General Terms and Conditions
1. Scope and acceptance
1.1 These General Terms and Conditions govern your access to and use of Dreamzino.com (the "Site"). Opening an account, or using any part of the Site, means you accept and are bound by all of the following, together referred to as the "Terms":- these General Terms and Conditions;
- our Privacy Notice;
- our Cookie Notice;
- the rules of any campaign, bonus or promotion published on the Site;
- the rules of each individual game, available inside that game;
- any further terms you accept to use particular features or services of the Site.
1.2 Where promotion, bonus or campaign rules conflict with any other part of the Terms, the promotion, bonus or campaign rules apply.
1.3 If you do not accept every part of the Terms, do not register or use our services. Continuing to use the Site confirms your acceptance.
1.4 "We", "us" and "Company" mean Extentia LTD, a company registered in Seychelles with registration number 246821 and having its registered office at 2nd Floor, Ebrahim Building, Office No. 5 and No. 9, Rue de la Possession, Victoria, Mahe, P.O. BOX 1196, Seychelles (the "Company"). Dreamzino.com is licensed and regulated by the Government of the Autonomous Island of Anjouan, Union of Comoros and operates under License No. ALSI-202601007-FI1. "You", "your" and "customer" mean the individual using the Site and accepting the Terms.
1.5 The English text of the Terms is the only legally binding version. Translations are for convenience. If any translation differs from the English text, the English text applies. By accepting the Terms you confirm that your English is good enough to understand them fully.
1.6 Games are provided only over a secured connection that encrypts sensitive data.
2. Legal requirements and restrictions
2.1 You must be at least 18 years old, and of legal gambling age under the laws that apply to you, to use the Site. By accepting the Terms you confirm this. If you are under 18 you must leave the Site immediately.2.2 We make no representation that online gambling is lawful where you are. It is your responsibility to check the law in your jurisdiction before registering and every time you use the Site. By using the Site you confirm that you are permitted to gamble online. If online gambling becomes unlawful or restricted where you are, you must close your account and stop using the Site immediately.
2.3 People living in the following countries ("Excluded Jurisdictions") may not register or deposit funds: Afghanistan, Belarus, Central African Republic, China, Cuba, Curaçao, Georgia, Greece, Iran, Iraq, Israel, Libya, Myanmar, Nicaragua, North Korea, Russia, Somalia, Sudan, Syria, Ukraine (including Crimea), United States of America, Venezuela, Yemen, Zimbabwe. We may amend this list at any time, at our sole discretion and without prior notice, and will publish changes on the Site. You should review the Terms regularly. If you live in or are located in an Excluded Jurisdiction, you must not open or use an account, and you must close any account you already hold.
2.4 In addition, some games are unavailable in some countries because of game provider policies, which may change. By playing these games you confirm you are not resident in a restricted country.
3. Your account
3.1 An account is required to use the full range of Site features.3.2 Your account must be in your own true name. You may hold only one account, and only one account is allowed per person, household or address, computer, mobile phone device, phone number, email address and IP address. Any further account is a "Duplicate Account". You must not open, or try to open, a Duplicate Account, including by using false or alternative details. If you do, we may close any or all of your accounts without compensation and:
treat every action on the Duplicate Account as void;
cancel any promotion used on the Duplicate Account;
void all winnings on the Duplicate Account, reverse any withdrawals already paid and treat those amounts as a debt owed to us;
close the Duplicate Account permanently.
3.3 Keep your username and password secret. You are responsible for all activity and transactions on your account. Anyone who logs in with your correct credentials is treated as you, and their transactions are valid. We are not responsible for third-party access to your account or any resulting loss; such use counts as your own.
3.4 You may not sell, transfer, buy or otherwise acquire any account. Any attempt is void and a breach of these Terms. This covers any transfer of anything of value connected to an account (including ownership, balances, winnings, deposits, bets and any related rights or claims), whether by assignment, pledge, encumbrance, usufruct, trading, brokering, hypothecation, gift or otherwise, directly or through any fiduciary, company, individual, foundation or association.
3.5 You must not log in using someone else's credentials.
3.6 Keep your account details current and tell us promptly about any change.
3.7 Closing your account. You can ask to close your account at any time by emailing to support@dreamzino.com.
Conditions:
the account must have a zero balance (neither positive nor negative) and no pending withdrawals;
if you ask to close it while it holds a positive balance and/or pending withdrawals, those funds are forfeited.
