Question 1

Why should I register?

Accepted Answer

We offer new and unique games! We are home to fantastic games that can't be found anywhere else. Before playing our games for real money you need to register an account. Signing up is easy and completely free.

Question 2

How do I register?

Accepted Answer

It’s so easy to join! From the main lobby click on ‘Log In logo’ and then on the “join now” button from here you should simply follow the on screen prompts.

Question 3

Do I need to provide ID when opening an account?

Accepted Answer

We use the latest technology to perform necessary security and age verification checks - this means that in the vast majority of cases, we’re able to automatically verify your details. In the event that we’re unable to do this, we may ask you to provide relevant documentation to satisfy regulatory or legal requirements.  These items can include, but are not limited to, passport, driving licence and utility bills. We may also need to ask for additional documents at a later date.

Question 4

Is your site secure?

Accepted Answer

Your personal information is kept secure at all times. Your password is not visible to anyone including internal staff and should not be disclosed. If you feel that your information has been compromised please change your password and let Customer Support know as soon as possible. 
We follow industry-wide best practice to keep your account safe by using the strictest processes to ensure that your details are stored securely and we have implemented strict data protection and storage policies as set down by and regulated by the Government of Gibraltar. These policies also meet UK and EU standards.

Question 5

Why can’t I login?

Accepted Answer

You should ensure that you are entering the correct login details, should you enter these details incorrectly ten times your account will be locked as a security precaution, in this case you will be required to contact us. In all cases please make a note of any messages you are receiving and contact our Customer Support team who will be able to assist you.

Question 6

What if I have forgotten my password or username?

Accepted Answer

If you have forgotten your password or username please contact Customer Support and we will then take you through a simple but secure authentication process, before your details are re-issued. Alternatively, you can use the Forgotten Password link just below the password input field at the top of the casino lobby page.

Question 7

How do I deposit money in to my account?

Accepted Answer

Once logged in, select the DEPOSIT option from the menu on the right side of the lobby. Select your preferred Payment Option, you will be asked to fill in the details for your required payment method, enter the amount you wish to deposit, and simply follow the instructions. Once completed the amount deposited will immediately show on your account and you can use it to play right away. All deposit options used MUST be in the name of the registered player.

Question 8

Are my payments safe?

Accepted Answer

Yes.  We meet requirements set out by Visa, MasterCard and all major Ewallet providers including voucher-based payment providers, ensuring that your financial information is safe and secure at all times. Furthermore, all card transactions are processed by a global leader in online payments, providing a robust and secure payments system. 
Your funds are held in a separate bank account to our company funds and we are not allowed by regulation to borrow money against it or put it at risk in any way.

Question 9

Does it cost anything to make a deposit?

Accepted Answer

A fee of 15.00 % will be deducted from Boku mobile deposits. In example a Boku deposit of £30.00 will have a fee of £4.50 applied and your Casino account will be credited with £25.50. We don’t charge you to make a deposit using any other payment method.
With the exception of Boku the whole amount that you deposit with us will be added to your account balance. However, we are not responsible for any charges that your bank or payment provider may levy.

Question 10

How much can I deposit?

Accepted Answer

The minimum amount you can deposit in to your account using Boku is £15. For all other payment methods the minimum amount for a deposit is £10.  You are also able to set your own limits of how much you can deposit each day. The maximum amount that can be deposited in a 24 hour period depends on your chosen payment option

Question 11

What if my deposit fails?

Accepted Answer

If you are having difficulties in depositing, please confirm that the details you have provided are accurate and that you have the required funds available in your account. Our Customer Support team may be able to provide you with more details regarding your failed deposit; however in such cases we recommend that you either contact your bank or alternatively select a different payment method.

Question 12

How do I use NETeller?

Accepted Answer

Step 1 : Opening your NETeller account
Simply log on to the NETeller website and complete the registration process.
You will receive a 12-digit NETeller (1-Pay) Account ID and also a NETeller Secure ID. The Secure ID adds another layer of security to the deposit process.
Step 2 : Registering your details
When you have your new NETeller account details, you will then need choose a way of putting money into your NETeller account. You can use a credit card or use the NETeller 'Instacash' system to deposit and withdraw using your bank account directly.
Step 3 : Depositing your funds
Deposit your money into your NETeller account and then log on to your Nektan casino account and follow the on-screen instructions to transfer your funds instantly to your casino
Rules For NETeller deposits:
All payments from and to your credit card are made by NETeller therefore all such queries should initially be directed to them.
All money from a NETeller account must be paid back to the same NETeller account when withdrawing.
All deposits must be made from a NETeller account with the same account name and details registered on your casino account

Question 13

How do I use Boku?

Accepted Answer

Boku is a quick and easy way to deposit via your mobile device. Your deposit is charged directly to your mobile telephone bill by using your mobile number, just reply Y to the text message you receive and your balance will be automatically updated. Boku deposits are done in increments of £5. The minimum deposit is £15, with a maximum of £30 a day. Boku is only live with 02, 3 & EE. We are not currently accepting deposits from Vodafone and Boku will not work if Virgin is your mobile phone service provider.
 Withdrawals will be either via bank transfer or to an alternative payment option, you should be aware that Boku does not allow withdrawals back to your mobile provider. We may require you to register a different payment option to allow for a withdrawal should you not want to use the bank transfer option.

