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Terms & Conditions

These Terms and Conditions ("Terms") govern your relationship with the operator of the online gambling services made available via neosurf-au.com (referred to as "Neosurf Casino", "the Website", "we", "us" or "our"). By accessing or using any games, payment services or related functionality on the Website you agree to be bound by these Terms. If you do not agree, you must not use the Website. These Terms were last updated on 6 November 2025 and take effect from 1 January 2026.

Definitions

  • Operator means the legal entity that owns and operates Neosurf Casino and provides the gambling services via neosurf-au.com, as identified from time to time in the Website footer and regulatory notices.
  • Website means the online platform operated at neosurf-au.com, including all pages, subdomains, mobile versions and related services.
  • User or Player means any natural person who accesses the Website, creates an account, places a Bet or otherwise uses our services.
  • Account means a registered user profile created by a Player on the Website, used to access games, hold funds and manage personal details.
  • Bet or Wager means any amount of real money or bonus funds staked on a game outcome or event offered on the Website.
  • Game(s) means any casino, slot, table, live dealer or other interactive gambling product made available on the Website.
  • Bonus means any promotional benefit, including bonus funds, free spins, cashback, loyalty rewards, tournament entries or similar incentives credited to your Account under specific conditions.
  • Bonus Funds means any non-withdrawable funds credited as part of a Bonus that may be used for placing Bets subject to wagering requirements.
  • Real Money Balance means the portion of your Account balance consisting of deposits and winnings that are not subject to wagering requirements.
  • Wagering Requirements means the number of times a Bonus or deposit amount must be wagered before associated winnings may be withdrawn.
  • KYC (Know Your Customer) means identification and verification checks carried out by us to comply with anti-money laundering, counter-terrorism financing and age verification laws.
  • Interactive Gambling Laws means all applicable laws regulating the provision or use of online gambling services, including the Interactive Gambling Act 2001 (Cth) of Australia, to the extent applicable.

Account Registration

Eligibility

  • You must be at least 18 years of age (or older, if required in your jurisdiction) to register an Account and use the Website.
  • You may only use the Website if it is legal to do so under the laws of the country and state/territory from which you access it. It is your responsibility to ensure that your use of our services does not breach any applicable law.
  • Under the Australian Interactive Gambling Act 2001, the provision of certain online gambling services to persons physically present in Australia is restricted. Neosurf Casino does not intend to offer services contrary to such laws. If use of the Website is unlawful in your location, you must not register or play.
  • You confirm that you are acting on your own behalf, not on behalf of another person or entity, and that you are not classified as a "problem gambler" under any self-exclusion or similar regime.

Registration Process

  • To create an Account you must complete the online registration form, providing at least your full name, date of birth, residential address, email address, chosen password and any other requested details.
  • You must provide accurate, complete and up-to-date information. You must promptly update your details if they change.
  • You may be required to verify your email address by clicking a confirmation link sent to the email provided. Until verification is completed, we may restrict or block access to certain services.
  • We reserve the right to reject any registration, close any Account or limit access without giving a reason, where permitted by applicable law.

KYC and Verification

  • To comply with anti-money laundering and counter-terrorism financing requirements and to ensure age verification, we may request KYC documents, including:
    • Government-issued photo identification (passport, driver licence or national ID);
    • Proof of address (utility bill, bank statement, or government correspondence dated within the last 3 months);
    • Proof of payment method ownership (e.g. redacted card copy, account statement or e-wallet screenshot).
  • We may suspend deposits, gameplay or withdrawals until KYC checks are satisfactorily completed.
  • If you fail to provide requested documents, or if we reasonably suspect that documents are forged or misleading, we may suspend or close your Account and, subject to applicable law, withhold funds where fraud, money laundering or other unlawful conduct is suspected.

Account Security and Use

  • You must keep your login credentials confidential and secure. You are responsible for all activity occurring under your Account, whether authorised by you or not, unless we have failed to take reasonable security measures.
  • You must immediately notify us via the contact methods on neosurf-au.com if you suspect that your Account has been compromised or accessed without your authorisation.
  • You may have only one Account on Neosurf Casino. Multiple or duplicate accounts may be closed and related Bonuses forfeited.
  • Accounts are for personal, non-commercial use only. You must not sell, transfer, share or allow any third party to use your Account.

Betting & Gameplay Rules

General Rules of Play

  • All Bets placed on the Website are subject to these Terms and to the specific game rules provided by the relevant game supplier. In case of conflict, the specific game rules prevail for that Game.
  • Once a Bet has been placed and accepted by our systems, it is generally irrevocable. You cannot cancel or modify a Bet after confirmation, except where a technical error or malfunction has occurred and we, in our discretion, void the Bet.
  • Minimum and maximum Bet amounts are determined by us or the relevant provider and may vary between Games. These limits are displayed within each Game interface.
  • Game outcomes are determined by certified random number generator (RNG) systems or live dealer results, as applicable. You accept that the outcome displayed on our servers is final and binding.

