Frequently Asked Questions

We have compiled a list of frequently asked questions which may assist in resolving any issues or queries you may have.

Should you not find the solution to your query in the list below please feel free to contact our friendly support team who are available 24/7 via our live chat feature or email support@whitelotuscasino.com.
Please be sure to provide your full name, username and a detailed description of your problem or query as this will ensure that our support team is able to provide the best service possible.
Support is available 24 hours a day 7 days a week and we strive to provide detailed solutions promptly.

    Question 1

  1. Can I play at White Lotus Casino on my mobile, tablet as well as computer? What browser should I be using for this?
  2. Yes, you can use your mobile, tablet or computer to play at White Lotus Casino. Our software has been designed with this specifically in mind. Should you open our website on your mobile device you will be referred to our mobile site. With your computer or tablet you can use our instant play version while the download version of our software is better suited for use with computers. It is recommended that you use the Google Chrome browser with your Android device while Apple users can use either Safari or Google Chrome to play at White Lotus.

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    Question 2

  3. Do I need a separate account for playing in the instant play, mobile and download versions of White Lotus Casino?
  4. No you do not, your one account with White Lotus Casino can be used to play in our Instant Play, Mobile and Download versions of our software. The same login information when registering applies to all versions. In fact as per our terms and conditions we only allow one casino account per player.

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    Question 3

  5. What deposit and withdrawal methods can I use for my account at White Lotus Casino?
  6. White Lotus Casino has many easy and convenient deposit as well as withdrawal options.
    To deposit you can use Bank Wire/Electronic Funds Transfer, Secure Instant Deposit, Skrill, EcoPayz, Neteller and Credit Card (VISA and MasterCard).
    To withdraw funds from your Casino account you can use Bank Wire/ Electronic Funds Transfer, Skrill, EcoPayz or Neteller. All transactions are protected using the latest in industry standard security and your information is protected using the latest SSL technology.

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    Question 4

  7. What Games are available on White Lotus Casino?
  8. White Lotus Casino offers all the latest and greatest games available on the Real Time Gaming Platform.
    We have over 160 different slot games on offer as well as no less than 20 different table games. We have numerous versions of Black Jack, Roulette and Video Poker as well as the old trusted favorites such as Baccarat, Let 'em Ride, War, Red Dog, Pai Gow and Caribbean. We strive for complete customer satisfaction in everything we do so new games and slot machines are constantly added in an ongoing manner and all registered players are informed via email when new games are made available.

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    Question 5

  9. How do I play the games I am unfamiliar with?
  10. Need help playing some of our games or you have never played some of our games before?
    We have created some tutorials in order to help you get started and find out more about the games we offer. Please go to our Tutorials section and you will be a pro in no time.

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    Question 6

  11. How do I collect my winnings?
  12. You can request a withdrawal from your White Lotus Casino account to your banking account or e-wallet.
    Before requesting your withdrawal you will need to ensure that you have completed the account verification procedure as explained in our banking page here.
    If your account with us has been verified you will then need to check that if you were using bonus credits to play with that you have met the wagering requirement for whichever bonus you have used. If you did not use a bonus to play with you can request your funds for withdrawal at any time.

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    Question 7

  13. What is a coupon? How do I redeem coupons? How many times I can redeem the same coupon?
  14. A coupon is a code which allows you to redeem a bonus linked to that code through our cashier under the Redeem Coupon section.
    Different coupon codes are linked to different bonuses and bonus types.
    It is recommended that you read the bonus information regarding the code on offer in order to determine the requirements and terms as associated with the given bonus.
    Some coupons can be redeemed more than once which will allow you to use the same bonus again with your next deposit. Some coupons can only be redeemed once per player and this will be stated in the terms for the promotion.
    In order to redeem a coupon it is generally required that your account balance with White Lotus Casino should be below a certain amount, usually R1. It is also important to note that when using a deposit related coupon you will need to request the coupon from our Cashier section before placing your deposit. If you have forgotten to request the coupon before making your deposit it may still be possible to redeem the coupon after your deposit, however this needs to be done immediately after placing your deposit without performing any other transactions in your account, such as placing a bet.

