General Terms and Conditions

Version 2; dated 11/05/2019


1. REGISTERING A USER ACCOUNT
1.1. To use the Services, meaning all products and services, including the Partner Programme, available on the LOPOCA Website, you must first register a User Account via the LOPOCA Website.
1.2. A list of prohibited territories can be found on the website of the Financial Action Task Force (FATF) at http://www.fatf-gafi.org/ in the section on high-risk and other monitored jurisdictions.
1.3. Only persons that are over eighteen (18) years of age (or the minimum age applicable in the country in which the person resides at the time of registering, whichever is greater) may register.
1.4. Only physical/natural persons may register solely for personal use. You may not register on behalf of anyone else.
1.5. You may not register and/or use the Services if you have been excluded or have excluded yourself from gambling (e.g. any active self-exclusion).
1.6. When registering, you must choose between becoming a Player or a Team Partner.
1.6.1. A Player may use all Services, but may not participate in the Partner Programme.
1.6.2. A Team Partner may use all Services and participate in the Partner Programme.
1.6.3. If you initially registered as a Player, you may choose to become a Team Partner at any time and vice versa.
1.7. Registration is always free of charge.
1.8. During the registration process, you will be asked to provide the name of the User who recommended LOPOCA to you (Referrer) or to nominate a Referrer.
1.9. When registering you will be asked to choose a username. You may choose your own password. LOPOCA may, however, impose certain criteria concerning the safety of your password. You agree to keep your login details secret and confidential and not to allow anyone else to use your User Account. If you suspect that someone other than yourself becomes aware of your login details, you are required to immediately change them and report a possible breach of security to the LOPOCA Support Team. LOPOCA is not responsible for any abuse or misuse of your User Account by third parties due to your disclosure, whether intentional or accidental, whether active or passive, of your login details to any third party, which is not LOPOCA’s fault.
1.10. You will be asked to provide various information about yourself that LOPOCA is legally required to ask you and/or which LOPOCA needs for the provision of the Services in accordance with the Terms of Use (Know-Your-Customer Procedure; KYC).
1.10.1. Any information you provide must be true, complete and accurate.
1.10.2. The information that you will be asked for includes, without limitation, your first and last name, address, country of residence, e-mail, gender, date of birth and telephone number, passport, identity card or driver’s license, picture of yourself while holding your identity document next to your face, proof of address not older than three (3) months (gas, water, electricity, telephone or credit card bill), bank statement, copies of payment method (e.g. copy of front and back of credit card), excerpt of registry of residence, information and documents regarding your occupation and source of funds/wealth and further information.
1.10.3. Within seventy-two (72) hours of making your first deposit to your Gaming Account the above outlined verification checks must be completed to the satisfaction of LOPOCA, otherwise your User Account may be terminated at LOPOCA’s sole discretion. In this seventy-two (72) hour period Users may use the Service, but cannot make withdrawals.
1.10.4. You are obliged to ensure that the details and information you have provided to LOPOCA are always kept up to date. You may change the details you provided during registration by editing your User Account preferences or contacting the LOPOCA Support Team. LOPOCA reserves the right to ask you to present official documents or other information to prove your identity as required or to confirm any changes.
1.11. By registering a User Account on the Website the Terms of Use apply.
1.12. It is in LOPOCA’s sole discretion whether to accept your registration or not. LOPOCA is not required to give any reason for a refusal of your registration. In any case, LOPOCA will inform you about its decision by sending you an e-mail to the e-mail address you provided during registration. Furthermore, if your registration is refused any contractual obligations already made by LOPOCA will be honoured.
1.13. You may only have one User Account. This means that you are prohibited from registering a new User Account if you already have one. In case you have forgotten your login details, you may contact the LOPOCA Support Team or use the “forgot password” function on the Website.
1.14. You may not sell, otherwise grant or transfer your User Account or any right, claim or title connected to it to another person or acquire another person’s User Account or any right, claim or title connected to it. You may also not transfer any funds from your User Account to another.

2. ACCOUNTS
All Users have a Gaming Account where they may deposit funds to use the Services.
All Team Partner have a Benefit Account where they may receive Benefits from the Partner Programme.
All rules regarding the User Account affect the Gaming Account as well as the Benefit Account. This especially applies to all rules regarding closure, suspension or termination.

