Frequently Asked Questions

Your withdrawal will be in pending status with Kiwi Casino for 4 business days then on the 5th day the withdrawal will be processed. It will take between 24 hours to 21 days to be fully processed by the merchant depending on the withdrawal method you have chosen.

Yes, absolutely. We use the best security measures available today, such as the latest Firewall technology and RSA encryption to make sure that delicate information remains 100% secure with us. In fact, using your credit card at the Kiwi Casino is much safer than using it at your local department store. For further information, visit our Security section.

The bonus is optional. You must contact support and request to have the bonus removed before depositing. Once you have requested for the bonus to be removed you can not choose to have this again.

If there is a bonus in your account when you withdraw, the bonus will automatically be removed.

Once you log into your NETeller account, just follow the links on the main navigational bar at the top of the screen, or use the Quicklinks located on the left of your screen to move to the desired section. Each process is explained in full detail in their respective sections.

Kiwi Casino is fully licensed in Antigua and regulated by CEZA and First Cagayan. The payout percentage, which is the percentage of the total wins out of total bets, is being audited on a monthly basis by one of the leading international accounting and auditing firms.

The average download time is 12-15 minutes using a standard 33Kbs modem. In cable and ADSL connections download takes no more than 2 minutes. You have to remember that the download is only necessary for the first time you play at the casino, after that - the program is available from your computer's 'Start' menu and/or your computer's desktop.

AOL users can use the Kiwi Casino software with AOL version 3.0 or later.

It is NETeller policy to withdraw your funds using the same method as they were originally deposited. Therefore, if you deposited €20.00 by credit card, then you must withdraw €20.00 back to your credit card. Any subsequent amounts may be withdrawn using other methods.

In Order to make a deposit you must first download the Kiwi Casino software. For complete step-by-step instructions on downloading and installing Kiwi Casino, please visit our download page. You than need to open your real money account. After you receive your real-money username and password, you are ready to make a deposit into your Kiwi Casino account.

• Start the Kiwi Casino program, and select the "Real money mode" option
• Enter your real username and password in the Login window
• Select "Cashier" from the top-right hand corner of the lobby followed by pressing the "Deposit" button
• Select your desired deposit method

Credit card deposits take approximately 2-5 minutes to process and funds are made available in your casino account within this time frame.

Wire Transfer deposits take 2 business days to arrive at our bank. Your account will be credited as soon as our bank receives the transfer.

Bank Draft / Personal check deposits take about a week to reach our offices. It takes additional 10 days for a Bank Draft to be cleared and about 21 days for a Personal check to be cleared. Please note that the first phase of a Bank Draft / Personal Check deposit is dependent on regular world wide mail and may vary depending on your location and/or other factors.

To withdraw money from your account go to the Cashier and select the "withdraw" button.

If you have made credit cards deposit(s) prior to your withdrawal, the money you now wish to withdraw will automatically be refunded to your credit cards. If you have withdrawn more than your total deposits, any amount in excess of that deposit amounts, will be refunded to you using your preferred method of payment, whether it is Bank draft or Wire transfer, selected by you.

The reason why we can't refund the entire winning amount to your Credit card is due to the Credit card company's limitations, and is out of our control. There are no charges for credit cards refunds.

Bank drafts will be sent to your billing address, as specified by you during the account registration process, using regular worldwide mail. Please make sure that the specified billing address is correct to avoid any delays. If this address had been changed please contact out Customer Service department at support@kiwicasino.com. Please allow up to three weeks for delivery due to slow mail service. There are no charges imposed on bank draft withdraws.

If you select Wire transfer as the preferred method for withdraw, you will be asked to fill in your bank account details. There are no charges imposed on Wire transfer withdraws add in fee here.

You can track the status of your withdraw requests by entering the cashier and selecting the "Transaction history" screen. The status column in this screen identifies each transaction's exact phase.

Once you make a withdrawal, your withdraw request is pending to be processed by our financial department. By entering the "Pending Withdraws" screen in the "Withdraw" section in the cashier you can view all your Withdraw requests that are waiting to be processed.

