About Us

FAQs of 32Red Online Casino

We have put together a list of our most frequently asked questions for your convenience. But if your question isn't answered here, please email the 32Red Online Casino Player Support Team. A member of our team will reply with your answer as soon as possible.

Security...

Is your system secure?
How safe are my credit card details?

Technical...

Personal Computer Requirements
How do I download the free software?
I have downloaded the file but cannot find it?
Do I have to download every time I want to play?
I cannot complete the installation, when I run the install file
I keep losing my connection while trying to download the file
I cannot connect to gaming server
The Slots keep spinning / Roulette wheel keeps spinning / Cards don't turn over

Registration...

How do I open an account?
I am having problems opening an account

Account Queries...

I have forgotten my password (Real Account)
My account has been locked (I tried my password 3 times)

Legalities...

Am I old enough to legally play at this casino?
Where is the Casino based?
Is the Casino Licensed?

Banking...

How do I make a deposit into my account?
How long does it take to process my deposit / purchase of chips?
How can I identify any payments or withdrawals on my bank statement?
How do I withdraw my winnings?
Are there any limits on how much I can withdraw? How long does it take?
How can I follow up financial transactions?
I made a withdrawal, but have changed my mind. How can I cancel a withdrawal request?
Why are my purchases being rejected?

Game Play...

How fair are the games at your casino?
How do you determine which cards are drawn for the games?
What happens if I am suddenly disconnected from the Internet during play?
Does Roulette have American or European rules?
How many decks are there in the Blackjack game?
How does the Slot payout table work?

Security...

Is your system secure?
We use highly technical 128-bit SSL (Secure Socket Layer) Digital to protect all of your online transactions. This is of the highest standard and is used throughout the financial industry.

How safe are my credit card details?
Our server is totally secure, protected by the most up-to-date firewall systems. So you don't need to worry about using your credit/checking account with us.

Technical...

Personal Computer Requirements
To get the most out of your user experience, we advise using certain specifications, recommended below. At this time, we do not support Mac OS.

    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)

How do I download the free software?
We offer a simple and easy online download system. Just click on the Free Download button and make sure all other applications are closed. Download time will depend upon your internet connection speed, but is usually somewhere between two and 10 minutes. Once you have downloaded the software, you then have to install it on your hard drive. Similarly, this is easy to do; just follow the instructions and prompts given by the installation wizard.

I have downloaded the file but cannot find it
This could be because you didn't save it to your desktop. If you can't remember where you saved the file, use the search function, by clicking on 'start' then 'search' then 'file and folders'. (Shortcut: windows key + F simultaneously). Type '32Red Casino into the search field and click 'search now'. If you have successfully downloaded the file, it should appear in this search and you can then begin installation by double clicking on the icon.

If the search produced no results, the download failed. Therefore, you'll need to visit 32Red Online Casino again to download the software completely.

Do I have to download every time I want to play?
Nope. The whole point of downloading is so you can play all of our online casino games whenever you want. Once 32Red Online Casino is fully installed, you can access it from your start menu.

I cannot complete the installation, when I run the install file
32Red Casino requires at least 30 megabytes of disk space to install, so check you have enough space before installation. You may need to delete unused files.

I keep losing my connection while trying to download the file
This could be as a result of internet congestion. When a large number of people are using the internet, it puts strain on the entire system and can lead to intermittent internet connection, slow download speeds and failed downloads. Download outside of business hours to get the best download speeds.

I cannot connect to gaming server
Generally this is because of one or a combination of the following three things:

  • You have lost connection to the internet
  • You connection to the gaming server is poor or slow
  • Your firewall may be blocking the 32Red Online Casino site

The first two points are easily fixed by reconnecting during off-peak hours such as evenings and weekends. However, if you think you are unable to connect because of firewall issues, you'll need to ask your firewall administrator to open port 80; you'll also need to check that you're not behind a proxy server.

The Slots keep spinning / Roulette wheel keeps spinning / Cards don't turn over
This is due to slow or absent internet connection. The gaming server will complete your last transaction which you will be able to view when you're internet connection returns or improves.

Registration...

How do I open an account?
All you have to do is follow these easy steps:

  1. Make sure you are online then run the casino software. It's best if all other applications on your computer are closed
  2. Click on the 'connect' button on the casino's main screen and then click 'register now'
  3. Enter your details (you don't need any punctuation)
  4. You will then be directed to a new page where you'll need to choose between 'real' money' play or to continue 'free as a guest'
  5. You will need to remember you password because you'll need it whenever you log in, so keep a note of it. Passwords are case sensitive.

I am having problems opening an account
Make sure all fields are completed where necessary. Your date of birth must be completed in the correct format. In Canada this is: two digits for the day, two for the month and four for the year – in that order. For legal reasons you must be over 18 years of age to become a Real Player at the 32Red Casino. Remember you can only have one account per person and this allows one guest and one real account.

Contact us if you have lost your account details or require further assistance.

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

Account Queries...

I have forgotten my password? (Real Account).
To maintain site security and integrity we require certain details from you, including your full name, date of birth and address before we can reset your password. You can either click here to contact us via email, or use our freephone number to have your password reset immediately.

My account has been locked? (I tried my password 3 times).
For security reasons, if you fail to correctly enter your password three times, your account will be looked. You can unlock your account anytime but contacting our 24/7 Player Support Team.

Remember: passwords are case sensitive.

Legalities...

Am I old enough to legally play at this casino?
For legal reasons, no one under the age of 18 is allowed to play at the 32Red Online Casino. For more detailed information, check out our Terms & Conditions.

