Terms & Conditions

These terms apply to your account with Hello Fortune Casino and to every game, deposit, withdrawal and promotion that passes through it. By registering, or by continuing to use an account you already hold, you accept them.

Our privacy policy, the terms attached to any offer you take and the rules shown inside each game sit alongside this page. Where a specific rule says something different, it applies to that game or offer.

We may change these terms, for instance to reflect a change in the law or in the services we offer. The version published here is the current one. We tell you about material changes by e-mail or by a message in your account before they take effect, and you may ask us to close your account if you do not accept them.

Who can play

You must be 18 or over to hold an account or place a stake, and our services are offered to residents of the United Kingdom. If we find that an account holder is under 18, we close the account, void any winnings and return the deposits. We hold a gaming licence and verify accounts, and we may refuse or close an account in order to keep to the conditions of that licence.

One account, and accurate details

• One account per person, household, e-mail address, payment method and device.
• Register in your own name, with a date of birth and address that are true, current and complete.
• Tell us promptly if your name, address, e-mail address or phone number changes.
• Duplicate accounts may be closed, and bonuses claimed through them voided.

Keeping your login safe

Keep your password private, do not let anyone else play on your account, and tell us at once if you think someone else has used it. Play carried out under your login is treated as yours unless there is reason to think otherwise.

Identity, age and address checks

Before your first withdrawal, and at other points where we are required to check, we ask for documents confirming who you are, how old you are and where you live: typically photo identification, a recent bill or bank statement, and proof of the payment method you used. We may hold a withdrawal while checks are open, and an account we cannot verify may be suspended, with funds returned to the method used to deposit.

Source-of-funds checks

Where the law or our licence conditions require it, we also ask about the source of the money you are gambling with. Some withdrawals cannot be completed until those checks are satisfied.

Paying in and taking money out

• The methods available to you, and the minimum and maximum amounts for each, are the limits shown in the cashier.
• We return funds to the method you deposited with wherever that is possible; otherwise we use an alternative method in your own name.
• Your account is for play, not for holding or moving money, and we may ask you to stake a deposit before withdrawing it.
• Fees charged by your bank or payment provider, and any currency conversion they apply, are yours to cover.
• Processing times depend on the method and on whether any checks are still open; the times shown in the cashier are a guide.

Every offer has its own terms, shown with the offer. They set the wagering requirement, the games that contribute to it, the maximum stake allowed while a bonus is active, the expiry period and any cap on winnings. Taking part is optional: you can decline a bonus, and you can switch marketing messages off in your account settings.

The following are treated as abuse of promotions:

• opening or using more than one account to claim the same offer
• staking above the maximum bet while bonus funds or free spins are in play
• low-risk, matched or covering bets placed only to clear a wagering requirement
• acting with other players, or using software or automation, to take value from an offer

Where we find abuse, we may void the bonus and any winnings tied to it, and we may close the account. Your own deposited funds are not affected unless the law requires otherwise.

Gambling should stay affordable and under your control. The tools below sit in your account. A tighter limit takes effect straight away; a looser one applies only after a cooling-off period.

Self-exclusion cannot be lifted early, and we take you off our marketing lists while it runs. GamStop lets you self-exclude from all participating online operators in a single step. Free, confidential support is available from GambleAware, GamCare and the National Gambling Helpline.

When an account is closed or suspended

1. At your request: ask us on live chat or by e-mail, and we return any withdrawable balance once the usual checks are complete.
2. After a long period of inactivity, once we have told you and given you a chance to log in.
3. Where we must, to meet our legal or licence obligations, or while we look into unusual activity.
4. Where these terms are broken, including duplicate accounts, false details, abuse of promotions, or abuse directed at our staff.

Raising a complaint

Tell us first. Live chat is the quickest route; for anything that needs a written record, write to support@casino-hellofortune.co.uk with your username, what happened, and the dates and amounts involved. We acknowledge your message, look into it and reply within a reasonable time, and we keep you posted if documents or a payment provider make it take longer. If our answer does not settle the matter, you may refer it free of charge to an independent dispute resolution service, and we will tell you how to do so; we treat the outcome as binding on us.

Our liability

We work to keep the site and the games available and correct, but we cannot promise uninterrupted service. We are not liable for losses caused by your own equipment or connection, by mistakes you make when placing a stake, or by events outside our reasonable control. If a fault leaves a game result or an account balance clearly wrong, we may void the affected rounds and correct the balance, and we will explain what happened if you ask. Nothing in these terms limits liability that cannot be limited by law.

Governing law

These terms, and any dispute arising out of them, are governed by the laws of England and Wales. Consumer rights that cannot be given up by agreement are unaffected.