ACCOUNT

How do I create an account?

Simply click the "Sign Up" button and follow the instructions.

How do I change my password?

Simply click "Login" and then "Forgot your password?" and follow the instructions.

How can I change my email address?

Email Addresses are automatically assigned as login username which is make it complicated to change. In the rare event you need your email address to change, please contact support that will need to assess the request.

Who can create an account?

Please note, you can only create an account in your own name. It is not allowed to open accounts for someone else or work as an agent.

Anyone who is more than 18 years of age and not resident of these countries:

Afghanistan, Anguilla, Antigua and Barbuda, Bangladesh, Cayman Islands, Cuba, Cyprus, France, French Guiana, French Polynesia, French Southern Territories, Greece, Guadeloupe, Guernsey, Guyana, Hong Kong, Hungary, Iran, Iraq, Isle of Man, Israel, Italy, Lebanon, Libya, Lithuania, Macao, Malaysia, Martinique, Mayotte, Myanmar, Philippines, Reunion, Saint Martin (France), San Marino, Saudi Arabia, Sint Maarten (Netherlands), Spain, Sudan, Suriname, Syria, Taiwan, Tunisia, Uganda, United Kingdom, United States, Virgin Islands, U.S, Yemen and Zimbabwe.

Why am I not able to create an account?

Make sure you have filled in all the fields in the registration process correctly and that there are no errors. Please also note, that you are not allowed to have more than 1 account per person/IP/address or household.

If you already have an account, but can't remember the password, then simply click Login > Forgot your password? and follow the instructions.

You could also try to use another web browser, that can sometimes be the issue.

If none of the above helps, you are more than welcome to contact our customer support team via live chat or email and we will be glad to help you.

I just created an account, but I can't login?

You need to activate your account either via email or mobile phone via the code that was sent to you, before you can login. If you have not received this code, please contact our customer support team, who will be happy to assist.

I can't login, what's wrong?

Firstly, double check that you are using the right email address and account details to login.

If you are unsure of your password, please click Login > Forgot your password? and follow the instructions.

If you have tried to login several times using wrong details, it could be your account has now been temporarily locked for security reasons. Please contact our customer support team, who will be happy to assist.

How do I change my account details?

It is not possible to change your account details. Customer must contact KYC department

How can I verify my account?

As soon as you have created your account, it’s always a good idea to complete verification. This is done by going to your account setting, then document section, where you simply follow the instructions and upload the documents required. Once uploaded, your documents will be reviewed by our team, once your documents have been verified you will be notified.

Verifying your account early on will help you avoid this step once you would like to withdraw funds and ensure a smoother experience.

If you have any questions at all, please contact our customer support team via live chat or email.

In order to be able to verify your account, you will need to upload the following documents:

A proof of identity which can be one of the following:

• National ID

• Passport

• Driver Licence

In order for your address to be verified, please provide us with a photograph of the whole page of a proof of address, issued in your name, within the last 3 months.

The accepted documents are bank/ card statements with your latest transactions and utility bills such as electricity, water, landline, gas, heat, mobile phone bills.

We do not accept letters, receipts, notes, mortgages, loans, statements of fees, insurances, prescriptions, tv licenses, payslips or vehicle titles as proof of your address.

A proof of funds, depending the method you deposited:

In order for your card to be verified, the following documents are accepted:

• Photograph of your card.

Please note that the first 6 and the last 4 digits should be visible, as well as, the cardholder's name and the expiry date.

In order for your e-Wallet to be verified, the following documents are accepted:

• Screenshot of your e-Wallet account with all the account details visible.

In order for your IBAN to be verified, the following documents are accepted:

• Bank Statement or an official bank document that clearly states the IBAN and the accountholder's name.

Please note that the documents we accept are specific, and should be in PDF form or photographs of a physical copy.

We cannot accept mobile screenshots, cropped or scanned files.

All the documents must be uploaded to your gaming account and must be in jpeg, png or pdf format. Each file that you upload shall not exceed 3MB in size.

To upload your documents please click on your Icon -> My profile - > Documents tab -> Select the type of the document -> Choose file -> Verify.

We thank you in advance for your cooperation and look forward to hearing from you.

Why do I need to verify my account?

