FAQ

Installation and Registration

How do I get started?

You have two options when opening an account at Spin Palace Casino.

You can choose to download the full casino software and enjoy the full experience of amazing graphics and functionality that this provides, or you can play "instantly", and play on the Flash version of the casino.

The Flash version takes you straight to the games and does not involve downloading any software onto your computer – you will however need the latest version of Flash available from Adobe (click here to download).

Downloading the casino software gives you a grander, more exciting experience. It is quick and easy and involves the installation of safe software that contains no malware.

Simply follow these steps:

1. Click on any download button or click here
2. Save the file (exe) to your hard drive and then double click on the file once the download has completed.
3. You will be prompted to install the program and should select 'Continue,' then click on 'Install Casino' after reading the End User Licence Agreement.
4. You will be able to register an account for either 'Real Money' or 'Practice Play'.
5. Once registration is complete you will be given an account number. You will use this to gain access the Casino so please store this information in a safe place.

Both options require you to register some basic personal details (date of birth, names etc). It is important that you enter accurate details as we may need to contact you regarding a withdrawal or an exclusive promotion that you may qualify for.

If you have downloaded the full casino, you will be able to access the casino by double clicking on the icon on your Desktop or by selecting Start >> Programs >> Spin Palace Casino.

What are the minimum system requirements?

Requirements for downloaded casino:
HARDWARE:
Minimum –

CPU	Pentium 4 2.8 GHz or AMD Athlon 3000+
Memory	1GB
Hard Drive Space	10 Gigabyte or more available
Graphics Card	128MB memory SVGA, 800x600, 16-bit colour
Sound Card	Sound Blaster compatible sound card
Mouse	Microsoft compatible 2-button mouse

Recommended –

CPU	Intel Core2 Duo 3 GHz or AMD Athlon X2 6000+ (3 GHz) or faster
Memory	2GB
Hard Drive Space	20 Gigabyte or more available
Graphics Card	256MB memory SVGA, 1024x768, 32-bit colour (16-million)
Sound Card	Sound Blaster compatible sound card
Mouse	Microsoft compatible 2-button mouse

SOFTWARE:
Internet Explorer 6+, Firefox 3.0.1+
Flash Player 10+
Windows XP (32-bit), Windows Vista (32-bit and 64-bit) or Windows 7 (32-bit and 64-bit)

Requirements for Flash Casino

CPU	Pentium 3 - 500 Mhz or equivalent Recommended is a P4 1 GHz or faster
RAM	Windows 98, 256 MB RAM. Windows 2000 / XP, 512 MB. For Vista, 1 GB
Hard Drive Space	Recommended 10 MB
Sound Card	Sound card recommended

Accessing the casino

How do I login to the casino?

- Connect to the internet
- Run the casino software
- On the main casino screen, click on the 'connect' button
- When the dialog box appears, enter your account number and password

I forgot my password / account number, what should I do?

If you have forgotten your account number or password, please navigate to 'Contact Us' and speak with a member of our support team. For security reasons passwords cannot be provided via email so please call us or contact us via Chat or Telephone.

How can I unlock my account?

If your account appears to be locked, please contact support for assistance.

Banking

How do I purchase casino credits?

There are many ways to purchase casino credits including using credit card, bank transfer and various "web-wallet" facilities such as Entropay, Neteller or Moneybookers (and many others).

All of these are safe, secure and easy to use. In order to purchase casino credits simply access the 'Banking' section of the website and chose from a list of available purchase options.

Please click here for more information on the many depositing options. If you have any questions about the purchase of credits, or any of the options, please be sure to contact our player support team.

How safe is it to make deposits into my casino account?

Before any transaction can take place your account number and password must be supplied and your secured data transfer during any transaction is guaranteed.

Spin Palace uses 128-bit SSL (Secure Socket Layer) digital encryption to protect the details of your electronic transactions over the Internet.

This is the Internet security standard for online transactions as demanded by major financial institutions.

Why are my credit card deposits being rejected?

Some financial institutions have decided to deny their cardholders the freedom to make deposits for online gaming transactions, and this may result in an inconsistent experience in terms of ability to deposit using your credit card.

Frustrating as this may be, there is hope as we have made several safe, well-know and easy alternatives available for the purchasing of casino credits. Please refer to the Banking webpage or click here for more details.

It is also possible that transactions may be declined by your bank/credit card company if you have hit your online depositing limit, as set by the bank. Please contact your bank/credit card company to increase these.

Why am I being asked to supply documents when I want to withdraw?

In order to protect both casino and player, Spin Palace plays an active role in fraud prevention and detection. This is a standard in the world of online gaming and is in no way an attempt to delay the payment of winnings.

