Terms & Conditions

These Terms and Conditions govern your relationship with Grace Media (Gibraltar) Limited as the operator of the website play-uk.com (including its UK-facing brand sometimes referred to as Play) and your use of the online gambling services provided through that website. By registering an account or using the services, you agree to be bound by these Terms. These Terms are effective from 20 January 2026 and replace all previous versions published on https://play-uk.com/terms-and-conditions.

Grace Media (Gibraltar) Limited is licensed and regulated by the UK Gambling Commission ("UKGC") under licence number 57869 for the provision of remote gambling services to customers in Great Britain. The licence holder's registered address is Suite 7, Hadfield House, Library Street, Gibraltar, GX11 1AA.

Definitions

This section explains key terms used in these Terms to ensure clarity and consistency.

Operator means Grace Media (Gibraltar) Limited, holding UKGC licence number 57869 and operating the website play-uk.com for UK customers.
Website or Platform means the online gambling site accessible at https://play-uk.com, including any mobile versions and applications branded as Play for UK users.
Brand means the Play-branded online casino operated at play-uk.com, including its UK-specific configuration referred to as Play.
User or Player means any natural person who creates or attempts to create an account on the Website, or who uses any gambling or related services provided by the Operator.
Account means a registered online gambling account opened in your name with the Operator on the Website.
Services means all gambling and ancillary services made available on the Website, including casino games, live casino games, promotions and customer support.
Game means any casino or live casino game, including slots, table games, and other interactive products made available on the Website.
Bet, Stake or Wager means any amount of real money or bonus funds risked by a Player on a Game or other gambling product.
Bonus means any promotional benefit, including bonus funds, free spins, cashback, or other rewards that may be credited to your Account under a promotion.
Wagering Requirement means the total value of bets that must be placed using bonus funds or associated deposits before the bonus or related winnings may be withdrawn, as described in the applicable promotion and the Bonus Policy.
Payment Method means a valid debit card, approved e-wallet, or other financial instrument registered by you and accepted by the Operator for deposits and withdrawals. Credit cards are not permitted for UK customers in line with UK regulations.
Business Day means any day other than a Saturday, Sunday or public holiday in England when banks are generally open for business.
Bonus Policy means the document available at https://play-uk.com/bonus-policy, which sets out detailed rules for promotions and bonuses.
Privacy Policy means the document available at https://play-uk.com/privacy-policy, which explains how your personal data is collected, used and protected.
Responsible Gaming Information means the information and tools described at https://play-uk.com/responsible-gaming, including limits and self-exclusion.
ADR Provider means an independent alternative dispute resolution body appointed by the Operator, currently the Independent Betting Adjudication Service (IBAS).

Account Registration

This section sets out who may open an Account, how registration and verification work, and your responsibilities in keeping your Account secure and compliant.

Eligibility and Age Verification

Minimum age: You must be at least 18 years old to open an Account and use the Services. By registering, you confirm that you are 18+ and legally permitted to gamble in your jurisdiction.
Location: The Services are primarily intended for players located in the United Kingdom and, where permitted, certain other jurisdictions such as Ireland. Access may be restricted or blocked in other territories. You are responsible for ensuring that online gambling is legal in your location.
Single Account: You may hold only one Account with the Operator on play-uk.com. Multiple Accounts, including Accounts opened under different email addresses or personal details, are prohibited and may lead to closure and forfeiture of bonuses and winnings.
Age checks: The Operator will conduct age and identity verification checks, including electronic checks, before you can deposit or gamble. If you fail these checks or cannot provide requested documents, your Account may be suspended and any activity reversed in accordance with regulatory requirements.

Registration Process and KYC

Information you provide: When registering, you must provide accurate, complete and current information, including your full legal name, date of birth, residential address, email address and other requested details.
Email verification: You may be required to verify your email address or mobile number by following instructions sent to you before full access to the Services is granted.
KYC documents: The Operator may request documents to verify your identity, age, address, payment methods and source of funds. These may include a passport or ID card, proof of address (such as a utility bill), and copies or screenshots of payment instruments.
Ongoing checks: You agree that the Operator may carry out ongoing checks and request updated documentation at any time, including when certain deposit or withdrawal thresholds are reached, or where required by anti-money laundering and affordability regulations.

