Frequently Asked Questions
1. Players from which countries can join your casino?

Rich Palms welcomes players from the Australia, Canada, UK, New Zealand, USA, and other countries.

Unfortunately, players from Afghanistan, Armenia, Azerbaijan, Bangladesh, Belarus, Bhutan, Bulgaria, China, Costa Rica, Croatia, Curacao, Estonia, Guam, Georgia, Germany, Hungary, India, Iran, Iraq, Israel, Kazakhstan, Kyrgyzstan, Malaysia, Netherlands Antilles, Pakistan, Poland, Romania, Russia, Serbia, Syria, Ukraine, and Vietnam are not allowed to play with us.

2. What games does your casino offer?

Players at Rich Palms are invited to enjoy slots (such as Plentiful Treasure, Cash Bandits 3, Diamond Fiesta, 777, Vegas Lux, and others), cards, roulette as well as specialties (such as Keno, Bingo, scratch cards, board games) and Live Dealer games.

3. Can I play for free?

Please check out our small video tutorial on how to enjoy the Rich Palms games for free!

You can also enjoy a Free Play by obtaining different Bonuses from us: we offer a No Deposit Bonus for all new customers who have never played with us before. And all the depositors can also receive a Free Chip Bonus as insurance for their deposits made with us. Please contact our Customer Support in order to obtain such a Bonus.

4. What device can I use to play?

We welcome players to enjoy Rich Palms from their phone, tablet, PC, Mac, or download the casino software for Windows.

5. Do I need to download anything?

You don't have to download anything to enjoy Rich Palms as all of our games are available to enjoy in an Instant Play mode. However, if you still want to try our downloadable version, you can always do it by simply clicking here.

1. What should I do to deposit?

Please check out our video tutorial on how to make a deposit at Rich Palms Casino below!

2. What depositing methods can I use with you?

You're welcome to deposit via the following methods:
- credit/debit card (please, make sure it is not a pre-paid or gift one). We accept VISA, MC, and Amex;
- Neosurf voucher (you can purchase a physical voucher or buy it online);
- PayID;
- Bitcoins (check our detailed video instruction below).

Please, pay attention that some of the options are available for specific countries/regions. You can check all the options available in your region in the Cashier.

Please check out our video tutorial on which deposit methods you can use at Rich Palms!

Please note that in order to deposit with Bitcoins, you need to own a Bitcoin wallet. There are various services that offer an opportunity to create a Bitcoin wallet: Coinbase, Trezor, Ledger. Check the video: https://youtu.be/RRjiIrpJFGQ. If your Bitcoin wallet already exists:

* Enter into your account and go to the Cashier on our website.

* Indicate the deposit amount ($25/25 AUD minimum) and click Next

* A Bitcoin address and the amount you need to send in BTC will appear. It is the address that is valid for that current deposit only. (Please note that every time you make a new Bitcoin deposit, you’ll need to create a brand new Bitcoin address.)

* Copy the Bitcoin Address from the Cashier, and then deposit the amount you see in the Cashier to this address. (If you use Coinbase, you can check the following link: click here )

* Please do NOT refresh or close the tab or browser when this process is underway!

* Upon completion, a confirmation will appear, and within 10-20 minutes, the deposited amount will appear in your playable balance.

* In addition, this address accepts only Bitcoin, so it will NOT work with Bitcoin Cash.

3. How do I change the currency on my account?

Please check out our small video tutorial on how to change the currency on your Rich Palms account:

Please note that it is not possible to change currency as it is chosen once during account creation. If you noticed that the wrong currency was chosen for your account - please contact our Customer Support Desk.

4. I accidentally deposited the wrong amount. What should I do?

Please always double-check the amount you're depositing. However, if such a situation occurs, you need to contact our Customer Support Desk immediately. Please, do not start playing if you appeared in such a situation. Let us know as soon as possible, and we will find the best solution to fix it for you.

5. Can I use my friend's/brother's/husband's etc. card?

We really appreciate it when our clients use their own cards to place a deposit. We do not advise using someone else's card as each and every player has to take full responsibility for all the actions at our casino, including the deposits made. If you are making a deposit using someone else's card - part of your responsibilities lies with the cardholder. In addition, such actions can complicate your withdrawal procedure, as we will need to request additional documents from you.

However, in case you do not have any other options than depositing with someone else's card, please provide us with the following documents:
- Copy of your and cardholder's IDs;
- Copy of used credit/debit card;
- Card Authentication form filled out and signed by the cardholder.

1. How to claim the Bonus?

Please check out our small video tutorial on how to redeem the coupon code and check whether it's active at Rich Palms!

You can claim any Bonus by simply following one of the next options:
* You can redeem any offer you see on our Website by simply clicking the Claim Now button.
* You can enter your Cashier >>> Click on the Coupons section and choose the best offer for you >>> Activate it by clicking the Redeem Coupon button.
* If you've received an e-mail with the code that can be applied at Rich Palms casino, you can activate it by putting the code into the corresponding field in the Cashier.

To check the status of the promotion, you need to go to Cashier >>> Coupons >>> Active coupon. In this section, you will find whether the code was activated and what the Terms & Conditions of the Bonus are.

