Online Casino Frequently Asked Questions |
|||||||
|
|
|||||||
|
Casino Security Issues
|
|||||||
Online |
The most basic registration level, players of this level can deposit $500 per 30 days and are unable to withdraw funds. |
Age Confirmed |
In order to reach this level, players must first provide Proof of Age and Address documentation. Players at this level can withdraw funds from their account via cheque. Their 30-day deposit limit is now raised to $2,500. |
Bronze |
Bronze, Silver, Gold and Diamond registration levels are part of the Rewards and Recognition program, more information can be found here. |
Instructions on providing Proof of Age and Address documentation can be found here.
Back to Top
18. My account has become blocked or suspended what should I do?
At times a player will attempt to sign into their account and find that it has been blocked or suspended. This message is displayed if a temporary block has been placed on a player account by the system. These temporary blocks occur for a number of reasons, for example incorrect login details, or you're attempt to deposit via your credit card was declined.
Should your account become blocked or suspended, simply send an email to support@lasseters.com.au requesting that we unblock your account.
Back to Top
19. My account has been closed! What should I do?
Accounts can be closed for many reasons such as a player registering multiple accounts (players are permitted to have one player account only) or if they have requested it be closed in the past.
Should you discover that your account has been closed, please send an email to support@lasseters.com.au asking for more information regarding the account closure. We will reply with information explaining why your account is currently not accessible and instructions on how to have it reopened if that is an option. There will be several circumstances where a player may not be able to have their account reopened, but this will be explained in the email from our Customer Support Operator.
Back to Top
20. What is a bet limit?
Your account bet limit is a function that has been designed so a player can nominate the total amount of wagers they can make in their account over a 30-day period. The default setting for an account bet limit is $10,000. Your bet limit is the maximum amount of your own deposits which you can lose in any given bet limit period. For example if your bet limit was set to $1000, and you deposited $1500 then went on to play the games and lost $1000, our system would not allow you to bet any further as you would have lost $1000 of your money. Any funds you win along the way do not form part of your initial deposits therefore you are permitted to play these winnings which you have received without this counting towards your bet limit.
Every 30 days your bet limit is reset allowing you to play once again. You may choose the LIMIT ADJUST link under ACCOUNT DETAILS menu on our site to decrease your own bet limit at any time.
Should you wish to have your bet limit increased again, you will need to send an email to support@lasseters.com.au requesting that you wish your bet limit to be increased, and stating what you want it increased to. A 7-day cooling off period applies before any increases to bet limits are applied.
Back to Top
21. Can I see a listing of all my financial transactions with Lasseters?
Yes. The information can be accessed via the ‘ACCOUNT HISTORY’ link under the ‘ACCOUNT DETAILS’ menu option.
To view your account history for your Lasseters account:
- Sign in to your Lasseters account as normal.
- Choose the ACCOUNT DETAILS menu option, then ACCOUNT HISTORY.
- When the ACCOUNT HISTORY page appears, select the transaction type from the dropdown box, set the dates you require for the report and press the SUBMIT button.
This will display the details for all the transactions that you have requested for your Lasseters player account.
Back to Top
22. I've received an error while trying to edit something in my account, what does it mean?
The most common error a player will encounter while trying to edit any of their account details will be a timeout error. This error indicates that the players’ computer has lost connection with our secure server. The error usually displays as a blank screen, or a "page cannot be displayed" error, or a 2020 or a 2001 error code. If this occurs we recommend you simply reattempt the edit. If you continue to have any difficulties, please contact a Customer Care Operator for further assistance.
Back to Top
Depositing Funds into Your Account
23. Which currencies can be used on the site?
Lasseters currently accepts the following currencies.
- EURO (Euro)
- USD (United States Dollar)
- GBP (Great British Pound)
24. How do I deposit to my account?
Lasseters accepts deposits made through Credit Card (Mastercard or Visa), NETELLER, Moneybookers, InstaDebit, Click2Pay, Cheque and Telegraphic Transfers.
