Terms&Conditions

Terms and Conditions

Laws and Regulations

GameVillage Bingo is operated by Cozy Games Management Limited (CGML).

The registered office of Cozy Games Management Limited is at 2nd Floor St Mary’s Court, 20 Hill Street, Douglas, Isle of Man IM1 1EU.

Cozy Games Management Limited is licensed and regulated by the Gambling Commission (Number: 038719-R-319347-009) for players in Great Britain, licensed and regulated by the Isle of Man Gambling Commission (company number 006666V) for all other players.

The prevailing language in case of interpretation will be English. Reference to "you", "your", “Player”, “User” or the "customer" is reference to any person using the Website or the services of Cozy Games Management Limited.

References in the Terms to the "company", “Management”, “we", "our", or "us" will relate to the relevant operating and licensed members of the Cozy Games Management Limited and (where relevant) other members of Cozy Games Management Limited in respect of your use of the Service. The term ‘Management’, ‘CGML’, ‘Cozy Games’, ‘CGML’ are synonymous.

These ‘Terms of Use’are governed by the laws of the Isle of Man and subject to the exclusive jurisdiction of the courts of the Isle of Man. Any dispute or claim arising out of or relating to these terms or regulations, the website, the games, any prizes, or the Operator will be governed by the laws and the Courts of the Isle of Man.

Account Policies

Minimum Age

All applicants must be over 18 years of age and of legal capacity to place a bet/wager or register with CGML. The detailed age verification process is mentioned below. Strict checks are implemented at various levels to verify that a player qualifies the minimum required age of 18 years to register and play on this site.

A.Registration phase:
    The registration form requires the following data to create an account. Player warrants and CGML are entitled to verify that:
  • Player has provided their accurate name;
  • Player has provided their accurate address,
  • Player has provided their accurate date of birth,
  • Player has provided accurate other details in the registration form such as email, gender, telephone number;
  • Player is not party to a current self-exclusion agreement with Cozygames;
  • Affirmation of Age before submitting the registration form, an explicit check box needs to be checked that says “I agree to the Terms of Use and confirm that I am above 18 years of age”

B.Website terms and conditions
    The website terms and conditions clearly state the following:
  • Providing incorrect data during registration process or any other stage will result in immediate closure of account and ALL bets will be voided.
  • You are reminded that it may be a criminal offence for You to participate in gambling if You are under 18 years of age ("Underage") or under the age at which gambling or gaming activities are legal under the law or jurisdiction that applies to You.
  • CGML is entitled to verify a player’s age during registration and at any other point. As part of this verification process, CGML may request several supporting documents for age and address verification. Any account that cannot be verified within 72 hours will be frozen.
  • If during age verification the customer is shown to be underage, CGML will return to the customer any money paid in respect of the use of the gambling facilities. No cash balance over & above the deposited amount will be paid to player in such case & same will be forfeited.

C. Deposit phase
    During the deposit phase, our ‘payment gateway’ providers also verify several aspects such as:
  • Age to ensure 18+
  • Player geographical location
  • 7995 coding so issuing banks may identify and reject the payment based on their gambling policy

D.Know your Client
  • A 'Know Your Client' procedure will be carried out on all real money players. As part of Money Laundering requirements, players may be subject to Proof of Identity checks. In accordance with the Online Gambling Regulation Act 2001, no payments shall be made unless the player's identity, age, deposit method and place of residence have been verified. We will request you to provide documentation to verify identity, age &address before processing your withdrawal. Withdrawals would not be processed unless CGML has the documentation, including a photo id on file. Any player who does not submit satisfactory documents will have his/her account frozen, pending verification. Documents acceptable for account verification are: a) Photo ID: A copy of a Passport/ Driving License/ Citizenship Card/ Electoral Card/ National ID card. Please ensure that your name, expiry date, date of birth, and photograph are visible on the documents. b) Proof of address: Utility bill or header of recent bank or credit card statement (Not older than 3 months). Address proof is required to make sure the funds reach the legitimate person and the recipient resides at the address mentioned in the profile. Please note that we may decide to carry out further verification checks (including requesting extra documents or information) to confirm, without limitation, your identity, age and address or payment method details at any time. This is to satisfy our licence obligations, routine security checks and to safeguard the integrity of your account. Post receipt & verification of required documents, account will be released for regular game play & withdrawals will be processed as per withdrawal rules.

E. Third party verification partner
  • CGML uses GB group PLC for address and age verification.

F. Enabling of filters to restrict site access
  • CGML websites contain sitemaps, Metatags and keywords related to gambling such as gambling, bingo, slots etc, to enable filtering software to recognize CGML sites as gambling websites in order to restrict access to relevant pages of the sites.

2. Registration Policy

The services for each user are restricted to only one player per household, irrespective of the number of computers booked under that address. The identifying parameters of a user include any one or more of the following: name, mailing address, e-mail address, computer, IP address, credit card or charge card number as well as any other details needed by the CGML Management Ltd. or any of its white label partners. Those with already have registered accounts, currently or in the past, with the CGML or any of its brands including in-house and partner, shall not create another account, except if the CGML chooses to do so.

CGML reserves the right to decline the acceptance of an account registration at any time at its sole discretion. If an account is closed at CGML discretion, all deposits made by the player will be refunded to the account holder as part of CGML's obligations under the Gaming Supervision Commission's directives. No cash balance over & above the deposited amount will be paid to player in such case & same will be forfeited.

Players using false or misleading information during registration or creating multiple accounts will have their accounts closed and all winnings will be forfeited. Such players will themselves be liable for all loses in terms of deposits.

3. Prohibited Users

CGML does not accept liability for any breach by prohibited players of the applicable laws of their state or country of residence. Players are responsible for adhering to the laws of their lands and abide by them. In case a player is found to be indulged in illegal gaming, CGML reserves the right to annul the wagering and winnings, related to the player.

Players are prohibited to access the website/s from countries which come under restricted access (legally or commercially).

