Frequently Asked Questions

General Information

What is Casiku Casino?

We are a premium online gaming destination where entertainment and personalization meet. Our platform offers over 3,000 games from top-tier software providers, creating an exceptional gaming experience for players worldwide. Licensed and regulated by both the Malta Gaming Authority and UK Gambling Commission, we ensure fair play and secure gaming environments.

Who operates Casiku Casino?

White Hat Gaming Limited operates our casino under Malta law with registration number C73232. Our registered office is located at 85 St John Street, Valletta, VLT1165, Malta. This established gaming group brings years of industry expertise to our platform.

Which languages do you support?

We provide full support in English, French (Français), Finnish (Suomi), and Spanish (Español). Our customer service team communicates fluently in all these languages, ensuring seamless assistance regardless of your preferred language.

Licensing and Security

Are you licensed and regulated?

Yes, we hold dual licensing from premier gaming authorities. The Malta Gaming Authority issued our license MGA/B2C/370/2017 on August 1st, 2018, while the UK Gambling Commission granted us license #52894. These licenses ensure we operate under strict regulatory oversight.

How do you protect player data?

We implement cutting-edge encryption technology with TLS v1.2 minimum standards on all secure pages. SSL protocols automatically encrypt personal data during transmission, protecting your sensitive information from unauthorized access. Our security measures meet international banking standards.

What responsible gambling tools are available?

We provide comprehensive responsible gambling features including self-imposed deposit limits, time-out options, self-exclusion periods, and permanent account closure options. Additionally, we maintain a partnership with GamCare to support players who need assistance with gambling-related concerns.

Account Management

How do I verify my account?

Account verification requires two documents: a valid passport or driver's license, plus proof of address such as a utility bill or bank statement issued within the past three months. Our team reviews submitted documents within 48 hours of receipt.

What happens to inactive accounts?

After 12 months of inactivity, we charge a $5 monthly maintenance fee. However, we provide a 30-day advance warning before implementing this fee, giving you time to reactivate your account or contact our support team.

Can I have multiple accounts?

No, we maintain a strict one-account policy per person and household. Multiple accounts violate our terms and conditions, potentially resulting in account closure and forfeiture of funds.

Games and Software

How many games do you offer?

Our extensive library features over 3,000 games across multiple categories including slots, live casino, table games, video poker, roulette variants, and card games. We continuously expand our collection with new releases from leading software providers.

Which software providers power your games?

We partner with industry-leading developers including NetEnt, Microgaming, Play'n GO, Evolution Gaming, and Pragmatic Play. Each provider specializes in different game types, ensuring diverse and high-quality gaming options.

Do you have a games filter system?

Yes, we feature an innovative Games Filter with dozens of filtering options. Browse by categories like Trending, New, Race To Riches, Drops and Wins, Must Go Jackpots, and Megaways to find your perfect game quickly.

Bonuses and Promotions

What welcome bonuses do you offer?

New players receive up to $1,000 plus 100 Free Spins across four deposits. Your first deposit earns a 100% match up to $300 plus 25 Free Spins on Big Bass Splash. Subsequent deposits include varying match percentages and Free Spins on different featured games.

What are the wagering requirements?

All bonuses carry 40x wagering requirements, meaning you must wager the bonus amount forty times before withdrawal. Different games contribute varying percentages toward meeting these requirements, with slots typically contributing 100%.

How long do I have to use bonuses?

Bonus funds expire after 3 days if unused. We recommend activating and using bonuses promptly to avoid expiration. Once activated, you cannot withdraw funds until completing the wagering requirements.

Do you have ongoing promotions?

We run several weekly promotions including our $500 Weekly Loyalty Raffle every Sunday, Turbo Spin Tuesdays on Microgaming games, and Saturday Reload Boost with up to 50% bonus on deposits. Each promotion has specific terms and eligibility requirements.

VIP Program

How does the Casiku Club work?

Our five-tier VIP program automatically enrolls you upon your first deposit, starting at Jack level and progressing through Queen, King, Ace, and Joker tiers. Each level offers enhanced benefits including faster withdrawals, higher limits, and exclusive rewards.

How do I earn loyalty points?

Points accumulate through deposits (100% of deposit amount) and gameplay. Slots award 1 point per $5 wagered, while video poker, roulette, and card games provide 1 point per $40 wagered. Other games offer 1 point per $10 wagered.

Can I redeem points for cash?

Yes, exchange 1,000 points for $5 in bonus funds. Minimum redemption is 1,000 points, with a maximum daily redemption of 10,000 points. Redeemed funds require wagering before withdrawal.

Banking and Payments

Which payment methods do you accept?

We accept Mastercard, Visa, and PaysafeCard for deposits. Withdrawals are processed to Mastercard and Visa, with PaysafeCard users receiving withdrawals only to Visa or Mastercard accounts in their name.

How long do transactions take?

Deposits process instantly upon confirmation. Withdrawals undergo a 1-2 day pending period followed by up to 3 business days for completion. VIP members enjoy faster withdrawal processing as a tier benefit.

Are there transaction fees?

We don't charge transaction fees from our end. However, your payment provider or bank may impose their own fees. Always check with your financial institution regarding potential charges.

Must I use my own payment methods?

Absolutely. All payment methods must be registered in your name and match your account details. Third-party payments are strictly prohibited and may result in account suspension and fund confiscation.

Customer Support

How can I contact support?

Our 24/7 support team is available through live chat, email at [email protected], accounts-specific queries at [email protected], and privacy matters at [email protected]. We respond to all inquiries promptly in your preferred language.

Do you offer self-help resources?

Yes, our comprehensive FAQ section includes detailed guides for common issues, account management, and technical troubleshooting. We also provide step-by-step instructions for clearing cache and cookies to resolve browser-related problems.

Technical Requirements

What devices can I use to play?

Our platform works seamlessly on desktop computers and mobile devices through modern web browsers. No downloads are required - simply visit our website and log in to access all games and features.

What if I experience technical issues?

Common technical problems often resolve by clearing your browser's cache and cookies. Our support section includes detailed instructions for various browsers. If issues persist, contact our technical support team for personalized assistance.

Restricted Territories

Are there geographical restrictions?

Yes, we cannot accept players from certain jurisdictions due to regulatory requirements. Restricted countries include the USA, Australia, France, Germany, Netherlands, and many others. Please check our full terms and conditions for the complete list.

Are jackpot games restricted anywhere?

Some territories have specific jackpot restrictions including Azerbaijan, India, Japan, Malaysia, Qatar, and Tunisia. Players from these regions can access our regular games but may be excluded from progressive jackpot participation.