We have collected some of the most Frequently Asked Questions (FAQ's) for your convenience. Should you have any further queries or need specific details, please contact our support team.

TOPICS:

1. INSTALLATION
2. LOG IN
3. REGISTRATION
4. BANKING
5. ADDING MORE GAMES
6. SECURITY
7. SUPPORT
8. LEGALITIES
9. GAME PLAY
10. HOW TO PLAY

1. INSTALLATION

Maple Casino software uses state of the art graphics and sound to deliver the ultimate online gaming experience. The initial download contains 5 games: A further 100 FREE games can be downloaded from within the software, whilst playing any of the initial 5 games.

1.1   How do I download the free software?

Click on any DOWNLOAD button to start the software download. Save the file to your hard drive and after a short while you will be prompted to run the software. Please make a note of where you are saving the download file, so that you can install the casino upon completion of the download.

1.2   What do I do once the download is complete?

You are now ready to install the casino software. If you are not prompted to open the file, then double-click on the casino "exe" file, which you will find in the folder that you saved it to. If you don't remember where you saved the file, then click on the start menu at the bottom left of your screen and select "search". Use the casino name as the keyword for your search. When you have found the file, click on it and install the software. If you still have problems, please contact us.

1.3. What is the installation file called?

MapleCasino_W3.exe

1.4 What are the minimum and recommended system requirements?

1.5 How do I connect to Maple Casino?

1. Make sure you are logged on to the internet
2. Double click on the Maple Casino icon on your desktop

OR

1. Click the Start button in Windows
2. Select "Programs"
3. Select Maple Casino
4. Click on the Maple Casino name

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2. LOG IN

2.1 How do I log in to Maple Casino?

1. Connect to the Internet
2. Run the casino software
3. On the main casino screen, click on the "connect" button.
4. When a dialog box appears, enter your account number and password (or register for an account as appropriate. All of our casino's offer you the choice on registration of choosing US$, CAN$, UK£, or Euro's €).

Your password is case-sensitive and must be entered the same way each time you log in. If you have forgotten your password or account number, contact a customer service representative for assistance. Remember to have your registration details handy.

2.3. I forgot my password, what should I do?

In this case contact support and we will provide you with a temporary one. Once you enter to the casino with this password you can change it under "options" and then "Change log in password".

2.4. What if I try logging in and it does not connect?

This is due to a bad or slow connection with your Internet Service Provider. Disconnect and reconnect to the Internet and try again.

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3. REGISTRATION

3.1 How do I register at the Casino?

1. Connect to the Internet and run the casino software, first making sure that all your other applications are closed.
2. When the casino's main screen becomes visible, click on the "Connect" button, then on the "Register" button.
3. You now need to register as a Guest or Real player. Following the prompts, enter your e-mail address and contact details. You will be required to enter a password of your choice. Note that your password is case sensitive. All of our casino's offer you the choice on registration of choosing US$, CAN$, UK£, or Euro's €
4. Once registration is complete, you will be given a player account number. Keep your account number and password in a safe place. You will use them to access the Casino each time you wish to play.
5. You will be asked if you want the software to remember your password. Select "Yes" if you are the only person to have access to the software.
   

3.2 What is the minimum amount of gaming credits I need to purchase?

In order to start playing online, you will need to purchase $20 worth of gaming credits.

3.3 I want to play for free but I am asked for a credit card - why?

You have opened a Real account - contact a customer service representative for information on how to open a guest account. Guests are allocated Guest accounts that do not require real money.

3.4 Do I pay to play as a Guest? 

No! Guests are allocated Guest accounts that allow them to play for FREE!

3.5 For how long will my Guest account be active?

Guest accounts never expire. You are welcome to remain a Guest and play as often as you like.

3.6 Can I purchase more casino chips in Guest mode?

Yes. Simply click on the "Purchase" button and type in the amount of credits you wish to purchase. In Guest mode, you may purchase as many credits as you like.

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4. BANKING

4.1 Are my transactions secure?

Yes. Maple Casino uses 128-bit SSL (Secure Socket Layer) Digital Encryption to protect the details of your electronic transactions over the Internet. This is the Internet security standard for online transactions as demanded by major financial institutions. If you are uncomfortable including your credit card or banking details in any e-mail correspondence, you always have the option to telephone your details through to our customer service agents on our toll free line. All Credit Card transactions at Maple Casino are facilitated by PROC-CYBER-SERVICES, the Internet's premier electronic cash merchants. Their Services offer safe and secure e-cash, which Maple Casino is proud to be able to accept as a means of purchasing tokens. The banking facility is only available to Real Players i.e. players who wager with real money as opposed to Guest Players, who play for fun.

