Terms & Conditions

Accepting these Terms & Conditions

By registering an account, accessing our games or using any service provided through our site, you confirm that you have read, understood and accepted these Terms & Conditions. They form a binding agreement between you and us. If you do not agree with them, you must not register, deposit funds or use your account.

We hold a gaming licence and may verify your account before allowing you to use some or all of our services. Other rules may also apply to particular games, promotions, payment methods or features. Where those rules apply, they form part of these Terms & Conditions. If a specific promotion has separate terms, those terms apply to that promotion if there is a conflict.

We may change these Terms & Conditions when necessary, including to reflect changes to our services, legal requirements, technical arrangements or safer gambling controls. We will make the updated version available on our site. Where a change is important, we will take reasonable steps to bring it to your attention. Changes will normally apply from the date stated in the updated version and will not normally alter bets or transactions that have already been settled, unless this is required by law.

• You are responsible for checking the current Terms & Conditions before using your account.
• Continuing to use your account after changes take effect means that you accept the updated terms.
• If you do not accept a change, you may ask us to close your account through support@kenhowells-casino.co.uk or the live chat on the site.

Eligibility and your account

You must be at least 18 years old to use our services. You must also be resident in the United Kingdom and legally permitted to participate in online gambling. We may ask for information or documents to confirm these requirements. You must not allow another person to use your account, and you must not use our services on behalf of someone else.

Only one account is permitted per person. We may treat accounts as connected where they share relevant details, payment information, devices or other account characteristics. If you try to create or use more than one account, we may restrict or close the accounts and may limit any promotional benefits that were obtained through the additional account.

The details you provide must be complete, accurate and kept up to date. This includes your name, date of birth, residential address, email address and payment information. You must tell us promptly if any of your details change. We may suspend access while we confirm updated information, and we may be unable to process a withdrawal if the information on your account is incomplete or cannot be confirmed.

Keeping your login safe

You are responsible for keeping your username, password and other login details confidential. Choose a strong password and do not share it with anyone. You should sign out after using a shared device and tell us promptly through support@kenhowells-casino.co.uk or live chat if you believe that someone has accessed your account, payment details or login information.

You are responsible for activity carried out through your account unless you have told us about unauthorised access without undue delay. We may ask you to reset your password or take other security steps before restoring access. We will not ask you to provide your full password through email or live chat.

Verification and account checks

We carry out identity, age and address checks to confirm that your account details are genuine and that you meet the requirements for using our services. These checks must be completed before your first withdrawal. We may also repeat or extend checks during your relationship with us where this is necessary.

We may ask you to provide documents or information such as proof of identity, proof of age, proof of address or evidence connected with a payment method. Documents must be valid, clear and belong to you. We will explain what is needed and how to provide it through the available account or support process.

Where required, we may carry out source-of-funds or source-of-wealth checks. You must provide reasonable information when requested. These checks help us meet our legal and operational obligations and protect our services from misuse. Until checks are complete, we may delay a withdrawal, restrict deposits or limit access to some account features.

If the information supplied is inconsistent, incomplete or cannot be verified, we may suspend the account while we investigate. We may also refuse a transaction or close the account where we are unable to complete the required checks, where the law requires us to do so, or where we reasonably believe the account has been used in breach of these Terms & Conditions.

Deposits, withdrawals and bonuses

Deposits and payment methods

You may deposit using the payment methods made available in the cashier. You must use a payment method that is in your name or that you are authorised to use. We may ask for evidence of ownership or authorisation before accepting a deposit or processing a withdrawal.

You should only deposit money that you can afford to lose. Deposits are subject to the limits shown in your account and cashier. You can use the available responsible gambling controls to set or change a deposit limit, subject to any applicable confirmation or cooling-off process. We may reject, return or delay a deposit where there is a technical, security, compliance or payment-processing reason.

Withdrawals

You may request a withdrawal through the cashier, subject to the balance and limits shown in your account. We will normally return funds using the same payment method used for the deposit where possible. If that method cannot receive a withdrawal, we may ask you to select another method or provide further information before sending the funds.

