FREQUENTLY ASKED QUESTIONS

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 casino 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.
The Max amount limit may be increased depending on the player profile level of the customer.

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 withdrawal is: €25

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.