Terms & Conditions Pools — A Complete Platform Usage Guide for Malaysian Members

1Acceptance of Pools Terms of Use

These Terms & Conditions ("Terms") constitute a legally binding agreement between you ("Member" or "User") and Pools ("Platform", "we", "us"). These Terms govern all aspects of your use of the website, mobile application, and all services offered by Pools.

By accessing, registering, logging in to, or using any part of the Pools platform, you confirm that you have read, understood, and agreed to be bound by these Terms, along with Pools' Privacy Policy and Responsible Gaming Policy, which form part of this overall agreement.

If you are registering on behalf of a business entity, you represent and warrant that you have the legal authority to bind that entity to these Terms. In such cases, "you" refers to the entity concerned.

2Pools Membership Eligibility

To become a Pools member and make full use of our services, you must meet all of the following eligibility requirements at all times:

• You must be of age 18 years of age and above or have reached the minimum legal age required by the laws of the jurisdiction in which you reside — whichever is higher.
• You are an individual acting on your own behalf and not on behalf of any third party.
• You are not on the list of individuals who have been voluntarily or mandatorily self-excluded from the Pools platform.
• Your use of the Pools platform is not prohibited by any law or regulation applicable in your country or place of residence.
• You are not acting in a professional capacity within the gambling industry with the intent to gain an unfair advantage or identify system vulnerabilities.
• You have no known diagnosis of a gambling problem and are not currently enrolled in a treatment programme for gambling addiction.

Pools reserves the right to request proof of identity and eligibility at any time. Failure to provide satisfactory documentation within the specified timeframe may result in account suspension or closure. Members who find they no longer meet these eligibility requirements must immediately cease using the Pools platform and contact our support team.

3Pools Account Registration & Management

Each individual is only permitted to hold one (1) Pools account only. Holding multiple accounts under the same individual — regardless of whether a different name, phone number, email address, or device is used — is strictly prohibited and may result in the closure of all associated accounts and forfeiture of any existing balances.

During the registration process, you agree to:

• Provide accurate, up-to-date, and complete information, including your full name as per your identification document, a valid Malaysian phone number, and an active email address.
• Keeping your account information up to date and notifying us promptly of any changes.
• Keep your Pools account password confidential and never share your login credentials with anyone.
• Notify Pools immediately at [email protected] if you suspect any unauthorised access to your account.

You are solely responsible for all activity that occurs under your account, including any transactions or wagers placed. Pools is not liable for any losses you incur as a result of your failure to safeguard your account login credentials.

4Deposits & Payment Methods at Pools

Pools only accepts deposits in Malaysian Ringgit (RM / MYR). The minimum deposit allowed at Pools is RM10. All deposits must be made using a supported payment method and from an account or e-wallet registered in the same member's name — third-party transfers are not permitted.

Payment methods supported by Pools include:

All successfully processed deposits are final and cannot be reversed once funds have been credited to your Pools account. Pools does not accept chargebacks or cancellations after funds have been used for wagering. If you encounter an issue with your deposit, please contact the Pools support team before reaching out to your payment provider.

Pools is not responsible for any fees charged by your bank or e-wallet provider during the deposit process. Processing times depend on each payment provider, though in most cases deposits are credited instantly or within five minutes.

5Withdrawing Winnings from Pools

Pools members may submit a withdrawal request at any time, subject to the following conditions:

• Your account has completed the required KYC verification process and is not under a "suspended" or "under review" status.
• The minimum withdrawal amount is RM30 per transaction.
• Withdrawals must be made to the same payment method used for the deposit, or to a verified bank account or e-wallet registered in the same member's name.
• Any bonus received must meet its associated wagering requirement before winnings derived from that bonus can be withdrawn.

Withdrawal processing times at Pools are as follows: withdrawals to Malaysian e-wallets (Touch 'n Go eWallet, GrabPay, Boost, ShopeePay, DuitNow) within 15 to 30 minutes after the request is approved. Withdrawals to local Malaysian bank accounts via FPX take no longer than two business hours.

Pools does not charge any withdrawal fees. However, your bank or e-wallet provider may impose their own charges, which are beyond Pools' control. Pools reserves the right to request additional documentation before approving high-value withdrawals or a first withdrawal from a new account, as part of our security procedures.

6Pools Bonus & Promotion Terms

Pools offers a wide range of bonuses and promotions to members, including a welcome bonus for new members, reload bonuses, cashback, and other periodic promotions. Each bonus is subject to specific terms and conditions stated alongside the respective offer, which form part of these Terms.

General terms applicable to all Pools bonuses unless otherwise stated:

• Each type of bonus may only be claimed once per member, unless otherwise stated in the applicable promotion terms.
• Wagering requirements must be met in full before any funds derived from a bonus can be withdrawn. Standard wagering requirements range from 20x to 35x the bonus value, as specified in each individual offer.
• Bonuses may not be transferred to another member or exchanged directly for cash.
• Pools reserves the right to void any bonus if abuse, fraud, or any attempt to exploit bonus terms is detected.
• The expiry date of each bonus will be stated in the respective offer. Expired bonuses cannot be reactivated.

