FAQs

REGISTRATION

WHAT ARE BONUS FUNDS?

Bonus Funds are considered to be a second account balance although, bonus funds cannot be withdrawn, they are only withdrawable once converted to cash.

HOW CAN I SPEND MY BONUS FUNDS?

Your bonus balance can be used the same way as cash on most of our games although it will be used after your cash balance. You should check the individual bonus terms to establish which games are allowed.

CAN I WITHDRAW MY BONUS BALANCE?

Each bonus will have a required ‘turnover’ meaning that you must play the deposit and bonus funds through a certain number of times prior to withdrawal. Please note that not all games count as 100% of the required turnover, specific details can be found in the individual bonus offer terms and conditions.
If you attempt to make a withdrawal from your cash balance before you have completed your bonus funds required turnover, you will forfeit the remaining bonus balance on your account.
Please note that low risk wagers, or any low risk play strategy, which we might believe not to be in line with the spirit of the promotion will not count towards the turnover requirement i.e. bets that cover either red & black or odd & even.

DO ALL BETS COUNT TOWARDS REQUIRED BONUS TURNOVER?

Not all bets placed will count 100% towards your turnover. Please refer to the bonus specific terms and conditions for full information.

WHAT IS YOUR WELCOME BONUS OFFER?

Full details of our current welcome bonus can be found here.

WHAT IS THE MINIMUM DEPOSIT TO CLAIM A BONUS?

Each bonus has its own specific terms and conditions, that advise you of the required deposit amount. To claim our welcome offer you must deposit a minimum of £10.

ARE BONUS FUNDS AVAILABLE TO PLAY WITH IMMEDIATELY?

Yes. As soon as your bonus has been credited in to your account it is available for you to play with although your cash balance will always be used before your bonus balance.

HOW MUCH DO I HAVE TO PLAY TO RELEASE THE BONUS?

Each bonus will have its own required ‘turnover’, meaning that you must play the deposit and bonus funds through a certain number of times prior to withdrawal. i.e. if you receive a £10 bonus that has a turnover requirement of 40 times you must wager £400 prior to requesting a withdrawal (£10×40=£400). Please note that not all games count as 100% of the required turnover, specific details can be found in the bonus offer terms and conditions.

HOW LONG IS MY BONUS VALID FOR?

Please refer to the bonus specific and general terms and conditions for full information, as validity periods may vary.

BONUSES

HOW DO I KNOW WHETHER THE GAMES ARE FAIR?

Our table and slots games use a Random Number Generator (RNG), which randomly generates results. The randomness is closely and regularly monitored in-house by Nektan (Gibraltar) Ltd. experts and has been certified externally by a leading industry independent testing company. NMI is a reputable, internationally recognised, Accredited Testing Facility.

WHY CAN’T MY GAME CONNECT?

Some devices require a java application, to locate this go to your device settings and look for java connections. At this point you should ensure that your java application is enabled. If you are unable to locate these or solve this issue, then please contact your network operator and ask them to help you with the setting up the mobile internet connection for Java applications.
You should also make sure that your location services are switched on. Because this is a UK based service, we will need to ensure that you are accessing our games from within the UK.
In some cases issues can be resolved by simply clearing your mobile devices cache. Your device will store details of sites that you visit and this information can build up so that it causes slow browsing or it can store out of date information. Due to the number of devices available we are unable to provide a step by step guide of how to do this. Please refer to your mobile devices operation manual for specific instructions on how to clear your cache, you can usually find this within the settings menu on most devices.
If your problem persists after clearing your cache, then please contact Customer Support. It would assist us greatly if you provide us with the following: Your phone type, network provider and the game you are trying to access.

HOW DO I REMOVE ADULT CONTENT BLOCKING FOR MOBILE PHONES?

You may need to verify that you are over the age of 18 with your network operator, which can mean registering your credit card details with them. A contact number for each network operator can be found below.

 

Vodafone:
You can unblock your phone at http://www.vodafone.co.uk/contentcontrol, by calling Vodafone Customer Services or in person at any Vodafone store.

