FAQ

 

All of us at Fruity Casa wants the time that you spend with us to be as enjoyable as possible. If you have any problems or questions, please don’t hesitate to let us know. Before you seek for support via mail, ticket or Live Chat, please have a quick look at our FAQ page where you can find answers to the most general questions. That way you may save some time. If you can't find the answer to your question, please don't hesitate to contact us. We'll be more than happy to help you!

Questions

First, click on the "SIGN UP TODAY" button. Second, fill in all the required fields and click on "REGISTER". Third, check your mailbox for the activation email and follow instructions. Lastly, use your username and password to login at Fruity Casa.

- The email is still in transit. Depending on how busy your ISP is, it could take a couple hours before the email arrives.
- The email has been delivered in your spam box. Check if the activation mail landed in your junk or spam folder.
- Maybe you have typed the wrong email address during registration.

All applicants must be over 18 years of age to register with Fruity Casa. We reserve the right to ask for your proof of age and suspend your account until satisfactory documentation is provided.

Internet Gambling may be illegal in the jurisdiction/country in which you are located or residing. Fruity Casa does not intend to enable you to contravene applicable law. You are responsible for any gaming activity and you are also responsible for ensuring that you are not contravening any law or legislation prohibiting gaming online. Before relying on any information contained on Fruity Casa, you should consult the rules of your jurisdiction.

Fruity Casa can't open accounts, process bets or financial transactions, for individuals residing in American Samoa, Belgium, Denmark, France, Guam, Israel, Italy, Northern Mariana Islands, Spain, Turkey, United States Minor Outlying Islands, United States of America and US Virgin Islands.

If you wish to change your personal details, please contact Support.

First, click on "LOG IN". Second, click on "Forgotten Password". Lastly, fill in the required fields. An email will be sent to your registered email address. You will need to click the link in this email to confirm the change of password.

You can visit our Support page by clicking here. On this page you can find all the information about getting help.

We offer two kinds of support:
- We offer 24/7 customer support via email or ticket. You can send an email to support@fruitycasa.com or you can create a ticket when you are logged in.
- We also offer support via Live Chat.

If your funds are not in your player account after a deposit attempt, this means the deposit has failed. Please ensure that you have sufficient funds in your wallet/bank acccount. Please contact our Support Department if the problem persists.

Fruity Casa does not charge fees for using any deposit methods. However, you are responsible for any fees charged by the payment method, your bank, or card issuer.

Yes, you can do this by logging in, go to your Account page and click on "Withdraw". Choose the withdrawal method and request the withdrawal.

Fruity Casa does not charge fees for using any withdrawal methods. However, you are responsible for any fees charged by the payment method, your bank, or card issuer.

All verified Fruity Casa players have a withdrawal limit of €10.000,- per week. Our VIPS have no limits. Please contact sam@fruitycasa.com if you want to upscale your payout limit.

This includes, but is not limited to:
- copy of card being used (if applicable)
- copy of photographic identification documents, such as a Passport or Driver’s License
- documents confirming residence such as a bank statement or utility bill no older than 3 months.

Fruity Casa always strives to pay winners as soon as possible. Depending on the situation we will pay out within 24 to 72 hours. In some instances for reasons of fraud protection, social responsibility and ID verification the pending period may be longer.

It is our policy to refund withdrawals to the same account or mechanism that the original purchase was made, where possible, up to the value of your original deposit(s).

Canceling a withdrawal is possible. Any player can, at any time, cancel his/her withdrawal. First, please click on 'My account'. Second, click on 'Pending Withdrawals'. Lastly, select the pending withdrawal that you wish to cancel and submit. All funds will be instantly transfered back on your cash account.

There are two types of free spins. First, free spins which are linked to a specific video slot. To use these free spins, you will need to start the selected video slot. Your free spins will appear directly on your screen. Second, there are free spins which can be used on any video slot. All players can decide on which video slot they want to use their free spins. Simply start the video slot on which you would like to use your free spins. Your free spins will appear directly on your screen.

Depending on the type of free spins you have received, you can use them on a specific video slot or on any video slot.

The welcome bonus will be credited directly on your account after finishing your first deposit. Please note, that you have to select the welcome bonus in the dropdown menu on the deposit page.

The welcome bonus is subject to standard play-through requirements as laid out in the Promotional Terms and Conditions with the addition that you must wager on the total amount of cash and bonus funds. For example, if you deposit $100 and receive $150 bonus, and decide to play only slots, you must reach wagering requirements of 35 times $250, i.e. wager $8,750.

The following casino games are excluded from the welcome bonus: table games, poker games, virtual games, Super Hi Lo, Winners Wheel, Six Ball & Hi Lo Money Spinner. If the welcome bonus is excluded in some games, you can also see this in the money balance. The money balance shown in specific casino games will consist of bonus and cash money or only cash money. If the balance shows the cash balance only, this means that bonus money can't be used in that specific game.

When you are logged in, you can visit your account page. There you can see how much you have wagered and how much you still need to wager before your bonus money can be released.

Yes, we have many other bonuses. You can go to our Promotions Page to see a list of all our running promotions. We also keep you informed about bonuses with our newsletter.

You can visit our Promotions Page to see a list of all our running promotions.

All players can earn loyalty points simply by playing one of the casino games at Fruity Casa. Please note that the amount of loyalty points earned can vary by different casino games. Please click here for more details.

At this moment you can redeem your loyalty points for bonus money. In the near future we are going to launch a VIP shop where you can purchase the most fruitiest items with your loyalty points.

