FREQUENTLY ASKED QUESTIONS - ANSWERS

Part I - Getting started and opening an account

1.1 What do I need to play at this casino?

All you need is an account (click here to open one) and a computer with internet access and a web browser (if you are seeing this page, then you have all that!)

Online Casino will work on almost every system including Mac, AOL, WebTV and older PCs/browsers. We have designed the system with 3 different suites to choose from so that everyone can play regardless of what system they use. For more information on the different suites and to select which suite will work best on your system, see the Which Suite is Best? section.
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1.2 How do I register and open an account?
Go to our home page and proceed as follows:
1. Click 'Play Now'
2. On the next screen, select your suite (see the Which Suite is Best? section for more information), and enter your email address, and click 'Continue'
3. If you chose the Download Deluxe Suite, you will be taken to the Starluck Download page, and the program will take 10 to 20 minutes to download* onto your computer and start itself.
  1. When it starts and opens to the welcome page, click 'Login' at the top of the page.
  2. A login popup window will appear. Click 'New Player Signup'
  3. Enter your email address, desired AccountName and desired password and read our Terms & Conditions.
  4. Then click 'Submit' and you will be taken to the GameRoom.
  5. Select 'Play For Free' or 'Play For Real'
  *If you have trouble installing or starting the program, please see the Download Deluxe User Guide or Contact Us.
4. If you chose the Web Deluxe Suite or the Basic Suite, you will be taken to the Starluck Account opening page, where you will be asked to select and enter your desired AccountName, desired password and to confirm your agreement to our Terms & Conditions.
5. Then click 'Continue' and you be taken to the Game Room where you select 'Play For Free' or 'Play For Real'.
6. Please keep these tips in mind when entering your email address and selecting your desired AccountName and password:
  1. Email Address
    Enter a valid email address to where you want to receive receipts and other important information regarding your account.
  2. Choosing a AccountName
    · Must be unique and not already taken by another Player
    · Must start with a letter
    · Must contain only numbers and letters (no # ! - or other special characters)
    · Must be 3 to 15 characters in length
  3. Choosing a Password
    · Any combination of numbers and letters
    · May start with number or letter
    · Must contain only numbers and letters (no # ! - or other special characters)
    · Must be 3 to 15 characters in length
7. Attention! Be sure to keep your AccountName and password safe and secret. Do not share your account information with anyone and never let anyone else play through your account.
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1.3 Is it free to open and maintain an account?
Yes, it is free to open and maintain an account at Online Casino. There is no set up cost or monthly charges, and you may play the Play For Free games as long as you want.

If and when you want to Play For Real (playing with and winning real money), then you will need to add real (bona fide) money to your account through the Cashier and some transaction costs may apply, depending on how you want to send and receive money with us. For more information on Cashier costs and fees, see the Payment Options.
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1.4 Can I use the same account to Play For Free and Play For Real?
Yes. Once you set up your account, you will be able to access both the Play For Free and Play For Real games with the same account. For more information on Play For Free versus Play For Real, click here.
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1.5 What do I do if I forget my AccountName / password?
If you have forgotten or misplaced your account information, simply contact our Customer Care Department and a Customer Care Representative will assist you. For security purposes, we may ask you to provide your email address, telephone number, address and/or date of birth.
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1.6 How do I report my account lost or stolen?
If your AccountName or password are lost or stolen it is very important that you contact our Customer Care Department immediately to change your password. You are responsible for all activity in your account so if you think that your account may be at risk for misuse, be sure to contact us immediately.
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1.7 How do I change my AccountName or password?
For security reasons, it is not possible for you to modify your AccountName; however, your password may be changed. To change your password, simply contact our Customer Care Department and tell us your AccountName, your current password and the password you want to change to. Upon receipt of your request, we will call you (at your phone number on record) to verify the change order and confirm your new password with you.
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1.8 How do I update my personal information?
To update your personal information, please contact our Customer Care Department with your current information and the information you want changed. Upon receipt of your request, we will call you (at your phone number on record) to verify the change order and confirm your new information with you.
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1.9 Can I have more than one account?
No. For security reasons you are only permitted to have one (1) account. If you have more than one account, please Contact Us immediately to have the accounts merged. Failure to do so may result in account closure and forfeiture of your account balances.
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1.10 How do I close my account?
You may close your account at any time by simply contacting our Customer Care Department with a request for us to close your account. Please be sure to withdraw any remaining funds in your account before requesting us to close your account, or else amounts left in your account will be deemed abandoned and forfeited.
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1.11 How often must I login to keep my account open?
There is no requirement for you to play or to add funds to keep your account open, however you must login at least once every 180 days or else your account will be deemed abandoned and closed, and any account balance remaining will be forfeited.

