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    What is our GDPR Statement?

    A new EU regulation will soon come into effect that will impact how personal data of each EU citizen is collected and processed by organisations. The General Data Protection Regulation will come into force on 25th May 2018. The General Data Protection Regulation (GDPR) is expected to set a new standard for consumer rights regarding their data and the companies are required to put systems and processes in place to comply.

    The General Data Protection Regulation (GDPR) is expected to set a new standard for consumer rights regarding their data and the companies are required to put systems and processes in place to comply.

    What are we doing in order to be GDPR compliant?

    We are committed to high standards of information security, privacy and transparency, making all the necessary efforts in our ongoing preparations for the General Data Protection:

    • We are amending our activities and associated policies and procedures as necessary in order to fully comply with GDPR following a thorough assessment, including a new data breach reporting procedure.
    • We are checking our procedures to ensure they cover all the privacy rights individuals have, including access right to their personal data, the right to erasure, portability right or the right to object to some processing activities.
    • We are adding supplementary safeguards in the Data Processing Agreements concluded with our data processors.
    • We are reviewing all our main business partners for compliance with GDPR paying a special attention to our marketing activities providers.
    • We are carrying out Privacy Impact Assessments, as necessary.
    • We are implementing very clear data retention terms for each type of personal data based on the mandatory legal requirements for storing some categories of personal data, as the Anti Money Laundering laws are.
    • Our websites will have new futures for collecting marketing consents, being updated so that customers have the assurance that they will be contacted and treated in accordance with GDPR requirements.
    • All our websites will contain updated Privacy Policy and Cookies Policy clearly identified.
    • All data processing activities are grounded just on lawful basis.

    We have a designed Data Protection Officer and a dedicated communication channel, available for all interested customers: dataprivacy@betssongroup.com

    What is the minimum age for anyone who wants to play at Kroon Casino?

    To open an account at Kroon Casino and play any of our online casino games or bet on sports, you have to be at least 18 years old. If you are a resident of Estonia, you have to be at least 21 years old. If you are younger than the minimum age, access to Kroon Casino will be denied. You can be charged for fraud or for falsifying personal data when you are trying to access our site unlawfully.

    Why do I have to share my personal data with Kroon Casino?

    When you open an account at Kroon casino, we need some personal data from you; for your own security, and because of legislation we must meet as an online casino. The most important reason for us is to check if nobody misuses your personal data, and that your credit is safely and trustworthy in good hands with us. We will also have to check your identity, to see if you are of the legal age of 18 years.

    Are my personal data safely stored and is my privacy guaranteed?

    The personal data you share with Kroon Casino will be kept safe and secure at all times and will only be used to ensure your own safety and provide you with the best possible service. There are strict rules in place at Kroon Casino concerning privacy and data. Personal data will not be shared with third parties.

    Do I have to allow cookies on my computer?

    To identify you properly and provide you with best possible service, we make use of cookies. Our cookie will be saved in your browser during your session on Krooncasino.com.

    Why do I have to provide copies of my documents when I deposit by credit card?

    Every player who deposits with a credit card needs to share a copy of his or her ID. This could be a passport, drivers license or ID card. In addition, Kroon Casino needs a copy of the front and back of your credit card. Some details must be made invisible, so there is no need to fear abuse. By using this procedure, called the KYC-process (Know Your Customer), Kroon Casino strives to prevent credit card abuse and charge backs. If you have a 3D Secure credit card which is marked as secure, the KYC-process will only be applicable for large deposits.

    Why does Kroon Casino verify my address and bank account when I win a big amount of money?

    Kroon Casino has to prevent fraud at all times and make sure that players fill in the correct personal data. If you win a big amount of more than 2,300 euros or if you request a withdrawal of 2,300 euros or more, all of your account data will be verified first. We do this to make sure the money will be credited to the right person on the correct bank account.

    Deposit
    How can I make a deposit?

    If you choose to play with real money in our casino, you can easily deposit via Bank Transfer, VISA, MasterCard, Paysafecard, Skrill or Neteller. Please click on Payments in the main navigation menu and follow the instructions on your screen.

    Can I deposit via Bank?

    Yes, you can deposit via Bank as well amongst Credit Cards, Paysafe, Skrill and Neteller.

    Can I deposit with a credit card?

    Yes, you can deposit in a safe and secure manner with Visa, Visa Electron and MasterCard with the 3D Secure safety system. This system enables secure payments by means of a pin code. Although depositing with a credit card is a safe payment method, we usually advice our players to deposit via Bank Transfer.

    If you are making your first deposit with a credit card, you have to identify yourself and some personal details will be checked by Kroon Casino. Your credit card will be verified, meaning you need to send a copy of the front and back of the credit card and a copy of your passport, driver's license or ID card. The copies are needed to protect your account and your card from abuse.

    The verification is only needed once. In case you use multiple credit cards, please inform us prior to using them. Each individual card will need to be verified separately.

    Can I deposit with Neteller?

    Yes, you can deposit money with Neteller to play at Kroon Casino as well. Unfortunately, it is not possible to receive deposit bonuses when using this method.

    Can I deposit with Skrill (Moneybookers)?

    Yes, you can deposit money with Skrill (Moneybookers) to play at Kroon Casino as well. Unfortunately, it is not possible to receive deposit bonuses when using this method.

    Can I deposit with Paysafecard?

