Battle of Slots

FAQ

Search below for our frequently asked questions

Registration

Why do I need to verify my mobile number when registering?

This is a safety measure to see that you only create one account, and to make sure players are who they say they are. It is a quick and easy step, also ensuring you to use the same phone number for making a deposit using a credit card.

How old do I need to be to be able to play at Videoslots.com?

You have to be at least 18 years old. The age limit is one of the most crucial parts of keeping a Responsible Gaming environment.

How do I verify my account?

You have to upload all requested documents on your profile, and once they are all approved – your account is verified. You need to upload the following to do so:

  • Proof of Identity (photo ID)
  • Proof of Address (bills stating your full name, address, and date of no older than 3 months)
  • Proof of chosen Payment method (depends on the method)
How do I register an account?

You simply press the orange “Register” button, where you will need to fill in all requested information, and then verify the account using your mobile phone number. Easy!

How do I find out if I already have a registered account with Videoslots.com?

If you believe that might be the case, please contact our Customer Support before trying to register a new account. This way, you will avoid having your account locked.

 

Bonuses

How do I view my Bonuses?

Simply check your profile under “My Bonuses”. 

 

 

 

Will I receive a Registration Bonus?

All new players will be awarded 11 Welcome Spins, in a game depending on the country of registration. You can activate your Extra Spins under “Accountslip” – “My Rewards” on your profile right after completing the registration. 

Will I receive a Bonus after I made my first deposit?

All first deposit players are awarded €10 cash as well as the 100% up to € 200. This only has a wagering requirement of 20 times the Bonus amount! You can read more about how these bonuses work here

How do I use a Voucher code?

You can activate all your valid Vouchers under the “Vouchers” tab on your profile. Simply add your Bonus code and activate it.

How do I activate the €10 Cash and 100% up to €200 Welcome Bonuses?

You can find the €10 Cash Bonus under the “Accountslip” tab on your profile. Simply click on the actual reward for the Bonus to be activated. 

You activate the 100% up to €200 Welcome Bonus under “My Bonuses” tab on your profile.

 

 

Can I play all games when playing the 100% up to €200 Bonus?

While this Welcome Bonus is active on your account, you can play games in the following categories: Slots, Videos Slots, and Scratch Cards. You can play Blackjack, Roulette and Video Poker – but note that these games will generate a lower contribution to your Bonus conversion (10% of the wagered amount rather than 100% in the other game categories.)

How long do I have to complete my Welcome Spins?

You have to play and wager the Extra Spins within 24 hours, starting from the time of activation.

What is the maximum cash-out for the Welcome Spins?

The Welcome Spins have a maximum cash-out of €10. 

 

How does the 100% up to €200 work?

Once your Welcome Bonus is activated, the Bonus amount (which is the same amount as you deposited), will be placed in a separate Bonus Balance. This amount has to be wagered 20 times within 7 days from the date of activation. The Bonus amount is then paid out and transferred to your Main Account Balance in increments (in parts of) 10% as you make progress with the wagering requirement. You can follow that progress under “My Bonuses” on your profile.

Trophies & Rewards

Can I see what I need to achieve to get a certain trophy?

Yes, you can see all available trophies under “My Achievements”, and if you hold the mouse courser over these, you can see what you have to do to earn it.

 

 

How does the trophy system work?

While playing our games, you will complete various Achievements and then earn so-called XP-points (Experience Points). By completing achievements you can reach trophies that then earns you rewards. Rewards can be everything from Extra Spins, cash, to landing extra spins to the Casino Races, deposit bonuses and more. You can see all earned, as well as activate them all, under “Accountslip” on your profile. 

How do I earn Experience Points (XP)?

You earn 1 XP for every €1 you bet in our Slots and Video Slots, except for in Progressive Jackpot games.

How do I win a Big Win Trophy?

You earn a Big Win Trophy when you win 15 times you wager. 

What is a Secret Trophy?

A Secret Trophy is a Trophy which cannot be seen anywhere. The achievements you must reach are therefore secret, but we can guarantee that these kinds of trophies will hide a Reward!

What is a Rare Trophy?

A Rare Trophy is a Secret Trophy, with the difference that only some players will get a Rare Trophy. You will always receive a Reward if you win a rare trophy.

Security & Verification

How do I change/update my password?

