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Plaza Royal United Kingdom
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Terms & Conditions

These Terms and Conditions ("Terms") govern your relationship with AG Communications Limited when you access and use the Plaza Royal online casino services made available to players in the United Kingdom via the website located at plazaroyell.com (the "Website"). By registering an account or using any games or services on the Website, you agree to be bound by these Terms, as amended from time to time. These Terms are effective from 1 January 2026 ("Effective Date").

The services for UK players are operated by AG Communications Limited, company number C48328, a company registered in Malta and licensed and regulated by the United Kingdom Gambling Commission ("UKGC") under remote operating licence number 39483 for the provision of remote gambling services to customers in Great Britain. The platform and certain games are provided by Aspire Global International Ltd, licensed and regulated by the Malta Gaming Authority for non-UK markets, but these Terms apply only to the UK-facing services on plazaroyell.com.

Definitions

Key Terms

  • Operator means AG Communications Limited, company number C48328, having its registered office at 135, High Street, Sliema SLM 1549, Malta, which operates the Plaza Royal online casino for UK players under UKGC licence number 39483 via plazaroyell.com.
  • Website means the UK-facing version of plazaroyell.com, including all pages such as the terms and conditions page at https://plazaroyell.com/uk/info/terms/ and the bonus policy page at https://plazaroyell.com/uk/info/bonus-policy/.
  • Services means all gambling and related services offered on the Website, including casino games, live casino games, promotions, bonuses and any ancillary services such as customer support.
  • User, Player, you and your mean any natural person who accesses the Website, creates an account or uses the Services.
  • Account means a personal online gambling account that you open and maintain with the Operator on the Website in order to use the Services.
  • Bet or Wager means any sum of money, stake or entry placed by you on any game or event offered through the Services, whether using real money or, where applicable, bonus funds.
  • Game means any casino, slot, live dealer, table or other game available on the Website from time to time, whether provided directly by the Operator or by third-party game suppliers.
  • Bonus means any promotional benefit, including bonus funds, free spins, cashback, tournament entries, loyalty rewards or similar incentives made available to you under specific terms, including the Website's bonus policy.
  • Bonus Funds means any portion of your Account balance which is subject to wagering or other conditions before it becomes withdrawable cash, as further described in the Website's bonus policy.
  • Real Money Balance means funds you have deposited into your Account and any winnings derived from such funds that are not subject to wagering requirements or other restrictions.
  • Wagering Requirements means the total value of bets you must place using Bonus Funds (and, where applicable, Real Money) before Bonus Funds or winnings from them become withdrawable, as specified in each promotion and in the bonus policy.
  • Self-Exclusion means a voluntary request by you to be prevented from using gambling services for a specified period, whether through the Operator's internal tools or via the national self-exclusion scheme GAMSTOP.
  • GAMSTOP means the UK's multi-operator self-exclusion scheme for online gambling operators licensed by the UKGC, accessible at https://www.gamstop.co.uk.
  • ADR Entity means an authorised alternative dispute resolution provider approved by the UKGC. For the Services, the appointed ADR entity is the Independent Betting Adjudication Service ("IBAS"), accessible at https://ibas-uk.com/.
  • Responsible Gambling Services means tools and third-party resources that support safe play, including but not limited to GamCare (https://gamcare.org.uk) and BeGambleAware (https://begambleaware.org).

Account Registration

Eligibility and Age Verification

  • Legal age: You may only open an Account and use the Services if you are at least 18 years old and legally permitted to gamble under the laws of Great Britain. The Operator performs age and identity checks and you agree to provide accurate information to enable these checks.
  • Location and market restriction: The Plaza Royal Services on plazaroyell.com are ring-fenced for players located in the United Kingdom. You must not use the Website from any jurisdiction where online gambling is unlawful or where the UK-facing Services are not intended to be offered.
  • Single account rule: You may hold only one Account with the Operator for the UK-facing Services. Creating multiple Accounts, using another person's Account or allowing someone else to use your Account is strictly prohibited and may result in closure, cancellation of bets and forfeiture of Bonuses and winnings.