Account Security and Responsible Use

Login details: You must keep your username, password and other security credentials confidential. You are responsible for all activity conducted through your Account unless you have notified the Operator promptly of suspected misuse.
Unauthorised access: If you become aware or suspect that your login details have been compromised, you must immediately change your password and contact customer support at support@play-uk.com or via live chat.
Prohibited use: You must not allow any other person to use your Account, must not act on behalf of any third party, and must not use the Services for any unlawful or fraudulent purpose, including money laundering or terrorist financing.
Responsible gambling tools: You are encouraged to use the tools available at https://play-uk.com/responsible-gaming, including deposit limits, session limits, time-outs and self-exclusion, to manage your gambling responsibly.

Betting & Gameplay Rules

This section explains how bets are placed and settled, how Game rules apply, and the standards of conduct expected from Players, including in live casino environments and chats.

Placing Bets and Game Rules

Game-specific rules: Each Game has its own rules, paytables and return to player (RTP) information as provided by the game supplier. By placing a bet, you confirm that you have read and understood the applicable Game rules.
Minimum and maximum stakes: Each Game specifies minimum and maximum stakes. You may only place bets within the limits displayed in the Game interface. The Operator may change stake limits or restrict stakes for individual Players where required by risk management or regulatory obligations.
Bet acceptance: A bet is considered placed and accepted only once it has been processed and recorded by the Operator's servers. Displayed balances or pending messages on your device do not guarantee acceptance.
Bet history: You can review your betting and transaction history in the "My Account" or equivalent section. In case of any discrepancy, the records held by the Operator's systems will prevail.

Cancellation, Errors and Malfunctions

Player-initiated cancellations: Once a bet has been accepted and the Game has started, you generally cannot cancel or change it. Any exception will be clearly indicated in the Game interface.
Obvious errors: If a bet is accepted at odds or with a payout structure that is clearly incorrect due to a technical or human error, the Operator may void the bet or settle it at the correct terms. Where possible, affected Players will be notified and balances adjusted accordingly.
Game malfunctions: In the event of a Game malfunction, interruption or disconnection, the outcome of the affected bets will be determined according to the relevant Game rules and technical logs. Malfunctions void all affected bets and payouts.
Fairness: Game outcomes are determined by certified random number generators (RNG) or, for live casino, by real-time events (such as dealer actions). The Operator takes reasonable steps to ensure the fairness and integrity of all Games.

Conduct in Live Casino and Chats

Respectful behaviour: You must treat dealers, staff and other Players with respect. Abusive, discriminatory, threatening, sexually explicit or otherwise offensive language or behaviour in chats or live casino environments is strictly prohibited.
No collusion or cheating: Any attempt to cheat, collude with other Players, exploit software bugs or use automated tools (such as bots) is prohibited and may result in suspension or closure of your Account, cancellation of bets and confiscation of funds associated with such behaviour.
Chat moderation: The Operator may monitor, record, moderate or remove chat messages and may restrict or block chat access if you breach these rules.
Compliance with provider rules: In live casino Games, you must comply with any additional rules or instructions communicated by the live dealer or displayed in the Game interface.

Bonus Terms

This section provides an overview of how Bonuses work, including eligibility, wagering, restrictions and the consequences of bonus abuse. It should be read together with the full Bonus Policy, which forms part of these Terms.

Bonus Activation and Eligibility

Promotional offers: From time to time, the Operator may offer welcome bonuses, reload bonuses, free spins, cashback and other promotions to eligible Players. The availability of specific offers is not guaranteed and may depend on your location, account status and marketing preferences.
Opt-in and codes: Some promotions require you to opt-in, enter a bonus code or select a bonus in the cashier. You are responsible for checking the applicable conditions before participating.
Individual terms: Each promotion has its own specific terms, including minimum deposit amount, maximum bonus, eligible Games, wagering requirements and expiry. These will be displayed in the offer details and in the Bonus Policy.

