1.1. JUNGLE branded websites (the “Websites”), software (the "App") and services are operated and controlled by JUNGLE X UK Ltd. (“JUNGLE”) of Sherwood House, 41 Queens Road, Farnborough, Hampshire, GU14 6JP.
1.2. Together, the App, the software and the services are referred to collectively herein as the “Services".
2. Terms & Conditions
2.1. By visiting the App and/or by registering and/or using the Services, you agree to be, and are, bound by:
2.1.1. these JUNGLE Terms and Conditions; and
2.1.3. all such other of our terms and conditions, rules or policies as they relate to any applicable Services (e.g. rules for a particular game), promotions, bonuses, special offers or any other aspect of your use of the Services from time to time; and
2.1.4. are deemed to have accepted and understood all of the above.
3.2. JUNGLE may, in its absolute discretion, alter or amend or withdraw Services or any part thereof, at any time, and may alter prices, features, specifications, capabilities, functions and/or other characteristics of the Services.
3.3. JUNGLE may also at its discretion engage new or alternative third party service providers in respect of Additional Services or any other of its Services. By registering or playing with any such third parties, you thereby provide your consent to any applicable additional terms and conditions of such third parties as they may be amended from time to time, including but not limited to any change to the third party service provider itself.
4. Your JUNGLE Account
4.1. In order to register an account ("Account") with us you hereby agree, warrant and represent that:
4.1.1. you are at least:
i. 18 years of age; or
ii. the age at which gambling is legal under any law that applies to you,
whichever is the greater. JUNGLE reserves the right to request proof of age documentation from any applicant or customer at any time and to void any wagers with minors;
4.1.2. you are entirely responsible for complying (and that you comply) with your own local, national, federal, state or other laws concerning betting and gambling prior to opening an Account, placing any bets, stakes or wagers (together "Bets") or using the Services. In particular, if you live in a country where use of a particular service is prohibited, you must not (i) register with us for the applicable Service; (ii) attempt to use that Service; or (iii) use your payment card or other payment methods to undertake betting or gambling with us for the unlawful Service;
4.1.4. you are not prohibited for any reason from betting with us or from using the Services; and
4.1.5. you have not excluded yourself, and neither we nor any other operator has excluded you, from gambling.
4.2. For various legal and/or commercial reasons, we do not permit (to the extent within our control) Accounts to be opened by, or used from, customers based outside the United Kingdom. You agree that you shall not open an Account, nor attempt to use an Account, if you are outside the United Kingdom.
4.3. The availability of our Services does not constitute an offer, solicitation or invitation by us for the use of our Services in any jurisdictions in which such use is prohibited by law. JUNGLE shall not be liable for any breach of any local, national, federal, state or other laws that may occur as a result of your using the Services.
4.4. In the event that you are found to have breached any of the terms in Clauses 4.1, 4.2 or 4.3:
4.4.1. we may cancel any Bet you may have placed;
4.4.2. we shall not be obliged to pay any winnings which might otherwise have been payable in respect of any Bet you placed; and
4.4.3. We may refer the matter to the police, guardians or family members, or any other appropriate regulatory authority.
5. Opening an Account with JUNGLE
5.1. To open an Account, each customer will submit their mobile phone number then they will receive a one-time pass PIN code to sign in through SMS.
5.2. It is the responsibility of each customer to ensure that all personal details are current and up-to-date, as failure to do so may result in Bets or payments being declined or payments being issued incorrectly. You can update your personal details via the App.
5.3. Only one Account is permitted per customer. JUNGLE reserves the right to close down any duplicate Accounts set up by you and to cancel any Bets on duplicate Accounts. JUNGLE also reserves the right to suspend or close any Account and cancel any associated Bets where the Account holder and the owner of the funding instrument are not the same.
6. Account Security
6.1 Your Account Information
The registered phone number must be kept carefully by the customer.
All Bets where a customer’s phone number and PIN code (or such other criteria as may be required and as communicated to you) have been correctly entered (which may be as a result of customer negligence) will be regarded as valid, provided that:
6.1.2. JUNGLE has no other reason to believe at the time of acceptance of the Bet that the Bet was not placed by you.
6.2 When forgetting your Account
Please contact us as soon as possible if you have lost or forgotten your Account details.
