GENERAL TERMS AND CONDITIONS
General Terms and Conditions (hereinafter, the “Terms and Conditions”) for the Gaming Service.
NOTICE: Please read these Terms and Conditions, including Paf’s Privacy Policy carefully as these set out the Terms and Conditions upon which the Gaming Service is made available to you and describe how Paf processes your personal data. The purpose of these Terms and Conditions is to regulate the relationship between Paf in its capacity as an online gaming operator and those natural persons who wish to utilise the Gaming Service.
By entering the Gaming Service on the Operator's website/s, you expressly approve the current Terms and Conditions and undertake to respect them, as well as any modified version thereof. Indeed, by expressly accepting the Terms and Conditions, you accept to be contractually bound by them, which will continue in force until they are modified or terminated by one of the parties, in accordance with the provisions of these Terms and Conditions.
YOU AGREE THAT BEFORE USING ANY OF THE SERVICES OFFERED ON THE GAMING SERVICE, YOU HAVE BEEN GIVEN THE POSSIBILITY TO READ AND EXPRESSLY AGREE TO THESE GAME TERMS.
It is recommended that you check these Terms and Conditions each time you visit the Gaming Service, as they may be modified, in which case, however, we will notify such modifications at least one (1) month before they come into force and the Customer t must expressly accept the new version. If the Customer does not wish to accept any modification thereof, Paf Thus, in the event that said modifications are not expressly accepted, Paf will be obliged not to renew the Terms and Conditions, thus terminating the contractual relationship.
These Terms and Conditions apply to all Customers. If you do not wish to be bound to the Terms and Conditions and the Privacy Policy or if you are under the age of eighteen (18), you may not enter or use the Gaming Service and must exit the website/s immediately.
1. THE PARTIES AND THE AGREEMENT
Paf Games SA (“Paf”), a company incorporated in España with registration number A22921639, is part of the PAF Group and has its registered address at C/ Alcalde Sánchez Prados nº6, Entreplanta, local 1, código postal 51001 Ceuta, España (hereinafter referred to as the “Operator”).
The Operator offers a personalised gaming service for online gambling to the public on the following; www.paf.es, www.pinatacasino.es, www.goldenbull.es and www.speedybet.es (hereinafter separately referred to as the “Gaming Site”) under its Spanish licenses granted by the General Directorate for the Regulation of Gaming in Spain (hereinafter the "“Gaming Service'').
The Operator is the holder of the following licenses: (i) General License for Other Games with Nº/REF: 181-11/GO/N0321850J/SGR (valid until 01.06.2032); (ii) General Betting License with Nº/REF: 182-11/GA/N0321850J/SGR (valid until 01.06.2032); (iii) Roulette Singular License with N°/REF: 196-11/RLT/N0321850J/SGR (valid until 01.06.2027); (iv) Singular Black Jack License with N°/REF: 194-11/BLJ/N0321850J/SGR (valid until 01.06.2027); (v) Singular License for Slot Machines with N/REF: MAZ/2014/028 (valid until 01.06.2030); (vi) Counterparty Sports Betting Singular License with N°/REF: 198-11/ADC/N0321850J/SGR (valid until 01.06.2027) and (vii) Singular License for Other Fixed-Odds Betting with N°/REF: AOC/2023/029 (valid until 23.03.2033).
The administration of the Gaming Service is located in the Åland Islands. Each game is received, accepted and executed within the EU.
The address of the representative in Spain of Paf Games SA, for notification purposes, is Avenue Jaime III, 1-1ª, 07012, Palma de Mallorca, Spain - Asensi Abogados, S.L.P.
Customers are individuals of 18 years of age or over, who have duly registered in accordance with the Operator’s General Terms and Conditions, and who have been accepted as Customers (hereinafter the “Customer”) of the Operator. In order to use the Gaming Service it is required that the Customer has deposited the funds for gaming fees and bets into the Operator’s bank account.
These Terms and Conditions regulate the relationship between the Operator and the Customer, when the Customer is using the Gaming Service (hereinafter the “Agreement”). The rights and responsibilities pursuant to this Agreement may not be assigned to a third party. For instance, a Gaming Account may not be transferred from a Customer to a third party.
The Operator reserves the right to use subcontractors.
The validity of these Terms and Conditions shall be indefinite and they shall remain in force until terminated in accordance with their provisions.
The Customer undertakes, during the term of his/her contractual relationship with the Operator, to adopt behaviours based on honesty and respect for other players and towards the Operator, and not to alter the normal progress of the games. Likewise, the Customer undertakes at all times to respect the basic rules of the games.
In the event of ambiguity between this Agreement and the Operator’s gaming rules, the following order of priority shall be complied with:
Gaming rules;
Agreement.
In this Agreement the term “Session” shall mean any of the occasions on which the Customer uses the Gaming Service.
2. REGISTRATION OF THE CUSTOMER
2.1 Registration requirements
Natural persons who have reached the age of 18 and have an account with an electronic wallet or a bank account in a country with which the Operator has a payment cooperation can register as a Customer with the Operator.
A Customer shall be considered to be that natural person who, in compliance with the registration conditions and applicable regulations, completes the Operator's customer registration documentation, duly completing the registration form on the Operator's website.