Wagering Requirements and Use of Funds

Wagering requirements: Unless stated otherwise, bonus funds and any winnings derived from them are subject to wagering requirements set out in the relevant promotion and Bonus Policy. You must meet the required total value of bets before bonus funds or related winnings become withdrawable.
Game contribution: Different Games may contribute differently towards wagering requirements. For example, certain slots may contribute 100%, while table or live casino Games may contribute at a lower percentage or be excluded entirely. Details are in the Bonus Policy.
Order of play: Where both real money and bonus funds are available, real money may be used first, followed by bonus funds, unless otherwise specified in the Bonus Policy or in the promotional terms.
Time limits: Bonuses and associated wagering requirements must typically be completed within a specified period (for example, 7 or 30 days) from activation. If wagering is not completed in time, the bonus and related winnings may be removed from your Account.

Prohibited Actions and Bonus Abuse

Abusive play: The following may be treated as bonus abuse and result in cancellation of bonuses and confiscation of associated winnings: opening multiple Accounts, acting in concert with other Players, placing low-risk or minimal-risk bets solely to progress wagering requirements, or exploiting obvious errors in promotions.
Restricted Games and strategies: Certain Games, bet types or strategies may be excluded or restricted when playing with bonus funds. These restrictions will be set out in the Bonus Policy and promotion-specific terms.
Combining promotions: Unless expressly allowed, you may not combine multiple promotions in a way that leads to guaranteed profit or unfair advantage. In case of conflict, the Operator may determine which promotion applies or cancel one or more bonuses.
Right to withhold: If the Operator reasonably believes you have breached bonus rules or engaged in bonus abuse, it may remove bonuses, withhold or cancel bonus-related winnings, and restrict your eligibility for future offers.

Payments & Withdrawals

This section explains how you can deposit and withdraw funds, the methods available, applicable limits, fees and processing times, and the circumstances under which deposits, bets or Bonuses may be refunded or adjusted.

Deposit Methods and Limits

Available methods: For UK customers, deposits may be made using approved debit cards and selected e-wallets or alternative payment methods shown in the cashier. Credit card deposits are not permitted. You must only use payment methods registered in your own name.
Cryptocurrency: The Website does not currently accept cryptocurrency deposits or withdrawals. If this changes in the future, the list of accepted methods will be updated in the cashier and these Terms.
Minimum and maximum deposits: Each Payment Method may have minimum and maximum deposit limits, which are displayed in the cashier. The Operator may also set personalised limits based on affordability or risk considerations.
Currency: Accounts for UK Players are generally maintained in pounds sterling (GBP). Where another currency is permitted, exchange rates and any conversion fees will be displayed or applied by your Payment Method provider.

Withdrawals, Processing Times and Verification

Withdrawal requests: You may request a withdrawal of your available real-money balance via the withdrawal section of your Account. The Operator may set minimum and maximum withdrawal amounts per transaction or per period.
Same method principle: Where feasible, withdrawals will be processed to the same Payment Method used for deposits, in line with anti-money laundering requirements. If this is not possible, the Operator may offer an alternative method subject to additional checks.
Processing times: The Operator aims to process withdrawal requests within a reasonable period, such as within 1 - 3 Business Days, subject to successful completion of verification checks. Actual receipt times may depend on your Payment Method provider.
Verification before payout: The Operator may require additional KYC or source-of-funds documentation before approving a withdrawal, particularly for larger amounts or where regulatory obligations apply. Failure to provide requested documents may result in cancellation or delay of your withdrawal.

Fees, Chargebacks and Refunds

Fees: Any fees for deposits or withdrawals, if applicable, will be displayed in the cashier or notified to you before you confirm the transaction. Some Payment Method providers may charge separate fees beyond the Operator's control.
Chargebacks and reversals: You must not make or attempt to make chargebacks, reversals or similar claims on deposits that have already been used for betting. In the event of a chargeback, the Operator may suspend or close your Account and seek to recover any resulting losses, including by offsetting against any winnings.
Refunds of bets and Bonuses: Refunds of deposits, bets or Bonuses are only granted at the Operator's discretion and in accordance with these Terms and applicable regulations. Where a Game outcome or bet is voided due to an error or malfunction, the relevant stake may be refunded or the outcome recalculated according to Game logs.

