FAQs

All available deposit methods can be found in the Deposit Section. At Casino Elite, we support the following deposit methods:

• Bancontact
• Bancontact Mobile/Payconiq
• Debit Visa/MasterCard
• Paysafecard
• Neteller
• Skrill
• Apple Pay

• Ensure that any SMS filters or Do Not Disturb mode on your phone are disabled.
• Retry the transaction or try a different browser/device.
• If using a Belgian debit card (e.g., Bancontact, Maestro), make sure your card is enrolled in 3D Secure.
• Contact your bank for assistance if the issue persists.

Note: The 3D Secure code is used for debit cards like Bancontact, MasterCard, and Visa, as credit card deposits are not permitted in Belgium for casino transactions.

• First, confirm if the transaction was debited from your bank account.
• If the transaction was debited, contact our Customer Support Team via chat or email at help-en@casinoelite.be, providing proof of the deposit.
• Common reasons for deposit failures include incorrect payment details, insufficient funds, or issues with the payment provider.

All available deposit methods can be found under your player’s Account in the Deposit Section. Popular methods in Belgium include Bancontact, Payconiq, Maestro, Visa debit cards, Paysafecard, Neteller, Skrill, and Apple Pay.

• If you were charged but the deposit funds were not credited to your player account, the funds will be returned to your bank account within 5 business days.
• If the funds are not returned within this period, the transaction might be pending with the provider, and the funds should reach your player account within 24 hours once the status is cleared.
• If the issue persists, please contact our Customer Support Team for further assistance.

We do not charge any fees for deposits. However, please be aware that your bank may impose foreign exchange fees or additional transaction fees, especially for international transactions. It's advisable to check with your bank for any such fees.

All available withdrawal methods can be found in the Withdraw Section. At Casino Elite, we support the following withdrawal methods:

• Bank transfer to Belgian bank accounts
• Neteller (you must have deposited through Neteller to use it for withdrawals)
• Skrill (you must have deposited through Skrill to use it for withdrawals)

At Casino Elite, we ensure that your winnings are transferred to your bank account both swiftly and securely. Withdrawal processing times may vary based on the chosen method:

• Bank transfers to Belgian bank accounts: Instant (for more information on limitations, please refer to Instant Payments).
• Neteller: Instant to 24 hours.
• Skrill: Instant to 24 hours.

You can cancel your withdrawal directly from your player’s account. Navigate to the withdrawal section in your account and select the pending withdrawal you wish to cancel.

There are several reasons why you might be unable to withdraw funds:

• Your account is not fully verified. Please ensure you have completed all required verification steps.
• You have not met the Anti-Money Laundering (AML) requirements.
• Incorrect payment information was provided.
• Technical errors or issues with the chosen payment method.

Your withdrawal may be declined for several reasons, including:

• Incomplete verification within the required time frame.
• Unmet Anti-Money Laundering (AML) requirements.
• Incorrect payment information.
• Technical errors.
• Issues with the chosen payment method.

We do not charge any fees for withdrawals. Since all withdrawals are made to Belgian bank accounts, there are no foreign exchange fees or additional transaction fees.

To change your password, follow these steps:

• Log in to your account.
• Go to the "Profile" section under "My Account."
• Select "Change Password."
• Enter your current password, then enter your new password and confirm it.
• Save the changes. You will receive a confirmation email once your password has been successfully changed.

To change the details on your account:

• Log in to your account.
• Go to the "Profile" section under "My Account."
• You can update information such as your email address, phone number, and mailing address.
• For changes to personal details like your name or date of birth, you may need to contact customer support and provide verification documents.
• Save the changes, and you will receive a confirmation email once the updates have been successfully made.

No, you should never share your account password with anyone, including family members. Sharing your password can compromise the security of your account, leading to unauthorized access and potential misuse of your personal information and funds.

To register an account and use our services, you must be at least 21 years old. Accessing and using our services confirms that you meet this age requirement.

Yes, your account details are safe. We use advanced security measures, including encryption and secure data storage, to protect your personal information. Our systems are regularly updated to ensure the highest level of security in accordance with our Privacy Policy.

