FAQ

Version 1.0 - Last updated on 21/02/2024

GENERAL

1. How can I contact customer support?

You can easily reach our Customer Support team through chat, available 24/7, or by sending us an email at [email protected]. Actually, we answer faster via chat.

2. What information should I provide when contacting support?

We want to help you resolve your request as quickly as possible, so please give detailed information about the that issue you're facing. Screenshots are also helpful if you are able to provide them. The more information we have, the quicker we can resolve the problem for you.

3. Why can't I create an account?

There could be a few reasons for this. It is possible that your account is already blocked, or you may have entered incorrect information during the registration process. Please contact our Customer Support team through chat or email at [email protected], and we'll be happy to assist you.

4. What should I do if I can't log in with Mitid?

First, double-check that you have entered the correct information. If the issue persists, try using Mitid on a different platform, such as your bank or e-boks. If you are still unable to log in, please contact our Customer Support team and provide us with details and screenshots of any error messages you receive.

5. How can I close my account?

The fastest way to close your account is to contact our Customer Support team through chat or email at [email protected]. Please let us know if you would like a permanent or temporary closure, and also why you’d like to close the account. You may also self-exclude directly from your account under the "Play safe" tab.

PROMOTIONS

6. How do I claim the welcome bonus?

As a first-time registrant, once you have created an account, please go to the promotions page and activate the welcome bonus by clicking on the opt-in button. Make a minimum deposit of 100 kr. using any of our payment providers, and the equivalent bonus amount will be automatically credited to your bonus balance. For the full terms and conditions, please check out the terms here. 

7. What should I do if I have not received a bonus, despite meeting the requirements?

If you have fulfilled all the requirements of the promotion, but haven't received the reward, please contact our Customer Support team through chat or email at [email protected], and we'll assist you in resolving the issue.

8. Is there a limit on winnings from bonuses?

Winnings are capped at ten times the initial bonus granted. That means that if you deposited 1.000 kr., got a bonus of 1.000 kr. and wagered the deposit and the bonus 100%, you can win a maximum of 10.000 kr. Keep in mind that the minimum deposit requirement is 100 kr.

PAYMENTS

9. Why can't I make a deposit?

If you have reached your deposit limit, you will not be able to make a deposit. Please check your account under the "Play safe" tab to view and modify your deposit limit. If you are experiencing any other issues, contact our Customer Support team through chat or email at [email protected]. Please note that our Customer Support team may not always be able to help in this case, since it could be that your transaction was declined by your card issuer, that your card details were incorrect, or that a technical issue occurred with your card issuer.

10. What should I do if I can't withdraw?

If you are unable to withdraw, it is most likely because your account has not been fully verified. Verification checks are usually made automatically, but in some cases, your account will need to be manually approved, before you are able to withdraw. In order for us to manually approve your account and for you to complete your withdrawal, we will get in touch for additional documentation.If we have not already sent you an email regarding this, please do not hesitate to contact our Customer Service Support through chat or email at [email protected].

11. How long does the withdrawal process take?

Processing your withdrawal request as soon as possible is a top priority for us. If we do not require any verification checks, your withdrawal is processed as soon as possible, and can usually be expected within 5 working days.

However, please keep in mind that in certain cases verification checks will need to be made in order for your withdrawal to be processed and after the verification check has been approved and completed, will you be able to expect a typical processing time of up to 5 working days.If 5 working days have gone by, and you have not heard from us regarding a verification check or received your withdrawal, please contact our Customer Support team through chat of email at [email protected].

12. Which payment methods do you accept?

We currently accept Visa and Mastercards, MobilePay, and bank transfers with Trustly. For specific information on each provider, see further down below. 

You are not limited to one deposit method only but can choose to deposit through more than one payment option. However, you can only use your own credit card or bank account to deposit.

13. How do I make a deposit or withdrawal?

Once you're logged in, click on the "Deposit" or "Withdraw" button. A pop-up will appear where you can select your preferred payment provider for deposits or withdrawals. 

Funds deposited with all methods available will be credited instantly. The minimum deposit amount is 150 kr. and the maximum deposit amount varies according to the deposit limit that you have chosen. You can see and change your deposit limit on your account under the “Play safe” tab.

On Casino999 we do not have a limit regarding maximum withdrawal. However, please note that your payment provider may have its own limit for withdrawals.

14. How do I deposit with a credit or debit card?

To deposit with a credit or debit card, click on "Deposit" and choose the credit or debit card option from the available payment methods. Enter your deposit amount and card information, then click "Deposit." The deposited amount will be instantly credited to your Casino999 account.

15. How do I deposit with MobilePay?

To deposit with MobilePay, click on "Deposit" and select MobilePay from the available payment methods. Enter your deposit amount and phone number, then click "Deposit." A pop-up will appear on your MobilePay app to complete the transfer. Slide to accept, and the amount will be instantly credited to your Casino999 account.

16. How do I deposit with Trustly?

To deposit with Trustly, click on "Deposit" and select Trustly from the available payment methods. Enter your deposit amount, then click "Deposit." You will be redirected to the Trustly Banking website, where you can choose your local bank. Log in securely using your online bank credentials and Mitid. Once completed, the amount will be instantly credited to your Casino999 account.

17. What is the policy for withdrawing funds?

Our policy is to return withdrawn amounts to the payment method that was used to make the deposit. However, if the card or withdrawal method does not accept withdrawals, your winnings may be paid out via bank transfer. In such cases, additional documentation may be required for approval. If necessary, our Customer Support team will contact you via email to request the necessary documents.

18. Are there any charges or fees for deposits or withdrawals?

No, there are no charges or fees when depositing or withdrawing funds from Casino999.

If you have more questions about payments or need assistance, feel free to contact us via email at  [email protected] or through our 24-hour chat support.