Live Help Support

FAQs

FAQ

Here you can find the most common questions asked of our customer service. If you are still unable to find the answer to your question, feel free to email our customer support at support@cashino.com

  • Are you licenced for gambling?

    Yes. Cashino.com is operated under the licence of Merkur Interactive Malta p.l.c. who are regulated by the UK Gambling Commission under the licence number 000-044908-R-323825-001 issued under the Gambling Act 2005 on the 11th May 2016.
  • Who are Cashino?

    Cashino.com is one of the most exciting places in the UK to play slot machines, either online or on the high-street. Cashino has over 150 stores. Cashino.com is operated by Merkur Interactive Malta p.l.c., a Maltese registered company.
  • Are my details safe with you?

    Yes. Cashino.com is operated in strict accordance with Merkur Interactive Malta p.l.c. Privacy Policy, the details of which can be found here. Your personal information data will be held in accordance with the UK Data Protection Act 2015.
  • How do I contact you?

    Please email us at support@cashino.com. If you wish to contact your nearest Cashino store, their details can be found by using our Venue Finder which is here.
  • How do I join Cashino.com?

    Click on ‘Register’ on the Cashino.com homepage and you will be taken to a short registration form. Once you’ve successfully filled it out, and made a first deposit, then you’ll be able to play any game on Cashino.com for real money.
  • Who can open an account?

    United Kingdom residents must be at least 18 years of age to play on Cashino.com. Other countries may have a higher legal age requirement or may completely prohibit their citizens from gambling online. Please read Cashino.com’s Terms & Conditions for further information.
  • Does it cost me anything to join?

    No, it is completely free to join Cashino.com. Once you’ve joined you can also try out our games for free before deciding whether to play for real money.
  • What identification do I need?

    In most cases, nothing. However, if we can’t verify your identity, name, age or address during either registration, or when depositing or withdrawing funds, then we may ask you to send copies of information such as your passport, driving licence, a utility bill or a bank statement.
  • What ID do I require to make a withdrawal?

    To ensure any pay-outs are made to the correct person and deposits are not made by
    unauthorised people, we need to fully verify your identity. This is in-line with the Terms &
    Conditions which you agreed to be bound by.

    To provide us with your proof of identity please send us a copy of ONE document from
    BOTH of the following categories:

    Photo ID - a passport or your photo driving licence (these must be clearly legible
    and valid for at least 4 weeks from the date we receive them and include your
    photograph and your signature)

    Proof of Address - a statement from a bank, building society or credit card
    company. The most recent statement from your mortgage lender, or rates, council
    tax or utility bill (electricity, gas or fixed-line telephone) which is no more than 3
    months old. Note mobile telephone bills or statements are not an acceptable proof of
    address.

    Copies of your Photo ID and Proof of Address must be sent as email attachments in Jpeg,
    PNG or PDF digital file formats (the camera on a Smart phone or the scanner on a home
    printer can easily be used for these copies). The email and attachments should then be sent
    to our Customer Services at support@cashino.com.
  • Where are the Terms & Conditions?

    You can access Cashino.com’s Terms & Conditions from here or from the link near the foot of the home page. We ask that you read these carefully before joining us as during registration you will be required to agree to be bound by them.
  • Why haven’t I received a confirmation email after registering?

    It may be because our email to you was intercepted by your ‘spam’ or ‘junk’ email folders. Please check in these folders and mark Cashino.com as a safe sender.
  • How do I deposit funds?

    Open an account, click on the ‘Deposit’ button near the top of every page and then follow the instructions under the ‘Deposit’ tab in the ‘Bank’ section.
  • Do deposits cost me anything?

    We will never charge you for making a deposit into your Cashino.com account. However, some card issuers may apply a surcharge if they consider the deposit a 'cash' transaction. If you're unsure about this, please contact your card issuer for further advice.
  • Which debit or credit cards can I use to deposit funds?

    Currently we accept Visa and Mastercard cards. We also accept Paysafecard.
  • What is the minimum amount I can deposit?

    The minimum deposit amount is £5.
  • How can I withdraw any winnings

    Log into your account, click on the ‘My Account’ button near the top of every page, and then click on the ‘Withdraw’ tab in the ‘Bank’ section. Simply enter the details as requested and the funds will be transferred back to your original payment method within 7 working days.
  • What is the minimum amount I can withdraw?

    The minimum withdrawal amount is £5
  • Where is a withdrawal paid to?

    Withdrawals are always paid back to your original payment method.
  • Do withdrawals cost me anything?

    No. We do not charge for withdrawals from your Cashino.com account.
  • What happens if I forget my password?

    Click on the ‘Forgotten Your Password’ link on the home page and enter the email address you provided at registration. You will be sent an email explaining how to re-set your password.
  • How can I change my personal details?

    Log into your account, click on the ‘My Account’ button near the top of every page, and then on the ‘My Details’ button. Within ‘My Details’ you can click on tabs to edit or change your address, email address, password and security question. Remember to press the ‘Send’ button after making any changes.
  • Can I try out the games for free?

    Yes. Anyone who is not logged in can play all our games for free. Simply select any game and you will see a fun-play balance. This balance is not real money and cannot be withdrawn.
  • How do I start playing for real money?

    Click on ‘Register’ on the Cashino.com homepage and you will be taken to a short registration form. Once you’ve successfully filled it out, and made a first deposit, then you’ll be able to play any game on Cashino.com for real money.
  • What is the expected return to player (RTP) for the games?

    The expected RTP of all our games is shown in a table of all the Game Payouts here. It is also displayed in the ‘Game Rules’ for each individual game.
  • How do I know that your games are fair?

    It is one of the requirements of our UK Gambling Commission license that the games on Cashino.com have been independently tested by the providers from independent testing laboratories.
  • Where can I find the game rules?

    Click on the ‘Game Rules’ menu item on top of the page. For each game you can read the specific rules and instructions on how to play.
  • Do you have a responsible gambling policy?

    We at Cashino.com have clear policies in regards to responsible gambling. In fact, it is a condition of our gaming license that we do so. You can read Cashino.com's Responsible Gambling Policy as part of our T&Cs and the tools that are available to you here.
  • Who can I contact if I think I have a problem with my gambling?

    Cashino work closely with the independent charity-funded GambleAware and the Responsible Gambling Trust whose aim to promote responsible gambling. GambleAware offers players advice on how to stay in control and how to recognise a problem. Players who maybe in difficulty with their gambling can also call the GamCare helpline on 0808 8020 133.
  • Can I exclude myself from the website for a period of time?

    Yes. Within the ‘My Settings’ section which can be found under ‘My Account’ you can opt to self-exclude yourself from having access to Cashino.com for varying periods of time.
  • What are C-Card Rewards?

    C-Card Rewards is a loyalty scheme for all Cashino customers. Separate schemes operate in the stores and at Cashino.com. When you play the games at Cashino.com we will credit you with one C-Card Rewards point for every £10 of real money that you stake.
  • What is your cookie policy?

    Cashino.com uses cookies to track your use of the website and to record your preferences. By using Cashino.com you are agreeing to our use of cookies.
  • What happens if I lose my internet connection whilst playing a game?

    Once you have re-instated your internet connection you will be taken back to the game you were playing at the same place. Your account will not be affected by any interruption to your internet connection.
  • What happens if I leave my computer on whilst logged on to Cashino.com?

    Following a period of inactivity Cashino.com will automatically log you out of your account for security reasons. To resume playing you will need to log back in to your account.
  • What do I do if my question isn't listed here?

    Please email us at support@cashino.com.