Errors, Malfunctions and Disconnections

  • In the event of a technical error, system malfunction or incorrect game configuration (including obvious pricing or payout errors), all affected Bets and payouts may be voided and restored to the state immediately before the error, or adjusted to the correct amounts.
  • If your connection is interrupted during a Game, the result recorded on our servers will determine winnings or losses. We are not liable for failures caused by your hardware, internet connection or software, subject to non-excludable rights under applicable consumer laws.
  • Where a Game is aborted or terminated due to a technical fault on our systems or our suppliers' systems, the Bet may be voided and the stake returned to your Account balance.

Conduct in Live Casino and Chats

  • You must behave respectfully towards dealers, other players and staff in any live casino or chat functions. In particular, you must not:
    • Use abusive, defamatory, racist, sexist, harassing, obscene or threatening language;
    • Promote illegal activities, incite violence or disseminate discriminatory content;
    • Advertise products, services or other gambling websites;
    • Attempt to collude with, or otherwise gain an unfair advantage over, other players or the house.
  • We may mute, restrict, suspend or close your Account and void Bets where we reasonably deem your behaviour to violate these rules or to involve cheating, collusion, use of bots or other prohibited tools.

Bonus Terms

Activation and Eligibility

  • Bonuses on Neosurf Casino are available only to registered Players who meet the specific promotion criteria described in the relevant offer on neosurf-au.com.
  • Some promotions may require the use of a bonus code during deposit or within the cashier. Failure to enter the code correctly may result in forfeiture of the Bonus.
  • We may set minimum deposit amounts, geographic restrictions, payment method exclusions (for example, certain e-wallets or crypto methods) or other conditions for Bonus eligibility. These will be stated in the promotion terms.

Wagering Requirements and Timeframes

  • Unless otherwise specified, Bonuses are subject to wagering requirements before any associated winnings can be withdrawn. The standard wagering requirement will be stated for each promotion (for example, 35x the Bonus amount).
  • Only qualifying Bets placed after Bonus activation count towards wagering. Bets made with Real Money Balance may or may not contribute to wagering, as set out in the individual promotion rules.
  • Bonuses and associated wagering requirements must typically be completed within a specified timeframe (for example, within 7 - 30 days from activation). Any remaining Bonus Funds and associated winnings may be forfeited upon expiry.
  • Until wagering requirements are met, withdrawal requests may result in the forfeiture of active Bonuses and Bonus Funds, unless the applicable promotion expressly provides otherwise.

Prohibited Games and Actions

  • Certain Games or categories (e.g. some table games, jackpots, low-risk betting patterns) may be excluded or contribute at a reduced rate towards wagering requirements. The contribution table for each promotion will be published on the Website.
  • The following may be treated as abuse of a promotion and may result in Bonus cancellation, voided winnings and/or Account closure:
    • Placing single Bets exceeding the maximum allowed Bonus Bet size (as stated in each promotion);
    • Using "hedging" or "zero-risk" strategies to meet wagering requirements;
    • Delayed winnings, bonus hunting or collusion between accounts to exploit promotions;
    • Creating multiple Accounts to claim the same promotion more than once.

Combination of Promotions

  • Unless explicitly allowed, Bonuses and promotions cannot be combined. Only one active deposit Bonus may apply to your Account at any time.
  • Where promotions overlap, the order of application and use of Bonus Funds will follow the rules specified in the promotion descriptions or our general Bonus policy.
  • We may modify, suspend or withdraw any promotion or Bonus offer at any time, subject to honouring any benefits already earned by Players in accordance with the offer terms and applicable law.

Payments & Withdrawals

Deposit Methods and Limits

  • Neosurf Casino may support deposits via various payment methods, which can include:
    • Bank cards (e.g. Visa, Mastercard);
    • Prepaid or voucher systems (including Neosurf vouchers, where available);
    • E-wallets and other online payment services; and
    • Cryptocurrency or alternative payment solutions, if displayed on the Website.
  • Available methods, currencies (including AUD where supported), limits and any associated fees are displayed in the cashier section of neosurf-au.com and may change from time to time.
  • You must use payment methods registered in your own name. We may request evidence of ownership and cancel deposits made using third-party methods.

