Terms and conditions

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LCKY Entertainment Limited, a limited liability company, incorporated in Ontario, Canada, and subject to Canadian law, registration number 1000320208, having its registered address 100 KING STREET WEST, 1 FIRST CANADIAN PLACE, SUITE 6200, TORONTO, ONTARIO, CANADA, M5X1B8. 

The website luckycasino.ca is operated and managed by LCKY Entertainment Limited ("Operator" “LCKY ”, "software" or "sites(s)") on behalf of, and pursuant to the oversight, regulatory requirements, and registration of, iGaming Ontario, an agency of the Government of Ontario that conducts and manages internet gaming in the Province of Ontario.  

Luckycasino.ca is the property of Glitnor Marketing Limited. 

All payments over the Website are managed and collected by LCKY Entertainment Limited. 

“Games” Casino and Live Casino and other games may from time to time become available on the website. The operator reserves the right to add and remove games from the website at its own discretion. 

These Terms and Conditions ("Terms and Conditions") regulate the usage of the Games provided on any company website, mobile, and every other software belonging to or licensed to LCKY You acknowledge and understand that the Services on the Websites are conducted and managed by the Alcohol and Gaming Commission of Ontario (“AGCO” or “Registrar”,) and the Operator has been appointed and authorized by iGaming Ontario to operate such Games and the Websites on behalf of and as agent for iGaming Ontario.

These Terms and Conditions constitute a binding agreement between you ("you or the Player") and LCKY and come into force as soon as you accept the conditions by completing the registration of your player account on luckycasino.ca. By registering you signify to the Company that you are fit to play and you are aged 19 years or older and that you have read these Terms and Conditions and accept them. By using any of the Software belonging to or licensed to the Company you signify that you agree with these Terms and Conditions. 

If you do not agree with any provision of these Terms and Conditions you must not use or continue to use any of the software belonging to or licensed to the Company. 

Rules and explanations with respect to the games provided in separate links on the sites, or explanations and conditions referring to the software stated therein are incorporated into these terms and conditions by reference. 

Pre-Conditions to Opening an Account 

Only you are permitted to register your account and you confirm that you will not register or use your player account on behalf of any third party.

You are Fit for play. By clicking on “Yes, I’m fit for play” you acknowledge you are eligible to play, and not under the influence of alcohol or any other substance that may impair your judgment.

Use of the Services is restricted to End Users who are gaming while physically located in the Province of Ontario
You acknowledge that You will be physically within the Province of Ontario during any time of real-money internet gaming and that You will comply with LCKY’s requirements in connection with verifying Your physical location at the time of play, including by use of Your mobile device’s current location and/or using the Wi-Fi networks when You use Your computer, tablet, or mobile device. 

Excluded Persons. The following people are not permitted to access or use the Services (each an “Excluded Person”):  

  1. An individual under 19 years of age;  
  2. An individual that has advised LCKY that you are participating in the self-exclusion process;  
  3. An individual who is restricted from accessing the Services as a condition of a court order; 
  4. An officer, a member of the board of directors, or a partner of LCKY; 
  5. An executive or staff of a trade union who represents or negotiates on behalf of employees employed at LCKY;  
  6. A member of the AGCO, officers, members of the board of directors, or employees of Ontario Lottery and Gaming Corporation (“OLG”), or iGaming Ontario; 
  7. An employee of any person who maintains or repairs gaming equipment for LCKY;  
  8. Third parties or non-individuals;
  9. An individual LCKY has a reason to believe is not permitted to access or use the Services under applicable law, as notified by LCKY. 
  10. Individuals who LCKY has reason to believe to have been excluded  
  11. LCKY has been requested to exclude from the site under subsection 3.6(1) of the Gaming Control Act. 
  12. You are not allowed to participate in the Games offered on the Website if You are a Prohibited Member, and you must immediately cease any access to or participation in such Games.

