Frequently Asked Questions

We have compiled this list of FAQ (Frequently asked questions) for your convenience. However, if you have any further questions, please do not hesitate to contact us anytime.

Cashier FAQ

Deposits and Withdrawals, Table limits and Security.

  • How do I make a deposit to my account?

    In order to make a deposit you must first download the Indio Casino software. For complete step-by-step instructions on downloading and installing Indio Casino, go to the getting started section. First, you need to open your real money account. After you receive your real money username and password, you are ready to make a deposit into your Indio Casino account.

      • Start the Indio Casino program, and select the “Real money mode” option.
      • Enter your real username and password in the Login window.
      • Select “Cashier” from the top-right hand corner of the lobby followed by pressing the “Deposit” button.
      • Select your desired deposit method.
    • Credit Card Deposits
    • Your credit card will be billed immediately after purchase.
    • We recommend the cardholder to print out all transaction data, the rules of the game, the cancellation regulations, and the payment methods in order to avoid misconceptions and discussions at a later time and keep them at an easily accessible place.
    • All orders will be effected immediately.
    • After purchase the customer is able to play immediately.

    If you are totally dissatisfied with the service you have received, we will consider your case and refund your purchase so long as your reason is valid. To apply for a refund e-mail us on support@indiocasino.com

  • Can I use someone else’s credit card to gamble?

    No. You must be the bank approved card holder in order to make a deposit at Indio Casino with a credit card. We reserve the right to refund all deposits should you play on a credit card you do not own. In addition all unpaid winnings will be immediately forfeit and returned to Indio

  • How long does it take to process my deposit?

    Credit card deposits take approximately 2-5 minutes to process and funds are made available in your casino account within this time frame.
    Wire Transfer deposits take 2-5 business days to arrive at our bank. Your account will be credited as soon as our bank receives the transfer.
    Bank Draft / Personal check deposits take about a week to reach our offices. It takes an additional 10 days for a Bank Draft to be cleared and about 21 days for a Personal check to be cleared. Please note that the first phase of a Bank Draft / Personal Check deposit is dependent on regular world wide mail and may vary depending on your location and/or other factors.

  • How do I withdraw my winnings?

    To withdraw money from your account go to Cashier and select the “withdraw” button.If you made a deposit to your account via a credit card, we will attempt to credit refunds back to your credit card to the extent allowed by our credit card processing companies. All withdrawal amounts over and above the limits allowed by the processing companies will be sent via cheque, NETeller, PrePaidATM, Wire Transfer, or Bank Draft.Bank drafts will be sent to your billing address, as specified by you during the account registration process, using regular worldwide mail. Please make sure that the specified billing address is correct to avoid any delays. If this address had been changed please contact our Customer Service department at support@indiocasino.com. Please allow up to three weeks for delivery due to slow mail service. There are no charges imposed on bank draft withdrawals.If you select Wire transfer as the preferred method for withdrawal, you will be asked to fill in your bank account details. There are no charges imposed on Wire transfer withdrawals.You can track the status of your withdrawal requests by entering the cashier and selecting the “Transaction history” screen. The status column in this screen identifies each transaction’s exact phase.

  • What is the pending withdrawals screen?

    Once you make a withdrawal, your withdrawal request is pending to be processed by our financial department. By entering the “Pending Withdrawals” screen in the “Withdraw” section in the cashier you can view all your withdrawal requests that are waiting to be processed.Generally, no withdrawal request will be processed before 4 business days of making the request so that you can cancel withdrawal requests when the transaction has not yet been processed, and return the amount back to your casino account, so you can go ahead and play.

  • I have made a withdrawal but have changed my mind. How do I cancel a withdrawal request?

    As mentioned, all withdrawal requests awaiting to be processed show up in the “pending withdrawals” screen in “Withdraw” section in Cashier, for about 4 business days from your initial withdrawal request date. You can cancel withdrawal request as long as they show up in the “pending withdrawals” screen, and return the requested amount back to your casino account, so you can go ahead and play.

  • How can I follow up financial transaction operations?

    The Cashier’s ‘Transaction History’ section stores a complete history of all your financial actions, such as bonuses credited to your account, withdrawal requests and deposit requests.

  • How much can I deposit to my Indio Casino balance?

    The following limits of deposits apply for each deposit method:
    Credit cards
    Minimum single deposit

    $25
    €25
    Rs.1,000

    Wire transfer
    Minimum single deposit
    $25
    €25
    Rs.1,000

  • Is it safe to use my credit card at Indio Casino?

    Yes, absolutely. We use the best security measures available today, such as latest Firewall technology and RSA encryption to make sure that delicate information remains 100% secure with us.

Neteller FAQ

  • What is NETeller?

    NETeller (http://www.neteller.com) is an online money transfer service. You can open a NETeller account which acts like an online wallet. You are able to deposit, withdraw and transfer funds to the many merchants that support NETeller.

