FAQs

Registration

  1. How do I open an account?

    Registering is easy and only takes a few minutes. There will be a link in the top navigation of our homepage to register or join us. Simply follow the instructions for completing our registration form. You only need to do this once.

  2. Do I need to provide ID to open an account?

    In most cases you will not need to send us anything in order to use your account. There may be times when we cannot verify the information you give us when you register and we may need you to send us one of the following forms of identification;

    A copy of your passport or driving licence
    A copy of a recent (last 3 months) utility bill
    A copy of a recent (last 3 months) bank statement

    If we do need more information from you after registration, we will contact you via email. This information is required for your own security and to comply with our Alderney gaming licence. You can send this information to us via fax, post or email. If you do not send us any requested identification, you will not be able to use your account.

  3. How old do I have to be to open an account?

    You must be over 18 years old in order to register. Any customer may be credit checked on application in order to prove their legal age. We reserve the right to request proof of age and/or identification documentation from any client. Accounts may be suspended pending clarification.

  4. Why do you have to verify me?

    We must verify all our players to protect them from fraudulent activities such as money laundering

  5. Are my personal details safe?

    We take data security very seriously and will never pass your information on to third parties. We use encryption software which means that all your personal information including credit card details are encrypted, making it impossible to be read by anyone.

  6. Can I bet in US Dollars?

    Yes. When you register an account you must select the currency you wish to use. Once an account has been generated the currency cannot be altered. We accept UK Pounds, Euros, Australian Dollars, Canadian Dollars, Japanese Yen, Singapore Dollars and US Dollars.

  7. I live outside the UK - can I still open an account?

    Yes, depending on what country you live in. It is the responsibility of each individual client to ensure that they comply with their own local, national or state laws with regard to betting before opening an account or placing a bet. The opening of accounts, the acceptance or processing of bets, and the processing of any other financial transactions will not be accepted for customers residing in Turkey, Israel, Netherlands, Hong Kong, the United States of America or its territories. Should we become aware that any such account opening or processing has mistakenly taken place, We reserve the right to close that account and void all bets immediately.

General

  1. How do I know the games are fair?

    All of the games are played in real-time with real dealers and all tables are subjected to 24 hour recording and monitoring. All dealers in the Live Casino are trained to professional casino standards and you will see the cards shuffled in front of you. There is one pit boss for every 2 casino tables; the pit bosses are also trained to casino standards, with many of them having a background in land-based casinos. The pit boss will monitor all game-play to ensure fairness at all times.

    The software and processes used have been tested by 3rd party experts and licensed by the Alderney Gambling Control Commission. For more details about the AGCC, visit www.gamblingcontrol.org

  2. What is the difference between the live casino games and the other games on the website?

    When you play on our live games, its like playing in a real casino. There are live dealers that you can chat to who deal Blackjack, Baccarat and Roulette games in real time. The games are dealt on real tables which are monitored by pit bosses and inspectors – just like a real casino.

  3. Where is the live casino located?

    The games are broadcasted in real time from a studio in Latvia.

  4. Can I visit the live casino where they deal the games?

    No. Although the live casino appears like a real casino, it is not open to the public and no real bets are accepted there

  5. Do I need to download the live casino to play?

    No. The live casino is run using the very latest web casting technology and requires no download at all - you can start playing directly from your browser.

  6. What happens if the dealer in the live casino games makes a mistake?

    In the unlikely event that the dealer makes a mistake the pit boss will be called. If the game can be continued fairly then it will do so, otherwise the game will be cancelled and all bets returned.

  7. Can I chat to the dealers and pit bosses in the live casino games?

    Yes! You can interact with the dealers and pit bosses using the chat box at the bottom left-hand corner of the game screen. Your message will appear in the top part of the game window.

  8. Can I say anything in the live casino chat window?

    The chat window is there for you to communicate with the dealers and pit bosses. They are happy to chat and answer any questions that you may have. However they will not tolerate any abuse, harassment or bad language. Players who do this will have their chat privileges suspended

  9. Can I use the live casino chat window to obtain account details?

    No, the dealers and pit bosses have no access to your account details. Should you have any queries about your account or payment details please contact our customer services team.

Technical General

  1. What software do I need to play the games?

    Our website can be accessed in all major browsers, although we strongly recommend you use the following;

    PC Users: Internet Explorer
    Macintosh Users: Safari.

    The Adobe Flash Player is a system requirement. The Flash plug-in is preinstalled in most browsers. For optimum playing performance, we recommend a connection that is equivalent or superior to a 56k modem

  2. What is a browser?

    A browser if a piece of software that interprets the content of web pages and displays it to the user. They come with range of helper applications and utilise plug-ins to handle multimedia content and file transfers.

    As with most pieces of software, browsers may be customised to suit individual preferences. Internet Explorer is the most commonly used browser as it is packaged with the Microsoft Windows operating system.

  3. What are 'cookies'?

    Cookies are small pieces of data that are stored by your browser. These data files contain information that a site uses to track the pages you’ve visited. They may also operate as identifiers and enable you to browse a site that requires a login procedure. Our site is dependent on cookies. If your browser is not accepting and storing cookies your ability to navigate our site will be impaired.

  4. What is Flash?

    Adobe Flash is vector-based animation technology. It enables delivery of low-bandwidth animations, presentations, and websites through your browser. For more information visit the Adobe Flash website

  5. The game is not loading, what can I do?

    All the games on our site require the presence of a Adobe Flash player and a stable Internet connection. If you do not have a Flash player you will be informed when the game launches. Download the Adobe Flash Player from the Adobe website