Casino Help & FAQ

Yes, we use 128-bit SSL (Secure Socket Layer) Digital Encryption in order to protect all transactions over the Internet. This technology is security standard, as used by all major Financial Institutions.

You can use your credit card with total confidence. All debit/credit Card details are stored on a secure server protected by the latest firewall systems.

The minimum specifications will run the casino, but players will have a better experience running on the recommended specifications below:

Minimum
• CPU: Pentium 4 2.8 GHz or AMD Athlon 3000+
• Memory: 1GB
• Hard Drive Space: 10 Gigabyte or more
• Graphics Card: 128MB memory SVGA, 800x600, 16-bit colour
• Sound Card Sound Blaster compatible sound card
• Mouse: Microsoft compatible 2-button mouse

Recommended
• CPU: Intel Core2 Duo 3 GHz or AMD Athlon X2 6000+ (3 GHz) or faster
• Memory: 2GB
• Hard Drive Space: 20 Gigabyte or more
• Graphics Card: 256MB memory SVGA, 1024x768, 32-bit colour (16-million)
• Sound Card: Sound Blaster compatible sound card
• Mouse: Microsoft compatible 2-button mouse

You will also require the following software:

• Internet Explorer 6+, Firefox 3.0.1+
• Flash Player 10+
• Windows XP (32-bit), Windows Vista (32-bit and 64-bit) or Windows 7 (32-bit and 64-bit)

Unfortunately the Casino software is not available to players using Macintosh OS.

First make sure that all your other applications are closed, then click on the Free Download button to start the software download. The initial download will take only 2-10 minutes, depending on the speed of your Internet connection. You are now ready to install the casino software application file that you saved to your desktop. Double-click to open GoldenLounge.exe - the installation wizard will then begin. Follow the prompts when requested and the software will be installed.

If the Golden Lounge icon is not on your desktop and you can't remember where you saved it, please follow these steps...

1. Open the window search function by clicking on 'start' then 'search' then 'file' and folders(alternatively, press the windows key + F simultaneously)
2. In the search field, type in ˜Golden Lounge Casino and click 'search' now
3. When the file has been found you can install the software by double-clicking on the filename in the search results

Please note: if you cannot find the installation file after following these steps your download probably did not complete. Please download the software from our website again.

Absolutely not! You only need to download and install the Golden Lounge Online Casino once. After installing the file, it is accessible from your Start Menu.

Please make sure that you have enough space on your hard drive to complete the installation. Golden Lounge Casino needs at least 30 megabytes of disk space to install.

You are probably experiencing problems caused by Internet Congestion. This usually happens during working hours when a lot of people use the Internet. The best times to download large files are later in the evening or during weekends.

Please note: this can also be the case, when files take too long to download or do not complete.

This problem is usually caused by one of three things:

• You have lost your Internet connection
• You have a very poor or slow connection to the gaming server
• You have a firewall blocking you from playing

Please note: reconnecting to the Internet, particularly in the evening or during the weekend when it is less busy, can solve the first two problems. If you think your problem is related to a firewall, please ask your firewall administrator to open port 80; you will have to make sure that you are not behind a proxy server.

You have either lost your Internet connection or you have a very slow connection to the gaming server. The gaming server will complete the last transaction and you will be able to view it the next time you log on.

Opening an account is easy with these simple steps:

1. Connect to the Internet and run the casino software, first making sure that all your other applications are closed.
2. When the casino's main screen becomes visible click on the 'Connect' button, then on the 'Register Now!' button.
3. Enter the requested details, making sure to exclude any punctuation in the fields.
4. On the second page select either 'Real Money' or 'Guest' as your player type.
5. Please remember your chosen password as you will need it later!

Please note: your password is case-sensitive and has to be entered the same way each time you log in.

When opening an account, please note the following...

• All fields are required except for those indicated as optional.
• Your date of birth must be entered in the correct format - this is 2 digits for the day, 2 digits for the month and 4 digits for the year (in that order).
• You must be over the age of 18 to become a Real Player at Golden Lounge Casino.
• The casino allows only one Guest Account and one Real Account per person. If you already have an account with Golden Lounge Casino you cannot open another one.
• If you have lost your account details please Contact Us for assistance.

