Frequently Asked Questions

Creating an account with an online casino is easy. Look for a Sign-Up button (usually on the top right-hand side of the page). Then, just complete all the information and confirm your email. You’ll need to provide your name and some other personal information (like your address and phone number). Make sure you check out which bonuses you can activate when you sign up!

No, you can only register one account at each casino. Most casinos have strict policies about only allowing one account. If you do create more than one account, you’ll violate the rules of the casino, which could mean your account is closed. Any money won through bonuses claimed with an additional account may also be confiscated.

If you forget your password, most casinos will allow you to reset it. You’ll need to provide your email address to be sent a link to create a new password. If you’re still having issues, get in touch with the casino’s customer service team.

If you forget the email address that you registered with, reach out to the customer service team. They can help you log back into your account. You’ll need to provide some personal information so they can verify that it’s you before accessing your account.

If you haven’t received an email to reset your password, check your Junk email folder. If there’s no sign of it, revisit the casino page and double-check that you’ve entered the correct email. If you’re still experiencing issues, contact the customer service team.

It’s pretty straightforward to update or change your casino account details. When you’ve logged into your account, head to your account settings or profile page. Each casino will have a slightly different set up, but you should be able to edit the information to make changes to your account.

Unfortunately, it’s not possible to change your username at many online casinos. When creating your account, make sure you set up a username that’s easy to remember and provides the level of anonymity you’re looking for. You won’t usually be able to make edits once your account has been created.

You can easily update your password in your Profile. Navigate to your account and check in your settings. This is usually where you can change your password. You’ll be asked for your current password before making changes.

No. Unfortunately, it's not usually possible to change your email address once you’ve already set up your account. We recommend using your primary email addresses so you don’t have any issues.

You can easily add or change your preferred payment method in your account settings. Head to the cashier’s section and choose from the available payment methods at the casino.

To add currency to your account or change to another currency visit your account settings. Most casinos will offer an ‘Add Currency’ button so you can select your preferred currency from a drop down list. You can usually add as many currencies as you like. But you’ll only have one active currency while playing.

Yes, you will need to verify your account at most casinos to make transactions. Some casinos will let you make a deposit without full verification. But if you want to withdraw casino winnings, you typically need to verify your account before you can request a withdrawal. Each casino has slightly different rules so check the T&Cs of your chosen casino to find out more.

You need to submit documents to verify your identity, so the casino knows who you are. This is part of the Know Your Customer process which is mandatory for licensed and regulated casinos. This process helps to prevent fraud and creates a safe gambling environment for everyone.

To submit documents to verify your account make sure you follow the steps provided by the casino. Each site will have slightly different rules. For example, file size limits and acceptable file formats, like PDF or JPEG. When you’ve logged in, look for a documents section within your account where you can usually upload the required information.

Casinos are typically pretty fast at approving your ID documents. It usually takes less than 24 hours as long as you follow the steps provided by each casino.

Yes, a casino may refuse your ID documents if they don’t meet their requirements. Each casino needs to follow the rules set out by their licensing authority. If there’s an issue with your documents, the casino will usually ask you for alternative documentation so they comply with the KYC process.

If you play at a reputable, licensed and regulated casino you can be confident that games are 100% fair. Games at high quality and regulated sites use certified random number generators. Look out for logos of testing authorities when playing at different casinos.

Not all online casino games are provably fair. The concept of provably fair gaming is more commonly associated with specific types of online casinos, particularly those that cater to cryptocurrency users. It’s a trust pact between a game provider and a player that guarantees each game is fair and verifiable by using smart maths and cryptography.

Yes, you can play many online casino games for free. Casinos offer players the opportunity to test out games in demo mode without having to make a deposit. There are plenty of online pokies and table games available for free play.

Certain games aren’t available if you’re playing with an active bonus. That’s because some bonuses only let you play selected games. For example, jackpot or progressive games are typically excluded from bonuses and promotions.

To find the game rules look for a "Help," "Info," or "Rules" button within the game itself. This is often represented by a question mark or information icon. You can also check the casino's main menu for sections like "Game Guides," "How to Play," or "FAQ," which often provide detailed info about game rules and gameplay.

Sometimes you can’t access all the games listed on the casino because some software providers aren’t available in Australia. Make sure you check you can access the games you’re interested in before signing up to the casino.

There are lots of different games at online casino sites. You can find classic games similar to traditional casinos (e.g. poker, blackjack and roulette), along with exciting online versions. There’s also a bigger range available online, including hundreds of online pokies and live dealer games.

A match bonus works when you deposit money into your account, and the casino gives you a cash bonus. There are different types of match bonuses. A 100% cash bonus matches your entire deposit, so if you deposit $100 your cash bonus is also $100. If you activate a 50% match bonus and deposit $100, you’ll get a $50 cash deposit bonus into your account.

