FAQ

INSTALLATION

How do I download the free software?

Spin Palace’s casino software uses state-of-the-art graphics and sound to deliver the ultimate gaming experience. The initial download contains 2 games. A further 61 free games can be downloaded from within the software. (This can be done whilst playing any of the initial games). Click here to download now!

Where is the downloaded file?

The default location is to your desktop. If you saved it somewhere else and cannot find it then simply use the Find (files or folders) Windows facility.

What do I do once the download is complete?

You are now ready to install the casino software file that is saved by default to your desktop. If you saved it somewhere else and cannot find it then simply click on "Start"/ "Find"/ "Find files or folders" and insert spinpalace.exe in the "Named" field then click on "Find now". (Remember to search using the "Local hard drives" option). Once you have found it, double-click to begin the installation.

What is the installation file called?

spinpalace.exe

What are the minimum system requirements?

- IBM PC compatible computer
- Pentium 100 or higher
- 16 MB RAM · 8-bit color SVGA (640x480) - 256 colors
- Microsoft compatible mouse
- Standard Sound Blaster - compatible sound card (optional)
- 1MB Video Card - or better Recommended:
- Pentium 233MMX or better
- DirectX 3 or higher
- 32 MB memory or better
- SoundBlaster compatible sound card
- 2 MB SVGA screen card capable of 16-bit color (65535 color mode)
The casino software is compatible with Windows XP, 2000, NT, 98 & 95 operating systems

How do I connect to Spin Palace?

Make sure you are logged on to the Internet.
Double click on the Spin Palace Casino icon on your desktop

Or...

Click the Start button in Windows.
Select "Programs".
Select "Spin Palace Casino".
Click on "Spin Palace Casino".

REGISTRATION

How do I register at the Casino?

1. Connect to the Internet and run the casino software, first making sure that all your other applications are closed.
2. When the casino's main screen becomes visible, click on the "Connect" button, then on the "Register" button.
3. You now need to register as a Guest or Real player. Following the prompts, enter your e-mail address and contact details. You will be required to enter a password of your choice. Note that your password is case sensitive.
4. Once registration is complete, you will be given a player account number. Keep your account number and password in a safe place. You will use them to access the Casino each time you wish to play.
5. You will be asked if you want the software to remember your password. Select "Yes" if you are the only person to have access to the software.

What is the minimum amount of gaming credits I need to deposit?

In order to start playing online, you will need to deposit £/€/$20 worth of gaming credits.

I want to play for free but I am asked for a credit card - why?

You have opened a Real account - contact a customer service representative for information on how to open a guest account. Guests are allocated Guest accounts that do not require real money.

Do I pay to play as a Guest?

Guests are allocated Guest accounts that allow them to play for free!

For how long will my Guest account be active?

Guest accounts never expire. You are welcome to remain a Guest and play as often as you like.

Can I deposit more casino chips in Guest mode?

Yes. Simply click on the "deposit" button and type in the amount of credits you wish to deposit. In Guest mode, you may deposit as many credits as you like.

LOGIN

How do I log in to the casino?

1. Connect to the Internet.
2. Run the casino software.
3. On the main casino screen, click on the "connect" button.
4. When a dialog box appears, enter your account number and password
(or register for an account if appropriate).

What is my password and account number?

Your password is case-sensitive and must be entered the same way each time you log in. If you have forgotten your password or account number, contact a customer service representative for assistance. Remember to have your registration details handy.

What if I try logging in and it does not connect?

This is due to a bad or slow connection with your Internet Service Provider (ISP). Disconnect, then reconnect to the Internet and try again.

BANKING

Are my transactions secure?

Yes. Spin Palace uses 128-bit SSL (Secure Socket Layer) digital encryption to protect the details of your electronic transactions over the Internet. This is the Internet security standard for online transactions as demanded by major financial institutions. If you are uncomfortable including your credit card or banking details in any e-mail correspondence, you always have the option to telephone your details through to our customer service agents on our toll free line. Our financial transactions are processed by Eproc Ltd, Mezzanine West, Hadfield House, Library Street, Gibraltar, UK, a financial subsidiary of Spin Palace Casino. On your statement you will be billed as www.thepalacegroup.com. Their Services offer safe and secure e-cash, which Spin Palace is proud to be able to accept as a means of purchasing tokens. The banking facility is only available to Real Players i.e. players who wager with real money as opposed to Guest Players, who play for fun.

