Support - FAQ

Before contacting our support team, take a look at some of the frequently asked questions (FAQS) we have compiled from our customers. Most of the common issues have been addressed so you will probably find a satisfactory answer.

1. What are comp points and how do I redeem mine?
2. Why can’t I redeem a free coupon?
3. I made a deposit but the coupon I wanted to use was not redeemed.
4. I want to redeem a coupon but it says the code is invalid or has expired.
5. I have redeemed a coupon and I have balance on my account by then it also says that my balance is R0.
6. What is wagering?
7. I have completed the wagering but I still can’t withdraw.
8. I don’t feel comfortable sharing photos of the front and back of my credit card.
9. Have you received the documents I’ve sent?
10. I haven’t received the e-mail with the verification link or the link doesn’t work.
11. Can I make a deposit and play while I have a pending withdrawal?
12. I have requested a withdrawal but it still appears as pending. How long does it take?
13. I have made a deposit but it is not reflecting on my casino account.
14. I want to update my account information. How do I go about it?
15. I have forgotten my password or I just want to change it. How do I do that?
16. I have reset my password but I still can’t log in.
17. I lost my Internet connection for a moment and now the casino keeps trying to redirect me to a spin that I can’t seem to be able to complete.

1) What are comp points and how do I redeem mine?

Complimentary (comp) points are generated when you play at the casino. For every €10 which you bet, you receive 1 comp point. Comp points can be exchanged for real funds at the rate of 100 comp points = €1. In order to exchange them, you can go to the cashier menu, and redeem the points from the "My account" tab, or if you are on a mobile device, simply tap on your balance, and you will see how many points you have accumulated and the option to redeem however many you choose to (according to the above rate).

Any winnings obtained from comp points redemption are considered free bonus credits and as such are subject to Terms and Conditions as related to free/no deposit bonuses.

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You probably haven’t verified your e-mail address yet, so please check your e-mail (SPAM folder included) for the message with the verification link. Please note that players are not allowed to redeem multiple consecutive free bonuses, so if you have already used one (comp points redemption included), you need to make a real money deposit and finish playing with it before redeeming the next one. It is also possible that you have already redeemed this particular coupon, and the free coupons we offer are redeemable once per player only.

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Some coupons can be triggered only if the deposit was made via a specific deposit method, so if you used a different one, the coupon could not be redeemed. It is also possible that you exceeded the number of times a coupon can be redeemed over a certain period of time, or that the deposit was not sufficient to trigger the coupon. Please refer to the message you received regarding the promotion as those details are listed there, as well as the Coupons tab where you can see the above upon requesting the coupon.

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Please note that Silver Sands Casino is not responsible for any information you might find outside of our official website and the newsletter that we send to our players. If you found a coupon code elsewhere on the Internet, it is possible that it has either expired or we never had such a code to begin with.

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5) I have redeemed a coupon and I have balance on my account by then it also says that my balance is €0.

Until you complete the wagering of the coupon you have redeemed, you will only see your winnings as bonus balance, and your withdrawable balance will remain €0. Once the wagering is completed, your bonus balance will be shown as withdrawable one. .

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6) What is wagering?

Wagering (or more commonly known as playthrough) is the value of the bets placed, regardless of whether these bets win or lose. If you bet €1 and you win nothing on the spin in question, it will count as €1 towards the wagering requirements. If you bet €1 and you win €100 on that spin, it will still count as €1 towards the wagering.

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Please note that the minimum withdrawal is €100. In case you haven’t made a real money deposit already, now it the time to make one, as players who have made no real money deposits don’t qualify for a withdrawal. You also need to have verified your casino account. In order to do that, please send us a copy of your ID, and if you have used a credit or a debit card to deposit (even if it was a virtual one), you also need to provide a card verification form which needs to be filled in and signed by hand. You can find the form on our website (the Banking tab) or you can contact our support team and it will be sent to you via e-mail or over the live chat.

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You can use a small piece of paper to hide the CVV code at the back and you have also hide the middle 8 digits of the card number, as we don’t need that information. When entering the card number in the respective field of the form, you can use the following format and only put it the first and the last 4 digits of it: 1234 – XXXX – XXXX – 1234.

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If we have, you will hear back from us within about an hour (depending on our workload). If you haven’t received an e-mail from us stating that your account has been verified, or that we require further information (and it’s been over an hour), please resend them.

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Then please send us an e-mail from the e-mail address you used to register with, and we will verify it for you. Our e-mail address is support@silversandscasino.com. Please note that players are not allowed to have more than one account with us, so if the system detects that you have created multiple accounts, they will be closed.

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Yes but you need to only use the bank wire deposit method and make a regular EFT to the banking details listed at the bank wire deposit option in the cashier. Please remember to use your username as a reference and to send us a proof of payment from your online banking so we can credit your account. The minimum deposit is €20.

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Withdrawal requests are processed in two full working days excluding the day they were requested, weekends and public holidays. It can then take up to additional 3 working days for the money to reflect in your bank account, depending on the speed of the bank to bank transfer.

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Please send us a .pdf proof of payment from your online banking to support@silversandscasino.com and we will credit your account manually with the outstanding balance if needed.

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You need to send us the request via e-mail to support@silversandscasino.com (ideally from the e-mail address linked to the casino account) and attach a copy of your ID. Please note that you can’t change your username, and that the password can only be reset on your end using the Forgot password link on the login screen.

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Please click on the Forgot password link on the login screen and follow the steps to reset your password. You can minimize the browser in order to check your e-mail for the security code but don’t close or refresh it as the code will no longer be valid and you will need to start over. Make sure you type the code in as is, all small letters (including the first one) and that your new password is 6-15 symbols long and consists of letters and digits only.

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When you enter the wrong password too many times, the system automatically assumes that someone else is trying to log into your account and blocks the account altogether (for security reasons), so you won’t be able to log in even with the correct password. Contact us and we will immediately unblock it for you.

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17) I lost my Internet connection for a moment and now the casino keeps trying to redirect me to a spin that I can’t seem to be able to complete.

If that happens and a spin freezes on your account, please clear the cookies and temporary files on your device, restart it and try again, or try accessing the casino on a different one. If that doesn’t work, please contact us and we will terminate the spin in question on our end. Please note though that this will terminate any free spins that you might have left.

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Contact our support team if you are unable to find a suitable answer to your question, and we will respond promptly.

When sending an e-mail to our support team please be sure to include your full name, user name and a detailed description of your problem so that we can provide a quick and helpful response.