The Customer is also responsible for:
be at least 18 years old;
not have limited legal capacity;
not act on behalf of a third party;
not be dependent or have problems associated with gambling;
not to deposit in the game account money obtained through illicit acts or from other prohibited means;
not carry out illicit, irregular, dishonest or fraudulent activities, directly or indirectly in relation to the Operator's gaming account.
By expressly accepting this Gaming Terms and Conditions Agreement, the Customer declares that he/she does not fall under any prohibition or restriction on participation in activities offered through the Operator’s website. If at any time the Customer is subject to any prohibition or restriction of this nature, he/she shall not participate in the games offered by the Operator on its website. The use by the Customer of the Operator's website and of the services available in the same must be purely personal, the professional or commercial use of them being expressly prohibited. In any case, only individuals may be registered and be Customers.
The Customer is responsible for the information provided through the registration form as a Customer, and guarantees that this information is complete, truthful and correct. At the request of the Operator, the Customer will complete the information at any time of the business relationship. The Customer undertakes to inform the Operator if there are any changes to his personal data, such as a change in contact information or bank details. Information regarding changes of name, user name and/or personal identification number must be communicated to the Operator in writing. The other data can be modified by the customer in the Gaming Service.
The Customer may not use a username or nickname on the Gaming Service that may be interpreted as insulting, offensive or provocative by others. The Operator has the right at any time to require that such a name is changed.
The Operator reserves the right to require the Customer to verify his/her identity, age or any other information given by him/her, for instance with copies of credit cards, photos, ID documents, and/or additional information for verifying identity upon the Operator’s sole discretion, as well as the right to collect, update and verify information through a third party. The Operator reserves this right throughout the customer relationship. Refusal by the Customer to comply with such a requirement shall be deemed a breach of this Agreement.
The Operator reserves the right to reject a registration started or cancel a registration made, in accordance with the applicable regulations and the provisions of these Terms and Conditions.
2.2 Registration and processing of personal data
The Customer expressly accepts that their personal data provided to the Operator will be incorporated into the Operator's Online Customer Registry and processed, as detailed in the Privacy Policy, so that the Operator can provide personalised Gaming services through Internet. The Operator has the right to use such information collected from the Customer, in accordance with the Privacy Policy, in connection with the personalised Internet gaming products and services provided by the Operator and/or its subcontractors. The Customer must be aware that said subcontractors may be located in third countries such as the United States of America, although in these cases the Operator guarantees the adoption of the necessary safeguards that ensure a level of protection of your personal data equivalent to that existing under the European General Data Protection Regulation.
Similarly, and in accordance with current regulations, the Operator may disclose certain personal information about the Customer to the Directorate General for the Regulation of Gambling (“DGOJ”).
The information may also be used for the prevention and investigation of abuses or problematic situations and for the Operator to comply with the obligations towards customers and the authorities established by law, as well as with the decisions of public authorities. The Game Client agrees that the Operator obtains, updates and verifies information about it through third parties.
2.3 Notices by e-mail and text message
The Customer expressly agrees that the Operator may send him/her notices in relation to the Gaming Account, including service and legal messages, to the e-mail address the Customer has last registered with the Operator, and/or by using text messages (sms) to the mobile phone number that the Customer has last registered with the Operator.
2.4 Confidentiality
The Operator shall treat all personal data in accordance with applicable law. Personal data may only be disclosed by the Operator in accordance with the Privacy Policy or otherwise where the Customer has expressly consented thereto or when it is required by law, in which case it follows the Agreement, or when it is required by law, statute or a ruling of an authority with competent jurisdiction.
2.5 Login details
During the Customer’s registration, he/she selects his/her login credentials (hereinafter “Login details”). These shall come into force once the Customer has accepted the Terms and Conditions of the Agreement and completed the registration after carrying out the identity verifications that may be relevant.
The Customer agrees to store and not reveal these details to third parties. Should the Customer suspect that an unauthorised person has learned of his/her Login details, the Customer shall immediately inform the Operator thereof.
The Operator may, after verifying solid indications of the aforementioned situation, temporarily suspend the gaming account, in order to adopt preventive measures. To the fullest extent permitted by applicable law, the Operator is not responsible for losses caused by the fact that the Login Data has been communicated to third parties.
Should the Operator resolve to decline the registration, the Login Credentials shall be cancelled.
3. THE GAMING ACCOUNT
3.1 Use of the Gaming Account
The Operator shall open a personal Gaming Account for each registered Customer. The Gaming Account is intended for administration of the Customer’s gaming expenses or bets, for reimbursements to the Operator, payment of winnings and charging of potential service fees. The Gaming Account may only be used to participate in the Gaming Service. The Operator reserves the right to limit payments into the Gaming Account at any time for security reasons amongst others.
The registered e-wallet, bank account or other payment method must belong to the Customer personally, and each specific e-wallet/bank account/payment method can only be registered at one Gaming Account.
