Frequently asked questions

SuperGame.be is a safe and secure online casino with many years of experience in the online and offline gambling industry, so we'll always be able to assist you. Please read our FAQ’s before contacting our helpdesk with any questions/suggestions. 

Account

It's very easy. Simply click on "Sign up" and fill in the registration form. Once you've submitted the form you will receive an activation mail. Click the activation link in this e-mail which will activate your account and you can start to play!

Note: Make sure you fill in all the information correctly, as most changes can only be made by our support team and incorrect information may prevent you from playing.
You must be at least 21 years old to play in our Casino.

First of all make sure you have entered each required field correctly. If you're positive that you have done this and you still can't create a new account? Don't hesitate to contact our support team and they'll gladly help you out.

Some information you can adjust yourself in your profile (only when logged in), like your address and phone number. For other adjustments you will need to contact our support team via our contact form, live chat when this is active, or via e-mail at helpdesk@supergame.be.

Validation of your account is necessary for various reasons:
- Receiving your €10 no-deposit bonus.
- Your account needs to be validated prior to your first withdrawal.
- Any adjustments that need to be done to your profile that you
  cannot make yourself. This is for security reasons.

Validating your account is necessary for several reasons (See "Why should I validate my account?"). To validate your account, all you have to do is send us copies of the following documents:

For Belgian residents:

 - Copy of front and back of your valid ID card
 - Proof of residency (any official document which states your
   NAME, ADDRESS and a DATE not older than 3 months. A sticker
   of your mutuality is also acceptable).

For non-Belgian residents: (Documents must be in EN, FR or NL)

 - Copy of your valid passport (page with photo) or front and back
   of your ID card.
 - Proof of residency (any official document which states your
   NAME, ADDRESS and a DATE not older than 3 months).
   A drivers license is only acceptable if this is the only form of ID in
   your country.

NOTE:Make sure that the documents are clear, legible and not expired when an expiration date is mentioned on them. We cannot accept unclear, incomplete or expired documents. If you don't have access to a scanner, we do accept photographs. Bare in mind that files must be in JPG, PNG or PDF format and cannot exceed a file size of 4MB.

No you cannot. By law, each player can only own 1 player account on each casino website they play on. Abuse of this rule will result in closure of your account(s) and loss of all winnings coming forth from this abuse.
You are allowed to create up to 3 accounts per household/IP address. Again, only 1 account per person is allowed.

Make sure you always log in with the e-mail address that you used to create your account.
Keep in mind that your password needs to be at least 8 characters long and has at least 1 capital and 1 number in it.
After 10 failed attempts your account will be locked, out of security reasons. In order to get it unlocked, you will have to contact our support team so they can reactivate it.

- If you don't remember your password, click on "Login" and then   on "Forgot your password?". Fill in the e-mail address of your   account and you will have instructions on how to reset your   password sent to you.
- If you just wish to change your password, go to "Profile Info" in
  your account and change your password.

NOTE: To change your password yourself, you will need your current password.

BONUSES & PROMOTIONS

You can check all available bonuses on our promotions page. When you check your account on the bonuses tab, you will see the ones that you are eligible for.
Make sure you always read the requirements for your bonus before accepting them.

If you have a question about our bonuses, don't hesitate to contact our support team.

First of all, check if you met the requirements for your bonus on our promotions page. If you think you are entitled to this bonus and you did not receive it, don't hesitate to contact our support team.

On Supergame you can always immediately withdraw your winnings coming from bets made with bonus money. If you want to withdraw your bonus money as well, then you need to reach the playthrough of 30 to unlock this bonus money.

Cash prizes coming from tournaments don't have a playthrough, bonus money prizes coming from tournaments or lotteries have a playthrough of 5, unless otherwise marked.

Money coming from Loyalty Point exchange will have a playthrough depending on your status level. Exchanges on Grand Master and Zen Master don't have a playthrough.

You can use your bonus money just like real money on Dice games and Dice slots. Any winnings coming from bonus money bets will be automatically converted to cash money and be immediately withdrawable (unless there are wager requirements).
Bonus money can only be withdrawn when you have reached the playthrough.

A lot! You will miss announcements of current and upcoming deposit bonuses, tournaments, special promotions, etc...

Any communication from Supergame will be performed via e-mail, thus to keep up to date on everything there is to do on Supergame.be, we advise you to subscribe to our newsletter.

You can do this at any time in your account when you click on the button "Manage Subscriptions".

We sure do! At Supergame we like to reward our loyal players as much as we can. You can find all information about this on our Super Club page.

Most deposit bonuses are on the next deposit that you make, so if you decide you don't want this particular bonus when you perform your next deposit, that bonus will no longer be available to you afterwards. So keep this in mind and read the conditions of the bonus when you are thinking of refusing it, because once it's gone, it cannot be re-issued.

DEPOSIT & WITHDRAWAL

You can check available options for deposits on our payments page.

Withdrawals are possible via bank transfer, Skrill or Bitcoin.

Deposits are very easy on Supergame. You simply click on any green "Deposit" button on the site, which will direct you to the deposit page. There you select your preferred deposit method, fill in the amount and click deposit. This will take you to the payment provider's page where you can finalise your deposit. It's that simple!

You can find all information on our payment providers here.

Make sure you filled in your bank details correctly and that your bank/wallet account or Paysafe voucher balance is sufficient.
It is always possible that a deposit doesn't get processed by the provider immediately. If after 5 minutes it still hasn't been processed don't hesitate to contact our support team.

