If you require any assistance, please e-mail our customer support at email@example.com or use the live chat feature on the right corner of this page. Our support is available Monday - Sunday between 08:30 - 00:30 CET.
Q: What is a wagering requirement?
A: It is very common for casinos to set wagering requirements on their bonuses and free spins that the customer has to fulfill before their bonus money gets converted to real money. This means that you have to play for a certain amount before you will be able to make a withdrawal.
Example 1: You get a bonus of €10 with 5 times wagering requirement. In order to fulfill your wagering requirement, you have to place bets on a total amount of €50 no matter how much you win or lose.
Example 2: Spin 50 times on Starburst with a €1 stake and your wagering are fulfilled.
Example 3: Bet €50 on Manchester United to win against Arsenal. No matter if your bet is a win or a loss, your wagering is completed.
Q: How can I get in touch with customer service?
A: It is very simple. Just send us an e-mail to firstname.lastname@example.org or contact our live-chat that you will find in the bottom right corner.
Q: Why do I need to verify my account?
A: We have guidelines we need to follow since we are certified by MGA. Every customer needs to verify their account at some point so we know that we’re paying out the winnings to the right person and that it isn’t any illegal activity going on.
Q: How do I verify my account?
A: We will contact you by e-mail when it’s time to verify your account. Please follow the instructions you’ll receive and upload the requested documents under “My account – Verify”. Please contact support if you have any questions.
Q: How do I change my username?
A: Unfortunately, you are not able to change your username. Please be careful when choosing your username so you make sure it is correct.
Q: How do I change my registered e-mail address?
A: If you want to change e-mail address we kindly ask you to send us with your request to email@example.com. Please attach proof of ID and proof of address in your e-mail so we know that the right person that is sending the request.
Q: I feel like I want to limit my gambling a bit, how do I do?
A: There are several ways to limit your gambling. For more information, we recommend you to visit our responsible gambling section or go to “My account -> Responsible Gaming” where you can set deposit limits, loss limits, wager limits, play session limit or block your account.
Q: Am I allowed to play at your casino?
A: You are allowed to play at our casino as long as you are over 18 years old and NOT a resident in any of the following countries:
Mauritius, Montenegro, Morocco, Namibia, Paraguay, Peru, Philippines, Puerto Rico, Serbia, South Africa, Sri Lanka, Syria, Taiwan, Thailand, Tunisia, Turkey, the United States and other US territories, Algeria, Angola, Bolivia, Canada, China Colombia, Costa Rica, Cyprus, Denmark, Dominica, Dominican Republic, Gabon, Grenada, Hong Kong, India, Indonesia, Iran, Iraq, Israel, Italy, Jordan, Malaysia, United Kingdom, Spain, France.
Q: Do you have a withdrawal fee?
A: It depends on which option you want to use. We have several free options that you are able to use. You can find information about your option under “Account -> Withdrawal”
Q: In which games can I wager my bonus?
A: Below you will find information about what games will count towards your wagering:
Group A - Slots, Video Slots, Scratch cards, Sportsbook = 100 %
Group B - Video Poker, 3 Card Poker, table games and other games = 0 %
Bets on the following games do not count towards the wagering: Blood Suckers, The Wish Master, Immortal Romance, Robin Hood Shifting Riches, Playboy, Champion of the Track, Dead or Alive, Kings of Chicago, Cosmic Fortune, Jackpot 6000 and progressive jackpots.
Casino bonuses can only be wagered in the casino and sports bonuses can only be wagered in sportsbook. Please note that in sportsbook you need to have a total odd of minimum 1.9 in order for it to count towards the wagering.
Q: How do I make a deposit?
A: You just click the green ”DEPOSIT”-button in the upper right corner. We offer payment methods such as VISA, MasterCard, Trustly, Neteller and Skrill. You are also able to make a quick deposit when you are playing a game. At the right side of the slot you will find a quick deposit box where you easily can make a deposit if you wish.
Q: I have forgotten my password, how do I create a new one?
A: It’s very easy. You just click ”Forgot password” right next to the log in box. If you’re experiencing issues with this, you can also contact support and they will gladly help you.
Q: How do I close my account?
A: If you want to pause your account, then go to “My Account -> Responsible Gaming -> Block Account”. There you can choose if you want to block it 1 day, 7 days or 31 days. If you would like to close it for a longer period, please send us your request to firstname.lastname@example.org from your registered e-mail address and give us the following information:
- Length of account block
- Reason for account block
- Date of Birth
- Phone number
Q: I have made a withdrawal, when will I get my money?
A: The withdrawal time will vary depending on your method. We will always try to process your withdrawal within 24 hours and usually, it only takes a few hours. Here’s information about every method:
Bank account: 10 minutes - 3 working days, depending on your bank
Credit card: 1-5 working days
Q: I tried to make a withdrawal but it got declined, why?