3.8 Self-exclusion. Email to support@dreamzino.com and we will help you close your account. You must tell us about any other accounts you hold with us and must not open new ones. We are not liable for losses on any other account, or for any loss or damage resulting from gambling.
3.9 We may refuse to open an account, or close an account, at any time without notice or giving reasons.
4. Your representations
4.1 By registering and using the Site you confirm that:- you act only for yourself;
- you have legal capacity and comply with the law;
- you do not have a gambling addiction and do not play under the influence of alcohol, drugs or other substances;
- all registration information you gave is accurate, and you will keep it updated;
- you understand that you may lose money using our services;
- your funds do not come from illegal activity or sources;
- you have not colluded, and will not try to collude, directly or indirectly, with any other customer;
- any card or payment method you use is yours and is not stolen or lost.
If we reasonably suspect a breach of this clause, we may close your account and void any winnings.
4.2 You confirm that you have never held another account with us and have never received money through an account belonging to someone else.
4.3 You confirm that the information in your registration form is complete and accurate.
5. Age, identity and other checks (KYC)
5.1 You must supply any information we ask for to manage your account and verify your identity or source of funds. This may include certified ID, proof of address, proof of ownership of the payment methods you used and their transaction history (for example bank or card statements).5.2 We may, at our sole discretion, use any further means we consider appropriate to verify your identity, age, residence and other circumstances, before or after any deposit or withdrawal.
5.3 You must provide requested documents and information within 30 days of our request. Until you do, we may hold payments and/or suspend your account. If you do not respond in time, we may close your account permanently. We normally complete verification within 2 business days of receiving a complete response, but complex cases may need more time or further checks.
5.4 We may appoint recognised third parties (for example credit reference agencies, identity verification services or fraud-prevention tools) to carry out these checks. We may share your personal details with them as described in our Privacy Notice.
5.5 You agree that we may carry out additional security checks on your account details and activity, in line with applicable rules and our security and anti-fraud procedures. These may include phone calls, face verification or other methods needed to confirm your identity.
6. Balance, deposits and withdrawals
6.1 Payments linked to your account are processed by us, by a payment system operator and/or by a third party we appoint.6.2 You deposit and withdraw using any payment method available on the Site at the time. Where possible, withdrawals go back to the method you used to deposit. You must follow the usage rules of each payment provider.
6.3 Your account balance is not a bank deposit. It is not insured, asset-backed or guaranteed, and earns no interest.
6.4 By depositing, you authorise us to deduct from your balance any fines or amounts due under the Terms or applicable law. You agree not to charge back, reverse or cancel deposits, and to reimburse us for any costs caused by chargebacks or recalls.
6.5 We set minimum and maximum deposit amounts at our discretion.
6.6 Refunds
6.6.1 Deposits are generally non-refundable. We may consider a refund in exceptional cases, such as a technical fault on the Site or with a payment method.
6.6.2 No refund is possible once the deposit, or any bonus linked to it, has been used to bet.
6.6.3 Refund requests must reach customer support within 24 hours of the transaction. We aim to reply within 10 business days. Every refund is at our sole discretion.
6.6.4 We may hold any refund or reversal until we are satisfied about the account holder's identity. On request you must provide an identity document (passport, driving licence or ID card), proof of address (such as a utility bill, bank statement or rental agreement) and, if required, proof that you own the payment method. If you do not provide these within 30 days of our request, the refund or reversal will not be made, your account will be closed and all funds in it forfeited. This decision is final and cannot be appealed.
6.6.5 If you deposited by credit card, we may pay withdrawals, up to the total amount you deposited, as refunds against those card purchases.
6.6.6 If our card processors or our KYC team consider any card purchase an unacceptable security or legal risk, we will refund all such transactions to the card and notify the relevant authorities and parties.
6.6.7 Before we calculate any refund, all bonuses and winnings are removed from your balance.
6.7 You can withdraw winnings by submitting a valid withdrawal request, processed under the withdrawal rules in these Terms. All deposits and winnings are subject to a minimum wagering requirement before a withdrawal can be approved.
6.8 Deposits must be wagered at least three times (x3) before withdrawal. If your total bets are lower than your deposit, we may cancel all winnings and charge a processing fee of 10% of your last deposit (minimum 0.5 EUR), or 15% if you deposited by bank card or bank transfer.
6.9 We may cancel any withdrawal if we suspect fraud, collusion or illegal activity.
6.10 We will try to pay through your preferred method but cannot guarantee it. We may pay through a different payment system from the one you requested. We should have your written confirmation.
