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7 most common questions

How can I redeem my bonus?

Bonuses that require a deposit can easily be activated with a bonus code while you are making a deposit. Bonus code can be found on our Promotions page or our marketing newsletters via email or SMS.

Other possible active bonuses are shown on your account details (My Account – Bonuses).

Welcome package deposit bonus of 100% will be added automatically to your account on your very first deposit.

Games are not downloading, what should I do?

Very first we recommend you to check that your internet connection is running without any interruptions. Then try refreshing your page and log in again. Sometimes closing and reopening the browser might do the trick. We also recommend clearing out cookies and cache to speed up the browser. In case these troubleshooting steps don’t help, please reach out to us via our Live Chat or via email support@karjalakasino.com, and we’ll help you.

How can I make a deposit?

If you are a mobile device user, click + on top right corner, or click “Deposit” on bottom right corner or via lobby on bottom left corner and click “deposit”. Then choose the option works the best for you, add payment method details and the amount you want to deposit, and follow the instructions.

Desktop users can do this when they click “Deposit” on the top right corner or via lobby and click “deposit”. Then just choose the method that suits your needs, fill information, deposit amount and follow the instructions.

How will I withdraw my winnings?

Mobile users can request a withdrawal by heading out to lobby on the bottom left corner and clicking “Cashout” and “New Cashout”. Choose the payment method and amount you want to withdraw. Then click “Request Cashout”.

On the desktop just click “My Account” on the top right corner, “Cashout” and “New Cashout”. Choose the payment method, fill the amount and click “Request Cashout”.

Travel time depends on the payment method. If you want to read more on travel times and different payment methods, head out to our Payment Methods page. When possible, please choose the same payment method for your withdrawal that you used for your deposit.

Example: when deposit was made with a debit card, withdrawal should be requested to the card instead of a bank account.

Why do I have to verify my account?

All financial institutions such as banks and online casinos are required to verify certain details of their customers. All these regulations are intended to make things safer to everyone. For you and for us.

Here’s more info from the UK’s Gambling Commission regarding verifications and why it is so important.

What does bonus wagering requirement mean?

It’s an amount that you have to play through to convert your bonus balance to real money. Unless told otherwise, bonuses that require a deposit needs to be wagered 35 times. Bonuses that don’t require a bonus have to be wagered 50 times.

Example: If you deposit €120 using a 100% up to $/€100 deposit bonus, you get $/€100 in bonus money. To convert this bonus money into real money, the amount to wager is $/€3,500 (100×35).

I forgot my password, how can I reset it?

You can request a new password by clicking on “My Account” and “Forgot password?” below the box where one can type their password. You will then get a link via email to reset your password. Remember to check your spam folder if you haven’t received any email from us.

We have listed more questions and answers divided in different categories.

Player Account

How can I create a new account?

As the old Finnish saying “as easy as making hay” goes, it’s hassle-free and takes only a moment. Just click the “register” button on the top right corner on our site, add your details and you have your very own Karjala Kasino account.

How many accounts can I have at Karjala Kasino?

You can have only one account at any given time. Even if you choose to close your account, it’s important to remember that you are not allowed to create any other accounts with us. If you are ever unsure whether you have an account with us or not, feel free to visit our Live Chat and we’ll look into it for you.

I forgot my password, how can I reset it?

You can request a new password by clicking on “My Account” and “Forgot password?” below the box where one can type their password. You will then get a link via email to reset your password. Remember to check your spam folder if you haven’t received any email from us.

How can I keep up with new offers and deals?

Every now and then we send updates and offers via email/SMS to our players. You can check if you subscribed to our newsletters by going to My Account – My Account Settings – and see that this part is ticked “Yes, send me updates & offers via Email”. If you don’t want to receive anything from us, you can unsubscribe in the same place.

Another place where you can see current campaigns is our  Promotions page.

How can I update my personal details on my account?

You can request a chance by contacting our support via our Live Chat or emailing to support@karjalakasino.com.

How do I make a deposit?

