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1. GENERAL INTRODUCTION AND THE AGREEMENT

1.1. The Website and Ownership: reeljoy.com (hereinafter referred to as the "Website") is owned and operated by 3-102-952820 Sociedad de Responsabilidad Limitada. The Company is a legal entity incorporated under the laws of Costa Rica with its registered office located at Province 01 San José, County 02 Escazú, San Rafael, Guachipelín, Four Hundred Meters North of Construplaza, Latitud Norte Building, Third Floor, in the offices of Quatro Legal. The Company is licensed and regulated by the Costa Rica Gaming Authority under license number 3-102-952820.

1.2. Subsidiaries and Payment Processing: You acknowledge that certain payment processing functions may be handled by the Company's wholly-owned subsidiaries and/or authorized third-party payment providers, acting as authorized agents on behalf of the parent Company.

1.3. The Binding Agreement: These Terms and Conditions constitute a legally binding agreement between you (the "Player," "User," or "Account Holder") and the Company. By registering an account, visiting any section of the Website, using the gaming software provided (the "Software"), or participating in any game for real money, you enter into a contract and agree to be bound by the "Agreement," which includes:

  • These General Terms and Conditions (the "Terms");

  • The Privacy Policy;

  • The Cookies Policy;

  • The Anti-Money Laundering (AML) and Counter-Terrorist Financing Statement;

  • The Responsible Gaming Policy;

  • The Bonus Terms and Conditions (Promotions Policy);

  • Specific Game Rules as managed by third-party providers, suppliers, or developers.

1.4. Definitions: For the purposes of this Agreement, the following terms are defined:

  • "Account" or "Member Account": The personal user account created by you on the Website to access the Games and Services.

  • "Available to Play": The total funds in your Member Account less any Reserved Amount or Bonus funds currently subject to wagering requirements.

  • "Games": Means Casino, Live Casino, Slots, Bingo, and any other game of chance available on the Website (including any sportsbook or sports betting activities).

  • "Reserved Amount": The amount you stake or offer to stake on a game, representing your potential exposure at any time.

  • "Software": The web-based or mobile application platforms, and any other gaming software provided by us to enable you to use the Services.

1.5. Binding Acceptance: You are deemed to have accepted and understood all provisions of this Agreement upon checking the consent box during registration or by your continued use of the Website. If you have any doubts regarding your rights and obligations, we strongly recommend consulting a legal advisor in your jurisdiction before further using the Website or accessing its content. If you do not accept these terms in their entirety, you must immediately cease all use of the Website and the Software.

1.6. Right to Amend: The Company reserves the absolute right to amend, modify, update, and change any of the Terms at any time for legal, commercial, regulatory, or customer service reasons. Amendments may include additions, removals, or substitutions of clauses.

  • Notification: We will take appropriate steps to bring material changes to your attention (e.g., via email or a prominent notification upon login).

  • User Responsibility: It remains your sole responsibility to check for any updates, modifications, or version changes on a regular basis.

  • Acceptance of Changes: Your continued use of the Website services after any such amendment will be deemed as your irrevocable acceptance of and agreement to be bound by the modified Terms. If any change is unacceptable to you, your only recourse is to cease using the Website and close your Account.

1.7. Language and Interpretation: These Terms and Conditions may be published in several languages for informational purposes and ease of access. However, the English language version is the only legal basis for the relationship between you and us. In the case of any discrepancy or conflict between the English version and a translation of any kind, the English version shall prevail.

1.8. Jurisdictional Disclaimer: The information contained in these Terms is not intended to encourage participation in the Services. reeljoy.com does not constitute an offer, advertisement, or invitation by us in any jurisdiction where such activities are prohibited by law. It is your responsibility to ensure that your use of the Services is lawful.

1.9. Accessibility and Printability: The current version of these Terms is easily accessible to all interested parties on the Website and can be printed or downloaded for your records.

1.10. Conflict of Terms: In the event of any conflict between the provisions of these General Terms and Conditions and the specific rules of any particular game or promotion, these General Terms and Conditions shall prevail unless the specific game rule explicitly states it supersedes the General Terms.

