Frequently Asked Questions
- Do I have to download software to play in the live casino?
No you can play our live casino games directly in your browser. All you need to do to get started is register an account.
- How do I deposit into the live casino?
The Live Casino uses the same balance that all of our other products use. We offer a unique ‘Single Wallet’ system which means your money can be used anywhere without having to transfer it. Your bonus cash can also be used in our Live Casino.
- Can I play on more than one table at once?
You can only play on one live casino game table at a time. However, you can play on other tables in the regular casino or instant casino at the same time as playing in the live casino.
- Are the games fair?
Our games are all fair and run to the strictest standards. Our gaming system has been tested and regulated by the Alderney Gambling Control Commission. All our games are monitored and recorded 24 hours a day and our dealers and pit bosses have all been trained to professional standards.
- Why does the video keep freezing?
The video might freeze if your computer has a poor connection. Our live casino is optimised for use with a broadband internet connection. If you don’t have broadband you may find the video quality impaired. You can try to improve the video quality by closing down other windows that are open, reducing the window size or selecting a lower picture quality setting from the menu.
- What happens if I get disconnected while playing a game in the live casino?
If you get disconnected during a game, all bets will stand and the game continues. So bets placed on roulette will still be in play for that spin, the baccarat game will continue with your original bet, and in blackjack your decision will be accepted as stand for that hand. You can check on the results of the game in the ‘history’ tab.
- What happens if the dealer makes a mistake?
In the very unlikely event a dealer makes a mistake the pit bosses will come to the table and the mistake will be rectified. If the mistake cannot be rectified all bets will be refunded.
If the dealer announces an incorrect number in roulette, players will be notified in the chat window and the result and payouts will be modified accordingly.
- How can I use the chat window?
The chat window open alongside the table is for you to use to chat with the dealers and other players. You can ask any questions you might have about the games. Bad language, abuse or harassment of any kind will not be tolerated in chat. Any players participating in this kind of behaviour will have their chat privileges revoked.
- Can I ask dealers about my account?
Please do not ask dealers or pit bosses any questions about your personal account details. They do not have access to any of this information. For security reasons please do not disclose personal account details in chat. Please send any questions about your account to our customer services team.
- What happens if there is a ‘no spin’ on roulette?
If the ball jumps out of the roulette wheel this is a ‘no spin’. The pit boss will come to the table and the wheel will be re-spun in the opposite direction, the ball will be re-spun and the game continues.
If the ball does not go around the roulette wheel at least 3 times this is a ‘no spin’. The dealer will spin again and the game continues. For any other ‘no spin’, such as if the dealer drops the ball, the ball will be re-spun, bets will remain in play, and the game continues.