faqs

    Deposits

  • How can I deposit?

    The only currency available for all deposits and withdrawals is CAD$. 

    To make a deposit simply head to our cashier page and follow the on-screen instructions. 

    All cards and payment methods must be owned and/or in the same name of the person registered on Amazon Slots CA ON.

    Location Services

  • How do I set up my location services?

    Enabling location services for the site:

    On Chrome browsers:

    1. Click the padlock icon next to the search bar and select ‘Site settings.
    2. Click ‘Location’ and set option to ‘Allow’

    On Safari browsers (Desktop):

    1. Click ‘Safari’ then select ‘Settings for This Website’
    2. Click ‘Location’ and set the option to ‘Allow’

    On Safari Browsers (iPhone):

    1. Tap on the 'AA' symbol on the left of the URL search bar (located at the bottom of your screen).
    2. Tap 'Website Settings' 
    3. Tap 'Location' and select 'Allow'

    Enabling location services for your browser:

    If you haven’t allowed your browser to access location services, then you will need to change the permissions:

    On Android devices:

    Within your settings, find the list of installed apps, select the browser you use to browse the internet e.g. Chrome, Firefox, and enable access to location.


    On iOS devices:

    Open ‘Settings’ and tap ‘Privacy’. Check that the permissions for your browser are set to ‘While Using’.

    This can be done via following BOTH of the below pathways:

    1. Iphone settings application > Tap 'Privacy and Security' > Tap 'Location' > Ensure 'Location access' is set to ‘While Using the App' for your browser.
      AND

    2. Iphone settings application > Scroll to and tap 'Safari' or 'Chrome' > Scroll to and tap 'Location' > Select 'Allow' 

    Enabling location access on your operating system:

    If the location services or GPS settings on your device are switched off, you’ll need to enable them.

    On Android devices:

    Within your settings, search for ‘Location’ or check the menu options related to privacy and security to enable access to location on your device.


    On iOS devices

    Open Settings and tap ‘Privacy’. Toggle on ‘Location Services’. You may need to scroll to ‘Amazonslots’ and check that 'Always' or 'While Using' are displayed.

  • Why can't I spin when I've already set up my location services correctly?

    If you have set up your location services within your device and browser settings, are connected to a secure WIFI connection, and are not using a VPN or IP masking software then the issue may be related to your IP address location itself.

    We strongly suggest that you reach out to your Internet Service Provider (ISP) so that they may advise further on where your IP address is located to ensure it is within the region borders of Ontario.

  • Why is the site saying I'm not in Ontario, when I am?

    1. You must keep the Wi-Fi function enabled in order to play over a cellular connection. There is no need to be connected to a wireless network, the Wi-Fi function only needs to be turned ON.

      Apple:  Go to Settings -> Wi-Fi and turn ON

      Android:  Go to Settings ->  Connections and turn Wi-Fi ON

    2. You must enable Location Services

      Apple:  Go to Settings -> Privacy -> Location Services and turn ON

      Android:  Go to Settings ->  Connections -> Location and turn ON 

  • How can I ensure my location does not interfere with my connection to the site?

    • If you are in a moving vehicle while playing, you may switch from one cell tower to another which could impact your connection to our services.

    • If you are playing from a remote location or near the ocean, there may not be enough cell tower and/or Wi-Fi signals to properly confirm your location, so you may not be able to play.

    • If you are playing near a province border, your location will be checked more frequently to verify you are still in the province of Ontario.

    • We recommend that you DO NOT use a personal cellular phone as a Wi-Fi hotspot or/and connect another mobile device to it in order to play.

    Account Management

  • I can't login

    If you happen to forget your password and can't log in to your account. Simply click on the "Forgotten Password" link just underneath the login box or click here.

    You will be asked to enter your username or registered email address. Once you've done that we will then send an email to your registered email address with instructions on how to update.

  • Why is my withdrawal still pending?