Simply navigate to your profile and the tab “Edit password”.

Will I get notified if my uploaded documents are rejected/approved?

Yes, you will. Weather your document was rejected or approved, you will receive an E-mail stating which. If you want more information about why, please contact our Customer Support. 

What do I do if I suspect that someone else logged into my account?

Please contact our Customer Support and we will advise you on how to proceed. 

What documents do I need to upload to be able to make a withdrawal?

Before requesting a withdrawal, you will need to upload your Proof of Identity, Proof of Address, and the eventual payment method you might have used. You can upload and see all criteria’s needed for the documents on your profile under “My Documents”.

How long does it take to process documents?

These documents can take up to a maximum of 24  hours to process, but they are usually processed in much less time than that. 

 



If my Proof of Address displays my old address, do I need to upload a new document?

Yes, you do. Please update your address under “Edit Profile” and contact our Customer Support so an agent can remove your current, out-dated document for you to be able to upload a new one.

Do you share information about players with any third parties?

All private player information, such as game logs, game history, winnings, and information will not be shared with any third party.

Deposits & Withdrawals

My first deposit was of over €200, do I still get to take part in the Welcome Bonus?

Yes, you will still get the Bonus, but the Bonus amount will still be at a maximum of €200. 

Can I use a payment method that is in my friend or family members´ name with their permission?

No, you are only allowed to use methods that are signed with your name, connected to your own name and information.

I tried to make a deposit using my credit card, but never received the verification code on my mobile. What should I do?

First, please make sure that you have the correct number registered on your account - please also notice that the number has to have the country code. If you didn’t receive the verification code, that means that the deposit wasn’t completed – so please check your number again and try to make another deposit. Please contact our Customer Support if you are still experiencing issues after this. 

Which deposit methods can I choose from?

We offer a great variety of deposit methods, and to see all the ones you can use, simply click on the “Deposit” button and your available methods will automatically appear there. If you wish to read more about them in general, you can do that here

How do I make a deposit?

To make a deposit, you must log into your account. All deposits can be made on your profile under the “Accountslip” tab. Once you have done this, simply fill in the necessary information and complete your deposit using your desired and available payment method. The deposit will be credited to your Videoslots account immediately.

How do I request a withdrawal?

You simply go to the “Accountslip” tab on your profile and press the withdraw button. Remember that before you can make a withdrawal, you need to verify your account by uploading and having all your requested documents approved. After this, the methods available are presented to you – and the easy process starts.

Do you have any deposit fees?

The only one of our deposit methods which charges a fee is SMSVoucher, which is available against a small fee of €2.35.

How do I pay for my deposit using SMSVoucher?

If you use SMSVoucher, the deposit will be paid via invoice and this is sent to you via SMS. 

I couldn’t verify my credit card in time. How do I receive a new verification code to my mobile phone?

To get a new verification code, you have to make a new deposit. This deposit will not be completed if you do not finish the process and verify the payment.

I made a deposit using SIRU Mobile, but I have never received an invoice. What could have happened?

When you make a deposit using SIRU mobile, the amount will be added to your phone bill. You will not receive a separate invoice for your deposit as this will show on your bill.

I requested a withdrawal to an account that by accident doesn’t exist anymore, what can I do?

If you have a requested withdrawal to an old bank account, you should contact your bank first to see if the money were already transferred. If they were, you need to contact your bank again for further information. 

Why was my withdrawal rejected?

Please contact our Customer Support if you wish to know the specific reason to why the withdrawal was rejected.

Do I need to pay taxes on my winnings?

This depends on your country of origin and differs from country to country. You should check what the laws in your particular country state regarding this.

What is the maximum amount I can withdraw at once?

You can withdraw up to a maximum of € 10,000 per withdrawal. 

Do you charge a fee on withdrawals?

You can make one free withdrawal per day. If you make more than one, we charge a fee of €2.50 for each withdrawal made after the first.

Which withdrawal methods can I choose from?

If you are from within the EU, you must withdraw via your chosen deposit method – or via Bank transfer. If you reside in a country outside the EU, or from the UK, you can withdraw by using your chosen deposit method or via Bank. 

In what currency will you send my withdrawal?

We transfer all money in the currency you have registered on your account. If this for some reason is not possible, we will send it in Euro.

