Questions? We are here to HELP!
Account
How do I register a SlotGems Casino Account?
Go to the SlotGems Casino homepage click the Register button on the upper right corner and fill in the registration form (please, make sure you have read and agreed with our Terms & Conditions). Welcome to SlotGems!
I am under 18, can I play at SlotGems Casino?
Absolutely not. You must be at least 18 years old to play at SlotGems Casino. Responsible gambling is a top priority here, and not only is underage gambling strictly prohibited, but appropriate age verification checks are frequently carried out.
Are players from my country accepted?
Although everyone is welcomed at SlotGems, international treaties forbid us to support players from the US and its territories, Spain, Israel, France, Ukraine, Netherlands, Romania, Hungary, Bulgaria, Ireland, Estonia, Sweden, Switzerland, Luxembourg and Belgium Please, make sure that it is legal for you to participate in our games according to applicable laws in the jurisdiction of your residence.
I forgot my password, what to do next?
As passwords are case sensitive, check that Caps Lock is off. If the problem persists, click login button, select Forgot Your Password and enter the e-mail address you used for registering at SlotGems Casino. You will shortly receive an e-mail with a link to reset your password. Please, check your junk or spam folders if the e-mail was not received.
Where are my Account Details, and can I update them?
Log in to your SlotGems Casino account, click on your e-mail address on the right top corner and choose My Account. Here you will find everything you need: your profile and balance, transactions history and bonuses.
Can I change my Username?
You cannot change your username, so please choose this carefully when registering an account with us.
How many Accounts can I create?
Only one account per person and their family, home address, email address, IP address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.). You can get banned for the creation of additional accounts and the funds on the account can be confiscated.
Why do you require my personal info? Is it safe?
Everybody is completely safe here at SlotGems! Your personal details are required to confirm your identity, legal age and address. They are also required in order to prevent any fraud and laundering activities, and to process financial transactions. At SlotGems Casino you are perfectly safe, as we are using the most up to date data encryption techniques to safeguard your personal details.
How do I check my Account Activity? (Transactions, Bet History etc.)
Please, log in to your SlotGems Casino account, click your My Account on the left side menu and choose the Play History tab. From there you may check your bets, bonus and free spins history. Choose the Cashier and click on Transaction History tab to view a detailed report of all your transactions.
Can I unsubscribe from receiving Emails and Newsletters?
Sure, you can use the Unsubscribe feature from any of the emails you have received from us or, you can contact our Customer Support Department in Live Chat for direct assistance.
Payments
How do I deposit funds into my SlotGems Casino Account?
Log in to your SlotGems Casino account. Click the deposit button on the right top corner, select your desired deposit method and follow the instructions.
What is a CVV/CVV2 Code and where can I find it?
CVV stands for Card Verification Value and CVC2 for Card Verification Code. The code consists of 3 digits and can be found on the back of your credit card. Providing your CVV number during online purchases proves that you have the physical credit or debit card and helps reducing fraud and keeping you safe.
What are the minimum and maximum amounts I can deposit?
By SlotGems decree, the minimum deposit amount is EUR 20 / USD 20 / GBP 20 / CAD 20 / ZAR 300 / NOK 200. The maximum deposit limit will vary depending on the payment method and players Level. Check our Banking and Loyalty sections for detailed info.
Which payment methods are available at SlotGems Casino?
At SlotGems you can deposit via the most trusted payment methods of the moment: VISA, MasterCard, Trustly, Sofort, Skrill, Ecopayz, Neteller, Paysafecard and Zimpler. Other relevant alternative payment methods should be checked through your account.
My deposit failed, what can I do?
Please, make sure all the information is filled out correctly and your card or account is not expired or blocked. Possible reasons of failure may include: verification failure of VISA or MasterCard secure code; credit card limitations or blocks for online payments; insufficient funds for the initiated transactions. If all the information is correct, reload the page or try a different browser (i.e. Google Chrome) and subsequently contact our Customer Support Department via Live Chat.
My deposit was successful, but the funds were not credited to my account.
You shouldn't worry, our representatives will look immediately into the problem! First check that the funds were deducted from your card or e-wallet account. Then, contact our Customer Support providing a copy or screenshot of the transaction, so that we will be able to investigate it with the payment provider.
Is my financial info secure at SlotGems Casino?
SlotGems Casino uses the most advanced data encryption techniques to guarantee information provided to us is safe. All your information is being encrypted using internationally accepted industry standards SSL encryption algorithms. Every financial information of yours is being protected by the same amount of security a bank would use.
Withdrawals
How do I cash out funds from my SlotGems Casino Account?
Please, log in to your SlotGems Casino account. Go to Balance tab and find the Withdraw button on the top right corner. Select the relevant withdrawal method and follow the instructions.
Which withdrawal methods are available at SlotGems Casino?
You can use VISA, MasterCard, Trustly, Skrill, Ecopayz, Neteller, Paysafecard, Zimpler and Bank Transfer. For your safety we only allow cashout through payment systems you previously used to deposit. If you have deposited using prepaid card, please use bank transfer for your cashout. If you have additional questions, feel free to contact our Customer Support.
