Terms & Conditions

These Terms and Conditions (the "Terms") govern your relationship with AG Communications Limited, the licensed operator of the website queenplay.bet and its UK-facing service Queen Play (together, the "Website"). These Terms are effective from 6 November 2025 and apply to all access to and use of the Website by players located in the United Kingdom.

AG Communications Limited is licensed and regulated by the UK Gambling Commission under account number 39483 for the provision of online casino services to customers in Great Britain. You can verify our licence status on the Gambling Commission's public register. As at January 2025, the licence is active and the Website is fully operational for eligible UK players.

Definitions

This section defines key terms used in these Terms, explains how they apply in practice, and clarifies the legal relationship between you and us.

Operator means AG Communications Limited of 135 High Street, Sliema SLM 1548, Malta, licensed and regulated by the UK Gambling Commission under account number 39483, which operates the Website for UK customers.
Brand or Queen Play means the online casino brand made available through the Website at queenplay.bet, owned by Marketplay Ltd and operated in the UK by the Operator.
Website means the site located at queenplay.bet, any associated mobile applications, and any UK-facing subdomains or mirrors used to provide the Queen Play service.
User, you or Player means any natural person who registers or attempts to register an Account and/or places Bets on the Website.
Account means a registered online gambling account opened and maintained by you with the Operator on the Website.
Game(s) means any casino, slot, live casino or other gambling product offered on the Website from time to time.
Bet or Wager means any stake of money placed by you on or through the Website on the outcome of a Game.
Bonus means any funds, free spins, free bets, loyalty rewards or other promotional benefits credited to your Account that are not directly withdrawable until the relevant conditions are met.
Bonus Balance means any portion of your Account balance that consists of Bonus funds and any associated winnings that are subject to wagering or other conditions.
Real Money Balance means any part of your Account balance resulting from deposits and winnings derived from such deposits that are not subject to outstanding wagering requirements.
Promotion means any bonus offer, competition, special offer or loyalty scheme made available on the Website and subject to specific promotional terms.
KYC (Know Your Customer) means the identification, verification and ongoing monitoring checks carried out by the Operator in compliance with anti-money laundering ("AML") and safer gambling laws.
ADR (Alternative Dispute Resolution) means an independent dispute resolution body. For UK players using the Website, the appointed ADR is IBAS (Independent Betting Adjudication Service).
Business Day means any day other than a Saturday, Sunday or public holiday in England and Wales.

Account Registration

This section explains who may open an Account, how registration and verification are carried out, and your obligations in safeguarding your Account and complying with our checks.

Eligibility and Jurisdiction

Age restriction: You must be at least 18 years old to register and use the Website. We carry out checks to verify that you are 18 or over. Access by anyone under 18 is strictly prohibited.
Location: The Website is intended only for players who are ordinarily resident in the United Kingdom and who are physically located in the UK at the time of gambling. Access from certain jurisdictions (including, without limitation, the United States and France) is blocked via geo-location and IP-level controls. You must not use VPNs, proxies or similar tools to circumvent these restrictions.
Single account: You may hold only one Account with the Operator for the Website. Opening, or attempting to open, multiple Accounts may lead to suspension or closure and cancellation of Bonuses.
Legal capacity: By registering, you confirm that you are legally capable of entering into a binding contract under the laws of England and Wales.

Registration Process

Information required: To create an Account, you must complete the registration form on the Website, providing accurate and complete information including your full name, date of birth, residential address, email address and any other details requested.
Email verification: We may require you to verify ownership of your email address by following a link or entering a code sent to that address before you can fully use your Account.
Accuracy of data: You must keep your registration details up to date and notify us promptly of any changes. If we discover or reasonably suspect that your information is false, inaccurate or incomplete, we may suspend or close your Account.
Username and password: You are responsible for maintaining the confidentiality of your username, password and any other login credentials. You must not share your login details with any third party or allow another person to use your Account.
Unauthorised use: You must inform us immediately if you suspect that your Account has been compromised or accessed without your authority. We are entitled to suspend the Account while we investigate.

