Terms and Conditions
Last updated: 28.08.2019
Before using the website www.cleopatracasino.com, please read Terms and Conditions carefully. The fact of using the website confirms your consent with the Terms and Conditions.
The website www.cleopatracasino.com (“Casino”, “Company”, “We”, “Us”, “Our”) is owned and operated by Direx N.V., a company registered and established under the laws of Curacao and its wholly owned subsidiary, Direx Limited, registered address Stasinou 1, MITSI Building 1, 1st Floor, Flat/Office 4, Plateia Eleftherias, Nicosia, Cyprus. Direx N.V. is registered by the Government of Curaçao as an Information Provider legally authorized to conduct online gaming operations from Curaçao. Egaming Licensing and Supervision is provided by Antillephone N.V. Direx N.V.’s registration number is 131879 and its registered address is E-Commerce Park Vredenberg, Curaçao.
Changes of Terms and Conditions
Current Terms and Conditions may be changed by the Casino when such need occurs. The Casino will notify the players of any significant changes by email. However, please visit the Terms and Conditions page regularly to check for possible changes.
Who Can Play
The website accepts players only from those countries and geographic regions where online gambling is allowed by law. It is the player’s sole responsibility to inquire about the existing gambling laws and regulations of the given jurisdiction before placing bets on the website.
The website only accepts adult players (the minimal age is 18) and players who have reached the age specified by the jurisdiction of player’s place of residence as eligible for online gaming. It is the player’s sole responsibility to inquire about the existing laws and regulations of the given jurisdiction regarding the age limitation for online gambling.
It is entirely and solely Your responsibility to enquire and ensure that You do not breach laws applicable to you by participating in the Games.
Depositing real funds and playing for real money is subject to the laws of your country, it is your sole responsibility to abide by your native laws.
The Company reserves the right to ask for the proof of age from the player and limit access to the website or suspend the player’s account to those players who fail to meet this requirement.
Users from the following countries and their territories (“Restricted Countries”) are not allowed to deposit and play real money games: United States of America, United Kingdom, Spain, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Dutch West Indies and Curacao. The Casino cannot guarantee successful processing of withdrawals or refunds in the event that player breaches this Restricted Countries policy.
DEPOSITS INTO YOUR MEMBER ACCOUNT
You may only participate in Games if you have sufficient Virtual Funds on Your Member Account for such participation. For the avoidance of doubt, Virtual Funds shall mean Bitcoins or any other currency. CleopatraCasino.com will not grant any form of virtual credit whatsoever for participation in any of the Games.
CleopatraCasino.com can, under certain circumstances, credit a player’s account with so called “bonus”. The conditions for the crediting of the bonus (e.g. First Deposit Bonus) and the amount of the bonus is determined by CleopatraCasino.com and set out on the website from time to time. For promotions that are currently running please follow this link. If an account contains both the Virtual Funds and bonus funds, the bonus funds will only be available for wagering once the existing Virtual Funds have been used. Before fulfilling the bonus turnover conditions if you transfer or withdraw the main deposit amount, bonus funds and all winnings from this bonus will be forfeited.
To deposit Virtual Funds into your Member Account, you can transfer Virtual Funds from your personal wallets or other Virtual Funds related accounts.
CleopatraCasino.com is not a financial institution and thus should not be treated as such. Your account will not bear any interests.
Deposited amounts are available on the Account within a reasonable amount of time after the confirmation of the deposit. Before a withdrawal can be made, all previous deposits need to be confirmed.
We reserve the right to use additional procedures and means to verify your identity (Know Your Client) when effecting deposits into your Account. This could include (but is not limited to) a selfie with a document or form of identification.
It's the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.
CleopatraCasino.com is not an exchange and therefore does not execute any conversion between Bitcoin and any Fiat currency. However, for countries where credit card nor bank transfers are available which include (but is not limited to) countries such as Italy, Belgium, Canada an exception from FIAT currencies to BTC can be made.
Kindly note that bonuses come with specific bonus terms and conditions ("Bonus Terms and Conditions"). These can be found here.