  • How do I deposit, withdraw and transfer funds?

    Once you log into your NETeller account, just follow the links on the main navigational bar at the top of the screen, or use the Quicklinks located on the left of your screen to move to the desired section. Each process is explained in full detail in their respective sections.

  • How do I become Certified?

    Becoming a Certified NETeller member is a simple process which has many benefits. International users may become Certified by faxing in a clear copy of their passport and both sides of a personal credit card. Once you become certified you will be entitled to all the benefits of certification. There is additional information on certification in your NETeller account.

  • How do I verify my bank account?

    After registering your bank account, NETeller will debit and credit your account for two amounts less than one dollar at NETeller’s expense. When you find out these amounts from your bank statement, enter them in the NETeller system and your account will be instantly certified.

  • Why was my withdrawal declined?

    It is NETeller policy to withdraw your funds using the same method as they were originally deposited. Therefore, if you deposited

    $25
    €25
    Rs.1,000
    by credit card, then you must withdraw
    $25
    €25
    Rs.1,000
    back to your credit card. Any subsequent amounts may be withdrawn using other methods.

  • Why was my credit card declined?

    A credit card will be declined by the bank issuing the card. You may call the issuing bank to find out what is wrong with your card. Remember: Three invalid credit card attempts within one hour will cause your NETeller account to be automatically closed and you will have to contact customer support in order to have it reopened.

  • How do I change the personal information in my NETeller account?

    In the navigational bar at the top of your NETeller account, there is an option to “Edit Account”. This will allow you to change your phone number and password in the NETeller system.

  • Why is my transfer to a merchant still pending?

    Not all merchants accept transfers twenty four hours a day. Some work regular business hours, some do not. It is solely up to the merchant to accept or decline any funds to or from NETeller. If a transfer you made to a merchant has been pending for very long, you may contact the individual merchant or cancel the transfer from your account.

Games FAQ

Game features, rules and fairness

  • What kind of games does Indio Casino offer?

    Indio Casino currently offers more than 150 different games. We have ten of the most popular table games (Baccarat, Blackjack, Caribbean Poker, Casino War, Craps, Keno, Pai Gow Poker, Red Dog, Roulette and Sic Bo) and hundreds of machine games (Video Poker machines, 4-Line Video Poker machines, 3-Reel and 5-Reel Slot Machines both with and without Progressive Jackpots and Bonus Games). We are working on new games on a day-to-day basis. You will be automatically notified when new games become available.

  • How can I be sure that the games are fair?

    Indio Casino is fully licensed by the government of Curacao, Netherlands Antilles. The payout percentage, which is the percentage of the total wins out of total bets, is being audited on a monthly basis by one of the leading international accounting and auditing firms. The payout percentage report is displayed at Indio Casino website, so that you can be sure that the games are fair and honest.

  • How is the outcome of the games generated?

    Indio Casino uses a very sophisticated Random Number Generator (RNG) to create a randomized outcome for each game. The odds for both real money and fun mode games are created with this random number generator. In all card-based games, like Blackjack and Baccarat, the deck/s of cards are shuffled prior to each hand being dealt.

  • What is a Multiplayer or Private group table?

    When you chose a multiplayer table you automatically join a table with other players. The system automatically assigns you to a table where there is an empty seat.Private group table is a table where you can play along with your friends without being interrupted by other players. In order to join a Private group table you have to type in the name of the table you wish to join to. If this table has already been created by your friends, you will join this table, if not – then a table will be created for you so that you can tell your friends to join in with you.

  • How do I chat with other players?

    Chatting is very easy: simply click on the ‘Chat’ button in Multi-player and Private-group tables and type in whatever is on your mind. To send the text, simply click on the ‘Send’ button.

  • What are COMP points and how do I accumulate them?

    Indio Casino has a very unique COMP (Complimentary points) program, which enables each member of the casino to accumulate COMP points automatically while playing. All you have to do is play at Indio Casino and for every R/$/EUR/Rs. 10 wagered, you earn 1 COMP point, absolutely free! These COMP points can be converted to real money that can be cashed out or played with. And that’s not all, the more COMP points you accumulate – the faster your VIP level increases, which enables you to enjoy fantastic bonuses and participate in our special casino events.

  • While playing Blackjack in multiplayer, the dealer continued to play finishing the game before I placed my bet; what caused this?

    Within the casino software there is a time out bar that pops (bottom center) up letting you know that you have 15 seconds left to place your bet (this happens after a 30 second period). This is to ensure that the others playing would not be left waiting indefinitely for you to place you bet.Note: this feature is present in Multiplayer and Private Group for the following games: Black Jack, Roulette & Baccarat.

  • What happens if I am suddenly disconnected from the Internet while I play?

