Safety Concerns and Privacy Policy

1. How secure is it to give my credit card over the Internet?
2. Is my real name available for other players to see?
3. Do you sell lists of players to third parties for promotional or other purposes?
4. Can other players access my account?

Legality of Gambling

5. If I am from Canada, can I play in your casino?
6. Is it legal to play in your Internet casino from my country?

Game Fairness and Odds

7. What are the odds of the games?
8. How can I be sure the games are fair?

Getting Started

9. Simple Download and Installation instructions:
10. How do I register?
11. How do I purchase Credits to play for real?
12. Can I play the games for free?
13. How do I get free credits?
14. How can I be assured of a fast customer support response?

Purchase Credits and Payouts

15. How do I purchase credits to play for real?
16. How do I collect my winnings?
17. General withdrawals: How long does it take? How do i receive my winnings?
18. Reverse withdrawals: I have made a withdrawal and want to return the money to my Casino account, is this possible?
19. Am I required to pay taxes on my winnings?

Technical Issues

20. What are the recommended minimum system specifications?
21. I try to login but I can't connect to the casino server. What is the problem?
22. Do I have to call overseas to play at your casino?
23. I press deal and the card is dealt but does not flip over?
24. I was in the middle of a game and I lost the connection, what happened to the game?

Password and Account Info

25. How can I change my "Account Info"?
26. How can I change my Password?
27. How can I view my Account Information?

Customer Support Team

28. How do I contact the Customer Support Team?

Safety Concerns and Privacy Policy

1. How secure is it to give my credit card over the Internet?

   Our security team has ensured that our software offers complete protection for your Credit Card information. Our casino uses state-of-the-art encryption in our software, which is virtually impossible to crack. The online security methods we employ are similar to that used by banks for all their transactions over the Internet.

2. Is my real name available for other players to see?

   We will never expose any of your personal information to other players - your privacy is guaranteed.

3. Do you sell lists of players to third parties for promotional or other purposes?

   Our Customer Information Policy pledges that any details disclosed by the player will not be sold or distributed to a third party. You can rest assured that no one will annoy you with any form of solicitation.

4. Can other players access my account?

   The system is password protected, this authenticates the player's identity before any account information or transactions can be accessed. You and our support team are the only ones with access to your account information. Do not reveal your user name or password to anybody.

Legality of Gambling

5. If I am from Canada, can I play in your casino?

   You will not be able to play using Real Money because our casino is void in Canada. However, you are welcome to play off-line for fun. If you still try to purchase credits we will cancel your purchase request.

6. Is it legal to play in your Internet casino from my country?

   Laws vary from jurisdiction to jurisdiction. We cannot be responsible for the laws in your location. Please contact your local authorities for up to date information on the legality of Internet gaming in your jurisdiction.

Game Fairness and Odds

7. What are the odds of the games?

   Our Casino offers the same odds to those found in Las Vegas. Our extensive selection of video poker games offer up to 99% paybacks.

8. How can I be sure the games are fair?

   Golden Balls Casino is a Casino member of Gambling Federation. Gambling Federation has been an online presence in the Gaming Industry since 1996 making us one of the originators in web-based gaming. Our longevity and our thousands of loyal players is testament to our fairness and honesty. In addition each individual game (hand, spin, etc) is recorded in the Casino Server and is easily accessed by our Customer Support Team at your request.

Getting Started

9. Simple Download and Installation instructions:

    

   • Click on any one of the Download links on our website to download our FREE software for MS Windows 95, 98, ME, NT, 2000 and XP.
   • At the prompt, select “Save”. Please make sure that you remember the name of the file and where you are saving it.
   • When the file has been downloaded, double click on its icon.
   • Follow the instructions on the screen.
   • After the installation is completed, an icon of our casino will appear on your desktop. Our casino will also be included in your Programs group in the Start menu.
   • Start our casino and enjoy!

