayed by the game server are final and binding, subject only to correction in the event of an evident technical fault or discrepancy between the game client and server records. Any attempt to manipulate game outcomes, intercept communications, alter software, or exploit technical vulnerabilities is strictly prohibited and may result in immediate account closure and notification to relevant authorities. Winum does not provide any guarantees regarding short-term results, as outcomes are inherently random and may lead to long sequences of wins or losses. You understand that past results do not influence future outcomes, and concepts such as “due to win” or “hot/cold streaks” are misconceptions in the context of RNG-based games. While Winum takes all reasonable steps to ensure fair gaming, we shall not be liable for any perceived unfairness arising from random outcomes within the normal operation of the RNG.

Responsible Gambling

Winum strongly promotes responsible gambling and encourages all players to view gambling as a form of entertainment, not as a source of income or financial strategy. Gambling involves risk of financial loss and may lead to emotional or psychological harm if not managed responsibly. You should only gamble with money that you can afford to lose, and never use funds that are needed for essential expenses such as housing, education, healthcare, or family support. We recommend that you set personal limits and monitor your gameplay regularly to ensure that it remains a recreational activity. If at any time you feel that your gambling is no longer under control, you should immediately use the responsible gambling tools offered by Winum or seek professional help.

Players under 18 are strictly prohibited from using Winum, and we emphasise that early exposure to gambling can significantly increase the risk of developing problem gambling behaviours later in life. Young people are particularly vulnerable to impulsiveness, peer pressure, and misjudgement of risk, which makes underage gambling especially harmful. Parents and guardians should take proactive measures to prevent minors from accessing gambling websites, including secure storage of payment instruments, use of parental control software, and monitoring of internet usage. Winum may apply monitoring tools and behavioural analysis to identify potential signs of problematic gambling, such as excessive session durations, frequent deposits, or chasing losses. Where appropriate, we may reach out to players with information about responsible gaming tools, or apply temporary restrictions where required by our policies or applicable regulations.

Tools & Features (Responsible Gaming Tools Table)

Winum provides several tools to help you maintain control over your gambling behaviour. You can typically access these tools in your account settings or by contacting customer support.

Self_exclusion is a serious measure designed to protect players at risk and is typically enforced for a minimum duration of 6 months or as required by applicable policies. During self-exclusion, you will not be able to access your account, place bets, or receive marketing communications. You should also refrain from attempting to create new accounts or otherwise bypass self-exclusion, as such behaviour undermines the purpose of the protection and constitutes a breach of these Terms. In exceptional circumstances, and only after a rigorous review and a reasonable cooling-off period, self-excluded players may request reactivation, but Winum retains full discretion to accept or reject such requests. Responsible gaming tools are provided as support measures and do not replace your own responsibility to gamble sensibly and within your means.

Support Resources

If you feel that you may be developing a gambling problem, or if your gambling is affecting your personal relationships, finances, or mental health, you are strongly encouraged to seek help. Winum cooperates with recognised organisations that specialise in gambling support, such as GamCare, Gambling Therapy, and Gamblers Anonymous, as well as other local or international support networks. These organisations can offer confidential counselling, self-help resources, and peer support to individuals and families affected by gambling-related harm. You may also consider speaking with a licensed psychologist, psychiatrist, or financial advisor who has experience in addiction or behavioural issues.

Our customer support team is available to guide you on how to use the responsible gaming tools available on the Platform and to direct you to appropriate external resources. Support is generally accessible via email at [email protected] and may be available 24/7, depending on regional service arrangements. While our support staff are not therapists or counsellors, they are trained to handle responsible gaming queries with sensitivity and discretion, and to trigger additional safeguards when clear signs of harm or distress are identified. You are encouraged to be honest about your gambling behaviour when interacting with support, as accurate information enables us to apply more effective protective measures. Early recognition and intervention are key to preventing serious harm, so please seek help as soon as you notice any negative impact of gambling on your life.

Prohibited Activities

By using the Winum Platform, you agree not to engage in any activities that are illegal, fraudulent, abusive, or otherwise in breach of these Terms. Prohibited activities include, but are not limited to, creating or using multiple_accounts, collusion with other players, bonus_abuse, money_laundering, use of bots or scripts for automated play, exploitation of system_exploitation or software vulnerabilities, harassment or abuse of other players or staff, and use of VPN_usage, proxies, or similar tools to disguise your location or identity where they are forbidden. You are also prohibited from using fake_documents or misrepresenting your identity during registration, verification, or dispute resolution. Engaging in chargebacks as a way to reverse valid gambling transactions is strictly forbidden and may be treated as fraud. Any attempt to manipulate game outcomes, intercept data, or tamper with the integrity of the Platform is considered a serious violation and may be reported to law enforcement.