Please note: if you are still experiencing difficulties in opening an account, please contact us for further assistance.

For security reasons we need you to supply us with certain details before we can reset your password. Please send us the following information:

• Your full name and surname.
• Your date of birth.
• Your address.

We will then reset your password and let you know immediately. You can also call our freephone number to have your password reset immediately or click here to Contact Us.

Your account would have been locked for security purposes as you typed your password incorrectly 3 times. Therefore:

• Your password is case-sensitive, so make sure the Caps Lock is not on.
• Please make sure to type in the correct password!
• Please note: to unlock your account please contact our 24/7 Player Support team.

Casino play is available only to persons older than 18 years of age. Minors may not under any circumstances play at Golden Lounge. If you require further information please refer to our Terms & Conditions.

Golden Lounge Casino is based in Gibraltar, which is British Overseas Territory. Gibraltar is regulated to UK and European standards. Please visit the About Us section to find out more.

Golden Lounge is part of 32Red Plc who are licensed and regulated by Government of Gibraltar, licence number 00019.

When you are connected to the casino click on the 'Bank' button, which takes you to the secure banking page. From here you can register debit / credit cards or a variety of electronic wallet accounts and instantly make a purchase of casino chips. For full details on the range of payment options, click on the Banking section.

Using your Switch or Delta card is the safest and most convenient way of depositing funds into your gaming account; the funds are deposited instantly, free of charge. Funds are also deposited instantly when using your Credit Card, with no charges levied. Golden Lounge accepts a number of other payment and withdrawal mechanisms - please see our Banking Page for more information.

Payments and withdrawals will show as...

• 'Golden Lounge' for Debit and Credit Cards
• 'Cashmove' for Firepay

You can cash-in any amount of chips in your account at any time providing any bonus wagering has been met. It is not necessary to cash-in your chips at the end of each session as the balance will remain in your account, available immediately the next time you connect. Cash-ins can be made by clicking on the ˜Bank button. Then click on the 'Cash-in' button and simply put the amount you wish to withdraw in the box. This is automatically recorded in the software and will be processed accordingly.

There are no limits or restrictions on the amounts you may cash-in through your Debit Card. Cash-ins reach your bank account within 3-4 working days. There are no charges for withdrawing money using a Credit Card. However, your cash-in can be refunded only against your original Credit Card purchase(s). It takes up to 5 working days after the request has been received - subject to additional bank processing times - for the refund to show in your account. You can credit funds back to your Firepay account. This will take between 2-4 days. There are no limits or restrictions on the amounts you may cash-in by Cheque; this process takes between 21-24 working days.

There is a £/$/€10 minimum withdrawal limit

Please note: in the interest of customer security, and for your protection, we will carry out certain checks and verifications and we may need to contact you for further details.

There is a £/$/€20 minimum deposit limit

You can track and audit your financial activity using 'CashCheck' within the casino software. CashCheck is a web-based facility giving you a comprehensive history with details of all purchases and withdrawals - similar to a bank statement.

Cashed-in funds will be held pending for 48 hours, during which time you may reverse the cash-in by simply selecting this option in the Banking section of the casino. If you wish to reverse cash-ins after this period you can contact support and, depending on the stage of the refund process, we may be able to reverse it.

Purchases can be rejected for numerous reasons, many of which have nothing to do with your credit. Your request for purchase is sent securely via the Internet, but if it is delayed along the way our processing centre will reject the transaction rather than process 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. For instance, if you have entered a different post code (Zip code) or your residential address is different to your billing address, then the purchase is likely to be rejected.

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

Please note: if you feel that your debit / credit card is getting rejected incorrectly, please contact our help desk so that we can assist in resolving the problem.

Our casino supports a Fair Gaming Policy, which means that each time a game is played the software uses the Microgaming Random Number Generator to randomly produce the gaming results. This ensures that no 'programming advantages' can be created on the casino's side that favour the house, while also preventing players from 'cracking the system 'or gaining an unfair advantage by counting cards.

Please note: for your peace of mind, we have engaged the services of Independent auditors. They review all our games' payout percentages on a monthly basis.

