Betting Rules

General betting and game rules

These rules apply to casino games, slots, table games, live casino games and any other betting or gaming product made available through your account. The rules shown in a particular game, including its help screen, paytable and any game-specific instructions, also form part of the conditions for that game. Where a promotion applies, its bonus terms apply in addition to these rules.

You may open and use only one account with us. Your account must be registered in your own name and used only by you. You must keep your login details secure and must not allow another person to place bets or play games through your account. We may carry out identity, age and account checks before allowing play, payments or withdrawals, and we may restrict or close an account where information is incomplete, inaccurate or cannot be verified.

Real-money and bonus-balance play

• Real-money play uses funds available in your cash balance, subject to the balance and transaction information shown in your account.
• Bonus-balance play is subject to the bonus terms that applied when the bonus was awarded, including any wagering, expiry and withdrawal conditions.
• The balance and transaction records displayed in your account are the main way to see whether a stake has been accepted and which funds are being used.
• You must not use a payment method or account that belongs to another person. We may ask for information to confirm ownership before accepting deposits or processing withdrawals.

A bet, stake or spin is final once placed. You cannot cancel, amend or withdraw it after the game or betting system has accepted it. If you are unsure whether a bet was accepted, do not place it again until the account or game status is clear. A duplicate stake caused by repeating an action may be treated as a separate bet.

You must be 18 or over to use our gambling services. Please set deposit limits and other account controls before you play if they would help you stay within your intended budget. Time-outs and self-exclusion are available through the relevant account controls. You can also seek support from GambleAware, GamCare, GamStop or the National Gambling Helpline.

How bets and spins are settled

We settle each bet, spin or game round using the result recorded by the relevant game server. The result shown by the game server is final, subject to correction where there is a clear technical or administrative error. The time at which the server accepts the bet, and the result recorded for that accepted bet, determine how the round is settled.

The game’s own rules and paytable apply to every outcome. They explain the winning combinations, symbols, features, bonus rounds, stake options, limits and any conditions that affect a return. Please open the game help before playing so you understand how a particular feature works. If a game displays different information from a general description, the rules and paytable within that game apply to that game.

The return-to-player figure, where applicable, is shown in each game. This figure is a long-term mathematical indication and is not a promise of a particular return during your session. Individual results may vary, and a previous result does not change the probability or settlement of a later bet.

• A winning return is credited according to the stake, result and applicable paytable.
• A losing bet is deducted from the relevant balance once the round is settled.
• Unfinished rounds may remain pending until the game server provides a result or the connection is restored.
• Where an accepted bet is not settled in the normal way, we may investigate the transaction record and settle it using the recorded game data.

Displayed balances and game messages may take a short time to update. The account and server records remain the basis for settlement if a screen display, animation or connection message does not match the final recorded result.

Malfunctions and interrupted games

A malfunction includes a fault in the game, betting system, software, communications, settlement process or other technical element that affects play or the recording of an outcome. If a malfunction occurs, the affected game and any associated play are treated in accordance with the server and transaction records.

A malfunction voids all pays and play affected by that malfunction. This means that an apparent win, bonus feature, free spin, payout or other benefit created by the fault will not be payable. Where an affected stake can be identified, we may restore or otherwise correct it in line with the recorded transaction history and applicable rules.

If you lose connection during a game, the game may resume or settle when you reconnect. A disconnected game does not automatically mean that the round has been cancelled. On returning to the game, check the round status and your balance before taking any further action. If the game cannot resume, the server records will be used to determine whether the round was accepted, completed or affected by a malfunction.

• Do not refresh repeatedly or close a game to try to change an outcome.
• Do not assume that a missing animation means a losing result or an unpaid win.
• Keep a note of the game, approximate time and any round reference shown on screen when reporting a problem.
• We may pause a game or account while we establish the correct settlement of affected play.

Bonus play and promotional conditions

Bonus funds are not the same as unrestricted cash funds. Bonus play follows the bonus terms that accompanied the offer, including eligibility, activation, wagering, expiry, minimum stake, maximum stake, withdrawal and game contribution conditions. If you accept a bonus, you are responsible for reading those terms before using it.

Maximum bets and game contributions

A bonus may include a maximum permitted bet. This can apply to a single spin, hand, round or other stake, and may apply whether the stake is made from bonus funds, cash funds or a combination of both. Any amount above a permitted maximum may cause the bonus or winnings connected with it to be removed, where the applicable bonus terms allow this.

Games do not always contribute equally towards a wagering requirement. The contribution for each eligible game is shown in the relevant bonus terms. A game may contribute fully, partly or not at all. Playing a game that is excluded, or using a stake or feature outside the stated conditions, may not advance the requirement.

• Bonus funds must be used within any period stated in the bonus terms.
• A bonus may be removed if you opt out, breach its conditions or no longer meet its eligibility requirements.
• Winnings may remain subject to the same wagering and withdrawal conditions as the bonus that generated them.
• If a bonus term conflicts with an in-game display, the applicable bonus terms determine the treatment of the bonus.

We may correct a bonus balance, wagering progress or bonus-related return where it has been credited because of a technical error or an incorrect application of the bonus terms. We will not treat a malfunction-created bonus result as a valid promotional return.

Live casino and table games

Live casino and table games are governed by the rules displayed in the relevant table. Those rules set out the available bets, minimum and maximum stakes, dealing procedure, payout calculation, timing, side bets, interruptions and any other conditions that apply to the table. Please read the table’s help before placing a bet.

Dealer decisions made in accordance with the table rules determine the result of the hand, round or game. The dealer’s decision, together with the game record and server record, is final unless there is a clear technical or administrative error. A displayed video image or sound does not replace the official result recorded for the table.

Betting time and late bets

Bets must be placed during the betting period shown by the table. A bet submitted after betting has closed is a late bet and will not be accepted as a bet for that round. If a late bet appears to have been accepted because of a display or connection issue, the server record and the table rules will determine whether it is valid.

Once betting has closed, you cannot amend or cancel an accepted bet. If you disconnect, the table may continue without you and the accepted bet may settle when the round ends. On reconnection, check the table status and your account before placing another bet. Any side bet, special feature or additional wager is subject to the game-specific rules for that table.

Questions and disputes about a game

If you believe a bet, spin, hand, round, balance entry or payout has been settled incorrectly, contact us as soon as possible so we can look into the recorded play. Write to support@winissimo-casino.co.uk or use the live chat on the site. We will need enough information to identify the relevant account activity.

Information to include

• The game or table name.
• The date and approximate time of the bet or spin.
• The round, hand or transaction reference, if one is shown.
• The stake amount and the balance or result that appears to be incorrect.
• A clear description of what happened, including any error message or disconnection.

Please contact us from the email address registered to your account where possible. Never send your password, full payment details or security codes in a dispute message. We may ask for additional information to confirm the account and identify the relevant game record.

We will compare the information you provide with the game server, account and transaction records. The final outcome will be based on the applicable game rules, bonus terms where relevant, and the recorded status of the bet. While a question is being looked into, do not continue playing the affected game if doing so could create further uncertainty.

If you remain unhappy after we have provided our response, you may ask support for information about the next step available under our complaints process. Please keep the original game details and any correspondence so the matter can be identified accurately.