Select Page

Online Casino FAQ

Got Questions?  VegasMaster Got The Answers! We gathered the most relevant and popular Casino FAQ in one place, so both online casino beginners and veterans will be able the have all of their queries answered. We also advice to bookmark this page for future reference since it is updated on a regular basis with new rising player issues.

Casino Safety

How can I tell if an online casino is safe?

In general, online casinos are safe places to play at. Every casino licensed to operate online is required to meet several strict requirements in order to obtain a license to operate. Every country that allows gambling through online casinos has at least one regulatory agency in charge of issuing licenses and making sure that the casinos follow the laws to ensure safe and fair play.The best online casinos display seals and audited payout certifications on their sites. Look for the names eCOGRA and PriceWaterhouseCoopers to know you’re in good hands. You should also look to see where the casino is licensed. The strictest jurisdictions for licensing are Gbraltar, Australia, Alderney, Malta and Isle of Man.

 


Who is in charge of supervising and regulating online casinos?

Every country has its own rules and regulations governing gambling, and every country has a different way of making sure that regulations are enforced for casino operators.United States

Three sets of gaming regulations and federal laws govern gambling in the U.S. However, every state in the country has its own laws and regulatory agencies. You can find a list containing each State Gambling Agency website and contact information here.

United Kingdom

In the United Kingdom, the Gambling Act of 2005 brought the Gambling Commission into being. The Commission’s duty is to regulate gambling in the UK as well as the National Lottery. You can contact the Gambling Commission using the information below:

General Email: info@gamblingcommission.gov.uk

Email for Casino Operators: licensing@gamblingcommission.gov.uk

Phone: +44 121 230 6666

Fax: +44 121 230 6720

Mailing Address:

Gambling Commission
Victoria Square House
Victoria Square
Birmingham
B2 4BP

Australia

In Australia, there are two levels of gambling regulation: central government regulation and state and territory level regulation. You can find a list of Australia’s eight gaming authorities with their websites and contact information right here.


What does it mean if a casino is blacklisted?

When an online casino is blacklisted, it means that it has been found to be an unethical operation for at least one reason. The most common reasons for a casino to be blacklisted include:

  • Failure to comply with fair play standards, meaning that the game results are not random, but fixed
  • Failure to pay out legitimate winnings to players
  • Failure to pay out royalties to affiliates
  • Plagiarism, or theft of website content
  • Spamming players
  • False advertising

Before you choose a casino to play at, you should always do a quick search online to find out whether it’s on a blacklist somewhere. There are blacklists in every country for every online casino that fails to comply with industry standards. If you ever come across a casino that’s been blacklisted, do not play at it.


 

Security and Privacy

How can I tell if an online casino site is legit?

The best way to be certain that an online casino is safe is to do your research. Search online for blacklisted casinos and make sure that the one you want to use is not on that list. You can also check online for reviews about the particular casino and see what other players have to say about it.Check for Terms, Conditions and Privacy Policies

You should be able to easily find the terms and conditions along with the privacy policy on every legitimate casino’s website. Additionally, you can contact the casino’s customer service team with any questions regarding safety, fair play and security. If you have a difficult time finding such information or getting a clear and reasonable response from the casino’s customer service team, chances are that it isn’t a legitimate casino.

Check the Casino’s Software

Online casinos have to use software in order to run their games, and the software provider the casino uses will tell you a lot about the security and fairness of the casino. Microgaming, Cryptologic or Wagerlogic software is some of the most stringent software in the industry. Three of the most popular online casino software providers are IGT, NetEnt and Playtech. There are a host of other top software providers as well. These providers are listed on stock exchange systems around the world and they have excellent security that keeps the software from being manipulated from casinos who want to take advantage of users.

Username and Password Security

Another way for you to ensure your safety while playing at an online casino is to make sure you use secure usernames and passwords. Players are often compromised when they fail to understand the importance of this. Don’t use any names or passwords that would be easy for someone to guess, and don’t use the same username or password on more than one site.


When I register at an online casino, is my personal information secure?

