FAQ - HELP - online casino dealerchallenge.com

What are Credit Points and how do I gain them?
Credit Points are our way of regulating the selection of Dealers. Since playing as Dealer is optional and gives the player some of the favorable odds reserved for the casino, we have to find a way of determining who will be the Dealer. In order to accumulate Credit Points and play as Dealer, you must first play as Player and for every dollar you bet, you accumulate one Credit Point. For example, a Player puts a bet of $25 in Blackjack and decides to Double Down, having a total bet of $50 on the Blackjack table. At the end of the round, regardless if the Player won or lost he/she gains 50 Credit Points, and so forth. When playing as Dealer, one Credit Point is deducted for every dollar bet against you. Using the same example above, a Player puts a bet of $25 and decides to Double Down, with a total bet of $50 on the Blackjack table. At the end of the round, regardless if the Player won or lost, 50 Credit Points are deducted from the Dealer.

Important Note: Credit Points are assigned specifically to each game. That is why the number of Credit Points in Roulette differs from the number of Credit Points in Blackjack, etc. This is done because the odds for playing are different from game to game. Back to top

How can I become the Dealer?
You can play as Dealer once you have accumulated enough Credit Points (see separate explanation) and in addition you need to have enough money in your balance, according to the game's limits described in the Game Options page. Back to top

What is the difference between playing against a Human dealer and playing against a System dealer?
DealerChallenge Casino offers the unique option of playing against either a Human dealer or against a System dealer. A Human dealer is a player who has accumulated enough Credit Points and has enough money in his/her balance to withstand the Player's maximum winnings in a given round, according to the game's limits. For example, a player wants to play as Dealer in Blackjack. His current balance is $1432 and he has 550 Credit Points. This means that the player qualifies to play as Dealer in Table I (a minimum of 80 Credit Points and $80) and in Table II (a minimum of 200 Credit Points and $200), but the player does not qualify to be the Dealer in Table III (a minimum of 1000 Credit Points and $1000), since he/she does not have enough Credit Points.

A System dealer is actually a computer that is serving as an automatic dealer of the casino. To ensure that the performance of the System dealer is truly random, a Random Number Generator (RNG) is utilized. Our casino uses the Lehmer RNG, which has proved to provide absolute random results. Our system has been rigorously tested by running millions of rounds and examining these results. We also conduct periodic testing to ensure the integrity of the system. Back to top

How can I chat with the person I'm playing with?
You can chat with another player by using the small pop-up window that opens whenever you play one of the games. Chat is available in Blackjack, Roulette, Slot Machines, Video Poker, Pai Gow Poker, Caribbean Poker, War and Baccarat. The Chat box is divided into two sections - In the upper section you can read the messages sent to you and in the lower section you can type in your messages. In order to send a message simply type in your text in the lower text box and press "Send". Back to top

What happens if I am suddenly disconnected from your casino?
Communication problems over the Internet may cause sudden disconnections. We have designed our software to cope with such incidents in a manner that our clients will be protected from unjustifiable loss, while eliminating the possibility of intentional disconnections and/or system abuse. After connection is re-established the player can enter the "History" page and see the results of the last round ("History" is available for Money mode only).

Blackjack
Should a disconnection or timeout occur after the Player placed his/her bet and before the Player pressed the 'Deal' button, the Player's bet will be returned to his/her Balance. Should a disconnection or timeout occur after the Player placed his/her bet and the total sum of the Player's cards equals 12 or more, the round will continue as if the Player has decided to 'Stand'. Should a disconnection or timeout occur after the Player placed his/her bet and the total sum of the Player's cards equals 11 or less, the round will continue as if the Player has decided to 'Hit'. Additional cards will be dealt to the Player until the total sum of the Player's cards equals 12 or more, in which case the round will continue as if the Player has decided to 'Stand'. Should a disconnection or timeout occur after the Player 'Split' his/her cards, all split hands will be treated according to the rules explained above. For example, it the total sum of the Player's first hand equals 12 or more and the Player's second hand equals 11 or less, the first hand will be played as if the Player has decided to 'Stand' and the second hand will be played as if the Player has decided to 'Hit' until the total sum of the cards equals 12 or more, in which case the round will continue as if the Player has decided to 'Stand'. After connection is re-established the Player can enter the "History" page and see the results of the last round ("History" is available for Money mode only).