Please find below directions on how to make a deposit through each deposit method.
CREDIT CARD
In order to deposit funds to your Lasseters Cash account, please follow the directions below.
- Sign in to your Lasseters account as normal.
- Click on the CASHIER link from the top menu of the games window.
- When the Cashier menu appears, choose the ACCOUNT DEPOSIT link.
- When the DEPOSIT page appears, choose the CREDIT CARD DEPOSIT link.
- The DEPOSIT VIA CREDIT CARD page will appear. Enter all your credit card details and the amount that you wish to deposit.
- Upon completion of your credit card details and deposit amount, please click on the SUBMIT button.
As part of our verification procedures we may deposit a small amount to the credit card you used at our site, to verify that you are the card owner. We ask that you quote the correct amount which appears on your bank statement to our Customer Support staff. We will then upgrade your account in order for you to continue play.
NETELLER
Before you can make a deposit to your Lasseters account through NETELLER, you must first have or create an account with NETELLER. After creating your NETELLER account, please follow the directions below to make a deposit.
- Sign in to your Lasseters account as normal.
- Click on the CASHIER link from the top menu of the games window.
- When the Cashier menu appears, choose the ACCOUNT DEPOSIT link.
- When the DEPOSIT page appears, click on the NETELLER image.
- The NETELLER deposit page will then load. Please follow the information prompts and click on the continue button to complete the transaction.
MONEYBOOKERS
Before you can make a deposit to your Lasseters account using Moneybookers, you must first have or create an account with Moneybookers. After creating your Moneybookers account, please follow the directions below to make a deposit.
- Sign in to your Lasseters account as normal.
- Click on the CASHIER link from the top menu of the games window.
- When the Cashier menu appears, choose the ACCOUNT DEPOSIT link.
- When the DEPOSIT page appears, please click on the MONEYBOOKERS image.
- The Moneybookers page will then load. Please complete the required information to complete the transaction.
INSTADEBIT
Before you can make a deposit to your Lasseters account using Instadebit, you must first have or create an account with Instadebit. After creating your Instadebit account, please follow the directions below to make a deposit.
- Sign in to your Lasseters account as normal.
- Click on the CASHIER link from the top menu of the games window.
- When the Cashier menu appears, choose the ACCOUNT DEPOSIT link.
- When the DEPOSIT page appears, please click on the INSTADEBIT image.
- The Instadebit page will then load. Please complete the required information to complete the transaction.
CLICK2PAY
To make a deposit to your Lasseters account using Click2Pay, simply;
- Sign in to your Lasseters account as normal.
- Click on the CASHIER link from the top menu of the games window.
- When the Cashier menu appears, choose the ACCOUNT DEPOSIT link.
- When the DEPOSIT page appears, please click on the Click2Pay image.
- The Click2Pay deposit page will then load. Please complete the required information to complete the transaction.
CHEQUE DEPOSITS
The minimum amount for a cheque deposit is $50. Cheque deposits can take up to eight (8) weeks to clear before the funds will reach your Lasseters player account. This deposit option is only available to players with a registration level of Age Confirmed or above.
To deposit to your player account via cheque, please send a bank or personal cheque made payable to: Lasseters
Please quote your User Name with your remittance and post your cheque to the following address:
Lasseters Online
388 Brunswick Street
Fortitude Valley QLD 4006
AUSTRALIA.
It is important to include your User Name in your remittance. Cheques will be sent for clearance and any dishonoured cheques received will invoke legal ramifications and will be dealt with in accordance with the Australian Northern Territory Government Legislation.
TELEGRAPHIC TRANSFERS
A Telegraphic Transfer can take a minimum of three (3) business days to reach us. This deposit option is only available to players with a registration level of Age Confirmed or above.
To make a deposit to your player account via a Telegraphic Transfer, please make the arrangement through your bank. It is imperative that you use your User Name as a reference when sending through your deposit. Your bank will require the following details:
BANK ACCOUNT DETAILS :
ACCOUNT NAME : Lasseters
BANK : National Australia Bank
BRANCH : 22 King William Street, Adelaide, South Australia.
