FAQ's

TOPICS:

1. INSTALLATION
2. LOG IN
3. REGISTRATION
4. BANKING
5. ADDING MORE GAMES
6. SECURITY
7. SUPPORT
8. LEGALITIES
9. GAME PLAY
10. HOW TO PLAY

1. INSTALLATION

The Sun Vegas Internet Casino software uses state of the art graphics and sound to deliver the ultimate gaming experience. The initial download contains 5 games: A further 200+ FREE games can be downloaded from within the software, whilst playing any of the initial 5 games.

1.1 How do I download the free software?
Click on any DOWNLOAD CASINO buttons to start the software download.

1.2 What do I do once the download is complete?
You are now ready to install the casino software file that is saved by default to your desktop. If you saved it somewhere else and cannot find it then simply click on "Start"/ "Find"/ "Find files or folders" and insert SunVegas_dh.exe in the "Named" field then click on "Find now". (Remember to search using the "Local hard drives" option). Once you have found it, double-click to begin the installation.

1.3 Where is the downloaded file?
The default location is to your desktop. If you saved it somewhere else and cannot find it then simply use the Find (files or folders) Windows facility.

1.4 What is the installation file called?
SunVegas.exe

1.5 What are the minimum and recommended system requirements?

1.6 How do I connect to Sun Vegas Casino?
   1. Make sure you are logged on to the internet
   2. Double click on the Sun Vegas Internet Casino icon on your desktop

OR

1. Click the Start button in Windows
2. Select "Programs"
3 .Select "Sun Vegas Casino"
4. Select "Sun Vegas Online Casino"
5. Double click on "Sun Vegas Internet Casino"

2. LOG IN

2.1 How do I log in to the casino?

1. Connect to the Internet
2. Run the casino software
3. On the main casino screen, click on the "connect" button.
4. When a dialog box appears, enter your account number and password (or register for an account as appropriate).

2.3. I forgot my password, what should I do?
If you have forgotten your password or account number, contact a customer service representative for assistance. Remember to have your registration details handy. In order to comply with eCogra's strict policies on account details, we are only able to provide players account details after positively identifying a player over the phone.

2.4. What if I try logging in and it does not connect?
This is due to a bad or slow connection with your Internet Service Provider. Disconnect and reconnect to the Internet and try again.

3. REGISTRATION

3.1 How do I register at the Casino?

1. Connect to the Internet and run the casino software, first making sure that all your other applications are closed.
2. When the casino's main screen becomes visible, click on the "Connect" button, then on the "Register" button.
3. You now need to register as a Guest or Real player. Following the prompts, enter your e-mail address and contact details. You will be required to enter a password of your choice. Note that your password is case sensitive.
4. Once registration is complete, you will be given a player account number. Keep your account number and password in a safe place. You will use them to access the Casino each time you wish to play.
5. You will be asked if you want the software to remember your password. Select "Yes" if you are the only person to have access to the software.
   

3.2 What is the minimum amount of gaming credits I need to purchase?
In order to start playing online, you will need to purchase $20 worth of gaming credits.

3.3 I want to play for free but I am asked for a credit card - why?
You have opened a Real account - contact a customer service representative for information on how to open a guest account. Guests are allocated Guest accounts that do not require real money.

3.4 Do I pay to play as a Guest? 
No! Guests are allocated Guest accounts that allow them to play for FREE!

3.5 For how long will my Guest account be active?
Guest accounts never expire. You are welcome to remain a Guest and play as often as you like.

3.6 Can I purchase more casino chips in Guest mode?
Yes. Simply click on the "Purchase" button and type in the amount of credits you wish to purchase. In Guest mode, you may purchase as many credits as you like.

4. BANKING

4.1 Are my transactions secure?
Yes. Sun Vegas Internet 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. All Credit Card transactions at the Sun Vegas Internet Casino are facilitated by PROC-CYBER-SERVICES, the Internet's premier electronic cash merchants. Their Services offer safe and secure e-cash, which the Sun Vegas Internet Casino is proud to be able to accept as a means of purchasing tokens. The banking facility is only available to Real Players i.e. players who wager with real money as opposed to Guest Players, who play for fun.

4.2 How do I purchase credits?
There are several ways to purchase casino credits at Sun Vegas Internet Casino. Click here to learn more.

