FAQ

We have compiled this list of FAQ (Frequently Asked Questions) for your convenience. However, if you have any further questions, please do not hesitate to contact us anytime.

Cashier FAQ

Deposits and Withdrawals, Table limits and security.

How Do I make a deposit to my account?
In Order to make a deposit you must first download the City Tower Casino software. For complete step-by-step instructions on downloading and installing City Tower Casino, go to getting started section. Than you need to open your real money account. After you receive you real-money username, password and Security Code, you are ready to make a deposit into your City Tower Casino account.
  • Start the City Tower Casino program, and select the "Real money mode" option.
  • Enter your real username and password in the Login window.
  • Select "Cashier" from the lower-left corner of the lobby followed by pressing the "Deposit" button.
  • Select you desired deposit method.
We strongly recommend using your credit card to make a deposit. We use the latest encryption and protection technologies to assure your credit card data is fully protected. To make it even safer we automatically assign you a unique Security Code once you register a new REAL mode account. This Security Code must be specified with each and every financial transaction, such as deposit and withdraw.
How long does it take to process my deposit
Credit card deposits take approximately 2-5 minutes to process and funds are made available in casino account within this time frame.
Wire Transfer deposits take 2 business days to arrive at our bank. Your account will be credited as soon as our bank receives the transfer.
Bank Draft / Personal check deposits take about a week to reach our offices. It takes additional 10 days for a Bank Draft to be cleared and about 21 days for a Personal check to be cleared. Please note that the first phase of a Bank Draft / Personal Check deposit is dependent on regular world wide mail and may vary depending on your location and/or other factors.
What is IFUND-INTERPAY?
InterPay Processing Ltd is the company that provides all the financial transaction services for City Tower Casino. InterPay has a vast experience with online transaction processing and is processing millions of dollars monthly. IFUND-INTERPAY is just the descriptor for all the deposits/withdrawals made. This is how you will recognize charges/refunds of City Tower Casino in your credit card statement.
How Do I withdraw my winnings?
To withdraw money from account go to Cashier and select the "withdraw" button.
Bank drafts will be sent to your billing address, as specified by you during the account registration process, using regular worldwide mail. Please make sure that the specified billing address is correct to avoid any delays. If this address had been changed please contact out Customer Service department at support@citytowercasino.com. Please allow up to three weeks for delivery due to slow mail service. There are no charges imposed on bank draft withdraws.
If you select Wire transfer as the preferred method for withdraw, you will be asked to fill in your bank account details. There are no charges imposed on Wire transfer withdraws.
You can track the status of your withdraw requests by entering the cashier and selecting the "Transaction history" screen. The status column in this screen identifies each transaction's exact phase.
What is the "pending withdraws" screen?
Once you have made withdraw, your withdraw request is pending to be processed by our financial department in The Netherlands Antilles. By entering the "Pending Withdraws" screen in the "Withdraw" section in the cashier you can view all your Withdraw requests that are waiting to be processed.
Generally no withdraw request will be processed before 4 business days of making the request so that you can cancel withdraw requests while the transaction has not been processed yet, and return the amount back to your casino account, so you can go ahead and play.
I have made a Withdraw but have changed my mind. How do I cancel a Withdraw request?
As mentioned, all Withdraw requests awaiting to be processed show up in the "pending Withdraws" screen in "Withdraw" section in Cashier, for about 4 business days from your initial Withdraw request date. You can cancel Withdraw request as long as they show up in the "pending Withdraws" screen, and return the requested amount back to your casino account, so you can go ahead and play.
How can I follow up financial transaction operations?
The Cashier's 'Transaction History' section stores a complete history of all your financial actions, such as withdraws and deposit requests.
How much can I deposit to my City Tower Casino balance?
The following limits of deposits apply for each deposit method:
  • Credit cards
  • Minimum single deposit €20
  • Maximum single deposit €1,000 per card
  • Bank Draft / Personal Check
  • Minimum single deposit €50
  • Maximum single deposit €5,000
  • Wire transfer
  • Minimum single deposit €100
  • No maximum limit
What is my Security Code and how do I get it?
Your Security Code is required for each and every financial transaction, such as withdraw or deposit. This Security Code is used to further secure your account and verify that only you can access the funds in your account. The Security Code is automatically sent to you e-mail address following a new Real money account registration.
Is it safe to use my credit card at the City Tower Casino?
Yes, it is absolutely safe. We use the best available security measures available today, such as latest Firewall technology and RSA encryption to make sure that delicate information remains 100% secure with us. In fact, using your credit card at the City Tower Casino is much safer than using it at your local department store. For further information, visit our Security section
How Do I recognize the Casino charges on my Credit Card report?
Credit Card charges will appear as Interpay processing limited.
Please note that this descriptor (Interpay processing limited) can and probably will change in the future.

