Terms and Conditions of Use of Services of Wheelz Online Casino
Version 3.1 last updated 27th June 2022
1.1 Welcome to Wheelz.com!
These Terms and Conditions will govern the use of all products and services on this Website. You must read and understand these Terms and Conditions fully before accepting them. In the case that you do not agree with any part of these Terms and Conditions, you must not use or continue to use the Website. If after reading the Terms you still feel like you have any questions, please contact our customer support team.
1.2 - Wheelz.com is Rootz Limited (hereinafter referred to as Rootz, Wheelz, we or us), a company registered and licensed to operate gaming activity under the laws of Malta - company registration number C83903, having its registered office at Ewropa Business Centre, Level 3-701, Dun Karm Street, Malta. When signing up at Wheelz.com, you enter into an agreement with Rootz. Rootz is licensed and regulated by the Malta Gaming Authority (“MGA”), under licence number MGA/B2C/599/2018, which was issued on the 30th day of the month of April of the year 2019.
When playing games operating under a licence issued by the Malta Gaming Authority (“MGA”), the terms and conditions govern your relationship with the website. By participating in a game licensed by the MGA at Wheelz, you understand and agree to be bound by the Terms and Conditions contained in this text.
1.3 - These Terms and Conditions apply solely to the usage by the Player of the games licensed by the MGA on the wheelz.com website (the Website), the related enabling Internet, mobile or other platforms through the Website, and other related Uniform Resource Locators (“URL”).
1.4 - The current version of this agreement is valid until a new version is in place on the Website. Wheelz reserves the right to modify these Terms and Conditions, which shall become valid from the time when they are made available on the Website. Should any material changes to the Terms and Conditions be made, Players will be contacted and informed accordingly, and be required to reconfirm acceptance before the changes come into effect.
1.5 - While Rootz Ltd shall remain responsible for the general management and responsibility of the wallet, deposits and withdrawals, the liability of Rootz Ltd. is limited solely to money in play (i.e. wagering amounts) on the MGA licensed games, and for the payment of local jackpots associated with the same MGA games which are licensed and operated by Rootz Ltd.
1.6 - These Terms and Conditions may be published in a number of languages and shall reflect the same principles. This is done for information purposes and to assist players. However, only the English version is the legal basis of the relationship between You and Wheelz. In case of any discrepancy between the English version and the non-English version of these Terms and Conditions, the English version is the legally binding version and shall prevail.
The player as “you” or “the Player”. “Your” has its usual meaning in relation to you using the Site.
“Account”, “Your Account”, “Your Member Account” is your Player Account on the Site.
“Bonus” shall cover all offers that gift a tangible reward, including but not limited to: welcome offers, deposit Bonuses, free money and free spins.
“Games” are Casino, Live Casino and any other game on our Site (including mobile or any other platform) and “Games” can mean any one of them. We may remove or add Games to the Site at any time.
“Rules” are these terms, conditions and rules which you agree to when using the Site.
“Site” and “Website” refers to Wheelz.com, and including, if applicable, any mobile and mobile application version thereof or any other subdomains of ‘wheelz.com’
“Group Brands” refers to products operated under Rootz Ltd.’s B2C licence, including, but not limited to ‘wheelz.com.’
3. Changes to the Terms and Conditions
3.1 - We may need to change the Terms and Conditions for a number of reasons, including but not limited to, commercial reasons, or in order to comply with new laws and regulations. The most up-to-date Terms are the ones available on Wheelz.com, and the date on which they came into force is stated at the top of these Terms.
3.2 - We will notify you of any material changes to the Rules by email or by placing a notice on the Website. You will be required to reconfirm acceptance before the changes come into effect only if any material changes have been made. If you do not agree with any changes to the Rules, and do not reconfirm acceptance, you will not be allowed to play. However, you will be allowed to withdraw your deposits.
4. Your Obligations as a User
4.1 - You may only open one Account on the Websites provided by us.
If you open or attempt to open more than one Account, for whatever reason, Wheelz may block or close any or all of Your Accounts at its discretion. Wheelz may void all bets made in duplicate Accounts at its discretion, and will deduct an administrative fee of 15% (minimum 30 CAD) for every other Account you opened, as well as any other deductions that may apply per the provisions of these Terms and Conditions.
4.2 - You declare that you are over 18 years of age (18+) or comply with a higher minimum legal age as stipulated in the jurisdiction of your residence under the laws applicable to you. It is your sole responsibility to know whether online gambling is legal in your country of residence, and to comply with the minimum legal age requirement.
4.3 - You fully understand that it is entirely and solely your responsibility to enquire and ensure that you do not breach laws applicable to you by participating in the Games.
4.4 - You are solely responsible for Your Account details and to maintain Account details up-to-date. This includes, but shall not be limited to the username and password, and/or any other means to access Your Account via the respective Website. In the case there is a suspicion that such information has been compromised, you must inform Wheelz and take proper actions to prohibit or prevent any unauthorised access to any part of Your Account or funds. Wheelz shall not be held responsible in case of any unauthorised use of Your Account when Wheelz itself is not at fault.
4.5 - You are not allowed to transfer funds from Your Account to other players or to receive money from other players into Your Account. Wheelz Accounts are not transferable, and it is prohibited for players to sell, transfer and/or acquire Accounts to/from other players.
4.6 - You shall use the Games on your own behalf and not on behalf of any other person or company.
4.7 - You shall not allow any other individual, to access and/or use your Wheelz Account or accept any prize or access and participate in any of the Wheelz services. You understand that you shall be fully liable for any losses incurred by a third party on Your Account and you shall immediately inform us should you suspect that a third party has obtained access to Your Account, and shall assist us fully in our investigations into the matter.
4.8 - You shall use the Website and Your Member Account solely and exclusively for the purpose of your participation in the Games and not for any financial or other reason, Your participation in the Games will be strictly in your personal non-professional capacity for recreational and entertainment purposes only.
