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Welcome to our help centre.

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BONUSES FAQ

MAYBE YOU CAN FIND YOUR ANSWER HERE?

I have met the wagering requirements but the bonus funds haven’t been transferred to my balance. Why not?
If you’ve wagered your bonus for over 100%, it probably means a game was closed before the spin or hand was completed. Reopen this game and finish the spin/hand to access your bonus. Please contact our customer service team if you can’t find the right game. Don’t play further until we have sorted it out.
How do I know when I meet the wagering (play-through) requirements for my bonuses?
You can see a snapshot of your current bonuses in your financial overview. The total amount you need to bet to meet the wagering requirement is shown at Wagering req. The amount you’ve wagered so far is shown at Wagered. When the two amounts are the same, you’ve met the wagering requirement and the bonus will be added to your balance.
What’s a free spin?
We give away free spins! As you’d expect from the name, a free spin is one you don’t have to pay for. Winnings out of free spins will be added to your bonus funds, and you have to meet a wagering requirement to move them to your balance.
I’ve heard there’s a Cash Back offer. How do I qualify?
For those players who haven't had the best luck there's a Cash Back offer. Find out more about our Cash Back here.
When will I get a bonus?
Club One, our loyalty reward program, was created specially to thank our most loyal customers. The more you play, the better the bonuses you’ll be offered. We hand out bonuses weekly, and if there’s one available for you we’ll send you an email with the good news, or you’ll see a notification in your account.
What does ‘wagering requirements’ mean?
In your account you’ll see a ‘Balance’ and a ‘Bonus’. When you deposit, your funds will be added to your balance. When we give you a bonus, we add the funds to your bonus.

The funds in your balance is ‘real money’ and can always be withdrawn (minimum payout is € 17,50). You can only withdraw the funds from your balance. Therefore you need to turn the ‘bonus-funds’ into ‘balance- funds’ to make them eligible for a withdrawal. You can turn bonus-funds into balance-funds by betting the bonus-funds in our games.

The total amount that you need to bet in order to turn the bonus into balance is the bonus’ wagering requirement. When the requirement is given as a multiplier, you’ll need to bet the initial bet multiplied by the multiplier (To give an example: When you receive a € 10,00 bonus with a 25x wagering requirement, you’ll need to place for € 250 total bets from that bonus.
Can I use my bonus to buy scratch cards?
No, unfortunately you cannot use your bonus funds to buy scratch cards. You can only buy scratch cards with real cash (balance).
I didn’t get my sign-up bonus. Why not?
To get your free sign-up bonus, you have to validate your account with a free SMS code that we have sent you. You can only have one sign-up bonus. If you haven’t received it, check to see whether you’ve already validated another account. If you have, you won’t qualify for a second sign-up bonus. If you didn’t receive a text please contact us as soon as possible.

Also, only one sign-up bonus is allowed per address. If you see a notification in the upper left hand corner of your screen (check the bell icon) saying that you’ve been marked as ‘double’, it means there are other accounts registered at your address. If this happens, and you’re the only account holder in your household, please contact our customer service team. Please make sure you’ve completed all your personal details before contacting them.
How can I cash out my no-deposit bonus?
You can withdraw the bonus as soon as you’ve met the wagering requirements. Please note we require a one-time deposit of €10 or more before you can request a withdrawal. You can of course withdraw your funds again immediately.
Is the sign up bonus really free?
Yes it is! There are no costs at all. When you receive a no-deposit bonus there’s no need to make a deposit first. You just receive the funds on your Bonus meter, and once you’ve wagered the bonus, you can withdraw it for free! Please note we require a one-time deposit of €10 or more before you can request a withdrawal. You can of course withdraw your funds again immediately.
Where can I find my Club One status?
You can check your loyalty reward status easily via your Member Status page . This will show how many Club points you’ve earned already.
How much free no-deposit bonus will I receive at One Casino?
At One Casino we like to reward our regular players. The higher your Club One status, the bigger your free no-deposit bonus will be each week.
How do I apply for a birthday bonus?
As a Club One member you'll receive an extra free bonus on your birthday by mail. Please note that your account needs to be verified to be eligible for the birthday bonus.
What happens to my bonus when I withdraw my money?
Some bonuses become void if you withdraw your balance. If this is going to apply in your case, we’ll send you a notification letting you know. Please note that once lost, bonuses don’t return.
Am I allowed to open more than one account?
No. You are only allowed one account, and our bonuses and promotions are limited to one person per household.
How can I cash out my no-deposit bonus?
You can withdraw the bonus as soon as you’ve met the wagering requirements.
How do I claim my Cash Back?
As soon as you are eligible for Cash Back, you will receive an e-mail in your inbox. Go to the One Casino lobby and you’ll see a ‘Claim Cash Back’ button. Click the button and the Cash Back will be added to your account.
What are free spins and how do I use them?
We give away free spins! As you’d expect from the name, free spins are spins you don’t have to pay for. Just open the game on which you received free spins and you'll find how many free spins you received. Winnings out of free spins will be added to your bonus funds and you have to meet a wagering requirement (35x) to move them to your cash balance.

- We always mention the date and the time on which the free spins are valid. The free spins can be claimed before this date. After the free spins have been claimed, they will be valid for a maximum period of 30 days.

- Free spins are given in certain game(s) and can only be played in this particular game(s). Of course, we will always let you know in which game(s) you can play your free spins.

- Before the winnings can come to your bonus balance, all free spins should be played.
Where can I find my free spins?
The free spins can be played in the video slot we have mentioned the free spins will be available in. You can find this game easily by searching the name of the video slot in the search bar on our website. If we have given you a link to the game (for example in our promotional email), you can also play the video slot via the link.
Can’t find your answer here? Visit our Promotions page to learn more about One Casino’s bonuses. If this doesn’t help, our customer service team will be happy to assist you. Please describe in detail your question in the text field below.

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