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TERMS OF USE

Ventures Lab Malta Limited (MGA/B2C/799/2020)

1. Overview of the Service

1.1 Ventures Lab Malta Limited (“we”, “our”, or “the Company”) operates online gaming and betting services under a Malta Gaming Authority (MGA) B2C licence. Access to our platform is strictly for individuals aged 18 or older and in jurisdictions where online gaming is legally permitted.

1.2 By using our website, mobile applications, or other services (collectively, the “Services”), you agree to comply with these Terms and Conditions. Non-compliance may result in account suspension or closure.

2. Registration and Account Management

2.1 Players must provide accurate personal information during registration, including full name, date of birth, address, and contact details.

2.2 Only one account per person is permitted. Duplicate accounts may be closed, and any associated bonuses or winnings may be forfeited.

2.3 Identity verification (KYC) is mandatory to comply with MGA regulations and anti-money laundering (AML) obligations. Verification may occur:

  • At registration;
  • Prior to withdrawals;
  • When unusual activity or elevated risk indicators are detected.

2.4 Customers must cooperate with verification requests. Failure to do so may result in account restrictions, withdrawal holds, or account closure in line with regulatory obligations.

3. Deposits, Payments, and Funding Requirements

3.1 Players may deposit funds using the methods displayed in their account. Minimum and maximum deposit limits are displayed during transactions.

3.2 All deposits must originate from lawful sources. The Company may request documentation to verify the source of funds as part of AML/KYC procedures.

3.3 Deposits are free of charge from the Company, though third-party payment providers may apply their own fees.

3.4 High-value or unusual transactions may be subject to temporary suspension pending verification.

4. Withdrawals and Transaction Processing

4.1 Withdrawals are typically processed using the same method as the original deposit where possible.

4.2 Processing times usually do not exceed 24 hours, excluding delays caused by banks or payment providers.

4.3 Withdrawals may be delayed if:

  • Verification or KYC is pending;
  • Suspicious activity is detected;
  • Bonus conditions are unmet;
  • AML/CTF review triggers additional checks.

5. Promotions, Bonuses, and Rewards

5.1 All promotional offers are subject to terms, including wagering requirements, game restrictions, and expiry dates.

5.2 Misuse of promotions (e.g., multiple accounts, irregular betting patterns) may result in bonus cancellation, forfeiture of winnings, or account restrictions.

5.3 Players must comply with all promotional terms before requesting withdrawals related to bonuses.

6. Responsible Gaming and Player Protection

6.1 Players can manage their gaming activity via:

  • Deposit, loss, and session limits;
  • Reality checks and activity notifications;
  • Cooling-off periods;
  • Self-exclusion for temporary or permanent periods.

6.2 Self-excluded accounts are blocked from gameplay and marketing communications. Duplicate accounts during exclusion are prevented.

6.3 The Company monitors player activity for high-risk or problematic gambling patterns and applies interventions, including:

  • Personalized messaging and guidance;
  • Enforcement of limits or cooling-off;
  • Referral to independent support organisations (e.g., GamCare, Gamblers Anonymous);
  • Temporary account restrictions when necessary.

6.4 All Responsible Gaming procedures are implemented in line with MGA requirements and reviewed periodically by senior management.

6.5 Staff responsible for RG monitoring are trained in identifying risk indicators, escalation procedures, and regulatory compliance.

7. Game Fairness and Rules

7.1 All games are certified for fairness and integrity. Random Number Generator (RNG) games are independently tested. Return-to-Player (RTP) percentages are disclosed.

7.2 Game rules must be followed and are accessible within one click of gameplay.

7.3 Game audits and certification records are maintained and are available for MGA inspection.

8. Jurisdictional Restrictions

8.1 Access is prohibited in countries where online gaming is illegal or where the Company is not licensed.

8.2 Accounts accessing the platform from restricted jurisdictions may be suspended or closed.

9. Security, Data Privacy, and AML/KYC Compliance

9.1 Player data is processed in accordance with our Privacy Policy, GDPR, and MGA obligations.

9.2 Players must safeguard their account credentials. Unauthorized use must be reported immediately.

9.3 AML/KYC measures include:

  • Identity verification and source-of-funds checks;
  • Ongoing transaction monitoring;
  • Risk-based account review;
  • Reporting of suspicious activity to the Financial Intelligence Analysis Unit (FIAU).