An individual who is a PEP or HIO. If You are a politically exposed person in Canada (“domestic PEP*”), a politically exposed person outside of Canada (“foreign PEP”), a head of an international organization (“HIO”, together with domestic and foreign PEPs, “PEP/HIO”), or the family member or close associate of a PEP or HIO (a “PEP/HIO Related Person”) at the time you register and open Your Member Account. You must immediately notify the Operator if Your PEP/HIO or PEP/HIO Related Person status changes at any time while Your Member Account is open. For the purposes of this Clause: 

A foreign PEP includes the following individuals:

  • Head of state or head of government  
  • Member of the executive council of government or member of a legislature  
  • Deputy minister or equivalent rank  
  • Ambassador, attaché or counselor of an ambassador  
  • Military officer with a rank of general or above  
  • President of a state-owned company or a state-owned bank  
  • Head of a government agency  
  • Judge of a supreme court, constitutional court, or other courts of last resort  
  • Leader or president of a political party represented in a legislature 

A domestic PEP includes the following individuals: 

  • Governor General, lieutenant governor, or head of government  
  • Member of the Senate or House of Commons or member of a legislature  
  • Deputy minister or equivalent rank  
  • Ambassador, or attaché or a counselor of an ambassador  
  • Military officer with a rank of general or above  
  • President of a corporation that is wholly owned directly by Her Majesty in right of Canada or a province  
  • Head of a government agency  
  • Judge of an appellate court in a province, the Federal Court of Appeal or the Supreme Court of Canada  
  • Leader or president of a political party represented in a legislature  
  • Mayor  

A family member of a PEP or HIO includes:  

  • Their spouse or common-law partner, or ex-spouse or former common-law partner;  
  • Their biological or adoptive child(ren)  
  • Their mother(s) or father(s)  
  • The mother(s) or father(s) of their spouse or common-law partner (mother-in-law or father-in-law)  
  • Their siblings  

A close associate of a PEP or HIO includes persons who:  

  • Are business partners of, or who beneficially own or control a business with a PEP or HIO  
  • Are in a romantic relationship with a PEP or HIO  
  • Are involved in financial transactions with a PEP or HIO  
  • Serve as a member of the same board as a PEP or HIO;  
  • Carry out charitable works closely with a PEP or HIO  
  • Are listed as joint on a policy where one of the holders may be a PEP or HIO.   

It is Your sole responsibility to ensure that the information You provide is true, complete, and correct, and You hereby represent and warrant to the Operator that the information provided is true, complete, and correct. The Operator reserves the right to suspend or close any Account opened on the basis of false, incomplete, or inaccurate information. 

User Registration 

In order for you to be able to place wagers using any of the Software, you must first personally register with Luckycasino.ca and open an account (“User Account”), "User account" has the same meaning assigned to it as "Player's account".

Please be aware that underage gambling is illegal. We carry out age-verification checks on all customers at the time of Account establishment. We may ask for information to verify your age and identity and can restrict or suspend your Account until your age is confirmed. By signing up for an Account, you consent to our confirmation of your age and identity.

Your Player Account must be registered by you and in your own name.

If you attempt to open more than one User Account, all accounts you try to open may be blocked or closed. If you notice that you have more than one User Account under different names, you must notify LCKY Entertainment Limited immediately.

Any other accounts that you open with us shall be “Duplicate Accounts”. In the case of opening a Duplicate Account, any Accounts which you have opened may be closed by us immediately and:  

  1. all transactions made from your Account and Duplicate Account(s) will be made void; 
  2. all stakes or deposits made using your Account and Duplicate Account(s) will be made void; and 
  3. any returns, winnings, or bonuses that you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from your Account and the Duplicate Account(s).

A request to register an Account is made by filling out the registration form and submitting it on the Website. The Operator reserves the right to refuse to register an Account at its own absolute discretion, to the extent allowed at law.  

You must enter all mandatory information requested into Your registration form, including Your: 

  • Full legal name, including first name, middle name or initial, and surname;  
  • Date of birth;  
  • Your full address, including house/apartment number, city, province/state, country, postal/zip code;  
  • Valid e-mail address;  
  • Valid personal mobile phone number;  
  • Place of residence;  
  • Your principal business or occupation;  

As a part of the registration process, you will have to choose your password to log in to the site. It is your sole and exclusive responsibility to ensure that your login details are kept secure. You must not disclose your login details to anyone. LCKY is not responsible for any abuse or misuse of your User Account by third parties due to your disclosure, whether intentional or accidental, whether active or passive, of your login details to any third party. 

