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FAQs

You can find a list of the most frequently asked questions below. If you cannot find an answer to your question then ask our Support Team.

Registration
  How do I join?

You can join one of three ways with SuperCasino.com:

  1. Join online: By clicking Join Now to Play here or in the center of the screen on the homepage or top right in other pages.
  2. On your mobile: Simply navigate to the mobile section of the website, enter your mobile number and follow the simple steps to join via your mobile.
Whichever method you choose to register with us, once you’ve registered your account can be used online, on the mobile or using our telephone betting service – no need to download anything to your computer!


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  Does it cost anything to join?

Registration is absolutely free!

Registration is absolutely free! Calls to our registration line (08000 147 523) are free from a landline but may be charged if calling from a mobile. If you’re using a mobile please call 0203 727 3931 – this would normally be included in your free minutes if you have free minutes with your mobile phone contract.


  Am I eligible to join?

Anyone can join SuperCasino.com provided they are:

  1. Aged 18 or over

  2. Currently resident in the United Kingdom.

General
  How do I know it's fair?
Our games are conducted under a remote casino license issued by the Gambling Commission (GB) currently held by NetPlay Malta Limited. We will only ever offer you games that are 100% live from the SuperCasino studio. We use genuine, certified, casino standard equipment that is tested daily.


  How do I login?

You will need your username and password to log in.

Enter these details in the top right of the SuperCasino homepage. If your details are correct then you will instantly enter the lobby page where you can then select to play a game of your choice.

If your details are incorrect you can attempt to re-enter them but please be aware that after three incorrect login attempts your account will lock for 30 minutes. If you have forgotten your password simply click the ‘Forgotten details’ link and you will be able to reset your password on the website.


  How do I change my personal details?

If you want to change your account details please contact the SuperCasino support team (08000 147 523, support@supercasino.com) and they will be happy to assist you.To register a new payment method click ‘Cashier’ then ‘Deposit ‘ then ‘Register New Card’. Alternatively, simply contact the SuperCasino support team.

Please note that you cannot change your username once it has been registered.


  How do I check my betting history?

You can keep track of your full bet history online. Enter the cashier, then click game history where you can search through your entire gaming history.


  How do I make a complaint?

If You have any complaints about the Service(s), please contact the Customer Services department in the first instance by emailing support@supercasino.com. If your complaint is not resolved by the support team you can escalate your complaint by emailing complaints@supercasino.com within two weeks of any incident. We will endeavour to respond within 3 weeks of receipt of your communication.

For players in the United Kingdom we have appointed eCOGRA (www.eCOGRA.org) as our Alternative Dispute Resolution provider (“ADR”). You have free right of access to them as an ADR provider should you remain unsatisfied with the results of our complaints procedure above. You can refer your dispute to eCOGRA as soon as possible once you receive our final decision. More information regarding eCOGRA’S dispute resolution services can be found at http://www.ecogra.org/srs/policies_procedures.php. A dispute resolution form can be obtained at http://www.ecogra.org/srs/dispute.php. You can appeal any decision of eCogra to the courts of England.

Complaints can also be channelled to eCOGRA or the AGCC through the use of the European Online Dispute Resolution platform, which allows customers another way to file, respond to, and handle their dispute.


  How do I use Bonus Spins?

Once your bonus spins have been added as a result of a promotion/deposit/code etc. Just follow the steps below...

  • Load any Slot game. This doesn't have to be the game you are choosing to use your spins on.
  • You will be prompted with a box asking you to accept or decline the bonus spins. If you would like to activate your bonus spins, click accept. Please note that if you decline the bonus spins, you will not be able to accept them later. Make sure to click accept as we'd hate for you to miss out.
  • Once you've clicked accept, a new box will show confirming your bonus spins and show the games that you are eligible to use them on. Click the game you want to use your bonus spins on and it will open immediately.
  • When the game has opened you will see a small pop up appear in the top left hand corner of the game window. Press 'click here' and the bonus spins bar will appear at the bottom of your slot game window.
  • The pop up will disappear either after you click something else or 10 seconds of inactivity. The pop up will only re-appear if you reload the game.
  • There is a wagering requirement that applies to the winnings on the bonus spins which will be made clear to you when your receive the spins.
  • Once the spins have been completed, any winnings will be moved into your pending bonus balance. But remember! - Any winnings from your bonus spins can only be spent on the games that were originally eligible for those bonus spins.
  • To check on the status of your pending winnings, and to discover any wagering requirements, head to the 'Bonuses' section of 'My Account'.

 Games published RTP
Slot Machines RTP
Low 91.46%
High 99.32%
Average 95.74%
Live Games RTP
Low 94.71%
High 99.46%
Average 98%
Card Games RTP
Low 91.96%
High 99.87%
Average 97.86%
Table Games RTP
Low 94.74%
High 99.53%
Average 97.26%
Video Poker RTP
Low 95.44%
High 99.54%
Average 98.45%
Fixed Odds RTP
Low 92.18%
High 97.50%
Average 96.05%
Asian Games RTP
Low 80.96%
High 96.25%
Average 85.09%
Side Bets RTP
Low 59.56%
High 95.90%
Average 77.73%

Deposits
  What deposit methods do you accept?
At SuperCasino , the safety of your deposits is a top priority. We offer a range of deposit methods which will enable you to transfer funds to your account:

- Credit/Debit cards
- PayPal
- Skrill
- NETELLER
- Paysafecard
- Entropay

  Do I get a bonus on my first deposit?