We reserve the right to make a phone call to the number provided in your member account, which at our own discretion can be a necessary part of the KYC procedure. Until the account is fully verified, no cashouts will be processed. In case the provided phone number is incorrect, missing or false or the player will not answer the phone call, we reserve the right to confiscate your winnings and/or disable your member account. We'll make resonable efforts trying to contact you regarding the withdrawal of the funds, but if we are not able to reach you (by email or phone) in two weeks, the funds will be retained by Cleopatra Casino, since you have failed to pass the KYC procedure.
You may only use your own personal credit/debit card or other payment method to fund your Account. The name appearing on the credit cards, or registered on the payment accounts used for deposits or payouts must correspond to the name registered on your Account.
Players from Norway, Turkey, Singapore, Argentina, Canada and Germany depositing via card will have the deposited amount being displayed on their bank statement in EUR. Additional conversation fees might be charged by your bank.
GENERAL BONUS TERMS AND CONDITIONS
Regarding the bonuses and promotions, all times and dates are stated in UTC.
All customer offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, NETeller etc), IP, and shared computer, e.g. public library or workplace.
To claim the deposit welcome bonus or any deposit bonus (excluding free spins), the user must make a minimum deposit of 10 EUR/USD, 15 AUD/CAD, 100 NOK, 700 RUB, 70 CNY, 1,200 JPY or 2 mBTC. For example, the player will automatically receive the first bonus after depositing an initial 10 EUR/USD, 15 AUD/CAD, 100 NOK, 700 RUB, 70 CNY, 1,200 JPY or 0.002 BTC. The second deposit bonus will be triggered once the player makes a second deposit of 10 EUR/USD, 15 AUD/CAD, 100 NOK, 700 RUB, 70 CNY, 1,200 JPY or 2 mBTC or more at CleopatraCasino. The same rule applies for the third deposit bonus.
Once the first step of the welcome package is activated, the customer can then switch currency as follows, i.e. if a player deposits €10 and activates the first step of welcome package, he can then claim the second step by depositing in bitcoins.
All bonuses (unless otherwise specified) need to be wagered 35 times before the funds can be withdrawn.
Please note that different games contribute to a different percentage towards the wagering requirements. Slots contribute 100% (aside from excluded ones and classic slots, see below), while all table games and video poker contribute 5% (live games do not contribute).
The following slot games contribute 50% towards the completion of the wagering requirement: After Night Falls, Blood Suckers, Demolition Squad, Eggomatic, Ghost Pirates, Good Girl, Bad Girl, Gypsy Rose, Jack Hammer, Jack Hammer 2, Jackpot 6000, Johnny the Octopus, Mega Gems, Mega Joker, Ragnarok, Reel Rush, Safari, Secret of the Stones, Simsalabim, Steam Tower, Victorious.
Kindly note that the following games are not able to be played with bonus money: Jade Butterfly, Break Da Bank Again Respin, Magic Oak, Egyptian Dreams Deluxe, 1429 Uncharted Seas, 300 Shields, Alchymedes, Art of the Heist, Astro Legends: Lyra and Erion, Baker's Treat, Beautiful Bones, Bikini Party, Book of Oz, Bookie of Odds, Castle Builder, Castle Builder II, Cazino Cosmos, Cool Buck, Craps, Dark Vortex, Dead or Alive, Devil's Delight, Divine Forest, Double Dragons, Dr. Jekyll & Mr. Hyde, Dragon Dance, Dwarf Mine, Eye of the Kraken, Forsaken Kingdom, Fruitbat Crazy, Gems Odyssey 92, Gems Odyssey, Golden Legend, Happy Halloween, Holmes and the Stolen Stones, Hot Ink, Hugo 2, Jackpot Jester 200000, Jackpot Raiders, Jokerizer, Le Kaffee Bar, Lemur Does Vegas, London Hunter, Lucky Angler, Magic of Sahara, Max Quest: Wrath of Ra, Medusa, Mega Boy, Mines of Gold, MULTIFRUIT 81, Ninja, Ozwin’s Jackpots, Pearls of India, Peek-a-Boo - 5 Reel, Pimped, Pets Go Wild, Pinocchio, Pumpkin Patch, Queen of Gold, Rage to Riches, Reel Gems, Reel Steal, Retro Reels Diamond Glitz, Retro Reels Extreme Heat, Retro Reels, Robin