The most important part of an online casino is a specially designed program called the Random Number Generator. This is the program that generates a sequence of numbers which correspond to various card types, dice throws, etc. A good random Number Generator will produce numbers that are:

• Evenly distributed and correlated.
• Unpredictable.

If a Random Number Generator is evenly distributed and not correlated, each number will be hit approximately the same number of times over a large number of events. However, if it is unpredictable you will be unable to predict the next number in a series no matter how many previously generated numbers you have studied.

Please note: Guests who are playing for fun also experience the Golden Lounge Random Number Generator as it is used throughout the casino, for both play and real money. We believe it is important for Guests to evaluate the casino fully and realistically before playing with real money. Not all casinos operate in this way.

If you find yourself disconnected from the Internet while you are in the middle of a game - don't panic. In games where player action takes place during the round, such as Blackjack, Craps and Video Poker, you will be returned automatically to the exact point at which the game was interrupted, allowing you to continue from where you left, just like in any game round.

In games like Slots and Roulette, where the player does not make decisions in the game after the round has started, you can simply log back in to the casino and click on the 'PlayCheck' button to see how the game finished.

This depends on the game played. See our many different Roulette games in the casino lobby for the different variations.

The number of decks depends on which type of Blackjack you are playing. In the Casino there are games which use 2, 4, 5 and 8 decks. Each game offers a different challenge and in turn needs a different winning strategy.

In fact there are numerous ways in which Blackjack games vary, such as the options to surrender, double, split and re-split, split aces and so on. There is only one progressive Blackjack game (Triple 7s Blackjack) and one multi-hand game (Multi-hand Blackjack). All decks are shuffled before each hand, and all Blackjacks pay 3 to 2.

Here is a detailed list of our many Blackjack options and combinations:

Atlantic City Online Blackjack...
Decks: 8
Hole Card: Yes
Dealer hits on: All 17
Surrender option: Yes
Double on: Any
Split available: Yes
Re-split : Twice
Split aces: No Draw
After split: Double

Bonus Online Blackjack...
Decks: 2
Hole Card: Yes
Dealer hits on: Soft 17
Surrender option: No
Double on: Any
Split available: Yes
Re-split : Twice
Split aces: No Draw
After split: Double

European Online Blackjack...
Decks: 2
Hole Card: No
Dealer hits on: All 17
Surrender option: No
Double on: 9 / 10 / 11
Split available: Yes
Re-split : n/a
Split aces: Draw
After split: No Double

High Limit Online Blackjack...
Decks: 2
Hole Card: No
Dealer hits on: All 17
Surrender option: No
Double on: 9 / 10 / 11
Split available: Yes
Re-split : n/a
Split aces: Draw
After split: No Double

Multi-hand Online Blackjack...
Decks: 5
Hole Card: No
Dealer hits on: All 17
Surrender option: No
Double on: 9 / 10 / 11
Split available: Once
Re-split : n/a
Split aces: Draw
After split: Double

Spanish Online Blackjack...
Decks: 8
Hole Card: Yes
Dealer hits on: Soft 17
Surrender option: Yes
Double on: Any
Split available: Yes
Re-split : Twice
Split aces: Draw
After split: Double

Triple 7's Online Blackjack...
Decks: 5
Hole Card: No
Dealer hits on: All 17
Surrender option: No
Double on: 9 / 10 / 11
Split available: Yes
Re-split : n/a
Split aces: Draw
After split: Double

Vegas Downtown Online Blackjack...
Decks: 2
Hole Card: Yes
Dealer hits on: Soft 17
Surrender option: No
Double on: Any
Split available: Yes
Re-split : Twice
Split aces: No Draw
After split: Double

Vegas Strip Online Blackjack...
Decks: 4
Hole Card: Yes
Dealer hits on: All 17
Surrender option: No
Double on: Any
Split available: Yes
Re-split : Twice
Split aces: No Draw
After split: Double

The Payout Table lists the amount of coins that are won for every combination. The payout amount is dependant on the coin size multiplied by the amount of coins won. You can change the coin size in the game menu. For example:.

• If you win 2000 coins, and the coin size is 25p, the total payout will be £500, OR
• If you win 1000 coins, and the coin size 25c, the total payout will be $250