Frequently Asked Questions #

Frequently Asked Questions (FAQ)

How can I get a new password?

If you need to reset your password, please follow these steps:

Go to the login page of our casino website
Click the “Forgot Password” link under the login fields.
Enter the email address associated with your account
Check your email: You will receive an email with a link to reset your password. If you don’t see it in your inbox, check your spam or junk folder.
Follow the link received in your email which will take you to a secure page where you can enter a new password
Choose a new password and confirm it. Make sure it’s strong and secure
Return to the login page and sign in using your new password

What should I do if I do not remember my username?

If you’ve forgotten your username, follow these steps to retrieve it:

Go to the login page of our casino website
Click the “Forgot Username” link under the login fields
Enter the email address associated with your account
You will receive an email with your username. If you don’t see it in your inbox, check your spam or junk folder

Am I allowed to open more than one account?

No. Each player can have only one account.

How can I know if I already have an account?

If you have doubts about whether an account exists in your name on our site, you can always contact our customer service team via email.

What should I do if my account information is incorrect?

The best option is to contact our customer service team via email if some of the data that cannot be edited by the player is incorrect.

How do I delete my account?

If you wish to delete your account, you can reach our customer support team via email at support@calavera.com.

Is it possible to temporarily close my account?

Yes, it is possible to temporarily close your account. This is often referred to as “self-exclusion” or “cooling-off period”. Here’s how you can do it:

Visit the Responsible Gaming Section: Login into your account and go to the Responsible Gaming Section of our website
Select Self-Exclusion: Choose the option for self -exclusion or temporary account closure
Select the period for which you want your account to be closed. Options may range from a few days to several months.
Follow the instructions on screen to confirm your self-exclusion request.

Is it possible to limit the amount of money I can lose?

Yes, you can set limits on the amount of money you can lose to help manage your gambling activity responsibly. Here’s how you can do it:

Log into your account and navigate to the Responsible Gaming Section on our website.
Set Loss Limits: You can specify the maximum amount you are willing to lose over a certain period, such as daily, weekly, or monthly.
Confirm your limits entering the desired amount. These limits will be applied to your account immediately.
If you need assistance setting loss limits, you can also reach out to our customer support team at support@calavera.com

What currencies are accepted?

Argentin Peso (ARS)
Brazilian real (BRL)
Chilean peso (CLP)
US dollar (as official currency in Ecuador)
Guatemalan Quetzal: (GTQ)
Mexican Peso (MXN)
Panamian balboa (PAB)

What payment options are accepted?

Debit/Credit cards
Bank transfer

Can I make a deposit into an account other than mine?

No. Each user must use payment methods that are in their name. It is not allowed to use payment methods in third parties’ name.

How long does it take for a deposit to be processed?

Deposits usually appear immediately in your gaming account, however, also depends on the payment method used.

How do I request payment?

Requesting a payment from your casino account is simple and straightforward. Follow these steps:

Log into Your Account
Go to the Cashier or Banking Section
Select Withdrawal
Enter Withdrawal Details: Specify the amount you wish to withdraw and select your preferred withdrawal method. Ensure the payment method is in your name and meets the casino’s requirements.
Submit Your Request: Review your details and submit the withdrawal request.
Verify Your Identity: If this is your first withdrawal or if further verification is needed, you may be asked to provide identification documents. Upload the required documents to verify your identity.
Confirmation and Processing: Once your request is submitted and your identity verified, you will receive a confirmation email. The processing time may vary depending on the payment method chosen.
Receive Your Funds: After processing, the funds will be transferred to your selected withdrawal method. Check the cashier or banking section for any updates on the status of your withdrawal.

How long does it take to receive a payment?

The processing time to receive your payment depends on the withdrawal method you choose. Once you submit a withdrawal request, our team will process it within 24-48 hours. During this time, we verify your account and ensure all requirements are met.

Payment method: The time it takes for the funds to reach your account depends on the payment method which you have used.