Please try to log out and log in again and try again. In some instances you need to close your browser and start the browser again. If this does not work, you can try to clear your cache and delete cookies.

We can give you a complicated way to take screenshots, but we aren't going to do that. Just download the amazing program called Greenshot at getgreenshot.org and follow the instructions.

Yes, you can play almost every game we offer in fun mode. This is the perfect way to learn how to play a game.

Every mobile device with a browser is compatible with Fruity Casa Mobile Casino.

When you visit one of our websites, we may send you a cookie. A cookie is a small file which is placed on your computer or device.
1. ESSENTIAL COOKIES
These cookies are essential for the running of our websites. Without the use of these cookies parts of our websites would not function. For example when you login to the website a session is created to allow you to browse the site and play games. Without this session cookie you would have to login to every single page you accessed.
2. ANALYTICAL COOKIES
We use these types of cookies to monitor our websites performance and how users may use it. These cookies provide us with information that helps us provide better products to our users and also to identify any areas that may need maintenance.
3. FUNCTIONAL COOKIES
Functional cookies are used to remember your preferences on our websites. This can be anything from remembering your username or recording that you have read a site message so you don’t view it again.
HOW TO CONTROL THE USE OF COOKIES
You are not obliged to accept cookies and may modify your browser so that it will not accept cookies. The browser you use to surf the web not only allows you to see the cookies that you have got but also allows you to control their use.

You can control them by allowing them, deleting them individually or deleting all of them. You can also set your browser to not accept cookies altogether. If this option is selected, you should be aware that many websites will not function properly or at all. It may be possible to set your browser to not accept cookies and ask for your consent before each cookie is set on your device. This gives you control over what is set on your device, however has the drawback of slowing down your browsing experience.

There are different levels of control too. You are able to prevent just third party cookies being deployed, effectively opting out of behavioural advertising, and some even allow you to block specific companies you do not wish to deploy a cookie, instead of selecting all companies.

In order to manage your cookies, please visit www.aboutcookies.org.

The verification process prior to a withdrawal bigger than €2000,- is a way to eliminate fraudulent activities.

First, Fruity Casa is regulated by the UK Gambling Commission. Second, our casino operates with a RNG, Random Number Generator, that has been approved by the UK Gambling Commission. Considering this, you are assured of an amazing & fair online casino experience.

Fruity Casa is committed to protecting and respecting your privacy. Fruity Casa complies with all applicable data protection and privacy laws. If you do not understand how we handle or use the personal information you provide to us then please contact customer support.

RTP is a term used in the casino industry which refers to the theoretical payout percentage that is returned to a player over a period of time. These stats will help you decide which games to play based on their Return to Player percentage. All players at Fruity Casa can view repeatedly updated RTP stats for specific casino games on the RTP Stats page. Please click here to visit our RTP Stats page.

If you wish to close your account, please contact customer support where you will be taken through a series of questions so that we can assist you with any problems (customer complaints and/or responsible gambling issues).

If you wish to open your account, please contact customer support where you will be taken through a series of questions so that we can assist you with any problems (customer complaints and/or responsible gambling issues).

You can set daily/weekly/monthly deposit limits, which can be set at a minimum of €20 per day. You can increase this limit, but would have to wait 24 hours for it to come into effect. But you can decrease your daily limits whenever you want to and they become active immediately. These can be activated by emailing the support team or use the Live Chat.

All players have the option to set time reminders in order to control the amount of time they spend playing casino games at Fruity Casa. First, open your 'My Account' page after logging in. Second, please click on 'My Details and Limits'. Lastly, click on 'Time Reminder' to set a desired time reminder.

All players have the option to set a time out period that will lock their account until the timeout period has elapsed. To set a timeout period, simply open your 'My Account' page after logging in. Thereafter, please click on 'My Details and Limits'. Here you will find a link to the concerned page, where you will need to select a timeout period and fill in your password to finish the timeout process.

Whilst the majority of people do gamble responsibly, for some, gambling can become a problem. Fruity Casa therefore advises you to follow these guidelines:
- Please try and establish limits for deposits before you commence gambling.
- Gambling is not advised if it interferes with your daily responsibilities.
- Gambling is not advised if you are in recovery for any dependency or are under the influence of alcohol or any other substance.
- Gambling is not advised if your primary aim is to recoup debts with winnings.
If you feel you have a problem, please ask yourself the following questions:
- Have others ever criticized your gambling?
- Have you ever lied to cover up the amount of money or time you have spent gambling
- Do arguments, frustrations or disappointments make you want to gamble?
- Do you gamble for long periods at a time?
- Do you stay away from work, college or school to gamble?
- Do you gamble to escape from a boring or unhappy life?
- Are you reluctant to spend 'gambling money' on anything else?
- Have you lost interest in your family, friends or pastimes due to gambling?
- After losing, do you feel you must try and win back your losses as soon as possible?
- When gambling and you run out of money, do you feel lost and in despair, and need to gamble again as soon as possible?
- Do you gamble until your last penny is gone, even the bus fare home or the cost of a cup of tea?
- Have you lied, stolen or borrowed just to get money to gamble or to pay gambling debts?
- Do you feel depressed or even suicidal because of your gambling?

Should you find yourself answering 'yes' to one or more of these questions, you may have a problem. For more information, or assistance please contact Gamcare. Gamcare is a registered charity that provides confidential counselling via telephone for anyone that is affected by problem gambling.

How to contact Gamcare: UK Helpline: 0845 6000 133 Website: www.gamcare.org.uk

Didn't find your answer? Please contact our support