General Terms and Conditions

Last update: 31.03.2025 v1.2 00:00 UTC

These General Terms and Condition s (hereinafter – « GTC ») regulate the contractual relationship between the parties, 1Win N.V., a company incorporated under the laws of Curaçao with Company Number 147039 and registered address at  Dr. H. Fergusonweg 1, Curacao, and licensed by the Curacao Gaming Authority to offer games of chance under license number OGL/2024/587/0621 in accordance with the National Ordinance on Games of Chance at  «https://up-x.cc» (hereinafter - «UP-X», «we» or «our»), from the one side and you, as the user (hereinafter - «User» or «you»), from the other side, hereinafter collectively referred to as «Parties».

MFI Investments Limited, a company, whose registered office is at Agias Fylaxeos, 232, Flat/Office 102, 3082, Limassol, Cyprus with company number HE386738. MFI Investments Ltd is providing payment services as an agent according to the license agreement concluded between MFI Investments Limited and 1Win N.V.

Contact e-mail address - support@up-x.cc.

«UP-X» - instant multiplayer and single player online gambling service .

«User» means any person who agrees with these GTC.

«Services» – activities and functionalities provided by the casino platform, including access to online games (gambling, betting and other), account management, financial transactions (deposits and withdrawals), bonuses, promotions.

By accepting this GTC, User thereby testifies and warrants that he/she carefully read this GTC before using our website https://up-x.cc (hereinafter - «Website») and undertakes to comply with and adhere to all conditions determined by parties to this GTC, Privacy Policy, Betting rules, Responsible Gaming and other policies, regulations applicable to the use of the Website.

Before agreeing to the terms of this GTC, you should carefully review all its clauses. If you do not agree with any part of the GTC, you must discontinue use of the Website. Continuing to use the Website after this point will be considered as your acceptance of all terms outlined.

The GTC are originally written in English, and any interpretation will be based on the original English text. If these Terms, or any related documents or notices, are translated into other languages, the English version will take precedence in case of any discrepancies.

General user requirements and age restrictions

You can play on the Website if you are from a country where online gambling is legal. By accepting this GTC , the User represents and warrants that online gambling is permitted in the country in which he/she will use our services. For non-compliance and violations of this requirement, the User is responsible independently and in full and we reserve the right to block the account in case of the breach.

Using VPNs, proxies, or any other methods to conceal or modify your geographic location while accessing our Services is strictly forbidden. If you are found engaging in such activities, you may be held responsible for any consequences, which may include, but are not limited to, account suspension or termination and forfeiture of winnings.

You can play if you are over 18 years old. In some countries where the age limit is above 18 years, you must be of legal age in accordance with the laws of your country of citizenship in order to use our Services.

To use our Services, the user must confirm his/her age. We are not responsible for unfair information about age provided by the User. In case you refuse to provide us with a confirmation of your age, you are under 18 years old or we have reasonable suspicion about your age , we can block your account.

We will take all reasonable steps to restrict access to our Services for underage users. If you, as adults, use the same computer with minors, you should prevent access to these persons, namely the following information: usernames, passwords, bank details. We are not responsible in case of violation by the user of the above provisions.

To ensure the safety of your children, we recommend you to install special software to block underage players from accessing websites and games.

You can use some parent controls applications for this purpose:

www.netnanny.com  - this software is used to protect children from inappropriate web content.

www.cybersitter.com  - this software allows parents to add special sites that need to be blocked.

We have the right to ask for proof of age from any user and suspend their account until we make sure that user is over 18 years old. As it takes a lot of time to check that there are no minors playing, we recommend parents/guardians to cooperate with us on this matter.

If a person, who plays on the website of UP-X is found to be underage, all bets placed will become null and void and any winnings forfeited. We also may apply other legal sanctions for such a person.

If you are worried that someone underage is using our website, please contact our customer support team immediately.

You warrant and confirm that you are playing for yourself and with your own money.

You guarantee that you have not self-excluded from any gambling platform within the past 12 months. We encourage responsible gambling among our users. However, it is important to understand that using our services is entirely your choice, and you do so at your own discretion and risk. By engaging with our Services, you acknowledge that gambling carries the risk of financial loss and accept full responsibility for any such losses incurred. More information on self-exclusion and available tools can be found at the Responsible Gaming tab.

You confirm that all information provided shall be true, accurate and up to date. In case of the breach, we reserve the right to suspend and/or block your account until you have confirmed correctness of the provided data.

Rights and obligations of parties

You are personally responsible for the conduct of your financial transactions and operations.