Roulette
Should a disconnection or timeout occur after the Player placed his/her bets and before the Player pressed the 'Spin' button, the Player's bets will be returned to his/her Balance. Should a disconnection or timeout occur after the Player placed his/her bets and pressed 'Spin' and before the ball landed on a number, the round will continue.

Slot Machine
Should a disconnection occur after the player placed credits in the "Credit" or "Bet" text boxes and the player has not yet pressed the 'Spin' button, or pulled the Handle, then the credits are returned to the player's Balance. Should a disconnection occur after the player pressed the 'Spin' button, or pulled the Handle, the round will continue. If the player had a winning combination, the player's Balance is credited accordingly.

Video Poker
Should a disconnection or timeout occur after the player placed credits in the "Credit" or "Bet" text boxes and the player has not yet pressed the 'Deal/Draw' button, then the credits are returned to the player's Balance. Should a disconnection or timeout occur after the player pressed the 'Deal/Draw' button, but before the player had a chance to select the cards to be held, the round is considered as if the player had selected to hold all the cards. If that hand had a winning combination, the player's Balance is credited accordingly.

Pai Gow Poker
Should a disconnection or timeout occur after the Player placed his/her bet and before the Player pressed the 'Deal' button, the Player's bet will be returned to his/her Balance. Should a disconnection or timeout occur after the Player pressed the 'Deal' button, the round will continue as if the Player had decided to split his/her hand according to the House Way.

Caribbean Poker
Should a disconnection or timeout occur after the Player placed his/her bet and before the Player pressed the 'Deal' button, the Player's bet will be returned to his/her Balance. Should a disconnection or timeout occur after the Player pressed the 'Deal' button, the round will continue as if the Player had decided to 'Fold'.

War
Should a disconnection or timeout occur after the Player placed his/her bet and before the Player pressed the 'Deal' button, the Player's bet will be returned to his/her Balance. Should a disconnection or timeout occur after the Player pressed the 'Deal' button, the round will continue as if the Player had decided to 'Fold'.

Baccarat
Should a disconnection or timeout occur after the Player placed his/her bet and before the Player pressed the 'Deal' button, the Player's bet will be returned to his/her Balance. Should a disconnection or timeout occur after the Player pressed the 'Deal' button, the round will continue until the end of the current playing round. This has no effect on the Player, since the Player makes no decisions after the cards are dealt.

Blackjack
Should a disconnection occur after the Dealer pressed the 'Approve' button, play will continue until the Player has finished his turn. This has no effect on the Dealer, since the Dealer is played automatically according to the rules of the game.

Roulette
Should a disconnection occur after the Dealer pressed the 'Approve' button, play will continue until the Player has finished his turn. This has no effect on the Dealer, since the Dealer is played automatically according to the rules of the game.

Slot Machine
Should a disconnection occur after the Dealer pressed the 'Approve' button, play will continue until the Player has finished his turn. This has no effect on the Dealer, since the Dealer is played automatically according to the rules of the game.

Video Poker
Should a disconnection occur after the Dealer pressed the 'Approve' button, play will continue until the Player has finished his/her turn. This has no effect on the Dealer, since the Dealer is played automatically according to the rules of the game.

Pai Gow Poker
Should a disconnection occur after the Dealer pressed the "Approve" button, play will continue until the Player has finished his turn. This has no effect on the Dealer, since the Dealer is played automatically according to the rules of the game (also called the "House Way").

Caribbean Poker
Should a disconnection occur after the Dealer pressed the "Approve" button, play will continue until the Player has finished his turn. This has no effect on the Dealer, since the Dealer is played automatically according to the rules of the game.

War
Should a disconnection occur after the Dealer pressed the "Approve" button, play will continue until the Player has finished his turn. This has no effect on the Dealer, since the Dealer is played automatically according to the rules of the game.

Baccarat
Should a disconnection occur after the Dealer pressed the "Approve" button, play will continue until the Player has finished his turn. This has no effect on the Dealer, since the Dealer is played automatically according to the rules of the game. Back to top

I got a System Message saying "Time Out" and before I made my decisions / placed my bets I returned to the Game Options page. Why is that?

