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Help & Contact

All the answers to your questions and a few you might not have thought of...

Registration and Log in

I have a sports account with paddypower.com, how do I access the casino?

  • Click on the Casino tab at the top - that's it. You can use your existing Paddy Power username and password. You can also use any funds in your sports account to play.

I think I have registered before on your site, how can I check?

  • If you are unsure of your existing username and password, you can select 'Lost Username/Password' from the log in area. Alternatively, please visit the Help Centre for further assistance.

I thought I had a Paddy Power account, but I don't. What now?

I can't play games. It says "I am from a Prohibited Jurisdiction." What does this mean?

  • Residents from some countries throughout the world may be restricted from accessing paddypowercasino.com as their residential legislation prohibits them from accessing an online casino. Paddy Power Casino respects and adheres to such legislation. At times your ISP (Internet Service Provider) can route your internet connection through a country that is prohibited from paddypowercasino.com and so we believe you are trying to access from this country. In this case, you need to contact your ISP and ask to be routed alternatively.

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  • Can anyone register?

    • No. If you are located in the United States (US), it is illegal for you to register or play on this site. You must not register or try to register with paddypowercasino.com if you are located in a jurisdiction in which such registration and/or playing of the Games is unlawful or contrary to any applicable regulation. It is your responsibility to ensure that this is not the case.

    How old do I need to be in order to register?

    • You must be at least eighteen (18) years old to register on this site. At times we do request supporting documentation to verify this.

    What identification do I need to join?

    • There are times when we need to verify your account details with further paper documentation. If we are unable to verify the information that you provide to us when you register, we will require you to send us any or all of the following documentation: A copy of your Passport or Driving License; A copy of a recent Utility Bill; A copy of a recent Bank Statement; Recent documentation refers to documentation dated within the previous 3 months of submission. If we do require any of the aforementioned information we will inform you by e-mail. This is necessary for your security and to comply with Alderney gaming regulations.

    How do I send my ID to you?

    • There are 3 ways to send Identification to us: Fax, Post and email. Further information can be found in the Help Centre

    Why do you have to verify me?

    • We have to verify all users to protect our customers against possible fraudulent activities. We also implement routine security checks on player accounts in order to ensure all procedures have been implemented.

    What happens if I don't send ID to you?

    • Customers who do not wish to comply with our verification procedures will not be able to play on the site.

My Account

How do I check my financial / betting history?

  • You can check your transaction history via 'My Account'. This can be accessed, (once you are logged in) by clicking the 'My Account' button on the top of the page.

I want to change my password. How do I do that?

  • If you would like to change your password, you may do so by logging into either our sports betting website or our casino site, with your current Paddy Power Username and Password. Once logged into the site click on "My Account" and then on the "Change Password" link.

My personal details have changed what should I do?

  • You are able to change your email address and telephone numbers within the 'Personal Information' screens within 'My Account'. If you have moved homes you can update your address in the "My Account" section then click on "Contact Details". If you have changed your name, please visit the Help Centre

Can I register more than one credit / debit card?

  • Yes, you can have more than one card registered to your account, however, for security reasons you can only use one payment card for the purposes of depositing and withdrawing funds from your account at any one time. If the card you have registered with us has since expired you can update this within the 'My Account' section. If you have been issued with a new card with a completely new number, please visit the Help Centre. Changing payment types is only available when you have a combined balance (your account balance and value of any open bets) of less then £50. Depositing from one payment method and withdrawing to another is strictly prohibited.

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  • What currencies can I play in?

    • You can currently play in English Pounds Sterling (GBP) or Euros (EUR). You'll be asked to select which currency you'd prefer to use at the point of registration. You will not be able to change your betting currency once you have opened your account.

    My payment card has expired what should I do?

    • If your payment card has expired, you can change the expiry date through 'My Account'. Once you are logged in, go to "Deposit" and then "Change Payment Method". You can then update the payment type by adding the new card. You can also visit the Help Centre for further assistance.

    How do I close an account?

    • If you wish to close your account, please withdraw all your funds in the 'My Account' section and send contact our Customer Service teams, via the Help Centre.

Deposit

What methods of payment do you accept?

  • We currently accept the following methods of payment: Credit Cards: Visa, MasterCard; Debit Cards: Visa Delta, Switch & Solo; Debit Card: Visa Debit / Laser (Irish Customers only). We also accept many electronic payment types, please visit the Help Centre for further information.

How do I deposit money?

  • To deposit money into your account, please login and then click on the 'Deposit' button to access your deposit page.

What is the max / min deposit?

  • The minimum deposit amount is £5 or currency equivalent. The maximum deposit is £6,000 or currency equivalent in one transaction - if you wish to deposit more than this, you will need to contact our Customer Support Team, via the Help Centre. The maximum deposit level will also depend on the limits set by each customer using the player deposit limits function.