Your User Account 

It is your sole responsibility to ensure that the information you provide is true, complete, and correct and keep the information up to date. 

LCKY carries out verification procedures at different times including upon registration, deposits, and withdrawals. You agree to provide LCKY with documents in each instance, or as required by the Operator in its sole discretion. 

Such information may include a copy of Your passport or other identification documentation, or information related to Your source of wealth or source of funds, as part of the Operator’s KYC procedures. LCKY may also request any additional KYC documentation for any reason and at any time. 

Your failure to provide LCKY with authentic, valid, and current information or documentation required to fulfill the Operator's compliance and regulatory obligations will result in the restriction, suspension, or closure of Your Account, and the withholding of any funds in Your Account until the Operator’s verification process is complete. 

If on completion of the Operator's verification checks, You are shown to be a Prohibited Member or are otherwise ineligible to access the Website or participate in the Games:

  • your Player Account will be closed;  
  • all transactions made while you were underage, and all related funds deposited by you will be confiscated and investigated;  
  • any stakes for bets made while you were underage will be void; and  
  • any winnings which you have accrued during such time will be forfeited and you will return to the Operator any such funds which you have withdrawn from your Player Account.    

LCKY reserves the right to refuse to register an Account or to close your Account at the Company's sole discretion.  

LOCATION VERIFICATION  

You will not access or use the Website and the Games from any jurisdiction other than the Province of Ontario. LCKY may detect and monitor Your location to ensure that You are playing from the Province of Ontario, including while You attempt to place bets and at any other reasonable intervals determined by the Operator You must not attempt to circumvent any geographical requirements related to holding or using your Account. To do so would be a serious breach of these Terms. An attempt at circumvention includes manipulating the information used by us to identify your location (such as by using a VPN) and/or providing us with false or misleading information about your location or place of residence. It is also a Prohibited Event if we discover or have reason to believe you are:  

  • accessing or attempting to access the Services from outside the Province of Ontario;   
  • a resident of anywhere other than the Province of Ontario. 

Placing Your Bet And/or Gaming Using the Services 

  1. It is Your responsibility to ensure that the details of any bet, stake, or similar transaction that you place using the Services (a "Transaction") are in accordance with the relevant betting or game rules. 
  2. The maximum bet placed on any casino game is Five Thousand CAD ($5000).  
  3. We reserve the right to refuse the full or part of any Transaction requested by you. 
  4. No Transaction is accepted by us until You have given the appropriate confirmation (or it has otherwise been accepted by us). If You are in any doubt as to whether a Transaction has been accepted successfully, You should contact Customer Services. 
  5. Once a Transaction has been accepted by us, you cannot cancel the transaction unless we agree otherwise.  
  6. We may, at our discretion (and provided that neither party gain any unfair advantage), elect to accept a bet notwithstanding that the relevant event has begun. In respect of gaming, the relevant Game Rules shall set out the point at which no further stakes will be accepted by us. 
  7. We may cancel or amend a Transaction pursuant to the provisions of Anti-money Laundering Reporting, Declarations and Warranties & Breaches, Penalties and Termination (Collusion, Cheating, Fraud, and Criminal Activity), and/or Section Exceptional Circumstances & Aborted Games. 

Deposits to User Account 

You may only use CAD to fund your Account and only play Games in CAD.

You may participate in any Game only if you have sufficient funds available to wager for such participation. LCKY shall not give you any credit whatsoever for participation in any Game. 

You shall only use financial instruments that are valid and lawfully belong to you in relation to deposits of funds into your Account. 
Money into your Account must be from a personal account, and not a corporate or business, card, or account. 

You may not use funds that originate from any illegal activity or source or that are tainted or associated with any illegality or ill-gotten means. 

To deposit funds into your User Account, you can use any of the deposit methods specified on the “Payment Methods” page. Details regarding processing time and fee structure for the payment methods utilized are available on this page and may be amended from time to time. 