2. LEGAL REQUIREMENTS AND MEMBERSHIP ELIGIBILITY

2.1. Minimum Age Requirement:

2.1.1. You must be at least 18 years of age, or have reached the legal age of majority as determined by the laws of the jurisdiction applicable to you, whichever is greater ("Legally of Age").

2.1.2. The Company takes its responsibilities in respect of underage gambling very seriously. We reserve the right to request proof of age documentation at any stage to verify that minors are not using the Services.

2.1.3. If on completion of the Company's verification checks, you are shown to be underage:

  • Your Account will be closed immediately;

  • All transactions made while you were underage will be null and void;

  • All related funds deposited by you will be returned via the payment method used for the deposit, where practicable;

  • Any winnings accrued during such time will be forfeited, and you shall be required to return to the Company any funds already withdrawn from your Account.

2.2. Legal Capacity and Warranties:

2.2.1. You represent and warrant that you have the full legal capacity to enter into a legally binding agreement with us and that you are not restricted by any form of limited legal capacity.

2.2.2. You further warrant that you are of sound mind and capable of taking responsibility for your own actions. You acknowledge that you participate in the Games at your own risk and discretion.

2.2.3. You represent that you have not been diagnosed or classified as a compulsive or problem gambler. It is your responsibility to inform the Company immediately if you develop a gambling problem or if you enter into a self-exclusion agreement with any other gambling provider.

2.3. Jurisdictional Legality:

2.3.1. Internet gambling may not be legal in certain jurisdictions. reeljoy.com does not intend to enable you to contravene applicable law. You understand and accept that the Company is unable to provide you with any legal advice or assurances regarding the legality of the Services in your specific location.

2.3.2. You are solely responsible for ascertaining whether your use of the Website and Services is legal under the laws of your jurisdiction.

2.3.3. Prohibited Jurisdictions: Persons located in or residing in jurisdictions where online gaming is prohibited are not permitted to use the Service. These include, but are not limited to, the territories listed as "Prohibited" on our Website (the "Prohibited Jurisdictions"). Any attempt to circumvent these restrictions—including the use of a VPN, proxy, or similar services to manipulate your real location, or providing false or misleading information about your place of residence—constitutes a material breach of this Agreement.

2.4. Personal and Recreational Use:

2.4.1. Your participation in the Games is strictly for your personal, non-professional capacity, for recreational and entertainment purposes only.

2.4.2. Any use of the Services for financial gain other than through individual play, or for any unethical or unlawful reason, is strictly prohibited. You must not use the Website for any commercial purpose or in a manner that constitutes a "business" enterprise.

2.5. Prohibited Individuals and Entities:

2.5.1. The following individuals are strictly prohibited from opening an Account or participating in any Games:

  • Employees, directors, officers, consultants, or agents of the Company or its affiliated entities;

  • Suppliers or vendors of the Company, including software providers and their employees;

  • Immediate family members of any of the above (defined as spouse, partner, parent, child, or sibling);

  • Individuals listed on any "Addicted" or "Prohibited" persons registers maintained by regulatory authorities;

  • Persons who have access to non-public information related to the outcomes of any gaming event or system.

2.6. Sanctions and Global Compliance:

2.6.1. The Service is not offered to individuals or entities subject to United States, European Union, or other global sanctions or watchlists. By using the Service, you represent and warrant that you are not a sanctioned individual and that your funds do not originate from any illegal activity or comprehensively sanctioned jurisdiction.

2.7. Taxation and Reporting:

2.7.1. You are solely responsible for reporting, accounting for, and paying any taxes or other levies applicable to you under relevant laws for any winnings or bonuses received from the Company. The Company does not provide advice on taxation or legal matters.

2.8. Conflict of Interest:

2.8.1. If you are involved in the development, management, or maintenance of any software or games used on reeljoy.com, you are prohibited from wagering on those specific systems.

3. ACCOUNT REGISTRATION AND VERIFICATION

3.1. Registration Process and Information Requirements:

3.1.1. To participate in real-money games on reeljoy.com, you must personally submit an application for registration and the opening of a Member Account ("Account").

