Betting and Game Rules

General rules that apply to all play

These rules apply to every bet, spin and hand placed through your account with us. They sit alongside our terms and conditions and our bonus terms, and alongside the rules built into each game. Where a game's own rules deal with a point in more detail, those rules apply to that game.

• One account per person. You may hold one account with us. Duplicate accounts may be closed and bets placed on them may be voided.
• Over-18s only. Play is restricted to customers aged 18 or over who have passed our age and identity checks.
• Your own funds, your own play. You must place bets for yourself, from your own account, using funds you are entitled to use.
• Real money and bonus funds are tracked separately. Your balances, and the balance a stake is drawn from, are shown in the cashier.
• Bets are final once placed. A confirmed stake cannot be changed, cancelled or withdrawn, whether the round is still running or already settled.

We hold a gaming licence and check the identity, age, address and payment details of our customers. We may ask for documents before a withdrawal is processed, and we may suspend play on an account while those checks are completed.

How bets and spins are settled

Every game is run on our game servers, not on your device. The result recorded by the server is the official outcome of the round, and it is that record that settles the bet. If the result shown on your screen differs from the server record, for example after a graphics error or a lost connection, the server record applies.

Outcomes in slots, instant games and virtual table games are produced by a random number generator. Each round is independent: earlier results do not make any outcome more or less likely in the rounds that follow. Pays are calculated from the paytable of the game you are playing, at the stake and lines or ways active when the round began.

The return-to-player figure shown in each game is a theoretical average measured over a very large number of rounds. It describes the long-run behaviour of the game, not what any single session will return.

Malfunctions and interrupted rounds

A malfunction voids all pays and play. If a game, a feature or our systems do not work as designed, any result produced by the fault is void, together with any pay it produced. Stakes taken in a voided round are returned to the balance they were drawn from.

• A game displays a result that its own rules and paytable do not allow.
• A round is credited twice, or a pay is calculated at the wrong stake.
• A feature, free round or jackpot is triggered or paid outside the game's rules.
• A fault in the game, the studio feed or our platform prevents a round from completing correctly.

If your connection drops mid-round, nothing is lost. The round is held on the server and either resumes when you next open the game, or is settled automatically using the rules of that game, with any pay credited to your balance. At live tables, an unfinished hand is settled according to the table rules and the dealer's actions in the studio.

Playing with bonus funds

Where a stake is funded from a bonus balance, the bonus terms apply to that play in addition to these rules. The terms attached to each offer are shown with the offer and in the promotions area of your account.

• Maximum stake. While wagering requirements are outstanding, stakes are capped at the maximum bet shown in the bonus terms.
• Game contributions. Games contribute to wagering at different rates, and some do not contribute at all, as set out in the bonus terms.
• Excluded games. Some games cannot be played with bonus funds; the game will tell you, or the bonus will be unavailable there.
• Order of play. Which balance a stake is taken from is shown in the cashier and in the game before you confirm the bet.
• Low-risk play. Covering most or all outcomes of a game to clear wagering with little risk is not accepted and may lead to the bonus and any winnings from it being removed.

If a bonus term is broken, we may remove the bonus and the winnings generated by it. Your own deposited funds are not affected and remain available to withdraw, subject to the usual checks.

Live casino and table games

Live tables are dealt by a dealer in a studio and streamed to your device. The dealer's actions and the studio's procedures decide the round, and the game's own rules decide how the result is paid.

• Betting time. Bets must be placed and confirmed within the betting window shown at the table. Bets not confirmed before betting closes do not stand.
• Late bets. A bet placed after betting has closed is void and the stake is returned to your balance.
• Dealer decisions. Where a card is exposed, misdealt or dealt out of turn, the studio rules for that table apply, which may mean the card or the hand is void.
• Seats and inactivity. A seat may be released if you do not place a bet for a period, so that other players can join the table.
• Chat and conduct. Table chat is moderated, and abusive or disruptive messages can lead to chat being withdrawn or the table being closed to you.

Each table has a help or rules section covering side bets, payouts, limits and how ties and insurance are handled. Those table rules apply to that specific game and prevail over any general description of the game type.

Questions about a round, and disputes

If you think a round has settled incorrectly, contact us through the live chat on the site or by e-mail at support@casinospinzwin.co.uk. We can retrieve the server record for the round and explain how it was settled.

To help us find the round quickly, please include:

1. The name of the game, and the table if it was a live game.
2. The date and time of the round, including the time zone you are in.
3. The round, hand or game reference shown in the game's history screen.
4. Your stake, the result you saw and the result you expected.

We will look into what happened using the server record, which is the deciding evidence in any dispute about a round, and tell you the outcome and our reasons. If you are not satisfied, our complaints procedure explains how to take the matter further, including referral to the alternative dispute resolution provider named there.