Terms And Conditions
The following sections explain the rules which govern all transactions that are effected through the tombola Websites (www.tombola.co.uk and www.tombolaarcade.co.uk). Please read the terms carefully and ensure that you understand them fully, before agreeing to be bound by them. tombola is only available to residents of the UK (this includes membership for our online bingo games and online games).
In order to play games on the tombola Websites, you will be required to register and make a deposit. Once registered and subject to satisfying verification, you can play the Games. These Terms and Conditions will apply.
These Terms and Conditions constitute your agreement with us and apply to the exclusion of any other terms that you seek to impose or incorporate or which are implied by trade, custom, practice or course of dealing.
By registering and/or using the services on the Websites and mobile apps, you agree to be, and are, bound by:
- these Terms and Conditions; and
- the individual game rules which can be found on the game rules link within each game.
- 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 are deemed to have accepted and understood all of the above.
Games on the Websites are operated by tombola (International) plc, a company registered in Gibraltar with company number 105556 and whose registered office is at 5th Floor, International House, 16 Bell Lane, Gibraltar.
In these Terms and Conditions "tombola", "we" and "us" are tombola (International) plc and you are referred to as "Player", "Customer", "you" or "your".
These Terms and Conditions represent the entire agreement between you and tombola, and your acceptance of the Terms and Conditions is an acknowledgement by you of your agreement to be bound by the Terms and Conditions.
Any failure by us to enforce any provisions of these Terms and Conditions shall in no way be construed to be a present or future waiver of such provision, nor in any way affect the right of any party to enforce each and every such provision thereafter. The express waiver of any provision of these Terms and Conditions shall not constitute a waiver or any future obligation to comply with such provision or requirement.
These Terms and Conditions are severable. If any term or condition is declared invalid, unlawful or unenforceable to any extent, that term or condition will to that extent be severed so that the remaining Terms and Conditions will continue to be valid to the fullest extent permitted by law.
The agreement is made exclusively between us and you. You shall not be entitled to assign or transfer this agreement in any way. We are entitled to assign, transfer, charge or otherwise deal in our rights as we see fit.
Unless expressly stated, a person who is not a party to this agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.
You can contact our Customer Services team 24 hours, 7 days a week by calling FREE phone 0800 29 888 73 or by email at [email protected]. We aim to answer all enquiries within 4 hours.
These Terms and Conditions are effective from 24/05/2021, 15:00. All previous terms and conditions are cancelled.
General Terms And Conditions
An account refers to the account you have registered and that is operated by tombola. Only one account per person is permitted.
1.2. The Game(s)
Pay to play game(s) meeting the regulatory requirements of the Gibraltar Gambling Commissioner and the Gambling Commission of Great Britain.
A person who pays to enter one of the Games.
Money or goods won by a Player (also referred to as 'Winnings'). Full details on Jackpot and Game Prizes can be found within the individual game rules.
1.5. Progressive Jackpot (tombola bingo only)
A jackpot whose pay-out is incrementally increased every time a game is played.
Player who wins a Prize.
www.tombola.co.uk (bingo) and www.tombolaarcade.co.uk (tombola arcade games) including versions of our websites and apps viewed on mobile phones, tablets or other electronic devices; in all cases referred to as the ‘Websites’ or ‘Sites’.
2. Account Opening and Maintenance
2.1. Identity and Age Verification
2.1.1. You must be at least 18 years old in order to register and play any of the Games on the Websites. We reserve the right to request your proof of age and evidence to verify your identity. We reserve the right to conduct checks against any of the details you provide through any channels or methods available to tombola. In such instances where we suspect you may be under 18 or tombola have been unable to verify your identity or age, your account will be suspended.
2.1.2. Verifying your age and identity is a requirement under the Gambling Commission of Great Britain’s licensing conditions. Before you can play at tombola, we run automated checks to verify your name, age and address. Therefore, in accordance with the legislation laid out by the Gambling Commission of Great Britain and the Gibraltar Gambling Commissioner, and in order to comply with UK laws (e.g. the Proceeds of Crime Act) you need to provide us with the information specified in these Terms and Conditions. We may use and retain the information you have given us, or we already hold about you, or which we receive from any enquiry we may make with agencies to confirm your identity. The process enables us to open accounts quickly whilst verifying your age and identity and assists in fraud prevention. We will check any details you disclose against any databases (public or private) to which we have access and will keep a record of that check. You agree that we may process, use, record and disclose personal information, which you provide in connection with your registration, and that such personal data may be recorded by the credit reference agencies or us. tombola and its partners are only verifying your personal identity details, we do not access your credit score. While checks with credit reference agencies always leave an electronic footprint automatically, they do not interfere with your credit rating in any way.