3. USE OF THE SERVICES, DEPOSITS
3.1. Use of the Services requires you to have sufficient Credits in your Gaming Account. For the avoidance of any doubt, LOPOCA does not provide Services to Users on credit. In order to have Credits in your Gaming Account, you need to deposit funds to your Gaming Account.
3.2. LOPOCA may charge assigned fees for processing deposits. In such cases, these fees shall be visible during the deposit process.
3.3. A daily, monthly, quarterly and/or annual Pay-In Limit for deposits into the Gaming Account is pre-set on the Website. Users can decrease the pre-set Pay-In-Limit within the Members Lounge by accessing “My Limits”. Users can increase the pre-set Pay-In-Limit by contacting the LOPOCA Support Team. Transfers of funds from the Benefit Account into the Gaming Account as well as winnings credited to the Gaming Account are not taken into account when calculating the annual Pay-In Limit. Once the Pay-In Limit is reached, you will not be able to make any more deposits in the respective time period. To increase your Pay-In Limit please contact the LOPOCA Support Team. The reduction of Pay-In Limits are processed as soon as reasonably possible, but Pay-In Limit increases will not take effect before seven (7) days have passed after your request.
3.4. Deposits can be made via various payment methods offered on the Website. Please also refer to https://www.lopoca.com/en/deposits-and-withdrawals/ for further information relating to the payment methods available, fees and processing times. The payment methods offered on the Website may change from time to time. LOPOCA will always try to offer you multiple different payment methods, but does not guarantee any specific payment method to be available at any time in which you may choose to make a deposit.
3.5. LOPOCA is not a financial institution and funds credited especially to your User, Gaming or Benefit Account will not bear any interest.
3.6. When making a deposit, you shall be responsible to use a payment method that is registered in the same name as the name you provided during registration. If you deposit or receive funds from a bank account not in your name, those funds will be returned back to the bank account they originated from, after deduction of 3% of the funds, up to a maximum of EUR 25,00, in administrative fees.
3.7. LOPOCA reserves the right to process your deposit only after you have presented to LOPOCA official documents that prove your identity and/or other documents requested by LOPOCA.
3.8. For deposits, you shall not use any funds that originate from an illegal or criminal or unauthorized activity and you shall not use your Gaming or Benefit Account to participate in illegal or criminal or unauthorized activities. You shall in particular not use your Gaming or Benefit Account as a money transmission service or for any activity that could be deemed to constitute money laundering under the laws of any jurisdiction that apply to LOPOCA, LOPOCA’s service partners, affiliates or yourself.
3.9. You will be liable for any cancellation fees, fees for chargebacks, reverse posting and similar costs that are incurred for incorrect payments. If your Gaming or Benefit Account holds a sufficient balance, such amounts will be deducted from your Gaming or Benefit Account. LOPOCA reserves the right to conduct investigations at LOPOCA’s sole discretion and to contact the payment service providers you have used and/or yourself to learn about the circumstances for any incorrect payments. LOPOCA reserves the right to take further action in accordance with the Terms of Use and LOPOCA’s legal responsibilities if LOPOCA learns or suspects that the payments may be connected to any illegal activities or that they constitute a breach of the Terms of Use.
3.10. Should deposits be accepted and shown on your Gaming Account and should LOPOCA at a later stage be notified by a payment service provider that the transfer has to be reversed for any reason whatsoever, LOPOCA reserves the right to take further action in accordance with the Terms of Use and especially suspend or void any wagers already placed.
3.11. The use of any unfair methods is strictly prohibited.
3.11.1. Unfair methods in connection with the use of the Services include but are not limited to any:
  • participation in collusion schemes with other Users (e.g. chip dumping);
  • fraudulent activities;
  • misuse of User Account, including but not limited to the provision of false information or registration of multiple User Accounts;
  • exploitation of fault, loophole or error;
  • criminal activity, including but not limited to match-fixing or fraud;
  • activity violating any rules of sports association or league or similar;
  • use of any unfair systems or aids, including but not limited to scripts, software, hardware, bots and similar devices;