What are the minimum and maximum amounts I can withdraw?
The minimum withdrawal amount is EUR 100 / AUD 100 / USD 100 / GBP 100/ CAD 100 / ZAR 2000 / NOK 1000. Maximum withdrawal amount per transaction is EUR 5.000 / USD 5.000 / GBP 5.000 / CAD 5.000 / ZAR 30.000 / NOK 50.000. Max weekly - 5000 , max monthly - 20.000 (or currency equivalent)
I can't withdraw funds from my SlotGems Casino Account?
Before any cashout, your account should be fully verified via documents which prove your age, identity and address. Double-check the information you provided when placing a withdrawal request. Have you entered the correct bank account number? Does the amount meet our min/max withdrawal limit? Do you have an active bonus that needs to be wagered before withdrawal? Also, try to clear cookies and cache and/or use a different browser. SlotGems warrants safety of the documents uploaded from your side. But, please, note, the Casino reserves the right to request additional documents in order you to pass account verification to secure your transactions of cashouts.
Are there any withdrawal fees?
Applicable withdrawal fees, if any, can be found in the Withdrawal page.
What is an IBAN?
IBAN stands for International Bank Account Number, which is used in international bank wire transactions to process your cash out requests. You may need to clarify IBAN with your bank or dedicated bank manager.
How long does it take to have my withdrawals processed?
Our top priority is ensuring that the funds reach you as fast as possible. The processing timeframe is directly dependent on the selected payment method and the complexity of the refund assessment that we must undertake on your account. Policies, terms, availability and the timeframe regarding the process may vary depending on the time, the country and the Financial Institutions (our Acquiring Bank; users' bank). Furthermore, the date of receipt for the funds depends exclusively on the banks.
Why do withdrawals take longer than depositing funds?
SlotGems is very strict in matters of safety! All accounts should pass verification before any withdrawal is processed at the SlotGems Casino. Account verifications are part of our ongoing commitment to responsible gaming and money laundering prevention. Any other delays will be due to restrictions imposed by the payment providers, while after verification, all withdrawals will be processed considerably faster.
Bonus & Free Spins
Can I try SlotGems for free?
At SlotGems, you can try all games for free if you choose the Play for Fun mode.
Where can I find my available Bonuses?
On the top right corner of the homepage, you will find the Promotions tab with all our standard and special offers. Another way to get a bonus is via the Deposit Section and the Available Bonuses tab, choosing a specific bonus. Hint from the SlotGems! Always check our loyalty program here to learn the benefits you get for being a dedicated player. Also, make sure you have subscribed to our newsletters, so that you are always aware of the latest offers and promotions!
What is the SlotGems Welcome Bonus and how do I get it?
SlotGems has quite a reputation for its generosity! SlotGems Casino is offering a total bonus of - 300 plus 1.450 Free Spins with No Wagering, on the hottest slots we have! All you need to do is create an account at SlotGems Casino, place your first deposit and claim the bonus which will be added automatically after the transaction is completed.
Note: Please, check your balance before you start playing. In case of the bonus was not being added automatically, contact Customer Support for further assistance, before starting to play your balance.
Note: Please, check your balance before you start playing. In case of the bonus was not being added automatically, contact Customer Support for further assistance, before starting to play your balance.
What type of Bonuses can I claim/receive at SlotGems?
The types of Bonuses available at SlotGems can be defined as follows:
Free Bonus can be credited without making a deposit;
Free Spins can be credited with or without making a deposit;
Free Spins can be with or without wagering requirements;
Free Spins can be double or triple the minimum bet (eg SLOT has 0.10/bet, double bet 0.20/bet or spin);
Deposit Bonus can be credited upon making a deposit;
Gold Points can be accumulated through real cash wagering;
Cashback can be credited with or without wagering requirements;
Free Bonus can be credited without making a deposit;
Free Spins can be credited with or without making a deposit;
Free Spins can be with or without wagering requirements;
Free Spins can be double or triple the minimum bet (eg SLOT has 0.10/bet, double bet 0.20/bet or spin);
Deposit Bonus can be credited upon making a deposit;
Gold Points can be accumulated through real cash wagering;
Cashback can be credited with or without wagering requirements;
What are the wagering requirements for Bonuses and Free Spins?
Before you can withdraw any winnings, your bonus must be wagered. All bonuses and qualifying deposits are subjects to a 35x wager of the corresponding amounts.
Do all games count the same towards my wagering requirements?
The type of game you play contributes a different percentage towards your wagering requirement:
Classic Slots, Video Slots and Keno count 100% towards the bonus wagering.
Table Games, Video Poker Games, Jackpot Games, Live Dealer Games and Jackpot 6000 count 0% towards the bonus wagering.
Reel Steel, Jack and the Beanstalk, Flowers, Jungle Spirit: Call of the Wild, Blood Suckers, Blood Suckers II, Joker Pro, Kings of Chicago, Creature from the Black Lagoon, Steam Tower, Twin Spin & Reel Rush count 30% towards the bonus wagering.
