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KYC guide
How To Fix Casino Game Errors

KYC guide

If you are asked by us to submit a KYC, please refer to the following.

A. How to send documents

Please photograph the entire document with your smartphone and send it to support@casinovi.com

  • Please take a picture of the entire document
  • Expired documents will not be accepted

B. Documents that need to be submitted

Normally, you will need to provide an ‘ID’ and a ‘Proof of Address’, but you may also be asked to provide a ‘proof of payment’.

  1. ID
  2. Proof of Address
  3. Proof of Deposit

1. ID

Kindly provide one of the following items. Please capture a photograph of both the front and back and forward it to.

  • Driver's licence (Front and Back)
  • Passport (page with photo)
  • Resident card with photograph

2. Proof of Address

Please send one of the following. Only documents issued within the last three months will be accepted, therefore documents without an issue date will not be accepted.

  • Utility bills such as gas, electricity, water, etc.
  • Bank or credit card statements.

3. Proof of Deposit

Please send proof of the deposit method used.

Credit card

Kindly provide a photograph of both the front and back of the credit card. Ensure that the credit card number is obscured, displaying only the first six and the last four digits.
Example: if the card number is ‘4980 1234 5678 9012’, it should be ‘4980 12XX XXXX 9012’.

If the credit card has not been issued, please login to the credit card company's website and send a screenshot of the entire web page where the following information can be found.

  • Credit card company website URL.
  • Name of the person in whose name the credit card is issued
  • Account number or account ID

Bank statement

Please send us a photo of the bank statement that clearly shows your name and account number. If you are an online bank and have not been issued a statement, please log into the bank's website and send a screenshot of the entire web page where the following information can be found.

  • Bank website URL
  • Name of the person in whose name the money was deposited
  • Account number
  • Bank logo (or bank name and branch name)

e-Wallets

Please login to the eWallet website and send us a screenshot of the entire web page showing the following information.

  • e-wallet website URL
  • Name of the person in whose name the funds are held
  • Account number or account ID

How To Fix Casino Game Errors

Here are some tips on what to do if an error occurs while playing. We recommend using the latest version of Chrome.

🎰 Frozen, Game won’t load, etc.

**Please clear your browser's Cache and Cookies to resolve most technical errors. **

The process for addressing and resolving the issue is as follows;

  1. clear your browser's cookies and cache for a period of time that is ‘All’ rather than the most recent.
  1. You have been logged out of your Casinovi account, log in again and open the game in question
  2. Either start from when the game froze, or finish the round in question and if you won, the winnings have already been credited to your account
    → If you are unsure whether your winnings have been added, please check your Casinovi history.

What if clearing the cache and cookies does not resolve the issue?

Browser extensions or add-ons may be affecting the issue. Try using your browser's incognito mode.

🃏 Live Dealer made a mistake while playing live casino

The round ends immediately and the user is refunded their wager. The user will be given a unique number by the dealer and must provide this number to our support. We will process the wager refund.
If the dealer is unaware of the mistake, the person in charge of checking the game progress will interrupt the game.

🃏Your internet connection dropped while playing live casino.

If the connection drops after you have placed a bet, please reconnect and you will see the results of your bet already in your Casinovi history. If you have won, the winnings have already been awarded to your account.

Please do not play in the Live Casino, especially if you have a slightly weak internet connection.
For example, if you are playing blackjack and your internet connection drops when you try to hit, you are considered ‘Stand’. That means you lost in this round, and your wager will NOT be refunded.

What if the problem is still not solved?

Please contact our support with the following information.

  • Game provider name, and game name.
  • The ID of the game round in question (please provide the ‘ID’ as it appears in your Casinovi history)
  • Browser screenshot including the URL of our site if you have.

Please note that in many cases we need to contact the game provider, and some game providers may take up to 7 working days to reply to us.