FAQ

SuperGame.be is a safe and secure online casino with many years of experience in the online and offline gambling industry. Please read our FAQ’s before contacting our helpdesk with any questions/suggestions. 

How do I create a free account at Supergame.be?

Click on ‘registration’ – fill in the personal data, tick the remark “21 years older” and submit. You will receive a confirmation mail in your private mailbox with activation link, click it to finish registration. The free player account is now available for you to play all games in demo (play money).

How do I play for real money?

If you would like to play for real money, click “deposit” on the right top of the page.  This will quide you to the deposit page, where you have your choice of payment providers. Select your payment provider, amount and if you wish, your bonus. After that, just click ‘submit’. You will become ‘cash player’ as soon as your first deposit is done and you will be able to play for real money on Supergame.be.

Why should I validate my account?

It is forbidden for a player to have more than one account on SuperGame.be. To be able to verify this, every player account should be validated by copy of identity or an other official document which mention name and address (maximum 3 months old).

Which documents are needed to validate my account and how do I do this?

– Front/Back of your identity card

– One proof of residence (an invoice for electricity, health insurance sticker, gas, telephone or or any other official document showing your name, address and date. The document should not be older than 3 months. A sticker of your mutuality is acceptable too.

You can send your documents to SuperGame.be:

Directly from your account on SuperGame.be: Go to My profile -> Profile -> Documents. Here you can directly upload your documents.

By email: Send us the demanded documents to helpdesk@supergame.be with mention of your nickname (pseudo) and email adress.

(We accept only PFD, JPEG and PNG format of maximum 2MB)

What about minimum age for playing at Supergame.be?

To be able to play on a online casino site, it is needed to follow the law of your country. In Belgium, minimum age is 21 years. It is impossible to subscribe for SuperGame.be at a younger age.

Can I have more than 1 account on SuperGame.be?

No, you can not. Every player can have 1 account for every gaming website in Belgium. Abuse will lead to a blocked account.

Which professions are forbidden to play?

In accordance with legislation, notaries, magistrates, bailiffs and members of police, may not gamble. Therefore, they may not subscribe on this online game site. Be shore to follow the law in your country and not to practice any of the above mentioned occupations.

On which gaming site can I play, being a Belgian?

Since January the first, 2011, a new law is operative for Belgian online game industry. It obligates them to, when accepting Belgian players, to dispose of an official Belgian license. SuperGame.be dispose of such a license (license B+8543) and is therefore entirely legal.

Being Belgian, you will break the law if you should play on a gaming site who is not allowed by the Belgian Gaming Commission, with possible prosecution. If playing on an illegal gaming site, you’ll risk a blocking account by authorities and therefore, you’ll not enjoy the benefits of different protections obligatory by the Belgian game commission, as the control of maximum loss per hour.

Is SuperGame.be a legal online game site?

Yes, Supergame.be operates under the authority of Belgian Gaming Commission. This means that Supergame.be holds a Belgian gaming license, which permit us to offer online games Class II (license B+8543).

This site also respects the principles” interests of our players”, imposed by Belgian gaming commission (for example max loss per hour or the control of payment rate).

What games can you find at Supergame.be?

The games, on this legal Belgian online website, are the same type of games authorized in Belgian playgroups (class II- gambling). These games can be divided in 4 categories:
• Online Dice (dice games)

• Online Roulette

• Online Blackjack

• Online Video poker

This online game site offers you the well known Dice Games. Dice Games such as Super Wheel’s, Wheel of Antwerp and Tornado Dice are very popular among the Belgian online casino’s. This games operate by the same principle a Dice Spinner, Deal or No Deal, Dice Runner, and similar.

How do I change language of the games Roulette, Blackjack and Video poker?

You made a choice at registration, this language of the above mentioned games is based on that choice. It is possible to change this at any time, simply by clicking on the language desired on top of the page, on the right.

It is not possible to start a game / page is blocked and mentions “LOADING GAME”.

If it is not possible to start a game, of the page is blocked and mentions “LOADING GAME”, maybe you’ll need to update the version of Flash Player. A download and installation of this update, should resolve this problem. Furthermore, the browsers Google Chrome or Mozilla Firefox will give you a maximum ease of use.

How does a mystery work?

