FAQ

We have compiled a list of our FAQs (Frequently Asked Questions) at All Star Slots for your convenience should you have any queries regarding setting up an account, depositing and withdrawing from our online casino, technical requirements and our bonuses. Hopefully you will find an answer to your questions here, but if you don’t please contact our customer service team via email, phone or live chat and they will be able to give you all the information you require.

FAQ Categories

  • General
  • Getting Started
  • Cashier
  • Technical
  • Bonuses
  • Ask a Question

General

What is All Star Slots online casino?
All Star Slots is an online casino which is part of the BeSoftware Group of online casinos. We use games technology from leading supplier RealTime Gaming for our 120+ games.
Can I win real money from All Star Slots online casino?
You can play for and win real money from All Star Slots which you can withdraw and spend as you wish as long as you meet our age and location criteria.
How do I know the games on All Star Slots are fair?
The games software used by All Star Slots online casino is provided by RealTime Gaming, a leading provider of online games. The software is audited by a third party – Gaming Labs Certified to ensure the games are fair. We also use a certified random number generator to power our games which is independently audited.
Is the casino secure?
At All Star Slots online casino we use the latest encryption and secure communication technologies to guarantee the security of your casino account and personal information. We will never share your details with anyone else and take data protection very seriously. It is important that you choose a secure password for your account and keep it private and safe.
Why should I register with All Star Slots online casino?
All Star Slots is an award winning online casino which has been operating since 2009. It is part of the award winning BeSoftware Group which has been operating for 10 years.We have built up a reputation for great games, excellent customer service and reliable payouts.
How old do I need to be to play at All Star Slots online casino?
To play for real money at All Star Slots you must be at least 21 years of age or has reached the legal age of maturity in their jurisdiction. It is your responsibility to make sure you are legally allowed to gamble in the country you are playing in. We do not condone underage gambling and will withhold winnings from players playing illegally. Please see our terms and conditions for more details.
Can I play for real money from my location?
You cannot play for real money at All Star Slots online casino if you live in the Netherlands Antilles, Costa Rica, Israel, the United Kingdom, Romania and France. It is your responsibility to determine the legality of online gambling in your location. Please see our terms and conditions page for further details.
What should I do if I've forgotten my password?
If you have forgotten your password do the following:
  1. Click on the Forgotten Password button on the login page
  2. Enter your All Star Slots user name and email address and press reset
  3. We will email you a reset code and instructions
  4. Paste the reset code into the specified field within 24 hours of receiving it and enter and confirm your new password then click change password
I have a question that's not on this page. What should I do?
We have a dedicated 24 hour customer service team based in the UK who can be reached by Live Chat, Email and Telephone to answer any questions not on this page. Please see our contact us page for further details.

Getting Started

What do I need to do to play at All Star Slots?
To play for free or real money at All Star Slots you will need an internet connection and can either download and install our casino software on your computer or access the casino via instant play in your browser or on your mobile device. For a quicker and smoother gaming experience on desktop we recommend that you choose the download option and install our casino suite on your computer.
What is the verification process?
You will need to verify your account before you can withdraw any winnings from All Star Slots online casino. We will need to confirm all of your account details – full name, date of birth, full address and phone number. To do so complete the verification form at http://verification.clubworldgroup.com/verificationform.pdf and return it to us along with the copies of the required documents.
What documentation is needed for verification?
In order to verify your account you must send us the following documents along with the completed verification form:
  • Proof of ID. This must to a valid photo ID such as passport or driving licence
  • Proof of address, such as a utility bill, phone bill or bank statement
  • A copy of the front and back of the card used to credit your account. You should cover the middle 8 digits and CVV number on the card for data protection purposes.

Cashier

What do I need to do to make a deposit?
In order to make a deposit a player must access the cashier via the casino lobby and press the deposit button. We offer various deposit methods, all of which are taken instantly. All deposit methods can be viewed in the cashier section of the casino lobby and are as below:

Credit/debit card deposits

We can receive credit and debit card deposits from any country between a minimum value of $35 and a maximum of $1000. Some banks and creditors may make an international charge and depending on processing there may also be currency conversion applied.

Secure payment voucher

Payment vouchers can be purchased using a credit or debit card by residents of the USA only. Only MasterCard and VISA cards are accepted. The secure voucher option can only be used via the cashier section of the casino lobby. A new depositor can make no more than three per day following which two deposits can be made per day using a MasterCard and five using VISA. Some players may be eligible for these limits to be lifted. Please contact our support team via livechat, phone or email for further details.

