Frequently Asked Questions

We are ready to help you with any questions you may have concerning your casino experience. You can contact us by email at [email protected], by phone + 1 855 721 7219, or via Live Chat.

General
Can I have more than one account?

Supernova Online Casino allows only one active account per person/household in the Casino. Creation of more than one account can result in your winnings being voided, and all your accounts being terminated.

Can my husband/wife/partner/family member also have an account in Supernova Online Casino?

You are only allowed to have one account per household, per address, per computer and per IP address. If more than one person in your household has an account, you risk any winnings being voided, as well as being banned from the Casino. For more details, please check at the Customer Support Desk via Live Chat.

What time zone does Supernova Online Casino operates on?

Supernova Casino operates on Eastern Standard Time.

Promotions
How do I get my bonus?

You can check available promotions and claim your bonus in the "Cashier" section. Please note that bonuses may only be claimed on deposits that have not yet been played. It is advisable to use the coupon before making your deposit to enjoy the desired benefits. Please, contact the Live Chat support to check about the best promotions available at the time of placing a deposit.

I never received my bonus. What can I do?

There are many reasons for a bonus to fail to claim. If your bonus did not claim, please come to Live Chat before you start to wager on your deposit, and one of our friendly customer support representatives will assist you. Please also note that the bonuses cannot be added retroactively.

I took a bonus and can’t access the games I want to play. Why?

Please make sure to check the T&C of the bonus prior to claiming it, as bonuses apply to particular games only. Additionally, such games as baccarat, craps, and pai gow poker are ALWAYS restricted when a bonus is active on your account, unless otherwise stated in the bonus conditions. For more details and selection of the best bonuses for you, please contact the Customer Support Desk.

When the bonuses are valid?

Regular monthly bonuses are valid throughout the whole month they are issued for. Special promotions might be valid on particular days, as specified in the details of the bonus in question. For more details on specific bonuses, please make sure to check with the Customer Support Desk via Live Chat.

What is playthrough / wagering?

Wagering is the total amount of bets that you will need to place in order to convert bonus money into real money. For more details about each particular bonus, please search for the Bonus Terms in the “Bonuses Terms and Conditions at Supernova Online Casino” paragraph in Terms and Conditions part on the website or contact the Customer Support Desk via Live Chat.

What is max cashout?

Some bonuses come with a maximum cashout limit. This means that once you win, you can only withdraw up to the maximum cashout value, as determined by the bonus conditions. Thus, once the playthrough of the bonus is met, then if you have a balance over the allowed max cashout limit, the system will automatically set your balance to the max cashout limit.

Deposits and Withdrawals
How do I make a deposit?

Deposits can be made in the Cashier via Credit, Debit or International Prepaid Card. There are also alternative payment options available depending on the player’s location. All the available methods are reflected in the Cashier. There might be some additional methods to be used for the VIP classes; please contact the Live Chat support for more details.

How do I withdraw my money?

Before you can withdraw funds from your casino account, you need to submit the list of required documents; the full list can be found here on p.6 of the Withdrawal Procedure at Supernova Online Casino. After the documents have been approved by our Finance Department, you can request your withdrawal from the Cashier via bank wire.

How long will it take for me to receive my withdrawal?

It takes up to 4 business days to approve the documentation required for the withdrawal – please consult point 6 of the General Terms and Conditions at Supernova Online Casino. Once the documents are approved, it takes up to 3-7 business days to process the withdrawal for the client from the playable account. Once the withdrawal is approved, the player will receive an email with details about the withdrawal status; please note that it might take up to 3-7 business days for the money to appear on the bank account or credit card, starting from the moment of withdrawal approval; this is due to the fact an international transfer of funds is necessary. Due to 3rd party processing limitations or policies, the withdrawal amount paid or processed to players on a weekly or monthly basis may vary. Please contact the Customer Support Team for more details.

My withdrawal was denied. Why?

Please note that your withdrawal might be denied due to various reasons: the player’s account has been inactive for over 30 days period; withdrawal was processed in installment, etc. Please contact the Finance department by email for more details: [email protected]

Technical
I cannot log in. What happened?

There are a couple of reasons why you would not be able to log in. The most common login issue is incorrect login or password – passwords in Supernova Online Casino are case-sensitive, so it is advised that you ensure your Caps Lock key is not active. If you are positive that you are entering the correct information, please contact our Customer Support via Live Chat for assistance.

I can’t remember my password. How can I reset it?

You can reset your password using the Forgot Password option on the downloadable or Instant Play version of the Casino. You may also contact our Customer Support representatives either by Live Chat or by the phone number and have your account verified for the password resetting on the Support side. You will receive a temporary default password, which you will need to change on your side in the Cashier, once you log in to your player account at Supernova Online Casino.

I am not receiving emails Supernova Casino sends me. Why?

Many email servers block emails from your inbox that may seem suspicious. Often, the emails from Supernova Online Casino can be found in the spam/junk folder. Some email providers block the email at the server level, so the email never reaches your account. In order to stop this from happening, you are advised to add all of Supernova Online Casino's email addresses to your address book and/or safe senders list.

Can I play on a MAC?

Please note that you can only play the Instant Play version on a MAC PC, as the downloadable version would not be available (the downloadable software is compatible with Windows only).

What happens if I suddenly get disconnected while I am playing online at Supernova Online Casino?

If you get disconnected while playing, the platform will remember where you left off and will reconnect you at the same spot. All the bets and winnings will remain and will not be lost at this point. Please make sure to log back in with the same device you used before, as otherwise you might not be able to finish the bet you had. For more details, please contact our Customer Support Representatives via Live Chat.

How can I be sure the games are fair?

We guarantee fair play at any time and for any game chosen through the use of a Random Number Generator (RNG). This known system guarantees absolutely random results, and has been widely tested by running hundreds of millions of game rounds.

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