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1. General FAQ
2. Technical FAQ
3. Banking FAQ
4. Security FAQs
1. General FAQ:
Q: Can I play for real money?
A: Of course. Casinos wouldn't be the same without the chance to win big.

Q: How does it work?
A: First, open an account with us by downloading the free Virtual Casino software located on the website home page.
Once downloaded, the Virtual Casino logo will appear on your desktop. Select "New Account" and enter your desired username and password, along with your contact information. Please note that your password is case sensitive so pay close attention to the case in which it is entered to ensure a successful first login.
Welcome! Now that your account has been created, click on the Virtual Casino logo (V) on your desktop and enter the casino.
You have the option of playing for fun, or wagering real money. If you have any problems downloading the Virtual Casino software please refer to the technical FAQ's #1 and #2. Otherwise e-mail ( for further assistance.

For deposits and withdrawal options, please refer to question #1 of the Banking FAQ's, or the Bank Info section of the web page.

Q: Are the games fair?
A: All of our games undergo rigorous testing by an independent testing organization - SafeBet - that randomly tests the outcomes of our games and certifies them only if they pass. Visit the Security section of our site and click on Fair Play for more details.

Q: What games do you offer?
A: We currently offer more than 42 exciting games that includes:
Blackjack, Caribbean Poker, Craps, Keno, Tri-Card poker, Slot Machines like It's good to be bad,, Baccarat, Let 'Em Ride, Pai Gow Poker, Red Dog, American Roulette, War, Video Poker and Bingo.

Q: Is this legal?
A: International law is very complex, and we do not know the specific laws that may apply to where you live. We operate under strict compliance with all local laws, and urge you to access our site only if you know that you are in compliance with your local laws regarding online gaming. International law and banking regulations require Virtual Casino to request players from The Czech Republic, Lithuania, Kazakhstan, Belarus, Thailand, Ukraine, Afghanistan, Yugoslavia, Costa Rica, Indonesia, Bulgaria, Iran, Iraq, Poland, Latvia, Estonia and Pakistan complete and return a "Fax Back Form".

Q: Are my winnings reported for tax purposes?
A: All transactions are strictly confidential. We will not report any activity to any government agency.

Q: What currencies do you accept?
A: All wagering is done in U.S. dollars, for simplicity. However, you may make a deposit with any currency you like, and we will be happy to credit your account, in U.S. dollars, at the true bank exchange rate.

2. Technical FAQ:
Q: I downloaded the casino software using Netscape 6, but it doesn't work.
A: If you are using Netscape 6, you need to use the 'Save as' option instead of the 'Open' option from this location when you're downloading the casino software. If you already downloaded the software, and it is saved as a .dll file, you can simply rename the file as an .exe filename extension, and it should then begin working properly.

Q: I'm an AOL user and I don't know how to get to my desktop?

In order to find the desktop, you'll have to minimize all the AOL windows until you can see the desktop.
On top of the AOL window, you will find three buttons: the middle one pictures 2 boxes, one behind the other, the button on the right (an X) is the button you press to close the window. Press on the button on the LEFT, which should be a small line. Please do not close them, since that would disconnect you from the Internet. The install icon is a small (V)  with the name Virtual Casino underneath. Once you find it, click on it and the install window should pop up. You will need to follow the instructions and it will help you through the process. Once finished, you will be able to view the casino icon on the desktop. The icon will look like small (V) , with the name Virtual Casino underneath. Open the casino and create an account by clicking on the create account button, making sure you are still online, otherwise you'll get an "Unable to establish connection" message.


Q: I am trying to create an account and it tells me that the account already exists.
A: The message you are getting from the computer claiming that the account already exists means that the account name you've chosen is already in use by another player. You need to either modify it by adding numbers or choosing a less common name.

Q: I am getting a message that says "Unable to connect."

If you downloaded the software and it does not connect, check your Internet connection. Please note that you have to be online to play at our casino. If you are connected to the Internet and you are still experiencing problems, then you might need to re-download the software, or check that you are not behind a Proxy server or Firewall.


