Faq/Help

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Helpdesk FAQ

Helpdesk

Faq/Help

How do I register an account?

Nothing is easier. You access the registerpage threw the 'open account' link above. Fill in the form seen in the page. Make sure all details are correct when wrong details could delay your future winningwithdraws as well as get your account locked until correct details are filled in. After the form is filled in correctly you get immediate access to all games CarlosCasino.com provides.

We at CarlosCasino.com welcomes you and wishes you the best of luck!!

How to play in CarlosCasino.com?

There are multiple ways for you to play at CarlosCasino.com. First, you can play all of the casino games for playmoney, which menas that you never have to bet any real money. Or you could play in the casino in 'realmode' which menas that you have to deposit money to your Parabol account, and then buy casinochips to bet with. This is the way to play if you want to win realmoney.

Another possibility is to download our pokerclient, sign up an account and play poker online with other players. Here you can also choose between 'realmoney' and 'playmoney'.

To access the casino simply press the Casinolink above, and for Poker, press the Pokerlink above and follow the instructions.

Note that you have to be logged in to be able to play for realmoney.

How do I transfer money?

CarlosCasino.com supports multiple ways to transfer money to and from the Casinoaccount. Creditcards such as VISA and MasterCard are valid cards, NETeller is supported and also bankwire. If you want to know more about how we make sure your money is safe with us, please see 'About us' -> 'Financial info' for more information.

How to contact helpdesk

Go to Helpdesk

How do I know this site is secure?

CarlosCasino.com uses high-grade 128 bit public key encryption to protect all financial and personal data to and from the site. Sensitive credit card information is never being stored. CarlosCasino.com put high value to the privacy of our customers, you ca read about our privacy statement under about us and privacy statement.

Can I contact CarlosPlace?

Yes, you can mail support@carlosplace.com

How do I deposit money to CarlosPlace?

Depositing money into your casino account is a two step process. First, you need to deposit money into your Carlos account. Then you need to transfer the money from your Carlos account to your casino account by buying Casinocash (in €).
To transfer money to your casino account, enter the amount in the "How Much" field and click on "OK". The amount will be transferred to your casino account and you are now ready to play.

Can I play without spending money?

After clicking on Casino in the menu you will find the options on how to play in the top menu. To play with playmoney click on "Play for fun", and to play with real money click on "Play for real".

What are CarlosPlace bonuses?

From time to time as a guest at CarlosPlace, you will have the opportunity to receive generous Casino Cash bonuses. These can either be deposit bonuses, spot bonuses, or reload bonuses.

Deposit Bonuses

At times CarlosPlace will offer our guests depositing bonuses, an example could be deposit up to €100 and receive a 30% bonus.

Bonuses at CarlosPlace are designed to extend your play and may not be eligible for withdrawal unless you have reached the criteria’s presented under Bonus rules.

Reload Bonuses

A reload bonus is a casino cash bonus that we at CarlosPlace will occasionally offer to customers. It will usually be based on the same principles as a depositing bonus that is, deposit a certain amount and receive a percentage cash bonus based upon the deposited sum. We will communicate reload bonus offers in various ways, one such will be through mail so make sure that you have an updated email address to ensure that you receive our promotional offers.

Spot Bonuses

Spot bonuses are given out by CarlosPlace to random players at unspecified times throughout the year. They may vary in amount and frequency.

Bonus Rules

It is our intention that these bonuses are to be enjoyed in the casino in the spirit in which they are given. Therefore we would like to advise you of the rules which maybe applied to the bonuses. Before you can withdraw your bonus cash, sometimes referred to as Casino cash, we require that you for fill the wagering requirement attached to the specific bonus that you received. Please note that the wagering requirement may vary for different bonuses.

Please observe that play at the Roulette, Craps or Baccarat tables are not considered in bonus wagering requirements.

Examples:
“Deposit up to €100 and get extra 30% in deposit bonus”
(If you deposit €100 you will get an extra €30)

“The wagering requirement for the deposit bonus is 10* the total amount that has been given”
(You deposit €50 and get €15 extra. 10 * €65 = the wagering limit is €650.)

