Frequently Asked Questions
Contact | Getting Started | How to Play | System Requirements
Most Common Questions | Registration | Account | Deposits | Withdrawal | Games | Technical | General
How do I begin playing the games?
To join as a Full Member and play our games for money you will need to register with us. From the home page, click on the Join Now link. You will then need to complete the online application form. Any fields marked with an asterisk (*) are mandatory and must be completed.
If you only wish to play the games for free you will need to register as a Guest Member. From the Home Page, please click on 'Play for Free'.
Can I play the games for free?
Yes. Go to the Game Lobby and select which game you wish to play. You will then be presented with two options: Play for Free and Real Play. Once you choose Free Play you will then enter the game and can start playing.
* Please note - you cannot play games for free when logged in as a Full Member. You will have to log out as a Full Member, select the game you wish to play then choose the Free Play option.
Does it cost me anything to join?
No, membership is absolutely free.
What identification do I need to join?
In most cases, we will not require you to provide us with any identification.
However, if we are unable to verify the information that you provide to us when you register, we will require you to send us paper copies of your Passport / Driving Licence or Photo Identity Card. If we do require any of the aforementioned information we will inform you by e-mail. This is necessary for your security and to comply with Alderney gaming regulations.
How do I deposit funds?
You can deposit funds by either a Credit or Debit Card. We recommend that UK Customers use a debit card (Visa Delta, Switch or Solo) to deposit and withdraw funds, which will enable you to withdraw funds easily and quickly.
We accept credit cards bearing the Visa or Mastercard symbols. Unfortunately we do not accept American Express or JCB cards.
How can I withdraw any winnings?
To withdraw any funds, please log into your account and then click on the 'withdraw funds' link in the top navigation menu. Then complete the relevant information requested.
When a withdrawal is requested via Switch, Solo or Delta cards, the funds will be transferred back onto your card within 2-3 working days. For all Visa and all Mastercards a cheque will be dispatched to your registered address within 14 working days (There is a small administrative fee of £2, $3, €3 for cheque withdrawals).
Do you accept any alternative payment methods?
Yes, you can also deposit and withdraw at our casino via a Neteller account. Neteller is a secure and convenient payment method that allows you to make transactions without disclosing sensitive information such as your credit card details.
If you would like to learn more about Neteller or set up an account, then please click here.
Are you licenced / How do I know you're trust worthy?
Yes. We hold an Online Gambling Licence which was issued by the Alderney Government. We are regulated by the Terms & Conditions of our licence to ensure the utmost security and fairness.
Are my details safe on your site?
Yes, we use the latest encryption software to ensure safe and reliable transactions at all times.
Do I have to download software to play?
No. We've designed our site to make game play as fun and easy as possible. Where most other games sites require you to download lengthy and cumbersome software, we've designed all of our games in Flash animation, which can be played directly online through your browser. This means you get all the fun without the hassle.
What is Flash?
Adobe Flash is designed to deliver low-bandwidth animations and presentations through your internet browser. Adobe Flash Player displays Web application front-ends, high-impact website user interfaces, interactive online advertising, and short-form to long-form animation. For more information, please see Adobe.
Registration
How do I join?
To join as a Full Member and play our games for money you will need to register with us. From the home page, click on the Join Now link. You will then need to complete the online application form. Any fields marked with an asterisk (*) are mandatory and must be completed.
If you only wish to play the games for free you will need to register as a Guest Member. From the Home Page, please click on 'Play for Free'.
*Please note - you cannot play games for free when logged in as a full member.
Can anyone register?
No. If you are located in the United States (US), it is illegal for you to register or play the Games on this site. You must not register or try to register with this site if you are located in a jurisdiction in which such registration and/or playing of the Games is unlawful or contrary to any applicable regulation. It is your responsibility to ensure that this is not the case.
How old do I need to be to register?
You must be at least eighteen (18) years old to register on this site.
Can I play the games for free?
Yes. You will need to register as a Guest Member. From the Home Page, please click on 'Play for Free'.
*Please note - you cannot play games for free when logged in as a Full Member.
What identification do I need to join?
