SIGN UP

Koru Casino Terms of Use

These Terms of Use explain the rules that apply when a person visits Koru Casino, creates a player account, makes a transaction or takes part in real-money gaming. Please read this document carefully before using the website.

1. Website Operator and Acceptance of Terms

Koru Casino is operated by Novatrix SRL, company number 3-102-893958, with a registered address in Cartago, Oreamuno, Potrero Cerrado, Cartago, 30703, Costa Rica. The operator holds Tobique Gaming Commission licence number 0000002.

By registering an account or continuing to use Koru Casino, you confirm that you have read, understood and accepted these Terms of Use. You must not use the website if you disagree with any part of this document.

We may amend these terms when operational, legal, regulatory or security requirements change. Important updates may be communicated through the contact details linked to your account. Players should also review this page periodically.

The official language of the website and these terms is English. Where a translated version differs from the English version, the English wording will apply.

Players should retain copies of relevant transaction records and the terms that applied when a transaction was completed.

2. Eligibility and Geographic Restrictions

Koru Casino may only be used in locations where online gambling is permitted. Each player is responsible for checking the laws that apply in their country, province, state or territory before registering, depositing or placing a wager.

To create an account, a player must:

  • Be at least 18 years old;
  • Meet any higher minimum gambling age required locally;
  • Have the legal capacity to enter into a binding agreement;
  • Use the website only from an eligible jurisdiction;
  • Provide accurate personal and account information.

We may request proof of age at any time. Access to the website may be limited and an account may be suspended until suitable documentation is received.

Restricted Locations

Real-money deposits and casino play are not available to users located in the following countries, regions or territories:

Afghanistan, Belarus, Bahrain, Belgium, Brazil, British Indian Ocean Territory, Bulgaria, the Canadian province of New Brunswick, Central African Republic, China, Cuba, Cyprus, Democratic Republic of Congo, El Salvador, Estonia, Georgia, Gibraltar, Greece, Guernsey, Haiti, Iran, Iraq, Israel, Japan, Jersey, Latvia, Libya, Lithuania, Malta, Myanmar, the Netherlands, North Korea, Poland, Romania, Russia, Somalia, South Sudan, Syria, Ukraine, the United Kingdom, the United States, Venezuela and Yemen.

Withdrawals or refunds cannot be guaranteed where a player has breached the geographic restrictions applicable to the account.

Promotional rewards, VIP benefits and comp-point exchanges are unavailable to players located in Sweden.

Age Checks for Cryptocurrency Players

A player who intends to deposit or play using Bitcoin may be required to complete age verification before making a deposit or placing a wager. Acceptable evidence may include a passport, driving licence, national identity card or another valid government-issued document.

An account may be closed when the player fails to provide adequate proof that they meet the applicable minimum age.

3. Game Availability and Provider Restrictions

Not every game is available in every jurisdiction. Individual software providers may impose their own territorial restrictions, and those rules may change without prior notice.

Using a VPN, proxy service or another method to disguise a player’s actual location is prohibited. Attempts to bypass a provider restriction may result in game access being removed, winnings being cancelled or the player account being closed.

NetEnt Restrictions

NetEnt games may not be supplied in certain regulated jurisdictions unless the required local permissions are held. These jurisdictions include:

Belgium, Bulgaria, Colombia, Croatia, Czech Republic, Denmark, Estonia, France, Italy, Latvia, Lithuania, Mexico, Portugal, Romania, Spain, Sweden, Switzerland, the United Kingdom and the United States.

NetEnt casino content is also unavailable in the following blacklisted territories:

Afghanistan, Albania, Algeria, Angola, Australia, Bahamas, Belgium, Botswana, Bulgaria, Colombia, Croatia, Czech Republic, Denmark, Ecuador, Estonia, Ethiopia, France, Ghana, Guyana, Hong Kong, Iran, Iraq, Israel, Italy, Kuwait, Latvia, Lithuania, Mexico, Namibia, Nicaragua, North Korea, Pakistan, Panama, Philippines, Portugal, Romania, Singapore, Spain, Sudan, Sweden, Switzerland, Syria, Taiwan, Trinidad and Tobago, Tunisia, Uganda, the United Kingdom, the United States, Yemen and Zimbabwe.

Restrictions for Selected Branded Games

Some branded NetEnt games are subject to additional limitations:

  • Planet of the Apes: unavailable in Azerbaijan, China, India, Malaysia, Qatar, Russia, Thailand, Turkey and Ukraine.
  • Vikings: unavailable in Azerbaijan, Cambodia, Canada, China, France, India, Indonesia, Laos, Malaysia, Myanmar, Papua New Guinea, Qatar, Russia, South Korea, Thailand, Turkey, Ukraine and the United States.
  • Narcos: unavailable in Indonesia and South Korea.
  • Fashion TV: unavailable in Cuba, Jordan, Saudi Arabia and Turkey.

