FAQ

Licensing and Security
I am afraid my account might be compromised, what can I do?

Contact our Customer Support either through our live chat or by email, close your account, and change the password to your personal email account as well, in order to prevent further unlawful use. If you suspect fraud, report it to your local police and we will cooperate directly with them in their investigation.

How can I be sure the games are not rigged?

We can reassure you that the games are not rigged as both we and our game providers use Random Number Generators to determine the result of every game round. We are constantly monitored by an independent third party that makes sure that every spin is completely up to chance.

Is my money safe with you?

We work hard to keep your data safe and make all reasonable efforts to safeguard the confidentiality of all personal information that we process. We regularly review and enhance our technical, physical, and managerial procedures to ensure that your personal data is protected. These cover areas such as access control, authentication, auditing, monitoring, alarms, data storage, back up, and transmission standards. This is to ensure there is no unauthorised access or modifications to data, no improper use or disclosure, or unlawful destruction or accidental loss. Our security policies, rules and technical measures are dedicated to the protection of all personal information that we have under our control.

All our employees and third-party data processors, who have access to and are associated with the processing of personal information, are further obliged to respect the confidentiality of this personal data and are subject to a code of conduct which requires them to adhere to privacy principles. By its very nature however the Internet is not a secure medium and data sent via this medium can potentially be subject to unauthorised acts by third parties. No method of transmitting or storing data is completely secure, however if you have a security-related concern, please contact Customer Support. You can find more information about how your data is processed in our Privacy Policy: https://www.simplecasino.com/en/privacy-policy

Responsible Gaming
How can I stay in control and enjoy myself?

Set an alarm - time flies when you are having fun. Just like when waking up in the morning, an alarm can help you refocus and reflect on whether you want to continue playing or take a break. You can also set time limits on your account.

Set a budget and stick to it - budgeting allows you to create a spending plan for your money. It also ensures that you will always have enough money for the things you need and the things that are important to you. Setting a budget is also a great way to understand how much you are willing to spend on shopping, travelling, and gambling for example. Set your money limits - We all know how easy it is to forget our good New Year's resolutions. The same applies to our money limits while we are gambling. It's just too easy to lose track. That's why we set up our responsible gambling tools. They help you to stick to your set budget.

Stay in touch with family and friends - Don’t isolate yourself and remember to get in touch with people that matter to you. Your life outside the online world comes first. Gambling should be about fun and not be a main priority in life.

Check in with yourself - and be honest now... Here are some important questions you can ask yourself when you are gambling:

Am I truly enjoying this? - Am I in a good mood while playing? - Or am I gambling for some other reason?

Don’t drink and drive = don’t drink and gamble - Drugs, gambling, and alcohol are a risky combination. You are not in control of your senses and your gambling anymore whilst under the influence which means you are giving up control.

Talk to us - we are a friendly bunch of Customer Support agents who always want to support you the best we can. If you have any questions about gambling, responsible gaming, gambling addiction or ways to stay in control, please do contact us via chat or email - and we'll talk about the best way to move forward!

Can I set limits on my account?

Yes, and we encourage all our players to set limits and time restrictions so that they can always stay in control of their gambling.

We believe that gambling can be a fun pastime when it's under control. In order to stay in control, we suggest you activate limits and time restrictions to have a good overview of how much you have played as it can be an extra help when it comes to controlling your gambling.

You can choose to set daily, weekly and monthly limits for both deposits, losses and wagering. You will find the limit section by logging on, going to your account, and selecting "Edit limits". You can easily set and change your limits yourself, to be in complete control.

However, we encourage you to think through what your personal limits should be, as this is a very personal decision that only you can make. When lowering your limits, the change will be immediate. When increasing or removing a limit, there will be a 7-day cool-off period before the change gets activated. You are always able to edit or cancel your limits inside your player account.

How do the time limits work?

We have several time limits tools available. You can choose them by clicking the "Edit Limits" section on your account. You can then choose to close your account for a shorter time by taking a time out, or a longer time by self-exclusion.

The Reality Check reminds you how much time you have spent gambling and asks you whether you want to continue.

Time out gives you the chance to take a break for up to 6 weeks.

You can also apply for a self-exclusion period between 6 months and 5 years, should you wish to take a prolonged break from gambling. Self-exclusion can help you focus on other things in life and re-evaluate your gambling behaviour.

How do the money limits work?

At Simple Casino we offer a loss limit, deposit limit, and a wagering limit. This guarantees that you will never lose, deposit or wager more than the amount you chose.

Only you can set and edit the limits and if you increase a limit, it will take 24 hours before it gets activated. If you decrease a limit it will activate immediately.