4.9 - Rootz reserves the right to restrict access to all or certain parts of the Website from certain jurisdictions according to the company’s internal assessments and sole discretion. You may not access or be permitted to access our Website and Games under any circumstances if you reside in any of the following jurisdictions: Afghanistan, Curacao, Cyprus, Ethiopia, Iran, Iraq, Kuwait, Somalia, Syria, U.S.A (and its dependencies, military bases and territories including but not limited to American Samoa, Guam, Marshall Islands, Northern Mariana Islands, Puerto Rico, and U.S. Virgin Islands) or Yemen or any other jurisdiction where your participation would conflict with any applicable law or any other rules, including those relating to online gaming.
4.10 - You are and shall not be involved in any fraudulent, collusive, fixing or other unlawful activity concerning your or third parties’ participation in any of the Games, and shall not use any software-assisted methods or techniques or hardware devices while participating in any of the Games. Wheelz hereby reserves the right to invalidate or close Your Member Account or invalidate or terminate your participation in a Game in the event of such behaviour.
4.11 - You are solely responsible for reporting and accounting for any taxes applicable to you under relevant laws for Your participation in Games including any winnings that you receive from Wheelz.
4.12 - You understand that by participating in the Games You take the risk of losing money deposited in Your Member Account.
4.13 - In relation to deposits and withdrawals of funds into and from Your Account, you acknowledge that you shall only use such credit cards and other financial instruments that are valid and issued by lawful institutions and that legally belong to you. We retain the right to prohibit the use of company credit cards.
4.14 - The computer software that we make available to you is owned by Wheelz or other third parties and protected by copyright and other intellectual property rights. You may only use the software for your own personal, recreational use per these Terms and following all applicable laws, rules and regulations.
4.15 - Games played on or through the Website should be played in the same manner as games played in any other setting.
4.16 - You shall be courteous to other users and representatives of Wheelz and shall avoid rude or obscene comments. The non-observance of these Terms and Conditions and the Game Rules shall not be tolerated under any circumstance.
4.17 - As part of your use of our casino products, we provide you with a live chat availability, through which you can communicate with our customer service representatives. All conversations shall be recorded. Abusive or offensive language will not be tolerated. Use of the chat facility should strictly relate to our services and any queries related thereto.
4.18 - Wheelz has the right to terminate events and/or Games provided that if there were any outstanding wagers on the terminated event or game, the affected player shall be reimbursed the value of his wager. Any wins made prior to the termination of the event or the game will be honoured by Rootz Ltd.
4.19 - A person registering shall accept and acknowledge that Rootz Ltd shall not be treated as a financial institution and that no interest applies on deposits held in Account.
4.20 - Using a VPN to connect to Wheelz Casino will be treated as an attempt to circumvent region-based access and is strictly prohibited. Wheelz reserves the right to terminate any Account that is found to be using a VPN to connect to the Website.
5. Your Member Account
5.1 - For you to be able to place bets and deposit money, you must first register personally with us and open an Account.
5.2 - You may only hold one Account with us at any single point in time. We reserve the right to close any multiple Accounts opened in the same name or in any way referable to the same person. At Wheelz’s sole discretion, and in the event that we consider that multiple Accounts have been opened in genuine error, we may agree to credit one Account which you have opened with us with any balance remaining on your additional Account(s). Should we have reasonable grounds to believe that fraud has been committed or attempted, we reserve the right to cancel any related transaction, any Bonus or any other promotion without prejudice to any other action. In these Terms and Conditions, a reference to ‘fraud’ shall be deemed to include ‘Bonus abuse’. Bonus abuse includes, but is not limited to, opening more than one Account in order to claim an additional Bonus or benefit.
5.3 - If you notice that You have more than one Member Account under different names, You must notify Wheelz immediately. Failure to do so may lead to Your Account being blocked for access.
5.4 - Only one Account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, Wheelz must be informed by the respective Accounts’ holders.
5.5 - A request to open a Member Account is made by filling out the registration form and submitting it to Wheelz. Wheelz reserves the right to refuse to open a Member Account for whatever reason.
5.6 - You must enter all mandatory information requested in the registration form in particular, your age, your identity, your address and contact details, including a valid email address, valid mobile phone number and your place of residence and it is your sole responsibility to ensure that the information you provide to us is true, complete and correct. Note that you must be 18 years of age or older, or such higher minimum legal age as stipulated in the laws of the jurisdiction applicable to you and, under the laws applicable to you, you are allowed to participate in the Games offered on the Website.
5.7 - You are hereby notified that we carry out verification procedures and that your Account may be blocked for access or closed if we suspect that you have supplied us with false or misleading information.
5.8 - Wheelz reserves the right to perform background checks on any player and request any relevant documentation such as a copy of your passport or other identification documentation as part of the Wheelz Know Your Customer (“KYC”) procedures, at all times and, for any reason, including (but not limited to) any further checks into the identity of the player, any credit checks performed on the player, or any enquiries into the player’s personal history. The basis for such checks will be dependent on the specific case, but could include (but is not limited to) verification of the player’s registration details, such as the name, address and age, occupation, verification of the player’s financial transactions, financial standing, source of wealth, source of funds and/or gaming activity. Wheelz may also request any documentation previously provided which would have later on expired or would no longer be valid for any reason, or to request any additional KYC documentation for any reason and at any time. Any non-completion or non-cooperation for documentation requests will result in Account termination and/or transactions being withheld across all our sister sites. Wheelz is under no obligation to advise the player of such checks taking place. Such activities may include the use of specific third party companies, who perform the investigations as required. Wheelz may decide at its sole discretion to terminate a player’s Account, and withhold all funds in such Account, on the basis that such an investigation provides a negative or uncertain conclusion.
