truwin Terms & Conditions — Platform User Agreement

01. Acceptance of Terms

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Player", "User", "you") and truwin ("Company", "Platform", "we", "us", "our") governing your access to and use of the truwin website at truwin.org and all associated services, including but not limited to the online casino, sportsbook, live dealer games, slot games, and payment services (collectively, the "Platform").

By completing the registration process, ticking the acceptance checkbox, or continuing to use the Platform after any amendment to these Terms has been published, you acknowledge that you have read and understood these Terms and agree to be legally bound by them. These Terms should be read in conjunction with the truwin Privacy Policy and Responsible Gaming Policy, both of which are incorporated herein by reference.

If you are accessing the Platform on behalf of another person, you represent and warrant that you have the authority to bind that person to these Terms, and by using the Platform you are accepting these Terms on their behalf.

02. Eligibility & Registration

Use of the truwin Platform is restricted to individuals who meet all of the following eligibility criteria:

• You are at least 21 years of age. This is a strict minimum requirement with no exceptions.
• You are accessing the Platform from a jurisdiction in which online gaming is lawfully permitted for you personally.
• You are not a current employee, contractor, director, officer, or agent of truwin, nor an immediate family member of such a person.
• You are not self-excluded from the Platform or from online gambling more generally under any applicable self-exclusion programme.
• You are acting on your own behalf and not as an agent or representative of a third party.
• You have not previously had a truwin account closed or suspended for breach of these Terms.

Each player may maintain only one (1) registered account on the truwin Platform. Duplicate accounts are strictly prohibited and will result in the closure of all associated accounts and the forfeiture of any balances held therein. truwin reserves the right to request documentary proof of identity and age at any stage of the registration process or thereafter, including but not limited to a copy of a valid Pakistani CNIC, passport, or other government-issued identification document.

03. Account Security

You are solely responsible for maintaining the confidentiality of your account login credentials, including your username and password. You must not share your account credentials with any third party under any circumstances. truwin will not be liable for any loss arising from unauthorised access to your account resulting from your failure to safeguard your credentials.

You must notify truwin immediately if you suspect that your account has been accessed by an unauthorised party. truwin offers SMS-based two-factor authentication (2FA) for all registered accounts, and players are strongly encouraged to enable this feature from the account security settings page.

truwin maintains a log of all login activity associated with your account, including device type, IP address, and timestamp. This information is available to you from the account settings page and is used by truwin's fraud detection systems to identify anomalous access patterns.

04. Platform Services

truwin offers the following services to eligible registered players:

• Online Casino: A library of 500+ slot titles, RNG table games, and live dealer casino games including Baccarat, Roulette, Andar Bahar, Teen Patti, and Blackjack, provided by licensed third-party game suppliers.
• Sports Betting: Pre-match and live in-play betting markets on cricket (including PSL, Test matches, and T20 Internationals), football, UFC, and other sporting events.
• PKR Cashier: A multi-channel payment system supporting JazzCash, EasyPaisa, HBL, UBL, Meezan Bank, Raast, Visa, and Mastercard transactions denominated in Pakistani Rupees.

truwin reserves the right to add, modify, suspend, or discontinue any service or feature at any time and without prior notice. The availability of specific games or betting markets may vary and is not guaranteed. Service interruptions due to scheduled maintenance will be communicated where practicable.

05. Betting & Gaming Rules

The following rules apply to all betting and gaming activity on the truwin Platform:

• All bets and wagers are final once confirmed. truwin does not accept requests to cancel or amend a confirmed bet except in circumstances where a clear and demonstrable technical error has occurred on truwin's side.
• truwin reserves the right to void any bet placed on an event where the outcome was already known at the time the bet was placed, or where the bet was placed after an event has concluded due to a data feed delay.
• Minimum and maximum stake limits apply to all games and markets. These limits are displayed at the relevant game or market and may be adjusted by truwin at any time.
• In the event of a disconnection during a live game session, truwin's server-side records of the game state will be treated as definitive. Where a game round was interrupted mid-play, truwin will endeavour to complete and settle the round in accordance with its logged state.
• Winnings from all casino games and sports bets are credited to your PKR account balance upon settlement. Settlement times for sports betting are dependent on official match result confirmations.
• truwin's PSL cricket betting markets are governed by official PCB match results. In the event of a match being abandoned, reduced by the Duckworth-Lewis-Stern method, or replayed, truwin's specific sport rules for each market type will apply.

