Terms and Conditions -luckybear

Terms and Conditions

1.      Introduction

These Terms and Conditions ("Terms and Conditions") apply to your access and use of our website LuckyBear, including mobile web pages, mobile applications, and the products and services we provide through the website from time to time (the "Website"). By accessing and using the Website (including opening an account with us), you agree to be bound by these Terms and Conditions. Please read these Terms and Conditions carefully before using the Website, as they constitute a legally binding contract between you and us. If you do not agree to be bound by these Terms and Conditions, please do not use the Website or our services.

2.      Operator and Licensing

LuckyBear is operated by Bridge Technologies BV, with company registration number 160264(0) and registered address at Dr. MJ Hugenholtzweg 25, Willemstad, Curaçao. Bridge Technologies BV is licensed and authorized by the Government of Curaçao and holds a license issued by the Curaçao Gaming Control Board (GCB) under license number OGL/2024/431/0231.

3.      Account Registration and Management

To deposit and place bets through the Website, you need to open an account on the Website. When registering an account, you are required to provide accurate and complete personal information, including your name, date of birth, address, phone number, and email address. You must keep your information up to date, and if there are any changes, you should immediately contact our customer service team (luckybeargaming@mail.ru).

You may only open one account on the Website. Duplicate accounts are prohibited and will be closed, and any withdrawable funds in the duplicate account will be refunded. We do not offer credit; you may only use the funds in your account to place bets. When opening an account, you must choose a unique username and password and keep them secure. You must not allow anyone else to use your account.

If you are in a jurisdiction where it is prohibited or violates any applicable regulations, you may not open an account or use the Website. It is your responsibility to determine whether your use of the Website complies with the applicable laws in your jurisdiction. Any bets placed through your account must be for your own benefit. If you are under 18 years of age, you may not register an account or place bets. We reserve the right to refuse to open an account for any reason.

4.      Website Usage Rules

You are responsible for ensuring that any bets placed through the Website are correct and comply with any additional rules for that game. No express or implied warranties are made regarding the accuracy, timeliness, completeness, or suitability of the information and materials contained on the Website. You are solely responsible for providing and maintaining all equipment and network connections required to access and use the Website.

You may only use the Website to place private bets or wagers with us. It is strictly prohibited to use the information on the Website for any commercial purposes. You may not use the Website for any illegal, fraudulent, abusive, obscene, discriminatory, dishonest, or improper purposes.

5.      Intellectual Property

All designs, text, logos, graphics, music, sounds, photographs, videos, software compilations, underlying source code, software, and all materials forming any part of the Website are protected by copyright and other proprietary rights. Without our prior written consent, you may not use any materials on the Website for any commercial purposes, nor may you copy, store, publish, rent, license, sell, distribute, alter, add, delete, remove, or tamper with the Website or any part thereof.

6.      Limitation of Liability

Nothing in these Terms and Conditions shall exclude our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under applicable law. We are not liable for any losses arising from communication or system errors. The Website is provided on an "as is" basis without any warranties regarding its accuracy. Except in specific circumstances, our liability to you shall not exceed the amount of the bet related to the specific wager, or for any other matters, a total of ten thousand British Pounds (GB £10,000).

7.      Disputes and Complaints

￮        Customer Support - first point of contact

If you have a complaint or dispute relating to the Services, please contact our Customer Support Team in the first instance. We aim to resolve all issues promptly, fairly, and transparently, and to settle the majority of complaints at this stage.

▪       By email: luckybeargaming@mail.ru.

▪       Through the in-site Chat Support Widget

￮       Formal complaint submission:

▪       If your matter is not resolved through Customer Support, you may submit a formal complaint to our Complaints Team. To do so, you must complete the official LuckyBear Complaint Form, which is available in  ways:

•     Downloadable PDF - accessible from the same page or on request from luckybeargaming@mail.ru.

▪       To enable us to investigate your complaint, the form requires the following minimum information:

•     Full name of the player;

•     account ID (username);

•     Date of the incident or transaction giving rise to the complaint;

•     A clear description of the complaint and the outcome you are seeking; and

•     Any supporting documents, screenshots, transaction references, or correspondence.

￮       Complaints should be submitted within six (6) months of the date of the incident or the settlement of the bet or transaction giving rise to the complaint. Complaints submitted outside this period may be considered inadmissible, unless applicable law or regulatory obligations require otherwise.

￮       On receipt of a formal complaint, you will be issued with a unique complaint reference number.

•        Handling timelines

LuckyBear is committed to the following service standards for the handling of all formal complaints:

￮       Standard complaints - LuckyBear will acknowledge receipt of the complaint within seven (7) calendar days of receipt and will provide a final resolution within four (4) weeks of receipt.

￮       Responsible-gaming complaints - LuckyBear  will acknowledge receipt of the complaint within two (2) calendar days of receipt. Responsible gaming complaints are prioritised over standard complaints and will be handled as promptly as reasonably possible.

•        Alternative Dispute Resolution (ADR)

￮       If your complaint is not resolved to your satisfaction through our internal complaints procedure under Clauses 13.1 to 13.3, or if you have not received a final response within the timeframes set out above, you have the right to escalate your complaint to our independent Alternative Dispute Resolution (ADR) provider, free of charge.

￮       Bridge Technologies B.V. has engaged Resolvo as its Alternative Dispute Resolution provider, as required by the terms of its Curaçao licence. Resolvo is independent from LuckyBear and its decisions on disputes are reached impartially.

•        Resolvo - contact details

￮       Provider: Resolvo Curaçao

￮       Website: www.resolvocuracao.com

￮       Email: info@resolvocuracao.com

￮       Languages accepted: English, French, German, Spanish (and any additional languages published by Resolvo from time to time).

￮       Cost to the player: free of charge.

•        Resolvo - how to escalate

￮       To lodge a dispute with Resolvo, the player must submit the following information via Resolvo's online form at www.resolvocuracao.com:

▪       Full name;

▪       Current address;

▪       Account ID at the operator ;

▪       Date of the original complaint to LuckyBear and LuckyBear final reply, together with the underlying documents;

▪       Clear description of the disputed conduct and the requested outcome;

▪       Supporting documents; and

▪       A declaration that the matter is not before a court or another ADR services provider.

￮       Further information on the alternative dispute resolution procedure, including the procedural rules followed by Resolvo, is available at www.resolvocuracao.com or by writing to info@resolvocuracao.com.

•        Regulatory escalation

￮       Nothing in this Clause 1 restricts your right to refer your complaint to the Curaçao Gaming Authority (CGA) or to seek any other remedy available to you under applicable law.

•        LuckyBear - complaints contact details

￮       Customer Support: luckybeargaming@mail.ru.

￮       Complaints Team: luckybeargaming@mail.ru.

￮       Postal address: Bridge Technologies B.V., Dr. M.J. Hugenholtzweg 25, Willemstad, Curaçao.

8.      Miscellaneous

These Terms and Conditions may be subject to change, and we reserve the right to modify them at any time. These Terms and Conditions shall be governed by and construed in accordance with the laws of Curaçao.