FAQ – Spin Palace’s Most Frequently Asked Questions

Welcome to the Spin Palace FAQ page, where you can find the answers to the questions most frequently asked about our online casino.

General Spin Palace Information

Is Spin Palace licensed and regulated?

The Lotteries and Gaming Authority of Malta licenses and regulates Spin Palace casino.

What is the legal age for playing at the casino?

Players need to be at least 18-years old in order to play our casino games, the legal age required in their particular jurisdiction, or whichever age is greater. Minors are forbidden play at Spin Palace. 

What are the requirements placed on wagering?

Spin Palace prioritises rewarding loyal players and ensures that entertainment options are extended by making certain bonuses, or free casino credits are available to players. These can be used in order to place real bets and make real money wins, and are provided subject to certain terms and conditions. Please click here to view our thrilling welcome offer in full.

Players’ balances consist of both a bonus and a cash account, and before he or she is able to withdraw any money from the bonus account, Spin Palace casino games will need to be played. Players will need to make bets to a certain value at the casino before any winnings become accessible. The sum total of the bets the player has made must be equal to or larger than fifty, 50, times the bonus’ value. The outcome of these wagers does not affect the bet-total in terms of withdrawing winnings. 

An example of this could be: if you are handed a bonus to the value of $10, the full amount of $500 would need to be wagered before you were able to withdraw the bonus $10. Please be aware of the fact that certain games contribute different amounts of money towards these wagering requirements. 

When the necessary wagering requirements have been met the funds will instantly be transferred from your bonus account over to your cash account in amounts of ten credits for every $500 that has been bet. In certain cases you will be able to withdraw this cash balance, but will then give up the balance of money in your bonus account. Please click here in order to review a detailed breakdown of the Spin Palace bonus system’s workings.

Are promotions and special offers available at Spin Palace?

One of the main reasons for Spin Palace’s popularity is that it makes a host of incredibly open-handed promotions and liberal special offers available to its players. Our welcome bonus is by far one of largest available anywhere online and hands players as much as €/$1,000 completely free of charge. All players need to do to grab hold of this extraordinary deal is sign up to the casino and follow the instructions to create a Real Money Account. 

Spin Palace also has recurring weekly promotions available for all of their players, ensuring that their accounts stay balanced and they are able to play the games they know and love for extended periods of time. Players are able to stay up-to-date on this type of information by means of either text messages or emails, with links provided within these for those who wish to “Opt In”.

Loyalty Tier players will be able to make use of special promotions that are higher in value, too. Each one of our four Loyalty Tiers makes particular weekly offers available, and these have been put in place in order to reward players who visit the casino on a regular basis. These bonuses are provided in the form of deposit-match offers and cashback deals.

How can I be sure play is fair?

Spin Palace casino makes use of industry-leading Microgaming software, and this in turn employs a Random Number Generator, or RNG, in order to determine the results of wagers. 

Additionally, the randomness of game-outcome is regularly reviewed by totally independent auditors. 

Can I access or download more games?

In order to download more than 100 free games you will follow one of the following methods:
• When you wish to download a particular game you will select the button pertaining to it. The game will then begin in the same manner as those already installed have, except in that it will take a slighter longer period of time to finish loading. During this small delay the casino is making sure that the game files you require in order to run the game that you have selected have been properly downloaded.

You will be able to view the status of your download by means of the progress-indicator that will come into view above the game’s button. Please remember that the amount of time that it will take for the download process to complete will depend heavily on the speed of your Internet connection.

The casino is also able to download further games and conduct upgrades while normal play is being enjoyed. Thanks to the fact that these files are kept as small as possible and the download process is only initiated during the periods of time that the link connecting your computer to the Spin Palace servers is dormant, like the moments between the reels spinning in one of the latest slots machine games, you will not notice any lag. 

• When you wish to download multiple games, select the button of the game your wish to install and then select the “Cancel” button. The progress of the game’s download process will once again be viewable by means of the progress-bar appearing over the button, and then clicking on the next game that you wish to download will start that process and run it simultaneously. You will notice an extra progress –indicator now, and need to bear in mind that the game selected last will receive download preference.

Should you run into any issues during these processes please refer to player support

Why does the game I’m playing not work properly?

Spin Palace casino is devoted to the task of offering only first-rate customer service, and makes this help available in more than 12 languages. You are urged to make contact with one of our highly trained representatives for any problems; queries or comments you may have, no matter how minor these may be. We are always happy to help, and pride ourselves on doing so quickly and competently. 

