Betting and Game Rules

By placing a bet or spinning a reel on our site, you accept these rules, our terms and conditions, and the specific rules of the game you are playing. Where a game's own rules differ from the general position set out here, the game's rules apply to that game.

You may hold one account only. An account is opened in your own name, in a single currency, and may be used only by you. We hold a gaming licence and check the identity, age and payment details of every account holder, and we may ask for documents before a bet is accepted or a withdrawal is paid. Play is restricted to customers aged 18 or over.

• One account per person, household, device, shared network or payment method.
• Bets are placed from the balance shown in your account at the moment the bet is confirmed.
• Where your balance holds both real money and bonus funds, stakes are taken in the order shown in the cashier, and bonus funds remain subject to the bonus terms that applied when they were credited.
• Minimum and maximum stakes differ by game and are shown in the game itself.
• Once a bet or spin is confirmed it is final. It cannot be cancelled, changed or taken back, and a mistaken stake is not grounds for a refund.
• You are responsible for understanding the rules, the paytable and the stake of a game before you play it.

We may refuse a bet, close a game or limit the stakes available to an account, for example where a bet appears to have been placed in error, where an account is subject to checks, or where we are required to do so. If a bet is refused, the stake is returned to the balance it was taken from.

Every result is produced by the game server, not by the software running on your phone, tablet or computer. The outcome recorded on the server is the only record we treat as correct, and it is the record we use to settle a bet, to pay a win and to answer any query about a round.

Outcomes in slots and other machine games are produced by a random number generator that is tested independently before a game is made available. Past results have no effect on future ones, and no sequence of spins is ever due to pay.

1. You confirm the stake and the bet is taken from your balance.
2. The server generates the result and records the round with its own reference.
3. The game displays the result and the paytable is applied.
4. Any win is credited to your balance and the closed round appears in your game history.

Each game carries its own rules, paytable and feature descriptions, available from the information or help button inside the game. The theoretical return to player (RTP) figure for each game is shown there as well. RTP is a long-term average calculated over a very large number of rounds; it does not predict the outcome of a single spin, hand or session.

Winnings are calculated using the paytable in force at the time of the round. Where a win is displayed in error, credited twice or paid at the wrong rate, we will correct the balance and tell you what has been changed.

A malfunction voids all pays and play. If a game, a feature, a display or the link between the game and our servers does not work as intended, the affected round is void, any win from it is removed, and the stake is returned to the balance it was taken from.

• A result shown by the game that does not match the result recorded on the server is void, and the server record stands.
• A win credited because of a software or configuration fault is void and will be corrected.
• Where a round is void, stakes are returned; where free spins or a bonus round were in progress, they are restored in the same state wherever the game allows it.

If you lose your connection part way through a round, the game is settled on the server whether or not your device is still connected. When you open the game again it will either resume at the point where you left it or show the completed result, depending on how that game is built. Closing a game, refreshing the page or moving to another device does not cancel a bet that has already been confirmed.

Bonus funds, free spins and other promotional credits are not the same as real money. They are governed by the bonus terms shown when you claimed them, and those terms sit alongside these rules.

• Wagering requirements must be met before bonus funds, or winnings from them, can be withdrawn.
• A maximum stake applies while a wagering requirement is open. Bets above it may be void, and the bonus and any winnings from it may be removed.
• Games contribute to wagering at different rates and some are excluded altogether; the contribution table is shown with the offer.
• A cap may apply to the amount that can be converted from bonus play into withdrawable funds.
• Bonus funds and free spins expire if they are not used within the period stated in the offer.

Where a bonus is used in a way the offer was not intended for - for example low-risk or hedged betting on games that allow it, or play designed only to clear a wagering requirement - we may cancel the bonus and any winnings derived from it. Funds you have deposited yourself are not affected.

Live tables are hosted by a dealer and streamed in real time. Each table has its own rules, stake range and side bets, set out in the help screen for that table and in the information displayed at the table itself.

• Bets must be placed and confirmed before betting closes. A bet that is not confirmed in time is not accepted and the stake stays in your balance.
• The dealer's call, together with the result recorded by the game server, settles the round. Where the stream and the server record differ, the server record stands.
• An irregularity at the table - a card dealt in error, a misdeal, a ball that leaves the wheel, or a dealer error - is handled under that table's rules, which may mean the round is void and stakes are returned.
• Table chat is moderated. Abusive messages, or messages asking the dealer how you should play, may lead to chat being withdrawn from an account.
• Leaving a table while a round is in progress does not cancel bets that have already been confirmed.

Table limits, the number of seats and the side bets on offer can change from one session to the next. The limits that apply to you are the ones shown at the table when you take your seat.

If you believe a round has settled incorrectly, tell us as soon as you can. Write to support@casinoplaywins.co.uk or use the live chat on our site, and include the name of the game, the date and time of the round, and the round reference from your game history. The more precise those details are, the faster we can match them to the server record.

1. Check your game history first, as many questions are answered by the record of the round itself.
2. Contact us with the game, the time and the round reference.
3. We look into the round against the server record and tell you what we find.
4. If our answer does not settle the matter, you can ask for it to be escalated under our complaints procedure, which explains the further steps open to you, including independent dispute resolution.

We keep records of rounds and transactions for as long as we are required to, and the server record is the evidence we rely on. We will not discuss the detail of an account with anyone other than its registered holder.