Royal Valley Casino

Live dealers

Step into immersive live-dealer action whenever you want the feel of a real table.

Table classics

Take a seat at timeless table classics for a more familiar pace of play.

Fair games and game information

Our casino games come from licensed providers that use certified random number generators. Return-to-player information and the rules of each game are available inside the game through its help or information menu. Any demonstration play is illustrative only and does not represent future outcomes, and where on-screen information differs from our records, our own transaction records prevail, subject to our rules on errors and malfunctions.

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Halloween spins

When our Halloween campaign is running, you can earn spins on its set campaign days, from 0:00 to 23:59 on each of those days. Deposit at least £10 and wager £10 of cash on slots, selecting the offer in the deposit drop-down, to receive 10 Free Spins on Big Bass Halloween 1, 2 or 3 at 10p per spin. You can claim up to 3 times per customer in each promo period, while redemption is limited to a single time across our Grace Media network. These spins arrive within 7 days and remain usable for 7 days, winnings from them are capped at £100, and you can hold just one active bonus or spin set at any time. Halloween spins are also for players aged 18 and over.

How weekly spins are earned

Our Weekly Rewards Club is open only to valid account holders aged 18 or over, and each club week runs from Monday 00:00 to Sunday 23:59 UK time. Your spins depend on how much you deposited and wagered on slots during the previous club week. Only wagers on slot games count, so stakes on games such as roulette or blackjack do not help you qualify, and withdrawing funds before your spins are credited may void your eligibility.

The tiers do not stack, so a week at £50 or more brings 20 Free Spins in total rather than both tiers together. At that tier the spins arrive as two sets of 10, which together make the 20.

Where weekly spins play

Weekly spins can be used on Big Bass Bonanza 1000 and Fishin' Reels at 10p each and on Emerald King - Wheel of Wealth at 5p each. You activate them by launching one of these three games.

Weekly credit and expiry

We credit weekly spins by 17:00 GMT each Monday, or on the next working day when Monday is a bank holiday, and if they have not arrived by then our customer support team can help. Weekly spins are valid for 24 hours once credited, must be claimed by 23:59 on Monday, and once claimed must be redeemed and played through within 7 days, after which any unused spins expire and are forfeited.

Weekly winnings

All winnings from weekly Free Spins are credited as cash with no wagering requirements.

Using promotional funds

We will delay, limit, suspend or withdraw the take-up, completion, crediting or payout of a promotion where that is needed to comply with the law, a regulator, integrity obligations or safer gambling duties, including fraud prevention and safer gambling intervention. We complete the promotion or release any amounts due as soon as it is lawful to do so, and we keep you informed where we reasonably can.

Withdrawing during an offer

Each promotion states its wagering requirement, contribution table, eligible and excluded or weighted games or markets, max bet, expiry, wallet order and any cap on convertible winnings. While a wagering requirement is outstanding, withdrawals of Bonus Funds and the winnings they produce are restricted. If you withdraw early, unconverted Bonus Funds and any winnings derived from them are removed, while your cash stakes and cash winnings stay in your balance. Unused Bonus Funds and uncompleted promotions expire as each offer states, and there is no cash alternative for unconverted bonus funds or unearned benefits unless the law requires one.

Hedging and low-risk patterns

During a promotion, opposite-outcome hedging on the same or linked rounds or markets to progress wagering at negligible risk counts as bonus abuse. The same applies to roulette coverage and other minimum-risk progressions meant to churn or convert wagering requirements at negligible expected loss, such as covering 24 or more numbers, covering all three dozens or all three columns, or combining even-money bets with number coverage. Arbitrage or volatility-based staking to extract near-riskless value, and qualifying with a high stake before cutting the average stake materially to grind wagering, are treated the same way.

Progression systems and deferred rounds

Staking or betting progression systems used during a promotion to minimise the risk of loss, recover losses or make break-even or profit materially more likely while converting Bonus Funds are not allowed. That covers Martingale, Fibonacci, Labouchere, also known as Laboucherre, anti-Martingale, also called reverse Martingale or Paroli, and any similar recognised system. Nor may you park real-money value in an unfinished round to complete it later with a different wallet or Bonus Funds, or time your play to realise preserved value against the game rules.

Accounts, payments and errors

Automating play or decisions to progress wagering in any product, hedging, mirroring or moving value across linked accounts, and using related contingency combinations to meet wagering where they are not expressly permitted all count as bonus abuse. So do multi-accounting or identity or location circumvention to gain extra offers, using third-party payment methods to trigger or realise promotion value, voucher resale, chargeback or payment abuse linked to a promotion, and exploiting an error or promotion configuration fault.

How we check for bonus abuse

When we suspect bonus abuse, we assess gameplay, transaction and device data, error logs, supplier and integrity reports and related telemetry. We suspend Promotion features while we review and tell you the outcome where lawful and proportionate.