How do I set my maximum deposit / stake limits?

  • Once logged into your account, go to the Casino section and scroll to the 'Responsible Gambling'. You will see three options listed: 'Deposit Limits', 'Casino Limits' and 'Take a Break'. Using the first two of these, you can set deposit and stake limits. You may set any combination of limits. Please note you can reduce your limits at any time with immediate effect. If you wish to increase your limits the changes will take place after 7 days.

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  • What is 3D secure?

    • During the deposit process users may also be requested to enter their 3D-Secure password for credit card deposits. 3D-Secure Authentication is an enhanced security measure being introduced by all credit card companies for all internet payments. This internet equivalent of Chip & Pin is being activated over the coming weeks and months. If your bank/card provider has enabled this measure of security you will be prompted to enter your 3D-Secure password during the deposit process. This allows customers to interact directly with their card issuing bank and authenticate their deposit by entering a unique password to verify their identity before the payment is authorised. Here you can follow the on screen instructions to authenticate your card and carry out your deposit. If you are not aware of your 3D-Secure password you can also follow the on screen instructions given to retrieve it. For further information and a full step-by-step demonstration on using 3D-Secure with Mastercard SecureCode or Verified By Visa, please click here to see our information on paddypower.com.

Withdrawal

How do I withdraw?

  • To withdraw money from your account, please login and then click on the 'My Account' button on the left hand side of the page. Please select the 'Withdrawal' feature here. When a withdrawal is requested via Visa, Laser, Switch, Solo or Delta cards, the funds will be transferred back onto your card within 2-3 working days. 

What is the max/min withdrawal?

  • The minimum withdrawal is £5 or currency equivalent or your remaining account balance. The maximum withdrawal in one transaction is £3000 or currency equivalent. If you wish to withdraw more than £3000 or currency equivalent in one transaction please visit the Help Centre for information on how to contact us. If you are withdrawing £3,000 (currency equivalent) or more, we will ask you to provide us with paper copies of your current Utility Bill (only a bill that has been issued within the last 3 months is acceptable) AND a copy of your Credit / Debit Card statement showing your registered home address before the withdrawal can be made (only a statement that has been issued within the last 3 months is acceptable). This is necessary for your security.

Are there charges for withdrawing funds?

  • There are no charges for withdrawing funds for Visa and UK Mastercard, Switch, Solo and Delta or Laser cards. Funds will be transferred into your account within 2-3 working days. 

How long will my withdrawal take?

  • For Switch, Solo or Delta cards the funds will be transferred back onto your card within 2-3 working days. All Visa and MasterCard's within 2-3 working days.

Games

What games can I play?

  • On our site you are currently able to play games listed on the game information page. We continue to add new games all the time, so stay tuned!

What is the minimum and maximum stake?

  • We offer a wide variety of minimum and maximum stakes in order to cater for our customers' requirements. The minimum and maximum stakes vary, depending on the game you are playing - please see each game for details.

Am I eligible to play?

  • To play on our site you must be 18 years of age or over and cannot reside in any illegal gambling jurisdiction. Please remember that gambling laws differ depending on where you live and it is your responsibility to comply with the gambling laws in your country.

How do I know the games are fair?

  • Our site only offers games that give genuinely random outcomes. The randomness of the games is thoroughly tested by our third party software testing experts before they are released for play.

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  • How do you test the games?

    • To ensure that all our games are secure and robust we have spent considerable time with a number of independent 3rd parties undertaking detailed test procedures. A certified and approved auditor tests the site thoroughly. Details of the regulations required by the Alderney Gambling Control Commission may be found by visiting the AGCC Website . We hope that this continual testing process will give sufficient comfort to our members.

    How do I know the numbers are randomly generated?

    • Under our Alderney Online Gambling License our site only offers games that give truly random outcomes. In other words, Paddy Power Casino has no influence on the outcome of any one play of any one game.

    I have a complaint, how do I contact the Alderney Gambling Control Commission?

    • It is our aim to answer any questions you have, and to resolve any problems you may encounter on our site. We want you to enjoy your time with paddypowercasino.com. If you wish to speak directly to the Alderney Gambling Control Commission, please visit the AGCC Website .

Promotion and Bonuses

How do I get a Casino bonus?

  • Paddy Power Casino players are informed about promotional offers and bonuses by email, by messages sent to your account's inbox, on the Promotions page and, via the Casino homepage. To take advantage of these offers, make sure you currently allow communication from Paddy Power Casino, and follow the instructions of the promotion you want to take part in.

How do I use my Casino bonus?

  • Your bonus is instantly playable.

    All bonus information such as amounts, wagering requirements and bonus balance are found in the bonus section on the "My Account" tab in the "Cashier".

