Responsible Gaming Policy
(Latest version - written on July 9, 2020)
The pleasure and the desire to look around and get involved in an online casino is an extremely attractive way to search for “being lucky in the game???. Most casino players have fun and are fascinated by the use of online entertainment.
These players have no difficulties and therefore have no problems with the practice of passionate gambling.
However, on the “dark side??? of online casino visits there are also certain people who may lose or have lost control of their gaming behavior.
For this reason the Whiterock Casino management has advice with the best intentions: “Always play and / or bet absolutely responsible. Thank you!
Gambling addiction
The below mentioned signals may be some signs of gambling addiction::
• The inability to cancel the game, the games or the bets
• Borrowing money (be it from acquaintances, relatives and / or credit institutions) to continue using money in the casino
• Negative character changes
• The (subconscious) willingness to lose a job and to drive not only oneself but also family into financial ruin.
Loss limit
It is important that a desired casino stay should stay fun and exciting for every player, and the risk of problematic gambling behaviour reduced to a minimum . For this reason the Whiterock Casino Management has included the ability for every player to set limits to his/her account such as play time limit, loss limit, and wager limit.
Such restrictions are set with for a certain time-period and can be changed upon request, and with a cool-off period.
Sign Up
Account
How do i open an account?
For a new registration, please go to our homepage and click on one of the Register buttons.
There you can register by entering your personal details in. The bonus is optional, you do not have to
redeem it unless you would like to.
My activation link does not work.
Please register with the same email address again. Since your account hasn't been activated yet, you can do this step to request a new activation email with another activation code.
Should the new activation code still not work, please contact us by sending a message via the Contact Form or Live Chat. Kindly mention the email address which has been used for registration and explain the situation.
I did not receive an activation email.
The activation email may take a few minutes and it may also end up in your spam or junk folder, so please check these inboxes as well. If you do not find an email, you can register with the same email address again to request a new activation mail.
If you still do not receive the activation email, please send a messaeg to support via the Contact Form or Live Chat and mention the email address which has been used to register the account, requesting for the account to be manually activated.
Is the registration at Whiterock Casino free?
Registration to our casino is completely free of charge.
How do I verify my address?
Proof of address may include any document that bears your full name, current address, as well as a recent date that is not older than six (6) months from the date of provision. Any sensitive information such as account balances may be blanked out.
Allowed file formats are PDF, JPEG, PNG. Max. file is 2 MB.
The following documents are accepted:
Proof of Address - Bank Statement
The easiest way to verify your address is to provide us with a bank statement that clearly indicates your full name, your bank details, bank logo as well as a recent date. Kindly note that should you choose to verify your address using other means, a bank statement may still be requested in the future.
or
Proof of Address - Utility Bill
or
Proof of Address - Phone Bill
or
Register confirmation / Residential confirmation
or
Any official letter from the government, insurance company or similar
Kindly upload your proof of address in your account in Responsible Gaming > Upload Your ID or send it via the Contact form or Live Chat.
Should you need any assistance, please don't hesitate to contact our customer support.
How do I verify my account?
To verify your account at Whiterock Casino, please submit:
- identification card
- proof of address.
This procedure allows us to safely authenticate the activity on our website and safeguard our customer's interests. We suggest you view our privacy policy for additional information.
You can upload your documents as a digital photo or scan directly into your account under My Account > Responsible Gaming > Upload your ID +, or alternatively send the documents to via the Contact Form or Live Chat. It is important to look for a legible quality and avoid fuzzy, dark or pixelated photos with all four corners showing.
After the confirmation of the documents, we can fully verify your account and you benefit from non-restricted access to your account.
How long does document verification take?
Every submitted document will be checked manually and therefore the process can take up to 72 hours due to the abundance of documents we receive daily.
Please keep in mind that 72 hours represents the maximum time frame and usually we are faster. You will receive an email as soon as your documents have been checked.
How do I close my account?
An account closure is always possible by sending arequest for this via the Contact Form or Live Chat stating the reason for account closure.
Please bear in mind that you can also limit yourself from using your account for a period of time by accessing My Account > Responsible Gaming > Access Control.
Why is my account closed?
Please contact our customer service team via the Contact Form or Live Chat and explain the situation. We will gladly investigate what is going on and fix any issue where needed.
How do I set a deposit limit?
By setting a deposit limit, you can deposit maximum the amount you have chosen for a certain period.
You can set your own deposit limit in the section Responsible Gaming under My Account > Deposit Control.
How do I set a wagering limit?
By setting a wager limit, you can wager maximum the amount you have chosen for a certain period. You can set your own wager limit in the section "Responsible Gaming".
If you cannot play in our Casino it is possible that you have set yourself a Wager Limit.
To check how much you have wagered during a certain period, please open the Gaming History in your account.
How do I set a loss limit?
By setting a loss limit, you can lose maximum the amount you have chosen for a certain period. The loss is defined by your winnings minus your bets and is a negative number.
You can set your own loss limit in the section "Responsible Gaming" -> "Loss Limit Control".
How do I change my details?