Hood: Shifting Riches, Rocket Dice, Royal Masquerade, Santa’s Village, Scarab Treasure, Scrooge, Scudamore's Super Stakes, Sea Hunter, Single Deck Blackjack Professional Series, Spectacular Wheel of Wealth, Spina Colada, Split Way Royal, Stardust, Sugar Pop, Sugar Pop 2: Double Dipped, Summer Splash, Super 7 Blackjack, Super Fast Hot Hot Respin, Tens or Better, The Dark Joker Rizes, The French Roulette, The Wish Master, Three Card Rummy, Tomb Raider - Secret of the Sword, Tomb Raider, Tower Quest, Tree of Fortune, Triple Edge Poker, Tut's Twister, TXS Hold'em Professional Series, Untamed Bengal Tiger, Untamed Crowned Eagle, Untamed Giant Panda, Untamed Wolf Pack, Vampire: The Masquerade - Las Vegas, Vegas High Roller, Vikings go Berzerk, Vikings go to Hell, Village People Macho Moves, Vip European Roulette, Wheel of Wealth Special Edition, Wheel of Wealth, WhoSpunIt Plus, Wicked Circus, Wild Orient, Wolf Hunters, Zombie Hoard, Zoom Roulette and Jackpot Games.
Players can request a withdrawal of their deposited amount prior to meeting the wagering requirements. However, the bonus amount and winnings will be forfeited as a result.
All deposit and free cash bonuses will expire after 7 days, unless otherwise stated.
Bonus funds and winnings will be forfeited upon expiry of the bonus.
When betting, placed bets are deducted from the player’s cash balance. However, if no cash balance is available the bet placed will be deducted from the player’s bonus balance.
Until the play through requirements have been met, the maximum bet that can be placed is 25 EUR/USD, 37 AUD/CAD, 250 NOK, 1,800 RUB, 170 CNY, 3,000 JPY. When it comes to Bitcoin players the maximum bet is 5 mBTC (0.005 BTC). This includes double up wagers after the game round has been completed, for example, wagering winnings from X game round on red/black.
Any bonus can be removed prior to any wagering conditions being met. Please contact CleopatraCasino support to learn more or use the forfeit button under ’Bonuses’.
Only one bonus can be claimed at a time. Deposit related bonuses cannot be “stacked”. CleopatraCasino.com management reserve the right to void any bonuses and/or winnings obtained by fraudulent behavior.
Any “free spin” or “bonus” winnings resulting from bonus funds after the bonus has been wagered, lost or forfeited shall be removed.
All withdrawals will be subject to an internal audit before being processed. CleopatraCasino reserves all rights to void Bonuses or any winnings for failed audits. Player hereby consents in advance to same.
If, upon such a review, it appears that a Player(s) are participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that CleopatraCasino, in its sole and complete discretion, deems to be abusive (‘Promotion Abuse’), CleopatraCasino reserves the right to revoke the entitlement of such a Player to receive or benefit from the promotion (and/or withhold the pay out of the proceeds of such abuse to the Player/s in question). Only fully settled bets (i.e. bets that result in a win or loss) will be counted towards wagering.
Multiple accounts are not permitted. Creating more than one account with CleopatraCasino in order to claim any bonuses is deemed as bonus abuse and may result in confiscated funds.
Bonus round and free spins do not qualify for the jackpot bonuses pursuant to casino software provider rules. Only real money rounds qualify for the jackpot bonuses.
Minimal risk bets on any games (i.e. betting in proportions on different outcomes in the same hand to create “action” with minimal risk) do not qualify for completing the wagering requirement. Examples of minimal risk bets include betting on red and black simultaneously in Roulette, and betting player and banker simultaneously in Baccarat. Players who are found to be adopting these practices risk of having their bonus and winnings confiscated.
If it’s discovered that a group of players is using the same betting patterns and is connected via (but not limited to) location, banking pattern or IP, CleopatraCasino management will at its own discretion have the mandate to confiscate bonus winnings and/or deposit.
