Contact and Support
How do we get in touch if something goes wrong?
Our support team is reachable through live chat and email, with live chat generally being the quickest way to get an answer during busy hours. We aim to respond to most queries within minutes rather than hours.
What hours is our support team actually available?
Our team operates around the clock, seven days a week. Poker doesn't keep office hours, so neither do we.
Can we expect a different response time for complex issues?
Straightforward questions about deposits or table rules tend to get answered almost immediately. Anything involving account checks or payment investigations takes a bit longer because our team needs to look into the details properly before replying.
Is there a phone line we can call directly?
We don't currently operate a dedicated phone line for player support. Live chat and email cover everything from account questions to game disputes, and our agents are trained across all the areas you're likely to need help with.
Do we need an account to contact support?
No, you can reach out with general questions before registering. Once you've got an account, having your username ready just speeds things along.
Casino Games and Fairness
How do we make sure our games are fair?
Every game on our platform runs on certified random number generation, tested by independent auditors. This applies whether you're sitting down at a poker table or spinning something in our casino section.
Can other players or the house see our cards before we act?
Never. Our poker platform is built so that hole cards stay private until a hand resolves naturally. The architecture simply doesn't allow that kind of visibility to anyone, including us.
What stops someone from using software to gain an unfair edge?
We actively monitor for bots, scripts, and collusion across our poker tables. Accounts flagged for suspicious play patterns get reviewed, and where rules have clearly been broken we take action, including suspension.
Are the odds the same for everyone playing the same game?
Yes. There's no tiered advantage based on deposit size or play history. The outcome of a hand or spin is governed by the same certified mechanics for every player at the table.
Where can we check the fairness certification ourselves?
Details on our testing and certification are available through our platform, and we're happy to point you to the relevant documentation if you contact support directly.
Payments, Deposits, and Withdrawals
What methods can we use to fund an account?
We support a range of options, including cryptocurrency deposits alongside more traditional methods. The exact list depends on your account region, so it's worth checking the cashier page directly.
- Cryptocurrency transfers
- Debit and credit cards
- Selected e-wallet options
How long does a withdrawal actually take to clear?
Crypto withdrawals are typically the fastest, often clearing within the hour once processed on our end. Card and alternative methods can take longer depending on the provider, sometimes a few business days.
Why would a withdrawal get delayed or held?
Most delays come down to pending verification or a mismatch between deposit and withdrawal methods. We flag these automatically rather than letting funds move before checks are complete, which protects both your account and ours.
Is there a minimum or maximum amount we can withdraw?
Yes, limits apply and they vary by payment method. These figures are listed clearly in our cashier section before you confirm a withdrawal request.
Do we get charged fees for deposits or withdrawals?
We don't apply our own processing fees on most standard methods. Network fees for certain crypto transactions may still apply, depending on blockchain conditions at the time.
Bonuses and Promotions
Bonuses come with conditions because we need to balance generosity with sustainable play. Every promotion we run has terms attached, and these are listed in full before you opt in.
What's the wagering requirement on a typical bonus?
Requirements vary by promotion, so we always display the specific multiplier and eligible games on the offer page itself. Reading this before claiming saves confusion later.
Can we use more than one bonus at a time?
Generally no, unless explicitly stated otherwise on a particular promotion. Stacking offers isn't something we allow by default, since it complicates tracking and fair distribution.
What happens if we don't meet the wagering requirement in time?
Unused bonus funds and any related winnings are typically removed once the expiry window closes. The exact timeframe is always stated upfront, so there shouldn't be any surprises.
Are promotions available to everyone on our platform?
Eligibility can depend on region, account status, and sometimes deposit history. We list these conditions clearly so you know where you stand before claiming anything.
Can a bonus be withdrawn if we decide not to use it?
You're generally free to decline a bonus, though once wagering has started, different rules may apply. Our terms page outlines the specifics for each individual promotion.
Technical Assistance
What do we do if the client won't load properly?
Start with a basic refresh or restart of the application, which resolves most loading issues. If that doesn't work, clearing your cache or reinstalling the client usually sorts it out.
Why does our connection sometimes drop mid-hand?
This is often down to local network stability rather than anything on our side, though it can occasionally happen during server maintenance. We provide sit-out protection in most cases so a dropped connection doesn't cost you unfairly.
Does our platform work across different operating systems?
Yes, our software is built to run on Windows, Mac, and through browser access depending on your setup. Mobile play is also supported through our app.
What should we do if a game freezes entirely?
Closing and reopening the client typically clears a freeze without affecting your table position. If the issue persists, contacting support with a screenshot helps our technical team diagnose it faster.
Is there a way to report recurring technical bugs?
Absolutely, our support team logs every reported issue and escalates recurring patterns to our development team. The more detail you give us, the quicker we can investigate.
Account Management
How do we update personal details on our account?
Most basic details can be changed directly through account settings. Anything tied to verified documents, like your name or date of birth, needs to go through support for security reasons.
What happens if we forget our password?
Use the password reset option on the login screen, which sends a secure link to your registered email. This keeps the process simple while making sure only you can regain access.
Can we have more than one account?
No, our terms limit each individual to a single account. Multiple accounts linked to the same person can result in restrictions, so it's best avoided entirely.
How do we verify our identity for the first time?
Verification exists to protect both your funds and the integrity of our platform. Typically this means uploading a form of photo ID and sometimes proof of address, which our team reviews within a short window.
Can we close our account permanently if we want to?
Yes, you can request closure at any time by contacting our support team. We'll confirm the request and process any remaining balance according to our standard withdrawal procedures.
Live Casino Games
What live games are available on our platform?
We offer a selection of live dealer tables covering popular formats, streamed in real time from professional studios. The lineup is periodically refreshed to keep things interesting.
Are live dealers actually real people?
Yes, every live table is run by a trained human dealer broadcasting in real time. Nothing is simulated or pre-recorded in that part of our offering.
Can we chat with dealers or other players during a live session?
Most of our live tables include a chat feature, letting you interact with the dealer and sometimes other players at the table. We ask that conversations stay respectful, as with any shared space.
Is there a difference in fairness between live and RNG-based games?
Live games rely on physical outcomes, like an actual card shuffle or wheel spin, rather than algorithmic generation. Both formats are monitored closely, just through different fairness mechanisms suited to each.
Do live casino games count toward bonus wagering?
This depends on the specific promotion, as some bonuses exclude live tables or apply reduced contribution rates. Checking the terms on each offer tells you exactly where live games stand.
We're committed to responsible gambling and want every player on our platform to stay in control of their play. If gambling stops being fun or starts affecting your daily life, free and confidential support is available through GamCare on 0808 8020 133. Our platform operates under Curaçao licence 8048/JAZ, and we provide tools including deposit limits and self-exclusion options for anyone who needs them. Gambling is restricted to those aged 18 and over.