We are always happy to answer questions from players and visitors through our dedicated multi-lingual customer service centre. To help provide more information as quickly as possible, we've collected some of the most frequently asked questions and offer the answers online.

Please select the category for a list of questions, then choose your question. If your question is not listed or you need additional information, please let us know what you need by contacting our Player Support team through email or online forms. We're always happy to serve you!

Questions Regarding Sign-Up Bonus Offer

1. How do I get the matching sign-up bonus?

   As a new player, you can receive up to a $100 bonus in addition to your first deposit. To get the bonus, simply make a deposit through any method we offer. Follow these easy steps:

   1. Register with the Casino to open an Account. On the Casino Floor, click the red Join button and follow the instructions to register.

   2. Login. Use your username and password to login to your Casino Account.

   3. Make a deposit. Click the blue Buy Chips button, select a payment method and follow the instructions to complete your deposit.

   That's all there is to it. As we credit your account with your first real money deposit, we'll match 100% of up to $100 of your deposit in bonus chips to your account.




2. What are the terms of your Bonus offer?

   Our bonus is offered in good faith to eligible players. Certain restrictions for eligibility apply. Click here for details.

1. What is the Verification Code?

   The Verification Code is an important safety feature designed to protect your credit card account. It is a 3-digit number that provides a cryptographic check of the information embossed on the card that helps us validate that it is you, the legitimate cardholder in possession of the actual card, who is making this online purchase.




2. Where can I find the Verification Code?

   The Verification Code is located on the back of your credit card (the reverse side with your signature). Look for a series of numbers printed in the signature strip (the box where you signed your card). You may see either your entire credit card number, or just the last four digits of your card number preceded by several dots. To the right of the last four digits of your card number is a group of three digits. These three digits are your Verification Code. Use this image as a reference to help you find your code.




3. How does the Verification Code protect me?

   The Verification Code is not encoded into the magnetic strip on your card, so the it is not picked up by card readers. The Verification Code is not part of your credit card account number, so it does not show up on any sales receipt or billing statement. Therefore, you must have the card in your possession to see and use the code. Since we validate the code with your bank, only you can use your card at our site.




4. Is it safe for me to provide my Verification Code on your form?

   Absolutely! We treat your Verification Code with the same stringent security protocols as passwords and other vital account information. Thus it is encrypted when you enter it and we never actually see it. We securely transmit the encrypted code directly to your bank for validation of your deposit.




5. What if I can't read part of the Verification Code?

   Some cards may have smudged or illegible Verification Codes where the printing wears away from heavy use. If you can’t read your code, try another card with a legible code or contact your bank and ask them to provide the code to you. If they can't tell you what the code is, they will reissue your card with a new, legible Verification Code.




6. What if my card doesn't have a Verification Code?

   That's okay. Some banks don't print a Verification Code on their cards. If your card doesn't have a code, simply select the checkbox for "No Verification Code on my card" and complete the rest of the form.




7. Will my Verification Code ever change?

   Yes. Each time your bank issues you a new card, they will print a different Verification Code on your card. For example, when your existing card reaches it's expiration date, or if the magnetic strip stops working so you request a replacement, you’ll get a new card with the same account number but a different Verification Code. When that happens, be sure to click Modify Card on the Buy Chips with Credit Card page to update the Verification Code.

1. I am from the USA, can I play in your casino?

   While online gaming is perfectly legal in many jurisdictions around the world, we do not accept U.S. players for real-money gaming. However, U.S. visitors are welcome to download and play our Casino games for free. All Real-Money Casino Games are void where prohibited by law. Learn More




2. What are my odds of winning at the Casino?

   Our independently certified games use standard Las Vegas rules and odds. The odds of winning vary depending on which games you play and on the type of bets you make within each game. Our official rules section discusses the payout odds for the different types of bets within each game. Learn More




3. How do I know I can trust you?

   We started building our reputation for trust in 1997. Over the years we have become the world's largest, longest-running and most popular International casino online. Our success and growth is directly attributed to the relationship between ourselves and you, our players. Because "reputation is everything" to us, we work hard every day to earn and maintain your trust. Learn More