When you register at an online casino, you must use valid personal information if you want to be able to deposit money to play and withdraw your winnings. The casino will verify this information by collecting copies of your valid IDs and proofs of address. It’s understandable that many people have doubts as to whether such important personal information is kept safe. The answer is, yes.Legitimate licensed and regulated online casinos will never share your personal information. Safety and security is as important to them as it is to you. They utilize the most up-to-date and sophisticated encryption systems on their sites along with the best software providers to be sure that any sensitive data you send them is properly transferred. This also ensures that any sensitive transactions on their part are kept secure, as they are just as vulnerable to fraud as you are if they don’t follow the best security standards and practices.


 

Deposits

How do I make a deposit?

Although there aren’t any federal laws against gambling at an online casino, for example it is illegal for banks in the United States to handle online casino transactions. This makes the process of depositing money into an online casino account much more daunting than one might think it to be at first. If your bank isn’t allowed to handle your transactions, you’re probably wondering what options are available to you.The good news is that there are a host of payment options you can use at most online casinos to make a deposit. These payment options may vary according to where you live and what types of payment methods you usually use to shop online. Rest assured that there are plenty of ways for you to transfer money into an online casino account securely and safely.

Before we get into which types of payment methods you can use, let’s go over the ones you can’t. In the United States, online payment services like PayPal, Neteller and other processors, like banks, are not legally allowed to handle online gambling transactions anymore, so you can rule those methods out.

Credit Cards

Credit cards are one of the most popular payment methods that people use to deposit money into their online casino accounts. Due to federal rules and regulations, some cards might work while others don’t. Trying a credit card is a good place to start, because if it does work, it’s the easiest way to make a deposit.

e-Checks or Instant Checks

Although banks can’t handle online casino transactions directly, some online casinos will allow you to make a deposit using your bank account number. The trick is that they make the withdrawal from your account appear as though it were a check. You should only use this payment method for deposits if the casino you’re using is an established and trusted casino.

Money Transfer or Western Union

This option is not a good one if you’re planning on depositing small amounts of money because the fees are pretty high ($20 per $100). Similarly, if you’re planning on depositing large amounts of money, this is not the best option for you. Western Union will not allow you to transfer more than $1,000 to $3,000 per month.

If you’re planning to deposit between $500 and $1,000 per month to an online casino, this may be the perfect option for you. You can use an online service called Bodog or other similar services to make the transaction and the process shouldn’t take more than 10 minutes. The advantage here is that if you deposit $500 or more, the service should waive your fees.


Where can I find my deposits on my credit card or bank statement?

When you make a deposit with your credit or debit card on the Coral mobile app site, telephone betting service, or website, the transaction will appear on your statement as ‘Cl Ltd.’ This label is the shortened form of the company name, Coral Interactive Ltd. (Gibraltar).

You may sometimes find a slightly varied name on your statement because the company works with various payment partners. However, the label should always include the name ‘Coral’ or its abbreviation, ‘Cl.’

The payment partners that the company works with are there to ensure that you do not incur the processing fees that are often charged by credit card companies and banks. The payment partners that work with Coral are able to route your transactions with the online casino in the most economical and cost effective manner possible, which is why you will sometimes find a slightly varied name or country in addition to the company name, Cl. Ltd. As long as you see Coral on your statement, you can rest assured that your payment is being processed securely and complies with the most current Industry Data Security Standards.


Why did my deposit get declined?

Online casinos do not have the ability to decline transactions. Transactions are declined by the issuer of your payment method, so you need to look into that first if your deposit was declined. The following are some of the most common reasons why a deposit is usually declined. If you’re still facing trouble after you check each of these points, contact the customer service department of your payment method issuer.First, you need to make sure that gambling transactions are allowed by the issuer of your payment method. Due to federal rules and regulations today, there are a number of banks, credit card companies and e-Wallet services who do not allow gambling transactions.

If your payment method issuer does allow transactions through online casinos, check to be sure that you have enough funds in your account to cover the deposit amount you’re attempting to make. Also, take note that if this is the first time you’ve used this payment method to make a transaction, it may have been blocked due to the first transaction being on a gambling site. In this case, you simply need to contact the issuer of your payment method.