You are not allowed to transfer funds from your Account to other players or receive money from other players into your Account, or transfer, sell, and/or acquire user accounts. 

LCKY may charge assigned fees for processing deposits. Fees may change over time and the current fee structure is specified on the relevant pages of the site. 

LCKY reserves the right to assign minimum and maximum deposit levels as specified on the relevant pages of the site which may change over time. 

LCKY reserves the right to use additional procedures and means to verify your identity when effecting deposits into your User Account. 

LCKY is not a financial institution and thus should not be treated as such. Your account will not get any interest on deposited amounts. 

All information related to funds deposit can be found under the “My Account” and “Deposit” pages of the site. You can use any of the available depositing methods stated there, however, they may change from time to time. 

Your bank may independently charge you for bank wire transfers and other methods of payment.  

Withdrawals from User Account 

You may withdraw any amount up to the “Cash” balance in your User Account by issuing LCKY with a valid notice of withdrawal on the Website if the deposit was made without using a bonus. Withdrawal of the "Cash" balance is not possible if the deposit is done using a bonus. Support can remove bonuses and winnings if you wish to withdraw your deposit. 

The minimum withdrawal is $10 or equivalent in your currency, LCKY will apply a processing fee of 5 units for any withdrawal request under the minimum withdrawal amount. 

Please note that products at LCKY are consumed instantly when playing. The Company may hence not provide refunds, cancellation of services, or returns of goods with regards to in-game play. When playing a real money game, money will automatically be drawn from your User Account. 

LCKY does not accept requests for withdrawals made by telephone or e-mail. Notices for Withdrawals can only be made via the company website. 
You must first cancel all outstanding stakes in order to free your User Account balance or withdraw funds. 

You shall only use such credit cards and other financial instruments that are valid and lawfully belong to you in relation to the withdrawal of funds from your Account. 

Withdrawals from a Player Account are made through payments addressed to the Account Holder or transferred to a bank account held in the name of the Account Holder, as advised by the Account Holder. Whenever possible, LCKY will restrict withdrawals to be made only to the same account utilized by the Account Holder to make deposits. 

Details regarding processing time and fee structures for withdrawals with respect to the method utilized are available on the “Payment Methods” page, and may be amended from time to time. Furthermore, once a customer’s documents are received by us and verified, LCKY will process your withdrawal within 5 business days. 

LCKY reserves the right to perform enhanced due diligence with respect to withdrawals of funds not used for wagering and to review your behavior on the site and the use of games for irregular gaming patterns. The Company reserves the right to withhold or/ and confiscate withdrawals in case the Player fails to pass due diligence or/ and the Company deems that an irregular gaming pattern has occurred. 

If by mistake LCKY credits your User Account with winnings that do not belong to you, whether due to human or technical error or otherwise, the amount will remain the property of LCKY. The amount will be deducted from your User Account as soon as the Company becomes aware of the mistake. If you withdraw funds that do not belong to you, without prejudice to other remedies and actions that may be available by law or otherwise, the amount paid by mistake will constitute a debt owed by you to LCKY. You are obliged to immediately report any incident of incorrect crediting to LCKY, such reporting should be via e-mail. 

LCKY will carry out additional verification procedures for any payout exceeding the equivalent of, or cumulative deposits or withdrawals exceeding $2000 and further reserves the right to carry out such verification procedures in case of lower payouts. Such identity verification may include but is not limited to copies of a player’s passport, utility bill, bank statement, or credit card statement and proof/copies of payment methods such as credit card or e-wallets and documents in evidence of source of funds/wealth. 

Where applicable the Company reserves the right to credit you back using the same method as you have previously used to deposit. 
Wins are credited to your personal User Account. 

The maximum amount for withdrawal depends on the payment method you use. If the requested amount exceeds the limit of a particular payment system, the amount will be withdrawn in installments.  

Upon requesting a withdrawal of winnings the Operator reserves the right to payout the requested amount up to a maximum of $100,000 (One Hundred Thousand CAD) per month or equivalent in the respective currency. This limit does not apply to winnings from networked progressive jackpots.  