The deposit limit helps you control how much you can deposit over a specific time period. This helps you set your budget for a specific time frame. Please note that for all markets our deposit limit is a net limit which counts withdrawals made from your accounts during your chosen time period. A net limit means that if you, for example, have a limit of €/C$ 30 per week and you win another €/C$ 100 (and withdraw it), your limit for that week is now €/C$ 130 instead. Thus, you will not lose more than €/C$ 30 per week of your own deposited money.

The loss limit controls how much you can lose for a specific time period. Remember that the loss limit only is based on deposited money and not on winnings. For example, a daily loss limit of €/C$ 50 will take effect if you lose €/C$ 50, preventing any further play in the casino until the next day. However, if you win €/C$ 10, you can lose €/C$ 60 until the next day.

The wager limit allows you to control the amount that you play. This limit calculates the value of all bets placed with real money on casino games. You won’t be able to play any game once the limit has been reached. For example, a daily Wager Limit of €/C$ 50 will give you exactly €/C$ 50 worth of gameplay, regardless of whether you are winning or losing. Once €/C$ 50 has been reached, your gameplay will be restricted until the next day when the limit is once again reset.

Where do I turn to if I need help?

Here are some helpful charities and links that provide guidance when it comes to gambling issues:

Gambler's Anonymous is a fellowship of men and women who share their experiences, strengths, and hopes that they may solve their common problems and help others to recover from gambling related issues. Their services can be accessed worldwide.

Software to block gambling sites:

If you wish to block access to Gambling products, please review the below providers of software to filter and/or block gambling websites:

Cyber Patrol (available for Windows, Mac, iOS and Android).

GamBlock (available for Windows, Mac, iOS and Android

Net Nanny (available for Windows, Mac, iOS and Android)

Optenet PC

Betfilter (available for Windows, Mac, iOS and Android).

I think I gamble too much, what should I do?

Here at Simple Casino our players’ well-being is our top priority. Gambling should only be about entertainment and fun, and if that is no longer the case, we are here to help.

Gambling should not cause you distress or unhappiness, even if you lose, because that's part of gambling. After all, gambling is a game of chance and you can’t control anything in a game of chance.

If you ever feel like you are playing too much, or that you don't have your gambling under control, we encourage you to make use of our responsible gambling tools (money and time limits). They can be an extra help when it comes to controlling your gambling. You can find them by navigating to your account and selecting “Edit Limits”.

Through the settings, you can easily set and change your limits yourself, in order to stay in full control. We encourage you to think well about what your personal limits should be, as this is a very personal decision that only you can make. If you feel that you cannot control your gambling anymore, we strongly encourage you to close your account. Please feel free to communicate your decision to our Customer Support that case, by chatting with us or sending us an email. From there we can speak about what the best way forward is.

I would like to close my account because of my gambling addiction, how do I do this?

We urge you to please contact our Customer Support straight away, if you feel that your gambling is getting out of hand and that you're not in control anymore!

We can help you close your account and provide you with helpful links. We are available via email on [email protected] or via chat Monday – Sunday, 09:00 - 00:00 CET and are always happy to hear from you!

Casino Heroes, Simple Casino, Betser, Speedy Bet, and Speedy Casino are online gaming products offered by Hero Gaming. Once an account is closed because of a gambling issue, we must close all of the players' accounts on all of our sites to prohibit any further gambling.

What is the minimum age for gambling?

As young people are a particularly vulnerable group; we feel that they need to be extra protected. In order to make sure all our players are over the age of 18, we run verification checks and reserve the right to request documentation and suspend an account until a player’s age is verified.

Parents:

If you‘re a parent who is concerned that your underaged child might be gambling, please contact our Customer Support and we will investigate it. You can also look at parental control software, such as ContentWatch or Cyber Patrol. These are smart filters which block online websites and content.

Someone I know has a gambling problem, what can I do?

If someone you know has a gambling problem and they are playing on our site, feel free to let our Customer Support know. It shows great care that you are watching out for your friend(s) and that you are making sure they are not harming themselves by gambling.

We also recommend contacting organisations such as GamAnon. They provide information about problem gambling and its financial and emotional effects on the gamblers' families and loved ones. Furthermore, you can provide them with some of the useful links we mention here in our FAQ section "Where do I turn if I need help".

Mobile
What happens if I get a call while playing?

If you get a call while playing on your mobile, the game will start again from where it ended, when you go back to the it after the call.

Can I save the site on my Android phone?

You can save our website it as a shortcut, so when you click on the icon, it takes you directly to our site.