Outcomes of misuse

If you breach promotion terms or abuse a bonus, we will apply one or more outcomes. We may withhold or remove Bonus Funds, credits and benefits, void winnings from the abuse or breach, apply the zero-net-deposit rule for the breach period, restrict, suspend or close your account, exclude you from future promotions, set off recoverable promotion value against your balance and report suspected fraud or financial crime to the relevant authorities. We will not withhold cash stakes or cash winnings from genuine play that is not connected to the misuse.

Set-off and corrections

Set-off means we may set any positive balance on your account against amounts you owe us under our terms. If a promotion, price or data feed is configured or shown in error, we void the affected elements or settle at the correct terms that should have applied, and we tell you about the correction.

Deposits

The minimum deposit is £5. Company cards, credit cards, including credit used through a payment intermediary or e-wallet, cryptocurrency and prepaid credit cards are prohibited, and so are third-party payment methods. If we find that a prohibited or third-party method has been used, we confiscate any winnings beyond a zero net deposit position. If your account is at a net loss, only the remaining balance comes back to you and deposits already wagered and lost are not refunded.

Withdrawals

The minimum withdrawal is £10, and a withdrawal below £10 must be requested from Customer Services via live chat. No minimum applies when you close your account, and a closing balance under £10 is released through our normal payout routing, subject to checks. Where possible, we pay withdrawals to your last used deposit method. If you no longer have access to that method and can show it, for example because the bank account has closed, or if our payment to it fails, we pay a bank account in your name, subject to checks. If the last method was a third-party or otherwise prohibited one, any refundable amount goes only to a bank account in that third party's name, after checks and confirmation that they are the lawful recipient.

Payment details

You are responsible for giving us correct payment details, and we cannot reverse a payment sent to the wrong account because of incorrect details you provided.

Holds while we check

To meet our legal and regulatory obligations, from time to time we place a temporary hold on your balance or a withdrawal while we complete investigations or check documents we have asked you for. Sometimes a risk indicator only appears at the point of withdrawal or during later checks, and then we request the documents as soon as reasonably practicable and release funds promptly once our checks are complete and it is lawful to do so. We will not request information solely to delay a withdrawal, and we act promptly and proportionately and keep you informed where we reasonably can.

Restrictions during verification

Until our verification checks are complete and every requested document has been received, reviewed and approved, we may restrict your account by preventing access to our services, limiting deposits or stakes, placing a hold on withdrawals or disabling certain features. We tell you by email or telephone what we need, how to provide it, the type of restriction and any grace period before it takes effect, and where reasonably possible we allow you time to respond. We apply restrictions immediately and without notice where law or regulation requires it, where we reasonably suspect fraud, criminal activity or a breach of our terms, where there are safer gambling concerns or where delay would materially increase risk. If checks cannot be completed to our reasonable satisfaction, your account stays restricted indefinitely and may be closed, with any remaining balance handled under applicable law, which can include withholding funds.

Reasonable checks

We carry out the checks that law, regulation and our risk processes require. We void winnings where our terms are breached, whether we discover the breach before a withdrawal request or during the withdrawal process, and we prevent further deposits and withdrawals where that is needed to hold funds or restrict an account during verification.

Lawful funds

You must not deposit or use funds that are the proceeds of crime or linked to illegal or fraudulent activity. We monitor transactions and account behaviour on an ongoing, risk-based basis for money laundering, terrorist or proliferation financing, fraud, sanctions evasion and related financial crime. When activity triggers our controls, we request the information needed for due diligence and, where law or regulation requires, suspend or refuse withdrawals, deposits or wagers and hold funds until it is lawful to proceed, seeking permission from the relevant authority where required. Where the law requires or permits, we report to the relevant authorities and do not tell you if that would be unlawful or likely to prejudice an investigation.

Sanctions and frozen funds

If you are subject to applicable financial sanctions, or a transaction would make funds or economic resources available to a sanctioned person, we freeze or withhold funds, stop dealing with you and report to the relevant authority. Where the law, a court order, a regulator or law enforcement requires it, we withhold, freeze, ring-fence or return funds to the source account, and otherwise we release them promptly once that is lawful. If checks confirm the use of criminal property, or the legal position requires it, we restrict or close the account, refuse related transactions, remove promotional funds and handle any balance under applicable law. Under our Great Britain licence, suspicious activity is reported to the UK Financial Intelligence Unit at the National Crime Agency with a matching disclosure to the Gibraltar Financial Intelligence Unit, which also receives our reports under our Gibraltar licence.

Payment method limits

From time to time we publish limits and timeframes for specific payment methods, and we strive to give you 7 days notice by email of any change to them. If there is a material risk to site or payment gateway security, we make changes as soon as reasonably possible and tell you by email soon afterwards. We refuse or stop accepting a payment method if we reasonably believe it is being used in breach of our terms.