How long do I need to wait until the money I withdrew reach my account?

All withdrawals are processed within 12 hours, with the exception of Bank Wire transfers, which can take up to 2 working days. The waiting time after the withdrawal has been approved varies depending on the method used:

  • Visa/Mastercard: can take up to 3-5 days
  • Skrill: immediate transfer
  • Neteller: immediate transfer
  • Instadebit: can take up to 4 business days
  • EcoPayz: immediate transfer
  • Bank transfer: can take up to 5 business days after approval 

Weekend Booster & Casino Race

What is the Weekend Booster?

We like to reward all our players, so every Friday we gather all spins you have made in our Video Slots and Slots during each week. After this, you will receive a guaranteed win which we call the Weekend Booster. The more you bet during the week, the more you will win – as the Weekend Booster is in fact based on the bets you made during the week, as well as the RTP´s of the games you played. 

Where can I keep track of my Weekend Booster?

You can see your accumulated Weekend Booster on your profile, under “My Casino Weekend Booster”. Here, you simply choose the year and month and press submit – all dates will then appear with the Weekend Booster you earned for the chosen period. The information is updated once a day.

 
When do I earn Weekend Booster?

As you accumulate your Weekend Booster through all bets you place, you earn the Booster while playing our Video Slots and Slots. But you cannot have any active Bonus or play any Progressive Jackpot Games if you wish to earn some booster. 

What is the maximum amount I can earn as Weekend Booster?

In 24 hours, the maximum amount you can earn in Weekend Booster is €300. 

When is the Weekend Booster paid out?

The Weekend Booster is paid out every Friday around 14:00 GMT – but always one week in arrears. Meaning, the Weekend Booster you earn during week 24 (for example), will be paid out to you Friday of week 25.

 
What is the Videoslots Casino Race?

Every week of the month, we have a Casino Race for all players to join in on. You simply choose your favourite Video Slot or Slot, place a spin and earn points that will take you higher up on the leader board. The more you spin, the more you can win. At the end of each week, the top 9782 players who spun the most, will split the prize pool of € 90,000! 

Where can I view the Casino Race leader board?

Click on “Casino Races” at the home page, or take the easy way and click here.

When are the Casino Race winnings paid out?

The Casino Race winnings are paid out within 3 days after the end of each race. Usually, the winnings are paid out on Mondays around 11:00 GMT.

How do I join a Casino Race?

If you ever made a deposit on your account, you are automatically in the race – and all your spins are accumulated for the Casino Race. As long as you do not have an active Bonus or play any Progressive Jackpots, your spins in the categories Video Slots and Slots will count in the race. 

How much do I need to bet for it to count it in the Casino Race?

The minimum bet you must place is €0.20 for it to count in the Casino Races. 

Responsible Gaming

Do you offer any help to control my gambling at Videoslots.com?

Yes, we do. At Videoslots.com, we want our players to have a fun and secure gaming experience, and therefore we have focused on finding the best limits for a player to use. You can find these under “Responsible Gaming” on your profile. There you can set a deposit limit, a wager limit, a loss limit, and a unique ability to set a max bet protection limit per spin/bet. 

You can also set time-outs, and choose to lock your account for specific amounts of time. 

If you need more assistance or help in your gambling, please see our Responsible Gaming page for more information.

Can you help me set my limits?

No, only you can change your limits- But it is very simple to do on your profile, simply scroll to the tab “Responsible Gaming” and set them there.

Can I change my deposit limit at any time?

When you want to decrease your deposit limit, the change will take place immediately. When you instead want to increase your limit, the change is in effect after 7 days. This gives you a chance to think about your decision and eventually change or cancel it.

Will the money on my account disappear if I choose to self-exclude my account?

Your funds will remain in your account all throughout the self-exclusion period in order to avoid a situation where the money would be lost. Always contact our Support before you apply your self-exclusion so that we can return the funds to your most used deposit method in a timely manner.

Can I stop my Self-exclusion period?

No, once an account has been Self-excluded it is not possible to re-activate the account under any circumstances during the specific time period. You are, of course, welcome to contact our Support when the time has passed and we can help you further with an eventual re-activation. 

Can I close my account for a specific number of days/months?

Yes, you can choose to close your account for a set period of time. You can find this setting under “Responsible Gaming” on your profile.

How do I close my account?

