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Terms & Conditions

These Terms govern your relationship with the operator of the website playerspalace-ca.com and your use of the online gaming services offered under the brand Players Palace Casino for players located in Canada, including Players Palace Casino. By registering an account, accessing, or using the services, you agree to be bound by these Terms. If you do not agree, you must not use the site or services. These Terms are effective as of 1 January 2026 and supersede all prior versions.

1. Definitions

For the purposes of these Terms, the following definitions apply:

  • "Website" means the online gaming site operated at playerspalace-ca.com, including any mobile or app-based versions and any associated pages dedicated to Players Palace Casino.
  • "Operator" means, depending on your location:
    • Fresh Horizons Ltd. for players located in Canada outside the province of Ontario (Rest of Canada), operating under Client Provider Authorization 0119 issued by the Kahnawake Gaming Commission, Kahnawake, Canada.
    • Apollo Entertainment Limited for players located in the province of Ontario, operating under Internet gaming operator licence OPIG1237904 issued by the Alcohol and Gaming Commission of Ontario (AGCO) with an operating agreement under iGaming Ontario (iGO).
  • "Player", "User", "you", "your" means any natural person who accesses the Website, creates an account, or uses the gaming services.
  • "Account" means a registered personal player account opened by you on the Website and maintained by the Operator.
  • "Services" means all online casino games and related products offered on the Website, including but not limited to slots, table games, live dealer games, and any associated promotions.
  • "Bet", "Wager" means any amount of real money or bonus funds staked by you on any game offered through the Services.
  • "Bonus" means any promotional value, including bonus money, free spins, free bets, loyalty points, or other promotional incentives credited to your Account subject to specific terms and wagering requirements.
  • "Real Money Balance" means funds you have deposited and any cash winnings therefrom that are not subject to wagering requirements.
  • "Bonus Balance" means credits, bonus funds, or winnings derived from bonuses that are subject to wagering or other conditions before becoming withdrawable.
  • "Kahnawake Market" means players located in Canada outside Ontario whose play is regulated by the Kahnawake Gaming Commission.
  • "Ontario Market" means players physically located in Ontario whose play is regulated by AGCO/iGO.
  • "Game Rules" means the rules, paytables, and instructions for each specific game as made available within the game client or on the Website.
  • "Chargeback" means a reversal of a deposit transaction initiated by you or your payment provider.
  • "Business Day" means any day other than a Saturday, Sunday, or public holiday in the relevant operator jurisdiction.

2. Introduction

By using the Website and Services, you enter into a legally binding agreement with the applicable Operator as defined above. Your use of the Services is also governed by the Privacy and Cookies Policy, Responsible Gaming information, Bonus Rules, and any other policies referenced on the Website, which together form part of these Terms. In the event of a conflict between these Terms and any game-specific or promotion-specific rules, the specific rules prevail for that game or promotion to the extent of the inconsistency.

3. Intellectual Property Rights

3.1 Ownership

  • Content and software: All content, trademarks, service marks, trade names, logos, graphics, images, animations, videos, audio, text, interfaces, and software made available on or through playerspalace-ca.com are owned by the Operator, its group companies, licensors, or suppliers, and are protected by copyright, trademark, and other intellectual property laws.
  • Licensed technology: The casino platform and games (including any software required to access and use the Services) are licensed from third-party providers and may only be used as part of the Services and for no other purpose.

3.2 Limited licence to you

  • You are granted a personal, non-exclusive, non-transferable, revocable licence to access and use the Website and Services on your own devices solely for your private, non-commercial entertainment and in accordance with these Terms.
  • You obtain no rights in the content or software beyond this limited licence. You may not sell, rent, lease, sublicense, distribute, or otherwise transfer any part of the Services or related software.

3.3 Prohibited uses

  • You must not copy, reproduce, modify, adapt, translate, reverse engineer, decompile, disassemble, or create derivative works from the Website, games, software, or any part thereof, except where such activities are expressly permitted by applicable law and then only after providing the Operator with prior written notice.
  • You must not remove, alter, or obscure any copyright, trademark, or other proprietary notices displayed on the Website or within the software.
  • Any unauthorized use of the intellectual property or software is strictly prohibited and may result in termination of your Account, civil claims for damages, and/or criminal prosecution.

