FAQ

  1. Downloading the Prime Casino free software?
  2. The download is completed so what's next?
  3. I can't see the downloaded file?
  4. What is the name of the installation file?
  5. How do I know my system will work, what are the minimum requirements?
  6. What do I have to do to get to on to Prime Casino?
  7. Is it easy to register at Prime Casino?
  8. Is there a minimum amount of gaming credits I can deposit?
  9. You say I can play for free so why ask me for a credit card?
  10. Can I play as a Guest?
  11. Will my Guest account be active always?
  12. When I am in Guest Mode can I put more casino chips into my account?
  13. How do I log in to the casino?
  14. Why a password and account number?
  15. I try logging in and it does not connect?
  16. Are my transactions secure?
  17. How do I make deposits and get credits?
  18. My credit card deposits are being rejected why?
  19. I won give me the money?
  20. I am worried about fraud what do you do about it?
  21. I want to look at my account to check for myself?
  22. I want to download more games?
  23. Why is a game grayed out?
  24. What do I do if a game I play has "upgrade available" written on it and is grayed out?
  25. Why does it take so long to download new games?
  26. What if I get an error when I try to download new games?
  27. What are Instant Flash Games?
  28. Can I use my account on both the flash and downloadable casino?
  29. Is my credit card number safe in your hands?
  30. How safe is it to give my credit card details over the Internet?
  31. Are my account number and password safe?
  32. How do I get technical assistance?
  33. Who do I contact for queries?
  34. Am I old enough to legally play at this casino?
  35. Can I register a credit card at the casino that is not in my name?
  36. How fair are the games at your casino?
  37. What happens if I lose my connection to the gaming server?
  38. Why do the slot wheels just keep spinning and don't stop?
  39. Why does the Roulette ball just keep spinning and doesn't stop?
  40. Why do the cards not flip over during a hand?


     
  1. Downloading the Prime Casino free software?
    The Prime Casino software is the latest in the gaming industry; it completes a programme that has been in design for some five years and is now acknowledged as the most advanced software in gaming today. Delivering an unprecedented number of games that have been created to complete the ultimate gaming experience. The initial download contains 2 games. A further 200 games are available at this the ultimate Casino and are downloadable from the site, without impeding upon any of the original games selected.
    Clicca qui per scaricare il software in Italiano!

    INSTALLATION

     
  2. The download is completed so what's next?
    You're desktop would normally save the file ready to install the casino software by default to your desktop. If you elected to place the files somewhere different and you can't find it click on "Start"/ "Find"/ "Find files or folders" and insertprimecasino.exe in the "Named" field then click on "Find now.. This should track and find the files wherever they may be stored. (Look always at "Local hard drives" option). Then once you have them double-click and start the installing.

    INSTALLATION

     
  3. I can't see the downloaded file?

    The desktop is the first place to look; it's the default for the file. If you placed it in another section and you can't trace it select Find (files or folders) on your windows as you would do for all search related problems.

    INSTALLATION

     
  4. What is the name of the installation file?
    primecasino.exe

    INSTALLATION

     
  5. How do I know my system will work, what are the minimum requirements?
    - IBM PC compatible computer
    - Pentium 100 or higher
    - 16 MB RAM 8-bit color SVGA (640x480) - 256 colors
    - Microsoft compatible mouse
    - Standard Sound Blaster
    - compatible sound card (optional)
    - 1MB Video Card - or better Recommended:
    - Pentium 233MMX or better
    - DirectX 3 or higher
    - 32 MB memory or better
    - SoundBlaster compatible sound card
    - 2 MB SVGA screen card capable of 16-bit color (65535 color mode)
    The casino software is compatible with Windows XP, 2000, NT, 98 & 95 operating systems

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    INSTALLATION

     
  6. What do I have to do to get to on to Prime Casino?
    You have to be on the Internet.
    Double click on the Prime Casino icon on your desktop. Or...
    Click the Start button in Windows.
    Select "Programs".
    Select "Prime Casino".
    Click on "Prime Casino Casino".

