My account has been moved and I cannot login?
Please set a new password on your account using the "Forgot your password?" link on the front page. You will get an email to reset your password. Use your email address or username and new password to login to your new account.
I have forgotten my password, what do I do?
Entering an incorrect password can often result in an 'login failed' code. As passwords are case sensitive, check to ensure your Caps Lock is off. If your troubles persist, select the 'forgot password' button and a new password will be issued to the e-mail address registered on your account.
How do I change my password?
Click on the my account button and then select my profile where you can change your password under the password tab.
How do I change my registered email address?
At this time you cannot personally change your email address but if you can show good reason for the email address change, please contact Customer Support for any changes to your account details.
Is there any way I can check my account activity?
You can check your account activity by going into 'my account' once you have logged in, or you can contact Customer Support for any information.
Is it possible to change my username?
You cannot change your username. This is for security purposes since changing the username can disrupt the system data and raises security alerts.
Who can I consult if I think I have a problem with my gambling?
Participating in online gaming can be exciting and fun for those who choose to play. However, we are aware of the possibility of gaming abuse and the repercussions it could have on an individual. Because of this, we take every precaution to ensure that our products and services are used only by those who have legal right to do so. Under no circumstances are any gamers allowed to play for real money unless they meet the minimum age requirement of 18 or the standard legal age to participate in online gaming in the country of their residence.
I am not getting a response to my questions when I e-mail the Support Team?
We reply to all customer service e-mails as soon as possible. As some require more detail and investigation of an issue, response time may vary based on the nature of your inquiry.
How do I open an account?
You can create an account by clicking on "Join Now" in the right top corner. Please note that your username and your account currency cannot be changed at a later stage. Before submitting your details please make sure you declare that you are over 18 and agree to our "Terms and Conditions". You can immediately log into your account using your username and password.
Why am I having problems creating an account?
Please contact Support to assist you with this.
Why do I need to open an account to play your games?
We need you to open an account with us because by doing so you are agreeing to abide by our rules and regulations which include you agreeing you are over the age of 18.
Why is my personal information required? Are my personal details safe with you?
We need your personal details to confirm your Identity, age, proof of address and also for any financial transactions. We use the most up to date data encryption techniques to safe guard your personal details.
Do I need to make a deposit to be able to open an account?
No, you can play in our Casino and also play Poker for fun if you wish.
Can I have more than one account?
No, only one account is permitted.
Is there any minimum age requirement to play?
You must be at least 18 Years of age to play on our site.
I havent got an activation email from you. What do I do?
This can take up to one hour depending on which email provider you have. Check your junk mail and your spam filter if the email has ended up there. If you haven´t received it, please contact Support and we´ll help you.
I have registered an account but provided an incorrect e-mail address, and therefore cannot activate my account.
Please contact Support.
I'm not sure if I have an account with you from before, my e-mail address is firstname.lastname@example.org, can you look into this?
Of course. Please contact Support and give us your e-mail address, name and date of birth so we can check it for you.
Where is your website based?
Our website is based in Malta.
Is your website licensed?
Yes we hold a valid EU License for sportsbetting, casino and poker.
How safe is my credit card information?
We use the most advanced data encryption techniques to guarantee that your information is only available to a select few within the site family. We encrypt all your information using the internationally accepted industry standards SSL encryption algorithms. That means all of your information going back and forth; from your address, to the cards you are being dealt is being protected by the same amount of security a bank would use.
How do I know my financial information is secure?
We encrypt all your information using the internationally accepted industry standards SSL encryption algorithms. That means all of your information going back and forth; from your address, to the cards you are being dealt is being protected by the same amount of security a bank would use.
How do I know my money is safe?
All client funds are held in a separate client trust account the Bank of Valletta. This is in compliance with the Lotteries and Gaming Regulations of Malta with whom we are licensed. Client funds are completely 'ring-fenced' from corporate funds and are held securely in this way to ensure client funds are held safely and are always available to clients.
How can I identify any payments or withdrawals on my bank/credit card statement?
All deposits and withdrawals which appear on either your credit card or bank statement will always be accompanied by a descriptor in which Viral Interactive LTD will be mentioned. This will allow you to keep track of your deposits to and withdrawals from the site.
Can I use more than one payment method?
Yes you can but we may need documentation for any changes in financial methods.
Why won’t your website take my card?
Some credit card issuers maintain a rule that does not allow you to make direct deposits to online gaming sites. You may want to contact your card provider to discuss this matter, or try one of the e-wallet depositing options instead. For further assistance please contact customer service.