You agree to inform us as soon as is possible (through our App) if you believe that your Account information is being misused by a third party so that we may suspend your Account to prevent further abuse.
6.3. Protection of Client Funds/Segregation of Funds
6.3.1. We are required by our licence to inform customers about what happens to funds which we hold on account for you in the event of insolvency.
We hold customer funds separate from company funds in reserve funds which we hold with our payment processors. These funds are not protected in the event of insolvency: not protected segregation.
7. Deposits & Withdrawals
7.1. To participate in any real-money Bets available via the Services, you must deposit monies into your Account via our payment options.
7.2. Customers can only deposit Pound Sterling GBP (£) into their Account. No other currencies will be accepted.
7.2.1. As required by our anti-money laundering obligations and/or as part of our policy with regards to the source of funds placed on deposit, we reserve the right to raise queries regarding the source of any funds placed on deposit. JUNGLE may, acting reasonably, suspend or terminate any Account where the response to such query/queries is not in its view satisfactory and/or may pass on such information as it deems necessary to the National Crime Agency (the NCA).
7.2.2. We will set limits on the amount of deposit, withdrawal and bet. Also, we make this information known to our customers.
Deposit: Set by each customer
Withdrawal: Mini (£) 10
Bet/Stake: Mini (£) 1, Max (£) 10,000
Interest is not payable on Account balances.
Credit is not permitted.
It is your responsibility to maintain sufficient funds in your Account, and to stake your Bets accordingly.
We reserve the right to void any Bet which may be inadvertently accepted if your Account does not have sufficient funds to cover the whole of the Bet and/or to recover the amount of any shortfall.
7.2.3. Funds may be withdrawn from your Account provided that:
220.127.116.11. all payments made into your Account have been confirmed as cleared and have not been charged-back, reversed or otherwise cancelled;
7.2.4. We do not charge you for deposits or withdrawals although you should check with your bank and/or other payment service provider as to whether they will levy any such charges.
7.2.5. Please note that you will not be able to make withdrawals in the countries and areas where JUNGLE does not provide their services.
7.2.6. Please note that you (and not JUNGLE) are responsible for reporting or declaring any funds withdrawn, including any winnings, if such reporting is required by local law, tax or other authorities.
7.2.7. Any changes to your personal/card details must be advised to us as soon as is possible, as failure to do so may result in your deposit or Bets being declined by your bank.
7.2.8. As well as informing your bank, please inform us as soon as is possible should your bank card be lost or stolen.
7.2.9. If you or your bank advises us that your card has been lost or stolen, no further Bets will be accepted on your Account until you contact us with further instructions.
7.2.10. While we shall take all reasonable steps to avoid mistakes, outside of where we are negligent, JUNGLE cannot accept any responsibility or liability for any errors or omissions in respect of withdrawal of funds or lodgements to Accounts. Should funds be debited incorrectly, it is the customer’s responsibility to notify JUNGLE without delay, and we shall endeavour to rectify such an error.
7.2.11. JUNGLE may use your payment instrument details to verify your identity as required pursuant to applicable anti-money laundering rules and regulations and/or other obligations, policies or procedures. Funds deposited directly to your Account from debit cards will be credited to your JUNGLE Account as soon as is possible on receipt of an authorisation from your bank. It is your obligation to ensure that you keep these funds in your debit card account until your bank deducts them.
7.2.12. JUNGLE reserves the right to impose transactional limits (daily or monthly) on withdrawal amounts depending on a combination of deposit methods, payout methods, your transaction history and your Account status.
8. Placing a Bet with JUNGLE
8.1. Customers can only bet up to the amount held within their Account or allowed by their bank. JUNGLE shall not extend any credit under any circumstance.
8.2. JUNGLE reserves the right to accept or decline the whole or part of any proposed Bet.
8.3. You must exercise your own judgement in placing a Bet and you hereby confirm that you have not relied on the advice of any JUNGLE employee relating to any Bet.
8.4. You agree to pay us for all Bets that are placed with us using your Account.
8.5. Bets must be made via the App only.
8.6. Please familiarise yourself with betting and gambling terminology and how the various bets operated. If you have any queries relating to the foregoing, please contact us. JUNGLE cannot accept any responsibility if you place a Bet in circumstances where you do not fully understand any of the terms involved or how the bet is operated.
