Online Casino Frequently Asked Questions

Looking for answers? We’ve got most of your questions covered in our FAQ section. These are the questions you need to ask when you’re looking for a recommended online casino in Canada.

Frequently Asked Questions Maple Casino

How do I get my 1st Deposit Bonus?

Claiming your Canadian Casino Deposit Bonus is simple! If you have registered an account with the casino, you can make your first deposit, and the casino will credit your account with the states complimentary credits. You can either claim it over a certain number of deposits or claim it all at once – it’s up to you!

How do I purchase casino credits?

Canadian casinos boast various ways to purchase casino credits, such as Visa Debit Card or Master Maestro Card, Neteller, Wire Transfer, Citadel and UseMyBank. For more details of these methods, visit the Banking page.

Are my transactions secure?

Yes. The best casinos in Canada have the same Internet security standard that is used by major financial institutions for all online transactions. You can rest assured that 128-bit SSL (Secure Socket Layer) Digital Encryption will safeguard all your electronic transactions and personal details. MasterCard Payments Gateway and Global Collect also facilitate all Credit Card transactions, and their services offer safe and secure e-cash as well. Only Real players have access to the banking facility.

When will I receive my winnings?

The withdrawal amount you requested usually goes into a pending status for 24 hours, allowing you to reverse your withdrawal should you change your mind. When the 24 hours have passed, your winnings will go into the casino’s cash-in management system, which will then be transferred to your preferred payment method. In order to accelerate your cash-in request, please make sure the relevant documents have been sent.

Why can I not withdraw?

Players can contact the casino’s support team so that they can assist you in solving the problem. The problem might be due to one of the following causes:

  • You might not have met all the wagering requirements for all the Bonuses you received.
  • The minimum withdrawal amount might be more than what you are trying to withdraw.

Why can’t I deposit?

This might be due to one of the following reasons:

  • The transaction can’t be successfully completed due to insufficient funds. Before depositing money into your casino account, please ensure that you have enough money in your bank account.
  • If you are depositing with a credit card, please ensure that the card details are entered correctly in order for your deposit to be successful.
  • A deposit lower than the minimum deposit amount cannot be processed.

I have forgotten my password/account number, what should I do?

If you have forgotten your password or account number, you can contact the online casino’s support team for assistance. Remember that they can only give you confidential information once you have provided them with your registration details. Your password is also case sensitive, so it needs to be entered the same way each time you log in.

You also usually have the option of doing this yourself by clicking “Forgot Password” on the website or by clicking on “Can’t access your account” on the Download version, and then follow the prompts.

I don’t want my bonus. Can I remove it?

Yes. Contact the casino’s support team before making any deposits so they can remove your bonus. If you deposit before contacting them, it might automatically trigger the bonus offer, and cancellation will not be possible.

You also don’t have to activate the bonus if it’s an opt-in offer.

Casino Installation FAQs

Once you have downloaded the casino software, you will receive games and possibly free games as well.

How do I download the free software?

To start the software download, you usually simply need to click on any Download Now button. You will then be prompted to run the software after you have saved the file to your hard drive. Remember to take note of where you are saving the download file.

What do I do once the download is complete?

The casino software is now ready to be installed. If you are not prompted to open the download file, you can normally simply go to the location where you have saved it in order to double click on the “exe” file. If you’re having trouble finding the file, you need to click on the Start button at the bottom left corner of your desktop and select “search”. Type in the casino name as the keyword for your search and click on the file once you have found it.

How do I connect to the online casino?

The steps of connecting to the casino usually include the below:

  1. Ensure that you’re logged into the casino’s website
  2. Double click on the casino’s icon on your desktop


  1. Click the Start button on your desktop
  2. Select “Programs”
  3. Select the casino
  4. Click on the casino name

Registration FAQs

How do I register at an online casino?

  1. Ensure that all your applications are closed and then run the casino software by connecting to the Internet.
  2. Click on the “Connect” button once the casino’s main screen pops up, and then click on the “Register” button.
  3. You now have to choose between registering as a Guest or Real player. Follow the instructions by entering your contact details. You then need to enter a password of your choice, which will be case sensitive. When you register, you can also choose between Australian Dollar (AU$), New Zealand Dollar (NZ$), American Dollar (US$), Canadian Dollar (CAN$), UK Pound (UK£), Euro (€), Swiss Franc (SF), Swedish Krona (Kr) and Russian Ruble (RUB).
  4. You will be given a player account number once the registration is done. You need to keep your password and account number in a safe place as you will be using them to access your chosen online casino every time you want to play.
  5. If you are the only person to have access to the software and you want your password to be saved, simply select “Yes” when the software asks you if you want the password to be remembered.

