Sankra Casino Support

How to Register and Verify Your Account

Registration takes 2 minutes. Click "Play" in the header, enter your email and create a password. You'll receive a verification email within 60 seconds. Click the link to activate your account.

After your first deposit, you'll need to verify identity by uploading a government ID and proof of address. This typically takes 24-48 hours. You can still play while verification is pending, but withdrawals require completed KYC.

• • Accepted IDs: Passport, Driver's License, National ID Card
• • Proof of Address: Utility bill, bank statement (less than 3 months old)
• • Documents must show your full name matching registration details

Password Reset and Login Issues

Forgot your password? Click "Forgot Password" on the login screen. Enter your registered email and you'll receive a reset link valid for 1 hour. If you don't receive it, check spam folder or contact support.

Accounts are temporarily locked after 5 failed login attempts. The lock expires after 30 minutes or can be manually reset by contacting support with ID verification.

Updating Personal Information

Most profile details can be updated in Account Settings. Email and phone number changes require verification. Name, date of birth, and nationality cannot be changed after verification as they must match your ID documents. Contact support if you spot an error in these fields.

Why Was My Deposit Declined?

Common reasons for declined deposits include insufficient funds, card restrictions on gambling transactions, expired cards, or incorrect CVV/address details.

Some banks block gambling transactions by default. Contact your bank to authorize Sankra Casino payments. Alternatively, use e-wallets like Skrill or Neteller which rarely block casino deposits.

If your deposit was debited from your account but didn't reach your casino balance within 10 minutes, contact support with your transaction receipt. Funds are typically credited within 1-2 hours after investigation.

Deposit Limits and Bonuses

Minimum deposit is €10 for most methods. Maximum deposits vary: €5,000 per card transaction, €10,000 for bank transfer, €50,000 for crypto. VIP players can request higher limits.

Welcome bonus requires minimum €20 deposit. Bonus funds are separate from cash balance. Check wagering requirements before accepting bonuses as they restrict withdrawals until conditions are met.

Withdrawal Processing Times

E-wallets (Skrill, Neteller): 0-24 hours • Bank Cards: 3-5 business days • Bank Transfer: 5-7 business days • Crypto: 0-2 hours

First withdrawals may take longer due to additional verification checks. Subsequent withdrawals to the same method are typically processed faster. VIP players receive priority processing.

Why is My Withdrawal Pending?

Pending status usually indicates account verification is incomplete, active bonus wagering requirements remain, or the requested amount exceeds daily limits. Check your email for verification requests from our support team.

Understanding Wagering Requirements

Wagering requirements specify how many times you must play through bonus funds before withdrawing. A 200% bonus up to €2000 with 35x wagering means you must wager €70,000 (€2000 × 35) before withdrawal.

Different games contribute differently: slots 100%, table games 10-20%, live casino 10%. Playing blackjack with a bonus means only 10% of each bet counts toward wagering. Check specific terms in your bonus section.

How to Claim Free Spins

Free spins are typically credited automatically after deposit or bonus activation. Check the specific game listed in the promotion (usually Book of Ra or Gates of Olympus). Open the game and spins will be available. Winnings from free spins are added as bonus funds with wagering requirements.

Game Won't Load or Keeps Crashing

First, clear your browser cache and cookies. Try a different browser (Chrome or Firefox recommended). Disable ad blockers and VPNs as they can interfere with game connections. Ensure JavaScript is enabled in browser settings.

Mobile users should update to the latest app version. Close background apps to free up memory. If a specific game crashes repeatedly, it may be undergoing maintenance. Try a similar game or contact support to report the issue.

Disconnected During a Game Round

If you disconnect during an active round, your bet remains valid. Slots will complete the spin automatically and winnings are credited to your account. For table games and live casino, the hand plays out according to the last action taken. Rejoin the game to see results. Contact support if you believe an error occurred.

Setting Deposit and Loss Limits

Go to Account Settings and select Responsible Gaming. Set daily, weekly, or monthly limits for deposits, losses, and session time. Limits take effect immediately but can only be lowered once per 24 hours. Increases require a 7-day cooling-off period.

Reality checks remind you how long you've been playing. Set these to appear every 30, 60, or 120 minutes. The game pauses and displays your session duration and net win/loss.

Self-Exclusion and Timeouts

If you need a break, take a timeout for 24 hours, 7 days, or 30 days. During timeout, you cannot log in or deposit. After the period expires, your account automatically reopens.

Self-exclusion is a permanent account closure lasting 6 months to 5 years. This is irreversible during the exclusion period. Contact support to initiate self-exclusion. We also offer links to external support organizations like GamCare and Gambling Therapy.