What do I do if my card deposit gets declined or rejected?
Occasionally if you attempt to deposit a second time before your most recent deposit has gone through, it may count towards your 24 hour and weekly deposit limit and hence cause a deposit problem. The most common cause for this to occur is due to improperly filling out the fields in the request form. Please contact our customer service to have this rectified. Also some credit card issuers maintain a rule that does not allow you to make direct deposits to online gaming sites. You may want to contact your card provider to discuss this matter, or try one of the e-wallet depositing options instead.
Can I use my card to deposit into my friend’s account?
You cannot do this as this is deemed to be a third party transaction and under no circumstances allowed.
I have deposited from the wrong card in error – is there anything I can do?
Please contact our Customer Service
Can I transfer money between accounts?
You cannot transfer money between personal accounts but you can transfer between the Casino, Sportsbook and Poker in your personal account.
What is an IBAN?
IBAN stands for International Bank Account Number. IBAN is used in international bank wire transactions and makes withdrawals of your winnings easier.
What is a CVC2 code?
CVC2 is an acronym for "Card Verification Code". This code is required as a security measure when making international telephone purchases and internet payments by credit card. This code consists of three digits and can be found on the back of your credit card.
You have requested documents from me in connection due to my withdraw - why should I provide you with this documents?
This is a requirement of the LGA (Lottery & Gaming Authority Malta) which has given us our gaming license. These are rules we must follow, and also for our customers' own safety but also for that we should be allowed to maintain our gaming operation.
How do I make a deposit into my account?
Click on the deposit button in the top right corner, you can then select your prefered payment method.
How long does it take for my deposit to get approved?
For most payment methods your deposit will be approved instantly. In the case of bank transfer this can take up to 7 days to be received from the bank, at which point we will credit your gaming account.
Which deposit methods do you have available?
Click on the deposit button in the the top right corner to see all of the payment methods available to you.
Which credit/debit cards do you accept?
We accept all Visa and Mastercard/maestro Credit and Debit cards as depositing methods, although there are restrictions on withdrwals from Mastercard/Maestro
Will I be charged any fees when depositing into my gaming account?
There are no fees for depositing into your gaming account.
Is there a way for me to set deposit limits?
You are able to set Deposit Limits. These can be set within your ‘My profile’ sub section ’limit’. Limits can be amended at anytime in the same section.
How do I make a deposit from my bank account?
Please click Deposit and choose Bank.
I am unable to make a deposit with my VISA-card?
Confirm that your card details are correct. Test of switching browser. Please contact us if you still are experiencing problems with the deposit and ask us to call you back so we can help you over the phone.
How can I make a withdrawal from my gaming account?
You can ask for a withdrawal at any time as long as you have met all requirements and have been authorised for withdrawals in our system. You can also withdraw as many times as you wish but, under anti money laundering and fraud prevention laws that we adhere to, we cannot allow withdrawals from your gaming account for 24 hours after a Deposit is made. The minimum withdrawal amount is 10 Euro.
Can I cancel a withdrawal request?
You will need to contact Customer Service and if the withdrawal has not been processed it can be stopped.
Can I get my winnings paid back to my credit/debit card?
Yes you can as long as it is the same card that you used to make your original deposit and the card is able to accept a withdraw back onto it.
I used my credit/debit card to deposit, can I request a payment by any other mean?
Yes you can but, we may need full documentation from you and details of your new method.
Why can’t I choose by which method I want to get paid?
This is due to Money laundering laws that we adhere to and also for yours and our security for all financial transactions, so unless authorised all refunds must go back to the same method as used for depositing.
Why is it that a withdrawal to my card takes days while a deposit is immediate?
We have a number of controls and checks that take place before any withdrawal leaves us and this delays withdrawals by approximately 12 hours. These checks are part of our ongoing commitment to maintaining the security of our customers funds. Any other delays will be due to the restrictions imposed by the payments providers.
Can I make a withdrawal from my account and have it sent to someone else?
No, this is deemed as a third party transaction and will not be permitted in any circumstance.
What is your withdrawal policy?
Your account must be enabled and have the minimum amount of money required in order to withdraw. Some restrictions may apply to players participating in any of our promotions.
Why is it that I cannot login to my account?
Check you are using the correct 'password' and 'nick' name for your account, if you still cannot login please contact Customer Support.
The website is running very slow, what can I do to speed it up?