8.7. Guaranteed prices and other special offers or promotions are available at the discretion of JUNGLE and can be restricted on an individual Account basis at any time.
8.8. JUNGLE is not responsible for any taxes that may be payable by you whether on any Bets, on any winnings or otherwise.
8.9. JUNGLE reserves the right to void any or all Bets made by, any group of people acting in conjunction with each other, or any individual acting alone, in an attempt to defraud JUNGLE.
8.10. JUNGLE may, at its sole discretion and without any requirement to give reasons, exclude any customer from the Services generally or from receiving selected promotions (e.g. email newsletters) and any other promotions and offers introduced by us or promoters from time to time.
8.11. JUNGLE reserves the right to amend or withdraw any promotion without prior notice.
8.12. JUNGLE reserves the right to selectively offer promotions, bonuses and special invitations to qualifying customers. JUNGLE is under no obligation to disclose the qualification criteria or offer the promotion to customers that do not meet their criteria.
8.13. In the event of any breach of these or specific promotional terms and conditions or a participant being ineligible to participate in the promotion, the promoter reserves the right to take such action as it deems appropriate and its absolute discretion, including but not limited to disqualification from the promotion and all future promotions and withholding of winnings.
8.14. Please note that the abuse or misuse of bonuses, points or promotional offers will result in termination of your Account and forfeiture of any balances and/or winnings.
8.15. Please note that events may occur which may result in the promoter extending, refusing, reclaiming, cancelling, terminating, modifying or suspending a promotion and or the awarding of prizes at any point for any reason. These may be due to a third party’s illegal activity, technical difficulties or any other reason beyond the control of the promoter and accordingly the promoter shall have no liability as a result.
8.16. JUNGLE and any associated promoter exclude any liability for inaccurate information contained in their website or promotional tools or consequence of human or technical errors relating to the Services.
8.17. JUNGLE and any associated promoter (including their agents) accepts no responsibility for the failure of any third parties to fulfil their contractual obligations in relation to a promotion.
8.18. It is a condition of our acceptance of Bets from you, and by offering to place a Bet with us you represent and warrant, that:
8.18.2. where the Bet is placed on the outcome of a race, competition or other event or process or on the likelihood of anything occurring or not occurring ("the event"), you do not know the outcome of the event.
8.19. In the event of any representation made by you in Clause 8.18 proving to be false, your stake will be forfeited and we shall not be obliged to pay any winnings which might otherwise have been payable in respect of the Bet.
8.20. Without restricting our ability to rely on other remedies that may be available to us, we may suspend or terminate your Account and/or cancel any Bets placed by you at our absolute discretion if:
8.20.1. We suspect that you:
i. are engaging in any illegal or fraudulent activity while using our Services, such as:
1. creating various numbers of characters featuring in a game as part of the normal course of betting;
2. signing in at unexpected times as part of the normal use of the Services;
3. fraudulently modifying results solely or by conspiring with other players;
4. employing external tools for modifying results such as a BOT or other cheating tools;
iii. are taking unfair advantage over us or any other player or are otherwise acting in an unfair manner (for example, by exploiting a fault, loophole or error in our software, by collusion or by any other means);
iv. may be having difficulties obtaining credit, have become bankrupt or that you may have self-excluded; or
8.20.2. We are required to do so by law.
8.21.1. there is a technical failure; or
8.21.2. there is a manifest error in the terms of a Bet offered to, or placed by, any party.
8.22. If you have a query relating to your Account, it is your responsibility to notify JUNGLE at the earliest opportunity, providing as much information as JUNGLE may require.