Transfer of funds between players is strictly forbidden. 

In order to withdraw any amount of money from a player account, the full amount of the deposit must be wagered at least once. LCKY reserve the right to impose a 30% processing fee if any circumstance authorized by them warrants a withdrawal before the full amount is wagered. 

Anti-money Laundering Reporting 

Player awareness of any suspicious activity relating to any of the Games provided on the sites must be reported to LCKY immediately. 
In order to perform any transaction LCKY may undertake any such verification checks as may be required by the Company or by third parties (including, but not limited to, regulatory bodies) to confirm the legal ownership and the origin of the money implicated, the identity of the applicant and to comply with the existing Anti Money Laundering Provisions. 

LCKY will monitor accounts and report any suspicious transactions to the relevant competent authorities in Ontario. 

LCKY reserves the right to block, close or suspend a User Account and withhold funds if requested to do so in accordance with the Prevention of Money Laundering Act. 

Inactive User Accounts 

An inactive/user account “dormant account” is an account that has not been accessed for 12 months, and that has a real money balance.  

If the dormant account has a positive balance that is deemed available to you in accordance with the withdrawal terms, we will use reasonable efforts to notify you via the contact details you provided to us to advise you of the account balance. You will be able to log in to your account at any time to withdraw your available funds. 

Closing of User Account 

If you wish to close your account, you may do so at any time by contacting customer support via e-mail from its website or under your user profile. The Company will return to you all funds from your User Account subject to the deduction of relevant withdrawal charges. If the closure of your account is related to concerns about possible gambling addiction, this shall be indicated. 

LCKY reserves the right to terminate your User Account and to refund to you the balance available to wager, subject to the deduction of relevant withdrawal charges, at the Company’s absolute discretion and without any obligation to state a reason or give prior notice. 

If we discover or have reasonable grounds to believe, that you are engaging, or have engaged, in one or more of the following activities:  

  1. cheating (including by counting cards or exploiting a game or game fault); and/or 
  2. colluding with others or distorting normal gameplay in any way (including by working together to exploit a game or game fault, using "bots" or similar software, or manipulating software); and/or 
  3. fraudulent behavior or criminal activity (including money laundering or credit card fraud); and/or 
  4. deliberately breaching these Terms and Conditions in your use of the Website or participation in the games, then we may conduct an investigation and restrict your account pending its outcome (including any pending withdrawal request).

If, after investigating, we reasonably believe that you were engaging in one of the above activities, we will close your account. We may also close your account in the following circumstances:  

  • you do not pass the verification or source of funds checks to our reasonable satisfaction;   
  • we reasonably believe that you are underage, or  
  • you have provided false or misleading information to us.   

We may provide your personal information to a third party investigating your activity or account (as set out in our Privacy Policy). 

Responsible Gambling 

Underage gaming 

PLEASE NOTE THAT ANYONE UNDER THE AGE OF 19 YEARS OLD FOUND TO BE USING THE SERVICES, AS WELL AS ANYONE WHO FACILITATES SOMEONE UNDER THE AGE OF 19 YEARS OLD USING THE SERVICES, MAY BE REPORTED TO LAW ENFORCEMENT or iGaming Ontario AND MAY BE SUBJECT TO OTHER LEGAL PENALTIES. 

LCKY supports responsible gambling. You can learn more about Responsible Gambling, prevention of gambling addiction, and be guided to professional help on the site under "Responsible Gambling" on the site footer page. 

Our Software is designed for amusement purposes. If you feel that you have, or may have a problem with habitual or compulsive gaming we advise you to avoid gambling on all the Company's Websites, or any other gaming ventures, and to seek professional help. If you have been diagnosed with any form of compulsive gambling disorder, the Operator strongly advises you not to engage in any gambling activities and to avoid the software regulated by these Terms and Conditions. 

Limits 

At any time you may choose to impose limits to your gambling: limits on deposit or limit your session time. Please see https://luckycasino.ca/responsible-gambling for further information. 

Players can set daily, weekly, and monthly limits. No matter the amount set from daily, weekly, or Monthly the Lowest limit will apply.  