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Part II - Play for free versus play for real modes

2.1 What is the difference between Play For Free and Play For Real modes?
Play For Free does not require you to fund your account with real (bona fide) money. All you need to do is Open an Account and login into Play For Free mode and you will get $1000 in play (pretend) money to play with. Play money has no value in and of itself and is not transferable or redeemable for any real (bona fide) currency or value.

Play For Real requires that you be at least 21 years of age and that you fund your account with real (bona fide) money through the Cashier. All bets made in the Play For Real mode will result in real money losses and winnings being debited and credited to your real money account balance, and you may withdraw your real money account balance at any time.
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2.2 Can I switch between Play For Free and Play For Real modes with the same account?
Yes. Once you set up your account, you will be able to access both the Play For Free and Play For Real games with the same account. Each time you login, you will be prompted to choose which mode you want to play, Play For Free or Play For Real.

To switch from Play For Free to Play For Real, simply hit the "Play For Real" button while you are in the Play For Free mode. You will need to fund your account with real (bona fide) money to Play For Real. You may add funds through the Cashier.

To switch from Play For Real to Play For Free, you must log out and then log back into the mode you want to play.
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2.3 Is the Play For Free and the Play For Real software the same?
Yes, both modes use the same software, design, rules and functionality, and the same random number generator ("RNG") to produce a given card, roll, number, etc., so what you experience for free is what you get for real!

Please note however that not all games are available in the Play For Free mode and not all games are available in all suites. For a comprehensive guide to which games are available in which suite and in what mode, please see the Game Instructions & Rules chart which shows a list of all the games and which suite each appears in.
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2.4 How long can I Play For Free?
You may play the Play For Free games as long as you want. If and when you run out of play money, an additional $1000 in play money will be automatically added to your play money account balance.

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Part III - The games and the right suite for you

3.1 What are the 3 different suites and which will work best for me and my system?
Online Casino provides you with 3 different software suites:
1. Download Deluxe Suite
2. Web Deluxe Suite
3. Basic Suite.
To find out which suite will work best on your system, please see the Which Suite is Best? section.

The Download Deluxe Suite is a program that you download to your computer and that sits on your computer's desktop. Opening your account, playing and interacting with the Cashier takes place all within the software, with no need to go to the Online Casino website (except for the initial downloading of the software). When you want to play, you will launch the program from your desktop by clicking the Starluck Casino Online icon, instead of going to the website to play.

The Download Deluxe Suite is our most advanced game suite, featuring the best looking graphics, realistic sound effects, and super fast speed.

We recommend that you play on the Download Deluxe Suite, except if your system is incapable of downloading and running it, in which case you should use one of our no-download suites (the Web Deluxe Suite or Basic Suite). To find out which suite will work best on your system, please see the Which Suite is Best? section.
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3.2 What games are available in each suite and mode?
Not all the games run on all the suites, and graphics for each game will vary depending on the suite. All games on all suites are single player only. Our progressive jackpots are available in the Web Deluxe Suite and Basic Suite, and will be added to the Download Deluxe later this year.

For a complete list of all the games and which ones run on which suite and in which mode, see the Game Instructions & Rules chart which shows a list of all the games and which suite each appears in.
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3.3 How do I use the Online Casino Web Deluxe and/or Basic Suites?
It is easy to use the Web Deluxe Suite and the Basic Suite. Basically all you need to do is login and start playing! The system will automatically detect which of the two no-download suites is most compatible for your browser.

If you are playing in the Web Deluxe Suite and have difficulties, you may need to try playing in the Basic Suite. You can choose between either no-download suite at any time.

Similarly, if you are in the Basic suite, you should try to upgrade to the Web Deluxe or Download Deluxe suites as the games will be much more fast and fun.
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3.4 How do I download and install the Download Deluxe Suite?
Simply click 'Play Now' (off of the center of the home page, or on any other page in the site if you are not logged in) and select the "Download Deluxe Suite" option, enter your email address and click 'Continue.' The software will automatically start the download and installation process. For more details on this procedure, please see the Download Deluxe User Guide.

