Terms and Conditions

Terms and Conditions

Last Updated: 15th January 2025

Important Information – Please Read Carefully

These Terms and Conditions ("Terms") are a legally binding agreement between you ("User" or "Player") and Gem Trio Interactive Ltd. ("Gem Trio", "we", "us", "our"), governing your use of the gemtrio.co.uk website and the "Gem Trio" slot game. We strongly advise you to read these Terms in full before using our services. Certain clauses have the potential to seriously affect your interests, including your legal rights, financial security, and ability to use our services.

By accessing, registering, or using any part of our website or game, you acknowledge that you have read, understood, and agree to be bound by these Terms.

1. Introduction and Acceptance of Terms

1.1. Welcome to gemtrio.co.uk ("the Website"), the official online platform for the "Gem Trio" slot game.

1.2. This Website is operated by Gem Trio Interactive Ltd., a company registered in England and Wales under Company Registration Number 09876543, with its registered address at The Leadenhall Building, 122 Leadenhall Street, London, EC3V 4AB, United Kingdom. Our VAT/Tax Number is GB123456789.

1.3. These Terms and Conditions, together with our Privacy Policy, Cookie Policy, and any specific game rules, form a legally binding agreement between you and Gem Trio Interactive Ltd.

1.4. By registering an account, placing a wager, or participating in any game offered on the Website, you confirm that you have read, understood, and agreed to these Terms. If you do not agree with any part of these Terms, you must not use our services.

1.5. These Terms are available in English (UK) and constitute the authoritative version. Any translations provided are for convenience only.

2. About Gem Trio Interactive Ltd.

2.1. Gem Trio Interactive Ltd. is licensed and regulated by the UK Gambling Commission (UKGC) under Licence Number 543210 for remote casino operating. You can verify our licence details on the UKGC Public Register.

2.2. Our "Gem Trio" slot game is provided by Pragmatic Play, a leading game developer licensed by the Malta Gaming Authority (MGA) under Licence Number MGA/CRP/XXX/XXXX. Details of Pragmatic Play's licence can be verified on the MGA Public Register.

2.3. Gem Trio Interactive Ltd. is a wholly-owned subsidiary of Global Gaming Holdings PLC, a publicly traded company listed on the London Stock Exchange (LSE: GGH).

2.4. Our key management team includes:

2.5. We are committed to upholding the highest standards of regulatory compliance, data protection, and player welfare, and are members of the European Gaming and Betting Association (EGBA) and the Remote Gambling Association (RGA).

3. Your Account

3.1. Eligibility and Age Verification

3.1.1. To register an account and use our services, you must be at least 18 years of age. It is a criminal offence for anyone under 18 to gamble.

3.1.2. We are legally required to verify your age and identity. This process, known as Know Your Customer (KYC), will be conducted upon registration and before you can access any gaming content, including free demo versions. We reserve the right to request additional documentation (e.g., photo ID, proof of address) at any time.

3.1.3. If we are unable to verify your age, your account will be suspended, and you will not be allowed to deposit, wager, or access game content. If you are found to be under 18, your account will be closed, any deposits will be returned, and any winnings will be forfeited.

3.2. Registration and Account Security

3.2.1. You must provide accurate, complete, and up-to-date information during registration. It is your responsibility to keep your account details current.

3.2.2. You are responsible for maintaining the confidentiality of your account password and username. You must not disclose these details to any third party. We are not liable for any losses incurred due to unauthorised use of your account.

3.2.3. You are only permitted to open one account with Gem Trio Interactive Ltd. If we discover that you have multiple accounts, we reserve the right to close them and void any winnings.

3.3. Account Closure and Suspension

3.3.1. You may close your account at any time by contacting our Customer Support. Any outstanding funds will be returned, subject to withdrawal procedures and any applicable fees.

3.3.2. We may suspend or close your account if you breach these Terms, if we suspect fraudulent or illegal activity (including money laundering), or if required by law or regulatory authorities. In such cases, any winnings may be voided and funds confiscated.

