Frequently Asked Questions

GENERAL FAQs



CASHIER



BONUSES



TECHNICAL



GENERAL FAQs

Q: What is exclusivecasino.com?
exclusivecasino .com is part of the Exclusive group of online casinos that utilize Real Time Gaming software, giving you the ultimate online casino experience with more than 100 authentic Casino games, which can be played for Fun or Real money.
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Q: Can I win real money?
Of course, you can win Real Cash, in fact, here atexclusivecasino .com we take pride in the amounts of Real Cash winners that play at our casino.
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Q: How do I know the games are fair?
The software is audited by Technical Systems Testing (TST)– a third party auditor, to confirm that the games are fair and true. All hands are dealt by a certified random number generator, which is also audited independently.
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Q: Is the casino secure?
Yes. We use the very latest encryption and secure communication techniques to ensure the security of your casino account and your personal information and we will never share your personal details with anyone else. It is very important for you to choose a secure password when registering your casino account and to keep this information private.
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Q: What are the benefits of registering with exclusivecasino.com?
exclusivecasino.com offers the best in Online Casino Deposit Bonuses complimented by the numerous incentives that we offer to ALL our valued clients regardless of game play. On top of that we have the best Casino Hosts in the business.
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Q: How old do I have to be to play at exclusivecasino.com?
This depends on the Country in which you reside and is usually either 18 or 21. It is up to you to determine the legal minimum age for gambling in your area. We do not permit anyone under the age of 21 to play for real money.
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Q: Can I play for real money in my jurisdiction?
It is up to you to determine the legality of online gaming in your local jurisdiction, please ensure that you check our terms and conditions page though for a list of countries that we do not accept.
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Q: I can't find an answer to my question on this page?
Our dedicated International based customer service/casino host team is here to assist you 24 hours a day, seven days a week by Live Help, Email and Telephone. Please visit our Contact Us page for our contact details.
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Q: How do I get in touch with Customer Support?
Its easy! Just use one of the following methods:

Phone: 1-855-851-4653
Live Help: just log into the casino and click on "Live Help"
Mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it.
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CASHIER

Q: How can I deposit to my account?
Once you have registered your casino account, login and press the Cashier button. Select your location from the list and the deposit methods available to you are displayed along with all the relevant information. Just select the one you want and follow the on-screen instructions.
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Q: How long does it take before I can play my deposit?
Deposited funds are credited instantly to your casino balance with the exception of Wire Transfers which can take up to 10 days to clear.
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Q: How can I withdraw my winnings?
You can withdraw your balance from the Casino Client by clicking on the Withdraw tab along the top of the screen. Choose the method you wish to use to receive your winnings and follow the on screen instructions. The cashier page of our website contains more information on each withdrawal method. You can track the status of your withdrawal requests by selecting the “Transaction history" screen.
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Q: How long does it take to process my withdrawal?
Your withdrawal will be processed within 24-48 hours provided you have verified your account and we have all the information required for the payment (i.e. Fax Back Form).
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Q: How do I verify my account?
To verify your account please complete our verification form and return it to us with proof of ID, proof of address and proof of possession of any credit cards you have used to fund your account. Please do not forget to obscure the middle eight digits on your card before sending us the copy.
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Q: I have requested a withdrawal but want to continue playing; do I cancel the request or make another deposit?
You are welcome to do either by pressing the cashier button in the lobby. If you have withdrawal(s) pending you can select it from the list and press ‘Submit’ to return the funds to your balance, if you want to leave the withdrawal pending and make another deposit just press the ‘Deposit’ button further down the page to bring up the normal deposit options.
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Q: My withdrawal request has been returned to my balance, why was I not informed?
If we do not have sufficient information to process the payment (account number is missing etc) or your account has not been verified our cashier will return the funds to your balance. Although you will be sent an email explaining this we recommend that you check your account regularly while you have a withdrawal pending as our emails are often caught in spam filters.
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Q: When is the cashier team available to discuss my withdrawal?
Our specialized cashier team are available during GMT office hours, if you have any specific questions outside these times please contact our 24/7 support team who will be able to assist you in the vast majority of cases.
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Q: How much can I deposit to my Exclusive balance?
We set different deposit limits to different players based on a range of factors including the length of time they have held an account with us and whether the account has been verified or not. If you would like increased deposit limits, please contact our Casino Hosts for more information.
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Q: Is it safe to use my credit card at theexclusivecasino .com?
Yes, absolutely. We use the very latest encryption technologies to ensure that all the information you provide us is completely secure and invulnerable to breach.
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Q: Why has my credit card deposit been declined?
We pride ourselves on having the best payment processing in the industry but sometimes card transactions are declined and for a variety of reasons. If this happens either wait a few minutes and try again, try a different card or contact our Casino Hosts who will be able to provide you with more specific details and solutions. <
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Q: What alternatives to credit card deposits do you offer?
For a current list of all our available deposit methods please visit the Cashier from the casino lobby and select your country from the drop down list.
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BONUSES