     
  7. Is it easy to register at Prime Casino?
    We have tried to make it easy as possible so follow these easy steps.
    1. You need to be connected to the internet and be able to run the Prime Casino software, ensuring that all the other applications are closed first.
    2. Once you can see the casino's main screen click first the "Connect" button, then the "Register" button.
    3. Now register yourself either as a Guest or Real player. Notice the prompts, they will guide you so enter your e-mail address and contact details. Choose a password that you will remember easily and remember whatever you choose the password is case sensitive.
    4. Once this is finished you will receive your own player account number. You must keep this safe at all times. This is your access to the casino each time you want to play.
    5. There is an option for the software to remember your password. If you require this Select "Yes" but it is best to do this only if you will be the only player allowed access to the software.

     
  8. Is there a minimum amount of gaming credits I can deposit?
    A deposit of £20 is needed to play with the gaming credits.

     
  9. You say I can play for free so why ask me for a credit card?
    With a Real money account you need to speak or contact one of our customer service representatives on how to open a guest account. Guest accounts do not require real money to play.

     
  10. Can I play as a Guest?
    No! Only Guest accounts allow them to play for free!

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    REGISTRATION

     
  11. Will my Guest account be active always?
    Yes it never expires. As a guest you can play as often as you like.

    REGISTRATION

     
  12. When I am in Guest Mode can I put more casino chips into my account?
    Of course, just click on the "deposit" button and enter the amount of credits you want to put in. In the Guest mode, you can put in as many credits as you wish.

    LOGIN

     
  13. How do I log in to the casino?
    1. Connect to the Internet.
    2. Run the Prime Casino software.
    3. On the main Prime Casino screen, click "connect"
    4. Once a dialog box appears, enter your account number and password
    (Or if this is your first time register for an account).

    LOGIN

     
  14. Why a password and account number?
    Your account number and password are the only way to gain entry to the Casino they are case-sensitive and consequently must be entered correctly each time to gain access. Should you forget them immediately contact a customer service representative who is there to assist. Always keep your registration details close by to avoid delays.

    LOGIN

     
  15. I try logging in and it does not connect?
    It could be just a bad or slow connection with Internet Service Provider (ISP) the people who are providing the service to the internet. Best way to solve this is disconnect and then reconnect to the Internet and start again.

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    BANKING

     
  16. Are my transactions secure?
    The number one question Yes, all transactions are covered by the most sophisticated security software available today a better than standard 128-bit SSL (Secure Socket Layer) digital encryption protects the integrity and authenticity of your electronic transactions over the Internet. The defined Internet security standard for online transactions in total compliance with that laid down by all major financial institutions. Some people still don't trust the internet and would prefer to use a telephone to secure their transaction; our customer service agents are available on our toll free line for just this purpose. Plus our financial transactions are processed by Eproc Ltd, Mezzanine West, Hadfield House, Library Street, Gibraltar, UK, a financial subsidiary of Prime Casino Casino. On your statement you will be billed as www.primegroup.com. Secure e-cash, is acceptable on their behalf as a means of purchasing tokens. Only Real Money players are eligible to use the banking facility i.e. the facility does not apply to fun or Guest players.

    BANKING

     
  17. How do I make deposits and get credits?
    - FirePay deposits
    - Neteller
    - PrePaidATM
    - Citadel
    - Debit Cards
    - ACH / Direct Bank Transfer
    - Credit Card deposits (Visa or Mastercard)
    - Wire Transfers

    BANKING

     
  18. My credit card deposits are being rejected why?
    Not all financial institutions like gaming and restricts their customers from the ability to purchase credit with these sites; Prime Casino is able to offer alternative methods for depositing should this happen to you. Clicca qui per le alternative.