ABA : 083-039
ACCOUNT NUMBERS :
USD - LASCAUSD03
EURO - LASCAEUR01
GBP - LASCAGBP01
SWIFT CODE : NATAAU3303M
After you have wired your funds please EMAIL to support@lasseters.com.au or FAX: +61 8 89507745 the copy of the deposit slip with your User Name recorded on it for verification of funds. Please note that if a deposit via telegraphic transfer is received without having your user name as a reference, then the transfer will be returned as we will be unable to determine which account the deposit rightfully belongs to.
Back to Top
25. What Depositing methods are available?
The deposit methods available to our customers are; Credit Card (Mastercard or Visa), NETELLER, Moneybookers, InstaDebit, Click2Pay, Cheque and Telegraphic Transfer. Deposits through Telegraphic Transfers are available to customers who have a registration level of AGE CONFIRMED or higher.
Back to Top
26. What is a deposit limit?
A deposit limit is the maximum amount that you can deposit into your Lasseters account every 30 days. The deposit limit is reset every 30 days. This deposit limit varies from each registration level. For more information about YOUR specific deposit limit, please contact our Customer Care Operators.
Back to Top
Withdrawing funds from your account
27. How do I collect my winnings?
Winnings are paid directly into your Lasseters account. Prior to withdrawing funds from your Lasseters account for the first time, you must provide us with a copy of a valid form of identification showing proof of age and address. Your first withdrawal of funds will be sent to you in the form of a cheque through normal post. Once you have done at least one cheque withdrawal and we have confirmed it was cashed, your account will be upgraded to allow further withdrawal methods including NETELLER, Click2Pay, Moneybookers and Instadebit. To withdraw funds from your account please use the instructions below.
- Sign in to your Lasseters account as normal.
- Click on the CASHIER link from the top menu of the games window.
- When the Cashier menu appears, choose the ACCOUNT WITHDRAWAL link.
- When the WITHDRAWAL page appears, please select WITHDRAWAL VIA BANK CHEQUE.
- The cheque withdrawal page will then load. Please follow the information prompts and click on the submit button to complete the transaction.
Please note you will be unable to choose an alternate withdrawal method until such time as your account has been upgraded to Bronze registration level.
Back to Top
28. How do I provide Proof of Age and Address?
As part of Lasseters policy and procedures, it is a requirement for players to provide a copy of a form of proof of age identification and residential address within 90 days of depositing to your cash account. Once you have provided this identification to us, your account will be upgraded to Age Confirmed registration level.
There are four forms of identification for PROOF OF AGE that are accepted by Lasseters. Acceptable documentations are Passport, Birth Certificate, Drivers License or Marriage Certificate that states both your name and date of birth details.
PROOF OF ADDRESS can be confirmed by any document such as: Phone/Water/Electricity bill, Lease/rental document, Bank statement etc
The valid identification may be sent to us via email, fax or post.
If you intend to send your identification by EMAIL, you will first need to scan the identification and save it in either JPEG (.JPG) or Bitmap (.BMP) format. For security and compatibility reasons, we do not accept identification saved in other formats.
If you intend to FAX or POST your identification, please have it enlarged by 200%, and on a light photocopy setting, so as to ensure legibility.
Please email, Fax or Post your identification to:
EMAIL:
support@lasseters.com.au
FAX NUMBER:
(International Code) 61 8 8950 7745
POSTAL ADDRESS:
Lasseters Online
93 Barrett Drive
Alice Springs. NT. 0870
AUSTRALIA.
We are required by law to ask these documents of our players. For further information, including specific details on documents we consider eligible for use in verifying name, date of birth, and residential address, please refer to this link.
Back to Top
29. I'm unsure as to the security and privacy of any Identification information I provide. Can you reassure me?
All our staff obtain Gaming Licenses from the Northern Territory Government in Australia. Our staff member's personal backgrounds are submitted to stringent security checks before commencing employment here to ensure that our organisation maintains one of the highest standards in the world for casino gaming.