    

10. How do I register?

    You can register directly from the casino software.

    To register from the casino software:

    • Click on “Play for Real Money”
    • Click on “Create Account”
    • Fill in the registration form, being careful to enter your correct information

     

    Or to register from within a Free Mode game:

    • From the main hall select “Play for Real Money”
    • Click on “Create Account”
    • Fill in the registration form being careful to enter your correct information

     

11. How do I purchase Credits to play for real?

    To purchase credits or chips from the casino software, click on the “Cashier” button.

    • Choose your payment method.
    • Fill out the purchase credit form.
    • Click on "OK" and Good Luck!

     

12. Can I play the games for free?

    Yes. You are welcome to try our games with no obligations for as long as you wish. When you are ready to play for real, simply register to open a real account.

13. How do I get free credits?

    From the casino software, click on "Free Play"

    • Enter the amount of Free Play chips you wish to play with.
    • Click on "OK" and enjoy!

     

14. How can I be assured of a fast customer support response?

    Our support team is here 24/7 to serve and assist you. You can choose the method that’s most convenient to your needs. Contact us via Live Chat from within the casino software, call our phone support or submit a question via support@goldenballscasino.com. We can guarantee that a member of our team will deal with your query quickly and professionally. You can help us provide top quality service by providing your user ID and any relevant information when submitting your question.

Purchase Credits and Payouts

15. How do I purchase credits to play for real?

    To purchase credits or chips from the casino software, click on the “Cashier” button.

    • Choose your payment method.
    • Fill out the Casino Credit form.
    • Click on "OK"
    • You will receive confirmation of your deposit within the software and via e-mail.

     

    To purchase credits or chips from the casino software, click on the “Cashier” button. You may use any one of the following deposit methods:

    • Credit Card
    • FirePay
    • NETeller
    • NETeller InstaCash
    • Western Union
    • Citadel
    • Moneybookers
    • PrePaid ATM
    • ensurePay

     

16. How do I collect my winnings?
    • Within the casino software click on the “Cashier” button then select “Withdraw”
    • Enter the amount you wish to withdraw in whole numbers e.g. 65, not $65 or 65.00 [note: you cannot withdraw more than is available in your balance]
    • Click on the “Withdraw” button and your winnings will on their way to you.

    For purchases made by NETeller, Firepay, Moneybookers and PrePaid ATM, we will be able to credit your entire winning back to your NETeller, Firepay, Moneybookers or PrePaid ATM account. For purchases made by Credit Card, Western Union, Citadel, ensurePay and , winnings will be paid by USD cheques or Euro Bank Drafts. Please make sure that you give us your complete, correct address and name information when you purchase credits. The speed of delivery for winning checks and bank drafts will vary depending on the mail service in your location.

    Click here to find more about payouts.

17. General withdrawals: How long does it take? How do i receive my winnings?

    Our casino processes all payouts on a daily basis. Payouts will be sent to players according to the payment methods used to buy chips. Our Processing time is 3 days; delivery will then depend on the method we use to refund you, and your location. All winnings are subject to our fraud prevention measures. Please visit the security section of our site to be aware of these.

18. Reverse withdrawals: I have made a withdrawal and want to return the money to my Casino account, is this possible?

    There are two steps you can take to reverse your withdrawal into your casino account.

    • Click on the “Cashier” button, next select “Reverse Withdrawal”. This will allow you to reverse any pending withdrawals to your casino account.
    • Alternatively you can contact our support team and ask them to reverse the withdrawal for you.

    Please note: requests for reversals should be sent within 24hrs of your withdrawal to guarantee their successful reversal - once they have begun to be processed by our accounting team, it is not company policy to reverse a withdrawal; withdrawals can only be reversed in their full amount.

19. Am I required to pay taxes on my winnings?

    Rules for taxation on casino winnings vary from country to country. You are responsible for checking with your local tax authorities to determine if you are required to pay taxes on winnings received from our casinos.

