Frequently Asked Questions
We have compiled a list of some of the most Frequently Asked Questions (FAQ's) for your convenience. Should you have any further queries or need specific details, please contact our support team.
Topic
1. Installation
2. Log in
3. Registration
4. Banking
5. Adding more games
6. Security
7. Support
8. Legalities
9. Game play
10. How to play
1. Installation
Maple Casino's software uses state of the art graphics and sound to deliver the ultimate online gaming experience. The initial download contains 5 games: A further 100 FREE games can be downloaded from within the software, whilst playing any of the initial 5 games.
1.1 How do I download the free software?
Click on any DOWNLOAD button to start the software download. Save the file to your hard drive and after a short while you will be prompted to run the software. Please make a note of where you are saving the download file, so that you can install the casino upon completion of the download.
1.2 What do I do once the download is complete?
You are now ready to install the casino software. If you are not prompted to open the file, then double-click on the casino "exe" file, which you will find in the folder that you saved it to. If you don't remember where you saved the file, then click on the start menu at the bottom left of your screen and select "search". Use the casino name as the keyword for your search. When you have found the file, click on it and install the software. If you still have problems, please contact us.
1.3. What is the installation file called?
MapleCasino.exe
1.4 What are the minimum and recommended system requirements?
Minimum requirements:
• CPU: Intel P4 or AMD – 1.5ghz or faster
• Memory: 512MB (640MB if system shares memory with Video Card)
• Hard drive space: 4 Gigabyte or more available
• Graphics card: 64MB memory SVGA, 800x600, 16-bit color 65K)
• Sound Blaster compatible sound card
• Microsoft compatible 2-button mouse
Recommended requirements:
• CPU:Intel Core2 or AMD Athlon II – 2.5ghz or faster
• Memory:2GB
• Hard drive space: 10 Gigabyte or more available
• Graphics card: 256MB memory SVGA, 1024x768, 32-bit color (16-million)
• Sound Blaster compatible sound card
• Microsoft compatible 2-button mouse
IBM Compatible PC (Flash and Viper):
• Internet Explorer 6+, Firefox 3.0.1+
• Flash Player 10+
• Windows XP (32-bit), Windows Vista (32-bit and 64-bit) or Windows 7 (32-bit and 64-bit)
1.5 How do I connect to Maple Casino?
- Make sure you are logged on to the internet
- Double click on the Maple Casino icon on your desktop
OR
- Click the Start button in Window
- Select "Programs
- Select Maple Casino
- Click on the Maple Casino name
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2. Log in
2.1 How do I log in to Maple Casino?
- Connect to the Internet
- Run the casino software
- On the main casino screen, click on the "connect" button.
- When a dialog box appears,enter your account number and password (or register for an account as appropriate. All of our casino's offer you the choice on registration of choosing US$, CA$, UK£, or Euro's €).
2.2 What is my password / account number?
Your password is case-sensitive and must be entered the same way each time you log in. If you have forgotten your password or account number, contact a customer service representative for assistance. Remember to have your registration details handy. In order to comply with eCogra's strict policies on account details, we are only able to provide players account details after positively identifying a player over the phone.
2.3. I forgot my password, what should I do?
In this case contact support and we will assist you to reset your password.
2.4. What if I try logging in and it does not connect?
This is due to a bad or slow connection with your Internet Service Provider. Disconnect and reconnect to the Internet and try again.
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3. Registration
3.1 How do I register at the Casino?
- Connect to the Internet and run the casino software, first making sure that all your other applications are closed.
- When the casino's main screen becomes visible, click on the "Connect" button, then on the "Register" button.
- You now need to register as a Guest or Real player. Following the prompts, enter your e-mail address and contact details. You will be required to enter a password of your choice. Note that your password is case sensitive. All of our casino's offer you the choice on registration of choosing US$, CA$, UK£, or Euro's €
- Once registration is complete, you will be given a player account number. Keep your account number and password in a safe place. You will use them to access the Casino each time you wish to play.
- You will be asked if you want the software to remember your password. Select "Yes" if you are the only person to have access to the software.
3.2 What is the minimum amount of gaming credits I need to purchase?
In order to start playing online, you will need to purchase CAD$10 worth of gaming credits.
3.3 I want to play for free but I am asked for a credit card - why?
You have opened a Real account - contact a customer service representative for information on how to open a guest account. Guests are allocated Guest accounts that do not require real money.
3.4 Do I pay to play as a Guest?
No, guests are allocated Guest accounts that allow them to play for FREE!
