• MALTCO shall clearly and easily provide all available information to the players regarding the rules of the National Lottery Games and Additional Games, the cashing of the winnings and any other relevant information regarding the operation of the games, the draw and the claim period of any receipt relating to any National Lottery Game and Additional Games. Agents, sellers, players and the general public can call the Help Line Centre Tel: (+356) 2388 3333, (at a local call rate) for any information or clarification.
• Participation in all National Lottery Games and Additional Games is only allowed to players who are 18 years or over.
• MALTCO maintains the confidentiality of all winners of the National Lottery Games and Additional Games.
• Any and all personal data of players and/or winners, which is necessarily recorded in terms of law, is kept confidential and all data is collected and processed by MALTCO in accordance with the relevant data protection and privacy laws, including the EU General Data Protection Regulation (“GDPR”) and the Data Protection Act (Chapter 586 of the Laws of Malta) and any subsidiary legislation issued thereunder, as may be amended from time to time.
• MALTCO will deal with complaints and enquiries made by the players as expeditiously as possible and will review each and every case on its merits.
• Any person participating in any of the National Lottery Games and Additional Games accepts to be bound by the relevant provisions of the Lotteries and Other Games Act (Cap. 483 of the Laws of Malta), the Gaming Act (Cap. 583 of the Laws of Malta) and any applicable Regulations and Directives issued thereunder, and by the Game’s general and specific rules and procedures, as amended from time to time. The rules and procedures of the games are explained in the Players’ Booklet, which is available for inspection at all Points of Sale, at the offices of MALTCO during office hours and on MALTCO’s website.
• The player is solely responsible for verifying, at the time of purchase, that the ticket has not been cancelled, mutilated, altered or tampered with.
• The player(s) is responsible for the safe keeping of their ticket.
• MALTCO is not liable for any damage suffered by any player due to the non-observance of these rules and procedures or the instructions contained on the coupons/tickets or as otherwise communicated by MALTCO, its Agents or Sellers. No claim shall be accepted in case of cancelled, stolen, lost or destroyed tickets or receipts.
• The owner of a receipt/ticket with a technical printing defect is only entitled to a refund of ticket and shall not have any other claim against MALTCO.
• MALTCO is not liable to pay interest on any winnings in respect of any period during which the payment of the winnings is postponed due to situations where the validity checking requires investigation, or where inquiry on the identity of the claimant is necessary or where a dispute needs to be resolved.
• MALTCO is not liable to any person for any loss (whether such loss is direct, indirect or concerns the loss of the chance to participate) arising from the withdrawal of any game or from the participation or non-participation of any person in any game except in cases of gross negligence or willful default.
• In the event that the Game’s general or specific rules do not, or do not clearly, cater for a solution on any matter which may arise, then MALTCO shall decide on this matter together with the Malta Gaming Authority.
• MALTCO shall determine the dates and times within which participation in a particular game is possible. Registration and transcription of data shall not be possible beyond the dates and hours fixed by MALTCO.

How the Player finds out if he/she is a winner?

There are several ways the player can find out if he/she is a winner:

• Visit any MALTCO authorised Point of Sale and check the ticket through the ticket checker or have the ticket verified through the terminal. Phone the Help Line Centre on telephone number (+356) 2388 3333.
• Visit the website at www.maltco.com where the player will find all game results.
• The draws / results may be broadcasted on TV or shown on the screens within the authorised Point of Sale.
• In case of winnings from purchases done through Maltco iLottery, an email will be sent informing you about your winnings.

In case of conflict between the published result/s and the result/s provided by the terminal as registered in MALTCO’s central system, the results in the central system shall prevail.

For more details about the prize payments for Maltco iLottery, please visit: https://online.maltco.com

• If the player has a complaint, the player can call MALTCO on (+356) 2388 3333 or send an email on . MALTCO will acknowledge receipt of the player’s complaint within the next working day.
• MALTCO will use its reasonable efforts to resolve a reported matter promptly, and in any case no later than ten (10) days from the date of receipt of the player’s complaint.
• Where the nature of the complaint is such that more time is necessary to resolve the matter, the period for resolving the matter may be extended by a further period of ten(10) days. The player shall be informed within the first ten (10) days from the date of receipt of the complaint should this period need to be extended.
• For the player’s protection and to ensure the best possible service to the player by MALTCO, telephone conversations and other relevant communication between the player and MALTCO may be recorded and/or monitored.
• All personal data collected from the player will be handled in compliance with the relevant data protection and privacy laws, including the EU General Data Protection Regulation (“GDPR”) and the Data Protection Act (Chapter 586 of the Laws of Malta) and any subsidiary legislation issued thereunder, as may be amended from time to time. More details can be found on MALTCO’s Data Protection and Privacy Policy on https://www.maltco.com/security/privacy_policy/.
• MALTCO will not tolerate derogatory, abusive or violent behaviour or statements that are threatening, vulgar, defamatory or otherwise offensive. Should the player behave in any such manner towards MALTCO employees, MALTCO reserves the right to stop all communication and/or replies from MALTCO, and/or take any further measures as may be deemed appropriate, including reporting to relevant local authorities and law enforcement agencies.
• If the player is not satisfied with MALTCO’s response or if a claim cannot be resolved, the player may contact Pardee Consulta, an Alternative Dispute Resolution (“ADR”) provider, at:

Pardee Consulta Ltd
First Floor, Victoria Buildings,
8, Triq l-Ghenieq,
Naxxar, Malta.

e-mail:
phone: +356 2143 3000
web: www.pardeeconsulta.eu


• Alternatively, players of https://online.maltco.com may also make use of the European Online Dispute Resolution (“ODR”) platform to file a complaint, which will be resolved by an independent dispute resolution body.
• In the event that the player considers the gaming service to be conducted in a way that is unlawful, not safe, fair or transparent he/ she may also bring such complaints to the attention of the Malta Gaming Authority (“MGA”) by sending an email on or alternatively by clicking on https://www.mga.org.mt/support/. The MGA will not be able to decide the merits of the disputes since this function is reserved for Pardee Consulta Limited as the approved ADR entity for handling disputes.

ALL CUSTOMERS who would like to carry out any transaction amounting to two thousand euro (€2,000)* or more, whether PLAY and/or CASHING, in a single operation or in several operations which appear to be linked, in a Maltco Point of Sale, are obliged to provide the below in accordance with the Prevention of Money Laundering and Funding of Terrorism Regulations (“PMLFTR”) (SL 373.01) of the Laws of Malta:

• IDENTIFICATION (Name, surname, personal identity number, residential address, place of birth, date of birth and nationality);
• VERIFICATION on the basis of reliable documents, data or information that is, a copy of a valid and unexpired National ID card, Passport, Driving licence or Residence card.
  The residential address may be verified by documents such as a utility bill, bank statement, conduct certificate or other governmental document (issued within the last six (6) months); and
• Information and/or supporting documentation on SOURCE OF WEALTH (SoW) and SOURCE OF FUNDS (SoF), in case of PLAYS.

*Nevertheless, Maltco Lotteries may introduce lower thresholds than Eur 2,000 from time to time in any Point of Sale, as communicated by the authorised agent or seller. Customers will be required to provide the above-mentioned documentation even though the amount transacted by them is below the Eur 2,000.

No tickets will be played and no tickets will be cashed without carrying out Customer Due Diligence.

Furthermore, any customer may be requested to stop transacting (play and cash) with Maltco Lotteries if the required Customer Due Diligence is not fully satisfied.

The printed ticket is the only valid document for prize payment. The prizes will be paid to whoever presents the winning ticket. A payment receipt will be issued from the terminal.

• Prizes up to €5,000 are payable at any Maltco Point of Sale.
• Prizes over €5,000 are payable during offices hours at Maltco Head Office (MALTCO LOTTERIES Limited, Hal Mann Buildings, 2nd Floor, St. Michael Street, Iklin IKL 1011)

A sixty (60) day claim period from the respective draw day applies for all prizes apart from Scratchers which have a one (1) year claim period. If the last claim day falls on a Saturday, Sunday or a Public Holiday, the claim period will be extended to the first working day thereafter. Provided that upon the lapse of this established sixty (60) day period, any unclaimed prize shall be transferred to the Malta Gaming Authority and the player shall no longer have recourse against MALTCO to such prize.

The holder of a winning ticket will not be able to claim his/her prize/s if:

• The winner is a minor i.e. under eighteen (18) years of age, or a prohibited ticket holder.
• The ticket has been tampered with in any way.
• Both the barcode and the barcode number are unreadable / destroyed.
In this case however, the Player can still claim his / her prize from Maltco’s Head Office with the relevant ticket, IF the ticket contains ALL the following:
• CRC Number.
• DRAW DATE.
• AGENT or SELLER Number.
• TERMINAL Number.
• COUPON Number.


• The barcode is not readable, and the authenticity of the ticket cannot be ascertained.
• The ticket has been acquired in breach of any laws, regulations and/or rules at the time of acquisition.

Prior to the pay-out of winnings, Maltco may take such time as is reasonably necessary for the purposes of ensuring that the Player played in a fair manner, verifying the Player’s identity, conducting security and other internal procedures, ensuring that the rules and regulations relating to the game or event have been complied with by the Player, and carrying out customer due diligence measures in terms of Anti-Money Laundering (“AML”) legislation, or any other regulatory instrument.

In the case where Maltco determines that the player did not play in a fair manner and/or the player did not fully comply with the terms and conditions of the respective game(s), Maltco reserves the right to suspend the pay-out of winnings for as long as it is necessary to verify such incident and to take the appropriate action accordingly. Such cases include where there is reasonable doubt that the outcome of an event has been tampered with or where the player has breached the rules and official regulations governing an event or where there is evidence questioning the credibility of an event.

The payment of a ticket that participates in consecutive draws and wins in one (1) or more draws can be affected separately after the completion of each respective draw or collectively after multiple winning draws as long as this is performed within the claim period valid for every draw.