3.11.2. In case LOPOCA has reason to suspect the use of unfair methods, it has the right to suspend or terminate your User Account and withhold and/or forfeit any balances on your User Account. LOPOCA reserves the right to conduct internal investigation and proceed on a case to case basis.
3.11.3. In any case of a violation and in order to protect the safety and security of the Services, LOPOCA reserves the right to pursue criminal prosecution in addition to any other rights LOPOCA has pursuant to the Terms of Use and applicable laws.
3.11.4. Users agree to indemnify and hold harmless LOPOCA and any third party involved in the performance of the Services of any and all consequences resulting from actions taken according to this Section.
3.12. Any use of a Service can only be accepted when your Gaming Account holds sufficient funds. In the event that the use of a Service is accepted despite your Gaming Account not holding sufficient funds, including without limitation cases in which a technical error occurs, the use of the Service shall be deemed invalid and as if it had never occurred.
3.13. You may use Services only in your own name and for your own User Account. Any use of a Service for or on behalf of any third party, including but not limited to other Users or companies or pools or syndicates, is strictly forbidden.
3.14. You may not purchase or acquire Services in which you are involved directly or by association. The same applies to Services relating to events regarding which you have knowledge relating to the outcome that is not publicly available at the time of your purchase or acquisition.
3.15. LOPOCA holds no liability for any malfunctioning or aborted Services. You shall immediately contact the LOPOCA Support Team at support@lopoca.com if you find that a Service malfunctions in any way. LOPOCA will review the matter and decide on how to handle it and whether or not you shall receive any compensation of any kind at LOPOCA’s sole discretion.
3.16. LOPOCA reserves the right to change, amend or terminate the Services or parts of them at any time, at LOPOCA’s sole discretion and without giving notice. LOPOCA will honour any commitment made prior to such change, amendment or termination taking effect in accordance with the Terms of Use.

4. ERRORS, MALFUNCTIONS AND MAINTANANCE
4.1. LOPOCA will use its best efforts to ensure access to the Website and the Services at all times, but does not represent or warrant or otherwise guarantee that the Website or the Services will be available at any specific time, without interruptions, safe to use, or free of any errors.
4.2. If LOPOCA mistakenly credit your Gaming or Benefit Account with any amounts, including, without limitation, any winnings that do or should not belong to you, whether as a result of a technical or human error, or otherwise, the respective amount will remain the property of LOPOCA and LOPOCA reserves the right to reclaim it, wholly or in part, from your Gaming or Benefit Account, at any time. If, prior to LOPOCA becoming aware of such an erroneous crediting of balance to your Gaming or Benefit Account, you have withdrawn the amount that does not belong to you and the balance left in your Gaming or Benefit Account is not sufficient for LOPOCA to claim the full amount you owe to LOPOCA from your Gaming or Benefit Account, then, without prejudice to other remedies and actions that may be available to LOPOCA by law, the mistakenly paid amount shall constitute a debt owed by you to LOPOCA. In any case, you shall always report any mistakenly credited amount to your Gaming or Benefit Account to LOPOCA immediately.
4.3. In any case of malfunctions and errors in the Services, such as obvious errors or misprints, technical errors, human or systematic errors, and unless specifically stated otherwise within the Terms of Use, any wagers placed and any winnings or bonuses arising from the use of the malfunctioning or erroneous Services may be cancelled and may be considered null and void. In any such cases the User Account may be returned to the balance prior to the occurrence of any malfunctions or errors.
4.4. LOPOCA may, in its sole discretion, cancel all outstanding transactions in order to perform technical maintenance.

5. WITHDRAWALS
5.1. You may, at any time, request a withdrawal of the current balance in your Gaming Account or part thereof, provided that all incoming deposit payments have been confirmed and all amounts deposited into your Gaming Account have been turned over at least once, unless special rules apply, and that all necessary checks, especially regarding KYC and AML, have been completed to the satisfaction of LOPOCA. Withdrawals will be declined if the credit deposited to your Gaming Account has not been used in any Services.
5.2. You may, at any time, request a withdrawal of the current balance in your Benefit Account or part thereof, unless special rules apply, and provided that all necessary checks, especially regarding KYC and AML, have been completed to the satisfaction of LOPOCA. .
5.3. Withdrawals can be made via various payment methods offered on the Website. Please also refer to https://www.lopoca.com/en/deposits-and-withdrawals/ for further information relating to the payment methods available, fees and processing times.
5.4. The payment methods offered on the Website may change from time to time. LOPOCA will always try to offer you multiple different payment methods, but does not guarantee any specific payment method to be available at any time in which you may choose to make a withdrawal. When making a withdrawal, you shall be responsible to use a payment method that is registered in the same name as the name you provided during registration. LOPOCA reserves the right to deny your request to make a withdrawal if the payment method you have chosen differs from the one or those you have used to make deposits into your Gaming Account. If the payment method you have used to make deposits does not offer the possibility to receive credits, LOPOCA reserves the right to remit the requested withdrawal to a bank account that is registered in your name.
5.5. LOPOCA reserves the right to process your request to make a withdrawal only after you have presented to LOPOCA official documents that prove your identity (e.g. ID card, passport, driver’s license, etc.).
5.6. LOPOCA reserves the right to refuse withdrawals at LOPOCA’s own discretion on the basis of best practice in the prevention of money laundering. LOPOCA may contact you and/or other Users as LOPOCA deems appropriate for more information in regard to the requested withdrawal and to make the decision LOPOCA finds most reasonable and practical.
5.7. The payment managers employed by LOPOCA will carry out additional verification procedures for any pay-out exceeding the equivalent of one thousand euro (€1,000) or cumulative withdrawals of two thousand euro (€2,000) or whenever they deem necessary. The value of cumulative withdrawals is calculated on the basis of a rolling period of one hundred and eighty (180) days. LOPOCA further reserves the right to carry out such verification procedures also in case of lower pay-outs. Such verifications may for example include copies of a Users passport and/or copies of a Users utility bills.

