Security
1. Is AusVegas Online Casino a safe and trusted site?
2. Is it safe to give my credit card details over the net?
3. Am I permitted to gamble on this site?
4. Why is it important that all of my email enquires to AusVegas Online Casino Support are sent via the email address registered in my account?

Registration
10. How do I register an account?
11. I've lost my password, how do I access my account?
12. I've received an error while trying to register my account, what does it mean?

Account
13. How do I change my email address?
14. How do I change my password?
15. What are Free Play Points?
16. I have a POINTS account, how can I upgrade it to cash?
17. I only have a CASH account, can I still play for free points?
18. What is my Account Registration level?
19. My account has become Blocked or Suspended what should I do?
20. My account has been closed! What should I do?
21. What is a bet limit?
22. Can I see a listing of all my financial transactions with AusVegas Online Casino?
23. I've received an error while trying to edit something in my account, what does it mean?

If you can access your AusVegas Online Casino account and wish to change your password, please use the instructions found here.

I still cannot access my account.

Unfortunately, like your account password and credit card details, your Security Phrase response is encrypted into the system and cannot be accessed by our Support team should you forget or misplace it.

If this unfortunate event occurs please contact a Customer Care Operator for further instructions.

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12. I've received an error while trying to register my account, what does it mean?

There are two main types of errors that can occur during the registration process.

The first category is a registration error -

You've missed filling in a field during the registration process - An error message will be displayed explaining which field needs to be corrected. All fields with an asterisk (*) are mandatory and must be completed.

Your password is required to be a minimum of 8 alphanumeric characters (at least 2 numbers & 1 alphabetic character)

Your User Name is required to be at least 8 alphanumeric characters.

The second category of error encompasses all other messages you are likely to receive that will halt the registration process. They indicate that you have lost connection with our secure server or that our server is unavailable at that moment. You may be unable to complete the registration process until a later time.

We require your computer to maintain a connection to our secure server in order to ensure the privacy and security of all information you pass along to us during the registration process. If you receive a loss of connection error we recommend you click on the Login link from the top menu and restart the registration process.

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13. How do I change my email address?

If you have changed Internet Service Providers (ISP) and have been provided with another email address, or if you no longer have access to the email address you previously registered in your AusVegas Online Casino account, you will need to update your email address to your AusVegas Online Casino account.

To change your email address:

1. Sign In to your AusVegas Online Casino account as normal.
2. Click on the ACCOUNT DETAILS link from the top menu of the games window.
3. When the ACCOUNT DETAILS menu appears, choose the EDIT PLAYER link.
4. Place your new email address in the box provided and hit the SUBMIT button to continue.

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14. How do I change my password?

If you can access your AusVegas Online Casino account, please use the instructions below to change your password.

1. Sign In to your AusVegas Online Casino account as normal.
2. Click on the ACCOUNT DETAILS link from the top menu of the games window.
3. When the ACCOUNT DETAILS menu appears, choose the CHANGE PASSWORD link.
4. Enter in your Current Password, and enter and confirm your NEW Password in both of the New Password fields.
5. Once all fields are complete, simply choose the SUBMIT button. Congratulations! You have now changed your password for your AusVegas Online Casino account.

If you are unable to access your AusVegas Online Casino account you will need to answer your account SECURITY PHRASE in order to change your password and gain access to your account. Instructions can be found here.

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15. What are Free Play Points?

When you first create an account at AusVegas Online Casino, you are given the choice of playing for cash, or for free points. Players that choose to play for points are given a balance of 50,000 free fun points.

Free points are not cash, nor are they redeemable for cash or other prizes. Free points are just for fun play or for you to familiarise yourself with the games prior to committing to cash play.

In the event a player requires additional FUN Points they can reset them under the 'Cashier' menu of the AusVegas Online Casino site.

If you wish to play for cash, you must register a CASH account or upgrade your existing points account to cash. Simply select the 'Play for Cash' option when you first LOGIN to your points account. Please note that once an account has been enabled for Cash Play you will no longer be able to play for points using that account.

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16. I have a POINTS account, how can I upgrade it to cash?