The maximum winnings that will be paid out resulting from a cashback bonus, comp points bonus, welcome bonus, daily deposit bonus or weekly bonus will be 10,000 EUR, 10,000 USD, 15,000 AUD, 15,000 CAD, 100,000 NOK, 700,000 RUB, 70,000 CNY, 1,200,000 JPY. In regards to BTC players, the maximum winnings that will be paid out resulting from a cashback bonus, comp points bonus, welcome bonus, daily deposit bonus or weekly bonus will be 2 BTC. Any winnings exceeding this amount will be forfeited.
If, while playing at CleopatraCasino Casino, you win a sum regarded by CleopatraCasino Management as worthy of publicity, you agree to make yourself available for any event of such nature arranged by CleopatraCasino. While CleopatraCasino protects all personal data entrusted to us, we reserve the right to use first names and the first initial of the last name in any CleopatraCasino announcement about promotion results or on the website or lobby.
Regarding the bonuses and promotions, all times and dates are stated in UTC.
When accepting a deposit bonus, kindly remember that your deposit is locked with the accepted bonus. This means that you have two options, either to complete the wagering requirement of the bonus, or cancel the bonus. If you choose to cancel the bonus, the bonus and all winnings attributed to the bonus will be lost. Wagering with both the bonus money and your deposited cash will count towards the wagering requirement.
Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited. Players doing so agree to have their bonus and associated winnings declared void.
Players from Sweden are excluded from receiving any type of bonus.
Players from Finland are excluded from receiving any deposit bonuses.
In the event of any dispute, the decision of CleopatraCasino will be final.
CASHBACK BONUS TERMS AND CONDITIONS
The maximum cashback bonus that a player can receive is 2,500 EUR or the equivalent amount in your currency.
The Wagering Requirements for the cashback bonus are 35 times the Bonus sum awarded to you. In addition, no winnings accrued in connection with our cashback bonus may be withdrawn/transferred until the wagering requirements have been met.
Cashback is only calculated based on real money losses, without taking into account any bonus money and cashouts.
WEEKLY SLOTS CHALLENGE (TOURNAMENT) BONUS TERMS AND CONDITIONS
The maximum winnings that will be paid out resulting from our weekly slots challenge (tournament) will be 10,000 EUR/USD, 15,000 AUD/CAD, 100,000 NOK, 700,000 RUB, 70,000 CNY, 1,200,000 JPY or 2 BTC. Any winnings exceeding this amount will be forfeited.
The Wagering Requirements for our weekly slots challenge (tournament) are 35 times the Bonus sum awarded to you. In addition, no winnings accrued in connection with our weekly slots challenge (tournament) may be withdrawn/transferred until the wagering requirements have been met.
NO DEPOSIT BONUSES TERMS AND CONDITIONS
The maximum winnings that will be paid out resulting from a free bonus or free spins without a deposit (e.g. the 20 free spins upon registration) will be 50 EUR/USD, 75 AUD/CAD, 500 NOK, 3,500 RUB, 350 CNY, 6,000 JPY or 0.01 BTC. The maximum winnings that will be paid out resulting from Friday free spins bonus will be 500 EUR/USD, 750 AUD/CAD, 5,000 NOK, 35,000 RUB, 3,500 CNY, 60,000 JPY or 0.1 BTC. Any winnings exceeding this amount will be forfeited.
The Wagering Requirements for Free and Registration bonuses are 35 times the Bonus sum awarded to you, unless stated otherwise in the supplemental Terms and Conditions. (For Registration bonuses, free spins and free bonuses which require NO deposit, note that no winnings at all may be withdrawn/transferred until you have transferred at least 20 EUR/USD, 30 AUD/CAD, 200 NOK, 1,500 RUB, 140 CNY, 2,500 JPY or 0.004 BTC into your Player Account. In addition, no winnings accrued in connection with any Free Bonus may be withdrawn/transferred until the wagering requirements have been met.)
For no deposit bonus withdrawals, we reserve the right to request a KYC. Regarding the KYC (Know Your Customer), the following documents may be needed for verification: One government approved identity card (ID card, passport and driver’s license) with a picture, as well as proof of residency such as a utility bill (which is not older than 2 months). If your deposit method was via a credit card we will require a scanned copy of the credit card (front and back) which you used.
