Betting and Game Rules

These rules cover all games in our lobby: slots, table games, live dealer tables and any other product we offer. Where a game's own rules or paytable deal with a point in more detail, those rules apply to that point.

1. One account per person. You may hold one account with us. Play must be for your own benefit, with your own funds and your own payment methods. You may not bet for another person or let anyone else use your account.
2. Real money and bonus balance. Your balance may hold real-money funds and bonus funds at the same time. The game window and the cashier show which balance a stake is taken from, and bonus funds follow the terms attached to them.
3. Bets are final once placed. When you confirm a stake and the round begins, the bet stands. We cannot cancel, change or refund a bet because of a mis-click, a change of mind or a result you did not expect.
4. Stakes and limits. Minimum and maximum stakes differ by game and by table. The figures that apply to you are the ones shown in the game and in your account.
5. Age and account checks. Our games are for adults aged 18 or over only. We hold a gaming licence and verify the age, identity and payment details of account holders.

Every game runs on the provider's game server. The result recorded by that server is the official result of the round and is final, even if your screen shows something different because of a connection problem, a browser fault or a slow refresh.

Outcomes are produced by a random number generator. They do not depend on your stake, how long you have played or what happened in earlier rounds.

• In-game rules and paytables apply. Each game has its own rules, paytable and feature descriptions in its help screen. Winning combinations, bonus rounds and multipliers pay exactly as set out there.
• Return to player. The theoretical return-to-player figure for each game is shown in that game's information screen. It is a long-run average over very large numbers of rounds and says nothing about the outcome of a single session.
• Settlement is automatic. Wins are credited to your balance as soon as the round closes, and every stake and win appears in your game history.

A malfunction voids all pays and play. If a game, a server or any part of our platform malfunctions, any result, win or balance change caused by that malfunction is void, and affected rounds are settled as though the malfunction had not occurred. Stakes taken for a void round are returned to the balance they came from.

If your connection drops part-way through a round, the round is held on the game server. When you next open the game, one of the following happens.

1. A round with decisions still to make is normally restored at the point you left it, so that you can finish it in the usual way.
2. A round that needs no further decision from you is settled by the game server, and any win is credited to your balance automatically.
3. A round that cannot be restored is void, and the stake is returned to the balance it was taken from.

Rounds settled while you were away appear in your game history. Closing the window, losing power or letting a session time out does not change a result the server has already recorded.

Bonus funds, free spins and other promotional credits follow the terms published with the offer and our general bonus terms. Those terms set the wagering requirement, the qualifying games, how long the offer runs and the most that can be withdrawn from it.

• Maximum bet while wagering. A maximum stake per spin or round applies while a wagering requirement is open. Stakes above it may mean the bonus and any winnings from it are removed.
• Game contributions. Games count towards wagering at different rates and some are excluded altogether; the contribution rates in the bonus terms apply.
• Irregular play. Low-risk or equal-opposite betting used to clear wagering with little real risk, and any attempt to profit from a fault or an error, may lead to the bonus and its winnings being withdrawn.

Where a bonus term and a game rule appear to conflict, the bonus terms decide how the bonus balance is treated and the game rules decide how the round itself is settled. Your remaining wagering is always shown in your account.

Live tables are hosted by a dealer in a studio and streamed to your device. The dealer's actions and the physical outcome at the table decide the round, and the studio's procedures apply alongside the rules in each table's help screen.

• Betting time. Each round has a betting window with a countdown. Bets not confirmed before the window closes are not accepted and the stake stays in your balance.
• Dealer decisions. The dealer's call at the table is final. Where a dealer error or a studio fault affects a round, the round may be void and stakes returned.
• Table rules differ. Side bets, payouts and house rules on matters such as splitting, doubling, insurance and mis-deals are set out in the help screen of each table.
• Limits and seats. Table minimums and maximums are shown at the table, and a seat may be released if you are inactive for the period stated there.

Start with your game history. It shows the stake, the result and your balance before and after each round, and for most games you can open the round and look at the detail.

If you still believe a round was settled incorrectly, write to us at support@casinohandofluck.co.uk or use the live chat on the site. So that we can trace the round, please include the following details.

• Give the name of the game or live table exactly as it appears in the lobby.
• Give the date, the time and the time zone you were playing in when the round took place.
• Quote the round or transaction reference shown against that round in your game history.
• Tell us the stake you placed and the result that appeared on your screen.
• Attach a screenshot or a short recording of the round, if you have one.

We look into the round with the game provider where that is needed and tell you the outcome in writing. Until the matter is closed, the result recorded by the game server stands. If you are not satisfied with our final answer, our complaints procedure explains how to take it further, including the free dispute resolution service open to our players.