3.5 For how long will my Guest account be active?
Guest accounts never expire. You are welcome to remain a Guest and play as often as you like.
3.6 Can I purchase more casino chips in Guest mode?
No, unfortunately it is not possible to buy guest credits. If you run out of guest credits you are more than welcome to try our games in the real money mode and win real money.
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4. Banking
4.1 Are my transactions secure?
Yes. Maple Casino uses 128-bit SSL (Secure Socket Layer) Digital Encryption to protect the details of your electronic transactions over the Internet. This is the Internet security standard for online transactions as demanded by major financial institutions. All Credit Card transactions at Maple Casino are facilitated by PROC-CYBER-SERVICES, the Internet's premier electronic cash merchants. Their Services offer safe and secure e-cash, which Maple Casino is proud to be able to accept as a means of purchasing tokens. The banking facility is only available to Real Players i.e. players who wager with real money as opposed to Guest Players, who play for fun.
4.2 How do I purchase credits?
There are numerous ways to purchase casino credits at Maple Casino. Neteller, Visa Debit Card or the Master Maestro Card, Wire Transfer, Citadel, UseMyBank (Canadians only). Please note that certain payment methods are only available to certain players at selected casino's playing in specific currencies/countries. For details of all of these methods, please refer to the banking section.
If you have any queries with regards to banking, please contact our support team.
4.3 How do I cash-in my winnings?
Please note that it is not necessary for you to cash in your winnings at the end of each session: your account can be left with a positive balance, and will be automatically saved by our server. These credits will be available for you to use the next time you log on to Maple Casino.
There are numerous ways to cash-in your winnings. For details of all of these methods please refer to the banking section.
4.3.1 Reversal of a Cash-In Request
If you request a cash-in and change your mind and wish to continue playing with those credits, you may request a reversal of the cash-in within 24 hours. Please simply go back to the cash-in software and follow the "cash-in reversal" instructions
4.4 What fraud prevention measures are in place?
Maple Casino plays an active role in fraud prevention and detection. We aim to ensure the integrity of customer accounts as well as payments made to customers. Maple Casino employs a variety of appropriate security and fraud controls, to oversee every transaction. Customers are required to supply proof of identity, copies of their credit cards, a signed purchase history of their transactions and /or other appropriate documentation particularly when attempting to cash-in credits. This ensures that e-cash deposits and redemptions are not fraudulently transacted.
4.5 How can I view my account?
You can use CashCheck to see just how your account with your casino of choice stands. All deposits and cash-ins can be viewed through this feature.
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5. Adding more games
5.1 How do I download more games?
Selections of some of the most popular games are included in your initial download. To download more free games, just keep playing at the casino and the rest of the games will download in the background without interfering with your play. If there is a specific game that you want to play, but it is not immediately available, click on the game icon. This game will begin downloading immediately. You can close the pop-up box that appears and continue playing other games while you wait for your chosen game to be downloaded. You can monitor the download progress by watching the progress bar that will appear across the game icon.
Please note that the download time is dependent on the speed of your Internet connection.Maple Casino will also download new games and upgrades during normal play. These downloads are however small and are only carried out during periods that the link between your computer and the Casino's servers is inactive, such as the time between reel spins in a slot machine. As your game play takes priority you should not even notice that these downloads are in progress.
To begin multiple downloads, click on the button of the game that you require and then click "Cancel". The game's progress can be monitored via the progress bar that appears over the game button. Clicking on the next game button will start another download. You will notice that the game button in question, as well as the previous game button, has progress indicators. The game specified by the last button clicked will receive preference and download first.
5.2 Why does it take so long to download new games?
The number of games you have selected, your Internet connection, and conditions of your Internet Service Provider's (ISP) network all affect your download time.
5.3 What if I get an error while downloading further games?
If you encounter any errors while downloading further games, call a customer service representative toll-free. We're on call 24-hours a day, 7 days a week.
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6. Security
6.1 Is my credit card number safe in your hands?
Yes, your personal Real Account number and password must be supplied prior to any credit card transaction. Particular details are also requested in order to purchase credits at the casinos. Maple Casino guarantees secure data transfer during any transaction and undertakes never to disclose any credit card information or other information to any other company.
6.2. How safe is it to give my credit card details over the Internet?
Maple Casino uses state-of-the-art encryption technologies which ensure that your personal and card information is protected at all times.
6.3. Are my account number and password safe?
Yes. The casino software uses 128-Bit encryption when data is transferred over the Internet. Each player is issued with a unique account number and players choose their own password, which they alone can access.