 

Vodafone UK Customer Services:
Pay Monthly: 191 (mobile phone) or 08700 700 191 (landline)
Pay as you Talk: 191 (mobile phone) or 08700 77 66 55 (landline)

 

Orange:
Pay Monthly: 150 (mobile phone) or 07973 100 150 (landline)
Pay as you Talk: 450 (mobile phone) or 07973 100 450 (landline)

 

O2:
Pay Monthly: 202 or 402 (mobile phone) or 0870 241 02 02 (landline)
Pay as you Talk: 08705678678 (mobile phone) or 0870 5 678 678 (landline)

 

T-Mobile:
Pay Monthly: 150 (mobile phone) or 08454125000 (landline)
Pay as you Talk: 150 (mobile phone) or 08454125000 (landline)

 

EE:
Pay Monthly: 150 (mobile phone) or 07953 966250 (landline)
Pay as you Talk: 150 (mobile phone) or 07953 96625 (landline)

 

Three:
Pay Monthly: 333 (mobile phone) or 0843 3733333 (landline)
Pay as you Talk: 333 (mobile phone) or 0843 3733333 (landline)

 

Virgin Mobile:
Pay Monthly: 789 (mobile phone) or 0845 6000789 (landline)
Pay as you Talk: 789 (mobile phone) or 0845 6000789 (landline)

WHAT MOBILE DATA COSTS WILL I HAVE TO PAY?

The games are free to download but you may be charged a small amount by your network operator depending on your mobile service package. For many customers data is included in their package and does not incur additional costs. Each bet you place will only use a very small amount of data. We recommend that you check with your network operator if you are unsure of your data package or allowance.

WHERE CAN I FIND MY RESULTS?

You can also see a history of your games by visiting ‘your account’ area in the lobby. Here you will see a graphical representation of your last ten games along with a complete history of your transactions?

HOW DO I CLAIM MY WINNINGS?

Every time you win, your prize will automatically be credited into your account balance. You can withdraw this balance at any time so long as it is £10 or greater, and you have not made another withdrawal in the past 24 hours.

ACCOUNT

WHAT SHOULD I DO IF MY MOBILE DEVICE IS LOST OR STOLEN?

We recommend you report this to your service provider IMMEDIATELY and then contact us as soon as possible so we can secure your account.

HOW DO I DEPOSIT MONEY IN TO MY ACCOUNT?

Once logged in, select the DEPOSIT option from the menu on the right side of the lobby. Select your preferred Payment Option, you will be asked to fill in the details for your required payment method, enter the amount you wish to deposit, and simply follow the instructions. Once completed the amount deposited will immediately show on your account and you can use it to play right away. All deposit options used MUST be in the name of the registered player and all transactions are made in GBP.

ARE MY PAYMENTS SAFE?

Yes. We meet requirements set out by Visa, MasterCard and all major Ewallet providers including voucher based payment providers, ensuring that your financial information is safe and secure at all times. Furthermore all card transactions are processed by a global leader in online payments, providing a robust and secure payments system.
Your funds are held in a separate bank account to our company funds and we are not allowed by regulation to borrow money against it or put it at risk in any way.

DOES IT COST ANYTHING TO MAKE A DEPOSIT?

No. We don’t not charge you to make a deposit; the whole amount that you deposit with us will be added to your account. However we cannot be responsible for any charges that your bank or payment provider may levy.

HOW MUCH CAN I DEPOSIT?

The minimum amount you can deposit in to your account is £10. You are also able to set your own limits of how much you can deposit each day. The maximum amount that can be deposited in a 24 hour period is depends on your chosen payment option.

 

Option Min Deposit Max Deposit Min Withdrawal Max Withdrawal
Ukash £10.00 £200 per voucher £10.00 £200 per voucher
Skrill 1 Tap £10.00 £10,000 per day £10.00 £10,000 per day
Debit/Credit £10.00 £2,500 per day £10.00 £2,500 per day

WHAT IF MY DEPOSIT FAILS?

If you are having difficulties in depositing, please confirm that the details you have provided are accurate and that you have the required funds available in your account. Our Customer Support team may be able to provide you with more details regarding your failed deposit; however in such cases we recommend that you either contact your bank or alternatively select a different payment method.