To close your account, please contact us by e-mail at support@videoslots.com or simply enter our Live Chat. You can also Self-exclude your account for a set period of time under “Responsible Gaming” on your profile. 

Will my approved withdrawal be affected if I choose to close my account?

Any withdrawals that has been made and approved will not be affected if you choose to close your account.

General queries & Accounts

When is your Customer Support available?

Our Customer Support is available 24 hours a day, 7 days a week, every day of the year. For us to be able to give you a swift service and answers at any time, you need to contact us either via Live Chat, E-mail, or send us a Phone Me Request.

I forgot my password, but also accidentally stated the wrong date of birth. I am not able to log in to upload a document for my ID, what can I do?

In this case, please contact our Customer Support directly. You will need to confirm some information regarding your profile before you will be provided with a temporary password, with which you can log in and upload your Proof of Identity. After this, we can update your correct date of birth. 

Do you have a Facebook page?

We do! We update it with news, fun facts, pictures, and much more right here: https://www.facebook.com/pages/Videoslotscom

Is it possible to turn the notification pop-up messages off?

Yes, simply navigate to your profile and “Edit Profile” and un-mark the box next to “Show Notification Messages”, then click “Update”.

In what languages is the site offered in, and how can I change my language preferences?

To change to another language, you need to change the county code in the URL. Here are all shortcuts to our offered languages: 

Follow above links to be re-directed to your desired language. 

I tried to log in using a proxy and my account got blocked. Why is that?

If you try to log in using a proxy, the system will register that you are trying to log in from the wrong country (different from your profile information) and that immediately blocks your account. 

Please contact our support so they can re-activate your account.

I am interested in joining your team, how can I do that?

We always look for new teammates to join our family. You are welcome to send your CV and personal letter to: jobs@videoslots.com. You can see all Job-slots available on our Facebook page linked above!

We are a company interested in cooperating with Videoslots.com, who do we contact?

Please send an e-mail to support@videoslots.com, and it will be forwarded to the person responsible for the request. 

Who do I contact regarding a complaint?

Please send an e-mail to: support@videoslots.com or enter our Live Chat to speak directly to one of our agents. 

How do I receive my RTP?

Please contact our Customer Support and inform of the specific game or time period, and the agents will help you further.

Can I call your Customer Support?

No, but you can fill in a Phone Request, which is sent directly to our agents. One of the agents will then call you up as soon as possible. 

You can send the request here.

I received an invoice from you that is incorrect. What do I do?

We never send out invoices to our players. Please contact the company that issues the invoice when this happens.

I forgot my password and/or username, where do I retrieve it?

Simply click on this link; follow the instructions there. A new password/username will then be sent to your registered e-mail address. 

If it still does not work, please contact our Customer Support.

Why am I unable to log into my account?

There might be a few reasons, the most common being that your account got locked for some reason. This can happen if you have entered the wrong details or logged in via a different than usual IP address. 

To re-activate your account and find out why it has been locked (if this is the case), please contact our Customer Support. 

Can I change my password or settings?

Yes, by logging in and clicking “Change Password” in the menu to the left. 

How often can I change my account details?

You can update your account details once every 30 days.

How do I view my notification history?

Navigate to your profile and the “Notification History” tab.

Can I E-mail my documents to you when coming across problems uploading them?

You have to upload your documents yourself under the tab “Documents” on your profile, if you e-mail them, they will not enter our system correctly, and safety is not guaranteed. 

Which web browser do you recommend using when playing at your casino?

We recommend you to use Google Chrome, Mozilla Firefox, or Internet Explorer – in that order! 

Which currencies can I use on my account?

You can choose between AUD, CAD, EUR, GBP, NOK, SEK, and USD. 

Do you offer Live Casino with live dealers?

We do! Our Live Casino is run by NetEnt, and you can easily access it by clicking on “Live Casino” at the top of the Home page.

Which countries are blocked at Videoslots.com?

You can see all blocked countries in our Terms & Conditions, right here.

How do I stop receiving the newsletters?

You can cancel your newsletter subscription under “Edit Profile”. 

Do you accept players from the US?

Unfortunately we do not accept players from the US. 

Why am I not able to change my mobile phone number?

You can change your mobile phone number under “Edit Profile” once every 30 days, please contact our Customer Support if you have any problems doing so. 

