FAQ
To maximize our customer service we have designed a new and improved FAQ system.
Prior to your interaction with one of our efficient representatives, we highly recommend our members to review our ‘Frequently Asked Questions’ table which contain relevant information.
If you’re unable to find what you were looking for, you can send us an e-mail to our ‘Support Team Department’ (Support@RummyRoyal.com). The more details you can provide, the easier it will be for us to research your question and the faster we can respond.
Some issues take longer than others to review, but we'll always do our best to answer your questions in a timely manner.
To receive an answer which relates to your account, you must either e-mail us from the e-mail address which is registered in your RummyRoyal account or provide us with your screen name / username.
Prior to your interaction with one of our efficient representatives, we highly recommend our members to review our ‘Frequently Asked Questions’ table which contain relevant information.
If you’re unable to find what you were looking for, you can send us an e-mail to our ‘Support Team Department’ (Support@RummyRoyal.com). The more details you can provide, the easier it will be for us to research your question and the faster we can respond.
Some issues take longer than others to review, but we'll always do our best to answer your questions in a timely manner.
To receive an answer which relates to your account, you must either e-mail us from the e-mail address which is registered in your RummyRoyal account or provide us with your screen name / username.
Finance
- Deposit Declined Q: I tried to place a deposit using my credit card and received the following error message: - ‘We are sorry to inform you that your deposit attempt has been declined’
What should I do?
A: In case your deposit attempt has not been successful due to the above reason, we highly recommend that you use an alternative deposit method such as Entropay. Click Here to learn more about Entropay. - Deposit Methods Q: What kind of deposit methods do you have to offer?
A: We offer a variety of deposit methods for our players to choose from. For more information please Click Here. - Withdrawal Procedure Q: Do I need to send any verification documents before you process my withdrawal request?
A: Yes – before we process players’ first withdrawal request with us, we require standard verification documents as Shown Here. Please note that the procedure is done in all cases where players used one or more credit cards in order to fund their RummyRoyal account, and may be carried out in other cases, subjected to our Finance Department discretion. This procedure is done only once and complies with the online gaming industry financial procedures to ensure the funds go to the right person and to prevent fraudulent abuse. Please review our Security and Privacy policy to learn more on how we protect your information.
Q: What does the ‘Pending Period’ means? / How can I reverse my withdrawal request?
A: Once you place a withdrawal request, it will be suspended for a period of 24-72 hours (Depending on your VIP status). During this time you may reverse your withdrawal by visiting the "Reverse Withdrawal" section inside your ‘Cashier’ area.
Technical Issues
- Email validation problems / Completing registration process Q: I did not receive the email which contains the validation code, how will I validate my 'RummyRoyal' account?
A: Simply send an email from your valid email address to our support team (Support@RummyRoyal.com) which includes your username and a written request for an account validation. Once our support team will receive the aforementioned email your account will be validated within 24 hours. - Account Creation / Completing registration process Q: While I was trying to create an account / complete my account registration I received one of the following messages:
- Error 3001 – Please contact the customer support
- An account was already opened from your computer, please contact the support team
- Connectivity Issues / Connection Failure Q: My internet connection was lost / interrupted while I was playing, how can I resume the game?
A: Please note that we are aware that internet connections may sometimes be interrupted or disconnected, and so have implemented special features in our software to help maintain the game's continuous play, and allow disconnected players to return and continue playing.
During a player absence, the ‘Auto-Play’ function will help to maintain the games and tournaments' continuous play in case the player has been disconnected or inactive for more than 2 turns.
In these cases, the Auto-Play function will draw cards from the stock pile and discard them automatically. The Auto-Play function remains active until the player returns to the table and clicks the "I'm Back" button, or until the round is over. If a player has been disconnected or inactive for 2 turns during a tournament (that contains multiple rounds) the Auto-Play mode will remain until tournament is over or until player returns / eliminated from the tournament.
Another feature we have implanted within our software is the ‘Back To Table’ option.
By clicking on the ‘Back To Table” button (located in the main lobby screen) your client will reconnect with our servers, once the connection will be reestablished, you will be directed to the table you were playing in, as long as the game did not end.
Q: What is RummyRoyal’s disconnection policy?
A: When registering for a game, a player is taking full responsibility for the risk of their internet disconnection or communication interferences between their PC and RummyRoyal's servers, any lag or freeze game, and any other problem in their own computers. Other than a server crash, RummyRoyal does not take any responsibility for any of players' disconnections from server.
As RummyRoyal is aware that internet disconnections or interference may occur, players will remain in the game in Auto-Play until they return or are eliminated.
Server Crash: in case of a server crash all registered players will be refunded per their buy-in amount in full.
Promotions
- $5 Registration Bonus Q: How can I collect the ‘$5 No Deposit Bonus’?
A: Please refer to our ‘$5 No Deposit Bonus’ page to learn who is eligible for the bonus and how to collect it by Clicking Here. - Promotion and Bonuses Information Q: How do deposit bonuses work?
A: The bonus is awarded to your account upon placing a deposit and using a specific bonus code if necessary and is valid for 30 days. During this time you get 1 bonus point for each $1 entry fee you pay when playing our real mode games. Each bonus is released into your balance in increments of $5 each time, for a collecting a predetermined number of bonus points. After the 30 days period is over, any funds left pending from your Bonus will be null and void. In addition, please note that playing side games (Blackjack, Roulette, Video Poker or Slots) do not count towards meeting the conditions mentioned above. Please note that you can keep track of your points and bonus status and release progress in the Cashier. - Royal Stars Club Q: Where can I find more information regarding your ‘Royal Stars’ Club?
A: You can read more about our ‘Royal Stars club’ benefits, structure and unique rewards by Clicking Here.