Full player support is provided by means of telephone; live chat; and email, and these portals are provided on the “Contact Us” tab. 

Becoming a Spin Palace Player

How do I open a Spin Palace account?

Getting started at Spin Palace is quick and easy, and the 3-step registration process for a free account only takes a minute. 

To begin you’ll need to click Play Now, then you’ll be taken to the first of 3 registration pages. You’ll need to create your own username and password, fill in your personal details, your preferred language and currency options and your mobile number, and then you’ll be good to go.

Do I need to download software?

No, there is no download required to enjoy all the great casino games Spin Palace has to offer.

Spin Palace Account Access

How do I log into my Spin Palace online casino account?

Accessing your Spin Palace casino account online will require you to do the following:
1.    Connect the device you will be using in order to do so to the internet
2.    Get the casino software up and running, either by means of the Flash version or the full software download that will have installed a shortcut button on your device
3.    Click on the “Connect” button found on the casino’s main screen
4.    Enter your account number and password info into the dialogue box that will appear

My account is locked – How can I unlock it?

If your account has been locked then you will need to contact a member of our support team in order to assist you in opening it up again. 

What should I do if I forget my account number or password?

If you have forgotten either your password or account number we ask that you navigate to the “Contact Us” area of the Spin Palace site and make a connection with one of our support team members. Because of our incredibly strict security protocols we will not be able to provide you with password information by means of email, and ask that you make direct contact by means of the Live Chat or Telephone portals in order to do so. 

Spin Palace Online Casino Banking

How can I get Spin Palace casino credits?

Spin Palace provides multiple ways by which you will be able to purchase credits to use at our casino, and the most popular of these are all available for you. Feel free to use your credit cards; effect bank transfers; or take advantage of one of the many web-wallet facilities we support, including NETeller and Entropay. 

All of the banking options we provide are totally safe; incredibly secure; and very easy to use. When you wish to top up your Spin Palace bank account simply head on over to the “Banking” section of our website and make your preferred selection in order to do so. 

Click here for additional information regarding our deposit options, and if you have any questions regarding purchasing Spin Palace casino credits, or on the workings of our various deposit options, feel free to contact our ready and able player support team at any time. 

You can put all questions of safety and security aside, since we have multiple protocols in place that ensure that you stay totally protected at all times. Before any transaction is processes you will have to enter your account number and password info, and the transfer of this data is guaranteed to be totally protected. We make use of state-of-the-art 128-bit Secure Socket Layer, or SSL, digital encryption in order to keep your information from falling into the wrong hands, and are committed to maintaining Internet security-standards for the safety of all our players’ online transactions. 

Can I use a credit card not on my name at the online casino?

In order to protect Spin Palace players we unfortunately cannot allow you to make use of a credit card that is not in your name. Should you have a friend or family member that wishes to enjoy some of our games we ask that you direct them to open their own Spin Palace accounts.

Why have deposits made with my credit card been rejected?

Certain financial institutions elect to deny their customers the option to make money available for online gaming purposes, and this sometimes results in unpredictable experiences in terms of using credit cards to effect deposits. 

Spin Palace understands how very frustrating this experience is, and has tried to address this issue by making multiple deposit-methods an option. Please head over to our “Banking” tab to review these, or click here for more details

Your Credit Card Company or bank may also decline transactions if you have reached the limit of your online deposits as set by either of these. You will need to contact the financial institution in question in order to get these limits increased. 

Why must I supply documents when I want to make a withdrawal?

We demand the utmost in protection for both our casino and the players enjoying its services, and have thus taken an incredibly active role as far as fraud detection and prevention is concerned. The supply of necessary documents whenever a withdrawal is being processes is a standard online-gaming industry standard requirement, and is by no means an attempt to delay the payout process.

In order to comply with security protocols, and in compliance with eCOGRA; local and international banking stipulations, the casino may need to request copies of approved identification documents from a player before he or she is able to withdraw money from their Spin Palace casino account. Examples of these include utility bills and driver’s licenses. 

These security checks help us ensure that redemptions and deposits are not fraudulent. 

Spin Palace Player Support

I can’t find my question on the FAQ page – How else can I find player support at Spin Palace?

Spin Palace provides for email; live chat and telephone support, all of which have portals supplied at the “Contact Us” section of the site. 

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