When you play in our casino you are playing with another player. In order to keep the game fluent and to prevent cases where one of the players is holding up the game, we have set a time limit for placing a bet. In every game there is a Timer that shows the player how much time is left. If a player does not place a bet and makes a decision during this time, the player will exit the game and will have to re-enter the game in order to play again. If a bet was placed on the table but the player did not make a decision within the default time, the bet is returned to the player's balance. The Timer differs from game to game as follows:
Blackjack - 45 seconds.
Roulette - 50 seconds.
Slot Machines - 30 seconds.
Video Poker - 40 seconds.
Pai Gow Poker - 45 seconds.
Caribbean Poker - 45 seconds.
War - 45 seconds.
Baccarat - 45 seconds.

These time limits give the player plenty of time to place bets and make decisions. When playing as Dealer, you also have a Timer set to 35 seconds. As Dealer you only need to approve the next round. Back to top

Blackjack
You may remove chips from the Chip Tower by clicking on the left mouse button while placing the cursor on the Chip Tower. Click on the Game Chips ($1, $5, $25 or $100) in order to increase your bet.

Roulette
With the Game Chips you create a "Chip Tower" on the leftmost empty slot. Once you've created the Chip Tower, click on the Roulette Table cells to place your bets. You may remove chips from the Chip Tower by clicking on the right mouse button while placing the cursor on the Chip Tower.

Slot Machine
If you have any credits or bets in the machine, pressing 'Cash Out' returns them to your balance. You must do this before pressing 'Spin' or pulling the Handle. Note that pressing 'Bet Max' spins the reels automatically so you will not be able to modify your bet.

Video Poker
If you have any credits or bets in the machine, pressing 'Cash Out' returns them to your balance. You must do this before pressing 'Deal/Draw'. Note that pressing 'Bet Max' deals the cards automatically so you will not be able to modify your bet.

Pai Gow Poker
You may remove chips from the Chip Tower by clicking on the left mouse button while placing the cursor on the Chip Tower. Click on the Game Chips ($1, $5, $25 or $100) in order to increase your bet.

Caribbean Poker
You may remove chips from the Chip Tower by clicking on the left mouse button while placing the cursor on the Chip Tower. Click on the Game Chips ($1, $5, $25 or $100) in order to increase your bet.

War
You may remove chips from the Chip Tower by clicking on the left mouse button while placing the cursor on the Chip Tower. Click on the Game Chips ($1, $5, $25 or $100) in order to increase your bet.

Baccarat
You may remove chips from the Chip Tower by clicking on the left mouse button while placing the cursor on the Chip Tower. Click on the Game Chips ($1, $5, $25 or $100) in order to increase your bet. Back to top

I ran out of Fun Money. How can I get more?
You automatically receive additional Fun Money whenever your Fun Balance drops below $100. You will need to leave the room you're currently in and go back to the Lobby. When you enter a room again you will see your updated Fun Balance. Back to top

Where can I find complete detailed instructions on the various games?
Press on the '?' (Help) button in every game to learn how to play it. This will give you detailed instructions and explanations for the game you're currently playing (Blackjack, Roulette, Slot Machine, Video Poker, Pai Gow Poker, Caribbean Poker, War, Baccarat). Back to top

Technical Questions: Questions about downloading the software and technical problems.

What do I have to do in order to play in DealerChallenge Casino?
In order to play in DealerChallenge you must first download and run our software. You can easily do this by following our step-by-step Quick Start, which describes in detail how to install the casino software. You can also click on the 'Download Software' button on our main page to download the casino software. Back to technical FAQ

How long is the download process?
The casino software is compressed to about 5 MB, which takes approximately 15 minutes to download using a standard 56 Kbps modem. Using ISDN or DSL this takes considerably less time. Having the software downloaded to your computer gives you a much more stable and exciting gameplay. The graphics are beautifully rendered and are intended to create the atmosphere of a real casino and give you a sense of actually being in the casino. Also, since the graphics and games modules are already installed on your computer, only small packets of data are transferred between your computer and our servers. For more information on downloading the casino software refer to our Quick Start. Back to technical FAQ

What are the minimum system requirements for running the casino software?
Our casino software's minimum requirements are: Pentium 133Mhz, 8 MB of hard disk space, 16 MB of RAM with either Windows 98, 2000, ME, XP or NT operating systems. For the most enjoyable gaming experience set your screen resolution to 800X600 or higher and set the screen colors to High Color (16 bit) or more. If you are using a resolution of 640X480, you might consider hiding your Taskbar. You can do this by right click on the Taskbar, select "Properties" and then put a checkmark on the "Auto hide" checkbox. Back to technical FAQ

What should I do if I receive a message "Disconnection Timeout"?