If, on completion of Wheelz’ verification checks, you are shown to be underage and/or registered under false details:
- Wheelz may, at its discretion and depending on the payment method used, decide to return deposited funds to you, but no winnings will be paid;
- All transactions made whilst you were underage will be made void, and all related funds deposited by you will be returned by the payment method used for the deposit of such funds, wherever practicable; and
- Your Member Account will be closed.
5.9 - You are required to inform Wheelz as to any updates, as well as to keep up to date the mandatory information provided in the registration form in the event that such information changes.
5.10 - As part of the registration process you will have to choose your username and password for your login into the Website. It is your sole and exclusive responsibility to ensure that your login details are kept securely. You must not disclose your login details to anyone. Wheelz is not responsible for any abuse or misuse of Your Member Account by third parties due to your disclosure, whether intentional or accidental, whether active or passive, of your login details to any third party. Additionally, should Wheelz detect or suspect that any other person is using the player Account except for you, then Wheelz reserves the right to suspend or close the Account and retain any funds in its absolute discretion.
5.11 - Wheelz may at its own discretion and without having to provide any justification, refuse to open an Account or close an existing Account. However, all contractual obligations already made will be honoured.
5.12 - An inactive Account is an Account that has not been accessed for 12 months, that has a real money balance. Wheelz will contact you by email 30 days prior to Your Account becoming inactive and inform you about the possible administration fees below. If, after 12 months since the last login, Wheelz is unable to contact you or no activity on the player Account is carried out even after contacting you, Wheelz reserves the right to charge a monthly administrative fee of 5 CAD or the equivalent in any other currency.
5.13 - You understand and accept that Wheelz strictly prohibits players who cheat and player collusion. Should we have reasonable suspicion that any cheating or collusion has occurred, we reserve the right to void any bet that we suspect has been made as a result of such behaviour and/or confiscate any funds on Your Account and close Your Account. Moreover, any player that has reasonable grounds to suspect that another player is taking an unfair advantage through cheating or collusion is to report the suspicion to Wheelz by sending an email on [email protected].
5.14 - Wheelz does not allow the use of robotic, automated, mechanical, electronic or other devices to make automated decisions in any game or respect of any bet on its sites, whether such use is attempted or effected by you or by any third parties. Should we have reasonable suspicion that any such device is being used on the sites, we reserve the right to void any bet that we suspect has been made using such a device and exclude any player from any promotion or competition in which we suspect that such a device has been used. You are also prohibited from utilising an external resource that is designed to provide a player with an unfair advantage over other players. Such prohibited external resources may include, but are not limited to, third-party software applications and databases as well as Websites, web-based databases, subscription services and the assistance of any other person regardless of whether or not that person is also the holder of a Wheelz Account. We may also suspend the Account in question pending investigation into the matter and terminate the Account at our sole discretion. Wheelz considers the use of such devices to be tantamount to fraud and reserves its right not to refund any balance on the Account at the time of termination and to cancel any pending Games.
5.15 - All transactions will be checked by our Fraud Personnel in accordance with the prevention of money laundering laws and regulations as applicable.
5.16 - Any suspicious activity on Your Account could lead you to being reported to the relevant authorities and freezing of your funds. It could also lead to the closure of Your Account and confiscation of your funds.
5.17 - If you wish to close Your Account, you may do so at any time by contacting customer support on [email protected]. Any funds in the Wheelz Account will be remitted to you. The effective closure of the Account will correspond to the termination of the Terms and Conditions, however any obligations already entered into shall be honoured.
5.18 - In case the reason behind the closure of the Account is related to concerns about possible gambling addiction the player shall indicate it. A player who closes an Account for gambling addiction reasons shall not open or try to open a new Wheelz Account. Wheelz shall not be liable for any direct or indirect consequential damages, should an individual succeed in opening a new Account. We reserve the right to close an Account opened in breach of this rule at any point in time.
5.19 - All communication between the Account holder and Wheelz is kept on record for compliance, as well as accounting and financial regulations’ purposes. In the case a player Account is closed, related information about the Account is saved for between five (5) and ten (10) years from the time the Account is closed, depending on the activity on the Account. Related information includes player name, address, phone, email and Account transaction details.
5.20 - Wheelz has the right to appoint payment solution providers to act, receive and/or pay funds on its behalf.
5.21 - When the outcome of a Game you participate in is determined, all winnings will be available for use in Your Member Account.
5.22 - Wheelz will carry out additional verification procedures for any payout exceeding the equivalent of 2,000 CAD and reserves the right to carry such verification procedures in case of lower payouts.
5.23 - If Wheelz or a third-party service provider mistakenly credits Your Account with winnings that do not belong to you, whether this is due to a technical or human error or otherwise, the amount credited in error will remain the property of Wheelz and we transfer such amount back to Wheelz from Your Account. We reserve the right to void any transactions placed using the amount credited in error, including related winnings. To satisfy any such liability, we further reserve the right to freeze and withhold these funds and set-off any subsequent winnings owed to you. If before Wheelz becomes aware of the error, you would have withdrawn funds that do not belong to you, without prejudice to other remedies and actions that may be available to us at law, the mistakenly paid amount will constitute a debt owed by you to Wheelz. In the event of an incorrect crediting, you are obliged to notify our Customer Support services immediately by email.
6. Deposits into Your Member Account
6.1 - You may participate in a Game only if you have sufficient funds on Your Member Account for such participation. When you open an Account we require you to make a minimum deposit before you can bet or play.
6.2 - Wheelz will not grant you any credit for participation in any Game.
6.3 - By depositing funds into Your Account, your direct us and we agree to hold them, along with any winnings, for the sole and specific purpose of using them (i) to place any gaming stakes; and (ii) to settle any fees or charges that you might incur in connection with the use of our services.