Limitation of Liability

This section sets out the Operator's responsibilities to you, the limitations on those responsibilities, and your statutory rights.

Duty of care: The Operator takes reasonable steps to provide the Services with due skill and care, to maintain accurate records of transactions and Game outcomes, and to ensure that Games operate fairly and as described.
No guarantee of uninterrupted service: While the Operator seeks to maintain continuous access to the Website, it does not guarantee that the Services will be available without interruption, delay or error. Maintenance, technical issues, network failures and circumstances beyond the Operator's control may affect availability.
Technical failures: The Operator is not liable for any loss or damage you may suffer due to failures of your own equipment, software or internet connection, or due to third-party system failures, provided that the Operator has complied with its regulatory obligations and acted with reasonable care.
Limitation of losses: To the maximum extent permitted by law, the Operator's aggregate liability to you for any claim arising out of or in connection with your use of the Services is limited to the amount of the relevant bet or stake placed by you that is directly related to the claim, or, where no specific bet is involved, to a reasonable amount not exceeding your net deposits during the preceding 30 days.
No indirect or consequential damages: The Operator is not liable for any indirect, incidental, consequential, special or punitive damages, loss of data, loss of profit or business interruption arising from your use of the Services.
Non-excludable rights: Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot legally be excluded or limited. Your statutory rights under UK consumer law remain unaffected.

Intellectual Property Rights

This section explains how the content and software on the Website are protected and how you may use them.

Ownership: All intellectual property rights in the Website, including the Play brand as used on play-uk.com, logos, design, software, Games, text, graphics, audio and video material, are owned by the Operator, its group companies or third-party licensors.
Limited licence: You are granted a personal, non-transferable, non-exclusive licence to access and use the Website and Services for the sole purpose of personal, non-commercial entertainment in accordance with these Terms.
Prohibited uses: You must not copy, reproduce, modify, adapt, translate, distribute, transmit, display, perform, publish, licence, create derivative works from, transfer or sell any content or software obtained from the Website, except as expressly permitted by law.
No reverse engineering: You must not attempt to decompile, reverse engineer, disassemble or otherwise access the source code of any software used on the Website, except to the extent that such activity is expressly permitted by applicable law.
Third-party content: Games and other content provided by third-party suppliers remain the property of those suppliers and are used under licence. You must comply with any additional terms that such suppliers may require.

Privacy & Data Protection

This section summarises how your personal data is handled and refers you to the full Privacy Policy.

Privacy Policy: The collection and processing of your personal data are governed by the Privacy Policy available at https://play-uk.com/privacy-policy, which forms part of these Terms. By using the Services, you acknowledge that you have read and understood the Privacy Policy.
Legal basis and security: The Operator processes your personal data in accordance with applicable data protection laws, including the UK GDPR and Data Protection Act 2018, for purposes such as account administration, regulatory compliance, fraud prevention and responsible gambling. Appropriate technical and organisational measures are taken to protect your data.
Your rights: You have various rights in relation to your personal data, including the right of access, rectification, restriction, objection and, where applicable, data portability and erasure, as described in the Privacy Policy.
Marketing preferences: You can manage your marketing preferences through your Account settings or by contacting customer support, as outlined in the Privacy Policy.

Changes to Terms

This section explains how and when these Terms may be updated and what happens if you do not agree with changes.

Right to amend: The Operator may modify these Terms from time to time for reasons including changes in law or regulation, updates to the Services, security enhancements or adjustments to business practices.
Notification of changes: Where changes are material and affect your rights or obligations, the Operator will take reasonable steps to inform you in advance, for example by email, on-site messages, banners or pop-up notifications when you next log in.
Effective date: Each updated version of the Terms will display an effective date, and the latest version will be available at https://play-uk.com/terms-and-conditions. Continued use of the Services after the effective date constitutes acceptance of the updated Terms.
If you do not agree: If you do not agree with any changes, you should stop using the Services and close your Account in accordance with the Termination & Suspension section. Any remaining real-money balance will be handled in line with these Terms and applicable regulations.

Termination & Suspension

This section describes how your Account may be suspended or closed, either by you or by the Operator, and how your funds will be treated.