Withdrawals

  • Withdrawals are, where possible, processed via the same method used for deposits. If a method cannot be used for withdrawals, we may offer alternative options.
  • We may apply minimum and maximum withdrawal limits per transaction, per day, week or month, as specified on the Website.
  • Processing times vary by method and are also subject to internal security checks and KYC verification. We aim to process withdrawal requests within a reasonable period, but delays may occur due to third-party payment providers, additional verification or public holidays.
  • We may withhold or delay withdrawals where we reasonably suspect:
    • Breach of these Terms or of Bonus conditions;
    • Use of stolen or unauthorised payment instruments;
    • Money laundering, fraud, identity theft or other unlawful activity.

Fees, Chargebacks and Refunds

  • We may charge reasonable processing fees for deposits or withdrawals, particularly where multiple withdrawal requests are made within a short period or where currency conversion applies. Any such fees will be disclosed in the cashier or at the time of transaction.
  • In the event of a chargeback or payment reversal, we may:
    • Deduct the reversed amount and any associated fees from your Account balance;
    • Void winnings generated from funds subject to the chargeback; and
    • Close or suspend your Account and report the matter to relevant authorities or payment providers.
  • Refunds of Bets or deposits are provided at our discretion, primarily where a Bet has been voided due to a technical error or where required by applicable law. Bonuses are generally non-refundable.

Limitation of Liability

Our Obligations

  • We use reasonable efforts to ensure that:
    • The Games are operated fairly and in accordance with the applicable game rules;
    • RNG-based Games are tested and certified by independent testing laboratories where required by the relevant licensing authorities (such as Curaçao regulators operating under master licences 8048/JAZ or 365/JAZ); and
    • Account balances and game outcomes are recorded correctly on our systems.
  • We will investigate any complaints about game results, transaction history or Account balances and, where appropriate, correct any confirmed errors.

Exclusions of Liability

  • To the fullest extent permitted by law, we are not liable for:
    • Any loss or damage arising from your failure to keep your Account credentials secure;
    • Interruptions, delays, defects or data loss caused by your internet connection, hardware, software or third-party systems;
    • Losses arising from viruses, distributed denial-of-service attacks or other technologically harmful material that may affect your devices due to use of the Website;
    • Acts or omissions of third-party service providers, including payment processors and game suppliers.
  • We provide the Website and Games on an "as is" and "as available" basis and do not warrant that access will be uninterrupted or error-free.
  • Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, or any liability that cannot be excluded under applicable law, including any non-excludable rights under the Australian Consumer Law to the extent it applies.

Limitation and Maximum Compensation

  • Subject to the non-excludable rights referred to above, our total aggregate liability to you in connection with any single Bet, game round or series of related transactions shall not exceed the amount of the Bet or stakes placed by you in that specific game or transaction giving rise to the claim.
  • We are not liable for any indirect or consequential loss, loss of profits, loss of opportunity, loss of data or damage to reputation arising out of or in connection with your use of the Website.

Intellectual Property Rights

  • All content on neosurf-au.com, including but not limited to text, graphics, logos, icons, images, audio clips, video clips, software and underlying source code, is owned by the Operator, its affiliates, licensors or game providers and is protected by copyright, trademark and other intellectual property laws.
  • You are granted a limited, non-exclusive, non-transferable licence to access and use the Website for personal, non-commercial entertainment purposes only.
  • You must not, without our prior written consent:
    • Copy, reproduce, modify, adapt, translate, reverse engineer, decompile or disassemble any part of the Website or its software;
    • Redistribute, rent, lease, sublicense, publish, display, transmit or otherwise make the Website content or software available to third parties;
    • Use any automated system (such as bots, scripts or crawlers) to access the Website for any purpose other than legitimate use of the services.
  • Any unauthorised use of our intellectual property may result in Account closure and may be pursued through civil or criminal proceedings where permitted by law.

Privacy & Data Protection

  • Your personal data is collected and processed in accordance with our Privacy Policy, as published and updated on neosurf-au.com from time to time.
  • By using the Website, you acknowledge that you have read and understood the Privacy Policy and consent to the collection, use, storage and disclosure of your data as described therein.
  • We implement reasonable technical and organisational measures to protect your personal information against unauthorised access, loss or misuse, subject to the limitations of online security.
  • To the extent applicable, we seek to comply with relevant data protection and privacy laws in the jurisdictions in which we operate and from which we accept Players. Where there is a conflict between these Terms and mandatory privacy laws, those laws prevail.

Changes to Terms

  • We may amend, update or replace these Terms from time to time, including to reflect changes in law, regulatory requirements, our licensing conditions, technical developments or our business practices.
  • Where changes are material, we will take reasonable steps to notify you, for example by:
    • Publishing the updated Terms on neosurf-au.com with a new "last updated" date; and/or
    • Displaying a prominent notice or banner on the Website; and/or
    • Sending an email to the address registered to your Account.
  • Unless otherwise stated, changes will take effect on the date specified in the notice, which will not be earlier than the date of publication. From 2026 onwards, significant changes will, where practicable, be notified at least a reasonable period (for example, 7 days) before they take effect.
  • If you do not agree with the amended Terms, you must stop using the Website and may request closure of your Account. Your continued use of the Website after the effective date of any changes constitutes your acceptance of the revised Terms.