CITADEL FAQ

How Do I Make a Citadel (ACH) Deposit?
This Deposit method is available for Members in The US.
If you have a Citadel (ACH) Account:
  1. Please visit the casino cashier.
  2. Press on the citadel icon within the Deposit section.
Please note that Citadel deposits might take up to 9 days to clear.
Upon approval of your Deposit, the funds will be credited to your casino Account.

NETeller FAQ

What is NETeller?
NETeller is an online money transfer service. You can open a NETeller account which acts like an online wallet. You are able to deposit, withdrawal, and transfer funds to the many merchants that support NETeller.
How do I deposit, withdraw, and transfer funds?
Once you log into your NETeller account, just follow the links on the main navigational bar at the top of the screen, or use the Quick links located on the left of your screen to move to the desired section. Each process is explained in full detail in their respective sections.
How do I become certified?
Becoming a Certified NETeller member is a simple process which has many benefits. American residents need only to register and verify a bank account with NETeller. International users may become certified by faxing in a clear copy of their passport and both sides of a personal credit card. Once you become certified you will be entitled to all the benefits of certification. There is additional information on certification in your NETeller account.
How do I verify my bank account?
After registering your bank account, NETeller will debit and credit your account for two amounts less than one dollar at NETeller's expense. When you find out these amounts from your bank statement, enter them in the NETeller system and your account will be instantly certified.
Why was my withdrawal declined?
It is NETeller policy to withdraw your funds using the same method as they were originally deposited. Therefore, if you deposited €20 by credit card, then you must withdraw €20 back to your credit card. Any subsequent amounts may be withdrawn using other methods.
Why was my credit card declined?
A credit card will be declined by the bank issuing the card. You may call the issuing bank to find out what is wrong with your card. Remember: Three invalid credit card attempts within one hour will cause your NETeller account to be automatically closed and you will have to contact customer support in order to have it reopened.
How do I change the personal information in my NETeller account?
In the navigational bar at the top of your NETeller account, there is an option to "Edit Account". This will allow you to change your phone number and password in the NETeller system.
Why is my transfer to a merchant still pending?
Not all merchants accept transfer twenty four hours a day. Some work regular business hours, some do not. It is solely up to the merchant to accept or decline any funds to or from NETeller. If a transfer you made to a merchant has been pending for very long you may contact the individual merchant or cancel the transfer from your account.
How do I make a NETeller Deposit?
This Deposit method is available for all casino members NETeller is an online payment service which provides an instant, secure and easy way to Deposit to your casino Account. If you have a NETeller Account with funds: 1. Please visit the casino cashier. 2. Press on the NETeller logo, in the Deposit Section. 3. Enter the US Dollar amount that you wish to Deposit to your casino Account. Upon approval of your Deposit, the funds will be credited to your casino account and you may immediately login to the Casino and enjoy the games. If you do not have a NETeller account please visit: www.neteller.com.

Games FAQ

How can I be sure that the games are fair?
City Tower Casino is fully licensed by the government of The Netherlands Antilles. The payout percentage, which is the percentage of the total wins out of total bets, is being audited on a monthly basis by one of the leading international accounting and auditing firms. The payout percentage report is displayed at City Tower Casino web site; so that you can be sure that the games are fair and honest.
How is the outcome of the games generated?
City Tower Casino is using a very sophisticated Random Number Generator (RNG) to create a randomized outcome for each game. The odds for both real money and fun modes games are created with this random number generator. In all card-based games, like Blackjack and Baccarat, the deck/s of cards are shuffled prior to each hand being dealt.
How do I chat with other players?
Chatting is very simple. All you have to do is click on the 'Chat' button in Multi-player and Private-group tables and type in whatever is on your mind. To send the text, simply click on the 'Chat' button again.
What are COMP points and how do I accumulate them?
The City Tower Casino has a very unique COMP (Complimentary points) program, which enables each member of the casino to accumulate COMP points automatically while playing. All you have to do is wager at the City Tower Casino. For each 25 cents wagered at the City Tower Casino every player gets 1 COMP point for absolutely free. These COMP points can be converted to real money that can be cashed out or played with. And that's not all, the more COMP points you accumulate - the faster your VIP level increases, which enables you to enjoy fantastic bonuses and participate in our special casino events.
What is a Multiplayer or Private group table?
When you join a multiplayer table you automatically join to a table with other players. The system automatically assigns you to a table where there is an empty seat.
Private group table is a table where you can play along with your friends without being interrupted by other players. In order to join a Private group table you have to type in the name of the table you wish to join to. If this table has already been created by your friends, you will join this table, if not - then a table will be created for you so that you can tell your friends to join in with you.
What happens if I am suddenly disconnected from the Internet while I play?
Because Internet connections malfunction due to several reasons not in our control, we have developed a sophisticated integrated abnormal disconnection handling mechanism, which will always protect the player interest in such an event.
If you manage to reconnect before you are logged out, the type of game you were playing determines what you will see upon reconnection.
In Blackjack, Craps and Video Poker, upon reconnecting to the City Tower Casino, you will automatically be returned to the exact state were the game was interrupted, so you can continue exactly from the same point you left off, and decide what do you want to do, just in like any game round.
In games like Slots and Roulette, where the player does not take decisions in the game after the round had been started, you can just log-in to the casino again and see how the game had finished by clicking on the 'Game history' button.
What do I do if after placing a bet I suddenly change my mind? How do I remove the bet?
In games like Blackjack, Roulette, Craps and Baccarat just press with your right mouse button on the chips you wish to remove. In Roulette you can also click on the 'Clear Bet' button to remove your entire bets from the table.
In Slots and Video poker, just press the 'Cash out' button to remove your coins from the machine back to your balance. If other coins remain in the machine, don't worry, they will automatically return to your balance once you exit the game.
Where can I find complete detailed instructions on the various games?
Our downloadable casino software comes with build in context sensitive 'Help'. Just click on the help button in the casino lobby for a complete set of instructions and explanations on all Casino games, or click the help button while playing to display help on the specific game you are playing.
How old do I have to be to play for real money?
In order to play for real money you must be at least 18 years of age. Fun mode players have no age limitations.
I am not sure what the previous game round result was. What do I do?
You can just step into the 'Game History' section and view the previous rounds and their results. If you have any further questions, feel free to contact our customer support staff at support@citytowercasino.com. You can call or e-mail us any time, 24 hours a day, and 7 days a week.

