Frequently Asked Questions | Golden Lion Casino

Who can play at Golden Lion Casino?

The players should be 18 (eighteen) years old or older.

How can I contact you?

You can contact us by email at support@goldenlioncasino.online, by phone +1 888 959 44 28, or by live chat.

I can't remember my username. How can I retrieve it?

If you have forgotten your account name, you need to use either of the following two options to retrieve it: 1. Contact customer support via live chat and allow them to verify your account by phone. 2. Email support@goldenlioncasino.online with your full name, address, and date of birth, and they will send your username to you.

I can't remember my password. How can I reset it?

You can reset your password using the "Forgot Password" option 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 resetting of the password on the support side. Please make sure that once you log into your account, you change your password with the cashier to the one you would like to reset it to.

Can I have more than one account?

Golden Lion Casino allows only one active account per person/household in the casino. Creation of more than one account can result in your winnings being voided and all your accounts being terminated.

Can my husband/wife/partner/family member also have an account in Golden Lion 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 of your winnings being voided and being banned from the casino. For more details, please contact customer support desk via live chat.

I cannot log in. What happened?

There are a couple of reasons why you might not be able to log in. The most common login issue is an incorrect login or password – passwords in GoldenLion Casino are case sensitive, so you are advised to 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.

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 for you to use the coupon before making your deposit, in order to ensure you enjoy the desired benefits.

I never received my bonus. Why? What can I do?

There are many reasons a bonus might not be successfully claimed. If your attempt to claim your bonus did not succeed, please come to live chat before you start to wager on your deposit, and one of our friendly customer support representatives will assist you.

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 claiming it, as the bonuses are applied to 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.

When are bonuses valid?

Regular monthly bonuses are valid throughout 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?

This is the total amount of bets that you will need to place in order to convert bonus money into real money. For more details on each particular bonus, please consult the Customer Support Desk via our Live chat.

What is Max Cash Out?

Some bonuses come with a 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, then if your balance is also over the allowed max cashout limit, the system will automatically set your balance to the max cashout limit.

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.

How do I withdraw my money?

Before you can withdraw funds from the casino, you first need to submit the list of required documents; the full list can be found here in p.6 of the Withdrawal procedure at GoldenLion Online Casino Terms and Conditions. After the documents have been approved by our Finance Department, you can request your withdrawal in the Cashier section.

How long will it take me to receive my withdrawal?

It takes up to 3 business days to approve the documentation required for the withdrawal – please consult point 6 of the General Terms and Conditions at GoldenLion. Once the documents are approved, it takes up to 3-7 business days to process the withdrawal for the client on the 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 the time required for international transfer of the funds.

My withdrawal was denied. Why?

In the case of Bank Wire, the Finance Department may deny any withdrawals that do not contain correct information. Please ensure that all your details are filled out in full.

How can I be sure the games are fair?

The random number generator used by our software has been certified by Gaming Laboratories International (GLI).

Can I play on a MAC?

You can play the Instant Play version of the casino on a MAC computer. The downloaded software is not compatible with MAC.

What time zone does Golden Lion Casino operate on?

Golden Lion Casino operates on Eastern Standard Time.

What happens if I suddenly get disconnected while I am playing online at Golden Lion Casino?

If you get disconnected while playing, the platform will remember where you left off and will reconnect you at the same spot. Please make sure to log back in with the same device you used before; otherwise, you might not be able to finish the bet you were making. For more details, please contact Customer Support Representatives via Live chat.

I am not receiving the emails Golden Lion Casino sends me. Why?

Many email servers block emails from your inbox that may seem suspicious. Often, emails from GoldenLion Casino can be found in the spam/junk folder. Some email providers block the email 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 GoldenLion Casino's email addresses to your address book and/or safe senders list.

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