Search the database for the most frequently asked questions
Here you will find the most frequently asked question that have been asked by customers in the past. Please read through them all as your question will probably already have been asked and answered. If you have not been able to find your question then you are welcome to get in touch with our support team who will gladly help you out.
Can everyone play at Free Spins Casino?
Yes, everyone is welcome to play at Free Spins Casino as long as you are at least 18 years of age and don not reside in the USA, Estonia, Italy, Spain, Romania, Russia, Turkey, Afghanistan, Albania, Algeria, Angola, Cambodia, Ecuador, Guyana, Hong Kong, Indonesia, Iran, Iraq, Israel, Kuwait, Lao, Latvia, Myanmar, Namibia, Nicaragua, North Korea, Pakistan, Panama, Papua New Guinea, Philippines, Singapore, South Korea, Sudan, Syria, Taiwan, Uganda, Yemen, Zimbabwe or France.
Which games can I expect to find?
The game variety offered by Free Spins Casino is, in one word, epic! We have almost a thousand games for our players to enjoy, including over 50 live casino games! We work with the top games providers in online gaming. Evolution Gaming power our live games and several other great games vendors power our RNG games (slots, tablge games, video slots, video poker games and more). These games providers include: NYX, Amatic, Big Time Gaming, SG Digital, MicroGaming, NetEnt and Thunderkick.
How do I know that the offered games are fair for me?
All the games apart from the live casino games run on an RNG (random number generator) which ensures that all outcomes are random. This RNG cannot be manipulated by the casino in any way to ensure a safe playing environment for all players. The different live casino games are broadcasted directly from a live casino studio where again nothing can be manipulated.
Do I have to register if I wish to play for fun?
No, it is possible to play for fun for as long as you may wish without registering. When you are logged out you can click on the casino games page and start playing. If you are logged in then simpley just log out and go to the casino games page.
Is Free Spins Casino legal and regulated?
Yes, Free Spins Casino has been granted a license by the Maltese Government otherwise known as the MGA (Malta Gaming Authority). The MGA is known for its high standards when it comes to granting online gaming licensed within Europe. Free Spins Casino complies fully with the ridged requirements set out by the MGA and therefor can offers gambling games online. Next to the MGA license Free Spins Casino is granted a license by the UKGC (United Kingdom Gambling Commission).
What is meant with the term, Live Casino?
The Live Casino that is offered by Free Spins Casino has 67 live games and they are all broadcast directly from a studio of our tier-one game provider Evolution Gaming. The term live casino refers to live dealer games played against a real dealer. The games available are Roulette and Blackjack in many variaties.
Does the Live Casino have opening hours?
No, the Live Casino studio is open 24 hours a day and 7 days a week.
Is it possible to watch without playing?
Yes, this can be done but you must be logged in before you can visit the Live Casino games and watch. This is only allowed for a certain amount of time so if you are to automatically be pushed out of the game then you can easily just enter again.
Is the Live Casino actually live?
Yes, the live games offered are real time and have a only a few seconds delay which means that whatever happens in the casino can be seen by all players a few seconds later. There is a chat functionality available so that you can even chat with the dealers and other players.
Can the live games be played for fun?
Yes. When you login for the first time you are given the option to place five free bets. Just to experience the product. The free bets are done with fake money so no winnings will be added to your real money balance.
I cannot seem to register, what am I doing wrong?
This problem is normally caused by one of three things: Please verify if you have filled in all mandatory fields. Perhaps you already have a registered account and as a result your are not able to register another one. Finally it could be that you are not using a robust password during the registration. Please make sure you use a password with at least 8 characters of which is one number and one capital.
Which steps do I need to take to open an account?
The following steps need to be taken to open an account:
1. Make sure you are connected to the internet and you only have one browser open at FreeSpinsCasino.com.
2. Click on the register button and fill in all the requestied details. Watch out for the correct date of birth and a suitable password.
