Frequently Asked Questions

Got a burning question? Have you forgotten your password or want to know how to make a deposit?

Browse through some of our most frequently asked questions below and see if you can find the answer you’re looking for:

If you still have a query or would prefer to speak to an expert, then contact our friendly Customer Support team, who are available 24/7! Please remember the chat option is only available for registered users. If this is not your case, you can still reach us on the phone or via email.


You may upload your documents through here while logged in. The steps are as follows:

  • Login at
  • Head to the user symbol in the top right-hand corner
  • Head to Account > Account Verification
A valid ID could be one of the following:
  • Passport
  • Driving License
  • National ID card

A valid Proof of Address could be one of the following and should be dated within the past 3 months:

  • Utility Bill
  • Credit Card or Bank Statement
  • Tax documents
  • Any other official document issued by the government like fines, court letters or unemployment benefits.

Please note documents issued by non-banking institutions such as – pay slips, one-time purchase slips, medical bills, university letters/taxes or phone bills can’t be accepted as PoA.

When your documentation is received, you will receive a confirmation email. If you haven’t received the confirmation email please check your SPAM inbox or contact support.

You can verify your account prior to making your first deposit. Please check out our Verification Policy for more information.

Account and identity verification is one of’s most important processes, allowing to ensure that customers can use our services securely, in compliance with regulatory requirements and to prevent fraudulent activity. Documents are needed in order to prove the accuracy and correctness of information supplied during registration.

To verify your account with us, we require the following: A valid ID could be one of the following:
  • Passport
  • Driving License
  • National ID card

A valid Proof of Address could be one of the following and should be dated within the past 3 months:

  • Utility Bill
  • Credit Card or Bank Statement

Copies of the credit/debit cards you have used to deposit in your account

In accordance with legal and regulatory obligations around anti-money laundering as well as a commitment to creating a safe gambling environment, all licensed operators are required to gain a full understanding of a customer’s ability to afford the gambling he is engaging in. Both the source of the funds used to use’s services (ie held in a legitimate account owned by the customer) and the source of the wealth (ie obtained via legitimate means) need to be verified through additional documentation provided by the customer, per’s guidance and discretion.

To make sure your documents are accepted please follow the guidelines of our Verification Policy and the advice, given by our Support Team.

In order to change your email address, please contact support.

You may register through this link. Just follow the instructions.

In order to change your billing address, please send a valid Proof of Address document with your new address on it (utility bill or a bank statement, dated within the last 3 months) to

Please contact our Customer Support on Live Chat to receive assistance with this process.

Please click on the profile icon, choose ‘Account’ and ‘Change Password’. Enter your temporary password, new password and confirm your new password. In case you have forgotten your password and would like to obtain a new one, please click on the ‘Forgotten your password?’ hyperlink on the login window. Once done, you will be required to fill in your registered username, date of birth and e-mail address. Click on ‘Get New Password’ and you will receive a temporary password on your registered e-mail address. In case you still experience any issues, you may choose the options below ‘Call us’, ‘Email us’ or ‘Chat now’.

In order to change your registered name, please send a valid ID such as a passport, driver’s license or national ID to

In case you have forgotten your username, please click on ‘Login’ and ‘Forgotten your password?’ hyperlink. Choose one of the options below – ‘Call us’, ‘Email Us’ or ‘Chat Now’ and one of our support representatives will assist you.

Your personal information is visible in the “My Account” section of your account. Additionally, under the General Data Protection Regulations of 2018, all customers have the right to request a file containing all the personal information that has processed or held in the name of a customer, free of charge and within 30 days of the request. In order to obtain such, please request assistance by contacting our support representatives.

Under the same regulations, you can also action your Right to be Forgotten. By doing so we’ll fully delete your details from all systems we operate. However please note that Anti-Money Laundering regulations require us to retain records of our customers for at least 5 years after the termination of the relationship. In the meantime, your personal data will be removed from all our marketing flows and will no longer be processed.

If you opted into receiving marketing communications from, you may opt out of your personal data being used to send marketing communications to you at any time by contacting customer support. You can choose to opt out from all marketing completely, or you can choose to, for example, opt out of receiving SMS messages but still receive emails. Please contact our customer support for more information and support.