Part IV - Cashier

4.1 What is the Cashier and how does it work?
The Cashier handles all of the real (bona fide) financial transactions, including purchases, deposits, transfers, bonuses and withdrawals. If you want to Play For Real you will need to Open an Account and then add funds into your account through the Cashier.

Please note that the same cashier is available through the Download Deluxe Suite and the no-download Web Deluxe and Basic Suites. Therefore, regardless of how you access the cashier, whether through the no-download suites or through the Download Deluxe Suite, you may fund your account instantly and access it via any of our suites.
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4.2 What is "ezEcash?"
We use a third party electronic service provider, ezEcash, to safely and securely process all financial transaction made through the Cashier. ezEcash is a professional electronic service provider and has safely and securely processed millions of dollars since 1997.

ezEcash is Thawte and Verisign certified for 128-bit encryption to ensure the highest level of privacy and confidentiality of your data and to avoid interception or alteration when it is transmitted.
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4.3 What is the minimum and maximum deposit and withdrawl amounts?
1. Deposit/adding funds: The minimum deposit is $25, and the maximum deposit depends on how long you have been playing at Online Casino and the payment method you use. Generally however, the maximum deposit is $1,500 per week for new players; $3,000 per week for VIP Players; $10,000 per week for VIP Gold Players; and $30,000 per week for VIP Platinum Players. To become a VIP Player or increase your player status and credit limit, see Increasing Player Status.
2. Withdrawing Funds: There is no limit to how much you can withdraw from your account, and all withdrawal request are processed as promptly as possible subject to internal fraud review and bonus restriction compliance checks.
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4.4 How do I increase my credit limit or player status?
We have four tiers of player status which govern how much you can add to your account without further verification. The four tiers are as follows: New Players, VIP Players, VIP Gold Players and VIP Platinum Players.

To become a VIP Player, you must open an account and add funds at least once. In the transaction receipt that is emailed to you, there is a Verification Code which you must validate. Upon validation, you will instantly become at VIP Player.

To become a VIP Gold Player, you need to be a VIP Player and apply for VIP Gold Player status by sending us the Preferred Player Application Form. Upon approval, you will become a VIP Gold Player.

To become a VIP Platinum Player, you need to be a VIP Gold Player and have been an account holder for at least ninety (90) days and have wagered more than $25,000.

For credit limits available per tier, please see our Payment Options
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4.5 What is the Verification Code and how do I validate it?
For security reasons, we email you a nine (9) digit Verification Code that you must enter at Online Casino to validate that the email address you gave us is really your proper email address. The code is mailed in each cashier deposit/add funds transaction receipt we send you until you validate it, and you will not be able to withdraw until you validate it.

To validate your Verification Code, you must click on the Verification Code link contained in the email receipt. Click on the link and then enter you account name and the 9 digit code.

Upon validation, you will instantly become a VIP Player and will be extended higher credit and bigger bonuses!
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4.6 Are there any costs or fees for using the Cashier?
Generally, we do not charge for opening and maintaining an account, and does not charge you for adding funds to, or withdrawing funds from, your account.

However, some fees may be applied to you by your credit card company or bank depending on how you want to send us money, or how you want to receive it. For example, if you send money to us by Western Union, then Western Union charges will apply. Or if you request a withdrawal and want us to wire you the money, you will be charged a wire fee by your bank, and by us depending on the amount of transfer.

For more information on the various payment methods and any fees associated with each one, see the Payment Options.
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4.7 What currencies does Online Casino transact in?
Funds are processed, tracked and maintained by Online Casino in United States Dollars only. Please note that if you are using a credit card issued outside the US, are wiring funds from a non US Dollar account or are otherwise depositing money using non US Dollar currency or instrument, all amounts will be converted by your bank using the current rate of exchange.
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4.8 How do I get an account statement of my financial transactions and game results?
To receive a list of all your financial transactions with Online Casino, please contact our Customer Care Department and request an "account statement" of your financial transactions.