3.1.2. During registration, you are required to provide a comprehensive set of personal information, including but not limited to:

  • Full legal first and last name;

  • Date of birth (confirming you are at least 18 years of age or the legal age of majority);

  • Residential address (PO Box addresses are not acceptable);

  • Valid and active email address;

  • Valid mobile phone number;

  • Citizenship and Government-issued identification number.

    3.1.3. You certify that all information provided during registration and throughout the term of this Agreement is complete, accurate, and true. You are obligated to notify the Company immediately of any changes to this information. Failure to maintain accurate data may result in the suspension of your Account and the voiding of all transactions.

3.2. Single Account Policy (Anti-Duplicate Rule): 3.2.1. You are permitted to open and operate only one (1) Account on the Website.

3.2.2. Any additional accounts opened by you, or accounts that share the same IP address, device, residential address, email address, or payment method, will be classified as "Duplicate Accounts."

3.2.3. The Company reserves the absolute right to close any or all Accounts held by a player found to have multiple accounts. In such cases:

  • All transactions made from the Duplicate and/or the original Account will be declared null and void;

  • All stakes, bets, and deposits made using Duplicate Accounts will not be returned to you;

  • Any winnings, bonuses, or loyalty rewards accrued during the time the Duplicate Account was active will be forfeited and reclaimed by the Company;

  • An administrative fee of 10% (minimum 10 EUR) will be deducted for every Duplicate Account opened.

    3.2.4. If you realize you have accidentally created more than one Account, you must notify Support at support@reeljoy.com immediately.

3.3. Know Your Customer (KYC) and Verification Protocols:

3.3.1. The Company reserves the right, at any time, to request satisfactory proof of identity, age, and location. Verification checks ("Checks") may be conducted directly by the Company or through authorized third-party service providers.

3.3.2. Standard documentation required includes, but is not limited to:

  • A valid passport, national ID card, or driving license;

  • A "selfie" of the user holding their identification document (Biometric Verification);

  • A utility bill or bank statement (not older than 3 months) to verify residency;

  • Proof of ownership of the payment method used (e.g., a photo of the credit card with middle digits masked or a screenshot of a digital wallet).

    3.3.3. Enhanced Due Diligence: For large deposits or suspicious activity, the Company may require "Source of Funds" (SOF) or "Source of Wealth" (SOW) documentation, such as salary slips, bank statements, or proof of asset ownership.

    3.3.4. During the period of these Checks, the Company may restrict your access to the Services, prevent you from placing bets, and/or suspend the withdrawal of funds.

    3.3.5. If the Company is unable to verify your identity to its satisfaction within a reasonable timeframe (as determined by the Company), we reserve the right to close your Account and retain any remaining balance.

3.4. Annual and Recurring Re-verification:

3.4.1. To comply with regulatory standards, all players are required to undergo a re-verification process annually.

3.4.2. This may involve the re-submission of valid documents if the ones previously provided have expired, or a one-time verification code (OTP) sent via SMS to your registered mobile number.

3.5. Politically Exposed Persons (PEPs):

3.5.1. It is your legal responsibility to inform the Company if you are, or become, a Politically Exposed Person. PEPs include individuals holding prominent public functions (e.g., Heads of State, Members of Parliament, Supreme Court judges, high-ranking military officers, or directors of state-owned enterprises).

3.5.2. PEPs and their immediate family members or close associates are subject to enhanced monitoring and additional verification measures regarding the origin of their income.

3.6. Username and Identity Protection:

3.6.1. The Company may reject any requested username that it deems offensive, inappropriate, or designed to impersonate a third party.

3.6.2. You are prohibited from using "smurf accounts" (accounts using different nicknames to hide your identity) or providing misleading information to circumvent geo-blocking or jurisdiction-based restrictions.

3.7. Right to Refuse Service:

3.7.1. The Company reserves the right to refuse any application for an Account or to close an existing Account at its sole discretion, without providing a specific justification. However, all existing contractual obligations will be honored unless the closure is due to fraud or breach of these Terms.

4. ACCOUNT ADMINISTRATION AND SECURITY

4.1. User Responsibility for Login Credentials:

4.1.1. Upon registration, you must choose a secure username and password. It is your sole and exclusive responsibility to ensure that your login details are kept securely and are not disclosed to any third party.