6.4 - All information required to deposit funds into Your Member Account, can be found under “My Account” and “Deposit” pages of the Website. You can use any of the methods available to you as specified on these pages as may be amended from time to time. Please note that some of the payment methods may not be available in certain jurisdictions.
6.5 - Depending on the method selected for deposits, such deposits can incur charges. For current fees regarding depositing funds, see “My Account” and “Deposits” for each deposit method. Your bank or other payment service provider may independently charge You for bank wire transfers and other means of payment.
6.6 - When using a credit or debit card for depositing funds, your funds only clear when Wheelz has received an irrevocable approval and authorisation code. Should Wheelz not receive such approval and code, Your Account will not be credited with those funds.
6.7 - Wheelz reserves the right to use additional procedures and means to verify Your identity when effecting deposits into Your Member Account.
6.8 - Depositing funds into the members’ Account shall always be made through a financial institution or a payment services provider, by the use of any of the methods specified on the Website, as may be amended from time to time. Procedures, terms, availability and duration for deposits may vary depending on the time, the country and the financial institution used.
6.9 - Deposited funds generally post to the Member Account within one minute following the confirmation of the deposit unless additional verification procedures are required as stated in clause 5.8 are required. If for some reason a deposit does not post to Your Account, please contact Customer Support at [email protected].
6.10 - You shall only use debit or credit cards and other financial instruments that are valid and lawfully belong to you.
6.11 - It is unlawful to deposit money from ill-gotten means. In accordance with our anti-fraud policies, we reserve the right to pay any requested withdrawal partly or in total via the same method of payment through which one or more deposits were made. We further reserve the right to pay any requested withdrawal directly to your bank account.
6.12 - Wheelz accepts payments made in Euro (CAD). In case your payment account (i.e. your bank account or your eWallet-account) is in a different currency, Wheelz, or your bank/eWallet, as the case may be, will accordingly convert the funds to CAD before depositing it to Your Account. Likewise, the funds you withdraw will be sent to you in CAD and Wheelz or your bank/eWallet, as the case may be, will convert the funds to your payment account currency. Please note that any exchange premiums are payable by the Player.
6.13 - Deposits made to your Wheelz Account should be commensurate with gameplay. If in Wheelz’s discretion, there is suspicion of abuse (for instance, where a deposited amount has not been wagered or used for an appropriate level of gameplay and the user then makes a withdrawal request concerning that deposited amount or where Wheelz suspects that you are abusing exchange rate fluctuations or made a financial gain through arbitrage), we reserve the right, in our absolute discretion, to cancel other deposit(s), and/or any withdrawals there related, in part or in full, to deduct and/or to retract any balance or costs that may have resulted in conjunction therewith from any funds held in the User’s Account, confiscate funds including winnings and to close the Wheelz Account indefinitely, without any warning and notification. We further reserve the right to request and obtain satisfactory proof of deposit and additional copies of personal identification and other documents as may be required at any stage during the Account’s lifetime and in such instances prior to processing any withdrawal request, the processing of such request to be entirely at Wheelz’s discretion. In cases where we are not satisfied by the submitted documentation, Wheelz may cancel the withdrawal and return the funds to the Account or confiscate the funds and block the Account indefinitely.
6.14 - You agree that the funds deposited in Your Account must only be used for playing the Games which are found on the Website. We shall be entitled to suspend or close Your Account if we reasonably consider or have reason to believe that you are depositing funds without any intention to place gaming stakes. In such circumstances, we may also report this to relevant authorities.
6.15 - You acknowledge that we shall have the right to block a Wheelz Account should we receive a chargeback request concerning that Account. When a chargeback request has been received, we will contact you as the registered Account holder, to seek confirmation of your identity. If necessary, we shall also ask you to confirm your preferred method of payment. Reminders may be sent if the requested confirmation is not received. Administrative fees may apply in such cases, and the balance of your Wheelz Account may decrease in the case of unduly incurred chargebacks, reversals or other charges we may sustain concerning Your Account. You are to note that any remaining funds held in a Wheelz Account which has been blocked due to a chargeback request, shall be treated as though they were funds on an Inactive Account.
7. Withdrawals from Your Member Account
7.1 - You may withdraw any amount up to the Real Money balance in your Wheelz Member Account by issuing Wheelz with a valid notice of withdrawal on the Website. Please note that you may be required to forfeit any Bonus Money Bonuses before Real Money can be withdrawn.
7.2 - Notices for withdrawals must be made via the Website. Wheelz will not accept requests for withdrawal made by telephone or by electronic mail. Employees of Wheelz are not permitted to circumvent these instructions.
7.3 - Available withdrawal options are clearly stated on the Website and may differ depending on the market from which the Player originates.
7.4 - Withdrawals will be made to your bank account or other withdrawal methods available to you to choose from under the “Withdrawal” pages and/or as chosen by Wheelz. Whenever possible, Wheelz shall pay your withdrawals by using the same method you would have utilised to make your deposits. Withdrawal payments may only be made in the name of and to the registered Account holder. Wheelz reserves the right to cancel withdrawals either to enforce a closed-loop or to force the customer to withdraw to a particular withdrawal method. Upon withdrawing funds, your own bank or another payment provider may add a further handling charge. These charges may vary over time.
7.5 - It will not be possible to withdraw funds marked as “Bonus money”, as well as funds stuck in an aborted game.
7.6 - Wheelz products are consumed instantly when playing. Thus, Wheelz cannot provide returns of goods, refunds or cancellation of your service when playing. If you play a Game with real money, the money will be drawn from Your Member Account instantly.
7.7 - Financing a bet through the Internet may be illegal in the jurisdiction in which you reside, in such circumstances you are not authorised to use and finance Your Account for the purposes of placing a bet. Your participation in the products we provide in a jurisdiction where such participation is prohibited by law, shall not affect any stakes or payments made to and accrued for the benefit of Wheelz. Moreover, you understand that it is your sole responsibility to pay and proceed with all necessary diligence in relation to taxes on any prize money, if and where these are applicable.