6. EXCEPTIONAL CIRCUMSTANCES
6.1. Unexpected technical problems or circumstances outside the control of LOPOCA such as technical problems at third party providers, allows LOPOCA to cancel bets and give refunds to Users.
6.2. LOPOCA has the right to limit, cancel and refuse wagers.
6.3. If a refund is decided upon, the amount of the refund shall be returned to the User’s Gaming Account, the User shall be informed and the procedure finalized within forty-eight (48) hours after the decision has been made.
6.4. In the case that a Service is stuck in a state where it cannot be finished, for example a connection loss while playing, LOPOCA has the right to ‘clean up’ such bets at a regular basis and refund the bet/wager to the User’s Gaming Account. This is performed on a monthly basis. If the Service has been aborted or miscarried on the server, the User should be refunded.
6.5. If a Service contains a bug or misconfiguration that causes incorrect behaviour or pay-out, LOPOCA has the right to remove the Services and alter Users’ balances and Gaming Account details to correct the mistake.
6.6. LOPOCA is not liable for any downtime, server, disruptions, lagging, or any technical or political disturbance to the Services. Refunds may be given solely at the discretion of the management.

7. CLOSURE, SUSPENSION OR TERMINATION OF USER ACCOUNT
7.1. Closure of User Account by Users
7.1.1. You may, at any time, close your User Account by contacting the LOPOCA Support Team.
7.1.2. In the event that you close your User Account, LOPOCA will refund the balance left on your Gaming or Benefit Account. Should your Gaming or Benefit Account hold less than EUR 50,00 an administrative fee of EUR 5,00 will apply for closing your User Account.
7.1.3. In the event that you hold Nuggets at the time of the receipt of your closure request, LOPOCA, in its sole discretion, may
  • sell these Nuggets in the Nugget Game on your behalf or
  • purchase these Nuggets at the price at the time of the receipt of your closure request.
7.1.4. Should LOPOCA suspect any violation of the Terms of Use, LOPOCA has the right to proceed in accordance with the rules regarding suspension or termination of User Accounts and withhold and/or forfeit any balances on your User Account. LOPOCA reserves the right to conduct internal investigation and proceed on a case-to-case basis.
7.2. Suspension and Termination of User Account by LOPOCA
7.2.1. LOPOCA reserves the right to suspend and/or terminate your User Account at LOPOCA’s sole discretion at any time and without being required to give prior notice. In such an instance, contractual obligations already made by LOPOCA to you will be honoured.
7.2.2. When suspending a User Account, LOPOCA may restrict access to your User Account including access to Services and possibility of withdrawals.
7.2.3. When terminating a User Account, LOPOCA will close the User Account permanently and any balances on your User Account will be dealt with on a case-to-case basis depending on the reason for termination.
7.2.4. The Terms of Use include specific cases where LOPOCA may suspend and/or terminate a User Account. In any case, LOPOCA reserves the right to suspend and/or terminate your User Account especially if LOPOCA suspects or becomes aware of one of the following circumstances:
  • violation of Terms of Use;
  • use of unfair methods;
  • LOPOCA for legal or technical reasons is not able to continue to provide its Services to you;
  • failure to provide documents or information necessary for LOPOCA to be able to provide the Services;
  • LOPOCA suspects that you may be bankrupt or are facing any financial difficulties;
  • LOPOCA suspects that you have translated, reverse engineered, disassembled, adapted, decompiled or otherwise modified or created derivative works based on any part of the software owned and/or used by LOPOCA or attempted to discover any part of the source code of the software owned and/or used by LOPOCA;
  • death of User;
  • LOPOCA suspects that professional rules and regulations prohibit you from placing any wagers in the Services or parts thereof;
  • LOPOCA suspects that you have placed wagers on any (sporting) event in which you participate in any way, e.g. player and officials of sports clubs.
7.2.5. In the event that you hold Nuggets at the time of termination, LOPOCA, in its sole discretion, may
  • sell these Nuggets in the Nugget Game on your behalf or
  • may purchase these Nuggets at the price at
    • the time of termination, if no prior suspension took place, or
    • at the time of suspension, if the User Account was suspended prior to termination.
    7.3. In the event of a closure and/or suspension and/or termination of your User Account, any transactions and/or Services purchased or otherwise acquired through your User Account prior to its closure and/or suspension and/or termination that have not yet been fully redeemed (“Pending Services”), including without limitation bets you have placed and which are still pending, may, in LOPOCA’s sole discretion, remain unaffected if they have been purchased or acquired in a valid manner and if the User did not violate the Terms of Use or may be cancelled and deem null and void.
    7.4. If your User Account has been closed or terminated, you may not attempt registering a new User Account for at least six (6) months after your User Account was closed or terminated.
    7.5. If you breach any provision of the Terms of Use or LOPOCA has a reasonable ground to suspect that you have breached them, LOPOCA reserves the right not to open, to suspend and/or to terminate your User Account, or withhold and/or forfeit any Credits on your Gaming Account or Benefit Account, such as deposits, winnings, bonuses and Benefits, and use these Credits to set-off against any (potential) claims against you.
    7.6. You acknowledge that LOPOCA’s decision regarding the facts resulting in a suspension and/or termination of your User Account is final, not challengeable and binding to you.

