HELP
If you have any questions about your account you should be able to find the answer below.
If you'd like some help on how to play Monte Carlo Roulette and all the bet types available, please click here
Monte Carlo Roulette contains so many more features - chat, statistics, side games... To find out more about our additional features click here
To find out more about our presenters why not click here to read all about them
We offer lots more than just roulette – to see a summary and help on all our other games – click here
And if you still can't find the answer to your question, please call our Customer Care Department on 0845 006 0235; it's open 24 hours 7 days a week and the team will be happy to take your call.
Log-in Details
Q: I registered on the web but I've forgotten my password.
A: Click here and enter your email address. We'll then send you your password.
Q: I registered on the web but I've forgotten my email address.
A: Call our Customer Care Department on 0845 006 0235; it's open 24 hours 7 days a week and the team will be happy to take your call.
Q: I registered on the TV but I've forgotten my Log-in Details.
A: Call our Customer Care Department on 0845 006 0235; it's open 24 hours 7 days a week and the team will be happy to take your call.
Q: I registered on the TV, how do I change my PIN number?
A: Call our Customer Care Department on 0845 006 0235; it's open 24 hours 7 days a week and the team will be happy to take your call.
Registration
Q: Do I need to register?
A: Only if you want to 'Play for Real' and win cash prizes. After all, we need to know who to pay the winnings to!
Q: How do I open an account?
A: Select 'Register' on the left-hand side of the Home page. This will bring you to the registration page where all you have to do is enter the requested details.
Q: What is the minimum age required to open an account?
A: You must be 18 or over to open an account with Monte Carlo Roulette
Q: What payment cards can I use?
A: We accept the following payment cards: Switch, Delta, Visa Debit, Electron, Solo, MasterCard and Visa (credit). Please check the terms under which your card was issued. Some debit cards can only be used if the cardholder is present and/or if there are funds in the bank account.
Q: Do I need to use my payment card every time I play?
A: No, the stake will be debited from your Monte Carlo Roulette account each time you bet in a game. You can top up your Monte Carlo Roulette account with funds from your payment card whenever you like.
Q: Which currencies do you accept?
A: At the moment we only accept GBP, £.
My Account-Top-Up
Q: Can I top-up by cheque or bank wire transfer?
A: No, We only accept payments using credit or debit cards.
Q: What is the minimum top-up?
A: The minimum top-up is £10.00.
Q: What is the maximum top-up?
A: The maximum top-up is £1,000.00.
Q: When will the top-up be credited to my Monte Carlo Roulette account?
A: As soon as you make a successful top-up you will see the funds in your Monte Carlo Roulette account.
Q: When will my card be debited?
A: This depends on your bank and the card you have registered with us. Debit cards will usually take 3-5 working days, Visa and MasterCard 5 working days.
Q: How will a top-up appear on my card statement?
A: All funds paid to your Monte Carlo Roulette account by you will appear as Monte Carlo Roulette on your card statement.
Q: What does ‘Payment Declined' mean?
A: If you receive a 'Payment Declined' error message when attempting to deposit this means that the card issuer has declined the transaction. Please contact the card issuer for further details.
Q: Does Monte Carlo Roulette have a daily and weekly spend limit?
A: Following the recommendation of Gamcare, a charity working towards social responsibility in gambling, we have set daily and weekly deposit limits for the protection of our Members:
Daily Limit: £500
Weekly Limit: £1000.
My Account-Withdrawal
Q: What is the minimum amount I can withdraw?
A: Any amount!
Q: Will you ever have to pay my withdrawal by cheque?
A: There may be instances when the payment service provider cannot refund your card. In this case a cheque will be issued to you at your registered address. Please allow 21 days for payments received by cheque.
My Account- Update
Q: How do I change my email address?
A: You are able to change your email address from within 'My Account'. Select the 'My Details' tab and make any necessary changes.
Q: Can I change the details in ‘My Profile'?
A: Yes, you can change your ‘Profile' details at any time.
Q: Can I change my card details?
A: If you would like to update the details on the credit/debit card that you have registered, such as expiry date or issue date, please go to the My Account section and select the Card Details tab. You will be able to change your card details here. You can also contact our Customer Services Team on 0845 006 0235. They will be able to update these details for you. You can only update details on an existing account but please be aware that you may need proof of identity.
My Account Transaction History
Q: How do I view gaming transactions?
A: Log-in to your account, go to 'My Account' and select ‘Statement'.
Q: How do I view deposits/withdrawals?
A: Login to your account, go to 'My Account' and select ‘Statement'.
Q: I can't find a transaction, what should I do?
A: If you are unable to find a transaction, please contact customer services 0845 006 0235 who will be able to assist you further.
Game Play
Q: What's the difference between 'Play for Fun' and 'Play for Real'?
A: 'Play for fun' allows you to join the events at no expense (other than the connection cost), but you won't be able to win any money this way. To 'Play for Real', you need to pay for each game with funds from your Monte Carlo Roulette account, giving you the chance to win big money. Apart from the need to pay to play in the 'Play For Real' mode, both games are exactly the same.
Q: Is there a multiplayer function?
A: No. There is not a facility for multiplayer events from a single set top box. However, every time you play Monte Carlo Roulette, you're joining the fun with other people the length and breadth of the British Isles and you can chat with them using our chat service.
Bonuses
Q: I've got a ‘Gift' in my account. What does this mean?
A: From time to time we offer bonus credits or awards. These bonuses can appear in your account as a ‘game gift', 'gift' or 'birthday gift'. These bonuses cannot be withdrawn as cash but must be used on the games.
Q: What is the Registration Bonus?
A: Once you have successfully registered and deposited a minimum of £10 into your Account we will credit your Account with a Bonus of £10.
Q: What is Refer a Friend?
A: : Once you have successfully registered, we will credit your Account with a £10 bonus each time someone who has never opened a Games account with us before enters their debit or credit card details with the services and becomes a "Play 4 Real" member.
Q: What is a Registration Bonus?
A: We will credit your account with a bonus once you have successfully registered and deposited a minimum of £10 into your account