Technical Issues

20. What are the recommended minimum system specifications?

    The system requirements are as follows:

    • IBM PC-compatible computer
    • Windows 95/98/ME or NT/2000/XP
    • 32 megabytes of RAM
    • 16-bit color video card (800x600 resolution mode)
    • VGA screen
    • Soundcard and Speakers

     

21. I try to login but I can't connect to the casino server. What is the problem?

    Make sure to write your User Name and Password properly. If you forgot your password follow these steps:

    - Make sure your computer is connected to the Internet. To test your Internet connection, start your preferred browser (ex: Netscape or Internet Explorer) and try to visit any website (ex: www.yahoo.com).

    - Run the Casino software and Click on "Play for Fun".

    - Click on the options menu (the check mark on the top left hand side of the screen).

    - Click on "Recover my password" button.

    - Fill out the info requested and click Send.
    
    Please Note that all User IDs and Passwords are case sensitive and need to be entered exactly as when you registered. As well, please be aware as to whether or not your ability to connect to our servers may be being affected by a Firewall, or any other security measures which may be implemented on your computer, or the server which your computer receives its Internet connection from. If you are connected to the Internet and you still can’t login to our Casino Server, please contact our Customer Support Team stating the casino that you were attempting to connect to and the exact error message that you received.

22. Do I have to call overseas to play at your casino?

    You do NOT need to call overseas to play in our casino. All you need to do is connect to the Internet in the way you usually do to browse the web. We guarantee that you won't receive any hidden telephone charges as a result of playing in our casino.

23. I press deal and the card is dealt but does not flip over?

    This problem is caused by excessive Internet traffic. If traffic is too busy, the signal from the server will not be relayed to your software. In such a case, the card will not turn over because it has not received the message telling it what card was dealt. If you close the program, you will be refreshed to the last known position.

24. I was in the middle of a game and I lost the connection, what happened to the game?

    We take great care to make sure that our servers offer the highest level of reliability to our players. Most of the time if you lose your connection to the games the error occurred somewhere between your computer and our server.

    Our server always records the game results, regardless, even if the connection was lost between your computer and our server, the game results will be accurately recorded and the results will be reflected in your account balance the next time you login.

Password and Account Info

25. How can I change my "Account Info"?

    In order for you to change or Update your account information simply log into our casino and then click on the options menu (the check mark on the top left hand side of the screen). Next click on “Modify My Account”, and you will be able to update your mailing address and e-mail address.

    For security reason you are unable to change your name in the database. If you have legally changed your name, we suggest that you inform support and register another account with the casino.

    To update your Credit Card details go to the “Cashier” menu and select Credit Card. Next click on the "View/Modify Credit Card" button.

26. How can I change my Password?

    From the software, in Real Play mode:

    • Click on the options menu (the check mark on the top left hand side of the screen) select “Change My Password”.
    • Enter your OLD password.
    • Enter your NEW password.
    • Re-enter your NEW password to confirm.
    • Click OK.

     

27. How can I view my Account Information?

    From the software, in Real Play mode:

    • Click on the options menu (the check mark on the top left hand side of the screen).
    • This will open your account information.

     

Customer Support Team

28. How do I contact the Customer Support Team?
    
    
    By Email:
    
    

    Type of Inquiry	Email
    Administration	administration@goldenballscasino.com
    Purchases/Cashins	cashins@goldenballscasino.com
    Support	support@goldenballscasino.com
    Promotions	promotions@goldenballscasino.com
    Partnership	partner@goldenballscasino.com
    Website	webmaster@goldenballscasino.com

     

    By Phone:
    
    From North America, call phone support at any of the following numbers:
    
    1-866-733-5489
    
    

          By Chat:

          Contact us via Live Chat through the Casino software by selecting the options menu (the check mark on the top left hand side of the screen) . Next select “Live Support” and you’ll be put though to one of our Customer Support specialists.