KYC, Verification and Ongoing Checks

Pre-deposit verification: In line with UK regulations and our UK Gambling Commission licence, we must verify your identity before allowing you to deposit or gamble. As at 2025, this verification is typically a two-step process and may be completed electronically.
Electronic checks: We will first attempt to verify your identity automatically using credit reference agencies and other electronic verification services. This process does not affect your credit score but may leave a "soft footprint" on your file.
Document upload: If electronic verification is unsuccessful (which may occur in a significant number of cases), you will be asked to upload acceptable identification documents, such as a valid passport or driving licence, and, where needed, proof of address. A dedicated document upload portal is available on the Website; performance may vary depending on your device or browser.
Source of funds and wealth: Following regulatory developments and a November 2022 enforcement action against AG Communications Limited relating to AML controls, we apply enhanced KYC and source of funds/wealth checks. We may request information or documents about your income, occupation, source of funds and affordability, and may suspend or limit your Account until satisfactory information is provided.
Ongoing monitoring: We may conduct periodic reviews of your Account, transactions and gameplay to comply with AML and safer gambling obligations. This may include requests for updated documents or information at any time.

Responsible Gambling and Self-Exclusion

Player protection tools: We provide tools such as deposit limits, loss limits, session time reminders and reality checks. You should use these tools to help you gamble responsibly.
Self-exclusion: You may request temporary or permanent self-exclusion via the Website. Where you self-exclude, we will close your Account for the chosen period and take reasonable steps to prevent you from gambling during that time.
Safer gambling interventions: If we identify indicators of harm, we may contact you, apply limits, or suspend your Account, in line with UK safer gambling regulations.

Betting & Gameplay Rules

This section explains how Bets are placed, how results are determined, how errors are handled, and the standards of conduct required when using the Website, including live casino and chat features.

Placing Bets and Game Rules

Game-specific rules: Each Game has its own rules, pay tables and minimum/maximum stakes set by us or by the relevant game supplier. By placing a Bet on a Game, you accept the rules and limits shown within that Game at the time of placing the Bet.
Currency: All Bets, deposits, Bonuses and payouts for UK players are denominated in GBP (£).
Bet confirmation: A Bet is deemed placed when it has been accepted by our servers and appears in your Game or Account history. Once accepted, a Bet cannot usually be cancelled or modified.
Game results: Game outcomes are determined by an approved random number generator or by actual live casino events, as applicable. The result recorded on our servers is final and conclusive, subject to the error provisions below.

Errors, Malfunctions and Voids

Obvious errors: If a Bet is accepted at clearly incorrect odds, pay table, stake or other terms due to an obvious error or technical fault, we may declare the Bet void and return the stake to your Real Money Balance.
Technical failures: In the event of a Game malfunction, network interruption, hardware failure or similar issue, Bets that have not been confirmed as placed will be void and stakes, if any, returned. For Bets that have been completed and recorded on our servers, the recorded result will stand.
System integrity: If we reasonably believe that a malfunction or exploit has been deliberately used to obtain an unfair advantage, we may void affected Bets, cancel winnings and take further action as permitted by these Terms and applicable law.

Conduct, Fair Play and Prohibited Activity

General conduct: You must use the Website in a respectful manner. In live casino chat or other interactive features, you must not engage in abusive, threatening, defamatory, obscene, racist, sexist or otherwise offensive behaviour.
Fraud and collusion: You must not collude with other players, use automated systems ("bots"), exploit software bugs, use stolen payment methods or engage in any form of fraudulent or unlawful activity. We may suspend or close Accounts and withhold funds where we reasonably suspect such activity, subject to our regulatory obligations.
Multiple accounts and identity misuse: Creating multiple Accounts, using another person's identity or allowing others to use your Account is prohibited and may result in Account closure.
Geo-restriction circumvention: You must not use VPNs, proxy servers or other methods to disguise your location or to access the Website from a prohibited jurisdiction. Bets placed in breach of this rule may be voided.
Compliance with rules: You must at all times comply with these Terms, the rules of each Game, and any additional rules or instructions displayed on the Website.

Bonus Terms

This section explains how Bonuses are awarded and used, the main conditions that apply to Bonuses and Promotions, and the circumstances in which Bonus-related winnings may be adjusted or withheld.

Bonus Eligibility and Activation

Promotional offers: From time to time, we may offer welcome bonuses, reload bonuses, free spins, loyalty rewards and other Promotions to eligible Players on the Website.
Eligibility: Eligibility for a particular Bonus may depend on factors such as your country of residence (United Kingdom only for Queen Play), deposit method, prior promotional history and compliance with these Terms.
Activation: Some Bonuses require an opt-in, a bonus code or a qualifying deposit; others may be credited automatically. The specific activation requirements will be stated in the promotional terms for the relevant Bonus.