    Because Internet connections malfunction due to several reasons beyond our control, we have developed a sophisticated integrated abnormal disconnection handling mechanism, which will always protect the player interest in such an event.If for some reason, you get disconnected from the Internet while you are in a middle of a game, don’t panic. If you are unable to reconnect to the Indio Casino, you will be logged out after a certain period of inactivity. You can later connect to Indio Casino and log in as usual.If you manage to reconnect before you are logged out, the type of game you were playing determines what you will see upon reconnection.In Blackjack, Craps and Video Poker, upon reconnecting to Indio Casino, you will automatically be returned to the exact state where the game was interrupted, so you can continue exactly from the same point you left off, and decide what do you want to do, just in like any game round.In games like Slots and Roulette, where the player does not take decisions in the game after the round had been started, you can just log-in to the casino again and see how the game had finished by clicking on the ‘Game history’ button.

  • After placing a bet I suddenly change my mind. How do I remove the bet?

    In games like Blackjack, Roulette, Craps and Baccarat just press with your right mouse button on the chips you wish to remove. In Roulette you can also click on the ‘Clear Bet’ button to remove your entire bets from the table.
    In Slots and Video poker, just press the ‘Cash out’ button to remove your coins from the machine back to your balance. If other coins remain in the machine, don’t worry, they will automatically return to your balance once you exit the game.

  • Where can I find complete detailed instructions on the various games?

    Our downloadable casino software comes with built in context sensitive ‘Help’. Just click on the help button in the casino lobby for a complete set of instructions and explanations on all Casino games, or click the help button while playing to display help on the specific game you are playing.

  • How old do I have to be to play for real money?

    In order to play for real money you must be at least 18 years of age. Fun mode players have no age limitations.

  • I am not sure what the previous game result was. What do I do?

    You can just step into the ‘Game History’ section and view the previous rounds and their results. If you have any further questions, feel free to contact our customer support staff at support@indiocasino.com. You can call or e-mail us any time, 24 hours a day, 7 days a week.

Technical FAQ

Software Download and Installation.

  • What do I have to do in order to play at Indio Casino?

    In order to play at Indio Casino you must first download our free software from www.indiocasino.com
    The reason why we have a download version casino is because downloading the software to your PC makes the games much quicker and more stable than playing them in your own browser, as all the casino graphics and multimedia effects are already installed on your computer, and only small packets of information are transferred between your computer and our servers. This makes Indio Casino faster and the gaming experience more fun.

  • How long does the download process take?

    The average download time is 12-15 minutes using a standard 33Kbs modem. In cable and ADSL connections download takes no more than 2 minutes. You have to remember that the download is only necessary for the first time you play at the casino, after that – the program is available from your computer’s ‘Start’ menu and/or your computer’s desktop.

  • Do I have to download every time I want to play?

    Absolutely not. You only need to download and install the casino once. The downloaded file is a small file of about 5Mb, containing 6 games: Blackjack, Roulette, Craps, Video Poker, Slots and Baccarat. After installing the file, the casino is accessible from your computer’s ‘Start’ menu and no additional download is necessary in order to play.

  • After downloading the software, what do I do next?

    Double-click the icon of the downloaded program, SetupCasino.exe. The installation wizard will guide you through the entire installation process.

  • What are the minimum system requirements?

    Windows NT, Windows XP Windows 7 or Windows 8
    P90
    24MB RAM
    16bit colors
    50MB free hard disk space

  • Can I use Indio Casino with a Mac computer?

    We are sorry but Macintosh platform is currently not supported.

  • How do I use Indio Casino with AOL?

    AOL users can use the Indio Casino software with AOL version 3.0 or later.

  • What should I do if I receive a message Account not found. Please verify your account information and try again.?

    It is possible that you are trying to enter the DEMO mode casino with a Realmoney mode username and password or enter a Realmoney mode game with a DEMO username and password. If you can’t log into the casino, please mail your registered name, address, phone number and e-mail to support@indiocasino.com and request your username and password.

  • What should I do if I can’t find the Indio Casino icon on my desktop

    If the Indio Casino icon is not on your desktop nor ‘Start’ menu and you can’t remember where you saved it, please follow these steps:Click on the START menu at the bottom left corner of your screen.
    Choose ‘Find’ then ‘Files or Folders’.
    Into the box that says ‘Named:’, type ‘casino.exe’ and click ‘Find now’.
    The computer will now search for the file.
    Search results will be displayed at the bottom of the window. If the computer finds a file named ‘casino.exe’ in a directory called ‘Indio Casino’ then you can double-click on it to immediately run the program or right-click on it and choose ‘Create shortcut’ to create a shortcut for it on your desktop.
    If the computer has finished the search and there is no file name in the window, then the file was not found. In case your computer has several hard drives, search the other drives as well. If you cannot find the file, you will have to repeat the download and installation process.