Players requesting a withdrawal of money won with a no deposit bonus cannot do so via bank transfer.
Players from the following countries are not eligible for the no deposit free spins: Albania (AL) Algeria (DZ) Angola (AO) Austria (AT) Bahrain (BH) Bangladesh (BD) Belarus (BY) Benin (BJ) Bosnia and Herzegovina (BA) Botswana (BW) Bulgaria (BG) Burundi (BI) Cameroon (CM) Cape Verde (CV) Chad (TD) Comoros (KM) Croatia (HR) Czech Republic (CZ) Côte d’Ivoire (CI) Djibouti (DJ) Egypt (EG) Equatorial Guinea (GQ) Eritrea (ER) Ethiopia (ET) Gabon (GA) Gambia (GM) Georgia (GE) Ghana (GH) Greece (GR) Guinea (GN) Guinea-Bissau (GW) Hungary (HU) India (IN) Indonesia (ID) Iran (IR) Iraq (IQ) Islamic Republic of (IR) Jordan (JO) Kazakhstan (KZ) Kenya (KE) Kuwait (KW) Lebanon (LB) Lesotho (LS) Liberia (LR) Macedonia Republic of (MK) Madagascar (MG) Malawi (MW) Malaysia (MY) Mali (ML) Mauritania (MR) Mauritius (MU) Moldova Republic of (MD) Mongolia (MN) Montenegro (ME) Morocco (MA) Mozambique (MZ) Namibia (NA) Nepal (NP) Niger (NE) Nigeria (NG) Oman (OM) Pakistan (PK) Palestine State of (PS) Philippines (PH) Poland (PL) Portugal (PT) Romania (RO) Russia (RU) Rwanda (RW) Sao Tome and Principe (ST) Senegal (SN) Serbia (RS) Seychelles (SC) Sierra Leone (SL) Slovakia (SK) Slovenia (SI) Somalia (SO) South Sudan (SS) Sudan (SD) Swaziland (SZ) Sweden (SE) Syrian Arab Republic (SY) Tanzania United Republic of (TZ) Thailand (TH) Togo (TG) Tunisia (TN) Uganda (UG) Ukraine (UA) United Arab Emirates (AE) Vietnam (VN) Yemen (YE) Zambia (ZM) and Zimbabwe (ZW)
Availability of games
Please bear in mind some games may be unavailable in certain jurisdictions, as required by policies of game providers which may change from time to time.
NetEnt games are unavailable for Afghanistan, Albania, Algeria, Angola, Australia, Bahamas, Botswana, Cambodia, Ecuador, Ethiopia, Ghana, Guyana, Hong Kong, Iran, Iraq, Israel, Kuwait, Lao, Myanmar, Namibia, Nicaragua, North Korea, Pakistan, Panama, Papua New Guinea, Philippines, Sri Lanka, Singapore, Sudan, Switzerland, Syria, Taiwan, Trinidad and Tobago, Tunisia, Uganda, Yemen, Zimbabwe, as well as Belgium, Bulgaria, Czech Republic, Denmark, Estonia, France, Italy, Latvia, Lithuania, Mexico, Portugal, Romania, Spain, United States of America and the United Kingdom.
In addition to the above, Jumanji, Emoji planet, Guns & Roses, Jimi Hendrix & Motörhead, Planet of the Apes, Vikings, Narcos are unavailable in Azerbaijan, Canada, China, India, Indonesia, Malaysia, Qatar, Russia, South Korea, Thailand, Tunisia, Turkey, Ukraine.
Additionally, Universal Monsters series (Frankenstein, the Bride of Frankenstein, Dracula, The Mummy, The Wolf Man, Creature from the Black Lagoon and The Invisible Man) are only available in these countries: Andorra, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Brazil, Georgia, Iceland, Liechtenstein, Moldova, Monaco, Montenegro, Norway, Russia, San Marino, Serbia, Switzerland, Ukraine, Croatia, Macedonia, Turkey, Austria, Bulgaria, Cyprus, Czech Republic, Finland, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Peru, Poland, Slovakia, Slovenia, and Sweden.
