Help Center

Welcome to the Spins House Help Center. This comprehensive resource is designed to provide quick and clear answers to the most common questions about our casino. If you cannot find the information you need below, our 24/7 Customer Support team is always ready to assist you via Live Chat or Email.

Frequently Asked Questions (FAQ)

A. Account & Registration

1. How do I create an account?
Click the golden “Join Now” or “Sign Up” button on our homepage. Fill in the registration form with accurate personal details (full name, date of birth, email, address, and chosen currency). Read and accept our Terms & Conditions and Privacy Policy. You will receive a confirmation email to activate your account.

2. Why do I need to verify my account (KYC)?
As a licensed operator, we are legally required to verify the identity and age of our players to prevent fraud, money laundering, and underage gambling. This is a standard security procedure.

3. What documents are needed for verification?
We typically require:

Proof of Identity: A clear photo/scan of a valid government-issued ID (Passport, Driver’s License, National ID Card).
Proof of Address: A recent document (within last 3 months) showing your name and registered address (Utility bill, Bank statement, Tax letter).
Proof of Payment Method: A photo/scan of the front of the credit/debit card used (with the middle 8 digits and CVV covered) or a screenshot of your e-wallet account.

4. I forgot my password. What should I do?
On the login page, click “Forgot Password?” Enter the email address linked to your Spins House account. You will receive an email with a secure link to reset your password.

5. Can I have more than one account?
No. Our Terms strictly allow only one account per player, household, IP address, or device. Multiple accounts will be closed, and any bonuses or winnings may be voided.

B. Deposits & Withdrawals

1. What payment methods do you accept?
We offer a wide range of secure options:

Credit/Debit Cards: Visa, Mastercard
E-Wallets: Skrill, Neteller, ecoPayz, MuchBetter
Bank Transfer
Prepaid Vouchers: Paysafecard
Cryptocurrencies: Bitcoin, Ethereum, Litecoin (availability may vary by region)

2. How do I make a deposit?

Log in and go to the “Cashier” or “Deposit” section.
Choose your preferred payment method.
Enter the deposit amount and any required payment details.
Confirm the transaction. Funds are usually credited instantly.

3. Are there any deposit fees?
Spins House does not charge any fees for deposits. However, your payment provider may apply its own charges.

4. What are the minimum and maximum deposit limits?
These vary by payment method. The limits are clearly displayed in the cashier. Standard minimum deposit is €10 (or currency equivalent).

5. How do I withdraw my winnings?

Go to the “Cashier” and select “Withdraw.”
Choose a withdrawal method (often must match your deposit method).
Enter the amount and confirm. All withdrawals are subject to security verification (KYC) and bonus wagering requirements.

6. How long do withdrawals take?

Processing Time: Our team processes requests within 24-72 hours after all verification is complete.
Receiving Time: After processing, the time it takes for funds to reach you depends on the method:
- E-Wallets: 0-24 hours
- Cards: 3-5 business days
- Bank Transfer: 3-7 business days
- Cryptocurrencies: Usually within 24 hours

7. Why was my withdrawal declined or delayed?
Common reasons include:

Account not fully verified (KYC documents pending).
Active bonus wagering requirements not met.
Withdrawal method does not match the deposit method.
Suspicious activity requiring further investigation.
You will always be notified via email if additional information is required.

C. Bonuses & Promotions

1. Where can I see active bonuses?
Log in and visit the “Promotions” page. All current offers with their terms and conditions are listed there.

2. What is a Wagering Requirement (WR)?
A WR is the number of times you must bet the bonus amount (and sometimes the deposit amount) before you can withdraw any associated winnings. Example: A €20 bonus with a 30x WR means you must wager €20 x 30 = €600.

3. Why didn’t I receive my bonus?

You may not have opted-in (clicked “Claim” or entered a bonus code) during deposit.
The deposit was made with an excluded payment method (e.g., Skrill/Neteller for some offers).
You have an active bonus already; only one can be active at a time.
You are playing from a restricted country.

4. What is the Maximum Bet rule?
When playing with an active bonus, you must not place a single bet exceeding €5 (or currency equivalent). Betting higher may lead to the bonus and winnings being voided.

5. Can I withdraw my deposit before meeting the WR?
No. Requesting a withdrawal before fulfilling the WR will result in the forfeiture of the entire bonus and any winnings generated from it.

D. Games & Software

1. Are the games at Spins House fair?
Absolutely. All our games use a certified Random Number Generator (RNG) to ensure completely random and unbiased outcomes. Our RNG systems are independently tested and audited by iTech Labs, a globally respected authority.

2. Can I play for free (demo mode)?
Yes. Most of our slot games are available in “Fun Play” or “Demo” mode. You can try them without registering or depositing. Please note: Table games and Live Casino games typically require a real-money account.

3. The game crashed/froze during play. What happens?
If a game malfunctions or a disconnect occurs, the round is considered void. All wagers are returned, and any winnings from that round are cancelled. If this happens, please contact support with the game name and time of the incident.

4. What is RTP (Return to Player)?
RTP is the theoretical percentage of all wagered money that a game will pay back to players over time. For example, a slot with 96% RTP will, on average, return €96 for every €100 wagered. RTP info is available in each game’s information section.

E. Security & Responsible Gaming

1. Is my personal and financial data safe?
Yes. We protect all data transmission with 256-bit SSL encryption, the same standard used by major banks. We never sell your data and adhere to strict privacy laws.

2. How can I set limits on my gambling?
In your account settings, go to the “Responsible Gaming” section. There you can set binding limits on deposits, losses, wagers, and session time. You can also request a Time-Out or Self-Exclusion.

3. I think I have a gambling problem. What should I do?
Immediately use our Self-Exclusion tool or contact support. We also strongly recommend reaching out to professional organizations for free, confidential help:

GamCare: gamcare.org.uk | Helpline: 0808 8020 133
Gamblers Anonymous: gamblersanonymous.org

F. Technical Support

1. The website/game isn’t loading properly. What can I do?

Clear your browser’s cache and cookies.
Ensure you have a stable internet connection.
Try updating your browser to the latest version (Chrome, Firefox, Safari, Edge).
Disable any browser extensions or ad-blockers that might interfere.
Try accessing via a different browser or device.

2. Can I play on my mobile phone?
Yes. Spins House is fully optimized for mobile devices. You can play directly through your mobile browser, or download our dedicated app if available in your region.

3. I can’t log in to my account.

Ensure you are using the correct email and password (check Caps Lock).
Use the “Forgot Password” feature if needed.
Your account may be temporarily locked due to multiple failed attempts; wait 15 minutes or contact support.
Check if you have an active Time-Out or Self-Exclusion.

How to Contact Customer Support

If your question is not answered here, our friendly and professional team is here for you 24 hours a day, 7 days a week.

LIVE CHAT: The fastest method. Click the chat icon in the bottom right corner of any page on our website.
EMAIL: Send a detailed message to [email protected]. We strive to respond within a few hours.
COMPLAINTS: For formal complaints, please follow the procedure outlined in our Terms & Conditions.

For your security, please never share your account password with anyone, including our support agents. They will never ask for it.