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FAQs of 32Red Online Casino

Please take the time to read through the most frequently asked questions about 32Red Online Casino. If your particular question is not answered here then please feel free to email our Player Support Team who will get back to you as quickly as possible.

Security...

Is your system secure?
How safe is my credit card details?

Technical...

Personal Computer Requirements
How do I download the free software?
I have downloaded the file but cannot find it?
Do I have to download every time I want to play?
I cannot complete the installation, when I run the install file?
I keep losing my connection while trying to download the file?
I cannot connect to gaming server?
The Slots keep spinning / Roulette wheel keeps spinning / Cards don't turn over why?

Registration...

How do I open an account?
I am having problems opening an account?

Account Queries...

I have forgotten my password? (Real Account)
My account has been locked? (I tried my password 3 times)

Legalities...

Am I old enough to legally play at this casino?
Where is the Casino based?
Is the Casino Licensed?

Banking...

How do I make a deposit into my account?
How long does it take to process my deposit / purchase of chips?
How can I identify any payments or withdrawals on my bank statement?
How do I withdraw my winnings?
Are there any limits to how much I can withdraw and how long does it take?
How can I follow up financial transactions?
I made a withdrawal, but have changed my mind. How can I cancel a withdrawal request?
Why are my purchases being rejected?

Game Play...

How fair are the games at your casino?
How do you determine which cards are drawn for the games?
What happens if I am suddenly disconnected from the Internet while I play?
Are your rules for Roulette, American or European?
How many decks are there in the Blackjack game?
How does the Slot payout table work?

32Red

Security...


Is your system secure?
Yes we use 128-bit SSL (Secure Socket Layer) Digital Encryption in order to protect all transactions over the Internet. This technology is a security standard as used by all major Financial Institutions.

How safe is my credit card details?
You can use your credit card with total confidence. All debit / credit
Card details are stored on a secure server protected by the latest firewall systems.

32Red

Technical...


Personal Computer Requirements
Unfortunately, the Casino software is not available to players using Macintosh OS. The minimum hardware requirements are...

  • CPU: Intel P4 or AMD - 1.5ghz or faster
  • Memory: 512MB (640MB if system shares memory with Video Card)
  • Hard drive space: 4 Gigabyte or more available
  • Graphics card: 64MB memory SVGA, 800x600, 16-bit color (65K)
  • Sound Blaster compatible sound card
  • Microsoft compatible 2-button mouse

We recommended that to enjoy 32Red Online Casino at its best the following end-user hardware requirement are needed..

  • CPU: Intel Core2 or AMD Athlon II - 2.5ghz or faster
  • Memory: 2GB
  • Hard drive space: 10 Gigabyte or more available
  • Graphics card: 256MB memory SVGA, 1024x768, 32-bit color (16-million)
  • Sound Blaster compatible sound card
  • Microsoft compatible 2-button mouse

You will also require the following software:

  • Internet Explorer 6+, Firefox 3.0.1+
  • Flash Player 10+
  • Windows XP (32-bit), Windows Vista (32-bit and 64-bit) or Windows 7 (32-bit and 64-bit)

How do I download the free software?
Firstly, make sure that all your other applications are closed then click on the Free Download button to start the software download. The initial download will only take between 2 - 10 minutes depending on the speed of your Internet connection. You are now ready to install the 32Red software application file that you saved to your desktop. Double click to open 32Red - the installation wizard will then begin. Follow the prompts when requested and the software will be installed.

I have downloaded the file but cannot find it?
If the 32Red icon is not on your desktop and you can't remember where you saved it, please follow these steps...

  • Open the window search function by clicking on "start" then "search" then "file and folders"(alternatively, press the windows key + F simultaneously)
  • In the search field, type in 32Red Casino, and click "search now"
  • When the file has been found, you can install the software by double-clicking on the filename in the search results

Please note: if you cannot find the installation file after following the above steps, your download probably did not complete. Please download the software from our website again.

Do I have to download every time I want to play?
Absolutely not! You only need to download and install the 32Red Online Casino once. After installing the file, it is accessible from your menu.