4. Betting & Gameplay Rules

4.1 General gameplay conditions

  • All bets placed on the Website must comply with the Game Rules and these Terms. By placing a bet, you confirm that:
    • you have read and understood the relevant Game Rules;
    • you have sufficient available balance (real or bonus, as applicable) to cover the bet;
    • you are playing on your own behalf and not for any third party.
  • The Operator reserves the right to refuse any bet or limit the size of any bet at its sole discretion, including imposing minimum and maximum stake limits per game, player, or time period.

4.2 Minimum and maximum bets

  • Each game specifies minimum and maximum bet amounts within the Game Rules or in the game interface. You are responsible for checking these before placing a bet.
  • The Operator may change global or game-specific betting limits from time to time for regulatory, risk management, or operational reasons. Such changes will apply prospectively and will not affect settled bets.

4.3 Bet placement, confirmation, and settlement

  • A bet is deemed placed and accepted once it is registered on the Operator's servers and a transaction ID is generated, as shown in your game history or Account history.
  • Game outcomes are determined by certified random number generators or live game equipment, independently tested in line with regulatory requirements (including eCOGRA "Safe and Fair" standards where applicable). The result displayed on the game servers is final and binding.
  • Your balance will be updated immediately upon settlement of each bet. In the event of any discrepancy between your on-screen display and the Operator's records, the Operator's transaction logs and regulators' certified records will prevail.

4.4 Cancellation and modification of bets

  • Once a bet has been accepted and the game round has started, you cannot cancel, modify, or withdraw the bet, unless a specific game feature allows you to cash out or otherwise modify the bet in accordance with the Game Rules.
  • If a game is interrupted due to a technical failure of the system or your connection, the rules visible within the game apply. Typically:
    • unresolved game rounds are either completed automatically by the system and reflected in your balance; or
    • the game round is rolled back and the original stake is returned to your balance.
  • If a game malfunctions, all affected bets and payouts are void and will be refunded to the extent required by applicable regulation.

4.5 Live casino and chat conduct

  • Where live casino games or chat functions are provided, you must:
    • treat dealers, hosts, support staff, and other players with respect;
    • avoid any abusive, racist, sexist, hateful, threatening, or otherwise offensive language;
    • not advertise, solicit, or promote any products, services, or competing websites;
    • not share personal data (yours or others') or encourage off-platform contact.
  • You must not collude with other players, use bots or automated tools, or engage in any fraudulent or unethical conduct designed to gain an unfair advantage.
  • The Operator may monitor chats and game sessions for security and regulatory purposes and may mute, restrict, or permanently ban Users who breach these rules, in addition to any other remedies available.

4.6 Irregular play and prohibited strategies

  • Examples of irregular or abusive play include, but are not limited to:
    • placing minimal bets to progress bonus wagering requirements, followed by large bets once wagering thresholds are nearly met;
    • using "hedging" or "zero risk" betting strategies across multiple games or accounts;
    • intentionally exploiting software bugs or game malfunctions;
    • using multiple accounts or acting in concert with other players to circumvent limits or rules.
  • Where the Operator reasonably suspects irregular play, it may:
    • withhold or void winnings and/or bonuses;
    • adjust your wagering progress;
    • terminate or suspend your Account, subject to regulatory requirements.

5. Payments & Withdrawals

5.1 Deposits

  • The Website supports a range of payment methods, which may include credit and debit cards, e-wallets, bank transfers, prepaid vouchers, and, where permitted by law and clearly displayed, certain crypto-related payment solutions. Availability depends on your location and the Operator's policies.
  • You may only use payment instruments that are registered in your own name. Use of third-party payment methods is strictly prohibited.
  • Minimum and maximum deposit amounts are displayed in the cashier. The Operator may adjust deposit limits for responsible gambling or risk-control purposes and may request additional verification before accepting certain transactions.

5.2 Withdrawals

  • Withdrawals will, where possible, be processed via the same method used for deposits, in accordance with anti-money laundering (AML) and "return-to-source" principles.
  • You may be required to complete "know your customer" (KYC) checks before a withdrawal is processed. This may include providing identification, proof of address, and payment method verification.
  • The Operator aims to review withdrawal requests within 24 - 72 hours on Business Days. Actual receipt times depend on your payment provider and may range from immediate to several Business Days.
  • Minimum and maximum withdrawal amounts apply as indicated in the cashier and may vary by payment method and jurisdiction.

5.3 Fees, currency, and processing

  • Where the Operator applies any processing fees or administrative charges on deposits or withdrawals, these will be clearly disclosed in the cashier before you confirm the transaction.
  • Accounts are typically maintained in Canadian dollars (CAD) for Canadian players. If your payment method operates in another currency, your bank or payment provider may perform currency conversion at its own rates and fees, for which the Operator is not responsible.