Lasseters Customer Information Policy pledges that any details disclosed by the player to Lasseters will not be sold or distributed to a third party.
Lasseters sensitive player information is secured employing a 128-bit key encryption. This encryption length is immensely difficult to break, therefore offering maximum security. Servers holding sensitive player information are housed in Lasseters Casino complex, in secured rooms. These rooms are under 24- hour surveillance and are only accessed by authorised Government personnel and licensed staff members.
Back to Top
30. What Withdrawal Methods are available?
If you have provided suitable identification and had your account upgraded to AGE CONFIRMED level, you will already have the Withdrawal Option enabled on your player account. This will allow you to remove funds from your account at any time via our selected methods.
AGE CONFIRMED players can withdraw via Bank Cheque only. Your cheque withdrawal will be drawn by The National Bank of Australia and made out in your local currency where possible. Bronze players and above (Silver, Gold and Diamond) also have the option of withdrawing from their account via NETELLER, Click2Pay, Moneybookers, Instadebit and Cheque.
Back to Top
31. How long will it take for my withdrawal to arrive?
Cheque withdrawals will normally take from seven to fourteen business days from the date of request to reach you through normal post. However, this time period may vary depending on the postal system.
For Bronze players and above (Silver, Gold and Diamond), withdrawals via 3rd Parties such as NETELLER, will take up to 72 hours from the time of request to appear in your NETELLER account. Please note that the email address in your Lasseters account must match that in your, NETELLER account, otherwise the transactions between your Lasseters account, and your NETELLER account will not be successful. In this situation the withdrawal request will then be cancelled and the funds returned back to your Lasseters player account.
Back to Top
Casino Game Issues
32. What games do Lasseters have?
A full list of the games available at Lasseters can be found in our Preview Games section.
Preview NEW GAMES
Preview SLOT MACHINES
Preview CARD GAMES
Preview ROULETTE
Preview DICE GAMES
Preview VIDEO POKER
Preview KENO GAMES
Preview GAMES VAULT
Back to Top
33. What do I need to play the games?
LASSETERS ONLINE games use the latest version of "FLASH". Earlier versions of “FLASH” may work however may not function as intended. When you first encounter a "FLASH" compatible website you will be prompted in a popup window to install the latest "FLASH" plug in.
If you require assistance installing the "FLASH" plug in please contact Customer Support for further instructions.
If a compatible version of "FLASH" is already active on your system you will be entered straight into the selected game. To play our "FLASH" Instant Play games ensure that your browser checks for newer versions of stored pages on every visit. You can do this in Internet Explorer by:
1. Selecting Tools--> Internet Options.
2. Clicking the Settings button in the middle of the message box.
3. Click on Every visit to the page.
4. Click on OK
5. Click on OK
When the game selection menu loads you will see all of our games available. They will load almost instantaneously when selected.
Back to Top
34. Are the games free?
Players have the option of playing the games for demo play/ free fun points.
Once you register an account with Lasseters Online, and choose a game from our games menu, simply select the demo play/ fun points option. As you continue to play for demo play/ fun points, you will be given the option to choose POINTS or real CASH play each time you choose to play a game.
Please note; you may play for demo play/ fun points and real CASH with the one account.
Back to Top
35. Where can I find out detailed information on the game rules?
Detailed information on each game, including specific payouts, maximum and minimum bets, game odds and a detailed explanation of game play can be found in the specific help file for each game. To access the help file for each game please follow the instructions below.
- Sign in to your Lasseters account as normal.
- Select the PLAY GAMES button or GAMES link from the top menu. The game menu will load.
- Simply select the game you wish to play. From within the game you will notice a ‘question mark’ (?) button, or a ‘HELP’ button. Click the button to view the game information.
36. How can I be sure the games are fair?
The Northern Territory Government of Australia independently audits our games, before they are implemented on our site. As such, you can be assured that all game results are true and correct. Our support team is more than happy to explain the details behind any specific game you play where you may have received a payout or loss result that you are unsure of.
