Betting Rules

General betting and game rules

These rules apply whenever you use our casino games, including slots, table games, live casino games and any other real-money game made available through your account. The rules shown within a particular game, including its paytable, bet options and other instructions, also form part of the rules for that game.

Your account and eligibility

You must be at least 18 years old to play. You must use your own account, provide accurate information and keep your login details secure. We hold a gaming licence and may verify your account, identity, age and source of funds where required before allowing play, payments or withdrawals.

• You may have only one account with us. Opening, using or controlling more than one account is not permitted.
• You must not allow another person to use your account, place bets for you or access your balance.
• You must not use our games for unlawful activity, fraud, payment abuse or any attempt to interfere with the normal operation of a game.
• We may suspend an account while we check suspected duplicate accounts, inaccurate information, unusual activity or a breach of these rules.
• If an account is suspended or closed, we may cancel affected play and adjust balances where this is necessary under these rules and the applicable account terms.

Real-money and bonus-balance play

Your available balance may include money you have deposited and bonus funds credited under a specific offer. The balance, stake amount and any applicable restrictions are shown in your account or within the game before you play. A stake may be accepted only when the required funds are available and our system confirms the bet.

Once placed, a bet is final. You cannot change, cancel or withdraw a bet after it has been accepted, except where these rules, the game rules or a technical fault require the bet or result to be voided. You are responsible for checking the stake, selected game, number of lines, coin value and any other options before confirming play.

How bets and spins are settled

A bet or spin is settled using the outcome recorded by the relevant game server. The result shown by the game server is final, subject to the malfunction provisions below. The game server record may include the stake, selections, round number, outcome, win amount, time and settlement status.

Game rules, paytables and returns

• The in-game rules and paytable apply to every accepted bet, spin and winning combination.
• The return-to-player figure is shown in each game. This is a theoretical long-term figure and does not guarantee a particular return from an individual session, bet or spin.
• A winning combination, multiplier, bonus feature or other result is paid only where it meets the conditions shown in the relevant game.
• Where a game displays several possible bet levels or features, the selected level and options at the time of acceptance determine the applicable stake and result.
• A result is settled only once our system records the round as complete. The balance shown in your account may update immediately or after the game reconnects and completes settlement.

If the amount shown in the game differs from the amount recorded in your account, the game server and account transaction records are used to establish the accepted stake and result. You should keep the round details and contact us if the balance does not update after the game has completed.

Malfunctions and disconnected games

A malfunction can include a software error, connection failure, incorrect display, interruption in the game server or another technical problem that affects the normal operation of a game. If a malfunction affects a game, the malfunction provisions take priority over a displayed outcome that was not generated or settled correctly.

• A malfunction voids all pays and play affected by that malfunction. This applies even if a win, bonus feature or other amount appeared on screen before the error was identified.
• Any credit made to your balance because of a malfunction or obvious system error does not create a right to keep that credit. We may correct the balance after checking the relevant records.
• If a game disconnects, do not place another bet for the same round while its status is unclear. Sign back in or reconnect to the game so that the existing round can resume or settle.
• Disconnected games resume or settle on reconnection where the game and system support that process. The final result is the result recorded by the game server.
• If reconnection is not possible, we use the available game and account records to determine whether the round was accepted, completed, voided or otherwise handled under the game rules.
• We may suspend access to a game while a technical problem is investigated or corrected.

You must tell us promptly if you believe a malfunction has affected your play. Please include the game name, approximate time, stake and any round information available in your account. We may ask you to provide screenshots or other details, but our system records remain the primary record of accepted play and settlement.

Bonus play

Bonus funds, free spins and other promotional balances can be used only in accordance with the bonus terms shown when the offer is credited or claimed. Those terms explain the qualifying deposit or play, any wagering requirement, expiry period, eligible games, withdrawal conditions and the treatment of an unused or cancelled bonus.

Restrictions on bonus balances

• Bonus funds are not the same as withdrawable cash until the applicable bonus terms have been met.
• The maximum bet stated in the bonus terms applies during bonus play. This includes a stake placed through a feature, buy option, multiplier or any other in-game choice where the terms treat it as part of the bet.
• Game contributions apply. Some games may contribute fully, partly or not at all towards a wagering requirement, as shown in the relevant bonus terms.
• A game, feature, stake level or payment method may be excluded from a particular offer. Using an excluded option may not contribute to the bonus requirement and may affect the offer where the terms say so.
• Changing a bet, buying a feature, using an irregular stake pattern or attempting to avoid the stated conditions does not remove the bonus restrictions.
• If a bonus expires, is cancelled or is removed under its terms, any remaining bonus balance and associated funds are handled as those terms explain.

The applicable maximum bet and game contributions are determined by the bonus terms in force for that offer, not by the general game settings alone. You should read those terms before starting bonus play and check the balance and progress displayed in your account.

We may withhold, cancel or adjust bonus funds and related winnings if we identify a breach of the bonus terms, use of more than one account, payment abuse or another attempt to obtain an offer outside its intended conditions. Any action will be based on the applicable terms and the account records.

Live casino and table games

Live casino and table games are played according to the game-specific rules displayed in the table help. Before placing a bet, you should check the available bet types, minimum and maximum stakes, payout rules, side bets, dealing procedure and the point at which betting closes.

Dealer decisions and betting times

• Dealer decisions are final when made in accordance with the applicable table rules. The dealer may follow a fixed dealing procedure, a displayed game instruction or a stated table policy.
• Bets are accepted only during the betting period shown by the table. A bet submitted after betting closes is a late bet.
• Late bets are not used to change a completed round. Depending on the table and system status, a late bet may be rejected, returned or handled under the game-specific rules.
• If a connection interruption occurs after a bet is submitted, wait for the table to reconnect before trying to place another bet. The accepted bet and its settlement are determined by the game server record.
• The live video, audio or display may be delayed for technical reasons. A delay does not change the game result or the official settlement record.
• Each table's help section explains its own rules. Where a table rule differs from a general description on this page, the specific table rule applies to that table.

If a dealing error, equipment issue or other event interrupts a live round, the table rules and the records held by the game server determine whether the round continues, is settled, or is voided. We may pause the table while the matter is being checked.

Disputes and contacting us

Contact us as soon as possible if you believe a bet, spin, live round or balance entry has been settled incorrectly. Send your query to support@kenhowells-casino.co.uk or use the live chat on the site. We can only discuss account information with the account holder after suitable security checks.

Information to include

• The game or table name.
• The date and approximate time of the play.
• The round number, round ID or other reference shown in your account.
• The stake amount, selected bet and amount you believe should have been settled.
• A clear description of what happened, including any error message or disconnection.
• Screenshots or account transaction details, if they are available.

Providing these details helps us locate the correct game-server and account records. We may ask for further information, including account verification, before discussing a result or making an adjustment. We will explain the outcome of our checks and any next step available under our complaints process.