Question 14

How do I use Paysafecard?

Accepted Answer

When depositing with Paysafecard, neither a bank account nor a credit card is needed. You will need to find your local sales outlet with the search feature. A Paysafecard is available in the following amounts: 10, 25, 50, 75 or 100 GBP. Pay online with Paysafecard by simply entering the 16-digit Paysafecard PIN. Deposits are instantly credited to your Nektan gaming account. The minimum deposit is £10
Withdrawals will be made via Payouts to my Paysafecard. Completing the free sign-up process opens your my Paysafecard account. The email address used for your my Paysafecard account must be the same as used for your Casino account registration.

Question 15

How do I use Skrill 1 Tap?

Accepted Answer

Register a Skrill account at https://www.skrill.com/en/

Deposit funds in to your Skrill account.

Login to your casino account and select the cashier

You will see Skrill 1 tap as a payment option, select this and the amount to deposit

Your casino account balance will be updated instantly

We recommend that you always check the Skrill terms and conditions

Question 16

How can I withdraw my money?

Accepted Answer

To make a withdrawal simply go to the menu on your account, click on transactions, and then the withdraw icon, insert your password and the amount that you wish to withdraw.
The minimum amount you can withdraw is £10, when you make a withdrawal, the money will immediately be deducted from your account balance. Please note that all withdrawals will be checked prior to processing and these checks can take up to 3 working days. In some instances, our payments and fraud team may require additional time, or you may be required to provide identity verification documentation prior to the withdrawal, if this is the case you will be informed via email as soon as possible.  
Transactions made using debit or credit cards can take up to 3-5 working days to clear with your card provider.

Question 17

How do I change the payment method on my account?

Accepted Answer

In order to change your payment method, please go to the deposit section on the right side of the lobby and then select other payment options. If you encounter any difficulties, please contact the Customer Support team.
Note that the AML rules state that winnings (where possible) must be withdrawn to the same payment option used to deposit.

Question 18

Is my information kept confidential?

Accepted Answer

All your information will be handled confidentially and will not be given or sold to any third party unless we are legally obliged, or we have your express permission.

Question 19

Can I open more than one account?

Accepted Answer

No. As your account contains personal and financial information relating to you, we only allow one account per person, because of this we do not allow sharing of an account with anyone else. We also reserve the right to immediately terminate multiple accounts if we believe they are being operated by the same person.

Question 20

Why is my email address shown as already in use?

Accepted Answer

Because we only allow one account per person, and that we use your email address as part of the account authentication process, it can only be registered with us once. This means your email has already been used to set up an account.

Question 21

How do I know whether the games are fair?

Accepted Answer

Our table and slots games use a Random Number Generator (RNG), which randomly generates results. The randomness is closely and regularly monitored in-house by Nektan (Gibraltar) Ltd. experts and has been certified externally by a leading industry independent testing company.  NMI is a reputable, internationally recognised, Accredited Testing Facility.

Question 22

Where can I find my results?

Accepted Answer

You can also see a history of your games by visiting ‘your account’ area in the lobby.  Here you will see a graphical representation of your last ten games along with a complete history of your transactions?

Question 23

How do I claim my winnings?

Accepted Answer

Every time you win, your prize will automatically be credited into your account balance, unless you you have a jackport game win, in which case the win will be verified in the first case. You can withdraw this balance at any time so long as it is £10 or greater

Question 24

How much can I win?

Accepted Answer

Each game has its own table showing the relevant payout structure. Please select the Payout Table button on each game for full information.

Question 25

What are bonus funds?

Accepted Answer

Bonus Funds are considered to be a second account balance although, bonus funds cannot be withdrawn, they are only withdrawable once converted to cash. Bonus funds converted are subject to a maximum cash value. Please see the individual Terms of the promotion for details.

Question 26

How can I spend my bonus funds?

Accepted Answer

Your bonus balance can be used the same way as cash on most of our games although it will be used after your cash balance. You should check the individual bonus terms to establish which games are allowed.

Question 27

Which games are Premium Slots?

Accepted Answer

Premium slot games which contribute 75% to bonus wagering are as follow:

Aloha, Ariana, Bar Bar Black Sheep, Butterfly Staxx, Copy Cats™, Dazzle me™, Drive: Multiplier Mayhem, Fairytale Legends: Hansel and Gretel™, Fisticuffs, Football: Champions Cup™, Fruit Shop Christmas Edition, Fruit Spin, Glorious Empire, Golden Mane, Joker Pro™, Jungle Jim - El Dorado, Jungle Spirit: Call of the Wild™, King of Slots, Lucky Leprechaun, Magic Portals, Mermaids Millions, Mythic Maiden™, Neon Staxx, Secret of the Stones™, SECRETS OF CHRISTMAS™, Spiñata Grande™, Twin Spin™, Wild Wild West: The Great Train Heist™, Dead or Alive, Dead or Alive 2