Players from the following countries are not eligible to win any jackpots from jackpot games offered by NetEnt (such as but not limited to Arabian Nights): Australia, Azerbaijan, China, Denmark, India, Israel, Italy, Japan, Malaysia, Qatar, Russia, Spain, Thailand, Tunisia, Turkey, United Arab Emirates, Ukraine. The Casino will make reasonable efforts to prevent players from these countries to reach the games, but if players from any of the stated countries would win the jackpot, the jackpot win will be annulled.
Players from Canada are not eligible to play the games from NYX.
The website allows playing for the following CURRENCIES: EUR, USD, NOK, CAD, AUD, RUB, CNY, JPY and BTC.
Fees and Taxes
The player is fully responsible for paying all fees and taxes applied to his winnings according to the laws of the jurisdiction of player’s residence.
If the player made a deposit and does not place any wagers, we reserve the right to cover our fees in case the player makes a withdrawal.
The player confirms that he/ she knows and understands the rules of games offered by the website. It is at player’s discretion to know the payout percentage of each game.
Disclaimer of Liabilities
The player is aware of the fact that gambling at the website may lead to losing money. The Company is not liable for any possible financial damage arising from the use of the website.
The Company is taking effective measures to protect player’s private data from any unauthorized use and is only making it available to parties involved in providing of gambling services through the website. Notwithstanding this, the Company is not responsible for how the information is further treated by third parties, for example third party software providers or affiliates. Treatment of player’s private data by such parties is subject to terms and conditions of these parties, if any.
The Company is not liable of any hardware or software defects, unstable or lost Internet connections, or any other technical errors that may limit player’s access to the website or prevent player from an uninterrupted play.
Use of Player’s Account
Each player can create only one personal user account. Creating multiple user accounts by a player can lead to termination of the accounts and suspending of all payouts. The player shall not provide access to his user account or allow using the website to any third party including but not limited to minors. The website can only be used for personal purposes and shall not be used for any type of commercial profit.
The Company has strict anti-fraud policy. If the player is suspected of fraudulent actions including but not limited to:
- participating in any type of collusion with other players,
- development of strategies aimed at unfaithful winnings,
- fraudulent actions against other online casinos or payment providers,
- charge back procedures with a credit card or denial of some payments made,
- other types of cheating,
- or is known to have gone bankrupt in the country of his residence,
- providing incorrect information about personal data during registration
the Company reserves the right to terminate the user account and suspend all payouts to the player. This decision is at sole discretion of the Company and the player will not be notified or informed about the reasons of such actions. The Company also reserves the right to inform the regulatory bodies of such fraudulent actions performed by the player.
CleopatraCasino.com offers a variety of payment methods. They include VISA and MasterCard credit and debit cards, as well as different web wallets. Please contact our support team at firstname.lastname@example.org to inquire about the payment methods which are most favorable for your country of residence.
Please note that the minimal amount of deposit is 10$/€.
Withdrawal/ Refund Policy
In order to make a withdrawal, a player playing with traditional currencies (EUR, USD, AUD, CAD, NOK, CNY, JPY) must play through active deposited amounts at least one time prior to withdrawal. Players depositing from a BTC Wallet need to play through active deposited funds at least 1 time prior to withdrawing due to higher risk of fraud. If you are a table games player, 10x needs to be wagered, regardless of currency. This procedure is in line with anti money laundring practices. The player is fully responsible for paying all fees and taxes applied to the winnings according to the laws of the jurisdiction of the player’s residence.
The minimal amount for withdrawal is 10$/€. The maximum amount for withdrawal depends on the payment method you decide to use. If the requested amount of withdrawal exceeds the limit of a particular payment system, the amount will be withdrawn in installments. Your withdrawals will be processed as soon as possible, however, please keep in mind that some payment options take up to 3 days to process the withdrawal request.
If you have deposited via credit or debit card and the amount of withdrawal is equal or smaller to the one deposited, we reserve the right to pay the withdrawal amount back to the credit or debit card. If the amount exceeds the one deposited, the amount in excess will be paid via one of the alternative payment methods.
The Company reserves the right to check player’s identity prior to processing payouts and to hold withdrawals for the time needed to check the player’s identity. In case of false personal data provided by the players, the withdrawal can be refused and the user account can be terminated. The player will be informed thereof by email.