4.2 How do I purchase credits?

There are numerous ways to purchase casino credits at Maple Casino. Neteller, FirePay, Visa and Master Card, Solo, Switch and Delta Debit Cards, Wire Transfer, Citadel, Click2Pay UseMyBank (Canadians only), and PaySpark. (Please note that certain payment methods are only available to certain players at selected casino's playing in specific currencies/countries. For details of all of these methods, please click here.

If you have any queries with regards to banking, please contact our support team.

4.3 How do I cash-in my winnings?

Please note that it is not necessary for you to cash in your winnings at the end of each session: your account can be left with a positive balance, and will be automatically saved by our server. These credits will be available for you to use the next time you log on to Maple Casino.

There are numerous ways to cash-in your winnings. For details of all of these methods, please click here. You may also cash-in via reversal of a cash-in request.

4.3.1 Reversal of a Cash-In Request

If you request a cash-in and change your mind and wish to continue playing with those credits, you may request a reversal of the cash-in within 24 hours. Please simply go back to the cash-in software and follow the "cash-in reversal" instructions

4.4 What fraud prevention measures are in place?

Maple Casino plays an active role in fraud prevention and detection. We aim to ensure the integrity of customer accounts as well as payments made to customers. Maple Casino employs a variety of appropriate security and fraud controls, to oversee every transaction. Customers are required to supply proof of identity, copies of their credit cards, a signed purchase history of their transactions and /or other appropriate documentation particularly when attempting to cash-in credits. This ensures that e-cash deposits and redemptions are not fraudulently transacted. Click here to view our disclaimer.

4.5 How can I view my account?

You can use CashCheck to see just how your account with your casino of choice stands. All deposits and cash-ins can be viewed through this feature.

To use CashCheck, please click on the link below:

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5. ADDING MORE GAMES

5.1 How do I download more games?

A selection of some of the most popular games are included in your initial download. To download more free games, just keep playing at the casino and the rest of the games will download in the background without interfering with your play. If there is a specific game that you want to play, but it is not immediately available, click on the game icon. This game will begin downloading immediately. You can close the pop-up box that appears and continue playing other games while you wait for your chosen game to be downloaded. You can monitor the download progress by watching the progress bar that will appear across the game icon.
Please note that the download time is dependent on the speed of your Internet connection.

Maple Casino will also download new games and upgrades during normal play. These downloads are however small and are only carried out during periods that the link between your computer and the Casino's servers is inactive, such as the time between reel spins in a slot machine. As your game play takes priority you should not even notice that these downloads are in progress.

To begin multiple downloads, click on the button of the game that you require and then click "Cancel". The game's progress can be monitored via the progress bar that appears over the game button. Clicking on the next game button will start another download. You will notice that the game button in question, as well as the previous game button, both have progress indicators. The game specified by the last button clicked will receive preference and download first.

5.2 Why does it take so long to download new games?

The number of games you have selected, your Internet connection, and conditions of your Internet Service Provider's (ISP) network all affect your download time.

5.3 What if I get an error while downloading further games?

If you encounter any errors while downloading further games, call a customer service representative toll-free. We're on call 24-hours a day, 7 days a week.

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6. SECURITY & PRIVACY

6.1 Is my credit card number safe in your hands?

Yes, your personal Real Account number and password must be supplied prior to any credit card transaction. Particular details are also requested in order to purchase credits at the casinos. Maple Casino guarantees secure data transfer during any transaction and undertakes never to disclose any credit card information or other information to any other company.

6.2. How safe is it to give my credit card details over the Internet?

Maple Casino uses state-of-the-art encryption technologies which ensure that your personal and card information is protected at all times.

6.3. Are my account number and password safe?

Yes. The casino software uses 128-Bit encryption when data is transferred over the Internet. Each player is issued with a unique account number and players choose their own password, which they alone can access.

6.4. Can I register a credit card at the casino that is not in my name?

Maple Casino does not allow players to register credit cards of which they are not signatories. These measures are taken to protect you, the player, and your credit cards and account. If another person would like to play in our casino via your PC, we recommend they open their own Real Account. 

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7. SUPPORT

7.1 What do I do if I need technical assistance?

This casino provides free, 24-hour toll-free and e-mail support to all casino players. Contact us 24-hours a day, 7 days a week if you have any questions, queries or suggestions. Our operators are standing by.

