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Frequently Asked Questions

ACCOUNT

How do I create an account?

To open an account at Mirax Casino, you need to click on the "Sign Up" button on the home page. After that, you will need to enter the specific details of your account (namely, username, password, mobile number, address and email). After entering these data check your email where an activation link should arrive. By clicking on it you will activate your casino account and you can play without any restrictions.

What should I do if I forget my email or password?

To recover a password you have forgotten, just click on "Forgot my password". Then enter the email you used to register or your username. The player will receive a special link that will allow him to set a new password by clicking on it. If you forgot your registration email it is unfortunately not possible to recover it. For any other questions concerning the account and logging in, users can write to [email protected]

Can I change my email address?

Unfortunately, it is not possible to change the email address you gave at registration to another.

Is it allowed to have more accounts?

No, it is not allowed to have multiple accounts at Mirax Casino. If your account has been closed after a while, you can always re-open it. To do this, contact the support team via online chat or email at [email protected] The casino staff will respond as soon as possible and resolve the issue.

How do I close my account? Can I reopen my account?

Closing your account is simple. To do so, contact the Mirax Casino support team and notify them. Once you have confirmed ownership of the account, it will be closed for as long as the player specifies. Each user may reopen his/her account at any time unless the decision to close the account has been made by Casino Security.

PAYMENTS AND VERIFICATION

What currencies does Mirax casino support?

We do everything to make it comfortable and convenient for players to play at Mirax Casino. To allow users to easily make deposits or withdrawals, we have enabled currencies such as EUR, USD, AUD, CAD, NOK, RUB, JPY, NZD, PLN, BTC, LTC, BCH, ETH, DOGE, USDT, XRP, TRX, ADA, BNB.

What are the available deposit and withdrawal methods?

To make a deposit or withdraw money from the casino, you can use the most popular payment methods. We currently support payments through systems such as Visa, Mastercard, Skrill, Neteller, Neosurf, Interac, ecoPayz, Piastrix, eMerchantPay, Flexepin, MuchBetter, and CoinsPaid.

How do I make a deposit?

To deposit to Mirax Casino, it is necessary to log in to the website using the login and password you specified during registration. After that, it is necessary to click on the button "Deposit". In the window that will open, select a currency, then choose a payment system and enter the amount to be deposited. After that, enter the bonus code, if any, and click on "Deposit".

How do I make a withdrawal?

Withdrawing funds from your account is very easy. To do this, the player has to go to his account and click on "Wallet" and select the tab "Withdrawal". Here, enter the amount, then specify the payment system and click on "Withdraw". After the security service of the casino checks that everything is in order, the player will receive his money to the specified payment system.

Is the payment system secure?

Of course. Our payment gateway operates in a secure environment, where all data is securely protected by 128-bit cryptographic encryption. This ensures that our customers' data and funds are securely protected and cannot be accessed by third parties.

Are there any fees for deposits and withdrawals?

Unfortunately, in some cases, the player will have to pay a fee, which is set by the payment system. For example, a commission of 2.5% can be found on deposits and withdrawals from the casino via Payment Cards: Visa, Mastercard, and Maestro. Also, the commission applies to cryptocurrency payments, and the client should personally verify the amount to be charged on the page "Payments". In all other cases, there is no deposit or withdrawal fee.

What are the minimum and maximum deposit amounts?

The minimum deposit amount at Mirax Casino is 10 NZD, EUR, USD, or alternative currency. The maximum deposit amount is 4,000 NZD, EUR, USD, or alternative currency.

How long does it take to process my withdrawal?

Depending on the payment system, withdrawal times may vary. For example, for E-Wallets the waiting time for withdrawal can be up to 60 minutes. If a player orders payment to credit card, the payment process can take from 3 to 5 days. Payment to a bank account takes 5-7 working days.

I have made a BTC deposit but the funds are still not in my account. What can I do?

If a player has made a BTC deposit to his account and the balance has not changed after some time, it is worth refreshing the page to start with. If refreshing didn't help, most likely it's about blockchain, where transactions can take a long time to confirm the transaction. This is not a problem with fiat money because almost all payments are made in instant mode.