Can I play using a mobile?

Yes, you can! Our games work best with iPhones, iPads or Androids. To play via mobile, simply open your browser and go to www.simplecasino.com

Technical Issues
When I open a game, it doesn't load. What do I do?

If you click the game and the screen freezes, try clearing your browser's history, cookies, and cache. Info on how to do this can be found in the next section. If clearing your browser doesn't help, try to update Flash player. Other troubleshooting methods that you can try are:

-Changing your web browser, give Internet Explorer, Mozilla Firefox, or Google Chrome a try.

-Try playing from another device, change to your phone or computer.

-Restart the device. If you get an error message, please contact Customer Support.

How do I clear history, cache, and cookies on my browser?

Log out from the site and then follow the instructions for your browser:

Google Chrome
Safari (iOS)
Safari (Mac)
Internet Explorer
Microsoft Edge
Mozilla Firefox

Then close the browser, start it up again, log in, and try again.

What are cookies and cache?

Cookies are small files that save your preferences on a site. The cache memory consists of files that make the page load quicker. These can take up a lot of space and end up slowing down the site.

What browser do you recommend using?

We highly recommend that you use Google Chrome, and make sure you update your browser regularly!

I lost my connection in the middle of a game round, what happens now?

If it's a connection error, the round continues and pays out any winnings as per normal. If the game round is stuck, you will get an error message and you will in that case need to contact Customer Support.

The games are running slow, what should I do?

We recommend that you upgrade your browser and clear your history, cookies, and cache. If that doesn't work, try a different browser. You can also contact our Customer Support via chat or email.

Bonuses
Do I get any sign-up Free Spins?

We don’t offer any Free Spins when you register on the site.

Tell me more about Simple Casino’s Welcome Offer!

We want to welcome all new Players with a great gift! First, however, we do require some commitment from your end. This means that you will need to make a deposit to get hold of the bonus which gives you 100% when you deposit up to €/C$ 500.

Why is my wagering requirement not decreasing?

You always play with your real money first, and you only wager when playing with bonus money. This means that the bonus gives you a second chance to win in case you lose your real money. When your real money balance is €/C$ 0.00, you start to wager with your bonus. You can check your balances and wagering by navigating to the withdrawal page in your wallet.

Do all games contribute to the wagering requirement?

Different games affect the wagering requirements differently and can be seen in the list below:

Slot machines 100% (except Blood Suckers, The Wish Master and Dead or Alive - 0%)

Blackjack (incl. Pontoon and Double Exposure) 10% Roulette (all kinds) 5%

Baccarat (all kinds) 0%

Video Poker 30%

Punto Banco 0%

Oasis Poker 10%

TXS Hold’em poker 10%

Casino Hold’em 10%

All other games 100%.

Where can I see my remaining wagering requirement?

On the withdrawal page, you see a message displaying your real money balance, bonus balance, and remaining wagering balance.

How does the wagering requirement work?

Regardless if you win or lose, any placed bets with bonus money will lower the wagering requirement. The maximum stake per bonus bet is 5 €/C$. When playing for real money, the wagering requirement will not be affected .

What are wagering requirements?

Wagering requirements represent the monetary value of bets that you need to place to turn bonus money into real money, that you can withdraw.

What is your wagering requirement?

Our wagering requirement is 40x the bonus.

Account
I have forgotten my password; how can I get a new one?

You can request a new password by clicking the "Forgot password?" link under the Password box. Type your email address, click "send instructions" and a "new password" link will be sent to your email. Remember to check your junk mail. If you don't receive the email, or cannot login after resetting your password, kindly contact Customer Support.

How do I stop receiving SMS's and/or emails?

You can unsubscribe from our promotions directly via your account. There you'll find the option "Edit details" and by unticking "Allow SMS" and / or "Allow Promotional Emails" you will no longer receive our promotions sent by SMS and / or email.

You can also click "Unsubscribe" directly through our email by scrolling to the bottom, and we'll know not to send you anymore emails.

Can I change my account’s email address?

You cannot change the email address yourself. If you need to do this, you must email your request to [email protected] from your new email address. Please mention your user ID / "old" email address and attach a copy of the front and back of your ID, and we will update the email address for you.

Can I have more than one account with Simple Casino?

No, this is against our Terms and Conditions. If you for some reason cannot log in to your account, or you are unsure if you have an account with us, please contact Customer Support either by live chat or email [email protected].

I didn't receive the verification SMS!

