FAQ

FAQ

REGISTRATION HELP

Q. How can I sign-up for an account with Royalio?

A. It is very easy to sign-up for an account with Royalio , simply click here. The sign-up process is extremely quick and simple, allowing you to become a member of our site within minutes. Please be aware that you’ll need to be 18 years or over in order to register an account with us.

Q. What are the prerequisite to sign-up for an account with Royalio?

A. As long as you meet the least minimum age requirements mentioned above, all you’ll need is a valid mobile number.

Q. Can I have multiple account to play game?

A. Sorry, we don'’t permit players to have multiple accounts, so please do not attempt to sign-up for more than one account, or you will be blocked by management whenever they find that you have multiple account. In such cases, management has right to close the account and all the balance will be forfeited.

Q. Can players from restricted country register an account with us?

A. Sorry, we don't allow players from restricted countries or countries which are not covered in our registration page to register with us or play with us, so please do not attempt to sign-up if your country is not mentioned in our listed countries, or you will be blocked by management whenever they find that you are not from the list of accepted countries. In such cases, management has right to close the account and all the balance will be forfeited.

MY ACCOUNT HELP

Q. What do I need to do to change my personal details?

A. We recommend keeping your account details up-to-date at all times so, if you need to make any changes, please contact our Customer Support/Service Team who will make any essential modification on your behalf.

Q. What are the steps involved if I want to change my password?

A.In order to keep your account as secure as possible, we recommend changing your password on a regular basis. You can do this by logging into your account and clicking on the ‘My Account’ button, then click on ‘My Profile’ from the menu bar, followed by the ‘Change Password’ link. You will be prompted to enter your existing password, followed by the new password which you wish to change it to.

Q. What should I do if I forget my password?

A. If you forget your password, there’s no need to panic, just contact our Support team. You can recover it yourself by clicking this link Simply follow the on-screen instructions which will require you to enter the email address you used to register with Royalio , followed by the verification code shown underneath. We’ll then automatically send an e-mail to this address which will allow you to reset your password instantly.

Q. What should I do if I forget my account details and do not have access to my e-mail or mobile number?

A. Contact our Customer Support/Service Team, who will take you through our security checks (such as name, date of birth, home address) and, once they have verified you are the true account holder, they will remind you of your log-in details.

Q. What should I do if my account details are invalid?

A. If you notice that any of your account details are invalid, please contact our Customer Support/Service Team immediately so that they can amend them for you. By not updating your details, you run the risk of permanent or temporary disconnection.

Bonus and Loyalty

Q. How do I redeem a Deposit bonus code?

A. The following steps need to be carried out if you want to redeem a deposit cash code/coupon
Login to the website;
1. Click on the “My Account', then 'Deposit' from the menu bar.
2. Select your deposit amount and choose your bonus, there is an extra field where additional bonus coupon can be entered.
3. Once entered, click on Apply and make a deposit.

Q. How do I redeem a free bonus code?

A. The following steps need to be carried out if you want to redeem a free cash code/coupon
Login to your Casino Account;
Click on the “My Account’, then 'Deposit' from the menu bar;
Click on ‘Redeem Vouchers’;
Select the Coupon Type;
If you are claiming a free coupon, enter the Coupon Code and click ‘Submit’ or, if you are claiming a deposit coupon, enter the coupon code and transaction ID of your last deposit and click ‘Submit’. Once you have completed all these steps, your free bonus/cash will be added to your account instantly.

Q. How can I see how much I have left to wager for a bonus?

A. If you are unsure of any bonus wagering requirements, please email accounts@mobilecasinonetwork.com and our Accounts team will advise you accordingly.

Q. Why hasn't my bonus been credited?

A. Only deposit bonuses are credited automatically. To claim any other types of bonus, you will need to contact Live Help or email our Support Team at support@mobilecasinonetwork.com.