The list of countries that have legal access to our gaming sites and from which business is accepted is available during account opening and can be confirmed through our Customer Support team. The list of countries with whom we engage in business can be amended or edited, at our sole discretion. Players are advised to regularly check the updated list to ensure that they do not access our services from a restricted geo-location.

Players from the countries listed below are prohibited to register and place bets. We sincerely apologise to these customers. The countries are:

Afghanistan, Albania, American Samoa, Arab Jamahiriya, Argentina, Armenia, Australia, Azerbaijan, Bangladesh, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Canada, China, Cook Islands, Cote D’Ivoire (Ivory Coast), Croatia, Cuba, Czech Republic, Democratic People’s Republic of Korea (North), Denmark, Estonia, France, French Guiana, French Polynesia, Guadeloupe, Guam, Herzegovina, Hungary, India, Indonesia, Iran (Islamic Republic of), Iraq, Israel, Italy, Japan, Korea, Kosovo, Lao People’s Democratic Republic, Latvia, Libya, Lithuania, Malaysia, Martinique, Mayotte, Metropolitan & Territories, Moldova, Montenegro, Myanmar/Burma, Nauru, Netherlands, New Caledonia, Nigeria, Northern Cyprus, Southern Cyprus, Northern Mariana Island, Pakistan, Philippines, Poland and Yugoslavia, Puerto Rico, Republic of Korea (South), Reunion, Romania, Russia, Russian Federation, Saint Barthélemy, Saint Martin, Saint Pierre and Miquelon, Serbia, Slovakia, Slovenia, Somalia, South Africa, Spain, Sudan, Syrian Arab Republic, Thailand, Turkey, Ukraine, United States, United States Minor Outlying Islands, Uzbekistan, Virgin Islands (U.S.), Wallis-et- Futuna, and Zimbabwe.

4. Transfer of Accounts and Funds

Any act of selling, transferring and/or acquiring accounts to and from other players, is strictly prohibited by CGML. Players are also prohibited from transferring funds to and among player accounts.

5. Account Disable/ Termination

At any point in time, if the Management comes to know/suspects or is informed of any of the below mentioned violations; Management reserve the right to terminate a player’s account, withhold the amount present in the account or annul any winnings.

a. A player provides incorrect or misleading information during registration deliberately

b. A player holds more than one active account with the site in his/her name

c. There is complete mismatch between the name mentioned in a player’s account & the name on the credit card(s) used to make deposits in the account

d. An unauthorized person is allowed; by the player (intentionally or unintentionally) to play through his/her registered account

e. A player has opted for self-exclusion on any website operated by the CGML

f. Against any of his/her deposits a player has raised a "charged back"

g. A Player has employed or made use of a system (including machines, robots, computers, software or any other automated system) designed to defeat or capable of defeating the Software

h. A player indulges in abuse of any promotional offers, special schemes or bonuses

i. A player abuses game related schemes/ programs in order to reap the maximum from a game-play

j. If in a previous case, a player’s account has been terminated due to failure in adherence to these terms of use, across any website operated by CGML, & the player’s current account is associated with the existing terminated accounts, CGML reserves the right to block the player’s existing account

k. An account or groups of accounts are synchronized to function systematically – for example using unique wagering techniques or wagering in groups or in a specific pattern

l. Any account, operated by CGML, is not being used for the purpose of playing on our websites

m. A suspicion & subsequent evidence reflects that a member is abusing any of our bonuses and promotions in any way

n. If a player is found to be abusing/ taking undue advantage of our free spins and free games

o. A player is directly/indirectly involved in Money Laundering (including aid to terrorist funding)

p. If a player is involved/supporting/directly or indirectly associated with any criminal activity or activities prohibited by the law

q. A player declares bankruptcy or is facing any such proceedings against him/her in any geographical territory

r. Players’ account is under investigation for any of the aforementioned or other reasons

In case of the aforementioned cases, CGML has the right to inform the applicable legal authorities or external parties (this includes other gambling operators) and provide the relevant Player information in accordance with the Isle of Man Data Protection Act 2002.

7.Account Closure or Self Exclusion
In the event of Account Closure or Self exclusion, initiated by the player or by CGML, the real money balance in the account would be paid to the player, either:
  • Directly through a payout, as per the eligible payout terms
  • Or, through a refund of the deposits made on the site, by deducting any previous withdrawal amounts.
8. Inactive/ Dormant Accounts

The accounts which do not see players transact (deposit/wager) for 30 days or more will be termed as ‘inactive’. If a player does not transact (deposit/wager) for a period of 91 days or more, it will be considered ‘dormant’. These accounts will be entitled to maintenance charges (non-refundable) as per the rates mentioned below, till the time when account balance comes down to zero.

  • Inactive for 30-90 days - £5 per month
  • Inactive for more than 90 days - £10 per month

Before any positive balance is transferred out of a dormant account, we will use reasonable efforts to notify you via the most current contact details you provided to us. Self-Excluded & Take a break accounts will be exempted from Dormant policy & Maintenance charges.

Players shall not treat CGML or Deuce Gaming Group as a financial institution nor expect to receive any interest on their deposits or balances.

9.Fraud

a.Fraud refers to any deception that has been committed by a player or a person/s on behalf of the players or conspiring along with the player and includes activities like providing misleading or false information during registration, plan to gain undue advantage, illegal usage of funds not belonging to the player which includes the usage of a payment method which is either unauthorized, stolen or illegally duplicated.

b. If a player is convicted or suspected of committing fraud, the Management will take strict legal action against the player which can tantamount to denial of payments & reporting the player to the concerned authorities.

c. In the event of any losses incurred by CGML due to a fraud committed by a player; the player would be held responsible to pay us, on demand, all costs, charges or losses borne by us. The charges would include any and all direct, indirect or consequential losses, loss of profit and reputation, which has been resulted due to the player’s direct/ indirect fraudulent activities, or any criminal act.

d. If we are informed/suspect or become aware that a player has wagered with or played at any other online gambling site or have conspired (includes in relation with charge-backs) for any unlawful activities, the Management would consider this act as a fraud committed by the player.