The Customer may use the Gaming Account only on his/her own behalf, and bets may only be made for the benefit of the Customer. The Customer shall not allow a third party access to the Gaming Services via his/her Gaming Account under any circumstances. Each Customer shall be responsible for any activity in his/her Gaming Account. Gaming Accounts may only be used for individual use. The Operator reserves the right to charge the Customer if the gaming account is used or suspected to be used for any other purposes than gambling, for example, but not limited to, deposits followed by immediate withdrawal. Suspicious behaviour will be reported to relevant authorities.
The Gaming Account may only be used for individual use. The Customer may open only one Gaming Account. The currency of the Gaming Account is the euro (EUR).
The Operator shall calculate and investigate all issues related to exchange rates at the time of the Gaming Event, in accordance with official exchange rates published by well-known international financial institutions. There may be small deviations in the funds deposited into the Gaming Account due to fluctuations in the exchange rates.
3.2 Expenses
The Customer shall be liable to pay all expenses that the bank may possibly debit for the payments made to the Operator’s bank account in the bank or for the credit transfers made between the accounts of the Operator, other external transaction providers, and the Customer. The Customer gives his/her consent to direct debiting of the Gaming Account for any service fees in accordance with the price list in force at that time (see section 6 below).
3.3 Processing and accounting of customer funds by the Operator
Funds deposited by the Customer are accountable funds. The Operator shall keep the customer funds separate from its own funds, and the customer funds shall be deposited in a bank account. The Customer gives his/her consent to the Operator storing the deposited funds in conjunction with the funds of other Customers. The distinction of the funds is made only in the Operator’s electronic Gaming Account bookkeeping.
3.4 Interest on Customer’s funds
The Operator shall not pay any interest on funds deposited in the Operator’s bank account by the Customer. The Operator shall not pay any interest on funds entered into the Gaming Account.
3.5 Customer’s right to use the funds in the Gaming Account
Funds in the Gaming Account may be used for gaming during the opening hours of the Gaming Service (see section 5 below), provided that the Gaming account has not been frozen, locked or closed. At the request of the Customer, the Operator shall give the order to transfer funds, within a maximum period to be determined according to applicable regulations, the credit recorded in the Customer Account, entirely or partly, after deducting possible service fees, and with a reservation for possible other deductions applicable under current regulations, into the bank account,e-wallet or other payment method the Customer has last registered with the Operator. Bonus money that has not been used in the Gaming Service will not be paid out.
Except in the event of an error, the Gaming Account shall not have a debit balance. If, due to an error or incident, the Gaming Account shows a negative balance, the corresponding amount shall become immediately due and payable to the Operator. In such cases, the request to close the user registration may not be processed until such amount has been paid in full.
Deposits and withdrawals from the Gaming Account may only be made to/from the Customer’s own bank account, e-wallet or other payment method belonging to the Customer, as well as in accordance with the rules currently applicable to deposits and withdrawals, available here.
The Customer is not entitled to funds, or any other remaining rights, benefits and/or winnings shown in the gaming account that have been obtained through cheating or other breaches of the gaming rules or the Terms and Conditions of this Agreement, criminal activities, manipulation of the gaming system, or other inappropriate means. The Operator reserves the right to limit the Customer’s access to the Gaming Service and/or the right to withhold any funds shown in the Gaming Account for a time period decided by the Operator if the Operator suspects or can prove that the Customer has broken the gaming rules and/or the Terms and Conditions of this Agreement, or for other reasons of security.
The Operator reserves the right to check and verify a Customer’s identity, title to a means of payment and entitlement to the funds before making a transfer at any time.
As a result of such checks, the Operator has the right to retain the funds registered in the gaming account and to the fullest extent permitted by applicable law, is not responsible for any payment or other delays due to such checks. In the event that there are strong indications of irregular or fraudulent behaviour, it may take up to six (6) months to complete the check and verification. This period of time may be affected by legislation or decisions of the authorities. While said process is completed, the funds in question must be frozen in the gaming account of the Customer, in accordance with the applicable regulations.
3.6 No pledging or currency speculation
The Gaming Account may not be used for currency speculation or to otherwise exploit changes in exchange rates. The Operator reserves the right, when necessary, to repay the funds deposited into the Gaming Account by the Customer in accordance with the exchange rate in force at the time of the deposit.
3.7 Possibility for the Customer to suspend the Gaming Account
The Customer may suspend the gaming function himself/herself for a time period he/she deems appropriate. Should this action be executed more than three times per calendar year, the Operator may, for responsible gaming purposes, consider terminating the customer’s account, and must then send the positive balance of the Gaming Account to the Customer through the method of payment accepted by the Customer and invite these customers to visit Spanish responsible gaming webpages. You can find more information about Responsible Gaming on the Operator's Site, available here.
3.8 Possibility for the Customer to lock his/her Gaming Account
The Customer may ask the Operator to lock his/her Gaming Account. A total game-freeze means that the player can login and withdraw money, but not deposit money, play or create a new account. The Operator will lock a Gaming Account at the request of the Customer. The Operator will confirm to the Game Customer that the lock has been completed by email. You can find more information about Responsible Gaming on the Operator's Site, available here.
At the request of a Game Customer to block a game account, the Operator reserves the right to also block any other game account that the Game Customer may have within the Paf Group.
3.9 Control over transactions
The Operator shall not issue any gaming certificate or receipt regarding individual transactions in the Gaming Account. The transactions shall be accounted electronically in the Gaming Service. The Customer agrees to check that the transactions made in his/her Gaming Account are congruent with the actions he/she has taken.