Registration Process

  • Information required: When creating an Account, you must provide your full legal name, date of birth, residential address in the UK, email address, chosen username and password, and any other information requested on the registration form.
  • Verification: The Operator will conduct "Know Your Customer" ("KYC") checks, including verifying your identity, age, address and payment methods. You may be required to upload or otherwise provide copies of identification documents (such as a passport or driving licence), proof of address and, where appropriate, evidence of source of funds in line with anti-money laundering ("AML") and counter-terrorist financing obligations.
  • Activation: Your Account may not be fully active until all required checks are completed. The Operator may restrict deposits, betting or withdrawals until verification is satisfactorily completed. If you do not provide requested information within a reasonable time, the Operator may suspend or close your Account.

User Obligations

  • Accuracy of data: You warrant that all information supplied during registration and throughout your relationship with the Operator is true, complete and up to date. You must promptly inform the Operator of any changes, such as changes of address, name or payment details.
  • Password and security: You are responsible for maintaining the confidentiality of your login credentials and for all activity conducted under your Account. You must not disclose your password to any third party or allow any third party to access your Account. If you suspect your Account has been compromised, you must notify the Operator immediately and change your password.
  • AML and safer gambling checks: In light of the Operator's regulatory obligations and past enforcement actions by the UKGC relating to AML and safer gambling controls, you acknowledge and accept that enhanced checks (including affordability assessments and monitoring of your play) may be carried out. Failure to cooperate with such checks may result in suspension or closure of your Account.
  • Responsible use: You agree to use the Services solely for lawful entertainment purposes and not to attempt to use them for any unlawful or fraudulent activity, including money laundering, collusion or bonus abuse.

Betting & Gameplay Rules

Placing Bets

  • Stake limits: Minimum and maximum bet amounts for each Game are determined by the Operator or the relevant game provider and are displayed within the Game interface. You are responsible for reviewing these limits before placing a bet.
  • Bet confirmation: A bet is considered placed and accepted once it is recorded on the Operator's servers and a confirmation is shown in the Game or Account history. If there is any discrepancy between your device display and the Operator's records, the Operator's records shall prevail.
  • Availability of Games: The Operator may add, remove or suspend Games at its discretion. Certain Games or features may be unavailable in the UK due to regulatory requirements or local restrictions.

Cancellation and Modification of Bets

  • No unilateral cancellation: Once a bet has been accepted and confirmed by the Operator, you may not cancel or modify that bet, except where the Game rules explicitly allow you to do so (for example, in certain live games where a "cancel" option is provided within a defined time).
  • Operator correction of errors: If, due to technical error, misconfiguration, manifest mistake or other failure, a bet is accepted at odds, stakes or conditions that are clearly incorrect or not intended, the Operator may void the bet or settle it at the correct terms. In such cases, the Operator will act fairly and transparently and will provide an explanation upon request.
  • Interrupted games: If your participation in a Game is interrupted (for example due to a loss of internet connection), the result recorded on the Operator's servers will determine the outcome. In many cases, the Game will resume from the last known state when you reconnect. Where continuation is not technically possible, the Game may be settled based on the recorded result or, if reasonable, declared void and your stake returned.

Conduct in Games, Live Casino and Chat

  • Respectful behaviour: You must behave respectfully in all interactions with other players, live dealers and staff. Any use of offensive, abusive, discriminatory, threatening or harassing language or behaviour in chat or other communication tools is strictly prohibited.
  • Prohibition of fraud and collusion: You must not engage in cheating, collusion, use of automated software ("bots"), exploitation of bugs, or any other form of unfair or dishonest play. The Operator may withhold or cancel winnings, suspend or close Accounts and report suspicious activity to relevant authorities, including the UKGC.
  • Monitoring and moderation: The Operator may monitor chats and gameplay for compliance with these rules and may remove chat privileges, restrict participation in Games, suspend or close Accounts, and/or report behaviour to law enforcement or regulators where appropriate.
  • Game rules: Each Game is subject to its own rules, paytables and return to player ("RTP") information, which are made available within the Game. You must familiarise yourself with these rules before playing. In case of conflict between a Game's specific rules and these Terms, the specific Game rules shall prevail for that Game.