In most cases, we will not require you to provide us with any identification. However, if we are unable to verify the information that you provide to us when you register, we will require you to send us paper copies of your Passport / Driving Licence or Photo Identity Card. If we do require any of the aforementioned information we will inform you by e-mail. This is necessary for your security and to comply with Alderney gaming regulations.
How do I send my ID to you?
There are 3 ways to send Identification to us:
- Fax: 0845 458 0896
- Post to:
Customer Service
PO Box 4240
Leamington Spa
CV32 9BX
United Kingdom - Or, if you have a scanner, scan them and email them to members@gamesxtra.co.uk
Why do you have to verify me?
We have to verify all users to protect our customers against possible fraudulent activities.
What happens if I don't send ID to you?
Customers who do not wish to comply with our verification procedures will not be able to play on the site.
Account
How do I open an account?
To join as a Full Member and play our games for money you will need to register with us. You will then need to complete the online application form. Any fields marked with an asterisk (*) are mandatory and must be completed.
If you only wish to play the games for free you will need to register as a Guest Member. From the Home Page, please click on 'Play for Free'.
What methods of payment do you accept?
We currently accept the following methods of payment:
- Credit Cards: Visa, Mastercard
- Debit Cards: Visa Delta, Switch & Solo (UK Customers Only)
Can I play on Credits?
You cannot play with credit on our site. You can only Play for Money with funds that you have deposited into your account using a debit or credit card.
If you do not wish to deposit money with us, you are able to register as a Guest Member and play with a 'Fun Credit Balance'.
How do I know how much I've spent?
At any time you can check your transaction history through the 'My Account' function. You can access your transaction history, once you log in, by clicking on the 'My Account' button on the left hand side of the page.
Can I register more than one credit / debit card?
No. Unfortunately, for security reasons you can only use one payment card for the purposes of depositing and withdrawing funds from your account. If the card you have registered with us has since expired you can update this within the deposit and withdrawal screens. If you have been issued with a new card which has a new card number please contact Customer Service.
What currencies can I play in?
You can currently play in British Pounds Sterling, US Dollars or Euros. You'll be asked to select which currency you'd prefer to use at the point of registration. You will not be able to change your betting currency once you have opened your account.
Are there any charges for using the site?
Most Debit and Credit Cards used to deposit and withdraw funds, will not be liable for any account charges for any transactions. If you register a Non-UK Issued Mastercard or Visa Credit Card issued within the 'Americas' there will be a £2, $3, 3 Euro charge for cheque withdrawals.
I have forgotten my Username what should I do?
If you have forgotten your Username please contact Customer Service. Please include your full name, address, date of birth, and your security question and answer. In the subject line please put 'Forgotten Username'
I have forgotten my Password what should I do?
If you have forgotten your Password please click on 'Forgot Password' link, below the login boxes. Follow the instructions on screen and we will email you a temporary Password.
I want to change my password
You can change your Password at any time once logged into your account. Click on the 'Edit Password' link once in 'My Account'
Protecting your Username and Password
Please ensure that you always keep your login and password secure. We recommend that you regularly verify your credit/debit card statements against your known deposits on our site to minimize the risks associated with unauthorized use of your account.
Is the Password field case sensitive?
Yes, it is case sensitive. You will have to type in your Password exactly the same way you typed it in on the registration form. For example: If you typed your Password as WINNer in your registration form when you login the next time you must type it as WINNer and not winner. This is done to ensure added security to your account.
Is the Username field case sensitive?
No.
Can I change the payment card registered to my account?
Yes. If the card number you have registered with us has since changed, please contact Customer Service.
My payment card has expired what should I do?
If your payment card has expired, you can change the expiry date through the 'My Account' screens. Once logged in, please click on either 'Deposit Funds' or 'Withdraw Funds' buttons. Click 'Edit' - next to your card details. You can then edit your expiry date.
My personal details have changed what should I do?
You are able to change your email address and telephone numbers within the 'Personal Information' screens within 'My Account'. If you have moved homes or changed your name, you will need to contact Customer Service.
Can I / how do I check my financial / betting history?
At any time you can check your transaction history through the 'My Account' function. This can be accessed, once logged in by clicking on the 'My Account' button on the left hand side of the page.
Deposits
How do I deposit money?
To deposit money into your account, please login and then click on the 'Deposit Funds' button to access your deposit page.