3.4. Identity and Source of Funds Verification (AML)

3.4.1. In accordance with anti-money laundering (AML) regulations, we conduct ongoing monitoring of transactions and may request further documentation to verify your identity and source of funds at any stage of your relationship with us. This is a legal obligation.

3.4.2. Failure to provide requested documentation within a reasonable timeframe may result in suspension or termination of your account, and funds may be withheld or reported to relevant authorities.

4. Deposits and Withdrawals

4.1. General

4.1.1. All transactions are processed securely using PCI DSS compliant methods. Our website uses advanced SSL encryption to protect your financial data.

4.1.2. Funds deposited into your account must not originate from any illegal activities.

4.1.3. We do not charge fees for deposits or withdrawals, but your bank or payment provider may apply their own charges.

4.2. Customer Fund Protection Level

4.2.1. In accordance with UKGC requirements, your funds are held in segregated bank accounts, separate from company operational funds. This provides a Medium Protection level for customer funds. This means that in the event of our insolvency, while efforts will be made to return your funds, their return is not guaranteed.

4.2.2. This information will be made available to you at the point of your first deposit and will be reminded to you every 6 months.

4.3. Deposit Limits

4.3.1. As a mandatory requirement, all new customers MUST set daily, weekly, and monthly deposit limits BEFORE their first deposit. You can adjust these limits at any time via your account settings or by contacting Customer Support.

4.3.2. Any request to increase your deposit limits will be subject to a 24-hour cooling-off period before taking effect. Requests to decrease limits will be applied immediately.

4.4. Withdrawals

4.4.1. Withdrawals will generally be processed to the same payment method used for the deposit, where possible. We may require additional verification for withdrawals to comply with AML obligations.

4.4.2. Minimum and maximum withdrawal limits may apply, as detailed on our Website's banking pages.

4.4.3. We aim to process withdrawals promptly, but delays may occur due to verification procedures, bank processing times, or public holidays.

5. The Game: Gem Trio Slot

5.1. Game Rules

5.1.1. The full rules for the "Gem Trio" slot game are available directly on the game page (one click away from gameplay) and via the 'Info' button within the game interface. For any downloadable versions, the rules must be presented BEFORE the first wager.

5.1.2. Key game mechanics:

5.2. Fairness of Games (RTP & RNG)

5.2.1. The "Gem Trio" slot game uses a certified Random Number Generator (RNG) to ensure that all game outcomes are random and fair. Our RNG is regularly tested and certified by Gaming Laboratories International (GLI).

5.2.2. The theoretical Return to Player (RTP) percentages for "Gem Trio" are:

5.2.3. RTP is calculated over millions of spins and represents a long-term mathematical expectation, not a guarantee for any individual session. Actual results over shorter periods may vary significantly.

5.2.4. The game's volatility is classified as High, indicating that wins may be less frequent but potentially larger.

6. Responsible Gambling

6.1. Gem Trio Interactive Ltd. is deeply committed to promoting responsible gambling. Gambling should be an enjoyable activity, and we provide a range of tools and resources to help you manage your play responsibly.

6.2. Player Protection Tools

6.2.1. We offer the following self-limitation tools, accessible through your account settings or by contacting Customer Support:

6.2.2. For UK residents, self-exclusion through GAMSTOP is available. This free service allows you to self-exclude from all online gambling companies licensed in Great Britain. Visit www.gamstop.co.uk to register.

6.3. Problem Gambling Help

6.3.1. If you are concerned about your gambling or that of someone you know, please seek help immediately. We work with leading organisations to provide support:

6.3.2. You can also contact our dedicated Responsible Gaming team at [email protected] for further assistance.

7. Prohibited Activities and Fraud

7.1. Any form of fraudulent, collusive, or illegal activity is strictly prohibited. This includes, but is not limited to:

7.2. We reserve the right to suspend or terminate accounts, withhold funds, and report any suspicious activities to relevant legal and regulatory authorities if we suspect any prohibited activity.

8. Intellectual Property

8.1. All content on the Website, including text, graphics, logos, images, game software, and the "Gem Trio" game itself, is the intellectual property of Gem Trio Interactive Ltd. or its licensors (e.g., Pragmatic Play) and is protected by copyright, trademark, and other intellectual property laws.