Bonus Terms

Activation and Eligibility

  • Promotional offers: Bonuses, including welcome offers, free spins, reload bonuses, tournaments and loyalty rewards, may be offered from time to time and are subject to these Terms and the specific conditions set out in each promotion and the bonus policy at https://plazaroyell.com/uk/info/bonus-policy/.
  • Eligibility criteria: Bonuses may be limited to new players, specific player segments, payment methods, Games or time periods. The Operator may require that you verify your identity and pass any AML and affordability checks before a Bonus is credited or before Bonus-related winnings become withdrawable.
  • Bonus activation: Some Bonuses require you to opt in, enter a bonus code or select a promotion during deposit. Details including minimum deposit amounts, maximum Bonus amounts and any other conditions will be clearly stated in the relevant promotional information.

Wagering Requirements and Time Limits

  • Wagering obligations: Unless stated otherwise, Bonus Funds and any winnings derived from them are subject to wagering requirements before they can be withdrawn. The applicable wagering multiple (for example, 35x the Bonus amount) and any qualifying Games will be stated in the relevant promotion and the bonus policy.
  • Contribution of different Games: Not all Games count equally towards wagering requirements. Slots may contribute 100%, while some table, live casino or low-risk Games may contribute a lower percentage or be fully excluded. Contribution tables are provided in the bonus policy and/or specific promotional terms.
  • Timeframes: Each Bonus will specify a period within which wagering requirements must be met (for example, 21 days from the date of Bonus credit). Any Bonus Funds and associated winnings that have not met the wagering requirements within the specified timeframe may be removed from your Account. Timeframes communicated in promotions from 2025 onwards shall be interpreted in line with these Terms as amended up to the Effective Date in 2026.

Use of Funds and Restricted Practices

  • Order of funds used: Unless otherwise stated, real money (your Real Money Balance) is used first for placing bets, followed by Bonus Funds. Winnings derived from real money bets are always withdrawable subject to these Terms and regulatory checks; winnings derived from Bonus Funds may be subject to wagering and other restrictions.
  • Maximum bet while wagering: The Operator may impose a maximum bet size while wagering requirements are active. Placing bets above the stated maximum may be considered a breach of Bonus terms and may result in forfeiture of the Bonus and associated winnings.
  • Prohibited play patterns: Low-risk or irregular betting strategies intended to artificially complete wagering requirements (such as betting on both outcomes in the same round, minimal risk betting on roulette or systematically exploiting Game features) are prohibited. The Operator may withhold or cancel Bonuses and associated winnings in cases of suspected Bonus abuse.
  • Combining promotions: Only one active Bonus may normally be in play at any given time unless specifically stated otherwise. Bonuses and other promotions cannot generally be combined, stacked or transferred between Accounts. Any attempt to circumvent this may lead to cancellation of all related Bonuses and winnings.

Cancellation and Adjustment of Bonuses

  • Player cancellation: You may request that an active Bonus be cancelled. If you do so, all unused Bonus Funds and any winnings derived from those Bonus Funds may be removed from your Account, while any remaining Real Money Balance will remain available.
  • Operator rights: The Operator reserves the right to withhold, cancel or reclaim any Bonus and associated winnings if it has reasonable grounds to suspect fraud, collusion, Bonus abuse, breach of these Terms or technical errors. Any such action will be taken proportionately and in accordance with the Operator's regulatory obligations.

Payments & Withdrawals

Deposits

  • Payment methods: The Operator offers debit card payments and may offer other methods such as e-wallets or prepaid vouchers for UK players, as displayed in the cashier section of the Website. Credit cards are not accepted for gambling transactions in compliance with UKGC requirements.
  • No cryptocurrencies: As at the Effective Date, the Operator does not accept deposits or process withdrawals using cryptocurrencies for the UK-facing Services. If this position changes, the relevant terms will be updated and clearly communicated.
  • Currency and limits: Accounts for UK players are generally maintained in pounds sterling (GBP). Minimum and maximum deposit limits per transaction, per day or over other periods will be stated in the cashier and may be amended from time to time.
  • Deposit limits and safer gambling: You may set daily, weekly or monthly deposit limits through the Website or by contacting customer support. Changes to limits may take effect immediately or after a cooling-off period, consistent with safer gambling regulations and guidance applicable in 2025 - 2026.