11. Account Disputes

If you have any complaint with regards to our services, you must submit your complaint in writing to support@luckyducknetwork.com. Once received, we aim to provide a response to your complaint within 48 hours.

Upon response to your complaint, we will consider the complaint closed. If you are not happy with the outcome of your complaint you have the right to raise your complaint further. Any complaint that cannot be resolved to your satisfaction will be passed to CGML senior management for further review.

If after this point the complaint cannot be resolved by management we would consider the complaint a dispute.

At this stage, would invite you to contact our alternative dispute resolution (ADR) provider, eCogra.

eCOGRA

eCOGRA is a dispute resolution service provider who Cozy Games Management Limited has appointed as an independent entity to offer alternative dispute resolution facilities for disputes (namely any complaint which relates to the outcome of a complainant's gambling transaction and is not resolved at the first stage of Our complaints procedure).

eCogra can be contacted via the following details:

Email: info@ecogra.org
Telephone: +44 20 7887 1480
http://ecogra.org/ata/policies_procedures.php

Please note that eCogra may reject complaints referred for dispute resolution on the basis they are frivolous or vexatious. The dispute resolution facilities provided shall be free of charge to you.

Players residing in Isle of Man may lodge a complaint with the Isle of Man Gambling Supervision Commission.

Please note that in the event you may have any claim or dispute which involves players that do not play in the United Kingdom, eCOGRA'S dispute resolution services as stated above will not apply to you., However, if such other player plays in any EU member state other than the United Kingdom, you can refer the gambling transaction dispute through the European Commission's Online Dispute Resolution

Banking

1. Deposit Methods

You can fund your account to play the games using Visa, Visa Electron, MasterCard, Maestro, Paypal, Ukash, Paysafe card, and Neteller. A minimum deposit of £10 and a maximum of £500 can be done per transaction via all payment methods. Credit betting is not permitted on the website. Players can only use a payment method that is registered in player’s own name. If a player made a deposit using a payment method which is not in their own name, CGML has right to close the account and all the balance will be forfeited.

Players will be unable to make a deposit if their account balance exceeds £100.

2. Interest / Consideration

Players shall not consider CGML as a financial body & no interest will be paid on their deposits or balance amount.

3. Withdrawal charges in case of insufficient play

If the wagering is less than 1X of deposit & player decides to withdraw part or whole of their balance, CGML levies applicable charges to take care of payment processing fees, which will be debited from the available balance in players’ account as detailed under:

  • Payment processing charges due to insufficient play: 5% of withdrawal requested amount
  • Aforementioned charges will not be applicable in case of self-exclusion or account closure
4. Refund

Any refund request must be made within 24 hours of the purchase, by an email to account@luckyducknetwork.com. Such requests should be sent via registered email ID only. Following details are required to initiate refund requests:

a) A valid reason for Refund Claim

b) b) Valid photo id proof, address proof and front copy of credit/debit card by which the transaction has been made. Should you choose to fund your account using multiple credit and/or debit cards during last 6 months, you may be asked to supply copies of more than one card. You may block the middle six numbers of the card copy.

After a player’s mail is received, the investigation would start. The standard time to process the request takes 3-4 working days, from the date of request. In case the refund request has been accepted, processing charge of £2 per request is applicable.

The refund value would be calculated based on the remaining balance (Cash) in the account, apart from the winnings. The wagering done by a player and the winnings resulting out of that deposit would not be eligible for refunds.

5. Suspicious Transactions

As part of fraud prevention program, transactions are monitored and checked. If we determine or suspect that a transaction is suspicious and involves or may involve financial crime or similar activity, we reserve the right to void the amount of that transaction and any other transaction made by you.

Management has the obligation under the license to report suspicious activity to the Authority and reserves the right to report such activity to the police or relevant authorities

6. Protection of Customer funds

Cozy Games maintains separate bank account for the player's dealings and business dealings. Any funds deposited with us are held by our bank in designated client accounts separate from our own accounts, but still they would form part of the assets of the business in the event of insolvency. Designated client accounts are proactively monitored and periodically audited by independent internal and external audit teams. This satisfies the UK Gambling Commission’s requirements for the segregation of player funds at the level of Basic Protection.

A business rule which is integral part of firm’s internal checks and controls is that the player account is always maintained at 102% of player liability as determined on the close of previous month which includes:

a. Cleared funds deposited with the licensee by customers to provide stakes in, or to meet participation fees in respect of, future gambling,

b. Winnings or prizes which the customer has chosen to leave on deposit with the licensee or for which the licensee has yet to account to the customer, and

Above protection level also meets the requirement of the Isle of Man Gambling Supervision Commission's regulations on the protection of player funds via a client account.

Marketing

Subscription

By registering and accepting the “Terms of Use”, the player is confirming that he/she has subscribed to receive Promotional emails, Calls, SMS and Mail to inform player about any promotions that we or our partners may have to offer. The terms of these promotional offers (Promotional terms) will be clearly stated for each individual promotion. It is your responsibility to ensure that “promotional terms” are fulfilled in order to qualify for the respective bonus, credit or prize and also to facilitate any subsequent withdrawal. These “promotional terms” are to be read in conjunction with “Terms of Use”. If there is any ambiguity between “Terms of Use” and “Promotional Terms”, then “Terms of Use” will prevail. Promotional offers are restricted to one per player, unless otherwise stated in the terms. Should the player not wish to receive this information they should contact live help or email support team giving their full contact details or use the unsubscribe feature from any email received. Please turn off browser notifications if you have allowed it for the website to avoid any notifications to appear randomly in the browser after unsubscribing from marketing and after setting a time-out or self-exclusion.

