Technical FAQ - Software Download and installation.
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.
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.
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?
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.
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
I use the Online Casino with a Mac computer?
We are sorry but Macintosh platform is currently not
do I use the Online Casino with AOL?
AOL users can use the Online Casino software with AOL
version 3.0 or later.
should I do if I can't find the Casino icon on
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
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
Cashier FAQ - Deposits and Withdrawals, Table limits and
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
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.
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
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.
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.
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.
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.
much can I deposit to my Casino balance?
The following limits of deposits apply for each deposit
Minimum single deposit $10
Maximum single deposit $500 per card
Minimum single deposit $100
No maximum limit
See the BANKING section of this website for further
information on deposit methods and limits.
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.
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.
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!
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
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.
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
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.
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.
do I change the personal information in my NETELLER
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.
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.
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.
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.
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.
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.
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
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 &
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
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
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
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.
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.
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.