Betting Rules

General betting and game rules

You must have an account with us before you can play for real money. You may hold only one account. We may suspend or close accounts where we identify more than one account for the same player, or where an account has been opened or used in breach of our terms. Any balance or bet will be handled in line with the applicable account terms and our obligations to prevent and detect unlawful or irregular activity.

You are responsible for keeping your account details, password and payment information secure. You must provide accurate information and tell us promptly if anything changes. We may ask you to complete identity, age, payment or source-of-funds checks before allowing deposits, withdrawals or continued play. We hold a gaming licence and may verify accounts as part of our regulatory and safer gambling responsibilities.

We offer both real-money play and play using promotional or bonus funds. The balance used for a bet is determined by the game, the available balances in your account and the applicable bonus terms. You should look at the balance and stake shown before confirming play. It is your responsibility to make sure that the selected game, stake, number of spins or other betting details are correct.

A bet, spin or other game instruction is final once it has been accepted by our systems. You cannot cancel or change it after acceptance. If you believe that an instruction was accepted incorrectly, contact us promptly with the relevant details. We will assess the matter using our records, the game server data and the rules applying to that game.

• You must be aged 18 or over to use our real-money services.
• You must not place bets on behalf of another person or allow another person to use your account.
• You must not use our services for unlawful activity, fraud, collusion, automated play or any attempt to interfere with a game.
• You must have enough cleared funds, or eligible bonus funds, for the stake before a bet is accepted.
• The terms and conditions of your account, promotions and any game-specific rules also apply to your play.

How bets and spins are settled

Each game is operated using software and a game server that records the accepted instruction and the resulting outcome. The result shown by the game server is final for settlement, subject to our rules on a malfunction or a clear technical or administrative error. The information recorded by our systems may include the game, stake, time, round reference, outcome, payout and balance movement.

The in-game rules, instructions and paytable shown within the relevant game apply to that game. They explain how winning combinations, features, multipliers, bonus rounds, symbols and other outcomes are calculated. You should read those rules before playing, particularly where a game includes different stake options or special features.

The return-to-player figure is shown in each game. This figure is a statistical calculation over a large number of plays and is not a promise of a particular return for one session, one bet or one player. It does not alter the result of an individual round and does not mean that losses will be returned.

Where a game requires you to make a selection, place a side bet, choose a feature or take an action within a stated period, the outcome will be determined according to the instructions displayed in that game. If you do not act in time, the game may proceed, settle or forfeit the relevant option as stated in its help information.

• A winning amount is credited according to the applicable game rules and the balance type used.
• A losing bet is deducted from the relevant balance when the game settles.
• Any displayed payout is subject to the game rules, applicable bonus terms and correction of an obvious error.
• Displayed balances may take a short time to update while a round is being processed.
• You must not treat a temporary display, interrupted connection or incomplete screen as a settled result.

If the information displayed in the game differs from the records held by the game server, the server record will be used to determine what was accepted and how it settled. We may correct a balance where an amount was credited or deducted because of a technical, administrative or other clear error.

Malfunctions and interrupted games

A malfunction can include a software fault, communication failure, display error, incorrect game state, interruption in the game server or any other technical problem that affects play or settlement. If a malfunction affects a game, all pays and play affected by that malfunction are void. This applies whether the issue increases or decreases the amount shown in your account.

You must stop playing if a game appears not to be working correctly. Do not attempt to repeat an instruction, use a feature repeatedly or exploit an unusual result. Contact us as soon as possible and provide the game name, the approximate time, the round reference if available and a description of what happened.

A disconnected game does not necessarily mean that the round has been cancelled. If our systems have accepted the instruction, the game may resume when you reconnect, or it may settle automatically. The final outcome is determined by the game server and the applicable game rules. You should sign in again and check the game or account balance before attempting another bet.

If a connection problem occurs before an instruction is accepted, no bet may have been placed. If an instruction was accepted before the connection ended, it may still be valid and may settle while you are offline. Our transaction and server records will be used to establish the status of the instruction.

