FAQ

Welcome to our FAQ page. Here you will find answers to all your questions related to your CasinoPlex account. If you can’t find the information you need, then simply contact our support team. Read more about how you can contact us here.

1 How to open your CasinoPlex account
2 Banking
3 Verification of your CasinoPlex account
4 Bonuses
5 Comp Point
6 How do I change my residential address or email address
7 How to change password / forgot password?
8 Can I change currency and/or username?
9 How do I subscribe or unsubscribe from newsletters, sms etc?
10 Are my personal details secure at CasinoPlex?
11 Where do I find casino game history?
12 What shall I do if my casino game is stuck?
13 I am having problems opening the “Download Casino” and/or “Flash Casino” what shall I do?

1.0 How to open your CasinoPlex

1.1 To open a CasinoPlex account is easy. Simply click on the Download or Flash Button.

1.2 Choose whether you want to play for Real Money or Fun and fill out your personal details on the registration page.

1.3 Can I have more than one account with CasinoPlex.com? No, all our players are only allowed to have one CasinoPlex account registered. However, two or more persons in same household are allowed to have an account with us, but the bonuses may be limited to one person only.

2.0 Banking

2.1 Can I deposit funds to my CasinoPlex account using another person’s credit card or similar? No, you are only allowed to use payment methods registered in your own name.

2.2 Can I withdraw from my CasinoPlex account to another person’s bank account or similar? No, you are only allowed to use payment methods registered in your own name.

2.3 Are there any fees when I deposit or make withdrawal to and from my CasinoPlex account? There are no fees when you make deposits or withdrawals, however your payment provider such as your bank may charge a fee.

2.4 Paysafecard can be used if you live in one of the following countries: Argentina, Austria, Australia, Belgium, Canada, Croatia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxemburg, Malta, Mexico, Netherlands, Norway, Peru, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom, Uruguay.

3.0 Verification of your CasinoPlex account

3.1 You may be asked to send documents in order to verify your account either when you make a deposit or when you make a withdrawal. The documents that we may ask for are;

  • A copy of your picture id such as driving license or passport.
  • A copy of a utility bill or bank statement which is maximum 3 months old.
  • A copy of the credit card/s that you have used in your account.
  • A screenshot of your online payment account such as NETELLER or SKRILL.
  • Kindly send the documents to email: docs@casinoplex.com

We recommend that you send the documents immediately after you created your Casino Plex account in order to reduce the verification time of your account.

4.0 Bonuses

4.1 Are the bonuses redeemable? The bonuses are non-redeemable, meaning that the bonus amount itself will be removed from your Casino Plex account once you completed the wagering conditions.

4.2 What happens if I make a withdrawal before I have completed the wagering of my casino bonus? If you request a withdrawal before completing the wagering, then you will lose the bonus + any winnings which you may have won with the bonus. Only the original deposit amount or what is left of the deposit will be processed.

4.3 Where can I see how much I need to wager my bonus in order to complete the wagering requirements? You can at any time check how much you need to wager your bonus by clicking on “Cashier” – My Account – Bonuses.

4.4 Read more about our bonus terms & conditions here.

  1. 0 Comp Points

5.1 While playing in our online casino you will earn comp points which you can exchange to money. You will earn 1 Point for every $/€/£ 10 you wager. In order to convert your comp points s into money, you will need go to the ‘Casino Cashier’ and click on “Comps”. There you will see how many comps you have accumulated. Clicking on: “Convert to Real Money” will allow you to exchange the points for cash.

6.0 How do I change my residential address or email address

6.1 I have moved; how do I change my current address to my new address? Kindly send a proof of your new address such as a bank statement or utility bill showing your full name and your new address including your username to support@casinoplex.co.uk. Your details will then be updated within 24 hours.

6.2 How do I change my e-mail address? Kindly send an e-mail to our support on support@casinoplex.co.uk from your old e-mail address including your username and new e-mail address. Our support team will then update your account within 24h hours.

7 How to change password / forgot password?

7.1 How do I change my password? You can change your password as many times as you wish to. Click on “Cashier” – My Account – My Profile and you will be able to change your password.

7.2 I forgot my password. How do I get a new one? You can request a new password in the casino lobby by clicking on “Play for real money” – “Forgot Password”. If you do not receive your new password, then kindly contact our support via the live chat which is available in the casino and on our website, or by sending an e-mail to support@casinoplex.co.uk

8 Can I change currency and/or username?

8.1 Can I change the currency in my account? Yes, you change the currency in your account one time. Available currencies are EUR, USD, GBP and DKK. Kindly contact our support on e-mail support@casinoplex.co.uk for more information.

8.2 Can I change my username? No, your username is a unique username which is created specifically for your Casino Plex account.

9.0 How do I subscribe or unsubscribe from newsletters, sms etc?

9.1 Kindly send an e-mail to support@casinoplex.co.uk including your username stating your preferred subscription preferences. You can choose to be subscribed to only one of our services.

10.0 Are my personal details secure at CasinoPlex?

10.1 Your personal information is encrypted by our 128-bit SSL (Secure Sockets Layer) and stored in our secure systems which are regularly tested by third-party security experts. All your transactions and account details are treated with strictest confidence and will not be disclosed to any third party.

11.0 Where do I find casino game history?

You can see all the games you played within the last 30 days by clicking on “Cashier” – My Account – Game History. Additional game history can be provided to you, if you contact our support team.

12.0 What shall I do if my casino game is stuck?

12.1 If the game was not completed, then you will be able to continue the game again simply by reopening the game. If the game was completed but you didn’t see the result, then you will be able to see result in your casino game history.

13.0 I am having problems opening the “Download Casino” and/or “Flash Casino” what shall I do?

13.1 If you are experiencing problems with opening the casino, then you might need to update your JAVA and Flash software. You can install the latest version of JAVA here and the latest version of Flash here.