Frequently Asked Questions
We have collected some of the most Frequently Asked Questions (FAQs) for your convenience. Should you have any further queries or need specific details, please contact our support team.
TOPICS:
- Installation
- Logging In to Simon Says
- Registering at Simon Says
- Deposits and Withdrawals
- Playing the Games
- Security
- Customer Support
- Legalities
- Game Play
- How To Play
- Promotions
1. INSTALLATION
1.1 How do I download the free software?
Click on any DOWNLOAD button to start the software download. Once the download is completed, run the Simon Says-Setup.exe program to start the installation. Typically the downloaded file will appear on your desktop. Double-click the Simon Says icon to start the program. Please make a note of where you are saving the download file, so that you can find the file after the download is complete.
1.2 What do I do once the download is complete?
You are now ready to install the casino software. If you are not prompted to open the file, then double-click on the Simon Says icon file, which you will find in the folder that you saved it to. Typically your downloaded files end up on your desktop.
If you don't remember where you saved the file then click the Start menu at the bottom left of your screen, then select "Search" and click "For Files and Folders". Follow the instructions to search for a file called Simon Says-Setup.exe. When you have found the file, double-click on it to start the casino. If you have any problems getting started, please contact us.
1.3. What is the installation file called?
Simon Says-Setup.exe
1.4 What are the minimum and recommended system requirements?
Minimum requirements:
Pentium II 500 or better, DirectX, 64 MB memory or better, sound card, SVGA
screen capable of 16-bit color.
The casino software works with Windows 98 and newer. A version of the casino software is planned for the Mac platform. Watch for it soon.
1.5 How do I find and start Simon Says?
Make sure you are connected to the Internet and then double-click on the Simon Says icon on your desktop. If there is no Simon Says icon on your desktop,
- Click the Start button, at the bottom left of your screen,
- Select "Programs"
- Select Simon Says
- Click on Simon Says
2. REGISTERING AT Simon Says
2.1 How do I register at the Casino?
Registration is easy and only takes a minute. Connect to the Internet and run the casino software. The first time you run the casino you will first choose whether to play for fun money (for free) or for real money. Then the registration screen is displayed. Enter the required information and click "Register".
After registration you will see the login screen. The casino remembers your username and optionally remembers your password so you don't have to enter them every time. Click "Login" to start playing.
2.2 What is the minimum amount of gaming credits I need to purchase?
Before you can play for real money you must make a deposit. In order to start playing online, you will need to purchase a minimum of $20 worth of casino chips.
2.3 Do I have to pay to try out the games?
No! You may play the games in FREE money mode for as long as you like. If you are unfamiliar with any of our games, we encourage you to learn them and get familiar with them by playing with fun money.
2.5 For how long will my fun account be active?
Fun accounts never expire. You are welcome to remain a fun player for as long as you like.
2.6 Can I purchase more fun money casino chips?
Yes. Click on the "Cashier" button in the Lobby, or from within any game. Click the "Set Balance" button inside the cashier, enter the balance you would like and click "Set Balance". In fun money mode, you may set your balance to whatever you like.
3. LOGGING IN TO Simon Says
3.1 How do I log in to Simon Says?
Connect to the Internet and start the casino software as described in the answer to "How do I find and start Simon Says?". The first thing you see will be a screen asking you whether you want to play for fun money or real money. Click on one or the other and you will see the login screen. Enter your username and password (if they are not already entered for you) and click Login.
3.2 What is my username and/or password?
Your password is case-sensitive and must be entered the same way each time you log in. If you have forgotten your password or account number, contact a customer service representative for assistance. Remember to have your registration details handy. In order to comply with eCogra's strict policies on account details, we are only able to provide players account details after positively identifying a player over the phone.
3.3. I forgot my password, what should I do?
On the login screen, there is a link titled "Click here if you have forgotten your password." If you click there, a new password will be e-mailed to you.
3.4. What if I try logging in and it does not connect?
This may be due to a bad or slow connection with your Internet Service Provider. Disconnect and reconnect to the Internet and try again. If you still have problems connecting, please contact customer support.
4. BANKING
4.1 Are my transactions secure?
Yes. Simon Says uses 128-bit SSL (Secure Socket Layer) encryption to protect each and every transaction. This is the same Internet security standard adhered to by all major financial institutions. If you are uncomfortable including your credit card or banking details in any e-mail correspondence, you always have the option to telephone your details through to our customer service agents on our toll free line.
