Customer service

Need help getting around The Golden Castle Casino? Our Customer Service page will help you get the answers you need right away. Checking out our Frequently Asked Questions is the fastest way to answer a question/concern you may have. But should you need the help of our Customer Support, you may contact them through the details below:

Frequently Asked Questions

Technical Help
Q: How do I add The Golden Castle Casino as a safe site in Internet Explorer?
A: Click 'Tools' and then 'Internet Options'. Select the 'Privacy' tab and then click 'Sites'. In the 'Address of website', enter and then click 'Allow'. Then click 'OK' and 'OK' again.
Q: How do I take a screenshot in Windows?
A: To take a screenshot with your Windows (PC) computer, begin by having the window you wish to take a picture of visible on your screen. When you have the window in front of you, press the Print Screen button on your keyboard. It is often shortened to 'PrtScn'.

You can now paste this as an attachment in an email to us.
Q: How to take a screenshot in Mac OS?
A: To take a screenshot with your Mac OS computer, begin by having the window you wish to take a picture of visible on your screen. When you have the window in front of you, press 'Cmd-Shift-3'. A picture of your screen will then be saved on your desktop in PNG format. To take a screen image of a specific area press 'Cmd-Shift-4'.
You will now get a marker on your screen, Move it to the outer top area where you want to start the image. Press and hold the left mouse button and move the marker until you have marked/selected the intended area. Release the left mouse button. Your screen capture is automatically saved on your desktop.

You can now send this as an attachment in an email to us.
Q: How do I disable popup blocker?
A: 1. Internet Explorer 7.0 or later
To disable pop-up blocker in Internet Explorer 7, click the 'Tools' menu located in the far right corner of your browser. A dropdown menu will appear where you will find 'Pop-up Blocker'. Once you have selected this menu item, a sub menu will appear. In this submenu, select 'Turn Off Pop-up blocker'.

2. Mozilla Firefox
In the top menu of your browser window, click 'Tools' followed by 'Options'. In the options window, click 'Content'. From the content page, untick 'Block pop-up windows' and click 'OK'.

3. Google Chrome
Click the wrench icon in the upper right corner and, in the drop-down menu, select 'Options'. Then go to the tab called 'Under the Hood' and click the button'Content settings'. Go to the 'Pop-ups' tab and select 'Allow any site to show pop-ups'.

4. Safari
Go to the Safari menu and select 'Preferences'. In the preferences window, go to the 'Security' tab. Then untick the 'Block pop-up windows' box.
Account Verification
Q: Do you request verification documents?
A: Yes, we follow regulatory requirements and will in time request that you send documents to verify the information on your account. Make sure your personal details are up to date; this will make the process quicker. It also helps us create a safe environment for all players and prevent any kind of theft and fraud. There are also advantages to having your account validated, for example, you'll experience faster withdrawals.
Q: When and how do you request account verification documents?
A: While we may request documentation at any time, we may also request verification once your account activity reaches a certain level. When required we will contact you over email.
Q: What type of documentation do you ask for?
A: It’s fairly simple, we usually request:
1. A valid ID/ Passport/ Driver's Licence
2. A recent (dated and sent within the last three months) utility bill (telephone bill, electricity bill, etc.) with your current address
3. A copy of both sides of the credit card used (when relevant)
Q: What else do I need to know?
A: If you have any question about our verification process or want to send your documents before we request them, feel free to contact our support team! They will inform you about tips and tricks to get your account validated as fast as possible!
Live Casino
Q: What happens when my game is disconnected in the middle of a casino round?
A: If a slot game gets disconnected or stuck while spinning, the round will be completed even though you have been discounted/are not in the game. Any winnings will automatically be added to your player account. If free spins are won, you will be able to continue the round and the free spins will still be available!
Q: Is the Casino guaranteed to be fair?
A: At The Golden Castle Casino we believe in Fair Play, and our customers' satisfaction with their gaming experience. While the unpredictable nature of gaming is the very reason players are drawn to it, it also means that on some occasions guests experience very good fortune and on other occasions they don’t. Our business partners and suppliers are of the highest calibre and we only work with people who share our passion for fair gaming. All our casino game results are generated by a computerized Random Number Generator (RNG).
Q: Do you offer any bonuses?
A: We offer different types of bonuses, such as Deposit Bonuses, which include First Deposit Bonuses and Locked Bonuses. For more information about the bonuses we offer please click here.
Q: What are bonus wagering requirements?
A: Each type of bonus comes with its own individual wagering requirement. The original bonus amount needs to be turned over (wagered) a set amount of times (usually 40) before that bonus is turned into real cash. You can find the specific wagering requirements for each bonus on the bonus page.