The Terms and Conditions regulate the use of the Games via the Website. These Terms and Conditions and any document expressly referred to therein, as well as any guidelines or rules posted on the Website, constitute an agreement and understanding between Maltco and the Users and govern the contractual relationship between them. Kindly read these Terms and Conditions carefully and ensure you understand them. Should you not agree with their contents, please refrain from using the Website any further. Maltco also encourages you to familiarise yourself with Maltco’s Privacy Policy and Cookie Policy.

Maltco Lotteries Limited is a Maltese registered company (C-32326) having its registered address at Hal Mann Buildings, 2nd Floor, Saint Michael Street, Iklin, IKL 1011, Malta.

Maltco Lotteries Limited is licensed in Malta and regulated by the Malta Gaming Authority (“MGA”) and operates the National Lottery and Additional Games under licence number LGA/NL/02 issued on the 27th June 2012.

Maltco Lotteries Limited is herein referred to as “Maltco”, “We”, “Us” or “Our” and the user and registered account holder shall be referred to as “User” “you”, “your/s” as and where appropriate.

“Account” refers to the account held by the User with Maltco;

“Cookie Policy” refers to the document of the same name published on the Website, as the same may be amended from time to time;

“Game” or “Games” refers to Lotto, Quaterno +, Super 5, SUPERSTAR and Quick Keno provided by Maltco via the Website;

“Game Rules” refers to the rules applicable to specific Games published on the Website, as the same may be amended from time to time;

“Terms and Conditions” refer to the terms and conditions contained in this text, as the same may be amended from time to time;

“Privacy Policy” refers to the document of the same name published on the Website, as the same may be amended from time to time;

“Payment Provider” refers to the payment service provider that will accept and process electronic payment and winning transactions;

“Website” or “Websites” refers to https://online.maltco.com.

The version of the Terms and Conditions is currently Version 4.0 uploaded on 03rd May 2021. It is valid until a new version is in place on the Website and is accepted by the User.

You must read and understand these Terms and Conditions fully before registering an Account with Maltco.

Maltco reserves the right to modify the Terms and Conditions at any time for any reason including to comply with applicable laws and regulations, as well as other regulatory requirements. Whenever changes are made to the Terms and Conditions, Maltco will notify the User in advance. The User will then be required to confirm his/her acceptance of the contents of the updated Terms and Conditions. Amendments will become effective immediately upon being posted on the Website and being accepted by the User. If the User does not agree with the updated Terms and Conditions, the User will no longer be able to play on the Website but he/she shall be allowed to cash his/her winnings. The full Terms and Conditions are available on the front page of the Website at all times. It is always recommended that the User checks the Terms and Conditions from time to time to ensure that he/she agrees with them. All versions are dated.

These Terms and Conditions are governed by the laws of Malta. Maltco and the User agree that any dispute, controversy or claim arising out of or in connection with these Terms and Conditions, or the breach, termination or invalidity thereof, shall be submitted to the jurisdiction of the Maltese courts.

By accepting these Terms and/or registering to use the Website and/or the Service, the User agrees that:

1. All information supplied when registering with the Website and/or services must be accurate, true and complete in all aspects. In particular, when using a credit or debit card, the cardholder's name must be the same as the name used when registering with the Website and/or Services. In the event that Maltco has reason to believe that the information given is inaccurate, Maltco is entitled to suspend or terminate the User’s Account and to treat such occurrence in accordance with the conditions listed in the section entitled “Breach of Terms”.
2. During or after the registration process, Maltco may ask the User to provide documents required as part of the “Know Your Customer” (KYC) process in accordance with its own customer due diligence procedures. Kindly refer to the section entitled “Anti-Money Laundering & Combatting the Financing of Terrorism (AML/CFT) / Know Your Customer (KYC) Procedures.
3. As part of registration and the ongoing monitoring of the User’s Account, Maltco may supply the User’s information details to authorised credit reference agencies, to confirm the User’s identity and payment card details. The User agrees that Maltco may process such information in connection with the User’s registration.
4. Maltco accepts only one (1) active Account per person. Having more than one (1) Account per physical User is strictly forbidden. The User’s Account must be registered in the User’s own, correct, name and personal details and it shall only be issued once for each User. The User shall not make duplicate registrations through any other person, including family members or persons residing within the same household. Furthermore, for the purposes of security, customer due diligence measures and fraud prevention, Maltco’s system automatically disallows any registration with the same User’s email address and personal identification number for an active Account. In the event that the User Account is deleted upon the User’s request to exercise the right for erasure, the User agrees that such request is attributed to the User’s account username as provided by them and therefore the User may be precluded from using the same Account username and/or other identifying criteria for the re-opening of a new account. Maltco retains the right to close any duplicate Account. Should Maltco identify that a User is operating, managing or otherwise making use of more than one (1) Account, Maltco may block or close any or all of the User’s Accounts at its discretion.
5. Maltco accepts only natural persons. Neither a legal entity nor body corporate is allowed to open or to have an Account on Maltco’s Gaming Website.
6. It is prohibited for the User to sell, pledge, transfer and/or acquire Accounts to/from other Users.
7. The base currency is EURO (€).
8. Funds can only be remitted to the same Account (same source) from where they were received / originated at the deposit stage.
9. Users shall not treat Maltco as a financial institution nor expect interest on their deposits.
10. Should any amount by credited erroneously to a User´s Account, this should be reported immediately to Maltco. Any winnings and funds caused by an error are invalid regardless of how they occurred.
11. The use of any software program which facilitates artificial intelligence is strictly prohibited. Prohibited software may include software (e.g. scripts, bots or spiders) which Maltco believes to be a software which allows Users to cheat or gives one User an unjust advantage over other Users while betting or wagering on the Website. Maltco reserves the right to take action in order to detect and prevent the use of such software by Users. Should Maltco identify or suspect for good reason the use of prohibited programs, Maltco reserves the right to block the relevant User’s Account for a period of at least six (6) months, to confiscate any funds in that Account and/or to suspend the User from using its services permanently.
12. In the event of misconduct by a User, an indication of fraud, manipulation, cash-back arbitrage, or other forms of deceitful or fraudulent activity Maltco is entitled to treat such occurrence as a breach of this agreement hence the clauses applicable in the section “Breach of terms” will apply.
13. In countries where the report of winnings and losses is legally prescribed by legal authority or financial institution, the User is responsible for reporting his/her winnings and losses to such authorities.
14. Maltco will treat all the information that the User entrusts to it in a highly confidential manner and in accordance with the disclosures it provides during the registration process and in accordance with its Privacy Policy.
15. Maltco monitors all Accounts and data in the strictest confidence. An obligation to disclose User activity may be requested by the relevant authorities, such as the Malta Gaming Authority (MGA) or the Malta Financial Intelligence Analysis Unit (FIAU).
16. Maltco reserves the right to refuse a User registration, to impose certain conditions, to extend or change the services, to withdraw betting markets or other services, to reject bets in general and to limit bets, winnings, odds or stakes at any time without providing any reasons and at its own discretion.
17. There is no general right to registration, opening an Account or placing a bet on Maltco’s Website.
18. If a User’s registration has been refused or the Account has been closed at Maltco’s sole discretion, the contractual obligations already made will be honoured.
19. Maltco may waive the right or provision from these General Terms and Conditions in particular cases. Maltco will not be held liable and the User has no claim for a waiver of such right or provision in future matters.

Furthermore, by accepting the Terms and conditions, the User further agrees and / or commits that:

1. The User has completed the registration form truthfully and correctly.
2. The User is not an individual under 18 years of age or other higher minimum legal age in User´s jurisdiction.
3. The User is neither under legal supervision nor restricted in his business activities.
4. The User has registered personally and will carry out transactions on his/her behalf and not on behalf of someone else.
5. The User uses the Account for personal use and has no commercial intentions.
6. The User does not use funds gained through criminal or illegal activities.
7. The User has no knowledge about any bet result of the underlying bet before placing it.
8. The User is not classified as a compulsive gambler.
9. The User has not been excluded from gambling.
10. The User did not already have an Account with Maltco which was closed due to collusion, cheating, fraud and criminal activity, for responsible gambling reasons, for breach of the T&Cs or at the User’s request (responsible gambling related).
11. The User understands and accepts the risk that, by using the Services, the User may, both win and lose money;
12. The User has no multiple active Accounts on Maltco´s Website.

To register for an Account on this Website and /or use Maltco’s online services, the User must:

• be legally of age (strictly 18 years or over);
• reside and physically located exclusively in the Maltese Islands. Access to the Website from any other jurisdiction is prohibited;
• have a credit or debit card, with a banking institution established in the EEA or in a reputable jurisdiction, and as approved by the Payment Provider;
• fully and accurately compile the online registration form; and
• fully comply with Maltco’s Terms and Conditions, including its Privacy Policy and Cookie Policy

Furthermore, Users must:

• open only one Account;
• never access the Website or service through another person's account;
• not use the Account or the service for any professional, business or commercial purpose;
• not allow another person to use and/or access their Account;
• not transfer funds from their Account to any other User Account or receive funds from others into their Account;
• not sell, transfer and/or acquire Website Accounts to and/or from other users;

The User shall ensure that the registration details are always kept up-to-date and shall proceed to make any necessary changes without undue delay. It is the User’s responsibility to inform Maltco with any changes to the registration details by sending an email to together with a copy of proof of address and valid ID or any other documents supporting the requested change.

Maltco reserves the right to refuse any Account registration request, in accordance with the above rules and at its sole discretion.

In order to register for an Account, the User must personally compile the online registration form which includes the following details:

User’s Identity – The User warrants to provide true, accurate, current and complete information regarding identity during the registration process. Any false information or impersonation of any person or entity, misrepresentation regarding any affiliation with another person, entity or association, use of false headers or other acts or omissions to conceal one’s identity from Maltco for any purpose will be prosecuted under the fullest extent of the law. Anonymous and fictitious Accounts are hereby expressly forbidden. A User accessing the Website may be asked to provide valid subsisting verification of identity and relevant information.