Back to Top
37. Where can I see my previous game play?
Information on your account game history can be accessed from the ‘ACCOUNT HISTORY’ link under the ‘ACCOUNT DETAILS’ menu option.
To view your game history for your Lasseters account:
- Sign in to your Lasseters account as normal.
- Choose the ACCOUNT DETAILS menu option, then ACCOUNT HISTORY.
- When the ACCOUNT HISTORY page appears, select ‘GAMES’ as the transaction type from the dropdown box, set the dates you require for the report and press the SUBMIT button.
This will display the details for all games that you have played in your Lasseters account within the timeframe specified. Please note that you can only access your game history if you are a CASH player.
Back to Top
38. The reels won't stop spinning, what does this mean?
This particular error merely indicates that your computer is experiencing some minor lag. In most cases the reels will stop spinning after a short time, once the signal from our server resynchronizes. However, at times they will keep spinning indefinitely and this indicates that you have lost the secure connection to our server that the games require.
If this occurs, we recommend you login again to recommence play. Please do not be concerned if you had an unfinished game. The game state will be saved and you will need to finish that particular bet/game when you next sign in before moving on to another game. Alternatively, the game result would have already been decided and the result can be located on your games report.
Back to Top
39. I've received an error message while playing the games, what does it mean?
The most common error a player will encounter while playing the games will be a timeout error. To rectify this simply click on the LOGIN button from the top menu and LOGIN to the casino again. If you continue to have difficulties please contact a Customer Care Operator.
Back to Top
Promotional Issues
40. How can I become part of the Rewards and Recognition program?
Lasseters hold specialised promotions, according to each registration level throughout the year. Promotional emails are sent to eligible customers, prior to the beginning of each promotional period. If you are not certain whether you are subscribed to our mailing list, please send us an email, requesting to receive email notifications of any future promotions.
Back to Top
41. How can I subscribe/unsubscribe from Lasseters mail lists?
If you wish to subscribe or unsubscribe from our mail lists, simply choose ‘ACCOUNT DETAILS’ from the menu then choose the ‘EDIT DETAILS’ option. Select the subscription option of your choice.
Alternatively you may send an email to support@lasseters.com.au with your preferred subscription details (ie. full subscription, promotional offers only or unsubscribe).
Please note; If emailing your subscription preference to Customer support, for security reasons we must receive this from the email address registered in your Lasseters account in order to process your request.
Back to Top
42. How do I find out what current promotions Lasseters have on offer?
Information about our latest promotions is available on our site under PROMOTIONS from our main menu. The link to our promotion page is also provided to all our customers who receive our monthly newsletter. You must be subscribed to our mailing list, and your account must not be currently blocked or excluded in order for you to receive our newsletter and upcoming promotions.
Back to Top
43. I've just registered my account, where is my Sign Up Bonus?
Once you have made your first initial cash deposit to your account, to receive your Sign Up Bonus please contact support@lasseters.com.au and your bonus will be credited to your player account within 24 hours. (Terms and Conditions apply)
Back to Top
44. What is 'required turnover' and why do I have to fulfil this amount before I can withdraw funds?
The turnover requirement of a promotion is the amount that a customer must bet / wager prior to making a withdrawal from his/her Lasseters account.
Lasseters aims to provide an enjoyable gaming experience for you and frequently offer promotions in order to enhance this gaming experience, or play our games. Turnover requirements exist to protect against promotional abuse. The turnover requirements ensure that we have a fair and generous rewards system for all our valued players.
Lasseters promotions have a standard turnover requirement of ten times the combined amount of bonus received and deposit made to claim the bonus, however this may vary depending on the promotion type. We therefore suggest players read the full terms and conditions associated with the individual promotions prior to participating.
