Frequently Asked Questions (FAQs)
To help make your gaming experience more enjoyable we've compiled a list of the most frequently asked questions relating to our online casino games. This page is constantly updated with the latest casino game FAQs but if you can't find the answer to what you are looking for please don't hesitate to Contact Us.
The FAQ's are split into the sections below for ease of reading.
Casino Game FAQs:
How do I Join?
In order to join our casino you must register to play at MonkeyCasino.
What are the minimum and maximum stakes?
Stakes vary depending on the game you are playing. To find out about the stakes for a particular game you can access the "Help" screen from any game and find out information about stakes, payouts, winlines and game rules.
Am I eligible to Play?
On the participation date, You are must be over the age of legal consent as set by the law applying in the territory You are located in, and in any event You must be over 18 years of age. Players must also have a valid payment method in their own name.
Why do I need to be verified?
UK and International Gambling law requires that all users are verified before they can withdraw funds from a gambling account. This is primarily to protect against money laundering but also provides a level of protection to the player from people illegally accessing their accounts.
What forms of ID do you need to verify me?
MonkeyCasino may need to see copies of your Debit or Credit Card (with the middle 8 numbers on the front and the CV2 code on the back blanked out), copies of utility bills as proof of address and photographic ID such as a passport or driving licence showing the user's face, signature and full name.
How do I send you copies of my ID?
An email with the full explanation is sent to the user with instructions of what to send and where to send it to.
How long does verification take?
Verification takes up to 3 working days from the moment we receive your documents.
How do I log into my casino account?
To log into your MonkeyCasino account please use the link on the left hand side labelled "Log In". This will open a new window with the login screen.
How do I login if I forget which Email address I registered with?
If you forget your registered email address or no longer have access to it then you will need to contact our Customer Support team to have it reset.
How do I request a new password?
From the login screen, enter your email address and then click on the link titled "Forgotten Password". This will send a link to reset your password to the registered email address on your account.
How do I update my personal details?
Once you are logged into the casino you can use the "My Account" link to update any of your personal details. If you change address or the registered name on the account then you may need to provide additional verification.
How long does it take to withdraw funds from my Casino account?
Withdrawals request are processed within 3 business days and once processed you will receive an email confirmation. Each bank has different timescales for processing payments but generally funds should be in your account within 7 business days.
What are the minimum withdrawal limits?
Withdrawals by Wire Transfer have a minimum limit of £/$/€50, all other withdrawal methods have a minimum limit of £/$/€2.5. For more information on making withdrawals from your account, please see our Cashing Out page.
How do I deposit funds into my casino account?
For information about how to deposit funds into your online casino account please visit the Casino Deposits section.
What methods of payment do you accept?
We accept Visa, Mastercard, Neteller and Skrill as payment methods.
Do you charge for using the site?
There is no charge for using this site. Most games offer the choice of Free play or Live play where you can play for real money. If you just want to play for free then we don't even ask you for a credit card.
Can I play the games on credit?
We don't offer credit accounts to any players as our license does not allow this.
How do I limit how much I can deposit each day?
You can set a daily deposit limit by contacting our customer support team, They will be happy to set a limit for you.
Can I change my deposit limit once it has been set?
- If you would like to lower your limit you will need to visit the Cashier and under the “Deposit” tab click on the “Set Deposit Limit” link, enter daily, weekly and monthly limit and press “Submit” to confirm.
- If you want to increase your deposit limit simply contact Customer Support and request a new higher limit. You can do this only once within any 24 hour period.
Can I self-exclude if I need a break from gambling?
Users can self exclude by contacting our customer support team. More information on self excusion can be found in our Responsible Gaming section.
What specification computer do I need to play your casino games?
MonkeyCasino works with the Microsoft Windows Operating Systems Version 2000 and above and Flash version 9 or above. The casino software does not support Windows 9X, 3.XX or Web TV. For optimal results, set your monitor to 1024 X 768 pixels and high color (16 bit) or more.
Can I play the games on my mobile phone?
Yes, the MonkeyCasino casino is available on your mobile phone. You can now play on iPhones and Android Smartphones.
Do you store cookies on my computer?
For information on our cookie usage policies and other privacy information please visit our privacy page.
Do I need to download any software?
No download is required - you can play our casino game online, safely and securely.
I can't access your casino games - what should I do?
If you are having difficulty accessing our casino games it may be that you are behind a firewall or that your computer does not meet the Minimum Specification to play our games. Try turning off any firewall software and ensure that you can access other sites on the internet to make sure you connection is working. If you are still having difficulties our Technical Support Team may be able to help.
How do I close my account?
If you want to close your online casino games account then please contact our Customer Support Team and they will assist you.
Are my personal details safe on your site?
MonkeyCasino uses the latest encryption and protection technologies, to ensure that your financial information is completely secure. More information on site security and privacy can be found in our Privacy section.
How do I know the games are fair?
Our games are regulated by the Malta Gaming Authority, License Number of MGA/B2C/231/2012 issued by Malta Gaming Authority on 16th April, 2013 and is licensed and regulated in Great Britain by the Gambling Commission under account number 39335. Gambling can be addictive.
How do I contact customer support?
Our customer support team can be contacted by Instant Chat or email using our online Contact Page.
How much can I win playing online slots?
Jackpots vary between the online casino games but the progressive slots games offer the largest potential wins with many games offering progressive jackpots in excess of £1m. The real attraction of the progressive jackpot games is that the Jackpots can be won by playing any stake so everyone has a chance of being a Huge Jackpot Winnner.
Do you have any Free Slots Games?
A number of our online casino games offer the chance for players to play the games in "Free Play" mode which allows you to get a feel for how the game plays before trying your luck and playing for real money.
Free Slots games
are a great way to get familiar with the games and understand the ways that line bets and bonus rounds work without risking a penny of your own money.
Can I keep my online casino winnings?
All winnings in your online casino account are yours to keep and can be withdrawn at any point.
Are there any Fun Casino Games?
Most casino games are fun to play and can provide many hours of entertainment. However, probably the most fun casino games can be found in our casual games section with great games such as Crown and Anchor, Beerfest and Cashapillar to name but a few.
Can I make money by Playing Online Blackjack?
As with most games of chance it is possible to make money by playing online blackjack. While there are many strategies for playing blackjack some basic rules apply: Don't overstretch yourself and stick to a betting limit that allows you to stay in the game even if you have a few consecutive losses.
Is card counting in blackjack illegal?
Card counting in Online Blackjack isn't possible as the deck is re-shuffled after each hand unlike in traditional casino based blackjack games.
How do you play Roulette online?
Playing online Roulette is very similar to playing real roulette in your local casino. Roulette rules differ from game to game so the easiest way of finding out to play roulette is to use the handy "Help" icon in each roulette game to read about the various types of bets allowed and how to place your bets. All of our Roulette games offer a Free Play option allowing you to get to grips with how to play roulette before starting to play roulette for real money.
What is the best Roulette Strategy?
Because Roulette is a memoryless game of chance then no matter what roulette strategy you employ the mathematical probability of winning cannot be changed. Winnings form roulette systems and strategies are always going to be governed by the house edge and due to the random nature of the game employing a roulette strategy will give the same odds of winning as not employing that strategy.
Can I just Play Roulette for Fun?
All of our roulette games have a "Free Play" option allowing you to play the games completely for free without risking a penny of your own money. Once you're up to speed with how to play the game you can choose to play for real money at any time.
Casino Game FAQs: