Polder Casino FAQ’s:
As you are probably not the only person with a question we advise you to have a look through our frequently asked questions as your question has probably already been answered. If you are still no sure about the answer to your query please do get in touch with our service team as they have years of experience and would love to hear from you even your feedback is more than welcome.
Is Polder Casino for everyone?
Yes, Polder Casino is for everyone as long as you are at least 18 years of age and do not live in the United States of America, France, Spain, Italy or Estonia.
Which games do you offer?
The Random Number Generator (RNG) games offered are from NetEntertainment and include video slots as well as regular table games like Blackjack and Roulette. The live casino games which at the moment consist of Blackjack and Roulette are offered through a live stream directly from Portomaso Casino on Malta which is NOT a studio but a real brick and mortar casino
How do I know if the games are fair?
Polder Casino has been granted a license by the Maltese government and is regulated by the Malta Gaming Authorit (MGA) and the UK Gambling Commission.The games are run with a Random Number Generator (RNG) which meaning that the outcome is 100% random. All game outcomes are entirely random meaning they cannot be influenced in any way. The live casino games are streamed to your home and show the real casino in action. The outcome again is 100% random and you as a player can see and following everything that goes on there.
Can I play just for fun?
Yes, it is possible to play for fun even without registering. Although we would recommend that you register as we do have promotions where you sometimes get free spins which can result in real winnings but only if you are a registered customer.
How can Polder Casino be legal in Europe?
Polder Casino has been granted a license by the European countries Malta and the United Kingdom to offer remote gaming. As a European license holder Polder Casino may offers its services to European residents. As a player you will be ensured that everything is fair due to the licences Polder Casino has in place.
How does the live casino stream work?
It is very simple as the live games are broadcasted from a real casino, Portomaso Casino on Malta. When playing for example Roulette you will be able to see other real casino visitors that are placing bets or just hanging around the table. The outcome of a spin is then translated back to the online area you are playing in at Polder Casino.
When can I play live casino games, opening hours?
Because our live games are not broadcasted from a studio we have to respect the casino’s opening hours which are from 10:00 to 05:00 each day.
What are the bet sizes?
Each table has its own bet sizes just like in your local casino. All you need to do is open the table in your browser and the bet size will be indicated.
Can I look without betting?
Yes, this is possible but you must have a registered account as only then can you enter the live casino to look around without betting.
Is the live casino really live or is it just a prerecorded video?
What you see on Polder Casino is really happening in the casino in Malta. The images you see are not prerecorded but 100% live and real time. If you happen to be on the beautiful island of Malta then we highly suggest you visit the casino and see it for yourself. Just let our service team know and they will arrange a free drink for you.
I cannot open an account, what am I doing wrong?
This can be a problem and mostly it is resolved when you take your time and look at the compulsory fields that have to be filled in. Apart from that it can go wrong as every player needs a robust password which is sometimes a problem.
How long it the registration process?
1.Click on the Register button and you will see a screen that allows you to fill in your details. 2. Go through each field and fill in your correct details without punctuation marks. 3. Make sure you remember your password as this is required every time you log into your casino account. 4. After confirming your details and email will be sent to the provided address which holds an activation link. This link must be opened for your account to be activated. 5. You are now registered and ready to play for real and free money at Polder Casino.
Does Polder Casino support multiple accounts?
No, this is not supported and if this is the case then all balances will be forfeited without notification.
Is registration by phone an option?
No, the registration process has to be done by yourself but our highly trained service team will be able to guide you through the different steps.
Which bonuses does Polder Casino offer?
Our initial deposit bonus is the bonus we are the most proud off and consists of a staggering 50% on your first deposit with a maximum of 198.60 Euro’s. Apart for the initial bonus Polder Casino offers, there are regular bonus options combined with a deposit as well as free spins on new video slots.
How do I receive the initial bonus?
This bonus has been initiated for real money player to try the many different casino games and video slots at very little cost. If you register an account for the first time and make an initial deposit, Polder Casino will give you a 50% bonus on this deposit to a maximum of 198.60 Euro’s. This means that if you deposit 100 Euro’s you will be able to play in the casino with a total of 150 credits.
Is it possible to not accept the bonus and cancel it?
Yes, before you make any deposit go to page on the site with your details, unclick the check box and you will not get a bonus. The second option for if you have already received the bonus is to contact our Service team before you make your first bet.
Does my PC need any special requirements?
The only software that Polder Casino requires is Flash from Adobe which is installed on most PC’s around the world. Also using the latest version of your internet browser will enhance your casino experience.
Do I need to download anything to play?
No, Polder Casino has been made so that no one needs to download any software. Saying this, the casino runs on Flash and Java which are installed on most computers around the world as a standard. If this is not the case then both Java and Flash are free and can be downloaded in many different places online.
My game is not loading and I only see a loading bar?
This problem can be caused by two different things 1: Javacript is not enabled on your computer. 2: You might not have Flash installed or even have an old version.
I have been kicked out or the game has frozen, what do I do?
This is very possible and probably has one of the following reasons: 1: Your internet connection broke and the game froze or you were logged out. This can be solved by logging back into the casino and going back to the game you were playing. 3: Empty your cache and cookies in the browser settings 4: Polder Casino may have seen you were inactive and logged you out for safety reasons, just log in to carry on playing. 5: It may be a problem in the internet browser used, we always recommend Google Chrome but if this does happen just close all windows and restart the browser. 5: Sometimes the computer is to blame, just close everything and restart.