Question 28

Games excluded from bonus wagering & cashback promotions:

Accepted Answer

7 UP, All Games from ELK Studios, All Table Games (Roulette, Blackjack, Baccarat, Poker), An Evening with Holly Madison, Anchorman, Arcade Bomb, Astro Legends, Book of Gods, Book of OZ, Book of the Irish, Bridesmaids, Cash Stax, Cats, Chilli Gold 2-Stellar Jackpots, Dancing Drums, Divine Fortune™, Dracula, Dragon Tiger, Dream Catcher, Extra Chili, Football Studio, Fortunes Of Sparta, Game of Thrones 243 Ways, Genie Jackpots, Gold Train, Golden, Golden Egypt, Golden Jungle, Gong Xi Fa Cai*, Gorilla Go Wild, Guns N' Roses, Harley Davidson Freedom Tour, Highlander, Hi-Low Gambler, Holy Diver, Hook's Heroes, Icy Wilds, Its Magic, Jackpot Jester Wild Nudge, Jimi Hendrix Online Slot, Jumanji, Jurassic World, Lucky Bakery, MegaJackpots® Cleopatra*, MegaJackpots® Golden Goddess, MegaJackpots® Isle O'Plenty*, MegaJackpots® Siberian Storm*, MegaJackpots® Star Lanterns*, MegaJackpots® Wheel of Fortune, MegaJackpots® Wolf Run*, Mighty Hot Wilds, More Monkeys Stellar Jackpots, Motörhead Video Slot™, Paws of Fury, Penguin City, Pixies of the Forest II, Planet of the Apes, Playboy, Playboy Gold, Pontoon, Psycho, Punto Banco, Reel Heist, Scarab, Secrets of Atlantis™, Slots o Gold, Spin Sorceress, Spin Town, Starmania, Steam Tower™, Super Diamond Deluxe, Super Spinner Bar-X, Ted, The Invisible Man™, The Mask, The Phantom of the Opera, The Pig Wizard, Thunderstruck , Thunderstruck II, Tomb Raider Secret of the Sword, Top Cat, Viking Go Wild, Vikings, Vikings Go Berzerk, Vikings of Fortune, Vikings Go To Hell, Village People, Warlords: Crystals of Power, White Rabbit, Winstar Deluxe, Wolf Hunters, Wolfpack Pays, Worms Reloaded

Question 29

Can I withdraw my Bonus Balance?

Accepted Answer

Each bonus will have a required ‘turnover’ meaning that you must play the deposit and bonus funds through a certain number of times prior to converting the bonus to withdrawable cash. Please note that not all games count as 100% to the required turnover, specific details can be found in the section above in this FAQ entitled “Which games are Premium Slots? ”If you request a withdrawal of your cash balance before you have completed the required turnover of your bonus funds, you will forfeit both the remaining active bonus balance and any pending bonuses on your account.

Please note that low risk wagers, or any low risk play strategy, which we might believe not to be in line with the spirit of the promotion will not count towards the turnover requirement i.e. bets that cover either red & black or odd & even.

Question 30

Do all bets count towards required bonus turnover?

Accepted Answer

Not all bets placed will count 100% towards your turnover.

Specific details can be found in the section above in this FAQ entitled “Which games are Premium Slots?”

Question 31

What is your Welcome Bonus offer?

Accepted Answer

Full details of our current welcome bonus can be found by clicking on the welcome banner in the casino lobby.

Question 32

What is the minimum deposit to claim a bonus?

Accepted Answer

Each bonus has its own specific terms and conditions, that advise you of the required deposit amount.  To claim our welcome offer you must deposit a minimum of £10.

Question 33

Are bonus funds available to play with immediately?

Accepted Answer

Yes.  As soon as your bonus has been credited in to your account it is available for you to play with although your cash balance will always be used before your bonus balance.

Question 34

Why can’t I see my bonus/why is my bonus pending?

Accepted Answer

In order to activate your next bonus, you have to play through and fully consume your current bonus balance to zero.

If you only have a tiny amount left, you can change the number of lines and minimum bets on the following games which offer the lowest wager amounts:

- Best of British

- Shamrock & Roll

- Trolls Tale

- Candy Swap

Alternatively, you can cancel the remaining funds from your active bonus balance in the lobby on the wagering bar.

Question 35

How much do I have to play to release the bonus?

Accepted Answer

Each bonus will have its own required ‘turnover’, meaning that you must play the deposit and bonus funds through a certain number of times prior to withdrawal. i.e. if you receive a £10 non- deposit bonus that has a turnover requirement of 40 times you must wager £400 prior to requesting a withdrawal (£10x40=£400). Please note that not all games count as 100% of the required turnover, specific details can be found in the section above in this FAQ entitled “Which games are Premium Slots?”

Question 36

How long is my bonus valid for?

Accepted Answer

Please refer to the bonus specific and general terms and conditions for full information, as validity periods may vary.

Question 37

Who are we?

Accepted Answer

This network is operated by Nektan (Gibraltar) Ltd and is licensed by both the Governments of Gibraltar and United Kingdom

Effective Date 7th March 2019

VFAQ070319-1

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