Wagering Requirements and Timeframes

Wagering requirements: Most Bonuses are subject to wagering (playthrough) requirements before any associated winnings can be withdrawn. The specific wagering multiplier and conditions will be stated in the relevant Promotion details.
Contribution of Games: Different Games may contribute differently towards wagering. For example, slot games may contribute 100% while certain table or live casino games may contribute at a lower percentage or not at all. The applicable contribution rates are listed in the Bonus or Promotion rules.
Time limits: Bonuses must generally be used, and their wagering requirements completed, within a specified period (for example, within a set number of days from crediting). Any remaining Bonus funds or incomplete wagering requirements after that period may be forfeited.
Priority of funds: Unless stated otherwise, wagers are usually deducted from your Real Money Balance first and then from your Bonus Balance. Detailed rules are provided in the promotional terms.

Prohibited Actions and Bonus Abuse

Restricted Games and strategies: Certain Games or bet types may be excluded from wagering or Bonus play, or may be subject to specific restrictions (for example, low-risk betting or equal covering of outcomes). These restrictions are specified in the Bonus terms and must be followed.
Maximum bet with Bonus funds: When a Bonus or free spins are active, a maximum bet per spin or game round may apply. Exceeding the stated maximum bet may lead to confiscation of Bonus funds and associated winnings.
Bonus abuse: Practices such as opening multiple Accounts, colluding with others, "bonus hunting" (for example, depositing solely to obtain a Bonus and withdrawing immediately after minimal play), or exploiting software or system errors are considered Bonus abuse. We may cancel Bonuses, void winnings, and close or suspend Accounts in cases of suspected abuse, subject to regulatory requirements and fair treatment obligations.

Combining Promotions and Bonus Policy

One Promotion at a time: Unless expressly stated, Bonuses and Promotions cannot be combined. Where multiple Promotions are available, only one may be active at any given time on your Account.
Promotion-specific terms: Each Promotion has its own terms and conditions that apply in addition to these Terms. In the event of conflict, the Promotion-specific terms will prevail for that Promotion.
Bonus Policy: The full rules governing Bonuses and Promotions are set out in our Bonus Policy, accessible via the Website and based on the information currently provided at our official bonus policy page. You should read the Bonus Policy carefully before participating in any Promotion.

Payments & Withdrawals

This section describes how you can deposit and withdraw funds, the payment methods available for UK players, relevant limits and timeframes, and how we handle refunds and chargebacks.

Deposit Methods and Limits

Accepted methods: As at 2025, UK players may typically deposit using Visa Debit, Mastercard Debit, PayPal, Trustly, Paysafecard and Instant Banking, subject to availability on the Website and applicable regulations.
Minimum deposit: Unless stated otherwise, the minimum deposit is generally £10 per transaction across available methods. Higher minimums may apply for certain Promotions.
Fees: We do not ordinarily charge deposit fees. However, your bank, card issuer, e-wallet provider or other payment service may apply its own fees or classify transactions as "gambling transactions," which you are responsible for.
Payment account ownership: All deposits must be made from payment instruments (cards, e-wallets, bank accounts) held in your own name. We may request evidence of ownership and may reverse transactions that do not comply.

Withdrawals

Withdrawal methods: Withdrawals are generally processed back to the same payment method used for deposit, where possible. If this is not feasible, we may offer alternative methods in accordance with our policies and regulatory obligations.
Verification prior to withdrawal: Before processing a withdrawal, we may require completion of KYC checks, including identity verification and, where appropriate, source of funds/wealth requests. This requirement has become more stringent following UK regulatory guidance and our AML obligations.
Processing times: We aim to process withdrawal requests within a reasonable period, for example within a few Business Days, although exact processing times depend on internal checks and the payment provider. Additional time may be required where enhanced verification is needed.
Withdrawal limits: Minimum and maximum withdrawal amounts may apply per transaction, per day or per month, as specified in the cashier section of the Website. Certain Promotions or progressive jackpots may be subject to specific payout terms.

Account Balances, Refunds and Chargebacks

Real Money and Bonus balances: Your Account shows your Real Money Balance and Bonus Balance separately. Withdrawals are only made from funds that are not subject to unmet wagering or other Bonus conditions.
Refunds of Bets and Bonuses: If a Game, Promotion or payment is affected by a technical or pricing error, we may cancel affected Bets, void Bonuses, and return the relevant stake or deposit to your Real Money Balance, in accordance with these Terms and applicable regulations.
Chargebacks: If you initiate a chargeback or payment reversal, we may suspend your Account, recover any amounts incorrectly paid out, and report suspected fraud or misuse to relevant authorities and credit reference agencies.
Negative balances: If your Account balance becomes negative due to an error or chargeback, you shall repay the amount owed to us on demand, subject to applicable law and consumer protection rules.