Testimonials

Testimonials are not mandatory for any activity. Players may choose to provide a testimonial voluntarily or on CGML request. Should a player choose to provide a testimonial, below terms shall apply.

a) Your first name, first letter of your surname, username town or city, county, country, avatar and/or user image and details of your winnings as well as any content, competition entries, photographs, footage, audio recordings and quotes (including, but not limited to, any taken from telephone conversations, email correspondence or the chat facility) provided by you to us (“Publicity Content”) may be featured on the Website and used in marketing and publicity undertaken by or on behalf of us. You also agree that if you close your Member account, we may continue to use such Publicity Content; and

b) If you later agree to be filmed, photographed or recorded, you give your irrevocable consent to being filmed, photographed and/or recorded (the “Contribution”) for the purposes of producing audio, visual and audio visual material for inclusion in marketing and publicity material, which may be used, edited, distributed and exploited in more than one country and in any media (including, but not limited to, print, television and internet). You agree that you are happy to feature in such marketing and publicity material at no cost to us. You also agree that if you close your Member account, we may continue to use such Contribution.

Conditions a & b above will be waived upon a written request by the player. Under Bonus Rules add these points

Withdrawal Rules

When playing with us, we want you to have the most enjoyable experience possible. So, to make sure there're no misunderstandings between us, we have a set of house rules. That way, you know what you’re agreeing to, we’re clear about what we’re offering, and we’ll hopefully both enjoy each other’s company for a long time to come!

Withdrawal Terms & Conditions

Who Can Request a Withdrawal?

1.  Withdrawals can only be made by real-money players, who have made a minimum deposit of £10 to their account. Free Accounts cannot request a withdrawal.

2.  In order for you to request a withdrawal, you must wager the value of your deposit plus any deposit bonuses claimed, four times (4X) on  bingo games and forty times (40X) on slots. Bonus play on slots contribute to 50% towards wagering requirement.

E.g. If you deposit £10, and receive a £20 bonus on the value of that deposit giving you a total of £30, you will need to wager the total amount of £30 X 4 (four times) equal to £120 on bingo games or £30 X 40 (forty times) equal to £1,200 on slots.

E.g., If you wager £10 bonus on slots only £5 bonus will be considered towards wagering requirement.

3. Daily login bonus, chat bonus, Bingo bonus, free tickets/free spins and any other promotional bonus given to player except deposit bonus will comes under Free money category, you must wager the sum of these bonuses, four times (4X) on bingo games, or forty times (40X) on Slots. Bonus play on slots contribute to 50% towards wagering requirement. 

4. Casino cash can be used only on slot games. Casino Cash is given as a promotional bonus to player except deposit bonus will come under Free money category, you must wager this bonus twenty times (20X) on Slots.

Eg., if you play with £20 casino cash on slots, wagering requirements of £20 X 20 (twenty times) = £400 is applicable.

5.  Play on Blackjack, Roulette and other games does not count towards wagering requirements

6.  Please note that the wagering calculation done by Wagering dashboard is estimated wagering. Final wagering status will be checked by accounting team while processing withdrawal requests.

7.  If you opt for No Bonus option at the time of deposit, you will receive no bonus on your deposit. No wagering requirements will apply on the corresponding deposit. You can withdraw the deposit/ winnings amount subject to conformance to withdrawal rules. 

8. To prevent fraud, we require you to send us valid proof of ID, copy of credit cards and residential address (phone or utility bill, etc.). The details shown on these documents must match those shown on your account profile (name, address, phone number, and email address.) You can send legible copies of your documents to us by email to support@luckyducknetwork.com or by Fax to +44-207-900-1707. In the event you provide us with invalid details, you may risk your account being closed, and any balance being forfeited.

a) Photo ID: A copy of a Passport/ Driving License/ Citizenship Card/ Electoral Card/ National ID card. Please ensure that your name, expiry date, date of birth, and photograph are visible on the documents.

b) Copy of Credit/debit cards: A copy of the front of the credit card used to fund your account is also required. Should you choose to fund your account using multiple credit and/or debit cards, you may be asked to supply copies of more than one card. You should block the middle six numbers of the card copy. You’re warned to never share the back side of the credit/ debit card.

c) Proof of address: Utility bill or header of recent bank or credit card statement (Not older than 3 months). Address proof is required to make sure the funds reach the legitimate person and the recipient resides at the address mentioned in the profile.

Note: In some cases, depending on the payment method used to fund your account, you may be asked for one or a combination of the aforementioned documents, or additional documents not included in the list above. These documents may be requested at any point during your membership with us.

What are the Minimum/Maximum Withdrawal Amounts?

  1. The minimum withdrawal amount is £10.
  2. In case of withdrawal request without sufficient play (wagering requirement of 1X of deposit), processing charge of 5% is applicable which will be automatically deducted from the withdrawal amount requested. There are no processing charges for withdrawal requests where wagering requirement has been met.
  3. Weekly Withdrawal limits: Players are allowed to withdraw two times of their average weekly deposit value during previous 4 weeks (Excluding week of withdrawal request) or £500/week, whichever is higher. Week is defined as between Monday 00:00:00 AM to Sunday 23:59:59 PM GMT.
  4. Only one processed withdrawal will be granted every 3 working days (withdrawals will not be processed during bank holidays & weekends).
  5. If you win a bingo or slots progressive jackpot, you will be paid £1,000 each week till the winnings get exhausted.
  6. We reserve the right to decrease the withdrawal limits for players who are found to be taking unfair advantage of the house bonus policy.
  7. If you wish to withdraw less than the minimum withdrawable amount (£10), it is only possible as part of the account closure process.

How quickly will my Withdrawal Request be processed?

  1. We process withdrawal request daily on working days (Monday to Friday). We aim to process your withdrawal request within 3 working days after the request has been received.
  2. Bank processing times are approximately 5-7 working days. However, some payment methods may take a longer processing time. If you'd like more information on this matter, please contact us at account@luckyducknetwork.com

What Payment Method can I Use for a Withdrawal Request?

Withdrawal requests will be paid to the funding source first used by the player within a period of 6 months, from the time of making a deposit.

Listed here are the various scenarios illustrating the usage of payment methods over the period of the last 6 months.