ECO Payz

We don’t accept ECO Payz deposits from residents of the USA or Spain. ECO Payz wallets may only be funded with VISA cards.

Neteller

We don’t accept Neteller deposits from residents of the USA, Canada or Singapore. Residents of South Africa won’t be able to deposit using Neteller, as it does not support the Rand currency.

Skrill

We don’t accept Skrill deposits from residents of the USA, Canada, Singapore, Germany or Spain. Skrill accepts payment from AMEX, VISA, MasterCard and JCB.

How long does it take before I can play with my deposit?
Deposited funds are accredited to your account instantly.
My deposit failed, why?

There can be a number of reasons why a deposit may fail and actions you can take.

If you have a deposit fail we recommend you try using an alternate card for the payment, or see the alternate payment options in the cashier section of the casino lobby.

Deposits may fail if the player’s bank declines a transaction, they have too many failed deposit attempts, they don’t pass the 3D secure or ID checks. Some prepaid cards are immediately declined. It is advised that you contact your bank or card company for more information.

If you are having any problems making a deposit to All Star Slots we advise you contact our customer service department via email, phone or instant chat.

How much can I deposit to my All Star Slots balance?
The amount you can deposit depends on a number of factors such as the length of time you have been a customer and whether your account is verified. We set different deposit amounts for different customers. If you would like to increase your deposit amount please contact our customer service team to discuss.
When are the cashier and promotions customer service team available?
The promotions team is available between 01:30 EST and 13:00 EST. The cashier is available Monday to Friday during US banking hours, 09:00 – 017:00 on both coasts.
Is it safe to use my credit card at All Star Slots?
Absolutely, we use the very latest encryption technologies to ensure all the information you supply us with is totally secure.
Why has my credit card deposit been declined?
We do everything we can to ensure you can make deposits, but sometimes card transactions are declined. This can happen for a number of reason and you are best contacting our customer service team to discuss any problems you are having.
How can I make a withdrawal?
To withdraw money from your account press the cashier button and select the withdraw tab at the top of the page. Choose the method you wish to use to withdrawal and follow the instructions. You can track the status of your withdrawal requests by going to the transaction history screen.
When can I make a withdrawal?
Withdrawals from the cashier are not processed over the weekend or on UK bank holidays. The time taken to process a withdrawal depends on the method:

Bank transfers

These are only available for USA residents only, are processed within 5 working days and incur a $40 fee. The minimum withdrawal via bank transfer is $35 and the maximum $5000.

Courier cheque

These are only available for USA residents and excluding the states of Washington, Maryland, Hawaii and Alaska, are processed within 5 working days and incur a $25 fee if under $750 is withdrawn. The minimum withdrawal via courier cheque is $350 and the maximum $2500. Only one withdrawal via check allowed per week from all of the casinos in the BeSoftware Group. You need to have a bank account to cash the cheque and can’t use ATM or cash in place methods.

Credit/debit cards

Withdrawals to a credit or debit card account take three to five working days to process and incur a $9 fee. The minimum withdrawal amount to credit/debit account is $50 and the maximum is $4999. Only two transactions per week allowed per customer.

Wire transfer

Wire transfer withdrawals are not available to the USA. Withdrawals via wire transfer take five working days with a minimum of 300 currency units and a maximum of 5000.

NETeller

NETeller withdrawals are not available to the USA, Canada and Singapore. Customers in South Africa can use NETeller for withdrawals, but the cashier will convert their withdrawal from Rand to USD. NETeller withdrawals are transferred instantly at with no fee. The minimum NETeller withdrawal is 20 currency units and the maximum is 5000.

Skrill

Skrill withdrawals are not available to the USA, Canada, Singapore, Germany or Spain. Skrill withdrawals are transferred instantly with no fee. The minimum withdrawal is 20 currency units and the maximum is 5000.

ECO Payz

ECO Payz withdrawals are not available to the USA or Spain. There is no fee for the transfer and the minimum amount is 20 currency units and maximum is 5000 which is done instantly.