You are responsible for maintaining the secrecy and security of your account passwords and other personal security information.
You are personally responsible for all actions performed with the games: purchase, sale, replenishment and withdrawal, as well as for game actions on the website: creation, purchase-sale, operations with all game elements and other game attributes and objects used for the gameplay.

You do not have the right to restrict the access of others to the games on the website; you must respectfully treat the users of the game, as well as UP-X, its partners and employees.

We ensure, without charging a fee, user’s access to the website and to participate in the game.

We provide User with additional paid services, the list of which, as well as the procedure and conditions for use of which are determined by GTC . At the same time, we have the right at any time to change the number and volume of offered paid services, their cost, name, type and effect of use.

Restrictions

Countries with restrictions are: 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, Israel, Iran, North Korea, Dutch West Indies and Curacao.

Any persons residing or located on the territory of these countries are not permitted to register, open accounts or make any money funds. You agree that you will not register, open the account or transfer any money funds to it being located within the territory of either of the above-listed jurisdictions.

 

Amendments shall be possible in the list of the jurisdictions and they may be performed by us without any prior notification of the User.

Risk of loss

We provide services where User, apart from being provided with amusement and play, may gain or lose money, where the outcome of such a game does not depend solely or mostly (in most cases) on the User's knowledge or skill, but on chance or an uncertain event. We are not responsible for any claims for losses or damages of any kind resulting from real money play under our website Play at website is solely at your discretion and risk. 

Account opening and maintaining your account

If you do not fall under restrictions stated above and you accept the rules of our Website you may proceed with opening an account.

You must register an account on our website personally following the step-by-step instructions provided by the Website.

By registering an account or if requested by Website, you agree to provide true, accurate, current and complete information about yourself. In case of amendments, you agree to update this information.

You are fully responsible for any unauthorized use of your account by third parties in case of loss of the password and other information for entering the account, your disclosure of this information, improper storage of such information, accidental leak of the above information, hacking of your account, as well as in other cases. We advise you to take all possible measures to maintain the confidentiality of your nickname / username / or password. If you notice unauthorized use of your account, please let us know immediately.

If any person fraudulently obtains access to the account, we will terminate their membership immediately and take all necessary and appropriate actions under this GTC and under applicable laws and regulations. We do not accept any liability arising from the fraudulent entry and use of the user account.

If your actions are considered as intentional fraud, we can seize all the funds in your account, deposited and won, and forcefully close the account.

You are allowed to have only one account; any duplicate accounts are forbidden, and you must inform us immediately if you have registered a duplicate account. All transactions made from any duplicate account will be made void. All the prizes and winning from duplicate accounts will be forfeited and all your accounts will be forcefully closed.

If you want to open a new account, you must contact our support team. Once a new account is opened, under our supervision, the old one will be closed; your deposited funds and winnings will be duly transferred.

 

Verification and closing your account

When registering, it is required to undergo mandatory account verification and provide government documents confirming the user's identity (passport, national ID or driver's license). 

If we suspect the legitimacy of the user's actions, we ask our users to provide a photo of the user against the background of a document confirming his identity (passport, driver's license), as well as documents confirming that the funds really belong to the account in question (bank statement, etc.). We also may use third party database checks in order to verify your identity and/or information.

For more information on AML and KYC measures refer to the corresponding policies.

For verification purposes, we can contact you by phone or email. If we are unable to contact you, even though we have tried many times to telephone you using the number you have given us through your account, we can close your account and hold your winnings. If the phone number you gave us is not working or is not a real phone number, we have the right to close your account and keep your winnings. If we cannot get in contact with you within two weeks from the start of the verification process, we can block your account and withhold your winnings. We do all of this to reduce fraud on our website.

In order to close your account, please contact our support team. We can close your account and return money in your account, minus banking charges.

By closing your account, you agree with the loss of all the promotional prizes and bonuses that you may have acquired while using the Website. Once you open a new account all promotional prizes and bonuses will not be credited to such an account.

If your account was forcefully closed by the Website because of fraudulent actions or non-compliance with the sections above, you are prohibited to open a new account at the Website. It is your responsibility if you manage to overcome our security services and register the new account. We reserve the right to close the new account and forfeit all funds deposited to it.

An account will be classified as dormant if there is no login or gameplay activity for a consecutive 12-month period. Dormant accounts may incur a monthly maintenance fee, which will be deducted from the available balance. Prior to any deductions, you will receive a notification. If inactivity continues for an extended period, we reserve the right to close the account, and any remaining funds may be subject to forfeiture in compliance with applicable laws and regulations. You can reactivate a dormant account by logging in and resuming gameplay or by reaching out to customer support.

