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I was logged out in the middle of a game. Will I get my credits back?

Remember that your credits are never lost, even in the event of a sudden disconnection. You can always restart your ongoing game without losing information. To recover your game or your credit...

I would like to file a complaint. How do I do that?

If you wish to submit a complaint, you can do so directly by contacting our customer service. They will then take charge of your request and inform you of the next steps.

How to contact customer service from my phone?

Do you want to contact us from your phone? Here is the procedure to follow.On CasinoExperience, select the 3 parallel bars at the bottom left of your screen.  To access the contact form, selec...

How to contact customer service from my computer?

Do you want to contact us from your computer? Here is the procedure to follow.On CasinoExperience, go to the HELP CENTER menu located at the top right of the screen, then select Send us a mess...

I never win! Why?

We are sorry to hear that you haven’t won yet! Your chances of winning a game depend on what we call volatility. This corresponds to the winning frequency of an online casino game. There are 3...

Can I play at CasinoExperience from my smartphone or tablet?

Of course. Our platform adapts to all your devices, whether it’s your computer, your smartphone or your tablet.

A technical problem made me lose money during a game. What should I do?

We are sorry there was a technical problem! We do all we can to avoid technical problems happening. Despite this, technical problems can unfortunately sometimes occur and interrupt your game. ...

I’m not able to start a game or the game is stuck “loading”. What should I do?

If you aren’t able to start a game or if it is stuck on the “loading” page, there is a high chance that your WiFi connection is too weak. We recommend connecting to the internet using an Ether...

I’m currently outside of Belgium and I’m unable to play on my hotel WiFi. What should I do?

CasinoExperience may not be accessible from outside of Belgium, for example when you’re on vacation.However, you can still access your account if:Your player account is authenticated and the n...

How do I clear the cache and cookies on my Google Chrome browser?

To enjoy an optimal gaming experience, it is important to regularly clear the cookies and cache on your navigator.It’s really simple on Google Chrome! Here are the steps to follows: In Google ...

Which browser should I use to have the best gaming experience?

For the best and most comfortable gaming experience, we recommend using the Google Chrome browser. In fact, the games available at CasinoExperience are optimized for Google Chrome. Using this ...

How do I update my Google Chrome browser?

To enjoy an optimal gaming experience, it is important that your browser is up to date. To update your Google Chrome browser, follow these steps:  Open Chrome Click on the menu button on the t...

How do I update my Firefox browser?

To enjoy an optimal gaming experience, it is important that your browser is up to date. To update your Firefox browser, follow these steps:  Open Firefox Click on the menu button on the top r...

How do I clear the cache and cookies on my Firefox browser?

To enjoy an optimal gaming experience, it is important to regularly clear the cookies and cache on your navigator.It’s really simple on Firefox! Here are the steps to follows:  Open Firefox Cl...