| 1.
General FAQ: |
| Q:
|
Can I play
for real money? |
| A:
|
Of course. Casinos wouldn't be the same without
the chance to win big.
|
| Q:
|
How does
it work? |
| A:
|
First, open an account with us by downloading
the free Virtual Casino software located on the
website home page.
Once downloaded, the Virtual Casino logo will appear
on your desktop. Select "New Account"
and enter your desired username and password, along
with your contact information. Please note that
your password is case sensitive so pay close attention
to the case in which it is entered to ensure a successful
first login.
Welcome! Now that your account has been created,
click on the Virtual Casino logo (V) on your desktop
and enter the casino.
You have the option of playing for fun, or wagering
real money. If you have any problems downloading
the Virtual Casino software please refer to the
technical FAQ's #1 and #2. Otherwise e-mail (support@casinosupportcenter.com)
for further assistance.
For deposits and withdrawal options, please refer
to question #1 of the Banking FAQ's, or the Bank
Info section of the web page.
|
| Q:
|
Are the games
fair? |
| A:
|
All of our games undergo rigorous testing by an
independent testing organization - SafeBet - that
randomly tests the outcomes of our games and certifies
them only if they pass. Visit the Security section
of our site and click on Fair Play for more details.
|
| Q:
|
What games
do you offer? |
| A:
|
We currently offer more than 42 exciting games
that includes:
Blackjack, Caribbean Poker, Craps, Keno, Tri-Card
poker, Slot Machines like It's good to be bad,,
Baccarat, Let 'Em Ride, Pai Gow Poker, Red Dog,
American Roulette, War, Video Poker and Bingo.
|
| Q:
|
Is this legal? |
| A:
|
International law is very complex, and we do not
know the specific laws that may apply to where you
live. We operate under strict compliance with all
local laws, and urge you to access our site only
if you know that you are in compliance with your
local laws regarding online gaming. International
law and banking regulations require Virtual Casino
to request players from The Czech Republic, Lithuania,
Kazakhstan, Belarus, Thailand, Ukraine, Afghanistan,
Yugoslavia, Costa Rica, Indonesia, Bulgaria, Iran,
Iraq, Poland, Latvia, Estonia and Pakistan complete
and return a "Fax Back Form".
|
| Q:
|
Are my winnings
reported for tax purposes? |
| A:
|
All transactions are strictly confidential. We
will not report any activity to any government agency.
|
| Q:
|
What currencies
do you accept? |
| A:
|
All wagering is done in U.S. dollars, for simplicity.
However, you may make a deposit with any currency
you like, and we will be happy to credit your account,
in U.S. dollars, at the true bank exchange rate.
|
| |
|
| 2.
Technical FAQ: |
| Q:
|
I downloaded
the casino software using Netscape 6, but it doesn't
work. |
| A:
|
If you are using Netscape 6, you need to use the
'Save as' option instead of the 'Open' option from
this location when you're downloading the casino
software. If you already downloaded the software,
and it is saved as a .dll file, you can simply rename
the file as an .exe filename extension, and it should
then begin working properly.
|
| Q:
|
I'm an AOL
user and I don't know how to get to my desktop? |
| A:
|
In order to find the desktop, you'll have
to minimize all the AOL windows until you can
see the desktop.
On top of the AOL window, you will find three
buttons: the middle one pictures 2 boxes, one
behind the other, the button on the right (an
X) is the button you press to close the window.
Press on the button on the LEFT, which should
be a small line. Please do not close them, since
that would disconnect you from the Internet. The
install icon is a small (V) with the name
Virtual Casino underneath. Once you find it, click
on it and the install window should pop up. You
will need to follow the instructions and it will
help you through the process. Once finished, you
will be able to view the casino icon on the desktop.
The icon will look like small (V) , with the name
Virtual Casino underneath. Open the casino and
create an account by clicking on the create account
button, making sure you are still online, otherwise
you'll get an "Unable to establish connection"
message.
|
| Q:
|
I am trying
to create an account and it tells me that the account
already exists. |
| A:
|
The message you are getting from the computer
claiming that the account already exists means that
the account name you've chosen is already in use
by another player. You need to either modify it
by adding numbers or choosing a less common name.
|
| Q:
|
I am getting
a message that says "Unable to connect." |
| A:
|
If you downloaded the software and it does
not connect, check your Internet connection. Please
note that you have to be online to play at our
casino. If you are connected to the Internet and
you are still experiencing problems, then you
might need to re-download the software, or check
that you are not behind a Proxy server or Firewall.
|
| Q:
|
Why do I
keep getting an Invalid Password message? |
| A:
|
If you have just been disconnected from the
software or didn't exit properly, the system may
still have you marked as logged in. Please wait
approximately 15-20, minutes for the automatic
disconnection and then you will be able to connect.