To receive a list of games played and outcomes, please send a "game log" request to our Customer Care Department, or if you are using the Download Deluxe Suite, click 'Game Logs' from the Game Room to view your recent activity on a game-by-game basis.
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4.9 What payment methods do you accept for me to add funds to my account?
We accept many different payment methods including credit cards, checks, wires, Neteller, FirePay, electronic checks, Western Union and more. For a complete list of payment methods accepted, please see the Payment Options.
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4.10 How do I add funds to my account?
Login in to the Cashier, and then select 'Add Funds to Account.' On the next page you will need to enter the amount you want to add and select which payment method you want to use to pay us. Each method will vary in procedure, transfer time to us, and fees. For a list of acceptable payment methods, transfer times and fees, see the Payment Options.

Once we receive confirmation of the funds being transferred to us, the amount will be deposited into your account and reflected in your account balance.

We will email you a receipt of each Cashier transaction you make. Please keep this receipt for your records. The receipt will detail the amount charged, how it will appear on your bank statement, your Verification Code, and any bonus amounts that were added to your account balance and for which promotion.

Attention! Be sure to activate the Verification Code contained in your first receipt for faster service and payment processing in the future.
- 4.10.1 Using Credit Cards:
  1. What credit cards are accepted?
    We accept MasterCard and Visa only.
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  2. How do I add funds to my account using credit cards?
    1. Login into the Cashier
    2. Select 'Add Funds'
    3. On the next screen enter the amount you want to add and click 'Credit Card' as your desired payment method
    4. Enter the requested information, and be careful to enter the following information correctly, then click 'Continue':
      - Billing address - This must be the address your credit card statement is mailed to.
      - CVV - This is the 3 digit code on the back of your credit card and is required for security reasons.
    5. The next screen will be indicate whether or not your credit card transaction was accepted or rejected.
    6. If rejected, you will get an error message with the explanation.
    7. If accepted, you will get the ezEcash "Successful Purchase" page that describes how much money you purchased and how it will appear on your credit card statement (this information will also be emailed to you). If everything looks fine, click 'Continue.'
    8. On the next screen you will see your ezEcash balance and your casino account balance and will need to enter the following information and click 'Complete Transfer':
      - the amount you want to transfer to your casino account which is generally the total amount
      - any special promotion "bonus code" you have in order to redeem promotions
      - please note that bonuses for using Neteller or other non credit card payment methods will be automatically posted to your account once you click 'Complete Transfer.'
    9. The next screen will be the Game Room and you will automatically be in the Play For Real mode.
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  3. Why does my credit card keep getting declined?
    
    There are several reasons why you may be getting declined including but not limited to:
    - You are over your credit card credit limit;
    - Your billing address does not match the address to where your credit card statement is mailed
    - You did not enter the right CVV number (the 3 digit code on the back of your credit card
    - You credit card company does not authorize you to make internet gambling transactions, in which case we suggest that you try another credit card or use one of the other payment methods.
    - You are over Online Casino's credit limit per player in which case you will receive a specific error message asking you to contact our Customer Care Department to increase your casino limit.
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- 4.10.2 Using online checks
  1. What are online checks, are they safe and how do they work?
    Online Checks is a safe and secure way to send us a check without having to deposit it in snail mail. Millions of people are now using their checking account to electronically pay their bills online through a secure 128 bit encrypted interface that verifies your information with the banking network through a certified check clearing house.
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  2. Why should I use online checks?
    Online Checks makes it easy to send us money straight from your checking account without credit card hassles or fees. Also, Online Checks verifies your account instantly online through your Social Security number in a 128 bit encrypted manner through the banking network.
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  3. How do I add funds to my Online Casino account using online checks?
    1. Login to the Cashier, and click 'Add Funds.'
    2. On the next screen, enter the amount you wish to deposit, select the logo, and click 'Submit.'
    3. Fill in the check form with your information - exactly as it appears on your check, click 'Continue'.
      
      *Please note that, generally, the longest number is your account number, the shortest number is your check number and the medium size number is your routing number.
    4. On the next screen you will need to confirm your information. If correct, click 'This Information is Correct', and if not, click 'Back to Form'.
      
