| 1.
General FAQ: |
| Q: |
What
is Virtual Casino? |
| A: |
Virtual Casino
is a group of few hundred online casinos, they are just
like an ordinary casino that you might find almost
anywhere in the world, except that you can play
from the comfort of your own home. They all share
the Virtual Casino software.
|
| 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:
A New Bingo, a new slot machine It's good to be
bad, new European Slot Poker, Blackjack, Caribbean
Poker, Craps, Keno, Tri-Card poker, Slot Machines,
Baccarat, Let 'Em Ride, Pai Gow Poker, Red Dog,
American Roulette, War, and Video Poker.
|
| 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.
|
| Q: |
I
Forgot my password, what do I do? |
| A: |
 Simple,
just click here and follow the instructions (click
here) |
| |
|
| 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).
|
| Q: |
I
Forgot my password, what do I do? |
| A: |
Simple,
just click here and follow the instructions (click
here) |
| |
|
| 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 Commerce
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.
:
Our casino can also accept payments through Western
Union. Please contact us at 1-866-BETS-PAY to
help you fill out the form.
Then please call us at 1-866-BETS-PAY (International
+ 506-290-8916) with the your control
number. The funds will be immediately deposited
into your account.
On Demand Funds
Is a credit card processor just like the ones
online but your bank won't block it!
You're just a phone call away from your win! By
using On Demand Funds.
Just call toll free 1-866-669-4633. It's Safe, Easy
and your bank won't block the transactions!
When you are asked for our Merchant Number tell
them " 78647484 ".
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-PAY (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-PAY 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-PAY
(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.
Please keep in mind that Overnight Express Cashier's
checks and payments get sent out twice
a month. For successful draft delivery we require
that your mailing address, home phone number, full
name, and e-mail address be accurate.Whenever is
applicable, once you are paid the max cash out amount
of your deposit (based on the coupon used or total
bonuses received), the excess funds are cleared
from your account.
All requests for payment may take approximately
within 5 - 10 business days,unless otherwise stated
or agreed upon.
|
| Q. |
How often may I cash out? |
| A. |
You may submit
one withdrawal every 8 days.
|
| Q. |
Can I redeem a coupon or receive a bonus if I reverse
a pending withdrawal? |
| A. |
Reversing a
pending withdrawal back to your casino balance does
not count as a deposit, therefore you may not claim
a bonus on any reversed withdrawal amount.
|
| 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.
|
| |
|
General
FAQ 