Your balance

Your account is not a banking facility, so we pay no interest on balances and offer no credit, and you need sufficient funds in your account to place a bet or play a game.

Inactive and dormant accounts

An account becomes inactive after 12 months in a row with no login or gambling activity. We do not charge inactivity fees, we contact you with instructions on regaining access, and we require re-verification before reactivation. If an account stays inactive for 24 months, we close it and return any positive balance to the last used payment method where possible and lawful. If that payment cannot be completed after reasonable efforts, we hold the funds and you can ask for payment later, once verification and legal checks are done.

Chargebacks

Chargebacks are defended by default unless our internal investigation shows that a chargeback may be lawful and appropriate, and a chargeback for services already provided is treated as attempted fraud on the same basis. Where fraud is suspected, we work with banks and, where appropriate, law enforcement. If a chargeback was raised in bad faith or to defraud, we suspend all accounts linked to you, reverse pending withdrawals not yet processed and hold balances up to the total value of the disputed chargebacks until the process is fully resolved. Before releasing anything, we assess whether our prohibited conduct rules apply, and any amount still payable is paid out under our usual withdrawal routing after further checks.

Closing your account

You can ask us to close your account at any time and for any reason, by telephone, including during a safer gambling conversation, via live chat or by emailing Support. We process closures as soon as reasonably practicable and always within 24 hours of your request. Any money left in your account at closure is returned to your last used payment method, subject to standard verification and withdrawal checks and any right we have to withhold funds.

Balances when we close an account

If we close your account for reasons other than prohibited conduct, illegal activity or a requirement of law or a competent authority, we pay you any positive real-money balance at closure after our usual checks. If we reasonably determine that you engaged in prohibited conduct or illegal activity, we withhold all or part of the balance and void or recover deposits, payouts, promotions or winnings to the extent attributable to that conduct. We notify you in advance of a closure where reasonably practicable. Where advance notice would prejudice an investigation, allow a breach to continue or is prohibited by law or a competent authority, we may act without prior notice and tell you as soon as we reasonably can.

Restrictions and investigations

We restrict or suspend an account pending investigation, acting reasonably and proportionately, to comply with law, regulation, a court order or a request from a regulator or law enforcement. Other grounds include a suspected breach of our terms or sports and esports betting rules, incomplete or unsatisfied verification, affordability, source of funds or source of wealth checks, duplicate accounts, suspected account sharing, a third-party or company payment method, an identity mismatch, chargebacks or suspected payment fraud, and serious safer gambling concerns that our Safer Gambling team cannot reasonably mitigate. We also act on suspicious betting, market manipulation, integrity risk or material advantage, including confirmed access from outside the UK through a VPN, on bots, automation, location spoofing or other attempts to get round controls, abusive or threatening behaviour towards our staff, bankruptcy, insolvency, a debt relief or sequestration order or another personal insolvency process, any other breach of our eligibility rules, bonus abuse, a risk-based decision to restrict or end the account, and the need to protect the security or integrity of our services. A self-exclusion or a GamStop match alone is not grounds for permanent closure, although breaching self-exclusion or persistently trying to get round it justifies indefinite suspension.

During and after an investigation

During an investigation we restrict or suspend your account and prevent withdrawals, keeping any balance in the account until the outcome. We request information and documents, ask for your cooperation and aim to finish within a reasonable period, which delays in your replies may extend. Afterwards we either lift the restriction or suspension if the issue is resolved, or close your account if prohibited conduct occurred or another ground applies, notifying regulators, law enforcement, payment providers, integrity bodies and other relevant third parties where appropriate or required by law. We may also be required to restrict, suspend or close accounts for legal or regulatory reasons, including on the instruction of a competent authority or under our licence terms, and this may affect your access to your account.

Duplicate accounts

Duplicate accounts are suspended together while we investigate. We may keep the earliest opened or most fully verified account and close the others, or close all of them where appropriate. Promotions and benefits on duplicate accounts are removed, winnings from duplicate account activity are voided if the net deposit position is above zero, and deposits wagered and lost in good faith before detection stand. Where we reasonably suspect fraud, financial crime or serious breaches, affected transactions and balances are handled under our verification, payment, conduct, error and closure rules.

Estates

When we are told that a customer has died, we suspend the account and cancel pending promotions. Once we receive appropriate probate or letters of administration, we pay any positive balance to the estate after verification and legal checks.

When a bet counts

A sports or esports bet is valid only once we accept it, and every accepted bet receives a unique transaction ID. If you are unsure whether a bet went through, check your bet history. Our transaction records are the final record of acceptance time, in-play status and settlement when we resolve disputes.