6.11 Withdrawals are subject to limits, which depend on your VIP level.
6.12 Your VIP level is based on your activity in the 90 calendar days before your withdrawal request and may change according to your ratio of deposits, withdrawals and bonuses received. If you place no bets for one month, your level automatically may drop to the lowest level.
6.13 You may have no more than one pending withdrawal at any one time.
6.14 We may pay on an individual schedule and set minimum and maximum amounts and timing per transaction. These may vary by withdrawal method, account level or other relevant factors.
6.15 Our finance team handles withdrawal requests within 3 business days of the request and/or within 3 business days of the previous withdrawal being paid, provided all conditions are met and all checks are complete. The finance team works Monday to Friday, 06:00 to 17:00 GMT. You confirm you know and accept this schedule. Once the finance team has processed a request, we are not responsible for further delays in payment.
6.16 We may delay a withdrawal to check your identity, balance, source of funds and compliance with the Terms. We may start, join or support an investigation, and you agree to cooperate with it. We may withhold payments or winnings until all checks under the Terms are successfully completed.
6.17 Customer funds are held separately from company funds in dedicated client bank accounts, so that they are protected and returned to customers if we become insolvent.
6.18 Inactive accounts. An account with no login for 180 days becomes an "Inactive Account". While inactive, we may charge an administration fee of 5 EUR per month. We may change this fee at our discretion without notice. If the balance is below 5 EUR, the whole balance is charged. No fees are charged once the balance reaches zero.
6.19 If a software fault, incorrect transaction or similar error occurs, we may remove wrongly credited funds from your account. We will credit back any amounts wrongly deducted, or not credited, because of a technical problem within 30 days of the fault being found.
6.20 Funds credited to your account in error (for example through a payout table error, human error or any other mistake) belong to us and will be deducted. If you withdraw such funds before the error is found, the amount becomes a debt you owe us, without affecting your legal rights. If you notice an incorrect credit, you must email us immediately.
6.21 Transferring funds between customers in any way is strictly prohibited. We may block all accounts involved, remove any winnings and report the activity to the relevant authorities.
6.22 We may at any time use any positive balance on your account to offset amounts you owe us.
6.23 You are solely responsible for all taxes, levies and other costs related to your winnings. You will reimburse us for any cost or loss we incur because a government authority requires us to withhold or pay tax, or meet similar obligations, in connection with your withdrawals or income.
7. Bonuses and promotions
7.1 We may offer bonuses, free spins and other promotions from time to time. Each promotion is subject to its own rules, published on the Site, and to our General Bonus Terms and Conditions, which form part of these Terms. Where they conflict with these General Terms and Conditions, the promotion rules and the General Bonus Terms and Conditions apply.7.2 We may refuse, amend, cancel or withdraw any bonus or promotion at our sole discretion. Any abuse of a bonus, including fraud, manipulation or irregular play, may result in the bonus and all related winnings being voided and your account being restricted or closed. Full rules on eligibility, wagering requirements, game contributions, maximum bet, maximum withdrawal and bonus abuse are set out in our General Bonus Terms and Conditions.
8. Betting and Gaming
8.1 You are responsible for checking every bet detail before you confirm it. Confirmed bets cannot be cancelled by you, and we may refuse any bet, or cancel a placed bet, at our sole discretion. Game outcomes are determined by a Random Number Generator. If what your screen shows differs from the game server, the game server result applies, and our records are the sole and conclusive evidence of your participation and its results.8.2 All sports betting is governed by our Sports Betting Rules, which form part of these Terms and cover bet types, acceptance, settlement, avoid and cancelled bets, and sport-specific rules. We are not liable for any loss or damage resulting from gambling. In any disagreement about a bet or winnings, our decision is final.
9. Fraud, illegal and improper use
9.1 The Site is for personal entertainment only. The following are strictly prohibited and are a material breach of these Terms:- commercial use, or playing in someone else's name or interest;
- any fraud, including using cards, payment methods or funds that are not yours, and recalled or disputed payments;
- cheating or seeking an unfair advantage, including exploiting errors, loopholes or bugs, or using software or hardware to automate or influence bets;
- collusion with other customers or third parties, including playing for others, sharing information or coordinating play;
- unfair betting patterns, such as equal, zero or low-margin bets, minimal-risk bets, hedging, or any betting we consider abusive, risk-free or guaranteed to win;
- money laundering, terrorist financing or any other crime;
- threatening, harassing or abusing other customers or our staff;
- attacking, accessing without permission or disrupting the Site, its servers or connected systems, or bypassing our security;
- copying, reverse engineering, decompiling, modifying or extracting source code from software used on the Site, removing proprietary notices, or using the software for anything other than personal entertainment;
- selling or transferring your account, or acquiring someone else's.