7.2 Who do I contact for queries?

	LiveHelp:
	Email:
	Support Desk	enquiries
	Banking and Cashier	banking
	TollFree:
	Country	Number
	Canada	1866-509-1828
	France	0800-901-419
	USA	888-652-3987
	United Kingdom	800-731-4295
	Australia	1800-150-803
	Israel	1800-945-1604
	Germany	0800-181-5917
	Portugal	800-827-004
	Hong Kong	800-901-711
	Italy	800-783-313
	Japan	0044-22-27-2104
	Singapore	800-2700-004
	Taiwan	0080-27-9905
	Korea	00-798-271-003
	Denmark	0800-886-821

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8. LEGALITIES 

8.1 What is the minimum age required to play at Maple Casino?

Casino play is available only to persons older than 18 years of age, or the legal age of majority in their jurisdiction, whichever is the greater. Minors may not under any circumstances play at this casino.

8.2 Is Maple Casino legal?

Yes, Maple Casino operates under the licensing jurisdiction of Kahnawake.

8.3 Is the information secure?

One of Maple Casino's highest priorities is security. To be able to provide the highest privacy available we use Microsoft's SSL4 protocol with 128 Bit encryption. With the combination of Firewall technology, the system allows the highest security and integrity for all the information that passes to and from our server.

These precautions prevent access through third party. Apart from regular reports, which are sent to our customers via email, we strongly recommend all our players to make the full use of our online Statements and Playcheck reports. This will help you to keep track at your end.

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9. GAME PLAY

9.1 What are my chances of winning?

All our games are run by "Microgaming's Random Numbers Generator" which is independent from any other part of the system. The Casino's are checked on an ongoing basis by independent auditors, one of the world's leading major auditing companies.

We would like to mention that all card games are held with 1 pack of cards shuffled, with every new game.

9.2 What happens if I lose my connection to the gaming server?

If the gaming server resolves the bet during the loss of your Internet connection, it will refresh your credit balance with the outcome of the bet. If it does not resolve the bet during loss of the Internet connection, it will present you with the unfinished bet the next time you select the game that was being played when the loss occurred.

9.3 Why do the slot wheels just keep spinning and don't stop?

This is caused by Internet traffic. The signal from the server is not being relayed to your software, so the slot wheels just keep spinning because they have not received the signal telling them when and where to stop. If you close the program, you will be refreshed to the last known position.

9.4 Why does the Roulette ball just keep spinning and doesn't stop?

This is caused by Internet traffic. The signal from the server is not being relayed to your software, so the roulette ball just keeps spinning because they have not received the signal telling them when and where to stop. If you close the program, you will be refreshed to the last known position.

9.5 Why do the cards not flip over during a hand?

This is caused by a bad or slow Internet connection. The gaming server will hold the wager until it can resolve the bet.

9.6 How can I view exactly what cards have been dealt?

Playcheck is the result of revolutionary new technology developed to allow players to view their complete betting history online at Maple Casino. For the first time, players can see exactly what cards were dealt, where the ball landed and how the reels lined up. PlayCheck allows you to review your last 72 hours of play - wager by wager. This allows our players to check on the accuracy of the software. PlayCheck is updated every 45 minutes.

To use Playcheck, please click on the link below:

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10. HOW TO PLAY

10.1 How Do I Open an account?

Opening an account at Maple Casino is as simple as these 5 easy steps:

1. Click on any FREE DOWNLOAD button to save our free software to your computer. The most popular games will be included in the initial download. Additional free games are also available.
2. Once the download is complete, install the software on your PC.
3. Make sure you're connected to the Internet.
4. Run the software and click on CONNECT. You will then be prompted to register online. You can register to play for FREE or with REAL MONEY.
5. To register you will have to enter your e-mail address, contact details and a password.
   
   Once registration is complete, you will be given a player account number. Make a note of your account number and password and keep them in a safe place, as you will need them to access the casino each time you wish to play.

10.1.1 Guaranteed Security 

Maple Casino offers its players complete security in their dealings with the casino. All transactions across the Internet are encrypted using state-of-the-art 128-bit encryption technology, and games in progress are saved if the link between player and casino is interrupted for any reason.

10.1.2 Fairest odds and loosest slots!

Crazy Vegas online casino is proud to offer only the fairest games to its players. Our payouts are reviewed by independent auditors. For the latest payout percentage reports - please click here.

10.3 Exciting competitions and prizes!

Exciting competitions and prizes for the Dealer's challengers. Maple Casino  members enjoy FREE participation in all the competitions run by the casino. The Dealer will be in contact via e-mail to inform players of upcoming competitions and promotions.

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