Frequently Asked Questions CA

Check our Frequently Asked Questions section and if you don’t find what you are looking for here, head on over to our Contact Us page and email, telephone, or talk to an operator via live chat. You may have the very same query as other players before you.

General

For any general online account related questions you may have, kindly refer to the answers below. 

What are the pros of playing at an online casino?

Players can enjoy their favourite games at an online casino no matter where they are as, unlike land-based casinos, they can play on desktop or mobile. There is also a variety of payment options to choose from for depositing and withdrawing, making online casinos much more convenient.

Do online casinos operate 24/7?

An online casino with closing hours is unheard of, however, there may come a time that the casino is down for maintenance, which is usually resolved almost immediately. Spin Casino operates 24/7, so players can log in at any time to play.

For any account related questions you may have, kindly refer to the answers below. 

How Do I Open an Account?

It’s very easy to open your Spin Casino account, and you’ll just need to follow the steps outlined after you press the Register button onsite. You’ll need to provide us with information including some personal details about yourself, what your preferred language is, and how we can contact you if necessary. You’ll also need to choose an easy-to-remember Password and Username.

How do I log in?

Simply click on the LOGIN button on the website (this should be at the top right-hand corner), enter your username and password in the allocated fields and click on Login.

How Do I Unlock My Account?

Simply make contact with a Spin Casino support team member and we’ll help you regain access.

What happens if I forget my account info or password?

Simply click on the “Forgotten Username/Password” link and enter the email address that you used to register your account with. We will then let you know how to reset your login information so that you can get back in the game in no time.

How can I check transaction history on my account?

Open one of the games that you have recently played and click/tap on the menu – an icon with 3 horizontal dots. The transaction history should appear at the top of the list.

For any deposit related questions you may have, kindly refer to the answers below.

How Do I Deposit at Spin Casino?

Click on the Banking tab, and you’ll see that we’ve made a number of different deposit options available to Canadian players. Choose from credit cards, debit cards, bank transfers, and eWallets, and enjoy full support for the Canadian dollar. You don’t have to worry about the safety and security aspect of these processes either, since we have state-of-the-art data encryption in place to make sure your personal and financial information is always kept under lock and key.

If you have any questions related to withdrawals or deposits, then once again feel free to make contact with one of our representatives. They’ll be able to assist you in deciding which method will suit you best, and can walk you through the process as well.

There are multiple protocols in place that keep you secure, and 128-bit Secure Socket Layer digital encryption in use by many of the world’s largest financial institutions will keep your data safe at all times. At no point is there any possibility of your information falling in to the wrong hands. At Spin Casino player safety is our number 1 priority.

Can I Use Someone Else’s Credit Card?

Unfortunately not. The very same security protocols that keep your data safe and secure are those that will not allow you to use any credit card other than the one you own when you spend time at Spin Casino. If you’ve got a friend or family member that wants to use your account to play, we urge you to get them to open their own accounts instead, since their money will not be accepted to your account.

I Can’t Deposit With My Credit Card?

Some banks don’t let their customers use credit cards to deposit at online casinos, and this could be the reason you can’t make money available using yours. We totally understand how frustrating this can be, which is why we’ve made sure that there are many other options open to you, and you won’t be left unable to play just because your credit card doesn’t work! Check the Banking page and you’ll find a long list of alternative ways to fund your account. Also make sure that you haven’t reached your limit, and arrange to get it increased if this does turn out to be the issue. Making contact with your bank can also sometimes work, since you may need to give special instructions about how you want to use your card.

I don’t have a credit card. Can I play without one?

The casino accepts all major credit and debit cards, but you can also make deposits and withdrawals with web wallets and prepaid options. You therefore don’t necessarily need a credit card to play real money games online.

Which payment options are the most popular?

While credit and debit cards remain popular, we also offer web wallets and prepaid solutions, which are convenient, safe and secure. It really comes down to your own preference and do note that you can register more than one payment option.

Are deposits and withdrawals safe and secure?

Yes. We make use of the latest SSL encryption technology, as well as other interventions, to ensure that all your details will always be protected.

For any withdrawal related questions you may have, kindly refer to the answers below. 

Do I Need Documentation to Withdraw?

Spin Casino has very high standards of protection in place for our players, and so have opted to take a very active role as far as fraud detection and prevention is concerned. This means that you will need to prove that you are who you say you are when you want to withdraw your winnings, as we don’t want to risk your money falling in to the wrong hands. This has become a standard iGaming industry requirement nowadays, and is in no way meant to delay the payout process.

For us to be in compliance with security protocols and eCOGRA requirements, along with both local and international banking stipulations, we’ll need to get approved ID documents from you before you can withdraw your money. The list of acceptable documents includes copies of your driver’s license or certain utility bills. Once we’ve received these and can confirm that the redemption process is not a fraud attempt, you’ll get your winnings timeously.

How long does a withdrawal take?

The times vary and are dependent on your payment option – web wallets usually take between 24 and 48 hours to reflect, while other methods may take between 3 and 7 business days.

Why can’t I make a withdrawal?

Before initiating a withdrawal, make sure that you have met the standard wagering requirements, if you’ve been playing with a bonus. It may also be that the amount you’re trying to withdraw is lower than the minimum limit of €50 (or currency equivalent).

For any account verification related questions you may have, kindly refer to the answers below. 

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.

My documents were not accepted. What is the reason?

When uploading documents, you will receive specific guidelines, so when you upload your documents, make sure that they are legible and not tampered with in any way, showing all four corners of the document. There could be a few reasons why the documents are not accepted, so follow the guidelines as best as possible – alternatively you can contact our support team who will be able to assist you.

Why do you request documents?

As a compliant and licensed online casino, requesting documents is part of the legal requirements that we need to meet, and we therefore need to verify that your information is accurate and up to date.

What do I need to do to upload my documents?

Log into your account, via desktop or mobile, and go to the Profile section. Select “Upload My Documents” and follow the instructions to send your documents successfully, making sure that the file size is under 10MB per upload.

For wagering requirement related questions, kindly please see the answers below. 

What does the term wagering requirements mean?

A wagering or playthrough requirement is the amount you must bet (or wager) in your account before a withdrawal can be requested. These requirements only apply to a bonus balance, so if you didn’t accept any bonuses or promotions, and only made a cash deposit into your own account, these wagering requirements will not apply.

If, however, you do play with a bonus and would like to claim it, the wagering requirements will be as follows:

• Once you’ve logged in, go to the Promotions link.
• Select the promotion and click on Claim before selecting Deposit.
• Once you have made a successful deposit which qualifies for the promotion, the bonus will be credited to your bonus balance.
• The bonus amount must be wagered at least 50x in order to meet the wagering requirements.

You can also easily calculate this by simply taking your bonus amount and multiplying it by 50 – so if you’ve received a $1 bonus for example, you need to place bets of at least $50 before you can make a withdrawal. You can also keep track of your wagering requirements by visiting the Bank tab in your account – select Withdraw and click on Show Balance Summary, where a breakdown of your wagering requirement will be listed. It’s also advisable to view the full terms and conditions of the bonus that you’re applying for.

What’s the easiest way to meet wagering requirements?

Playing certain games will contribute less towards wagering requirements than others, but it’s good to know that playing slots will count 100% towards the requirements you need for a withdrawal.

For casino bonus related questions you may have, kindly refer to the answers below. 

Are There Special Offers Available?

There most certainly are, in fact, it’s one of the biggest reasons we’re such a hit with players in Canada. We’ve got an excellent Welcome Bonus in place, along with a Loyalty Programme that has been structured to reward you for all the time you spend at our site. Check out the Promotions section of this site in order to get all the information you need on what the offers provide to players and how you can take advantage of them.

What do I need to do to claim my daily match bonus?

Log into your casino account and find the bonus via the Promotions link. Click on the Claim button and then Deposit to make the qualifying deposit – your match bonus will automatically be credited.

When can I make a withdrawal from bonus money?

Once you have met the wagering requirements of the bonus that you’re playing with, a withdrawal can be initiated. Some casinos may request you to make a few real money deposits, while others could impose a time limit before you can make a withdrawal. Always check the terms, as well as the wagering requirements, of any bonus to ensure that you have met the conditions.

For questions and answers related to our Loyalty Programme, please see below.

Does the casino have a loyalty programme?

Yes, the moment you register an account and make your first deposit, you will automatically qualify for the rewarding loyalty programme.

How does casino’s loyalty programme work?

New players will receive 2500 loyalty points with their first successful deposit and will earn additional points for every real money bet placed. These points will then be saved in the player’s loyalty balance and can be redeemed for bonus credits at the casino in increments of 5000. Accumulating loyalty points also means that you can progress through the various loyalty levels, with each one offering exciting benefits.

What are the various loyalty levels?

All new players will start on the Bronze level. This is followed by the Silver, Gold, Platinum and Diamond level and, by invite only, Privé.

Is Spin Casino Licensed and Regulated?

Yes, our casino is fully licensed and regulated. Canadians can enjoy the games at Spin Casino safe in the knowledge that we abide by the licensing and regulation requirements. Get more information at the About Us section of this site.

Are Spin Casino Games Fair?

We provide software by industry leaders Microgaming, you can be rest assured that the Random Number Generator software in place here make sure that all the game outcomes are totally haphazard and unpredictable. Additionally, our operations are independently audited, and we are certified by independant body, eCOGRA with a Seal of Approval which tests, accredits, and upholds incredibly high standards of player protection. We also use the latest SSL encryption to ensure that all details are safe and secure, and a Random Number Generator, which ensures fair gameplay.

What is the Minimum Age for Players?

You will need to be at least 18-years old in order to play our games, the legal age required by the province in Canada where you are located, or whichever age is greater. We do not allow minors to engage in real money gambling.

Does the casino support responsible gaming?

Yes. Players can choose to set up a variety of Responsible Gaming tools upon login, which include setting deposit and session limits, temporary exclusions or take-a-break options. More information can be found on the Responsible Gaming page of the casino website.

Please see below questions and answers, covering topics related to Casino Games and it's variations. Wether you have questions on playing online slots, Blackjack or free spins, we tried to cover them all.

What are online slots?

Online slots are virtual slot machines that award payouts according to a unique paytable. While classic slots usually consist of 3 reels, video and online slots can feature anything from 5 to 7 reels, or more. 

Paylines also differ exponentially depending on the slot game, with between 1 and 40 paylines typically present. Some online slots don’t even use a traditional payline structure, but a Ways to Win mechanic instead.

Besides the online slot types mentioned above, you also get jackpot slots. These games still award regular payouts, but also have a growing jackpot prize pool that’s up for grabs. Potential jackpot wins require the right symbol combinations to trigger.

How do I play online slots? 

To play online slots, all you must do is pick a game from the For You, Slots or Jackpots tab once you’re logged into your Spin Casino account. If you’re playing on desktop, you’ll have two options: DEMO mode or real money PLAY mode. Demo mode uses demo (not real) credits, while regular play mode uses your cash and bonus balance. 

Before placing any bets, we suggest viewing the table and adjusting both your bet size and coin size. From there, it’s as simple as having fun! 
Top tip: Understanding basic slots jargon is highly recommended. You can use your web browser to search up some common terms.

How do paylines work?

Paylines are “invisible” lines that determine whether a payout is awarded following the outcome of a spin. Because payline positions vary per slot, we recommend viewing a slots paytable to find out where they’re located. Remember that not all online slots have paylines.

Many modern casino slots feature a Ways to Win mechanic instead. In this case, potential payouts are awarded for adjacent symbols from left to right.

What are Ways to Win slots?

These slots are essentially the same as regular online slots, but feature a Ways to Win mechanic instead of traditional paylines. How it works is that paytable payouts are awarded for 3 or more of a kind that land adjacently from left to right anywhere on the reels.

What are Scatter and Wild symbols?

Scatter symbols usually don’t have to land on a payline in order to pay out, and sometimes only two of these symbols are needed anywhere on the reels. In most instances, three or more Scatter symbols are required to trigger a Free Spins feature within a slot, where applicable. Wild symbols will substitute for other symbols to complete possible winning combinations.

What are bonus games?

Bonus games are in-game features that players can trigger when playing video slots. These may vary from Free Spins to Pick and Click games, where bonus prizes could be allocated at random.

What are Free Spins as a feature in online slots?

Most online slots offer a Free Spins feature as part of their in-game bonus features. These are often triggered with a certain symbol combination that lands on the reels, resulting in a set number of spins being awarded at no extra cost to the player. Should any winnings be awarded, it will be added to the player’s balance once the feature has ended. The Free Spins feature is explained within the payout table of each slot, so players can see how many spins can be triggered with which symbol combination.

What are Free Spins offered as a bonus?

Sometimes online casinos offer Free Spins as an extra bonus to players – these are spins that are allocated to a specific slot for players to enjoy. If a casino offers Free Spins, there should be no deposit required for a player to receive the offer – alternatively, should a player need to make a deposit before or after the spins, the casino will refer to this offer as Bonus Spins.

Are Free Spins really offered as free?

If there is nothing required from the player to receive the spins, then it is referred to as Free Spins. There should be no deposit or anything else needed from the player, before or after the spins, in order to play with a Free Spins bonus. We recommend that players view the terms and conditions before accepting any Free Spins offer.

Are Free Spins legitimate?

Yes, however, most online casinos will give players a bonus in the form of Bonus Spins, where a small deposit is required to receive the spins, or for any winnings from the spins to be awarded. If Free Spins are granted, no deposit should be needed from the player. We recommend that players view the terms and conditions before accepting a Free Spins offer.

What's the difference between coins and credits?

Coins display value denominations, while credits show you what your balance is in currency units. Simply add a currency symbol in front of your credit balance to determine how much that would equate to in your account currency.

For example, 5 credits is equal to $5.

What are online slot tournaments?

These are usually free-entry tournaments that are more social than playing online slots on your own. In online slot tournaments, you’ll be competing against other players to rank on the leaderboard. Players in top positions at the end of the tournament qualify for prizes.

How do I play online slot tournaments?

To enter an online slot tournament, you must have a Spin Casino account. On login, select the Tournaments tab, then navigate to the Starting Soon section. Before joining a tournament, we advise reading the rules.

If you’re happy with the entrance requirements, rules and prizes, simply wait for the tournament to begin and follow the instructions to compete.

Generally, the objective is to accumulate as many features as you can on the slot selected for the tournament. Whoever collects the most features by the time the tournament completes will secure a top position on the leaderboard.

What are live casino games?

These are table and gameshow-style creations that are played in real time, streamed in HD and hosted by live dealers. They’re the next generation of casino games, and you’re invited to join in the fun!

How do I play live casino games?

Playing live casino games is much like playing virtual tables. The only difference is that they take place in real time. The rules also vary per game. We have plenty of how-to video guides on this page to help you get started.

Alternatively, build up your confidence and get to know the rules by playing virtual tables first. Once you have the hang of it, progress to live casino play.

What kinds of table games does Spin Casino offer?

Everything from blackjack, baccarat and roulette to sic bo, poker and gameshow-style creations. You can explore these under the Tables and Real & Live game tabs once logged in.

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

Real table games feature live recordings of the game taking place for that real-feel experience, while live table games are actually played in real time and HD, as well as hosted by a live dealer.

What is live online blackjack?

This form of blackjack is played in HD and real time and is hosted by a professional live dealer. There are plenty of live online blackjack variants to choose from on login.

How do I play online blackjack?

The objective in online blackjack is to score as close to 21 as possible to beat your opponent. In online blackjack, you play against the dealer. 

What are the features of blackjack?

Blackjack is a popular card game that is usually played with 8 decks and 52 playing cards, unless otherwise indicated within the game. The player will receive two cards, while the dealer will receive one card (all face up). The second card of the dealer will be face down until all bets have been placed. All Aces count as either 1 or 11, while 10s and face cards will count as 10.

What are popular blackjack tips?

Some tips when playing blackjack are: Stand when your hand is between 12 and 16 and the dealer’s hand is between 2 and 6. On the flip side, it’s best to Hit when your hand is between 12 and 16 and the dealer’s hand is between 7 and Ace. When you have double Aces or 8s, Split your bet and Double Down on 11 when the dealer’s hand is between 2 and 10.

What does 10 mean in blackjack?

All face cards (Jack, Queen, and King) as well as the 10, will count as 10 each, while Aces count as either 1 or 11. Should you have two cards, of which one is an Ace and the other a 10, Jack, Queen or King, it’s called Blackjack.

What does Hit, Stand and Split mean in blackjack?

Hit means that a player is requesting another card. Stand means that the player is happy with the cards dealt and don’t require any more cards. Split means splitting two cards with the same denomination and therefore placing an equal bet on both hands.

What are online roulette variations?

Online roulette variations refer to the different kinds of roulette games out there. Spin Casino offers American, European and French Roulette variations for you to enjoy.

How do I play online roulette?

Roulette rules differ slightly depending on whether you’re playing the American, European or French version of the game. Essentially, you’ll be predicting whether a roulette ball will land on red or black following a spin. You can also bet on a number you think it might land on.

If your prediction or bet is correct, you’ll receive the corresponding payout. If not, you can choose to bet again, either using the same predictions or an entirely new set of forecasts.

What are the features of roulette?

Roulette is played with a large wheel and a numbered table, with 37 or 38 pockets/numbers. These are numbered from 0 to 36, except for American Roulette which has an additional 00 pocket. The numbers are also in various colours for different betting options: green for zero, 18 red numbers and 18 black numbers.

What are popular roulette tips?

There are different bets that can be placed when playing roulette, which contain Inside and Outside bets. Some of the most popular bets are:

Inside Bets

• Straight: A bet placed on a single number.
• Split: A bet on two numbers that are next to each other on the table.
• Street: A bet on three numbers on the table (e.g. 1, 2, 3 or 4, 5, 6).
• Corner: A bet on four numbers that make a square on the table (e.g. 1, 2, 4, 5).

Outside Bets

• Red and Black: A bet on either a red or a black number (there are 18 of each).
• Odd and Even: A bet on either an odd or an even number (there are 18 of each).
• 1-18 and 19-36: A bet on any number between 1 and 18 or between 19 and 36.

What are popular roulette terms and their meanings?

Some roulette terms to familiarise yourself with include:

• Inside Bets: These are bets that are inside the roulette layout, and include bets on specific numbers such as Straight, Split, Street and Corner bets.
• Outside Bets: These are bets that are placed outside the roulette table and include large sections such as Red/Black, Odds/Evens and 1-18/19-36.
• Orphans/Neighbours: This refers to a bet on three specific numbers that are neighbours on the wheel, even though they are not close to each other on the table.
• Pockets: These are the areas on the roulette wheel where the ball can land – from 0 to 36.
• American Roulette: In this version of roulette there are 38 pockets on the wheel, which include a zero and a double zero pocket.

How do I play online bingo?

Online bingo is an age-old game that’s like playing the lottery. We recommend playing Super Showball, which you can find by typing the game name in the games search bar.

You’ll need to pick a set of numbers you believe could be drawn at random and place your bet. If the numbers you choose happen to be drawn, a corresponding payout is awarded.

This process repeats each time you bet. You can play the same numbers over and over or pick new ones with every round.

How do I play video poker?

Once logged in, head to the Tables tab to browse and select a video poker game. When launched, you’ll notice that the paytable and payouts are featured altogether on one screen. That’s because there are no fancy mechanics in poker. Potential winnings are awarded when the cards you’ve been dealt form a paying hand, so it’s vital for you to know what these are.

How do I play online baccarat?

Online baccarat seems quite involved, but it’s easy to get the hang of. You need to be on the hand you think will equal or come close to 9. This means that first, you need to know what the various baccarat card values are and how to place the appropriate bets to achieve your objective.

Please refer to the below questions, for any Technial Support related queries you may have.

What do I do if my game is not loading?

This could be due to the lost Wi-Fi or Internet connection, or the game could simply have frozen. We suggest that you log out of your account and then log back in again. Our software is designed in such a way that it records and awards any winnings that you may have had after a bet has been placed.

We have also made sure that you have 24 hour access to a team of dedicated, expertly-trained, friendly professionals, and if you run in to issues of any kind we urge you to navigate to the Contact Us section of the site and allow us to help you get it sorted out. No matter how minor you may feel the issue is, don’t hesitate to call us, send us an email, or talk to an operator instantly via the live chat portal. We really are happy to help, and pride ourselves on assisting competently and quickly.

Do I Have to Download Software?

No, since we have our games formatted for Instant Play and Mobile Casino platforms that let you enjoy all the action via the browser installed on your PC, smartphone, or tablet.

Support at Spin Casino

If you haven’t found an answer to your question here, you can use the Contact Us section of the site to talk to one of our representatives. It’s easy to do, and we offer a range of ways for you to get your queries seen to, so email us or use the live chat portal.