You should receive a four (4) digit verification code via SMS to verify your account. If this doesn’t happen, please click the "resend code" link on the registration page to get a new code. If you already closed the browser, or if the resend link doesn’t work, please contact Support via email or live chat. That way they can issue a new code for you. Be prepared to give the following information to the Support agent: - Your full name - Registered email address - Date of birth - Phone number you registered the account with.

When and how do I verify my account?

When documents are required, you will be notified by email or in pop-up on site, depending on the type of verification. Documents should be sent by email to [email protected].

What documents does Simple Casino need?

Most commonly, we ask for the following:

- ID card/Passport/Birth certificate where all four corners need to be visible as well as both sides

- A utility bill no older than 3 months

All four corners need to be visible as well as the details in terms of the issuer, you as a receiver, and the date. The utility bill cannot be older than 3 months. To comply with Responsible gaming, Anti-money laundering regulations, and to make sure your gambling is both safe and fun, we may also need the following:

1. A copy of your latest payslip

2. A bank statement that shows the following details:

Account number. - The banks' logo and/or name. - In-and outgoing transactions at your bank account from 3-6 month back from the present. The bank statement can be downloaded as a .PDF from your online bank. If you cannot find how to download it in .PDF, please contact your bank for further guidance. In addition to the payslip and bank statement we may also request any of the following*: Gaming winnings / Bank statement showing withdrawals / Dividends or profits from a private company Sale of property / Copy of sales contract Inheritance / Copy of will Sale of company / Copy of sales contract / Bank statement showing proceeds Sale of assets / Copy of sales contract Investments / Proof of investments Divorce or separation / Settlement or decision Retirement income / Bank statement with evidence / Any other documents which prove the source of income *Depending on the origin of the funds used for playing, if any other than salary. During the verification process, withdrawals will stay pending. Any pending withdrawals will then be processed when the verification is finalized.
I changed my password but cannot login?

If you have reset your password but still cannot login, your account might be locked due to too many failed login attempts. In this case please contact our Support via mail or in live chat between 09:00 and 24:00 CET and we will help you to unlock your account.

Can I verify my account without a phone?

If you don't have a working phone, we can verify your account manually but in order for us to do this, we will need the following information from you: - Full name - Date of birth - Registered email address. In addition we will need you to email us a copy of an ID card (front and back) or Passport (top and bottom page). Please send all of this to [email protected].

How do I open my account when it is closed?

In order to get the best/most effective time off from playing, it's best to stay away from gambling during the whole period. However, if you wish to open your account before that period ends: your account can be reopened again with a 7 day cool-off period. When it comes to the timeout option, you also have the possibility to wait until the time period has elapsed, after which your account will be reopened automatically.

Can I open another account when self-excluded?

At Simple Casino you are only permitted to create one account per person. Creating another one when you are self-excluded is strictly forbidden.

Payments
How many payment methods can I use?

The number of payment methods are limited to four. This can also be the reason why your withdrawals won't work. If you wish to remove payment method(s) you need to contact us via live chat. Remember to give us the details of the payment methods you want to remove, i.e last four digits of credit card or bank account number.

What currencies can I play with?

Currently (€) Euro and Canadian Dollars (C$) are the only official currencies used on Simple Casino.

Why does the amount I deposited not match the one I withdrew?

When you exchange currencies at any financial institution, the sell and purchase price for any currency may vary quite a bit. Simple Casino's payment providers offer competitive currency rates that reflect the latest market prices. In many cases, you can see how much your deposit or withdrawal will pay out in your currency before you issue a transaction.

My bank deposit does not show on my account

If a deposit has not been successfully credited to your casino account, the funds are on their way back to your bank account. This can take up to one (1) working day. If the funds still haven't returned to your bank account after one working day, please contact us via live chat or by email. If you receive message that the transaction limit on Trustly has been reached, the deposit will be processed as a normal transfer instead of an instant transfer. The funds should reach your account within 1-3 business days.

I can see a credit card deposit to Hero Gaming on my account, but I didn’t make any deposits on this day, how can this be?

When you make a credit card deposit, the amount is first reserved for three (3) working days. If everything is in order, the amount will be debited from your bank account after the third day. This means that deposits always appear later on your card statement, than they actually appeared on your Simple Casino account. You can see your past deposits in the Receipt section in your Wallet.

Do you charge any fees for withdrawals?

We do not charge any withdrawal fees; however, due to currency rates there can be some differences between the amount you withdraw in your own currency and the amount you receive in Euro (€/C$) or Canadian Dollars (C$).

What is the minimum withdrawal amount?

Your real money balance must be at least 10 €/C$ / C$ or the equivalent to make a withdrawal. You can see the whole list of minimum as well as maximum withdrawals in the “What deposit methods do you offer?”-section.

