FREQUENTLY ASKED QUESTIONS

At our casino you can play straight away, there is no download required.

It is illegal for anyone under the age of 18 to open an account and/or to play for real money at Tortuga. We reserve the right to request proof of age from any customer and may suspend an account until adequate verification have been received.

Please note that local legislation might differ from the general rules that apply at Tortuga. If you are unsure if you are allowed, or of the legal age to play at Tortuga, please contact a local solicitor.

Before you start playing with real money you will need to create an account at Tortuga. If you do not already have an account, you can create one by following this link.

After you have created an account just follow these simple steps:

• Make a deposit using your preferred payment method
• You will get the welcome bonus if you are eligible for it, giving you even more money to play with
• Choose the game that you would like to try and start playing

We offer a wide variety of casino games. You will be able to find the rules for each individual game we offer when you start playing the game.

All players are welcome at Tortuga, but due to gambling restrictions we can't accept players from the following countries:

Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antarctica, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Belarus, Belgium, Benin, Bermuda, Bhutan, Bonaire, Sint Eustatius and Saba, Bosnia and Herzegovina, Botswana, Bouvet Island, British Indian Ocean Territory, Brunei Darussalam, Bulgaria, Burundi, , Cayman Islands, Central African Republic, Chad, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo, Costa Rica, Cuba, Curaçao, Cyprus, Czechia, Denmark, Egypt, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands (Malvinas), Faroe Islands, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Guam, Guernsey, Guinea, Guinea-Bissau, Heard Island and McDonald Islands, Holy See, Hong Kong, Hungary, India, Indonesia, Iran (Islamic Republic of), Iraq, Ireland, Isle of Man, Israel, Italy, Jersey, Jordan, Kazakhstan, Kenya, Korea (Democratic People's Republic of), Kuwait, Kyrgyzstan, Lao People's Democratic Republic, Lebanon, Liberia, Libya, Lithuania, Macao, Malawi, Malaysia, Mali, Malta, Marshall Islands, Mauritania, Moldova, Montserrat, Morocco, Mozambique, Netherlands, Niger, Nigeria, Niue, Norfolk Island, North Macedonia, Northern Mariana Islands, Oman, Pakistan, Palestine, Philippines, Pitcairn, Poland, Portugal, Puerto Rico, Qatar, Romania, Russian Federation, Rwanda, Saint Helena, Ascension and Tristan da Cunha, Samoa, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Sint Maarten (Dutch part), Slovenia, Somalia, South Georgia and the South Sandwich Islands, South Sudan, Spain, Sri Lanka, Sudan, Suriname, Svalbard and Jan Mayen, Sweden, Switzerland, Syrian Arab Republic, Tajikistan, Tanzania, Thailand, Timor-Leste, Tokelau, Tonga, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom of Great Britain and Northern Ireland, United States of America, United States Minor Outlying Islands, Uzbekistan, Viet Nam, Virgin Islands (British), Virgin Islands (U.S.), Western Sahara, Yemen, Zambia, Zimbabwe.

Yes. Tortuga is a 100% secure casino, adhering to the laws and regulations applicable to an online casino.

Encryption
After logging in to your player account, all information sent to and from the Tortuga site is encrypted using 256-bit Secure Socket Layer (SSL) technology. The SSL certificate used is issued and verified by DigiCert.

Data protection
Tortuga assures that our customer’s personal data is always:
• processed in accordance with the rights of the customer concerned
• processed fairly and lawfully
• obtained only for a specific and lawful purpose
• adequate, relevant and not excessive to its purpose
• kept in a secure manner

To ensure honesty and fair play, the games on our site, delivered by 3rd party providers, work with a Random Number Generator (RNG) which, as the name suggests, randomly generates numbers. This guarantees that there is no manipulation whatsoever, not by the company and not by the customer. We do this out of respect to our customers and to comply with strong international standards.

Tortuga is a gaming company licensed and regulated under Curaçao gaming authorities.