You will need to accept bonuses before completing your registration form. If you have decided to accept bonuses we will automatically add on our first deposit bonus when you make your first deposit.

If you don’t wish to receive this or any other bonus leave the bonus opt-in tick box blank, alternatively please contact customer support before making your deposit/starting to wager and we will be able to remove the bonus. View a full list of our current SuperCasino promotions.


  What are the minimum and maximum deposit amounts available?
The minimum deposit is £10. The maximum deposit may be up to £5.000 per transaction. Of course, you are welcome to make multiple transactions totalling more than £5.000.

  Are there any fees charged when making a deposit?

There is a 3% charge on PayPal deposits. The 3% charge is deducted from your deposit amount at the time of the transaction, i.e.: a £10 deposit will result in £9.70 reaching your account (£10 minus 30p charge). No charges are made to any other payment methods, including credit cards. However, we advise customers to contact their card issuers regarding charges made when depositing to their account. Credit Card firms consider deposits to gambling firms as cash deposits and charge interest and charges accordingly.


Withdrawals
  What are the minimum and maximum withdrawal amounts?

The minimum withdrawal amount is £10. You can request withdrawals from Your Account at any time provided We have received all payments due to Us. You can withdraw any amount from Your Account, up to Your current available balance (excluding bonus funds) at any time. Withdrawals of a minimum amount of £10 are free of charge. Withdrawals between £0 and £9.99 incur a reasonable charge of £1.50 for processing and may only be actioned where You contact Our Customer Services department. Please note, withdrawals can and will only ever be paid to the registered Account holder. The maximum withdrawal may be up to £5,000 per transaction. Of course, you are welcome to make multiple transactions totalling more than £5,000.


  How do I make a withdrawal?

Simply enter the cashier and select the withdrawal tab. Once there you can enter the amount you’d like to withdraw and the card you wish to withdraw back to.


  Can I withdraw my bonus balance?

Your bonus balance is not withdrawable. If you have money in there, you still have an active bonus in play. Please check the bonus section of the cashier to see how close you are to completing your bonus. Alternatively, contact our customer support who will be happy to explain. If you make a withdrawal while you have any amount in your bonus balance you would forfeit the bonus balance.


  When will I receive my winnings?

Withdrawals are normally processed within 24 - 48 hours. Once we have processed the payment(s), they will clear into your nominated account within 1 - 3 working days (sometimes this can take up to 5 working days, depending on your bank). You will receive an email from us to confirm once we have processed the withdrawal. We may perform additional security checks at the time of withdrawal, you would receive an email from us if we need anything from you to process the payments.

Data Privacy and GDPR
  Our GDPR Statement

A new EU regulation will soon come into effect that will impact how personal data of each EU citizen is collected and processed by organisations. The General Data Protection Regulation will come into force on 25th May 2018. The General Data Protection Regulation (GDPR) is expected to set a new standard for consumer rights regarding their data and the companies are required to put systems and processes in place to comply.


  What we have done in order to be GDPR compliant?

We are committed to high standards of information security, privacy and transparency, making all the necessary efforts in our ongoing preparations for the GDPR:

  • We are amending our activities and associated policies and procedures as necessary in order to fully comply with GDPR following a thorough assessment, including a new data breach reporting procedure.
  • We are amending our activities and associated policies and procedures as necessary in order to fully comply with GDPR following a thorough assessment, including a new data breach reporting procedure.
  • We are checking our procedures to ensure they cover all the privacy rights individuals have, including access right to their personal data, the right to erasure, portability right or the right to object to some processing activities.
  • We are adding supplementary safeguards in the Data Processing Agreements concluded with our data processors.
  • We are reviewing all our main business partners for compliance with GDPR paying a special attention to our marketing activities providers.
  • We are carrying out Privacy Impact Assessments, as necessary.
  • We are implementing very clear data retention terms for each type of personal data based on the mandatory legal requirements for storing some categories of personal data, as the Anti Money Laundering laws are.
  • Our websites will have new futures for collecting marketing consents, being updated so that customers have the assurance that they will be contacted and treated in accordance with GDPR requirements.
  • All our websites will contain updated Privacy Policy and Cookies Policy clearly identified.
  • All data processing activities are grounded just on lawful basis.
  • We have a designed Data Protection Officer and a dedicated communication channel, available for all interested customers: dataprivacy@betssongroup.com

 Identity Verification Process

In order for us to comply with legal requirements, it is necessary to verify personal details submitted to us upon registration of your accounts.

  1. Follow this link for more information : https://campaigns.supercasino.com/know-your-customer/en/