As a means of security and in compliance with local and international banking and eCOGRA regulations, it may be deemed necessary for the casino to request copies of identification documents from a player, before payment of a withdrawal can be made. Examples of documents include driver's license, utility bills etc.

Our security measures ensure that e-cash deposits and redemptions are not fraudulently transacted.

Can I use a credit card on my account that is not in my name?

In order to protect our players, we do not allow the use of credit cards by anyone other than the authorised signatory.

If you have a spouse, friend or family member that would like to play, we'd suggest they open their own Real Account and explore any one of the many safe deposit options available.

General Information

What are wagering requirements?

As part of our effort to reward our loyal players and extend entertainment the casino provides certain 'bonuses' (free casino credits) to players that may be used to place real wagers and win real money. These free credits are however subject to some conditions (please see our exciting sign-up offer – click here).

A player's total balance consists of a cash account and a bonus account. Before any bonus money can be withdrawn, you need to play some games at the casino. A player will be required to make a certain number (or rather value) of bets at the casino, using this money, before being able to withdraw winnings. The total value of these bets (irrespective of the result) must be equal to or greater than fifty (50) times the value of the bonus given.

For example, if you are given a $10 bonus, you would need to place total bets of $500 before you would be entitled to withdraw the $10. Note that some games count differing amounts towards wagering requirements.

As the required wagering requirements are met, funds are automatically transferred from the Bonus Account to the Cash Account in increments of 10 credits for every 500 wagered. In some instances you may withdraw your cash balance but will then forfeit the balance of the bonus account.

Please click here for a full breakdown of how our bonus system works.

Where is Spin Palace licensed?

Spin Palace is licensed and regulated by the Lotteries and Gaming Authority of Malta.

How old do you need to be to play at the casino?

Casino play is available only to persons older than 18 years of age, or the legal age of majority in a player's jurisdiction, whichever is the greater. Minors may not under any circumstances play at this casino.

What special promotions are available?

Spin Palace is renowned for giving its players very generous promotions and special offers.
Our sign-on bonus is one of the biggest online and entitles players to as much as €/$1,000 FREE. Simply join the casino and create a 'Real Money Account' to take part in this special offer.

Spin Palace also runs regular weekly promotions for all players helping them to increase their Account balance and play for longer. Players will be informed via e-mail or text message of these promotions and will be given the opportunity to "Opt-In" in order to take part.

Special promotions will also rise in value for higher Loyalty Tier players. Each of our 4 Loyalty Tiers has special weekly offers which reward players for regular play. These are in the form of deposit match and Cashback bonuses.

How do I download or access more games?

How do I download more games?

Two games are included in your initial download. To download over 100 more free games use any one of the following methods:

• To download a specific game
  
  Click on the button of the game you wish to install. The game will start in the same way as the regular games that you have already installed, except that it will take slightly longer to load. During this minor delay, the Casino is downloading the game files necessary to run the game that you have chosen. You will also notice the download progress indicator that appears over the game button. This progress indicator allows you to monitor the download status of the game. Please note that the download time is dependent on the speed of your Internet connection. The Casino will also download new games and upgrades during normal play.
  
  These files are however small and are only carried out during periods that the link between your computer and the Casino's servers is inactive, such as the time between reel spins in a slot machine. As your game play takes priority you will not even notice that these downloads are in progress.
  
  To begin multiple downloads

Click on the button of the game that you require and then click "Cancel". The game's progress can be monitored via the progress bar that appears over the game button. Clicking on the next game button will start another download. You will notice that the game button in question, along with the previous game button, both have progress indicators. The game specified by the last button clicked will receive preference and download first.

If you receive any error or problems, please refer to player support .

Why do the reels keep spinning / Why don't the cards turn over etc?

This is usually caused by slow Internet traffic. The signal from our server is not being relayed to your software, which means that the gaming-sever has not successfully communicated the outcome of the wager with your computer. As soon as we receive the wager, the random number generator creates a result and this is communicated back to your computer.

If you lose connection to the gaming server and the gaming-sever resolves the bet during the loss of your Internet connection, it will refresh your credit balance with the outcome of the bet.

If it does not resolve the bet during loss of the Internet connection, it will present you with the unfinished bet the next time you select the game that was being played when the connection was lost.

How do I know that your games are fair?

Spin Palace employs the industry leading Microgamming software that makes use of a Random Number Generator to produce a wager result.

To give players peace of mind, the randomness of this is regularly audited by independent auditors.

Support

How do I get help or technical assistance?

Spin Palace is dedicated to providing the highest level of customer service and proudly supports over a dozen languages. Please contact us if you have any query, no matter how small. We would love to assist.

Support is available by live chat, telephone and email and can be contacted via the 'Contact Us' webpage