What is the max / min deposit?
The minimum deposit amount is £5, $5, 5 Euro.
The maximum deposit is £2,000 (or currency equivalant for US Dollars and Euros) per day before being verified and £10,000, $10,000 or 10,000 Euro per day once verified. If you wish to deposit more than this, you will need to contact Customer Service.The maximum deposit level will also depend on the limits set by each customer in our player protection function.
How do I set my maximum deposit / stake limits?
Once logged into your account, click on the 'Player Protection' button. Using this screen, you can set your personal bet limits. You may set any combination of limits. Please note you can reduce your limits at any time with immediate effect. If you wish to increase your limits the changes will take place after 7 days.
What methods of payment do you accept?
We currently accept the following methods of payment Credit Cards: Visa, Mastercard Debit Cards: Visa Delta, Switch & Solo.
Withdrawal
How do I withdraw?
To withdraw money from your account, please login and then click on the 'Withdraw Funds' button on the left hand side of the page.
How do I withdraw my funds?
To withdraw any funds, please log into your account and click on the 'Withdraw Funds' button and complete all the relevant information requested. When a withdrawal is requested via Switch, Solo, Delta or any Visa cards (issued outside of the 'America's'), the funds will be transferred back onto your card within 2-3 working days. For all Mastercards - a cheque will be dispatched to your registered address within 14 working days (There is a small administrative fee of £2, $3, €3 for cheque withdrawals).
What is the max / min withdrawal?
The minimum withdrawal is £5 or currency equivalent or your remaining account balance. Once your account has been verified, the maximum withdrawal in 24 hours is £5000, $5000 or 5,000 Euro. If you wish to withdraw more than £5000, $5000 or 5,000 Euro in one transaction please contact Customer Service. If your account is awaiting verification the maximum withdrawal amount is £3,000 in a 90 days period or currency equivalent. If you are withdrawing £3,000, $3,000 or 3,000 Euro or more we will ask you to provide us with paper copies of your Passport / Driving Licence or Photo Identity Card AND a copy of your Credit / Debit Card statement showing your registered home address before the withdrawal can be made. This is necessary for your security.
Are there charges for withdrawing funds?
There are no charges for withdrawing funds for Switch, Solo, Delta or any Visa cards (issued outside of the 'America's'). Funds will be transferred into your account within 2-3 working days. For all Mastercards - a cheque will be dispatched to you within 14 working days (There is a small administrative fee of £2, $3, €3 for cheque withdrawals).
Games
What games can I play?
On our site you are currently able to play games listed in the lobby.
We do add new games all the time, so stay tuned!
What is min/ max stake?
We offer a wide variety of minimum and maximum stakes in order to cater for our customers' requirements. The minimum and maximum stakes vary, depending on the game you are playing - please see each game for details.
Am I eligble to play?
To play on our site you must be 18 years of age or over and cannot reside in any illegal gambling jurisdiction. Please remember that gambling laws differ depending on where you live and it is your responsibility to comply with the gambling laws in your country.
How do you test the games?
To ensure that all our games are secure and robust we have spent considerable time with a number of independent 3rd parties undertaking detailed test procedures. A certified and approved auditor tests the site thoroughly. Details of the regulations required by the Alderney Gambling Control Commission may be found by visiting https://www.gamblingcontrol.org. We hope that this continual testing process will give sufficient comfort to our members.
How do I know the games are not rigged?
Our site only offers games that give genuinely random outcomes. The randomness of the games is thoroughly tested by our third party software testing experts before they are released for play.
How do I know the numbers are randomly generated?
Under our Alderney Online Gambling Licence our site only offers games that give truly random outcomes. In other words, we have no influence on the outcome of any one play of any one game.
Technical
Are there any system requirements to play the games?
Our site is optimised for all the major Browser versions such as Netscape Navigator, Internet Explorer Version 5.5 and 6, Firefox 1.5 and AOL 7.0. Our site is compatible with Operating Systems, Windows 98, 2000, WinXP and XP Pro and you will need to be accessing the site on at least a 28.8bps modem. Macromedia Flash 7.0 or above is a system requirement as well, The Macromedia Flash Plug-in is preinstalled in most browsers, and is a standard feature on all new, and future release Browsers & Operating Systems. It is supported by all the major computer companies and software suppliers, and is included in Microsoft Windows (all versions), Apple Macintosh, Netscape Navigator, and AOL.