2.1.3. On rare occasions, the verification checks against the databases of accredited third-party providers may fail to provide sufficient results or return no results. At this point, we need to ask you to provide documents to prove your identity and/or address before we can allow you to play our Games. You can send those documents to us by email or upload them by visiting My Account > Update Personal Details > Identification Upload.
Acceptable documents for identity verification:
- Valid Passport
- Valid Driving Licence
- National ID card
Acceptable documents for address verification:
- Header of a bank / credit card statement*
- Header of a utility bill (gas, electricity, water, phone, council tax)*
- Letter from Inland Revenue / DSS / DWP*
* Documents must be dated within the last three months
2.1.4. Additional verification
While we strive to complete the Player identification and verification process right at the start of your relationship with us, there are circumstances when we need to ask you for additional documents especially when required by law e.g. to comply with EU AML Directives, the UK Proceeds of Crime Act or any other relevant rules or regulations that require us to ask and obtain additional information from our Customers.
2.1.5. Source of Funds Checks
At certain stages in a Customer lifecycle with tombola, we may require documents that show a Player’s source of funds. While acceptable documentation varies, this may include, but is not limited to, proof of income e.g. bank statement showing regular (salary) payments into the account used for payments with tombola, a savings declaration e.g. bank statement showing overall disposable amount on the account used for payments with tombola or proof of winnings from another gambling operator as shown on the Player’s bank account which now in turn are used for playing with tombola.
2.2. International Activity
tombola is only available to residents of the UK; this includes membership for our online bingo and arcade games. Some countries prohibit some or all of the forms of gambling available on these Websites. tombola does not intend that persons located in a jurisdiction in which such registration and/or playing any of the Games is unlawful or contrary to any applicable regulation at the time of registration should play the Games. It is your responsibility to ensure that this is not the case; participation in the Games is void wherever prohibited by any applicable law.
2.3. Personal Identification Password
On registration you are assigned a unique username along with your own choice of password. It is your responsibility to ensure you do not reveal your password to anyone else. You are responsible for any stakes placed where your login details have been entered correctly.
2.4. Forgotten Password
Should you have forgotten your password please head to the website login and reset your password there.
2.5. Entering Card Details
2.5.1. You are required to register a debit card to your account in order to commence gaming. The debit card you use for your first deposit will become the registered debit card for your account and will be used for future deposits and withdrawals. Subsequent deposits will require you to only enter the amount you wish to deposit and the same card that were registered to your account will be used to take the payment. You may change your payment method in the future. To change your active payment method, you must be making a deposit and have less than £2 in your tombola account balance. Please note that for security reasons tombola does not store your card details in a retrievable format. We no longer allow PayPal to be added to your account as a new payment method. PayPal is no longer an available payment method for new registrants.
2.5.2. Card details are stored using a secure one-way encryption algorithm, which means that the original details cannot be obtained from the encrypted data. The actual card details are held securely by our approved payment provider, which allows us to enable you to process future transactions without the need to re-enter your card details. PayPal provides a secure way to make online payments without sharing financial information. They have an encryption system that will protect your personal details from ever being shared or misused. If you need to change your registered card details (for example, you may have a new card number) then you can do this in the account area. If you need to change your registered PayPal details, then you can do this by logging into your PayPal account. MasterCard users should also note that withdrawals to a MasterCard are not permitted, so any withdrawals you wish to make can only be paid by cheque.
2.6. Secure Communications
2.6.1. When you send confidential personal account data (including credit/debit card details) to us, we require that a "secure session" be established first using Secure Socket Layer (SSL) technology. This means that data passed back and forth between your computer and our systems is secured using public key cryptography. Your computer exchanges key information with our servers to create a private conversation that only your computer and our servers can understand. Our links with our payment gateway (a leading e-commerce payment company) uses the same technology to transmit any payment information securely. They in turn have secure encrypted links between themselves and all of the major banks to allow the payment to be processed.
2.6.2. tombola employees do NOT have access to your full credit/debit card details. When you send and receive payments via PayPal we do not have access to any payment details as this is held securely within your PayPal account.
2.7. One Account Per Player
It is the intention of tombola that an individual should have a maximum of one account with tombola for their sole use. tombola prohibits individuals from opening more than one account. One account gives Players access to our Websites, using the same login details.
2.8. Player Responsibility
2.8.1. It is the Player’s responsibility to keep personal details private at all times. Players are responsible for all gaming transactions actioned through their account. You should also log out when you have finished playing. Where a Player has reason to believe a third party may be in possession of their password and/or account details, the Player is responsible for updating their login details; see section 2.4 for the password reset process.