Limitation of Liability

This section sets out our obligations to provide a fair, secure service, explains circumstances in which we are not liable, and clarifies the maximum extent of our liability to you under these Terms.

Our Obligations

Regulatory compliance: We will operate the Website in accordance with our UK Gambling Commission licence, applicable UK gambling laws, and relevant technical standards.
Fairness and integrity: We will take reasonable steps to ensure that all Games operate fairly and that random number generators (where used) are appropriately tested and certified by competent testing bodies.
Security: We will use reasonable technical and organisational measures to safeguard your personal and financial data and to protect the Website against unauthorised access or misuse.

Exclusions and Limitations

Indirect loss: To the fullest extent permitted by law, we are not liable for any indirect, incidental, special or consequential loss or damage arising out of or in connection with your use of the Website, including loss of profits, data or business opportunity.
Technical issues and third parties: We are not responsible for any failure or delay caused by your equipment, internet service provider, telecommunications network, software, hardware or any third-party services on which the Website relies, except where required by law.
Maximum liability: Subject always to the paragraph below, our total aggregate liability to you in respect of any claim arising out of a particular Bet or Game shall not exceed the amount of the stake(s) you placed in that Bet or Game, or, where the claim does not relate to a specific Bet, the amount of your net deposits to the Website during the six months preceding the event giving rise to the claim.
Non-excludable liability: Nothing in these Terms shall exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited under UK law.

Intellectual Property Rights

This section explains who owns the content and software used on the Website, and what you may and may not do with that content.

Ownership and Licence

Our rights: All intellectual property rights in the Website, including its design, text, graphics, logos, trademarks, domain names, software, audio-visual content and underlying code, are owned by or licensed to the Operator, Marketplay Ltd, or their affiliates and suppliers.
Limited licence: We grant you a personal, non-exclusive, non-transferable, revocable licence to access and use the Website and its content solely for your own private, non-commercial entertainment, in accordance with these Terms.

Restrictions

No copying or distribution: You must not copy, reproduce, distribute, transmit, publish, display, modify, create derivative works from, or exploit in any way any part of the Website or its content, except as expressly permitted by us in writing.
No reverse engineering: You must not attempt to decompile, reverse engineer, disassemble or otherwise access the source code of the Website or any Game, except to the extent that such activity is expressly permitted by applicable law.
Trademarks: The names, logos and other brand elements associated with Queen Play and queenplay.bet are protected trademarks. You must not use any such marks without our prior written consent.

Privacy & Data Protection

This section summarises how we handle your personal data and directs you to the documents that provide full details.

Privacy Policy: All personal data collected and processed in connection with your use of the Website is handled in accordance with our Privacy Policy, as updated from time to time and accessible via the Website.
Applicable law: We process personal data in compliance with applicable UK data protection law, including the UK General Data Protection Regulation and the Data Protection Act 2018.
Data use: We use your data for purposes such as account administration, KYC and AML checks, responsible gambling monitoring, transaction processing, customer support and regulatory reporting. You should read the Privacy Policy carefully to understand your rights and our obligations.

Changes to Terms

This section describes how and when we may update these Terms, how you will be informed, and what options you have if you do not agree with the changes.

Updates and Notifications

Right to amend: We may modify these Terms from time to time to reflect changes in law, regulatory requirements, technical developments, business needs or to improve clarity and player protection.
Notice: Where changes are material, we will provide reasonable notice by one or more of the following methods: a prominent notice on the Website, a pop-up message when you next log in, an email to your registered address, or another appropriate communication channel.
Effective date: Updated Terms will state their effective date (for example, an updated date in 2025) and will apply to your use of the Website from that date onward.

Your Rights on Changes

Acceptance of changes: By continuing to use the Website after the effective date of any changes, you are deemed to have accepted the updated Terms.
If you do not agree: If you do not agree to any change, you should stop using the Website, close your Account and, subject to our verification and regulatory obligations, withdraw any eligible funds.
Regulatory precedence: If there is any conflict between these Terms and mandatory requirements imposed by the UK Gambling Commission or applicable law, those regulatory requirements will prevail.