Street Fighter may not be offered in several countries and territories across North America, Central America, South America, the Caribbean and selected parts of Asia, including Canada, China, Japan, Mexico, South Korea and the United States.

Universal Monsters titles, including Dracula, Creature from the Black Lagoon, Phantom’s Curse and The Invisible Man, are available only in specifically approved territories listed by the provider.

Other Software Provider Rules

  • Players located in Canada cannot access games supplied by NYX.
  • Players located in Sweden cannot access Play’n GO or Pragmatic Play games.
  • Microgaming titles are unavailable in Australia, Belgium, Denmark, France, Italy, the Philippines, Singapore, South Africa, Spain, Taiwan, the United Kingdom and the United States.
  • Amatic games are unavailable in Australia, Austria, Estonia, Greece and the United States.

The game catalogue shown after login reflects the content currently available for the player’s registered location.

4. Supported Account Currencies

Koru Casino may accept deposits and withdrawals in the following currencies:

  • Australian dollar;
  • Canadian dollar;
  • Euro;
  • New Zealand dollar;
  • United States dollar;
  • Bitcoin;
  • Ethereum;
  • Tether;
  • Litecoin;
  • Dogecoin;
  • TRON.

Cryptocurrency values may change significantly over time. The rate used for a bet or withdrawal is determined when the relevant transaction is processed, using the applicable Coinbase conversion data.

Koru Casino does not provide a cryptocurrency exchange service and does not convert digital assets into other account currencies on request.

5. Taxes and Personal Obligations

Players are responsible for identifying, reporting and paying any tax that may apply to deposits, gambling activity or winnings under the laws of their jurisdiction.

Koru Casino does not provide personal tax advice and cannot determine the individual tax position of a player.

6. Understanding Casino Games

Players are expected to read and understand the rules of a game before placing a wager. Information about paylines, betting options, payouts, return-to-player values and special features is normally available within the game interface.

A wager should only be placed after the player understands how the selected game operates.

7. Service Limitations and Liability

Real-money gambling involves the possibility of losing deposited funds. By using Koru Casino, the player accepts this financial risk.

We use reasonable measures to protect personal information and operate the website. However, no online service can guarantee uninterrupted access or the complete absence of technical errors.

Koru Casino is not responsible for problems caused by:

  • The player’s device, hardware or software;
  • An unstable or interrupted internet connection;
  • Third-party payment services;
  • External software providers;
  • Incorrect device settings;
  • Events outside the reasonable control of the operator.

If a wager, payment, bonus or account credit is recorded incorrectly because of a technical, administrative, pricing or human error, we may cancel or correct the affected transaction.

Funds, bonuses or winnings credited by mistake remain the property of Koru Casino. An incorrect amount may be removed from the account. If it has already been withdrawn, the player may be required to repay it.

To the extent permitted by applicable law, Koru Casino, its employees, directors, contractors and service providers do not guarantee that:

  • The website will always be available;
  • Every game will function without interruption;
  • The software will be free from faults;
  • The website will satisfy every personal or technical requirement.

The player agrees to indemnify the operator and its service partners against losses, expenses, liabilities or claims resulting from unlawful use of the website or a breach of these terms.

Koru Casino determines whether account activity has breached its rules and whether suspension, restriction or permanent closure is appropriate, subject to applicable law and dispute procedures.

8. Rules for Player Accounts

Each player may register only one personal account. Additional accounts connected to the same person, household, residential address, device or IP address may be treated as duplicate accounts.

A duplicate account may be closed, and bonuses, winnings or other balances associated with it may be cancelled or recovered.

A player must not:

  • Allow another person to use the account;
  • Give account access to a minor;
  • Sell, transfer or share the account;
  • Use the website for commercial gambling activity;
  • Register an account using false or incomplete information.

We may contact the phone number registered on the account as part of verification. Withdrawals may remain pending until the account holder completes all requested checks.

If we cannot contact the player within two weeks after requesting verification, the account may be restricted or locked.

9. Fraud Prevention and Prohibited Conduct

Koru Casino applies anti-fraud and anti-abuse controls to protect players, payment systems and the integrity of casino games.

Prohibited activity includes, but is not limited to:

  • Colluding with another player;
  • Using bots, scripts or unauthorised software;
  • Submitting a dishonest chargeback;
  • Making false claims against the operator;
  • Exploiting a software error, bug or game defect;
  • Using stolen or third-party payment details;
  • Attempting to conceal the source of funds;
  • Creating multiple accounts to obtain additional rewards.

Where fraudulent or deceptive activity is suspected, we may:

  • Suspend or close the account;
  • Cancel associated wagers or winnings;
  • Freeze funds while an investigation is completed;
  • Recover losses or investigation costs from the available balance;
  • Report relevant conduct to payment providers, regulators or law enforcement authorities;
  • Begin civil or criminal proceedings where appropriate.

