FAQ


MOBILE


Q: Do you offer QUEEN CASINO casino on mobile devices?

A: Yes we do! We will automatically redirect you to our mobile site if you try to access QUEEN CASINO on your mobile device.


Q: Do I need to create a new account from my mobile device?

A: No, you can login with the same QUEEN CASINO account details registered.


Q: Do you offer bonuses on mobile games?

A: Yes, we offer the same bonuses that are offered on the regular website.



OPENING HOURS


Q: When am I able to contact customer support?

A: You can contact us via email or live chat, daily between 09:00 AM - 04:00 AM GMT+9. If you have any queries outside these time frames, please feel free to send us an email and we will get back to you as soon as possible. Talk soon!



MY ACCOUNT


Q: I have forgotten my login details/password, how do I retrieve it?

A: At QUEEN CASINO you use your e-mail address to login. Click on 'Forgot Password' at the top bar, then enter your e-mail address and a reset password link will be sent to your registered e-mail address. Please check your junk/spam folder if you do not see the email in your inbox. If this doesn't help, please contact the support team.


Q: How do I change my password or update my user information?

A: Easy! Simply go to 'My Account' and click on 'Settings', you can find everything there.



PAYMENTS


Q: How do I deposit?

A: In order to make a deposit to QUEEN CASINO you first need to register your own account. If you don’t have an account with QUEEN CASINO yet, you can register by clicking on the ‘Join Now’ button on the home page. After you have registered your account, log in and click the ‘Deposit' button, which you can find next to 'Your balance' in the top right hand corner on each page. When you have chosen the method that suits you best you enter the relevant account information and the funds will be credited to your account according to the time stated in the information. Most of our deposit methods are instant!


Q: How do I deposit?

A: In order to make a deposit to QUEEN CASINO you first need to register your own account. If you don’t have an account with QUEEN CASINO yet, you can register by clicking on the ‘Join Now’ button on the home page. After you have registered your account, log in and click the ‘Deposit' button, which you can find next to 'Your balance' in the top right hand corner on each page. When you have chosen the method that suits you best you enter the relevant account information and the funds will be credited to your account according to the time stated in the information. Most of our deposit methods are instant!


Q: Are there any fees for depositing?

A: We apply a card fee of 2.25%. Other payment options are free of charge. You can find more information on the deposit page.


Q: Which deposit options do you accept?

A: QUEEN CASINO supports many payment options; everything from debit and credit cards, internet banking, ecoPayz and iWallet.


Q: Why did my deposit fail?

A: There are many possible reasons for a declined deposit. Among the most common reasons are insufficient funds and incorrectly entered details. Please check your details or contact our support team for deposit assistance.


Q: What is a CVV2 code?

A: CVV2 code stands for Card Verification Value code and is a security feature for credit or debit card transactions, providing increased protection against credit card fraud. You will be required to enter this code as a security measure at every transaction.


Q: How do I withdraw money from QUEEN CASINO?

A: You request a withdrawal under 'My account', where you select 'Withdraw' and then the method available to you. Generally we do process your withdrawal to the same method used for your deposit where possible. QUEEN CASINO does impose a [$5] fee for withdrawals of less than [$50]. Withdrawals of [$50] or more are free of charge. In addition, your financial institution may charge a fee for the transaction which is beyond our control.


Q: How long does it take for QUEEN CASINO to the handle my withdrawal request?

A: It is our ambition to process your withdrawal request as fast as possible all year round.


Q: How long does it take for me to get my money?

A: Generally pay-out to iWallet or ecoPayz is instant once processed.


Q: Can I request a withdrawal back to my credit / debit card?

A: No, this option is not available at the moment.



ACCOUNT VERIFICATION


Q: Do you request verification documents?

A: Yes, we follow regulatory requirements and will in time request that you send documents to verify the information on your account. Make sure your personal details are up to date; this will make the process quicker. It also helps us create a safe environment for all players and prevent any kind of theft and fraud. There are also advantages to having your account validated, for example, you'll experience faster withdrawals.


Q: When and how do you request account verification documents?

A: While we may request documentation at any time, we may also request verification once your account activity reaches a certain level. When required we will contact you over email.


Q: What type of documentation do you ask for?

A: It’s fairly simple, we usually request:
1. A valid ID/ Passport/ Driver's Licence
2. A recent (dated and sent within the last three months) utility bill (telephone bill, electricity bill, etc.) with your current address
3. A copy of both sides of the credit card used (when relevant)


Q: What else do I need to know?

A: If you have any question about our verification process or want to send your documents before we request them, feel free to contact our support team! They will inform you about tips and tricks to get your account validated as fast as possible!



CASINO


Q: What happens when my game is disconnected in the middle of a casino round?

A: If a slot game gets disconnected or stuck while spinning, the round will be completed even though you have been discounted/are not in the game. Any winnings will automatically be added to your player account. If free spins are won, you will be able to continue the round and the free spins will still be available!


Q: Is the Casino guaranteed to be fair?

A: At QUEEN CASINO we believe in Fair Play, and our customers' satisfaction with their gaming experience. While the unpredictable nature of gaming is the very reason players are drawn to it, it also means that on some occasions guests experience very good fortune and on other occasions they don’t. Our business partners and suppliers are of the highest calibre and we only work with people who share our passion for fair gaming. All our casino game results are generated by a computerized Random Number Generator (RNG).


Q: Do you offer any bonuses?

A: Yes, we do. From time to time, we will send emails notifying you of offers that you can participate in. It is very important that you ensure that you register your QUEEN CASINO account with a valid email address so that these notification emails reaches you.


Q: What are bonus wagering requirements?

A: Each type of bonus comes with its own individual wagering requirement. The original bonus amount needs to be turned over (wagered) a set amount of times (usually 40) before that bonus is turned into real cash. You can find the specific wagering requirements for each bonus on the bonus page.

If at any time you wish to withdraw your cash (according to terms and conditions) you may choose to forfeit your bonus without reaching any wagering requirements and proceed with a cash withdrawal.



TECHNICAL HELP


Q: I clicked on a game but I don’t see the game window. What could be the problem?

A: Very often, your browser’s pop up setting may be preventing the game window from appearing. Kindly check that you have disabled/turned off your browser’s pop up blocker, then refresh your browser and try again. Should the problem persist, please capture a screenshot of any error message you may have been prompted, attach it in an email and email it to us.


Q: How do I take a screenshot in Windows?

A: To take a screenshot with your Windows (PC) computer, begin by having the window you wish to take a picture of visible on your screen. When you have the window in front of you, press the Print Screen button on your keyboard. It is often shortened to 'PrtScn'.

You can now paste this as an attachment in an email to us.


Q: How to take a screenshot in Mac OS?

A: To take a screenshot with your Mac OS computer, begin by having the window you wish to take a picture of visible on your screen. When you have the window in front of you, press 'Cmd-Shift-3'. A picture of your screen will then be saved on your desktop in PNG format. To take a screen image of a specific area press 'Cmd-Shift-4'.
You will now get a marker on your screen, Move it to the outer top area where you want to start the image. Press and hold the left mouse button and move the marker until you have marked/selected the intended area. Release the left mouse button. Your screen capture is automatically saved on your desktop.


You can now paste this as an attachment in an email to us.



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