    8. FORFEITURE OF BALANCE
    8.1. LOPOCA reserves the right to forfeit any balance in your Gaming or Benefit Account and/or Pending Services, including but not limited to Credits, pending bets or winnings, in case of suspension and/or closure of your User Account, especially if LOPOCA has established or find to have reasonable grounds to believe that
    8.1.1. You have more than one User Account;
    8.1.2. Your name and details do not match the name and details on the payment methods selected to use the Services;
    8.1.3. You have provided incorrect or misleading information at registration and/or at any time after the registration of your User Account and have not corrected such information immediately;
    8.1.4. You have failed to submit the verification documents or other documents necessary to provide the Services LOPOCA asked you to provide within the required and/or reasonable timeframe;
    8.1.5. You are not of legal age to use the Services;
    8.1.6. You have accessed and participated in the use of Services from a jurisdiction where participation in the use Services is prohibited by law;
    8.1.7. You have deposited funds originating from or connected to criminal or other illegal or unauthorized activities;
    8.1.8. You have participated in inappropriate or offensive behaviour against LOPOCA or any third party in connection with the use of the Services or the Website.
    8.1.9. You have defrauded or attempted to defraud LOPOCA or any third party in connection with the use of the Services,
    8.1.10. You have used or attempted to use any unfair methods or similar;
    8.1.11. You have allowed or otherwise enabled someone else to use your User Account;
    8.1.12. You have used the Services on behalf and/or for the account of someone else
    8.1.13. You have, during the time in which you have a User Account or in the three (3) years prior to registration, played at any other online gaming site and have acted against any of the aspects as described in this Section; and/or
    8.1.14. You have otherwise violated the Terms of Use.
    8.2. In the event that LOPOCA has reasons to believe that you are abusing or attempting to abuse any of its Services, or are likely to benefit, through abuse or lack of good faith, from a policy LOPOCA has adopted, LOPOCA may, at LOPOCA’s sole discretion, deny, withhold, cancel, purchase, claw back or withdraw from you any funds or credits on your User, Gaming or Benefit Account, or, if applicable, close or suspend your User Account without prior notice.
    8.3. You have the right to appeal to LOPOCA within thirty (30) days of being notified of any measure pursuant to this section. Failing to submit your appeal within this period will be deemed as your approval of the respective measure.