This can be caused either by not taking any actions in the casino for 10 minutes or by having a slow Internet connection, which is possibly affected by heavy traffic on the Internet. If you receive this message simply try to reconnect to the casino. Back to technical FAQ

I don't see the DealerChallenge icon on my desktop. How can I find it?
If you can't find the 'DealerChallenge' icon on your desktop simply follow these steps:
Click on the "Start" at the bottom left corner of your screen.
Choose "Find" or "Search" and then choose "Files or folders" or "For Files or Folders".
In the text box under "named", or "Search for files or folders names", type in Dealer Challenge and click on "Find Now", or "Search now". This will start the search for the casino software directory.
If the search ended without giving any results then the file is not present on the hard disk. If you have other drives configured on your hard disk (like d: or other drives) you can repeat the search in each of the other drives. If you still don't find the file you will have to download the casino software again. Back to technical FAQ

I received a message "Username or Password incorrect". What's wrong?
If you have forgotten your username or your password, please send us your name, address, phone number and e-mail under which you have registered to the support team and request your username and password. Once your details are authenticated, you will receive a notification to your e-mail containing your username and your password. Back to technical FAQ

How do I make a deposit into my account?
In order to make a deposit, first register as a User by clicking on 'New User' in the Casino Software, and open an account. You can refer to our Quick Start section for detailed instructions on downloading and installing our casino software. Once you have a Username and Password you are ready to deposit money into your account and increase your balance. You can deposit money by following these steps:
Start the DealerChallenge Casino program.
Enter your Username and Password in the "Login" screen and select the "Play for Real Money" option.
Once you are in the "Lobby" press on "Cashier" in the right part of the screen. Then enter your Username and Password in the browser window that opens up followed by the "Deposit" option.
Select your preferred deposit method.

In DealerChallenge Casino we use the latest encryption and protection methods, to assure that your monetary actions and information are completely secure. Submitting credit card information and performing money transfer actions are as safe as performing them from your local bank branch. Back to money FAQ

How long does it take to process my deposit?
Deposits made using Credit cards, Moneybookers, NETeller, and FirePay are usually added to your balance within a few minutes.
Citadel deposits: Deposits made via Citadel must clear your bank account before we credit your DealerChallenge account. Once we receive confirmation your DealerChallenge account is credited with the amount you deposited (US residents only). Wire Transfer deposits usually take 2 business days to arrive to our bank. Your Bankroll will be credited upon our bank's receipt of the transfer.
After you make your deposit please select the "Money Transactions History" option in the Cashier in order to make sure that your request has been recorded. If, for any reason, your request has not been recorded, or has not been approved after the time periods specified above, please contact us. Back to money FAQ

How do I cash out my winnings?
In order to cash out money from your DealerChallenge account you must first log on to your account using your Username and Password. You can withdraw money by following these steps:
Start the DealerChallenge Casino program.
Enter your Username and Password in the "Login" screen and select the "Play for Real Money" option.
Once you're in the Lobby press on the "Cashier" in the right part of the screen. Then select "Withdraw".
Select your preferred withdrawal method.
Enter your desired sum and click on the "SUBMIT" button.

The sum will be sent to you via your choice of Bank Draft, Wire Transfer or NETeller.

If you choose Wire Transfer, please make sure you have your bank details ready so that you can quickly fill them in their corresponding fields.

Your request will appear in the "Money Transactions History" page with a "Requested" indication if the casino has accepted your request for a withdrawal. Once you have requested a withdrawal, the amount you have requested to withdraw will instantly be deducted from your DealerChallenge account. You can cancel your request by pressing on the "Cancel Withdrawal" button below the "Requested" indication. If you cancel your request the money you requested to withdraw will be instantly returned to your DealerChallenge account.

An "Approved" indication will appear if the casino has approved your request and the money is en route to you. Approved requests cannot be cancelled.