How do I deposit credits?

- Credit cards
- Debit cards
- Neteller
- Ukash
- Usemybank
- Paysafecard
- Moneybookers
- Click2pay
- ClickAndBuy
- Ecocard
- Wire Transfers

Why are my credit card deposits being rejected?

Certain financial institutions have decided to deny their cardholders the freedom to make deposits for online gaming transactions. We have however made provision for this by allowing you alternative methods of purchasing your casino credits. ****Click here for the alternatives****.

When and how can I claim my winnings?

Please note that it is not necessary for you to withdraw your winnings at the end of each session: your account can be maintained with a positive balance, and will be automatically saved by our server. These credits will be available for you to use the next time you log on to Spin Palace. All withdrawals are made through our Casino software. Simply go to the "withdrawal" button on the main screen on the Spin Palace software and enter the amount that you wish to withdraw in the box that appears. This will record your withdrawal with us and it will appear on our systems immediately. Please note, Players with large first time withdrawals may need to comply with certain security requirements, see the paragraph on fraud for further information. You have 4 options to withdraw a winning balance from your casino account: Switch and Solo, VISA, direct transfer (ACH), Neteller, Ecocard, Ezipay, Clickandbuy, Click2pay Moneybookers and Reversal of a request. ****Click here for more details****.

What fraud prevention measures are in place?

Spin Palace plays an active role in fraud prevention and detection. We aim to ensure the integrity of customer accounts as well as payments made to customers. Spin Palace employs a variety of appropriate security and fraud controls to oversee every transaction. Customers may be required to supply proof of identity, copies of their credit cards, a signed deposit history of their transactions and / or other appropriate documentation particularly when attempting to withdraw credits. This ensures that e-cash deposits and redemptions are not fraudulently transacted. How can I view my account? You can use CashCheck to see just how your account with Spin Palace stands. All deposits and withdraws can be viewed through this feature.

ADDING MORE GAMES

How do I download more games?

2 games are included in your initial download. To download up to 106 more free games use any one of the following methods:

To download a specific game: click on the button of the game you wish to install. The game will start in the same way as the regular games that you have already installed, except that it will take slightly longer to load. During this minor delay, the Casino is downloading the game files necessary to run the game that you have chosen. You will also notice the download progress indicator that appears over the game button. This progress indicator allows you to monitor the download status of the game. Please note that the download time is dependent on the speed of your Internet connection. The Casino will also download new games and upgrades during normal play. These downloads are however small and are only carried out during periods that the link between your computer and the Casino's servers is inactive, such as the time between reel spins in a slot machine. As your game play takes priority you will not even notice that these downloads are in progress.

To begin multiple downloads: click on the button of the game that you require and then click "Cancel". The game's progress can be monitored via the progress bar that appears over the game button. Clicking on the next game button will start another download. You will notice that the game button in question, along with the previous game button, both have progress indicators. The game specified by the last button clicked will receive preference and download first.

Why is a game grayed out?

The casino software highlights games that you have not yet downloaded by greying them out. These games will automatically be added to your collection while you are playing. If you want immediate access to play a greyed out game simply click on the game to begin the download process.

What do I do if a game I play has "upgrade available" written on it and is grayed out?

New versions should upload automatically in the background while you are playing other Spin Palace games. Should you want immediate access to one of these games, simply click on the game to begin the download process immediately.

Why does it take so long to download new games?

The number of games you have selected, your Internet connection, and conditions of your Internet Service Provider's (ISP) network all affect your download time.

What if I get an error when I try to download new games?

If you encounter any errors while downloading further games, please call a customer service representative toll-free. We're on call 24-hours a day, 7 days a week.