Winum reserves the right to investigate any suspicious activity using internal tools, third-party monitoring services, and cooperation with payment and KYC providers. If we reasonably suspect that you are involved in any prohibited conduct, we may immediately suspend your account, freeze funds, cancel Bets and Bonuses, and request additional documentation or explanations. Depending on the outcome of investigations, we may permanently close your account, confiscate balances where allowed by law, and place your details on internal or industry-wide exclusion lists. You are responsible for any loss or damage sustained by Winum or third parties as a result of your prohibited activities, and you may be liable to indemnify us for such losses. In addition, use of the Platform for any purpose that violates applicable law, including laws relating to gambling, AML/CTF, data protection, or consumer protection, is strictly prohibited.

Restricted Countries (table)

Due to legal, regulatory, or commercial reasons, Winum may restrict access to its services from certain countries or territories. The following table provides an indicative list of restricted jurisdictions; this list is not exhaustive and may be updated at any time. If you are located in a restricted country, you must not register or use the Winum Platform.

You are solely responsible for determining whether your use of the Platform is legal in your jurisdiction before registering or placing any bets. Use of VPNs, proxies, or similar tools to obfuscate your actual location for the purpose of bypassing geographic restrictions is expressly forbidden and may be treated as a serious breach of these Terms. If Winum determines that you have been playing from a restricted jurisdiction, your account may be immediately closed, and any winnings may be voided, subject to applicable law. We may also be required to report your activity to relevant authorities or regulatory bodies. You agree to reimburse Winum for any losses, fines, or penalties arising from your unauthorised use of the Platform from a restricted jurisdiction.

Privacy & Data Protection

Winum is committed to protecting your privacy and handling your personal data in a lawful, fair, and transparent manner. For the purpose of data protection, Winum acts as the data_controller of your personal information. We collect and process data necessary for the performance of our contractual relationship with you, compliance with legal and regulatory obligations, and for legitimate interests such as fraud prevention, service improvement, and responsible gambling monitoring. Personal data may include identification details, contact information, KYC documents, payment information, gameplay records, device identifiers, IP addresses, and communications with our support team. We share your data only with trusted third parties, such as payment_providers, kyc_providers, aml_services, analytics_services, and competent authorities where required by law or regulation.

Your personal information may be stored and processed in multiple jurisdictions, and international_transfers of data may occur, subject to appropriate safeguards and applicable legal requirements. Winum retains your personal data for a minimum period necessary to fulfil the purposes for which it was collected and to comply with legal retention obligations, which may typically be up to retention_years (for example, five years) after account closure or your last transaction, unless a longer period is mandated. We use cookies_used and similar technologies to improve user experience, analyse traffic, and personalise content; you may manage your cookie preferences in your browser or through our cookie settings, but disabling certain cookies may impair functionality. Marketing communications are sent only where you have provided consent or where allowed by law, and you may exercise marketing_opt_out at any time via account settings or unsubscribe links.

In accordance with applicable data protection laws, you may have certain user_rights, which can include the right to access_data, correct_data, delete_data, restrict_processing, object_processing, data_portability, withdraw_consent, and lodge a complaint_to_authority. Some rights may be subject to limitations where processing is necessary for legal compliance, security, or legitimate business purposes. Requests to exercise your rights should be sent to our support or data protection contact channels, and we will respond within reasonable timeframes as required by law. For more detailed information about how we process and protect your data, you should review the dedicated Privacy Policy available on Winum. By using the Platform, you consent to the collection and processing of your personal data as described in these Terms and in the Privacy Policy.

Account Suspension & Termination

Winum may, at its sole discretion and in accordance with these Terms and applicable law, suspend or terminate your account for various reasons, including but not limited to suspected fraud, breach of Terms, failure to pass KYC checks, use of VPNs or proxies where forbidden, or engagement in prohibited activities. Suspension may be temporary and used while we conduct investigations or request further documentation; during suspension, you may be unable to place bets, deposit, or withdraw funds. If investigations confirm misconduct, or if you fail to cooperate within the required timeframe, we may proceed to closure_by_casino, which may include forfeiture of certain funds where allowed by law and in line with our AML and risk management policies. We will wherever reasonably possible notify you of the reasons for suspension or termination, unless prevented from doing so by law or by instructions from authorities.

You may also request closure_by_user of your account at any time, either for personal reasons or as part of responsible gaming measures. In such cases, we may process withdrawals of remaining eligible balances after necessary verifications, subject to standard withdrawal rules and KYC checks. Inactive accounts that remain dormant for a prolonged period, for example inactive_close_after_months of 12 months without login or transaction, may be closed by Winum after reasonable notice; any remaining funds may be handled in accordance with applicable law, which may include transfer to appropriate authorities or application of reasonable administrative fees. Termination of your account, whether initiated by you or by Winum, does not affect any obligations incurred prior to the termination date, including pending bets, outstanding disputes, or cooperation with law enforcement. After termination, these Terms will continue to apply to any outstanding obligations or rights that, by their nature, should survive, such as provisions on liability, data protection, and dispute resolution.