Your Right to Close Your Account

Voluntary closure: You may request closure of your Account at any time by contacting customer support or using any self-service tools available on the Website. The Operator may ask you to confirm your decision.
Self-exclusion: If you wish to stop gambling for a defined period or permanently for responsible gambling reasons, you may apply self-exclusion using the tools described at https://play-uk.com/responsible-gaming or by contacting support. Self-exclusion has specific consequences, including blocking access to the Services and, where applicable, participation in multi-operator self-exclusion schemes.
Withdrawal of funds: Upon closure, any remaining real-money balance will, subject to verification checks and applicable regulations, be paid to you via a suitable Payment Method. Bonus funds and associated winnings that have not met wagering requirements may be forfeited.

Operator's Right to Suspend or Terminate

Grounds for action: The Operator may suspend or close your Account, withhold or cancel bets and/or void Bonuses where it has reasonable grounds to believe that you have: breached these Terms; provided false or misleading information; engaged in fraud, money laundering or other unlawful activity; allowed a third party to use your Account; engaged in bonus abuse; or where required by law or the UKGC.
Responsible gambling and affordability: The Operator may suspend or restrict your Account where indicators of harm, vulnerability or affordability issues are identified, and may impose limits or take other measures in line with its responsible gambling policies and regulatory obligations.
Dormant or inactive Accounts: If your Account remains inactive for an extended period, the Operator may treat it as dormant in accordance with its policies, which may include attempts to contact you, possible application of reasonable administration fees, and eventual closure where permitted by law and regulation.
Notification and appeals: Where legally permitted, the Operator will inform you of suspension or closure and the reasons for it. You may contact customer support to seek clarification or challenge the decision. This does not affect your right to escalate complaints as described in the Governing Law & Jurisdiction section.

Governing Law & Jurisdiction

This section explains which law governs these Terms, how disputes are handled, and the role of the appointed ADR provider.

Governing law: These Terms, your relationship with the Operator and your use of the Services are governed by the laws of England and Wales, without prejudice to any mandatory consumer protection laws that apply in your country of residence.
Complaints procedure: If you have a complaint, you should first contact customer support via support@play-uk.com or live chat, explaining the nature of your complaint and providing all relevant details. The Operator will acknowledge and handle your complaint in accordance with its internal complaints procedure and UKGC requirements.
Alternative dispute resolution (ADR): If your complaint cannot be resolved to your satisfaction and relates to gambling transactions, you may refer the matter to the Operator's appointed ADR provider, the Independent Betting Adjudication Service (IBAS). IBAS provides impartial adjudication, and its decision may be binding on the Operator, but not on you, depending on the applicable scheme.
Court proceedings: Subject to the ADR process, the courts of England and Wales will have non-exclusive jurisdiction over any dispute arising out of or in connection with these Terms or your use of the Services. This means that you may also have the right to bring proceedings in your local courts where permitted by applicable consumer protection laws.
Regulatory rights: You also have the right to raise concerns with the UK Gambling Commission in relation to the Operator's licensed activities, using the contact details provided on the UKGC's official website or the public register entry for licence number 57869.

Contact Information

This section provides the contact details for customer support, the Operator's registered address for correspondence, and key regulatory and ADR links.

Customer support email: For general enquiries, account issues, complaints or responsible gambling requests, you can contact customer support at support@play-uk.com. This is the primary published support channel and is monitored with a typical response time of 24 - 48 hours.
Live chat: 24/7 live chat support is available on the Website via a chatbot (currently "Grace") with escalation to human agents where required. Access live chat through the help or support section when logged in to your Account.
Mailing / legal address of licence holder: Grace Media (Gibraltar) Limited, Suite 7, Hadfield House, Library Street, Gibraltar, GX11 1AA.
Official website: The official website for the Play brand covered by these Terms is https://play-uk.com.
Regulatory information: Details of the Operator's UKGC licence (number 57869) can be found on the UK Gambling Commission public register at https://gamblingcommission.gov.uk/public-register/business/detail/57869.
ADR provider: Information about the Independent Betting Adjudication Service (IBAS), the Operator's appointed ADR provider, including contact details and procedures, is available at https://ibas-uk.com/.