Each AusVegas Online Casino account has only one purse balance. This means that you are unable to play for both free points and cash play using the same account. Should you decide that you wish to upgrade a points account to cash play, please note that you will be unable to play in that account for points in the future. In this situation you will need to register a new second account solely for points play. Each player is permitted to have one cash play account and one points account registered. In order to upgrade your AusVegas Online Casino points account to Cash play simply select the 'Play for Cash' option immediately after signing into your account.

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17. I only have a CASH account, can I still play for free?

As you are unable to play for both Cash and Free Play Points in the same account, players are permitted to have two accounts registered in their name. One points play account and one cash play account. Please note when registering a second account, you will need to use a different User Name and email address to your other account already registered. Should you attempt to use a User Name or email address that is already in use, you will receive an error stating that it is already registered and in use. Please use the instructions here to register a free points play account.

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18. What is my Account Registration level?

Each account here at AusVegas Online Casino has what is called a Registration Level. This level indicates what the account deposit and bet limits are, as well as whether the player has provided proof of age documentation for their account. The higher registration levels allow participation in our Recognition and Rewards program. Different registration levels may have differing methods of withdrawal available.

The current registration levels are:

Online	The most basic registration level, players of this level can deposit US$500 per 30 days and are unable to withdraw funds.
Age Confirmed	In order to reach this level, players must first provide Proof of Age documentation. Players at this level can withdraw funds from their account via cheque. Their 30 day deposit limit is now raised to US$2,500, or US$3,500 should they also provide proof of address documentation.
Bronze Silver Gold	Bronze, Silver and Gold registration levels are part of the Rewards and Recognition program, more information can be found here. Players at these levels can also withdraw funds from their account via NETELLER, Click2Pay and Instadebit.

Instructions on providing Proof of Age and Address documentation can be found here.

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19. My account has become Blocked or Suspended what should I do?

At times a player will go to sign into their account and find that it has been blocked or suspended. This message is displayed if a temporary block has been placed on a player account by the system. These temporary blocks occur for a number of reasons, for example you've made an attempt to make a deposit via your credit card and we've received a response from your bank system other than approved.

Should your account become blocked or suspended, it is a relatively simple matter to have it unblocked so you can again resume play. Simply send an email to support@ausvegas.com.au requesting that we unblock your account. We shall do so when we receive your email and reply when you are able to sign in to your account once more.

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20. My account has been closed! What should I do?

At times a player will go to sign into their account and discover that it has been closed. Accounts can be closed for many reasons such as a player registering multiple points or cash accounts (players are permitted to have one cash play account and one points play account only) or if they have requested it be closed in the past. Should you discover that your account has been closed, please send an email to support@ausvegas.com.au asking for more information regarding the account closure and we shall reply with information as to why it is currently not accessible and instructions on how to have it reopened if that is an option. There will be several circumstances where a player will not be able to have their account reopened, but this will be explained in the email from our Customer Support Operator.

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21. What is a bet limit?

Your account bet limit is a function that has been designed so a player can nominate the total amount of wagers they can make in their account over a 30 day period. The default setting for an account bet limit is US$10,000. Your bet limit is the maximum amount of your own deposits which you can lose in any given bet limit period. For example if your bet limit was set to US$1000, and you deposited US$1500 then went on to play the games and lost US$1000, our system would not allow you to bet any further as you would have lost US$1000 of your money. Any funds you win along the way do not form part of your initial deposits therefore you are permitted to play these winnings without this counting towards your bet limit.

Every 30 days your bet limit is reset allowing you to play once again. You may choose the LIMIT ADJUST link under the ACCOUNT DETAILS menu on our site to decrease your own bet limit at any time.

Should you wish to have your bet limit increased again, you will need to send an email to support@ausvegas.com.au requesting that you wish your bet limit to be increased, and stating what you want it increased to. A 7 day cooling off period applies before any increases to bet limits are applied.

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22. Can I see a listing of all my financial transactions with AusVegas Online Casino?

Yes. The information can be accessed via the REPORTS link under the ACCOUNT DETAILS menu option.