Back to Top
Other Online Casino Questions
Responsible Gaming Issues
45. I would like to exclude myself from playing the games. How do I do this?
If you wish to take some time off from gambling at our site, you may choose to do this through 'Self-Exclusion'. Self-exclusion means that you will not be able to access your Lasseters account to play our games for a chosen period of time (e.g. 7 days). To activate the self-exclusion function in your Lasseters account, please follow the directions below:
- Sign in to your Lasseters account as normal.
- Click on the ACCOUNT DETAILS link from the top menu of the games window.
- When the Account Details page appears, choose the SELF-EXCLUSION link.
- When the SELF-EXCLUSION page loads, simply click on the drop down menu to choose the desired time period for excluding yourself from playing at Lasseters.
- Once you have selected the time period, please click on the SUBMIT button. After submitting this, you will have self-excluded yourself from playing at Lasseters for the chosen time period.
Please note; if you activate the self-exclusion option three times during the history of your play with Lasseters, your account will be permanently closed due to the Northern Territory Government Regulations. Please use caution when activating this function, as we will be unable to reopen your account should this occur, unless you make a successful appeal to our Regulating Government Department.
Back to Top
46. Help, I self-excluded 3 times!
If you have self-excluded three times or chosen the permanent ban option, and you wish to play at Lasseters Online again, you will be required to submit some evidence that you do not possess a gambling problem. This information is required by the Director of Licensing to enable him to consider your request to continue play at Lasseters Online.
Examples of such documentation would be a general practitioner certificate or gambling councillor letter. Once you have obtained these documents, please contact a Customer Care Operator and we shall provide you with the relevant details to enable you to lodge your appeal.
Back to Top
47. I think I might have a gambling problem, what advice can you give to help?
Lasseters is aware that occasionally some people develop problems with gambling. Lasseters have consulted with Amity Community Services who understand, and deal, with people in these situations on a regular basis.
Lasseters has sponsored a web site for Amity Community Services to assist people who recognise that they may have a problem. We encourage you to view the site and complete the self-assessment form, which will help you to identify if a problem exists. Take me to Amity Community Services.
Back to Top
48. How do I contact your Government Regulators?
Although we aim to resolve any issues you may have, if your complaint is not resolved to your satisfaction after emailing our Customer Support team or management@lasseters.com.au you may take your complaint further to our Government Regulators. (Australia's Northern Territory Government)
Contact via Post
Regional Executive Officer
Department of Justice
Racing Gaming and Licencing
GPO Box 1154
Darwin. NT. AUSTRALIA 0801
OR alternatively via email
Deputy Director of Licencing
Email: ChrisW.McIntyre@nt.gov.au or gambling.disputes@nt.gov.au
Website: www.nt.gov.au/ntt/licensing/
Back to Top
49. I am not receiving emails from Lasseters. What can I do?
Place Lasseters on your email safelist.
To ensure you receive our emails such as our fantastic cash promotions and our monthly newsletter please enter the below email addresses into your email safe or approved senders list.
Doing this will ensure our emails are delivered to your inbox as some filters block the message and send them to your bulk/junk/spam email folder.
support@lasseters.com.au
Lasseters@xmr3.com
Lasseters.Online@xmr3.com
If you require any assistance please contact our friendly Customer Support staff.
Back to Top
50. What if I have a query that is not mentioned in the FAQ's?
If you have any enquiry that you cannot find an answer for in our FAQ section, please contact us via email or chat.
To contact us through email or chat, please follow the directions below:
- Please click on ‘CONTACT US’ on the top menu of the window. A smaller second window will open to display our CONTACT US page.
- Our ‘CONTACT US’ page contains two options available for you.
- If you wish to send an email to us, please click on EMAIL A CUSTOMER CARE OPERATOR. A new window will open for you to compose an email to us. Please click on the SEND button once you have completed the email.
- If you require assistance through chat, please click on CHAT ONLINE WITH A CUSTOMER CARE OPERATOR. Our customer care operators are available to help you 7.00am til 5.00pm (ACST), seven days per week.
If you wish to contact us from your email account, our email address is support@lasseters.com.au.
Back to Top
Last updated: January 2008
|
|
