Frequently Asked Questions (FAQs)

Got a query? Want to know all about our Withdrawal Policy, or how our bonuses work? Check out some of our most frequently asked questions below to see if we’ve answered yours.

If you still need to get in touch with us, our friendly Customer Support team are available 24/7 via Live Chat, phone or email: support@casino.com

1. GETTING STARTED

Can I play at Casino.com?

You need to be over 18 years old and agree to our Terms and Conditions to play at Casino.com.

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. For a full list of banned countries, please see our Terms and Conditions.

How do I start playing at Casino.com?

It’s easy – just click here to create an account, then make a deposit to take advantage of one of our Welcome Offers.

With a choice of over 600 games, we know you’ll find something you’ll love.

How do I download Casino.com?

You can download Casino.com straight to your phone, tablet or computer.

Visit the App Store or Google Play Store and search ‘Casino.com’ to download and play on the go.

If playing at home is more your thing, you can download our free computer software by contacting Customer Support.

The process is quick and easy and will be available from your computer's ‘Start’ menu and/or desktop once complete.

How do I uninstall the online casino software?

Instructions to remove software from your computer will vary slightly depending on your operating system.

To uninstall the casino software on a Windows operating system, open the ‘Start’ menu then click ‘Control Panel’. Choose ‘Add’ or ‘Remove Programs’ and find the program you want to uninstall. Select our casino software and click the ‘Remove’ button.

How do I make a deposit?

Log in with your username and password, then go to the Cashier and select your desired deposit method and amount.

How do I make a withdrawal?

Once your account has been approved and verified, you can withdraw any winnings through our Cashier. Click here for our full Withdrawal Policy.

I've forgotten my username and password. What should I do?

Don’t worry, it happens, you can reset your password here, or email: 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 (RNG) that yields a pay-out 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 cards 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. Head over to any Live Casino game, then click on the ‘Chat’ button and type away.

How do I access my casino game history?

Simply go into the game you wish to check, click on the menu button in the bottom right hand corner of the screen and select ‘History’.

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 Blackjack, Roulette, Craps, and Baccarat, you need to right-click your mouse on your chips to remove them. Roulette has a Clear Bet button which will remove all your bets from the table, whereas 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 casino lobby to access details of your past wagers.

5. CASINO.COM SPORTS

When will my bet be settled?

We strive to settle bets as quickly as possible, but please note that in order to ensure fair settlement we have to wait for the official match/race report, which might take some time. If you feel it takes too long for a bet to be settled, please contact us.

How can I cancel a bet?

Once a bet is confirmed as placed, it cannot be cancelled or modified. However, in some cases you might be able to cash it out.

What is Cash Out?

The Cash Out option, where available, gives you the opportunity to settle an active bet before the event(s) is over. You can Cash Out a bet entirely, or partially, leaving the reminder of your stake to run its course. Cash Out is available on Pre-Match and In-Play single and multiple bets across a variety of sports.

Why is there no option to Cash Out my bet?

Cash Out option availability depends on multiple factors, and we provide no guarantee it will be available at all times for a specific market or customer. Any changes in the price or market during a game may result in a new Cash Out offer or the suspension/removal of the Cash Out facility.

Why did I get less winnings from my bet than I was supposed to?

A possible reason is that one of the selections in a combo bet has been voided or cancelled according to our Betting Rules. If it's a horse racing bet, it's possible that Rule 4 deductions have been applied after one or more horses have been withdrawn from the race. For more detailed information, please check our Betting Rules page.

6. PROMOTIONS, CASINOS BONUSES AND LOYALTY

What is wagering?

Wagering is when you bet money on any of our online casino games. We also 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 (5x) the amount, then you must wager (bet) at least $/£/€50 before you can withdraw your winnings.

How can I receive casino bonuses from Casino.com?

The best way to receive bonuses from Casino.com is to subscribe to our promotional emails and then keep a look out in your inbox. You can then enjoy a variety special offers and promotions delivered straight to you!

What can I expect as a Casino.com VIP?

Some of the exclusive benefits of a Casino.com VIP include: special VIP-only promotions, bigger bonuses, hospitality opportunities around top sporting events, and direct contact with your own Account Manager. To find out more about our VIP Scheme, click here.

7. CASHIER

How do I deposit and what are my deposit options?

Simply log in and head over to 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 Live Chat facility to receive assistance from our Customer Support team. For full details of our withdrawal policy and processing timeframes, please click here.

8. TECHNICAL

What happens if my internet connection is cut off during a game?

The average download time is approximately 2 minutes with cable or ADSL connections, or 8 minutes with standard 56Kbs modem.

If you were playing Blackjack, 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 or 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 minimum requirements are:

  • 1,6GHz CPU Dual Core
  • 1GB of RAM or higher
  • 16MB Video Card (1280x800 or higher resolution, 16-bit color)
  • At least 3GB of free space on the hard drive
  • Microsoft Windows XP SP2 or newer
  • Network Bandwidth of 512Kbit/s (for Live Games)
  • Flash Player 11.3 or newer installed into Internet Explorer

The recommended requirements are:

  • 2.5GHz CPU or higher
  • 2GB of RAM or higher
  • At least 3GB of free disk space
  • 2GB ATI Radeon HD 3300
  • Microsoft Windows 7 32Bit
  • Network Bandwidth of 750Kbit/s (for Live Games)
  • Latest version of Flash Player installed into Internet Explorer

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Our friendly Customer Service team are available to help with your password reset day and night, all year round.

We're just a call away, so contact us via one of the numbers below!

- Freephone - 0800 9012 483

- International Number - +350 200 44793

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