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Help

APPS, PLATFORM & GAMES

  • On what devices can I play?

    You can play from any device. If you are playing from your mobile, you need to download the app. If you are playing from your computer, you can play directly from your browser, but you need to download Xpoint.

    We have an app on App Store, you can download it here.

    We have an app on Google Play Store, you can download it here.
  • Does SpinGenie have a license to operate?

    Yes, SpinGenie is licensed and regulated. You can find more about our license at the bottom of this page.
  • How do I give location permissions when I play on the APP?

    This you can easily do by following these steps:

    iOS: Go to Settings > Privacy > Location Services - Make sure that Location Services is on - Scroll down to find the app - Tap the app and select an option: Never: Prevents access to Location Services information.

    Android: Go to Settings > Apps > Choose the application > Tap on Permissions > Allow the location (Always)
  • Will I pass geolocation with an older version of the SpinGenie software/app?

    Only if that version of the app has the proper geolocation tech. We recommend updating to the latest version of the app for the best experience.

X-POINT

  • What is Xpoint Verify?

    Xpoint Verify is an iGO-recognised secure service which is used to determine your location while playing from your Computer on regulated casino platforms.
  • Why do I need it?

    In keeping with laws for regulated casinos, iGO (iGaming Ontario) requires every player to verify that their location is in Ontario. Xpoint Verify does exactly this and without it, you won’t be able to play from your Computer on a regulated casino in Ontario.
  • How do I use Xpoint Verify?

    It couldn’t be easier. Just download the app to your computer and follow the instructions. However, when you play from your Computer, you will need to open the Xpoint app every time before you log in. You can find the app here:

    Windows: install.xpoint.tech/?platform=windows

    Mac OS: install.xpoint.tech/?platform=mac
  • Does Xpoint Verify know my location?

    Yes, iGO requires that players verify their location. However, Xpoint Verify will only be able to check your location while you’re playing from your Computer. Xpoint Verify won’t be able to track your location from your Computer once you’ve logged out.
  • I got 4000 Error. What can I do?

    You are seeing this error code as there is insufficient data to verify your geoloaction. Please ensure locations services, bluetooth and wifi are enabled your device.
  • I got 4001 Error. What can I do?

    You are seeing this error code as we have detected that you are outside of a permitted state.
  • I got 3000 Error. What can I do?

    Wi-Fi not detected, please check your Wi-Fi connection.
  • I got 3002 Error. What can I do?

    Please disconnect from all VPN services and relaunch the application
  • I got 3003 Error. What can I do?

    Remote Access program has been detected. Plesae uninstall all Remote Access Desktop Applications, then relaunch this app.
  • I got 3004 Error. What can I do?

    Remote Access program has been detected. Plesae uninstall all Remote Access Applications, then relaunch this app.
  • I got 3005 Error. What can I do?

    Please disable all Proxy settings in the Browser and System, then relaunch this app. Please refer to instructions below:

    For iPhone: Settings > Wi-Fi > select connected Wi-Fi network > HTTP PROXY > select Off.

    For Android: Settings > Network & Internet > tap and hold connected Wi-Fi > select Show advanced options > go to Proxy > select None > Save changes.

    Windows: Click on Start, select Settings and navigate to Network & Internet > Proxy > Toggle the option Automatically detect settings to ON > Toggle the option Use a proxy server to OFF.

    Mac: Click the Apple icon then select the System Preferences… option > Select Network > From the left pane, select the network service you wish to disable the proxy settings on, then click the Advanced… button > From the left pane, select the network service you wish to disable the proxy settings on, then click the Advanced... button"
  • How to install Xpoint Verify app (iOS, Android, Mac, Windows)?

  • If I have proxy or VPN software, such as HideMeVPN, Witopia, OpenVPN etc, actively running on my laptop or desktop, can I still be accurately geolocated?

    Yes, but these programs do not comply with verification requirements, and you will not be allowed to play/wager until such programs are uninstalled and removed from your system.
  • How can I turn on Location Services/GPS on my mobile device?

    You need to have Location Services on to enable GPS. To turn on Location services please do the following:

    iOS device, go to Settings > Privacy > Location Services

    Android device, go to Settings > Location > Use Location > ON
  • How do I enable Location Services on Mac?

    Click the Apple menu in the top left of the Desktop > select System Preferences > select Security & Privacy from the list of options > select the Privacy tab > click the padlock icon > enter your password and press Unlock > check Enable Location Services.
  • How do I give location permissions?

    Mac: On your Mac, choose Apple menu > System Preferences, click Security & Privacy , then click Privacy. Click Location Services. If the lock at the bottom left is locked , click it to unlock the preference pane. Deselect Enable Location Services.

    Windows: Go to Start > Settings > Privacy > Location - Turn on Allow access to location on this device - Turn on Allow apps to access your location - Turn on Allow desktop apps to access your location if present.

PROMOTIONS & REWARDS

  • What offers do you have?

