Question 1

How can I manage marketing communications?

Accepted Answer

Want to stay in the loop about our awesome bonuses and promotions? You can easily update your marketing preferences by going to [My account](https://www.tuplaus.com/en/account) > **My Profile** > scroll down to **Marketing Consents**.

We definitely recommend opting in so you don't miss out on any of our [generous offers](https://www.tuplaus.com/en/news) (they're seriously good!). Plus, all our offers have an expiry date, so you'll want to make sure you get those SMSes or emails so you can grab some extra value.

Don't worry, we promise not to spam your inbox! We only send out the good stuff – think exciting offers and important info about your account. And rest assured, [Tuplaus Instant Casino](https://www.tuplaus.com/en) will never share your information with any third parties.

Question 2

How do I open an account at Tuplaus?

Accepted Answer

Opening an account at [Tuplaus Instant Casino](https://www.tuplaus.com/en) is lightning fast! We're a pay-and-play casino, so you can skip the boring forms. Just use your bank account to register and log in. You'll go through a standard bank verification process using your social security number – just follow the easy steps on the screen. Our system will automatically grab all the necessary info from your verification, so you can get straight to the action. Easy peasy!

Question 3

I don't remember if I have an account with Tuplaus. How do I check?

Accepted Answer

Not sure if you've already joined the Tuplaus party? No worries! Just try logging in with your bank credentials. If you have an account, you'll be logged straight in. If not, you'll be whisked away to our super-easy [registration page](https://www.tuplaus.com/en/register) where you can create a new account in a flash.

Question 4

Can I open more than one account at Tuplaus?

Accepted Answer

No, you cannot. As clearly stated in our [Terms & Conditions](https://www.tuplaus.com/en/info/terms-and-conditions), each player is allowed only one account. Also, your registration is linked to your social security number, so even if you attempt to log in with a different bank, our system will automatically recognize your details and direct you back to your existing Tuplaus account.

Question 5

Can I permanently close my Tuplaus account?

Accepted Answer

You can’t close your account directly through the Tuplaus website. If you’d like to close it, please reach out to our Customer Support team via email at [support@tuplaus.com](mailto:support@tuplaus.com) and provide your reasons for the request.

Alternatively, if you prefer, you can activate a self-exclusion for a specific period directly from your account under [My limits](https://www.tuplaus.com/en/account/limits).

Keep in mind that if you do close your account, you usually won't be able to create another one with Tuplaus.

Question 6

How do I claim my rewards?

Accepted Answer

When you have a reward waiting for you at Tuplaus, you'll see a "rewards card" in the [Rewards](https://www.tuplaus.com/en/account/rewards) section of your Profile. These rewards usually expire within 24 hours, so don't wait too long! To activate a reward, all you have to do is click on the card. If you get a Free Spins reward, the card will have a "Play Now" button that takes you straight to the game.

Want to learn more about our casino bonuses? Check out our [Bonus](https://www.tuplaus.com/en/bonus) page.

Question 7

What kind of rewards will I receive at Tuplaus?

Accepted Answer

At [Tuplaus](https://www.tuplaus.com/en), "rewards" mean anything extra you get on top of your regular winnings. Think Free Spins, Double Speed, Triple Speed for your Progress Bar, you name it! Every time you play, we make sure there's something exciting to boost your gaming experience.

We'll start you off in style with our generous [Welcome Bonus](https://www.tuplaus.com/en/bonus/welcome-bonus). On your first deposit of €20 or more, you'll receive a **€10 Tuplaus Game reward**.

Double it up to **10 times** for a shot at **€10,240 in cash**, and if you don't win, you're still guaranteed **10 Cash Spins worth €1 each**. Every reward comes with zero wagering, so it's the perfect way to jumpstart your Tuplaus experience with huge potential rewards.

Question 8

When do I receive bonuses at Tuplaus?

Accepted Answer

You'll receive your first bonus as soon as you make your first deposit at Tuplaus! Our [Welcome Bonus](https://www.tuplaus.com/en/bonus/welcome-bonus) gives you a **€10 Tuplaus Game reward** on deposits of €20 or more. Double it up to **10 times** for a shot at **€10,240 in cash**, and if you don't win, you're still guaranteed **10 Cash Spins worth €1 each**, completely wager-free. It's the perfect way to dive into the action!

As you play at Tuplaus, you'll fill up your own Progress Bar every time you place real money wagers. Once it's full, you'll receive exciting rewards like Free Spins or Double Speed chips. The more you play, the more rewards you can expect!

