frequently asked questions
Read our frequently asked questions and answers:
This page holds the most frequently asked questions and answers that might be able to help you without having to get in touch with our support team. Please read through them all as we have thousands of customers just like yourself that have probably already asked the question before you.
Slots, Video slots to Pokies and Classic Pokies. Live Casino games are broadcast from the Net Ent Live Casino studio situated in Malta.
Are all the different games fair?
Every title available at the All Australian Casino is operated on a Random Number Generator (RNG) which guarantees the various games are fair. A Random Number Generator means that all of the numbers are generated entirely at random this means there can be no manipulation. All of the live casino games on offer are broadcast from the Portomaso Casino in Malta where a live dealer is dealing in real time including interaction from live players.
Do I have to register my details or can I just play for fun?
Yes, free fun play is possible and no details have to be provided. Fun play happens when a client is logged out they have to simply click on the desired game and select the sample mode. No live games are available for fun play and only the slot games in the casino section allow is mode.
What legalities does All Australian Casino operate under?
All Australian Casino is licensed by the Malta Gaming Authority and ensures it operates to the highest possible standards. All Australian Casino are fully regulated by the Government of Malta and are licensed to offer its games of chance to clients in Australia. The Gaming Authority has granted this license to All Australian Casino in the understanding they will operate in full compliance with the strict regulations in place. Furthermore All Australian Casino has a Curaçao Gaming License and a Gambling license granted by the Gambling Commission (United Kindom).
Where are the live games broadcast from?
The entire collection of live casino games is broadcast from the Portomaso Casino on the Mediterranean island of Malta. Portomaso Casino is owned and run by the Tumas Gaming Limited, a fully owned subsidiary of the Tumas Group. The Tumas Group are fully licensed and regulated by the Malta Gaming Authority. Next to live games from two real casinos we offer the live games broadcasted by Net Entertainment.
What are the Live Casino hours of play?
Broadcasts from the Portomaso Casino in Malta occur between the opening hours of 10am – 5am (CET) daily. The Netent studios are open 24/7, 365 days per year.
Is it possible to watch live games without playing?
The range of live games is accessible for viewing for a limited amount of time only. To do this the client must log into their casino account and then visit the games without placing a bet. The various live games are all broadcast via cameras focusing on each table game.
Are the Live Casino games broadcast in real time?
All of the live casino games accessible at All Australian Casino are broadcast in real time with real dealers and players in the Portomaso Casino in Malta. Next to every dealer is a television broadcasting CNN in real time verifying the live feed. On some of the tables players will be able to chat with the Live Dealers.
What are the maximum and minimum stakes?
All Australian Casino has been designed to cater for as many different client requirements as possible and therefore has a wide range of wagering options. The individual games all have different stake requirements which are displayed on each game.
Are the live casino games available for fun play?
Unfortunately none of the live Casino games are available for fun play they are only available for money when clients are logged into their account. The casino games are the only titles at All Australian Casino that are available for fun play, these free games are accessed when a client is logged out of their account.
I am having difficulties opening an account
If you are having difficulties to create an account at All Australian Casino is could be that specific details aren’t provided correctly. One important aspect to consider is your password. All Australian Casino only accepts robust passwords that contain at least 8 characters including one capital and one number.
How can I open an account at All Australian Casino?
1: Ensure a connection to the internet is established then close all other applications and open All Australian Casino’s website. 2: Ensure that all of the requested details are completed; this excludes any punctuation used in the fields. Both capital and lower case are accepted in these fields. 3: Make a mental note of the password as this will be required again. 4: Once the form is completed a confirmation email is sent out to the client with a link. The client must click on the link to activate the account. 5: Once the client clicks the link to activate their All Australian Casino account they can log in with the earlier entered username and password.
Is it possible to open more than one account at All Australian Casino?
This is absolutely forbidden in accordance with the Casino’s terms and conditions to open multiple accounts. These terms and conditions state that only one account is permitted per person, any multiple accounts found will be closed. People who operate multiple accounts run the risk of losing rights to their winnings.