    We have a huge variety of offers that are constantly renewed, from spins to bonuses and other fun promotions! You can find available offers in your Daily Picks from the side menu as soon as you are logged in to your account.
  • How do I claim a deposit offer?

    Go to the Daily Picks section of the side menu and choose the offer you would like to opt in for. Click 'Deposit' and you will be redirected to the cashier to make your deposit with the offer. The correct bonus code will be automatically applied, so there is no need to change what is already in the 'Bonus Code' field.
  • What is the Prize Twister, and how do I get a Prize Twister spin?

    Prize Twister is our exclusive and unique feature that allows you a win of spins, bonuses and chances for the Mini, Super or Mega Twister cash prizes! Keep a lookout for our offers of Prize Twister spins - once in a while we might give you a spin on the Prize Twister FOR FREE! You can read more about our Prize Twister here.
  • Do you have a VIP program?

    Yes, we do! Our VIP program is by invitation only though, so be sure to check your emails regularly for your invite!.
  • Why have I not gotten the reward with my deposit?

    If you received an exclusive offer, either with a deposit or for free, the reward will be credited to your account once you claim it from the 'Rewards' section of the side menu. If you are not able to access your reward, or your account has not been credited with the reward, please contact Customer Support for further assistance. Please make sure to always deposit through the Daily Pick, or use the required bonus code, to be eligible for the offer.
  • How can I wager my bonus?

    To wager a bonus, you must start by placing bets on slot games. It’s important to note that there are additional conditions that should be followed when wagering a bonus, we therefore recommend that you review our Bonus Policy by clicking here, to avoid any confusion.
  • Which games can I play my bonus on?

    In certain games, bonus balance funds are not available to play with and, when you open those games, you will only see your real balance as described in the 'Bonus Policy'. To view the availability of the bonus balance funds within a game, click the information card (ⓘ) before accessing the game to check if the bonus icon is displayed.
  • How do I know how far along I am with the wagering?

    You can view the progress of your bonus wagering requirements by accessing the 'Cashier' section of the side menu and navigating to the 'Active Bonuses' section.
  • What is the Hot or Cold feature?

    ‘Hot or Cold’ feature displays the games that are paying out the most and the least amount - game data can be refreshed every 5 minutes by hitting the refresh button. This feature is no indicator of future results or success.
  • Will choosing a Hot game or a Cold game increase or decrease the likelihood that I will win?

    No. The Hot and Cold feature does not in any way influence the next spin or spins of a game. Each spin has exactly the same chance of the next spin being a winning or losing spin, regardless of its previous recent result. Hot and Cold is purely a new and fun way which was developed to try to replicate the offline casino experience of watching games and deciding whether to play based upon what they see.
  • How do the Levels work and where can I see my progress?

    The Levels are based purely on your game activity. Every time you play, you will move closer to the next level. You can view your progress in the progress bar at the top of the page, or you can head to Personal Area > Levels. Here you can see which level you’re on and how long until you reach the next level. You can never go down in levels, you can only go up!
  • I reached a new level but haven't received a reward. Why?

    Every now and then when you reach a new level, we will add you a reward. The reward will automatically be added to your account, and you will be able to claim it from the rewards section! Bear in mind that this is not after every level up though.

DEPOSIT

  • What methods are available for me to make deposits?

    We offer multiple deposit methods, please check the 'Cashier' page of the side menu to see details of which methods are available to you.
  • I made a deposit but there is no money in my account. Why?

    Certain processors may take longer to process a payment than others. In some cases it can take up to 3 days, or there may be a delay and the funds return back to your wallet/bank balance. In the case funds have been deducted from your account but not credited to your player account, please contact our Customer Support Team and provide us with an official statement showing the funds deducted from your account.
  • When I try to deposit, I receive an error that I have exceeded my limits, but I don't know of any limits. What can I do?

    You can view existing limits on your account by clicking on 'Cashier' in the side menu and then navigating to the 'Responsible Gaming' section.

    Please also remember to contact your Payment Method Provider to check if they have set deposit limits for online casinos on your account.

    If you have not set limits and are unable to deposit, please contact our Customer Support team for further information.
  • Where can I find my transactions (deposits/withdrawals) history?

    You can find your transactions (deposits/withdrawals) history in the 'Personal Area' section of the side menu, under 'Transaction History'.

WITHDRAWAL

  • Why I am not able to make a withdrawal?

    Please make sure to check that you do not have any ongoing game sessions and active bonuses. You can view your active bonuses by accessing the 'Cashier' in the side menu and then navigating to the 'Active Bonuses' section.

    To avoid any delays, it is recommended to upload documentation proving your ID, registered address and ownership of specified deposit methods.
  • Why can I only see 'Wire Transfer' on the 'Withdraw' page?

    If you are only able to see 'Wire Transfer' on the 'Withdraw' page, this means that we are only able to send your withdrawal via this method. For other methods to deposit with, please check the 'Cashier' section for all available options.
  • Why was my money sent through a different payment method?

