1. Introduction
1.1 The Website (levelupcasino20.com and related domains) and the Service are owned and operated by Novatrix SRL, a company incorporated in Costa Rica under registration number 3-102-893958, with its registered office at Province 03 of Cartago, County 07 of Oreamuno, Potrero Cerrado, North Side of Manuel Avila Camacho School, Costa Rica (the “Company”, “we”, “us” or “our”).
1.2 The Company operates under an E-gaming Licence (No. 0000002) issued by the Tobique Gaming Commission.
1.3 In these Terms: “Customer”, “you” or “your” means any person who registers for, accesses or uses the Service; “Account” means a Customer’s registered account; “Website” means the website referred to above; “Service” means the online casino, sportsbook, esports betting and related gaming services offered through the Website; and “Terms” means these Terms and Conditions together with all documents referred to in them.
1.4 These Terms form a binding legal agreement between you and the Company. By registering an Account, accessing the Website or using the Service, you confirm that you have read, understood and agree to be bound by these Terms, the Privacy Policy, the Bonus Terms and any other rules referred to in them.
1.5 If you do not accept these Terms, you must not register for, access or use the Service.
2. General Terms
2.1 The Company may revise or amend these Terms at any time, including to reflect changes in law, regulation, licensing or the Service.
2.2 Any amendment becomes binding and takes effect when the revised Terms are published on the Website, unless a later effective date is stated. The “Last updated” date shown above indicates when the Terms were most recently revised.
2.3 You are responsible for reviewing these Terms periodically. Your continued use of the Service after an amendment constitutes acceptance of the revised Terms.
2.4 If you do not agree to an amendment, you must stop using the Service and may close your Account in accordance with these Terms.
2.5 Bets or wagers placed but not settled before an amendment takes effect will continue to be governed by the version of the Terms in force when the bet or wager was accepted.
3. Your Obligations
3.1 You confirm that you are at least 18 years of age, or the age of legal majority in your jurisdiction if higher, and you agree to provide proof of age on request.
3.2 You confirm that you have full legal capacity to enter into these Terms and to use the Service.
3.3 You confirm that you are resident in, and accessing the Service from, a jurisdiction in which online gambling is lawful, and that your use of the Service does not breach any law applicable to you.
3.4 You must not use a VPN, proxy or any other method to disguise or misrepresent your location or identity.
3.5 You confirm that you are the authorised holder of any payment method used to fund your Account and that all deposits are made in good faith. You agree not to reverse, charge back or deny any payment made.
3.6 You accept full responsibility for all activity on your Account and for any losses you may incur.
3.7 You use the Service solely for your own personal, non-commercial benefit and not on behalf of any other person.
3.8 You must not engage in any fraud, collusion, cheating, money laundering or manipulation of any market, game or the Service.
3.9 You agree to act in good faith towards the Company and other Customers at all times.
4. Restricted Use
4.1 The Service is not available to persons located or resident in certain jurisdictions (the “Restricted Countries”). You must not access or use the Service from a Restricted Country.
4.2 You must not sell, transfer or acquire any Account to or from any other person.
4.3 You must not transfer funds between Accounts.
4.4 The Company may suspend, restrict or terminate any Account, and void related transactions, where it reasonably believes the Service has been used in breach of this section or for any unauthorised, unlawful or improper purpose.
4.5 Directors, officers, employees, agents and contractors of the Company and its affiliates, and their close relatives, may not play for real money on the Service without the Company’s prior written consent.
4.6 Access to the Service is at the Company’s discretion and may be withdrawn at any time in accordance with these Terms.
5. Registration & Account Verification
5.1 To use the Service you must register an Account and provide accurate, current and complete information when registering.
5.2 The Company may, at its discretion, refuse to open an Account or register any applicant, without obligation to give a reason.
5.3 Before you may place bets or request a withdrawal, you must complete the Company’s Know Your Customer (KYC) verification, which may require government-issued photographic identification, proof of residential address and proof of ownership of payment methods.
5.4 You may hold only one Account. Where the Company identifies that a person holds more than one Account, it may close any duplicate Accounts and void related transactions.
5.5 You are responsible for keeping your registered contact details, including your registered email address, accurate and up to date, and for all communications sent to that address.
5.6 The Company may carry out additional identity, age, financial and source-of-funds checks at any time, and may suspend the Account or withdrawals pending their outcome.
5.7 You are responsible for keeping your username and password confidential and for all activity carried out using your login credentials. You must notify Customer Support immediately of any unauthorised use.
5.8 Accounts may be held in the currencies the Company makes available from time to time, with Australian dollars (AUD) as the primary currency, alongside other supported currencies.
6. Your Account
6.1 The Company may make multi-currency Accounts available. Funds in your Account are not a deposit or banking relationship and do not earn interest.