To view the Transaction History for your AusVegas Online Casino account:

1. Sign In to your AusVegas Online Casino account as normal.
2. Click on the ACCOUNT DETAILS link from the top menu of the games window.
3. When the ACCOUNT DETAILS menu appears, choose the REPORTS link.
4. Select the Financial Ledger Report from the dropdown box and then select the dates boundaries you wish for the report and press the GO button.

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23. I've received an error while trying to edit something in my account, what does it mean?

The most common error a player will encounter while trying to edit any of his/her account details will be a timeout error. This error indicates that the players computer has lost connection with our secure server. The error usually displays as a blank screen, a "page cannot be displayed" error, or a 2020 or a 2001 error code. If this occurs we recommend you simply reattempt the edit. If you continue to have any difficulties, please contact a Customer Care Operator for further assistance.

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Financial

24. How do I deposit to my account?

AusVegas Online Casino accepts deposits made through Credit Card (Mastercard or Visa), NETELLER, Moneybookers, Instadebit, Click2Pay, Cheque and Telegraphic Transfers.

Please find below directions on how to make a deposit through each deposit method.

Please note: Players residing in certain countries may not be able to deposit via some of these methods. Please Refer to Question 3 for any deposit restrictions that may exist for your Country.

CREDIT CARD

In order to deposit funds to your AusVegas Online Casino Cash account, please follow the directions below.

If you wish for your withdrawal (cash out) to be reversed back to your casino account, please contact Customer Support at support@ausvegas.com.au prior to your withdrawal being processed. (Minimum withdrawal amount for a reversal = US$50)

To view your withdrawal reversals that have been processed, simply generate a “Financial Ledger Report” for that period, from the “Accounts Details” page.

For further information please contact Customer Support via Live Chat or email us at support@ausvegas.com.au

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30. I'm unsure as to the security and privacy of any Identification information I provide. Can you reassure me?

All our staff must obtain Gaming Licenses from the Northern Territory Government in Australia. Our staff member's personal backgrounds are submitted to stringent security checks before commencing employment here to ensure that our organisation maintains one of the highest standards in the world for casino gaming.

AusVegas Online Casino Customer Information Policy pledges that any details disclosed by the player to AusVegas Online Casino will not be sold or distributed to a third party.

AusVegas Online Casino sensitive player information is secured employing a 128-bit key encryption. This encryption length is immensely difficult to break, therefore offering maximum security. Servers holding sensitive player information are housed in Lasseters Hotel Casino complex, in secured rooms. These rooms are under 24- hour surveillance and are only accessed by authorised Government personnel and licensed staff members.

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31. What Withdrawal Methods are available?

If you have provided suitable identification and had your account upgraded to AGE CONFIRMED registration level, you will already have the Withdrawal Option enabled on your player account. This will allow you to remove funds from your account at any time.

AGE CONFIRMED players can withdraw via Bank Cheque only. Your cheque withdrawal will be drawn by The National Bank of Australia and made out in your local currency where possible. Bronze, Silver and Gold players also have the option of withdrawing from their account via NETELLER, Click2Pay and Instadebit.

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32. How long will it take for my withdrawal to arrive?

Cheque withdrawals will normally take from seven to fourteen business days from the date of request to reach you through normal post. However, this time period may vary.

For Bronze players and above (Silver and Gold), withdrawals via 3rd parties such as NETELLER will take up to 72 hours from the time of request to appear in your NETELLER account.

Please note that the email address in your AusVegas Online Casino account must match that in your NETELLER account, otherwise the transactions between your AusVegas Online Casino account, and your NETELLER account will not be successful. In this situation the withdrawal request will be cancelled and the funds returned to your AusVegas Online Casino player account.

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Games

33. What games do AusVegas Online Casino have?

A full list of the games available from AusVegas Online Casino can be found below.

TABLE GAMES
Baccarat
Blackjack
Roulette

SLOT GAMES
We have a variety of slot games available for play here at AusVegas Online Casino, all with a wide variety of scatters, free spins and other bonus features.

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34. What do I need to play the games?

