Frequently Asked Questions for Internet Gambling
Before contacting our customer service team, please review the Frequently Asked Questions below. Most of the common issues we hear from our customers have been addressed, so you will probably find the answer you are looking for here.
TABLE OF CONTENTS
- How does LiveGambler.com protect my privacy?
- What do I need to play at LiveGambler.com?
- How do I register and open an account?
- Is it free to open and maintain an account?
- Can I use the same account for Play Money and Real Money?
- What do I do if I forget my Account Name/Password?
- How do I report my account lost or stolen?
- How do I change my Account Name or Password?
- Can I have more than one account?
- How do I close my account?
- How often must I login to keep my account open?
- What is the difference between the Play Money and Real Money modes?
- Can I switch between Play Money and Real Money modes with the same account?
- Is the Play Money and the Real Money software the same?
- How long can I Play for Fun?
- What is the Cashier and how does it work?
- What are the minimum and maximum deposit and withdrawal amounts?
- Are there any costs or fees for using the Cashier?
- What currencies does LiveGambler.com transact in?
- How do I get an account statement of my financial transactions and game results?
- How do I add funds to my account?
- What credit cards are accepted?
- How do I add funds to my account using credit cards?
- Why does my credit card keep getting declined?
- What is NETeller?
- Is NETeller Safe and Secure?
- How Do I Open a Real Money Account Using NETeller?
- How do I deposit using a bank wire transfer?
- How do I deposit using checks by regular mail?
- How do I cash in and withdraw funds from my account?
- Are there any restrictions before I can withdraw my funds?
- Can I modify or cancel my withdrawal after I make it?
- How long after I make a withdrawal will I receive my money?
- What bonuses does LiveGambler.com offer me?
- Are there any bonus restrictions before I withdraw my money?
- Does LiveGambler.com have any bugs, software flaws or system problems?
- I was disconnected in the middle of a game. What should I do?
- What happens if I lost money because of a game or disconnection?
- Is my account secure?
- Is it safe for me to send my personal and financial information over LiveGambler.com through the internet?
- What are my privacy rights at LiveGambler.com?
- Is it legal for me to play at LiveGambler.com?
- What are the terms and conditions that govern my account?
- How do I turn on and off the sounds?
QUESTIONS AND ANSWERS
Q: How does LiveGambler.com protect my privacy?
A: LiveGambler.com uses the most robust security measures available, including a Firewall and encryption, to make sure that delicate information remains 100% secure with us. In fact, using your credit card at LiveGambler.com is much safer than using it at your local gas station or department store.
Q: What do I need to play at LiveGambler.com?
A: You MUST be at least 21 years old to open a LiveGambler.com account. To play at LiveGambler.com, all you need is a LiveGambler.com account and a computer with internet access and a web browser. LiveGambler.com software will work on almost every system outside of the United States and Canada.
Q: How do I register and open an account?
A: 1. Go to our Home Page and Click "Play Now" to play
2. Follow the steps on the download page.
3. Read the Terms & Conditions fully and then check that you have done so.
4. Click on
and fill in the form. A validation link will be sent to the email address you have given. Once you validate your account, you are ready to play. If you wish to play for money just click on the Cashier and make a deposit.
5. Please keep these tips in mind when entering your email address and selecting your desired Account Name and password:
* Email Address
Enter a valid email address to where you want to receive receipts and other important information regarding your account.
*Password
The password must be between 6-10 characters: English letters and digits only; for your security, the password must contain minimum of 4 digits and 2 letters in any combination. NO special characters (i.e. #,!,$,@)
*Sign-In Name
The Sign-in name must be 4-10 characters; letters and digits only; one space is allowed if it is not at the beginning or end of the name.
6. Attention! Be sure to keep your Account Name and password safe and secret. Do not share your account information with anyone and never let someone else play through your account.
Q: Is it free to open and maintain an account?
A: Yes, it is free to open and maintain an account at LiveGambler.com. There is no set up cost or monthly charges, and you may play for fun as long as you like. If and when you want to play for real (playing with and winning real money), then you will need to add real (bona fide) money to your account through the Cashier and possible transaction fees may apply, depending on how you want to send and receive money with us. For more information see Cashier section once registered.
Q: Can I use the same account for Play Money and Real Money?
A: Yes you can use the same account for both. Once logged in you can switch between Play Money and Real Money without having to log back in.
Q: What do I do if I forget my User Name/Password?