Q. Where can I view the current Casino promotions?

A. We regularly update all our promotions, and you will find these listed under the ‘Promotions’ section of our site. If you should require additional information or have a query regarding a particular promotion, please visit Live Help or contact our Support Team at support@mobilecasinonetwork.com.

Q. How can I check whether I have claimed all the promotional bonuses that I’m entitled to?

A. Please visit Live Help or contact our Support Team at support@mobilecasinonetwork.com and our Support team will advise you.

Q. Where can I find the terms and conditions for promotional bonuses?

A. The terms and conditions for all our promotions and bonuses can be found within the promotional material advertised on our ‘Promotion page’. If you require any further clarity on these, you can visit Live Help or contact our Support Team at support@mobilecasinonetwork.com Loyalty Scheme

DEPOSIT HELP

Q. How do I make a deposit?

A. Making a deposit at casino is quick, simple and secure. Click on ‘My Account’ button, then Go to ‘Deposit’ from the menu bar, and then click on ‘Make a Deposit’. Step -1:You will then be prompted to choose your preferred deposit amount. You can simply type the value of deposit amount in given Box or you can also select the value from given Quick Select option for the deposit amount. Step -2: After selecting your deposit value/amount, it will show you all the eligible promotion available for you in the format of Promotion Coupon. Select the desired coupon codes to get extra bonus/cash on your deposits. Coupon value and benefit mentioned on coupons itself. Step-3: Select a payment method by clicking the card type logo, fill the details and click on submit. Just follow the simply 3 step to complete your deposit to be able to start/continue playing your favorite games.
Make a Deposit

PAYMENT METHODS

Q. What payment methods do you offer?

A. To give our players as much choice and convenience as possible, we offer a variety of easy and safe payment methods. You can view these in the table below, as well as the advantages of each different method.
Payment Methods

Q. My credit/debit card has been cancelled; how do I add my new card details?

A.To register a new debit or credit card, visit the ‘Make a Deposit’ section from the lsquo;My Account&rsquo dashboard. Here, you can select the ‘Register a New Card’ option to add your new card’s details to our system.

Q. Do you charge fees for accepting a particular payment method?

A. As we value our players highly, we will never pass on any payment processing fees to you, regardless of which payment method you choose. However, we do recommend that you check with your payment provider to confirm whether they will charge you additional fees for making a deposit (this is particularly applicable to transactions made by credit card and international bank transfer.). Royalio is not responsible if any charges have been deducted by Card Company or bank for giving service including currency conversion fee.

Q. Why was my deposit declined?

A.If you receive an on-screen message telling you that your deposit has been declined, please double-check the details that you have entered against those given to you by your payment issuer. If the two match, you will need to contact your payment issuer to ask them why the transaction was declined. If you are unable to understand the reason for your deposit failure then feel free to contact our Customer Service team along with the error message you are getting on screen. Our expert Customer Service team will guide you that why the error is being occurred and what to do to get it corrected.

Q. Can I use a payment method belonging to a friend or family member with their permission?

A. No, as the Casino account holder, you can only use a payment method that is registered in your own name. If a player made a deposit using a payment method which is not on your own name, Casino and Management has right to close the account and all the balance will be forfeited. In such cases, any withdrawal request will not be entertained.

Q. Is there a minimum deposit amount?

A. Yes. The minimum deposit amount for all payment methods is £10.

Q. What are verified by Visa and MasterCard SecureCode?

A. All debit and credit card payments made via our site utilise the additional security offered by the Verified by Visa and MasterCard SecureCode service to help maintain both the safety of your account and debit/credit card. If your credit/debit card issuer is enrolled in either of these systems, you will be prompted to complete an additional security step whenever you make a payment so that they can guarantee the transaction is valid. For further information on these services, please visit the following links:
http://www.mastercard.co.uk/securecode.html
http://www.visaeurope.com/en/cardholders/verified_by_visa.aspx
WITHDRAWAL HELP

Q. How do I make a withdrawal?

A. To request a withdrawal, log-in to your account; click on ‘My Account’, then click on 'Withdrawal' from the menu bar and select ‘Request Withdrawal.’ After you have completed and submitted the on-screen request form, our Withdrawal Team will check if the withdrawal criteria has been met, and will respond to you within 24 to 48 hours with your Withdrawal Request Status.