Finally, if you are sure that your payment method issuer allows gambling transactions, you have enough funds to cover the deposit amount and this is not the first time you’ve used your payment method before, check all of the details you entered with the online casino site. You can find these details under ‘My Account’ and ‘Manage Payments.’ Remember to check the CV2 number and the expiration date if you’re using a credit card and check that all of your personal details match those that the issuer has on file for billing.


 

Withdrawals and Cashouts

How long will it take for me to receive funds from a withdrawal?

The amount of time it takes for you to receive funds after you make a withdrawal from an online casino depends on a number of factors. Withdrawal times, payment method options and verification processes vary from casino to casino. In order to receive your funds in the fastest time possible, you should be familiar with all of the casino’s rules and regulations regarding withdrawals and make sure that all of your information has been verified and is up to date.Every online casino is required to have players verify their accounts before being allowed to withdraw funds. This process usually takes some time, so in order to make it more convenient for everyone, you will be allowed to register, make deposits and begin playing before you verify your account. However, what you may have failed to realize is that your account needs to be verified before you can withdraw funds.

Depending on the casino you use, withdrawals can take anywhere from 24 hours to two weeks. The average timeframe for transfers to Visa or Mastercard is 3-5 business days, but again, this depends on a number of factors. You should always check for withdrawal information through casino support or reviews before deciding to open an account with the casino.


Where can I find my withdrawals on my bank statement?

When you make a withdrawal with your credit or debit card on the Coral mobile app site, telephone betting service, or website, the transaction will appear on your statement as ‘Cl Ltd.’ This label is the shortened form of the company name, Coral Interactive Ltd. (Gibraltar).You may sometimes find a slightly varied name on your statement because the company works with various payment partners. However, the label should always include the name ‘Coral’ or its abbreviation, ‘Cl.’

The payment partners that the company works with are there to ensure that you do not incur the processing fees that are often charged by credit card companies and banks. The payment partners that work with Coral are able to route your transactions with the online casino in the most economical and cost effective manner possible, which is why you will sometimes find a slightly varied name or country in addition to the company name, Cl. Ltd. As long as you see Coral on your statement, you can rest assured that your payment is being processed securely and complies with the most current Industry Data Security Standards.


Will I be taxed on my winnings from online gambling?

Laws concerning taxation on winnings from online gambling are different all around the world. Each country has different rules and regulations pertaining to how gambling should (or shouldn’t) be taxed, so you will want to check with the specific laws in your country regarding online gambling to be sure how they view online gambling taxation.Online Gambling Taxation in the United States

In the United States, the Internal Revenue Service doesn’t have any specific regulations set regarding taxes on winnings from online gambling. However, as a United States Citizen, you are expected to report any and all income you receive in any form, regardless of whether or not you have it in your possession, on your tax forms each year.

The general sentiment in the U.S. remains that if there aren’t any specific laws governing a part of the internet, the laws that pertain in ‘real life’ govern. Thus, the rules regarding gambling taxation are pretty simple: Keep a log of your wins and losses throughout the year, because you will be expected to report them. Winnings will be recorded as ‘Other Income’ on line 21 of your yearly tax form, while losses can be counted as an itemized deduction. This rule applies whether your money is sitting in an online casino account offshore or right in your back pocket.

Online Gambling Taxation in the United Kingdom

In the United Kingdom, tax laws are simple for players: no matter what you win or where you win it, there are no taxes on gambling winnings. Instead, the country taxes the casino operators on certain games and services. Betting tax was abolished in 2001. Today, bookmakers are expected to pay a 15% POI tax.

Online Gambling Taxation in Canada

The Canada Revenue Agency expects a person to pay taxes on gambling winnings only if they’re making a business out of gambling. That is, if the profits they earn from winnings constitute the majority of their earnings, and if their only source of income is from gambling, which they practice at to get better, then they will be taxed on their winnings.

Online Gambling Taxation in Australia and New Zealand

Gambling taxation in Australia and New Zealand is not implemented on an individual level, but on a corporate one. That means good news for gamblers in these countries – they will never be taxed on any winnings from online gambling, land-based gambling, lottery winnings, or any other form of gambling. Even if a person wins money in an off-shore casino, if they live in Australia or New Zealand and are bringing the money into the country where they live, it will not be taxed.