The Casino supports payouts via Original Credit Transfer (OCT) from Visa and via Payment Transfer from Mastercard. Additional requirements are that the respective credit card is not a corporate credit card and the card is issued in a supported country.
For Visa, the following countries are not supported: USA, Australia, New Zealand, Hong Kong, India, Indonesia, Japan, Korea, Malaysia, Singapore.
For Mastercard, only the following countries are supported: Andorra, Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Luxembourg, Malta, Monaco, Netherlands, Norway, San Marino, Slovakia, Slovenia, Sweden, Switzerland, Turkey.
Please note that even for supported countries the Casino is not able to guarantee successful credit card payment processing in all cases, since banks issuing credit cards may block or reject such transactions at their own discretion.
Please mind that the internal operating currency of the website is Euro. You will not be able to request a Bank Transfer for USD payouts. All Bank Transfer payouts are processed within 3 (three) working banking days.
Since the internal operating currency of the website is Euro, in case you transact in other currencies, the amount deducted from your credit card may be insignificantly higher than displayed at the time of transaction due to currency conversions on the side of your bank and/or the Casino’s payment processing system.
You acknowledge that withdrawals via bank transfers can in exceptional cases be subject to additional charges by the intermediary banks. These charges remain outside the influence of The Casino and are limited to the equivalent of EUR 16.
Maximum withdrawal amount processed to a player is 12,000 €/$ per week, unless otherwise specified in the promotional Terms & Conditions, where exceptions can be made to players with a higher VIP status. All progressive jackpots wins will be paid in full.
If the player’s account stays inactive during 180 days (the account holder performs no deposits, bets or withdrawals), it is considered a Dormant Account. The casino reserves the right to terminate such an account and withhold any cash available on the account balance. If the player decides to re-activate his Dormant Account, he/she should contact the casino support team.
You may contact our customer service according to the instructions located at the Website to give us any complaints regarding our services.
Complaints are handled in the support department and escalated in the organisation of the Casino in the case that support personnel did not solve the case immediately. The player shall be informed about the state of the complaint to a reasonable level.
If the dispute is not resolved on the casino management level, you can contact any independent body, gaming authority or licensor listed on the casino website.
In the event of any dispute, you agree that the records of the server shall act as the final authority in determining the outcome of any claim. You agree that in the unlikely event of a disagreement between the result that appears on your screen and the game server, the result that appears on the game server will prevail, and you acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the relevant online gaming activity and the results of this participation.
When we wish to contact you regarding such a dispute, we will do so by using any of Your Contact Details.
PRIVACY AND SECURITY
Cleopatracasino.com is complying with the data protection and privacy laws and is treating all customer information as strictly confidential.
2. COLLECTION OF PERSONAL DATA
We collect players’ private information when players register within our system, respond to our communication, or contact our support team. The information may include player’s name, date of birth, private address, email address, IP address, credit and debit card details, and some other information personal data. The personal data of players are available to Cleopatracasino.com employees, employees of the software provider SoftSwiss, to payment systems and other third parties which assist Cleopatracasino.com in providing gambling services to the end users. All parties to whom the players’ information is disclosed are treating it as confidential according to the corresponding agreements and laws. The data is fully protected from unauthorized access.
3. INFORMATION ON PLAYERS’ BALANCE
Cleopatracasino.com is keeping information on players’ deposits, winnings and cash-outs as strictly confidential and is not disclosing it to any third parties without prior consent of the player unless otherwise required by the law.
4. USING PERSONAL DATA FOR MARKETING
Cleopatracasino.com is using players’ information for marketing purposes. However, we respect players’ privacy. If players do not wish to receive any promotional materials, they can choose such an option during registration or unsubscribe at any time when using Cleopatracasino.com gambling services.
CleopatraCasino.com website is using cookies to store your preferences and guarantee a more pleasant gaming experience. For any custom privacy settings, players should contact our support team at email@example.com
6. DISCLOSER OF PERSONAL DATA
In case Cleopatracasino.com discovers that a player has participated in any type of fraudulent actions, such as game manipulation, payment fraud, provision of false personal data, money laundering, using stolen credit cards, etc., the company reserves the right to disclose such player’s personal data to any third party or make it publicly available.