4.3 How do I cash-in my winnings?
Please note that it is not necessary for you to cash in your winnings at the end of each session: your account can be left 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 the Sun Vegas Internet Casino. All cash-ins are made through our Casino software. Simply go to the banking page, then onto the cash-in button on the main screen on the Sun Vegas Internet Casino software and enter the amount that you wish to withdraw in the box that appears. This will record your cash-in with us and it will appear on our systems immediately. Please note Players with large first time cash-ins may need to comply with certain security requirements, see the paragraph on Fraud for further information. You have numerous options to cash-in a winning balance from your casino account. Click here for more.

4.3.1 Reversal of a Cash-In Request
If you request a cash-in and change your mind and wish to continue playing with those credits, you may request a reversal of the cash-in within 24 hours. Please simply go back to the cash-in software and follow the "cash-in reversal" instructions

4.4 What fraud prevention measures are in place?
Sun Vegas Internet Casino 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. Sun Vegas Internet Casino employs a variety of appropriate security and fraud controls, to oversee every transaction. Customers are required to supply proof of identity, copies of their credit cards, a signed purchase history of their transactions and /or other appropriate documentation particularly when attempting to cash-in credits. This ensures that e-cash deposits and redemptions are not fraudulently transacted. Click here to view our disclaimer.

4.5 How can I view my account?
Similarly, you can use CashCheck to see just how your account with Sun Vegas Internet Casino stands. All deposits and cash-ins can be viewed through this feature.

To use CashCheck, please click on the link below:

5. ADDING MORE GAMES

5.1 How do I download more games?
5 Games are included in your initial download. To download up to 200 more free games use any one of the following methods:

To download a specific game click on the button of the game you wish to install. The game will start in the same way as the regular games that you have already installed, except that it will take slightly longer to load. During this minor delay, the Casino is downloading the game files necessary to run the game that you have chosen. You will also notice the download progress indicator that appears over the game button. This progress indicator allows you to monitor the download status of the game.
Please note that the download time is dependent on the speed of your Internet connection.

The Casino will also download new games and upgrades during normal play. These downloads are however small and are only carried out during periods that the link between your computer and the Casino's servers is inactive, such as the time between reel spins in a slot machine. As your game play takes priority you should not even notice that these downloads are in progress.

To begin multiple downloads, click on the button of the game that you require and then click "Cancel". The game's progress can be monitored via the progress bar that appears over the game button. Clicking on the next game button will start another download. You will notice that the game button in question, as well as the previous game button, both have progress indicators. The game specified by the last button clicked will receive preference and download first.

5.2 Why does it take so long to download new games?
The number of games you have selected, your Internet connection, and conditions of your Internet Service Provider's (ISP) network all affect your download time.

5.3 What if I get an error while downloading further games?
If you encounter any errors while downloading further games, call a customer service representative toll-free. We're on call 24-hours a day, 7 days a week.

6. SECURITY & PRIVACY

6.1 Is my credit card number safe in your hands?
Yes, your personal Real Account number and password must be supplied prior to any credit card transaction. Particular details are also requested in order to purchase credits at the casinos. Sun Vegas Internet Casino guarantees secure data transfer during any transaction and undertakes never to disclose any credit card information or other information to any other company.

6.2. How safe is it to give my credit card details over the Internet?
Sun Vegas Internet Casino uses state-of-the-art encryption technologies which ensure that your personal and card information is protected at all times.

6.3. Are my account number and password safe?
Yes. The casino software uses 128-Bit encryption when data is transferred over the Internet. Each player is issued with a unique account number and players choose their own password, which they alone can access.

6.4. Can I register a credit card at the casino that is not in my name?
Sun Vegas Internet Casino does not allow players to register credit cards of which they are not signatories. These measures are taken to protect you, the player, and your credit cards and account. If another person would like to play in our casino via your PC, we recommend they open their own Real Account. 

7. SUPPORT

7.1 What do I do if I need technical assistance?
This casino provides free, 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 operators are standing by.

7.2 Who do I contact for queries?

E-mail us or call us toll-free:

8. LEGALITIES 

8.1 What is the minimum age required to play at Sun Vegas Casino?
Casino play is available only to persons older than 18 years of age, or the legal age of majority in their jurisdiction, whichever is the greater. Minors may not under any circumstances play at this casino.

8.2 Is Sun Vegas Casino legal?
Yes, Sun Vegas Internet Casino operates under the licensing jurisdiction of Lotteries and gaming authorities of Malta.

