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FREQUENTLY ASKED QUESTIONS

Technical FAQ - Software Download and installation.

I still have an old (Realtime Gaming) software account, what will happen with this account?
Your Online Casino RTG casino account will remain open and you are still able to access the RTG casino software using this account. Contact the support team for any related queries or concerns.

What do I have to do in order to play at the Online Casino?
In Order to play at the Online Casino you must first download our free software. The reason why we have a download version casino is because downloading the software to your PC makes the games much quicker and more stable than playing them in your own browser, as all the casino graphics and multimedia effects are already installed on your computer, and only small packets of information are transferred between your computer and our servers. This makes Online Casino faster and the gaming experience more fun.

How long does the download process take?
The average download time is 12-15 minutes using a standard 33Kbs modem. In cable and ADSL connections download takes no more than 2 minutes. You have to remember that the download is only necessary for the first time you play at the casino, after that - the program is available from your computer's 'Start' menu and/or your computer's desktop.

What's the name of the downloaded setup program?
SetupCasino.exe

Do I have to download every time I want to play?
Absolutly Not. You only need to download and install the casino once. The downloaded file is a small file of about 5Mb, containing 6 games: Blackjack, Roulette, Craps, Video Poker, Slots and Baccarat. After installing the file, the casino is accessible from your computer's 'Start' menu, no additional download is necessary in order to play.

After downloading the software, what do I do next?
Double-click the icon of the downloaded program, SetupCasino.exe. The installation wizard will guide you through the entire installation process.

What are the minimum system requirements?
Microsoft© Windows™ 98/ME/NT/2000/XP
Pentium 300 MHz PC or faster
24MB RAM or more
Screen resolution of 800x600 pixels or higher
High Color (16 bit) color display or better
50MB free hard disk space

Can I use the Online Casino with a Mac computer?
We are sorry but Macintosh platform is currently not supported.

How do I use the Online Casino with AOL?
AOL users can use the Online Casino software with AOL version 3.0 or later.

What should I do if I can't find the Casino icon on my desktop?
If the Casino icon is not on your desktop nor 'Start' menu and you can't remember where you saved it, please follow these steps:

1. Click on the START menu at the bottom left corner of your screen.
2. Choose 'Find' then 'Files or Folders'.
3. Into the box that says 'Named:', type 'casino.exe' and click 'Find now'.
4. The computer will now search for the file.
5. Search results will be displayed at the bottom of the window. If the computer finds a file named 'casino.exe' in a directory called 'Windows Casino' then you can double-click on it to immediately run the program or right-click on it and choose 'Create shortcut' to create a shortcut for it on your desktop.
6. If the computer has finished the search and there is no file name in the window, then the file was not found. In case your computer has several hard drives, search the other drives as well. If you cannot find the file, you will have to repeat the download and installation process

Cashier FAQ - Deposits and Withdrawals, Table limits and Security.

How Do I make a deposit to my account?
In Order to make a deposit you must first download the Casino software. For complete step-by-step instructions on downloading and installing the Online Casino, go to getting started section. You than need to open your real money account. After you receive your real-money username and password, you are ready to make a deposit into your Casino account.

Start the Casino program, and select the "Real money mode" option. Enter your real username and password in the Login window. Select "Cashier" from the top-right hand corner of the lobby followed by pressing the "Deposit" button. Select your desired deposit method.

How long does it take to process my deposit?
Credit card deposits take approximately 2-5 minutes to process and funds are made available in your casino account within this time frame.

Wire Transfer deposits take 2 business days to arrive at our bank. Your account will be credited as soon as our bank receives the transfer.

Bank Draft / Personal check deposits take about a week to reach our offices. It takes additional 10 days for a Bank Draft to be cleared and about 21 days for a Personal check to be cleared. Please note that the first phase of a Bank Draft / Personal Check deposit is dependent on regular world wide mail and may vary depending on your location and/or other factors.

How Do I withdraw my winnings?
To withdraw money from account go to Cashier and select the "withdraw" button.

If you have made credit cards deposit(s) prior to your Withdraw the money you now wish to withdraw will automatically be refunded to your credit cards. If you have withdrawn more than your total deposits, any amount in excess of that deposit amounts, will be refunded to you using your preferred method of payment, whether it is Bank draft or Wire transfer, selected by you.

The reason why we can't refund the entire winning amount to your Credit card is due to the Credit card company's limitations, and is out of our control.

Our credit card refund policy is the quickest way to pay the winnings. There are no charges for credit cards refunds.