I have a problem with opening an account. Can I do so over the phone?
All Australian Casino has invested heavily in providing the best customer service agents that are specially trained to be able to help clients when opening accounts. These agents are capable of guided clients through the process when they want to open an account.
What bonuses are available?
The first and primary bonus on offer at All Australian Casino is the welcome bonus of 100% on all first deposits up to $500. The other promotions and bonuses that are conveyed to players are done so via All Australian Casino’s marketing team through email or on the news and promotions page.
When can I use the welcome bonus?
The welcome bonus is automatically awarded to each client when they first deposit at All Australian Casino. This welcome bonus will automatically appear on the clients screen when they play a game included in the bonus screen. The bonus terms and conditions shows a full list of games included under the welcome bonus scheme.
Is it possible to cancel my bonus and if possible what happens to my money?
Yes this is possible. To cancel a bonus simply click on your name and full balance at the top of the site. A dropdown menu will appear where you will have the option to cancel your bonus. If you wish to opt out of all bonuses this option is easily available to clients in the profile page of their account by clicking the right option.
What are wagering requirements?
Bonuses are subject to a wagering requirement which is an amount a client must wager before they can turn the bonus into accessible funds. An example of how this wagering requirement works is, $10 deposited results in $10 bonus and this then has a wagering requirement of x35. This means ($10 x 35 = $350) $350 must be wagered through before the bonus funds can be withdrawn.
What are cookies and why do they have to be enabled?
Cookies are a technical term describing small pieces of data that are imprinted on a person’s hard drive when they visit a website in a browser. The ‘cookies’ hold information that tracks all of the information about their visit to the website, what pages they visited and in what order. The information that ‘cookies’ provide allows All Australian Casino to provide their clients with the best possible gaming experience. The constant efforts that All Australian Casino makes to provide their players with the best possible experience means that clients should enable cookies.
What system requirements are needed to support All Australian Casino?
All Australian Casino is available on all of the most recent web browsers these include, Internet Explorer, Safari, Chrome, Firefox, Opera, etc. We should note that players will have the best online gaming experience in the web browser Chrome.
Does software need to be downloaded?
Every game that is available at All Australian Casino is accessible through web browsers and do not need to be downloaded. Clients must ensure that both Flash and Java are enabled on their computer; if these are not installed they can be installed at Adobe Flash Player and Java Script. Latest games use the technology of HTML5 which is supported by the latest version of your preferred browser by default.
I am on the game page and the animation keeps running but the game doesn’t appear?
In case of a game freezing or displaying an error message what should be done?
There are several potential causes of this problem: 1: A disruption to the internet connection, if this happens clients should go back to the homepage and restart the game. 2: Empty the cache. 3: If a client is inactive for a period of time they may be timed out of the session meaning they have go back and repeat the logging in process. 4: Web browsers can have difficulties and problems. In this event all browsers have to be shut down and then restarted, if this is a reoccurring problem then it is advised to (re) install Java. 5: There may be another problem with the computer which could need a restart.
What are the opening hours for customer service?
All Australian Casino pride themselves in being able to offer its clients around the clock care and support. The customer service team is contactable twenty four hours a day, seven days a week and three hundred and sixty five days a year.
How can I reach the customer service agents?
The customer service team at All Australian Casino is available over email, live chat and telephone.
What language does the customer service team speak?
All of the customer service team at All Australian Casino is native English speakers.
If my problem is not found in the FAQ section what shall I do?
Any question no matter how small is encouraged by our experienced team. The customer service team is always open and available on three different medium.
What are All Australian Casino’s accepted payment methods?
The following are all accepted: Visa, MasterCard, Bank Transfer, Skrill, Neteller and PaysafeCard (former Ukash).
How are funds deposited?
Funds can be deposited at All Australian Casino by the client logging in and then choosing the ‘Deposit’ button. The client is then transferred to the deposit page where they can easily select their chosen payment method.
Minimum deposit amounts:
Minimum deposit amounts for Visa, MasterCard, Skrill, Neteller and PaysafeCard is $10
At what stage to I have to submit my verification documents?