Bank transfers: It may take 3-5 business days for the funds to appear in your bank account.
Credit/Debit Cards: Withdrawals to credit or debit cards can take up to 7 business days to process.

What is the minimum amount I can deposit and withdraw?

Minimum Deposit:

Credit/Debit Cards: $10

Bank Transfers: $20

Minimum Withdrawal:

Credit/Debit Cards: $20

Bank Transfers: $50

What should I do if my deposit is lost?

If a deposit takes longer than usual to be processed, you should send us a screenshot of the deposit so our team can locate it. The more information included, the better we can prevent such situations in the future.

Where can I find my IBAN and SWIFT?

The SWIFT/BIC is used to identify banks and financial institutions globally when making a bank transfer and to increase the security of the process (eliminating possible errors, reducing wait times, and avoiding additional costs). The IBAN is your bank account number in international format. Both can be found on your bank statement or in your online banking under “Bank – Settings – Account Number – IBAN.” You can also contact your bank in case you cannot find these details.

How can I cancel the payment?

If there is a pending payment request that has not been approved, you can contact our customer service team to cancel it. If the request has already been approved by our team, it will not be possible to cancel the payment.

Casino (FAQ)

How do I start playing at la CalaVera Bet?

First, you need to register, log into your account, go to the casino section, and choose the game you want to play.

Can I play at La CalaVera Bet from MAC?

Yes! Our games can be accessed from a MAC without any problem.

Can I play at La CalaVera Bet from a mobile/tablet?

Yes! Our games can be accessed from a mobile/tablet without any problem.

I got a black screen, and nothing happens when I try to open a game. Why?

Make sure you have the latest version of Java and Flash installed and a good Internet connection.

What happens if I lose connection during a round in a game?

Games will always resume from the point where they were interrupted once the session is initiated, and the game is reopened. Slots that were functioning during the interruption will finish the round even if the connection is lost.

What is the difference between winning a bonus spin and free spin?

Free spins are rewarded with prizes, including more free spins and bonus spins. Bonus spins are rewarded with the highest prizes available in each game.

How can I know if casino games are fair?

All games use a system known as RNG (Random Number Generator), which generates random numbers for both free casino games and real money games.

What is RTP?

RTP is used to describe the Return to Player, which is the percentage returned over time when playing at the casino. Each casino game has a different RTP, and to know the RTP, you must check the question mark “?” in the specific game.

Where can I find the game rules?

When opening a casino game, you can choose between the “!”, “?" or “Game Table” symbols. It is possible to find information related to any game by clicking on any of these symbols.

KYC – FAQ

How can I verify my account?

Verifying your account at our casino is a straightforward process designed to ensure the security of your information and comply with regulatory requirements. Here’s how you can verify your account:

Documentation: Prepare a clear photo or scan of your valid government-issued ID (passport, driving license, national ID card). Make sure the document shows your full name, date of birth and photo clearly.
Address verification: Provide a recent utility bill, issued within the last 3 months. It could be a bill for electricity, water, gas, etc. or a bank statement that shows your full name and residential address.
Payment method verification. If you have used a credit card, e-wallet or other payment methods to deposit funds, we may ask for additional verification. This could include screenshots of your payment account, or a copy of the card used (with hidden sensitive information).

How to submit my documents?

Log in to your account on our website
Go to the “Verification” or “Account Verification” section. This is typically found under “My Account or a similar tab.
Follow the instructions to upload your documents securely. Make sure the files are clear and legible.
Once submitted our team will review your documents promptly. You will receive a notification via email once your account has been successfully verified.

What documents do you accept as proof of identification?

At La CalaVera Bet we accept the following documents as proof of identification:

Government issued ID
Passport
Driving license
National ID card
Birth Certificate (in special cases where no other ID is available)
Military ID

Please, make sure that any document you provide meets the following criteria:

They must be valid at least until the date of submission.
Your full name, date of birth and photo (if applicable) must be clearly visible.
The document should be in good condition with no significant damage or alterations.

For your convenience, you can submit the documents needed securely through your account’s verification section. If you have any questions about specific documents or need assistance, our customer support team is available 24/7 to guide you through the process.