Q. How long will my withdrawal take?

A. The time a withdrawal will take to reach you, depends on you meeting our Terms & Conditions. Please note that NO payout can be processed until you have fully-met all of these conditions and verified your identity.

Q. Can I cancel my withdrawal?

A. If your withdrawal request is yet to be processed, you can cancel it by clicking on ‘My Account’, then click on 'Withdrawal' from the menu bar, then select ‘Flowback Withdrawal’. A list of your recent withdrawal requests will appear, and you can choose which one you wish to cancel. Any funds will be returned back to your Casino account upon cancellation. If you have any queries about your withdrawal requests, please contact our Expert Accounts Team at accounts@mobilecasinonetwork.com. Cancelling a withdrawal request will not be treated as a new deposit. If a player cancels the approved withdrawal request then Royalio and MCN will not be liable to payout the approved withdrawal amount.
Flow back Withdrawal

Q. Can I request a withdrawal before completing the wagering requirements of a bonus?

A. Any winnings made using promotional Casino bonuses, free spins or free money are not eligible for withdrawal and funds will be removed from the account. Bear in mind that all bonuses have certain wagering requirements, so please check the terms and conditions of your particular bonus if you are unsure.

REPORTS

Q. How can I view my list of bets/wagering?

A. To see a list of recent of historical wagers, click on ‘My Account’ then click on the ‘Reports’ from the menu bar and select the ‘Reconcile Report’ link. You will then be able to choose which date/dates you wish to view, and a list of all games that you’ve played during the selected time period will be shown on your screen. If you want to see more detailed information about a particular game, click on the relevant Game ID.
Reconcile Report

Q. How can I view all of my deposits?

A. From your account page, click on ‘My Account’ then click on the ‘Deposits’ from the menu bar, then click on ‘Deposit History’, choose a date range to view all of your deposits for that particular time period.
Deposit Report

Q. How can I view all of my withdrawals?

A.From your account page, click on ‘My Account’ then click on the ‘Withdrawal’ from the menu bar, then click on ‘Withdrawal History’, choose a date range to view all of your withdrawals for that particular time period.
Withdrawal History

SECURITY/PRIVACY

Q. Is it legal to play at royalio.com?

A. We adhere to a strict code of conduct. Please read our Terms and Conditions carefully before playing. We also urge you to check the laws of your country of residence before playing. All our players MUST be over the age of 18.

Q. Is my personal data safe and secure?

A. All your personal details, including the purchases you make and all your player activities (including the games you play), are held in our database which is absolutely safe and secure.

Q. Are my transactions secure?

A.All your transactions are completely secure, using the COMODO Secure Digital certificate, which offers the highest possible internet security.

Q. Are my credit card details safe?

A. We take security issues very seriously, and adopt the most sophisticated technology to guarantee protection of your privacy. Your account information and deposits are fully protected by state-of-the-art security systems, software and services. Monetary transactions are protected by sophisticated RSA public/private key encryption mechanisms to ensure that all information remains secure and private at all times. The security measures implemented ensure the validity of each transaction you make, and the latest fraud control systems are utilized to protect your credit card information.
AVS is one of the security measures we have implemented to prevent credit card fraud. When you make a deposit using a credit card, we compare your address with the address registered for that particular credit card. If your deposit is rejected by the AVS system (you will receive an Email notification,) you must check the address you have entered and make sure your credit card company has the correct address. If someone steals your account username and password, or you notice unusual changes on your account status, please email us immediately at support@mobilecasinonetwork.com.

TECHNICAL SUPPORT

Q. How do I clear my web browser's cache?

A. This depends on which web browser you are using. Below, you will find instructions for how to clear your cache using the most common types and versions of web browser: Internet Explorer, Firefox, and Google Chrome.