You can find this by heading to ‘My Account’, scroll down to the ‘Account’ option, then click ‘Transaction History’.

CASINO.COM does accept customers from around the world, but according to legal, regulatory or other restrictions, does not accept registrations from customers the following territories: Afghanistan, Australia, Austria, Belgium, Bolivia, Bosnia-Herzegovina, Bulgaria, Burundi, Cambodia, Central African Rep, China, Congo, The Democratic Republic, Czech republic, Ecuador, Egypt, Eritrea, Ethiopia, France, Gaza Strip, Guatemala, Guinea Bissau, Haiti, Hungary, Indonesia, Iran, Iraq, Israel, Japan, Kyrgyzstan, Lao People's Democratic Republic, Liberia, Libya, Lithuania, Malaysia, Mexico, Myanmar, Netherlands, Nicaragua, Nigeria, North Korea, Pakistan, Poland, Portugal, Romania, Russia, Sierra Leone, Slovakia, Slovenia, Somalia, South Korea, South Sudan, Spain, Sudan, Syria, Tajikistan, Thailand, Turkmenistan, Uganda, Ukraine, United Kingdom, USA, Vanuatu, Venezuela, Vietnam, West Bank (Palestinian Territory, Occupied territory), Yemen.

If your account has been closed for any reason, contact our Customer Support team via email, Live Chat, or phone and they will be able to assist you in reopening the account.

There are a few reasons that you are unable to log in:

  • You're travelling in a location where online gambling hasn't be legalised yet.In this case, you will have to wait until you return home and then log in as before.
  • Your account has been suspended.Contact Customer Support to see why your account isn't working, and they will be able to assist you.
  • You're using a VPN or proxy.Turn off the VPN or proxy and reload the page. As long as you're in a location that allows online gambling, you should have no trouble logging in.
  • Your account has been closed due to inactivity.Contact Customer Support via email, Live Chat, or telephone.

Once you become VIP with you will have the opportunity to have amazing benefits such as a personal account manager, exclusive promotions, special gifts and events, faster withdrawal timeframes, higher deposit limits and VIP membership for life! For more information, check out our VIP Page.

In order to contact our customer support live chat, please log in to your account, and click on the chat box next to your profile icon. has a dedicated Customer Support team who is available 24/7. They can be reached via email, Live Chat, or telephone.

In order to send us a screenshot, please click on the chat box, reach us on live chat and once connected to a support representative, use the paperclip icon next to the text field.

Your registered username at cannot be changed under any circumstances. Once the account has been created, your username will remain as initially entered on sign up.

To qualify as a VIP you need to have accumulated 20,000 loyalty points and deposited a minimum of €2,200/$3,000. To qualify as a VIP Elite you need to have accumulated 50,000 loyalty points and deposited a minimum of €17,600/$24,000. Although sometimes this depends on the market you are based, please check with our Support team if you have any questions.

You can set your new deposit limits from the Cashier and they will be applied after 24 hours cooling off period.

You can set deposit limits to your account once you open the Deposit Limits tab in the Cashier and select the amount and the period you wish to set the limits for.

The deposit limits set on the account can be removed after a 24 hours period after you contact our Customer Support team.

In order for you to set an access control feature on your account, please contact customer support and they will assist you in placing the access control on your account.

Payment Withdrawals

There are no fees on withdrawals coming from our end.

In order for the card to be eligible for a withdraw, you need to make a deposit with it first.

Before we can proceed with your withdrawal request, we need to verify your account first with the required documents for verification.

In case you are not able to request withdrawals or there is any other restriction applied on your account, you should have received an email in that regards. If not, please contact our Customer Support team for further assistance.

Most of the MasterCard cards allow withdrawals. If you find any issues when requesting your withdrawal with MasterCard, please contact our Customer Support team, available 24/7 via email, Live Chat, or telephone.

We are not able to process a withdrawal to account held by a different person than the account holder.

Standard processing time for a withdrawal is up to 3 business days.

You can cancel a withdrawal as long as the money is still in your casino account. In order to cancel your pending withdrawal, you need to open the Pending withdrawal tab in Cashier, select the withdrawal and click on "Cancel".