To make a deposit at Tortuga you must first create an account. Once you've created and signed in to your account, go to "My Account" and click on "Deposit" in the left menu.

Once you have selected your preferred payment method, enter the relevant account information and the funds will be credited to your account at Tortuga within the timeframe specified below.

Yes, there is. The minimum amount for deposits is €10.

Tortuga offers a wide selection of payment methods to our customers. Some of our payment options are only available in specific countries and may therefore be unavailable to you.

You should get your deposits within few minutes. However, international transactions might take a couple of minutes to reach your balance.

A deposit can fail due to various reasons. There may be a technical problem with your computer, technical error on our part or the payment provider.

It is important that you have the latest version of Java installed on your computer and that you allow pop-up windows, as these are used for certain payment providers.

A deposit by Credit Card may fail because of various reasons and it is important that you check the following before you contact customer service with the error message you get:

• Is debit/Credit Card registered in your name?
• Do you have enough money in your account?
• Make sure you fill in the correct card number from your bank/Credit Card and the correct CVV/CVC code
• Make sure that your credit/debit card has not expired

If you have trouble making a deposit with Skrill or Neteller, please check the following list before contacting our customer service:

• Is your account active and not closed?
• Are there enough funds remaining in your account to complete the deposit?
• Make sure your deposit is not less than the minimum deposit limit or higher than the maximum deposit limit.
• Has the same account been used in another Tortuga Account? You can only use your Skrill account in a Tortuga Account.
• Is the amount deducted from your account? If yes, how much?
• What is the transaction ID that is associated with your deposit?

Having problems making deposits via bank transfer? Please check the list below before contacting customer service:

• Are there enough funds in the account to complete the transaction?
• Make sure the deposit is within the deposit limits for bank transfer
• Please keep in mind that a bank transfer can take up to 5 banking days
• Has the money been withdrawn from your bank account and do not come into your Tortuga account within 5 business days? If so, please contact our customer service.

An international transaction can take a while before it is completed, even if the amount has been reserved on your bank account.

Please wait 5 minutes and if the deposit hasn’t been transferred to your player account, contact our customer support.

Please note that some payment providers take longer than others to authorise a transaction. On average an authorised deposit will be credited your player account within 5 minutes. Exceptions would be bank deposits, which, in some cases, can take up to 3 working days.

To withdraw money, you simply need to go to “My Account“ and then “Withdraw“, select the amount you wish and the method you want to use.

IBAN stands for International Bank Account Number and is used for transfers from any bank in the world, to yours. SWIFT is the international code for your bank. This can be found on your statement or online banking.

The minimum amount you can withdraw from your account will depend on the chosen withdrawal method. It varies between €30 and €50.

Withdrawals should be made using the same method as used for the last deposit. Please note that we may ask you to withdraw to another method depending on the activity on your account. Note : Withdraw can't be validate on an close account.

When you request a withdrawal, the amount gets reserved and will not be available in your Tortuga balance. The chart below shows how long it takes before the funds are available on your bank account/e-wallet after approval.

Withdrawals can be delayed for a couple of different reasons. Sometimes we would need to verify certain details on your account before we can process the withdrawal, or there could be delays with the financial institution you are sending the money to.

• Pending Your withdrawal will show as “Pending“ until we process or decline it. We usually take up to 72 hours to process withdrawals, maximum.
• Cancelled A withdrawal will show as “Cancelled“ when you cancel it from your side.
• Declined When we cancel a withdrawal from our side, it will show as “Declined“.
• Processed Once your money has been sent, your transaction will show as “Processed“. At this point you can’t cancel it anymore.

All information sent to and from Tortuga is encrypted using 256-bit Secure Socket Layer (SSL) technology. The SSL certificate used is issued and verified by DigiCert.

Depending on the total value of your withdrawal requests; or if you have made previous deposits and/or withdrawals from your Tortuga account, we may need to ask for supportive documents that can verify your account information and activities.

