Frequently Asked Questions

For your convenience, we have assembled some of the most Frequently Asked Questions (FAQs) in one place. If you don't find the answer you need, or require more specific information, please contact our support team.

Starting Up

How do I download the Casino software?

To begin downloading the Casino, please click the 'download now' button at the top right of this page or any download button on this website. You can choose to save the download file on to your computer or simply open the file and follow the user-friendly instructions

How long does the download take?

The download time will vary depending on your Internet connection, it usually take about 2-8 minutes to download. Be advised that you will only need to complete this process once, after which time you will be able to access the casino instantly.

What is the installation file called?

CocoaCasino-Setup.exe

I have downloaded the file but can't seem to find it?

If the CocoaCasino icon does not appear on your desktop and you can't recall where you saved the file, please follow these simple steps:

1. Click on your "Start" menu at the bottom left of your screen.

2. Click on the "search" option, select to search for "files and folders."

3. Type "CocoaCasino" into the search field; click "search now"

4. When the search has found the file, you may install the Casino by double clicking on the filename in your search results.

5. If you can't seem to find the correct file, your download most likely did not complete. If this is the case download the software again.

How do I register an account at Cocoa Casino?

Once you have downloaded the file our software will ask you to sign up for a new account. All you have to do is enter a few details and your registration is complete; you will then receive a confirmation email with your unique account details. You can start playing at the casino immediately.

How do I connect to Cocoa Casino?

First, load up the casino (either by double-clicking on the casino icon on your desktop, or selecting from your start menu). Once the casino has loaded, select the "Connect" button and enter your unique account details and you're ready to play!

Can I play at your Casino if I have a Mac computer?

If you are a MAC user, join us soon when we will be introducing the industry's first ever downloadable MAC casino!

Back to Top

Account Section

I have already signed up at Cocoa Casino, but I forgot my username and/or password.

Simply contact our customer support 24 hours a day, 7 days a week. You may contact support via Live Chat, e-mail or telephone and you will be provided with the accounts details you require. For security purposes, you will have to provide some personal information. Please visit our support page for contact information

Back to Top

Promotions

Why do certain table limits change when I receive a bonus?

You will find that certain table limits change once you have received a bonus. These limits are changed in order to prevent promotional abuse. This allows us to offer more lucrative promotions to our players.

When will they return to the regular limits?

The table limits will return to normal once you ave initiated a successful withdrawal or your real money balance has less than one credit remaining, whichever comes first.

How do I receive a promotion?

To receive a promotion, you must claim it BEFORE making a deposit. To claim your bonus simply click the .claim. icon found in the cashier.

The promotion will instantly be added to your account unlike other casinos that make you wait up to 24 hours for your bonus.

How do I receive your Refer-A-Friend bonus?

To receive the Refer-A-Friend bonus log in to the casino and go to the cashier. In the cashier section you will find the Refer A Friend link. Click on this link and enter in the email addresses of all of the friends you wish to refer. Alternatively, you may also refer friends through the website. Just click on the promotions tab in the website and follow the simple instructions.

In order for you to earn the Refer-a-Friend bonus your friends must sign up for a real account and make a deposit of at least $100. In order for us to know that your friend was referred by you, they must click on the link provided in their Refer-A-Friend email.

Can I play with multiple bonuses?

You may play with only one bonus in your account at a time. Successive bonuses may be claimed once a successful withdrawal has been initiated or your real money balance has less than one credit remaining.

How do I remove a bonus from my account?

Once you have activated the bonus by making a deposit it cannot be removed from your account. However, if you have not yet deposited you may unclaim the promotion by clicking on the active promotion name (which appears at the top right of the cashier) and then click "Unclaim".

Back to Top

Banking Info

Are my transactions secure?

Absolutely! Our system utilizes a 128 bit SSL Digital Encryption to ensure the security of all your transactions. This technology is the very same used by all major Financial Institutions to date.

Depositing Funds

How do I make a deposit?

If you wish to make a deposit click on the "Cashier" button in the casino client. You have several deposit methods to choose from. You can find more detailed descriptions of the available payment methods on our cashier page.

What depositing methods do you offer?

We offer the following options for deposits: NETeller, EcoCard, Moneybookers, Click2Pay, Credit Card.

Is using a Credit Card safe?

Absolutely! Our system utilizes a 128 bit SSL Digital Encryption to ensure the security of all your transactions. This technology is the very same used by all major Financial Institutions to date. Rest assured, your credit card transaction will be completely secure.

What is the minimum amount of casino chips I need to purchase to play?

In order to play for Real money at our casino, you must make a minimum purchase of $25 in casino chips.

Withdrawing Funds

How do I make a withdrawal?

To withdrawal your winnings, go to the "cashier" section and follow the user-friendly instructions. The withdrawal methods we currently offer are: NETeller, EcoCard, Moneybookers, Click2Pay.

Can I withdraw my bonus?

You may withdraw any bonus you receive at our casino (with the only exception being the No-Deposit bonus, when offered). Once you have met the wagering terms and conditions of your specified bonus, it is yours to keep.

Back to Top

Technical Questions

What happens if I suddenly get disconnected from the Internet while I'm placing a bet?

If you suddenly are disconnected from the Internet while placing a bet, our system will take note of this. When you reconnect to the casino you will find yourself at the same spot you left off on.

Back to Top

Support

How can I contact support?

You can contact our support staff in numerous ways. To view all our support options,visit our support page.

Back to Top