1.1.    “Company” means Milestone Games Limited.
1.2.    "Customer” means any person who has registered an account with the Company.
1.3.    “Dormant account” is defined as an account on which there has been no activity for a consecutive period of six consecutive months (180 days). 
1.4.    “Services” means the betting services offered by the Company.
1.5.    “Activity” includes logging into the customer’s account, placing a bet (whether on the sportsbook or casino), depositing money into the customer’s SportPesa wallet, withdrawing money from the customer’s SportPesa wallet and/or any other permitted use or access to our services;”

2.1.    The purpose of this policy is:
           2.1.1.  To define dormant accounts and the procedures applicable thereto.
           2.1.2.  To ensure that dormant accounts are handled as effectively and efficiently as possible whilst at the same time, optimizing customer experience with the Company.
           2.1.3.  To ensure consistency in the treatment of dormant accounts by the Company. 

3.1.    This Policy applies to all dormant accounts.

4.1.    The commencement of the dormancy period shall be computed as follows:

          4.1.1.  For a customer who has registered but has not deposited any amount, dormancy period shall start to count from the date of registration.
          4.1.2.  For a customer who has deposited but has not placed any bet (whether on the sportsbook or casino), dormancy period shall start to count from the date of last deposit.
          4.1.3.  For a customer who has a history of placing bets, dormancy period shall start to count from the date he last placed a bet.

4.2.    An account which becomes dormant shall, with effect from the next month following the dormancy, be subjected to a monthly account maintenance fee of Kes. 100/- to a maximum of the balance therein.

4.3.    An account which becomes dormant can be activated at any time by the respective customer and the balance, net of the charges in 4.2 above, before dormancy availed. 

4.4.    Access and visibility of transaction history including the maintenance charges levied shall be in accordance with the Archiving Policy.

4.5.    Any enquiries and/or comments relating to this Policy should be directed to the Corporation Secretary. 

5.1.    Details of all accounts that are or have been subject to the Company’s Dormant Account Policy must be adequately recorded on the Company’s back-office system in a timely manner. They form part of customer account information and accordingly must be maintained for a minimum of seven years from account closure.

5.2.    Relevant reports shall be producible directly on the system as and when required. For instance, reports showing number of and/or details of accounts categorized as dormant over a specific period, number of and/or details of accounts re-activated from dormancy, reports showing funds transferred from dormant accounts to the Company’s Accounts etc.

6.1.    Where systems, procedures or processes are not able to meet the requirements of this policy and an appropriate business justification exists, an exception should be raised for review and approval according to the Exceptions Procedure. 

7.1.    The policy shall be reviewed and updated as and when necessary, based on business and/or regulatory changes and industry best practices. In any event, it must be reviewed at least once annually. Any updates and changes are then communicated to all customers.