7.8 - Wheelz payment and fraud team will carry out additional verification procedures for any payout exceeding the equivalent of 2,000 CAD or cumulative withdrawals exceeding 2,000 CAD (or their equivalent under the operational currency) which value can be calculated either on a daily basis taking into Account all deposits affected by a customer since the establishment of the business relationship or on the basis of a rolling period of 180 days. We further reserve the right to carry out such verification procedures in case of lower payouts. Such verification may include but shall not be limited to, copies of a player’s passport, national identity card, copies of a player’s utility bills, and/or copies of the credit/debit cards used to make deposits. Where applicable, all identification documents provided should include a clear photographic image of the registered customer.
7.9 - All transactions shall be checked in order to prevent money laundering. Wheelz, the regulator and any governing body can monitor or request to review all transactions to prevent this crime from being committed. Wheelz shall report any suspicious transactions to the relevant competent authorities in the jurisdiction they would respectively fall under and in which Wheelz is licensed to operate. Should we be made aware of any suspicious activity relating to any of our Games, we shall report this to the relevant institutions immediately. Wheelz may suspend, block or close an Account and withhold any funds therein if it is requested to do so in accordance with the applicable prevention of money laundering and financing of terrorism laws and regulations.
7.10 - The time for a withdrawal request to be finalised may vary due to circumstances, however, a withdrawal attempt should be approved or denied within three (3) days. When a withdrawal is cancelled, the funds are returned back to Your Account and you can make use of those funds accordingly on the Account. Wheelz does not assume any responsibility for any funds lost during gameplay following a withdrawal cancellation either by you or by us. Details on deposit and withdrawal times can be found at Payments.
7.11 - Before any withdrawals are processed, your behaviour on the Website or usage of the Games will be reviewed for any irregular playing patterns. In the interest of fair gaming, equal, zero or low margin bets or hedge betting such as, but not limited to, betting Red Bet and Black Bet on any single round of roulette, shall all be considered irregular playing patterns for Bonus play-through requirement purposes. Other examples of irregular playing patterns play for Bonus play-through requirement purposes include but are not limited to, placing single bets equal to or in excess of 30% or more of the value of your total balance (including any given bonus) until such time as the wagering requirements for that Bonus have been met. Should the Casino deem that irregular playing patterns have occurred, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses.
7.12 - Acceptance of a withdrawal request shall be subject to you having made and sufficiently wagered a real-money deposit and in accordance to any other terms and conditions set out by Wheelz. All withdrawal requests shall be subject to the transaction limits and withdrawal methods that we shall notify you prior to withdrawal. Wheelz retains the right to carry out enhanced due diligence at the withdrawal stage should it deem this to be necessary and especially in cases where deposited funds have not been used for wagering.
7.13 - We may charge assigned fees for processing withdrawals, and this shall be clearly stated when you perform a withdrawal request. For further information it is advisable to refer to the Payment Options page.
7.14 - You understand and accept that jackpots may be advertised in a certain currency, and if it is claimed in a different currency there may be a reduction in the jackpot amount caused by currency fluctuations due to the applicable exchange rate.
7.15 - Wheelz also reserves the right to charge a fee should you request a withdrawal without having turned over an amount that is equal to or more than the sum of a deposit that has not been staked. Should this fee be charged, it would amount to 5% (minimum 10 CAD) of the requested withdrawal and additional bank charges associated with payments made can be passed on to you in this case. Moreover, we shall always reserve the right to apply a fee to withdrawals. If a fee is to be applied to a withdrawal, the sum will be shown in the cashier prior to the confirmation of the withdrawal request. The fee will be deducted automatically from Your Account balance if you choose to proceed with the transaction. The minimum amount you are permitted to withdraw may vary depending on the payment services provider you chose to withdraw the funds.
7.16 - In accordance with applicable laws and licence conditions imposed on Wheelz by the respective jurisdictions in which we are licensed to operate and provide our services, player funds are protected in the event of insolvency by the segregation of customer funds and are held in separate designated bank accounts. These accounts are used solely for this purpose, and our bank has acknowledged this. Furthermore, our bank of choice ensures that these funds are not subject to the enforcement, seizure, or execution of any claim against Wheelz and these funds are not considered to form part of the assets of Wheelz in the event of insolvency. Consequently, in the event of our insolvency, your funds are protected and shall be returned to you.
7.17 - If Wheelz or a third-party service provider mistakenly credits your bank account or another withdrawal method with withdrawals that do not belong to you, whether this is due to a technical or human error or otherwise, the amount credited in error will remain the property of Wheelz and we will transfer such amount back to Wheelz from Your Account. Without prejudice to other remedies and actions that may be available to us at law, the mistakenly paid amount will constitute a debt owed by you to Wheelz. In the event of an incorrect crediting, you are obliged to notify our Customer Support services immediately by email.
8. Bonuses, rewards and loyalty programs
8.1 - These Terms shall remain valid until a new version is made available and accepted by the user. Any changes to the terms of the Bonuses and rewards scheme conditions will be notified to you in advance, and will not take effect until and unless you have reconfirmed your acceptance of the changes.
8.2 - We may from time to time offer you Bonuses or rewards which will be credited by Us into Your Account. Such Bonuses may only be used in relation to the facilities as may be specified when the Bonus is offered to you. Acceptance of certain Bonuses may be in accordance with additional or specific terms and conditions that shall be made available to you. Other Bonuses and rewards shall be in accordance with standard promotional terms. Unless otherwise specified, our offers may be used only once, and you are not entitled to withdraw any Bonus amounts or redeem any rewards without first complying with the applicable terms. The type of Bonus and the size of it may vary and you need to wager the Bonus Money in order to withdraw the funds. For this reason you should check the Bonus and rewards rules carefully before participating in any promotion.