What kind of documents do you accept as proof of residence?

Utility bills

Electricity bill
Water bill
Gas bill
Landline phone bill (we do not accept mobile phone bills)
Bank statement (showing your full name and address)
Credit card statement
Tax assessment

To submit your proof of residence:

Navigate to the “Verification” or “Account verification” section, usually found under “My Account” or a similar tab.

Follow the instructions to securely upload your documents. Our team will review your documents promptly, and you will receive confirmation via email once your proof of residence has been successfully verified.

What documents do you accept as proof of payment?

Credit card statement
Bank statement
Screenshots

Please, ensure that any document or screenshot you provide meets the following criteria:

It must clearly show the transaction details, including the amount, date and the casino’s name (if applicable).
Ensure that sensitive information, such as full account numbers, is appropriately obscured for security purposes.

How do I upload documents?

Uploading documents to verify your account at “La CalaVera Bet” is simple and secure:

Sign into your account on our website using your username and password.
Look for “Verification” or “Account verification” section. This is typically found under “My account” or a similar tab.
Select Document Type (e.g. proof of identity, proof of residence, proof of payment).
Upload your documents: select the file from your computer or device that contains the document you wish to upload. Make sure the document meets our requirements (e.g., clear and legible, within the specified date range).
Submit: after selecting the document, click “Submit” or “Upload”.
Confirmation: once uploaded, you should receive onscreen confirmation that your document has been successfully submitted. You may also receive a confirmation email.

Can I upload documents if I haven’t been asked to do so?

Yes, you can upload your verification documents proactively even if you haven’t been asked to do so. This can help expedite the verification process and ensure your account remains verified and in good standing.

What is the easiest way to send my documents?

The easiest way to send your documents for verification is through our secure online portal on our website. Here’s a step-by-step guide to help you:

Log in to your account using your username and password
Locate the “Verification” or “Account verification” section, typically found under “My account” or a similar tab.
Select the type of document you wish to upload (e.g., proof of identity, proof of residence, proof of payment).
Upload your documents: Select the file from your computer or device that contains the document you wish to send. Ensure the document meets our requirements (e.g., clear and legible and within the specified date range).
Submit the documents by clicking on the button “Submit”.
Confirmation: You will receive on screen confirmation that your document has been successfully submitted. Additionally, you may receive a confirmation email.

How can I know if the documents I sent are valid?

When you submit your documents for verification, our team carefully reviews each document to ensure it meets our requirements for validity. Here’s how you can check the status of your submitted documents:

Confirmation email: After you submit your documents, you should receive a confirmation email acknowledging receipt of your submission. This email typically includes information on what to expect as a next step from the verification process.
Verification process. Our verification team will assess the documents you have submitted. This process usually does not take much time, and you will receive an email notification once your documents have been reviewed.
Notification of approval: If your documents are approved, you will receive an email confirming that your account has been successfully verified. This email may also include any additional steps or information if necessary.
Communication: if there are any issues or if additional information is required to verify your account, our team will contact you via email or through our secure messaging system on the website.

How long does it take to process documents?

The processing time for verifying your documents typically depends on various factors, including the volume of submissions and the complexity of verification. However, we strive to process documents as quickly as possible while maintaining thoroughness and security. Here’s what you can generally expect from the verification process:

Initial Review: Upon submitting your documents, our verification team usually begins the review process promptly. This initial review ensures that all required documents are received and meet our verification criteria.
Processing time: in most cases, document verification is completed within 24 to 48 hours after submission. However, during peak times or if additional verification steps are necessary, it may take a bit longer.
Notification: Once your documents have been reviewed, you will receive an email notification regarding the status of your verification. This email will inform you whether your documents have been approved or if any further action is needed.
Communication: If there are any issues with your documents or if additional information is required, our team will contact you promptly via email or through our secure messaging system on the website.

Are my documents safe at “La CalaVera Bet”?

