Frequently asked questions (FAQs)

Here are the answers to some of our customer's most frequently asked questions. If you have any other queries, don't hesitate to contact our Customer Support Center.

How do I register an account?

To register an account:

• Connect to the internet.
• Click Sign Up on the home page of the website or on the top banner image on each sub page.
• If you'd like to play for real money, register a Real Account. If you'd like to play for fun, register a Guest Account.
• Complete the registration process, and create your own case-sensitive password. When asked if you would like the software to remember your password, select Yes ONLY if no one else has access to your computer.
• Keep your account number and password in a safe place, as you'll need to use them to access the casino every time you wish to play.

How do I make a deposit?

To make a deposit:

• Connect to the internet.
• Once in the casino lobby, click Connect, then enter your account number and password.
• Select Yes if you are asked whether you would like to purchase credits. Alternatively, click the Bank button and then select Deposits.
• Our secure banking pages will load, and you will be able to deposit money into your casino account

Although you can make a deposit using your Visa or MasterCard, for safe and hassle-free transactions, we highly recommend that you use one of the many Alternative Purchasing Methods (APMs) on offer.

How do I play?

To play one of wide variety of online casino games on offer at Royal Vegas:

• Connect to the internet.
• Once in the casino lobby, click Connect, then enter your account number and password.
• Go to the games lobby (menu) and select the casino game of your choice. Good luck!

What happens if my banking transaction "times out"?

A timeout may occur when the accepted transaction response from a third party processor, (e.g. a deposit made through an Alternative Purchasing Method), does not reflect in your casino account due to a technical difficulty.

Should you experience a confirmed timeout, our Treasury Department will credit your casino account within one to two business days. To speed up this process, contact our Customer Support Centre with the details of your transaction.

 

If you receive a comp before a missing deposit has been confirmed, please note:

• This comp is issued as a token of good faith.
• If the missing deposit is not due to a timeout, the comp amount will be reversed from one of your casino accounts.
• Royal Vegas reserves the right to withhold the comp amount from a future withdrawal on any of your casino accounts, pending the outcome of our investigation.

How do I make a withdrawal?

Keep in mind that you don't have to withdraw your winnings at the end of each gaming session. Any winnings will immediately be credited to your casino account, and automatically saved in the system. So, the next time you log in, you'll have a positive balance that you can use to play at the casino.

To make a withdrawal:

• Connect to the internet.
• Once in the casino lobby, click Connect, then enter your account number and password.
• Click the Bank button and then select Withdrawal

Our secure banking pages will load, and you will be able to enter the amount you wish to withdraw. For your convenience, any money that you choose to withdraw will remain in your casino account for 24 hours. This gives you the option to easily reverse the withdrawal if you change your mind and wish to continue playing with some or all of this cash.

Note: When making a withdrawal, you have the option of receiving your money through a number of payment options. Click here for more information on selecting your preferred payment method.

How do I reverse a withdrawal?

For your convenience, any money that you choose to withdraw will remain in your casino account for 24 hours. This gives you the option to easily reverse the withdrawal, if you change your mind and wish to continue playing with this money.

To reverse a withdrawal:

• Connect to the internet
• Once in the casino lobby, click Connect, then enter your account number and password
• Click the Bank button and then select Reverse Withdrawal
• The sum of all your pending withdrawals will be displayed. You can then enter the new amount that you wish to withdraw, or choose to reverse the entire withdrawal

What is a source of wealth request?

Due to our AML compliance and alignment with current FATF recommendations and FIAU regulations we are at times required to establish a client’s “source of wealth” as part of our enhanced due diligence responsibilities.

“Source of wealth” is defined as “the origin of the subject’s total assets” and refers to any activity or situation that has generated the individual’s total wealth.  Should you be required to provide documentation, which would be used to verify your source of funds, the following documentation could be requested from you:

• bank statements
• Payslip
• Recently filed business accounts
• sale of an asset details in the completion statement
• divorce settlement and court order specifying the written settlement agreement
• inheritance money in the form of the Will statement

Please Note! We will have dedicated staff to facilitate the verification.  Please rest assured that all information shared with us will be treated as confidential and that all efforts will be made to assist clients wherever and whenever possible.