Throughout the year, [Tuplaus](https://www.tuplaus.com/en) will also have different [promotions](https://www.tuplaus.com/en/news) packed with extra value for our players. Make sure you've enabled marketing communications in [My profile](https://www.tuplaus.com/en/account) so you don't miss out on any bonus offers.

Question 9

How does Cashback work at Tuplaus?

Accepted Answer

There are two ways to earn Cashback at Tuplaus, depending on whether you have a regular player account or a Tuplaus Extra account. ### Regular Tuplaus Accounts With a standard Tuplaus account, just play your favorite games and keep an eye out for Cashback Chips in the My Rewards section of your account. We also have special promotions where you can earn even more Cashback. You'll need at least €1 in Cashback for it to be added to your Tuplaus account. Cashback is given as Bonus Money with a [35x wagering requirement](https://www.tuplaus.com/en/info/bonus-terms). Here's the formula for how we calculate Cashback: (Real Money + Bonus Money bets) - (Real Money + Bonus Money wins) - bonus granted - jackpot contribution + (bonus forfeited + bonus auto-forfeited + bonus expired). ### Tuplaus VIP Members If you're a Tuplaus [VIP player](https://www.tuplaus.com/en/vip), you earn Cashback as you play, all the time! The more you play, the more Cashback you get, up to 20%! For Tuplaus VIP Members, Cashback is paid out every week, starting at a minimum of €10, from midnight UTC on Friday to 23:59 UTC the next Thursday. Plus, it comes with a **super-low 1x wagering requirement**.

Question 10

What is Double Speed?

Accepted Answer

Double Speed rewards make your Progress Bar fill up twice as fast! Every time you play at [Tuplaus Casino](https://www.tuplaus.com/en), your Progress Bar moves up a bit. Playing with Double Speed makes it move twice as fast, which means you level up faster and get more personalized Free Spins rewards.

Keep your eyes peeled for Triple Speed rewards in the future too!

Double Speed rewards are usually only active for 1-2 hours, while game-specific rewards might last for several days.

Question 11

Can I play the games for free?

Accepted Answer

You bet! Most of the games in the [Tuplaus game library](https://www.tuplaus.com/en/casino) are available to play for free in demo mode. Just log out of your account, head to the Games section (on desktop) or click the "≡" menu (on mobile), and browse our awesome selection. Click on any game thumbnail to give it a try – it's that easy!

Some games, like [Live Casino](https://www.tuplaus.com/en/casino/live-casino) and [jackpot](https://www.tuplaus.com/en/casino/jackpot-games) slots, are only available for real money play, though. But don't worry, the vast majority of our casino online slots can be enjoyed in demo mode.

Question 12

What happens if I lose my Internet connection while playing?

Accepted Answer

If you get disconnected during a spin or round, don't worry! You'll only lose potential winnings if your connection comes back. All game sessions are saved, and the system will automatically finish the round or spin for you. You won't see the animation, but you'll still get the result.

For example, if you're in the middle of a Free Spins round and lose connection, you might see a bigger account balance when you reconnect. This is because the system finished the round and credited any winnings to your account.

If you're having connection issues with Tuplaus while your device is definitely connected to the internet, try restarting your device. If that doesn't work, please contact Customer Support via Live Chat or email at [support@tuplaus.com](mailto:support@tuplaus.com) with a detailed explanation of the problem.

Question 13

How do I find a game?

Accepted Answer

Looking for a specific game? Head to the [Tuplaus game lobby](https://www.tuplaus.com/en/casino) and type the game's name into the search bar. You can also click the All GAMES button to sort our games by provider.

Want to search for a specific tag or some text in the game description? You can paste this link into your browser's address bar and edit it:

> tuplaus.com/en/casino/?s=InsertSearchTermHere

To include a space in your search, use %20 where you want the space to be.

Question 14

What do I do if a technical error occurs?

Accepted Answer

If you encounter a technical error while playing, here's what to do:

* **Lost Connection:** If you lose your internet connection mid-spin, don't worry! Tuplaus saves your game data, and the round will usually play out automatically. You'll receive any winnings directly in your account. For games like Blackjack, the hand will time out as if you left the table.

* **Game Developer Error:** If the problem is with the game itself, you'll likely see an error message. Unfortunately, we can't resolve issues on the game provider's end, but we apologize for any inconvenience.