At this time you can play the AusVegas games using "FLASH" 6. Most Internet browsers come standard with "FLASH" 6 available but uninstalled. In order to activate "FLASH" (if not already present and installed on your browser), when you first encounter a "FLASH" compatible website you will be prompted in a popup window to install the "FLASH" program. Please confirm that the version number is 6 or greater (it will be displayed in the popup window) and press the Yes button to continue. If you do not have access to "FLASH" version 6 or greater when prompted to install the files please contact us for further instructions. If a correct version of "FLASH" is already active on your system you will be entered straight into the selected game.

To play our "FLASH" Instant Play games ensure that your browser checks for newer versions of stored pages on every visit. You can do this in Internet Explorer by:
1. Selecting Tools--> Internet Options.
2. Clicking the Settings button in the middle of the message box.
3. Click on Every visit to the page.
4. Click on OK
5. Click on OK

When the AusVegas Online Casino Game Selection Menu loads you will notice that the menu defaults to slot games. If you wish to play table games, simply click the 'Table Games' button from the games menu screen. The "FLASH" games will load almost instantaneously when selected.

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37. How can I be sure the games are fair?

Our games are all independently audited by the Northern Territory Government of Australia's Racing and Gaming Commission, before they are implemented on our site. As such, you can be assured that all game results are true and correct. Our Support Team are more than happy to explain the details behind any specific game you play where you may have received a payout or loss result that you are unsure of.

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38.Where can I see my previous game play?

Information on your account game history can be accessed via the REPORTS link under the ACCOUNT DETAILS menu option.

To view the Transaction History for your AusVegas Online Casino account:

1. Sign In to your AusVegas Online Casino account as normal.
2. Click on the ACCOUNT DETAILS link from the top menu of the games window.
3. When the ACCOUNT DETAILS menu appears, choose the REPORTS link.
4. Select the Games Ledger Report from the dropdown list and then select the required dates for the report and press the GO button.

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39. The reels won't stop spinning, what does this mean?

This particular error indicates that your computer is experiencing some minor lag. In most cases the reels will stop spinning after a short time, once the signal from our server resynchronizes. However, at times they will keep spinning indefinitely and this indicates that you have lost the secure connection to our server. If this occurs, we recommend you login again to recommence playing. Please do not be concerned if you had an unfinished game. The game state will be saved and you will need to finish that particular game when you next sign in, before moving on to another game. Alternatively, the game result would have already been decided and the result can be located on your games ledger report.

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40. I've received an error message while playing the games, what does it mean?

The most common error a player will encounter while playing the games will be a timeout error. To recitfy this simply click on the LOGIN button from the top menu and LOGIN to the casino again. If you continue to have difficulties please contact a Customer Care Operator.

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Promotions

41. How can I become part of the Rewards and Recognition program?

AusVegas Online Casino hold specialised promotions each month, according to each player Registration level. Promotional emails are sent to our eligible customers, prior to the beginning of each promotional period. If you are not certain about whether you are subscribed to our mailing list, please send us an email, requesting to receive emailed notifications of any future promotions.

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42. How can I subscribe/unsubscribe from AusVegas Online Casino promotions and newsletters?

If you wish to subscribe or unsubscribe from our promotions, please send an email to support@ausvegas.com.au with the appropriate subject heading 'SUBSCRIBE' or 'UNSUBSCRIBE'. For security reasons we must receive this from the email address registered in your AusVegas Online Casino account in order to process the request .

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43. How do I find out what current promotions AusVegas Online Casino have on offer?

Information about our latest promotions is available on our site under PROMOTIONS on our main menu. The link to our promotion page is also provided to all our customers who receive our monthly newsletter. You must be subscribed to our mailing list and your account must not be currently blocked or excluded in order for you to receive our newsletter and upcoming promotions.

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44. I've just registered my account, where is my Sign Up Bonus?

Once you have made your first initial cash deposit to your account, your Sign Up Bonus will be credited to your new player account within 24 hours. (Terms and Conditions apply - Refer to Promotions)

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45. What is 'required turnover' and why do I have to fulfil this amount before I can withdraw funds?

