Betting and Game Rules

These Betting and Game Rules form part of your agreement with us and apply to every bet, spin and hand placed through your account. Where an individual game carries its own rules, those rules govern that game and these rules cover everything else.

We hold a gaming licence for the games offered here, and we verify the identity of every account holder, so some features stay limited until your verification checks are complete.

One account, one player

• You must be 18 or over to hold an account or place a bet with us. Age and identity checks apply.
• One account per person. Accounts opened by the same person, household, device or payment method may be closed, with any real-money balance returned.
• Bet only with funds you own, from your own account. You may not place bets on behalf of another person or let anyone else use your account.
• You may only play from a place where online gambling is lawful for you.

Real-money and bonus balances

Your cashier shows your real-money balance and any bonus balance separately, along with the order in which funds are used when you bet. Amounts credited as a bonus remain subject to the terms of that offer until its conditions are met.

A placed bet is final

Once a bet is accepted by the game server it cannot be changed, cancelled or taken back, and it is not refunded because of a mistaken stake or a change of mind. Check the stake, bet level and number of lines shown in the game before you confirm. Closing the game window or losing your connection does not cancel a bet that has already been accepted.

Outcomes are produced by the game software on the game server, using a random number generator for games of chance. The result recorded on the server is the official result of the round. If the screen shows something different, for example after a display fault or a lost connection, the server record decides how the round is settled.

1. Your stake is taken from the balance shown in the cashier.
2. The server generates the outcome of the round.
3. The outcome is settled against the paytable and rules of that game.
4. Any winnings are credited to your balance.
5. The completed round is written to your account history.

In-game rules and paytables

Each game holds its own rules in its help or information screen: the paytable, winning combinations, bet lines, how features and bonus rounds behave, and any maximum payout. By starting a game you accept the rules shown there, and on points specific to that game those rules come first.

Return to player

Each game shows a theoretical return-to-player figure in its help screen. That figure is a long-run average across a very large number of rounds, so it does not predict a single round or session. Where a game is offered with more than one setting, the figure shown in that game's help screen applies to your play.

A malfunction voids all pays and play. If a game, its software or the systems it depends on do not work as intended, we void the affected rounds and return the stakes to the balance they came from. Amounts credited in error can be adjusted or reclaimed, and we may hold a withdrawal while an error is looked into.

• Software or hardware faults in the game, the platform or the link between them.
• A paytable, bet limit or payout displayed incorrectly.
• A round recorded twice, settled twice or left incomplete by the system.
• Any result produced outside the normal rules of the game.

Lost connections

If your connection drops mid-round, open the game again. Where the game allows it, an unfinished round resumes at the point it stopped; otherwise the server settles it using the outcome already generated and the result appears in your account history. Rounds at live tables run in real time and may finish without you.

Bonus funds, free spins and other promotional credits are governed by the terms published with the offer and repeated in the promotions area of your account. Where those terms differ from this page, the offer terms apply to that bonus.

• A maximum stake applies while a wagering requirement is open, and bets above it may be voided.
• Games contribute to wagering at the rates set out in the offer terms, and some games do not contribute at all.
• Any cap on what can be converted from bonus play to withdrawable funds is shown with the offer.
• Wagering must be completed within the time stated, after which the bonus and anything won from it expires.
• Low-risk patterns, such as covering opposing outcomes on a table game to clear wagering, are not permitted.

If an offer is used in a way its terms do not allow, we may void the bonus and any winnings from it. Your own deposited funds are not affected.

Live tables are run by a dealer in a studio and follow the rules of the specific table, which are set out in the help panel at that table.

• The dealer's call decides the round. The physical result, as called and recorded by the table system, is what we settle on.
• Bets must be placed before the dealer closes betting. Bets not confirmed in time are rejected or returned.
• Place chips clearly in the area you intend. The dealer may decline or move a bet that cannot be read, in line with the table rules.
• Misdeals, exposed cards, a ball leaving the wheel and similar incidents are handled as the table rules set out, which may mean the round is void.
• Side bets are settled against the paytable at that table, and seats may be released after a period of inactivity.

Stream quality, camera angles and chat have no effect on the outcome. Chat is moderated, and abusive or disruptive messages can cost you access to chat or to the tables.

If a round has not settled the way you expected, start with your account history, which shows the stake, the outcome and the balance before and after each round.

If you still think something is wrong, write to support@casinoluckytwice.co.uk or use the live chat on the site, and give us the following details:

1. The username or registered e-mail address on the account. Never send us your password, and we will never ask you for it.
2. The name of the game you were playing, together with the name of the table if the round was at a live table.
3. The date and time of the round, including the time zone you are using, so that we can find the round in the logs.
4. The round or game identifier shown next to that round in your account history.
5. The stake placed, the result shown on screen and what you expected to happen instead.

We check the point you raise against the server logs for that round, which are the deciding record, and we answer in writing. If our final answer does not settle the matter, you can take it to the alternative dispute resolution provider named in our Terms & Conditions at no cost to you.