A withdrawal may remain pending while identity, payment, source-of-funds or account security checks are completed. We may also delay processing where a deposit has not yet been confirmed by the payment provider, where a chargeback or payment dispute exists, or where we need to investigate activity on the account. We will not ask you to complete unnecessary gambling in order to withdraw your own cleared funds.

The limits, available methods and status of a withdrawal are shown in your account or cashier. A withdrawal request is not complete until it has been processed by us and, where relevant, by the payment provider. We are not responsible for delays caused by a payment provider, incorrect payment details supplied by you or events outside our reasonable control.

Bonuses and promotional offers

Each bonus or promotional offer has its own terms. Those terms may include eligibility conditions, a qualifying deposit, wagering requirements, an expiry date, a maximum bet, eligible games, a maximum conversion value or withdrawal conditions. You should read the applicable offer terms before opting in or using a bonus.

Unless the offer terms say otherwise, a bonus cannot be exchanged for cash immediately and winnings may remain subject to the applicable wagering requirements. The cashier or promotion details will show the relevant information. If you do not complete the requirements before the stated expiry, the bonus and any associated restricted funds may be removed in line with the offer terms.

Promotions must be used fairly and for their stated purpose. We may restrict or remove a bonus, associated winnings or future promotional eligibility if we identify multiple accounts, false information, payment misuse, coordinated activity, deliberate exploitation of an error, or any other conduct intended to obtain an unfair promotional advantage. We may also take action under these Terms & Conditions where the promotion has been used in breach of its specific rules.

Responsible gambling and self-exclusion

Gambling is for adults only and should be treated as entertainment, not a way to make money. We provide responsible gambling tools that may include deposit limits, time-outs and self-exclusion. The controls available to you and the limits shown in your account explain how they work.

If you choose self-exclusion, we will take reasonable steps to prevent you from using the account for the period selected or for the applicable self-exclusion period. You must not try to open another account or use another person’s account during self-exclusion. We may close or restrict accounts that appear to be connected with a self-excluded customer.

If gambling is causing concern, support is available from GambleAware, GamCare, GamStop and the National Gambling Helpline. You can also contact us through support@kenhowells-casino.co.uk or live chat if you want help using our safer gambling tools.

Account closure, complaints and legal terms

Closing or suspending an account

You may ask us to close your account at any time by writing to support@kenhowells-casino.co.uk or using the live chat on the site. Tell us whether you want a temporary time-out, self-exclusion or permanent account closure so that we can apply the appropriate process. Closing an account does not remove any obligations that arose before closure.

We may suspend or close an account where you breach these Terms & Conditions, provide inaccurate information, fail required checks, misuse a promotion, use an unauthorised payment method, appear to have more than one account, or create a security, legal or operational risk. We may also close an account after a period of inactivity. Where appropriate, we will explain the reason for the action, subject to legal, security or regulatory restrictions.

When an account is closed, we will deal with any remaining cleared balance in accordance with these Terms & Conditions and any required checks. We may withhold or adjust funds where this is necessary because of a reversed payment, fraud, unlawful activity, a breach of these terms or an amount that must legally be retained. Any outstanding transaction may remain subject to completion by the relevant payment provider.

Complaints and disputes

If you are unhappy with any part of our service, please write to support@kenhowells-casino.co.uk or contact us through live chat. Include your account details, the date or transaction concerned and a clear explanation of the issue. Do not send your password or complete payment credentials.

We will acknowledge and look into your complaint, then provide a response within a reasonable time. The time required may depend on the information available, the complexity of the issue and whether checks with a payment provider or another service are needed. We may ask you for further information so that we can give a proper response.

If your complaint cannot be resolved through our internal process, independent dispute resolution may be available in general terms. We will explain the relevant next steps where they apply. Nothing in these Terms & Conditions removes rights that you have under applicable law.

Liability and governing law

We will provide our services with reasonable care and skill. We are not responsible for loss caused by your breach of these Terms & Conditions, inaccurate information supplied by you, your device or internet connection, a payment provider, or an event outside our reasonable control. We are also not responsible for losses that could not reasonably have been expected when you accepted these terms.

We do not exclude or limit liability where doing so would be unlawful. Your legal rights remain unaffected. These Terms & Conditions, and any dispute or claim connected with them or your use of our services, are governed by the laws of England and Wales.