    Your withdrawal may still be pending because we require some ID documents.

    Since opening your account, have you submitted the following on the website:

    • Photo ID - driving license or passport
    • Proof of payment method - e.g. a photo of your registered card(s) showing the name of the card owner and last 4 digits of the 16-digit long card number.

    If you haven't sent any of the above, this could be why your funds are still pending.

    Head over to the ‘My Account’ page, click on ‘Account Details’. On this page you will be able to see a “Verification Status” section which lists the verification documents required for your account and the status of each document.

    • Proof of ID - this is your Photo ID such as driving license or passport. The ‘Provide’ link will redirect you, so you can upload your document securely. You will need to take a clear photo and ‘selfie’ image. Once done, you will be redirected back to your account. You can check the status of your uploaded document back on the ‘Account Details’ page. Note, if you are on desktop, you will initially be provided a QR code to scan with your mobile, then follow the on-screen instructions.
    • Proof of Payment methods - Go to the ‘Provide’ link located next to your proof of payments. You will then be taken to the uploader page where you can choose which document you wish to upload and send to us. If you are providing a card, please ensure the middle 8 digits are covered for security reasons.

    Tips:

    • All documents uploaded on the website must be JPG, PNG, or PDF files.
    • Ensure all documents are clear, so we can verify your details.
    • Please allow 3 working days for us to review any documents uploaded on the website. We kindly request you only email us once this time has passed.
    • You can always apply our safer gambling tools to your account (e.g., take a break) – this will not impact your balance or ability to be verified.

    If you are having issues with any of the above, please do not hesitate to get in touch with our support team.

  • My free spins didn't work

    If you lose connection with the game during your free spins, in most cases, the spins are still completed in the background. The associated winnings will be credited to your balance in bonus money approximately 30-45 minutes after the spins were claimed.

     

    If the above has not happened on your account, you can try reloading the game in question and you may find the free spins are waiting to be claimed.

     

    Another solution is to try claiming your free spins on a different device and/or browser.

     

    If you have still been unable to claim your spins, please get in touch so we can investigate this further for you.

    Bonus Funds

  • Can I withdraw my bonus?

    You can withdraw your real money balance (subject to withdrawal policy) but Bonus funds can never be withdrawn. You can convert your bonus balance into a real balance by meeting our wagering requirements of the bonus.

    If you choose to withdraw any of your real (withdrawable) funds before completing the 65x wagering requirement, your bonus balance and wagering requirement will be reset to CAD$0.00.

  • What are the wagering requirements?

    To convert your bonus balance to cash you need to wager 65x the total amount of bonus won + any remaining bonus in the bonus balance prior to cashing out. If you decide to cash-out before fulfilling the wagering requirement, you will forfeit all remaining bonus funds. For example, if you deposit CAD$10 and receive a combined (free spins and % match) CAD$20 bonus, this will result in a wagering requirement of CAD$10 + CAD$20 (CAD30 total) X 65 = CAD$1,950.

  • How much bonus is converted when I meet the wagering requirements?

    The maximum amount which can be converted to your REAL (withdrawable) balance as a result of fulfilling the bonus wagering requirement is equal to your lifetime deposits, up to CAD$250. For example, if you have accumulated bonus funds of CAD$300 once the wagering requirement has been fulfilled and your lifetime deposits are CAD$50, CAD$50 will be transferred to real money.

  • My free spins didn't work

    If you lose connection with the game during your free spins, in most cases, the spins are still completed in the background. The associated winnings will be credited to your balance in bonus money approximately 30-45 minutes after the spins were claimed.

    If the above has not happened on your account, you can try reloading the game in question and you may find the free spins are waiting to be claimed.

    Another solution is to try claiming your free spins on a different device and/or browser. 

    If you have still been unable to claim your spins, please get in touch so we can investigate this further for you.

    Withdrawals

  • How do I request a withdrawal on mobile?

