If you require any information regarding your Casino Account, or you encounter any problems, we will be pleased to assist you. All of our Player Support Team has been highly trained to provide the personalized, professional service you expect from leading casinos worldwide.

Our Player Support Team is available via e-mail, phone and chat 24/7/365. Please use one of the options below to get in touch with us. We are committed to exceeding all customer expectations and ensuring we provide the best support possible and help you immediately.

LIVE CHAT SUPPORT // INSTANT SUPPORT!

To chat with us, log into your Casino Account and select "Help" from the top menu, then select "Customer Support" and "Live Chat." All requests will be answered immediately. Note: live chat is only available in "Real Money Play."

E-MAIL SUPPORT

You can reach us by e-mail at: [email protected]

PHONE SUPPORT

You can reach us on the phone using following numbers:

• North America: 1.866.733.5489 (toll free 24/7)
• Austria: 800291086 (between 15:00 to 23:00)
• Belgium: 80071022 (between 15:00 to 23:00)
• France: 800904063 (between 15:00 to 23:00)
• Germany: 8001890438 (between 15:00 to 23:00)
• Italy: 80788288 (between 15:00 to 23:00)
• Japan: 531160564 (between 22:00 to 06:00)

FREQUENTLY ASKED QUESTIONS

SAFETY CONCERNS AND PRIVACY POLICY

How secure is it to give my credit card over the Internet?

Our security team has ensured that our software offers complete protection for your Credit Card information. Our casino uses state-of-the-art encryption in our software, which is virtually impossible to crack. The online security methods we employ are similar to that used by banks for all their transactions over the Internet.

Is my real name available for other players to see?

We will never expose any of your personal information to other players - your privacy is guaranteed.

Do you sell lists of players to third parties for promotional or other purposes?

Our Customer Information Policy pledges that any details disclosed by the player will not be sold or distributed to a third party. You can rest assured that no one will annoy you with any form of solicitation.

Can other players access my account?

The system is password protected, this authenticates the player's identity before any account information or transactions can be accessed. You and our support team are the only ones with access to your account information. Do not reveal your user name or password to anybody.

 

LEGALITY OF GAMBLING

If I am from Canada, can I play in your casino?

You will not be able to play using Real Money because our casino is void in Canada. However, you are welcome to play off-line for fun. If you still try to purchase credits we will cancel your purchase request.

Is it legal to play in your Internet casino from my country?

Laws vary from jurisdiction to jurisdiction. We cannot be responsible for the laws in your location. Please contact your local authorities for up to date information on the legality of Internet gaming in your jurisdiction.

 

GAME FAIRNESS AND ODDS

What are the odds of the games?

Our Casino offers the same odds to those found in Las Vegas. Our extensive selection of video poker games offer up to 99% paybacks.

How can I be sure the games are fair?

Oceans Casino & G-FED Games have been an online presence in the Gaming Industry since 1996 making us one of the originators in web-based gaming. Our longevity and our thousands of loyal players is testament to our fairness and honesty. In addition each individual game (hand, spin, etc) is recorded in the Casino Server and is easily accessed by our Customer Support Team at your request.

 

GETTING STARTED

Simple Download and Installation instructions:

How do I register?

You can register directly from the casino software.

To register from the casino software:

Or to register from within a Free Mode game:

How do I purchase Credits to play for real?

To purchase credits or chips from the casino software, click on the "Cashier" button.

Can I play the games for free?

Yes. You are welcome to try our games with no obligations for as long as you wish. When you are ready to play for real, simply register to open a real account.

How do I get free credits?

From the casino software, click on "Free Play"

How can I be assured of a fast customer support response?

Our support team is here 24/7 to serve and assist you. You can choose the method that’s most convenient to your needs. Please see above for all contact details. We can guarantee that a member of our team will deal with your query quickly and professionally. You can help us provide top quality service by providing your user ID and any relevant information when submitting your question.

 

PURCHASE CREDITS AND PAYOUTS

How do I purchase credits to play for real?

To purchase credits or chips from the casino software, click on the "Cashier" button.