8.23. You must not under any circumstance:
ⅰ. impede access to the Services by other users and individuals;
ⅱ. damage the property of other users and individuals;
ⅲ. analyse or modify programs or data used in the Services through disassemble or any other approach;
ⅳ. post or transmit programs or data used in the Services on internet websites, whether within or outside of the Services;
ⅴ. reproduce programs or data used in the Services for any other persons;
ⅵ. use the Services in any manner other than as instructed by JUNGLE;
ⅶ. engage in any acts which JUNGLE publicly announces as prohibited on the Services;
ⅷ. remit money between players in accordance with money laundering regulations;
9. Betting Policy
9.1. For the purpose of this Clause 9, “suspicious betting” shall refer to where we have reasonable grounds to believe that a Bet or a number of Bets have been placed in suspicious circumstances. Suspicious betting shall include, but not be limited to:
9.1.1. where there is an inordinate frequency and/or highly unusual pattern of Bets (by comparison with betting norms) placed on the same selection(s) in a short space of time;
9.1.2. where the integrity of an event (or events) has been called into question, including, for example, but not limited to where one (or more) of the participants in an event displays an exceptional form which we reasonably believe was known to you or someone connected to you at the time of bet placement but was concealed from the public generally in order to gain an unfair advantage in any bets placed on that event (or those events);
9.1.3. where we have reasonable grounds to suspect that a Bet or a string of connected Bets were placed robotically, by automated means, or otherwise than through the Account holder placing each Bet manually via their Account;
9.1.4. where we reasonably believe that you have used unfair external factors or influences connected with the event(s) the subject of any Bet(s);
9.1.5. where we reasonably suspect that you have opened duplicate Accounts or where we reasonably suspect that second or subsequent Accounts are under common control with your Account with a view to concealing the true worth, nature or pattern of Bets placed by you or on your behalf, even if second or subsequent Accounts are opened under different names;
9.1.6. where we otherwise believe, acting reasonably, that you are acting in concert with others (syndicate betting) or that you are acting other than on your own behalf; or
9.1.7. where we reasonably believe that Bets have been placed from a location or device other than the location or device which you claim to have used to place a Bet.
9.2. In the case of any of the activities contemplated by Clause 9.1, and without restricting our ability to rely on other remedies that may be available to us, we may, acting reasonably, and depending on the circumstances:
9.2.1. request such further information from you as may reasonably be required by us to investigate whether the Bet or Bets constitute suspicious betting for the purpose of Clause 9.1;
9.2.2. suspend or withhold payment of any amounts (or any parts thereof) pending the receipt by us of satisfactory evidence from you in order for us to determine (acting reasonably) that a Bet does not constitute a suspicious bet as such term is referred to in Clause 9.1. For example, but without limitation, where we suspect that a Bet or a string of connected Bets may have been placed robotically or by automated means, we may require you to provide reasonable evidence that each Bet was placed manually by you via your Account. You further acknowledge and accept that we reserve the right, at our sole discretion, to collect and process any information in connection with your betting patterns, personal data, depositing of funds and any other related information and inquiries that will help us to investigate any suspected breach of these Terms;
9.2.3. suspend or withhold payment of any amounts (or any parts thereof), usually for no longer than 30 days but where relevant for such longer period of time as may reasonably be required (for example, pending any investigations by JUNGLE, any sports’ governing body, a gambling regulator, a law enforcement authority or any other third party);
9.2.4. void a Bet or a string of connected Bets (including for example multiples) prior to the event. Where possible, we shall communicate to you in advance that the Bet(s) has (or have) been voided prior to the (first) event the subject of the Bet(s);
9.2.5. calculate any winnings based on the starting price of the event(s) the subject of the Bet(s). Where possible, we shall communicate to you in advance that any Bet(s) will be settled at the starting price; or
9.2.6. where there is an inordinate frequency and/or unusual pattern of Bets placed on the same selection(s) in a short space of time and where we have reasonable grounds to suspect that the Bets are connected Bets, limit the payment of winnings in respect of those Bets and where necessary with such limitation applied across multiple accounts.
9.3. Where we have reasonable grounds to believe that you have participated in, or have been connected with, any type of suspicious betting, we shall use our reasonable endeavours to investigate such matter, including but not limited to through the use of various collusion, suspicious betting, fraud and cheating detection practices which are used in the gambling industry.
9.4. We reserve the right to terminate an Account if we reasonably suspect any of the activities described in Clause 9.1 in connection with that Account.
9.5. Where a Bet is deemed to be, or is declared, void by us prior to an event, any sum deducted from your Account with respect to that Bet may be credited to your Account.
9.7. We will not be liable under any circumstances whatsoever for any loss you or any other person may incur as a result of the collusive or other behaviour in breach of this Clause 9. Further, we reserve the right, but shall not be obliged, to take any other actions in the case of any of the activities contemplated in Clause 9.1.