IE9

Once your browser is open, click the Gear symbol at the top-right to open the Settings menu. Then, select ‘Safety’ and ‘Delete Browsing History.’ Alternatively, you can press Ctrl-Shift-Delete to open the ‘Delete Browsing History’ window.
IE9
IE9

1. Select ‘Temporary Internet Files’. You will also need to uncheck all the other boxes, especially ‘Preserve Favourites website data’. This option will also delete objects from websites stored in your Favourites folder, which is necessary to completely clear your cache.
2. Click the ‘Delete’ button near the bottom of the window to clear your cache, and then the process will be complete.

Internet Explorer 8

IE8
IE8

1. Click the ‘Tools’ button on your browser menu, or press Ctrl-Shift-Delete to open the ‘Delete Browsing History’ window (but skip Step 2).
2. Click on ‘Delete Browsing History'.
3. Select ‘Temporary Internet Files'.
4. Click the ‘Delete’ button near the bottom of the window to delete your temporary files (i.e. clear your cache).
5. If you want the browser to automatically clear the cache whenever you close it, click the ‘Advanced tab’. Then, click to check the box next to the ‘Empty Temporary Internet Files folder when browser is closed’ option (in the section labelled ‘Security’). Click ‘OK’ and everything will be deleted from your cache except cookies.

Note: IE8 has a feature which retains some cookies even after you clear your cache if you do not uncheck the box marked "Preserve Favourites Website Data." To fully-clear your cache, you will want to uncheck this box.

Internet Explorer 7

IE7
IE7

1. Open IE 7 and click the ‘Tools’ menu, then click the ‘Delete Browsing History’ link at the top.
2. Under the ‘Temporary Internet Files’ heading, click ‘Delete files'.
3. Click ‘Yes’ when you see the prompt asking if you are sure you want to delete all temporary files.
4. Alternatively, you can clear your cache just for the current page you're visiting. To do this, press and hold [Ctrl] on your keyboard, then Press [F5] or click on the Refresh button (the square button on the toolbar with opposite-facing arrows).

Firefox 4.0 / 5.0 / 6.0 +

Fire Fox
Fire Fox

1. Click the ‘Firefox’ menu in the top-left corner. Next, select the right arrow next to ‘History’, and click ‘Clear Recent History’ (or click on ‘Tools,’ then ‘Clear Recent History’ if you don't have the Firefox Menu). Alternatively, you can press Ctrl-Shift-Delete to open the recent history window.
2. Make sure 'Details' is expanded, then select ‘Cache’ from the list. Uncheck everything else.
3. In the ‘Time Range to Clear:’ drop-down menu, select ‘Everything’.
4. Select ‘Clear Now,’ and the cache clearing process will be complete.

Chrome v10 +

Chrome
Chrome

1. Once your browser is open, select the Wrench icon (which is located on the Settings menu in the upper-right corner,) then click ‘Tools’, and ‘Clear Browsing Data’. You can also access the Delete Browsing History window by pressing Ctrl-Shift-Delete, or clicking on this link: [chrome: //settings/clearBrowserData].
2. Select the ‘Empty the cache’ checkbox, but make sure you uncheck everything else to avoid deleting data unintentionally.
3. In the ‘Obliterate the following items from:’ drop-down menu, select ‘the beginning of time’.
4. Click the ‘Clear Browsing Data,’ and your web browser cache will be cleared.

Chrome v1 -v9

Chrome
Chrome

1. Once your browser is open, select the ‘Tools’ menu (indicated by the Wrench symbol in the upper-right corner) and select ‘Options’ (on Macs, ‘Options’ is named ‘Preferences’).
2. On the ‘Under the Hood’ tab, click the ‘Clear Browsing data’ button.
3. Select the ‘Empty the cache’ check-box.
4. You can also choose the period of time you wish to delete cached information for by using the ‘Clear data from this period’ drop-down menu.