If you have been experiencing a slow connection, please note the following: Having several browsers open, music programs running or downloading files can all slow your computer and/or internet connection. Your local internet service provider may also be experiencing lag. Sharing your internet connection within your household and in your local area can also slow your connection speed.
I don't have any sound.
Please ensure that you have a valid sound card and your speakers are not set to mute. Check to see that you have sounds selected via the 'Options' tab. The Chat Tab in the bottom right corner of the Table Screen contains an 'Options' Button where you can select 'all', 'alerts only' or 'silent'.
Why is my game so slow?
The communication between your machine and our servers has been optimized for the fastest response. If you notice that your game is moving slowly, there are two likely explanations: 1. The players on the table are taking a long time to act when it is their turn. 2. You may not have a good connection to the Internet.
Where do I find what promotions are in offer?
You can view all current offers by clicking on our promotions tab.
Can I play all the website games when I take a bonus, or are there any restrictions on which games I can play?
Please check the terms and conditions for the bonus and if in doubt contact support.
What reasons would I be declined for a promotion?
Some of the promotions will be eligible only for people from certain countries and some of customers using specific payment methods. There may be restrictions for any linked accounts and misuse of our promotions, for any advice please contact Support
What are the minimum and maximum stakes allowed?
Maximum stakes vary according to the event. If you try to place a bet greater than the maximum limit, you will receive a message telling you the maximum amount that you are permitted to bet on that selection. We do not have a minimum stake limitation.
What are single bets and multiple bets?
Single bets involve just one selection; a multiple bet requires more than one. The more selections you link together in a multiple (e.g. all the home teams in a round of the Premier League), the more you can win – but of course it is much harder!
How many selections can a multiple bet contain?
The maximum number of selections we allow in a multiple bet is 10.
How does handicap betting work?
For detailed explanations of handicap betting (1x2 with Handicap and Asian Handicaps), visit the Betting Explanation section here.
What happens if a match is postponed?
Check the rules for that sport. Some sports require the match to be played on the same day for bets to stand, bets in other sports may remain open until the match is completed or officially abandoned.
Why has my winning bet not been paid yet?
AnnaCasino require official results to be declared before markets can be settled. Sometimes online sources such as live score sites can be incorrect so settlement may be delayed until results can be confirmed.
I’ve changed my mind, can I cancel my bet?
No. Once you have confirmed your bet and it has been accepted by our server, bets cannot be cancelled.
Where can I find a record of my bets?
Your betting and transaction histories can be found under "My Sportbetting Account" when logged into the AnnaCasino website.
Why are winnings calculated differently on UK odds?
In calculating winnings, we use decimal (EU) odds as they are most accurate. UK and US odds are only for display purposes as some decimal odds do not correlate to a simple fraction.
Betting is becoming addictive for me, what can I do?
Betting with AnnaCasino should be an enjoyable pastime for everyone, but for a small minority of people, it can become addictive and create problems. Information regarding gambling addiction can be found via Responsible Gambling.
General Rules •All bets accepted by AnnaCasino are subject to these rules; •AnnaCasino reserves the right to cancel any bet made on obviously "bad" odds, switched odds or a bet made after an event has started;
How do I deposit money to the Casino?
The casino balance is separated from the main account to enable you to have an easy overview, funds are easily transferred between the two by using the ‘ Transfer‘ feature that is always available to the right in the casino when you are logged in.
How fair are the games at your website?
We would like to reassure you that the algorithms used to generate cards on our site are completely random. Our games are developed using the same Sun Microsystem's Secure Random function for Java. The random number generator and the shuffle have been designed by a PhD in Mathematics. The software we use to randomise deals has been thoroughly tested and reveals no bias or predictability, and has been approved by eCOGRA.
What happens if game play is interrupted in the middle of a game round?
The state of each game round is automatically stored in the system database. This ensures that the last game state seen by the player always is restored when game play is resumed following an interruption due to system, Internet or serve failure, or due to problems at the client side.
How many decks are there in the Blackjack game?
4 and 6 decks are used in our Blackjack games.
What are the average payouts for the website?
The payouts vary from game to game and over time, however the theoretical pay-out lie in the range of 97 %. The pay-out of the games is hard-coded and we do not adjust these.
Can I try the games for free?
Yes, you can play all games for free if you chose the ‘Play for Fun‘ mode.
What happens when I lose connection during a game round?
The game continues from the situation it was left in when you log in and open the game again. Slots that were spinning during the cut will finish the round even if connection is cut.