Betting and Game Rules

General rules that apply to all play

You may hold one account only, registered in your own name and used only by you. Accounts opened in someone else's name, duplicate accounts and shared accounts are not permitted. Only people aged 18 or over may register or place a bet. We hold a gaming licence and verify the identity of every account holder, so we may ask you for documents before play or payments continue.

• A bet is recorded against your account at the moment the game server accepts it, and it is final once placed. We cannot change, cancel or reverse a round because the outcome was not the one you wanted.
• Where your account holds both real money and bonus funds, each game shows which balance a stake is taken from, and stakes are used in the order set out in the cashier.
• Stake sizes, line counts and side bets are chosen by you before the round starts, within the amounts shown in the game.
• You are responsible for understanding a game before you stake real money on it. Where a demo version is available, you can open the game in that mode first.

We may suspend or close an account, and void stakes and winnings, where play breaks these rules, our Terms and Conditions or the rules of a game, for example collusion between players, use of automated software, or deliberate use of a fault.

How bets and spins are settled

Every game on the site runs on a remote game server. The result recorded by that server is the result of the round, and it is what we use to settle your bet.

1. You confirm your stake and the round begins.
2. The game server produces the outcome and sends it to your device. The animation and sound on your screen are a display of that outcome, not the outcome itself.
3. Any winnings are worked out from the game's own paytable and rules, then credited to the balance the stake came from.
4. The round and its result are stored in your game history, where you can look at them later.

If the display on your screen differs from the result held on the game server, after a slow connection, a page refresh or a graphics fault for instance, the server record stands. Our game history and the supplier's server logs are the record we rely on whenever a question about a round arises.

Each game also carries its own rules and information screen. These cover winning combinations, special symbols and features, bet limits, any maximum payout, and how an unfinished feature is handled. They apply in full to your play, and where a game's own rules differ from the general wording on this page, the game's rules decide that game.

The theoretical return to player figure is published in each game's information screen. RTP is a long-term average measured across very large numbers of rounds. It does not describe what will happen in your session, and the result of each round is independent and random.

Malfunctions and interrupted rounds

A malfunction voids all pays and play. If a game, a game server or the software supplying it does not work as intended, any affected round, payout or balance movement is void, whatever appeared on your screen or in your balance at the time. Where a round is voided, the stake for that round is returned to the balance it came from.

• A credit shown in error, including one caused by a fault, a duplicated message or a wrongly configured game, is not a win and may be removed from your balance.
• Rounds settled at the wrong prices or paytable values because of a fault are settled again at the correct values.
• Where a fault affects a feature, jackpot or progressive prize, the game supplier's record of the round decides the outcome.

Disconnections and unfinished games

If your connection drops, your device shuts down or you close a game part way through a round, the round is not lost. Depending on the game, it is either held open and resumes from the point of interruption, or it is completed automatically on the server. Open the same game again from the same account to carry on. If the round has already been settled, the result appears in your balance and your game history.

Some games, live tables in particular, give you a set time to act. If you do not act within it, the game applies its own default, such as standing on your current hand or closing the round, as set out in that game's rules.

Playing with bonus funds

Bonus funds, free spins and other promotional credits are governed by our Bonus Terms and by the terms published with the individual offer. The points below are the ones that most often affect how a round is settled.

• Maximum bet. While a wagering requirement is open, each offer sets a maximum stake per round. It is shown with the offer and in the bonus area of your account. Stakes placed above it may have the resulting winnings removed.
• Game contributions. Games count towards wagering at different rates and some do not count at all. The contribution list published with the offer applies.
• Excluded games and features. Some games, and some features such as feature-buy options, cannot be played with bonus funds.
• Converting winnings. Any cap on the amount that can be converted from bonus funds to withdrawable money is stated in the offer terms.

We may void a bonus and any winnings from it where play is clearly aimed at clearing a requirement rather than playing the games, for example low-risk or hedged betting patterns on table games.

Live casino and table games

Live tables are run by a dealer in a studio and streamed to your device. Each table carries its own rules and help screen, covering bet types, payouts, side bets and table limits, and those rules apply to play at that table.

• Decisions announced by the dealer are final for the round concerned, including the reading of cards, where the ball comes to rest and whether a bet was accepted.
• Bets must be placed and confirmed inside the betting window shown on screen. Late bets are not accepted and the stake stays in your balance.
• Where a card is exposed in error or dealt out of turn, or a spin is declared invalid, the table follows its own published procedure. This may mean part or all of the round is void and stakes are returned.
• Chat with the dealer is for courtesy only. Our dealers and hosts cannot accept, change or cancel a bet through chat.
• If the video stream drops while a round is in progress, the round is settled on the server record and the outcome appears in your game history.

Questions and disputes about a round

If you believe a round has settled incorrectly, tell us as soon as you can and we will look into it against the server record.

1. Open your game history and note the game name, the date and time of the round including your time zone, and the round or transaction reference shown.
2. Send those details to support@casino-hotstreak.co.uk, or start a conversation in live chat, with a short description of what you expected to happen.
3. We check the round against the game supplier's server logs and come back to you with what the record shows and how the round has been settled.

If you are not satisfied with our answer, our Complaints Policy explains how to escalate the matter within our team and, after that, to the alternative dispute resolution provider named there, free of charge to you.