9.8. In exercising any of our rights under Clause 9, we shall ensure that we exercise such rights in a manner that is fair to you and to our customers generally. If you have any comments or queries in respect of Clause 9, please do not hesitate to contact us.
10. Winnings & Payment
10.1. All cleared winnings will be credited to the customer’s Account.
10.2. The maximum payout to any one customer in any twenty-four hour period regardless of the size of stake or number of Bets is set out in the instructions for each game.
10.3. Any queries relating to a Bet must be raised no later than six months after the last event in the Bet has been settled. JUNGLE cannot guarantee that we will be able to respond to your query if it is not raised within this time.
10.4. We may use your name or initials and region and any winnings you may have had for advertising or promotional purposes without additional compensation.
11. Errors & Suspected Errors
11.1. JUNGLE makes every effort to ensure that no errors are made in prices offered or Bets accepted. However, human and/or systems’ errors may occasionally result in errors.
11.1.1. JUNGLE reserves the right to correct any obvious errors and to void any Bets placed where such have occurred.
11.2. Should funds be credited to a customer’s Account in error, it is the customer’s responsibility to notify JUNGLE of the error without delay. Any winnings subsequent to the error and prior to the notification of JUNGLE, whether linked to the error or not, shall be deemed invalid and returned to, or otherwise be reclaimable by, JUNGLE.
11.3. Any monies which are credited to your Account, or paid to you as a result of an error shall be deemed, pending resolution under Clause 24. to be held by you on trust for us and shall be immediately repaid to us when a demand for payment is made by us to you. Where such circumstances exist, if you have monies in your Account we may reclaim these monies from your Account pursuant to Clause 14. We agree that we shall use reasonable endeavours to detect any errors and inform you of any such errors relating to you, your engagement with us, or your Account, as soon as reasonably practicable.
11.4. As soon as you suspect or become aware of an error you shall:
i. immediately cease play; and
ii. inform us as soon as reasonably practicable of any such error or suspected error.
12.1. You hereby agree, warrant and represent that no charge-backs or other cancellation of deposits will be made relating to your Account without our consent. In the event of any of the foregoing occurring, you agree to indemnify us and hold us harmless against any costs, claims, damages and expenses arising in connection therewith and to refund and compensate us for any losses we would otherwise incur arising from such actions including any expenses incurred by us in the process of recovering such amounts.
13. Void Bets & Right of Set-Off
13.1.1. all previous Bets will be voidable at the option of JUNGLE and any winnings which you have accrued will be forfeited by you and you will return to us on demand any such funds which have been withdrawn from your Account; and
13.2. JUNGLE may at any time set off any amount on deposit in your Account against any amounts owed by you to JUNGLE.
14. If JUNGLE suspects any Fraud
14.1. JUNGLE reserves the right to seek criminal or other sanctions against you if we suspect you have engaged in fraudulent, dishonest or criminal acts and we will disclose such information to the relevant authorities or other relevant third parties (for example, payment service providers) as may be necessary in this regard.
14.2. JUNGLE reserves the right to suspend or terminate any Account it believes to be involved in fraud, money laundering and/or any other form of illegal or suspicious activities and to report such details as it reasonably considers are necessary to relevant authorities.
15. Fair Play & Responsible Gambling
15.1. By using the Services, you agree to participate in betting and wager in a fair and honourable manner. You will not be involved in any fraudulent, collusive or unlawful activity in relation to any betting. You will refrain from making rude, obscene or offensive comments to other players or JUNGLE personnel.
15.2. To keep betting a fun and entertaining form of recreation, JUNGLE urges all players to:
Establish what constitutes an acceptable loss before starting to play.
Never wager any money if:
You are younger than the legal gambling age (18);
It interferes with work or other responsibilities;
You are in recovery for addictive disorders or dependencies;
You are under the influence of alcohol or other substances;
You are attempting to make up for prior losses.
15.3. If JUNGLE is aware that the holder of the Account is under the age of 18 JUNGLE will return the balance of the Account to the operator of the account and will withhold any winnings attributable to the Account.
15.4. JUNGLE promotes responsible gambling for all users. For more information on responsible gambling please visit www.gambleaware.co.uk.
16. How to close your JUNGLE Account
16.1. You can close your Account through your designated Preferences.
16.2. Your sole remedy in the event of termination of your Account by us for any reason shall be the reimbursement of any undisputed Account balance you may then have and we shall have no further liability to you whatsoever.