3.10 Complaints and expiration
Complaints regarding, for instance, erroneous payment or unreceived winnings shall be made in writing and delivered to the Operator within 3 months calculated from the moment the deviation was or should have been detected. Should the Operator not have received the complaint within the said time limit, the Customer shall lose his/her right to invoke the deviation.
Any enquiry or complaint must be sent by email to clientes@paf.es. The Operator shall make every effort to resolve the matter satisfactorily. However, if the Customer is not satisfied, he/she is entitled to lodge any complaint with the National Gaming Commission. For more information, you can consult the dispute resolution services of the DGOJ at https://www.ordenacionjuego.es. In addition, and in accordance with the provisions of point 17, the Customer may file a complaint against the Operator before the Spanish courts in accordance with the provisions of the applicable Spanish regulations, as well as present their claim before any of the alternative resolution of conflicts that appear in the following link:
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage.
The Customer shall immediately inform the Operator after having detected a failure in the closing, freezing, locking, etc. of the Gaming Account, whether performed by the Operator or the Customer.
The Operator has a contingency plan to be activated in the event that the website or software offered through the same becomes inoperative for any reason. In any case, the Operator does not guarantee that such software or services offered meet your expectations. Likewise, the Operator does not guarantee that the gambling services offered through its Web page cannot be interrupted or that they are completely free of computer viruses or errors, although it will use its best efforts to try to make it so.
3.11 External networks
For example betting and certain casino games are played on external networks provided by the Operator’s used subcontractors. These external networks are subject to the provisions of this Agreement and additional terms and conditions. Customers are advised to familiarise themselves with and read carefully these Terms and Conditionsbefore making use of such external networks.
In the same sense, the Operator declines, to the maximum extent permitted by the applicable legislation, any responsibility regarding the information that is outside the Site and is not managed directly by the Operator. Likewise, the Operator will not be responsible for the contents or the state of third-party websites whose links may be contained in the Site, nor does their inclusion imply that the Operator approves them or shares their contents or the opinions that they may eventually contain.
4. LIMITATIONS REGARDING GAMING
4.1 General
The Customer undertakes, in addition to everything stipulated in this Agreement, to respect at all times the rules in force for all games provided by the Gaming Service. Violation of the rules of the game or of this Agreement automatically results in the nullity of the session and the Customer thus loses any prizes obtained from said invalid game. The Operator may declare the games invalid throughout the commercial relationship, as long as this is justified in accordance with these Terms and Conditions and with the applicable regulations.
If the Customer discovers a bug, or any other error in the system, he/she must immediately log out from the session of the Gaming Service. The Customer may never profit from a bug or error in the Gaming system. The Customer shall immediately inform the Operator after having detected a bug, forbidden behaviour, or any other error on or in connection to the Gaming Service.
4.2 Invalid games and forbidden behaviour
The Operator reserves the right to declare the Gaming Event of the Customer void, whether entirely or partly, should it become evident that, for example:
a session has been offered, requested or accepted on the grounds of an error;
the Customer or third parties acting in cooperation with the Customer, jointly or acting separately, intend to evade the Agreement;
the Customer and/or any other party acting in cooperation with the Customer are interested in participating in the game and are able to directly or indirectly influence the end result; and/or
the final outcome of the Gaming Event has, directly or indirectly, been affected by unlawful activities.
The Customer must personally perform all actions in regards to the Gaming Account; all payments to the account shall be made solely for his/her own benefit. Third parties may not be given access to the Gaming Service through the Customer's Gaming Account.
The following behaviour, amongst other things, is strictly forbidden in relation to the Gaming Service:
Use or attempted use of external gaming assistance programs (“EPA” or external player assistance programs) including but not limited to program or non-program based profiles and databases, for instance websites and subscription services created with the purpose of giving the Customer an unfair advantage. By unfair advantage we mean a situation in which a Customer has access to or compiles information of other Customers beyond that which is accessible by the Customer’s own use of the Gaming Service;
Use or attempted use of artificial intelligence or software that will play on behalf of the Customer or direct the Customer on how to play, e.g. so-called "robots".
Collusion or attempted collusion by exchanging information on hidden cards or other means, irrespective of the outcome of such an attempt. The Operator reserves the right, in addition to other measures, to prevent and/or ban the Customer from playing at a particular table or tournament including the right not to allow two or more Customers to play at the same table or in the same tournament together;
Chip-dumping or attempted chip-dumping irrespective of the outcome of such an attempt;
Any attempt to change, modify, break down, reverse engineer or in some other way attempt to ascertain how the program is built; and/or
Any other fraudulent practice or attempted fraudulent practice deemed so by the Operator regardless of the result of such attempt, including, for example and without limitation, illegal, dishonest or inappropriate practices in the use of the Gaming Service, such as making bets using automated systems, processes or tools that distort the genuinely random nature of the corresponding bets and gaming services; using two or more game accounts; placing bets once the event in question has already happened or knowing in advance the outcome of the bet; recurrently use acts of bad faith and abuse of rights to place their bets (including, for example, making use of manifest errors in the odds offered); or, in general, the performance of any action with the clear objective of fundamentally altering the odds of a bet. The measures described or not described above, or any other type of manipulation of the game, the making of a fraudulent payment, including, but not limited to the use of a stolen credit card or account or the fraudulent rejection of debit, the illegal crediting, refund or money laundering.