Please logout from your account and clear cache and cookies of your browser.

The minimum amount which you can withdraw is $/€10 if you use a bank card. Other methods may require higher minimum amounts.

Kindly note that all withdrawals are subject to an external timeframe, determined by the payment method you've chosen upon requesting the withdrawal. Further information can be found here.

Bear in mind that transactions from appear as Onisac.

Kindly note that does not take fees for your transactions but all winnings are subject to taxes based on local laws.

Kindly note that this button will reverse your withdrawal, returning your funds to the Casino balance.

You can request a withdrawal for an amount of your liking, and it will be processed in accordance with our Withdrawal and Verification policies.

You can request a withdrawal by entering the Cashier, clicking on withdraw, select a method of your liking, which you've deposited through, and submit your payment details.

Deposit Payments

We accept NZD, USD, and EUR among others.

The Cashier is our deposit page. Here you will be able to choose a payment method and make your deposit, or request a withdrawal. The easiest way to get to the Cashier is by clicking the ‘Deposit’ button which can be found on every page.

The minimum deposit amount is NZD10.

Yes, you can register and use a variety of deposit options, which can be located under Cashier.

Please contact our Customer Support on Live Chat to receive assistance with this process.

Bear in mind that transactions from appear as Onisac.

Please click the Deposit button, in the upper right corner of the screen, which will take you to the Cashier, enabling you to make a deposit.

Unfortunately, not. We do not accept American-issued cards.

An additional security measure, set in place by your bank, in order to further assure the safety of your payment details. You may contact your bank for further assistance on the matter.

It sometimes takes longer for the payment provider to finalize the transaction. You may contact them directly for further details regarding the status of the deposit.

There are a few reasons why a credit or debit card transfer wasn't completed.

  • Failed 3D Secure verification.
  • The card must be connected with a financial institution in the same country that you are registering for your account.
  • Any US credit card will be declined.
  • The deposit caused you to go over your monthly limit.
  • You didn't have enough money in the account to complete the deposit with the debit card.
  • If none of these reasons apply, please check with your credit card company to see why the card was declined.

It depends on the payment method you are using. Most are instant.

Please click on the "Deposit" button in the top right corner on the home page. This action will open the Cashier, where the very first tab is named "Add Card".

It sometimes takes longer for the payment provider to finalize the transaction. You may contact them directly for further details regarding the status of the deposit.

We accept a wide range of payment methods, including:
  • Bank Transfers
  • Credit Card
  • Debit Card
  • E-wallet
  • Pre-paid Cards

The actual vendors that we work with vary by region. Check out our deposit options for all the details.

It is an online service that allows an individual to make electronic transactions. You would have to create an account with the e-wallet in question (eg. Skrill) then fund it and afterwards, you may use the e-wallet to deposit in the casino.

We do accept pre-paid debit cards, as well as Paysafecard vouchers.

Unfortunately, we do not provide that specific service and it would not be possible to transfer money to other players.

Bonuses and Promotions

The sign up spins are available for new customers only. Simply create an account with us and log in. An automatic pop up message will appear asking you to accept your spins.

Promotional offers always have a button to opt-in/claim located in the promotional page/e-mail/pop up. In order to be eligible for the said promotion, you must have opted in through this button.

Your account could be reviewed for such if you contact our live chat support. However, note that these are not guaranteed, except if they are from a certain promotional offer you received from us (via e-mail, pop up, etc.).

We offer non-deposit bonuses with wagering requirements, bonus spins for slot games, golden chips for live games and cashbacks for lost deposits on certain games and for certain periods. For more information, read our bonuses page.

It is a requirement for the total amount of bets that have to be made before the winnings from a bonus can be withdrawn. Different bonuses have different wagering requirements, which are always specified in the promotion’s terms and conditions.

Some bonuses can be wagered on all games, but in most cases the wagering requirements have to be completed on the game(s) where the initial bonuses/spins were played. This is always clarified in the terms and conditions of the said bonus.

In order to be eligible for the Welcome Package you must not have previous accounts in which you have claimed the promotion. Additionally, the Welcome package is only available to players depositing via Card (Credit or Debit), Bank Transfer or Banking Methods.