A: The most common reason for this is that we need some documents for verification. Your withdrawal will then be canceled, and you will be informed about the required documents on e-mail. You might also have an active bonus on your account. You can go to “My Account -> Bonuses” to see if that is the case. You need to wager your bonuses before you will be able to request a withdrawal. Another reason why your withdrawal might be declined is that your balance is lower than the requested amount. If neither of these is the case, please contact our support and we will help you.
Q: Can I create more than 1 account?
A: No. You are only allowed to have 1 account per person/IP-address/address/phone number according to our terms and conditions.
Q: Can I use someone else’s bank account for deposits to my casino account?
A: No. It’s strictly forbidden to use someone else bank account. The casino account holders and the bank account holder needs to be the same person. If this is not the case, the account will be blocked and winnings will be confiscated.
Q: Will my multiple bet with odds over 1.9 count towards the wagering requirement?
A: Yes, you are allowed to place multiples as long as the total odds are over 1.9.
Q: It seems like my bet has not been settled correctly. What do I do?
A: Unfortunately, this happens in very rare cases. Please contact our support and provide us with your bet ID and we will fix this for you within minutes.
Q: I want to place bets on a match that I can’t find on your site. What do I do?
A: As there are a lot of events and matches going on every day, we only list the most popular ones, so it will be easier for the customer to find the right one. If the particular game is not visible for you, you can contact our live-chat and ask if we can add it for you.
Q: I was about to make my first deposit and wondered what sports bonus you have?
A: For those that enjoy sports betting we have a nice first deposit bonus of 100% up to €100. Read more about this offer on our promotion page.
Q: How do I receive my no deposit free spins?
A: You just have to create an account and your free spins will be credited automatically right after you have activated your account. After that you just have to open Starburst, Shangri La: Cluster Pays, Pyramid: Quest for Immortality, Wild Wild West: The Great Train Heist or Aloha! Cluster Pays. Please notice that only customers from Finland, Norway and Sweden are eligible for this campaign.
Q: I have been playing a lot now but I don’t get any good winnings?
A: We fully understand that it takes away a bit of the joy if you have really bad luck. However, we do not have any chance of affecting the slot payout in any way. All game providers have their own random number generator (RNG) that is tested and approved by several independent third parties so every player has an equal and fair chance of winning. Most slot machines have an RTP (return to player) of 97%, which is giving you a good chance of winning. We hope that you have better luck next time!
Q: I want to make my first deposit. What casino bonus do you have?
A: We have a really nice casino bonus where you can get up to €800 in bonus and 200 free spins. If you want to read more about the promotion, please visit our promotion page.
Q: The slot stopped in the middle of a game round, how do I know if I won or not?
A: If a game round stopped in the middle of a round, it will start where you finished when you re-open the game. Please log out of your account, clear cache and cookies, log back in and start the slot again. If the game round does not continue where it finished, please check ”Account -> History” to see if you won or not. If your game round does not have an end date in your history, please contact support and we will help you.
Q: When I open a game I only see a black window, and nothing happens?
A: Please make sure that JAVA is installed on your device.
Q: I’m trying to create an account but something wrong happened. What is the issue here?
A: The first thing you need to do is to check that all fields are filled in correctly. Remember that you are only allowed to create one account per person, so if you get the error message that your e-mail address is already in use, you already have an account. Then click ”forgot password” and reset your password. Contact our support if you still can’t manage to open an account and we will help you.
Q: Which browser should I use when playing at ScandiBet?
A: We recommend our customers to use Google Chrome as our site is optimized for that browser. If you are using Mac, you should play from Safari. Also, please make sure to have the latest version of Flash installed in your browser.
Q: I can’t log in to my account, what should I do?
A: The most common reason why you can’t log in to your account is that either your username or password is correct. Please make sure that caps lock isn’t turned on and that you have the right password and username. If you still can’t log in to your account, please contact customer support.
Q: I requested a withdrawal that bounced back to my casino account, why?
A: If your withdrawal bounced back to your casino account there could be several reasons for that. Please check your e-mail since we have sent you information about why your withdrawal got declined.
Q: I get an error message saying that an account already has been created from my IP-address, why?
A: The most common reason for this is that you have created an account earlier. Please click “forgot password” and request a new one to your e-mail address. If this isn’t the case, please contact our support and we will help you.
Q: Where do I find the terms and conditions for my bonus from the Reward Ship?
1. Go to the Reward Ship.
2. Click the item.
3. Click "T&C".
Q: Could you give me more details of how the progression works?
A: Every bet placed in the sportsbook and every round played in our casino will help you on your way to the next level and rank. Some types of casino games for example regular slots or betting with higher odds in the sportsbook will allow you to level up faster. Check out our blog post about the Reward Ship for more details.
Q: How many sublevels until you reach next level?
A: Every rank has 100 sub levels, so when you've reached Wood 100, the next level will be Stone 1.