Stake limits and partial acceptance

From time to time we limit the maximum stake on a market, restrict the maximum stake for a particular customer, remove features such as Cash Out for a customer, or refuse a transaction, to manage trading and integrity risk and meet our legal obligations. These decisions rest on our own risk assessment or that of approved third-party risk or integrity providers. If a limit or refusal applies before acceptance, the bet is not accepted and no stake is taken. We may partially accept a bet at a lower stake than requested, and any part not accepted is not placed, with its stake either not deducted or returned.

How limits work

Limits and refusals apply going forward and do not affect bets already accepted, except where voiding or adjustment is required under our error, integrity or timing rules, by law or by a competent governing body. These decisions are not open to negotiation, but they leave your right to complain or to refer an eligible dispute to ADR untouched, and we correct decisions made in error or where required by law, a regulator or a competent authority. Where reasonable, we explain a refusal, limit or feature restriction on request, unless doing so would be unlawful, prejudice fraud or integrity controls or compromise our risk management.

Prices and settlement

Settlement uses the accepted stake and price/odds at the time the bet was placed, and any potential return shown on screen is guidance only. In a multiple, if a selection becomes void or a non-runner, the bet settles on the remaining selections and the potential return adjusts. Winnings from settled bets are added to your account balance or bonus balance, as appropriate. Maximum winnings limits apply whatever the stake or apparent return, are stated in our sports and esports betting rules and override any displayed return, even after an error or malfunction. A multiple with selections from markets with different limits takes the lowest applicable limit.

Suspended markets and timing

If a market is suspended before its outcome is known, bets entered after the suspension are void and the stake for any void bets is returned, while bets accepted before the suspension stand under our terms and the market rules. A bet placed after the outcome is known, or after a participant has gained a material advantage, is void, and where the outcome is not known and no material advantage exists, bets stand. If no official off time is declared, the original scheduled start time counts as the off, and all times on our site are UK time unless stated otherwise. For in-play bets, if we reasonably suspect a bet was placed after a material event, we void it and return the stake.

Results we cannot confirm

If, for reasons outside our reasonable control, we are unable to validate the outcome of a market, for example after loss or corruption of information, all bets on that market are void. Where no official result is available but there is a clear, prevailing, settled price from reliable sources, we may settle at that price, and if no such price exists the affected bets are voided.

Cancellations

Once we accept a bet or wager you cannot cancel it, and the stake is deducted immediately on acceptance. Refunds are made only where a bet is void under our terms or where our error rules require it.

Open bets when an account closes

From the moment we process your closure request you cannot place new bets or use features such as Cash Out, unless a Cash Out request was already confirmed. Bets accepted before closure remain in force and settle under these rules and the market rules unless voided, and any amounts due are then paid through our normal routing, subject to holds, verification and financial crime checks, with balances below the minimum withdrawal released as described under Deposits and withdrawals. Promotional elements follow our promotion rules.

Open bets when we restrict an account

If we restrict wagering or Cash Out, or suspend or close your account, you cannot place new bets or use Cash Out during that time, and bets accepted beforehand stand and settle unless our error, integrity or timing rules, the law or a competent authority require them to be voided or adjusted. Where we close an account for reasons other than prohibited conduct, a breach of our terms, illegal activity or a legal or regulatory requirement, amounts due are paid after settlement through our normal routing. Where prohibited conduct or legal or regulatory grounds apply, we handle deposits, payouts, promotions and winnings in proportion to that conduct, and we withhold or freeze funds until it is lawful to proceed if the law requires. Customers who self-exclude are paid under our self-exclusion rules.

Cash Out

We offer Cash Out on selected markets as an additional service, and its availability is not guaranteed. We provide, withdraw, suspend, cap or adjust Cash Out offers to manage trading, pricing, data quality, integrity and regulatory risk, for example when a market is suspended or under investigation, after a material event, when a pricing or data error appears or when our supplier or systems cannot support it. A Cash Out request takes effect only once we confirm it, and if it is unconfirmed, or Cash Out is withdrawn or suspended before confirmation, your original bet stands on its original terms. If a confirmed Cash Out turns out to have been offered or accepted in error, we either void it and reinstate the original bet or settle at the correct Cash Out value that should have applied. We may set minimum and maximum Cash Out amounts and increments and restrict Cash Out on certain bet types or markets.

Integrity

We withhold settlement, suspend or void affected markets and return stakes where appropriate when we have reasonable evidence of an integrity issue, such as doubt about an event's integrity, manipulated prices or pools, erroneous or corrupted data feeds, irregular or unusual betting patterns, automated or robotic betting, or match fixing and related corruption. A decision by a competent governing body on any of these is treated as conclusive, and if investigation finds no unlawful or improper conduct, settlement is completed.

