Frequently Asked QuestionsFrequently Asked Questions

Frequently Asked Questions

Here we have compiled for you a list of the most common questions that our support team gets from our players. We will keep questions and answers short and simple. Afterall, this FAQ is supposed to give answers and not confuse you further.


Are all payment methods available to me?

You can check available options for deposits and withdrawals at our payments page. However, please note that not all payment methods are available equally in all countries. The payment methods that you have available, are unique to your country. To verify which payment methods you can use, log into your account and check on the deposits page.

How do withdrawals work at Casitsu Casino?

    We try to process your cashout requests as quickly as we can. However, as a licensed casino, we are required to follow a number of procedures before we are allowed to pay you your winnings. To protect our players against identity theft, money laundering, under-age gambling and gambling addiction, we require the following checks to be made before a cashout can be approved:

  1. Photo ID: A clear picture of your valid identification document. This can be a passport, a drivers' license or a personal ID card.
  2. Self-Portrait (Selfie) together with your ID: We require that you send us a picture of your face, holding up your ID into the camera so that we can verify that you are in posession of your legal, personal ID.
  3. Proof of Payment: We need proof of ownership of the payment method you have or will use. This is to prevent that someone else may use a compromised eWallet or a stolen credit card.
  4. Proof of Address: We need proof of your current address. For this we require a recent document that shows your current address. Some countries provide this information on personal ID cards, such as Germany. For other countries, we need at least a photo of a recent utility bill.
How does the welcome bonus works?

    Our welcome package offers 4 different deposit bonuses and a free spin to start you off. It is important to note a few things:

  1. The Bonus Codes are case sensitive. Please spell them exactly as you see them on our promotions page. Ideally, copy/paste them.
  2. The bonuses are given to you based on the count of your deposits. If you make your first deposit and do not use a bonus code, then the first deposit bonus is lost to you. If you chooose to use a bonus code on your second deposit, then you MUST use the bonus code for the second deposit bonus. You cannot use the first deposit bonus code for your second deposit. If you use a special promotions bonus for your first deposit, then you can no longer use the regular first deposit bonus code. Again: The bonuses are given to you based on the count of your deposits.
  3. The current free spin offer that comes with the first deposit bonus, will be automatically given to you 24 hours after you have made your first deposit.
  4. Some games may be excluded from bonus offers. Please check our bonus policy and terms and conditions for details. Please also check for minimum deposit requirements for your prefered currency.
Do you have problems controlling your gambling behavior?

We offer tools that allow you to self-exclude yourself for longer periods of time. In fact, we offer a number of options. Aside from limiting your bets, losses or deposits, we also allow you to "cool off." This still allows you to log into your account, but prevents you from depositing more money. And if you suspect that you have a gambling problem, you can also "self-exclude" yourself. You can find this option in the advanced settings of the Responsible Gambling account menu. This will completely lock your account. You won't be able to log back in before the entire self-exclusion period has run out. If you need more help, you can also contact our support team in the live chat, or by using our contact form.


Do these things when you first create an account
  1. Fill out the rest of your personal details
  2. Upload all proof documents, including your selfie.
  3. Check out the Promo Link in your account. It will show you any available promos that have been granted to you. Here you can always find issued bonuses that you need to activate first.

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