4.2 How do I purchase credits?
We offer several easy ways to make a deposit at Simon Says. Neteller, EcoCard, Moneybookers, Click2Pay, Visa and Master Card are all availble. For more details see our cashier page.
If you have any queries with regards to banking, please contact our support team.
4.3 How do I cash-in my winnings?
Please note that it is not necessary for you to cash in your winnings at the end of each session. You can always leave a balance in your account and it will be waiting for you the next time you login. Don't worry about forgetting you have a balance -- we will send you an e-mail reminder if you haven't played in a while and have a balance!
You may, of course, withdraw your money at any time. Simon Says offers several methods for withdrawals and the details are listed on our cashier page.
4.3.1 Reversal of a Withdrawal
If you request a withdrawal and change your mind before it is processed, you may reverse the withdrawal and continue playing with those credits. If you have withdrawals that can be reversed they will show up in the cashier when you try to make a deposit. You cannot make a deposit while you have withdrawals pending because it is much easier to do a reveral instead.
4.4 What fraud prevention and security measures are in place?
NEVER give your password out to anyone. Simon Says will never ask you for your password in an e-mail or over the phone. If anyone ever asks you for your password, please notify customer support immediatelyi with the details.
Simon Says plays an active role in fraud prevention and detection. We do everything possible to ensure the integrity of customer accounts as well as payments made to customers. Simon Says employs a variety of appropriate security and fraud controls that monitor every transaction.
To prevent fraud and abuse, from time to time customers may be required to supply proof of identity, copies of their credit cards, a signed history of their transactions or other documentation for verification and security purposes. If you are asked to verify your identity, you will only be asked once.
5. ADDING MORE GAMES
5.1 How do I download more games?
A selection of some of the most popular games are included in your initial download. To download more free games, just keep playing at the casino and the rest of the games will download in the background without interfering with your play. If there is a specific game that you want to play, but it is not immediately available, click on the game icon. This game will begin downloading immediately. You can close the pop-up box that appears and continue playing other games while you wait for your chosen game to be downloaded. You can monitor the download progress by watching the progress bar that will appear across the game icon. Please note that the download time is dependent on the speed of your Internet connection.
5.2 Why does it take so long to download new games?
The speed of your downloads depends on your Internet connection. Players with dial-up connections may have to wait several minutes for a game to download while those with high-speed connections will only need to wait seconds.
The size of the games varies, and some games will take longer than others to download. Video slots and i-slots are the largest games and they will take longest. The rest of the games should download in under a minute.
Once a game has been downloaded it is saved on your computer and doesn't need to be downloaded again unless it is updated.
5.3 What if I get an error while downloading further games?
If you encounter any errors while downloading games the software will retry several times. If it is unsuccessful and displays an error message please contact customer support.
6. SECURITY & PRIVACY
6.1 Is my credit card number safe in your hands?
Yes, your personal Real Account number and password must be supplied prior to any credit card transaction. Particular details are also requested in order to purchase credits at the casinos. Simon Says guarantees secure data transfer during any transaction and undertakes never to disclose any credit card information or other information to any other company.
6.2. How safe is it to give my credit card details over the Internet?
Simon Says uses state-of-the-art encryption technologies which ensure that your personal and card information is protected at all times.
6.3. Are my account number and password safe?
Yes. The casino software uses 128-bit encryption when data is transferred over the Internet. Each player is issued with a unique account number and players choose their own password, which they alone can access.
6.4. Can I register a credit card at the casino that is not in my name?
Simon Says does not allow players to register credit cards of which they are not signatories. These measures are taken to protect you, the player, and your credit cards and account. If another person would like to play in our casino via your PC, we recommend they open their own Real Account.
7. SUPPORT
7.1 What do I do if I need technical assistance?
This casino provides free toll-free and e-mail support to all casino players. Contact us 24-hours a day, 7 days a week if you have any questions, queries or suggestions. Our operators are standing by.
7.2 Who do I contact if my question isn't answered here?
| support@simonsayscasino.com | |
| Telephone | 1-888-244-4398 |
8. LEGALITIES
8.1 What is the minimum age required to play?
This depends on where you live. You are required to be of the minimum age to gamble in your jurisdiction.
8.2 Is Simon Says licensed?
Yes, Simon Says operates under the licensing jurisdiction of the Government of the Netherlands Antilles.