I cannot complete the installation, when I run the install file?
Please make sure that you have enough space on your hard drive to complete the installation. 32Red Casino needs at least 30 megabytes of disk space to install.

I keep losing my connection while trying to download the file?
You are probably experiencing problems because of Internet Congestion. This usually happens during working hours, when a lot of people are using the Internet. The best times to download large files are later in the evening or over weekends. Please try again later, or alternatively, send us your full mailing address for a complimentary 32Red Casino software CD.

Please note: this can also be the case, when files take too long to download or do not complete.

I cannot connect to gaming server?
This problem is usually caused by one of three things...

  • You have lost your Internet connection
  • You have a very bad or slow connection to the gaming server
  • You have a firewall blocking you from playing

Please note: reconnecting to the Internet, especially in the evening or during the weekends when the Internet is less busy, can solve the first two problems. If you think your problem is related to a firewall, please ask your firewall administrator to open port 80; you will have to make sure that you are not behind a proxy server.

The Slots keep spinning / Roulette wheel keeps spinning / Cards don't turn over why?
You have either lost your Internet connection, or you have a very slow connection to the gaming server. The gaming server will complete the last transaction, and you will be able to view it next time you log on.

32Red

Registration...


How do I open an account?
Opening an account is easy, just follow these easy steps...

  • Connect to the Internet and run the casino software making sure
    that all your other applications are closed first
  • When the casino's main screen becomes visible, click on the "Connect" button, then on the "Register Now!" button
  • Enter the requested details, making sure to exclude any punctuation in the fields
  • On the second page, be sure to select either "Real Money" or "Free as a Guest" as your player type
  • Please remember the password you choose - you'll need it later

Please note: your password is case-sensitive and has to be entered the same way each time you log in.

I am having problems opening an account?
When opening an account, please make sure of the following...

  • All fields are required, except for the ones indicated as optional
  • Make sure to enter your date of birth in the correct format; this format is 2 digits for the day, 2 digits for the month, and 4 digits for the year, in that order
  • You have to be over the age of 18 to become a Real Player at the 32Red Casino
  • The casino only allows one Guest Account and one Real Account per person, if you already have an account with 32Red Casino, you cannot open another one
  • If you have lost your account details, please Contact Us for assistance

Please note: if you are still experiencing difficulties in opening an account, please contact us for further assistance.

32Red 

Account Queries...

I have forgotten my password? (Real Account).
For security reasons, we need you to supply us with certain details before we can reset your password. Please send us the following information...

  • Your full name and surname
  • Your date of birth
  • Your address

We will then reset your password and let you know immediately. You can also call our freephone number to have your password reset immediately or click here to Contact Us.

My account has been locked? (I tried my password 3 times).
Your account would have been locked for security purposes as you typed your password incorrectly 3 times. Therefore...

  • Make sure the Caps Lock is not on as your password is case-sensitive
  • Please make sure to type in the correct password!

Please note: to unlock your account you have to contact our customer help desk by email or by using the freephone number.

32Red

Legalities...


Am I old enough to legally play at this casino?
Casino play is available only to persons older than 18 years of age. Minors may not under any circumstances play at 32Red. If you require further information please refer to our Terms & Conditions.

Where is the 32Red Online Casino based?
32Red Casino is based in Gibraltar, which is British Overseas Territory. Gibraltar is regulated to UK and European standards. Please visit the About 32Red section to find out more.

Is the Casino Licensed?
32Red Casino is licensed and regulated by Government of Gibraltar, licence number 00019.

32Red

Banking...


How do I make a deposit into my account?
When you are connected to the 32Red Casino click on the Bank button, which takes you to the 32Red Casino Bank page. From here you can register debit / credit cards or a variety of electronic wallet accounts and instantly make a purchase of casino chips. For full details on the entire payment options, click on the 32Red Banking section.

How long does it take to process my deposit / purchase of chips?
Using your Switch or Delta card is the safest and most convenient way of depositing funds into your gaming account, the funds are deposited instantly free of charge. Using your Credit Card, funds are deposited instantly; no charges are levied for using a credit card.
32Red accepts a number of other payment and withdrawal mechanisms, please see our Banking Pages for more information.