The game rounds from our Welcome Package can only be used on any of the ‘Age of the Gods’ slot games.

Your account could be reviewed for such if you contact our live chat support. However, note that these are not guaranteed, except in they are from a certain promotional offer you received from us (via e-mail, pop up, etc.).

Promotional bonus offers always have a button to opt-in/claim located in the promotional e-mail/pop up. If the bonus doesn’t get credited after clicking this button, please contact our live chat support for immediate assistance.

Make sure to contact our live chat before depositing to check for the best available reload bonus offers you can claim with your deposit at the said time.

If you have accepted the spins, simply go to one of the ‘Age of the Gods’ slot games and you will see a ‘Free Spins’ button in one of the corners of the game window. You can play with the spins by pressing this button. More information can be found here.

You can contact us directly so we can assist you with that.

Some bonuses are non-redeemable meaning that the bonus amount itself cannot be withdrawn.

There are limits of the amount you can redeem from spins. If you exceed that limit, upon completion the amount will be topped up to the max allowed.

If a bonus is “Redeemable”, then winnings can be withdrawn. Most bonuses are non-redeemable however and can’t be withdrawn.

Yes, bonuses and promotions are offered to reward regular gameplay and, in order to prevent bonus abuse, bonus funds have max stakes as well as other possible conditions. Please review promotional terms and conditions carefully. General promotional terms can be found in our general promotion T&Cs.

Casino Games

If you have active bonuses, you need to complete the wagering. If not, please clear cache and cookies for your browser and contact us for further assistance.

You need to open the game you wish and then you will find the rules in the help section. That section is location specific for different games.

You can logout, clear cache and cookies for your browser or try with a different device or browser.

A Random Number Generator (RNG) is a computer programme which randomly produces the game results. The RNG cannot be manipulated and is governed by our licensing agreement.

The RNG is thoroughly tested on an ongoing basis to make sure that our members receive the fairest possible gaming environment. Further to that, the RNG is made up of mathematical equations called algorithms. These conform to expected industry standards.

The RNG is thoroughly tested on an ongoing basis to make sure that our members receive the fairest possible gaming environment. The RNG is governed by our licensing agreement and it is specifically designed to expected industry standards.

In order to set the settings on a particular game you need to find the little gear icon (top right or bottom left corner) and adjust the settings to your preferred ones.

Client to client chat is not supported.

Your gaming history can be found in the menu of every slot you have played on.

You can adjust a bet from the onboarding menu on every game that we offer. Please note that if a bet has already been placed, you will not be able to revert it.

The Game Help tab can be found in the menu in every game in our portfolio.

In order to play online casino games you firstly need to make sure you've got internet connectivity and have created and verified a valid casino gaming account.

A progressive jackpot is generated by the bets made on the particular game. A small percentage of every bet made on the game goes towards the jackpot. For more information, please visit this page.

A payout percentage is the return ratio (Bet to Winnings) on the casino games.

The outcome of a game round depends on a random code generator, meaning that one specific ''most profitable'' game cannot be pointed out.

You simply have to log in to your casino account, pick a game of your choosing and make sure you have sufficient balance to play with.

You can choose the number of lines by clicking the '-' or '+'.

A progressive jackpot is a jackpot which increases each time the game is played and is available to win for each player that plays the progressive slot. The regular slot games do not keep a collective jackpot pool and every player bets and wins on their own. For more information, visit this page.

In case a game is available for free play, you need to be logged off of your account and the game should have a "Practice" button next to the "Real play" one.

A progressive jackpot is a jackpot (a gambling grand prize or payout) which increases each time the game is played but the jackpot is not won. When the progressive jackpot is won, the jackpot for the next play is reset to a predetermined value, and resumes increasing under the same rule. For more information, visit this page.

You can find a vast amount of Slot machines, Table games, such as Roulette, Blackjack, Baccarat, and their Live versions as well.

When you play a live casino game, you’re offered a real-life casino dealer who is available to deal the cards and interact with you. With the advanced live streaming and technical capabilities available online, live streamed online casinos with real dealers dealing real cards and using real balls feels like you’ve been transported to Vegas minus the cost of a flight and hotel.

There are a few ways to access the Live Casino.

