Betting and Game Rules

General rules for betting and games

These rules apply to real-money games, bonus play, slots, table games, live casino games and any other betting product made available through your account. You must be 18 or over to use our services. Identity verification is completed before the first withdrawal, and we may check your age, payment method and account information before allowing play, processing transactions or releasing funds.

One account and responsible access

• You may hold and use only one personal account with us. An account must be registered in your own name and used only by you.
• Keep your login details private. You are responsible for activity carried out through your account unless you have told us promptly that your security has been compromised.
• We may suspend access where we identify duplicate accounts, inaccurate information, suspected misuse or a need for further account checks. Any resulting action will follow our account terms and applicable requirements.

Real-money and bonus-balance play

Your available balance may include real-money funds and bonus funds. The balance used for a bet or spin is determined by the game, the cashier and the applicable bonus terms. Bonus funds are not the same as withdrawable cash until all stated conditions have been met. You are responsible for checking the balance and the terms shown in your account before placing a bet.

A bet, stake or spin is final once it has been accepted by our game system. You cannot cancel, amend or withdraw it after acceptance. A displayed result, accepted bet or completed spin remains subject to these rules and the relevant game rules.

How bets and spins are settled

A bet or spin is settled using the information recorded by the game server. The result shown by the game server is final for that round, subject to the malfunction provisions below. A result shown on your device may be delayed or interrupted, but this does not change the server record.

Game rules and paytables apply

• The in-game rules, paytable, symbols, winning combinations and feature instructions shown for the game apply to every accepted bet or spin.
• The return-to-player figure is shown in each game. This is a long-term theoretical figure and does not guarantee a particular result, win, frequency or return from any individual session.
• A payout is calculated from the accepted stake, the result recorded by the server and the paytable in force for the game at that time.
• Where a game displays a balance, win amount or round status differently from the server record, the server record is used for settlement.

A round may remain pending while the game completes, the result is transmitted or a connection is restored. Do not place another bet to compensate for a missing display. If the round has been accepted, its result will be settled from the server record when the game reconnects or the account status is updated.

We may correct a clear settlement or balance error. This applies where the recorded outcome, stake or payout does not match the applicable game rules. If a correction affects your balance, we may explain the reason through your account or the contact details we hold for you.

Malfunctions, interruptions and disconnected games

A malfunction includes a software, hardware, network, communications or game-server failure. It covers any such failure that affects the operation of a game or the recording of a bet. A visible error, frozen screen or unexpected message does not by itself establish the outcome of a round.

• If a malfunction affects a game, all pays and play affected by the malfunction are void. This includes any payout, feature, bonus outcome or result that cannot be determined correctly.
• If you lose connection during a game, the game may resume from its recorded state when you reconnect.
• A disconnected game may instead settle automatically from the game server when the round has completed. You should not assume that disconnection cancels an accepted bet.
• If a technical problem prevents a reliable result, we may suspend the affected game and correct the related account entries in line with the server records and these rules.

If your screen stops responding, wait for the account or game status to update before trying the same action again. Repeatedly selecting a button or opening another session may create confusion about the display, although the server record remains the basis for settlement. Tell support about any suspected malfunction as soon as reasonably possible.

We may remove a game from service or pause play. We may also restrict access while a technical issue is being addressed. A displayed promotion or feature does not override these malfunction rules.

Bonus play and bonus funds

Bonus funds can be used only in the way described by the bonus terms shown with the offer or in your account. Those terms form part of the rules for the bonus. They may set conditions for eligibility, activation, wagering, expiry, withdrawals and the use of any related winnings.

Conditions that can affect bonus play

• A maximum bet may apply while bonus funds or bonus winnings are being used. The maximum bet includes any stake, feature purchase or similar amount identified in the bonus terms.
• Different games may make different contributions towards a bonus requirement. The game contribution shown in the bonus terms applies even where the game itself accepts the bet.
• Only the games, stakes, payment methods or account types identified in the bonus terms may qualify for a particular bonus.
• Bonus funds may expire, be removed or remain unavailable for withdrawal if the stated conditions are not completed within the applicable period.

You must read the bonus terms before opting in or using a bonus. If a bonus term conflicts with a game display, the specific bonus term normally governs the bonus activity. A breach of the bonus terms, including deliberate attempts to avoid a maximum bet or contribution rule, may result in the bonus and associated outcomes being cancelled in accordance with those terms.

Real-money play remains subject to these betting rules even when a bonus is present. Check your account balance and the bonus status before starting a new round. If you are unsure whether a game or bet qualifies, contact support before using the bonus.

Live casino and table games

Live casino games and table games operate during stated betting windows. Before placing a bet, read the rules, paytable and help information displayed at that table. The game-specific rules in each table's help section apply to the relevant game, including its accepted bets, dealing sequence, winning conditions and settlement method.

• Dealer decisions made during the game are final for the play shown, subject to the table rules, server records and the malfunction provisions.
• Bets are accepted only while the table is open for betting. A late bet is not accepted for that result and does not alter the outcome.
• If the interface indicates that a bet was accepted, the server record determines whether it formed part of the round.
• If your connection is lost, the game may resume or settle when you reconnect. A connection problem does not automatically cancel a bet that was already accepted.

The dealer, timer, table display and game interface may update at different times. Wait for the round status to settle before taking further action. If a table is paused, closed or interrupted, the result will be handled using the table's rules and the information recorded by the game server.

Do not treat a live stream, dealer comment or on-screen animation as a change to the formal result. The applicable table rules and server record determine the outcome. They also determine the payout and status of each accepted bet.

Disputes and how to contact us

If you believe a bet, spin, payout or live table result is incorrect, contact us promptly. We can then look into the relevant account and game records. Write to support@alohaslotscasino.co.uk or use the live chat on the site.

Information to include

• The name of the game or live table.
• The approximate time and date of the event.
• The round, bet or transaction reference, if one is shown in your account.
• A short explanation of what happened, including any error message or difference between the display and your account balance.

Please contact us from the email address registered to your account where possible. Do not send your password, full payment card details or other security credentials. We may ask for further information to confirm the account and locate the relevant server record.

We use the game-server record, applicable paytable, table help and these rules when assessing a betting dispute. A display delay, interrupted connection or mistaken selection does not change an accepted result. If a technical or settlement error is identified, we will take the appropriate account action under these rules.

If you remain dissatisfied after contacting support, you can follow our complaints process. That process is set out in the terms available through your account. Our support team can explain the next step and the information needed to continue the matter.