Service quality and issues

We work to give you a high-quality betting and gaming experience, but we cannot guarantee our services will always perform perfectly, and you use them on an as available basis. If you notice or suspect an issue, you must stop using the affected service and contact Support immediately, and we act under our conduct and closure rules where we reasonably believe an issue is being exploited.

Faults, mistakes and disruptions

A system fault is a technical process that does not work as designed and produces an unintended result, and it may only come to light when we later check settlements, outcomes, winnings or cash-outs. An Administrative or pricing mistake is one that is not purely technical, such as incorrect odds or terms or a promotion offered on the wrong basis, including palpable or obvious errors. A service disruption is a break in a transaction or game flow, such as connectivity failure, severe latency or power or device failure, that prevents normal completion.

How we put errors right

Where a system fault in our systems or in a third-party provider's software or data feeds causes a malfunction or error, we seek to void the affected and related transactions, withhold or reverse winnings attributable to the fault and ask you to repay any withdrawn sums, seeking recovery where legal and economical. Where the fault is resolved and no unfair advantage occurred, we settle in the ordinary way using reliable data sources. The same remedies apply to administrative mistakes, including obvious odds or pricing errors and promotions offered on incorrect terms. Money credited or paid because of a system fault or an administrative or pricing mistake is held by you on trust for us and must be repaid on demand. We reclaim it from your balance, including by set-off, and winnings derived from it are cancelled and reclaimed.

Equipment and data feeds

Outcomes and pricing may rely on our equipment and on third-party data feeds. If a fault in our equipment or a material error in a feed affects a market or game, we reach a fair result, which may mean voiding affected transactions and returning stakes or settling with alternative reliable data sources where appropriate. If we cannot confirm a market or game result for reasons beyond our reasonable control, for example after data loss, the affected transactions are void, with stakes returned where applicable.

Interrupted play

If connectivity or our platform is interrupted, we suspend affected sports markets until resolved and void transactions and return stakes where appropriate. In a single-decision game, once you can no longer influence the outcome the result stands, and where no outcome has yet been generated we return your stake. In a multi-stage or multi-decision game we take reasonable steps to restore it to its last known state so you can finish, and if that is not reasonably possible we void the affected play and return the stake for the unresolved part. For games with several participants we decide a fair outcome case by case, and progressive jackpot meters are restored to their pre-failure state as far as we control them, with the provider's determination applying where a third-party provider controls the progressive.

Joining us

To use our services and place any bet, wager or stake, you must first register and be accepted for an account with us. By registering you confirm that you are at least 18 and legally able to accept our terms, that you are a natural person rather than a company, and that you will use our services only for your own personal, recreational use and not on behalf of anyone else. You may hold only one open account on our site, and you must not have held an account with us or our corporate group that was restricted or closed.

What you confirm when you register

You also confirm that you live in a permitted jurisdiction listed on our site, are not self-excluded with us or through a scheme such as GamStop and are not otherwise barred from gambling, will not deposit funds from criminal or illegal activity, and will deposit only with a payment method in your own name that you are authorised to use. You accept that gambling involves a risk of loss you are responsible for and that you will keep your details current, including your name, country of residence, a valid email address and a phone number. You confirm that you are not bankrupt, insolvent or under a debt relief order, sequestration or other insolvency process, that you are not an employee of Grace Media or of any Grace Media partner, supplier or service provider, or related to a Grace Media employee, and that you are not a professional sportsperson betting in breach of the rules that bind you.

How we decide on applications

We are not obliged to accept any registration and may refuse or delay registration at our discretion, including for verification, risk assessment, affordability or regulatory reasons. We decline an application where eligibility, verification or risk checks are not satisfied and confirm that we cannot open the account, though in some cases legal, regulatory, safeguarding or security reasons stop us giving more detail. We use automated tools alongside checks by our staff when assessing applications. We close any account registered in breach of these eligibility conditions as soon as we discover it. Online gambling is illegal in some countries, and you are responsible for making sure your access and use are not prohibited where you are.

Keeping your account safe

You must keep your account, contact and payment details accurate and up to date. Tell us immediately if your personal details change, including your name, address, postcode, email address or phone number. Tell us straight away if your payment method is compromised in any way, including if it is lost or stolen or the security of an e-wallet is breached, and let us know at once if your payment card is re-issued. You are responsible for keeping your login secure and for activity on your account, so do not share your account or use another person's. You are responsible for all Transactions made through your account, and for any other activity on it where your account credentials were entered correctly, whether or not you authorised it.

Identity and age documents

We carry out checks from time to time to meet our legal and regulatory obligations, for example on your age, identity, address, location, financial circumstances and the source of the funds you deposit, together with soft credit, fraud prevention and other verification checks at points in your journey and through ongoing monitoring. We may ask for a passport, driving licence, proof of address, bank or e-wallet statements, a dated selfie to confirm liveness, documents supporting your spending, open banking access or other evidence we reasonably need, plus documents verifying any third party whose payment method has been used. For age and identity we accept unexpired photographic identification documents with a clear, legible image and details, namely a UK driving licence, UK passport, UK armed forces ID card, other valid UK government-issued identification or a passport issued outside the UK, and we may ask for more where law or our risk checks require.