2.8.2. Players are responsible for contacting PayPal if they have reason to believe that a third party may be in possession of their password and/or account details. The Player should do this by accessing the PayPal website www.paypal.co.uk
2.9. Updating Card Details
2.9.1. Players are also responsible for keeping payment details provided at registration up to date. You can access and amend your own individual account information by clicking on "Update Payment Details" in the "My Account" area of the Website. Once a PayPal account has been used on the tombola websites the registered PayPal account cannot be updated. If you have any questions please contact our Customer Services, who will be pleased to help you.
2.9.2. Players are responsible for all gaming transactions actioned through their account where the person wagering has entered the correct user name, password and personal question details. Players should not under any circumstances divulge their password or account details to any third party.
2.10. Interest on Player Account Funds
Interest will not be payable on monies held in Player accounts as these are deemed to be advance payments for intended wagering.
2.11. Protection of Player Funds
2.11.1. We are required by our Gambling Commission of Great Britain licence to inform Customers about what happens to funds which we hold on account for you, and the extent to which funds are protected in the event of insolvency. Details regarding the protection of customer funds can be found on the Gambling Commission of Great Britain website:
2.11.2. We hold Customer funds separate from company funds in an independent trust account. This means that steps have been taken to ensure that Customer funds are repaid to Customers in the unlikely event of insolvency. This meets the Gambling Commission’s requirements for the segregation of Customer funds at the level: high protection.
3. Deposits and Bonuses
3.1. Deposit Methods
3.1.1. You can deposit money into your account to play the Games using VISA or MasterCard debit cards. 'tombola' will appear as a reference on your card statement.
3.1.2. Existing customers with a PayPal account registered may continue to use this method. PayPal will show a transaction from TOMBOLA GIBRALTAR. Minimum deposit of £10.00 applies when using PayPal.
3.1.3. You can register a maximum of 4 payment methods on your account.
3.1.4. Deposits must be made by using a valid payment method.
3.1.5. tombola will not charge you for making deposits/withdrawals, however you should be aware that some credit card companies consider gambling transactions as ‘cash’ payments and they may charge you a cash advance fee. Check with your card issuer for more information.
3.2 Minimum and Maximum Deposits
3.2.1. When you make your first deposit, the minimum amount you can deposit with a debit card is £10.00.
We have a minimum deposit of £10.00 if using a debit card and a minimum deposit of £10.00 if using PayPal, as well as a maximum weekly site deposit of £500.
3.2.2. When you register your account, your weekly deposit limit will be set to our site recommended limit of £250.00 per week, which is locked in place for 24 hours.
3.2.3. We have maximum net deposits of £250 weekly, and £500 monthly. Any subsequent deposits may not surpass these net deposit limits.
3.2.4 What are Net Deposits?
Net deposits are the difference between total deposits and total withdrawals each week and each calendar month.
Example: You have deposited £300 this month and have withdrawn £150. Your current net deposit amount would be £150.
3.2.5. Whilst your account balance exceeds £250 we will not accept any additional deposits.
3.2.6. For Welcome bonus and Promotional terms and conditions click here.
4.1. Publication of Winnings
We promote Winnings (including username of Winner) paid out to Players as part of our promotional efforts. Publicised Winnings are for all Winnings paid unless otherwise stated.
4.2. Big Winner Promotional Information
Winners grant tombola irrevocable right but not obligation to use and publish their tombola username online and in print, any other media or our promotional agencies without compensation.
All prizes unless stated otherwise will be cash prizes.
4.4. Bonus Money (tombola bingo only)
Bonus funds are a way of letting you play bingo games on us, with a chance to win real money. Bonus money used for purchasing bingo tickets does not contribute to the Game prize pool on any Game that allows bonus money to be used. Players using bonus money can still qualify to win prizes shown on the board including jackpots when playing with bonus money. Please note that if you are the only Player playing a game and using bonus money, there may be no Game prize available to win. However, you could still win the jackpot under the usual rules of each Game even when playing with bonus money.
5.1. Payment Requests
5.1.1. Requests for payment can only be made to your active payment method; either debit card payment, cheque payment or PayPal payment.
5.1.2. tombola may refuse payment if a person claiming payment is unable to provide evidence proving: (i) their eligibility as the named account holder; and/or (ii) that they are authorised to use the credit/debit card or PayPal account which paid for the winning ticket.
5.1.3. If we require additional verification (2.1.4.) documents, an email will be automatically sent to you upon your withdrawal request confirming acceptable forms of identification, which are:
- Valid Passport
- Valid Driving Licence
- National ID card
- Bank/credit card statement*
- Utility bill (gas, electricity, water, phone, council tax) *
- Letter from HMRC/DWP*
* Documents must be dated within the last three months unless you are providing an annual statement.
You can upload any of the above documents by visiting My Account > Update Personal Details > Identification Upload
5.2. Minimum Withdrawals
The minimum withdrawal from a Player’s account is £10 unless a Player is closing their account. If a Player is closing their account, they can request the remaining balance to be paid across to them. Please note that due to administration costs the minimum withdrawal amount when closing an account is £2.00, any funds less than £2.00 will be forfeited upon account closure.