Limitation of Liability

Winum provides the Platform and services on a service_as_is and “as available” basis, without any warranties or representations, express or implied, regarding uninterrupted access, error-free operation, or suitability for any particular purpose. While we strive to maintain high technical standards, we do not guarantee that the Platform will always be free from technical issues, interruptions, or delays. casino_not_liable_for_technical_issues that arise from circumstances beyond our reasonable control, such as internet outages, hardware failures, software malfunctions, DDoS attacks, or failures of third-party services, including game providers and payment processors. In the event of a malfunction of the Platform or a particular game, all affected bets may be voided at our discretion, and your stake may be refunded to your account balance; this shall be your sole and exclusive remedy with respect to such malfunctions.

To the maximum extent permitted by law, Winum’s total aggregate liability to you arising out of or in connection with your use of the Platform, whether in contract, tort (including negligence), or otherwise, shall be limited to the amount of your net losses on the account during a defined period, for example max_liability_last_deposit_window_days of 30 days prior to the event giving rise to the claim. We shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of profits, loss of data, loss of goodwill, or business interruption, even if we have been advised of the possibility of such damages. Nothing in these Terms shall exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited under applicable law. You are responsible for ensuring that your use of the Platform complies with all applicable laws in your jurisdiction, and Winum shall not be liable for any consequences of your illegal or unauthorised use of our services.

Complaints & Dispute Resolution

Winum aims to handle all customer queries and complaints fairly, transparently, and within reasonable timeframes. If you have a complaint relating to our services, games, transactions, or any aspect of your account, you should first contact customer support via email at [email protected]. We will acknowledge receipt of your complaint within acknowledge_within_days (typically 1 day) and aim to provide a substantive response within response_within_days (for example, 30 days), depending on the complexity of the issue. To facilitate prompt handling, you should provide detailed information, including your username, relevant transaction IDs, dates and times, game titles, screenshots if applicable, and a clear description of your complaint.

Certain complaints must be submitted within specific time limits. For example, game_complaint_limit_days may require complaints regarding game outcomes or malfunctions to be raised within 14 days of the relevant event, while account_complaint_limit_days may set a 30-day limit for issues such as bonus allocation or account adjustments. Complaints submitted after these periods may not be accepted, unless exceptional circumstances apply. Winum will review your complaint based on internal records, game logs, communication history, and applicable rules, and will inform you of our decision and any remedial steps, such as refund of stakes or correction of balances, if warranted. If you are not satisfied with the outcome, you may request escalation within our internal procedures. Where required by law or the governing licence, we may also provide information about external dispute resolution mechanisms or regulatory authorities, although such options may depend on your jurisdiction and the specific nature of the dispute.

Governing Law

Unless otherwise required by mandatory provisions of local law in your country of residence, these Terms and your use of the Platform shall be governed by and construed in accordance with the laws of the jurisdiction_of_incorporation of the licence holder, Galaxy Byte Lab SRL, as specified by our licensing and corporate documents. Any disputes arising out of or in connection with these Terms, your account, or your use of the Platform shall be subject to the exclusive or, where applicable, non-exclusive jurisdiction of the competent courts of that jurisdiction, without prejudice to your rights under mandatory consumer protection laws. You agree that all claims must be brought in your individual capacity and not as a plaintiff or class member in any purported class, collective, or representative proceeding, to the extent permitted by applicable law.

Nothing in this Governing Law clause shall deprive you of any mandatory consumer protection rights or remedies available under the laws of your habitual residence, where such rights cannot be lawfully waived by agreement. If any provision of these Terms is found to be invalid, illegal, or unenforceable by a competent court or authority, that provision shall be severed to the extent necessary, and the remaining provisions shall continue in full force and effect. Winum’s failure or delay in enforcing any right or provision under these Terms shall not constitute a waiver of such right or provision. We reserve all rights not expressly granted to you hereunder.

Final Provisions

These Terms, together with the Privacy Policy, KYC/AML Policy, Responsible Gambling Policy, Bonus Terms, and any other policies explicitly incorporated by reference, constitute the entire agreement between you and Winum regarding your use of the Platform. Winum reserves the right to modify, update, or replace any part of these Terms at any time, subject to legal requirements; terms_can_change and any changes will become effective once published on the Platform or otherwise communicated to you. Your continued use of the Platform after such publication will signify your acceptance of the revised Terms, and continued_use_accepts_changes even if you have not read the updated document in full. It is your responsibility to check these Terms periodically for changes.

You may not assign, transfer, or delegate any of your rights or obligations under these Terms without our prior written consent. Winum may assign or transfer its rights and obligations, in whole or in part, to an affiliate, successor, or third party in connection with a merger, acquisition, corporate restructuring, or sale of assets, provided that such transfer does not materially reduce the protection afforded to you under these Terms. All headings used in these Terms are for convenience only and shall not affect interpretation. In the event of any conflict between the Terms displayed on different parts of the Platform or in different languages, the most recent English version available on Winum shall prevail. By registering an account and using the services of Winum, you confirm that you have read, understood, and agreed to these Terms and that you will comply with them at all times during your relationship with Winum.