If you need to update your details, depending on the information you wish to update, please send a copy of your identification card and/or a recent proof of address via the Contact Form or Live Chat and ask to update your profile, with a short explanation why you want to update it.
How can I change my date of birth?
Please send your identification card to [email protected] or use Live Chat with a short explanation why you need to change your date of birth and we will gladly adjust your personal details.
How can I change my email address?
For security reasons, to change your email address you would need to do the following:
- contact our support via the Contact Form or Live Chat from your new email address;
- provide your currently registered email address;
- provide us with information regarding your recently played slots and recently payment method used for deposits;
- please also attach the copy of your ID.
I forgot my password.
In case you have forgotten your password, please go to the Log in form and click on ‘Forgot password’. Subsequently, you will receive an email containing password recovery procedure.
I locked my account.
If you are unable to log into your account, please send a message via the Contact Form or Live Chat and mention your username or the email address which has been used to register the account, requesting for the account to be unlocked.
I blocked my account.
If you are unable to log into your account, please send a message via the Contact Form or Live Chat and mention the email address which has been used to register the account, requesting for the account to be unblocked.
I cannot login.
Please make sure you are using correct username or e-mail address and password.
If you have already used the password recovery, and still are not able to access your account, contact our support via the Contact Form or Live Chat for further assistance.
Deposit
What is the minimum deposit?
The minimum deposit amount depends on the payment method you would like to choose. Please see our Banking page for more information. The link for this page can be found in the footer (lower part) of our website.
What is the maximum deposit?
The maximum deposit amount depends on the payment method you would like to choose. Please see our Banking page for more information. The link for this page can be found in the footer (lower part) of our website.
How can I make a deposit?
We offer a variety of payment methods you may use to deposit, such as credit cards, e-wallets, bank transfer and more. The available deposit methods for you depend on your area of residence.
To make a deposit, simply open the deposit page and chose your respective payment method, then click on the "Deposit" button, enter the amount and select your preferred payment method.
Why can I not deposit?
Make sure you enter the required payment details correctly and check your available balance.
Also, check if you have set a deposit limit and have reached the maximum amount.
If the details are correct, you have money on your account and do not have any deposit limits set, please make a screenshot of the error message and contact our support team via the Contact Form or Live Chat for further assistance.
Do you charge commission for deposits?
No commission nor any fees are applied on deposits.
Withdrawal
What is the minimum withdrawal?
The minimum withdrawal amount depends on the payment method you would like to choose. Please see our Banking page for more information. The link for this page can be found in the footer (lower part) of our website.
What is the maximum withdrawal?
We do not apply limits for your winnings withdrawals, nevertheless in case the winnings are greater than 5,000 € (or equivalent) the casino reserves the right to pay the winnings at a sum of 4,000 € (or equivalent) per week.
How do I request a pay-out?
You may request your payout on the withdrawal page. Simply click on your account section and then click the Withdraw section or go to Cashier and then select the Withdraw button.
Important: Payouts shall be made to the same payment method used for the last deposit, which generated the winnings. Exceptions are deposit payment methods, which do not offer redirection of payouts to the same route (ex. prepaid cards, cards which do not accept payments from gaming merchant, Paysafe etc.). In this case you would need to request your payout to your bank account.
Please make sure your account has been fully verified.
If you need further assistance, kindly contact us via the Contact Form or Live Chat.
Why was my withdrawal rejected?
Please pay attention to the following points:
? Request the withdrawal to the same payment method used for the last deposit, which generated your winnings (where applicable).
? If you were asked to complete verification, kindly upload the required documents, so we can proceed with your withdrawal.
? Please make sure you chose the correct payment method and enter correct payment details.
? Make sure you wagered your deposit amount at least one time, before requesting a withdrawal.
If you need further assistance, please contact us via the Contact Form or via Live Chat.
How fast will my payout request be processed?
Withdrawals are paid as soon as possible, according to the queue.
We maintain a target of forty-eight (48) hours to accept your request, but usually we process pay-outs within 24 hours.
I received less than the amount I withdrew.
Please contact our support team via the Contact Form or Live Chat and provide transaction screenshot. After the investigation, once we located the transaction we will contact you straight away.
I did not receive my winnings.
You will receive payouts once your request is accepted. The processing time depends on your payment method.
If you have not received your pay-out following 3 working days from the day on which it has been requested, please contact our support via [email protected] for further assistance.
Can I cancel my withdrawal?
You may cancel your pay-out request on Withdrawal History page.
If you cannot see the pending withdrawal, we might have processed it already. However, we gladly check if it is still possible to cancel it. Please contact us via the contact form or Live Chat for assistance.
Bonus
Where can I find my Free spins?
In order to access your free spins, please go to My Account > Free Spins.
If you don't have access to this information or still cannot retrieve them, kindly contact us via the Contact Form or Live Chat for further assistance.
How do I get a bonus?
You may select a bonus upon registration or by clicking on ‘Promotions’. Here you will be able to see a list of bonuses which you are eligible for and claim the bonus.
Please note that you will be also collecting Loyalty Points for your player activity.
Can I withdraw my bonus?