* **Other Errors:** If a simple reload or restart doesn't fix the problem, please contact our [Customer Support](https://www.tuplaus.com/en/customer-support) team with a detailed explanation of what happened. The more information you provide, the better we can assist you. Be sure to include:
    * Game name
    * Time of the incident
    * Wager amount
    * Description of the problem
    * Screenshot of the issue (if possible)

You can send this information, including screenshots, to [support@tuplaus.com](mailto:support@tuplaus.com).

Question 15

Is it safe to play at tuplaus Casino?

Accepted Answer

Player safety and security are our top priorities at [Tuplaus Casino](https://www.tuplaus.com/en). Our team is constantly working to make sure Tuplaus is the safest online casino out there.

Here are a few things we do to keep your experience safe and secure:

* **Random Number Generators (RNGs):** Every game at Tuplaus uses an RNG to ensure that every spin, round, and card deal is 100% random. Our games aren't pre-programmed – when you click "spin," the RNG creates a random outcome. These RNGs are regularly audited to make sure they're working correctly.
  * **Top-notch Payment Security:** We use TLS encryption (the updated version of SSL) to protect your payments. This is the same technology used by major financial institutions to keep your [transactions secure](https://www.tuplaus.com/en/info/security-and-privacy).
  * **An Alert Payments Team:** Our Payments & Fraud Department is always on the lookout for any unusual or suspicious activity. If they spot something out of the ordinary, they might flag your account for review. We apologize for any inconvenience this might cause, but it's all part of keeping Tuplaus safe for everyone.
  * **Strict Regulation:** Tuplaus Casino is licensed by the [Malta Gaming Authority](https://www.mga.org.mt/) (MGA), one of the strictest gaming regulators in the world. The MGA has tons of experience and is known for its high standards. We always stay up-to-date with their regulations and will let you know if any changes affect your gameplay.
  * **Responsible Gaming:** We're committed to responsible gaming at Tuplaus. We offer a variety of resources to help you keep your gaming fun and under control. If you're concerned about problem gambling, check out our [Responsible Gaming Page](https://www.tuplaus.com/en/responsible-gaming) for information and support. You can also set Account Limits (like deposit limits and timeouts) in the My Account section of our website.

Question 16

What do I do if a game doesn't start after clicking the thumbnail?

Accepted Answer

If a game isn't loading, first try restarting your web browser. If that doesn't work, restart your device. You should also make sure your browser and device are fully updated with the latest software, as older software can sometimes cause issues.

If you're trying to play an older game, it might be a Flash-only title. Flash isn't supported on mobile, and many browsers block it automatically. Check your browser settings to see if that's the problem.

If you've tried all of these steps and the game still won't load, please get in touch with our [Customer Support](https://www.tuplaus.com/en/customer-support) team for help.

Question 17

How long until I receive my withdrawal?

Accepted Answer

Withdrawals at [Tuplaus Casino](https://www.tuplaus.com/en) are usually instant – you should see the money in your account within seconds! However, in some cases, things can be a tiny bit slower due to individual banks and their processing times. If you've requested a withdrawal and it hasn't arrived after a few hours, just get in touch with us via [support@tuplaus.com](mailto:support@tuplaus.com) so we can check it out for you.

Question 18

What are the minimum limits for deposits and withdrawals at Tuplaus?

Accepted Answer

The minimum deposit and withdrawal amount at Tuplaus Casino is €20.

Want to know more about payments at Tuplaus? Check out our [Payment Options](https://www.tuplaus.com/en/payment-options) page.

Question 19

My deposit is not showing. What do I do?

Accepted Answer

Deposits at Tuplaus usually show up right away. If your deposit isn't showing in your account, please get in touch with our [Customer Support](https://www.tuplaus.com/en/customer-support) team so they can help you out. We'll do our best to sort it out as quickly as possible! It's often due to a small hiccup with the payment provider, but we're here to help get things back on track.

For the fastest help, we recommend contacting our customer support team via Live Chat after logging in to your account. This will automatically fill in your details on the Live Chat screen, so our team can assist you even quicker.

Question 20

Can I make deposits or withdrawals in another person's name?

Accepted Answer

Definitely not! Making deposits or withdrawals in someone else's name is a big no-no and goes against our terms and conditions. You can only use your own bank account to move money in and out of Tuplaus.

Remember, you're logging in with your social security number and personal bank details, so using someone else's info just won't work.

Question 21

Which deposit methods are available at Tuplaus?

Accepted Answer

[Tuplaus](https://www.tuplaus.com/en) is a pay-and-play online casino, so it's all about speed and simplicity! We use instant bank transfers, which means your funds appear in your account right away – whether you're on your computer or playing on the go. To make a deposit, just follow the usual bank verification steps with your provider (like Nordea, for example) – easy peasy! It's super safe and secure too.