NON-DOWNLOADABLE GAMES (FLASH GAMES)

What are Instant Flash Games?

These games offer you an instant way to register and play the Spin Palace Casino Games. No downloading of software is required to play these games. You do however need to have Macromedia Flash installed on your computer. Once it has been installed, you can play any of our famous ****Flash games**** such as Blackjack, Slots, Keno and Poker. You can open a real account and play for real money or open a guest account and play for fun.

If however you wish to download our free software and play more of our great games, you can use your Flash Casino account number to play and win real money. To download the free software,****click here****.

Can I use my account on both the flash and downloadable casino?

Yes. In accordance with the basic terms and conditions of this Casino you may only have one (1) real account per person. You are however able to use your Flash Casino account with the downloaded games and vice versa. All deposits and wagers will be registered to your account used regardless of which software you are playing on. If you do not wish to play for real money, you are able to open a Guest account with either of the versions. To play on either version you will be required to have your account number and password. If you require any assistance, please contact our ****24/7 support team****.

SECURITY AND PRIVACY

Is my credit card number safe in your hands?

Yes, your details are safe. Your personal Real Account number and password must be supplied prior to any credit card transactions taking place. Secured data transfer during any transaction is guaranteed and any credit card information or other information will never be disclosed to any other company.

How safe is it to give my credit card details over the internet?

We and our partnercompany for fraud protection Proc-cyber, use state-of-the-art encryption technologies, which ensure that your personal and card information is protected at all times.

Are my account number and password safe?

Yes. The casino software uses 128-Bit encryption when data is transferred over the Internet. Each player is issued with a unique account number and players choose their own password, which they alone can access.

SUPPORT

How do I get technical assistance?

This casino provides 24-hour toll-free and e-mail support to all casino players. ****Contact us**** 24-hours a day, 7 days a week, if you have any questions, queries or suggestions. Our operators are standing by.

Who do I contact for queries?

All Customer queries will be responded to within 24hrs. E-mail us or call us toll-free:

E-Mail: support@spinpalace.com

Toll-Free Country Number:
USA: 1-866-720-0095
Canada: 1-877-710-8016
United Kingdom: 0800-587-1474
Rest of the world: +44-800-587-1474 (charges may apply)

LEGALITIES

Am I old enough to legally play at this casino?

Casino play is available only to persons older than 18 years of age, or the legal age of majority in their jurisdiction, whichever is the greater. Minors may not under any circumstances play at this casino.

Can I register a credit card at the casino that is not in my name?

Spin Palace does not allow players to register credit cards of which they are not signatories. These measures are taken to protect you, the player, your credit cards and account. If another person would like to play in our casino via your PC, we recommend they open their own Real Account..

GAME PLAY

How fair are the games at your casino?

The world’s leading Internet Gaming Developer - MicroGaming Systems, which places extreme importance on accuracy, develops our software. They have developed Playcheck, which allows you to review your last 72 hours of play - wager by wager. This allows you to check on the accuracy of the software. Playcheck is updated every 45 minutes. Every month we publish our ****payout percentage reports**** which are reviewed by Independent Auditors.

What happens if I lose my connection to the gaming server?

If the gaming server resolves the bet during the loss of your Internet connection, it will refresh your credit balance with the outcome of the bet. If it does not resolve the bet during loss of the Internet connection, it will present you with the unfinished bet the next time you select the game that was being played when the connection was lost.

Why do the slot wheels just keep spinning and don't stop?

This is caused by Internet traffic. The signal from the server is not being relayed to your software, so the slot wheels just keep spinning because they have not received the signal telling them when and where to stop. If you close the program, you will be refreshed to the last known position.

Why does the Roulette ball just keep spinning and doesn't stop?

This is caused by slow Internet traffic. The signal from the server is not being relayed to your software, so the roulette ball just keeps spinning as it has not received the signal telling it when and where to stop. If you close the program and then open it again you will be refreshed to the last known position.

Why do the cards not flip over during a hand?

This is caused by a bad or slow Internet connection. The gaming server will hold the wager until it can resolve the bet.