Termination & Suspension

Our Rights to Suspend or Terminate

  • We may suspend or terminate your Account, restrict your access to the Website, or void Bets and Bonuses where we reasonably believe that:
    • You have breached these Terms or any applicable Bonus rules;
    • You have provided false, misleading or incomplete information during registration or KYC checks;
    • You have engaged in fraud, collusion, money laundering, cheating or other unlawful or improper conduct;
    • Your use of the Website violates applicable Interactive Gambling Laws or any regulatory request or order; or
    • We are required to do so by law, court order or a regulatory authority (including Curaçao regulators or equivalent).

Player-Initiated Closure

  • You may request closure of your Account at any time by contacting us via the support channels indicated on neosurf-au.com.
  • We may, where available, offer temporary suspension or self-exclusion options to assist with responsible gambling. Details will be provided on the Website or upon request.

Effect of Termination

  • Upon Account closure (whether by you or us), we will, subject to applicable law and our anti-money laundering obligations:
    • Settle any outstanding Bets placed before the effective time of closure; and
    • Pay out any remaining Real Money Balance to you via an agreed payment method, minus any applicable fees or chargebacks.
  • Bonus Funds and active promotions are normally forfeited upon Account closure, unless required otherwise by law or expressly stated in the relevant promotion terms.
  • We may withhold funds and report the matter to law enforcement or regulatory authorities where we reasonably suspect illegal activities.

Governing Law & Jurisdiction

Applicable Law

  • Unless otherwise stated in the Website footer or in any specific agreement with you, these Terms and your use of Neosurf Casino are governed by the laws of Curaçao, without regard to conflict-of-laws principles.
  • The gambling services may be operated under a licence or sub-licence issued by a Curaçao licensing authority, such as master licence number 8048/JAZ (Antillephone N.V.) or 365/JAZ (Gaming Curaçao), or an equivalent authorisation as notified on neosurf-au.com. The exact licensing details and licensee entity will be specified on the Website from time to time.
  • Nothing in this clause limits any mandatory consumer protections that may apply to you under the laws of your country or state/territory of residence, including the Australian Consumer Law, to the extent those laws cannot be excluded.

Dispute Resolution

  • You should first contact our customer support through the channels indicated on neosurf-au.com if you wish to raise a complaint or dispute regarding our services.
  • If a dispute cannot be resolved through our internal procedure, you may, where available, escalate it to the relevant Curaçao licensing authority or its designated complaints handler (for example, via [email protected] for matters relating to a Gaming Curaçao licence).
  • Subject to any mandatory dispute resolution rights you may have under applicable law, any unresolved dispute arising out of or in connection with these Terms may be submitted to the courts or competent authorities of Curaçao, or to arbitration or alternative dispute resolution mechanisms as prescribed by the applicable licence conditions.

Australian Regulatory Notice

  • If you are located in Australia, you acknowledge that the Interactive Gambling Act 2001 (Cth) and related state/territory laws may restrict the offering of certain online gambling services to persons in Australia.
  • Neosurf Casino does not intend to provide services to you where doing so would contravene Australian law or any other applicable law. You must not use the Website if such use is unlawful in your jurisdiction.
  • It is your responsibility to ensure that your participation in any Games complies with all laws applicable to you and to obtain any necessary legal or tax advice.

Contact Information

  • Website: https://neosurf-au.com
  • Customer Support:
    • Primary contact methods for general support, account queries and complaints are provided via the "Contact Us" or support section on neosurf-au.com (for example, live chat or on-site contact forms). Please refer to the Website for the most current details.
  • Email for Regulatory Complaints (Curaçao):
    • For disputes relating to a licence issued by Gaming Curaçao, you may contact the licensing authority at: [email protected]. This address is for regulatory complaints and is not an operational customer support email for Neosurf Casino.
  • Telephone:
    • As at the effective date of these Terms, no dedicated telephone support number for Neosurf Casino has been specified in our records. Any updated phone contact details will be published on neosurf-au.com if and when they become available.
  • Mailing / Registered Address:
    • The full legal and mailing address of the Operator will be indicated in the Website footer or "About" section when available. As at the effective date of these Terms, specific address details are not specified in the provided data and may vary depending on the operating licence holder.
  • External Gambling Help (Australia):
    • If you are in Australia and experience problems with gambling, you can contact Gambling Help Online on 1800 858 858 or via the official service website. This is an independent support service and not a contact number for Neosurf Casino.