FAQ

New GRANDX website

I can’t login with the password I had on the previous version of the website. What should I do?

To login to the new version of GRANDX you should change your password. You must have received a notification to the email address associated with your account in GRANDX with instruction on retrieving your password. Or you can contact our support via LiveChat or email supportgrandxcom for the instruction on retrieving the password.

On the new GRANDX website my limits disappeared. What should I do?

We were not able to export your limits to the new website. So you will need to set your limits anew.

On the new GRANDX website withdrawal methods are not available for me. What should I do?

In order to request a cashout with any payment method you should first make a deposit with this payment method.

Registration and Player’s Account

How do I register an account in GRANDX casino?

Click SIGN UP at the top of GRANDX home page and fill in the registration form. A welcome letter will be sent to the e-mail address you entered with a verification link to activate your account.

I haven’t received the welcome letter with a verification link.

Some email service providers may classify our emails as 'Spam' and may send our messages to your 'Junk Mail' folder. In order you get letters from us further on, add our email address to your list of 'Safe' contacts. Please, contact our Support Team for further assistance.

I already have an account in GRANDX but I forgot my password. What shall I do?

Please click on the “Forgot your password?” button in the “Log in” block on the top of the page, enter your email. Password reset instructions will be sent to the email address provided.

I tried to login to my account several times and tried to retrieve my password with FORGOT PASSWORD procedure but I get a message that this account does not exist.

Your account has been blocked for security reasons after you make 7 attempts to login. Please, contact our customer service for assistance.

Can I have more than one account in your casino?

According to our Terms and Conditions which every person should accept at the time of registration, only one account can be registered per user/IP address/household. Should we discover that a player has multiple accounts, we will close these account and the player may loose the winnings.

Who can play at GRANDX for real money?

In order to play for real money you must be at least 21 years of age. Fun mode players have no age limitations.

Also there are country restrictions in our casino. Players from the USA and Austria can’t register and account and play for real money in GRANDX. In some countries it is illegal to gamble online. It is your responsibility to check and abide by the laws that apply in your country (or state) concerning betting, prior to registering an account with GRANDX.

Can I change the email address which I used to register my account in the casino?

No, you can't change the email address associated with your player’s account.

Deposits and Withdrawals

Which currencies does GRANDX accept?

In GRANDX we accept only Euro.

How can I make a deposit?

There are different options of making a deposit: bank transfer, credit cards payments, popular e-wallets.

You can learn more about available payment methods for making deposits on Payments page or just go to the DEPOSIT page and choose from the payment methods available.

How do I know if the deposited money has been added to my account?

Once you finish the transaction, the money will be instantly added to your account.

How do I withdraw money from my account?

We have a variety of payment methods you can use for withdrawals your winnings. You can check the full list at the Payment Methods page.

However, please, note you should use the same method which you used for your latest deposit. Should that method not be available you can withdraw via Bank transfer.

Can I withdraw money using bank transfer?Will I be charged fees in this case

No, you will not be charged any amount by GRANDX when you make deposits or withdrawals.

How long will it take for me to receive my money once I request a withdrawal?

Usually we will confirm withdrawals within next working day but it also depends on the processing time by the payment provider.

I would like to withdraw money with Bank Transfer but this payment method is not available for me as a withdrawal method. What should I do?

In order to withdraw via Bank transfer, you should fill in the details on the "Bank Details" page in your account. For us to verify your BANK ACCOUNT, you will need to transfer at least 1 Euro to our bank account:

IMG Kasiinod AS

IBAN: EE821010220116584015

BIC: EEUHEE2X

SEB Pank

Please include GrandX username to the explanation of payment.

Once we receive the money from your bank account and you submit your bank details on the BANK DETAILS page on your account, BANK TRANSFER will be available as a withdrawal method for you.

Please contact us at support@grandx.com should you need help.

Are there restrictions on minimum/maximum amounts of deposits/withdrawals?

Yes, minimum/maximum amount restrictions apply both to deposits and withdrawals. For details, please, check PAYMENT METHODS page.

Should I pay any fees when I make a deposits or when I request a withdrawal?

No, you will not be charged any amount by GRANDX when you make deposits or withdrawals.

Games

Can I play your games on my mobile device?

Yes, our games are mobile-friendly.

How can I be sure that your games are fair?

GrandX casino games are provided by Amatic Industries. All games uses a system known as an RNG (Random Number Generator) which is a system who generates random numbers for both free and real money games in our casino. The systems have been officially tried, tested and approved by an accredited third party.

What happens if my Internet connection fails?

If your Internet connection fails, you will be able to resume the game from the point where the game stopped after the connection is restored. The exception is multiplayer games where other players also take part in betting.

Bonuses

How do I claim my Welcome bonus?

To claim your welcome bonus, register an account in www.grandx.com, make your first deposit of at least €10 and mark the check box with the Welcome bonus check box on the deposit page. Once your payment has been made, the bonus will be instantly added your account.

Can any player claim bonuses?

No, country restriction applies to the bonuses. For now the bonuses are available to all but Greek players.

Can I withdraw my bonus?

Yes, you can withdraw your bonus but only after the bonus wagering requirement is met. If you request to withdraw before having reached the minimum wagering requirements, the bonus and winnings will be void.

To see wagering requirements of a particular bonus, please visit Promotions page.

Where can I see my bonuses?

Once a bonus has been added to your account you will be able to see the info and status of it on the BONUSES page in the player’s lobby (you should login to see it). You will see the amount of bonus added, the wagering amount and the amount to wager. To see full bonus terms and conditions, please visit Promotions page.

Responsible gaming

Can I restrict the amounts I spend in the casino?

Yes, you can set your limits in your player’s account, RESPONSIBLE GAMING tab. The limits can be set for a week or month and can be prolonged automatically.

Please, note there is a special procedure should you decide to increase your limits. You will need to confirm your intention to increase the limit in 48 after you try to set a new limit, larger than a current one.

Can I close my account in GRANDX?

Yes, you can close your account in GRANDX. Please, contact our support team if you want to close your account. Please, note that your account will not be deleted because of the law regulations and statistical reasons.

Privacy and Security

Does GRANDX protect my privacy?

GRANDX uses SSL technology and the latest anti-fraud techniques to guarantee full financial security of players, so paying with your credit card you can be 100% sure it is safe. We also keep your personal information private and only use it for the purposes of providing you with gaming services. For more information, please visit our Privacy and Security page.

Responsible gaming

Attention! This is gambling advertisement. Gambling is not suitable for solving financial problems. Please read the terms and conditions and play responsibly!

Payment Methods

Online Casino GrandX (AS IMG Kasiinod) is governed by the laws of the Republic of Estonia and holds the following licenses required for its operations issued by the Tax and Customs Board of Estonia: HKT000025, HKL000202.

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