Frequently Asked Questions (FAQs)

Why should I register??

We offer new and unique games! It is home to fantastic games that can’t be found anywhere else. Before playing our games for real money you need to register an account. Signing up is easy and completely free.

How do I register?

It’s so easy to join! From the main lobby click on ‘Log In logo’ and then on the “join now” button from here you should simply follow the on screen prompts.

Do I need to provide ID when opening an account?

We use the latest technology to perform necessary security and age verification checks – this means that in the vast majority of cases, we’re able to automatically verify your details. In the event that we’re unable to do this, we may ask you to provide relevant documentation to satisfy regulatory or legal requirements. These items can include, but are not limited to, passport, driving licence and utility bills. We may also need to ask for additional documents at a later date.

Is your site secure?

Your personal information is kept secure at all times. Your password is not visible to anyone including internal staff and should not be disclosed. If you feel that your information has been compromised please change your password and let Customer Support know as soon as possible.
We follow industry-wide best practice to keep your account safe by using the strictest processes to ensure that your details are stored securely and we have implemented strict data protection and storage policies as set down by and regulated by the Government of Gibraltar. These policies also meet UK and EU standards.

How do I deposit money in to my account?

Once logged in, select the DEPOSIT option from the menu on the right side of the lobby. Select your preferred Payment Option, you will be asked to fill in the details for your required payment method, enter the amount you wish to deposit, and simply follow the instructions. Once completed the amount deposited will immediately show on your account and you can use it to play right away. All deposit options used MUST be in the name of the registered player and all transactions are made in GBP.

Are my payments safe?

Yes. We meet requirements set out by Visa, MasterCard and all major Ewallet providers including voucher based payment providers, ensuring that your financial information is safe and secure at all times. Furthermore all card transactions are processed by a global leader in online payments, providing a robust and secure payments system.
Your funds are held in a separate bank account to our company funds and we are not allowed by regulation to borrow money against it or put it at risk in any way.

How do I know whether the games are fair?

Our table and slots games use a Random Number Generator (RNG), which randomly generates results. The randomness is closely and regularly monitored in-house by Markor (Gibraltar) Ltd. experts and has been certified externally by a leading industry independent testing company. NMI is a reputable, internationally recognised, Accredited Testing Facility.

How do I claim my winnings?

Every time you win, your prize will automatically be credited into your account balance. You can withdraw this balance at any time so long as it is £10 or greater, and you have not made another withdrawal in the past 24 hours.

What are bonus funds?

Bonus Funds are considered to be a second account balance although, bonus funds cannot be withdrawn, they are only withdrawable once converted to cash.

Can I withdraw my Bonus Balance?

Each bonus will have a required ‘turnover’ meaning that you must play the deposit and bonus funds through a certain number of times prior to withdrawal. Please note that not all games count as 100% of the required turnover, specific details can be found in the individual bonus offer terms and conditions.
If you attempt to make a withdrawal from your cash balance before you have completed your bonus funds required turnover, you will forfeit the remaining bonus balance on your account.
Please note that low risk wagers, or any low risk play strategy, which we might believe not to be in line with the spirit of the promotion will not count towards the turnover requirement i.e. bets that cover either red & black or odd & even.

Are bonus funds available to play with immediately?

Yes. As soon as your bonus has been credited in to your account it is available for you to play with although your cash balance will always be used before your bonus balance.

Who are we?

Cloud Casino is provided by Grace Media Limited, a company registered in the United Kingdom and licensed by the Gambling Commission (Licence Ref #56784) for customers in Great Britain, and licensed by the Gibraltar Government and regulated by the Gibraltar Gambling Commission (RGL no.125) for non-UK players.