Account

Q: How do I sign up at {{{siteName}}}?

A: To sign up, click "Sign Up!" at the top left of the homepage. This will open a short sign-up form for you to fill in.

Q: I am still waiting to receive a verification email after completing the sign-up form - how do I solve this issue?

A: If you still need to receive verification. You can contact our support team, who will verify your account manually if the problem persists.

Q: I need help opening an account. What shall I do?

A: Make sure that you have not registered an account. If in doubt, type the email address you think you might have used to register and click the reset password link. 

If you are still waiting to receive a forgotten password email, contact one of our support agents to investigate why you cannot register an account with {{{siteName}}}.

Q: How do I unsubscribe from receiving promotional emails and texts?

To unsubscribe from communications, go to "My Account" and click "Preferences," then untick the boxes next to email or sms and click save. Alternatively, you can unsubscribe directly from our promotional emails or sms by clicking on the unsubscribe link.

Q: How do I close my account?

A: If you want to take a break and temporarily deactivate your account, you can do so by taking a time-out. After logging in, this option is located in the "Responsible Gaming" section of {{{siteUrl}}}. Here you will find the opportunity to pause your account for the time you deem fit. If you want to close your account for extended periods, contact our support team through {{{supportEmailAddress}}} or our Live Chat.

Q: I asked a question on live Chat, but I'm left waiting for feedback.

A: At certain times of the day, many players seek assistance from one of our support agents. Consequently, feedback might take time to deliver. However, our support service runs 24/7, 365 days a year, and be sure that you will get feedback as soon as possible.

Payments

Q: How can I deposit money into my account?

A: To deposit funds, log in to the website and select the "Deposit" option on the left-hand side. Then, choose your preferred payment method and follow the instructions.

Q: What is the process for making a withdrawal?

A: When logged in, click on your profile icon on the left-hand side of the webpage. You will then be required to specify the amount of money you want to withdraw from your account and by which preferred payment method.

Q: Which forms of payment methods do you accept for the deposit?

A: The deposit methods you can use vary depending on your location. We offer a range of cards, e-wallets, and even cryptocurrencies. To view all the deposit methods available to you, please click here.

Q: Which forms of withdrawal are available to me?

A: The type of withdrawal options available to you depends on where you live. We provide various cards, digital wallets, and even cryptocurrency services. To see the complete list, check this page.

Q: Why didn't my deposit go through?

A: Ensure that each field is accurately filled. Be sure you are utilizing the payment methods accepted in your area. For example, failures to deposit money are often caused by an issue with the bank. Be sure you have enough funds in the payment method you selected and that all related security verifications are passed. If you need help, feel free to contact our help desk.

Q: I deposited money, but the amount needs to be visible in my account. How is this possible?

A: Check if any money has been taken from your bank account, and let us know if it has. Most issues can be resolved without providing any evidence of payment. However, we may occasionally need proof of payment to look into the problem with the payment processor.

Q: Are there any charges for depositing or withdrawing money at {{{siteName}}}?

A: We charge no fees on deposits or withdrawals.

Q: Why am I unable to withdraw money from my account?

A: Are you requesting more funds than you have in your account? Do you have any bonus funds that still need to be wagered and, therefore, cannot be withdrawn? Did you refresh the page and clear the cache?

If the issue continues, please don't hesitate to contact us, and we will assist you.

Q: When will I get the funds from my withdrawal?

A: The time it takes to process your withdrawal request is based on your chosen payment method. For example, if you are using a card, it can take 1-5 business days to be approved and sent, while e-wallets are processed immediately after being confirmed by our payments team.

Q: Is there a maximum amount I can deposit?

A: There is no limit on how much money you can deposit daily, weekly, or monthly. However, certain payment providers might impose a daily deposit limit threshold which is out of our control. If you encounter any issues, don't hesitate to contact one of our support agents to investigate any potential problems further.

Bonuses

Q: What must I do to receive the welcome bonus after signing up?

A: The welcome bonus is automatically issued to your account as soon as you successfully register an account at {{{siteName}}}. You can see your eligible bonus details in the cashier section, accessible by clicking the deposit now button or on the promotions page. Claim the bonus by ticking the box next to it in the cashier or click the claim now button on the relevant promotions page and proceed to deposit. After you successfully deposit, the bonus will be automatically added to your wallet.

Q: How will I know if I'm eligible for free spins?

A: After you log in to {{{siteName}}}, go to your profile on the top left of the homepage, click on the bonus section, and there you will see if any free spins are credited to your account. 

Q: Do all games count towards the wagering requirements?

