Betting and Game Rules

Every round you play on the site is covered by these rules, by the rules built into the game itself and by our Terms and Conditions. Where a game's own rules differ from the general position below, the game's rules apply to that game.

• One account per person. If further accounts are opened, we may close them and hold any balance on them until the position is settled.
• Your account must be in your own name, and you may only stake your own money. Play on behalf of someone else is not permitted.
• Gambling on the site is for adults aged 18 or over. We hold a gaming licence and verify the age and identity of our players, and we may ask for documents before a withdrawal is paid.
• You can stake only the funds available in your balance. We do not offer credit, and a bet is declined if the balance cannot cover it.
• Your balance may hold real money and bonus funds. The balance a round is staked from, and the balance a win is paid into, are shown in the cashier and in the game window.

A bet, spin or hand is final once you confirm it. We cannot cancel, change or refund a confirmed stake, including one placed by mistake, at the wrong amount or on the wrong game, so please check the stake shown on screen before you confirm.

Every round is generated and recorded on our game servers. The result held on the server is the result that stands, and it decides what is paid into your balance.

1. You confirm a stake in the game.
2. The server generates the outcome and records the round, with the stake, the result and any win.
3. The outcome is shown on your screen and any win is credited to the balance the stake came from.
4. The completed round is stored in the game history in your account, where you can look it over at any time.

If what you see on screen differs from the record on the server, because of a display fault, a slow connection or a cached page, the server record is final. The same applies to any figure quoted in a chat message or an e-mail; the round history in your account governs.

Game rules, paytables and return to player

Each game carries its own help screen, usually opened from a menu or an information icon inside the game. It sets out the winning combinations, bet lines, special features and the most the game can pay, and it shows the game's theoretical return-to-player figure. That figure is a long-run average measured across very many rounds and does not predict the outcome of a single session.

• Wins are paid in line with the paytable in force when the round was played.
• Incomplete or invalid bets are not accepted, and the stake stays in your balance.
• Stakes and wins are shown in £ and are rounded as described in the game's rules.

A malfunction voids all pays and play. If a game, a feature or the systems supporting it do not work as intended, the affected rounds and any amounts they appear to have paid are void, and the stakes involved are returned to the balance they came from. This covers, for example, the following situations.

• A software or hardware fault affects the game, the studio equipment or our platform, so the round does not run as the game intends.
• A result appears on your screen that the server did not record, which means no valid round was completed.
• A game pays otherwise than in line with its own paytable, whether that payment is too high or too low.
• A fault allows a round to be repeated, or allows a stake not to be taken from your balance.

Where a fault has credited your balance with money you were not entitled to, we may correct the balance. If the amount has already been withdrawn, it is treated as owed to us and may be set off against later deposits or winnings.

If you lose your connection

Rounds are held on the server, so a dropped connection does not lose your round. When you next open the game, the position is as follows.

The connection, device and browser you use to play remain your responsibility.

Bonus funds are governed by our Bonus Terms and by the terms shown with the individual offer. Those terms apply to every round staked from a bonus balance.

• A maximum bet applies while a wagering requirement is open. The limit is shown in the offer terms and in your account.
• Games contribute to wagering at different rates, and some games do not contribute at all. The contribution for each game category is set out in the Bonus Terms.
• Wagering must be completed within the period shown with the offer. Bonus funds and winnings from them are removed once that period ends.
• Patterns of staking designed to clear wagering with little real risk, such as covering opposing outcomes on a table game, may mean the bonus and any winnings from it are withdrawn.
• Where a round would breach a bonus condition, we may void that round or the bonus, and the real-money part of your balance is unaffected.

If you are unsure whether a game or a stake size is allowed while a bonus is active, check the offer terms or ask our live chat before you play.

Live tables are hosted by a dealer in a studio and run to a clock. The dealer's handling of the table at the time of play, together with that table's own rules, decides the outcome.

• Bets must be placed and confirmed inside the betting window shown on the table. Late bets are not accepted and the stake stays in your balance.
• A bet selected but not confirmed before the window closes is not in play, even if it is still shown on your screen.
• A decision by the dealer or the studio on a card, a spin, a misdeal or a disputed chip placement applies to that round at that table.
• If a round is declared void at the table, for example after a dealer error or a card exposed in error, the stakes on that round are returned.
• Each table has its own help screen covering limits, side bets, payouts and house rules. Variant and side-bet rules differ from table to table.

Minimum and maximum stakes for each table are shown in the lobby and at the table. Where a table has reached its limit on a particular bet, further stakes on that bet are declined. Table chat is moderated, and we may withdraw chat access without affecting your ability to play.

Start with the game history in your account. It shows each round with the time, the stake, the result and a reference, and it answers most questions on its own.

1. Find the round in your game history and note its reference.
2. Write to support@casino-ivy.co.uk, or open the live chat on the site, giving the game name, the date and time of the round, your time zone and the round reference.
3. Tell us what you expected and what you saw instead, and attach a screenshot if you have one.
4. We check the round against the server record and come back to you with what we find.

If our answer does not settle the matter, our Complaints procedure explains the next step, including referral to the alternative dispute resolution provider named there at no cost to you. Until a question about a round is resolved, we may hold the amount in dispute on your account.