8.3 - Wheelz reserves the right to withhold and remove any Bonus Money awarded to you if it has not been used within 60 days from the date awarded. Individual campaigns may have a shorter expiration time.
8.4 - If you are eligible for a Bonus, wagering requirements will apply before you are eligible to make any withdrawals of the Bonus or winnings by bets using Bonus Money. If you would like to request a withdrawal before the wagering requirements are fulfilled, Wheelz will deduct the whole Bonus amount as well as any winnings made from Bonus Money before approving any withdrawal. Wheelz has the right to choose which games and how much a game contributes to the wagering requirements.
8.5 - You can find your current and future Bonus and loyalty items in the Reward section on the Website. All items in the Reward section are considered to be Bonus rewards and can incur additional wagering. Expiration times are clearly stated in the item description and may vary for each individual item.
8.6 - At Wheelz you can receive Bonuses in a variety of different ways. Besides the Welcome Bonus you receive upon joining and weekly new Bonus promotions, you can win Bonuses simply by playing at Wheelz and advancing levels. You may receive a Bonus when levelling up or when logging in or during gameplay. To advance the Progress Bar, a minimum bet of $0.20 CAD is required. Customers must be subscribed to our offers to benefit from these rewards.
8.7 - The Bonus received when the player makes his/her first deposit to the Website has a wagering requirement of thirty five (35) times of the received Bonus.
8.8 - Winnings on Free Spins (free rounds) have a wagering requirement of thirty-five (35) times the winning sum if nothing else is stated alongside the Free Spins campaign. If no specific information is given regarding wagering requirements when receiving a Bonus, the wagering requirement is set to thirty-five (35) times the sum of the received Bonus amount.
8.9 - During gameplay, real money is used first. Real money bets give real money winnings, and mixed bets or Bonus money only bets give Bonus money winnings.
8.10 - Only when placing a bet of Bonus money or a bet containing Bonus money, wagering is decreased with the amount of the Bonus bet and at a maximum of 5 CAD.
8.11 - The maximum bet allowed when using Bonus money is of 5 CAD per spin or 0.50 CAD per bet line until your wagering requirements have been fulfilled. Wheelz reserves the right of voiding bets and winnings resulting from bets of larger amounts.
8.12 - Some games affect the wagering requirements differently. See Section #7 in the Bonus Terms and Conditions for the current list of games with wagering requirement exceptions.
8.13 - Any player found to be abusing Bonus funds on slot games with a progression mechanic are liable to have any winnings confiscated and may have their Account closed.
8.14 - Bonuses/free spins at Wheelz can only be received once per person, household, IP address (including shared networks), device and/or credit/debit card number or any other deposit method used. We reserve the right to close Your Account and confiscate any existing funds if evidence of Bonus abuse/fraud is found.
8.15 - We award Bonuses and entry to selected promotions in good faith to players who use our services for entertainment purposes and as a token of appreciation for your loyal play. Free spins, Bonuses and entry to promotions will be revoked, denied or withdrawn from players who abuse the spirit of our offers. The term ‘Abuse’ refers to players who by any other means, obtain an unfair or unintended advantage and shall include, but is not limited to, the opening of multiple Accounts to claim multiple Bonuses. In cases where Wheelz suspects that the player is acting in bad faith, Wheelz reserves the right to cancel a Bonus offer at any time in case of any suspected abuse of the offer and to terminate the offender’s Account with immediate effect. At our sole discretion, we may not issue refunds of any deposits, balances or winnings generated on the Account should abuse be suspected.
8.16 - You understand that you will only be able to receive or benefit from offers that apply to your country of residence and, where stated, deposit payment method. Wheelz reserves the right to vary the number and amount of Bonuses granted, depending on the user’s country of residence at any time and for any reason whatsoever. We reserve the right to offer a specific Bonus to a specific customer or group of customers, to terminate a Bonus offer without notice or compensation, to change the terms of a Bonus offer and/or to exchange one type of Bonus offer for another at our sole discretion and at any time.
8.17 - While playing with wagers made using their Bonus balance, players are strictly prohibited from delaying the playing of a game round until after the wagering requirements for that Bonus have been met, and/or they have deposited new funds. This includes all Bonus and/or free spin modes and features which may arise as a result of wagers made using the player’s Bonus balance. If this occurs, the player agrees that their Bonus and/or any associated winnings may be voided.
8.18 - Wagering Requirements apply. Deposits must be wagered at least once before they become withdrawable. You can make a withdrawal of your deposit balance before you have fulfilled the wagering requirements, but then you will lose your Bonus Money. For example, if the wagering requirement is thirty-five (35) to withdraw a 5 CAD Bonus, the player will have to wager 175 CAD before the remaining balance converts to Real Money and can be withdrawn.
8.19 - Cash Rewards that don’t have any wagering requirement and the amount won will be added to the balance and is withdrawable immediately.
9. Responsible Gaming
9.1 - Wheelz offers a range of services to assist you if you feel that you are developing a dependency towards gambling. We have in place a series of measures, which will help you play in a safe environment. You understand that when you are playing games of chance that involve money, the outcome can never be sure. We have developed tools that will make your gaming experience safer, and we encourage you to consider these measures when playing on Wheelz. To use these tools, you may either go to the Limits tab on Your Account menu and set the Account limitations according to your needs or by contacting our customer support service on [email protected].
9.2 - We offer you the opportunity to apply financial limits to your Wheelz Account. When you set up a limit, you will be unable to continue playing beyond the limit you would have set, as our system will automatically prohibit any further gameplay. These limits are available to help you to control your gambling and you may set financial limits related to deposits, wagers and losses:
- Deposit Limits - In order to limit the amount of deposits you can make over a certain period of time, you can set a Deposit Limit.