You may at any time change or remove your limits. A decrease in limits will take immediate effect. If you wish to increase or remove the limits, this will come into effect after 24 an hour cooling-off period. 

Self-exclusion 

Customers can apply a self-exclusion by selecting Self Exclusion in ‘my account’ and Responsible Gambling. players select from the following periods: 

  • 6 months  
  • 1 year  
  • 5 years    

As soon as you self-exclude, the account will be immediately logged out, and unable to log in for the duration of their exclusion.  
Regardless of the length of Your self-exclusion period, once a self-exclusion period terminates, you will be allowed to commence wagering with the Company and also receive marketing materials. 

You need to withdraw your balance before excluding your account. If your balance exceeds Ten CAD (10$) or the equivalent you will be able to request a withdrawal, to withdraw your balance under $10 you will be subject to a 5 CAD processing fee and will need to contact Customer Support. 

Bonus funds due to you after your account has been closed will be manually withdrawn and sent to the payment account registered in your account. 

In requesting self-exclusion, you agree to provide full and accurate personal details, now and in the future, so Your access/use of the Website and the Software can be restricted. If You do choose to self-exclude, we will use all reasonable endeavors to ensure we comply with Your self-exclusion. However, in agreeing to self-exclude, you accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, the Operator has no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. 

Obligations and rules for use of Chat 

As part of your use of the site, LCKY may provide you with a chat feature, which is moderated by us and subject to controls. We reserve the right to review the chat and to keep a record of all statements made on such facility. Your use of the chat facility should be for recreational and socializing purposes, and is subject to the following rules: 

  • You shall not make any statements that are sexually explicit or grossly offensive, including expressions of bigotry, racism, hatred, or profanity;  
  • You shall not use offensive usernames or screen names when registering or logging in;  
  • You shall not make statements that are abusive, defamatory or harassing, or insulting to the operators of the site;  
  • You shall not make statements that advertise, promote, or otherwise relate to any other online entities.  
  • You shall not make statements about LCKY or any other internet site(s) connected to LCKY that are untrue and/or malicious and/or damaging to LCKY.  
  • You shall not collude through the chat rooms or separate chat. Any suspicious chats will be reported to the Authority.  

In the event of you breach any of the above provisions relating to the chat facility, LCKY shall have the right to remove the chat room or immediately terminate your Users Account. Upon such termination, LCKY shall refund to you any funds which may be in your User Account over and above any amount which may be owed to us at such time (if any).  

Exceptional Circumstances & Aborted Games 

LCKY reserves the right to cancel, and/or declare a wager void partially or in full if the Company, at its own discretion, would deem it obvious that any of the following circumstances have occurred:  
– you, or people associated with you directly or indirectly influence the outcome of an event; 
– you and or people associated with you are directly or indirectly avoiding the rules of the Company; 
– the result of an event has been directly or indirectly affected by criminal activity; 
– wagers have been placed that would not have been accepted otherwise, but that was accepted during periods when the mistake, misprint, technical error, casino system malfunction, force majeure, or otherwise, wagers have been offered, placed, and or accepted due to this error. 
– wagers have been placed and purposely left pending/on hold with the intention of manipulating the casino system  LCKY is not liable for any damages or losses deemed or alleged to have arisen out of or in connection with any of the software or its content; including without limitation, loss or corruption of data, delays or interruptions in operation or transmission, communication or lines failure, any person’s misuse of the site or its content or any errors or omissions in content. 

LCKY is not liable for any server disruptions, downtime, lagging, or any technical or political disturbance to the gameplay. Refunds may be granted to players in such cases. 

In case of a misconfigured bonus campaign or pay table and/or error in gaming software in any way, the Company reserves the right to alter player balances and account details to correct such mistakes. 

Should the player become aware of possible errors or incompleteness in the software, in a bonus, or on the site, he or she agrees to refrain from taking advantage of them. Moreover, the player agrees to report any error or incompleteness immediately to LCKY.  

In the event a game is started but miscarries because of a failure of the system, LCKY will refund the amount wagered in the game to the user by crediting it to the User Account or, if the account no longer exists, by paying it to the user in an approved manner; and if the user has an accrued credit at the time the game miscarried, credit to the User Account the monetary value of the credit or, if the account no longer exists, pay it to the user in an approved manner. 