How can I change the currency on my account?

Please contact our Customer Support via E-mail or Live Chat for this matter, and our agents will help you further.

Games

Are the winnings in the games added to my account straight away?

Yes, they are. 

When did you launch your online casino?

Videoslots.com was launched back in 2011. If you want to read more about our story, our visions, and what we strive for – you can simply read everything under “About Us”, at the bottom of the site. 

Why can I not see all of the bets made in my game history?

In your game history, you are able to see a maximum of 9 pages. This means that all older bets will disappear from there, the more you play. You can, however, always contact our Support if you wish to retrieve older game history. 

Where can I find your selection of Jackpot games?

Either you can click on “Jackpots” in the menu, or you can simply click here to get to our official Jackpot games page. 

I received a Bonus round in a game, and received an error message and the game was discontinued. Does that mean that I lose my Bonus round?

If you land a Bonus round in a game and it gets disconnected, it will not affect your Bonus. Your game progress will be saved until you enter the game again. If you would need further assistance, please contact our Customer Support. 

Where can I find the games with the highest payout ratio?

Simply click here to see all games with the highest RTP´s.

What is a Progressive Jackpot game?

A Progressive Jackpot game is a game with a Jackpot that grows for each game. this Jackpot will keep growing consistently from all player´s games until someone wins the Jackpot. Please note that you cannot play these games while having an active Bonus on your account, or you will automatically fail that Bonus. 

How many games do you offer at Videoslots.com?

Right now, you can find over 3000 online games at Videoslots.com. We add new games daily so the count will continue to rise and rise. Keep a lookout in our news section to see all coming games. 

 
Do I need to install any software to play at Videoslots.com?

No, you never need to download anything from our site. You can play all games directly in the browser, but you do need to have Adobe Flash installed – and make sure it is the latest version.

How do I choose to only view games from a specific game supplier?

Click on the white tab with “All Games” and then click on “All providers” to see a dropdown list of all 90+ suppliers we have. Simply click on your favourite supplier, and all games from that will appear. 

Affiliates

Is it allowed to have two accounts if I am an Affiliate?

Yes, you can have one player account and one separate Affiliate account. 

How do I become an Affiliate?

You simply log into your player account and enter our own Affliate site. You can read all about how it works there, simply click here to access it. 

When do Affiliates get paid?

Affiliates gets paid on the 7th every month, and always for the previous months revenue.

Which withdrawal methods can I use as an Affiliates?

You can only use Bank Wire when making withdrawals from an Affiliate account. 

Do I have to upload all documents to be able to withdraw?

Yes, you still need to upload all requested documents. Your account always has to be fully verified. 

Can I change currency on my Affiliate account?

No, that is not possible. 

I want to be an Affiliate, what would I be doing as an Affiliate?

As an Affiliate, your mission is to help players find our site while being paid for doing so. We offer our players the most comfortable style of playing, with the newest and most popular games on the market and, of course, with maximum safety. The recruitment of players is usually done through websites or through e-mail, but Affiliates all have their own ways of earning the most. As an Affiliate you will receive;

  • Up to 45% commission payment 
  • Lifetime earnings out of your players
  • The most competitive and flexible commission structure 
  • Fast and secure payments
  • In-depth player and campaign reports
  • Constantly updated and innovative marketing tools
  • Targeted landing pages for game-specific traffic 

It is completely free to be an Affiliate, no hidden costs. If you have any concerns, please get in touch with our Customer Support to then get in touch with our Affiliate Manager. 

 

Navigate the mobile site

Can I play your games via mobile?

Yes, you can. We offer over 1200 of our games for the mobile version! You can find it here.

Can I make a deposit via the mobile site?

Of course! The mobile banking page is identical to the desktop version, meaning you can make deposits easily as always.

Do you offer Bonuses for the mobile games?

Yes, you can play Bonuses in games which are offered on the mobile version as well as the desktop version. You can play the Welcome Bonuses and receive your trophies via mobile. 

Can I contact your Customer Support via the mobile version?

Yes you can. Our Live Chats are available, and you can also choose to send an E-mail by pressing “Menu” – “Customer Support”. 

Do I earn points for the Weekend Booster when playing via the mobile version?