If you are a mobile device user, click + on top right corner, or click “Deposit” on bottom right corner or via lobby on bottom left corner and click “deposit”. Then choose the option works the best for you, add payment method details and the amount you want to deposit, and follow the instructions.

Desktop users can do this when they click “Deposit” on the top right corner or via lobby and clicking “deposit”. Then just choose the method that suits your needs, fill information, deposit amount and follow the instructions.

How long does it take for my money to show on my Karjala Kasino account?

It all depends on the method you use. With most options your deposit is available on your player account instantly. You can read more on what payment methods we have available and what travel times there are on our Payment Methods page.

My deposit failed, what happened?

Double check that you have filled correct details and your internet connection wasn’t interrupted. In case a new deposit attempt doesn’t work, please contact your payment provider e.g. bank.

I made a deposit, but I cannot see the amount on my Karjala Kasino account. What now?

No worries, money just doesn’t disappear anywhere. We’d recommend you to refresh your page. If you still don’t see anything on your player account, please double check your payment method account. Can you see anything on as reserved or awaiting payments? If you cannot see anything please contact your payment supplier e.g. bank or Skrill.

In case the amount was clearly taken from your account, we’d ask you to contact us. Our support might ask you a screenshot or picture of your transaction, so that the case can be investigated with the payment provider.

Do you charge anything on deposits?

We don’t charge a dime on our end.

Can I use someone else’s payment methods?

This is a big no-no. You should use only payment methods that belong to you and are not registered to anyone else.

How can I withdraw my winnings?

Mobile users can request a withdrawal by heading out to lobby on the bottom left corner and clicking “Cashout” and “New Cashout”. Choose the payment method and amount you want to withdraw. Then click “Request Cashout”.

On the desktop just click “My Account” on the top right corner, “Cashout” and “New Cashout”. Choose the payment method, fill the amount and click “Request Cashout”.

Travel time depends on the payment method. If you want to read more on travel times and different payment methods, head out to our Payment Methods page. When possible, please choose the same payment method for your withdrawal that you used for your deposit.

Example: when deposit was made with a debit card, withdrawal should be requested to the card instead of a bank account.

When will I receive winnings?

Travel time depends on the payment methods you used. There are some methods such as MuchBetter where you get your winnings immediately after your withdrawal request has been processed. If you want to read more on travel times and different payment methods, head out to our Payment Methods page.

What does withdrawal processing time mean?

Once you click “cashout”, your request will be put in a queue. Our payment system and team are going through this queue and your first ever request will be processed manually. All the future requests with the same payment methods will be processed automatically. We aim to process everything within a few hours.

When your account is being verified, your withdrawal request will be processed once the verification process has been completed. Our payment team is there to make this time as short as humanly possible.

Do you charge anything from withdrawals?

There are no fees on our end.

Something goes wrong when I try to withdraw my winnings, why?

We recommend you to refresh your page. If you still cannot withdraw, please make sure you are in the “cashout” section and filling in the correct amount. Double check also that you don’t have any bonus balance that needs to be wagered.

I haven’t received my winnings yet, what do I do?

Please contact us, if your withdrawal request was processed, approved and it’s been more than 5 business days. We recommend that you snap a screenshot of your payment account (time period: from withdrawal request date, to a date when you contact us) that shows recent transactions, and give this to our support team. This is then used with the payment operator to investigate what’s the hold up.

What is Karjala Klubi?

It is our very own Loyalty Program that awards you automatically and let’s you enjoy genuine Karelian hospitality. Each and every player will be a member automatically once they’ve placed bets on real money.

Are there any hidden fees?

There are zero membership fees.

What benefits do I get?

As a Karjala Klubi member you get to enjoy bonuses given according to your own activity. Bonuses can be redeemed with your very own Reward Points. From Bronze level onwards players get to enjoy birthday bonuses, Sunday Spins and even get access to exciting Live Tournaments. At the higher levels there’s a chance to get your very own Casino Host with personalised deals.

Take a look at different levels and benefits on our Karjala Klubi page.