4.1.2. The Company is not liable or responsible for any abuse or misuse of your Account by third parties due to your disclosure, whether intentional, accidental, active, or passive, of your login details.

4.1.3. Any actions, wagers, or transactions performed using your username and correct password will be deemed as your own actions and validly authorized by you. Unless caused by gross negligence on the part of the Company, any use of your Account will be deemed as your own.

4.1.4. If you notice or suspect that your Account credentials have been compromised or that there is unauthorized access to your Account, you must notify the Company immediately at support@reeljoy.com to have your login details reset.

4.2. Enhanced Security Measures:

4.2.1. The Company strongly recommends that you enable two-factor authentication (2FA) to enhance the security of your Account.

4.2.2. To maintain a high level of security and protect player safety, the Company carries out irregular security system checks. During these checks, the Company has the right to restrict your Account or request additional documentation to verify that the person accessing the Account is indeed the registered owner.

4.3. Strict Prohibition on Account Transfers:

4.3.1. You are strictly prohibited from selling, transferring, or acquiring reeljoy.com Accounts to or from other players.

4.3.2. You may not transfer funds, chips, or digital assets from your Account to other Member Accounts, nor receive funds from other users into your Account.

4.3.3. Any attempt to sell or transfer account rights (including proprietary rights) will result in the immediate closure of all involved accounts and forfeiture of all balances.

4.4. Inactive and Dormant Accounts:

4.4.1. An Account shall be deemed "Inactive" if it has not been accessed (no successful login) for a period of twelve (12) consecutive months and maintains a real-money balance.

4.4.2. The Company shall notify you via your registered email address at least thirty (30) days before your Account is due to become Inactive.

4.4.3. Administrative Fees: Once an Account is classified as Inactive, the Company reserves the right to charge a monthly administrative fee of 10 EUR (or equivalent currency). This fee will be deducted from your Account balance until:

  • The Account balance reaches zero;

  • The Account is reactivated by you by logging in and performing a gaming transaction; or

  • The Account is closed in accordance with these Terms.

    4.4.4. Fees may only be charged as long as the Account does not go into a negative balance.

    4.4.5. If the Company is unsuccessful in remitting the remaining balance to you after five (5) years of inactivity, the balance may be appropriated by the Company to fund responsible gaming endeavors.

4.5. Account Closure by the User:

4.5.1. You may close your Account at any time by submitting a written request via email to support@reeljoy.com.

4.5.2. To complete the closure, you must provide a selfie holding your ID to verify that the request is legitimate.

4.5.3. Upon closure, the remaining balance (minus any applicable withdrawal fees) will be transferred back to you using the original deposit method, provided your identity is fully verified.

4.5.4. During the processing period (up to 48 hours), you must refrain from using the Account for gaming purposes.

4.6. Suspension and Termination by the Company:

4.6.1. The Company reserves the right to suspend or terminate your Account at its absolute discretion and without prior notice if:

  • We suspect you are using the Website for fraudulent, collusive, or illegal purposes;

  • You are in breach of any material provision of these Terms;

  • We are requested to do so by police, regulatory authorities, or a court order;

  • We suspect your Account has been compromised;

  • You behave in an abusive, derogatory, or violent manner toward Company staff via live chat or email.

    4.6.2. If the Company closes your Account due to a breach of Terms, all winnings and bonuses will be forfeited. You shall be liable for any claims, losses, or costs incurred by the Company arising from your breach.

4.7. Communication and Records:

4.7.1. To fulfill legislative obligations, the Company is required to store information related to your Account, documentation, and business correspondence for a period of five (5) years after the termination of the relationship.

4.7.2. You do not have the right to request the total deletion of registered Account data during this mandatory storage period.

5. DEPOSITS AND WITHDRAWALS

DEPOSITS

5.1. Account Funding and General Principles: To participate in any Game for real money, you must have sufficient funds in your reeljoy.com Account. The Company does not grant any form of credit; you may only play with the cleared funds currently held in your balance. Funds deposited into your Account do not bear interest, and you shall not treat the Company as a financial institution or bank.