  • a) If a player has only used one funding source within the last 6 months then the withdrawal will be processed to that funding source only.
  • b) If a player has not used any funding source to fund his account during the 6 month period preceding the withdrawal date, then the withdrawal will be processed to the funding source last used by the player to fund the account.  Such withdrawal requests should be manually reviewed and approved.
  • c) If a player has used several funding sources to fund his account over the period of 6 months. Any withdrawal request should be paid to the funding source first used by the consumer within the 6 months. However, if the first funding source used to fund the player account has been deactivated or has become inactive (such as through card expiration or bank account closure), the second funding source should be used.

Exception for Paysafe Card and Mastercard Withdrawals:

Paysafe Card Withdrawals

If you deposited using Paysafe card, we will first advise player to register any other credit/debit card, so that the withdrawal can be transferred within 24-48 working hours.

Mastercard

Most of the MasterCard issued in United Kingdom are supported for withdrawals with few exceptions as per guidance from MasterCard. We also do not support withdrawals to masterCard not issued in United Kingdom. Therefore, if you make a deposit to your account using MasterCard, we will first try to process withdrawals to the same card. However, if withdrawal is rejected by Mastercard, we will advise you to register any other credit/debit card so that the withdrawals can be transferred within 24-48 working hours.

Intimation in case of Loss /Theft of card

In the event that a credit or debit card that you have used to fund your account is lost, stolen, expired, cancelled or should the status of your e-wallet change, please inform us by contacting us via live help as soon as possible from your registered email ID. We will disable any transactions from the card within 48 hours of request. If withdrawal has been made to any closed/lost/stolen/expired/cancelled card and withdrawal was successful, then we will not be able to reverse the withdrawal and player will be responsible for any such loss.

We strongly recommend to players to block any transaction by contacting their bank & we will not be liable for any processing of transactions on the stolen card. It is mandatory to update to  account@luckyducknetwork.com about a credit or debit card that you have used to fund your account is lost, stolen, expired, cancelled immediately.

What Happens if I Cancel my Withdrawal Request?

If you cancel your withdrawal request (known as a flow-back), this will not be considered as a new deposit, and the amount is therefore not eligible for any new bonus. Post processing of flow-back, your cash account will be credited with the amount for which withdrawal was cancelled

Player Protections

Responsible Gaming

All players can set limits in the form of deposit limits, spend limits or loss limits for the duration of 24 hours, 7 days or one month. If you wish to change your limits you can do so by contacting any member of the customer Support Team or set them yourself by going to Responsible gaming tab.

Player Responsibility

It is the responsibility of the player to ensure that they understand and comply fully in respect to any national and international laws, regulations or directives, etc. applicable to the player for online gaming.

If any rules are not clear players may wish to contact our Support Team before making any real money transactions.

It is the player's responsibility to keep their username and passwords secure at all times, ensuring the prevention of any unauthorized use, and therefore accepts liability for any damages which may be caused by the misuse of their account. All wagers placed including pre-buy are final. In case of any dispute, the Management decision will be final.

Customer Support

All player queries made by support tickets will be answered within two working days. We allow players three ways to contact Customer Support. Players may open a ticket via the Helpdesk, contact Live Support, or send an email request to support@luckyducknetwork.com. We recommend that the account holder copies all transaction data, the rules of the game, the cancellation regulations, and the payment methods in order to avoid misconceptions and discussions at a later time, and keep them in an easily accessible place.

Games Rules

Our site server time is set to Greenwich Mean Time (GMT). Therefore, all game logs, server time & any other on site communication will display times in GMT

By playing our games, players agree that they do not find them offensive, unfair or indecent.

Any stakes that players place (including pre-purchased bingo tickets) are non-refundable, unless a system malfunction occurs. In these cases, all stakes placed on the particular game being played at the time of the malfunction will be refunded. Lucky Duck Network and Cozy Games have no obligation to repay players who abuse these occurrences. Therefore, an alternative may be deemed suitable depending on the individual circumstances.

Where there are instances of prizes being shared by more than one player, the prize or jackpot will be split equally among all the winners.

If a query arises as a result of a gaming session where there is a mismatch between player records and the data recorded by our servers, the latter will be considered correct.

In the event of any disagreement between players and Lucky Duck Network, the Management’s decision will be considered final.

If a game is interrupted due to connection loss during free spins or bonus rounds, the game will resume the remaining free spins or the pending bonus rounds on reopening.

If a game is interrupted due to connection loss, 'Balance' and 'Win' information can be viewed on the reconcile report.

Game RTP Details
GAME TYPE RTP (%)
Slots 94-96
Casino 96-99
Scratch 93-94
Bingo 75-80
Note: - RTP percentage may differ for each game.
Auto Play for Slots:
  • AUTOPLAY automatically plays the game for the selected number of rounds. You can select x10, x25, x50, x75, or x100 spins.
  • Autoplay can be stopped at any time by re-pressing the Spin (Stop) button.
  • You may be offered additional options to stop Autoplay session.
  • The Autoplay pauses for Free Spins, it will resume when the feature ends.
  • Autoplay stops for Jackpot wins.
Auto Play for Bingo:
  • Bingo is played in “autoplay” as default mode, whereby the Account Holder will always be notified of a winning Bingo ticket. Free money contribution to Jackpot
Bonus Only Bingo Rooms:
  • Player can play only with Bonus & free tickets on these rooms, all winnings will be in cash.
Cash Only Bingo Rooms:
  • Player can play only with cash balance on these rooms, all winnings will be in cash.
Free money contribution to Jackpot
  • The jackpot prizes would increase only if wagers are made with cash funds. All other bonus play (virtual currency) does not increment jackpots.
  • In lieu of any game cancellation, wagered amount will be refunded to the players
  • Bonus Rules

    Bonus and Bonus winnings Policy:

    Bonuses are offered to players based on various activities such as: Successful registration, deposit, welcome back etc. Players have the choice to accept or decline such bonuses.