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    Question 8

  15. What is the difference between a deposit related bonus and a no deposit bonus?
  16. Deposit related bonuses require that a deposit is made in order to activate the bonus, such bonuses are usually based on a percentage according to the deposit made. e.g. 50% bonus on a deposit of R100 = R50 with your deposit of R100. Such bonuses generally have a lower wagering requirement than no deposit bonuses and do not usually have a maximum withdrawal amount.
    No Deposit bonuses are bonuses which do not require any deposit to activate. Such bonuses usually carry a higher wagering requirement and have a maximum cash out amount from the bonus. eg. No deposit bonus of R100 has a 60 times wagering requirement with a maximum cash out of twice the bonus amount (R200). This then means that the player will have to complete wagering of R6000 (60 x R100) and will only be able to withdraw R200 from this free bonus.

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    Question 9

  17. What is a wagering requirement and how does it work?
  18. Wagering is the total value of your bets placed, regardless of whether you win or lose. Bonus credits have wagering requirements which may differ according to the bonus type used.
    For example; you have used non deposit related bonus of R100 which has a wagering requirement of 60 times. This then means that you need to place bets to the total value of R6000 (R100 x 60) before this bonus will convert to real money which you can then request for withdrawal.
    Deposit related bonuses have wagering requirements as based on a total of the deposit amount plus bonus credits used. e.g. You place a deposit of R100 and redeem a bonus of 50% which gives you an extra R50 to play with making the total amount R150. The wagering requirement for this bonus is 30 times the deposit plus bonus amount. Therefore you will be required to place bets to a total value of R4500 (R150 x 30) before you will be able to cash out winnings from the bonus amount.

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    Question 10

  19. I cannot remember my Account Name and Password. What should I do?
  20. You can use the "Forgot Password" feature as can be located in the login section of the website or software. Once you have selected this feature you will be required to enter in the email address which you have used to create your White Lotus Casino account and click on the Submit button. An email will then be sent to this address which will assist in changing your password and allowing you access to your account.
    If you have forgotten your email address as registered with us you will then be required to contact our support team and provide your name, surname and other identifying information which can be used to locate your account. You can email this information to support@whitelotuscasino.com.
    For security reasons support does not have access to your password and the "Forgot Password" feature is the only means by which you can retrieve/reset your password.

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    Question 11

  21. What if I have problem logging in?
  22. Please make sure you enter your username and password correctly and try again. If you are still not able to log in, please contact our support team via email support@whitelotuscasino.com.

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    Question 12

  23. What happens to my bet if I lose my Internet connection?
  24. Should the gaming servers have provided an outcome for the particular game as bet on when you lost your connection this outcome will be applied to your account and your account balance adjusted to reflect the outcome for this game.
    If the gaming servers have not provided an outcome for the game as played at the time of the disconnection this game will then be kept in an incomplete state and you will be able to open the particular game and continue playing from where you left off once you have logged in again.

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    Question 13

  25. Is it safe to give my credit card details over the Internet?
  26. All deposit methods use the latest in industry standard security measures. Furthermore your details are protected using the latest in Secure Socket Layer (SSL) 128 bit encryption.
    We are PCI DSS (Payment Card Industry Data Security Standard) approved. Our IT systems have been checked by usd AG according to the Payment Card Industry Data Security Standard and it has been confirmed by them that our IT systems have the best possible protection against criminal attacks.

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    Question 14

  27. My bonus has not been automatically credited to my account. What should I do?
  28. If your bonus has not been automatically credited to your account please log out of your casino account and log back in. This may help the systems to refresh their state.
    Should you note that the bonus has still not been added to your account upon logging in please contact our support team via the Live Chat feature or via email support@whitelotuscasino.com
    Should you be using a deposit related bonus please ensure that you request the coupon code through our cashier BEFORE placing your deposit. If you have missed this step please redeem the coupon from our cashier DIRECTLY after placing your deposit without participating in any play.

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    Question 15

  29. What is my comp balance? How do I redeem my points? What are they worth?
  30. Your comp balance accumulates comp points for every Rand wagered at White Lotus Casino.
    The rate of accumulation depends on your account status with us, with VIP accounts accumulating comp points at a higher rate.
    In order to redeem your comp points you can simply open our cashier and select the My Account heading and select Comp Points. From there you can see your comp point balance and decide how many points to redeem. For every 500 comp points you redeem the amount of R1 will be credited to your casino account.

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