Proof of address and document quality

For proof of address we accept a clear copy showing your full name and address of a government letter such as one from HM Revenue and Customs or the Department for Work and Pensions, a letterheaded NHS letter, a bank statement, a utility bill for a fixed-location service such as landline, broadband, gas, water or electricity, or a council tax bill. It must be dated within 3 months of receipt unless we specify otherwise or our staff request another reasonable date range. Every document must show all four corners and edges, identification images must be clear, photographic and unexpired, and we do not accept citizen cards. Submitting altered, synthetic, falsified or otherwise fraudulent documents is prohibited, and if we discover such an attempt at any stage, we close your account, end our relationship and report suspected fraud to law enforcement.

Electronic checks and approval times

Where lawful, we also verify your details electronically through approved providers, including credit reference agencies, fraud prevention databases, mobile network and address matching and, with your permission where required, open banking or income verification. These enquiries may leave a soft footprint that does not affect your credit score, and if they are inconclusive or indicate risk, we ask for documents to verify your identity, address or source of wealth or funds. Once you upload documents, please allow up to 3 full working days for approval, although it is often much sooner. You receive an email notification as soon as your documents are approved.

Ongoing checks

While you apply for or hold an account, and after it closes where the law permits or requires, we may carry out ongoing or enhanced verification, due diligence, source of funds, source of wealth, affordability, safer gambling, fraud prevention and financial crime checks. They can be triggered, for example, when financial thresholds are reached, your spending or behaviour changes materially, you are linked to higher-risk jurisdictions or factors, or information we hold needs updating. You agree to provide requested information or documents promptly and let us keep and use them for our ongoing monitoring.

Who helps us verify

We use third party service providers to help verify identity and age, prevent fraud and financial crime, assess risk and meet our legal obligations. We may share your personal information with banks and payment service providers, credit reference agencies, fraud prevention agencies, identity and address verification providers, open banking and income verification providers where the law permits and with your permission where required, regulators, law enforcement and public authorities where permitted or required, screening providers, and transaction monitoring and analytics providers. These checks can happen at onboarding, throughout your use of our services, when your activity or risk profile changes and, where the law permits or requires, after closure, and some providers may create risk scores or leave a soft search on your file without affecting your credit rating. We share only what each purpose needs, processors acting for us are bound by contract to protect your information and follow our instructions, and independent controllers answer for their own use and provide their own privacy notices.

Underage gambling

You must be at least 18 years of age to open or use an account, and it is a criminal offence for anyone under 18 to gamble or for us to invite, cause or permit them to. If we discover, or have reasonable grounds to believe, that you were under 18 when you applied or placed any bet, we immediately suspend and then close the account, void all bets, wagers, games and transactions made while under 18, pay no winnings and remove any unused bonus funds or promotional credits. We return the total of your own deposits made for that gambling, minus anything already withdrawn, so you are not left out of pocket but make no net gain, and we notify the gambling regulator and, where required, law enforcement and our payment providers.

Where you can play from

We run geolocation and access checks where law, regulation or our risk processes require, using device, network and connection information and verification without a VPN. Customers on our Great Britain licence may use a VPN only when accessing our services from within Great Britain and only if it does not stop us verifying their location, and if we detect one we ask you to log in without it to confirm you are in Great Britain. Under our Gibraltar licence a VPN is allowed only from a jurisdiction where gambling is lawful under that licence, on the same verification terms. Failing to log in without a VPN when asked, or using a VPN or other workaround to reach our services from outside Great Britain or a permitted jurisdiction, as shown by our logs or geolocation partners, breaches our terms and leads to account closure, which we handle proportionately and notify where lawful.

Location breaches

For a location breach we keep any winnings above a zero net deposit position, calculated from the start of the breach until it ends, and if you were in a losing position over that period you get back only what remains in your balance, with no refund of deposits wagered and lost during the breach. The breach ends at the earlier of a member of our staff suspending your account or your first successful non-VPN login from Great Britain or a permitted jurisdiction, and we apply these outcomes fairly and transparently in line with consumer law and our licences.

Prohibited conduct

You must use our services only for lawful gambling. Prohibited conduct includes fraud, use of bots or automation, exploiting errors or malfunctions, systematic arbitrage or matched betting treated as non-recreational use, collusion, syndicate or coordinated betting under common control, chip dumping or moving value between accounts, multi-accounting, trying to get round self-exclusion, GamStop or location controls, using unauthorised or insider information, and any security circumvention or technical workaround to bypass product or market restrictions.