- Loss Limits – In order to limit the losses that you can sustain over a certain period of time, you can set a Loss Limit.
- Wagering Limits – In order to limit the amount of money that you are able to spend over a certain period of time, you can set a Wagering Limit.
9.3 - The financial limits described above can be accessed on your Limits tab on Your Account menu and amended at any time. Limit amounts can be made on a daily, weekly or monthly basis. Any request to lower a limit will take effect immediately. Any request to raise or remove a limit will only take effect after the expiry of a twenty-four (24) hour “cooling-off” period in which the player will not be able to revert the conditions previously placed on their Account. This “cooling-off” period will give you the chance to reconsider whether you really want to raise your deposit limit.
9.4 - If you require any further information or assistance regarding our functionality, please contact support at [email protected].
9.5 - We offer you the opportunity to apply Session Time limits to your Wheelz Account. You may at your discretion, choose to set a maximum session time during which you will be allowed to stay logged into your Account. While these limits are set, you will automatically be logged out and will not be allowed to continue playing when you reach the pre-set time limit in any one play session.
9.6 - The Reality Check tool helps you monitor your gaming activity at Wheelz. Once this feature is activated, a message will be displayed on your screen at regular intervals of, for example, 60 minutes. This message will inform you about how long you have been playing, how much you have spent/won, and it will offer a direct link to your transaction history and present you with the option to resume or exit the game. Customers are to note that for certain Casino providers, if the ‘Autoplay’ function is active, the Reality Check might not suspend gameplay when the pop-up message is displayed.
9.7 - We offer you the opportunity to apply self-exclusions (“Time Out”) to your Wheelz Account for definite and indefinite periods. As soon as your self-exclusion request is processed, you will no longer be able to play on Wheelz, and you will not be able to access Your Account until your requested period of limitation has elapsed.
Should you need to take a definite Time Out from gambling, please use the Time Out functionality on the Website and choose the period you wish to be timed out. This tool can be found in the My Account > Limits menu. Should you for any reason be unable to impose these limits yourself or wish to self-exclude for a time not available on the Website, please contact Customer Support for assistance. At the end of your Time Out period, Your Member Account will automatically be reactivated. Your Member Account may be opened at any time at Your request. However, before an Account is reactivated from a Time Out, a twenty-four (24) hour “cooling-off” period shall apply before you may resume play. This “cooling-off” period may be increased, if appropriate to do so, at our sole discretion.
An indefinite self-exclusion is activated by contacting Customer Support and may only be removed subject to a “cooling-off” period of seven (7) days. We reserve the right to refuse to remove an indefinite self-exclusion. In case of an indefinite self-exclusion we shall take all necessary steps to remit any remaining funds on Your Account to you.
9.8 - Following a time-out or a self-exclusion request, we will use our best endeavours not to send you any further marketing materials and, in any event, will ensure that we will not send you any further marketing materials after 24hours of Account closure.
9.9 - Once Your Member Account is reopened in the manner set out in this chapter, You shall be responsible for any losses that ensue thereafter as a result of your continued use of Your Member Account and shall not, in any case, be refunded by Wheelz
9.10 - Please comprehend that it is important for us to be made aware as to the motive for your exclusion, primarily if this related to problem gambling matters. Kindly inform us as to this reason upon making your closure request. Indefinitely self-excluded Member Accounts may not be reopened or reactivated in cases of gambling addiction under any circumstances.
9.11 - Any Account limits, time outs and self-exclusion requests would be valid for the licensed brand you are currently a member of (for example wheelz.com) only and does not include other sites operated by us.
9.12 - For your protection and according to our Licence obligations, if you held an account with any of our Group Brands which has been closed due to gambling addiction (either on player request or via our analysts), you cannot open another account with any of our Group Brands again, and all previously opened accounts will be permanently closed across all Group Brands. Any new accounts created on our other Group Brands after the original account was closed for a gambling addiction will be closed. If closed for this reason, any winnings will be removed and associated deposits made on the new Account are not refundable. Furthermore, we reserve the right to take action and notify the relevant authorities and associations.
9.13 - Should you feel that you may be at risk of developing a dependency on gambling or would like to be certain that you or anyone else in your household does not have access to gambling sites, you may consider installing software which prevents users from accessing any gaming sites. There are independent third party sites that offer products that are aimed at blocking gambling related websites or software. Betfilter and GamBlock are two of the websites that provide this service. Please click on the links provided should you require further information. So as to ensure maximum protection to those affected by gambling problems, this kind of software cannot be removed from a device once it is installed.
9.14 - If you have chosen to restrict yourself from playing on Wheelz because there is the possibility that you might have a gambling problem, it is advisable to consider excluding yourself from all the gambling environments you may have access to, both online and offline.
9.15 - If Wheelz believes that your gambling will cause you financial or personal difficulties, we reserve the right to close Your Account. If you feel that you require help to overcome any addiction, please refer to our Responsible gaming page on the Website.
9.16 - Wheelz does not allow anyone under 18 years of age to open an Account on its Website. Should you be under 18 years of age and attempt to open an Account with us or should you assist an underage person in opening an Account with us, you are in breach of the law. Should you have minors in your household or should there be a possibility of minors accessing your computer, please make sure to not to share your login details; not to enable the “remember password” function on the login screens; Not to share your credit card or bank Account details with minors; Install parental control software or internet filter software on your computers. Such software can be obtained from, for example www.netnanny.com and www.cyberpatrol.com.
10.1 - Rootz LTD, acting as data controller, respects your privacy and is committed to protecting your personal data and processing it in compliance with applicable laws – notably: The Data Protection Act (Chapter 586 of the Laws of Malta) as well as the various subsidiary legislation issued under the same – the “DPA”; The Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of Personal Data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) – the “GDPR”.