Bonus play and promotional funds

Bonus funds are subject to the bonus terms shown when the bonus is offered, claimed or added to your account. Those terms may set requirements for eligibility, deposits, wagering, expiry, withdrawals, maximum winnings, qualifying games and the order in which real-money and bonus balances are used.

The maximum bet stated in the applicable bonus terms applies whenever bonus funds are involved, unless those terms say otherwise. A breach of a maximum bet condition may cause the bonus, related winnings or both to be removed in accordance with the relevant terms. You should check the bonus information in your account before placing a bet with promotional funds.

Different games may contribute differently towards any wagering requirement. Some games or features may make no contribution, while others may contribute only at the rate stated in the bonus terms. A game may also be excluded from bonus play. The game contribution displayed in the applicable terms is the one that applies.

• A bonus may be available only after the stated qualifying action has been completed.
• A bonus may expire if it is not used or completed within the period shown in the applicable terms.
• You may need to use real-money funds before bonus funds, or bonus funds before real-money funds, depending on the promotion.
• Winnings subject to a bonus may remain restricted until all stated conditions have been met.
• We may remove or cancel a bonus where the applicable terms permit this, including where there is a duplicate, error, abuse or breach.

If a promotional offer conflicts with these general rules, the specific bonus terms apply to the extent of the conflict. If you are unsure which balance will be used or how a game contributes, contact support before placing the bet.

Live casino and table games

Live casino and table games are played according to the game-specific rules shown in the table's help information. Those rules explain the available bets, minimum and maximum stakes, dealing procedure, payouts, side bets, eligible outcomes and any timing or settlement conditions.

The dealer's decisions and the procedures used for the live table determine the result, subject to the applicable game rules and our records. This includes decisions about the order of play, cards, roulette outcomes, accepted instructions and whether a bet was placed before the relevant cut-off.

Late bets are not accepted for settlement where the betting period has closed. If a bet is submitted close to the closing time, it may be accepted for the next available round, rejected, or processed according to the table's displayed rules. The time recorded by the live game and our systems determines whether the bet was placed in time.

If a live table is interrupted, the round may be completed, cancelled or settled according to its game-specific rules. A result may be displayed after the connection to the table has ended. Do not place another bet until you have checked the outcome and balance of the interrupted round.

• Read the help information for the individual table before placing a bet.
• Make sure the chip value, stake and selected betting area are correct before confirming.
• Wait for the table to confirm that your bet has been accepted.
• Do not rely on a visual animation or commentary alone if the table status shows a different result.
• Where a table rule and a general betting rule address the same matter, the table-specific rule applies to that game.

Disputes and contacting us

If you have a question or dispute about a bet, spin, live table or settlement, contact us at support@casino-goldenlady.co.uk or use the live chat on the site. Please write from the email address registered to your account where possible so that we can protect your information and identify the relevant account.

To help us investigate the matter, include the game name, the date and approximate time, the round or bet reference, the stake, the amount shown and a clear description of the issue. Do not send your password or complete payment details. We will use the records available to us, including account, transaction, game server and table records, when looking into the matter.

1. Check the relevant game help, paytable and bonus terms first.
2. Keep the round reference and any account history information available.
3. Contact support@casino-goldenlady.co.uk or use live chat with the game, time and round details.
4. Follow any reasonable request for further information or account verification.
5. Do not attempt to settle a disputed round by placing further bets while the issue is being looked into.

We aim to handle questions consistently and fairly. We may need additional time where a game provider, live table record or technical log must be obtained, or where account verification is required. Our decision will be based on the applicable rules and the records of the accepted play.

If gambling is no longer enjoyable or is causing concern, stop playing and use the safer gambling tools in your account. Deposit limits, time-outs and self-exclusion are available, and you can seek independent help from GambleAware, GamCare, GamStop or the National Gambling Helpline.