Date of Birth – – Users must assure Maltco that they are over 18 years of age. No person under 18 years of age or other higher minimum legal age in User´s jurisdiction may be registered as a User. Following the receipt of a User’s application, Maltco may ask the User to provide further proof of age, as part of Maltco’s age verification checks. If age verification has not been satisfactorily completed, Maltco may:

• suspend the User’s Account;
• restrict the User’s to the Website and/or the services until age verification has been successfully completed; and
• if on completion of age verification the user is shown not to be legally of age, Maltco will return any monies wagered and confiscate all winnings if any.

Residential Address – Users are required to enter their residential address in the appropriate fields as required including house name or number, street, city, post code and country of residence. It is the User’s responsibility to ensure that online gambling is legal in his/her country of residence.

Place of Birth & Nationality – These fields shall be completed with the User’s birthplace and nationality as shown on the User’s identity card or passport.

Gender - Users must enter their respective gender by selecting between male, female or gender x else select the not specified option.

ID number – Users shall enter their ID card number or passport number or driving licence or residence card in this field and select the corresponding card type. If the card type is not listed, then the User shall select “Other”.

Email and contact number - The User´s valid e-mail address and contact number (phone/mobile);

Password – The password must contain minimum: 8 characters and maximum: 14 characters and should include at least 1 digit, 1 special character and 1 capital letter or 1 lower case letter. The User is advised to choose a strong and non-predictable password for security reasons and is responsible for ensuring that this password is kept highly confidential.

The User is responsible for securing the Password for the Account. Maltco is in no way responsible for any access to a User´s Account by a third person and will not be held responsible for any loss suffered due to the illicit use or unauthorised access to the User’s Account by a third person. In the event that there is concern that the Password has become known to others, the User should notify Maltco immediately.

CAPTCHA - Users are required to type in the Letters presented in the CAPTCHA window. This is a security check to ensure only human users can pass through.

Check boxes – Users would be required to confirm by ticking the following check boxes:

1. Confirmation that the User has read and is in agreement with the Terms and Conditions (Mandatory);
2. Confirmation that User is of legal age (18+) (Mandatory);
3. Confirmation that the User has read and is in agreement with the Privacy Policy and Cookie Policy (Mandatory);
4. Confirmation whether User would like to receive any marketing material and offers from Maltco (Optional).

Once all information is compiled and form is submitted, User will be notified that an email has been sent by the system to the User’s mailbox and is asked to click on the link provided in the e-mail to verify ownership of the e-mail account.

A User must be verified in accordance with these requisites before his/her registration is considered complete.

The below are AML/CFT rules:

1. No person shall use the Website for the purpose of money laundering.
2. Maltco may employ the best-practice anti-money laundering procedures.
3. Maltco reserves the right to refuse to do business with, to discontinue to do business with, and to reverse the transactions of Users, who do not accept or conform to the following anti-money laundering requirements and policies.
4. Winnings will only be paid to the individual who initially registered the account and therefore, Maltco shall remit the funds to the same source through the same channels used to receive the funds.
5. When a User funds an Account by means of credit/debit card deposits, winnings will only be distributed to the individual whose name appears on the card used to make the deposit and only be paid back to the same card.
6. In special circumstances, such as a change of card due to card expiry or a change of financial institution, the User may submit a written request to Maltco support and customer care on , explaining the circumstance and providing the necessary documentation as to why winnings or withdrawals should be directed to another account or card. Maltco will process such request and when deemed necessary shall seek a regulatory ruling from the MGA. Approval of such requests are the prerogative of Maltco.
7. No winnings may be collected on Accounts opened under false names or on duplicate/multiple Accounts opened by the same person.
8. Before remitting funds to the player, Maltco shall take such time as is reasonably necessary for the purpose of:
1. verifying the player’s identity;
2. conducting security and other internal procedures;
3. ensuring that the rules relating to the game, and the award of the prizes have been complied with by the player; and
4. performing such other customer due diligence measures required in terms of AML legislation, or any other regulatory instrument
   
   
9. Wagering and/or depositing money from ill-gotten means is unlawful and not allowed.
10. Transfer of funds between Maltco Account holders are not allowed.
11. Maltco and any relevant regulatory institutions can monitor or request to review all transactions in order to prevent money laundering and to counter the financing of terrorism.
12. Maltco will take all the necessary actions it deems fit and in any case in compliance with the applicable laws and regulations in cases where there are any suspicious or fraudulent transactions. Maltco shall report any suspicious transactions to the relevant authorities

For the purposes of Know your Customer (KYC), the below customer due diligence measures shall apply:


13. Plays and/or withdrawals of Eur 2,000 or more, whether in a single transaction or cumulatively in separate transactions, will not be affected unless all necessary documentation as per customer due diligence measures are submitted by the User.
14. Maltco reserves the right to verify the User’s identity, age and location at any time before processing any amount of play and/or withdrawal.
15. The KYC documents required may include but are not limited to the User’s identity documentation such as passport or national identity card or driving licence, verification of residential address, proof of payment details, information and/or evidence of source of funds and/or source of wealth, information on occupation/employment/business, bank statements and /or utility bills.
16. Any and all documentation submitted by the User must be clear, legible and of good quality.
17. Furthermore, (i) identity documentation must be valid and unexpired; and (ii) verification of the User’s residential address must not be more than six (6) months old. Users will also be asked to re-submit their documentation if the ones previously submitted have expired or are no longer valid. Maltco may ask the User to provide certified/notarised copies of the User’s KYC documents in case these are required in order for Maltco to be able to comply with statutory and/or regulatory requirements, including but not limited to Anti Money Laundering requirements.
18. It should be noted that Users have thirty (30) days from the date of request to send Maltco their KYC documents.
19. Once a request for such documents has been made by Maltco, no plays and/or withdrawals of any amount will be permitted until all KYC documents would have been received and the due diligence measures would have been satisfied.
20. If a User fails to comply with Maltco’s requirement to provide KYC Documents during a consecutive period of thirty (30) days, Maltco will terminate the relationship with such User.
    

Payments are only accepted with funds transferred from bank issued cards supporting Visa and Mastercard with a banking/credit institution established in the EEA or in a reputable jurisdiction. Card issuers from the following countries are considered blacklisted and will not be accepted: Bahamas, Barbados, Botswana, Cambodia, Sri Lanka, Ethiopia, Ghana, Iceland, Iran Islamic Republic of, Jamaica, Korea Democratic People’s Republic of, Mauritius, Mongolia, Nicaragua, Pakistan, Panama, Zimbabwe, Syrian Arab Republic, Tunisia, Uganda and Yemen. Cash payments will not be accepted.

Immediately following the confirmation of the winnings and in the absence of a player wallet, winnings will be transferred to the card account used to pay for the play transaction, subject to any restrictions mentioned hereunder.

Winnings will not be paid in cash and winners will be notified of their winnings through an automatically generated email.

In the below situation/s winnings will not be paid instantly:

• Winnings that meet or exceed the €2,000 threshold either daily or on a rolling period of 180 days will require additional customer due diligence. Winnings will be paid following the successful completion of the customer due diligence.
• In the event that the transfer of winnings cannot be completed due to card account closure or expired card and have to be paid to an alternative bank account in the name of the customer (refer to below procedure).
• Due to Visa and Mastercard restrictions, individual winnings of more than €50,000 will have to be paid to an alternative bank account in the name of the customer (refer to below procedure).

If winnings cannot be transferred to the card account used to pay for the play transaction due to any of the above, the following procedure shall apply:

1. CDD checks will be performed.
2. An email will be sent to the customer’s registered email notifying him/her of their respective winnings and to contact Maltco.
3. The customer will be asked to send an email from the registered email address including the bank account details to which the winnings will be transferred.
4. A copy of bank documentation will also be requested to confirm that the account is in the name of the customer.
5. Following successful completion of the above a bank transfer will be made to the customer’s bank account.

Maltco may hold the payment of winnings provided it has sufficient evidence that the player provided misleading and fraudulent information or else the bet was done in breach of any laws, regulations and/or rules at the time of the transaction.

Maltco Lotteries Limited is committed to providing users of https://online.maltco.com a transparent and accountable environment, based on responsible gaming principles. The Company’s mission is to provide players with the most entertaining games, but it is also the Company’s responsibility to help prevent compulsive usage and enable online users to play sensibly. Maltco’s websites provide useful information and copious tools aimed to help users self-check, to see if they have a problem, and then take the necessary measures if they need to.

(Refer to Responsible Gaming Chapter)

1. Player wallets will not be available.
2. Play transactions will be paid instantly following player registration and play selections.
3. Maltco will only accept card payments in EUR currency.
4. Maltco will only accept bank issued cards with a banking/credit institution established in the EEA or in a reputable jurisdiction.
5. Cards issued from institutions in the following countries are considered blacklisted and will not be accepted: Bahamas, Barbados, Botswana, Cambodia, Sri Lanka, Ethiopia, Ghana, Iceland, Iran Islamic Republic of, Jamaica, Korea Democratic People’s Republic of, Mauritius, Mongolia, Nicaragua, Pakistan, Panama, Zimbabwe, Syrian Arab Republic, Tunisia, Uganda and Yemen.
6. Maltco will not charge any processing fees.
7. The card used must be in the name of the registered player.
8. The card details provided can only be used by the same registered player and shall not be used by other players.
9. Participation in the draw is subject to clearance of payment.
10. It is unlawful for the player to use funds the player is not authorized to use, or funds obtained from illegal activities.
11. Play transactions that meet or exceed the €2,000 threshold either daily or on a rolling period of 180 days will require additional customer due diligence.