The Operator reserves the right to take measures itself or via a third party supplier to discover and/or prevent collusion, use of EPA Programs, robots, chip-dumping and any other fraudulent or improper behaviour.
For all the cases indicated, as well as for all those decisions that the Operator adopts on any matter established in these Terms and Conditions, the Operator will communicate its decision to the Customer in a timely manner, including particularly the causes that justify it. and, when possible and applicable, prior to the end of the event or circumstance that motivates them. In particular, decisions to terminate the gaming contract with the Customer will be based on recorded elements of the Customer's conduct, who will be notified of being involved in the causes that motivate said termination at least forty-eight (48) hours before its materialization, without prejudice to what is established in the following paragraph in the event that the intended resolution is caused by fraudulent or collusive behaviour.
The information commitment that the Operator assumes by virtue of the immediately preceding section will not apply when the Operator's decision is specifically based on compliance with the legal obligations that are required of it as a gaming operator (such as periodic verification of identity of the participants, the precautionary suspension of the contract derived from a fraudulent or dishonest behaviour, or the obligations derived from the commitments on the responsible management of the game).
The Customer or the person seeking to register for the Gaming Service shall always be responsible for the legality of using and registering for the Gaming Service in the country or region in which they are located.
4.3 Cancellation or voidance of bets
The Operator’s right to declare a bet void is set out and further developed in Clause 5 of the Betting Terms and Conditions, to the full content of which we expressly refer.
In the event of cancellation, the bet shall be settled at odds of 1.00.
For accumulator bets, the voidance of one of the events shall not affect the validity of the remaining selections.
The Operator reserves the right to declare a bet, in whole or in part, void in the event of errors, technical incidents, irregularities in odds, ambiguous or invalid offers, unlawful or criminal conduct, influenced or syndicated bets, breaches of applicable regulations, or when the offer has been made in jurisdictions where the Operator has ceased its activity, or in any other circumstance identical or similar to those described in Clause 5 of the Betting Terms and Conditions.
The Operator may void accepted bets placed on markets that should have been removed or that contain incorrect odds. Examples of such situations can be found in Clause 5 of the Betting Terms and Conditions.
The Operator prohibits accumulator bets that include related contingencies, unless they are expressly offered through its combination function or as a specific promotion. In such cases, the Operator may declare void those parts of the bet affected by such contingencies.
Bets may be voided irrespective of the outcome of the event.
4.4 Limited areas
The Operator may not open Gaming Accounts or receive bets from persons located in certain countries of the world, such as for example the USA, Russia and Turkey. In this sense, the Customer guarantees that access to the Operator's Site and the use of its gaming services is not illegal where he/she resides or from where he/she is accessing them.
4.5 Limits on deposits
In compliance with the applicable regulations, Customers' deposits in the Operator’s Gaming Account shall not exceed the following limits: six hundred (600) euros per day, one thousand five hundred (1,500) euros per week, and three thousand (3,000) euros per month.
Notwithstanding the foregoing, the Customer may reduce the limits set out above, by sending an express individual request to the Operator which must take immediate effect.
Similarly, the Customer may request the Operator, also through an express and individualised request, to increase the deposit limits above the limits established in the first paragraph of this section, or even their disappearance.
The Operator may respond to said requests when the Client has satisfactorily passed the addictive behaviour prevention tests established for this purpose by the DGOJ, and has not shown risky behaviour in the last three (3) months, and the Operator must carry out a historical analysis of the gaming trajectory of the Customer for this purpose and as a consequence of said request. The entry into force of the new limits will take effect within three (3) days from the fulfilment of the above requirements. In any case, the operator may only agree to said request for an increase in the limits when at least three (3) months have elapsed since the last increase in said limits. Within thirty (30) days from the entry into force, if any, of the new limits, the Customer will not be able to receive any personalised promotion, although they may continue to use those granted prior to said date.
4.6 Illegal behaviour
The Operator has a zero tolerance policy regarding illegal behaviour and can, should this occur, or there is a reasonable suspicion of it occurring, terminate the customer relationship and the Gaming Account immediately and it shall notify it together with any evidence obtained to the DGOJ.
4.7 Live event
Due to the requirements of the current Gambling Law in Spain, it is only possible to bet on a live event with the funds available in the gaming account at the time the match begins (and any winnings obtained from that match, if any).
4.8 Suspension of the gaming account due to self-prohibition or self-exclusion
In the event that the Operator becomes aware of the Customer’s registration in the General Register of Gambling Access Prohibitions, the Customer’s gaming account will be automatically suspended, and the circumstances associated with this suspension will be communicated to the Customer.
5. OPENING HOURS
The Gaming Service is open to gaming activities during the hours determined by the Operator. The aforesaid also applies to the Operator’s customer service and other office functions.
