Game Fairness
Random Number Generator
All of our games, with the exception of Live Casino games, use a Random Number Generator (RNG) to determine the outcome of every hand or spin. The outcome cannot be influenced by any external factors, including ourselves, in any way.
Every 3 months, the leading independent and internationally approved testing agency eCOGRA conduct an audit of all bets placed on our RNG games to determine the Return To Player % (RTP).
You can find those results here.
Frequently Asked Questions
What does RTP (Return to Player) mean?
A Return to Player % indicates how much a game should pay out over a long period of plays.
If a slot has a stated RTP of 93%, you can expect this game to return 93p for every £1 wagered.
Seem like a pretty raw deal? Not in the short-term – results can swing wildly in either direction during any individual session.
How is RTP Calculated?
The RTP is calculated on the results of millions (or even billions) of game rounds.
You can work out your own RTP using this simple formula:
Wins / Wager x 100
For example, you wager £100 on a game that returned £90, so you’re £10 down overall:
90 / 100 = 0.9 x 100 – gives you an RTP of 90%.
If you wager £100 on a game that returned £110, giving you a £10 profit:
110 / 100 = 1.1 x 100 – an RTP of 110%
Simple! More information can be found here
Why Have I Won Less Than The Advertised RTP%?
The RTP isn’t the best indicator of how much you can win in a single playing session. Instead, a game’s RTP is a measure of all wagers from all players pooled together, over time.
You may have a good day on one slot, but someone else could have had a bad one – or vice versa.
The longer you play a particular game, the closer it should get to its theoretical RTP. But like we said, this is over a very long period of time - think months not minutes.
As with all gambling, if you’re starting to feel frustrated or find yourself chasing losses, consider giving yourself a break, setting deposit limits or self excluding Here .
Only ever bet with money you can afford to lose.
What does RNG mean?
RNG stands for Random Number Generator.
It’s a mathematical construct used to generate a random set of numbers which, when applied to casino, could translate to a cherry on the reels, a red on the roulette wheel, or an ace in your hand.
RNGs are just the modern application of randomness devices that have existed since ancient times such as dice, shuffled cards, a coin toss, drawing straws, etc.
They ensure the randomness and fairness of all our non-live games.
Frequency of Feature/Bonus rounds in Casino games
Almost every casino player has asked themselves this question at some point.
You might hit the bonus on your first spin one day, then play hundreds of spins the next day without the feature hitting.
This is due to the random nature of casino games, and there is no guarantee of a feature hitting over the course of a single playing session. It’s also true that previous results hold no bearing on the next spin/round, so you could hit a feature multiple times in a session.
Nobody knows when a feature will hit, but when you gamble responsibly, it’s all part of the fun.
Are Live Casino games fair?
All Live Casino games on Heart Bingo are supplied by licensed providers. The games take place in controlled environments which are regularly audited to standards approved by the regulators. This includes monitoring of all equipment used (Roulette wheels etc). Some games also use an element of RNG (deciding multiplier amounts for example) which are also tested and certified in the same way a slot game is.
Live Roulette – valid spins?
According to procedures, a valid spin is full 3 revolutions starting from the release point in the wheel rim until the point when the ball leaves the wheel rim. If the ball rattles in the wheel, but still made 3 revolutions in the wheel rim (not counting the rattling) the spin is considered as valid.
If the ball leaves the wheel rim, hits the diamond, and comes back into the wheel rim this game is not considered valid. If the dealer takes the ball and prepares to make a spin however do not make a spin for some time, this spin is deemed valid if the ball made 3 full revolutions.
Why is there a delay on Live Casino video playback?
As with any kind of online video streaming, there may be instances of interruption to the feed you are watching due to the connection.
It’s hard for us to pinpoint exactly why you might be having connection issues, but to reduce these instance we recommend that you clear your cache and cookies on whichever device you’re using on a regular basis.
I lost connection while playing. What should I do?
In most disconnection cases, you should be able to pick up where you left off by closing all your apps, clearing your device’s cache and cookies and reloading the slot game.
If your balance isn’t correct or you aren’t directed to your last round/feature before disconnecting, please don’t play any more rounds and contact us on live chat with the following information so we can look into it for you:
Game played:
Total stake:
Expected winnings from the round:
Time of spin:
If you’re disconnected while playing a Live Casino game, any bet(s) placed that had been confirmed before disconnection will be paid where applicable. Any disconnection before a bet is confirmed will not be considered placed and any stake amount will not leave your balance.
You can find more information on our terms regarding disconnections here .
Why has a Reality Check notification appeared on my account?
It’s easy to lose track of time while you’re playing, which is why we send you a pop-up reminder for every hour you spend on one game in a single session.
This is part of our commitment to Safer Gambling and in conjunction with the GB Gambling Commission.
Please note that this feature can’t be removed and is in place to help you manage your time and spend whilst enjoying our casino. (This is applicable to UK residing accounts)
You can increase the pop-up frequency to 30 minute intervals from your Safer Gambling Portal.
Documents we may require and why we may require them
We want your time with us as a customer to be as trouble free as possible but we have responsibilities under our GB Gambling Licence and other laws & regulations to make sure we know our customers.
The GB Gambling commission require us to verify your identity, please see further details here
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