We understand that these procedures may be inconvenient but please note that in some cases it is required by law to ask and verify certain documents before we can process withdrawals.

At Tortuga casino, you can verify your account at any time by uploading your documents through the "My Account" page via the tab: Documents. You can also read more about how to verify your account in our FAQ or contact our customer service.

Tortuga offers a wide range of bonuses to make your time playing at the casino more enjoyable. We have many different bonuses that you can enjoy:

Welcome bonus

As a new customer at Tortuga we offer you a welcome bonus. The welcome bonus you are entitled to depends on which country you registered from.

Promotion bonuses

Tortuga will offer you spot on promotions and free spins through newsletters, SMS, and various campaigns.

Free spins

Tortuga offer free spins on a regular basis in conjunction with our promotions. These promotions are sent to our customers through newsletters and SMS.

The welcome bonus is available to you when you open an account at Tortuga. However, please note that certain countries might be excluded from the welcome bonus.

Tortuga will, with regular intervals, send out bonus offers through newsletters and SMS.

We highly recommend that you add our email address to your safe sender list, so you are sure to receive our promotions.

You can see them in “My Account“ and “Bonuses“.

Yes, all bonuses having an expiring date. A bonus will normally expiry after 14 days.

• Any random spot bonuses will be subject to a wagering requirement of 40 times the bonus amount unless otherwise stated (Example: Deposit €50 get €50 bonus and you have a total of €100. You will be required to wager €50 x 40 = €2000 before you can withdraw your money and related winnings).

• The maximum bet allowed when using a bonus (until the full wagering requirements are met) is €5 per spin and €0.5 per bet line.

• You are not permitted to place bets of 25% or more of your total balance on a single game round, when completing wagering requirements towards a bonus. Players exceeding this limit could potentially have their bonus and potential winnings applicable to the bonus removed.

• Your bonuses will automatically be forfeited after 14 days.

• No deposit Welcome Bonus are restricted up to €100 withdraw.

• In the event of multiple bonuses being active on your account with wagering requirements that are yet to be fulfilled, the bonuses will be stacked on top of each other. This means that you will have to complete the required wagering individually, starting from the first active bonus received. Once you have completed the required wagering for the first active bonus you can then move on to the next one.

• Bonuses are to be enjoyed as an extension of a customer’s playing experience, and should be enjoyed as such. Tortuga reserves the right to review any customers account to ensure game play is within these generally accepted guidelines. Those found to be abusing bonuses will be welcome to continue playing, but will not be eligible for further bonuses.

• Tortuga reserves the right to revoke and/or cancel any bonuses we judge may have been obtained by misuse of the system.

• Tortuga reserves the right to change the structure of the bonus program at any time.

• No player may have more than one account. If Tortuga detects a customer with more than one account, we reserve the right to take any action we consider appropriate.

You can individually decline any bonuses when you make a deposit. If you do not want to receive any bonuses in the future, please contact customers support.

You most likely made a withdrawal without completing the wagering requirement for a bonus. Before making a withdrawal, please make sure that all bonuses are either forfeited or all wagering requirements are met.

However, please be aware that if you forfeit a bonus before completing any required wagering, the bonus along with any additional accumulated winnings will be removed.

You can decide to forfeit your bonus when you make a deposit, or you can go to “My Account“ and click on “Bonuses“ in the menu. To cancel the bonus just click on the "X" button after the bonus name.

Any bonus you might have will automatically be forfeited after 14 days.

If you experience any technical problems while playing at Tortuga you might be able to solve these by following the steps below:

• Make sure that cookies and Javascript are enabled.
• Update your current browser.
• Try a different browser.
• Check that you have the updated version of Flash.
• Delete your temporary internet files and internet cookies.

