frequently asked questions
Read our frequently asked questions and answers:
This page holds the most frequently asked questions and answers that might be able to help you without having to get in touch with our support team. Please read through them all as we have thousands of customers just like yourself that have probably already asked the question before you.
Are there any restrictions who can play at CasinoCasino.com?
No there are no restrictions, everyone can play at CasinoCasino.com as long as they are at least 18 years old and do not live in the United States of American, United Kingdom, Cyprus, France, Estonia, Turkey or Spain.
Which games are offered?
CasinoCasino.com offers a selection games both Random Number Generator (RNG) and live casino games. The RNG games are made by Amatic Industries and the live casino game are broadcasted live from a real casino on Malta.
Are the games offered fair?
Yes all the offered games are fair and regulated by the governing body that granted CasinoCasino.com license. The RNG games by Amatic Industries run on a random number generator which ensures that every outcome is fully random. The live casino games are streamed live from a real casino on Malta which is an island within the European Union.
Can I play for fun and not real money?
Yes, just go to the game you would like to play and play away without depositing one penny and for as long as you may want.
Does CasinoCasino.com have a license?
Yes, CasinoCasino.com holds two licenses, both from the governing body of Malta, the LGA (Lotteries and Gaming Authority). The license from Malta is a European gaming license and is very well known for its strict procedures when it comes to offering games of chance online.
What is a live casino?
A live casino is a casino that offers gambling games but then with a live dealer instead of a RNG driven outcome. These live dealers can either be in a studio, where the cameras are facing them and there is a lot of interaction with the player or they can be just hanging in a real casino. When they are just hanging in a real casino there will be no interaction as the casino has regular customers to deal with.
Does a live casino have opening hours?
Not every live casino has opening hours as when it is a studio they are open 24/7 but when streaming from a real casino then yes, there are the casino opening hours.
Can I watch the live casino for free?
Watching is not a problem, just create an account and click select the live casino game you wish to watch.
How do I know the live casino is live?
To start with you will always see that the dealer calls you by my screen name, this would not be possible if it was not live. In the case that the casino has no interaction so is a real brick and mortar casino then you will see television screens with CCN on that you will be able to find on your television at home.
Can I play in the live casino for free?
This is unfortunately not possible and can only be watched for free.
I am having problem registering?
This is normally due to the fact that the fields are not filled in correctly. Please have a look if you have the correct date of birth and if your password complies with the security rules.
What is the process when opening an account?
Go to the site, click on the register button. Fill in the required fields with your personal information and click on the register button. You will now get an email from CasinoCasino.com which holds an activation link. Click on this link or copy paste the URL into the browser. You will be logged in and your account will be open and ready for your first deposit and bonus.
Can I open multiple accounts with CasinoCasino.com?
This is very much against our terms and conditions so, NO. Opening multiple accounts can result in all your accounts and balances being closed and removed.
Can support help me with questions about the game rules?
Yes, exactly for that reason we have a support team that is well trained and is known with every game we offer. They can be contacted by, phone, email and live chat.
What kind of bonuses does CasinoCasinno.com offer?
There are many different kinds of bonuses offered by CasinoCasino.com. The first you will come in contact with is our double the fun welcome bonus. On top of your first deposit you will receive a 100% welcome bonus up to 100 euros. But to make it really fun you can expect the exact same welcome bonus to be given on top of your second deposit. All other bonuses we offer can be reload bonuses, login bonuses or even game specific bonuses are given to loyal players. These are player that visit the online casino on a regular basis which can be once month or even once every few months.
What do I need to do to get the welcome bonus?
The welcome bonus is the first of two bonuses given by CasinoCasino.com and all you need to do is deposit for the first and second time to receive both the bonuses. The bonus is 100% on top of your deposit with a maximum of 100 euros!
Can I cancel or even not get a bonus at all?
Yes. Every individual bonus can be cancelled by a click on your name at the top of our website. The balance information you will see appear holds a cancellation button for the received bonus.
How do the so called wagering requirements work?
Just like every online casino, CasinoCasino.com gives bonuses to new and loyal players. The whole point of giving a bonus is that players get more play time and enjoyment for their money. To make it fair for the casino, as it is free money that are being given away wagering requirements come into play. This is a number of times that a bonus needs to be wagered. Example, you deposit 10 euro and get a welcome bonus of 100%, so another 10 euro. Your casino playing balance is now 20 euro which you can bet with. The wagering requirements are 40 times the bonus which makes a total of 400 euros. This means that you have to have a total minimum of 400 euro in bets before you can withdraw your winnings. Please keep in mind that when you play at CasinoCasino.com you always play with your own money first. If we take the example above and you have a big win with your initial 10 euro, then you can always withdraw and only the 10 euro bonus will be forfeited as you did not use it to get the big win.
What is a cookie and how are they used?
A cookie is a very tiny file that is placed on your computer or mobile device just like most sites do. This cookie allows the casino to see that you have visited the site before and special promotions can be offered to you on basis of this information.
Do I need to download the casino or other software to play?
This should not be necessary. CasinoCasino.com uses Flash games that open in your browser and should be ready for play straight away.
Which software does the casino use that I need to download?