Tickets purchased through https://online.maltco.com participate in the respective game draws as indicated on the virtual ticket. In the event of an extreme case of a force majeure, Maltco Lotteries with the authorisation of the MGA reserves the right to postpone the upcoming draws to a later date. However, purchased tickets for any of these draws, will remain valid for when these draws are resumed.

1. Winnings are paid instantly following the draw, subject to certain restrictions mentioned hereunder.
2. Winnings will only be paid to the individual who initially registered the account and are remitted only to the card used to pay for the play transaction, where possible.
3. Winnings that meet or exceed the €2,000 threshold either daily or on a rolling period of 180 days will require additional customer due diligence.

4. In special circumstances, where winnings cannot be transferred to the card account used to pay for the play transaction either due to an expired card, blocked card, card closure, change of financial institution or any other reason beyond Maltco’s control, the player may submit a written request to Maltco support and customer care on support@maltco.net, explaining the circumstance and providing the necessary documentation as to why winnings should be directed to another bank account. Maltco will process such request and when deemed necessary shall seek a regulatory ruling from the Malta Gaming Authority. Approval of such requests are the prerogative of Maltco. In these same special circumstances where winnings cannot be completed due to the above reasons the following procedure shall apply:

   • An email will be sent to the player’s registered email address notifying him/her of their respective winnings and to contact Maltco.
   • The player will be asked to send an email from the registered email address including the bank account details to which the winnings will be transferred.
   • A copy of bank documentation will also be requested to confirm that the account is in the name of the player.
   • Following successful completion of the above, a bank transfer will be made to the player’s bank account.
     
     

   In the event that you do not make contact with us and/or Maltco is unable to reach you, your winnings will be safely kept by Maltco on your behalf. If however, no wager is recorded from your account for a period of 365 days, then your account will be deemed to be inactive in accordance with these Terms and Conditions and Maltco may proceed to close your account. In case of such closure of your account, Maltco may appropriate the winnings in its favour subject to satisfying the conditions stipulated in the MGA’s Gaming Authorizations and Compliance Directive (as per clause 34 thereof) and/or as directed by the MGA. These types of winning scenarios can only be paid to a bank account.

5. Maltco will not charge any processing fees.
6. Prior to the pay-out of winnings, Maltco may take such time as is reasonably necessary for the purposes of ensuring that the player played in a fair manner, verifying the player’s identity, checking for misleading and fraudulent information provided by the player, conducting security and other internal procedures, ensuring that the rules and regulations relating to the game or event have been complied with by the player, and carrying out customer due diligence measures in terms of Anti-Money Laundering (“AML”) legislation, or any other regulatory instrument.
7. In the case where Maltco determines that the player did not play in a fair manner and/or the player did not fully comply with the terms and conditions of the respective game(s), Maltco reserves the right to suspend the pay-out of winnings for as long as it is necessary to verify such incident and to take the appropriate action accordingly. Such cases include where there is reasonable doubt that the outcome of an event has been tampered with or where the player has breached the rules and official regulations governing an event or where there is evidence questioning the credibility of an event.

Users who would like to close their Account or who would like to re-open/re-activate their account after closing it should contact our customer support team on . If a User would like to close an Account due to experiencing difficulty in controlling his/her gambling, kindly refer to Section 8..

In order for Maltco to provide its Users with access to its online services, Maltco must process some of the Users’ personal data. Maltco assures its Users that it meets all statutory requirements with respect to the processing of their personal data. Any person accessing the User’s personal data will only access such data on a need-to-know basis and will keep the personal data confidential. The User is responsible to read and accept Maltco’s Privacy Policy before submitting any personal data to the Website and undertake to provide Maltco with true, updated and accurate information about his/her identity. Kindly refer to Maltco’s Privacy Policy https://www.maltco.com/security/privacy_policy/ (for more information in respect of the usage and storage of the Users’ personal information).

In addition to the above, Maltco may collect information about computers, including IP addresses, for system administration purposes. This is data about the users’ browsing actions and patterns and does not identify any individual. Maltco may therefore obtain information about general internet usage by using a cookie file which is stored on the hard drive of the computer. Cookies contain information that is transferred to the computer's hard drive. Such cookies help the Company to improve the Website and to deliver better and more personalised services.

A User may refuse to accept cookies by activating a setting on the browser which allows one to refuse the setting of cookies. However, activating such setting may mean that the User may be unable to access certain parts of the Website.

For further information please refer to Maltco’s Cookie Policy https://www.maltco.com/security/cookie_policy/.

An Account is deemed to be ‘inactive’ during any period in which a User’s Account has not recorded any log in and/or log out for a period exceeding 12 consecutive months.

If a User’s Account is inactive for a period of 365 consecutive days, Maltco may close the User’s Account. In this case, Maltco shall take reasonable steps to notify the User, using the details provided during the registration process (or as updated by the User).

The contents of this Website are subject to copyright and other proprietary rights which are either owned by Maltco or used under licence from third party rights owners.

No rights whatsoever are granted to the User to use or reproduce any intellectual property rights, including know-how or trade names, trademarks or logos which appear on the Website.