    9. INACTIVE & DORMANT USER ACCOUNTS
    9.1. An Inactive Account is a User Account, which has not recorded any login in the last twelve (12) months.
    9.2. Prior to your User Account becoming an Inactive Account, you will receive a notification by email with at least 30 days’ notice in which LOPOCA will inform you that your User Account is about to become an Inactive Account if you fail to login in time. After the User Account becoming an Inactive Account, LOPOCA will charge an administration fee of EUR 5.00 per month to the balance of an Inactive Account until either no balance remains in the Inactive Account or the Inactive Account becomes a Dormant Account.
    9.3. A Dormant Account is a User Account, which has not recorded any login in the last thirty (30) months.
    9.4. If your User Account becomes a Dormant Account, LOPOCA will try to contact you by email and refund the balance available in your User Account. After the User Account becoming a Dormant Account, LOPOCA will charge an administration fee of EUR 5.00 per month to the balance of a Dormant Account until no balance remains in the Dormant Account.
    9.5. Once your User Account has become a Dormant Account without any balance in it and no Nuggets are held, your User Account will be terminated.
    9.6. Once your User Account has become a Dormant Account without any balance in it but Nuggets are still held, Lopoca, in its sole discretion, may
    • sell these Nuggets in the Nugget Game on your behalf or
    • purchase these Nuggets at the price at the time that your User Account has no balance left.
    Your Account will be credited the sales price and your User Account will be dealt with in accordance with this Section.
    10. INTELLECTUAL PROPERTY
    10.1. All trademarks, service marks and/or trade names and any other similar marks used on the Website are the exclusive property of LOPOCA, its partners, subsidiaries, affiliates and/or licensors. All other materials used on the Website, including but not limited to the software, images, pictures, graphics, photographs, animations, videos, music, audio, texts and any intellectual property rights in and to any of the same are owned by LOPOCA, its partners, subsidiaries, affiliates and/or licensors and are protected by copyright and/or other intellectual property rights. You obtain no rights in such copyright material or trade or service marks and must not use them without LOPOCA’s written permission.
    10.2. All trade names, trademarks, logos, slogans, domain names, copyrights, applications, registrations, registerable rights of any nature, moral rights, inventions and improvements to inventions, customer lists, trade secrets, know-how, confidential information and any other intellectual property used or developed by LOPOCA, are proprietary to LOPOCA its partners, subsidiaries, affiliates and/or licensors.
    10.3. If you use any of these contents mentioned in this Section without prior written authorization from LOPOCA (unless LOPOCA has provided material specifically to you for doing so), you will be in breach of the Terms of Use and may risk termination of your User Account and/or forfeiture of Credits, dependent on the level of breach.
    10.4. By submitting any contents, such as comments, support tickets, reports, ideas for improvements or designs, photographs, audio-visual materials or similar, to LOPOCA in whatever way, Users grant LOPOCA a transferable (sub-licensable), non-exclusive, universal and unlimited right to exploit (in particular copy, distribute, rent and make available), edit and use these contents.

    11. RESPONSIBLE GAMING
    11.1. You shall always use the Website and the Services responsibly. Please refer to LOPOCA’s “Responsible Gaming” section on the Website to find out more about the risks of gambling addiction and where to find help.
    11.2. You may not use the Services if you have been diagnosed with problematic gambling behaviour or are undergoing treatment for gambling-related problems. You shall inform LOPOCA immediately in any such event. User Accounts of such Users will be terminated in accordance with these Terms of Use and these Users are prohibited from registering a new User Account with LOPOCA.
    11.3. You may at your discretion choose to exclude yourself from using any or all Services on the Website for a definite or indefinite period. To request such a self-exclusion, you may either send an e-mail to the LOPOCA Support Team at support@lopoca.com with the term “self-exclusion” in the reference-line, contact the LOPOCA Support Team within the Members Lounge by accessing “Help” and submitting a Support Ticket or select a Gaming Responsibility Setting within the Members Lounge by accessing “My Limits”.
    11.4. If you would wish to remove a definite or an indefinite period of self-exclusion, such change shall only take place seven (7) days or more, after the request has been received by the LOPOCA Support Team (additional cooling-off period).
    11.5. LOPOCA will use all reasonable efforts to execute your self-exclusion request as soon as reasonably possible. Delays in the implementation may occur due to technical and organizational circumstances. The self-exclusion mode will only be considered as implemented when and once it has been fully implemented by LOPOCA and you have received a corresponding notification. Until such time, you will be responsible for your use of the Services and to report that your self-exclusion has not yet been implemented.
    11.6. A fully implemented self-exclusion can under no circumstances be lifted for at least seven (7) days. After this self-exclusion period has lapsed, you may send the LOPOCA Support Team an e-mail to support@lopoca.com and ask LOPOCA to lift the self-exclusion. Unless you specifically instruct LOPOCA to act otherwise within your e-mail, LOPOCA will lift the self-exclusion and all restrictions it entails entirely.
    11.7. A daily, monthly, quarterly and/or annual Spending Limit per Service is pre-set on the Website and can be adapted by the User within the Members Lounge by accessing “My Limits”. Once a Spending Limit is reached, you will not be able to spend any more Credits in the respective time period and Service. To increase your Spending Limit please contact the LOPOCA Support Team. The reduction of Spending Limits are processed as soon as reasonably possible, but Spending Limit increases will not take effect before seven (7) days have passed after your request.