    Your bonus will be split into the below:

    • your ring-fenced (buy-in) funds,
    • your bonus funds, and
    • your pending winnings.

    When wagering towards the requirements of a bonus you will always use your pending winnings first, your ring-fenced funds second and finally your bonus funds.

    When you win, the winnings will top up these accounts in the reverse order.

    Once your bonus balance and ring-fenced fund balances are full, all other winnings will go to your pending winnings. If you wish to opt out of a promotion, you can do so in My Account > Promotion History. However, a withdrawal before the wagering requirements have been met, you will forfeit the sum of your bonus balance and pending winnings balance.

Can I use my funds in the Instant and Download Casino?

  • Yes. There is now no distinction between the Casinos from a fund/bonus point of view. All funds, be they real funds or bonus funds can be used in either Casino at any time.

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  • What does the bonus queue mean?

    • The bonus queue comes into play when you have taken more than one bonus at any one time. The first bonus that was accepted will become the active bonus and all wagering will count towards the wagering requirements of this bonus. Once the requirements for the active bonus have been met, the second bonus in the queue becomes the active bonus. All of the bonuses in the queue will show as parts of your total balance.

    In which order are bonuses processed when I have several bonuses in the account?

    • The bonuses are processed in the order in which you took them up. This order cannot be changed. Once a bonus expires, the next bonus is active.

    How can I tell which Casino funds are bonus funds and which are not?

    • At the top of the page, next to where you log in, you will see a Real Balance and a Bonus Balance. You will also see a breakdown of bonus funds and real fundsin the My Account section. Pending winnings are bonus funds accumulated while wagering towards the requirements of a bonus. You can always withdraw your real funds, but if you have a bonus balance (including any pending winnings balance) it will be cancelled when you do. To avoid this, you should meet the wagering requirements of any live bonuses, which will convert all bonus funds and pending winnings into real funds.

    Why can't I bet my full casino balance in sportsbook?

    • The reason could be that the funds currently in your Casino account are all or part of an awarded bonus. You will be able to find out by visiting the casino and looking at the balances up top next to your log in area. This will provide the details of your bonus status and real funds. Bonuses are only available for you to play in the casino and cannot be used on other Paddy Power channels.

    I want to cancel my bonus. How do I do that and what happens to my cash?

    • If you wish to cancel a bonus, you can do so by going to My Account > Promotions History. Select the bonus you wish to cancel and this will process. Any bonus funds awarded and pending winnings accrued will be deducted from your bonus balance. Your ring-fenced (buy in) funds will be released back to your main wallet.

Rewards Points and The Casino Club.

How do Reward/Loyalty points work?

  • The Casino Club is our loyalty scheme. This is a change from our old 'Loyalty Points' scheme. They are now called 'Reward Points'. Reward points have been introduced to thank all our valued customers for their loyalty. They are awarded based on amounts staked in our Casino and can be converted directly into cash! You don't have to be a VIP to earn loyalty points - everyone is automatically enrolled!

How do I convert my Reward Points?

  • Just click 'Redeem Points' on the My Reward Points dashboard on the side of the main page. Follow the simple instructions and cash will instantly be added to your balance. Minimum claim is 100 points.

How can I check how many Reward Points I have?

  • Your points will be displayed in the 'My Reward Points' area - located on the right hand dashboard.

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  • How many Reward Points can I earn?

    • There is no limit on the number of points you can earn. The more you stake the more you are rewarded!

    How long will it take to see the cash appear in my account when I convert Reward Points?

    • Once you have successfully converted the points your cash will appear immediately in your account balance.

Mobile Casino

What happens if I receive a call whilst playing?

  • The game will be paused automatically; it may lose its network connection on some phones. When your call is finished, either the game will automatically resume or you can resume by returning to the normal location of the game. You should be able to continue your game from where you left it, or log in again and resume a broken game.

Is this service secure?

  • Yes it is. Mobile Casino uses 128-bit SSL encryption technology to protect private data and this allows you to safely bet and purchase using real money from within the mobile phone. This is the Internet security standard used for online casinos, and works identically over the wireless networks.

Can I use the Mobile Casino abroad?

  • Yes. As long as your mobile service provider allows you to roam and the network you have roamed onto supports GPRS you can use the Mobile Casino abroad.

How much will the Mobile at Paddy Power Casino service cost me to use?

  • This service is provided free to anyone with a Paddy Power Casino account. The only charges are those applied by your mobile service provider for using their data services. For data charge information please contact your mobile service provider.

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  • What is the difference between Casino at Paddy Power Casino and the Mobile Casino?