How can I identify any payments or withdrawals on my bank statement?
Payments and withdrawals will show as...

  • Debit and Credit cards as '32Red (Trafalgar BG)'
  • Firepay as 'Cashmove'

How do I withdraw my winnings?
You can cash-in any amount of chips in your account at any time. It is not necessary to cash-in your chips at the end of each session as the balance will remain in your account and is available immediately next time you connect. Cash-ins can be made by clicking on the Bank button. Click on the Cash-in button and put the amount you wish to withdraw in the box and you're finished. It is automatically recorded in the software and will be processed accordingly.

Are there any limits to how much I can withdraw and how long does it take?
There are no limits or restrictions on the amounts you wish to Cash-In through your Debit Card. Cash-Ins will reach your bank account within 3-4 working days. There are no charges for withdrawing money using a Credit Card. However, your Cash-In can only be refunded against your original Credit Card Purchase(s). It takes up to 5 working days for the refund to show in your account after the request has been received - subject to additional bank processing times. You can credit funds back to your Firepay account. This will take between 2 - 4 days. There are no limits or restrictions on the amounts you wish to Cash-In by Cheque. This process takes between 21-24 Working Days.

In the interest of customer security and for your protection we will undergo certain checks and verifications.

How can I follow up financial transactions?
You can track and audit your financial activity at 32Red. CashCheck is a web-based facility giving you a comprehensive history with details of all purchases and withdrawals - similar to a bank statement.

I made a withdrawal, but have changed my mind. How can I cancel a withdrawal request?
Cashed-in funds will be held pending for 4 hours, during which time you may reverse the cash-in in order to continue playing by simply selecting this option from the Banking section of the 32Red Casino. If you wish to reverse cash-ins after this time you can contact support and depending on the stage of the refund process, we may be able to reverse it.

Why are my purchases being rejected?
Purchases can be rejected for numerous reasons many of which have nothing to do with your credit. Your request for purchase is sent securely via the Internet but if your purchase request is delayed along the way, our processing centre will reject the transaction rather than processing it with incomplete data.

Additional reasons are that your billing information doesn't match the credit card information that you entered on the Casino Banking page. For instance, if you have entered a different post code (Zip code), or your residential address is different to your billing address, then the purchase is likely to be rejected.

Your credit card company may have set controls (or barriers) to prevent potential fraudulent transactions. If several purchases are made within a short period of time, your credit card company may block your credit card for all transactions. This is an automatic response and may also happen if three or more purchases for the same amount are processed by one merchant (or processor) to your credit card.

32Red also has daily and weekly limits on credit cards that may have been reached. You can request that your card limits be refreshed by contacting our help desk.
Some credit cards may also have been blocked for international sales. Internet problems and traffic congestion can also cause rejections.

Please note: if you feel that your debit / credit card is getting rejected incorrectly, please contact our help desk so that we can assist in resolving the problem.

32Red

Game Play...


How fair are the games at your casino?
Our casino supports a Fair Gaming Policy, which means that each time a game is played the software uses the Microgaming Random Number Generator to randomly produce the gaming results. This ensures that no "programming" advantages can be created on the casino's side to favour the house, and also stops players from gaining an unfair advantage by counting cards or "cracking the system".

Please note: for your peace of mind, we have engaged the services of Independent auditors. They review all our games' payout percentages on a monthly basis. You can review these reports by going to our Payout Report section.

How do you determine which cards are drawn (dice thrown, number selected, etc.) for the games?
The most important part of an online casino is a specially designed program called the Random Number Generator. This is the program that generates a sequence of numbers which correspond to various card types, dice throws, etc. A good random Number Generator will produce numbers that are...