6. WINNINGS AND PAYMENT OF WINNINGS
Winnings as well as potential repayment of gaming fees or bets shall be automatically credited in the Gaming Account of the Customer. A Customer can request a transfer from the Gaming Account to a specified bank account, e-wallet or other payment method the Customer has registered with the Operator, provided that the Operator is able to support the payment method.
Winnings shall be paid to the Gaming Account within the maximum deadline specified by applicable regulations after the Operator receives instructions to this effect from the Customer.
The Operator may delay this deadline in the event of exceptional circumstances relating to suspected fraudulent behaviour, and provided it notifies the DGOJ.
Winnings cannot be exchanged or cashed in for another prize. The Customer is solely responsible for any taxes and fees which may arise in connection with a win. The Operator is in no way responsible for any consequences of the Customer’s transfer of winnings or any other action taken in connection with the winnings.
Customers requiring information on tax or legal issues are recommended to contact an advisor or the authorities in the country where the Customer resides.
7. CHAT SERVICE
7.1 General
In connection with some of the provided Games and sometimes in contact with our Helpdesk, the Operator or its subcontractors offers a real-time chat service (hereinafter “Chat Service”). For the Customers that use the Chat Service the following applies:
The Chat Service may only be used for communicating messages and material that is suitable, appropriate and which does not contravene the law and good practices of Finland or Spain, and which in general complies with the purpose of the Gaming Service. What fulfils these criteria is decided solely by the Operator.
The Operator neither endorses nor opposes the opinions of any Customer, but may take issue with the manner in which such are expressed if complaints are referred to with respect to defamatory, insulting, or inappropriate or offensive content.
7.2 Content and Conduct
The Customer acknowledges and agrees to be personally responsible for his/her use of the Chat Service and for all of his/her communication and activity on the Chat Service, including any Content the Customer contributes.
“Content” in this context means communications, documents, and all other material on the Chat Service. The Operator does not pre-screen the content available on the Chat Service and the Operator does not assume any responsibility or liability for Content that is provided by Customers on the Chat Service.
The Operator or its subcontractor reserves the right to remove at any time, and without giving any reason, Content that is objectionable to the Operator or to its subcontractor for any reason. The Operator and/or its subcontractor does not assume any liability for any failure to remove or any delay in removing Content.
The Customer’s conduct should be guided by commonly accepted conduct rules.
The Customer violates the terms of use if he/she does any of the following:
Posts, transmits or facilitates distribution of content that is prohibited or illegal, or Content that could be harmful, abusive, racist, or in any other sense could be deemed objectionable. Discrimination is not tolerated;
Promotes or encourages any illegal activity, breach of this Agreement or of the gaming rules (cheating);
Harasses, threatens, embarrasses, or does anything else to another Customer and/or the chat host that is unwanted, or disrupts the flow of chat in the Chat Service with vulgar or abusive language, technical misuse, use of excessive shouting (all caps), or flooding (posting repetitive text) or similar conduct;
Attempts to get a password, other account information, or other private information from other Customers. Employees of the Operator shall NEVER ask Customers for login details or any other private information;
Posts messages for any purpose other than personal communication, posts content that contains a virus or transmits advertising, promotional materials, or makes any commercial use of the Operator’s Chat Service;
Impersonates another person or indicates that he/she is an employee of or that he/she represents the Operator or any of the Operator’s affiliates or associated companies;
Other behaviour deemed inappropriate by the Operator, e.g. false security reports.
7.3 Security
The Chat Service is a real-time service, and for that reason the Operator does not endorse, approve, or pre-review the content that Game Clients broadcast via the Chat Service. Therefore, Game Customers are requested to be aware of the risks to their security when communicating with other Game Customers via the Chat Service. Sensitive information, such as identity document numbers or means of payment, can only be communicated to the Operator's Customer Service team, when the purpose is to identify the Game Customer.
Anything a Game Customer says or writes through the Chat Service may be monitored by representatives of the Operator.
7.4 Infringements
If a Customer violates the content or conduct terms, the Operator may take action against the Customer. The Operator may issue a warning to him/her regarding the violation, or may choose to freeze the Chat Service or immediately terminate the Customer’s Gaming Account. The Operator shall notify the Customer of this measure.
7.5 Illegal behaviour
The Operator has a zero tolerance policy for illegal behaviour, and can, should this occur or there is reasonable suspicion of this occurring, terminate the Customer relationship and the Gaming Account immediately and cooperate with the relevant authorities if there are grounds to do so.
8. NO REPRESENTATIONS OR WARRANTIES
The Customer, not limiting his/her statutory rights, expressly acknowledges and agrees to the following:
A. The Customer uses the Gaming Service at his or her own risk. The Gaming Service is provided "as is." The Operator expressly disclaims all express or implied representations or warranties.
B. All gaming activities are undertaken at the Customer’s own risk.
C. Certain delays can occur in the Operator’s system/network. The Operator reserves the right to set the result of each Gaming Event in the Gaming Service. By registering as a Customer and using the Gaming Service, the Customer is bound by such decisions.
D. The Operator does not guarantee, amongst other things:
that the Gaming Service will meet the Customer’s expectations;
that the Gaming Service will be accessible without interruption or in a timely, reliable or fault-free manner;
that the results obtained through use of the Gaming Service will be correct and reliable;
that the quality of the products, services, information or other material purchased or obtained by the Customer through the Gaming Service will meet the Customer's expectations.