All withdrawal requests are processed in one (1) to five (5) business days from their request date. During this time you may cancel your withdrawal request and return it to your DealerChallenge account.

The minimum amount for a Wire Transfer Cash withdrawal is $100, and $20 for a Bank Draft Cash withdrawal. If you have requested to withdraw an amount lower than these minimum amounts, we will not be able to process the requested withdrawal.

A BANK DRAFT is a bank issued check that can be cashed or deposited only by the person to whom the check is made payable. If you choose withdrawal by bank draft, a bank check will be mailed to your address. Since it takes additional time for the banks to issue a Bank Draft after it was processed, we request that you allow 3-4 weeks for the delivery of your check to the address submitted by you during registration. If your address has changed, please notify us immediately. We charge no fees for handling Bank Drafts.

A WIRE TRANSFER is an electronic transfer of funds from DelaerChallenge Casino's Bank Account to yours. It usually takes up to five (5) business days for the funds to settle in your bank account after your withdrawal request has been processed. We charge $30 for Wire Transfers. If you choose Wire Transfer, please make sure you have your bank details ready so that you can quickly fill them in their corresponding fields.

Moneybookers - If you have deposited funds to your account using only the Moneybookers method, then your withdrawals can be credited back directly to your Moneybookers account. If you have deposited funds into your account using credit card(s) and Moneybookers, withdrawals will always be credited back first to your credit card(s) and the remainder will be sent to your Moneybookers account

NETeller - If you have deposited funds to your account using only the NETeller method, then your withdrawals can be credited back directly to your NETeller account. Withdrawing through NETeller is free, simple and fast.

For your protection and security we occasionally ask for your authorization in order to process your withdrawals. Also, we may ask you to verify and sign a list of your deposits to your BeTheDealer account.

Please make sure that all the information you submitted is accurate, up-to-date and complete, so that we can process your withdrawal request quickly and without delays.

DealerChallenge Casino reserves the right to delay and/or stop the processing of withdrawal requests until final approval has been received for any outstanding deposit transactions.

If you still have any questions or comments about withdrawals, deposits or any other matter, please contact us. We guarantee a prompt reply to any of your questions. Back to money FAQ

How do I become a Verified Player?
You can receive your Verified status in any of the following ways:

You will be contacted by a DealerChallenge Casino representative who will verify your phone number and personal details.
Photocopy and fax to us the following:

A valid driver's license, passport, or any other government issued ID.
The front and back sides of all cards used on your account.
A utility bill containing the same address as the player's in the sign up form.

Please fax your documents to the following US number: 1-800-653-5504 Back to money FAQ

How long does it take to receive my winnings?
Withdrawal requests are processed within 5 business days. During this period you can track the status of your withdrawal request in the "Money Transactions History" page. Initially your request appears as "Requested". During the processing period your request appears as "In Process", which means that the transfer is being processed. Once the transfer has been completed your request appears as "Approved". You will be notified by email when your withdrawal request is approved. If the casino has not approved your request it will appear as "Rejected". You will be notified by email if your withdrawal request has been rejected. As long as a withdrawal request has not been approved you can cancel your withdrawal request, by pressing on the "Cancel Withdrawal" button below the "Requested" indication, and have the requested sum returned to your DealerChallenge account.

Bank Draft requests take up to 4 weeks to arrive, since they are sent from abroad. Wire Transfer requests usually take no more than 5 business days until the sum you requested is in your bank account. Moneybookers and NETeller requests that have been approved take no more than a few hours.

The following table describes the stages in the withdrawal process (in business days):

Requested - The withdrawal request is being verified (it is possible to cancel the withdrawal request).
In Process - The withdrawal request is being processed (it is not possible to cancel the withdrawal request).
Approved - The withdrawal request has been approved and settled (it is not possible to cancel the withdrawal request).
Total - The period that passes from the time that the withdrawal request has been entered until the time that the requested sum is settled in your Bank, Checking or NETeller account.

If your withdrawal request has not been settled within the time period described above, or if you are experiencing any problems, please contact our support staff. Back to money FAQ

DealerChallenge Casino reserves the right to modify these limits, and to set different limits for individual players during any calendar month according to credit history (such as Verified Players) or according to certain levels of monthly wagering activity. If you wish to increase your monthly credit limit, please contact us. Back to money FAQ