The FAQ section is designed and exists to help users at Casino Mate. Answers to the most popular questions can be found here. This will minimize the number of support calls and waiting times for an answer. Go to the right section for you and study all the data carefully!
The most popular questions
How does a user open an account on the platform?
It is quite easy to do. You will need to click on the “Sign up” button at the top of the screen. Then enter the requested information and wait.
The player has forgotten his login or password. How to proceed?
First of all, don’t panic. The first way to solve the problem is to click on the “Forgot password” button. An e-mail will be sent to you and you will be able to change it. If the problem persists, however, contact the support team.
How long do I have to wait for my deposit to be credited to my personal account?
It all depends on the method you choose and the country you are in. It usually does not take long. For more details, please refer to the section “Banking”.
How do I get free spins at the casino?
All you have to do is log in. The free spins will be awarded automatically as a gift and you will be notified.
How do I find a specific game on the website?
First, remember which category of casino games it belongs to. Open the desired one. Then use the “Search” button at the top of the screen.
What currencies are available for the player to use?
The main currencies available to players include NZD, AUD, EUR, CAD.
When recovering my password, I forgot the email I was using. What should I do?
In this case, you have only one option – to contact the support team and resolve the issue with them. For the fastest way to get information, use the LIVE chat.
How do I change the email address linked to my account?
In this case, go to your profile, in particular to your settings. There you can find the “Change email” button. Click on it and follow the instructions.
Can a player have more than one account on the platform?
Unfortunately, no. The rules of the platform do not allow such procedures.
Can I delete an account and create a new one?
Yes, it is not forbidden. However, it is not an easy process. First of all, contact the support team to deactivate your existing profile.
Deposits and withdrawals
What deposit methods are available on the platform?
The most modern and convenient options are included. This includes almost all options available in your country.
Can I deposit money into someone else’s account instead of my own?
No, you can’t. For the sake of transparency of all procedures, these payment transactions are prohibited.
Are there any additional funds charged for making a deposit?
No, we will not. Casino-mate will not take any money from you. You should check with the method you are using, however.
What are the minimum limits for deposits and withdrawals?
In this case, it all depends on your location. There may be any number for different countries. Explore this question in more detail in the section “Banking”.
Promotional and bonus programme
Why is the money I win for free spins not credited to my account?
This is because these funds can be used as a bonus without the right to withdraw them. You will see them in your account when you take part in the next game.
How can I check how much bonus money is left in my account?
Go to your account and open the “Bonuses” section. This will tell you which ones you have left and in what amount.
What if the bonus money was not used during the game?
It could be a technical error. It can happen. Try reloading the page and checking if everything is alright.
Are games available on the platform without cash deposits, just to try it out?
Yes, of course. This feature is particularly attractive to newcomers. The important thing is that it’s not just any individual game, but every game in general. Each of them can be used without money.
What should I do if a technical error occurs when I play at the casino?
The first rule is not to panic. Remember, in this case, you will pick up where you left off. Reload the page and continue the process.
How many technical mistakes are there in casinos?
There are virtually none. Of course, anything can happen. In this case, try to report it to support right away. After all, every connection you make will help identify the problem and solve it so that it doesn’t happen again.
Privacy and security
What should I do if I find an error in my personal details?
Try to make changes as soon as possible. If you don’t know how to do this correctly, contact the helpdesk.
Do I have to verify my account before depositing and withdrawing money?
Yes, preferably. Otherwise, a number of platform features may not work.
How do I verify my account?
In this case, in the personal page section, find the icon with the Verification function. You will be required to provide a copy of your identity document, proof of your address, and copies of the credit cards to be used.
Can I verify my account anywhere?
Yes, of course. If you have any further questions, you will receive an email from the company.
How quickly can an account be verified?
As a rule, immediately. The deadline may only be extended if there are any further questions and clarifications.
How safe is it to submit personal documents to the platform?