5.4 Refunds, chargebacks, and payment disputes

  • Deposits are generally non-refundable once used to place wagers. In exceptional cases, and at the Operator's sole discretion or where required by law or regulators, the Operator may consider a refund of unused balances, subject to AML checks.
  • If you initiate a Chargeback or otherwise reverse a payment, the Operator may:
    • immediately suspend or close your Account;
    • void related bets and winnings;
    • recover any outstanding amounts using lawful collection methods.
  • Bonuses or winnings credited as a result of fraudulent, unauthorized, or reversed payments may be cancelled and removed from your Account.

5.5 Handling of bonuses and mixed balances

  • Where you have both real money and bonus funds, the order in which balances are used and the effect on wagering requirements will be defined in the specific bonus terms and the general bonus rules.
  • Withdrawal of funds before completing the applicable wagering requirements may result in your bonus and any associated winnings being forfeited, in line with the bonus terms.

6. Bonus Terms

6.1 General bonus conditions

  • All Bonuses, including welcome offers, reload bonuses, free spins, loyalty rewards, and special promotions, are subject to:
    • these Terms;
    • the general bonus rules published on the Website;
    • any promotion-specific terms displayed in the offer.
  • Bonuses are intended for recreational play only. The Operator may limit eligibility or exclude certain players or groups where required by regulatory rules (for example, specific Ontario regulations on inducements) or for risk reasons.

6.2 Bonus activation and eligibility

  • To activate a Bonus, you may need to:
    • opt in via the cashier or promotions page;
    • enter a bonus code; or
    • make a qualifying deposit meeting a stated minimum amount.
  • Only one Account per person, household, IP address, or device is eligible for individual "new player" or welcome offers, unless explicitly stated otherwise.
  • The Operator reserves the right to withhold or withdraw a Bonus if there is evidence of abuse, multiple Account ownership, or breach of these Terms.

6.3 Wagering requirements and timeframes

  • Each Bonus will specify:
    • the wagering requirement (for example, 30x the bonus amount, or 30x the bonus plus deposit);
    • the games that contribute to wagering and their respective contribution percentages; and
    • the maximum time to complete wagering (for example, 7, 14, or 30 days from activation, and not later than 31 December 2026 for any promotion with a fixed end date).
  • Unless otherwise specified, failure to meet wagering requirements within the set timeframe will result in:
    • forfeiture of the remaining Bonus balance; and
    • forfeiture of any winnings generated from that Bonus.

6.4 Prohibited games and actions for bonuses

  • Some games may be excluded from, or contribute at a reduced rate to, wagering requirements. These details will be listed in the bonus terms or general bonus rules.
  • The following actions are generally prohibited when using bonus funds and may lead to confiscation of Bonuses and winnings:
    • placing single bets or combinations of bets that exceed the maximum bonus bet size stated in the promotion;
    • using bonus funds for low-risk betting strategies (for example, equal betting on red/black, odd/even, or covering the majority of roulette table outcomes);
    • delaying game rounds or "saving" free spins or bonus features for later play after wagering is completed.

6.5 Combining promotions and overlapping offers

  • Unless explicitly stated, Bonuses cannot be combined. Only one active deposit-related Bonus may be in play at any given time.
  • If multiple promotions are available, the order of application will be determined by the Operator and displayed in the cashier or promotions area.
  • Free spins may have separate wagering requirements and expiry times from deposit bonuses, which will be detailed in the offer terms.

6.6 Bonus abuse

  • Bonus abuse includes, but is not limited to:
    • opening multiple Accounts to claim the same offer repeatedly;
    • colluding with other players to take advantage of Bonuses;
    • engaging in betting patterns that circumvent or manipulate wagering requirements.
  • Where the Operator reasonably identifies bonus abuse, it may:
    • remove the Bonus and associated winnings;
    • close or suspend your Account; and
    • report the matter to relevant regulators where required.

7. Contact Information

If you have any questions about these Terms, your Account, or the Services, you may contact the Operator using the following details:

  • Website: https://playerspalace-ca.com
  • Email (Support): [email protected]
  • Email (General Information): [email protected]
  • Telephone: not specified (where a phone number is made available on the Website or within your Account, that number will form part of these contact details).
  • Mailing / Legal Address: Where required for regulatory or dispute purposes, the Operator will provide the relevant legal address of Fresh Horizons Ltd. or Apollo Entertainment Limited upon written request or as published on the Website and in regulator directories.

