FAQ
Frequently Asked Questions
We are always happy to answer questions from players and visitors through our dedicated multi-lingual customer service centre. To help provide more information as quickly as possible, we've collected some of the most frequently asked questions and offer the answers online.
Please select the category for a list of questions, then choose your question. If your question is not listed or you need additional information, please let us know what you need by contacting our Player Support Team through email or online forms. We're always happy to serve you!
Player Support Team
Questions Regarding Sign-Up Bonus Offer
Questions Regarding Credit Card Verification Code
- What is the Verification Code?
- Where can I find the Verification Code?
- How does the Verification Code protect me?
- Is it safe for me to provide my Verification Code on your form?
- What if I can't read part of the Verification Code?
- Will my Verification Code ever change?
General Questions
- What are my odds of winning at the Casino?
- How do I know I can trust you?
- I have a question about the rules for one of your games.
Questions Regarding Financial Transactions
- How do I know the transactions are secure?
- Which payment methods may I use to purchase chips?
- How do I withdraw money ("cash-out") from my Casino Account?
- How will I receive the winnings that I have cashed-out?
Questions Regarding Technical Support
- How do I remove the Casino software?
- I try to login but keep getting an invalid password message.
- Why is my software in English even though I selected a different language?
Questions Regarding Your Casino Account
- How do I get my own Casino Account?
- How do I change my Casino Account Information?
- I wish to close out my Casino Account.
- What happens if I lose or forget my password?
- What happens if I lose or forget my login name?
- Why do I need to verify my account?
- Why is ASK-IBS requesting documents?
- Is it safe for me to send the documents requested for verification?
- I provided the documents, but I cannot access my account. Why?
- What happens if I don't want to send the documents requested?
Questions Regarding Bonus
How do I get the new user welcome bonus?
As a new player, you can receive up to a $100 bonus in addition to your first deposit. To get the bonus, simply make a deposit through any method we offer. Follow these easy steps:
- Register with the Casino to open an Account. On the Casino Floor, click the Menu button, then choose "Sign-up Now" and follow the instructions to register.
- Login. Use your login name and password to login to your Casino Account.
- Make a deposit. Click the Buy Chips button, select a payment method and follow the instructions to complete your deposit.
That's all there is to it. As we credit your account with your first real money deposit, we'll match 100% of up to $100 of your deposit in bonus chips to your account.
What are the terms of your Bonus offer?
Our bonus is offered in good faith to eligible players. Certain restrictions for eligibility apply. Click here for details.
What is the Verification Code?
The Verification Code is an important safety feature designed to protect your credit card account. It is a 3-digit number that provides a cryptographic check of the information embossed on the card that helps us validate that it is you, the legitimate cardholder in possession of the actual card, who is making this online purchase.
Where can I find the Verification Code?
The Verification Code is located on the back of your credit card (the reverse side with your signature). Look for a series of numbers printed in the signature strip (the box where you signed your card). You may see either your entire credit card number, or just the last four digits of your card number preceded by several dots. To the right of the last four digits of your card number is a group of three digits. These three digits are your Verification Code. Use this image as a reference to help you find your code.
How does the Verification Code protect me?
The Verification Code is not encoded into the magnetic strip on your card, so the it is not picked up by card readers. The Verification Code is not part of your credit card account number, so it does not show up on any sales receipt or billing statement. Therefore, you must have the card in your possession to see and use the code. Since we validate the code with your bank, only you can use your card at our site
Is it safe for me to provide my Verification Code on your form?
Absolutely! We treat your Verification Code with the same stringent security protocols as passwords and other vital account information. Thus it is encrypted when you enter it and we never actually see it. We securely transmit the encrypted code directly to your bank for validation of your deposit.
What if I can't read part of the Verification Code?
Some cards may have smudged or illegible Verification Codes where the printing wears away from heavy use. If you can't read your code, try another card with a legible code or contact your bank and ask them to provide the code to you. If they can't tell you what the code is, they will reissue your card with a new, legible Verification Code.
Will my Verification Code ever change?
Yes. Each time your bank issues you a new card, they will print a different Verification Code on your card. For example, when your existing card reaches it's expiration date, or if the magnetic strip stops working so you request a replacement, you'll get a new card with the same account number but a different Verification Code. When that happens, be sure to click Modify Card on the Buy Chips with Credit Card page to update the Verification Code.
What are my odds of winning at the Casino?
Our independently certified games use standard Las Vegas rules and odds. The odds of winning vary depending on which games you play and on the type of bets you make within each game. Our official rules section discusses the payout odds for the different types of bets within each game. Learn More
How do I know I can trust you?
We started building our reputation for trust in 1997. Over the years we have become the world's largest, longest-running and most popular International casino online. Our success and growth is directly attributed to the relationship between ourselves and you, our players. Because "reputation is everything" to us, we work hard every day to earn and maintain your trust. Learn More
I have a question about the rules for one of your games.
While playing any of our games, you can easily open a window to read about the rules for that game. Simply click the Help/Info button on the lower right of the control panel, and you'll see a selection for Official Rules. Or, you can go to the Official Game Rules section of our website to see the rules for all games.
How do I know the transactions are secure?
It is absolutely safe to purchase chips through us because our approach to security goes far beyond simply protecting credit card numbers. We have full-time security officers who are completely focused on maintaining the highest levels of Transmission Security, Financial Security and Data Security in our systems. Learn More
Which payment methods may I use to purchase chips?
You can use the following methods to deposit funds into your Casino Account:
- Credit/Debit Cards
- NETELLER
- Moneybookers
- Entropay
- Click2Pay
- Paysafecard
- DIRECTebanking
Simply click on the Buy Chips button and select your preferred payment method. Every transaction through any of these methods is safe, private, and secure. Using a credit card or e-wallet (like NETELLER) is the fastest way to receive your chips and any promotional bonus chips to which you are entitled.
