Customer Service & Support

What is Rome Casino?

Rome Casino is a unique brand using the TopGame software. We are a Casino dedicated to its players, be it in matters of service, security, or fair gaming.

Can I really win cash here?

No doubt about it, you can win real money and we'll take charge of sending it to you, then all you have to do is enjoy it.

Why should I play here?

Rome Casino is not only one of the leading brands of its kind, but has unparalleled bonuses available to its players, play our games and see how fast you can beat the odds, become a VIP and get your very own 24/7 VIP manager to take care of your every need.

I may be giving some sensitive personal information here, is it safe?

All of the information and the transactions themselves are made through the SSL encryption, which guarantees no information can be hacked or stolen. In addition, we make sure only qualified personnel can access such details, and it is our foremost priority to keep it completely and utterly safe. No incidents of information abuse have ever occurred and we make certain they never will.

What is the minimum age for playing?

Rome Casino does not permit underage players, which means you must be at least 18 to play.

What games does Rome Casino offer?

Rome Casino offers many games - many of which are detailed on our game rules page. We are constantly developing new games and our software automatically checks for new updates. Our game sections include Classic Slots, Video Slots, BlackJack, Roulette, Keno, V.Poker and more to come!

I got a System Message saying "Game Mode Error". Why is that?

In every game there is an internal Timer that will expire if no action takes place. This is a security feature which protects your game.

I ran out of Fun Money. How can I get more?

You can restore your fun money balance to $1000 simply by clicking on the Cashier icon on the software download.

How can I get my bonus?

Your first three (3) bonuses in Rome Casino are automatic, you will receive them after each deposit. To redeem some other bonus or after your five deposits, simply write to our support staff in the chat window located on the right hand side of the program, and request the desired bonus, our 24/7 support staff will redeem it for you within seconds.

What is a wagering requirement / playthrough??

The wagering requirement details how much you will need to wager before you can cash out your balance. When you take a bonus, your deposit and that bonus become one sum in your balance. In order to cash out whatever is in your balance, you must wager a certain amount. This is the wagering requirement. For example, if you deposit $100 and get a bonus of $100 with a wagering requirement of x20, then the wagering requirement will be 100+100x20 = $4000 - meaning you must bet $4000 (not win or lose, only bet) before you can cash out your balance.

In the interest of preventing money laundering, all deposits have a wagering requirement of X1. Meaning that if you deposit $50 without taking a bonus, you must wager at least $50 before you can cash out your balance.

I took a bonus and won on a restricted game, what now?

Our bonuses are to be used only with Slots and Keno games. Betting on any other game may void all winnings. In such a case we can return you to your original deposit amount, and you can select either to play with a bonus again (betting on Slots and Keno only) or play without the bonus (and be able to play any game).

Where can I find complete detailed instructions on the various games?

Press on the Help button in any game to learn how to play it. This will give you detailed instructions and explanations for the game you are currently playing.

What do I have to do in order to play at Rome Casino?

In order to play at Rome Casino you must first download and run our software. You can easily do this by clicking on the "Download Software" button on our main page to download and install the casino software.

How long is the download process?

The main casino software download is compressed to about 3 MB, which takes less than a minute to download using a standard broadband connection. Once this has been installed and run, the individual games are downloaded in the background while you play. The graphics are beautifully rendered and are intended to create the atmosphere of a real casino and give you a sense of actually being in the casino. Also, since the graphics and games modules are already installed on your computer, only small packets of data are transferred between your computer and our servers.

What are the minimum system requirements for running the casino software?

Our casino software requires minimum requirements are: Pentium 133Mhz, 8 MB of hard disk space, 16 MB of RAM with either Windows 98, 2000, ME, XP, NT or Vista operating systems. For the most enjoyable gaming experience set your screen resolution to 800X600 or higher and set the screen colors to High Color (16 bit) or more. If you are using a resolution of 640X480, you might consider hiding your Taskbar. You can do this by right click on the Taskbar, select "Properties" and then put a checkmark on the "Auto hide" checkbox.

How do I make a deposit into my account?

In order to make a deposit, first register as a User by clicking on "Create User" in the Casino Software, and open an account.

Once you have a Username and Password you are ready to deposit money into your account and increase your balance.

Once you are in the "Lobby" press on "Cashier" in the left corner of the screen.

Select your preferred deposit method.

At Rome Casino we use the latest encryption and protection methods, to assure that your monetary actions and information are completely secure. Submitting credit card information and performing money transfer actions are as safe as performing them from your local bank branch.

Deposit methods include Credit Cards, Gift cards, eWallets (such as Neteller, Click2pay, UseMyWallet, eWalletXpress and more), wire transfer and Western Union.

How long does it take to process my deposit?

Deposits made using Credit cards, eWallets (such as Neteller and eWalletXpress), are added to your balance straight away.

Wire Transfer deposits usually take 3-5 business days to arrive at our bank. Your account will be credited upon our bank`s receipt of the transfer.

