Hello Casino Terms and Conditions
About these terms
On hellocasinouk.co.uk, we explain the Hello Casino terms you should understand before opening an account or playing. Read the full terms presented during registration, together with the rules for your chosen game and any promotion you use. This page summarises key conditions; it does not replace that agreement.
Hello Casino is managed by White Hat Gaming Limited, a Maltese company registered as C73232. For its gambling services in Great Britain, White Hat Gaming Limited holds Gambling Commission account 52894. These operator details refer to White Hat Gaming Limited.
Opening a casino account creates an agreement with the operator. Its terms for Great Britain also cover play on mobile devices. Gambling involves the possibility of losing the money you stake.
Who can open an account
Under the operator's account rules, you must:
- Be 18 or older, meet the applicable legal gambling age and reside in Great Britain.
- Give complete, accurate registration details and keep them current.
- Have no existing account on the same casino website and no self-exclusion on the operator's network.
- Play for yourself, using your own payment method and money obtained lawfully.
- Keep your login details confidential.
White Hat Gaming Limited may close duplicate accounts and cancel winnings associated with them. If age checks establish that a player is underage, the operator closes the account, retains the winnings and returns the deposits using a method it selects.
Identity and payment checks
White Hat Gaming Limited can check your identity, age, address and payment details at registration and later during the account relationship. It may request documents showing that you own a payment method or explaining the origin of your funds or wealth. Verification may involve external checking agencies.
Unfinished checks can restrict withdrawals. An unresolved verification problem, or failure to supply required information, can result in account suspension or closure. Use details that match your identification documents and respond to requests through the account's support channels.
Deposits, withdrawals and winnings
| Topic | Operator condition |
|---|---|
| Payment ownership | Deposit methods must be registered to you. A method belonging to someone else may be suspended while further checks take place. |
| Withdrawal checks | Verification must be completed satisfactorily, payments confirmed, and applicable withdrawal and promotion conditions met before payment is processed. |
| Where withdrawals go | The operator returns withdrawals through the method used for the deposit. |
| Payout ceiling | The operator's obligation for an individual bet or spin is capped at £250,000. Progressive jackpot winnings are excluded from this ceiling. |
| Account purpose | The gambling account is not a bank account, pays no interest and has no banking insurance protection. |
Confirm the withdrawal amount available to you with account support before requesting payment. A cash balance does not remove the operator's verification requirements.
White Hat Gaming Limited describes its customer-money arrangements as meeting the Gambling Commission's medium protection category. Customer money is separated from business funds, with arrangements for its distribution to customers if the operator becomes insolvent.
Promotions and fair play
Check the terms of each offer before taking part. Eligibility, qualifying games, wagering, reward limits and expiry periods depend on the promotion. Do not assume that a condition attached to one reward applies to another.
The operator prohibits fraud, collusion, money laundering and exploitation of software faults. Conduct covered by its prohibited-activity rules can lead to suspended or closed accounts, cancelled bets or forfeited winnings.
Inactive accounts
White Hat Gaming Limited treats an account as inactive after 12 consecutive months without deposits or betting. Where money remains, it attempts to contact the player and return the balance through the most recently used deposit method.
If inactivity continues for at least 30 days after the first notification attempt, the operator deducts £5 each month as a maintenance charge. A balance below £5 is deducted in full. The operator may close the account once no balance remains.
Errors and interrupted games
A displayed balance or game result can be wrong; the operator uses the server record to settle a discrepancy. Incorrect credits may be reversed, and winnings already withdrawn may need to be repaid.
For interrupted play, a completed outcome that you can no longer affect stands. An unfinished wager will normally have its stake returned. For games with several stages, the operator takes reasonable steps to restore the last valid position. Stop using an affected service and notify account support if you notice or suspect an error.
The operator's liability provisions include limits tied to the relevant wager and repayment of money it has misplaced. Those provisions do not remove liability that cannot legally be excluded, including liability for death or personal injury caused by its negligence.
Complaints and support
For help with hellocasinouk.co.uk, contact our support at [email protected]. Our contacts page provides the site's contact information.
For a casino account or gambling transaction complaint, White Hat Gaming Limited's procedure has three stages:
1. Raise the issue with the casino's customer support through account live chat or email, explaining what happened and when. 2. If the issue remains unresolved, it may be reviewed by a support team leader. 3. The Complaints Team can then consider the case and issue the operator's final response. Keep the case reference for further correspondence.
The operator targets resolution within 28 days, although a complex case may take up to eight weeks from receipt. An unresolved gambling dispute can be referred to eCOGRA without a referral fee. Non-gambling complaints are handled internally.
Changes
White Hat Gaming Limited's terms allow minor amendments. Material changes require notice and an opportunity to accept or reject them before further use; rejecting them means stopping use of the service. The operator's agreement is governed by the law of England and Wales, whose courts have exclusive jurisdiction over disputes. Its English-language terms take precedence over translations.