How do I collect Reward Points?

Points are being collected automatically. Standard rate is 1 Reward Point for every €40 wagered with real money. Once you’ve reached the minimum amount of points, you can redeem points for bonus money.

You can keep track of your Reward Points and redeem bonuses in “My Account – My Reward Points”.

What can I do to make sure I stay within my budget?

Set yourself limits to stay on top of your gambling and make sure you don’t play more than you have afford to lose. Don’t play when your mind is not clear. Play only for fun, not to make money. At the end of the day gambling is all about luck – and having fun, responsibly.

What limits do you have and how can I set them up?

The most hassle-free limit, in our opinion, is a deposit limit. You can set up a daily, weekly or monthly limit in your player account (My Account – Deposit Limit).

There are also other useful limits, such as reality check and session time limit. These can be set up by contacting our support via our Live Chat.

I’m worried about my loved ones or my own gambling, what should I do?

Although gambling for most players stays fun, there might be some that gambling causes dark clouds. In this case we recommend setting a pause for the player account and reach out for professional help for advice. Gambling Therapy is an amazing site that provides peer support, advice and tips for safer gambling.

What is a bonus?

Bonuses are intended to extend your fun and give additional value for your deposits. There are four types of bonuses;

  • Deposit-free bonuses, that are yours when you claim them
  • Login spins or deposit-free spins, that you can play in a specific game
  • Deposit bonus, this can be activated with a deposit and it has a maximum bonus amount
  • Deposit spin bonus, that can be also activated with a deposit. You can claim certain amount of spins with this deal

How can I get bonuses?

You can get bonuses from game features e.g. free spins, our campaigns, Karjala Klubi and goodwill. Make sure you have subscribed to our newsletters, so you’ll stay informed on our exciting campaigns.

You can review your newsletter settings when you head out to My Account – My Account Settings.

If I don’t want to receive any bonuses, what should I do?

You can opt-out from receiving any bonuses by contacting our support. Please note that once you opt-out, you cannot opt-in to bonuses again.

What does wagering mean?

It’s an amount that you have to play through to convert your bonus balance to real money. Unless told otherwise, bonuses that require a deposit needs to be wagered 35 times. Bonuses that don’t require a bonus have to be wagered 50 times.

Example: If you deposit €120 using a 100% up to $/€100 deposit bonus, you get $/€100 in bonus money. To convert this bonus money into real money you need to wager it for $/€3,500 (100×35).

What is Conversion Limit?

Sometimes we might offer bonuses that don’t require any deposit, this might be to introduce a new game, our site or for a goodwill. These bonuses have a maximum withdrawal limit of $/€100 that you withdraw, that is also called a Conversion Limit.

Example: After wagering your winnings with spins that you got without any deposit, your balance is at €125. Amount that you can withdraw is €100, rest of the money will be lost while requesting a withdrawal.

Are there any restrictions / things to keep in mind while wagering a bonus?

While wagering a bonus please make sure your bet isn’t equal or more than $
/€4 or $/€0.50 per line, or 15 percent of the bonus amount.

If you made your deposit using Skrill, the bet shouldn’t be equal or more than $/€2.5 while wagering a bonus.

NetEnt games have slightly different wagering requirements. It is 70 times with bonuses that require a deposit and 100 times with bonuses that don’t require a deposit, excluding following games, where wagering requirement is normal( 35x or 50x): Starburst, Twin Spin, Butterfly Staxx, Reel Rush, Fruit Shop and Guns N’ Roses.

Wagering in the following games doesn’t count towards your wagering requirements: All Video Poker games, All Roulette games, All Quick Play games, All Blackjack games, All Rush games, Hi Lo Fever, All Baccarat games, 3 Card Poker, Blood Suckers, European Roulette, Football Studio, Jackpot 6000, Keno, Big Bang, Blood Suckers, The Wish Master, Dead or Alive, Lucky Angler, Jack Hammer 2, Cloud Quest, Tower Quest, Pearls of India, Treasure Island, Mega Moolah.

How do I play games?