What is a playthrough?
A playthrough is a wagering requirement that has to be met before you can withdraw. See above for definition of a wager. This is based on (Deposit + Bonus) x Playthrough. For example if you deposit $35 and used a 400% code giving you a $140 bonus with a 30x playthrough you would need to wager $5250, i.e (35 + 140) x30 = $5250.
I have requested a withdrawal but want to continue playing; do I need to cancel the request or make another deposit?
You can do either by pressing the cashier button in the lobby. You can see any pending withdrawals and press submit to return the funds to your account balance.If you want to leave pending withdrawals to be processed and make another deposit press the deposit button further down the page for deposit options. However, we do not recommend you make a deposit if you have a cash out pending.
Why has my withdrawal request been returned to my balance and why was I not informed?
If your account has not been verified, or we do not have sufficient information to process the payment the cashier will return the funds to your account. We will send you an email explaining this, so please check your inbox and spam email folder. We advise you check your account regularly while you have a withdrawal pending.

Technical

How long does it take to download the All Star Slots casino software?
If you are using a cable or ADSL connection the download should take no more than 2 minutes. You only need to download the software one time. Once the software is downloaded and installed you can find and start the software from your computer's Start menu or via the desktop icon. If you are playing on a mobile device there is no download necessary and you can play in browser via an internet connection.
What are the system requirements?
To play at All Star Slots online casino for free or real money you require a Windows compatible computer and an internet connection. To play using the instant play version you will need to install Flash plugin which is available for free from the Adobe website.
I'm showing as already logged, but can't login what should I do?
This can happen when your experience a temporary loss of your internet connection. If this happens check your internet connection and refresh your browser. If the problem continues please contact our customer support team who will be able to manually log you out of the account.

Bonuses

What is a bonus?
Bonuses are free chips that can be added to your balance to increase your chances of winning.
Can I cash out a bonus chips?
Bonuses you receive from All Star Slots are unredeemable, which means that you cannot withdraw the bonus chips. You can win with the bonus and cashout the winnings but any outstanding bonuses you have in your account will be deducted when you do so. For more information please contact our customer support team. Visit the contact us page for our email, livechat and phone contact details.
What is a wager?
A wager is defined as ‘putting money at risk'. Each time you play for real money at All Star Slots you make a wager, which you can win, lose or draw.
Are there any wagering requirements for bonuses?
In return for receiving bonus chips from All Star Slots we often require that you wager a certain amount at the casino before you can request a cashout. Only certain games count towards this requirement, so make sure you understand the terms and conditions of each event before you claim your bonus. The wagering requirement can be checked by clicking on the cashier button in the lobby at any time.
What is a deposit bonus?
A deposit bonus is given when you make a deposit into your All Star Slots account using a coupon code. Deposit bonuses are available by the use of coupon codes which can be found on our promotions pages, or via our third party affiliates. They give you extra bonuses which you are free to use. To claim a deposit bonus visit the cashier from the casino lobby and then click the redeem coupon tab along the top of the page. Enter the coupon code and click the redeem button and the bonus will be added to your balance immediately. Playing any game between depositing money and entering the coupon code will prevent you receiving the bonus.
How can I claim a free chip bonus?
Free chip bonuses can be awarded by some coupon codes for All Star Slots online casino. To claim a free chip bonus first log into your All Star Slots casino account, click the cashier button and then on redeem coupon tab and enter the coupon code. The free chips will be added to your account instantly.
What if I don't want to receive any bonus chips?
If you do not wish to receive any bonus chips please contact our support team.
What are comp points?
You accumulate comp points each time you place a bet which you can convert them into cash at any time. To see your comp points balance go to the cashier. To convert your comp points into cash click on the My account tab.
How fast do I earn comp points?
How quickly you earn comp points varies depending on the game you play. The base rate for comp points is 1 point per 10 units of currency you wager.
How much are comp points worth?
100 comp points can be converted to 1 unit of the currency you are playing with. If you have 100 comp points and play using USD the points would be worth $1.
Can I claim free chips?
Sometimes we award free chips to new players wanting to try out the casino for the first time or to existing players who haven’t won from a new deposit. Whether we award free chips depends on the player and account status. Please contact our support team via livechat, phone or email regarding free chips and they will look into your eligibility.
Why can't I have a bonus?
Your eligibility to receive a bonus depends on your player account status. Please contact our support team via livechat, phone or email and they will look into your request.
What are VIP bonuses?
There are two types of VIP bonus we award at All Star Slots; daily bonuses, awarded depending on a players play the previous day and monthly bonuses, usually awarded around the middle of the month.