Terms

What Are the Terms?

Terms is the official document that defines the rules for using the platform and establishes the rights and responsibilities of both the company and the client. It serves as the regulatory foundation of the service.

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Purpose and Structure

The Terms detail all key aspects of how users interact with the platform:

• Rules for registration and account creation

• The requirement for identity verification

• Conditions for depositing and withdrawing funds

• Participation guidelines for bonus programs, promotions, and tournaments

• Security and responsible gaming policies

Unified Rules for All Users

The Terms ensure a single, consistent rule set for every player: registration, verification, security, and fair play. These rules are mandatory for all users without exception.

At the same time, the platform may offer paid VIP statuses that provide enhanced features and privileges. All such additional conditions are also defined in the Terms and apply only to users with the corresponding level.

This ensures transparency and helps each player clearly understand their rights and benefits in advance.

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Legal Foundation

The Terms have legal status. They allow the company to minimize risks and defend its position when necessary, while enabling the client to clearly understand their rights and obligations.

Example: If a user requests a repeated bonus, the company can reasonably deny it by referencing the relevant section of the Terms.

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Using Terms in Client Communication

For Support Team members, the Terms are a primary tool for explaining the company’s position. Referencing the Terms allows support to:

• Present the company’s stance objectively, without personal opinion;

• Explain requirements (e.g., why verification is needed before withdrawal);

• Clarify rejections or limitations (e.g., why a repeated bonus cannot be issued).

This approach increases client trust and demonstrates transparency in how the platform operates.

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Conflict Prevention

Well-defined rules help reduce disputes and misunderstandings. If a conflict still occurs, the issue can always be resolved based on the official document, which applies equally to all clients.

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Core Principles for Support When Working with Terms

1. Use Only the Latest Version

Support staff must always refer to the most up-to-date version of the Terms. Before sharing a link with a client, check the last updated date.

Using outdated information can lead to confusion, so it’s essential to rely on the latest revision.

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2. Provide Clear Explanations

Responses should be written in simple, straightforward language, without unnecessary complexity. When relevant, quote specific Terms clauses as confirmation.

The goal is to clearly and simply explain what rule applies and why it’s necessary.

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3. Present Rules as the Company’s Official Policy (Without Pressure)

The Terms are the official operational framework, not a tool for applying pressure. Support responses should communicate the rules as universal standards that apply to everyone, not as individual restrictions against a specific client.

This demonstrates fairness, clarity, and consistency without making the client feel pressured.

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4. Personalize Your Responses

Support messages should refer to the client’s specific situation, not sound overly formal.

Correct Example:

“According to the Terms, withdrawals are only possible after verification is completed. I can help you go through this process so you can withdraw your funds as soon as possible.”

This approach shows care and reduces misunderstanding.

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5. Combine Rules with Solutions

Instead of only citing the Terms, support agents should also explain the rule in plain language and immediately suggest a practical next step — for example, completing verification, making a deposit, etc.

Every response should include what the client can do next.

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6. Maintain a Polite and Professional Tone

Regardless of the client’s emotional state, staff must remain calm, polite, and confident. Communication should be friendly yet professional, representing the platform’s reliability.

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Working With the Terms Section in the Admin Panel

The admin panel includes a dedicated Terms section, where text content displayed to users can be easily edited.

To update it:

1. Go to Settings → Terms.

2. Edit or add the necessary text to fit your project.

3. Use variables such as %domain%, %sum_verif%, %sum_afterverif%, etc. These automatically insert dynamic data when displayed to the client.

A full list of available variables is provided inside the Terms section.

Before saving, make sure that the text:

• Is grammatically correct and clear;

• Contains no unnecessary or ambiguous phrasing;

• Maintains a consistent professional tone.

Properly formatted Terms help ensure uniform communication and create a sense of trust and transparency for the user.

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Summary

The Terms section is a vital tool that allows the company to:

• Maintain legal and operational clarity;

• Support the credibility of client communications;

• Quickly update official texts while keeping a unified style.

In short — Terms are the foundation of transparent, professional interaction between the platform and its users.

Examples of How Terms Are Used in Support Scenarios

You can find this setting here: Panel → Settings → Terms

Below are several examples of how Support Team members can correctly use the Terms in real client conversations.

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Situation 1

Client: I deposited funds using my wife’s card, but now I can’t withdraw them. Why? Support: According to Section 7.6, deposits must be made only from payment methods registered in your own name. Funds received from third-party cards are subject to refund, and withdrawals from such funds are temporarily blocked. We recommend using a card issued in your own name to avoid delays and repeated checks.

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Situation 2

Client: I sent a deposit in USDT, but my balance hasn’t updated. Support: Hello! For crypto transfers (Sections 7.4 and 8.10), funds are credited after the transaction is confirmed on the blockchain. This usually takes 5–15 minutes, but during high network load, it may take up to an hour. Please send us the transaction hash, and we’ll check its status and speed up the process.

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Situation 3

Client: I wanted to deposit $100 but accidentally sent $1,000. Can I get the difference back? Support: We understand your situation. According to Section 7.5, funds deposited without the intent to play may be subject to review. We can arrange a partial refund if the funds have not yet been used for bets. Please confirm whether you have placed any bets since making the deposit.