Bank drafts will be sent to your billing address, as specified by you during the account registration process, using regular worldwide mail. Please make sure that the specified billing address is correct to avoid any delays. If this address had been changed please contact our Customer Service department. Please allow up to three weeks for delivery due to slow mail service. There are no charges imposed on bank draft withdraws.

If you select Wire transfer as the preferred method for withdraw, you will be asked to fill in your bank account details. There are no charges imposed on Wire transfer withdraws add in fee here.

You can track the status of your withdraw requests by entering the cashier and selecting the "Transaction history" screen. The status column in this screen identifies each transaction's exact phase.

What is the "pending withdraws" screen?
Once you make a withdraw, your withdraw request is pending to be processed by our financial department. By entering the "Pending Withdraws" screen in the "Withdraw" section in the cashier you can view all your Withdraw requests that are waiting to be processed.

Generally no withdraw request will be processed before 2 business days of making the request so that you can cancel withdraw requests while the transaction has not been processed, and return the amount back to your casino account, so you can go ahead and play.

I have made a Withdraw but have changed my mind. How do I cancel a Withdraw request?
As mentioned, all Withdraw requests awaiting to be processed show up in the "pending Withdraws" screen in "Withdraw" section in Cashier, for about 2 business days from your initial Withdraw request date. You can cancel Withdraw request as long as they show up in the "pending Withdraws" screen, and return the requested amount back to your casino account, so you can go ahead and play.

How can I follow up financial transaction operations?
The Cashier's 'Transaction History' section stores a complete history of all your financial actions, such as withdraws and deposit requests.

How much can I deposit to my Casino balance?
The following limits of deposits apply for each deposit method:

Credit cards
Minimum single deposit $10
Maximum single deposit $500 per card

Wire transfer
Minimum single deposit $100
No maximum limit

See the BANKING section of this website for further information on deposit methods and limits.

Is it safe to use my credit card at the Online Casino?
Yes, absolutely. We use the best available security measures available today, such as latest Firewall technology and RSA encryption to make sure that delicate information remains 100% secure with us. In fact, using your credit card at the Casino is much safer than using it at your local department store. For further information, visit our Security section.

How do I obtain more credits in Play For Fun mode?
Simply visit the deposit section within the cashier located in the lobby and enter the amount of fun money you would like to deposit into your account.

Neteller FAQ.

What is NETELLER?
NETeller ( http://www.neteller.com ) is an online money transfer service. You can open a NETELLER account which acts like an online wallet. You are able to deposit, withdrawal, and transfer funds to the many merchants that support NETELLER.

NETELLER is one of the most straightforward ways of depositing money on Online Casino. Deposit funds from your NETELLER account for free. http://www.neteller.com Join now and play today!

How do I deposit, withdraw, and transfer funds?
Once you log into your NETELLER account, just follow the links on the main navigational bar at the top of the screen, or use the Quicklinks located on the left of your screen to move to the desired section. Each process is explained in full detail in their respective sections.

How do I become Certified?
Becoming a Certified NETELLER member is a simple process which has many benefits. International users may become Certified by faxing in a clear copy of their passport and both sides of a personal credit card. Once you become certified you will be entitled to all the benefits of certification. There is additional information on certification in your NETELLER account.

How do I verify my bank account?
After registering your bank account, NETELLER will debit and credit your account for two amounts less than one dollar at NETELLER's expense. When you find out these amounts from your bank statement, enter them in the NETELLER system and your account will be instantly certified.

Why was my withdrawal declined?
It is Casino policy to withdraw your funds using the same method as they were originally deposited. Therefore, if you deposited $20.00 by credit card, then you must withdraw $20.00 back to your credit card. Any subsequent amounts may be withdrawn using other methods.

Why was my credit card declined?
A credit card will be declined by the bank issuing the card. You may call the issuing bank to find out what is wrong with your card. Remember: Three invalid credit card attempts within one hour will cause your NETeller account to be automatically closed and you will have to contact customer support in order to have it reopened.

How do I change the personal information in my NETELLER account?
In the navigational bar at the top of your NETELLER account, there is an option to "Edit Account". This will allow you to change your phone number and password in the NETELLER system.

Why is my transfer to a merchant still pending?
Not all merchants accept transfer twenty four hours a day. Some work regular business hours, some do not. It is solely up to the merchant to accept or decline any funds to or from NETELLER. If a transfer you made to a merchant has been pending for very long you you may contact the individual merchant or cancel the transfer from your account.