Depositing, transferring, withdrawing, refunding to/from your account

You may transfer funds in any currency. The amount converted to the internal currency will be credited to Your account on the Website according to the current exchange rate.

As a rule, we do not accept cash deposits and deposits/withdrawals from/to third parties accounts.

All the methods of payment will be available at the Website; they may differ from country to country, as well as may be altered from time to time by website.

It is your responsibility to settle the fees that may be charged by the payment processor, funds deposited to the account at the Website must be cleared of all such charges.

You need to put money in the account, which is your own, we can require confirmation of source of funds. Personal details stated on a debit/credit card. An e-wallet/bank transfer (e.g. full name) must identically match the personal details of the user account at the website to which funds are transferred.

Where a credit/debit card is used we will ask you to submit images of the front and back of your card, showing name and number of the card, and date of issue.

Website, as and when it deems necessary, may modify limits of deposits/withdrawals.

Website is not a bank or any other institution, thus no interest will be accrued on your deposit.

Website will remit funds within 24 hours upon successfully completed identification as stated above, or according to the terms of payment processor that you have chosen. Some payment systems may take up to 3 business days.

Minimum amount of funds for withdrawal is 1,50 USD . On the day of withdrawal, there must be at least 1 fact of replenishment in the last 2 weeks. The Website reserves the right upon withdrawal to split the amount into smaller amounts. Withdrawal of funds is possible if you have at least one deposit and at least 100 successful games.

The maximum total withdrawal amount by one user for 1 calendar month cannot exceed 11.000,00 USD . If a larger amount is expected to be withdrawn, it will be split into equal parts at 11.000,00 USD   (or less) and withdrawn over several calendar months, the number of which depends on the total amount to be withdrawn.

Consideration of withdrawal operations with large winnings (over 5.500,00 USD ) may take up to 30 calendar days.

Money prize is available for withdrawal for 30 months after it was awarded subject to fulfilment of the user obligation under this GTC.

Website may charge fees for processing of deposit/withdrawal. The fee will depend on the amount transferred and method of transfer. If you want to refund funds deposited on your account, please contact our support team. You will be required to send us your profile ID registered within our Website. Be aware, that you can only refund funds before you start playing a game within our website and within 48 hours after your deposit. The funds will be refunded to the same account you used to deposit them, minus banking charges.

Our support team may require you to provide additional documents to verify your identity when you request a refund. The funds will be refunded within 24 hours after our support team accepts your request.

You can also read additional information on this page  https://up-x.cc/help .

We do not bear the tax burden for User. The User undertakes to independently include the possible income received in the tax return in accordance with the legislation of the country of his/her residence.

Bonus 

The player's main balance is the balance where real funds, as well as bonuses, are credited. Bets and wagering of the bonus balance are made from the main balance. 

Ingots are in-game currency, where 1 ingot equals 0.01 USD. Ingots can be credited to both the main balance and the bonus balance.

When a player makes a deposit, real funds are converted into ingots.

Bonus funds are credited as in-game currency — ingots, which can be obtained by the user for participating in contests, tournaments, deposits, or as no-deposit rewards.

Bonus ingots are credited to the User's bonus balance and are locked for wagering.

To wager the ingots, the User needs to place a certain number of bets from the main balance.

The wagering requirement for ingots is x30 unless otherwise specified in a promotion. For example, if 10 ingots are credited to the game account, and the bonus wagering coefficient according to the promotion rules is x30, the user must place bets totaling 10x30 = 3.00 USD  to wager the bonus.

If the User's main balance is zero and the ingots have not been wagered, the User can make another deposit of any amount and continue wagering.

Wagering bonus ingots from the main balance:
Is credited in slots and live games with a B icon displayed before the game opens in the upper-left corner.

Wagering the bonus balance is not credited in Dice and Plinko games.

It is possible in sports bets only if the bet's odds are greater than 1.3. If the odds for a bet are less than 1.3, wagering the bonus balance from that bet will not be credited.

For parlay bets, wagering bonus ingots is credited if the final odds exceed 1.3.

The wagering requirement for bonus ingots is x30 unless otherwise specified in a promotion. For example, if 10 ingots are credited to the game account, and the bonus wagering coefficient according to the promotion rules is x30, the user must place bets totaling 10x30 = 3.00 USD  to wager the bonus.

The wagering requirement for bonus ingots credited as a reward for a tournament prize is X1.

