FREQUENTLY ASKED QUESTIONS
How do I register at the Casino?
- Click on the SIGN UP NOW button above. Remember that fields marked with an asterisks (*) are mandatory and must be filled in to successfully register.
- You will be required to enter a Username and Password. Remember to keep your Username and Password in a safe place. You will use them to access the Casino each time you wish to play.
What is the minimum amount of gaming credits I need to deposit?
- You will need to deposit a minimum of $25 worth of gaming credits in order to start playing online.
Can I deposit more casino chips in Play for Fun mode?
- Yes, simply click on the "Visit Cashier" button and type in the amount of credits you wish to deposit. In play for fun mode you may deposit as many credits as you like.
LOGIN AND DETAILS
How do I log in to the online casino?
- Connect to the Internet and run the Casino Software or click Instant Play on the Home Page of Platinum Reels.
- Click on the LOGIN button above and enter your Username and Password in the respective fields.
What is my password and account number?
- Your Password and Username is case-sensitive and must be entered the same way each time you log in. If you have forgotten your Password or Username, contact a customer service representative for assistance. Remember to have your registration details handy.
What do I do if I've forgotten my casino password?
- Should you have any difficulty in remembering your Username or Password, click on the LOGIN button above and then click on the "forgot password" link. You will be required to enter your Username. If all this accurate, you will be allowed to enter a new password. Alternatively, contact our support team for assistance.
What if I try logging in and it does not connect?
- This is due to a bad or slow internet connection. Disconnect, then reconnect to the Internet and try again.
What do I do if I need to update my account details?
When you are logged into the casino website, you are able to change the following account details:
- Postal Address including Town/City, Post Code, Country and State
- Email Address
- Telephone number
- Mobile number
Are my transactions secure?
- Yes. Platinum Reels Online Casino uses 128-bit SSL (Secure Socket Layer) digital encryption to protect the details of your electronic transactions over the Internet. This is the Internet security standard for online transactions as demanded by major financial institutions. If you are uncomfortable including your credit card or banking details in any e-mail correspondence, you always have the option to telephone your details through to our customer service agents on our toll free line. The banking facility is only available to Real Players i.e. players who wager with real money as opposed to Fun Players.
How do I deposit credits?
To deposit funds into your Platinum Reels casino account, login to your casino account and then click on the deposit button. Depositing funds into your wagering account with could not be easier. The following deposit options are available:
- VISA Instant Gift Card
Why are my credit card deposits being rejected?
- Certain financial institutions have decided to deny their cardholders the freedom to make deposits for online gaming transactions. We have however made provision for this by allowing you alternative methods of purchasing your casino credits.
How do I withdraw my winnings?
- Please note that it is not necessary for you to withdraw your winnings at the end of each session: your account can be maintained with a positive balance, and will be automatically saved by our server. These credits will be available for you to use the next time you log on to Platinum Reels Online Casino. Simply go to the "withdrawal" button in the Cashier of the Platinum Reels software and enter the amount that you wish to withdraw. This will record your withdrawal with us and it will appear on our systems immediately. Please note, Players with large first time withdrawals may need to comply with certain security requirements. Players are also able to make a Reversal of a withdrawal request within the first 24 hours of their initial withdrawal.
What fraud prevention measures are in place?
- Platinum Reels plays an active role in fraud prevention and detection. We aim to ensure the integrity of customer accounts as well as payments made to customers. Platinum Reels employs a variety of appropriate security and fraud controls to oversee every transaction. Customers may be required to supply proof of identity, copies of their credit cards, a signed deposit history of their transactions and / or other appropriate documentation particularly when attempting to withdraw credits. This ensures that e-cash deposits and redemptions are not fraudulently transacted.
SECURITY AND PRIVACY
Is my credit card number safe in your hands?
- Yes, your details are safe. Your personal Platinum Reels Online Casino Username and Password must be supplied prior to any credit card transactions taking place. Secured data transfer during any transaction is guaranteed and any credit card information or other information will never be disclosed to any other company.
Is my account number and password safe?
- Yes. The casino software uses SHA256 - 2048 Bit encryption when data is transferred over the Internet. Each player chooses their own Username and their own Password, which they alone can access.
How do I get technical assistance?
- Platinum Reels Online Casino provides 24-hour toll-free and e-mail support to all casino players.
- Contact us 24-hours a day, 7 days a week, if you have any questions, queries or suggestions. Our VIP guest hosts are standing by to assist.
Who do I contact for queries?
How fair are the games at your online casino?
- Platinum Reels Online Casino makes use of the world's leading Internet Gaming Developer. There is an extreme focus on accuracy and the software offers the ability to review all historical play - wager by wager. Platinum Reels payout percentage reports are reviewed by independent Auditors.
What happens if I lose my connection to the gaming server?
- The gaming server resolves the bet during the loss of your Internet connection and it will refresh your credit balance with the outcome of the bet.
PLATINUM REELS LOYALTY CLUB
What is the Platinum Reels Loyalty Club?
- At Platinum Reels, we are passionate about giving you the most incredible gaming experience possible and the loyalty program is one developed to reward and encourage player performance as you move through the various tiers.
How do I join?
- When registering a Real account with Platinum Reels Online Casino, players are automatically given membership to the Platinum Reels Loyalty Club. There is no requirement for additional registration.Membership to the PLATINUM REES LOYALTY CLUB is FREE and is given to all players who play for Real Money.
What's my Loyalty Club status?
- You can access all information regarding your loyalty status by simply clicking the menu icon in the casino lobby. Long standing members have been migrated to the new program in accordance with the program's points requirements for each tier.
Where can I see my loyalty points?
- When you log in to the casino, please click the menu icon in the casino lobby to check your loyalty points.
What is the difference between the tier loyalty points and bonus loyalty points?
- Your loyalty club point's balance is made up of both tier and bonus loyalty points. Tier and bonus loyalty points have the same value for redemption purposes.
What can I do with my Loyalty Points?
- Tier points are used to move or maintain your player loyalty status. Both tier and bonus loyalty points can be also exchanged for Platinum Reels casino credits at a rate of 1000 points = $1.00. By exchanging your points for bonus credits, you earn points faster and gain more unique benefits to enhance your play even further.
Why can I not always redeem all my loyalty points?
- There is a minimum redeem amount of 1000 loyalty points. Please make sure that you have accumulated at least 1000 points before attempting to redeem.
How do I move from one tier to the next?
- You move from one tier to the next by earning the required amount of tier points as stipulated by a specific tier. Once you reach a tier status you will remain on that until you move up again.
What happens if I do not accumulate the required amount of points to maintain my status.
- You will maintain your current loyalty status/tier until such time that you reach the tier points required to move up to the next tier.