Help & FAQs – My Account

I have forgotten my username and password, what do I do?

Entering an incorrect password can often result in an ‘unable to validate password’ code. As passwords are case sensitive, check to ensure your Caps Lock is off. If your troubles persist, select the ‘forgot password’ button and a new password will be issued to the e-mail address as listed on your CasinoFloor.com account.

Who do I contact if I have questions about my account?

Please contact CasinoFloor.com Customer Service support@casinofloor.com

What do I do if I no longer want to use my account?

For closing your account please email CasinoFloor.com Customer Support at support@casinofloor.com

How do I change my password?

You can change you password by using the forgotten-password link at the top of all the CasinoFloor.com pages.

How do I change my registered email address?

At this time you cannot personally change your email address but if you can show good reason for the email address change, please contact CasinoFloor.com Customer Support for any changes to your account details. Please contact support@casinofloor.com

Is there any way I can check my account activity?

You can check your account activity by going into ‘my account’ once you have logged in,  or you can contact CasinoFloor.com Customer Support for any information.

Is it possible to change my username?

You cannot change your player name once you have submitted to your your CasinoFloor.com Account. This is for security purposes since changing the Player name can disrupt the system data and raises security alerts.

Who can I consult if I think I have a problem with my gambling?

Participating in online gaming is exciting, fun and potentially profitable for those that chose to play. However, CasinoFloor.com is aware of the possibility of gaming abuse and the repercussions it could have on an individual. Because of this, CasinoFloor.com takes every precaution to ensure that our products and services are used only by those who have legal right to do so. Under no circumstances are any gamers allowed to play for real money unless they meet the minimum age requirement of 18 or the standard legal age to participate in online gaming in the country of their residence.

What happens after my self exclusion period is up?

Once the time limit you selected for self exclusion is up you can contact CasinoFloor.com Customer Service to open your account.

How can I self exclude?

You can self exclude by going into your CasinoFloor.com account, there you will see the self axclusion tab, when you press the Block my account button, you will automatically log out of the CasinoFloor.com site. The login will then only be possible after the expiry of the access limitation period you selected.

Can I cancel self-exclusion?

You cannot open your account until the time period you selected for self exclusion is completed.

I am not getting a response to my questions when I e-mail the Support Team?

We aim to reply to all customer service e-mails within 24 hours. As some require more detail and investigation of an issue, response time may vary based on the nature of your inquiry. You will receive an e-mail confirmation from CasinoFloor.com when we have received your inquiry, to let you know we are working on an answer. If you find that you are not receiving the confirmation e-mail promptly after submitting your inquiry we would suggest that you have a look in your Junk Mail folder. CasinoFloor.com does not engage in the act of sending unsolicited e-mails however some aggressive mail filters may mistakenly identify our e-mails as spam and treat them as such.

What are the minimum and maximum stakes allowed?

Maximum stakes vary according to the event. If you try to place a bet greater than the maximum limit, you will receive a message telling you the maximum amount that you are permitted to bet on that selection. We do not have a minimum stake limitation.

What are single bets and multiple bets?

Single bets involve just one selection; a multiple bet requires more than one. The more selections you link together in a multiple (e.g. all the home teams in a round of the Premier League), the more you can win – but of course it is much harder!

How many selections can a multiple bet contain?

The maximum number of selections we allow in a multiple bet is 10.

How does handicap betting work?

For detailed explanations of handicap betting (1×2 with Handicap and Asian Handicaps), visit the Betting Explanation section here.

What happens if a match is postponed?

Check the rules for that sport. Some sports require the match to be played on the same day for bets to stand, bets in other sports may remain open until the match is completed or officially abandoned.

Why has my winning bet not been paid yet?

CasinoFloor.com require official results to be declared before markets can be settled. Sometimes online sources such as live score sites can be incorrect so settlement may be delayed until results can be confirmed.

I’ve changed my mind, can I cancel my bet?

No. Once you have confirmed your bet and it has been accepted by our server, bets cannot be cancelled.

Where can I find a record of my bets?

Your betting and transaction histories can be found under “My Sportbetting Account” when logged into the CasinoFloor.com website.

Why are winnings calculated differently on UK odds?

In calculating winnings, we use decimal (EU) odds as they are most accurate. UK and US odds are only for display purposes as some decimal odds do not correlate to a simple fraction.

Betting is becoming addictive for me, what can I do?

Betting with CasinoFloor.com should be an enjoyable pastime for everyone, but for a small minority of people, it can become addictive and create problems. Information regarding gambling addiction can be found via Responsible Gambling.