  • Once you log in to your online casino account, you'll see a menu bar with all our different game categories, click ‘Live Casino’ to see all our Live Games.
  • If you know the name of your Live Casino game, you can type it in the search bar and open it directly.

There are Progressive jackpots that are collected throughout the whole game network and are progressively increasing and there are fixed game jackpots, which are determined on the game itself.

RTP tells you how much of all the money bet on a slot or another casino game will be paid back to players over a certain amount of time. It’s expressed in percentages and the higher the percentage, the more often you can win over a longer period of time. Every slot has its own RTP, as does every online casino based on the average value of the RTP percentages of all the casino games found in their assortment. It is important to note is that this number is a theoretical statistical calculation and can in no way be taken completely literally. What does this mean? Basically, you need to keep in mind that there will always be huge random wins—like hitting a mega jackpot—and longer streaks of losses, so the number won’t apply in these cases. Otherwise, the RTP will tell you the average estimation for the slot or game in question.

We strongly discourage use or attempt to use any martingale betting strategy or software endowed, in our view, with artificial intelligence.

Tipping the Live Dealers is by no means mandatory and should only be done at your discretion with an amount that you see fit.

Security and Privacy

We are licensed by the Gibraltar Licensing Authority and regulated by the Gibraltar Gambling Commissioner.

Player's security is our paramount concern. Robust security policies, rules, and technical measures have been implemented to safeguard all of your account. For more information, please visit our Security and Privacy page.

All of the security policies and rules implemented aim to safeguard your account and money deposited. ensures your details remain 100% secure with the use of robust security measures including a Firewall and RSA encryption.

You are allowed to open only one Player Account on the Website, and Mansion reserves the right to close all multiple Player Accounts that are open, under the same name or connected to the same person.

Yes. offers its services under a licence granted by the Gibraltar Gambling Commissioner. All registrations, transactions and wagers are concluded in the territory of Gibraltar and under the jurisdiction of Gibraltar. Please note that due to different laws in various jurisdictions, you are entirely responsible for informing yourself regarding the laws in your country regarding use of online gambling services.

You are not supposed to use any techniques designed to hide or mislead as to your IP or true location. Please refer to 7.1.17 of the T&C.

In limited circumstances. Please contact our Customer Support centre for more information.

To register an account with us, you will need to provide some personal information. Incorrect registration data would lead to disabling of the account.

All payment methods should be registered under the account holder names.

Gibraltar Gambling Commissioner is a regulatory authority. GGC ensures that licensees operate in accordance with the Gambling act. For more information, please visit:

Technical Issues

This sounds like an issue with your internet connection. If you are playing on a mobile device, you need to have at least a 3G network or a fast wifi connection.

If you're playing on a computer, try connecting it directly to your router instead of using wifi. If that doesn't work, contact your internet provider and check why your connection is slow.

Clearing the cache and cookies along with the browsing history often proves helpful too.

If the freeze occurs while you're playing a game of online Blackjack, craps, or Video Poker and you manage to unfreeze the game before your account is logged out, you will return to the same spot in your game. Once the account is logged out, the chips are returned to your account, and the game is voided.

If you're playing online slots, Roulette, or other games where you don't affect the outcome of the game, the round will finish automatically. When you log back into your account, you can check the betting history to see the outcome of that game. is available to play via web browser for all devices, meaning you don’t have to download any software if you don’t want to.

General Questions

You may play if you are at least 20 years of age, or the legal age required by the governing laws in the country where you reside, and that you are able to assume responsibility for your actions.

In order to start playing with you need to create an account first. You may use any device with internet - we are available on both mobile and PC. Once you successfully create an account and place your first deposit, you may open any game and start playing.

The "third-party cookies" are used to help personalise and enhance your experience while using They will save your language and currency preferences, website layout, recently played games and more.

We will never share cookies with third-party advertisers or sell your data without your consent.

Once the registration is complete, you will need to make a deposit before you can play for real money. The processing time will vary based on the specific payment method you're using and the amount of money being transferred.

It’s easy – simply download our app which is available in both the App Store and Google Play Store, or head over to your web browser.

If you put too many chips on the betting table, you can click on the chip to return it to your bankroll. However, once the game begins, there is no way to cancel the bet.