A free spins bonus gives you a set number of free spins to use on specific pokies. It’s usually only eligible when you make a deposit and valid for specific pokies. There’s also typically a betting amount you need to use for each spin. We recommend checking out the terms and conditions before activating any free spins bonus.

To claim a welcome bonus at an online casino, you typically need to make a deposit after opening your account. Some welcome bonuses are only activated with a minimum deposit, usually around $20. Some casinos may ask you to input a bonus code, while others are automatically activated when you make a deposit.

Wagering requirements are conditions of bonus offers. They refer to the amount you need to bet with your own money before you can withdraw any of your winnings made from your bonus. For example, if you activate a $50 deposit bonus with a 20x wagering requirement, you need to wager $1,000 (50 x 20) to meet the requirements.

If your wagering requirements aren’t decreasing even after playing games and making bets, check out which games are eligible. Different types of games count differently towards your wagering requirement and some are excluded altogether.

Many casinos will assign promo codes for no deposit bonuses. When you visit the online casino, they’ll promote bonuses on the homepage or under the Promo or Bonus section. Check for any no-deposit bonuses and follow the steps to activate your bonus.

Once you’ve activated a bonus, the bonus details will appear in your profile, usually under a Bonus section. You can see your active bonuses and how much you still have left to wager.

You can cash out your bonus once you’ve met the wagering requirements and any other T&Cs set by the casino. Once these are met, just head to the Cashier page, choose Withdrawal and select a payment method.

No, you don’t have to take the welcome bonus. Although at some casinos, bonuses can be automatically applied to your account when you sign up. If you don’t want it, visit the Bonus section of your account and refuse, opt out or unsubscribe from the bonus. If you’re having issues or can’t find how to remove the bonus, contact customer support.

Yes, you can withdraw your winnings from free spins - as long as you’ve met the wagering requirement of the free spins offer. Once these are met, you should be able to go to the Cashier page, hit Withdrawal and take out your winnings.

A loss limit lets you limit how much you can lose daily, weekly or monthly. When you set a loss limit it’s effective immediately. You’ll be notified via email when you reach your limit. If you want to increase or cancel the limit, it takes a few days to a week (depending on the casino) to process.

A wager limit controls how much money you want to wager daily, weekly or monthly. You can decrease this limit at any time and it’s immediately effective at most casinos. If you want to increase or cancel this limit it typically takes about a week to process. .

Setting a session limit is easy to set up at most online casinos. Head to your account settings and look for either account settings, responsible gambling or player protection. Enter the amount of time you want to set for your session limit (e.g., 30 minutes, 1 hour, 2 hours). Most casinos will automatically log you out or notify you when you’ve reached your limit.

Yes, most reputable casinos will let you self exclude. You’ll find this option in your online casino account settings.

A cooling-off period lets you take a temporary break from gambling for a specified period. This usually ranges from 24 hours to a few weeks. During this time, you can’t log into your account, make deposits or activate any promotional offers.

Yes, you can temporarily close or freeze your online casino account. Many casinos let you deactivate your account for a specified period. You’ll typically need to contact the customer service team at the casino to find out how.

Yes, you can permanently close your online casino account. Most casinos offer a close account setting in your profile. Or you can contact customer service. Some casinos may not let you reopen a new account once you’ve closed an account. Make sure you want to permanently close the account before making a request.

Yes, most online casinos let you set your own deposit limits to help you gamble responsibly. Head to your account settings and look for deposit limits. You can usually set a limit per day, week or month. If you’re having trouble, get in touch with the casino’s customer service team.

Bankroll management is about effectively managing your money. It means setting a budget for how much you can afford to lose, determining bet sizes and establishing loss limits. Good bankroll management helps to minimise the risk of significant financial loss and lets players maintain control over their gambling activities.

When you play online casino games it’s not possible to cancel your bet. Once you place it during game play it can’t be cancelled or changed.

Yes, you can view your betting history within your account. Most casinos will have a History section on your profile that lets you see previous bets made.

Yes, Return to Player (RTP) is very important. The RTP refers to the percentage of all wagered cash that an online pokies game may payout. For players, the higher the RTP, the better chance of a payout!

Online casino tournaments take place at different online casinos. Some tournaments are offered daily and others are run over a longer period. You’ll need to play designated games and place bets to climb the leaderboard. If you end up at the top, you’ve got a chance of winning fun prizes.

Trophies, or collectables, are usually given to players for completing different tasks as part of loyalty reward programs at online casinos. Each casino has different rules, but some let you trade in your trophies for rewards like cash prizes or free spins. Check out the terms and conditions of your preferred casino to work out if they’re worth collecting.

No, you don’t need to download an app to play at online casinos. Most casinos are fully optimised for mobile play without needing an app. If the casino does have an app, remember that often the game selection is slightly reduced.

Plenty of devices offer great gameplay experiences. Tablets (e.g. iPad or Samsung Galaxy) are great because of their larger screen size. But unless you’ve got a SIM for your tablet, you’ll need to be connected to WiFi to play. Smartphones let you play on the go, and most brands work well for online casino games.