If at any time you wish to withdraw your cash (according to terms and conditions) you may choose to forfeit your bonus without reaching any wagering requirements and proceed with a cash withdrawal.
Q: How long are my purchased bonuses valid for?
A: Deposit Bonuses and Free Rounds purchased from the The Golden Castle Casino shop will expire after 30 days. Spin Credits purchased from the The Golden Castle Casino shop must be used within 48 hours and any winnings from Spin Credits will expire after 30 days.
Q: Do you offer The Golden Castle Casino on mobile devices?
A: Yes we do! We will automatically redirect you to our mobile site if you try to access The Golden Castle Casino on your mobile device.
Q: Do I need to create a new account from my mobile device?
A: No, you can login with your usual website account information.
Q: Do you offer deposit bonuses on mobile games?
A: Yes, we offer the same deposit bonuses that are offered on the regular website. You can read more about bonuses on the mobile site or on
My Account
Q: I have forgotten my password, how do I retrieve it?
A: Click on 'Forgot Password' from the LOGIN link (assuming you have not logged in) then enter your e-mail address and a new password will be sent to your registered e-mail address.
Q: I have forgotten my login details, how do I retrieve them?
A: If you forgot the registered email, please contact support so they can verify all the information and give you the correct logins.
Q: How do I change my password or update my user information?
A: Easy peasy! Simply go to 'My Account' and click on 'Settings', you can find everything there.
Operating Hours
Q: When am I able to contact customer support?
A: You can contact us via email, The Golden Castle Casino live chat live chat is also open daily between 9:00am - 6:00pm. If you have any queries outside these time frames, please feel free to send us an email and we will get back to you within 24hours.
Q: How do I deposit?
A: In order to make a deposit to The Golden Castle Casino you first need to register your own account. If you don’t have an account with The Golden Castle Casino yet, you can register by clicking on the signup button on the home page. After you have registered your account, log in and click the 'Make a deposit' button, which you can find under 'Your balance' in the top right hand corner on each page. When you have chosen the method that suits you best you enter the relevant account information and the funds will be credited to your account according to the time stated in the information. Most of our deposit methods are instant!
Q: Are there any fees for depositing?
A: We apply a card fee of 2.25%. Other payment options are free of charge. You can find more information on the deposit page.
Q: Which deposit options do you accept?
A: The Golden Castle Casino supports many payment options; everything from debit and credit cards to instant banking, e-wallets, prepaid cards and mobile payments.
Q: Why did my deposit fail?
A: There are many possible reasons for a declined deposit. Among the most common reasons are insufficient funds and incorrectly entered details. Please check your details or contact our support team for deposit assistance.
Q: What is a CVV2 code?
A: CVV2 code stands for Card Verification Value code and is a security feature for credit or debit card transactions, providing increased protection against credit card fraud. You will be required to enter this code as a security measure at every transaction.
Q: How do I withdraw money from The Golden Castle Casino?
A: You request a withdrawal under 'My account', where you select 'Withdrawal' and then the method you wish to use. Please note that your deposit and withdrawal option must be the same. The Golden Castle Casino does impose a [$5] fee for withdrawals of less than [$50]. Withdrawals of [$50] or more are free of charge. In addition, your financial institution may charge a fee for the transaction.
Q: How long does it take for me to get my money?
A: It depends on the payment solution. A card withdrawal typically takes between two and five working days. A bank payment is either instant or will take up to three working days whilst e-wallet withdrawals are instant. A pay-out to an e-wallet is instant once processed.
Q: Why isn’t my valid card available for withdrawal?
A: If your card is not displayed in the withdrawal list, it is likely because your card is about to expire. In order to avoid any hassles with your withdrawal, we would like to encourage you to use a new card.