To the extent that any material contained on the Website may be downloaded or printed then such material may be downloaded or printed solely for the User’s personal reference and non-commercial use.

The User acknowledges that the services offered on the Website are for entertainment purposes only. The User is not required to use Maltco’s services and Maltco endeavours to ensure that the Website and the services available through it are available to Users as much as is reasonably possible, but Maltco cannot and does not guarantee that:

1. The Website will be available at any specific time or for any specific period;
2. The Website’s features, functionality or performance will meet the User’s requirements or those of third parties; or
3. The Website or its features and functionality are, or will be, compatible with, or available on, the device or system used by a User to access the Website.

Maltco will use reasonable endevours to ensure that the results and winnings provided by it are correct. In spite of all endevours for warranty of the accuracy of this information, Maltco shall have no liability for errors which are discovered only after winnings have been paid out where such error is based on incorrect information that is published by a relevant publisher of that information relevant to those winnings.

Maltco, at its sole discretion, may suspend or terminate a User’s Account at any time, for any reason and when there are reasonable grounds to believe that a User has breached in whole or in part any provision contained in these Terms.

In this case, Maltco will void all outstanding Tickets, Bets and/or Stakes and return all associated staked amounts and remainder amounts in the User’s Account to the User less any attributable and irrecoverable expenses incurred by Maltco.

Irrespective of the foregoing, if any of the following instances occurs, Maltco has the right to withhold the whole or part of the User’s balance and/or recover from the Account the amount of any wagering, deposits, pay outs, bonuses or winnings which have been affected by or are in any way attributable to any of the events listed in below namely:

1. User become bankrupt;
2. Maltco has reasonable grounds to believe that the User used an Account in another individual's name or for another individual's benefit, or acted in concert with other individuals;
3. Maltco reasonably believes that the User used the Website and/or the Services in a fraudulent manner or for illegal and/or unlawful purposes, including, but not limited to, any criminal activity;
4. Maltco reasonably believes that the User has used the Website and/or the Services in an unfair manner, has deliberately cheated or taken unfair advantage of Maltco or any of our customers;
5. Maltco reasonably believes that actions from your Account, in relation to your use of the Website and/or the Services, were executed using artificial intelligence;
6. Maltco is requested to do so by any law enforcement agency, any regulatory authority or court order;
7. Maltco reasonably believes that the User has attempted to access the Services from a Prohibited Jurisdiction;
8. Maltco reasonably believes that the User has abused bonuses or other promotions; or
9. Maltco reasonably believes that the User has used unfair external factors or influences.
.

The rights set out in this clause do not affect any other rights that Maltco may have against the User under these Terms or otherwise.

• If the player has a complaint, the player can call MALTCO on (+356) 2388 3333 or send an email on . MALTCO will acknowledge receipt of the player’s complaint within the next working day.
• MALTCO will use its reasonable efforts to resolve a reported matter promptly, and in any case no later than ten (10) days from the date of receipt of the player’s complaint.
• Where the nature of the complaint is such that more time is necessary to resolve the matter, the period for resolving the matter may be extended by a further period of ten (10) days. The player shall be informed within the first ten (10) days from the date of receipt of the complaint should this period need to be extended.
• For the player’s protection and to ensure the best possible service to the player by MALTCO, telephone conversations and other relevant communication between the player and MALTCO may be recorded and/or monitored.
• All personal data collected from the player will be handled in compliance with the relevant data protection and privacy laws, including the EU General Data Protection Regulation (“GDPR”) and the Data Protection Act (Chapter 586 of the Laws of Malta) and any subsidiary legislation issued thereunder, as may be amended from time to time. More details can be found on MALTCO’s Data Protection and Privacy Policy on https://www.maltco.com/security/privacy_policy/.
• MALTCO will not tolerate derogatory, abusive or violent behaviour or statements that are threatening, vulgar, defamatory or otherwise offensive. Should the player behave in any such manner towards MALTCO employees, MALTCO reserves the right to stop all communication and/or replies from MALTCO, and/or take any further measures as may be deemed appropriate, including reporting to relevant local authorities and law enforcement agencies.
• If the player is not satisfied with MALTCO’s response or if a claim cannot be resolved, the player may contact Pardee Consulta, an Alternative Dispute Resolution (“ADR”) provider, at:

  Pardee Consulta Limited
  First Floor, Victoria Buildings,
  8, Triq l-Ghenieq,
  Naxxar, Malta.
  e-mail:
  phone: +356 2143 3000
  web: www.pardeeconsulta.eu.
  
  

• Alternatively, players of https://online.maltco.com may also make use of the European Online Dispute Resolution (ODR) platform to file a complaint, which will be resolved by an independent dispute resolution body.
• In the event that the player considers the gaming service to be conducted in a way that is unlawful, not safe, fair or transparent he/ she may also bring such complaints to the attention of the Malta Gaming Authority by sending an email on or alternatively by clicking on https://www.mga.org.mt/support/. The MGA will not be able to decide the merits of the disputes since this function is reserved for Pardee Consulta Limited as the approved ADR entity for handling disputes.