Q: Why do I keep getting an Invalid Password message?

If you have just been disconnected from the software or didn't exit properly, the system may still have you marked as logged in. Please wait approximately 15-20, minutes for the automatic disconnection and then you will be able to connect.   If you still getting the same message contact Casino Support at ( You may also be entering the wrong password. Remember the account name and password are case sensitive; so make sure that you are entering them in correctly. If the problem persists, please contact customer support at (


Q: I've forgotten my password what can I do?
A: Please contact ( and your password will be e-mailed to you. In order to stop misuse we have to verify the identity of the request and to speed up the process we recommend that you include your mailing address and telephone number, as well as the last four digits of your credit card number (if applicable).

3. Banking FAQ:
Q: How do I make a real money deposit?


Credit Card - Visa/MasterCard:

Credit card deposits may be made through our eCash processor from the Bank section of the casino. Just click on "deposit money", and enter your credit card information.
Our financial transaction processor handles multiple alternative payment options. Because of that sometimes different Processor names may appear in your monthly statement.

Citadel Commerce is the Secure Way to Pay. Fund your account via e-check or credit cards. Complete Privacy. Total Security. Simple Convenience.

Neteller offers convenient money transfers and payment options to millions of merchants and people on the web. Use your VISA, MasterCard or your chequing account to fund your Neteller account. Signup with Neteller and fund your account in one easy step.

Western Union:
Our casino can also accept payments through Western Union. Please contact us at 1-866-BETS-PAY4 to help you fill out the Western Union form.
Then please call us at 1-866-BETS-PAY4 (International + 506-290-8916) with the your Western Union control number. The funds will be immediately deposited into your account.

Credit Card Directly to Our Casino:
Please use the deposit button here and submit your request the forms here, your money will be credited to your account in the next 30 minutes or call us at 1-866-BETS-PAY4 (International + 506-290-8916) for detailed instructions for Visa/MasterCard over the phone.

To open an account via wire transfer:
Remember that we will reimburse all incoming costs!

  1. Banks require that wire transfers to be completed in person.
  2. Call us at 1-866-BETS-PAY4 (International + 506-290-8916) for bank wire instructions.
  3. Wire transfers can take up to 48 hours to activate your account

To open an account with a Certified Check:

  1. Call 1-866-BETS-PAY4 for more information about how to fill out your Certified Checks. You can obtain a certified check at banks, convenience stores, etc.
  2. Courier service can take up to 2 days to arrive in Costa Rica. Your account will be updated when the check arrives

(International + 506-290-8916)
You can expect the package to take 2 days to arrive in Costa Rica. Payout will be available only after the package arrives.

Our Casino will reimburse costs incurred to deposit $50 or more into your account. We will credit these costs into your account!

Q: Why can't I deposit?
A: Please ensure that the address on your account at Virtual Casino matches the address on your credit card account and you have the correct email address in your account information.
If all of your information is correct - the processor may be temporarily unavailable. Please try again later. For any questions or concerns regarding failed or denied credit card transactions, or if you need to update/change your casino account information, please contact (

Q: How do I make a withdrawal?

Requests for withdrawals are processed through the banking section of the software. Just tell the software how much of your balance you wish to withdraw and the delivery method.
Visa withdrawals are automatically credited back up to the amount of the original deposit. Any winnings exceeding the original amount deposited will be paid out via Cashier's Check or Western Union.
The minimum withdrawal amount is $25. Requests for winnings must also be $25 or greater, which is in excess of the amounts deposited. Players may request a withdrawal from their account at any time, but are limited to four withdrawals per month. The total withdrawal amount cannot exceed $5,000 per month.

Q: How long will it take to get my withdrawal?

Credit card account requests that are 3 days old will be authorized twice a week. Cashier's check requests will be reviewed for approval within 7 business days. Management reserves the right to deny/withhold Cashier's check withdrawals until such time that all casino account security concerns can be satisfied. It can take up to another 72 hours for Visa withdrawals to be redeemed depending on how long it takes the issuing bank to process a "returned purchase
For Cashier's check payouts you can expect delivery within 7 business days, depending on international delivery. For successful draft delivery we require that your mailing address, home phone number, full name, and e-mail address be accurate.


