FAQ

1. Start Playing

1.1 I am under 18 years old. Can I play at Pronto Casino?

No. Gambling whilst under the age of 18 is a criminal offence.

1.2 Do I need to register an account to play at Pronto Casino?

No registration is required at Pronto Casino.  To start playing you just need to click on the deposit button on the home page and do a successful deposit. The money will be instantly available to straight playing.  For withdrawals you just make a withdrawal request and it will be automatically processed and you should receive money in your bank account within 5 mins normally.

1.3 How do I login to my account?

At Pronto Casino you do not login to your account the same way as on most other casinos. You can resume playing by authenticating yourself via the bank account you used to deposit and withdraw funds.  Just click on the Get Balance button on the top right corner of each page.

1.4 Do I need to withdraw my balance when I want to take a break or close the browser?

No, you do not need to cash out every time you want to close your browser or to take a break. Your gaming balance is safe at Pronto Casino. When you wish to continue playing, please click on the Get Balance button on the top right corner of each page and use your bank details to retrieve your balance to continue playing.

Please note: You must use the same bank account that you have previously deposited from.

1.5 When is your Customer Service available?

Our Customer Service team is available every day from 9:00 until 0:00. We provide customer service in English, Swedish and Finnish.

2. Payments

2.1 Which deposit methods do you offer?

At Pronto Casino all deposits and payouts are processed via Trustly instant banking.

2.2 What is Trustly and why am I redirected to their page on deposit?

Trustly delivers the service that allows Pronto Casino to instantly approve and send your deposit and withdrawal requests from and to your bank account.

Trustly is a licensed online payment Institution that is authorised and supervised by the Swedish Financial Supervisory Authority. It also holds a European Payment Services Provider (PSP) licence in accordance with the Payment Services Directive (PSD, 2007/64/EC).

2.3 Are there any fees for deposits?

There are no fees from our side when you make a deposit and withdrawal – all deposits and withdrawals are free.

2.4 What can I do if my deposits fail?

If your deposit is not successful, we recommend you double check your bank account that the transaction was not processed.  Try again in an incognito window. For any additional assitance, you can contact our Customer Support either by live chat or email [email protected]

2.5 What can I do if a refused deposit is deducted from my bank account?

When a deposit fails and does not show up in your balance, it usually means that your bank has reserved the funds, and that they will be returned to your bank account in a couple days maximum.

2.6 How fast deposits are processed?

Most of the time deposits are instant. In case any problems occur, please contact our customer support.

2.7 How long does it take to withdraw my money?

Withdrawals should be instant. In case any problems occur, please contact our customer support.

2.8 Can I make a withdrawal to someone else’s bank account?

You can only withdraw to the last bank account used for your deposit.

3. Technical help

3.1 Games are slow. What’s wrong?

Make sure you have the latest version of your browser installed (we recommend Google Chrome) and the latest version of Flash.
Make sure that it’s not your internet connection that is the problem (try to play with the network cable if the wireless connection is not working like it should) and close any background programs that might drain your bandwidth.

The same applies for mobile were a good WIFI connection is required.

Contact our support if problem still persists.

3.2 What happens if the game freezes in the middle of a round?

If your game freezes, you will resume exactly where you left off next time you open the game.
If there is no option for you to do so, the round will be completed on the server even if your computer is frozen or your internet connection stopped working. Any winnings are paid out to your account as usual.

3.3 I cannot open the game. What is wrong?

This may mean that you have lost contact with the server. Try to log out and log back in and try again.
Sometimes you may need to shut down the browser and start over from scratch for the game to load. Contact our support if problem still persists.

3.4 How do I take a screenshot?

Taking a screenshot means taking a photo of what is currently visible on the computer screen.
The image is saved as a file on your computer or mobile and can easily be attached to an email and sent to us.

3.4.1 This is how you take a screenshot in Windows:
Step 1: Make sure that the current view on the screen is what you want to take a screenshot of.
Step 2: Press “Print Screen” on the keyboard (this button is usually on the right hand side of the keyboard).
Step 3: Open the program “Paint” or “Word” on your computer, and then use short command Ctrl + V (or choose Paste from the Edit menu). An image will be pasted ( this is the image that the computer saved when you clicked the “Print Screen” key).
Step 4: Save the file on your computer. We recommend that you save it on your desktop so you can easily find the file.
Step 5: Attach the file to an email and send it to us.

3.4.2 Instructions for Mac
Step 1: Make sure that the view you want to take a screenshot of is the one showing on the screen.
Step 2: Press Shift + CMD +4, then press the space bar and a camera will appear. Click with the mouse to take a snapshot of the current window. The image is saved on the computer desktop with the current time and date.
Step 3: Attach the file to an email and send it to us.

3.4.3 Instructions for mobiles
This may vary from one phone maker to another. On iPhones simply press and hold the “Sleep/Wake” button and then press the “Home” button.
On Samsung press and hold the Home and Power button at the same time.
Once a screenshot is captured, it will be automatically saved to your camera gallery.
To do a screenshot on other android devices or other operating systems check FAQ of your mobile device.

3.5 What to do when Pronto Casino is blocked?

If you can’t open Pronto Casino and if it looks like it’s blocked, simply follow the instructions in the article:

4. Security

4.1 Is my personal information safe?

Your information will always be kept safe. Only employees who need it for KYC and security checks have access to it.

4.2 Is my money safe with you?

Absolutely. The MGA does routine audits to confirm that all incoming deposits and all outgoing withdrawals are processed and paid in accordance with legal standards.

4.3 How can I be sure the games are not rigged?

Our game providers use Random Number Generators to determine the result of every game round. We are constantly monitored by an independent third party that makes sure that every spin is completely up to chance.

4.4 Do you have a gaming licence and what does it mean?

We have an MGA licence that covers our EU players. You can find it here: MGA Licence.

4.5 I’m afraid someone else might be playing at Pronto Casino with my personal details, what can I do?

Contact Customer Support, to temporarily block your personal details and contact your bank in order to prevent further unlawful use. If you suspect fraud, report it to your local police, and we will cooperate directly with them during their investigation.