LCKY reserves the right to remove any game from the site at any time. Any event or game that indicates incorrect behavior affecting payout, game data, or other balances, which may be due to misconfiguration or a bug, will be canceled and removed from the site. The Player(s) balances and account details may be altered in such cases in order to correct any mistake. 

LCKY reserves the right to retain payments if suspicion or evidence exists of manipulation of the casino system. Criminal charges will be brought against any user or any other person(s), who has/have manipulated the casino system or attempted to do so. 

Refunds may be given in case of exceptional circumstances, in such cases, they will be given solely at the discretion of the management. 

Should the player wish to report to us any possible errors or incompleteness in the software, in a bonus or on the site, or activities related to collusion and cheating, including the suspected use of bots this can be made by contacting Customer Support via Email, chat or by calling +1 (807) 797-0040.

Complaints 

Complaints are handled in accordance with Canadian and Ontario Law and should be sent to the Customer Support department and escalated to the Customer Support Manager where needed.  

Complaints can be made by contacting Customer Support via Email, chat, or by calling +1 (807) 797-0040.

Customer Support will respond to any complaint as quickly as possible and not later than within 5 business days of the complaint being received (max time for response is 10 days).   

We will keep the customer informed at regular intervals of the progress of the complaint giving an estimation of the time needed to investigate and resolve the complaint. 

ADJUDICATION 

If you remain unsatisfied, you may refer your complaint to iGaming Ontario (iGo) customer care and dispute resolution (“CCDR”) at https://www.agco.ca/about-agco/contact-us/feedback-and-complaints. The CCDR allows players who have serious concerns, allegations, or disputes related to the products, services, or actions of an Operator. 

Player allegations of serious concerns and Player Disputes brought forward to iGO will be reviewed and where appropriate, iGO will work with us the Operator, and you on remedies to achieve resolution. 

iGO will not directly address concerns where the allegation is regulatory or criminal in nature and will refer these matters to the appropriate authorities. 

iGO will refer complaints for regulatory matters to the Alcohol and Gaming Commission of Ontario (AGCO) (e.g., allegations of integrity, and marketing complaints).

Special Conditions 

General 

All Games offered on the site may have its specific or additional rules and conditions. The rules linked from this page are an integral part of these Terms and Conditions. You shall be deemed to have accepted the special rules upon clicking the ‘CREATE ACCOUNT’ button on this page. 

Intellectual Property 

LCKY and related companies own the rights to all software, user interfaces, and graphic features available to you. These are protected by Copyright laws and you may only use the sites for your personal use in accordance with the Terms and Conditions stipulated by the Company and laws applicable. 
You will need prior approval by LCKY to in any manner except for private use, display or use trademarks, service marks, trade names, or/and accompanying logos, alone standing or in conjunction with any text, of the site, or of a subsidiary or affiliated company to, or of a company belonging to the same group of companies as, or of the ultimate majority shareholders in, any of the software regulated by these Terms and Conditions. 
Other products (for example Net Entertainment) and service names displayed or referred to at any of the sites may be trademarks and service marks of their respective companies and exclusive property of such respective owners. Without the written consent of the owners or/and holders of the trademark and service marks may not be used publicly. 

Animations, avatars, images, background images, other graphics, photographs, video and audio clips, button icons, streaming data, downloadable materials, data compilations, and software, accessible from the sites licensed or controlled by LCKY are the proprietary information and valuable intellectual property of the company or any party responsible for providing the materials. The Company owns all rights and interests in above mentioned materials. 

The materials may not be copied, distributed, republished, modified, uploaded, posted, or transmitted in any way except for private or personal use without the prior written consent of the Company. 