There is no time limit for wagering the credited ingots on the user's balance.

The maximum amount that can be withdrawn after wagering the ingots has no limits.

There are no minimum or maximum bet requirements for wagering.

Bonus promo codes are unique codes that the platform provides to Users for obtaining various types of rewards.

If the User enters multiple promo codes for a percentage bonus on a deposit, each subsequent deposit will apply one percentage bonus in reverse order. For example, if the User enters a 50% promo code, then 20%, then 10%, the first deposit will activate a 10% bonus, the second 20%, and the third 50%.

Promo codes can unlock both no-deposit promotions and deposit promotions.

To activate a bonus, you need to enter the promo code in the "profile" section on the website.

Where to find promo codes? Promo codes are published in our official Telegram channel, and they are also sent to your verified email or phone number.

We reserve the right to remove, add, or modify any bonus available on any account. Any claimed and active bonus will not be removed under normal circumstances.

Bonuses may be subject to wagering requirements. We independently set and determine the wagering requirements.

Bonuses can be claimed once per account, household, address, mobile phone, shared computer, and shared IP address.

The maximum amount of money that can be won using bonus funds may be limited by us.

We reserve the right to impose various restrictions on bonuses in different countries where User may reside.

We reserve the right to offer specific bonuses to individual users or groups of users, as well as to terminate bonuses, change the terms of bonuses, or the conditions for using bonuses without explanation or compensation in any form.

 Information about bonus programs (permanent, seasonal, temporary, special), promotions, and other activities is posted on our website. Specific rules for using certain bonus programs may be in place and shall be available on the Website.

 

Fraudulent activity

We do not allow fraud. If we think you have cheated us by:

1. working with other players for profit;
2. using ways of getting winnings by cheating;
3. using scripts, bots, clickers, and any other software that allows you to play games without using the website interface provided for this purpose
4. registering more than one account;
5. cheating with other online casinos or payment providers;
6. credit card chargeback;
7. other types of cheating;
8. giving us false information;
9. bonus abuse.

We reserve the right to restrict access to our website and block user accounts without prior notice if fraudulent activity is suspected. In such cases, we are not responsible for refunding or compensating any funds held in the affected accounts. Additionally, we may report any illegal activity to law enforcement authorities. Users are required to fully cooperate with any related investigations.

Users are strictly prohibited from using our services or software for fraudulent or illegal activities, as defined by applicable laws in any relevant jurisdiction. If a User is found engaging in such activities, we may suspend or block their account and confiscate any available funds. In such instances, users will have no right to claim compensation or refunds.

Our platform prohibits gambling activities conducted on behalf of third parties (nominal account holders). If our security team verifies that an account holder lacks adequate knowledge of sports betting, the account will be immediately suspended.

Errors, defects and bugs

We are not responsible for the malfunctioning of the game software. We use the software “AS IS”. If we determine that during the game a malfunction (error) occurred on the platform, the results that occurred during the incorrect operation of the software can be canceled or adjusted at our discretion. The user agrees not to appeal to the UP-X about the quality, quantity, order and terms of the gaming opportunities and Services provided to him/her.

In the event of a malfunction during the use of the Website, we will make efforts to resolve the issue as quickly as possible. However, we are not responsible for any malfunctions related to the User’s equipment used to access the website, nor for any interruptions caused by internet service providers. We are not liable for any losses or damages caused by the interception or misuse of information transmitted over the Internet.

If the player places bets or participates in a game using funds that were incorrectly credited to their account, we may void those bets and any winnings associated with them. Any funds paid out as a result of such bets will be considered as being held in trust by you and must be repaid upon our request.

We and our service providers are not responsible for any losses, including lost winnings, resulting from errors made by you or by us.

Any software bugs detected by the User must be reported to the Website to our support team. It is strictly forbidden to abuse bugs to your advantage in games or at the disadvantage of other Users. Such abuse will be classified as cheating.

The Website reserves the right to suspend or to delete any game where a bug caused unfair results, incorrect behavior of the User or the process in general, if the bug occurred before the stocks were acquired.

Should you become aware of any possible errors or incompleteness in the software of the website, you agree to refrain from taking advantage of them. Moreover, you agree to report to the support team about any error or incompleteness immediately. Should you fail to fulfill such obligations, we have the right to full compensation for all costs related to the error or incompleteness.

If any mistakes occur during registering and maintaining your account, please inform us immediately.