    BANKING

     
  19. I won give me the money?
    You don't have to take all your winnings out in one go, you can leave them in your account as this maintains a healthy balance for you, so that the next time you sign in you won't need so much credit to deposit. Should you want to withdraw through the software it requires just a simple click on the "withdrawal" button on the main screen of Prime Casino software, enter the amount that you want to take out in the box and the system withdraws that amount and amends your account accordingly. In certain cases players who withdraw a lot of money first time may incur further security credibility checks this is done in order to avoid possible fraud or money laundering transactions. The paragraph on fraud in our further information section would be a good source to check on this. There are 4 options for withdrawing a winning balance from your casino account: FirePay, direct transfer (ACH), company check, Neteller, PrePaidATM and Reversal of a withdrawal request. Clicca qui per maggiori dettagli in Italiano.

    BANKING

     
  20. I am worried about fraud what do you do about it?
    It is incumbent upon us as Prime Casino to ensure that our fraud prevention is state of the art, this also includes detection. To facilitate this we use a number of security proven fraud mechanisms to protect all our customers transactions and integrity. In order to maintain our balance between security and service, players may be asked to provide proof of identity, copies of their credit cards, a signed deposit history of their transactions and / possibly other supported documentation that is required when looking to withdraw credits. This safeguard enforces that e-cash deposits and redemptions are not fraud and are genuine transactions.

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  21. I want to look at my account to check for myself?
    CashCheck allows you to see how your account with Prime Casino stands, including all deposits and withdraws. Click here for more details.

    ADDING MORE GAMES

     
  22. I want to download more games?
    You include 2 games at the start. But what about the other 200 free games how do I get those?

    To do this follow the instructions below.

    To download a specific game: First click on the button of the game you want to install. This will start the game in the usual way already installed, but there it might be more of a delay. Prime Casino is now downloading the game files in order for you to play the game selected. There's a download indictor running too which shows you how far your game has gone. A fast internet connection gets the game quicker so bear that in mind. During normal play the Casino can often download new or upgraded games; this is usually a quick procedure and should not interfere with your gaming experience, as they occur at times between reel spins in a slot machine and generally will not interfere with your game play, because you as the customer and your download always come first.

    To begin multiple downloads: First click on the button of the game that you have chosen then click "Cancel". The game's download is viewed by the progress bar over the game button. Now click the next game button this will start another download. Both game indicators will now show you their progress. Whichever game you selected last will be given priority and downloads first.



    ADDING MORE GAMES

     
  23. Why is a game grayed out?
    These are games that you have not downloaded yet and are shown as 'greying out'. They are added to your collection while you continue playing. Should you want to play one right away click on the game to begin the download.

    ADDING MORE GAMES

     
  24. What do I do if a game I play has "upgrade available" written on it and is grayed out?
    Upgrades or new games are happen automatically in the background whilst you play on other Prime Casino games. Immediate access to one of these games is available once you click on the game which starts the download.

    ADDING MORE GAMES

     
  25. Why does it take so long to download new games?
    The problem becomes one of connectivity slow connections take longer to download, ask your ISP about possible speed upgrades.

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    ADDING MORE GAMES

     
  26. What if I get an error when I try to download new games?
    Should this happen call, our customer service representative toll-free, they are On call 24-hours a day, 7 days a week.

    NON-DOWNLOADABLE GAMES (FLASH GAMES)

     
  27. What are Instant Flash Games?
    Instant registration and instant entertainment that's what these games offer you at Prime Casino-Casino Games. You don't need to download any software. But Macromedia Flash has to be installed on your computer. Upon installation you're free to play any or all the of the exciting Giochi in Flash such as Blackjack, Slots, Keno and Poker. This also includes real money games simply open an account in the usual way and play for cash or as a guest for fun money. Should you prefer to download our free software to play even more of the casino style variety of gaming , use your Flash Casino account number to and start playing to win real money. To download the free software, Clicca qui per scaricare il software in Italiano!.