6.4. Can I register a credit card at the casino that is not in my name?
Maple Casino does not allow players to register credit cards of which they are not signatories. These measures are taken to protect you, the player, and your credit cards and account. If another person would like to play in our casino via your PC, we recommend they open their own Real Account.
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7. Support
7.1 What do I do if I need technical assistance?
This casino provides free, 24-hour toll-free and e-mail support to all casino players. Contact us 24-hours a day, 7 days a week if you have any questions, queries or suggestions. Our operators are standing by.
If you have any queries, please contact our support team.
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8. Legalities
8.1 What is the minimum age required to play at Maple Casino?
Casino play is available only to persons older than 18 years of age, or the legal age of majority in their jurisdiction, whichever is the greater. Minors may not under any circumstances play at this casino.
8.2 Is Maple Casino legal?
Yes, Maple Casino operates under the licensing jurisdiction of Malta.
8.3 Is the information secure?
One of Maple Casino's highest priorities is security. To be able to provide the highest privacy available we use Microsoft's SSL4 protocol with 128 Bit encryption. With the combination of Firewall technology, the system allows the highest security and integrity for all the information that passes to and from our server.
These precautions prevent access through third party. Apart from regular reports, which are sent to our customers via email, we strongly recommend all our players to make the full use of our online Statements and Playcheck reports. This will help you to keep track at your end.
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9. Game Play
9.1 What are my chances of winning?
All our games are run by "Microgaming's Random Numbers Generator" which is independent from any other part of the system. The Casino's are checked on an ongoing basis by independent auditors, one of the world's leading major auditing companies.
We would like to mention that all card games are held with 1 pack of cards shuffled, with every new game.
9.2 What happens if I lose my connection to the gaming server?
If the gaming server resolves the bet during the loss of your Internet connection, it will refresh your credit balance with the outcome of the bet. If it does not resolve the bet during loss of the Internet connection, it will present you with the unfinished bet the next time you select the game that was being played when the loss occurred.
9.3 Why do the slot wheels just keep spinning and don't stop?
This is caused by Internet traffic. The signal from the server is not being relayed to your software, so the slot wheels just keep spinning because they have not received the signal telling them when and where to stop. If you close the program, you will be refreshed to the last known position.
9.4 Why does the Roulette ball just keep spinning and doesn't stop?
This is caused by Internet traffic. The signal from the server is not being relayed to your software, so the roulette ball just keeps spinning because they have not received the signal telling them when and where to stop. If you close the program, you will be refreshed to the last known position.
9.5 Why do the cards not flip over during a hand?
This is caused by a bad or slow Internet connection. The gaming server will hold the wager until it can resolve the bet.
9.6 How can I view exactly what cards have been dealt?
Playcheck is the result of revolutionary new technology developed to allow players to view their complete betting history online at Maple Casino. For the first time, players can see exactly what cards were dealt, where the ball landed and how the reels lined up. PlayCheck allows you to review your last 72 hours of play - wager by wager. This allows our players to check on the accuracy of the software. PlayCheck is updated every 45 minutes.
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10. How to play
10.1 How Do I Open an Account?
Opening an account at Maple Casino is as simple as these 5 easy steps:
- Click on any FREE DOWNLOAD button to save our free software to your computer. The most popular games will be included in the initial download. Additional free games are also available.
- Once the download is complete, install the software on your PC.
- Make sure you're connected to the Internet.
- Run the software and click on CONNECT. You will then be prompted to register online. You can register to play for FREE or with REAL MONEY.
- To register you will have to enter your e-mail address, contact details and a password.
Once registration is complete, you will be given a player account number. Make a note of your account number and password and keep them in a safe place, as you will need them to access the casino each time you wish to play.
10.1.1 Guaranteed Security
Maple Casino offers its players complete security in their dealings with the casino. All transactions across the Internet are encrypted using state-of-the-art 128-bit encryption technology, and games in progress are saved if the link between player and casino is interrupted for any reason.
10.1.2 Fairest odds and loosest slots!
Maple online casino is proud to offer only the fairest games to its players. Our payouts are reviewed by independent auditors. For the latest payout percentage reports.
10.2 Exciting competitions and prizes!
Exciting competitions and prizes for the Dealer's challengers are here for you! Maple Casino members enjoy FREE participation in all the competitions run by the casino. The Dealer will be in contact via e-mail to inform players of upcoming competitions and promotions.
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