      *Note that by selecting 'This Information is Correct' you agree and warrant that you have the funds available, and that they may be electronically withdrawn from your account.
    5. If you selected, 'This Information is Correct', then it will take 10-20 seconds to validate your account.
    6. Once validated, you will be automatically transferred to the next screen which shows your ezEcash balance and your casino account balance and you will need to enter the following information and click 'Complete Transfer':
      - the amount you want to transfer to your casino account which is generally the total amount
      - any special promotion "bonus code" you have in order to redeem promotions
      - please note that bonuses for using Online Checks or other non credit card payment methods will be automatically posted to your account once you click 'Complete Transfer.'
    7. The next screen will be the Game Room and you will
      automatically be in the Play For Real mode.
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- 4.10.3 Using Western Union
  1. What is Western Union, is it safe and how does it work?
    Western Union is a global leader in money transfer. You can quickly and easily transfer money to more than 117,000 Western Union Agent locations in over 185 countries worldwide - the largest network of its kind. You can also transfer money through the Western Union website (www.westernunion.com).Western Union has 1,800 employees and more than $2 billion in annual revenue. Western Union Financial Services, Inc. is a subsidiary of First Data Corp. (NYSE: FDC).
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  2. Why should I use Western Union?
    With Western Union, you can use your credit card through the Western Union network and it won't be declined as a gaming site transaction. In addition, Online Casino gives you special promotions cash for using Western Union to add funds to your account. See Payment Options for promotion details.
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  3. How do I add funds to my Online Casino account using Western Union?
    1. Go to https://wumt.westernunion.com/asp/mtReceiver.asp
    2. You will need to fill out the Receiver's information as follows:
      1. Receiver's first name : Yamile
      2. Receiver's last name : Gabriel
      3. Amount : Enter desired amount
      4. City : Santo Domingo
      5. Country : Dominican Republic
    3. Fill out the new account form.
    4. Select the state your are sending the money from and enter your contact phone number. Click 'Continue.'
    5. On the next page, enter your credit card details. Click 'Continue.'
    6. Confirm that all the information has been entered correctly. Click 'Submit Order.'
    7. The next page will be your receipt. You should print this for your records.
    8. Send an email to one of our Customer Care Representatives at support@starluckcasino.com with the following details so that we can verify the transfer and add the funds to your account:
      1. Online Casino AccountName
      2. Full name
      3. Telephone number
      4. Deposit amount
      5. Western Union transaction fees
      6. Location of the Western Union where the money was sent from
      7. Transfer reference number (MTCN)
    9. As soon as we get confirmation of the transfer (6-12 hours), we will add the funds to your Online Casino account, plus an amount to reimburse your Western Union charges, plus an additional bonus amount for using Western Union.
    10. We will notify you by email of the amount being added to your account.
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- 4.10.4 Using other payment methods
  1. ClearChex
    If you already have a ClearChex account, then simply login to the Cashier, select 'Add Funds'. On the next screen you will need to select the amount you want to fund and highlight ClearChex as the desired method. Click 'Continue' and follow the instructions.
    
    In essence, ClearChex is an online checking service that lets you set up an account that you fund through your checking account, and then you may transfer from ClearChex to your Starluck account. See ClearChex for more information.
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  2. Wire
    We accept bank wires which you may send by having your bank wire us funds from your bank account. In most cases you will need to go down to your bank and authorize the wire or set up a repetitive wire service to us. Check with you bank for details and then contact the Customer Care Department for our wire instructions and a unique tracking number to include on the wire so we know which account it is for. Once we receive the amount wired, we will credit your account and notify you by email.
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  3. Checks by regular mail
    You may write a check and deposit it in the mail, but we strongly suggest that you try the Online Check service or ClearChex as they electronically debit your checking account and electronically send us the money so there is no snail mail delays. However, if you prefer snail mail, then please contact the Customer Care Department for a mailing address and a unique tracking number to include on your check so we know which account it is for. Once we receive the check and the amount has cleared, we will credit your account and notify you by email.
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  4. FirePay
    If you already have a FirePay account, then simply login to the Cashier, select 'Add Funds'. On the next screen you will need to select the amount you want to fund and highlight FirePay as the desired method. Click 'Continue' and follow the instructions.
    
    If you do not already have a FirePay account and want to use your checking account to fund your account we suggest that you first try Neteller or the above Online Check service described in section 4.10.3.
    
    In essence, FirePay is an online payment service that is very similar to Neteller by which you set up an account that you fund through your credit card or checking account, and then you may transfer from FirePay to your Starluck account. See FirePay for more information.
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  5. Central Coin
    If you already have a CentralCoin account, then simply login to the Cashier, select 'Add Funds'. On the next screen you will need to select the amount you want to fund and highlight CentralCoin as the desired method. Click 'Continue' and follow the instructions.
    
