Terms & conditions

1. Definitions

In this agreement, "MATE29", "we", "us" and "the operator" mean MATE29 Casino, the operator of mate29casino.com. "You", "the player" and "member" mean the individual holding the account. "Account" means the personal player account we open in your name. "Real-money balance" means funds you have deposited or won that are free of wagering conditions. "Bonus balance" means promotional credit subject to wagering conditions. "Wagering requirement" means the total turnover that must be staked before a bonus balance converts to real money. "Turnover" means the sum of all bets placed, regardless of outcome. "Round" means a single completed game cycle. "Services" means the website, games, cashier and support channels we provide. All monetary amounts are in Australian dollars unless stated otherwise, and all times refer to Australian Eastern Standard Time.

2. Eligibility

You must be at least 18 years of age to hold an account or place a bet. Providing a false date of birth is a fundamental breach of this agreement: the account will be closed, deposits will be returned to their source and all winnings will be void.

You must be legally permitted to gamble online under the laws of the jurisdiction you are accessing the Services from, and you are responsible for knowing what those laws are. We do not accept players resident in jurisdictions where the Services are prohibited, and we may block access by geographic location. Employees of MATE29, their immediate families, and staff of our game providers and payment partners may not hold player accounts.

You must open an account for yourself only, in your own name, and you may not act on behalf of any other person. Anyone currently subject to a self-exclusion at MATE29, or registered with a national self-exclusion scheme covering our Services, is not eligible to hold an active account.

3. Account registration

One account per person, per household, per IP address and per device. Where duplicate accounts are identified we reserve the right to close the additional accounts, void bonus winnings attributable to them and consolidate the real-money balances into a single account. Genuine accidental duplicates reported to support will be merged rather than penalised.

All registration information must be accurate, complete and kept current. If your name, address, email or mobile number changes you must update it before your next withdrawal. Providing false information entitles us to suspend the account until it is corrected.

You are solely responsible for keeping your login credentials confidential. Any activity conducted through your account is treated as your activity. Notify us immediately at [email protected] if you suspect unauthorised access; we will freeze the account while we investigate. We will never ask you for your password through any channel.

4. Verification and KYC

As a condition of our licence and of Australian anti-money-laundering obligations, we must verify the identity of every player. We will ask for a valid government photo identification document and a document evidencing your residential address dated within the previous three months. We may also request evidence of ownership of the payment method used, and, where account activity warrants it, evidence of source of funds.

Verification is a one-time process for most players. Once complete, subsequent withdrawals are processed automatically. We may re-verify at any time where account details change, where activity is inconsistent with the profile we hold, or where a regulator requires it.

Withdrawals will not be released until verification is complete. Documents are typically reviewed within 20 minutes during Australian waking hours. Where a document is rejected we will tell you the specific reason. Accounts that remain unverified for 90 days after a documentation request may be suspended, with deposited funds returned to their original source.

5. Deposits and withdrawals

Accepted deposit methods are PayID, Osko, POLi, direct bank transfer, Visa, Mastercard, Bitcoin and Tether. Deposits must be made from a payment instrument held in your own name. Third-party deposits are not accepted and will be returned. MATE29 charges no deposit or withdrawal fees on any method; your own bank or card issuer may apply charges of its own.

Minimum deposits are A$20 for PayID, Osko and POLi, A$25 for cryptocurrency, A$30 for cards and A$50 for bank transfer. The maximum withdrawal is A$50,000 per calendar day. Balances above that ceiling are paid across consecutive days without further request. Winnings derived from the A$17 no-deposit welcome credit are subject to a separate maximum cashout of A$170.

Withdrawals must return to the same method and the same named account used to deposit, so far as that method supports it. Where the original method is genuinely unavailable, we may approve an alternative in your own name on receipt of proof of ownership. Our rolling median processing time is 8 minutes 42 seconds for verified PayID and Osko withdrawals; card withdrawals are subject to card scheme timeframes of one to three business days.

We may delay or decline a withdrawal where verification is incomplete, where a bonus wagering requirement is outstanding, where the destination does not match our records, or where we reasonably suspect fraud, collusion or money laundering. Where a withdrawal is delayed we will tell you why. Deposits made and then withdrawn with negligible play may be returned net of any payment processing cost we incur, to prevent the Services being used as a transfer mechanism.

6. Bonus terms and wagering

Bonuses are optional. You may decline any bonus at the point it is offered, or ask support to remove an active bonus, in which case the bonus balance and any winnings attributable to it are forfeited and your real-money balance is unaffected.

The A$17 welcome credit requires mobile verification, carries a wagering requirement of 10× the bonus amount (A$170 of turnover) and a maximum cashout of A$170. Game contribution towards wagering is 100% for pokies, 10% for table games and 10% for live dealer games unless a specific promotion states otherwise. Unless a promotion says otherwise, the maximum single bet while a wagering requirement is outstanding is A$5, and bonus funds expire 30 days after credit.

Weekly cashback of 5% is calculated on net losses over the preceding seven days, credited as real money with no wagering requirement and no cap, and paid automatically each Monday. Lucky Draw prizes from the weekly A$888 pool are credited as real money. Bonus balances are always staked after real-money balances are exhausted, and winnings from bonus funds remain bonus funds until wagering is complete.

