Frequently Asked Questions
Eclipse Casino accepts players from all over the world as long as they are 18 (eighteen) years old or older. The only exceptional counties that are not accepted at Eclipse are Belarus, Canada, Israel, and Ukraine.
How do I get my bonus?
Bonuses may only be claimed on deposits that have not yet been played. You can claim your bonus in the "Cashier" section. It is advisable to use the coupon before making your deposit to enjoy the desired benefits. It is advised to contact Live Chat support to check about the best promotions available at the time of placing a deposit.
I never received my bonus. Why? What can I do?
There are many reasons for a bonus to fail to claim. If your bonus did not claim, please come to Live Chat before you start to wager on your deposit and one of our friendly customer support representatives will assist you. Please also note that the bonuses cannot be added retroactively.
How do I make a deposit?
Deposits can be made in the Cashier via Credit, Debit or International Pre-Paid Card. There are also alternative payment options available depending on the player’s location. All the available methods are reflected in the cashier. There might be some additional methods to be used for the VIP classes, please contact Live Chat support for more details.
How do I withdraw my money?
Before you can withdraw funds from your casino account, you need to submit the list of required documents, the full list can be found here in p.5 of the Withdrawal procedure at Eclipse Online casino. After the documents have been approved by our Finance Department, you can request your withdrawal in the Cashier through bank wire.
How long will it take for me to receive my withdrawal?
It takes up to 4 business days to approve the documentation required for the withdrawal – please address to the point 5 of the General Terms and Conditions at Eclipse. Once the documents are approved, it takes up to 3-7 business days to process the withdrawal for the client from the playable account. Once the withdrawal is approved, the player will receive an email with details about the withdrawal status; please note that it might take up to 3-7 business days for the money to appear on the bank account / credit card / Neteller since the moment of withdrawal approval due to international transfer of the funds. Due to 3rd party processing limitations or policies, the withdrawal amount paid or processed to players on a weekly or monthly basis may vary. Please contact Customer Support Team for more details.
My withdrawal was denied. Why?
Please note that the withdrawal might be denied due to various reasons: the player’s account remains inactive for over 30 days period; withdrawal was processed in installment, etc. Please contact Finance department by email for more details: [email protected]
I can't remember my password. How can I re-set it?
You can reset your password using the "Forgot Password" on the download or instant play version of the casino. You may also contact Customer Support Representatives either by Live chat or by the phone number and have your account verified for the password resetting on the support side. You will receive a temporary default password which you would need to change on your side in the cashier once you log in to your playing account at Eclipse casino.
I took a bonus and can't access the games I want to play.
Please make sure to check the T&C of the bonus prior to its claiming as the bonuses go for particular games only. Additionally, such games as Baccarat, Craps, and Pai Gow Poker are ALWAYS restricted when a bonus is active on your account unless otherwise stated in the bonus conditions. For more details and selection of the best bonuses for you, please contact Customer Support Desk.
How can I be sure the games are fair?
We guarantee fair play at any time and within any game chosen through the use of a Random Number Generator (RNG). This known system warrants absolute random results and has been widely tested by running hundreds of millions of game rounds.
Can I have more than one account?
Eclipse Casino allows only one active account per person/household in the casino. Creation of more than one account can result in winnings being void and all your accounts being terminated.
Can my husband / wife / partner / family member also have an account in Eclipse Casino?
You are only allowed to have one account per household, per address, per computer and per IP address. If more than one person in your household has an account you risk any winnings being void and being banned from the casino. For more details please check at Customer Support Desk via Live chat.
Can I play on a MAC?
Please note that you can play only the Instant Play Version on a MAC PC as the download version would not be available (the download software is compatible with Windows only).
What time zone does Eclipse Casino operate on?
Eclipse Casino operates on Eastern Standard Time.
What happens if I suddenly get disconnected, while I am playing online at Eclipse Casino?
If you get disconnected while playing, the platform will remember where you left off and will reconnect you at the same spot. All the bets and winnings will remain and will not be lost at this point. Please make sure to log back in with the same device you used before, as otherwise you might not be able to finish the bet you had. For more details, please contact Customer Support Representatives via Live chat.
When the bonuses are valid?
Regular monthly bonuses are valid through the whole month they are issued for.
Special promotions might be valid on particular days as specified in the details of the bonus.
For more details on particular bonuses please make sure to check with Customer Support Desk via Live chat.
What is Playthrough/Wagering?
Wagering is a total amount of bets that you will need to place in order to convert the bonus money into the real ones. For more details on each particular bonus, please contact Customer Support Desk via Live chat.
What is Max Cash Out?
Some bonuses come with maximum cash-out limit. This means that once you win, you can only withdraw up to the maximum cash-out value determined by the bonus conditions. Thus, once the playthrough of the bonus is met, in case if you have the balance over the allowed max cashout limit, the system will automatically set your balance to the max cashout limit.
How can I become a VIP member?
Information on the VIP Classes can be found here. If you qualify for VIP membership based on the parameters on the VIP page, you can email [email protected] and request your account to be reviewed and assessed for an upgrade. VIP membership is offered on a discretionary basis and can be denied without the casino providing reasons for such denial. Once the class is upgraded, you will also get an email and phone call from your VIP host with details and special offers.
How can I contact you?
You can contact us by email at [email protected], by phone +1 702 637 0536 or by Live chat.
I cannot log in. What happened?
There are a couple of reasons why you would not be able to log in. The most common log in issue is incorrect login or password – passwords in Eclipse Casino are case sensitive, so it is advised that you ensure your CAPS Lock key is not active. If you are positive that you are entering the correct information, please contact Customer Support via Live Chat for assistance.
I am not receiving e-mails Eclipse Casino sends me. Why?
Many e-mail servers block e-mails from your inbox that may seem suspicious. Often, the e-mails from Eclipse Casino can be found in the spam / junk folder. Some e-mail providers block the e-mail at a server level, so the email never reaches your account. In order to stop this from happening, you are advised to add all of Eclipse Casino's email addresses to your address book and / or safe senders list.