9.2 You must not harm the Site or its reputation.
9.3 We may review your gameplay and betting at any time to check compliance. If we find strategies, exploitation of bugs or failures, or any activity we consider abusive at our sole discretion, we may withdraw promotions awarded, void promotional winnings, block future promotions or close your account.
9.4 If we reasonably suspect fraud, illegal or improper activity, or any other breach of the Terms, we may, at our sole discretion and with or without notice, do any of the following:
- block your account and access, and freeze pending withdrawals and other payments during the investigation;
- permanently close your account on this Site and on all partner sites on our platform, and refuse future use;
- void winnings, cancel pending withdrawals and confiscate your real money balance;
- void any bonus balance and restrict or deny future promotions;
- report suspected illegal activity to the authorities and/or recover amounts you owe us.
9.5 We may inform government bodies, online service providers, banks, card and payment processors, e-payment providers and financial institutions of suspected fraudulent, illegal or suspicious activity. You agree to cooperate fully with any such investigation.
10. Limitation of liability
10.1 We have no control over, or responsibility for, how you use the software. Using our services is your own choice and you accept all related risks.10.2 We accept no liability for any agreement, unlawful act, negligence, harm or loss of any amount, including loss of data, income or reputation, or any loss we cannot currently foresee.
10.3 Neither we, our software providers, nor our affiliates or related parties are liable for any loss, cost or harm arising, or alleged to arise, from:
- incorrect information you enter;
- any fraud, false or misleading activity;
- our decision to refuse a deposit, refuse to open an account, or suspend or close an account;
- delays in receiving or accepting deposits, or holding withdrawals for identity and other checks;
- use of your account for purposes that may be illegal under applicable law;
- any activity after your correct username and password are entered, including by a third party;
- unauthorised use of data relating to you or your account;
- being unable to use or access the Site for any reason, or poor quality access;
- anything outside our direct control, including hardware, software, viruses, data transfer systems, phone or other communications, or your internet provider;
- lost transactions caused by faulty connections of you or any intermediary between you, us or any payment company;
- any electronic communication not received;
- government action or force majeure;
- gambling where it is illegal in your country of residence;
- errors, omissions, typos or bugs on the Site or its software;
- any direct or indirect consequence of your breach of the Terms.
11. Changes to the Terms
11.1 We may change the Terms at any time, at our discretion.11.2 Changes take effect from the date stated in the Terms. You must check for updates each time you use the Site.
11.3 Continuing to use the Site after a change means you accept it, whether or not you were notified or read it. If you do not agree, stop using the Site.
12. Notices
12.1 You agree to communicate with us electronically. We may post messages on the Site and/or email you. You must give us correct contact details; we are not responsible if you do not receive information in time because they are wrong. All communication, including electronic, counts as "written" and is treated as received within 5 business days of sending. We may, but need not, communicate in writing.13. Complaints
13.1 Contact customer support at support@dreamzino.com.13.2 Customer support handles complaints and may pass them to other departments if they cannot be resolved immediately. We will keep you reasonably updated.
13.3 A "dispute" is a complaint that relates to the outcome of a gambling transaction, or that is not resolved at the first stage of our complaints process.
13.4 Customer support gives an initial reply by email. If you are not satisfied with that reply, support will ask you to send a detailed written complaint.
13.5 To confirm you are the account holder, in line with data protection law, your complaint must include:
- your account username;
- your full name as registered;
- be sent from your registered email address;
- "COMPLAINT" and the reason in the subject line;
- a detailed description of the issue;
- the specific dates and times involved.
13.6 Once we have everything needed, the Complaints Resolution Committee will review your case and respond.
13.7 We will tell you the outcome within 10 business days of receiving the complaint. For unusually complex cases needing further investigation, this period may be extended.
13.8 Your contract for all services on the Site is only with us. You agree not to bring any claim against third parties involved in running the Site, including software, game and odds suppliers, payment providers, processors and agents.