Online Gambling Taxation in South Africa

Online gambling is a fairly new arena for South Africa. It was banned until recently, and now players are finally allowed to enjoy playing on a number of licensed online casinos. So far, winnings from online gambling are not taxable. However, the South African Revenue Service may expect some taxes to be paid if online gambling is a business for you or if you win a large sum of money from participating in a professional tournament online.


Why am I unable to cash out?

Before you even gamble at an online casino, there are a couple of things to consider. Number one is to make sure the casino offers the withdrawal method you prefer to use. The first thing you need to know is that some online casinos offer even less payment method options for withdrawals than they do for deposits. Others will only allow you to receive funds through the same method of payment you used to deposit funds with, and they won’t allow you to cash out until your deposit balance has been cleared out. Since every online casino has their own rules regarding this, you’ll want to learn about them and choose one that works best for you before you place any bets or play any games.The second thing you need to know is that cash out is a live facility. This means that the option to cash out will not always be available to you. The ability to cash out depends on a number of factors, including the availability of live prices for every selection made within your bet. Another factor is whether a match you placed a bet on was suspended. Suspension of a match sometimes occurs close to the end of the match. The bottom line is that the availability of cash out is never guaranteed, so you should never place a bet at an online casino with your main objective being to cash out as quickly as possible.

That being said, there are some other common reasons why cash out may not be available, including:

  • Attempting to cash out just before the game or match you bet on starts, or five minutes before the event ends
  • A market suspension or price change occurring after you attempt to cash out. You can try refreshing the game if you receive a message that the market is currently suspended
  • A large accumulation of bets may cause more trouble during cash out. If you have placed bets on just a few selections, you will generally have less trouble cashing out
  • Technical issues or errors in pricing. If either of these occur, the casino is not liable and your bets will stand as usual

It’s a good idea to read the full terms and conditions of the online casino before you place any bets. Most have written in that they reserve the right to suspend or remove cash out services or amend the prices at any time.


 

Payments

How Can I change my payment method for deposits?

Changing your payment method for deposits is a simple process that you can perform from a PC or mobile device. Just follow the steps below and you’re good to go:

  1. Log into your account and look for the ‘Deposit’ button at the top of the screen
  2. Choose the option for ‘Add New Deposit Method’
  3. Find the payment method of your choice on the drop-down list and select it
  4. Enter your new payment method details – be sure to double check them to make sure everything is correct, otherwise your deposit may be declined
  5. Click the ‘Submit’ button
  6. You can also perform this process through the ‘My Account’ page or through ‘Cashier – Deposit’

If you’re changing your payment method via a mobile device, you can do so by following the steps below:

  1. Log into your account and look for the ‘Cashier’ button at the top of the page
  2. Choose the option for ‘Deposit’
  3. Find the payment method of your choice on the drop-down list and select it
  4. Enter your new payment method details – be sure to double check them to make sure everything is correct, otherwise your deposit may be declined
  5. Click the ‘Submit’ button

Why am I unable to change my payment method?

The most common reason users are unable to change their payment method is because they have a balance left on their account. You will not be able to change your existing payment method until you withdraw the existing amount in your account.Sometimes, you may have an existing amount in your account, but your payment is no longer in use, so you are unable to withdraw the balance. In this case, you will have to contact the customer support team for the online casino you’re using. A member of the team will be able to assist you in solving this issue.

If you do not have a balance remaining in your account, there might be a problem with the new payment method you’re attempting to register. In this case, follow the steps below to resolve the issue.

First, you need to make sure that gambling transactions are allowed by the issuer of your payment method. Due to federal rules and regulations today, there are a number of banks, credit card companies and e-Wallet services who do not allow gambling transactions.

If your payment method issuer does allow transactions through online casinos, check to be sure that you have enough funds in your account to cover the deposit amount you’re attempting to make. Also, take note that if this is the first time you’ve used this payment method to make a transaction, it may have been blocked due to the first transaction being on a gambling site. In this case, you simply need to contact the issuer of your payment method.

Finally, if you are sure that your payment method issuer allows gambling transactions, you have enough funds to cover the deposit amount and this is not the first time you’ve used your payment method before, check all of the details you entered with the online casino site. You can find these details under ‘My Account’ and ‘Manage Payments.’ Remember to check the CV2 number and the expiration date if you’re using a credit card and check that all of your personal details match those that the issuer has on file for billing.


 

Bonuses

What are the different bonus types available?

Pretty much every online casino in existence today offers various types of bonuses to players. Here are all the different types of bonuses you might find and what you should know before you fall for them.Sign-Up Bonus

A sign-up bonus is available from pretty much every online casino in operation today. Casinos can make their sign up bonuses anything they want them to be. Generally, they’ll offer something like a 100% bonus on your first deposit. This means that they’ll double your deposit amount, which sounds really great, but as you may have guessed, there’s a catch.

Before you can withdraw your bonus, you must deposit and wager a certain amount of your own money. This wagering requirement can amount to quite a bit of cash, such as 20 times the amount of the bonus. If you’re planning on playing at that particular casino for a while or if you’re planning on playing with larger sums of money, this bonus could work out in your favor. However, if you’re imagining that you’ll be able to play with or withdraw it right away, dream on.

No Deposit Bonus

A no deposit bonus is also offered by most online casinos for new players when they register. Like the sign up bonus, this one also comes with a similar catch. The casino will provide you with a certain amount of money to play with at no risk to you. However, this bonus is normally a much lower amount than the sign up bonus. Also, the wagering requirements when using it to play are higher, with winnings capped at a maximum amount determined by the casino.

What this means is that the no deposit bonus is actually a pretty good option if you just want to try out the casino before you play with your own money, but if you win a hefty sum while playing this way, you’ll have to kiss it goodbye.

Free Play Bonus

Free play bonuses are a pretty fun, no-strings-attached bonus to take advantage of. The free play bonus is a certain amount that the casino will give you to play with. The catch – and this can be the fun part – is that you must use that amount within one hour, playing as many games as you want, trying to win whatever you can. When your time with the bonus is up, you’ll get to keep any amount you’ve won above the original bonus amount, which can be claimed at the casino with a minimal deposit. This bonus is nice when you want to get a feel for the different games that a casino has to offer without wagering any of your own cash.

Cashable Bonus vs. Non-Cashable Bonus

A cashable bonus, otherwise known as a redeemable bonus, is any amount of bonus money you were able to keep once you meet the casino’s wagering requirements. This type of bonus is generally a smaller amount than a non-cashable bonus, but is more valuable because you can withdraw it.

Conversely, a non-cashable bonus, otherwise known as a phantom bonus is any money you get to play with from the casino that you won’t be able to withdraw. With non-cashable bonuses, the bonus money is removed from your account when you make a withdrawal and your balance is then changed to zero.

Sticky Bonus

A sticky bonus is sometimes confused with the non-cashable or phantom bonus. This type of bonus is different from a non-cashable bonus because the amount will remain in your account even after you make a withdrawal. Thus, the sticky bonus allows you to continue playing with the casinos money, giving you a chance to win more.

Reload Bonus

Some online casinos will offer players a reload bonus. This is an offer much like the welcome bonus, where you can claim a certain percentage of your deposit as a bonus. The reload bonus might be exclusive, fixed, or a regularly recurring promotion and is sometimes accompanied by another bonus offer, like free spins.

Cash Back

As an incentive to keep you playing at an online casino, the casino may offer cash back bonuses. This type of bonus may be offered as cash back on losses or cash back on total bets. These types of bonuses usually won’t be available in your account immediately. They could take up to a week to be credited. Depending on the casino, you may be able to withdraw the bonus amount as cash, but most casinos will only let you use it to keep playing.

Cash back on losses refers to the casino awarding you a percentage of the amount of money you lost during the week. The maximum amount a casino will usually give as a cash back bonus for losses is $100, and the amount you receive will depend on how much money you lost.

Cash back on total bets is not contingent on whether you win or lose money. The casino will offer cash back on whatever amount you wagered on bets during a specific period of time in a specific category of games.

Before you get lured into a particular online casino because of its amazing bonus offers, make sure you read all the fine print and the casino’s terms and conditions. Remember, if you see a bonus that sounds too good to be true, it just might actually be, so get all the details before you dive in.