8.2. You may not copy, reproduce, distribute, publish, display, perform, modify, create derivative works from, transmit, or exploit any part of the Website or game without our prior written consent.

9. Privacy and Data Protection

9.1. We are committed to protecting your privacy and personal data in compliance with the General Data Protection Regulation (GDPR) and other applicable data protection laws.

9.2. Our processing of your personal data is based on the following lawful bases (Article 6 GDPR):

9.3. Due to our legal and regulatory obligations, special conditions apply to certain data. For example, self-exclusion data and AML verification records cannot be automatically deleted upon request, as they are required to prevent problem gambling and financial crime for a minimum of 5 years (or longer if required by law).

9.4. For full details on how we collect, use, store, and protect your personal data, and your rights under GDPR, please refer to our comprehensive Privacy Policy.

10. Limitation of Liability

10.1. Nothing in these Terms shall exclude or limit our liability for death or personal injury resulting from our negligence, for fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited by applicable law.

10.2. Subject to Clause 10.1, we shall not be liable for any loss or damage that is not foreseeable, or for any indirect, special, incidental, punitive, or consequential damages arising out of or in connection with your use of the Website or game.

10.3. We are not liable for any loss or damage caused by:

10.4. Our maximum aggregate liability to you for any claim arising out of or in connection with these Terms, whether in contract, tort (including negligence), or otherwise, shall not exceed the lesser of:

11. Complaints and Dispute Resolution

11.1. We are committed to resolving any complaints promptly, fairly, and transparently. If you have a complaint, please follow our internal complaints procedure:

  1. Initial Complaint: Please contact our Customer Support team via live chat, email ([email protected]), or telephone (UK Freephone: 0800 123 4567, International: +44 20 3123 4567). We aim to resolve most issues at this first stage.
  2. Escalation: If you are not satisfied with the initial resolution, you can escalate your complaint to our Complaints Department by emailing [email protected]. Your complaint will be reviewed by a senior member of staff. We aim to provide a final response to your escalated complaint within 8 weeks of receiving your initial complaint.
  3. Alternative Dispute Resolution (ADR): If your complaint remains unresolved after following our internal complaints procedure, and 8 weeks have passed since your initial complaint (or we have issued a deadlock letter), you have the right to refer your dispute to an independent Alternative Dispute Resolution (ADR) entity. We use: IBAS provides free, impartial adjudication for disputes between consumers and gambling operators licensed by the UK Gambling Commission. Their decision is binding on both parties if the user accepts it.

12. Changes to Terms and Conditions

12.1. We reserve the right to amend these Terms at any time. We will notify you of any material changes before they come into effect, typically via email, website notification, or upon your next login.

12.2. Material changes include, but are not limited to, alterations to game rules, changes in payment processing, or amendments to responsible gambling policies.

12.3. You will be given the opportunity to review and accept the updated Terms. If you do not agree to the revised Terms, you will have the right to opt out of them and close your account. Your continued use of our services after notification of changes constitutes your acceptance of the updated Terms.

13. Governing Law and Jurisdiction

13.1. These Terms and your use of the Website and game shall be governed by and construed in accordance with the laws of England and Wales.

13.2. You irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter or formation (including non-contractual disputes or claims).

14. Miscellaneous

14.1. Severability: If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be severed from these Terms, and the remaining provisions shall continue in full force and effect.

14.2. Waiver: No waiver by us of any breach of these Terms (including our failure to enforce any provision of these Terms) shall constitute a waiver of any subsequent breach of these Terms.

14.3. Entire Agreement: These Terms, together with our Privacy Policy, Cookie Policy, and game rules, constitute the entire agreement between you and Gem Trio Interactive Ltd. regarding your use of the Website and game, superseding any prior agreements.

14.4. Contact Us: For any questions, support, or feedback, please refer to our Contact Us page for full details of how to reach our customer support team, which is available 24/7 via live chat, email ([email protected]), or telephone (UK Freephone: 0800 123 4567, International: +44 20 3123 4567).