Generally no withdraw request will be processed before 4 business days of making the request so that you can cancel withdraw requests while the transaction has not been processed, and return the amount back to your casino account, so you can go ahead and play.

Your withdrawal will be in pending status with Kiwi Casino for 4 business days then on the 5th day the withdrawal will be processed. It will take between 24 hours to 21 days to be fully processed by the merchant depending on the withdrawal method you have chosen.

As mentioned above, all Withdraw requests awaiting to be processed show up in the "pending Withdraws" screen in "Withdraw" section in Cashier, for about 4 business days from your initial Withdraw request date. You can cancel Withdraw request as long as they show up in the "pending Withdraws" screen, and return the requested amount back to your casino account, so you can go ahead and play.

The Cashier's 'Transaction History' section stores a complete history of all your financial actions, such as withdraws and deposit requests.

The following limits of deposits apply for each deposit method:

Credit Cards
Minimum single deposit €10
Maximum single deposit €500 per card

Bank Draft/Personal Check
Minimum single deposit €50
Maximum single deposit €5000

Wire Transfer
Minimum single deposit €100
No maximum limit

Yes, absolutely. We use the best security measures available today, such as the latest Firewall technology and RSA encryption to make sure that delicate information remains 100% secure with us. In fact, using your credit card at the Kiwi Casino is much safer than using it at your local department store. For further information, visit our Security section.

Simply visit the deposit section within the cashier located in the lobby and enter the amount of fun money you would like to deposit into your account.

Credit Card (VISA and Mastercard) transactions will be billed by InterPay Processing Ltd., 3687 Armory Building, Basseterre, St.Kitts, DBA IFUND-Interpay

When you have received your bonus, you will not be able to withdraw until you have wagered a minimum amount depending on the bonus type, please see the terms for each of the bonuses.

In the interests of fair gaming, Kiwi Casino requires you to have wagered a minimum of 15 (fifteen) times your deposit and bonus for USD ($) accounts, 20 (twenty) times your deposit and bonus for GBP (£) accounts and 25 (twenty-five) times your deposit and bonus for EURO (€) accounts before cashing out any amount higher than your initial deposit amount. Bets placed on Baccarat, Black Jack Switch, Black Jack Surrender, Craps, Roulette and Sic Bo do not count towards this wagering requirement.

In the interests of fair gaming, Kiwi Casino requires you to have wagered a minimum of 15 (fifteen) times your deposit and bonus for USD ($) accounts, 20 (twenty) times your deposit and bonus for GBP (£) accounts and 25 (twenty-five) times your deposit and bonus for EURO (€) accounts before cashing out any amount higher than your initial deposit amount. Bets placed on Baccarat, Black Jack Switch, Black Jack Surrender, Craps, Roulette and Sic Bo do not count towards this wagering requirement.

In the interests of fair gaming, Kiwi Casino requires you to have wagered a minimum of 7 (seven) times your deposit and bonus before cashing out any amount higher than your initial deposit amount. Bets placed on Baccarat, Black Jack Switch, Black Jack Surrender, Craps, Roulette and Sic Bo do not count towards this wagering requirement.

The bonus is optional. You must contact support and request to have the bonus removed before depositing. Once you have requested for the bonus to be removed you can not choose to have this again.

If there is a bonus in your account when you withdraw, the bonus will automatically be removed.

You will not be able to cancel the withdrawal to retrieve the bonus again once you have tried to withdraw the bonus is removed instantly.

Kiwi Casino bonuses are play bonuses only, you may not withdraw these. Please see the wagering requirements for details on withdrawing.

NETeller (http://www.neteller.com) is an online money transfer service. You can open a NETeller account which acts like an online wallet. You are able to deposit, withdrawal, and transfer funds to the many merchants that support NETeller.

Once you log into your NETeller account, just follow the links on the main navigational bar at the top of the screen, or use the Quicklinks located on the left of your screen to move to the desired section. Each process is explained in full detail in their respective sections.