    If you are playing on a mobile device, you can request a withdrawal by doing the following:

    1. log into your account
    2. head to the 'My Account' section, via the menu option in the top right.
    3. select the 'cashier' button - this is listed under the 'Your Trophies' section.
    4. select 'Make a withdrawal' from the drop-down options. 
    5. here you can choose how much you wish to withdraw or select 'other' and enter the amount you wish to withdraw.

  • How do I verify my account?

    You can verify your account by submitting the following:

    • Photo ID - driving license or passport
    • Proof of payment method - e.g. a photo of your registered card(s) showing the name of the card owner and last 4 digits of the 16-digit long card number.

    Head over to the ‘My Account’ page, click on ‘Account Details’. On this page you will be able to see a “Verification Status” section which lists the verification documents required for your account and the status of each one.

    • Proof of ID - this is your Photo ID such as driving license or passport. The ‘Provide’ link will redirect you, so you can upload your document securely. You will need to take a clear photo and ‘selfie’ image. Once done, you will be redirected back to your account. You can check the status of your uploaded document back on the ‘Account Details’ page. Note, if you are on desktop, you will initially be provided a QR code to scan with your mobile, then follow the on-screen instructions.
    • Proof of Payment methods - Go to the ‘Provide’ link located next to your proof of payments. You will then be taken to the uploader page where you can choose which document you wish to upload and send to us. If you are providing a card, please ensure the middle 8 digits are covered for security reasons.

    Tips:

    • All documents uploaded on the website must be JPG, PNG, or PDF files.
    • Ensure all documents are clear, so we can verify your details.
    • Please allow 3 working days for us to review any documents uploaded on the website. We kindly request you only email us once this time has passed.
    • You can always apply our safer gambling tools to your account (e.g., take a break) – this will not impact your balance or ability to be verified.

    If you are having issues with any of the above, please do not hesitate to get in touch with our support team. 

  • Can I reverse my withdrawal?

    Yes you can reverse your withdrawal during the pending period. Once done, the funds will be available for you to use in your playing account.

    Safer Gambling

  • How can I apply a break to my account?

    You can apply responsible gambling measures, such as deposit limits, loss limits, take a break and self-exclusion via the 'responsible gambling' page which is displayed at the bottom of every page on the website. 

    You can apply your limits here.

    If you require any further assistance please contact our support team: support@thesixgaming.ca

  • How can I apply a self-exclusion?

    You can apply responsible gambling measures, such as deposit limits, loss limits, take a break and self-exclusion via the 'responsible gambling' page which is displayed at the bottom of every page on the website. 

    You can apply your limits here.

    If you require any further assistance please contact our support team: support@thesixgaming.ca

  • How do I apply deposit limits?

    You can apply responsible gambling measures, such as deposit limits, loss limits, take a break and self-exclusion via the 'responsible gambling' page which is displayed at the bottom of every page on the website. 

    You can apply your limits here.

    If you require any further assistance please contact our support team: support@thesixgaming.ca

  • How do I apply loss limits?

    You can apply responsible gambling measures, such as deposit limits, loss limits, take a break and self-exclusion via the 'responsible gambling' page which is displayed at the bottom of every page on the website. 

    You can apply your loss limits here.

    If you require any further assistance please contact our support team: support@thesixgaming.ca

    Please note that any increase to loss limits will require a 24 hour cooling off period before being applied.

    Customer Support

  • How do I contact support?

    IMPORTANT: To ensure your email is dealt with efficiently, please DO NOT send follow up emails and please also refrain from sending/creating multiple email chains relating to the same subject/query - doing this can cause delays. 

    We aim to reply to all customer emails within 2 business days.

    If your query is regarding responsible gambling tools, please note you have the option to apply these yourself 24/7, without contacting our customers support team by clicking here. We advise you use the on-site tools as this will result in immediate action. 

    If you still require assistance and would like to contact our support team please click here.