How do I withdraw money ("cash-out") from my Casino Account?
Simply click the Menu button and select "Cash Out." On the screen that appears, we'll show you how much of your Account Balance is available for cash-out. Enter the amount you wish to cash-out, your preferred payment method, and provide your password (an additional security measure). All deposits and withdrawals are processed at the end of each business day, and the net amount of your cash-out request will be rushed to you. Should our payout to you fail for some reason, the attempt and reason will be logged under the Transaction History section of your account, and we will convert your cash-out back to chips.
In an effort to help you minimize cheque cashing fees for USD cheques, they will be available in Pounds Sterling and Euros. We will use a current and competitive exchange rate in the conversion at the time of cashout.
How will I receive the winnings that I have cashed-out?
You may use the following methods to withdraw funds from your player account: Cheque, Visa, Moneybookers, NETELLER, and Click2Pay.
Note that the availability of certain payment methods may vary by region.
Should our payout to you fail for some reason, the attempt and reason will be logged under the Transaction History section of your account, and we will convert your cash out back to chips.
How do I remove the Casino software?
At the Start menu of your Windows desktop, select Programs, then look for the Casino folder and highlight it with your mouse. A small menu will pop out, and one of the selections will be an Uninstall link. Click on Uninstall and follow any further instructions from your operating system.
Uninstall will remove the Casino software from your PC, and you will no longer be able to access the Casino or your account from this machine.
I try to login but keep getting an invalid password message. What do I do?
You may have entered an incorrect password. Note that the password is case-sensitive. Also make sure that you are entering your username and not your screen name.
If you have forgotten your password, click on the "Forgot your password?" link from the login page. You will be directed to answer your security question and then reset your account password.
If you continue to have difficulties, please write to our Player Support Team for assistance. Be sure to indicate that you can't access your account. We'll need your Casino Account name and your email address in order to help you.
Why is my software in English even though I selected a different language?
When the decision is made to add a new language to the software product, we make the choice available immediately, even though it will take some time to develop the new language version. When that version becomes available, anyone who pre-selected it will have their software automatically updated to use the new version. In the meantime, the software will run in English. If we did not make the selection available until the new version is ready, then you would have to manually go through the language selection -> download -> install process all over again in order to use the new language. By offering pre-selection, we make it automatic and easy for you.
How do I get my own Casino Account?
It's easy to open a secure Casino Account with us. From the Casino Floor, click the "Menu" button and then select "Sign up Now".
Just create an account login name, a password, and security question answer, and provide your email address, then click "Continue". That's all there is to it. Now you can create a real money account to buy chips, play casino games for real money, cash out, set preferences and enjoy all the benefits of our fabulous Casino in absolute privacy with complete security.
How do I change my Casino Account Information?
If you would like to update your email, password, security question, or address and phone number, select "Account Preferences" from within your Casino Account. If you have moved to a different country or changed your name, please contact our Player Support Team.
I wish to close out my Casino Account.
You can close your Casino Elegance Account at any time by writing to our Player Support Team. Please provide your Casino Elegance login name along with your email address and indicate that you wish to close your Account. If you wish to permanently self-exclude from Casino Elegance, please state this in your email and we will not re-open your Casino Elegance Account nor will we open a new Casino Elegance Account for you in the future. Please see our Responsible Gambling statement and Terms and Conditions for more details. By closing your Account, you will no longer have access to the Account or to the information in your Transaction History section. If you decide that you wish to continue playing Casino Elegance games for real money, you can simply open a new Casino Elegance Account, unless you have stated to us that you wish to be permanently excluded from Casino Elegance.
What happens if I lose or forget my password?
If you have forgotten your password, click on the "Forgot your password?" link from the login page. You will be directed to answer your security question and then reset your account password.
If you continue to have difficulties, please write to our Player Support Team for assistance. Be sure to indicate that you can't access your account. We'll need your Casino Account login name and your email address in order to help you.
What happens if I lose or forget my login name?
If you have forgotten your login name, click on the "Forgot your login name?" link from the login page. You will be asked for your email address and your login name will be emailed to you.
If you continue to have difficulties, please write to our Player Support Team for assistance. Be sure to indicate that you can't access your account. We'll need your Casino Account name and your email address in order to help you.
Why do I need to verify my account?
We take our players' security very seriously and consider it one of our primary responsibilities. Your account was likely suspended by our Operations Department due to some unusual activity on your player account. Your funds are safe and secure. You will regain complete access to your account upon successful verification of your account.
Why is ASK-IBS requesting documents?
Internet Billing Services (IBS) is a billing services organization handling online credit card transactions for a number of Internet businesses. With security being our constant priority, we reserve the right to conduct a security review at any time to validate your identity, verify financial transactions, and further document your consent to our Terms of Agreement. To facilitate these security reviews, we ask that you provide ASK-IBS supplemental information and identifying documentation as requested.
Is it safe for me to send the documents requested for verification?
Yes, your documents will be kept confidential and managed with the utmost discretion in mind. This is for security measures and your documents will only be used to verify your account.
Please visit Internet Billing Services www.ask-ibs.com for more information.
I provided the documents, but I cannot access my account. Why?
Once you have sent all the required documents to ASK-IBS, we will forward them to our verifications department and you can expect to have a resolution within the next 48 hours. Some cases may take longer. Our team will notify you of any developments concerning the verification of your account. Your patience is greatly appreciated.
What happens if I don't want to send the documents requested?
Should you choose not to send your documents, your account and all funds and activities will remain on-hold until we receive the requested identification.
If you have not found the answer to your question or concern, contact Player Support Team.