How can I cancel my withdrawal?

You can cancel your withdrawal from your Wallet/withdrawal page by clicking the "Cancel" button next to the pending withdrawals.

Can I make a withdrawal to someone else's account?

No, you can only use payment methods that you own, so that your winnings will be sent to the correct person, you!

Can I withdraw bonus funds?

Before you try to withdraw any bonus funds, you have to complete the wagering requirements. When the wagering requirements are complete (€/C$ 0.00) the funds will convert into real money that you can withdraw. You cannot withdraw any bonus money; it needs to be wagered and turned into real money. You can check your current real money balances and wagering on the Withdrawal page.

How long does it take to withdraw my money?

When you request a withdrawal, the Payment personnel will process it within 4-5 hours unless any extra verification is needed. After it's been processed, the speed of which it is received depends on your chosen payment method. It can be instant or up to 5 working days depending on your country, payment method and if you are withdrawing to a bank which bank you are using. Bank withdrawals are usually instant - 3 days Credit card withdrawals usually take between 3-5 days. Electronic wallets (Skrill/Neteller/EcoPayz/VenusPoint/Zimpler) are usually instant.

How long does it take to receive a deposit to my gaming account?

It depends on your chosen payment method; it can range between being instant to up to 1 working day. The processing times are displayed next to the payment method on the site.

Are there any fees for deposits?

There are no fees from our side when you make a deposit - all deposits are free. However, due to currency rates, there can be some differences between the amount you deposit in your currency and the amount you receive in Euro (€) or Canadian Dollars (C$).

What is 3D verification?

3D Secure is an extra safety measurement that banks request when you make a purchase online. If you are using a VISA card, it is called Verified by VISA, and if you are using a MasterCard, it is called MasterCard SecureCode. Usually, the safety measurements require you to enter a password or a code to make sure that the right person is using the card online. If you do not know your 3D code, please contact your payment provider and they will help you.

What can I do if a refused card deposit is deducted from my credit card?

When a card deposit fails and is not credited to the gaming account, it usually means that your bank has reserved the funds and they will be returned to your card / account. How fast funds get returned depends on your bank, so if you have any questions about this, it would be better if you contacted your bank directly.

What can I do if my deposit fails?

If your deposit is unsuccessful, we recommend you double check your payment details, try again in an incognito window (the browser chrome), or perhaps try a different deposit method. A list of available payment options can be found in the wallet. If you need any additional help, you can contact our Customer Support either by live chat by email.

What deposit methods do you offer?

At Simple Casino we offer a variety of payment methods that make it quick and easy to deposit. Here is the list of the deposit method you can use as well as the minimum/maximal deposit and withdrawal:

 

Country

Currency

Deposit Methods

Withdrawal Methods

Payment Service Provider

Min. Deposit

Max. Deposit

Min. Withdrawal

Max. Withdrawal

Argentina

EURO

Credit Card

Credit Card

Bambora

€10

€5,000

€20

€10,000

Brazil

EURO

Credit Card

Credit Card

Bambora

€10

€5,000

€20

€10,000

Canada

Canadian Dollars

Bank, Credit Card

Bank (Interac)

Interac, TSI

$10

$5,000

$20

$10,000

Finland

EURO

Bank, Credit Card

Bank (Trustly), Credit Card

Trustly, Bambora

€10

€5,000

€20

€10,000

Germany

EURO

Bank, Credit Card

Bank (Trustly), Credit Card

Sofort*, Trustly, Bambora

€10

€5,000

€20

€10,000

Iceland

EURO

Credit Card

Bank (Trustly), Credit Card

Bambora, Trustly

€10

€5,000

€20

€10,000

Ireland

EURO

Bank, Credit Card

Bank (Trustly), Credit Card

Bambora, Trustly

€10

€5,000

€20

€10,000

Lichtenstein

EURO

Credit Card

Bank (Trustly), Credit Card

Bambora, Trustly

€10

€5,000

€20

€10,000

Malta

EURO

Credit Card

Bank (Trustly), Credit Card

Bambora, Trustly

€10

€5,000

€20

€10,000

Norway

EURO

Credit Card, Wallet (EcoPayz & Skrill)

Wallet (EcoPayz & Skrill)

EcoPayz, Skrill, TSI

€10

€5,000

€20

€10,000

South Africa

EURO

Credit Card

Credit Card

Bambora

€10

€5,000

€20

€10,000

New Zealand

EURO

Credit Card

Credit Card

Bambora

€10

€5,000

€20

€10,000

 

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