5.3. Withdrawals to Debit Accounts
5.3.1. For most card accounts, payment will be made to your card within the normal banking cycle (usually 3-5 working days).
5.3.2. Note if you use a MasterCard we are unable to repay to some cards due to card scheme rules therefore funds will be paid by bank cheque.
5.3.3. The maximum single withdrawal to card is £20,000, any amounts over this can only be remitted by cheque.
5.3.4. tombola will not charge you for making deposits/withdrawals, however you should be aware that some credit card companies consider gambling transactions as ‘cash’ payments and they may charge you a cash advance fee. Check with your card issuer for more information.
5.4. Paypal Withdrawals
Withdrawals from your tombola account into your PayPal account may take up to 72 hours to process. You cannot withdraw more than £5,000 in a single PayPal withdrawal transaction. If PayPal is your registered payment method then withdrawals can only be made back to the same PayPal account, no other withdrawal method is permitted. Should you have any questions on the above, please contact our Customer Services team.
5.5. Withdrawals by Cheque
With the exception of the above regarding PayPal withdrawals, any Winnings over £20,000 can only be withdrawn by cheque. If you want to withdraw £20,000 or more, your Winnings will be sent via cheque to the address registered on your tombola account. Cheque withdrawals take between 3-5 days.
5.6. Changes to Your Personal Details
Players are also responsible for keeping personal details provided at registration up to date. You can access and amend your own individual account information by clicking on "Update Personal Details" in the "My Account" area of the Website. Should you change your surname and/or address please contact Customer Support who can assist you further.
5.7. Changes to Your Banking Details
If any part of your debit or credit card number changes, including the issue number (where applicable) and expiry date, it is your responsibility to inform us. Failure to do so may result in transactions being declined by your bank, building society or credit card company. We will not accept any liability or responsibility for transactions that are declined as a result of incorrect bankcard details where you have failed to provide us with the changes to your details. Should your debit or credit card be lost or stolen, please contact your card issuer immediately.
5.8. Bonus Money
5.8.1. When making a withdrawal you will be informed of the following: how much bonus money is held in your account, how much you can withdraw without losing bonus money and how much you can withdraw in total. In order to not lose your bonus money, you must keep the same amount of real money as bonus funds in your account.
5.8.2. Should you choose to withdraw the total amount available, then you will lose any bonus funds held in your account.
6. Voiding Stakes
6.1. Stakes Declared Void
In any circumstances where a stake is deemed to be or is declared void under these terms, any sum deducted from your account in respect of that stake shall be credited to your tombola account.
6.2. Automatic Game Playing / Manipulation of Software
6.2.1. Automatic playing of Games by software or any other manipulation of the Games or your/another Player’s account data may result in termination of your account, deletion of all associated accounts, and the cancellation of any outstanding Prizes and deposits. Players that violate this policy will not be eligible for reinstatement under different usernames until further notice.
6.2.2. Players and visitors to the Websites accept that any tampering by way of hacking, use of viruses, manipulation of data, use of insider knowledge, or any other method of cheating is a material breach of the Terms and Conditions. tombola retains full rights to recover both any gains made by person(s) in material breach of the above and any other direct, indirect or consequential losses.
7. Fair Play
Should we decide to waive a rule in the interest of fair play to you, it will not set any precedent for the future.
7.1. Loss of Connectivity to Gaming System
7.1.1. The following applies to all tombola bingo games and on tombola arcade – “Emoji”, “Scratch”, “Spin” (not pharaoh's run or pick a card bonus rounds) and “Flip” (not bonus rounds):
If, for any reason, an individual Player loses their connection to the game server then the system will include their purchase in the game as normal and any Prizes due will be paid into their tombola account. This will have no effect on the outcome of the game.
7.1.2. The following applies to tombola arcade games – “Pick”, the pharaoh's run and pick a card bonus rounds in “Spin”, the “Flip” bonus rounds, the pick a tile bonus round in “Go” and the pick a cart bonus round in “Cascade”:
If, for any reason, an individual Player loses their connection to the game server then you will not be able to continue your game on that device until you re-connect to the internet. When you re-connect your game will resume where you left it.
We will always try to ensure the website and games function as expected and be free from error or malfunction. However, we cannot guarantee that this will not occur.
7.2.1 A malfunction of the game server during play voids all pays and plays, but such a malfunction after the Game has finished will result in the Prizes being honoured in line with the output of the game server.