7. SECURITY OF PERSONAL DATA
Cleopatracasino.com is committed to provide 100% secure gambling services to players to ensure that no data is stolen, lost or misused. We implement the latest technological achievements to provide for the safety of all personal data of the players.
8. SSL TECHNOLOGY
9. ANTI-FRAUD SYSTEM
Moreover, we use special anti-fraud techniques to prevent any type of financial fraud on the website. Any attempts of fraudulent actions result in immediate termination of player’s account.
10. ACCESS TO PLAYER’S ACCOUNT
Player’s account can only be accessible with the unique ID and password of the players. The player is responsible for keeping the login information confidential and making sure it cannot be accessed by another person.
11. SECURE PAYMENT PROCESSING
We only work with the most reputable and trustable payment processing providers to make sure that players’ deposits and cash outs are handled carefully and according to the corresponding standards.
12. NETENT GAMES
13. DORMANT ACCOUNTS
An inactive Account is a Player Account which a player has not logged into or logged out of for 12 (twelve) consecutive months. If your Player Account is deemed to be inactive, the Casino reserves the right to charge a monthly administrative fee of €10 or the equivalent in another currency (or the current balance of your Player Account, if less) as long as the balance of your Player Account remains positive.
You authorize the Casino to debit this fee from your Player Account on the beginning of the month following the day on which your Player Account is deemed inactive, and on the beginning of every subsequent month that your Player Account remains inactive. The Casino will stop deducting the fee if the account balance is zero or if the account is re-activated.
14. RESPONSIBLE GAMING
Gambling at an online casino is mostly done for entertainment purposes. However, there is a certain percentage of people who lose control over themselves while gambling. Before starting to play, it is important to realize that gaming shall not be viewed as a source of income or means of recovery from debts. It is useful to keep track of the time and the amount of money spent at an online casino daily.
15. ASSISTANCE FOR PROBLEM GAMING
If you think that you start spending more money than you can afford, or gaming starts interfering with your normal daily routines, the following measures may help:
16. PERSONAL LIMITS
To assist you in gambling responsibly we have limits on deposits, losses, wager amounts or user account activity that you can set yourself. This functionality can be accessed within your user profile in the “Gambling Limits” section.
Limits can be amended at any time. A decrease in the limit will take effect immediately, however an increase may only occur after email confirmation and only after the previous limit of the same type expires, in order to avoid rash decisions. If you require further information or assistance regarding Personal Limits functionality, please contact support.
Deposit Limit. You can set a limit on your deposits for a day, a week, or a month.
Loss Limit. You can set a limit on your losses in the casino for a day, a week, or a month.
Wager Limit. You can set a limit on the wagered amount for a day, a week, or a month.
Cooling-Off Limit. You can set your Cooling-Off Limit for 1 day, 3 days, 1 week, 1 month, 3 months, or 6 months. While the limit is active you cannot deposit to the casino and you will be excluded from all promotional offers for the set period, although you may withdraw remaining funds during this period. Cooling-Off period is applied to your account immediately. Upon its expiring your account will automatically be re-activated.
Self-Exclusion Limit. You can set your Self-Exclusion Limit for 6 months, 9 months, or 1 year. Upon doing so your user account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds. Upon its expiring your account will automatically be re-activated.
Self-exclusion by request. You may contact our Support Team at firstname.lastname@example.org and inform us about your decision to stop gambling at the website for a certain period of time. We will take all measures to block your access to the website and make sure that you receive no promotional materials.
17. External help
You may contact any of the following organizations for consultation and support:
18. PROTECTION OF MINORS
Cleopatracasino.com is only accepting players who are at least 18 years old and uses all available methods to stop any attempts of minors to register and play at our casino. The casino reserves the right to ask for proof of identity and in case the player has not reached the legal age to play, access to the website will be denied. However, we realize that due to a wide availability of Internet people under age still have a chance to register and play at an online casino. We therefore strongly encourage parents to cooperate in protecting their children from free access to gaming websites. There is special software that can help in this matter. Please visit the following websites for more information.