Betting and Game Rules

General rules that apply to all play

These rules apply to every game you play with us, on desktop and on mobile. They sit alongside our Terms & Conditions and the terms of any promotion you take part in. Where a game carries its own rules, those rules apply to that game in addition to this page.

• One account per player. You may hold only one account with us. If duplicate accounts are found, we may close the extra accounts and settle play on them in line with our Terms & Conditions.
• 18+ only. Play is open to customers aged 18 or over. We hold a gaming licence and verify the identity, age and payment details of every account.
• Real money and bonus funds. Your balance may hold real money, bonus funds or both. The cashier shows which part of your balance is which, and the game screen shows the stake taken for each round.
• Stakes come from the balance shown. A round can only start if your balance covers the stake. We do not offer credit, and bets may not be placed on behalf of another person.
• 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 mistake in the stake chosen, the game opened or a misread paytable.

If you are not sure how a game works, open its help screen before you stake real money.

How bets and spins are settled

Every round is processed by the game server. The result recorded on that server is the result that counts, and it is final for settlement.

1. You confirm a stake and the round is sent to the game server.
2. The server produces the outcome and records it against your account.
3. Any win is calculated using the paytable and rules of that game.
4. Your balance is updated and the round appears in your account history.

What you see on screen is a display of that recorded outcome. If the display and the server record disagree, for example after a slow connection or a refreshed page, the server record stands and your balance is corrected to match it.

In-game rules and paytables

Each game has its own paytable, bet levels, reel or line structure and feature rules, all set out in its help screen. Those details decide what a winning combination pays and when a feature can be triggered. Where a game offers a gamble step or a similar option, the rules inside that game govern it.

Return to player

Each game shows its theoretical return-to-player figure in its help or information screen. That figure is a long-run average across a very large number of rounds and does not describe what a single session will return. Outcomes are produced by a random number generator, and earlier rounds have no effect on later ones.

Malfunctions, disconnections and errors

A malfunction voids all pays and play. If a game, its software or the systems behind it do not work as intended, the affected round is void: stakes are returned and any amount shown in error is removed.

• Results the server did not record are void, including wins shown on screen after a display or graphics fault.
• Rounds affected by a software fault are void, and the stake is returned to the balance it was taken from.
• Amounts paid in error, including those caused by an incorrect paytable or configuration, may be reclaimed from your account or deducted from a later withdrawal.
• Interrupted rounds are handled by the game itself. Most games resume at the point they stopped when you next open them; others settle on their own and credit any win to your balance.

If you lose your connection part-way through a round, open the same game again from the same account. An open round continues; a round that has already settled appears in your account history. Closing the game, losing power or closing your browser does not cancel a round that has reached the server.

Playing with bonus funds

Bonus funds come with conditions attached. The terms of the promotion you accepted apply to them in full and sit on top of the rules on this page.

• Wagering requirements, time limits and the maximum you can withdraw from a bonus are set out in the terms of that promotion and in your account.
• A maximum bet applies while a bonus is active. The limit shown in the promotion terms applies to each round, including each spin and each hand.
• Games contribute to wagering at different rates and some are excluded. The contribution details in the promotion terms decide this.
• Where you hold both real money and bonus funds, the cashier shows which balance a stake is taken from and in which order.
• Play that breaches the bonus terms, including stakes above the maximum bet, may mean the bonus and any winnings from it are removed.

If you think a round was settled against the wrong balance, contact us and we will look into it.

Live casino and table games

Live tables are run by a dealer in a studio and streamed to your device. The dealer's actions and the result called at the table decide the round.

• Betting time. Each round has a betting window. Bets not confirmed before the window closes are not accepted, and the stake stays in your balance.
• Dealer decisions. Where a card is misdealt, a spin is called void or a hand has to be dealt again, the dealer or the studio's game manager decides in line with that table's rules, and the decision applies to every seat.
• Table rules and limits. Minimum and maximum stakes, side bets, insurance and payout variations differ from table to table and are set out in each table's help screen.
• Chat. Table chat is moderated, and we may withdraw chat access from anyone who is abusive towards staff or other players.

If a table has to close part-way through a round for technical reasons, open bets are void and stakes are returned, unless the result had already been called.

Questions and disputes about a round

If you believe a round has been settled incorrectly, ask us to look into it. Start with your account history, which lists each round with the stake, the outcome and the time it was played.

Write to support@casino-luckycharms.co.uk, or use the live chat on site, and include the details below.

1. The name of the game or the live table you were playing.
2. The date and time of the round, together with the time zone you are in.
3. The round or transaction reference shown in your account history.
4. The stake you placed, the result you expected and what happened instead.

We check the server record for that round, which is the evidence we rely on, and tell you what we find. Where a correction is due, we apply it to your balance. If you are not satisfied with the answer, our Complaints Policy explains the next steps, including the alternative dispute resolution service named there.