2. What games can I play with the Bonuses?

Rich Palms offers different kinds of Bonuses. Depending on the Bonus type, you will get a Bonus for slots/card games/video poker/roulette, or else a number of Free Spins that you can use on a specific slot machine. You can redeem any Bonus codes in the Lobby by clicking on the Claim Now button.

3. Are there any limitations when I play with Bonuses?

We provide you with Bonuses so that you can receive some free money from our casino. However, there are certain conditions you need to follow:

1. All of the Bonuses have their own wagering requirement. It is the total amount of money you need to place bets for before you can cash out your winnings.
2. Some of the offers can have max CO. It is the maximum amount of money you can withdraw after the wagering requirement is complete.
3. Also, the maximum amount of the bet you can place while playing with Bonuses should not exceed $10. If you place higher bets, your winnings will become non-cashable.

In order to check the limitations of an active Bonus and your wagering process, you simply need to click on your balance.

4. What Bonuses do you offer?

We offer our depositors various Bonuses:
- Welcome Bonuses (for the first 3 deposits)
- Regular Bonuses (available after the 3rd deposit is made)
- Holiday offers with awesome conditions available during a certain period of time.

Also, Rich Palms offers different forms of Bonuses for slots:
* The first group offers a certain percentage on top of your deposit;
* The second group offers percentage and Free Spins for a particular game;
* The third group offers just Free Spins that will be added once the coupon is activated with the deposit.

Please, check the Terms & Conditions of the Bonus attentively before redeeming it. If you need any assistance with the explanation - please contact our Customer Support Desk.

5. I am new here! How do I receive a Free Bonus?

Rich Palms always makes sure you have Bonuses to enjoy your stay with us. You can receive a Free Bonus via one of the following options:
* You can redeem any offer you see on our Website by simply clicking the Claim Now button.
* You can enter your Cashier >>> Click on the Coupons section and choose the best offer for you >>> Activate it by clicking the Redeem Coupon button.
* If you've received an e-mail with the code that can be applied at Rich Palms casino, you can activate it by putting the code into the corresponding field in Cashier.

Or you can simply contact our Customer Support and ask for a Free Bonus at any time!

If you're using a mobile version, you can click the Coupon button at the bottom of the screen and enter the code, or you can also drop a line at our Live Chat, and our Customer Support will be glad to help you out!

1. How can I cash out my winnings? The system doesn't allow me…

In order to withdraw your winnings, you need to make sure the wagering requirement is complete (in case you are playing with the Bonus).

If you see the following errors when you are trying to request a withdrawal, it means that the documents for the withdrawal are not sent or not checked yet. Before making a request, please make sure all the necessary documents are provided and are completely approved by our Finance department.

2. How long should I wait for my withdrawal?

Withdrawal times may vary, depending on the payment method you choose. All withdrawal times are presented in our Cashier section, along with relevant detailed information. In general, it takes 8-20 business days for you to receive your withdrawals.

There are 3 main steps that you need to pass to receive your winnings:
1) Documents approval. You're sending us the documents to confirm your personal details. Once your documents are received, it takes up to 4 business days for our Finance to check them. You will receive an email confirmation about the final status from the Finance department.
2) Withdrawal request approval. Once you've requested the withdrawal, it takes 2-7 business days for our Finance to approve your request.
3) The funds hit your balance. It takes from 48 hours to 10 business days, depending on the withdrawal method chosen.

3. How to make a withdrawal request?

Please check out our small video tutorial on how to make a withdrawal request below.

4. What withdrawal methods can I use to get my winnings?

One of the main and the most secure withdrawal options that Rich Palms offers its players is sending their winnings via Bank Wire, that's why all the customers need to provide us with their Bank Wire details in the Withdrawal Application Form.

5. Are there any fees?

There are no additional fees from the casino’s side, but we're not to be held responsible for any other fees charged by the payment operators.

1. I was charged for a bit higher amount than I actually deposited. What should I do?

Please note that Rich Palms Casino does not charge any fees from our customers. However, since depositing with us is considered an international transaction, the processing bank can apply a small fee to the purchase.

If the amount is higher than expected, you are welcome to contact our Support team and send a screenshot of these transactions. We guarantee to find a pleasurable solution for you to feel comfortable playing with us!

2. I forgot my password. Can you reset it for me?

The password recovery procedure is a simple process at Rich Palms. Please check out our detailed video tutorial on how to do it!

3. Can you make a deposit for me? I noticed this option in the Cashier, I will provide you with all my details.

Please note that we do not make deposits over the phone for our clients as it is not secure to share your personal details in this way. Deposits should be made only from your side. However, if your transaction was not successful, you are welcome to contact our Customer Support Desk for further assistance.

4. How can I contact Customer Support? Can I call for free?

In case you need any help or assistance, our Customer Support team works 24/7. You can contact them via:
* phone number (+1 855 2798 143)
* e-mail address ([email protected])
* Live Chat button

All calls on our Rich Palms number are free. However, you can also drop us a message in a Live Chat, and we will give you a callback straightaway.

5. I have a question that is not mentioned here.

Rich Palms is happy to provide you with 24/7 five-star customer service, so we are waiting for your message or call at any time!