    12. ANTI-MONEY LAUNDERING (AML)
    12.1. LOPOCA conducts Know-Your-Customer Procedures (KYC). The information that you will be asked for includes, without limitations, the information listed in Section 1.10.2.. of these General Terms and Conditions.
    12.2. LOPOCA requires Users to disclose documentation identifying the Source of Funds as well as the Source of Wealth as deemed necessary by LOPOCA. Until the relevant documentation is completed to the satisfaction of LOPOCA and the User has provided any documentation requested by LOPOCA, LOPOCA is entitled to restrict your User Account in any manner deemed appropriate until the documentation is completed satisfactorily.
    12.3. It is unlawful to deposit money from ill-gotten means
    12.4. All transactions shall be checked in order to prevent money laundering. LOPOCA shall report any suspicious transactions to the relevant competent authorities in Malta. If you become aware of any suspicious activity relating to any of the Services of the Website, you must report this to LOPOCA immediately.
    12.5. LOPOCA may suspend, block or close a User Account and withhold funds if requested to do so in accordance with the Prevention of Money Laundering Act.
    12.6. LOPOCA’s obligations towards responsible gaming and AML legislation trump commercial conditions.

    13. USER COMPLAINTS
    13.1. If you have any complaint relating to LOPOCA, the Website or any of the Services, you may:
    13.1.1. contact LOPOCA Support Team via e-mail at support@lopoca.com;
    13.1.2. call our Malta support line: 00356 21447779; or
    13.1.3. use the contact form within the “My Help” section of your User Account.
    13.2. LOPOCA seeks to resolve your complaint within ten days from the date of receipt of complaint. This ten-day period may be extended depending upon the complexity of the complaint. LOPOCA will endeavor to respond to any follow up communications relating to a complaint in the most appropriate and timely manner. If it is required that the said timeframe needs to be extended, LOPOCA will nonetheless provide you with a substantive response within the said ten days either providing a final response or an update of the position explaining the reasons as to why we have not provided a final response and we will indicate when we will be in a position to do so.
    13.3. Any complaint regarding a specific transaction (including deposits, withdrawals, use of Services) will only be accepted within 30 days after the transaction date, after which your approval of the transaction in question will be deemed to have been given.
    13.4. Any complaints should first be raised with our LOPOCA Support Team and our internal complaints procedure effectively ends upon LOPOCA’s final response. However, if you are dissatisfied with the final resolution to your complaint provided by us, you may report your complaint to the alternative dispute resolution (‘ADR’) organization MADRE (https://www.rgoal.org) which offers independent adjudication in relations to betting and gambling disputes.
    13.5. The dispute resolution procedure at MADRE is free of charge for the User independent of the outcome. Decisions of MADRE are binding upon Operator and Player. The procedure before MADRE does not restrict or prejudice the User’s right to bring proceedings against the Operator in any court of competent jurisdiction.
    13.6. If you have a complaint about LOPOCA’s operation being unlawful or conducted in a manner which is not safe, fair or transparent, you may report this to the Malta Gaming Authority by email at support.mga@mga.org.mt or via the following online form https://www.mga.org.mt/support/online-gaming-support/.
    Address: Malta Gaming Authority,
    Building SCM 02-03, Level 4, SmartCity Malta,
    Ricasoli SCM1001, Malta
    Telephone Number: +356 2546 9000
    Email: complaints@mga.org.mt