 

Limitation of liability 

We are not liable for any direct, indirect, incidental, special, consequential, or punitive damages arising from the use or inability to use the website, including any loss of data, loss of profits, or interruption of services.

While we strive to provide uninterrupted access to our services, we may suspend, restrict, or terminate access to our services at any time due to maintenance, updates, technical issues, or factors beyond our control. We are not responsible for any interruptions, delays, or downtime that may impact gameplay, transactions, or account access. While we aim to minimize disruptions, uninterrupted access to the platform cannot be guaranteed at all times.

We are not responsible for any loss or damage caused by third-party services, such as payment processors, internet service providers, or software used to access our platform. Any issues arising from the use of such third-party services are outside our control, and the user agrees to resolve any disputes directly with those third parties.

We make no warranties or representations about the accuracy, completeness, or reliability of the content and information on the website. In the event of any inaccuracies or errors, we reserve the right to correct or remove such content, but we are not liable for any losses or damages resulting from reliance on inaccurate information.

Users are solely responsible for ensuring they comply with the laws of their jurisdiction regarding online gambling. We are not liable for any legal consequences arising from users’ participation in gambling activities or their failure to comply with local laws and regulations.

We are not liable for any failure or delay in performance due to causes beyond our reasonable control, including but not limited to natural disasters, strikes, technical failures, war, government actions, or any other events of force majeure.

By using our services, you agree to indemnify and hold us harmless from any claims, losses, or damages arising from your use of the platform, including any breach of these terms or violation of applicable laws.

General prohibitions and responsibilities

It is prohibited to sell, transfer and/or acquire accounts from other users.

It is prohibited to use bank account requisites that do not belong to you.

It is prohibited to use the Website for the reasons which may be classified as defamatory, abusive, obscene, racist, sexist, homophobic or discriminatory against any religion, or offensive. It is forbidden to use aggressive language or images; swearing, threatening, harassment or abuse against any of other Users.

It is strictly prohibited to use the service to create numerous applications in order to benefit from the difference in exchange rates. If a User arranges an exchanger, his/her deposit will be returned back with a deduction of the transfer fee.

It is prohibited to obtain benefits for users / non-users of the conspiracy. In case of detection of these, all users face a ban and zeroing, UP-X can establish additional punishment.

It is prohibited to use external programs of any kind to gain advantages in games.

Upon breach of the provision laid out in this section, the Website will proceed with investigation as well as report any such breach to the relevant law enforcement authorities thus shall co-operate with those authorities by disclosing your identity to them and will also proceed with forceful closure of user account.

We have the right to terminate your access to the Website unilaterally, as well as to perform other actions that limit the possibilities in the game, in relation to the User or group of Users who are accomplices to violations of the GTC . At the same time, all funds, game attributes, game equipment (up-x.cc) located in the account and on the game account of user or group of users, as well as all expenses are non-refundable and not compensated, except if overplayed, at its discretion, considers it appropriate to compensate the expenses of user or group users.

Termination and account deletion

We reserve the right to delete a user’s account, including login credentials, without prior notice if:

We discontinue services to all or specific users.

The account is linked to a previously deleted or currently blocked account.

The User engages in fraud, hacking, or system manipulation.

The account is used for illegal activities.

The User posts offensive or defamatory content.

Any terms of this GTC are violated.

 

Intellectual Property Rights
All content on the Website is protected by copyright and other proprietary rights owned by us. Materials published on the site may only be downloaded on a single device, and any printed copies are strictly for personal, non-commercial use.

Reproduction or use of trademarks, brand names, logos, or promotional materials from the Website is strictly prohibited without our explicit consent.
The User is responsible for any damages, costs, or expenses resulting from unlawful activities. Users must immediately report any unauthorized activities they become aware of and cooperate fully with any investigations we conduct regarding such matters.

Personal data processing 

By using our services, you acknowledge and consent to the collection, processing, and storage of your personal data as outlined in our Privacy Policy. We process your information to manage your account, facilitate transactions, prevent fraud, ensure compliance with legal and regulatory requirements, and enhance your overall user experience. Your data may also be shared with third-party service providers where necessary for operational purposes, always in accordance with applicable data protection laws.

We implement strict security measures to safeguard your personal information and ensure it is processed lawfully and transparently. For full details on how your data is handled, stored, and protected, please review our Privacy Policy.

Changes to the terms of service

We can change our GTC unilaterally providing you appropriate notice . Where legally required, we will request your consent prior to implementing such changes.

The new version of GTC will enter into force immediately after your next visit or access to the Website. You will be notified of any changes to GTC by indicating changes at the top of the page.