3. The created password has to be used every time you want to enter the site so please choose one wisely.
4. after all your details have been entered correctly you will receive an email with a link that has to be clicked on to activate your personal account.
Is it possible to have multiple accounts?
No, it very much against the terms and conditions of the casino to hold more than one account. It is very strongly advised not to do this as all accounts will be closed and all funds will be confiscated when noticed.
Are you available to answer more questions?
Yes, FreeSpinsCasino.com is available for all question regarding all issues using the following methods; email, telephone, live chat and email. We are available to help 24 hours a day and 7 days a week.
Are there different kinds of bonuses offered?
Yes, there are different kind of bonuses offered at Free Spins Casino. The majority of our bonuses are Free Spins. Basically Free Spins Casino customers can claim free spins upon every single deposit.
Is there a welcome offer at FreeSpinsCasino?
No, at FreeSpinsCasino we do not offer a welcome bonus. However we do offer free spins on each deposit. You can claim regular, super or monster spins on every deposit made.
What is the difference between regular, super and monster spins?
At Free Spins Casino you are always given the chance to claim either regular, super or monster spins. The difference between these type of spins is basically related to the value of a free spins. One regular spin has the value of 10 cents. One super spin has the value of 1 euro and one Monster spin has the value of 2,50 euros. The available games between the type of spins also differ.
What are wagering requirements and how do they work?
Wagering requirements is a playthrough requirement on bonus funds received as the outcome of free spins. For example: When you claim 999 free spins within our Free Spins Welcome Bonus and win a total of 100 euros you would need to clear these funds before you are able to request a withdrawal. The wagering requirements as a result of free spins are set at 50x meaning that within the example above you would need to wager a total amount of 5000 euros. Any remaining balance after you have completed the wagering requirements are added as real money to your account.
What is a cookie and how are they used?
A cookie is a very small file with data that is placed on your personal computer or mobile device. The file allows Free Spins casino to gather data which can only improve your experience as well as log the different games and pages you have visited.
Do I need special software to play the games?
No, as all the games are browser based and work with Adobe Flash technology or the latest HTML5 technology. This means that if you are using an updated internet browser and updated version of Flash all the games will work the way they were intended to work.
What do I need to download to be able to play?
Nothing! All the casino games offered by Free Spins Casino can be played using Adobe Flash Player or the HTML5 technology.
When I am in a game the animation does not stop and keeps running?
Here are two common reason for this problem: 1. The Java script has been disabled. 2. The latest version of Adobe Flash or Java have not been installed.
My game has frozen and does not work?
For this problem there are a number of possible solutions:
1. You have lost connection to the internet, simply go back to the game after a restart.
2. Your cache needs to be emptied.
3. It is possible that the casino has timed out your game session which means that you need to log into your account again.
4. Another problem might be that your web browser has run into a problem which means that it needs to be restarted.
5. The last possibility is that your whole computer might have to be restarted.
Do you offer 24 hours support?
Free Spins Casino has a dedicated team of trained customer service representatives available to help you with any question. Support hours are from 8:00am to 1:00am CET, 7 days a week, 365 days a year.
What is the best way to get in touch?
This is totally up to you. How would you prefer to contact us? We are available by phone, live-chat and email.
Does everyone in support speak English?
Yes, all agents speak English. Furthermore you could also speak to a Swedish, Norwegian, Dutch or German representative.
What do I do if my question is not answered here?
If you still have unanswered questions you are more than welcome to get in touch with us by email, live chat or even by phone.
What is the best way to deposit at Free Spins Casino?
We offer a variety of different deposit methods which are all easy to use. We do not have a best method as they all work efficiently and are instant apart from the bank transfer.
How do I deposit funds into my casino account?
After logging in you can click on the Deposit button and then choose your preferred method. Just follow the steps that are clearly indicated at your chosen deposit method.
What is meant with verification documents?