7.2.2 In agreeing to these terms, you acknowledge that the result that is confirmed by our server is the correct one and you accept this outcome. Where disagreement or misunderstanding occurs between the actual outcome of the game and your understanding of the outcome of the game (due to a visual or device malfunction, for example), the result published by our game server will be the correct one and will be the authority in determining the output of the game
8. Safe Play
8.1. Financial Limits
8.1.1. Players are able to set their own daily, weekly and monthly deposit limits. To do this simply log in and go to 'My Account', and then click on 'Safe Play. You can set the following limits:
- Daily Limits - minimum you can set is £10 - Maximum you can set is £500
- Weekly Limits (Monday to Sunday) - minimum you can set is £10 - Maximum you can set is £500
- Monthly Limits – Minimum you can set is £10 – Maximum you can set is £2500*
*This is due to some months containing five weeks. Please note, you may only deposit a maximum of £500 per week.
8.1.2. If you increase your deposit limit, you must wait 24 hours, after which you must confirm the value increase, for its implementation. If you decline the increase, your deposit limit will remain at the previously selected value.
8.1.3. If you have locked your limit into place, you will not be able to increase your limit until the lock period has elapsed.
8.1.4. If you decrease your limits they will immediately come into effect regardless of any lock features.
8.1.5. For further details on our financial limits please see our Safe Play page.
8.2. Stake Limits
An additional restriction is being able to set yourself a maximum amount that you would like to stake per single game, on either the bingo or arcade site. We call this your stake limit. Once a player sets a stake limit this takes immediate effect and will remain in place until you decide to change it.
Stake limit values on Bingo are:
25p, 50p and £1
Stake limit values on Arcade are:
5p, 10p,20p and 50p
Should you choose to turn off your stake limit, or raise the amount, a 24 hour cool off period will be applied before you may confirm the change.
You can also opt to lock your stake limit in place for a set period of time. Once you have locked your limits you will still be able to lower them at any time, but you cannot increase them until the lock period has ended.
8.3. Cooling Off
If you wish to restrict your gambling for a short period of time (24 hours up to five months) you can do so by going to ‘My Account’ and ‘Safe Play’. We will temporarily close your account and you will not be able to access it. For further details on Cool Offs please see our Safe Play page.
8.4. Game Freeze
Game freeze gives you further control over the Games you play on the Websites. If you no longer wish to play a particular game, you can freeze that game in question. You can choose as many as you wish by ticking the box next to the game you wish to freeze, within the ‘Safe Play section on the Websites. To unfreeze a game simply untick the box again – there is a 24-hour cool off in place before the game can be accessed again. Game Freeze does not remove access to the chat rooms.
8.5. Time keeper
You can manage the time you spend playing on the Websites by turning on the time keeper functionality. This tool can be found on the ‘Safe Play’ section of the Websites. The time keeper can be set to 1, 2 or 3 hours and you get notified when your chosen time period has expired. This notification provides you with the following three options:
- Continue to play
- View transaction history
- Close your game
You can choose to increase/decrease or switch off time keeper at any time.
8.6.1. At tombola, we want everyone to enjoy playing our Games. However, we do recognise that some Players wish to restrict their gameplay or even to stop playing altogether. We therefore provide a self-exclusion facility that allows Players to close their account for a minimum period of six months, up to 5 years, or permanently. To do this simply log in and go to 'My Account', and then click on 'Safe Play'. Alternatively, you may contact our Customer Support team directly by phone on Freephone - 0800 29 888 73. Our Customer Support team receive problem gambling and social responsibility training through our association with Gamcare.
8.6.2. When choosing to self-exclude, you will not qualify to receive any bonuses or promotions we may offer during your self-exclusion. Within two days of choosing to self-exclude, you will also be excluded from any marketing material that we may send. No further marketing material will be sent until the self-exclusion period is over, and you have requested to return to the Website. If you choose to permanently exclude yourself from tombola, this will be permanent, and we will never reactivate your account for any reason. Please note that when applying any of the above Safe Play tools they always apply to all our Websites.
8.6.3. Once you choose to self-exclude, your account will be closed for the duration of the selected period, and you will no longer have access to the Games or any of the features within “My Account”. We will return your remaining account balance in accordance with our withdrawal policy. Once a request to self-exclude has been made the decision is irreversible. Please note that tombola maintains a register of all self-excluded accounts including payment methods and all self-exclusion agreements, for the duration of the self-exclusion.
8.6.4. If you choose to self-exclude on the tombola Websites, we recommend that you also self-exclude from all other gaming sites that you hold accounts with. Software is available which can prevent your computer or mobile devices from accessing gambling sites. Further information about these tools can be found here:
8.6.5. If you are considering a self-exclusion, you may wish to register with GAMSTOP. They offer a free service that enables you to self-exclude from all UK licensed gambling companies provided your registered details with GAMSTOP match the details registered with the individual operator. To find out more and to sign up with GAMSTOP please click on the GAMSTOP logo at the bottom of our website or visit www.gamstop.co.uk/.