Q: What is a Bonus?
Bonus chips added to your balance give you more chances to win! They are used to incentivize our valued clients and ensure you a maximized entertainment experience.
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Q: Can I cash out bonus chips?
All bonuses atexclusivecasino .com are unredeemable which means that you cannot withdraw the bonus chips unless you have met the rollover required. You can win with bonuses and cashout the winnings however any outstanding bonuses in your account will be deducted when you request a cashout.
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Q: What are wagering requirements?
In return for receiving these extra bonus chips and incentives we often require that you play (wager) a certain amount in the casino before requesting a cashout. Sometimes only certain games count towards this requirement so please make sure you understand the terms and conditions of each promotion before you claim the bonus. You can check the wagering requirement remaining at any time by clicking on the Cashier button in the lobby.
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Q: What is a wager?
A wager is defined as 'Putting money at risk'. So if you play 10 hands of blackjack at $5 a hand you have wagered $50. You can win, lose or draw as many of these hands as you can - it doesn't matter. What matters is that you wagered it.
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Q: How do I claim a deposit bonus?
All bonuses are claimed using coupon codes. To claim a coupon you must enter the code in the cashier either immediately before or after your deposit is approved. Playing any of our games between depositing and entering the coupon code will prevent you from receiving the bonus. To redeem a coupon visit the cashier from the lobby and then click on the Redeem Coupon tab along the top of the screen. Then just enter the coupon code, click the Redeem button and the bonus will be added to your balance instantly. If you have any questions about redeeming a bonus coupon please feel free to contact one of our friendly Casino Hosts for assistance 24 hours a day, 7 days a week.
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Q: How do I claim a free chip bonus?
If you have been provided with a free chip coupon code the chips will be added to your balance instantly once you have redeemed the coupon in the cashier. Log in to your casino account, once you are logged in click on the cashier button, then on the Redeem Coupon tab along the top of the screen. Then just enter the coupon code and click the Redeem button and the bonus chips will be added to your balance instantly.
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Q: What are comp points?
Comp points are earned on every game you play and you can convert them into cash at any time. You can see your comp point balance in the cashier and convert them into your cash balance by clicking on the ‘Redeem Comps’ tab across the top of the screen.
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Q: How fast do I earn comp points?
This varies depending on the game you are playing. The base rate is 1 comp point per 10 currency units you wager.
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Q: How much are comp points worth?
100 comp points can be converted to 1 unit of the currency you are playing in e.g. if you have a USD account 100 comp points can be converted to $1
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Q: If I do not wish to receive bonuses what do I do?
If you do not wish to receive any bonus chips please contact one of our Casino Hosts.
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TECHNICAL

Q: What do I have to do in order to play atexclusivecasino .com?
You can download and install our software directly on your computer or play our instant play version in your browser. For quicker smoother game play we recommend our Download version as it contains our entire suite of games with the maximum quality graphics, sound and play speed.
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Q: How Long Does the Download Process Take?
Using cable or ADSL connections, the download takes no more than 2 minutes. Download is only necessary the first time you play at the casino. After that it's just a simple matter of going to your computer's 'Start' menu and/or your computer's desktop and clicking on the Exclusive icon.
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Q: What are the System Requirements?
All you need is a Windows compatible computer with Internet Explorer and an Internet connection. To play our Instant play version you will also need the Flash plug-in which is available for free from the Macromedia website at: http://www.adobe.com/products/flashplayer/
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Q: What are the minimum user system requirements?
* Pentium II 300. * 64 MB memory. * 56K modem connection * Windows 98 (or above) * Internet Explorer 5 (or above), Netscape Navigator 6 (or above) or AOL 5 (or above).
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Q: How Do I Download the Casino Software?
Simply click on one of the many “Download” banners throughout the site at which point a run setup box will pop up and you click on run as shown below:

Game file downloading
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Q: After downloading the software, what do I do next?
Double-click the icon of the downloaded program, SetupCasino.exe. The installation wizard will guide you through the entire installation process.
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Q: What's the name of the download setup program?
SmartDownload.exe - it will either be found on your desktop or in the folder you designated.
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Q: What should I do if I can't find theexclusivecasino .com Icon on my desktop?
It will be in your Start Menu under Programs, don’t forget to click the double down arrow to show all the programs.
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Q: Does Exclusive ’s Software Support Mac?
Only our flash games are compatible with Apple Mac computers. However if you have Windows emulation software on your MAC you can use this to access the download version of the casino. If you do not have a Window’s emulation you can obtain one at the following address: http://www.parallels.com/eu/products/desktop/
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Q: What happens if my Internet connection fails during a game?
Our casino software tracks every stage of every game, so if you are disconnected during a game you can simply re-connect and finish it whenever you like.
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