Minimum Hardware includes: Pentium III, 600 MHz, 80 MB Physical Memory and most AMD processors.
What is Flash?
Adobe Flash is vector-based animation technology. It enables delivery of low-bandwidth animations, presentations, and websites through your Web Browser. Flash technology also allows you to design and publish engaging applications, Web interfaces, and training courses. For more information, please visit the Adobe Site.
Why do I need it?
We understand the need to make your online gaming experience as quick and hassle free, as possible. All the games you see on our site utilise Macromedia Flash technology. The main benefit to you is the avoidance of having to download any specific gaming software. This 'download' requirement usually involves large files and, subsequently, lengthy download times.
I am having trouble installing it - what should I do?
Errors of this nature are rare, and varied, as such, we advise you to visit: Adobe and search for the most relevant answer to your problem.
What connection speed do I need?
We have designed our site to be as easy and accessible as possible. Therefore, your connection speed should not restrict the use of the site. However, we do recommend that for optimum playing performance you should consider using a connection equivalent to a 56k modem.
Is there a particular monitor setting?
The site is optimised for minimum Browser Window Settings of 800 x 600. Also, as described before, Adobe Flash is vector-based animation technology, which means that it will automatically re-size according to your current browser window settings.
What if I am disconnected during a game?
Unfortunately, we cannot prevent this, but we can assure you that any transactions, made by you and registered on our systems before you were disconnected, will be honoured. If you have placed a stake on a game but have not hit the Play button when you are disconnected - the game will never take place. Simply place your stake again on the game. If you have placed a stake and have hit the 'Start' button when you are disconnected - the game will still run and the bet will stand. You will be able to view the outcome of your game by reloading the game where the last result will be shown. You may also view the result in 'My Account' under your 'Account History'.
What are cookies?
Cookies are small data files which are written to your hard drive by some websites when you view them in your browser. These data files contain information the site can use to track such things as lists of pages you've visited, and the date when you last looked at a certain page.
Why do we have them?
Cookies allow us to identify you, and optimise the site specifically for you, offering the best possible service with maximum effect. Most Web Browsers automatically accept cookies, but you can disable this function to prevent cookie storage. You should be able to access freeplay, even if you have selected to disable the cookie function.
Why do I need to have my cookies enabled?
In order for you to receive the best possible experience in our online environment, we recommend that cookies are enabled on your machine.
I am having problems accessing the site from behind a firewall
If you are experiencing problems of this nature, please contact your System Administrator. Our team will not be able to assist you with problems of this nature.
General
How can I contact you?
Our Customer Service Team is available to answer your questions all day, 365 days a year. You can Contact Us by e-mail, telephone, fax or in writing.
I have a complaint, how do I contact the Alderney Gambling Control Commission?
It is our aim to answer any questions you have, and to resolve any problems you may encounter on our site. We want you to enjoy your time with us. If you wish to speak directly to the Alderney Gambling Control Commission, please click on their site link on the home page where you will find their contact details.
Do I have to download software to play?
We've designed our site to make game play as fun and easy as possible. Where as most other gaming sites require you to download lengthy and cumbersome software, we've designed our games in Flash animation, which can be played directly online through your browser. The only game that requires a download is our MultiPlayer Poker product.
I want to close my account
If you wish to close your account, please withdraw all your funds in the 'My Account' section and send an email to Customer Service.
I want to be permanently excluded from playing on the site
You may instruct us to permanently exclude you from participation in the Games by contacting Customer Service and stating that you wish to close your account. Please include your name, address, date of birth and the answer to your security question.
Alternatively, you may make this instruction to The Alderney Gambling Control Commission - please visit AGCC site to access their contact details.
Use of this opt-out facility will result in your account being blocked and we will not accept wagers from this account.
Any player who has permanently excluded themselves from participation in the Games may apply to the Commission for revocation of the exclusion order.
I think you have rigged your games
We only offer games that give genuinely random outcomes. The randomness of the games is thoroughly tested by our third party software testing experts before they are released for play.