Declarations and Warranties  

You hereby declare and warrant that: 
You are over 19 years of age or minimum legal age as stipulated in the laws of jurisdiction applicable to you and, under the laws applicable to you, you are allowed to participate in the Games offered on the site; 
It is entirely and solely your responsibility to enquire and ensure that you do not breach laws applicable to you by participating in the Games.  
You are solely responsible for reporting and accounting for any taxes applicable to you under relevant laws for any winnings that you receive from LCKY Entertainment Limited; 
You participate in the Games for entertainment and/ or recreational purposes only and strictly in your own personal non-professional capacity; 
You participate in the Games on your own behalf and not on behalf of any other person; 
All information that you provide to LCKY during the term of validity of this agreement is true, complete, and correct, and you shall immediately notify the Company of any change of such information; 
All money that you deposit into your User Account is not tainted with any illegality and, in particular, does not originate from any illegal activity or source; 
You understand that you take the risk of losing money deposited into your User Account by participation in any of the Games; 
You shall not be involved in any fraudulent, collusive, fixing, or other unlawful activity in relation to your or third parties participation in any of the Games. You understand and accept that you are prohibited from utilizing any resource or strategy which is designed to provide an unfair advantage. Such prohibited resources may include but are not limited to, third-party software applications and databases as well as websites, web-based databases, subscription services, and the assistance of any other person regardless of whether that person is also the holder of an account. An 'unfair advantage' is defined as the use of gameplay techniques, such as card counting or opposite betting, LCKY may terminate the account and withhold the full balance on the account of any player found to be benefiting from an unfair advantage. 

Using a VPN or proxy to hide or alter the identity of your device is not permitted. 

LCKY reserves the right to terminate and/or, change any games or events being offered on the Website, and to limit and/or refuse wagers.  

Limitation of liability 

You enter the site and participate in the Games at your own risk. The sites and the Games are provided without any warranty whatsoever, whether express or implied. 

Without prejudice to the generality of the preceding provision, LCKY, our directors, employees, partners, and service providers: 

  • do not warrant that the software or the site is/are fit for their purpose;  
  • do not warrant that the software and site are free from errors;  
  • do not warrant that the sites and/or Games will be accessible without interruptions;  
  • shall not be liable for any loss, costs, expenses, or damages, whether direct, indirect, special, consequential, incidental, or otherwise, arising in relation to your use of the software or your participation in the Games.  

You hereby agree to fully indemnify and hold harmless LCKY Entertainment, our directors, employees, partners, and service providers for any cost, expense, loss, damages, claims, and liabilities howsoever caused that may arise in relation to your use of the software or participation in the Games. 

To the extent permitted by law, the maximum liability arising out of or in connection with your use of the Software, regardless of the cause of actions (whether in contract, tort, breach of warranty, or otherwise), will not exceed 100 CAD. 

Breaches, Penalties, and Termination 

If you breach any provision of these Terms and Conditions or LCKY Entertainment has a reasonable ground to suspect that you have breached them, the Company reserves the right not to open, suspend or close your User Account, withhold any money in your User Account (deposits included) and apply such funds on account of any damages due by you in this respect. 

LCKY Entertainment reserves the right to freeze or terminate your User Account or cancel any wagers at our absolute discretion in case the Company suspects that you are in breach of this agreement, have problems with creditors, are engaged in illegal or fraudulent activities when using any of the sites, using the rewards program or in other ways detrimental to our business. 

You acknowledge that the Company shall be the final decision-maker of whether you have violated the Company’s rules, terms, or conditions in a manner that results in your suspension or permanent barring from participation in our site. 

Severability 

If any provision of these Terms and Conditions is held to be illegal or unenforceable, such provision shall be severed from these Terms and Conditions and all other provisions shall remain in force unaffected by such severance. 

Assignment 

LCKY Entertainment reserves the right to assign or otherwise lawfully transfer this Agreement. You shall not assign or otherwise transfer this Agreement. 

Applicable law and jurisdiction 

The General Terms are governed by the laws of the Province of Ontario and the laws of Canada applicable therein. 

The courts of the Province of Ontario will have exclusive jurisdiction in relation to any claim, dispute, or difference concerning the General Terms and any matter arising under them. 

Privacy Policy 

LCKY Entertainment will process your personal information in accordance with our Privacy Policy.

Bonus Policy 

Please refer to our bonus terms by clicking here.

Revision History