Question 1

Can I permanently close my Chipz account?

Accepted Answer

You can’t close your account directly through the Chipz website. If you’d like to close it, please reach out to our Customer Support team [via email](mailto:support@chipz.com) and provide your reasons for the request. Alternatively, if you prefer, you can activate a self-exclusion for a specific period directly from your account.

Be aware that if you permanently close your account, in most cases, you won't be able to another account at Chipz.

Question 2

How can I manage marketing communications?

Accepted Answer

If you wish to enable or disable marketing communications, go to **My Profile**, which you can find under **My Account** after logging in.

We recommend enabling consents to ensure you get all our generous bonus offers. All of our offers have an expiry date, and you need to receive our SMSes or e-mails to avoid losing out on extra value.

We promise Chipz will not spam your inbox if you consent to receive our marketing communication. We send you offers you'll like and relevant information to your account. Rest assured that Chipz will never share your information with any third parties.

Question 3

Which currencies can I use at Chipz Casino?

Accepted Answer

You can register and play at Chipz with EUR (€).

Question 4

Can I open more than one account at Chipz?

Accepted Answer

No. Since registration and play are linked to your social security number, it's only possible to register up to one account. If you log in using a bank different from the one you registered with, our system will check your social security number against your current accounts. If an account with your social security number exists, you will be routed to your previously created Chipz account.

Question 5

I don't remember if I have an account with Chipz. How do I check?

Accepted Answer

If you think you already might have an account with Chipz, try logging in with your bank credentials. If your social security number is registered to an account, you will gain direct access to it. If you don't have an account, you will be taken to the registration screen, where you can easily and quickly create a new one.

Question 6

How do I open an account at Chipz?

Accepted Answer

Chipz is a pay-and-play casino, which means you will use your bank account to register and log in. You create your account through a standard bank verification, following the steps on the screen using your social security number. Our system will gather all necessary information from this verification. The whole process is quick and easy.

Question 7

How do I claim my rewards?

Accepted Answer

Whenever you have a reward available at Chipz, you will see a "rewards card" in the My Rewards section of our website. Typically, these rewards expire within 24 hours of becoming available. All you need to do to activate the reward is to press the card. If you receive a Free Spins reward, this rewards card will come with a "Play Now" button that takes you directly to the game when you click it.

If you wish to find more information about our various casino bonuses, we recommend visiting our [Bonus]({{< relref "bonus" >}}) page.

Question 8

What kind of rewards will I receive at Chipz?

Accepted Answer

A **reward** refers to everything you receive from Chipz, and your standard gameplay wins.

When you make your first deposit, you will receive your first reward: 100 Real Money Free Spins.

While playing at Chipz, you can expect a regular stream of generous casino rewards such as Free Spins and Double or even Triple Speed for your Progress Bar. Keep in mind that at Chipz Casino, all bonuses are wager-free!

Question 9

How does Cashback work at Chipz?

Accepted Answer

There are two ways to earn Cashback at Chipz, depending on whether you have a regular player account or a Chipz Extra account.

If you have a standard Chipz account, just play your favourite games and watch for Cashback Chips. These Cashback Chips sometimes show up in the "My Rewards" section of your account. We also run special promotions where you can earn extra Cashback.

You’ll need at least €1 in Cashback for it to be applied to your Chipz account. Cashback is given as Bonus Money and comes with the standard 35x wagering requirement.

Cashback is calculated as follows:  (Real Money + Bonus Money bets) - (Real Money + Bonus Money wins) - bonus granted - jackpot contribution + (bonus forfeited + bonus auto-forfeited + bonus expired).

### Chipz Extra Members

If you’re a Chipz Extra player, you can earn Cashback as you play, all the time! The more you play, the higher your Cashback, up to 10%.

For Chipz Extra Members, Cashback is paid out every week, starting at a minimum of €10, from midnight UTC on Friday to 23:59 UTC the next Thursday, and additionally benefits from a special low 1x wagering requirement.

Question 10

What is Double Speed?

Accepted Answer

**Double Speed** rewards advance the Progress Bar at twice the speed as usual. Every time you play at Chipz Casino, your Progress Bar advances a bit. Playing with Double Speed makes it advance twice as fast.

This leads to faster Level-Ups, which means more personalised Free Spins rewards.

Keep an eye out for future Triple Speed rewards.