If, for any reason, your request has not been approved after the time periods specified above, please contact us at: support@Romecasino.com

How do I cash out my winnings?

In order to cash out money from your account you must first log on to your account using your Username and Password. You can withdraw money by following these steps:

1. Start the Rome Casino program.
2. Enter your Username and Password in the "Play for Real" login screen.
3. Once you`re in the Lobby press on the "Cashier" in the left corner of the screen. Then select "Withdraw". Select your preferred withdrawal method.
4. Enter your desired sum and click on the "SUBMIT" button.

The sum will be sent to you via your choice of Check, Wire Transfer or NETELLER.

If you choose Wire Transfer, please make sure you have your bank details ready so that you can quickly fill them in their corresponding fields.

In order for the withdrawal to be approved, you will need to submit the CAF form, located in the banking section of our website (http://www.romecasino.com/bank) with all the attachments specified on the form. The documentation takes less than 1 day to approve.

All withdrawal requests are processed in three (3) to five (5) business days from their request date.

The minimum amount for a Wire Transfer Cash withdrawal is $100, and $50 for a check withdrawal. If you have requested to withdraw an amount lower than these minimum amounts, we will not be able to process the requested withdrawal. We request that you allow 3-4 weeks for the delivery of your check to the address submitted by you during registration. If your address has changed, please notify us immediately.

A WIRE TRANSFER is an electronic transfer of funds from our Bank Account to yours. It usually takes between five (5)and ten (10) business days for the funds to settle in your bank account after your withdrawal request has been processed. We charge $50 for Wire Transfers. If you choose Wire Transfer, please make sure you have your bank details ready so that you can let us know where to send your payment.

• Bank Name
• Bank Address
• Account number
• Account Holder`s Name
• Routing Number, ABA or Swift Code

eWallet - If you have deposited funds to your account using only the eWallet method, then your withdrawals can be credited back directly to your eWallet account. Withdrawing through eWallet is simple and fast.

Rome Casino works source-to-source. Meaning in order to withdraw by an eWallet method, you must have also deposited through that method. (i.e in order to cash our through Neteller, you must also have deposited through Neteller).

For your protection and security we occasionally ask for your authorization in order to process your withdrawals. Also, we may ask you to verify and sign a list of your deposits to your account.

Please make sure that all the information you submit is accurate, up-to-date and complete, so that we can process your withdrawal request quickly and without delays.

Rome Casino reserves the right to delay and/or stop the processing of withdrawal requests until final approval has been received for any outstanding deposit transactions.

If you still have any questions or comments about withdrawals, deposits or any other matter, please send them to: support@Romecasino.com. We guarantee a prompt reply to any of your questions.

How long does it take to receive my winnings?

Withdrawal requests are processed within 3-5 business days. You will be notified by email when your withdrawal request is approved. You will be notified by email if your withdrawal request has been rejected.

Check requests take up to 4 weeks to arrive, since they are sent from abroad. Wire Transfer requests usually take between 5 and 10 business days until the sum you requested is in your bank account. NETELLER requests that have been approved take no more than a few hours.

If your withdrawal request has not been settled within the time period described above, or if you are experiencing any problems, please contact our support staff at: support@Romecasino.com

How safe is it to use my credit card online, and how do I make a deposit using my credit card?

Rome Casino`s secure online credit card system is fast, user friendly, and completely secure. For maximum security, all communications between your computer and the casino server are encrypted using SSL technology (Secure Socket Layer), which is the most widely accepted way of protecting data on the Internet. SSL encryption is used by banks and other institutions with the highest need for secure data transmissions. In order to make a deposit you must first register your Username and Password.

I submitted a deposit but my balance has not changed. What should I do?

Deposits made using Credit cards and eWallets are usually added to your balance within seconds. If your deposit was rejected you will receive a corresponding message in your browser. If you are experiencing further problems or if you are not receiving an error message please contact our support staff at: support@Romecasino.com

Remember that if the transaction declined it does NOT mean you have a problem with your credit card, it may mean you need to call your credit card company and request the card be open for online shopping. If it is a gift card you may need to call the number on the back to activate it. Please keep in mind that you cannot use gift cards that are limited to the US.

I`ve placed my bet and I`m not happy with it. How can I modify it?

All of the games have a "Clear Bets" button that will remove any chips you have placed.

What happens if I am suddenly disconnected from your casino?

Communication problems over the Internet may cause sudden disconnections. We have designed our software to cope with such incidents in a manner that our clients will be protected from unjustifiable loss, while eliminating the possibility of intentional disconnections and/or system abuse. To avoid connection problems, please check that there are no firewalls installed on your computer (windows firewall, anti-virus software etc.).

I want to change my password

Easy. Just click on 'menu' then 'my profile', then in the profile screen click on 'change password' to change your password.

I want to see my deposit, withdrawal and game history

We have a very detailed information section in our software, designed to give the player a full history of his or her deposits, withdrawals, and game sessions.

Simply click on 'menu' then 'my reports' or 'game history' to review all your information.