Becoming a Certified NETeller member is a simple process which has many benefits. American residents need only to register and verify a bank account with NETeller. International users may become Certified by faxing in a clear copy of their passport and both sides of a personal credit card. Once you become certified you will be entitled to all the benefits of certification. There is additional information on certification in your NETeller account.

After registering your bank account, NETeller will debit and credit your account for two amounts less than one dollar at NETeller's expense. When you find out these amounts from your bank statement, enter them in the NETeller system and your account will be instantly certified.

It is NETeller policy to withdraw your funds using the same method as they were originally deposited. Therefore, if you deposited €20.00 by credit card, then you must withdraw $20.00 back to your credit card. Any subsequent amounts may be withdrawn using other methods.

A credit card will be declined by the bank issuing the card. You may call the issuing bank to find out what is wrong with your card. Remember: Three invalid credit card attempts within one hour will cause your NETeller account to be automatically closed and you will have to contact customer support in order to have it reopened.

In the navigational bar at the top of your NETeller account, there is an option to "Edit Account". This will allow you to change your phone number and password in the NETeller system.

Not all merchants accept transfer twenty four hours a day. Some work regular business hours, some do not. It is solely up to the merchant to accept or decline any funds to or from NETeller. If a transfer you made to a merchant has been pending for very long you you may contact the individual merchant or cancel the transfer from your account.

What is Moneybookers?

Moneybookers is a tool that allows you to safely send and receive money via email - instantly. You can send money from your credit card and transfer money to and from your bank account.

How do I fund my account with Moneybookers?

First open an account at www.moneybookers.com and then fund your account by one of the following options:

Wire Transfer - You will be provided with a transaction ID and bank details. You then have to instruct your bank to process the transaction. The funds should be in your Moneybookers account within 2 to 4 days. As soon as the funds are credited to your Moneybookers account, you can go ahead and send payments to anyone with an email address. There are no fees when using this option.

Credit Card - Register your card and then send via fax or email to Moneybookers an Identification document with picture (such as ID card, passport or driver's license), the front and back of the credit card and a recent credit card statement signed by the credit card owner.

The verification procedure should be completed within 48 hours after having sent these documents. Next time you upload funds to your account the credit card option will be available to fund your account instantly. There is a 3% service charge when using this option.

Sending money via Moneybookers costs 1% (up to € 0.50) per Transfer.

Customer support: service@moneybookers.com
Mailing address:
112 Lee Valley Technopark
Ashley Road
London N17 9LN
United Kingdom

Customer Call Centre:
UK and International: 0870 881 2808 (English)
Germany: 0190 210 217 (German / € 0.62 per minute)
UK: 0709-2042001
USA: 509-271-5556
Germany: 030-6908-8436
Netherlands: 020-524-8418
France: 01-5301-0809
International: +1-509-271-5556 or +44-709-2042001

What is EcoCard?

EcoCard is an alternative purchasing method which is used widely throughout Europe.

How do I open an account?

Funding of your EcoCard account can be done with cash, Internet banking payment, or bank wire.

How do I fund the account?

To open an account with EcoCard visit their website at www.ecocard.com and click on the "Registration" button. You can deposit money by clicking on "Money Deposits".

What is PaySafeCard?

PaysafeCard is Europe's first prepaid-card for online shopping. PaysafeCard is principally for German and Austrian players and allows you to make deposits into your Kiwi Casino account at anytime. Paysafecard is available in Austria & Germany.

How do I use it?

PaysafeCards can be purchased at local petrol stations, newspaper stands, post offices, electronic shops, book stores, banks and more throughout Germany and Austria. To find the nearest paysafecard vendor click on www.paysafecard.com/de (Germany) or www.paysafecard.com/at (Austria). The card can be bought in Euros but can also be converted into U. S. Dollars at the Kiwi Casino cashier.

Is it safe?

It is safe, easy and anonymous. The PaysafeCard features a 16 digit scratch-off number that you can enter into Kiwi Casino cashier to buy chips. No bank accounts or financial data needed. PaysafeCard is an official means of payment, issued by Commerzbank AG and BAWAG.

How much can I transfer?