Any attempt to abuse the Pools bonus system — including but not limited to opening multiple accounts for repeated claims, coordinated betting across accounts, or the use of automated software — will result in the cancellation of all related bonuses and balances, as well as account closure.

7Game Rules on the Pools Platform

All games offered on Pools — including slots, live casino, table games, and any other games — are subject to their respective game rules available within the platform. By playing, you agree to abide by those rules in full.

The following activities are strictly prohibited when using the Pools platform:

• Use of any software, bots, scripts, or automated systems to play or place bets.
• Use of any method or device to gain an unfair advantage over the platform or other players.
• Collusion or coordination of bets with other members to manipulate game outcomes.
• Exploiting any bug or error in the game software for personal gain — any bug discovered must be reported to the Pools support team immediately.
• Use of a VPN or any other technology to conceal your true location or identity while using Pools.

The outcome of all games on Pools is final. For slots and table games, results for each round are determined by an independently certified random number generator (RNG). For Live Casino games such as Live Dragon Tiger, Live Big Small, and Pai Gow Poker, outcomes are determined by the physical actions of a live dealer broadcast in real-time. Pools is not liable for any technical disruptions or internet connectivity issues that result in losses during a gaming session.

8Pools' Commitment to Responsible Gaming

The well-being of our members is Pools' number one priority. We are committed to providing a safe, fair, and responsible gaming environment. As part of this commitment, Pools offers the following self-control tools, accessible directly from your account settings:

• Deposit Limit: Set daily, weekly, or monthly deposit limits to keep your spending in check.
• Loss Limit: Set a maximum amount you are willing to lose within a given period.
• Session Time Limit: Set a daily time limit on your play to maintain a healthy balance.
• Self-Exclusion: Exclude yourself from the Pools platform for a period ranging from 7 days to a full 12 months.
• Permanent Account Closure: The option to permanently close your Pools account for responsible gaming reasons.

Once a limit is set, it takes effect immediately. Any request to increase a limit will be subject to a 48-hour waiting period to ensure the decision is made with due consideration. Conversely, a reduction in limits takes effect immediately. For more information, please visit the Responsible Gaming us.

9Bans, Suspensions & Account Closures

Pools reserves the right, at our sole discretion, to suspend or close any member account without prior notice under the following circumstances:

• Violation of any provision of these Terms or any other Pools policy.
• Fraud, illegal activity, or any attempt to deceive the platform or other members.
• Providing false or misleading information during registration.
• Multiple accounts held by the same individual.
• Suspected activity related to money laundering or the financing of illegal activities.
• Bonus abuse or exploitation of the Pools promotions system.
• Unauthorised chargeback requests made through your payment provider.

If an account is closed due to a breach of these Terms, any balance arising from the violating activity may be forfeited by Pools. Legitimate balances unrelated to any breach will be returned to the member upon completion of the investigation, at Pools' discretion.

Members who wish to voluntarily close their account may do so at any time by contacting the Pools support team. Account closure requests will be processed within three business days, and any eligible balance will be returned via the original payment method.

10Pools Liability Limit

To the fullest extent permitted by applicable law, Pools, its directors, employees, partners, and service providers shall not be liable for any indirect, consequential, special, or punitive losses — including but not limited to loss of funds, loss of opportunity, data loss, or reputational damage — arising from or in connection with the use of the Pools platform.

Pools' total liability to any member for any claim shall not exceed the total amount deposited by that member in the 30 days preceding the claim. This is the absolute limit of our liability, regardless of the form of action or legal theory on which the claim is based.

Pools makes no warranties, express or implied, regarding the continuous availability of the platform, the accuracy of information displayed, or the suitability of the service for any particular purpose. The Pools platform is provided on an "as-is" and "as-available" basis.

11Pools Terms & Conditions Amendment

Pools reserves the right to amend, update, or replace any part of these Terms at any time at our discretion. We are committed to informing members of any material changes through the following channels:

• In-platform notifications on Pools when a member logs in after an amendment takes effect.
• An email notification sent to the registered email address on your Pools account.
• An update to the "Last Updated" date displayed at the top of this Terms & Conditions page.

Amendments generally take effect 7 days after notice is given, unless otherwise stated. Continued use of the Pools platform after an amendment comes into effect constitutes your acceptance of the revised Terms. If you do not agree with the changes, you have the right to close your account before they take effect, without penalty, by contacting our support team.

It is your responsibility as a Pools member to review this Terms & Conditions page periodically to ensure you remain aware of the latest version applicable to your use.

12Contact Us & Complaint Resolution

If you have any questions, concerns, or complaints regarding these Terms or your use of the Pools platform, we encourage you to contact our support team first for a prompt resolution:

• Email: [email protected]
• Live Chat: Available 24/7 directly from the Pools platform
• Response Time: Under 3 minutes (live chat), under 2 hours (email)

For formal complaints, please submit full details of your complaint via email. Pools is committed to investigating all complaints thoroughly and providing a written response within 5 business days. If the internal resolution is unsatisfactory, Pools will provide information on available alternative dispute resolution options.

These Terms are governed by the laws of Malaysia, and any disputes that cannot be resolved amicably are subject to the exclusive jurisdiction of the Malaysian courts.