Tortuga use Javascript to provide you with the best possible gaming experience. Javascript is normally enabled by default in all browsers, but we suggest that you make sure Javascript is enabled for your browser. For more instructions please click below:

• Google Chrome

• Mozilla firefox

• Internet explorer

To be sure that all games on our website are working properly you should make sure that you have the latest Flash player installed on your computer.

Deleting your temporary internet files and cookies can solve your technical problems. How you do this depends on what browser you are using:

• Google Chrome

• Mozilla firefox

• Internet explorer

If you have technical issues that can’t be solved by the normal procedures we might need to ask you for a screenshot for further assistance, below you can see how.

• How to make a screenshot in Windows

• How to make a screenshot on Mac

If you get disconnected while in the middle of an online casino game and are unable to reconnect to the online Casino, you will simply be logged out after a certain period of inactivity. The system will return you to the exact moment when the online casino game was interrupted.

To ensure honesty and fair play, the games on our site, delivered by 3rd party providers, work with a Random Number Generator (RNG) which, as the name suggests, randomly generates numbers. This guarantees that there is no manipulation whatsoever, not by the company and not by the customer. We do this out of respect to our customers and to comply with strong international standards.

In Tortuga you can set your own deposit limits. The limits can be daily, weekly or monthly. If you want to set your own deposit limit, please login to Tortuga and go to "My Account" and select "Responsible Gaming".

You can reduce your limit at any time with this function. However, if you want to increase your limit, or reset it, a 7-day waiting period will take effect before you can implement your change.

For more information on "Time Limits" and "Loss Limits", see our section Responsible Gaming at the bottom of our site.

Yes, you can. To do so, please log in to Tortuga and go to “My Account“, “Responsible Gaming“ and indicate how long you would like to close your account.

Please contact our customer support team in order to reopen your account.

You can only have one account on our site. If you had an old account, please contact our customer support team. Please note that in case of multiple accounts, Tortuga reserves the right to take any action we find appropriate.

You can activate your account by confirming your email addres. When you register an account, you will automatically be sent a confirmation email. If you haven’t received any within 5 minutes, please contact our customer support team.

If you would like to see an overview of the game rounds you have played, you can do so from “My Account“ and “Game Sessions“.

You can always see which bonuses you have available and which ones you have claimed in the “Bonuses“ section in “My Account“.

Your information can be found under “My Account“. You can edit and change your phone number.

The easiest way to get a new password is to click on the forgotten password-link on our main page. We will then send you a link where you can enter a new password to your tortugacasino.com account. The other option is to contact customer support at support@tortugacasino.com or via our Live chat, and they will be more than happy to assist you further.

Your account cannot be deleted but we can close it for you. You will need to contact our customer support team and request them to close your account. If you just want to take a break from playing, we suggest that you self-exclude from the site through the responsible gaming section in “My Account“.

In some cases we will need to verify your identity and payments methods, we understand that this may be a inconvenience for you but please note that in some cases we are required by law to request certain documents before we can process your withdrawal.

When we need to verify your account and identity we will send you an email telling you what type of documents we need, please see description of the different types of documents below:

ID: Please upload a passport, driving license or identity card.

This document must be valid, in good quality and must show all edges. If you upload an identity card, please send front AND back.

Proof of address (PA): Please upload an official document such as: utility bill, insurance bill, tax document or any government issued document.

This document must be less than 3 months old, show all edges as well as your name, address, issue date and logo of the company.

Credit card (CC): Please upload both sides of the credit card

This document must show the first 6 and last 4 digits as well as the expiry date and your name. Do not forget to cover the CVV code on the back.

Bank statement (BS): Please upload a document from your bank showing your name, logo or name of the bank and your IBAN/SWIFT codes.

Skrill: Please upload a screenshot of the profile page of your Skrill (Moneybookers) account.

To get this page, go to “Settings” > “Personal information”.

Neteller: Please upload a screenshot of the profile summary showing in the top right corner of your account.

When you click on the small “man” icon, it will display your name, email address and Neteller account number. This is what we need to see.