Limits:

• Minimum amount - €100
• Maximum amount - None (€1000 for the initial deposit only)

Important:
Please make sure all Wire Transfers are in Euro only.

How long will it take?

It may take up to 5 days for our bank to receive the funds. Immediately upon confirmation of our bank we will update you account balance and will send you an email confirmation that your account has been updated with the deposited funds.

How much does it cost?

There is no charge for deposits made by Wire Transfer.

What is a Banker's Draft?

A Banker's Draft is a check issued by your bank on your behalf. This means it is guaranteed by them, making it as good as cash.

How do I fund my account using a Banker's Draft or personal check?

You can easily deposit money into your Casino account by using a Bank Draft or a Personal Check. To send a Bank Draft or a Personal Check please contact your local bank and ask to issue a Bank Draft or sign one of your Personal Checks, making sure you have read and understood the below sections.

Please make sure to enclose your account and personal information, and write your player Code KCR0000000 on the back of the check. When you are done, please mail the Bank Draft or Check to the following address:

PAYNET SOLUTIONS LIMITED
P.O.BOX 27142
1642 - NICOSIA
CYPRUS

Limits:
Minimum Amount - €50
Maximum Amount - €5000 per one month period.

How long does it take?

We will have to wait for the mail to arrive to our offices. This period varies depending upon your location and the shipment method. Once we receive the mail, a Bank Draft takes 10 banking days to clear, while a Personal Check normally takes up to 21 banking days to clear.

We will update your account as soon as it clears.

What does it cost?

There is no charge. Please make sure that all bankers drafts or personal checks are in Euro only.

Kiwi Casino currently offers over 80 different games. We have ten of the most popular table games (Baccarat, Blackjack, Caribbean Poker, Casino War, Craps, Keno, Pai Gow Poker, Red Dog, Roulette and Sic Bo) and slot machine games (Video Poker machines, 4-Line Video Poker machines, 3-Reel and 5-Reel Slot Machines both with and without Progressive Jackpots and Bonus Games) and a large assortment of arcade games. We are working on new games on a day-to-day basis. You will be automatically notified when new games become available.

Kiwi Casino is fully licensed in Antigua and regulated by CEZA and First Cagayan. The payout percentage, which is the percentage of the total wins out of total bets, is being audited on a monthly basis by one of the leading international accounting and auditing firms.

Kiwi Casino is using a very sophisticated Random Number Generator (RNG) to create a randomized outcome for each game. The odds for both real money and fun modes games are created with this random number generator. In all card-based games, like Blackjack and Baccarat, the deck/s of cards are shuffled prior to each hand being dealt.

Chatting is very simple. All you have to do is click on the 'Chat' button in Multi-player and Private-group tables and type in whatever is on your mind. To send the text, simply click on the 'Chat' button again.

The Kiwi Casino has a very unique COMP (Complimentary points) program, which enables each member of the casino to accumulate COMP points automatically while playing. All you have to do is wager at the Kiwi Casino. For each 25 cents wagered at the Kiwi Casino every player gets 1 COMP point for absolutely free. These COMP points can be converted to real money that can be cashed out or played with. And that's not all, the more COMP points you accumulate - the faster your VIP level increases, which enables you to enjoy fantastic bonuses and participate in our special casino events.

When you chose a multiplayer table you automatically join a table with other players. The system automatically assigns you to a table where there is an empty seat.

Private group table is a table where you can play along with your friends without being interrupted by other players. In order to join a Private group table you have to type in the name of the table you wish to join to. If this table has already been created by your friends, you will join this table, if not - then a table will be created for you so that you can tell your friends to join in with you.

Within the casino software there is a time out bar that pops (bottom center) up letting you know that you have 15 seconds left to place your bet (this happens after a 30 seconds peroid). This is to insure that the others playing would not be left waiting indefinitely for you to place you bet.

Note this feature is present in Multiplayer and Private Group for the following games: Black Jack, Roulette & Baccarat.

Because Internet connections malfunction due to several reasons not in our control, we have developed a sophisticated integrated abnormal disconnection handling mechanism, which will always protect the player interest in such an event.