    If you do not already have a CentralCoin account and want to use your checking account to fund your account we suggest that you first try Neteller or the above Online Check service described in section 4.10.3.
    
    In essence, CentralCoin is an online payment service that is very similar to Neteller by which you set up an account that you fund through your credit card or checking account, and then you may transfer from CentralCoin to your Starluck account. See CentralCoin for more information.
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  6. Prepaid ATM
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4.11 How do I cash in and withdraw funds from my account?
Login to the Cashier and select "Cash In and Withdraw". Enter the amount you want to cash in and withdraw and then click 'Submit.' The amount cashed in and withdrawn by you, will be processed as follows:
1. We will attempt to reverse out any charges made to your credit card or debit cards to the extent possible; and
2. Remaining funds will be paid to you by check or wire, as you prefer, subject to the processing fees as listed in the Payment Options.
Upon completion of your request, we will email you a receipt containing a confirmation number and detailed information of the amount cashed in and how it is being sent to you. Please keep this receipt for your records.
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4.12 Are there any restrictions before I can withdraw my funds?
Yes. For security reasons, we do not let you withdraw for 8 hours from the time of your last deposit. You must wait at least 8 hours from the time of your last deposit before withdrawing funds from your account.

Also, if you have received complimentary or bonus funds into your account, you must comply with the Bonus Restrictions set forth in the bonus offer, if not, you will not be able to withdraw any amount until you satisfy the bonus restrictions. For more information, see Bonus Restrictions.
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4.13 Can I modify/cancel my withdrawal after I make it?
Depending on the status of your withdrawal, you may or may not be able to modify or cancel it. Please contact one of our Customer Care Representatives for more information.
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4.14 How long after I make a withdrawal will I receive my money?
Depending on which payment method you chose for us to send your money with, the time will vary. For a list of options of how to receive your money from us, transfer time and fees, please see the Payment Options.

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Part V - Bonus promotions and restrictions

5.1 What bonuses does Online Casino offer me?
Online Casino rewards it players by giving you lots of special offers and big bonuses:
- New players can enjoy FREE EXTRA CASH on their first purchase with our fantastic Signup bonuses.
- Use a payment method other than credit card and you'll get additional free extra cash (on top of any other signup or promotional bonus amount).
- Share how much you enjoy Online Casino with your friends through the Tell A Friend program and we will give you and them free extra cash into your account and theirs when they join and fund their account.
- Each month in our Monthly Newsletter, we offer players special promotional bonus for free extra cash on their next purchase and lots of other extras.
- Plus we have lots of other surprises, mystery bonuses, presents and comps that we shower regularly on our frequent players. These special offers are sent by email and regular mail based on your Player Status and other factors, so login regularly and check your mail to receive your free extra comps and gifts.
For a listing of our current promotions, please see Current Promotions and Standard Promotional Offer Terms & Conditions for more information and restrictions that may apply.
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5.2 I have a Bonus Code, how do I add my bonus amount to my account?
If you have a promotional bonus code, please go to the Cashier and add funds to your account. During the add funds process, you will be prompted to enter any bonus codes that you have. Enter the code and the bonus funds will automatically be added to your account.

Also, please note that not all bonuses require a bonus code to be entered. For example, bonuses given for certain payment methods will be automatically deposited into your account when you use those payment method to add funds to your account.

A summary of any bonus amounts added to your account balance will be emailed to you along with each transaction receipt sent to you for adding funds.

Please note that bonus promotions have special restrictions that must be fulfilled before you can withdraw you funds. Special restrictions are contained in the bonus offer and may vary from promotion to promotion. For more information see Bonus Restrictions or contact our Customer Care Department.
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5.3 Are there any bonus restrictions before I withdraw my money?
Yes and no, depending on the bonus. Bonus restrictions vary from promotion to promotion and are contained in the bonus offering itself so please take care to read the complete offer before accepting any bonus. If you have questions, Contact Us.