By continuing to use the Website, you agree to be bound by the GTC as well as by the latest modifications to it. If you disagree with it you must not use or access the Website and inform us in writing immediately. We recommend you to read our GTC and keep yourself informed of our practices on a regular basis .

Force majeure

  Website disclaims any responsibility for failure to fulfill or delay in the fulfillment of any of our obligations under GTC caused by events that are not under our reasonable control, including, but not limited to, natural disasters, wars, civil commotion, interruption in networks or services public communications, industrial disputes or DDoS attacks and similar Internet attacks that have an adverse effect. The activity of website is considered to be suspended for the period of force majeure, and we will have an extension of time for work during this period. We will make every reasonable effort to complete the force majeure event or find a solution by which our obligations can be fulfilled, despite the event.

Responsible gaming

We provide a range of responsible gaming tools for Users who want to manage their gambling behavior. These tools allow you to close your account or limit your ability to place bets or participate in games for a specific time. If you're worried about your gambling habits, consider setting deposit limits, planning the length of your gambling sessions, and ensuring it doesn't interfere with your daily life. Always approach gambling as a form of entertainment, not a means to make money or recover losses, and recognize signs of a problem as the first step toward regaining control. Remember, gambling should be enjoyable, not a way to chase losses, and only bet what you can afford to lose while keeping track of the time and money you spend. For more help, reach out to our support team at support@up-x.cc and review our Responsible Gaming Policy, or visit www.responsiblegambling.org.

Complaint handling and applicable law. Alternative Dispute Resolution (ADR)

If you have any complaint or query regarding the operation of our Website, you have the right to lodge a complaint. It is completely free of charge and can be done either in English or in any available Website interface language.

A complaint shall be submitted within 6 months from the date of playing the game or within 6 months after the end of the event on which the bet was made. A complaint shall be submitted either online via the website using the form available via the link or to our support email - support@up-x.cc - in DOCX or PDF format. The complaint should include the following information:

• Player's name, address and country of residence;
• Account ID;
• Date of filing the complaint;
• Sub-category of complaint (select one of the categories) – Deposit issues; Withdrawal issues; Bonus terms and conditions; Account closures or restrictions; Alleged errors or unfairness in game outcomes; Responsible gaming issues; Treatment of player balances; KYC and Verification; Data Protection; Technical or Software issues; AML concerns; Issues with minors; Fraudulent games; Fraudulent practices; Licence or regulation; Other.
• Description of the subject matter of the complaint;
• Documents confirming the issue raised within the complaint.

Once you have submitted your complaint, we will ensure that we send you an acknowledgement of receipt of your complaint by email or other communication channel of your choice within 7 days and provide you with information about the complaints process and timelines.

Responsible Gaming complaints are prioritised. For such complaints we will provide you with a response within 5 working days. If necessary, we have the right to extend the complaint resolution period up to a maximum of 2 weeks by informing you in advance.

The response time for all other complaints is 4 weeks. If necessary, we have the right to extend the response time by an additional 4 weeks by letting you know in advance. 

In the event that you fail to provide us with documents or information necessary for a full review of the complaint and its resolution, we have the right to request such documents or information. If the necessary documents or information are not provided by the User at our request within the timeframe of the complaint resolution process, we reserve the right to discontinue the resolution of the complaint.

Within the timeframes set out above, the issue described in the complaint will be resolved and the UP-X will respond in writing by e-mail or other channel chosen by the User. You will also receive notification from us. The response to the complaint will include the following information:

• A substantiated response with supporting documents and facts;
• A substantiated response as to why the complaint cannot be accepted for consideration, as well as additional questions and/or requests (if applicable).

If you are not satisfied with the resolution of a complaint provided by us, you have the right to appeal against the decision or other actions we have taken to an independent Alternative Dispute Resolution (ADR) body free of charge. The ADR institute will set the procedure for handling such cases.

We would like to draw your attention that the licensing authority (Curacao Gaming Authority) does not deal with user complaints and does not resolve them. However, you have the right to inform the authority through its official website about violations of licence conditions by the operator.

The User agrees that the record of a dispute to be stored on the server may be used as proof for consideration of the complaint. Any prohibited language, any types of offenses and false data are prohibited for use in the text of the letter.

In case you still have any questions, you can visit the Complaints and ADR section of our Website or write your question by E-mail - support@up-x.cc .

In case it is impossible to reach agreement through negotiations, disputes, disagreements and claims arising from this GTC shall be resolved in accordance with the current legislation of Curacao .