Need Your Questions Answered?
Got a question about online casino gambling or online casinos that you need answering? If you need a question or query that you need to be answered, then you've come to the right place.
As Online Casino experts, we're happy to pass on our knowledge and expertise to you to ensure that you are able to gamble both safely and responsibly, by knowing everything there is to know about Online Casino games and gambling.
So if you want to know what any industry based casino terms or jargon means, whether certain aspects and offers of online gaming are too good to be true, or just want to know how to keep yourself safe and have an enjoyable experience; then take a look at our Frequently Asked Questions.
Frequently Asked Questions
How do I know the casinos listed on your site are safe?
Nuestro Casino specialises in serving players in the United Kingdom. That means we only review and recommend online casinos that are regulated by the United Kingdom Gambling Commission (UKGC), one of the strongest gaming regulatory bodies in the world.
The UKGC covers not just the UK, but a number of whitelisted territories that have been approved to offer online casino games to UK residents. These include countries and territories such as Malta and Gibraltar that have a long established history of hosting online casinos and have strong regulatory commissions of their own. Our reviews will let you know where each casino is based and which local commission oversees it (in addition to the UKGC).
Our reviews also take note of legitimate customer disputes with each casino and their outcomes, and we factor that information into each review.
What are 'Know Your Customer' laws?
Broadly, 'know your customer' laws are requirements for businesses that handle financial transactions (such as online casinos). They stipulate the personal information that casinos have to collect and report to the government. Though casinos would do this anyway for their own protection, these laws are primarily in place to cut off potential outlets for money laundering.
What these laws mean for UK gamblers is that you can expect every online casino you encounter to ask you for scans or photos of a government-issued photo ID and a document to prove your primary place of residence (such as a utility bill or lease) at minimum.
Online casinos very commonly let you deposit and play before you verify your identity with these documents. In fact, you can often start playing with real money immediately. You should expect to be asked for these documents before you make a withdrawal, however, and allow at least a couple of days for processing before your account is fully verified and you can begin taking funds out of it.
How are casino games different from other types of gambling?
'Casino games' are a category of game distinct from poker, sports betting and other games with strong skill elements. These other games are often farmed out to a separate site or app by the online casino. The key distinction in a casino game is that you always play against the house and that the house always has some sort of an edge.
If you've been to a brick-and-mortar casino, a helpful way to think of it is that casino games are the games you see on the open floor when you first walk in. In contrast to the games that are usually in their own room or in a self-contained area somewhere on the property, like the poker room and the sportsbook.
Casino games include the following:
Table games played against a dealer (roulette, baccarat, blackjack, etc.)
Bingo is in something of a grey area. Some casinos include it with their general mix of casino games, while others have a separate site or app for it.
Where do you get your information about casino bonuses and terms?
All of our information is the most current available directly from the casino at the time of the review. The UKGC requires that casinos publish key information about their terms and games on their website, but it is often buried on a 'terms and conditions' page. We check these pages carefully for terms and then follow up with the casino to clarify if need be.
Some of these bonus offers seem too good to be true. Are they?
The UKGC stipulates that casinos have to disclose all the key terms of their bonuses before you sign up with them. However, they are allowed to put things like 'New Customers Get £200 Free' in large letters in their advertising and then bury some pretty important limitations on a click-through terms & conditions page or in small print.
That's why we check these terms carefully and break down exactly how the bonuses work in our reviews. For example, most sign-up bonus offers have a wagering requirement attached to them. Depending on the amount and how they are worded, they can either be good or bad deals for the player.
If you're interested in learning more about the different bonus types that online casinos offer and how they work, check out our Best Online Casinos page for more detailed information.
What games are the best bets in a casino?
This is a complicated question because a number of different factors come into play: the table or house rules of the game, any bonus offers or loyalty program rewards that are active at the time, and so on.
In general, the games that force you to learn strategy to reduce the house advantage are the ones that pay the player back the best over time: blackjack and video poker.
Some slots have a high enough 'return to player' over time that they are roughly equivalent to the play of a lower-skill blackjack or video poker player, however, and they don't require you to learn anything. Most table games also have certain specific bets that are comparably favourable, like the 'don't pass' at craps.
What is 'RTP'?
'RTP' is short for 'return to player.' This is an industry term that indicates how much of the money wagered at any particular game will be returned to the player over the lifetime of that game.
It's a good tool for players to get a quick idea of how 'tight' or 'loose' they can expect a game to be, but it doesn't tell you the whole story all by itself. For example, a 97% RTP doesn't mean you'll get 97% of your money back every time you play.
A helpful way to think about RTP is if you played that particular game every single day for 10 years. You would have up and down periods, but at the end of the 10 years you would expect to be holding about 97% of the money you started out with.
What is a 'bankroll'?
Your bankroll is simply the money you've set aside for gambling. People often find it helpful to conceptualise it this way so that they do not start dipping into money for rent and other necessities.
In other words, it's a money management system. Long-term serious gamblers often set lay aside some money they can afford to lose to start out, and then attempt to grow the bankroll solely through their play.
How do live casinos / live dealers work?
A 'live' casino or dealer means that an actual dealer is running the game, using internet streaming video (much like a video phone call on FaceTime or Skype).
You have the same button interface that you would with a standard online casino game, but you'll see the dealer actually deal cards, spin the wheel or roll the dice. The results of each hand or spin are automatically transferred to you digitally.
Live dealer games help to capture the ambiance of playing at a brick-and-mortar casino, and they also generally have a text chat box that you can use to ask the dealer questions or just converse.
You can see and hear the dealer at these games, but they cannot see or hear you (nor can the rest of the table). All interaction from the player end is done through text chat.
How can I practice casino games without wagering real money?