06. Deposits & Withdrawals

All financial transactions on the truwin Platform are conducted in Pakistani Rupees (PKR). The following conditions apply:

• Minimum Deposit: Rs 200 per transaction across all supported payment methods.
• JazzCash & EasyPaisa: Deposits are credited in real time. Withdrawals to JazzCash and EasyPaisa wallets are processed within 24 hours of approval.
• Bank Transfers (HBL, UBL, Meezan Bank, Raast): Deposit processing times vary by banking institution. Raast transfers via the SBP instant payment system are credited in real time. Traditional bank transfers may take up to two (2) business days.
• Card Payments (Visa, Mastercard): Subject to card issuer processing times. Withdrawals cannot be made directly to a payment card; players must use a supported wallet or bank account for withdrawal.
• Withdrawal Verification: All withdrawal requests require completed Know Your Customer (KYC) verification. First withdrawals will trigger a mandatory identity verification process. Failure to provide requested documents within seven (7) calendar days may result in the withdrawal request being cancelled.
• Withdrawal Limits: Minimum withdrawal is Rs 500. Maximum single withdrawal limits apply and are displayed in the cashier section at the time of the withdrawal request.
• truwin does not charge fees for deposits or withdrawals. However, your payment provider or bank may apply their own fees, for which truwin bears no responsibility.
• Players may only withdraw funds to payment methods that belong to them personally and have been previously used to deposit. Third-party payment requests will not be processed.

07. Bonuses & Promotions

truwin offers promotional bonuses to both new and existing registered players from time to time. The following general conditions apply to all bonuses unless otherwise stated in the specific promotion terms:

• All bonuses are subject to wagering requirements that must be satisfied before any bonus-derived funds may be withdrawn. Specific wagering multipliers are stated in each individual promotion's terms.
• Bonus funds are separate from real-money balance and will be used first in gameplay unless the promotion terms specify otherwise.
• Each registered player is entitled to claim each promotion only once. Attempts to claim a promotion multiple times — including through the use of duplicate accounts, multiple devices, or shared household registrations — constitute bonus abuse and are a material breach of these Terms.
• truwin reserves the right to withdraw, modify, or cancel any promotion at any time without prior notice. Promotions have expiry dates after which unused bonus funds and free spins will be removed from the account.
• Bonuses are intended for recreational players. truwin reserves the right to withhold or cancel bonus awards where it has reasonable grounds to believe that a player is engaging in low-risk betting strategies solely to extract bonus value.
• Free spins are game-specific and expire within the timeframe stated in the relevant promotion. Winnings from free spins are credited as bonus funds and subject to applicable wagering requirements.

08. Prohibited Conduct

The following activities are strictly prohibited on the truwin Platform and will result in immediate account suspension, forfeiture of balances, and may be reported to the appropriate authorities:

• Using automated software, bots, artificial intelligence tools, or any mechanical or electronic means to place bets or interact with the Platform in a manner not intended for human users.
• Engaging in any form of collusion with other players, whether on the Platform or through external communication, with the intent to gain an unfair advantage.
• Attempting to exploit software errors, bugs, glitches, or misconfigured odds to place bets at prices or under conditions that would not ordinarily be available.
• Using the truwin Platform to launder money or process payments on behalf of third parties. All transactions must reflect genuine gaming activity by the registered account holder.
• Providing false, incomplete, or misleading information during registration, KYC verification, or any other interaction with the truwin platform or support team.
• Accessing the Platform from a jurisdiction in which doing so is prohibited by applicable law.
• Engaging in any form of fraud, including but not limited to chargeback fraud, payment reversal schemes, or identity theft.
• Posting, transmitting, or sharing any content through truwin's support or communication channels that is abusive, defamatory, threatening, or otherwise unlawful.

09. Responsible Gaming

truwin is committed to promoting responsible gaming practices among all registered players. The Platform provides the following tools, accessible from the account settings dashboard at any time:

• Deposit Limits: Players may set daily, weekly, or monthly deposit limits on their account. Limits take effect immediately and cannot be increased for a minimum of seven (7) days after the increase request is made.
• Session Time Limits: Players may configure alerts and automatic session termination based on time spent on the Platform in a single sitting.
• Loss Limits: Players may set a maximum loss threshold per day, week, or month, after which the account will be temporarily suspended for gaming activity.
• Self-Exclusion: Players may request a temporary cooling-off period of 24 hours, 7 days, 30 days, or 90 days, or a permanent self-exclusion from the Platform. Self-exclusion requests are processed within 24 hours and are binding. Permanent self-exclusion cannot be reversed.
• Reality Check: Players may enable periodic pop-up notifications displaying session duration and net gaming activity to promote awareness of time and money spent.

truwin will not knowingly allow access to any player who has self-excluded from the Platform. If a self-excluded player successfully accesses the Platform due to an error, truwin will void any activity that took place during that session and refund any deposits made. Players in Pakistan who are experiencing gambling-related difficulties are encouraged to seek support from a qualified mental health professional or contact truwin's responsible gaming team via [email protected].