6.2 The Company does not extend credit. You may only wager funds that are cleared and available in your Account.
6.3 The Company may close, suspend or restrict your Account, and refuse, limit or cancel any wager, where you are in breach of these Terms, where required by law or its licence, or where it reasonably suspects fraud or other improper activity.
6.4 Any funds credited to your Account in error remain the property of the Company. You must notify Customer Support promptly of any error, and the Company may reverse or recover such amounts.
6.5 If your Account shows a negative or overdrawn balance, that amount is a debt owed by you to the Company and is repayable on demand.
6.6 You acknowledge the importance of responsible gambling. Account controls, including deposit limits, time-outs and self-exclusion, are available; please see the Responsible Gaming page.
6.7 You may not transfer, sell or pledge your Account, or any rights in it, to any other person.
6.8 You may close your Account at any time by contacting Customer Support. Closure does not affect rights or obligations accrued before closure.
7. Deposits
7.1 You may fund your Account only from a payment account or method held in your own name. Third-party payments are not permitted.
7.2 The Company supports a range of payment methods, which may include credit and debit cards, Neosurf, Apple Pay, e-wallets such as MiFinity, and cryptocurrencies, as displayed in the cashier from time to time.
7.3 The minimum deposit is A$10 (and A$30 where Apple Pay is used), subject to the limits shown in the cashier. Limits may vary by method.
7.4 Where a deposit is made in a currency other than your Account currency, it may be converted at the applicable exchange and processing rate; conversion costs are your responsibility.
7.5 The Company is not a financial institution and uses third-party processors, and is not responsible for their acts, omissions, fees or processing times.
7.6 You must not deposit funds derived from any unlawful or criminal activity. The Company does not permit chargebacks; where funds are charged back, any winnings derived from those funds may be void and forfeited, and the Company may recover amounts owed.
7.7 You are solely responsible for determining whether online gambling is lawful in your jurisdiction.
8. Withdrawals
8.1 The minimum withdrawal is A$20, subject to the limits and methods shown in the cashier.
8.2 For anti-money-laundering and security purposes, withdrawals are returned, where reasonably possible, to the payment method used to deposit, or to another verified method held in your name.
8.3 Withdrawals are subject to successful completion of identity verification (KYC) and any additional checks the Company may require.
8.4 Subject to verification, the Company aims to process withdrawal requests promptly. Indicative processing times are: cryptocurrency and e-wallet withdrawals typically processed without delay; card withdrawals within one to three banking days; and bank transfers within five to seven banking days. External processing times are outside the Company’s control.
8.5 The Company does not charge fees on withdrawals. Per-transaction minimum and maximum limits are shown in the cashier and vary by method; no additional Company fee applies.
8.6 The Company may withhold or refuse a withdrawal where it reasonably suspects a breach of these Terms or fraud, or where verification is incomplete, and may void related transactions.
9. Payment Transactions & Processors
9.1 You are responsible for all sums owed to the Company. You agree to reimburse the Company for any chargeback, denial or reversal of a payment you make, together with any administration fee the Company may charge.
9.2 The Company uses third-party payment processors and merchant banks to process transactions. By depositing or withdrawing, you may also be subject to the terms of those providers.
9.3 The Company carries out anti-money-laundering and counter-terrorism-financing checks on transactions and may request information about the source of your funds.
9.4 The Company may report suspicious transactions to the relevant authorities and may suspend or close an Account in connection with any such report, to the extent permitted by law.
10. Bonuses & Promotions
10.1 Bonuses and promotions are offered at the Company’s discretion and are subject to their own specific terms, which apply in addition to these Terms. In the event of a conflict, the specific promotion terms prevail for that promotion.
10.2 Bonus funds and any winnings derived from them are subject to wagering requirements before they may be withdrawn.
10.3 A maximum stake may apply while a bonus is being wagered; exceeding it may void the bonus and any related winnings.
10.4 Games contribute differently towards wagering requirements: typically pokies contribute the most (often 100%), while table games and live casino games contribute less, or not at all, as stated in the offer terms.
10.5 Bonus abuse, including the use of multiple Accounts, irregular play patterns or arbitrage, may result in forfeiture of bonuses and winnings and closure of the Account. Full bonus rules are set out on the Bonus Terms / Promotions page.
11. Errors
11.1 If a game, bet or the Service is affected by an error, malfunction or technical fault, any affected transactions, bets or games may be declared void.
11.2 You must notify the Company promptly if you become aware of any error or malfunction, and you must not take advantage of it.
11.3 The Company is not liable for any loss, including loss of winnings, arising from communication failures, system errors, bugs or viruses affecting the Service.
11.4 The Company may void any bet or wager accepted at odds or prices that were materially incorrect, including obvious or palpable errors (for example, odds clearly wrong versus the prevailing market).