General Double Speed rewards are usually only valid for 1-2 hours, whereas game-specific rewards may be active for several days.

Question 11

When do I receive bonuses at Chipz?

Accepted Answer

When you make your first deposit at Chipz, you receive a bonus. Our Welcome Bonus offers 100 Free Spins on various popular online slots over ten days.

Playing at Chipz, you fill your very own Progress Bar every time you place real money wagers. You'll receive casino rewards such as Free Spins or Double Speed chips when this is full. The more you play, the more rewards you can expect.

Throughout the year, [Chipz]({{< relref "/" >}}) will offer various promotions offering extra value to our players. Ensure you enable your marketing consents so you can take advantage of all of our bonus offers.

Question 12

What do I do if a technical error occurs?

Accepted Answer

Chipz stores the results of each game round in a database, even before the animation for the round is complete. If the error is due to a [lost connection in the middle of a spin]({{< relref "lost-connection" >}}), your data is saved. The round will play out for most of our slots, and you will receive any potential winnings directly in your account. In a game like Blackjack, the hand will be played as if the player left the table. This means that the hand will time out without any action taken. If the problem is on the game developer's end, you should see an error message with relevant information when the game starts. We apologise for any inconvenience and would like to inform you that we cannot resolve technical issues on our game provider's end. For errors that are not solved by a simple reload or restart, we ask you to please get in touch with our [Customer Support]({{< relref "customer-support" >}}), giving a detailed explanation of your problem. The more information you provide, the more likely they are to be able to help you. This kind of information in particular, is of great help to our Customer Support: - Game name - Time of the incident - Wager amount - Description of the problem A screenshot of your issue is always of great help. Use these shortcuts to capture a screenshot: - **Windows:** Win+PrtScn - **MacOS:** Shift+Command+3 - **Mobile Devices:** This depends on your device. See your device manufacturer for details. Please send this information, including potential screenshots, to [support@chipz.com](mailto:support@chipz.com).

Question 13

What do I do if a game doesn't start after clicking the thumbnail?

Accepted Answer

The first step is to restart your web browser. If that proves unsuccessful, we recommend restarting your device. If you cannot open the game, please check if your browser and/or device are fully updated with the latest software. Legacy software is often different from the newer technologies found at Chipz.

If you're trying to play an older game, there is a big chance it is a Flash-only title. Flash is not supported on mobile, and most browsers automatically disable It. That might be what causes the game to not load. Check your browser settings to see if that might be the root of the problem.

If you've tried all these steps and the game still doesn't load, we kindly ask you to contact our [Customer Support]({{< relref "customer-support" >}}) for more help.

Question 14

Is it safe to play at Chipz Casino?

Accepted Answer

Yes. One of our top priorities at Chipz Casino is player safety and security. Our highly competent team is constantly reviewing and improving our procedures and policies to make sure that [Chipz]({{< relref "/" >}}) is the safest online casino in the industry. These are some of the steps we take to ensure every player benefits from a safe and secure gaming environment: - **Randomisation:** Every game at Chipz Casino has a Random Number Generator built-in. These ensure that every spin, round and card deal is 100% random. None of the games in our library are pre-programmed for specific outcomes. When you click "spin", the Random Number Generator works by pulling out a random combination of symbols or cards. These RNG tools are regularly audited to ensure they function as they should. - **State-of-the-art Payment Technologies:** At Chipz, we employ TLS (the successor of SSL) to ensure payment security. This is the same technology major financial institutions use to guarantee that all your transactions are always safe. **An Alert Payments Teams:** Our competent Payments & Fraud Department always looks for unusual, risky, or suspicious behaviour. They will mark the account for further review if they spot unusual activity. We apologise for the inconvenience this might cause you, but please be aware that these protocols ensure that your safety and security are always protected. - **Regulation:** Chipz Casino holds a license from Malta Gaming Authority (MGA). The MGA, operating within the EU, is one of the world's strictest and most comprehensive gaming regulatory regimes. The MGA was one of the first regulators on the market, giving them a rich experience and a unique position that other countries cannot match. The MGA regularly reviews their regulations, and Chipz Casino will inform our customers immediately when such changes materially affect their gameplay. - **Responsible Gaming:** Responsible Gaming is one of the main focus areas at Chipz Casino. We offer several resources to ensure that playing on our website remains fun and engaging. For those who fear that they might have, or are at risk of developing, a gambling problem, we have the following resources to help: - - **[Responsible Gaming Page]({{< relref "responsible-gaming" >}}):** On this page, you will find more in-depth information about problem gambling, information about warning signs and how to avoid them, and third-party resources including a functional self-assessment test. - **Account Limits**: We offer a broad selection of Account Limits that you can activate to keep your playing under control. These limits, which include deposit limits and timeouts, are located under the My Account section of our website.