Promotion Misuse

A bonus, free-spin reward or related winnings may be cancelled where a player attempts to use a promotion in a manner that conflicts with its intended purpose.

Examples of promotion misuse include:

  • Using high-variance games solely to manipulate wagering progress;
  • Changing to unusually small wagers after a large bonus win;
  • Delaying game rounds until wagering requirements have been completed;
  • Using several accounts, devices or shared connections to claim the same offer;
  • Claiming bonuses without genuine real-money play;
  • Exploiting a system error to obtain financial value;
  • Maintaining an abusive relationship between deposits and claimed rewards.

Verification Documents

To confirm identity and account ownership, we may request:

  • A valid passport, driving licence or national identity document;
  • A recent bank statement, utility bill or other proof of address;
  • Evidence that the selected payment method belongs to the player;
  • A live or recorded video verification where normal documentation is insufficient.

Documents may need to use Latin or Cyrillic characters. Failure to provide suitable verification may result in account closure and the cancellation of funds where permitted by the applicable rules.

Reporting Technical Errors

A player who discovers a software fault or incomplete system function must not exploit it. The issue should be reported through the official support channels as soon as possible.

A player who knowingly benefits from an error may be required to compensate the operator for related losses and costs.

Deposit Wagering Requirement

Deposited funds must normally be wagered at least once before they become eligible for withdrawal. If several deposits have been made without gaming activity, the combined amount may need to be wagered.

Where money laundering, payment misuse or another financial risk is suspected, the operator may require deposits to be wagered up to three times before a withdrawal is considered.

A Koru Casino account is not a bank account, does not earn interest and must not be used as a currency conversion or money-transfer service.

10. Deposits

The cashier may provide access to Visa, Mastercard and various alternative payment options. The exact methods available depend on the player’s location, account currency and payment history.

Players must use only payment methods registered in their own name. Third-party deposits are prohibited.

If a deposit is made from another person’s bank account, card, wallet or payment service, associated winnings may be cancelled and the original deposit may be returned to the payment owner.

The standard minimum deposit is €20 or the equivalent amount in another supported currency. The maximum deposit depends on the selected payment method and is shown in the cashier.

Cryptocurrency deposits may not support conventional deposit limits because of the technical operation of blockchain payment systems. Players who require a fixed deposit limit should use another available payment option.

A deposit is considered completed only after it has been received and confirmed by the relevant payment provider.

If a transaction is rejected, reversed, denied or charged back, winnings connected to that deposit may be cancelled.

11. Withdrawals

The minimum withdrawal depends on the account currency and payment method. Standard minimum amounts include:

  • €20 for euro withdrawals;
  • US$20 for United States dollar withdrawals;
  • C$30 for Canadian dollar withdrawals;
  • A$30 for Australian dollar withdrawals;
  • NZ$30 for New Zealand dollar withdrawals;
  • NOK 200 for Norwegian krone withdrawals;
  • ZAR 350 for South African rand withdrawals;
  • INR 1,700 for Indian rupee withdrawals.

The minimum cryptocurrency withdrawal is calculated using the digital-currency equivalent of €20 at the time of the request.

Maximum amounts are determined by the selected payment system. A withdrawal that exceeds the method limit may be processed in several instalments.

Identity Checks Before Payment

We may verify a player’s identity, address and payment ownership before processing a withdrawal. A request may be delayed or refused if the submitted details are false, incomplete or inconsistent with the registered account.

Verification may require:

  • A valid identity document;
  • The player’s full legal name;
  • The complete residential address;
  • Confirmation of the account’s registered contact details;
  • Evidence of payment-method ownership.

Relevant activity may be reported to regulatory or law-enforcement bodies where required.

Card Withdrawals

The website may support Visa Original Credit Transfer and Mastercard Payment Transfer. These options are subject to the card issuer, supported country rules and the requirement that the card is not a corporate card.

A bank or card issuer may reject a transaction even where the card type is generally supported.

Where necessary, Koru Casino may process a withdrawal through a different verified payment method.

Processing Periods

We aim to review withdrawal requests within 72 hours. The final delivery time depends on account verification, the payment method and the processing schedule of third-party providers.

Withdrawal Limits

Unless different limits are shown in the player account, the following general limits apply:

  • Standard accounts: up to 2,500 EUR, USD, CAD, NZD or AUD per week, and up to 10,000 in the corresponding currency per month.
  • VIP accounts: up to 5,000 EUR, USD, CAD, NZD or AUD per week, and up to 20,000 in the corresponding currency per month.

Equivalent limits may apply to cryptocurrency withdrawals. Progressive jackpot prizes are paid in full, although the payment may be divided into instalments where required.