    We aim to send the money back via your preferred payment method. There may be cases where we are unable to send funds to the chosen method. However, should this be the case, our Customer Support team will contact you.
  • When I try to make a withdrawal, I receive an error message saying to "close all ongoing sessions" but I do not have any games open. What can I do?

    If you are unable to close an ongoing session, please try clearing your Cookies & Cache along with trying to close the game from a different browser/device. Reload the page and click the (X) of the open game, and this will close the ongoing session. If you are still unable to withdraw, please contact our Customer Support team.

MY ACCOUNT

  • When will my account be reopened? I would like to re-activate it.

    If you would like to re-activate your account, please contact the Customer Support team for more information and/or assistance.
  • I would like to close my account. How can I do that?

    If you wish to close your account, you can use our 'Player Limitation' options which can be found on the 'Responsible Gaming' section in the ‘Personal Area’ section of the side menu. Please see the 'Responsible Gaming' section of our 'Terms and Conditions' page for more details.
  • Can I set limits on my account?

    We take pride in providing a safe environment for your gaming experience. You can set your deposit limits under the 'Responsible Gaming' section of the 'Personal Area' in the side menu. You can also set other limits on your account, such as limiting access to your account for specified periods of time. These features can be found in the 'Player limitations' section. Please see to the 'Responsible Gaming' section of our 'Terms and Conditions' page for more details.
  • Why can I not play for real money?

    You can check your current limitations in the Responsible Gaming section under Personal Area in the side menu. If you do not have any limitations and can’t play for real money, please contact our Customer Support Team for further information and assistance.
  • How can I make sure that I play responsibly?

    Please see our dedicated page for Responsible Gambling here.

DOCUMENTS

  • How do I upload documents?

    Just go to the 'Personal Area' in the side menu and click on 'Upload Documents'.
    1. Choose the type of document from the drop down list.
    2. Click on "Choose File" to find the file you want to upload.
    3. Click "Upload".
  • Why have my documents been rejected?

    It is possible that the uploaded documents did not meet our requirements. Please ensure that your uploaded documents are clear, in color, valid/in date and with no cut edges. If you would like to provide these documents correctly and avoid delays, click here for a few tips.
  • How do I know if my uploaded document/s have been received/approved?

    When you have successfully uploaded your document/s to your account, you will receive an automated email from us notifying you that it has been received. As soon as they have been checked, you will receive an email informing you about the document/s status.
  • Why do I have to upload documents?

    All players are required to upload documents to verify the accounts. In order to have an uninterrupted gaming experience, we suggest uploading these, which can be done in the side menu: Cashier - Account Settings - Upload Documents.
  • Can I change my email address on my account?

    If you wish to change your email address and have not yet validated it on your account, you can change it from your 'Account Settings' under the 'Preference' section of the side menu. If you are unable to change it from there, please contact our Customer Support team, providing the reason as to why you wish to have it changed.
  • I have made a mistake when entering my details. How can I correct it?

    You will be able to correct your details in the 'Personal Area' section of the side menu on your account. If there is an error in the details that cannot be edited (which will be greyed out on the page), such as Name, Surname and Date Of Birth, we will kindly ask to upload Proof of ID to have these details corrected.

TECHNICAL ISSUES

  • My game is stuck. How can I close it?

    We're sorry to hear you're experiencing some technical issues! The good news is it should be easy to resolve. If your game is frozen in the middle of a bet, we recommend clearing Cookies & Cache and try to resume the game from a different browser/device. Don't worry, your game and funds will be as you left them when you log back in to the casino again.
  • Where can I find my game history/session ID/game ID?

    Your Game History/Session ID can be found by clicking on 'Cashier' in the side menu and navigating through to 'Play History'. Both your Game ID and Session ID will also be visible on the Game Window itself. It is possible that the uploaded documents did not meet our requirements. Please ensure that your uploaded documents are clear, in color, valid/in date and with no cut edges. If you would like to provide these documents correctly and avoid delays, click here for a few tips.
  • My winnings haven't been credited, why is that?

    One of the possibilities is that you may have been taking part in a tournament, where the winnings are not credited to your account, they go to the leaderboard for ranking purposes. Another possibility is that you may have seen your bonus credit amount. The payout from winning combinations during free spins are added in the 'Bonus Credit' section. The total Bonus Credit is multiplied by the denomination (and if applicable, the coin value) when all free spins are over and is added to your balance. Please check the 'Game Help' section to double check your payout. If you think you should have received a higher amount, please contact our Customer Support team with your Game ID and Session ID for that win.
  • I received a message that I won a certain amount but my account was credited with ZERO instead. Why is that?

    Winnings from tournaments are not for real money. The winnings from these spins will not go to your balance, these will be converted into points which count towards your ranking on the leaderboard of the competition. Based on the ranking, Top Players will receive the prize/s. You can check the leaderboard scores by clicking on the 'Tournament' section of the side menu.

Chat

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Email Us

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Reach us at any time via [email protected]

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V: 1.32.1 All rights reserved. January 2020
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