There are several reasons why you might be unable to open an account:

• Your information might be included in the Excluded Persons Information System (EPIS).
• Your exclusion may have been ordered by the Belgian Gaming Commission (BGC) due to self-exclusion, an application made by a trustee on behalf of an incapacitated person, exclusion due to your profession, collective debt settlement, or at the request of an interested third party.
• You may not meet the minimum legal age requirement of 21 years.
• You might be providing incorrect or incomplete information during the registration process.

If you are still unable to open an account, please contact our Customer Support Team for assistance via chat or email at help-en@casinoelite.be.

To verify your account, you can use one of the following methods:

• Itsme: If you registered with Itsme, your account is automatically verified.
• Manual Verification: If you registered manually, you have two options:
  • Connect with Itsme: Follow the instructions to connect your Itsme account for automatic verification.
  • Use Our Identity Verification Tool: Follow the step-by-step instructions to upload your identification documents.

If you are using the Identity Verification tool, you will need to provide a photo of one of the following documents:

• Valid passport
• ID card
• Driver's license
• Residence permit

The document must be current and show the expiration date.

You can verify your account at any time. However, we reserve the right to request verification of your player’s account at any point, especially before processing withdrawals.

Account verification is essential to protect both you and us from fraud, money laundering, and identity theft. This is a standardized procedure that all legitimate gaming operators are required to follow. Rest assured, your documents will be securely handled by authorized personnel only.

We always aim to complete your account verification instantly. However, please understand that in some specific instances, account verification can take longer.

There might be several reasons why your documents were rejected:

• The photo is blurry or unclear.
• The document is expired or does not show the expiration date.
• The document does not contain all the necessary information (e.g., full name).
• Parts of the document are not visible (e.g., corners are cut off).
• The document is not one of the accepted types for verification.

If your documents meet all the requirements and were still rejected, please contact our Customer Support Team for further assistance.

If you have any problems, comments, or complaints about our games, you can contact our Customer Service free of charge at any time of the day or week by emailing help-en@casinoelite.be. If our Customer Service has been unable to resolve your problem, you may initiate the formal complaint procedure by emailing a detailed description of your problem or complaint to complaints@casinoelite.be.

We will endeavor to provide you with a definitive response or solution within ten (10) days of receipt of your initial email. If further information or investigation is required, we will inform you within ten (10) days of receipt of your initial email, and a definitive response or solution will be provided no later than eight (8) weeks after receipt of your initial email.

Complaints can also be submitted via the European Online Dispute Resolution (ODR) platform provided by the European Commission. Further information is available at http://ec.europa.eu/consumers/odr/. If you believe that your legal rights as a consumer have been violated, you may also file a complaint with the Economic Inspection of the Federal Public Service Economy. Additionally, you can lodge a complaint with the Belgian Gaming Commission (BGC) if you notice a breach of the Act on Games of Chance.

Online slots are digital versions of traditional slot machines playable on various devices. They feature reels with symbols that spin and stop to form patterns on paylines. Winning combinations pay out prizes based on the game's paytable. Fair outcomes are ensured by a Random Number Generator (RNG).

RTP stands for "Return to Player," a percentage indicating the expected payout over time. For example, an RTP of 96% means €96 back for every €100 wagered. It reflects long-term averages, so individual results may vary. A higher RTP means better chances of winning in the long run.

At Casino Elite, we offer a wide range of exciting and popular games to suit all tastes and preferences. Classic options like Blackjack and Roulette provide strategic and thrilling experiences, while Dice Slots and Dice Games offer adventure with unique gameplay mechanics. Our game selection is constantly updated with new and exciting options.

Our Customer Service team is available 24/7 to assist you with any queries or issues. You can reach us via:

• Email: help-en@casinoelite.be
• Live chat: Available on our website

We provide support in English 24/7. French and Dutch support is available from 08:00 AM to 01:30 AM.

Due to our Belgian license, Casino Elite does not offer traditional bonuses like free spins, deposit bonuses, or cash back. However, players can enjoy rewarding experiences through our Elite Club programs. These programs offer exclusive rewards, tiered benefits, and exciting challenges to enhance your gaming experience.

Yes, Casino Elite has a loyalty program called the Elite Club. Players earn ElitePoints from their wagers, which contribute to their status level. Higher tiers unlock more prestigious benefits and access to special promotions.

The Elite Club is our loyalty program where players earn ElitePoints from their wagers. ElitePoints determine your tier and unlock progressively better rewards and privileges. The program also includes multipliers for frequent play and special offers for enhanced rewards.