4. I have a question about the rules for one of your games.

   While playing any of our games, you can easily open a window to read about the rules for that game. Simply click the Help/Info button on the lower right of the control panel, and you'll see a selection for Official Rules. Or, you can go to the Official Game Rules section of our website to see the rules for all games. Learn More

1. How do I know the transactions are secure?

   It is absolutely safe to purchase chips through us because our approach to security goes far beyond simply protecting credit card numbers. We have full-time security officers who are completely focused on maintaining the highest levels of Transmission Security, Financial Security and Data Security in our systems. Learn More




2. Which payment methods may I use to purchase chips?

   You can use the following methods to deposit funds into your Casino Account:

   * Credit/Debit Cards
   * 1-PAY
   * Bank Transfer
   * NETeller
   * EcoCard
   * Moneybookers

   Simply click on the Buy Chips button in the lower right-hand corner of the Casino Floor or in any Casino Game and select your preferred payment method. Every transaction through any of these methods is safe, private, and secure. Using a credit card or e-wallet (like NETeller) is the fastest way to receive your chips and any promotional bonus chips to which you are entitled. If you purchase chips through Bank Transfer, we'll give you additional bonus chips to cover bank fees.




3. How do I withdraw money ("cash-out") from my Casino Account?

   Simply click the Cash-Out button in the lower right-hand corner of the Casino Floor or within any casino game. On the screen that appears, we'll show you how much of your Account Balance is available for cash-out. Enter the amount you wish to cash-out, your preferred payment method, provide your password (an additional security measure), then confirm or modify your email address and your mailing address. All deposits and withdrawals are processed at the end of each business day, and the net amount of your cash-out request will be rushed to you. Should our payout to you fail for some reason, the attempt and reason will be logged in your account page, and we will convert your cash-out back to chips.

   In an effort to help you minimize cheque cashing fees for USD cheques, they will be available in Pounds Sterling and Euros. We will use a current and competitive exchange rate in the conversion at the time of cashout.




4. How will I receive the winnings that I have cashed-out?

   We are no longer able to credit your credit card with winnings. However, we do have a variety of options available to you for cash out. If you have an existing e-wallet account (such as NETeller), you will be able to choose it as your preferred payout method. In cases where you do not have an e-wallet or debit account, we will rush your funds by express cheque to the mailing address provided. Should our payout to you fail for some reason, the attempt and reason will be logged in your account page, and we will convert your cash out back to chips.

1. How do I remove the Casino software?

   At the Start menu of your Windows desktop, select Programs, then look for the Casino folder and highlight it with your mouse. A small menu will pop out, and one of the selections will be an Uninstall link. Click on Uninstall and follow any further instructions from your operating system.

   Uninstall will remove the Casino software from your PC, and you will no longer be able to access the Casino or your account from this machine.




2. I try to login but keep getting an invalid password message.

   You may be entering the wrong password, or you may have CAPS LOCK on. Remember that your password is case sensitive. If you continue to have difficulties, please write to our Player Support Team for assistance. Be sure to indicate that you can't access your account. We'll need your Casino Account username and your email address in order to help you.

1. How do I get my own Casino Account?

   It's easy to open a secure Casino Account with us. From the Casino Floor, click the "Join" button in the lower left-hand corner. If you are playing a game, click the Login button in the lower left-hand corner and then select "New Player" when the login dialog box appears. Either method will bring you to our simple registration form.

   Just create an account username, a password and provide your email address, then click "Continue". Next you will login with the username and password you just created to validate the account. That's all there is to it. Now you can buy chips, play casino games for real money, cash out, set preferences and enjoy all the benefits of our fabulous Casino in absolute privacy with complete security.




2. I wish to close out my Casino Account.

   You can close your Casino Account at any time by writing to our Player Support Team. Please provide your Casino Account username along with your email address, and indicate that you wish to close your account. We will write back to you requesting a confirmation and asking for some validating information. Upon your reply, we will cash out any remaining balance and permanently disable your account. You will no longer have access to the account or to the information in your Transaction History section. If you wish to continue playing casino games for real money, you can simply open a new Casino Account.




3. What happens if I lose or forget my password?

   Please write to our Player Support Team for assistance. Be sure to indicate that you can't access your account. We'll need your Casino Account username and your email address in order to help you.

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