Protecting your personal information and documents is a top priority at “La CalaVera Bet”. We employ advanced security measures to ensure that your documents are always kept safe and secure. Here’s how we safeguard your information:

Secure transmission: When you upload documents to our website, they are transmitted over encrypted connections to prevent unauthorized access during transmission.
Data Encryption: your documents are stored using industry-standard encryption protocols. This means that even if someone were to gain unauthorized access to our servers, they won’t be able to decipher your documents.
Access Control: Only authorized personnel who are directly involved in the verification process have access to your documents. We have strict internal policies and controls in place to protect against unauthorized access.
Privacy policy: We adhere to strict privacy policies and comply with data protection regulations to ensure that your personal information is handled in accordance with all necessary legal requirements. For more information, please visit our privacy policy (link to our privacy policy).

How do I verify a valid, but inactive or lost bank card?

If you need to verify a valid, but inactive or lost bank card for your transactions with us, here is how you can proceed:

Contact your bank: Reach out to your bank’s customer service or visit a branch to request a statement or confirmation letter that verifies the card details. This document should include your name, account number and confirmation of the card’s validity.

How can I register at “La CalaVera Bet”?

You need to click the “Register” button and follow the instructions provided on screen.

Why do I need to verify my account?

As part of our regulatory obligations, you must provide us with documents that verify the accuracy and validity of your account information. It’s a quick, easy and secure process aimed at enhancing your account security.

Can I proceed with a transaction before my account is verified?

Unfortunately, you cannot proceed with any transactions until your account is fully verified. This verification process is in place to ensure the security and integrity of all transactions on our platform. Please complete the verification process by submitting the required documents. Once your account is verified, you will be able to make deposits, withdrawals, and enjoy all the features our casino has to offer. If you need assistance with the verification process, our customer support team is available 24/7 to help you.

Why is my account locked?

Your account might be locked for several reasons. For example:

Account verification pending:
Suspicious activity detected
Violation of Terms
Failed login attempts

To resolve the issue, please, contact our customer service support team at support@calavera.com

Where can I find my withdrawal history?

You can easily find your transaction history by logging in to your account and then navigating to your “transaction history” section.

What is RNG in slot machines?

RNG is the tool used in games to ensure fair play for players with truly random outcomes.

RNG stands for Random Number Generator. It’s a tool that produces random results and is extensively used in many gambling games.

What is Blackjack?

Blackjack is one of the most popular casino games and is played with cards. Each card in the deck (from 2 to 10) has a value as written on the card. Figures always have a value equal to ten. The ace can count as one or eleven. The objective of the game (each player’s objective) is to get a higher sum of their cards than the dealer, i.e., the casino, as each player competes only with the dealer.

Initially, each player makes their bet, while the dealer deals two cards face-up to each player and keeps one or two (depending on the rules) cards for themselves, with one always face-up. The player has the right to receive as many cards as they want to get closer to the number 21. The player tries to get as close as possible to 21, but be careful not to exceed this number as they will lose the game without the dealer having played. While all players play, the dealer plays for themselves. The dealer will draw cards until the total exceeds 16 regardless of what each player has. If a player has stopped at 15 and the dealer has 16, the dealer will draw a card. Therefore, the dealer may lose so that the player wins even if they initially had a lower total. The dealer always plays in a fixed manner. Always draws a card when their sum is below 16 and always stops at a sum above 17.

In each winning game for the player, they receive a profit from their initial bet, i.e., doubling the money bet, except if they have blackjack. A player has blackjack when their first two cards sum to 21, typically with an ace combined with a king, queen, jack, or ten. In this case, the player triples their initial bet, winning double their bet.

How do I play roulette?

Roulette is a game of chance based on predicting the outcome of the spinning wheel where it has different colors and numbers.

There are many variations, but the most popular is the European one.

To play roulette, you must bet on a number or series of numbers, a color or series of colors, or a combined selection (36 red and black numbers plus 0). Then, you place your bet in the corresponding part of the roulette table.

After making your bet, the dealer spins the wheel and drops a ball. The result of the spin determines the winners and losers.