E. Unless otherwise provided by law, the Game Client is solely responsible for damage to its computer system or loss of information resulting from the download of content from the Game Service.
F. No guidance or information, written or oral, obtained from the Operator or via the Gaming Service, shall constitute any warranty, which has not specifically been stated in these Terms and Conditions.
9. LIMITATION OF LIABILITY
The Customer specifically acknowledges and agrees that in as much as is permitted by applicable law the Operator shall not be liable for any direct or indirect damage, including but not limited to, delay or inability to use the Gaming Service, loss of profits, goodwill, licences of data or any other financial loss arising out of:
the use of the Gaming Service or inability to use the Gaming Service;
costs arising from acquiring a replacement of any product or service that is based on any item, data, information or service purchased through the Gaming Service, from any message received through the Gaming Service or any transactions made by means of the Gaming Service;
third party claims against the Customer;
unlawful access to or modifications of data transmissions; or
any other circumstances related to the Gaming Service.
The Operator exempts itself from any claims for damages relating to provision of the Gaming Service’s, access, function, quality, possible errors such as spelling errors, bugs and other factors relating to the Gaming Service to the extent permitted by law.
Nothing in these Terms and Conditions shall operate in such a way as to exclude any liability of the Operator for death or personal injury caused by Operator's negligence.
10. FORCE MAJEURE
To the fullest extent permitted by applicable law, the Operator is not responsible for damages suffered by the Customer due to force majeure or other similar circumstances that directly or indirectly affect the Operator's activities, which even if it could have been foreseen are unavoidable (force majeure). Examples of cases of force majeure are actual or potential labour disputes, measures taken by authorities, wars or threats of war, sabotage, civil disobedience, demonstrations, fires, storms, floods, explosions, earthquakes, decisions or limitations regarding the material or resources, impossibility of obtaining the necessary permits, disasters or failures in the electrical supply or in telecommunications.
These causes of force majeure or other events not dependent on the Operator and that prevent, delay or hinder the provision of the Gaming Service, entitle the Operator to interrupt or limit the functions until further notice.
11. AMENDMENTS TO THE GAMING SERVICE, GAMING RULES OR THE AGREEMENT
The Operator reserves the right to make amendments to the Gaming Service as well as, when necessary, to amend the gaming rules. Any amendments shall be notified in the Gaming Service.
Likewise the Operator reserves the right to amend the Gaming Conditions expressed in the present agreement at any time, and such amendments must be expressly accepted by the Customer, as stated in the present Terms and Conditions.
Should the Customer not wish to accept the amendments to the Gaming Conditions, he/she may terminate his/her contractual relationship with the Operator by sending it written notification. Termination by the Customer shall not affect his/her acquired rights.
12. OPERATOR’S RIGHT TO LIMIT THE GAMING ACCOUNT, BLOCK THE GAMING ACCOUNT OR TERMINATE THE RELATIONSHIP WITH THE CUSTOMER
12.1. Right of the Customer to close the registration and self-exclusion
The Customer has the right to close their user registration at any time, in accordance with the provisions of clause 12.4. If the Customer wishes to close their user registration, they must contact the Customer Service.
If you wish to request a self-exclusion, please see the Responsible Gaming page.
12.2. Grounds for closing the Customer’s Gaming Account
The Operator may, on the basis of legally valid grounds and after carrying out the appropriate checks, (i) temporarily suspend or block the Gaming Account and/or (ii) close the registration and terminate the contractual relationship, where there are reasonable indications that any of the following circumstances apply (without prejudice to any others provided for in these Terms and Conditions and, in particular, in section 4.2):
The Customer becomes insolvent.
There are reasonable indications of fraudulent or collusive use, use for illegal or unfair purposes, and/or that the Customer has allowed (or attempted to allow) third parties to use their account. In accordance with Article 33.2 of Royal Decree 1614/2011, the Operator may provisionally suspend the participant pending verification of the facts and, where appropriate, unilaterally terminate the contract and notify the DGOJ, together with the evidence gathered.
There are reasonable indications that the Customer is deliberately cheating or unfairly taking advantage of the Operator or other users (for example, by using systems, software, arbitrage, or automated processes intended to obtain a benefit in bad faith).
The Customer breaches the terms of the Agreement or the game rules, or engages in irregular, unlawful, or dishonest conduct, including, by way of example: (i) using two or more accounts; (ii) placing bets after the relevant event has taken place or while having privileged/advance information about the outcome; (iii) repeated abuse of obvious errors in the odds; (iv) actions aimed at materially altering the odds; (v) committing or attempting to commit a criminal offence, fraud, or misuse of the Service.
The Customer is, in the Operator’s view, equipped in an inappropriate or prohibited manner in relation to the Gaming Service.
There is insufficient funds coverage to charge the agreed service fees/commissions.
The Customer has reached their own loss limits, or the mandatory loss limits set by the Operator, as applicable from time to time.
The police, a court, or any competent authority requires the Operator to do so, or the Operator is unable to verify the Customer’s identity, occupation, income, or source of funds, as expressly required by applicable regulations.
