Help Center
Welcome to the Casinolab Help Center. This is your dedicated resource for finding quick answers, step-by-step guides, and solutions to common questions. If you cannot find the answer you’re looking for, our support team is always ready to assist you at [email protected].
Frequently Asked Questions (FAQs)
Account & Registration
Q: How do I create an account?
A: Click the “Sign Up” button on our homepage. Fill in the required fields with your accurate personal details (full name, date of birth, address, email). You will need to verify your email address to activate your account.
Q: Why is my account verification required?
A: To comply with licensing (Curacao eGaming) and anti-money laundering regulations, we must verify the identity of all players. This process protects you and our platform. We may request a copy of your ID, a proof of address, and a proof of payment method.
Q: I forgot my password. What should I do?
A: On the login page, click “Forgot Password?” and enter your registered email address. You will receive a link to create a new, secure password.
Q: Can I have more than one account?
A: No. Our Terms strictly permit only one account per person, household, IP address, or device. Multiple accounts will be closed, and any winnings forfeited.
Deposits & Withdrawals
Q: How can I deposit money?
A: Log in, go to the Cashier/Banking section, select “Deposit,” choose your preferred payment method (e.g., Credit/Debit Card, E-wallet, Crypto), enter the amount (min. €10), and follow the instructions.
Q: How long do withdrawals take?
A: After successful account verification, withdrawals are typically processed within 1-3 business days. The time for funds to reach you depends on your chosen method (e-wallets are fastest, bank cards can take 3-7 business days).
Q: Are there any fees for transactions?
A: Casinolab does not charge fees for deposits or withdrawals. However, your payment provider may apply their own charges. Please check with them directly.
Q: Why was my withdrawal declined?
A: Common reasons include: not completing KYC verification, not meeting wagering requirements on an active bonus, or attempting to withdraw before wagering your deposit at least 1x. Check your account status or contact support.
Bonuses & Promotions
Q: How do I claim the Welcome Bonus?
A: Make your first deposit of at least €20 and ensure you have opted-in for the bonus or entered the relevant bonus code (WELCOME1). The bonus will be credited automatically or within 24 hours.
Q: What are wagering requirements?
A: This is the amount you must bet before withdrawing bonus winnings. Example: A 35x requirement on a €50 bonus means you must wager €1,750. Check the Bonus Terms for details.
Q: Which games contribute to wagering requirements?
A: Slots contribute 100%. Table games and live casino games typically contribute only 5-10%. Some games (like video poker) are excluded. See the full list in the Bonus Terms.
Q: What is the maximum bet when using a bonus?
A: You must not exceed €5 per spin or €0.50 per bet line while playing with an active bonus. Exceeding this limit may void your bonus and winnings.
Games & Technical Issues
Q: Are your games fair?
A: Absolutely. All games use a certified Random Number Generator (RNG) independently audited by agencies like iTech Labs and eCOGRA to ensure completely random and fair outcomes.
Q: A game is not loading. What can I do?
A: Try these steps:
- Refresh your browser.
- Clear your browser’s cache and cookies.
- Ensure you have a stable internet connection.
- Disable any browser extensions or ad-blockers.
- Try a different browser (Chrome, Firefox, Safari).
If the problem persists, contact support with the game name and details.
Q: Can I play on my mobile?
A: Yes. Casinolab is fully optimized for all mobile devices (iOS and Android). You can play directly through your mobile browser—no download required.
Responsible Gaming & Security
Q: How can I set a deposit limit?
A: Log into your account, go to “Responsible Gaming” in your account settings, and select “Deposit Limits.” You can set daily, weekly, or monthly limits.
Q: How do I self-exclude?
A: In the “Responsible Gaming” section, select “Self-Exclusion.” You can choose a period (6 months to permanent). This action is irreversible for the chosen duration. You may also contact support directly to request this.
Q: Is my personal and financial data safe?
A: Yes. We protect your data with advanced SSL encryption and strict confidentiality protocols. We never sell your data to third parties. For more details, see our Privacy Policy.
Q: I suspect someone is using my account. What should I do?
A: Contact our support team immediately at [email protected] from your registered email. We will secure your account and guide you through the necessary steps.
Contacting Support
For issues not covered in this Help Center, our dedicated support team is here for you.
- Email:[email protected]
- For faster service, please include your username and a clear description of your issue.
- We strive to respond to all emails within 24 hours.
Before contacting support, please check:
- Your account’s verification status.
- The specific terms of any bonus involved.
- Your internet connection and browser for technical issues.