A: If you have forgotten or misplaced your account information, simply contact our Customer Support Department and we will assist you. For security purposes, we may ask you questions from the information you have on file to verify your identity.
Q: How do I report my account lost or stolen?
A: If your Account Name or password is lost or stolen it is very important that you contact our Customer Support Department immediately to change your password. You are responsible for all activity in your account so if you think that your account may be at risk for misuse, be sure to contact us immediately.
Q: How do I change my Account Name or Password?
A: For security reasons, it is not possible for you to modify your Account Name; however, your password may be changed. To change your password, simply visit your account page and follow instructions.
Q: Can I have more than one account?
A: No. For security reasons you are only permitted to have one (1) account at LiveGambler.com. If you have more than one account, please Contact Us immediately to have the accounts merged. Failure to do so may result in account closure and forfeiture of your account balances.
Q: How do I close my account?
A: You may close your account at any time by simply contacting our Customer Support Department with a request for us to close your account. Please be sure to withdraw any remaining funds in your account before requesting to close your account or amounts left in your account will be deemed abandoned and forfeited.
Q: How often must I login to keep my account open?
A: There is no requirement for you to play or to add funds to keep your account open, however you must login at least once every 30 days or your account will be deemed abandoned and will be closed. Any account balance remaining will be forfeited.
Q: What is the difference between the Play Money and Real Money modes?
A: Play Money does not require you to fund your account with real (bona fide) money. All you need to do is open an Account and login and you will get $1000 in play (pretend) money to play with. Play money has no value in and of itself and is not transferable or redeemable for any real (bona fide) currency or value. Real Money requires that you fund your account with real (bona fide) money through the Cashier. All bets made in the Real Money mode will result in real money loses and winnings being debited and credited to your real money account balance, and you may withdraw your real money account balance at any time.
Q: Can I switch between Play Money and Real Money modes with the same account?
A: Yes. Once you set up your account, you will be able to access both the Play Money and Real Money modes with the same account. Each time you login, you will be required to choose which mode you want to play, Play Money or Real Money. To switch from Play Money to Real Money, select the tab on the left hand side of the game room above the games section. You will need to fund your account with real (bona fide) money to Play for Real. You may add funds through the Cashier.
Q: Is the Play Money and the Real Money software the same?
A: Yes, both modes use the same software, design, rules and functionality. They also both use the same random number generator ("RNG") to produce a given card, roll, number, etc., so what you experience for free is what you get for real!
Q: How long can I Play for Fun?
A: You may play the Play Money for fun as long as you have money in your For Fun balance. Just sign up and we will give you $1000 in your For Fun account to practice.
Q: What is the Cashier and how does it work?
A: The Cashier handles all of the real (bona fide) financial transactions, including deposits, transfers, bonuses and withdrawals. If you want to Play with Real Money you will need to add funds into your account through the Cashier.
Q: What are the minimum and maximum deposit and withdrawal amounts?
A: Deposit/adding funds: The minimum deposit is $25 and the maximum deposit depends on how long you have been playing at LiveGambler.com and which payment method you choose. Generally, the maximum deposit is $1,500 per week for new players; $5,000 per week for VIP Players.
Withdrawing Funds: There is no limit to how much you can withdraw from your account. All withdrawal requests are processed as promptly as possible and are subject to internal fraud review and bonus restriction compliance checks. Generally, the maximum withdrawal amount is $2,500 per week for new players; $5,000 per week for VIP Players.
Q: Are there any costs or fees for using the Cashier?
A: LiveGambler.com does not charge for opening and maintaining an account, and does not charge you for adding funds to, or withdrawing funds from your account. However, some fees may be applied to you by your Credit Card Company or bank depending on how you want to send us money, or how you want to receive it. For example, if you send money to us by NETeller, then NETeller charges will apply. If you request a withdrawal and want us to wire you the money, you will be charged a wire fee by your bank and by us depending on the amount of transfer.
Q: What currencies does LiveGambler.com transaction?
A: Funds are processed, tracked and maintained by LiveGambler.com in United States Dollars only.
Please Note, if you are using a credit card, bank account, or other currency or instrument not based on the U.S. Dollar, all amounts will be converted by your bank using the current rate of exchange at the time of exchange.
Q: How do I get an account statement of my financial transactions and game results?
A: LiveGambler.com members can view all financial transaction histories in real time as for complete game results using their account page at any time.
Q: How do I add funds to my account?