    NON-DOWNLOADABLE GAMES (FLASH GAMES)

     
  28. Can I use my account on both the flash and downloadable casino?
    Yes. You may only retain one account as agreed in the Casino's terms and conditions (1) real account per person. You can use your Flash Casino account with the downloaded games and vice versa. All transactions are registered on your account no matter what software you choose to use. If you only want fun money games as a guest, you can play either version. But you will still need to use your account number and password. If you're not sure ask one of our customer assistants available 24/7 il nostro supporto in Italiano.

    SECURITY AND PRIVACY

     
  29. Is my credit card number safe in your hands?
    Absolutely; your personal Real Account number and password are equally as important and need to be kept safe as your credit card does as they are needed before any credit card transactions are made. Your personal data is secure and guaranteed and no disclosure is made to any other party at any time.

    SECURITY AND PRIVACY

     
  30. How safe is it to give my credit card details over the Internet?
    All credit card information is securely protected by the latest in security software and technology; fraud protection is given by Proc-cyber, who use state-of-the-art encryption technologies, and compliance technologies protects and secures all data against intrusion or phishing activities.

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  31. Are my account number and password safe?
    Yes. Integrity is the watchword of this question; we integrate within the security parameters of the site a 128-Bit encryption so that as data is transferred over the Internet, it follows the pattern that each player is registered with a unique identity coding or account number and password accessible only by themselves.

    SUPPORT

     
  32. How do I get technical assistance?
    24-hour toll-free and e-mail support is available to all casino players. Contact us 24-hours a day, 7 days a week, for any questions, queries or suggestions. We are waiting for your call.

    SUPPORT

     
  33. Who do I contact for queries?
    All Customer queries will be responded to within 24hrs. E-mail us or call us toll-free:
    E-Mail:
    italian@primecasino.com

    Numero verde:

    800 788346 (10:00pm-7:00pm)

    LEGALITIES

     
  34. Am I old enough to legally play at this casino?
    If you are aged 18 years of age, or the legal age of majority in their jurisdiction, whichever is the greater. Under this age or limits no play is permitted under any circumstances at the casino.

    LEGALITIES

     
  35. Can I register a credit card at the casino that is not in my name?
    No only your own credit card is permissible s the signatory, this is in order to protect you the player from any possible fraud perpetrated on your behalf by someone not eligible to do so.

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    LEGALITIES

     
  36. How fair are the games at your casino?
    Prime Casino has chosen MicroGaming Systems, The world's leading Internet Gaming Developer – to develop our casino and its software, acknowledged as the most successful gaming technology in the industry today; its reputation for fairness and entertainment value is second to none. In addition the inclusion of Playcheck, provides further encouragement to the player tat the games they play are indeed genuine and authentic. With a facility to review your last 72 hours of play –bet by bet. Playcheck is updated every 45 minutes and each month we publish our payout percentage reports which are adjudicated by Independent Auditors.

     
  37. What happens if I lose my connection to the gaming server?
    Should this occur the gaming server will try to resolve the wager during the loss of your Internet connection, and refresh your credit balance once the outcome of the bet is known. However, should it not resolve the wager during the loss of the Internet connection, it will display your incomplete wager the next time you play the game that before the connection was lost.

    GAME PLAY

     
  38. Why do the slot wheels just keep spinning and don't stop?
    Internet traffic causes this to happen as the signal from the server is not being transmitted to your software, therefore the slot wheels just keep spinning waiting for the signal to stop. Closing the program will refresh to the last known position.

     
  39. Why does the Roulette ball just keep spinning and doesn't stop?
    Internet traffic causes this to happen as the signal from the server is not being transmitted to your software, therefore the roulette ball just keep spinning waiting for the signal to stop. Closing the program will refresh to the last known position.

     
  40. Why do the cards not flip over during a hand?
    Due to a bad or slower than usual Internet connection. The gaming server holds the bet until it can resolve the problem.

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