Customer Support
How to contact support and when is it available?
Our support team works between 10:00 am - 00:00 pm. You can reach out to us in the chat or write to Account
How to register casino account?
Registration on Casinoprom won't take more than 30 seconds. In the upper right corner of the site click the "Sign Up" button. Enter your email address, create an account password and select a currency. Please pay attention that after creating the account in a certain currency there will be no possibility to change account currency. Put a checkmark in the box that you agree to the Terms and Conditions of the casino. Click the “Done” button and check your email. Open a confirmation letter and follow the link.
Is it possible to play without registration?
Yes. Having chosen the necessary game you can play its demo version (play for fun) without registration.
Is there a list of forbidden for playing countries?
Players are prohibited from opening accounts and/or depositing any funds if you are or are living in Curacao, France, Iran, Iraq, Netherlands, North Korea, Singapore, Portugal, Switzerland, Armenia, Georgia, New Zealand, Australia, Poland, Bulgaria, Moldova, Estonia, Latvia, Lithuania, Belarus, Slovakia, Saudi Arabia, Qatar, Romania, Spain, St Maarten, Statia, U.S.A or the U.S.A dependencies, Ukraine, United Kingdom
At what age gambling is allowed?
Gambling is allowed when you reach 18 years but in some countries this age may vary. The age is determined by the laws of the jurisdiction of players' residing.
What are the documents required for account verification?
You must upload 3 documents prooving: Identity Card (passport, driving license or another official document which can replace it), Proof of Residence (any official proof of your current place of residense (utility or phone bill, bank statement, etc)), Financial Document (PDF of payment method which you use for your account's balance replenishment).
How to recover account password?
Click the “Sign in” button in the upper right corner of the site and use the “Forgot Password” link. Enter the email address provided during registration and click the "Send Reset Link" button. The letter will be sent to your registration email with further instructions. It usually arrives within a few seconds, but may take longer depending on the email service you use.
How to disable promo mails?
To disable email distribution go to the "Profile" tab. Put the slider "Send Promotions by Email" to off mode. Please note that transactional emails cannot be disabled.
I haven't got a confirmation email. What shall I do?
We advise to check whether you entered the email address correctly during your registration. Also check the SPAM folder in your mailbox. To prevent possible problems with the delivery of service messages, add the email address [email protected] into your contact list. If you do not find a confirmation email, letter please contact our Support Team.
How to block an account?
For a temporary block you need to contact our live-chat or send a request to [email protected] and specify your username and block time. For a permanent block you need to send a request to [email protected] using your casino account email and specify the reason.
Payments
What currencies do you support?
Available currencies: USD, TRY
What payment methods are available?
All the methods are listed in the "Payments" tab located at the bottom of the site, as well as in your account in the "Wallet" tab.
Is there any fee during payments?
For your convenience we cover all costs associated with transfer fees.
How to make a deposit?
Log into your account and press "Deposit" button. In the dropdown you must choose one of the payment methods (fill in your personal data if necessary), specify deposit amount, choose one of the offered bonuses and press "Deposit". Complete all the necessary actions on the payment provider side after that. Money will be credited right after the payment processing. Usually it takes a few seconds. Please contact support if money haven't credited within an hour.
Is it possible to use multiple payment methods for deposit?
It is possible if all the payment accounts belong to player who makes deposit.
Do you accept payments from the third parties?
It is absolutely forbidden.You must use the card or electronic wallet that are Yours and are registered on You.
How to withdraw funds from the account?
Having logged into your account, click on the"My Profile" tab on the left side of the site and select the" Wallet "tab in the drop-down menu. Go to the "Withdrawal" tab and select the withdrawal method. Withdrawals are carried out only via those payment methods that were used for making a deposit.
Is it possible to use multiple payment methods for withdrawal?
Sure. Any of available payment methods which was used for deposits can be used for withdrawal.
Can I withdraw funds immediately after the deposit?
All deposited funds are non withdrawable until they are wagered at least 1 time (wager x1)in sports games with minimum 1,30 odds and 1 time for all casino games. (wager x1).
Are there any withdrawal limits?
Casinoprom set the minimum and maximum withdrawal amounts for one transaction which may differ depending on the withdrawal method, the level of your account or other factors. Please contact with the support team to learn your withdrawal limits.
How long does it take to withdraw money?
We strive to process withdrawal requests up to 24 hours from the time of request. The maximum processing time for a withdrawal request is up to 7 business days. In the event that the Company investigates You, the time period specified in this clause may be extended by the period of such an investigation.
How to cancel a withdrawal request?
Press "My profile" and choose "Wallet" tab from the dropdown. In "Wallet" tab select "Transactions history". You will see all your payments here and you may cancel those which are being processing.
Bonuses
What is a deposit bonus?
A deposit bonus increases your account balance by adding bonus money to your deposit according to its amount and bonus conditions. You can choose one bonus from the list of available ones by picking its card during deposit.
What is wager?
Wager is a coefficient of bonus wagering which determines the total of bets needed to transfer your bonus amount from bonus balance to to withdraw. Casinoprom uses wager x35 for Welcome Casino bonuses and 20x for Welcome Sports Bonuses with odds 2.00 and over.
Can bonus be wagered in all games?
No, wagering conditions are different in various games. The base wagering percentage for different types of games is next: slots - 100%, live and table games including poker - 5% . You can find the list of slots which are excluded from bonus promotions in General Terms and Conditions - Clause 16.22 .
Is there any max bet while playing with an active bonus?
There is no maximum bet while playing with an active bonus unless our betting company does not deem appropriate
What is a free spin?
Free spins are game rounds where you shouldn't pay for a spin. You can obtain free spins according to different bonus promotions (deposit, tournament, achievement a new level into loyalty program).
What is a tournament?
Tournaments are being developed. Please, wait for our further system updates.
Are there any restrictions in the game while playing using bonus funds?
Yes. To withdraw funds with an active bonus you must either cancel it or wager. If the bonus is canceled, the bonus and winnings by this bonus burns out. Bonus funds are counted towards wagering.
Technical questions
What to do if the game gives an error or freezes in the middle of a round?
In most cases you can enter the game again ( refresh the page) and start right from the place where the game crashed the previous time. If refresh didn't help try to delete cookies and clean browser cache. If these actions don't help and the game still doesn't load - please contact support via live-chat or email [email protected]. The game round will be played on the server anyway and you'll receive all the winnings, this will happen even if your PC freeze or your connection is lost.
Why some games for PC are are missing on mobile platform?
Unfortunately some games are not supported by mobile platforms.
Game doesn't load. What to do?
Refresh the page and reopen the game. If the problem persists, do one of the following: install or update Adobe FlashPlayer, try to open the game using another browser, try to clean browser cache. If all the actions listed above didn't help and the game still doesn't load - contact support via live-chat or email [email protected].
Is it possible to play using mobile app?
Yes, we are using mobile PWA-application available for iOS and Android. To install an app simply open our website using Safari or Chrome browsers and follow the instructions.
Is it possible to play multiple games at one time?
Yes, by opening games in different browser tabs.