How can I use a free spin?

An online casino will sometimes award you with free spins. You can use these spins to try out new games without the need to use your own money. Free spins are generally awarded for a specific slot machine. When you are awarded one, you’ll see a pop-up notification telling you that you have a free spin, or a number of free spins. You can then click and take the spin.If you win an amount of money from your free spin, the money will be used as bonus money, which will remain in your account for play until you have met your wagering requirements. Once those requirements have been met, the money you won from your free spin can be used or withdrawn as cash.

The casino can set its wagering requirements for free spins, but generally the amount is set at 25 times the bonus amount. If you take longer than 30 days to meet the wagering requirement, the bonus amount from the free spin will expire.


What are wagering requirements?

A wagering requirement is a set amount determined by the casino that you need to bet using your own deposited money before you can use any bonus money or withdraw your winnings. Many bonuses cannot be withdrawn anyway, but you can’t even play with bonus money in your account until you meet your wagering requirements.In order to determine the wagering requirement set by the online casino you’re planning to play at, you must read their terms and conditions. Each casino has different wagering requirements for different bonuses. As a general rule, you will never be able to withdraw or play with any bonus amount from the casino until you meet the casino’s wagering requirements for the bonus.


What are comp points and how can I use them?

Comp points are sometimes awarded to players at online casinos after you spend a certain amount of money. For example, some casinos might offer a certain number of comp points for every $20 used to place stakes on the games there. Then, once you reach a certain number of comp points, you will be able to redeem the points for cash. The amount of cash you will receive for the number of comp points is determined by the casino. For example, 1000 comp points might equal $1.00.You can view your current total of comp points in your ‘My Account’ page. The points will automatically get deposited there as you play with your own money. Once you have accumulated the required amount of points needed for withdrawal, you can redeem your points through PC or mobile. Simply find the ‘Comp Points’ page, log in, and choose how many comp points you want to redeem. You will see the cash in your casino account immediately.


 

Casino Games

Can I play games for free at an online casino?

Playing casino games for free is a great way to practice before you start betting with your own money. It also gives you an opportunity to get to know the casino before you decide that its one you would like to deposit your money at.Pretty much every online casino offers a wide variety of games that you can play for free on their sites. You will still be required to register an account, which means that you have to meet all of the requirements of a player who would be playing with money. You must be at least 18 years of age and have a valid proof of address and identification.

Not all games are available for free play, but you can try out many table games and slots without depositing money first.


What types of games will I find at an online casino?

Online casinos offer all of the games you would be able to find at a land based casino. Some online casinos provide a high level of real-life interactive experiences with live dealers and options to connect and play with other live players from around the world.

  • Slot machine games are available in the thousands at any online casino.
  • Video poker is available at almost every online casino, as long as the law of the country or territory where the casino is licensed and registered allows it.
  • Blackjack is a popular table game that can be found at nearly every online casino.
  • Roulette is often hailed as the King of Casino Games, and this is no different for online casinos.
  • Craps is a fun and social casino game that you can play online around the world.
  • Baccarat is another popular game of chance that you can find in any online casino.

Whether you want to hit the slots alone, get involved in a social game of strategy like poker and blackjack, or take your chances with games like roulette, craps and baccarat, you can find them all of the variations of online casino games on an online casino so that you can play from the comfort of your own home.

In addition to these games, there are plenty of casinos that offer sports betting, Keno and horse race betting.


Which casino games are most profitable? Which casino games offer the best odds for winning?

Slots are the number one most profitable game at any online casino. There are three key factors to consider when you’re measuring the profitability of a casino game:

  1. Volatility, or the standard deviation of gains from the average win
  2. Payout, which is defined by the total amount of winnings for a single player divided by how much the player has bet
  3. How many times you can play the game per hour

Judging casino games for profitability by these factors puts table games like blackjack below slots, and poker comes in last.


What is the maximum payout amount for one casino game?

This is a question you would want to research on for each online casino you check out. There is no fixed maximum payout that every online casino is required to offer, so each casino sets their own. Some casinos will offer millions of dollars as a maximum payout through progressive jackpots.The larger the maximum payout is, the more of a risk the casino operator faces. On the other hand, offering high maximum payouts are a good way to entice players to register with that casino, so more and more casinos are offering high maximum payouts for this reason.