16.3. Any reimbursements pursuant to 16.2 will be paid out within 60 days of the termination of your Account.
17. Systems Failure, Hacking and Other Offences
17.1. JUNGLE shall not be liable for any Bet not being placed for any reason (unless as a result of negligence by JUNGLE) or you being disconnected from the Services, including but not limited to failure or disconnection of computer, telecommunications services, internet or otherwise, and the balance of your Account will at all times be as is recorded on our server.
17.2. You warrant, represent and undertake that you shall not knowingly or negligently interrupt, corrupt or exploit for any purposes not intended by JUNGLE any of the Services, including for example by:
17.2.1. attempting to gain unauthorised access to any of the Services, the servers on which the Services are hosted or any server, computer or database connected to the Services;
17.2.2. using any features which may affect the function or performance of the Services in any way for example (but not limited to) releasing viruses, worms, trojans or similar material that may be malicious or harmful;
17.2.3. interfering or tampering with, removing or otherwise altering in any way, any information in any form which is included in or on any of the Services; or
17.2.4. attacking the Services via a denial-of-service attack or any other form of attack or interference.
17.3. We reserve the right to pursue you for any loss we suffer as a result of any infringement by you of any of your obligations under this Clause 17. Further, please be aware that we may share your details with law enforcement authorities in the case of any criminal, or suspected criminal, activities by you.
18. Your Personal Data
19. No Warranty
19.1. The Services are provided without any express or implied warranty of any kind, and all warranties including warranties of merchantability, non-infringement of intellectual property rights, fitness for any particular purpose, and of completeness or accuracy of content are hereby excluded to the fullest extent permitted by law. Neither JUNGLE nor any of its licensors give any warranty that the supply of material and content on the App will be uninterrupted, timely, secure or error-free or that the websites and the Services are free of viruses or bugs and no warranties are given as to the accuracy of material or content comprising the services.
20.1. You hereby accept that by using the Services, there is a risk that you may, as well as winning money, lose money. You agree that your use of the Services is at your own risk and we accept no responsibility and shall not be liable for any consequences that are alleged to have occurred through your use, or misuse, of the services.
20.2. We (and/or our third party service providers, to the extent relevant) shall not be liable to you in contract, tort (including negligence), breach of statutory duty or otherwise arising for loss of profits, loss of revenue, loss of business, loss of data, loss of business, loss of business information, business interruption, loss of reputation, loss of opportunity, or loss of goodwill, or for any indirect, special or consequential loss, even if such losses are foreseeable or if we have been notified of the possibility of such losses.
20.3. We are not liable for the failure of any equipment or software, wherever located or administered, or whether under our direct control or not, that may prevent the operation of our Services, impede the placing of orders for bets or the acceptance of bets, or prevent you from being able to contact us. We will not be liable for any loss of content or material uploaded or transmitted through the App and you confirm that we shall not be liable to you or any third party for any modification to, or suspension or discontinuance of, the services. We reserve the right to cancel or suspend the Services without incurring any liability.
20.4. We are not liable for any loss or damage that you may suffer because of any act of God; power failure; trade or labour dispute; act, failure or omission of any government or authority; obstruction or failure of telecommunication services or networks; or any other act, omission, delay or failure caused by a third party or otherwise outside of our control.
22. Intellectual Property Rights
22.1. JUNGLE is the owner or authorised user or licensee of all the intellectual property rights in the Services and their content including, without limitation, any copyright, patent, designs (registered or unregistered), trademarks, service marks, source codes, specifications, templates, graphics, logos or any right subsisting elsewhere in respect of contents, databases, formats, interfaces, programming, the offering of services to other customers, software or any application for any of the foregoing and any modification, improvements, developments and enhancements thereof. Except as expressly provided herein, JUNGLE does not grant any express or implied right to you in any of its intellectual property rights or secret information.
22.2. All content and material on the App or otherwise accessible via the Services is provided for your own personal (i.e. not for business) usage and the distribution, reproduction or commercial exploitation of such content and material in any manner whatsoever without our express written consent is prohibited.
23.1. Transfer and Assignment
23.1.2 JUNGLE may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to terminate your Account within 30 days of us telling you about it and we will refund you the remaining balance of your Account.
