Frequently Asked Questions (FAQs)

Here are some of the most common questions about playing at our online casino Casino.com. If your query is not answered here, please contact customer support. Click here to email us.

  •  1.Getting Started
    Can I play at Casino.com? To play at the Casino.com real money casino you need to be at least 18 years old and agree to the Casino.com terms and conditions. Although Casino.com is accessible anywhere in the world, this does not necessarily mean that you are allowed to gamble with us. Many countries have their own rules for online casino gaming and it is important that you adhere to their rules. We do not accept American players.
    How do I start playing at Casino.com? Firstly, download our free software. This enables online casino games of much higher quality and speed to be stored on your pc, which can then be played on your web browser.
    How do I download the software? You can download the free casino software by clicking here. The process is quick and simple and only required once. After downloading is complete, Casino.com is available from your computer's Start menu and/or desktop.
    How do I make a deposit in the online casino? Download the Casino.com software, open a casino Real Money account, and log in once your username and password details are received. Go to the cashier and select your desired deposit method and amount.
    The minimum deposit at Casino.com is $15.
    How do I make a withdrawal? Click here for our full withdrawal policy.
    I've forgotten my username and password. What should I do? To retrieve your online casino password, send an email to support@casino.com with the following information:
    • Your first and last name
    • Your date of birth
    • The first line of the address you have registered to your Casino.com account
    • The method you have used to deposit into your Casino.com account. For example, credit card type and the last 4 digits of the card
  •  2.Protecting you first
    How does Casino.com make sure its online casino games are fair? We use a sophisticated random number generator that yields a payout percentage (the percentage of total wins out of total bets) for all our online casino games. This means you can be certain that our casino games meet industry standard fairness regulations.
    How does Casino.com protect my privacy? Casino.com ensures your details remain 100% secure with the use of robust security measures including a Firewall and RSA encryption. In fact, using your credit card at Casino.com is safer than using it at your local department store.
    What is the Random Number Generator (RNG) and how does it protect me? A Random Number Generator (RNG) is a computer programme which randomly produces the online casino game results. It produces the outcome of each card deal and every dice roll, without any unrealistic duplication (such as two of the same card dealt at the same time). These results cannot be predicted, are completely random and the results cannot be manipulated. This means you always get fair results.
  •  3.Casino Settings and Game Options
    How can I customise my online casino game settings? Log in to the online casino, and select 'Options'. You will find a range of choices which you can customise to improve and personalise your playing experience. These include visual, audio and game settings.
    How do I chat with other online casino players? It's easy! Make sure you are in the casino game you want to play, on either multi-player or private-group tables. Then click on the Chat button and type and click again on the Chat button to send your message.
    How do I access my casino game history? Simply go into the online casino game you wish to check, click on the menu button in the bottom right hand corner of the screen and select "History". You can then check all your details.
    What is a multiplayer table? A multiplayer table is what you select if you want to play with other members online. A private group table is what to choose to play alongside your friends without being interrupted by other online casino players. To join a private group table, you must type in its name. If the table has not yet been created, then the system will create one so that your friends can join you.
  •  4.Online Casino Games Rules and Help
    Where can I find casino game rules and instructions? The rules to all online casino games are located in the Help section of the online Casino software. Here you will find out how to play the game and how the software functions.
    How can I remove or change my bets? In games such as casino Blackjack, Roulette, Craps, and Baccarat, you need to right-click your mouse on your chips to remove them. Casino Roulette has a Clear Bet button which will remove all your bets from the table. Casino Slots and Video Poker have a Cash Out button which will return the coins from the machine to your balance. If other coins remain in the machine, don't worry - they will be credited to your balance when you exit from the online casino game.
    Where is the Game Help? Click on the help button in the online casino lobby for all game instructions. You can even use the help feature when playing.
    How do I view all wagers I've made? Click on the Game History section in the online casino lobby to access details of your past wagers.
  •  5.Promotions, Casinos Bonuses and Loyalty
    What is wagering?

    Wagering is the name given to when you bet money on our online casino games. We use the term wagering requirements in most of our casino bonuses and promotions.

    How this works: If you received a $10 bonus and the wagering requirement on that casino bonus is five times (x 5) the amount, then you must wager (bet) at least $50 before you can withdraw your winnings. It's that easy.

    How can I receive free online casino bonuses from Casino.com? The best way to receive bonuses from Casino.com is to subscribe to our promotional emails and check your emails regularly. You can then enjoy a variety of weekend, mid week, and monthly special offers.
    What can I expect as an Online Casino VIP? Some of the things you may be eligible for include casino VIP invite only promotions, Deposit Match Bonuses, hospitality opportunities around top sporting events and direct contact with our online Casino VIP Manager. All accounts are monitored on a weekly basis to ensure you get the best possible service.
  •  6.Cashier
    How do I deposit and what are my deposit options? Download then launch the Casino.com software and open an online casino Real Money account. Log in and click on the Cashier tab. You will see a variety of payment methods listed at the top of the page. Select the payment method you prefer and follow the easy steps to make your deposit. To view all available deposit methods, click here.
    How can I withdraw my casino winnings? Click on Withdraw in the Cashier, select the preferred withdrawal method and the amount you wish to cash out. If you have any issues, use the Chat facility to receive assistance from our member support team.
    Why is there a short wait for my withdrawal? All withdrawal requests are subject to a pending period of 96 hours. This allows our audit team to make sure you've completed the wagering requirements of any bonuses received. During this period you can cancel your withdrawal without any processing fees. The withdrawal pending period dramatically decreases as you become a higher VIP member. For full details of our withdrawal policy please click here.
  •  7.Technical
    What happens if my internet connection is cut off during a game?

    Casino.com has an integrated mechanism that protects player disconnections. If you get disconnected while in the middle of an online casino game and are unable to reconnect to the online Casino, you will simply be logged out after a certain period of inactivity.

    If you were playing Blackjack, Casino Craps, or Video Poker when the disconnection occurred and succeed in reconnecting prior to being logged out, the system will return you to the exact moment when the online casino game was interrupted.

    If you were playing a game such as Slots and Roulette, where the player does not affect the result of the game after placing his wager, proceed to the Game History section to view your game's outcome.

    What are the download specifications? The average download time is approximately 8 minutes using a standard 56Kbs modem, or 2 minutes with cable or ADSL connections. The minimum system requirements for the software are: Windows XP/2000/98/NT/95, P166MMX, 32MB RAM, 16-bit colour and 20MB free hard disk space. For the best possible results, set your monitor to high colour (16 bit) and 600x800 resolution.