8.3 Is the information secure?
Yes! One of Simon Says's highest priorities is security. To be able to provide the highest privacy available we use the SSL4 protocol with 128-bit encryption. The system allows the highest security and integrity for all the information that passes to and from our server.
These precautions prevent access by unauthorized third parties. Apart from regular reports, which are sent to our customers via email, we strongly recommend all our players to make the full use of the Transfer and Wagering histories available in the cashier.
9. GAME PLAY
9.1 What are my chances of winning?
The payouts of our games vary. All games results are determined by Rival's cryptographically secure random number generator which has been independently tested and confirmed to provide suitably random sequences of numbers. Independent auditors audit payouts from time to time. Depending on the game, the system may use a single deck or multiple decks that are shuffled before every wager.
9.2 What happens if I lose my connection to the gaming server?
If the gaming server received the bet it will be recorded and the result will be displayed after your Internet connection comes back. If the gaming server does not receive the bet you will either see the result of your previous bet or you will be asked to complete the unfinished bet.
9.3 Why do the slot wheels just keep spinning and don't stop?
This is caused by poor Internet performance. The results from the server are not reaching your computer so the slot wheels just keep spinning because they have not received the message telling them when and where to stop. If you close the program and run it again you will be refreshed to the last known position.
9.4 Why does the Roulette ball just keep spinning and doesn't stop?
This is caused by poor Internet performance. The results from the server are not reaching your computer, so the roulette ball just keeps spinning because they have not received the message telling them when and where to stop. If you close and run the program again, you will be refreshed to the last known position.
9.5 Why do the cards not flip over during a hand?
This is caused by a bad or slow Internet connection. The gaming server will hold the wager until it can resolve the bet.
9.6 How can I view exactly what cards have been dealt?
You may view your wagering history in the Cashier. Click "My Details" and "Wager History". Your complete wagering history is available right back to the day you signed up.
10. HOW TO PLAY
10.1 How Do I Open an account?
Opening an account at Simon Says is as simple as these 5 easy steps:
- Click on any DOWNLOAD NOW button to save our free software to your computer. The most popular games will be included in the initial download. Additional free games are also available. Once the download is complete
- install the software on your PC. Make sure you're connected to the Internet
- Run the software and click on CONNECT. You will then be prompted to register online. You can register to play for FREE or with REAL MONEY.
- To register you will have to enter your e-mail address, contact details and a password. Once registration is complete, you will be given a player account number
- Make a note of your account number and password and keep them in a safe place, as you will need them to access the casino each time you wish to pla
10.1.1 Guaranteed Security
Simon Says offers its players complete security in their dealings with the casino. All transactions across the Internet are encrypted using state-of-the-art 128-bit encryption technology, and games in progress are saved if the link between player and casino is interrupted for any reason.
10.1.2 Fairest odds and loosest slots!
Simon Says online casino is proud to offer only the fairest games to its players. Our payouts are reviewed by independent auditors. For the latest payout percentage reports - please click here.
10.3 Exciting competitions and prizes!
Exciting competitions and prizes for the Dealer's challengers. Simon Says members enjoy FREE participation in all the competitions run by the casino. The Dealer will be in contact via e-mail to inform players of upcoming competitions and promotions.
Promotions
11.1 What are promotions?
Promotions are a way for Simon Says to create value for its players. They are offered as incentives to deposit and play, as rewards for loyal players and even as gifts on special occasions. Promotions are typically offered as bonus money but can also be in the form of bonus comp points.
11.2 What are wagering requirements?
Promotions typically have wagering requirements associated with them. That means that there is a minimum amount of play required after claiming a promotion before you can withdraw your winnings. The amount you must play to meet the wagering requirements is a lot less than the average player would ordinarily play. Wagering requirements are typically completed in a couple hours of play (often much less) and the average player plays longer than that.
11.3 Can I tell my friends?
Absolutely! If you enjoyed playing at Simon Says we encourage you to tell your friends about your wins. In fact, if you refer a friend using the Refer a Friend page in the cashier we will add a $50 bonus to your account after your friend has deposited at least $50 and makes a few wagers. We think your friends will like the casino so we will give each of them $20 free to try out some of the games!
Your $50 bonus will appear in the list of promotions in the cashier. You will have to click the "Claim" button for the bonus money to be added to your account. Your friend has to deposit at least $50 and wager at least $50. The $50 in wagers can be 25 x $2 bets at blackjack or 17 x $3 slot spins or any combination of wagers that add up to $50.