Games FAQ - Game features, rules and fairness

What kind of games does the Casino offer?
Online Casino currently offers over 150 different games. We have ten of the most popular table games (Baccarat, Blackjack, Caribbean Poker, Casino War, Craps, Keno, Pai Gow Poker, Red Dog, Roulette and Sic Bo) and 46 machine games (Video Poker machines, 4-Line Video Poker machines, 3-Reel and 5-Reel Slot Machines both with and without Progressive Jackpots and Bonus Games). We are working on new games on a day-to-day basis. You will be automatically notified when new games become available.

How can I be sure that the games are fair?
Online Casino is fully licensed in the Curacao and regulated by CIGA (Curacao Internet Gaming Association). The payout percentage, which is the percentage of the total wins out of total bets, is being audited on a monthly basis by one of the leading international accounting and auditing firms. The payout percentage report is displayed at web site, so that you can be sure that the games are fair and honest.

How is the outcome of the games generated?
Online Casino is using a very sophisticated Random Number Generator (RNG) to create a randomized outcome for each game. The odds for both real money and fun modes games are created with this random number generator. In all card-based games, like Blackjack and Baccarat, the deck/s of cards are shuffled prior to each hand being dealt.

How do I chat with other players?
Chatting is very simple. All you have to do is click on the 'Chat' button in Multi-player and Private-group tables and type in whatever is on your mind. To send the text, simply click on the 'Chat' button again.

What are COMP points and how do I accumulate them?
The Casino has a very unique COMP (Complimentary points) program, which enables each member of the casino to accumulate COMP points automatically while playing. All you have to do is wager at the Casino. For each 25 cents wagered at the Casino every player gets 1 COMP point for absolutely free. These COMP points can be converted to real money that can be cashed out or played with. And that's not all, the more COMP points you accumulate - the faster your VIP level increases, which enables you to enjoy fantastic bonuses and participate in our special casino events.

What is a Multiplayer or Private group table?
When you chose a multiplayer table you automatically join a table with other players. The system automatically assigns you to a table where there is an empty seat.

Private group table is a table where you can play along with your friends without being interrupted by other players. In order to join a Private group table you have to type in the name of the table you wish to join to. If this table has already been created by your friends, you will join this table, if not - then a table will be created for you so that you can tell your friends to join in with you.

While playing Black Jack in multiplayer, the dealer continued to play finishing the game before I placed my bet, what caused this?
Within the casino software there is a time out bar that pops (bottom centre) up letting you know that you have 15 seconds left to place your bet (this happens after a 30 seconds period). This is to insure that the others playing would not be left waiting indefinitely for you to place you bet.

Note this feature is present in Multiplayer and Private Group for the following games: Black Jack, Roulette & Baccarat.

What happens if I am suddenly disconnected from the Internet while I play?
Because Internet connections malfunction due to several reasons not in our control, we have developed a sophisticated integrated abnormal disconnection handling mechanism, which will always protect the player interest in such an event.

If for some reason, you get disconnected from the Internet while you are in a middle of a game, don't panic. If you are unable to reconnect to the Casino, you will be logged out after a certain period of inactivity. You can later connect to the Casino and log in as usual.

If you manage to reconnect before you are logged out, the type of game you were playing determines what you will see upon reconnection.

In Blackjack, Craps and Video Poker, upon reconnecting to the Casino, you will automatically be returned to the exact state were the game was interrupted, so you can continue exactly from the same point you left off, and decide what do you want to do, just in like any game round.

In games like Slots and Roulette, where the player does not take decisions in the game after the round had been started, you can just log-in to the casino again and see how the game had finished by clicking on the 'Game history' button.

What do I do if after placing a bet I suddenly change my mind. How do I remove the bet?
In games like Blackjack, Roulette, Craps and Baccarat just press with your right mouse button on the chips you wish to remove. In Roulette you can also click on the 'Clear Bet' button to remove your entire bets from the table.

In Slots and Video poker, just press the 'Cash out' button to remove your coins from the machine back to your balance. If other coins remain in the machine, don't worry, they will automatically return to your balance once you exit the game.

Where can I find complete detailed instructions on the various games?
Our downloadable casino software comes with built in context sensitive 'Help'. Just click on the help button in the casino lobby for a complete set of instructions and explanations on all Casino games, or click the help button while playing to display help on the specific game you are playing.

How old do I have to be to play for real money?
In order to play for real money you must be at least 18 years of age.

I am not sure what was the previous game round result. What do I do?
You can just step into the 'Game History' section and view the previous rounds and their results. If you have any further questions, feel free to contact contact our customer support staff. You can call or e-mail us any time, 24 hours a day, 7 days a week.



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