The turnover requirement of a promotion is the amount that a customer must bet or wager prior to making a withdrawal from his/her AusVegas Online Casino account. AusVegas Online Casino aims to provide an enjoyable gaming experience for you and frequently offer promotions in order to enhance your enjoyment of our games. Turnover requirements exist to protect against promotional abuse. The turnover requirements ensure that we have a fair and generous rewards system for all our valued players. AusVegas Online Casino promotions have a standard turnover requirement of ten times the combined amount of the bonus received and your deposit made to claim the bonus. Please refer to the Terms and Conditions of individual promotions as turnover requirements may differ from time to time.

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Other

46. I would like to exclude myself from playing the games. How do I do this?

If you wish to take some time off from gambling at our site, you may choose to do this through our 'Self-Exclusion' facility. Self-exclusion means that you will not be able to access your AusVegas Online Casino account to play our games for a chosen period of time (e.g. 7days). To activate the self-exclusion function in your AusVegas Online Casino account, please follow the directions below:

1. Sign in to your AusVegas Online Casino account as normal.
2. Click on the ACCOUNT DETAILS link from the top menu of the games window.
3. When the Account Details menu appears, choose the SELF-EXCLUSION link.
4. When the SELF-EXCLUSION page appears, please click on the drop down menu to choose the desired time period for excluding yourself from playing at AusVegas Online Casino.
5. Once you have selected the time period, please click on the SUBMIT button. After submitting this, you will have self-excluded yourself from playing at AusVegas Online Casino for the chosen time period.

Please note that if you activate the self exclusion option three times or choose the permanent exclusion option during the history of your play with AusVegas Online Casino, or any other site operated by Lasseters Casino Pty Ltd (LCPL) your account/s will be permanently closed in accordance with the Northern Territory Government Regulations.

(Eg. In the event a player has both an AusVegas and a Lasseters cash account and he/she permanently excludes themselves on one of the sites, then LCPL will close any other such accounts belonging to that player).

Please use caution when activating the self exclusion function as we will be unable to reopen your account, unless you make a successful appeal to our Government Regulators.

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48. I think I might have a gambling problem, what advice can you give to help?

AusVegas Online Casino is aware that occasionally some people develop problems with gambling. AusVegas Online Casino have consulted with Amity Community Services who understand, and liaise, with people in these situations on a regular basis.

AusVegas Online Casino has sponsored a web site for Amity Community Services to assist people who recognise that they may have a problem. We encourage you to view the site and complete the self-assessment form, which will help you to identify if a problem exists. Take me to Amity Community Services.

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49. How do I contact your Government Regulators?

Although we aim to resolve any issues you may have, if your complaint is not resolved to your satisfaction after emailing our Customer Support team or management@ausvegas.com.au you may take your complaint further to our Government Regulators. (Australia's Northern Territory Government)

Contact via Post
Director of Licencing
Racing Gaming and Licencing
NT Treasury
GPO Box 1154
Darwin. NT. AUSTRALIA 0801

OR alternatively via email
Deputy Director of Licencing
Email: ChrisW.McIntyre@nt.gov.au
Website: www.nt.gov.au/ntt/licensing/

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50. I am not receiving emails from AusVegas. What can I do?

Place AusVegas on your email safelist.

To ensure you receive our emails such as our fantastic cash promotions and our monthly newsletter please enter the below email addresses into your email safe or approved senders list.

Doing this will ensure our emails are delivered to your inbox as some filters block the message and send them to your bulk/junk/spam email folder.

support@ausvegas.com.au
Aus.Vegas@xmr3.com
AusVegas@xmr3.com

If you require any assistance please contact our Customer Support team.

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51. What if I have a query that is not mentioned in the FAQ's?

If you have any enquiry that you cannot find an answer for in our FAQs section, please contact us through email or chat.

You may contact us through email or chat at anytime by following the directions below:

1. Please click on CONTACT US from the top menu . A smaller second window will open to display our CONTACT US page.
2. On our CONTACT US page, there are two options available to you.
3. If you wish to send an email to us, please click on EMAIL A CUSTOMER CARE OPERATOR. A new window will open for you to compose an email to us. Please click on the SEND button once you have completed the email.
4. If you require assistance through chat, please click on CHAT ONLINE WITH A CUSTOMER CARE OPERATOR. Our customer care operators are available to help you 7.00am til 5.00pm (ACST), seven days per week.