11.5 The Company may recover from you any amount overpaid or credited in error and may adjust your Account balance accordingly.
12. Rules of Play — Casino & Betting
12.1 Casino games are operated using certified random number generator (RNG) software. The rules and, where applicable, the return-to-player (RTP) information for each game are made available within the game or on the Website.
12.2 If a casino game malfunctions, the affected round is void and related stakes are returned; a malfunction voids all related pays and plays.
12.3 The Service includes sports and esports betting. By placing a bet, you accept the applicable betting rules, including those set out on any separate Sports Betting Rules page.
12.4 Bets are settled in accordance with the official result of the relevant event. Settlement becomes final after the period stated in the betting rules (typically 72 hours after the event is settled — DRAFT, confirm with legal); thereafter, settlements are not generally reversed except for manifest error.
12.5 Where an event is abandoned, postponed or does not take place within the period specified in the betting rules, affected bets may be void and stakes returned, unless the outcome of the bet has already been determined.
12.6 Minimum and maximum stakes and payouts may apply to particular markets, games or Customers, and the Company may amend or remove markets, or refuse or limit bets, at its discretion.
12.7 For esports, specific rules apply to start times, format changes, walkovers, forfeits and re-matches; the relevant esports rules govern settlement in these cases.
12.8 In the event of any conflict between the rules of play and these Terms, the rules of play prevail in respect of the relevant game or bet.
13. Communications & Notices
13.1 Notices from you to the Company must be sent through Customer Support using the contact channels shown on the Website.
13.2 Notices from the Company to you may be given by posting on the Website and/or by email to your registered email address, and are deemed received when posted or sent.
13.3 All notices must be in writing and in the English language.
13.4 The Company may send you service-related communications. Marketing communications are sent only where permitted; you may opt out at any time via the unsubscribe facility or Customer Support, without affecting service messages.
14. Matters Beyond Our Control (Force Majeure)
14.1 The Company is not liable for any failure or delay in performing its obligations under these Terms where the failure or delay results from any event beyond its reasonable control (a “Force Majeure” event).
14.2 Force Majeure events include, without limitation, acts of God, fire, flood, pandemic, war or civil unrest, strikes, failure of power, internet or telecommunications services, acts or omissions of government or regulators, and third-party supplier or processor failures.
14.3 Where a Force Majeure event occurs, the Company may suspend, cancel or curtail the Service, or any part of it, without liability to you.
15. Liability
15.1 Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited.
15.2 The Service is provided on an “as is” and “as available” basis. The Company does not warrant that the Service will be uninterrupted, error-free or free from viruses.
15.3 You are responsible for ensuring that your device and software are compatible with the Service, and the Company recommends that you use up-to-date anti-virus protection.
15.4 TO THE FULLEST EXTENT PERMITTED BY LAW, THE COMPANY SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE LOSS OR DAMAGE, OR FOR ANY LOSS OF PROFITS, REVENUE, DATA OR GOODWILL, ARISING OUT OF OR IN CONNECTION WITH THE SERVICE OR THESE TERMS.
15.5 TO THE FULLEST EXTENT PERMITTED BY LAW, THE COMPANY’S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THESE TERMS SHALL NOT EXCEED OR THE AMOUNT OF THE RELEVANT WAGER GIVING RISE TO THE CLAIM, WHICHEVER IS LOWER.
16. Underage Gambling
16.1 The Service is strictly for persons aged 18 years or over. It is an offence for a person under 18 to gamble or to attempt to open an Account.
16.2 The Company carries out age verification as part of its KYC process. Where it suspects that a Customer is under age, it may suspend the Account and investigate.
16.3 If a Customer is found to have been under the lawful age, the Account will be closed; any winnings will be withheld and may be forfeited or repayable, and deposits will be handled in accordance with the Company’s policy and applicable law.
16.4 These provisions also apply to any person who is 18 or over but below the minimum legal age for gambling in their own jurisdiction.
16.5 The Company supports responsible gambling and the protection of minors; please see the Responsible Gaming page for tools and support.
17. Governing Law & Dispute Resolution
17.1 If you have a complaint or dispute, you should first contact Customer Support so that the Company can seek to resolve it through its internal complaints procedure.
17.2 If a dispute cannot be resolved internally, it may be escalated to the Company’s licensing authority, the Tobique Gaming Commission. The Company does not currently list a separate independent alternative dispute resolution (ADR) provider.
17.3 These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of Costa Rica, the jurisdiction in which the Company is incorporated, and you submit to the jurisdiction of the courts specified therein.
17.4 Any dispute must be raised within six (6) months of the relevant transaction or event, after which the right to dispute it may be lost.
17.5 Nothing in this section affects mandatory consumer rights you may have under applicable law.