Please note: we cannot be held responsible for any loss that you may suffer as a result of an act or omission of GAMSTOP. If you have any problems with the GAMSTOP service, then please contact them directly.
8.6.6. During a self-exclusion agreement, we will employ reasonable automated checks to endeavour to ensure that Players can no longer transact with their tombola accounts. However you must not attempt to gamble with us, and we cannot be responsible or liable for any subsequent consequences or losses (howsoever caused) that you may suffer or incur if you continue gambling through additional accounts where you have altered any of your registration details or you provided misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion and its control mechanisms.
8.5.7. If you choose to reopen your account once the self-exclusion period has ended you will be required to contact the Customer Support team via telephone. A 24-hour cooling off period is applied before your account can be re-activated. During the 24-hour cooling off period you can still cancel the reactivation.
8.5.8 If you choose to self-exclude for any period between 6 months to 5 years and decide to return when this time period has elapsed, your deposit limit will default to a maximum of £250, locked in place for a minimum of 24 hours. If your existing deposit limit is less than £250, it will remain in place, if your existing deposit limit is greater than £250, then the 24-hour minimum will remain in place. A personal deposit limit is always preferable to ensure the limit is manageable to an individual.
9. Dormant Accounts
For the purposes of the Terms and Conditions, a ‘Dormant Account’ shall mean any account which the Player has not logged in to for 2 years or more.
You will receive communication by email informing you about the imminent dormancy at least one month before your account is categorised as dormant. At 24 months your account will be set to dormant and tombola will attempt to refund any legitimate real money balance back to your stored payment method. If the payment fails, your account balance will be set to “£0”.
10. Closing your Account
You have the right to close your account at any time. To close an account please contact the Customer Service team. On receipt of your request, we will respond within a reasonable time confirming closure of your account, but you will continue to be responsible for all activity on your account until such a time as closure of your account has been confirmed to you by tombola. The remainder of your outstanding account balance at the time of closure will be returned to you – please see section 5.2 for details regarding remaining funds.
11. Suspicious Activity
11.1. If we become aware or suspect that a transaction is suspicious and involves or may involve financial crime or similar activity, then we reserve the right to retain the amount of that transaction and any other transaction made by you. In addition, we reserve the right to retain any funds related to that activity and the balance on the accounts in question. We shall be under no obligation to provide you with any reasons for these actions. If the activity and transactions are cleared of any suspicions all retained funds will be made available to you.
11.2. Where we suspect that you are participating in any form of collusion, fraudulent practices or money laundering activities, we reserve the right to report such activity to the police, the relevant authorities and the regulators, online service provider, banks and other financial institutions including details of your identity and you agree to cooperate fully with us to investigate any such activity.
12.1. Use of any account otherwise than in accordance with these Terms and Conditions or any other abuse of any account is strictly prohibited.
We reserve the right to refuse your registration, suspend or close your account and refund any balance of your account. In this instance any legitimate outstanding balance will be returned to you.
We reserve the right to refund to you or withhold any payment of monies from or into your account if there is manipulation of our financial system or suspicion or evidence thereof or a breach or suspected breach of any applicable law, regulation or any of these Terms and Conditions.
12.2. We also reserve the right, at our sole discretion, to void any Winnings and confiscate any balance in your account in any of the following circumstances and terminate or suspend your account (notwithstanding any other provision contained in the Terms and Conditions) where we have reason to believe that your account may have been used for any of the following activities:
- If you have more than one active account at tombola;
- If you are depositing monies through a payment method / account which you are not authorised to use and/or making a payment from a jurisdiction in which betting and gaming are prohibited;
- If you provide incorrect or misleading information while registering an account;
- If you have allowed or permitted (intentionally or unintentionally) someone else to participate using your account;
- If tombola has received a “charge back” and/or a "return" notification via a deposit mechanism used on your account;
- If you are found colluding, cheating, money laundering or undertaking any kind of fraudulent or other criminal activity; or
- If it is determined by tombola that you have employed or made use of a system (including machines, computers, software or other automated systems such as bots etc) designed specifically to defeat the gaming system or circumvent reasonable verification processes and the checks and controls we have in place.
- Using or trying to use our services from any other territory where we do not accept business
- Any other breach of the Terms and Conditions
12.3. If we have reasonable grounds to believe that you have participated in any of the activities set out in clause 12.2 above then (in addition to any suspension or termination of your account enacted), we reserve the right to withhold all or part of the balance and/or recover from your account deposits, pay outs, bonuses, Winnings that are attributable to any of the practices contemplated in clause 12.2. In such circumstances, your details will be passed to the applicable authority, regulatory body or any other external third parties. The rights set out here are without prejudice to any other rights that we may have against you under these Terms and Conditions or otherwise.