If you still getting the same message contact
Casino Support at (support@casinosupportcenter.com). You
may also be entering the wrong password. Remember
the account name and password are case sensitive;
so make sure that you are entering them in correctly.
If the problem persists, please contact customer
support at (support@casinosupportcenter.com)
|
| Q:
|
I've forgotten
my password what can I do? |
| A:
|
Please contact (support@casinosupportcenter.com) and
your password will be e-mailed to you. In order
to stop misuse we have to verify the identity of
the request and to speed up the process we recommend
that you include your mailing address and telephone
number, as well as the last four digits of your
credit card number (if applicable).
|
| |
|
| 3.
Banking FAQ: |
| Q:
|
How do I
make a real money deposit? |
A: |
Credit Card - Visa/MasterCard:
Credit card deposits may be made through our eCash
processor from the Bank section of the casino.
Just click on "deposit money", and enter
your credit card information.
Our financial transaction processor handles
multiple alternative payment options. Because
of that sometimes different Processor names may appear
in your monthly statement.
Citadel:
Citadel Commerce is the Secure Way to Pay. Fund
your account via e-check or credit cards. Complete
Privacy. Total Security. Simple Convenience.
Neteller:
Neteller offers convenient money transfers and
payment options to millions of merchants and people
on the web. Use your VISA, MasterCard or your
chequing account to fund your Neteller account.
Signup with Neteller and fund your account in
one easy step.
Western Union:
Our casino can also accept payments through Western
Union. Please contact us at 1-866-BETS-PAY4 to
help you fill out the Western Union form.
Then please call us at 1-866-BETS-PAY4 (International
+ 506-290-8916) with the your Western Union control
number. The funds will be immediately deposited
into your account.
Credit Card Directly to Our Casino:
Please use the deposit button here and submit
your request the forms here, your money will be
credited to your account in the next 30 minutes
or call us at 1-866-BETS-PAY4 (International +
506-290-8916) for detailed instructions for Visa/MasterCard
over the phone.
To open an account via wire transfer:
Remember that we will reimburse all incoming costs!
- Banks require that wire transfers to be completed
in person.
- Call us at 1-866-BETS-PAY4 (International
+ 506-290-8916) for bank wire instructions.
- Wire transfers can take up to 48 hours to
activate your account
To open an account with a Certified Check:
- Call 1-866-BETS-PAY4 for more information
about how to fill out your Certified Checks.
You can obtain a certified check at banks, convenience
stores, etc.
DO NOT SEND CASH!!!
- Courier service can take up to 2 days to arrive
in Costa Rica. Your account will be updated
when the check arrives
TELEPHONE: 1-866-BETS-PAY4
(International + 506-290-8916)
UPS: 800-PICK-UPS
FED EX: 800-GO-FEDEX
DHL: 800-CALL-DHL
DO NOT SEND REGULAR MAIL!!!
You can expect the package to take 2 days to arrive
in Costa Rica. Payout will be available only after
the package arrives.
Reminders:
Our Casino will reimburse costs incurred to deposit
$50 or more into your account. We will credit
these costs into your account!
|
| Q:
|
Why can't
I deposit? |
| A:
|
Please ensure that the address on your account
at Virtual Casino matches the address on your credit
card account and you have the correct
email address in your account information.
If all of your information is correct - the processor
may be temporarily unavailable. Please try again
later. For any questions or concerns regarding failed
or denied credit card transactions, or if you need
to update/change your casino account information,
please contact (support@casinosupportcenter.com.)
|
| Q:
|
How do I
make a withdrawal? |
| A:
|
Requests for withdrawals are processed through
the banking section of the software. Just tell
the software how much of your balance you wish
to withdraw and the delivery method.
Visa withdrawals are automatically credited back
up to the amount of the original deposit. Any
winnings exceeding the original amount deposited
will be paid out via Cashier's Check or Western
Union.
