Question 1

How do I create an account?

Accepted Answer

In order to create an account you just have to click on the “Sign Up” button in the top right corner of the webpage and enter in your details in the fields provided.

Question 2

How do I reset my password at Royal Reels?

Accepted Answer

To reset your password, go to the sign in page and click on “Recover your password.” Enter your email to receive a reset password link.

Question 3

Can I change my email address?

Accepted Answer

Unfortunately we don’t allow players to change their email address. If you have been locked out, or your email has somehow expired please speak with our support staff and we will see what we are able to do for you.

Question 4

Can I create more than one account?

Accepted Answer

Unfortunately not, players are only permitted to have one account. We strictly only allow one account per IP. If for some reason you know you have multiple that you set up by accident, please reach out to our friendly support staff ASAP as we may not be able to process your withdrawal if this is the case.

Question 5

What is the currency that I can play with on Royal Reels?

Accepted Answer

The default currency for our platform is AUD and currently we only support the one currency. If you are from New Zealand, your account will be in NZD.

Question 6

How do I make a deposit?

Accepted Answer

Once logged into your Royal Reels account, click on the “Cashier” button and select “Deposit.” A list will show what deposit methods are available for you to use. Select the method you wish to use. Follow the simple and easy steps of the method you choose to deposit with.

Question 7

Do you charge a fee for deposits?

Accepted Answer

No. Unlike some casino operators we think it’s only fair that we pay the fees on our end so you will be happy to know that no fees should be taken from your deposit however on rare occasions some banks might but as far as we are aware this has not happened.

Question 8

Whats the minimum I can deposit?

Accepted Answer

The minimum you can deposit is currently $30 AUD.

Question 9

How do I make a withdrawal?

Accepted Answer

When you want to make a withdrawal, click on your profile to access your account details. Choose the cashout method and fill out the short form. Click on “Withdraw” and your request will be sent for processing.

Question 10

How long do I have to wait for my withdrawal to be processed?

Accepted Answer

We pride ourselves in making sure that we process withdrawals in a timely manner so you can enjoy your winnings. In all cases your withdrawal will be processed within 7 business days, but you can be happy to know that due to our local banking infrastructure - you won’t need to wait for any international transfers like other operators - so the money will go straight into your account.

Question 11

What is a bonus?

Accepted Answer

A bonus is an amount of money that can be added to your account under different circumstances. The size of the bonus may vary, and you will be required to wager the bonus amount x40 (unless otherwise specified), at which point the bonus funds will convert to real funds and you can withdraw it. Example – A player signs up and deposits $100, making use of the 100% deposit match offer. They would then have $100 as well and an additional $100 added in bonus funds – the real funds will be played first and the player will need to wager $4000 before being able to withdraw. For a full breakdown of our bonus offers and terms please see “Bonus Terms & Conditions” in the Promotions menu.

Question 12

What do I need to do to claim a bonus?

Accepted Answer

To gain access to the Promotions sections of our site you will need to verify your mobile number using the form when prompted. Once you have entered your mobile number you can press on the “Send Code” button. You should then receive an SMS containing your verification code and enter it into the field provided. This is to help prevent creation of duplicate accounts, in addition to other checks such as IP address and browser fingerprints.

Question 13

Why does it say I still have to complete wagering requirements in order to withdraw from Royal Reels?

Accepted Answer

You will not be able to withdraw until the wagering requirements of an active bonus have been completed, or you can choose to forfeit the bonus. If you forfeit a bonus, the bonus money and any accumulated winnings will be removed as well.

Question 14

How do I complete wagering requirements?

Accepted Answer

You can play any slots on Jackpot Casino, which contributes 100% towards bonus wagering requirements. Table games and live games contribute 3%.

Question 15

Did I wager my bonus enough?

Accepted Answer

To check your bonus wagering status, simply head to the rewards section of Royal Reels and view the “remaining wagering requirements” under your active bonus.