A: Login in to the Cashier, and then select 'Deposit.' On the next page you will need to enter the amount you want to add and select which payment method you want to use to pay us. Each method will vary in procedure, transfer time to us and fees. As soon as we receive confirmation of the funds being transferred to us, the amount will be deposited into your account and will reflect in your account balance.
Q: What credit cards are accepted?
A: We accept all major credit cards.
Q: How do I add funds to my account using credit cards?
A: 1. Log in into the Cashier
2. Select "Make a deposit"
3. On the next screen, select 'Credit Card' as your desired payment method, then enter the amount you wish to deposit. and click "Continue"
4. Enter the requested information and be sure to enter the following information correctly, then click 'Continue':
* Billing address - This must be the address your credit card statement is mailed to.
* CVV - This is the 3-digit code on the back of your credit card and is required for security reasons.
5. The next screen will indicate whether your credit card transaction was accepted or rejected.
6. If your credit card is rejected, you will get an error message with the explanation.
Q: Why does my credit card keep getting declined?
A: There are several reasons why you may be getting declined including, but not limited to:
* You are over your credit card's credit limit
* Your billing address does not match the address to where your credit card statement is mailed
* You did not enter the right CVV number (the 3 digit code on the back of your credit card)
* You credit card company does not authorize you to make internet gambling transactions, in which case we suggest that you try another credit card or use one of the other payment methods
* You are over LiveGambler.com's credit limit per player in which case you will receive a specific error message asking you to contact our Customer Support Department to increase your casino limit
Q: What is NETeller?
A: NETeller is a FREE online money transfer service. You can deposit, withdraw, and transfer funds to any merchant that supports NETeller. NETeller provides same-day payments for transfers and provides instant cash transfers.
Q: Is NETeller Safe and Secure?
A: NETeller uses a number of security methods to ensure that your transactions, money and information are protected. It is of the highest priority that this information be kept secure; it is the primary focus of their business.
Q: How do I open a real money account using NETeller?
A: * Go to "Cashier" and on the next screen, click on 'Make a deposit".
* Select "NETeller" from the various deposit options and enter the amount you wish to deposit, then click on 'Continue'.
* You will be taken to the NETeller log in screen. Enter your NETeller Account ID, your Password and click 'Continue.'
* Confirm the information you have submitted, and click 'SEND MONEY'
* Once validated, the NETeller window will close and a LiveGambler.com 'Successful Transaction' page will appear. Click 'OK' to close the window.
* The money will be instantly added to your LiveGambler.com account. Note that any special LiveGambler.com bonuses for using NETeller will automatically be credited to your Account.
* Your casino account will be credited within seconds.
Q: How do I deposit using a bank wire transfer?
A: We accept bank wires which you send by having your bank wire us funds from your bank account. In most cases you will need to go down to your bank and authorize the wire or set up a repetitive wire service to us. Check with you bank for details and then contact the Customer Support Department for our wiring instructions and a unique tracking number to include on the wire so we know which account it is for. Once we receive the amount wired, we will credit your account and notify you by email.
Q: How do I deposit using checks by regular mail?
A: You may write a check and deposit it in the mail, but we strongly suggest that you try the Online Check service. However, if you prefer mail, then please contact the Customer Support Department for a mailing address and a unique tracking number to include on your check so we know which account it is for. Once we receive the check and the amount has cleared, we will credit your account and notify you by email.
Q: How do I cash in and withdraw funds from my account?
A: Log in and go to the Cashier page and select "Withdrawal". Enter the amount you want to withdraw and then click 'Submit.' The amount withdrawn by you, will be processed as follows: We may always at our sole discretion, choose to pay, part or all of your withdrawals by reversing any prior charges made to a debit card or virtual payment accounts first. Upon completion of your request, we will email you a receipt containing a confirmation number and detailed information of the amount requested and how it is being sent to you.
Q: Are there any restrictions before I can withdraw my funds?
A: Yes, depending on the bonus. Bonus restrictions vary from promotion to promotion and are contained in the bonus offering itself so make sure to carefully read the entire offer before accepting each bonus. If you have questions, Contact our Customer Support Department. Bonus restrictions must be met before you will be able to withdraw any amount from your account.
Q: Can I modify/cancel my withdrawal after I make it?
A: Yes, please contact customer services.
Q: How long after I make a withdrawal will I receive my money?
A: Depending on which payment method you chose for us to send your money with, the time will vary. Transfer time and fees will be provided upon withdrawal approval.