Withdrawals

  • Verification prior to withdrawal: Withdrawals are subject to prior completion of identity, age, address, payment method and, where appropriate, source-of-funds checks. The Operator may request additional documentation before processing withdrawals to comply with AML and safer gambling obligations.
  • Withdrawal methods: The Operator will, where possible, process withdrawals using the same payment method used for deposits. If this is not possible, an alternative method may be offered in line with regulatory requirements and internal policies.
  • Processing times: The Operator aims to review and process withdrawal requests within a reasonable period (for example, up to two business days) once all required checks have been completed. Additional time may be required by payment providers before funds are received in your account.
  • No reverse withdrawals: In line with UKGC guidance and safer gambling principles, once you have submitted a withdrawal request from your Account, you will not be able to cancel or reverse that request. Pending withdrawals cannot be re-staked.
  • Fees: The Operator does not typically charge fees for deposits or withdrawals. However, certain payment providers may impose their own charges, which are outside the Operator's control. Any Operator-imposed fees, if introduced, will be clearly disclosed on the Website before you complete a transaction.

Refunds, Chargebacks and Negative Balances

  • Refunds of deposits and bets: Deposits used for placing bets will generally not be refunded. In exceptional circumstances (for example, where a Game is voided due to technical failure or error), the Operator may return stakes or adjust balances in accordance with its regulatory obligations and Game rules.
  • Chargebacks: If you initiate a chargeback or payment dispute in relation to a deposit, the Operator may suspend or close your Account and recover any amounts owed, including costs incurred. Winnings may be withheld or cancelled where deposits are reversed or disputed.
  • Negative balances: If your Account balance becomes negative, you must promptly repay the amount owed to the Operator. The Operator may offset amounts owed against any future deposits or winnings, as permitted by law.

Limitation of Liability

Operator's Obligations

  • Fairness of Games: The Operator ensures that Games offered on the Website use certified random number generators ("RNGs") or equivalent mechanisms, audited by independent testing laboratories where required, so that outcomes are fair and not manipulated in the Operator's favour.
  • Accuracy of information: The Operator takes reasonable steps to ensure that information displayed on the Website, including Game rules and promotional terms, is accurate and up to date as of 2025 - 2026. However, typographical errors and technical inaccuracies may still occur, and the Operator reserves the right to correct them.

Exclusions of Liability

  • Technical failures: To the maximum extent permitted by law, the Operator is not liable for any loss, damage or inconvenience suffered by you as a result of any failure of telecommunications, network, hardware, software or other technical systems, including where such failure causes interruption, delays or errors in the operation of the Website or Games.
  • Third-party services: The Operator is not responsible for services provided by third parties, including internet service providers, payment processors, device manufacturers or external websites (including GamCare, BeGambleAware, GAMSTOP or IBAS). Your use of such services is at your own risk and subject to those third parties' terms.
  • Indirect losses: The Operator shall not be liable for any indirect, incidental, special or consequential losses or damages, including loss of profits, business, data or goodwill, arising out of or in connection with your use of the Services, even if the Operator has been advised of the possibility of such damages.

Limitation and Statutory Rights

  • Cap on liability: Without prejudice to any non-excludable statutory rights, the Operator's total aggregate liability to you arising out of or in connection with your use of the Services, whether in contract, tort (including negligence) or otherwise, shall not exceed the higher of (i) the amount of your net deposits to your Account during the twelve (12) months preceding the event giving rise to the claim, and (ii) the amount of the specific bet or Game transaction relating to that claim.
  • Non-excludable liability: Nothing in these Terms shall exclude or limit the Operator's liability for death or personal injury resulting from its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.
  • Consumer rights: These Terms do not affect any statutory rights you may have as a consumer under the laws of England and Wales, Scotland or Northern Ireland, as applicable.