8.3 Is the information secure?
One of Sun Vegas Internet Casino's highest priorities is security. To be able to provide the highest privacy available we use Microsoft's SSL4 protocol with 128 Bit encryption. With the combination of Firewall technology, the system allows the highest security and integrity for all the information that passes to and from our server.

These precautions prevent access through third party. Apart from regular reports, which are sent to our customers via email, we strongly recommend all our players to make the full use of our online Statements and Playcheck reports. This will help you to keep track at your end.

9. GAME PLAY

9.1 What are my chances of winning?
All our games are run by "Microgaming's Random Numbers Generator" which is independent from any other part of the system. The Casino is checked on an ongoing basis by an independent auditor.

We would like to mention that all card games are held with 1 pack of cards shuffled, with every new game.

9.2 What happens if I lose my connection to the gaming server?
If the gaming server resolves the bet during the loss of your Internet connection, it will refresh your credit balance with the outcome of the bet. If it does not resolve the bet during loss of the Internet connection, it will present you with the unfinished bet the next time you select the game that was being played when the loss occurred.

9.3 Why do the slot wheels just keep spinning and don't stop?
This is caused by Internet traffic. The signal from the server is not being relayed to your software, so the slot wheels just keep spinning because they have not received the signal telling them when and where to stop. If you close the program, you will be refreshed to the last known position.

9.4 Why does the Roulette ball just keep spinning and doesn't stop?
This is caused by Internet traffic. The signal from the server is not being relayed to your software, so the roulette ball just keeps spinning because they have not received the signal telling them when and where to stop. If you close the program, you will be refreshed to the last known position.

9.5 Why do the cards not flip over during a hand?
This is caused by a bad or slow Internet connection. The gaming server will hold the wager until it can resolve the bet.

9.6 How can I view exactly what cards have been dealt?
Playcheck is the result of revolutionary new technology developed to allow players to view their complete betting history online at Sun Vegas Casino. For the first time, players can see exactly what cards were dealt, where the ball landed and how the reels lined up. PlayCheck allows you to review your last 72 hours of play - wager by wager. This allows our players to check on the accuracy of the software. PlayCheck is updated every 45 minutes.

To use Playcheck, please click on the link below:

(PlayCheck can also be accessed via the Online Statements page on our website)

10. HOW TO PLAY

10.1 How Do I Open an account?
Opening an account at the Sun Vegas Casino is as simple as these 5 easy steps:

1. Click on any FREE DOWNLOAD button to save our free software to your computer. 5 games will be included in the initial download. A further additional 200 free games are also available.
2. Once the download is complete, install the software on your PC.
3. Make sure you're connected to the Internet.
4. Run the software and click on CONNECT. You will then be prompted to register online. You can register to play for FREE or with REAL MONEY.
5. To register you will have to enter your e-mail address, contact details and a password.
   
   Once registration is complete, you will be given a player account number. Make a note of your account number and password and keep them in a safe place, as you will need them to access the casino each time you wish to play.

10.1.1 Guaranteed Security 
Sun Vegas Internet Casino offers its players complete security in their dealings with the casino. All transactions across the Internet are encrypted using state-of-the-art 128-bit encryption technology, and games in progress are saved if the link between player and casino is interrupted for any reason.

10.1.2 Fairest odds and loosest slots!

10.3 Downloading further games is easy!
5 games are included in your initial download. To download up to 200 more free games use any one of the following methods:

• To download a specific game click on the button of the game you wish to install. The game will start in the same way as the regular games that you have already installed, except that it will take slightly longer to load. During this minor delay, the Casino is downloading the game files necessary to run the game that you have chosen. You will also notice the download progress indicator that appears over the game button. This progress indicator allows you to monitor the download status of the game. Please note that the download time is dependent on the speed of your Internet connection.
• The Casino will also download new games and upgrades during normal play. These downloads are however small and are only carried out during periods that the link between your computer and the Casino's servers is inactive, such as the time between reel spins in a slot machine. As your game play takes priority you should not even notice that these downloads are in progress.
• To begin multiple downloads, click on the button of the game that you require and then click "Cancel". The game's progress can be monitored via the progress bar that appears over the game button. Clicking on the next game button will start another download. You will notice that the game button in question, as well as the previous game button, both have progress indicators. The game specified by the last button clicked will receive preference and download first.

10.4 Exciting competitions and prizes!
Exciting competitions and prizes for the Dealer's challengers. Sun Vegas Internet Casino members enjoy FREE participation in all the competitions run by the casino. The Dealer will be in contact via e-mail to inform players of upcoming competitions and promotions.