Q: What bonuses does LiveGambler.com offer me?
A: LiveGambler.com rewards its players by giving them lots of special offers and big bonuses:
* New players can enjoy FREE EXTRA CASH on their first purchase with our fantastic Sign-up bonuses.
* Plus, we have lots of other surprises, bonuses, presents and loyalty points that we award regularly to our frequent players. These special offers are sent by email and regular mail, based on your Player Status and other factors, so log in regularly and check.
For a listing of our current promotions and events, please see Current Promotions and Events sections.
Q: Are there any bonus restrictions before I withdraw my money?
A: Yes, depending on the bonus. Bonus restrictions vary from promotion to promotion and are contained in the bonus offering itself so make sure to carefully read the entire offer before accepting any bonuses. If you have questions, Contact our Customer Support Department. Bonus restrictions must be met before you will be able to withdraw any amount from your account.
Q: Does LiveGambler.com have any bugs, software flaws or system problems?
A: Nothing is bug-free; however, we do everything possible to make sure that the games and systems are ready for release before we release them. Nevertheless, bugs do occur and that is why we have a Customer Support Department to assist you with any problems that may arise. If you have any concern about the rules, implementation, or consistency of any game at LiveGambler.com, please do not hesitate to contact us. In the event the problem cannot be immediately solved, the case will be investigated using the server game logs and if something is found to be wrong, our development team will assess the problem, fix it and compensate you accordingly.
Q: I was disconnected in the middle of a game. What should I do?
A: First, please log back in to your account and re-enter your game as quickly as possible. The amount of time you have to do this varies for each game from 15 seconds-60 seconds. If you do NOT return before your next turn, dependent upon the game, the following will occur: Poker: you will be folded and then will sit out till your return; 13 Card: the system will automatically play the hand; Mahjong: the system will automatically discard whatever tile you picked up; and Big2/FTL: you will be skipped. If you are having internet connection problems, you may need to reboot your computer before doing this. In addition, it is a good idea to clear your private data, cache, and cookies from the tool section of your browser if you continue to experience being "bumped" from a game.
Q: What happens if I lost money because of a disconnection?
A: First, please log back in to the system as quickly as possible to try and resume your game. Disconnections and slow computer response time can often be improved by clearing your private data, cache, and cookies from the tool section of your browser. LiveGambler.com is not responsible for any problems resulting from your internet connection or computer system. If you continue to experience the same issue and feel that you have discovered a bug in the LiveGambler.com system, please report your concerns to our Customer Support Department. We will investigate the situation fully and if we determine that you lost money because of a bug in our system, and not because of general internet disruptions, we will refund your losses immediately to you.
Q: Is my account secure?
A: Yes. LiveGambler.com's system is state of the art and is one of the safest systems online. The entire system sits behind one of the most advanced firewalls in the world and we work with the best security advisors worldwide to regularly upgrade the systems to protect your data and ours.
Q: Is it safe for me to send my personal and financial information with LiveGambler.com through the internet?
A: Yes. LiveGambler.com's payment system uses 128-bit encryption to ensure the highest level of privacy and confidentiality of your data and to avoid interception or alteration of your information when it is transmitted.
Q: What are my privacy rights at LiveGambler.com?
A: LiveGambler.com respects your privacy and we are committed to keeping your personal information strictly between you and us. We aim to provide you the highest level of security and privacy and we never disclose your information to outside parties, except to the extent necessary to complete the transactions you request and to operate the business within legal parameters.
Q:Is it legal for me to play at LiveGambler.com?
A:Yes if you are be at least 21 years old and are not in the United States, Canada, or any other location where internet gambling is forbidden by local laws.
Q: What are the terms and conditions that govern my account?
A: Upon opening an account, you agree to the Terms and Conditions of LiveGambler.com. You reaffirm your consent to these Terms and Conditions each time you log in. In the event you do not agree to the Terms and Conditions, or any amendment or modification thereto, your sole remedy is to not open an account and/or to close your account.
Q: How do I turn on and off the sounds?
A: As you enter each game the sound options will be on. Sound FX is the flipping of cards, placement of chips, dice rolling etc. Voices are the narrators giving game instructions, indicating card totals; you win/push, etc. If you wish to turn off the sound effects and the voice, click on the options button within each game. Place your cursor over the "NO" word, click the left button on your mouse and click on the word "okay". You will now be ready to resume your play with the sound off.