HOW DO I USE UKASH?

Find the nearest location that sells Ukash vouchers
Ask for a Ukash voucher: £15, £30, £50, £75, £100, £200
Get your 19-digit code
Use the code to credit your casino account, by accessing our cashier
Your code is valid for 12 months
Always Check the Ukash Terms and Conditions

HOW DO I USE SKRILL 1 TAP?

Register a Skrill account at https://www.skrill.com/en/
Deposit funds in to your skill account.
Login to your casino account and select the cashier.
You will see skrill 1 tap as a payment option, select this and the amount to deposit.
Your casino account balance will be updated instantly.
We recommend that you always check the Skrill terms and conditions.

HOW CAN I WITHDRAW MY MONEY?

You can make one withdrawal per 24 hours, when using debit or credit cards. For users of Ukash this is £200 per voucher, and for skill 1 tap this is unlimited.
To make a withdrawal simply go to the menu on your account, click on transactions, and then the withdraw icon, insert your password and the amount that you wish to withdraw.
The minimum amount you can withdraw is £10, over that it is entirely up to you to decide how much to withdraw. When you make a withdrawal the money will immediately be deducted from your account balance. Please note that all withdrawals will be checked prior to processing and these checks can take up to 72 hours. In some instances our payments and fraud team may require additional time, or you may be required to provide identity verification documentation prior to the withdrawal, if this is the case you will be informed via email as soon as possible.
Transactions made using debit or credit cards can take up to 3-5 working days to clear with your card provider.

HOW DO I CHANGE THE PAYMENT METHOD ON MY ACCOUNT?

In order to change your payment method, please go to deposit section on the right side of the lobby and then select other payment options if you encounter any difficulties please contact the Customer Support team.

 

Note that the AML rules state that depositing must be withdrawn to the same payment options.

IS MY INFORMATION KEPT CONFIDENTIAL?

All your information will be handled confidentially and will not be given or sold to any third party unless we are legally obliged or we have your express permission.

CAN I OPEN MORE THAN ONE ACCOUNT?

No. As your account contains personal and financial information relating to you, we only allow one account per person, because of this we do not allow sharing of an account with anyone else. We also reserve the right to immediately terminate multiple accounts if we believe they are being operated by the same person.

GAMES

HOW DO I REGISTER?

It’s so easy to join! From the main lobby click on ‘Log In logo’ and then on the “join now” button from here you should simply follow the on screen prompts.

DO I NEED TO PROVIDE ID WHEN OPENING AN ACCOUNT?

We use the latest technology to perform necessary security and age verification checks – this means that in the vast majority of cases, we’re able to automatically verify your details. In the event that we’re unable to do this, we may ask you to provide relevant documentation to satisfy regulatory or legal requirements. These items can include, but are not limited to, passport, driving licence and utility bills. We may also need to ask for additional documents at a later date.

IS YOUR SITE SECURE?

Your personal information is kept secure at all times. Your password is not visible to anyone including internal staff and should not be disclosed. If you feel that your information has been compromised please change your password and let Customer Support know as soon as possible.
We follow industry-wide best practice to keep your account safe by using the strictest processes to ensure that your details are stored securely and we have implemented strict data protection and storage policies as set down by and regulated by the Government of Gibraltar. These policies also meet UK and EU standards.

WHAT IF I LOSE OR FORGET MY PIN?

When you register an account we will send you a security PIN, to enable us to authenticate you for security reasons, if you forget or lose this PIN before authenticating your new account, then please contact us for a replacement PIN. You will not be able to access your account unless the authentication process has been completed.

WHY CAN’T I LOGIN?

You should ensure that you are entering the correct login details, should you enter these details incorrectly three times your account will be locked as a security precaution, in this case you will be required to contact us. In all cases please take a note of any messages you are receiving and contact our Customer Support team who will be able to assist you.

WHAT IF I HAVE FORGOTTEN MY PASSWORD OR USERNAME?

If you have forgotten your password or username please contact Customer Support and we will then take you through a simple but secure authentication process, before your details are re-issued.