Bonus restrictions must be met before you will be able to withdraw any amount from your account. A typical bonus restriction might look like this (this is not an actual current bonus offer):

Bonus Offer: "25% Extra on Next Purchase"

Bonus Restriction: To limit abuse against the casino, Starluck requires that you wager four times the amount of the credits placed in your account relevant to the bonus offer (e.g. US$100.00 + US$25.00 x 4 = US$500.00) before midnight (EST) on 4 June 2002. BONUS CODE 1234 is valid for all games except Craps and Roulette. Only one bonus per customer is permitted. Irregular playing patterns will be reviewed before processing your withdrawals. Equal betting is considered irregular gaming for bonus purposes only. If you accept a bonus offer and bonus funds are added to your account, you will not be able to withdraw any amount from your account until you satisfy this Bonus Restriction.

If you have questions regarding the bonus restrictions of any particular bonus offering, please contact our Customer Care Department with the Bonus Code or Bonus offering and we will provide you a copy of the offer and corresponding restrictions.

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Part VI - Bugs, connection problems and interrupted games

6.1 Does Online Casino have any bugs, software flaws or system problems?
Nothing is bug free, however we do everything possible to make sure that the games and systems are ready for release before we release them. Nevertheless, bugs do occur and that is why we have a Customer Care Department to assist you with any problems that may arise. If you have any concern about the rules, implementation, or consistency of any game at Online Casino, please do not hesitate to Contact Us. In the event the problem cannot be immediately solved, the case will be investigated using the game logs of the server and if something is found to be wrong, our development team will assess the problem, fix it and compensate your accordingly.
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6.2 I was disconnected in the middle of a game. What should I do?
First, please log back in to your account. The disrupted game will appear as it was when you were disconnected, or if you disconnected after the submitting information, the next sequence or result will appear as it would have been had you not been disconnected.

In addition, if you were playing the Download Deluxe Suite, the disrupted game will appear in the Basic Suite for you to play out. Then you will need to log out and login again into the Download Deluxe Suite.

If you continue to have problems or feel concerned that something is wrong, please contact our Customer Care Department.
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6.3 What happens if I lost money because of a game or disconnection?
First, please log back in to the system. The disrupted game should appear as it was when you were disconnected, or if you disconnected after the submitting information, the next sequence or result will appear as it would have been had you not been disconnected. If you are not satisfied with the result or feel that something is wrong, please report your concerns to our Customer Care Department. We will investigate the situation fully and should we determine that you lost money because of a bug in our system, and not because of general internet disruptions, we will refund your losses immediately to you.

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Part VII - Fairness, security and legal issues

7.1 Are the games fair, random and tested?
Yes. Online Casino's games are fair, random and tested. For more information on the game fairness and random number generator, please see the Game Fairness Statement. Moreover, each game at Online Casino undergoes extensive internal testing on a real gaming server before we release it to the public. Depending on the game, between 1 million and 10 million bets are run. If the frequency of winning combinations and general payouts are within expectations, the game is passed to a Quality Assurance team of engineers who play that game at length to ensure that it is ready to launch. We also update the applications after real clients (you) start to use it.
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7.2 Is Online Casino licensed?
Yes. the Starluck software is operated by Ed Servicio S.A., a company organized and properly licensed under the laws of Panama.
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7.3 What are the game instructions and rules for each game?
Please see the Game Instructions & Rules chart which shows a list of all the games and which suite each appears in, as well as links to the instructions and rules of every game at Online Casino.
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7.4 Is my account secure?
Yes. Online Casino's system is state of the art and is one of the safest systems online. The entire system sits behind one of the most advanced firewalls in the world and we work with the best security advisors worldwide to constantly upgrade the systems to protect your data and ours.
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7.5 Is it safe for me to send Online Casino my personal and financial information through the internet?
Yes. Online Casino's payment system uses 128-bit encryption to ensure the highest level of privacy and confidentiality of your data and to avoid interception or alteration of your information when it is transmitted. For more information on the safety and security of Online Casino, we invite you to learn more about our Security Statement.
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7.6 What are my privacy rights at Online Casino?
Online Casino respects your privacy and we are committed to keeping your personal information strictly between you and us. We aim to provide you the highest level of security and privacy and to not disclose your information to outside parties, except to the extent necessary to complete the transactions you request and to operate the business properly. For more information on our commitment to you, your privacy, data security and the integrity of our business, please see our Privacy Policy, Security Statement, Code of Conduct, and Terms and Conditions.
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7.7 Is it legal for me to play at Online Casino?
It depends upon the laws that govern your actions, and it is your sole responsibility to ensure that you comply with such laws and that you have complete right to use Online Casino and to play the games. Online Casino makes no representation as to the legality of your actions as it is impossible for us to determine the state of the law in every jurisdiction around the world on an ongoing basis. Therefore it is your responsibility to determine the legality of use in your jurisdiction, and we assume that you believe your actions to be legal if and when you login to Online Casino.