CasinoCasino.com games do not run on any special software which you need to download. The reason for this, is that 99% of the computers already have the necessary software pre-installed as it is used my millions of other internet sites as well as CasinoCasino.com.
The rolls on the slot keep turning sometimes and do not stop?
This problem can have two solutions: update your Adobe Flash version or secondly your Java software has been disabled. If this does not seem to be the problem, it can be your internet connection which is either slow or keeps cutting off.
While playing my game froze?
This can happen when: your intern connection was cut, you were timed out because you were not active on the site for a while, you may need to empty your cache, your web browser may have run into a problem and needs to be restart and last but not least your PC might have run into a problem and needs to be restart.
An unfinished game round is no need to worry as when you log back into the casino and start the game, the outcome will become visible and any prize will be awarded.
Is your support 24 hours a day available?
Our live chat is not available 24 hours a day although it is available most of the hours in a day. If you have an urgent question then please just send an email as these are looked at first thing in the morning and even before the live chat goes online.
What is the best way to get in contact with a support agent?
There is no best way bit for a direct answer we suggest the live chat function on the support page of CasinoCasino.com
Which language is spoken by your support team?
We have multiple languages available but everyone speaks English.
I still have a question that is not answered on this page, what do I do?
It is very possible you have a specific question that has not been answered here. Please just go to the support page and choose your preferred contact methods.
What is the best way to deposit?
There is no best way to deposit, they all work very well and are all instant apart from a bank transfer this can take up to three days, depending on the banks cooperation.
What is the process for depositing?
This is very simple and efficient. Just choose your preferred deposit option, click on the button and follow the steps as they are all setup for a full understanding. All data sent while doing a deposit is encrypted and runs over secure internet lines.
What are verification documents and why do I need to send them?
These are documents that CasinoCasino.com are required to have by law and for their compliance for the licenses.
I want to make a bank transfer, what are the bank details?
Account Holder: L&L Europe Ltd, Address: 26 Ghar I Dud Street, SLM 1573, Sliema, Malta. Bank Name: Bank of Valletta, 45 Republic Street, VLT 1113, Valletta, Malta. Bank Account Number: 400 20335 715. IBAN: MT76VALL22013000000040022239385. BIC : VALLMTMT
I would like to set limits, how does this work?
Everyone can set limits within the casino and is something that we very often advise within our responsible gaming procedures. To set a limit simply login and go to “My account” where you will see a link to the Responsible Gaming page. The limits you can set are deposit limits, wagering limits or even the time you want to play. Please do be aware that if a limit has been set and you wish to alter this limit to a shorter or smaller amount selected or even remove one then you have to wait seven days. This is a cooling down period and again is in line with our responsible gaming procedures that we have. If you need any assistance in any way setting limits please just get in touch and one of our support team will be happy to help.
How do I withdraw?
This is a simple and fast process. You can either request a withdrawal by a click on the “withdrawal” option in your player menu or by a click on your name at the top of the site where the option to request a withdrawal will appear. Always select the withdrawal options similar to the deposit option used prior to your withdrawal request.
How do I validate my account?
When validation of your account is required our support team will send a request for documents we need to validate your account. If you wish to validate your account upfront please contact our trained support staff and ask what documents are needed in order to validate your account.
Are there any costs involved with withdrawing?
In general we do not charge for withdrawals. If there is a fee for the withdrawal method you wish to use this will be clearly displayed or you will be informed why we have to apply a fee.
How long does it take before I receive the withdrawn funds?
This varies from bank to bank and this depends on the withdrawal method you have selected. CasinoCasino.com processes all withdrawals within 24 hours during weekdays and it is very much the speed of the receiving bank that determines how fast it will be available for you.
Can I see my old account transactions?
Everything can be found back in the system, just go to the ‘My Account’ section and choose the ‘Transaction’ tab. Here you can select the date range you want and all deposits and withdrawals will be visible.
Does everyone need to be verified?
Yes, the verification process is for everyone that wishes to use the site CasinoCasino.com to play games of chance.
I have lost my password and/or username, what do I do?
If you need a new password then just go to the site and click on the button, login. This will open the login screen where a “forgot your password?” function is available. After filling in your email address you will receive an email with a new password. With this new password you can login and if you wish to change that particular password you can do so in the “My Account” section.
If you have lost your username then we advise you to find an old email from CasinoCasino.com as on every email your username is stated and you will be able to find the email address used when registering an account.
Can I close my casino account?
Yes, this is not a problem and is just as easy as opening your account was. To close your account go to the “My Account” section followed by “Responsible Gaming”. Here you will find the option to exclude yourself from CasinoCasino.com
Are my credit card details safe when I use it to deposit?
Yes, safety of payment details and even your personal details are one of our highest priorities. We have spent a lot of money, time and effort in creating a safe environment to play games of chance where any deposit is always encrypted and stored on secure severs.
What does CasinoCasino.com do to ensure my details are safe?
Every transaction or sending of information over the internet happens with encryption. This encryption is the same that is used by the world’s largest banks. Besides the sending of information it is also a key point of ours to store data on secure servers that only a very select group of people within the company or group of companies have registered access to.
How do I know my personal data is safe with you?
As a fully licensed online casino in different territories it is safe to say that data storage and transmission happens in a safe and secure way which has been audited by the different license granters.