23.3.1. Failure by JUNGLE to insist upon strict performance of any of your obligations or to exercise any of the rights or remedies to which we are entitled shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations and a waiver by us of any default shall not constitute a waiver of any subsequent default.
23.4.1. Notices and other communications delivered or mailed to the postal address or to the electronic-mail address provided by you shall, until we have received notice in writing of any different address, be deemed to have been personally delivered once sent whether actually received or not.
the terms and conditions governing the Additional Services to the extent that they are relevant to the Additional Services, and then:
the Betting Rules; and then
any other of our terms and conditions, rules or policies as they relate to promotions, bonuses, special offers or any other aspect of your use of the Services from time to time.
23.6. Entire Agreement
24. Complaints Procedure, Disputes & Governing Law
24.1. Should there be any complaint or dispute relating to Bet(s), please contact us immediately.
24.2. For the purposes of this Clause, a “complaint” means a complaint about any aspect of JUNGLE’s conduct of its activities, and a “dispute” is any complaint that relates to the outcome of your gambling transaction and one which is not resolved through our internal complaints procedure.
24.3. Our complaints procedure is set out below:
24.3.1. We wish your experience online with JUNGLE to be as safe and enjoyable as possible. However, we recognise that problems can sometimes arise. We aim to ensure that any concerns or complaints received from our customers in relation to our conduct of the outcome of gambling transactions are dealt with in a fair, open and timely manner.
24.3.2. Any customer who has any such concern or complaint should contact Customer Support via Contact Us. Please provide your registered phone number and email address in all communications with us.
24.3.3. Please provide full details of your complaint or other grievance. We will endeavour to respond to matters of this nature within a few days (but will in any event respond in detail to all such concerns and complaints within 14 days of receipt).
We have a written procedure for handling customer complaints and disputes which:
(a) are not resolved at the first stage of the complaints procedure and
(b) relate to the outcome of the complainant’s gambling transaction which is readily available on our app.
24.3.4. We keep a record of all complaints that are not resolved at the first stage of our complaints procedure. We offer referral of such unresolved customer disputes to an appropriate independent ADR entity free of charge to the customer.
‘ADR entity’ means
(a) a person offering alternative dispute resolution services whose name appears on the list maintained by the Gambling Commission in accordance with The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and,
(b) whose name appears on the list of providers that meet the Gambling Commission’s additional standards found in the document ‘Alternative dispute resolution (ADR) in the gambling industry – standards and guidance for ADR providers’.
Both lists are on the Commission’s website and will be updated from time to time.
24.4. If you have a betting or account transaction dispute, which you believe that we have not satisfactorily resolved, you can approach IBAS which is a third party organisation offering independent adjudication free of charge to our customers in relation to betting disputes.
24.4.1. You may submit an IBAS adjudication form here or contact IBAS at firstname.lastname@example.org
24.4.2. An agreed resolution of any such dispute (arrived at with the assistance of IBAS) will be binding on both the customer and JUNGLE. However, please note that IBAS may refuse to consider a dispute if it is, in their view, frivolous or vexatious.
24.4.3. In accordance with our Privacy Rules, JUNGLE will keep a record of complaints that are not resolved through our complaints procedure.
24.4.4. We provide to the Gambling Commission copies of the decisions on, or notes of the outcome of, each and every dispute that is so referred in accordance with Social Responsibility Code Provision 6.1.1.
24.6 JUNGLE must not use or introduce terms which restrict, or purport to restrict, the customer’s right to bring proceedings against the licensee in any court of competent jurisdiction. Such terms may, however, provide for a resolution of a dispute agreed by the customer (arrived at with the assistance of the ADR entity) to be binding on both parties.
24.7 JUNGLEs’ complaints handling policies and procedures must include procedures to provide customers with clear and accessible information on how to make a complaint, the complaint procedures, timescales for responding, and escalation procedures."
JUNGLE must ensure that complaints policies and procedures are implemented effectively, kept under review and revised appropriately to ensure that they remain effective, and take into account any applicable learning or guidance published by the Gambling Commission from time to time."
24.8 JUNGLE should keep records of customer complaints and disputes and make them available to the Commission on request.
25. Contact Us
25.1. JUNGLE can be contacted by:
Contact Us in the App;