    Winning limitation from Bonus Play

    Bonus is Free Money given by the house. Accordingly, there will be a cap on maximum winnings that may be earned from such bonuses. Unless otherwise specified, the maximum winnings eligible from Bonus play is 5X value of the claimed bonus capped to £500.

    Example:

    1. If a player claims £20 as bonus, they may have a maximum winning of £100

    2. If a player claims £120 as bonus, they may have a maximum winning of £500

    All winnings above the £500 or 5X threshold shall be voided.

    Bonus & Bonus play winnings Expiry conditions:

    All bonuses carry a Wagering requirement and Expiry date. Player must meet the wagering conditions prior to the expiry date for any Bonus Winnings to be released as cash into winning account. Otherwise all such bonuses and respective bonus winnings shall expire.

    Restricted games for bonus play

    Third Party Slot Games, which are not owned by CGML, do not offer bonus play to the players. To identify such games, players need to login and hover the mouse on the game name. If only 'Casino Cash/ Cash' mode is visible then it indicates to be a Third Party Game. For all CGML owned games, players would see both 'Casino Cash/ Cash' and 'Bonus' mode.


    The type of bonuses offered and how winnings will be treated from such offers is detailed below:

    List of Bonus Currencies

    a. Bingo Bonus:

    The bingo bonus amount is credited to a player’s Bingo Bonus Balance and can be staked on bingo only.

    Winnings on bingo are credited to the player’s Cash Balance and are eligible for withdrawal, subject to wager requirements and withdrawal rules being met.

    All Bingo Bonuses will expire within 14 days of credit, unless otherwise stated within offer terms. Players must use or lose the bingo bonus before the expiry date.

    b. Casino Bonus:

    The casino bonus amount is credited to a player’s Casino Bonus Balance and can be staked only on slots and casino games.

    Winnings on slots and casino games are eligible for withdrawal, subject to wager requirements and withdrawal rules being met.

    All Casino bonus will expire within 14 days of credit, unless otherwise stated within offer terms

    c. Free Tickets:

    Is virtual currency that has no cash value. All Free Tickets are for Bingo game play only and cannot be traded for cash or withdrawn.

    Each Free ticket has a notional value of 5p (£0.05). Free tickets can be used to buy Bingo tickets. Any winnings derived from playing Bingo using Free Tickets will be credited as Cash to your winnings account.

    - Free tickets will expire within 7 days of credit, unless otherwise stated within offer terms

    d. Free Spins:

    Is virtual currency that has no cash value. All Free Spins are for eligible Slots game play only and cannot be traded for cash or withdrawn.

    Free spins notional value varies from offer to offer. Please check the offer terms carefully.

    Free spins are offered as vouchers. A voucher may be eligible to play one or more pre-selected games. However once a voucher is used to play a certain game, the entire voucher must be used for the same game.

    In case a player has claimed multiple free spin vouchers for the same game, only the first voucher (i.e. first claimed) may be used. Upon exhaustion of the first voucher, the next voucher can be used. Vouchers usage follows a First In, First Out principle.

    Free spin vouchers expire within 10 days, unless otherwise stated within offer terms.

    Any corresponding winnings from free spins will be credited as Casino bonus having a 14 days’ expiry, unless other stated within offer terms. All such Casino bonus will carry the standard Wagering requirement and expiry condition as detailed in the Casino bonus section.

    Order of currency usage while playing games

    Player accounts have the below currencies. This section details how the currencies are used while playing certain games.

    Bingo Games (playing in Bingo Bonus mode, Bingo only Rooms):

    While playing Bingo games in Bonus mode the order of consumption of currencies is listed below:

    1. Bonus.

    2. Free cards.

    Slots and Casino Game (playing in Bonus mode):

    While playing Slots and Casino Game in Bonus mode, the order of consumption of currencies is listed below:

    1. Bonus

    Bingo Games (playing in cash mode):

    While playing Bingo games in Cash mode the order of consumption of currencies is listed below:

    1. Cash.

    2. Winnings from Bonus play added in cash balance.

    3. Winnings from Free tickets added in cash balance.

    Slots and Casino Game (playing in cash mode):

    While playing Slot and Casino Game in Cash mode, the order of consumption of currencies is listed below:

    1. Cash.

    2. Winnings from Bonus play added in cash balance.

    3. Casino Cash.

    Free spins can be used only on specific slots games whenever awarded to any player

    Promotions

    Promotions are offered to players from time to time. Please read offer related terms carefully before accepting. CGML reserves the right to discontinue any promotions.

    Registration Bonus:

    CGML offers a registration bonus for New Players. The below terms & conditions shall apply.


    Who can receive the Registration Bonus?

    1. Offer is valid for new players, 18+ only,

    2. Only one account per person per household holding a valid Credit / Debit Card is allowed.

    How to claim the Registration Bonus?

    Once registration is completed, you will be asked to register a valid Credit or Debit card.

    If your card is successfully validated as genuine by the bank, you will receive the registration bonus as Bingo Bonus.

    If you do not have credit or debit card, you may make your first purchase using any other deposit method. Once your First deposit is successful, you will receive the Registration Bonus along with your First Deposit bonus if any.

    Significant Limitations of Registration Bonus and Free player accounts.

    Any player account that has NOT make a First Deposit is deemed as ‘Free Account’.

    Free Accounts have significant limitations as listed below:

    1. Free Account can have a maximum total account balance of £50 (including cash and virtual currencies)

    2. Free Account balance will be reset to £50 at midnight daily

    3. Free Accounts cannot request any withdrawals

    Making your First Deposit

    When Free Accounts choose to make their First Deposit, the account will be upgraded to a ‘Real Money’ account.

    Any carry forward cash will be credited in the real money account and a Wagering requirement of 4X on Bingo OR 40X on slots shall apply.