Bonus abuse — including but not limited to duplicate accounts, coordinated play between accounts, low-risk betting patterns designed solely to clear wagering, and arbitrage against a bonus — entitles us to void the bonus and any winnings derived from it. Where abuse is established, we may also close the account. Your own deposited funds are always returned.

7. Prohibited conduct

You must not use the Services for any unlawful purpose, and specifically must not: open or operate more than one account; permit any other person to use your account; use automated software, bots, scripts or artificial intelligence to place bets or interact with games; exploit a software defect, pricing error or game malfunction; collude with other players; use funds derived from criminal activity; attempt to gain unauthorised access to our systems; or abuse, threaten or harass our staff.

We monitor for these behaviours and may suspend an account while we investigate. Where a breach is established we may void affected bets, withhold winnings derived from the breach, close the account and report the matter to our licensing authority or to law enforcement. Funds you deposited that are unconnected to the breach will be returned.

8. Game malfunctions

A malfunction voids all plays and pays on the affected round. Where a game, the platform or a communications link fails, the outcome recorded on the game provider's server is definitive — not what was displayed on your screen. Rounds interrupted by a lost connection are settled server-side and will be completed when you next log in, with any winnings credited automatically.

Where a round is voided due to malfunction, all bets on that round are returned to your balance. If a malfunction has credited winnings that were not properly won, we may recover that amount from your balance, and you agree to return it if it has already been withdrawn. Where a displayed payout is obviously erroneous — for example a value inconsistent with the game's published paytable — the correct value applies.

9. Dormant and inactive accounts

An account with no login, deposit, bet or withdrawal for 12 consecutive months is treated as dormant. We will attempt to contact you at your registered email address before the account becomes dormant and again before any fee is applied.

A dormancy administration fee of A$5 per month, or the remaining balance if that is lower, may be applied to dormant accounts holding a positive balance. The fee will never take an account into a negative balance and stops once the balance reaches zero. Logging in reactivates the account immediately and stops the fee. Where an account holds a balance and has been dormant for six years, the balance is handled in accordance with applicable unclaimed money legislation.

10. Account closure and suspension

You may close your account at any time, without giving a reason, by contacting live chat or emailing [email protected]. We will pay out your real-money balance to your verified payment method and close the account, usually within one business day. Bonus balances with outstanding wagering are forfeited on closure.

We may suspend or close an account where you breach these terms, where verification cannot be completed, where we are directed to do so by a regulator or court, where we reasonably suspect fraudulent or criminal activity, or where continued play presents a clear risk of gambling harm. Where we close an account other than for fraud, your real-money balance is returned in full.

Closure at your request is not the same as self-exclusion. If you want an enforced barrier to re-registration, request self-exclusion instead; see our responsible gambling page.

11. Limitation of liability

The Services are provided on an "as is" basis. To the maximum extent permitted by law, we are not liable for indirect, incidental, special or consequential loss, including loss of profit, opportunity or data, arising from your use of the Services. We are not liable for losses caused by your own internet connection, device, browser or third-party software, nor for interruptions arising from events outside our reasonable control.

Where we are found liable notwithstanding the above, our aggregate liability is limited to the greater of the amount of the bet giving rise to the claim, or the balance of your account at the time the claim arose.

Nothing in this agreement excludes, restricts or modifies any guarantee, right or remedy conferred by the Australian Consumer Law or any other legislation that cannot lawfully be excluded. Where such a right applies, our liability is limited to resupplying the service or paying the cost of resupply, to the extent the law permits.

12. Complaints and dispute resolution

Raise the matter first with our support team through live chat or [email protected]. Use the word "complaint" and the ticket is escalated out of the normal queue to a duty manager. You will receive an acknowledgement with a reference number within 24 hours and a substantive written response within five business days.

If the response does not resolve the matter, you may request an internal review by our compliance team, which will be completed within a further 10 business days. If you remain dissatisfied after that, you are entitled to refer the dispute to our licensing authority, the Curacao Gaming Control Board, and we will provide the reference details and cooperate fully with any investigation. We will not close a complaint as resolved without explaining our reasoning to you in writing.

Complaints should be raised within 90 days of the event. Bet histories, session logs and transaction records are retained and available to support any investigation, and you may request a copy of your own records at any time.

13. Governing law and changes to these terms

This agreement is governed by the laws of Curacao, being the jurisdiction in which the Services are certified and operated. Nothing in this clause deprives you of the protection of any mandatory consumer law of your place of residence, and Australian residents retain all rights available to them under the Australian Consumer Law.

We may amend these terms to reflect changes in law, regulation, our services or our operating practices. Material changes will be notified to your registered email address and displayed on this page at least 14 days before they take effect, except where a change is required immediately by law or by a regulator. Continued use of the Services after the effective date constitutes acceptance. If you do not accept a change, you may close your account and withdraw your balance.

If any provision of this agreement is found unenforceable, that provision is severed and the remainder continues in force. Our failure to enforce a provision on any occasion is not a waiver of our right to enforce it later. This agreement is the entire agreement between us regarding the Services and supersedes any prior representation.