What happens if I have sent my deposit to another address or if I have made a deposit that is below the minimum amount limit?

If you send your BTC or another cryptocurrency to the wrong address, there is no way to get your funds back. Unfortunately, this is a major disadvantage of cryptocurrency payments. That's why it's highly recommended to double-check the address to which the funds are sent. If you have sent less than the minimum amount to your Mirax Casino account, this payment will be returned to your wallet in the payment system from which you tried to transfer funds.

Why am I unable to withdraw my winnings?

There are two reasons for this. The first is that you have reached your withdrawal limit. As you know, Mirax Casino has a daily limit of 5,000 USD/EUR and a monthly limit of 15,000 USD/EUR. The second reason could be that the player needs to go through an account verification process before withdrawing funds. To understand the real reason, contact online chat or email support.

What are verification documents? How do I submit my documents?

The documents used to verify your identity are your passport, driving license or any other replacement document. Generally, for your documents to be accepted and for your identity to be verified, you will need to submit a selfie with one of these documents. The front and back of the document must be visible. The document used must not be out of date, etc. For sending the documents you have to go to your client cabinet and click on Verification. After verification, you will need to fill in the verification form and send the documents for verification. However, please keep in mind that sometimes you may need to verify the address (utility bill or bank statement). Also, please keep in mind that sometimes it may be necessary to verify the address (such as a utility bill or bank statement).

Why have my documents not been approved?

Documents may not be approved if there are doubts about the truthfulness of the information provided or if the information in the images sent is not visible. To find out the real reason, the client should contact the online chat room to clarify.

How long does the verification process take?

The identity verification process normally takes up to 24 hours. However, it may take longer due to various issues that may arise with the security service.

Can I use someone else’s card to deposit?

It is highly recommended that you use a named card to make a deposit. But if you happen to be unable to use your card, be aware that you will have to prove your relationship to the person who owns the card. Mirax Casino fights fraud and insists that deposits and withdrawals be made to the same payment details that are listed in your profile.

How do I add another currency to my account?

Adding another currency to your Mirax Casino account is easy. To do this, click on "Wallet". In the "Balance" tab, click on "Add New". Then select the account currency you would like to use.

LICENSES & SECURITY

Is my data secure at Mirax?

Of course, all data entered and transmitted by players at Mirax Casino is secure. We are constantly trying to improve the security and services we provide.

How do you ensure the fairness of your games?

The fairness of the games is ensured by having a Curacao license. The fact is that this licensee makes all the necessary checks before issuing the license. Therefore, every player can be sure that all the games that are in Mirax Casino are fair.

Is my money safe with Mirax?

Yes. All the money in your Mirax Casino account is secure. This is guaranteed by the fact that all connections are encrypted using cryptography, which ensures the security of payments and data of each of our users.

Who is Mirax licensed by?

Mirax Casino is licensed under the laws of the island of Curacao. This is evidenced by the license number 8048/JAZ2020-013.

RESPONSIBLE GAMING

How can I gamble responsibly?

To start playing responsibly, you need to take care that you don't gamble with funds that you can't afford. To do this, our casino has several tools to help you not gamble, or gamble and manage your risk of losing.

How do I take a break or Self-Exclude?

To make a self-exclusion you can go to a special tab on the site and set the limits both daily and monthly. Also, you can set limits on deposit, loss or duration of the game. Also, you can limit access to the casino by selecting a day, week or month.

How can I remove a gambling limit?

You can set and remove gambling limits by yourself in account settings, or you can get help from a support specialist in the online chat on the Mirax Casino website.

What can I do if I consider that gambling is taking up too much of my time?

It's simple, set a limit on the duration of the game by hours and minutes. You can also choose the daily values. All these parameters can be set by the player himself without the help of the casino staff.

BONUSES

I have just made an account. How do I get my Welcome Package?