10. Intellectual Property

All content available on the truwin Platform — including but not limited to the truwin brand, logo, website design, software, game content provided under licence from third-party suppliers, text, graphics, icons, images, and audio-visual materials — is the exclusive intellectual property of truwin or the respective third-party rights holder and is protected by applicable intellectual property law.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for personal, non-commercial entertainment purposes only. You may not copy, reproduce, distribute, modify, reverse engineer, create derivative works from, or commercially exploit any part of the Platform without the prior written consent of truwin or the relevant rights holder.

11. Limitation of Liability

To the maximum extent permitted by applicable law, truwin and its officers, directors, employees, agents, licensors, and service providers shall not be liable for any indirect, incidental, special, consequential, punitive, or exemplary damages arising from or in connection with your use of the Platform, including but not limited to:

• Loss of profits, revenue, or anticipated winnings;
• Loss of data or account information;
• Interruption of service due to scheduled or unscheduled maintenance, technical failure, or third-party infrastructure issues;
• Delays in deposit or withdrawal processing caused by third-party payment providers including JazzCash, EasyPaisa, HBL, UBL, Meezan Bank, or card networks;
• Actions taken by truwin in good faith to enforce these Terms, including account suspension or fund withholding pending investigation.

In no event shall truwin's aggregate liability to you for any claim arising out of or related to these Terms or the Platform exceed the total amount deposited by you into your truwin account in the thirty (30) days immediately preceding the event giving rise to the claim.

The Platform is provided on an "as is" and "as available" basis. truwin makes no warranties, express or implied, regarding the Platform's fitness for a particular purpose, uninterrupted availability, or freedom from errors or viruses.

12. Account Closure & Suspension

truwin reserves the right to suspend or permanently close any account, at its sole discretion, with or without prior notice, in circumstances including but not limited to:

• Breach of any provision of these Terms;
• Discovery that the account holder is under 21 years of age;
• Fraudulent, deceptive, or abusive conduct;
• Failure to complete KYC verification within the specified timeframe;
• Receipt of a self-exclusion request from the player;
• A court order, regulatory directive, or law enforcement request;
• Reasonable suspicion of money laundering or other financial crime.

Upon account closure for breach of these Terms, truwin reserves the right to withhold any remaining account balance pending investigation. Where an account is closed at the player's own request with no outstanding breach, the verified account balance in PKR will be returned to the player via their last used withdrawal method within a reasonable timeframe, subject to completion of any applicable KYC requirements.

Players wishing to close their account voluntarily may do so by contacting the truwin support team at [email protected].

13. Amendments to These Terms

truwin reserves the right to amend, update, or replace these Terms at any time. Where changes are material, truwin will provide reasonable notice to registered players via the email address associated with their account or via an in-platform notification. Continued use of the Platform after the effective date of any amendment constitutes your acceptance of the revised Terms.

It is your responsibility to review these Terms periodically. The version number and effective date displayed at the top of this document and in the header metadata indicate the current revision in force. Prior versions of these Terms may be obtained by contacting the truwin support team.

14. Governing Law & Dispute Resolution

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of the jurisdiction in which truwin is incorporated and licensed as an operator. In the event of a dispute between you and truwin, both parties agree to first attempt resolution through truwin's internal customer support escalation process before pursuing any formal legal remedy.

If a dispute cannot be resolved through the internal escalation process within thirty (30) calendar days of formal notification to truwin's support team, either party may pursue resolution through the competent courts or arbitration body as specified by the governing jurisdiction. Nothing in this clause shall restrict either party from seeking urgent injunctive or declaratory relief where necessary to protect intellectual property rights or prevent irreparable harm.

15. Contact Information

If you have any questions about these Terms and Conditions, wish to raise a complaint, or need to contact truwin regarding your account, you may reach the truwin support team through the following channel:

Email: [email protected]

Please note that the support email address is provided as plain text for your reference. Do not reply to automated system notifications — all enquiries should be directed to the address above. The truwin support team operates during standard business hours and aims to respond to all enquiries within 48 hours.