If for some reason, you get disconnected from the Internet while you are in a middle of a game, don't panic. If you are unable to reconnect to the Kiwi Casino, you will be logged out after a certain period of inactivity. You can later connect to the Kiwi Casino and log in as usual.

If you manage to reconnect before you are logged out, the type of game you were playing determines what you will see upon reconnection.

In Blackjack, Craps and Video Poker, upon reconnecting to the Kiwi Casino, you will automatically be returned to the exact state were the game was interrupted, so you can continue exactly from the same point you left off, and decide what do you want to do, just in like any game round.

In games like Slots and Roulette, where the player does not take decisions in the game after the round had been started, you can just log-in to the casino again and see how the game had finished by clicking on the 'Game history' button.

In games like Blackjack, Roulette, Craps and Baccarat just press with your right mouse button on the chips you wish to remove. In Roulette you can also click on the 'Clear Bet' button to remove your entire bets from the table.

In Slots and Video poker, just press the 'Cash out' button to remove your coins from the machine back to your balance. If other coins remain in the machine, don't worry, they will automatically return to your balance once you exit the game.

Our downloadable casino software comes with built in context sensitive 'Help'. Just click on the help button in the casino lobby for a complete set of instructions and explanations on all Casino games, or click the help button while playing to display help on the specific game you are playing.

In order to play for real money you must be at least 18 years of age. Fun mode players have no age limitations.

You can just step into the 'Game History' section and view the previous rounds and their results. If you have any further questions, feel free to contact our customer support staff at support@kiwicasino.com. You can call or e-mail us any time, 24 hours a day, 7 days a week.

In Order to play at the Kiwi Casino you must first download our free software from www.kiwicasino.com/download.html.

The reason why we have a download version casino is because downloading the software to your PC makes the games much quicker and more stable than playing them in your own browser, as all the casino graphics and multimedia effects are already installed on your computer, and only small packets of information are transferred between your computer and our servers. This makes Kiwi Casino faster and the gaming experience more fun.

The average download time is 12-15 minutes using a standard 33Kbs modem. In cable and ADSL connections download takes no more than 2 minutes. You have to remember that the download is only necessary for the first time you play at the casino, after that - the program is available from your computer's 'Start' menu and/or your computer's desktop.

SetupCasino.exe

Absolutly Not. You only need to download and install the casino once. The downloaded file is a small file of about 5Mb, containing 6 games: Blackjack, Roulette, Craps, Video Poker, Slots and Baccarat. After installing the file, the casino is accessible from your computer's 'Start' menu, no additional download is necessary in order to play.

Double-click the icon of the downloaded program, SetupCasino.exe. The installation wizard will guide you through the entire installation process.

Windows 2000, Windows 98, Windows NT, Windows XP or Windows 95
P90
24MB RAM
16bit colors
50MB free hard disk space

For optimal results, set your monitor to high color (16 bit) and 800x600 resolution.

We are sorry but Macintosh platform is currently not supported.

AOL users can use the Kiwi Casino software with AOL version 3.0 or later.

It is possible that you are trying to enter the DEMO mode casino with a Realmoney mode username and password or enter a Realmoney mode game with a DEMO username and password. If you can't log into the casino, please mail your registered name, address, phone number and e-mail to support@kiwicasino.com and request your username and password.

If the Kiwi Casino icon is not on your desktop nor 'Start' menu and you can't remember where you saved it, please follow these steps:

1. Click on the START menu at the bottom left corner of your screen
2. Choose 'Find' then 'Files or Folders'
3. Into the box that says 'Named:', type 'casino.exe' and click 'Find now'
4. The computer will now search for the file
5. Search results will be displayed at the bottom of the window. If the computer finds a file named 'casino.exe' in a directory called 'Kiwi Casino' then you can double-click on it to immediately run the program or right-click on it and choose 'Create shortcut' to create a shortcut for it on your desktop
6. If the computer has finished the search and there is no file name in the window, then the file was not found. In case your computer has several hard drives, search the other drives as well. If you cannot find the file, you will have to repeat the download and installation process