    Chat Rules

    1. Chat Room Support

    We operate different chat rooms on the site for the players' convenience and enjoyment. It is a privilege and not a right for players to participate in the chat room. Management can change or alter the chat rooms, and all conditions associated with chat rooms as they see fit. A player may have his/her chat privileges suspended for 24 to 48 hours or completely banned, if they violate any of the chat rules or is believed to be making trouble in the room. Chat privileges will only be given back to player when the correct period of time has passed, has sent in an apology stating that they understand the chat rules and which rules they have violated, and have a minimum balance of £10.00. All conversations in the chat room are monitored, and logged. In the case of suspicious chat, the transcripts will be reported to the governing agency. All chat rooms will normally have a chat host supplied by the company to help with queries and entertain participants in the rooms. The chat host/moderator is supplied only as a convenience and may not be in the room at all times. All terms, conditions and rules will supersede anything that the chat host may say or imply. It is the player's responsibility to read and understand those terms, conditions and rules as stated on the Website and not rely on the chat host or other players in the room. If any players are using their chat room privileges to plan collusion or cheating, these players will have their chat immediately banned and their account will be closed indefinitely.

    2. Chat Rules

    To make Lucky Duck Network a pleasant and enjoyable experience for everyone, we request that players adhere to the following chat rules and etiquette alongside our standard terms of use. We reserve the right (but are not obligated) to monitor all chat rooms. Should you fail to comply with the following terms, you may risk your account being terminated or losing your chat privileges.

    • Please do not write sentences in capital letters - this is perceived as a form of ‘shouting’, and is considered offensive by many players.
    • You may not solicit or advertise any other website in the chat room.
    • Please refrain from making comments of an overly sexual nature - this includes the use of sexual terms and connotations.
    • Racial, ethnic or sexual slurs will not be tolerated.
    • Trolling will not be tolerated, so please do not make offensive references to bands, religions, race, or politics or attempt to start an argument.
    • Offensive usernames will lead to closure of account until an appropriate alternative is supplied.
    • You must not, under any circumstance, impersonate another player at Lucky Duck Network.
    • You must not harass, disrespect or argue with any other player or Chat Host.
    • Soliciting for donations of any kind is not allowed.
    • Exchanging or requesting of email addresses within the chat rooms is not allowed. This is to ensure the safety of all of our players.
    New Chat Games Rules

    Players can participate in chat games and receive prizes of bingo bonus, free bets, free tickets and prize points.

    In order for players to be eligible to receive bingo bonus, without wagering requirements, they must have made a deposit in the last 30 days and wagered at least £5 from their cash balance in the last 7 days.

    If a player has not wagered at least £5 from their cash balance in the last 7 days they will receive bingo bonus with wagering requirements.

    If a player has not deposited in the last 30 days they will only receive points, regardless of the stated prize.

    Players who receive a high amount of chat game prizes when compared to their deposit activity may be restricted.

    In the event of any dispute, the Chat Hosts and/or Management’s decision will be final.

    Other Rules & Regulations

    1. Gambling Debts

    Under the Online Gambling Regulation Act 2001, online gambling debts are enforceable in the Isle of Man.

    2. Copyright / Trademarks

    The trademarks, logos and service marks displayed on the site are the properties of CGML Users are prohibited from using them for any purpose without prior written permission. All information and content, including without limitation, any software programs, banners and advertising material available on or through the site ("content") is protected by copyright. Users are prohibited from modifying, copying, distributing, transmitting, displaying, publishing, selling, licensing, creating derivative works or using any content available on or through the site for commercial or public purposes. Users may however download or print one copy of one or more pages contained in this Website provided it is not republished in whole or in part for commercial purposes.

    3. No Warranties

    All content on the Site is provided to you "as is" without warranty of any kind either express or implied including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose, title, non-infringement, security or accuracy. CGML does not endorse and is not responsible for the accuracy or reliability of any opinion, advice or statement made through the site by any party other than CGML Other than, as required under applicable consumer protection law, under no circumstance will CGML be liable for any loss or damage caused by a user's reliance on information obtained through the site. It is the responsibility of the user to evaluate the accuracy, completeness or utility of any opinion, advice or other content available through the site. Please seek the advice of professionals, as appropriate, regarding the evaluation of any specific opinion, advice or other content.

    4. Indemnification

    You will indemnify and hold CGML harmless, including its parent or subsidiary companies, officers, directors, employees and agents from and against any claims, actions or demands, including, without limitation, reasonable legal and accounting fees, alleging or resulting from your use of the website, the games, or any other content contained there or breach of any of the terms of use.

    5. Interruption of Service/ Time Critical Events

    When you access our service you should be aware that you may be using equipment or a connection which is not as fast as that used by other Customers. This may have an impact on your performance in time critical events offered on the service.

    If the connection to a bingo game is lost for whatever reason, e.g. internet connection problems, by refreshing the browser you can still go back into bingo and resume your participation. . If you join back before the game has begun, you will see the same tickets/strips as before and you will have the option to purchase, if time permits.

    If game is interrupted due to connection loss while free spins or bonus rounds, the game will resume remaining free spins or the pending bonus round on reopen.

    If game is interrupted due to connection loss 'Balance' and 'Win' information can be viewed using reconcile report.

    We make every effort to ensure that errors or mistakes do not occur in our software or in any Game. We reserve the right to void winnings, withhold withdrawals or cash-ins enabled by wins resulting from any obvious error or mistake or any bugs, viruses or technical fault (including, but not limited to, incorrect game payouts) with any of the Games offered, whenever such issues are discovered. You will forfeit any winnings/losses that result from such errors or mistakes, bugs, viruses or technical faults. Player will be notified through email in case of errors that affect them and also informed about adjustments made to their account due to such errors.

    The Company shall not be liable for computer, software or Internet malfunctions nor attempts by the player to participate in a game by methods, means or ways not intended by the Company.

    6. Force Majeure & other events outside CGML’s control

    GML will not be liable or responsible for any failure to perform, or delay in performance of any obligation under these Terms and Conditions due to the occurrence of events beyond our control , including, without limitation, acts of God, war, civil commotion, interruption in public communications networks or services, industrial dispute or DDOS-attacks and similar Internet attacks having an adverse effect ("Force Majeure"), such failure or delay does not constitute a breach of these Terms and Conditions. Our performance is deemed to be suspended for the period that the Force Majeure event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavors to bring the Force Majeure event to a close or to find a solution by which our obligations may be performed despite the Force Majeure event.