    Yes, you can also deposit with a Paysafecard. Paysafecards are prepaid cards, available with a value of 10, 25, 50 or 100 euros. The card is sold at various outlets. If you need more information about this payment method, or want to find an outlet near you, please visit the official website of Paysafecard.

    Why is my balance (credit) not updated in my casino account?

    Newly deposited money is usually transferred onto your balance immediately. Because the online casino games are in Flash, you may need to refresh your brower in order to see your new balance. If payments have not been added to your account immediately, a time out may have occurred. Please contact the Support Team at Kroon Casino in that case. They will make sure your payment will be completed manually. Whenever you deposit money at Kroon Casino and the amount has been amortised from your bank account, you never have to fear it got lost during the payment process.

    Withdraw
    What should I do when I request a withdrawal?

    Go to the Withdrawal page via My Account, enter the requested details and click ‘Confirm’. It usually takes one working day (24h) for our Payments Department to process your withdrawal and confirm it. After it is processed it can take up to 2-5 working days for the money to reach your bank account. The minimum withdrawal amount is €20. In some cases your identity needs to be verified first due to our legal obligations. If that is the case Kroon Casino will contact you.

    Please take into account that the withdrawal times may vary during weekends and national holidays . If you have not received your withdrawal after 5 working days, please contact our Support.

    What does my Balance include?

    Your Balance consists of your own (deposited) money and in some case also bonus money. The money you find under ‘fixed amount’ is connected to an active bonus.

    Which bank details do I need to provide when requesting a withdrawal?

    Whenever you request a withdrawal, you need to complete your IBAN bank account number, your BIC code (SWIFT code), your full name (first name and last name) and place. Place refers to your current place of residency, as known to your bank (the same address your bank would send your post to).

    How long does it take before a withdrawal is added to my bank account?

    It usually takes one working day (24h) for our Payments Department to process your withdrawal and confirm it. After it is processed it can take up to 2-5 working days for the money to reach your bank account. The minimum withdrawal amount is €20. In some cases your identity needs to be verified first due to our legal obligations. If that is the case Kroon Casino will contact you.

    Please take into account that the withdrawal times may vary during weekends and national holidays . If you have not received your withdrawal after 5 working days, please contact our Support.

    What happens when I cancel my withdrawal?

    If you cancel your withdrawal before it has been processed and approved by Kroon Casino, all amounts that have been requested will be added to your balance again immediately. You can not deposit any money until a withdrawal has been processed, unless you cancel the withdrawal.

    Errors
    Something went wrong while playing a game, what should I do now?

    If something went wrong during the game and this affected the results, or if you doubt the results are correct, please report it at our support as follows:

    Live Casino
    : If you were playing on Live Casino, please click on the icon on the right to view your game history. Find the code that corresponds with the playing round that went wrong. Send your remark with the code to our support. They will now investigate the complaint or error.

    Flash Casino: If you were playing a casino game in Flash (all casino games, apart from Live Casino), please visit the game where the error occured and click on the key icon on the left. Select game history and make a print screen or note the ID number that corresponds with the playing round that went wrong. Send your remark to our Support Team with the print screen attached, or include the code of the playinground. They will now investigate the error.

    When I open a game, the animation keeps showing, but the game doesn’t appear. How come?

    When the game does not appear and you are stuck in the first animation, there could be several underlying issues:

    ERROR 1: Your browser does not support the games or the website.

    SOLUTION: Use a different browser to play in the casino, for instance Firefox, or download the latest version of your browser.

    ERROR 2: JavaScript is switched off in your browser. This prevents Java-actions in your browser, which are needed to view and play the games properly.

    SOLUTION: Check the settings in your browser and select ‘Allow JavaScript’. Your browser should now view all games properly.

    ERROR 3: Flash or Java could have stopped loading the game, because of a (time out) error.

    SOLUTION: Refresh the page.

    How can I delete my browser history (cache)?

    You can delete your history or cache in every browser. The instructions differ per browser. Internet Explorer refers to browser history with their ‘Temporary Internet Files folder’. More information on how to delete the cache in your personal browser, can be found on the website of the browser itself.

    Support
    I have a question, who do I contact?

    If you want to contact Kroon Casino, you can do this by email, live chat or telephone. Our support is available from 9:00 in the morning until 00:00 in the evening.

    Live chat is available from 11.00 hours till 00.00 hours.

    The email address of Kroon Casino Support is: support@krooncasino.com

    The phone numbers of Kroon Casino Support are:

    00356-22603639

    I lost my password, what should I do now?

    If you have lost your password, please click on the link Forgot password?. Follow the given steps.

    To receive a new password you need the email address you used to register and your user name. If you have forgotten either one of those, please contact support. They are happy to help you retrieve access to your account.

    My login attempts fail and I can not request a new password either. What should I do?

    Your account may have been blocked, because it has not been verified yet. This only occurs when you created a new account and you haven’t verified your email address yet via the confirmation email. Please check your inbox. In some cases the email can be found in your spam box.

    Login problems might also occur when you have tried to deposit with a credit card for the first time. In that case, Kroon Casino needs to verify your credit card first, to make sure you are the owner of the card and to prevent that other people using your card unlawfully. Contact our support if you want to find out more about the status of your credit card verification.

    I have a complaint or a suggestion, what should I do?

    Kroon Casino strives to build and maintain good relationships with all of our players. Hospitality and support are very important to us. In case something went wrong and you wish to file a complaint or you have any other remarks, please send your complaint or suggestion to support@krooncasino.com.