To purchase credits or chips from the casino software, click on the "Cashier" button. You may use any one of the following deposit methods:

How do I collect my winnings?

For purchases made by NETeller, Firepay, Moneybookers and PrePaid ATM, we will be able to credit your entire winning back to your NETeller, Firepay, Moneybookers or PrePaid ATM account. For purchases made by Credit Card, Citadel, Switch and Solo, winnings will be paid by USD cheques, Euro Bank Drafts or Pounds Bank Drafts. Please make sure that you give us your complete, correct address and name information when you purchase credits. The speed of delivery for winning checks and bank drafts will vary depending on the mail service in your location.

Click here to find more about payouts.

General withdrawals: How long does it take? How do i receive my winnings?

Our casino processes all payouts on a daily basis. Payouts will be sent to players according to the payment methods used to buy chips. Our Processing time is 3 days; delivery will then depend on the method we use to refund you, and your location. All winnings are subject to our fraud prevention measures. Please visit the Cashier section of our site to be aware of these.

Reverse withdrawals: I have made a withdrawal and want to return the money to my Casino account, is this possible?

There are two steps you can take to reverse your withdrawal into your casino account.

Please note: requests for reversals should be sent within 24 hours of your withdrawal to guarantee their successful reversal - once they have begun to be processed by our accounting team, it is not company policy to reverse a withdrawal; withdrawals can only be reversed in their full amount.

Am I required to pay taxes on my winnings?

Rules for taxation on casino winnings vary from country to country. You are responsible for checking with your local tax authorities to determine if you are required to pay taxes on winnings received from our casinos.

 

TECHNICAL ISSUES

What are the recommended minimum system specifications?

The system requirements are as follows:

I try to login but I can't connect to the casino server. What is the problem?

Make sure to write down your User Name and Password properly. Make sure your computer is connected to the Internet. To test your Internet connection, start your preferred browser (ex: Netscape or Internet Explorer) and try to visit any website (ex: www.yahoo.com). Please Note that all User IDs and Passwords are case sensitive and need to be entered exactly as when you registered. As well, please be aware as to whether or not your ability to connect to our servers may be being affected by a Firewall, or any other security measures which may be implemented on your computer, or the server which your computer receives its Internet connection from. If you are connected to the Internet and you still can’t login to our Casino Server, please contact our Customer Support Team stating the casino that you were attempting to connect to and the exact error message that you received.

Do I have to call overseas to play at your casino?

You do NOT need to call overseas to play in our casino. All you need to do is connect to the Internet in the way you usually do to browse the web. We guarantee that you won't receive any hidden telephone charges as a result of playing in our casino.

I press deal and the card is dealt but does not flip over?

This problem is caused by excessive Internet traffic. If traffic is too busy, the signal from the server will not be relayed to your software. In such a case, the card will not turn over because it has not received the message telling it what card was dealt. If you close the program, you will be refreshed to the last known position.

I was in the middle of a game and I lost the connection, what happened to the game?

We take great care to make sure that our servers offer the highest level of reliability to our players. Most of the time if you lose your connection to the games the error occurred somewhere between your computer and our server.

Our server always records the game results, regardless, even if the connection was lost between your computer and our server, the game results will be accurately recorded and the results will be reflected in your account balance the next time you login.

 

PASSWORD AND ACCOUNT INFORMATION

How can I change my "Account Info"?

In order for you to change or Update your account information simply log into our casino and then click on the options menu (the check mark on the top left hand side of the screen). Next click on "Modify My Account", and you will be able to update your mailing address and e-mail address.

For security reason you are unable to change your name in the database. If you have legally changed your name, we suggest that you inform support and register another account with the casino.

To update your Credit Card details go to the "Cashier" menu and select Credit Card. Next click on the "View/Modify Credit Card" button.

How can I change my Password?

From the software, in Real Play mode:

How can I view my Account Information?

From the software, in Real Play mode:

 

PLAYER SUPPORT TEAM

How do I contact the Customer Support Team?

Please see above for all details on contacting us via e-mail, phone & chat.