When winning a Mystery, the next spin will be at a maximum gain. An example to explain: When playing a stake of 1 euro, the pay table will look like this:

100pts ->  € 2.00
300pts -> € 6.00

 

1000pts -> € 100.00

When playing a Mystery game, the pay table will look like this:

100pts -> € 100.00

 

300pts -> € 100.00

 

1000pts -> € 100.00

What about Bonuses and its limitations?

Dice games and dice slots can be played for free with bonus money. On several occasions you will receive bonuses, e.g. when you register or make a first deposit. Every bonus you are entitled to is automatically carried out by us. You do not have to do anything (example: You are entitled to a deposit bonus of 100% -> You deposit 5 euro and we will add automatically the extra 5 euro to your account).

Bonus money can only be used to play dice games or dice slots. You can play the games for free, win money and cash out your winnings. However, the bonus money can not be withdrawn. After you withdraw money from your account. Your bonus money will be lost. Our bonuses are not cumulative.
Sign up Bonus
After signing up you will receive a € 10 sign up bonus, which you can use to play dice games and dice slots for free.

100% deposit bonus
We will double your first deposit (maximum of 250 euro). If you deposit 15 euro, you will get 15 euro for free.

How does Supergame Loyalty Bonus system work?

For every 1 euro stake you’ll play on our Dice Games or dice slots, you’ll receive 1 Supergame basic point.
You will be able to increase your Supergame status with basic points you collected during one calendar month. The higher you status, the sooner you will earn points, because you are rewarded with Supergame bonus points. You will keep this status until the end of the next month.
You will be able tot collect Supergame basic points, as well as Supergame bonus points, in order to exchange them for a bonus of € 10. For every 10,000 Supergame points you will get a bonus of € 10. As soon as you have the amount of points needed to make a trade, push the button “exchange for bonus”. You can check your Supergame status at My profile > Profile > Loyalty.

I have received a code for Free Spins. What now?

To exchange the code for free spins sign in and go to – bank – deposit. Choose voucher/coupon, fill in the promotion code and confirm.

The voucher/coupon is valid for a limited time. If the code is filled in correctly, the Free Spins will automatically be added to your account. You will find the Free Spins on top of the website (homepage) under your name.

The Free Spins can be used for 1 game, sometimes for more then one game. By clicking on your Free Spins on top of the website, you will open automatically the game where they can be used.
The Free Spins can be used for 1 game, sometimes for more then one game. By clicking on your Free Spins on top of the website, you will open automatically the game where they can be used. Free Spins can be used for a bet of € 0,25.

How to make a deposit at SuperGame.be?

To do a deposit please click in the right corner on Bank > Deposit.

You can make a deposit by one of the following payment methods:
• Bancontact

• Visa via HIPAY Wallet

• Mastercard via HIPAY Wallet

• PAYSAFE CARD

• IDEAL

Can I use my credit card (Visa/Mastercard) to deposit?

The Belgian Law does not admit us to accept a direct deposit by credit card. However, you can use your credit cards to load the electrical wallet HIPAY, and use then your HIPAY account to make a deposit. A deposit by BANCONTACT proceeds easy and you’ll be shore to have your money immediately at your disposal.

Is my money safe at SuperGame.be?

Yes. In contradiction to illegal websites, who often work around all controls in a financial paradise, Supergame.be respect the Belgian Law. Supergame.be works under control of the Gaming Commission en is based in Belgium. The money deposited in your account will remain safely in Belgium.

I made a deposit, but the balance does not change on the website.

If the transaction was not successful, your banking account will not be debited. However, if you establish that your bank account has been debited, do not hesitate to send us a bank statement. To avoid these problems next deposit, we advice you to clear the memory of your browser, or to use another browser(for example Firefox).  If this problem remains, thank you for contacting us, accompanied by a detailed explanation about the problem (for example: error, or the page where the problem occurs).

What about deposit problems?

For all problems regarding deposits of money, please contact the service that provides the payment.

For Hipay, please contact 02/888.89.40, Monday until Friday, 10.00 AM to 6.00 PM. It is also possible to contact them by e-mail(contact@hipay.com). Describe as detailed as possible the nature of your problem. This way, it is possible for them to determine the reason of your problem and resolve it.

For problems concerning Bancontact or Ideal, please contact DocData on +31(0)343-530030, Mondays until Fridays, 09.00 AM to 5.00 PM. It is also possible to send them an e-mail at support@docdatapayments.com, with a description of the nature of your problem.