Want to learn more about how it all works? Check out our [Payment Options](https://www.tuplaus.com/en/payment-options) page.

Question 22

Do I need to pay for deposits and withdrawals?

Accepted Answer

Nope! Depositing and withdrawing money at Tuplaus Casino is absolutely free.

Question 23

How long does it take for my deposit to arrive?

Accepted Answer

At Tuplaus, we like to keep things moving! As long as there are no hiccups on the technical side or your deposit isn't declined, your funds will land in your Tuplaus account instantly. True to our pay-and-play promise, you can jump into the action just seconds after making your deposit.

Question 24

What do I do if I like a game that you don't offer?

Accepted Answer

If you're looking for a specific game that we don't have, but we already offer other games from the same provider, we'll do our best to add it to our collection!

This isn't always possible, especially for older Flash-based games.

You can see our current games sorted by provider by clicking **GAMES** in our [casino lobby](https://www.tuplaus.com/en/casino).

We're always looking for exciting new games to add to Tuplaus. If you know of a game developer we don't currently offer, please let our [Customer Support](mailto:support@tuplaus.com) team know. Our casino managers will look into it and try their best to accommodate your request.

Question 25

Which games can I play on mobile?

Accepted Answer

Almost all of our games at [Tuplaus Casino](https://www.tuplaus.com/en/) are available on modern mobile devices! With the exception of a few older Flash-based games, you can expect the same great playing experience whether you're on your phone, tablet, or computer.

Question 26

Can I use the same payment methods on mobile?

Accepted Answer

Yes, absolutely! You can deposit and withdraw using the same [payment methods](https://www.tuplaus.com/en/payment-options) on your phone, tablet, or computer.

Question 27

What kind of limits are available at Tuplaus?

Accepted Answer

[Tuplaus Casino](https://www.tuplaus.com/en) offers a variety of limits to help you manage your playing activity. These limits work automatically based on your settings. Here are the [Responsible Gaming](https://www.tuplaus.com/en/info/responsible-gaming) limits you can set:

* **Time limit:** Automatically logs you out of your account after a certain amount of time.

* **Net loss limit:** Restricts the amount you can lose over a specific period.

* **Deposit limit:** Controls how much you can deposit into your account.

* **Wagering limit:** Controls how much you can wager over a specific period.

* **Timeout:** Temporarily freezes your account, either by your choice or triggered by certain actions.

You can also set an **Indefinite Self-Exclusion**, which blocks all access to your account. To regain access, you'll need to contact [Customer Support](https://www.tuplaus.com/en/customer-support) and wait a minimum of 7 days.

You can find all these limits in the [My limits](https://www.tuplaus.com/en/account/limits) section of your account.

Question 28

Can I make transactions at tuplaus before my account is verified?

Accepted Answer

Yes, you can! When you register with your bank details, it gives us an initial Know Your Customer (KYC) check, so you can [deposit and withdraw](https://www.tuplaus.com/en/payment-options) smaller amounts right away.

To follow gaming regulations, [Tuplaus Casino](https://www.tuplaus.com/en) will ask you to complete a full KYC check after you reach a certain transaction limit. This usually involves providing documents to prove your identity and that you're the owner of the bank account you're using.

Don't worry, we'll contact you when it's time to complete your KYC check. You don't need to contact support about this beforehand.

Question 29

Is my money safe at Tuplaus?

Accepted Answer

Absolutely! We use the [highest security standards](https://www.tuplaus.com/en/info/security-and-privacy) to protect your account and personal information, especially your payment details. Plus, to follow gaming regulations, we keep our company funds completely separate from customer funds. This means your money is always safe and sound.

Question 30

Is it safe to upload my documents at Tuplaus?

Accepted Answer

Absolutely! We treat all your documents with the [highest standards of security](https://www.tuplaus.com/en/info/security-and-privacy) and discretion. Only our most senior staff will have access to them, and only when absolutely necessary.

Question 31

How long does an Account Verification take?

Accepted Answer

We do our best to verify all KYC documents within 24 hours of receiving them. However, things can sometimes take a bit longer during busy periods. We apologize for any inconvenience this may cause and appreciate your patience.

If your KYC check is taking more than a few working days, and you haven't heard from us about needing more documents, please get in touch with our [Customer Support](https://www.tuplaus.com/en/customer-support) team to see what's causing the delay.

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