Betting and Game Rules

General rules that apply to all play

These rules sit alongside our Terms & Conditions, our Bonus Terms and the in-game rules of each title. Where a game's own rules or paytable cover a point in more detail, those rules apply to that game.

Play is open to customers aged 18 or over, and you may hold one account only, in your own name and for your own use. We hold a gaming licence, we verify the identity, age and payment details of our customers, and we may pause play or withdrawals on an account while a check is outstanding.

• One account per person. Duplicate or shared accounts may be closed, and bets placed through them may be voided.
• Real-money and bonus balances are separate. Where you hold both, the cashier shows which balance a stake is drawn from, and bonus funds remain subject to the terms of the offer they came from.
• A bet is final once placed. When a round is confirmed it cannot be cancelled, changed or taken back, including a spin started in error, at the wrong stake or on the wrong game.
• Your balance must cover the stake. A round will not start unless the full stake is available on the balance being used.
• Stake and payout limits apply. Minimum and maximum stakes, and any maximum payout, are shown in the game and in the limits held on your account.
• Fair play is required. Automated play, collusion between accounts, advantage software and deliberate use of an error are not permitted, and affected rounds may be voided.

How bets and spins are settled

Every outcome is produced and recorded by the game server. The result held by the server is the result that settles the round; the screen in front of you is a display of that result, so where the two differ, the server record stands.

1. The stake is taken from the balance shown in the cashier at the moment the round starts.
2. The game server produces the outcome for that round, without reference to earlier or later rounds.
3. Any win is calculated against the paytable and the rules of that game, including feature, multiplier and bonus-round rules.
4. Winnings are credited to the balance the stake was taken from, and the round is written to your game history.

Each game carries a theoretical return to player figure, shown in the help or information screen of that game. It is a long-run average measured over a very large number of rounds. It does not predict a session, a day or a single spin, and no result or payout is owed to you at any point in play.

Malfunctions and lost connections

A malfunction voids all pays and play. If a game, a feature or the systems behind them do not work as intended, the affected round is void: any pay produced by the fault is removed, and the stake taken in that round is returned to the balance it came from.

• A round that does not complete, settle or record correctly.
• A result on screen that does not match the result held by the game server.
• A paytable, feature or multiplier that pays something other than the game's own rules provide for.
• A stake, bet level or balance that is applied incorrectly to a round.

If your connection drops part-way through a round, the round stays with the game server. When you open the game again, an unfinished round is either returned to the point you left it so you can complete it, or settled automatically to your balance. Which of the two applies depends on the game, and is set out in that game's rules.

Bonus play

Bonus funds, free spins and any other promotional credit are governed by the terms attached to that offer, together with our general Bonus Terms. Those terms always take priority over these rules for rounds played with bonus money.

• Wagering. Bonus funds must be played through 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, as stated in the offer.
• Game contributions. Games contribute to wagering at different rates, and some games are excluded altogether; the rates are listed in the terms of the offer.
• Expiry. Bonus funds and free spins expire after the period stated, and anything unused at that point is removed.
• Breach. Exceeding the maximum bet, playing an excluded game or otherwise breaking the terms may lead to the bonus, and winnings from it, being removed.

Where you hold both a real-money and a bonus balance, the order in which they are used is shown in the cashier before you play. Check the balance in use before raising your stake.

Live casino and table games

Live tables are dealt by a dealer in a studio and follow the rules of that particular table, which are set out in the help section of the table you are sitting at, together with its stake limits and any side bets.

• Betting time is limited. Bets must be confirmed before the betting window closes; a bet that is not accepted in time does not stand for that round.
• The dealer's decisions stand. Calls made at the table during a round, including a call of "no more bets", are final.
• The physical result stands. Where a card, wheel or dice result differs from what the screen shows, the physical result recorded at the table settles the round.
• Misdeals are void. If a round cannot be completed correctly, it is called void at the table and stakes for that round are returned.
• Conduct in chat. Table chat is moderated, and access to it may be withdrawn where it is misused.

Seats at a table are not reserved. If you leave a table, or are removed for inactivity, any outstanding round is settled under the rules of that table before the seat is released.

Questions and disputes about a round

If you believe a round has settled incorrectly, contact us through the live chat on the site or by e-mail at support@casinoroyalvalley.co.uk. Raise it as soon as you can, while the detail is still fresh.

1. Your username, with no password or payment details.
2. The name of the game or live table.
3. The date and time of the round, with the time zone you are in.
4. The round or game ID from your game history.
5. The stake used and the balance it came from.
6. What happened, and what you expected to happen.

We look into the round against the server logs and your account history. Those records are the decisive account of what happened, and we will come back to you with what they show. If our answer does not settle the matter for you, our Complaints procedure sets out the next steps, including referral to an alternative dispute resolution provider at no cost to you.