Also, please note that the following games are restricted whilst having a Bonus:
All versions of Craps, Video Poker, Rummy and Keno, all Jackpot Games, and the following Slot games: Mega Joker, Dead or Alive, Big Bang, Eggomatic, Lucky Angler, Wild Turkey, Koi Princess, Champion of the Track, Robin Hood, Simsalabim, Cosmic Fortune, The Wish Master and Wild Water.
Classic Slots, Video Slots and Keno count 100% towards the bonus wagering.
Table Games, Video Poker Games, Jackpot Games, Live Dealer Games and Jackpot 6000 count 0% towards the bonus wagering.
Reel Steel, Jack and the Beanstalk, Flowers, Jungle Spirit: Call of the Wild, Blood Suckers, Blood Suckers II, Joker Pro, Kings of Chicago, Creature from the Black Lagoon, Steam Tower, Twin Spin & Reel Rush count 30% towards the bonus wagering.
Also, please note that the following games are restricted whilst having a Bonus:
All versions of Craps, Video Poker, Rummy and Keno, all Jackpot Games, and the following Slot games: Mega Joker, Dead or Alive, Big Bang, Eggomatic, Lucky Angler, Wild Turkey, Koi Princess, Champion of the Track, Robin Hood, Simsalabim, Cosmic Fortune, The Wish Master and Wild Water.
How can I check my wagering process?
You can check your progress, together with the bonus details, in My Profile > Withdraw when initiating a withdraw all active Bonuses and the corresponding progress will be displayed.
Technical Queries
The games and/or the website are running slow. What should I do?
First, make sure that your Internet connection has no interruptions. Close any background programs that might drain your bandwidth. Make sure you have the latest version of your browser installed and the latest version of Adobe Flash. If the problem persists, contact our Customer Support Department via Live Chat.
What happens when a game freezes in the middle of a round?
There is no reason to worry, if a game freezes, you will end up exactly where you left off next time you open it. If there is no option for you to do so, the round will be completed on the server even if your computer is frozen or your Internet connection stopped working. Any winnings will be credited out to your account.
I cannot open a game, why is that?
There may be numerous reasons for this. For example, your country can be restricted by a specific game provider and/or for a specific game (i.e. Netent games are restricted for Canada). Please contact our Customer Support to clarify if so. Another reason could be that you lost contact with the server. Try to clear cookies and cache, re-log in to your account and start over from scratch for the game to load.
How can I take a Print Screen?
For Windows users: press PrtScn. Windows captures the entire screen and copies it to the clipboard. Open MS Paint paste the image (holding down simultaneously Ctrl and V) and save the file with an appropriate name.
For Mac users: hold down simultaneously Command, Shift and 3. Your Mac will capture the entire screen and save it as a file on the desktop. The file name will look like \"Screen shot 2019-02-28 at 08.45.00 AM.png\". Saved file can easily be attached to an email and sent to us.
For Mac users: hold down simultaneously Command, Shift and 3. Your Mac will capture the entire screen and save it as a file on the desktop. The file name will look like \"Screen shot 2019-02-28 at 08.45.00 AM.png\". Saved file can easily be attached to an email and sent to us.
Responsible Gaming
Can I limit my Gambling Activity?
SlotGems is committed to ensuring your safety and well-being. To help you manage your spending, we offer deposit limits that can be set by contacting our Live Chat support team. This feature allows you to maintain control over your gaming experience and spend responsibly. If you have any questions or need assistance setting up a deposit limit, our team is here to help.
How do the limits work?
When you have reached the limit per day/week/month you cannot deposit more within the corresponding set period. If you win, however, you will be able to wager with the money you have won. Please read above for the gambling limits timing specifications.
How do I close my SlotGems Casino Account?
In the hopefully unlikely event that you would like to leave SlotGems, there are the following options to close your account at SlotGems Casino.
You may close your account by contacting our Support Team via [email protected] or directly via Live Chat. Let us know the reason for closing your account and for how long you want the account to remain closed.
You may use the Cooling Off period option for a week, a month, 3 or 6 months. The setting is applied immediately. During a Cooling Off period you will be blocked from depositing to the casino and will be excluded from all promotional offers. Upon expiry, your account will be automatically reinstated, and you will receive an e-mail notification.
You may close your account by contacting our Support Team via [email protected] or directly via Live Chat. Let us know the reason for closing your account and for how long you want the account to remain closed.
You may use the Cooling Off period option for a week, a month, 3 or 6 months. The setting is applied immediately. During a Cooling Off period you will be blocked from depositing to the casino and will be excluded from all promotional offers. Upon expiry, your account will be automatically reinstated, and you will receive an e-mail notification.
I seem to have a gambling problem; can I get help?
We completely understand! Playing at SlotGems Casino should be something positive and entertaining, whilst also thrilling and fun. Sometimes it is hard to control how much we want to play in relation to how much we can afford to lose. In this case please check our Responsible Gaming page.\"