Betting and Game Rules

General rules that apply to all play

Play is open to registered account holders aged 18 or over who have completed our account checks. We hold a gaming licence for the games we offer and we verify the identity, age and payment details of account holders before a withdrawal is paid out.

• One account per person. You may hold a single account, in your own name, used only by you. Duplicate accounts may be closed and play on them may be voided.
• Real-money and bonus balances. Your balance may contain real money, bonus funds, or both. Where you hold both, stakes are normally taken from the real-money balance first, unless the game or the cashier shows otherwise.
• Bets are final once placed. When a stake is confirmed and the round has started, the bet cannot be changed, cancelled or taken back, including where it was placed by mistake or for the wrong amount.
• You must have funds to cover the stake. Bets are only accepted up to the balance available in the relevant wallet and within the stake range shown in the game.
• Stake and deposit limits apply. Any limits you have set on your account, and any limits shown in the game or in the cashier, take precedence over your instruction to bet.
• Lawful play only. You are responsible for making sure that online gambling is lawful where you are when you place a bet.

How bets and spins are settled

Every round is generated and recorded on the game server. The result held on that server is the result of the round and is final. If what your device shows differs from the server record, for example because of a slow connection, a cached screen or a display fault, the server record applies and your balance is adjusted to match it.

Each game is settled under its own rules and paytable. Winning combinations, bonus features, side bets, rounding, and the way unfinished features are carried over are all defined by the game itself, so please look over the help screen before you stake.

Each game also shows its return to player percentage. That figure is a theoretical average calculated over a very large number of rounds. It does not predict what any individual session will return, and results of past rounds have no effect on later ones.

Where a bet is accepted at a stake, payout or odds that is clearly wrong, or a round is settled using an incorrect paytable, we may void the bet and return the stake to the balance it came from.

Malfunctions and interrupted rounds

A malfunction voids all pays and play. If a fault in the game, the game server or the systems that connect them causes a round to be recorded, paid or displayed incorrectly, that round is void. Stakes taken in the affected round are returned to the balance they came from, and any amount credited in error is removed.

Losing your connection does not decide the round. Rounds are stored on the game server, so when you reconnect the game will either resume where you left off or settle on the server and credit any win to your balance.

1. Close the game and open it again from the lobby, rather than refreshing repeatedly.
2. Let any unfinished round resume or settle before you place a new bet.
3. Check the game history screen and your balance to confirm how the round was settled.
4. If the round is still showing as open, or the balance does not match the history, contact us with the details set out below.

Playing with bonus funds

Bonus funds, free spins and similar offers are governed by the terms of the specific promotion as well as these rules. Those terms are shown when you claim the offer and in the promotions area of your account.

• Wagering. Bonus funds must be staked the number of times stated in the offer before any remaining balance can be withdrawn.
• Maximum bet. A maximum stake per round applies while wagering is outstanding. Rounds played above it may be void, and the bonus and any winnings from it may be removed.
• Game contributions. Games contribute to wagering at different rates, and some are excluded. The contribution table for the offer sets out which games count and by how much.
• Restricted play. Low-risk or hedged betting patterns, and play designed to clear wagering with little exposure, may lead to the bonus and its winnings being withdrawn.
• Expiry. Unused bonus funds and free spins end at the time stated in the offer, and any wagering still outstanding at that point lapses with them.

If a bonus round is voided for breaching the offer terms, your real-money stakes and real-money winnings from unaffected rounds are not touched.

Live casino and table games

Dealer decisions

At live tables, the dealer's call on the outcome of a round, supported by the table's own records, is final. Where a card is misdealt, a wheel result is declared invalid or a round is otherwise spoiled, the dealer or the studio supervisor may void the round and return stakes.

Late and misplaced bets

Bets must be confirmed before betting closes. Stakes that reach the table after betting has closed are not accepted and are returned to your balance. A chip placed on an unintended area still stands once betting closes, so please check your layout before the round begins.

Table rules and limits

Each table has its own rules, side bets, payouts and stake range, set out in the help screen for that table and in the limits shown when you take a seat. Rules can differ between tables of the same game, so look over them before you join. If a table closes mid-round, open rounds are settled or voided on the game server and your balance is adjusted accordingly.

Queries and disputes about a round

If you think a bet or spin has been settled incorrectly, contact us before you carry on playing the same game. Write to support@casinoxl.co.uk or use the live chat on the site and we will look into the round.

• The name of the game or live table as it appears in the lobby.
• The date and time of the round, and the time zone you are quoting.
• The round or game identifier from the game history screen.
• Your stake, and your balance before and after the round.
• What you expected to happen and what the game showed instead.

We check the round against the records held on the game server, and those records form the basis of our decision. We will reply by e-mail with the outcome. If you are not satisfied, our Complaints Policy explains the next steps, including referral to the alternative dispute resolution provider named there.

Safer gambling tools sit alongside these rules. You can set deposit limits, take a time-out or self-exclude from your account at any time, and support is available from GambleAware, GamCare and the National Gambling Helpline. GamStop allows you to exclude yourself from all online operators licensed in Great Britain.