In case the money has been deducted from your bank account but hasn't appeared on your player account yet, contact our helpdesk and provide them with a screenshot of the transaction on your bank account. Make sure that the date and time is showing.

Yes, we at Supergame are advocators of responsible gambling.
When logged in you can simply go to gambling limits in your account and set your required limits. Decreasing your limits will happen instantly, however increasing your limits will take 7 days to become effective.

The different responsible gambling limits are:
 - Deposit limit: This limits the amount of money you can deposit
   in a set period of time.
 - Loss limit: This limits the amount of money you can lose in total.
 - Wager limit: This limits the amount of money you can bet in
   total.

 - Cooling off period: This limit will prevent you from depositing
   and you will be excluded from all promotional offers.
 - Self exclusion period: This limit will make it impossible to access
   your account for the set period of time. (Make sure you have
   made all your withdrawals prior to set this limit, or you won't be
   able to do so anymore)

Withdrawals on Supergame are quick and easy. You just go to your balance page and there you see the cashout button, as well as the amount that is available to cash out. (Bonus money can be withdrawn once the playthrough is reached, see "Can I withdraw bonus money?")

Withdrawals will always be processed within 2 working days and, depending on your bank, the money should be in your bank account 1-3 working days later. The minimum amount to withdraw is €10.

IMPORTANT:
Following requirements are needed to perform a withdrawal:

- A validated account (see "How do I validate my account")
- A bank account linked to the same name as your account. (See
 *banking page in account*)
- You need to have performed a minimum deposit of €5 on
  Supergame in your player lifetime.

Yes! However you will need to reach the playthrough before you can withdraw it.
You can check your balance in your account where you can see your total balance ("Amount") which is your real money and bonus money combined. Your real money balance is mentioned beside it ("Available to cash out"). To determine your bonus money balance, you simply deduct the two.

For example your balance ("Amount") is €300 and your real money balance ("Available to cash out") is €250, this means your bonus money balance is €50. In order to withdraw this bonus money as well, you just have to reach the playthrough.

Make sure you have reached the requirements to perform a withdrawal (see "How do I withdraw my money?"). Check your e-mails (including spam filter) for messages from our support team in case they tried to contact you regarding your withdrawal.

If you do meet the requirements and it doesn't get treated, don't hesitate to contact our helpdesk via helpdesk@supergame.be.

The website

Yes, Supergame.be operates under license #B+8543, granted by the Belgian Gaming Commission. This means that Supergame.be is permitted to offer Online games class II.

Supergame.be also abides by the rules set for "interests of our players" by the Belgian Gaming Commission, such as max loss limits or the control of payment rate.

All games on Supergame.be are saved in real-time. This means that whenever you lose connection or your browser crashes, all you have to do is restart the game, go on the same stake that you were on and the game will automatically resume where it got interrupted.
IMPORTANT: Make sure you always have the latest version of Flash Player and your browser. Updating these will often solve the issue.

If you did this and there is still an issue, don't hesitate to contact our helpdesk. The more information that you can provide about the issue, the quicker and better they will be able to resolve the issue. Information like date & time, which game, stake, screenshots,... will make solving your issue a whole lot easier and faster.

You sure can! It is always pleasant to have quick access to your favourite games on Supergame. When you hover over a game thumbnail, you simply click on "Favourite" and a heart symbol will appear, meaning the game has been added to your favourites.

You will also notice that an extra game group will appear, called "Favourites". You can easily access your favourites anywhere on the website by either opening the "Favourites" group on the home page, each game page or in your navigation bar at the bottom.

You can find most of the pages from the top left corner in the main menu, left of the Supergame logo. All pages are also accessible via the footer links at the bottom of the website.
Your profile and balance related pages will show when you click on your username.

If you have trouble finding something you're looking for, don't hesitate to ask our helpdesk for assistance.

Supergame is an advocator for responsible gambling. Gambling should always remain a relaxing and amusing experience. Once playing provides more tension than pleasure in a player's life, there's a number of things you can do to make sure you keep this in hand.
At Supergame.be, we believe that taking care of our players is important. Prevention is more than the responsibility, imposed by The Law. Responsible gaming is important to us and we work with the Belgian Gaming commission on this issue. On our website, we provide information and contact details of aid agencies. You also have the possibility to set limits.

Tips for responsible gambling:
- Play because you like it
- Do not depend on gambling to earn a living
- Determine in advance the amount you may lose, do not exceed
  this amount
- Look for professional help if casino games are more to you than
  relaxation and fun
- Don't play casino games if:
  1. You are a minor
  2. You neglect your responsibilities by playing
  3. You suffer or recover from mental illness
  4. Your goal is to compensate loss from the past
  5. You are under the influence of alcohol or drugs
  6. You are not able to stop playing at any time

There are several ways to contact support. You can send an e-mail to helpdesk@supergame.be, fill in the contact form, or contact us via Live Chat when it's available.

Our support team is available 7 days a week, 365 days a year:

E-mail support:
Mo-Fr: 9am - 1am
Sa-Su: 2pm - 1am

Live Chat:
Mo-Fr: 2pm - 5pm and 7pm - 10pm
Sa-Su: 3pm - 6pm and 8pm - 11pm

help

help

You can also reach us by e-mail: helpdesk@supergame.be

Or via our Social Media channels:

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