You can contact PaySafe on (00800 0729 7233) Mondays until Sundays, 10.00 AM  to 10.00 PM.

How do I make a withdrawal?

Go to the top of the page, on the right, and chose Bank > Withdrawal > Withdrawal method > amount > Withdraw.

Before making a withdrawal, you are required to have made a first deposit of at least 5 euro. Without having made a first deposit, it is not possible to withdraw money.

How long will it take before a withdrawal will be on my account?

A withdrawal will be processed within 2 working days, starting the day after the demand. Depending your bank, it will take another 1 to 3 days before the money is available at your account. The time needed, from your demand until the moment the money is available on you account, will be between 2 and 6 days.
You can deposit money while you are waiting on aproval of your withdrawal. You can cancel your withdrawal by going to Bank > Withdrawal and then click on cancel withdrawal.

Why should I make the transaction to my personal bank account?

We advise you to always use your personal bank account. Otherwise it is possible transactions will be refused by our bank because the account is not on your name.

What times can I reach the helpdesk?

For all questions and problems, thank you for contacting our helpdesk by email, Mondays until Fridays, from 09.00 AM until 11.00 PM and Saturdays and Sundays from 1.00 PM until 11.00 PM. Every day you can also reach us by life chat from 4.00 PM until 5.00 PM and from 8.00 PM until 9.00 PM.

What if I do not own a scanning device?

If you do not own a scanning device, it is possible to take a picture of the documents we ask. Make shore the information is legibly.

How to change my email address?

To guarantee the safety and confidentiality of our website, we ask you to send us a copy recto/verso of your ID. This way, we can verify your identity, then change your email address. Remember to mention old and new email address.

Why has my account been blocked?

We analyzed your account, and established abuse of general terms of use, concerning submitting more then one accounts and/or abuse of bonus. Therefor, we are forced to block your account definitive.

What if I get addicted?

A game should be fun and detention. If you suspect to have an addiction for gaming, it is possible for you to let yourself be forbidden to enter casino’s and amusement parks, temporary or definitive, with this form. It will be impossible for you to play for real money on any online Belgian Game site, Casino, or Gaming room.

What about honesty?

The payout percentage is over 96,8%, for all players and daily winners. We have a license class B, and are under the control of the Belgian Gaming Commission.

SUPPORT

Minmize help

Customer Service

If you have any questions please check our F.A.Q. section, many answers are found online. If your question isn’t found in our F.A.Q. section please get in touch with us via our contact form by clicking on the button below.

If you wish to make any amendments to your SuperGame.be account, please log in before sending your request. This is for security purposes and also ensures that your query is dealt with effectively and promptly.

 

SuperGame Helpdesk

How do I create a free account on SuperGame.be?
Click on “join”, fill in all your personal information, enter your age in the box and submit. You will receive a confirmation e-mail with an activation link which you have to verify to finalize your registration. Your free account is now available for you to play all our games in demo mode (play money). Note: Make sure that all the personal information you give us is correct, as most data can only be changed by our support team. This may make it impossible to play or withdraw your winnings.
How do I play for real money on SuperGame.be?
If you wish to play for real money, click “Bank” on the top right of the page. This will open a form where you have to fill in some more personal information such as address and telephone number. After confirming you will be directed to the section where you can make deposits. Once you make your first deposit you will be considered a “cash player”. At this moment you can play for real money as well as withdraw your winnings on SuperGame.be.
Why do I have to validate my account?
Every player can only have 1 (one) account on SuperGame.be In order to verify this account you should be validated by sending in identification documents. Validation is also required when making a withdrawal. When validating your account you are also eligible for our Validation Bonus of 10 free spins!
Which documents are needed to validate my account and how do I get them to you?

To validate your account we will need following documents:
– A copy of the front and back of your ID card or a copy of the profile page of your passport
– Proof of residence: This can be an electricity, gas, telephone,… bill or any official document that shows your NAME, ADDRESS and DATE (NOTE: NOT older than 3 (three) months)
– A copy of your creditcard front and back (NOTE: As security make sure you blank out the middle 8 digits on the front and the 3 digit security code on the back of the card), where applicable.