Playtech, Microgaming and NetEnt are the three top casino software providers in the world today. They are also known to offer the largest progressive jackpot slot prizes, which have exceeded $5 million.


 

Fair Play

What does fair play mean in regards to online casinos?

Fair play is a main concern of any online casino. Because games are played using computerized dealers and spins, certain measures are taken to ensure the integrity of the games.In order to make sure that the odds of winning are fair, online casinos use a trusted Random Number Generator, or RNG. This innovative technology undergoes stringent testing that involves millions of rounds and a close examination of the results to ensure that the outcomes will comply with the relevant industry standards.

When games developed by third-party companies are offered on a casino’s site, there are a number of procedures and tests that the games must undergo to ensure adherence to the standards of the casino.

As a player, you should also have easy access to a log provided by the casino where you can record your game results with the amounts wagered, deposited and withdrawn. It’s always wise to keep your own copy at home so that you can compare to be sure every detail is right.


Where can I find a fair play seal or badge at an online casino site?

eCogra is the leading name in online casino standards. The eCogra Safe and Fair seal is the number one thing to look for when you are wondering about the integrity of any online casino. The casinos awarded with this seal have been found to operate in strict compliance with eCogra’s Generally Accepted Practice requirements, which are focused on responsible operator behavior, fair gaming and player protection.You can find the eCogra seal along with any other reputable third-party seals at the bottom of the casino’s site. There will usually be a section of the site devoted to awards and accreditations, whether it’s a part of the casino’s ‘About Us’ page or a separate page altogether.


 

Casino support

Who can I contact with a complaint or problems with my account?

The most common complaints and issues at online casinos arise due to players suspecting fixed games, missing bonuses that they expected to receive, and attempting to withdraw funds to no avail – either because the withdrawal was declined or because it’s been stuck in ‘pending’ status too long.Fixed Games

If you suspect an online casino of fixing games, send every detail you can along with records of your play to an operator at the casino. You need to prove on record any cards dealt, roulette numbers hit for more than a dozen rounds dice rolled, and anything else about the game you can think of.

Missing Bonus

With every bonus that an online casino offers, there’s a catch. If you’re wondering about a missing bonus, make sure you read over the casino’s terms and conditions regarding bonuses very carefully. If you know that something isn’t right, contact an operator at the casino who will be able to assist you further.

Declined Withdrawal

Declined withdrawals are most commonly due to the missed realization that you need to verify your account with the casino before you can withdraw any money. Check to make sure that your payment method has been verified and that your registered account has been verified by the casino. If there’s still a problem with your withdrawals, you can contact one of the casino’s customer support operators about the issue.

Operator Dispute

Sometimes, after you’ve contacted an operator about your complaint, you may find that they were unable to resolve your issue due to a difference in opinion. This could have anything to do with disagreements about a loss, ID verification, IT or customer service issues, commercial decisions and other issues, including the ones outlined above.

If you have spoken with an operator who was unable to resolve your issue, you can request the contact information of the Alternative Disputes Resolution provider, or ADR, of the casino. The ADR will investigate further into the dispute and contact you with a final decision.

Regulatory Agency Contact Information for Canadian and UK Players

If you still aren’t satisfied with the outcome of your dispute, check to see whether the casino you’re registered with is a member of the regulatory agency responsible for online gambling in your country.

In Canada, contact the IGC using the information provided below:

Write to IGC CEO Keith Furlong at keithf@igcouncil.org or call him at (732) 687-0880

Write to IGC Executive Coordinator Janet Vippola at janetv@igcouncil.org

You can also send mail to the IGC at the following address:

Interactive Gaming Council

175-2906 West Broadway

Vancouver, C.B. V6K 2G8

In the United Kingdom, contact the Gambling Commission using the information provided below:

Write an email to the Gambling Commission at info@gamblingcommission.gov.uk

Call the Gambling Commission at +44 121 230 6666

You can also send mail to the Gambling Commission at the following address:

Gambling Commission

Victoria Square House

Victoria Square, Birmingham B2 4BP


 

X