The Customer breaches this Agreement, applicable regulations, or generally accepted standards of conduct, or the Operator has reasonable suspicions that the Customer has adopted compulsive betting behaviour.
There are clear indications that the Customer’s gambling behaviour shows signs of addiction or lack of control over such activity, or where justified for reasons of security, responsible gaming, or, among others, to protect the Operator’s reputation, in accordance with applicable regulations and this Agreement.
Where the Operator considers that any of the above situations may have occurred or are likely to occur.
The above grounds may also result in (i) the refusal to open new accounts within the Paf Group and/or (ii) the restriction or blocking of any other account the Customer holds within that Group, including the application of mandatory loss limits where applicable.
In any event, the Operator’s decisions shall be taken on the basis of legally valid grounds, in accordance with these Terms and Conditions and as provided in section 4.2 and shall be communicated to the Customer as soon as possible.
If the user registration is closed or suspended for any of the reasons indicated, the Customer shall be responsible for any claims, losses, damages, costs and expenses suffered by the Operator and shall indemnify the Operator in respect thereof.
12.3. Inactivity, suspension and cancellation due to non-use
If no transactions have been recorded on the gaming account for a period of 24 months, or if the Gaming Client has not logged in for an uninterrupted period of 24 months, the user registration will be considered inactive and the account will be suspended. If the Gaming Client wishes to reactivate their registration, they must contact Customer Support.
If the gaming account is considered inactive, it will be cancelled if it is not used within four (4) years after its suspension.
12.4. Voluntary closure of the user registration and termination with notice
(i) The Gaming Client has the right to close their user registration at any time, provided that their corresponding gaming account does not show a credit balance, which may only occur in the event of an error that will be rectified as soon as the Operator becomes aware of the incident.
(ii) Pursuant to Article 85.4 of Royal Legislative Decree 1/2007 of 16 November (approving the consolidated text of the General Law for the Protection of Consumers and Users and other supplementary laws), the Operator has the right to close your user registration and, therefore, terminate the contractual relationship with you at any time by giving you reasonable prior notice of seven (7) days. This does not in any way limit your right to close your user registration at any time and without prior notice in accordance with section 12.5(i).
12.5. Outstanding charges and return of funds following suspension or termination
After the contractual relationship with the Customer has ended or the Gaming Account has been suspended, the Operator will collect any outstanding charges and, where applicable, the relevant administrative fees.
If there are funds in the Gaming Account to which the Customer is entitled, the Operator will transfer them, at the Customer’s request, to the bank account, e-wallet or other payment method registered by the Customer with the Operator, provided that such payment method is acceptable to the Operator.
The Operator reserves the right to request that the Customer verifies their identity and/or to take any other actions that may be necessary.
13. INTELLECTUAL AND INDUSTRIAL PROPERTY RIGHTS
All the content of the Operator's Site, including, among others, the text, trademarks, the Operator's own name or denomination and all its distinctive signs (by way of example, but not exhaustive, logos, symbols, trademarks, trade names domain names, industrial designs, animations, drawings, audiovisual content, etc.), the graphics, animations, videos, music, audio, logos, icons and images available on the Site, as well as the software and all the technology used on the Site for the correct provision of the Services, is the exclusive property (either originally or via the corresponding license), which consequently holds the intellectual and industrial property rights (hereinafter the Intellectual Property Rights) over the same, according to the applicable regulations and international conventions on copyright.
The Customer hereby accepts that, by using the software or services offered by the Operator, it does not obtain any rights over the Intellectual Property Rights, beyond the non-exclusive license to use the Site granted to it. , during the duration of their contractual relationship, for the sole purpose of being able to enjoy the services offered by the Operator.
In the same sense, the Customer undertakes not to take any action or take any measure that may prejudice the validity of the Intellectual Property Rights, and will not take any action or take any measure that may depreciate the value of the Rights. of Intellectual Property, harm their image or undermine Paf's credit in the market.
The use of the Intellectual Property Rights owned by the Operator outside the assumptions and conditions set forth in these Terms and Conditions will be cause for their non-renewal and, consequently, for the termination of the current contractual relationship between the Customer and the User. operator, and the player must indemnify the Operator for damages of any kind that said use would have caused.
14. TERM OF THE AGREEMENT AND TERMINATION
This Agreement will enter into force on the day it is expressly accepted by the Customer and will remain in force as long as it is not modified and/or terminated by any of the parties, in accordance with the provisions of these Terms and Conditions.
Indeed, this Agreement may be terminated by the Operator for any of the causes provided for in current legislation, as well as by the Customer at any time by sending a written notification to the Operator.
The termination of this Agreement by the Customer will not affect the rights acquired prior to the termination of the Agreement.
15. APPLICABLE LAW AND JURISDICTION
The common legislation of Spain will be applied in the Agreement. The resolution of any dispute that arises with respect to, or in connection with, this Agreement, its interpretation, execution, performance, or the Parties and their relationship, will be settled before the courts of your place of residence or before the courts that hold the jurisdiction for its resolution in accordance with the provisions of the applicable legislation on the protection of consumers and users.
Notwithstanding the foregoing, the player will have the right to submit their claim to any of the alternative dispute resolution bodies listed at the following link: