Frequently Asked Questions

A) Account Questions

I forgot my username/password. What to do?
The easiest way to get a new password is to click on the forgotten password link on the login form. You will soon receive a link that will allow you to enter a new password for your MyCasino.io account. Another option is to contact our customer support directly at support@mycasino.io and they will be more than happy to assist you.
I forgot which email address I registered with. What to do?
Please contact our customer support at support@mycasino.io and they will advise you further.
Can I have more than one account?
Unfortunately not, according to our license we can only accept one user account per user IP address/household.
My personal details are incorrect. How to change them?
Please contact our customer support at support@mycasino.io immediately if you find any incorrect details on your account.

B) Deposits & Withdrawals Questions

How long does it take for a deposit to reach myCasino account?
Please click here to see a list of the different deposit methods and the estimated process time for each.
How long does a withdrawal typically take?
Please click here to see a list of the different withdrawal methods and the estimated process time for each.
What currencies does myCasino support?
You can register an account at myCasino with one of the following currencies: EUR, USD, GBP and AUD.
What if I want to deposit money through a method that that’s not supported?
At myCasino, we are doing everything we can to make money transferring as easy as possible. In case we missed a provider that you are looking for, please contact our customer support at support@mycasino.io and we will be glad to add it to our list if possible.
Can I deposit money to an account that is not in my name?
Unfortunately not, all deposits need to be done to an account that is registered in your own name.
I made a deposit but it never reached my account. What happened?
If a deposit takes longer than usual to arrive, and has not yet been credited to your account, be so kind to send a screenshot of the missing deposit to support@mycasino.io and we will locate it for you promptly. Please provide us with as much info about the problem as you can, since this will help us avoid similar issues in the future.

C) Casino Questions

Can I try the casino games without spending money?
All casino games featured on MyCasino.io can be played without real money except to Live Casino games. This gives you the opportunity to familiarize yourself to the diverse range of fun games and perhaps find your own favourite that you might continue playing.
What happens if I lose connection while playing a casino game?
You can never lose money or any winnings due to disrupted connection to the server during the game. All games are logged separately, and even if an error should occur, all the information will still be available. In case the connection breaks down during a game, please restart the game you were playing and you will be able to continue from where you left off. If the connection is lost after a round/spin has started, the round will automatically be completed and any potential winnings will be normally credited to your account.
The casino game doesn’t start when I click on the link. Why?
To be able to participate in our casino games, you need a Java installation. You can download Java here: https://www.java.com/en/. Please also make sure whether have the latest version of Flash installed. You can download Flash here:http://get.adobe.com/flashplayer/
If the game still fails to load, please try using another browser and/or contact our support at support@mycasino.io
An error or technical issue occurred in the casino. What should I do?
Every spin you make is stored in a database. Please contact our support team on support@mycasino.io if you feel that any irregularities during your game play. Please stop playing the game in question and provide us with the following pieces of info that can help us determine how to resolve the issue:
- Game name
- Time played
- Stake
- What happened

If possible, also provide a screenshot of the problem.
My favourite game is missing?
In case a game you really like is missing, please contact our customer support at support@mycasino.io and we will do our best to add it to our offering!

D) Bonuses Questions

Why can’t I see my winnings from casino free spins?
All winnings generated from free spins are credited to the account as bonus money and they are subject to standard bonus terms and conditions.
Why can’t I withdraw my winnings from bonus money?
All bonuses are subject to wagering requirements. Before these requirements have been met you cannot withdraw any winnings including the bonus amount. Please read the bonus terms to better understand how bonuses work at MyCasino.io

E) Security Questions

Do I need to verify my account before I can make a deposit/withdrawal?
Under certain circumstances we may require verification of your identity and/or address in order to comply with the statutory requirements.
How long does it take to verify my account/documents?
We aim to verify your account immediately when you send in the documents, however delays are possible in rare cases due to large amount of requests.
Is it safe to upload private documents to MyCasino.io?
All documents we receive are stored in a secure environment, and are only accessible to senior security personnel.
Is my money safe on MyCasino.io?
Deposited funds are kept in a separate bank account at all times, completely isolated from accounts belonging to the company and other players. That means the money is protected no matter what.
Are my data and activity on MyCasino.io secure?
From the moment you log in, all communication between your web browser and MyCasino.io website is protected using industry-standard encryption technology. This ensures that your personal data and activity on our site is kept private.

F) Responsible Gaming Questions

Can I determine my own deposit limit?
You can set your own deposit limits and by contacting our customer support and asking for the limits setup. Please note that if your want to increase the limit, the change will take effect within 7 days after you change the parameter. Reducing the limit takes effect immediately.
Is it possible to close my account for a while?
You can close your account for a specified period by sending an email to support@mycasino.io
How can I close my account permanently?
Please be aware that MyCasino.io is not able to permanently delete your account due to security and statistical reasons. If you would like terminate your account with us, please send an email to support@mycasino.io and provide us with a brief explanation of your decision. If you go through with this procedure, your account will be permanently deactivated and you won’t be able to re-activate it or open another account on our site.