Betting and Game Rules

General rules for play on your account

These rules form part of your account terms and apply to every game, bet and spin placed with us. Where a game has its own rules, they apply alongside these; if the two differ, the rules inside that game decide how the round is settled.

1. One account each. You may hold a single account with us. Play on a duplicate account, or on an account that is not yours, may be voided along with any winnings from it.
2. 18+ only. Play is limited to customers aged 18 or over. We hold a gaming licence and check the age, identity and address of our customers, so we may ask for documents before play or a withdrawal continues.
3. Real-money and bonus balances are separate. Stakes are taken in the order shown in the cashier, and bonus funds stay subject to the terms of the promotion they came from.
4. Bets are final. Once you confirm a stake, spin or hand, it cannot be cancelled, changed or returned, including where you meant to stake a different amount or open a different game.

Double-check the stake and the game you have open before you confirm. Stake sizes and any limits you have set are shown in the game and in your account.

How bets and spins are settled

Every outcome is produced and recorded by the game server rather than by the software on your screen. The record held on our systems is the one that settles the round.

• If the display on your device differs from the result recorded on the server, the server record stands and we will correct your balance to match.
• Each game's own rules and paytable apply. The help screen inside the game sets out winning combinations, active lines or ways, feature rules and what each symbol or bet pays.
• Outcomes are generated at random, and each round is independent of the rounds before it.
• The return-to-player figure is shown in each game's information screen.
• A round settles to your balance as soon as it is complete. Rounds that cannot be completed are dealt with in the next section.

Malfunctions, dropped connections and unfinished rounds

A malfunction is any fault in a game, in our systems or in the link between them that stops a round being played or settled as intended.

• A malfunction voids all pays and play. Stakes from the affected round are returned to your balance and any amount credited in error is removed.
• If your connection drops mid-round, open the same game again. The unfinished round will either resume from the point it reached or settle to the result already recorded on the server.
• Closing the game, the browser or the app does not cancel a bet that has already been placed.
• Where a game is unavailable for a time, unfinished rounds may be settled once it returns.
• Where neither resuming nor settling is possible, the stake is returned and the round is treated as void.

Playing with bonus funds

Bonus funds follow the terms of the promotion they came from, and those terms sit alongside the rules on this page. The wagering still to go, and the games that count towards it, are shown in your account.

• A maximum stake applies while a wagering requirement is open. Stakes above it may void the bonus and any winnings made with it.
• Games contribute to wagering at different rates, and some are excluded completely.
• Bonus funds are used before real-money funds unless the cashier states otherwise.
• Any cap on winnings from a bonus, and the time you have to use it, are set out in that promotion's terms.

When a bonus expires or is cancelled, the remaining bonus balance and any winnings tied to it are removed. Your real-money balance is not affected.

Live casino and table games

Live tables are run by a dealer in a studio and follow the rules shown in each table's help screen, including side bets, insurance and how ties are paid.

• The dealer's decisions at the table, and the card or number called, are final. The result recorded by the game server settles the round.
• Bets must be confirmed before the betting time on screen closes. Late or incomplete bets are not accepted and the stake stays in your balance.
• Misdeals, exposed cards, wheel or shoe faults and similar incidents are handled under that table's rules. The round may be declared void and stakes returned.
• Minimum and maximum stakes for each bet type are shown at the table.
• A seat may be released if you take no action for the period stated at the table, so that other players can use it.
• Chat is moderated. We may withdraw chat or remove a player who is abusive towards a dealer or another player.

Raising a query about a round

If you think a round settled wrongly, write to support@casino-rose.co.uk or use the live chat on the site. Your game history, in your account, lists recent rounds and how each was settled, so it is worth looking over first.

1. The name of the game or live table.
2. The date and time of the round, and the time zone you were in.
3. The round or game reference shown in your game history.
4. The stake placed and the result you expected.
5. A screenshot, where you have one.

We check the server records for the round and reply by e-mail. Those records are decisive. If you are not satisfied with the outcome, our complaints procedure explains the next steps, including the alternative dispute resolution service named there.