FreeSpinsCasino.com is required by law to identify all customers that requesting a withdrawal. This procedure can be done by going to the Account Validation section when logged in under My Account. Full instructions on this page explain exactly what is required and exactly how these documents need to be uploaded. This procedure is a one-time thing and once a player is validated all future withdrawal requests will be dealt with directly and without delay.
What are the bank details of Free Spins Casino, in case of a bank transfer?
Account in Malta: Account Holder: L&L Europe Ltd. Address: Northfields App 7, Vjal Indipendenza, Mosta, MST9026, Malta. Bank Name: Bank of Valletta, 45 Republic Street, VLT 1113, Valletta, Malta. Bank Account Number: 400 21829 657. IBAN: MT76VALL22013000000040021829657. BIC : VALLMTMT
Can I change my playing limits?
Setting playing limits is part of Free Spins Casino’s responsible gaming which has been made very easy for customers to use. Log into your account and go to the Budget section where you can find different setting for limits. These limits can be, deposit limits, time limits and even wagering limits. Just choose the limit you would like or even amount of days you do not wish to have access to your account and press save. If you need any assistance on this page please do not hesitate to get in touch with our support team.
Can I withdraw funds and how do I do this?
Yes, withdrawing winnings is not a problem at all. To start with you can go to the withdrawal page and fill in the amount you would like to withdraw and press confirm. All withdrawals will be processed within 24 hours from Monday to Friday and depending on the speed of your bank funds normally hit your account with a few days. Sometimes we won't be able to process your withdrawal as we have the legal obligation to verify your documents. In case we need to know more about you we will inform you about this per E-mail once you've requested a withdrawal.
Which documents do you need to become verified?
Free Spins Casino needs to know your identity so a copy/scan or photo of a valid ID is the first thing. Secondly it is necessary for us to know your address which can be proved with a utility bill no older than three months. Last but not least if you have deposited with a credit card it is important to send a copy/scan or photo of the used credit card, front an back. When doing this please make sure to hide the middle six digits on the front and CSV code on the back. An extra verification is also required if you have deposited by Skrill or Neteller.
Do you charge me for a withdrawals?
No, we do not charge players for withdrawing but please do bare in mind that it does cost us money to send out a payments. This means that we are happy to bare these costs but if we find any player abusing this friendliness then costs will be deducted.
When I have made a withdrawal, when can I expect the money?
Once you have been able to make a successful withdrawal it will be processed with 24 hours from Monday to Friday and then it normally takes a few days for it be processed by your bank.
Can I see what my deposit and withdrawal history is?
Yes, just log in and go to the My Account section of the site and then click on the button Transactions. From here on you can select the date range you are looking for. This is both possible for deposits and withdrawals.
Why do I have to go through a verification process?
Unfortunately there is a lot of fraud when it comes to online casinos and real money. For this reason we are required by law to verify every customer that makes use of the site and gambles.
I forgot my password and/or username, what do I do?
This is not a problem, just click on the forgot password link right under the login box on the site. After filling in your username or even email address you will receive an email with your new password. This can be used to login and change the current password with one you choose yourself. In the case you have forgotten your username then please refer to any of the emails sent to you by Free Spins Casino as it is always stated at the top. Our customer support team can in no way see your password so please do not ask them to send it to you.
How do I close my casino account?
This is possible and very easy, just log into your account and visit the responsible gaming page. Here you have a choice of closing your account for different periods of time. Please do be aware of the fact that if you close your account permanently it can never be opened again and any funds on the account will be lost. Make sure you withdraw all funds on the account before permanently closing it.
Is it safe to use my credit card to deposit?
Yes, we have invested a lot of money and time to create a safe and secure environment which sends credit card details to third party bank with encryption. This is the same system used by many of the world’s largest banks.
Are all financial details within Free Spins Casino safe?
Yes, we take great pride on storing player data safely on secure servers as well as sending transaction data to third parties which is always done in an encrypted form.
Is my personal player data safe with Free Spins Casino?
Free Spins Casino can guarantee that they do not sell, use or distribute player data in any way to third parties other than within the same group of companies.