FREQUENTLY ASKED QUESTIONS

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.