Online casino regulation worldwide is managed by various authorities. Prominent regulators include the Malta Gaming Authority, the UK Gambling Commission, Gibraltar Gambling Commission and the Isle of Man Gambling Supervision Commission. Curacao offers a more cost-effective licensing option but is seen as having less stringent oversight. There isn't a specific Australian online casino licence because the Interactive Gambling Act 2001 (IGA) prohibits the offering of most online casino games to Australian residents by local operators.

RNG stands for Random Number Generator. It’s a system or algorithm that is used to produce random sequences of numbers, which can’t be predicted or replicated. RNGs are crucial when you’re playing online casino games because they ensure fairness and unpredictability.

Each casino will have different ways to contact customer service reps, from live chat, to email and even phone support. Look for a Contact Us section of the website to determine the best way to get the support you need.

To find out if a casino is safe we recommend checking if it has a casino licence. This is usually found at the bottom of the homepage. If a site is licensed it means it’s been independently verified and needs to meet strict operating standards to maintain operations. Also look out for security credentials and whether the casino is transparent (e.g. listing payout percentages). Player reviews are another great way to find out if a casino is safe.

Yes, when you play at a reputable and licensed casino online your information is secure. When you log in, all communication between your web browser and the online casino is typically encrypted. This keeps your personal information and your gambling activity confidential.

Two-Factor Authentication (2FA) is a security measure that requires players to provide two forms of ID— a password and another method—to verify their identity when logging into an account. It makes accounts more secure because it helps protect unauthorised access, even if a password is compromised. Common methods include SMS codes, authenticator apps, push notifications, hardware tokens, and biometric authentication.

Yes, you can usually use different payment methods for deposits and withdrawals, though it depends on the casino’s policies. Most players tend to use the same method for ease of use. But if you want to use multiple methods just check out the casino T&Cs to make sure there are no restrictions.

To make a deposit at an online casino you’ll need to be logged into your account. Head to the Cashier or Banking section and select Deposit. Type in how much you want to deposit, choose your payment method and follow the prompts. Complete your transaction and you’ll be ready to play.

A deposit limit refers to how much you can deposit daily, weekly or monthly. You can set your own deposit limit to help control your spending. Most casinos also typically have minimum deposit limits to enable you to play (usually around $20).

Yes, there can be deposit and withdrawal fees when playing at online casinos. Sometimes it’s the payment provider rather than the casino that will charge a fee. Look at the casino’s payment page for fee info and check with your payment provider.

Your deposit can be declined if you haven’t met the minimum deposit requirements. Some casinos are also restricted in Australia which means they can’t accept deposits from Aussie players. If you’re experiencing issues, contact the casino customer service team.

To cash out your winnings you’ll need to make a withdrawal request. Log into your account and visit the Cashier or Banking section. Choose withdrawal and type in how much you want to withdraw (be sure to check the minimum withdrawal amount). Select your payment method and complete the transaction.

How quickly you receive your money depends on your chosen payment method. Most casinos will display processing times on their Payments page.

If you can’t cash out your winnings check that you’ve met the minimum withdrawal requirements or that you haven’t exceeded the maximum limit. If you’re still experiencing issues contact the customer service team directly.

If you haven’t received your winnings it’s likely that the payment method you’ve chosen takes a little longer to process. We recommend checking processing times before you make a withdrawal request. So you can understand how long you’ll need to wait before receiving your winnings.

Yes, there’s usually a withdrawal limit at most casinos. Limits can be per transaction, or some casinos also have daily, weekly or monthly limits depending on each casino's policies. Check out the T&Cs of the casino or contact customer support to find out more.

A reverse withdrawal lets you cancel a withdrawal request if you change your mind. This is only applicable at some casinos and during a specific time period. Your withdrawal request will be cancelled and your funds returned to your account.

If you can’t log into your account there may be a system failure that has affected the whole site. Alternatively your account may have been suspended if you’ve violated any of the rules of the casino. We recommend getting in touch with the customer service team to find out more.

If your account is frozen or suspended, you’ll need to contact the casino's customer service team. They can investigate the issue and find out why you’re experiencing issues.

If your bet was cancelled for any reason (e.g., internet trouble or account suspension), get in touch with the customer service team at the casino as soon as possible to get assistance.

Usually if a game freezes in the middle of the round, there’s no impact to your gameplay. Your game should pick up where you left off, or the round will continue to play. All winnings will be paid into your account. If you experience any issues, get in touch with the customer service team of your chosen casino.

Many casino games require Java to be installed on your computer. We recommend double-checking that you’ve got Java installed and, if not, downloading it from the Java website. If that doesn’t fix the issue, try logging out of the casino and logging in again. You might need to completely shut down your browser and reopen it. If you’re still having issues, contact customer service.

If the game isn’t working properly it can mean you’ve lost connection with the casino’s server. We recommend logging out and logging back in to reload the game. If you’re still having issues, get in touch with customer service.