24 Hour Help

Casino

The Casino Lobby has two pages the Home Page and the Lobby Main Page.

The Home Page displays information about the Casino.
The Lobby Main Page displays the following information:

Choose Your Category section

The Choose Your Category section displays the available game categories such as, Slots, Video Pokers and Tables..

Click a game category to display a list of game types such as, Reel Slots or Standard Video Pokers.

Click the game type to display a list of games in the Choose Your Game section.
Choose Your Game section

The Choose Your Game section displays a list of games for the game type you selected in the Choose Your Category section.

Information about each game is displayed such as, the jackpot value in a slot game and the number of card decks used in a Blackjack game.

Click the required game in the list. The game’s details are displayed in the Game Description section.

Double-click the required game name in the list to start playing.
Game Description section

The Game Description section displays information about the game you selected from the list in the Choose Your Game section.

Options Button

The Lobby Options function enables you to customize different Casino settings.

Click the Options button to open the Options menu.

The following options are displayed:

Open Account
Enables you to open either a Guest or Real Player Account.
Change Password
Enables you to change your Casino Password.
Sound
Enables or disables the game play, win and background sounds.
Background Sound
Enables or disables background sound.

Note:
If the Sound option is selected the Background Sound options is automatically disabled.
Enable Similar Games List
Displays or hides the Similar Games list in the Casino Lobby.

Menu Button

The Casino fly-out menu offers you an alternative navigation method to the Casino Lobby.

Click the Menu button on the Information bar, displayed on the top left corner of the screen.

Options on the Casino fly-out menu are:

Games
Enables you to select a game.

Note:
- The Plus (+) symbol represents a Bonus Slot game.
- The Circle (o) symbol represents a Progressive Slot game.
Options
Enables you to customize different Casino settings. For more information, see the Lobby Options section.
Intro Movie
Enables you to play the Casino Introduction Movie.
Casino Links
Displays different Casino links such as, a link to the Casino web page.
Casino Mail
Enables you to access Casino Mail or send a Casino Mail.
Message of the Day
Enables you to access the Message of the Day.
Help
Opens the Help.
Readme.txt
Opens the Readme document.
Exit Casino
Enables you to close the Casino.

Click the links for more information about the Casino Lobby Screen Features:

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How To

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Technical Questions

What are the minimum system requirements?

- IBM PC compatible computer
- Pentium 100 or higher
- 16 MB RAM • 8-bit color SVGA (640x480) - 256 colors
- Microsoft compatible mouse
- Standard Sound Blaster - compatible sound card (optional)
- 1MB Video Card - or better Recommended:
- Pentium 233MMX or better
- DirectX 3 or higher
- 32 MB memory or better
- SoundBlaster compatible sound card
- 2 MB SVGA screen card capable of 16-bit color (65535 color mode)
The casino software is compatible with Windows XP, 2000, NT, 98 & 95 operating systems

Text Not Displaying In Non-English Casinos

To enable a non-English Casino to display text correctly in a specific language, your machine Operating System must be the same language as the Casino.

If your Operating System is not the same language, you must install the full Language Pack for the specific language, and configure your Regional Settings accordingly.

Note:
If you only configure your Regional Settings, the Casino does not display text correctly for a language. You must also install the relevant Language Pack.

Refresh

Refresh displays the results of the last game played, when you return to that game.

Note:
This does not apply to Live Dealer games due to the games being played in a live environment.

Refresh does the following if you are disconnected from the Casino Server or Internet

If your computer is disconnected before the results of the last game are displayed, then the amount you won or lost, your credit balance, and the final game state is displayed when you return to the game.
If your computer is disconnected while a game is in progress, and you can still make decisions in the game, you are able to complete that game when you return to it.
If the request to play a new game does not reach the Casino Server before you are disconnected, the results of the previous game is displayed when you return to the game.

Important:
Refresh is not available for Guest Account users.

Disclaimer

The Casino strives to ensure the full protection of all its clients and their bets. However, there are certain events that are beyond the Casino's control.

If a line has been disconnected or become unresponsive, when you log on to the Casino the balance of credits recorded on the Casino server after the last bet was completed, is displayed.

We regret the imposition of the above, but it is necessary to avoid further complications.

By placing any further wagers with the Casino, you accept the results of any previous wager. As such, at the Casinos discretion, the results of the previous wager are no longer in dispute and no refunds or other adjustments will be granted. If you feel the result of any of the games is unfair or incorrect, contact the Casino immediately and report the discrepancy.

All games are played strictly subject to the Casino's terms and conditions. By playing at the Casino, you agree to abide by these terms and conditions.

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Troubleshooting

Select the type of problem that is occurring in the Casino:

Note:
If your question or problem is not discussed, contact the Casino so that our Support Staff may assist you.

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FAQ

How secure are my transactions?

Deposits at Golden Lounge are processed using state of the art 128 bit encryption, making depositing money at Golden Lounge as safe as using your local Bank! If you have any questions about this contact us at, support@goldenlounge.com.

What methods can I use to make a deposit at the casino?

