Betting and Game Rules

General rules that apply to all play

These rules apply to every bet placed with Black Label Casino. They sit alongside our Terms and Conditions and the rules built into each individual game. Where a game's own rules or paytable cover a point in more detail, those rules apply to that game.

1. One account per player. You may hold one account only. Duplicate accounts opened by the same person, household, address, shared device or payment method may be closed, and play on them settled under our Terms and Conditions.
2. 18+ only. You must be at least 18 years old, play in your own name and use funds that belong to you.
3. Verification. We hold a gaming licence and check the identity of account holders. Deposits, play or withdrawals may be limited until those checks are complete.
4. Real money and bonus balance. Bets are placed either from your real-money balance or from bonus funds, depending on which balance is active. The cashier and the game window show the balance in use at the time of the bet.
5. Bets are final. Once a bet is placed and accepted by the game server, it cannot be changed, cancelled or taken back, whatever the outcome.

How bets and spins are settled

Every game runs on a game server. The server records each bet, generates the outcome and settles the round. The result held by the server is the result that stands, even if your screen shows something different because of a display fault, a slow connection or an out-of-date page.

• Outcomes are produced by a random number generator, or by the physical deal or spin in live games, and are independent of previous rounds.
• Wins are calculated using the paytable and the rules shown in the game's own help screen, applied to the stake accepted for that round.
• The return-to-player figure for each game is published in that game's help or information screen. It is a long-run theoretical average across many rounds and does not predict the result of any single session.
• Winnings are credited to the balance the bet was placed from, and appear in your account history once the round has settled.
• Where a round is still open, for example a feature or free-spin sequence, it must be completed before the balance it affects can be withdrawn.

If an obvious error means a bet was accepted at the wrong stake, or a win was paid at the wrong amount, we may correct the balance and settle the round as it should have been settled. We will tell you when we do this and explain the correction.

Malfunctions and interrupted games

Games occasionally fail. A malfunction is any fault in the game software, the game server or the connection between them that stops a round being played or settled correctly.

• A malfunction voids all pays and all play for the affected round or rounds. Stakes taken for a voided round are returned to the balance they came from.
• Disconnections. If you lose your connection mid-round, the round is held open on the server. When you reopen the game it either resumes where you left off or settles automatically to the result the server had already produced.
• Unfinished rounds. Some rounds settle after a set period even if you do not return. Any win is credited to your balance and shown in your account history.
• Repeated faults. Where a fault affects many players, a game may be taken out of the lobby while it is looked into, and affected rounds settled once the cause is known.

Playing with bonus funds

Bonus funds are governed by the terms of the bonus they came from, as well as by these rules. Those terms are shown when you claim the bonus and remain available in the promotions area of your account while the bonus is active.

• A maximum bet applies while wagering requirements are open. Bets above that amount may be voided, along with any win they produced.
• Games contribute to wagering at different rates, and some games are excluded altogether. The contribution for each game is set out in the bonus terms.
• Where both balances are available, bets are taken from the balance shown as active in the game window. Bonus funds are normally used first.
• Converting bonus funds to withdrawable money requires the wagering to be completed in full, within the period stated in the bonus terms.

Live casino and table games

Live games are dealt by a dealer in a studio and streamed to your device. Each table has its own help screen covering the bets available, the paytable and any side bets.

• Betting time. Each round has a betting window. Bets placed or confirmed after the window closes are not accepted and are returned to your balance.
• Dealer decisions. The dealer's call on the table, taken with the studio supervisor where needed, decides the outcome of the round. Where the camera record and the screen disagree, the camera record stands.
• Table limits. Minimum and maximum stakes are shown at each table and may differ between tables of the same game.
• Mistakes in the deal. A misdeal, a card exposed in error or a spin that does not complete may be declared void by the dealer. Stakes on a voided round are returned.
• Conduct. Chat is moderated. We may close chat access, or the table, where a player is abusive towards the dealer or other players.

Questions and disputes about a round

If you think a round has been settled incorrectly, contact us and we will check the server record. The record shows the stake, the outcome and the balance movement for that round, and it is what any answer we give is based on.

1. Write to support@casinoblacklabel.co.uk, or start a live chat from the site.
2. Tell us the game name, the date and time of the round, including your time zone, and the round or game reference if the game shows one.
3. Describe what you saw and what you expected, and keep playing that game paused until we come back to you.

We acknowledge contact as quickly as we can and tell you the outcome in writing. If you are not satisfied with our answer, our Complaints Policy explains the next steps open to you, including independent dispute resolution.