Betting and Game Rules

These rules form part of your agreement with us and apply every time you place a bet, spin a reel or join a table. Where a game's own rules give more detail, those rules apply to that round.

• One account per player. You may hold one account, in your own name, and only you may use it. Play on another person's account, or on a second account, may be void.
• Age and verification. Play is for adults aged 18 or over. We hold a gaming licence and must verify your identity, and where needed your source of funds, before paying out.
• Real-money and bonus balances. Your account may hold both. The cashier shows which balance a stake is taken from and the order in which balances are used.
• Bets are final. A stake is final once confirmed. We cannot cancel or refund it because the result went against you or because you picked the wrong amount.
• Stakes and limits. Minimum and maximum stakes vary by game and by table and are shown in the game, alongside the limits set on your account.

If you are not sure how a game works, open its information screen first.

Every round runs on the game server rather than on your device. The server records the outcome, and that record is what settles your bet.

1. The result held by the game server is the official result. If your screen shows something different, the server record stands.
2. Each game's own rules, paytables and payline diagrams decide wins in that game, including any cap on a maximum win or multiplier.
3. Features such as free spins or hold-and-win rounds settle under the rules of the game that triggered them.
4. Rounds and free spins left unfinished settle under that game's rules and may expire if the game is withdrawn.

The return-to-player figure for each game is published in that game's information screen. It is a long-run theoretical percentage worked out over many millions of rounds, so it says nothing about a single session, and no result can be predicted or influenced.

Faults in hardware, software and networks happen. The rule we apply is the standard one: a malfunction voids all pays and all play in the affected round.

• If a game, feature or paytable does not behave as its rules describe, the affected rounds are void and any stake taken is returned.
• Where an error credits a win you were not entitled to, we may correct your balance and recover the amount, and we will tell you when we do.
• Display, paytable and pricing errors do not create a right to a payment. Settlement follows the game's correct rules.
• Faults in your own device, browser or connection are not our responsibility, although any round the server completed is still settled.

If you are disconnected

Nothing is lost if you drop out part way through a round. The round carries on or waits on the server, and when you reopen the game it either resumes where you left off or shows the settled result, with your balance updated. In live games a round cannot wait, so it settles under that table's rules, which may mean an automatic action on your behalf.

Bonus funds, free spins and other promotional credit are governed by the terms of the offer they came from, read with these rules and our general terms. Where the two differ, the offer's own terms apply to that bonus.

• Wagering. Bonus funds and winnings from them cannot be withdrawn until the wagering requirement in the offer terms is met.
• Maximum stake. A maximum stake per round applies while a bonus is in play. Rounds above it may be void, along with the bonus and anything won from it.
• Game contribution. Games count towards wagering at different rates and some do not count at all. The rates are listed in the offer terms.
• Excluded play. Covering opposite outcomes, or other low-risk patterns used to clear wagering, is not permitted and may void the bonus.
• Expiry. Bonuses and free spins end after the period stated in their terms, and anything unused is removed.

Your account shows the stage a bonus has reached and lets you forfeit it if you would rather play with your own funds.

Live tables are run by a dealer in a studio and streamed to you. What happens at the table decides the round.

• The table result stands. Where the outcome at the table and your screen disagree, the outcome at the table, as confirmed by the studio, settles the round.
• Late bets. Bets must be confirmed within the betting time shown on screen. Anything not confirmed before betting closes does not stand and the stake is returned.
• Void rounds. A round may be void after a misdeal, a card exposed in error, an incomplete spin or a ball that leaves the wheel. Stakes are returned.
• Table rules. Each table's help screen carries its own rules, side bets and payouts, including the number of decks, when the dealer draws and how a push is treated.
• Chat. Chat is moderated. Abusive messages, or messages sharing account details, may cost you chat access or restrict your account.

Table limits are shown at the table and may change. If a table is full or closed, your stake is not placed.

If you think a round settled incorrectly, tell us. We will look into it against the server records, which are the deciding evidence.

1. Write to support@casino-kachingo.co.uk or open the live chat on the site.
2. Give the game name, the date and time of the round with your time zone, and the round reference from the game's history screen.
3. Tell us the stake, the result you saw and what you expected, with a screenshot if you have one.

Your own record of play is available at any time in your account history and in each game. We will confirm receipt, check the server log and come back to you with the outcome and the reason for it. If you are still unhappy, our complaints procedure explains the next steps, including referral to an alternative dispute resolution provider at no cost to you.