Question 16

I deposited but did not receive the bonus from Royal Reels that was promised

Accepted Answer

Ensure that the terms and conditions of the bonus offer, such as the minimum deposit amount and the period during which the deposit needed to be made, have been met. You must also ensure that you claimed the bonus offer through the rewards section.

Question 17

How can I cancel a bonus?

Accepted Answer

If you wish to remove an active bonus, head to the rewards section in Royal Reels. Under your active bonus, you will see an option to cancel it. Please note that if you do this, you will forfeit your remaining bonus and any accumulated winnings.

Question 18

Are you licensed by a governing body?

Accepted Answer

Yes – we are licensed by the Curacao government under sublicense N.V #365/JAZ to bring casino services to certain regions around the world. We are under strict guidelines put in place by the regulatory bodies which include auditing of both our cashflow and casino systems to ensure they cannot be manipulated and players no matter how much they win are able to be paid.

Question 19

Are your games fair?

Accepted Answer

Yes we make sure that the providers we partner with are licensed and receive strict audits by approved independent third parties that ensure the RNG (Random Number Generator) is completely random and there is no bias. We believe in a trust-based relationship with our players so having fair games is something you won’t need to worry about when playing on our casino platform. Our live casino tables are also subject to extensive auditing to ensure the highest standards are maintained.

Question 20

What happens if the game freezes whilst I am playing it?

Accepted Answer

In most cases if you go back into the game which crashed it will restore your previous session so you can continue where you left off. Alternatively, the game can sometimes be played to the end on the server. This can happen if your device freezes or if you lose your internet connection. If you think your game has not been restored from your previous play please contact our friendly support staff and explain the situation. We have many systems in place to be able to check on previous gameplay and verify sessions that have happened in the past.

Question 21

Can I use a VPN to get around region blocked games?

Accepted Answer

Yes you can! Unlike our competitors we feel it is your right as a player to have access to the latest games and providers and if they have blocked your regions access, we see there being no harm done by using a VPN to bypass these blocks. This is what makes us different to most casinos out there.

Question 22

I can’t open a game, what do I do?

Accepted Answer

Often it could be a problem with your internet connection or possible maintenance on the game providers' servers. In any case we would ask that you clear your internet cache and cookies and restart your browser. If there is still no change, then please contact our friendly support staff so they can check our internal systems and try and troubleshoot the problem.

Question 23

How do I take a screenshot to send to support?

Accepted Answer

A screenshot can help our support staff see what is on your screen at the time that a problem has occurred. The easiest way to do this on a PC is by using the Print Screen button on your keyboard and pasting it into Microsoft paint or similar. For Android, press the power and volume down buttons at the same time. This will save a screenshot to your gallery. For IOS, simultaneously press and then release the home button and the side button or sleep/wake button (depending on model).

Question 24

Are my personal details secure?

Accepted Answer

Yes – Our site uses world leading SSL encryption technology and we use the most up to date standards to ensure sensitive information is transmitted without any snooping eyes to keep you and your credit card details secure.

Question 25

Do you require verification documents when withdrawing funds?

Accepted Answer

No – We feel that this hurdle when withdrawing is in most instances just a hindrance to keep you from getting access to your winnings. So in 99% of cases, we will never ask for any verification documents. If we feel there is a player who using fake details or fraudulent payment methods we reserve the right to ask the person to provide some level of verification documents but this is very rare.

Question 26

Can I close my account?

Accepted Answer

Most definitely. If you feel like you need to close your account due to problem gambling please let our support staff know in live chat and we will ensure that you can no longer gain access.

Question 27

Can I have my account suspended temporarily?

Accepted Answer

Of course - we understand that sometimes things can get too much, and you might require a break from the gambling scene. We encourage safe and responsible gambling so please speak to our friendly support staff who will put a suspension on your account for a period that you specify. Please keep in mind that this period is nonnegotiable so you will not be able to access your account before the time period in all cases.

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