A: Games can have different contributions to wagering requirements. Some may contribute nothing at all, while others may contribute fully. All the games that do not contribute towards wagering can be viewed on our bonus terms page here.

Q: How often do I need to wager my bonus before I can cash out?

A: You need to wager your bonus funds 50 times before being able to withdraw it. This wagering contribution is standard and varies depending on your loyalty level. For more information, visit our loyaly programme page or check our bonus terms page for all details related to wagering requirements for our ten different loyalty levels.

Responsible Gaming

Q: Can I limit how much I can play, spend and lose on {{{siteName}}}?

A: Our responsible gambling department takes our players' needs and safety seriously. That's why we provide multiple tools to help them manage their gaming experiences – such as time-out limits and other restrictions. Please let us know if you feel we should develop additional tools to help you control your gambling. 

To limit your gambling, head to our Limits page to set your Deposit Limits for either one week or a month. Or, if you need a quick break from gaming, take a 24-hour, 7-day time-out, or even self-exclude permanently. If you wish assistance from one of our support agents with these responsible gaming options, contact us via email at {{{supportEmailAddress}}} or our 24/7 Live Chat.

Q: Can I adjust my gaming limits if need be?

A: If you wish to adjust your limits, you can do so easily. However, increasing your limits will require a 24-hour grace period for the changes to take effect, while decreasing them is immediate.

Q: If I self-exclude my account, what will happen to the funds in my account?

A: If you have cash funds remaining in your account after self-exclusion, it's best to contact our support team for assistance on the next steps. They'll be happy to provide advice on how to move forward.

Q: Is it possible to reverse a self-exclusion?

A: If you'd like to end your self-exclusion period, contact our support team, and they'll be able to help. Please note that there will be a 24-hour grace period before your account is reactivated.

Q: If I self-exclude, will my pending withdrawal still be processed?

A: If you have a pending withdrawal before your self-excluding, it will be processed as usual.

Q: Can I open another account and start playing again if I'm self-excluded?

A: No, if you have self-excluded from an account, you cannot open and use another version.

Technical Issues

Q: Are games taking forever to load? 

A: Let's look at why your game(s) might lag and figure out how to get you back in action.

Ensure that your internet connection is running optimally and free of any issues. Check that you stay within your bandwidth by running fewer programs in the background. Keep your browser up to date with the most current version for maximum performance and security.

Q: My game got stuck in the middle of a round. What happens now?

A: No need to be alarmed! You will not lose progress or money if your game gets stuck. Your data will remain intact, and the game will resume right where you left off. So rest assured that your gaming experience will always be safe and uninterrupted.

Q: One of the games I'm trying to play needs to launch. How can I fix it?

A: This issue could be due to a lost connection to the server. First, refresh the game or restart your browser for a quick fix. If that doesn't work, check your internet connection and ensure everything runs smoothly. Then, get back in the game with just a few easy steps!

Q. I claimed a bonus before I made a deposit, but the funds still need to be credited. What should I do?

A: If this rare issue happens, contact one of our support agents in live Chat, and after verifying your eligibility, they will manually credit funds directly to your account.

Q: I received a promotional email saying that I was credited free spins on my favorite game, but when I logged in to play them, they weren't available.

A: In such a case, contact one of our customer support agents, who can credit your due spins instantly.

Security, License, Legal

Q: Can I trust {{{siteName}}} with my money?

A: Absolutely! Your funds are safe with {{{siteName}}}. We use the latest security measures to ensure your money is secure and protected. But, of course, being Curacao license holders obliges us to follow regulations and ensure that player funds are safe and accounted for.

Furthermore, our site is SSL encrypted, giving you the utmost confidence in the security of your data.

Q: In which jurisdiction is {{{siteName}}} licensed?

A: We hold a gaming license from Curacao.

Q: What is the approximate time needed to check my submitted documents?

A: We will do our best to get your documents processed promptly, yet please bear in mind that your records need, at most, 72 hours to be thoroughly checked by our agents.

Q: How will I know if my documents have been successfully accepted?

A: Our support team will send you a confirmation email that your submitted documents have been successfully verified.

Q: I suspect that someone has excessed my account without my knowledge. What should I do?

A: If you think your account has been breached, it is essential to reach out to our support team right away, and we can help you fix the issue.

Q: Do you disclose my information to any other companies?

A: We may be required by law, regulation, or other legal authority or warrant to disclose your personal information. Additionally, we might also share your data with a regulatory or law enforcement agency if it is deemed necessary for the protection of the Company, its customers, or any third party. Check our Privacy Policy for more detailed information.