If you know exactly what you are looking for e.g. Book of Dead, you can click the magnifying glass symbol on top right corner on desktop or bottom right corner on mobile. Just type the game name and you’ll get your game.

In case you are just finding suggestions on what to play, head out to our game lobby and filter through different categories such as new, featured games, Live Casino and scratch cards.

When you have chosen the game of your liking, choose the bet value you want to place per round, click spin and hope that the luck is on your side.

Where do I find game specific rules and info?

Each game comes with its own rules and features. You can read more about the game when you click the question mark symbol.

Are games fair?

The outcome of the online games are determined by a random number generator, which is standard industry practice. This way, we guarantee the reliability and fairness of the games. We work with authorities and organisations in various fields to ensure that our operations are at the required level.

Games are not working, what should I do?

Very first we recommend you to check that your internet connection is running without any interruptions. Then try refreshing your page and log in again. Sometimes closing and reopening the browser might do the trick. We also recommend clearing out cookies and cache to speed up the browser. In case these troubleshooting steps don’t help, please reach out to us via our Live Chat or via email support@karjalakasino.com, and we’ll help you.

What to do when a game freezes while I’m playing?

Important things first – potential win will be paid out even if the screen freezes and the round will be resolved on the server. If a simple page refresh doesn’t help, we recommend you to try out troubleshooting steps above, or reach out to our support.

Why should I clear cookies and cache?

The more information there is saved on cookies and cache, the more your device might slow down. The drawback with clearing cookies is that all saved usernames and passwords might be deleted and you might have to login again on sites you are using regularly. Here’s tips how to go around it;

For Google Chrome users click here.

For Safari users click here.

For Firefox users click here.

Which browser do you recommend me to use?

If you are playing with a mobile device, we recommend you to use the native browser of the device. For an example Safari for iOS users. When playing on a desktop we recommend using Google Chrome as a browser.

Why do I have to verify my account?

All financial institutions such as banks and online casinos are required to verify certain details of their customers. All these regulations are intended to make things safer to everyone. For you and for us.

Here’s more info from the UK’s Gambling Commission regarding verifications and why it is so important.

What different verifications there are?

KYC which stands for Know Your Customer. All financial institutions such as banks and online casinos are required to verify their customers age, address and payment method you’ve used.

AML (Anti-money laundering) & SOW (Source of Wealth) in an online casino world these two would mean, in a nutshell, that we have to verify where the funds used at Karjala Kasino comes from.

We do our very best to make the verification process as smooth as possible for you.

What documents do you need from me?

Here are a few examples what documents we might request from you;

ID – this can be a valid passport, ID card or driver licence. Just make sure we can see the full document and the picture is not blurry, in colour and all details are visible.

Proof of address – this can be any official document that has your name, address, date of the document (not older than 3 months) and the sender’s logo. This can be an old-school paper invoice, e-invoice, bank statement or official letter from the government.

Bank statement – the most hassle-free way to provide this is from your online bank. Just make sure that we can see your name, bank’s name and account number. Traditional paper version works just fine, you can either scan it or take a picture of it.

Debit or credit card – this is to prove that the card belongs to you. We’d need pictures front and back of the card. Make sure that we can first six and last four digits on the card, your name and expiry date. Back side of the card should show your signature and first digits and last 4 digits of the card. Please cover the digits between and CVV code, e.g. with a piece of paper if you are taking pictures of the card.

Proof of e-wallet – when you are logged in on your e-wallet, please take a picture or screenshot that shows your email address, name and username, and send it over to us.

Proof of income – this is to showcase how you are financing your game play. In most cases a simple pay slip is enough.

How can I send my documents?

You can upload your documents when you head out to My Account – Document Upload – add requested documents with short description e.g. proof of address. You can also send these over via email to support@karjalakasino.com.

Do you have any tips for me?

Before sending your screenshots/documents over, we recommend you to double check that the picture is not blurry and all information is clearly visible.

How to take screenshots for:

Android users click here.

iOS users click here.

Windows users click here.

Mac users click here.