9.4 High-risk customers are subject to enhanced monitoring and controls in line with MGA guidance.

9.5 All records relating to AML/KYC and RG interventions are maintained for a minimum of five (5) years.

10. Complaints, Dispute Resolution, and Escalation

10.1 Complaints may be submitted via email, live chat, telephone, or written correspondence.

10.2 Complaints will be acknowledged within 48 hours and resolved as promptly as possible.

10.3 Internal escalation hierarchy:

  • Senior Management;
  • Compliance Officer;
  • Responsible Gaming function.

10.4 External escalation:

  • Malta Gaming Authority (MGA);
  • Approved Alternative Dispute Resolution (ADR) entities;
  • Maltese courts (as a last resort).

10.5 Complaint records are retained for at least five (5) years and are available for MGA review.

11. Player Responsibilities and Prohibited Conduct

11.1 Players must not engage in fraud, collusion, account sharing, bonus abuse, or other prohibited conduct.

11.2 The Company may suspend or close accounts found in violation of these Terms or MGA regulations.

11.3 Players are responsible for compliance with local laws when accessing the platform.

12. Liability and Limitation of Company Responsibility

12.1 The Company is not liable for losses due to technical issues, internet disruptions, third-party failures, or use contrary to law.

12.2 Players accept all responsibility for use of the Services and compliance with local regulations.

13. Amendments to Terms

13.1 The Company may update these Terms at any time. Material changes will be communicated to players and acceptance may be required before changes take effect.

13.2 Updated versions are available on the website and supersede prior versions.

14. Governing Law and Jurisdiction

14.1 These Terms are governed by the laws of Malta.

14.2 Disputes shall fall under the jurisdiction of the Maltese courts unless resolved via MGA-approved ADR mechanisms.

15. Version Control

15.1 Version: v1.1.2026/02/24

15.2 This ensures clarity regarding updates and the effective date of these Terms.

COMPLAINTS HANDLING POLICY

Purpose

This Complaints Handling & Dispute Resolution Policy (“Policy”) establishes the governance framework through which Ventures Lab Limited Malta (the “Company”, “we”, “our”, or “us”) ensures that customer complaints and disputes are managed in a fair, transparent, timely, and accountable manner.

This Policy forms part of the Company’s internal control and compliance framework and is approved by Senior Management. It is designed to ensure alignment with Maltese gambling legislation, licence conditions, and regulatory expectations issued by the Malta Gaming Authority (MGA).

This Policy applies to:

  • All customers and players of the Company.
  • All gambling, betting, lottery, and related services offered under the Company’s licences.
  • All employees, officers, agents, and relevant third-party service providers.

The Board and Senior Management retain ultimate accountability for ensuring that complaints are handled in accordance with regulatory and consumer protection standards.

MGA Regulatory Framework

This Policy is established in accordance with:

  • The Gaming Act (Chapter 583 of the Laws of Malta)
  • Licence conditions and directives issued by the MGA
  • Applicable consumer protection and data protection legislation, including the General Data Protection Regulation (GDPR)

The Company ensures that its complaints governance framework meets regulatory expectations regarding:

  • Fair and responsible gambling operations
  • Transparent and accessible complaints mechanisms
  • Effective dispute resolution pathways
  • Regulatory reporting and audit readiness
  • Governance oversight and internal control assurance

Governance Principles

The Company’s complaints framework is built upon the following governance principles:

  • Accountability: Clear ownership and escalation structures.
  • Independence: Escalated complaints are reviewed independently where practicable.
  • Transparency: Decisions are documented and capable of regulatory scrutiny.
  • Proportionality: Investigations are conducted in accordance with the nature and risk of the complaint.
  • Consumer Protection: Responsible gambling and player protection considerations are prioritised where relevant.

Senior Management oversees the effectiveness of the complaints framework through periodic review and reporting.

Internal Staff Training and Control Assurance

The Company maintains structured training programmes for employees involved in complaint handling.