The verification procedures are there to protect from fraud, money laundering and identity theft.

Any serious casino licensed with the relevant Authorities, must comply with these regulations, which are standard across the industry.

All documents you send to us are stored in a safe environment and are only accessible by authorised personnel. Your documents and information will never be shared with a third party.

Can I change the currency of my account?

No, once you have set the currency of your account, its not possible to change it.

How do I close my account?

The customer needs to access his/her personal Account and access the Responsible Gaming tab where he/she can find the available periods οr follow the link. After the customer makes his/her selection, then he/she needs to click on 'Save' to submit the request. The request will be accepted immediately and the customer will receive a confirmation popup. Revoking a Time-Out or definite Self-Exclusion period can only occur after 24 hours from the initial request. Revoking an indefinite Self- Exclusion, can only occur after 7 days from the initial request and at Company’s sole discretion. ‘Time-Out' and 'Self-Exclusion' is a formal process, where the customers, at their discretion, request to be barred for a definite period. 'Time-Out' and 'Self-Exclusion' shall become effective immediately. During this time, we cannot accept deposits or bets. Any ongoing bets will remain active and any winnings will be paid to the customer after the event is over.

Please contact us if you require any further information or assistance on Time-Out or Self- Exclusion options.

How do I re-open my account?

Upon setting a limit or exclusion in the manner contemplated above, you can only request a revoke by written notice or electronic notice sent to us. We will take such requests under consideration;however, it will be on Company's absolute discretion to deny such request.

BONUSES AND FREESPINS

How do I get a bonus?

We urge all of our players upon registration to go straight on our Promotions page and check all available Bonuses we offer! Moreover, bonuses can exist on other places as well like on Calendars, Tournaments etc. Finally, keep an eye on your Email's inbox as we tend to communicate exclusive bonuses through that channel

What is a welcome bonus?

New players who have not before registered an account with YourCasino, might be eligible* for a welcome bonus.

A welcome bonus is bonus money that YourCasino gives you to get started, however please note that you need to make a deposit to receive a bonus and any bonus comes with terms and conditions, which you should familiarize yourself with or ask our customer support team via live chat or email.

Can I withdraw if I have a bonus on my account?

No, it will not be possible to make a withdrawal until the wagering requirement has been completed.

What is a wagering requirement?

Whenever you receive a bonus or freespins of any kind, they will usually come with a wagering requirement.

An example could be a wagering requirement of x35.

This means, that you have to play through your receive bonus amount 35 times, before you have turned your bonus money into real money, which can be withdrawn. In other words, if you have received €10 in bonus money with a x35 wagering requiement, you will need to bet/play for €350 before your bonus money turns into real money, which can be withdrawn.

Please also note, that certain games does not count towards your wagering requirement. For more details, please read the full Terms and Conditions document.

How do I know when I have completed my wagering requirement?

Once logged in, find the Rewards section on the main page, click "view more" and then "Active bonuses", here you can find all details about your active bonuses, including how much you have left to wager.

Can I cancel my bonus?

If you have not yet started playing after receiving your bonus, it is possible to remove your bonus if done by mistake. Simply contact our customer support team via live chat or email to do so.

If you have already started playing after receiving your bonus, it's no longer possible to cancel your bonus.

What are the bonus terms and conditions?

As each bonus has its own Terms & Conditions, you are strongly advised to visit the bonus in question and check the specific Terms & Conditions. Also, you can find on General Terms & Conditions more generic terms regarding Bonuses. Bear in mind that Exlclusive Bonuses come with their own special Terms that can be found either on dedicated pages or e.g within the email you might receive the Exclusive Bonus.

What are freespins?

A freespin is exactly what the word says - a free spin on a certain game title.

If you have received or won freespins, they will normally be linked to a certain game. To use your freespins, simply open up that game and you will find the freespins waiting for you inside the game, most games will give you a notification like "You have 10 freespins" or similar when opening up the game.

Please note freespins can expire, so if you don't see or get notified about your freespins when entering the game, they are most likely expired and any spins on the game will be deducted from your real money balance. We encourage you to ensure the freespins are available, before you start playing.

If you have any questions, please contact our customer support team via live chat or email.

Does freespins have wagering requirements?

Yes, freespins always have wagering requirements.

