Betting and Game Rules

Play is open to customers aged 18 or over who hold an account in their own name. We hold a gaming licence for the games we offer, and accounts are subject to verification checks before and during play.

1. One account per person. Only one account may be held per person, household, device or payment method. Bets placed from a duplicate account may be voided.
2. Your own account only. You may not place bets on behalf of anyone else, and nobody else may place bets on your account.
3. Stakes come from your balance. A bet is accepted only where your account holds enough cleared funds to cover it in full.
4. Real-money and bonus balances are kept apart. Where both are present, stakes are taken in the order shown in the cashier, and any round funded by bonus money follows the bonus terms.
5. Bets are final once placed. A confirmed bet, spin or hand cannot be changed, cancelled or refunded because of a change of mind, a misclick or a slow connection.
6. Stakes and limits. Minimum and maximum stakes are those shown in the game or in the limits shown in your account.

Every outcome is produced by the game server, not by your screen. The result recorded on the server is the result that stands, and it is what we use to settle the round and to answer any query about it.

Each game carries its own rules, paytable and help screens, which set out how wins are formed, how features are triggered and how any side bet works. Where a game's own rules differ from a general description elsewhere on this site, the game's rules apply to that round.

Return to player

Each game shows its return-to-player figure in its help or information screen. That figure is a long-term theoretical average across a very large number of rounds. It does not predict a single session, and short-term results can sit well above or well below it.

Displays, animations and rounding

Animations, celebration screens and sound are presentation only. If what is drawn on screen differs from the server record, including because of a delay, a cached page or a rounding difference in the display, the server record decides the round.

A malfunction voids all pays and play. Where a game, its software or the link between the game and the servers does not work as intended, any result, win or balance change produced by that fault is void and we correct the account to the position it should have been in.

• Faults covered: display errors, duplicated rounds, incorrect paytable behaviour, a stake accepted outside the game's limits, or a round the game provider cannot complete.
• Voided rounds: stakes are returned to the balance they were taken from, and any amount paid in error is removed.
• Disconnections: if you lose your connection mid-round, the round is held by the game server. When you reopen the game it either resumes from the same point or settles on the server, and the result is applied to your balance.
• Unfinished rounds: a round left open is settled under the game provider's own rules after the period set in that game, and may show as pending in your game history until then.
• Our records: our transaction and game logs are the record we use to settle any incomplete or queried round.

Bonus funds, free spins and other promotional credit are play on terms. The bonus terms in force when the offer is claimed apply to that bonus, alongside these rules.

• Wagering: bonus funds carry the wagering requirement shown with the offer and must be played through before the related balance can be withdrawn.
• Maximum bet: a maximum stake per round applies while a bonus is active, as stated in the bonus terms. Rounds placed above it may be voided, or the bonus and any winnings from it removed.
• Game contributions: games count towards wagering at the rates listed in the bonus terms, and some games are excluded altogether.
• Order of play: where the cashier shows both a real-money and a bonus balance, stakes are taken in the order set out there, and bonus rules apply to any round funded from the bonus balance.
• Patterns we do not allow: low-risk, hedged or equalised betting used to clear wagering is treated as a misuse of the offer.
• Expiry: an unused or part-played bonus ends on the date shown in your account, and any remaining bonus balance is removed at that point.

The bonus terms do not change how a round is settled. The server result stands, and bonus rounds are covered by the same malfunction rules as real-money rounds.

Live tables are hosted by a dealer in a studio, and the physical game at the table decides the round. Where the video feed or your screen differs from what happened at the table, the table record applies.

• Dealer decisions: the dealer's call at the table stands, including on card and ball placement and the point at which betting closes.
• Late bets: bets placed or chips moved after betting time closes are not accepted, even if the chips appeared to move on screen.
• Table limits: each table shows its own minimum and maximum stakes, and side bets may carry separate limits.
• Misdeals and errors: a misdeal, a card exposed in error or a problem with a wheel or shoe is handled under the game-specific rules in that table's help, which may mean the round is replayed or void.
• Lost video: if the feed drops while the game continues, the round is settled from the table record. Where the round cannot be completed, it is void and stakes are returned.
• Rules per game: blackjack, roulette, baccarat and game-show style tables each have their own rules, payouts and side bets, set out in the help panel at that table.

Table chat is moderated, and dealers cannot discuss balances, payments or account matters. Those questions go to our support team.

If you think a round was settled wrongly, contact us before placing further bets on that game. Write to support@casino-hellofortune.co.uk or use the live chat on this site.

1. The game name exactly as it appears in the lobby.
2. The date and time of the round, including your time zone.
3. The round or game ID from your game history.
4. The stake placed and the result shown on your screen.
5. A screenshot or screen recording, if you have one.

We check the round against the server and transaction logs and come back to you with the outcome and the reason for it. If you remain unhappy, our complaints procedure explains how to escalate the matter, including to the alternative dispute resolution provider named there.