Training covers:

  • Regulatory obligations
  • Fair and impartial investigation standards
  • Escalation protocols
  • Responsible gambling indicators

Internal controls include:

  • Segregation of duties where practicable
  • Documented procedures
  • Periodic compliance review
  • Audit readiness

Effectiveness is assessed through internal audit and independent review mechanisms.

Complaint Submission Channels

Customers may submit complaints through the following accessible channels:

  • Designated complaints email address
  • Customer support portal or live chat
  • Telephone support line
  • Written correspondence to the registered office

To assist the investigation process, customers are encouraged to provide:

  • Account username and registered details
  • Description of the issue
  • Relevant transaction references
  • Any supporting documentation

Submission of complaints is free of charge and does not affect the right to escalate externally.

1. Acknowledgement

All complaints are formally acknowledged within a defined service standard (normally within 48 hours). Acknowledgement confirms receipt, outlines indicative timelines, and explains escalation rights.

2. Investigation Oversight

Complaints are reviewed objectively in accordance with documented procedures. Where appropriate, escalation may occur to:

  • Compliance
  • Responsible Gaming function
  • Senior Management

Investigations may include review of:

  • Game logs and technical records
  • Transaction histories
  • Customer communications
  • Internal policies and procedures

Escalations are documented and tracked within the complaints register.

3. Resolution Controls

The Company aims to resolve complaints within 14 business days. If additional time is required due to complexity, customers are informed and interim updates are provided.

Decisions are:

  • Documented
  • Supported by evidence
  • Communicated clearly
  • Capable of regulatory review

Customers may request a written justification of the decision.

Dispute Resolution and Escalation

1. Internal Escalation Governance

Customers dissatisfied with an outcome may request review by a designated senior or compliance-level function. Escalations must be submitted within a defined timeframe and are reviewed independently from the original decision-maker where practicable.

Senior Management maintains oversight of escalated disputes to ensure fairness and procedural integrity.

2. External Escalation

Where disputes remain unresolved, customers may refer the matter to:

  • The Malta Gaming Authority
  • An Alternative Dispute Resolution (ADR) entity approved by the MGA
  • The competent courts of Malta

The Company maintains documented procedures for cooperating fully with regulatory or ADR investigations and will provide requested records promptly.

ADR Note: Alternative Dispute Resolution entities approved by the Malta Gaming Authority provide independent dispute review services. Where applicable, the Company will fully cooperate and supply all necessary documentation.

Responsible Gambling Oversight

Complaints involving responsible gambling, self-exclusion, underage access, or player protection are treated as higher-risk matters.

Such complaints:

  • Are prioritised for review
  • Are handled by appropriately trained personnel
  • Are subject to enhanced internal scrutiny

Material responsible gambling complaints may be escalated to Senior Management and included in compliance reporting.

Record Keeping, Monitoring, and Regulatory Reporting

The Company maintains a secure complaints register forming part of its compliance documentation framework.

The register includes:

  • Nature and classification of complaint
  • Actions taken
  • Investigation timeline
  • Final outcome
  • Escalation history

Records are retained for at least five (5) years, in line with regulatory and data retention obligations.

Periodic management reporting includes:

  • Volume and trends of complaints
  • Root cause analysis
  • Responsible gambling metrics
  • Escalation statistics

Where required, complaints data is submitted to the Malta Gaming Authority in accordance with licence conditions.

Data Protection

All complaints are handled confidentially and processed in accordance with applicable data protection legislation.

Access to complaint records is restricted to authorised personnel. Data processing is subject to internal access controls, audit trails, and oversight mechanisms consistent with the Company’s compliance and information security framework.

Policy Oversight

This Policy is approved by Senior Management and forms part of the Company’s governance framework.

  • Reviewed at least annually
  • Updated in response to legislative or regulatory changes
  • Subject to Board or Senior Management oversight

Material amendments are documented and, where required, communicated to relevant stakeholders.

The Policy:

  • Is reviewed at least annually
  • May be updated in response to legislative or regulatory changes
  • Is subject to Board or Senior Management oversight

Material amendments are documented and, where required, communicated to relevant stakeholders.

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