Termination & Suspension

This section explains when and how your Account may be suspended or closed, either by you or by us, and what happens to your funds when that occurs.

Termination by You

Account closure: You may request closure of your Account at any time via the Website or by contacting Customer Support.
Withdrawal of funds: Upon closure, you may, subject to completion of any outstanding verification checks and applicable law, withdraw any Real Money Balance that is not subject to disputes, chargebacks or ongoing investigations.
Self-exclusion: If you close your Account as part of a self-exclusion or safer gambling measure, the Account will remain closed for the selected period and cannot generally be reopened until that period has expired and appropriate safeguards are in place.

Suspension and Termination by the Operator

Grounds for suspension: We may suspend your Account (temporarily or permanently) where we reasonably believe that:
- you are under 18 or otherwise ineligible;
- you have provided false or misleading information;
- you are involved in fraud, money laundering, terrorist financing or other unlawful activity;
- you have engaged in Bonus abuse, collusion, cheating or other prohibited conduct; or
- such action is necessary for safer gambling, affordability checks or KYC/AML investigations.
Account closure: We may close your Account for the reasons above, or where required by law or by the UK Gambling Commission, or where your Account has been inactive for an extended period in accordance with our internal policies.
Regulatory checks: In line with the UK regulatory environment and our prior AML experience, there is a medium risk that Accounts may be temporarily suspended while we carry out enhanced KYC or source-of-wealth checks. We aim to complete such reviews as promptly as reasonably possible.

Effect of Suspension or Termination

Funds on Account: Subject to our legal and regulatory obligations, including AML and responsible gambling rules, we will use reasonable efforts to return any undisputed Real Money Balance to you upon closure, using a suitable payment method.
Bonuses and winnings: On termination, any unused Bonuses and any winnings derived from such Bonuses that are subject to unmet wagering or other conditions may be cancelled, unless we are required by law or regulation to act otherwise.
Ongoing investigations: Where an investigation is ongoing, we may retain funds and withhold withdrawals until the investigation is complete, as permitted by law and our regulatory obligations.

Governing Law & Jurisdiction

This section sets out the law that governs these Terms, the courts that may hear disputes, and the process for escalating unresolved complaints, including ADR.

Applicable Law

Governing law: These Terms and your use of the Website are governed by and shall be construed in accordance with the laws of England and Wales.
Mandatory consumer protection: Nothing in these Terms affects any mandatory rights you may have under UK consumer protection legislation.

Court Jurisdiction

Courts: The courts of England and Wales shall have non-exclusive jurisdiction over any dispute arising from or related to these Terms or your use of the Website. This means that you may also be entitled to bring proceedings in the courts of your domicile within the United Kingdom.

Complaints and ADR (IBAS)

Internal complaints procedure: If you have a complaint, you should first contact Customer Support via the channels provided on the Website. We will investigate your complaint and aim to resolve it promptly and fairly.
Escalation to ADR: If, after completing our internal complaints process, your complaint remains unresolved, or we have not resolved it to your satisfaction within the timeframe required by UK regulations, you may refer the dispute to our appointed Alternative Dispute Resolution entity, IBAS (Independent Betting Adjudication Service).
IBAS rulings: IBAS provides free, impartial adjudication. Its decisions are binding on us for disputes up to the monetary limit set by IBAS (currently up to £10,000), but are not binding on you, and you remain free to pursue the matter through the courts.

Contact Information

This section explains how you can contact us for customer support, complaints and legal correspondence, and provides details of our registered address and ADR body.

Customer Support

Online support: The primary way to contact Customer Support is via the help centre and/or live chat functions available on the Website at queenplay.bet, where you can submit queries, requests and complaints.
Email or web form: Where available, you may also contact us using the dedicated contact or email forms accessible through the "Help" or "Contact Us" sections of the Website. The most up-to-date contact details are always listed on the Website.

Operator and Legal Correspondence

Operator name: AG Communications Limited (UK Gambling Commission account number 39483).
Registered / operational address: 135 High Street, Sliema SLM 1548, Malta.
Legal notices: All formal notices and legal correspondence relating to these Terms or your use of the Website should be sent in writing to AG Communications Limited at the address above, marked for the attention of the Legal Department.

Regulator and ADR Contact

UK Gambling Commission: Information about the Operator's licence (account number 39483) is available on the Gambling Commission's public register.
ADR (IBAS): You may contact Independent Betting Adjudication Service (IBAS) via its official website for details on how to submit a dispute once you have completed our internal complaints procedure.