13.9. Bad Faith and Extortion: The Company will not tolerate abusive, defamatory, or blackmail behavior. Using third-party platforms, forums, or review sites to make false, misleading, or bad-faith claims—or threatening public defamation in an attempt to coerce payments or bypass these Terms—is strictly prohibited.
13.10. Actions Upon Breach: If a User submits a claim to a third-party platform that is found to be fraudulent, false, or brought in bad faith, or if the User fails to follow the internal dispute resolution procedure, the Company reserves the right to:
- Immediately suspend or permanently terminate the User's Account;
- Decline to offer future services or open new accounts for the User;
- Submit all relevant game logs, communication history, and evidence to the third-party platform and regulatory authorities to substantiate the Company's position.
14. Governing law and jurisdiction
14.1 All claims and disputes arising from or relating to the Terms or your use of the Site are governed by the laws of the Autonomous Island of Anjouan, Union of Comoros.15. Intellectual Property
15.1. Ownership: All content on the Site, including but not limited to logos, graphics, text, designs, software, trademarks, and the brand name "Dreamzino", is the exclusive property of the Company or its licensors and is protected by applicable intellectual property laws.15.2. Restrictions on Use: Users are granted a limited, non-exclusive, non-transferable license to access and use the Site solely for personal and non-commercial purposes. Any copying, reproduction, redistribution, modification, or unauthorized use of any content from the Site without prior written consent from the Company is strictly prohibited.
16. AML Policy
16.1 We comply with applicable laws, regulations and guidelines on the prevention of money laundering and terrorist financing. We check all transactions on the Site to prevent money laundering and other illegal activity.16.2 We investigate suspicious transactions and, where required, report them to the competent authorities. The law may prohibit us from telling you or any third party that an investigation is, or may be, under way, or that information has been, or may be, passed to the authorities.
16.3 If we suspect a transaction, we may suspend, block or close the accounts involved and withhold funds, as required by law or by the competent authorities.
16.4 When we verify.
We normally verify your identity once you reach certain deposit amounts or when you make your first withdrawal request, regardless of the amount deposited. We may also request documents at any other time, at our discretion. Clause 5.3 applies to deadlines and to the consequences of not providing them.
16.5 For customers living in certain jurisdictions, we may have to verify identity immediately after registration. If this applies to you, we will email you shortly after sign-up.
16.6 Acceptable documents. These include, without limitation:
- proof of identity: a valid passport, national identity card or driving licence;
- proof of address: a utility bill (for example water, gas, landline phone, landline internet) or bank statement, issued less than 6 months before the date you submit it;
- proof of payment, depending on the deposit method used: a copy of the card, a screenshot of the e-wallet or a recent bank statement showing the transactions to us;
- where required, proof of how your e-wallet or bank account was funded.
16.7 Underage use. If we cannot confirm that you are of legal gambling age, we may suspend your account. If you are shown to have been underage when you gambled with us:
your account will be closed;
- all transactions made while you were underage are void, and the related deposits will be returned to you;
- stakes on bets placed while you were underage will be returned to you;
- any winnings accrued during that time are forfeited, and you must return to us any such winnings already withdrawn.
16.8 Politically Exposed Persons (PEPs). We must identify every PEP we deal with. If we ask whether you are a PEP, you must answer truthfully, using the definitions below.
16.8.1 A “PEP” is a person who holds, or has held, a prominent public function above middle-ranking or junior official level, including:
- a head of state or head of government;
- a government minister or equivalent senior politician;
- a senior government official;
- a senior judge in a foreign country or international organisation;
- a central bank governor;
- a senior foreign representative, ambassador or high commissioner;
- a high-ranking member of the armed forces;
- a board chair, chief executive or chief financial officer of a state enterprise or international organisation, or anyone with comparable influence there.
16.8.2 You must also declare yourself a PEP if you are, or have been in the previous 12 months, a family member or close associate of a PEP:
“family member” includes a spouse or partner recognised by national law as equivalent to a spouse, children and their spouses or partners, and parents;
“close associate” includes anyone who has joint beneficial ownership of a legal entity or arrangement, or any other close business relationship, with a PEP, and anyone who is the sole beneficial owner of a legal entity or arrangement set up for the benefit of a PEP.
16.9 Persons connected to sport. We must also identify persons with a close connection to any sport or sporting event we accept bets on, and you must tell us if this applies to you. This includes anyone who owns, plays for, coaches, trains or manages a sports team, anyone with a senior role in a sport’s governing body, and their immediate family members and close associates.