    • The Mobile Casino is a facility with the same popular Casino games, offering the exact same excitement and game play as the Casino at Paddy Power Casino that you are able to access on your computer. The Mobile Casino is simply versions of these games that you can take anywhere! If you have an account with Paddy Power Casino, then you can use this to play on the Mobile Casino.

    What happens if I lose connection or run out of battery whilst playing?

    • Log in again when possible, return to the game and you should be able to continue from where you left it.

    Why would the graphics of my game slow down whilst playing?

    • Some phones have poor quality audio players that may cause the graphics to be jerky. Turn off sounds in your phone settings and the graphics should improve.

    Can I add a new deposit method through the Mobile Casino?

    • Yes! You can change your payment method on Mobile devices. Please visit the Help Centre for further information on how to do this.

    How can I deposit?

    • To be able to make a deposit you must have an active, registered payment method on your account. You can then deposit funds to the Mobile Casino directly from your mobile phone using any of the following payment methods: all major debit and credit cards, Ukash, NETeller and Click2Pay. From the main menu select Bank then Deposit. Simply enter the amount you wish to deposit, the CV2 number / Ukash voucher code / NETeller ID (depending on your chosen payment method) and your Paddy Power Casino password. You can also deposit funds to the Casino at Paddy Power Casino on your computer using any of the available online deposit methods. Any deposits you make into your Casino at Paddy Power Casino account are also available for use in the Mobile Casino.

    Can I see my account balance on my mobile?

    • Yes. The balance for your registered account can be viewed through your mobile phone. This is then updated in real time so any winnings/losses you experience can be seen in your account balance.

    Can I change my card details through the mobile casino?

    • Yes. You can find more information on how to do this via the Help Centre. 

Download Casino

Do I have to download the casino to play?

  • For a complete casino experience, we offer a fully downloadable casino with over 200 exciting games. You can download this free of charge by going to the casino home page and clicking on 'Download Casino'. In addition to this, we also offer a range of over 100 instant games that do not require downloading. In order to play our games you will need to have Adobe Flash Player installed on your PC. To check to see if you have a suitable version of Adobe Flash Player, click 'Check My Flash Version' which will launch a pop up window advising that 'You have Flash installed OK' meaning you have the latest version of Flash and therefore need take no further action; or alternatively a pop up will ask you to install and run the latest version of Flash; we recommend you do this.

How long does the download process take?

  • In broadband, cable and ADSL connections, the download should take no more than 60 seconds. You will only need to download the software once; thereafter the program will be readily available to load up from your desktop. The average download time is 12-15 minutes using a standard 33Kbs ('dial-up') modem.

I have just downloaded the software - what do I do now?

  • Double click the icon of the downloaded program, SetupCasino.exe. The installation wizard will guide you through the entire installation process. For more info, click on the 'Download Casino' tab up top.

Technical

Are there any system requirements to play the games?

  • Our site is optimized for all the major Browser versions such Chrome, Firefox 4 and Internet Explorer 7 upwards. Our site is compatible with Operating Systems; Windows 98, 2000, ME and XP and you will need to be accessing the site on a broadband connection (512 kbps). Paddy Power Casino will operate on Adobe Flash Player versions 10 or above. The Adobe Flash Plug-in is preinstalled in most browsers, and is a standard feature on all new, and future release Browsers & Operating Systems. It is supported by all the major computer companies and software suppliers.

What is Flash?

  • Adobe Flash is vector-based animation technology. It enables delivery of low-bandwidth animations, presentations, and websites through your Web Browser. Flash technology also allows you to design and publish engaging applications, Web interfaces, and training courses. For more information, please visit the www.adobe.com site.

Why do I need it?

  • All the games you see on our site utilise Adobe Flash technology.

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  • What are cookies?

    • Cookies are small data files which are written to your hard drive by some websites when you view them in your browser. These data files contain information the site can use to track such things as lists of pages you've visited, and the date when you last looked at a certain page. On Paddy Power Casino, cookies are used to customise the page based on your preferences, e.g. if you like to play Blackjack, then we will display Blackjack games at the top of your games list.

    Why do I need to have my cookies enabled?

    • In order for you to receive the best possible experience in our online environment, we recommend that cookies are enabled on your machine.

    I am having problems accessing the site from behind a firewall.

    • If you are experiencing problems of this nature, please contact us by visiting the Help Centre. Our team will be able to assist you with problems of this nature.

Security

Are my details safe on paddypowercasino.com?

  • Your details are entirely safe with us. Paddy Power Casino use the very latest secure server (SSL) tools. You should notice a 'Padlock' symbol in your browser when you are logged in.

The Padlock - What's this?

  • Each screen within the secure areas of the website will include the padlock symbol to indicate that you are in a secure area and that any information you transmit is encrypted. If you are logged into your account for some time without using it the system will automatically log you out for security reasons.