What is the minimum amount of gaming credits I need to purchase?

This all depends on your chosen online casino, as each will have their own wagering requirements.

Do I pay to play as a Guest?

No, you do not. If you play as a guest, you will only be able to play in free play game mode. This means that you will not be able to cash out on any of your winnings as you have not deposited any funds into an online casino account.

“For how long will my Guest account be active?

If you want to remain a Guest, you can play as often as you like as Guest accounts never expire.

Can I purchase more casino chips in Guest mode?

Unfortunately, most online casinos do not offer any extra Guest credits. However, you can try the casino games out in real money mode if you run out of Guest credits.

Online Casino Log In FAQs

How do I log into an online casino account?

  1. Connect to the Internet
  2. Run the software of your chosen casino
  3. Click the “Connect” button which is usually found on the main casino screen
  4. Enter your account number and password when the dialog box appears

What if I try logging in and it doesn’t work?

Disconnect and reconnect to the Internet and try logging in again, as this could be due to slow Internet connection.

What is Crossplay?

Crossplay is a feature that allows you to play at one Vegas Partner Lounge group casino with an account from another. For instance, say you have an account with House of Jack and you wish to play on Crazy Vegas Casino. Crossplay makes this possible. All of your account details, including credit balances will be displayed as they are in the other casino. This applies to all Vegas Partner Lounge group casinos.

Online Casino Banking FAQs

Are my transactions secure?

Yes. Major financial institutions use the same internet security standards for all online transactions. You can be assured the online casinos that we feature on our site use the 128-bit SSL (Secure Socket Layer). The digital encryption will safe guard all your electronic transactions and personal details. MasterCard Payments Gateway and Global Collect also facilitate all credit card transactions. Their services offer safe and secure e-cash as well. Only real players have access to the banking facility.

How do I purchase credits?

The best online casino in Canada boasts ways to purchase casino credits, such as Visa Debit Card or Master Maestro Card, Neteller, Wire Transfer, Citadel and UseMyBank (Canadians only). Note that certain players only have certain payment methods available depending on the specific currencies/countries. For more details of these methods, visit the Banking page.

How do I cash in my winnings?

Your account can be left with a positive balance at the end of each session, so there’s no need to cash-in your winnings every time. The credits will then be available to you the next time you log onto online casino account. For further details on how to cash-in your winnings, you can simply visit the Banking page.

How do I reverse a cash-in request?

For your convenience, any money that you choose to withdraw will remain in your casino account for 24 hours. This gives you the option to easily reverse the withdrawal, if you change your mind and wish to continue playing with this money.

Once logged in simply click on the Bank button and then select Reverse Withdrawal.

The sum of all your pending withdrawals will be displayed and you can then enter the new amount, or choose the entire amount you wish to reverse.

What fraud prevention measures are in place?

The integrity of customer accounts is of utmost importance to an online casino, which is why they have a variety of security methods in place to oversee every transaction. Players are required to supply the casino with copies of their credit cards, proof of identity, a signed purchase history of their transactions as well as other applicable documentation. This results in proper fraud prevention and detection when cashing-in credits.

How can I view my account?

All your deposits and cash-ins can be viewed through the CashCheck.

Security FAQs

Is my credit card number safe at an online casino?

Yes. The safest online casinos in Canada have a policy that states that they will never disclose any credit card information or any other information to any third parties. They also guarantee secure data transfer during any transactions.

How safe is it to give my credit card details over the Internet?

If you will be sharing your credit card details with regulated online casino you can be sure that it is safe. It is because they use top-notch encryption technology to ensure that your personal details and card information is protected 24/7.

Are my account number and password safe?

Yes. Thanks to the 128-bit SSL encryption technology, your data is as secure as possible. Each player gets to choose their password and is issued with a unique account number or username, meaning that no-one else can access your casino account.