Intellectual Property Rights

Ownership

  • Content and software: All intellectual property rights in and to the Website and the Services, including but not limited to software, source code, algorithms, databases, text, graphics, logos, trademarks, sounds, animations and videos, are owned by the Operator or its licensors (including Aspire Global International Ltd and third-party game providers) and are protected by copyright, trade mark and other intellectual property laws.
  • Brand usage: The Plaza Royal brand, as used in the Plaza Royal services on plazaroyell.com, and any related marks may not be used by you without the prior written consent of the Operator or its licensors.

Permitted Use

  • Limited licence: The Operator grants you a limited, revocable, non-exclusive, non-transferable licence to access and use the Website and Services on your personal devices for your own private, non-commercial entertainment purposes, strictly in accordance with these Terms.
  • Prohibited acts: You may not, without prior written consent, copy, reproduce, modify, adapt, reverse engineer, decompile, disassemble, distribute, transmit, display, perform, publish, license, create derivative works from, or otherwise exploit any part of the Website or Services, except where such acts are necessary for normal use or explicitly permitted by law.
  • No rights granted: Except for the limited licence expressly granted above, no other rights or licences (whether express or implied) are granted to you in relation to the intellectual property of the Operator or its licensors.

Privacy & Data Protection

Data Processing and Privacy Policy

  • Compliance with data protection law: The Operator processes your personal data in accordance with applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018, as updated or amended up to and including 2026.
  • Privacy Policy: Details of how your personal data is collected, used, stored, shared and protected are set out in the Operator's Privacy Policy, which is available on the Website. By using the Services, you acknowledge that you have read and understood the Privacy Policy.
  • Purposes of processing: Your data may be processed for purposes including account management, verification, provision of the Services, AML and safer gambling monitoring, prevention of fraud, handling of complaints, marketing (where permitted) and compliance with legal and regulatory obligations, including those imposed by the UKGC.
  • Your rights: You may have rights under data protection law, including the rights to access, rectify or erase your data, to restrict or object to processing, and to data portability, as described in the Privacy Policy. You may also have the right to complain to the UK Information Commissioner's Office.

Changes to Terms

Amendments and Updates

  • Right to amend: The Operator may amend these Terms from time to time to reflect changes in law, regulation, guidance from the UKGC, technical developments, product changes or improvements to consumer protection and responsible gambling measures.
  • Notification of changes: Material changes will be notified to you by appropriate means, which may include email, on-site messages, pop-up notices, banners or updated notices on the Terms page at https://plazaroyell.com/uk/info/terms/. The "Effective Date" at the top of these Terms will be updated accordingly.
  • Acceptance of changes: Continued use of the Website or Services after new Terms take effect will constitute your acceptance of those changes. If you do not agree to any amended Terms, you must stop using the Services and close your Account.

Historical Versions

  • Record of changes: The Operator will maintain records of previous versions of the Terms and, where appropriate, may make them available on the Website or upon reasonable request, so that you can understand how your rights and obligations may have evolved over time, including changes implemented during 2025 and 2026.

Termination & Suspension

Operator's Rights

  • Suspension and closure: The Operator may suspend or close your Account, withhold or cancel bets and/or restrict access to the Services where it has reasonable grounds to believe that you have breached these Terms, engaged in fraud, collusion or money laundering, failed to provide required verification documents, or where necessary for responsible gambling reasons.
  • Regulatory and risk considerations: The Operator may also suspend or close your Account if required to do so by law, court order, the UKGC or other competent authority, or where it deems that continuing to provide the Services to you would pose a regulatory, financial or reputational risk, including in light of ongoing AML and safer gambling obligations following historic enforcement actions.
  • Inactivity: If your Account remains inactive for a prolonged period, the Operator may classify it as dormant in line with its internal policy and applicable regulations. Details of any dormancy treatment will be published on the Website; the Operator does not seek to impose unfair or retrospective charges on dormant Accounts.