Further, Online Casino requires that you agree to the Terms and Conditions before opening an account and that you be at least 21 years of age to play the Play For Real games.
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7.8 Can I link to Online Casino from my own webpage?
Link up to Online Casino and earn extra money! Online Casino is one of the most established casinos online and has been paying webmasters and affiliates like clockwork since 1997. You will earn cash for every player that signs up through your unique link. To signup as an affiliate, simply click to join as an affiliate webmaster and you will get a unique casino site within minutes. Plus we will give you online access to check your statistics in real time.
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7.9 What are the terms and conditions that govern my account?
Upon opening an account, you agree to the Terms and Conditions of Online Casino. You reaffirm your consent to these Terms and Conditions each time you login. In the event you do not agree to the Terms and Conditions, or any amendment or modification thereto, your sole remedy is to not open an account and/or to close your account.

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Part VIII - Download Deluxe Suite user guide

8.1 What are the minimum system requirements for the Download Deluxe Suite?

We recommend the following minimum system to use the Download Deluxe Suite:
- A PC computer using Windows 95, Windows 98, Windows Millennium Edition, Windows XP, Windows NT4 or Windows 2000
- A Pentium I or higher processor
- At least 32MB of RAM
- A sound card to hear the audio, but the audio is not necessary for play
- Screen resolution of at least 640 X 480 pixels with minimum of High Color (16 Bit)
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8.2 How large is the Download Deluxe Suite file?

The Download Deluxe Suite file is one of the smallest in the industry at approximately 6 megabytes. It should take only a couple of minutes to complete the download regardless of your connection.
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8.3 Does the Download Deluxe Suite support Macintosh?

No, unless you are also using a windows emulation software such as Virtual PC for Mac. If you do not use a windows emulation software for Mac, then you can not use the Download Deluxe Suite; however, our no-download Web Deluxe Suite and Basic Suite do support Macintosh.
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8.4 How do I install the Download Deluxe Suite using Microsoft Internet Explorer?

The download process for users of Microsoft Internet Explorer is quick and easy. Simply follow these easy steps:
1. Click 'Download' from the home page of Online Casino. On the Play Now page, choose "Download Deluxe Suite," enter your email, and click 'Continue.'
2. Click 'Open' when asked "Would you like to Open the file or save it to your computer?"
3. The software will automatically begin installation after the download is complete.
4. Once the software installation is complete, the application will launch automatically.
5. You can also double-click on the Starluck icon on your desktop to start the software.
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8.5 How do I install the Download Deluxe Suite using Netscape Navigator?

The download process for users of Netscape Navigator is quick and easy. Simply follow these easy steps:
1. Click 'Download' from the home page of Online Casino. On the Play Now page, choose "Download Deluxe Suite," enter your email, and click 'Continue.'
2. When you are given the "Save as" prompt, save the file in a folder where it will be easy for you to find once the download process has been completed.
3. Once the download process is complete use Windows Explorer to locate the folder into which you downloaded the software.
4. Double-click on the icon to begin the installation process.
5. Once the software installation is complete, the application will launch automatically. You can also double-click on the Starluck icon on your desktop to start the software.
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8.6 I have downloaded the software but it didn't self-install or self-start, how do I find it on my computer to install and start it myself?

If you have trouble locating the folder, click on Start > Find > Files or Folders. Then, in the Named Box type "Starluck Casino Online Download Deluxe Suite.exe". When it appears in the Results box, double click on it to begin the quick installation process.
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8.7 I have installed the software but how do I start it?

Once you have installed the application, you can start it by clicking on Start> Programs> Starluck Casino Online. Alternatively, you can double-click on the Starluck icon on your desktop to launch the application.
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8.8 How do I turn on and off the sounds?

You can choose to turn off the sounds through the Options, which is available in the Game Room. Unchecking the "Play sound effects" checkbox will stop all machine and table sounds (e.g. card flipping sounds). Unchecking the "Play voice" checkbox will stop all dealer messages.

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