To take part in the Welcome Package promotion you need to make your minimum deposit of 20 USD/EUR and you will automatically take part in it. However, if you do not need to enter a bonus code for the first deposit bonus, you must have a bonus code for all following deposits. For deposit bonus codes, check out the main page of Mirax Casino's website.

Are there any limits if I play with bonus funds?

For games, there are some limits and rules for playing with bonuses. To find out more precise information you can contact the online chat or email the support service.

How do I get a bonus? Where can I see the bonuses I am eligible for?

Generally, all standard bonuses are available to all players and are published on the casino's homepage. However, players can view the available bonuses directly in their account under "Bonuses". In addition, bonuses can also be individual or level up bonuses. In any case, to find out if any bonuses are available, you need to go to your account and see for yourself.

What does my VIP level mean? What is a comp point (MCoins)?

VIP level allows all players to receive additional rewards. You can read more about VIP levels on the appropriate VIP page. Comp Points (MCoins) is a special currency that is used so that it can be accumulated and later exchanged for real money. MCoins are only used within Mirax Casino.

Am I able to withdraw the winnings from my free spins?

Yes. But you have to meet the wagering requirements for this bonus. So be sure to check your profile for any bonuses you have not wagered.

How can I find out how much I need to wager on my bonus?

Information about the wager is available in your account under 'Bonuses'. There you can see the wagering progress of each specific bonus.

COMMUNICATION

How can I get in touch with you?

Every player can contact Mirax Casino at any time of the day or night. If you want to ask a question, you can write to the online chat room right on the website. As a rule, chat is much more responsive than classic methods of communication. If for any reason, chat is not available, you can send an email request. The first available specialist will reply as soon as possible. Or you can fill in the feedback form under Contact Us and leave your enquiry.

When is customer support available?

Customer Support is available 24/7, seven days a week. The staff try to respond to player queries as they are busy. If staff do not reply to messages sent to them for some time, it is very likely that they are busy dealing with a large number of requests and will respond as soon as they are available.

Why do not I receive any emails from Mirax?

If emails from Customer Support are not reaching your email, there is a solution. You will most likely need to go to your Spam folder and find the email there. In addition, specify in the sender settings that it is not spam and that this email can be trusted. You will then be kept up to date with the latest developments at Mirax Casino, and the emails from the support team will arrive regularly and without any problems.

TECHNICAL ISSUES

How do I clear my cache and cookies?

If you're using the Chrome browser, clearing cache and cookies is easy. To do so, click on the three-dot icon in the top right corner of the screen. Then select More Tools > Delete browsing data. At the top of the page, you can select a specific date or select history over time. Once this is done, tick the 'Cookies and other site data and the 'images and other files saved in cache' box. All that's left to do now is to click on Delete data. If you have a different browser, it is worth looking up the information on the developer's website.

Why won’t my game launch?

You're probably using a rather old operating system and an outdated browser. That's because all modern slots and other casino games are developed using HTML5 technology. This markup language is supported by all modern devices and browsers.

Games are slow or freeze in the middle of a round. What’s wrong?

This could be due to several parameters. It could be that it is because of your internet connection. A slow connection is likely to cause freeze and hang-ups. It may be that you have a weak device that cannot handle streaming playback. In any case, you should look for a hardware problem. Alternatively, you can write to the online support chat and explain the problem. They will try to help you find a solution to the problem.

How do I take a screenshot?

To take a screenshot, you can either use the built-in tools of your operating system or install a special programme, such as LightShot. The functionality of this software is aimed at making arbitrary screenshots, where you can select individual elements of the page or take a snapshot of the whole page.

Can I play casino games for free?

You can certainly play Mirax Casino games for free. This rule applies to all games except Live Games. You don't have to register at all to start playing for free. Just go to the homepage and choose the game you like, then click on Demo Play.

The error or other technical issues occurred in the casino game during gameplay. Where can I report this?

You can report any technical issues or errors during the game to the player support team. You do not need to close the game window to do this, it will be useful to be able to describe what is happening. You can also make a screenshot of the error and send it to the support team via online chat, email or feedback form.

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