FREQUENTLY ASKED QUESTIONS
Q: Can I have a goodwill bonus?
A: Maybe. Check with our friendly customer support and perhaps we will be able to offer you something extra :) Remember that you must be active in order to qualify for a goodwill bonus.
Q: What is a wagering requirement?
A: It is very common for casinos to set wagering requirements on their bonuses and free spins that the customer has to fulfill before their bonus money gets converted to real money. This means that you have to play for a certain amount before you will be able to make a withdrawal. Example: You get a bonus of €10 with 5 times wagering requirement. In order to fulfill your wagering requirement, you have to place bets on a total amount of €50 no matter how much you win or lose. Spin 50 times on Starburst with a €1 stake and your wagering is fulfilled. Please remember that not all games contribute to the wagering 100%. You can find the specifics in the Bonus Terms & Conditions.
Q: How can I get in touch with customer service?
A: It is very simple. Just send us an e-mail to [email protected] or contact our live-chat that you will find in the bottom right corner. Our customer support is available Monday to Friday between 08:00 - 22:00 CET and Saturdays between 09:00 - 21:00 CET.
Q: Do I need to verify my account?
A: Possibly. We may request documents from you in order to verify your account after you have played with us for a while. However, this process is very simple and our customer support team is here for you if you should have any problems.
Q: How do I change my registered e-mail address?
A: If you want to change e-mail address we kindly ask you to send your request from the previously registered e-mail address and let us know to which address you want to change it. If you do not have access to the previous e-mail address, please attach a proof of ID (Driver's license, passport, ID card) and proof of address (utility bill) in your e-mail request so we know that the right person that is sending the request.
Q: I feel like I want to limit my gambling a bit, how do I do?
A: There are several ways to limit your gambling. For more information, we recommend you to visit our responsible gambling section or go to “My account -> Responsible Gaming” where you can set deposit limits, loss limits or block your account.
Q: Can I play at your casino?
A: You are allowed to play at our casino as long as you are over 18 years old and are not residing in a restricted country per our [Terms & Conditions]https://helmicasino.com/en/terms-and-conditions.
Q: Do you have any fees for transactions?
A: No, we will never take any fees for deposits or withdrawals at our site. However, certain payment providers may have their own fees, but this is rare.
Q: How do I create an account?
A: Registering an account at Helmi Casino is a quick and simple process. Just press "Play now" button insert the deposit amount ja verufy the transaction with your bank logins. If you don't want to deposit immediately you can also login by using button "Fetch balance" which will register your account without a deposit.
Q: How do I close my account?
A: If you want to pause your account, then go to “My Account -> Responsible Gaming -> Block Account”. There you can choose if you want to block it 1 day, 7 days or 30 days. If you would like to close it for a longer period, please send us your request to [email protected] from your registered e-mail address and give us the following information:
Length of account block
Reason for account block
Date of Birth
Q: I tried to make a withdrawal but it got declined, why?
A: A reason why your withdrawal might be declined is that your balance is lower than the requested amount or that you have an active bonus. If neither of these is the case, please contact our support and we will help you.
Q: Can I create more than 1 account?
A: No. You are only allowed to have 1 account per person/IP-address/address/phone number according to our terms and conditions.
Q: Can I use someone else’s personal details and/or payment methods(s) to play here?
A: No, this is strictly forbidden. You are only allowed to play here using your own personal details and payment methods registered in your name.
Q: I have been playing a lot now, but I don’t get any good winnings.
A: We fully understand that it takes away a bit of the joy if you have really bad luck. However, we do not have any chance of affecting the slot payout in any way. All game providers have their own random number generator (RNG) that is tested and approved by several independent third parties, so every player has an equal and fair chance of winning. Most slot machines have an RTP (return to player) of 97%, which is giving you a good chance of winning. We hope that you have better luck next time!
Q: The slot stopped in the middle of a game round, how do I know if I won or not?
A: If a game round stopped in the middle of a round, it will start where you finished when you re-open the game. Please log out of your account, clear cache and cookies, log back in and start the slot again. If the game round does not continue where it finished, please check ”Account -> History” to see if you won or not. If your game round does not have an end date in your history, please contact support and we will help you.
Q: When I open a game I only see a black window, and nothing happens?
A: Please make sure that JAVA is installed on your device.
Q: I’m trying to create an account, but something wrong happened. What is the issue here?
A: If you previouly have closed your account for gambling related problems on any of the brands operating under our license, you won't be able to open an account with us. If this is not the case, please contact our support and we will assist you.
Q: Which browser should I use when playing at Helmi Casino?
A: We recommend our customers to use Google Chrome as our site is optimized for that browser. If you are using Mac, you should play from Safari. Also, please make sure to have the latest version of Flash installed in your browser.
Could not find the answer to your question? Choose Start Chat at the top of this page to start talking to one of our support agents.