You can send these documents in two ways:

Via your account in “My Profile” – “Profile” – “Documents”, where you can upload your documents to us (JPG, PNG or PDF only, max size 2 MB)

By e-mail: Send us the requested documents to helpdesk@supergame.be, mentioning the e-mail address of your account.

What is the minimum required age to play on SuperGame.be?
The minimum age to play on SuperGame.be is 21+, unless otherwise stated by your country’s legislation. If you are younger then 21+ you are not allowed to play for real or play money on SuperGame.be.
Can I have more than 1 (one) account on SuperGame.be?
No it’s not possible to have more than 1 (one) account on SuperGame.be.
Any abuse of this rule may result in your account(s) to be closed immediately.
Is SuperGame.be a legal online casino game website?
Yes, SuperGame.be is an official casino and owns a license from the Belgian Gaming Commission, License B+8543.
What games can you find on SuperGame.be?

Casino Games: Roulette, Baccarat, BlackJack
Live Casino Games: Roulette, Baccarat, BlackJack
Slot Games
Skill Games
Sports Games
Virtual Sports Games
And many more…

I can’t start a game/game is frozen on “Loading Game”, what must I do?
If you can’t manage to start a game or the game is frozen on “loading game” it is possible that the version of Flash Player on your computer is out of date. Downloading and installing an update of this software should resolve the problem. It is also advised to use a browser like Chrome or Firefox to reduce the chance of an issue.
How do mystery games work?

When you win mystery games your next game will be at maximum profit. The following example will explain this:
When you play at € 1,00 stake, the prize table will look like this:

1,000 pts – € 100,00

300 pts – € 6,00

100 pts – € 2,00

When playing a mystery game yet, the prize table will look like this:

1,000 pts – € 100,00

300 pts – € 100,00

100 pts – € 100,00

I made a deposit but it doesn’t get added to my account balance.
If the transaction wasn’t successful your bank account won’t get debited. However if you notice that the funds have left your account but don’t get added to your account, do not hesitate to send our support team a copy of the bank statement. To avoid these problems on your next deposit, we advise you to clear your browser’s cache or use a different browser (Chrome, Firefox,..). If the problem persists, don’t hesitate to contact our support team with a detailed explanation of the problem. For instance: bank statements, screenshots of the error message that you get or the page where the problem lies.
At what times can I reach the SuperGame.be helpdesk?

Our Customer Support Service will be provided from 9.00 to 23.00 CET every day, except on Christmas Day – Eastern Day and 15th August.

Next to normal support times we also provide live chat sessions in the following languages and times:
MON-FRI WEEKEND
ENGLISH 12:00-22:00 CET 12:00-18:00
DUTCH 12:00-17:00 CET NO
GERMAN 19:00-22:00 CET NO
FRENCH 19:00-22:00 CET NO
POLISH 12:00-17:00 CET NO
SPANISH 19:00-22:00 CET NO
At all other times you can always send us a ticket or an e-mail and our support team will process them as soon as possible.

What if I don’t own a scanner to send you my identification documents?
If you don’t own a scanning device, you can also use your camera or phone to take a picture of the documents that we request. Very important is that the photo’s are very clear and legible, a good idea is to open them on your computer to check, before sending them to us. Don’t forget to mention the e-mail address of your account together with a brief message.
How do I change my e-mail address or other personal information in my account?
In order to guarantee the safety and confidentiality of our website and our players, they are limited into which data they can change themselves. This to prevent for instance: account stealing.
For that reason you will have to send us your identification documents. Once we receive the correct and legible documents we will make the necessary corrections to your personal data.
Note: In case of erroneous e-mail address, don’t forget to give us the old and new address.
Why has my account been blocked?
After analisation of your account we have come to the conclusion that you have gone against our general terms & conditions. Like creating more than one account, abuse of a bonus or any other unacceptable offence. There for we were forced to block your account.
What if I am or become addicted?
Where the majority of the players know that gambling stays a form of entertainment we recognise that there is a small percentage of players that become addicted to play casino games in general. Even though studies suggest this is only a very small portion of all players, we take this issue very seriously. For that reason we have implemented certain options for the player to try negate this possibility.

Our experienced staff can in most cases recognise when someone has a compulsive gambling problem and will act accordingly to choose the best option for this player. We have the option for the player to self-exclude him/herself at any time. You can set your hourly or daily loss and/or time limits. You can request us to close your account and remove you from our newsletter and e-mail list.

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