Technical FAQ

What do I have to do in order to play at the City Tower Casino?
In Order to play at the City Tower Casino you must first download our free software from our download page. The reason why we have a download version casino is because downloading the software to your PC makes the games much quicker and more stable than playing them in your own browser, as all the casino graphics and multimedia effects are already installed on your computer, and only small packets of information are transferred between your computer and our servers in The Netherlands Antilles. This makes City Tower Casino faster and the gaming experience more fun.
How long does the download process take?
The average download time is 12-15 minutes, using a standard 33Kbs modem. In cable and ADSL connections download takes no more than 2 minutes. You have to remember that the download is only necessary for the first time you play at the casino, after that - the program is available from your computer's 'Start' menu and/or your computer's desktop.
What's the name of the downloaded setup program?
SetupCasino.exe
Do I have to download every time I want to play?
Absolutely not, you only need to download and install the casino once. The downloaded file is a small file of about 5MB, containing 58 games: Baccarat, Blackjack, Caribbean Poker, Craps, Deuces Wild Video Poker, Keno, Magic Slots, Pai Gow Poker, Roulette, Royal Five Slots (5-reel), Slot Machine (3-reel) and Jacks or Better Video Poker. After installing the file, the casino is accessible from your 'Start' menu, no additional download is necessary in order to play.
After downloading the software, what do I do next?
Double-click the icon of the downloaded program, SetupCasino.exe. The installation wizard will guide you through the entire installation process.
What are the minimum system requirements?
  • Windows 2000, Windows 98, Windows NT or Windows 95
  • Pentium 100MHz
  • 8MB RAM
  • SVGA Monitor, 256 colors
  • At least 8MB free Hard Disk Space
For optimal results, set your monitor to high color (16 bit) and 600x800 resolutions.
How do I use City Tower Casino with AOL?
AOL users can use the City Tower Casino software with AOL version 3.0 or later.
What should I do if I receive a message "Account not found. Please verify your account information and try again"?
It is possible that you are trying to enter the DEMO mode casino with a Real money mode username and password or enter a Real money mode game with a DEMO username and password. If you can't log into the casino, please mail your registered name, address, phone number and email to support@citytowercasino.com and request your username and password, or just call our customer service toll free number at +44 203 1500307.
What should I do if I can't find the City Tower Casino icon on my desktop?
If the City Tower Casino icon is not on your desktop and you can’t remember where you saved it, please follow these steps:
  • Click on the START menu at the bottom left corner of your screen.
  • Choose ‘Find’, then ‘Files or Folders’.
  • Where is says ‘named’, type ‘casino.exe’ and click ‘Find now’.
  • The computer will now search for the file.
  • If you get a file under the name ‘casino.exe’ in the bottom with window, it means that the file was found. Double click on it to immediately run it or Right click on mouse button and choose ‘Create shortcut’ to create a shortcut for it on you desktop.
  • If the computer has finished the search and there is no file name in the window, it means that the file was not found. In this case if you do not have another hard drive (except c:) you will have to repeat the download process.
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Support

(International)
+44 203 1500307