Hello Casino

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Frequently Asked Questions
About Hello Casino
Why Hello Casino, what is different?

Hello Casino offers a plain, simple and easy to use casino with the best games, best service, user friendly software that is secure and reliable. High pay out percentages are being guaranteed.

Is Hello Casino safe? Where are you registered and licensed?

The casino is registered in Curacao and is licensed by the UK Gambling Commission, who demand the highest standards in security and consumer protection. The casino is hosted in various state of the art locations within the European Union in order to provide the ultimate reliable and safe platform.

Getting started at Hello Casino
Who can have an account at Hello Casino?

Everyone except users under the age of 18 years, or users being residents of American Samoa, Belgium, Denmark, France, Guam, Israel, Italy, Northern Mariana Islands, Spain, Turkey, United States Minor Outlying Islands, United States of America and US Virgin Islands

What currencies do you support?

EUR, GBP, USD, SEK, AUD & CAD

How many accounts can I have?

You are allowed one account per person, household, family or IP address.

Account
How do I see my profile? Login – and in the top right-hand you can click on 'My Account' and select 'View Profile'.

Can I change profile information (address, contact details, payment methods)?

Yes - go into 'View Profile', select 'My Account', and then select 'View Profile'.

I can't login. Delete cookies, click forget password if forgotten, try again or contact support.

I think I had an account before but I don't remember the details? Login – and in the top right-hand you can click on 'My Account' and select 'View Profile'.
Bonuses and Promotions
What welcome bonus do you offer?

Our basic offer is 100% up to 100 euro. In some cases there are additional or temporary welcome bonuses available. Check our bonus promotions page for the latest updates.

Do existing customers get bonuses?

Yes, we often have special promotions available for existing users.

Can I get free spins?

Every month when we launch new games in our casino we offer free spins to try out the new games.

What is a wagering requirement?

When you receive a bonus you can't withdraw the bonus immediately. You need to play (wager) the bonus before you cash it out as a withdrawal. Different bonuses have different wager requirements.

How long does bonus cash or free spins stay on my account?

That depends on the bonus offer and this will vary depending on the promo terms. Always read the promo terms connected to the current promotions to prevent disappointments.

What is a bonus code?

The bonus code is optional and given to measure promotions. You don't necessarily need a bonus code to receive a welcome bonus.

Deposits
What deposit methods do you offer?

We offer a lot of different payment and withdrawal options. For the complete overview visit our Banking Page

How do I make a deposit?

Login, go to Cashier, choose your deposit method and follow the steps.

Withdrawals
What withdrawal methods do you offer?

Visit our banking page to see all available withdrawal options.

Must I withdraw the same way I deposited?

Yes, unless the deposit method doesn't allow this.

How do I request a withdrawal?

Login, go to cashier, go to the withdraw tab, choose the method and request the withdrawal.

How long does it take to process a withdrawal?

Depends on the withdrawal method, for more information you can check our banking page.

Can I cancel my withdrawal?

Yes as long as the withdrawal is still pending you can go to the Waiting Withdrawals tab in the Cashier and cancel it.

Games
What kind of games do you offer?

We offer Roulette, Blackjack, Table Games, Live Dealer, Classic Slots, Video Slots, Video Poker, Keno and Scratch Cards.

What providers do you use for games?

We have a wide range of suppliers, such as Netent, Amaya, Next Gen, Aristocrat, Nyx Interactive, Ezugi, iGaming2go, Betsoft, Multicommerce, 1x2 Gaming, 2by2Gaming, High 5 Games, Thunderkick, EIK and Leander.

What if there is a problem with my game?

Reload the page, if the problem continues then contact support.

How do I know how the game works?

Read the game rules which can be found through a button within the game.

Do I need to download software to play?

No, only Adobe Flash player needs to be installed on your computer.

Can I play for free?

Yes, when you are not logged in to your account.

Can I play on my mobile or tablet?

Yes, we offer a wide range of games available on mobile.

Customer Service
How do I contact your customer service?

Through e-mail, live chat, phone or skype, or through the most common social channels.

When are they available?

We are available 24/7!

When can I expect a response to my email?

Usually within an hour, depending on the complexity it might take up to 24 hours as a maximum.

Privacy
What information do you need from me?

ID (passport or other legal document like national ID card) and/or proof of address. Additional documents might be needed, depending on your deposit method and/or country of registration. An email will be sent to you explaining the information that is required.

Why do you need my personal information?

To be sure that you are the person registered in the account and to comply with relevant anti-money laundering regulations. This is a requirement of our casino license and is in place to protect both players and the casino.

Is my information safe with you?

Yes, we have passed stringent tests and security audits with the UK Gambling Commission to ensure we comply with all relevant data security regulation and laws. Your information will not be shared with third parties.

Responsible Gaming
I'm afraid I'm a gambling addict, how do I know?

Contact local gaming addiction association.

How can I close my account?

In case you would like to close your account you can send an e-mail to our customer support.

I need help what can I do?

Contact your local gaming addiction association, or ask our customer support for details of one.