    7. Terms and Amendments

    We reserve the right to change these Terms of Use from time to time for a number of reasons (including to comply with applicable laws and regulations, and regulatory requirements). Such changes shall only come into effect once communicated to you by e-mail or by pop-up notice upon subsequent login. If you have any questions or suggestions relating to the Terms of Use, please contact us at support@luckyducknetwork.com If you do not agree with the changes made you have the right to terminate using our services and the website & no penalty will be charged to the players for terminating their accounts.

    The version of this agreement is currently Version 5.0 and was last updated on the 31st July 2017.

    Glossary

    Bingo Bonus

    A form of bonus (virtual currency) that players can use to play games on the site.

    Bonus Abuser

    In the event that we suspect that a player is abusing or attempting to abuse a bonus or promotion, we may suspend or close the account of the suspected player and reserve the right to withhold any related winnings. Such abuse includes but is not limited to: (i) irregular wagering patterns in order to meet the wagering requirements or circumvent system priorities; (ii) use of multiple accounts (iii) low-risk wagering (such as to guarantee profits regardless of outcome).

    Bonus Policy

    Additional rewards given to the player on which wagering requirements apply(as defined in the site terms).

    Casino Cash

    Another form of bonus (virtual currency) that can be used to play games on the site.

    Cash-Back:

    Promotional winnings given in the form of casino cash or bonus.

    Chat Bonus:

    The winnings credited to the players for participating in the chat games played in the chat rooms conducted by the chat hosts are referred to as chat bonus.

    Cover all

    Game prize starts with the maximum amount and decreases with the number of calls.

    eCogra

    eCOGRA is a dispute resolution service provider appointed by CGML as an independent entity to offer alternative dispute resolution facilities for disputes (namely any complaint which relates to the outcome of a complainant's gambling transaction and is not resolved at the first stage of our complaints procedure).

    EDD (Enhanced Due diligence)

    It is required where the customer and product/service combination is considered to be a greater risk. A high risk situation generally occurs where there is an increased possibility of money laundering or terrorist financing through the service and product provided to the customer.

    Fixed pot:

    When the game prize remains constant irrespective of the number of calls.

    Flowback

    The option to cancel a withdrawal request & subsequent flowback of the amount, earmarked for disbursal to the designated back account, back to the player's bingo account.

    Free Bingo Tickets

    Tickets which are given for free and provide opportunity for the players to earn additional bonus. Each free ticket is equivalent to 0.05p and the prices vary across different bingo rooms.

    Free/ Non-Depositing account

    An account in which player has not made real money deposits

    Free Spins

    Another form of bonus that is given to the players to try slot machines using Free Spins

    Free Cards

    A form of reward given to players to play bingo provided cash and other bonus balances are zero. Each Free ticket is valued at 5p.

    Guaranteed/Must go PJP

    A jackpot which is definitely hit within the fixed number of calls assigned.

    Jackpots

    A massive amount which can be hit by the players on meeting the game criteria unless defined.

    Jumping pot

    Game prize fluctuates(it could either increase or decrease) with every single call.

    KYC (Know your Customer)

    It is the process of a business/company to verify & validate the identity of the customers.

    Legitimate Winnings

    Legitimate Winnings mean winnings legitimately and legally won by a player by using the services of the website and that have been won fairly and in accordance with these Terms and Conditions and that are not subject to any reasonable objection by us, less the following:- (a) any rake or commission due to us; (b) other entry or other fees due to us for your use of the services; and (c) any charge backs made by your bank or other financial provider used by you in relation to the services

    No Bonus coupon code

    An option which facilitates players to play with only real cash and no bonus.

    Partial Flowback

    When a withdrawal cancellation request has been placed by a player and partial amount is reversed to the player's Bingo.

    Payment Approved

    Payment approved is when the amount requested for withdrawal is approved and gets disbursed to the player's bank account.

    Payment/Withdrawal Pending

    When a withdrawal request is raised by a player, account team verifies the KYC process andthe withdrawal request is verified, the funds are moved to payment pending state in order to send to the concerned bank account.

    Payout

    Cashing out the winnings via withdrawals is referred as payouts.

    Play Money

    Virtual currency that enables players to get a feel of the site and try out the games. Any winnings resulting from the wagering of 'play money' is not withdrawable.

    PJP (Progressive Jackpot)

    A jackpot which progressively increases with every single game until the final value(as defined by the management) is reached.

    Pre-buy:

    Purchasing the tickets in advance(before the game starts) is termed as prebuy.

    Promotional offers:

    Offers decided by the management and updated on a timely basis.

    Quiz Winnings:

    The winnings credited for participating in the Quiz games played in the chat room, conducted by the chat host are referred to as Quiz Winnings.

    Refund

    Deposits made by a player are given back to him/her in case of, when the player is unable to make use of the deposit.

    Real money account

    An account in which player has made real money deposits

    RTP (Return to Player)

    The percentage of winnings which a player gets in return on a game.

    Free account

    Players who have not made any real money deposits.

    Self Exclusion

    Players can self exclude their accounts if they feel they’re prone to problem gambling or losing excessive funds. With self-exclusion,players will able to take a break from gambling for six (6) months, one (1) year, three (3) years and/or five (5) years. Self exclusion is automatically applied across all related accounts on all websites managed by CGML

    Seeded pot

    Game prize starts with a minimum amount and increases based on the number of cards purchased by the customers.

    Take a Break

    Players can opt for Take a Break option for a period of 1 to 42 days, wherein players will not be able to place any bets from their account.

    Withdrawal declined

    When a withdrawal requested by the player is declined/rejected by the accounts team for certain reasons is referred to as withdrawal declined.

    Wagering

    The concept of Betting/play through/playing is known as wagering.