    14. GENERAL
    14.1. The Services are provided for entertainment only and you may use the Services only for your entertainment. You may not misconstrue the nature of LOPOCA’s Services or use LOPOCA’s Services as a regular or primary source of income for you.
    14.2. Any funds or credits used in the Services are non-refundable as the product is virtual and is instantly consumed. Funds will be drawn from your Gaming Account instantly and cannot be returned. LOPOCA does not guarantee your ability to recover any portion of funds or credits used in the Services.
    14.3. Unless explicitly otherwise stated or agreed by you and LOPOCA in writing, any amounts such as funds, deposits, bets or winnings which are displayed in connection with the Services, shall be in Euro.
    14.4. The Terms of Use constitute the entire agreement and understanding between you and LOPOCA.
    14.5. LOPOCA reserves the right to transfer, assign, and sub-license or pledge any of their rights or obligations under the Terms of Use, in whole or in part, to any third party without your express consent being required. Users cannot transfer, assign, and sub-license or pledge any of their rights or obligations under the Terms of Use, in whole or in part, to any third party.
    14.6. Unless otherwise expressly stated therein, nothing in the Terms of Use shall create or confer any rights or any other benefits to any third parties.
    14.7. All amendments and supplements to the Terms of Use must be made in writing without exception.
    14.8. Should LOPOCA not exercise any of its rights, this shall not be construed as a general waiver for the future.
    14.9. If any one or more of the provision of the Terms of Use should be found to be illegal or unenforceable, then all other provisions shall be given effect separately therefrom and shall not be affected thereby. If any provisions of the Terms of Use are illegal or unenforceable they shall not be terminated but shall be deemed amended to the extent necessary to render it valid and enforceable.
    14.10. Users enter the Website and participate in the Services at their own risk. The Websites and the Services are provided without any warranty whatsoever, whether express or implied.
    14.10.1. Without prejudice to the generality of the preceding clause, LOPOCA, its directors, employees, partners, service provides;
    • Do not warrant that the software, the Services and the Website are fit for their purpose;
    • Do not warrant that the software, the Services and the Website are free from errors;
    • Do not warrant that the software, the Services and the Website will be accessible without interruptions;
    • Shall not be liable for any loss, costs, expenses or damages, whether direct, indirect, special, consequential, incidental or otherwise, arising in relation to your use of the Website or your participation in the Services.

    14.10.2. You understand and acknowledge that, if there is a malfunction in a Service or its interoperability, any bets made during such malfunctioning shall be void. Funds obtained from a malfunctioning Service shall be considered void, as well as any subsequent game rounds with said funds, regardless of what Services are played using such funds.
    14.10.3. Users hereby agree to fully indemnify and hold harmless LOPOCA, its directors, employees, officers, partners, service providers and/or any third party involved in the performance of the Services for any cost, expense, loss, damages, claims and liabilities howsoever caused that may arise in relation to your use of the Website or participation in the Services.
    14.10.4. To the extent permitted by law, LOPOCA’s maximum liability arising out of or in connection with your use of the Website, regardless of the cause of actions (whether in contract, tort, breach of warranty or otherwise), will not exceed EUR 10.000,00.
    14.11. You are responsible to observe and adhere to the legal requirements applicable to you at all times. This includes any such legal requirements arising from the laws of the jurisdiction you are subject to. It is and remains your own responsibility to comply with the laws applicable to you at all times and to ensure that you are allowed to use the Services.
    14.12. LOPOCA reserves the right to block or restrict access to the Website and/or any Services to some or all residents of certain countries at LOPOCA’s sole discretion. The absence of such blockage or restriction of access does not mean that the use of the Services is legal in the Users jurisdiction.
    14.13. LOPOCA does not provide any legal or tax related advice or assurance regarding the Services. LOPOCA makes no warranties/representations that any information available on the Website and/or linked to on the Website and/or the Services provided are permissible in your jurisdiction. Furthermore, LOPOCA is under no obligation to assist in any enquiry into your legal and/or tax position or situation.
    14.14. Any funds credited to your Gaming or Benefit Account, Bonuses or any other monetary advantages received may be deemed to be subject to income tax, social security contributions, value added tax (VAT) and/or any other taxes. As appropriate to the jurisdiction of your residence, you are responsible for paying any applicable taxes as well as social security contributions on any such funds credited to your User Account. You are responsible to seek independent financial, tax and legal advice in any context related to LOPOCA. LOPOCA is under no obligation to assist in any enquiry into your tax position or situation. For the avoidance of doubt, your failure to comply with any relevant applicable laws (including laws relating to taxation and social security contributions) will constitute a breach of the LOPOCA Terms of Use. You will pay all taxes and social security contributions applicable to you and you will not hold LOPOCA liable for any such taxes, social security contributions and any related damages.
    14.15. The Terms of Use shall be read, construed and enforced in accordance with the laws of Malta and shall be governed in all respects thereby. You irrevocably agree to submit to the exclusive jurisdiction of the courts of Malta in respect of all matters arising out of or in connection with the Terms of Use. Filing a complaint in accordance with Section 13. does not limit LOPOCA’s right to file a claim with the courts of Malta.