Fair play in every product

We welcome genuine play and prohibit cheating, collusion, tools or methods that create an unfair advantage and tactics that get round our game rules or undermine product integrity. Across every product, automation, collusion, tampering, exploiting bugs, malfunctions, latency or stream delay, playing on once you knew or should have known of an error, multiple accounts and value transfer, restricted tools, tables, markets or locations, security circumvention and insider information lead to investigation and possible restriction, voided winnings or closure. We do not withhold stakes or winnings from honest play that has nothing to do with a breach.

Casino and slot conduct

At casino tables and live-dealer games we treat as prohibited staking both sides of the same or linked rounds, such as player and banker in baccarat or red and black, odd and even or high and low in roulette. The same goes for roulette patterns built to neutralise variance, such as covering every dozen, every column or 35 or more numbers, arbitrage or volatility-based staking to lock in near-riskless value, reserving value in an unfinished round to complete later with another wallet or promotional credit, and auto-clickers or similar tools. On slots and instant-win games, deliberately leaving rounds incomplete or exploiting carry-over value, auto-clickers and volatility-switching patterns built to harvest preserved value at minimal risk are prohibited.

Sports conduct

In sports and in-play betting we prohibit insider or trackside timing advantages, including unauthorised live data, bets placed once an outcome is reasonably knowable through latency or feed delay, syndicated or coordinated betting that gets round market or account limits, and directly opposite bets on one of our markets to get round integrity tools. Related contingency bets are prohibited too, meaning combined outcomes where one makes another materially more likely and that are not offered as an approved same-event or same-game multiple. A related contingency accepted in error is void, a winning settlement is adjusted to void, and a losing one has its stake returned. If we identify systematic arbitrage or matched betting involving our platform, we restrict or close the account, but we do not void correctly accepted and fairly settled bets just because you hedged with another operator, unless another breach applies.

Other conduct we do not allow

Also prohibited are giving incorrect or misleading information at registration or later, including to avoid GamStop identification or self-exclusion, betting where your employment contract, a sport governing body or the law forbids it, and selling, transferring or trading accounts. So are letting anyone else, including a minor, use your account, playing under the influence of alcohol, drugs or anything that impairs your judgement, depositing or withdrawing without genuine play or wagering, including circulating funds for non-gambling purposes, tampering with or reverse-engineering our services, and any commercial use such as scraping our data or exploiting results, odds or betting figures.

Investigations and consequences

We assess conduct using gameplay and transaction data, telemetry, device and network information, error logs and market or supplier reports, and where we see a risk of repeat breaches we suspend activity while we look into it, telling you the outcome where lawful and proportionate. For prohibited conduct we void winnings derived from it, confiscate winnings beyond the zero net deposit point for the period of the breach without refunding deposits wagered and lost in that time, close the account and report suspected fraud or criminal conduct as applicable. Play and winnings we are satisfied are unconnected to the breach are not withheld.

Gross deposit limits

Gross Deposit Limits let you set daily, weekly or monthly caps on the gross amount you deposit, and withdrawals do not reduce the amount counted. Daily limits reset at 00:00 UTC each day, weekly limits at 00:00 UTC each Monday and monthly limits at 00:00 UTC on the first day of each month, and where more than one applies the most restrictive one counts. We may also apply a gross deposit limit ourselves where we reasonably consider it appropriate for safer gambling, regulatory or compliance purposes, and we tell you when we do and why.

Loss limits

Loss Limits cap what you can lose from cash gambling over a rolling 24-hour, 7-day or 30-day period. Your position is your cash stakes in the period minus cash winnings or returns, including Free Bet and Free Spin winnings paid as cash, with Cash Out and void sports bet returns counting as cash returns and bonus funds left out. Activity already inside the rolling period counts when you first set a limit, and so does a winning position, which means that when winnings exceed stakes you may lose more than the stated limit before reaching it. The limit is reached when your net cash loss in the period hits the amount you set. We may set a loss limit on your account for safer gambling, regulatory or compliance reasons, and we will explain why.

Loss limits we set

Sometimes we apply an operator-set loss limit on a zero-point basis. Activity before the moment it was applied is then left out, and during the first period your loss is counted only from that moment, after which the normal rolling basis applies. We tell you when we do this, why, and how the limit will work on your account, and an operator-set loss limit can only be removed or made less restrictive where we decide that is appropriate.

Changing your limits

If you raise or remove a gross deposit or loss limit you set, the change waits for a cooling-off period of at least 24 hours, after which you must take positive action to confirm it before it applies. A stricter limit takes effect as soon as we register it. Net deposit limits, which counted deposits after withdrawals, have been retired. Each confirmed net deposit limit was replaced by a matching loss limit for the same amount and period, pending change requests were not carried into it, and the retirement does not remove any gross deposit or loss limit on your account.