5.2. Strict Prohibition on Third-Party Deposits: You must only deposit funds from a payment system, bank account, or credit card that is registered in your own legal name. The Company strictly prohibits deposits from third parties, including but not limited to friends, relatives, partners, or spouses. If a violation is discovered:

  • All winnings generated from such deposits will be forfeited;

  • The original deposit may be returned to the rightful owner, subject to the deduction of processing charges;

  • The Account may be closed or suspended indefinitely.

5.3. Legal Origin of Funds: You represent and warrant that all money you deposit is untainted with any illegality and does not originate from any illegal activity. You agree not to use the Services for money laundering, terrorist financing, or trade sanctions violations.

5.4. Wagering Requirements (AML): To prevent money laundering, all deposited funds must be wagered at least one time (1x) in its entirety before a withdrawal or tip can be requested. If the total turnover is less than two (2) times the amount of the deposit, the Company reserves the right to withhold a 10% fee (minimum 20 EUR) to cover processing expenses.

5.5. SMS and Mobile Payments: Where available, you may fund your Account via paid SMS from one (1) verified phone number registered in your profile. You are prohibited from using operator loans to fund your activity. You acknowledge that the amount credited may be lower than the amount billed due to operator commissions; the Company credits only the net amount received.

WITHDRAWALS

5.6. General Principles: You may request a withdrawal of any amount up to the "Available to Withdraw" balance in your Account. No withdrawal will be authorized until all payments into your Account have been confirmed as cleared and are not subject to chargebacks or cancellations. You must have made at least one successful deposit and completed all mandatory profile fields before a withdrawal can be initiated.

5.7. Mandatory KYC and Verification: The Company reserves the absolute right to refuse any withdrawal request until your identity, age, and place of residence have been fully verified. For withdrawals exceeding 2,000 EUR, or at the Company's discretion, you must provide:

  • A high-resolution copy of a valid Passport, National ID, or Driving License;

  • A "selfie" holding said identification;

  • Proof of residency (utility bill or bank statement) not older than three months.

5.8. Structured Payout Arrangements for Large Wins:

Whe a withdrawal request is materially disproportionate to a player’s historical activity, including where it exceeds defined thresholds or represents a multiple of lifetime deposits, the Company may, at its discretion, apply a structured payout arrangement.

In such cases, withdrawals may be paid in instalments determined by internally defined proportionality and risk coefficients, taking into account factors such as lifetime deposits, net position, and account activity. Instalment amounts and frequency will be set and may be adjusted periodically to ensure alignment with the player’s financial profile and the Company’s operational requirements.

Reasonable minimum and maximum limits may apply as defined by the Company from time to time, provided that no monthly instalment shall be less than 1,000 EUR.

5.9. Irregular Playing Review: All withdrawals are subject to review for fraudulent patterns, including low-margin (hedge) betting, collusive play, or single bets exceeding 10% of your balance during bonus wagering. The Company reserves the right to withhold funds if such patterns are detected.


5.10. Progressive Jackpot Exception: The structured payout arrangement outlined in Section 5.10 does not apply to networked Progressive Jackpot winnings (e.g., global pooled jackpots managed by third-party game providers). Such networked jackpot winnings are paid out in full according to the respective software provider's terms and conditions, subject to standard verification.

PAYMENT METHODS

5.11. Available Methods: All financial transactions must be made via the methods identified on the Website, which may include credit/debit cards, electronic wallets, bank transfers, and cryptocurrency transfers.

5.12. Destination Constraints: Withdrawals must be made using the same payment method and currency chosen when placing a deposit, whenever possible. If multiple methods were used, the Company reserves the right to split the withdrawal across these methods to comply with AML policies.

5.13. Cryptocurrency and Digital Assets: You acknowledge that the market value of digital assets can change unpredictably. Wagers are placed in the specific digital asset chosen; fiat values (e.g., USD) are indicative only. You are solely responsible for the accuracy of the digital wallet address provided for withdrawals.

5.14. Third-Party Withdrawal Prohibition: You are strictly prohibited from withdrawing funds to accounts or wallets not registered in your legal name. Use of third-party details is a breach of contract resulting in forfeiture of winnings and account closure.