Where is the 32Red Online Casino based?
32Red Online Casino is based in the British Overseas Territory of Gibraltar, which is regulated by UK and European law. You can find more information on our About 32Red section.

Is the Casino Licensed?
32Red Casino is licensed and regulated by Government of Gibraltar. The 32Red Online Casino licence number 00019.

Banking...

How do I make a deposit into my account?
Casino, just click on the ‘Bank’ link. You will be directed to our banking pages where you can register a variety of credit/checking accounts or use electronic wallets. Transactions are instant, so chips will be made available straight away. More detailed information can be found in the 32Red Banking section.

How long does it take to process my deposit / purchase of chips? Transactions are instant using credit and checking accounts and there is no cost to you. Find more information about the various payment and withdrawal methods we accept on our Banking Pages .

How can I identify any payments or withdrawals on my bank statement?
All payments and withdrawals by credit or checking will be identified as '32Red (Trafalgar BG)'. For Firepay, the transactions are listed as 'Cashmove'.

How do I withdraw my winnings?
First click on the ‘bank’ button. You will then be given several options, one of which is ‘cash-in’, simply click on this link and enter the amount you wish to withdraw. You do not have to withdraw all of your winnings after every session, as the system keeps your balance on record. You can withdraw your winnings any time.

Are there any limits to how much I can withdraw and how long does it take?
We do not impose any cash-in limits, however, when cashing in against your credit card, the original credit card must be used. Transactions take three-four working days for checking, five working days for credit and two-four working days for Fireplay. You can also cash-in via cheque, however this takes much longer, around 21-24 working days.

Please note: we will carry out checks and verifications in the interest of customer security, and for your protection.

How can I follow up financial transactions?
32Red Online Casino uses its own web-based tracking facility called CashCheck. This functions in a similar way to a bank statement. It details your entire history of purchases and withdrawals via 32Red.

I made a withdrawal, but have changed my mind. How can I cancel a withdrawal request?
Cashed-in funds are processed twice a day during UK banking hours (9am to 5pm Monday to Friday). Withdrawal requests outside of these hours will be held pending. While your cash-in is pending, you may reverse it by simply selecting this option in the Banking section of the 32Red Casino. If you wish to reverse a cash-in which is being processed, you can contact Support and, depending on the stage of the refund process, we may be able to reverse it.

Why are my purchases being rejected?
There are several reasons for this, below are some of the most common reasons. If you feel your purchases are being unfairly rejected, please contact our help desk.

  • If incomplete data is received by our processing team, we will reject the application rather than processing incomplete data
  • If your billing and home address do not match up your purchase is likely to be rejected. Please check you have entered the correct postcode.
  • Your bank may use certain controls to prevent potentially fraudulent transactions. You will need to contact your bank directly to get them removed for 32Red Online Casino transactions. Red flags will be raised particularly if you make several payments over a short period of time or making numerous payments through one merchant.

Game Play...

How fair are the games at your casino?
We do everything possible to create a fair gaming environment, whereby neither players nor the house gain an unfair advantage. We use Microgaming Random Number Generator, to pick results completely randomly. This prevents ‘programming’ advantages favouring the house or enabling players to crack the system or count cards.

As part of our Fair Gaming Policy, we use independent auditors to review game payouts. This is done on a monthly basis and you can view the results yourself on the Payout Report section of the site.

How do you determine which cards are drawn (dice thrown, number selected, etc.) for the games?
We use the Random Number Generator, created by Microgaming, which is industry standard. It produces results free from bias, they are evenly distributed and correlated and completely unpredictable. Due to the laws of probability, over a large number of events, each number or card will be drawn an even number of times. However, as these events are random, you will not be able to predict the results.

We use the Random Number Generator throughout our site, for both free and paying games. This is so our guest players can evaluate the casino realistically before committing to real money play. Not all online casinos operate in the same way.

What happens if I am suddenly disconnected from the Internet while I play?
You don’t need to worry about losing money. Our sophisticated software remembers where you left off, so for games such as Blackjack, Craps and Video Poker, where player action takes place during the round, you will simple be returned to where you left off as soon as your internet connection returns. For those games where player decision is made before the round has started, such as Slots and Roulette, you can just click on the PlayCheck link when your connection returns to see how the game finished up.

Does Roulette have American or European rules?
We have a wide range of gaming options so check out our Online Roulette section for more details.

How many decks are there in the Blackjack game?
Because we offer many variants of Blackjack, the number of decks also varies. The number of decks used in our online casino ranges from two to eight. However, all decks are shuffled before each hand and payout out is three to two.

Because we have so many types of Blackjack, play style and tactics will vary. Options include surrender, double, split, re-split and split aces. However, Triple 7s Blackjack is the only progressive game and Multi-hand Blackjack is the only multi-hand game.

Here is a detailed list of 32Red Online Casino's 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

How does the Slot payout table work?
The Payout Table lists all the winning possibilities and the payout size. The size of the payout is dependent on the coin size multiplied by the number of coins won. So for example, if you win 1000 coins and the coin size is 25c, the total payout will be $250. You can alter the coin size from the game menu.

This Month's Payouts

Total Payouts So Far

$159,899,545

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32Red Payment Options
Licensed by the Government of Gibraltar Fast & Secure Payments Casinomeister's Best Casino of the Decade Powered by Microgaming Payouts and randomness independently reviewed by eCOGRA Committed to responsible gaming Listed on the London Stock Exchange