Royal Vegas Canada
Frequently Asked Questions

Frequently Asked Questions

Here are some answers to some of the questions that are frequently asked by some of our players. If you don’t find answers to a particular query you have, please don’t hesitate to contact our friendly customer support agents, who will be happy to assist you.

Account FAQ's

What do I need to do to play at Royal Vegas Online Casino?

You’ll need an internet connection and can either play on your computer browser or mobile device.

How do I register an account?

There are two ways in which you can register an account depending on the platform you are playing on. You can use the same login details to access all the platforms. Please make sure you enter your valid email address, phone number and address.

How do I register an account: Mobile

Open your browser (we recommend Firefox or Chrome) and enter this url https://www.royalvegascasino.com/ca/ . On the Royal Vegas homepage, tap Sign Up and fill out the registration form. Once you’ve successfully filled out the required fields, tap Create My Free Account

How do I register an account: Browser

Click Sign Up and fill out the registration form. Once your registration has been completed, you can make a deposit, select the game and start playing.

How do I view my transaction history?

Launch one of your recently played games and click or tap on the menu icon (three horizontal dots). Transaction History should be featured at the top of the list.

How do I log into my account?

From the Royal Vegas website, simply click or tap the LOGIN button. Then, enter your unique username and email address. Last, select the Login button once more.

Verification

Why were my documents not accepted?

There are a few reasons that this could happen. When you upload documents, you need to make sure that they are legible, show all four corners of the document and are, of course, not tampered with in any way. You’ll be given specific document guidelines per document type. Try to follow them as best as possible for a positive outcome.

Why do I need to upload my documents?

The only reason we ask for documents is to verify that the information you’ve shared with us is accurate and up to date. It’s also part of the legal requirements we need to meet as a compliant and licensed casino.

How do I upload my documents?

You can upload your documents on mobile or desktop. First, log into your account and head to the profile section. From there, select the Upload My Documents option and follow the on-screen prompts. To avoid unsuccessful submissions, makes sure you follow the file size guides of under 10MB per upload.

Responsible Gaming

Does Royal Vegas support responsible gaming?

Yes. To help you gamble responsibly, you can choose to set up a wide range of Responsible Gaming features on login. These include daily, weekly and monthly deposit limits, take a break, temporary or permanent exclusions and session limits.

How do I know gaming is safe, secure and fair?

That comes down to our licensing and reputation. As a responsible online and mobile casino, Royal Vegas sticks to legalities and is proudly audited by independent body, eCOGRA. Their seal of approval is only given to casinos who display safe, secure and fair gaming practices, as we do at Royal Vegas.

Banking

Which are the most popular banking options?

Credit and debit cards are quite popular at Royal Vegas, but so are web wallet transactions. It all comes down to personal preference. You might even find it convenient to use multiple banking options on your account.

Are your banking methods safe and secure?

Yes. Royal Vegas has state-of-the-art encryption technology and various other interventions that keep your payment data out of harm’s way.

How do I make a deposit?

Royal Vegas Canada offers a variety of deposit methods that are trusted and recognized around the world. All our banking methods are sponsored by trusted electronic merchants and your safety and security is guaranteed. Once you’re logged in, select the Bank button, click on one of the recommended deposit buttons and click Deposit,. Enter the required details and click Next. Your bank balance will be updated

How do I play?

Once you’ve made sure you have enough funds in your account, select the game you want to play from the tabs on your homepage.

Wagering and Technical Support

What are wagering requirements?

A wagering requirement is the amount that you must wager (bet) before you can request a withdrawal from your account. Wagering requirements only apply to bonus balances. In other words, if you don’t accept a match bonus or any other promotional offer and simply deposit cash into your casino account, wagering requirements won’t apply. However, if you do enjoy playing with bonuses, wagering requirements will be applied as follows: On login, head over to your promotions. Once you find a promotion that you would like to activate, you can claim it by selecting the DEPOSIT button. Enter your qualifying deposit amount . Once successful, your deposit will automatically be converted into cash and bonus balance, and you must bet 70x your bonus balance to meet wagering requirements. An easy way to calculate this is to take your bonus amount and multiply it by 70. If you received a $1 bonus, this would mean your wagering requirement is $70. In other words, before you can request a withdrawal on any winnings, you must place bets worth $70. Keep track of your wagering requirements by navigating to the Bank tab. From here, select Withdraw and then Show Balance Summary. Your wagering requirement breakdown is listed under the Your Bonus Summary heading.

My game is not loading, what can I do?

You might have lost your Wi-Fi or Internet connection, or the game could have frozen. We suggest logging out and back in again. Our game software is designed to record and award any winnings that may have taken place after your bet. Alternatively, you can contact our support team who are available 24/7

What do I do if I forgot my account info?

If you can’t remember your username and password (it happens!), simply click or tap the LOGIN button. Select the Forgot Password? link and follow the easy instructions to safely retrieve your username or reset your password.

How do I change my password?

Select the Forgot Password? link and follow the easy instructions to safely reset your password.

Withdrawal

How long will it take to receive my withdrawal?

Withdrawal times vary depending on your preferred payment method. While web wallet withdrawals can be paid out as quickly as 24 to 48 hours after a request, card and other payments take between 3 to 7 business days to reflect.

Why am I struggling to withdraw?

It could be that you’re trying to withdraw an amount lower than the minimum CA$50, withdrawal limit at Royal Vegas. It’s also possible that you haven’t met the 70x wagering requirement on your bonus balance.

How can I withdraw my winnings?

Remember you don’t have to withdraw your winnings at the end of each gaming session. Your winnings will be credited to your casino account and you can use it at any time. To make a withdrawal: Select the Bank button and under the Withdrawal tab, select your preferred payment option and enter the amount you wish to withdraw. Your withdrawal request will enter a pending period (minimum 24 hours) during which you can choose to reverse your withdrawal. Your withdrawal will be processed on the day in which it’s released from the pending period. Please note that in certain countries, restrictions may apply. In the interest of your safety, our Player Security Department may request verification documents from you. Keep an eye on your mailbox

What information is required to verify my withdrawal?

A copy of your driver’s license or any other official government-issued photographic identification and a copy of your utility bill (water, gas, telephone) not older than three months that has your name and the address you’ve used to register with us

How do I reverse my withdrawal?

Log into the casino, click on the Bank button and in the Withdrawal tab, select Reverse Withdrawal. The sum of all your pending withdrawals will be displayed. Enter the new amount 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.

How can I claim a deposit bonus?

At Royal Vegas Canada, all new players are offered up to CA$1200 over your first three deposits. All bonuses are automatically credited to your casino account within an hour of making the deposit(s). The offer is valid for 7 days from your first deposit and if you choose to withdraw your winnings before you have claimed the full offer, you’ll forfeit the remainder of the deposit match bonuses The deposit match bonuses are subject to a minimum of 70x wagering requirement. For more information, please read the Welcome Bonus Terms and Conditions

Bonuses and Loyalty

What sort of bonuses does Royal Vegas offer?

Plenty. If you’re new, you qualify for Royal Vegas’ Welcome Deposit Bonus of up to CA$1200 (1st / 2nd / 3rd / 4th Deposit - Match Bonus up to CA$300. New customers only, 70x wagering). There are also daily Match Bonuses, spins for potential spot prizes on the Bonus Wheel and more.

How do I claim my daily Match Bonus?

Easy. Once you’re logged into your Royal Vegas account, simply find the offer in your promotions area and select the DEPOSIT button. It should be the first thing you see when you log in. Next, add your preferred deposit amount. Your Match Bonus will automatically credit.

How do I meet wagering requirements?

By simply playing the games you love! Slots count 100% towards wagering requirement achievements, whereas other games count a lower percentage.

Is there a loyalty programme?

Yes. When you sign up to play at Royal Vegas, you automatically join our rewarding loyalty programme.

How does the loyalty programme work?

All new members start on Bronze level, with 2,500 loyalty points awarded on your first successful deposit. Each time you bet, you earn additional loyalty points, which are stored in your loyalty balance. They’re redeemable in increments of 5,000. While you accumulate loyalty points, you’re also earning status points. Collect enough and you’ll progress to the next level, where each level comes with better benefits.

Which are the different loyalty levels?

Bronze, Silver, Gold, Platinum, Diamond and Privé (invite only).

Casino Games Questions

How do I know how the table games work?

Every table game will have help files to explain all levels of the game. You can also search on your web browser, watch our how-to videos or learn as you play.

Can I play online slots at Royal Vegas?

Yes. We have hundreds of online slots to choose from at Royal Vegas, with new releases added every single month.

What are Ways to Win slots?

Ways to Win slots are slots that replace traditional paylines with a Ways to Win mechanic. Here, payouts are awarded for adjacent symbols from left to right, in any position.

How do paylines work?

Paylines are predetermined lines that award payouts for 3 or more of a kind appearing from left to right on the reels. Each slot has a different payline set up, which could include Ways to Win – a substituting mechanic. To find out more about a slot’s payline structure, simply open the paytable once you’ve launched the game.

What's the difference between coins and credits?

Coins are value denominations, whereas credits indicate your balance in currency units. For example, 1 credit is equal to $1.

What’s the difference between real and live table games?

Real table games are pre-recorded to mimic live dealer games, while live table games are played in HD and real time.

What is live online blackjack?

Live online blackjack is like virtual online blackjack, only this time, it’s played in real time, features a professional live host and is streamed in HD to your device.

What are live casino games?

Live casino games are real-time table games hosted by live dealers that are streamed in HD to your chosen device. You can play live blackjack, baccarat, roulette, and poker, or even try out some gameshow-style creations.

What are online roulette variations?

Online roulette variations at Royal Vegas include American, European and French Roulette. Each game has different rules.

What kind of table games does Royal Vegas offer?

Every type out there. We have video and live poker, baccarat, roulette, blackjack, baccarat, and gameshow-style creations to enjoy on login.

Online Slot Tournaments

What are online slot tournaments?

Online slot tournaments are usually free-entry tournaments where entrants compete against each other by playing a set slot to score as many features as possible within an allocated timeframe. Players are ranked according to how many features they secure, and top-ranking players qualify for prizes.

How do I play online slot tournaments?

Log into your Royal Vegas account and find the Tournaments tab. In Progress tournaments are ones that are currently in session, so select the Starting Soon option for a list of upcoming tournaments. Read the rules section before selecting the Join button to make sure you’re comfortable with the terms and conditions.

Can I enter or play in online slot tournaments at Royal Vegas Casino?

Yes. Simply find the Tournaments tab and navigate to the Starting Soon section for a list of upcoming tournaments. Read the rules section before selecting the Join button to make sure you’re comfortable with the terms and conditions.

What are online slots?

Online slots are one of the most popular reel-based games you can play online. Traditional online slots generally feature 3 reels and 1 payline. Modern online slots feature either 5 to 7 reels and up to 40 paylines, but they can also replace paylines with a Ways to Win mechanic. This gives you 243+ ways to win with every paid spin. At Royal Vegas, you’ll also find jackpot slots. These look like regular online slots, but have accumulating prize pools up for grabs instead of fixed payout amounts.

How to Play

How do I play online slots?

Simply log into your account, browse the selection of games under the For You, Slots or Jackpots tabs and click or tap on the game tile to launch it. Once loaded, check out the paytable and adjust your bet and coin sizes before placing a bet. If you don’t have an active cash or bonus balance, you’ll need to make a deposit before you play. To sample games, you can try demo mode. This option is only available on desktop. Hover over the game tile and select DEMO. You’ll play with demo credits, so any potential wins will also be awarded in demo credits. In other words, you can’t withdraw any potential winnings that you trigger while using demo mode. It’s also helpful to understand online slots jargon. You can watch our video for a quick overview of the most common terminology.

How do I play online blackjack?

Once logged in, find and launch a blackjack game of your choosing. Next, familiarise yourself with the game rules and terminology. Regardless of which variant you’re playing, the objective is to end up with a set of cards totalling 21 in value. The player or dealer with the closest value to 21 wins. You can check out our video for a short tutorial that covers all the basics.

How do I play online bingo?

On login, type in the game name in the search bar to launch it, then read the rules, pick your numbers and place your bets. You’ll be able to choose how many cards you want to play, adjust your bets on each card and more before each round. Once you place your bets, numbers are drawn at random. Prizes are awarded when the numbers on your screen match the numbers you choose. Watch our video for more.

How do I play video poker?

On desktop or mobile, log into your Royal Vegas account. Pick a video poker game from the Tables tab to launch it. If you don’t know poker basics, you’re in luck, because every game has its own Help file to explain hands, rules and more. Don’t want to read? Find out more by watching our how-to video.

How to play online baccarat.

In baccarat, you need to bet on the hand you think will equal or come closest to 9 (much like blackjack and 21). First, you need to understand baccarat card values and bets. We can get you up to speed by watching our video. Alternatively, launch your chosen baccarat game on login and open the Help files to read more.

How do I play live casino games?

Live casino games are played according to their rules, which vary per game type. Once logged in, pick the live casino game you want to play from the Real & Live tab. Then, simply consult the Help files for a full overview of how to play the game or game variant you’ve chosen. Don’t want to read? Find out more by watching our how-to video.

How do I play online roulette?

This depends on which roulette variant you’re playing. Royal Vegas offers American, European and French Roulette versions in both a live and virtual environment. In roulette, you can bet on two things: numbers and colours. After you’ve launched your roulette game and made your bet selections, the virtual or live croupier will launch the roulette ball into a spinning wheel. Correctly guessing the number or colour pocket that the ball will land in secure you a payout according to the game’s paytable. Don’t want to read? Find out more by watching our how-to video.