Is your service team always available?
Getting in touch with our service team can be done 24 hours a day and 365 days a year. Our live chat and phone service does unfortunately have restrictions but is available from 10:00 to 01:00 every day.
What are the different communication methods I can use?
Polder Casino has three basic communication methods, e-mail, phone and live chat. If you are a regular player then it is possible that you will get a separate number which is available 24 hours a day.
This is a international casino, so what language the customer service team speaks?
Our highly trained customer service team speaks different languages (English, German, Russian, Maltese, French, Flemish, Spanish and many other languages) which should make any communication issues a lot easier.
I have a very specific question that is not answered here, what do I do?
Very simple, please get in touch with our service team, they will be able to help you with almost every request.
Which deposit option does Polder Casino support?
Polder Casino tries to offer as many different and relevant deposit options as possible. At the moment we offer the following options: Instant bank, Visa, MasterCard, Skrill, Neteller, Ukash, Paysafe and Bank Transfer.
How exactly do I deposit in my casino account?
After creating an account, visit the ‘Deposit’ tab and fill in the required fields. All the deposits are instant apart from Bank Transfer so you should be able to play straight away.
Does Polder Casino have a minimum deposit?
Yes, the minimum deposit amount is set at 10 Euro’s apart from Bank Transfer which is 30 Euro’s.
I read about having to send you some personal documents, how does this work?
In accordance with the law we need to know who you are and therefore we ask for some personal documents if you deposit with credit card or even do a withdraw.
Where can I find your bank details for the Bank Transfer?
Polder casino account in Malta: Account Holder: L&L Europe Ltd. Address: 26 Ghar Id-Dud Street, SLM 1573, Sliema, Malta. Bank Name: Bank of Valletta, 45 Republic Street, VLT 1113, Valletta, Malta. Bank Account Number: 400 21829 631. IBAN: MT02VALL22013000000040021829631. BIC : VALLMTMT
How do I withdraw funds?
Making a withdrawal is actually very simple but it will cost some energy the in case we need documents to verify your account, but this is only a process that you need to do once. Polder Casino does not charge any costs at all for a withdrawal and it only takes a few days. Depending on the withdrawal method chosen it might speed things up by a day but all transactions are processed within 24 hours except in the weekend.
Which documents does Polder Casino need from me to be able to do the verification?
This again is very simple but needs to be done with the necessary attention. One valid proof of identification, this can be a passport or EU ID. Next is a copy or scan of a utility bill which states clearly your current address and may not be older than three months. This can be a phone bill or even a bill from your energy company to prove your address. If you deposited with a credit card then a scan or photo of the card is necessary were only the first six and last four digits are visible.
Do you charge for a withdrawal like some other casino’s do?
No, we do not charge for a withdrawal unless a player is withdrawing every day and depositing every day. Polder Casino does get charged by all banks to process every withdrawal but this costs is absorbed by us unless a player makes misuse of this, then they will be charged.
How long does it take before I get my withdrawal?
A straight answer to this question does unfortunately not exist as every bank is different. We process all withdrawals within 24 hours during working days so this normally means that you should have all funds on your account with two days. If this is not the case then please do just let our service team know and update you, they are glad to help.
Is there a report in the system where I can see all my transactions?
Yes, all transactions are recorded in the system and can be seen when logged in. The tab ‘Transactions’ can be found when logged in under the ‘My Account’ section of the site.
Why do I need to send personal information to the casino?
This may seem as something that is not relevant but it is very important for both us the casino and you as the player. We need to be 100% sure you are the actual player and not someone else that has gotten your details by some fraudulent method and is trying to take your money. Again we fully understand that this whole process may be frustrating but we do try our best to do all verification as efficiently as possible.
How do I retrieve a lost username or even password?
Losing or even forgetting your password is not a problem at Polder Casino. Just under the login box on the homepage there is a link ‘Forgotten Password’ which when clicked on will take you to a screen where you can fill in your email address or username. After filling in the details required you will be sent an email by the system which requires you to click on another link. If the situation is that you have lost your username then you just need to have a look at previous emails sent by Polder Casino as it is stated in them all. Our service team does not have access to your password so please do not expect them to give it via email or in a telephone conversation.
Is it an option to permanently or temporarily close my account?
Yes, if you feel that you have a problem with gambling or even just for the sake of security wish to close your account then this can be done. The option for temporarily closing your account can be done for different timeframes up to a year but if you think that you have a problem with gambling then we advise you to close your account permanently and seek help. Gambling is meant to be fun and have an entertainment value but there is a fine line between addiction and enjoyment so make sure you stay within your limits.
Are my personal and credit card data protected?
Yes, all your personal and even credit card details are protected. Polder Casino has invested a lot in protection and safety for all details so not just personal details but also your gaming history. Besides the safety of storing information Polder Casino has also gone to great extent when it comes to sending information over the internet as this has to be safe and secure as well. Both storing and the transport of information are priority issues at Polder Casino.
I read about personal information being stored safely but how do I know?
All data that is sent through the internet is encrypted and all personal and sensitive information that is stored in the system is also encrypted. This means that for example no employee of Polder Casino can see your password and a new password request has to go through the system.
Are my personal details safe with Polder Casino?
Yes, they are very safe and will never be used or even sold to third parties. As stated before we have invested a lot of time and finances into security and safety as this is one of our highest priorities.