Betting and Game Rules

General rules that apply to all play

These rules form part of your agreement with us. Where the rules of a particular game differ from anything written here, the rules shown inside that game apply to that round, and these rules continue to govern everything else.

• One account per person. You may hold one account with us, in your own name, and bets may only be placed from that account with funds that belong to you.
• Over 18 only. Our games are for players aged 18 or over. We hold a gaming licence and verify the identity and age of account holders, and we may ask for documents before play continues.
• Real money and bonus balance. Your account can hold real money and bonus funds at the same time. Which balance a stake is taken from is shown in the cashier and in the bonus terms.
• A stake must be covered. A round only begins once the full stake is available in the balance being used. If it is not, the game will not accept the bet.
• Bets are final once placed. When you confirm a stake and the round starts, that bet cannot be changed, cancelled or taken back, whether or not the result has finished displaying on screen.
• No automated play. Bets must be placed by you, by hand, through the normal controls of the game. Software that plays on your behalf is not permitted.
• Each game carries its own rules. Every game has a help screen with its rules, paytable and game information. Please look over them before your first stake in a game you have not played before.

How bets and spins are settled

The outcome of every round is produced and recorded by the game server, not by your device or browser. The result held on the server is the result of the round, and it is final. If the screen in front of you shows something different, because of a display fault, a slow connection or an interrupted page, the server record stands and the round is settled on that basis.

1. You confirm your stake and the round is registered on the game server.
2. The outcome is generated and the round is settled against the paytable and rules of that game.
3. Any win is credited to the balance set out in the game and in the bonus terms, where bonus funds are in play.
4. The round, the stake and the outcome are written to your game history.

Each game also states its return-to-player figure in its information screen. That figure is a theoretical long-term percentage calculated over a very large number of rounds; it does not describe what any single session will return, and individual results remain a matter of chance.

Malfunctions, interruptions and unfinished rounds

Malfunctions

A malfunction voids all pays and play. If a game, a feature or the software it runs on does not work as intended, any result it produced and any amount it credited are void, and the stake for the affected round is returned to the balance it came from. This applies however the fault arises, including display errors, incorrect pays and features that trigger when they should not.

Disconnections

Losing your connection does not cancel a round that has already started. When you open the game again, one of two things happens:

• The round resumes at the point where it was interrupted, so that you can finish any decision still open to you, such as a hold, a card or a feature choice.
• The round has already been settled on the server, and the outcome and any win appear in your balance and in your game history.

Some games complete an unfinished round automatically after a set period, as described in the rules of that game. Where a round cannot be completed at all, the stake is returned.

Playing with bonus funds

When a bonus is active on your account, the terms of that bonus apply to your play in addition to these rules. The terms are shown when you claim the offer and remain available in your account while the bonus is running.

• Maximum stake. A maximum stake per round applies while a bonus or its wagering requirement is active. The figure is stated in the bonus terms.
• Game contributions. Games contribute to a wagering requirement at different rates, and some games do not contribute at all. The rates and any excluded games are listed in the bonus terms.
• Order of play. Whether a stake is taken from your real money balance or your bonus balance is set out in the cashier and in the bonus terms.
• Restricted patterns of play. Covering opposite or near-certain outcomes to clear a wagering requirement with little risk is not permitted and may result in the bonus and anything won from it being withdrawn.

Live casino and table games

Live tables follow the rules published in the help section of each table, which cover the pays, the side bets offered and how irregular situations are handled. Those table rules take precedence for that game.

• Bets must be placed and confirmed within the betting time shown on screen. A bet that is not confirmed before betting closes is not accepted and is returned to your balance.
• The dealer's call on the conduct of the round, including misdeals, exposed cards, a ball that leaves the wheel and any decision to void a round, is final.
• Where a dealer error affects the outcome, the round may be voided and stakes returned.
• Chat with the dealer and other players must stay civil. We may remove chat access from an account without affecting the bets already placed.

Questions and disputes about a round

If you think a round has been settled incorrectly, contact us on live chat or write to support@casinobilucky.co.uk. So we can look into it without delay, please include:

1. The name of the game and, for live tables, the table.
2. The date and time of the round, with your time zone.
3. The round or game reference, as shown in your game history.
4. The stake, the balance you were playing with and what you expected the outcome to be.

We will check the server records for the round and explain what they show. Those records are the deciding record of what happened. If you are not satisfied with our answer, our complaints procedure explains the further steps open to you, including independent dispute resolution.