Yes, it works the same – as long as you do not play any Bonuses or Progressive Jackpot games, you always earn points towards the Weekend Booster. You can check your current points by clicking “Menu” – “My Weekend Booster”. 

Can I play Battle of Slots via the mobile version?

No, for the moment it can only be played via the desktop version. 

Can I earn trophies while playing via the mobile version?

Yes, you can.

Battle of Slots – Support

Can I reconnect to an active Battle?

Yes, simple go back to the lobby and then re-enter the Battle. It will continue from where the Battle left off. 

What happens if I don’t receive my winnings from a Battle?

The winnings should always be paid out within 5-10 minutes after the end of each Battle. In case you did not receive the winnings by then, please contact out Customer Support immediately. 

What happens if I have spins left when the time runs out in a Battle?

If the time limit is reached, the spin still in progress will be completed. The remaining spins will, however, be lost and the rest of the cash you have will be added to the prize pool. 

What happens if I am playing a Bonus or Free Spins round when time runs out?

All spins that are still in progress will be completed, which includes Extra Spins and Bonuses. You will always have up to 5 minutes after the time limit to complete any Bonus or Free Spins. 

Can I refund a Buy-in for a Battle that has not yet started?

Yes, you can always un-register from a Battle before it actually starts. 

What happens if a Battle has to be cancelled?

The entry fee will in these cases be refunded to your Videoslots account.

Battle of Slots – General queries

Do I need to have a certain currency on my account to be able to play Battle of Slots?

No, you can play Battles in any currency, but while in the Battle – the currency will automatically shift to Euro. After the Battle has finished, the currency will transfer back to the one registered on your account. 

 
 
Where can I read upon the terms and rules of Battle of Slots?

You can read all T&C´s about Battle of Slots in our Terms and Conditions section, under "4.12 Tournament Rules".

Can I see all my completed Battles anywhere?

Yes, you can find them all under “My Tourney´s”.

What happens if two players finish with the same score?

The winner will then be the player with the biggest win from a single spin. Should two players end it with the same score and the same big win, the winner who reaches their score first will take the ultimate prize. 

Can I play with any bet level in a Battle?

All Battles will have a certain “Bet Amount Interval”. You can play with any bet that fits into that interval. But note that the bet cannot be less than the minimum or exceed the maximum bet from the interval. 

Can I play Battles with my friends?

Yes, you simply need to enter the same Battle in the lobby and you are good to go!

What happens if the Battle doesn’t have the minimum amount of players when it is supposed to start?

The Battle will then be cancelled and the entry fees will be refunded to the players Videoslots account. 

What happens if someone is offensive or rude in a chat?

The chat is always moderated and if someone is acting rude or offensive, that player will be banned from the chat. 

What is a Freeroll Battle?

Freeroll Battles are running every other hour and are free to take part in. In our Freerolls you get to compete and chat with all other players, and you are able to win wager free spins as well.

Can I enter a Battle if I have an active Bonus?

No, you cannot enter a Battle if you have an active Bonus. 

Does wagering with a Bonus count towards the Battle wagering requirement?

Yes, all wagering that you do counts towards the wagering requirements of the Battles. 

Can I earn trophies while playing Battle of Slots?

You can make this setting yourself actually. There is a section in the Battle lobby called “Earn Trophies”, and if this has been set to “Yes”, then you will earn them as usual.  

Can I earn points towards the Casino Race while playing Battle of Slots?

You can make this setting yourself actually. There is a section in the Battle lobby called “Earn Rae Points”, and if this has been set to “Yes”, then you will earn them as usual.

What is a Sit & Go?

A Sit & Go Battle is a kind of Battle that starts when it is full, meaning that enough participants has registered it. 

What is a Freeroll?

A freeroll is a Battle without an entry fee. Every Freeroll has different requirements to be fulfilled in order to be allowed entrance. For example, a Freeroll Battle requires a player to have deposited a total of at least €20 and wagered at least €200 for some Freerolls, and €500 for others. Requirements need to have been satisfied at least 14 days prior to the registration of any Freeroll.

What is a Re-buy?

In the so-called Re-buy Battles, you will be able to buy more spins when you run out within a certain time period.

Does Battle of Slots have a maximum payout?

No, there is no maximum payout in Battle of Slots.

What is a Head's Up?

A Head's Up Battle is a Battle between two players and the winner takes it all.

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