For regulatory and dispute resolution contacts specific to your jurisdiction, see the Governing Law & Jurisdiction section below.

8. Termination & Suspension

8.1 Termination by you

  • You may close your Account at any time by contacting customer support at the email addresses listed above or, where available, through your Account settings.
  • Upon closure, any Real Money Balance (subject to AML and verification checks) will be paid out to you using an approved method, and any active Bonuses and associated bonus balances will be forfeited unless otherwise required by law.

8.2 Suspension or termination by the Operator

  • The Operator may suspend or terminate your Account, withhold or void bets, or freeze funds where it has reasonable grounds to believe that:
    • you have breached these Terms or any applicable policy;
    • you have provided false or misleading information, including about your age, identity, or location;
    • you are involved in fraud, money laundering, collusion, or other criminal or regulatory offences;
    • your Account is linked to chargebacks or unauthorized payment activity;
    • it is required by applicable law, regulation, court order, or regulator instruction.
  • Where permissible by law, the Operator will notify you of the reasons for suspension or termination and any steps you may take to address the issue.

8.3 Effect of termination

  • Upon termination:
    • you must cease using the Website and Services;
    • any non-withdrawable Bonuses and bonus winnings will be forfeited;
    • subject to regulatory and AML requirements, any remaining Real Money Balance will be returned to you, unless the funds are reasonably suspected to be related to fraud or unlawful conduct.
  • Termination does not affect any rights or obligations that have already accrued, including any pending investigations or legal proceedings.

13. Account Registration

13.1 Eligibility and age requirements

  • You may only open an Account if:
    • you are at least 19 years old if playing from Ontario, or at least 18 or 19 years old in other Canadian provinces or territories depending on local law (you are responsible for ensuring you meet the legal gambling age where you are located);
    • online gambling is legal in your jurisdiction and you are not a self-excluded or prohibited individual under local laws or regulatory rules;
    • you are physically located in Canada when placing real-money wagers, and, for Ontario, physically within the province when accessing Ontario-regulated games.
  • The Operator may perform age and identity verification checks and will close or restrict Accounts if you are found to be underage or otherwise ineligible. Wagers placed while underage may be voided and any winnings forfeited, subject to applicable law and regulator directions.

13.2 Registration process

  • To create an Account, you must:
    • complete the online registration form, providing accurate and complete information including your full name, date of birth, address, email address, and any other requested details;
    • confirm your email address via the verification link sent to you (where applicable);
    • accept these Terms and any other mandatory policies by ticking the relevant checkboxes.
  • You may be asked to select which regulated environment applies to you (for example, Ontario vs. Rest of Canada). The Operator may also determine this automatically based on your geolocation and other factors, in line with regulatory requirements.

13.3 KYC and verification

  • The Operator is required to comply with AML, counter-terrorist financing, and responsible gaming regulations. Accordingly, it may request, at any time and prior to allowing withdrawals or continued play:
    • government-issued photo identification (e.g., passport, driver's licence);
    • proof of address (e.g., utility bill, bank statement);
    • proof of ownership of payment methods (e.g., redacted card copy or bank statement);
    • additional information to clarify source of funds or wealth, if required by law or regulation.
  • Failure to provide requested documents within a reasonable timeframe may lead to suspension or closure of your Account and withholding of funds as required or permitted by law.

13.4 User obligations and account security

  • You must:
    • ensure that all registration and KYC information is truthful, current, and accurate, and promptly update any changes (such as address or email);
    • keep your login credentials confidential and not share them with any third party;
    • immediately notify the Operator if you become aware of any unauthorized access to your Account.
  • You are responsible for all activity on your Account, whether or not authorized by you, until the Operator is notified of any suspected misuse and has had a reasonable time to act.
  • You may hold only one Account with the Website in each regulated environment, unless the Operator expressly approves otherwise in writing. Multiple Accounts may be closed and any Bonuses cancelled.

17. Privacy & Data Protection

  • Your personal data is collected, used, stored, and disclosed in accordance with the Operator's Privacy and Cookies Policy, which forms part of these Terms.
  • You can review the Privacy and Cookies Policy at:
    • https://playerspalacecasino.com/en/privacy/
  • The Operator processes your data to:
    • provide and manage your Account and the Services;
    • comply with legal and regulatory obligations, including AML and responsible gambling requirements;
    • verify your identity and eligibility;
    • carry out risk management, security, and fraud-prevention measures;
    • where permitted, send you service communications and, subject to your consent and local law, marketing communications.
  • Your rights, including access, correction, deletion, and complaint mechanisms, are set out in the Privacy and Cookies Policy and may vary depending on your location and applicable law.

