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We acknowledge all emails received from our customers within 24 hours. If you do not agree with the decision made by our Customer Services team, you can escalate this complaint to the Customer Support Manager at complaints verajohn.
We will endeavour to send a final response to all complaints within 8 weeks of receipt. The ODR platform will aid in the resolution of your complaint by facilitating communications between parties.
You may, at your discretion, ask us at any time to exclude you from placing any transactions on the Website for a specific time period.
You can do this online, by visiting the Limits sections of your account, or by contacting Customer Services. In asking us to exclude you, you acknowledge and agree that we will suspend your account and prevent you from gambling on the Website for the time period requested.
Applying a self-exclusion will not affect any pending withdrawal, unless verification documents are requested in line with our Know Your Customer process.
The self-exclusion will be applied to all websites operated by Dumarca. You are able to extend the self-exclusion to our Group. There may be a short delay in applying the self-exclusion to websites operated by other members of our Group.
Please note that the self-exclusion will not apply to websites not listed within our group, as those companies are not members of our group.
When you self-exclude, we will attempt to return your withdrawable funds to you. If, after a reasonable period, we are not able to return your withdrawable funds because, for example, we are not able to contact you , we may donate the relevant amount to a charity of our choice.
It is not possible for us to override or remove any self-exclusion period once set across all websites operated by Dumarca.
Bonuses may expire during the suspension of your account; we cannot reinstate any expired bonuses once the account is re-activated.
If you wish to reactivate your account after the period of self-exclusion has expired, you may only do so by contacting Customer Services and requesting the self-exclusion be lifted.
Any request to remove the self exclusion after the specified period has expired will be subject to a "cooling off" period, after which your account will be re-activated.
If you wish to extend the self-exclusion, you can do so by contacting Customer Support. For instance, we may be unable to match your account with the details you provided to GAMSTOP, or there may be a technical failure in the operation of GAMSTOP such that we cannot retrieve the latest information on users that have requested self-exclusion.
We will remove your name and details from any marketing databases we have once your self exclusion has been implemented, whether requested directly with us or via GAMSTOP.
We will take all reasonable steps to ensure that self-excluded accounts do not receive any marketing material from us.
However, there may be a short delay between your self-exclusion and marketing materials being stopped. Self-excluding from our Website will not affect your marketing preferences with third parties, including advertising websites or other third-party affiliates, over which we have no control.
We strongly recommend that you contact any such parties and opt out from receiving any marketing material from them. We also recommend you consider self-excluding from any other online gaming operators with which you have an account if you have not self-excluded via GAMSTOP.
Should you opt to self-exclude, we will take all reasonable steps to detect and prevent you from registering a new account on any UK Dumarca Website.
You should not attempt to open an account on any website operated by Dumarca or any other member of its group whilst you have opted for self-exclusion.
Any accounts found to be in use of a self-exclusion agreement will be closed as soon as such use is discovered. We shall have no responsibility or liability to you or any third party for any gambling activity that takes places including to refund any losses if you circumvent our self-exclusion procedures by fraudulent means or by deliberately entering incorrect information.
You may temporarily take a break from gambling on the Website twenty four 24 hours minimum. You can do so online by visiting the Limits section of your account, under 'Close my Account'.
On confirming the Time-Out, all accounts held under Dumarca will be immediately suspended and it will not be possible to log in until the selected duration has expired.
All deposit limits are calculated on a rolling basis. This means that the limit will count back from your last deposit, regardless of the time of day.
You may at your discretion choose to adjust limits on your account. You may:. Limits set on your account extend to all accounts you may hold with Dumarca.
Therefore, if you set different limits on different sites, the newest limit set will be applied across all sites.
You may also set up a "Reality Check" alert on your account. This is an alert which will notify you after a specific amount of time has elapsed.
Once set, a pop-up message will remind you that you have been logged into your account for a specific amount of time and offer you to either keep playing or take a break.
Live casino games have their own Reality Check that you can set within the game. Your Reality Check settings within your Account settings will therefore not affect live casino games.
You may close your account at any time by contacting Customer Services on support verajohn. Closure via customer support will be implemented within 24 hours and you will receive a confirmation via e-mail.
You remain responsible for any activity on your account between the time of your request and the closure of the account. If we discover, or have reasonable grounds to believe, that you are engaging, or have engaged, in one or more of the following activities:.
If, after investigating, we reasonably believe that you were engaging in one of the above activities, we will close all accounts you hold with Dumarca.
We may also close your accounts in the following circumstances:. All transactions are monitored in order to prevent money laundering.
Dumarca may restrict, block or close your account and withhold funds if so required by applicable law. Every User determines the value of their stake, in accordance with the limits of each game.
It is your responsibility to make sure that all details of the gambling transaction are correct. The foregoing win limit shall not apply to any progressive jackpots offered on the website.
The Website operates with a Random Number Generator RNG , which guarantees a randomised outcome for each game and the integrity of the product and games.
The RNGs has been tested and verified for randomness by approved independent third parties. Dumarca Gaming Limited offers the user the possibility to chat in virtual chat rooms.
The purpose of these chat rooms is to provide entertainment and communication amongst users of the games. The User may only use the chat function in a manner that would be appropriate in a face-to-face conversation.
Additional specific game rules can be accessed either through the games themselves or through the Game Rules page. You enter the Website, and participate in the games, at your own risk.
The Website and the games are provided without any guarantees, conditions or warranties as to their accuracy, whether express or implied.
If we do not comply with these Terms and Conditions, we are responsible for any loss or damage you suffer that is a foreseeable result of that non-compliance, but we are not responsible for any loss or damage that is not foreseeable.
Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
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