10.3 - The information we collect enables us to ensure that you can enjoy safe and user-friendly browsing conditions. We aim to offer the best possible services, whilst making sure that gaming on our site remains fun. You, therefore, acknowledge that we collect and use your personal data so that you may access our Website and also allow your participation in the Games we offer. We will protect your personal information and comply with applicable data protection laws in respect of the documents you supply to us. We shall only retain your personal data for as long as necessary to provide you with our services or for as long as we are legally required to retain it.
- Game developers
- Payment providers
- Analytics service providers
- Identity verification companies
- Anti-money laundering services
- Website performance and security systems
- Marketing and advertising companies
- Communications platform providers
- Social media platforms
10.5 – To comply with our legal obligations, we may be required to transfer your data to any relevant competent authorities.
10.6 – As a data subject, you have a right to access, rectify, delete or restrict Your data, as well as having the right to data portability requests. You also have a right to object to the processing of your data and to withdraw your consent where the processing is based on consent. For any privacy or data protection queries or complaints, please send us an email to [email protected] with the subject “Privacy”. You can also file a complaint with the Data Protection Authority if you are not satisfied with the way in which we handle your personal data.
11.1 - The Website uses ‘cookies’ to make the Website experience better. Information on deleting or controlling cookies is available at www.aboutcookies.org. Please note that by deleting our cookies or disabling future cookies you may not be able to access certain areas or features of the Website.
12. Exceptional Circumstances & Aborted Games
12.1 - Unexpected technical problems or circumstances outside the control of Wheelz such as technical problems at third party providers allows Wheelz to cancel bets and give refunds to players. Additionally, you acknowledge that your computer equipment or mobile device and Internet connection may affect the performance and operation of the Website, for this reason, Wheelz cannot guarantee that the Website will operate without faults or errors or that its services will be provided without interruption. Wheelz does not accept any liability for any failures or issues that arise due to your equipment, Internet connection or third-party provider. This shall also include your inability to place bets or wagers or to view or receive information concerning certain particular games.
12.2 - Wheelz reserves the right to limit, cancel and refuse bets in the case they are considered to be too large or if we see that the betting pattern of the player takes place in such a way that the system is being abused.
12.3 - If a refund is decided upon, the amount of the refund shall be returned to the player’s Account, the player shall be informed and the procedure finalised within 48 hours after the decision has been made.
12.4 - In the case that a game is “stuck” in a state before it ends, for example a connection loss while playing an active blackjack hand, Wheelz has the right to “clean up” such bets on a regular basis and refund the bet/wager to the player’s Account. If the game has been aborted or miscarried on the server, the player should be refunded.
12.5 - If a Bonus campaign has in any way been misconfigured, Wheelz has the right to alter player’s balances and Account details to correct the mistake.
12.6 - If a game contains a bug or misconfiguration that causes incorrect behaviour or payout, Wheelz has the right to remove the game and alter player’s balances and Account details to correct the mistake.
12.7 - The Company is not liable for any downtime, server disruptions, lagging, or any technical or political disturbance to the gameplay. Refunds may be given solely at the discretion of the management.
12.8 - The Company shall accept no liability for any damages or losses which are deemed or alleged to have arisen out of or in connection with the Website or its content; including without limitation, delays or interruptions in operation or transmission, loss or corruption of data, communication or lines failure, any person’s misuse of the site or its content or any errors or omissions in content.
12.9 - Wheelz endeavours to ensure that the Website is available twenty-four (24) hours a day, however, it shall not be held liable if for any reason the Website is unavailable at any time or for any period. We may remove any game from the Website at any time we see fit and reserve the right to make changes or amendments, to alter, suspend or discontinue any of the content, products or services, including your access to the Website.
12.10 - You are not allowed to abuse any error or instance of incompleteness on the Website, in the application, in any of the Software or in any of the services provided by us. Should you become aware of such an error or incompleteness, you shall refrain from taking any advantage thereof and notify us immediately. If you do not comply with this clause and take advantage of or divulge any information about an error or incompleteness, Wheelz shall be entitled to any remedies available at law, and this shall include compensation for any costs it may have incurred in association with any losses, which would have resulted from your breach of this clause.
13. Alteration of the Website
13.1 - We may, at our absolute discretion, add or remove, alter or amend, any of the products offered via the Website at any time.
14. Complaints & dispute resolution procedure
14.1 - You may contact our customer complaints department by sending an email to [email protected] should you wish to make any complaints regarding our services.
14.2 - Complaints are handled in the support department and escalated in the organisation of Wheelz in the case that support personnel do not solve the matter immediately. The player shall be informed about the state of the complaint to a reasonable level. We always endeavour to resolve complaints in the least time possible. The outcome of the complaint is to be communicated within 10 days from the date on which the complaint is received, provided that in certain cases this can be extended by a further 10 days.
14.3 - A dispute resolution organisation, Pardee Consulta Ltd, is available to all players in the event they are unsatisfied with issue resolution by Wheelz. Pardee Consulta Ltd is a registered company in Malta with registration number C85213, having its registered office at 2B, Victoria Buildings, Triq l-Għenieq, Naxxar, Malta, which acts as an independent and third party alternate dispute resolution (“ADR”) service provider and is duly authorised and eligible to handle customer complaints related to gambling. You may forward your complaint to the ADR service provider by filling in the Online Dispute Resolution Form or via email at [email protected].
14.4 - European customers may also direct complaints to the Online Dispute Resolution (ODR) section of the European Commission. This organisation is dedicated to helping European-based consumers and businesses resolve their disputes out-of-court, and can be found at the EU’s Online Dispute Resolution (ODR) page.
14.5 - If you believe your complaint is relevant to the status of our MGA licence, particularly any claims that our conduct is unlawful or conducted in a manner which is not safe, fair, or transparent, you may report your complaint to the Malta Gaming Authority or by emailing directly to [email protected].