Bonus wagering requirement x40 applies.
Once you reached the bonus wagering requirement the bonus can be converted to real money. Please note that the maximum amount of € 2,500 can be awarded. In case of free spins, the maximum amount is that of € 100.
You may request a withdrawal once the wagering requirement is completed. For more information please have a look at the bonus terms page.
What does wagering mean?
Wagering does not mean that you must win or lose your money - it means that you must bet the money in total in our Slot games. If you make a spin with a stake of 1€ per spin, then you have wagered 1€. If you made 10 spins, you have wagered 10€.
Here is an example:
If you, for example, have a bonus money amount of 100,00 EUR and you bet 1,00 EUR in a game and you win 2,00 EUR out of it. In the next round, you bet another 1,00 EUR and you do not win anything. You will have 100,00 EUR in your account again, but you will already have wagered 2,00 EUR. Wagering means the money that you are betting while playing.
Every deposit needs to be wagered once.
To wager a bonus you need to meet a certain wagering requirement. At our Casino the requirement is 40x which means that you have to wager your original credited bonus money 40 times. If you receive a bonus money amount of 100,00 EUR you would have to wager 4000,00 EUR in total. (40 times 100).
I cannot play my bonus.
Here could be a few reasons you are not able to play your bonus:
- You still have real money in your casino wallet. Kindly note that you can access your bonus, once your real money balance is down to € 0.
- You still have the remaining balance of the previously received bonus. Please note that bonuses do not combine. In order to play your next bonus, you need to consume or cancel previously received bonus balance.
- You have set up a limit and reached the maximum amount. This might be a wagering limit - please check your Responsible gaming settings.
If you have the required minimum Casino wallet balance, no limits and no remaining previous bonus balance, but still cannot play your bonus, please contact our support team via the Contact Form or Live Chat for assistance.
I cancelled my bonus by mistake.
Please contact our support team via the Contact Form or Live Chat for assistance.
Why was my bonus cancelled?
Please check the following:
• Whether your bonus may have expired;
• Ensure you didn’t request a withdrawal while still having a bonus not yet wagered;
• Ensure the bonus was not cancelled;
If not, kindly contact our support team via the Contact Form or Live Chat for further assistance.
Games
How do I take part in real money games?
To play for real money you would need to make a deposit. Please click on ‘Deposit’ followed by the amount and payment method you wish to select.
How do I take part in fun mode games?
We offer our customers an opportunity to PLAY FOR FUN as a demo version.
To test our games, please hover across the game which you wish to play and click on ‘Play for fun’.
What is a plugin (plug-in)?
A plugin is a piece of software that acts as an add-on to a web browser and gives the browser additional functionality. Plugins can allow a web browser to display additional content it was not originally designed to display.
Some of the games need to have Adobe Flash Player installed on your machine.
Follow the instructions on the site how to enable Flash Plugin to make sure it will work.
Can I play on my tablet/mobile phone?
Absolutely. Many games are also available on mobile devices such as phones and tablets.
I am receiving a game error.
Please follow the instructions:
• Logout from our site
• Close the site
• Clear browser cache
• Clear browser cookies
• Login and play
Please find the instruction how to clear your browser’s cache and cookies here:
https://www.wikihow.com/Clear-Cache-and-Cookies
If the issue is persistent, please contact our support team via the Contact Form or Live Chat and provide a screenshot of the error message for further assistance.
When I try playing games I get a black screen.
Please pay attention to the following:
• Make sure you have the latest Adobe Flash Player version and run the update if necessary.
• Please make sure that your Flash Player is enabled and allowed for our site.
If you still get a black screen, please make a screenshot and contact our customer support via the Contact Form or Live Chat for further assistance.
Other
You need help?
Do not hesitate to contact our professional and friendly customer support team via the Contact Form or Live Chat. You can find the Contact Form and Live Chat by clicking a Support button or link on our website.
What languages do you support?
Our customer service is currently available in German and English.
I have some suggestions.
Your feedback regarding our website, products and services is highly appreciated. As we are constantly trying to improve our casino and aiming to achieve the best user experience, we are more than happy to receive any feedback from your side.
Kindly contact us via the Contact Form and we will do our best to realize your suggestions.
I want to promote your casino.
We are very happy that you are interested in an affiliate partnership.
Please contact us on [email protected] or click on the affiliates link on the footer of our website.
How do I become a VIP?
Becoming a VIP is an automated system and based on your deposited amount. In the My Account section you can find which VIP level you currently have and how much % is left until the next VIP level. Each VIP level offers (better) freebies and Loyalty Point accelration. Platinum and Diamond VIP level offers extra monthly prices, cash-backs and more. For more information you can visit our Loyalty & VIP page.
You can Live Chat with our Support Team.
Click on the Live Chat tab and feel free to ask any question, thank you.
Of course you can also contact Support by sending an email to [email protected]
If you want to send us a message through our contact form then you can send it from here.
Click on the Live Chat tab and feel free to ask any question, thank you.
Of course you can also contact Support by sending an email to [email protected]
If you want to send us a message through our contact form then you can send it from here.
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