If the original deposit was made by card, an amount up to the deposited total may be returned to that card. Any remaining balance may be paid through another verified method.

The website’s internal operating currency is the euro. Transactions in another currency may involve conversion differences applied by a bank or payment processor.

Bank-transfer withdrawals may require up to three working banking days after approval. Intermediary banks may also charge fees outside the control of Koru Casino.

Player balances do not earn interest, and the website does not provide banking, investment or exchange services.

12. Inactive Player Accounts

An account may be classified as inactive when the player has not logged in for 12 consecutive months.

Where an inactive account retains a positive balance, a monthly administrative fee of €20 or the equivalent may be deducted. If the remaining balance is lower than the fee, the available balance may be deducted instead.

The fee stops when:

  • The account is used again;
  • The account balance reaches zero;
  • The account is closed under an applicable procedure.

13. Time Limit for Claims

Any claim or legal cause of action connected to these terms, the website or a casino service must be submitted within one year after the event giving rise to the claim.

14. Refund Requests

A refund request will normally be considered only when it is submitted:

  • Within 24 hours of the disputed transaction; or
  • Within 30 calendar days where the player claims that another person accessed the account.

Where a player used a credit card, the operator may return eligible amounts to the same card up to the total originally deposited. Any amount above the deposited total may be paid through another supported method.

Before a refund is calculated, bonus balances and winnings may be removed.

A transaction considered unsafe or legally problematic by the casino or payment processor may be returned to the original card. Relevant information may also be shared with authorised parties where required.

The player is responsible for costs arising from a refund procedure.

Supporting documents may include:

  • A photograph or copy of an identity document;
  • Evidence of the payment method;
  • A document confirming the current residential address;
  • Additional information requested during verification.

We may contact the phone number registered on the account. A refund or withdrawal can remain suspended until verification is completed.

If the player cannot be reached within two weeks, the account may be locked. Approved refunds are generally processed within five to seven banking days.

15. Complaints and Disputes

A complaint should first be submitted through the official Koru Casino support channels. Matters that cannot be resolved immediately may be referred to the appropriate internal team.

Only the registered account holder may submit or continue a complaint. A complaint cannot be sold, assigned or transferred to another individual or organisation.

A complaint handled by an unauthorised third party may be rejected.

In a dispute involving a game result, transaction or account action, the records stored on the casino servers will be treated as the authoritative record. Where the information shown on a player’s device differs from the server record, the server result will apply.

We may use the contact details stored in the player account when communicating about a dispute.

After completing the internal complaint process, an unresolved matter may be submitted to EGIS, the independent alternative dispute resolution body connected to the Tobique licensing framework.

16. No Transfer of Account Rights

A player may not transfer, sell, assign, pledge, gift or otherwise dispose of an account, balance, deposit, wager, winning, claim or legal right connected to Koru Casino without prior approval from the operator.

This restriction also applies to arrangements involving trustees, agents, brokers, companies or other third parties.

17. Arbitration

Disputes arising from these terms, the use of Koru Casino or related agreements may be referred to arbitration in Costa Rica, subject to any rights that cannot legally be excluded in the player’s jurisdiction.

18. Identity Verification and KYC

By accepting these terms, the player authorises Koru Casino to perform identity, age, contact and payment checks when reasonably required by the operator, a payment provider, a regulator or another authorised party.

Real-money play is available only to natural persons who hold their own verified account.

During registration or verification, a player may be required to provide:

  • Date of birth;
  • Full legal name;
  • Residential address;
  • Valid account contact information;
  • Proof of identity;
  • Proof of address;
  • Evidence of payment-method ownership.

An account may remain suspended while requested information is being reviewed.

Underage Accounts

If a person is found to have used real-money services before reaching the required gambling age:

  • The account will be closed;
  • Wagers placed while underage may be cancelled;
  • Related transactions may be reversed where appropriate;
  • Winnings obtained during that period may be forfeited;
  • Previously withdrawn winnings may need to be repaid.

A deposit may be withheld where the account was created or used in breach of the operator’s age and verification rules.

Incorrect Registration Information

Players must provide complete and truthful information. Where registration details are false, misleading, incomplete or inconsistent with official documents, the account may be closed and its balance may be cancelled in accordance with these terms and applicable law.

Responsible Gambling

Koru Casino is intended for adults who meet the legal gambling age in their jurisdiction. Gambling should be treated as entertainment and not as employment, an investment or a way to recover financial losses.

Players should decide in advance how much time and money they can reasonably spend. Funds required for housing, food, bills, debt repayments or other essential expenses should not be used for gambling.

Account controls may be available for setting limits, taking a temporary break or requesting self-exclusion. A player who is concerned about their gambling activity should stop playing and seek assistance from an independent responsible gambling organisation.

Play responsibly and never gamble with money you cannot afford to lose.