Question 15

Can I play the games for free?

Accepted Answer

Most of the games in the Chipz game library are available to play for free. If you'd like to try a game in demo mode, log out of your account and click on **Games** in the side menu on the desktop or "**≡**" on mobile. Browse our game lobby and click on the thumbnail of any game you want to try to open it. If you play while logged out, you will automatically play wager-free.

Some of our games, like Live Casino titles and jackpot slots, are only available to play with real money bets. The majority of our casino games are available in demo mode at Chipz Casino.

Question 16

What happens if I lose my Internet connection while playing?

Accepted Answer

Don't worry if you get disconnected during a spin/round. You will only lose your potential winnings if the connection is recovered. All game sessions are logged separately, which means your session is saved regardless. The system automatically finishes the round/spin if you are in the middle when the connection is lost. You will, however, not be able to view the animation for the spin.

If, for example, you are in the middle of a Free Spins round when your connection gets lost, you might see a more extensive account balance when your connection is restored. So, while you're unable to view the animation of the bonus round, our system will log the result of the round and credit you the correct amount if you win.

If you have connectivity issues at Chipz while your computer or mobile device definitely has a connection, we recommend restarting your device. If you still can't access Chipz.com properly after a restart, please contact Customer Support via Live Chat or email ([support@chipz.com](mailto:support@chipz.com)) and give a detailed explanation of your problem.

Question 17

How do I find a game?

Accepted Answer

If you're looking for a specific game, head over to the [Chipz game lobby]({{< relref "casino" >}}) and type the name of the game into the search bar. You can also click the **All GAMES** button to sort our game library by provider. If you're looking for a specific tag or other text, you can edit the link and paste it into the address bar of your browser: chipz.com/en/casino/?s=InsertSearchTermHere If you wish to include a space in your search term, you type %20. This will give you one (1) blank space in the search term.

Question 18

My deposit is not showing. What do I do?

Accepted Answer

All deposits made to Chipz should show immediately. If your recent deposit isn't showing in your account, we kindly ask you to contact our [Customer Support]({{< relref "customer-support" >}}) to explain the problem. We'll work as fast as we can to resolve the issue. More often than not, this is due to a problem on the payment provider's end, but we're more than happy to try our best to help you.

*To get faster help, we advise you to contact our customer support team via Live Chat after logging in to your account. Doing so will auto-fill your information in the Live Chat screen, allowing our support to help you out even quicker*.

Question 19

What are the minimum limits for deposits and withdrawals at Chipz?

Accepted Answer

The minimum deposit limit at Chipz Casino is €20, while the minimum withdrawal limit is €20.

Question 20

Can I make deposits or withdrawals in another person's name?

Accepted Answer

No. Making deposits or withdrawals in another person's name violates our terms and conditions. You can only deposit and withdraw money using your own account. You are using your social security number and personal bank information to log in, so you cannot perform transactions using someone else's details.

Question 21

Which deposit methods are available at Chipz?

Accepted Answer

Chipz is a pay-and-play online casino directly linked to your bank account. As such, an instant bank transfer is the only available deposit method. To deposit money, you follow your standard bank verification steps. Deposits arrive instantly in your account.

If you wish to read more, we kindly suggest you visit our [Payment Options]({{< relref "payment-options" >}}) page.

Question 22

How long does it take for my deposit to arrive?

Accepted Answer

As long as there are no technical problems outside our control and your deposit isn't declined, all deposits will arrive at Chipz immediately. Living up to our pay-and-play name, you can start playing a few seconds after you've made your deposit.

Question 23

How long until I receive my withdrawal?

Accepted Answer

Withdrawals at Chipz are instant, and you should receive your money within seconds. In rare cases, delays might occur due to individual banks and their cut-off hours; smaller delays can happen.

If you have requested a withdrawal and it has not arrived after a few hours, please contact us so we can look into it.