Most of the UK online casinos let you play games with 'fun money.' That means you can try out any of their games without having to actually make a bet (exception of the live dealer games).
How this works depends on the casino. If the casino asks you to download software or an app to play their games, you'll likely have to create and log in to an account to play for free. However, if the casino has 'instant play' games that load in a web browser, they sometimes let anyone try them out immediately without having to create an account.
Each casino also puts different limits on how much 'fun money' you get. At some, you can play the games as much as you want. At others, you'll only get a limited amount of fun money to try each game out with.
What are progressive jackpots?
A 'progressive' jackpot is one that grows with every bet that players of the game make. A bit of each wager goes into the progressive jackpot until someone hits it, and then it resets to some sort of base amount and begins growing again.
At minimum, the progressive will be fed by everyone playing that same game at the online casino. Some progressive jackpots are linked across multiple casinos, and these can be quite massive - as much as the tens or even hundreds of millions of pounds!
Progressive jackpots are most frequently associated with slots. All sorts of other games have found ways to incorporate them, however. There are progressive jackpot roulette, video poker, blackjack and baccarat games available.
If you're playing slots, you usually get the progressive by hitting a special sequence of symbols. At video poker, it's usually triggered by hitting a royal flush. At other games you are usually required to make an extra side bet to be eligible for it.
What happens if there is a glitch while I'm playing online?
From time to time the games at an online casino may freeze, crash or you may see slot reels keep spinning indefinitely and never register a result. Two things can happen in this scenario, depending on where the technical issue originates from.
If it's 'server side', or at the casino's end, what will most likely happen is that the game will just resume normally at the point of the error when you log back in.
If it's 'player side', or at your end, the casino may have recorded the result of the current hand or spin but not been able to deliver it to you. You may see it when you next log in, but it may also have been recorded in the background. Check your account for any changes to your finances, and check the game history (when possible) to see what the last event was.
Just about all of the UK online casinos have some sort of customer service option available 24/7 that you can contact for help in resolving any technical issues.
How does depositing and withdrawing money work?
Most online casinos give you a broad array of options for both depositing and withdrawing account funds. Credit cards, e-wallet services, prepaid cards and bank transfers are all common options. Some casinos even accept cryptocurrencies.
Nearly every UK online casino allows deposits by way of Visa and MasterCard / Maestro credit cards. Visa withdrawals are equally common, but you often cannot withdraw to a MasterCard / Maestro due to that company's policies regarding online gambling. Many online casinos make credit card deposits and withdrawals fee-free, but on occasion you may see a fee of about 2.5% to make deposits this way.
Most of the major e-wallet services are also supported by online casinos. You'll see the names Skrill, Neteller, PayPal and EcoPayz very often. These methods have the advantage of the fastest deposits and withdrawals (sometimes instant on both ends, and almost never more than a day) and nearly always being fee-free to boot. The only downside is that some bonus offers mandate that you don't use particular e-wallet services for your deposit.
Many casinos have a policy of only allowing you to withdraw to a payment method that you have put on file and made at least one deposit with. If you don't want to withdraw to your payment methods, the casino may give you the option of receiving a bank transfer or cheque instead.
How much money do you need to bet?
Wagering limits vary greatly from casino to casino and game to game. You'll find plenty of games out there at as little as a pence per spin or hand, and there are games that accept single bets in the hundreds of thousands of pounds for the high rollers out there.
A good basic rule of thumb is that the more favourable to the player the game is, the higher the minimum bet will be. Also, expect the minimum bets at live dealer games to be a little higher than they are at the standard casino games.
Minimum and maximum bets are sometimes set by the software developer rather than the casino. That means they will be the same across different casinos that have the same game.
What kind of devices can you play on?
You can access online casinos with your computer, smartphone or tablet.
There are basically three formats for playing online casino games: downloading casino software with your computer, downloading a casino app to your mobile device, or 'instant play' games that simply run in a web browser.
The online casino industry as a whole is moving toward the use of 'instant play' browser games as the standard, as it simplifies everything and removes issues with software and hardware compatibility. However, not all casinos have fully moved to this model. Casino software that you download to a computer is still seen as the best option, providing the biggest range of games and features as well as the best graphics. Many online casino mobile apps are very good, but may have more limited game selection and functionality than the computer software version.
Nearly any PC made in the last five years or so can easily run online casino software. Support for Macintosh computers is much more spotty; Mac owners may need to look for casinos with 'instant play' web browser options instead.
As far as mobile devices go, the two operating systems that are almost universally supported are Android and Apple's iOS. At minimum, you will usually need at least Android version 4.4 (KitKat) or iOS version 8 to be able to run mobile casino apps.
What are tier / loyalty programs?
When casinos first started out, they simply used to quietly observe regular players and decide who to 'comp' with free goodies on a somewhat arbitrary basis. Around the 1990s, when everything moved to digital machines and systems, the concept of 'loyalty programs' was introduced. At brick-and-mortar casinos, players get a card they can insert into game machines that automatically tracks their play. They earn points that advance them through a tier system, each new level of which brings a specific set of listed benefits.
This move added a lot of transparency to what had previously been a very mysterious and somewhat random comp system. Players now know exactly what to expect in terms of core benefits, and how much play it will take to get them there. Many online casinos in the UK have adopted these programs.
What are VIP programs?
VIP programs are separate rewards programs for high rollers. Entry to such a program is often granted more based on a large initial deposit or known reputation for high-level play at other casinos.
Some online casinos muddle the issue by referring to their standard loyalty program as a 'VIP program.' Acceptance to a true VIP program is not available to the general public by default (as it is with regular loyalty programs). You'll either be asked for a written application, or it is granted on an invitation-only basis.