Can I register a credit card at the casino that is not in my name?

Top online casinos won’t allow you to register if you’re not the signatory of the credit card. This is simply to protect you, your credit card and account. If someone else would like to play at any online casino on your PC, they need to open their own Real account.

Online Casino Legalities FAQs

What is the minimum age required to gamble at Canadian online casinos?

Only players over the age of 18 years, or the legal age of majority in their jurisdiction, are allowed to play at Canadian online casinos.

How do you tell if a casino is legal?

Legal online casinos are those that are licensed by gaming authorities. Such authorities can be Lotteries and Gaming Authorities of Malta, eCOGRA and more.

Is the information secure?

A good Canadian online casino will combine Microsoft’s SSL4 protocol with 128-bit encryption, providing the highest privacy and security available. This prevents any other site from accessing their servers.

We also strongly recommend that all Canadian gamblers keep track by making use of online statements and Playcheck reports.


What are my chances of winning?

Online casinos are regularly checked by independent auditors and make use of Random Number Generators. This is to ensure that players have a fair opportunity to win and that their betting odds are as favourable as can be.

Card games should be refreshed with every new game, which means that players enjoy one pack of shuffled cards every time.

How can I view exactly what cards have been dealt?

The Playcheck function which some Canadian online casinos may have, enables players to view their entire betting history. Here they are able to view what cards were dealt, where the ball landed and how the reels lined up. The results are normally updated every 45 minutes and this function also enables players to review the last 72 hours of play.

Technical Problems FAQs

What do I do if I need technical assistance?

Top online casinos featured at Maple Casino offer a 24/7 Contact Centre so they can assist players as quickly and efficiently as possible. Their operators are multilingual and you can reach them via a toll-free number, email or Live Chat.

What happens if I lose my connection to the gambling server?

If that happens, the online casino’s gaming server will restore your credit balance with your bet outcome if the server resolves the bet during the loss of your connection.

If it doesn’t resolve the bet during the loss of connection, the server will reflect the unfinished bet the next time you choose the game that you were busy playing when the loss occurred.

Why do the slot wheels keep spinning and don’t stop?

In most cases, this is as a result of Internet traffic and you simply need to close the program so that the Slot wheels can be refreshed to its last known position.

Why does the Roulette ball keep spinning without stopping?

This is due to Internet traffic and you simply need to close the program so that the Roulette ball can be refreshed to its last known position.

Why do the cards not flip over during a hand?

This is due to slow or bad Internet connection. The online casino’s gaming server will likely first resolve the bet and then continue with the wager.

How to Plays FAQs

How do I open an account?

  1. Save the online casino’s free software to your PC by clicking on any FREE DOWNLOAD button.
  2. When the download is finished you can install the software on your PC.
  3. Ensure you are connected to the Internet.
  4. Open the software and click on “Connect”. You then need to register online to play for FREE or with Real money.
  5. In order to register you need to provide your contact details and password.

You will be given a player account number once the registration is done. You need to keep your password and account number in a safe place as you will be using them to access your chosen online casino every time you want to play.

Do CA online casinos offer any competitions and prizes?

The online casinos that we feature on our website offer superb competitions and prizes on a monthly and weekly basis. All Canadian players can enjoy FREE participation in the competitions offered and will be notified via email of any other upcoming events.

Adding More Games

How do I download more games?

Your initial download already contains some of the most popular games, if you want to download more free games, you simply need to keep playing using the casino software, and more games will be added over time without interfering with your play.

If there is a specific game that you want, you can click on the game icon and the download will start immediately. If you want to continue playing other games while you’re waiting, you can close the pop-up box and view the download progress in the progress bar.

How long does it take to download more games?

The download time depends on your Internet connection speed. Online Canadian casinos recommended on Maple Casino may do upgrades; and download new games during normal play, but these are small and won’t interrupt your gameplay.

If you want to do multiple downloads, simply click on the game icons that you want.

Why does it take so long to download new games?

This depends on your Internet connection, the number of games you have selected and the conditions of your Internet Service Provider’s (ISP) network.

What if I get an error while downloading more games?

If you experience an error while downloading more games, you can get in touch with the relevant casino’s Support Team for assistance.

Most of the casinos recommended on Maple Casino has 24/7 support to help you, no matter the time or your location.


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