  • Evenly distributed and correlated
  • Unpredictable

If a Random Number Generator is evenly distributed and not correlated, each number will be hit approximately the same number of times after a large number of events. If a Random Number Generator is unpredictable, you will not be able to predict the next number in a series no matter how many previously generated numbers you have studied.
Please note: that Guest players playing for fun experience the 32Red Random Number Generator used throughout the casino for all play, both fun and real money. We believe that it is important for Guests to evaluate the casino fully and realistically before playing with real money. Not all casinos operate in this way.

What happens if I am suddenly disconnected from the Internet while I play?
If for some reason, you get disconnected from the Internet while you are in a middle of a game, don't panic. In games where player action takes place during the round (like Blackjack, Craps and Video Poker) you will automatically be returned to the exact point where the game was interrupted, so you can continue exactly from the same point you left off, just like in any game round.

In games like Slots and Roulette, where the player does not make decisions in the game after the round has started, you can just log in to the casino again and see how the game finished by clicking on the PlayCheck button.

Are your rules for Roulette, American or European?
32Red Casino uses European rules for Roulette. See our Online Roulette at 32Red section to find out more about Roulette at 32Red.

How many decks are there in the Blackjack game?
That depends on the game you are playing. In the Casino there are games which use 2, 4, 5 and 8 decks. Each offers a different challenge and needs a different winning strategy.

There are also other differences between the Blackjack games, such as the options to surrender, double, split and re-split, split aces and so on. There is only one progressive Blackjack game - Triple 7s Blackjack - and one multi-hand game - Multi-hand Blackjack.
All decks are shuffled before each hand; all Blackjacks pay 3 to 2.

The combinations of options are shown below...

Atlantic City Online Blackjack...
Decks: 8
Hole Card: Yes
Dealer hits on: All 17
Surrender option: Yes
Double on: Any
Split available: Yes
Re-split : Twice
Split aces: No Draw
After split: Double

Bonus Online Blackjack...
Decks: 2
Hole Card: Yes
Dealer hits on: Soft 17
Surrender option: No
Double on: Any
Split available: Yes
Re-split : Twice
Split aces: No Draw
After split: Double

European Online Blackjack...
Decks: 2
Hole Card: No
Dealer hits on: All 17
Surrender option: No
Double on: 9 / 10 / 11
 Split available: Yes
Re-split : n/a
Split aces: Draw
After split: No Double

High Limit Online Blackjack...
Decks: 2
Hole Card: No
Dealer hits on: All 17
Surrender option: No
Double on: 9 / 10 / 11
Split available: Yes
Re-split : n/a
Split aces: Draw
After split: No Double

Multi-hand Online Blackjack...
Decks: 5
Hole Card: No
Dealer hits on: All 17
Surrender option: No
Double on: 9 / 10 / 11
Split available: Once
Re-split : n/a
Split aces: Draw
After split: Double

Spanish Online Blackjack...
Decks: 8
Hole Card: Yes
Dealer hits on: Soft 17
Surrender option: Yes
Double on: Any
Split available: Yes
Re-split : Twice
Split aces: Draw
After split: Double

Triple 7's Online Blackjack...
Decks: 5
Hole Card: No
Dealer hits on: All 17
Surrender option: No
Double on: 9 / 10 / 11
Split available: Yes
Re-split : n/a
Split aces: Draw
After split: Double

Vegas Downtown Online Blackjack...
Decks: 2
Hole Card: Yes
Dealer hits on: Soft 17
Surrender option: No
Double on: Any
Split available: Yes
Re-split : Twice
Split aces: No Draw
After split: Double

Vegas Strip Online Blackjack...
Decks: 4
Hole Card: Yes
Dealer hits on: All 17
Surrender option: No
Double on: Any
Split available: Yes
Re-split : Twice
Split aces: No Draw
After split: Double

How does the Slot payout table work?
The payout table lists the amount of coins that are won for every combination. The payout amount is dependant on the coin size multiplied by the amount of coins won.
You can change the coin size in the game menu. For example...

  • If you win 2000 coins, and the coin size is 25p, the total payout will be £500, OR
  • If you win 1000 coins, and the coin size 25c, the total payout will be $250

If a question of your remained unanswered then please feel free to contact our Player Support Team who will be able to help you.


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