The verification documents that are required to confirm a client’s identity is needed when a deposit via a credit card is made, a withdrawal is made or anytime the customer service team request. Verification documents only need to be submitted once unless a new deposit method is used and these documents should be sent to the customer service team.
I want to make a bank transfer what are All Australian Casino’s details?
IBAN: MT64VALL22013000000040021051739. BIC : VALLMTMT
Can I change my personal budget limits?
Yes, All Australian Casino has made this process as easy and user friendly as possible because we believe that responsible gaming is very important. To set specific limits simply login to your account and click the My Account button. On the My Account section you will see a tab on the right “Responsible Gaming”. When you visit the responsible gaming section you will enter the limits page where you can set a deposit, time, bet or loss limit as your satisfaction.
How can I make a withdrawal?
A withdrawal from the clients casino account to their bank account, credit card or e-wallet is an easy and straight forward process. The client must first log into their account and click on the withdrawal option, all withdrawals are processed within twenty four hours of receipt by All Australian Casino. In the case of withdrawals affected via Visa they take 2-3 working days to be transferred onto the card. Any withdrawals that are made via bank transfer take 3-4 working days to be transferred into the clients account. Most withdrawals to be successfully processed must have had the relevant documents submitted, requested by our customer service team.
What are the required documents to withdraw funds?
Clients who want to withdraw funds from All Australian Casino need to have a copy of a current utility bill showing their registered home address (bills within the last three months only are accepted), copy of an identity document (passport) and a copy of the card used to make the deposit (This should only show the first 6 and last 4 digits). Sometimes we do not need any documents, our customer service team will request documents in case we need them.
What are the charges incurred for withdrawing funds?
All withdrawals made onto Visa cards at All Australian Casino incur no costs and take 2-3 working days. Withdrawals via bank transfer can incur a cost which a member of the customer service team will always advise clients of beforehand.
How long do withdrawals take to be transferred?
All Australian Casino endeavor to make this process as fast as possible and all withdrawals are processed within 24 hours of receipt. Withdrawals that are made with Visa card can take up to 2-3 working days to appear on the original card. Withdrawals that are processed for bank transfers can take 3-4 working days to clear in the client’s bank account.
Can I check my financial history?
Yes, clients can at anytime check their financial and transaction history. To check their history the client must log into their account and then go to personal settings and transactions for a breakdown of their history.
Why is verification needed?
Identification verification is in place to protect all customers of All Australian Casino against fraud. The customer service team will contact clients at random times to ensure that all the correct procedures have been followed.
What should I do if I forget my username and password?
All Australian Casino has a ‘forgot password’ feature to help its clients. The feature is found underneath the login box, the client has to enter their user name or email address to generate a new password. The client is then sent a verification email with their new password which they can then use to log in, once the client has logged in using the new password they can easily change it to a more memorable password. If a client has forgotten their username they can check any of the previous email correspondence from All Australian Casino which all contains reference to the username. The customer service team is on hand to assist any clients having difficulties with the forgotten password process. (Customer service agents do not have access to see any password information for security reasons).
How do I close my account and what is the process to do so?
All clients of All Australian Casino reserve the right to terminate their account at any given time. The recommended process for the client is to withdraw all of their funds from their casino account and then close the account for seven days, thirty days or six months or even permanently. It should be noted that all permanent closures of accounts result in funds being lost without the option to reopen the account.
What is the various security measure employed to keep card details safe?
All Australian Casino has undergone serious investment in the best possible technologies ensuring that all card details entered into the site are stored and transported securely and safely. The security measures employed are of the same high standard as found at large commercial banks.
Are account numbers and passwords kept safe?
Yes, All Australian Casino has made an investment in software that specially encrypts all data transferred over the internet to keep it safe. All clients are given their own unique account number and choose their own password which is not kept in any of the All Australian Casino servers.
All Australian Casino only takes personal details from clients for services purposes. No information/details are ever passed on to third parties or used for other commercial purposes. The collected data includes personal information, game logs, or private sensitive details and bets and wins which are only used to enhance the service levels given to players.