Breaks and reminders

A time-out, also called a cool off, places a temporary block on your account for any period from 24 hours up to 30 days. Reality checks give you on-screen reminders of the time you have spent playing. We also prompt you to review your Account and transaction history. Regulation requires us to do this once every 6 months, and you can make these checks more frequent by choosing 1, 3 or 6-monthly reminders.

Self-exclusion

Self-exclusion is a formal way to restrict your gambling for a set period. You can self-exclude with us for six months or for one, two, three, four or five years, and you can also register with GamStop, which blocks access to participating GB-licensed gambling sites. Ask for self-exclusion via live chat or by emailing Support, and we action it as soon as reasonably practicable and in every case within 24 hours. During the exclusion your account is closed across every site in our network and you cannot use our services. Any positive cash balance is returned to you, and positive returns from bets placed before the exclusion began are honoured and then paid out, unless law or a competent authority requires us to withhold funds. Once a self-exclusion has taken effect, neither you nor we can cancel it.

Returning after self-exclusion

When your self-exclusion period ends, your account stays excluded for a further 7 years unless you contact Support to ask for reinstatement. We then complete identity verification, a safer gambling assessment, a return-from-self-exclusion call by telephone, any outstanding due diligence or document requests and any other checks that regulation, law or our risk processes require. Once those checks are completed to our satisfaction and a mandatory 24-hour cooling-off period from the end of that call has passed, you confirm by email or live chat that you still want to return, and we reactivate your account. You have up to 30 days from the call to finish, after which the process starts again.

Leaving GamStop

We cannot lift or shorten a GamStop exclusion. You must contact GamStop, when eligible under its rules, to request removal, and your account stays blocked until GamStop confirms removal and we complete any required checks. We confirm GamStop status by sending your personal identifiers to GamStop and relying on its matching rules and response, as operators have no direct access to its database.

Self-exclusion breaches

If a breach of self-exclusion happens through operator error, we refund net deposits made during the breach period and void any winnings from it. If you got round a self-exclusion, for example by changing personal details, using details different from those registered with GamStop or using someone else's details later linked to you, deposits and wagers made and lost in good faith up to discovery stand, winnings from the breach are void if your account is in a winning position, and net deposits are refunded only where operator error is confirmed. We may notify regulators where required, we take all reasonable steps to stop marketing to self-excluded customers and to prevent them opening new accounts, and any handling of funds also follows our verification and financial crime obligations.

Age and support

You must be 18 years of age or older to gamble on our site. We monitor customer activity to identify harm or potential harm, and we interact with you, apply tools or restrict your account where our safer gambling duties, our internal policies and the Gambling Commission's remote customer interaction code require it.

Our operator

Our casino is operated by Grace Media (Gibraltar) Limited, registered in Gibraltar under company number 120628 with its registered office at Sovereign Place, 117 Main Street, Gibraltar, GX11 1AA. We are licensed and regulated to operate in Great Britain by the Gambling Commission of Great Britain under licence number 57869, and under the same licence we also supply the gambling software platform that powers our casino.

Customer funds

We hold customer funds in bank accounts separate from our corporate funds. Under the Gambling Commission's customer funds insolvency ratings system, our own assessment rates this arrangement as not protected, with segregation of customer funds, and this classification is ours alone and is not approved by the Gambling Commission in any way. Not protected means that if we became insolvent, customer funds would form part of the business's assets and may not be returned.

Live chat

Live chat is available 24/7, 365 days of the year.

Email

You can email our team at any time at [email protected].

SMS

Our support agents can also be reached by SMS on +447441370642.

FAQs

Our FAQs answer the questions our players ask most often.

Making a complaint

A complaint is any expression of dissatisfaction with our services, including a dispute about the outcome of a gambling transaction, a settlement, an account action, a payment or a promotion. We accept complaints from the account holder or an authorised representative, and where someone acts for you we ask for a signed document confirming their authority. We will ask you for relevant details such as dates, bet or transaction references and any screenshots or documents.

Response times

We acknowledge your complaint within 5 working days and send a final response within 15 working days of acknowledgement. If a case is complex or delayed by factors outside our control, we update you with reasons and a revised timetable, and in every case our final response arrives within 8 weeks of receiving your complaint.

Independent dispute resolution

If your complaint is unresolved after 8 weeks, or you remain unhappy with our final response, you can refer the dispute free of charge to eCOGRA, our approved ADR provider, within 12 months of our final response. ADR covers disputes about gambling transactions and related outcomes, including settlement, payments and promotions, but not service complaints unconnected to a gambling transaction or purely regulatory matters. Its decision binds us but not you, and it does not affect your statutory rights. We cooperate with ADR and, where the law permits, share the case file and relevant records.

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