The minimum withdrawal amount is $25. Requests
for winnings must also be $25 or greater, which
is in excess of the amounts deposited. Players
may request a withdrawal from their account at
any time, but are limited to four withdrawals
per month. The total withdrawal amount cannot
exceed $5,000 per month.
|
|
|
| Q:
|
How long
will it take to get my withdrawal? |
| A:
|
Credit card account requests that are 3 days
old will be authorized twice a week. Cashier's
check requests will be reviewed for approval
within 7 business days. Management reserves the
right to deny/withhold Cashier's check withdrawals
until such time that all casino account security
concerns can be satisfied. It can take up to another
72 hours for Visa withdrawals to be redeemed depending
on how long it takes the issuing bank to process
a "returned purchase
For Cashier's check payouts you can expect
delivery within 7 business days, depending on
international delivery. For successful draft delivery
we require that your mailing address, home phone
number, full name, and e-mail address be accurate.
|
| Q:
|
What is Coupon? |
| A:
|
Coupons are the bonus options available to
you with your casino deposits. They have some
prespecified percentage of your deposit or a fix
amount which can be redeemed by you on your next
deposit. There are two types of redemption options
are available
- No Play through: in this type
of coupon bonus money will be immediately kicked
in your account, ready to play.
- Play through: in this type of
coupon you have to play through ( wager) a certain
number of times your original deposit and bonus
will be kicked in after that.
e.g: if you deposited $100 and coupon is configured
for 4 times play through bonus will be kicked
in after you wager(total bets) $400.
|
| Q:
|
How do I
redeem a Coupon? |
| A:
|
Simple. When you sign up and download the
Virtual Casino software you will be asked for
your e-mail address. You will receive bonus offers
sent to that e-mail address. All you have to do
is follow these six easy steps to redeem your
bonus coupon:
- Look for the five-digit alphanumeric code
in the e-mail or newsletter sent to your address.
- Log into the casino and click on the "Bank"
button.
- Click on "Redeem Coupon", enter
your coupon code and hit redeem. You must redeem
your coupon before you make your deposit.
- Click on the "deposit" button and
make your deposit.
- Enter the casino and complete the play through
requirement if there is any for the coupon.
Play through requirements refers to the minimum
total bets placed before the coupon will be
redeemed. For example, 4X play through on a
$100 deposit is $400 wagered.
- Log off and log on again - your bonus will
be automatically credited to your account.
Once your bonus is credited, it is yours to
either play with or withdraw.
|
| Q:
|
How do I
redeem my Virtual Casino Comp/Reward points? |
| A:
|
You simply enter the casino bank and click on
the "spend" button next to your comp balance
located on the top left hand corner. You will be
end up on a form where you filled your information
and Virtual Casino support will then receive your
request and redeem the points for you. You can directly
reach Comps option through the Comps button on the
menu here. Please give us 24 to 48 hrs for redemption.
You will receive an e-mail response when your
points are redeemed. The minimum amount of Virtual
Casino Comp/Reward points you can redeem is 5000.
The maximum redeemable amount is $1000.00 daily. Should
you have any questions regarding Virtual Casino's
Comp/Reward points e-mail (comps@casinosupportcenter.com)
|
| |
|
| 4.
Security FAQs: |
| Q:
|
How secure
is my information? |
| A:
|
Virtual Casino and all its members casinos will
not provide any of your information, (name, address,
phone number, credit card, or win/loss balance)
to anyone (including government agencies), unless
there is suspicion of criminal activity on the account.
|
| Q:
|
What happens
if I break one of the rules & regulations? |
| A:
|
Our security staff will generally spot violations
of the rules and regulations. In that event they
will contact you via e-mail. In some circumstances
they may ask you to complete and return a Fax Back
Form.
|
| Q:
|
What is a
'Fax Back Form', and where can I request one? |
| A:
|
'Fax Back Form' is a way for Virtual Casino and
our Payment Processing companies to verify the personal
and banking information on your account. By filling
out and returning the form, Virtual Casino will
be able to ensure smooth operation of you account,
and allow players to play for money from countries
that had previously been blocked. Click here to
download the fax back form. The form can also be
requested from (support@casinosupportcenter.com).
You can FAX it to our Fax number +506-296-7463 or
Toll Free Fax number 1-888-579-4555.
|
| Q:
|
Why do I
have to complete a 'Fax Back Form' before I can
deposit real money? |
| A:
|
Our systems will automatically place a suspension
on any account that accesses our systems from certain
countries. These countries either have banking rules
that make it difficult for financial transactions
to occur, or have a history of fraudulent activity.
|
| Q:
|
Why do I
have to complete a 'Fax Back Form' when I have been
playing for real money already? |
| A:
|
There are situations when our systems will
tell you that you cannot deposit or withdrawal
without a 'Fax Back Form'. This is usually caused
by some credit card activity on the casino account.
If you use a credit card on more than one casino
account our systems will suspend the account and
ask you to send in a 'Fax Back Form'. If at any
time you are having trouble with the software
and it mentions a 'Fax Back Form' contact us at
e-mail, telephone, live chat, and we will be more
than happy to explain your situation.
|
| |
|
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