18. Limitation of Liability

18.1 Operator's obligations

  • The Operator will:
    • provide the Services with reasonable skill and care and in accordance with applicable laws and regulations in the relevant jurisdiction (including the Kahnawake Gaming Commission and AGCO/iGO, where applicable);
    • ensure that the outcome of games is determined by certified random number generators or properly operated live equipment tested by independent bodies such as eCOGRA, in line with regulatory standards;
    • use reasonable endeavours to maintain accurate Account and transaction records.

18.2 Exclusions of liability

  • To the maximum extent permitted by law, the Operator is not liable for:
    • any loss or damage arising from your failure to comply with these Terms;
    • any loss of profits, business, opportunities, or goodwill, or any indirect, consequential, or special damages, whether arising in contract, tort, or otherwise;
    • technical failures, system errors, bugs, interruptions, delays, or network issues on your side or on the internet generally that affect access to the Services;
    • any failure of your equipment, software, or internet connection;
    • the content of third-party websites or services linked from the Website.
  • Nothing in these Terms excludes or limits any liability which cannot be excluded or limited under applicable law, including liability for fraud or fraudulent misrepresentation, or for any statutory rights you may have as a consumer under Canadian or provincial law.

18.3 Maximum compensation

  • Subject to the above, and to the extent permitted by law, the Operator's aggregate liability to you for any claim arising out of or in connection with a particular bet, game round, or transaction shall not exceed:
    • the amount of the actual stake or bet placed by you on the game or transaction giving rise to the claim; or
    • where the claim relates to miscredited funds or incorrect settlement, the amount of the misapplied payment.

20. Changes to Terms

20.1 Right to amend

  • The Operator may amend these Terms from time to time for reasons including:
    • compliance with legal or regulatory changes in Canada, Kahnawake, Ontario, Malta, or the United Kingdom;
    • enhancements or changes to the Services;
    • clarification or correction of drafting errors.

20.2 Notification of changes

  • When material changes are made, the Operator will provide notice by one or more of the following:
    • email to the address associated with your Account;
    • a prominent banner or pop-up notification on the Website or within your Account;
    • requiring you to re-accept the updated Terms upon your next login.
  • The updated Terms will indicate the "last updated" date, which will not be earlier than 1 January 2026 for changes made after that date.

20.3 Acceptance and right to discontinue

  • By continuing to use the Website or Services after changes take effect, you are deemed to have accepted the updated Terms.
  • If you do not agree with the revised Terms, you must discontinue use of the Services and may close your Account. In that case, subject to applicable law, any remaining Real Money Balance will be returned to you, and Bonuses will be handled in accordance with the bonus terms and regulatory requirements.

Governing Law & Jurisdiction

Applicable law

  • For players in the Kahnawake Market (Canada outside Ontario), these Terms and your relationship with Fresh Horizons Ltd. are governed by the laws of the Mohawk Territory of Kahnawake and, where applicable, the laws of Canada.
  • For players in the Ontario Market, these Terms and your relationship with Apollo Entertainment Limited, to the extent they apply to Ontario-regulated play, are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.

Dispute resolution

  • You should first contact customer support using the details in the Contact Information section to attempt to resolve any complaint or dispute.
  • If your complaint is not resolved, you may have the following escalation options, depending on your jurisdiction:
    • Ontario players:
      • You may follow the dispute and complaint processes outlined by AGCO and iGaming Ontario at:
    • Players in Canada outside Ontario:
      • You may refer unresolved disputes to the Kahnawake Gaming Commission complaint process:
        • https://gamingcommission.ca/complaints.htm
      • Where applicable, you may also use eCOGRA's alternative dispute resolution (ADR) services at:
  • Nothing in this section limits your right to bring a claim before a competent court in your place of residence where such right is provided by mandatory law.

Regional Compliance Note: Players are encouraged to review local responsible gambling resources, including the Responsible Gambling Council at https://responsiblegambling.org, and the Operator's responsible gaming information at https://playerspalacecasino.com/en/responsible-gaming/, which operate alongside these Terms for all players using Players Palace Casino via playerspalace-ca.com.