Player-Initiated Closure and Self-Exclusion

  • Account closure: You may request closure of your Account at any time by contacting customer support or using the tools available on the Website. The Operator will process such requests within a reasonable time and, subject to AML and other checks, return any remaining Real Money Balance to you.
  • Self-exclusion and safer gambling tools: You may use the Operator's internal self-exclusion and other safer gambling tools (such as deposit limits, loss limits, reality checks and time-outs) as described on the Website. Additionally, you may register with GAMSTOP to self-exclude from all participating UK-licensed online gambling operators.
  • Effect of self-exclusion: During a self-exclusion period, you must not attempt to open new Accounts or access the Services. The Operator will take reasonable steps to prevent you from doing so, including using information you have provided, but you also have an obligation not to circumvent self-exclusion.

Consequences of Termination

  • Settlement of balances: Upon closure of your Account, whether by you or by the Operator, any Real Money Balance (subject to AML, fraud and regulatory checks) will normally be returned to you using an appropriate payment method. Bonus Funds and any winnings derived from them that have not met all applicable conditions may be forfeited.
  • Ongoing investigations: Where the Account is closed or suspended in connection with suspected fraud, money laundering, breach of these Terms or other serious misconduct, the Operator may withhold funds pending investigation and, where required, notify the UKGC, law enforcement or other competent authorities. Funds may be confiscated or frozen where required by law or regulatory direction.

Governing Law & Jurisdiction

Applicable Law

  • Governing law: These Terms, their subject matter and formation, and your relationship with the Operator in relation to the Services are governed by the laws of England and Wales. Mandatory consumer protection laws of your place of residence within Great Britain may also apply where required.

Dispute Resolution and Complaints

  • Internal complaints process: If you have any complaint or dispute regarding the Services, you should first contact customer support using the channels provided on the Website. The Operator will acknowledge your complaint, investigate it and respond within a reasonable timeframe, in accordance with its complaints procedure as operated during 2025 - 2026 and any requirements of the UKGC.
  • Escalation to ADR: If, after receiving a final response from the Operator or after eight (8) weeks have elapsed since you first raised your complaint (whichever occurs first), your complaint remains unresolved, you may refer it free of charge to the appointed ADR Entity, IBAS (Independent Betting Adjudication Service), via https://ibas-uk.com/. IBAS will review the dispute and issue a ruling which the Operator will normally treat as binding.
  • Regulator's role: You may also make the UKGC aware of your complaint, particularly if it relates to regulatory matters or concerns about the Operator's conduct. However, the UKGC does not resolve individual consumer disputes regarding the outcome of gambling transactions.

Court Jurisdiction

  • Courts: If a dispute is not resolved through the internal complaints process or the ADR procedure, you and the Operator submit to the non-exclusive jurisdiction of the courts of England and Wales. This means that you may bring a claim in the courts of England and Wales, and in certain circumstances you may be able to bring a claim in the courts of another part of the United Kingdom where you reside.

Contact Information

Customer Support

  • Website contact channels: Customer support for Plaza Royal players is available via the contact methods published on the UK section of plazaroyell.com, which may include live chat, on-site contact forms or secure messaging after login.
  • Email and telephone: Where a dedicated support email address and/or telephone number is displayed on the Website, you may use those details to contact customer support. If no such details are displayed at a particular time, please use the available contact form or live chat facilities on the Website.

Legal and Corporate Contact

  • Registered office: AG Communications Limited, 135, High Street, Sliema SLM 1549, Malta.
  • Regulatory details: AG Communications Limited is licensed and regulated by the United Kingdom Gambling Commission under licence number 39483. Details of this licence and any related regulatory information can be found on the UKGC public register at https://gamblingcommission.gov.uk/public-register/business/detail/39483.
  • Formal correspondence: Any formal legal notices or documents relating to these Terms, including complaints that you wish to escalate beyond routine customer support, should be sent to the Operator's registered office address above or via any legal or complaints contact details that may be specified on the Website from time to time.

Responsible Gambling and ADR Contacts

  • Responsible gambling support: Independent support for gambling-related issues is available from GamCare at https://gamcare.org.uk and BeGambleAware at https://begambleaware.org. These organisations provide information, advice and counselling services across Great Britain.
  • ADR entity: For unresolved disputes after completing the Operator's complaints procedure, you may contact IBAS (Independent Betting Adjudication Service) at https://ibas-uk.com/, as described in the section on Governing Law & Jurisdiction.