Question 24

Do I need to pay for deposits and withdrawals?

Accepted Answer

No. There are no fees for depositing and withdrawing money at Chipz Casino.

Question 25

What do I do if I like a game that you don't offer?

Accepted Answer

If you are looking for a particular game that we don't offer but we already offer other titles from the same provider, we will do our best to add the game to our portfolio.

Please be aware that this is only sometimes possible, especially not for older, Flash-based games.

If you want to see our current casino library sorted by providers, click on GAMES in our [casino lobby]({{< relref "casino" >}})

We're always eager to add new titles from exciting game providers to our selection. If you know of a game developer we don't currently offer, please don't hesitate to contact [Customer Support](mailto:support@chipz.com). Our casino managers will investigate your request and do their best to accommodate all wishes and tastes.

Question 26

Which games can I play on mobile?

Accepted Answer

Most of our games at Chipz Casino are available on modern handheld devices. Apart from a minimal number of old games running on Flash technology, you can expect the same playing experience regardless of the device you use to play at Chipz.

Question 27

Can I use the same payment methods on mobile?

Accepted Answer

Yes. You can deposit and withdraw money the same way, regardless of which device you use.

Question 28

What kind of limits are available at Chipz?

Accepted Answer

At Chipz Casino, you will find a wide range of limits to help you manage your playing activity. These limits will act on automated triggers as you defined them. Take a look at our Responsible Gaming limits below: - **Time limit**: This limit will automatically log you out of your account once you have reached your pre-defined time limit. - **Net loss limit**: Use this limit to restrict the amount you can lose over a defined period. Once you reach this limit, you cannot place any more wagers at Chipz until the time limit has passed. - **Deposit limit**: With this limit you can control how much money you can deposit to your account. Chipz will only accept further deposits after you reach this limit once the time limit is up. - **Wagering limit**: This limit controls how much you can wager at Chipz for a pre-defined time period. - **Timeout**: If you activate this limit, your account will be temporarily frozen. A timeout is either self-imposed or triggered upon certain account actions. You cannot log into your Chipz account if a timeout is activated. See our [Terms and Conditions ]({{< relref "terms-and-conditions" >}})for more.

- **Indefinite Self-Exclusion:** If you activate an Indefinite Self-Exclusion, you lose all access to your account. In these instances, you must contact our Customer Support to regain access to your account. Please note that there is a minimum waiting period of 7 days from when you request a reversal until your account can be reinstated as soon as possible. You can activate a Self-Exclusionse in the Limits section of your account. If you're looking for more information about Responsible Gaming and available account limits, we kindly ask you to visit our [Responsible Gaming page]({{< relref "responsible-gaming" >}}).

Question 29

Can I make transactions at Chipz before my account is verified?

Accepted Answer

Registering with your bank details already provides an initial Know-Your-Customer (KYC) status, so you can deposit and withdraw modest amounts before we ask you for further verification. As per the gaming regulations we are bound by, Chipz Casino will ask you to perform a KYC after a specific transaction threshold has been met.

A standard KYC control usually involves us asking you to provide documentation that proves you are who you say you are and that you are the rightful holder of the bank account you are using.

Please be aware that we will contact you when you need to undergo a KYC check. You do not need to contact our support about KYC controls before we ask you for one.

Question 30

How long does an Account Verification take?

Accepted Answer

We do our utmost to verify all KYC documents within 24 hours of receiving them. However, there might be a slight delay in this process during certain situations, such as during extra busy periods. In these cases, we profoundly apologise for the inconvenience and appreciate your patience.

If your KYC is taking more than a few working days to complete, and we have not reached out to you to request additional documentation, we kindly ask you to contact our [Customer Support]({{< relref "customer-support" >}}) to ask what's causing the delay.

Question 31

Is it safe to upload my documents at Chipz.com?

Accepted Answer

Yes. You can rest assured all your documents are treated with high standards of security and discretion. Your documents will only be accessed on a need-to-know basis by our most senior staff.

Question 32

Is my money safe at Chipz?

Accepted Answer

Absolutely. At Chipz, we employ the highest security standards to ensure account integrity, especially regarding information that can be personally identified, such as personal and payment details. Per the gaming regulations we are bound by, our company funds are kept entirely separate from customer funds, which ensures that your money is safe no matter what.

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