Some of the payment methods Golden Lounge accepts includes:

Visa
MasterCard
Diners Card
Click2Pay
EZIPay
Wire Transfer
Firepay
E-Check
NETeller
Electronic Check by Citadel
ECO Card
Money Bookers

Approved transactions will be automatically credited to your account so you can begin playing immediately. Please note that you can register a maximum of FIVE cards per player and deposit limits on each registered card are refreshed back to $5000 every Thursday at midnight GMT time for account older than 7 days. If you require additional refreshing of your credit cards please email support. If you wish to register additional credit cards or increase deposit limits please email our support team at support@goldenlouge.com

How do I make a deposit at the casino?

When you are connected to the casino you click on the Bank button, which takes you to the Golden Lounge Bank page which is styled like an ATM. From here you can select your preferred method of payment and follow the simple prompts to make your deposit. For more information go to the Deposit Helper within the banking pages.

How do I withdraw my winnings?

You can withdraw from your Cash account provided Bonus and Cash account terms and conditions have been met. It's not necessary to withdraw your credits at the end of each session as the balance will remain in your account and be available immediately next time you connect. Please note that the minimum withdrawal amount is $50.00.

Withdrawals can be made by accessing the banking section via the bank button within the casino. Click on the withdrawal button and put the amount you wish to withdraw in the box and select your Preferred Method Of Payment (PMOP). It is automatically recorded in the software and you will be sent an email confirming your withdrawal.

How long does it take to get my money?

Withdrawn funds will be held in pending for 48 hours, during which time you may reverse the withdrawal in order to continue playing. After 48 hours, the amount withdrawn will be processed in the following manner:

Mailed checks - up to 21 working days
Eco Card - 1 to 2 working days
OCT (Visa) - 3 working days
Courier Checks - 3 to 6 working days
Wire/DBT/Swift transfer - 6 to 10 working days
NETeller - 1 to 2 working days
EZIPay - 1 to 2 working days
MoneyBookers - 1 to 2 working days
Click2Pay - 1 to 2 working days
Initial CADEFT withdrawal timeframe: 5 to 7 working days

Due to increased security procedures, players that have not previously received withdrawals via these methods will be subject to additional verification checks which may take up to 5-7 working days. Subsequent CADEFT and ACH withdrawals: 3-5 working days

How are my winnings refunded?

Funds that are withdrawn are first credited back against any deposits (where applicable) that you have made over the last six months. *Note* Some of our financial processors do not allow credit card refunds. Winnings above the value of your deposits are sent back via your Preferred Method Of Payment - PMOP as specified by you in the banking pages within the Casino.

How do I Reverse a Withdrawal?

Players are able to automatically reverse any of their withdrawals within 48 hours, by simply selecting this option from the Banking section of the Casino. If you wish to reverse a withdrawal after this time, you can contact support@goldenlounge.com and depending on the status of the withdrawal we may be able to reverse it, so that you may continue playing.

Why are my deposits being rejected?

Deposits can be rejected for numerous reasons many of which have nothing to do with your credit. Your request for a deposit is sent via the internet. If your deposit request is interrupted along this route, our bank will reject the transaction instead of processing it with incomplete data.

Additional reasons are that your billing information doesn't match the credit card information that you entered on the casino banking page. If you put in a different zip code or your house address and your bill is sent to your office then the deposit more than likely will be rejected. If you feel that your rejections are an error then firstly check the credit card information that you used to register the card. If you feel there may have been an error then contact the help desk and we can remove the card so that you can re-enter the details.

Your credit card company may have set controls (or barriers) to prevent potential fraudulent transactions. If several deposits were rejected within a short period of time, your credit card company may block your card for all transactions. This is an automatic response and may also happen if three or more deposits for the same small amount are processed by one merchant (or processor) to your credit card.

The casino also has weekly limits on credit cards that may have been reached. You can request that your card be refreshed by contacting our support desk.

Some credit cards may also have been blocked due to international sales, internet problems and traffic congestion which may cause rejections. You may also have been experiencing problems due to your issuing bank denying you your right to play online. This has been particularly bad at Providian, Bank of America, Wachovia, Wells Fargo, Citibank and Capital One. Should you be experiencing problems depositing on your credit card, please contact our call centre on support@goldenlounge.com

If you feel that your credit card is getting rejected incorrectly please contact the help desk so that we can assist in resolving the problem.

What happens if I get disconnected?

If, for any reason, you are disconnected from the Casino server, the Casino cannot be held liable for any losses that may result from this disconnection. The balance of your account is recorded on the Casino server and is not affected by the disconnection in any way.

If a line has been disconnected or become unresponsive, when you log on to the Casino the balance of credits recorded on the Casino server after the last bet was completed, is displayed. We regret the imposition of the above, but it is necessary to avoid further complications.

By placing any further wagers with the Casino, you accept the results of any previous wager. As such, at the Casino's discretion, the results of the previous wager are no longer in dispute and no refunds or other adjustments will be granted. If you feel the result of any of the games is unfair or incorrect, contact the Casino immediately and report the discrepancy.

All games are played strictly subject to the Casino's terms and conditions. By playing at the Casino, you agree to abide by these terms and conditions.

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