Under “My account” you can see how much of your wagering requirement is left.

More information about current bonuses can be found in the ‘bonus info’ link in the casino lobby.

What is a casino tournament?

CarlosPlace is proud to be able to invite our guests to our popular casino tournaments. When a tournament is announced and you play for real money on the game you will automatically be participating in the tournament. By looking at the leaderboard you can – in real time – see yours and the other competitors’ scores (top ten).

How do I play a tournament?

Login to your CarlosPlace account, go to the casino lobby and click on Tournaments in the menu.

You will find a link to our tournaments in the middle of the page. When a tournament starts there will be a new link available on this page, and simply follow this link to start playing.

What happens if I lose my connection during the game?

You will not lose your money or any winnings if you lose your connection to our server during the game. All games are logged separately, and if an error should occur, all the information will still be available.

If there is then error during the game, please restart the game that you where playing and you will be able to continue from where you left.

The game doesn’t start when I click on the link?

To be able to play in our Casino you will need to have Java installed, you can download Java here.

Please also make sure to have the latest version of Flash installed, you can download Flash here.

Can I trust Carloscasino?

All games in our Casino are based on a random generator which gives a 98 percent theoretical payback. Our supplier of Casino games, Net Entertainment, recently had a third party evaluate the random number generator and their conclusion was that it worked optimally.

Net Entertainment is a part of the Cherry group with almost 40 years of experience in this field.

Technical FAQ

If you have any technical problems or questions that aren't answered in this information, please contact support@carlosplace.com

Which hardware do I need?

Since the casino uses Java and Flash, it can be run on any computer.

-The casino is optimized for a screensize of 800x600.
-A soundcard enhances the gaming experience, but is not necessary.

Which software do I need?

You need a browser that supports Java and Flash. We recommend using Microsoft Internet Explorer 4.0 or newer or Netscape Navigator 4.0 or newer.

I don't have Java or Flash. How do I get them?

If you don't have Java installed in you browser, download and install the Java plugin from SUN. If you don’t have Flash, download and install it from Adobe’s homepage

Does the casino work with AOL?

Yes, the casino works with AOL 4.0 or higher.

When I go to a game page, the dice just keeps spinning. Why doesn't the game appear?

A: You have an unsupported browser, or you have disabled JavaScript.
A Java error may have stopped the game while initializing.

Do I need to enable cookies?

No, the casino doesn't need to use cookies.

What happens if a game is disrupted before it is finished, for example if my Internet connection is broken?

The next time you log in to the casino and play this game, it continues at exactly the point where you left. If the game was finished, but you never saw the result, you can request the result from support.
An unfinished game is kept for a week. After this time, the game is deleted and the orignal bet is forfeit.

When I go to a game page, I get a security warning asking me if I want to install something. Why?

The reason is that you've chosen to use InstaPlayTM. Instaplay keeps the game in your browser, so it can be started faster the next time. There is absolutely no security risk with this, since the applet ony requests the same priveleges as a normal applet. It can't change, add or remove anything on your computer.
You need to click "Yes" in this dialog, or the game won't load.

I already loaded the game, but now it tries to load it again.

Some times changes are made to the game to make them more user friendly, faster, robust etc. These changes are loaded automatically if you answer "Yes" to the dialog.

The game "freezes" or displays an error message.
The casino looks strange or I get an error while navigating through the casino. What to do?

There could be a number of reasons for this. For example:

- Your Internet connection was disrupted. - Try to go to the casino lobby, and then back to the game again.
- You have outdated or erroneous files in your browser cache. Empty the cache.
- You were timed out from the casino. - You will have to login again.
- A problem in your browser. Close down all browser windows and start it up again.
- Internet Explorer's Java has a memory leak that causes it to slow down and in some cases even stop working after extended play. The best way to deal with this is to install SUN's Java.
- A problem in your computer. Reboot the computer. This should only be necessary if there is a serious problem with you computer.

How do I empty my browsers cache?

Each browser has its own way of controlling its cache, and some have different names for it. For instance the Internet Explorer calls it the "Temporary Internet Files folder".

For other browsers, please check your browser's help information for instructions.


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