Preguntas frecuentes

11 most common questions

• Q

  What is a security check?
  A

  Security checks help us maintain a high level of security in our network. By operating under very high security standards, our network offers players a safe and secure place to play against other players who have been verified as well.

  The security check will help us determine:

  • That you are the owner of the account
  • That you are the owner of the different payment options registered
  • That you authorize deposit/cashout options to be used in your account
  • Deposit limits that you would like to set for specific payment options

  Why do I need to send so many documents?

  The amount of documents that are required will mostly depend on the number of payment options registered under your account and only in cases where the payment options are not registered under your name, you will have to provide an additional copy of the owner's passport/ID and letter/power of attorney from the owner of the payment option, giving you proper authorization to use his/her CC or eWallet, that’s why we recommend that you try to use your own payment options.
• Q

  Casino bonuses
  A

  Casino bonuses will be displayed within the games balance and will not be reflected on your account balance until you complete the wagering requirements for the specific bonus. Here’s a list of casino bonus games: www.casinoroom.com/bonusgames

  How to clear a casino bonus and how wagering requirements work

  Every time that you play one of the bonus games your bets will be counted towards the wagering requirement.

  What are wagering requirements?

  Wagering requirements mean simply that you must bet any wins you make from the bonus money or freespins a set amount of times. So if the “wagering requirement is 10x" this means you must wager your bonus amount, or freespin winnings at least 10 times.
• Q

  Reload bonuses and casino bonuses, how to get them?
  A

  We regularly run automatic freespin bonuses for the casino, and these depend on how often you visit the casino. We also offer special deposit reload bonuses. These will be sent out in form of a mail plus a notification in your news section that you’ll find under "My Account".
• Q

  My Bonus code doesn’t work
  A

  Please check bonus expiration dates, your bonus code may have expired.
  
  Note that there are claim codes and deposit codes, claim codes are codes that give you access to special promotions, by entering them in this page www.casinoroom.com/claimcode
  
  Deposit bonuses are to be entered at the time of the depositing. The reason why a deposit code would fail could be that you are not meeting the minimum deposit requirements for the bonus or that the bonus code has expired. If you experience any other issues, please contact support.
• Q

  Player Points
  A

  Every time that you play casino games for real money you will be awarded with player points. Please note that table games and some other games will not award player points. For a list of casino games that award player points please click here.
• Q

  Why can’t I deposit/cashout with a certain payment option?
  A

  Certain payment options are only available to certain markets, depending on your location. Options such as Visa, Neteller and Moneybookers are universal, quick convenient and secure.
• Q

  When will I get the money from my cashouts?
  A

  For security reasons all cashouts must go through a manual approval process before being sent, this is done for your safety. The standard processing time should usually take only one business day; however it can occasionally take longer due to excessive requests or more stringent security processes.
• Q

  How to transfer funds between poker, casino and sports betting
  A

  Using this section under your “My Account” section you are easily able to transfer funds between each of your individual wallets.

  
• Q

  Missing deposits and how to solve it
  A

  Please contact our support team, providing a proof of purchase. Any missing bank transfer will require a screenshot of the online banking page showing the transaction. If another method is being used, please provide a screenshot clearly detailing the transaction in question.
• Q

  How to play casino games for free
  A

  If you would like to try our casino games for free, you are certainly welcome to do so. You will however have to play as a visitor, that is, without logging in. Once you have signed up you will no longer be able to play for free, however you will be eligible for freespins allowing you to try the game for real money spins, without the cost.
• Q

  How do freespins work?
  A

  Should receive free spins on a selected slot machine, they will work as follows: The winnings you collect from the freespins are yours to keep, but you will have wager winnings amount 55 times. Meaning that if you win $5 this amount must be wagered 55 times on the selected slot machine in order for you to collect those winnings. Once you have wagered your bonus amount you are free to cash out, simply link a payment option to your account and you are good to go.