For freespins awarded, without making a deposit, wagering requirement is x50 (unless otherwise mentioned) and any winnings are capped at €50.

For freespins awarded, after having made a deposit, wagering requiement is x50 (unless otherwise mentioned) but there is no winnings cap in place.

We recommend reading the full Terms and Conditions for further information.

DEPOSITS

How do I deposit?

After you have logged in, simply click the deposit or balance button in the left menu and follow the instructions.

I'm trying to deposit, but it does not go through?

Please make sure that all required fields are filled in correctly.

Double check that you have available funds on the card or account you're trying to use.

Check if your card or account have any restrictions or limits on online and/or international payments. Contact your bank or card issuer for more information.

Try another web browser, sometimes this can help.

If the above does not help, please contact our customer support via live chat or email.

I made a deposit, but I can't see my money?

If your deposit was confirmed, the funds are on their way. Depending on the deposit method you have chosen, the time it takes before the funds reach your account vary. However, if depositing via card, most e-wallets or Trustly bank transfer, the funds should be available more or less immediately.

If this has not happened, please wait a couple of minutes and then refresh your webpage. Alternatively, try and log out and back in.

If your funds are still not visible, please check your bank account to double check that the funds actually has left your account. If they have, then please contact our customer support and we will immediately investigate this issue for you. Please note, we might ask you for screenshots from your bank account, clearly showing the funds have left your account.

Do you charge a fee when depositing?

We may charge fees on withdrawals depending on the region (outside SEPA region)

What is the minimum deposit?

Minimum is 15 euros or currency equivalent

Can I deposit using someone else's card or account?

No, you can only use a payment method registed to your own name. Any attempt to use someone else's card or account may lead to your funds confiscated, winnings forfeited and your account permanently closed, as we take payment security very seriously at YourCasino.

TECHNICAL

I was playing and suddenly the game stopped? Now what?

This can happen if you loose internet connection or for some other reason loose connection to the game server. Unfortunately the nature of internet connections is that the signal strength goes up and down at various times of the day, depending on your location, country and many other variables.

Should this happen, don't worry. The game server will remember everything and once you manage to re-connect, you can continue where you left of.

If you had clicked the spin button and you lost connection while spinning, the game will automatically finish the game round and any winnings will be paid out your account anyway.

You are always welcome to contact our customer support via live chat or email if you need further help.

My game froze while I was playing - what should I do?

Not to worry. Each spin is saved in database and if you lose internet connection or the game gets interrupted in some other way, simply restore the internet connection, log out and back in or perhaps refresh the page. Then enter the game again and you will continue where you left of.

If you were in the middle of a spin, the game will usually finish the game round automatically and any winnings you might have had, will have been paid out to your account as usual.

You are more than welcome to contact our customer support via live chat or email should you need further information.

WITHDRAWALS

When do I receive my withdrawal?

Payments are processed in a time not exceeding 72 hours starting from the moment that the request has been approved by the Payments Department. Before the first payment is made to the User via electronic payment methods (e-wallets, instant bank transfers, etc.), the client is obliged to upload all necessary documents at the relevant section under My Account.

Once our team has processed your withdrawal request, your chosen payment method determines how fast you will receive your money. If you are using certain e-wallets, the withdrawal will be more or less instant, once processed by YourCasino. If you are withdrawing to your normal bank account, it can take up to 3-5 bank days before the funds are in your account, depending on which bank you use and how fast they are at processing payments.

We suggest you wait 3 days. If you still haven't received your funds by then, please do contact our customer service team and we will be happy to help you with this.

Why can't I make a withdrawal?

There can be several reasons why you cannot place a withdraw request. In order to request a withdrawal, you must first successfully complete your account verification process. Also, You must use the same validated payment method that you used for your last deposit to make your withdrawal request. Another case is if you have an active bonus, you can place your withdrawal request after you fulfil the wagering requirement.

Do you have a minimum withdrawal limit?

Minimum withdraw option is determined by the payment methods that you'll use and it varies on most of the cases between 25EUR and 100EUR. These minimum amounts are fixed and cannot be altered. You can also find the minimum and maximum limits within the withdraw page on each payment method.

Is there a fee when withdrawing?

There might be some fees on bank transfers outside SEPA region (around 20eur).