Q: What is Coupon?

Coupons are the bonus options available to you with your casino deposits. They have some prespecified percentage of your deposit or a fix amount which can be redeemed by you on your next deposit. There are two types of redemption options are available

  1. No Play through: in this type of coupon bonus money will be immediately kicked in your account, ready to play.
  2. Play through: in this type of coupon you have to play through ( wager) a certain number of times your original deposit and bonus will be kicked in after that.

e.g: if you deposited $100 and coupon is configured for 4 times play through bonus will be kicked in after you wager(total bets) $400.


Q: How do I redeem a Coupon?

Simple. When you sign up and download the Virtual Casino software you will be asked for your e-mail address. You will receive bonus offers sent to that e-mail address. All you have to do is follow these six easy steps to redeem your bonus coupon:

  1. Look for the five-digit alphanumeric code in the e-mail or newsletter sent to your address.
  2. Log into the casino and click on the "Bank" button.
  3. Click on "Redeem Coupon", enter your coupon code and hit redeem. You must redeem your coupon before you make your deposit.
  4. Click on the "deposit" button and make your deposit.
  5. Enter the casino and complete the play through requirement if there is any for the coupon. Play through requirements refers to the minimum total bets placed before the coupon will be redeemed. For example, 4X play through on a $100 deposit is $400 wagered.
  6. Log off and log on again - your bonus will be automatically credited to your account.
    Once your bonus is credited, it is yours to either play with or withdraw.
Q: How do I redeem my Virtual Casino Comp/Reward points?
A: You simply enter the casino bank and click on the "spend" button next to your comp balance located on the top left hand corner. You will be end up on a form where you filled your information and Virtual Casino support will then receive your request and redeem the points for you. You can directly reach Comps option through the Comps button on the menu here. Please give us 24 to 48 hrs for redemption. You will receive an e-mail response when your points are redeemed. The minimum amount of Virtual Casino Comp/Reward points you can redeem is 5000. The maximum redeemable amount is $1000.00 daily. Should you have any questions regarding Virtual Casino's Comp/Reward points e-mail (

4. Security FAQs:
Q: How secure is my information?
A: Virtual Casino and all its members casinos will not provide any of your information, (name, address, phone number, credit card, or win/loss balance) to anyone (including government agencies), unless there is suspicion of criminal activity on the account.

Q: What happens if I break one of the rules & regulations?
A: Our security staff will generally spot violations of the rules and regulations. In that event they will contact you via e-mail. In some circumstances they may ask you to complete and return a Fax Back Form.

Q: What is a 'Fax Back Form', and where can I request one?
A: 'Fax Back Form' is a way for Virtual Casino and our Payment Processing companies to verify the personal and banking information on your account. By filling out and returning the form, Virtual Casino will be able to ensure smooth operation of you account, and allow players to play for money from countries that had previously been blocked. Click here to download the fax back form. The form can also be requested from ( You can FAX it to our Fax number +506-296-7463 or Toll Free Fax number 1-888-579-4555.

Q: Why do I have to complete a 'Fax Back Form' before I can deposit real money?
A: Our systems will automatically place a suspension on any account that accesses our systems from certain countries. These countries either have banking rules that make it difficult for financial transactions to occur, or have a history of fraudulent activity.

Q: Why do I have to complete a 'Fax Back Form' when I have been playing for real money already?

There are situations when our systems will tell you that you cannot deposit or withdrawal without a 'Fax Back Form'. This is usually caused by some credit card activity on the casino account. If you use a credit card on more than one casino account our systems will suspend the account and ask you to send in a 'Fax Back Form'. If at any time you are having trouble with the software and it mentions a 'Fax Back Form' contact us at e-mail, telephone, live chat, and we will be more than happy to explain your situation.


For Customer Support Call Toll Free: 1-866-BETS-PAY (1-866-2387-729)