13. Our liability
13.1. Liabilities and Indemnity
13.1.1. You hereby acknowledge and accept that by using our Websites there is a risk of losing money. We accept no responsibility, nor shall we be liable for any consequences that are alleged to have occurred through your use or misuse of the Websites.
13.1.2. The Websites are provided “as is” and without any express or implied warranty of any kind. Accordingly, to the maximum extent permitted by law, we provide you with the Websites on the basis that we exclude all representations, warranties, conditions and any other terms (including but not limited to warranties of merchantability, non-infringement of intellectual property, or fitness for any particular purpose) which, but for these Terms and Condition might have effect in relation to the Websites. We do not warrant that the material contained in them, or any of the functions contained on the Websites or their servers will operate without interruption or delay or will be error free, free of viruses or bugs or is compatible with any other software or material. In particular, we accept no liability for any loss or corruption of data, communication or lines failure, any person's misuse of the Websites or any error or omission in content.
13.1.3. Our maximum liability to you for any matter arising out of or in connection with your use of the Websites will be limited to the aggregate of the amount legitimately in your account and the return of the amount of the stake of any disputed bet.
13.1.4. Nothing in this section 13 shall limit tombola’s liability to pay the customer Winnings or other sums properly owing to it, subject always to these Terms and Conditions.
13.1.5. Notwithstanding clause 13.1.3 and 13.1.4., in no event will tombola (or any of its group companies, officers, directors, employees, shareholders or agents) be liable for any damages for the following:
- any direct, indirect, special, incidental, consequential loss or damages whether exemplary or punitive;
- any loss of income;
- any loss of direct or indirect profits;
- any loss of goodwill;
- any loss of data;
- any loss of contracts;
- any loss of use of money;
- any loss or damages arising from or connected in any way to business interruption; or
- and whether in tort (including without limitation negligence), contract or otherwise in connection with the Websites in any way or in connection with the use, any inability to use or the results of the use of the Websites including but not limited to loss or damages due to viruses that may infect your computer equipment, mobile handset, tablet, software, data or other property on account of your access to, use of, or browsing of the Websites.
13.1.6. You agree to indemnify and hold us, our officers, directors, agents, employees harmless (and keep us so indemnified or held harmless) against any claims brought against us by any third party from any liabilities, costs, claims, actions, proceedings, damages, expenses (including legal costs and expenses) losses or demands whosoever arising, suffered or incurred by us as a result of your breach of these Terms and Conditions or any documents incorporated by reference into this agreement or out of your violation of any law or the right of any third party.
13.1.7. We will not be 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, access delays or access interruption, data non-delivery or data miss-delivery, the unauthorised use of your security access details or any other delay or failure caused by a third party. In such an event we reserve the right to void any bet or cancel or suspend our services arising from such circumstances without incurring any liability. Furthermore, we will not be responsible for the failure of any equipment, wherever located or administered, or whether under our direct control or not, that may prevent the operation of our Websites, or prevent you from being able to contact us.
13.1.8. Nothing in these Terms and Conditions shall exclude our liability which we may have in respect of fraud or death or personal injury arising from our negligence.
13.1.9. You acknowledge that we will hold information with respect to your identity, including, but not limited to your name, address and date of birth. You agree that we rely on this information in entering into this agreement with you, and you accept that we have no liability whatsoever against any inaccuracy or falsehood contained in the information as provided by you.
13.1.10. Unless otherwise stated, we are the owners and authorised users of all intellectual property rights in all materials on the Websites and all its content including, without limitation, any copyright, trademarks, text, photographs, videos, logos, designs, codes, templates, specifications and any modification, improvements, enhancements thereof. These intellectual property rights are protected by the laws of England and Wales, international treaties and all other applicable copyright and intellectual property laws. If you breach any of the terms, your permission to use the Websites shall automatically terminate and you must destroy any downloaded or printed extracts from the Websites.
13.1.11. All material contained within the tombola Websites are the copyright of tombola. The trademarks displayed on the tombola Websites are the property of tombola. Use of any trademarks or copyright without written permission is strictly prohibited.
13.1.12. Any rights not expressly granted in these Terms and Conditions are reserved. All content and materials on the Websites are provided for your own personal usage, thus the reproduction, distribution, or commercial exploitation of such content or materials in any manner whatsoever without our express and prior written consent is prohibited. Any other use or reproduction of any such materials without our prior written consent will constitute a breach of these Terms and Conditions.
13.1.13. It is strictly prohibited to collect any data from us by screen scraping or any other automated or manual collection. It is also prohibited to use any data from the Websites without our prior written permission.
13.1.14. For the avoidance of any doubt, you may use the data available on the Websites, only as strictly required for your permitted personal purpose of availing of our service. We reserve the right to take such action as we consider necessary, including issuing legal proceedings without further notice to you, in relation to any unauthorised use of our data, or of the Websites.
13.1.15. We will not be responsible or liable for the content, accuracy, timing or reliability of any information, statement or services offered by third parties, advertising or otherwise posting information via our Websites (whether directly or via links to or from other websites or resources), nor do we endorse the contents of such advertisements or information. If you have any claim arising from the actions or statements of a third party, you agree to pursue such a claim only against that third party and not from us.
13.2. Card Liability
We do not accept liability for damages which may be caused by the interception or misuse of Players’ credit card details on the internet.
14.1. tombola is regulated by the Gambling Commission of Great Britain (licence number 00-038613-R-319397-009) and Gibraltar Gambling Commissioner (licence number RGL 052).
14.2. For further details please visit the official websites
15. Complaints Procedure
15.1. How to Complain:
15.1.1. tombola endeavour to give you the best possible service and strive to get it right at all times. Should you feel that we have failed to offer our best service, the following is a step-by-step guide to our complaints procedure.
15.1.2. If you think we have made a mistake or let our standards slip, please get in touch with us at [email protected] by calling FREE phone 0800 29 888 73 or by writing to us at our UK address:
Tyne and Wear
Most concerns, complaints or potential complaints can be solved by talking to a member of our Customer Service team.
15.1.3. In the unlikely event our Customer Service team cannot resolve your complaint you may ask for your complaint to be escalated to our Customer Service Team Leader.
You will receive an email acknowledgement of your complaint within 4 hours.
The Customer Service Team Leader will investigate your issue further and respond within 72 working hours depending on the complexity of the complaint.
15.1.4. If you still feel that your query is not resolved, you may ask for your complaint to reviewed by our Customer Service Manager
The Customer Service Manager will independently review your complaint and provide you with the next steps which usually involves reporting the issue to the relevant department and providing a final response.
Please allow at least 72 working hours depending on the complexity of the complaint.
15.1.5. If you are still not satisfied with the outcome you may escalate the matter externally to the Independent Betting Adjudication Service (IBAS).
15.1.6. IBAS acts as an impartial adjudicator on disputes that arise between betting / gambling operators and their customers, after they have been through the operator's own internal dispute procedures. The IBAS panel of betting experts apply their specialist knowledge to the facts and will adjudicate by reference to these Terms and Conditions but do not rule on complex legal issues. As well as offering effective dispute resolution procedures, IBAS also check that we have complied with the standards set by the appropriate regulatory bodies and with the IBAS Terms and Conditions of registration.
15.1.7. IBAS can be contacted at www.ibas-uk.com or via telephone on +44 (0)207 347 5883 or via post at IBAS, PO Box 62639, London EC3P 3AS.
15.1.8. You may refer a dispute to IBAS at any time following the conclusion of our review of the dispute, so long as this is within six months of the date when the dispute arose.
15.1.9. Without prejudice to any legal rights, IBAS rulings are binding on both parties to a dispute, on the understanding that full facts are presented by all the parties involved.
15.1.10. You can also use the Online Dispute Resolution (ODR) platform but this will take you to the aforementioned alternative dispute resolution service (IBAS) and may prolong the process of resolving your dispute.
16. Governing Law
These terms shall be governed by and construed in accordance with the laws of England and Wales. Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with this agreement or its subject matter or formation.
Persons located outside the United Kingdom are prohibited from using the Websites. This prohibition may be changed by us from time to time with or without notice.
The presentation by us of any services does not constitute an offer or invitation for the use of the Websites in any jurisdiction outside the United Kingdom.
It is your responsibility to fully comply with laws concerning gaming in the jurisdiction in which you are located. If you live in a country where gambling is prohibited, you must not register with us or attempt to use our services.
Accessibility of the Websites in any jurisdiction outside of the United Kingdom shall not be construed as a representation or warranty with respect to the legality of use of the Websites in that jurisdiction. No Winnings shall be paid to you in respect of the use of the Websites whilst you are located outside the United Kingdom.
We reserve the right to terminate your account and refuse any and all current or future use of the Websites if we suspect or know that you have been using it whilst located outside of the United Kingdom.
18. Amendments to the Terms and Conditions
18.1. We reserve the right to revise or amend the Terms and Conditions. We will notify you of any significant changes using an appropriate method of communication prior to the change coming in effect. The next time you log in to your tombola account after a significant change, you will be asked to agree to the new Terms and Conditions. If you do not agree to be bound by the changes to the Terms and Conditions, then you should exit the Websites.
18.2. No Customer Service representative has the power to amend these Terms and Conditions.
19. Promotional Terms and Conditions
Read our Promotional Terms and Conditions here.
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